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On August 15th 2018 I entered a service request for my hot water heater. American Home Shield (AHS) assigned Tom Melton Plumbing and charged my credit card the $75 service fee before they even came to my home. On Thursday August 16th I had a four hour window appointment which they failed to show up for and I had to call them to reschedule. On Friday August 17th the Tom Melton service guy showed up and had to call into the office and send them pictures to solve the problem. It was determined that it was a bad water vapor sensor and he told me it had to be ordered but it should be in maybe tomorrow or the next day. I then wait all the way to the following Thursday to get a call which I never did so I called AHS. I want to point out at this time I have not had hot water in 7 days. The AHS representative tries to call Tom Melton and they do not answer so she leaves a voice mail and sends an email she then says I should get a call later in the day. I wait all day, no call, so the following morning Friday August 24th I call AHS again. The first customer service representative informs me that there was no work order received and they would have to contact Tom Melton to get the work order approved before the part could be ordered. Remember I had called the day before and no one mentioned this lack of a work order so I asked to speak to a supervisor. The supervisor merely indicates that they need to call Tom Melton to get a status on the work order to which I say did you have a hot shower this morning? She says yes and tells me I should boil water. 7 days without hot water, I pay AHS every month via automatic withdraw for my contract and some flippant customer service rep to tell me to boil water! As of this point August 24th my hot water heater is still broken, I do not have an appointment or have any idea the status of the part that they supposedly ordered a week ago. I have requested that another company be assigned to finish the job but was told I have to wait for Tom Melton to call them back and given that they failed to do so yesterday I have no hope they will today. I have been with AHS for over 10 years and have never had this kind of problem but prior to this but given this situation I am seriously reconsidering handing AHS my money every month.
Through HSA home warranty this company was assigned. When scheduling I informed them of the leaking pipe issue in my basement and when I flush the toilet, the kitchen sink gurgles. Scheduler said the tech would be there tomorrow. Next day, tech came out 9am, great. Told him the same thing. Response, if the toilet is blocked, that needs to be a new ticket. Not sure why the scheduler didn’t say anything. Ok, after 5 mins, told leak was fixed. Then he checked bathroom stated it’s blocked I need to put in another ticket. He left. I go into the basement, leak is still present. I called my home warranty and explained and the rep said they were contacting them to get details but no one is responding. I said I would like someone else to come out because they obviously did nothing and I paid a service fee for no work done. But I had to go with them. They were assigned again but couldn’t come out until 3 days later. Once they (2 techs this time, the previous and some other guy) showed up, same deal as first time, same conversation, and surprise, same outcome. Claimed leak is fixed (nope!) and said they don’t have a ticket to address the toilet issue. I’m not going to place a ticket so that I can pay for work not to be done. This has put me off of renewing home warranty.
On 7/15/2022 contractor from Tom Melton came out to my home for a low water pressure problem and Mis-diagnosed the problem. Initially I had the city come out to check the water pressure they recommended a PRV valve then I had a reputable plumbing company come out and they also said I needed a PRV valve Tom Melton contractor said I had Fresh water blockage and he said he couldn't do anything for me I wasted $100 service call Fee on Tom Melton Plumbing the contractor from Tom Melton felt it necessary to tell me he had a medical marijuana card saying he can't get a job with a reputable plumbing company because of that. I had HELP plumbing complete the job for $1100 and yes they replaced the PRV Valve and now my Low Pressure problem is solved but I still have a problem with HSA they offered me $50 dollars toward the service call fee I have wasted my money on HSA for 7 years now it's time I cut my losses I'm cancelling my contract today. Everything that has been said in other comments is absolutely true DO NOT DO BUSINESS WITH HSA OR TOM MELTON PLUMBING.
Mis-diagnosis happens everyday. It comes from having limited information. Additionally, The warranty company will not always allow methods that will bring us to the proper diagnosis. We are all human, we all make mistakes.
Your PRV was adjusting to higher water pressures and then back down to lower water pressures. I could not prove failure in the PRV. If we can’t prove failure then the warranty company will not approve replacing a PRV. I took many pictures proving that the PRV was adjusting.
A freshwater blockage was the only diagnosis that made sense considering the symptoms. You had very low water pressure in all of your waterlines except the hosebib. You had also stated that your waterlines had been replaced or worked on recently. Lending to the possibility of a previous plumbers error.
I stayed extra time and tried to help you develop a game plan. I always try to provide additional help to my customers especially in difficult situations that look like they will not be approved.
My mistake was allowing myself to fall into a side conversation while waiting for the warranty company to answer the phone. I always assume the best out of people, so when someone goes out of their way to make me look bad it is offensive.
I’m not perfect, I provided the best service possible. Have you never been wrong? Have you never made a mistake professionally. I’m sorry that I was wrong. My real mistake was in assuming decency in you. I understand leaving a complaint, but you had to go the extra mile to make me look bad over an honest mistake and casual side conversation. How stuck up are you?
Worst company to ever work with. Disrespectful and condescending owner. AHS issue never fixed now they refuse to return my call after taking my money. No one should ever call them for service. It’s been three months with no resolution to a leak in a shower now they’ve left me with a non working shower, out $75 and a complete waste of my time. Owner should be ashamed of himself.
Thanks guys for your reviews. I was on a call with American Home shield for a broken faucet and she gave Tom Melton as the service with excellent records. On seeing these reviews, decided, it is not worth calling for a service and pay upfront $100/- and be in the same situations as you guys have been. I have called my service call and go ahead and call a plumbing service guys who have a better service record. I am planning on cancelling AHS contact. I have been paying almost $65 per month for the past 2 years and it is waste of my money and time.
I am too aggravated to even talk about it, but we had a very similar experience with HSA and Tom Melton Plumbing. Suffice it to say that it has been over a month and the issues are still not fixed. Eventually we decided to just get someone on our own to fix at least some of the issues, and paid for it ourselves. For us, it has been a waste of time, money and effort to deal with HSA (and Tom Melton Plumbing)
Tom Melton plumbing Should I say again Should not be Allowed to be the plumbing contractor for AMH THIS IS A [censored] COMPANY they do Not Reply to voice mails nor Emails DO NOT DO BUSINESS WITH THIS COMPANY PERIOD PLEASE LOOK UP THERE REVIEWS !
I had the same experience with AHS and Tom Melton Plumbing. Tom Melton Plumbing thinks all broken stuff works as designed. They are not professional, one plumber said he is going to get another faucet to change the broken one and never showed up. Another one thinks that a shower faucet on the cold giving hot water is working properly. They have no clue what to do and they don't want to do any work.
Non-Service was performed 08/03/2020 and they came back after placing a recall on their work on 08/07/2020.
VERY FRUSTRATED AHS customer!
I have the same problems with American Home Shield and Tom Melton Plumbing Services. I called AHS on 5/26/20. They assigned the complaint to Tom Melton. On 5/27/20 they came out, took photos, did a water pressure test, and state they would send the data to AHS that day.
On 6/5/20 I called Tom Melton with no answer.
On 6/5/20 I called AHS and stated the problem. They said they did not receive a report back from Tom Melton and they needed that to move ahead. They called, emailed Tom Melton with no response.
On 6/11/20 I called AHS again. Again same response. They did report it to Contractor Relations and I was suppose to get a response from them. Nothing to date.
On 6/12/20 I called AHS again. Again they stated needed report from Tom Melton, called him, and no response.
On 6/15/20 I called AHS again. Again repeat of above situation. I tried to call Tom Melton and was hung up on 3 times. I was able to leave a phone message after calling 5 times.
This is going on for 4 weeks, no hot water, leaking, other damages. What is going on? Is this a scam?