Complaint Review: First American Home Buyers Protection Corporation

Originally filed this following complaint with the BBB - We initiated a repair ticket on 11/16/14 to fix broken washing machine. In 2 months they have failed to repair our washer.
First American Home Warranty Washer Repair

11/16/14 - Created SR 30433245 for a technician to come evaluate my washing machine. Ticket was assigned to Infinity Appliance.
11/20/14 - Infinity Appliance came out and said the washing machine needed a new pump.
11/25/14 - Infinity Appliance arrive with the pump and it was the wrong one. The technician told me he would pick it up that evening and be back the following day to install it.
11/26/14 - Infinity Appliance did not show and I could not get through to anyone in the office.
12/2/14 - Infinity Appliance came out and installed the correct pump and then the control panel went out.
12/3/14 - Called First American because I was frustrated since my washing machine has been broken for 2 weeks and now I have to wait on another part. I was told that an Account Manager will call me back.
12/5/14 - Account Manager, Diana, left me a message and said that Infinity Appliance had been trying to call me to schedule the technician to install the control panel. I called Infinity and finally spoke to someone and they said they have NOT been calling me in fact they thought my washing machine was fixed. I explained how now we needed to replace the control panel and she was going to call the technician to verify.
12/17/14 - Emailed Infinity to check on the status of my part and they said it will be in Saturday so they will call me sometime next week to schedule the technician to come out and install it.
12/22/14 - Infinity technician was scheduled to install the part but he did not show.
12/22/14 - Called First American and left a message how disappointed I was in the service and that I have had no washer for 4 weeks now.
12/23/14 - Infinity technician arrived with part and installed it. He ran a test load and midway through he left and told me to call him if it stops working and he will come back. 15 minutes later it stopped working. I called the technician and told him I had to leave for an appointment. He said to call him when I get back home and he will come by to look at the washer. I called around 4:00 and he said I will need to call the office and schedule an appointment.

12/23/14 - My husband called First American and spoke to someone about our washing machine and asked how we can get it replaced. He was told they were going to assign another Appliance company to come out and evaluate the washing machine.
12/26/14 - CEM Contractors came over to look at the washing machine and said they will let us know the outcome after they spoke to First American.
12/27/14 - CEM contractors called and said they think the pump and the control panel need to be replaced at the same time. He said I need to go back to Infinity since the pump should be under warranty and have them come out and replace the pump but do not install it.
12/29/14 - Called Infinity and they were closed for the holidays and will open again on 1/5/15.
1/5/15 - Spoke to First American and was told that since we have requested CEM contractors to work on our machine they will have to replace the necessary parts. I debated since I agreed with CEM that the pump should be under warranty. I also informed her that we did not request another company we simply asked how we can get a buyout of the washing machine. I told her that I felt like we are needed to replace 2 new parts and I do not feel confident that the machine will work. We are now going on 5 weeks with no washing machine and I am very upset.
1/5/15 - Received an email from Infinity that they were told by First American that CEM needs to replace the parts.
1/6/15 - Spoke to CEM and the technician was going to call First American because they should be responsible to replace the parts since they are under warranty.
1/12/15 - First American called and stated that Infinity will need to come out and evaluate my washing machine.
1/13/15 - Emailed Infinity to schedule a technician and received no reply.

Sent the president Jeff Powell the following letter with no response +++++++++++++++++++++

Dear Jeff Powell:

Dear Mr. Powell I'm bringing it to your attention the service that I have received from your company. I'm sure under most circumstances your company provides great service however my experience has been quite the opposite. at the time of this letter is been 68 days my washing machine has not been repaired correctly yet. Attached is a log of all the interactions that we could think of as we may have missed a few. The reason that I'm sending you this letter is to bring several points to your attention and that you will consider making some adjustments to improve your services to better suit the customer. Diana, our account manager has been dealing exclusively with my wife has been both ineffective as well as insulting at sometimes. If you Record your customer service calls and have the ability to listen to those calls I encourage you to do so. I think you will find that our behavior did not warrant the condescending attitude my wife received. After a month of frustration I took the liberty to call in and I spoke to a girl named Jennifer. She was very polite and was very helpful. This call took place the week of Christmas. At that time the current repair facility was not responding to us nor were they responding to your company. Jennifer and I agreed that a new company was the best option and that we also could entertain a buyout. The repair company that she recommended came out and did an assessment but we never received any buyout options. Instead Diana scolded my wife claiming that we demanded that a new repair company get involved. I believe the second point I wanted to offer is that somebody in your shop should be monitoring the aging on your open tickets. I spoke to Jennifer at Christmas about this issue I expressed my disappointment in the length of time that it has taken. I also felt that I had a reasonable solution which was that I call another service provider to repair my wash machine and

 have your company refund me for that repair. Put yourself in my shoes for a moment. It had been over four weeks doing the exact same thing. Now the solution that I've been offered is exactly what you were doing before expecting different results. Now I'm at 68 days into it and my washer is still broke. At some point you should have system to escalate these aging open tickets that are not getting resolved to somebody who has the ability and the authority to think outside of protocol and get things handled. Because of the state of my interaction with your company I'm informing you that I want my account canceled. I have also filed a claim with the Better Business Bureau where I see that you are concerned about how you handle these issues and I suspect that these will be resolved reasonably through that channel. I just feel that it's important that from time to time the president of a company should know what's going on at the front lines when there is turmoil. I know you're probably busy however if you wish to discuss this further I'm happy to do so. You can reach me at (phone#)

Got a response from BBB on the 2/2/2015

This response was confusing and completely mis-alligned to the events that took place with 2 different repair companies.

My response to that+++++++++++++++++++++++++++++++++++++

On December 5 we did NOT inform First American that we were experiencing an additional failure with our unit. The washing machine has never completed the cycle ever since any repair attempts have occurred. On December 23rd I spoke with I believe it was Jennifer, at that point we could not get Infinity Appliance to return our calls or emails. Jennifer put me on hold for a half an hour and tried herself to get them on the phone. She recommended calling another contractor to come out and repair our washer.  The second repair company claimed that the logic board in the pump needed to be replaced. Since infinity replaced the pump originally first American wanted them to come back out and replace the pump before the second repair man could replace the logic board. On January 26 we received an email from Bianca Perez to have a technician out there on the 27th. My wife was out of town and I work across town so I recommended that they come out on Friday January 30. Bianca Perez his response was "I will ask Tech tomorrow" I never heard a word from her after that. It has been 78 days since we reported this originally.  It has been 41 days since the 2^nd repair company has been contacted. The last statement on the response from First American is as follows “At this time, First American is awaiting confirmation that the repairs have been completed.”  Someone needs to be “Initiating” or “Coordinating” because all they have been doing is “Awaiting” and it has yielded the exact same results of providing unacceptable and unsatisfactory customer services. This issue would likely have been resolved if they would have authorize the 2^nd repair company to do what the 1^st repair company failed to do.

02/13/2015                WEB      BBB        RECEIVED BUSINESS' REBUTTAL RESPONSE : First American Home Buyers Protection (First American) has been informed by Infinity Appliance that they are having difficulty contacting the customer to schedule an appointment to replace the customer's drain pump. 

                                At this time, First American requests that the customer contact Infinity Appliance directly at (281) 468-2147, so that a senior technician may complete the repairs to the customer's clothes washer.

                                Please be advised, First American considers this claim as pending.

02/17/2015                MS         EMAIL     Send Business' Rebuttal Response to Consumer

02/18/2015                WEB      BBB        CONSUMER REJECTS BUSINESS' FINAL OFFER : (The consumer indicated he/she DID NOT accept the response from the business.)

                                This situation keeps getting more bizarre as time goes on. On February 5th Infinity Appliance Repair came out and assessed the wash machine again.  Then on February 13 we received the following message from Infiniti appliance repair "FA should be calling you soon, we have advised that there is nothing else we can do to this washer, lots of money has been put into the problem doesn't get solved. Sorry we couldn't help you!"  In reviewing the timeline of your response in reference to the interactions we've had with infinity appliance repair, this response from First American makes absolutely no sense. You posted the latest response from First American on 2/13/15 but prior to that on 2/5/15 Infinity Appliance Repair assed the washer, then on same day as you said First American claims that Infinity cannot get a hold of us, when they in fact on that very same day Infinity Appliance sent an e-mail stating that First American would be contacting us because they done with what they needed to do and had reported it back to First American.  This makes no sense at all. Today is day 94 of this issue still not been resolved. We have a call into First American to find out what's going on.  It has been two weeks since infinity repair has been out and looked at our washing machine this last time and yet we have not heard from First American. This has been an indicative of the experience that we've had with them over this issue. As it pertains to the BBB asking the following "Do you accept this business' proposed resolution?" They did not offer a proposed resolution.  They have further illustrated an almost unachievable level of incompetency.  I have proposed a solution that never was responded to at all. No other solution has been offered or provide.  Just that same old inaction. My original "Desired Resolution" offered when I filled this complaint last year was "I want the service canceled. I would like a refund back to the last time we used the service which I believe was in the spring."  So, I do not accept this is it is more of an excuse, not a resolution. 

I do not know how this can get any worse.  The level of incompitency is epic!!!!!