GetHuman5102833's customer service issue with American Home Shield from July 2020
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The issue in GetHuman5102833's own words
Get money to buy a new refrigerator ... In early May, we contacted American Home Shield to report that our Samsung refrigerator was leaking water. In order to report this I was on hold for ** minutes. As was indicated I was contacted by a repair service the next day however he could not come out for approximately two weeks – the visit was scheduled for May **th. The repair man came out and checked the refrigerator, worked on it, and determined that we needed parts which he would order. He explained that we would receive four packages containing the parts. When we received all of the parts all we should contact him through the service number.**Weeks went by and some packages arrived, two then a third. During this period the refrigerator continued to leak both into the center drawer and on to the floor. We continually mopped up this water and were unable to use the center drawer at all. The ice maker also did not work during this time. After two weeks our own handyman was available to come out and he turned off the water to the refrigerator. This should have been done by the first repair person. During this time our hardwood floors between the refrigerator and the sink were damaged. After waiting several weeks the fourth package still did not arrive. I called the repair number and explained that I had been waiting for weeks for four packages to arrive and only three had arrived. They indicated that they would send the service repair person back out – perhaps one of the three packages contained the fourth part.**It was now late June*early July. A different serviceman came out and he worked for quite a while on the refrigerator and determined that it was not repairable. He indicated the leaking water was occurring inside one of the walls of the refrigerator and, as a result there was no way to work on it. He explained that the refrigerator would have to be replaced and we would be contacted by AHS with our options.**We waited for days for a call and none came – WE RECEIVED NO COMMUNICATION FROM AHS. I attempted to contact AHS three times. Each time I was put on hold for **-** minutes. When my calls were finally answered, I explained who I was and provided a call-back number in the event we were cut off for any reason. I specifically asked if I would be called back in the event that we were cut off and was assured that this would be the case. In each of the three calls I was cut off and waited the rest of the day for a call back which never came.**This occurred during each call after I had been on hold for an extremely long time. I have been waiting several weeks to be contacted by AHS for some resolution of this situation. After AHS failed to return any of my calls I have resorted to using the website to contact AHS. During my last phone call I asked if we could simply get a check for the dollar amount to replace the refrigerator. The representative put me on hold to check if this would be possible. After a long hold we were again cut off. I was never contacted again.**Please contact me so we can get this resolved. Obviously, Samsung made a piece of junk and I would never buy one of their products again. **Thank you for addressing this promptly but I really don’t understand why I wasn’t contacted to resolve this at the time it occurred.**Richard P. Majka***** Red Sky Drive*St. Charles, IL *****
How damaged our floor is and how much that will cost to repair and the we have been dealing with this problem for almost * months
Give us the money
Called many times
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