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Complaint Details

Clara Kung

Posted byClara Kung 
Organization / Product Details
Organization Name
Clara Kung
Product/Service DescriptionAmerican Home Shield/ suntek Electrical
Warranty StatusUnder Warranty.
Complaint Details
Reason for ComplaintCustomer Service 
Complaint Rating10(in a scale of 1 to 10)
Name of the Company EmployeeLysander Martorell and other service representatives 
Complaint Details

American Home Shield is the home warranty company for my house. We place a call to dispatch service to the house. They ask us to be there for 3 hours waiting for them to show up for them to run late to the appointment. However they did not call before they go to the house for the service call. My son was still asleep, and could not hear the door bell. We send another son to go to the house, only 5 minutes away from the house. When my son got there, the technician already left. When we called American Home Shield, their service representations was so rude, and repeated many times that we still had to pay for the service fee of $50.00. I told them it was wrong. Repeated calls to different representatives still had the same obnoxious answer. Call to the so called supervisor with no better answer. It is bad business practive that a company would require a consumer to wait there for a minimum of 3 hours to wait for them to show up, and they would not allow a mutual courtesy to wait for a few minutes for some one to be at the site. American Home shield states" It is not their job to call before they go, it is the home owners reponsibility to be at the house!!!!!!!"

In order to have them dispatch again to take care of another AC problem, they refused to dispatch the service unless we paid for this previous service call that should not have been charged. I have no choice but to pay!!!!!!!!!! 

Solution of your complaintA formal complaint need to be sent to the proper authority for the State of Texas regarding such bad business practices. posting need to be made for other consumers to avoid American Home Shield. Any service that is dispatch, require the service technician to call before heading to the house. This is pretty much standard practive for any cable/telephone company to do. American Home shield states this is not their job to call before they get there.  
ActionRefund of the $50.00 service call. An apology letter from the company manager regarding such bad business practice. Revise their policy to require their dispatched technician to be more sensible to their customers needs!!!!!!!!!!!!!!!!!!!!!!!! 
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