Recall - Mbr calling for a recurring problem

                       CSC - Recall Process

Recalls occur when a member calls to request service on a recurring problem. When a member experiences a recurring problem with an item that has been previously repaired or replaced by AHS, we will arrange to have the service contractor return to the member’s home to diagnose the problem again. The recall timeframe is outlined in the Trade Service Fee section of the contract and it details the timeframe in which AHS will fix the problem.

• HSA and Older contracts that have been renewed may have a different recall period, such as 90 days on parts and 30 days on labor. • Because there are different recall periods on different contracts, it is extremely important to review each member’s specific contract terms. • If a contract has expired and the item serviced is still within the recall timeframe, AHS will create a recall on the current contract.

Mbr calling for a recurring problem

1. Validate the if the same item > attributes

If same attributes/items, proceed to step 2 If not same attributes/items, process new wo w/ tsf due Document: Customer Called In

• Mbr Uriel (buyer) called in to req a vendor since the same unit is having the same problem. Md mbr awr will verify the status. Mbr ok.

1. Comfirm Last Out Date

• Check the Status Tab: Job Complete - Job Invoice
• Check the notes
• Call the Contractor: Verify the job completion date.

If status is COMPLETED: Proceed step 3 If statis is still ongoing: Advise mbr that tech is nt yet done with the serv. Document: Called Technician

-TT BOb (owner) w/ Greenway advised that job was completed last February 27, 2022. Md contr awr that mbr req for a recall. Contr ok. 3. Verify Recall Timeframe

• locate the Recall Timeframe in the contract

If last out date is within recall > proceed step 4 If last out date is beyond recall,

1. Click Recall

If vendor declined - CONTREL for transfer vendor 5. Advise 💬 Thank you Mr. / Mrs. ________ I placed a service request for your "x." I want to make you aware if the technician comes to your home and determines it is not a recall, a service fee of "x" will be due.

1. Document: Customer Called In

Md mbr Uriel awr that recall has been processed. Advised mbr that if the contr visits and determines it is not a recall, a service fee of "x" will be due. Advised to keep their lines open as the vendor will call them to set up appt up until the next business days and the following business day to initiate the serv. Mbr ok.

SERVICE REQUEST HISTORY

After determining the recall timeframe in the member’s contract, you must locate the member’s original service request to determine if the item is within the recall period.

The original service request will be located on the Service Request tab on the Home Page.

It is important for you to know that the time stamp date on the service request is not necessarily the same date that the contractor was last at the home to complete the work.

LAST OUT DATE

The Last Out Date represents the last time the contractor was at the member’s home. The Last Out Date must be verified before entering the recall. There are several ways to find the Last Out Date:

• Ask the member when the contractor was last to their home. • Click on the Notes tab on the Dispatch page to check notes. • Check the Status Tab. If the contractor has completed the job, they sometimes enter a completion date online. If they entered the information via the web, it will appear in the Status tab.

If there are no notes or job complete status entered or the member is not sure if the job is completed, then call the contractor to verify the status of the service request before creating the recall.

After the contract confirms the date that the work was completed, update the Dispatch Status with the completion date.

Under the Actions menu, click Set Dispatch Status to enter the completion date. When the Update Dispatch Status box appear, click the Dispatch Status drop-down and select Job Complete.

Once you locate the Last Out Date, proceed to create the Recall (if it is within the appropriate time frame)

RECALLS WITHIN 31-90 DAYS

HSA and some older contracts such as Home Shield product will have a Split Recall time frame. The Split Recall time frame is 30 day Recall on labor and 90 day Recall on parts. The Split Recall time frame only applies to older products.

• AHS will not know exactly what caused the malfunction until the service contractor has provided a diagnosis. • Until we receive a diagnosis from the contractor, we will have to create a new service request.

o Always open a new service request and charge a fee, even if we're within the recall period if the diagnosis shows that the malfunction was due to covered parts, we refund the service fee or if the diagnosis shows that the malfunction was due to any other cause, we keep the service fee

(if the recall has been read out and we cannot crate a service request )- tm will create a service request and do the concession.

(member is entitled for reacll) crate a service request and colect the service fee but you need to idnetify the member first and let tecchnician to diagnos it and if the technician will proved it then we will do the reimbursement.

minor recall; we will do the