Name: First American Home Warranty
Rating: 3.9

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Unhappy customer Fresno, CA

My refrigerator and wash machine went out on Thanksgiving Eve it’s now December 19th and both items are not fixed. Unfortunately repair company was horrible and communication was lacking between First American and A and R repair. I ending up having to buy new refrigerator because unfortunately company couldn’t find a compressor sooner enough or couldn’t give me a date the compressor was to arrive. No one new anything about my wash machine and because I bought from someone who fixed it wrong they will not cover repair or replace. I’ve been a member for over 4year and they will now cover me when I really need them. Disappointed in our relationship.

6 years ago

Reply from First American Home Warranty

Hello Ms. Madel,

We have attempted to contact you several times regarding your kitchen refrigerator claim but have been unsuccessful in reaching you. Please contact First American at your earliest convenience in order to discuss your concerns.

Thank you.

Feb. 14th, 2020

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Teofilo Casiano McClure, OH

This is by far the most dishonest company. I put a claim in. They had a company come out and lie so they didn't have to cover it. Said it was missing parts. How is that possible if it just worked? This company is a complete scam. Save yourself and do not go with this company........ update after a bunch of calls and complaining i reached the ears of the higher ups. And they fixed everything. I would of gave them 5 stars if i didn't have to fight for what should have just happened. But in the end i dont have any complaints. I am happy with the out come.

6 years ago

Reply from First American Home Warranty

We appreciate your feedback and look forward to being able to address your concerns directly with you.

Nov. 6th, 2019

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Mike Eide Henderson, NV

My first problem after signing up for their premium coverage. All went well on the first visit by a service technician. There was a part required to fix the problem. A month goes by and the problem comes back. We call the service company to find out where the part is and find out the claim has been denied. When we call FAHW they lie and tell me they left a voice mail after the service. We have no calls from them and no voice mail. We request a technician to be dispatched to fix the problem, even if we have to pay for the repairs. They indicate that once service has been denied they no longer have responsibility and we will have to find our own technician. They also charge an additional $75 fee that we had to call back to get reversed.

7 years ago

Reply from First American Home Warranty

Hello Mike,

Our records indicate you placed a claim for your kitchen refrigerator not working properly. All Desert Appliances Incorporated reported the thermal shell was deteriorated so the unit was not maintaining temperatures. Please be advised, thermal shells are not covered per your home warranty contract under Kitchen Refrigerator, Not Covered. At this time, your claim is considered closed.

Thank you.

Nov. 9th, 2019

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Chris North Richland Hills, TX

Not sure why I’m giving them 2 instead of 1 but their phone system is horrible. Every time I have a question I get put on hold for an hour and then get transferred to four different people before hanging up the phone in frustration. Current home I just purchased has a keypad lock on it that is old and doesn’t work. Called to get it changed into an actual key door lock which I wouldn’t think would be such a big problem but they refuse to change the lock only fix the crappy one that’s on it. They literally haven’t helped me in any instance I’ve ever had. Oh and for being AMERICAN home warranty nobody there can speak fluid English and there’s always a language barrier.

7 years ago

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Melissa Bradley Huntington Beach, CA

First they are getting 2 stars because they actually do communicate with me in a timely manner. However, their customer service sucks and the contractors they send out are incompetent. First about 4 months ago, I submitted a claim online that my dryer was having issues making extremely loud squealing noise. I was charged the $75 service fee. They sent a very nice man out to fix it. I thought it was all fixed. Then last month it starts doing the exact same thing. And my washer happened to die on me at the same time. Put in claim number 2. THis time the company they send out is here MAYBE 10 minutes (in that time he always used my restroom) didn't even look at the dryer or turn it on, tells me my whole front panel on the washer needs to be replaced and I will be charged extra for it being a stackable. WHAT??? I call First American, was told nothing would be extra as the $75 covers everything. a few days go by, the contractor does not return any of my calls. First American calls me and states they are ordering the parts for my washer, but the dryer is not covered. They claim "noise" is not an issue. WHAT????? Both time I explained the issue I was having and they had no problem charging me both times for the $75 service charge knowing they wouldn't cover "noise"? Mind you the dryer is not usable due to how extremely loud it is. Now they call me and tell me the contractor needs me to move the dryer from the washer (they are stackable) before they will schedule to come. Now I have to do part of their job for them? I'm a woman by myself and have to figure out how to get the dryer down before they come out? THey wouldn't even call me they will only talk to First American yet I am the one they need to schedule when they will come out. First American has not been a help whatsoever with this. THey use very unprofessional contractors, and they things at you last minute like this. Be very cautious of them.

7 years ago

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Nathan H. Louisville, KY

**READ THE CONTRACT** I have had FAHW for 3 years. I've had a claim each of the years. First year was just the dryer(minor issue). Customer service = good Year two was the dishwasher, which was replaced. A quick note about this claim. ********************************************* ***Do not just accept the offer to replace*** ********************************************* You need to research the replacement item before accepting. FAHW tried to sneek by with replacing my dishwasher with one that was half the capacity and efficiency. I refused, and they gave me another offer 2 days later which after researching I accepted. My HVAC was also having issues which took them 2 weeks to fix. Customer service = OK On this third year, my HVAC broke down again. This time it needed to be replaced. It took a week and a half to diagnose the problem and as I am writing this it is still broken. My HVAC has been out for more than a month. During this whole process I have been calling and emailing with both FAHW and the contractor they selected. It took me a whole week to squeeze the info out of FAHW about the replacement equipment. Once the equipment was ordered, they told me 2-3 days. In actuallity it has taken 2 weeks. If you use FAHW always get info in writing. I had them send me emails with the info. I've finally gotten a scheduled installation date after 2 months. The problem has always been with the warranty company, never the contractor. Customer service = Bad A quick note about the customer service. Everytime I called, they would never have the info I needed. They would have to call around in their own company to get info from others. The last time I called, they had info, but it was outdated info from when I called 2 weeks ago and they just "assumed" is was right.

7 years ago

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CARLOTTA MANEICE Meridianville, AL

We renewed our second year with First American Warrant and the service this time has been horrible. We have had a problem with our Washing Machine and the GE vendor contracted by 1st American dialed the wrong number to schedule an appointment, ordered parts for the washing machine that was not needed and left at our home. The final straw was throughout this entire process the 1st American Home Warranty Customer Service Representatives processes in getting a report from the GE Vendor, answering questions about the delay in repair, and/or replacement was insufficient and at times they were downright rude! Their answer to our situation was consistently the following, "we are waiting for a report", "they have 48 business hours to comply, " a supervisor will tell you the same thing," and "there is nothing we can do at this time." I put in a request to cancel my service and find another home warranty company.

7 years ago

Reply from First American Home Warranty

Hello Carlotta. We are aware that cash payment in lieu of the replacement of our clothes washer has been accepted. Please allow seven to ten business days for the processing and delivery of your check. Thank you.

Jun. 6th, 2019

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Fran Charleston, WV

My daughter had coverage with First American Home Warranty but cancelled, thank goodness. I live with her and I paid the $95.00 deductible each time for more than 5 or 6 calls for the refrigerator. Ice maker would not work about 3 days after the repairman left. And he even told me once it needed to be cashed out. We have used ice trays for a year now & I am sick of it. FMHW WON!!!! With the $95.00 I have put out, we could have bought a frig. In the freezer right now, the ice cream is half soft. I had to throw out all the food in the other side once until they got a repairman. All I can say to others "Good Luck".

7 years ago

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Tasha Denison, TX

Professional customer service reps. Phone calls and questions get answered quickly by real people. Quick response time by professional services. Transactions are easy. Have been pleased with their work.

7 years ago

Reply from First American Home Warranty

Hi Tasha. We appreciate your feedback. Thank you.

May. 31st, 2019

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Anna Mount Washington, KY

Easy to request service; however, some of the providers were terrible. Heating & Air guy didn't complete the job and didn't want to work when he got here. Electrician came, looked at the job, had to get parts, never returned or returned our calls. I would like a way to get a partial refund for having to get our own person to come to the house.

7 years ago

Reply from First American Home Warranty

Thank you Anna for your review.

May. 31st, 2019

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Beverly Arnold Lubbock, TX

We have used this service for 13 years, and I highly recommend .We have only had two bad experiences, and that was due to employees of the contractor(s), and they righted the situation.

7 years ago

Reply from First American Home Warranty

Thank you Beverly for your review!

May. 14th, 2019

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Eric Stockton, CA

Within the first 2 months of having American home warranty my water heater went out and just a phone call away someone was there the next day to check and replace as needed thx American home warranty

7 years ago

Reply from First American Home Warranty

Thank you Eric for your feedback.

May. 10th, 2019

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David chappell New Port Richey, FL

Over all every excellent service with the exception of one representative we spoke to. Very quick turn around on getting our appliance taken care of and following through with each step in the process.

7 years ago

Reply from First American Home Warranty

Thank you David for your review. We appreciate it.

Mar. 26th, 2019

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Ramona Duenez Ogden, UT

We've had this company for 3 years. Our first experience with them was amazing. However, we opened a classroom on Sunday due to the water backing up and flooding the basement. We are unable to take showers, use the toilet or anything else that drains water into the main line. It is now Monday and still nothing. We called to ask about the progress of our claim and seven someone would be out. They notified my husband that it could still be another 2 to 3 days before someone comes out. We are ready to cancel and just call a plumber out.

7 years ago

Reply from First American Home Warranty

Hello Ramona,

We would like to apologize for any inconvenience you may have experienced during the handling of your claim. Please be advised, we attempted to contact you several times in order to discuss your claim but have been unsuccessful in reaching you. Please contact First American at your earliest convenience to further discuss your claim.

Thank you.

Apr. 17th, 2019

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Jeff Taylor Conway, AR

We been covered by FAHW for going into our third year. We have had a service call each year. Some of their techs have been very prompt. Our recent experience with Sears Service was not prompt. Little communication about when the service or completion would happen. The actual service was fine

7 years ago

Reply from First American Home Warranty

Hello Jeff. We appreciate you taking the time to provide us with your feedback. Thank you for choosing First American.

Mar. 8th, 2019

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Gary Tehachapi, CA

The company has been very quick to respond to repair requests to send out a repair person to our home. They also have been prompt in reimbursing me in two instances when it was necessary. It's also easy to use their website to request a repair.

4 years ago

Reply from First American Home Warranty

Gary, We appreciate you taking time to share your comments with us. It is great to hear that your claims were promptly resolved. We appreciate your continued trust in us.

Dec. 15th, 2021

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Corryn Moore Portsmouth, VA

First American Home Warranty has been excellent to us! First of all, our ac went out. We needed a whole new system. It was all overed minus a few small things, such as ductwork and some electrical additions for a new unit. We also needed a new part for our oil furnace that was $500 from our oil company. It only cost $100 through FAHW.

4 years ago

Reply from First American Home Warranty

Corryn, We appreciate you taking the time to share your review with us. It is fantastic to know that you were provided five star service and have your issues resolved! We appreciate your continued trust in us.

Oct. 28th, 2021

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Verified Customer

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Daniel Unruh

We had some repair work done recently and it went very good

4 years ago

Reply from First American Home Warranty

Daniel, Thank you for taking the time to share your review!

Apr. 14th, 2022

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Verified Customer

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Isaias mendoza Victorville, CA

Good service excellent follow ups and perfect verifying if service are to be done on time

4 years ago

Reply from First American Home Warranty

Isaias, Thank you for your review. It is wonderful to know that you were provided excellent service!

Mar. 22nd, 2022

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Verified Customer

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Sharon Turner Magalia, CA

Great service, prompt, taken care of numerous home claims got us without complications.

4 years ago

Reply from First American Home Warranty

Sharon, We appreciate you taking the time to share your review with us!

Mar. 22nd, 2022

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Verified Customer

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Rhonda Watson Waxahachie, TX

I submitted a claim, the company that covers my area doesn't have parts. I have not been able to use oven for 2 months.

4 years ago

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Verified Customer

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STEPHANIE M WINTER Saint Albans, WV

Very reliable company. All contractors they have sent out are professional and courteous.

4 years ago

Reply from First American Home Warranty

Stephanie, Thank you for your review! It is wonderful to hear that you have been provided great service. We look forward to being there for you, should you ever need us again.

Mar. 16th, 2022

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Verified Customer

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James Brown Edmond, OK

They are very responsive and the companies they send are extremely knowledgeable.

4 years ago

Reply from First American Home Warranty

James, We appreciate you taking the time to share your review with us. It is awesome to know that you were provided five star service!

Jan. 25th, 2022

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Verified Customer

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James K Birdsong Memphis, TN

I have had American Home Shield and the ease of securing services is much better.

4 years ago

Reply from First American Home Warranty

James, We appreciate you taking the time to share your review with us. It is fantastic to know that you had a five star experience with First American Home Warranty!

Jan. 18th, 2022

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Verified Customer

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Toni Y Williamson Kansas City, MO

We received a refridgerator when ours could not be repaired. I love the new fridge.

4 years ago

Reply from First American Home Warranty

Toni, It is fantastic to hear that your claim we as resolved and you are happy with your new appliance! We look forward to being there for you, should you ever need us again.

Jan. 18th, 2022

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Verified Customer

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Stephen Sherman Anaheim, CA

I have had clalims covered but not without difficulty. Some of the contractors should be reviewed for their capability.

4 years ago

Reply from First American Home Warranty

Stephen, Thank you for sharing a review with us. Please know that we do complete internal surveys and monitor customer feedback on our contractor partners. We welcome our customers to share their feedback with us as our goal is to ensure we are providing the best service possible. Should you need us again, we look forward to being there for you.

Jan. 6th, 2022

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Verified Customer

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Mary Graham Tallahassee, FL

Just because . I really don't have anything to say this survey should be just yes no and multiple choice.

4 years ago

Reply from First American Home Warranty

Mary, Thank you for your comments!

Jan. 6th, 2022

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Verified Customer

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Hitesh Ahuja Thousand Oaks, CA

Service from First American home warranty is timely, with the crew easy to work with and responsive

4 years ago

Reply from First American Home Warranty

Hitesh, We appreciate you taking the time to share your review with us!

Dec. 29th, 2021

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Verified Customer

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David Sebby Las Vegas, NV

Problems were handled with expedience, customer service was handled with great experience

4 years ago

Reply from First American Home Warranty

David, It is wonderful to know that we were able to resolve your claim for you!

Dec. 29th, 2021

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Verified Customer

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Tanya Lancaster, PA

Easy to file claim and companies they work with contacted us right away to schedule service.

4 years ago

Reply from First American Home Warranty

Tanya, Thanks so much for taking the time to share your experience with us!

Dec. 29th, 2021

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Verified Customer

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Evelyn D Breeden Portsmouth, VA

I had problems with my heating unit and they sent a tech and he was fast and efficient

4 years ago

Reply from First American Home Warranty

Evelyn, Thank you for your feedback. We are delighted to know that you had a smooth claim process!

Dec. 21st, 2021

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Verified Customer

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Belinda Tillman Sun City, CA

The times I have needed service or have questions they have always helped. Thank you so much.

4 years ago

Reply from First American Home Warranty

Belinda, We appreciate you taking the time to share your experience with us!

Dec. 21st, 2021

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Verified Customer

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Leon Cistrunk Olive Branch, MS

Excellent work, no complaints. Pay the service fee and watch the repair of the item.

4 years ago

Reply from First American Home Warranty

Leon, Thank you for leaving us a five star review! We appreciate your continued trust in us.

Dec. 21st, 2021

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Verified Customer

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Darrin Braggs Canyon Country, CA

Service was great and problem got fixed service was scheduled same day i did the request

4 years ago

Reply from First American Home Warranty

Darrin, Thank you for putting your trust in us. We are pleased to hear your concerns were resolved quickly.

Dec. 14th, 2021

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Verified Customer

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Nicolette Brown Virginia Beach, VA

I had an unresponsive Plumber and the agents didn't care. It took a really long time to get it reassigned and when u call the customer service number its difficult to even get to speak with an agent.

4 years ago

Reply from First American Home Warranty

Hello Nicolette. We are terribly sorry for any delays or inconvenience you may have experienced during the handling of your claim. At this time, we are aware that your plumbing issues have been addressed and the claim has been closed.

Dec. 18th, 2021

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Verified Customer

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MICHAEL ROWLAND Chapin, SC

Have had multiple service calls to repair items and they have saved me hundreds of dollars

4 years ago

Reply from First American Home Warranty

Michael, Thank you for leaving us a five star review and sharing your review with us.

Dec. 14th, 2021

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Verified Customer

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DAVID KING JR Memphis, TN

Service came with the house purchase, has been solid each time we've had to use it.

4 years ago

Reply from First American Home Warranty

David, Thank you for sharing your review! We are glad to know that we have been able to be there for you when an issue arises.

Dec. 14th, 2021

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Verified Customer

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Arlene Ahern Iona, ID

Professional service. Head to wait for the part (Covid) but the product manager kept me posted.

5 years ago

Reply from First American Home Warranty

Thank you Arlene. Glad to hear the issue was finally resolve.

Jun. 4th, 2021

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Verified Customer

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Sandy Gardner Pickens, SC

We are very pleased with the service and we know that when we call that we will be taken care of

5 years ago

Reply from First American Home Warranty

Hi Sandy. We are so happy to hear that you are satisfied with our service.

Jun. 4th, 2021

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Verified Customer

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Roger Herauf Tulsa, OK

Excellent responce to any issues. The company has a good reputation with the sevice providers

5 years ago

Reply from First American Home Warranty

Thank you for your feedback Roger.

Jun. 4th, 2021

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Verified Customer

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Joni Tinsley Chandler, AZ

I have had a few repairs, and it was very easy, they took care of everything, and resolved quickly

5 years ago

Reply from First American Home Warranty

Hi Joni. Thank you for your feedback

Jun. 4th, 2021

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Verified Customer

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Mary Jo Lawrence Oroville, CA

I rarely rate anything the best because there's always room for improvement, however I am happy with this company.

5 years ago

Reply from First American Home Warranty

Thanks Mary Jo!

Jun. 4th, 2021

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Verified Customer

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Paul Sanford, NC

Quick and reliable response to the issue. Cooperation with the client which is very important

5 years ago

Reply from First American Home Warranty

Thank you Paul for your review.

May. 25th, 2021

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Verified Customer

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Anne Boyette Brandon, MS

Overall pretty good. Slow sometimes on getting service for repairs. It has taken more than 10 days!

5 years ago

Reply from First American Home Warranty

Thank you Anne for your review.

May. 25th, 2021

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Verified Customer

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hatter Portland, OR

I don't like that you have completely automated the filing of a claim. I would like the option to talk to a person.

5 years ago

Reply from First American Home Warranty

Hello Hatter. We do appreciate your feedback. We do offer the option to speak with a customer service representative at 1-800-992-3400. Thank you.

May. 18th, 2021

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Verified Customer

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Cliff Riley Proctorville, OH

They take care of you and they follow up to make sure the job is done correctly

5 years ago

Reply from First American Home Warranty

Hi Cliff. Thank you for your feedback. Have a great day.

May. 18th, 2021

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Verified Customer

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Daniel M. Kaplan San Francisco, CA

I did not have to contact them much but when I did, they were incredibly informative and helpful

5 years ago

Reply from First American Home Warranty

Hi Daniel. We appreciate your feedback. Have a great day.

May. 18th, 2021

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Verified Customer

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Carol McCorkle Amarillo, TX

Good service & friendly. Affordable, fair in price. Stays with a job until it’s completed.

5 years ago

Reply from First American Home Warranty

Hi Carol. Thank you for your feedback. Have a great day.

May. 7th, 2021

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Verified Customer

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Diane Lancaster, CA

ANY TIME I NEEDED SOMETHING DONE THE WORK WAS COMPLETED TOOP NOTCH. PROFESSIONAL WORKMEN

5 years ago

Reply from First American Home Warranty

Hello. Thank you for your feedback. Have a great day.

Apr. 23rd, 2021

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Verified Customer

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Mike Wilson Hixson, TN

Service has been helpful when needed. Willing to work with me on different service people

5 years ago

Reply from First American Home Warranty

Hello. Thank you for your feedback. Have a great day.

Apr. 23rd, 2021