American Home Shield AHS Service Fraud Memphis, Tennessee

This is the letter I sent to AHS:

Re: Contract Number 50510965

To Whom It May Concern:

I am writing this letter to request a refund in the amount of $650.00. The amount requested includes a $120.00 service fee paid to Betz Enterprise, $380.00 in labor fees paid to Ruben Mendoza and $150.00 on supplies. On July 27, 2010 I called into AHS to request service on a leak. I informed the representative taking the call that I owned an American Standard whirlpool tub and that it was leaking into my kitchen below. I was informed that ARS would be contacting me. Later that evening I called back into AHS because I had not received a call from the company assigned, I was told that the company has 24 hours to contact me. The representative stated that she would send an email to the company and call me with a response. On July 28, 2010 I called back into AHS because I still had not been contacted by the assigned company or the previous representative. The Kimberly, the AHS representative placed me on hold when she returned back on the line she stated that she had spoken with the company and they were assigning an emergency plumber that should be contacting that night, no one contacted me. On July 29, 2010 I called back into AHS and informed the representative of my situation and that secondary damage was occurring. I was informed that Pipeworks would be the new company assigned to my service request. On July 29, 2010, three (2) days after my initial request Pipeworks arrived at my home. The plumber looked at the pipes through the access panel and said he saw no leak, and could only figure that the leak had to be coming from the jets on the tub. He never looked at the pipes from below where the damage was occurring in the kitchen. When I asked him if he was able to fix the problem he stated he doesnt work on whirlpool tubs and I needed a company that specializes in whirlpools. I contacted AHS while the plumber was still in my home and informed the representative of what the plumber stated. I was informed that Betz Enterprise would be assigned to my service request. I asked the representative would I be responsible for another $60 service fee and was told yes. When I asked why a company that specializes in plumbing and whirlpool tubs was not assigned in the beginning, an answer could not be provided. Later Friday evening I received a message to call AHS. When I contacted AHS I was informed by DL Shields that the service request for my whirlpool tub was being canceled because jets were not covered. When I asked how AHS could know whether or not it was the jets when a technician had not been to my home, I was informed that the technician (plumber) from Pipeworks stated in his call that the leak was from the jets. This is the same plumber that doesnt specialize in whirlpool tubs. At this point I didnt know what to do and my plumbing was still leaking. I contacted Betz and scheduled an appointment for Friday, July 30, 2010 between 11:00am and 2:00pm. When Randy, a technician with Betz arrived at about 2:15pm he looked at the tub and stated that the leak could be coming from the suction tub, but the tub would have to be pulled out to be certain. He went outside, when he came back into the house he stated that he spoke with his employer and he was not sure if that would be covered. I was charged $120.00 for the service request because I was told that AHS cancelled the service request. After the technician left I received a call from Dan Betz who stated that he would contact AHS to see if they would approve the repair since the problem was not the jets. On July 30, 2010 at 3:56pm, I received a call from Corey informing me that I needed to contact AHS at 1-877-489-8320 regarding my whirlpool tub. When I contacted AHS, spoke with Nicole and was informed that my request was not approved.  I asked her why and she informed me that the technician from Betz (Randy) stated that the customer cancelled the service request. I never stated that I wanted to cancel service, especially when I had a leak that was causing damage to my ceiling. I called back a second time and spoke with Nicole again, this time she informed me that I would have to provide access to the tub by removing the tile and tub for AHS to approve the repair. I also wanted to know who I needed to contact to seek a refund of $60.00 since I paid Betz Enterprise $120.00. Nicole informed me that there was no one I could call and that I would have to submit a request to: AHS Reimbursements,

On Saturday, July 31, 2010 I contacted Casa De Maryland a company that provides licensed professionals that are out of work jobs. On August 1, 2010 Ruben Mendoza came to my home removed the whirlpool tub and installed a new tub. After the install he conducted his tests to make sure it was installed properly and there were no leaks, unfortunately the leak continued. Upon further inspection he found that the 6 extension pipe connected to the drain was severely cracked. I purchased a new pipe for $2.69 plus tax which he installed. He was paid $380.00 for his services.

 On August 5, 2010, I received a call from Ashley an AHS representative who contacted me at 9:39 am from 706-298-3201. Ashley informed me that AHS was contacted by Dan Betz who informed them that the work on my tub was completed. Ashley offered me a reimbursement/refund of $485. This was the approval amount for Betz Enterprise to complete the repair. She asked me to email my receipts to ahsclaimsreview@ahslink.com. The email was sent at 11:00 pm on August 5, 2010. The email was resent again on August 10, 2010 at 3:46 pm after I received another call from an AHS representative offering $485 reimbursement for the repairs. Finally on August 19, 2010 I received a call from Shacola, Customer Relations at 1-866-343-5674 ext. 2022. When I spoke with Shacola she informed me that AHS would only refund the $2.69 for the part and two (2) of repair time, which is unacceptable.

I am asking for full reimbursement, had the plumber from Pipeworks done a complete and through inspection of the drain system he would have found the leak and I would not have had incurred any other expenses. It is apparent that the technician from Betz was not able to detect the problem as well. All my expenses were incurred because the plumber neglected to do a through job. I have enclosed photos to show the damage and completed work and receipts to show the expenses I incurred. Your attention to this matter is greatly appreciated. Thanking you in advance.