As a new customer of American Home Shield (AHS), I am extremely disappointed in the quality of service I have received from my very first claim. I own two properties and have contracts for both with AHS. My first repair was a dishwasher which required three visits from two different vendors and was finally repaired after I contacted AHS and complained that it had not been repaired satisfactorily the first time.
More recently, I have experienced an air conditioning malfunction which the technician indicated was only a need to clear the line and then who actually failed to clear it which resulted in the unit overflowing and severely damaging the ceiling below the unit which I then had to pay to replace. This deficiency was reported to AHS who indicated that they would report it to their vendor relations office.
Sadly, service has only gotten worse. On 31 May I initiated a service request for a refrigerator that had stopped cooling. The dispatched vendor (A Superior Appliance) was not able to come look at it until five days later, which was disappointing. The technician inspected the refrigerator and indicated that the automatic defroster needed replacing and that it was a simple repair which required ordering a part but that the repair should be completed in 5 to 10 days max.
After 3 weeks passed, we started attempting to contact the vendor. After leaving numerous messages which were never responded to, we finally actually got someone on the phone who indicated the part was on back order and we would be contacted when the part came in. We never heard back and after numerous additional calls, they finally returned with the part to complete the repair. The technician stayed 5 minutes and indicated that the wrong part had been ordered.
We once again contacted AHS and expressed our concern at the length of time it was taking and the difficulty we were experiencing contacting the vendor. We received a message from AHS indicating the part was due in no more than 7 business days and that if we didn't hear from the vendor we should contact them directly. Again we heard nothing by that date, we attempted to contact the vendor and got a message that the number was not taking calls.
At this point I called AHS and spent 56 minutes waiting to talk to a customer service representative. She also attempted to contact the vendor and was unable to contact them or leave a message for them. Within an hour, I received a call from a different repair company to schedule a service call to look at the refrigerator and determine what repairs needed to be done. Note that by the time they come, more than 7 weeks will have passed for a non-functioning refrigerator!
On 16 June I contacted AHS requesting a plumber to clear a shower drain that was draining slowly. The vendor (Milburn Plumbing) was dispatched on 18 June and when they arrived they put chemicals into the drain and waited. Once it became clear that the drain was still draining slowly, they indicated that they needed to access the roof to clear the drain and that they were not qualified or equipped to do that and also that AHS did not cover that work. Because I am not a plumber, I accepted that and contacted another plumber who came by within an hour and snaked the drain.
Note that they did not need to access the roof and indicated that there was no need to do so, and completed the work in less than 15 minutes. Clearly, I paid a qualified plumber to do work that a vendor sent by AHS was either unqualified or simply unwilling to do. The Milburn technician indicated no need for a service fee since they had not completed the necessary drain clearing and perhaps that is because they were aware that it was work they should have easily been able to complete.
I am most certainly displeased to on numerous occasions have paid other contractors for work that should be covered under my AHS Home Warranty plan and was surprised to receive an invoice for $125.00 marked as past due for Milburn Plumbing. Especially since the Milburn representative had indicated that there would be no charge and gave us no paperwork and obtained no signature from us.
It has become obvious that AHS is not a very reputable company in that they have vendors who are not qualified to do the work covered under the warranty plans and yet customers are expected to pay them even when they are unable to do the work.
Please note that because I desire to limit contact with AHS until my current contract expires and which I will most certainly not be renewing, I have paid the invoice in the amount of $125.00. I am however, formally requesting that AHS refund to me the amount I paid to Rapid Rooter for drain cleaning that should have been easily completed by Milburn Plumbing.
Additionally, on 1 July I requested a plumber to repair a shower that was running full blast and could not be shut off. The vendor (ASAP PLUMBING SERVICE #2) did not contact me, so I contacted them to find out when the earliest they could come by would be. They indicated that it would be at least four days! So much for ASAP. Once again, I had to contact and pay for another plumber who responded within hours, not several days. I am now wondering if I am going to end up getting an invoice even though ASAP never contacted me and never actually scheduled an appointment.
Also on Friday, 17 July (morning) I completed a service request via the AHS website to have someone come and look at my air conditioning which had stopped cooling. I received a message that the request had been dispatched and that I would hear from the vendor within normal business hours. I assumed that I would not hear from them until Monday and waited until Monday afternoon to contact them since I didn't hear from them. They verified my address and indicated that they would send a technician out on Wednesday and would contact me Tuesday to let me know a time window.
I did not hear back from them so once again called them Wednesday morning to verify that they were, as promised, planning on sending someone out that day. I was informed that one of their technicians had a family emergency and that we had been rescheduled for Thursday. They also informed me that the technician would contact me Thursday morning and let me know the approximate time. Once again, the morning passed and we heard nothing.
We again contacted them and were told the same technician family emergency story and that they might be sending someone out tomorrow. Here it is, a week later and the vendor has not contacted me a single time and there is currently no confirmed timeframe which I can expect to, IAW the warranty I am paying for, actually have someone come and fix my air conditioning. This is Texas in July and I am a senior citizen and the temperature is between 95-100 degrees. Before I made the mistake of signing up with AHS, I could have paid a technician to come by the SAME DAY!
My experience with this company has been frustrating and completely unsatisfactory. The only exception has been the customer service representatives who while clearly working at a disadvantage of trying to provide service to customers for a company that appears to care little for the quality of work they perform, but also for their reputation as a company, have consistency been friendly and courteous.
HUNTSVILLE, ALABAMA -- Called American Home Shield on 4-29-14 and requested service for both upstairs and downstairs air-conditioning that were thirty years old. First contractor didn't come and then second contractor came but determined that it required electrician. Electrician came and said it was an ac unit issue. Second contractor came back and we waited for parts for another month. Finally, late in July the repair was made. It lasted less than 30 days. The second contractor was about to come back to the house when I learned from the local building inspection supervisor that the second contractor's license to do business within Huntsville had been "put on hold."
The third contractor came out and he agreed that the unit had other issues, but of course the delays continued. I finally called and got a independent opinion. The independent source and three other HVAC contractors felt that the units had to be replaced because the parts were no longer available. I demanded replacement. AHS refused. Finally, I just replaced the damn units myself after giving them 30 days notice that I would sue them if they didn't replace them. After filing suit, I had the house inspected due to the leaks in a hall closet where the upstairs ac unit had leaked into my linen closet by an AHS contractor and a certified industrial hygienist.
AHS sent the first contractor to my house who walked up the attic stairs, charged me $75 and walked down and told me I did not have any mold in my house due to the air-conditioner leaks. The Certified Industrial Hygienist tested the house and sent the results to a lab and determined that I have TOXIC BLACK MOLD in my house from all the delays and from the failure of the contractors to even check the air-handlers that were leaking and the drain pans that had holes in them in the attic. I dismissed the small claims suit and I am looking for an attorney that will sue them. If you know someone, please have them contact me. This needs to be public.
The Alabama Department of Public Health has advised that the mold is dangerous and should be removed. My physician has advised the mold is dangerous and should be removed.
And of course, AHS, who states that it doesn't exist has given notice that it should be preserved.
This is the most messed up Service Warranty Company ever.
WILTON, IOWA -- In the beginning of Aug., 2015 my AC unit quit working. I have been a customer of AHS for 11 years. I knew this was covered, so I called them. They sent out a vendor who replaced the motor. When temps soared into the 90's and 100's my unit WOULD NOT cool the house. I called AHS again and they set up an appt. with the same vendor. After 3 appointments that were no shows after I took off work each time to meet them, I called AHS again to send out someone who would show up. They sent a second vendor that stated the outside unit and coil in the inside unit needed to be replaced. He contacted AHS and stated, "They said to replace the entire unit".
Then someone from AHS called me and stated the vendor would be setting up and install date. I had to buy a window ac unit to be able to live in my home with the temps outside. After 2 weeks and no call, I started calling the vendor and AHS to see what the problem was. The vendor kept telling me they had not received approval from AHS and AHS kept telling me they did not receive the paperwork from the vendor. This went on until October, after I was calling every 2-3 days.
Then at the beginning of Oct. a third vendor called to set up an appt. for a "SECOND OPINION" not on replacement as promised, but repair. This 3rd vendor stated the unit was cooling. It was now 68 degrees outside, of course the unit would keep my house at 72!! He recommended minor repairs- clean the coil- not even replace it and fix a piece of ducting!!
I then filed a complaint with the Better Business Bureau and Consumer Affairs. As I filed my complaint I noticed they had thousands of complaints about the same thing I was complaining of. This new vendor stated he wouldn't know if his repair worked until the next hot day, which may be 6-8 months from now.
I then got my own THIRD opinion, which agreed with the second vendor that the unit and coil need replaced. I posted a complaint on their Facebook page and it was deleted and I was blocked!! I saw they did this to another person also! I am now wondering if I should continue to renew my contract and wait until next summer for them to maybe repair my or cut my losses and cancel the service and replace it myself?? Very dishonest company!!! I heard through other complaints that sometimes these dishonest vendors get a bonus for not giving a proper diagnosis!
DALLAS, TEXAS -- Recently, I had my dryer, washer, and air-conditioning unit checked out by American Home Shield, and I'm not happy. The contractor said my dryer bin is backed up and that they didn't cover it because the dryer vent hadn't been cleaned out. He said I had mold in my air conditioning. I had sent it once before for mold. So I had it serviced and paid somebody $100 to clean out the dryer vent. The contractor said he put clips on there and that the dryer was working fine. But it's not working fine because it's still taking two cycles to dry my clothes and it should only be one cycle, and it's not even a heavy load.
The contractor was nice and he gave me his personal number and told me to contact him if something was wrong so he can come back and check. But then I've got to find the paperwork because this was before the holidays and we moved stuff around during the holidays. I'm now digging through stuff to try to find his number and call him back. I want him to come back to see if they can do anything. Otherwise, I've got to get the guy with the group coupon who supposedly cleaned my dryer vent because he might not have cleaned it well.
I've been with American Home Shield for 15 years and I usually take their preventative service. I do trust this company a lot. I've recommended them to so many people, especially single women who don't have nobody else to turn to. And I've stuck with them even when their charge went from $45 to $70 now per claim. But I'm a little disillusioned with them now that they try to pitch-patch. If something is broken, they don't want to fix it. They only sort of make the appliance work and keep it going, not like when I first started with them. They would actually resolve the problem then.
TENNESSEE -- This is the worst experience I have ever had with a company. It took 3 weeks to get someone out to my home to look at my AC from American Home Shield. As I had a 2 week old baby who couldn't regulate his temp by sweating I was very concerned about heat stroke. No one did anything until I had two estimates to fix (my cost). After that they requested that their own techs come out. A to Z plumbing came out. They estimated 1/4 the cost to replace the coil (covered by program) and 4x the amount to refill with R22 (not covered under the program). If this seems dishonest to you, you are not the only one.
I have now replace the first AC unit myself. I have requested that a manager give me a call 6 times and have never received a call back. On an estimated $2,000 repair they are offering a $400 cash out. I have had to call over 30 times to the company and been on hold for 20+ hours. They have repeated said they will email me with details on how to submit the cost of the first replaced AC unit but never have. They will say that they will do something to get you off of the phone but never follow through.
DICKSON,TN -- Sat on hold for 109 minutes and finally got someone who told me I had to submit online!!! I have 3 year old son, a pregnant wife and 2 dogs in a house that the windows do not open and it's 95 outside!!! I submitted the request online and was told it will be Monday of next week before someone comes out and then they will have to get parts approved before they can repair -- we cannot wait that long -- never ever use this company -- they are rip off and liars.
I want my ac fixed now, not 3 weeks from now!!! I tried calling back and emailing and I have yet -- it's been 24 hours -- to receive a call or email back from them. I will have to hire my own ac guy to come and fix it, now tell the other guy to go jump. I am going to a lawyer tomorrow about all this. I want my money back.
CARROLL, IOWA -- The refrigerator in my rental home was leaking water all over the floor so, I called AHS and asked them to send a refrigerator repair service to fix my refrigerator. When I called my renters to see if the problem was fixed, they said that the company just needed to borrow their hair dryer to defrost the refrigerator. I was furious so, I called AHS and complained. AHS told me to wait and see if that was the problem.
A few days later my renters call me and said that the refrigerator was still leaking water. So, I called AHS again and insisted that they send a qualified company to fix the refrigerator because the one they sent was incompetent. They told me I was going to have to pay another $75.00 service fee for a new company to be sent out. The second service company found the hole in the drip pan right away and fixed it. Not happy with AHS. They wasted my time and charged me twice because they hired an incompetent repair company in the first place.
ELK GROVE, CALIFORNIA -- I needed my stove fixed because the oven wasn't working right. Submitting the claim was easy. I called in and American Home Shield took my information, pulled up my account and told me that within a short period of time, I'd receive a call from the person that is going to come out and take care of it, which in that case was General Electric. They called and set up an appointment. I wasn't home the day the contractor came. My brother took the call for me because I had other business to attend to, and he said the man was very courteous and helpful and fixed it that same day. I'm satisfied with the company.
MARQUETTE, MICHIGAN -- I asked AHS to come out and fix my dryer. First, they hooked me up with a company that was supposed to be here on a Friday. He called me Friday morning and said that he couldn't come. So I called you AHS and told them, “Switch me to somebody else because this is crazy.” Then the other guy came the same day. He pulled the dryer belt off that was broken and that was it. He never showed up, never answered my calls, never came back, and never called me.
When I called to let some people know about it at American Home Shield, they treated me like I was some kind of outcast causing problems. Every single one of them were so rude. They asked me, “So what do you want me to do about it?” That's what I would ask. That's supposed to be what customer service is. Up until that point I had no problem with AHS whatsoever. I had my heat pump and air conditioner looked at a couple of times because they weren't working properly, and I had no problem. They also came out and fixed a plumbing problem. However, I was not impressed whatsoever with the company at that point with the dryer incident.
MONROE, NEW JERSEY -- I have had American Home Shield for several years and I'm very satisfied with the service. I called in a claim for the furnace and since the repair, it has been fine. It is just one of those that has lots of little odd things going. When I called about it, they first recommended a company but it was a Thursday night and they weren't able to come until the following Monday. I called back and they got me in touch with someone else and that person came the same day and fixed it so I was pretty pleased with it.