This is the second time we have attempted to use our warranty to no avail and had to get our own plumber. Our plumbing backed up completely, leaving us without toilets and water for a family of seven. Raw sewage was coming up creating a very unsanitary and potentially unsafe enviroment for small children.
I called this morning at 7, advised of the problem, said to call back in an hour. When I called again, they assigned us to a plumber over an hour away from where I live, who could not come out until tomorrow afternoon. I called back, advised them of this, was told they will try to find someone else, call back. I called back, they never changed the order, had us with the same guy, the call had NEVER been escalated to emergency. The woman said she would make it a priority. I called back, the call still was not escalated and was advised they would make it a priority. I am on the phone now with them again, still nothing.
This is the same thing that happened to me over the weekend. There was no reason they could not have gotten a plumber out. I contacted a local place, over the weekend, who came within the hour. I also called them today and they will be here this afternoon. They do not do what they are supposed to do.
I had American Home Shield at our other house, and NEVER had a problem. I have filed a complaint with the BBB over the weekend, and will file another today. I am going to have to pay for services covered under the warranty again out of pocket. I was also told they do not reimburse for services you hire people for. I have never dealt with such a low end company before. I am going to cancel my policy as I can see it is useless to have.
Lisa
Mesa, Arizona
U.S.A.
0 comments