America Home Shield Did not honor service contract Memphis Tennessee
I’m writing this because of the difficulty I’m having in contacting American Home Shield and S.A.P Home Repair Services in Houston. American Home Shield contracts with S.A.P to perform repairs on the appliances they are obligated to repair.
Last Sunday, 10/01/2017 our water heater went out and I filed a claim with American Home Shield online. They sent out a technician employed by S.A. P. on Tuesday, 10/03/2017 to assess the problem. The technician determined the water heater needed to be replaced, which he said would be paid for by American Home Shield. However, there would be additional charges of $487 that American Home Shield would not cover. This was for modifications necessary above the installation cost. He also stated American Home Shield would contact me as soon as they were notified of his report, which he led me to believe would be later that day.
When I did not here from American Home Shield, I called S.A. P and I was told American Home Shield had not yet been notified, but someone from S.A. P. would call me back letting me know when contact was made. No one returned the call.
I called S.A. P. again on Wednesday, 10/04/2017 and again was assured someone would call me back, but again none returned the call. I was finally able to reach someone at S.A.P. on Thursday, 10/05/2017 (Courtney) who stated they were on the phone with American Home Shield and American Home Shield was aware of hot water heater status, and American Home Shield would contact me regarding the heater.
American Home Shield did try to call me shortly thereafter, but I was unable to answer the phone at the time. They left a call back number which had no voicemail capability and an automated reply stating that call volume was extremely heavy and wait times were in excess of 30 minutes. I tried their website and there was no means to contact them there either with the exception of a phone number that took me to the same automated reply as the other number.
I tried S.A.P later in the afternoon asking for a better explanation of the modification charges. I went through the same drill of being promised a call back and calling again until finally reaching Courtney. Courtney provided an explanation I was not quite happy with, but she did offer to lower the price. She said she would have to call her boss for authorization, and she would call me back at the end of the day. She never returned the call.
At this point we have been close to a week without the hot water heater and I have no idea when anyone from either company will call me back or how to get in touch with them. Any assistance you can provide would be greatly appreciated.
2 Updates & Rebuttals
Albert
Willis,United States
Update to American Home Shield Hotwayer Heater
#3Author of original report
Wed, November 22, 2017
On 10/18/2018 S.A.P finally showed up with a water heater that would not fit in the space where the old one was removed. They stated they had no water heater available that would fit in the space provided other than an electric water heater, which would require extensive modifications. They suggested we go tankless. We called S.A. P and spoke to Courtney and she verified that S.A.P could not replace the heater. With no other option available, we called an outside plumber and they were able to replace the heater the next day. American Home Shield stated they would send us a check for $492, but so far we have not received it. In addition, $492 does not cover the installation and replacement cost of a like water heart. Over a month and nothing from American Home Shield whatsoever. It is incredible how AHS insists this level of service is acceptable. Three weeks without a hot water heater after which AHS's vendor stated they were incapable of making repairs. Now another month gone by and AHS has still not reimbursed us for anything. We still have not seen the check for $492 they promised to pay in seven to ten days a month ago despite chats with Melinda J and Robert S on November 2nd and 3rd 2017. The amount of $492 is less than half the installation and cost of the water heater (minus any modification charge) AHS is obligated to pay. No contact from anyone at AHS attempting to resolve this.
Update
#3Author of original report
Mon, October 16, 2017
10/16/2017: Going on our third week with no hot water heater. Last week, 10/11/ 2017 I received a call from Courtney at S.A.P that the water heater could be installed on 10/12/2017 between 10:00 and 12:00. We agreed on a price of $425 for the modifications. The following day, 10/12/2017 Courtney called me at 8;30 AM to tell me that American Home Shield had shipped the water heater instead of setting it up for pick up, and she had no idea when it would be delivered however she would call me throughout the day to let me know the status of the delivery. I have not heard from her or anyone else at S.A.P. or American Home Shield since.