Bottom line: It is one week after our initial call to First American and still we have no water heater installed. We have had to take 2 days off work and spend a weekend in telephone calls bouncing between American Heritage's inept staff and the equally inept staff of the service vendor they selected.
American Heritage, both managers (Donna Steadman) and employees (Hector and Jung) lied to us and did not follow thru on their promises to communicate with local vendors to replace our water heater.
We called on a Saturday and were told the earliest we could be serviced was Wednesday because First American hired a vendor that works our area only every OTHER day. It wasn't until that next friday that the vendor showed up--only to tell us that he needed to get authorization from Ameican Heritage to get our water heater and that the earliest we could expect an install was Sunday.
After several calls, American heritage told us they had authroized the purchase of a water heater (around 3p.m. )with the vendor. In fact, Donna Steadman, American Heritage "manager" called at 6 p.m. to tell us they vendor would be to our house between 8-10 the next morning to install the water heater.
The vendor did not show up. We called the vendor. They had no info about the appointment, nor were they authorized to purchase the water heater. We asked them to look into it. They did and NOW when they called back, they said they were authrozied to get the heater they wanted to give us a Monday appt. We asked what happened to our Sunday slot...the vendor said American Heritage had not got to them in time so we had lost our Sunday slot.
At this point, we were furious. We called American Heritage.
It was still Saturday and American Heritage bounced us between them and the vendor--first claiming they had now power to make the vendor give us an appt (we knew that was wrong because the manager did it before) and then they told us the plan was "not for everyone" meaning we would not get serviced. Finally, in the last the last round of calls, the technician (jung) told us we would have to call the vendor and work with them on the appointment...he said it was "not his problem." Later, we found out from the vendor that Jung ahd called the vendor, without our permission and cancel all authorizations for appt or purcahse of the water heater.
It is now Monday and I have put in two calls to Donna Steadman who has not returned them despite her being reported by her voicemail and her staff as "in".
American Heritage is clearly running a fraudulant consumer business. There was no attempt to service us in a timely fashion. They forced us to do their job--communicate & coordinate with the vendor they selected. American Heritage clearly thinks its OK to ensure customers are NOT serviced by allowing some low-level technician to unauthorized everything with the vendor (essentially cancelled our service appt with out our authorization) WITHOUT INFORMING US!
It is hard to believe that American Heritage President, Parker Kennedy seriously believes he is running a real company when so many of his employees are so seriously inept that they cannot coordinate the installation of a water heater within 1 week's time. Its no wonder Curt Caspen, the company's Sr. VP, is selling tons of stock--he must realize what a sinking ship this business is.
Personally, I'm embarrased to admit I ever was stupid enough to buy their "insurance" I have spent more in time-off and hassle than just coordinating this all myself.
Santa Cruz, California