To whom it may concern:
i am cancelling my american home shield policy because i am completely dissatisfied with the service of your company for this past year. I have repeatedly contacted your company regarding repairs to my range exhaust fan, refridgerator, and bathroom fans. All repairs began in may. I have listed all events by chronological order so that outside parties, usacomplaints.com, and the better business bureau can follow the chain of situations as they occurred.
May 2- service call for bathroom fans, r&r electrical allstar assigned for service. After removing fans and inspection, service rep said that the fans were old and they run extremely loud and clang, and that is normal. He tried to clean and oil to remove some sound, as you can't carry a conversation they are so loud and clang. They were somewhat better for a couple of days, to date, one does not work at all and the other sounds like a jet engine that is broken. Service rep collected $55 service fee by visa credit card. Chase contacted me the next day that my visa card had been compromised with several unauthorized charges. It was tracked back to the charge for the service fee as the initating event when my cc number was stolen. I had to cancel that visa and dispute the unauthorized charges. I notified ahs of the situation for future reference regarding that repair service, and was told that for future service calls to have them charge the $55 service fee back to ahs and i could pay ahs directly.
May 5- service call to repair refridgerator and range exhaust fan, l&r appliance assigned for service. Refridgerator did not stay cold and fan did not work. Fridg was checked out and rep determined that the door cams needed replacing, and while she was checking the thermostat device she broke a plastic flap that regulates the flow of cold air from the freezer into the fridge. So, all parts were to be ordered, she adjusted the door as best she could. The fan would need to be replaced since the motor was bad, and that would have to be ordered as well.
By the next day my entire fridge was 10 degrees in both freezer and fridg since the flap thing was broken, that wiped out most of the food i had inside. I called the service company and explained that i would be leaving the home on may 21 and repair would need to be done by then as i would be out of town until november. It was explaned that they were waiting on parts and that they would try to get that done. That did not happen, so on may 21 i unplugged the fridge and left for my trip. L&r appliance, christine, told me that when i returned to call and they would surely have parts by then and come to repair all.
November 5- returned to home, called l&r appliances for repair and was told that ahs had required them to return the parts to the manufacturer as they cannot hold them for over 30 days. Appointment was made for november 10 to repair.
November 10-serviceman from l&r appliance shows up for repair with no parts, stated he didn't know anythng about the past situation. While he was here i phoned l&r appliance and was told that they couldn't find the old paperwork to order the parts for the fridge and that he would need to re-do everything. He wrote down some numbers and looked over the fridge, but he claimed he did not have an order to look at the exhaust fan. When he left i called ahs and l&r about exhaust fan and the service man did come back (two more times that day) to get the serial numbers and measurements for parts. He also wanted to collect $55 for the repair, and that required yet more phone calls to ahs to correct that.
November 26-service appointment was made by l&r for a recheck of the fridge and exhaust fan. This time the original service rep, margie, showed up and couldn't believe this repair was still ongoing! She once again recorded the measurments, part numbers, and serial numbers of both items to be fixed, and said that she was supposed to ask for the $55 service fee. She did happen to have the original workorder from may that showed the service fee had been collected, however it did require that we call ahs that day and correct it for her company. Since the parts have yet to be ordered i once again explained that i would be leaving for the holidays december 19 and hopefully a month would be enough time to complete the repairs.
December 4- i called ahs and spoke to cammie regarding the status of the ongoing repairs, reminding her that i would be leaving for holidays december 19. She said the parts should be in at l&r by the first of the week.
December 11- called ahs as i had not received word from l&r appliance regarding the parts arriving, or an appointment scheduled. I was told that some of the parts were there and they were waiting on exhaust fan approval for repair. I told them that i would appreciate it if someone could bring the parts for the fridge and please fix it! Ahs told me that l&r would be doing the repair at the first of the week after a lengthy conference call between all parties.
December 18- i still have no word from ahs or l&r appliance regarding the status of repair. I called ahs and was connected to evelyn at ext 1918 customer complaint research. She contacted l&r who claimed the parts were delayed further and in truth they were not delivered as previously discussed and that they had them now so they would come right away to repair the fridge only, exhaust fan would have to be replaced and they had not been authorized to order a new one. After we all got off the phone together, l&r appliance, christine, called me back and said that they could not come for the repair to the fridge until
December 22 period. I explained once again that i would not be here to have repair done and i was not going to arrange for a friend to be here for the repair considering the history of this situation, and it was the holidays so everyone was busy. I arranged to phone her when i returned from the holidays and a planned surgery on january 5.
January 22- i returned home and phoned l&r and parts were still there, and the appt was scheduled on january 28 for repair to the fridge. The fan was still being researched.
January 28- l&r margie showes up for fridge repair. After installing all the parts she showed me that the door was actually bowed a little and she tried to adjust it some, but it still scrapes the door frame in one spot. She explaned that she would record that, and that was all she could do. She also said to continue to follow-up on the exhuast fan to get that replacement done.
February 2-i called ahs and was informed that the range exhaust was being sent to the home and that the installer had finally been assigned and they would be contacting me for an appointment. L&r appliance, sandy called later in the day to say that they had been assigned the install and when the exhaust fan arrived to call for appointment.
February 5- i called ahs to confirm that exhaust fan has been ordered. It had not been ordered and they were confused as to why an installer had been assigned when no fan is coming. I spoke with meredeth, who explained that she would look into the matter and get back with me.
February 9-i called ahs and spoke with philip, he explained the same information that i got february 5, and that he couldn't figure out what was going on with the situation. I told him that i wanted to cancel my policy because i this has been going on far too long and is ridiculous. He gave me the address and fax number and said that everything had to be in writing, he could not cancel anything over the phone.
Today, february 10. I have beeen a loyal and continuous customer of ahs since 1997. Prior to 2008 the service has been just as promised. This past year has been a nightmare of uneccassary stress and frustration over these repairs. I have taken numorous days off from work to be here for repairs that never happened. I have spent time and money on the phone to work situations out to some conclusion. I have had my credit card compromised by a service company that you authorized to come into my home. I have thrown out food repeatedly over the past year. I have one bathroom fan that will not come on at all, one bathroom fan that is annoyingly loud. No range exhaust, and a fridge that is holding a constant tempurature, but the door sticks and scrapes each time it is opened.
I am requesting a full refund of my monthly service premiums of $39.05 that have been paid since may. That total would be $429.55. I am also requesting a full refund of the $55.00 per service fees for the repairs that have not been done satisfactorily. That total would be $165.00. I realize that your policy states that i am not entitled to the expenses of my time, phone bills, loss of wages, food spoiledge. Frankly i think that is unexceptable in this case.
Your prompt response would be appreciated in this matter. I am sending copies of this complaint to the better business bureau and usacomplaints.com for there help in this matter.
Rebecca
Orlando, Florida
U.S.A.
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