Furnaces needed repair. Ultimately one needed a new motor for the blower and the other needed a capacitor replaced. Basic stuff, but it is below freezing now and expected to get colder. It cost $350 for the repair.
The assigned technician did not contact me within 24 hours as indicated on the dispatch. When I tried contacting him after 24 hours, his voicemail said to text for a quicker response. I texted and did not hear from him.
When I called AHS to determine next steps, the wait was 30-45 minutes and I was required to wait for a call back, which was received at the 45 minute mark. I missed that call as I was taking my elderly dog outside to pee. I immediately called back and again was forced to accept a call back which again happened at the 45 minute mark.
By that time is it was 4pm and I had made the decision to find my own repair person. The repair person was on site when AHS called.
The AHS representative immediately changed the rules that I needed to wait 48 hours to contact the technician. And told me I needed to get pre-authorization to call my own technician.
The dispatch instructions that I printed out reads a technician will contact me within 24 hours. That did not happen.
AHS does not answer their phone so I could not get a pre-authorization.
The weather conditions would not allow another night in freezing temperatures. The damage to my house with freezing pipes and other things could have been astronomical.
AHS denied my request to reimburse me $225 for the service call because I cancelled the service request after I already had a technician and because I was unable to get pre-authorization before I called a technician on my own.
When I asked what they could do since their process failed. I got an apology.
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