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• By Dean

  May 17, 2021

  Kitchen leak repair

  $75

  My experience with this company has been very mixed, but in the end they took no responsibility for damage they caused. The first technician that came out to investigate a water leak told me that they only take customers through American Home Shield (which is who sent them) for home warranty repairs. I thought that would mean they needed to satisfy customers. He discovered a pinhole leak in my hot water line in the kitchen, re-welded a copper pipe and left. The next day I tried to use my hot water, and it only trickled out, though the cold water was working fine. I called the technician directly (he had given me his card and told me to call him if any issues), and he said he would need to call his office. He never called back.

  Two days later, I called the office and was told another technician would come out to look at it. He arrived a week or so later and found that the faucet was plugged due to debris left in the line from the repair (there was black debris coming out when he tried to clear it). He said either the faucet needs to be dismantled and cleaned, or a new faucet needs to be put in. He said that he recommended a new faucet, and that the company would contact me when it was in.

  Two weeks later, I called their office. The office manager initially said "We have an open ticket, but we don't know how we are going to resolve it". She put me on hold, and when she came back online she said that they are not responsible, it was a warranty claim that is now closed, and that whatever problem the faucet has is my fault (it is a 3 year old Delta faucet, installed after a kitchen remodel - never has had any problems before). I told her I would complain to AHS and she laughed, said "we are their preferred service provider, so we don't care" and hung up.

  I called AHS to complain, and they initially said they would try to help. But I didn't get a call back. When I called again they said my faucet isn't covered. When I said it was damage caused by their contractor, they said they would look into it. I asked for a number to report the contractor, and they said I just had to leave the complaint and they would take care of it. I said "So you are telling me I cannot escalate a problem, and if you don't do anything there is nobody to complain to?" He simply said "I can log the complaint, and if you want I can transfer you to a supervisor". I said that I would like that, and he put me on hold for about a minute, then hung up - sending me to the 'survey' where you rate the support.

  Here is my recommendation - if you have AHS, get rid of them and go to Old Republic. I've had AHS for 17 years, and have generally been happy but one of the technicians I spoke with at this company said that AHS has outsourced all customer support to another country, and there is no way to contact them directly, and he said many of his customers are not happy with that.

  I also recommend that if you do use AHS, and you have a plumbing issue, you specifically tell them not to send out Direct Connection Plumbing. You can see from the reviews here, and on the Better Business Bureau, that this company simply does not care to satisfy the customer. Their client is AHS, and they said, directly, that they don't care if a customer is unhappy because AHS will still send them on jobs.

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• By Carla M.

  December 1, 2020

  fix leak

  Direct Plumbing works with home warranty programs They are not very professional and ONLY do what the tech wants to they do NOT crawl under homes ands in the long run cost you more money because they delay a job so others cannot continue their work top get done in a timely matter