American Home Shield [AHS]

My outside heat pump was completely replaced through AHS in 2017. The HVAC guy did not install it right and the compressor blew up. AHS is now saying they have no record of service for it. The HVAC company charged AHS, not me. So I did not get a receipt. Low and behold, AHS is not covering the compressor. Won't pay for the freon (1700 dollars to fill). I cannot get a person not from India to talk to and they just repeat their checklist. It has been a month, I still don't even have the compressor ordered. Horrible service.

When I initially called to cancel my warranty, I asked several times before canceling if I could get a better rate and was told no each time. I requested to cancel my warranty which was due for renewal on 5/8/22. Marian in retention contacted me on 4/4/22 and she offered a monthly premium of $54.66/month vs the$ 67.56 which was initially going to be charged. I agreed to stay with the company for the $54.66/ month and repeatedly asked if that would be the total amount, and was reassured that it would be. On 5/11/22, I looked and my band statement and a draft for the amount $67.56 was made by AHS. I called and was transferred to Latunda in retention on 5/11/22, when I was able to see the draft for $67.56 had been made. Latunda told me that with tax the premium should have been 59.22/ month. I explained my conversation with Marian on 4/4/22 and that I had been assured that $54.66 would be the total including everything. Latunda verified that she was able to see this in the notes and requested that I allow Marian to call me as she was the one who had made the agreement with me and would have to make the adjustment. I agreed to this with the stipulation that Marian call me by the end of the day and Latunda assured me that she had sent her an email. By 4:00, I still had not gotten a phone call and I once again called AHS and was transferred to Felicia in retention. I had to request several times that she cancel my contract. She kept making me various offers and even lied to me that the $67.56 had been reversed the same day it was drafted. I finally had to tell her that honest and integrity in a company, not money was important and at that point I just wanted to cancel my contract. Finally, she did cancel my contract. I called again on 5/22 as I still did not have my refund and initially spoke with Alice, who hung up on me when I explained that I did not yet have the refund. I called back and spoke with Wilmer who tried to tell me that AHS was justified in charging me the $67.46 and that I needed to refer to my contract. I had to tell her that according to the contract I have 30 days from the date of renewal and it was only 3 days into the contract and I had originally wanted to cancel the contract on 4/4, but agreed to stay with the company when offered a lower rate which did not occur as promised. She also told me I was given a $100.00 compensation which was deposited into my account and that I needed to recheck my account for it when I told her that I was not compensated $100.00 and I had no idea what I would be compensated for. I asked for a supervisor vs retention and 3 retention people had not resolved my issue. Finally, a supervisor, Ruby got on the phone and not only did she have roosters crowing loudly in the back ground (real professional for a supposed supervisor), she was also very rude. She tried to tell me that the $67.56 was reversed and that I would get it in 3-5 weeks. I told her that was unacceptable given that I was overcharged in the first place and it was clearly documented that I was given the premium price of $54.65 and was charged $67.56. She then stated that the policy was 3-5 business days before I would see it in my account and stated the reversal was done 5/11/22. I had to tell her over and over that this was day 6 given that I assumed that the 1st day would be the next day. She informed that that no matter how many times I called, I would be told it would be 3-5 days, I do not think she ever listened to it has been beyond that time. At this time, I still have not received the refund of $67.56 which I am entitled to. I would appreciate having this refunded to me ASAP.

Thank you,

Vicke Boak

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