- Report: #390417
Complaint Review: American Home Shield - Carroll Iowa
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American Home Shield
Unless You Consider Servicemaster Carroll, 38120 Iowa, U.S.A.
Phone:
800-827-4636
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American Home Shield - AHS slow service and now possibly irrepairable "Placebo Insurance for Home Owners" Carroll Iowa
Our first experience started this summer when our central air conditioner quit working. In the end, it was a simple blower fan relay problem on the furnace. It took two months to repair. To start that part of my story, American Home Shield sent out their representative repair company named "AAC"(initials only). Let me tell you - they are nothing about comfort. An appointment was scheduled a week later.
The first technician looked at the furnace and reported the blower motor was broken, and the bearings were probably shot. He would "have to check" but they would probably have to replace the whole furnace since it was an older furnace. It was decided by the technician and reported by the repair company to American Home Shield that a new fan motor and fan cage could not be found. AAC stated they were given the go ahead to replace our entire furnace, but nothing happened for 3 weeks. The house is 90 degrees all day and our granddaughters are here for the summer.
My husband took it upon himself to do some basic testing and found all that was wrong with the fan motor was a defective relay. He called the repair contractor and the Home warranty company to report this information. Another service call was scheduled. A week later AAC sent out another technician, who agreed with my husband that the relay was the problem, and it was decided to order a relay for the furnace. It saved American Home Shield money, but gave us more aggravation, because everything moved so slowly. The new part finally arrived and a different technician came out to make the repairs. After clipping every wire near the vicinity to install it, he left reporting it was repaired. My husband came home, tested it and inspected the work - only to find the wrong relay part was installed. As a result, the blower motor ran all the time. The new part was extremely hot and was now a potential fire hazard.
Yet another call was place to American Home Shield along with an email that no one can find. My husband also called AAC to explain the correct part required. Another two weeks go by. AAC stated they could not find the part. So my husband found the part locally and reported to AAC by phone where they could obtain it. Another five days go by without contact from them, so my husband calls to check on their progress. AAC replied to him that "$120 for part was too expensive". He was furious at the lack of contact and resolve.
It was then 5 weeks without air conditioning. After complaining many more times by phone to American Home Shield, AAC finally obtained the correct part and finally scheduled another appointment - only a week away - as everyone has air conditioner problems. This time my husband took off work to meet with this last "technician" which was the original technician, He showed him the problem with the original replacement relay and why it wouldn't work electrically. Following every step, he verified the installation was done properly. This whole process from beginning to end lasted over two months - through the heat of this past summer. Well, everyone can make a mistake, right? Well, the mistake was mine.
I should have abandoned the whole service right there, but inconveniently, my GE microwave/convection Combo Oven stopped convecting. I love my oven especially the convecting part and it saves on electricity, too. It started on Sept 3, 2008, and the call was put into American Home Shield. An automated email was sent - and much to our chagrin the email reported "AAC" was our destiny.
At first I didn't want to use them again, but it seemed like they were on the same wavelength as my husband. I figured I should let them have another chance - they couldn't screw up as bad as they did with the air conditioner/furnace. Well, was I wrong. They came out Sept. 10th, agreed it was broken, took my $55 service fee, and left in 5 minutes stating they would order the parts. Week number one.
It's November now. Six trillion dollars are lost in the American economy, gas has gone from $4 a gallon to $2, and I've made 5 complaint calls to American Home Shield. AAC finally called last Friday and came out today to "fix" it. Well, they broke it even more and then left it. We have pleaded throughout these two months with American Home Shield to help, we've called American Home Shield every Tuesday and Thursday since the beginning of October. We've contacted the "Contract Relations Dept." with American Home Shield. That did get something going - they finally called last Friday and scheduled an appointment for today. Today the technician arrived, opened the oven unit, cut a bunch of wires to remove and spliced/bandaged the installation of a replacement part that did not properly fit, and was not original to the oven.
During technician testing, I reported it was heating the wrong elements. The convection bake setting on the oven was heating the bottom element which it never did before. Unfortunately the convection element was hidden from view so I could not immediately determine if it was operating properly. Although I stated my concerns, the ACC technician reported "I've replaced all the parts. The oven is working. I've done all I can do, call up American Home Shield and b|+ch to them" and ran away with all the old parts.
After testing the oven myself with some simple baking I could easily determine it was not operating properly, the only thing convection did was spin a fan. My husband verified this when he came home from work - and as it turns out the element never heats up.
One more time I call American Home Shield. Their customer service reported they would have to send the technician back out there to "verify" it was not operating, even after reporting what the technician told me. American Home Shield wants to hear this from the technicians own mouth what he did and said. He was supposed to call them back when he got to the office after doing rounds, guess what? He didn't call them. American Home Shield has attempted to call them at 10:00P at night. The person named Chris said that the part probably broke again after he left, so AAC is going to have to come out and do this service call. They were going to send this same person out again to break it even more.
The next day, AAC said "there was nothing more they could do, GE sent out the wrong part and ACC sent into American Home Shield a request for an Authorized GE repair person to look at it, or replace our stove. Essentially ACC washed their hands of it, but they did bring back the old parts.
Well on Nov 8th, 2008, A GE authorized repairman came out and assessed the situation, and stated that they would get back with American Home Shield on the following Monday. American Home Shield sent another automated email, stating another company would be coming out. Didn't say why, so I called American Home Shield spoke with Phyllis(who I might add, is the only person that has bothered to contact us back), she stated that the company that looked at the oven on Saturday would not touch it, due to the fact that the person that installed the wrong, clipped all the wires inside the unit. I told Phyllis at this time I'm requesting GE people, and asked if this new service company was GE certified, she called them and they said, that they don't even service my area. So now the hunt is on for a GE authorized repair person to fix my oven for the holidays.
On Nov 11th, 2008, I contact American Home Shield to find out if they found someone, their representative told me they had 36 hours to find someone, and if they couldn't they would ask us to find a repair company and they would pay the charges. Ha ha, now tell me do you believe that??
I called back to American Home Shield later that afternoon and gave them the number to GE Service Repair. Our problem is, if someone besides GE fixes the oven at this point, and God forbid our home burns down because of that oven, our homeowners insurance can say, "we're not covering your losses because you didn't use an authorized repair person."
Now what are we to do? If GE won't touch it, what can we do? Thanksgiving is in 15 days.. We've been faithful and paid on this warranty for several years, we even have Terminix as our termite control. I need some kind of action, so if anyone else can help, I would appreciate it greatly...
Lostpet
Cumming, Georgia
U.S.A.
Click here to read other Rip Off Reports on American Home Shield
The first technician looked at the furnace and reported the blower motor was broken, and the bearings were probably shot. He would "have to check" but they would probably have to replace the whole furnace since it was an older furnace. It was decided by the technician and reported by the repair company to American Home Shield that a new fan motor and fan cage could not be found. AAC stated they were given the go ahead to replace our entire furnace, but nothing happened for 3 weeks. The house is 90 degrees all day and our granddaughters are here for the summer.
My husband took it upon himself to do some basic testing and found all that was wrong with the fan motor was a defective relay. He called the repair contractor and the Home warranty company to report this information. Another service call was scheduled. A week later AAC sent out another technician, who agreed with my husband that the relay was the problem, and it was decided to order a relay for the furnace. It saved American Home Shield money, but gave us more aggravation, because everything moved so slowly. The new part finally arrived and a different technician came out to make the repairs. After clipping every wire near the vicinity to install it, he left reporting it was repaired. My husband came home, tested it and inspected the work - only to find the wrong relay part was installed. As a result, the blower motor ran all the time. The new part was extremely hot and was now a potential fire hazard.
Yet another call was place to American Home Shield along with an email that no one can find. My husband also called AAC to explain the correct part required. Another two weeks go by. AAC stated they could not find the part. So my husband found the part locally and reported to AAC by phone where they could obtain it. Another five days go by without contact from them, so my husband calls to check on their progress. AAC replied to him that "$120 for part was too expensive". He was furious at the lack of contact and resolve.
It was then 5 weeks without air conditioning. After complaining many more times by phone to American Home Shield, AAC finally obtained the correct part and finally scheduled another appointment - only a week away - as everyone has air conditioner problems. This time my husband took off work to meet with this last "technician" which was the original technician, He showed him the problem with the original replacement relay and why it wouldn't work electrically. Following every step, he verified the installation was done properly. This whole process from beginning to end lasted over two months - through the heat of this past summer. Well, everyone can make a mistake, right? Well, the mistake was mine.
I should have abandoned the whole service right there, but inconveniently, my GE microwave/convection Combo Oven stopped convecting. I love my oven especially the convecting part and it saves on electricity, too. It started on Sept 3, 2008, and the call was put into American Home Shield. An automated email was sent - and much to our chagrin the email reported "AAC" was our destiny.
At first I didn't want to use them again, but it seemed like they were on the same wavelength as my husband. I figured I should let them have another chance - they couldn't screw up as bad as they did with the air conditioner/furnace. Well, was I wrong. They came out Sept. 10th, agreed it was broken, took my $55 service fee, and left in 5 minutes stating they would order the parts. Week number one.
It's November now. Six trillion dollars are lost in the American economy, gas has gone from $4 a gallon to $2, and I've made 5 complaint calls to American Home Shield. AAC finally called last Friday and came out today to "fix" it. Well, they broke it even more and then left it. We have pleaded throughout these two months with American Home Shield to help, we've called American Home Shield every Tuesday and Thursday since the beginning of October. We've contacted the "Contract Relations Dept." with American Home Shield. That did get something going - they finally called last Friday and scheduled an appointment for today. Today the technician arrived, opened the oven unit, cut a bunch of wires to remove and spliced/bandaged the installation of a replacement part that did not properly fit, and was not original to the oven.
During technician testing, I reported it was heating the wrong elements. The convection bake setting on the oven was heating the bottom element which it never did before. Unfortunately the convection element was hidden from view so I could not immediately determine if it was operating properly. Although I stated my concerns, the ACC technician reported "I've replaced all the parts. The oven is working. I've done all I can do, call up American Home Shield and b|+ch to them" and ran away with all the old parts.
After testing the oven myself with some simple baking I could easily determine it was not operating properly, the only thing convection did was spin a fan. My husband verified this when he came home from work - and as it turns out the element never heats up.
One more time I call American Home Shield. Their customer service reported they would have to send the technician back out there to "verify" it was not operating, even after reporting what the technician told me. American Home Shield wants to hear this from the technicians own mouth what he did and said. He was supposed to call them back when he got to the office after doing rounds, guess what? He didn't call them. American Home Shield has attempted to call them at 10:00P at night. The person named Chris said that the part probably broke again after he left, so AAC is going to have to come out and do this service call. They were going to send this same person out again to break it even more.
The next day, AAC said "there was nothing more they could do, GE sent out the wrong part and ACC sent into American Home Shield a request for an Authorized GE repair person to look at it, or replace our stove. Essentially ACC washed their hands of it, but they did bring back the old parts.
Well on Nov 8th, 2008, A GE authorized repairman came out and assessed the situation, and stated that they would get back with American Home Shield on the following Monday. American Home Shield sent another automated email, stating another company would be coming out. Didn't say why, so I called American Home Shield spoke with Phyllis(who I might add, is the only person that has bothered to contact us back), she stated that the company that looked at the oven on Saturday would not touch it, due to the fact that the person that installed the wrong, clipped all the wires inside the unit. I told Phyllis at this time I'm requesting GE people, and asked if this new service company was GE certified, she called them and they said, that they don't even service my area. So now the hunt is on for a GE authorized repair person to fix my oven for the holidays.
On Nov 11th, 2008, I contact American Home Shield to find out if they found someone, their representative told me they had 36 hours to find someone, and if they couldn't they would ask us to find a repair company and they would pay the charges. Ha ha, now tell me do you believe that??
I called back to American Home Shield later that afternoon and gave them the number to GE Service Repair. Our problem is, if someone besides GE fixes the oven at this point, and God forbid our home burns down because of that oven, our homeowners insurance can say, "we're not covering your losses because you didn't use an authorized repair person."
Now what are we to do? If GE won't touch it, what can we do? Thanksgiving is in 15 days.. We've been faithful and paid on this warranty for several years, we even have Terminix as our termite control. I need some kind of action, so if anyone else can help, I would appreciate it greatly...
Lostpet
Cumming, Georgia
U.S.A.
Click here to read other Rip Off Reports on American Home Shield
3 Updates & Rebuttals
Lostpet
Cumming,Georgia,
U.S.A.
Finally almost 4 months later, "My new oven found my home."
#2Author of original report
Sat, December 06, 2008
I would like to let you all know, that with persistance and a lot of aggravation my new oven was installed on 12/04/08. That would almost make it 4 months to the day my convection part of my oven quit working. The only thing I can say now, is that if any appliance should go down again, I will ask for the authorized dealer to work on it, I will definitely insist. Good luck to you all with AHS, I hope you get the results you need, and the have the perseverance and determination to make them do the right thing.
Lostpet
Cumming,Georgia,
U.S.A.
Oven Update AHS is replacing it!!! 11/18/08
#3Author of original report
Tue, November 18, 2008
I spoke with Jane at AHS Replacement appliances. They gave the model that almost exactly matches my current oven. I left the details to my husband, and it was ordered yesterday. It includes a professional installation from a GE authorized technician. They attempted to send out the company "ACC" to install it, my husband said, "oh no you're not, they are the ones that clipped all the wires and made it where GE technicians wouldn't touch it." It won't be installed by Thanksgiving, which really is upsetting, but hopefully by Christmas, I'll let you know what day this is actually all resolved. I do not wish these problems on anyone, but maybe this blog will give you names and ideas to use against AHS in your fight to make things right.
Lostpet
Cumming,Georgia,
U.S.A.
AHS Oven Blog Update 11/15/08
#4Author of original report
Sat, November 15, 2008
On 11/12/08, I called AHS, I spoke with a nice representative named Meredith, who also spoke with her supervisor and passed this whole mess to Customer Relations after I essentially said no to outsourcing. Meaning I find a GE technician and pay them and AHS will reimburse me. I told them that's not in the contract, but in that contract AHS has the right to refuse payment for a fix that was not authorized and they also have the right to pick the repair service that comes to your home. I know after ten weeks and only two representatives calling me back that I'm probably not going to get a authorization in writing. She told me someone would get back with me in 24 hours. In the meantime, I sent emails to Consumer Reporter's in Memphis and Atlanta, I also file a complaint with the Better Business Bureau, and contacted Clark Howards Consumer Aids, who suggested I get in touch with The Georgia Consumer Affairs and The Federal Trade Commission, those two I hadn't done yet. On 11/13/08 I recieved a phone call from Servicemaster, and spoke with a nice person named Kathy, she gave me her phone number, told me her hours when she would be there, and I was from now on to deal with her. She tried to find her way through the mess, and after telling her everything I encounter, she was very apologetic. I was on the phone with her for almost 45 minutes. She also mentioned the outsourcing and I also stated that is not in the contract and after 10 weeks, I wasn't going to do it. She stated, "let me look into it a little more and see if I can find you a authorized GE repair technician." We left it at that. On 11/14/08 My husband recieved a phone call from Kathy, she gave my husband the number to Servicemaster Appliance Options for Replacement, and when I returned home I found a message from Servicemaster Replacement Option. So I won't know how this will work out, but I'll keep you updated. If anyone has gotten this far, please give me any tips you can. Only 12 days until Thanksgiving..
