As a new customer of American Home Shield (AHS), I am extremely disappointed in the quality of service I have received from my very first claim. I own two properties and have contracts for both with AHS. My first repair was a dishwasher which required three visits from two different vendors and was finally repaired after I contacted AHS and complained that it had not been repaired satisfactorily the first time. More recently, I have experienced an air conditioning malfunction which the technician indicated was only a need to clear the line and then who actually failed to clear it which resulted in the unit overflowing and severely damaging the ceiling below the unit which I then had to pay to replace. This deficiency was reported to AHS who indicated that they would report it to their vendor relations office. Sadly, service has only gotten worse. On 31 May I initiated a service request for a refrigerator that had stopped cooling.
The dispatched vendor (A Superior Appliance) was not able to come look at it until five days later, which was disappointing. The technician inspected the refrigerator and indicated that the automatic defroster needed replacing and that it was a simple repair which required ordering a part but that the repair should be completed in 5 to 10 days max. After 3 weeks passed, we started attempting to contact the vendor. After leaving numerous messages which were never responded to, we finally actually got someone on the phone who indicated the part was on back order and we would be contacted when the part came in. We never heard back and after numerous additional calls, they finally returned with the part to complete the repair. The technician stayed 5 minutes and indicated that the wrong part had been ordered.
We once again contacted AHS and expressed our concern at the length of time it was taking and the difficulty we were experiencing contacting the vendor. We received a message from AHS indicating the part was due in in no more than 7 business days and that if we didn’t hear from the vender we should contact them directly. Again we heard nothing by that date, we attempted to contact the vender and got a message that the number was not taking calls. At this point I called AHS and spent 56 minutes waiting to talk to a customer service representative. She also attempted to contact the vendor and was unable to contact them or leave a message for them.
Within an hour, I received a call from a different repair company to schedule a service call to look at the refrigerator and determine what repairs needed to be done. Note that by the time they come, more than 7 weeks will have passed for a non-functioning refrigerator! On 16 June I contacted AHS requesting a plumber to clear a shower drain that was draining slowly. The vendor (Milburn Plumbing) was dispatched on 18 June and when they arrived they put chemicals into the drain and waited. Once it became clear that the drain was still draining slowly, they indicated that they needed to access the roof to clear the drain and that they were not qualified or equipped to do that and also that AHS did not cover that work. Because I am not a plumber, I accepted that and contacted another plumber who came by with in an hour and snaked the drain. Note that they did not need to access the roof and indicated that there was no need to do so, and completed the work in less than 15 minutes.
Clearly, I paid a qualified plumber to do work that a vendor sent by AHS was either unqualified or simply unwilling to do. The Milburn technician indicated no need for a service fee since they had not completed the necessary drain clearing and perhaps that is because they were aware that it was work they should have easily been able to complete. I am most certainly displeased to on numerous occasions have paid other contractors for work that should be covered under my AHS Home Warranty plan and was surprised to receive an invoice for $125.00 marked as past due for Milburn Plumbing. Especially since the Milburn representative had indicated that there would be no charge and gave us no paperwork and obtained no signature from us.
It has become obvious that AHS is not a very reputable company in that they have vendors who are not qualified to do the work covered under the warranty plans and yet customers are expected to pay them even when they are unable to do the work. Please note that because I desire to limit contact with AHS until my current contract expires and which I will most certainly not be renewing, I have paid the invoice in the amount of $125.00. Additionally, on 1 July I requested a plumber to repair a shower that was running full blast and could not be shut off. The vender (ASAP PLUMBING SERVICE #2) did not contact me, so I contacted them to find out when the earliest they could come by would be. They indicated that it would be at least four days! So much for ASAP. Once again, I had to contact and pay for another plumber who responded within hours, not several days.
I am now wondering if I am going to end up getting an invoice even though ASAP never contacted me and never actually scheduled an appointment. Also on Friday, 17 July (morning) I completed a service request via the AHS website to have someone come and look at my air conditioning which had stopped cooling. I received a message that the request had been dispatched and that I would hear from the vendor within normal business hours. I assumed that I would not hear from them until Monday and waited until Monday afternoon to contact them since I didn’t hear from them.
They verified my address and indicated that they would send a technician out on Wednesday and would contact me Tuesday to let me know a time window. I did not hear back from them so once again called them Wednesday morning to verify that they were, as promised, planning on sending someone out that day. I was informed that one of their technicians had a family emergency and that we had been rescheduled for Thursday. They also informed me that the technician would contact me Thursday morning and let me know the approximate time. Once again, the morning passed and we heard nothing. We again contacted them and were told the same technician family emergency story and that they might be sending someone out tomorrow.
Here it is, a week later and the vendor has not contacted me a single time and there is currently no confirmed time-frame which I can expect to, IAW the warranty I am paying for, actually have someone come and fix my air conditioning. This is Texas in July and I am a senior citizen and the temperature is between 95-100 degrees. Before I made the mistake of signing up with AHS, I could have paid a technician to come by the same day! My experience with this company has been frustrating and completely unsatisfactory. The only exception has been the customer service representatives who while clearly working at a disadvantage of trying to provide service to customers for a company that appears to care little for the quality of work they perform, but also for their reputation as a company, have consistency been friendly and courteous.
Almost 5,000 complaints and counting!!!! first of all look at the BBB scam here... you should believe them anyway as it as its a pay for play deal... https://www.youtube.com/watch?v=Yo8kfV9kONw&noredirect=1
now, about american home sheild and no customer service, phone lines never answered, website not functioning after login, unable to get a service request or contract to come in time, cant cancel contract either.
cant cancel onine and phone is never picked up to cancel.
i have been calling your phone # to get this bill resolved! we paid the service company on 6/16/15 for the $75 and it still shows unpaid in your system! also, our acct shows as past due, it is not. we have the correct cc# on file.
WE CANT DO A SERVICE REQUEST ONLINE DUE TO THE PAST DUE BAL SHOWING ON THE ACCT!!!!!!!!! THE CEILING IS ABT TO FALL IN!!!!! I HAVE BEEN ON HOLD 4 TIMES TODAY AND NO ONE PICKS UP THE PHONE!!!!!! 1ST TIME FOR 1 HR AND 10 MINS, AGAIN FOR ANOTHER 7 MINS AND 33 SECS AND THEN AGAIN I AM STILL ON HOLD FOR 17 MINS NOW AND COUNTING!!!!!!
WHAT THE HECK IS WRONG WITH YOUR COMPANY ????? CANCEL MY CONTRACT!!! AND FORGET ABOUT THE OTHER HOME I WANT TO ADD ON THIS ACCOUNT!!!!
THERE IS NO CUSTOMER SERVICE HERE.... AND YOU BILLING IS ALL SCREWED UP TOO!!!!!!!
I CALLED THE AC COMPANY FROM LAST WEEK AND THEY SAID THEY SUBMITTED WE PAID THE $75 SERVICE CALL to ahs, but AHS hasnt updated their website and accounting for ober a week!!!!!
I called American Home Shield the middle of march to report my central ac wa not working properly. It would not cut off and I had to manually throw the breaker on the unit in order to cut it off. They sent out a repair person whom I had previous contact with on my whirlpool refrigerator. He had done warranty work for whirlpool and he came claim to order a part and kept saying it was back ordered. Long story short he never showed back up or called me on the refrigerator and we had to get someone else to come out.
I was not happy about who they sent and I called and complained because he basically ignored what I told him was happening and replaced the thermostat and haulded butt. Well that did not fix it so I called and told them and they came back the next day. They claimed it was the control panel so the had to order it. A few days later they show up put the control panel in and that does not work either. So, they then opt to replace some kind of relay switch again, that did not work. Now they have came and taken the heater off and are rebuilding it.
Today they came to get it and said that a contractor that added a room on my house 8 years ago had ran the wiring for the room to the AC unit and that was dangerous. The dude with him said yeah that probably why this heater is not working right! Really?? After 8 years you think all of the sudden that the wiring is the issue?? No way! They do not know what they are doing is the problem. I a firmly convinced of that! They said they had not choice but to make a note of that. So, I am sure somehow or other they are going to try and say that is the reason I am having the problem but if it was then it would have happen way sooner than this.
I am very unhappy and have told AHS but as one guy said they just really could give a rip! So they will not have to worry about me renewing with them.
AHS was called for my A/C. The blower started making noise and rattling in the cage. AHS sent out Friedrichs A/C for the repair work. i explained to Friedrich what was happening with the unit. It ran for a while making noise then the blower motor locked up. Friedrich told me that the unit was very old and he would have to see if he could find parts for it. He charged me a $100 service fee and told me he would contact me the next day about the parts and schedule a day for the repair. i asked if the $100 would go toward repairs and was told yes.
i did not hear from Friedrichs the following day, 4/9/15, so I phoned them and left a voice message asking about the parts and repairs. They did not return my call. I phoned Friedrich again on 4/10/15. They still did not answer. I then phoned AHS about the service call. They kept me on hold for about 30 minutes then told me that the claim was denied.
Every reason they gave for denying the service was caused by a bad blower and bearings causing excessive vibration in what is known as the squirrel cage of the unit. AHS then told me I could get a second opinion from another one of their contractors and I would have to pay that contractor another $100 to come out.
i requested the use of an independent contractor that was not tied to them and I was told that this was not an option.
I feel like I've been scammed by my home warranty people.
Signed up with American Home Shield over phone. I have a small 900sq ft condo in central Florida. Signed up for "pick ten" plan. Told salesperson I have an AC unit with both cooling and heating function. Was told that was a heat pump.
over a year year later, AC System was running poorly so had a service call. Paid $100 and was told system running properly but coils could use a good cleaning. Not a covered item so paid $125 out of my pocket to have cleaned.
6 months later AC system breaks. Same service company comes out to have a look. Condenser is broken beyond repair. I think, great that I have insurance with AHS. Coverage denied because system is not a " heat pump" but an AC with heat strips. And I don't have coverage for AC.
After many conversations with company, I was still denied. And I still don't fully understand the difference between the two as both provide AC and heating all in one system. AHS employee -Derrick- said even though salesperson told me I had a heat pump, that those salespeople who advised me don't know difference between the two either and that it is up to me to know the subtle distinction between the two.
The primary reason for getting AHS was for my AC/he at unit. And I have been paying my monthly premiums for 18 months, I now understand for coverage of a heat pump- which I do not have. Money down the drain.
American Home Shield Corporation Reviews
As a new customer of American Home Shield (AHS), I am extremely disappointed in the quality of service I have received from my very first claim. I own two properties and have contracts for both with AHS. My first repair was a dishwasher which required three visits from two different vendors and was finally repaired after I contacted AHS and complained that it had not been repaired satisfactorily the first time. More recently, I have experienced an air conditioning malfunction which the technician indicated was only a need to clear the line and then who actually failed to clear it which resulted in the unit overflowing and severely damaging the ceiling below the unit which I then had to pay to replace. This deficiency was reported to AHS who indicated that they would report it to their vendor relations office. Sadly, service has only gotten worse. On 31 May I initiated a service request for a refrigerator that had stopped cooling.
The dispatched vendor (A Superior Appliance) was not able to come look at it until five days later, which was disappointing. The technician inspected the refrigerator and indicated that the automatic defroster needed replacing and that it was a simple repair which required ordering a part but that the repair should be completed in 5 to 10 days max. After 3 weeks passed, we started attempting to contact the vendor. After leaving numerous messages which were never responded to, we finally actually got someone on the phone who indicated the part was on back order and we would be contacted when the part came in. We never heard back and after numerous additional calls, they finally returned with the part to complete the repair. The technician stayed 5 minutes and indicated that the wrong part had been ordered.
We once again contacted AHS and expressed our concern at the length of time it was taking and the difficulty we were experiencing contacting the vendor. We received a message from AHS indicating the part was due in in no more than 7 business days and that if we didn’t hear from the vender we should contact them directly. Again we heard nothing by that date, we attempted to contact the vender and got a message that the number was not taking calls. At this point I called AHS and spent 56 minutes waiting to talk to a customer service representative. She also attempted to contact the vendor and was unable to contact them or leave a message for them.
Within an hour, I received a call from a different repair company to schedule a service call to look at the refrigerator and determine what repairs needed to be done. Note that by the time they come, more than 7 weeks will have passed for a non-functioning refrigerator! On 16 June I contacted AHS requesting a plumber to clear a shower drain that was draining slowly. The vendor (Milburn Plumbing) was dispatched on 18 June and when they arrived they put chemicals into the drain and waited. Once it became clear that the drain was still draining slowly, they indicated that they needed to access the roof to clear the drain and that they were not qualified or equipped to do that and also that AHS did not cover that work. Because I am not a plumber, I accepted that and contacted another plumber who came by with in an hour and snaked the drain. Note that they did not need to access the roof and indicated that there was no need to do so, and completed the work in less than 15 minutes.
Clearly, I paid a qualified plumber to do work that a vendor sent by AHS was either unqualified or simply unwilling to do. The Milburn technician indicated no need for a service fee since they had not completed the necessary drain clearing and perhaps that is because they were aware that it was work they should have easily been able to complete. I am most certainly displeased to on numerous occasions have paid other contractors for work that should be covered under my AHS Home Warranty plan and was surprised to receive an invoice for $125.00 marked as past due for Milburn Plumbing. Especially since the Milburn representative had indicated that there would be no charge and gave us no paperwork and obtained no signature from us.
It has become obvious that AHS is not a very reputable company in that they have vendors who are not qualified to do the work covered under the warranty plans and yet customers are expected to pay them even when they are unable to do the work. Please note that because I desire to limit contact with AHS until my current contract expires and which I will most certainly not be renewing, I have paid the invoice in the amount of $125.00. Additionally, on 1 July I requested a plumber to repair a shower that was running full blast and could not be shut off. The vender (ASAP PLUMBING SERVICE #2) did not contact me, so I contacted them to find out when the earliest they could come by would be. They indicated that it would be at least four days! So much for ASAP. Once again, I had to contact and pay for another plumber who responded within hours, not several days.
I am now wondering if I am going to end up getting an invoice even though ASAP never contacted me and never actually scheduled an appointment. Also on Friday, 17 July (morning) I completed a service request via the AHS website to have someone come and look at my air conditioning which had stopped cooling. I received a message that the request had been dispatched and that I would hear from the vendor within normal business hours. I assumed that I would not hear from them until Monday and waited until Monday afternoon to contact them since I didn’t hear from them.
They verified my address and indicated that they would send a technician out on Wednesday and would contact me Tuesday to let me know a time window. I did not hear back from them so once again called them Wednesday morning to verify that they were, as promised, planning on sending someone out that day. I was informed that one of their technicians had a family emergency and that we had been rescheduled for Thursday. They also informed me that the technician would contact me Thursday morning and let me know the approximate time. Once again, the morning passed and we heard nothing. We again contacted them and were told the same technician family emergency story and that they might be sending someone out tomorrow.
Here it is, a week later and the vendor has not contacted me a single time and there is currently no confirmed time-frame which I can expect to, IAW the warranty I am paying for, actually have someone come and fix my air conditioning. This is Texas in July and I am a senior citizen and the temperature is between 95-100 degrees. Before I made the mistake of signing up with AHS, I could have paid a technician to come by the same day! My experience with this company has been frustrating and completely unsatisfactory. The only exception has been the customer service representatives who while clearly working at a disadvantage of trying to provide service to customers for a company that appears to care little for the quality of work they perform, but also for their reputation as a company, have consistency been friendly and courteous.
Almost 5,000 complaints and counting!!!! first of all look at the BBB scam here... you should believe them anyway as it as its a pay for play deal... https://www.youtube.com/watch?v=Yo8kfV9kONw&noredirect=1
now, about american home sheild and no customer service, phone lines never answered, website not functioning after login, unable to get a service request or contract to come in time, cant cancel contract either.
cant cancel onine and phone is never picked up to cancel.
i have been calling your phone # to get this bill resolved! we paid the service company on 6/16/15 for the $75 and it still shows unpaid in your system! also, our acct shows as past due, it is not. we have the correct cc# on file.
WE CANT DO A SERVICE REQUEST ONLINE DUE TO THE PAST DUE BAL SHOWING ON THE ACCT!!!!!!!!! THE CEILING IS ABT TO FALL IN!!!!! I HAVE BEEN ON HOLD 4 TIMES TODAY AND NO ONE PICKS UP THE PHONE!!!!!! 1ST TIME FOR 1 HR AND 10 MINS, AGAIN FOR ANOTHER 7 MINS AND 33 SECS AND THEN AGAIN I AM STILL ON HOLD FOR 17 MINS NOW AND COUNTING!!!!!!
WHAT THE HECK IS WRONG WITH YOUR COMPANY ????? CANCEL MY CONTRACT!!! AND FORGET ABOUT THE OTHER HOME I WANT TO ADD ON THIS ACCOUNT!!!!
THERE IS NO CUSTOMER SERVICE HERE.... AND YOU BILLING IS ALL SCREWED UP TOO!!!!!!!
I CALLED THE AC COMPANY FROM LAST WEEK AND THEY SAID THEY SUBMITTED WE PAID THE $75 SERVICE CALL to ahs, but AHS hasnt updated their website and accounting for ober a week!!!!!
I called American Home Shield the middle of march to report my central ac wa not working properly. It would not cut off and I had to manually throw the breaker on the unit in order to cut it off. They sent out a repair person whom I had previous contact with on my whirlpool refrigerator. He had done warranty work for whirlpool and he came claim to order a part and kept saying it was back ordered. Long story short he never showed back up or called me on the refrigerator and we had to get someone else to come out.
I was not happy about who they sent and I called and complained because he basically ignored what I told him was happening and replaced the thermostat and haulded butt. Well that did not fix it so I called and told them and they came back the next day. They claimed it was the control panel so the had to order it. A few days later they show up put the control panel in and that does not work either. So, they then opt to replace some kind of relay switch again, that did not work. Now they have came and taken the heater off and are rebuilding it.
Today they came to get it and said that a contractor that added a room on my house 8 years ago had ran the wiring for the room to the AC unit and that was dangerous. The dude with him said yeah that probably why this heater is not working right! Really?? After 8 years you think all of the sudden that the wiring is the issue?? No way! They do not know what they are doing is the problem. I a firmly convinced of that! They said they had not choice but to make a note of that. So, I am sure somehow or other they are going to try and say that is the reason I am having the problem but if it was then it would have happen way sooner than this.
I am very unhappy and have told AHS but as one guy said they just really could give a rip! So they will not have to worry about me renewing with them.
AHS was called for my A/C. The blower started making noise and rattling in the cage. AHS sent out Friedrichs A/C for the repair work. i explained to Friedrich what was happening with the unit. It ran for a while making noise then the blower motor locked up. Friedrich told me that the unit was very old and he would have to see if he could find parts for it. He charged me a $100 service fee and told me he would contact me the next day about the parts and schedule a day for the repair. i asked if the $100 would go toward repairs and was told yes.
i did not hear from Friedrichs the following day, 4/9/15, so I phoned them and left a voice message asking about the parts and repairs. They did not return my call. I phoned Friedrich again on 4/10/15. They still did not answer. I then phoned AHS about the service call. They kept me on hold for about 30 minutes then told me that the claim was denied.
Every reason they gave for denying the service was caused by a bad blower and bearings causing excessive vibration in what is known as the squirrel cage of the unit. AHS then told me I could get a second opinion from another one of their contractors and I would have to pay that contractor another $100 to come out.
i requested the use of an independent contractor that was not tied to them and I was told that this was not an option.
I feel like I've been scammed by my home warranty people.
Signed up with American Home Shield over phone. I have a small 900sq ft condo in central Florida. Signed up for "pick ten" plan. Told salesperson I have an AC unit with both cooling and heating function. Was told that was a heat pump.
over a year year later, AC System was running poorly so had a service call. Paid $100 and was told system running properly but coils could use a good cleaning. Not a covered item so paid $125 out of my pocket to have cleaned.
6 months later AC system breaks. Same service company comes out to have a look. Condenser is broken beyond repair. I think, great that I have insurance with AHS. Coverage denied because system is not a " heat pump" but an AC with heat strips. And I don't have coverage for AC.
After many conversations with company, I was still denied. And I still don't fully understand the difference between the two as both provide AC and heating all in one system. AHS employee -Derrick- said even though salesperson told me I had a heat pump, that those salespeople who advised me don't know difference between the two either and that it is up to me to know the subtle distinction between the two.
The primary reason for getting AHS was for my AC/he at unit. And I have been paying my monthly premiums for 18 months, I now understand for coverage of a heat pump- which I do not have. Money down the drain.
So beware of AHS