MC KINNEY, TEXAS -- We've been using American Home Shield for 10 years. All of the claims - from our washer, dryer, refrigerator, air conditioner and kitchen faucet - have gone so smoothly. The claims process is excellent. I did it all online which I usually do without an agent. The website is great and makes it really easy to say we need help, and help was here when they said it was going to be. Whatever contractor it was that was next up on their list was very efficient, well-versed in what was going on, and took care of the problem immediately. They were really responsive.
DAYTON, OHIO -- I live in a condo so I had a washer-dryer unit together, and my dryer was not working properly. American Home Shield ended up replacing it. However, the people who installed it were inept. They hooked up the cold water hose to the hot water and the hot water to the cold water. They didn't even turn the water on all the way and I was not getting any water. They were two men and one of them said he owned the company. They were very unprofessional and were using a lot of profanity as they were joking around. I had to have another service call to have someone else come and take care of it. The second person from a different company corrected the problem and did a good job. It was the second time that he had been here and he was very professional.
JACKSON, ALABAMA -- I live in a very rural area and American Home Shield makes it very easy to find someone to work on my house. I find them very easy to work with and the people that they find have always done a great job. I recently filed a claim for the repair of an air conditioner. AHS managed to find good contractors who are all very polite. They are there when they say they are going to be and get the job done. I recommend them. All of the repairs were excellent except for one time when the repair wasn't very good and I called four times for it.
CARROLL, IOWA -- The refrigerator in my rental home was leaking water all over the floor so, I called AHS and asked them to send a refrigerator repair service to fix my refrigerator. When I called my renters to see if the problem was fixed, they said that the company just needed to borrow their hair dryer to defrost the refrigerator. I was furious so, I called AHS and complained. AHS told me to wait and see if that was the problem.
A few days later my renters call me and said that the refrigerator was still leaking water. So, I called AHS again and insisted that they send a qualified company to fix the refrigerator because the one they sent was incompetent. They told me I was going to have to pay another $75.00 service fee for a new company to be sent out. The second service company found the hole in the drip pan right away and fixed it. Not happy with AHS. They wasted my time and charged me twice because they hired an incompetent repair company in the first place.
ELK GROVE, CALIFORNIA -- I needed my stove fixed because the oven wasn't working right. Submitting the claim was easy. I called in and American Home Shield took my information, pulled up my account and told me that within a short period of time, I'd receive a call from the person that is going to come out and take care of it, which in that case was General Electric. They called and set up an appointment. I wasn't home the day the contractor came. My brother took the call for me because I had other business to attend to, and he said the man was very courteous and helpful and fixed it that same day. I'm satisfied with the company.
MARQUETTE, MICHIGAN -- I asked AHS to come out and fix my dryer. First, they hooked me up with a company that was supposed to be here on a Friday. He called me Friday morning and said that he couldn't come. So I called you AHS and told them, “Switch me to somebody else because this is crazy.” Then the other guy came the same day. He pulled the dryer belt off that was broken and that was it. He never showed up, never answered my calls, never came back, and never called me.
When I called to let some people know about it at American Home Shield, they treated me like I was some kind of outcast causing problems. Every single one of them were so rude. They asked me, “So what do you want me to do about it?” That's what I would ask. That's supposed to be what customer service is. Up until that point I had no problem with AHS whatsoever. I had my heat pump and air conditioner looked at a couple of times because they weren't working properly, and I had no problem. They also came out and fixed a plumbing problem. However, I was not impressed whatsoever with the company at that point with the dryer incident.
MONROE, NEW JERSEY -- I have had American Home Shield for several years and I'm very satisfied with the service. I called in a claim for the furnace and since the repair, it has been fine. It is just one of those that has lots of little odd things going. When I called about it, they first recommended a company but it was a Thursday night and they weren't able to come until the following Monday. I called back and they got me in touch with someone else and that person came the same day and fixed it so I was pretty pleased with it.
HOUSTON, TEXAS -- I've been with American Home Shield for twenty plus years so over that time I've had air conditioning, furnace, garbage disposals, microwave, washer, dryer services up and down the line. Basically, I have two houses and two American Home Shield policies so it doubles up over what the normal homeowner would have. They've almost all been favorable. There's been a couple of strike-overs, re-dos and they fix one to two repairs.
We have not been satisfied with some of the service companies. I've had some instances where I was completely dissatisfied and to the point that I have told American Home Shield to not ever send to me a couple of them as I don't want to talk to them or trust them and I don't want them in my house. What I consider to be a super bad experience was one where the company wouldn't confess to being the problem and ended up being basically a court case. But as a general statement, American Home Shield has made it good.
AUSTIN, TEXAS -- I had a claim with my pool heater and submitted it online with American Home Shield like I've done in the past. They're always very fast about having a contractor call and come out. But I was very unhappy with the contractor that was sent out for this particular claim. They came out and got scared cause there was a rat in the pool heater. They called me and said they wouldn't come back until I got rid of the rat, which I did, and they forgot my claim and didn't come again until I called American Home Shield three weeks later.
When the guy came out, he really didn't know what was wrong with the heater. He showed me a place where he thought the rat had chewed through the wire and that was the end of it. American Home Shield called me afterwards to find out if he'd come out to my house and if I was pleased. I told them that he said I needed a new heater and that I disagreed with that assessment. They offered to send another contractor out to my house but at that point we already had another pool contractor come out and he was able to fix it with a very inexpensive part.
I was displeased with the contractor but pleased with the service I got from American Home Shield. They were very helpful and other contractors they have sent have been good. I'd recommend them to other people.
COLLINS, MISSISSIPPI -- So far when I get in touch with American Home Shield and let them know of anything that is wrong, I have no problem. They get everything started up the same day but once they do, whoever has got to do the job fails to do what they need to do in a timely manner. Sometimes it takes them a month and when they do they don't call at all.
I ran across that problem when I recently filed a claim for my air conditioning unit. The contractor was knowledgeable, got right to the point and helped me out. He's also great - nice, friendly, and helpful - but when he was ready to do the job or was able to do it, he didn't call to let me know about it. It took him a month and I wasn't rushing him but he hasn't kept in touch with me. I had to call American Home Shield to find out what was going on and they thought the job was completed. Other than that, it was a job well done. Since the repair, the unit's been great. I'm satisfied with American Home Shield.