LOGANVILLE, GEORGIA -- A few months ago I had my furnace cleaned. The technician advised I had a small crack in the heat exchange. He suggested that I keep paperwork to prove I had kept it maintained. I called AHS and they sent a tech out 4 days later; who insisted there was no crack.
I called the supervisor of the other company that cleaned it and he walked the tech through to find the crack. Tech went outside and called AHS after telling my husband crack was small and he would trust it with his family. Tech never came back in the house to tell me what AHS said. I called heating company. Guy advised me part would be ordered and it would take about a week.
Well it was Feb and kind of cold. When it did come, they'd ordered wrong part. Took all day to track down right part and install. If I had not called the manager of the company that cleaned the furnace, the tech would have lied and said there was no crack. Carbon monoxide kills. They did not want to pay for the heat exchange.
The manager told the tech you know you have to replace the furnace or at the very least replace the heat exchange. It took the manager of another company into forcing the tech to do the right thing. The guy never even came back in the house to get the check for the service fee. There are other horror stories but this one takes the cake 'cause they were forced to pay.
In December, I had no heat and logged a service request on a Thursday only to be told that AHS could not get the vendor to come to service my heater until Monday. To expect someone to go without heat in the dead of winter for that amount of time is unacceptable. I paid out of pocket and had a technician at my house the very next morning.
More recently, I logged a request for what I originally believed to be an issue with my garbage disposal. In order to service the disposal, a stoppage had to be cleared. The plumber called AHS and received authorization to clear the stoppage and I also received a call from AHS stating that the service would be covered. The plumber did not have the equipment and necessary access to complete the examination.
I received another call from AHS that evening stating that when access was available, to call the plumber and let them know that they could come back out and that this would still be covered under the original service request. The next morning I received a phone call stating that nothing would be covered. I understand that there are items that do not fall under the warranty, but once AHS commits to providing coverage for an item, it is not favorable for them to take back their commitment and then refuse coverage.
I have been very unhappy with the total experience with AHS. When my water heater needed to be replaced, they sent out someone who really tried to scam me. I was provided with a written estimate of all they things they needed to do that were not covered by the warranty.
When I got a second opinion, my suspicions were confirmed that none of the additional work was required. After getting my water heater replaced by a non-AHS contractor and passing inspection, I proceeded to try to contact AHS 3 times via e-mail. When there was no response, I had to call in on my own time, be placed on hold for 33 minutes, and then not have my complaint addressed, just the cancellation. Very poor service overall and I suggest RUNNING away from this company for your home warranty.
If you can cancel this service, please do it within 30 days to get most of your refund back. This company finds all sorts of excuses NOT to pay for any claim. AHS said that had I filed the pool heater claim after 30 days, it would have been covered. Since it's before 30 days, AHS said it's a pre-existing problem. Therefore, they don't cover it. The coverage I had was a flex plan, extended (costing over $600 a year).
Don't waste your time calling the escalation department to dispute. They won't be able to help you out. Call the main line on their website to talk to someone about cancellation. You will then be on hold for a long while. The person will try to convince you to stay with AHS and to offer you a coupon for the next service call. Be firm and get your money back. Save the money for future repairs.
I may just be one of the fortunate ones but I have had success with every call I have made to AHS. All problems were simple to fix. Good customer service when reporting a problem. They came out quickly, sent an email to ask how satisfied I was with the repairman. I pay $60 for each event and it is much cheaper than I would pay on my own. I hope this good service stays true to their promise.
SCOTTSDALE, ARIZONA -- I had a leaking toilet bowl and notified AHS. They sent out a plumber who said the problem was caused by the water softener AND said it would cost at least $400 to fix the toilet problem because they would have to flush all the water lines and $3000 for a new lifetime warranted water softener.
I informed him that I could buy a new toilet for $125 and a new water softener for under $1000. Had to pay him the $55 service fee and called another plumber. He fixed the toilet for $88, no need to flush lines and put in new water softener for $1050. Let AHS know what happened, they apologized saying they would reimburse me for the $55 service call. This was 2 months ago and still no reimbursement.
TEMPLE CITY, CALIFORNIA -- I have an AHS Warranty and I used them before for other services. My garage door was broken and my air conditioner wasn't working and it was fixed just fine. But I've had a heater problems for the past 2 months. I had 5 people come to my house from 3 different company and they cannot find anything wrong with my heater, it is cold and I have an 8 month old baby. AHS is not being helpful at all. When I asked them how many people does it take to come to my house so they would replace the unit, I was told technician will have to make the call. But it seems like when they are about to "make that call" AHS sends a different company to check...very frustrating.