Public Mediation

American Home Shield Corp Dispute

M. R. vs. American Home Shield Corp
P.O. Box 727 Carroll, IA 51401-0727, 889 Ridge Lake Blvd Fl 3, Memphis, 38120-9425, United States
Amount Involved: Other terms
    • 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.
    • View response from: American Home Shield Corp
    • Claimant Seeks: 1 non-monetary items.
    • Claim #: 9757358
    • Amount Involved: N/A
    • Filed On: Jan 21, 2014
    • Posted On: Feb 01, 2014
    • Complaint(s):
      • Problem with a service
      • Customer service runarounds
      • "I just feel ripped off."
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Statement of Claim
Complaints Involved (3) - View
Claimant says:
"I have had AHS for going on 11 years and have never had a claim.

NOVEMBER 10, 2013, my 4year old TOL Kenmore Dishwasher quit pumping. I dutifully called AHS and 1 week later had a technician come out. He said it was the pump. Called the service company 4 days later and asked where we were on the new pump, they replied that they hadn't ordered it yet. Called AHS....no joy. 1 week later they came and installed the pump...the tech didn't even pump the water out but said it worked. WRONG! Ran a load and still had the same problem. He came back a week later...we're talking almost a month from the initial call. Spent an hour and couldn't find the problem.

Called AHS, they sent another tech..this person couldn't speak English. But he got it to pump the water out.....When he left, ran a load and still the same problem. Came back and was not happy, this time he said I needed an air gap....Not required as the DW has one in the hose. Apparently he's not familiar with American DW.

Ran a load and same scenario. I'm pretty much seething at this point so I tell them I want a new dishwasher but no they have to send out another tech. He spends 5 seconds and in his version of English, parrots what the 2nd tech said. " Need air gap!

I call AHS and reiterate I want a new DW but no they are contacting SEARS and I can't get an appointment until 1/30/2014 so I have been without a dishwasher for almost 3 months, we're moving to Arizona and the house has been rented and the tenants are moving in the 1st of February. This is the most worthless outfit...Maybe I need to lose my temper! Help"
...
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Additional Communication Between Claimant and American Home Shield Corp Hide
  • Jan 30, 2014, Claiming party added:

  • AHS is the biggest scam that's not under investigation by the Feds. 3 months without a DW and they are still sending Tech's? Please.
    Sears stopped by yesterday and I had a chat with the tech. He said an air gap is not required on the newer Kenmore DW. In addition there are a myriad of other things that could cause the problem.

    I'm so sick and tired of hearing "I'm sorry to hear that Mr. Ryan" that I could scream. I was promised a certificate for $75 for my next service call ( read hush money) but when I inquired about it there was no such record. You don't care one bit about customer service and you hire the cheapest and most unskilled labor i.e. As it was a Kenmore DW, logic should dictate that they should be sent out first for the problem. But no you send out a minority contractor with an attitude. Not that I have issues with minorities, but when I feel I'm being discriminated against, for some unknow reason it gives one pause.

    I'm making it my personal crusade to make everyone aware of the type of service you can expect to receive from AHS.

    If you have not done so already, at my written request, please cancel my contract. I fully anticipate some stonewalling and for AHS to send some legalese such as stated above.

    You pay lip service to CUSTOMER SERVICE but unfortunately for those of us who are/were customers, it never happens. From waiting on hold for 15-20 minute trying to file a claim to the slip shod tech's you use, your company is a joke. Shame on you!

  • Jan 30, 2014, Claiming party added:

  • I have 2 words for you. CUSTOMER SERVICE. Something that is lacking @ AHS.

    AHS is the biggest SCAM not currently being investigated by the FEDS. OBTW, what happened to the $75 certificate I was supposed to receive for my inconvenience? When I inquired about it I was told " There's nothing in the record". How does that happen? I can surmise that it is punishment for me being a "Bad Customer".

    11 years of faithfully paying my yearly premium without an incident. I have an issue and after 3 months of waiting I must rely on Two (2) immigrant tech's neither of who can speak understandable English?

    You can do what ever you like, speak all the legalese you like but the fact remains this is not how to treat customers. You're one of the reasons this country is going down. Worship the almighty dollar and to heck with the customer.

    You should be ashamed.

    OBTW, I would like confirmation of my contract being terminated at my request. Perhaps you can accomplish this task.

What Claimant Wants Hide
Non-Cash
What By When How Much
1. Replace: Dishwasher Same Type Was Top of line Feb 05, 2014 N/A
Cash
1. Other – Copy claim to regulators Feb 05, 2014 $14.99
2. Other – Pay for claim posting cost Feb 05, 2014 $7.99
3. Other – Physical delivery charges Feb 05, 2014 $2.99
Just make me happy!
Claimant invites American Home Shield Corp to make a fair offer to resolve this complaint.
Cash total : $25.97
Non-cash: 1 items
  • 0
Do you agree with the claimant’s demands?  (If you are a party to this claim, click here.)
Respondent's Counteroffer Hide
The claimant's settlement terms were rejected with the following explanation:
  • I need more information

    "January 30, 2014

    Michael Ryan
    5321 Max Godde Ln
    Palmdale, CA 93551

    RE: AHS Plan No. 135805682; PeopleClaim No. 9757358-193820

    Dear Mr. Ryan:

    American Home Shield (“AHS”) is in receipt of a letter from PeopleClaim.com advising of the complaint you filed. The letter has been forwarded to me for review and response.

    Please be advised that AHS will continue to repair any covered item until it has been reported to AHS by a service contractor that the covered item is no longer repairable and needs to be replaced. Section H-8 of your AHS plan provides that AHS has the sole right to determine whether a covered system or appliance will be repaired or replaced. Section D-2 states that if a particular repair or replacement fails within 90 days on parts and 30 days on labor, AHS will send a service contractor to repair the failure and you will not be charged an additional trade service call fee.

    It appears that you cancelled a service request and replaced your dishwasher. Section C-1c states that AHS will not reimburse for services performed without its prior approval. However, if you have an itemized invoice from a licensed service contractor describing what failures were found with the dishwasher, AHS is willing to review the information for possible reimbursement of any covered charges. You may forward the requested itemized invoice to my attention at AHS, P.O. Box 727, Carroll, IA 51401; or fax a legible copy to my attention at 1-712-794-1008, for further review of this matter.

    Thank you for your consideration.

    Sincerely,

    AMERICAN HOME SHIELD OF CALIFORNIA, INC.




    Lori Nelson
    AHS Claims Management and Resolution Department
    P.O. Box 727
    Carroll, IA 51401
    Fax: 712-794-1008
    "

This claim will remain posted until resolved.

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Do you agree with the respondent’s Response?  (If you are a party to this claim, click here.)
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