I bought a house in 05' that came with First American HBPC for one year. All went well for the first year (new house no worries). The in Feb 06' I was charged twice by the company for the monthly fee, thinking that this shouldn't be a problem I let it go for the moment (bad decision!). In July of 06' I got a call from a CSR stating they have not received my payment for the month. I told her it comes out every month on the 1st but she insisted that no payment was made. So I starte investigating the payment, in the meantime I asked her abouot the over payment in Feb. that they recieved. She told me to fax over my bank statement showing the overpayment. In which I did (note I also made a payment over the phone since I didn't see a payment come out of my account for the month). Since then no response or refund of charges (mind you that this company does not send out billing statements...first sign of trouble).
Now let's fast forward to March of 08, I have since renewed my policy with this company an have yet to hear about the over payment. I contacted them regarding my water heater. Explained to the rep the problem and she stated we will send someone out to you right away. Before the tech got to my house I called the company on the water heater just to see if they had thier own warrenties (they did), I ask the tech about my problem and she stated she can have someone come out and fix it but will cost me like $125 (didn't seem like much). I told her I would call her back. So now her comes the tech, takes a look at the water heater, I explain what has been going on (lack of hot water) and (like the previous rep) stated what the problem was (in AZ we have hard water and sentiments build up which can cause your heater to go bad or act-up) (anyway) BUT he goes on to say that it is going to cost me like $950 because my water heater is one of the worst and they always go bad. He went on to say that when they built my brand new house from the ground up they just threw any heater they could get in because of the demand. Nows this guy sure seemed like he had my best interest at hand and was sure I needed a new water heater. He said." Don't worry If you have a home warranty (which he knew I did) they would pay for it and no cost would apply to me. Little did this guy know I had already contacted the manufacture of my water heater and researched the unit online as well as contacted my local Home Depot to ask the sales persons opinion on the unit (and finally reviewed the price).
SO with this in my head, but the information I was recieving from this tech just didn't add up. I paid my $55 ded. and let him to beleive all was well. I then got a call from First American stating my claim was being denied with a written explination as to why in the mail. When I got the letter it stated the tech reported that the water heater had sentiment build up and it was not covered by my policy. When I called to ask for a verbal explination the rep told me that it states in my policy that "neglectful maintenance" was not covered and the sentiment fell in that within those guidlines. To cut a very long story down to size, I got my water heater fixed by the manufacture at little cost and helpful advise, since I am from CA and never had to deal with or informed of the water conditions, it was all new. To tie both together I recently got a call from First American stating they have not recieved payment for this month. I was sure it was taken from my acct so I pulled my statement (I was right) then I went back 6months and found they had been taking my monthly out before the payment was due. When I called, they argued that they had been taking the payment out that way since I started the policy! I stated that was my point, I have since cancelled my policy with this company and encourage everyone else to do the same. They do not help, nor aid their clients they embezzle monies from them in a form of service in which they never do. I have also noticed that there is no direct address for this company nor away for anyone to reach thier corporate office or perssonnel. Odd that you have to formally withdral from thier clutches and await thier actions thereafter. This is one of those e-commerrence companies that should be investigated for its services.
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