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!
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.
MEMPHIS, TENNESSEE -- Over the course of a year, I spent more than $1100 on service calls (over and above the premium for the AHS warranty) before the failing water heater was eventually replaced. Part of the blame for the high cost of the service calls is on the contractor sent by AHS. My first complaint with AHS is that it took four service calls before they agreed to replace the water heater.
The first service call occurred in 2016 when the gas valve controller was replaced. But within a few months the water heater was exhibiting the same symptoms. When it started exhibiting the same symptoms within a few months, this should have been the proverbial red flag. Instead a different service contractor was sent, who had to go through the steps of try the simplest fix. If that doesn't work, try something else. If that doesn't work, escalate to something else. And so on and so on...
My second complaint is the pitiful options offered by AHS after they finally agreed to replace the water heater. One option was to continue using their service contractor for whom I was told there would be $825 in ancillary charges. The other was to accept a cash payout of just under $700 and hire my own contractor. A little leg work determined that the cost would be at least $1200 and up to $1500.
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.