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Report: #1491385

Complaint Review: First American Home Warranty - Santa Rosa California

  • Submitted:
  • Updated:
  • Reported By: Tim — Middletown Pa United States
  • First American Home Warranty 1244 Apollo Way Santa Rosa, California United States

First American Home Warranty Is A Total Rip Off !! Be Warned ! DO NOT BUY A WARRANTY FROM THIS COMPANY !! Santa Rosa California

*Consumer Comment: Yeah That's Not Going to Fly

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This is factually correct and very honest review. DO NOT BUY ANYTHING FROM FIRST AMERICAN HOME WARRANTY !!!! PLEASE DO NOT! I wish I could give them no stars. I was very hesitant of buying a home warranty years ago. My friends told me not to. But I just bought this house in 2015 and said, lets take a shot.

Been paying premiums for at least 16 months !!!! Then just last week my fridge stopped cooling and compressor would not kick on. I called FAHW and they sent somebody out within two days. I was very pleased at that point !! Contractor's tech guy came that day and looked at fridge on 1/21, he determined that something like the thermostat or defroster was bad, I cant remember.

I asked him if the part should be under the warranty program and he said that he does this a lot with warranty companies and it would be. Was happy !!! He said he was gonna order the part. A week went by and no call from anyone, not a peep from ANYONE from this company!!!! I finally called FAHW on 1/29/20 and asked for the status.

They said the claim was denied on 1/22, all along I was thinking things were getting taken care of. They said that the pictures that the tech sent them showed some rodent droppings and a "nest", and the tech submitted the report stating that there was a nest in the coils and that caused the damage. Ok, have to admit there were a few droppings on the floor I noticed when we pulled out the fridge and some dog hair on the floor, but a "nest"??, an INFESTATION FAHW said?? And they are saying a nest was in the coils !!! NO there was no such thing !!

I watched the tech take off the back of the fridge and there was NO NEST of anything inside. It was actually pretty clean. What they are looking at was DUST, just DUST on the coils. I asked to speak with a supervisor, after 20 min on hold I just hung up. Next day I attempted again to talk to supervisor and after another 20 min hold I finally was able to talk to one.

I told him my story and that things didn't add up with what FAHW is saying and the Tech said when he was at my house. The tech never said anything about the fridge being damaged by rodents to me. He said it was from a bad part and that's why the compressor wont click on. In fact, when I talked to the supervisor I asked him if he put anything about a nest or anything on the report, he said "no, not exactly".

So I then called the contractor and the manager said that the tech guy that came to my house quit a couple days after he was at my house and she has no copy of the report because the tech submitted it electronically to FAHW and she doesnt have any photos because he took them from his personal phone.

She really didnt know what was going on at that point and dont blame her. Anyway, the supervisor said mistakes happen and he will do whatever it takes to help me and he would be taking over my claim personally and would call me tomorrow. He also wanted me to take photos of the inside of fridge and send them to him, which i did same day.

No Call from him the next day! Huh... I then called the next business day later and talked to a customer service rep and she told me my claim was bumped up to his supervisor. After a few days of calling his supervisor finally called me back and said that she will review everything and give me a decision about my claim. Which she did.... Here is what she wrote to me.....

***I have reviewed the photos and spoke with the contractor. Please note, based on my review your unit is fairly new (2-4 years) which means the failure of this magnitude could not have been caused by normal wear and tear. The contractor reiterated that there was a nest inside your unit that clogged the coil and caused the failures to the unit. The contractor father submitted photos of the units showing the droppings of pests and the clogged coil. Based on the review of all documents I will sustain the decision on the claim. Please be advised, First American only provides coverage for items failing due to normal wear and tear**

1. The contractor could not have reiterated that there was a nest in the fridge because she doesn't have the report and was never there!!!! And the Tech quit a couple days later after seeing me at the house and the contractor has no reference on this claim. So FAHW is lying !! Unreal !!

2. The coil was not clogged with a nest, IT WAS DUST !!!!!!!! Anyone from FAHW can pull out their own fridge right now and they will see DUST ! C'mon ! Thats wear and tear.

All I can say is that this company is doing its best not to pay a claim. They will look at everything and all photos and they will try to find ANY way not to pay a claim. I believe they are totally lying, or just completely incompetent. Either way I do not trust this company and neither should you. I have asked them for the photos and report and not gotten them yet and dont expect I ever will. Also, the customer service is terrible, you will be on hold a long time and god forbid you have to take your claim to the next level !!!!

The fridge is just under 4 years old and cost me $3,000. Not a cheap fridge. Long story short, this is a very bad company. They lie and took me for a ride !!!! I have paid this worthless company around $1,000 + in premiums and got NOTHING from it. I dont have any experience with other home warranty company's but please do not even call these people !!!! TRUST ME !!!! DON'T!!!!!!!!!

I will be cancelling my warranty soon. Seriously, what a shame !! I am going to voice my opinion on other review sites, nobody needs to get taken like this !!!!!!! Please remember, there are probably some good honest reviews about companies but always keep this in mind, big companies pay firms to write fake good reviews about their products and services.

The bad reviews are almost always honest and factual reviews. Just saying. Yes, I am bitter because I am right and they are totally wrong. I will cancel my "so called" service with them in a couple days, I have already called an experienced appliance repair guy to fix my fridge cause my wife is driving me nuts about the fridge and living in coolers. I will be ok, but right now what makes me happy is submitting this same review to a mass amount of websites to get the word out.

I can afford the repair bill, but if this happens to some others they may cant and thats why they buy these warranties, These guys need to be brought down and fast! Seriously, please DO NOT BUY A WARRANTY FROM THIS COMPANY, please trust me, they are a total rip off and thats where i'm going next, the Ripoff Report.com !!!! Be warned and stay away. PLEASE !!!!!!! Thanks for listening.... again, this is an HONEST review and I hope people listen, this is just my opinion with MY experience with them.

Just stay clear from them and you wont have to write reviews like this.

This report was posted on Ripoff Report on 02/06/2020 08:05 PM and is a permanent record located here: https://www.ripoffreport.com/report/first-american-home-warranty/santa-rosa-california-total-1491385. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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#1 Consumer Comment

Yeah That's Not Going to Fly

AUTHOR: Jim - (United States)

POSTED: Friday, February 07, 2020

The reality is that the fridge is usually something a home warranty isnot going to cover.  The best use of a home warranty would be for things like a water heater that goes bad, or a dishwasher that dies soon after you move into the house. 

It might even work for the electrical panel depending upon whether the house is wired to code.  I think your friends are wrong in recommending against a home warranty system because the things I describe do go out when you move into a home.  However, you don't need one of those policies where you pay monthly for the policy.  Those are simply too expensive.

The main problem to your complaint is this:  A refrigerator that dies after 4 years is not because of wear and tear simply because refrigerators last much longer than 4 years.  The warranty company is 100% correct in this regard, and if the warranty only covers appliances that wear out due to wear and tear, then your refrigerator would be excluded.  That's not something you can challenge - the exclusion is obvious.

Now, if there is a significant amount of dust, and it sounds from your complaint that there was, that dust can cover the vents feeding air into the compressor like a blanket.  Compressors need air in order to work properly.  Dust kills compressors and the fridge dies a premature death.  The only way a rodent nest could kill a compressor is (a) if the nest were built directly upon the vents, which is unlikely, or (b) the rats bit into portions of the compressor rendering it useless.

Refrigerators and freezers should not be pushed so far against a wall that it prevents air from circulating.  The units should also be pulled out every so often not only to insure there is no dust, but the floor surrounding the units are cleaned.  Best of luck to you....

Finally, I do not work for the insurance company...just in case that comes up.

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