American Homeshield Take your High Premiums, and give you Low Service and No Satisfaction! the business that doesnt give a dam tricked and lied to us Carroll Iowa
It has been short of a fiasco to get anything done with these people. I spent a whole week on the phone to all 4 of their Service Centers (CA,IA, TN, TX). With some of the worst Customer Service Reps, I have ever had to deal with. By occupation I am a Customer Service Rep. If I ever treated any of my customers as I was treated, I would have been fired years ago!
They got the info for the problem completely wrong. I had told them that the outside unit fan had quit operating. They wrote it up as "blower quit ". When the tech that arrived to check the problem, he went right inside to look at the furnace, based on what had been told to him.
That was just the start.. I took him outside to the unit. Then I had told the tech, that American Homeshield had been called out before approx. a year to year and half ago and had replaced that same motor on the outside unit. When he checked the motor he found that it was running backwards. He called A/H and they immediately denied our claim, saying "Improper Install". So after the immediate Denial they said it was my fault, and they had no record of anyone being there to replace or work on our unit.. Well that made the tech look stupid for being there, and us for calling them. Well my wife and I searched for the better part of an hour and found the invoice of where they had sent another company out. Then the tech who so graciously stayed, called them back, and all of a sudden they miraculously found the same info I had. And even the same Invoice number, with their authorization number.
So then they wanted to send the original company back to replace just that motor. I refused and told them I didn't want a contractor out to my house that couldn't wire a motor the right way as well as being a hidden contractor specific to A/H. The name of which is "Aire-Serv" as well as not even being in good standing themselves with the Better Business Bureau of Dayton, because of claims unsettled this year against them and had been suspended as of May 8th. This all transpired in the course of 3 days..
They gave me time to get on the web and search info about them. After which I pretty much got the reality dose.. we're going to get shafted!
Well the Compressor was fried because of the motor not running. So then they wanted to replace the motor and the compressor.. The tech advised them due to the age of our unit (19 years old) that compatibility and parts would not hold up. I was told to wait for a day and somebody would call back with a answer.. No call / No-Body! So I again called and got a very Rude Customer Service Manager that said they would only replace the fan, or take a buy-out. To the tune of $700.00 What a joke.
In their Renewal Notice it states" So even if we had to spend $3200.00 to replace your heating system and $1900.00 to redo your plumbing, you could rest assured, thanks to your home warranty protection." So where is the assurance, other then bend - over!
Back to my story I said "NOT ACCEPTABLE". Give me somebody higher -up. They said that they would submit my complaint, to the "Executive Customer Relations Dept." Another Joke!. The lady who had been designated to take our case was named Lisa Morgan. Iowa Office. 5 days had past already. After tying up their lines to get her to return my calls, she said that she would let me know the next day. I had given her the phone numbers where I could be reached at work thru the day ( and they are 800 numbers no cost to them), and numbers to reach me in the evening.. She purposely called and left a message at our house in the middle of the day to let us know that they would replace the outside unit. Never calling my wife or myself... that way she wouldn't have to answer any questions...
I took a day off of work to make sure when they replaced the unit if the installers needed to be in and out of the house someone would be there. When the tech brought the new unit up to the house, he said "well its the lowest end that Carrier makes, don't install these too much ....Cheap if ya know what I mean". But I figured Better then nothing. When they started to install they did run into a compatibility problem. The Line-Set, that runs into the house to the inside unit, did NOT match -up.
So the tech called A/H and told them the problem, they said that would be and "Up-grade". I said that's BS! I finally got a hold of Lisa went thru our whole conversation we had on a earlier date about compatibility issues should any arise.. (you would think that a 19 year old system might not quite be compatible with a 2003 model).
Her response during the course of that conversation was we will let the tech decide. Her response at the time of installation was that's an Up-grade, and we will not up-grade any unit to make it better then it was.. I guess that all their people are technicians too... I argued with her for 15 minutes, And That's the end of the story because that's all they will do...
Oh and get this! I asked her if this was her home how would she feel... Her response, "I understand!" So I asked do you have a Home Warranty, or better yet American Homeshield? Her response and I quote "NO". How much confidence does that give anyone dealing with them.....
However she did say they would send us a $60.00 Voucher for purchase of fans or rental, which I thought was ok...... Until I read the back of the check ..
And I write this word for word from the back of it;
"ACKNOWLEDGEMENT OF RELEASE & SATISFACTION
By endorsing this check the payee hereby acknowledges payment and satisfaction in full of payee's claim against
American Home Shield Corporation ("AHSC") and its subsidiaries and payee hereby releases AHSC and its subsidaries from any further liability and respect to said claim"
Another Joke... So No we're not Satisfied...
There are approx 2000 people in the company I work for and The "E-mail to them about ever..EVER using American Homeshield was to turn it down, and never ever think about using them... they are liars and cheats.. And Totally Un-Regulated.
I would like to have anyones E-mail address that would be looking for a class action suit against this group that claims to be a warranty company..
I do know that the responses that come back to these reports, are usually generated by American Homeshield, acting as consumers, so if any of these last names or first appear in a response, you might as well know who they are with their official title at American Homeshield.. And Oh by the way all of this info is on the Web Under the Better Business Bureau Reliabilty Report, with lots of phone numbers and lots of addresses...
Mark Lightfoot - Vice President
Diane Pieper - Customer Relations (ha!)
Lynn Schroeder - Legal Specialist
Lynn Carlton - Customer Service/legal
Jane Pottebaum - Legal Specialist/Home One
Sherri Howard - Legal Associate
So how many more people are just going to give-up when you've been wore down, that's their job to wear you down. So you will keep paying Premiums, and get NO - SERVICE?
Tim
Dayton, Ohio
U.S.A.
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2 Updates & Rebuttals
Cathy
Harker Heights,Texas,
U.S.A.
AHS gives the run around
#3Consumer Comment
Thu, October 14, 2004
We have been having problems with our A/C for almost 2 yrs now. We had a H/S policy in place when we bought the house as part of our contract. During the first year, our A/C kept freezing up. We contacted AHS and they told us Barker Mechanical would be the one to service our A/C. We never recieved a phone call from Barker Mecanical. We called approx 3 or 4 times and got a voice mailbox.
Twice I left a message; still no return call. I called AHS and all we got was the phone number (again) to Barker Mechanical. All they cust. serv. rep could tell me was to keep trying. We used the A/C as little as we possibly could with 4 small children in the house and used fans. Luckily we were headed in the cooler months. For some stupid reason, we decided to go ahead and renew the them. Well, surprise, come July, we have a problem again with the A/C. We call AHS and they send out Barker Mechanical again. This time someone actually shows. The guy had no clue which way was up, I swear.
Well he determines its the blower fan but personally thinks the whole thing needs to be replaced as it is 23 yrs old. While here, I asked him to look at the ductwork. He says it might need some work. Someone was to get in touch with us. A couple day go by I call. Guy says AHS won't cover it, because the unit is not the right size for the house. We have finally decided we are just going to have to foot the bill and have an a/c put in. Well, the guy just left after taking measurements....we need new duct work!!!!!! I called homeshield to see if they would honor their estimate.
The service rep told me they would have to send out their contract company to look at it and it would be a $50 fee. I asked her if it would be Barker again. Guess what!? They are the only one in our area on their contract!!!! So I have to pay them again even though they were just here July 19th!
I told her, we are paying $3900 to have an A/C put in and you can't put in the $250 it's gonna cost for the ductwork. Which, by the way, is a HUGE discount as they are replacing 7 out of 8 drops. AHS would've gotten a much better deal going this route as opposed to their "contract company". I will be using the money we were going to use to renew with AHS to put in my ductwork. Thanks for nothing AHS!
Eddye
Lake Jackson,Texas,
U.S.A.
Same problem regarding the repair of our air conditioner unit
#3Consumer Comment
Thu, June 24, 2004
We have had almost an identical problem with American Home Shield regarding the repair of our air conditioner unit