First American Home Buyers Protection Corporation Customer Service Rep said "We go by company policy, NOT the Contract" Van Nuys California

Contacted First American Home Buyers Protection Corp on 8.10.7 at approx 10:30am to file initial claim.
Was told someone would contact me within 24 hours to set appointment. If not, to call the repair company directly, they then provided the company contact information to me.

My wife and I called separate times, the repair company, Austin Air at approx 12pm and received voice mail on both occasions. She and I both left messages to contact us ASAP as our AC was hard down.

By that evening we had not received a call back.
We contracted to have a different repair company come out and repair our unit as it was over 100 degrees in our home. Repairs were made satisfactorily by Scott Bishop Heating and Cooling for $295. The compressor fan motor was replaced.

Thursday 8.30.7 morning at approx 10:00 we received a call from Austin Air wanting to know if we still needed the work done. We told them that we already had it repaired.

Called First American Home Buyers Protection Corp at 10:15 to have claim paid. Spoke with Stephanie and she said that we were suppose to contact the repair company within 24 hours if we did not hear from them. Told her we did. She said to fax in the receipt and they will consider paying it. I told her I need someones firm word that it is going to be paid today. Not a maybe. She again said that we were suppose to call the repair people within 24 hours if we did not hear from them.

Once again I explained to her that we did. She said she would get a supervisor to talk to me regarding paying the claim. Was on hold prior to speaking with her for 12 min.

After this conversation, waiting for a supervisor I was on hold for 49 minutes. Spoke with Olivia and she stated they could not pay the claim as we had an outside contractor do the work. I told her that no one called me back to set an appointment even after I called them twice and left messages both times. She said it is only common sense that I would call them and have them get a different repair company to come out She said that this is an inside policy and not for public notice and NOT in the contract to call back in to the service center. Once again she told me it is common sense not contractual.

She stated the official reason that they will not pay the claim:
1. We got an outside contractor to do the work

My contention is the contract was breached referencing the statement in the contract The services contracted for will be initiated under normal circumstances by the service company within 48 hours after request is made by the holder of the contract was not fulfilled.

Today 7.31.7 the contractor called and said they can make an appointment to fix my AC. THEY JUST GOT THE TICKET FROM First American Home Buyers Protection Corporation. (5 DAYS AFTER WE CALLED First American Home Buyers Protection Corporation)

Fizbin
Driftwood, Texas
U.S.A.