Complaint Review: First American Home Buyers Protection Corp (Home Warranty)

We had a leak in our garage coming from our furnace. First "American" sent out L&S Heating and A/C - anytime between 8AM and 5PM ! After I called at 3:30, they showed at 4:45PM ! The tech rushed through as fast as possible, pulled a CORNER of the unit open and said that he GUESSED that the pan had rusted which was causing the leak. He wrote the same on his receipt, and told us we would hear from them, or F.A., within two days. A week later - nothing. We called F.A. who said they were still waiting for the report from L&S. We called L&S and LEFT A MESSAGE ! We called F.A. numerous times over the next few days - each time we were promised a call back, which we never received. (After being on hold forever!) My husband eventually spoke to a "supervisor" who told him L&S were waiting for a part. The same day I spoke to another supervisor who said they were "STILL waiting for the report" !! Eventually, at the end of week two and after BLACK MOLD developing in the drywall around the leak - they said they were sending L&S out again to repair. AGAIN we waited ALL DAY (8 - 5), L&S never showed ! We called F.A. and told them we refused to deal with L&S any further - they authorised us to get our own tech. He came out the NEXT DAY, on time ! He found that the AC wasn't kicking on - so he checked EVERYTHING. He found that the leak was caused by a clogged condensation line, and fixed it. He also found that the furnace was rusting (it's 20 years old, although we have only owned the house for 10 months) - he reported that the compressor is hard to start and almost dead. He found that the furnace is not burning combustable air and that there is a CARBON MONOXIDE leak. He said the unit needs replacing. We called F.A. who said that they needed the tech to call in. He did so - and gave them a report, which he had also written on the receipt. The next day I get a call from F.A. at 7:40 AM - telling me they were sending out a tech for a 'SECOND' opinion, between 8AM - 12 THAT DAY ! TWENTY minutes notice ! I told them I couldn't do it and that I couldn't believe they were sending out a THIRD tech. To which they replied that they were sending out...L&S, AGAIN ! The company who couldn't get the report in after 2 weeks, who couldn't find the problem and who NEVER SHOWED to fix it !! The guy from First American argued with me, telling me that I was delaying the claim by refusing to let L&S come back right then !! He refused to give me his name, and when asked for a supervisor he told me to call "Customer Service" and HUNG UP on me !! I callled and spoke to CHAD - a 'supervisor'. Furious at this point, I wanted his boss. He said there's no-one above him ! I asked for Corporate Office to which he said that they would just send me back to him ! He argued and argued - he said it would not be replaced due to lack of maintenance - it should be serviced once a year. We haven't been in the house a year yet ! He said it wouldn't be covered due to a building fault - or that it was faulty when we moved in...and on and on with bogus reasons. I got online and typed in "report a home warranty co" and the FIRST thing that comes up..."FIRST American" on this site ! 154 complaints ! Incompetent liars - they have NO INTENTION of covering this or any other claim, even after they have been told about the BLACK MOLD blowing through the house and the CARBON MONOXIDE leak. I have been suffering with horrendous allergy like symptoms whilst inside my home - including being unable to breathe. I am ALLERGIC to mold ! WHY has this company not been sued yet ?

Catbox
Murrieta, California
U.S.A.