- On 6/8/21, I submitted the request to repair the refrigerator Whirlpool via the phone: 888/682-1043 There were 2 problems: • the fruits and vegetables in their section become a piece of ice on the next day • the gasket of the freezer's section does not hold the door and this section opens all the time and do not hold the freezing temperature. - On 6/15/21 the technician from Sears came and give us an advise - to keep food in plastic bags to avoid over freezing. Good advise, but, unfortunately, it does not help. We still cannot use the Crisper bins. As for gasket, he checked the Sears site and said that this might be a problem, as Whirlpool does not have such gaskets any more (discontinued), but he will try to find it. He scheduled the next appointment on 6/25/21 to install the new gasket. - On 6/25/21 nobody showed up. So, at the end of that day when we called to figure out where is the technician, we were informed that he did not get the gasket. So, on the question, why nobody told us that and we waited the whole day, we got the polite "sorry". - 7/02/21. As, I still did not hear anything from AHS, I called AHS with a question for how long we need to wait for the repair. The answer was: the company's policy is - 21 day after technician's visit. If the repair is not done within this time frame, then Authorization department will take an action to seek for another option. - 7/07/21 - 21 day after technician visit and ordering the spare part gone. I called AHS. The answer: We are expecting Sears' report to Authorization department to start working. The escalation report already sent to Sears and we should have their report today or tomorrow. - 7/09/21. Asking for status. A.: Still waiting for Sears' report. Q.: What is the time frame for them to submit the report. A.: 24-48 hours. Q:. It is already 24 days after technician visit, it is your contractor and you are responsible to get the report in timely manner. A.: If we will not have report, the Authorization department will take actions without them. - 7/12/21. Rep. Leonor: The report is submitted to Authorization department. The response will be within 24-48 hours. - 7/14/21 Rep. Ella. Q.: What is the status? A: We are waiting for the contractor's (Sears) report. I will send request to Sears again. Q. I would like to talk to the Manager A. I will make a note in your chart. He will call you in 24-48 hours. -7/15/21 Rep. John; Same conversation as on 7/14/21 -7/16/21 Rep. Lloyd; Same conversation as on 7/14/21 -7/19/21 Rep. Dennis; Same conversation as on 7/14/21 -7/19/21 Rep. Natasha: Same conversation as on 7/14/21 7/21/21 Rep. Darwi. Same questions. Then Darwi explained me, that all communications by previous reps were done improperly, as such requests should be done over phone, but not by e-mail as they were done previously. She called Sears and talk to Manager Mr.Ban. She also promised to put the Note for manager to contact me. 7/21/21 Rep. Dane. Q: Status of the claim. After keeping me on hold for 42 min, she dropped the phone. 7/23/21. Rep. Orlando. Claim is in the Contractor relations department.. It was submitted on 7/20/21. 7/27/21. Rep. Ivy. On the request to provide me the address to where I can write the complaint, said that there is no such address, only the address to send the checks for the service. 7/27/21 Rep. Cestor. Same as Rep. Ivy - No address. 7/27/21. Sent e-mail to [protected]@ahs.com and 3 Certified letters to AHS Corporates offices to the address' from Internet: • 150 PEABODY Place, Memphis, TN 38103 • 860 Ridge Lake Blvd, Memphis, TN 38135 • 889 Ridge Lake Blvd, Memphis, TN 38120 7/29/21 Rep. Ciel. On the request to check the receiving of my e-mail, was promised to transfer the call to the special department and so put me on hold. Was on hold from 12:05 pm till 2:20 pm. After waiting for 2h15mins, I dropped the phone, understanding that I would be never connected. No updates since then. Resume: • Very polite customer service, but not trained, so cannot handle the cases properly and support customers needs. Not possible to contact management or/and file review in their website. • 15 times I called to figure out the status of the claim. 15 times I was told that AHS asked Contractor (Sears) for the technical report. 12 times I asked manager to call me back, as they do not pick the phone. 12 times (during more then a month) I was promised that the manager will call me back. Never happened. - I picked up AHS as based on reviews, showing this is one of the best Home warranty companies. How can it be if the BBB rating of the company is 2.5 out of 5 and 6, 815 complaints closed only in last 12 months? And with such records AHS is advertised as one of the bests? - I wanted to put my own review based on my experience and figured out, that it is impossible to do it via web sites. My question: how then AHS got so many positive reviews? Are they real? - The Contract Agreement does not indicate the Terms and Conditions for time frame of the repair or replacement. This information can be obtained only over phone and so cannot be proved (except if you demand for the conversation's record) - As I was told by 2 customer service reps, that the claim should be fixed within 21 day after technician's visit and if the contractor would not provide the technical report, the Authorization department should take an action and issue the order to replace the not properly working unit. - The same is stated in the Contract Agreement: . For covered malfunctions, unless otherwise specified in this contract, AHS will repair or replace the covered item (A. Coverage Overview, Ph.4) - As for today ( 8/03/21) it is 49 days after the technician's visit and nobody contacted me inspite of my numerous requests for status update or other options by Manager, I am insisting on immediate replacement of the unit. Marina Ryvkina, [protected]@yahoo.com 408/866-2576 home 408/497-4783 cell for SMS