We have had quite the experience with First Amercian! We have had problems in the past with service, but this is the worst so far. Just for background of the problem, we started having issues with our furnace sometime in the third week of January. We notice that the furnace blower would kick off and on while the flame was on, and that the flame would go out and relight several times in a cycle. This whole process would take 30-40 minutes and then would turn off. Seeing your furnace lit with no blower on seems to me like a concern, especially when the temperatures in the day were in the teens. We called First American to have a service call requested.
The first company they sent out showed up late to begin with. After he did arrive, he spent about 15 minutes looking at the furnace, then comes upstairs and told us that there was a part that needed to be replaced. Funny thing about it was that our private Heating and AC people had just been out about 2 months prior and replaced the exact same part. He argued with us that it could not possibly have been replaced. Funny that we saw both the new and old part when it was replaced by our private people.
We called First Amercian back to request that another service call be placed as the furnace continued its antics. They dispatched the same company. When the company contacted us we were told that "lady, there is nothing wrong with the furnace, and we wont come out and do anything else until it quits." Keeping in mind that it was in the teens, we called First American and requested a new company come out. They put us in for emergency service, and were told that we would have a call from the new people within 24 hours. The call never came. When we called First Amercian back to report this, they found no record of it being an emergency call. We were told that someone would call within 3 hours. We stayed awake until 11 pm (we all get up at 3 ish for work) NO call!
Calling back First American back again, we were told that we could use a private company for the repair, but if the repair was over $125 we would have to get authurization from them first. We placed a service call to our private company and they were out within 2 hours. Amazingly he watched the cycle one time and knew what was wrong. The main board of the furnace was bad. He said it would be $315 to fix the furnace, and called First Amercian to get auth for the repair. He was given a reference number and was told to fax to First Amercian.
We thought everything was cool until a few weeks ago when our service company called us to let us know that they had not been paid, and that they hadn't been able to reach them. We called First American to first be told that our private people were offered $125 and that they refused it. Then the story changed to we had not had it authorized through them first, and that the reference # that we had meant nothing, to being told that they had not recieved an invoice from our service people, and then that we had to make the payment first and then we would only be reimbursed only $125.
Being frustrated, we contacted the BBB. We got a call from First American that they had investigated, and that we would get a check the next week. NO check yet. We called First American to find out where the money was and was told " we don't have any of this on record" After we said that we were contacting the BBB again, they suddenly found the note and were told that we would get our check soon.
Now in the mail today, dated after the call to them, comes a letter that it is being investigated and we will be notified of the outcome. What gives!?!? Meanwhile we have had to pay our private people so we are out the money for the repair.
I am exhausted!
Jeanette
Florissant, Missouri
U.S.A.
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