First American Home Warranty Customer Service Issues

I contacted First American Home Warranty yesterday regarding my malfunctioning air conditioner under contract number [redacted]0. After receiving directions via email, I attempted to reach out today after 5:00 PM but decided to cancel since my son identified and fixed the issue (fuses). I had no communication from the assigned contractor, Rose Heating Air Conditioning and Sheetmetal, regarding work order number [redacted]74 or service request number [redacted]28. Despite leaving a message to cancel service due to resolving the problem independently, I appreciate the Home Warranty's assistance in making my home comfortable again amidst the heat.

Hello, I contacted your service department on 03/24/18 to address my GE refrigerator's cooling issue. Despite several visits from technicians and attempts to repair/replace parts, the refrigerator remains faulty. This ongoing problem has caused me work hours and food loss. As a loyal customer since September [redacted], I scheduled another technician visit for tomorrow, 06/29/18, between 7am-1pm. However, after eight technician visits and multiple repairs, I believe it's time for a new refrigerator. I am disappointed and frustrated as I have been patient throughout this process. I kindly request a prompt resolution to this matter to avoid further inconvenience and financial loss. Thank you for your assistance. Regards, Matt G. [redacted] Las Vegas, NV [redacted] [redacted]

This home warranty company has been disappointing. When my air conditioner broke down in the scorching heat, their chosen repair company couldn't come for 7 days. Despite my urgency, the alternative they offered didn't show up during their scheduled 4-hour window, leaving me stranded. Eventually, I hired another company, recommended by them ironically, and got the issue resolved after 6 days of discomfort. When I asked for reimbursement, they only agreed to pay a fraction and even sent the check to the wrong person. Their excuse of using outdated contact information was frustrating. I deserve a full refund of my premiums and reimbursement for the repair costs considering the hassles I faced.

Our central AC broke down on July 30th in the scorching Las Vegas heat. The repair company from American Home Warranty came out on August 2nd, diagnosing the issue and ordering a part. Despite being told the part was sent, no tracking number was provided, and neither FedEx nor the repair company could confirm its shipment. After multiple frustrating calls, we finally received a FedEx tracking number on August 10th, which currently shows no status. We are a family of three, including a 2-year-old, enduring this unbearable heat for 11 days now. Customer service has been unhelpful, leaving us feeling misled and stranded. The upcoming forecast predicts even higher temperatures, reaching up to [redacted] degrees. Any advice or assistance is greatly appreciated.

I tried to fix a leaky toilet and I'm having trouble with First American Home Warranty. I opened the request on 8/18 but the original contractor never contacted me. First American Home Warranty assigned a new contractor (Dragon Plumbing Co) on 9/1 who hasn't scheduled an appointment with me and hasn't returned my calls. I received a text for an appointment today 11-3, but it was not confirmed and my tenant can't be there. I need help to ensure the appointed contractor doesn't come today and to schedule a new appointment for Thursday or Friday this week. If it's easier, I can use my own handyman. I appreciate any help as I'm struggling to get this issue resolved with First American Home Warranty and the contractor.

I experienced a malfunction with my condo's rooftop AC on September 11, [redacted]. As a senior with health issues, I had to wait four days for Platinum Repair to fix it. Initially, Mark stated that only freon was needed, but the AC stopped working again two days later. The next repair on September 24 by Boris involved replacing the blower capacitor. Unfortunately, the cooler worked for just two days. I have reached out again, and they are sending Mark back to examine the AC once more. I am extremely dissatisfied with these repeated breakdowns and the delays in service. I had planned to renew my policy early in October, but now I have reservations about continuing with this kind of unreliable service. Kathleen J. Behen/Rachel Thibault. Contract Number #[redacted]1. Address: [redacted] Joseph Lane, Palmdale, CA [redacted]. Expiration Date: October 8, [redacted]. Contact: [redacted]

I am writing regarding Service Request [redacted]76 and work order [redacted]85 detailing a water leakage issue near the hot water heater. The leak was identified above the unit's fittings, leading Unimaster Plumbing to recommend a new hot water heater. Unimaster informed me of additional costs totaling $[redacted] apart from the replacement, without providing a clear explanation for the charges. Despite the heater seemingly working fine since their visit, I am skeptical about the necessity of replacement. An email mentioned a new unit being ordered, and when I inquired about the manufacturer from Unimaster, they suggested contacting your company for this information. I am hesitant to proceed with the installation until my concerns are adequately addressed.

On September 20, [redacted], I reported a non-working oven and three out of four non-working burners to FAHW. However, FAHW did not have an authorized Dacor repairman and I had to find one myself. On October 29, [redacted], the repairman arrived and informed me that FAHW did not have the parts for the repair. Despite numerous calls, FAHW still has not provided a repair or replacement for my oven. Missing Thanksgiving dinner was very disappointing, and as of December 3, [redacted], I am still without an oven. It has been frustrating dealing with this issue for so long and getting the runaround from FAHW. I just want to be able to cook full meals again without any more delays.

On 11/23, the oven on my range wouldn't heat. I called for service on 11/24. The service technician came on 11/27 and identified a faulty heating element. After ordering the part, it took until 12/7 for it to be installed and the oven to heat up. Unfortunately, when I tried to use it on the following Wednesday, it didn't work again. Another visit on 12/11 revealed a different component malfunction. Sadly, this part seems to be unavailable. I reported this to the warranty company, First American, who is looking into it. I'm curious about how long it might take to find the part or what other options I may have at this point.

I have a gas hot water heater that has been diagnosed as needing sensor parts. I contacted First American Home Warranty on January 6th, and a technician came out the next day. Unfortunately, he was unable to get the water heater to operate and his boss had to make a second visit on Friday, January 8th. The boss confirmed the need for sensor parts and mentioned the option to expedite the shipment for an extra cost, though the exact amount was not provided. I was told the parts would arrive the following week on Wednesday or Thursday, but the boss never followed up as promised. When I reached out to the plumber on Monday, January 8th, he only responded via text and mentioned that the parts would arrive by Wednesday or Thursday without any clear explanation on expediting them. Additionally, he suggested a $[redacted].00 flush, which I found to be overpriced compared to another plumber recommended by my realtor. Being new to the area and having just moved in on January 5th, I feel exposed and believe this repair could have been resolved more quickly. I would appreciate any assistance with this matter.

Our Whirlpool refrigerator's ice maker stopped working. We requested a repair and received a work order number. Despite providing our details, we waited two days without any contact. Upon calling in, we navigated the automated system for 30 minutes before speaking to a representative. Disappointingly, we were informed that the repair would take a month due to the service provider's location in Los Angeles, which was not what we were promised under our warranty for local service. We expressed our concerns to customer service, but it was unfruitful. We are frustrated that the issue remains unresolved despite the advertised service standards.

I reported my air conditioner issue on April 1st and a contractor was assigned but canceled. Another contractor was assigned but never contacted us over the weekend. When I called on Monday, there was no response. After calling again on Tuesday, we were given an appointment for Friday between 12 and 4. However, the contractor did not show up, call, or text. Today, we received a call trying to schedule for Monday, but we already had an appointment. I expressed my frustration to the service provider as this is not the first time we experienced such delays. We had a similar issue in [redacted] that took several months to resolve. We have been patient and only request prompt service, especially with warm weather approaching in the south.

Regarding First American Home Warranty in Santa Rosa, California, with reference to claim #[redacted]02 on August 26, [redacted]. Several letters were received indicating a claim for duct work, contrary to the actual claim for the A/C unit. The denial of the duct work claim and the unsolicited $[redacted].00 check are under dispute as no agreement was made. The original A/C claim, unresolved since June, is now facing additional issues related to ducting. The proposed costly ducting replacement is being contested as unnecessary by the user, who has been experiencing problems with the A/C unit since [redacted]. Multiple technicians have examined the issue, with varying opinions on the necessary repairs. The user seeks prompt resolution to either fix or replace the A/C unit, emphasizing that ducting issues should not hinder the repair process. Contact details for further assistance are provided for resolution of the ongoing A/C problem, separate from the functioning ducting system.

I recently requested a repair for my noisy dryer from Black Diamond Appliance Repair. The technician visited on 8/25/[redacted] and mentioned needing approval from FAHW before proceeding. Despite multiple attempts to follow up, the website dashboard still shows the repair as pending. During my latest call just over an hour ago, Liam put me on hold to contact the repair person, but 28 minutes have passed with no update before the call abruptly disconnected. It has been a month since I requested the repair, and after spending countless hours on hold without a callback, my dryer remains malfunctioning. Your assistance on this matter would be greatly appreciated. Thank you.

I am writing to First American Home Warranty regarding contract #[redacted]1 as I believe there has been a breach of contract on your end. The contractor hired by your company to repair my air conditioner has not completed the repair and is unresponsive. Despite making minor repairs 16 days ago and recommending a replacement for the entire unit due to its age and leaks, he has not filed a report with your company as promised. I kindly request that another repair company, other than Harper's Heating and Cooling in Mobile, Ala, be assigned to address this issue promptly. The current contractor has been unreliable and lacks timely communication. I have paid my premiums and deductibles on time, fulfilling my obligations in this contract. I urge you to address this matter urgently.

Please provide service within 24 hours, not 92 hours! My tenant is without hot water, and the problem was reported on the evening of 12/1. The plumber wasn't contacted by FAHW until 12/2, and the first available appointment is on 12/5 because they don't work weekends. This is not meeting the 24/7 service standard you advertise, and it's not fitting for an emergency plumbing service. You need to improve your response time or find another provider. Here is the address: 55 Flamenco, Irvine, CA [redacted]. My contract number is [redacted]1. As I write this, I'm on hold waiting for assistance, hoping for a better outcome this time.

It seems there might have been a misunderstanding in my previous communication. In my initial message, I clearly stated the expectation for service to be provided within 24 hours. The issue at hand is the lack of hot water in the house. The concern with FAHW lies in their lack of an on-call emergency plumber, especially considering that many other plumbing services guarantee service within 24 hours. It is disappointing that FAHW's plumber will not be able to address the problem until 92 hours after it was reported to them.

It has been over a month since my first service report on my washing machine. I was contacted a few days later, and they stated that it would have to be replaced. The washing machine arrived at my house, but it was damaged according to the delivery company. I did not see the damage myself. My main issue here is that the customer service representatives were not on the same page. Each of the reps said they would get back to me but never did. This has been a long and agonizing process. Throughout this ongoing situation, I never raised my voice with your team, and they remained professional towards me. However, I do have concerns about their knowledge. It has been over a month, and I still do not have my washer installed, despite it being delivered on January 4th in the morning. I hope this message does not cause further delay in my washing machine installation.

Our dishwasher stopped working almost a month ago. We filed a claim and it took almost 2 weeks for the repairman to come. They replaced the control board quickly, but the issue is unresolved and the dishwasher is still not working. The repairman didn't thoroughly test it and left on a Friday. I contacted the repair company and First American immediately, but due to the weekend, I didn't hear back until Monday. The earliest they can come back is Wednesday the 29th, over a week away. I am hoping for a new repair company to be briefed on the issue and sent out before Thanksgiving to either fix it or identify a solution before the holiday weekend.