After a miserable experience with one of FA's "certified" contractors & another in progress, I started doing some searching on the internet & have found a couple of common threads with all of the reports (mine is no exception).
What I have discovered is that while First American claims that (copied from their web-site) "First American is very selective when it comes to choosing contractors to represent them. Before placing a contractor into our network, a thorough screening process must be followed and all requirements filled. Screening a vendor includes state license verification, a better business bureau check, an internet search and detailed reference verification."
I have found that both contractors I have dealt with recently have a BBB rating of UNSATISFACTORY. What's the point of a "thorough screening process" if it doesn't weed out the LOSERS? Both contractors I have dealt with have been un-available when I try to contact them, unflexible when scheduling the service call, & unresponsive to messages left when I called.
The first (plumbing) contractor ALL PRO SERVICES told me they would replace my water heater which First American would cover, but it would cost me $400 in code upgrades to do the installation. I am/was ignorant regarding plumbing, codes, etc & they pretty much had me over a barrel because my water heater was leaking & I didn't have time to do any checking on the contractor. Since First American screens their contractors so well, it shouldn't be an issue, right? WRONG!
Between the evaluation & the scheduled replacement date/time, the leak got much worse & ruined some carpet which I understand is not covered by the warranty. I had to shut off the water to the house completely to make it stop leaking & we had to get a hotel room for the night (still not First American's problem) but the contractor would be here the next afternoon to replace the leaking water heater & life would be good, right? WRONG!
The contractor (that's ALL PRO SERVICES & will also be reported) did not show up as scheduled, nor did they ever call to let us know what the deal was EVER! I was on the phone numerous times with First American trying to get something accomplished. Every time I spoke to someone at First American, I was told they would call me back in 15 minutes, 30 minutes, whatever. First American has yet to call me despite multiple promises to do so. The only time I communicate with First American is when I initiate the call & go through the whole explanation of my situation again, only to be given more lip-service, no action, & no call back.
The next morning, I called the contractor as soon as I woke because we still had no hot water. It was my lucky day (I should have bought a lottery ticket) because someone actually answered. It was the emergency on-call plumber who was aware that we had been stood up & would be out as soon as he could pick up the new water heater.
He did show up later & replaced the water heater including the code upgrades I mentioned earlier. After I paid and inspected the code upgrades that I paid for, I felt like I had been raped.
I paid $95 for installation the metal pan that goes under the water heater. That's a $30 item & $65 to drop it on the floor before setting the water heater in place.
I paid $105 for a leak alarm to be installed. That's a $12 item that was dropped on the floor next to the pan with the sensor flopped over the edge of the pan.
I paid $98 for a $50 permit which they did not obtain before replacing my water heater.
As for the other charges, I can not say whether I was charged fairly because I haven't researched it but I watched the tech sweat some fittings onto the new water heater & I hate doing that so I would gladly pay just about whatever it costs. I can assume that they raped me for that work also based on the other charges however.
I also have a claim for my dishwasher. The first contractor would not even attempt to work with our schedule. The 2nd contractor was a little better but when we called back to schedule the dishwasher to be replaced, there is no answer. This is starting out much like the water heater.
I have complained to First American about their contractors & get what seems to be the same scripted responses from the CSR's that sound good at the time but never results in any action by First American.
Shame on me for not checking out First American more thoroughly before purchasing this warranty. I will not make this mistake again.
Charles
Rowlett, Texas
U.S.A.
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