First American Home Warranty First American Home Warranty Protection Plan What they don't tell you about First American Home Protection Van Nuys California
My fisrt complaint is that First American advertise that they are a 24 hour 365 day a week company. I thought that meant that is I had need for a technician to service an appliance I could get the help I needed any day. What they didn't tell me was the 24hour 365 day service is only for a call center. It can take days or in my case months for service to be completed. for example, on August 24, 2013 I called First American (First Am.) Home Warranty to service my wall-oven Whirlpool model RDB305PDQ6, dishwasher and stove top range. I had guest coming for my daughter wedding Sept 21, 2013. Tech came out said oven control panel need to be replaced, dishwasher (DW) could not be fixed. Took the service fee and left. 2nd call to First Am. and asked for a provider that would try to fix my appliances,after about 7 days they sent AAR Appliance repair Team. [continued below]....
..... AAR came said the oven worked fine but would not service the dishwasher because they said they did not have access to it. 3rd call I agreed to personally slide the dishwasher out and would like my oven fixed it still would not change temps. I took off work slid the dishwasher to the center of the floor, after about 2 weeks later AAR came again diagnosed that the dishwasher pump needed replacing and that I did not know how to work the oven that I had for the past 6 years. I suggested that the tech show me how to operate the oven. when he could not change the temp. he removed the oven panel and DW pump. 3 1/2 weeks later AAR returned replace the pump and but the rebuilt oven panel still did not work even though I waited an extra week for them to test the oven to ensure that it worked properly. While waiting for the rebuilt parts I contacted AAR and First Am. asked if they could just replace the part since it takes 2 weeks or more to get a service call and the Holidays was approaching. I explained that if the rebuild does not work I would be waiting for another 2-3 weeks I also asked about alternatives a First Am. supervisor told me they could give me less than $100 to fix dishwasher and oven myself the oven panel is over $600. AAR took the control panel reported that my oven was over 25 years old and could not be fixed, not true. I call First Am. and told them I only had the oven about 6 years. After 90 days First Am. agreed to replace the oven. I was contacted at work with an oven that look like it was made 25 years ago I did not want that we upgraded from that type of oven. When I asked why they could fix the one I had I was told that they did not make the parts. I went online and in 5 minutes found the parts at searspartdirect.com I gave the web info to First Am. and found they did not have my correct model number. I was told purchasing would find a model based on my model #, After 3 days and not hearing for First Am. I call and the reorder was never placed. I made an additional 5 follow-up call each time I have to give them the correct model number I guess no one put it in the system. Finally, First Am. called me to offer me the same oven I rejected stating that it matched both model # I asked how could it when the model # provided by their contractor did not exist. They call me at work to see if I would accept the oven and rudely pointed out that the features match even if the control panel was different. I told them that I was at work and could not compare features. I was told that the oven was based on my model and was the same. To not be without an oven for Thanksgiving I accepted the oven after I was given the impression that the only difference was the display. The oven was deliver and to my surprise not only would it not fit into the wall oven space it was so small it would not work for a family of 10. My oven is 29.5 X50 interior dimension 25x16x17.5 replacement oven 23x45 interior 18.5x14x16. First Am. called a few days before Thanksgiving to say they could not deliver a new oven until the picked up the first delivery and I should get a call so far no call. First Am. ruined some of the most precious time that you expereince in your lifetime. For my daughter wedding I had guest and family, some I had not seen in 20 years and I wanted to entertain them and spend quality time together with some home cooked meals, needless to say that did not occur. To top the cake this was the first Thanksgiving in 35 years that I was not able to cook for my family. First American still gets their payments from my account faithfully. I would cancell but I still need my oven.