Athena's Plumbing Co. LLC

I purchased this home warranty at the same time I purchased my home 6 years ago. I have not been happy with their service but have kept it for convenience. They have so many loopholes to avoid repairing broken appliances. In this instance, I had a pretty significant leak under my kitchen sink. Thinking it was my RO system, I had my own plumber come look, as RO systems are not covered by American Home Shield. My plumber said that I needed a new garbage disposal. This particular garbage disposal had already been replaced by American Home Shield just a couple of years previously. My plumber stated that the disposal they installed was very poor quality, not meant to last very long at all. I contacted my home warranty that same day, 6/22/18 and scheduled an appointment for Wednesday June 27th. The company assigned to do the repair, APC Plumbing gave me a 5 hour window for service and still showed up 30 minutes late. The plumber looked at the garbage disposal and said that I needed a new one but he did not have one in his van so the office would contact me the following day to schedule, which they did not. I contacted them the net day to reschedule, and the soonest they could come was Monday 7/2/18, between 3-5 pm. APC plumbing contacted me at 10 am the day of my appointment to say they needed to come to my house that morning or I would have to reschedule. I work, and was not able to change the appointment time, so my appointment was cancelled. I was told that the office would contact me the next day to schedule, which they did not. In the meantime, American Home Shield used my debit card they have on account for my monthly premium to charge $125 for the service call. I was not able to contact American Home Shield until July 9th as I had gone on vacation. Upon returning, I contacted customer service to request a new contractor and to have the service call refunded. After being put on hold on & off for an hour, the call was disconnected and AHS did not call back as promised if we were disconnected. I called again the following day, 7/10. I was told that I could not request a different service provider and after several failed attempts to schedule an appointment with APC Plumbing by AHS customer service, I was offered to have my complaint sent to the resolutions department and possibly be paid out a cash settlement to hire my own contractor to come in to replace the garbage disposal. I was told that I would be contacted within 24 hours. I also requested again to have the $125 service fee refunded. I never received a call, so 1 week later I contacted AHS again and was told that the $125 service fee would not be refunded even though the repair had not been performed because the company came to my home. I was also told that there was no guarantee if I would receive a cash settlement to hire my own plumber and they could not give me an estimated time as to when a decision would be made. In the meantime, I had a plumber come out to replace my garbage disposal as the leak was causing water damage and the smell was horrible. It cost $260. In total, I am out $260 for the repair, $125 for the AHS service call, 5 hours of lost work time waiting for APC Plumbing for our initial appointment, water damage under the kitchen sink, and a lot of frustration. I plan on cancelling my contract with AHS Warranty, what's the sense with service like this. As I stated earlier, this is not the first negative experience I have had with this company or with the contractors that they hire.

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Brandon came by and did a few smaller-scale fixes when we first bought our place. He connected a water line to our refrigerator, replaced the lyme-encrusted spigots for our laundry and evaluated a broken fixture in our shower that we were trying to figure out what to do with. Nice young professional guy with a good attitude. He even did a quick, free, temporary fix on a malfunctioning diverter on our tub. (Eventually, we'll have to get serious about sorting that out.) I'd hire him again. In fact, I'm having him come by and give me an estimate for replacing our busted a water-softening system.