WASHINGTON, DISTRICT OF COLUMBIA -- WORST company ever to deal with. Waited on hold over an hour to discuss my account for the 2nd time. Decided to cancel since their service is terrible and despite saying you can cancel anytime I was charged $120 to cancel both accounts. I WILL NEVER be returning and will post this everywhere to ensure people know what they are getting into. Longest hold times of any company, poor contractors that come to the house, several times where they charged me double for service visits and having to wait on hold to get those rectified as waiting 90 days to get my money back.
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.
AHS is a scam. They claim they will pay for the big items like your A/C but will never actually replace it. They will instead send sketchy incompetent contractor to do cheap fix that will break after a few months and make you pay again and again, but will not actually replace your unit.
CARROTOWM, IOWA -- We currently have 2 homes in the trust and care of American Home Shield and are completely dissatisfied after having to utilize their services. Please read all reviews about this company before making a decision. We have made repeated attempts to address a promised warranted issue from this company they are now denying due to what they are now saying is our failure to follow their protocol during 114 degree heat emergency. Extremely dissatisfied customer.
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.
Please regard this as a warning to anyone considering entering into a contract with this company. In January 2015 I signed up for 12 month protection plans for two properties. During the 12 on this of these contracts, service was simply terrible.
Almost without exception, this company hires contractors who are in most cases incapable of repairing anything and in many cases come and collect their service fees and never actually complete the work. This situation got so bad that I simply stopped using them for repairs and paid other people to do the work as there was no point in paying the service fee to them when I was going to have to hire someone else to complete needed repairs.
Beginning in July 2015 I began to make complaints to AHS about the quality of their service. The phone reps were always extremely friendly and I am sure they wanted to assist, but sending a second incompetent contractor was anything but helpful.
From July to November I spoke to numerous AHS reps and send numerous emails to them indicating I did not want to renew my contract. In addition I made a formal complaint with the Better Business Bureau against AHS for their business practices. In November I actually got two new contracts in the mail thanking me for renewing. At that point I sent yet another email message emphasizing that I did not want to renew.
On 28 November 2015 I received an acknowledgement from them regarding my desire to not renew. Because I did not trust them, I contacted my credit card company to make them aware of the problem and initiated a block on charges from them beginning in January 2016. Upon returning from an overseas trip in February, I noted that I had been charged premiums for both properties in January. I immediately contacted my credit card company who applied credits to my account and informed me that although they did have a block against AHS, that it was not a 100% guarantee because companies had ways of getting around the blocks.
On 20 February, I received two email messages from AHS that my accounts were past due and that I needed to immediately make a payment or they would take collection action. I responded to them that I had not renewed my contracts and had correspondence from them acknowledging that from back in November. I also initiated another complaint against them with the BBB. This morning I received the same message I had received in November 2015 acknowledging that I had noticed them of my desire to cancel. I followed that up with a phone call to them (20 minutes on hold) and was assured that both contacts had been cancelled.
Please do not enter to any contract with these people. If you do, you will end up paying other people to either complete repairs or in some cases to undo damage done by their contractors. You will spend hours on hold waiting to talk to someone who while friendly will not be able to help you. And in the end, when you have had enough and try to cancel your contract, they will harass you and threaten you. If reading this saves even one person the aggravation of dealing with AHS, it will have been worth the time I spent writing it.
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 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.