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Update by user May 07, 2022

AHS still won't respond to my service call, still puts me on hold, still say they will call me back..and don't.

Original review posted by user May 07, 2022

I submitted a claim for my water heater 5/5/22. (Dispatch # 11611****, contract # 56630****).

I explained the problem to the AHS rep I spoke with, "no hot water".

Watkins Plumbing plumbing was dispatched to my house, so far so good. The tech assessed the problem and pointed out the water heater was leaking, as well as not working. The Watkins plumbing tech called AHS to get the approval for the cost of replacement. He was put on hold, disconnected, he called again, was put on hold another 45 minutes and eventually spoke with someone from your office who said they wouldn't approve the work.

The plumber told them that according to their agreement with AHS the amount he gave was per AHS and he had never had this problem with AHS before.

They still insisted on getting a second opinion. The plumber pointed out to the AHS rep that getting a second opinion didn't make sense considering the next closest plumbing company was almost 100 miles away and they were just wasting money on that idea. He even offered to drop the price but AHS's answer was there was no one at your end who could approve it. Considering your website says you are available 24/7 that was the wrong answer.

I should point out that my contract with AHS clearly states for water heater replacement I am covered up to $2,000.

The price Watkins gave AHS was under that amount so I don't understand what was the problem, unless AHS's policy now is "not to honor their contracts" anymore.

I understand that you have the right to ask for a second opinion but when the first opinion was per my contract and per Watkins plumbing agreement with AHS, you don't have that right.

So now I'm back to ground zero so I called AHS to check the status, I was told AHS was looking for another company to send out for a second opinion. I was told I would be contacted within 24 hours. That was 5/5/22. I called back (after 24 hours) was put on hold, disconnected and eventually told the "supervisor" would call me by the end of the day.

That didn't happen so I called back today, 5/7/22, spent half an hour repeating the same problem and asking for a straight answer from anyone at AHS...I was put on hold and eventually disconnected.

So once again I call AHS, was told the same story...someone would call me back.

So far no one has called me and now it's 7 pm.

At this point I have contacted an attorney friend of mine who said before taking legal action, to contact AHS. If I still couldn't resolve the issue to sue your company for fraud.

So now I have contacted your office, I expect a response in a timely manner. You may call me 510-813-**** or respond by e-mail.

I should point out that AHS has left me without hot water for over 3 days, has not honored their contract and shown total disrespect to a 70 year old disabled senior citizen.

I doubt if you want to post this in your reviews.

So I expect someone who knows how to act like a professional contact me.

If I were you I would contact Watkins plumbing and approve the work, considering as hard as your company is trying to nickel and dime me you won't find another plumbing company in my area who are willing to work with AHS.

Sincerely,

John W. Heine Jr.

Retired Building Inspector

User's recommendation: Don't do business with this company.

Product or Service Mentioned: American Home Shield Home Warranty.

Monetary Loss: $700.

Preferred solution: Deliver product or service ordered.

American Home Shield Pros: Dispatch part was easy.

American Home Shield Cons: Bad customer service when a claim is made, Everything they say is a lie, No empathy for customers.

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