Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/09/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed a submission claim for a home warranty repair on a range hood. The issue has been open for months as the warranty company provides one contractor as an option. This contractor is non-responsive doesn't show up to appointments, makes cancellations and is generally unreliable. The contractor company has stopped responding to me and I don't know when they're coming to fix the range hood.

  

  Business Response

  Date: 06/10/2025

  First American Home Warranty (First American) apologizes for the delays and inconveniences the consumer has experienced with the range hood and refrigerator claim.  First American's records indicate the consumer placed a claim for both items on April 4, 2025.  The claim was dispatched to independent contractor Proper ******************** who advised First American they had found no mechanical failures with the range hood and the refrigerator.  The consumer contacted First American and advised that *************************** had reported to them that parts were needed to repair the range hood.  First American reached out to Proper Appliance for additional information but due to the contractor being non-responsive has transferred the claim to **************** to provide diagnostic reports for both appliances.  First American will continue to follow up with the contractor and consumer throughout the appointment and repair process to ensure the repairs are completed in a timely and satisfactory manner.  First American appreciates the consumer's patience in this matter.  

  Customer Answer

  Date: 06/10/2025

   
  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

  Date:06/06/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had filed two separate claims with First American Home Warranty. I paid two separate $100 fees to file these claims. The company sent technicians to my home and both instances they refused to do the work citing access issues as the reason. I called the home warranty company and gave them this information and they refused to send another company out for a second opinion and kept telling me it was "impossible" to do so. I wound up hiring another company to come to my home, out of pocket. They were able to complete the repair the same day with no issues and confirmed that access should not have been an issue.I called First American Home Warranty to ask for a refund for just the two deductibles I paid totaling $200. I did not originally ask them to reimburse the money I paid out of pocket to the other company who completed the work, but they still refused and again said it was "impossible" to give me a refund. I now believe they should reimburse me for all out of pocket expenses due to their negligence and inability to assist with the service I paid for.

  

  Business Response

  Date: 06/12/2025

  We would like to apologize for any inconvenience and delays the consumer may have experienced during the handling of their claims. According to our records, the consumer placed a claim on May 16, 2025, due to finding water coming out of the walls in their basement. Rocky Mountain Plumbing & Remodeling (**************) was dispatched and reported the line that was leaking was blocked by a vent pipe, which would need to be removed to allow for repairs. Under the provisions of the consumers home warranty contract, under Coverage Details, we are only responsible for providing access for covered plumbing repairs through unobstructed walls, floors or ceilings. As such, the consumers claim was placed on hold pending them creating access. On June 6, 2025, the consumer notified us the repair had been completed by a contractor they hired, and they requested a refund of the $100.00 service call fee paid during claim placement.We advised that as Rocky Mountain had completed diagnosis, a refund of the service call fee was not possible, and our decision on that matter remains unchanged. However, after reviewing the invoice from the consumers contractor,Any ************** we have processed reimbursement in full at $656.00 as they were able to complete the repair without the vent pipe being moved. The consumer should allow 5-7 days for delivery of the check.
  
  Regarding the ductwork, the consumer placed a claim on May 20, 2025, for a leak, and Luxor Heating and Air (Luxor Heating) was assigned. On June 12, 2025, Luxor Heating notified us that they found the leak was related to the consumers plumbing,not any portion of their HVAC system. Therefore, as a gesture of goodwill, we have refunded the $100.00 service call fee paid back to the consumers credit card on file. The consumer should allow 7-10 business days for the refund to reflect to their account as processing times vary based on policies of the card provider.

  Customer Answer

  Date: 06/12/2025

   
  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

  Date:06/04/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A claim was filed to first american home warranty on 05/29/2025 for our pool pump that stopped working. First American home warranty sent out contracted company *********************** on 06/03/2025 and they advised **** ******* husband and home owner the issue was with the pump and would notify first american, the contractor was at our home for less than 10 mins. On 06/03/2025 Kole called First American and spoke to a representative at 2:07pm yesterday and they also confirmed the issue was with the pump and how to move forward because the pools needs to be taken care of as soon as possible before it turns green. On 06/04/2025 **** home owner received an email from first american stating the claim was denied due to issue being the pool pump, in our contract with first american it clearly states the pool pump is covered up to 2500$. On 06/04/2025 ****** home owner called First American and asked why claim was denied, the representative and manager spoke to both claimed the contractor stated it was not the pump that it was a clogged pipe underground, I advised that is a lie that is not what the contractor told us and not what the email we received said in writing and pump is covered in our contract. First American and Unified contractors are both liars and scammers, we are seeking reimbursement since we now have to have a third party make the fix, and will be submitting his proof to first american. The Third Party stated they would replace the pump for 1,950$, first american contract states we are covered up to 2500$

  

  Business Response

  Date: 06/11/2025

  First American Home Warranty (First American) apologizes for the delays and inconveniences the consumer has experienced with their pool pump claim.  First American's records indicate the consumer placed a claim for their pump on May 29, 2025.  First American dispatched the claim to independent contractor *********************** who provided a diagnostic report stating there were no failures with the pool pump itself but the issue was with a clog on the inlet side causing reversal of water flow in the underground plumbing.  First American denied the claim because underground plumbing is not covered by the consumer's warranty contract.  The consumer provided a second opinion diagnostic report for the pump from a contractor outside the warranty contract.  The contractor advised they had found the impellor sheared off the pool pump which caused the pump to not work at all.  The contractor replaced the pump due to it being more cost effective to replace the unit then to repair the pump.  Because the consumer's pool pump is a covered item under their warranty contract, First American has processed a reimbursement for the pool pump replacement.  The consumer should allow 7-10 business days for the receipt of the check.  First American appreciates the consumer's patience in this matter.  

  Customer Answer

  Date: 06/11/2025

   
  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

  Date:06/01/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company is not the one to choose. I have been with them for a 2 years. I have have multiple claims and only 2 of them were "approved". Both were assigned to the same company. The first one was semi fixed, but luckily it was a small issue and we were able to round it out to make sure it was working. This most recent one was my water heater. I pay extra on my contract to cover this. It went out and was approved to be replace. They go with the most cheapest company to save them money... although I pay them a good amount.. this company took almost five days after they got the approval and the water heater to come install it (which I get it, they were busy). But the day after they installed it, it started leaking again... they came out and tightened something and said it was good. Three days later we smelled gas and asked that they come out to fix it, the lady that speaks for the company called the next day and said that they guarantee its not on them and that they won't touch gas leaks, she made it seem like it was an hassle for them to come check it. I called a more reputable company out to check it, luckily there wasn't a gas leak, however, they informed me that the state didn't inspect the gas water heater like they are supposed to and that there were three code violations that would cause leaking and the water heater itself to fail much quicker than it should. I am paying them to come fix it and I called First American to see if there was anything they could do... I was told that my contract doesn't cover code violations.... despite it being the company THEY hired to come fix it and they didn't care... nothing can be done since the company they hired won't fix code violations and I'm looking elsewhere... Don't go with this company, it's a waste of money, I would like out of my contact early and don't give them ANY more money since I'm already out 300 for their mistake. I have until September on my contract.

  

  Business Response

  Date: 06/09/2025

  First Americans records indicate that on May 14, 2025, the consumer placed a claim for a pipe connected the water heater that was leaking.First American dispatched independent contractor *********************** to diagnose the failure. *********************** reported the water heater was leaking and was unrepairable. *********************** recommended the replacement of the water heater. First American authorized the replacement.
  On May 20, 2025, *********************** contacted First American and informed that the replacement water heater had been installed and was operational.
  On May 21, 2025, the consumer contacted First American and informed that the replacement water heater was leaking water. As such, First American recalled ******************************** who scheduled an appointment for this same day to diagnose the failure. *********************** reported a loose line that required tightening which was completed during the service visit.
  On May 28, 2025, the consumer contacted First American and informed that they were still experiencing issues with the replacement water heater. As such, First American recalled *********************** to diagnose the failure.
  On June 1, 2025, the consumer contacted First American and informed that she had hired an outside contractor to diagnose the failure,which is not covered by the warranty contract. The consumer may refer to the 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 informed First American that an outside contractor had identified an improper installation of the water heater.The contractor noted several issues, including incorrect flex connections for the unit, the absence of a drip leg, and a vent pipe that had not been properly secured to the new water heater. The contractor provided a repair estimate of $280.50.The consumer further advised First American that the repairs had been completed by the outside contractor.
  On June 9, 2025, First American contacted the consumer and requested a copy of the outside contractors invoice for review. This same day,the consumer provided First American with a copy of the outside contractors invoice for review. After review, First American processed and authorized reimbursement to the consumer in the amount of $280.50. The consumer should please allow 7 to 10 business days for processing and mailing of the check. First American considers this claim closed. 

  Customer Answer

  Date: 06/09/2025

   
  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

  Date:05/28/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  service request #********* opened on 3rd of May.First American HV** contractor wrongly diagnosed an issue with my HV** and had me replace the compressor and charged me $505 out of my pocket in addition to the $100 I paid to fahw for opening the request on top of the premium I am paying.The reason I am stating that first american home warranty contractor wrongly diagnosed the problem is that, the issue still persists in the exact way not up any more, not up any less after the repair is done. Now **** contractor is saying there is an issue with the electricity flowing to the ** unit which is tripping the breaker (which is exactly the same issue I reported from the beginning).Now First American home warranty CAD department is asking me to PROVE that there is no issue with the compressor of my HV** unit to begin with as if you have complete faith in your HV** contractor. refer the first and second report sent to me by your CAD department to me from the **** contractor. "Here is the diagnoses from the HV** contractor from 123 *********The first report: dirty coils caused compressor damages.The second report: unit cutting off but not pulling high amps - would need electrician to check the breaker."Now for almost a month I am running without my ** because of your inefficient employees and substandard contractors.

  

  Business Response

  Date: 05/30/2025

  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.

  According to our records on May 3, 2025, the consumer placed a claim for indoor unit running,outdoor unit is turning off continuously by tripping the 240volt circuit breaker. First American dispatched the independent contractor 123 ******** to diagnose the failure.The contractor reported dirty coils in the condenser caused damage to the compressor.First American authorized replacement of the compressor with modifications. The independent contractor 123 ******** replaced the compressor. Please see Limits of Liability number seven:
  
  Company 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 Contract. Company will not alter structure to effect repair or replacement, nor refinish or replace cabinets, countertops,tile, paint, wall or floor coverings or the like.
  
  First American has reviewed the consumers air conditioner claim and spoken with consumer. First American has authorized the repair of the breaker and wiring.

  First American considers this claim as pending.

• Initial Complaint

  Date:05/27/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I requested service on April 29th and paid the $100 fee for the upstairs unit to be repaired. They assigned it so Satified AC. The technician came out, started out trying to sell me a new unit, asked him to just fix my unit, he went around the house came back about 10 minutes said it was not fixable, said the brick that has been there 12 year has made the unit unstable, the wiring is wrong, there was a power surge and other issues. Handed me a breakdown of the cost of a new unit with pricing and payments, said he sent the report to First Am telling them it is not fixible. I called First Am when he left told them I wanted a second opinion, they said I would have to pay and have them send them a report which I did, they came out about an hour later, the tech was out there minutes came back said the wires were twisted, caps off the freon, screws off the door or the unit, and it was unplugged he asked me was the downstairs working I said nothing was wrong with the downstairs he informed me these things were done to both. He sent in a report, First American denied the claim stating a power surge. I called them and told him he jacked with the wrong unit, Now neither works, and how was there a power surge which I think Satisfied either lied about or created, They need to make him come put my unit back the way it was when he stepped on my property, they told me it was up to me to contact the contractors they could not do anything about it. I told them this was their vendor they have fudiciary responsibility. He was there because they sent them, they hired them, and they were an agent of First Am. Now I have neither working and they want me to pay another $100 to have someone come look at the downstairs which Satified AC tore up. I have been going round and round with them since April 29th. If that tech had never touched the downstairs it would be working it was not even on the service ticket and now, I have to pay for their mistake and First American

  

  Business Response

  Date: 05/29/2025

  First American Home Warranty (First American) apologizes for the delays and inconveniences the consumer has experienced with their air conditioning claims.  First American's records indicate the consumer placed a claim on their air conditioning on April 29, 2025.  The claim was dispatched to independent contractor ***************************** who indicated the there was electrical and pest damage inside the condenser and that the unit was also not sitting level.  The contractor provided First American with photos showing the wiring frayed and chewed and also showing the wall of the unit blackened from an electrical failure.  First American denied coverage for the repairs since the failures were not due to normal wear and tear.  The consumer disputed the denial of coverage and a second opinion was provided by ********************** who indicated they found the unit missing screws and being dismantled with the panel removed.  The contractor declined to perform a diagnosis on the unit.  The consumer requested another contractor provide service and paid a service fee for a new claim.  First American has reimbursed that service fee and has contacted the third company, independent contractor ****** heating and ******************** and requested they provide a diagnostic review of both the consumer's air conditioning systems.  First American will continue to follow up with the contractor and the consumer throughout the appointment and diagnostic process.  First American appreciates the consumer's patience in this matter and considers this claim pending.  

  Customer Answer

  Date: 05/30/2025

   
  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

  Date:05/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Home warranty is claiming not to cover failure of A/C system due to not normal wear and tear and acts of vandalism. Unit was recently repaired by an external contractor and shown to be in working order. Also unit is on a locked rooftop area in a gated community, no vandalism could occur. Unit needs to be replaced and warranty company is incorrectly identifying the damage in order to avoid replacement cost. Also warranty company is attaching pictures of damage to another a/c unit & claiming it is mine. See photos which depict multiple a/c units thats not mine.

  

  Business Response

  Date: 05/29/2025

  First American's records show that the consumer placed a claim for their system not cooling. First American dispatched Smartchoice who reported that the condenser had been damaged and the failures to the system were not a result of normal wear and tear.  In addition to, the contractor provided photos of said damages. Upon review of the report and photos, First American denied coverage of the consumer's claim. 

  At this time, First American is aware that the consumer is disputing the denial and stating that they previously hired their own external contractor to complete repairs to the system and that the photos provided by Smartchoice were not of their specific unit.  As such, First American has requested that the consumer provide a copy of the report and paid invoice for the repairs completed by their hired contractor and any photos of their particular unit.  Once received, First American will further review to determine coverage.

  
  

  
  

• Initial Complaint

  Date:05/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ive been using first American for around 10 years now on my current home and my previous, as well as using them on all of my real estate contracts over the past 8 years. As of late the service has been getting less accommodating. First I reported my microwave not working because the keypad shorted. Because it started working again no repairman actually came out. When it went out AGAIN I was told I would get a call back because they would waive the $95 deductible and I never got called. It went out a 3rd time and they refused to waive it although I had already paid and never got service. This repair took 3 weeks and I had to buy a tabletop microwave in the meantime. The tech also stated Im shouldnt have been on the hook for the original fee since nobody was ever sent out . I then had an issue with my garage door. Mind u my home is 12 years old and in my experience at a property manager and realtor it would be highly normal for it to be time to replace it. My door went out in the middle of the night and I desperately needed my car released so I had someone come to release the car. The door then could be opened manually up and down but that means anyone could get in. I made sure to report the problem in a timely manner and where I would likely be home for the repair. In that timeframe my garage was broken into with some very random items stolen. This is all very much a safety issue as well as people can attempt to enter my home with my children inside through the garage now. The technician came out and told me the warranty company wouldnt cover this expense and it would be $999 for a new garage all because there was a part missing from when I NEEDED to get out. The technician was cold and not understanding at all. This seems outrageous being a long time customer and having a 12 year old garage ANYWAY! These experiences are showing such a lack of care for the customer.

  

  Business Response

  Date: 06/02/2025

  First American Home Warranty Corporation (First American) would like to apologize for any inconveniences and delays the consumer may have experienced during the handling of their claim. Upon review, the consumer placed a claim on February 6, 2025 for their microwave not working properly. An independent contractor, ***************************** replaced a fuse and repaired the unit on or around February 24, 2025. Subsequently, the claim was considered closed. 
  
  On May 1, 2025, the consumer placed a new claim for a failure with their microwave. First American dispatched ***************************** who replaced the control board. It is reported the microwave is working properly now.
  
  Please be advised, First American provided the consumer with a service call fee reimbursement in the interest of customer service.
  
  As for the garage door opener, First American dispatched **************************** to provide a second opinion diagnosis.

• Initial Complaint

  Date:05/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  First American Home Warranty (FAHW) has been really hard to work with, our home a/c went out on 19May25. We have not been allowed to talk with a manager, we have had delays after delays. They have continued to go back to the contractors which did nothing but increased the amount of non-covered charges and continually delayed repairs. Example is $5,800 in non-covered charges, and we have the first class upgrade on our contract. The 'FORCED' payout is roughly $1,300. I say FORCED because they sent a letter saying 10 days from date of letter we will be cashed out, letter dated 15May25 and FAHW forced the cash out on 23May25. Not to mention I called FAHW the day we received the letter and was told not to worry about it since we have an assigned representative to our case. We have been a client for over 14 years. We have nit been afforded the opportunity to talk with a manager, have requested it several times, it appears they think they are too good to talk with clients. Last thing is our a/c system is R22 freon, they want to replace it with outdated R410 freon, we had hoped for the current freon of R32 or R454B. We were actually told one bid was low because the contractor requested R22 replacement and then later told that both contracts were priced by the purchasing ***** to be a R410 freon replacement, each time contacting **** everyone gave us a different time line.

  

  Business Response

  Date: 05/29/2025

  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.

  According to our records, on April 21, 2025, the consumer placed a claim for their air conditioner not cooling. First American dispatched independent contractor ************************* who reported condenser has very little refrigerant. Nitrogen leak test determined several leaks that would not hold the repair. First American received the report May 1, 2025, and authorized replacement of the condenser and replacement of evaporator coil for compatibility with modifications. Please see Limits of Liability number seven:
  
  Company will pay up to $250 to correct code violations when effecting approved repairs or ******************** may, at its option, pay you in lieu of performing the work. Company is not responsible for the following: any other 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 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 Contract. Company 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 May 5, 2025, the consumer requested the breakdown of the modifications and the cash in lieu amount for the condenser and evaporator coil replacement. First American provided the breakdown. The consumer was advised of the cash in lieu offer in the amount of $1260.20. The consumer did not agree with the cash in lieu amount. Please see Limits of Liability number fifteen:
  
  You and Company may agree on payment of cash in lieu of repair or replacement.Payment is made based on Companys negotiated rates with its suppliers, which may be less than retail. If you accept cash payment, you are required to repair the Item or provide a new replacement and send proof of repair or replacement to Company. The Item will not be covered under this or future Contracts until such proof is provided.
  
  On May ******, First American dispatched independent contractor ********** who reported multiple leaks in the evaporator coil and condenser. The modification cost for the replacement of the condenser and evaporator coil increased. Please see Customer Service:

  Trade Call means each visit by an approved Service Provider to service each home system or appliance. You will pay the service call fee disclosed on your Home Warranty Summary page for each separate Trade Call. An additional service call fee will not be due when multiple visits are required to remedy the same home system or appliance. Service Providers dispatched for Trade Calls are independent Service Providers, not agents or employees of the Company. Company warrants Service Providers work for 30 days. If the Item fails outside of the 30-day time period, an additional service call fee will be charged. Failure to pay the service call fee may delay processing of future claims.
  
  On May 15, 2025, the consumer advised First American that they do not accept the modification costs. The consumer requested newer equipment which would require new refrigerant R/32 or R454 which would increase the cash in lieu amount.

  First American has reviewed the consumers air conditioner claim and spoken to the consumer. First American advised the consumer when modifications are not accepted the cash in lieu is the only option. First American advised the consumer a cash in lieu of the replacement of the condenser and evaporator coil was processed in the amount of $1345.66. The check has been delivered to the consumer.

  First American considers this claim closed.

• Initial Complaint

  Date:05/26/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had first American home warranty for 12months and since I had them my refrigerator has went out twice, the first time they said that it was a compressor they replaced that in February now my refrigerator went out again within 3 months. I have put in another request for my refrigerator and of course every time you put a request in its $100. I have put in my request and they sent some out that didnt do the repairs for my refrigerator. I have been calling and sending messages in regards to my request on my refrigerator and have not heard back from no one. I would like to get a resolution to the problem or replace my refrigerator or get a refund. I just feel like they are not doing their job and very poor communication with there customers. Please assist. Thank you

  

  Business Response

  Date: 05/28/2025

  First American Home Warranty (First American) apologizes for the delays and inconveniences the consumer has experienced with their refrigerator claim.  First American record's indicate the consumer placed a claim for the refrigerator not cooling and freezing on May 9, 2025.  First American dispatched the claim to JDL Maintenance who advised the refrigerator had a sealed system leak which they did not service.  First American was unable to locate a contractor that services sealed systems issue in the consumer's area.  Due to this the consumer was authorized to locate a contractor outside the warranty contract to provide an estimate for the repair of the unit.  Due to the delays in resolving the refrigerator issues, finding a contractor that serviced sealed systems, and the history of prior repairs, First American determined the best course of action was to replace the refrigerator.  The consumer was sent a replacement offer which they did accept and the new unit was ordered.  First American will continue to follow up with the consumer throughout the replacement process and considers this claim pending.  First American appreciates the consumer's patience in this matter.  

  Customer Answer

  Date: 05/28/2025

   
  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.
  
  I am willing to accept once I see my refrigerator being replaced. I dont want to agree to anything until my refrigerator has been delivered to my house.
  Sincerely,
  
  Daiquinnisha ********