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fixed the problem. While we were waiting for the test preheat, the appliance repairman also gave me some advice on a problem I had been having with my washing machine, that I think will help. I guess a Home Warranty provider is judged by the quality of its contractors, and I have been very pleased with both experiences. That is much better than some of the things I have read about other Home Warranty providers, so I consider myself lucky.
We had recently moved into a 20-year old home and received an in the dishwasher was not opening during the full wash cycle. We placed a service repair order with AHS on September 25, 2013. If you don't want the details (spelled out below) here is the end result: as of December 9, 2013 we gave up on AHS and purchased a replacement
Here are the main "lowlights" of our AHS experience. AHS's contractor came out to diagnose the problem. He determined that a new soap dispenser was needed. The part was ordered and installed in about 2 weeks. Soap dispenser still did NOT open. AHS's contractor came out for a 3rd time and determined that the control board needed to be replaced. Another 3 weeks waiting for the part. It arrived and was installed. Soap dispenser still did NOT open. Contractor notifies AHS who decides that a 2nd soap dispenser must be ordered. Another 2 -3 weeks! Part is installed and still does NOT work. AHS decides to send a 2nd contractor. The technician arrives and determines that additional parts were needed. The technician says he will call the next day with an update. He NEVER calls. I call back 3 days later, and there is NO UPDATE available. They cannot find the parts. I call AHS and cancel the service order, and purchase at our own expense a new dishwasher (Not a Viking of course given this experience)
During this same time period our kitchen faucet begins to leak profusely. It was one of those with a high arch like a restaurant might have with a hose which had failed suddenly - although we have no idea why.
We placed a service order with AHS. Here we go again...
A technician came to the house and takes a few digital photos. He says this is a high end piece of plumbing that he is not familiar with. 5 days later he returns to take more photos. He returns a 3rd time to take out the faucet stem to ensure that he will order the right parts.The parts arrive and the technician comes to the house to install the new parts. WRONG PARTS! And these parts were ordered by the contractor AFTER taking out the faucet stem.
To add insult to injury, the technician calls a couple of days later to to tell me that he is on the way to our house. I was so excited. I asked him if he had the replacement parts for our faucet. He said "no"; he was coming to repair the leak in our ceiling. Note: WE HAD NO LEAK IN OUR CEILING. They were assigned by AHS to the wrong house.
During this time, we have NO kitchen sink water and no working dishwasher and Thanksgiving is approaching. I plead with AHS to just replace the faucet with another style. NOTHING. Just promises that everything will be addressed.
The week of Thanksgiving, we caledl our regular plumbing company who comes to our house the next day, assesses the situation, finds a faucet that meets our needs and installs it the same day. NO HELP FROM AHS!
During this time, we spent HOURS on the telephone being "stiff-armed" by telephone service staff. They were all well trained to continually apologize and tell the caller how he or she understood how we felt. Unfortunately, neither of my 2 AHS service calls were resolved by AHS or its contractors. The dishwasher repair was into its 3rd month and 6 technician visits. NEVER FIXED!
The kitchen faucet took 4 technician visits and over 5 weeks. NEVER FIXED!
We realize that AHS has to try to repair before they replace, but this is ridiculous. It feels like they go through the motions and drag things out knowing that customers will eventually give up and fix things themselves and never call again with a repair request. Somehow they get realtors or Title companies to encourage sellers to throw in home warranties to encourage the deals to close. But based on what we have seen, AHS should not be selected if you have another choice.
We will NOT renew our AHS warranty coverage when it expires. It was a total waste of the seller's money. And AHS compounded that by wasting our time by making us stay home and wait for contractors time after time - but did not ever fix the problems. The aggravation they caused was unnecessary and we would consider this whole thing an example of "among the worst ever" service experiences.
The provider asked me if there was some place he could dump the broken concrete on my property after the job was over!! When I told him there was not, it took another hour for him to clean up the bigger portion of the debris.
Overall, not a great experience.
During all of these repairs, I was under the impression that the work that was done was satisfactory; however, I've had to call ORHP to send out a repair technician on multiple occasions because I continued to have problems. Most recently, my ceiling fell in underneath the A/C unit and I learned that work on the system by a particular company sent by ORHP had not been done to code specifications. As a result, the system did not drain appropriately and caused the ceiling to fall in.
In addition, I learned that a company replacing any A/C equipment should pull a permit from the City and an inspector should check the work upon completion. After calling in the City Inspector, I learned that there was considerable work conducted that was not up to code and required correction. ORHP required the company that performed the work to come out and make the necessary corrections.
Although the repairs have finally been corrected, my main concern is the fact that ORHP is sending out technicians to my home that are not following appropriate procedure and ORHP will not take responsibility for the fact that they've sent out repair companies that do not follow City Code requirements. I've paid a significant amount of money out of my own pocket for many service calls over the course of 2 1/2 years and for repairs that ORHP would not pay for. It is unaccaptable for a warranty company to send out technicians that are not following proper procedure that protects homeowners and it is unsatisfactory to repair a unit unsuccessfully for over two years causing a home owner to pay considerable funds for multiple service calls and out of pocket expenses."
The only issue I have to say negative against them is that my contract number seems to have changed several times. I have paperwork from my first two years of service with them and the contract number is different for each. And neither number is my current contract number. This prevented me from registering my account online (as I couldn't find my current contract number). Minor issue as I just make a phone call to place service."
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