Who is the ceo of first american home warranty

To the CEO of First American Home Warranty;

I am posting this public letter to you because I have yet to receive a satisfactory response, much less an apology, for the absolutely horrible way I’ve been treated over your company’s completely botched attempts to resolve a repair issue at my property in Norfolk, VA.

Since I can get nothing but form letters back from First American and my Better Business Bureau complaint was responded to with half-truths and falsehoods I am posting this online so that current and prospective customers of yours can get a real look at what it means to be a First American customer and exactly the kind of support they can expect when the issue is something more than a minor repair. I am frankly a little astonished and how unabashedly First American just doesn’t care about working for or with its customers.

I was a customer of First American for the past several years with a policy covering a property in Norfolk, VA. I had enjoyed good customer service and a positive experience over this time and as a result was an advocate of home warranties, and First American in particular, to family and friends as they have moved or purchased new homes.

However, when I ran into a serious repair issue my experience with First American turned into the exact opposite of what I had come to expect. All I have asked is that you repair your company’s reputation by making right what your customer service personnel and contractors so spectacularly failed to accomplish.

I am specifically referring to the complete lack of customer service I received when for over a full month (9 September 2011 – 14 October 2011) the home was without heat or air conditioning due to the incompetence of the contracted technicians from Sears as well as the negligence of First American customer service representatives to monitor the claim and respond to my complaints in a satisfactory manner.

The Sears technicians you sent did the bare minimum to attempt to repair the heat pump each time they visited by filling the system with coolant and not checking for leaks, identifying parts to be replaced and then not ordering them, and not properly installing the parts they did replace.

For each of these fruitless repair visits a vacation day was spent to accommodate their schedule and each time they failed to either repair the system or condemn it so that it could be replaced.

A shirt like this is what a First American contractor wore on a service call.

My tenant sent a letter that detailed his full horror story with the Sears contractors First American sent — to include the absolutely inappropriate conduct by one of their repair technicians who wore a shirt with a sexually suggestive statement and proceeded to have an equally inappropriate conversation with my tenant and his wife. First American has not apologized for this behavior, not condemned it, nor indicated they would be address this inappropriate behavior with their contractor. Am I to take it then that First American either condones this kind of behavior or simply doesn’t care? I don’t know since I can’t get a response beyond a form letter from the company! Incompetence and unprofessionalism are a terrible mix, and yet this is who First American chose to send!

It was only after calling a second time to complain about the terrible contractors from Sears that the claim was elevated to a second tier customer service representative. By that time, I had arranged for a technician from the company I retain to maintain the heat pump to evaluate it for repair since First American’s contractors were unable to do so. My technician identified additional issues with the heat pump and components that needed to be replaced and clearly told me that in their opinion it was not economical to fix the unit due to its condition. They estimated an attempted repair would cost around a third of the cost of replacement, with no guarantee of repair or how long it would last. So when I spoke with the Tier 2 Rep I was very clear with what I expected – a new technician from a company other than Sears to immediately go to the property and either repair the unit or condemn it because it had already been several weeks that our tenants were living without heat or central air.

The Tier 2 Rep put in an “emergency” order with Virginia Home Air Conditioning and Appliance. However, despite multiple calls on the “emergency” order they did not call to schedule an appointment until the following Monday (the emergency order was placed on a Friday) and the earliest they could come out to the house was the following Wednesday, five days after the emergency call was placed!

The technician came out to the house and I spoke to him over the phone to give him the history of the unit, and explain to him the situation. According to the tenant and the work order he left behind, the technician gave the system a cursory inspection, identified a valve that he thought needed to be replaced (despite being told of all of the other failing components) and left without any indication of when he might be able to return.

Home » First American Home Warranty customer contacts

First American Home Warranty provides products for home systems and appliances that fail through normal wear and tear.

1244 Apollo WaySanta Rosa, CA 95407

https://homewarranty.firstam.com/