We have had First American Home Warranty for just over a year. While we have called them out a couple of times for appliance repairs, they, although not repaired on the second or sometimes even the third visit, managed to repair the issues that we had.
The second week of July, I called them regarding my electric, glass cooktop, which cracked while "simmering" spaghetti sauce.
2 weeks later, a technician they contracted through Sears was sent out. He took one look at it and said it wasn't covered. When I asked him why, he said it would be to costly to "replace" and stated that First American Home Warranty would never give the approval nor authority for him to order a new cooktop. He left with 12 minutes of being in my home.
I called First American back to complain about this and they sent out another repairman to re-check the cooktop the following week. This repairman stated that there was a recall on the cooktop and proceded to call First American to give them his report. They authorized him to order a new cooktop, which is precisely what the receipt he left me said, replacement of the "cooktop unit".
He then stated the new one would be delivered to my home, which it was, and to call Sears to schedule another date for installation. He then stated that we would have to remove the old cooktop as he didn't want to responsible for our countertop. I asked him if he wanted us to hold onto the cooktop once we removed it for him to take back with him, seeing as it had a recall on it. He told me no, to just get rid of it, he needed nothing from it.
The following week, a large box arrived with what we thought was the cooktop, my husband and son removed the old one and took it out to the trash.
The repairman from Sears (the same one as the second repairman they sent out) showed up and opened the box to find only the "glass" for the cooktop, not the entire unit. He asked where the base was and I reminded him he had instructed us to discard of it. He promptly took the new glass top and left, stating there was nothing more he could do for us.
We called First American and told them what the issue was, after explaining what had happened to at least 5 people, we were finally put in contact with a person by the name of "Jander" from the customer resolution dept. He assured us that the issue would be resolved.
On Friday, August 17th, 2012, Jander called to ask us who told us to get rid of the base of the cooktop. Again we tried to explain it was the technician from Sears who told us that, who by the way was representing First American due to the fact that they had sub contracted repairs of this nature to Sears.
Jander then told us we never should have thrown this out before calling First American and getting their permission to do so. This has NEVER been the case in the past with any repairs they had done for us. He then stated that First American only authorized a "glass top" replacement, not the entire unit. Again, the receipt we have says "cooktop" at the replacement price of $678.64, with a charge of labor of $134.00. Now we paid just under $1000.00 for this cooktop a year ago, so the 678.64 seemed like a reasonable charge for a new cooktop at a dealer price.
The end result was them offering us $404.00 to buy us out. This is not what the policy states, this is not what their recorded message states (when you are on hold for a minimum of 20 minutes each time you call). They are a total rip-off, they do not stand behind their word. They will be getting reported to the Attorney Generals office along with the BBB. Their crap has to stop.