MEMPHIS, TENNESSEE -- Over the course of a year, I spent more than $1100 on service calls (over and above the premium for the AHS warranty) before the failing water heater was eventually replaced. Part of the blame for the high cost of the service calls is on the contractor sent by AHS. My first complaint with AHS is that it took four service calls before they agreed to replace the water heater.
The first service call occurred in 2016 when the gas valve controller was replaced. But within a few months the water heater was exhibiting the same symptoms. When it started exhibiting the same symptoms within a few months, this should have been the proverbial red flag. Instead a different service contractor was sent, who had to go through the steps of try the simplest fix. If that doesn't work, try something else. If that doesn't work, escalate to something else. And so on and so on...
My second complaint is the pitiful options offered by AHS after they finally agreed to replace the water heater. One option was to continue using their service contractor for whom I was told there would be $825 in ancillary charges. The other was to accept a cash payout of just under $700 and hire my own contractor. A little leg work determined that the cost would be at least $1200 and up to $1500.
GARDNERVILLE, NEVADA -- On August 15, 2017 we had a contractor come out from American Home Shield to figure out why only two burners were working on our stove top. They couldn't find the parts for our stove top so they sent us a new one. I have that stove top in my garage. They sent out three different technicians that were unable to install it. They finally, after being on hold for over an hour numerous times, they offered us $150 to put it in ourselves. Do we have any clue what it will cost to do that? Nope!
Looking at my bank account today they pulled out two different payments. They charged me twice in the month for my monthly contract. I am on hold as I type this for almost an hour! Very sad to see they have become a very difficult company to work with!!
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.
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.
CARROTOWM, IOWA -- We currently have 2 homes in the trust and care of American Home Shield and are completely dissatisfied after having to utilize their services. Please read all reviews about this company before making a decision. We have made repeated attempts to address a promised warranted issue from this company they are now denying due to what they are now saying is our failure to follow their protocol during 114 degree heat emergency. Extremely dissatisfied customer.
TACOMA, WASHINGTON -- This has to be the biggest rip-off. You pay monthly and pay for a "service call" and the item isn't covered. I think the contractor just wants his fee to show and has no vested interest in servicing your item. Good luck trying to this people on the phone. It took a hold time of 45 min just to cancel. I had questions before I initiated a service call, but of course never could get through. I have been a member for 3 months and that is 3 months too long.
VERO BEACH, FLORIDA -- We have a tank-less water heater that had quit providing hot water. I went online but decided it would be better to call. American Home Shield logged in the issue, notified me who they had assigned the claim to and that I would be hearing from them. I did hear from the contractor later that day. Unfortunately, they told me it would be two days before they could get here.
So I called AHS back and asked if it's the only vendor they have and if they could call to see if they could get here sooner. The rep said no and they wouldn't do it because as long as the contractor say they'll come within 48 or 78 hours at the latest, then they're within the limits, and so there's nothing they could do. It wasn't the best solution. We would have to do without hot water for two days. I was hoping that they'd say they have two or three other vendors. "Let me see if anybody can get there quicker."
The contractor who came out here was a very friendly and nice guy. He explained to me everything that they were doing and did his work. He did very well with what he was "allowed to do." This water heater, as I found out when he took it apart, has three heating elements that are encased within a copper tubing. One of the elements had completely been destroyed. He pulled it out and it was in pieces. So he replaced it with a heating element that he had in his truck. We tried the water and it didn't get hot.
He called the manufacturer and said, “I've done what you've told me. It's not working.” They had him move the element to a different position that he was replacing, because what he found out is that all three elements were 9,000 watt elements and what AHS would allow him to do is only put in a 4,500 watt element. So he was replacing with an element that had half the power of what the system calls for. So he had to move the elements around to get them to work. We were able to get moderately warm water at that point, but not hot water.
While the contractor was here, I got on the phone and talked to the manufacturer's rep. He said it is not going to work. I am not going to get hot water and I'm not going to be happy. So I got online, found a 9,000 watt element, and bought it. I got it sent here, had it installed, and the water works fine. AHS cost me $100 for the visit, which is fine, but I had to spend another $45 plus shipping to get the thing fixed correctly.
The deal I thought I had with AHS is that they would put something in place that was as good as, if not better, than what I had and that's not what this contractor told me he was allowed to do. This is causing worry on my part that if my refrigerator or something important goes out, although I don't expect an upgrade, am I going to get something at least as good as what I have?
I moved here from Texas to Florida and had AHS for a number of years in a home I had there. I had a few issues, but I've never run into a problem like this. Things were fixed and replaced. I'm surprised I didn't get a survey from them. When I was in Texas and I had some issues and they sent someone to repair them, they would call afterwards and ask, “How did it go?” And didn't get any of it this time. Maybe the company is getting a little big and they're not able to do what they used to do.