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American Airlines Consumer Reviews - Page 2

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Hot Water Heater/Had to Pay to Code Requirements
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

BOWIE, MARYLAND -- CONSUMERS BEWARE!!! I had no hot water so I called American Home Shield (AHS) to request for a plumber to come out. A plumber came out on Monday and said my hot water heater needs to be replaced. This made sense to me since it was 16 years old. He said he will order a new one. While I waited, I had to boil hot water on my stove and electric kettle. I mentioned this to my sister and she said they should have been able to install a new hot water heater that day. She said all they had to do was go to Home Depot and buy it. I went online and saw where the Home Depot installs new hot water heater on the same day provided you call them before noon.

At this point it's Friday of that week so I called the plumber for a status and he said AHS was suppose to call me for an update. He told me I had to pay $715 for code requirements. I was shocked because according to my AHS contact they pay for all components and parts of a water heater. Since the code requirements involved attaching parts to the water heater in order for it to work, that should have been covered by AHS. I called AHS and was put on hold for 20 minutes so I hung up, called back and was placed on hold for 20 minutes again. I hung up, called back later on and the same thing occurred.

I contacted AHS through the online chat line and no one answered after I waited for 10 mins. I tried again and to my luck someone answered. She told me AHS doesn't cover code requirements and I had to dish out $715. I was furious! About a week later I receive a generic letter from AHS apologizing for the customer service I experienced but it didn't address my main issue. I will cancel my policy with them and put the money I pay for the policy in my own "home warranty" savings account. And to think I was going to get a policy for my mother and recommended AHS to a friend. They won't be getting it now!

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Warranty Worthless
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

BOCA RATON, FLORIDA -- This company is a SHAM, stay far away. Being in Texas the weather is horrendously hot. So I recently had an issue with my AC Unit not cooling below 85 degrees inside the home. I have an elderly parent staying with me so I needed the air fixed immediately. I called the emergency line three days straight left message after message. I finally get someone after the third day of attempts, but this individual can't tell me about any contractors in my area because that takes 48hrs to search and see has a four page booklet that I cannot have access too. Mind you these contractor would be someone that I still would have to call to schedule an appointment with, wasting even more time in the hot home. So I assume that almost a week of no air while temperatures are averaging 100 degrees is fine work for this company. As the only and responsible resort I took it upon myself to look for a same day technician in my area to come over and see if there was anything that could be done in such short notice. The technician noted that Freon was low and that coil and TXV will need servicing. I advised the tech what could be done now since my elderly parent is here and the heat is sweltering. Freon filling was the cheaper of the repairs, (8lbs low) and me figuring I have warranty, I'll just call and have them reimburse me for the Freon and pay my deductible for the coils and TXV repair. O NO that is not the case. The customer service from the phone representative to the manager is void of compassion, personality and humanity. Each representative that I spoke with during my 3 hour hold yesterday had different answers, each had no compassion for the plight of no air conditioning for a valued customer and I finally got a manager via chat (on hour 2.5), He stated no need to talk to me, that my claims was denied for reimbursement because my platinum Premier warranty doesn't cover Freon, Coils or TXV. But if you service an air conditioning unit do you not replace or replenish Freon? If you are thinking about this company don't. Spend that 500 on lottery you'll have better luck.

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Unsatisfactory Response To Request For Service
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

CHILDERSBURG, ALABAMA -- I called American Home Shield and received a dispatch to a company in Birmingham AL, which is at least an hour and thirty minutes away, on July 15, 2016, promising they would contact me and arrange a mutual agreeable service call. I heard nothing from them despite calling AHS. After AHS promised to make this an emergency call and an immediate response on the same day. No calls from their contractor. I call the contractor at midday and asked about why it had been ten days in 90 to 100 degree heat that they had not called and the person on the phone at the contractor acted liked he had never heard of me.

But then he promised they would be out between 4:30 and 5:30 that day so I said OK. My wife and I are in our mid-seventies and have health issues so it was important that they came as promised, considering the heat. It was a no show and no call that evening. Since the beginning of this situation phone call took an average of an hour with some as long as an hour and a half.

Their computer system does not allow a status request and refers you to the unanswerable phone number. I was able to make contact on the chat line early the 26th and eventually and finally nice person who after trying to find another A/C contractor gave permission for me to use one here locally. Fixed it the same day by lunch time. An internal breaker on the air handler was shot, he replaced it from his supply of parts on his truck. $214.00 total, which included checking another unit and adding some freon. I decided not to go thru the reimbursement process since it is so cumbersome and no one answers their phones.

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Great Coverage for the Price
StarStarStarStarStarBy -
Rating: 5/51

WILMINGTON, DELAWARE -- I did a massive amount of research for a warranty on a 2001 Jag XK8 that has a warranty that was expiring and the company I had been using had nothing to offer me. From the first contact with ASAP I found them to be friendly, professional, and very easy to work with. I spent a long time making this decision and Mark was not pushy while I was going through my process. I appreciated Mark sending me a copy of the contract right away, no beating around the bush, so I could study it in detail. I probably researched a total of about 12 companies, narrowed it down to three finalists, and when I called Mark back with a list of questions he was very upfront and accommodating.

I have two things that I wish could have been done differently: I wish I could have made a down payment and then made payments instead of paying in full upfront (I have never paid in full upfront, makes me a little nervous plus it's a sizable expense) and because the car is only a fun car and we don't drive it often or long distances it is going to take a while to drive it 1000 miles to get through the waiting period. Mark did ask but this is one area where there was no flexibility.

In the past it was always 30 days or 1000 miles whichever comes first. I understand they want to protect themselves from someone who has a car that needs a repair before they buy the coverage, but in my case the waiting period is rather onerous. Wish they could have made an exception but I understand that they couldn't.

I feel the negotiation process was fair on their end and I was able to make a purchase that was within my pain threshold. I have a good feeling about this warranty and company. Many other positive aspects that I could mention but this review is already long enough. Now it just comes down to how the company actually does business but I am not expecting any issues with that.

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Do Not Purchase From This Locay
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

PEMBROKE, FLORIDA -- DO NOT PURCHASE FROM THIS WAREHOUSE!! I purchased a mattress and box spring from the Pembroke Pines location and now I have bug bites all over my body. The manager James told me, “It's because you live in an apartment and your neighbors have bed bugs.” I live in a single family home. He was very condescending. He said he's gotten this complaint before and all sales are final. Shame on American Freight. Buyer Beware! After receiving the response posted under my initial review I contacted the number. The telephone number is an automated number. I sifted through the options to get to the customer service option. I was then directed to leave a voicemail message. After a few hours I received a call from a company representative that gave me the option of PURCHASING A MATTRESS AT A 5%-10% discount. Are you kidding me?!

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Failed Delivery
StarStarEmpty StarEmpty StarEmpty StarBy -
Rating: 2/51

GLENDALE, ARIZONA -- The CS really needs to be worked on. If you contact a number for delivery, then contact that number again for any updates. When a person waits for 4.5 hours of their morning with a no show it is beyond frustrating. The item took a week to get in from CO to begin with. I spent over 30 minutes on the phone with CS. The sleeper sofa will need to be reordered from CO, and then I will need to wait for 4.5 hour delivery window. My time is worth something. They really need to value their customers. I wish I would have stuck with my normal store. UGH!

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Unreliable and undependable delivery
StarStarStarEmpty StarEmpty StarBy -
Rating: 3/51

MORROW, GEORGIA -- After shopping around all day yesterday 3/30/19. I made a cash purchase for a 5 pice bedroom set around 3pm from the Morrow store. The salesman was very helpful in finding the right piece for the right price. I'm very thankful for that. I was frustrated with the delivery charge of $160. I then realized there was a closer in Douglasville with a delivery fee of $85 but couldn't guarantee delivery until the next day. We bargained on a price of $120 for same day delivery of no later than 9pm from the Morrow store. I waited and waited after rearranging my night until around 10:45 PM I received a call from delivery driver that he was 2.5hrs away and wouldn't be able to come until next day by noon. I am frustrated because I would've set up that appt with Douglasville to accommodate with my work schedule seeing that I am not available and the price difference was a big gap. This is unacceptable and unprofessional. Not happy. 3stars is for delivery and would've gotten 5stars if this didn't happen.

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More Than Completely Incompetent Customer Service - Even a Letter to Stephan Squeri Produced Zero Results!!!!
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

JACKSONVILLE, FLORIDA -- I have been a Platinum cardholder for 21 years with AMEX. Recently they solicited me for a new Business Platinum with 75k points promotion - falsely communicated this to me in a solicitation to my personal e-mail. In attempting to remedy this situation of applying the points promotion on my account; AMEX locked my existing points for use, and none of their Customer Service personnel (including supervisors) nor Membership Rewards personnel (including supervisors) can remedy this. They cannot escalate. Thus I have written the CEO of AMEX twice now; trying to get a resolution to this issue. He assigned an individual in the corporate offices who has not resolved the issue; nor can you get this person to respond. There is no way to zero out on the phone # provided.

AMEX has taken several steps backwards in the past months with Customer Service, false solicitations, and cardholder benefits. Such that I am ready to severe my 21 year relationship with them at this point. Their products are pricey ($598 annual fee) for the service and benefits they provide. STEER CLEAR OF AMEX!!!!

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Denied plumbing claim and plumber tried to overcharge
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

HUNTINGTON BEACH, CALIFORNIA -- Never will I do business with First American again. I paid $800 for a home warranty for the year. The sewer pipe that my kitchen sink drained into had a leak and water was leaking onto my backyard patio. My sewer pipe for my upstairs bathroom shower started leaking 2 days later. When it rains it pours. I started a claim with First American Home warranty and their plumber scheduled an appointment between 1-5. they said they couldn't give me a shorter window so I took off work. He showed up 30 minutes late. He looks at the 2 leaks and tells me he needs to call First American to get approval to fix the 2 leaks. He comes back 10 minutes later and tells me the claim is denied and tells me he will fix the 2 leaks for $500. Nice racket they have going on. The plumber charges double...... I had a local plumber do it for $200. Having a Home Warranty with First American was nice piece of mind just as long as you don't need anything fixed. Never again will I do business with these crooks again!

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Annuity - Asked for Distribution; They Gave Me More Than I Asked For; Asked for Corrected 1099-R, Not Received.
StarStarEmpty StarEmpty StarEmpty StarBy -
Rating: 2/51

AMARILLO, TEXAS -- Needed a Required Minimum Distribution and sent in a form but apparently I misread it and they assumed the amount I specified was net rather than gross. Sent them a letter to correct it; didn't hear anything in two weeks so called again; only then did they forward the letter to the distribution office; waited two more weeks (after I received 1099-R which was incorrect). Asked for correction on 1099-R and one month later am still waiting for it. AIG deliberately ignored my repeated attempts to correct the situation which they could have done before the 1099-R was due. No apologies. No corrections. Conclusion: lousy company to do business with.

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1.3 out of 5, based on 71 ratings and
240 reviews & complaints.
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American Airlines
P.O. Box 619612 MD 2400 CPII
DFW Airport, TX 76021
800-433-7300 (ph)
817-967-9641 (fax)
www.aa.com
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