BRADENTON, FLORIDA -- We attempted to use the warranty that was included with our new home purchase. On hold for 1 hour... yes, 1 hour... on a Sunday to get help with a plumbing problem. My husband finally got through, and they told us their contracted plumber would be calling us tomorrow in the morning, for an appointment that day. By 11 AM, and no call, I called the plumber myself. They never received a work order from AHS. Called AHS. On hold for over an hour on a Monday. Finally got through, and the representative hung up on me while she went to check. This is absolutely ridiculous. Very Incapable.
JACKSONVILLE, FLORIDA -- I had a pool pump that was not working correctly, it was not passing water so I called American Home Shield. They contacted the company that has been working with me for years. They came out, assessed the problems, made the repairs and we were good to go. I thought it might be a situation where it could be a recall because the company was just here three months ago but it ended up being something different. They came and did their thing like they normally do. They gave me the list of what they did and were on their way. The repair was adequate, it helped and worked. AHS is always there when I need them.
PARLIN, NEW JERSEY -- The very first year that I had the contract with AHS, it was great but then the next years, with the premiums and deductible increasing, the service wait on parts, and the service in general, I wasn't all that thrilled. I had a plumbing situation where the tech said that because there was no access, they couldn't do the service required. I also had to wait for at least 10 days for a dryer part. I understand the need for waiting a couple of days, but 10 days is somewhat too lengthy. By the time the tech got back, it was two weeks and then I had to call them back in after that. So I wasn't happy.
I recently submitted a claim for a dishwasher. There was a waiting period for the part needed but it was reasonable. It was within five days, and the man was back within the week to do it. I do keep the warranty for peace of mind.
COLLEGEVILLE, PENNSYLVANIA -- My most recent claim submitted with American Home Shield was for plumbing issues, and I didn't have a problem with it. I've only had one issue with them, though, and it's not directly with AHS. It's with one of their contractors. I paid cash directly to one of the vendors who was here and, apparently, whoever I paid it to didn't report it back to their boss and they're still trying to claim the $75-fee.
I won't pay it again because not only did I pay it to the guy here, the guy wouldn't have left my house without taking a payment of some sort. So, I don't care whether the guy wrote down that it was paid in the slip or not. Once they walk into my house, it's automatically a $75-charge and they won't leave without it. They've never asked before, but every time I pull up my account, it still shows “$75 owed,” and I keep asking them to remove that. That should be written off and removed from my account. Other than that, they've been terrific. Everything else has gotten taken care of.
KING OF PRUSSIA, PENNSYLVANIA -- I recently submitted a claim with American Home Shield for a problem with my water heater. The process was easy but I had to wait one day without hot water but it was okay. I initially called but nobody picked up, so I left the message and everything was set up. They gave me the appointment after two days, so it was not very prompt. However, I'm not sure if the problem is from the American Shield side or the plumbing company. If only AHS could give two or three companies so I can choose, it would be helpful. The people who came out fixed the problem the first time they were here. In fact, if I call next time, I'll ask for the same company, EKC. I'm very satisfied with them.
NEWARK, DELAWARE -- We took up American Home Shield's policy when we bought the house as the realtor recommended them. We had one instance where we called for our pool which was covered, but apparently, it wasn't, and we still paid $75. We were a bit disappointed with that. It may be in the details of the policy, but I didn't know that the pool light wasn't covered. The other thing that actually made me even more disappointed was because we'd already replaced the filter, two pumps, the heater. We just decided to replace them and I didn't use them on the other pieces that I should've used which is not AHS' fault.
But other than that, we don't have any major complaints. There have been instances when we've used them for a dishwasher and a doorbell light, and both of those were resolved very effectively. Also, the technicians they sent have all been excellent.
CHANTILLY, VIRGINIA -- I have a problem and it has a week to have it resolved. A stopped leaky tub and faucet. The staff and their partner contractors at AHS to be very unresponsive. I've experienced bad and unreliable service in every instance. For two years I had AHS, their service company they outsource to came out and did nothing, was supposed to order parts and failed at that. The us waiting for days and failed to call. And worst of all they failed to honor the contract regarding the part.
AHS, sent me a survey asking how was the service. I said "WHAT service? I did receive any service!" I also, informed their contractor as well. I waited for over a week, still no services. You can't complain online so you have to go to no service department. After waiting on phone for 55 minutes, I hung up, no help!
STAMFORD, CONNECTICUT -- My most recent claim with American Home Shield was for some plumbing issues. However, the company that they use for plumbing, Malangone Plumbing, is disgusting. They're rude, obnoxious, and don't do what they say they're going to do. It was so bad that I canceled my contract with American Home Shield. I'm also a real estate agent, so I sell home warranties all the time, and I will never recommend them again.
AHS needs to get better companies working for them. Furthermore, they don't call back, and I have to wait 20 minutes on hold to get anybody to talk to. In contrast, when I went to one of their competitors, the people there answered on the second ring and were very helpful. Overall, it was frustrating, unprofessional, and not helpful at all with them.
OAKHURST, NEW JERSEY -- Our most recent claim with American Home Shield was with our washer. The piece where the soap dispenser comes out wasn't distributing the soap and the technician replaced it. Earlier, he had also replaced a water pump. After the repair, our washer is very good and working fine, and things are running smoothly in our home.
I submitted the claim online. I've learned that when I do it online, it's so much easier and I get a much quicker response. Getting through on the phone is impossible. I could be on the phone for hours, trying to get somebody to answer or on hold, so I don't even bother with that anymore. That's my biggest complaint that nobody answers. But trying to reach them verbally is the only negative thing. Otherwise, everything's good.
My interactions with the reps are really good. Everybody is personable. They get through and send people out, and the contractors they send are all professional. Sometimes, though, I have to wait for a part because it's not yet available. But so far, so good. I'm happy. I've already recommended AHS. On the whole, it was very good with them.
NEPTUNE, NEW JERSEY -- American Home Shield is like a good safety blanket. I recently submitted a claim with them for plumbing. The valve broke and they took care of the issue and then they had some more work done, too. They took care of everything and it was good.
When I submitted the claim, they contacted me right away and we made the appointment. The AHS representative was very informative and he always checked up. The website was great as well when putting a claim in. The service contractors explained the services they do, what they were going to do on that day and showed me what to look for if it happens again. They were good and professional people. The valves are working much better now.