My husband and I own a small Heating and Air company in Alabama, we have been a contractor with AHS since 2006. and 80% of our clientele is or was from AHS.
Recently AHS dropped us because of our dollar per call was too high. And several customer complaints regarding the delay in getting parts! They recommend that it stay at 198.00 or below, Considering the gas prices, paying our techs, Auto insurance, the liability and Workman's comp ins we have to carry, this is virtually impossible!!!!! Te parts situation is that AHS has a purchasing department, After myself or the tech stays on hold for over a hour to get authorization for the part were transferred to a department where you stay on hold again for them to order it, one customer could easily be a 3 hour process!
after they get the part ordered, it usually takes 3 days, not our fault, but the blame gets put on the contractor ALWAYS! And lets discuss denials, READ THE FINE PRINT! if the contractor says your hvac system is dirty and a part has failed due to lack of maintenance your part is not going to be covered!! Our techs would offer a cleaning to the customers before we called in report just so claims would not get denied,it was the right thing to do, after all these people are paying for a contract that should cover necessary parts.
we wanted to help our customers. We were told to do special favors for a real estate agent,on SEVERAL occasions, a claim would clearly be denied,on a property she had sold, we had pictures for proof, and she would have the denials overturned for her "special customers"... This my friends is so wrong!! They say they are all about customer satisfaction, but i strongly disagree!
they would rather duct tape and super glue than actually have peoples HVAC systems fixed properly!! My next step is getting all the denials together they have done over the past 2 years and try and get something done about it!
Product or Service Mentioned: American Home Shield Claim.
Store Location: Athens, Georgia