American Home Shield Customer Service Issues

On May 6th, I submitted a dissatisfied review regarding American Home Shield to consumer affairs and BBB about our A/C unit. The unit was installed by AHS in August [redacted], only worked for one summer, and failed to turn on this year. After a company deemed the installation faulty, AHS agreed to cover only $[redacted] of the $[redacted] repair costs. Following my one-star review, Mr. Scott Robert from AHS contacted me to resolve the issue. He assured me that AHS would cover the entire repair. Despite this, when contacting the A/C company, they were unaware of any coverage. Communication with AHS via phone was frustrating as reaching a supervisor proved difficult. Attempts to contact Mr. Robert via email also yielded no response. As customers for over 10 years, this lack of communication and professionalism is unacceptable. Legal advice might be our next step as we are facing hot weather without a working A/C unit. I urge for a prompt resolution. Thank you, Wesley R.

I submitted a request for AC service with AHS in October. The initial repair did not solve the issue, so I requested a follow-up. However, the new technician was unable to diagnose the problem due to cold weather. I promptly informed AHS of the situation, inquiring about coverage despite my expired warranty. Despite being informed I would be covered given the circumstances of when the issue first arose, after speaking to various AHS representatives, including a supervisor, they now claim they cannot assist as I no longer have an active account. Today, I experienced call disconnections while discussing this matter with a representative, and subsequent attempts to contact them have been unsuccessful.

Hello, I am encountering difficulties with the service provided by AHS. I have been waiting for approval to repair my oven. The contractor inspected the oven and noted the necessary repairs. However, he incorrectly claimed that the damage to the oven door was due to something being dropped on it, which is not true. The oven was clean, and after use, it displayed a service message. When I tried to cancel it, the door cracked and shattered upon closing. Additionally, both ovens switch off simultaneously. The contractor identified a panel issue requiring replacement but neglected to mention the other problem. I urgently need assistance as I have been oven-less for nearly two weeks. Other service requests are also facing delays in approval. I seek support from the Executive team to address these issues promptly. The frequent service charges are becoming burdensome, and I am considering canceling my policy. I anticipate a response within 24 hours. Thank you for your help. Valencia S. [redacted]

Regarding our Homeowners contract, we requested service on 05/22/20 due to our refrigerator not cooling food. The technician arrived on 05/25/20 and diagnosed the issue as needing a new compressor. Despite his efforts, he has been unable to gain authorization for the part, keeping us waiting on hold for over an hour on 05/27/20. Despite a promise to email customer service for approval, we have not received an update. It's frustrating to pay the service fee upfront and still not have a functional refrigerator. We simply need approval to proceed with ordering the compressor. This situation is causing unnecessary stress, and we hope for a prompt resolution.

I placed a service order on May 26, [redacted], with American Home Shield, who promptly took the $[redacted] service fee. However, I faced difficulties reaching anyone for days. Eventually, I got an appointment scheduled with Greenway for May 30, [redacted], between 12:00pm and 5:00pm. Unfortunately, the service technician never showed up or called. After multiple attempts, a technician came on May 31, [redacted], stating the compressor was faulty and needed to report to American Home Shield. Despite numerous calls and being on hold for extended periods, I struggled to get a breakdown on the costs. I even tried contacting the company president and media department but to no avail. This situation is unbearable as it's hot in my home, and my health conditions require the service I am paying for. I visited the headquarters, but due to COVID-19, there was limited assistance. I urge for better customer service, especially during this pandemic.

When submitting a service request through AHS online, there seems to be a limitation as I am unable to report multiple issues within one category, such as Plumbing. I have encountered difficulties updating an assigned dispatch and adding to the work order before the repair person arrives. It appears that I am being charged two separate co-payments for each repair, whereas I believed there was a provision for three repairs per vendor under a single co-payment. It's frustrating that the online form doesn't allow for selection of multiple issues. Additionally, contacting the numerous phone numbers provided during the day is time-consuming. There is also no option for a Call Back service while on hold. I require a dispatch person to authorize the two repairs - Stoppage and Pipe Leak - to the assigned dispatch number via email before the repair technician arrives.

My washer broke, so I scheduled a service appointment with Sears. The technicians identified the issue but struggled to get approval from American Home Shield for the needed part. After enduring long wait times and background noise during phone calls, I was informed by AHS that Sears should be the one contacting them. Despite explaining the situation and the lengthy wait times, AHS insisted that Sears should handle it. They promised a call back within 24-48 hours, but it never happened. Three weeks have passed, and my family of six still has no working washer. Multiple attempts to reach AHS have resulted in hours of waiting with no resolution. The service delays due to COVID-19 are understandable, but the lack of assistance and communication from AHS is frustrating and disappointing.

Five weeks ago, I requested repair for my A/C split unit. The repairman visited three times without success, citing a leak in the coil needing replacement. AHS arranged for a second opinion, indicating initially that it was irreparable but later finding a replacement coil. Communication struggles arose between AHS and the vendor, with delays and technical evaluation due to a [redacted] BTU discrepancy. Despite assurances of a resolution by Monday, today further delays occurred. Requesting a supervisor led to being placed on hold and disconnected. Urgently needing either repair or replacement, as a senior with health concerns in a hot climate, the situation has become unbearable.

My elderly parents, who are 85 and nearly 91 years old, are being wrongly charged by American Home Shield for bills they have already paid. Despite showing proof of payment in an email, we have been unable to get a response from them. Multiple attempts to call have resulted in long hold times of over an hour for me and 45 minutes for both of my daughters. When we did manage to speak to someone, they acknowledged the mistake but the issue persists. They have provided conflicting contract numbers: [redacted]02 and [redacted]02. We demand that the balance reflects a zero amount owed and request a working phone number to speak to a representative directly.

I have been approved for a new range installation. I have attempted to contact the Appliance Division by phone on Friday and Monday but was placed on hold for over an hour each time. I would like them to reach out to me either by landline at [redacted] or via email at [redacted] Thank you.

On June 1st, I requested service (#[redacted]02) for my broken microwave, refrigerator, and dishwasher with American Home Shield (AHS). The repair service inspected the items and discovered that the dishwasher required ordering parts while the other appliances needed to be serviced by different repair providers. My account note (#[redacted]42) mentioned contacting the contractor to schedule an appointment. However, as of today, June 9th, I have not received any updates from AHS or Sears, the other contractor. All the items are still pending repair.

I have been on hold for over 1 hour and 49 minutes today. I requested to speak to a supervisor, but I was disconnected. I need assistance with getting my electric fixed as the electrician who came did not complete the job properly. This has been going on for over 2 weeks now. I would appreciate it if you could send an electrician to fix my pool pump tomorrow and have someone follow up because the current phone representatives seem indifferent. Thank you.

I'm seeking clarification on a service visit regarding my air conditioner from July [redacted]. I was informed that my system was in good condition without rust. Despite annual servicing, a different company suggested a new unit. I reached out to AHS for assistance. Following a recent tune-up, rust was found on the coils and pan in the attic, a new development in less than a year. AHS had previously inspected my air conditioner multiple times and confirmed its good condition. The other company believes my AC unit is nearing the end of its lifespan. I am looking to discuss this matter further with a representative.

My name is Marco Hernandez. In December [redacted], I requested service for my water heater, and the technician recommended replacing it with a tankless heater. I contacted ASH, who mentioned AHS would cover $[redacted] of the $[redacted] cost. I completed the installation and submitted paperwork to AHS multiple times, but haven't received the $[redacted] as of June [redacted]. My son suggests I get a lawyer, but as a Disabled Veteran, I trust AHS will address this promptly. My plan number is [redacted]42, and I reside at [redacted] Spindle Crossing, Virginia Beach VA [redacted].

I had been their customer for quite some time when I raised a claim about my ductwork falling apart. They collaborated with a vendor who failed to inspect anything in my house and unjustly accused me of cutting the ductwork. This led to my claim being denied. To make matters worse, neither the vendor nor their employee would respond to my calls, leaving me no option but to pay for the replacement myself. It turned out the ductwork was dry rotted after years, even though my home was built in [redacted]. Despite their promises of coverage regardless of appliance age, this company turned out to be a complete rip-off.

Account number [redacted]62, for Balis Burgess, can someone from AHS please arrange for a supervisor to contact me? I have been trying to resolve issues with my dishwasher service, which was performed by a technician who had language barriers and ultimately did not fix the problem. Despite my request to not assign the same company, M&M Electronics was given the service request again. I spoke to Adam at AHS to express my concerns but faced long wait times on the phone. Unfortunately, my issue remains unresolved as the dishwasher is still malfunctioning. It would be greatly appreciated if a supervisor could reach out to me promptly. Balis Burgess, at ([redacted])-[redacted]. Thank you for your assistance.

On June 9th, AHS dispatched a technician to assess my non-functioning air conditioner. Despite my one-week wait, the technician assessed the burnt cord in the system and mentioned it was not covered by the warranty, contradicting my contract. After I contacted AHS, they assured me they would send another technician once the current one closed out the work order. Three weeks without air conditioning have been frustrating, and my experience with AHS has been disappointing. Despite reporting the issue to the authorization department, their promised follow-up within 24-48 hours never materialized.

I need some clarification regarding my warranty contract. I am unsure if the broken hose spigot at the rear of the house is covered under the warranty. The plumber was unable to confirm and recommended contacting AHS for assistance. The contract language is unclear, and it may result in a $[redacted] charge along with the repair cost if it's not covered. After spending over an hour on hold, I decided to cancel the service order and requested the plumber to proceed with the repair. It seems apparent that more phone support staff are required, but AHS has not taken action on this matter. I am hoping for AHS to provide clarification on their coverage policies.

I am a 73-year-old single handicap veteran who purchased a warranty for my home on July 4, [redacted], to assist with maintenance. Despite multiple calls since June 16, [redacted], requesting a copy of my contract due to my non-access to the internet, I have not received it. My air conditioning has been out for a year, and without knowing the warranty details, I am unable to get it fixed. Each time I call, I face a 30-50 minute wait and am assured a copy will be sent, but it never arrives. Although they deduct maintenance fees promptly from my checking account, I cannot utilize the service. The company's lack of transparency and failure to honor their commitment is disappointing. I plan to involve my attorney and report them to the better business bureau. It's disheartening how companies exploit vulnerable individuals like seniors and disabled persons on fixed incomes.

Hello, my name is Kenneth Hamilton, and my contract number is [redacted]22. I have been attempting to cash out my contract with your company since May 27, [redacted], without success. I spoke with someone named "Kevia" in your retention department on that day, who instructed me to fax over proof of residency, which I promptly did. I am eagerly anticipating receiving the promised cash-out amount of $[redacted].00. Kevia mentioned that my last payment on 5-25-[redacted] would not be refunded and that $1.76 was still owed, which was promptly deducted from my account. Despite my efforts, I have been placed on hold for an extended period with no resolution. I am frustrated and simply seeking the agreed-upon cash-out amount today.