New customer of AHS. In early December, the sewage ejector pump in our basement stopped working. Contacted AHS (as this is a covered part) and they sent a plumber (Prime Plumbing) to diagnose the issue.
The plumber said that there would be a $650 charge for "access" (or pump is below a vanity in the bathroom) . . . but that is a different gripe that I won't take up here (access was literally unscrewing 2 pipes; nothing abnormal).
Spoke with AHS and told them that we agreed to pay the access charge to the plumber, I was then charged our $100 service fee by AHS and the replacement was approved by AHS and the plumber was notified of the approval. This happened right before christmas so the plumber said they would order the part and do the repair after the holiday.
We scheduled them to come out and replace the broken part on January 3, 2019. By the end of the day, they had not shown up, nor had they called to tell us they were not going to show up.
We called and re-scheduled for January 5th. Once again, January 5th came and went with no show and no call to cancel.
At this point, we were getting a bit agitated (as my wife was having to re-arrange her day every time to wait for them to come, only to have them no-show), but decided to give them one more try; we re-scheduled for January 12th.
January 12th came and went . . . no show and no call.
At this point, I decided to contact AHS and ask for a new plumber, because this plumber clearly wasn't interested in actually completing the work for us.
After being on the phone for 2+ hours with customer service, I reluctantly agreed to have them re-schedule the same plumber for us on January 14th. The customer service rep told me that she would personally guarantee that the plumber would show up this time and that she would call them to make sure the job was getting done. I told her she wasn't the one doing the work so there was no way she could make this "guarantee" and also said that I was 99.9% confident they would no-show again, but was so exhausted for being on the phone for almost 3 hours that I gave in.
Of course, January 14th comes and goes with no appearance by the plumber, and no call to cancel.
At this point, I'm absolutely furious and call AHS again. They tell me that they'll re-assign a new plumber, but I'll have to pay the $100 service call fee again. Of course, I refused this and asked to speak with supervisor (this was their issue to take up with the plumber that no-showed 5x . . . not my problem). Another 2 hours on the phone and the supervisor finally agreed to send a new plumber out.
The new plumber (RG Plumging & Rooter) was scheduled for January 16th and showed up to do the evaluation, was on time and was very professional.
Plumber said they'd send paperwork to AHS and we'd be hearing from them.
An hour later, we got a call from AHS saying that they would NOT be covering the cost of the broken sewage ejector pump (even though it was already approved after the 1st plumber diagnosed it). The reason they gave for not covering was that there was a "foreign object" in the pump and that voided the insurance. Conveniently, this 'foreign object' was not denoted on the initial diagnosis but was now on the current one, which was preventing us from being covered.
Again, very upset, I contacted AHS and was on the phone with them for almost 3 hours. I finally spoke to a very nice gentleman in the approvals department, who listened to my story, was very empathetic and said he would try to help out.
After speaking with his supervisor, he was able to approve the claim . . . he said that the replacement had already been approved and that the newly-assigned plumbers job was not to re-diagnose the issue, but instead to fix the issue. He said that he would call our new plumber and let them know it was approved and that they could proceed with doing the work.
Haven't not heard from the plumber for several hours - we decided to call and schedule our replacement.
The scheduler said that she received a call from AHS telling her it was approved, but it was not through the "normal" channel that approvals usually happen, so she would need to call to confirm and that she'd call us back once she got confirmation.
We did not hear back that night, so we called her back the next day. She said that she was able to talk to AHS, and AHS told her that the job was transferred back to the original plumber (the one that did not show up 5 times) and that they were going to do the work for us. If the new plumber did the work, they wouldn't not be reimbursed by AHS.
Soooooooooooooo, we called the 1st plumber back and were told that they had not heard that the contract was transferred back to them, and that they had cancelled the work order with AHS.
After this extreme frustration . . . waiting 10+ hours on the phone with AHS . . . wasting 5 afternoons waiting for the plumber to never show up . . . wasting $100 on the service call fee for a service that never got performed . . . and living without a working bathroom in our basement for over a month, we decided to just engage with the 2nd plumber ourselves (outside of AHS) and pay for the $1,200 repair ourselves.
AHS is a dishonest and unethical company that contracts with plumbers that obviously share their values. We are new customers with AHS (contract effective 12/7/18) and we already are looking for how we can get out of our contract. In my 40 years on this earth, I've never had a worse experience with customer service. I will forever advise anybody that is thinking about using AHS to stay far FAR away . . . we wound up paying $1,300 out of pocket and waiting almost 2 months for something that should have cost us $100 and been done in a day . . . all because of AHS' unwillingness to provide good customer service and adhere to the contracts that they agree to with their customers.
The photo I have attached is evidence of all of the appointments that were made, cancelled (because they never showed up) and re-scheduled with the first plumber (Prime Plumbing) that AHS assigned to us.
Product or Service Mentioned: American Home Shield Claim.
Reason of review: Poor customer service.
Monetary Loss: $1300.
Preferred solution: Full refund.
American Home Shield Cons: It fails on promises and services.