American Home Shield - Page 6

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.

This review is for American Home Shield. I'm in the midst of my first experience with American Home Shield. Our furnace began making a loud bang when it turned on, so I called to have it looked at. On January 2, I was assigned a contractor whom I spoke with that day (Tuesday). He said he would come Wednesday or Thursday, which was fine, since we did not feel this was an emergency but definitely something we should have checked out. He called me Wednesday and said he wouldn't be able to come until Friday. Would 10-12 be OK? I said no because my husband would like to be here and he had a doctor's appointment at 10. He said he would be here between 12-1, which I said would be fine. When it got to be after 1:00, I called him, and he said he said he had an emergency earlier this morning and wouldn't be able to come. He asked if tomorrow would be all right. I said no because he had already changed the day twice and we couldn't just sit around every day waiting for him to come. He said he wouldn't be talked to that way and I should find someone else. What way?? Because I wasn't going along with him?? I tried to call American Home Shield and, after being on hold for 23 minutes, the call was disconnected. Warning: not a good start and would currently not recommend. If my feelings change, I will write another review.

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.

GARDNERVILLE, NEVADA -- On August 15, 2017 we had a contractor come out from American Home Shield to figure out why only two burners were working on our stove top. They couldn't find the parts for our stove top so they sent us a new one. I have that stove top in my garage. They sent out three different technicians that were unable to install it. They finally, after being on hold for over an hour numerous times, they offered us $150 to put it in ourselves. Do we have any clue what it will cost to do that? Nope!

Looking at my bank account today they pulled out two different payments. They charged me twice in the month for my monthly contract. I am on hold as I type this for almost an hour! Very sad to see they have become a very difficult company to work with!!

I called for service for our garage door as the torsion spring broke. At the time I called the AHS representative they said the replacement spring was covered. When the technician arrived and contacted AHS they said that it was not covered. Unbelievable. Furthermore, the technician wanted $260 to perform the work that was not covered, including his service call fee. I agreed, thinking that AHS would refund the $100 service call fee or at least credit it to the account; not the case. Instead, I am now out of pocket $360 for something that should have only cost $220 with a reputable contractor. Do not use AHS or if you are an existing customer be very careful as they will change their story of what is covered. I will not be renewing my policy.

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.

CARLSBAD, CALIFORNIA -- I began with a small plumbing problem--damp spot on kitchen ceiling. AHS quickly turned a minor annoyance into a catastrophe. The technician who was sent (two days I called) made a huge hole in the kitchen ceiling. When he began cutting the hole, I objected, but he said not to worry--AHS would repair any damage done.

After poking his head through the hole, he found nothing. He then decided that the problem must be a bad wax seal on the toilet directly above, so he replaced the seal, turned the water back on, and left. The dripping immediately resumed. I examined the upstairs plumbing fixtures myself, found the leak where a toilet tank met the bowl, and called AHS back.

Two days later they sent a 2nd technician, who repaired the leak when I showed him exactly where it was (He had to make a run to Home Depot for some basic plumbing supplies). He, too, assured me that the damage done to the kitchen by the first technician would be repaired by AHS. Well, I just got off the phone with someone named Dewayne at AHS, and he told me that AHS will NOT restore the kitchen ceiling.

He actually said the following: "Read your contract. If a technician sent by AHS does damage to your home, even if it is due to incompetence, AHS takes no responsibility." Anyone can screw up. Honest businesses take responsibility for their mistakes. I am not impressed.