American Home Shield Overview
American Home Shield has a 1.4-star rating, derived from feedback provided by 4500 customers. In the Insurance category, it secures the 1th position out of 868 companies.
Rating
Contact Information
Website
www.ahs.com
Phone
(888) 682-1043
889 Ridge Lake Blvd, Memphis, Tennessee, 38120, United States
American Home Shield Reviews
Anonim
Total dissatisfaction
If I could rate them less than one star I would. Their contractors are second rate, and they are not local. I have tried for 4 weeks to have a simple plumbing issue fixed. I have just given up and cancelled the contract.
Kraig
Failure to fulfill contract
I have been waiting to get a hot water heater fixed for 3 months. The current one was installed by an AHS contractor in 2016 who no longer works with your company. After I waited 6 weeks AHS notified me that they could not find a vendor and gave me permission to do so. I quickle found a vendor who diagnosed the issue and discussed it at length with your representative, After hearing nothing for 2 weeks I called and was told I would need a second opinion that AHS would arrange. That person came out this morning and stated that they could not complete the diagnosis as the gas was disconnected, which was done by a previous vendor for safety reasons. I was present while he discussed it with a representative whom he told that they need to move forward with the repairs with my vendor. I am now being told that is not happening and I have been waiting 30 minutes to speak to an escalation specialist which the rep initially refused to forward me to. I am extremely upset. I have 4 contracts with AHS and have been a costumer for over 2 decades. This may be a new low for me in dealing with AHS. Please assist.
Eloise
Resolved: American Home Shield service
Updated by user Aug 27, 2023
Company resolved the issue.
Original review Jul 28, 2023
We contacted American Home Shield that our air conditioner drip pan was linking. We are now on our 5th day in 96 to 100 degree weather without air conditioning. We have had to make contact with the company. They have not reached out to us at all. Each time we called they always said they were looking for someone to repair our air conditioner. They fourth day I called I told the representative the problem and I didnt want the same runaround and he is checking to see if we can contact a technician. This is the fifth day and we are still without air conditioning.
Tina
Complaints (real bad one)!!!
I cant reach the authorization department to resolve my service issue. My air conditioning unit broke in AZ and the temperature is over 110 degrees. I have to stay at hotel but no one responded to the request after one week and there is no email contact either. It is not acceptable for what AHS has done. They dont honor the service contract and continue to play games with the customers. I am very upset. I am going to spread my words to the rest of friends and family. I also will report to the state of attorney and BBB.
Masi
Horrible Company
The Ac issue started by June 3rd and requested to repair. A technician came and fixed it, but the next day it didn't work. I called a few times, the technician and AHS, to follow up. Then he came by June 9th and turned the AC off and said it should be replaced. He said that AHS should contact you about this. I was waiting a few days for AHS to contact me, but they didn't. Finally, I called them, and they said technician didn't say the estimate to us yet. To keep it short, I called the technician and AHS multiple times. Finally, they emailed me on June 27th and said the estimate is in the process and will order the part. I called them every day to follow up with the process, and they said everything is in order but on July3th , they said the technician estimate was not complete, and they asked for another estimate. Just like before I called them every day to follow up the process and finally on July 10 they said that ordered the part and it will arrive on July 17th. Since July 17 I called them twice a day and they said the technician is supposed to pick up the parts. Every time I called AHS they left me on hold and they spoke with technician and hes going to pick it up. Also they said that emailed to technician as well. Finally yesterday AHS told me they ordered the wrong part and they should order again. This morning I talked with AHS supervisor and he said they have to reorder the parts because it was wrong the first time but they couldnt give me an exact time when the order will arrive and the problem will be fix. This is the whole story with AHS. This is the reason why I said AHS is horrible company. It has been more than 40 days we have been without air conditioning in the warmest time of the year.
Jaivion
Is there a less than 1 to rate this company. Poorest customer service I have ever encountered.
I waited over a year to get an A/C unit replaced. First company AHS sent came and said they would be in touch. Never heard from them. AHS told me that that company was unable to service my unit. The second company they "picked" never contacted me. Found out they went out of business. Finally the third company was able to help me. AHS asked that company why they were calling about an A/C in November! Haha The third company explained that this started in June of 2022! I called today (7/18/2023) to cancel my contract! What a joke. Such a runaround. The first representative wanted to know why I was cancelling. Transferred me to the Cancellation area. This person again asked why I was cancelling. I told them that I was not giving them that information. It was an invasion of my privacy. Put me on hold to process the cancellation. Came back and told me the cancellation was processed and he needed to read to me the cancellation information. Told me I owed them money for cancelling. Immediately sent me an email showing the amount I owe AHS. Really? I think not. Funny how quickly this was done. I composed and email asking for detailed information on how they came up with the numbers that they did. I want them "to show their work" (just like in school). There is no email address anywhere on the website. I called to get an email address and got the runaround again. They needed to know my contract number, my name, my address, etc. The person I spoke with hemmed and hawwed and just could not give me an email address. She put me on hold and when she came back it was the "so that I can better assist you, I need to know some details"... NOT That right there tells me that this company has a lot to hide. If they cannot display/provide an email address that is an indication they do not want to hear from their customers. Every time I call their company, I get the "all of our representatives are assisting other customers..." I have spent more time on hold with this company than any other company, even a hospital or doctor's office! And trying to understand the representatives is a challenge. "Promised" return calls are never returned. Never able to talk to a Supervisor. This company is terrible to work with.
Rocky
Waiting
I put in a service request on jun.28 got a call on the first from wrights applance which was 312 miles away why would they do that ? I e called everyday since the 3 rd to speak to a supervisor and some car did not put in the request and no supervisor has called me not even AHS has not called me to give me a status. Does it really take 23 days to find a ac tech? Me and my wife are disabled and live in central Texas which has been 107 degrees this past week and 112 yesterday we can't go get a hotel because of fixed income from disability and can't pay for a teck to come out some one please help Thanks Rocky
Anonim
Vendor Change request Water Heater
Vendor Change Dispatch to reference # 24680**** Vendor (All Clear Services LLC) American Home Shield contract # 63116**** I hope this letter finds you well. I am writing to file a formal complaint regarding refusal to allow me to select an alternative vendor for the repair of damages covered by their insurance program. I believe that their actions are unjust and infringe upon my rights as a consumer.. On 07/10/2023, I experienced my water heater leaking large puddles of water, for which I promptly contacted American Home Shield to initiate a service, they arranged for a vendor to contact me and he had me consent for a virtual review of the damage, which lasted onl 10 minutes. However, I strongly believe that during this brief interaction, I was taken advantage of, and the recommended vendor's services do not align with my best interests. Despite my concerns and dissatisfaction with the vendor selection, American Home Shield has refused my request to choose an alternative vendor, citing contractual obligations or other reasons. This denial of my right to select a vendor of my choice is both unfair and unreasonable, as it compromises the quality and integrity of the repair process. I would like to bring the following points to your attention: 1. Limited Virtual Review: The virtual review conducted by All Clear Services LLC was significantly brief, lasting only 10 minutes. Considering the complexity and extent of the damage, it is implausible that a thorough assessment could have been made within such a short timeframe. 2. Feeling Taken Advantage Of: During the virtual review, I sensed that I was being taken advantage of. The recommended vendor's qualifications and reputation do not inspire confidence, and I strongly believe that their services may not effectively address the extent of the damage. 3. Right to Choose: As an insurance company, I have the right to select a vendor that I trust and have confidence in. By denying my request to choose an alternative vendor, American Home Shield is infringing upon my rights and limiting my ability to ensure the best possible outcome for the repair process and causing the time frame it has taken to continue further damage. I kindly request the following actions to address this matter: 1. Investigation: I urge the Attorney General's Office to conduct a thorough investigation into the practices of American Home Shield regarding their denial of vendor change requests. I believe this issue may be indicative of a broader pattern of unfair treatment towards policyholders. 2. Enforcement of Rights: I request that the Attorney General's Office intervene and ensure that American Home Shield respects the rights of policyholders to select a vendor of their choice, provided that the chosen vendor meets reasonable qualifications and standards. 3. Resolution: I seek a resolution that allows me to exercise my right to choose an alternative vendor for the repair of the damages covered by my insurance policy. This resolution should ensure that my best interests, as well as the quality and integrity of the repair process, are adequately protected. I trust that the American home shield will take this matter seriously and pursue a fair and just resolution. I appreciate your attention to this complaint and look forward to your prompt action. As my water heater is still broken and leaking large amounts of water on my concrete. It has been over 72 hours and not resolution. Accept lengthy phone calls with empty promises. I have contacted the Connecticut Attorney General with my formal complaint. Thank you for your time and consideration. Yours sincerely, Constance Harris
Barbara
Complaint
To whom it may concern, Our family has been a customer with American Home Shield for a very long time. My complaint is that we put in a request to have have our refrigerator repaired on March 10. It's been leaking and the ice maker has stopped working. 3 Boys Appliance was assigned to us. They made the initial visit and have ordered the parts. It's been 4 months and our refrigerator has still not been repaired yet. We've tried contacting 3 Boys several times, but either they don't answer the phone or their voice-mailbox is full. We've had to contact AHS in order to get any type of update. At first, we were told that the company is waiting for the parts. When we called towards the end of June, we were told that we will be receiving a replacement since it was taking a long time. When we called to find out the status of the replacement about a week later, we were told that we should hear back from 3 Boys by Friday, July 7th regarding the ordered parts. Still haven't heard from either AHS or 3 Boys so we called again today (07/11/ 2023), and now the representative told me that they have to have the technician recommend that the refrigerator needs to be replaced. I told her it doesn't make any sense because that's not what we were told initially. Now we're being told that the parts should be in by the 16th of this month. I asked if they do not come in on this date what will happen, and the representative didn't give me an answer. We can't get any straight answers or a reasonable timeline as to when we can receive any resolution to our issues. This is unacceptable and ridiculous. I asked the representative if there is anyway we could be compensated for what we have been dealing with for the past 4 months and the representative told me that the lead person told her they can't compensate us in any way. We are very unsatisfied with how we've been treated regarding this issue. We are very unhappy with the way we've been treated by American Home Shield and will be looking for another warranty comany for our household needs if this isn't resolved in a timely fashion.
Rudolf
Air conditioner taking forever and still not repared
1. I started having issues with my home AC unit in March. We had a few hot days and my AC wasn't cooling. I called AHS for service and a service provider was dispatched. After inspecting the unit the service provider diagnosed the problem as low on Freon. My cost in addition to the $100.00 service call charge would be, I believe $200.00. I needed my AC to work and paid the additional money. 2. It got cooler for a while and my AC worked OK until the heat came back. After about a month the same problem happened. I called AHS and was advised that because 30 days had expired I would have to pay another $100.00 service call charge. I did and the same service provider returned. This time I was advised the AC coils had to be cleaned and the cost would be around $800.00 as this is not covered under the AHS protection plan. 3. An alarm went off in my head as I have the system serviced annually. No indications on any of the write ups from San Jose Air indicated a problem. I called AHS and told them I wanted to get another opinion as to the problem as I didn't trust the diagnosis made by the last service provider. Their original diagnosis and repair did not resolve my problem and that I have had my AC serviced annually. I was advised that AHS needed to have one of their contracted companies do the second opinion and that if diagnosed differently their would be no charge. Burleson AC arrived and after a few minutes advise that the compressor was broken. In fact as soon as the technician got out of his van he could hear the loud noise coming from the compressor. I asked if the coils needed cleaning. Taking the cover off the compressor he stated it looks clean and is not the issue. We looked at the air handler and it was also relatively clean. I saved myself an additional $800.00 by getting the second technician to look at the AC. 4. It took a could of days and I got an update from AHS that I needed to pay Burleson an additional $2000.00 for non covered items. Freon would be needed and AHS's max reimbursement is $10.00 per pound.. I paid the $2000.00. It took AHS almost a week for AHS order the part after I made the payment. 5. It is now July 5, and the compressor still hasn't arrived. I have called AHS time after time and asked to escalate the order. Most of the times a supervisor wasn't available, I was promised a call back that never came. Three commitments were made as to the delivery date, all passed without delivery of a compressor. Today, after two separate calls to AHS I was given the UPS tracking number and told it would be here on Friday, this for the third time. I took a few minutes to investigate myself, and got the following on the UPS tracking site. Last Updated: 07/05/2023 9:15 A.M. EST Shipment DetailsShipment DetailsShipment ProgressShipment Progress 07/03/2023 8:30 P.M. On Hand at Destination Orlando, FL, United States 06/29/2023 1:48 P.M. Consignee delayed delivery Orlando, FL, United States 06/29/2023 11:19 A.M. Out for Delivery Orlando, FL, United States 06/16/2023 12:02 A.M. Confirmed Arrival Orlando, FL, United States 06/15/2023 4:05 A.M. Documents received from shipper Dallas/Fort Worth, TX, United States 06/15/2023 4:05 A.M. Date Available to Ship Dallas/Fort Worth, TX, United States 06/15/2023 4:00 A.M. Departure Dallas/Fort Worth, TX, United States 06/14/2023 4:21 P.M. Received into UPS possession Dallas/Fort Worth, TX, United States 06/14/2023 12:01 A.M. ETD from Load Port Dallas/Fort Worth, TX, United States Want to see more? With UPS My Choice you can see your full 6. What does "Consignee delayed delivery?? I called UPS and spoke with a service representative. I was advised that the package, the compressor, delivery was on hold because of a wrong phone number for Burleson. That they tried to deliver twice but Burleson was closed, probably for the 4th of July Holiday. The biggest crux is that if I didn't followup with a 5 minute phone call with UPS the compressor would have probably not have made it to Burleson by this Friday either. - Hopefully it will be here tomorrow, I am sill waiting. 7. The compressor finally arrived yesterday at Burleson AC. However its missing the parts for the AC company to replace my compressor. I was advised that AHS is going to order the needed parts? With their ordering process I expect it to be another week before the part goes out. This is unacceptable. I have started to escalate this lack of progress in getting my AC working correctly.
Rudolf
Taking forever to get AC repaired
1. I started having issues with my home AC unit in March. We had a few hot days and my AC wasn't cooling. I called AHS for service and a service provider was dispatched. After inspecting the unit the service provider diagnosed the problem as low on Freon. My cost in addition to the $100.00 service call charge would be, I believe $300.00. I needed my AC to work and paid the additional money. 2. It got cooler for a while and my AC worked OK until the heat came back. After about a month the same problem happened. I called AHS and was advised that because 30 days had expired I would have to pay another $100.00 service call charge. I did and the same service provider returned. This time I was advised the AC coils had to be cleaned and the cost would be around $800.00 as this is not covered under the AHS protection plan. 3. An alarm went off in my head as I have the system serviced annually. No indications on any of the write ups from San Jose Air indicated a problem. I called AHS and told them I wanted to get another opinion as to the problem as I didn't trust the diagnosis made by the last service provider. Their original diagnosis and repair did not resolve my problem and that I have had my AC serviced annually. I was advised that AHS needed to have one of their contracted companies do the second opinion and that if diagnosed differently their would be no charge. Burleson AC arrived and after a few minutes advise that the compressor was broken. In fact as soon as the technician got out of his van he could hear the loud noise coming from the compressor. I asked if the coils needed cleaning. Taking the cover off the compressor he stated it looks clean and is not the issue. We looked at the air handler and it was also relatively clean. I saved myself an additional $800.00 by getting the second technician to look at the AC. 4. It took a could of days and I got an update from AHS that I needed to pay Burleson an additional $2000.00 for non covered items. Freon would be needed and AHS's max reimbursement is $10.00 per pound.. I paid the $2000.00. It took AHS almost a week for AHS order the part after I made the payment. 5. It is now July 5, and the compressor still hasn't arrived. I have called AHS time after time and asked to escalate the order. Most of the times a supervisor wasn't available, I was promised a call back that never came. Three commitments were made as to the delivery date, all passed without delivery of a compressor. Today, after two separate calls to AHS I was given the UPS tracking number and told it would be here on Friday, this for the third time. I took a few minutes to investigate myself, and got the following on the UPS tracking site. Last Updated: 07/05/2023 9:15 A.M. EST Shipment DetailsShipment DetailsShipment ProgressShipment Progress 07/03/2023 8:30 P.M. On Hand at Destination Orlando, FL, United States 06/29/2023 1:48 P.M. Consignee delayed delivery Orlando, FL, United States 06/29/2023 11:19 A.M. Out for Delivery Orlando, FL, United States 06/16/2023 12:02 A.M. Confirmed Arrival Orlando, FL, United States 06/15/2023 4:05 A.M. Documents received from shipper Dallas/Fort Worth, TX, United States 06/15/2023 4:05 A.M. Date Available to Ship Dallas/Fort Worth, TX, United States 06/15/2023 4:00 A.M. Departure Dallas/Fort Worth, TX, United States 06/14/2023 4:21 P.M. Received into UPS possession Dallas/Fort Worth, TX, United States 06/14/2023 12:01 A.M. ETD from Load Port Dallas/Fort Worth, TX, United States Want to see more? With UPS My Choice you can see your full 6. What does "Consignee delayed delivery?? I called UPS and spoke with a service representative. I was advised that the package, the compressor, delivery was on hold because of a wrong phone number for Burleson. That they tried to deliver twice but Burleson was closed, probably for the 4th of July Holiday. The biggest crux is that if I didn't followup with a 5 minute phone call with UPS the compressor would have probably not have made it to Burleson by this Friday either. - Hopefully it will be here tomorrow, I am sill waiting. 7. The compressor finally arrived yesterday at Burleson AC. However its missing the parts for the AC company to replace my compressor. I was advised that AHS is going to order the needed parts? With their ordering process I expect it to be another week before the part goes out. This is unacceptable. I have started to escalate this lack of progress in getting my AC working correctly.
Matthew
Unresolved Service Request
I have been a customer of AHS for several years and currently have four different properties with contracts. Most of my experience has been positive with your company with one glaring exception that needs to be re-opened and resolved immediately or I will need to consider legal action regarding this matter (and yes I am aware of the arbitration clause in the contract). I opened a service request for our Samsung refrigerator ice maker in July of 2022. The issue was that the ice maker was making ice at a rate only about a quarter of the speed as stated by the manufacturer and as the fridge had originally operated since we purchased it. That original problem has never been resolved and the situation was made worse over the course of the service visits since. Over the last year we had more than five different companies sent out by AHS (over 15 visits) across three separate work orders to try and resolve this (July 14, 2022, Nov 2, 2022, and March 27, 2022). Currently our ice maker is in much worse shape than it ever originally was as the ice maker not only is still slow, but it now won't fully close, makes slush, is stuck in crush mode, leaks water, and the water could potentially ruin the finish on the fridge and our wood floors. Over the course of these 15 or so visits, multiple parts were replaced, including the majority of the ice maker on two separate occasions by two separate companies. It is unclear to me why AHS continually changed the company doing the servicing, and in one of my conversations with AHS the representative agreed that it seemed to be a mistake that this was happening. The last company that AHS sent out - Ukon Appliance - showed up and stayed for less than 5 minutes after I explained that multiple other companies had already worked on the ice maker and had attempted to make repairs and had replaced the entirety of the ice maker twice. They left a copy of a work order with me and the man said he would need to talk to his manager to determine next steps. The company then reported back to AHS that this was an original manufacturer defect which is in complete contradiction from his notes on the work order. Further, this company has a reputation of not only being horrible but being accused of fraud in conjunction with companies like AHS where they show up and simply report this back to collect their service fee. My wife and I have tried contacting this company for more than a month to get their explanation of why they reported this and left over 30 voicemails. Not a single one has been returned. The company doesn't even have a monitored phone, it sends you directly to a voicemail. Their physical address on the website is not an office, it is a residential apartment building. Their rating on yelp is only 1.5 stars. This company's report of an original manufacturer defect is a complete lie as they knew first hand that the ice maker had already been replaced per their own paperwork that they left with me. AHS also knows this is the case given that multiple companies have already tried to work on the ice maker - there are records of parts that have been ordered and replaced multiple times across the three different service requests (even though this all stems from 1 issue that was never resolved). Given all of this AHS needs to re-open this immediately and provide resolution for this issue per the contract or I will be forced to seek legal action and cancel all my current contracts with AHS.
Barnell
Resolved: My appliance has not been repaired
Updated by user Jul 31, 2023
Company resolved the issue.
Updated by user Jul 31, 2023
After 3 different repair men in which 1 truly believe he was soliciting fir his own business....but now they have agreed to replace my ge washer with a new one. Just received the new one on 7/29/23 so after some frustrating trips to the laundry mat it's finally resolved!
Original review Jun 30, 2023
2 tech visited my home in 3 visits and no one repaired it my appliance its taking too long to get an answer why not
Joy
Inept and Non-Responsive Contractor
Updated by user Jun 28, 2023
Second Update: Contractor’s office employee called this afternoon (6/28/22) and said we didn’t need a different dispatch number, which is contrary to what AHS told me yesterday. She also said it would not be necessary for them to return to our house for another...
Updated by user Jun 27, 2023
First update: During a conversation with AHS today (6/27/23) I was asked to call them back within 4-hours as they were escalating the complaint and I should have updated information available. When I called them back this evening, nothing had changed! During the...
Original review Jun 27, 2023
Order 21737**** was issued in April, 2023 for our heat pump. Frog Pro Services stated "the blower control shorted in the copper line set; txv not regulating the refrigerant, causing unit not to cool". We approved the additional charges for the repair and after multiple calls to the contractor they finally set a repair date. On the date of the repair, the contractor said he "jiggled the valve and added a little freon and it worked", so no additional repair was required. He prefaced that by saying we may still have a leak and if so, he'll have to come back out for the repair. Order 23683**** was issued on June 12, 2023 for the same problem we had in April. The contractor returned to the house (after an additional $125 service call) on June 16th (please note, the website information is incorrect and states we were scheduled for a service call on June 26th. Frog Pro told me via phone they made an error and input the wrong information in the system). The freon had all leaked out, and again the A/C was not functioning. We received no verbal assessment from the contractor, but assumed the original assessment from April would carryover for our heat pump repair. We requested additional freon during the service call to hold us over with A/C until the repair could be completed. Our Platinum plan states unlimited freon at no charge, however, the contractor said he could not provide freon. I received one phone call from a Manager at Frog Pro Services on June 21st at 1:20pm. I was unable to answer the call, but I returned his call the same afternoon at 3:45pm and spoke with Hailey. Hailey stated the manager was out on a job, but she promised he would return my call sometime before the end of the business day. I have never heard back from Frog Pro Services, however, the AHS update states the contractor has been unable to reach me by phone. I'm still waiting on that return call from June 21st! I have contacted AHS almost daily since June 19th, and after each contact I've been informed they have called the contractor on my behalf. The contractor stated the assessment had been forwarded to AHS, however, AHS never appears to have the information. On Friday, June 23rd I was told by AHS Customer Service, they had received the assessment the prior evening, but they required 48-hours to review the documentation and I would have information by Monday, June 26th. On Monday, June 26th, AHS changed their story and said they hadn't received the assessment from the contractor. I am so fed up with all the run-around and misinformation. It is impossible to speak with anyone with more authority than the customer service representative. I was going to email AHS directly, but I noticed the email is sent to customer service, so that probably wouldn't yield any results different than what I've already received. I have requested on numerous occasions to have this recent claim forwarded to someone at AHS who tracks non-responsive contractors and was told this had been done, although nothing has changed with the status of my claim. I have also asked repeatedly to have a different contractor assigned to this claim, but each time I'm told it can't be reassigned before the repair assessment has been received and reviewed by AHS. I looked up the contractor online, and they have a very poor customer review rating (some stating they could give less than a 1.0 rating if possible). This contractor's unresponsiveness to other AHS claims has been documented by AHS customers. Why would AHS, who claims to protect their customers with "ease by taking the stress out of breakdowns", retain an inept contractor whom multiple customers have complained? I have no faith in the contractor who has been assigned to our claim and honestly don't trust them with any repair. I have spent $250 in service calls during a two-month time span on the same problem with the same contractor, with no resolution in sight. I had been holding the contractor responsible, however, I now feel AHS is also negligent in ensuring their contractors provide the services I pay for on a monthly basis (Platinum - ID# 62177****). I kindly suggest AHS step-up and provide the guaranteed service I agreed to at the inception of my contract.
Edwin
No help from overseas help desk
Updated by user Jul 15, 2023
AC died again about 2 weeks after review posted. AHS sent the same people, who took 3 days to turn up, who uncloged the drain again then left.
Original review Jun 15, 2023
For over a week we have been having issues w/ our air conditioning. You sent DJ's HVAC. Twice they cam and cleaned a drain and drain pan each time. The first time the air conditioner died in 2 days. I have asthma, we live in Southern Texas. Temps have been over 100. If you check reviews for the company you sent, they get alot of negative reviews, including accusations that they stole women's underwear. Why would you send someone like that into our home? Main concern, we hired a very reputable HVAC person yesterday, who said the pan is rusted and not level and the coil is not level. He did no work, just gave us an estimate, as we had no faith in the person provided by American Homeshield. In his opinion, if not fixed, the pan will will leak and ruin the ceilings and the air conditioner will fail. If the air conditioner fails due theses 2 things, it will than need a more costly repair around $4,800. Your service reps are no help. They read a script, same words over and over. When I ask to speak with a supervisor, I'm put on hold for 45 minutes with a promise the supervisor will call back that day. They didnt call back until I called them the next day. She kept repeating that I must use the company sent out and the air conditioning is working now so I can call back in 30 days if it stops. Your customer service is awful. The contractors are sketchy. This all make American Homeshield look very bad. I want a reputable company to come and fix the actual problem instead of someone who just ignores the actual problem and slaps a bandaid on it.
Bobby
Dispatch #20077****
After over a month of trying to work with the AHS customer support team via phone, I've been unsuccessful at getting a resolution for my home repairs. On 2/15/23, I filed a claim and paid the fees for repairs needed for my boiler (water heater/home heat, and my master bathtub water faucet. AHS assigned Richards Plumbing Service to my home, and I was contacted after a few days for him to come and inspect the two items. Upon his arrival, he didn't take anything apart to diagnose the issues. He asked what was happening with them, took some notes, and left. Over a week later, he called me and said that he had some parts and would be out to fix them. Upon arrival, he didn't have any parts for the bathtub and still didn't know what was wrong with it. He hadn't taken apart the boiler to determine that the igniter valve was bad but had requested that AHS pay for installing new plumbing for servicing the unit. After not diagnosing the issue, he told me he would have to order a new igniter and new parts for the faucet again. I also told him that the boiler was under warranty and that the manufacturer requires that the technician call them when making repairs to help diagnose the issues, or the warranty would be voided. He ignored my requests and told me he was ordering more parts and would reach back out later. By this point, we were three weeks into my boiler not working and my master bath valve not working. I'd been without heat and had a three-year-old. Considering it's Winter and we live in the mountains, it's unsafe not to have heat, especially with a baby. After expressing my concerns to customer service, they told me there was nothing they could do and because the technician had already been to my home, he was the only one who could service it. I told them that he was asking AHS to pay for parts that he didn't know were broken and that he'd request that AHS install service pipes that weren't needed. I also shared how he would void my warranty because he wasn't following the manufacturer's steps. Again, the agent wouldn't do anything. I asked to speak to a supervisor and was told that none were available because of the call volume but that I'd get a call from one within 24 hours. By that Sunday, the temperatures had dropped below freezing, and my family had no heat. Out of desperation, I called a local company to come out and take a look at the heat. Within 15 minutes, they diagnosed the issue, made a temporary fix, contacted the manufacturer, and ordered a new part. By Tuesday, the heater was working, and I was out $1,100 plus the $100 from AHS. Three days later, I called back and asked for an update. No notes had been taken, so the agent had no idea what I needed. Again, I was told the same thing and again asked for a supervisor. This time, the agent said that if I worked with her and did not speak to a supervisor, she'd refund my $100 and reassign a new technician. As you can imagine, I was furious that I'd been waiting over three weeks and still had no head, and now that I'd asked to speak to a supervisor, the agent wanted to "help." After talking to the supervisor, I was told she could do nothing and that the only option was for the previous tech to be dispatched again. I told them I did not want the technician in my home again and that I didn't trust him in my home or with my equipment. Today, I've paid AHS to send a tech that knew nothing about his work and was causing more damage than repair. I still have no hot water in my bathtub, and I cannot get someone on the phone with AHS willing or interested in helping. The agents on the phone barely speak English which causes a significant communication barrier and lack of empathy. To this day, I still have not heard from AHS and cannot get an English-speaking person to talk with me and my issues.