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I am writing this for documentation on my experience with American Home Shield providing the services they guaranteed after I paid for a year warranty on my home and pool. After opening up my pool I noticed several issues that needed to be fixed.
I requested a technician to come look at my pool originally on May 12th. Despite the service request being updated on my AHS account and no record of previous services being accessible, I have phone receipts and call logs showing the dates of confirmed requests and contractor/warranty provider being called. My pool is showing potential signs of larger issues. While it may be something small, I do not have time to wait if that is not the case.
I am scared to run the pump too much in fear of further damage, but I also am scared to let it sit because that will cause me time and money in chemicals and cleanup. I need this issue resolved as soon as possible. I have expressed this with every phone call.
Below is a timeline of the events to date.
5/12 - Service requested online for my pool pump, filter, and plumbing. Online text says I should hear from my contractor (The Pool Man/704-841-****) in 24 hours.
I also requested a service to an AC checkup that was scheduled promptly for that following friday, however, I ended up cancelling it on the 16th because I solved the issue myself. I received two texts on Thursday the 12th confirming this and telling me who my initial pool contractor was. I call the contractor directly wanting to explain the issues and they did not pick up, their voicemail box was full as well.
5/13 - No contact from contractor after 24 hours. I call them again with no response, and their voicemail box is full.
I then called AHS and explained the situation and they managed to get a hold of the contractor and then tell me "they will contact you in the next 24 hours." I informed them that I have spoken to two pool guys in the area who can come fix the issue if AHS will let me use them. The customer service representative tells me that is not possible and I have to use their list of vendors.
5/16 - No contact over the weekend so I call the contractor again with no answer, and the voicemail box is full. I call AHS and they tell me they got a hold of them and "they will contact me in 24 hours." I repeat the same conversation about my own local pool technicians.
5/17 - No contact so I call the contractor with the same exact results. I call AHS again and demand that the issue be resolved soon.
AHS gets a hold of the contractor again and now I am told that they are "booked up." I am told again that I have to use AHS pool vendors and I will be contacted in 24 hours. New service requests are created on my account by AHS with no specific vendor mentioned.
5/18 (today) - No contact from a vendor. I call AHS and am told that my situation has been "escalated" and I should hear back from a new vendor soon. I ask to speak to a superior which I am told is not possible and I am again told I cannot use any pool technicians other than ones provided by AHS.
NO part of me enjoys any of this.
I have been satisfied with AHS up until this point. Unfortunately each day that my pool goes unchecked it is getting worse and potentially breaking down because of AHS's inadequacies.
Preferred solution: Deliver product or service ordered.
Location: Shelby, North Carolina
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