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Isn't it fraud to call it customer service if you make no attempt to actually serve the customer?
How does a company with 475000 customers in 36 states and a slogan of “service, value, integrity” bomb so terribly in providing even the most basic customer service?
Over the course of 2 claims in 5 years, here are their lowlights:
Annual price increase and coverage decrease.
They do not replace quality items with quality items, they leave you hanging until they can find the cheapest possible replacement.
Their field reps (contractors) are unskilled at what they are tasked to do.
They do not return phone calls (On current claim: 5 messages left for 2 people, including a supervisor) - ZERO call backs after 9 days and counting
They do not allow escalation beyond 1st line supervisor. Flatly refusing to transfer me to someone else, anyone else.
When an agent says they will call back with a status (4x and counting) not once has it actually happened.
Something dreadfully wrong is happening at First American. No stranger to customer service, this as a pervasive culture and not a isolated event. They have thousands of complaints to the BBB so there are plenty of other agreeing unhappy customers and former customers too...
Over the course of 2 claims in 5 years, here are their lowlights:
Annual price increase and coverage decrease.
They do not replace quality items with quality items, they leave you hanging until they can find the cheapest possible replacement.
Their field reps (contractors) are unskilled at what they are tasked to do.
They do not return phone calls (On current claim: 5 messages left for 2 people, including a supervisor) - ZERO call backs after 9 days and counting
They do not allow escalation beyond 1st line supervisor. Flatly refusing to transfer me to someone else, anyone else.
When an agent says they will call back with a status (4x and counting) not once has it actually happened.
Something dreadfully wrong is happening at First American. No stranger to customer service, this as a pervasive culture and not a isolated event. They have thousands of complaints to the BBB so there are plenty of other agreeing unhappy customers and former customers too...
I’m infuriated and astonished
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Inappropriate?There should not be any surprise here, this is typical of all home warranty companies. STAY AWAY FROM ALL OF THEM -
Inappropriate?I wish I had known this 4 years.ago. I have been trying for almost 3 weeks to get them to install a furnace. I have a 70 year old mother living with me who has been freezing for these 3 weeks. I cannot get them to call back and if they give me their name and extension number they do not return calls or answer their phones. I have had to sit on hold for almost an hour everytime I call.
