I've been dealing with First Am for 2 years now. I moved into a historic building that uses geothermal a/c units, and mine has had issues since I moved in. First Am has sent numerous incompetent "techinicians" out to "repair" my unit. Each one says the unit has a leak and needs to be replaced, but they refill the coolant, promise to tell First Am to replace it, and then I never hear from them again, and First Am won't return my calls or authorize a replacement.
In May, the unit broke down completely (again). The technician wouldn't return my calls to set up an appointment, and when First Am called him, he said he was too busy! They authorized an outside work order and told me I'd be reimbursed. I got a company out the next day, and they temporarily got the unit going, but said it HAS to be replaced. I faxed the estimate of replacement to First Am (as they told me to do) and got (surprise!) no response.
I have yet to be reimbursed, and the unit has now leaked into three condos below mine and caused thousands of dollars worth of damage, AND I still have no a/c. I finally got in touch with a First Am rep and got her extension to avoid holding for 30 minutes every time I call. She was friendly at first and seemed to be taking care of replacing the unit, although she wouldn't let me use a reputable company, and instead wanted to use the cheapest available.
Although I worried about the First Am techinician not knowing how to deal with geothermal units, I agreed to it so that First Am would cover it. The rep acknowledged that First Am has been "neglectful" and that she had seen her supervisor walking around with my faxes for WEEKS! After we sorted through everything and seemed to be moving towards a solution, albeit not an ideal one, she called to say that it was going to cost more than anticipated and that the technician (althought he's been there before) would need to come out to look at the unit again because "he doesn't know how it's configured".
She said she'd call me back to schedule, and I haven't heard from her in days. She won't answer the phone or return my calls. It's 96 degrees outside, I have no a/c, my cats and I are dying from the heat, and First Am won't even RESPOND to me, much less acutally FIX this problem.
0 comments