TAMPA, FLORIDA -- This letter is a request for claims review to reimburse cost of service paid by me to Cass Plumbing on the above stated date.
Explanation of incident:
On June 7th at approximately 1:30 am I woke up to go to the restroom. Half asleep, as I walked out I noticed that I had stepped on a small spot of water, but figured that it must have come from a splatter from me washing my hands. I went back to bed.
I got up about an hour later to use the bathroom again. ( I drank a lot of water before going to bed because I had a head ache and was dehydrated. Sometimes it helps.) I know that part is stupid but I had to explain.
When I flushed the toilet I heard an unusual trickle coming from somewhere. I thought of the water that I had stepped on earlier. I looked around to see where it was coming from and noticed it coming from behind the toilet, but couldn’t tell from exactly where. I went to get a pan to catch the water and figured that I could get it fixed in the morning. By the time I came back in with the pan, the water was coming out faster and I realized the pan would surely not hold it.
I tried to turn off the valve but it just flowed even faster, no matter which way I turned it. At this point the water is coming out like it was turned on full force and there was nothing I could do. I grabbed every towel to block the water from coming out of the bathroom but they were not working. I was beginning to panic I didn’t know what to do. I tried to wake a couple of neighbors but couldn’t. I had to get someone out to stop the water.
I called a plumber and they said they would have someone call me.
While waiting for the call I started running around the house picking up things that would be destroyed by the water and unplugging all electrical cords. After ten minutes they didn’t call, I called them back and they said they would try to get them to call me again. By this time the water has taken 3 rooms. I decided not to wait for this plumber to call and called about 3 more plumbers until I got a definite answer that someone is on their way. Finally I got a hold of Cass Plumbing and he told me that he is on his way over.
At around 3:15 am, and while waiting for Cass I called AHS and spoke to Pat. She was a nice lady and understood the panic that I was in. I explained to her that I already called the plumber and was waiting for him as were speaking.
I understood that I was supposed to call AHS first, but this was an emergency. Common sense tells me to fix the problem before it gets worse, and before I call you, and knowing from my past experience with AHS procedures, that I would be answered by a recording and have to go through entering all of the info that was asked of me, then put on hold. When someone answers they ask for the same info that the recording asked. Then they send you to someone else. Then that person will tell you that I will get a call from someone telling me when they will be coming. I could not sit and watch everything get destroyed because of AHS procedures. Does that make sense? What would you do?
Cass Plumbing arrived while I was talking to Pat which was around 3:30 am. By this time the water had covered 3 bedrooms, 2 bathrooms the hallway and a living room. That was half of my house! The plumber (Steve) fixed the problem. He said it was an improper pony pipe toilet supply and a cone washer. He was also nice enough to get a professional company out right away to dry the house in order to prevent more damage from the water.
Pat gave me a dispatch number and told me to call 877-490-5688 in 2 hours for authorization. That sounded easy enough. I thought that AHS was going to do the right thing for me and not make me go through more aggravation than what the leak had caused.
I called the number and told the young man what Pat had told me and he didn’t seem to hear anything that I said about me already having someone out. He said he would have a plumber call me to let me know when they will be out here. I explained to him again and he didn’t seem to get it. I think I flustered his robot mode and he then put me on hold to talk to someone about it. He got back on and I think that he was the one that told me to call the number on my card. At that point I don’t remember if he had me talk to another person, and that person told me that, or it was him. Also at that point I was just getting too upset with AHS.
At 11:00 I get a call from a plumber telling me that he is responding to a service call from AHS. Now I had already told AHS 2 times that I called the plumber myself due to the emergency that I had. I wondered why he was calling at 11:00 when my issue was 7 hours ago, and I asked him why. He said AHS gave him the wrong phone number to call me.
Later that evening, as I was checking emails I noticed an email with the subject “Service Request Confirmation” sent at 7:40 am. (4 hours after my initial call to AHS) Stating that I can expect to hear from the Unstoppers Inc. during normal business hours. And when they get here they have to call ASH to get permission to fix it. UH! And they might not even have the part to fix it, and I would have to wait several more days!
I don’t live at my computer, so I would not have known that an email was sent. Now…If I had followed AHS procedure, by calling them first, and then waited for their plumber to call me, the damage would have been 100 times worse and expensive for me to repair, as fast as the water was flowing.
So then I ask what good is AHS if they would rather allow your home to be destroyed than to accommodate a client/customer when the need is clearly present in an emergency situation. I would like to have confidence that the company I hire, will do what they say they will in a timely manner and sometimes go the extra mile to make sure their client is happy that they chose them instead of one the other companies.
Included in this letter is : Copy of email from Unstopper
Copy of Invoice from Cass Plumbing
1. Please send acknowledgement that Fax was received to Email address katmac4@
2. Also if there is anything else that you need to make this more complete and to expedite the procedure to be reimbursed call me at xxxxxxxx. Please reply no later than 3 working days from date faxed to you.
I trust that I will have your full cooperation, so I am thanking you in advance. Also I apologize if anything I said insulted the company. I was irritated, so stated my feelings as a customer so your company can learn from this and to get better reviews in the future.
Update...The fax number that was given to me by AHS did not work. I called and was on hold again for 30 min. and had to give all of my info to the recorder. grrr! When someone finally answered, I asked what their fax number was, and she gave me a totally different number! I asked why I was given a different number and she didn't know and had to go ask someone, then said that they had just changed the number that day. What kind of company changes their fax number?
Needless to say AHS did not reply to my claim request within the 3 days that I asked them to and of course they denied my claim.
The next week I get a call from them asking if I am going to renew my plan with them! Really?????? They want me to give them another $650.00 to let them treat me like crap again???