Jeannette C.

I did a service request for my garbage disposal and AHS assigned Immediate Response PLB & Rooter SERV INC out of San Antonio to do the repairs. The contractor called Tuesday and stated that they had no parts and the earliest they could send someone out was Friday. I said NP. Today she calls and says they can't come out on Friday they can come out next week. I said unacceptable. They haven't even come to my home to do a diagnosis to see if we even need a part! I told the contractor I would call AHS and request someone else. She tells me ALL contractors are having the same problem I guess to convince me to keep their business. As I was contacting AHS I realized that Immediate Response PLB & Rooter SERV INC was a company we had a bad experience with in the past and that their service was horrible. When I talk to the rep I inform her of our past encounter and I tell her I definitely don't want them coming to my home and that I made a complaint to corporate on them. She then tells me that my contract states I can't change the contractor assigned to me by AHS! I said are you serious? I had a bad experience with this contractor and you're telling me that a company that did me wrong and I made a complaint on I have no choice but to let in my home? I told her she needs to stop reading her script and look at her algorithm and look where it says "special situations call manager." I asked for her manager. She puts me on hold for a long time and then the phone hangs up. She calls back and says her manager will call me. It's the evening and no one has called me back. Half the reps don't know what they're talking about but they wonder why the customers get so upset on the phone.