Complaints

• Initial Complaint

  05/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They were sent out by AHS to do a service - while doing service they did it incorrectly and the same problem was going on. AHS sent out a second company to fix the problem and try to resolve the issue. It is around a year and the pool pump is broken again mind you this has a warranty with it. They did not send the information into AHS nor did they leave me with it was promised e-mail never came. During this time they were doing service at my neighbors pool and sprayed the filters and chemicals from her pool all into my yard onto my deck, chairs, and cushions ruining them. I asked for their company insurance in which she refused to give me and wanted me to send pictures and proof. They want me to pay them $450 for the pump and I have an excessive amount of damage in my yard that ****** asked for proof in which I sent her and during this time she never responded back or acknowledged the problem. I now have mold and fungus growing on my fence from their overspray into my yard that they did several times. I had AHS call today for the information on the motor, so I can get it fixed under warranty and ****** said she did not have anything the 1st time they called, I produced records an numbers for their service contract and they came up with a motor# only and told them to have me get it off the machine the rest of the information - I am trying to do a warranty which requires more information than what they are wanting to do. Then ****** told them she would call me right then, in which she did not call me. I find this unprofessional and lack thereof a business that claims to be honest, integrity. In this day and time everything is digital.

  Business response

  05/15/2023

  In September 2021 American Home Shield sent us out to repair the pool pump for *****. ***** at the time had a 1-1/2hp motor and because of Title 20 we are no longer able to install those motors unless they are a variable speed motor. We submitted the information to American Home Shield and they only approved a piece of the work order and said that ***** was responsible for the difference to bring her motor up to code. The difference was $450.00. ***** approved the $450.00 so we ordered and Russ (not my son) replaced the motor on 9/21/21 when it came in. ***** was not home when we installed so we weren't able to collect the $450.00. The motor has a 1 year warranty from the manufacturer for parts only. Information was supplied to American Home Shields resolution department in October 2021.

  I received a call on 5/8/23 from American Home Shield asking if the motor was still under warranty because the customer was having problems with it. I told her that it was out of warranty. She asked what the part # was for the motor and I told her it was a ECM16SQU. She said that ***** was on the other line and she was going to forward the information to her.

  Customer response

  05/15/2023

   I am rejecting this response because:

  She only talks about the motor and not all the damage her company did to my yard during that time and before when being sent out by American Home Shield to clean my neighbors filter and sprayed all of the chemicals and debris into my yard, on my fence (Which is now rotted), my cushions in which I did submit her the pricing and information, and for the repair to my pool decking in which she then ghosted me and NEVER got back to me like she had told the complaints line with American Home Shield. I have no problem paying her the $450 which she claims that I owe her when she pays me for the cushions ruined, the fence damage, & the pool decking damage which is way over $1500 dollars. I have the e-mail that was sent to her in which, ****** asked me to send with the information and costs and again like I stated she Ghosted me. If she wants I can send her a current picture of the rotted fence with the fungus growing from the over spray her company did not once, not twice, but lets just say several times. This was until my neighbor had to go out and watch them when cleaning her filter. 

   

  If we want to discuss the pool motor - it never worked properly and per American Home Shield they had no paper work in regards to the motor and when I spoke to them last week the last thing they told me was she was going to call me and um still waiting for response from her and payment for damages from her company to my yard when cleaning the neighbors pool. I also had to hire another company to come out and repair the damage and the wires that they left uncut and sticking straight up, along with the mess that could have started a fire.

  This is seen in the original pictures sent with my complaint. So no I do not accept her response as she left quite a lot out. 
  

  
  

  Business response

  05/17/2023

  On 9/2/2021 I received a call from ******* ********* who we just did a filter repair for her through American Home Shield.  She said her neighbor wanted our phone number because she said when we cleaned her filter we got overspray of diatomaceous earth on her lawn chairs. I told ******* to give her our number and have her call me.
  On 9/3/2021 I received a call from ***** ******** saying we made a mess on her 2 lawn chair cushion when we got overspray of diatomaceous earth on them. I offered to send a tech to clean up the chairs and she said she already took care of it.
  On Friday evening 9/4/2021 we received a dispatch from American Home Shield to go out and look at *****’s pool equipment.  I called on Tuesday 9/7/2021 to schedule an appointment. We are closed Saturday’s and Sundays and were closed on Monday 9/6/2021 for Labor Day. ***** got upset because I was scheduling a 4 hour window for the technician to come out. She said that was unacceptable & we needed to accommodate her. I asked a technician to work late so we could accommodate her schedule. We agreed on an appointment on 9/8/2021. After we booked the appointment ***** at that point asked if she could get our insurance information so she could turn in her damaged chair cushions. She said she thought the cushions were like $130.00 a piece but she’ll have to look around & it might take a little while because stores are already liquidating their summer stuff. She said she couldn’t provide pictures because she already threw them away.
  On 9/8/2021 we started the repair work for American Home Shield of *****’s pool equipment. We completed all repairs to *****’s equipment for American Home Shield on 9/29/2021.
  On 10/8/2021 I received a call from ****** at American Home Shield asking for the information on the pool pump in which I gave her. She then said she received a complaint from ***** that there was some damage to her chair cushions, fence and cement. I explained that ***** had said we had gotten overspray of diatomaceous earth on her chair cushions and wanted them replaced and now she is adding the fence and cement to it. I explained that diatomaceous earth is a form of baking soda and cleaning her neighbors filter on the other side of the fence wouldn’t have caused damage that she is claiming. ****** asked what I was willing to do to rectify the situation. I told ****** I was willing to write off the $450.00 she owed for the upgrade fee for the replacement of the chair cushions which is what her original complaint was about. We fill that this is more than enough. We do not fill that we caused the damage she is claiming. We clean customer’s filters all the time and have not had anyone complain that we caused damage to property.  ****** said she would pass along the information to her resolution department.

   

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