On Sunday, April 29, 2007 a pipe burst in our basement. I originally called several local plumbers, all of whom were able to come out within a few hours, and then remembered that we had a homeowner's warranty that was provided when we bought our house. I called the company (First American Home Buyers Protection Corporation) and was told that we would be placed on emergency status because we had to turn the water off to the whole house, and that someone would be out within eight hours to make the repair.
About one hour later a representative called and gave me the name of the contractor that would be providing the service and stated that the contractor would contact me. After a few hours I still hadn't heard anything, so I called First American and expressed my concern. The representative gave me the name and phone number of the contractor to call them directly. I thought it was odd that the area code for the contractor was in a different area of the state, but I called anyway. The contractor's message asked me to leave a message and stated that someone would call me back within 15 minutes. No one ever called.
After a few more hours, I called First American again. I was again reassured that someone would be out before the end of the day, and the contractor told them they had gotten my message. I waited a few more hours and called the contractor again, and they again did not return my call.
By 11:00 p.m. I was getting very upset. My family had not showered all day, and the next day was a school day. We hadn't even been able to flush our toilets. I called First American again, and was told "Well, we just contacted the contractor and they are too busy and will be out tomorrow morning at 8:15". I told First American this was completely unacceptable, and explained that my family had not had water all day, that we all had to go to work and school the next day, and that had I known of the delay I would've gone ahead and made arrangements for the repair myself.
I continued to make my way up the no-customer service ladder and was told the same thing every time; that First American was not able to get a contractor to come out at this hour and I would have to wait; they also told me that by contract they are not required to provide service within any specific time frame, even though numerous representatives assured me numerous times that my repair would be done within eight hours. I offered to hire a company myself and bill First American for the repair, and they said they wouldn't reimburse me. I told them I would have to go stay at a hotel and bill them for it, and they said they wouldn't pay it. I asked them if there was anything they could do to compensate me for the problem (i.e., waive the service fee, renew the warranty or a portion of it for free, etc.) and they said no. I asked how their company gets away with providing such horrible service and was told "you don't have a choice"!
My husband and I both work. I am a nurse and he is an xray tech, and with staffing shortages in the health care industry it is extremely difficult and disruptive for us to take time off at the last minute. Again, if I had known, I would've had the repair taken care of myself. It's not as though plumbers aren't available 24 hours a day...First American just doesn't want to provide the service they're supposed to provide...and PROMISED to provide. My contract is up for renewal this month, and I can assure you I definitely will NOT be renewing with them!