August 15, 2021 American Home Shield 899 Ridge Lake Boulevard Memphis Tennessee, 38120 Dear Arbitrator: I am writing to express my displeasure with the service I received when I called regarding a repair order that was being denied. The handle on my microwave door came off while pulling it to open the door. When I called to check on the status of my repair request, I was advised that the technician that visited my home reported the handle came off due to misuse. I explained to your agent the person came into my home opened the microwave door, took several photos, turned his back on me, leaned down on my kitchen counter and entered information into his telephone. He then turned around and handed me a form to sign after mentioning a part, and immediately left. I went on to explain to your agent that the handle came off because the screw fell apart while crumbles of plastic fell onto the floor. The handle is directly above the burner with the highest BTU's of the stove top. She then explained she would send out another company to inspect the handle and if the results were the same I would be billed for the second visit and it would not be repaired. It was at that time I asked to speak with a supervisor. I was told she would have a supervisor call me, to which I said I will hold on to speak with the supervisor. I ended up holding for more than twenty minutes and being asked frequently to allow a supervisor to call me back. Each time I stated I would hold. My house phone rang, and it was a supervisor on the phone. I explained my concerns and she immediately stated the same information I was given by your initial agent. Knowing I HAD NOT MISUSED the handle, I agreed to a second inspection. The technician came in, I advised him of what happened when the handle came off, he took photos, asked which company came out earlier, made a note of them and left stating he would contact your company. When I called to check on the second inspection, I was advised he had come to the same conclusion. I am writing you to determine if there is a person in your company that has experience in the field of the items you insure. I felt dismissed when I tried to explain what caused the handle to fail and soon realized the two agents were repeating the company policy. At NO TIME did I fell they respected me as a customer or offer the option to speak with a complaint evaluator, after being a customer for more nearly twenty years. Your agents never even considered I was being TRUTHFUL. At one point in my career I was in overall charge of more than 275 people, which included supervisors. It was my practice that when the initial recipient of a complaint could not reach a positive conclusion with an individual, the issue was forwarded to the next supervisory level. The reason I am so upset about my treatment is that I am person that notifies a company how well I was treated and assisted by and individual of their team. One important thing I always knew was people complain verbally and in writing when they feel they have been wronged. I am the person that notifies companies when they least expect to hear how well the employee conducted business on a daily basis. In closing the unit was built in 2011 and reviewing the attached photos you may see what I see, the look of crumbled plastic. Opening and closing a door with a plastic handle that has been installed over a high BTU burner and the heat from the oven below will fail. It is important that if you don't have, you should have people in the organization that function as final authority on repair disputes. If a person with experience in the repair of specific items settles on a conclusion, they can communicate the decision to the customer that allows the customer to accept the findings and not fell like I did when people hired to dispatch calls and communicate the company policy on repairs did not take the time to actually evaluate my explanation of what caused the problem I await your response, and look forward to more years of using your service plan. I have enclosed photos of where the handle separated from the door. It may be hard to see, buy it shows that heat reduced the durability of the screw which is what happened in this case. NOTE: This is a copy of the original letter I mailed to the company along with photos. I no longer have the PHOTOS. To this date I have not received any form of contact from the company. Sidney Kelly 2109Leatherbridge Court North Las Vegas, NV 89081 [protected]