My story is like many others. Unwilling to address the problem at hand, giving the customer the run around, not following up as they say they will or doing what they claim, then receiving conflicting statements.
I, too, had my AC unit break down in 100 degree weather last week, after it was repaired last month. A technician replaced the fan in July. Nothing else was reported as a problem with the unit. Thursday, August 16, my AC is not working and the temperature inside my house is 91 degrees. I called them and was told a technician would call me in the morning to schedule an appointment.
The technician called at 10:30am, arrived at 2pm on Friday, August 17, only to tell me my charge was off and that my coils were bent. How my coils got bent, he couldn't say. No one else has worked on it except the service technicians sent out by First American. The technician refused to service my unit until he spoke with First American to see whose company, his or the company that came out in July should handle the job. Really makes no sense that he couldn't proceed with work delivery. He told me the unit was old and inferred it needed to be replaced but emphasized that the coils were bent. He said he would file a report before he went to his next call.
To help expedite the process, I called First American 20 minutes after the technician left to follow up on next steps, getting the issue resolved on who would work on my unit... The previous technician's company that serviced my unit in July or this new technician. I'm told the technician hadn't filed his report yet, and no one could get in touch with him, but someone will get back to me. It was becoming clear that they expected me to go all weekend without air in 105 degree weather.
I called back two hours later, only to be told the same thing, then again at 6pm, when I'm told a case specialist will call me that night, and because the tech hadn't filed his report they would dispatch a new technician for Saturday. Of course, nothing happens.
I call Saturday morning, and there's no documentation of me being assigned a case specialist, and I'm told there will not be a technician dispatched until they get the other technician's report. I'm punished for him not doing his job. HOw's that for customer service. Meanwhile, my dog is getting sick from the heat and I have to take her to a doggie day care, which is more money and time out of my pocket.
After about two more 45 minute calls to the company the next day, multiple conversations with various supervisors, I'm still left with nothing. They finally get the technician from Friday on the phone and he reports "lack of service, " which is completely contrary to what he told me on Friday and there was no such reference to this from the technician who serviced my unit 30 days prior.
The "supervisor" who said she would get back to me on Saturday never called back even after I had left her two messages throughout the day. Finally, I had to call a private service on Saturday afternoon. They came out and informed me that my compressor was dead, which is what I suspected all along. They are replacing my unit tonight, but at a premium charge. So this is all to say that buying a home warranty is a complete scam in my opinion and they will do anything to avoid providing a service they are contracted to provide.
I would not do business with them ever. If anyone is putting together a lawsuit surrounding these issues, please contact me as I would be interested in pursuing.
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