Having purchased a new home, our real estate agent gifted us with a home warranty from First American Home Warranty. Within a few weeks of moving in, we realized that (a) the furnace, when turned on, smelled strongly of gas and (b) it did not generate any warmth at all. We filed a claim with First American Home Warranty (FAHW) on 10/20 and....nothing happened. Eventually, we reached out to FAHW and asked if they could get moving on our claim, because our house was. COLD. FAHW replied that Eco Systems Heating and Air has tried to reach us. This was a lie. There is no record of missed calls or voice mails or emails from Eco, they just dropped the ball. Fast forward a bit and we get an appointment with a four hour window (8 am to noon). I stay home from work and wait for the technician...and wait...and wait. The guy shows up at 1:57; which, obviously, is nearly two hours past the close of their generous four hour window. Their guy, without a word of apology or explanation, takes a three-to-five minute look at the furnace, says he ordered a part and will have to come back, and asks for $75. Meanwhile, it's well into November and I still have no heat. I wait...and wait...and call the warranty company yet again to ask when Eco might deign to contact me to schedule an appointment. Eco proceeds to give us a day which doesn't work--remember, they can't provide an appointment time (just a broad window of time which apparently is just a suggestion or an ideal...) so we're talking about missing another day of work. We reschedule. Today, we had a 1-5 window. This time, my husband left work at lunchtime. He waited...until 4pm when we got a text that the technician was en route. Hooray! But by 5 pm no one had showed up. Boo! I called Eco to ask...well, to basically ask what the heck is wrong with them and after a few calls was told our technician had a fender bender on the way and would not be coming. He's okay (I asked; I'm very cold and therefore cranky...not a sociopath) which begs the question of why no one knew he'd been in an accident or why no one thought to call us. They have rescheduled for tomorrow.
I think the problem here is that they are really shabby and unskilled at time management and scheduling and communication and customer service; I have no clue as to whether they are good at fixing things. (Digression: I also think this First American Home Warranty may be a scam. I mean, this is clearly not a good business at all and yet this is who they have doing the work for them? I really hope our real estate agent didn't pay a lot for this warranty, and I intend to let him know that he should, in the future, save his money.) Tl/Dr: It has been 46 days and I still have no heat.