AHR SERVICES INC

unknown

DO NOT use this company. They will NOT fix your problem and when you call back to ask for more help, they will NOT help you. They are non-English speaking and they are not customer friendly. This is a terrible terrible company.

I struggle with the review for this provider because it's an 'A' and a 'D/F' at the same time. I settled on 'C' because the bad part means I can't say they're 'Good.' I did say I'd hire again, but it's closer to maybe and I'd want to make sure I had the same technician. AHR was assigned to me by HMS home warranty. On the bright side, the office manager/scheduler was very pleasant. I was able to get an appointment promptly (offered same day), and the technician showed up on time. Mike (technician) was great! He was nice, professional, helpful, informative, respectful of the house, and smart. Mike determined the reason the thermostat went blank was that the furnace had a blown fuse. Mike patiently answered my questions and helped me understand what happened. The visit was quick and the problem was solved... at least temporarily. A little over a week later, the system broke again with all the same symptoms (blank thermostat, blown fuse). I called HMS back and went through a strenuous justification of why it was the same problem and that I shouldn't have to pay the deductible again. I called the power company to come out and they confirmed that the power feed was not surging & the problem couldn't be solved by them. HMS finally agreed that it was in fact the same issue not solved (aka re-call) and attempted to contact AHR for them to come back out. Here's the down side, despite calling AHR and leaving messages daily, it took 5 days before I was able to get the office manager on the phone again to schedule an appointment. She was nice, but claimed I never left any messages. How do you explain that? She promised to call me back that evening, even if it meant she couldn't call until 7pm when everyone was back from late appointments. She never called... so I called her in the morning and she was pleasant, said she had been going to call me, and confirmed my appointment. I got Mike again (hooray!) who diagnosed the same blown fuse and found the reason: the low voltage wiring outside had over time been chewed by critters, gotten exposed to the elements, rusted, and was shorting which accounted for the fuse blowing again. Two days later, I got a call from AHR that the home warranty company said it was a new claim and that I had to pay AHR $100 again. No idea where that came from since it was the same claim #. I called HMS, where we all got confused, and then I had to go through the whole deal of defending a re-call all over again. I don't understand if the problem was at HMS or AHR. HMS agreed it's a re-call and now they are calling AHR to tell them that they're not entitled to bill me another $100. So, long & short of it... AHR is nice to you when they talk with you, you can probably get an appointment promptly, and Mike (technician) was great ('A'). However, the administrative side of this has been terrible! Would it have been better if AHR could have invoiced me whatever they felt was appropriate? Does having a home warranty in the mix mean it's going to be complicated? That hasn't been my experience. Should the wires have been checked on the first visit? I do know that having to call AHR every day, not to have messages returned - worse to be told you didn't leave any, and having to spend so much time untangling the disconnect between AHR and the home warranty company was not good ('D/F').

AHR was assigned to us by our home warranty company, HMS. They came and diagnosed a problem with the control board. However, dealing with both the home warranty company and this service company was a nightmare, and we have been without heat (it's been 20-30 degrees outside!) for about two weeks. After AHR diagnosed a faulty control board, they contacted HMS to authorize the purchase of a new one. I called HMS to follow up and they told me they were shipping the control board to AHR and that once AHR received it, they would contact me to schedule the repair. Because I was worried that HMS would not follow up, I called AHR to confirm that they were scheduled to get the control board. They told me they had spoken to HMS, and that HMS had told them they would rush the part to them. They assured me they would most certainly get it by Wednesday (Feb. 5) and not to worry, that they would call us when they got the part and schedule us for service ASAP. I thought that was pretty reasonable, so resigned myself to no heat for several more days. I didn't hear from AHR on Wednesday, so called them. They said they were still waiting for the part. I called the home warranty people (HMS) once again and told them AHR had not received the expected shipment. They told me the replacement part had an ETA of Feb. 10-15. I told them AHR told me that HMS promised them the part by Feb. 5th. The HMS representative told me she had said no such thing, as the shipping information clearly stated a Feb.10th delivery at the earliest. So I don't know who was giving me misinformation at this point. Anyway, I explained how cold it was, seeing how it was the middle of winter. I asked HMS if they could authorize AHR to get the part locally. They said they would call them and authorize the local purchase. I called AHR and told them what I had discussed with HMS. The woman at AHR assured me they would get the part ASAP and that it would cost $20-$40 more than what HMS could get it for, but they would do so and call me for the repair. Again, I thought that was pretty reasonable and was glad they were trying to help us. Again, I heard nothing from AHR, so called the home warranty company to ask for the status of the authorization. They told me they would not authorize the purchase because the price quoted by AHR for the part was almost double what it would cost them for the part. HMS said the control board costs contractors around $170, but AHR wanted to charge them $325 for it. So HMS would not authorize it. I called AHR and asked about the discrepancies in the story, explaining that HMS was pointing the finger at them. I told the rep (the same one I'd spoken to previously) I wasn't sure who to trust anymore and that I would like to hear her side of it all. The AHR rep went kinda nuts. She started talking louder and louder and told me that everyone else was telling lies, that she had no control over pricing, that HMS had no idea what they were talking about. I told her I suspected that was the case, that I was getting contradictory info from HMS and wanted to know her side of the story, as I *thought* she was the reasonable one who wanted to help. But she continued to yell over me, saying that of all the heating companies, they were the only ones who were able to help me (?) and that I was being difficult about it (I guess because I wanted to know when my children and I could expect to have our heat restored?). She then said she no longer wanted to help us and would cancel the service contract. She seemed pretty off-balance at this point, so I thought it was for the best not to work with AHR any longer. I was tired of being cold and spending more time calling HMS and trying to get some sort of resolution from them or AHR, so called a service company that got excellent reviews from Angie's List. That service company just left and the heat is up and running. (Yay!!) The kicker: The techs said the control board is completely fine.

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AHR was contacted by my Homeowner's Insurance company on 9/27 to investigate the cause of my faulty furnace. I was told that they would contact me on 9/28 to verify that they would come to my home on Monday 9/30. I was not called and called them on Monday 9/30 to verify that they were coming as scheduled by the insurance company. They confirmed that I was on the schedule and arrived within the promised time window. Mike was the technician who evaluated the furnace and discovered that the motherboard was not receiveing power and would need to be replaced. He told me he'd call to let me know when the part was received and when he could come back to replace it. He collected the $100 insurance deductible and left. I never received a call back from Mike. I've called AHR twice, spoken to Carlos each time, and each time he's said that the part had not come in and would call me back. It is now 10/8 and I still have not been called back and have not had the replacement scheduled. I am very dissapointed by AHR's lack of contact to let me know the status of my part or the reason for the delay. I will follow-up on this review when I finally have the part and the repair complete.

I was very pleased with the job! It only took a day or so for the unit to arrive and the very next morning they had it installed by 12:30 p.m. It was a scary experience knowing that I would be without air conditioning, but it truly went so smoothly. I am also very happy that I have a warranty on all of this!

Carlos came on time and was very nice. He got right to work. He worked on the units and was finished with his work quickly. When he was done, he cleaned up everything and gave me the bill. I am happy with them.