American Home Shield Technician Likewise Unaware Of How He Stay In Business

According to the customer’s blog, the following is an actual conversation he had with the American Home Shield (AHS) technician responsible for denying his warranty repair claim. People buy extra warranties from AHS to insure against the costs of various home repairs.

HIM: “We don’t have your compressor.”
ME: “You guaranteed that you would have it today. You told me that you could call the supplier and have them hold it for you. What happened?”
HIM: “I don’t know. We don’t have your compressor.”
ME: “What about your guarantee? Did they sell the compressor between 3:30 yesterday and 10:30 today?”
HIM: “I guess so.”
ME: “How is that possible? You said that you guaranteed it would be installed today. Are you telling me that your guarantee is worthless?”
HIM: “I guess so.”
ME: “Do you routinely do this to your customers? Promise them something and then fail to deliver it?”
HIM: “I guess so.”
ME: “How are you still in business?”
HIM: “I don’t know.”

His complaint letter to the company follows…

Patrick V
[redacted]
Chesapeake, VA 23323
757.[redacted]

American Home Shield
Attn: Claims Department
P.O. Box 849
Carroll, IA 51401

RE: Contract # [redacted] / Dispatch # [redacted]

To Whom It May Concern:

This letter is in reference to the warranty claim denial of July 9th, 2007 for contract #27240005. My claim for the repair of the air conditioning unit was denied because the technician from Interstate Building & Mechanical Corporation erroneously believed the unit had not been properly maintained. The IB&M technician opined that grass clippings and dirt got into the compressor and caused it to “burn out”.

After a series of unsuccessful attempts to arrange for IB&M to repair the unit, I contacted another provider, Lloyd’s Electric, who determined that the compressor was, in fact, operational and that the motor fan had simply worn out. The Lloyd’s Electric technician also advised that compressors cannot burn out in the way suggested by IB&M as the device is a “closed system” without openings or any way for debris to get inside.

In addition to the incompetence of the IB&M technician, this situation was exacerbated by the unprofessional conduct of the AHS claims representative. Not only did this individual neglect to entertain questions or offer an explanation for declining the claim, he went on a tirade against a customer. These factors combined to unnecessarily delay repairs for more than a week. The specific details of what transpired from the time I requested service around 8:00 AM on July 6th until the air conditioning was restored (by Lloyd’s Electric) about 11:30 AM on July 13th are outlined in the enclosed narrative.

Inasmuch as the air conditioning unit was repaired by changing out the fan without the need to replace the compressor, it is undisputed that the IB&M technician misdiagnosed the problem. The worn out motor fan is clearly a covered item under our warranty and, as such, I respectfully request reimbursement for the enclosed invoice ($452.00) from Lloyd’s Electric and a refund of the service call fee ($55.00) paid to IB&M. As outlined in the aforementioned narrative, I did everything I could to mitigate my damages (e.g., stayed home two nights, lived with my in-laws, etc.), but still incurred out-of-pocket expenses ($217.34), which are likewise documented. Please note that I work from home and as such, the gasoline charges are not an expense I would have otherwise incurred.

I look forward to an amicable and timely resolution of my claim. Please do not hesitate to contact me via telephone or by email at patrick.veverka@gmail.com in the event you have any questions. Thank you in advance for your cooperation in this matter.

Very truly yours,

Patrick Veverka

Expenses

Lloyd’s Electric HVAC Repair $452.00
Interstate Mechanical Service Fee $55.00
Great Bridge Vet Animal Boarding $55.20
Food $65.93
Gasoline $96.21

Total $724.34

Narrative

On Friday, July 6, 2007, we woke up to find that our air conditioning had stopped working. I contacted American Home Shield and put in a request for service that was acknowledged at 8:40am. As the weather forecast was calling for 95+ degree temperatures (with heat indices well over 105 degrees), I requested that we be given some sort of priority or emergency status because we have a baby in the house who should not be exposed to those temperatures. I was informed that the temperatures forecasted were not high enough to qualify as emergency levels. There was no response to my inquiry as to what temperature did constitute an emergency.

After receiving the email confirmation of my service request, I contacted the assigned contractor, Interstate Building & Mechanical, via telephone in an attempt to get the unit fixed before the weekend. Unfortunately, they were unable to schedule repairs on Friday and indicated we would have to wait until Monday. We spent the daytime hours out of the house over the weekend, but did return after sundown and slept through the 75 degree nights.

On Monday, July 9th, my wife and son left to avoid the heat and I stayed behind to wait for the IB&M technician, who confirmed an appointment time between 12pm and 4pm. The IB&M representative (William) arrived at 3pm. I explained to William that the unit is humming, but the fan will not spin. He inspected the unit for about 20 seconds and then went to his truck to make a 5 minute phone call, during which I presume he was conveying his opinion as to the problem to someone else.

William came back to me and stated “the compressor burned out because there were grass clippings and dirt in the compressor.” Since I know nothing about air conditioning, I accepted William’s expert opinion and agreed to replace the compressor. He then informed me that Interstate does not order compressors as that is the responsibility of AHS. He said that once the compressor was received, he would return at a later date to install it.

William then tells me that I need to sign the necessary paperwork and that he will call AHS on his drive back to let them know the situation. He tells me that he hopefully can come back the next day to install the compressor. William seemed as if he could not get out of the house quick enough, which I initially attributed to the unbearable temperature.

About five minutes later, a AHS claims representative called and without the courtesy of identifying himself, initiated the conversation with a most adversarial and combative attitude. He stated “there is no way that AHS will pay for the repairs because it is a maintenance issue, not a wear and tear issue.” He then cites five different subsections of my warranty before I even get to speak and he is practically yelling at me the entire time. I remained calm throughout the discussion despite the fact the AHS representative was neither receptive nor responsive to my questions.

I am not the first owner of this property and have no idea as to idea what, if any, prior maintenance was performed on the unit. I understood AHS will not pay for this repair because the IB&M technician decided that it is a maintenance issue. The claims representative then informed me that AHS is specifically excluding the unit until I send them a letter from a repair person confirming the unit is operational. Since I am in the process of selling my home and maintaining a paper trail, I asked the claims representative to confirm everything in a letter or email and he refuses. He offered no explanation for his refusal, ignored my renewed request for documentation, said there was nothing else to discuss and then abruptly ended the call.

I immediately called William and he informed me that he was already enroute to his next job and that the earliest they could return and install the compressor is Wednesday, July 11th. Although this is not ideal, I agreed and confirmed with William that the new appointment is 12pm-4pm on the 11th. My wife, my 13 month old son and I head to the in-laws.

On Wednesday, I left the in-laws and drove 45-60 minutes back to my house. I waited from 12pm-3pm and began getting dizzy from the heat. I called the IB&M technician and we had the following conversation:

ME: “So, you guys still coming out before 4pm?”
WILLIAM: “I meant to call you. We couldn’t get your compressor. They don’t have any.”
ME: “When did you find this out?”
WILLIAM: “This morning.”
ME: “Why didn’t you call me this morning about this so I wouldn’t have had to come over from my in-laws?”
WILLIAM: “I forgot.”
ME: “When can we get a compressor in?”
WILLIAM: “I can’t get one in.”
ME: “You never can get our compressor back in? Is it a special type that no one carries?”
WILLIAM: “No, it’s a standard 2 ton compressor. We just don’t have any. You might try another repair company.”
ME: “Who would you suggest?”
WILLIAM: {Names 2 companies}
ME: “And these companies can install the compressor too?”
WILLIAM: “No, they are just suppliers.”
ME: “So why can’t you call them and get the compressor and install it for me?”
WILLIAM: “Oh. {PAUSE} Give me 20 minutes and I’ll see if they have it.”

While Interstate searched for a compressor from one of their other suppliers, I decided to call another company, Lloyd’s Electric, to see if they could help. Lloyd’s said they would need to check on the availability of a compressor and call me back.

William called back and said he can get the compressor and install it Thursday, July 12th between 12pm-4pm (probably closer to 12pm though). Inasmuch as he had already missed an appointment, I ask him, “Are you absolutely sure that you can install it then?” William stated “I guarantee it will be there.” I informed William that I had already called another service provider and am waiting to find out if they can make repairs any sooner. He stated he understood and that he will plan on coming over between 12-4 unless I call him to cancel.

Lloyd’s Electric called back and advised me they have a compressor, but cannot complete repairs until Friday around noon. I thanked them for their timely response, but advised them we were going with IB&M because they promised to restore the air conditioning on Thursday.

On Thursday, I call Interstate about 10am and the following discussion ensued:

ME: “Hi, this is Patrick. You’re coming over to repair my compressor this afternoon and I wanted to make sure everything was still in line.”
WILLIAM: “No, we’re not.”
ME: “Yes, you are. You said yesterday that you would have the compressor and be here between noon and 4.”
WILLIAM: {muffled}
ME: “Noon? You’ll be here at noon?”
WILLIAM: “Nope. I said nope. We don’t have your compressor.”
ME: “What? You said that you would have the compressor and that you would be at our house to install it between 12 and 4?”
WILLIAM: “We don’t have your compressor.”
ME: “You guaranteed that you would have it today. You told me that you could call the supplier and have them hold it for you. What happened?”
WILLIAM: “I don’t know. We don’t have your compressor.”
ME: “What about your guarantee? Did they sell the compressor between 3:30 yesterday and 10:30 today?”
WILLIAM: “I guess so.”
ME: “How is that possible? You said that you guaranteed it would be installed today. Are you telling me that your guarantee is worthless?”
WILLIAM: “I guess so.”
ME: “Do you routinely do this to your customers? Promise them something and then fail to deliver it?”
WILLIAM: “I guess so.”
ME: “How are you still in business?”
WILLIAM: “I don’t know.”
ME: “Well, this is the worst customer service I have ever received. I am going to get off the phone with you now and call the warranty company and let them know about the poor level of service you provide.”

Fortunately, Lloyd’s Electric still had the compressor and an open time on Friday to install it. They arrived the next day and I told them the exact same thing I told the IB&M technician, “the unit is humming and the fan won’t spin”. The Lloyd’s Electric technician conducts a thorough inspection of the unit and determined the compressor is perfectly fine and that the motor fan is broken as a result of fatigue. Additionally, he informed me that it is physically impossible for dirt and grass to get into a compressor (as diagnosed by IB&M) because the compressor is a closed (i.e., self-contained) system without any openings.

Clearly, Interstate, American Home Shield’s agent in this matter, not only misdiagnosed the problem as being related to the compressor, they also were incorrect about the genesis of the problem. The problem was definitely attributable to a wear and tear issue – namely the worn out motor fan. As such, all repairs to the air conditioning unit should have been performed under the AHS warranty.

I respectfully request reimbursement for the attached repair invoice from Lloyd’s Electric and a refund of the service call fee I paid to Interstate. Additionally, I am also submitting documentation of out-of-pocket expenses we incurred while waiting for AHS and IB&M to repair the air conditioning and make our home habitable.

While we love sitting down to a warm bubble bath, a bottle of Malbec, and an epic consumer complaint to chew on, and we feel for Patrick’s plight, we gotta say, “EDIT!” If you want a company to read your letter, keep to under one page. ONE page. The entirety of the dealing with the technician could be summed up as, “The technician behaved rudely and seemed to be trying to invent reasons to deny our warranty repairs.” If you want your letter to induce more than glazed eyes, keep it under one page.

Home Warranties Stink [patrick.veverka.net]
(Photo: Getty)

Comments

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  1. Dead Wrestlers Society says:

    I used to be an office manager of an HVAC company who took work orders through American Home Shield. DO NOT USE THEM!

    Customers would always get so mad about what their policy wouldn’t cover, they would always end up getting screwed.

    Before buying a new home, call an HVAC company and get them to inspect the furnace/AC/heat pump or whatever system is being used in the house.

  2. philipbarrett says:

    AHS kept sending the most brain dead/corrupt pool service company in the planet to fix my pool. One time the “technician” told me I needed a $200 pipe clean out. I went back to the pump & the valve was shut off.

    Finally AHS agreed to send a different company when I refused to let the first group back into my yard.

  3. DeeJayQueue says:

    I would point out that while AHS might be a scummy company, they weren’t really the ones to blame here. IB&M were, since it was their technician (William) who mis-diagnosed the problem in such a way as to make AHS feel the need to deny the claim. I’m sure compressors aren’t covered under the warranty, they were just going by the book here. If IB&M had correctly figured out that the fan motor was broken then it would have been covered in the first place.

    If anything, this brings to light that just because your home warranty company uses them, they’re not necessarily the best contractors. In fact, some of them are idiots.

  4. backbroken says:

    Exhibit #1,325 as to why warranties are never as good of an idea as you think they are.

  5. Don Roberto says:

    They stay in business by screwing some customers. Call it their version of the bank’s float.

  6. bnet41 says:

    In college I lived in a condo with a friend. He owned it, wealthy parents I guess, and he had one of these warranties. I remember this one week where this home warranty paid for itself for like a decade. The heater went bad, and basically the whole system needed replaced including A/C. Then a few days later the water heater goes bad, and when they were working on it, they found the floor underneath had rotted and needed replaced. Many thousands of dollars in repairs covered. I was amazed.

    I still have my doubts about these things, but that experience really made me think.

  7. RandomHookup says:

    Interesting use of the English language in that headline, you think?

  8. JMH says:

    If you’re going to redact the surname at the beginning of the letter, you might want to also redact it at the end of the letter.

  9. rphoenix says:

    I am a former AHS customer and have to say they pretty much suck. I had two or three different claims that they denied that were beyond the ridiculous. My favorite two were, not clearing a clogged sink because it was not properly installed (but it was in the house when I bought it and a previous technician cleared the pipe without objection a year before) and calling a plastic aerosol cap a pipe obstruction, thereby denying the claim. I could go on about their non-sense, but suffice it to say, they provide very little protection to the homeowner.

  10. Elvisisdead says:

    I’m a former AHS customer, and they suck so badly, it almost defies comprehension. I can second that they use crappy subs, and they will find a reason to deny your claim. Or, even better, they’ll only pay for part of it.

    I had a leaky drain stack from the second floor bath. They only would pay to have the stack repaired. The plumber opened a huge hole in the wall to fix it, and then AHS said they wouldn’t pay to have the hole closed – they were only obligated to repair the leaky plumbing. So I learned how to do drywall work in a hurry.

    The guy they sent out to fix the dishwasher was good, though, and told me up front that they wouldn’t pay for anything (for a split tub that was spilling water all over my kitchen floor). He was right. They told me to call GE and claim it under the warranty (with no receipt, original paperwork, etc. – it came with the house). So, $300 later, I had a new dishwasher.

    Put the $300-$400 it costs in a savings account and then use it to pay for repairs. You’ll get a better return, or a new dishwasher.

  11. kubus_gt says:

    AHS came with my home when I bought it. I had couple different problems with HVAC and the fridge. AHS paid nothing, everything was denied because it was pre-exisiting condition. Well heck, that’s what the purpose of a warranty is, or maybe not to AHS.

  12. Jon Mason says:

    I got AHS with my home I recently bought – had to call them one time so far, as I couldnt get the pilot light to come on. They came out on time, the guy they sent was professional, took the time to explain everything to me and they paid it in full. Was only a small repair and not had to call them for anything major, but they treated me well that time.

  13. Landru says:

    I had a home warranty when I bought my 1st house and I used it three times; the water heater failed, the sewer line collapsed and I can’t remember the third. They fixed all three. It was a long time ago, but I’m sure it was AHS. I remember the office being a bit of pain to deal with, but the work was done and covered 100%. I would absolutely get a home warranty again.

  14. wezelboy says:

    Don’t just redact the name at the top! Do it for the entire document!

  15. GreatMoose says:

    I hate AHS with fire of a thousand suns. My favorite part of thier scam is the fact that it is nigh impossible to cancel your account. They send you the bill for the next year, saying that “by paying this bill, you agree yada, yada, yada…” A normal person might be predisposed to think that “Well, if I DON’T pay my bill, they’ll cancel my service.” That person would be wrong. They turn you over to a collection agency. Then it gets fun.

    You call to cancel the account. “Sorry, you can only cancel by fax” OK, send a fax. Call to check status of cancellation: “We don’t accept cancellations by fax; we don’t have a fax machine. You’ll have to mail it.” OK, out goes the mail. “You sent it to the wrong place, we can’t cancel it. You can cancel by email, though” Yeah right. Finally was able cancel by CALLING and talking to the 15th person. Had documentation of everything, too.

  16. Keter says:

    AHS is a total rip-off — just search on the ‘net and look at how many people who have been denied proper claims and who have been scammed by their contractors. I’m one of them, but at least I got a little of my money back.

    If you are buying a house and AHS comes as part of the deal, don’t assume it will help you fix anything. If the issue is major, always have another company document the condition and give you an estimate FIRST before the AHS contractors show up, then have someone stand over them to supervise.

    I had one AHS contractor destroy an A/C unit beyond repair because I wasn’t able to get onto the roof to keep an eye on him. It rained that night, and he hadn’t put anything back together, so my closet got flooded with dirty rainwater from the roof, ruining about 1/3 of my clothes. The contractor I hired out of my own pocket the next day said the unit had been ripped apart and parts were thrown everywhere…”like he went nuts up there.”

    I guess I got lucky that he just killed my A/C.

  17. RandomHookup says:

    @wezelboy:

    Well, it’s actually the URL of his site, so I don’t think he minds at all.

  18. zippyglue says:

    American Home Screwing got me too. I bought a home that came with their warranty and one of the heaters was not working. One of their contractors came out and said that there would be no problem fixing it, they would just have to submit the work request to AHS. The next day I got a call from AHS to tell me that the repair would not be covered because the heater was not installed properly. Apparently this is a common tactic.

  19. Jiminy Christmas says:

    No way that ‘dirt got in the compressor’ was a mis-diagnosis. Anyone remotely qualified to work on the AC in the first place would know such a thing wasn’t possible.

    Think about it for a second: if dirt could get in, then other stuff could get out, right? So, if stuff can get out, and a compressor pressurizes things, there be refrigerant spewed all over the AC unit.

    I don’t know if AHS is running the scam, or IB&E, or if they’re in it together, but the ‘dirty compressor’ wasn’t a mistake. Or at least let me continue to believe that a repair company wouldn’t send someone that stupid or untrained to fix something.

  20. Rupan says:

    This makes me pretty scared actually. I got an AHS warranty with my house. In some respects I hope it doesn’t need to be used.

  21. FLConsumer says:

    If you guys have any question about how AHS works, go over to one of the HVAC (heating / ventilation / air conditioning) trade forums: [www.hvac-talk.com] Just do a search for AHS or “home warranty” and see the horror stories which come up.

    AHS is basically like any other insurance co — Their business model is based on denying as many claims as possible, any way possible.

    Additionally, they use the cheapest/worst AC contractors in the area. As I recall, the contractors get kick-backs for claim denial. Been awhile since I’ve bothered to look into these guys. Besides, for whatever they charge, you’re probably better off self-insuring. Cheaper, better service & quality. $500/year for AHS or $500/year to invest… not a difficult decision for me to take — I’ll take the latter.

  22. AHS sucks..we got it when purchasing our house. We had a knucklehead HVAC repairman come out and tell us a lod of bull (need a new this and that…no AHS does not cover it). My brother is an A/C technician and I called him for a second opinion. Turns out our outside unit just needed a good cleaning.

  23. jleonar says:

    I had similar issues with AHS. Last year at the end of summer, my compressor went out. AHS took three weeks to get it fixed.

    I complained left and right, they just blamed it on the contractor they hired for the job. I called to cancel my policy and they asked why. I said, I would save the money I was spending on the warranty and just fix the problems myself……

  24. Dacker says:

    I HATE AHS!

    SCENARIO #1:
    The day we moved into our 8-year old house, we hads to call AHS on a leeking toilet. A plumber was dispatched quickly. He deterimined the toilet needed replacement. AHS would only let him replace the toilet with the most basic, stripped-down, white-colored $125 model, not one similar to the broken one. I asked if I could use that amount as a credit toward the right one. They said, “No.” Needing it fixed, I had the plumber install the basic unit. A couple weeks later, after we were settled-in, I replaced the basic model with a nice Toto.

    SCENARIO #2:
    We had a breaker inside our house which kept popping. To make a long story short, there are two 3′ high brick columns at the end of our front walkway which have lights on top. The stupid tract house electicians put these lights on the same circuit as some outlets inside the house. The underground cable between the two outside lights was shorting-out. Normally, I’d fix this myself, except the cable runs under the end of my concrete walkway (and the same stupid electricians did not use a sleeve under the walkway,) plus, I have the wonderful AHS warrenty to pay someone else to do the job. Nope! They said they do not cover electical problem outside the house.

    BASTARDS! (Times two)

  25. veverkap says:

    First, I have no problem with my surname being on there. I use it for my website, so that’s fine. I appreciate Consumerist.com redacting the mailing address though.

    The reason for the length of the document was that it was requested for their claims process. The claim has since been denied. They refused to pay for ANYTHING. I subsequently called my realtor who put me in contact with their local customer representative. I ended up getting back the amount that I paid out of pocket to Lloyd’s Electric (an amazing company if you ever have A/C or electrical needs in Virginia Beach, VA).

    The rest of the money that I was out, I am still out. My realtor, who recommended AHS to us and hundreds of other clients/associates, is now telling anyone and everyone that she can not to use them.

    I cancelled my account with them (and received a complete refund pretty quickly) and then cancelled my account with Chemlawn (which is a sister company under ServiceMaster).

    All in all, I feel as if I got back as much as I could hope for. It’s saddening that AHS couldn’t do more to keep a dedicated customer, but that was their decision and I respect it. I had been a happy customer/evangelist for them for 7 years and now I cannot discourage others enough.

  26. DAMAF says:

    American Home Shield apparently is ripping off a lot of people. We have 4 properties insured with them, what a mess! they used to be good but sent me a new marked up contract when I renewed one of my houses. We had an AC problem, and the vendor they sent was disreputable, rude and just wanted to install a whole new system to the tune of $4000.00. He said it was not maintained. AHS did not care. We got our own company who installed a fan for 400.00 and the system is fine. This company is not scared when you complain to them. What they need is for all of us to complain to our State Consumer Protection Board. We are going to file a complaint to the Florida Consumer board, and the Attorney general’s office. If enough people complain to enough State agencies, maybe that will hurt them. Let’s all do it!!
    Rita in FL

  27. maxdeion says:

    I had AHS for 9 years and only used them twice. The first time was for my dryer which, was never fixed properly and the second time was for my toilet, which they refused to fix. My toilet’s seal broke and was no longer attached to the floor so my husband picked up the toilet to look at it and the flang fell apart. I called AHS for the repairs and they refused to cover the repairs because my husband “touched” the toilet before they sent someone to repair it. I paid the plumber $250.00 to fix my toilet and AHS still wants me to pay the $55.00 co pay…yea right! I called to cancel my insurance with them and they said I would be charged a $35.00 cancellation fee. I said…”I don’t think so!” I called Countrywide and they called AHS and were told AHS doesn’t charge for cancellations!! (Then why were they trying to get me to pay a $35.00 cancellation fee?) AHS is a scam company!…Don’t use them!! Take the money you would give to AHS and put it into a savings account and don’t end up throwing away almost $5,000.00 like I did.

  28. amber24 says:

    Dont feel bad having ahs as a warranty company isnt half as bad as working there. AHS pulls anyone off the streets to work there and screw up orders yet the people that can do there jobs get fired. Even the people that are managers there cant do the job requirements because most of these people have an serious comprehensive problem. They are about the tax cuts and tricking people out of money not fufilling the contract terms, which 90 percent of the time your speaking with someone who just will not understand anyways. When they do screw up they have people to push it under the rug so if your having problems with AHS join the crowd of ahs haters!!!!!!

  29. ajfitz says:

    American Home Shield warranties are a scam! I hate this company with a white-hot passion! Like any insurance company, their main goal is (surprise, surprise) to minimize their own costs. They prefer contractors who deny warranty claims or who find inexpensive solutions to the problem. Sometimes repairs are not manufacturer-approved, as happened to me when a dishwasher repairperson drove a screw through the upper arm of my unit to stop a leakage problem, thereby creating a new and more dramatic leaking problem. AHS didn’t care, other than to ask the contractor to fix it, and continues to do lots of business with that contractor. Contractors who provide competent service do not work with AHS or are at the bottom of the list when AHS assigns work for a covered item. AHS frequently changes the terms of their contract with customers, without notifying them, and uses language in the contract that is designed to be vague. For instance, the contract says that AHS will contact a service provider within 4 hours of notification of the problem. BUT, the contractor has a full 48 hours to provide service. And, their new rule is that they will not cancel a call to a contractor and assign a new contractor until 24 hours have elapsed from the time AHS was notified of the problem. So, here’s the scenario I’m currently in: Thursday–notified AHS at 10:30 am that water heater is not working; contractor has until Friday at 10:30 am to call me and until Monday at 10:30 am to provide service. (So far, it’s 3 pm on Thursday and I haven’t heard from the contractor.) Let’s say (as has happened in the past) that I don’t hear from the contractor by 10:30 am on Friday. Now, AHS sends out a new “service request” to another contractor. The new contractor has 24 hours to call me. Ooops, but now it’s Saturday, and unless AHS says it’s an emergency, no weekend service. So, now we’re looking as late as Tuesday for repair. That’s five days without hot water. You tell me, four kids and no hot water–that’s not an emergency? Not according to AHS. Buyer beware-even if you save a couple of bucks along the way, the frustration of dealing with this company and some of its contractors is NOT worth it!