American Home Shield Irresponsible, No Customer Service Memphis, Tennessee

I called claim in to American Home Shield on evening of 8/9/12 regarding air conditioning not working. Notified after initiating claim Atlas HVAC, 16016 Babcock St Apt 29, San Diego (619) 917-2003 assigned to repair and would be calling.

No call back. Called Atlas in late afternoon of 8/10/12 and spoke to an unidentified male party. Advised a technician would be calling back before end of day to schedule repair on 8/11/12. No call back. Called and spoke to a representative in late evening of 8/10/12 at American Home Shield. Advised they reached technician and he would be calling back that evening and may be coming out immediately for repairs. No call back and no repair by technician.

Called at 9;30am on 8/11/12 and spoke with American Home Shield Rep. Advised that per policy contract the repair company (Atlas) had till 8/14/12 to come out and repair unit. Also, told that since I spoke with a technician at Atlas on 8/10/12 American Home Shield was not responsible for a 24hr callback by Atlas (Atlas contact # was provided at time claim was called in). Also told by unidentified female representative that the other male representative from American Home Shield should not have advised me of an evening repair. The female representative further stated she could not reach anyone at Atlas. We asked to speak to a supv. which was Edmond. After advising him of the situation including my fiancee having a health condition (Lupus) he stated he would add us to the emergency list for repair. We again received no callback from any repair firm. Edmond was also unable to reach anyone at Atlas.

We are still waiting for a confirmation of a service appointment. The temperatures have been triple digits since at least 8/9/12 when our upstairs (bedrooms all located on second floor) air conditioning unit went down. This Home Warranty Policy went into effect when we purchased the home on 3/26/12. This was the first time we had initiated a claim.