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Report: #1495420

Complaint Review: First American Home Warranty -

  • Submitted:
  • Updated:
  • Reported By: Arthur — PHOENIX AZ United States
  • First American Home Warranty United States

First American Home Warranty UNRESOLVED HVAC ISSUE

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This company is horrible! My pregnant wife, two children and I have been without AC in our home since Mother's Day morning! It took 4 days for a technician to come out and they said they couldn't fix my unit! They were only at my house for 20 minutes maximum. I called the warranty to ask for another technician who could work on our unit and to rush the request. They finally did this, and a new technician came this past Friday. He was much more thorough and advised we needed a full replacement for our AC Unit. He stated he would submit a report within 24 hours.

I called the next day (Sat) to confirm the warranty company received he report. They said they didn't but it wasn't for a full replacement, just a condenser on the inside unit. I explained to the reps that this was not what was found and discussed with their technician. They told me to get in touch with him to clarify. I did and he advised he hadn't sent in his report just yet. I asked the tech to text me when he did. Received a text late Saturday letting me know the report was in. I called warranty company again (Sun) to confirm it was finally in. The rep i spoke to again told me they only had a condenser listed. They advised me to call the technician again! I said No, you guys call while I hold to clear it up right now. So they did...When the rep came back he said they told the technician to submit a corrected report.

I contacted the technician directly to confirm this. He did confirm he had to submit a new report still recommending a full replacement. I called on Monday (Yesterday) and nice rep by the name of Jenny confirmed they had the report recommending a full replacement. I thought finally this is resolved and we can look forward to getting this unit replaced. BUT then today I get an email from the warranty company stating that the review for my repairs still show condenser and may not be covered. Needless to say I was frustrated and furious.

Here i thought we are good to go and apparently we are still in the same d**n boat. I called today (on phone right now) and first rep just goes in circles telling me that's all they have and nothing else. Doesn't offer to investigate any further. Ask for a supervisor and tell them to call technician again. They do and this lady comes back to advise that they don't need to replace the full unit, just the compressor. Despite the technician recommending a full replacement First American Warranty has decided it will only replace the compressor instead. I texted the technician while on the phone with the supervisor and he says again he still believes we need a full replaced unit! So the warranty company is just picking what they want to try and fix the issue besides approving with their technician told them!

This is such BS if I've ever seen or heard before. So now they're only offering a full replacement in the form of a cash payment! Why wasn't this all disclosed on Saturday, Sunday or Monday!?!?!? I have been without AC for 9 days now!!!!!!!!! My pregnant wife and kids have had to go live with her parents while I stay put because I work from home thanks to the pandemic. Way to treat your customers!!!!!!! Stay away from this company!!!! Don't do business with them!!!! Don't waste your time!!!!! Don't let whats happening to me happen to you!!!!! 

This report was posted on Ripoff Report on 05/19/2020 03:56 PM and is a permanent record located here: https://www.ripoffreport.com/report/first-american-home-warranty/unresolved-hvac-issue-1495420. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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