MARYLAND -- 1 star is too much for this review. My AC broke on July 3rd... Today is July 23rd. They still did not fix AC. Horrible customer service, I had to pay $3500 for the compressor because they said they don't cover it. What is the purpose of the warranty when you have to pay even more than it cost... And 3 weeks later they still did not come to fix it. They outsource to contractors that you cannot reach, their mailbox is always full and they don't show up for appointments 5 times now, only promising that they will call, but they never do. Stay away from the company.
REYNOLDSBURG, OHIO -- Treated horribly. Hung up on, lied to assigned a F rated contractor that lies, doesn't call, no show, etc. This is a awful home warranty company. I have requested a better rated competent contractor. As the reviews for the American Home Shield picked contractor are so bad it is scary to have them repairing something. I was told no. I have been strung along every day with a different excuse as to why my AC has not been fixed.
Very angry. They have no problem taking the monthly fee from checking account. But they can't respect that after the contractor lied to me, didn't call, didn't show up, then I read all the negative reviews on their website, and Facebook page and the F rating with the BBB. They deny me outside authorization for a real AC repair company to fix the AC. So I am canceling them and will sue if my any damage occurs from this contractor.
MEMPHIS, TENNESSEE -- Signed contract and within first year had a heater fail and a refrigerator not cooling. Submitted repair request on-line to AHS. Got a quick response and the name of the company that would be calling Both repairmen were here within two days. No real issues with either. Both had to come back with parts which were gotten in a day or two. Repairs were made for hundreds less than I would have paid without AHS.
I did notice that both contractors were one man shows, not large company names, and not as technologically equipped. But both were knowledgeable, had been with AHS for years, and commented that they (as contractors) had no problems with AHS accepting their diagnosis and paying them.
FLORIDA -- Well I went online to report my problem and they responded within two days. Not bad, was assigned R&R Electrical Allstar. Took me almost two days to get in touch. Had to leave a message. They would get back to me they said. Two days later said someone would be at my house between 1:00 pm and 5:00 pm. Said ok good.
They arrive, looked at the problem and said my circuit was overloaded, now answer me this after 50 years why would it suddenly be overloaded. Then American Home Shield called me and if I wanted to have someone else come out it would cost me another 125.00 dollars. So I called and got some to fix the problem for 200.00. Now I will never use these so called home warranted people ever again.
MEMPHIS, TENNESSEE -- American Home Shield technician came to my house to fix a leakage, November 5, 2017. He discovered that leakage was caused by a faucet. He confirmed that it's covered by AHS home warranty, but decided not to fix to unknown reason and left. He gave me an advise how I can fix it myself, telling me that it's very easy. I followed that advise and ripped off the faucet with parts of piping, leading the situation to much bigger issue.
On November 23, 2017 they've sent me a technician for recall, he came, confirmed that he will fix it, took my old parts and disappeared. No calls, no warnings, nothing. Parts were never returned and practically stolen. After that I called to AHS about 10 times, where they'd promised to take care of the issue, investigate, escalate, etc, but never came back to me, leaving me without water for more than a month, simply because they kept promising me to fix it and I was waiting and hoping.
They didn't provide me any documentation, never returned me promised calls of investigation and kept only over the phone communication to hide an evidence of their awful job, fearing lawsuits. Extremely frustrating and disappointing experience, looks like they will do everything not just not to fix the issue, but also make it worse, so that it would not be covered anymore. To fix the ripped off faucet would cost around 500.
MEMPHIS, CALIFORNIA -- American Home Shield (AHS) has an issue finding contractors who are able to work on their warranty claims. I signed up for a 1 year plan with two repairs. In both cases, I was faced with rude contractors who did not have time to come over, arrived late, were rude and did not fix the issue. This resulted in a total of (4) contractors for (2) repairs. When I called the AHS Customer Service Department I was promised that my $100 service fee would be waived.
In both cases, these fees were "clawed back" by their payment system months after the repair took place. I finally called their Finance Department and learned that these service fees cannot be waived. Their payment system eventually found them in "pending" status and took the funds from my account. Sadly, the customer has no recourse in the event of poor service. Furthermore, the front line agent is promising something that is factually not possible from their internal system standpoint. They will take your money. It's just a matter of time.
MIDLOTHIAN, VIRGINIA -- I called for service on one of the heat pumps (we have 2 zone) in our home. The unit has a previous repair. This repair needs to replace the dryer. AHS will make the repair and I have to pay for the R22 refrigerant. The cost per pound is $125.00 of which they pay $10.00 per pound and the rest is on me. The first repair also required the refrigerant, but I only paid my deductible.
I've been with AHS for years, our home is 11 years old. We've had some small repairs over the years - the largest being on the same unit. I've already contracted another company and purchased a warranty with them. My personal thought is that being American Home Shield was the first, and at the time, the only home warranty available has gotten so big that it doesn't care about losing a few customers here and there. Loyalty today is gone. Companies don't care about service only about how much they make. American Home Shield, I'm not taking this kind of treatment from you. Goodbye and good luck holding on to your client's.
HOUSTON, TEXAS -- I have always loved this company for provided great service and follow through on claims. However, I am highly dissatisfied with the wait time to speak with a customer service member. Over an hour wait, no matter what time of day!! This is unheard of. More agents need to be hired, or more teleprompts, or online features. Even providing an email for correspondence would be nice. This has totally spoiled my image of an otherwise good company.
WASHINGTON, DISTRICT OF COLUMBIA -- I am going through this now. They could not charge me because my card was expired after I cancelled my contract but they did send me to collections. Nice AHS. They do like to harass you after you cancel your contract. Don't do it with AHS, don't be tempted. They really suck. Think 2, 3 even 6 times before signing a contract with them. Please don't it.
VERO BEACH, FLORIDA -- We have a tank-less water heater that had quit providing hot water. I went online but decided it would be better to call. American Home Shield logged in the issue, notified me who they had assigned the claim to and that I would be hearing from them. I did hear from the contractor later that day. Unfortunately, they told me it would be two days before they could get here.
So I called AHS back and asked if it's the only vendor they have and if they could call to see if they could get here sooner. The rep said no and they wouldn't do it because as long as the contractor say they'll come within 48 or 78 hours at the latest, then they're within the limits, and so there's nothing they could do. It wasn't the best solution. We would have to do without hot water for two days. I was hoping that they'd say they have two or three other vendors. "Let me see if anybody can get there quicker."
The contractor who came out here was a very friendly and nice guy. He explained to me everything that they were doing and did his work. He did very well with what he was "allowed to do." This water heater, as I found out when he took it apart, has three heating elements that are encased within a copper tubing. One of the elements had completely been destroyed. He pulled it out and it was in pieces. So he replaced it with a heating element that he had in his truck. We tried the water and it didn't get hot.
He called the manufacturer and said, “I've done what you've told me. It's not working.” They had him move the element to a different position that he was replacing, because what he found out is that all three elements were 9,000 watt elements and what AHS would allow him to do is only put in a 4,500 watt element. So he was replacing with an element that had half the power of what the system calls for. So he had to move the elements around to get them to work. We were able to get moderately warm water at that point, but not hot water.
While the contractor was here, I got on the phone and talked to the manufacturer's rep. He said it is not going to work. I am not going to get hot water and I'm not going to be happy. So I got online, found a 9,000 watt element, and bought it. I got it sent here, had it installed, and the water works fine. AHS cost me $100 for the visit, which is fine, but I had to spend another $45 plus shipping to get the thing fixed correctly.
The deal I thought I had with AHS is that they would put something in place that was as good as, if not better, than what I had and that's not what this contractor told me he was allowed to do. This is causing worry on my part that if my refrigerator or something important goes out, although I don't expect an upgrade, am I going to get something at least as good as what I have?
I moved here from Texas to Florida and had AHS for a number of years in a home I had there. I had a few issues, but I've never run into a problem like this. Things were fixed and replaced. I'm surprised I didn't get a survey from them. When I was in Texas and I had some issues and they sent someone to repair them, they would call afterwards and ask, “How did it go?” And didn't get any of it this time. Maybe the company is getting a little big and they're not able to do what they used to do.