American Home Shield - Failure to diagnose problem; refusal to provide any information to assist in resolving
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On approximately March 2, the fresh food door fell off my GE Profile Fridge. The first service call was by phone and I took two pictures.
Same day Service "complete" told "not normal wear and tear." Asked for live service inspection. That was done. Again just pictures and no exam. Incorrect diagnosis and altho initially parts ordered then website changed and said closed.
Called AHS they said the case closed and he had no access to why the claim went from "parts ordered" to closed and after long discussion agreed to email supervisor. Refused to cc: me on that email or even send email that he had. Never heard from again. Waited a week, called in and again was told "not normal wear and tear" that I had hung and swung on the door????
overloaded door by over 70 lbs. WHAT?? and the case closed. Asked for number/name that I could provide ADR - arbitration moderator in contract.
Refused. Said I had to call a lawyer and they would give information to my atty. So I had to hire an atty to get a phone number? I am a retired Atty.
from CA so capable of taking down a phone number. Neighbor actually looked at door and realized one screw had sheared off and two others missing. We ordered three screws at a cost of $9.00 and a tool to remove sheared screw for $20. Parts came.
We 'reinstalled" door with screws and it works fine. Called AHS and told them fixed by screws and cancelling. Referred to Retention Dept. She said no the hinge was broken.
I said no hinge fine and I had pictures. She said she could only give me phone number of ADR -- arbitration firm when I asked her to waive the $25 cancellation fee. COST OF ADR--minimum $800!! and final fee if arbitarion held $950!!
For a request of waiving a $25.00 fee. IF my neighbor had not helped me I would have spent over $6,000 - out of box fridge not including tax, deliver, install or removal of old fridge.
User's recommendation: Put aside the money for monthly fees and maybe $100 plus for service fee and repair your appliances with reputable repair individuals.
Monetary Loss: $165.
Preferred solution: Refund of $100 paid for service call on my fridge commenced March 2 and waiver of $25 cancellation fee. and reimburse for buying and shipping the screws and tool to remove. $40.00.
American Home Shield Pros: There are no pros.