Michael M's dashboard

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...