American Home Shield Warranty Complaint - Don't buy it - keep the cash for emergencies
CHATTANOOGA, TENNESSEE -- We recently called AHS for the second time due to a plumbing issue in our home. Each time we have used AHS, we inquired prior to having a service technician come out about whether our specific problem would be covered and each time we were given a resounding "yes". Each time, we paid the $60 fee for the service visit and were subsequently told that coverage would be excluded based on a pre-existing condition.
In our most recent request, everything seemed fine while the plumbing company was here. We were told that our problem was due to worn out bolts. However, after they left, AHS called and said it would not be covered because the plumbing company said that the flange (part needing to be replaced) was not installed correctly, even though the plumbers had verbally told me it was WORN OUT. After spending hours of time on the phone to try and get to the bottom of the issue and dealing with defensive customer service reps who would talk over me rather than listen as I tried to calmly state our issues, our problem is still not fixed and we will be out $275 plus the $60 service visit fee to fix our toilet for something that was supposedly covered.
Furthermore, when we called, we gave them our new phone number to the new property we had bought and moved to (really?, that's why we got a warranty to begin with - because we moved - of course our phone number changed) and they gave the plumbing company our old number so the plumbing company never called us initially. We had to call AHS back to get the plumbing company to even come out. Then we had issues with AHS returning our calls while we were disputing the issue we wanted fixed. Even a supervisor who promised a call back as soon as she could contact the plumbing company was given from a Friday to a Wednesday and did not return my call. If you have a problem with their service, don't expect them to call back or do what they say they will.
When buying a house, I would suggest passing up the home warranty and saving the cash in a savings account for future issues. You'll spend less money and actually get your problems fixed that way. If the seller is buying the policy for you, ask for cash instead. It's a poor deal and ends up costing you more in the long run when you pay the $60 visit and still have to foot the rest of bill yourself.
If you already have the policy and decide to turn in a request, take lots of pictures (if the area is accessible) before they come out and after they leave. Also, I would stand over the technician and ask questions. I truly wish I had not left the technicians alone in our bathroom when they were here - may have solved a lot of trouble if I had been asking specific questions and paying attention from the beginning. Finally, I read from another person that most of these companies do not want lawsuits to their name and will settle outside of court when they know they are at fault and trying to claim coding issues that are not actually there. Some place to start if you have been burned.