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.
GASTONIA, NORTH CAROLINA -- Our geothermal heating and air conditioning was not cooling in two of our units. They save you a lot of money and energy but they are expensive and are worth $12,000 to replace. We were thrilled by the service we got from American Home Shield. The first contractor they sent said that he didn't do this type of units but he sent someone who did. The guy said that the units are fine, however, they're not getting water. So they sent in a plumber because that's what they needed to do. The plumber came out and tracked where the water came in from. He found a switch, turned it on and water started going to the unit. I'd give them a very high rating for that service call.
NORTH LAS VEGAS, NEVADA -- I have tried two other home warranty companies and American Home Shield has been the best so far. Their price is right and the techs they have sent out were better 95 percent of the time. I would have no problem recommending them compared to the other companies.
However, when they sent out a technician, they told me that I have to pay him. But when the technician came, he said that I didn't need to pay. Then he sent a bill to AHS and they sent a notice saying I'm past due. That upsets me. I got to sit on the phone for an hour and a half to finally talk to somebody to find out why I'm past due and I did not like that. I took care of it and paid them but I made them send me a bill to show me exactly what I was paying before I did.
The other company I had before them was okay but they went up on their prices. For me to have the coverage, they were going to cost me a thousand dollars a year. American Home Shield told me I would stay at the rate that I'm at now. I don't know if that's true. I'm willing to stay with them and if they go up a little bit I can deal with that. But if they go up a couple of hundred dollars a year, I'm going to be looking for somebody else.
MOUNT SINAI, NEW YORK -- When I have a claim, I call American Home Shield and they tell the contractors what I need done. Sometimes, they tell me they'll get a contractor with me within 24 to 48 hours which is great. Sometimes the contractors they pick out of the rotation are excellent and sometimes they're not which I have complained about. They've always been courteous in getting it done to change it around.
But a lot of the times, I'll ask for these specific people and they tell me, "We can't do that." And I understand that, that's not their job on the phone. They're following policy. And if I get on a supervisor or a manager, they understand and change it immediately. When they get to the people that should be coming, it's phenomenal. I had three things done this year and the people who came out were very good. So I'm very pleased with it.
The people that I've seen the worst problem with is Sears. Every time they come to me, there's always a problem so I didn't want them coming here anymore. When they send somebody from there again, I'd say, "No" and that I would like to reiterate that I haven't had any good from them.
GLENDALE LUKE AFB, ARIZONA -- I had American Home Shield when I had a house in Pennsylvania and never had a problem with the people coming out. However, lately, since I moved into my new house, I'm not really happy with AHS. I filed a claim about my air conditioner and the contractors came out three or four times to work on it.
As far as I'm concerned, they are working for AHS to not really fix it to the way it should work. I had an independent person come in and take a look before I even put in a claim who said that it can't be fixed and needs to be replaced. But the individuals that they sent wanted to keep trying to fix it. I've called AHS about it and they gave me the brush-off. They're obviously not listening to me. I'm going to look for someone else. My daughter also had American Home Shield and she's unhappy with them too.
HINESVILLE, GEORGIA -- Submitting a claim with American Home Shield for our plumbing issues was very easy. I'm very glad that when we called AHS. They were able to give us information right away. They answered my questions and let me know about what my policy covered. They sent me another one so that I could review it and that helped out. They were very informative and very patient with my questions.
The contractor answered a lot of our fears about what was going on because we thought our plumbing issues were going to be worse than they were. They showed us what was going on, what happened, why the plumbing had come about, what was wrong at that time, and how we could correct it so that it would not happen again. Since the repair, our plumbing has been working nicely and I'm satisfied. I have told my friends that if they haven't had anything on their home to take care of, American Home Shield would be the best way to go.
My only concern was my policy was working fine, but later on I discovered that I needed to get something else and I changed it, and when I went back to try to change it again I had gone past the 90-day expiration by two or three days and I couldn't get the payment when they would show up lowered. It was $75 at first then I changed it to include some things and it went up to $125. I had called to get the payment back down to $75 but they said I won't be able to get it changed until next year.
FENELTON, PENNSYLVANIA -- Submitting a claim with American Home Shield has been very easy. They worked on my stove recently and I also just got another appointment with them tomorrow. I put this claim over the computer, but a lot of times, I call them to set up the appointment. A technician contacts with me within 24 hours. They are very fast. So far, the technicians that were sent were very courteous.
I used to have Sears warranty and they were really good but they were getting ungodly expensive, and American Home Shield is very reasonable and it covers a lot more items. And then, I'm not hit with surprise repair bills. Last winter, our furnace needed a part which was $700, and all I had to pay was $75 and AHS covered it all. AHS is way better than Sears' warranties.
MEMPHIS, TENNESSEE -- We requested repair on our dishwasher in June. It is now almost October and we still do not have it repaired. They sent the 1st contractor out who kept giving us the runaround and wouldn't come out to the appointments THEY set. After almost 2 months dealing with them and ordering various parts, they said they couldn't fix it.
So, American Home Shield sends out a 2nd company to try to fix it. They were 1000% worse than the first contractors. Even AHS couldn't reach them. They ordered parts, received the parts but wouldn't come out to repair the dishwasher. They literally disappeared for weeks. We begged AHS to just replace the dishwasher but they wouldn't do it. We threatened to cancel our contract with them. They said if we did, they were going to stick us with a $147 bill for the parts that the contractor was holding onto.
Finally, they showed up only to say the dishwasher was incapable of being repaired. They were supposed to call AHS and let them know that. Guess what??? The contractor hasn't called and has disappeared again. So AHS is telling us they can't replace our dishwasher until they hear from these ** first. AHS hires these loser contractors who won't cooperate and we, the customers, suffer the consequences. So here we are... 3 months later... Broken dishwasher sitting in our kitchen and AHS won't give us a new one. They're the worst company ever.
HENDERSON, NEVADA -- Our 10-year-old kitchen sink faucet went out, so I called American Home Shield and they sent somebody out here. The installer said that it needed to be replaced but he didn't have the part so he'd come back. We had other faucets, and when the people from AHS told my wife what they were going to replace it with, she said we wanted them to replace it with what we have. They said it can't be, but that they also have a cash-out option. I told them we'd take the cash and I'd buy it myself. They also said we have to pay the guy his $75 fee.They gave me the cash for the faucet less the $75 for the guy that did nothing. I was pissed off.
We had tremendous help from Velveeta who called me and tried to straighten the whole thing out. She was very nice, but they still put the $75 off of what they offered me. I used a local handyman and had him install the part, and AHS said they won't pay for that. He has to be licensed, funded, and authorized. I wasn't at all happy with our recent experience with AHS.
EL DORADO, KANSAS -- Our central air conditioning unit quit, so we put a claim in with American Home Shield. Their reps were all perfectly nice. However, I'm not really impressed with the contractor. We feel like we've been misled. We didn't understand why they paid a portion of it and then they said the rest of it wasn't covered, which is a part for it to run. So it's not what I thought it was going to be. At first, they told us that we need an evaporator coil, and then that we'd be better off to cash out because it would cost us for them to fix it plus the part.
We called the insurance company, and they said they already paid for the part. My husband called the plumbing place and they told him that they could come today. They came this morning and were here for a few hours, and then said they still needed more equipment and that it had been ordered. It's not going to get fixed until Monday at the earliest. I had to go out and buy a window unit to be able to survive and we don't have a lot of money. We're really disappointed in the whole situation. There's nothing the employees can do to change it and no matter how much they sympathize with our situation, their hands are tied and I understand that.