Clear Horizon

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• By Regina D.

  November 16, 2020

  Fix electrical problem

  Absolutely the best experience ever! The gentleman who called initially to schedule my appointment was kind, understanding and professional. A technician was here within an hour and he was incredibly knowledgeable and nice. He fixed my electrical problem, explained what had happened and made sure everything was working before he left.

• By John

  May 17, 2018

  Garage door opener

  First let me say I am a 100% disabled combat veteran. I only mention this because of my limitations to lift and move things and how this company treats it customers specially the disabled. They came to my home via American Home Shield to replace my garage door opener. They were in the middle of taking down to old garage door opener and I ask if they will be programing the exterior opener (key pad). He said sarcastically "no, it's not compatible with the new one". I asked will he be replacing the old as I need it. He said no, I don't THINK they are covered". Suggesting that I would have to pay extra for it. I said ok I will have to get somebody else to install that. At this time I am detecting by his response and body language that his professionalism was not up to par. So I went inside looked up my contract and read it. It's states CLEARLY the only thing not covered is the door and the track. It further states EVERYTHING else is covered. I knew based on his first response that he wasn't going to receive anything I had to say. So I got an American Home Shield rep on the phone to confirm or deny it's covered or not. He who looked over my contract and stated that the only things not covered is the door and the track, everything else is covered. I took my phone out to the garage and had him speak to the rep who stated IT IS COVERED, he didn't see anything that would state otherwise. The technician voice became indignant and he got combative with the rep and very unprofessional after the rep just told him it's covered. He then said it's an accessory and they have never covered them in the past. The rep said "sir nothing I am reading here suggest that it's not covered. I then said if it is covered, why are you trying to undermined the process. He got really upset and then he said to the rep it is an accessory and for the 7 years I've done these and they've never cover them. He them said I am not going to argue with the customer, I will just take my stuff and leave. I felt threatened at that point at his lack of the UNDERSTANDING of customer service and I no longer felt comfortable with his lack of professionalism nor the idea if he's made to do this with his attitude would he do the job correctly. So I asked the rep to send another contractor to install my garage door opener. He said hold on, meanwhile this guy is packing up is stuff. The rep came back an apologized for this guys behavior and set me up an appointment with another contractor. As noted in my introduction I am a 100 % percent disabled veteran. This guy asked me is all my stuff there, pointing to the pile of screws, brackets and my garage door opener left in the floor of my garage (see pictures). I said I don't know and I can't tell, it was up there pointing to the ceiling. He said well that's where it's going to stay as he walked away. He disassembled the garage door opener, the sensors and the opener button and just let them there and stated to and that's where they going to stay. I can't move that stuff and I can't bring my car into my garage because of his relentless unprofessional attitude. I will be further communicating this company and his level of customer service and how I was treated in an effort that those who are like me won't have to endure having move the pile of stuff he callously just left in the middle of my garage floor for a disabled veteran to move to regain the use of his garage. He should be ashamed of himself.

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