Complaint Review: American Home Shield - Memphis Tennessee

Plummer was dispatched to my residence to fix toilet.  He broke trying to repair it, blamed it on an "improper repair" causing claim to be denied.

We had a pressure assisted toilet not filling/flushing properly.  I replaced a duck-bill valve (routine maintenance) and the toilet still did not fill properly.  I submitted a claim to AHS.  They dispatched Gilbert's Rapid Rooter to fix the issue.  Gilbert arrived on 8/15/13 to assess the issue.  HE AND HIS PARTNER WORKED ON MY TOILET FOR AN HOUR.  Not only did they try to repeatedly to fix the issue, he damaged the toilet by installing Teflon glue/tape on threads of the toilet and he cut and damaged the upper supply valve to the toilet, thereby, damaging the toilet beyond repair.  Before he left, he told me that he hasn't worked on this type of toilet much and just usually tells AHS that the whole unit needs to be replaced.  I paid the $60 service fee and Gilbert told me that he was going to submit the claim and would be in contact to replace the toilet.  NOT ONCE DID HE EVER MENTION THE ISSUE WAS A RESULT OF AN IMPROPER REPAIR.  I received a call within in 30min from AHS stating that Gilbert informed them that the toilet was broken due to an improper repair and the specific area it was broken was where HE had installed Teflon tape/glue and damaged the upper supply valve (I have photographs of the damage).

When I challenged the claim, I was told that AHS has to go on the word of their contractor and was offered a second opinion from Trinity Services.  Trinity came out on the 16th and made their assessment.  Their assessment NOW included the damage caused by Gilbert and it was again listed as an improper repair and my claim denied.  I was told by Trinity that if Gilbert, or any other contractor, feels that a claim to AHS is the result of an improper repair they are to notify the homeowner and not attempt a repair.

I was contacted by AHS again and told that the claim was going to be denied because of an improper repair.  I asked how I could be held liable for this "improper repair" when it was Gilbert Rapid Rooter who caused the damage.  I was told by the representative that there was no way to prove it was the contractor.  When I explained that I had photographs of the damage, I was told that didn't matter.  I stated that based on what I had been told any contractor could come into my home, damage something in my home and then claim it was an "improper repair."  I was told "well...we have to rely on the word of our contractors." 

At this point, I asked to speak with a supervisor.  I was told that I would have to go into the cue and that a supervisor "was not available".  I was told that I would have to wait 24-48hrs to be contacted.  To date, I have NEVER received a call from any supervisor.  I was sent denial letters from AHS indicating that my claim had been denied.  As a result of the damage caused by Gilbert Rapid Rooter, my entire toiled had to be replaced.

AHS has employed a contractor that uses, what I consider, illegal tactics.  He is dispatched by AHS to look into service calls, he collects the $60 service call fee, damages fixtures and then claims it was a result of an unauthorized repair.  He is then able to drum up business for himself so he can charge consumers to repair the damage HE caused.  Gilbert is listed on the BBB website as having an F rating due to poor business practices; he is not officially accredited with the BBB.  AHS has made NO attempt to screen this contractor or hold him accountable for his shoddy business practices and as a result, I was taken for not only the $60 service call, but and additional $250 to have a new toilet installed.  Further, Gilbert's Rapid Rooter is under investigation by the State Licensing Board of Texas.