Complaint Review: American Home Shield - Memphis Tennessee

On Monday 08-20-12, between 8 and 9am, I placed an online request for repair to my home air conditioning unit with American Home Shield.  I placed the request online because I was unable to reach American Home Shield by phone.  I called American Home Shield again just after 10am to confirm that the repair request was recieved.  I was informed that no repair request had been recieved.  I then placed the request for repair with American Home Shield while on the phone.  American Home Shield informed me that I would recieve a call from a contract provider to schedule the repair.

A short time later I recieved a phone call from Kozy Services.  Kozy Services stated that no repair could be scheduled until Wednesday 08-22-12.  Kozy Services had been placed on a "do not use list" for my residence by American Home Shield due to their failure to arrive and make repairs when scheduled.  I told Kozy Services that due to the health conditions of my twin infant sons that I needed repairs to be made sooner.  Kozy Services advised me to contact American Home Shield and have the repair request classified as urgent so that they could make the repair faster.

I contacted American Home Shield and had the request for repairs updated and classified as urgent due to my sons health condition.  American Home Shield said that they would notify Kozy Services.  Before 11am on 08-20-12 Kozy Services called me and said that a technician would be at my residence between 1 and 5pm on 08-20-12 to work on the air conditioning unit.  Kozy Services informed me that the technician would call when he was enroute.

At 4pm on 08-20-12 I called Kozy Services to confirm that a technician would come by my residence to fix the air conditioning.  Kozy Services informed me that a technician was finishing a job nearby.  Kozy Services stated that they would contact the technician and get an estimated time of arrival and call me back.  A few minutes later Kozy Services called back and informed me that the technician was already back and that no one would respond to my residence until the following day, 08-21-12.  I requested to speak to a supervisor and was placed on hold.  A few moments later Kozy Services informed me that a technician would be at my residence before 6pm on 08-20-12.

A technician from Kozy Services arrived at my home at approximately 6:35pm on 08-20-12.  The technician checked the air conditioning unit and informed me that the compressor was grounded, the fan motor was bad and the capacitor was bad.  The technician then collected the $60.00 service fee and stated that he could not make repairs until American Home Shield authorized the parts.  The technichian stated that he would submit the request from his vehicle and that once the parts were authorized he would get the parts and make repairs.  The technician then left.

At approximately 7:45pm on 08-20-12 I contacted American Home Shield and spoke to the floor supervisor, Damion.  Damion informed me that he would authorize the parts and that it would be available for Kozy Services "first thing in the morning". 

At approximately 11am on 08-21-12 I contacted Kozy Services to check on the status of the repair since no one had contacted me.  Kozy Services stated that they were waiting on authorization from American Home Shield.  Shorty after 4pm on 08-21-12 I contacted American Home Shield and was informed that parts would not be available until Monday 08-27-12.  I again informed American Home Shield of the condition with my sons and the need for repairs to be made sooner.  I was put in contact with floor supervisor Laron W who informed me that the parts would be available by Friday 08-24-12.  I informed Laron that the repair status was unacceptable and requested to speak to his supervisor.  Laron stated that his supervisor, Ronny, was in a meeting until 4:30pm.  Laron assured me that Ronny would call me after the meeting.  Ronny did not return my call.

On Wednesday, 08-22-12, I made several calls to American Home Shield and Kozy Services in an attempt to have repairs made to my home air conditioning unit.  American Home Shield and Kozy Services gave different estimated dates for the parts to be available and repairs to be made.  I contacted an independent repair company late in the afternoon of 08-22-12 who provided a free inspection of the air conditioning unit and an estimate for repairs.  The company I contacted responded in less than one hour.  The company diagnosed the same repairs as Kozy Services but stated that they could return early the morning of 08-23-12 and complete the repairs the same day.   

On Thursday 08-23-12 at approximately 08:10am, I again contacted American Home Shield and was "accidentally" disconnected while waiting to speak to a supervisor.  After calling American Home Shield again I was put in contact with floor supervisor Tiffany.  I went through a lengthy explanation of my sons medical condition and the need for my air conditioning unit to be repaired.  Tiffany stated that my children's health and safety were my responsibility, not hers, and that she could only offer up to $125.00 in rembursment or a "cash out".  Tiffany's explanation of a "cash out" was to cancel the repair request and pay me the amount that Kozy Services would recieve for parts, which would be less that the retail amount of the needed repairs, leaving me to pay for the repairs.

I contacted Kozy Services and was scheduled for repairs between 3 and 6pm on 08-23-12.

Between the night of 08-20-12 and the morning of 08-23-12 one of my sons developed a heat rash.  Due to my son's age he is not able to speak and does not understand that scratching the rash will result in an injury.  My son scratched his upper left back to the extent that he has a bleeding sore.  Both my sons are border line asthmatic and have developed a cough and are having a difficult time sleeping.  These issues are directly related to their exposure to excessive heat and humidity which is a result in American Home Shield and Kozy Services failure to meet their contracted requirements.