American Home Shield

We had an American Home Shield home service warranty that was supposed to cover the air conditioning system, including the duct work. American Home Shield's local contractor for a/c work was A[redacted]. When we had a problem we contacted American Home Shield who referred us to A[redacted]. They sent a technician who was too fat to fit through the attic scuttle to inspect the ducts. They responded to American Home Shield that the attic was not accessible. When I found out I contacted A[redacted] and asked that they send someone of smaller girth, as I was easily able to access the attic. Although they said they would, they never did. We tried contacting them and American Home Shield a number of times and finally gave up on both.

I've been a customer for AHS fore more than 2 years and never requested any repair service. Today when I needed, it was total disappointment. I requested service for plumbing to fix some leaks. They sent plumbing guy and to my disappointment he didn't fix the root cause, the leaks are still there and half of the items they didn't cover. I talked to customer service and that was total waste of time. In the contract it clearly states they cover plumbing but they can come up with any kind of excuse to not cover items. So my suggestion is to look for some other good company if you really need to buy warranty, otherwise don't buy it.

I am very disillusioned with AHS. I have been with them for over 10 years and have 3 properties listed with them. This last incident with my dishwasher was the last straw. The customer service was terrible and when I asked to speak to the manager I was told rudely that the manager would call me back. Guess what?? Never happened! So I called and talked to customer service after being on hold for 20 min. and she immediatly sent me over to a manager who was more upset that the customer service agent put me through to him without proper procedure. He was without a doubt the rudest person yet. 10 years ago AHS sent out an appliance guy to replace our dishwasher. Unbeknowst to us the installer whom AHS sent didn't install the dishwasher correctly using the correct screws. He drilled a hole through the tub etc... We have had a slow leak probably all this time and it finally just went. Recently over the holidays the dishwasher broke and leaked all over the carpet and kitchen floor. AHS will not replace the dishwasher saying it is not normal wear and tear. What a horrible buisness with the rudest agents I have ever dealt with. DO NOT DO BUISNESS WITH THIS COMPANY!!!!

My AC sopeed working. I called AHS to report this. They did not call me back as promised. Furthermore, when I called them to get an update they told me that they do not have any contractor for AC in my area and out of area contractors are no willing to take on the job. Im stuck with no AC with tempaeratures exceeding 101 degrees. My daugther has asthma and needs a contolled environment. They dont care one little bit. I called them back to let them know I found a local contractor and they have been giving me the run around telling me to call this dept or that department each giving me a different telephone number to call. Ive been a customer for AHS for last 4 to 5 years on 4 different properties. They started these shananagans last year with my other house. As each policy expires I will not renew with AHS. Not now , not Ever!!!!!!!!!!!!!!!

It has been 3 weeks since I opened my service request: I was sent the rudest tech from Sears, he did not even open the fridge's to get to the parts, he guessed that it was thermostat and the invoice was almost $500 to be built to my AHS policy. I called and after hours of being on hold, I was authorized to go outside to hire another tech who told me that the fridge is so old, and the cartridge was gone, they don't make the parts anymore. So I was in line for a replacement. Now, this is another story; I have been on hold for 45 minute last time, no answer, I had to hang up because I was at work. Today, I called again, and I am on hold now as I am typing this, it has been 60 minute, no answers, yet. I don't recommend anyone buying a warranty from this company. My fridge is unsafe for food, it has been 3 weeks since the claim filed, no person to speak to. Over an hour hold time is unacceptable. I will definately search for another company soon.....I am extremely angry right now. Another issue is that the same music playing over and over and the message keeping apologizing...DO APOLOGIZE, PICK UP THE FREAKING PHONE... HANGING UP NOW....65 MINUTES WITHOUT ANSWER IS MY LIMIT...




DO NOT BUY FROM THIS COMPANY!!!!

AHS has given me the run around on my HVAC repair for over a month. The Technician from the contract AHS select came in within a week (25 May 2016) of the call. During the diagnose we informed him that he problem was the compressor. He informed us that the unit was still under warranty that AHS should not have any problem repair the unit. On the 9 of June AHS representative call us and informed that the Authorizations was approved and we should not have any problem ordering the compressor from the manufacture because the unit was under warranty. As of the 17 June, the compressor still has not arrived to the contactor office, when you call the excuse is that the part was order from Texas and it takes time to arrive. We have been without air-condition for 3 weeks, we have also informed them that we have a disable person that has the need for cool air. And we still waiting for the repaired, it has been 3 weeks with no luck and when we call AHS we are in an indefinite hold pattern. Instead handing me off to inept agents over a month.

I want my air condition fixed as soon as possible and AHS at least pay for 50% of the cost of the replacement Freon for the wait and inconvenience we have been in the past month.

I signed up with American Home Shield based on assurance they gave me, that they only replace equipment with new equivalent equipment and not refurbished ones. They also assured me they will give me a retail market value for the replacement and I can apply that toward an upgrade. They also assured me they only work with A rated companies for service. Well, my pool motor gave out. I put in a service call and made an appointment for the repair. They sent someone from [redacted] and the person told me they only deal with refurbished product and not new. I tried to contact ASH and I cannot tell you how rude and unhelpful they were I asked for a call from a supervisor they assured me that they will call me but no one called. finally I got a call from the options department to tell me they will give me $120 credit for the Pool Motor I have which had a replacement cost of about $600. I had no choice but to ask [redacted] to repair or replace my motor as they would. This has been a week and it is not done yet. I am still waiting to hear from a supervisor from ASH. This has been the worse experience I have had dealing with an insurance company.

AHS us great until you need them. Its impossible to get a customer service rep wait time will typically run from 30 mins to an hour then you are disconnected this company on no level close to an A-.

You told wait time is 5mins....never the case you get routed back in call que, you hear phone picked up several times and out back down. Do not patronize this business just go elsewhere. I will NOT be renewing my contract.

On 9/1, we opened an online ticket to fix our air conditioner (AC).
On 9/3, a technician (from R[redacted]) was dispatched to evaluate and assess the problem. He diagnosed various parts are non functioning and it is more cost efficient to replace the entire unit.
On 9/8 when we still had not heard back from either AHS or their contracted vendor, my husband called to follow up.
On 9/9, AHS agreed that the ball had been dropped by their vendor (not taking responsibility for the fact that AHS had also dropped the ball by not following up with their vendor to ensure that their service level agreement is met). Another vendor was dispatched (Advanced Heating & Cooling).
On 9/12 a tech from A[redacted] validated the previous assessment.
On 9/13 I had to follow up since I had not received any response from either companies. After talking to several different people and pushing not only for action but also setting expectations that AHS should be my single point of contact (my contract is with them, and I pay them every month), I was told the parts are ordered and was promised a call back on 9/14 with an estimated delivery date of equipment at their vendor's site.
On 9/15 I called back as I had not received a call back as promised. After an hour of being passed around, I was told they ETA for equipment delivery is 9/21, at which time a crane would be scheduled as well as a technician.
Due to AHS' lack of follow up and refusal to work on things in parallel, we will end up waiting for nearly an month till our AC is fixed. And by the way, we live in Southern Cal and have to live with the heat...this Sunday the weather is expected to reach triple digits again.

Our washer broke on April 22 and we immediately reported the issue to AHS. As usual, the contractor was assigned and visited in next few days. We were informed that some part needed to be replaced and the contractor will place the order and call again for an appointment. Since then we have not heard from contractor. We have contacted AHS numerous times (lately almost everyday) without any satisfactory answer or action. The complaint has been escalated to customer service supervisor but there is no resolution. We were told that part is with the contractor but they are not responding to AHS calls as well. Additionally, we were told that area manager for vendors/contractors will take this up with contractor and ensure that they contact us however as of today we have neither heard from AHS nor from the contractor. AHS has not offered expected services and have not made efforts to resolve this issue and it has been over six weeks without a washer. Very disappointed!

On June 14, 2016 I had a plumber come to my daughter's home in Westlake Village, Ca. The kitchen sink was clogged from the disposal and kept backing up. The plumber from O[redacted] and told me the pipes were upside down and would cost me $450 to change the pipes. My daughter has had this house for 2 years and never had any problems. I told him he did not know what he was talking about. He never even took out a snake to try to unclog it. He just walked out when I told him I wasn't going to pay him $450. He totally lied. I called a handyman that was remodeling another home I was buying and he came over and fixed the problem immediately. I called American Home Shield and Tamika ,supervisor Id # 43028 told me it didn't matter if he lied I still had to pay the $75 fee. I told her I was not going to pay someone to lie to me. I told her that she is taking policy over integrity and I was not going to pay it. If this is the only way I can get a hold of the President Tim H[redacted] of American Home Shield to report this then this is how it is. If they ruin my credit or cancel my policy because of this I will take them to court. I am absolutely furious that corporations have turned their employees into puppets without any sense of customer service or integrity. Maybe it is the fear of losing their jobs but I cannot believe what has happened to our country. Has artificial intelligence taken over. Is there no more feelings about people lying and corporations only in it for the money. What has happened over the past 50 years. It is literally impossible to get a hold of anyone unless you want to be on hold for 30minutes or more. Barbara

I called American Home Shield to get my fireplace repaired. They sent in the wrong guy (someone who does not work with fireplaces). The guy told us that he is not the guy for this job, and left. Now AHS is insisting that we pay the $75 service fee before they will do anything for us. When I tried to explain to them that it is their fault to not have sent the right person, they agreed to pull their call records. I was put on hold for two hours, at the end which they said their system is down and that they cannot access the call record from their database etc.

Dear AHS, you have saved yourself a petty $75, but please know that you have done so at the expense of a whole lot more that I am going to ruin for you in lost business.