After 6 business days I'm still waiting for a complete, " final approved" cash out offer for my dead 5 ton AC system. I first considered having the work done with their preferred contractor but the contractor sent me an FAHW " approved" contractor list of "excluded" items that totaled $2,725. I priced these items myself and the total cost came to $760.83 so I was apparently overcharged over $1,964. For example, their contractor wanted to charge me $400 for a hurricane strap that cost $6.75. Vibration pads that cost $33 at Home Depot for a 16 pack were billed at $200. They also included items such as an air handler stand ($395 billed, cost $47) that were not needed since reusing one in good condition is code compliant. When I sent this price gouging information to FAHW they completely ignored it they said they cannot control contractors prices. Why is FAHW siding with their contractor and not their customer, especially when they have tremendous business leverage their customer lacks? Doesn't price gouging from a FAHW contractor reflect poorly on FAHW? I attempted to appeal to the contractor but they said "our prices are non negotiable". Now the situation starts to make sense. The Cash Out Department appears to rely on inflated contractor costs on "excluded" items to dramatically reduce their Cash Out offer costs by the same amount since FAHW won't pay the contractor for "excluded" items. Instead the FAHW customer gets stuck with an overpriced "extras" bill they can't negotiate and FAHW won't negotiate on their behalf. In addition, most of these "excluded" items are excluded because they are considered "alterations" or "modifications" to comply with code which is clearly not the case. All of these "extras" items were all present in the current system that was being replaced and are required for continued safe operation (and 'existing' Code Compliance). They were not needed to comply with any "changes" in code that would require the installation of additional items that didn't exist with the replaced system. It's also impossible to talk to the Cash Out Department since they are strictly forbidden to speak to customers. After getting 3 competitive bids it cost me $6,987 to replace my 5 Ton AC system while their " pending final approval" cash out offer was only $3,210.80 (55% less). Hopefully I'll have the opportunity to get them to cover any items that were already present on the replaced system, including all items that were required to comply with existing mechanical codes at the time of the replaced systems original installation. William Stephens, property zip: 33149
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