On feb 25 we called american home shield to schedule service on a refrigerator that was not cooling. We explained to the customer service rep that we needed to get this fixed asap as all the food in the refrigerator would be spoiled as we did not have an alternate cooling system in the house. She advised us that she would call a contractor and that he would be in touch with us the morning.
The next morning we called the contractor. We contacted the contractor because he never called us and were told that he wouldn't be able to come until about 300pm. I asked if they could come any sooner as the food was spoiling and the freezer was not working at all and I was told no they were to busy their schedules were very full.
Well the contractor finally came about 3;30pm and he has no parts to fix the refrigerator. He left and told my husband he would be back the next morning because the company he works for is about an hour and a half from my house. So now we call american home shield back to see if there is another contractor that can fix the refrigerator and we are told no everyone is booked we can't possibly get anyone out there until thursday.
Now since this is Tuesday I try to explain to the agent that we really need someone quickly and he tells me there is nothing he can do until the repairman calls in the work order. So now we call the contractor back and his office tells me they can't do anything until he calls in. As you can see we are getting no where.
So now its wednesday morning and the contracter still has not called so we call him and he tells us we had to order the part it will be 3 -5 working days before we will be able to fix the refrigerator. Well needless to say at this point I am not happy so back to american home shield another agent explain the story again gee I'm sorry theres really nothing I can do everyone is busy but I'll let you speak to a supervisor.
Just a bit of info this is a sears refrigerator and after
the contractor told me that he really couldn't help me and
because I can't be refrigeratorless for the next 3-5 days
I now call sears. Sears tells me that they can sell me the
part to fix the refrigerator its a relay switch I can come
down to the parts center to pick it up its in stock. Since I am not a repairman I can't do that but I start to think if I can buy the part today how come its taking the repairman a week to get this part.
So I call back american home shield and I speak to a
supervisor who I think may try to help me she offers to call the contractor and tells me the exact same thing that
the contractor told me they had to order the part 3-5days
they will be able to fix it. I now tell her I could buy this part myself if I can get it why is it taking the contractor all this time to get the part no answer on that one.
She does remind however that it is not their fault that the contractor does not have the part and no they cannot send someelse out to the house because no one is avaiable.
Well At this point I told her to cancel everything because
Sears had told me that they would come out right away to
fix the refrigerator. I told her this and she said well
is the refrigerator under warantee no I said its costing me 82.00 for the emergency service charge plus the repair
but the point is they are able to get to my house asap.
So I pay american home shield 458.00 a year for this contract and I end up paying Sears 152.00 to fix the refrigerator that is supposed to be covered by the contract. If thats not a rip I don't no what is.By the way I did ask the supervisor if they would let me submit this bill and repay me for the money I spent to get the refrigerator fixed ok we all now what that answer was!
The amazing thing is that thru all this I really don't think that anyone at american home shield even tried to do anything to help me.
In a customer service industry there is always way to accommadate the customer even if some of the rules
are broken along the way. I know this first hand as I work
in the airline industry in customer service. The word can't should not be in a csr's vocabulary.
I should also tell you this is not the first problem
that I have had with american home shield you ought to hear my air conditoner story!
Gail
kingwood, Texas
U.S.A.
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