I called First American on 7/5 to file only my 2nd claim in 5 years. My claim was denied on 7/24. Here is my story:
I called for my furnace which was leaking due to the A/C. First American could not find a contractor in my area to come out to diagnose the problem.
I finally started calling around myself to try and find someone because the leak was getting worse. Out of 36 contractors in my area, only 1 agreed to work with First American. I had to convince First American to use this contractor because obviously they could not find anyone and time was running out for me.
After arguing with the customer service dept. Customer resolutions dep, and The touchpoint dept, First American agreed to allow me to use the contractor I found. (at this point, days had gone by and my garage was nearing a flood due to the leaking furnace)
The contractor came out and temporarily fixed the problem, but the leak came back 1 1/2 weeks later. The contractor gave his final diagnostic and says he needed to repipe the furnace otherwise the leak would continue.
Believe it or not, First American denied my claim! Stating that the problem was an installation error. (installation occurred over 17 years ago!) First American says that if it's not a problem due to "normal" wear and tear, then they do not cover it. If normal wear and tear does not occur in 17 years then I don't know when normal wear and tear occurs.
I called First American to try and understand their reasoning behind the denial of the claim and I was disrespected, lied to, belittled and laughed at by a supervisor located in the Touch Point dept. in Texas.
The entire time I tried to communicate with anyone at First American Home Protection, I was thrown "look at your contract" or "did you take a look at your contract" or "your contract says". It appears that First American Home Protection hypes there program to be so wonderful and a must have but when a claim is filed, they find some way in the contract to deny it.
It's no wonder that nearly all of the 36 contractors in my area refused to work with First American Home Protection citing that they do not get paid for the work, or there are more denials resulting in not getting paid.
This is the worst experience I have ever had and this comes from someone who does not take advantage and only calls if it is an emergency.
Regardless of what any employee says to try and combat what I have said, I experienced this horrible service first hand and was dismissed by leads and supervisors at First American which led to this complaint.
Every time I called I got different answers and different attitudes. Customer service is not a priority, and the contract is not as simple as it seems. The hold times are outrageous and the "I don't care attitudes" are alarming. Too bad, Word of mouth is huge!
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