American Home Shield Customer Service Issues

I recently replaced my microwave oven with a new one due to a repair issue dating back to February [redacted]. After the initial repair attempt failed, Sears determined that a replacement was needed. Subsequently, I purchased a microwave locally and was advised by AHS to fax the required information to receive a refund. Despite faxing the details, I have not yet received the refund. Following a call on October 4, [redacted], I was instructed to email the information, which I promptly did. However, when I called on October 6, [redacted], AHS had no record of receiving my email or fax. I request a phone call at [redacted] to address the situation promptly. As a long-standing member of nearly 20 years without issues, I seek resolution to this matter.

Since July 22, I have been dealing with a claim and I am disappointed with my experience with AHS. Despite having AHS for more than a decade, this is my first claim. The 29+ year old 3-ton combo HVAC unit in my Fayetteville, AR home needs replacement, as it has been deemed unsafe. However, AHS is insisting on only replacing a part. I have contacted multiple individuals since July, but the issue remains unresolved. I would appreciate it if someone with the authority to assist could review my file and reach out to me via phone or email. Thank you, Bridget K.

To the Management Team of the Esclavation, I placed a service call with your company on Saturday around 5:30 PM due to my AC thermostat issue. Unfortunately, I felt that the three representatives I spoke to, namely Luce, Nik, and Lance, were not respectful and made jokes at my expense. I've been a customer since [redacted] with two accounts, always paid on time. I requested a service appointment for Wednesday, my only day off, and was willing to pay the $75 fee upon confirmation. I felt disrespected by the representatives and am filing a formal complaint regarding their behavior. Jeff from your team resolved the issue and scheduled the appointment for Wednesday, accommodating my availability. I appreciate his assistance, but wanted to address the initial poor experience with your consultants and their unprofessional conduct. Thank you for your attention to this matter. Sincerely, [redacted]

I have been struggling with getting policy details despite multiple calls to the customer service team. Two specific representatives lack the necessary tools to provide the information I need. It has been over three weeks since I submitted the required documents and I am still waiting for the accounting department to reach out to me. I was assigned a new policy number, but I am unable to access the details as no one has been able to assist me effectively. Joyce was the only customer service representative who seemed to have the expertise to help, but unfortunately, her efforts were also unsuccessful. It shouldn't be necessary for me to create a new email account just to access my account information. The system is difficult to navigate and causes confusion. I urge the company to fix these issues with their system.

In early June [redacted], my heat pump stopped working, and despite the contractor ordering a new unit, I have not received an installation date. I have contacted AHS customer service multiple times, but they keep saying they are waiting for the equipment to be delivered to the contractor, Totally Kool Heating and Air in Morristown, TN. With winter approaching and no heat all summer, I am frustrated with the lack of progress. When I inquired about the cash-out option, I was promised an email within 24 hours, but nothing arrived. As an HVAC Contractor, I know their explanation about equipment availability is untrue. I demand either immediate replacement of the heat pump or a full refund of my payments, especially since I was asked to pay an extra $[redacted] for installation. Additionally, they continue to deduct my monthly payments. Can anyone provide assistance with this situation?

I need roofing repairs and the contractor assigned by AHS is unfamiliar with them. Despite initial attempts to help the roofer with paperwork, they faced challenges due to personal reasons. Following up, communications with AHS have been ineffective as the contact number provided led to a dead-end. Despite leaving multiple voicemails, there has been no response. My request to AHS on Oct 11th did not yield results despite escalation due to secondary damage. On Oct 21st, a 12-minute hold resulted in disconnection. I'm also having issues with an HVAC appointment for a pre-season check scheduled through AHS. Despite scheduling for Oct 15th, no one arrived, and there was no confirmation call. Subsequent calls on Oct 20th and 21st led to prolonged hold times and disconnections.

Dear Concerned Party, I have made multiple attempts to address the furnace replacement issue carried out by AQS in San Jacinto, California. Despite my efforts to reach the Contractor Relations Department over the past three to four weeks, I have yet to receive a response. The installed furnace is the incorrect size, leading to overheating and excessive heat for the air coil. A 5-ton unit was installed instead of the appropriate 3-ton unit, potentially causing issues with the vent pipes that might result in the release of carbon monoxide into the house. The contractor denies installing a 5-ton unit, but evidence suggests otherwise, as the unit plate indicates an 80,[redacted] BTU unit, equivalent to a 5-ton unit. This situation is critical and requires immediate attention from AMERICAN HOME SHIELD to avoid further complications. Failure to resolve this matter promptly may lead to legal action against AHS and AQS. It's also worth noting that no permits were obtained for the installation, adding to the urgency of this issue. I implore you to address this matter to prevent any potential risks to the occupants of the rental property at [redacted] North Forest Oaks Rd., Beaumont, California, before any harm occurs. Sincerely, J.R. [redacted] Woodlands Rd, Beaumont, CA [redacted] Contract #[redacted]97 Phone: [redacted]

Customer Robert P., with Contract # [redacted]67 and Service Request # [redacted]8, here seeking clarification on my central heat and air unit repair/replacement timeline. After multiple attempts and 2 1/2 months of waiting, I'm still in the dark. As the temperatures drop, the urgency to fix the unit is crucial as we lack backup options. Disappointed in the delayed response from American Home Shield, especially as a long-time satisfied customer. My retired status and my wife's health condition add to the urgency. Looking forward to hearing back promptly to resolve this as winter approaches.

My refrigerator stopped working, so I contacted AHS for assistance. They scheduled a technician to arrive between 2-6, and he showed up around 5:45. Unfortunately, the vendor said it will take more than 5 days to get the part, possibly longer due to shipping delays. With small children at home, my perishables are going bad. Despite calling AHS four times today, I can't seem to get through to anyone helpful. Customer service keeps promising callbacks that never happen. I rely on AHS for moments like this, but I'm feeling let down. I urgently need a supervisor to contact me at [redacted]. I know there are other similar services available, and I chose AHS thinking it was the best. My priority is getting my refrigerator fixed quickly for my children's sake.

Subject: Disappointing Experience with AHS I am Francesco Pistorio, a dissatisfied customer of AHS. My account number is #[redacted]42 with a $70 monthly payment and a $[redacted] minimum. I want to share my frustration with the lack of service and communication skills from AHS. On two separate occasions, I requested assistance due to water leaks and lightning damage in my home. Despite promises from contractors to report the issues, no action was taken, and I was still charged $[redacted]. This experience has left me questioning the benefits of having a home warranty with AHS for my household of 10 individuals. With only one out of three inspections approved, the coverage seems inadequate. The company's advertised services appear to be misleading. I will not recommend AHS to others. Francesco Pistorio [redacted] Catoctin Furnace Rd Thurmont, MD [redacted] Phone: [redacted] Email: [redacted]

Hello, I hope you are having a good day. I wanted to reach out regarding the $25 gift card offer that was promised to both my Uncle and me before we signed up with American Home Shield. My Uncle, a current American Home Shield customer, referred me, and all his information, including his address, was provided for the referral gift card. We were advised to call back after 30 days once the policy was active to claim the gift card. Could you please send the $25 gift cards to both my Uncle and me as promised by American Home Shield? Thank you for your time and assistance. N.D. and D.B.

It's been over a month without a refrigerator since the initial service request ([redacted]8) deemed unrepairable by AHS. A second service request ([redacted]8) on Nov 12 confirmed the original diagnosis. Data was sent to AHS on Nov 19 to Mr. Steve by the second service provider. Despite five phone attempts in the last three weeks, AHS has only promised to follow up within 1 to 2 hours but has not reached out with any updates or return calls as promised.

I am Marlene M. and I recently renewed my AHS account. I noticed the payment is deducted on the 24th, but I need it to be processed on the 30th to align with my bank deposit on the 27th. Unfortunately, I couldn't find an option on the website to select a different withdrawal date. I've been trying to reach a customer service representative for over a week, enduring long wait times of up to 1 hour and 40 minutes. I am frustrated with the lack of support and will share my experience on my webpage to caution others considering your service.

I submitted a service request for my elderly tenant's gas furnace repair over two weeks ago. Despite my efforts, I have not been able to secure an appointment for the repair. The company has been providing excuses for the delay, claiming unavailability of technicians in the area. Despite escalating the issue, there has been no progress. I sought to speak with a manager but was informed that it was not possible. Numerous hours on the phone later, the furnace remains unfixed. The situation is urgent as it is now mid-December and quite cold. I hope to have the furnace fixed promptly. My contract number is #[redacted]7.

I submitted a repair request for my central air unit to AMS, but they kept mistaking it for a wall unit despite my corrections. After being directed to a service provider in my area by an AMS representative, a repair was performed for $[redacted]. However, AMS charged me a $[redacted] standard fee and refused to reimburse the repair company as they were not the ones who arranged the service. Dealing with customer care for months, I faced language barriers due to their foreign accents and struggled to reach a resolution. When I requested to speak to a representative in the US, they abruptly ended the call. Uncertain about the fate of my $[redacted], I'm puzzled why the repair company was left unpaid. Both the company and I acted in good faith. I've been a loyal AMS member for years without previous service claims and find this experience disappointing. It's essential for the repair company to be compensated as they haven't billed me. Rectifying this situation is crucial for ethical business practices and customer satisfaction. -Sally B.

I have tried multiple times to obtain a copy of my America Home Shield contract from you, but I have not received it yet. Unfortunately, my original copy was damaged in a water incident. I was assured that the contract would be sent via email a few days ago, but it still has not arrived. I am requesting a copy of my contract displaying my coverage, preferably by mail since email communication has not been successful. I do not have the contract number on hand. My details are as follows: Mary C., [redacted] Rowntree Path, Helena, AL [redacted]. You can reach me at [redacted] or via email at [redacted] Please send the document as soon as possible. Thank you for your assistance.

My name is Phyllis J. from Salem, AL. My oven has been out for 3 weeks. I have contacted customer support every day about getting it fixed; the repairman mentioned it would take 9 months to get the part. I asked for a replacement, but they need until Dec 24th to try to find the part. I have been with this home warranty for almost 4 years, and I believe I am entitled to a replacement as it has been 2 months without a working oven. I am frustrated with the overseas customer service and the difficulties in reaching anyone who can help. I want a solution before Christmas when I have family visiting. Thank you.

On 11/8/21, I reported issues with my oven and refrigerator to the technician. The refrigerator was fixed but for the oven, the technician ordered the wrong part. After contacting AHS, they seem unaware of the situation. The tech and I confirmed AHS ordered the incorrect part, a control box instead of the required touchpad. The tech mentioned AHS should reach out for a replacement oven or cash option. However, days passed with no update. When I inquired through chat, they were still searching for the part. Frustrated after five weeks without an oven and now facing Christmas without one due to the parts department's delays, I spoke with a supervisor who promised to expedite the shipment after finding the part. Yet, another representative today stated they are still searching, causing me great distress. The constant delays are unacceptable, and I am considering cancelling my Home Warranty due to this poor service. A prompt resolution is crucial. Please respond urgently.

I submitted a ticket yesterday (ref #[redacted]8) as my gas furnace was not working. The vendor assigned to the job couldn't come until this afternoon, which was unacceptable given the low temperature. I reached out to your service center, requesting urgent attention within a 4-hour window, but nobody called me back as promised. I had to contact another HVAC company for assistance. They assessed the furnace and recommended a new ignitor resistance and control valve, estimated at $[redacted]. As a loyal customer (ID: [redacted]47), I am disappointed with the lack of timely response and follow-up from AHS in this critical situation. I believe AHS should take some responsibility for the repair costs. Despite being assured of a quick response, there was no follow-up communication, forcing me to seek help elsewhere. I hope AHS can assist with the expenses incurred. Thank you. - David Y.

I am experiencing ongoing problems with my service request number [redacted] that was opened on 11/08. Despite contacting customer service by phone regularly since 12/13, spending hours on hold, and being assured multiple times that the issue was escalated and a supervisor would call me, I have yet to receive any resolution. The customer service representatives keep repeating the same unhelpful information, leading me to believe they lack basic problem-solving skills. The vendor has confirmed they are missing a crucial part necessary for the repair, yet I am repeatedly told the parts have been delivered. It is frustrating that the vendor has not been contacted properly by AHS, and even conference calls are abruptly ended by the customer service team. This level of incompetence is unacceptable, and it is clear to me that AHS does not prioritize customer satisfaction. I have taken the step of filing complaints with the BBB and the Tennessee state government consumer complaint website. Thank you.