American Home Shield - Very not happy with no effective service for over a month

First to clarify: customer service is the best, though sometimes with strong accent, these third-world folks are doing the best they can to help you. It is really 24/7 and the wait time is 1 second.

But I am not paying big money and service fee for the customer service, I'd rather do not have to deal with them.

My tenant has a built-in exhaust fan issue that has to be fixed, the service request started over a month ago, there was a relatively quick visit by the contractor: SafeWire, the contractor left without any solution, only to provide an estimate to AHS.

AHS ultimately approved everything: green light for SafeWire to arrange an appointment to fix the issue.

(Though I had to make calls to push it to reach this point fast enough, it is going to the right direction, cannot complain).

But that is the end of it in terms of service.

1.

SafeWire does not show up, does not (almost never) take my call, and no longer respond to me.

2. Asked ASH for help finding the contractor, same result.

(If this sounds like a complaint about SafeWire, YES, if you search the internet, I am among almost all others with the same issue: half way SafeWire contractor can no longer be found).

3. At the point of almost a month, the tenant cannot bare with it and threat to refuse rent payment, which is the right thing to do. I have to quickly resolve it by paying out of pocket for a third-party contractor to fix it, which was done quickly, the issue is resolved.

4.

So I ended up having the problem resolved myself at my own cost while paying AHS monthly fee and service fee. Not right.

AHS has no complaint department, email or phone, the only channel is the friendly customer service, which is limited by the policy: No refund if there is already a service visit, understandable. And no reimbursement if not pre-authorized. Of course.

The problem is: AHS did not complete the service, only attempted to, and refused to assign a different contractor or authorize a third-part contractor.

Bottom line: if you are not lucky to get a contractor who actually finish the job, you are dead (paying for nothing), though it is AHS who picked the contractor.

In other words, AHS is not responsible for unfinished business, their job is to find someone to fix it, not being fixed in time?

That will be your problem.

I just put it out there in public, not expecting a solution from AHS. I am sure I am not the only customer in this situation.