I've had some bad contractor experiences and this was probably the worst. Here's the issues I had:
1. We submitted a request through American Home Shield on 6/2. They notified your company that day and we were supposed to receive a call from you within 48 hours. Not only did we not receive that call, but my wife spent the next 18 days calling 5 times and leaving voicemails without a single one returned. Finally we got a call back on 6/21, 19 days later. This is unacceptable.
2. The technician that came out spent half of the visit trying (incorrectly) to explain to me what our contract covered. This is not his job and was a particularly bad look because he was incorrect (he said our springs weren't covered and that normal wear and tear weren't covered and then when I showed him our contract clearly stating the opposite he just doubled down).
3. He changed his diagnosis of each of our garage door issues a handful of times. Throughout the visit our garage door not closing all the way was a track issue, a spring/hinge/roller issue, or a limit switch issue. Each of these components was 'working properly', 'bad', 'needed repair', or was 'broken' throughout the conversation as well.
4. After he waffled on his diagnosis and wording for the fifth time, I brought out my computer, asked him for a concise diagnosis, and began typing in his diagnosis word for word. The diagnosis he gave me ("bad springs and one that probably doesn't match", "bad rollers", "bad hinges", "you need to replace your pullers and rollers", "broken track") was not submitted to American Home Shield. All he submitted was that our door (a non-covered item, unsurprisingly) needed replacement and that he fixed our other day which had a lock issue.
This service was untimely, unprofessional, and borders upon fraud (the information he told me wasn't the information submitted to the person who reviews our claim).
- MICHAEL & SARA NELTNER