- Report: #688183
Complaint Review: American Home Shield - Carrol Iowa
Reported By:
Nancy -
North Charleston, South Carolina, U.S.A.
Submitted:
Updated:
-
Author Confirmed
Why?
American Home Shield
P.O. Box 849 Carrol, Iowa, United States of America
Phone:
Web:
http://www.ahs.com/
Categories:
Business Rating:
(0)
Tell us has your experience with this business or person been good?
American Home Shield Liar Liar Pants on Fire Carrol , Iowa
On 8 January 2011, we contactedAHS regarding our heat pump. The next daythey sent someone out. Strickland (the company) said it was a leak and said they fixed it. A couple of days later, it was obvious that the problem had not been resolved. We calledAHS back, andthey sent Strickland back. Strickland stated that they found that the whole unit had leaks and needed the coils replaced. We were told that they would call you and make a determination.
Several days later, we learned the part was on order. After over a week, my wife called Stricklands. The repairman was very rude and stated he would call back he never did. On 20 January 2011, my wife called again to Stricklands. She was told that the part would be in either the 21st or the 24th. On the 24th, no one called. On the 25th, my wife called Stricklands. The repairman (Mike) said that he would call back in 15 minutes. After 2 hours, no call. My wife called again, and Mike, again very rude promised to call her back before 4 EST. At 5 EST, my wife called AHS.
She talked to a very nice associate at that point and learned that Stricklands had ordered the part originally through AHS, but then cancelled the order. The associate then called and spoke to Mike and reported that he was quite rude with her as well. She asked, what are my options? She (the associate) explained that I could either wait for Stricklands, pay another $60 for a service call for another company to come out, or do a buy-out. My wife told her she would talk to me about it. When I got home, my wife explained the options, and she called back and stated that we would pay the $60 for the service call. Two days later Jackson Mechanical came out, assessed the problem and stated that they would contact AHS for direction.
While my wife was at work, she received a call from Donna from AHS customer service. She stated for some reason, you decided that you didnt want Strickland to come back to you. Since we have already sent someone out there, we need you to have Strickland out there. If you go through the other company, we are only going to delay your service more. My wife called back later and spoke to another representative. He stated, I dont understand what is going on, and I promise to call you back on your home phone number. My wife was surprised when she received another call from Donna who said, if you dont want to use Stricklands then we will have to do a cash-out, we will not be paying for Jackson Mechanical.
My wife called back in and spoke to a specialist. She was told, Yes, we told you at least three times you had that offer, but higher ups have decided this and there is nothing we can do.
This company has now cost us and additional $60 (for the second company they authorized) and 3 weeks of additional electric and theend is not in sight. AVOID
1 Updates & Rebuttals
Nancy
North Charleston,South Carolina,
U.S.A.
Faith Restored
#2Author of original report
Sat, January 29, 2011
I recieved a personal letter from the Sr. Vice President of Field Operations, Mr. Dave Quandt apologizing for the situation and guaranteeing to fix this problem by refunding us the extra money we were out for the electric bill and refunding the extra visit.Additionally, they promised to have thier contract come out and fix the problem as quickly as possible.
While I can't comment on the other posters on the problems that AHS has had with them - this does restore our faith in this company. I find them to be a company that does have the clients best interest at heart and would gladly recommend them to others.
Thank you Mr. Quandt for attempting to resolve this problem so quickly.
