ATLANTA -- I'll say this very simply... American Home Shield does NOT cover repairs over the weekend UNLESS they are an emergency. BUYER BEWARE... THEY GET TO DETERMINE what's an emergency. A leaking kitchen faucet is not an emergency if you can turn off the water. So, in my situation, I called on a Friday evening for repair, they said it was not an emergency and I would have to wait until Monday the service repair company to call and put me on their schedule, and then that company has another 48 hours to make the repair. Thus, it will be 4 days before my leak it looked at. I cannot use my kitchen sink for 4 days. If parts are needed, it will be even longer.
I tried to call and speak to a supervisor and was told they have 24 hours to call me back. I called the customer retention department and they are not open after business hours. If you have a repair after hours, on weekend, AHS WILL NOT HELP YOU FOR AT LEAST 4 DAYS. BUYER BEWARE.
SAN JOSE, CALIFORNIA -- With American Home Shield, I file claims over the phone because I ask for specific things, and online, they automatically default to certain providers. Sometimes the companies they selected are very hard to get a hold of if you have insinuating circumstances. In fact, I have experienced it with some of the heating and plumbing supply companies. But AHS is very accommodating when I tell them over the phone that I don't want to go with a certain company.
The AHS representatives are very good, helpful, and do a really good job. In fact, that's another reason I'd prefer to talk to somebody in person. AHS is easy to work with. But the hardest thing is to get a hold of their service people because you have to go through all the telephone prompts. Other than that, I've had very positive experience with AHS.
MIAMISBURG, OHIO -- I had a problem with my heat pump, so I submitted a claim over the phone with American Home Shield. I got a new unit and it has not had any problems yet. Every time I had to communicate with AHS, the reps are easy to help, and my interactions with them were fairly simple. I had a little bit of problem with my contractors - they were hard to get a hold of. For a while, they weren't answering, and instead of calling my contractors to try to talk to them and discuss what was going on, I was calling American Home Shield. They would talk to me and I would get a phone call back, so they made it very simple.
SAN ANTONIO, TEXAS -- I have American Home Shield for probably 30 years now. The last time I filed was three years ago which was for a leaking faucet. Eventually, it was after the second or third plumber who came out to look at it and finally got it fixed. The first plumber didn't believe us because the faucet wasn't leaking when he was here. So I called back and told them that it damn well was leaking and they sent another one out. I left it leaking and dripping, so that he could see it when he came out. He talked to whoever he has to talk to, came back in and fixed the leak.
The reason we're still with AHS is that when we were in Las Vegas, the rooftop air conditioner failed and it was 100 and something in the shade. A guy came out, fixed it and noticed a problem on his way down the ladder. He went back up, looked again and had to come back the next day to replace the entire unit or two pieces of the unit. It was worth over $1,000 of work and the cost at the time was $35. So I was very happy with it and have recommended AHS. The only thing I'm not happy is that the fee for the first service call has gone up. It's too much now.
CORONA, CALIFORNIA -- Our most recent claim with American Home Shield was for our water valve in the washroom and we had a little bit of an issue upon submitting the claim. The first technician they sent out just looked at it, didn't touch it nor do anything, and then said there was nothing wrong.
Within 30 days the same problem was still occurring, so my husband had to call back. American Home Shield wanted us to use the same technician, but we did want to use the same company. So we had to have someone approve us to get a new one, without a new contractor to come out, without having to pay our service fee. So they honored that and the second person who came out replaced the part that needed to be replaced.
SARASOTA, FLORIDA -- I recently called American Home Shield for an air conditioner repair on our condo in Sarasota. The guys came out, they cleaned it out a little bit and fixed it up pretty quickly. They did what they needed to do and it was very good. I wasn't there, but my wife was, and she said they were very pleasant, efficient, and they were in and out. As a matter of fact, I need to call AHS again because I want to get these guys out to do some other stuff. We liked them well enough that we would want to do that.
We have a house in Orlando and we have a condo in Sarasota. We canceled AHS on our home in Orlando because we had a miserable experience with them three years ago, but our experience with the contractor who came out in our condo was very good.
TEXAS -- My GE built-in Microwave is out for 5 months since November 2015. AHS sent Fleming Appliance (another Joke) to fix the Microwave. Every time they came, they were not able fixed the issue. Today is 3/18/2016 and my microwave is not fixed. AHS' promise is that if they cannot fix it they replace it. In my opinion this is a complete lie. I have asked them to replace per their promise and they kept dodging the question.
Last AHS customer Service representative I spoke, when I said "how would you feel when you are without Microwave for 5 months when you paid for service to get it fixed." Her reply was she is without a microwave for a year and it is not a big deal! Please don't be fooled by video posted on AHS website, to me they are paid actors.
MORGANTON, GEORGIA -- I contacted American Home Shield when my water heater stopped working. They gave me the name of a contractor and his contact information. When I called him he informed me that he did not service the area in which I live. When I contacted AHS I was told he was the contractor I had to use and that they would contact him. When I called to check the status of my claim the next day, I was told they were not able to contact the contractor. When I asked if I could find a contractor, I was told they would have to find another contractor.
Several days passed with no hot water. I have called AHS several times but all I get are excuses as to why nothing is getting done. It has now been a week and AHS has done nothing to resolve the problem. I believe they are purposely delaying in hopes I will give up on the claim.
MORENO VALLEY, CALIFORNIA -- I've had good results from AHS - I still have and been having for a long time. It's a good program to have when you own a home, and they have been very responsive. The claims people are very friendly and responsible about getting back to me to see if I was satisfied with the service. I'm not always pleased with how things turn out, but about 90% of the time I am and I've been very satisfied. Sometimes I get different contractors come out and they are not as good as others. But other than that, AHS has done a lot of good things for me. They're a very good company as a warranty. I had another company when I first purchased my house and it wasn't as good as AHS.
SACRAMENTO, CALIFORNIA -- I've had great success with AHS but with my most recent claim, I filed to get my regulator in my microwave fixed to get it running again and in the process, the company that they've hired to come out and do it cracked the grill and the front of the microwave. American Home Shield has refused to take care of it. They said it's the company's fault and they don't cover it. So, right now my experience is not good at all and they know I'm not satisfied.
It was terrible and I was left out on my own. I'm still trying to find someone to come out and give me the parts to fix something that shouldn't have been broken in the first place. I've talked to three people at AHS and I was told I need to file a claim and take the company to court. That's not why I bought insurance.