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5 comments

Update by user Aug 28

Explained the process with me and restored my confidence in them. They even reached out to my contractor personally in response to my issues. Problem solved.

Update by user Aug 28

Update:8/28/18 I received a call from AHS. Impressed they took the time and was genuinely concerned with my issue. The matter has been resolved and they just handled another claim for me, for which I am very pleased.

Original review posted by user Jul 28

So, I am in NC, approximately 92 degrees, as in hot!

I put in a service request approximately 3 weeks ago. The contractor has been to my home at least 10 times for the AC/central air.

1st diagnosis was the compressor was bad and needed replacement. Sad thing is, I had to pay $802 in freon costs. Well, low and behold, the ac unit went back to "not working" status. So, what and why the *** do I have to suck up the cost of the freon when obviously that wasn't the problem.

In this 10 visits, it's a little bit of this, a little bit of that, but then hours later the unit breaks down AGAIN! So now, its Friday, 530p, and my contractor is gone for the weekend. WTH am I suppose to do? Well, I spoke with a rep and she kindly told me I was not considered an 'emergency ' and only at 105 degrees would I be.

Let me say this AHS, I am sure there is a nominal amount of customers that fall into that category, compared to the non-emergencies. Glad to know the needs of the few outweighs the needs of the many. And to top it off, if the contractor works M-F, I have to WAIT UNTIL MONDAY! AHS, you are so precise in your contract about what you will and won't do.

PSA: You should let your customers know if their complaint falls after normal work hours, you are *** out of luck. Write that in your contract. And to boot, you have had my service since 2007, two homes and yet there is no hope for a client after hours. Shame on you.

And shame on you for not being transparent with your customers and SHAME on you that this customer had to absorb $802 only to find out it wasn't even necessary. I feel I am due a refund due to the contractor misdiagnosing my ac unit

#thecustomeralwayscomefirst

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Anonymous
#1531316

AHS has a select network of contractors in each area. They don’t randomly select contractors in a market.

They seek out small, struggling outfits, and promise them a high volume of calls. AHS only uses a couple of “preferred” contractors in each city, often sending them from another city. Why? To control their costs, and the players in the game.

If you are an AHS customer, you also are a player in their game. The contractors learn the game by playing. The rules are not spelled out up front by AHS. The AHS computer algorithm sends ALL the calls in an area to their main preferred contractor in an area, to the contractor that has the lowest cost per call average to AHS.

The cost per call guidelines are established every year by AHS, and it never goes up. For an HVAC call, it is around $200, but is much lower for plumbing and other trades. What does this mean to the consumer? It means that AHS pays a flat rate for each call, regardless of the work needed or performed.

They will never admit this. Why? The contractor can bill AHS whatever he wants, but if he wants to continue with AHS, he can’t do that. He keeps the AHS cost at the target price, regardless of his actual cost, because he becomes increasingly dependent on the promised high volume of AHS calls.

Meaning that extra service trucks were purchased, more technicians were hired, and their own business reputation and clientele were sacrificed in order to service disgruntled AHS customers, of which you may be one. The contractor learns which calls they are forced to lose money on, and which calls they will break even on. They learn to read the coverage of each policy to know what is non-covered, and then they search for those items at the customer’s home. Since the contractor is losing money on most of the AHS calls, the non-covered items are of great importance.

That’s where any profit working for AHS can be found, and nowhere else. That’s why refrigerant, code upgrades and modifications cost so much. The contractor can’t survive without the non-covered items. The customers are livid that they have to pay these costs.

They want to avoid these costs in any way possible. Good, honest people, will stop payment, refuse to pay for services rendered, lie, cheat or even threaten bodily harm to the contractors because of these costs. AHS is behind it, and they know exactly what they’re doing. The contractor also learns to look for denials.

He gets paid the same $200 from AHS whether he replaces or rebuilds the whole machine, or tells AHS it was a power surge, which is not covered. Most of the equipment covered by AHS looks like it has been struck by lightening anyway, that’s why their customers buy these policies in the first place. All the inexpensive repairs have all ready been done. Back to why they only use one or 2 companies in an area, making the customers wait long periods for service.

Once the loss leader contractor gets booked up, and the delays are outside of AHS guidelines, the AHS computer algorithm sends calls to their second contractor, who either has worse survey scores, higher costs, or both. They are also the ones that get sent out on second opinions, to give the same opinion as the first company. Their operating guidelines are the same, and they are competing with the first company to keep AHS’ costs down, so they can get more calls. When AHS customer service decides in favor of the customer to cover something or concession costs for the customer, it doesn’t mean AHS is paying for it.

It means THE CONTRACTOR is paying for it, parts and labor, out of their own pocket, without reimbursement. If the contractor bills AHS more than the low target amount, remember, they will lose future AHS calls, and company 2 will become company 1. Once AHS orders the repair to be made, getting the work completed becomes the next challenge. It takes so long, often weeks or months, because the low target amount billed to AHS has already happened after the initial service call.

No more money will come from AHS on that repair. Equipment and parts come out of the contractor’s pocket, so he is in no hurry. Meanwhile, he is bombarded with many other new AHS calls coming in, (with new service call $, where he can bill the low target amount) and other customers who are unhappily waiting for their drawn out repairs, where AHS can’t be billed. That’s why it takes so long for parts to come in.

The parts are in, or available, there is just no monetary incentive to go pick it up! Once the unsatisfied customer is having a fit, they go to the bottom of the stack, and they get the runaround. That’s why their calls to the contractor and AHS are unanswered. That’s why the contractor can’t be found.

The AHS customers are trying to beat AHS at a game that AHS invented. The customers are willing participants. They want a lot for a little, as promised. But if it sounds too good to be true, it probably is.

They can read the reviews, and then still decide to use AHS, hoping their situation or contractor will turn out differently. They might get lucky, but it is a gamble, and the odds are not in their favor.

ParchedMayfly
#1529736

I feel your pain, I placed a call for AC service 66 days ago and I am still sitting at my house with a broken AC. I have taken a total of 3 days off work to meet contractors.

My 6th visit scheduled today was canceled yesterday at 4:45 pm. Reason, AHS failed to send all the correct parts needed. So now I get to start the 10 day wait for parts all over again. The only thing any of the service reps at AHS have been given the authority to do is to apologize.

I have asked to speak to a supervisor every time I have called them and been told none were available. I have asked to have supervisors call me and they have never called me.

Anonymous
#1529138

The customer is AHS, not the homeowner, and the contractor is paid to play the game, not fix or replace systems. It’s highly unlikely, in the event of a major breakdown involving freon, the homeowner will ever be happy with the service.

The reason is that AHS chooses qualified contractors with mechanics who will represent THEIR interest in the game, not the homeowners. If they told you this, they would be let go. But the truth is that there is an average cost per call of around $200, and if the repair costs more, the contractor has to absorb it, or pass some of the expense off to the homeowner in non-covered items like freon. Most of the HVAC systems covered by AHS need to be totaled and replaced, but the contractor would be the ones paying for it, not AHS, if the contractor can help it.

This is because in order to continue with AHS, the contractor can’t bill AHS for more than $200 average per call. Call your own AC company next time, and get rid of AHS.

The reason freon is so high is the fault of the EPA, by the way, not AHS. But AHS has brilliantly capped their costs at $10 per pound.

Anonymous
#1528084

So between the extra service and the cost of the bogus "warranty" you could have had a nice ne A/C system ...

Anonymous
to Anonymous #1528265

So true...its 90 degrees in my house, not even habitable.

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