American Home Shield
Furnace outage on Friday, service order never faxed, wrong repair company called

For the fourth time in a year, our furnace has gone out. The three other times it has gone out the problem has been the thermocouple. So this time I replaced it myself, and this did not fix the problem.

Now comes the problem, it happens to be Friday at 4:30 P.M. when we call American Home Shield. They take the information and tell us that if we haven't heard anything in two hours to call them back. After two hours and no phone call we call them back and they tell us that they were unable to contact anyone.

On the contrary, we called the company that they usually send out, and they had not been called, and we were told that if AHS were to call them and send a fax we could get it fixed "today" (which is Friday). We called AHS back to tell them what the company said, and after holding for 45 minutes, the company was closed. We were assured by the AHS rep that they would go ahead and fax the service order to the repair company.

We called the repair company Saturday morning to find out if the order had been faxed, (Can you believe) indeed it had not. After numerous calls to both AHS and the repair company, we thought we had it settled that this repair company was scheduled to come and repair our furnace. I get a phone call from another repair company to schedule the repair. Confused I called AHS and They told me that I must use this repair company instead of the first one.

The end result was this other company came to the house, and fixed the furnace (I think, he put another thermocouple in *the fifth one in a year*). I had to call the other company and tell them that they were not going to be the one to service my furnace. I'm not entirely confident that the pilot will stay lit for more than a week.

After having a customer support rep hang up on me after getting smart mouthed, a supervisor treat me poorly, and the contractor get mouthy with me when he called, I'm not real happy with AHS.

I could have spent the money I paid for the warranty for the one repair, and probably would have gotten it done right if I could have just chosen my own HVAC company.

I would never recommend this company for home warranty coverage.

Company: American Home Shield
Country: USA
State: Iowa
City: Carroll
Phone: 8002474749
Site: ahsservice.com

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