MEMPHIS, TENNESSEE -- We requested repair on our dishwasher in June. It is now almost October and we still do not have it repaired. They sent the 1st contractor out who kept giving us the runaround and wouldn't come out to the appointments THEY set. After almost 2 months dealing with them and ordering various parts, they said they couldn't fix it.
So, American Home Shield sends out a 2nd company to try to fix it. They were 1000% worse than the first contractors. Even AHS couldn't reach them. They ordered parts, received the parts but wouldn't come out to repair the dishwasher. They literally disappeared for weeks. We begged AHS to just replace the dishwasher but they wouldn't do it. We threatened to cancel our contract with them. They said if we did, they were going to stick us with a $147 bill for the parts that the contractor was holding onto.
Finally, they showed up only to say the dishwasher was incapable of being repaired. They were supposed to call AHS and let them know that. Guess what??? The contractor hasn't called and has disappeared again. So AHS is telling us they can't replace our dishwasher until they hear from these ** first. AHS hires these loser contractors who won't cooperate and we, the customers, suffer the consequences. So here we are... 3 months later... Broken dishwasher sitting in our kitchen and AHS won't give us a new one. They're the worst company ever.
HENDERSON, NEVADA -- Our 10-year-old kitchen sink faucet went out, so I called American Home Shield and they sent somebody out here. The installer said that it needed to be replaced but he didn't have the part so he'd come back. We had other faucets, and when the people from AHS told my wife what they were going to replace it with, she said we wanted them to replace it with what we have. They said it can't be, but that they also have a cash-out option. I told them we'd take the cash and I'd buy it myself. They also said we have to pay the guy his $75 fee.They gave me the cash for the faucet less the $75 for the guy that did nothing. I was pissed off.
We had tremendous help from Velveeta who called me and tried to straighten the whole thing out. She was very nice, but they still put the $75 off of what they offered me. I used a local handyman and had him install the part, and AHS said they won't pay for that. He has to be licensed, funded, and authorized. I wasn't at all happy with our recent experience with AHS.
EL DORADO, KANSAS -- Our central air conditioning unit quit, so we put a claim in with American Home Shield. Their reps were all perfectly nice. However, I'm not really impressed with the contractor. We feel like we've been misled. We didn't understand why they paid a portion of it and then they said the rest of it wasn't covered, which is a part for it to run. So it's not what I thought it was going to be. At first, they told us that we need an evaporator coil, and then that we'd be better off to cash out because it would cost us for them to fix it plus the part.
We called the insurance company, and they said they already paid for the part. My husband called the plumbing place and they told him that they could come today. They came this morning and were here for a few hours, and then said they still needed more equipment and that it had been ordered. It's not going to get fixed until Monday at the earliest. I had to go out and buy a window unit to be able to survive and we don't have a lot of money. We're really disappointed in the whole situation. There's nothing the employees can do to change it and no matter how much they sympathize with our situation, their hands are tied and I understand that.
EATONTON, GEORGIA -- I filed claims for a couple of issues with American Home Shield. For one, there was a storm and it knocked out a couple of capacitors in the air conditioners from some surge, so they replaced those. And then I had something that was dripping and needed to be cleaned, and they were really good about taking care of it. There were no problems since the repair.
At one time, a service was scheduled with someone who didn't get back to me, but there was a number for me to call and when I called, they said they don't service our area. That was a little confusing. Sometimes I get the wrong provider, but the company that they sent for our AC is here in Madison, which is really close to the house so they can get here in about 20 minutes.
JACKSONVILLE, NORTH CAROLINA -- We had an air conditioner claim for our home in Tampa, Florida. I have a property manager and she's authorized to submit claims and deal with the home warranty company. We had a contractor signed in the area who lied to AHS and my property manager, and continued to delay and not get the job done. He told AHS that he had spoken to me and my wife, which he hadn't, and because of that, AHS refused to talk to my property manager anymore and kept refusing to put another contractor on the job.
The tech didn't talk to me nor our tenant and refused to return calls from my property manager. It was one of his tactics to delay. Eventually, my wife got on the phone with AHS and talked to a very nice lady for close to an hour and then AHS finally relented and assigned a different contractor. At that point, things got resolved quickly but it was painful getting to that point. It took almost two weeks to get the air conditioner repaired. I would really appreciate if AHS would let my property manager deal with a claim, whether the guy said he had talked to us or not. It was one of the things that worked us off more than anything.
HICKORY, NORTH CAROLINA -- I have a leak in one of my pipes. We've had a plumber out before that we called and AHS said they were not allowed to be sent to our house again because they were so unprofessional. So they sent us these guys and at first they were fine. But I'm on my fourth round of having the same plumbers out and the issue has not been fixed. They can't figure out what's wrong with this pipe and they just keep trying whatever they can to do it.
The last time they came out, they stepped on one of my children's chairs that I've had since I was a little girl. It's over 30 years old and they broke it. We told AHS that we were upset about that and the woman we spoke to basically said she couldn't care less. So I'm not at all impressed. And it takes at least 45 minutes to an hour on hold to get ahold of someone to have someone come out.
I'm completely prepared to pull my entire contract from AHS at this point. The pipe's not fixed, I have a broken chair that's not fixable and we've been waiting a week now for AHS to send someone else out. It's going to be the same people even though we asked not to send them. I really wish that AHS would do more surveys after the work is done to find out if they should continue to be partnering with the service providers that they're providing because I've had instances of people not showing up on time, being disrespectful, and not at all professional. It's leaving a very bad taste in my mouth for AHS.
LAWRENCE, KANSAS -- Our dishwasher was not working. Some of the buttons on the panel became loose and I couldn't push them in to make them function. I filed a claim with American Home Shield online and it was very easy. They called me that afternoon and set up the appointment for a contractor to come out. Someone came out for the first visit and checked out what was wrong. He was very polite, knew what he was talking about, quick and got the problem figured out. He had to order some part and then he came back five days later when the part was in and installed it. He was in and out and finished so I was happy with it. The dishwasher has been working fine.
LA MARQUE, TEXAS -- I have been a customer for 9 years. My upstairs AC quit working. AHS sent a repair company who said the run capacitor was bad and replaced it. The AC worked for 2 days then quit again. I called AHS again and they sent the same company again. Now the repair company said the compressor could not be fixed and it would need to be replaced.
AHS called back and said the repair company stated the compressor went bad because the unit had not been "maintained" and corroded. AHS will not replace because the contract says it has to be "properly maintained" and it was not "maintained" per THEIR contracted help. Who defines "maintain"? I live on the coast where corrosion is a constant. If I paid someone to constantly "maintain", then what is the point of having the contract? Aaaarrrggghh!
SIMPSONVILLE, SOUTH CAROLINA -- We have contacted American Home Shield now three times related to AC repair and it is yet to be addressed. First is the incredible wait on the phone for a representative and then no action. Second is identifying a firm to fix the unit - thus far both identified have not provided service for one reason or another. PLEASE NOTE: It appears that American Home Shield deals with "jack leg" repair companies - ones that cannot get any business any other way. I've asked if they deal with any of the top three in our area and the answer is an emphatic NO. One recommended was 1.5 hours away and said they didn't service our area. Apparently, American Home Shield could care less.
Third, American Home Shield says that a mutually agreed time but thus far we've been presented with the option of one of three days anytime between 8 a.m. and 8 p.m. I indicated that we needed a specific time as my job has me traveling and was told that was it and if I couldn't meet their time they would cancel the order which they did. In talking to American Home Shield I asked, "Do you prefer the unit to die such that you'll have to replace that vs just repairing" and the AHS agent said, "That's an option." They are the worst I've ever dealt with. I consider them a ripoff and an unethical company.
COLORA, MARYLAND -- I had a dishwasher motor go up. I just went online, submitted the claim, got a call back from the repairman, and scheduled the time. He fixed it, I paid my $75 deductible and he went on his way. Everything was good but then the dishwasher leaked again. The hose didn't fit properly and we had to make sure we had one that did. I did scheduling again online and the repairman came back to fix it. We get to wash dishes not by hand since the repair.
AHS is really easy to deal with. I'm really thankful that all I got to do was make a call. They arrange the repair and it's done. If that alone isn't the highlight, I don't know what would be. Everything was very simple and I have no worries.