More to the story - we just received a call from the service tech at *:**. Evidently he was told to call us becaue we have kept calling Rapps. He wanted to come in the morning becasue it is now dark and he still had to go to Sprtanburg (approx an hour away). My husband told him the heater was leaking and would probably need to be replaced. The tech agreed and said it would tak approximately a week to get approval from AHS to replace the unit.

GetHuman-wrcolema's customer service issue with American Home Shield from January 2019

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We have had AHS contract since July **** and have never had to call for service. Early Last Thurs. morning, *********, we discovered we had no hot water. My ** year old husband crawled under our home and found the gas water heater spewing water. He turned off the water and gas supply to the heater and come to call you guys. We were told that the service provider would contact us within an hour to schedule service and were given the name and phone number of the service provider. My husband noticed that the phone number we were given was *** - nor the area code we live in - ***. when we received the call we asked where they were located and were told they were located in Rock Hill, SC over *** miles from our home. They "Rapps Heating & Air" told us that they service our area but they could not schedule a service call until Monday, **** between *:**pm - *:**pm, We told them that was not satisfactory as we had no hot water in the middle of winter and the service was over * days away. We also said that we had hundreds of plumbing companies in our area. The Rapps dispatcher called her technician to reverify the time. No change was made. I immediately called AHS and had to wait an hour on the phone only to be told that I did not have an emergency and that their service providers did not work on weekends. Now keep in mind - it was still Thursday morning. After requesting a supervisor, who chose not to talk to me but rather communicated to the girl on the phone things to tell me, Again I was told that not having hot water was not considered an emergency unless there was going to be secondary damage Since my water heater is under my house, it was determined that there would be no secondary damage - so it did not qualify for expedited service. At this time my husband returned home and spoke with AHS - after some heated discussion with your customer call rep. he was put on hold for a while and then told that Rapps had accepted the expedited service and would be at our home the next day - Friday between * - *. My husband reconfirmed the time before hanging up. On Friday, at around *:**pm we called Rapps to try to find out what time they would arrive and was told that our appointment was on Monday from * -*. After my husband shared the conversation with AHS of the day before, Rapps told him they NEVER received the order from AHS for expediter service. He immediately contacted AHS and was told that they could see in their system that the service had been been moved to expedited, but was told they evidently forgot to send the order to Rapps She then contacted Rapps and was told the best they could do was Monday between ** - *.*After not hearing anything by *:**pm today (Monday), we called Rapps to check and were told that we were on the schedule for * - * - NOT **-* like we were told by your rep on Friday. Well, it is now *:**pm and , we have still not been contacted by Rapps and no service rep has been here. We are quite sure the heater is going to need to be replaced and have been told by Rapps that if that is the case , they will need to get approval from AHS. Based on our current experience, that will probably take another * - * days of us making calls to get you to do what we have been paying for for almost * years. Check your records - we have never missed a payment nor has one ever been late!**Your service is ABSOLUTELY NOT WHAT YOU ADVERTISE! What do you plan to do about this??
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American Home Shield

Customer service issue
Reported by GetHuman-wrcolema
Jan 14th, 2019 - 9 mons ago
I have an issue with American Home Shield too
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Jan 14th 11:05pm