Replacement of Upstairs A/C Unit Timeline
UPDATE: As of September 4, 2020, the a/c replacement/repair described below was completed. Hertless Air Conditioning, Heating and Mechanical arrived today at 9:30am and left about 5:30pm after replacing our a/c unit outside and making repairs to the upstairs unit. The two technicians were very nice and considerate and seemed to do a great job. At least we are nice and cool in our upstairs this evening. Thank you Hertless. I am still extremely aggravated that it took 6 weeks and 2 days to get the job done and blame that entirely on First American Home Warranty. The ratings I have given are for FAHW and not Hertless (who deserves 5 stars).
Wednesday, July 22, 2020 - It is hot upstairs (88°) and not going down. Around 9:30pm at night we contacted First American Warranty Company. The automated system assigned Certified Repair Service.
Thursday, July 23, 2020 – After several calls to Certified Repair Service we finally had an appoint for 7/25/20 for a repair person to check out the system.
Friday, July 24, 2020 – Certified Repair Service came at 10am and inspected the outside unit. He said it was too low to charge and that we needed at new unit. He said the job was too big for him and he would call First American and arrange to turn over our claim to a larger company.
Monday, July 28, 2020 – Hertless Air Conditioning, Heating and Mechanical called and made an appoint for Friday, July 31, 2020, between 8am and noon.
Friday, July 31, 2020 – David H came and said there was a leak in the upstairs unit’s coils and in the condenser on the outside unit. He said he would turn it into First American to approve the repair. Also said it would take 2-3 weeks to get anything done.
Friday, August 7, 2020 – Called about status and was told we would have to pay $1,100 for non-covered repairs.
We are very distressed about our air conditioner issue. Ours has been out of service for more than two weeks and we have been dealing with our home warranty service for that long with no promise of repair anytime soon. We called for service on Wed., July 22 (late in the day). After several phone calls back and forth, a repairman came to check it out on Fri., July 24. He decided the unit needed replaced and he said the job was too big for him and that he would ask First American to call someone else to fix it (he took our $100 check and went on his way). On Mon., July 27, Hertless Air Conditioning and Heating called to say they would be here to check it out on Fri., July 31. Mr. David h was here promptly on that day and determined that the unit needed to be replaced and he would report to First American. He did not indicate any modifications or additional work would need to be done. Today (Aug 7, 2020), we called First American because we have had no word on the status of our claim. We have now been 17 days without a/c on the second floor of our house. We were told that First American would have the parts today or tomorrow. However, we are suddenly told there are extra charges ($950 to $1,000) for which we are responsible. Mr. H never mentioned extra charges or that modifications would be necessary. We are disappointed that First American has not been forthcoming with information and that we had to pry the "information" from them. When were they going to tell us about the extra cost? We have a call into Hertless to check on the validity of the extra work and cost. Our understanding is that this is not an uncommon problem when dealing with First American and we are looking for a resolution. We have paid on this insurance policy since 2012 (8 years) and would expect more consideration.
Texted First American:
FAHW: Hi Sharon. Can you please provide the claim number?
Me: We didn't get one.
FAHW: Thank you. We will review the claim and provide a response today.
Thank you.
Fri, Aug 7, 2020 4:34 PM
FAHW: Hi Sharon. Anytime there are non-covered costs requirement, these items and costs can be advised of by the contractor as they are the ones who know what needs to be performed and set the prices. The information is then provided to us to also provide this information. At this time, the non-covered costs are $825.00, which includes: $350.00 duct modifications, $75.00 access, $150 line set flush, $125 condenser pad (code), $75 refrigerant safety caps (code) $150 recover reclaim(covered per the contract), $50.00 condenser rises (code), $75 haul away (covered per the contract), $150.00 condensate and float switch(code), $50.00 secondary drain pan (code), $ 50 torch and fitting modification , $75 haul away (covered per the contract). We have deducted $250.00 from the total costs of code items, along with haul away for a total of $150.00 and $150.00 for the reclaim, which brings the total non-covered costs to $825.00. Please refer to the home warranty contract, under Limits of Liability #6 as modifications are not covered.
Fri, Aug 7, 2020 7:01 PM
Me: Thank you for the clarification of charges. We don't understand why there are so many extra charges. However, seems we are between a rock and a hard place. Can you arrange for the repair to be made as soon as possible? It is very difficult to talk to a live person if we call the phone number. Hertless Air Contioning & Heating was in line to do the repairs. Thank you for your assistance.
Sat., Aug 8, 2020, 7:47 PM
Me: Once again we are waiting for First American to get their act together. They have give us four different prices for extra charges: a. $950 - $1000 b. $825 c. $540 d. $900 They have also given us several versions of what is and isn't covered plus they don't seem to understand the scope of the actual problem. They tell us there are two systems involved while there is only one upstairs system. We have had no word on status since Saturday, August 8, 2020. We would appreciate our air conditioner being fix NOW!
FAHW: Thank you for contacting us. If you need to place a claim, please call us at 800-992-3400 or visit us online at www.firstam.com/warranty. We cannot place claims requested through this site. If you currently have a claim and need assistance with it, please call our Claims Resolutions Department at the number listed above. This page is monitored periodically Mon-Fri from 6 am-5pm pacific.
Me: Tried your web site and that is where you sell a useless product. And above you act as though we don't have an active claim.
Saturday, August 8, 2020 – First American called and indicated additional costs of $540. We told them to go ahead with repairs. Shortly afterwards, First American rep. called again to say she had made a mistake and that costs would be about $950 because they think there are two systems to be repaired. Then we determined they misunderstood the scope of the work and thought that there were two separate systems involved instead of just one. They indicated they would check with Hertless (the contractor) to determine whether there was more than one system. They would advise.
Tuesday, Aug. 11, 2020 – Texted First American and received a reply saying we needed to place a claim.
Tuesday, Aug. 11, 2020 – Called First American once again. Talked to Kristen who stated they have confirmation it was only one system and the non-covered costs would total $225 and also said they were waiting for us to approve those charges. We approved those charges right then and there. She indicated that the equipment was coming and she would inform Hertless.
Friday, Aug. 14, 2020 – Called First American again. We were told that the repair had been approved. He called Hertless and left a message for an update on when they would be making the repair. Didn’t hear back from them.
Monday, Aug. 17, 2020 – Called Hertless and actually got a human. Asked about the status of our a/c repair and was told they were waiting on parts. Interesting that First American told us that the parts were coming “today or tomorrow” on August 7, 2020, and yet, as far as we know, they are not here yet (10 days later).
Wednesday, Sept., 2, 2020 – Hertless called to let us know that they would be out on Friday, September 4, 2020, to repair/replace our second floor air conditioner and that the non-covered charges would be $570. We have been given five different prices for the uncovered fees. Guess it depends on you talk to.
I'll up date this when and if the job gets done.