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Stuck_at_home
April 3, 2009
Home Warranty - Use another company!
Here's the fax I sent to these American Home Warranty jerks at 3:50 ET this afternoon, at the toll-free fax number for their Pasadena sales office (the only fax number that appears in any of their literature):
To whom it may concern:
I write in reference to Claim/Work Order # 6--------, which I filed with First American Home Buyers Protection on Saturday evening, 28th March, at approximately 7 p.m. ET. I had discovered that my 53-gallon hot-water heater was no longer functioning, and that I was unable to re-light its pilot. I was informed that I wouldn’t hear from your company’s contracted tradesman until “Close of Business” on Monday, the 30th.
I subsequently placed a call Sunday afternoon (29th March) to your contracted tradesman, a “Moore’s Plumbing & Heating, ” at (609) 758-9788, in hope of expediting a call back from your contractor. None was forthcoming.
When I hadn’t heard anything from your contractor by mid-afternoon of Monday, 30th March, I again called First American Home Buyers. The young man who took my call said the callback from Moore’s Plumbing & Heating would be coming “in a few minutes” (his words). I asked that they please contact me on my mobile phone, so that I’d have no chance of missing their call.
Moore’s Plumbing & Heating called me back, on my house’s land line, at 7:10 p.m. that day. The caller promised that a repairman named “Charles” would be out to the house, between 1 p.m. and 4 p.m. on Tuesday, 31st March (the following day), to work on our hot-water heater. My wife agreed to take the afternoon off from work in order to be home in time to let the repairman in.
The repairman couldn’t re-light the pilot, either, and told my wife that the problem was either a bad thermocouple or a fouled gas thermostat regulator. He ordered the needed parts, to be delivered by overnight freight, and instructed us to call Moore’s again when they arrived on Wednesday so as to be placed on their Job board again. I made this call at approximately 1:20 Wednesday afternoon after receiving our overnighted replacement parts. I left a Voicemail message at the same “609” number, on the same Voicemail box with the same man’s voice in its greeting, indicating that I wanted to be placed back on the Moore’s Job board. I asked for a return call, and left my mobile number and my home’s land line number.
When I received no call back from Moore’s Plumbing, AGAIN, I called American Home Buyers, AGAIN, on Thursday, 2nd April. This time I spoke with a “Linda, ” who placed me on “hold” and called Moore’s. When she got back on the line with me, Linda said that the man at Moore’s had “been eating lunch” when I called his company the previous day, and hadn’t gotten the call. I was assured that my repairs were “back on” the Moore’s Plumbing “Job board” (a term I gleaned from my conversation with Linda, and am now using in this correspondence with American Home Buyers). I was also told to expect a repair tech between “one p.m. and four p.m.” on Friday, 3rd April.
This has constituted an unconscionable and inexcusable delay in rendering a service that I was assured, upon reviewing your marketing literature in detail and forking over my $510 in Premium, would be simple and timely. As I told “Linda, ” the only reason American Home Buyers hasn’t been contacted by my proxy demanding the immediate refund of my premium is, this dragged-out headache didn’t transpire in December, or January, or February (when outside temperatures in this area of the mid-Atlantic region hover around the 20-degree mark!). However, we are STILL without hot water for dishwashing . . . STILL without hot water for laundry . . . and we are STILL taking cold showers to go to work in the morning . . . FOR NIGH ON A FULL WEEK.
Friday the 3rd is TODAY. And today’s “1:00-400 p.m. ET” arrival window expires in ten (10) minutes.
I’d recommend you have a plumbing/heating repair truck in front of my house immediately. (“Immediately, ” in this situation, means “now.”)
I’d also be interested in hearing just exactly what type of a sucker or a moron you take me for.
. . . . And I signed it. I didn't hear a damn thing. So I called AHBP again(!), and was told that the repairman is "running an hour late . . . . " An hour late?! At 5:40 p.m. on a Friday, he's running "an hour late?!" For what? Happy hour?
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June 2, 2007
Poor service
May 18, 2007 my refrigerator went out. I called First American Home Buyers Corp on May 19 at 7:00 am. They said they would have someone contact me and make arrangements to come out. He was able yo come to my home May 23, 2007. He informed me the compressor was burned up and he said it should be replaced. Instead of replacing it, they wanted a second opinion. After contacting them several times, they said they would have someone else call and come out (they said the first company did not know how to work on a Whirlpool refrigerator). (Not true) I waited until May 25, and called again to let them know no one had called me. So, they said since it was Memorial Day week-end they couldn't get anyone to come out. I had to wait until May 31 to get another company to give the second opinion. They told me the same thing, the compressor was burned up. The repair man told me they would call First American immediately and have them to call me to have it either replaced or repaired. Well, no one called. I called them on June 1st and was told they had not received a report from the last repairman that had come out. I immediately called those people & was told they had already submitted it. I called back (each call I made to them, I was on hold for a min. of 15 minutes each time) and they suddenly found the report. Then she would have to talk to someone else to decide what they wanted to do. After waiting all day with no return call, I called again. She said they would replace it and for me to look on the internet for a certain model number that they wanted to replace it with. I could not find it. I called again... She said she was looking at it on her computer and gave me another model number to look for. Still I could not find it. So I went to Sears (I was told to find it at: www.sears.com) and gave the model number to the salesman there and he looked and could not find it. So I called again from Sears and she swore she was looking at it. Come to find out, she couldn't look at it because it was discontinued months ago and couldn't possibly be there. She then told me she was off the next two days and when she came back in on June 5, she would talk to her manager and he would have to advise her as to what she was to recommend next. Today is June 2, 2007 and I still do not have a refrigerator. I feel sure I don't need to tell you of the inconvenience of not having a refrigerator. I am so mad...
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