American Home Shield Customer Service Issues

Contract number [redacted]. I am Judy S., and I scheduled Amin Air through AHS to fix my AC at [redacted] Cedar Crest La Quinta Ca. However, upon arrival, the service person was unable to work on a tile roof due to company policy. AHS then sent AC Blue Air, who fixed the AC. AHS mentioned I might be charged two service fees as Amin was denied. I requested to speak to a supervisor but was mistakenly rerouted. Frustrated by the long wait times, I opted to communicate via writing. Kindly confirm that I will only be charged for one service call, and let me know if the original card provided was charged or if additional information is needed. Thank you.

On September 8th, I submitted a service request for my non-working garage door opener. Leonard Electric was assigned the job, but after three days of attempts, they stated they were too busy to fix it. Despite numerous calls to customer service explaining the situation, no resolution was provided. This morning, a customer service representative assured me they would contact Leonard Electric and arrange a call within 30 minutes. They even promised to call me back to confirm, but it has now been over an hour and a half with no follow-up. I am disappointed in the lack of basic service despite paying a monthly insurance fee.

Earlier this year, I had a service call for my upper AC unit. The technician recommended replacing the unit due to it freezing over, which caused significant damage to my kitchen ceiling and walls. Although collateral damage is not covered, only a new condensate line was installed, as the AC was not replaced. Now, the issue has recurred, and another service call was needed for All Pro to replace the AC. I am frustrated that my kitchen is once again damaged. Despite being warned by the technician, I am disappointed that I may have to bear the cost of repairs. I have been waiting over two hours to speak with a supervisor to address my concerns effectively in clear English.

My mother has been without air conditioning since the 14th. The temperature outside is 95 degrees, and she relies on oxygen. A technician from Paris, TX came out a week ago, but we haven't heard anything since. I don't mean to be impolite, but she's been a loyal customer for 30 years. Please understand the urgency of the situation. We need someone to come out today to fix the issue as her health is at risk. Her contract number is [redacted]62. Her name is Evelyne Mcdonald, and she lives at 30 Timberlane, Texarkana, TX [redacted].

I submitted a service request for my air conditioning on Monday, 9/17. A representative from A-US Air left a voicemail asking me to schedule an appointment and provided a general phone number, not a direct line to their office. Unfortunately, their calls appeared as 'Unknown Caller,' which is why I missed them. After various communication issues, including missed calls and no-shows, I had to contact AHS for assistance. Despite informing A-US Air that AHS was sending a different company, they still attempted to come. Simultaneously, Cityline A/C also reached out to me. Feeling frustrated by the confusion and possible incompetence, I had to seek assistance from my own A/C service provider. It seems there might have been subpar work done by A-US Air during a previous installation. I hope AHS can address my concerns promptly. Thank you.

Regarding contract #[redacted]12 for the property located at [redacted] Hearthstone Terrace, Port Orange, FL [redacted], we have been facing ongoing issues with our AC unit. Despite multiple attempts to resolve the problem, the latest effort on 9/21/18 with technician "Ryder" from Element Air & Refrigeration indicated that a new unit was necessary due to the age of our existing system, which is over 18 years old. However, we later received conflicting information from Lee Ann at Element, stating they would only repair a rusted evaporator coil and attempt to fix the Freon leak, although expressing doubts about its effectiveness. After a frustrating conversation with Lee Ann, where she cited various excuses, we are requesting a second opinion from a more reliable company. We feel that Element Air & Refrigeration lacks the necessary expertise and professionalism to handle the replacement of our AC system effectively. We hope this matter can be resolved without additional service fees given the unsatisfactory service provided. Your prompt attention to this issue would be greatly appreciated. Thank you for your understanding. Sincerely, Mr. and Mrs. Colin K.

I had a technician come to inspect my garage today. He was here for only 5 minutes and concluded the issue was rust. My problem with the garage door is that the switch opens by itself and sometimes does not work to close the door, requiring us to use the remote from inside the car. The switch did work for the technician today, but he insists it is not the cause. Rust couldn't explain why the garage door randomly opens at night. As a member of AHS for over 20 years, I am disappointed with the service provided. I am not willing to pay $75.00 for a brief visit that did not resolve the issue. We resorted to using a screwdriver to prevent the door from opening on its own. The technician suggested calling when the switch fails, but this ongoing problem led me to contact AHS in the first place. I checked my contract, and if I suspected an issue outside of the covered items, I would have contacted a service company directly. The attitude of the customer service representative who called was unhelpful, suggesting I seek a second opinion at my expense, which I find unreasonable.

Service address is [redacted] Via Espana, Murrieta, CA [redacted]. I urgently need a call back from AHS. I initiated a service call on Sunday, got a call on Monday, and had the technician come yesterday. During our conversation, the technician inquired about a power interruption that might have affected the pool pump. I clarified that there were no power issues and that my husband followed Hayward pump instructions after receiving "Drive Stalled error" or "Failed to Start error" messages, which referenced water ingress in the manual on page 14. I am quite frustrated after waiting over 1.5 hours on hold today with my phone batteries draining. I even contacted SCE (the power company) to confirm no recent power surges as mentioned by their representative. The pump was replaced with a new Hayward pump five years ago.

I currently have an ongoing issue regarding my LG French Door Refrigerator with AHS under contract #[redacted]02. I am seeking approval to engage California Appliance Repair in addition to the original contractor, Premier Appliance Services, due to extended wait times. I have urgent need for the refrigerator to be fixed promptly as it is currently out of service, causing inconvenience. Whichever contractor can provide the earliest available appointment would be greatly appreciated. I have attempted to reach out for assistance via phone but have been unable to connect with a representative after waiting on hold for extensive periods. I kindly request a prompt response to address this matter. Thank you.

My name is Gene P. and my contract number is [redacted]. We have been customers for several years. I always prefer requesting service over the phone as I may have questions. Today, I called multiple times and each time was put on hold for several minutes across the 5 phone numbers I dialed. Each number had the same automated message prompting a service request. I experienced a hold time of up to 46 minutes. I made at least seven unsuccessful calls today. Despite the lengthy hold times, my monthly payments are promptly taken. Frustrated, I resorted to submitting a service request online. The customer service experience was disappointing. Although I used to recommend your company, my opinion has shifted. I intend to leave a harsh review.

I requested a service for my home on 10/4/18 and was informed someone from ASAP COMPANY would be contacting us. When a call finally came after almost 24 hours, it disconnected. Upon calling back, the person who answered, lacking in customer service skills, said the request had been canceled and to contact AHS. We had already paid $[redacted] upfront for the service, so we were puzzled by the cancellation. After multiple attempts, including leaving messages for Jessica Reyn on 10/5/18, no one has returned our calls. Assistance is urgently needed as contacting AHS resulted in a long wait with no response. We are frustrated by the lack of communication and seek resolution promptly. -Jennifer R. C.

I believe American Home Shield is required to replace the water heater for only a service charge as per the home warranty contract. However, the plumbing company has charged extra for what they referred to as "MODIFICATIONS" during the installation. The contract clearly states that additional fees apply if the tank is being installed in a different location or if building modifications are needed. In this case, no such changes were necessary, yet charges for new gas lines, water lines, a leak tray, and other installation-related fees were added, totaling around $[redacted] on top of the $75 service charge. This situation seems like an overcharge and not in line with the agreed-upon terms of the warranty.

Subject: Issue with Home Warranty Contract Start Date Dear American Home Shield, I am writing to address a discrepancy in my Home Warranty Contract, number [redacted]72. Despite my request for the start date to be September 24, [redacted], it was incorrectly listed as August 29, [redacted], leading to an overcharge for the months of August and September. The subsequent refund of $39.48 issued on October 2, [redacted], was unexpectedly reversed on October 5, [redacted]. I have recently received confirmation from a LiveChat Agent that the start date has been adjusted to September 24, [redacted]. Therefore, I am requesting a refund for the overbilling amount. I am hopeful that this matter will be resolved promptly, as I am keen to avoid escalating this issue further. Kind regards, Patti H.

As a loyal customer of American Home Shield for more than 35 years, I was disappointed by my recent experience with your representatives. One individual assured me he would call back, but failed to do so. My account, identified as [redacted]82, lapsed due to multiple medical issues such as surgeries and physical therapy in recent months. Despite receiving an offer to reinstate our policy with a $[redacted] discount during this difficult period, I was unable to address it promptly. When I contacted your team to explain my situation, the cost was initially quoted as $[redacted] with the discount but a subsequent email showed $[redacted].88 without the deduction. Upon seeking clarification, I was informed that I was considered a new, not a returning, customer despite my unchanged contract number and the promised discount. Is this the standard treatment for all your customers of 35 years or more?

I contacted American Shield regarding a billing issue on 10/5. I spoke with a representative and then a supervisor named Jena. Jena said she would request a waiver for the charge and call me back on 10/8. Despite not receiving a direct number, she assured me I would hear from her on Monday. It's now Wednesday afternoon, and I haven't received a call back but got another email about the overdue charge. I would appreciate an email confirmation of the charge waiver and the promised call back. Your cooperation is crucial as I had a long hold time during my earlier call. Please ensure customer satisfaction by resolving this, as follow-through was lacking in my previous interactions on 10/5. From, S. R. Contract [redacted] [redacted] Taylor George, Longview, TX Email: [redacted] Phone: [redacted]

I sent the following email to R. Wyatt on 10/17/[redacted]: "On October 12th, our refrigerator / freezer stopped working, causing the ice cream to start melting. I contacted AHS for service. After being informed by an automated system that someone would follow up, I was eventually scheduled for Wednesday between 1-5 PM. However, today the contractor's secretary informed me that the technician was ill and couldn't make it until next Tuesday. I rely on AHS to promptly address such issues. It is disappointing that no alternative arrangement was made, given the urgent nature of a refrigerator / freezer problem. I am left with spoiled food and no resolution in sight. I urge you to send a contractor by tomorrow (10/18) or be prepared to compensate for the spoiled food. AHS has agreed to cover the co-pay, so any additional charges will not be tolerated. The lack of action on this matter is unacceptable. If I do not receive a response by 5 PM today, I will seek assistance elsewhere and expect AHS to cover the costs. Robert Olson [redacted] Purdue Ave. River Oaks, Texas [redacted]"

My name is Leslie Williams, and I am the homeowner of [redacted] Sherwood Drive, Christiansburg, VA [redacted]. My American Home Shield agreement number is [redacted]22. I requested service for my washing machine on October 19, [redacted]. The contractor was supposed to arrive between 8am and 5pm on October 23. Since I work those hours, I asked for a call before arrival. The technician called at 3:00 p.m. and said he'd come within an hour. I left work, got home at 3:15 p.m., but he never showed up. At 6:30 p.m., I found a note on my door saying he missed us and saw him leaving. I've called American Home Shield multiple times but have been put on hold for extended periods. I can't afford to miss more work. I've already paid a $[redacted] service fee, but my washing machine remains unfixed, causing inconvenience and potential mold. They said they can't come until Friday, but that doesn't work for me. I need someone to come today to fix the washing machine. I urgently need assistance, as I can't keep missing work. My contact number is [redacted]. Please call me promptly to resolve this issue.

We filed a warranty claim with Intrastate Energy Control (reference number [redacted]22) as our AC stopped blowing cold air after they initially serviced it. They mentioned nothing was wrong before, but upon returning, they found the compressor was bad and needed a new relay. They left a message stating there may be an out-of-pocket expense for Freon, which should still be in the system from their previous visit. I have been without AC for 4 days now and need to know the status and cost to prepare for repairs. Kindly contact me at [redacted] to update me. Thank you.

I've been without heat for a month now. A technician from Pro Source diagnosed the issue as a faulty heat exchanger. It took a week for them to determine responsibility, and I only found out after reaching out a week later. Pro Source mentioned the part, made by Carrier, would arrive in 7-10 business days. However, here we are two weeks later, still waiting for the part while enduring freezing temperatures. A tentative appointment for today was set, but they just informed me they still don't have the part and are unsure when it will arrive. Even if it arrives today, it will be too late for repairs.

Good Morning, I am writing this email to address an ongoing issue I have been experiencing with AHS regarding my HVAC system. Over the past few months, AHS has sent multiple companies to work on my unit, starting in July [redacted] until the most recent visit in November [redacted]. The repairs attempted have been unsuccessful, leading to smoke and a toxic smell coming from my vents, nearly causing a fire hazard in my home. Despite numerous visits and part replacements, including an inducer motor and thermostat most recently on November 5, [redacted], my unit remains faulty. The last technician mentioned that the motor installed by Greenway was incompatible with my 23-year-old unit, potentially contributing to the hazardous situation. I am disappointed with the service provided by AHS and the contractors chosen for the repairs. I am concerned for my safety and request a resolution to this urgent matter. I have documentation and am prepared to provide further details if needed. My contract number is [redacted]52. Thank you for your attention to this issue. Sincerely, (id: AG)