Complaints

• Initial Complaint

  02/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had a Microwave replaced in June of 2021. In September of 2021 the microwave went out and I placed a service call for the amount of $85.00. I told First American at this time it was just replaced in June by them. I tech come out and told me they had to try an inline fuse. Because of supply chain issues the tech wasn't able to return until February 1 of 2022, the fuse didn't fix the problem and I was told the unit would be replaced. When I didn't hear back from First American I called and was told they needed to send out the Tech again which they did came out on February 15th. As of February 15th First American is saying this is a warranty problem and for me to contact the manufacture which I did. The manufacture told me since I didn't purchase the unit they couldn't honor the microwave warranty and to contact First American because they purchased the microwave, again I did. I was told by First American they would turn it over to the purchasing dept. and call back in 48 hours ( they didn't). Today I called am now being told I need to contact to the person first assigned in first replacing the microwave. But of course I am unable to contact this person. I should have been told 6 months ago this was a warranty problem and should not have had to pay a service call and gotten the help needed to resolve this problem. Now 6 months later I still don't have a working microwave and still waiting on help from First American Home warranty. At this point here I feel they are just passing *** buck.

  

  Business response

  03/16/2022

  Business Response /* (1000, 5, 2022/03/02) */ First American Home Warranty Corporation (First American) would like to apologize for any delays or inconvenience the consumer may have experienced with their new unit. At this time, First American has contacted the manufacturer, GE, to place a warranty service call for their microwave. GE has advised that the consumer will need to contact them directly at ***** ********* to schedule a service call. When the consumer contacts them, they will request the consumer's phone number on file along with the microwave model and serial number of the microwave. Consumer Response /* (3000, 7, 2022/03/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) I've contacted GE about the warranty but I still need proof that I received this microwave from First American. Without this proof they can't honor the warranty. I have asked for this proof without response Business Response /* (4000, 9, 2022/03/08) */ First American has sent the consumer an email providing the proof as needed. Consumer Response /* (4200, 11, 2022/03/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have received the proof BUT I am still waiting for a refund of the $85.00 I paid for a service call since it's being covered under GE warranty. First American should have known it was a warranty issue plus I also told them at the time I scheduled I told them it was just put in September Business Response /* (4000, 13, 2022/03/15) */ First American understands the consumer's concerns and has authorized a refund of the consumer's service call fee. Please allow seven to ten business days for the refund to be credited back to the consumer's credit card on file. Consumer Response /* (2000, 15, 2022/03/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am happy with the refund

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