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American Home Shield
To whom it May concern;
Through this email I remind you that on June 23rd, 2021 I made a claim for the repair of my air conditioning and they assigned me to your STEINMETZ HVAC LLC contractor for the repair which at the time did not cool and had a strange noise. When I spoke to the person (a woman with an advanced voice) she told me that at the moment she did not have a technician but as soon as she had one, she would send it to me, I also added that in general in these cases it could be cold and if she needed it, she would charge me apart and a half l price x gallon.
When the technician returned on June 28th, he cut the part but couldn't fix the problem, he contacted his manager to come fix it but they never sent anyone.
For July 01st I called Steinmetz to find out what had happened since I had to go to the city for a family emergency and would return on July 7th but, I did not receive any calls and I let them know that that day I was at home to that they could come from that day on and never again communicate or send anyone. in de next a couple days mi Ac complete stop working.
As it will have in your records, I contacted American Home Shield to tell them about the problem and that my AC now has stopped working definitively. I to know what they could do since it was too hot and my Ac was not working. Unfortunately, in customer service I could not only complain but they could not do anything since supposedly there was no report from the technician and that they would send a message to a supervisor to attend to my case.
We had to buy a new AC since you did not give me a request and the temperature was very high so I could not leave my family and live like this in this condition. I been calling you and let you know everything that was happening and solve things. But as you can see, it took a little 3 months for only one supervisor to answer my call and I really demand that I be paid because my AC was not fixed
The agent told me that he had to communicate with the contractor but unfortunately, he was unable to do so. Well, you already have the rest of the story since I have called several times to follow up on my case but in all this time there was never a supervisor, manager or person in charge who called me, email or letter about how to fix my case until a few years ago.
days that me. That I decided to delay my payment so that they would listen to me and contact me. And if they did, but immediately but only with the interest of charging the messenger service and not to solve the problem. On August 11th We had to buy a new AC since you did not give me a request and the temperature was very high so I could not leave my family and live like this in this condition.
Call to let them know everything that was happening and solve things. But as you can see, it took a little 3 months for only one supervisor to answer my call and I really demand that I be paid because my AC was not fixed and call again with an agent an spoke with the contractor to came my home to check the problem, its nothing to check because we was already replace all equipment, anyway the technician come on August 12, toke a pictures and verified what we said. I attach a picture of this document.
Which I am very upset since American home shield has not paid attention to its clients to give a follow-up to each case as soon as one calls for service, I believe that American Home shield and its staff should be trained to solve the problem as soon as possible. contacting the client and their contactor to see if the technology was delivered to their home and on the part of having the diagnosis, the treatment of their clients is to check the quality and the service they are given.
Since they charge monthly and claim the mandatory monthly payment. This last time until Ryan and his agent deign, KERIAN as the number or code of the employee and / or Supervisor since I demanded to speak with one since the other agents do not have the authority or the capacity in their work to follow up or be able to follow up on the problem.
With Ryan we had a discussion as I find myself upset and frustrated by the lack of attention and professionalism. He suggested to me that I would have to describe my case to be able to make the claim and to be able to make the reimbursement of the replacement of the AC and send the copy of the invoice.
I add that this person demanded me to make my payment which I did the next day claiming that if not, he would take me to collection. This upset me since American home shield does not call their clients to check the quality and attention they are given if they only call to collect and demand.
Please ask American Home Shield to solve this and process my claim for the refill of the replacement cloth of my AC.