American Home Shield Customer Service Issues

In March, we were informed that our microwave couldn't be repaired. We had to contact the resolution team after hours and were informed that it was resolved, with the option of a Bloomberg microwave as a replacement. Upon further research on the recommended brand, a Turkish company, we realized it did not match the specifications of our Viking microwave. After requesting escalation, we were offered $[redacted] instead. However, we found a suitable replacement at Best Buy for $[redacted], while similar models ranged from $[redacted] to $[redacted]. Despite several attempts since May to address this issue, we have spent over 8 hours on the phone and experienced hang-ups at 5:00 pm. It appears difficult to reach a resolution, and we are concerned about the lack of response. Our main concerns with the Bloomberg microwave include its color discrepancy, limited settings compared to our original microwave, and overall quality. We are currently without a microwave and unable to afford a new one.

I am extremely frustrated with the 50+ minute wait time I experienced trying to get help from AHS. Considering canceling my contracts due to the extremely poor customer service received. My contract number is [redacted], and on 8/7/20, I requested service for a leaking pipe at [redacted] Gilmore Road Pollock Pines, CA [redacted]. The leak was urgent and causing secondary water damage. I waited online and also on hold for over 60 minutes. Finally, spoke to SHAWN in sales who escalated the issue to the dispatch team. Quality Plumbing & Advanced Plumbing were contacted by AHS with service request confirmation #[redacted]7. On 8/8/20, I was informed that my service request was canceled without notification. After reaching out to the sales department, I was advised to find my own repair company. I contacted Roto Rooter plumbing, Invoice #[redacted]4, who fixed the issue promptly for $[redacted]. Sent all the necessary documents to the provided email but haven't received any response. Currently on hold again for 46 minutes. This level of service is unacceptable after being a customer since [redacted]. I have disputed the $75.00 charge for no service and will consider switching to another provider if this is not resolved promptly.

I have been without AC for 4 weeks now waiting for a part to be delivered. The repair was supposed to happen today, but the part was missing when the technician went to pick it up. Now, the new delivery date is far off. Despite the system working before the technicians arrived, I was initially told all technicians were booked, leaving us to find our own repair company. After multiple unsuccessful attempts to get information from AHS about the payout for system replacement, I spent over two hours on hold last week, only to be disconnected without a call back. Today, when I called to complain and requested to speak to a supervisor, I was promised a call back by the end of the day, which never happened. The lack of communication and resolution from AHS after being a loyal customer for years with minimal claims is extremely frustrating, especially during these hot days without AC.

I have received approval to have a local contractor from my hometown come and repair our AC unit since Home Shield was unable to find a contractor. Over the past few days, I called Home Shield multiple times to check on the status of the service request. Despite their inability to find a contractor, I took the initiative to find a licensed contractor from Mariposa, CA who agreed to come promptly. I was assured by Home Shield that they would reimburse me for the work. However, upon contacting them to inquire about the reimbursement process, I was informed that certain steps needed to be taken before hiring a contractor for reimbursement eligibility. This situation is urgent due to the heatwave in California, and as senior citizens, my spouse and I cannot wait for the AC to be fixed. I need Home Shield to address this promptly, or I will request a refund of my payment for the upcoming year. I expect reimbursement for the contractor's work despite the recent communication discrepancy. Sincerely, Kathryn H. Home Shield Contract Number: [redacted]

My stove oven stopped working, and I contacted AHS for assistance. They scheduled a contractor to assess the issue. After determining the oven was unrepairable, AHS promised to provide a new stove. They presented three options for me to choose from. As someone who frequently cans food, I needed a stove with coils rather than a glass top. After discussing with AHS representative Libby, I opted for the third plan, which involved purchasing a stove, submitting the bill and a letter, and receiving reimbursement within 14 days. I bought a stove at Lowes, followed the instructions given by AHS, and sent the necessary documentation on July 24th. However, as of August 19th, I have not received any updates. Today, I called AHS seeking assistance, but the representative had to check with Accounting and put me on hold. Despite my concerns about potential disconnection, the call was indeed dropped after about 20 minutes. No one has reached out to me since then, leaving me confused and worried. This situation is particularly challenging for me as I am on a fixed income. I am concerned about the delay in the reimbursement process and the lack of communication. Can anyone provide assistance or guidance? Thank you, Deanna Granberg.

I have a warranty with American Home Shield, and my experience has been terrible. They collect their monthly fee but make it extremely difficult to get repairs done. I've been without air conditioning for over 3 weeks, and they are now saying it will take over 2 more weeks to get a part that they claim is a special order item. I checked with a local AC wholesale supply, and they have the part readily available. I've spent more than 30 hours over the last few weeks dealing with this issue. Every time I call, I am on hold for over 2 hours. After visiting their website, I noticed numerous complaints similar to mine. Can anyone help me bring attention to or hold this company accountable? Your support would be greatly appreciated.

We have been waiting for 9 weeks for our washing machine to be repaired. We have spoken to numerous people at AHS, but nothing has been resolved. The initial technician stated it needed a complete rebuild despite being only 4 years old. The technician ordered parts, came out on 6/28, took the machine apart, and then said he needed another person to assist. Two days later, AHS informed us that Countrywide Pro Serv withdrew from the job. After multiple calls, another company came out but refused to work on the machine because it was in pieces. After speaking to customer service, a supervisor mentioned that Countrywide had to return to put the washer back together, but they declined. Currently, after 9 weeks, no progress has been made. We have the parts that were ordered sitting in our garage along with our broken washing machine. We have been trying to reach someone at AHS in the United States without any success. We are extremely frustrated and want our machine back or a replacement.

I experienced a concerning incident on 8/15/20 when the element in my oven caught fire and broke. After contacting AHS, they arranged for Express Appliance to handle the repair. Unfortunately, getting in touch with them proved challenging as no one answered their phone, leading me to resort to email communication. The technician inspected the oven and ordered the necessary part, instructing me to schedule an appointment upon its arrival. When the part came on a Saturday, I attempted to call on Monday but faced long hold times, prompting me to contact AHS for assistance. Despite the delays and difficulties reaching Express Appliance, AHS assured me they would intervene. After numerous calls and waiting times, the earliest available appointment was set for Thursday, Sept. 3, which seemed unreasonably far off. Seeking a quicker resolution, I requested a different contractor through AHS but have yet to receive any updates. The extended waiting period and lack of responsiveness from both companies are disheartening as I urgently need my oven fixed.

After recently renewing my home warranty for another year, I contacted American Home Shield for a service request on my Carrier A/C fan motor. Despite the unit being 42 years old, the technician sent out by AHS did not have the part and promised a follow-up, which did not happen. AHS later claimed "not normal wear" on the condenser, a part not related to the service call, and refused repair. After convincing them to send a second opinion, the second contractor confirmed the fan motor needed replacing but has not provided further updates. AHS has been unhelpful and unresponsive, claiming they are waiting on the contractor. This experience has prompted me to seek repairs outside the warranty. A local A/C repair company mentioned that behavior from warranty-connected contractors is common. It's been over two weeks with no resolution in sight, leaving me frustrated and without A/C in [redacted]-degree heat.

Regarding A/C repair at [redacted] Destiny Hills Drive, Austin, TX, [redacted], under Contract #[redacted]62: A technician from AHS determined that we require an A/C compressor replacement. Despite expecting limitations on refrigerant refill, we were surprised to face denials for other necessary services. We have spent considerable time discussing these unexpected charges with AHS representatives, encountering varying explanations. The charges, which include freon recovery, disposal, a flush kit, and locking service caps, were previously included in our contract for compressor replacement. However, this year, these services are no longer covered, leading to over $[redacted] in unforeseen costs. We have been loyal AHS customers for a decade with multiple properties insured. We urge AHS to rectify this situation promptly and honour the terms of our contract without further delay or excuses. Sincerely, Drs. Dan and Linda Jones

Last month, I submitted a work order for my leaking toilet across multiple floors. After paying the $70.00 co-pay, a plumber arrived and stated the repair wasn't covered before leaving. I contacted AHS multiple times, being assured each time that it was covered, yet no action was taken. Given the urgency, I had the repair completed at my own cost. I respectfully request a reimbursement of the $70.00 co-pay due to handling the repair independently. This experience has left me disappointed considering my 30-year membership and past recommendations of AHS. I am hopeful for a resolution of this issue. Thank you for addressing this promptly. My account number is [redacted]92, and I can be reached at [redacted] Your prompt response is greatly appreciated.

I had technician [initials] visit for AC repair, who suggested replacement but reported all was fine to AHS. The next senior tech [initials] sent also recommended replacement but told AHS just to replace the evaporator. A new company gave a second opinion, stating the unit is non-repairable and charged $[redacted] without working with home warranty companies. I have been trying to reach AHS without success, facing long wait times and multiple dropped calls. It's been a month without AC in over [redacted]-degree heat. AHS relies only on technician reports, but contractors claim AHS tries to deny claims unfairly. Different companies confirm the unit is not serviceable, but AHS insists on dispatching more technicians. I want straightforward and honest communication from AHS regarding fixing my unit without overcharging for unnecessary materials or permits. The city and county confirmed no permit is needed for the part, raising concerns about inflated charges. Honest responses and prompt resolution are requested.

Our refrigerator stopped working on July 3rd. A technician was sent out, but unfortunately, the issue was not resolved. Despite multiple attempts with the same technician, the problem persisted, and it became clear that the parts were never actually replaced. After numerous calls to the company, a different technician finally identified the issue and promised to order the necessary parts. However, it has been two weeks and there has been no progress. Despite reaching out to the company over ten times, the situation remains unresolved.

I am writing on behalf of my daughter, Michelle D., who has a claim for a broken washing machine under account number [redacted]42. Despite multiple attempts by the repair technicians sent on July 2, they have been unable to fix the machine, causing inconvenience to Michelle, who is a single mother. Due to the ongoing repairs, Michelle has had to rely on family and friends for laundry needs during this time. As per the contract, if the machine cannot be fixed, it should be replaced without additional charges. I am disappointed by the lack of prompt resolution and concern from AHS, despite having policies on timely responses. I hope AHS can address this matter promptly and efficiently. Sincerely, Pasquale D., Michelle's father.

I reported an issue with my electrical wiring two and a half days ago, on Thursday morning, August 27, [redacted]. Unfortunately, American Home Shield has not made any progress in assigning a technician to address my service request. As a result, the food in my freezer is at risk of spoiling. If they cannot send someone out promptly, I will be canceling my service renewal, which expires today and is set to restart on September 26, [redacted]. I am considering switching to a competitor if they do not resolve this issue promptly.

On August 17th, I reported that my freezer wasn't working. Appliance Repair Specialist visited on August 21 and found a compressor issue. Another company, AJ Appliance Repair, is scheduled to come on September 1. Despite challenges reaching American Home Shield for support, attempts to communicate have been frustrating. AJ Appliance Repair has stated they will only diagnose the problem on their visit and repair may take up to 10 days. I am left wondering about the effectiveness of my insurance coverage. I am seeking urgent assistance from a Supervisor and hope for prompt resolution.

I have been waiting for air conditioner repairs for three weeks now with no clear answer on when the unit will be replaced. The service company and AHS representatives provide conflicting information, and supervisors are not returning my calls. I was charged $[redacted] for a permit fee, which I later found out should only be $44 when I inquired with the City of Panama City. I need AHS to refund the excess fee as the job approval process was delayed, leaving me without air conditioning for eight days. With the high indoor temperature of 89 degrees, being elderly and on a fixed income adds to the urgency. I have been on hold for over 1.5 hours seeking another service update, frustrated by the lack of progress and miscommunication from both AHS and the service companies involved.

Dear community members, I wanted to share my recent experience for advice. On August 5th, I accidentally broke the glass top of my Kenmore range when an item fell on it. After contacting customer service, Chesapeake Appliance Repair Co. came to provide an estimate and charged me a $[redacted] deductible. Later, they informed me that my accident is not covered under my warranty with AHS, despite the system stating it's pending a decision. Despite numerous calls and messages to Chesapeake Repair for an estimate and job inquiry, I have not received a response. I am unsure why I haven't heard back regarding the refund of my $[redacted] payment, which I believed should go towards the repair or replacement. With only one burner working, I am concerned about safety. Any advice on how to resolve this would be appreciated. Thank you, Joyce M. from Pasadena

My name is Naty Horejs, and I reside at [redacted] Monroe St., Omaha, Nebraska [redacted]. I canceled my appliances insurance three months ago via phone call, but I believe the person who answered did not register it in the system. Despite informing the representative that I would call back once I had more funds for insurance, I have been continuously receiving emails and letters from your company urging me to purchase appliances insurance again. Today, I received an email stating that I owe money because a month's insurance payment was deducted from my bank account without authorization. As a result, I incurred a $29.00 overdraft fee. I demand reimbursement for this charge since I did not request the insurance renewal. Please rectify this situation promptly. If I do not receive a response, I will involve my Attorney General and consider legal action for unauthorized withdrawals from my account.

I'm Donald Warner, and I requested a service repair on August 24th. A repair service technician from Premier Service Group came on August 27th to look at my refrigerator. He mentioned we needed to defrost it and ordered a part, but it was pending approval from American Home Shield. After following up on August 31st, they confirmed the approval and said the part would arrive by September 8th. I've been spending $50 a day on dry ice to keep my food from spoiling since the 27th. I need urgent assistance as I'm running out of funds.