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:07/26/2025

  Type:Customer Service 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.

  *** ****** was contracted through my First American home warranty company. He stated from the beginning that the job was a far distance from him. He came to assess the issue with my ceiling fan and refused to come back until First American approved more for reimbursement. He finally came back after a few months to replace my ceiling fan after my home warranty company gave him more money and then charged my husband $100 cash for an $89 ******* fan. Now *** won't return my calls or texts and I am working with my insurance company to find out how to get reimbursement because they state he was not supposed to request cash from us. This man did an hour worth of work, had my husband assist him because he did not have the correct screws and tools for the job and then ripped us off for $100 cash. Very unethical practices. First American is very unhelpful, they just keep having me call back when the electrician does not respond to my texts or calls. Which is why the job took months to complete for a simple fan replacement. I cannot believe I was charged extra money for services that the contractor got paid for and then he thought he deserved more money.

  

  Business Response

  Date: 08/01/2025

  First Americans records indicate that on May 6, 2025, the consumer placed a claim for their ceiling fan blades not turning. First American dispatched independent contractor ** ****** Electrical Contractor to diagnose the failure.
  On May 6, 2025, through June 9, 2025, First American awaited ** ****** Electrical Contractor to provide their diagnosis for First Americans review. As such, ** ****** Electrical Contractor reported the ceiling fan had failed and was unrepairable. ** ****** Electrical Contractor recommended the replacement of the ceiling fan. First American authorized the replacement.
  On June 9, 2025, through July 21, 2025, First American contacted ** ****** Electrical Contractor and requested they contact the consumer to schedule a mutually convenient appointment for installation. This same day, ** ****** Electrical Contractor contacted First American and informed that the ceiling fan had been replaced and was now operational.
  On August 1, 2025, after further review of the claim, as gesture of good will, First American refunded the service call fee of $100.00,back to the consumers credit card. The consumer should allow 7-10 business days for the credit to reflect. This same day, First American contacted the consumer and provided this information. First American considers this claim closed. 

  Customer Answer

  Date: 08/01/2025

   
  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:07/25/2025

  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 this company as my home warranty company and on 12/17/24 in winter I started smelling something burning coming from vents with my heat on so I turned it off and called this company and started a claim! The technician came same day and told me that I had a cracked heat exchanger that prohibits the use of the furnace because it emits carbon monoxide and his recommendation was a new furnace! He said he would give his diagnosis and that if I had not heard from them in ***** hours to call them which I did on the 19th! I inquired on the status of my claim and the lady representative in a very nonchalant manner just said we dont cover heat exchangers I said my contract said the furnace is covered can I see in writing where it excludes the exchanger she sent me the same contract that I had that doesnt show it, so in the meantime I contact the technician and tell him it was denied and he said I still can do it out of pocket if you want! Well its 25 degrees outside so I didnt have a choice! I have tried numerous times to get reimbursed but to no avail and on this very site I saw a complaint identical to mine where they recanted and reimbursed him for the same part they said is not covered so it sets now a precedent and refutes their statement that its not covered!

  

  Business Response

  Date: 07/25/2025

  We appreciate the consumer's feedback and would like to look further into this. Unfortunately, we are unable to locate them using the information provided. May the consumer provide their claim or contract number, please? Thank you

  Customer Answer

  Date: 07/25/2025

   
  Complaint: 23652152
  
  I am rejecting this response because: they say they dont have the information needed when all they need to pull the claim is my name and address but here is the claim number assigned: TN ******** which still hasnt been closed it just states assigned!
  
  Sincerely,
  
  ****** Jackson 

  

  Business Response

  Date: 07/28/2025

  We have tried using both the consumer's name and phone number provided and was not able to locate their information in our system.  The claim number the consumer has provided does not associated with our claims.  The claim number consists of a total of 9 numbers and begins with a 3.  Please provide so that we may further assist. 

  Customer Answer

  Date: 07/29/2025

   
  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:07/24/2025

  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.

  Dear BBB Representative,I am writing to file a formal complaint against First American Home Warranty regarding their failure to fulfill contracted services and their continued billing despite inaction.I contacted First American Home Warranty to report a clogged condensation drain in a property I manage. As required by their policy, I paid the $100 deductible.Several days later, a technician arrived, spent approximately 30 minutes in the attic, took some photographs, and claimed he needed time to provide a diagnosis, despite the fact that I had already explained the exact ********** repair was ever performed, and I received no follow-up communication from either the technician or First American.I continue to pay $80 per month under this home warranty plan and have received no resolution, no follow-up, and no explanationI hold an ADH license, and this issue is now affecting a clients home, where water is leaking through the ceiling. The client understandably questions why it appears to be "raining indoors" in a dry climate like ********This not only reflects poorly on my professional reputation, but it is also a potential safety hazard and property damage concern. Despite repeated outreach, I have been ignored completely.This lack of response, paired with ongoing billing, raises serious concerns about the company's business ethics and service practices. Full refund of the $100 deductible and reimbursement of all monthly premiums paid since the service request date.An investigation into the companys handling of warranty claims to prevent future consumer harm.Consumers place trust in companies like First American Home Warranty to deliver reliable home protection services. When that trust is violated through neglect, evasiveness, and continued billing without action, it not only affects individuals like myself it undermines the entire industry.I appreciate the BBBs attention to this matter and hope for a prompt and fair resolution.SincerelyDaniela ****

  

  Business Response

  Date: 07/25/2025

  We appreciate the consumers feedback and would like to look into this for them. Unfortunately,we are unable to locate them using the information provided. May the consumer provide their claim or contract number, please? Thank you

  Customer Answer

  Date: 07/25/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I do NOT want to close the case until is solved!!!!.
  
  Sincerely,
  
  ******* ****

• Initial Complaint

  Date:07/23/2025

  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.

  On January 31, 2025, I submitted a service request for three plumbing-related issues: a toilet not draining, a sink not draining, and a leaking sink. I paid $85 online, under the understanding that up to three items under the same categoryplumbingcould be included in one service request. However, I was later charged $170 on my credit card. When I called to question this next day, a representative informed me that the request was treated as two separate plumbing issues. I immediately dropped the leakage issue and requested a refund of the overcharge. The representative stated that since I used a different credit card than the one on file, they could not refund electronically and would instead mail a check within two weeks. Three weeks passed and no refund was received, prompting me to call again. Despite the issue being recorded, I had to repeat the entire explanation and was given the same promise of a mailed check. On March 7, 2025, I sent a formal complaint letter to First ************* (P.O. ******************************), detailing both the plumbing and billing issues and formally requesting a refund. To this date, I have received no response or refund. In May, I made a third call to follow up and, once again, was forced to go through a frustrating and repetitive process with no resolution. Not only have I not received the $85 refund for the overcharge, but the original plumbing issuethe toilet not drainingremains unfixed. This experience has been marked by poor service, lack of accountability, and questionable billing practices. I am requesting the BBBs assistance in obtaining the refund I am owed and in holding this company accountable for its customer service failures.

  

  Business Response

  Date: 07/30/2025

  First American's records confirm that the $85.00 service call fee was reimbursed on 06/11/2025 to credit card ending in 0727.

  First American does apologize for any inconveniences. 

  Customer Answer

  Date: 07/30/2025

   
  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:07/22/2025

  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 opened a claim, my dishwasher is not working, they sent a technician and he replaced a part of the dishwasher and the appliance still not working, may be the replace part is defective, technician comeback and he said there is nothing he can do, them firts american sent another technician, he came in and did not even turn the dishwasher on, he just said this was a waste of time then he summit a report saying that the dishwasher is working fine, but still not drying and now firts american closed my claim base on the report that the last technician summit, so they will not fix my dishwasher, so at least they can refund my the deductible $125.00 and I will closed this account with them, or they can send another technician to finish the job, thanks.

  

  Business Response

  Date: 07/29/2025

  First Americans records indicate that on May 20, 2025, the consumer placed a claim for their dishwasher not drying dishes. First American dispatched independent contractor ****************** Repairs to diagnose the failure. East Bay Appliance Repairs reported the sump pump assembly had shorted and was unrepairable. East Bay Appliance Repairs recommended the replacement of the sump pump assembly. First American authorized the repairs.
  On June 12, 2025, the consumer contacted First American and informed that they were still experiencing issues with the dishwasher. As such,First American recalled East Bay Appliance Repairs to diagnose the failure. ************************** reported that they would be unable to continue with the work order and requested that a whirlpool certified contractor be dispatched to diagnose the failure.
  On June 20, 2025, First American dispatched independent contractor Tri Valley Home Improvement to diagnose the failure. *************************** reported no mechanical failure to the dishwasher and advised that the unit was fully operational. As such, Tri Valley Home Improvement did not recommend any repairs.
  On July 9, 2025, the consumer contacted First American and informed that they were still experiencing issues with the dishwasher. As such, First American recalled Tri Valley Home Improvement to diagnose the failure.
  On July 18, 2025, First American contacted Tri Valley Home Improvement who reported that there were no mechanical failures to the dishwasher and that the unit was fully operational.
  This same day, through July 22, 2025, First American has provided the consumer with this information.
  On July 28, 2025, after further review of the claim, First American dispatched independent contractor *************************** to diagnose the failure. The consumer should please be advised that *************************** will contact them directly to schedule a mutually convenient appointment for service. This same day, First American contacted the consumer by email and provided this information. First American considers this claim pending. 

  Customer Answer

  Date: 07/29/2025

   
  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:07/21/2025

  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 lune 27/2025 service was requested for plumbing and drainage stoppage at my residence for my kitchen sink and my bedroom face basin stoppage the plumber came with the wrong snake plunger he told me he" ll be back with the smaller snake suitable for kitchen and bathroom face bacin he never came back instead his company call me the next day and told me he has to cut the wall to cut the sewage line I was disappointed because he hadn't tried anything yet and my warranty company was going along with them without hearing me out even though my contract ****** state if it cannot be snaked the next option is hydrojetting to which I am covered for instead they are denying my claim even thou nothing was done by the plumbing company I am therefore requesting that they do the job or refund my service fee and my 6/25 premium

  

  Business Response

  Date: 07/28/2025

  First Americans records indicate the consumer placed a claim on June 27, 2025, for a plumbing stoppage occurring. First American dispatched independent contractor, ****** plumbing & Construction  (****** Plumbing), who reported to find that when you flushed the toilet, it would come back up the kitchen sink; ********************* recommended the work order be continued to a company with a hydro jet available.
  On July 1, 2025, First American dispatched independent contractor, *************************** ( ****** Account)(******* Plumbing), who reported to find a foreign object in the sewer line that would not dislodge; ******* Plumbing advised that they were unable to clear through the vent, ground level clean out, drain toilet, or p-trap and that access would be needed.
  On July 3, 2025, First American notified the consumer via written correspondence that stoppages caused by foreign objects and access are not covered. The consumer may refer to their home warranty contract, Plumbing Stoppages Section, which states:
  PLUMBING STOPPAGES: NOT COVERED EXAMPLES: STOPPAGES CAUSED BY FOREIGN OBJECTS, ROOTS, COLLAPSED OR BROKEN LINES OUTSIDE THE FOUNDATION, ACCESS TO DRAIN OR SEWER LINES FROM ROOF VENT AND COSTS TO LOCATE,ACCESS OR INSTALL A GROUND LEVEL CLEANOUT.
  On July 28, 2025, First American received the consumers notification that they wished to dispute the denial of their claim. As such,First American dispatched independent contractor, *******************, to provide a second opinion diagnosis of the failure being experienced. Once the report has been received from Pronto Plumbing following the service appointment, it will be reviewed for coverage and First American will contact the consumer directly regarding next steps. First American considers this claim pending. 

  Customer Answer

  Date: 07/29/2025

   
  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:07/17/2025

  Type:Delivery 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 placed and emergency claim for the ** unit not working on 07/07/2025 per the contract emergency calls were to handled within ***** hours, clearly this did not happen. I was told for days they are waiting for the contractor to answer a few questions, when I advised I would be filing a complaint I was then told my claims was denied due to rodens. . I called another exterminator who diagnosed the problem being old age which was waht there contractor told my husband. I advised ** ther aer no rodens in the ****** we had another contractor come out.. I was then told to email the report to the person below but it was returned undeliverable so I emailed it to the ************************************ and received a response to email the receipt to the same email ************************************** It's going around and around. Tue, Jul 15 at 6:41 PM Message Body Hello Mrs. ***** As per our previous conversation here is the Email address that you can send us the report that we need in order to dispute the denial in this claim,**************************** Be advise that this is not a legal Document.Regards, ******* ****** Claims Resolutions Representative | ****

  

  Business Response

  Date: 07/24/2025

  First American Home Warranty Corporations (First American) records indicate the consumer has a one-year home warranty contract which began on July 5, 2025 and was set to expire on July 4, 2026. On July 7, 2025, the consumer placed a claim for their air conditioning unit blowing warm air. First American dispatched an independent contractor, ****************** to diagnose the failure. During the inspection,****************** reported the presence of live snakes and a dead rodent within the system, which required disinfection using special chemicals and protective equipment. Additionally, the contractor reported multiple mechanical failures, including: a failed outdoor fan motor, Two faulty capacitors, and a damaged contactor terminal. Based on the technicians findings and the timing of the claim, it was determined that the reported issues were pre-existing conditions, present before the start of the contract. Per the terms of the home warranty agreement, Items must be in safe working order at the start of coverage. The consumer may refer to their home warranty contract under Important:

  Items are not covered unless they are in safe working order at the start of coverage.

  First American is unable to honor the consumers request to provide coverage for the replacement/repair of the air conditioning unit due to the reason stated above.

  Customer Answer

  Date: 07/25/2025

   
  Complaint: 23617514
  
  I am rejecting this response because: The unit was working fine until the day of 07/07/2025 as mentioned when I came home from work and turned it on it was blowing warm air it never cooled off. In addition, my home in and out  is exterminated on a regular basis another contractor was called and there was no live snake present at that time and the dead ***** (small mouse) was removed. 
  
  Sincerely,
  
  **** *******

  

  Business Response

  Date: 07/31/2025

  First American would like to apologize for any inconveniences during the handling of their claim. Please be advised, First American's decision remains unchanged.

  Customer Answer

  Date: 08/01/2025

   
  Complaint: 23617514
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:07/17/2025

  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 July 8, 2025, technician from assigned contractor for home warranty claim repaired one of 2 requested repairs concerning the built-in refrigerator at my home. When I inquired about the 2nd repair, I was informed that the 2nd repair (beverage dispenser) was not covered per the contract. I proceeded to call the First American home warranty for more details, stating the repair was not covered per the contract. I proceeded to read the contract and the claims representative and authorization department conceded that the repair is covered. An hour later, I received an email stating that it is not covered. In which I called the claims department again and spoke to ********, where I had a similar conversation as the first representative. And again, First American conceded that the repair for the beverage dispenser is covered. ******** also reached out to the authorization department and stated that First American Home Warranty will notify the contractor to complete the repair. Today, July 17, I called the claims department spoke with ****** who stated again the repair is not covered. Even though reading the contract states the repair is covered. He refused to provide via email the notes regarding the previous approvals for claim, nor a transcript regarding the call. He kept reading from sections that do not apply & misinterpreted the verbage in the contract. Eventually stating that a part that is covered cannot be repaired until I repair the broken item even though the contract states that the coverage limitations is only based on part availability and not specific parts of the qualifying item. He states that he is contradicting the other representatives based on their notes. Please note that their email is contradicting their contract

  

  Business Response

  Date: 07/24/2025

  First American Home Warranty Corporation (First American) would like to apologize for any inconvenience the consumer may have experienced during the handling of their claim. Upon review, First American has confirmed that the ice maker/beverage dispenser is covered under the consumers home warranty contract. Accordingly, First American contacted ************************************* to obtain the part number and a bid breakdown for the necessary repairs.
  At this time, First American is awaiting their response in order to proceed. First American will remain in direct contact with the consumer regarding any updates.
  

  Customer Answer

  Date: 07/25/2025

   
  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:07/17/2025

  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.

  Contract# ***********. ***********************************************************************************I have filed a claim #********* to get AC fixed (system only allows you to file one and not the complete ****). I Talked to contractor to view on the system, he denied on it and looked only for AC.The resolution from the contractor was that everything was OK with the unit and was cooling normal, but just maintenance required, **** closed the claim. On top of that, per my request, the contractor provided a quote for a new unit (to be replaced out of FAHW system), extremely high by the way, and very high maintenance to the old unit, prices out standard market I quoted outside.I disagree with the contractor on the resolution of all working good, the previous unit was close to 35 years old or probably more, the unit was passed a standard useful life, leaving me with an unsafe and non-functioning **** during peak temperatures.I changed the unit **** (AC/FURNACE) on my own with ***********************, as this was needed an urgent replacement, due to its incorrect, unsafe and inefficient operation. I spent $7,753.50 USD to replace the **** ($3.8 K cheaper than quote from original contractor) , afterwards I called **** to explain the situation, asking for reopening the claim and requesting a cash out of the unit replaced. **** denied my request, despite I purchased the most complete warranty, which is supposed to cover the ****.I need BBB support to escalate this situation and get reimbursement money for the **** unit replaced. Enclosed supporting documentation, such as invoice paid for new **** with **** Statewide. The closure from **** in their system with no more details, but only info I was able to collect from the contractor outside **** system. Quote from original contractor assigned by **** (expensive).

  

  Business Response

  Date: 07/23/2025

  Our records indicate the consumer placed a claim on June 18, 2025, for their air conditioner as their thermostat was set to 70 degrees but the home was not cooling below 75 degrees.KMW HVAC was dispatched and reported while the consumers air conditioning was operational, their condenser was filthy and required routine maintenance. Under the provisions of the consumers home warranty contract, under Limits of Liability Number Fourteen, routine maintenance is expressly identified as not covered. As such,we denied coverage for the repair.
  
  Upon reviewing the invoice from the consumers contractor, Andys Statewide Heating & Air Conditioning (Andys Statewide), the Diagnosis/Recommendations Notes Section is blank meaning it is insufficient to dispute the report received from *** HVAC and no portion of the $7,753.50 being requested by the consumer will be offered.

  Customer Answer

  Date: 07/23/2025

   
  Complaint: 23613383
  
  I am rejecting this response because:

  THE Statement the contractor provided,  that unit was operational and nothing wrong with it (just maintenance), was not accurate. The functionality of the unit afterwards deteriorated even worst and ended up on an evident change of the unit.

  We Could not operate on that condition. Neither for safety and neither for operational functions. 

  Sincerely,
  
  ****** Cabrera ******

  

  Business Response

  Date: 07/25/2025

  We appreciate the consumers feedback; however, our decision on this matter remains unchanged.

  Customer Answer

  Date: 07/25/2025

   
  Complaint: 23613383
  
  I am rejecting this response because:

  As I have explained multiple times, my HVAC system is approximately 35 years old, not functioning properly, and far beyond its useful life. Despite this, your team has denied my claim twice based on assessments that were inaccurate. The statement indicating that there is nothing wrong with the unit and that it only needs maintenance is incorrect, as the unit is not working properly.
  
  Your refusal to replace the unit or provide any meaningful solution has left me without a functioning HVAC system during extreme heat, which is unacceptable and defeats the entire purpose of having this coverage.
  
  Given these facts, I am requesting either:
  
  - Immediate approval for the full amount required to replace my HVAC unit, OR
  - A partial refund of the amount I paid for the assessment and service visit, as I did not receive any repair, replacement, or effective solution for the payment made.
  If this matter is not resolved promptly, I will continue to escalate it with:

  *****************************
  Public consumer protection platforms
  Legal counsel for a potential breach of contract or bad faith claim
  I expect a prompt and fair resolution to this ongoing issue.
  Sincerely,
  
  ****** Cabrera ******

• Initial Complaint

  Date:07/16/2025

  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.

  My wife had a stroke last week, she came home on the 9th, our ac went out Sunday July 13th. we filed a claim the same day with **, they've never had a contractor within our area to do ***airs so we normally do "outside reimbursment" with the many local contractors. The *** said that would most likely be case again because they could not find anyone in area. 2 days go by no contact nor charge so we contact them again on Tues. 15th. They say they found someone in service area but that contractor lives 120 miles 2hrs away from us. How is that anywhere close to our area? We live in a town of over 100k people in a larger metro area of over 250k+, there are no contractors in the area??? The contractor in ******* never contacted us we had to call him after talking with FA, they did not guarantee they would be able to come within a week saying "we'll get to you when we can not sure when". Again my wife has just had a stroke and the temp. in the house has been 81+, causing her to be in even more discomfort. The local **** company, First Call Jewel we've worked with before was able to come Tuesday afternoon after FA refused to allow us to go with them, saying the contractor in ******* was within an acceptable arrival window, despite him not giving an actual set window. In 95 degree heat maybe a week or more is not acceptable. *** assessed the furnace and the ***airs will now cost us ***** dollars, maybe more, out of pocket because First American was unwilling to work with our local company. The options before us were either risk my wife's well-being with further stress on her heart due to heat or take a chunk out of what little money we have. I have been a loyal customer of theirs for years always paid my bills on time and they would not help us at all.

  

  Business Response

  Date: 07/23/2025

  According to First American Home Warrantys (First American)records, the consumer placed a claim on July 13, 2025, reporting that their air conditioning unit was not turning on. First American dispatched independent contractor D&T Electric Heating and Cooling, ***** to diagnose the failure.
  
  The consumer contacted First American to request approval for outside reimbursement, stating that their previous plumbing and electrical claims that had been approved under similar circumstances. However, this air conditioning claim did not meet the eligibility criteria for outside reimbursement. The consumer may refer to their home warranty contract under **************** Number Three, which states:
  If Company is not able to locate a Service Provider to service your claim, Company may request that you contact an out-of-network provider directly to obtain service. Companys policies and procedures for outside reimbursement are:
  a. Approval must be secured in advance of any work being performed and is generally only granted when Company is unable to locate a Service Provider.
  b. The out-of-network provider must be licensed and insured.
  c. The out-of-network provider must provide detailed information regarding their diagnosis prior to performing work so that Company can confirm coverage and validate repair or replacement recommendations.
  d. Covered repairs or replacement will be authorized if the work may be completed at an agreed upon rate.
  e. You must submit the itemized paid receipt to Company for reimbursement within a reasonable amount of time. Company will reimburse up to the authorized amount.
  f. Company will deduct any service fees owed from any reimbursement provided.
  
  Due to the assigned contractors availability being three days out, the consumer requested that a different contractor be assigned who could provide more immediate service.
  
  On July 16, 2025, the consumer contacted First American Home Warranty to cancel the claim. Per their request, the claim was cancelled, and the service fee was refunded in full.
  If the consumer has had their own diagnosis completed by a licensed professional, they may submit the diagnosis report for further review.

  Customer Answer

  Date: 07/29/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and don't want to bother with it anymore. Furnace is fixed and the business has already said they won't do anything to help so submitting the work invoice would yield no fruit. Better to just let it lay thanks.
  
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