WASHINGTON, DISTRICT OF COLUMBIA -- WORST company ever to deal with. Waited on hold over an hour to discuss my account for the 2nd time. Decided to cancel since their service is terrible and despite saying you can cancel anytime I was charged $120 to cancel both accounts. I WILL NEVER be returning and will post this everywhere to ensure people know what they are getting into. Longest hold times of any company, poor contractors that come to the house, several times where they charged me double for service visits and having to wait on hold to get those rectified as waiting 90 days to get my money back.
CARLSBAD, CALIFORNIA -- I began with a small plumbing problem--damp spot on kitchen ceiling. AHS quickly turned a minor annoyance into a catastrophe. The technician who was sent (two days I called) made a huge hole in the kitchen ceiling. When he began cutting the hole, I objected, but he said not to worry--AHS would repair any damage done.
After poking his head through the hole, he found nothing. He then decided that the problem must be a bad wax seal on the toilet directly above, so he replaced the seal, turned the water back on, and left. The dripping immediately resumed. I examined the upstairs plumbing fixtures myself, found the leak where a toilet tank met the bowl, and called AHS back.
Two days later they sent a 2nd technician, who repaired the leak when I showed him exactly where it was (He had to make a run to Home Depot for some basic plumbing supplies). He, too, assured me that the damage done to the kitchen by the first technician would be repaired by AHS. Well, I just got off the phone with someone named Dewayne at AHS, and he told me that AHS will NOT restore the kitchen ceiling.
He actually said the following: "Read your contract. If a technician sent by AHS does damage to your home, even if it is due to incompetence, AHS takes no responsibility." Anyone can screw up. Honest businesses take responsibility for their mistakes. I am not impressed.
TEMECULA, CALIFORNIA -- Nothing but bad experiences with this company. My first service call last year was for a dishwasher that wouldn't clean. Tech said it was fine. Went out and finally bought a new dishwasher and it works perfectly. Today is the icing on the cake. We have no hot water. I tried calling and was left on hold for 45 mins, never did get to talk to a human. I then ordered a service request over the phone. The tech can't come out for 2 days. THIS IS NOT OKAY! It is 104 degrees here and nobody can shower, wash dishes, etc. Thanks AHS and, just saying, my husband is a real estate broker so you lost all of his referrals.
CONCORD, MASSACHUSETTS -- I had a problem with the heating element in the washer. It wouldn't start anymore and that had to do with the temperature. So I contacted American Home Shield and submitting the claim was pretty easy. I've always had pleasant exchanges with them on the phone. They're one of the best companies out there for a home warranty.
Everything went really well. The Sears person who came out diagnosed the problem right away. He was great, very polite and answered questions. He was also friendly and very professional. However, it took three weeks for the problem to get resolved. The part needed arrived a couple of days after his initial visit but there was a delay in getting scheduled for the service. That was the biggest inconvenience. I had to go either to a public place or to a relative's house to get the washing done. I was surprised because I've not had to wait that long to have a problem resolved. But since the repair, the washer is working the way I expect it to work.
HOPEWELL JUNCTION, NEW YORK -- I filed two claims with American Home Shield. One was for the water softener and the other one was for the dishwasher that was not working. I tried to file the claims electronically and I couldn't figure out how to do it. So I ended up calling the toll free number and talked to somebody who put the request in. They did what they were supposed to do and got the contractors to come right away within 24 hours.
Two different people came from two different agencies with two different opinions. The Sears guy was pretty adamant that this was definitely not a problem with the dishwasher but with the water softener. However, the guy from the water softener company who came one day earlier couldn't figure out what the problem was. So at this point, I am trying to pin point where the problem is so that I can have it fixed. As a homeowner, I can't be calling American Home Shield without understanding what the problem is.
LIVINGSTON, NEW JERSEY -- I had to get my sump pump fixed. I submitted the claim on a Sunday and AHS had the service people come on a Monday. They were here the first thing in the morning. The representative was very helpful. It was a very straightforward and quick discussion. Also, the contractor was very good and professional. My wife was home at that time and she was happy with it. When he was done, I spoke to him over the phone to check what he did and he explained everything very well. Everything looks good and is working as expected and the installation looks even better than the original.
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.
HOUSTON, TEXAS -- I have always loved this company for provided great service and follow through on claims. However, I am highly dissatisfied with the wait time to speak with a customer service member. Over an hour wait, no matter what time of day!! This is unheard of. More agents need to be hired, or more teleprompts, or online features. Even providing an email for correspondence would be nice. This has totally spoiled my image of an otherwise good company.
WASHINGTON, DISTRICT OF COLUMBIA -- I am going through this now. They could not charge me because my card was expired after I cancelled my contract but they did send me to collections. Nice AHS. They do like to harass you after you cancel your contract. Don't do it with AHS, don't be tempted. They really suck. Think 2, 3 even 6 times before signing a contract with them. Please don't it.
AHS is a scam. They claim they will pay for the big items like your A/C but will never actually replace it. They will instead send sketchy incompetent contractor to do cheap fix that will break after a few months and make you pay again and again, but will not actually replace your unit.