American Home Shield Customer Service Issues

On Saturday, July 23rd, my air conditioner stopped working, and I have not received any satisfactory answers since. The vendor assigned by your company claimed they are no longer associated with you, and American Home Shield (AHS) has not been able to find a replacement vendor yet. Despite being told my request was sent to dispatch, there has been no response. I am considering getting it fixed independently, but my contract with your company promises results. If your company cannot find a repair provider, what are my options? I have already paid the $[redacted] deductible with no resolution or explanations. Every time I called this week, I was told to wait another 24 to 48 hours without any outcomes. The last representative I spoke to mentioned forwarding the details to the contractor relations department and dispatch, estimating a response by Monday, August 1st. It's sweltering here, and I have young children at home. The service has been extremely unsatisfactory so far.

I contacted American Home Shield to schedule a service request on July 20, [redacted]. Jackson Plumbing came five days later on July 25, but only visually confirmed the leak without proper inspection. They said they needed approval from American Home Shield to replace the water heater, leaving us without further action. Despite promises from Jackson Plumbing and American Home Shield, no updates were provided. Proceeding to July 27, after following up, American Home Shield confirmed the approval, but Jackson Plumbing failed to get in touch as promised. On August 1, after being told by Jackson Plumbing that we were denied, I contacted American Home Shield for clarification. Unfortunately, after explaining my situation to Rep Joslynn, the call got disconnected, and I had to wait another long period to speak to a supervisor. The lack of communication and unprofessional behavior has left me deeply dissatisfied with the service, and I am seeking a resolution promptly.

I submitted three service requests, none of which were completed. The first technician missed two out of the three appointments. On the one visit, he didn't fix the issue and had to leave for an emergency. Despite promises, he never showed up for the subsequent appointments. We didn't want to work with him further due to his unreliability and rudeness. Even after requesting a different technician, we were assigned the same one. We asked for a refund, which was promised but hasn't been processed. Another service request for a leak was paid for, but no work was done, and I haven't received a refund for that either. If the services cannot be completed, I expect a refund. The current level of service from AHS is disappointing.

On June 1, [redacted], I submitted a service call request to AHS for my air conditioner, which was not cooling properly. AHS assigned M & H HELPING HAND as the contractor. After inspecting the unit, the contractor informed AHS that it needed to be replaced. However, there have been delays in ordering the necessary parts. Despite multiple attempts, the correct parts have not been received, causing a significant inconvenience for me and my family. We have been unable to stay in our home due to the heat. I believe AHS should take responsibility for the delays and either expedite the process or compensate me for any additional expenses incurred if I need to hire another contractor.

We have had a home warranty with AHS for a few years. Recently, a burner on our electric cooktop stopped working, so we filed a claim with AHS and paid the $[redacted] service fee on July 12th, [redacted]. Sears was assigned as the service contractor, and a technician came on July 14th. Replacement parts were ordered but turned out to be incorrect for our cooktop model. Correct part numbers were noted, and new parts were supposed to be ordered. However, after three weeks, we were informed that the replacement parts were not available. AHS policy mandates waiting 28 working days before addressing a replacement cooktop. Despite numerous calls and long hours on hold, we've made no progress. AHS stated Sears must provide a written recommendation for a new cooktop, but there has been no movement despite promises of communication within 24-48 hours, leaving us without a functional cooktop for over two months.

Good evening. After several repairs, your company should have reported the water leak from the coil case and recommended replacing the unit. I have spent at least $[redacted] on service calls through AHS. Your company installed a new compressor stating it was not normal wear and tear on the [redacted] unit. We spent $[redacted] on the repair and an additional $[redacted] on Freon. Another air conditioner company advised me that when the coil was replaced, the outer case should have been replaced as well. Water is still leaking under my home, and my home insurance will not cover it. When I worked for a home warranty company, I always advised customers to contact the warranty company for a buyout to replace the unit. This situation has now cost me over $[redacted] for a new unit. It would have been more manageable if the recommendation for a new unit was provided earlier.

I had an issue with my washer replacement process. After the repairman confirmed my washer was unfixable, I received an email to choose a new one. Unfortunately, the one I selected didn't fit in the space as the measurements were incorrect. I was advised not to accept the delivery scheduled for 8/29. I was supposed to be contacted on 8/31 about the restocking process and to receive a new replacement washer selection. However, I haven't been contacted yet. Upon calling, the customer service representative seemed unaware of the situation and was unhelpful. I requested to speak to a supervisor but was told there was a 2-day wait. I am reaching out for assistance in resolving this matter promptly.

My contract number is [redacted]48. On July 26, [redacted], my Central A/C unit stopped working, so I reached out to American Home Shield. After being informed that they couldn't find a licensed contractor, I paid a $[redacted].00 service fee when filing the claim on July 27, [redacted]. To get my A/C fixed, I had to pay a local contractor a $[redacted].00 diagnostic fee in August, [redacted], along with additional costs for parts and labor. I sent the paid invoice to [redacted] on July 8, [redacted], but didn't receive confirmation. After calling AHS and being told they hadn't received it, I sent a second email and a hard copy to their Memphis address. Despite multiple follow-ups, phone calls, and long wait times, I still haven't received acknowledgment of my invoice. Today, August 31, [redacted], AHS mentioned that my $[redacted].00 refund was processed on August 16, [redacted], but could take up to 21 days to arrive. As the refund hasn't reached me yet, I am incredibly dissatisfied with the service.

Hello, I am a ShieldGold gold member, Christina O'Mara. Recently, I encountered an issue with my home warranty regarding the coverage of an anode rod for my water heater. Despite all components being covered, the anode rod recommended for replacement by a contractor was denied due to the smell it was causing in the water. I believe this should be covered as it is an essential component of the water heater. After multiple attempts to resolve this with customer service, I felt the denial based on "smell not covered" was unjust. I have taken steps to address this issue by filing a complaint with the BBB, planning to contact the Attorney General's office, and considering further legal action if necessary. I am hopeful for a resolution from the company’s legal and management team soon. Christina O. Hayes, VA

I have been experiencing issues with my air conditioning during hot days. It has shut off twice in the last week only to start working again after a few hours. This problem has been happening for the past couple of years. Whenever I schedule a technician to come out to test it, the AC starts working again, causing me to cancel the appointment. Most technicians say they can only diagnose the issue if the AC is acting up at the time of their visit. The problem usually occurs on sunny hot days after 2 pm, never in the mornings. Despite trying to schedule a late appointment, the technician arrived early. He was very helpful and explained the testing results, but without the issue happening during his visit, he couldn't pinpoint the problem. I would appreciate a solution to have a contractor on standby when the problem occurs or to arrange for an independent contractor to come out when needed. Thank you.

Our 3-year-old dryer urgently needs a heating element and a thermostat. We have been trying to schedule a service for 9 weeks now, but we haven't had any luck. Despite multiple promises of callbacks and appointments set, the contractors from B & F Appliances have failed to show up or even provide a courtesy call. Our latest appointment scheduled for July 12th between 1:00 and 5:00 PM was another disappointment with no one arriving or contacting us. It's now mid-September, and as senior citizens in our late 70s, it's becoming increasingly challenging to keep up with the laundry situation. We are tired of having wet clothes everywhere and desperately need assistance. We are Brian and Martha Donegan, and we sincerely hope for a prompt resolution to this ongoing issue.

After 5 1/2 months of unsuccessful repair attempts and multiple technicians unable to fix the washing machine, AHS finally provided a new appliance. Unfortunately, the delivery company refused to install it due to frozen connections. I had to hire a plumbing company for over $[redacted] to replace and re-pipe the connection box. The delivery company left the new machine with me but didn't provide a contact number for installation. Despite contacting AHS multiple times, I couldn't get through to the right department or receive the correct information. I've been spending a significant amount at the laundromat since mid-March and I'm unsure where to seek help or guidance at this point.

American Home Shields (AHS) and Peycor have provided unsatisfactory service. A Peycor technician visited my home on 9/12/[redacted], added 3 pounds of refrigerant to the A/C unit, charged $[redacted].10, and claimed to replace components, but the unit was noisier after his visit. AHS arranged for Peycor to return on 9/14/[redacted] with no improvement. Butler’s HVAC Service was sent by AHS for a second opinion on 9/16/[redacted]. They discovered all the refrigerant had leaked out due to a leak. After reporting to AHS, on 9/22/[redacted], Peycor returned and confirmed the refrigerant leak on repair order # [redacted]. However, now AHS and Peycor are alleging tampering by the previous company, Butler’s HVAC. The manager of Peycor mentioned tampering reported to AHS. Issues with AHS and Peycor have led me to be cautious with technicians in the future. Assistance in resolving this matter would be greatly appreciated. Thank you, Rex Draughon.

On August 11, [redacted], I submitted a service request to American Home Shield regarding my air conditioner, which was not cooling properly. A contractor sent by AHS on August 18 assessed that the entire furnace system needed replacement, but declined the job due to its size. AHS permitted us to find an independent contractor, and we obtained estimates from five different heating and cooling companies. Unfortunately, these companies prefer we handle dealings with AHS directly citing past issues like delayed payment and authorization. Despite providing the estimates to AHS and the original contractor's diagnosis, we have faced difficulties. The guideline of paying the invoice in full first and then being reimbursed poses a challenge as our estimates range between $9K and $20K, which we currently lack. Consequently, AHS has not authorized the furnace replacement with our chosen contractors, and the claim has been with the dispatch team since September 23. Despite numerous calls to customer service, I have been unable to expedite the process. Winter is approaching, and all I seek is the prompt replacement of the furnace system as recommended by all contractors and the authorization to engage directly with AHS.

My service contract number is [redacted]08. My address is 60 W Mickey Mantle Path, Hernando, FL [redacted]. On 09/02/22, I scheduled service for my washing machine and was disappointed with the follow-up by Speedy Heat & Air. After the technician ordered a part and mentioned it would arrive in about a week, I have been struggling to reach them as they do not return my calls. Today, I contacted the [redacted] number and explained my predicament to a representative. She assured me that they would contact me soon. Having been a loyal customer of AHS for 20 years, I am now considering canceling my contract. As a realtor who has recommended your services to clients, I am disheartened by this experience. My contract is valid until October 30, [redacted]. Previously, Sears handled my service requests exceptionally well. I urge you to address this issue promptly and have someone contact me as soon as possible. Thank you.

Sarina Proctor [redacted] Garden Lake Dr Kingwood, TX [redacted] October 18, [redacted] American Home Shield Corporate Office Headquarters [redacted] Peabody Place Memphis, TN [redacted] To whom it may concern: I have held a service contract for the property I reside in for a minimum of 18 months. I pay my monthly bill regularly and requested a service for electrical issues at the end of September [redacted]. Despite several attempts to contact the contractor, Preferred Electrical Services, LLC, at [redacted] during their operational hours, the Dispatch #[redacted]78 was not fulfilled. I was refunded the $75 deductible due to this lack of service. However, my actual warranty was unexpectedly canceled by AHS on October 11, [redacted]. I am disappointed by the treatment I have received as a paying customer and am exploring further actions if not provided with a satisfactory explanation. Regards, Sarina Proctor

Our dryer malfunctioned, and I initially requested service on 10/12/22. Atria sent a technician to the house on 10/14, suggesting only a dryer vent cleaning. After his visit, the dryer still did not heat. A second technician from Atria came on 10/17, also claiming the dryer was functioning correctly. Despite this, the dryer continued to not heat. After contacting AHS again, they promised to send a senior technician from Atria to repair it. However, Atria later informed me they would not return and the dryer was unfixable. AHS mentioned awaiting a report from Atria and said they would update me accordingly. Today, AHS suggested cleaning the dryer vent, which was done professionally on 10/16. They have yet to address the heating issue. I requested to speak with a supervisor, who should contact me within 24 hrs. We have been without a dryer for a week, and AHS has not fulfilled their agreement to repair or replace it. Communication has been challenging as neither AHS nor Atria staff have strong English skills. Your assistance in resolving this matter is greatly appreciated.

I filed a claim for my dishwasher on September 4 and paid the $[redacted] deductible. The technician ordered a part and rescheduled multiple times without showing up during the specified times. Each time, they rescheduled without a clear explanation. The appointments were consistently set for a wide timeframe, but the technician never arrived. I tried to get answers and a refund, but was met with unhelpful customer service representatives who claimed no one else was available to assist. I am frustrated with the lack of communication, the constant rescheduling, and the inability to resolve this issue. I am seeking a refund and looking to cancel my dealings with this company.

Hello, I have been attempting to have our AC unit repaired since filing a claim with AHS on October 1st. The response from the repair vendor, Wallace Cooling and Heating, has been inadequate, especially for three seniors - two of whom have disabilities and serious health concerns. We have been living without proper cooling or heating for many weeks. Wallace's approach seems to involve delaying contact, offering excuses, extending appointment times, and then rescheduling. Although they claim to have received the necessary parts and scheduled to repair the unit tomorrow morning, I received a text at 10 pm last night stating the appointment was canceled due to non-payment for freon. Both the AHS representative and Wallace confirmed the freon payment would be collected at the time of service, not in advance. I have reached out to resolve this issue, but have not received a response. It is vital to find a vendor who can complete the work professionally and promptly. Your help in resolving this matter is greatly appreciated, as we are currently relying on space heaters to keep warm. Thank you.

Today, we waited from 8 a.m. to 4:30 p.m. for our service technician to arrive. After being informed of a late arrival, our appointment has been rescheduled to 12/22. We had already waited a week for this appointment, and experiencing the same issue as we did in [redacted] is frustrating. We were rescheduled multiple times back then after waiting the entire day. The recurring delays are completely unacceptable, especially considering the monthly fees we pay for the service. I am incredibly frustrated and would appreciate a phone call to address this matter. You can reach me at [redacted].