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:07/10/2025

  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.

  I made a claim for a broken ac. I have not had ac in over a week. I have a heart issue and my house gets to be 85 degrees. I made emergency claim. 1st american said they have zero contractors in the area. I found out later it is because no hvac people will work with them in my area as they refuse to perform needed work or they want it done outside of local codes as cheap as possible. 1st american told me to go find my own. I have consulted several hvac people on my own with 1st american permission. They all agreed I need a new ac system as this one is very old and is actually dangerous and can burn down my house. I was advised to not even run it and i have had no ac for over a week now as a result. ac trips breaker as it is overheating and can burn down my house. It trips breaker numerous times a day to prevent my house from burning down. system very very old and is 10 years past expected life span. 1st american knew when they sold the property this warranty that system would need replacement very very soon and yet now decided to refuse to replace system as required. This is fraud. 1st american says thats because there is mold. However, there is mold because the SYSTEM DOES NOT WORK AND THE HOT AIR FROM THE HOUSE ENTERS THE ***** AND CAUSES MOLD.

  

  Business Response

  Date: 07/17/2025

  First American Home Warranty Corporation (First American) would like to apologize for any inconvenience the consumer may have experienced. First Americans records indicate that on July 10, 2025, the consumers independent contractor reported that upon diagnosing, they recommended to replace the air conditioner system due to severe mold condition and age. First American did not authorize the replacement of the air conditioner as warranty contract does not provide service involving toxic materials. The consumer may refer to the  warranty contract, Limits of Liability Number Eight, which states:
  
        Company does not provide service involving hazardous or toxic materials,including asbestos or any other contaminants. Company is not responsible for any claim arising out of any pathogenic organisms regardless of any event of cause that contributed in any sequence to damage or injury. Pathogenic organisms mean any bacteria, yeasts, mildew, virus, fungi, mold or their spores, mycotoxins or other metabolic products.
  
  First American has contacted the consumers independent contractor to verify additional information.
  
  Thank you,

  Customer Answer

  Date: 07/17/2025

   
  Complaint: 23581476
  
  I am rejecting this response because:

  First american has received estimates from 3 seperate ac companies and an electrician on my behalf.  First american knows I have had no ac in my house for 2 weeks now.  First american knows that the mold is because the ** does not work and the heat from the house is going into the ducts and causing mold.  First american knows I am not able to use the ac as it is unsafe to use, is getting to hot and is tripping the breaker numerous times a day.  First american knows that my call to them specifically told them i have no ac in my house and it is 85 degrees inside of my house.  First american knows that the mold is not the issue.  The issue is the ** NOT WORKING DUE TO ITS EXTREME AGE.  Again, the mold is secondary to the unit NOT WORKING AND FIRST AMERICAN REFUSING TO FIX IT

  If i use the ac, my house will burn down as the ac unit is getting very hot and causing the breaker to trip numerous times a day.  The breaker is tripping because the ac system is TEN YEARS past its lifespan and is overheating.  First american knows that ***** has asthma and a heart problem and having no ac in her house for 2 weeks is making ***** sick

   First american knows when they gave ***** this home warranty that the ac was well past its lifespan and needed replaced very soon and now that the system does not work, first american is committing fraud and refusing to fix the system.   Having no ac in her house for 2 weeks where temps outside are over 90 and temps inside are over 80 is causing ***** injury.  First american has no ac companies in the area as noone will work with them as they either 1. deny valid claims such as Lloyds or 2. refuse to fix systmes up to code

   

  And speaking of code violations, Lloyds ac system is also not up to code and again is DANGEROUS TO USE

   

  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 07/23/2025

  First American Home Warranty Corporation (First American)would like to apologize for any inconvenience the consumer may have experienced. First Americans records indicate that on July 10, 2025, the consumers independent contractor reported that upon diagnosing, they recommended to replace the air conditioner system due to severe mold condition and age. As previously mentioned, First American did not authorize the replacement of the air conditioner as warranty contract does not provide service involving toxic materials. The consumer may refer to the warranty contract, Limits of Liability Number Eight, which states:
  Company does not provide service involving hazardous or toxic materials, including asbestos or any other contaminants. Company is not responsible for any claim arising out of any pathogenic organisms regardless of any event of cause that contributed in any sequence to damage or injury.Pathogenic organisms mean any bacteria, yeasts, mildew, virus, fungi, mold or their spores, mycotoxins or other metabolic products.
  As previously mentioned, First American has contacted the consumers independent contractor to verify additional information. As of today, July 23, 2025, First American have formally requested additional documentation to further assess the situation. As such, First American considers this claim pending. 

  Customer Answer

  Date: 07/24/2025

   
  Complaint: 23581476
  
  I am rejecting this response because:

  1st american has received 3 separate ac estimates that the ac does not work and is actually unsafe due to its age, overheating and tripping breaker

  They also have received a letter and phone calls from an electrician stating ac unsafe to use

   

  please allow groffs to do work as rhey gave best estimate and their work is being done to ensure NO future problems

   

  we are in a heat wave and i have not had ac for 3 weeks now

   

  this is not good as i have asthma and a heart issue

   

  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 07/31/2025

  First American Home Warranty Corporation (First American)would like to apologize for any inconvenience the consumer may have experienced. First Americans records indicate that on July 10, 2025, the consumers independent contractor reported that upon diagnosing, they recommended to replace the air conditioner system due to severe mold condition and age. As previously mentioned, First American did not authorize the replacement of the air conditioner as warranty contract does not provide service involving toxic materials. The consumer may refer to the warranty contract,Limits of Liability Number Eight, which states:
  Company does not provide service involving hazardous or toxic materials, including asbestos or any other contaminants. The company is not responsible for any claim arising out of any pathogenic organisms regardless of any event of cause that contributed in any sequence to damage or injury. Pathogenic organisms mean any bacteria, yeasts, mildew, virus, fungi,mold or their spores, mycotoxins or other metabolic products.
  As previously mentioned, First American has contacted the consumers independent contractor to verify additional information. As of today, July 23, 2025, First American have formally requested additional documentation to further assess the situation.
  On July 31, 2025, First American contacted the consumers outside contractor, Groffs Heating A/C & *************, and confirmed their recommendation to replace the air conditioning system due to severe mold and the units age. As previously stated, First American cannot authorize the replacement, as the warranty contract does not cover services involving toxic materials. The consumer may refer to the warranty contract, Limits of Liability, Section Eight. Accordingly, First American denied the claim and considers the matter closed.

  Customer Answer

  Date: 07/31/2025

   
  Complaint: 23581476
  
  I am rejecting this response because:

  Tell 1st american I am pursuing to litigation

  I have already filed the lawsuit against them

  again, i have had zero ac for a month

  ***** specifically put in their report the ac is unsafe to use as it overheats and trips breaker numerous times a day
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:07/09/2025

  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.

  Our A/C went out and we put in a claim with **** on 4/19/25. The contractor came out and said we need to get the unit chemically cleaned and he could do it for $150. He submitted that to **** and they made us get the unit chemically cleaned before having the contractor come and diagnose. We paid another contractor to come and chemically cleaned before having it and he said it didnt need cleaned but we paid him to do it anyway so we could have the original **** contractor come back to fix it. My husband has a background in HVAC and keeps it clean. Since then its been nothing but lies from the contractor and no one from **** know whats going on. Contractor came to fix and was here 4 hours and fried a board and he told me our thermostat too. Ordered more parts and those were delivered to contractor with tracking but he said he never received it. They ordered another set but has had troubles delivering to the contractor so are letting him pick them up. I reached out today and still no parts just everyone not knowing whats going on. We have kids with asthma, eczema so their skin is burning and uncomfortable pets.

  

  Business Response

  Date: 07/16/2025

  First Americans records indicate the consumer placed a claim on April 19, 2025, for the air conditioning system not working properly.First American dispatched independent contractor, ********************************** (***** Heating), who reported to find the air conditioning system to be plugged up and dirty; the technician advised that this system would require a chemical cleaning before further diagnosis could be completed. Please be advised that per the home warranty contract, routine maintenance is not covered. The consumer may refer to their home warranty contract, Limits of Liability, Number Fourteen, which states:
                  This Contract does not cover routine maintenance.
  On May 3, 2025, the consumer submitted proof to First American that the system had been successfully and professionally cleaned. Further, the report received found the system had a failed defrost board and temperature switch. First American dispatched ***** Heating to return for further diagnosis following receipt of the report from the consumers outside contractor.
  On May 13, 2025, ***** Heating reported to First American that upon diagnosing the unit, they found the outdoor unit to have a bad reversing valve, which was evidence of refrigerant leaks at the compressor, reversing valve and condenser coil. The technician did not find evidence of a failed defrost board. As such, ***** Heating recommended replacing the reversing valve and liquid line drier. First American authorized this recommended repair and ordered the parts needed by ***** Heating.
  On this day through June 26, 2025, First American continued to work with ***** Heating regarding the required parts needed to complete repairs.
  On July 15, 2025, First American confirmed all parts needed were available and that an appointment to complete repairs was scheduled for July 22, 2025. As such, First American considers this claim pending. 

• Initial Complaint

  Date:07/08/2025

  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.

  For ONE MONTH we have had NO WORKING WASHING MACHINE. all human calls are with people who speak little English. We were ok to wait a few days for a local repairman, and the ***** BEFORE they were to arrive a TEXT arbitrarily RESCHEDULED our appointment. calling them back to see why we are told they only have TWO TECHNICIANS IN A CITY OF OVER ******* and waiting the TEN DAYS finally a friendly repairman arrives. Now A PART IS NEEDED another week for the part to arrive and then another appointment WHICH AGAIN IS ARBITRARILY CANCELLED. this is the THIRD REPAIR ON THIS UNIT. it should be replaced immediately. The part is STILL NOT HERE and is supposed to arrive tomorrow yet ANOTHER APPOINTMENT 10 days away (now its going to be FORTY DAYS TOTAL) before it may or may not even work. WHAT KIND OF BUSINESS DOES THIS?

  

  Business Response

  Date: 07/14/2025

  First American Home Warranty Corporation (First American) apologizes for any inconvenience or delays the consumer may have experienced during the handling of their recent claim. Upon review, the consumer submitted a claim regarding a clothes washer that was not draining. First American dispatched ********************************* to diagnose the issue. Please be advised, the unit was diagnosed, and a part was needed so ********************************* ordered the necessary part. An appointment has been scheduled for July 16, 2025 to install the part. Following the appointment, First American will contact the consumer to ensure the clothes washer is operating properly. In the interest of customer service, ******************************************* has issued a reimbursement of $95.00 for the service call fee.

   

• Initial Complaint

  Date:07/08/2025

  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.

  My AC hasnt been working correctly for about 2 years. I have been with **** for at least 8 years. My ac is about 22 years old. Back in 2023 I call because ac wasnt working **** sent out a contractor they told **** the coil needed replaced. **** called me and told me I had to pay ******* for the coil they would not pay towards it. SO I paid it and the ac limped along. Recently About 5-6 weeks ago the ** stopped working. **** sent first company out they replaced the ***** and said that would fix it. So that worked for about 3 hours and was clear the Freon was leaking out. So the same company comes out and said it needs a compressor they replace it. With in an hour after they left it stops working. **** has same company comes back out and they say the company from 2023 put the wrong coil in. So **** has that company comes out they tell **** that the coil is fine. They tinker around and say something about the Freon and thermostat is not working. They leave. I call **** again and state it isnt working. So **** sends company out not sure what the guy did but he says its working. He leaves it is clearly not working. So now **** wants to send them again. I am trying to be patient but is is really hot out. On other items **** has been great. Hopefully they will resolve it soon.

  

  Business Response

  Date: 07/15/2025

  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 September 3, 2023.  The claim was dispatched to independent contractor Fast Response Heating and Cooling who diagnosed the evaporative coil leaking and needing to be replaced.  First American authorized the replacement of the coil and the homeowner paid for non-covered required code upgrades and modifications.  The evaporative coil was replaced on September 22, 2023.

  On June 7, 2025, the consumer contacted First American and advised their air conditioner was not cooling.  First American dispatched the claim to independent contractor *********************** who diagnosed the system being slightly low on refrigerant.  The contractor topped off the refrigerant levels and indicated the system was cooling as it should.  The consumer contacted First American on June 14, 2025, advising the system was not working.  *********************** returned to the home and replaced a burnt capacitor.  The contractor also advised there was possible issues with the evaporative coil and requested the work order be sent back to the install contractor Fast Response Heating and Cooling.  First American notified Fast Response Heating and Cooling to return to the home and provide further diagnosis.  The contractor has advised that the thermal expansion valve on the outdoor unit and the compressor in the condenser are failing.  At this time, First American is working with the contractor to obtained a full bid for the repairs needed.  

  First American will continue to follow up with the consumer and the contractor throughout the repair process.  First American appreciates the consumer's patience in this matter.  

• Initial Complaint

  Date:07/08/2025

  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.

  I filed for a damaged cooktop after a very bad crack occured on the glass cooktop of my KitchenAid cooktop in March of this year. Several different contractors came out with the last one arriving with a replacement cooktop that was too small for the counter cutout. They asked if I would accept it and I said no because it didn't fit. First American then offered a cash out of @ little over $400 or accept the cooktop that didn't fit (that was a $230 cooktop). I spoke to multiple representatives and asked for a compatible cash offer to my current cooktop a KitchenAid (over $1000) or something compatible to the KitchenAid such as a GE, Whirlpool, ** etc. I was told as long as it had the same features (glass cooktop) that was comparable to the KitchenAid. Obviously not the case and it was a slap in the face that they were ok with trying to get me to take a cooktop that would have left holes in my counter because it was too small and not only was the cheapest one you could find online, it had horrible reviews. The $400 (a little over) is not enough. What's the point of a home warranty for high end products if they are going to replace them with the cheapest item possible even if it doesn't fit and any settlement offer is based 1/3 of what a new item would cost. Additionally, the cooktop was a hazard (pieces of glass breaking off of it and more cracks continued) in our house and I didn't want to pay to have it replaced since I had a warranty. I still haven't received a check for the cash out and I had to buy a cooktop myself and install it myself. The cooktop was a $1899 cooktop on sale for $1000 and fit fit perfectly in the counter cutout.

  

  Business Response

  Date: 07/15/2025

  According to First American Home Warrantys (First American) records, the consumer placed a claim on February 17, 2025, for their electric cooktop due to a broken and cracked glass top.
  First American dispatched independent contractor ***** (Appliance) to diagnose the failure. The technician reported that parts would need to be researched because of the cracked glass. The consumer later informed First American that the contractor missed the scheduled repair appointment and requested a re-dispatch.
  As requested, the claim was re-dispatched to *******************************. The contractor diagnosed the cooktop with a cracked and broken glass top caused by heat stress from prolonged use and recommended replacing the cooktop glass. First American contacted the consumer to relay the findings and authorized a replacement of the electric cooktop.
  Subsequently,the consumer contacted First American and reported that the replacement unit provided by the supplier was too small for the existing countertop cutout and was not installed due to movement and gaps.
  On that same day, the consumer was informed that First American does not cover matching dimensions, as stated under their home warranty contract, Limits of Liability, Number Ten, which states:
  Company will determine, at its sole discretion, whether a covered system or appliance will be repaired or replaced. When replacing any appliance, Company will not pay for any failures that do not contribute to the appliances primary function including, without limitation, TVs or radios built into the kitchen refrigerator. Company will replace with equipment of similar features,efficiency and capacity but is not responsible for matching brand, dimensions or color. Company may install a smaller capacity unit, including but not limited to water heaters and furnaces, if the projected output of the replacement unit is similar to, or greater than, the replaced existing ************ reserves the right to replace with a rebuilt component or part or repair systems and appliances with non-original manufacturers parts. When coverage has been confirmed and a replacement is needed, Company is not responsible for matching any features of an existing item that do not contribute to the primary function of that item.
  First American offered the consumer another alternative replacement option, which was declined. The consumer indicated they had submitted a replacement request and declined the current replacement because it was not comparable in brand to their existing KitchenAid unit.
  First American does not match brands. The consumer may refer to their home warranty contract under Limits of Liability, Number Ten.
  Therefore,a cash payment in lieu of replacement was offered, based on First Americans cost, which may be less than retail value. The consumer agreed to accept the cash payment. The consumer may refer to their home warranty contract, under Limits of Liability, Number Fifteen, which states:
  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.
  

• Initial Complaint

  Date:07/07/2025

  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.

  Original claim filed 4/28/25 Claim #********* AC unit not cooling, blowing warm air. Work assigned to ************** Prime came out 3 times. First time thought it was fixed bc a damper had blown shut. It stopped cooling a few days later. Prime did more assessments and wanted to drain all Freon out and start over. **** gave them the job to do but they declined bc they said they couldnt get to the job. 5/22 claim given to J Fam Heating and Cooling ************ 5/27 J Fam tech assessed and determined the Evaporator Coil (installed in 2023 and authorized by ****) is a 2 ton size and the compressor outside is a 4 ton size. Therefore the 2 ton evaporator coil in the attic needs to be replaced with a 4 ton size. J Fam submitted the report to FAHW. 6/3 J. Fam sent 2 men to measure in attic for new 4 ton coil. Determined ductwork would have to be removed to accommodate the bigger e coil unit. Stated theyre waiting on approval and unit to arrive. 6/6 I called FAHW they stated more information needed from J. Fam. *** called and spoke to contractor who said he has no more details to share. It is what it is. 6/9 I called FAHW they said still waiting on info from J Fam I called J Fam who said he offered to send pics but they said theyve got what they need and said he understood its approved. A Claims Specialist was assigned:Lis Cantizamo ****************** 6/17 called ************ not be connected Emailed her no response 6/18 and 6/22 emailed Lis C. No response Could not reach by phone 6/24 reached Lis C by phone. Authorized us to get portable AC unit and give us $150. No approval for work. Expedited and still waiting 6/26 spoke to ********** approved yet doesnt know why 6/30 spoke to ************ waiting approval. Needs additional info. Do we have more than one AC unit or is this only one. Told her we have 2. This is main one. 7/1 , 7/2, spoke to ************ Waiting for approval.7/7 spoke to ************* have answer end of day No resolution

  

  Business Response

  Date: 07/15/2025

  First Americans records indicate the consumer placed a claim on April 28, 2025, for the air conditioning system not working properly.First American dispatched independent contractor, ***************************** (Prime HVAC), who found an air gap between the filter rack and the furnace which was sucking in attic air; the technician sealed this gap to repair the failure. The technician further found the condensing unit running high head pressure due it being dirty. The technician performed a cleaning on the condensing unit, which lowered the head pressure significantly. The unit was confirmed to be cooling as designed upon departure from the service appointment with no signs of mechanical failure.
  On May 17, 2025, the consumer requested further assistance and as such, First American dispatched Prime HVAC to return for further *************** HVAC reported to find the dampers to have been blown shut. The technician opened the dampers and confirmed the system to be operating normally.
  On May 22, 2025, the consumer requested further assistance and as such, First American contacted Prime HVAC, who advised that the work order should be continued to a different contractor as they were unable to service. First American subsequently dispatched independent contractor, JFam Heating, who found the failure was due to the evaporative coil installed being a 2 ton, the system was confirmed to be a 4 ton system, causing the system to not operate normally.JFam Heating advised they were unable to complete repairs and as such, First American dispatched independent contractor, **************** (Climate King), for further diagnosis.
  On June 25, 2025, First American authorized the consumer reimbursement up to $150.00 towards the purchase of a temporary relief item such as a portable air conditioner in the interim while their claim is being resolved.
  On July 10, 2025, Climate King confirmed that the evaporative coil installed was a 1.5-2.5 ton with a 4 ton system; this was causing the system to not function properly. Climate King recommended replacing the evaporative coil to repair the failure being experienced.
  On July 11, 2025, First American contacted Climate King directly regarding their diagnosis. Once all information regarding Climate Kings diagnosis has been received and reviewed for coverage, First American will contact the consumer directly to advise of next steps.
  On July 15, 2025, First American contacted the consumer directly to advise of this update. First American considers this claim pending. 

  Customer Answer

  Date: 07/15/2025

   
  Complaint: *****************************************************************************************************************************************************
  
  I am rejecting this response because:
  FAHW is NOT telling the truth. J. Fam Heating was assigned the claim on 5/22, assessed problem on 5/27 and sent 2 technicians on 6/3 to measure in attic for larger coil. They were assigned and waiting approval until 7/11 when Climate King was assigned  All of these weeks have been spent waiting FAHW approval  see attached notes/log

  Sincerely,
  
  **** Beth ***********

  

  Business Response

  Date: 07/22/2025

  On July 16, 2025, First American authorized Climate King to complete the recommended repair of replacing the evaporative coil; further, First American ordered the replacement evaporative coil.
  On July 21, 2025, First American confirmed that the replacement evaporative coil was scheduled to be delivered the following day, July *******. First American contacted ************ directly to request they contact the consumer to schedule an appointment to complete repairs once they were in possession of the replacement equipment.
  On this same day, First American contacted the consumer directly to advise of this update; First American also provided the consumer with Climate Kings contact information for scheduling purposes. First American will continue to monitor this claim until repairs are confirmed to be completed.First American considers this claim pending. 

  Customer Answer

  Date: 07/22/2025

   
  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,
  
  **** Beth *******

• Initial Complaint

  Date:07/07/2025

  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.

  In 2023 we bought the house we live in in "as is" condition, and thus purchased a VIP policy from First American Home Warranty and have carried the policy for an extra year. On 6/30, we detected a leak coming from our attic and upon early inspection by myself, it was clearly visible that moisture was indeed leaking from the Evaporative Coil. Thus I filed my first claim to have it diagnosed and fixed. Three days later, Round Tuit Heating and Air came out to "diagnose" the problem. The technician immediately started stating all these items about an improper installation(code issues) etc...that are covered under the VIP coverage plan I pay extra for. It really is a simple fix and solution. The technician discovered that the condensate drain line was cracked. After he touched it, he broke off the ****** inside the evaporative coil unit and made an attempt to remove it and failed. This was clearly the source from which water was leaking through the attic. I asked him about the drip pan sitting 3 feet away from the unit and not underneath it and he stated that it was installed incorrectly and could not be moved into place without lifting the unit up. He wrote this into a diagnosis report to First American that has denied the claim for repair. After no response and suffering through multiple 100 plus days, I called in a personal favor from an AC technician to come out and diagnose the unit with a 2nd set of eyes. Took him less than 2 minutes to remove the broken pvc ****** from the device, install a new 3/4 inch ****** and glue back to condensate drain line. He simply grabbed the drain pan and slid it back into place that the Round Tuit Heating and Air technician stated it need massive repair to get resolved. I have over 30 years of General Construction expertise, and this is the worst case of fraudulent diagnosis of an AC system so the insurance doesn't have to make repairs I have ever experienced. My claim for any repair has been denied by ****.

  

  Business Response

  Date: 07/15/2025

  First American Home Warranty (First American) apologizes for the inconveniences and delays the consumer experienced with their air conditioning claim.  First American's records indicate the consumer placed a claim on their evaporative coil leaking on June 28, 2025.  First American dispatched the claim to independent contractor Round Tuit Heating and Air who diagnosed the coil missing the drain pan and having broken drain fittings.  First American denied the claim as the leak was not caused by normal wear and tear.  The consumer disputed the denial indicating that they had a contractor outside the warranty contract check the system and reported that their contractor had a different diagnosis then Round Tuit Heating and Air.  First American reached out to the homeowner and requested the diagnostic report from their contractor so that it could be reviewed for coverage.  The consumer refused to submit the diagnostic report from their contractor and instead requested First American send a different contractor for a second opinion.  First American agreed and dispatched the claim to independent contractor ******* o provide a second opinion.  First American is currently waiting for the full diagnostic report from ******* and will follow up with the consumer regarding the coverage once that report has been submitted.  First American considers this claim pending.  

  Customer Answer

  Date: 07/17/2025

   
  Complaint: 23567428
  
  I am rejecting this response because:  Once First American Home warranty reinstates my evaporative coil as a competent working unit and will continue to be covered under the plan I subscribe to, then I will accept the response provided by FAHW.  They have taken proper steps to correct the improper diagnosis by *************, by sending a more qualified contractor *** that went above and beyond to verify the system is working properly.  Once the final determination of the report is determined and scope of work that is appropriate for covered repairs, I expect that both FAHW and ourselves will be back on solid working relationship.
  
  Sincerely,
  
  ***** ********

  

  Business Response

  Date: 07/18/2025

  First American Home Warranty notified via email on July 16, 2025, that the diagnostic information from ******* had been received and reviewed.  The contractor indicated the primary condensate drain line had been clogged and once the contractor cleared the line the system was functioning as it should.  First American informed the consumer due to information provided by ******* the denial information from Round Tuit Heating and Air had been removed and all coverages for the consumer's air conditioning system had been reinstated.  First American appreciates the consumer's patience in this matter and considers this claim closed.

  Customer Answer

  Date: 07/22/2025

   
  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 appreciate the over the top service that **** provided to help restore the coverage of our HVAC system after receiving a false and fraudulent diagnostic report by Round Tuit.

  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:07/07/2025

  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.

  On May 7, 2025, I filed a work order with FAHWarranty because my AC unit was not cooling. The contractor they sent ordered a fan, which took three weeks to arrive and be installed. When he finally installed it, he caused damage to the outside condenser.After that, I waited several more weeks for FAHWarranty to assign a new contractor, as the original company failed to respond to their repeated requests for a report. Eventually, a different contractor came out and determined that the entire HVAC systemboth indoor and outdoor unitsneeds to be *********** of today, July 7, 2025, the unit has still not been replaced. FAHWarranty is now demanding $2,600 in so-called installation upgrades, citing questionable and likely bogus Texas code requirements. I have repeatedly asked for the cash-out option so we can hire a trusted local ********** (especially since **** will not disclose the make or model of the unit they plan to install), but they refuse to provide that information.FAHWarranty has proven to be unresponsive, misleading, and entirely untrustworthy. Their practices appear fraudulent, and they should be held accountable.

  

  Business Response

  Date: 07/14/2025

  First Americans records indicate that on May 7, 2025, the consumer placed a claim for their air conditioner not cooling. First American dispatched independent contractor ******* Heating and Air to diagnose the failure. ******* Heating and Air reported the condenser fan motor had failed and was unrepairable. ******* Heating and Air recommended replacement of the condenser fan motor. First American authorized the repair.
  On this same day, through May 30, 2025, First American awaited ******* Heating and Air to receive the required condenser fan motor from the supplier. This same day, ******* Heating and Air informed that they had received the required condenser fan motor and had scheduled an appointment with the consumer for this same day to perform the installation.
  On June 2, 2025, the consumer contacted First American and informed that the repair completed by ******* Heating and Air did not hold and that they were still experiencing an issue with the air conditioner. As such,First American contacted ******* Heating and Air and requested additional information regarding next steps.
  On this same day, through June 13, 2025, First American contacted ******* Heating and Air and requested they provide their updated report for First Americans review. This same day, after further review of the claim,First American dispatched independent contractor ****************** who scheduled an appointment with the consumer for June 16, 2025, to diagnose the failure.
  On June 24, 2025, First American contacted ****************** who reported the condenser fan motor and fan blade had failed and were unrepairable. ****************** recommended the replacement of the condenser.Additionally, ****************** recommended the replacement of the air handler for compatibility. 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 costs to modify existing equipment, and perform code required work limited to $250.00,which is not covered by the warranty contract. The consumer may refer to the warranty contract section, Limits of Liability, Number Seven, which states:
  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.
  Please see the noncovered cost breakdown provided below:
  Condenser
  Code requirement(s)
  HURRICANE RATED CONDENSER PAD - $350.00
  HURRICANE STRAPPING - $225.00
  LINESET -$125.00
  ARMAFLEX -$85.00
  LOCKING CAPS -$85.00
  ELECTRICAL DISCONNECT - $250.00
  LINE SET FLUSH - $225.00
  Air Handler
  Code requirement(s)
  OVERFLOW PAN -$275.00
  ELEVATION KIT -$195.00
  LINESET -$125.00
  ARMAFLEX -$85.00
  DRAINLINE -$225.00
  FLOAT SWITCH X2 - $350.00
  ELECTIRCAL -$250.00
  Total: $2,850.00
  Less code coverage limited to $250.00
  Adjusted noncovered total: $2,600.00
  
  On this same day, First American contacted the consumer and provided the option to either accept the replacement condenser and air handler with noncovered costs or cash payment in lieu of the replacements of $3,850.39. This amount includes the replacement air handler, condenser, costs to modify ductwork,disposal and haul away fees, code requirements limited to $250.00, refrigerant reclaim and recapture fees, labor to install, and any applicable sales tax. The cash payment is based on First Americans negotiated rates with its suppliers and are non-negotiable, which may be less than retail as indicated in their warranty contract, Limits of Liability Number Fifteen, which states:
   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 July 14, 2025, after further review of the claim, First American found that the original noncovered cost total was calculated incorrectly. As such, First American found that the electrical work for the air handler of $250.00 and line set flush of $225.00 are in fact covered by the warranty contract. As such, the noncovered cost total has now been adjusted from $2,600.00 to $2,125.00. Additionally, First American found that the original cash payment offer was also calculated incorrectly. As such, First American adjusted the cash payment total to $4,400.39. This amount includes the replacement air handler, condenser, costs to modify ductwork, disposal and haul away fees,code requirements limited to $250.00, refrigerant reclaim and recapture fees,line set flush fee, indoor electrical modifications, labor to install, and any applicable sales tax. As previously mentioned, the cash payment is based on First Americans negotiated rates with its suppliers and are non-negotiable,which may be less than retail as indicated in their warranty contract, Limits of Liability Number Fifteen.
  On this same day, First American contacted the consumer by email and provided this information. First American currently awaits the consumer to provide their decision to proceed and considers this claim pending. 

• Initial Complaint

  Date:07/07/2025

  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.

  On Saturday 6/28/2025 I contact my warranty company because my AC unit broke so **** sent the repair company out on Monday the 30th. It was 115 degrees in ********, ** and I'm a senior and so is my dog so I wasn't able to stay in my home & have been staying with family trying to get my concerns resolved. I was told **** was providing a new AC unit & the cost of the crane to get the unit on my roof; which I was very grateful for, however I was also told I had $2750 out of pocket expenses that needed to be paid to Pro Solutions Air out of Surprise Arizona -the company hired by **** to do the repair work. The $2750 is for the following:-modify duct board -modify drain line -modify ****** line -modify electrical line -disconnect the box In the attached screen shots of the contract (I have the top tier Premium plan), it states under "Limits of Liability" line 7 that 'alterations or modifications aren't covered except where noted under central air conditioning", however under premium plan>> central air conditioning>>notes>>>the 5th bullet points states "WHEN REPLACING A CENTRAL AIR CONDITIONING OR HEAT PUMP SPLIT SYSTEM, COMPANY WILL REPLACE ANY COVERED COMPONENT AS WELL AS MODIFY THE PLENUM, INDOOR ELECTRICAL, AIR HANDLING TRANSITION AND DUCT CONNECTIONS AS NECESSARY TO MAINTAIN COMPATIBILITY AND OPERATING EFFICIENCY AS REQUIRED BY THE MANUFACTURER OF THE REPLACEMENT UNIT, INCLUDING THE INSTALLATION OF THERMOSTATIC EXPANSION VALVES.Please note the above verbiage states "...as necessary to maintain compatibility and operating efficiency as required by the manufacturer of the replacement unit..". Myself and my daughter and son have brought this to the attention of supervisors at **** and they are disregarding what is written in the contract. Because of this, I ask that BBB please review this and ask that they cover the modifications necessary for the new AC to be compatible with what's currently in my home.Kind Regards,******* *********

  

  Business Response

  Date: 07/14/2025

  First American Home Warranty Corporations (First American) records indicate the consumer placed a claim on June 28, 2025 for their air conditioning unit not cooling. First American dispatched an independent contractor, Pro Solutions Air Conditioning and *********** (Pro Solutions) to diagnose the failure. ************* reported the package unit needed replaced because the condenser coil was leaking. First American authorized the replacement. As a result of the replacement, there are non-covered charges for modifications that needed to be agreed to prior to the installation. Please be advised, modifications are not covered per the consumers home warranty contract under Limits of Liability, Number 7:

  
  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

  
  At this time, the consumer has the option to accept the non-covered charges of $2,750.00 or the cash payment of $4,357.95 in lieu of the package unit replacement. At this time, First American is waiting on the consumers decision on how they would like to proceed.

  Customer Answer

  Date: 07/15/2025

   
  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've asked many, many supervisor to explain and no one has clarified with us this distinction until just today.

   

  'Hello Mr. *********************** you for your message. Please note that the clause below applies only to central air conditioning units or heat pump split systems:
  
  When replacing a central air conditioning or heat pump split system, Company will replace any covered component as well as modify the plenum, indoor electrical, air handling transition, and duct connections as necessary to maintain compatibility and operating efficiency as required by the manufacturer of the replacement unit, including the installation of thermostatic expansion valves.
  
  In your case, you have a package unit, which combines both heating and cooling into a single unit. As such, the above clause does not apply.
  
  To help clarify the distinction:
  
  A package unit is an all-in-one heating and cooling system where all componentsincluding the compressor, condenser, evaporator coil, and air handlerare housed in a single outdoor cabinet. This unit is usually installed on the roof or on a concrete slab outside the home, and it connects to the homes ductwork to distribute air.
  
  A central air conditioning split system has components that are split between indoor and outdoor units
  
  
  Package Unit vs. Central Air Conditioning Split System
  Feature Package Unit Split System (Central A/C)
  Components Location All in one outdoor cabinet Split between indoor and outdoor units
  Common Installation Areas Rooftop or slab next to the home Indoor utility area + outdoor condenser
  Indoor Space Requirements Minimal Requires space for indoor components
  Heating & Cooling Combined in a single unit Typically separate furnace and evaporator coil
  Typical Use Smaller homes, warm climates Larger homes, variable climates
  
  
  Understanding this distinction is important, as the contract language specific to split systems does not apply to your all-in-one package unit.
  
  If you have any further questions or need clarification, please dont hesitate to reach out.
  
  
  Thank You,
  
  ******** ******
  Senior Claims Analyst
  Claims Evaluation Department
  
  Sincerely,
  
  ******* *********

• Initial Complaint

  Date:07/07/2025

  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.

  Our air conditioner stopped working 7/3 I filed a claim with First American home warranty on that same day five days have went by and I was not contacted one time by no one. Please keep in mind that this is in July when the temperatures are 95+ outside. We also have a young child. Its 85 in our home. I have called them twice today alone they both told me they were going to give me a call back and no one has. They said theres HVAC technicians in our area, which is ridiculous. They were escalating it and I still have not gotten a call back. This is an utter lack of responsibility, but yet they continue to take that payment out every month. When it comes to actually utilizing the home warranty, they arent there.

  

  Business Response

  Date: 07/09/2025

  First American Home Warranty (First American) apologizes for the delays and inconveniences the consumer experienced with their air conditioning claim.  First American's records indicate the consumer placed a claim on their air conditioner on July 3, 2025.  First American was unable to locate a contractor in the consumer's area delaying the service.  Due to this the consumer was authorized to locate a contractor outside of the warranty contract to service their air conditioner.  The consumer was able to get a contractor to repair the unit and First American has processed reimbursement for the repair.  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: 07/09/2025

   
  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,
  
  ****** *****