Furnace went out on Saturday 13 FEB 2021; contacted AHS to place service request; Their Network contractor was assigned; Online research reviews of assigned contractor showed that contractor was poorly rated. Contractor arrived and informed me that furnace requires a part for repair and that he would order it for overnight delivery and/or pick it up from a parts store on 15 FEB.
Winter Storm closed down all businesses (not an issue and I fully understand on delay of repair) from 15-17 FEB. On 18 FEB contacted AHS contractor who informed me that parts stores are closed. Called major furnace parts distributor in San Antonio and found that some are open. Contacted AHS contractor and informed him of my findings; was informed by AHS contractor that he doesn't use that parts store and will pick up part for repair and be out on 19 FEB.
On 19 FEB AHS contractor refuses to return multiple calls. All parts stores were open is San Antonio at this date. Filed a complaint with AHS and was told by customer service that a contractor would be their within 2-4 hrs to effect repairs neglected by original contractor. 3 hrs later call AHS and was told that no contractor will be out and that first customer service agent provided FALSE information.
Requested to speak with supervisor and was transferred to their "Escalation Department"; Informed by Agent (El) that the original agent provided FALSE information for repair and that original contractor will remain on job; Agent promptly disconnected call while I was trying to explain issues with their Network Contractor.
20 FEB called AHS Contractor "states he's not sure if part store is open today; but will check" Contacted AHS customer service and was told that it's their Network Contractor informed them that parts are needed for repair on 13 FEB and that he is unable to get parts at this time. AHS agent basically informed me that it's their Network Contractor's Problem, Not theirs.SaS
User's recommendation: Save your money and Purchase Home Warranty from different Company.
Product or Service Mentioned: American Home Shield Customer Care.
Monetary Loss: $850.
Preferred solution: Deliver product or service ordered.
American Home Shield Cons: Poorly rated network contractors, Poor customer service.
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