Well, where do I start: This originated with repair calls to First Am in February. Two claims for repair were filed at this time: one plumbing and one electrical.
Well with the plumbing claim I went through three plumbing companies before I found ONE that could actually assess and the complete the repair. I have seen the three stooges come through my home. The companies refused to work with me to schedule service as I work during the day. They wanted me to stay home and wait for them to come. One plumbing company's tech lied and said he gave me a 30-minute warning call when he didn't and then HE DIDN'T SHOW UP FOR THE REPAIR APPOINTMENT!!! One company proceeded to diagnosis my problem OVER THE PHONE because they didn't feel that they needed to come out. I can't tell you how exasperated I have gotten with First Am and the companies that they have contracted with here in Houston. However, this story has a happy ending in that finally, in June, the first problem was solved pretty competently I think!
The electrical problem has taken over five months: a ceiling fan which was dying needed to be replaced which still is not completed. I have ordered a replacement fan but the First Am dispatch clerk lied and changed the date of the order to cover her ass when I called to check on the order and possible install of the new fan.
Well, it does not end. A second plumbing issue occurred during this time: a leak from the master bathroom which appeared on the kitchen ceiling. ALARM!!! We called First Am immediately. Of course they are not amused nor do they sense the need for urgency so this of course was spread out over two months of calls and arguments in order to get it handled. I have had referred plumbers come in and give me sad and sorry excuses for why they could not fix the problem Thank God that my persistence was reward when a competent plumber came last week and solved the problem.
This leads to the present problem: a faulty water heater which had the audicity to breakdown on the Fourth of July. We called First Am and a cheery operator said that she would get in touch with a plumbing and see if she could get emergency service for us since it was a holiday. Well, she lied. Not only did she not submit an order for emergency service she did not finish the claim I phoned in. We waited about an hour and then called back to have the operator feign ignorance. My husband got involved and he was placed on hold while the operator phoned the plumbing company. We went all weekend without hot water. Yeah, I could boil some but it misses the point! No emergency service was ordered a operator said because it was not their fault that the problem happened on a holiday. Oh, is that so! I said.
So I called today (June 7) bright and early to see if someone would be calling me since I waited all weekend. I was told by the plumbing company that he was having trouble scheduling me in today because he was booked up and he had two techs call in sick (after a holiday weekend... Need I say more). Well, I told him, this is not my problem. I have gone the entire weekend and we need repairs done (I did it in a nice way). Well, he was not moved. He said he would call me back and schedule me for Tuesday!
So I called First Am and got an operator there. I asked if they could refer the plumbing call to another company, I recommended one that I have had some success with. I was told that she could not do that as the present company should be given time to respond and they hadn't done anything yet! Why wait for them? Aren't you supposed to help the home buyer? Who do you represent: the referring company or the home buyer??? I was miffed.
Well, the minute I said I wanted the name of the president of First Am the tone of the operator changed. Boy, did she become cooperative! She placed me on hold and called the plumbing company to get me immediate service. Then she asked if I was going to send a complaint to the president. I said I was writing as we were speaking. Then she placed me on hold again. (This stuff works!) She said I needed to hang up because the company was calling to schedule for this morning. She asked again if I was writing the company and I said YES! I hung up and the plumbing company called me and said I was on the schedule for this morning. I will return with the next installation of the continuing saga! Boy, this company STINKS!!!
Dana
Houston, Texas
U.S.A.
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