First American Home Warranty

From good to terrible- First American Home Warranty… I have had First American Home Warranty for 8 years, and they have given me terrible service the last year and a half. I just cancelled my service. Most recently, I requested service for my hot water heater and the "vetted professional" plumber that was assigned to my claim had an F rating and 1.5 of 5 rating with the Better Business Bureau, 1.7 on Yelp (42 reviews), 2.2 on Google (92 reviews), 2.1 on Birdseye (90 reviews). I requested an alternative plumber assigned to my claim and was told that there was not a second contractor that could fix/replace my hot water heater in the Metro Detroit area, and that First American did not look at or care about online reviews ( including the BBB- which First American uses in their own advertisements to protect themselves). I was told that my request to find an alternative contractor or use my own contractor would be escalated and I would have a reply in 24 -48 hours. after 48 hours I had no reply and called and was told it was still in review and no one was working on Saturday- so it was 24-48 business hours. And I was told I would not be contacted from anyone from FAHW , but they would assign a contractor who would then contact me in 24-48 hours. I got no reply from anyone on Monday so had my own plumber replace my hot water heater and requested reimbursement for the work. Many of the hours on the phone on hold and after talking to many FAHW employees, I was told several times that my request was reasonable, I had been given a lot of misinformation, that for several occurrences I had not been contacted in the times I was told I would be for the escalations, but they had no power to reimburse me, and could not help escalate to anyone else within FAHW. In summary, I had poor service, First American did not honor their contract to provide "vetted professionals" and did not follow up on escalations and call backs convey their decisions on covering items obviously falling within the contract but not serviced professionally. I will never use this company again

I went through my home warranty company to find a provider that could repair my air conditioner. I placed my claim on 3/17/17 and I still have not heard from the HVAC company. I called the home warranty company and they informed me that the provider had the wrong telephone number. Once I provided the correct information they never tried to contact me. They wanted to come out today and I told them I had things to do. He stated that he could not reschedule and I told them I already waited three weeks. I told them I am paying them for their services and if I am not available then we need to reschedule. They stated that the provider is coming today but failed to give me a time frame. When I asked they just told me sometime today they will come. I only spoke with the home warranty company and still have not spoken directly to the AC company. They are refusing to find another company that could repair my air conditioner because it will take longer. Today is the second time that I called them about this issue and I still have not heard from the air conditioner company.

They just hire college kids during the summer, who don't know what they're doing. I waited two weeks to get a pool detection person out here. My pool was green, in the mean time. I was not a happy camper. As far as the warranty company, you could go online and report your problem and somebody would call you and schedule an appointment usually within 24 hours. The problem is, they assign contractors that don't really care because they aren't getting paid enough. They don't really do anything; they just call a contractor. The contractors only do certain things and they have a lot of extra hidden charges.

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