Beverly W Wot
map-marker Baltimore, Maryland

Do not use this company....Phone number (410) 708-****

Chesapeake Home Appliance Phone number (410) 708-**** and American Home Shield (AHS) doesn't even deserve one star. They are both awful! I've been a customer with AHS for a number of years and EVERY time, I put in a claim, I have issues. I've finally had enough! Diagnosis: My dryer was not drying my cloths or shutting off. I put in a request for service. Chesapeake Home Appliance was assigned as the contractor. I was given a four hour window for service 11 am - 3 pm. For a working family, a four hour window in the middle of the day is not ideal. I sucked it up and took the day the day off work. I was told the dryer needed a new sensor and heating element. I was told these parts needed to be ordered. I was told it would be 5 business days. At 5 business days, I called Chesapeake about the parts. Their story changed and they said it took 5-7 for parts. Ten days later they called and said the parts were in. Chesapeake had no sense of urgency in getting these parts or keeping me in the loop as to why there was a delay. I also thought it was strange that they don't keep parts in stock. A heating element and sensor are not uncommon items needing to be replaced on dryers. Also, ten days to get parts is crazy. Parts Installation: I got another 11am-3pm window for service. This time my husband took off work. The same technician arrived. He started to work on the dryer and told my husband, he could not continue as my dryer does not have a flexible gas line. The technician did not want to continue as he was afraid he would compromise the piped in line. I understand the safety aspect and why he didn't want to continue. What was upsetting is had he thoroughly troubleshooted during his first visit, he would have seen that the dryer did not have a flex line, which would have given me the opportunity to remedy the situation while I waited for parts. To be fair the technician did take accountability. He tried to call American Home Shield, but upon reaching them, he was told we had to call. My husband did just that and sat on hold for over an hour. Because this was a unique situation he did not want to put a service request in online. When he finally did speak with someone, they dispatched a plumber charging us the $75 fee. The plumber called right away to set up an appointment. Upon asking my husband for a description of the work that needed to be completed, my husband was told that they didn't think AHS would cover the work, because the line was not technically damaged. My husband called AMS back, sat on the phone another hour to request a refund of our $75. I was able to get a flex line installed. We called Chesapeake Home Appliance to reschedule installation. This time we were fortunate enough to reach someone, but we were told they would call us back. We never received a call back. I tried to call them again and got their answering service. Now it's three weeks into the initial diagnosis, two days off work and still no working dryer. I called AHS and requested another company come out to install the parts. Chesapeake Home Appliance is awful. They have unskilled technicians, poor customer service and absolutely no sense of urgency.
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Reason of review:
Poor customer service

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