American Home Shield Customer Service Issues

I am disappointed with the handling of my claim. The servicing company initially scheduled for Monday, but changed it to either Monday afternoon or Tuesday without informing me. Nobody arrived on those days. On Wednesday, I was given only a 15-minute notice before the contractor arrived while I was on a work call. Despite explaining my stove top issues, the contractor seemed not to listen, mentioning different problems. I had to rush back to my call, and they left before I could finish. I feel my time and concerns were not respected. The contractor promised to order parts, but I am unsure when they will arrive or when the next visit will be. The short notice for visits, like 15 minutes, is unacceptable without even knowing the scheduled day in advance.

I am having trouble accessing my account. The reset password link is not being sent to my email. Despite reaching out to customer service three times, they were unable to assist me. They confirmed my email matches the one in their system and changed the setting to allow emails to be sent. However, since this seems to be a technical issue, they were not able to provide a solution. I was advised to contact technical support by emailing [redacted], but I have not received any response in the last 5 days. I kindly request that the system technical support team reach out to me directly.

Hi there, I've been waiting for a stove repair for 7 months since initially requesting it in September [redacted]. After AHS had three companies check the stove, there were extended delays for parts. I was assured a new stove if the parts didn't arrive by April 3, but as of April 5, they hadn't. Despite promises for a call back, there was no follow-through. An agent accidentally revealed that parts were only ordered on April 7, after the promised deadline. Getting bounced around and being given false information is unacceptable. Their lack of response and delays are frustrating. I need a prompt resolution. Contacting them has been incredibly difficult. Thanks, Matt R. [Address Redacted] Contract Number: [Redacted] Phone: 1 [redacted]

I reside at [redacted] Dobbin Circle, Dayton, Ohio, [redacted]. Our last name is Burden. We requested service for a leaking water heater. The plumbing company you sent suggested replacing items we already have. We tried to speak to a manager but haven't succeeded. Please call Dean at [redacted] or Diane at [redacted] to discuss this matter. It has been challenging to reach a manager, and the staff we spoke to seemed scripted and hard to understand. We are upset about the situation and looking for a resolution. Thank you, Diane Burden.

Dear Scott Brown & Rex Tibbon, I am writing this message to express my deep disappointment with American HomeShield. I am a premium Combo member with contract # [redacted]37 and have been paying hefty monthly premiums for the coverage promised in the signed contract. Despite only having one claim from January (service request [redacted]), the work has not been finished as of April. I have contacted customer service nine times, but have struggled to get any help even after speaking with a representative. I have also tried reaching out to the contractor, Prime Plumbing, but have not received any response, further exacerbating the situation. Even though my premiums are being deducted, the work remains undone. I suggested getting a new contractor if Prime Plumbing is no longer available. Additionally, I had to call another plumber (dispatch # [redacted]7) who charged me for work that should have been covered, necessitating a refund to me. Despite my efforts to escalate the issue, I have not received any callbacks from supervisors or a resolution. Before considering canceling my membership or labeling AHS as unreliable, I wanted to contact you both in hopes of finding a solution to complete the work and resolve the service request.

For nearly seven weeks, I have been living with raw sewage in my home due to the lack of assistance from American Home Shield. All I require is a plumber to address the issues with my clogged toilets. Despite numerous calls and promises, nothing has been resolved. The situation has forced my family to avoid using the bathrooms, resorting to using the kitchen sink for basic hygiene needs. I was assured of a refund for the inconvenience, but that has not been processed. Contacting American Home Shield has been a frustrating experience with unfulfilled promises and delays, putting our health at risk. It's disheartening to feel neglected and abandoned in such an urgent situation.

Dear Support Team, I am providing my Contract number below for reference. It has been a long and frustrating wait for the Authorization Department to approve the repair or replacement of my Central A/C unit, spanning over 6 months. Here is a concise overview of the timeline of events: - Initial service call in 9/[redacted], followed by multiple unsuccessful repair attempts. - In 1/[redacted], a new service call to Major Home Appliance resulted in a recommendation for replacement, with a month-long delay for the diagnosis report. - Attempts to expedite the process with almost daily calls to AHS representatives yielded no concrete response until eventually, another contractor was assigned. - Despite multiple vendor assignments and opinions, the issue remains unresolved as of 5/[redacted], with the Authorizations Department seeking further details from the latest contractor, Agape. The prolonged lack of action is causing significant discomfort due to the absence of central A/C for half a year. I kindly request urgent escalation of this matter and specifically request assigning it to Rutan Refrigeration for a resolution. Plan: ShieldComplete Contract number: #[redacted]42 Valid until: 08/20/21 Phone: [redacted] Email: [redacted] Property Address: [redacted] Kilauea Ave, Honolulu, HI [redacted] Thank you for your prompt attention to this pressing issue.

I recently signed up for an American Home Shield home warranty after hearing positive feedback from my daughter who has had one for years. However, my experience with them has been frustrating. I've been requesting a copy of the contract since March 30th with no success. Initially, I was told it would be emailed to me, then promised to be sent by mail within 7 to 10 business days. After spending an hour on the phone, mostly on hold, I was informed by a "manager" that the contract is only sent out after billing, which contradicts what I was previously told and what is stated on their website. It's also disappointing that I can never connect with a customer service representative in the USA despite dealing with a company that operates here. Clarity and communication are key in situations like this, and I hope to get this resolved soon.

I contacted AHS regarding Rush Heating's installation of a new furnace where AHS declined to cover $[redacted], leading to six visits resulting in my central air being disconnected. Rush mentioned a potential issue with the old air conditioning unit's compressor or condenser affecting the new furnace. The two wires connecting the furnace and air conditioner were disconnected, leaving the AC nonfunctional. I had to request service on 5-5-21 to have the air conditioner reconnected, but the original vendor couldn't fix it and referred me back to Rush, who also failed to repair it last year. I'm frustrated as AHS is unhelpful, and despite being their customer for 10 years, I can't find a corporate number to address this ongoing issue and dissatisfaction.

Contract #[redacted]67 Name: I. Arredondo Address: [redacted] SW 145th Street Regarding the microwave service, Work Order #[redacted]7 is the new number for the recall on the previous Work Order, WO#[redacted]7. After the initial service by Majestic Appliance on WO#[redacted]7, the microwave stopped working. Despite a scheduled recall visit for May 12th, no one arrived, and a new WO# was not provided. After contacting AHS and Majestic, a new visit was scheduled for May 20th under WO#[redacted]7 by Hayld from AHS. I am addressing the confusion and hoping for a resolution without additional costs, as this is a recall service that had been reported but not properly scheduled previously.

I'm seeking assistance in negotiating a suitable replacement for my oven through my home warranty provider. My previous oven, a Dacor Professional 36" range, is being proposed to be replaced with a GE JGB735SPSS 30" gas range, which is significantly smaller and doesn't fit in my space. The cash offer provided is much lower than the cost of a fair replacement. According to my contract, the replacement should be equitable. I have outlined some fair market alternatives such as Bosch and Kitchen Aid ranges that would be suitable replacements based on the price range of $4,[redacted] - $7,[redacted]. The GE model does not meet the criteria for a comparable replacement as per the contract terms.

I have held a home warranty for several years and used it about three times. The latest issue with my dishwasher took over a month to fix, and it still doesn't work correctly. I faced a problem with my old stove last September, the technician ordered parts but never returned to finish the repair despite multiple calls. The stove's heating is unreliable. Now, I have a leak near the kitchen sink but hesitate to pay $[redacted] for a potential incomplete fix. I want to discuss the situation before arranging any repairs. I feel like my age might have contributed to inadequate service, even though I always pay on time. After years of paying for coverage, I am disappointed in how I've been treated by the company.

On May 26, AHS sent Wester Electrical LLC to fix our attic fan. The technician checked the motor and claimed it was broken. After saying he wouldn't return, he told his boss the fan was obstructed. AHS was informed the fan was inaccessible by Wester. Nevertheless, on June 2, Wester was reassigned despite them telling us they don't handle attic or ceiling fans, as reiterated by their manager Bartlett. I dispute being charged the $[redacted] fee as the initial technician didn't plan to return, and Wester's office confirmed they don't work on fans. AHS should not pay Wester, nor should I be charged. This experience with Wester has been disappointing. Regards, S.Y.

I have two AC units that need fixing. I informed the service company about both units when they called twice, but they only fixed one when they arrived. I am disappointed with how this was handled and feel it's unfair to be charged for two service calls when I made it clear from the start. I paid $[redacted] for a service call, and I believe they should come back to fix the second unit without an additional fee, considering the circumstances. I also had to pay $[redacted] for refrigerant previously. I would like both companies to address this issue without further charges.

I am having trouble accessing my online account. After contacting customer service, I was given an incorrect email address, which is [redacted] The email I sent was not received. Here is a transcript of the email I sent and a response I received indicating that Jerry Bergner might not be the correct customer. Original Email Sent: Subject: Account Login Issue "I am unable to log into my account. When I request a password reset link to be sent to this email address, nothing happens. I have tried from two different computers without success. Customer service instructed me to email support. My contract number is [redacted]77. My address is [redacted] Huntsman Dr, Durham, NC [redacted]. Thank you for your help. Best, Jerry Bergner [redacted] Call [redacted]." Response Received: The response indicates that the contact might be misplaced. The agent, Molly Remund, mentioned that she assists with Family School's homeschooling curriculum and couldn't locate an account under the name Jerry Bergner. Contact information provided: Molly Remund, Family Success Coach at [redacted] or [redacted].

From: LINDA O. Date: May 18, [redacted] Subject: Account Cancellation and Refund Request I am reaching out to inform you that I have canceled my account due to a breach of contract on your part. I have requested a refund for all payments made. I had to cover a $[redacted] expense out of my own pocket to remedy a leak issue because the contractor you sent was unable to fix the problem and no replacement was ever sent. Our association with AHS has come to an end, and I will be sharing this experience with other consumers for their awareness. Thank you.

I have an agreement number: [redacted]97. I am contacting you about the AC Service Request #: [redacted]7. The service provider, Pacific Control Service, billed me $[redacted] to repair a freon leak and recharge the system. Unfortunately, the repair only lasted one day. They returned for a second leak check, revealing another leak. They forwarded the details to AHS, who informed me that I must grant the contractor access to the covered copper lines, which I am unable to do. The contractor reimbursed me $[redacted] via check. Despite a month of frustration, my AC remains non-functional. I am out of $[redacted] ($[redacted] AHS deductible and $[redacted] net paid to the contractor after the refund). This situation is unacceptable. I hold two accounts with AHS and request a prompt resolution. R. Assily

I recently had a service request (Dispatch # [redacted]7) for my AC unit through AHS. The assigned AC company and technician came the next day and provided a faulty diagnosis, recommended unnecessary repairs, and tried to take advantage of me. Despite my objections to the incorrect diagnosis, I followed the technician's suggestion to contact AHS. Unfortunately, I have not received any response or repair from AHS. I sought a second opinion the same day, incurring out-of-pocket expenses due to the lack of support from AHS. The original contractor claimed the system needed extensive repairs, but a reputable AC contractor confirmed it only needed a fraction of the repairs suggested. There have been no updates from AHS management regarding this issue. My AC is still not cooling efficiently, especially concerning in the intense Phoenix heat. I am disappointed in the lack of supervision by AHS in choosing reliable contractors and feel let down by their service, especially as I expect better treatment for the fees I pay each month.

I need assistance with an issue regarding my AHS contract. Our rental property at [redacted] Waterford Trail, Chagrin Falls OH [redacted] needed service for the air conditioner. Our original contract #[redacted]7 expired in December [redacted], and we renewed it on January 22, [redacted], under a new number, #[redacted]67. Despite this, when our renter contacted AHS for service, it was mistakenly placed under the old, expired contract number. We are being asked to pay the $[redacted] fee under the old contract, even though it is not reflecting the current information. We have been given conflicting information regarding the status of the old contract and have been unable to resolve this issue. We request that the relevant details be transferred to the new contract number so we can manage our account online accurately. We have requested to speak to a supervisor for assistance but have not received a resolution. A simple transfer of information between the contracts would greatly help us resolve this matter efficiently. Thank you.

I reported a problem to Total Plumbing Solutions on May 26, [redacted]. After numerous calls, a technician came to our home on June 4th and said he needed permission to order the necessary parts. As of June 11, [redacted], the authorization was given for the parts to fix our kitchen faucet. However, it has been another week since then, making it 16 days since the initial request, and we haven't heard anything back. We've been unable to use our kitchen sink during this time, and it's frustrating knowing one of the business owners lives just 5 blocks away. The contact number provided was a cell phone, not the office number. This issue needs attention from American Home Shield to resolve the matter promptly.