American Home Shield Customer Service Issues

My heater has been out for 2 days, and a service rep from Circa Mechanicals informed me he sent details about the broken heater to you more than 2 hours ago. He mentioned I might need to pay for modifications, but according to my contract, Section E-3 clearly states it is fully covered. Despite what was mentioned by the person at your office earlier today regarding potential charges, Section H-8 specifies that AHS is responsible for replacing equipment with similar features, capacity, and efficiency, not necessarily matching dimensions, brands, or color. The rep only needs to disconnect the old unit and set up the new one without any additional work. I anticipate this matter to be resolved promptly today.

I submitted a service request for my malfunctioning refrigerator at 10 a.m. on July 17, [redacted]. I received a notification from AHS that A/C & Appliance Specialist, Inc. would handle the service. However, when I called their number, I reached a full voicemail that didn't allow me to leave a message. I also sent a text which was not answered. It is disappointing that in this day and age, I have not been able to reach them. It's currently 5:55 p.m. and I have only heard from AHS via text, not from the contractor. It's frustrating that urgent issues like this are not being addressed promptly, especially when food is at risk. I have now contacted another contractor who has promised to follow up on Saturday.

My name is Doris J. and my contract number is #[redacted]-[redacted]-[redacted]. We had a new outside unit installed in June [redacted] and needed to pay for servicing in June [redacted]. Additionally, I had to spend $[redacted] out of pocket to fix issues caused by the first technician, on top of the $[redacted] for service. Now, the part that the initial company installed inside the house is freezing up, causing ice to form and drip onto my utility room floor. Despite my calls, I have not been able to speak to a representative. My area is not cooling once again, but I refuse to pay more money since this issue is not my fault. I will seek legal assistance as I am frustrated with the situation. This is urgent due to my asthma. I request a call back at [redacted]. My address is [redacted] Bailey Ln., Salisbury, MD [redacted].

I have been a loyal customer of American Home Shield for 3 to 4 years. I always make sure my monthly payment is automatically deducted on time. Recently, I encountered issues with my air conditioner and refrigerator, and $[redacted] has been taken from my account without any repairs being done. Despite calling multiple times, I have not been able to reach a helpful representative. I am frustrated with the lack of communication and assistance. I am seeking a resolution as soon as possible as I am a senior citizen on a limited income. I hope someone can address my concerns promptly. Thank you. (J. C., Agreement Number - [redacted], Telephone number is [redacted], Augusta, Georgia.)

My elderly parents reside in Summerville, SC and have held an American Home Shield policy for many years. Both facing health issues, they encountered a pressing situation when their dishwasher leaked. The assigned technician from Star Services, a company contracted by AHS, declined to wear a mask and demanded payment. Following an attempt to reschedule, my mother was informed that no mask-wearing technicians were available until the end of July to inspect the appliance, shifting responsibility for the workers' lack of masking onto her. This neglectful situation poses a threat to their well-being. Unfortunately, my parents have since tested positive for Covid-19, though it cannot be definitively linked to the technician; they had been isolating at home.

I am extremely disappointed with my experience with American Home Shield. Our property address is 26 Overlyn Court, The Woodlands, TX [redacted]. The phone number on the account is [redacted]. My email is [redacted] We have been loyal customers for over 20 years and are frustrated with the lack of service. We reported a faulty kitchen faucet in June, paid $75 on our credit card for the service, but the issue remains unresolved. Numerous promises to find a solution have not been fulfilled, the most recent being on Thursday, July 16. If our problem is not addressed this week, we will have no choice but to cancel our contract and share our negative experience on social media. I urge American Home Shield to act promptly.

Our refrigerator stopped working a month ago. After AHS arranged for a technician who couldn't fix it, we were sent to another service. However, they could only schedule a visit in two weeks. The technician refilled the freon and mentioned a possible small leak sealed by the freon. It worked well for 10 days before failing again. Contacting AHC and the repair company today took most of the day. We requested a recall on the work order, but the repair company said the earliest they could send someone is in another two weeks. This would leave us without a working refrigerator for a month and a half. AHS should expedite the repair, assign a different company to fix it this week, or consider replacing the refrigerator.

I submitted a service request on 06/30/[redacted], but they couldn't fix it due to parts being unavailable. I haven't received any follow-up calls, so I contacted customer service. After waiting for an hour, they advised me to reach out to the purchase department, which I couldn't get through to yesterday after a 55-minute wait. Today, I spoke to the resolution center, and they promised to contact me, but I haven't heard from anyone yet. I'm currently waiting on hold with the purchase department at [redacted] (option 2) for 1 hour, 53 min, and 9 sec. I have five contracts with your company, and I feel like the level of customer service I'm receiving isn't fair. What are your employees trying to achieve? - Elif P.

We submitted a service request in August [redacted] for a Hydronic Water Heater at [redacted] E Ocean Blvd. #[redacted], Long Beach, CA [redacted] under FlexPlan #[redacted]92 expiring on 03/07/21. The $75 deductible was paid. Despite challenges finding a contractor who handles Hydronic Water Heaters, due to the urgency of the situation with the tenant lacking hot water for weeks, we engaged Pete's Plumbing locally to address the issue. They followed your authorization process, providing Authorization #: [redacted]92, Approval #: 460CNAM, Invoice #: [redacted] for $[redacted].09 along with their W9 for payment. Unfortunately, Pete's Plumbing has not been compensated by American Home Shield for the invoice and has now escalated to collections. Multiple attempts to resolve this with AHS have failed, leading to concerns about the impact on credit. Urgent resolution is needed. Please contact me at [redacted] or email [redacted] for further assistance.

On July 4th, our central AC/heat pump suddenly stopped working. We promptly contacted our home warranty company and lodged a claim. Unfortunately, we were informed that there were already [redacted] service requests ahead of ours, leading to an estimated one-week wait for assistance. Given my husband's age of 73 and his health issues including COPD, enduring temperatures of [redacted] degrees was extremely challenging. After persistently following up with the warranty company, we received reluctant permission to engage another HVAC provider at our own expense, with the promise of reimbursement that has yet to materialize. The alternative company confirmed the irreparability of the unit and proposed a replacement. However, communication hurdles between them and the home warranty provider caused significant delays. Subsequent opinions yielded similar conclusions, yet securing approval for the necessary replacement or repair remains elusive despite multiple calls and pleas emphasizing the urgent health implications of the situation. As we await a third evaluation nearly three weeks later, our makeshift cooling methods are barely sufficient for my husband's health needs given his reliance on oxygen therapy. The lack of empathy and prolonged delays from the warranty company, despite years of faithful payments, have left us in a distressing predicament.

I scheduled an AC repair with ATR General Services in June. They visited on 6/19 and said things were fine, but my AC still wasn't cooling. They returned on 7/9, suggesting it might be the thermostat. After calling to have it replaced on 7/15, I found out there was no record of the appointment. Rescheduled for the next day, then for tomorrow, but they still couldn't find it and required another work order. A different contractor from Neblett Contracting inspected it, mentioned it needed cleaning, but left without fixing it. With the scorching temperatures and no resolution since June, the service has been disappointing. The lack of communication and long wait times for assistance are frustrating; I'm considering canceling my contract and finding a more reliable company.

I am known as Ronnie P. residing at [redacted] Stampede St in Corona, CA. I have spent a total of 4 hours on the phone dealing with Accord Appliances and Home Shield's Customer Service. I am frustrated because despite paying $70 a month for the Home Warranty and a $[redacted] deductible, none of my issues have been resolved. I feel like I am wasting both money and time, with a total of 5 hours spent on the phone. Two months ago, I requested to have my stove top repaired. The technician from Accord Appliances came but did not fix it. I paid a $[redacted] deductible, and he mentioned they might replace parts or the stove top. However, there was no follow-up until I brought up my dishwasher issue. In addition, my dishwasher had a problem with draining water. I paid another $[redacted] for this, and the technician mentioned ordering parts, only to inform me later that my dishwasher is not covered under the warranty.

To the Customer Service Team, I have experienced immense frustration trying to reach AHS about my cooktop issue. I have made numerous calls, enduring long wait times of up to 4 hours, without success. Despite being promised short wait times of 15 minutes to 1 hour, the reality is far from it. My problem has persisted for over a month due to difficulty scheduling service. Despite repeated attempts to contact the appliance option department, I have been unable to secure assistance and have received no follow-up. Despite reaching out via chat for help, I was simply told to continue waiting. My patience is wearing thin. Please assist promptly. Contract # [redacted] Dispatch # [redacted]

I have a contract with American Homeshield for maintenance in my home. I reached out for service on 3 bathrooms, specifically needing attention for 3 toilets, 3 vanities, and 3 faucets due to possible leaks. However, the service technician only focused on one toilet as per the service order he had, and advised me to contact American Homeshield to correct the order before abruptly leaving. I contacted the company multiple times asking for a resolution, but I never received a call back. The representative said the mistake was on their end and that I needed to speak to the agent who wrote the incorrect order. Despite being promised a call back from a supervisor, I never received one, yet they deducted a $75 fee from my account. I am unsure how to proceed - should I insist on rectifying the service request or cancel the order and request a refund? This experience has left me considering canceling my contract altogether due to the lack of proper service and communication from American Homeshield.

Subject: Follow-up on Plumbing Service Request I want to bring attention to my recent plumbing service with Wiese Plumbing, Heating & Drain in Norton, Ohio. On May 29, [redacted], Tyler from Wiese addressed a slow drain issue in my home and mentioned that the overflow ring needed replacement. I have reached out to customer service three times since then, with no progress on the recommended repair. Each time I inquire, I am informed that they are awaiting feedback from Wiese Plumbing. I contacted Wiese and was told they are waiting for Tyler's report to ASH. I am simply seeking clarity on whether the repair can be completed. It's now July, and despite my efforts, the issue remains unresolved. I have Mr. Rex Tibbens' email and would appreciate his investigation into my repeated calls to customer service and the lack of action taken. Thank you for addressing this matter promptly. Sincerely, P. J.

I am struggling to reach the appliance department. I waited for hours on multiple days without success. I was advised to contact ahs to discuss my microwave purchase, which is a drawer style and expensive, around $1,[redacted]. However, my attempts to reach them have been unsuccessful. When I finally got through to customer service, they mentioned a backlog of over [redacted] calls. A callback system would have been appreciated. Due to the challenges posed by Covid-19, I understand the delays, but as a consumer, it's frustrating. I am considering buying a new unit out of pocket and arranging the installation myself. Your assistance would be greatly appreciated. Regards, D. Wagner

I experienced an issue with AHS's accounting department earlier this year, which left me quite frustrated. Although I managed to resolve that problem, I faced another challenge this month in July [redacted] when my water heater burst and started leaking. It took three days for a plumber to arrive and assess the situation. After taking a photo of the damaged water heater, the plumber mentioned they would try to expedite the replacement. I contacted AHS the same night, and they informed me that the plumber had 24-48 hours to provide a report, excluding weekends. Meanwhile, water continued to leak from the ruptured tank, causing significant damage to approximately 40% of my living room floor. It seems like my past complaints might have triggered delays intentionally, as the water damage and consequential expenses keep escalating due to the apparent inefficiency in processing the replacement.

In early May, I reached out to American Home Shield regarding our Samsung refrigerator leaking water. After a 46-minute hold, I scheduled a repair service for May 29th. The repairman came, diagnosed the issue, and ordered parts, informing us of four incoming packages for repairs. Over weeks, only three packages arrived, and the leaking persisted. I had our own handyman stop the water supply. Eventually, a different repairman in late June/early July concluded the fridge was unfixable due to internal leaks. Despite being promised a follow-up from AHS, I received no communication. Multiple 50-60 minute calls to AHS ended abruptly, leaving us without answers. I have now resorted to contacting AHS online for resolution. Requesting a replacement or reimbursement, my attempts to resolve the matter with AHS have been unsuccessful. Please reach out to resolve the situation promptly. Thank you. Richard P. Majka.

Last week on 7/21, a technician came to inspect my Samsung refrigerator due to the ice-maker leaking, causing it to freeze up and stop the fans. After assessing it, the technician deemed it unfixable and suggested a replacement or a cash option. He took pictures and assured me that the issue was reported to AHS. However, despite the promise of contact within 48 hours, I have not received any updates. I reached out to customer service on July 24th, and they acknowledged the situation but forwarded me to the Appliance Purchase department. Unfortunately, after being on hold for over an hour, no one assisted me. The provided number, 1-[redacted], directed me to press #2 for assistance. Today, I tried calling again at 11 am and have been on hold for 2 1/2 hours with no response. My account number is #[redacted]32, and the service number is #[redacted]62. I am simply seeking a replacement for my faulty refrigerator or the cash option for a new purchase, as it seems unrepairable.

Regarding Contract Number: [redacted] Address: [redacted] Malabar Rd Trabuco Canyon, CA [redacted] I recently noticed that my contract was automatically renewed without my consent. A charge of approximately $[redacted] from AHS appeared on my credit card yesterday. As I am unable to afford this expense, I kindly request the cancellation of my AHS contract under the specified contract number and the reimbursement of the transaction amount to my credit card. Despite numerous attempts to contact you by phone, I have been unsuccessful in reaching your cancellation department. Your customer service representatives have been unable to transfer my call accordingly. I am becoming quite frustrated with this situation. Therefore, I would greatly appreciate it if you could promptly cancel the service and refund the charges. Thank you, -Ram