American Home Shield
Plumbing contractor missed recall visit, refused to assign another

American Home Shield is one of the worst companies I have ever dealt with in terms of customer service. They have no concern for the customer and no desire to ensure that you receive services from a quality contractor.

My most recent problem with them began two weeks ago, when we experienced overflow problems from our laundry drain. We were assigned a company, Payless Sewer and Drain, that couldn't come out for four days. Asking for a different contractor was to no avail. When the plumber arrived, he took our $45 service fee, but literally did nothing except run our washing machine a few times on the pump-out cycle to prove that water was flowing and we didn't have a clog.

When we pointed out that the problem occurred when using detergent, his only explanation was that maybe we were using too much soap. Since then, of course, several plumbers have told us that this could be a partial clog, a venting problem, or other issue. Needless to say, it was a waste of time and money, and the problem still occurred.

So, I called AHS to complain. They wouldn't send a new contractor (my preference), but instead assigned the same company for a recall visit. Once again, this contractor wasn't available for several more days, so we again had to wait.

Today, September 14, was the scheduled day for the recall visit. I took off the afternoon from work to make sure I would be here when the plumber arrived. We were promised the 2:00 P.M. 4:00 P.M. Slot. At 3:15 P.M., I received a call from Payless Sewer and Drain, stating that they are running behind and won't be able to make it today. I asked them if they could simply come later but no, there surely won't work late! In any event, they wanted to postpone for a couple of days.

I called AHS to complain about this situation and demand a new, more professional contractor. I was expecting some understanding from AHS, given the situation, but I was sure disappointed. Their customer rep said, I don't see the problem they told you that they were running behind, right? Can you imagine the nerve? Obviously my time isn't very important and either is the fact that I took off from work to be here for the plumber! I asked if she understood what I was saying that they weren't coming at all and she said, yes, she did. And she actually had the gall to say, Sometimes things just happen. She flatly refused to assign another contractor unless I was willing to pay another $45!

I then asked to speak to her supervisor, Marie Wertz, still clinging to some hope that AHS operates with some kind of customer service orientation. Wrong again! The supervisor simply confirmed that the contractor was running behind schedule, and to try to squeeze us in might throw off other scheduled appointments tomorrow. (Why it is okay to cancel our appointment, but not other customers is an interesting question but maybe it's because AHS doesn't reimburse very well?).

Anyway, the manager offered absolutely no alternative solution. She refused to waive the $45 fee for another contractor, and said that we had no choice but to accept whatever the next available appointment is from Payless Sewer. In sum, absolutely awful customer service! They simply do not care. My hope, though, is that once enough customers experience problems with AHS, they will either go out of business or be forced to reform.

Company: American Home Shield
Country: USA
State: Iowa
City: Carroll
Address: P.O. Box 849
Phone: 8008274636

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