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American Home Shield / don't use them

1 United States
Contact information:

This is the complaint I just sent to the bbb:

on 06/26/08 ahs sent out pipe down services to my home to repair my water heater and leaking faucet in my master bath tub. The service tech "Rick" looked at the water heater and the faucet and came back with a list of "extra" charges that ahs doesn't cover. He said as soon as I wrote him a check for $675.00 he could get started on the job. In 2000 I had the water heater replaced. I paid the tech the $35.00 house call fee and the water heater was replaced. Rick said I had to bring the water heater up to building code. I understood this and told him I would get back to him. After spending the afternoon doing some research I found that pipe down services was a little pricey on their extra charges. Even if I needed some of these extras, I found these parts and permits for $98.22. This was if I purchased the most expensive parts that Lowes and home depot had to offer. What I found most interesting was that by just looking at the master bath faucet, he determined that the valves had to be replaced. I guess Rick has x-ray vision.

While Rick was in my home, ahs called me to go over the extra charges. I told them I thought that the extra charges were over inflated. I was then referred to the buy out department and they said someone would get back to me in 24 hours. Several days later someone from the buy out department called me and offered me less than $250 to replace the cost of the heater. After checking at Lowes and home depot I knew the cost would be between $239 and $350 and this would not include parts and labour. I was told this was my only option. I then called your customer service department and asked for a different service company to come out to my house. I was refused. They said my only options were to pay $675 to pipe down services to do the work or take the money that the buy out department offered me. I then spoke to the customer service manager who would only tell me his name was “Ed T” and he said the same thing.

I do not want pipe down services in my home again. This man displayed his plumber’s crack proudly each time he bent over. While I was on the phone with ahs he stood by me reading sensitive papers on my desk. I will purchase the parts out of my own pocket to bring the water heater up to building code although I don’t believe half of them are necessary. After speaking with several plumbing companies, I was told that unless the leak was coming from the top of the tank, they would not have to be replaced. I also found out that unless the tech had looked behind the bathroom tile, there is no way he could have known that the valves had to be replaced. Please contact me immediately so that we may resolve this ongoing issue.


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