Joel B.
Miami, FLMember since August 2019

Reviews (1)

    • Aug 12, 2019
    • Verified Reviewer

    American Home Shield

    12 weeks without A/C, AHS simply does not care about clients, just bottom line

    We have been AHS clients for over 10 years now and it is incredible to see how a company of this size has simply forgotten that its most important asset is its clients and not its shareholders or its bottom line; without clients there is no business.

    On July the 10th we called AHS to get our A/C fixed, a technician came to our house and fixed it on July the 12th, then again on July the 15th the same machine broke again so the technician came bak to our house at which time we were informed that a part needed to be ordered and that he could not fix the A/C right away. A week went by and on Tuesday, July 23rd we called AHS to see about the status of our repair, at that time we were informed that our claim was on hold because we had to approve some extra charges for the Freon and that without our approval, AHS was not allowed to even place the order for the missing part...this is one week after the technician actually visited our home (by the way, we live in Miami and the current temperature is above 95 degrees, so one week without A/C is not a small thing).

    So, on the 23rd we approved the estimated $550 extra charges for the Freon (a gas that needed to be added at the time of installation) so that they can go ahead and order the part. Another week went by and after another follow-up call on the 30th, we learned that the part had not been ordered yet and that it would take between 5 to 7 weeks to get it. I searched online for the part as I was talking to the customer service person, and in less than 5 seconds I was able to locate it from a distributor who could have it in Miami between 1 to 2 weeks; when I asked the person about this she informed me that AHS can only purchase parts directly from the manufacturer, not a distributor, even if that takes 5 to 7 weeks as opposed to 1 to 2 weeks, because it was other words, it is completely irrelevant that we the clients have been without A/C for over two weeks now because of their incompetence and their supplier's, but we now have to wait another 5 to 7 weeks to get the part just because AHS wants to save some bucks? The incompetence of the personnel working on the procurement side, summed with the fact that the customer support personnel barely speaks English and are simply reading from a script (I'm Hispanic and my English may not be at 100% so I can truly understand and accept some "English with an accent" but this was simply ridiculous and inefficient) and on top of this, the complete and utter disregard and lack of empathy for the client's needs is simply preposterous, we are not talking about a toaster or a washing machine that broke, not even the fridge, we are talking about the A/C in Miami, Florida; there should be some "rules of engagement" or special policy for critical appliances like an A/C in Miami or maybe a heater in Colorado during the winter. What happened to AHS' marketing promise "If we can't repair it we'll replace it"? I guess that they forgot to add that the will replace it whenever they feel comfortable with and only if the price is within their reach or is in line with their bottom line...I don't think that this policy makes anyone "be sure with the shield".

    We are glad to inform that after another follow-up call earlier today, we finally got a clear ETA for the A/C coil that we need, which will be arriving on or before September 30th, only 12 weeks since our A/C broke down for the second time...AHS expects us to be without A/C for 12 weeks in order to save some 300 bucks which I would have paid happily to pay if they would have given me the option.

    Bottom Line: No, I would not recommend this to a friend

    4 people found it helpful

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