• Report: #286441

Complaint Review: American Home Shield

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  • Submitted: Sat, November 24, 2007
  • Updated: Wed, August 01, 2012

  • Reported By:Cedar Hill Texas
American Home Shield
ahs.com Dallas, Texas U.S.A.

American Home Shield Cold Thanksgiving Dallas Texas

*Consumer Comment: Only Used A-US Air Because of AHS Otherwise Would Have Picked a Quality Company

*UPDATE Employee: Inaccurate details

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I contacted American Home Shield to repair my heating unit before the Thanksgiving holiday so I would not miss any days of work since I was off from work. They sent out a tech from A-US Air & Heating the day before Thanksgiving that did not have the part needed to complete repair - I called American Home Shield to document my dissatisfaction and to see when he would return-they told he would be back out on Saturday. He arrived on Saturday and broke another part and said the business where they got parts was closed so he could not repair it now - it would be Monday.

It has been 30 to 40 degrees since Wednesday when a cold front came through - I called American Home Shield - no solution was offered but for me to purchase "dangerous" space heaters and send in the receipt and I would be reimbursed. I spoke witha sarcastic manager from the Memphis call center who was very rude!!I am planning to cancel my policy with this company because I have been dissatisfied with their service on more than one account.

Cedar hill, tx
Cedar Hill, Texas
U.S.A.

This report was posted on Ripoff Report on 11/24/2007 12:12 PM and is a permanent record located here: http://www.ripoffreport.com/r/American-Home-Shield/Dallas-Texas-75216/American-Home-Shield-Cold-Thanksgiving-Dallas-Texas-286441. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
0Author 2Consumer 0Employee/Owner
Updates & Rebuttals

#1 Consumer Comment

Only Used A-US Air Because of AHS Otherwise Would Have Picked a Quality Company

AUTHOR: DeeDeeB - (United States of America)

AHS assigned A-US Air to me as well. I find it hard to understand why they don't at least give you a blocked time of when they will come out to the house. This afternoon I called because I had not heard from anyone. The lady who answered the phone didn't even say hello. She responded with "yes." She was rude and wouldn't even let me finish speaking because she kept interrupting me.

I was told a tech would call me to let me know when he might be by. That was at 3. At 4:20 no one called so I called the office again to catch them before they left. They ask you if you can hold but don't wait for an answer they just immediately put you one hold. I called back at 4:45 left a message and of course no one called back.

It is now 7:45pm and no one has showed up to look at my ac. Not even a phone call and I have been stuck at home all day waiting.  I was warned about this company by several friends who had recent bad experiences with them. Unfortunately, I don't have a choice who AHS sends. They obviously need to screen their vendors and expect better from them. Lots of negative feedback on this company on Google and other sites.

I sent an email to A-Us Air. Let's see if they respond.

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#2 UPDATE Employee

Inaccurate details

AUTHOR: Robert - (U.S.A.)

The sequence of events are inaccurate as described by this customer. It's true, our company (A-US Air Conditioning) arrived at this customer's home without the part. The important part of this story is that we arrived at the home without any "credible" knowledge of the problem they were experiencing, nor do we have an established history of this person's heating equipment. Therefore, it is virtually IMPOSSIBLE to arrive at every home with the exact part needed for a thorough repair.

However, there are a number of "universal" parts on the market that can be used on most every make and model of heating/air conditioning equipment. In this particular case, this repair required a part that would have to be purchased specially for this customer's equipment. As stated by the person posting the complaint, it was the day before the Thanksgiving holiday so completing the repair the following day wouldn't be possible as we (as most every other company in America) were closed.

The following Friday we were open for business (even though many of our competitors were NOT) and the technician went to a local supply house in Dallas (which, by the way, happened to be close to 20 miles out of the way because only a handful were even open on this day after Thanksgiving!) to get the needed part to complete the repair. During the repair process, unfortunately, he broke another part and would need to return to the supply house to get it in order to complete the repair. These types of things happen, albeit rarely. However, the supply house closed before we were able to get back so the repair was now postponed until the following Monday. We returned on that Monday with all materials needed and completed the repair.

Now, just to sound off a little bit about the accusations that any of this is American Home Shield's fault. AHS did nothing to cause this person's equipment to stop operating as intended. Likewise, they have no control of the TIMING of which these types of unfortunate events occur. They followed a protocol in dispatching the call to our company and even went so far as to offer a temporary solution to this customer's problem-- space heaters-- which they refused. Additionally, A-US Air Conditioning followed protocol in trying to repair/correct the problem.

The problem with sites such as this one is that it gives an open forum for someone to post sometimes unfounded accusations against a person, or company, without launching it's own investigation into the facts. The sites motto reads "Don't let them get away with it... let the truth be known." However, the facts most times are lost in translation. That's why our legal system is set up to allow both sides to be heard.

I appreciate the fact that I was allowed to give our version of the events. I'll be surprised if this post will actually make it to the "rebuttal" screen. But if it does, it will show that Ripoff Report.com actually cares about "letting the truth be known."

In closing, I stand nothing to gain by defending American Home Shield. However, I have had a close business relationship with them for several years now and have a very good understanding of how the system works. Sometimes a customer's expectation level is more than what is stated in the language of their contract with American Home Shield. As with many things in life, there are good aspects and bad aspects. American Home Shield, on the whole, is an excellent source for protecting one's home against unexpected expensive repairs.
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