First American Home Buyers Protection

I have been a member of First American for 4 years and every year their services have gone down. The vendors / contractors they choose are not always responsive nor do they communicate the work that needs to be done back to First American. First American is not monitoring any tickets because my tickets went not responded to for two months. I would call FA to let them know that the vendor had come out and they would say we need to wait to hear from the contractor before we can make a decision. I called every week and they continued to wait to hear from the same contractor. I had to ask for a new contractor and the second contractor did the same thing, no response back to the company and FA did not care that tickets were sitting open for weeks at a time. I escalated my ticket to a so called "claims representative" and he did nothing with the ticket for 30 days. I finally replaced the appliance myself because the contractor wrote up a ticket saying the item needed to be replaced. FA is supposed to reimburse you for replacing the item however they only reimbursed me for part of the microwave purchase price. They did not care that I was without a microwave for about 60 days, they never apologized for the inconvenience this caused me, they were only concerned with the contractors and making sure the contractors responded back to them. Their contractor database is sub par and they at not customer service focused anymore. I would not sign with this company.

No resolution.

The workers they send aren't the swiftest. To get the problem resolved, it is a very slow process.

unknown

There is a listing of $700 of costs that aren't covered by my warranty by the service companies that they referred to me. I was told that the vendors that were chosen for me would be evaluated and when I informed the warranty company of these exorbitant charges they did not follow through with the service companies to be sure that the costs being quoted to me are reasonable and necessary. These costs that are not needed and are being quoted to me are not benefitting me but only the service company and the warranty company is not acting on behalf of the consumer but instead on behalf of the service company which drives up my own costs. This warranty costs over $700 a year.

This is a terrible company. I've been so frustrated with this company. I pay my premiums and during the summer I had problems with my A/C. They sent a technician to my home and told me that the warranty doesn't cover this or that. They have bad customer service. I call and have to wait on hold for a very long time and then eventually someone disconnects the call. They're not a good company. I reported to them so many times that my A/C was not working over the course of two months, and they were not responsive. I had to have another company come out to fix our A/C and we wanted to report a complaint on this one. They came out to our home six times and never fixed anything and kept charging us. We wasted a lot of time, and they kept charging us for not fixing it.

Never use this company. They hire the worst contractors and there's always tons of additional charges on every service call. They're horrible on every level.

This is a general comment, not about any specific work that has been done. I have used them several times and its always the same.

They ended up paying $1000 for the compressor on our 15 year AC unit and we ended up replacing it with another new unit - They should have replaced the compressor at their cost but they did not even want to do that unless we spent another $2000 to upgrade the unit. Not acceptable and I do not like the contractors they use - I have had several conversations with companies who say they do not work with the home warranty companies because they pressure them not to do the necessary work and will force them to only do sub standard minimum required work. I spoke to at least 5 different companies and verified this. As such I am not in favor of this home warranty company.

I've had this protection plan this year, paying in every month on time, and my pool pump went out. They sent out a technician, Texas Cool Waters Pool; don't use them either, and the technician said it was the circuit board on the pool, which under the agreement with First American it is covered. I even called the company after the tech left and was told it was indeed covered, four days later (with a pool turning greener by the second) that 'opps' it's not actually covered it is an electrical problem; well that too is covered under the paperwork I've got. Run, don't walk away from this lying conniving cheating company.

The service provider was ALL HOURS APPLIANCE REPAIR. James was amazing. On time...actually a few minutes early (this has NEVER HAPPENED BEFORE....I usually am waiting far past the 4 hour window for a contractor's arrival.) He was very courteous, professional and did a great job. I have always had a great experience with First American. I have been a client for over 1 year, and I was previously with American Home Shield for 8 years. I see First American is rated far lower than American Home Shield. This is not the case for me. My mother uses First American, as well, and the service providers they send are BY FAR more experienced and professional.

The repair was made (at my expense since it "wasn't covered by warranty") and this was the third repair in two months. Have had numerous problems with AC the last four year with "band aide repairs" made to keep it running. One repaired involved taping a collapsed plenum rather than replacing it...AC air is leaking into attic but hasn't been repaired. Absolutely terrible on recognizing a 19 yr old Texas AC with chronic repairs has seen better days. Won't take recommendation from an AC company to replace the unit. They say as long as repairs keep it running there is no need to replace it. I have spent hundreds of dollars out of pocket to keep it running. Have asked they cover a small portion to replace but won't. Will NEVER use this company or any other again. They did admit I have a history of problems & have "documented" that any future service should evaluate if the system needs replacement. Ridiculous! I have an established "history" of chronic problems. Unwilling to work with me. Stay clear of this company!!!

as of 6/8/2012 I still have a fridge sitting in the middle of my house.

After researching 4-5 providers for the Galveston area, we purchased a warranty policy for a 4-year old condo just in case we encountered any problems with the major appliances. The sales person was extremely cooperative and helpful, which wasn't true of all the companies I contacted. The actual policy was to be included during the closing but we didn't notice it wasn't there until later. The real estate agent was contacted but she didn't do a very good job of getting closure. However, once I contacted the company they realized what had happened and mailed out a copy of the policy immediately. We have NOT filed a claim but every contact I've had with the company has been the same. The people have been cheerful, polite, and very responsive. From reading the reports of others on Angie's List, the problems seem to start once the service providers are engaged, so my positive experience might not be representative of the encounters where there is a problem that requires onsite repairs. However, based on my initial experiences I'm pleased with First American Home Buyers and would sign up with them again.xperien

I was really disappointed in this company. I got the insurance because we have a pool, which could be expensive to repair. However if I had back all the money I spent on premiums and service fees when someone came out when I had a problem, I could easily afford a repair! Bottom line, this is a scam. There is so much fine print in the contract that they will almost never have to pay out a claim. If you aren't a plumber or electrician or and expert in whatever service is needed, you won't be able to know whether their exceptions are things that commonly break or need repair. There was always an excuse. Always. After going several rounds with them over other issues in the past (with no success) I cancelled them. Wish I had gotten the warning before I ever became involved with them.

unknown

I would not recommend them. I should have cancelled them the last time I used them. I tried to use them on Sunday when my air conditioner was leaking from the ceiling. You would think for a problem like that you could get someone out there immediately. I have cancelled them and I will go with someone else. They are terrible. The last they replaced the water heater I got screwed on that one. The guy that came out did such a got job after I went through a big hassle to get someone out. This last time they were supposed to be here this morning and nobody came. I pulled up your list and found somebody there that I’m going to use. I will not recommend them to anyone either.