American Home Shield Customer Service Issues

I am disappointed with the customer service I received regarding dispatch number [redacted]8 from AHS. Despite being a long-term customer who pays bills regularly and rarely uses the service, my recent experience was frustrating. I did not submit the bill for my covered air conditioner repair, but when I had an electrical issue, it was deemed not "under the roof," a term I found confusing given the circumstances of my claim. I struggled to receive a callback and had difficulty understanding the representatives due to language barriers. I requested a refund of $[redacted] for the issue, which I believed was covered. I hope for improved communication with customer service representatives in the future. - C.A.

TO WHOM IT MAY CONCERN: As a contractor with Affordable Lock and Key based in Tupelo, MS, I am unable to continue working for your company. Despite numerous attempts, we have been unable to connect with a regional manager to discuss payment for previous jobs completed. This lack of communication and payment has led me to request removal from your work list. It is important to note that our job dispatch process is not conducted via email. I kindly ask that until a new contract is signed, no dispatch work orders should be sent to my attention. Sincerely, Affordable Lock and Key Tupelo, MS

I have not received any calls from the service providers I was promised, Eagle or Heat Max. My house is without heat, and I am 72 years old with a current temperature of 32 degrees. I contacted the representatives four times, but the dispatch and other units have not been helpful. I did not receive any email updates as promised. I am frustrated that I paid the $[redacted] service charge upfront and received no service, despite the $[redacted] I paid to AHS. I have a limited income from a pension and Social Security to cover my house payment. It is unacceptable that I am left without heat, especially so close to Christmas Eve. How much longer must I endure this situation?

On October 15, [redacted], I made a $[redacted] payment via credit card for a service charge to repair my dryer through Sears & Roebuck, assigned by AHS. Despite the payment, Sears did not provide the service, and after 30 days with no refund, my credit card company investigated and refunded me on December 10, [redacted]. Subsequently, on October 22, [redacted], MAC Appliances took over the repair, and I paid another $[redacted] service fee. Despite determining that four parts were needed, AHS claims the parts are on back order. I have found these parts myself, but AHS has not addressed the issue. AHS deducts $54.99 monthly from my checking account. Despite multiple promises, including a recent one for December 24, [redacted], my dryer remains unrepaired, leading me to frequent the laundromat. I am seeking for American Home Shield to honor their commitment to repair my dryer promptly or provide a replacement.

In May, Total Air Care, dispatched by American Home Shield (AHS), inspected my AC unit. They recommended a recharge but indicated the unit might not last, suggesting a replacement was necessary. After getting half approved upfront for a $[redacted] new AC unit and financing the rest, I realized I was puzzled by paying full price despite having a warranty and service visit fee. For 2 months, I've been trying to resolve the issue without success. Today, speaking with AHS's rep, Shaun, from the "Escalation Dept," I was informed that the problem lies between me and Total Air Care, even though they represented AHS. This back-and-forth is a clear example of poor customer support. If not resolved, I intend to escalate my complaints. I will also caution my real estate connections and potential clients about my experience and the uncertainty of AHS standing by its warranty. In my business, we prioritize customer satisfaction when sending representatives under our company name.

I have been a loyal customer of your company for more than 20 years. I have recommended AHS to numerous people in the past, so I am disheartened by a recent experience. I referred my parents to use your services, and unfortunately, they experienced a water pipe burst in their home yesterday. Despite my mom filing a claim promptly, she has struggled to get a response from AHS. Despite assurances from a customer service agent to call her back, nothing has happened. As a result, my mom has been without water in her home since yesterday and she is understandably upset. I would appreciate it if someone from corporate customer service could reach out to her immediately to address this urgent situation. This experience has left me questioning my loyalty to AHS. Thank you for your attention to this matter.

I am extremely frustrated with the service I have received from your company. I have been trying to get my dishwasher fixed for weeks, but all I encounter are repetitive responses from customer service representatives and vendors who do not solve the issue. I am disappointed with the lack of progress despite having paid $[redacted] already. I am seeking to speak to someone with more authority than the staff I have dealt with so far. I expect a prompt response and resolution to this matter. I have always paid my premiums on time, but the current service experience is making me question the value of my investment. I do not wish to continue rearranging my schedule for appointments that do not materialize. If this situation is not addressed promptly, I will have to escalate the matter further. Thank you.

I intended to sign up for a mid-tier plan but mistakenly got enrolled in a premium plan which I believed I canceled. Consequently, I'm now being billed $79 instead of the expected $25 alongside the correct charge. I attempted calling for assistance; initially, there was a call-back option, but I missed it. When I dialed again, the call-back feature had disappeared. I don't have a cell phone and cannot receive text messages at all.

Subject: Assistance Needed with AHS Claim Issue Hello, I am a recent customer of AHS and have had an incredibly frustrating experience that I would like to address. When I moved into my home, the dishwasher was not functioning properly, and despite multiple service visits, the issue remains unresolved. I have diligently followed the procedures outlined by AHS, including scheduling multiple technicians to assess the problem. However, there have been significant delays and miscommunications in processing the claim. I have made numerous attempts to contact AHS, but have encountered difficulties in getting a resolution. The lack of response and clarity on the status of my claim has been very disappointing and time-consuming. I sincerely hope we can resolve this matter promptly and efficiently as I am considering escalating this to the Department of Insurance and the BBB if necessary. I value a positive resolution and urge AHS to address this issue promptly. Thank you for your attention to this matter. Warm regards, Diana R. Venice, CA [redacted] Contract Number: [redacted]

On January 6th, Axis came to repair our fridge/freezer and mentioned they needed to order parts before rescheduling. After not receiving any updates, we contacted Axis to learn from Maria that the repair was marked as complete on the same day. Despite trying to clarify that the parts were still required, she insisted otherwise even when we referenced the technician's report. Contacting AHS, they promised to inquire with Axis and revert. The following day when my husband reached out to AHS, they informed us that Axis would return on January 15th. My call to Axis requesting an earlier appointment was declined by Maria, who then informed me that the January 15th appointment was for assessment, not for installing the parts from January 6th. When I pressed her for clarification, she promised to call back but never did. We are perplexed as to why AHS would send a dishonest vendor for the initial visit. Without a working fridge/freezer, we have suffered losses of over $[redacted] in spoiled food and daily expenses due to storage issues, especially challenging for us at our age.

January 13, [redacted] American Home Shield Customer Support [redacted] Peabody Place, Suite [redacted] Memphis, TN [redacted] Re: Contract Number [redacted] [redacted] [redacted] To Whom It May Concern: I am writing to inform you that we have renewed our Complete Plan starting February 2, [redacted], for another 12 months. Isiah, your customer support representative, was incredibly helpful throughout the process. While we chose to renew, I must express some concerns regarding the quality of service we received this past year. Communication with your company, especially due to the accent of some customer support representatives, has made addressing issues and filing claims quite challenging. For instance, on November 16, [redacted], our Garage Door Spring broke, leaving us unable to use the garage. After contacting American Home Shield and paying the required $75 fee, Diamond Garage Door Service came on November 22, [redacted], but couldn't fix the issue promptly. As a result, we had to seek help elsewhere, incurring additional costs. Isiah suggested that we file a claim with American Home Shield for the repair cost. Therefore, I am formally requesting reimbursement of $[redacted].10. Thank you for your attention to this matter. Sincerely, James J. K. AHS Policy [redacted] [redacted] [redacted]

To whom it may concern, I submitted a request on 12/17/[redacted] to repair my Thermador refrigerator. Active Appliances was assigned the task. A technician inspected the unit on 12/23/[redacted] and identified the issue, mentioning the need to order a new board pending AHS approval. On 12/30/[redacted], I was contacted by AHS and instructed to contact them. During the call, AHS informed me that Active Appliances requested to pull out the unit, which I explained was unnecessary due to the built-in design. I was assured an email would be sent to Active Appliances. Taking matters into my own hands, I contacted Thermador for service. Their technician assessed the refrigerator, charged $[redacted], and determined a $[redacted] fix without the need to pull out the appliance. Despite explaining the situation to AHS on 1/12/22, the task was reassigned to Active Appliances, who continued to insist on pulling out the refrigerator, causing inconvenience for my family of six. Given the prolonged period without a working refrigerator, I've arranged for Thermador to proceed with the repair and believe AHS should cover the costs. Your prompt attention and support are greatly appreciated. Thank you, Mohammad T. [redacted] Vicenza Way Los Angeles, CA [redacted] Contract number: [redacted]07

On November 18, [redacted], a company inspected our a/c and recommended a new system. After AHS ordered the new unit from Lenox, the company AAA all brands failed to pick it up, citing various excuses. Over a month later, a new company was contacted on January 10, [redacted]. However, AHS failed to update the purchase order for the new company, resulting in a second unit being ordered from Goodman instead of picking up the original one from Lenox. As of January 25, [redacted], the new company South Fl Crane has not been informed of the available system. We have been without a/c since November and despite numerous calls and requests for a supervisor to contact us, no one has followed up in the last 68 days. The lack of communication and service is unacceptable.

I am writing in regards to a service request made on November 1, [redacted]. Initially, we contacted American Home Shield for a heat pump repair. United Air Temp was assigned to the task. Two technicians came on November 5 and added freon for $[redacted] since it wasn't covered by AHS. They identified an issue with the Section Valve and advised a system replacement priced at $[redacted], with a $[redacted] refund if paid upfront. I opted to proceed with repairs rather than the costly replacement. After some back and forth, the Section Valve was removed and the repair continued. Subsequent visits and communication with AHS and ATR have been fruitless, and the issue persists. Multiple calls to AHS have not yielded a resolution as of yet. I am enduring considerable inconvenience due to the lack of heating during the frigid winter. Please expedite the handling of this matter promptly. Thank you, Fred Chen.

I am frustrated with my experience trying to communicate with the customer service representatives at American Home Shield. The language barrier is a big issue, making it difficult to understand them clearly. When I signed up for their services in December, I specifically asked to receive monthly bills at my home address, but I have yet to receive any bills as of February. I paid my second bill over the phone in January, yet received an email saying my account was past due. Upon calling customer service, they assured me the payment was applied but it wasn't. I simply want American Home Shield to send me monthly bills as requested without requiring my credit card information. Dealing with customer service representatives who struggle with English comprehension is frustrating, and I hope to speak with someone who can communicate clearly in English.

I recently had a frustrating experience with claim number [redacted]8 regarding my Maytag washer repair through AHS. The situation involved ongoing misinformation and changing stories from AHS, resulting in out-of-pocket expenses. Initially, two service calls were made in December, parts were ordered, and delays ensued. Despite consistent follow-ups, there were conflicting reports about required parts. After weeks of waiting and no resolution, the issue persisted. I expressed my dissatisfaction and considered canceling my contract. AHS proposed a cash buyout, but the process was delayed multiple times, leading me to purchase a new washer. Subsequent calls to AHS brought more inconsistencies and unfulfilled promises. This protracted ordeal has left me exasperated and contemplating switching service providers. AHS's handling of this situation has been disheartening, especially considering my long-standing relationship with them. I am eager for a resolution and clarity on the way forward.

I contacted for plumbing service on 12-31-[redacted]. Gibbys Electric and Heating were assigned. They visited on 1-24-[redacted] for the third time and unfortunately, my water issues have not been resolved. Currently, my shower lacks hot water, the new tub faucet is not properly attached, and my kitchen sink has a red ring. The pipes in the walls are now shaking and making noise. Communication with AHS has been challenging due to delays and lack of progress. I am frustrated with the service and the inability to escalate the situation. The timeline for resolution keeps getting extended, leaving me without a proper bathing facility for an extended period. Contacting Gibbys has not been fruitful, and I am facing a wait until 2-7-[redacted] for further updates. AHS support has not been helpful, and I am seeking assistance to address these ongoing issues promptly. Thank you.

I have encountered issues with my ductwork that has been incorrectly installed in my attic. I have reported this problem to American Home Shield three times, but they claim that there is no mechanical failure to cover the ductwork repairs. It is clear that ductwork does not have moving parts prone to mechanical failure. Four different technicians from separate companies have confirmed that the ductwork installation was incorrect, and the entire system is not appropriately sized for my home. Despite setting the thermostat to 70 degrees, my daughters' rooms are uncomfortably cold, with temperatures ranging from 58 to 62 degrees. In my experience, American Home Shield's response has been inadequate, and I believe they prioritize profit over customer well-being. I urge others to reconsider using their services. I intend to cancel my contract once I can connect with a representative proficient in English. Their approach seems focused on exploiting loopholes rather than ensuring customer satisfaction. I plan to exhaust the remaining credit on my account before parting ways with the company.

My stove top has been out since the end of November, and AHS has been unable to obtain the power board for it. It is now delayed until mid March, which is the third proposed date for the part to arrive. I have asked twice if I could receive a partial amount to help with replacing the cooktop sooner. Despite not covering the full cost, I urgently need a stove top as I went without one during Thanksgiving and Christmas. The inability to prepare meals easily is very frustrating. I have made several calls requesting to speak with a supervisor, with a promise of a call back within 4 hours, which did not happen on Monday this week. I have not received any updates on my request for funds or the ongoing delays without having to contact them each time to inquire about the power board.

Service Request #: [redacted]8 placed on 10/25/[redacted] Plan: HomeShield #[redacted]17 Expires on 09/08/22 I have been an AHS customer for 22 years in my current home and 18 years in my previous home. Despite hearing complaints about AHS, I have generally had a positive experience until now. On 10/25/[redacted], I requested service. A technician from All American Electrical Services, Inc. arrived a few days later. Unfortunately, I was unimpressed with his lack of professionalism. He briefly inspected my 72" fan, took pictures, and declared it unrepairable. Since then, I have been in limbo with AHS. Despite numerous calls, all I get is promises to follow up with the vendor. This has been going on for almost 3 months, and I find this unacceptable. I've even filed a complaint with the BBB. I request a new vendor to address my issue promptly as I believe the current one is unresponsive. I urge AHS to review my file, listen to my repeated calls, and expedite a solution.