American Home Shield Unacceptable service, inferior contractor services, treated horribly, no accountabilty. Memphis Tennessee

On Saturday, March 22, 2008, our 80-gallon water heater, located on the third floor in the attic, burst. My husband contacted AHS to be told by AHS that their approved contractor would contact us in the morning, but that no one would probably be able to get to us until Monday.

I contacted AHS on Sunday am, and advised that we had an emergency as water was pouring down three floors and the garage of our home. I stated that delays were causing further damages to my home. AHS rep said that they would contact contractor and have them call us directly within 2 hours. Three hours later, we still had not received a call.

I contacted AHS and advised of no call. AHS rep continued w/ statement that this was their procedure. Again, the rep kept saying contractor would call us sometime Monday. I spent an excessive amount of time on phone while AHS rep stated that we would just have to wait until Monday. I had to beg for immediate help. Finally, AHS rep agreed to treat this as an emergency, and provided an ID number and explained the Outside Reimbursement procedure.

*Note: AHS contractors for this area are primarily from Georgia. Minimum length of time to Hilton Head Island is approximately 1-hour away, travel time.

I contacted local plumbing company, Island Plumbing, accordingly. Island Plumbing provided all pertinent information (ID number and 800 # to call AHS w/ the diagnosis and estimate.

Early Monday morning, we met with local plumber. Stopped all further water damages, examined situation, etc. Advised that water heater could be installed immediately. Local plumber left the house to get the hot water heater, and contacted AHS with info.

AHS denied their services because of $100 price difference for approval. I was not aware that AHS denied service. When I contacted the local plumber by early afternoon to find out the time for installation, he was surprised because he was told by AHS that AHS would contact us directly and immediately.

I contacted AHS again, and was told that a second opinion was needed. I asked when a contractor would be here. Again, told that we would be contacted directly by the contractor. I waited another hour. Contacted AHS again. Received name & number of contractor Chatham Plumbing (same contractor that was supposed to call us on Sunday). Chatham advised that he would not be able to come until maybe Tuesday because he was having telephone problems and waiting for the phone company. Chatham also was unaware of situation. I asked him if he would bring an 80-gallon hot water heater with him. He was surprised that I would not be providing the hot water heater. He told me that he provided labor only, no parts. He stated that I would have to get the hot water heater from AHS.

Contacted AHS again. Rep extremely rude. I was extremely frustrated by this time as we were approaching 4 days w/o water. Rep denied any further help and stated that we would just have to wait for the second opinion, i.e. maybe the next day or after.

After multiple calls and begging for assistance, we were not contacted back by AHS after several promises to get back to me. In the course of these multiple calls, there were two separate reps, Donna & Fuller that were trying to help. This went on from about 1:00 PM until 4:00 PM, over 3 hours on the phone w/ AHS. One rep Wachita, kept putting me on hold, being very rude, and did not care. Twice I asked for a supervisor, and put on hold for over 5 minutes each time. Twice I was told that supervisors were not available, and that one would get back in touch with me w/i 24 hours. One supervisor passed on to the rep that I would just have to follow procedures.

By 4:00, I contacted Island Plumbing to have tank installed anyway, and that I would just have to pay out of my pocket and be reimbursed from AHS. Was then told by Island Plumbing that it was too late in the day, and that the crews would be heading home. Within 10 minutes, Island Plumbing called back to say that they understood the necessity, and were here within 30 minutes. The old tank was removed and the new tank was installed by 6:30 pm.

We were treated very poorly. The conduct by AHS reps and supervisors is reprehensible. My house has significant damages that could have been prevented if immediate action had been taken by AHS.

*Note: in our efforts to prevent further damages, we performed our on clean up efforts, including but not limited to wet vac and installation of fans, however, the 80 gallon tank was still leaking, even after our attempts to drain the tank.

I am a Realtor with RE/MAX. I have referred American Home Shield on multiple occasions. After experiencing this kind of service and treatment for my personal use, I will never include this company on a preferred list of vendors.

Furthermore, the advertising and promises of American Home Shield is misleading and untruthful. Advertising and claims of high levels of service and promises for help to their customers are simply false. In the interest of consumer protection, I would be willing to be a part of a class action suit against this company.

Mrs. Hagins
Hilton Head Island, South Carolina
U.S.A.

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