American Home Shield unintelligent service/slow response Caroll Iowa

Our water heater went out on July 23. We called AHS, the system indicated that someone would come out the next day. Nobody called us until Monday, July 26, they set up an appointment for Tuesday, July 27. I had to take off work each time someone was dispatched. I have called them about 40 times on this. It is August 4 and I still don't have hot water.

First Repair company- looked at our 2002 Whirlpool water heater and said he doesn't work on them, left. I called, upset because they didn't send anyone who can work on a Whirlpool.

Second Repair company- Wednesday, July 28- Looked at water heater and said they don't work on it,called water heater mfgr and said he was former owner of my house to try to get our AHS claim denied through mfgr warranty that didn't transfer to us, spent some time reading my newspaper and using my phone at my dining room table and left. I called, trying to ensure that someone would be dispatched that could work on my water heater. I asked why they couldn't dispatch someone who specializes, they said "we don't use companies you choose, we have to use our companies".

Third repair company- Friday, July 30- arrived, said they dont' work on it, tried replacing thermalcoupler, didn't fix problem, left, didn't call AHS back, so we faced another weekend with no repair. Monday, August 2, I called in about five times until finally someone said, "you can get permission for us to reimburse you for the repair". So I am on that plan, but problem still has not been resolved. Their reps have been polite but entirely useless.

I have filed a complaint with the Better Business Bureau, called my local newspaper real estate section, and told everyone I know not to purchase an AHS policy because we've gone 2 weeks without service because of their incompetence at figuring out what to say or who to call. This stuff isn't rocket science!

Donna
Torrance, California
U.S.A.