Being There

Well, no. Surprised. No.

Spent hours mired in the AHS phone system. Got dropped multiple times. Was told the wait was long and asked for a call-back.

The service rep was nice, but said nothing when I mentioned we’ve been waiting over three months to get this fixed. Should I assume that’s their normal and not worth comment? I was again told they’d contacted Total Air Care and they’d get the system fixed. Won’t hold my breath.

So, silence… No response from Total Air Care. Try contacting them via email… no response.

The AHS website thinks everything is fixed and wants me to pay for a new service call. Call their 800 number, wait on hold forever, and get dropped.

Finally send AHS a private message on Facebook and get a response. And just about simultaneously I get an email response from Total Air Care telling me that AHS told them my system wasn’t covered. I relate that to AHS on FB and they say it is covered. They apologize, and tell me they’ll contact Total Air Care, tell them we have coverage, and have them contact us to schedule a service call.

And we don’t hear anything. We were told to expect this to take a long time, but this is ridiculous.

My wife calls Total Air Care. They tell us they called on the 17th, two days after the last service call, and that the claim was denied. Every single phone line we have logs every call received and every one of them have voicemail… nobody called us. I have not previously mentioned that although I’ve specifically given them my cell as contact, they appear to choose at random one of the four numbers they have for our account when they call.

We’re told they’ll call us to explain why…

The Total Air Care tech shows up right in the middle of the appointment window. Spends quite a bit of time checking it out, and determines there are some parts which must be ordered to complete the repairs.

He informs me that Total Air Care can’t order the parts. They have to contact American Home Shield and have them get the parts, so it may take a while for them to come in.

So, now we sit back and wait.

The Total Air Care tech manages to get here by 4pm. Walks in, looks at the system, and tells me he doesn’t work on the system I’ve got. Tells me to contact the office for another appointment and leaves.

Do you begin to get the feeling there’s nobody driving this train? I mean, they’ve already worked on my system, they know what is installed, and they still send somebody that doesn’t know how to work on it? Seriously?

At this point, it is once again after hours, so I have to wait until the next day, 7/13, to call their office to reschedule. They set up another appointment for 7/15, 8-12.

So, next appointment date, I get a phone call from the Total Air Care tech saying he’s on the way! He even calls me to tell me where he is, and that he’ll be 45 minutes or so.

Three hours later, nobody has shown up. Nobody has contacted me. It’s now after hours and I can’t contact their office.

I call the next morning, tell Total Air Care that nobody showed up after I was contacted and told they were on their way. No apologies, just we’ve set up another appointment for you on the 12th, 12-4.

Contact AHS first thing Mon. morning, 7/2, tell them it’s still not working. They contact Total Air Care, who contacts me the next day, 7/3, to schedule service for 7/10, 8-12. Then follows up with an email sent 7/3 confirming the appointment is on 7/2. (Time machine?)

Tech shows up towards the end of the appointment window, but not late. He looks over the system, fiddles a bit outside, et voilà, it’s working just fine.

He sticks around a bit to make sure it keeps running. Everything is great…

Until the next morning, after the room has cooled down and it’s cycled off and then on again, and we’re back where we started.

First contractor shows up dead center in the appointment window, just a few minutes after noon. Turns out that they don’t service the type of unit I have. Nice guy, sorry he can’t work on the unit. Let’s me know he’ll contact AHS so they can send out the right crew.

Minutes after first contractor contacts AHS we’re informed that Total Air Care has been assigned to perform repairs and we’ll be contacted within 48 hours.

Three hours later, Total Air Care has set up an appointment for 6/30, 10-2.

Discovered the second unit isn’t working. It’s insured. Contacted AHS and a contractor has been assigned to fix it.

Contractor has scheduled to come out to repair it 6/27, 10-2.