We purchased a 3 year old home in April, we purchased a home warranty policy from First American Home Buyers Protection. On May 23, our air conditioner (a/c) went out. On May 26th, First American sent 3-Team Mechanical to see what was wrong with the a/c.
During this time period, I have initiated most of the calls to try and find out what was being done. Each time I was given a different answer. On June 7th I called again. I was told by Josie with First American that the report from 3-Team Mechanical was just received that day, and First American was ordering the unit or part priority. 3-Team said they couldn't get the part which when asked, I was told it was an air handler coil and liquid line dryer. My a/c unit is still under manufacturer's warranty, in which case First American pays for labor only. The manufacturer pays for the parts if covered.
I found a Trane authorized mechanic in Denton, had him come out on June 8th. He said he had the parts and could make the necessary repairs the following day. I called First American and asked if they would cover the labor costs, they said no. First American thought the amount ($450.00) was excessive. I asked just how much would they pay of the labor costs and I would pay the rest. First American said they would pay nothing because they had the part ordered already. But they can't tell me when it would be delivered and the aforementioned repairs made.
I then called the same evening and someone said that our parts were being shipped. June 9th am I was told that the parts were not being shipped, that they were still on order. It was also told to us by a customer service person that First American would reimburse us if we purchased a window unit to use in the meantime, however nothing in writing was ever given to us, so we have not taken this option as this is too risky and could be costly.
I have not been given an exact time when my a/c will be repaired or replaced. The temperatures in our area have been in the upper nineties (and now into the 100's this weekend) since this problem with the a/c began. My wife and I have an infant and two small children in our home and I don't believe First American has treated me fairly nor promptly considering the extreme weather conditions.
No phone calls back at all from either company.
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