First American Home Buyer Protection Where do I start? AC Repair Nightmare VanNuys California Nationwide

On Thursday 07/30, when my husband and I arrived home from work, we noticed the air conditioner had gone out. I called First American Home Buyer's Protection to get it fixed via our home warranty. After a hold of 45+ minutes, I got a work order, and the name of the company that had been contacted to resolve the problem. The company was Grand Prarie HVAC. We were told someone from that company would contact us in four to eight hours. We found other arrangements for the night and waited for a call. Twelve hours later and we still had not received a call. I called First American again and was told they would attempt to contact the technician. During the initial call, I was given a phone number for this business that was not a working number. (501)454-0542. At 11:00am the tech from Grand Prarie contacted me and let me know he was on the way. He arrived around 2:00, and spent less than 30 minutes at my residence. He informed me he had forced the fan to start with a screwdriver and that we needed to clean it. He took the service fee and left. We went to the store and got the materials needed to clean it, then followed his instructions to ensure it was cleaned properly. It seemed to be working, and we left the house to give it some time to cool down. The home's interior temperature had reached 95 degrees at the hottest point. When we returned, the temperature was back up and the fan was back off. We tried contacting the technician but there was no answer. I submitted an online work request on the same claim through First American. I also attempted to call and re-send the claim again via phone, but was unable to stay on the line after an hour of being on hold. After several attempts to contact First American and the tech, I decided to make arrangements again to sleep somewhere else, and try again in the morning. Saturday 08/01 I began calling the tech and First American again. Neither the work or cell for the tech was working. I got in contact with First American who told me they would get in contact with a tech and would send someone out or have them give me a call by 2:00. 2:00 came and I did not hear anything from anyone. I called First American back and was on hold for another 60+ minutes. This representative told me that they were unable to contact the original technician that worked on my AC and suggested we purchase a window unit in the meantime that we would be reimbursed for (up to $200). We informed them that we would be unable to do this, and asked if we could call a local company and have them bill First American. Upon being put on hold to ask a supervisor, I was disconnected. I called back again and asked to speak directly to a supervisor. This also was the first time I was transferred to someone located in the united states. Zack at extension 2637 again suggested that I purchase a window unit, to which I said we did not want to do so. The call was disconnected again. Meanwhile, my mom was looking for another number for the original tech and did not find him or his company listed as a licensed contractor or HVAC company under the Secretary of State website. I called back and spoke to Dylan (another supervisor) I asked if there was any way someone could fix the air Saturday or Sunday. I asked him if we could call another company in our area and have them bill First American. He told me he wanted to check all of their in-network companies first. After a lengthy hold, Dylan stated he had gotten in contact with Malden Heating and Air in Conway and a technician from there would contact us within the hour. He said we would have to pay a service fee of up to $200 that we would be reimburse but the tech could bill the rest to the warranty company. By 10:30pm (an hour and a half later) no tech had called. We looked up the number and called Malden, and spoke with a technician AND a call dispatcher that both said nobody from First American had called them. The technician (Chad) told us he could come out but would need confirmation of approval from the warranty company. I called First American back to get this or have them call him and they refused, the person I spoke with said there was no one with that authority available. Chad (the technician) called First American himself to ask for approval and was told he could come out but that we would have to pay him for the service call AND for any service he had to perform, which was contradictory to what we were originally told. Chad called and told us this, and told us he would not be able to come out until the morning anyway, so to call him in the morning and let him know. Sunday morning 08/02 we called First American back and inquired about the conflicting stories. We told them that we did not even choose Malden, but Dylan (the FA representative) was the one who brought that up. The person I was speaking with told me she understood how that could be confusing, but that Malden was not one of the companies in their network and therefore, we would be responsible for all costs incurred upfront, and could submit the receipts to be reimbursed, but they would have to approve it. She then told me they could not approve the repairs to be reimbursed until the technician was in our home and knew what was wrong. It was going to cost us $325 to even have him come and diagnose the problem. We told her we could not afford to do that and needed it fixed, and informed her that the first technician that came out may not have even been licensed properly. She told us she could send our case to the dispatch center and have them continue to try and reach one of the companies in their network, and that she had assigned me a claims manager because I have gone through so many issues, but that I could not have the claim manager's name or extension until Monday. My mother in law, who had been helping my husband and I figure all of this out, was very upset that we were basically told there was nothing they could do, and called First American again. She asked to speak to a manager, or someone with the authority to fix it. She spoke with Christin at extension 8578, who sent a work order to an in-network company, requesting service ASAP on Monday morning. Christin also informed us that the representatives must have intentionally misinformed us to get us off the line, because they do not have any companies in their network that are able to come out on the weekend. We should have been told Friday night that nobody could come out until Monday. We also should have had a licensed, bonded contractor come out the first time to fix it.