ComplaintsforFirst American
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Complaint Details
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Initial Complaint
01/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We have a home warranty plane with First American Warranty. I filed a claim October 22, 2023 for my built in microwave. Someone finally came out November 22, 2023; my microwave was placed in the home in **** when the home was built. When I called the ***** number. I was told the information wasnt submitted. A new guy came out in November & stated he couldnt read the numbers on the microwave. It is January 10 & my microwave is still not functioning. I was told January 8th parts wasnt ordered yet. Why havent they replaced my microwave. My microwave is attached to my oven. They dont want to pay for a new pair which is about $2,000 plus dollars. I have been dealing with issues like this for years.Business response
01/12/2024
Dear Better Business Bureau:
Thank you for your email. Unfortunately, it was directed to the wrong company. First American Home Warranty is a separate company/entity from First American Title Insurance Company. Your email has been forwarded to them at *******************************************.
Best regards,
First American Title Insurance Company
Initial Complaint
06/13/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Originally called First American around 5/24/23 about oven, broiler on one oven doesn't work. Appliance works came out on 6/8/23 to repair, said it wasn't repairable. Appliance Works called on 6/13/23 saying they will be coming out on 6/23/23 to pick up computer in oven, but that it will take 4-6 weeks for them to rebuild it. In the meantime, we will NOT have an oven for 4-6 weeks plus the amount of time it takes for them to schedule another appointment to come back out and put it in. This will have been 10 weeks without an oven. This is unacceptable. Today the Supervisor, *******, ext **** offered me $100 (after I provide a receipt of a purchase of a TOASTER oven). This is their solution? Are you serious. Without the computer, both ovens are non-operational. Our contract # is ***********, our work order # is *********.Business response
06/14/2023
Dear Better Business Bureau -
Thank you very much for your correspondence. However, this was sent to First American Title Insurance Company and it appears that the consumer's complaint relates to First American Home Warranty. Please contact them at *******************************************.
Thank you again!
First American Title
Initial Complaint
05/21/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
my ** Refrigerator went out (Compressor) on 4/29/23 and to this date it has not been fixed and I have a Warranty with First American Home Warranty. Have been in contact with them several time and the company they assigned my problem to Axis Appliance. Told them I was disabled and living out of an ice box. It was like talking to deaf ears. To them its stand in line. I had no place to put my frozen food or any milk or anything else a normal person uses a refer for. I have had to call another repair company which will be out here on 5/23//23 at my expense. This is 25 days without refrigeration and I had to pay them $85.00 to file a claim that was never honored.Business response
05/30/2023
This complaint appears to be related to First American Home Warranty, not First American Title Insurance Company. Please direct this and future inquiries to that company at *******************************************. Thank you!Initial Complaint
02/18/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
First American Warranty sent out LA Standard to fix my air conditioner/furnace, which is covered under my warranty. They completed the job on December 23, 2021. The furnace worked well, however, in mid February, the weather in CA got warm, and for the first time, I turned on the air conditioner. There is a terrible howling sound coming from the motor, almost like someone left a tool in the motor or did not tighten a bolt. There was never any sound from the air conditioning in the past. It is so loud we cannot sleep at night. When I called to have someone fix the issue on February 14, First American said "noise" was not covered under my warranty, and more than 30 days had elapsed since the completion of the job. I explained that since I had no reason to start the air conditioning in mid winter, they should cover the issue. I asked for a supervisor to review my request. They said someone would get back to me in 24 hours. However, no call for five days. I certainly believe they should return to fix this issue. I want them to return to stop the horrible noise from the air conditioner without any further charge. When I called again on February 18, asking why no one called back, and they said they had no record of my call. So frustrating. Please have them return to finish the job without any further charges or "up front monetary coverage and potential" reimbursement.Business response
02/28/2022
Please see attached response. Thank you.Initial Complaint
12/24/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Our home warranty company, First American, is purposefully dragging out the process or repairing or replacing our HVAC, leaving our family without heat during the coldest weeks of winter. We have been without heat for two weeks , with no resolution in sight, on a condenser they have attempted to repair three times. When we asked to switch contractors because the one assigned botched the job previously, they refused. The broken fan blade caused damage to the inside of our unit and a shower of sparks, which looked like it could have caught the unit and our house on fire if we hadnt caught it in time. Most recently, when our contractor was having difficulty ordering a fan blade to repair our unit, the First American purchasing department took the claim for days before deciding it was a violation of their contract to purchase the part, only the contractor could purchase. When the contractor said the part wasnt available and recommended replacing the entire condenser, suddenly First American could order the part. Now several First American agents have told me that Carrier, the distributor, says the part isnt available. This is the same distributor our contractor tried to use, so its not surprise that the part still isnt available. When speaking with First American management, they report that there is no evidence that the part isnt available, in spite of their own agents reporting that. Their own purchasing department previously refused to purchase the part, but now they say that purchasing must determine if we can replace the unit. Managers refuse to contact purchasing to verify the status of of claim and whether or not resolution is even possible. So we are waiting, without heat, for a home warranty company that refuses to take responsibility for a repair or replacement that is clearly covered under our policy. I have left voicemails repeatedly for their management to resolve this, but they have not returned calls.Business response
12/27/2021
Unfortunately this complaint was directed to First American Title Insurance Company instead of First American Home Warranty (two different companies). Please direct all complaints related to First American Home Warranty to ******************************************* or call their complaints/escalations line directly at ************.
Thank you,
First American Title Insurance Company
Claims Services
Customer response
12/27/2021
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
*********************
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Customer Complaints Summary
14 total complaints in the last 3 years.
3 complaints closed in the last 12 months.