American Home Shield Customer Service Issues

As a disabled veteran, I have been dealing with a faulty appliance for months. Despite multiple attempts at repairs, the issue persists, leaving me unable to cook. I have paid a significant amount for the service, but the problem remains unresolved. I am reaching out for assistance and hoping for a prompt resolution to this matter.

I am seeking a resolution to the recent issues with my gas furnace replacement. The delay left my family without heat for over a month, which was especially difficult as my wife returned home from the hospital with health complications. We had to rely on an electric heater and sleep in the living room to keep warm. I have three home warranty contracts with your company and am interested to know what steps will be taken to rectify this situation. Without a satisfactory response, I may need to cancel my contracts. Sincerely, L.H. [redacted]

In late September, I requested repair for my refrigerator. A representative visited five times before finally fixing it. I was without a refrigerator for a significant period. Despite my efforts to request a different company due to lack of expertise, I was not provided with an alternative. Now, the refrigerator is broken again. I refuse to continue paying for a service that is unreliable and unresponsive. I demand immediate cancellation of the service without any new charges to my credit card. My agreement number is [redacted]68. Today, after a 25-minute hold, I was transferred to another person and then disconnected. This recurring issue needs addressing. I am adamant about not renewing this service.

RE: Contract [redacted]88. Amber Traeger residing at [redacted] W Bryan St South Bend, IN [redacted]. On February 7th, I contacted my city sewer department regarding a blocked toilet and tub in my bathroom that Drano failed to clear for three days. The sewer department came promptly and identified the issue on my end, advising me to contact a plumber. I reached out to Ace Plumbing and Drain Cleaning, and they efficiently cleared the blockage on February 8th by snaking the cleanout in front of my house and the roof vent. I found it puzzling that American Home Shield requires their technician to assess the problem despite the city sewer department's evaluation already pinpointing the issue. I am willing to deduct the $[redacted] service fee from the total bill I paid Ace Plumbing, as I was unable to use my home for five days and incurred additional expenses staying elsewhere. I can provide the bill from Ace Plumbing for reimbursement upon request. Thank you for your understanding. Amber Traeger

I've had ongoing trouble with my refrigerator, with four unsuccessful repair attempts between two companies. Big Al's visited last, but couldn't fix the issue, while A&E, whom I paid, didn't show up for their last appointment scheduled on 2/23. Despite being charged extra for Big Al's visit, I didn't receive a refund for A&E. Even with replacement parts available online, my problem persists. Customer service has been lacking and I feel let down, especially with no follow-up when A&E failed to repair the appliance before my contract renewed. I am disappointed with the level of service and expect better treatment as a loyal customer. I plan to escalate this matter to a senior service executive. Amanda G. [redacted] Alford Way Wellington, FL [redacted] [redacted]

The repair contractor I scheduled for my mini split heat and air unit was unable to fix it after two visits. The technicians mentioned they were unfamiliar with mini split systems and only took pictures. The owner also visited, took pictures, and informed me about a rust issue and proximity to the house, estimating a $[redacted] repair cost. I disagree as plastic doesn't rust and the unit complies with regulations. Feeling skeptical about the contractor's integrity and suspecting a sales pitch for a new system, I researched the company and found numerous negative reviews. It's crucial that this situation is resolved promptly; otherwise, I might have to reconsider continuing my policy with American Home Shield.

I am Kelly Le and I purchased appliance insurance from American Home Shield (AHS) at 1[redacted] with ID [redacted]58. I have paid $1,[redacted] already. My LG Dryer's true steam sensor stopped working on 3/24/[redacted]. I contacted AHS for assistance. They inspected the dryer on 3/29/23 and determined it needs a "gas valve," but after the technician opened it on 4/17/[redacted], they now say it needs a "something board." It's frustrating and unprofessional. I inquired how they would feel being without a dryer for a month and a half but got no response. I urgently need help resolving this issue. Thank you.

On 4/26, I requested service for my AC that was making a loud metallic sound. The first technician misdiagnosed the issue, but the noise persisted even after the copper pipe was secured. Seeking a second opinion, I contacted UNITED AIR TEMP AIR CONDITIONING & HEATI at [redacted]. On 5/9/23, the second technician identified a failing compressor as the source of the noise, which is not deemed replaceable as it's still technically operational. AHS insists I pay for a third opinion if I disagree. I am adamant that the compressor be replaced to restore my AC to its previous functionality. I urge the matter to be elevated within the escalation department. - David V. from Oakland, FL, [redacted].

On 5/10/[redacted], I encountered a situation where my Carrier Infinity system needed replacement. A contractor appointed by AHS installed a Goodman Heat Pump of a lower SEER rating and incompatible with my existing Carrier system. Despite my concerns regarding compatibility, the contractor proceeded with the installation. Unfortunately, the Goodman Heat Pump failed to function correctly with my system, displaying error messages on the thermostat. The contractor's response to the issue was unsatisfactory, leaving me with an incompatible setup. I am seeking AHS's assistance to have a qualified contractor remove the Goodman Heat Pump and replace it with a compatible Carrier model, ensuring proper communication with the system's control board for optimal functionality. The key resolution lies in ensuring compatibility between the heat pump and the system's controller.

I have an appointment scheduled with Sears Alameda this afternoon under service appointment #[redacted]58. The address on file is [redacted] Ptarmigan Dr. Apt.1 Walnut Creek, CA [redacted]. To avoid confusion, I want to clarify that even though it says "Apt. 1," it's actually the end unit of a single-story structure with "Apt. 1" displayed on an exterior wall, not at the front door. I've tried to communicate this to Sears (Alameda) through their automated call system, but it doesn't allow for these details to be updated.

I have a sulfur smell in my hot water, but the hot water heater is not leaking and seems to be working fine. I explained the issue to AHS and the contractor before he arrived, even sending photos of the unit. When he came, he only looked at the unit, took photos, and then consulted his supervisor. They concluded that since the unit was not leaking or malfunctioning, they couldn't do anything. I'm surprised and disappointed considering I paid a service fee for this visit.

Subject: Reimbursement Request and Cancellation of Contract Hello, I am reaching out regarding a reimbursement for $[redacted] that was deducted from my bank account on 04/07/[redacted] for an A/C tune-up. Despite multiple attempts to schedule the service with the assigned technicians from AIR PLUS SERVICES (Dispatch #[redacted]68) and AIR SOLUTIONS PLUS (Dispatch #[redacted]68), they did not respond to my calls and messages. After contacting American Home Shield (AHS) customer service multiple times, I was informed today that there was no record of our previous conversations regarding the reimbursement. The representative implied that I was not being honest and requested documentation from the contractors to verify the incomplete work. I am requesting an immediate refund of the $[redacted] and the $75 paid in April. Upon resolution of this matter, I would like to cancel my contract with AHS. Thank you for your prompt attention to this issue. Sincerely, [redacted]

In January [redacted], AHS sent Ramey Appliance to repair our old refrigerator. Stephen from Ramey said the required part was not available and he would request a replacement through AHS, which he failed to do. After contacting AHS weeks later, a representative promised to reach out to Ramey Appliance but no progress was made. Despite assurances of a follow-up call, months have passed with no contact. I am requesting AHS to send a different technician to assist with the refrigerator and waive the service fee.

I've been awaiting stove top repairs for 3 weeks now. A technician came twice, but the last time he mentioned the part he ordered was faulty and needed reordering along with another part. After a week, he claimed the repair was completed, which wasn't true. The company reassigned the work order, saying it will take another week before they can come out and gather information to order the part, totaling 2 weeks before I might have a working stove top. Despite multiple calls this morning, I was denied a transfer to a supervisor, which I found disrespectful as a customer. I am now waiting for a new vendor. This situation feels like a circus without the funny clowns. Disappointed in the service provided by AHS.

I recently submitted my first service request to AHS and encountered issues with the handling of my complaint. I contacted AHS customer service for a back-flow valve problem in my yard. Despite misunderstanding the issue and only labeling it as "valves," AHS promptly processed the $[redacted] charge and sent Gator Drain for the repair. Unfortunately, Gator Drain informed me that the repair was not covered. When I requested reimbursement, my appeal was denied without the opportunity to speak with a manager. Upon reviewing the agreement, I did not find clear exclusion of irrigation valves from coverage. Considering my financial situation after being laid off, I am requesting AHS refund the $[redacted] service charge.

I am very frustrated with American Home Shield's service. We have three appliances that have not been fixed, including my range which has been out of order for over a month. Several technicians have attempted to replace the microwave, but they claimed they couldn't use the plug. The issue is that American Home Shield installed the plug and even sent someone in 2[redacted] to replace it. Additionally, my air conditioning is also not working, and no one has returned to address it. I hope to resolve this situation promptly before considering legal action. I have exhausted all possible avenues to address these problems.

My son's AC has been out for two weeks now. American Shield hired a company to do the repairs. The technician came and removed a part from the AC unit, mentioning that a replacement was to be ordered. Today, when he called for an update, the lady representative informed him that the AC part had not been ordered yet. With the Florida heat nearing [redacted] degrees, my son and his family are now trying to urgently arrange for the AC to be serviced. There was no explanation given for the delay in ordering the necessary part, especially since it's covered under their home warranty, with monthly deductions from their bank account. Darrell Chapper Sr. is reaching out for a solution to this frustrating issue for Darrell Chapper Jr. Contact numbers include [redacted], [redacted] for Tanya Chapper, and [redacted].

I am struggling to comprehend your business practices. I requested a service on July 3rd, expecting to be contacted by the vendor within 24 to 48 hours. Despite the vendor accepting the job, they have not contacted me to schedule an appointment as they claim. I followed up per your instruction, reaching out multiple times with no response. I tried to request a different contractor, yet was informed I must wait for the original one to respond within the designated time frame. Despite this passing, I am still being denied a new contractor. I was advised to wait 3 to 5 hours for a supervisor callback from yesterday's call. It is disheartening to pay for a monthly service and face such difficulties in obtaining quality customer service. Being unable to secure the needed service is frustrating. The corporate number redirecting back to customer service is disappointing, as the focus should be on supporting customers, not contractors.

Subject: Frustrations with Repairs for Whirlpool Refrigerator Ice Maker I wanted to share my recent experience regarding a service request for the ice maker on my Whirlpool refrigerator. The inspection and repairs were handled by Starr Service LLC after parts were ordered. However, despite the completion of most repairs on April 11th, the control part was never received, and my ice maker has stopped working again. Trying to contact AHS and Starr Service LLC has been challenging, as most phone numbers led to automated systems with no human contact. I was even informed by an AHS employee that I would need to submit a new service request and pay again due to the 30-day timeframe being exceeded. Feeling frustrated with the lack of support, I am considering filing a complaint with the BBB. If anyone has advice on how to effectively address this issue, I would greatly appreciate it. You can reach me at [redacted] Thank you, Robert D. Wooldridge

I have been a customer of your service for a few years now. I have only used the companies you recommended to come to my home. However, over the past two years, resolving issues has taken multiple attempts. Last year, I was charged for coolant unnecessarily as there was no leak, and after that service, the air went out again. On the third visit, it was the blower fan, which seems to be a recurring issue. Last week, on July 14th, the air went out again with no power to the unit. The company came on Saturday and supposedly fixed the problem but did not provide a receipt or inform us of any problems. The air went out again on July 17th, and after calling several times with no luck, I had another company look at the A/C. The technician noticed that someone had bypassed wires from the breaker box straight to the unit, causing melting wires. The original technician should have detected this issue. I have pictures of the damage and now need to replace the unit and seek compensation for the oversight.