On April 15th 2024 a technician sent by American Home Shield came to see our broken washing machine and said that he had put in an order for a water pump. The technician sent us a picture of the order before he left on the 15th. He said that the part should be delivered in about 10 days.
At about day 11 of waiting we called AHS and they said that they got in touch with Sears and that the piece was ordered.
On May 3rd, 15 days after the technician made the order we requested to speak with a supervisor.
The supervisor said that if the part had not arrived 20 days after the part was ordered a process to replace the washing machine would start.
We waited 5 more days and the part did not arrive.
Again we called AHS requesting for the process to replace the washing machine to start. They said the next step would be to get a diagnosis from Sears.
The day after we received a text message saying that the part had been ordered!!!
Now over 25 days later, having to go to the laundry, spending time in traffic since it is not close to home, and spending money repeatedly because American Home Shield has not been able to deliver.
We called back again to let them know that it is not fair that they made us wait for so long, having to go to the laundry because of their ineffectiveness in getting us the part, and their incompetence in dealing with Sears (who is another failure).
We told them that what we now expect from them is to do good on their word, and start the process to replace the washing machine.
They said that Sears had now made an order for the part on the 18th of May, and that "THE PROCESS WOULD NEED TO START AGAIN."
It is now the 23rd of May and we are still waiting for the part.
We have been loyal customers and we have always paid monthly on time. This is truly an example on how to not treat your customers.
AHS has failed to follow their own guidelines, making us wait even more, having us drive to the dry cleaners and spend more money because of their irresponsibility