Public Mediation

J.C. Goodrich vs. American Home Shield Corp

American Home Shield doesn't know what customer service and honesty means

J. G. vs. American Home Shield Corp
P.O. Box 727 Carroll, IA 51401-0727, 889 Ridge Lake Blvd Fl 3, Memphis, 38120-9425, United States
    • Status: In Negotiation
      This claim has posted for public comment and negotiation. It will remain posted until resolved to the claimant's satisfaction. Suggest a resolution to help these parties reach a settlement.
      (seeking public comment)
    • Claimant Seeks: 2 non-monetary items.
    • Claim #: 3197788
    • Amount Involved: 1,047.00
    • Filed On: Sep 29, 2017
    • Posted On: Oct 10, 2017
    • Complaint(s):
      • Bad business practices
      • Problem with a service
      • Customer service runarounds
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Statement of Claim
Claimant says:
"Under my home warranty American Home Shield replaced my pool heater in January 2017. The company AHS used to install the new heater, Four Seasons Landscaping, crossed wired the controller and burnt out the circuit board. AHS said they would not replace the controller because controllers are not covered under their contract. I had a serviceman who specializes in my brand of controller come out and inspect to installation and that was how I found out the wires to the heater was incorrectly attached causing the controller to be ruined. He installed new controller at an expense to me of $1,047.65

The new heater has failed after 8 months in service. AHS denied this claim because my system did not have a check valve between the chlorinator and heater to prevent a back flow into the heater of concentrated chlorinated water. When Four Seasons installed the new unit I had a bypass valve and a check valve. When I noticed that Four Seasons had removed my bypass valve I questioned them as to why and was told it was not necessary. I didn't notice at the time that the check valve had also been removed. The plumbing had to be re configured considerably because the new heater was not the same brand as the old one. It was not my fault that AHS contractor screwed this job up from the start. I want to be reimbursed for my controller and a new heater installed and a bypass valve and a check valve that AHS's contractor removed."
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Exhibits View
Additional Communication Between Claimant and American Home Shield Corp Hide
  • Nov 02, 2017, American Home Shield Corp (responding party) added:
  • Please see the attached letter.

  • Nov 02, 2017, Claiming party added:
  • Kimberly,

    Please explain to me why you won't hold your vendor-Four Seasons-responsible for this whole problem. My original heater operated for fourteen years without a problem. Yet the most resent heater lasted only eight months. This is because the check valve that Eden Pool Services found missing was in place for the first fourteen years and was removed by Four Seasons when they installed the recent heater. Is it my fault that they removed it along with the bypass valve already mentioned? I don't think so. And you haven't even addressed the incorrect wiring that resulted in my controller being blown by Four Seasons, other than saying that controllers are not covered under my contract. This is certainly not the service I would expect from the country's number one home warranty company. It is obvious that you haven't spent any time trying to resolve this issue other than stand on the wording of the contract instead of trying to do the right thing by the customer.
    J.C. Goodrich

  • Dec 04, 2017, American Home Shield Corp (responding party) added:
  • Please see the attached information.

  • Dec 04, 2017, Claiming party added:
  • Kimberly,

    All you keep doing is relating contractual language which I don't dispute. You miss however, the real issue here which is you are responsible for your agents in the field. If this issue can't be settled, I have no recourse but to take AHS to court.

    JC Goodrich

What Claimant Wants Hide
What By When How Much
1. Replace: pool heater Oct 14, 2017 N/A
2. Replace: reinstall my check valve and bypass valve Oct 14, 2017 N/A
1. Refund: controller cost Oct 14, 2017 $1,047.00
2. Other – Copy claim to regulators Oct 14, 2017 $14.99
3. Other – Pay for claim posting cost Oct 14, 2017 $14.99
4. Other – Physical delivery charges Oct 14, 2017 $4.99
Cash total : $1,081.97
Non-cash: 2 items
  • 0
Do you agree with the claimant’s demands?  (If you are a party to this claim, click here.)

Respondent's Counteroffer

There has been no response to this claim from American Home Shield Corp. This claim will remain posted until resolved
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  • Contributed Solution: by Steven Albright On 11-21-2017
    American Home Shield should ensure that its subcontractor repairs the damage that it caused More...
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