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American Home Shield Corporation [AHS] / failure to provide a plumber and unethical behavior

1 860 Ridge lake Blvd., Memphis, TN, United States

We experienced a leaky toilette in the home we recently purchased. The water was coming from under the toilette and damaging the floor. After waiting on hold for over 50 minutes, we were finally connected with a customer service Rep who assigned us a work number and told us that the vender would contact us within 48 hours. Over 48 hours later, we still didn't hear from them and called them once again. After waiting over an hour, I talked with a Customer Service Rep. who asked me if I tried to call the plumber they provided me with. I said, no, I was told that they would contact me. The Rep. told me that she would call them and put me on hold once again. After 8 minutes. she got back on the phone and told me that she couldn't reach them either. She told me that AHS would cancel that work order, run my credit card again, and reach out to another vender, and that if I didn't hear from them within 4 hours for me to call them back again. After waiting for over 4 hours without hearing from them, I called back and was on hold for over an hour. This time I was informed that they scheduled the exact same vendor that was cancelled and that they would contact me within another 48 hours, because the first one was cancelled. When I complained I was told that they can supply me with a work order to give to a plumber of my choice, but I had to follow their criteria. The plumber must be licensed, have workers compensation insurance, have automobile insurance, and that at my expense, they would have to come out and asses the job and before completing the work call a number that American Home Shield supplied me with to get authorization, and that if American Home Shield deemed the work warranted, then they would start reimbursement procedures. When I told the Customer Service Rep. that no plumber would be willing to wait on hold as long as AHS requires, she assured me that the venders wait wouldn't be nearly as long as the customer. She said that they would get right in to a representative. I called the number that was provided for me to give the plumber, and the wait time to talk with a representative was over an hour. I have all of this recorded on my phone. I am going to do whatever I possibly can do to see that this company is held accountable. At the very least, they owe my money back that I put out on this worthless warranty. It's not worth the paper it's printed on

Jan 4, 2019

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