This company prey's on stealing money from it's customers. My husband and I purchased a new home in April 2010, with out new home we also received "piece of mind" with a home warranty from American Home Shield. What a joke. What we got, headaches.
Our central air conditoning unit failed to cool properly at the end of May. We submitted an online request to AHS on May 26, and May 27 a repairman was at our door waiting to fix the unit. After about an hour with the unit, he reported that it was "unfixable", and he was unable to obtain a model or serial # off the unit because it was worn away. He stated AHS would replace the unit. He stated he would need for them to authorize the replacement before he could do the work.
By June 1 we still had not heard anything from AHS or the contractor. We called both and left messages.
June 2 - The vendor called us back stating they were still waiting for AHS to approve the claim. I called AHS again, and was told it was in process.
June 4 - I called them both again. Now, the vendor was stating that they were waiting on AHS approval, AHS was stating they were waiting on info from the vendor. We, in the meantime were stuck in the middle in a 95 degree house.
June 7 - Called both vendors again, given the same run around by both.
June 8 - The contractor returned to the house to obtain additional information to report to AHS.
June 11 - A rep from AHS called at 546pm to inquire if we were happy with the repairs. I laughed...what repairs??? I explained the 2nd visit occured on June 8, and another visit on June 11 (for our furnance fan which also stopped working). I explained we were still waiting on the AC to be fixed. She assured me she would call back by 7pm CST, she didn't. I wasn't surpised.
June 15 - I hadn't heard from AHS or the contractor in several days. I called AHS customer service as was told that my case was now in "case management" meaning I had a special representative to look over my claim. Great, I thought. Finally some resoluation. Boy was a wrong. This is just someone to give you the run around and talk down to you. My case manager stated she would need time to research and she would call me back. 3 hours later, she did return my call to tell me that her company was in the process of completing a "national search" for the necessary part to fix the unit. Woah, wait a second...how will you search for a part when you don't have a serial or model number?? She could not answer this question, just kept repeating herself. I asked to speakto a manager and was told, "we don't got managers, and if you want me to, I will just cancel out case management and you can deal with customer service on your issue." What, wait, you are threatening me? Sheer comedy. I explained to her that I wasn't blaming her, but after 3 weeks with no AC in 90 degree temps I am just looking for answers. She told me she would call back the following day in the morning and hung up on me...well, the morning has came and went -- no phone call.
AHS is just looking to rip off it's customers. No managers? A National Search on an unknown part? Come one, they must think that their consumer is an idiot. My next call will be the Better Business Bureau and the Attorney General of WV. This is absurd.
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