Complaint / review text:
Within 3 hours of the First Amercian plumber repairing a leak in a cold water pipe, there was no cold water coming out of the shower in the master bath. This problem did not exist before their plumber fixed the leak. When the same plumber returned 2 days later, he stated that he had most likely dropped solder in the pipe when he repaired it, and now the cold water valve to the shower was clogged. He said not to worry because it was his fault and insurance would cover it. He said he would return in a few days with the new valve.
After one week, I called First American to inquire when he would return to complete the repair. I was told they were waiting for me to give them authorization to cut into the fiberglass tub and shower surround (all one piece) in order to make the repair -
1. This was the first I had heard of this.
2. Cutting into the shower and tub surround would cost ME $235.00
3. I would then have to replace the tub and the shower surround - approximately $1500 - at my cost
I told the representative what the plumber had told us - that he probably dropped solder down the pipe when he repaired the leak. After a long conversation explaining the entire scenario, the FA rep. Said she had to turn this over to claims resolution.
I NEVER received a call back from First American even though I called 5 TIMES in three weeks. Every time I called I had to repeat the entire story. Most of them were sympathetic, most were polite. They ALL told me various people would be contacting me: a supervisor named Brian - never heard from Brian, a claims specialist - never heard from them until 4 weeks later when a voicemail was left stating that they were denying my claim because I "could not prove" their plumber had caused the clogged valve. Someone by the name of Benjamin - very friendly fellow - promised me that someone from "Field Services" would call me to set up an appointment to come out and make a determination about the problem. I am certain that was a ploy to get me off the phone. That never happened either. Even though I told every single person I spoke with that the plumber stated that HE caused the clogged water valve, I learned on the 5th phone call that that was not in the notes in the file.
After one month with not being able to use the shower, I called a local plumber with a good reputation. They replaced the cold water valve WITHOUT having to cut into the fiberglass shower and tub. They found the cold water valve was clogged with SOLDER and debris! My cost to repair: $430
First American's customer service is non-existent! Many of the repair people they send to your house apparently cannot get other work because they are not really very skilled. When the plumber came to our house, he had to use OUR ladder, and OUR bucket! He was very careless and poked holes in the wall while he was repairing the pipe in the ceiling.
The First American so-called Claims Resolution Specialist denied the claim without ever speaking to me, and without getting a second opinion from another plumber.
I am in the process of cancellng the policy and asking for a full refund in addition to the $430 repair bill. Unfortunately the amount of time I spent on hold and talking to their representatives over the course of a month cannot be recouped.
Now I am spending more of my time trying to get my money back.