Complaint Review: First American Home Warranty

If you are thinking about getting a warranty for your home, please run away from this company. We bought our first home in Oct. 2020 in Kentucky and a home warranty from First American home warranty came with it. I though this was  good thing. Boy way I wrong. We started having trouble with our HVAC not cooling the entire house starting in April 2021. On April 28th, 2021 we put in a service call to First American home warranty to have a technician come out and look at it. ( request # 310506284)  and paid the copay of $75.00.

I have made countless calls to customer service , and they keep telling me they are looking for a technician and someone will call us. My favorite excuse was " is this for and air conditioner or a refrigerator? " These people have no clue what they are doing.  I finally had enough of the games and the run around, so I researched online for corporate numbers. On 5\18\2021, I emailed the director  of service operations  Jackie Hernandez and vice president of operations Barry Miles. Within 24 hours, I received a call from a woman named Laura Yamuguchi I and she said she would be the contact person from here. Within a week , she was unable to find a technician in my area .

She suggested we call someone and pay for them to come out and look at the AC unit and they would reimburse us. I was very leery about paying for anything for fear that we would never be paid back. Plus , why am I the one looking for a technician and paying for it. Isn't it the warranty companies job to handle all of this? I finally had had enough. Between my husband and I talking to Laura, she was starting to give my husband attitude. I decided to email the President Matthew Wendl and ask him to just buy us out of our contract and return our $75.00. My husband got a very nice call from Laura the next day and she had definitely changed her tune.

Well, as of today, (6\11\2021) our HVAC isn't fixed and Laura can't seem to find anyone to work with her. I wonder why?! Well, its been 7 weeks and we haven't even had a technician out to the house to look at the unit. Its hot and humid and the house takes forever to cool down and half of the vents don't blow cold air. This comany is a SCAM and they take your money and refuse to do any work. It is sad that this company is even still in business and taking peoples money .