Complaint / review text:
I bought my home in October 2010. I had been highly encouraged to use this service due to the fact that my house was a few years old and possibly full of surprises.in December, my water heater broke. It took 3 service calls to determine that it was broken and needed to be replaced. I had to pay $60 for the service call, $180 for the permit to replace the heater, plus another $60 to dispose of the old heater.
Then, in May, my air con seemed like it was not working properly. So, I requested a service call. The technician was flustered and in a hurry. He only checked the inside unit and checked the temperature on the air vents then told me that it was working fine. My house has been so hot since, so I called 2 weeks ago again for a service call on my air con. This technician was thorough. He checked the inside and outside unit. He put some Freon in the unit and determined that the compressor was broken and he would order the part for me. I received a call from AHS a week and a half later informing me that the part was not covered due to the fact that we did not service the unit outside.
I am 51 years old, and I have owned many houses in my life. I have never heard of having to provide maintenance to my appliances. I ordered for service, if they were not working correctly. When the first technician came out, he never even checked the outside unit to at least inform me that it needed service or to offer to service it for me. So now, I have to replace the part myself on top of all the monthly charges made on my credit card since November 2010. Why do we have a service such as this one who is supposed to inform us if we need to do some maintenance or upkeeping or whatever the appliance needs. That is what we are paying for or at least I thought - guidance and service.
Well, I called the company to talk to a supervisor, and once I finished telling him about my situation, he started telling me that it was my fault that I did not maintain my air conditioning unit and it was not covered by their service. I started telling him how dissatisfied I was, and he had such a cocky attitude with me and told me that there was nothing he could do for me. I asked to speak with his supervisor, and he told me that I would be called back within 48 hours. When the supervisor called me back, I received total apathy to what I was saying. I was so livid at this point that I told her that I was going to have to cancel my membership with them due to the lack of cooperation on this matter. She told me that she would transfer me to the appropriate department. Wow! Total apathy! Apparently, they have enough people who pay their monthly fees and they don't need people with broken appliances.
Whatever happened to the old saying, "The customer is always right"? I was shocked at their uncaring attitude. So, needless to say, I canceled my membership with AHS. Why pay them monthly, the $60 service fee plus the repairs? It doesn't make any sense to me anymore. I'm so disappointed that I placed my money and my trust on such an apathetic company. What a waste of money!