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Home Warranty reviews in Walnut Creek

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  • American Home Shield has sent technicians to our home since 2016 to repair our oven. We've been visited more than eight times but the issue has never been addressed and they refuse to replace the unit. The issue with the oven is that the door does not close completely, heat leaks and this melts the oven knobs and surrounding guards. Technicians have disassembled, reassembled, replaced multiple parts over time. Some have made it worse, some have made it a little better, but two years later we're stuck with a door that will not close and oven knobs that are melting. AHS's customer service is horrible. They require hours on hold to get to a person. Once you find someone to talk to, it's nothing but run-around and deception. This is the absolute worst customer experience I have encountered in my entire life. Avoid at all costs.
    - Brett H.
  • These HomeGuard guys are awful - don't use them! They make up reasons to deny your claim. In my case, they initially denied my $800 plumbing claim by saying that they don't cover plumbing leaks related to ice maker lines. When I pointed out that this is not what the contract says, they said they don't cover plumbing leaks that are "outside" the house (ie, under the house). When I pointed out that this is not what the contract says, they said they don't cover corrosion. That's not in the contract next they said, they don't cover improperly installed plumbing. Since I used HomeGuard to do the initial home inspection when we bought the house, I suggested they could refund my home inspection fee instead, since they obvious missed the "improperly installed" plumbing issues during their inspection. Predictably, they said, no, our home inspectors aren't licensed, so they can't detect improper plumbing installations. Useless! Whatever you do, avoid Homeguard
    - Diana L.
  • This was a typically terbbile experience with First American.  The only good news was we knew First Am by now and expected the worst (which would be their best).  Both furnaces stopped working.  The first contractor came out and looked at each unit.  The first unit was declared as having a cracked heat exchanger while the 2nd was pronounced "not up to code" and he wouldn't even look at it.  The short story: both would have to be replaced at an insane cost.
    I called for a 2nd opinion and they sent someone else out.  He didn't verify the cracked heat exchanger but did comment there was nothing wrong with the 2nd unit and certainly no reason it couldn't be fixed.  He diagnosed it as some sort of a valve that needed to be replaced.  Meanwhile I asked for a 2nd opinion on the first unit since the 2nd guy (did I lose you yet?) didn't even look at it.  So we had another guy come out and he didn't find anything wrong but he did ask 1 key question: did both units fail at the same time?  Yes. Then he tested the gas pressure and figured out that it was too low- too low means the unit will start up, realize there is insufficient pressure and shut-off for safety reasons.  He checked the other unit- same problem.
    At the 3rd guys reco we called PG&E and then came out and verfied it was a problem with our earthquake valve. That was reset and both furnances magically worked again.  The problem was it took 4 weeks to get to this point.
    But this was par for the course with the company.  On no occasion did First Am send a contractor who nailed the problem on the first try.  It was the same with the electrician (diagnosis: blown fixtures- actual problem: blown light bulb), plumber (diagnosis: cracked pipe: actual: clogged line with some roots).  And on and on.  First Am was a truly a terrible experience except for the pool repair guy who just came, did the job and left. 

    - WILLIAM H.
  • DON'T WASTE YOUR MONEY ON A WARRANTY WITH FIRST AMERICAN HOME WARRANTY COMPANY!!!  After THREE YEARS of trying to get a tankless water heater replaced, First American sent Plumbing Express (a company with an "F" rating on Angie's List).  After agreeing to replacement, the part was "on order" for months.  At one point, First American said I had a choice of cashing out the claim.  I didn't, preferring to have them do the work.  What a mistake.  Months after Plumbing Express replaced the heater, I got a threatening letter from the City about a final inspection Plumbing Express never told me to get.  When the inspector got here, he asked for gas calculations.  I had nothing - and the inspector said "your plumber should have known better".  Plumbing Express didn't even fill out what the manufacturer required on the installation instructions!  Plumbing Express sent someone out, who claims they sent the calculations to the City, but didn't.  After another threatening letter, Plumbing Express finally sent the City a gas calculation. The City then asked me to set up another inspection, but after reviewing the calculations which they finally got, I was informed that I needed a new gas line.  I asked First American to handle it, but after months of "investigation," they claim that it's not covered under my policy.  When I stated that if PE ha told me that I needed a new gas line to the tune of thousands of dollars, I would have cashed out the claim and put in a conventional water heater, their customer service manager said "we can't turn back time."  Yet they won't cover Plumbing Express's negligent installation, nor lack of knowledge of the Code requirements for the unit.  Not even the fact that they didn't adhere to the manufacturer's installation requirements.  So I am going to pay thousands of dollars to fix their negligent contractor's work, while First American relies on a technical exclusion in my policy.  I have filed a complaint with the Better Business Bureau, and am filing a complaint with the Department of Insurance.  All this is taking a massive amount of time, but First American could care less.  They are a disgrace.
    - Shari S.
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