DALLAS, TEXAS -- We have two AC units. One of them was out for several days and that was when it was around 100 degrees. We filed a claim with American Home Shield and the guy that came out from the AC company was really nice and seemed to be knowledgeable. He told us what our options were, one of which was to spend $1000-$1500 of which $600 was just Freon, which I think costs $80 each and AHS only covered $10 of it. That was upsetting, but then he also gave the option for us to install a whole new outdoor unit which would not use the traditional low Freon and we would spend $3500 for it.
We had to spend a lot more money, but now we have a new unit outside. I don't know whether AHS covered any of it, which they should, and how much of that would they cover. If they didn't cover all of it then I'd like to get the credit for the portion that they covered. Also, we ran into one problem when they sent out the new unit. They did not send the programmable thermostat, and the installer who came out happened to have one that he owns on his truck and he put that on for us. However, when he left, he didn't finish. He was here for a long time and it was 10:00 at night when he left and the AC wouldn't cut off.
He left some kind of a bypass code on there when he was testing it and forgot to take it off, so it stopped running. I called them again and he came out the next day, and he said that it had blown a fuse, not one of our house fuse, but a fuse within the AC unit and that's why it wasn't coming on. He informed me that for something like that I should have just called AHS instead of calling him back, which pissed me off because he installed it and he didn't do it right. Other than that, our experience with AHS has been okay.
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.
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.
PARLIN, NEW JERSEY -- The very first year that I had the contract with AHS, it was great but then the next years, with the premiums and deductible increasing, the service wait on parts, and the service in general, I wasn't all that thrilled. I had a plumbing situation where the tech said that because there was no access, they couldn't do the service required. I also had to wait for at least 10 days for a dryer part. I understand the need for waiting a couple of days, but 10 days is somewhat too lengthy. By the time the tech got back, it was two weeks and then I had to call them back in after that. So I wasn't happy.
I recently submitted a claim for a dishwasher. There was a waiting period for the part needed but it was reasonable. It was within five days, and the man was back within the week to do it. I do keep the warranty for peace of mind.
COLLEGEVILLE, PENNSYLVANIA -- My most recent claim submitted with American Home Shield was for plumbing issues, and I didn't have a problem with it. I've only had one issue with them, though, and it's not directly with AHS. It's with one of their contractors. I paid cash directly to one of the vendors who was here and, apparently, whoever I paid it to didn't report it back to their boss and they're still trying to claim the $75-fee.
I won't pay it again because not only did I pay it to the guy here, the guy wouldn't have left my house without taking a payment of some sort. So, I don't care whether the guy wrote down that it was paid in the slip or not. Once they walk into my house, it's automatically a $75-charge and they won't leave without it. They've never asked before, but every time I pull up my account, it still shows “$75 owed,” and I keep asking them to remove that. That should be written off and removed from my account. Other than that, they've been terrific. Everything else has gotten taken care of.
KING OF PRUSSIA, PENNSYLVANIA -- I recently submitted a claim with American Home Shield for a problem with my water heater. The process was easy but I had to wait one day without hot water but it was okay. I initially called but nobody picked up, so I left the message and everything was set up. They gave me the appointment after two days, so it was not very prompt. However, I'm not sure if the problem is from the American Shield side or the plumbing company. If only AHS could give two or three companies so I can choose, it would be helpful. The people who came out fixed the problem the first time they were here. In fact, if I call next time, I'll ask for the same company, EKC. I'm very satisfied with them.
NEWARK, DELAWARE -- We took up American Home Shield's policy when we bought the house as the realtor recommended them. We had one instance where we called for our pool which was covered, but apparently, it wasn't, and we still paid $75. We were a bit disappointed with that. It may be in the details of the policy, but I didn't know that the pool light wasn't covered. The other thing that actually made me even more disappointed was because we'd already replaced the filter, two pumps, the heater. We just decided to replace them and I didn't use them on the other pieces that I should've used which is not AHS' fault.
But other than that, we don't have any major complaints. There have been instances when we've used them for a dishwasher and a doorbell light, and both of those were resolved very effectively. Also, the technicians they sent have all been excellent.