First American Home Buyers Protection Corporation complaints

(First American)'s records indicate that on June 12, 2024, Mr. Calderon placed a claim for their air conditioner not working properly. First American dispatched independent contractor All American Heating and Cooling LLC who scheduled an appointment with Mr. Calderon for June 14, 2024, to diagnose the failure. On June 14, 2024, First American authorized the consumer $150.00 towards the purchase of either a portable air conditioner or evaporative cooler in the interim while completing diagnosis. On this same day, through June 19, 2024, First American contacted All American Heating and Cooling LLC and requested they provide their report. This same day, All American Heating and Cooling LLC contacted First American and informed that they would need to schedule another service appointment with Mr. Calderon for June 20, 2024, between the hours of 9am and 4pm to re-diagnose the failure. As such, First American contacted the consumer and provided this information. On June 22, 2024, All American Heating and Cooling LLC reported the condenser coil was leaking and unrepairable. Additionally, All American Heating and Cooling LLC reported the evaporative coil leaking and was unrepairable. All American Heating and Cooling LLC recommended replacement of both the evaporative coil and condenser. First American authorized the replacement. Please be advised, when replacements of such item/s are needed, modifications are needed and are not covered by the home warranty contract. All American Heating and Cooling LLC quoted costs to modify existing equipment which is not covered by the warranty contract. First American awaited All American Heating and Cooling LLC to receive the required equipment from the supplier. Additionally, All American Heating and Cooling LLC contacted First American and informed that the initial noncovered cost amount was not processed correctly and provided an amount representing the modifications that would be required for the evaporative coil. First American awaited Mr. Calderon's decision to proceed. This same day, Mr. Calderon accepted the replacements with noncovered costs. As such, All American Heating and Cooling LLC scheduled an appointment with Mr. Calderon for July 16, 2024, to perform the installation. On July 16, 2024, Mr. Calderon contacted First American and informed that All American Heating and Cooling LLC did not arrive at their scheduled service appointment and requested that the work order with All American Heating and Cooling LLC be cancelled. Additionally, Mr. Calderon requested information regarding the cash payment option. On July 19, 2024, First American contacted Mr. Calderon and provided the option to accept a cash payment in lieu of the replacement evaporative coil and condenser for a total amount of $ 1,780.62. The amount includes the evaporative coil, condenser, labor to install and any applicable sales tax. The cash payment is based on First American's negotiated rates with its suppliers and are non-negotiable, which may be less than retail as indicated in their warranty contract, Limits of Liability Number Sixteen. On this same day, Mr. Calderon accepted the cash payment in lieu of the replacement evaporative coil and condenser. First American considers this claim closed.

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Company states; In your correspondence, Ms. Sinohui (the consumer) is requesting First American assist with charges in her account when the contract was cancelled. First American records indicate the consumer's home warranty contract took effect on June 4, 2023. The consumer placed a claim on November 2, 2023, for the clothes washer not working properly. First American dispatched independent contractor, GS Appliance Inc. (GS Appliance), who reported to find the drum support, drum bearing, washer spin basket assembly, and washer outer rear tub were damaged and that all parts would need to be replaced. GS Appliance confirmed that this failure was a result of misuse of the clothes washer unit; as such, the recommended repair would not be covered by the consumer's home warranty contract. Please be advised that per the home warranty contract, misuse is not covered. The consumer may refer to their home warranty contract, Limits of Liability, Number Two, which states: "Repairs or replacements required as a result of missing parts, fire, flood, smoke, lightning, freeze, earthquake, theft, storms, accidents, mud, war, riots, vandalism, acts of God, damage from pests, lack of capacity or misuse are not covered by this Contract. "On November 14, 2023, First American advised the consumer of the denial of their claim and the recommendation that the clothes dryer vent be cleaned. At this time, the consumer advised that they would provide proof the clothes dryer vent had been cleaned and also requested a second opinion contractor be dispatched to dispute the denial of the clothes washer. First American honored the consumer's request and dispatched independent contractor, Black Diamond Appliance Services LLC. On December 12, 2023, the consumer contacted First American to advise that Ukon Appliance had attended the service appointment, however, only one technician was present. At this time, the consumer advised that they wished to cancel the claim and proceed outside of the home warranty contract. First American reiterated that the clothes washer portion of the claim was currently denied and that use of a contractor outside of the home warranty contract was not covered. On December 28, 2023, the consumer contacted First American to confirm that they had replaced the unit outside of the home warranty contract at this time. On January 10, 2024, the consumer contacted First American to advise that they were open to the possibility of further resolution of their claim. On January 24, 2024, the consumer confirmed to First American that they wished to proceed with the cancellation of their home warranty contract. First American honored the consumer's request and cancelled the home warranty contract with an effective date of January 17, 2024. Please be advised, no refund was due to the consumer. The cancellation of the home warranty contract information can be found below: Cancellation Date 01/17/2024 Days in Force 227 Cost Per Day $2.20 Total Premium Paid $536.00 Cost to Date - $500.02 Admin Fees - $50.00 Claims Cost - $573.40 Refund Due $0.00 Since no refund is due to the consumer for the cancellation of their home warranty contract, First American considers this matter closed.

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Pursuant to the correspondence sent February 7, 2024, on January 17, 2024, the consumer contacted First American and advised that they wished to proceed with the cancellation of their home warranty contract. First American honored the consumer's request and cancelled the home warranty contract with an effective date of January 17, 2024. As previously mentioned, no refund was due to the consumer.On February 13, 2024, First American authorized reimbursement of the $85.00 service call fee for the clothes washer claims as a goodwill gesture. First American asks consumer to please allow 7-10 business days for processing of this reimbursement back to the original method of payment. First American considers this matter closed. Since no refund is due to the consumer for the cancellation of their home warranty contract, First American considers this matter closed.

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