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.
SUGAR LAND, TEXAS -- We had an AC problem in April 2015. The vendor said it was the capacitor, he quickly fixed it and left. Six weeks later, we had relatives in from out of town and the AC stopped working. No one could come out, they wouldn't even call us or return our calls. Five days later, someone came out and put a new capacitor on.
This vendor informed us that the last vendor spent $0.10 on the part and he said these parts don't cost anything to begin with so he could've spent a couple dollars more and gotten one that were lasted for years and everyone in the industry knows the part will not last and no one uses them. So had the right part been put on to begin with and there were some kind of check and balances with home Shield. The consumer would not deal with this issue.
Now it's 2016 and we're in the heat of the summer. I'm in Texas. And the same AC isn't working again. The vendor comes out and we notice it's the same vendor put on the cheap part that lasted only six weeks. He was in our attic not even a minute and gave us a list of things that we needed that were out of code and it was gonna be another thousand dollars at our expense. Mind you, the problem we were having had nothing to do with anything that had to do with codes and there's never been a problem with codes ever since I lived in the home.
We protested about the vendor and his skinny practices and requested another vendor. We had to go round and round with home shopping day send someone else out. Now we had no code issues but we need a new coil and of course we were going to need freon which we understood would be at our expense. What was all said and done, this gentle and found some code updates they were completely different than the first vendor's code updates.
We found out that Home Shield only pays each AC and heating vendor a flat rate of like $220 or $240 something like that I forget the exact amount now. So if there's some major problems they still just get their flat rate so to make up the difference you pay for code updates. Hope she is aware of this and they perpetuate it and they tell you have to have codes updated.
Well now we had a few cold days of winter and a vendor comes out and finds that we need a new heater which is covered under our plan. He informs us that the vendor who fixed the AC did a ** job and took out the transition in our AC which is a really big deal and took it completely out which made our AC bill go way up because it wasn't doing the job right. On top of that they disconnected the over flow switches.
So they charged us for code updates while they deliberately put us in code violations. And did I mention the installers that put in the coil that was messed up didn't understand any English? I can guarantee you they did not have a license to be doing AC work. The heat guy said they fix the heater, they'll have to fix all the things that this AC guy messed us. Then I get a letter from Home Shield with all the things that the first guy messed up as an extra expense to us to pay for.
So somehow we had nothing to do with him messing up our OC and taking out a huge piece to the AC unit and turning off all of the switches. For now thanks, affect us to pay to have all that put back together correctly even though it was their fault they send a vendor to us that wasn't competent and a fraud. And I'm saying fraud because American Home Shield is very aware that these vendors are scamming the homeowner and they don't care. Their loyalty is to the vendor. I am skipping the Better Business Bureau and going directly to the Attorney General.
MEMPHIS, TENNESSEE -- I filed my claim online on Monday, June 26. I called AHS on Wednesday June 28 (waited 40 minutes to speak with someone) to ask why I hadn't heard anything. They said they never got the claim. I filed the claim on the phone (explained that I have a Samsung refrigerator that is leaking) there and then on the phone. They assigned a company to fix the problem.
The company called me and asked what the problem was. I explained I have a Samsung refrigerator that is leaking. They said that they do not work on Samsung's. (Of course, I'm wondering why AHS would assign a company that does not work on Samsung's to fix my Samsung). I called back (and waited another 40 minutes to speak with someone) and was told that AHS would have to actually verify that the company did not work on Samsung's (why would they want to take the word of a customer of 13 years) and that she would call me back that night. Guess what happened? You are right. I never heard back from her or anyone else at AHS.
I called again Friday, June 30. This time waited 20 minutes to speak with someone. That someone answered the phone and said that her computer was not working and that I would have to call back. I asked her to transfer me to someone whose computer was working (so I wouldn't have to wait another 40 minutes). She said that she couldn't.
So I called back, again. This time I waited only 10 minutes (that was refreshing). They asked me what I was calling about. I asked them if they were kidding. They said that they were not. I then asked who was coming to my house to fix my refrigerator as it had been almost a week and no one is even assigned to fix the fridge yet. What's worse is that I am doing all the work following up to get that done. If I didn't, my fridge would never get fixed.
The representative I spoke with on Friday, June 30 called and verified that the company I spoke with days ago indeed did not work on Samsung refrigerators. So they assigned another company. I did not hear anything from the other company on Friday June 30, or Saturday July 1, or Sunday July 2 or Monday July 3 or Tuesday July 4 or Wednesday July 5.
Finally, I called them on Wed, July 5 at 11 am and they said that they would come out tomorrow. I asked why I hadn't heard anything and was told that they only worked half days on Fridays and only worked half a day on Monday. I Googled them. Nothing is returning on either the company or the phone number. (That is another problem we have with AHS. They send jack-leg people to your house in panel vans and trucks with no signage (same problem with a water heater claim). The people AHS has sent to our home to fix problems over the years are usually unprofessional, sleazy, have terrible reviews on the internet and often times are trying to sell you something that is not included in the warranty contract.)
Every time we call AHS we wait a ridiculous amount of time to speak to someone. We're told to file claims online because it saves time. When we tried to file this claim online, AHS claims they never got it. The service we have had with AHS has been horrific.
I can honestly say that I have never had worst customer service than with AHS. They deny claims that should be covered, they don't have enough people to answer their phones (the ones that they do have are rude and unprofessional), when they do actually agree to pay a claim, the people they send to the house are indescribable and have terrible histories, track records and internet reviews. We are pretty sure that we have had a problem with nearly every claim that we have filed with AHS. Every one.
On about a third of our claims, we have actually had to call out another repair man to fix what the AHS guy screws up. We have complained about most problems we have had with AHS and the solution is usually to put us through to one of your folks and comp me the next month of payment. Now things have gotten so bad there that they require you to agree to stay with them for 6 months after they comp you a month. It just keeps getting worse and worse. No one ever tries to fix AHS' problems. And they have a ton of problems. BEWARE!
NEW JERSEY -- I have too many checks to put down and it only takes one... Going on a month now I have no dishwasher. The first man who came to fix not only my dishwasher but my Subzero fridge didn't even open the fridge to see why it was dripping. Just said 95% of the time it's a frozen clog and American Shield will not allow them to try to fix the problem without me turning it off for 24 hours to see if that is the problem.
Well I did that already and as I told him, "As you can see because there is frozen water under the basket." So picture he takes of that along with food that was in the fridge. Took out the food again and relocated it to turn it off again but that was after I asked if my wood floor warps who is going to fix that. He didn't know the answer so I called American Home Shield and asked them the question and also let them know that at this point the technician didn't even unscrew the bottom grate to see where and why the water was leaking...
The answer to my question was, "We don't take care of secondary problems. It's in the contract." 2 days later exactly what I said was going to happen, happened. 1 Week later another guy came from the same company and replaced the panel on the dishwasher and when I complained about the fridge and because it was still in a work order he looked at the fridge. Yes he opened the grate finally. "Oh I see what the problem is. The copper line to the ice maker is too short."
My response is, "Really, it's been that way for 10 years and never had a problem." Now he tries to locate the water turn off to this ice maker and can't find it and then says "I think I found it." Turns off this valve and starts to play around with the area that is a problem. Well behold really what the problem was is the valve to the ice maker and fridge that went bad. It doesn't take a rocket scientist to figure out that if there was no problem in the piping before why would there be a problem now. He leaves saying, "You need a plumber I will get in touch with American Home Shield and let them know. If you don't hear from them by the end of the day call them."
Surprise surprise surprise. Didn't hear from them so I put a phone call into them. Waited on the phone listening to their hold music for 48 minutes (3rd times a charm.) "Hello American Home Shield. How can we help you..." 3rd time explaining what the problem is and now within the 5 hours waiting for a plumber to call. Whatever the tech did the water is pouring out now and I can't stop it at all... trying to turn the fridge off, try to find the pipe leading to it, having to wait 48 minutes for an answer from American Home Shield for them to tell me they don't send out plumbers although they can recommend somebody.
Seriously this was a drip every 3 seconds to start. Now it is full force spray out that I can't keep up with. Had to wait for my husband to come home to crimp the line. 4 by 4 patch of brand new wood floors and they say it's a secondary problem and call my homeowners. Oh by the way second visit from the dishwasher to find out after he made the leak worse and replaced the wrong part the dishwasher still isn't fixed.
Thank God for the third guy. Did I say 3 times a charm... What is the reason for having this Home Warranty Insurance when the headache and none educated in the field you have them out for only is going to make things worse. Fridge still not fixed, floor warped so bad you can trip on it. Never Again... I warn you not to take it out either.
MEMPHIS, TENNESSEE -- I wouldn't even give this horrible company 1 star. I had an AC Company come out, who I have paid my $125 service call fee to them the last 2 times they came out. Finally came out to install a new unit for us. A few days after the service I receive an email stating that I was not supposed to pay the service company and that they will be charging my card. I was never told not to pay the company like I had been and they charged my card the $125 service call fee. I got in touch with an agent who told me she would process a credit request for my account and that I should see the credit in 7 days. That was the best she could do for me apparently.
A week goes by and I never received a credit. I got in touch with an agent who told me she did not see a credit on my account and that it only takes 3 business days for a credit to show up and that I should have received it by now. She puts me on hold to get in touch with the agent to see how she process my credit and to make sure she did not. After waiting 30 minutes on hold I was told she got in touch with the agent that helped me previously and that the request was processed and that I should be receiving it either later that day or tomorrow morning. She also told me she would follow up with me in the morning to make sure I received my credit back on my card.
The next day comes and I never receive my credit or a phone call. I call that evening to speak to a lady that I demanded to speak to a supervisor. She transfers me to what sounds like the exact same lady and tells me she is the account manager. I tell her my story and she then informs me credits take 15-20 business days (THIS IS THE 3RD NEW LIE I HAVE BEEN TOLD NOW), but that she didn't even see a credit even in processing status on my account because no one has reached out to the AC company to verify that I paid them in cash!
She put me on hold to call the AC company (even though it was 8pm at night and no one was going to be in their office). She told me she left them a voicemail to contact her back to get this issue resolved and that she would also email them. She told me she would also follow up with me in the morning to verify everything. I also got her name and number in case I did not hear from her.
The next day comes and I still never hear from anyone and no credit has been issued on my account. I call the number that was supposedly was this agents direct line only to be directed to a completely different agents voicemail. I call the AC company who tell me they have been having issues with American Home Shield and their owner had already been on the line with them very upset. She told me she would call me back shortly after she looked up my invoice to verify that I paid them cash so we could go from there. She also told me she never received a voicemail from American Home Shield regarding my situation. (LIE NUMBER 5).
30 minutes go by and the AC company calls me back to tell me they will be issuing me a check to take care of my issue because they did not want to deal with American Home Shield anymore. I told them I was very upset with them as well, and I am currently waiting for the AC company to send me a check for $125 service fee they were apparently not supposed to collect from me at the time of service.
NOTTINGHAM, NEW HAMPSHIRE -- Submitting a claim with American Home Shield always runs very smoothly and they react very quickly. In fact, my last claim was in the repair stages within 24 hours. It was for the pressure gauge and holding tank on my well pump. However, they did not have a representative in this area who could do that kind of work and I have somebody, because I've lived here for a lot of years.
So I got my own contractor to do the work and paid $1,250 for their service. I called AHS to get reimbursed and the AHS representative spoke to the contractor while he was here and got the story on what happened. Unfortunately, and this is nobody's fault, the rep had to write it down because all of the computer systems were down and that was on a Friday. She told me that when the techs finished doing what they had to do, she was going to call their office and speak to them again.
I told her that I had an issue with that because the contractor already got the money. And if the AHS rep will call them later on and get voicemails, the contractor's not going to call her back. If it was AHS' people that they have a contract with, that's a different story because they have an agreement but they had none with the people that did the work for me. However, I knew it's policy and it had to be done. I was also trying to give her some feedback on this but I knew it was not going any further. She was not rude but she just doesn't care.
The thing that really stinks about it all is that the work wasn't covered which I have a problem with. Especially, since I paid extra to have my well pump covered, because we have our own well. It is kind of ridiculous because without the pressure gauge and holding tank, I have no water. Those are the brains of the well pump and that's exactly how the plumber described it to me. Moreover, the pressure regulator is not something that breaks a lot because it's covered undercoating and lasts for a really long time.
Also, this is a brand new house for us but when we bought our own policy, it's not looked at like a new house even though we bought the policy the month we bought the house. However, if the previous owner had bought the policy, they take into consideration that the new owner inherited some broken things without realizing it. We've only been here since fall and the well pump had to be broken when we got here. It just took that long for it to finally wear out and die. That's been going on for years for it to get to the point that it did.
I've had two other claims for my washing machine and dishwasher. Those experiences went fine but their policy was to repair something until they can repair it which resulted in them spending more money. I could have bought a new washing machine and dishwasher for what they had to pay to repair those items, which is silly. Especially with my washing machine, I really went back and forth with them on it because it is 30 years old. It's been fixed now but I know it's going to break again because of its age. But in talking to the contractors, they said that's pretty typical.
YARDLEY, PENNSYLVANIA -- I requested repairs through my warranty company, American Home Shield. They put me in contact with the repair shop. The repair shop called to set the appointment and said they would be at my house tomorrow between 10 and 1. Perfect. That was easy. Or so I thought. They didn't show. I called to see where they were and the ignorant ** on the phone said she meant to say Saturday not Thursday. They came out Saturday and did some work to my central air. It cost me $305. The air stopped working again Saturday night.
I called the repair shop, no answer. I called the warranty company Sunday and after a 45 min wait I was told that the repair shop has 48 hours to get to my house for a re-call. Nobody called me Monday to confirm so I called the service shop. They told me Wed or Thurs for an appointment. I called the warranty company back, waited another 45 minutes to talk to someone. They told me again, the policy is 48 hours for re-calls. I said I need another repair shop because the last one can't get out until Wednesday or Thursday.
The warranty company tried to explain to me that when they say 48 hours, they mean 48 business hours. Meaning there are 8 business hours in a day and they had 48 hours of business to come back out. I almost fell off of my chair. 2 business days now means 6 real days because there are only 8 hours of business hours in a day. WTF? This woman was the supervisor and she was seriously trying to convince me that a business day isn't Monday-Friday, it's 8 hours of Monday, Tuesday and Wednesday. 24 hours = 1 business day.
They said they would send another service company but I would have to pay my deductible again. Obviously that's not happening. They said based on their crazy made up "business day hours model" the repair shop was following guidelines. As I'm speaking to the supervisor, I searched reviews for the company they sent out. I asked if they took feedback from their customers before considering calling the services they provide preferred. She said "We don't listen to reviews." There were nothing but bad reviews and a 1-star rating for this company.
One review describe a man that was squared up and ready to punch a woman while holding a baby. Ironically it was the same guy who came to my house. If this company uses these types of people/criminals to do service, I think I'll pass. I have canceled my warranty. I recommend you do the same and or avoid them and do your research first.
FRISCO, TEXAS -- I recently filed a claim with American Home Shield for my pool. They had to replace the electronics that burned out. It was the most difficult claim I had as it took 90 days for it to get repaired due to the incompetence of the vendor. They kept getting a part and telling me the part was bad. It took three weeks each time to get the new part, and they went through three different sets of parts before they realized that it was something else. They finally brought all the connectors and detectors out, which they should have done early on.
They found out that it wasn't the transformer, but the circuit board that had gone bad. They kept telling me that they'd be out in a couple of days. It was 30 days later when they finally came out and fixed it, and then the repair they did was shoddy at best. I ended up having to remove things and remount stuff because it was so poorly done. Now, the equipment is fine. They wanted me to sign off on it, and I told them I'm not signing off until it runs for 48 hours after waiting 90 days. I also asked them to show me every single component and how each works before they leave. They weren't happy about that and said it wasn't their job.
Everything is in working order. I was a little miffed that it is not a like-for-like replacement. The system I had before was much more complex and involved, and this one is about as bare bones minimum as I can get. In fact, I contacted Home Shield a couple of times and they asked if I wanted them to get me another vendor but I didn't want toi start all over again.
Normally, the vendors would come out, find the problem, and fix it. We had a couple of air-conditioning work calls this year. The guys came out in a day or two and everything was fine. It was exactly what we would expect. The claim for the pool was ridiculous.
It's too much trouble to get a service. We have been in the sense of dropping the service because of these types of issues. Sometimes, when I call, a contractor comes out after four or five days. We don't like it but understand that as long as they're confident and can identify the problem right away, that's all we care about. That's what all we expect out of any contractor that comes out.