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.
SIMPSONVILLE, SOUTH CAROLINA -- We have contacted American Home Shield now three times related to AC repair and it is yet to be addressed. First is the incredible wait on the phone for a representative and then no action. Second is identifying a firm to fix the unit - thus far both identified have not provided service for one reason or another. PLEASE NOTE: It appears that American Home Shield deals with "jack leg" repair companies - ones that cannot get any business any other way. I've asked if they deal with any of the top three in our area and the answer is an emphatic NO. One recommended was 1.5 hours away and said they didn't service our area. Apparently, American Home Shield could care less.
Third, American Home Shield says that a mutually agreed time but thus far we've been presented with the option of one of three days anytime between 8 a.m. and 8 p.m. I indicated that we needed a specific time as my job has me traveling and was told that was it and if I couldn't meet their time they would cancel the order which they did. In talking to American Home Shield I asked, "Do you prefer the unit to die such that you'll have to replace that vs just repairing" and the AHS agent said, "That's an option." They are the worst I've ever dealt with. I consider them a ripoff and an unethical company.
COLORA, MARYLAND -- I had a dishwasher motor go up. I just went online, submitted the claim, got a call back from the repairman, and scheduled the time. He fixed it, I paid my $75 deductible and he went on his way. Everything was good but then the dishwasher leaked again. The hose didn't fit properly and we had to make sure we had one that did. I did scheduling again online and the repairman came back to fix it. We get to wash dishes not by hand since the repair.
AHS is really easy to deal with. I'm really thankful that all I got to do was make a call. They arrange the repair and it's done. If that alone isn't the highlight, I don't know what would be. Everything was very simple and I have no worries.
ALBUQUERQUE, NEW MEXICO -- I had AHS come out because my air conditioner stopped working. They called me back and told me who it is that was going to do the work. The company Moreno called me within 24 hours and was at my house within two days. They explained what they were doing, showed me the part that was not working well, told me what they were going to do and fixed it within a very short period of time. Both the response to getting me the company and the company they used have been wonderful for customer service and professionalism, so I've been very happy.
CENTREVILLE, VIRGINIA -- AHS came out to look at a leaky hot water heater and ended up replacing it. The claims submission process was fairly easy. I did it online, got email confirmation and phone calls, and they set up a local repair company. The contractors were pleasant. They looked at my water heater, gave me an estimate of the total cost, ordered the parts and replaced them a week later. American Home Shield is definitely a cost-savings. I've had three different repairs in the past four years. Sometimes, the people they contract out take longer to make the initial service call to assess the situation. Two of them that had to order parts didn't even come back to resolve the issues.
GRAND RAPIDS, MICHIGAN -- Have had to call three times for the same problem and was on hold for 45-55 minutes each time. I'm not exaggerating. Plumber came out. Said washer was leaking. Not plumbing. Called again and asked about service fee. Was told no additional service fee. Got email stating no service fee.
On the day of service got a call from service provider who said there would be a $75 fee. Told him not to come. Tried calling again to get this straightened out. On hold again. Decided to cut my losses after reading other reviews. Thank god I didn't actually pay for it!
Tried the chat online. It was worse than the hold time for calling and actual got kicked off after 30 minutes of holding. Said lost internet connection even though I was in my home and online on my phone looking at AHS reviews. What a joke. Terrible customer service, company is a complete scam! They are so bad that this is the first time I've ever done anything like this. DO NOT USE THIS COMPANY!!!
SAN ANTONIO, TEXAS -- DO NOT USE THIS COMPANY unless you want increased blood pressure from having to wait on hold for 30-45 min. every time you call. The recording will always tell you "We are experiencing a very high call volume" but the truth is they need more help and so the customer suffers. Who can afford to be on hold that long when they are at work? I have never been so frustrated in all my life as when I need to call them. I am on hold right now and told it will be 15 minutes but I know before it's over I will have held much longer. DO NOT RECOMMEND THIS COMPANY AT ALL!!
SAN ANTONIO, TEXAS -- We had a clogged kitchen sink. The guy that was sent was knowledgeable, personable, and talked to me the whole time. He was kind of trying to get me into buying something but I did not purchase anything. He got our sink unclogged. However, I do feel like American Home Shield band-aids a lot and hopes that it works for another couple of years instead of replacing or fixing the main problem. It worked temporarily, but in the long run, we'll suffer for it. But I probably called them quite a bit and got my money's worth. We've been happy with AHS.
LITTLE ELM, TEXAS -- I'm very happy with American Home Shield. Submitting a claim with them has been great - I just go to the website and log in to my account and then hit the button. I like that feature a lot. I had six things done over the past few years - it has been a multitude of different things from a water heater being replaced to an air conditioner being fixed to some plumbing work on an internal wall, and it has been the same experience each time. I usually submit the ticket, AHS contacts me and lets me know when that person will call me. The next day or so, they call, come out and try to figure out what needs to be done and then schedule the repair.
I'm glad American Home Shield does what they do because there's no way I could pay the deductible on my house to get those kinds of things done. It's not anything bad on AHS but I wouldn't expect them to replace a $20,000 air conditioner system for 50 bucks a month, but they're going to fix it and get it working, and that's fine with me. AHS always fix the problem every time, no matter what it is.
FITZGERALD, GEORGIA -- We had a problem with our air conditioning, which went out, and American Home Shield repaired it in no time at all. When we called them, the temperature here was in the mid-90s and the forecast was that it was to stay at 90 some degrees for days and days. With no air conditioning, that's very harsh. The company said they couldn't be here for 14 days and we called back and told AHS that we'd like them to see if they could get somebody quicker. They had somebody come the next day, so we only had to wait 24 hours and that's great. They worked with us very well.
The contractor that came out was nice, but had to order a part so we had to go three or four days without air conditioning. But they came and did their job, and were very good about cleaning up. Everything went well.