Unless they are selling you a policy, you won’t reach a human when you need help. Have had them for years without much issue. Recently my hvac condenser froze up, coated itself in a block of ice, no heat in house. Called yesterday around 9am. Late afternoon still no contact, but they took the service fee right away… 30 hours later, no heat, no communication about someone coming. Call them and the system tells you to contact the contractor. Great. Give me a contractor to call. I will not be renewing my policy with First American and I suggest you look elsewhere as well. EDIT 11/24/24: this was the ONLY time I was contacted by the company in 48 hour's and it’s because of a negative review. Still no heat. I bought a new policy yesterday with Choice. Also, you cannot cancel your policy on the weekends or off office hours. Which affects me getting service with my new provider until tomorrow. 3 days no heat in the mountains of Tennessee. I canceled my claim hoping to recoup the service call fee and will cancel my policy tomorrow. Again, only time in the 2 days since my service call was put in I’ve heard from the company is here, on Trustpilot. Only way I spoke to humans was manipulating the system, calling for a new policy to get a real human on the line and ask them the status of my claim. They can’t find a tech for you was the answer and they are still looking… log in and status shows searching for technician. Use the automated phone annoyance, offers an option to tell them I haven’t been contacted by a repair person, use it and it tells me TO CALL THE TECHNICIAN that I haven’t been assigned, cause they don’t like working with this warranty company EDIT: 11/25/24 Been with company for 4 years and realized today they work off Pacific time, I’m Eastern, so 9am my time before the cancellation office is open. They offered everything, including expedited and FREE claim, promising a technician today, Day 3, no heat. Again, only time the company has reached out was thru this and because of this negative review. So I finally get thru all the speeches trying to keep me and they out the cancelation through. Except it’s going to take 3-5 days for the to do it and me get the Cancellation Letter needed for my new home warranty company. They did offer to reimburse if I could find someone on my own and repair/replace it. 🤣. There’s a reason local techs won’t work for you, I’m definitely not trusting this company to reimburse. I pay a yearly contract fee for all this to be completed. Not for me to run thru my backside and HOPE to get reimbursed later. My HOPE went out the window 48 hours into the service call, in sub freezing temperatures The company requested my real info thru Trustpilot to look into it. I sent it. Also, today’s tech has allowed me to record all conversations, just as they record them, so if proof is needed, I got receipts. Edit:11/25/24, 10:39am. The company did offer me to find my own repair people and trust they would reimburse me. Also, that offer was made when I told them I was canceling with them. There’s a reason 30+ hours after I paid the service fee, no technician’s took the job, they don’t like dealing with this bs anymore than the policy owner does. This company isn’t in the top 5 any longer. Never been offered loyalty discount on renewal and each year service fees go up. I went with Choice, lower annual contract cost, same service fee. They also have a veteran program that allowed me to lock everything in for 6 years. Definitely look around, research multiple review sites. I was very happy with this company until I was left in sub zero temps over a weekend and got zero help

First American Home Warranty is a great service. I have needed to use them for services twice. Once for my hot water heater and once for my toilet. They sent a plumber in a timely manner and the plumbers were professional and efficient! I would highly recommend them to anyone needing a Home Warranty Service!

THE EMPLOYEE WAS VERY NOLEGABLE AND COMPLETED THE JOB in recored time.

Have always had good service. Pruitt plumbing has been out several times during our warranty and their technicians are very polite and thorough. Quick appointments too.

I have always been able to get my repairs resolved. This is the best warranty company I have ever used.

The technician was overbooked and had to cancel my initial appt. We rescheduled for the next day and the tech arrived early fortunately and repaired it within 30 minutes.

Not all home warranty companies are created equal. I have owned many homes and investment properties over the years and always purchase a home warranty on all my properties. For the last 15 years I have only trusted First American. Things got a little spotty during COVID, but that was mainly due to contracted service providers getting flaky and not a representation of the home warranty provider. Overall, customer service is great, and they are very helpful when needed. I recommend always getting the first-class upgrade on your coverage to cover those additional things that aren't included in the basic coverage, especially if you have a pool.

I enjoyed having First American as my home warranty agent. I can’t afford it now however they always made it easy for me to call, talk to someone and get whatever I needed covered on my warranty fixed in my home. I highly recommend First American.

Slow with work order

Quick and easy thanks

The reason for cancellation of my policy is poor service. Twice I needed to use First American to repair a washing machine. The first time I had to wait for new parts because they were back ordered. While waiting for the parts to arrive I was forced to take laundry to a laundromat costing around $50 each time. Not only was this expensive but also extremely inconvenient. Sears was not even sure they could find the replacement parts. It ended up taking over two months to receive the parts. First American Home Warrantee did not give me a choice to replace the machine. I was told I had to wait indefinitely for the new parts. The second time I submitted a request for repair with First American I assumed I was to call Sears myself and set up an appointment for service. I called to confirm this appointment with First American Home Warrantee. Sears scheduled the repair two days out. When I called First American I was told that the earliest appointment I could have would be two weeks out. I shared that I already had an appointment. I was told that I could only have the appointment two weeks out because of their contract with Sears. So this meant I would need to wait two weeks rather than two days to have the washer serviced. Then there would be a good chance I would have to wait again an indefinite time for parts to arrive. When I made a complaint with another First American representative Brielle, she was very kind and offered to expedite the service appointment. This also frustrated me because when I asked the original First American representative to move the appointment up she said that was only possible if it was an emergency and our service request was not considered an emergency. Yet when I decided to drop my contract with the company suddenly expediting the appointment was easy. Expediting the appointment should have been easy before deciding to cancel my contract. Because of the extreme inconvenience it made more sense to simply buy a new machine.

When we purchased our house, it was almost 20 years old. Our first American home warranty has paid for itself several years since. Everything breaks down eventually and my wife and I are thankful we purchased the coverage when we did

Folks on the phone were very helpful and the contractor did what was asked of them (checked toilet slow flushing). Even though they verified the flushing problem, FAHW policy apparently prevents toilet replacement unless it is actually cracked or visibly broken. To me, the person with the inoperable toilet, that was insufficient. I would suggest revisiting that replacement policy. I will add that FAHW has been a good investment for us for 3 years. This was the first time it seems they didn’t live up to their reputation, so it’s 4 stars, not 5.

I’m just glad that you were there just in case I might need you sometime. It’s a secure feeling to know that it should something happen like I’m depend on you guys. Thank you.

I didn’t have any service

Company that came out to repair oven assumed we lost a broken part on purpose. When we couldn’t find the part, it was decided that you couldn’t fix the oven because it was missing a part. All we wanted was the handle fixed. We cannot find the handle because the part is discontinued. The company you sent out and you guys will probably find the part immediately. But instead because we couldn’t find the broken part you just said we can’t fix it. Now we just can’t use the bottom oven. I still decided to renew the Insurance because in these days and times Assistance is needed in repairing what can be repaired.

Had keep calling to get problem fix company assigned never called Out of pocket cost as much as repair

They did what promise to do.

The repair was completed in a timely and professional manner.

The staff and ease of making a service request.