American Home Shield Corporation [AHS] — dryer repair
I reported my dryer not heating on 9/30/2018. as of 10/19/2018, it has not been repaired. No one called me until 10/2/2018 after I called AHS who then contacted Same Day Appliance Repair (SDAR) .
I received a call from the SDAR who scheduled it for Friday 10/5/18. The repairman came out on Friday, determined that the heating element was bad and he had to order the part.
On 10/10/18, I accessed my AHS account and found that the repair status was "Authorization under review". So I called AHS and the rep stated that it was under review and she would expedite the process. On 10/12. I called AHS again and while on hold, I accessed AHS Chat and was told that the repair had been approved on 10/8/18, the same day it was submitted. So both the rep and the online had incorrect information. So I called Same Day Appliance Repair and was advise they were waiting on the part.
On 10/17, Same Day Appliance Repair called and scheduled it for 10/18. On 10/18, the repairman came with the part and installed it. The Dryer still did not work. So he requested that the dryer be replaced.
On 10/19, after checking the status online finding status to be "May be eligible for replacement _call AHS"; I called AHS and the rep (Brenda @ 12:59 PM) transferred me to Appliance Replacement. I was on hold for 45 minutes and the someone or something disconnected me. Now I've got to start all over. I called AHS back and got Dayton (2:21 pm) and after I express my urgency in getting my dryer working, she advised me that the approval process could take 2-5 business days and once I review and respond with the selected dryer, then another 2-5 business days to receive the dryer. I stated that I was not willing to wait up to to another two weeks for a dryer after already waiting 3 weeks. She then advised that I could take the cash reimbursement option where I go purchase a replacement dryer and send AHS the invoice for reimbursement. I elected to go purchase a dryer immediately.
AHS has several problems: misinformation from rep, no followup with customer,
training issues, lack of staff to handle customers. I did on all occasions elect to be called back when a rep was available, but after I received the callback, I had to wait 10-15 minutes before a rep was available. The 45 minute hold for Appliance Replacement and then getting disconnected is terrible customer service.
Very upset and disappointed with AHS customer service and repair process!
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