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First American Home Warranty delays leaves Valley families trying to stay cool

Posted at 2:31 PM, Sep 05, 2019
and last updated 2019-09-06 01:36:37-04

PHOENIX — It's the worst scenario. Your air conditioning goes out in the middle of the summer. You think you're covered getting it fixed, but it might not be so simple.

For 47 days this summer, the Beaumont family says they were left with no choice but to bunker down in their basement. Their whole-house unit had broken and the two portable units they purchased where already at max capacity.

"It's been extremely difficult living in our basement with our three kids," said Adriana Beaumont. "The delays go from the wrong part was ordered or a technician forgot to order the part."

The series of events similar to those of Steve Parray who says after 20 days with no AC he was desperate for help.

"We keep getting the run around," said Parray. "I'm at a loss for words because I've spent hours on the phone with these people trying to get them to understand that we can't live like this."

Both of these families had one thing in common, they paid hundreds of dollars for home warranties through the same company, First American.

It's important to note that home warranties vary from company to company, so it's key to look at what is covered and all of the exclusions. With First American, the fine print says the company will determine, at it's sole discretion, what is repaired or replaced; even using a smaller unit if they say the output is the same.

But there is nothing about how long homeowners have to wait for that decision to be made.

The Let Joe Know team reached out to First American Home Warranty, asking, why did it take so long to get working A/C for these families? Why did technicians have to visit a home seven times and why were there part delays in both claims?

The only response from the company:

Out of respect for the privacy of our customers, First American Home Warranty does not comment on the details of customer claims. However, we have reached out to this customer to discuss their concerns and work toward an appropriate resolution.

Nearly two months after their A/C went out, the Beaumont Family got $3,000 - Half of the nearly $6,000 they spent on a new unit.

As for the other family, they got a replacement, but want reimbursement for the portable units that got them through.

Before you buy a home warranty:

  • Check out a company's reputation online.
  • Know what is covered and what's excluded.
  • Not happy? Cancel your warranty in the State of Arizona and get a prorated refund.