American Home Shield Customer Service Issues

I recently canceled my policy after attempting to have my refrigerator ice maker repaired back on 8-24-[redacted]. Despite multiple phone calls and efforts to reach the repairman directly, I never received any callbacks. After almost four months of trying to get answers and failing to contact a supervisor despite numerous requests, I decided to cancel my policy. Unfortunately, I was surprised to find a cancellation fee on my account equivalent to a monthly premium, which no agent had informed me about. I have been a loyal customer for years, and the lack of communication and customer service quality in the company is disappointing since customer service is outsourced to different countries. I believe the $51.99 cancellation fee should be refunded due to these issues. I hope the company can address these concerns and improve in the future. Larry K.

I am still waiting for authorization of the part for my refrigerator after nearly two months. I live at [redacted] Santa Margarita Dr., Fallbrook, CA [redacted], and my Social Security number is xxx-xx-[redacted]. I initiated a service order on November 20, [redacted], which remains unresolved. The technician from Accord Appliance stated they needed to order parts for both the dishwasher and refrigerator ice maker during the initial visit. Despite numerous attempts to follow up with both AHS and Accord, the second service visit, specifically for the refrigerator, was missed. Although it has been rescheduled for tomorrow, the part for the dysfunctional dishwasher has not been approved. After speaking with "Ann" at AHS, who promised to resolve the issue within 24 hours, the matter is still pending. I kindly request the authorization for the part, and I would appreciate a confirmation call or email once this is resolved. Please address this issue promptly.

We recently had our freezer door replaced by an AHS technician, and since then, the ice maker has stopped working twice. Even after contacting AHS about this issue along with a squeaking dryer, the service provider they sent out could not properly fix the problems and mentioned we needed some parts. Despite their visit in April or May [redacted], our appliances remain unfixed as of January 16, [redacted]. Repeated attempts to follow up with AHS only resulted in being informed that the parts were back-ordered. The service provider has been unresponsive, with no valid office to contact them. The latest update from AHS stated that the parts were received two weeks after the provider's visit, but they failed to reach out to us. Despite several assurances from AHS to look into the matter and call back, we have not yet received any resolution. We are frustrated as we continue to pay $58.00 per month for coverage without a working ice maker or dryer.

My oven broke down, and the technician sent to fix it made matters worse. After deeming the parts faulty, he suggested getting a whole new stove from American Home Shield. Wanting a second opinion, we reached out to Sears. Their technician verified the oven could be salvaged by replacing the defective parts for $[redacted], far less than the $[redacted] for a new oven. However, we're having trouble reaching a manager at Sears now. We just need some assistance with the next steps.

On October 18th, I contacted a technician to fix my noisy furnace blower motor. The technician quickly dismissed my furnace as irreparable, and when a part finally arrived, it was the wrong size. A second visit resulted in the wrong voltage motor being installed, creating excessive noise. Despite multiple calls and complaints, the correct part has yet to be installed, leaving me with a loud furnace during freezing temperatures in Cleveland, Ohio, costing me extra in heating expenses. The lack of response from both the contractor and the warranty company has left me frustrated and seeking a resolution urgently.

I requested a service call for my non-operational refrigerator on 12/11/20. The service contractor assessed the issue on 12/16 and ordered parts through the company. I received an email on 1/4/21 from American Home Shield confirming the parts order. The parts were delivered and installed on 1/19/21, but unfortunately, the refrigerator is still not working. The contractor returned on 1/22/21 to review and install another part, but was unable to diagnose the problem further. They contacted American Home Shield for guidance. On 1/22/21, the contractor informed me that the company has decided to replace the refrigerator instead of attempting further repairs. I was told that AHS would reach out to me about replacement options. However, as of today, 1/26/21, my account shows the claim as resolved with no further communication about the recent service. It has been 8 weeks without a working refrigerator. I have been unsuccessful in contacting AHS for clarification. I am frustrated as I have already been charged the deductible before the first service date, and I am not receiving the service I am paying for.

I scheduled a plumbing service for a stoppage on 1/28. The technician from Action Plumbing arrived on 2/2 and refused to work in the flooded area, suggesting I call back once it had cleared. No repairs were attempted. Despite my history with Action Plumbing, I do not wish for them to return as they have not provided satisfactory service. I now request that Elite Plumbing, the company that came last time, be sent to address the issue. On 2/3, I contacted AHS regarding a refund for the incomplete service. AHS reached out to Action Plumbing for clarification but received no response. I followed up with AHS on 2/5, and was informed that they are still awaiting a response from the company. I am eager to have this matter resolved promptly.

On December 13th, I requested a repair for my dishwasher. I paid the $[redacted] fee, and the service technician came to assess. He determined that two parts were needed, but only one small part arrived. The larger part has been on back order through Sears, the contracted provider. Despite numerous calls to both Sears and American Home Shield, the part has not arrived. Each party redirects me back and forth without a resolution. After months of waiting, I am frustrated with the lack of progress. I am seeking a prompt resolution, whether that involves replacing the dishwasher or receiving a gift card for Home Depot or Lowes. I am extremely impatient and need this matter resolved immediately.

I received a replacement dryer without a plumber to uninstall the old one and install the new one, as specified in my contract. The delivery team couldn't remove the old dryer due to the gas lines not being disconnected. I've contacted 5 AHS representatives about this issue, but there seems to be a lack of understanding. They keep contacting the delivery company for updates, but there's been no resolution. The delivery company misled me multiple times by claiming they could handle the gas line disconnection and removal of the old dryer. However, when they arrived, they declined due to legal restrictions on unlicensed individuals handling gas lines. This was the same concern I raised with both AHS and the delivery company. After requesting a legal address for court documents from AHS, I was unable to obtain one. Additionally, I inquired about speaking with a supervisor or manager but was informed that it was not possible to reach them.

My name is Christopher T. Boop, residing at [redacted] Eastgate Drive, Spencerville, OH. I've been an American Home Shield customer since purchasing my home in August last year. Recently, on February 20th, our furnace broke down, leaving us without heat. I swiftly filed a service claim online, and was visited by FOXCROFT HVAC. Despite the prompt service, I was disheartened to learn that AHS only approved a small part replacement, leaving us without heat for at least a week due to the older furnace model. A furnace replacement wasn't considered, which disappointed me greatly. The cold Ohio weather and the delayed fix have made me question the value of my AHS policy. I bought it for peace of mind, but now I'm concerned about the prolonged wait for a repair. If AHS doesn't address this situation promptly, I will certainly voice my dissatisfaction publicly.

As customers of AhS for 3 years, we initiated a claim for our home on February 13th. The original company canceled, leading to delays and multiple cancellations from subsequent companies. Throughout the process, we faced difficulties in communication, inconsistent information, and the inability to escalate our concerns. Despite our persistence, we were left without hot water for 11 days. Now, with a delayed resolution scheduled for the week of March 8th, we are frustrated with the prolonged wait and the impact on our health and hygiene, particularly during a pandemic. We have taken matters into our own hands and arranged for a replacement at our expense. Moving forward, we seek guidance on how to address this issue effectively.

My family holds an American Home Shield policy that we decided to purchase for peace of mind when we bought our home last year. Last Saturday, 2/20/[redacted], our furnace stopped working. Being in Northwest Ohio during winter, the lack of heat was a serious issue. I promptly requested service, confirmed it, and a technician from Foxcroft HVAC came on Monday, 2/22/[redacted]. He identified an issue with the control box in our old furnace, stating it would take over a week to order a new one, leaving us without heat. He mentioned that the only quick fix would be a new furnace, but American Home Shield wouldn't approve it. This situation contradicts the reason I got the policy. I reached out to an AHS representative from the real estate office who passed me on to a corporate representative promising to call back but never did. I have email proof of my concerns. I expect a prompt resolution; otherwise, I will have to take legal action against American Home Shield.

I have been a devoted AHS customer for approximately 20 years, first in Michigan and now in California. I am disheartened to report a frustrating situation. Our pool pump repair work order was initiated on Jan 20th with Luke Pools. Despite multiple attempts to reach him via calls and texts, he has failed to complete the job or respond. His unfinished work has caused the pump to leak again. I have reached out to AHS multiple times. Each time, they attempt to contact him without success and assure me they will find another contractor within 24-48 hours. It has been close to 2 months since the original request, and I am disappointed by the delay in finding a replacement. I am worried about additional damage to the surrounding area due to the recurring leak. In a city like Livermore, there should be other pool contractors available. I look forward to your guidance on the next steps. Thank you, Kamal P.

We were approved for an oven but encountered issues with the sizes of the ovens sent to us. Despite requesting a 24-inch high oven, we received two 27-inch ovens. The representatives mentioned that the width of the oven matters, but it doesn't fit our cabinet even after modifications. To resolve this, we kindly ask for a 24-inch high oven with installation, and we request reimbursement for returning the incorrectly sized ovens. For assistance, please reach out to me, Teresa Wicks, at [redacted].

I contacted a plumbing service with a $[redacted] deductible for four faucets. Even though the plumber was late, he examined all four faucets and suggested changes for two. However, he forewarned that the Kohler faucets on the upper level might need more than just cartridges replaced due to potential pipe modifications. The plumbing service then asked for $[redacted] out of pocket for the repairs not covered by AHS. When I reached out to AHS, they claimed two faucets had already been fixed, which was not true as no repairs had been completed. Despite discussing the issue with multiple AHS representatives, no solution was provided. The plumbing service threatened not to fix the remaining two faucets unless I paid $[redacted] upfront. I was informed of a cash-out option, but AHS representatives seem to be delaying the process. I am unsure about the next steps to resolve this situation.

I have an issue with the hot water fixture in my main bathroom that won't shut off completely. After discussing the coverage with AHS, I was informed the repair may require going behind the wall, which they cover back to a rough finish. A work order was placed on 03/18/[redacted], but when I followed up on 03/19/[redacted], they scheduled the plumber for 03/23/[redacted] between 9 am and 5 pm. The plumber arrived on 03/23/[redacted] around 2 pm but left by 2:30 pm without fixing the problem. They can't return until 03/30/[redacted], causing water to leak and the water company to check for a leak. I mentioned the house's age to AHS and the plumber's dispatch. I'm concerned since my AHS account is up for renewal soon; will the work still be completed if I don't renew beforehand?

I have a contract for a water heater. During discussions with the contractor, we discovered the water heater is under warranty until Jan [redacted]. To proceed with the warranty, Rheem needs the old unit returned to the nearest distributor, which is over [redacted] miles away. After 10 days without hot water, resorting to heating water on the stove is not sustainable for my family. I am open to replacing the [redacted]-gallon RHEEM with an 80-gallon tank or even switching to a tankless system for a quicker resolution. I urge AHS to consider the cost-effectiveness of the warranty process versus a direct replacement given the inconvenience we are facing. I am willing to discuss options promptly to resolve this urgent matter. Please contact me as soon as possible to find a solution. Thank you.

On March 11, [redacted], I requested a service call to check my electrical and doorbell through a contractor, Ryco Electric Co. Initially, Ryco scheduled a Saturday appointment, but later informed me that they no longer offer Saturday appointments and suggested a weekday timeframe that didn't work for my tenant's schedule. After discussing this with Ryco, they advised me to contact AHS to arrange for a different contractor. Despite having had successful service calls for my furnace and water heater on March 24, I called AHS today to follow up on my pending service request. Unfortunately, AHS explained that since Ryco was the only available licensed and bonded contractor, they couldn't provide an alternative. It's frustrating that despite paying for coverage every month, I'm unable to receive the service I need due to this issue between Ryco and AHS. The lack of available solutions and poor communication from Ryco and AHS has led to a disappointing customer service experience. - A. S.

I contacted AHS on February 23, [redacted], about my faulty built-in oven. A SEARS technician verified the issue and measured the oven and cabinet opening a few days later; the measurements are 22-1/2” wide, 28-1/2” tall, and 24” deep. A replacement oven arrived on March 18, [redacted]. Since AHS couldn't arrange installation, I scheduled a local repairman who found the replacement was 4-5” too wide. He charged me a $60 fee for the visit. After speaking with two unhelpful AHS representatives, I'm frustrated by their mention of a restocking fee. I'm not at fault here. I simply want the incorrect oven picked up and exchanged for the correct size. The replacement oven remains unopened in its original packaging in my garage. Thank you, Griff

Hello, I hope this message finds you well. I am writing about my recent experience with my pool equipment claim with Agreement #[redacted]. On March 1, [redacted], I initiated a claim, and a contractor from Island Property Solutions, Beau, visited my property on March 6th. Unfortunately, I was not present during this visit, but my daughter was at the house when he arrived. There were some issues with scheduling as I only received an email the night before the appointment. The contractor spent about 20 minutes at the house and mentioned he could fix the pump but did not address the filter issues. Despite my attempts to contact the contractor and American Home Shield (AHS), I have been facing challenges resolving the filter problem. I have had to resort to manually circulating the water, incurring additional costs. My personal contractor will be addressing the filter, given the ongoing delays with Island Property Solutions. I have made numerous attempts to reach out to AHS for assistance, citing the lack of resolution despite my constant follow-ups. I would appreciate having a direct email contact for submitting my contractor's quote and expect full reimbursement for the incurred expenses. I believe that the communication and support from AHS and the contractor have been lacking, causing undue stress and financial loss. I have left multiple messages and calls without a satisfactory response. My previous experience with AHS for a water heater issue was positive, but this current situation requires urgent attention. I can be reached at [redacted] to discuss this matter further with a higher authority. Thank you for your prompt attention to this issue.