Beverly J.
Brookings, ORMember since December 2020

Reviews (1)

    • Dec 29, 2020
    • Verified Reviewer

    American Home Shield

    Customer service a thing of the past with AHS

    • Length of Use: 2+ years
    Overall Experience:

    I called for service on 12/8, the contractor assigned said he'd be out but didn't show. Then he said "next week," but no show. After that no return calls from him.

    I called AHS for another contractor and 2 and 1/2 weeks with NO heat. I got nowhere. The agent, Arielle, in the Caribbean, was hard to understand and had only 1 script. She tried to tell me a contractor from over 54 miles one way away was going to take my call and would be available 5 days from now. I told her they would pay more in gas than my service call would pay them. She said they agreed so we will wait and see. In the meantime, I have no heat and am 70 years old. I said how about we try a local contractor and she said she had no way of knowing who the contractors were because it comes from a que and I had no other alternatives. I asked for a supervisor, she said Ahiell, was not in and there were no other managers or supervisors. I asked for the next level up contact and she said she had none. I asked for the corp phone number and she said I should look it up because she didn't have any contact numbers. She said my only option after an hour with her was to hang up and call back for a different agent. I told her I thought she was incompetent and I was not happy with the hang-up option but I took it anyway. His boss had still not become available and she had nothing else to offer me. Over an hour wasted.

    I hung up and recalled and got Jean in the Philippines, who said she was in the escalations department. She said she would try to help but really only dispatch makes assignments of contractors and after they do that, she makes the call to the contractor. After waiting on hold for over 20 minutes she said she wasn't able to get any one of the two contractors to come out before next week but would keep trying through dispatch and encouraged me to stay with Lamb Air 54 miles away and 5 more waiting days. I reiterated that I am 70, at risk for Covid, and Oregon is much colder than her home country. She promised to call me back in an hour and I gave her the names of 4 companies within my local area to try. I also told her about my experience with Arielle and asked her for a phone number to the CEO, or any corporate number, and she said they are not able to give that information out but she'll make sure to follow up with me for service. We hung up with an agreement that she would call me with an update by 1:30 pm my time, Wednesday. One hour and 13 more minutes of my time spent on this call.

    In the meantime, I tried a number from the web that said it was AHS CEO, it turned out to be another service line. I spoke with April, also in the Philippines. She was understandable and more helpful than the previous two. She said the 5-day wait for service was outside the contract guidelines and she would call dispatch to see if she could help. She took the 4 local names and phone numbers from me to give to dispatch. She also called Lamb Air and confirmed they had me on schedule for next Monday. She also promised to call me back with (hopefully) a better option than waiting with no heat for 5 more days.

    I will keep this update going and let you know how it ends. I am so disappointed in AHS. I've been a customer for over 10 years.

    Pros and Cons:

    • Used to be one call and done
    • Used to have quality contractors
    • In the past it was easy to get ahold of someone when you needed to
    • The red tape
    • Can't get ahold of anyone who can actually do something
    • Hard to understand the people who take the service problems

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

    4 people found it helpful

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