DALLAS, TEXAS -- We have two AC units. One of them was out for several days and that was when it was around 100 degrees. We filed a claim with American Home Shield and the guy that came out from the AC company was really nice and seemed to be knowledgeable. He told us what our options were, one of which was to spend $1000-$1500 of which $600 was just Freon, which I think costs $80 each and AHS only covered $10 of it. That was upsetting, but then he also gave the option for us to install a whole new outdoor unit which would not use the traditional low Freon and we would spend $3500 for it.
We had to spend a lot more money, but now we have a new unit outside. I don't know whether AHS covered any of it, which they should, and how much of that would they cover. If they didn't cover all of it then I'd like to get the credit for the portion that they covered. Also, we ran into one problem when they sent out the new unit. They did not send the programmable thermostat, and the installer who came out happened to have one that he owns on his truck and he put that on for us. However, when he left, he didn't finish. He was here for a long time and it was 10:00 at night when he left and the AC wouldn't cut off.
He left some kind of a bypass code on there when he was testing it and forgot to take it off, so it stopped running. I called them again and he came out the next day, and he said that it had blown a fuse, not one of our house fuse, but a fuse within the AC unit and that's why it wasn't coming on. He informed me that for something like that I should have just called AHS instead of calling him back, which pissed me off because he installed it and he didn't do it right. Other than that, our experience with AHS has been okay.
CLAYMONT, DELAWARE -- I had a faucet leak in my bathtub and submitted a claim with American Home Shield. AHS assigns the claim to a particular provider, and I don't wait for the providers to call me, I always call them. So, I called the one that is assigned immediately as soon as I got AHS's email, and they came right away. The response was quick. My husband was at the house when the guy came out. The tech knew exactly what was wrong with it. He went to Home Depot, which is around the corner from our house, picked up the part, came back, and put the part in. The faucet has been perfect since then.
Everything was great. The only thing about American Home Shield is that they put a claim in the computer and get whichever provider comes up. What I would like is that once I like the work of the provider that comes out, I would like to request for that provider whenever I put in a claim versus the system picking somebody else the next time. I had that happen before for a claim that I had on an AC unit. They wanted to send me someone that I knew had a bad reputation, and I wanted the guy that I had before. As long as the person that I'm requesting is on their network, I don't see why that should be a problem.
In that particular case, the system automatically assigned someone and I called AHS back and told them I didn't want this person since I've heard of their reputation and don't want them coming to touch my unit. The AHS rep said they can't do it. I then told the rep to cancel the request. Later on, a supervisor called me back. I appreciate that a supervisor called me back within an hour, and said they were going to change the service provider. So it was a good experience.
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.
HOLMDEL VILLAGE, NEW JERSEY -- When we moved into our house, there were a few things that did not work right. I was fortunate that my real estate agent told me to purchase American Home Shield. I am extremely satisfied and glad that I have it. I would consider it for my second home.
Our most recent experience with AHS was very good with the exception of having to wait 20 minutes before we talked to someone. There was a misunderstanding with payment, and the person I talked to was very nice. It was for the washer, and luckily I don't have to pay again when they come back because it was never resolved.
With the washer, it doesn't seem like a very serious thing, but it kept making the same rattling noise. The tech told me I could use it. Otherwise, I would have insisted for them to come back and repair it properly. Also, they tried to repair the dishwasher. I'm sure they spent a lot of money for the parts that the man ordered. Unfortunately, the company just wasted cost as they had to give me a new dishwasher.
Having AHS gives great peace of mind. I would renew it even though it's expensive to have the contract. I wish they would have more people answering the phone, though. It's unfortunate because some people do things on the computer, which is much faster and I don't do much on the computer. I don't feel comfortable because I don't know much about the computer, and in order for me to get something that I feel is important done, I need to talk to someone.
CLIFFSIDE PARK, NEW JERSEY -- The garage door opener was not working, and I submitted a claim with American Home Shield. I called them up and I explained to them. The AHS representatives told me that I can go online as well to submit a claim, but I don't know how so I called them up anyway. The tech who came out was great. He was polite, and did a good job. He replaced the garage door opener and it is working great now. My experience was great and I told my friends about them, and they plan to get it for their new homes.
SPRINGFIELD, MASSACHUSETTS -- American Home Shield was very good about the latest claim we filed with them when we had to have our water heater fixed. We had lost all our hot water. The AHS reps were very good and helpful. I had tried to get somebody locally and they gave us the name of another contractor who actually had done some work for us before.
We set it up with the contractor, but since it was the Wednesday before Thanksgiving, he said that the soonest he could do the work was five or six days away, over the Thanksgiving weekend. I called back and said that I can't go without hot water that long so we put the work through as an emergency and the guy called back, and he came right away.
The contractor was great. He had also been great when we had some work done by him before. He got his co-worker to come out and fix the problem, and everything went great. Our hot water heater needed one small part, and something readjusted. It works fine now since the repair. In general, American Home Shield is very reliable and responsive.
LITTLE EGG HARBOR TOWNSHIP, NEW JERSEY -- We recently submitted a claim with American Home Shield for our stove and refrigerator. Submitting the claim was very effortless. I went through the internet and put the claim in. The service tech was very knowledgeable. He called before he came and said when he was coming. He was right on time. They had to order a part, and then within a week, both of the appliances were fixed. So, I had a very good experience with my claim.
I have four Home Shield policies. All my kids have houses. My mother has a policy too. She lives a couple blocks away. She put a claim in and they came but didn't fix the problem. I was taken aback. They walked away when it was so simple. It was the doorbell. She was unsatisfied, and I was a little bit disappointed with that.
EAST WINDSOR, CONNECTICUT -- Every three days the sink would need to be plunged although there didn't appear to be anything in the pipe. I've been here for a couple of months since I moved in so I called AHS to see how it would work and they sent someone out the next evening. The techs were great. The issue was the disposal, so they removed the old one and left. They got a new one, and came back and installed it.
The next day after it was completed, someone from American Home Shield called me and said that they don't cover it, and I needed to contact the plumber and pay them. I told them that on the phone, they said they'd pay. I contacted them via the web, and they called me and we verified the whole thing and it was not my problem. I haven't heard back from them.
I've had AHS in the past and they're horrible. It just happened to come with the house so I won't renew it because I've never been impressed. Previously, I had a home I bought that had some air conditioning issues and they helped with that. I spent $16,000, and they would compute and deduct things but it wasn't deducted properly.
Additionally, they haven't improved their time and they are charging more than they used to. My friends who have it are paying $75, and I pay $100 for them to come. They said I should have upgraded to the appliance, but with the way they're acting I'm not going to upgrade it. My experience has been disingenuous.
WEXFORD, PENNSYLVANIA -- We had problems with our furnace acting up and it was screeching loudly. My husband called American Home Shield and he was pleased with everything when he spoke to their rep. AHS sent a serviceman who did something and the furnace quieted. But two days later, our heat went out completely. We called back and AHS said that the original contractor was so bogged down that they sent someone else, who came very quickly. In no time at all, a new motor was put into the furnace and it's been a little bit better since.
We had very good results with AHS. They were very cordial and nice. They sent people right away who took care of our problem. There are people who think we're crazy for keeping this insurance. We're retired and rather than have to come up with money to buy a new furnace or air-conditioning, it's certainly worth it to keep AHS. We have also recommended it to others.
SOUTHAMPTON, PENNSYLVANIA -- I filed a claim for a defective garbage disposal, an InSinkErator (ISE), to American Home Shield. Within a few days, they sent out a representative from A Plus Plumbing who came in and put in a Waste King, which is comparable but doesn't fit properly. That's not what I'm supposed to get and I'm not paying $75 a month for insurance that they're not going to stand behind with.
The contractor told me that they were required to replace the disposal but they didn't have to replace it with the same model that was in there. But the problem arose because the one that they did put in doesn't sit properly and the water doesn't drain out of the sink. I notified them about that but they said if I agree to pay an additional fee they would put in an InSinkErator.
I called American Home Shield about it and they said they're not required to replace the unit with the identical unit. It was a terrible experience and my claim is still not resolved until now. They choose not to have the contractor come back and make it right.