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.
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.
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.
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.