I am not sure where to start or exactly sure why a company like this is allowed to practice business. I have never filed a complaint or ever thought legal actions against a company and hope I never will. My initial request was for a pool filter issue, which is covered. American Home Shield contracted with a company called "Premium Contractors," which took over a month to resolve the issue, which included multiple visits from some of the rudest individuals/contractors I have met.
The second request was to American Home Shield for my pool pump, which is covered and is 15 years old. They sent a contractor to the house who refused to call or text me after diagnosing it, since I wasn't present during his inspection. Later that night, I get a voice message from American Home Shield saying the contractor reported the pump motor stopped working because of secondary damage, leak, and rust, and he even took the liberty to tell them it wasn't due to wear and tear.
After an hour with the American Home Shield authorization department trying to explain that I have never touched the pool pump, there was no leak or rust, and that it was working fine to the day before I called them when it started humming, but to no avail. I asked if the contractor had sent pictures of what he thought was the leak or rust, and I was told he hasn't because he sent a detailed diagnosis. When I asked for the detailed diagnosis, I was given the one liner I mentioned above. I also asked if he didn't take any pictures, wouldn't that raise concern to them that he made a concrete diagnosis which led them to deny the claim just on his word? I told her that I can send pictures to prove otherwise, and the reply was that it didn't matter and I quote, "at this point, it’s your word against his, and the claim has been denied, and there is nothing that can be done about it."
Now, I am not naive enough to think that these contractors are hired for their ability to fix problems for consumers, or for their higher level of competency and moral aptitude. They work for the insurance company American Home Shield and their driver is to save them money by whatever means, so American Home Shield does not have to pay for things they should contractually be obligated to cover to secure future work orders.
I requested a second look, which I'll need to pay the insurance for. I am still unsure why I am left in this position, trying to fight this in the first place. But this predatory behavior needs to be promptly addressed by the BBB. And while I do hope my issue gets resolved, I would plead with the BBB to PLEASE address this and HOLD this company liable/accountable for this behavior and similar ones, and not to overlook these consumer complaints.
I work in the medical field, and if someone had used such manipulative and unethical practices and tactics, they would immediately lose their license and even be thrown in jail. Why is American Home Shield and similar companies not held to that standard and is able to prey on its customers?
Bottom Line: No, I would not recommend this to a friend
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