Complaints for First American Home Buyers Protection Corporation in Santa Rosa, CA

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
5	Agreed to make an adjustment
0	Refusing to make an adjustment
5	Refuse to adjust, relying on terms of agreement
0	Unanswered

10 complaints against First American Home Buyers Protection Corporation

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8/19/2025

RESPONSE: Agreed to make an adjustment Amount in Dispute: Amount Settled: $0.00

Customer Complaint

7/31/2025

I am seeking clarity on why every claim I have submitted to your company has been met with resistance and baseless denials for coverage. Reaching a live person who can adequately understand English, understand my issue and address them is nearly impossible. I demand to know why I do not have full access to review all the claims that have been filed. In April 2024, we filed a claim for our pool heater that wasn't tuning on. Within 10 days, the gas meter was replaced with a larger one, and the heater operated without issue until June 2025 when the most recent claim was filed. The same vendor was assigned to this latest claim. They called to inform our previous claim from 4/29/24 for the heater had been denied and refused to return. I never received a dental from the 04/2024 claim. I clarified that I had already replaced the gas meter and the heater was functioning for over a year since then. The gas company advise the meter size was sufficient based on all gas appliances we have. They offer to install laager as meter at no cost and I provided necessary documentation. Now I am told that the meter did not allow sufficient gas to reach the heater, which cause damage to the heater. I was informed I would have to replace the heater before my coverage could be reinstated. Now the technician came up with two new excuses which are not accurate. It seems again as with our other claims, your company is attempting to evade processing while taking our monthly premiums and our $85 service Resolution Sought I expect a prompt resolution to this matter and to have access restored to all my prior claims.

Company Response

8/7/2025

Hello Nancy, We would like to sincerely apologize for any inconvenience or delays you may have experienced during the handling of your claim. Our records indicate you placed a claim for your pool heater not turning on. First American dispatched Flawless Pool Service to diagnose the issue. Their technician reported that the heater was not receiving sufficient gas to operate properly and advised that the gas meter would need to be upgraded. However, upon being informed that you had recently upgraded the gas meter, First American dispatched Upland Pool Supply to provide a second opinion. Upland Pool Supply diagnosed the issue and successfully repaired the pool heater by replacing the control board. The repair was completed on August 4, 2025. Regarding your concern with the online portal, please note that only service requests from the current and prior contract year are visible. However, we can provide work completed letters for any claims from earlier contract periods upon request. Thank you.

8/4/2025

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $0.00 Amount Settled: $0.00

Customer Complaint

7/11/2025

I am reporting First American Home Warranty as they have been Cruel & inhumane! Please help in this case. Our family has been without air conditioning since June 27th. First American has given me five dates and failed promises to deliver parts and repair. The most recent date is July 23rd. That is a month without air conditioning in the middle of the SUMMER in the south! It's tipping over 90 degrees here daily!! First American offered a measly $150 in compensation. My pleas for an alternate resolution mean nothing to them! Not to mention I've told them I have a family & three pets! They could care less! They've proven it through their actions. Resolution Sought Repair of air conditioning unit. Compensation of expenses to include travel, multiple portable fans , reimbursement of increased utility expenses.

Company Response

7/23/2025

Consumer placed a claim on 6/22/25 regarding their AC, we dispatched an independent contractor, Comfort Specialist LLC, following their diagnosis the tech reported that the blower motor had failed and recommended replacing both the blower motor and wheel. We authorized the recommended repair and placed an order for the necessary parts. When the consumer contacted us for an update, we advised that the parts had been ordered and the ETA was 7/3. On 7/2 we contacted the supplier for an update and were told no ETA available. This info was relayed to the consumer. The supplier later confirmed that the processing order was received on 7/1. We extended an offer of up to $150 to the consumer for the purchase of a portable AC or other form of temporary cooling. We also continued sourcing the required parts through alternate suppliers. The blower motor is covered under the home warranty, but it is classified as a special-ordered part, which can impact delivery time. 7/3 the consumer confirmed the part would be shipping from distribution center. We attempted to contact the consumer on 7/10, but were unsuccessful. A voicemail was left and a follow up email was sent to the address on file stating an ETA of 7/23. We offered a non-negotiable cash payment in lieu of repairs in the amount of $756.14. The consumer later submitted a receipt for $43.75 for the purchase of a fan, we have processed the reimbursement, and ask to allow 7-10 business days for the arrival of check by mail. In response to the request for reimbursement of electric bill, hotel, and travel expenses, per the terms of the home warranty contract coverage does not extend to secondary or consequential damages. As such, we are unable to approve reimbursement for those costs. At this time, we are waiting for the contractor to confirm receipt of the part and consider this claim as pending.

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