Best Home Warranty Companies In taylor, michigan

Terry Qualls, Taylor

On Jan 11, 2018

American Home Shield (AHS)

85yo SENIOR HEALTH ISSUE: Total disregard/lack of concern for resolve & customer service. Over 6 hours ON HOLD hours alone since Jan. 4 trying to get resolve for my 85 yo father who has dementia. This does NOT INCLUDE the numerous hours spent since October, 2017 holding for the perpetual "unusually long hold times...more than 30 minutes", schedu...View Moreling for service, service call, waiting for parts & reschedule to replace parts. Jan. 4: Customer Service did just that - provided Customer Service & said they would replace fridge. Jan 9: Hadn't received email as advised so back to the "unusually long hold times...more than 30 minutes". About 1.25 hours on hold, reached Janet, purchasing. Advised me while Customer Service Supervisor approved replacement, it wasn't a supervisor who filled out form & stated "Customer Service isn't allowed to offer replacements". She would send info back to Customer Service to address issue. Requested to speak to supervisor & told "Supervisors don't take live calls". Will have to wait 24-48 hours for one to call back - because I have 24-48 hours to stand by to wait for a call back - as if I don't have a job & an elderly parent who requires 24 hour care. Jan. 10: Of course, I had to call back. I was shocked to hear on a Wednesday they have "unusually high call volume..more than 30 minutes to speak to a representative". Reached someone after only 20 minutes holding who said "system updating - call back". 48 minutes holding before speaking with Lisa. Advised saw notes where replacement authorized but waiting on info from serviceman. Jan 11: After HOLDING ANOTHER HOUR spoke to an agent & asked to speak to supervisor. Told me if waiting for sup was >10 minutes I would have to wait for someone to call me back. To my surprise, I actually got to speak to a supervisor or one who seems to hold that title. Lincoln 0539#, Supervisor Customer Service. He is the first one after the several people I spoke to tell me a "replacement" was never authorized. I told him he was a liar - he said "no one understands the notes like I do". Since he already lied to me & his arrogance was appalling, I asked to speak to his supervisor. His response, "there is nobody above me...Look it up on line to get in touch with corporate. We only have the address". So, still waiting for a refrigerator that is cooler than 62 degrees. Hoping to keep ahead of my father who has dementia from eating any bad foods. Not grocery shopping for weeks because no where to keep food cold. Dependent on MI weather since I'm using the outdoors but dependent upon daily weather it either gets warmer than 50 degrees or freezes the food. It's a choice, either warm milk or partially frozen milk. After a full week or being misled for a replacement, now we are told we will have to wait on another replacement part from the Jan. 4th repair. After that part installed advised it needed a mother board. Lincoln said "we cannot expedite parts" so we are again at the mercy of receiving the part & then waiting for service to install it. It shouldn't be this exasperating for customers. They don't have to go through this hassle for their monthly premiums. American Home Shield isn't spending money on employees to answer phones timely. HOLDING for more than 6 hours to even speak to someone is poor, let alone involving the customer in a TIFF BETWEEN DEPARTMENTS of who can approve what. Then to speak to someone such as Lincoln who lies to the customer - all around poor business. I'll copy/paste this to all the sites available looking at American Home Shield's Customer Satisfaction which went from a 2 to a ZERO!!!! View Less