ComplaintsforFirst American Home Warranty

• Initial Complaint

  04/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Claim #*********. I filed a claim for a broken freezer that is covered by my home warranty policy on April 1, 2024. Over two weeks later, and I still don't have a working freezer. I have been visited by two different contractors a total of three visits with this no resolution. The first contractor that was sent two different times did not do anything to repair the fridge (he put freon in on the last visit which is a contaminant) and when contacted by First American Home Warranty, the contractor indicated he did not do repairs. I have been told by various First American customer service representatives (I've lost count at 8 different ones) that I need to wait ***** hours on several occasions. I have exhausted all the timeframes and the claims specialist I was assigned has not responded to my emails nor any phone calls. I have requested my claim to be escalated and I have not been allowed to speak to a supervisor. I still do not have a freezer, so I have lost a freezer full of frozen meats/food and there is no resolution in sight. I asked my last claims representative if they just wait indefinitely for the last contractor to send in a report and just let their paying customer (11 years) wait and suffer, and she responded simply, "yes." The last contractor told us that they don't make the part needed to repair our freezer anymore; however, First American Home Warranty won't escalate the issue in order to get us the replacement refrigerator we deserve and that is covered by our policy. Filing a complaint was my last resort, but there is no resolution in sight and I can't even send my little kids to school with an ice pack in their lunchbox because I do not have a freezer.

  

  Business response

  04/23/2024

  First Americans records indicate the consumer placed a claim on January 17, 2024, for the kitchen refrigerator not working properly. First American dispatched independent contractor, Fair Price Appliance, who reported the unit to be out of freon; the technician added freon to the unit at the time of service.
  On April 18, 2024, the consumer confirmed to First American that the unit was still not operating normally and requested further assistance. For soonest available service, First American authorized the consumer to locate and hire a licensed and bonded contractor as First American was unable to locate a contractor to complete the necessary repairs in a timely manner for the consumer. Please refer to the home warranty contract, under ***************** Number 3.
  On April 19, 2024, First American received the consumers outside contractors report, advising that the unit had an irreparable leak and would require replacement of the unit. On this same day, First American provided the consumer with a replacement unit offer for their review as well as a cash payment offer in lieu of acceptance of the replacement unit offer. The consumer subsequently confirmed acceptance of the cash payment in lieu of the replacement unit in the amount of $1,356.68, which is based on First Americans negotiated rates with its suppliers as per the home warranty contract, Limits of Liability, Number Fifteen. First American processed this cash payment via overnight mail to the consumer. Further, First American authorized reimbursement to the consumer for the diagnostic fee paid to the outside contractor in the amount of $89.99. Please be advised the diagnostic fee reimbursement is being sent separately to the consumer in the form of a check via US Mail and should arrive in 7 to 10 business days. First American considers this claim closed. 

  Customer response

  04/23/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******************************

• Initial Complaint

  04/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Submitted a ticket for washer 2/28 Contractor assigned by FAHW Contractor has bad reviews on yelp, paid for second opinion who reviewed all areas and replacement of unit recommended.FAHW contractor comes out and says springs need replacing states it will take an hour once part arrives.FAHW contractor comes out 3/11 installs new springs within 20 mins (yay) and spends 1 hr 45 mins trying to figure out why the washer is still moving violently. FAHW Contractor repeated same actions expecting different outcome.I asked if there can be an issue under the washer, contractor said no After 1.5 hours then contractor decides to look under. He states no issues (but he did not remove the protective cover over the motor and belt like my independent contractor did)I informed him I have to be at work prior to the time agreement and upon arrival.I was late for work because he stated he wont come back, **** doesnt pay and was unprofessional etc.Problem still exists with washer FAHW finally sends out second contractor supreme appliance repair on 3/20/24.Technician states bearing is partially broken and to request cash out from FAHW.FAHW contacted on 3/22,3/25,3/26,3/27,3/28,3/29.Finally spoke with ********* supervisor on 3/29 who said shell submit for supreme appliance to come back out.Email on 4/2 at 239 AM. Stating to call supreme appliance to set up appt Called on 4/2 8 times no success. Called FAHW and ******* specialist called stating he will follow up tomorrow 4/3 and still nothing from supreme appliance. ******* calls from FAHW stating h*** escalate the ticket and follow up. No follow up from FAHW until 4/8 when I call. Per FAHW supreme appliance came out twice yet I have camera footage and witness that supreme appliance only came out once not to mention their own rep calling me 4/2 knowing I didnt receive a second visit from them.FAHW closed claim and washer issue still exists (moving during spin from one side of room to other is a mechanical failure).

  

  Business response

  04/18/2024

  First American has assigned  ********************* Incorporated as another second opinion at an attempt to determine the failure.  An appointment has been scheduled for 04/20/2024.

  Customer response

  04/18/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is merely acceptable at best. This business has now utilised 3 companies with poor reviews on yelp with issues with each of them along with poor communication from each company. I anticipate no different with this third vendor. ************, **** stated they would not send out a second vendor after Supreme Appliance yet here we are with a third vendor.

  
  

• Initial Complaint

  04/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Problem : leaking water near the pool filters. Claim#********* WO#********* 2/23/24 **** send A to Z contractor to "assess" the problem. He came on 2/27/24 the same day he assessed and fix the problem without letting me the owner know if I this repair was cover or not under the insurance. He notified the company 2/29/24 the **** send me an email on 3/1/24 saying that there was a charge of $750.00 that is not cover and if I want to proceed or not.I never agreed to go ahead because the contractor did the repair without my consent and now I owe the contract that money.I contact **** several times and promised me a Manager will cal me in 48hrs, never did. Since my claim scalate to that department. Today they supervisor read their resolution that is for me to contact Myself the contractor. And they're not getting involved. I explained the varios Supervisor's that promised me a call back from a Manager that . They should know their contractors how to proceed : Assess the problem, notify the ****, then they will notify if is cover or not . However A to Z pool didn't follow the steps, they repair half way other things, and still have the leaking problem over a month now and **** wants Me to deal the contractor and they will not do anything to fix it on my end. I asked them why will I want to deal with a Contractor that they hired and " supposedly" knows how the warranty works and not just replace or repair parts without the owner or warranty consent, why am I left in the dark to deal with a contractor that I did not hired in the first place and I owe some money that I never authorized. I want to also let you know that I have called over the phone to **** for the past now 4 weeks every Monday and Friday and today I decided to report them to you. Here it is the same of some of the Supervisor names: **************************************. I was told they can only provide me with their names but not Last names.

  

  Business response

  04/10/2024

  First American Home Warranty Corporation (First American) apologizes for any inconvenience the consumer may have experienced during the handling of their claim. After reviewing the claim, First American has authorized contractor A to Z **************** (A to Z Pool), the full amount of $850, for repairing the leak. Therefore, the consumer will not be billed for the cost.
  
  Thank you,

• Initial Complaint

  04/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  You are claiming that the replacement if an insinkerator instant hot water dispenser is valued at $15 which is fraudulent. I will be filing a civil suit against you in which no jury or judge will support your valuation. Additionally you are valuing a shower valve replacement at $15, which is also fraudulent and will not be supported by any reasonable jury or judge

  

  Business response

  04/11/2024

  First American Home Warranty Corp (First American) will like to apologize for any delays or inconvenience the consumer may have experienced during the handling of their claim.

  
  First Americans records indicate on March 28, 2024, the consumer placed a claim for their plumbing which included the shower/tub downstairs, shower head leaking when the shower head is off, instant hot water dispenser not heating water and master shower leaking when the valve is off. First American dispatched independent contractor *************** to diagnose the failure. The contractor reported the leaking valve was dripping through the cartridge for your downstairs shower head and the cartridge was discontinued. The contractor quoted modifications for the replacement valve and recommended replacing the shower valves for both showers.The instant hot water dispenser was not producing heat and they recommended a replacement with modifications as well. Please refer to limits of liability number seven as modifications are not covered by the home warranty contract:

  
        ******* is not responsible for the following: any corrections, repairs, replacements, upgrades, inspections or other additional costs to comply with federal, state or local laws, utility regulations, zoning or building codes; paying any costs relating to permits,haul away fees, construction, carpentry or relocation of equipment; gaining or closing access to Items except where noted in this Contract; and, alterations or modifications made necessary by existing equipment or installing different equipment except where noted in the Central Air Conditioning section of this ********* ******* will not alter structure to effect repair or replacement, nor refinish or replace cabinets, countertops, tile, paint, wall or floor coverings or the like.
  
  On April 9, 2024, First American spoke with the consumer about the invoice for the replacement of the instant hot water dispenser and shower valve. First American provided an email address to send the invoice for further review.

  
  First American considers this claim as pending.

• Initial Complaint

  04/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have had issues over the past 3 years with First American. We pay $804.00 per year for a service, plus an $85 service fee for every call to have First American basically deny us service. The microwave is just another example of their failure to hold up their end of the contract.See the attached document for a summary of issues. The latest is the inability of First American to replace our under-cabinet microwave: Quick timeline for microwave:-March 13, 2024, First American offers us a microwave replacement in an email, we accept, then First American says we cant have it: First American said we couldnt have the first model because GE would not deliver to our house; with no other explanation. The model in question is literally sitting on the shelf at the *********** ********** that is 5 minutes from our house. We offered to go pick up the microwave, First American said no, that was not possible. We asked if the repair man could just pick it up and First American said no, that was not possible. -March *****, 2024, First American offers us 3 different microwaves that either wont fit our space or are of poor quality. Saying these were the only models they could find. Note: per FA policy- if the microwave doesn't fit we have to pay for any cabinet work ourselves.-March 19, 2024, we find an acceptable microwave with a quick internet search-available through *******, Amazon, **********, and ****-s (a ******* 1.6cu.ft ME16H702SES/AA) that would exactly fit into our existing space, we show it to First American who says we cant have it -March 21, 2024, First American tells us theyve done all they can and we are on our own.

  

  Business response

  04/04/2024

  We appreciate the consumers feedback and would like to investigate this. Unfortunately, we are unable to locate them using the information provided. May the consumer their contract or claim number(s),please?

  Customer response

  04/05/2024

   
  Complaint: 21527166
  
  I am rejecting this response because:

  You will find our customer information by either using our address, *********************************************************************; and/or by cross referencing the email under which the company communicates with ** (my husbands email): *********************** My husband is laid up with a broken leg and that is why this initial complaint is filed with my email address. I believer you can also find a claim # and contract # in the document attached in our initial complaint.
  
  ***********************************************

  

  Business response

  04/10/2024

  First American Home Warranty Corporation (First American) apologizes for any inconvenience the consumer may have experienced during the handling of their claim. At this time, First American is in direct communication with the contract holder as the complainant is not the contract holder. Any new information will be communicated to the contract holder.
  
  Thank you,

  Customer response

  04/12/2024

   
  Complaint: 21527166
  
  I am rejecting this response because:

  BBB~  While I understand First American's effort to deal directly with the contract holder (my husband, *******************), unfortunately, First American provides no method by which both my husband and myself can be listed on the contract. I have now informed my husband that he must carry on with this effort to hold First American accountable for a good faith effort to fulfill the contractual obligations outlined in our contract. It is my sincere hope that First American is not using this as either an excuse to avoid helping us out or as an attempt to do a 'bait-and-switch' in the hopes that ******************* won't be able to follow through, thereby attempting to negate this complaint. 
  
  ***********************************************

  

  Business response

  04/17/2024

  On April 10, 2024, First American communicated directly with the contract holder, resolving the issue. 
  
  First American will not release any information regarding the claim to the complainant as the complainant is not the contract holder. 
  
  Thank you,
  
  

  Customer response

  04/17/2024

   
  Complaint: 21527166
  
  I am rejecting this response because: As I suspected, and stated in my last response, it appears that First American is trying to avoid taking responsibility for their bad faith efforts to work with us. In my initial complaint I indicated who was making the complaint, our claim number, and our contract number (also stated in my second response to this issue). I have the same address as what is on the contract and my husband is the contract holder (as explained in my last response your company will not allow more than one name on the contract; which does seem like an issue with how First American conducts their business). 

  Even though the BBB states that a person is not supposed to open more than one claim per issue, it seems like that is what First American is making us do. I will have my husband submit another complaint with the exact same information on it and see what stalling tactics First American takes at that point. However, we will incorporate this newest effort at dodging responsibility to the initial claim. 
  
  ***********************************************

• Initial Complaint

  04/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been a customer of FAHW and I pay for the ********************** company a fees of $60 per month. Twice in a row they rejected my claims with various reasons which were not true. From the last incident, here are the issues -1) They sent a contractor named Nationwide Plumbing and they misbehaved both the times they came to our house even after I requested ***** from FHW not to send.2) Managers from **** disregarded intentionally for a broken handle saying that that was not due to wear and tear while the contractor said that he didn't have parts to replace. 3) For the same order, they sent another contractor named *****'s plumbing and after they came here they said it was not in their work order even after the report was provided by the previous contractor 4) Please note that I explained all including pictures sent advance to all of them. But the rejected most of my work request without legitimate reasons.In the previous occasion, **** engaged the same contractors to reject my water hammering issue with the point that it was due to failure of sprinkler valves, which were not covered. But the water pressure regulatory was the issue and that was covered by my contract with FAHW.They rejected both my claims after they charged service fees of $85 in both occasions apart from my monthly fees of $60 to FAHW even though I clearly mentioned that if those are not covered, I don't want to go for it.Please note that this was done intentionally so that FAHW and the contractors are jointly ripping of the customers.Please help and I have proof to justify.Thanks,******

  

  Business response

  04/12/2024

  First American Home Warranty Corp (First American) will like to apologize for any delays or inconvenience the consumer may have experienced during the handling of their claims.

  
  First Americans records indicate on August 17, 2023, the consumer placed a claim for their sink not draining and leaking from the bottom located in the kitchen and the faucet has no water. First American dispatched an independent contractor *************** and Rooter to diagnose the failures. The contractor reported no mechanical failure to pipe when irrigation was running.

  
  On August 19,2023, the consumer was advised the irrigation system was not a covered item.Please see Well Pump under not covered section:
  

                NOT COVERED EXAMPLES: WELL CASINGS, BOOSTER PUMPS, PUMPS USED EXCLUSIVELY FOR IRRIGATION,ANIMALS AND NON-LIVING QUARTERS, PIPING OR ELECTRICAL LINES, HOLDING, PRESSURE OR STORAGE TANKS, REDRILLING OF *****, DAMAGE DUE TO LACK OF WATER, TAMPERING,WELL PUMP AND WELL PUMP COMPONENTS FOR GEOTHERMAL OR WATER SOURCE HEAT PUMPS AND ACCESS TO REPAIR WELL PUMP SYSTEM.

  
  On August 25, 2023, the consumer placed a recall for plumbing issues. First American dispatched Nation ****************** The contractor reported the issue was a valve outside of the home, which is part of the irrigation system which is not covered by the home warranty contract.

  
  Approximately,seven months later, on March 27, 2024, the consumer placed a claim for their toilet leaking water from the bottom and handle broken, bathtub, sink and a wall pipe not working properly. First American dispatched Nation Side Plumbing to diagnose all failures. The contractor reported the handle was broken from the toilet, and leaking from the bottom and that it would require excessive force to break the handle. The tub basket strainer corroded preventing the push tap stopper from closing to stop the water. The contractor reported the concrete slab would have to be removed to replace the stopper.In addition, there is a drain leak causing damage to the floor and a camera needs to be run. The contractor advised First American; the consumer asked them to leave while explaining about the camera. The claim for the toilet was partially denied for not normal wear and tear.Please see Limits of Liability number three:
  
                                                      Liability is limited to repair or replacement cost of Item due to normal wear and tear.Cosmetic defects are not covered.
  
  On March 29,2024, the consumer called First American and said the contractor did not complete the repairs. The consumer was advised the handle for the toilet would not be covered. The claim was assigned to an independent contractor ************* DBA ********************************. The contractor reported the tub stopper was not threaded properly, the stopper was rethreaded, and the item was working properly.
  
  On April 8,2024, First American spoke with the consumer to get clarity on the plumbing issue. The consumer said there was a leak causing damage to the floor.

  
  On April 9, 2024, First American assigned an independent contractor ***************** Incorporated to diagnose the water leak. An appointment is scheduled for April 11, 2024.

  
  First American considers this claim as pending.
  
  

  
  

• Initial Complaint

  04/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The overall experience has been nightmare. Service request was submitted to bathroom leak to downstair ceiling, service contractor took too long that we needed to hire a local plumber to locate the fix. The leak was temporarily fixed, however more stains on the ceiling kept showing up. Service contractor came, did nothing because they need asbestos test completed. We called to request for asbestos but same plumber was sent out again. He came, looked at and did nothing when I requested for leak/moisture detection.Since the contractor already came twice and kept refusing to service, I requested for a different source but was rejected. Now, I'm being told that second service fee will be charged if they have to come out again while service isn't still complete or any work hasn't been done.

  

  Business response

  04/10/2024

  First Americans records indicate that on March 15,2024, the consumer placed a claim for a pipe in wall/ceiling leaking water,their toilet leaking water and a pipe underneath their sink leaking water.First American dispatched independent contractor DN ********* **** to diagnose the failure. DN ********* **** reported there were no mechanical failures to any of the listed items. DN ********* **** did not recommend any repairs.
  On March 25, 2024, the consumer contacted First American and informed that they were still experiencing failures. As such,First American recalled DN ********* **** to diagnose the failure. On this same day, the consumer contacted First American and advised that they had hired an outside contractor to replace the wax seal on their toilet, which is not covered by the warranty contract. The consumer may refer to their warranty contract section, Important, which states:
  Company will not reimburse you for services performed without prior approval. Company has the sole right to choose a Service Provider.
  Additionally, the consumer stated that after this repair there were water stains in the ceiling and that there was still a leak present.
  On this same day, through March 28, 2024, First American awaited DN ********* **** to contact the consumer and schedule a mutually convenient appointment. On this same day, DN ********* **** contacted the consumer and scheduled an appointment for April 1, 2024, between the hours of 9am and 1pm to diagnose the failure.
  On April 3, 2024, DN ********* **** reported that there were no present leaks or mechanical failures to any of the items. Additionally,DN ********* **** reported that the water stains in the ceiling were a result of the leak that was repaired by the consumers outside contractor and that there were currently no present leaks.
  On this same day, the consumer contacted First American the consumer and advised of this information.
  On April 10, 2024, First American attempted to contact the consumer by phone but were unsuccessful and a voicemail was left with this information.First American considers this claim closed. 

• Initial Complaint

  04/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Currently carry 6 policies with First American Home Warranty. I filed a claim January 2023 for a replacement HVAC unit. I have checked numerous times and every time the response if that the claim is under review. Shortly after this claim was filed, I filed for a replacement hot water heater. Also refused to cover upfront which required me to buy it outright and then file a claim. Same as above, no response, always under review.No, I am seeking a solution to another failed HAVC unit, rental property, and am getting the exact same run around.This company is criminal and appears to be a complete sham. I am seeking resolution but that seems highly unlikely. I am so angry that I fell for this Ponzi scheme.

  

  Business response

  04/10/2024

  First Americans records indicate the consumer placed claim on April 3, 2024, for the heating system not working properly. On this same day, First American dispatched independent contractor,************** A/C LLC (**************), who advised that they attempted to attend the service appointment with the consumer, however, the consumer requested to cancel the appointment at the door.
  As such, on April 4, 2024, First American dispatched independent contractor, Riverside Air and Repair LLC (Riverside Air) to diagnose the consumers heating system. Riverside Air has reported that they have been unable to speak with the consumer to schedule an appointment for service.
  On April 10, 2024, First American contacted the consumer directly and provided them with Riverside Airs contact information to assist with scheduling the appointment for service. Once an appointment has been completed and a diagnosis has been received from Riverside Air, First American will review it for coverage and will contact the consumer directly to advise of next steps. First American considers this claim pending. 

• Initial Complaint

  04/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They are negligent. Hot water leak, went into walls and carpet. Their recommended plumber suggested a new water heater to replace the old one.First American denied this recommendation from their own contractor. The plumber fixed it, next day it started leaking again. (I had contacted FA regarding the plumber's recommendation and said if it leaks again then the responsibility is on them as this is not right. Crazy thing is - FA's notes made it sound like the plumber recommended the repair first, which is not true. Even the plumber said they were denied the replacement)Now it's a week later and we've been using towels all over to keep water from affecting more of our home. And yes it leaked again badly last night and again went into our walls and carpet. I reminded FA of what happened and that this time it's due to their negligence and they are responsible for our walls and carpet. They only repeat their terms which only applies to the initial time ... however they are negligent in denying their own plumbing contractor. Horrible business practice.I also asked for a cash out amount so the plumbers could fix it same day -- no one got back with me It's literally one thing after another --- it's been a terrible experience that has affected us in many ways the past 2 weeks.

  

  Business response

  04/10/2024

  First Americans records indicate that on March 12,2024, the consumer placed a claim for their water heater leaking water. First American dispatched independent contractor Prime Plumbing & Drains, LLC to diagnose the failure. Prime Plumbing & Drains, LLC reported the ******* were leaking from the top and was repairable. Prime Plumbing & Drains, LLC recommended replacing the dialectic ******. First American authorized the repair.
  On March 20, 2024, the consumer contacted First American and advised that they were experiencing the same failure. As such,First American recalled Prime Plumbing & Drains, LLC to diagnose the failure. Prime Plumbing & Drains, LLC reported that the water heater was leaking and unrepairable. Prime Plumbing & Drains, LLC recommended replacing the water heater. First American authorized the replacement. First American authorized the replacement. Please be advised, when replacements of such item/s are needed, modifications are needed and are not covered by the home warranty contract. Prime Plumbing & Drains, LLC quoted $350.00 to haul away existing equipment, modify the existing water line, venting and gas line, which is not covered by the warranty contract. The consumer may refer to the warranty contract section, Limits of Liability, Number Seven, which states:
  ******* is not responsible for the following: any corrections, repairs , re placements , upgrades, inspections or other additional costs to comply with federal, state or local laws, utility regulations, zoning or building codes; paying any costs relating to permits , h aul away fees, construction, carpentry or relocation of equipment; gaining or closing access to Items except where noted in this Contract; and, alterations or modifications made necessary by existing equipment or installing different equipment except where noted in the Central ***************** section of this ********* ******* will not alter structure to effect repair or replacement, nor refinish or replace cabinets, countertops, tile,paint, wall or floor coverings or the like.
  
  On March 21, 2023, First American contacted the consumer and advised of this information.
  On this same day, through March 28, 2024, First American awaited the consumers decision to proceed with the water heater replacement. On this same day, the consumer accepted the water heater replacement with noncovered costs.
  On April 3, 2024, the consumer contacted First American and informed that there were damages as a result of the leaking water heater. First American advised the consumer that damages caused by the leaking water heater are considered secondary damages and are not covered by the warranty contract. The consumer may refer to their warranty contract section,Limits of Liability, Number Four, which states:
  
  ******* is not responsible for consequential, incidental, emotional d i s tress , pain or suffering, tort or exemplary damages, secondary damage, loss resulting from the malfunction of any Item, or a Service Providers delay or neglect in providing, or failing to provide, repair or replacement of an Item due to shortages of labor and/or material s , or any other cause beyond our reasonable control.
  
  On April 7, 2024, Prime Plumbing & Drains, LLC contacted First American and advised the water was replaced and operational.
  On April 10, 2024, First American attempted to contact the consumer by phone but was unsuccessful and a voicemail was left with this information. First American considers this claim closed. 

  Customer response

  04/10/2024

   
  Complaint: 21524495
  
  I am rejecting this response because:

  First American has left out the key pieces of info, which I specifically addressed. 
  

  Their records are incomplete, which I've pointed out to them.

  Prime Plumbing, who were fine to work with, had recommended a new water heater.
  Yes, they said the ****** was broken, but they said they recommended a new water heater due to the age of the unit.
  It's, at least, 10 yrs old.

  First American denied this recommendation from their own contractor.

  I called in immediately after this rejection and told them I understood that the first leak and any damage caused to my walls and carpet are not covered.
  I had no problem with that.

  However, I specifically told them - I can't have more damage to my carpet or walls due to them now denying their own plumbing contractor's recommendation.

  This response from First American ignores what the actual issue is.
  They were negligent for denying their contractor's recommendation and taking a risk with my home.

  I told them all of my concerns and that, if it does leak again, then they are responsible for the damage if it leaked again.

  It's not right for them to turn down the replacement recommendation and 'roll the dice' with my home, by insisting they attempt to fix is instead of replacing the old unit.

  In this response, they only restate their 'terms', which is disingenuous.

  They know that this is about the 2nd leak, which was the next day btw.
  They denied my phone call stating my concern about them denying the plumber's recommendation.

  To say that their process in handling this is unethical is putting it mildly.

  This first response from them appears to be a delay tactic and a way to appear like they are providing facts.
  They have on restated the things that happened and their terms. 
  Yet they won't acknowledge their denial of their own contractor's recommendation since my home was at risk to having another leak - why? - because it was an old water heater.

  We already know this is what they do and how they handle these situations.
  Enormous regret for trusting this company with my home.
  
  Sincerely,
  
  *************************

  

  Business response

  04/15/2024

  As previously mentioned, First Americans records indicate that on March 12, 2024, the consumer placed a claim for their water heater leaking water. First American dispatched independent contractor Prime Plumbing & Drains, LLC to diagnose the failure. Prime Plumbing & Drains,LLC reported the ******* were leaking from the top and was repairable. Prime Plumbing & Drains, LLC recommended replacing the dialectic ******. First American authorized the repair.
  On March 20, 2024, the consumer contacted First American and advised that they were experiencing the same failure. As such,First American recalled Prime Plumbing & Drains, LLC to diagnose the failure. Prime Plumbing & Drains, LLC reported that the water heater was leaking and unrepairable. Prime Plumbing & Drains, LLC recommended replacing the water heater. First American authorized the replacement. First American authorized the replacement. Please be advised, when replacements of such item/s are needed, modifications are needed and are not covered by the home warranty contract. Prime Plumbing & Drains, LLC quoted $350.00 to haul away existing equipment, modify the existing water line, venting and gas line,which is not covered by the warranty contract. The consumer may refer to the warranty contract section, Limits of Liability, Number Seven.
  On March 21, 2023, First American contacted the consumer and advised of this information.
  On this same day, through March 28, 2024, First American awaited the consumers decision to proceed with the water heater replacement. On this same day, the consumer accepted the water heater replacement with noncovered costs.
  On April 3, 2024, the consumer contacted First American and informed that there were damages as a result of the leaking water heater. First American advised the consumer that damages caused by the leaking water heater are considered secondary damages and are not covered by the warranty contract. The consumer may refer to their warranty contract section,Limits of Liability, Number Four.
  On April 7, 2024, Prime Plumbing & Drains, LLC contacted First American and advised the water was replaced and operational.
  On April 10, 2024, First American attempted to contact the consumer by phone but was unsuccessful and a voicemail was left with this information.
  Regarding the consumers statements about First American ignoring a contractors suggested recommendation is not factual. Prime Plumbing & Drains, LLC recommended replacing the dialectic ******* of the water heater. Additionally, Prime Plumbing & Drains, LLC advised this was a viable repair and only suggested replacement of the water heater if this current repair did not hold. The consumer may refer to their home warranty contract section, Limits of Liability, Number Ten, which states:
  Company will determine, at its sole discretion, whether a covered system o r appliance will be repaired or replaced.
  
  As such, First American considers this claim closed. 

  Customer response

  04/15/2024

   
  Complaint: 21524495
  
  I am rejecting this response because:

  This is a case of bad notes on the part of FA.

  Prime Plumbing told me while in my home they mentioned that a new water heater is recommend, however that it's the ******* that were leaking.
  But that the age of the water heater reveals that a replacement was the appropriate option.

  Again - PP told me, warned me --- this is how FA will want to handle it.  They will try to repair an old unit.
  

  The fact that FA's notes don't say a single thing about their recommendation that they said a new unit was best is extremely negligent, disheartening and unethical.

  Notes to should say everything --- however since I had called right away that I warned a new leak and then that new leak causing damages will be on them, not me. 

  It's suspect that not one note was written saying anything about this. 

  And this response takes the method of repeating the 'terms' when we're past this point.

  They have shown to be unscrupulous in their dealings -- I gave the warning that I was concered for a 2nd leak and damage and now they are 'protecting themselves'.

  What's the recourse?  Simple to believe their response?

  Very poor business ethics.
  
  Sincerely,
  
  *************************

• Initial Complaint

  04/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  3/15/2024: ************** call: Water Pressure Regulator is not working.3/19/2024: Plumber came out for 10 second (look at my water pressure and left)3/22/2024: Informed by First American saying that we need to pay $595 for the service (modifications needed as modifications are listed as non-covered under the term)3/22/2024: They asked us either repair and paying $595 or cash out (part) and get our own plumber to repair.3/22/2024: They said they will pay us $45 for the part (on line it cost $515 for the part) and we need to pay for a new plumber 3/22/2024: Asking as to why they need modification. We requested that no modification needed to repair. Asking for written report or break down of modifications (time etc...) Emailed both First American and ********************* Plumbing, but nothing provided.3/24/2024: Asking again for written report as to why modifications needed. NO reply 3/25/2024: First American informed me that ****************************** sent written report to us.3/28/2024: ********************* Plumbing report: just showed Modifications cost $595. nothing else 3/28/2024: FA said they reached out to ********************* asking if modifications needed to complete repair, but no reply form ********************* Plumbing. FA asking if we want to to cash payment option and get repairs done outside of FA warranty. They only payment us $45.00 4/1/2024: it showed on line on our account that WORK ORDER WAS COMPLETE. NO, nothing been done. Called FA and said that they received note from ********************* saying: Work complete. I called FA and was informed that WORK ORDER WAS COMPLETE. I am asking them for written report of what was COMPLETE but they said it was COMPLETE and I am unable to request another Service Call until after 30 days.

  

  Business response

  04/09/2024

  First Americans records indicate that on March 17, 2024,the consumer placed a claim for their pressure regulator not working correctly.First American dispatched independent contractor ********************* ************* who scheduled an appointment with the consumer for March 19, 2024, between the hours of 1pm and 5pm to diagnose the failure. ********************* *************reported the pressure regulator valve was no longer working and was unrepairable. ********************* ************* recommended replacing the pressure regulator valve. First American authorized the repair. First American authorized the replacement. Please be advised, when replacements of such item/s are needed, modifications are needed and are not covered by the home warranty contract. ********************* ************* quoted $595.00 to modify existing piping,which is not covered by the warranty contract. The consumer may refer to their warranty contract section, Limits of liability, Number Seven, which states:
  ******* is not responsible for the following: any corrections, repairs, replacements,upgrades, inspections or other additional costs to comply with federal, state or local laws, utility regulations, zoning or building codes; paying any costs relating to permits and haul away fees (unless included in your plan selection), construction, carpentry or relocation of equipment; gaining or closing access to Items except where noted in this Contract; and, alterations or modifications made necessary by covered repairs or replacements except where noted in the central air conditioning section of this ********* ******* will not alter structure to effect repair or replacement, nor refinish or replace cabinets, countertops, tile, paint, wall or floor coverings or the like.
  
  On March 20,2024, First American contacted the consumer and advised of this information.
  
  On this same day, through April 5, 2024, First American awaited the consumers decision regarding the noncovered costs to modify the existing piping. On this same day, after further review of the claim, per the consumers warranty contract, costs to perform modifications are limited to $1,500.00. The consumer may refer to their warranty contract section, First American Advantage, which states:
  
  
  STARTER PLAN COVERAGE ITEMS
  Not covered.
  ESSENTIAL PLAN COVERAGE ITEMS
  Combined limit up to $500
  ******* will cover fees associated with the use of cranes or other lifting equipment required to service roof-top heating and air conditioning units.
  ******* will pay to correct code violations when effecting approved repairs or replacements. ******* may, at its option, pay you in lieu of performing the work.
  Where local building permits are required prior to commencing replacement of appliances, systems or components, ******* will pay for such local building permits. ******* will not be responsible for replacement service when permits cannot be obtained.
  ******* will repair or replace a covered system or appliance (excluding roofs and ductwork) that fails as a result of improper installation, modification or repair, or due to not being properly matched in size or efficiency at any time prior to or during the term of this Contract provided the system is not undersized relative to the square footage of area being cooled or heated.
  ******* will pay costs related to refrigerant recapture, reclaim and disposal (if required) and the haul away of an appliance, system or component when ******* is replacing a covered appliance, system or component.
  PREMIUM PLAN COVERAGE ITEMS
  Includes Essential Plan Items
  Adds $1,000 to Essential Plan limit for a total of $1,500
  
  As such, First American authorized ********************* *************
  On April 9, 2024, First American contacted ********************* ************* who informed that the required part for repair was on a manufactures back order. On this same day, First American contacted the consumer and advised of this information. The consumer should please be advised that ********************* ************* will contact them directly to schedule a mutually convenient appointment.First American considers this claim pending. 

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