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This is a follow-up to the complaint made an hour ago . After being on hold with AHS foe nearly an hour the representative told me a second opinion company would call me .

After checking with the BBB I noted the new contractors reviews had a ONE STAR REVIEW which is worst than the previous contractor. This is why the customers have bad experiences with AHS--

Product or Service Mentioned: American Home Shield Warranty.

Reason of review: Poor customer service.

Monetary Loss: $100.

Company wrote 0 private or public responses to the review from Dec 05.
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Anonymous
#1607985

Any contactor who works for AHS or any home warranty scores low on reviews. Working under the constraints of Home warranties makes it impossible to achieve high marks from customers.

The customers are already ticked off by the time the contractor gets there. The customers usually can’t even schedule an appointment without getting upset, due to the fact that most customers have to take off work in order to be seen, and often have to wait longer than if they’d called any other company for an appointment. Then, to add insult to injury, once the diagnosis is made, the diagnosis is turned into the warranty company first, before parts can be ordered and decisive action taken to get repairs going. Even if the tech knows exactly where to go get the part and it’s a quick fix, he doesn’t have time in his overcrowded schedule of home warranty customers to stop everything and go all the way to the parts store and return with the part, unlike a retail repair company that you might hire on your own.

High volume calls turning over a mere few dollars per call limits their ability to respond quickly and efficiently. Usually, the tech has to report back at the end of the day to his service manager before any information is relayed to the customer or to AHS. Once the customer gets a tech to the home, it is just the first step of many in order to get the ball moving. If there is any way to apply the coverage limitations resulting in a claim denial, the service manager is going there.

The report is turned in to AHS in hopes of a denial of coverage. Then the customer gets a shocking phone call from an authorization rep informing him their repair isn’t covered! Oh boy, the calls get interesting there! The customer might possibly have been informed of a partial denial resulting in huge out of pocket expenses of non-covered requirements.

The tech who was out probably didn’t mention any of this to the customer, because he doesn’t have the time to get into a long debate and the customer would start a barrage of phone calls to his office and AHS before the tech is even back late that night from running service calls. It’s impossible to get anything done when your first customer of the day is blowing up the phone lines all day long. The parts are always on order for extended periods in order to buy more time. The reviews are already negative and the only money that can be billed has already been earned, so there is zero incentive to go back any sooner if the repair is covered.

It really is a miserable existence for everyone involved, resulting in a loss of hope for humanity. If there is any way for a customer to avoid paying the non-covereds, they’ll do it. Sheer misery dealing with those awful people who aren’t legitimate customers.

Money makes the world go around. If you take the money out of the job, it is impossible to provide good service.

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