American Home Buyers Protection
Cook Top Oven Replacement Delayed Almost Two Months Over Thanksgiving

On October 3rd, I put in a claim for my cook top oven. A Rep from a company called A-1 Appliance called. They told me that they couldn't give me a time, I just had to wait for them. After having to miss a half day of work, A-1 screwed around for 10 minutes and told me that First American would contact me.

After a week I contacted them and they said that a part could be ordered but it would take 10 - 15 days to come in. After much aggravation, I agreed and waited. On November the 2nd, I called First American to question the timeframe and I was told that the part was not ordered until October 25th and would still take 10-15 days longer.

After 2 days of griping on the phone to every one at the company, they agreed to replace my unit with a similar one and this would take a few weeks. ETA was on Nov. 21st. At about 2:00 PM central time I received a call from a rep at First American asking if the unit had been delivered. When I informed her that no one had contacted me, she gave me a number to call for the delivery service.

After 30 minutes and no idea who I was or what it was i was looking for, I was referred back to First American. Another rep informed me that I was given the wrong number and to call another. I called it and after another 30 minutes on hold I was referred back to First American. I was placed with another rep who called the delivery company and told me that it was on the truck to be delivered that afternoon. No call, no show.

I called the same rep back and she was not avail. I called and begged to speak with a manager or a supervisor. I was forward to 3 different voice mails in which I still have not received a phone call back. On Tuesday, November 22nd, I called First American back and expressed my feelings and I was told that the unit was on back order with a delivery date of November 29th. How does it go from on a truck for delivery to back order?

I asked to speak to a supervisor and was told that none were avail. Once again VOICEMAIL. Still no call. Called back and let some rep have it. She said she understood my frustration but they are doing what they could and I was not being patient enough. Patient Enough? I have had to feed my family from a BBQ Grill for almost 2 months, How is that not patient. They also offered me a cash out for the unit what was $291.00. They also offered me up to $75.00 reimbursement for a "Thanksgiving Day Meal" This wouldn't even cover the labor much less a new unit. If they refunded me the price of the policy and the cash out, it still wouldn't be close.

I told them that the only way I would be satisfied was 1) Get the unit to me and installed by Wed, Nov. 23rd, or 2) I would go out, buy a unit, get it installed and they re-emburse me for the cost, They said that wasn't an option. So here I sit at Thanksgiving week, still with no oven, no call back, and Very Very P. Od. I don't think I will re-new my plain with them unless something drastic happens, and I will inform my realtor and other reality execs. I know of there incompetence and lack of time frame and structure.

Thanks for nothing. Looks like our first thanksgiving in our new house will be remembered as sorry because a company can't fix/replace a oven in almost 2 months, or in a "timely manner" as the contract states. Almost like waiting for FEMA. At the rate we are going, it will be Christmas before I get my unit. I did talk to a supposed head supervisor just now, He seemed nice and helpful. He took my info and said he will work on it, We'll see what happens.

Company: American Home Buyers Protection
Country: USA
State: California
City: Van Nuys
Address: Po Box 10180
Phone: 8187815050

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