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Report: #1253567

Complaint Review: American Home Shield - Memphis Tennessee

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  • Reported By: Leigh AZ — Scottsdale Arizona USA
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  • American Home Shield 889 Ridge Lake Blvd. Memphis, Tennessee USA

American Home Shield ServiceMaster UNFIXED AC in HOT ARIZONA, ATROCIOUS SERVICE, INCOMPETENT TECHNICIANS, WEEKS of NO RESOLUTION Memphis Tennessee

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On Tuesday Aug 4th called AHS when air was out.  A tech came next day and diagnosed.  He stated a blown out circuit board and a temperature switch in the compressor was failing.  He mentioned he was torn on what to tell AHS as his claims with them have been high as he fixes the problems and he was afraid my claim would be denied.  AHS wanted a second opinion and that other company arrived Friday, Aug 7th.  Was told circuit board had to be ordered and  it would take 7-10 days for the tech to receive the part and then scheduling for the repair could occur.  This tech from Absolute Air Authority stated that he couldn't put in a faulty temperature switch in the compresor although it sounded like it as he needed it operational first to determine that.  In addition, we were told that a former tech through AHS seemed to have created the circuit board problem by wiring the unit incorrectly during a "repair".  We have had AHS for several years and this unit has had issues almost yearly and sometimes multiple times per year.  Some techs have tried to put through for a replacement unit, but AHS keeps putting a band aid on this 15 yr old unit.  In June 2015 I had AHS dispatch an AC company as the unit was having periodic issues of blowing warm air and the company told me they saw no issueswhich still persist today and obviously missing the wire issue which caused the circuit board to burn out. Left in a house at 95 degrees we were beside ourselves.  We called to speak to customer service and get a Manager. Was told a Manager would call back in 24 business hours.  No call was received by Tues Aug 11th so I called back, waiting on hold at least 40 minutes this call as well as ALL calls placed.  A manager called me back Tues night and stated the part couldn't be located and a national search was issued and to call back on Wed, Aug 12th for an update as the part should be located by then. The Mgr authorized a $250 expense to be reimbursed for a window unit.  This cost covered a 350 sq foot room to be cooled. We have been able to get a portion of a room cooled to 88 degrees in our 3,800 sq foot home. On Wed Aug 12th AHS told me that a part had been located and was being shipped to the tech at Absolute Air and it would take 3-5 days.  They told me they don't overnight any parts. On Tues Aug, 18th I received a call from Absolute Air stating they received an email from AHS stating the part had been shipped that day and would take 3-5 days to be received. I called AHS in despair and voiced concerns about being told the part was in the mail on Wed Aug 12th.  I asked to have a Manager call me back and the Rep told me they would call me in about 20-30 minutes after she spoke to the parts department to get more information on if the part was sent regular mail or fedex (NOT overnight though).  7 hrs later no call back and no Mgr.  We have endured record temps in AZ at 117 degrees through this and all our fish died due to the extreme heat, our cats have been panting and we have to cool them down in our cars and try to contain to a room with the little air we have from the window unit at 88 degrees. I have asthma and it has been worsening.  I have had to increase daily meds and regularly use a nebulizer.  We can't be expected to live like this for this duration of time.  On 8/24, a new circuit board was installed in our 5 ton unit.  In addition, the 3 ton unit was not cooling properly and air coming out of the supply vents registers 69 to 70 degrees.  Was told by the Absolute air tech that the unit is old and that is all I am going to get out of it.  In addition, tech stated factory thermostats were not installed and that is why units won’t cool properly and not covered.  Was told by 3 other AC companies, I personally had look at my units, that is a load of BS.  A service recall was issued on both units and Absolute Air tech came out. 5 ton unit keeps going out periodically every 3 to 4 days it will stop cooling and just circulate warm air.  I had it do this for 3 hours and then finally the cooling kicked in and it worked again.  The 3 ton still doesn’t cool properly due to air blowing out at 69 and 70 degrees.  In addition, I readdressed a complaint I have had AHS send prior tech’s out throughout the last year of too much humidity coming from my units and filters rusting.   Absolute Air tech stated that he can’t do anything more to the 5 ton unit and the periodic cooling outage.  He stated it is likely a temperature switch in the condenser but there are no condensers available in the world for our unit.  3 ton, told again, it's old and can’t get cooler.  Both units were seen with leaking water from the drain pans into our filters and was told the condensation lines needed to be at a different angle and NOT covered.  Tech pulled pvc condensation lines down and screwed a metal tie around them to pull down.  Was told the plenum is not level and that is why all the leaking water and NOT covered.  Periodic outage happened again and on 9/1, the tech came out again for a second recall.  He rewired the unit to try to bypass the low speed as he believed it might get rid of the periodic outage, however, later that day it was realized that the unit was not shutting off even though the thermostat was at a temperature 2 degrees lower than set.  The wires he manipulated were causing the unit to bypass the thermostat and never shut off.  He came around 9PM at night to put the wires back to normal and the unit shut off.  On Sat 9/6, we had an outage for 4 hours of the 5 ton unit again.  Finally turned the unit off for 1 hour and back on and cooling began again.  I have requested a Supervisor 4 times at AHS and was told they would call within 24 business hours.  NO CALL YET.  In addition, the Absolute Air tech asks me every time he services the unit how long I will continue to do this and AHS will not replace my failing units and I need to replace them through him.   I am sick of being a victim and want my units replaced by AHS by a contractor of my choice.

This report was posted on Ripoff Report on 09/08/2015 12:16 PM and is a permanent record located here: https://www.ripoffreport.com/reports/american-home-shield/memphis-tennessee-38120/american-home-shield-servicemaster-unfixed-ac-in-hot-arizona-atrocious-service-incompet-1253567. 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. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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