We filed our claim on 7/15/06 and as of today, 8/15/06, First American Home Buyers Protection cannot tell us when our A/C unit will be repaired.
They do not deny that the unit is covered but they continually stall us with no action whatsoever to order the parts to fix my A/C. They have now sent out 2 contractors, both of which behaved in a shady manner and do not exude confidence. The contractors make criminal accusations about each other and even run down First American!
I cannot possibly detail here all the phone calls, countless hours on hold, and horrible examples of the poorest customer service. It is clear the systems and processes they have in place are deliberate efforts to frustrate people to the point of seeking repairs elsewhere out of pocket.
ZERO returned calls. No one is assigned to our issue for follow through so each time we call, (after an eternity on hold... Frequently over 30 to 45 minutes) a new claims resolution specialist must start completely over by reading all the notes on file for my account (which takes another eternity) then the response is always the same, "I will speak to a supervisor and resolve this issue at once". I am then placed on hold again while the claims resolution person (read claims avoidance expert) speaks to a supervisor. Then you are told someone will contact you the next day with a resolution. Supervisors are never available to the customer and their voice mailbox is always full.
From 7/15 through 8/14, not a single promised return phone call from First American has been received.
Today, I have been told they plan to order the parts tomorrow and it may be two weeks before they arrive. But get this, they are not even sure if they know which parts to order (how am I supposed to feel confident that the correct parts will show up and be correctly installed?). Of course, they told me on 8/8 that they were ordering parts but nothing happened. They claim they really mean it this time.
Their own stable of contractors tell me that First American is counting on people like me to get frustrated and order the work done on my own and out of my pocket.in fact, one contractor told me the A/C could be fixed within 24 hours if I ordered it directly myself from the contractor. Of course, this action would void my claim and cost me big bucks. Something I hoped to avoid by buying the warranty in the first place.
For you attorneys (and State Attorney Generals) out there, this is truly a juicy class action suit with an enormous complaint base. Any Attorney General who steps up to bring suit against this despicable corporation is guaranteed to be the next Governor of his state.
By the way, it reached 105 in Dallas today.
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