Complaint Review: First American Home Protection Corporation

A/C went out 6/10. Called First American. Tech from Premier Air Conditioning (4111 E Highway 80, Mesquite, TX 75150,(972) 285-8400) came out and tried to fix copressor. A/C went out 6/11. Called First American and Premier. Premier Tech called back on 6/12, stating that external unit needed to be replaced and it would be in and replaced "before the weekend." Weekend came, no call from Premier.

Called Premier, no answer, called First American, they said they would get status and call back. No call back. Called Premier and First American almost daily for the next three weeks. Conflicting stories, lies, rudeness from First American and Premier representatives. On 7/10, called First American, was told that 'part was in' and A/C would be fixed "by the 19th [of July]" FIVE WEEKS after intial call.

Looked up First American website http://www.firstam.com/ and called COO of First American Home Protection. Left voicemail on 7/10. Continued to get run around from First American and Premier. Left second voicemail for COO on 7/12. Received response from "manger" returning call for COO (800-992-3400 x 3221). Repeatedly called "manager". Manager informed us there was 'controversy' around whether we were getting a replacement unit, hence the delay - an entirely new reason for the delay. Persisitent calls to "manager" and Premier ended up with a commitment that A/C unit would be replaced 7/15 between 11am-1pm. Based on their past record, doubtful it will happen.

Contacted my lawyer to file suit against Premier and First American. Filed BBB complaint as well to demostrate we pursued alternate options before filing suit (First American NOT a member). First American engages in deceptive business practices, does not fulfill their commitments and has no respect for the customer. DO NOT BUY A POLICY FROM THEM. CHECK well before selecting any warranty.

M
Dallas, Texas
U.S.A.