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  • I would give zero stars if I could. This company was recommended by American home shield when my water heater burst. No damage to upstairs around the water heater but damage downstairs in the ceiling. No drying needed for upstairs in the water heater closet or surrounding flooring. They could not respond until 4 hrs after the call. They (Jamie) showed up on a Saturday putting booties on his feet and advised that they could not get the replacement water heater until Monday when the vendor opened. Fine. The guy shows up (Jamie) on Monday at 11am (no booties) and I asked if he was replacing and he said no. I said what do you mean no as he told us the vendor was open today to replace the water heater. He denied saying this and needed to wait for the drying around the water heater. I had to ask him if he was the same guy that was here on Saturday and he said yes. I said there wasn't drying to wait for as there wasn't any damage around it to dry so it could be replaced. He even verified it on Saturday as the floor was bone dry sine the water went down the drain only. At this point I wasn't sure why he was there. I had to ask him to drain the water heater and take it downstairs into the garage. He "drained it" then took a dirty dolly to load the water heater on it and roll it down my carpeted hallway and stairs. No protection or precautions were made for the carpet. I was downstairs as he was doing this and half way down the stairs, the guy tells me that the water heater was leaking water still. Meanwhile he has made a water trail through the hallway, down the stairs and on the tile on the way to the garage. He asked for a rag to clean it up. I told him that this is unacceptable and he is not rubbing water from a broken water heater into the carpet. He said it was just water. I pointed out that he knew water was leaking in the hallway but kept going? He said yes. WOW! I asked if he normally puts plastic down to protect the flooring and all he could say it that he's never had a water heater leak after draining it. He never answered the question. So another day without hot water and I asked what time should I expect him tomorrow and he didn't know and I requested first thing in the morning. He advised that the office would call me. Needless to say I sent the company and email with the scenario and photos of this trail of water. I called and left a message. No call back I got a call at 2:30ish advising of an 11-2pm time frame. I said fine and asked to speak with the manager. Well that's not happening as the screener Kayla put me on hold for a little bit and comes back stating that the manager is not available. Fine. So I asked for her name and was told Alyssa. I asked for a last name and was told that's he could not give that out. WHAT??? She went around stating that the soonest appt was 11am as of this was going to be a complaint on the scheduling (her job). I advised that I said it was fine and that I am having issues with the work being done and need to speak with a manager and that I already left a message and send and email and would like a call back today. I am in the process of getting quotes to clean the carpet and will be submitting the invoice for payment. I'm sure this will be ignored and will have to search for the insurance company info to make a claim. It's going to be a long process I would never recommend this company to anyone due to the unprofessionalism, dishonesty, avoidance of the customer to address issues, and damage to flooring.
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