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ON FEBRUARY 7, 2019 CALLED AHS TO REPORT THAT MY DISHWASHER WAS NOT DRAINING. AHS SET UP AN APPT WITH CHESAPEAKE APPLIANCE REPAIR, FOR FEBRUARY 11, 2019.

TECHNICIAN GETS HERE AND AFTER 5 MINUTES HE TELLS ME I NEED A NEW DRAIN PUMP AND THAT HE WILL SUBMIT THE WORK ORDER AND PART INFO TO AHS WHEN HE GETS IN HIS TRUCK. SIX DAYS GO BY AND I DON'T HEAR ANY WORD FROM AHS OR CHESAPEAKE APPLIANCE, SO I GIVE AHS A CALL, AND I AM INFORMED THAT THEY ARE STILL LOOKING FOR THE PART, AS THE CONTRACTOR HAD JUST SUBMITTED THE WORK ORDER INFO TO THEM TWO DAYS AGO . THE VERY NEXT DAY, I GET A TEXT FROM AHS INFORMING ME THAT I HAVE AN APPOINTMENT SCHEDULED FOR FEBRUARY 21, 2019 WITH CHESAPEAKE APPLIANCE. THE TECHNICIAN GET HERE WITH THE PART AND STATES THAT HE CAN'T COMPLETE THE JOB AS HE COULD NOT PULL THE DISHWASHER OUT, AND THAT AHS WOULD HAVE TO SEND SOMEONE OUT TO TAKE OFF THE COUNTER TOP OR RIP UP THE FLOOR.

ON HIS WAY OUT, HE TOSSED THE PART ONTO MY DEEP FREEZER AND INFORMED ME TO HOLD ONTO IT, AS HE DIDN'T WANT TO LOSE IT. AHS WAS ON THE PHONE WITHIN MINUTES TELLING ME THAT THEY HAD DENIED MY CLAIM. I TOLD THEM THAT I, MYSELF, ADJUSTED THE FEET ON THE DISWAHSER AND SLID IT OUT WITH NO PROBLEM AND THAT THE CONTRACTOR WAS FULL OF IT AND HAD NO PLANS OF DOING A REPAIR. FOR 5 DAYS AHS ATTEMPTED TO CONTACT THE COMPANY BY PHONE AND EMAIL WITH NO LUCK, HE WOULD NOT RESPOND.

ANOTHER VENDOR WAS ASSISNGED, CAME THIS MORNING, GUESS WHAT???

DISHWASHER STILL NOT REPAIRED, SAME DIAGNOSIS, BUT THEY WILL NOT USE A PART THAT WAS ORDERED FOR ANOTHER COMPANY AND AHS HAS NO RESOLUTION FOR ME. I ASKED FOR A REFUND AND WAS INFORMED THAT SINCE DIAGNOSTIC WORK WAS COMPLETED, NO REFUND IS DUE.

AT THIS POINT, I'M SHOPPING FOR A NEW DISHWASHER AND A NEW WARRANTY COMPANY.

Product or Service Mentioned: American Home Shield Claim.

Reason of review: Warranty issue.

Monetary Loss: $500.

Preferred solution: Deliver product or service ordered.

Location: Baltimore, Maryland

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#1653992

That’s a new one for me, a contractor, but it is not surprising! The original contractor is so busy that he forgot your claim was being denied, and he accidentally brought you a part that he paid for.

Chesapeake Appliance only gets paid the service fee and has to supply any parts and the labor for the agreed upon service fee of around $100. Denials are easy outs for Chesapeake, and they could have saved the money spent on the part and wrapped up the denial with the first couple of days. That’s what we would have done. Now Chesapeake will be penalized by AHS for AHS having to send out another company.

It sounds like they are overwhelmed with a high volume of AHS calls (which happens when you are good at playing the home warranty game). The service companies that just don’t get it that AHS isn’t going to spend THEIR money on claims will not get many work orders from AHS. They will learn or get eliminated from the process.

AHS tracks all the numbers and send 95% of their call volume to the provider in each region who understands the game and is willing to do it. Then that provider will have to hire more technicians, and it’s hard to train them that they are being paid to NOT fix stuff.

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