I purchased a seven year old home and I have been very happy with every part of my home. I upgraded and renewed my home warranty policy with First American in July for approximately $654.00.
My wife and I were married in May and when we returned home from our honeymoon our air conditioning stopped functioning properly. This happened in June and where we live June temperatures average about 90°F. We turned to our home warranty policy serviced by First American. They contacted a poorly rated repairman in our area who didn’t return anyone’s calls for 18 hours (including First American’s Calls). First American refused to call another contractor until the first contractor had 48hrs of response time.
When their contractor, All Pro Air Solutions, arrived he was ill prepared to diagnose the air conditioning components. His gas detector did not work properly and during his diagnosis he suggested a quick fix. The contractor cut and tied off ductwork improperly saying, “that this will improve the performance of your air conditioning”.
I asked the repairman to order the replacement parts and a estimated timeline. According to this repairman First American had to review his report and order the parts from their office. Of course First American gave their contractor another 48 hrs to fill out and turn in his report.
During this time the First American associates relied on sarcasm and liberal contract terms to give my wife and I additional stress. They exercised no sense of urgency and repeatedly sent our requests to managers who were not in the office.
Upon reading more reviews about First American and their contractors we chose to have an inspector and additional air conditioning repairmen come to the house to check the air conditioning system. The inspector could not believe the type of temporary fix that First American’s contractor did to the ductwork. My wife and I chose to have the a/c system replaced and the ductwork repaired.
When the report from All Pro was finally accepted the charges I incurred for the system was over $700 with first American paying less than $300. First American did not offer to pay for the repairs to the ductwork and suggested I file a claim with their contractor. When I asked to cash out the policy they offered $386.00 for the replacement/repair of my a/c. My policy had a “first class” upgrade and that is the amount they felt was fair for the repairs.
I can’t believe this type of scam is acceptable and I hope to warn others away from the treatment my family and I received.
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