Complaint Review: First American Home Buyers Protection

To say First American home protection SUCKS is an understatement.....they claim that they are about service, value and integrity and they have NONE of these qualities / attributes...STAY AWAY FROM THEM....

My heating system broke down last night and I woke up to a cold downstairs. Checked the Thermostat etc and could not make the heating system work. As I had the home warranty from First American, I thought it should not be a problem as they should fix it. I also remembered that it is going to be in the low 20's today and need the heater working to keep my family warm....so called First American. 

The agent was courtious and I walked her through the problem and she said some one will reach out to me in 4 days. I requested that I need this serviced today as it is really cold and need the heating system to work. She checked the weather and told me that it is going to be cold so she will try and dispatch service asap. She also sent me a copy of the service request and asked me to talk to the servicer directly. I called the servicer and he checked his schedule and said he cannot make it till tomorrow afternoon. I requested him to come and fix it today as I need the heating system working. He reviewed his schedule again and said, the best he can do is tomorrow afternoon. He advised me to call First American and ask them to check with other contactors who can help me today. So, I called them again and the wait time was 17 mts. They have a call back service, so I opted for that. They called me back in 25 mts and to say the experience was HORRIBLE is an understatement.

I walk the new agent on all things that have happened since morning...it was about 11 am by then.

Meanwhile, I see that the temprature upstairs is going down even though I have it set at 74 to offset the cold temprature downstairs. 

I also told her that its going to be in the 20's tonight and I would appreciate if she can help me out. She puts me on hold for about 10 mts and comes back and tells me there is nothing that she can do. She is willing to pay me $50 to get a space heater. I said to her that I appreciate the gesture, but need this unit serviced today as it seems my upstairs heater is probably not working either. She says there is nothing that she can do and that she is willing to compensate me with $50 to buy a space heater. I asked her how does she expect me to heat 3k sq.ft home on a $50 space heater. I also told her that I have paid you my hard earned money for situations like this and I am not willing to accept no as an answer. She became angry with me and had a tone denoting that I need to "suck it up". I was mad at this point and asked to talk to her supervisor. 

The supervisor was a trip. She asks me to go through the entire story again....(remeber, its the 3rd time that I am reliving the past 4 hours of my day that has been very painful let alone that I am trying to work while trying to deal with this situation)...which I did. She tells me that she wants to reach out to servicers and puts me on hold...10-15 mts later, she comes back on line and tells me the exact thing the agent tells me and I request her to do something to help me out. She says there is nothing that she can do however she will give me $100 instead of $50 to buy space heaters....what a freaking joke....hello---- I dont know about you, but if we could heat 3k sq ft home with $100 heaters, most of the heating and air companies will go belly up!!!

The she continues to tell me about the guidelines and how she is within the guidelines of the company in providing me service. Basically I get a lecture from her on how the company deals with all consumers. I asked her if she really believes that her company stands for integrity and service? No answers....

Bottom line, I learnt the hard way that having first american home insurance SUCKS BIG TIME. I have used other home warranty companies in GA and Huntersville for many years and never had a problem. They deal with empathy and speedy service and I expected the same from this company as well....shame on you First American...dont exploit and rip off consumers who pay their hard earned money so that you can pocket it and let them sit in the COLD.....

I have few chosen words, but do not want to degrade myself to their levels.....its just a disgusting situation.