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.
The second week of buying our house, both of our A/C units went out. AHS sent out a guy within a day and unfortunately neither could be repaired. AHS did a buyout within 2 days and I had 2 new A/C units installed within 3 days.
THEN, only a couple of days later my washer went on the fritz. One guy came out and had to order parts. This took 2 weeks and oh boy did I hate going to the laundromat. The repair company came back to install the new part and it still didn't work. He contacted AHS to tell them the washer was not repairable. AHS sent a 2nd repair guy to assess the situation as they wanted to make sure that nothing that could be done. The 2nd repairman came out and ordered a different part in hopes it will do the job. Another 2 weeks later, the part came in and it still didn't work.
Within 3 days I received an email that the washer was not repairable and that they wanted to give me a new one comparable to what I have. They did but I didn't like that one so once again we did a buyout. THE ONLY COMPLAINT I have is that it takes FOREVER to get someone to answer the phone. I'm always on hold for more than 30 minutes!
STAFFORD, VIRGINIA -- Every time we've had a claim we've got prompt responses from American Home Shield as far as assigning the contractor for our claim. The work done by the contractors was excellent. We never had issues. About a year and a half ago, a part of my dishwasher got clogged. They came and worked on the tube. They let the water spray out more effectively and it worked out.
Every time the technicians came out, they took care to clean up the area afterwards. I was even partially involved one time. They were very courteous, professional, and always ask if there was any issue after they left. They told us to "Please give a call back," and they'll come out and take care of whatever issues that came up. I will continue to use them for future use.
KENT ISLAND, MARYLAND -- After one minor claim I was cancelled. They hate when you understand the warranty and hold them to the letter. Like some companies in the warranty business they play the game and hope the customer will back off. They will do what they have to get out of paying. I have to say Susan was fair when handling the claim, but that was only after I went through several people. The claim was paid then I was cancelled.
I will report them the the Md, Attorney General and BBB. 89 lawsuits filed in Maryland alone. Maybe a call from Susan would have helped. Susan **, Executive Relations, 1524 Hwy 30 East, Carroll, IA 51401, O: 901-537-8000 option #4, F: **, E: firstname.lastname@example.org.