American Home Shield - Poor communication and Customer Service, installation incomplete, stolen items!
After two techs and a month without a washer AHS offered us cash or a replacement. They didn't order the washer and pedestal at the same time and that is not our fault.
The rep went in circles and was hard to understand. We accepted the washer and got our own pedestal (same model) . They agreed they could install if it was here-same one-We were never offered to order at the same time in two weeks. She was very confusing and said call back in 2 weeks it is on backorder for the pedestal but they wouldn't install it at that point!
The washer is bigger than the last and very heavy and my husband cannot do it. So the delivery guys were rude and unprofessional, would not simply install the washer on the pedestal , even tho their boss confirmed upon the delivery date phone call, and they left . They stole the bolts you have to have to move the washer at all -to move or to install on the pedestal! I have back problems etc and cannot use the washer this way.
2 reps at AHS said this was done wrong but no one is resolving it. Also in over a week no one called back and the hold times are over 2 hours. we have spent atleast 12 hours on hold so far collectively , still can't use the washer due to my back , no resolve, no accountablity for the rep who didn't communicate clearly or understand and no accountablity from the guys who stole the parts. We tried to hire someone but no one will do it because we have a warranty and some because they can't because we don't have the bolts.
This has created alot of stress and frustration daily. We will not renew in August unless it's fixed. We were very happy with AHS until this. This has been almost two months and is dysfunctional.
Also you cannot email or chat with them.They have changed since we started with them.
we took pictures of the manual showing you need these bolts and it is also online. so far, AHS has screwed us over .
User's recommendation: look at reviews and consider other companies . if you go with them, get an email with details if possible, also if they offer a check just take it. If you cannot understand someone or they cannot understand you ask for another rep. i did do that once but sometimes they won't transfer you. no offense but you do need to speak and understand english clearly to do a customer service job.
Product or Service Mentioned: American Home Shield Warranty.
Monetary Loss: $300.
Preferred solution: Their contract guys stole the bolts, they need to send guys out with bolts and install the washer on the pedestal . It is impossible for anyone to do it because they stole those parts and we should not have to pay hundreds of dollars to fix their mistakes.
American Home Shield Pros: It has been reasonable for annual fee and contract fee, It seemed like a great company at first.
American Home Shield Cons: To fix the problem it would cost more, Very poor and dishonest service, No chat on website, Vendors are not qualified requiring additional service, Our issue is not resolved.