On 06/21/20, I filed a claim for service. The water heater was leaking and a local plumber told him the water regulator was bad causing high water pressure into the house which caused the problem.
On 6/22/20 AHS had a plumber come out and looked at my water heater and the water regulator. Said he needed authorization. Later that day I received a call from AHS’ Authorizations and was told that high water pressure was not a covered item. I told the rep that the reason I had high water pressure into the house was because the water regulator was not working and that my contract specifically stated that the water regulator was a covered item. He told me that he would speak to his supervisor. The rep came back on the line and told me he would have to call the vendor (plumber) for clarification. He told me that he would call me back either later that day or the next.
On 06/23/20, I received an email letting me know that my work order had been completed and to call back if I continued experiencing problems. I called AHS and spoke to "Katie" who told me that the item was not covered. I asked her whether they had received additional information from the vendor. She claimed that I had an out-of-pocket cost of $480 due to the item not being covered. I told her that the rep was supposed to call the vendor for additional information and call me back. She then said that they had not heard back from the vendor and they were still waiting to hear back. I asked her for her last name or an employee number. She said she could not provide me with her last name and didn’t have an employee number.
On 06/24/20, I called AHS and spoke to Jessica. She told me that the item was not covered and I had an out-of-pocket cost of $480. I told her to read the notes as I was waiting for a return call from AHS as they were waiting for clarification from the vendor. She said she would call me back.
On 06/25/20, I called AHS again. The wait time has always been about 40 minutes and up to 1-hour plus. During my wait time, I accessed my account online and communicated with one of your representatives via Live Chat. Your rep, Joyce H., told me that high water pressure was not a covered item and that my claim was closed. I asked her whether they had heard back from the vendor for clarification. She told me that claim notes indicated that the claim was closed and that if I chose, I could have a second opinion, otherwise they would stand by the original vendor’s diagnosis and it was an uncovered loss. While communicating with Joyce via Live Chat, your representative Francis answered the call. She provided me with her employee number 8027066. I told her the situation and she told me that they had not heard back from the vendor and that she would call them while I waited on the phone. I continued communicating with Joyce telling her that Francis was assisting me by calling the vendor and not just telling me that the claim was denied. I told Joyce she had been no help and gave her a negative rating. I then ended the Live Chat. Francis returned and told me she had read the notes and that she thought it was a covered item but that she would have to speak to the vendor for clarification. She told me she had already left a message for the vendor and that she would call me back.
On 06/26/20, I called AHS yet again. I waited for 40 minutes for someone to answer. Ivan answered and provided me with his employee number 3320376. I explained to him what was going on. He apologized and said he would investigate further. He placed me on hold…20 minutes later, the line disconnected.
I called again and waited 20 minutes. Ben answered and I asked for his employee number. He said he was not allowed to provide me with that information. I asked for a supervisor and he asked me to explain what was going on. I told him what I had been going through and that the leak continued causing additional damage. He read the notes and told me he would try to get a supervisor. He returned and said that the supervisors were on managerial calls and couldn’t take my call; however, he would connect me to the Escalation Department. He transferred me and I spoke to an individual who identified herself as Ash. She told me that the Authorization’s department was closed and that she would call me back on Monday. She said her employee number was A. Bernard.
Pros and Cons:
Bottom Line: No, I would not recommend this to a friend
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