On December 8, 2009 my hot water heater started leaking. I had just opened a policy with American Home Shield and was told that I had immediate coverage. I placed a claim with American Home Shield. I have hot water heat which means that my 75 gallon hot water heater provides heat for my furnace. They first sent out a vendor that had no clue about my unit or my furnace and told me that my furnace was not going to stop working because my hot water heater did NOT provide heat for my furnace. They then sent out a second vendor that told me that I did have hot water heat. My unit is located in an outside shed which is HEATED.
The first vendor told me that the heater was working fine. The second vendor told American Home Shield that the hot water heater broke because there was no heater. It was 15 degrees below zero. I had my own vendor come in and he verified that I do have hot water heat AND my heater in my storage unit was working fine. The hot water heater was old and that is why it stopped working. American Home Shield delayed in calling me back. My insurance company told me to keep the hot water heater on even though it was flooding my unit. If I turned the hot water heater OFF then all of my pipes in my unit would freeze and my property would be uninhabitable.
Still I waited hoping that AHS would call me back. I finally had to replace the unit myself and file a claim with State Farm to restore my property from the massive flooding. Had AHS sent out competent vendors in the first place and acted quickly this would not have happened They told me I could dispute the claim, which I did but no matter how many phone calls I made, no one would return my calls. In fact, my representative at American Home Shield's voice mail was FULL.
I have never dealt with such incompetent people. They took my money and then refused my claim. I am a real estate professional and I have helped home buyers purchase many American Home Shield home warranties. NEVER AGAIN. Do not use this company. They are incompetent!
TENNESSEE -- NOTE TO APPROVER: Exact review found at the following links:
American Home Provided the home warranty on my home I purchased 06/23/09. It is supposed to cover all major mechanical systems.
08/31/09 I came home to 95 degree temperatures inside my home. The next morning I call AHS to use my warranty. I was told by their service representative they contact their contracted companies and their company would contact me within the hour to make a appointment. They gave me the name and number of the company, Tri's heating and air. By the way this a/c company was 80 miles from my home.
5 hours later no call. I had to contact the a/c company and set the appointment. The scheduled me for 12 noon 0n 09/02/09. The next day 12 noon comes around no service, 1pm no service, 2pm no service. I call tri's heating and air. The representative tells me no one is coming to my house because they don't have enough repair men. Don't call me, fax me or email. Just don't come.
I call AHS and the representative contacts another company and gives me their number. I call this company and they come out within the hour to my house. Dave Broussard heating and air, I have nothing but good things to say about them, Excellent. The service tech examines the a/c unit and lets me know its the condensor and the a-coils and they need to be replaced.
30 minutes later I get a call from AHS explaining what it is and they are going to fix it By Friday. The service tech lets me know they will be out Friday when the parts come in. An hour later I get a call from the tech letting me know that AHS wants a second opinion. Think about this, they don't trust their own companies they contract with.
I call AHS. They want to send out the same company that didn't show up the first time to get a second opinion. I've talked to three about 5 reps now and they all say its to protect me.
Well today is 09/03/09 at 12 noon and no contact from Tri's Heating and Air. I've called the home office and am trying to contact the President of the company, Dave Crawford. He has some type of Presidents committee to handle complaints. Called at 8 am this morning and have not received a call yet.
The labor day weekend is coming in two days, thurs today, doesn't look like I'll have a/c till next weds or thurs, because Monday is a holiday.
My advice is DON'T BUY YOUR WARRANTY WITH AMERICAN HOKME SHIELD.
They don't trust their own service people and don't honor your business.
CARROLL, IOWA -- This has been the most horrible experience in trying to get service for a dryer to be repaired. One has to wait 48 hours for any service call for someone to respond to the call. I.E. if a refrigerator suddenly quits working and one placed a called waiting 48 hours seemed a slight bit ridiculous. The customers food would have to be thrashed. Is this fair? The contractor who was contacted by American Home Shield for my service request did not even know who I was when I contacted these folks, however, he stated "you will be contacted for service by Airbus by Monday between 12 and 5 p.m. for the technician to appear for evaluation and assessment to repair the dryer. Wow! In trying to call American Home Shield to cancel my contract, I have been on wait for nearly 30 minutes. American Home Shield is quick to take the premium from my account and just not as swift to respond to for a repair call. While this has been frustrating personally, I think there is only one solution to this company as I will notify all my many friends who has American Home Shield and have these people cancel their accounts. There has got to be a honest company out there. I will also submit a letter to the Board of Professional Standards and Ethics to have this company evaluated. Customer service would not release the President's or CEO's name for me to write a letter directly. If a company serves the public should these names not be known? Sounds like there are hidden factors???
TULSA, OKLAHOMA -- I enrolled in a home warranty plan with American Home Shield about 3 months ago. Three weeks ago my kitchen faucet's hot water line started leaking out of the fitting on the side of the line that was connected to the faucet. I contacted AHS and they sent out a plumbing company called, Plumb Genius, whose technician informed us that the faucet would have to be replaced and he would come back when we had purchased a new faucet.
Called him after purchasing a new faucet and he came an installed., Then he informed me that the repair was not covered because the fittings were "over tightened" even though it was the fitting itself that was leaking not the connection between the two fittings. Charged us $215 and claimed he was giving us a "discount". What a rip off. Two other plumbers said they would have done the same repair for $150.
I contacted AHS over a week ago and have yet to get a response. What a rip off!
OKLAHOMA -- I recently got screwed by American Home Shield (AHS), Ken at First Time HVAC in OKC BS at All About Comfort HVAC in OKC. I have had a home warranty contract through AHS and my 24 yr old A/C died and needs replacement. I have invested over $12,000 over the years with AHS and only had minor repairs done and AHS reps have recharged and repaired this same unit without comment about exterior blemishes or the normal wear and tear.
Ken at First Time, came and made no attempt at repair and just reported to AHS that there was damage and it was not normal wear and tear (AHS contract language) and they voided their contract obligations. On appeal, Carlos with All About did not even remove the cover or look in the unit. He wrote that it was damaged and not normal wear and tear on a 24 year old A/C.
I hired a HVAC company and they came, charged the system and the house cooled down. He agreed the unit was in need of replacement in the near future due to NORMAL WEAR AND TEAR of a 24 yr old A/C. I would not count on AHS for anything over $200 in repairs because they apparently instruct their reps like First Time and All About to write opinions in the words of their contracts which voids the customer's rights. I would not let Ken or [snip])( in my home and you should not either. In my opinion, none of these companies are honorable or Christian as advertised, and neither are their technicians. Beware of AHS, First Time and All About Comfort in Oklahoma City .
WICHITA, KANSAS -- I don't recommend AHS. They have given us the run around, and will not abide by the contract. My husband and I have paid them over a year and never called them until now to help fix our sewage pipes that are leaking in our basement.
I have two kids and my husband who is a disabled veteran breathing sewage for the past several weeks because they want to say itls not covered when in the contract it clearly states they will cover up to $1,000 and they won't pay anything. So now, I'm coming out and letting every one know, DO NOT get AHS they just take your money and won't abide by the contract, and won't pay anything. You will just have a mess on your hands and them just taking your money. I now I'm in action to get a lawyer.
DICKSON,TN -- Sat on hold for 109 minutes and finally got someone who told me I had to submit on line!!! I have 3 year old son a pregnant wife and 2 dogs in a house that the windows do not open and its 95 out side!!! I submitted the request on line and was told it will be Monday of next week before someone comes out and then they will have to get parts approved before they can repair we cannot wait that long never ever use this company they are rip off and liars. I want my ac fixed now not 3 weeks from now!!! I tried calling back and emailing and I have yet -- it s been 24 hours -- to receive a call or e mail back from them. I will have to hire my own ac guy to come and fix it no tell the other guy to go jump.i am going to a lawyer tomorrow about all this I want my money back
CARROLL, GEORGIA -- Called AHS about a main water line issue and was told by operator that most likely it was not a covered item. They asked me a few more questions and then talked to a supervisor who told them it 'might' be covered and to send a technician. I told them to NOT send a technician if they were pretty sure it would not be covered. When the tech arrived I told him the situation and he said it definitely would not be covered and that they should not have even sent him. He said he was NOT going to charge me for the visit. Later AHS billed me $75 for the tech visit. I sent them the invoice showing NO CHARGE but they still insist I pay them the $75 or my coverage will be terminated!
EAST ORANGE, NEW JERSEY -- I recently bought a home that "came with AHS" coverage for several new things in the home. I was not in the home longer than 1 week when I started to have plumbing issues. I called AHS for covered services for plumbing. They sent a plumber who did not have the proper equipment to fix the clog in the pipes. When I called next day to have a 2nd plumber come out, they refused to send 2nd opinion plumber stating that the original plumber noted the pipes actually collapsed, not that they didn't have the proper equipment to fix.
Despite disputing this lie, I had to go out of pocket and hire my own plumber and pay $750 to remove the clog, and power water clean the pipes. When I called AHS to get reimbursed, they say I can't get reimbursed because I "didn't have authorization" from them to hire my own plumber. RIPOFF - AHS basically steals your $ and then when you need their services, they do not help or cover anything!!
I have been a customer of American Home Shield for several years. For the last three years I have been calling in service calls to have my heating/ac unit fixed. They have replaced several parts that have went out causing all of my coolant to run out of the unit. Well, I am totally frustrated at this point because every time this happen it costs me another $600/700 to fill back up the unit because AHS does not cover coolant.
I understand the every year maintenance but what about fixing the problem? If the coolant is running out because of a val or something, isn't putting the coolant back in there also fixing it. The companies are putting a bandage on the problem as far as fixing and I have to suck up the biggest cost. Then I call back in to speak to a supervisor and the representative that I spoke to on the phone is completely rude and tells me that someone will call me.