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.
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.