- Report: #1050650
Report - Rebuttal - Arbitrate
Complaint Review: American Home Shield
American Home ShieldP.O. Box 2803 Memphis, Tennessee USA
American Home Shield Unfair, unprofessional, Memphis Tennessee
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On late February I called to enroll with american home shield during the sign up I requested my payments to come out during the beginning of each month, I was told that the payment date corresponds at with time I enrolled. So, I cancelled the call and called back March 2, 2013. whe I called back and signed up with american home shield this time during the process of enrolling I made sure and mentioned that Iwanted the payments to come out during the first week of the month, the person reassured me everything was ok. I paid all the fees asked for and I received my confirmation number and felt good about having this service.
Well, around March 22, 2013 I received a letter from them stating they were not able to process the payment, so I called spoke with the customer service rep who confirmed that the payment was made. But because of the that because of the billing cycle I will need to be sure the payment is available near the end of the month. I explained how I spoke with someone about the date last month which is why I called and enrolled when I did.The person said he needed a paymnent from me to process my request so I made a payment and he reassured me that he changed the process date for the 5th of every month. This is TWO payments I have made and two promises of my payment being processed during the first of the month.
On April 25, 2013 I received TWO letters at the same time, both identical saying they were unable to process the payment. I called May 1, 2013 and spoke with the customer service rep who said saw the entry that was made for my request by the other showing where the rep entered the request for the payment to be processed on the 5th. She said the mistake could he either be associated with his entering it wrong in the system, or it was just not updated, but in order for her to help me any futher she needed to receive a payment from me with late charges!
When I tried to explain that I made payments and that there actually is a payment "floating'" in the system because made an initial payment during enrollment and then another payment a few weeks after, and this was not a fault from my end but a mistake they needed to look into. The rep continued to say she couldn't help me because all she was showing was the need for a current payment to be made before she could go any further to help me. We literally looped this subject around and around a few times and she did not cooperate with me at all. So, I asked to speak with her supervisor who did the same thing, it did not seem like she even cared about the concern or details of my account she did not help me but stayed on the subject of just wanting a payment before she would assist me.
However, during the conversation with the supervisor the only confirmation I did get from her was the entry from the other rep for the payment entry on the 5th of the month. When I tried to get them so see something was wrong they only blamed me and would not budge, and the supervisor got angry when I asked why didn't I receive notification sooner about the payment not being processed, why did I get the letter near the end of the month instead of the beginning? She got angry and insisted that I make payment of that they could not help me any further. I got totally frustrated and asked to be removed from them altogether, and they said they needed to transfer my call, and hung up on me.
On May 7, 2013 I received a Past Due Notice in the mail from the accounting dept. demanding the full annual payment and stating THEY suspended the contract!! Please Help!
This report was posted on Ripoff Report on 05/13/2013 04:05 PM and is a permanent record located here: http://www.ripoffreport.com/r/American-Home-Shield/Memphis-Tennessee-38101/American-Home-Shield-Unfair-unprofessional-Memphis-Tennessee-1050650. 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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