August 3, 2007

First American Home Buyers Protection Corporation

I have a BA in Business Administration and I am a computer programmer.

I was contacted by Robert Half Finance & Accounting, an employment agency because of my resume posted online and their interest to work with me.
Mr Eddie Blair from Robert Half explained to me this opening in your company:

Job Description:
Home Warranty company located in the San Fernando Valley area is seeking and auditing clerk for their accounts payable department. Duties for this position will include: auditing contractor invoices for compliance, make corrections to invoice errors, and light accounts payable reconciliations. This is a great opportunity for someone looking to get into the accounting department of a large corporation. The company does provide growth opportunities and great benefits. Qualified candidates must have a high school diploma and 2+ years experience working with accounts payables or accounts receivables.

They set up a phone interview with Donna King, supervisor at First American Home Buyers Protection Corp on Tuesday 7/ 23/07 , at 3:00 PM.
The interview went well and the employment agency asked me to go for a personal interview the next day at 7833 Haskell Ave. Van Nuys, CA 91410.
I met Donna King and Geoff Williamson, Manager of Approvals.

Previous to the interview I filled all the paperwork needed to check background, application, references, etc.

Next day, July 25, 2007 the employment agency asked me to go back to First American as Donna King needed for me to fill the paperwork again. I have experience as a manager working for 27 years completing legal forms. I knew that I did it correctly the day before but I went back to your company as asked.
The employment agency told me not to ask for Donna King as she didn't need to talk to me and she was very busy.

I was seating at your company’s lobby completing AGAIN the paperwork, when Donna King walked in front of me and told me “you shouldn’t be here” and walked away. I said “I beg your pardon”. Donna answered: “I am going to the bathroom and I will be back”.
Few minutes later she came back and told me that “they had all the paperwork needed to check my references and background”

I drove 24 miles from my home to your company on 105 degrees heat and Donna King didn't say one single word of apology or explanation.

Then, the employment agency asked me to start on July 31, 2007 at 8:30 am.
Donna King works in the Approvals unit and she was my direct supervisor.

From the beginning, she ignored me totally. She asked me to seat at a station. Didn’t show me how to sign on into the system, how to set up my email, etc.
I got information asking around and from the support clerk Josue Pena.

He told me how to sign into the system and I set up the email by myself. I began to work on Monday July 30, 2007 and only on Wednesday I found out that I needed to sign into the phone to get record of my attendance.

Time card, W2 and W4 legal forms, all information gathered from my co-workers.

I was going to Donna King desk to ask for information and she was dismissing me with “sorry, I am too busy, try to do it for yourself”

Then, and for my request, she sat with me for maybe half an hour and explained to me part of the invoice approval procedures. She will interrupt the talking (because you can’t call that a “training”) for another employees walking by and making casual comme

If I was asking something “she would almost yelled to me telling me STOP!! I am a slow reader and I need to understand the invoice. Then, she will state that she didn't know how to as she didn't have any training either. I couldn’t ask anything because I was shut down.

When I asked her for when I was going to be trained Donna won’t tell me when or why I didn't get any. She stated “ I don't know” “I can’t explain nothing to you because I dont know the answer” AND THIS IS THE SUPERVISOR OF THE UNIT.

This is a very rude person with a very unprofessional attitude, performing very poor as a supervisor and showing that she is very busy when she is not.
I believe that she is overwhelmed by the position and she cannot handle it.

Today, August 3, 2007 I received a call from Mr Blair from the employment agency terminating my employment at First American and asking me to leave the company immediately. And I did as I was asked to.

I was a First American employee NOT THE EMPLOYMENT AGENCY EMPLOYEE AND THE TERMINATION WAS TOTALLY ILLEGAL.

Donna King called the agency and terminated my employment with them when this was totally inappropriate.

When I got to my home, I called First American HR to ask when my paycheck was going to be mailed and the supervisor was in odd for what I was explained to her about my termination. She asked me “who terminated my employment” and I explained that I didn't know.
I didn't do nothing wrong. For the contrary, and per Donna King statements to me and in front of my co-workers, she said “that she was blew away by my performance, knowledge and fast learning”. I worked there for 4 days. I worked very hard, professionally and efficiently without any training I approved more than 100 invoices per day.

I believe that the real reason it was that First American has a temporary employee 22 years old girl without any experience in accounting working for 2 weeks. This temporary employee is from another agency Office Works. She stated her desire to be a full time employee. She told me that her pay is $14.75 per hour.

The support clerk, Donna King and Josue Pena were training the temporary in invoice approvals. He was detailed and this temporary began to do the work.
She was informing me how to do the procedures as I was not having any training.

This morning I asked Donna how come the temporary was getting trained when I was not, AND I WAS TERMINATED BECAUSE OF MY QUESTION!

I would like to have an explanation from First American Home Buyers Protection Corporation for this bizarre situation. I will enforce the highest of my legal rights.

This is the person that approves your services.

Lets send a message that we as consumers are tired of being scammed. I have notice that First American is attempting to hide behind the fact that they have no control over what we are charged by contractors. They do have control, they could impose limits , but they have chosen to let contractors pass on huge non covered fees to consumers. Many corporations have been taken to task for cheating clients( Enron, Worldcom, Adelphia). Anyone interested in starting a class action suit to end the madness contact me at colettemai@hotmail.com We most likely will end up paying lawyers any money, but enough is enough.

We use to do alot of work for First American I will remain anonymous of for what company because I no longer work for either/or but basically First American will not pay plumbers what there worth and want unipricing meaning we get $100-125 dollars for any work done at a home and parts are deducted from that amount so if you have a clogged drain and a garbage disposal needing done $60 for garbage disposal and a couple hours of work so $40-50 is what the company makes and the plumber $10-16 is what the plumber makes for 2-3 hours of work meaning hes making less than minumum wage for 3 years of schooling and 3 years apprenticeship now what plumber in there right mind would do that? NONE thats why they hire these ripoff worthless companies that are not plumbers to do the work or they get a good one and end up either sick of paying more or the plumber realizes its not worth his time now that wraps up the whole situation in a nut shell of why and why it will always be this way as long as they continue with things the way they are, besides nothing is covered anyways hard water is the main reason of almost all plumbing failures which is not covered if you have a water softner then it breaks the water softner is not covered :) so you cant win!
N8

Find out at least two of your local real estate companies. Write a letter to the companies and ask them not to recommend First American to home buyers. Put copies of this letter outside the mail box of any home you see for sale or any home that has recently been sold. If you have a HOA send copies of this letter to them. My letters will state that " This is my personal exp. with this company. Based on my own horrible exp I would recommend that you do not recommend this company" If anyone comes up with a good form letter ,please post it on this site. I am now six days in 100 degree heat without ac, but I will hit them with logic rather than emotion.

As a plumbing contractor we do business with several home warranty companies. Most companies only cover the "builder standard" for their products unless the homeowner upgrades his/her coverage. We do not do heating or air so I cannot answer any questions to that effect. Usually there is a contract with the warranty company stating a set price based on the type of work done, ie, basic toilet install $165 for the contractor parts and labor with some exclusions such as toilet seat and haul away of the toilet.If it is a minor repair, ie. angle stop replaced maybe $80. If the contractor wants to build a good reputation with the customer, they offer reasonable rate for any upgrades or non-covered items comparable to the retail pricing in the area. I think a break down happened when some warranty companies started only offering a $100 flat rate on EVERY plumbing call, not based on the type of work completed, this can create a situation where the contractor is upside down in cost before the van even rolls off the lot.Then you run into problems where only the simple fix gets proper pricing, but the more complicated the problem, the less the plumber will actually be reimbursed for the time and money. The billing has been easier for the warranty company, but the complications from these changes has only increased.

We are a plumbing company which was asked to join and do work for First American. I did not want to sign contacts with them without researching them. What i have found out has been a bit frightful! I contacted our local bbb and they did not have positive things to say,and it seems most customers don't either! We have over 14 years experience and have built our buisness on being fair and honest. I'm very concerned on joining this company! Have you as a contractor had a positive experience?

We had had positive experiences until a warranty company only reimburses a flat fee that isn't based on the type of work performed. Why give away your knowledge and experience for promises of volume that may not materialize and contractually cannot be enforced by the contractor. Remember, you are the contractor, not the warranty company.

ok first of all first american is state regulated,
second of all you cant always get what you want every time
third of all maintance on ac's will prolong the life of
your ac and its not the warranties fault that they fail
they are there to help it get up and running and yes ok
some technichians are not all that good but its not first
americans fault that you get a lemon of a technician they
try to get good honest ones out there to service you it just dont always happen that way now even the ones that dont work for the warranties do the same thing.
there out to make a living if they have to lie to do and
take advantage of people but that is not first americans
fault they hire the owner of the contractors and there
responsible of who they send out. first american dont hire the technicians the owner of that company does and there not just repersent first american there repersent there
own name so there hurting themselves right along with
the warranty companies they work for if the technicians
would do a honest job for themselves and the warranty
companies everyone would be happy so its just as much the
contractors and the technicians fault for bad service as it is the warranty co's so look at like that and tell the
technicians that God know when there honest and when there
not and there not just giving warranty company a bad name there given themselves one too and work and money in there
pocket either way they go but more honest money if there honest to warranty co and the home owners that need there
help .

people that live in your area knows exactly what the summers are like but yet they dont want to prepare themselves for it with a back up of fans,
also a cold wet towel behind the fans do help some try that and they also help circulate the air.
also i know for a fact that f/a offers o/s/r to people to get portable units or fans to help be more bareable till they can get there unit fixed and if they dont offer it ask for it . f/a averages from 3 thousand to 6 thousand calls a day and allot of the employees there dont take there break and have to take shorter lunches to help you
h/o's out because they do care sometimes there is just not
enough time in a day or in a hr to take care of everyone but we try and we are only human just like you are like
you never upset a customer think about that.
you no more better then allot of the employees are at these warranty companies . so when you talk to a rep think of how many times they are cussed at and how rude the home
owners can get then think of if they get rude back its
probably because you got rude with them first we are not god and dont have the power to fix millions of peoples problems
at every whim of every complaint they didn't go to your house and do something to your home to make you call them for service. and it does help if you read all the contract
and sometimes read it more then once the reps dont write the contract that just have to abide by them.they are there to make a living just like you have to make a living at your job and i bet you take crap from customers that you have upset you cant set there and say you havent done something wrong or forgot a customer that you should have called back because you are so busy with your work that you let one slip by. now think of that one as well look at yourself before you go running someone else down your not perfect either.

I just had a horrible one-month-long ordeal with my FA warranty policy. I very strongly discourage anyone from working with this company, which has clearly and systematically delayed and worked to avoid providing benefits for which they received premium payment.

In a routine furnace servicing by a very reputable company, I learned my furnace's secondary heat exchangers had holes, which is a major safety hazard, making their replacement immediately necessary. I called FA. Their contracted technician eventually came. He was not knowledgeable, as later evidence clearly revealed. He did a CO test in open air for a furnace that had not been run in 6 months, observed there were not rusted puddles on the floor, and declared there was no problem. He refused to actually look at the problem exchangers. Who would pay for his time, he asked?

More than a week went by and said technician had not even sent in his report. I complained to FA (via 3 FAXes and many phone calls during this whole ordeal). They offered to send yet another technician, refusing my suggestion that the original company install the part and bill them. The other technician, when I contacted him, he refused to guarantee me that he would even look at the problem (the heat exchangers). Maybe the first company was trying to cheat me, he said (something I heard from FA and its contractors at least 5 times). Then again, "who will pay for all my time to get to the exchangers to look at them. Will you? Having already taken off hours of work, I wasn't about to spend the rest of another month doing the same over and over for no purpose. I got no response when I faxed and called FA subsequently, insisting that they either reimburse for the problem or send someone to examine the problem. I offered to have the part available, their technician could be present, etc. I received no response.

Almost a month had passed and it was growing cold at night. Night after night in the 40s, no furnace, a family, and the masters of delay at FA, who with their contractors refused to even examine my problem.

I finally had reputable company one come out and install a new part. The serviceman insisted that I should call FA and he would talk to them. What a waste of time that was. I must've been on the phone for the better part of an hour, escalating through two supervisors, getting harsher and harsher and more accusatory replies as I went. No one would speak with my serviceman. No one would come and examine my part with the holes that proved my point. I was told the part could've come from anywhere (i.e., I was trying to cheat them). I asked them to call the company and speak to the technician to prove otherwise. No, no, no from FA. There would now be no chance for coverage as I had violated the terms. The terms do not specify that I take off work many times for endless visits by contractors that do not even look at the problem, I said. The 2nd line FA supervisor, who spoke like an attorney and refused to reveal her full name, explained that this was a "continuing problem" and the company had 30 days to resolve it. There was nothing continuing other than their refusal to have someone look at the problem. There was one initial problem that was not addressed. And, the supervisor said, despite serviceman number two's refusal to agree to look at the problem, who is to say what he would or would not have done if I had permitted him to look. ... Again. Please do yourself a favor and avoid FA!

There's more than enough detail in other posts here about how bad it is to try to "work" with them so I spare the details of my ordeal (suffice it to say that the plumber actually damaged my tub more than it was when he arrived and has not been seen since despite many calls to him and to First American), but I did want to add my voice/vote here.

Avoid this company like the plague.

- No matter how patient and clear you are your call is sure to be treated as nothing but a problem to palm off on the lowest rung of the trade ladder.

- If you do get someone to come out, expect some guy in a beat up van, no company name, about as unprofessional as you could imagine.

- Then get ready to hear how it's either not covered or how they push you to "fix" the problem in the cheapest way so they are out the door with the problem not solved and sure to recur a week later.

- First American, and their "contractors" are more or less just a glorified scam. You think you have a "warranty" but all you have is a way to pay more and more to the lowest class of trade people, who have no financial incentive to fix your problem and all incentive to get your check and get out of there.

- And "customer service"? Their training program must be to push off every concern you have, tell you there's "nothing they can do" and, at best, tell you that someone will call you back - which never happens.

- If you are in San Diego and in the unfortunate situation where you are stuck with them and they send out "Almco Plumbing" or "J & M Plumbing" brace yourself for a real nightmare! You will be better off realizing it's going to be a waste of time and money and do like I had to do - get a real professional in to fix the problem - and learn a painful lesson about First American Home Warranty along the way.

First off, if anyone is organizing a class action lawsuit then I want in. 5 weeks and I'm still locked in a heated battle.

I bought a house that came with this warranty, within the first week both the fridge and the oven died. I pulled out the paperwork, double checked that both were covered by the plan and called. That was September 19th. At first I was happy, they promised to send a guy out within two days and he arrived when stated. So on the 21st he told me that he could make the fridge work temporarily while he ordered a part, there was nothing that could be done about the oven to make it work until he ordered the parts. The following week he came back and finished the fridge. He then stared at my oven for a while and said "I don't think we can get a part for that" but said he'd try. It then took over a week of me calling every day, both First AM and the Contractor. No return calls from either. When I would finally get through to someone at First Am they would start out by saying they had no record of a claim, then they would magically find my claim and say that they were waiting on the contractor. I demanded they do something so they sent out a second contractor. These 2 appeared to have been pulled out of a crack house somewhere and I was nervous even letting them in the house with only myself and my 6 year old home. Luckly the Dogs watched them closely. They looked at the stove and again stated that they would need to order a part. It has now been 2 more weeks. I cannot get a phone call returned from First American, the contractor, when called directly, states that the oven is unrepairable. However when I get the useless customer service reps on the phone, and they actually can find my claim, then they state that they are waiting on the tech. 5 weeks now and my oven STILL does not work.

Sure, I have a story. A month into this claim and no oven repair. 1st Tech said, Parts no longer available, need to replace unit." They sent for a second opinion. Second tech said no parts available, but he could retrofit from other ovens. Next day, claim denied due to pre-existing problem. I sent them a copy of the home inspection that stated that the oven worked. I called first tech., he said oven could break at any time, through normal use. First tech offered to have First Am. call him to confirm. First Am. said, denied, denied, denied. I have phone calls recorded, kinda funny when you listen and hear conflicting information from the representatives. If I get emails, I will post it on the net as a podcast or youtube for you listening pleasure.
I got an attorney and also made a complaint with BBB as described below, currently the tech is waiting for parts First American promised to send him that Hotpint/GE said, do not exist anymore.

First though and important NOTE!! First American Home Buyers Protection Corporation is not an insurance company.

They are NOT REGULATED!
They sell a warranty. You can sell a warranty too! No insurance license needed.
This means that your state's insurance division is powerless. Call them, they will tell you.

Your State's Department of Justice has a little bite but mostly they can gnaw, but have no bite.

Better Business Bureau. This will help to some degree. If you make a proper complaint, a First American representative will contact you.
IMPORTANT: You must make a complaint with the BBB in their home town. Here is a link for Better Business Bureau that they belong to: http://www.labbb.org

First American Home Buyers Protection
P.O. Box 10180
Van Nuys, CA 91410-1980
Contact: Kristin Flach
Phone: (800) 553-6699


P.S. There are 1019 complaints in the last 36 months. Thats over 306 a year, Better Business Bureau complaints. How many people have time for this?? Most will just replace or pay Sears to fix it out of their own pocket.

We bought a house and filed a claim in August 2007 but as of October 25 2007 we have not gotten satisfaction. They employ only bottom feeders, they are not cost efficient, and they are worse than any HMO. Do not walk, RUN away from this company!

There are sooo many complaints on here. Can we start a group letter t the the Better Business Bureau? I think we can only complain about UNFAIR BUSINESS PRACTICES...

Here's my story:

My water heater broke on Saturday and was leaking all over. First this is the background information: I have a finished basement, an AC/HEATER unit directly next to the Water Heater, a newborn in the home, as well as I had recent surgery.

One rep told me that the contractor would call me and had until the end of the day

I called the contractor 5 times and he never responded back.

Another rep told me the contractor had until Tuesday to call me..I asked what should I do about HOT water..she told me I could boil water to take baths…
I explained the water was going to start pouring into the other room and that I had the AC unit next to it. I was told that THEY would NOT cover secondary damage. I told them to hurry and get someone out to fix it.

After a several phone calls to @#$ PLUMBING..I called back again…another rep stated they would try to find anther contractor and would call me back.

I waited a little longer as water continued to leak..I called back again..and found out that suddenly I was a plumber..I was told to try and turn the water off. I hung up the phone..and did so..well seeing there were more than one knob..who knows what I was doing..the water still leaked out…

I called back again..and once again the reps are trained plumbers and so am I. I was told to now try and drain the unit..and to get a hose and hook it up to it..I actually did attempt that but realized the window was over 6 feet ABOVE the unit….and THAT would cleary not work…for gravity reasons…

I called a friend of the family who told me that the gas needs to be shut off or that it was a fire hazard.the reps forgot to tell me this important information..my house could have blown up….I called First American again and told them the water was still leaking..and that I was told the gas could cause fire..I once again became a PLUMBER..I was told to turn off the gas valve. I did so and called back and told the supervisor that the knob was broken..I was sooo worried that gas was maybe leaking..his reply was “WELL DO YOU SMELL GAS?” I replied no but that I had recent sinus issues and could not smell anything.. He replied “WELL IF YOU DON’T SMELL ANYTHING IT’S PROBABLY NOT LEAKING GAS”..I guess suddenly he became an expert in GAS/ENERGY. I told him that PROBABLY was NOT good enough..I have a newborn in the house…He told me to call my local GAS company..I asked him what would happened if the water leaked into my AC/Heating unit..and he told me THEY would NOT cover it and that it was my responsibility to prevent secondary damage. I asked what happened to the 2nd contractor that was supposedly being contacted and he said NO ONE ELSE WOULD BE CALLED..that the only contact was $$% PLUMBING…and that he was CLOSED on the WEEKENDS..I asked
SEE NEXT POST

Post: 157645
my story continued
..I asked “why would you give me a contractor who is closed..this is clearly not a typical issue that could wait..especially with the continuously leaking water..a possible gas valve that may or may NOT be turned off..and the fact that I needed use of HOT water for a zillions reasons..1st because of a recent surgery..I could not take baths..and pouring water down my back was not a solution..2nd..I needed to have sterile bottles for my baby..and could not use the dishwasher…Finally the supervisor said he had AND EMERGENCY NUMBER FOR @@# PLUMBING AND WOULD CALL HIM…(hmm..very interesting since originally he told me that he was closed)..well the Supervisor stated that THE CONTRACTOR DID NOT ANSWER. In the meantime..water is continuously pouring out.. then the supervisor told me that the contractor had until TUESDAY to initiate service and I asked how long I would take to order a new water heater and was told it could take7-10 days after it was approved..I replied YOU MEAN I COULD BE WITHOUT HOT WATER FOR 2 WEEKS…and he replied yes mamm… I said is this what you call customer service..This is horrible business practice…I asked how I would be responsible for secondary damages since FIRST AMERICAN should be fixing the original problem..he said “YOU ARE RESPONSIBLE TO DO WHATEVER IT TAKES TO PREVENT SECONDARY DAMAGE” in the meantime as I am I busy cleaning up water to prevent secondary damage…my only solution to avoid anymore damage was the following: I had a retired plumber from the neighborhood look at the unit..he said it needed to be replaced as well as the gas valve…I had a friend’s brother( who has been in the plumbing industry for over 10 yrs) come look at it..he also said the unit needed to be replaced as well as the gas valve…he also mentioned that the plumber he works for used to be a contractor for your company and explained how many claims they deny.. Finally I went to LOWES and bought the cheapest Water Heater and had my friend’s brother install it for $300. He gave me a break since he knows me..however..he had to travel an hour to get here..Another store said they would charge $400 just to come out and look at the unit…plus labor and the cost of a new unit..I called a 2nd plumber who said it would cost $1,000 to come out and replace the unit. The reps should not be telling customers how to operate a water heater and drain it and turn off gas valves etc.. unless they are certified plumbers..that is a liability. They should also have a PLUMBER on CALL 24 hrs 7 Days a week..to at least go to a customer’s home and take care of things temporarily…or to answer questions..I mean what would happen if my friend did not tell me to shut off the gas valve? A fire may have started..how can a customer service rep have the expertise let alone liability to tell me how to fix something??

I sent this letter to the local area manager of First American. I am being reimbursed the cost of the new water heater..but NOT the $300 I paid for Labor.

We bought our house 3 months ago. Our realtor recommended First American.

First issue: A/C went out in August -- we live in Houston -- it was miserable. I called. Was on hold for 90 minutes -- yes, 90 minutes. They told me it would take 24 hours. Waited -- 25 hours later I'm on the phone with them. Again, waited, and waited and waited. They said they would dispatch another vendor and gave me that vendors phone number. I called that vendor immediately since most A/C contractors in Houston offer 24 hour service. This one told me they would call me back in the morning. I said OK. Picked up the yellow pages and called another vendor -- he was there in 30 minutes. I paid out of pocket. Also established a great relationship with a good vendor. He told me that they refused to contract with home warranty folks because the contracts tied their hands too much and they couldn't perform the service they really needed to.

Second issue: We have the upgrade to cover the pool/spa. Technician comes out to diagnose the problem. My wife describes the problem to him -- he never even looks at the system -- tells us that the relays need to be replaced. Relays are covered. What he reported to F/A was that the electronic system management unit was not functioning. Claim denied due to policy exclusions. Tech got the $60, we got nothing. Not worth fighting now, I called the equipment manufacturer and he told me how to fix the issue -- nothing to do with relays. Not worth my time to fight.

My solution: I'm cancelling the policy and getting my pro-rated dollars back. Best part is, the seller paid for it, so it's free $ for me. I'll use it in case something bad does go wrong. A home warranty is not a substitue for a contingency fund.