First American Home Buyers Protection Corporation First American Financial Corporation HOME WARRANTY-BROKEN AC-INFANTS DO NOT EQUAL EMERGENCY EVEN IN HEAT WAVE Van Nuys, CA Nationwide

This review (also currently posted on Yelp) will be updated once my experience in the pending claim is resolved. The claim # is ******481.

6/15/15

We have had this warranty for 3+ years. A/C broke Friday night. House was 85 degrees and I have a 1 year old child. Put in online request for service at 7pm, response said no one could even review my request until likely the end of the next business day (Monday).

After performing the simple checks, an engineer friend found the motor was dead. Called the emergency line at 11pm, foreign answering personnel agreed to escalate call to emergency level/promised a call within 8 hours for a tech to appear on Saturday. No call after 9 hrs. Sat on hold for 20 mins, and the woman that answered denied any record of my emergency call and told me because it was 78 degrees as of 8:30AM, it was not an emergency, since it was not life threatening. Screw my kid and his 80 degree room/crib at bedtime, on a second floor.

I requested a supervisor. After she attempted to reach a tech (10 min hold), I was approved to: Spend up to $200 (out of my pocket) to obtain a diagnosis from a licensed, insured, bonded repairman AND have that repairman call the contractor line, report the issue, and obtain approval to repair.

I managed to get a reputable company to come out (after 7 different companies could not come for at least a week). The company loaned and installed 2 window units. They confirmed the problem. Parts store closed for weekend, they called for parts today at 7:30am, then tried to get approval for work (which I would have to pay first, then warranty co would reimburse me-which usually takes over a month). 1st American "revoked" my outside-service provider approval and said they'd hire someone.

Of course, I had to call them, and wait on hold for 40 minutes, to have someone refuse to tell me the agreed rate offered by their "now available maybe Tuesday, definitely Wednesday" contractor. And no, "Louis" will not be stopping by to help me (woman alone with child while husband is away) remove the borrowed window units and install loaners of his own, but lucky me, I can go spend $150 out of pocket for "relief"! Gee thanks!! And no, I can't apply the relief money, get the rate 1st Am would pay their guy, then me pay the difference to the awesome contractor. This call also went through a supervisor.

Can't wait for Louis to maybe show up this week, and tell me I just need Freon.

First American: I am a lawyer, husband is a realtor. He will stop recommending this product to his buyers. So disappointed and disgusted. PSEG worry free, see you soon.

P.S. I'm on hold as I type. Because the fax # given to me for claim reimbursement (800)770-4457 is a phone number for sales.