I have a fixed income, so last May I purchased a home warranty to cover for any repair I may had. I purchase the most expensive of their warranty pakages so that I would not have to worry about not enough coverage.
In July I came home from work and I found that I had a leak under the sink and it turned out to be a corroted garbage disposal. I placed a call to FAHW and explain the situation; I also told them that I was expecting my son's and his family from FL the next day and that I was not able to use my kitchen sink. Needless to say, that was enphatic about this being an emergency. They assured me that this call was going to be placed as an emergency and that someone was going to call me that very same night; this never happened.
The next day from work, I placed another call to the company and told them my situatiation and that I had never received a call form anyone. The CSR gave me the phone number for the contractor that allegedly should had called me the night before. I called the plumber and first he told me that he did not have any work other; then he told me that he could only service my area early in the morning. I explained to him that I was at work and would need to make arrangements to be home later that day; he proceeded to tell me that if I could not be at the house within the hour, I had lost the call and that was not able to be service because "I was not available" I told him that had received a call from him the prior night like I was supposed to, I would had been able to make arrangements at work.
He told me that there was nothing he could do and to call back FAHW, which, I did. I explained the situation I had all over again and that I had an emergency being that I could not even use my sink. The CRS told was rude to me and told me "it may be an emergency to you but not to us"; I asked to speak to her Supervisor which gave me the same answer and told me that it was my problem, because "I was not available, therefore could not be serviced" I told them that in that case, I wanted to cancel my policy because I was not going to be sacrificing in paying monthly fees for an insurance that could not service me. I was told that I had to do it in writing.
I will never again pay again for this type of insurance and specially for FAHW; I would never recommend this company to anyone. After my ordeal with them, I found out that my brother and a friend of mine from work, had the similar situations with them, and they too canceled their policy.
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