American Home Shield Customer Service Issues

I am following up on the appointment request I made with agent Eman. He sent an email about something I couldn't understand. This request is urgent, and I expect all damages in the apartment to be covered by your company. Thank you for the service you provide, but I suggest considering a new company motto. Originally, my appointment was for Wednesday, but the agent cancelled and assigned a new contractor without scheduling a new appointment. The new contractor's earliest availability is next Friday. Why cancel an existing appointment for this confusion? I called your number and was told a callback would happen in 5 minutes, but received it after an hour. After waiting, a lady attempted to connect me to an agent, but after waiting another hour, I was never connected. This inefficiency is frustrating. Please consider improving your services for the sake of all customers.

I reported a leak in my pool filter to AHS about a month ago. Initially, a company sent by AHS claimed it was the lid, but my pool service professional disagreed. Upon requesting a second opinion, it was determined that the old unit had three leakage points. AHS agreed to replace it with an old stainless steel model. I have requested a payout nearly three weeks ago and despite making three follow-up calls, I have yet to receive a response. My pool is turning green due to the delay, and I am disappointed with the slow service. I urge for a prompt resolution as this is impacting me during the hot season. I hope to hear back soon. Mickie H.

I was informed by the contractor, All in One Appliance Repair, that the parts for my washing machine are unavailable. They advised me to contact AHS for further assistance in getting it replaced. I've attempted to reach AHS at 1-[redacted], option 2, but have experienced long hold times and disconnections after waiting for one to three hours. I urgently need AHS to contact me regarding the replacement of my washing machine. Please call me at [redacted] or email me at [redacted]

I'm worried about AHS contractors. I've been a loyal customer with coverage for two homes. Recently, I had a bad experience with an AHS plumbing contractor in Las Vegas, Nv. I would like to have the ability to choose A-1 Quality Care Heating and Air Conditioning (phone [redacted]) for my heating and air conditioning needs. They have been servicing my personal home for over 20 years with integrity. I trust their recommendations without reservation. It took five days to replace a water heater this week, which I find unacceptable for a two-hour job, costing me $[redacted].00 out of pocket. I urge AHS to mark my account so only A-1 Quality Care Heating and Air Conditioning can handle my heating and air conditioning systems. My address is [redacted] Sierra Sage St in Las Vegas, Nv [redacted].

I am requesting a copy of my American Home Shield contract for the property located at [redacted] Tall Pine Dr., Villa Rica, GA [redacted]. I am currently out-of-state and urgently need this document. I have attempted to contact AHS for the past three days, but the wait time on the phone is excessive. I do not have the contract number with me, so I am unable to provide that information. Please expedite the process by emailing or faxing me a copy of the entire contract. Additionally, if possible, please email me the annual premium amount and the expiration date of the current contract. I require this information promptly as I need to arrange for a contractor to perform repairs at the property. Thank you for your assistance.

My dishwasher stopped working, and Accord Appliance Services came to repair it. Unfortunately, they couldn't find the parts needed. I was told someone would contact me about this, but I haven't heard anything. I've been waiting on hold with Customer Service for over an hour now. My Dispatch ID# is [redacted]62, and my Contract # is [redacted]32. I have three policies with your company, but if it's this hard to get help, I might have to look elsewhere. It's frustrating waiting on hold for so long to speak with someone. Can you please call me at [redacted] to let me know what to do next? The home is rented, and the tenants are asking for an update. Thank you. - Deanna D.

I am very disappointed with the service I received from your company. It is midnight, and I have been on hold for over an hour, which is unacceptable. Two weeks ago, I had someone from Control Comfort ([redacted]) come to fix the air conditioning, and now it's not working again. Control Comfort asked me to contact you for a recall, as it has been less than 30 days, but I can't get through to anyone on the phone. I urgently need this fixed as it is [redacted] degrees here, and I am 76 years old and rely on oxygen. Your lack of response is frustrating, and I expected better from a company like yours. It's disappointing that there is no online option or email for assistance and the phone lines seem understaffed. I hope you can improve your customer service for others in the future.

I have been trying to get in touch with American Home Shield to cancel my account due to dissatisfaction with their service. On Wednesday, I waited on hold for a long time but was unable to speak with anyone. Yesterday, July 30, I managed to request a call back for when an agent was available, which can be hit or miss. Despite receiving a callback, I was informed that AHS' system was down, and I never heard back after that. Today, July 31, after starting my calls early, I was met with a message stating their system was under update and to call back in one to two hours. The lack of online support, customer service email, and the challenging cancellation process have left me frustrated. I am eager to terminate my dealings with AHS.

On the 20th of July, I paid AHS $75 for a water heater service call before selling my house. The inspection report highlighted two issues with the water heater - a problematic U-shaped T & P trap and corrosion on a top pipe. On the 22nd, Air Pro Master LLC's technician "Bobby" assessed the situation, took photos, and left to check if repairs were covered. With no updates, I found the job marked "Complete" on the AHS website by the 24th. When I inquired on the 28th, I was informed no request for review had been made to AHS. On the 29th, Air Pro Master LLC revealed AHS declined repairs without explanation, quoting $[redacted] for a new water heater. Seeking a second opinion, another plumber fixed the issues for $[redacted] on the same day. I contacted AHS on the 31st and spoke to "Joe" who agreed to refund the $75 service fee. However, I question why AHS failed to cover the necessary repairs and feel their contractor's subpar service should be addressed.

I encountered an issue with my oven part needing replacement, but it was no longer being made. The technician who visited couldn't find the part and advised that the oven needed to be replaced. They informed the AHS team, but I never received the promised email with options. I've spent over 11 hours across two days calling for assistance, only to face confusion and little progress each time. It's extremely frustrating, and I'm considering legal help due to the ongoing communication problems.

I am having trouble reaching the home warranty department regarding a repair for my air conditioning unit. After paying almost $[redacted] for freon to be added, the AC system stopped working the next day. The AC company was supposed to return today but now says they are not coming. They mentioned they are doing us a favor even considering coming out. It has been days without AC, and the company's lack of service is frustrating. They even suggested we call another company. This experience with COMPLETE AIR MECHANICAL OF CENTRAL FL INC has been disappointing.

Hello, I'm reaching out regarding service request number [redacted]72. The vendor "Your Texas Plumber" came to fix my leaking bathtub faucet on 03/29/[redacted]. The plumber only spent a few minutes on the faucet by replacing a couple of screws. However, the faucet's now leaking worse than before, making it impossible to shut off, leaving me without water. I'm currently seeking assistance from American Home Shield, facing long hold times. Despite looking for online chat support, I can't find the feature. I urgently need help to resolve this issue this weekend, as contacting the vendor directly will lead to a Monday response. I'm frustrated with the situation and hope to get prompt assistance without spending hours on hold. Thank you.

My refrigerator stopped working correctly, and it's been a frustrating process trying to get it repaired. I reported the issue two weeks ago, but it took the repair company a week to send someone out. Unfortunately, during the first visit, they didn't fully diagnose the problem, so I had to schedule a follow-up. Now, after waiting for the replacement parts promised for August 2nd, I had to call the company again on August 4th. They now say it'll be next Wednesday before they can complete the repairs. This whole ordeal will amount to a total of 3 1/2 weeks of waiting. I've had to deal with spoiled food and frequent grocery trips. I hope to see a resolution soon.

Central air conditioner broke down last Thursday, July 30th, when it was 91° out. I called AHS on Friday morning, July 31st, and after being on hold for a long time, I scheduled an appointment online. Being a senior citizen with a health condition and a small dog, I emphasized the need for urgent service. Xtreme AC texted an appointment for Monday, August 3rd, between 12-6pm. When I called AHS on Sunday, August 4th, requesting earlier service due to a possible hospital visit, I was told the service was labeled as "normal." This is my third day at an average of 88° in the house. Xtreme arrived on Monday around 1 pm without a mask, tools, or equipment. After asking me to restart the AC, they realized they needed to order a part. I tried to explain the possibility of freon leakage but was ignored. Despite severe weather on Tuesday, an appointment was scheduled for Wednesday, August 5th. With the prolonged heat indoors, both my dog and I are feeling unwell. Unable to afford a hotel after losing my job, this situation with AHS is unacceptable, and I'm struggling to reach them for help.

I am experiencing extreme frustration with the service provided for my air conditioning unit. Despite multiple attempts to get it fixed since 7/28, the process has been problematic. Due to health issues, I urgently need the repair to be handled promptly. An independent vendor confirmed the necessary repairs at a lower cost than initially quoted. However, the communication and coordination between your company and the vendor have been severely lacking. Each time I call, I am met with long wait times and the need to constantly repeat my situation. This level of customer service is unacceptable, and I am considering escalation through the BBB as well as cancelling my policy. I urgently require a resolution to this ongoing issue and request to speak with someone in authority to address this matter efficiently. Thank you.

Hello Team, I submitted a service request for my dishwasher on July 15, [redacted]. An Atlas Appliances technician visited on July 16 to inspect it and indicated that a part needed to be ordered. Despite multiple visits and part replacements, the issue remains unresolved. I have found it challenging to contact AHS Associated by phone due to long wait times of up to 1.5 hours. It has been nearly a month, and I am considering cancelling my subscription if such service continues. My patience is wearing thin, and I will request compensation if the issue persists beyond four weeks. Thank you.

I had a gas leak in my hot water heater, and the gas company confirmed it. I reached out to AHS on August 5th for help. The initial contractor didn't show up or return my calls, and the second one canceled the appointment by saying they couldn't come at all (ASAP Plumbing). Unfortunately, the customer service representatives in Southeast Asia were unhelpful, impolite, and seemed incompetent. Additionally, my American Express card was charged $79.97 for a service call that I still haven't received. I've been with AHS for a long time and have recommended them to my loved ones, but the recent experiences have been very stressful. AHS should improve internal organization, allow customers to speak with American representatives, and address urgent gas issues promptly to ensure business success. (Gas problems are severe and can be life-threatening.) This should have been handled without delay. Contract#[redacted]12.

I have spent numerous hours on hold trying to resolve my stove issue. It has been malfunctioning for over a month and needs to be replaced. After a lengthy wait today, I spoke with Whitney Greathouse from Authorizations. She was pleasant and mentioned she would call back if we got disconnected, but she didn't. Whitney offered me two options: to purchase an appliance through them or receive $[redacted] to buy locally. I prefer the cash option but struggled to reach Whitney again as the email address appeared to be unmonitored. I want to work with a local Jenn Air retailer like Judd and Black Appliance for installation. Despite my efforts through letters, emails, and calls, my problem remains unresolved. Tomorrow, I will attempt to navigate their phone system once more. Any assistance is welcomed. Thank you.

I received a bill today from your company for $80.25. I did not sign up for your service personally. The previous homeowners directed me to you, claiming the service was pre-paid for a year, but issues arose with our dishwasher. After your service person assessed the dishwasher and I paid $75 or $85 in cash as agreed, you contacted us to say the dishwasher wouldn't be replaced due to something being unhooked, contradicting what was initially communicated. As I never signed up for your service, please cancel any existing agreements for [redacted] Redwood Dr., Fayetteville NC [redacted]. I intend to inform the home-selling company of this situation, stating I won't cover unapproved charges. If they did pay you, I will request they cancel the agreement and seek a refund since you are unwilling to honor your end of the deal.

In June, I submitted a service request for my dishwasher under warranty. Despite not receiving any updates, I decided to follow up in July. Upon calling, I was informed that my dishwasher was discontinued and would be replaced. After providing measurements, there was no further communication. Subsequent calls to claims resulted in long waiting times, exceeding an hour each time. Despite being a loyal customer for four years with timely payments, the lack of communication and lengthy hold times have left me frustrated. I am seeking resolution and have escalated the issue to the Better Business Bureau.