American Home Shield [AHS]
Reviews and Complaints

I, Thomas Dyer, 4393 N Hulbert Ave, Fresno CA 93705, on or about 7/25/2017, I placed a follow-on service request to complete the repair on my pool pump. I was told by your service rep that this would be classified as a follow-on call since it was directly related to my original service request about 2 to 3 weeks earlier. Your rep assured me there would be no additional service fee for this call. This service call is listed under invoice # [protected], dispatch # [protected]. When I received your original bill on 8/7/17, I spoke to your agent who identified himself as Tony Gervile. He assured me that they was no outstanding charges on my account and that I could ignore this billing. When I got this past due bill I immediately called your agency only to be treated rudely and hung up on. This was mid afternoon 9/21/17. Is there anyone at AHS that can explain to me why I received this bill for a FOLLOW-ON call?

I filed a formal complaint with the BBB, as this is unacceptable service.

Thank you for using the Better Business Bureau's Online Complaint System.
Your complaint has been assigned case # [protected].
Correspondence regarding this complaint will be emailed to : [protected]@hotmail.com
Please print a copy of this for your records.

Filed on : September 23 2017

Filed by :
Abbey Skinner
10200 Gandy BLVD N 936
Saint Petersburg FL 33702

Filed against :
American Home Shield

Complaint Description:
Requested A/C service in FL on 25 Aug, paid service fee of $100, it's currently 23 Sep (one month) STILL not fixed.

Facts:

- I've had an AHS contract (monthly payment) for 2 years - a total of $1079, 76

- A/C broke, called in Friday, 25 Aug 2017 - note this is a Florida property during summer

- $100.00 service fee automatically drafted from checking account 1 Sep 2017 - Today is 23 Sep and my A/C is STILL not fixed

- I've called AHS and contracted company AAA All Brands Appliance [protected]) every week, sometimes twice a week for status - each phone call is at least a 25 minute wait (about 9 hours total on hold)

- Due to my A/C not being fixed in a timely manner (going on 1 month now), my bamboo floors buckled due to humidity in the home ($2, 200)

To sum it up, having a contract with AHS cost me $3, 779.76 (Contract = 1079.76 over 2 years, 100.00 = service fee, even though services have NOT been rendered, 2, 200 = new floors, 400.00 for A/C coolant that has not been filled), 9 hours of my time, unable to list property for sale due to A/C, and a rise in blood pressure.

I HIGHLY recommend NOT using American Home Shield or AAA All Brands Appliance, ever.

Your Desired Resolution:
I fully expect American Home Shield to reimburse my service fee of 100.00 and the entire contract I've paid over 2 years, as I paid it for nothing, clearly and it only cost me MORE money doing business with them. A total of 1179.00 (contract and service fee, not floors and coolant) should be refunded. I realize in the contract they do not reimburse for secondary damage (bamboo floors buckling), however, if services were rendered in a timely manner (NOT longer than a month and still waiting), this never would have happened.

Bottom line, this is the worst service I've ever received for home maintenance & cost me a lot of money.

This case will be reviewed by a complaint specialist at the Better Business Bureau, and then forwarded to the business for their response. It is our policy to allow the business 30 working days to respond to your complaint. You will be notified when the business has responded.

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Claim # [protected]

contract # [protected]

patsy edwards
78975 del mont court
la quinta, california 92253
home phone [protected]
cell [protected]

9/10/2017 call for repair

9/12/2017 repair approved

muitipile calls ahs and anthem (contract0r)

9/20/2017 call to ahs about delays and issues
anthem to have parts by 9/21/2017 or
new unit will be authorized
9/21/2017 no action no contact from ahs or anthem

9/22/2017 call to ahs previous communications not recorded or
available told ahs has 28 days to make repairs
asked to speak to supervisor----no supervisors on
friday
15 year customer very unhappy

My name is Salah Boules Contract # [protected]
My address 435 Mondale St, Corona, CA
I asked for service Pipe leak, They sent me contractor called
Inter City Plumbing was the worst contractor ever
They sent on person first day without any equipment to find out where there is the leak, he can't find anything .
the second guy came without any equipment and tools, for tracking time he came late one hour excusing he was in Home Depot to get some materials, he spent three hours to find out where the leak because he didn't have any equipment, he dogged the concrete in the garage under the water heater, he did't find anything he start to call his boss every 10 minutes to find how to sole the problem, his boss told him you have to digging at another room, he did and left the floor for the garage and the other room without patching what he did, asked me to get him ladder and hose to empty the water heater, not professional at all the Guy did a big damage for the floor and the drywall and asked me to get another company to fix what he did ... otherwise i have to pay $ 500, the total damage will cost me $ 1600 to fix the dry wall and the concrete and garage floor Epoxy, i need my money for this damage
Thanks,
Salah Boules

My agreement number is: [protected].
August 24, 2017: A service request was placed on for my A/C (central air) unit. August 26, 2017: A technician from Ecco Tech Home Services went to assess the unit on and reported that the unit needed a compressor, high and low pressure with, and copper coil. He said that he would call American Home Shield (AHS) for an authorization to repair the unit and call me back. I never heard back from him or AHS.
August 31, 2017; I called AHS and was informed by that the authorization was received 24 minutes prior to my call and it would be an additional 24-48 hours before the repair could be authorized. When I talked to Ecco Tec, they said that the authorization was submitted on the 28th of August (conflicting stories from each organization). Back to 31 August: fortunately, the computer system crashed and a supervisor had to return my call. I was informed from someone during the return call that the authorization was approved but there was some things that I had to pay for. The call was disconnected before the conversation was complete and no one ever returned my call. I called back a few hours later, waited for 2 hours to be connected to some one, and was given the information on what I parts of the repair I needed to repair. I was informed that I had to cover the expenses for the freon, high and low pressure switch, and the copper coil/wire. I was informed that the high and low pressure with as well as the copper coil was not with in regulation / code; that it was an upgrade; and as such AHS would not cover the expenses. When I talked to Ecco Tec, the technician informed me that it was an upgrade, but not because the parts do not meet code or regulations. The parts had to be replaced because there was not a compressor available for my unit. As such a different compressor had to be used. In order for that compressor to work, the high pressure switch, low pressure switch, and copper had to be replaced. I find this contradictory to the information from AHS. As such, being that all parts were required to make the unit functional, AHS should be responsible for the costs of the repair.
September 6, 2017: After not receiving further information from anyone, I called AHS and was informed that the system was down and that they could not offer me any information. Contacted Ecco Tec and was informed that there was a document that I need to sign. Was told that they would email it to me that day.
September 7, 2017: After not receiving the document, I called Ecco Tec again and received the form that day; signed it; and returned it.
September 8, 2017: Called Ecco Tech and was told that I needed to pay for half of the repair upfront but when I attempted to do so, I was told that the "system" was down. Was informed that they would call me on Monday to receive payment and confirm that repair date.
September 12, 2017: After not receiving a call from Ecco Tec, I called them; paid half the cost of the service; and confirmed the installation date for September 14, 2017 between 8:00 and 10:00 a.m.
September 14, 2017: Received a notification from AHS saying that my repair date was rescheduled from September 15, 2017. Talked to the tech at Ecco Tec, who confirmed that he was still arriving on the 14th. The Ecco Tech technician did not arrive within the 8:00 and 10:00 a.m. time slot. He did complete the repair.

Major issues are as follows:
Timeliness: Average wait time to speak to someone at AHS was 1 and 15 minutes. Ecco Tec technicians never arrived during the scheduled time window. Processing of paper work between both businesses and the consumer.

Integrity: Dispute between organizations on when authorization was submitted and received. Representative led me to believe that the high pressure switch, low pressure switch, and copper coil were not within standard / code. Still seeking clarity on what is true.

Customer service: Only one representative that I talked to expressed concern and was committed so seek a resolution to my problem. All others seemed more interested in just getting information and getting to the next call. Aforementioned call wait times.

Fee payment: on an unrelated incident for an earlier service call, my tenants paid the technician the service fee of $75. I was also charged the service fee from AHS of $75. My tenants submitted a form for reimbursement. I was told that it will take 14-21 days to process the reimbursement and that it will be paid to the tenants. First issue, the contract from AHS is with me not my tenants. Second issue, AHS has an expectation that any monies due to them are received with 48 hours but the reimbursement process takes 3 weeks?

As a member of our Armed Service that has also worked in the service industry (Health Care) for over 20 years, I am familiar with standards of customer service, realistic expectations, expectation management, and a culture of trust. Each is essential to satisfactory customer service. I request that AHS and Ecco Tec become familiar or defamiliarize themselves with these tenants of customer service and adapt the "Service Recovery" model.

Additionally, I would like to "speak" to someone within the management of each organization (AHS and Ecco Tec) to "voice" my concerns and get a better explanation of the repair. Lastly, if warranted, I would like a refund for some of my expenses, inconvenience to my tenants, and my time spent addressing this issue. My tenants have endured 3 weeks without A/C and spent numerous hours at home (missing work) to get this issues resolved. I have spent in excess of 8 hours over the last 3 weeks either waiting to speak to some or speaking to representatives about this issue.

Last thing: AHS needs a link for customer complaints / reviews on their website. The links that I followed from the website only allowed phone calls and service request.

Very Respectfully,
Roderick J. Bowser
Major, United States Army
[protected]
[protected]@gmail.com

September 1, 2017
On August 16, 2017 I talked with a representative of AHS regarding my issue of not paying a service fee for my last round with the same contractor-All Valley Appliance over the same refrigerator problem, well within the time span established by AHS. I have received a Payment Notice indicating my last Trade Service Call Fee Payment was Past Due. My Contract Number is [protected]. I have not received a promised response, I just keep getting Past Due Fee Payment requests. I have called three time and put on hold for more than 60 minutes each time until my phone has lost its charge.
The reason I am not paying the charge is that I was told the Service Fee was not charged when I made the appointment because as the Contract indicates an additional repair on my refrigerator fell within 60 days of the last repair on the same appliance for the same problem. Check your telephone records for verification. Service was rendered on June 2 and then again on July 18 and 21 for the same complaint. Each time, a piece of my cooling system is replaced, a second visit is necessary to install the part, and days later I still have the same problem. The Service Company seems unwilling to fix or unable to solve the problem.

To settle this matter, I want the notice stopped and change the Service Request to inactive or closed since there is no charge.
Please respond to this letter.

American Home Shield never picks up the phone and I have been put on hold for almost an hour the last three times I tried to get through. I was told after one call, in which I waited over 45 minutes to talk with someone, that a supervisor would call me back in 30 minutes. That was a week ago and I still haven't heard anything. I am presently on hold with them right now.

I tried to go through their website to lodge a complaint, but there is no link. I tired to go through the chat link, but that option was unavailable at the time. I tried to leave a message on the chat link, but was unable. So I have gone outside their website to lodge this complaint. My first complaint is that they are impossible to get in touch with. Every time I call them, my expected wait time is greater than one hour.

I also want to complain about the service companies they use. Our oven stopped working after I tried the "self-clean" mode, then someone from Appliance RX [protected] same and "fixed" it, but when I tried to "self-clean' again, the oven stopped working. I have now been without an oven for almost two weeks.

I had to place two more work orders through American Home Shield before Appliance RX would come to my house. I have been without an oven for two weeks because of the inefficiency of this system. Appliance RX said they could only come out to my area from 12-4. I told them I am not home in the afternoons and would they please come in the morning, but I was told they only come to my area in the afternoon. According to American Home Shield, they are the only company in my area that fixes my type of oven (Kitchen Aid). I find this hard to believe. I am also complaining about the lack of choice when it comes to repair companies. As I stated earlier, due to my inability to get an answer out of American Home Shield about using another company to fix my oven, i have had to wait on Appliance RX to come my way and I have been without a working oven for 2 weeks.

The whole system is so poorly operated and the customers are getting mistreated

This is our 3rd go around on a covered item with AHS. They have covered it twice in the past after protesting loudly via the internet complaint boards
We have a sewer ejector they have sent contractors out to repair, but then claim they don't cover it due to it being outside the home (attached). It is illegal in our state to have this item inside the home
I want AHS to please stop this runaround and make good on our contract
They have been dishonest in their communication and seem to forget that I am their customer.

Our refrigerator has been broken for weeks. AHS sends out a service provider who determines that our refrigerator is broken, but that it is under extended warranty. After the service provider reports this information to AHS, AHS calls us to tell us that since the appliance is under extended warranty, they will not cover it. We call the manufacturer and discover that extended warranties only apply to the original owners. Since we are not the original owners of our home, none of our appliances are covered by extended warranties. We call AHS to tell them that the extended warranty does not apply to second-hand owners. AHS sends our a different service provider. The service provider determines that the refrigerator is broken, but that it is under an extended warranty. After reporting this to AHS, AHS calls us to inform us that since the refrigerator is covered under extended warranty, they will not cover it. We explain to them that the refrigerator is not covered by an extended warranty because we are not the original owners. Then AHS sends out a different service provider who determines that the refrigerator is broken, but that it is under an extended warranty. And the cycle repeats endlessly.

We made our first call to AHS early June about our upstairs air not working. We were told the first available mechanic was 10 days out and was coming from Sacramento- 1.5 hrs away from us. They came and told us it was a reversing valve problem and was very old and needed to be replaced but would probably just have to fix it. They said they would call us to schedule. This was June 23rd. We did not hear from them, so I called to schedule. Ashley at REO scheduled me. July 5th they were to come. They did not show up. I called. She said that a new employee had forgotten to call and get approval from AHS. I called AHS and the gentleman on the phone, Lee, said he didn't agree with their findings that they would need to replace the freon and so he wanted to send out a second opinion from Petaluma- 3 hrs away from us. The man calls and schedules an appointment and does not show up. I call and he says he couldn't get a clear answer from AHS about what we needed. I call AHS again. Latricia tells me she is so sorry and will send someone out and will call the next day to follow up. She does not. I call again and a very nice woman days she will expedite it. I get a call the next day and they schedule a Red Bluff company - 45 min away to come out in a week. He comes out, has the same diagnosis and says they will call to schedule. I hear nothing. The main company is out of Placerville and I call three times, each time being told they are waiting for approval from AHS. At this point it is early August and we have been sleeping downstairs and in the basement all summer. Because we were getting an exchange student we finally decided to abandon AHS after six years of paying monthly and pay for air ourselves. We did EVERYTHING in our power to work with AHS and we cannot afford this expense. We would like this rectified and our costs covered. [protected] - nancy Bultema

On 6/26 a work order was submitted to the AHS contractor. He responded quite promptly and diagnosed the problem and told me he had to order parts in should be back in about a week. The after replacing the part I did not use my washer until Sunday, at which time I found that the issue of leaking water was not fixed. I called AHS and told them the issue had not been taken care of. Only 7/10 they placed another w/o. After numerous times of waiting on hold for 45 min-1 hour I finally spoke to a rep on or about 8/8. She told me the contractor was waiting for a part that was due in on 8/11. It is now 8/21 and I still have not heard from him. I tried to AHS and got a recording that my waiting would be over an hour. Every other time the wait was supposed to be 15+ minutes and it took 40+ so I wasn't waiting, and they have no live chat or email listed.

My wife and I have owned 3 homes in the past 17years and on every home we've relied on American home shield to provide us with the best Service guaruantee as advertised. They use very unprofessional contractors who constantly come out and patch your equipmemt to prevent replacing it like Myers Plumbing. My AC froze up and when the techinician came out he said I needed a part for it and he had to order it. No problem My wife also explained to the technician we had water leaking from the insid unit so bad that we had to put buckets under it to catch the water to prevent messing up our floor. The technician responded it was because the unit was low on freon. But he never stepped inside to look and verify the issue. A few months passed and we were still catching water in the buckets. Well the AC went out again and this time the same company shows up Myers Plumbing. I explain the issue to this technician. He checked the AC and found a wire had been touching the compressor line and it rubbed a whole in it and freon ran out. Great investigation but it cost me almost $400.00 with my $75.00 service fee. All of this could've been avoided if the 1st technician would've listened and investigated the issue properly. I'm speaking totally from.experience because I have dealt with American home shield for many, many years. American home shield do not value there customers, if they did they would listen to them. On one of my previous homes they patched on my AC until I got tired of it and just decided to purchase a new one for $4000.00 not adding all the $75.00 service charges and labor cost of the technician when they say this isnt covered by AHS. Lastly I thought we had an issue with our refrigerator and we file a claim. They now have a new procedure. Pay when you make the claim. No problem we paid the claim fee up front but our refrigerator was fine and the technician never called to schedule an appointment. But our account charged and when we called to inquire about it. The customer service rep said they can't refund our money for 21 days.(really) There customer service wait time is unrealistic and when talking to them they are very inconsiderate of the customer. As of today my mind is made up to step out on faith and not use or refer American home shield to anyone because they are not for the customer.

On Thursday, August 14th approximately 10:00am CST, Total Air Care representative ran over my brick driveway post and rooted up my grass along drive way; after servicing AC unit via ticket #[protected]

A neighbor next door witness the accident and stated he(Black Male) hit the brick driveway post backing out of the driveway, slightly moving foundation of post, drove onto grass and immediately left the scene.

After neighbor immediately notified me, I immediately called Caddo Parish Sheriff Department. An officer came out and a police report was documented. The police report # is [protected] and will be available within the next 7-10 business days. The Caddo Parish Sheriff office # is [protected].

See attached photos taken by me personally. The Caddo Parish Sheriff officer also has pictures.

Please contact me to confirm you have received this official complaint and if additional information is needed concerning this matter.

Your immediate response and attention will be greatly appreciated.

Patrick Wesley
2219 North Cross Drive
Shreveport, LA 71107
[protected] cell
patrick.[protected]@shreveportla.gov
Contract#: [protected]

My credit card was denied today.
When I called the company they told me that it was because American Home Shield tried to charge the card 10 times with the wrong CV code.
I had AHS for a warrantee plan but canceled it in 2014 because they would never cover anything!

So I called AHS and was put on hold for a total of 35 minutes. They finally came back and said to submit the disputed charges. Since there was never a successful charge, I did not have anything to submit. So I do not know who at this "business" is committing fraud. But be wary of them.

Earlier this year I called in an a/c complaint. The contractor came out, checked all the normal stuff to no avail. When he couldn't figure it out, told me I had a crimped suction line in the slab and said he could fix it for $1125 as AHS would not cover it. Knowing the tech was totally inept and incompetent, I checked air flow at the vents and not only found the issue, but fixed it myself! No crimped suction line and the a/c works perfectly now.
In May I called in my kitchen faucet. The contractor came out and, in time, replaced the faucet. At the end of July I saw the faucet coating was delaminating. I called the contractor and AHS, both of whom blamed each other and, of course, still have the defective faucet. AHS expects me to pay the 2nd $75 service fee for the contractor to come out to say faucet IS defective. I will not pay and have cancelled my contract even though I have been a AHS customer, on several properties, for 15-20 years... I will not reffer anyone as I have in the past.. AHS has really gone way south over the years and hire inept contractors

On Wednesday, July 26, 2017 10:41 PM, rick walker wrote:

Last

> Sunday, July 17, 2017 our air conditioner stopped cooling

> but not blowing out;. I called American Home Shield and left

> a message and also tried to go online but it said it had

> been reported. Monday our son called to confirm they got the

> message and got an appointment set up for Thursday between

> 9am and 12 pm. My wife had a stroke during the night on Weds

> and we were up all night ( we also work from 7pm until 7am

> at the hospital. She took medicine and we tried to sleep

> with fans. The number I left on the recording was not called

> but our son received a call from a restricted number around

> 9am Thursday but was not able to get it and could not call

> back. My wife's cell phone buzzed but she did not wake

> up in time, but saw the same restricted message. She woke me

> and I went to the door and saw a van in the driveway and

> walked out. The person in the van never acknowledged me and

> kept his gaze straight at his dash with a cell or GPS

> attached. After I stood at the window for over a minute, he

> opened the door, never introduced himself or said hello. His

> first statement was "You had five minutes.." I was

> shocked and said What?. He said they give us 15 mins and we

> are gone. I called two numbers and banged on the door. I

> said sorry. He walked to the unit and I explained that

> Sunday I checked the unit and the outside power box door had

> been left wide open and was full of spiderwebs and I cleared

> them but not the wires that were cut and left below. He said

> that had NOTHING to do with the unit ( that puzzled me). He

> said before undoing the panel "You are out of

> freon!". He hooked up something and for several seconds

> something escaped and he mumbled--not out of freon. I will

> admit my temper and blood pressure were getting elevated and

> I thought it best to go inside so I did. He came mins later

> to the front door and walked in and said politely " Sir

> we have to order a part." I went over and he said

> "What is the check number?" I said, "Before I

> write this check, I will tell you that you have a lousy

> attitude." I explained my delay for getting to

> the door and he said he was a "stickler" for

> details. I tried to explain my wife had a stroke and my ONLY

> concern was her health and getting her cool. He did not

> listen and cut me short to explain he did not have an

> attitude problem. I did not need a confrontation. So I

> stopped He wrote check number and said they will call about

> the part and left. We endured the heat but with the weekend

> coming up, my wife called Carolina Air to get an update. She

> was told the "part had not been submitted"

> for approval. They were waiting until Monday. She explained

> her health issue and she got off the phone and was crying.

> This added to my frustration but more so, my concern over

> her health. I called America Home Shield and got a

> recording. I was told wait time could exceed 30 mins. 66

> mins later the very pleasant Tomika answered and I explained

> my wife's condition and my concern over waiting so long

> to hear anything. She tried several times to call Carolina

> Air and said they had 8 dedicated lines and all of them rang

> busy. She repeated that we need to make sure they are aware

> of the health issue. I gave her the [protected] that she

> did not have and she called them and explained it was a

> medical emergency. She asked them to submit the order for

> authorization and she thought they did. I was on the phone

> with her for over two hours until my cell phone battery went

> dead and I lost the call. She was caring and professional

> and understanding, and said she relayed the health concerns and

> my willingness to do whatever to expedite the repair. She

> told me both parties were aware of my wife's need for

> the air to be fixed quickly. She even got approval from a

> superior to authorize $100 to reimburse us for a new window

> air conditioner. We felt it best to get another place to

> stay since the temperatures were to be in the mid to high 90

> degrees so we left home after giving her cell numbers. We

> came back home Sunday late and heard nothing Monday. Tuesday

> I called American Home Shield again and had an hour wait

> time to get an update. I related as many details as I could

> to Shay ( who was very nice.) She tried to call Carolina Air

> to get their version and understand where we stood. She

> could not get through and again got busy signals, I gave her

> the number and she tried and got them. History repeated

> itself and she told me the part was not authorized. While

> she was nice, I asked for a supervisor and she transferred

> me to Kaznada ( sorry for spelling errors on names). We had

> an awful connection and words and conversations were broken

> up and full of static to the point I asked my wife to pick

> up. She also could not hear so we asked her to call back, to

> get a better conversation. She did and the static was still

> bad. She was nice and we struggled to understand but checked

> her notes and we circled the same subjects to the point of

> from 12:31pm to almost 4 pm, we repeated ourselves and he

> said-she said accomplished nothing. She wisely asked to get

> a conference call. It became apparent the parties were

> blaming ME for the break down and part not being ordered.

> "Somehow" my concern of freon escaping from my

> unit and questioning the amount needed to fill it up again,

> even after the tech said we had freon and being told on

> Thursday, Friday, Tuesday over 5 hours on the phone and in

> person, that the part was all that was needed because there

> was some freon. I saw freon excape and was told the

> "part" needed to be ordered and delivered and they

> could repair it. I made it clear that whatever needed to be

> do, do it to repair it. My "concern" over the

> freon is aside from the tech saying you are out of freon, then

> mumbling "you have freon". I was ignorant to think

> since it had freon, he let some escape, and he only

> mentioned the "part", and others said the delay

> was the part, that was the only hold up. On the phone calls

> I generated and the five hours we talked it said said, repeated, repeated

> again and covered, the authorization of the "part" was the issue and never

> was I told the freon was a factor. I wrongly believed my

> repeated statements to multiple individuals, our focus was

> my wife and I said multiple times I will "approve,

> authorize and accept" any terms to get this going. My

> wife even witnessed me saying exactly that and a few seconds

> later I was asked "So, do you authorize the non covered

> freon being added?" I bit my tongue and was shocked but

> asked what phrase I needed to reword so my consistent, repeated

> approval to get this handled,

Would

Move forward. Kazandra said okay, and Elisha

> (from Carolina, who was great and understanding) heard me

> say "I authorize everything that needs to get this

> going forward. Thinking we could now set up an appointment, I

> asked when they could come. They said, since I approved it,

> they could "authorize and order the part and see how

> long it would take to get it in. I did not faint, but might

> have been stunned and asked why and how could it not be ordered

> yet? Carolina Air said they had sent a note to American Home

> shield that freon is not covered and the home owner had to

> approve and they had not heard. I asked who called me and

> even discussed this and Carolina Air said it was American

> Home Shield's responsibility and they called me to ask. Since

> I had generated the calls on Friday and Tuesday and during

> our 5 hour conversations no one asked me to approve, deny or

> discuss the freon, I was amazed. I asked Kazndra to tell me

> when they had made a call ( other than the recent call back

> due to static) they called or addressed when I called that

> they were waiting. She checked and no record was ever made

> even after Carolina Air documented it was the hold up. The

> only thing we were told was the communication between

> Carolina Air and American Home Shield was a break down for

> the authorization for "the part." I think Kazandra

> offered her apology and I said I want no apology because

> that will not drop the heat one degree.I am aware this is

> wordy and long, but the details of over five hours to dot

> the "I"s and cross the "T"s should never

> shorten the attempt at truth or the importance of my

> wife's health at the expense of word games or saving

> time and losing meanings. I did not elongate this process

> due to a lack of effort of parties not interested in the

> health of customers. As proof, I called another repair shop

> and in less than a minute, when they heard my wife had a

> stroke, they asked ONLY, "How can I help?".

> When I heard, their response I decided it was in our best interest and best physically to go with them. There is more, but I will

> wrap this up. When I heard that due to incompetence and

> desiring to blame me, my wife will continue to suffer, I

> asked that they "forget this". I asked for a

> refund for my $100 and for them to allow me to call someone

> I can get out here to fix this. Carolina will not refund it

> because the tech did come out to discover the problem, leak

> freon, and get my blood pressure up. I understood if they

> are unable to complete the repair in a timely manner ( and

> under the circumstances- ignoring health concerns is

> cause--after multiple notices), we could complete the repair

> and American Home Shield will reimburse us $100 for the

> window unit and for all parts and labor that Carolina Air

> would have submitted for the parts and labor. I know freon

> is only covered for the amount added but I also witnessed

> several seconds of it being released and the tech

> acknowledging it was "not out" at least until the

> point he did release some. I have called another company who

> was sensitive to the health concerns and also the delay and

> will be out here ASAP. They acknowledge having to charge

> another call and will have to inspect the amount of freon

> still in the lines ( or tank, whatever the term is). I would

> appreciate whoever reviews this to not confuse length with

> wanting to add details not important. While obviously some

> would have appreciated a short version, perhaps they can

> understand the importance when a loved ones is struggling

> and it appears there is more importance to make the customer

> the villain, than solve the issue. Perhaps you can

> understand my added frustration and never getting a call (

> from people wanting to get all versions), and having to move

> to other locations. Several have added insult to injury by

> making this much, much, much harder than necessary. to those

> questioning this, please consider a loved one hurting and

> calling and being passed around and then calling back and

> asked to repeat the issue and then being accused of denying

> a requesting and being the cause. Do that and then imagine

> talking for over five hours and nothing, NOTHING being done

> to improve this, repair it, or make steps to resolve it.

> After those same five hours, a competitor in less than a few

> minutes, showed compassion, energy and focused on improving

> a horrible situation. At this point I will address this

> novel, that is not lightly written ( because now MY chest is

> heaving tot eh point I am taking heart medication), so later

> after my wife is comfortable, justice will be addressed.

> Rick Walker July 25, 6:31pm, six hours after the 12:31pm

> ordeal began. To update to July 27, 2017 our day started with Charlie's Tin Shop calling from our driveway with the part that was broken ( or reported as the part broken that held up the repair). A very nice man, Mike said he wondered if we could come out. I did and he took the unit apart and did an inspection. After a few minutes he told me the part he had was not the problem. He tracked down the reason for the unit not cooling and nicely explained all my options. He was going to call the home office and they would call me with an estimate. I got a call within an hour to give my options. Now remember, Cassandra ( who I misspelled as Kazndra I believe) had authorized me calling another repair company since Carolina Air had taken so long AND never ordered the part. On the three way call Carolina Air blamed American Home Shield, They blamed me and it came down to them never asking me for authorizing the repair because of freon but never called or noted my multiple approvals of "everything and anything" to fix the unit. After Charlie's Tin Shop finished I explained I needed to call American Home Shield and would get them to confirm the repair that Cassandra gave me. I called and after still another hour hold Crystal was pleasant and listened. I hated to go over and over the settled ground but had to. She listened and put me on hold to get authorization for maybe a hotel room, approval for Charlie's Tin Shop to come tomorrow and fix the unit, and move forward. I asked who would pay for Charlie's Tin Shop since I had paid the $100 and she tried to put me on hold but disconnected me and never called back. Later I called again and got the standard one hour hold. When Jessica answered she got my information and I asked to speak to Crystal so I did not have to go through this nightmare again. She asked for details and here was the solution---cash me out for the cost of the bad part Carolina Air said was broken and ask anyone to fix it with that money. I tried to explain, if we did that we would fix a part not broken and then have to reschedule to fix the true issue. I was trying to get this fixed and not make anyone pay extra but most importantly, GET THE UNIT FIXED FINALLY! They would not agree with the diagnosis and said Carolina Air had to complete the repair even though they had not even ordered the part Charlie's Tin Shop got in a day and brought over. I agreed to waste the time but said we would go stay somewhere else so the called back Carolina Air and came back and said, they needed to get a second repair company to come inspect the unit before they would come out. I agreed to waste the time and money for THEM to do this as long as I paid nothing. She gave me two possible companies. One was in Sanford but felt it was too far away. the second was Aaron Air in Aberdeen, NC. I asked Jessica when they come come out and she said "Tomorrow" I asked what time and she said they were to call but I could get their number and talk to them. the number was [protected]. I called and Sara answered on the first or second ring. I introduced myself and explained my call was from her conversation with American Home Shield. She said they can not service Asheboro, NC and told them earlier today they could not and was trying to call them back but wait time is over 45 mins and she can not hold. I tried multiple times to call back to American Home Shield, tried to email to have a record of this mess and changing stories but can not find one. As it stood with Jessica, Aaron Air is coming tomorrow, and they and I can not get through to someone to say that is another false promise to me. As it stands, no part has been ordered by anyone contacted with American Home Shield, Charlie's Tin Shop has inspected and brought a part to fix something in their view is not broken, the medical emergency has been ignored and we have not move this forward at all. Not one has called me to explain, confirm, ask how things are going, or offered easy solutions, but haveing turned down my quick fixes, and potentially cost saving ideas. I will forward this to several companies, agencies and businesses and was hoping American Home Shield would be decent enough to at least honor verbal promises and honor the contract with health is involved. I have mad great efforts to inform American Home Shield that this has health issues but they have shown no concern what so ever. If I had a way to email or contact them to update them I am sure someone in their organization might step in. I will continue to document this one sided effort to correct a problem and honor a contract. This is another update. This would be much easier if I could email American Home Shield so I do not have to repeat what I consider my version of what has happened. This is Saturday July 29, 2017. I called American Home Shield again today since no one came out Friday as I was promised. I called and talked to Chavauva and asked to record our conversation because after being promised Thursday that someone ( Aaron Air ) would be out Friday and after I got their number to call and get a time, and then Sara told me and said she told them, they would not, I just wanted to not rehash this again. American Home Shield knew Thursday no one was coming Friday but never took steps to call me, call another repair company, and instead it fell upon me to call them back Saturday. American Home Shield now says Carolina Air never refused to come out and WILL come and repair the unit. I am to await the call. I did explain I still do not want the tech who came because of his attitude, his cavalier attitude towards the freon and letting a lot escape and quite honestly, his ability to let listen. When I called American Home Shield, a recorded message advises us the check the out panel box. As I stated, I was letting him know it had been left open but I did close and clean it out but he rudely said "That has NOTHING to do with this". I was just trying to inform him I did as asked and was trying to save time. All this is frustrating and unfortunately opinions, but please concentrate on this last event. Do you not feel since I was promised that Friday Aaron Air was coming out and on Thursday American Home Shield knew this to be untrue and no one called me, called another company, took any steps to fix the central air. Again, and I hate repeating this, if we could have had written proof we would not have had so many unfortunate delays. After hearing Carolina Air is coming out I am both surprised and rejoicing. I understood they refused. That is a major break through that they will be coming and while it is not important who caused the delay and it is frustrating due to my wife's health, we will be moving ahead. There should be no delays and as I write this on Saturday July 29, 2017, at 10:16pm, I would expect the call to schedule will come on Monday. We have a doctor's appointment Monday morning but if they miss us we will make ourselves available when they want to come repair it. This is not the history we have had with American Home Shield, Carolina Air or the warranty we have. My attempt to explain things has been an effort to make it more comfortable to my wife and if I in anyway made this difficult by misunderstanding anything I apologize. Hopefully we can get this resolved quickly. Thanks, Rick

My replacement appliance was delivered today, July 29, 2017 by the Sears Delivery Company. When discussing the delivery with the Sears Installation Service Dept., I was told that it would be installed as soon as they get an installation order. I have contacted AHS and I was informed on the phone that an order had not been given to the third party installation company, All star Appliance Service.

My complaint is; (1) Why didn't Sears Delivery Service contact AHS and inform you of the delivery date so that AHS could contact All star Appliance Service to coordinate an installation date, preferably on the same day of delivery ? And because this is a weekend, most local appliance services are closed until Monday, July 31, 2017. Today's delivery date has been known by the Sears Delivery Service since the 25th or 26th which is sufficient time for AHS to contact All star Appliance Service to setup installation.

As the customer, I should not have to be the one who initiates the call to Allstate Appliance service. If that was expected and I was not aware of this requirement, then this procedure certainly needs changing.

I have wasted an entire day here expecting my replacement appliance to be installed because of your third party procedure as it has to do with installation of my appliance...NOT GOOD !

This is VERY long. Sorry! Last
> Sunday, July 17, 2017 our air conditioner stopped cooling
> but not blowing out;. I called American Home Shield and left
> a message and also tried to go online but it said it had
> been reported. Monday our son called to confirm they got the
> message and got an appointment set up for Thursday between
> 9am and 12 pm. My wife had a stroke during the night on Weds
> and we were up all night ( we also work from 7pm until 7am
> at the hospital. She took medicine and we tried to sleep
> with fans. The number I left on the recording was not called
> but our son received a call from a restricted number around
> 9am Thursday but was not able to get it and could not call
> back. My wife's cell phone buzzed but she did not wake
> up in time, but saw the same restricted message. She woke me
> and I went to the door and saw a van in the driveway and
> walked out. The person on the van never acknowledged me and
> kept his gaze straight at his dash with a cell or GPS
> attached. After I stood at the window for over a minute, he
> opened the door, never introduced himself or said hello. His
> first statement was "You had five minutes.." I was
> shocked and said What?. He said they give us 15 mins and we
> are gone. I called two numbers and banged on the door. I
> said sorry. He walked to the unit and I explained that
> Sunday I checked the unit and the outside power box door had
> been left wide open and was full of spiderwebs and I cleared
> them but not the wires that were cut and left below. He said
> that had NOTHING to do with the unit ( that puzzled me). He
> said before undoing the panel "You are out of
> freon!". He hooked up something and for several mins
> something escaped and he mumbled--not out of freon. I will
> admit my temper and blood pressure were getting elevated and
> I thought it best to go inside so I did. He came mins later
> to the front door and walked in and said politely " Sir
> we have to order a part." I went over and he said
> "What is the check number?" I said, "Before I
> write this check, I will tell you that you have a lousy
> attitude." I explained my delay for getting to
> the door and he said he was a "stickler" for
> details. I tried to explain my wife had a stroke and my ONLY
> concern was her health and getting her cool. He did not
> listen and cut me short to explain he did not have an
> attitude problem. I did not need a confrontation. So I
> stopped He wrote check number and said they will call about
> the part and left. We endured the heat but with the weekend
> coming up, my wife called Carolina Air to get an update. She
> was told the "part had not been submitted"
> for approval. They were waiting until Monday. She explained
> her health issue and she got off the phone and was crying.
> This added to my frustration but more so, my concern over
> her health. I called America Home Shield and got a
> recording. I was told wait time could exceed 30 mins. 66
> mins later the very pleasant Tomika answered and I explained
> my wife's condition and my concern over waiting so long
> to hear anything. She tried several times to call Carolina
> Air and said they had 8 dedicated lines and all of them ran
> busy. She repeated that we need to make sure they are aware
> of the health issue. I gave her the [protected] that she
> did not have and she called them and explained it was a
> medical emergency. She asked them to submit the order for
> authorization and she thought they did. I was on the phone
> with her for over two hours until my cell phone battery went
> dead and I lost the call. She was caring and professional
> and understand, and said she relayed the health concerns and
> my willingness to do whatever to expedite the repair. She
> told me both parties were aware of my wife's need for
> the air to be fixed quickly. She even got approval from a
> superior to authorize $100 to reimburse us for a new window
> air conditioner. We felt it best to get another place to
> stay since the temperatures were to be in the mid to high 90
> degrees so we left home after giving her cell numbers. We
> came back home Sunday late and heard nothing Monday. Tuesday
> I called American Home Shield again and had an hour wait
> time to get an update. I related as many details as I could
> to Shay ( who was very nice0. She tried to call Carolina Air
> to get their version and understand where we stood. She
> could not get through and again got busy signals, I gave her
> the number and she tried and got them. History repeated
> itself and she told me the part was not authorized. While
> she was nice, I asked for a supervisor and she transferred
> me to Kaznada ( sorry for spelling errors on names). We had
> an awful connection and words and conversations were broken
> up and full of static to the point I asked my wife to pick
> up. She also could not hear so we asked her to call back, to
> get a better conversation. She did and the static was still
> bad. She was nice and we struggled to understand but checked
> her notes and we circled the same subjects to the point of
> from 12:31pm to almost 4 pm, we repeated ourselves and he
> said-she said accomplished nothing. She wisely asked to get
> a conference call. It became apparent the parties were
> blaming ME for the break down and part not being ordered.
> "Somehow" my concern of freon escaping from my
> unit and questioning the amount needed to fill it up again,
> even after the tech said we had freon and being told on
> Thursday, Friday, Tuesday over 5 hours on the phone and in
> person, that the part was all that was needed because there
> was some freon. I saw freon excape and was told the
> "part" needed to be ordered and delivered and they
> could repair it. I made it clear that whatever needed to be
> do, do it to repair it. My "concern" over the
> freon asides from the tech saying you are out of freon, then
> mumbling "you have freon". I was ignorant to think
> since it had freon, he let some escape, and he only
> mentioned the "part", and others said the delay
> was the part, that was the only hold up. On the phone calls
> I generated and the five hours we said, repeated, repeated
> again and covered the authorization of the "part"
> was I told the freon was a factor. I wrongly believed my
> repeated statements to multiple individuals, our focus was
> my wife and I said multiple times I will "approve,
> authorize and except" any terms to get this going. My
> wife even witnessed me saying exactly that and a few seconds
> later I was asked "So, do you authorize the non covered
> freon being added." I bit my tongue and was shocked but
> asked what phrase I needed to reword my consistent, repeated
> approval to get this handled. Kazandra said okay, and Elisha
> (from Carolina, who was great and understanding) heard me
> say "I authorize everything that needs to get this
> going forward. Thinking we get set up an appointment, I
> asked when they could come. They said, since I approved it,
> they could "authorize and order the part and see how
> long it would take to get it in. I did not faint, but might
> have been stunned and asked why, how could it not be ordered
> yet? Carolina Air said they had sent a note to American Home
> shield freon is not covered and the home owner had to
> approve and they had not heard. I asked who called me and
> even discussed this and Carolina Air said it was American
> Home Shield responsibility and they called me to ask. Since
> I had generated the calls on Friday and Tuesday and during
> our 5 hour converstaions no one asked me to approve, deny or
> discuss the freon, I was amazed. I asked Kazndra to tell me
> when they had made a call ( other than the recent call back
> due to static) they called or addressed when I called that
> they were waiting. She checked and no record was ever made
> even after Carolina Air documented it was the hold up. The
> only thing we were told was the communication between
> Carolina Air and American Home Shield was a break down for
> the authorization for "the part." I think Kazandra
> offered her apology and I said I want no apology because
> that will not drop the heat one degree.I am aware this is
> wordy and long, but the details of over five hours to dot
> the "I"s and cross the "T"s should never
> shorten the attempt at truth or the importance of my
> wife's health at the expense of word games or saving
> time and losing meanings. I did not elongate this process
> due to a lack of effort of parties not interested in the
> health of customers. As proof, I called another repair shop
> and in less than a minute, when they heard my wife had a
> stroke, they asked ONLY, "How can I help?".
> When I heard, in their view There is more, but I will
> wrap this up. When I heard that due to incompetence and
> desiring to blame me, my wife will continue to suffer, I
> asked that they "forget this". I asked for a
> refund for my $100 and for them to allow me to call someone
> I can get out here to fix this. Carolina will not refund it
> because the tech did come out to discover the problem, leak
> freon, and get my blood pressure up. I understood if they
> are unable to complete the repair in a timely manner ( and
> under the circumstances- ignoring health concerns is
> cause--after multiple notices), we could complete the repair
> and American Home Shield will reimburse us $100 for the
> window unit and for all parts and labor that Carolina Air
> would have submitted for the parts and labor. I know freon
> is only covered for the amount added but I also witnessed
> several seconds of it being released and the tech
> acknowledging it was "not out" at least until the
> point he did release some. I have called another company who
> was sensitive to the health concerns and also the delay and
> will be out here ASAP. They acknowledge having to charge
> another call and will have to inspect the amount of freon
> still in the lines ( or tank, whatever the term is). I would
> appreciate whoever reviews this to not confuse length with
> wanting to add details not important. While obviously some
> would have appreciate a short version, perhaps they can
> understand the importance when a loved ones is struggling
> and it appears there is more importance to make the customer
> the villain, than solve the issue. Perhaps you can
> understand my added frustration and never getting a call (
> from people wanting to get all versions), and having to move
> to other locations. Several have added insult to injury by
> making this much, much, much harder than necessary. to those
> questioning this, please consider a loved one hurting and
> calling and being passed around and then calling back and
> asked to repeat the issue and then being accused of denying
> a requesting and being the cause. Do that and then imagine
> talking for over five hours and nothing, NOTHING being done
> to improve this, repair it, or make steps to resolve it.
> After those same five hours, a competitor in less than a few
> minutes, showed compassion, energy and focused on improving
> a horrible situation. At this point I will address this
> novel, that is not lightly written ( because now MY chest is
> heaving tot eh point I am taking heart medication), so later
> after my wife is comfortable, justice will be addressed.
> Rick Walker July 25, 6:31pm, six hours after the 12:31pm
> ordeal began.
>

The company called Guarantee services HVAC in Anderson SC...is very racist and discriminate against black people working in the HVAC field...they said they don't hire Black's cause this is a white man field. They have a pending discrimination lawsuit against them... don't like there service either...need to get rid of that company in the upstate of SC

Called 6/30 for service on a samsung refrigerator

Technician came out on 7/4. Took $100 did nothing, said I would receive a call on 7/5... No call and no answer when I tried to call them.

Call contractor everyday since... No answer on the phone and no return calls of the messages I leave.

Since 7/11, have spoke with 5 different people including one supervisor. One person hung up on me and never called me back. The other 4 people all apologized about my troubles, promised to look into the situation and call me back... No callback even from the supervisor.

I'm gonna start looking for another company but am afraid that they are all [censor].

With all of the complaints that I have seen, a class action lawyer woudl have a field day?