American Home Shield Customer Service Issues

I've been a customer of American Home Shield for over three years. My central air conditioning unit has required service twice, both times due to the motor. Two years ago, the motor was replaced, but it was improperly installed, causing a short in the system. The same issue occurred recently. The technician today confirmed the improper installation led to the premature malfunction. I'm hesitant to use the home warranty for another replacement as it took 16 days last time. Given the urgent need for AC in this hot weather, prior experience has me considering other options. The standard cost for motor replacement is $[redacted]. Since the technician I hired today may handle it, would a reimbursement be possible, considering the cost to you would be the same? Your prompt response would be appreciated.

On July 4th, I established a new account for the property at [redacted] Serene Meadow Lane, Estero, FL [redacted]. I provided my Visa for payment with account number [redacted]12 and was informed about the payment schedule. However, I discovered that the warranty coverage does not start until August 3rd, [redacted]. This is concerning because a water heater leak in the garage was found yesterday, which needs immediate attention. Due to my age of 90, I am unable to handle the situation on my own and urgently require assistance. I kindly request that you waive the waiting period as my situation is critical and waiting until August 3rd could lead to further damage. Thank you for understanding and helping me in this urgent matter. Sincerely, Mary K.

It has been over a week without air conditioning in my home, where the temperature has reached 90 degrees, and I have my 82-year-old mother staying with me. Despite having three technicians visit, the issue remains unresolved. Airzone recommended expanding my closet, which I disagreed with, and their lack of response has been frustrating. After an unsuccessful attempt by AHS to contact them, they authorized a new technician. AHS deemed the first technician too expensive and sent another vendor, both of whom confirmed the space was adequate. Now I am faced with having to pay $[redacted] for a new furnace that isn't even broken, as AHS refuses to cover the cost until it breaks. I inquired about a cash settlement, which I was informed would take several more days. The delays are impacting our health and safety, and urgent resolution is needed. Communication with your company and technicians has been challenging, and the service provided has been disappointing. I request either a cash settlement or prompt resolution by the end of tomorrow. Numerous attempts have been made to address the situation, yet it remains unresolved.

I am writing to address my recent service issues. On June 26, [redacted], the Air Conditioner serviced by T. J. Morgan Company failed to cool my house, leading to an unexpected charge of $54.13 debited from check number [redacted]. Despite this, the issue persisted through July 31, [redacted], requiring further attention. Additionally, the Refrigerator, previously serviced by Tucker Tax and Appliance, is no longer producing ice. Regarding my Samsung Washing Machine serviced by 7 Home Services, the DRUM has separated, and repair costs are prohibitive. I had requested a copy of a previous chat with the company but have yet to receive it. Prior to any further deductions from my account number [redacted], I kindly request an email copy of this chat and a prompt response to my concerns. Please contact me at [redacted]. Thank you. Sincerely, Paulette J.

I requested service on Wednesday, 8/1 for my garbage disposal and three toilets. The online chat representative mentioned both services were covered under the same fee. I scheduled an appointment with Clear Water Solutions for Monday, 8/6, but they did not show up or call. When I called the company, they informed me that AHS had canceled the appointment without notifying me. I have been unable to reschedule. Today, a GE technician arrived at my home for my dishwasher, which was not the service I initially requested. Despite mentioning this to the online chat representative, they referred me back to the company that installed the dishwasher. I am puzzled by the cancellation of my original appointment and the surprise visit by the dishwasher repair technician. Is the live chat option not always available?

I recently had a pipe leak fixed, and the plumber had to create three holes, two in the garage sheetrock and one in the attic. It's been a month, and the contractor tasked with patching the holes was only told to fix the ones in the garage. The plumber did not report his actions accurately and left a mess. Despite reaching out to AHS multiple times, there has been no resolution. The frustration lies in the fact that the contractor has yet to come to repair the holes as instructed and lacks clear guidance. Considering canceling AHS for all three of my properties to save time and money.

My LG refrigerator with model number LMXS2762S/OO needs a new ice maker as it is not functioning properly. Additionally, the lower freezer door gasket also needs replacement. A technician from AAA Appliance Service visited on July 24, [redacted], to assess the issue and order the necessary parts. However, as of now, the parts have not arrived, and AAA mentioned that the delay is due to American Home Shield. I am Cindy Bruckner from 50 St. Alice Ln, Florissant, MO [redacted]. I am requesting assistance to contact AAA Appliance Service to expedite the repair process. I find the current service highly unsatisfactory, especially since I have already paid the upfront service call charge.

Hello, I am a current American Home Shield customer. I have been in contact with your customer service and authorization teams regarding my water heater. I was informed by Presley from Authorization that my water heater would be replaced pending a quote from Beck Plumbing. Despite multiple follow-ups, Beck Plumbing is returning for a third time to assess the water heater at the company's request, even though both Beck and Barlett Plumbing have recommended its replacement. Although Beck Plumbing is scheduled to revisit on Thursday, they have indicated they will not proceed with the replacement as American Home Shield is seeking additional information. Presley has already approved the replacement, so I am unsure why there is a delay. I have made several calls to customer service today, but have been continuously transferred. I kindly request a higher-level representative to contact me promptly to resolve this issue. Thank you, Kari

I have been struggling to get assistance with my A/C repair. I contacted on 8/10, they visited on 8/13, and now on 8/17, I am left without any updates. The contractor claims they informed AHS, but AHS says they haven't received the diagnosis from the technician. I am facing a costly repair of replacing the coil and adding 16 pounds of R22 for $[redacted]. I am concerned about the expense if R22 is phased out. I need clarity on whether AHS will cover the repair or replace the system. The technician confirmed sending the diagnosis twice. Despite no resolution, I was pressured by a salesperson from Consolidated Mechanical to sign up for a new A/C unit, which I declined. Despite calling AHS multiple times, they have not been helpful and keep delaying the authorization process, now asking for five more days. I have young children at home, and the Arizona heat is reaching [redacted] degrees. - MS. SOTO

I arranged for The Repair Shack to fix my washing machine at my address on England Street. Unfortunately, after diagnosing the issue, they failed to order the necessary part due to a missing model number. Following my inquiry, they came back to replace a part; however, after replacing some hoses, my washing machine now floods the laundry room. Despite contacting them, they seemed reluctant to resolve the matter without charging an additional emergency fee. I am frustrated with the lack of accountability and poor service received. Although the technician is courteous, the overall experience has been disappointing. I am left with no choice but to seek alternative solutions for fixing my washing machine, as I no longer trust The Repair Shack.

In June [redacted], I contacted a service for my a/c unit, which was estimated to be serviced in 4-5 days but due to the hot weather, I had to go with another company. Despite not using their services, I kept receiving a $75 delinquent bill from AHS, even after explaining the situation to multiple employees. It has been a frustrating experience trying to resolve this issue with them, as promised resolution dates have passed without any progress. I hope they can rectify this and stop billing me for a service that I never received.

I reached out to AHS regarding my air conditioner not functioning on the lower level. Unfortunately, Richard T. from MCE Plus did not finish the job properly. The air conditioner unit is only blowing air, not cooling. Richard mentioned that the adjacent door was not installed correctly, causing the cooling issue. I visited the property in Georgia on August 23 and noticed the fan running with no cooling effect. He did not check the freon levels or vents using a thermostat, and the outdoor unit wasn't operating. MCE Plus informed me to contact AHS as they couldn't provide another technician. They charged a $[redacted] service fee. Despite informing AHS during Richard's visit not to charge me, the funds were still deducted. I urgently require my air conditioning unit to be fixed.

On July 30, [redacted], I contacted customer service to report my Kenmore Refrigerator issue. A technician came to assess the problem but advised that they no longer manufacture the parts due to its age of 18 years. Despite the technician's efforts, there was a delay in placing the order. Subsequently, the delivery date has been pushed back multiple times, causing distress as my husband is diabetic, and I am undergoing cancer treatment, requiring refrigeration for medication. I emphasized this urgent need, but no action was taken, resulting in spoiled food and medication. Originally scheduled for delivery today, August 27, [redacted], I received a call this morning rescheduling it to September 5, [redacted]. This extended delay of over 30 days is concerning. Being long-term customers of American Home Shield and veterans, we are disappointed in the handling of this situation. Our hope is for a prompt resolution and the delivery of our refrigerator.

Regarding my Samsung washing machine and R&R Appliances. During the initial visit, two technicians arrived and seemed distracted, leading to a prolonged visit without resolving the issue. Subsequently, a different team returned, with the father's injury hindering efficiency. Although they fixed the drainage problem, a new loud buzzing sound emerged. Despite contacting R&R, they closed the case without addressing this new concern. This noise started after the drain was replaced. I am hesitant to pay an additional $[redacted] for their oversight. My numerous attempts to contact them have been fruitless, with extended wait times on hold. Please address this situation promptly.

I am seeking assistance for a service issue with my washing machine and refrigerator. On the first visit, two young technicians were unprofessional, didn't fix the issues, and only caused more problems. This has left me without a washing machine for weeks, which is particularly difficult as we have a family member battling cancer. After numerous attempts to have the problems resolved, I am still experiencing loud, abnormal noises. The company closed my file and asked me to reach out to the manufacturer for further support. I have been put on hold for more than 27 minutes each time I tried to contact them today. My computer is also currently out of service. Please contact me at [redacted] for assistance with resolving these issues promptly.

On June 18, I filed a claim with AHS due to AC issues. The contractor they sent didn't resolve the problem, took my $75, and left. After trying to contact AHS for over three weeks with no response, I had to hire another contractor. They found multiple leaks and recommended replacing my coil, which might not permanently fix the issue due to the age of my system. Their estimate was over $[redacted], and as I couldn't wait any longer for AHS, I had to replace the entire AC unit for $[redacted]. I'm very disappointed in how AHS handled my claim. Being without AC in over 95-degree weather and receiving no response from AHS is unacceptable. They charged me $75 even though the initial contractor didn't fix the problem. I had no choice but to deal with the issue on my own. Best, Maria F. Contract # [redacted]82

Hello, I recently had my air conditioner serviced by Island Breeze HVAC, a company sent by American Home Shield. They added stop leak and freon, but the issue persisted. When I contacted them, they refused further assistance, claiming the unit's platform was unsafe. They never mentioned this before. They also declined to refund the $[redacted] I paid or address the initial problem. I am disappointed and would like a refund since they failed to diagnose or fix the issue. Additionally, I incurred an $80 service charge. Your help is appreciated.

After spending hours on the phone, I encountered a situation with American Home Shield and Air Squad regarding faucet installations during my heater installation. A miscommunication led to needing a new appointment, causing inconvenience as I had urgent business travel to another state. Eventually, the faucets were addressed, but additional work was required on one. The plumber estimated an extra $[redacted], yet couldn't schedule the follow-up during my availability due to potential prolonged absence. American Home Shield later mentioned a cost closer to $[redacted], promising a breakdown by Monday, which I haven't received. When I inquired, AHS informed me that it's customary for plumbers to operate under estimated costs. Dissatisfied, I rated both Air Squad and AHS poorly in an email response. I seek a more efficient contact number to avoid lengthy wait times for assistance.

My General Electric double ovens are not functioning correctly. I contacted American Home Shield and they sent a technician to Seagoville to inspect them. The technician diagnosed the issue as faulty thermostats and mentioned that he would order new ones. After not hearing back for weeks, I reached out to the technician directly and was informed that the thermostats were no longer available for my ovens. He explained the situation to American Home Shield and assured me that I would hear from them within twenty-four hours. As a long-time satisfied customer, I am disappointed that my ovens cannot be repaired as promised in the AHS advertisement. I am in urgent need of replacement ovens, not a microwave, and hope for a resolution soon.

Agreement Number: [redacted]72 Agreement Price: $[redacted].00 Agreement Term: 10/19/17 – 10/18/18 Customer Contact: James J. Mailing Address: [redacted] Dolan Rd. Spec #32, Moss Landing, CA [redacted] Phone: [redacted] Email: [redacted] To whom it may concern, I have been attempting to reach someone for days. I have called multiple times without success. After being on hold for over 45 minutes and then disconnected, or encountering a busy signal when requested to enter a number, I am frustrated. Even after speaking to a representative and asking for a supervisor, I was placed on hold only to be disconnected or encounter a busy signal. I had a technician come to fix my kitchen stove fan, which is not functioning correctly and making a chirping noise. Upon researching online, I discovered many similar complaints. I am requesting a refund of $[redacted].00 promptly. As a former federal inspector for construction, I am prepared to take legal action if necessary. In addition, I will be reaching out to the Better Business Bureau and posting reviews on platforms like Yelp to inform others about my experience. As a disabled Vietnam veteran, I feel compelled to share my negative experience widely. It is crucial that your company addresses and resolves this issue satisfactorily.