- Report: #77139
Complaint Review: AMERICAN HOME SHIELD - Phoenix Arizona
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Author Not Confirmed
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AMERICAN HOME SHIELD
4401 E.Blanche Dr. Phoenix, 85032 Arizona, U.S.A.
Phone:
602-8671992
Web:
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AMERICAN HOME SHIELD ripoff failure to honor contract agreement after renewal Carroll Iowa
In August 2002 I took out a warrenty policy including an extra $160 policy for a second heat-pump. My first service request was January 2003. Their technician found a defective defroster board, ordered a new one and replaced 2 days later.
Six weeks later, the unit went out again, and the company sent a different "repairman". He spent 30-40 minutes finding a charred wire, loose contactor and extra part in base of cabinet. He declared my unit "out of compliance" and refuse to provide service. He still wanted his $45 and spent another 10 minutes bragging about many claims he denies for the "Company". It was as if he was the company "hit-man" for this area, and not a service provider.
I called another technician who said the charred wire was actually "broken" and charred when the current sparked within the cabinet. He said the wire was on the loose contactor and caused it to vibrate loose with the sparking. He found the extra part in the cabinet to be a mounting bolt from the contactor that loosened when the sparking occured. This man spent less than one minute to identify and fix the broken wire and reset the mounting bolt. He was so embarrassed when I told him that American Home Shield was there, he did not charge me for the time spent.
I took this information back to a customer service manager in American Home Shield and she refunded the $45 and said would call if anything else was needed.
Six months later I renewed after 5 separate monthly notices to renew my "extended policy" which I did.
In December of 2003 the unit stopped providing heat again. I reported it on the web site and got a confirmation in email moments later that the "second" technician would be returning. I called the Customer Service number to establish a time line and was told no one would be coming out since I never sent any documentation for the previous repair. Speaking to a supervisor I was told that no heat-pump work would be honored without written proof even though they tricked me into carrying a separate policy on each unit.
I was so irate that I wrote a letter cancelling my policy and requesting a refund. Six weeks later, even though they have my name address, tel number and email address, I have yet to hear from them with so much as a courtesy letter.
Since they left me stranded twice without heat, I would be willing to take any action possible against this company.
Ralph
Phoenix, Arizona
U.S.A.
Six weeks later, the unit went out again, and the company sent a different "repairman". He spent 30-40 minutes finding a charred wire, loose contactor and extra part in base of cabinet. He declared my unit "out of compliance" and refuse to provide service. He still wanted his $45 and spent another 10 minutes bragging about many claims he denies for the "Company". It was as if he was the company "hit-man" for this area, and not a service provider.
I called another technician who said the charred wire was actually "broken" and charred when the current sparked within the cabinet. He said the wire was on the loose contactor and caused it to vibrate loose with the sparking. He found the extra part in the cabinet to be a mounting bolt from the contactor that loosened when the sparking occured. This man spent less than one minute to identify and fix the broken wire and reset the mounting bolt. He was so embarrassed when I told him that American Home Shield was there, he did not charge me for the time spent.
I took this information back to a customer service manager in American Home Shield and she refunded the $45 and said would call if anything else was needed.
Six months later I renewed after 5 separate monthly notices to renew my "extended policy" which I did.
In December of 2003 the unit stopped providing heat again. I reported it on the web site and got a confirmation in email moments later that the "second" technician would be returning. I called the Customer Service number to establish a time line and was told no one would be coming out since I never sent any documentation for the previous repair. Speaking to a supervisor I was told that no heat-pump work would be honored without written proof even though they tricked me into carrying a separate policy on each unit.
I was so irate that I wrote a letter cancelling my policy and requesting a refund. Six weeks later, even though they have my name address, tel number and email address, I have yet to hear from them with so much as a courtesy letter.
Since they left me stranded twice without heat, I would be willing to take any action possible against this company.
Ralph
Phoenix, Arizona
U.S.A.
2 Updates & Rebuttals
Ralph
Phoenix,Arizona,
U.S.A.
Reimbursement ..this company teaches slime-ball tactics from bottom to top.
#2Author of original report
Tue, March 30, 2004
After 2 phone calls and conversations with customer servive people, 3 unreturned phone messages, 2 letters to customer service, 1 letter to the legal department, 2 letters to the claims review department, 1 fax of a request to cancel and 93 days later I received 43 cents on the dollar as a refund. I'm finally free. With this experience, I firmly believe this company teaches slime-ball tactics from bottom to top.
Misty
Phoenix,Arizona,
U.S.A.
American Home Shield is a SHAM!!!!
#3Consumer Suggestion
Mon, January 19, 2004
I work in custoemr service for an A/C company here in the valley and we absolutely REFUSE to do business with any home warranty company unless we get a credit card first. We have been burned WAY to many times by these rip off artists! We would get their approval to do the work, bill them and then they'd turn right around a deny giving us authorization for the charges! American Home Shield still tries to call us, or their poor customers call us and ask if we can deal with them; the answer is always a bif fat NO. I hear horror stories day in and day out about how people are getting ripped off by them and I think there should be a way that they can be regulated. I feel sorry for home owners that pay to have their heating and cooling units "covered" by them! I had a man call a couple of days ago, asking if we could work with American Home Shield in replacing his compressor. I asked how old the unit was and to my HORRROR, discovered it was 30 years old! My comapny has morals, and we would never even recommend replacing a compressor in a unit that old; it opens you to possible freon leaks in the line sets as well as a number of other problems. At that point, it is simply time to replace the unit. The average life expextancy of a unit here is 13-15 years; that mans unit was LONG past its expiration date. Yet, American Home Shield refused to give him the money for a new unit. I feel for you, and I hope you bug them enough and get the money they owe you. They had no problem snatching your money up.........
