American Home Shield Customer Service Issues

I contacted AHS for a second quote from an air conditioning company, and they visited on Friday, 7/1, but have not followed up as promised by Monday. The lack of communication has left me without downstairs air for over two weeks, making my home extremely hot and uncomfortable. I am seeking either proper service or a refund promptly. It is frustrating to be ignored in such critical circumstances during the scorching weather here in Memphis. I urgently need to speak with a representative to address this situation. Thank you. Ms. E. Payne [redacted] Juniper Ridge Dr Memphis, TN [redacted] [redacted]

My stove's exhaust fan has been serviced five times, and even after the latest service today, it's still not working. The contractor was rude to my son and me. I need to file a complaint as I've missed five half-days of work trying to fix this ongoing issue. I believe the appliance needs to be replaced as this situation is unacceptable. I do not wish to have "Active Appliance" in my home anymore.

Last week, AHS sent a technician to repair my AC. The contractor installed a new blower/motor but discovered a refrigerant leak in the system and that the coils needed replacement, with a cost of $[redacted] for the leaked coolant. My AC, which is over 20 years old, has broken down three times in the past two years. If the contractor had identified the leaking coils earlier, AHS might have decided to replace the unit. Now, with the new blower in place, AHS insists the unit can be fixed by replacing the coil at my expense. I am faced with the dilemma of enduring the Arizona summer without AC or paying $[redacted] for a system that frequently needs repairs. My preference is for AHS to replace the unit altogether.

Since April 8th, my microwave has been unusable. A GE service technician came out and initially thought the door was the issue, but that didn't solve the problem. After another visit, he mentioned needing to order parts and said he would return in two weeks. Recently, I received a call from GE explaining that the parts are on backorder and might not arrive until June. I cannot wait that long. I believe American Home Shield (AHS) should replace my microwave or allow me to buy a new one myself. AHS's service has been disappointing, as I previously had to wait a long time for my refrigerator to be fixed and now my microwave is not working properly.

Hello, I am writing to express my disappointment with the $75 charge from Cooper Appliances. Initially, a technician visited on Tuesday and mentioned needing to order a part for my washing machine. However, today a different technician arrived without the necessary part and indicated that he was sent to inspect the machine again. Subsequently, he notified me that another part needs to be ordered, delaying the repair process for another week. I find this situation highly unacceptable as it has inconvenienced me to reschedule two appointments for the technicians' visits. I respectfully request that you refrain from charging me for any services provided by Cooper Appliances. Thank you, Shirley Shirley B. R. Ideal Accounting, Inc. [redacted] Tanglewood Dr. Sarasota, FL [redacted]

Our air conditioner stopped working on Tue, May 15. We requested service, paid the fee, and a contractor came out on Wed, the 16th. They found the unit needed a new capacitor and compressor, but the parts order didn't go out until Thu, the 17th. The repair was scheduled for Thu, the 22nd, but the compressor was faulty. Three technicians tried without success. We had to submit a new ticket as the issue was not resolved. It has been 15 days, and we are still waiting for the new parts amid an extreme heatwave in West Texas with temperatures soaring above [redacted] degrees. It's unbearable for our family of six, especially the kids. The delay and poor service have made our home unsafe and extremely uncomfortable.

I experienced an issue with my air conditioner in early June, which led to both the fan and furnace not working. After contacting AHS on June 4 and paying $[redacted] for the two problems, Airfast was sent to assist. However, the technician didn't return as promised due to a delay in ordering a power board. Despite multiple follow-ups, no progress has been made, leaving me without a functional HVAC system during heat waves. AHS should urgently assign a different HVAC company to resolve this. I feel let down by the service provided and hope for a prompt resolution. Please reach out to me at [redacted] (home) or [redacted] (cell). Thank you, Paul Yanok

Since June 12, [redacted], I've had a service request for my central AC, yet as of July 1, [redacted], it remains unfixed. The technicians who visited were unfamiliar with repairing my outdated unit and have failed to submit their diagnosis. Despite my efforts to provide the name of an outside contractor willing to assist once AHS submits a service request, each representative claims they cannot send another technician until the original one sends the diagnosis. These representatives repeatedly put me on hold for 10 to 15 minutes attempting to reach the prior technician, who never responds. I've reached the limit of my patience and am considering canceling my contract with AHS. It's incredibly frustrating and inconvenient that despite voicemails and emails, AHS hasn't arranged for someone to fix my AC during this sweltering weather.

I submitted a service request for my central AC back in June **, ****, and as of July *, ****, it still remains unfixed. The technicians who visited were unfamiliar with my outdated unit and have not provided a diagnosis despite my numerous requests. I have found an outside contractor willing to fix it but they need a service request from AHS. Unfortunately, each representative I speak to insists on waiting for the initial technicians' diagnosis before sending someone else. They constantly try to reach the previous technicians without success, leaving me on hold for extended periods. This situation is exasperating, and the delay in resolving my AC issue may lead me to cancel my contract with AHS. Despite multiple attempts to obtain the diagnosis from the previous technicians, AHS has yet to send an alternative technician, making the current living conditions uncomfortable due to the hot weather.

I am reaching out to address a problem we have encountered with the company sent to service our air conditioning unit. We reported the issue on June 4th and had a service technician from Total Air Care visit on June 15th due to a leak affecting our downstairs neighbor. It took over a week for them to respond to our initial request. After assessment, a new drain pan was deemed necessary, and we waited for approval from AHS, which came on June 20th. Since then, we have faced delays and miscommunication regarding the part acquisition and additional charges approval. Despite providing authorization on June 22nd, we have been told repeatedly that they are awaiting our approval. We have communicated our urgency multiple times, but have not received a call back or resolution from Total Air Care. Tenants in our residence are considering moving out due to the prolonged lack of air conditioning, prompting us to purchase window units at our expense. This delay has caused significant frustration, considering we completed necessary preparatory work weeks ago. We urgently need this issue resolved. Despite understanding the approval process, the month-long delay is unacceptable. I urge prompt attention to this matter and can be reached at [redacted]. My husband, Matt, can be contacted at [redacted]. Thank you for your assistance. Kelly A.

On 6/15/18, I requested service for my Central AC account, which was assigned to ATR. Upon checking the system valves, they found lots of corrosion, and one valve was broken, requiring replacement to proceed with a nitrogen leak test. After my account was transferred from AHS to River City around 6/20-6/21, ATR called on 6/23, but I had to inform them of the transfer. River City inspected the system on 6/28 at no charge, discovering a faulty outdoor unit valve leaking and seized, with the unit showing rust and more issues, recommending replacement. After calling River City on 7/2 to inquire about their return, I learned AHS had transferred my account back to ATR. ATR now insists on payment for freon upfront, despite discrepancies in the amount needed. AHS promised reimbursement for a portable AC up to $[redacted], yet the lowest price available was $[redacted]. With an unexpected bill of $[redacted].79 due to this AC ordeal, I seek full reimbursement for the portable AC cost from AHS as a partial solution. The lack of communication and account transfers have caused frustration and uncertainty throughout this process with AHS and the service providers.

On 6/18, I requested AC maintenance from AHS. Total Air Care was sent by AHS on 6/20, discovering a part needed replacement. On 6/29, when I called AHS, they had just received the technician's report - a delay of nine days. On 7/2, Total Air Care called but I missed it. When I returned the call on 7/3, I was promised a prompt response which didn't happen even after 7 hours. Being 8 months pregnant in Louisiana with daily temperatures of 85° or higher at home is unacceptable. I am frustrated and urgently need to be contacted. The phone system with over a 30-minute wait time is also not acceptable.

Subject: AHS Central Air Conditioner Replacement Delay Contract Number: [redacted]02 I reached out to AHS regarding a central air conditioner issue on June 18, [redacted]. TSS, the service provider, confirmed the need for a replacement unit. After agreeing to cover additional costs, AHS was to order the new unit. Upon following up on June 22, [redacted], AHS stated an estimated delivery date of June 28, [redacted]. Unfortunately, as of today (July 5, [redacted]), TSS has not received the new unit. In my recent contact with AHS to track the order, they mentioned there is a delay and advised to wait for the delivery. During the call, I faced multiple hold times and disconnections. While I understand the standard procedure, being a loyal customer for over 20 years, I expect prompt resolution to have the new unit installed as per the warranty terms, especially during this challenging heat wave. Your assistance in resolving this matter would be greatly appreciated. Thank you.

I'm inquiring about coverage for my second property located at [redacted] Elcaso in Quemado Lake, New Mexico, [redacted]. Initially, Ben, one of your sales representatives, mentioned that you cover it, but another representative later expressed uncertainty. I enrolled this property 2 to 3 years ago, paid monthly fees for a brief period, and was informed upon calling that this location isn't covered. I was advised to find a contractor, prepay for parts and labor, and then your company would assess for potential reimbursement. I appreciate your service and would like confirmation regarding coverage at this address. I seek clarity to ensure coverage. Can someone assist me with this matter? Thank you, Charles C.

The company you hired to repair my AC was disrespectful of my time and overcharged me incorrectly. I know we are supposed to pay $80 per pound, but their conduct was deceitful. During the compressor repair, the technician first stated I had 9 pounds of coolant that could be reused. However, in front of me and the owner, he suddenly claimed it was 14 pounds, resulting in a bill over $[redacted]. After enduring a month without air conditioning and having them work late into the night, I am reevaluating the value of my home warranty. This entire experience has been disappointing and the company they sent is the worst I have encountered. It's crucial that you reconsider using them in the future.

Dispatch number #[redacted]12 Address: [redacted] E. Pine Valley Rd., Scottsdale, AZ [redacted] Names: Michelle M., Haines M., Nick G. Consolidated Mechanical was approved to perform the air conditioner repair. Someone at Consolidated expressed concerns about payment from American Home Shield, stating they needed confirmation. Despite being initially authorized for a second opinion, it was arranged for Consolidated to proceed with the repairs. I have contacted customer service and authorization, both confirming that Consolidated will reach out. Please provide guidance. You may reach me at [redacted]. Thank you, Michelle M.

I am experiencing an issue regarding a denial letter I received from your claims review department. Despite sending a detailed email with supporting documents, I have been redirected through multiple calls to India, having to repeat my story each time. None of the phone numbers provided lead to an escalation department, and the confirmation number I was given, [redacted]36, is not recognized by any operator. This level of customer service is disappointing, and I may need to seek resolution through social media and the BBB to have my concerns addressed.

Concerned Individual: I am writing regarding my recent experience with AHS and the handling of my plumbing emergency. On Friday, July 20th, I reported a flooded home requiring emergency service. Despite my urgency, I was informed that there was a 24-hour wait for emergency service. Fearing for my family's safety, I arranged for two other companies to assess the situation before AHS could send a plumber. On Saturday, July 21st, a cleaning service arrived promptly, but it wasn't until today, July 22nd, that the AHS plumber conducted an inspection. To my dismay, I was informed that another specialist would be required to detect the source of the damage, causing further delays. As a customer who relies on AHS for emergencies like this, I am deeply disappointed by the delayed response and the lack of efficiency in addressing the issue. This situation has left me without a resolution for days, impacting my family's plans and disrupting our yearly gathering that we have been looking forward to. I urgently request that AHS expedite the resolution of this issue to restore my home and provide a timely solution for my plumbing problem. Your prompt attention to this matter is greatly appreciated. Thank you, Ubaldina von Campe

I had an experience with South Placer Heating and Air that I need to share. The technician who visited my home for an issue only took temperature readings in different areas of the house. He attributed a 28-degree difference between my wall and thermostat to the wall being colder, which seemed odd. Despite my concern, he quickly dismissed any venting issues. I requested to speak to his supervisor, but he was in a rush to leave for another job. I made sure to note on the service form that I was not satisfied and seeking a refund for the $75 service call fee and $[redacted] service charge. I've now been directed to a different AC company that requires attic flooring for access. Given the hot weather, I urgently need a resolution. Unfortunately, my recent call to South Placer Heating and Air ended abruptly after a long hold and explanation of my situation, with no callback.

I'm disappointed with the air conditioning service provided by AHS. On their website, the process described for an AC service call is not what I experienced. AHS informed me that for a proper diagnosis, ductwork, AC mechanical issues, thermostat problems, and electrical problems, I need to schedule separate service calls, each costing $75. Additionally, if an opening needs to be made and then closed, that requires two more service calls. Each of these calls deducts $[redacted] from my $[redacted] annual HVAC cap. This seems excessive and unreasonable compared to a local HVAC service that could handle all these issues in one visit for $[redacted].70, excluding creating and closing up an access hole. I am seeking a refund and cancellation of my AHS contract.