I have been dealing with this company for over 1 month and I still do not have working air conditioning in my condo. I live in a loft (heat rises) so on extremely lot days, it is hotter in my home. On 05/28/08, First American had a local heating and cooling company come out to diagnose the problem. I paid the $55 service fee. This tech was horrible. He did not fully check my system, he only looked at the outside part of the system, he did not check the ducts or the half of the system that is in the attic. he also used my home phone because his charger was broken and he could not charge cell over night. He put on the receipt that he was at my home for 2 hours (8am-10am) when he was there for all of 45 minutes. I have a 12 SEER AC unit (13 SEER is current requirement for new units). 12 SEER can be repaired but if a new one is required it would bhave to be 13 SEER).
I moved into this condo in May of 2006 and the AC worked all summer of 2006 without any problems. They came to the conclusion that I needed a new compressor. I went through a heat wave without any AC. Temperatures in VA went over 100 degrees and I was without AC. They scheduled me for repair on 06/25/08 (one month out). I was not told until approx the day before repair that I would have to shell out $300 for a disposal fee. Not once has an outbound call been made to my home by First American. I ALWAYS have to call them. Their customer service is a joke. You hold for 30 minutes all to get a rep that does not know anything.
After paying $300 up front (the repair man would not start until I handed over check), I am back to square one. I am out $300 and my AC is still hot as the desert (actually the desert may be cooler). I called First American and miraculosuly, there are other repair companies to choose from (I was initially told that the original repair company was my only option for my area). So they try to make arrangements with this company and I'm told they will be here this afternoon (06/26/08). So, it has been and hour and the phone rings. It's a repair man from the new company telling me that they are going to have to schedule me for Monday because it is too hot to send thier tech into my attic to check ducts (????). I call First American (holding with them now as I type) and after 3 disconnected calls (they put you on hold and 20 minutes in the call will often drop) a rep is trying to see if another compay can come sooner.
I type all of this to say SAVE YOUR MONEY. It is not worth it. I have been on this since 9AM today and I am getting no where. I have already filed a complaint with the LA BBB (labbb.org) and will be canceling my service with them as soon as I get this resolved. I have had to stay with family, friends, and even at a hotel for the past month. They do not seem to cover anything so what am I sending them my money for if I am going to have to pay anyway? Right now all they are good for is directory assistance and I have the yellow pages for that. I can find a heating and cooling company on my own.
This has truly been a horrible experince. I have read so may horror stories about this company. I just wish I would have saw the stories sooner. Companies should not be able to get away with this sort of thing.
I have literraly been on and off my phone trying to get this issue resolved for 7 hours, started and 9 am and it is now 4PM (still holding).
I encourage anyone that is going through a similar issue to take action. File a complaint. Don't ask to speak to a supervisor beacause it will just be another rep. I was told the "seasoned" reps are the supervisors. It is a joke. Go to labbb.org and report them.