Complaint Review: first american home warranty - santa rosa california

I put in my claim to First American Home Warranty for my home A/C repair on April 16th, 2021. I am presently now at 60 days without my A/C being fixed. I live in one of the hottest spots in the country South Florida. I have never encountered such poor service in my life with any company. I bought this policy for the peace of mind of knowing that if any of my covered appliances break down, they would be fixed or replaced if can't be repaired. Over the past two months I have spoken to over 20 representatives and none of them can help me.

Can you imagine paying $600 PER YEAR FOR THE PREMIER SERVICE AND NOT GETTING ANYONE TO CALL YOU BACK? They say the part was sent out after the first month only to be lost in transit. Then they said the new replacement part would arrive by May 28th, 2021. No phone call and no part. When I call, I get a new person every time and have to go over it all again. They will listen talk and apologize and then put me on the endless hold in which we get disconnected. I then called the Office of the President and spoke to Laura Yamaguchi, She sent me an email saying the part will be in May 28th and if I had any other questions feel free to call.

The part never came in. Well I put in 3 phone voice mails and 4 emails to her on the same email she sent me. I know she is receiving both the voice and emails. No response! Everybody I speak to put me on hold and never comes back. I realize what the country has been through with Covid and back ordered parts,but that's no excuse not to call you back. They left me in limbo.The communication is zero unless you call them. If they can't get the part within a reasonable amount of time, then they should replace the unit. This is what they boast about in there sales brochure, repair of replace.

How long are you suppose to wait for a part that they can't get? At what point should they say " we can't get the part for you, so as we state, we will replace the unit". It turns out that I have a 3.5 TRANE A/C system that needs a new evaporator coil due to a leak. Well after two months they can't get me the new evaporator. How long am I suppose to go without Air Conditioning in my home with over 90 degree temperatures? They obviously don't care about customer service or fulfilling their obligation to the contract. They offered me $618.11 to buy me out. That would even cover the cost of a new part. Seems to me that since my system is an older R-22 model they would have to replace the outside condenser also to be compatible which would incur more expense to them.

Although, I'm not looking for a new system but if you can't find me the part and I can't mismatch the system with a new 410A, then they need to replace my system with equal valve A/C system.Every day I am on the phone to go through the entire problem again and again. Most of the people are very nice but are from different countries like Guatemala and other countries in South America. Some are extremity hard to understand. They try hard but once they put you on hold it's most likely the call will be terminated after 35 minutes. I have two premiere policies on two houses and cannot believe that right up to the Office of the President, no one will call you back.

I have read all the responses to these other complaints and they have the same answer, sorry for the inconvenience and letting us know about your problem so we can address these in the future.   Whether they apologize or not, I'm still without A/C in my home for over two months! I just want what I paid for! I need to get a call from someone who can handle this problem, not ignore it. I will follow up with any results if I hear and let you know. It's a shame it has come to this. Ms. Yamaguchi from the President's office was well aware of this problem. I am very surprised at her for not getting back to me?. If they don't have a sense of urgency at the top, you'll never see at the lower levels.  I paid for a service. They are ignoring me and not taking care of my problem!!!