- Report: #8417
Complaint Review: American Home Shield - Lawton Oklahoma
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American Home Shield
Lawton, Oklahoma, U.S.A.
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American Home Shield poor customer service frustrated *UPDATE
We had a severe winter storm hit our area on 27 November. Our home has 2 heat pumps. One for upstairs and one for downstairs. Our downstairs heat pump stopped working and the auxillery and emergency heat kicked in. On 28 November, I sent a workorder request to American Home Shield explaining the problem. I received a prompt email response stating that DUTIL would come and look at the heat pumps.
The only source of heat we had was a fireplace. We had to get up all night long so to ensure the pipes would not freeze and a fire did not start from the fireplace.
On 29 November, I called DUTIL and was told this was no longer a good number. Due to where I work, I could not use a phone. When I got home, I called American Home Shield and relayed the problems we were encountering with DUTIL. I asked the representative when the service personnel were to call us bac. She relayed within 2-4 hours. The representative but me on hold and came back and told me that DUTIL no longer does this type of service.
I was then referred to Art Plumbing and Heating. Again another night of no sleep due to below freezing conditions and no heat. I called Art Plumbing and Heating on 30 Nov. The service person told me he relayed to American Home Shield the night before that they could not do it as their heating technician had the flu.
I called American Home Shield again and talked to a supervisor by the name of Missy. She said they could not find a technician and I asked what were we supposed to do. She said there was nothing we could do. Missy called back at 2:15 p.m. and said another company accepted our work order. I called this company and made arrangements for them to come to the home. They were to be here at 5:00 p.m. I had to leave work early to ensure that I was here. It now is 6:45 p.m. and no one has shown up.
We have 4 kids and have had little sleep. We have had to use the majority of our firewood to keep the downstairs somewhat warm so our pipes would not freeze and we would not freeze.
This is the 5th time that we have had the same problem with our heat pumps. Everytime, we run into the same problems with American Home Shield. The customer service is a lot to be desired, and Missy acted as if she did us a favor! I am frustrated on getting on the phone with American Home Shield over the same problem. The waiting time is 20-30 minutes each time and get the same run around.
The only source of heat we had was a fireplace. We had to get up all night long so to ensure the pipes would not freeze and a fire did not start from the fireplace.
On 29 November, I called DUTIL and was told this was no longer a good number. Due to where I work, I could not use a phone. When I got home, I called American Home Shield and relayed the problems we were encountering with DUTIL. I asked the representative when the service personnel were to call us bac. She relayed within 2-4 hours. The representative but me on hold and came back and told me that DUTIL no longer does this type of service.
I was then referred to Art Plumbing and Heating. Again another night of no sleep due to below freezing conditions and no heat. I called Art Plumbing and Heating on 30 Nov. The service person told me he relayed to American Home Shield the night before that they could not do it as their heating technician had the flu.
I called American Home Shield again and talked to a supervisor by the name of Missy. She said they could not find a technician and I asked what were we supposed to do. She said there was nothing we could do. Missy called back at 2:15 p.m. and said another company accepted our work order. I called this company and made arrangements for them to come to the home. They were to be here at 5:00 p.m. I had to leave work early to ensure that I was here. It now is 6:45 p.m. and no one has shown up.
We have 4 kids and have had little sleep. We have had to use the majority of our firewood to keep the downstairs somewhat warm so our pipes would not freeze and we would not freeze.
This is the 5th time that we have had the same problem with our heat pumps. Everytime, we run into the same problems with American Home Shield. The customer service is a lot to be desired, and Missy acted as if she did us a favor! I am frustrated on getting on the phone with American Home Shield over the same problem. The waiting time is 20-30 minutes each time and get the same run around.
8 Updates & Rebuttals
These warranty companies are given free reign in Oklahoma and many states because the state's Dept of Insurance won't regulate them like insurance companies.
#20
Tue, December 04, 2001
They filed the following to the above Rip-Off Report: Their email: [email protected] Their name: CS Their relationship to the company: Consumer Suggestion Rebuttal: We're also doing battle with a warranty company, Home Buyers Warranty/National Home Insurance Company, regarding a claim here in Oklahoma. These warranty companies are given free reign in Oklahoma and many states because the state's Dept of Insurance won't regulate them like insurance companies. Warranty companies claim they are "risk retention groups," and therefore they can get away with this more easily. In my opinion, fraud is fraud, and the game playing and protection by gov't is just part of it. You might try filing your complaint at Homeowners Against Deficient Dwellings http://www.hadd.com too, as illusory warranties are a subject they cover, too.
A Week Later
#30
Tue, December 04, 2001
Here we are, a week from when our problem was reported, it is still not fixed....Now we are waiting on a part. Good thing weather has warmed up some!
Still No Heat!!!!
#40
Sat, December 01, 2001
Here we are on day 4 for someone to come and fix our heatpumps. We have used almost all of our wood that was to be used for the entire winter! Do us as consumers have to beg?????
#50
Fri, November 30, 2001
#60
Fri, November 30, 2001
#70
Fri, November 30, 2001
#80
Fri, November 30, 2001
American Home Shield
#90
Fri, November 30, 2001
I wish to apologize to DUTIL and Art Pluming and Heating. This is not their fault. This is American Home Shields normal response to problems that us as homeowners have to deal with.
