******* Service request for Central AC acct assigned to ATR cked system valves w* lots...

GetHuman-igee's customer service issue with American Home Shield from July 2018

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The issue in GetHuman-igee's own words
******* Service request for Central AC acct assigned to ATR cked system valves w* lots of corrosion one is broken.need to replace both to continue w* hetrogeno leak test.No communication from ATR. I called AHS & my acct was tranferred to River City apprx. ****-****, ATR calls **** i let them know AHS transferred acct to another co. River City came out **** cked system w* no charge, tried to do nitrogen leak serch, valve outdoor unit bad-leaking & seized, bottom of unit rusted out more issues if repair is attempted recommended replacement & I would hear from AHS. *** i called RC to find out when they would be back only to find out that AHS transferred my acct back to ATR, I'm still waiting for AHS to let me know this.S*W Kim AHS, who called ATR, they are to come out *** between *-*. Today, I find out from ATR they are expecting payment for freon that has not been installed, no where on the in invoice is it written that payment will be requested prior to them coming back out.Also, on the invoice it lists freon * lbs, however AHS says ATR told them * lbs, which is correct, I asked that of April-AHS she doesn't know.*I would have liked for my account to remain with River City because I don't know if the work that ATR will do has a positive resolution. *I have been a customer with AHS for several years and I've never received that type of treatment, lack of communication from AHS to myself and the lack of any notification that my acct has been transferred back and front. This a short version of the nightmare that I and my family are currently experiencing. Kimberly (AHS)told me AHS would reimburse for a portable AC up to $***.*** the least that i could find was $***. w th tax $***.**. Now, I have an unexpected bill $***.** what I didn't expect to incur because of this AC situation. As a partial resolution, I would like AHS to fully reimburse the cost of the portable AC. I have the receipt. I would like to encourage your Customer Service & Customer Support teammates to do a better job of communicating with your customers. Unbeknown to my acct was transferred from River City to ATR, and I never would have known this without having called River City* again this is how I found out that my acct was tranferred back to ATR. I was told in yesterday, by Kim that my account never should have been transferred to River City. I was also told by Patty(AHS) which ever company contacted me *st ATR or River City this is the company that has my account. A positive resolution would be full reimbursement for the portable AC and replacement of the unit. ATR is requesting that I pay this in advance mind you on the written invoice * lbs of freon needed ATR tells AHS * lbs needs. Again whose to say which is correct, I'm at the mercy of this company, ATR. AHS can't tell me how I can determin how much freon is actually needed for my unit. Also, whatever ATR does, and it doesn't work, AHS says my acct goes into Recall & ATR has ** days to fix the problem. I pray that no one has to ever experience being without AC for ** days and counting.
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American Home Shield

Customer service issue
Reported by GetHuman-igee
Jul 3rd, 2018 - a yr ago
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GetHuman-igee started working on this issue
Jul 3rd, 2018 10:44pm