American Home Shield

American Home Shield

October 17, 2005

I am writing this because of the callous treatment I received from a “customer service supervisor” at American Home Shield. After four days of waiting for a plumber to even call us back, and then to come and fix a clogged toilet that had been flagged as an “emergency”--the plumber finally arrived. He spent about five minutes trying to fix the clog, then left saying “Call them back. I can’t fix it”. However, apparently he never informed them that he had been out, or submitted whatever info they need in terms of an assessment. He never identified himself, gave us any paperwork, nothing—just walked in, tried a few times with a toilet snake, walked out. That was it. After several hours of waiting, I called back—and was told that by Supervisor “Jason” (initials JMC) that they would not send another plumber until the first called him back. He refused to name an amount of time they would wait for the call, just said that they would absolutely not open another request unless they had a report from the first plumber. Needless to say, the day went by and he had never called—so our toilet is still clogged. No help, no assurance that it will be handled in a timely manner, if at all. When I asked “Jason” if I could speak to anyone else, he said no. “There is no one at the company that you are allowed to talk to on the phone”, was his exact comment. He would not transfer my call, would not answer my questions about if there was a policy in place if the plumber NEVER called back. He simply kept repeating “It is our policy not to send another order.” Over and over and over again. As a mother of two small boys whose husband is hospitalized for a long term critical illness, I simply can’t wait for days and days at home for American Home Shield to decide they feel like honoring their contract. And the callous automaton with whom I spoke should NEVER have been made a supervisor. I had spoken to a lovely woman earlier in the day who was eager to help… and then this. I am absolutely appalled at the treatment I received from this company. I am planning on sending this to the Better Business Bureau, and anyone else who will post it prominently. Kay Click this link to e-mail the message author: Email User