American Home Shield Customer Service Issues

I contacted American Home Shield to cancel my account but faced difficulty reaching the retention department. Today, the representative I spoke to also encountered the same issue and advised me to keep trying due to technical problems. Despite holding multiple times, the call kept disconnecting. I usually pay on the 11th, but my card was frozen as it was misplaced. Consequently, the payment didn't go through, prompting my attempts to contact. Upon eventually reaching them on the 12th, I was informed I still needed to pay for the current month, even though I intended to cancel. I find this approach lacking in customer service. The retention team mentioned an early cancellation fee equivalent to one month of service. While I am willing to pay the penalty, I believe it's unfair to pay for a month not in use, especially given the circumstances of my delayed cancellation. Thank you, Cindy.

In late September [redacted], we reached out to American Home Shield to evaluate and repair our Whirlpool Washing machine. They charged us $[redacted].00 for the service call and dispatched a Pro Appliance technician to assess the issue. The technician, who was quick and mentioned a possible door latch problem causing the spin malfunction, estimated a 5-10 day wait for parts. However, after a month passed with no updates from Pro Appliance, I contacted them as their hotline assured a response within 24 hours. Now, nearly 3 months later, our washing machine remains out of order, leading us to consider buying a new one. We are requesting a refund for the service call fee or coverage for the replacement cost of the washer.

I had a technician scheduled to fix my dishwasher today between 12-4. This is the 5th appointment for the same issue. The service company didn't show up because they claim they didn't receive the notification or parts yet. I cancelled my plans for this and need urgent assistance. I am currently on hold with customer service. The original serviceman said he couldn't move the dishwasher, but my father and husband managed it easily. He fixed the pump but broke the door springs and didn't repair the handle, blaming it on wear and tear. Now, I want to change service providers due to this unreliable service.

It has been over two weeks since I initially reached out regarding my plumbing concern. The technician who visited only made notes and I have not received any follow-up. Despite promises of contact from AHS, no one has reached out. After multiple attempts where I was assured of callbacks, there has been no progress. I have been charged the copay but my issue remains unresolved. After 20 years of being a loyal customer, I am disappointed with this level of service and considering leaving negative reviews.

Since October 31st, I've been eagerly awaiting the arrival of a control panel for my washing machine. However, after being informed by my service provider that it would take up to 14 days to come in from the factory, I'm feeling frustrated. Apparently, my machine needs to be replaced, but I was not informed by AHS. It's been almost 2 weeks without a working washing machine, and I've been on hold waiting for a representative for nearly an hour – unfortunately, not an uncommon experience with this company. It would be more helpful if they were understaffed on the phones to have emailed me options for purchasing a new machine and clarifying coverage. I find the lack of communication disappointing. With the holidays approaching and a busy household, I need to know my next steps to quickly order and install a new machine.

I have multiple concerns as it has been more than two months without receiving information on replacing my dishwasher. The technician visited three times, determined it couldn't be fixed, and submitted a replacement order. However, the order was lost, resubmitted without the "replacement" designation, and then with an incorrect diagnosis code. Each correction took 1-2 weeks. I request a supervisor to contact me at [redacted]-[redacted]. After being an AMS customer for years, I am disappointed in this level of service. I also paid a service fee for each visit, contrary to my contract which states one fee until the appliance is repaired or replaced. Today, 11/17/18, when I attempted to contact someone, the systems were down. I am extremely frustrated with AHS's current service standards.

I have multiple concerns regarding my dishwasher replacement request. It has been well over * months, and despite the technician visiting * times and confirming it cannot be repaired, the replacement order faced multiple issues. Initially, it was lost, then resubmitted without the "replacement" specification, followed by an incorrect diagnosis code. Significant delays of *-* weeks occurred between these corrections. I am frustrated with the poor service this time after being an AMS customer for years. I request a supervisor to contact me at ***-****-**** urgently. Moreover, I was wrongly charged a service fee for each visit which goes against my contract terms of not charging until the appliance is fixed or replaced. Today, when trying to reach out, I encountered system issues, adding to my frustration and leaving me irate. I seek immediate assistance and explanation for the ongoing issues with AHS.

Address: [redacted] Oakcrest Ct. Southlake, TX [redacted] Name: Chris Anderson Phone: [redacted] I have a few complaints regarding my recent service call. Firstly, I have not received any response from AHS about a second opinion despite reaching out two days ago and the initial service call being five days ago. The technician from SWAT Plumbing who came for the first service call was disrespectful. He accused my wife of lying, which upset her, and then accused me of the same. It seemed like he believed we tried to fix the issue ourselves before contacting AHS. I managed to handle the repair myself as it was a simple issue of a loose bolt. No parts were needed, and it only took 20 minutes to fix, but I'm disappointed to have paid $[redacted] for the service calls. It's frustrating not receiving any updates or explanations from either company.

On 11/15, I requested service for a leaking 50-gallon electric water heater. A technician from A. J. Bono arrived on 11/16 at 12:00 pm, an hour past the scheduled 9-11 am appointment, and inspected the water heater, recommending a replacement. Following this, an email from AHS scheduled the appointment that had already occurred. On 11/17, I reached out to A.J. Bono for an update and was informed that they needed to speak with the technician before getting back to me. Attempts to contact AHS resulted in an automated message about communication issues. Despite over 30 years of being an AHS customer, this lack of communication is unprecedented. As of 11/18, I have been on hold for 40 minutes. I am urgently in need of a new water heater. I appreciate any assistance you can provide in resolving this matter promptly. Thank you, Paula A.

I had a return appointment scheduled with Sears Repair Services to fix a dishwasher door spring. The Sears Repair Service visited on 11/07/[redacted] at 6 PM to assess the situation and get AHS authorization. On 11/07/[redacted], once the repairs were approved, the spring was ordered, and the return date was set for 11/19/[redacted] between 10 AM and 2 PM. Since 11/07/[redacted], I have made several calls to confirm the appointment but every time faced a long wait to reach a live person. Despite responding to calls and confirming once I received the part, Sears canceled the appointment without informing me on 11/19/18. AHS tried to resolve the issue, and a new appointment was rescheduled for 11/29/[redacted] between 8 AM and 12 Noon. This delay in fixing my dishwasher door, which has been broken for over 22 days since the initial appointment on 11/07/[redacted], has left me dissatisfied. I have been an AHS customer for over 17 years, paying a yearly membership renewal of $[redacted]. This experience with Sears has been disappointing.

Regarding claim number [redacted]92, I have a leaking pipe in my basement. A contractor assessed the issue and mentioned they would return to fix it, needing to move the shut-off valve. After trying to contact them, I found their voicemail to be full today. If I don't get a satisfactory resolution within 24 hours, I will have a local plumber handle the repair and submit the invoice to AHS.

Since having a repairman out to fix the fridge months ago, the issue has persisted, and after reaching out multiple times, I was informed the parts were re-ordered. However, the fridge now not only remains unfixed but has worsened, causing leakage that is damaging my kitchen floor. As a paying customer, I am extremely dissatisfied with the service received. The situation has now escalated to the point of food being spoiled and my floor being ruined. I request either an immediate resolution to the problem or a replacement for the faulty fridge. If this matter is not resolved promptly, I will be discontinuing my services. Thank you and Happy Thanksgiving.

I contacted American Home Shield regarding my hot water heater issue on Friday, November 16, [redacted]. They scheduled an appointment with Best Way Plumbing for November 19, [redacted]. T. Nick from Best Way Mechanical inspected and diagnosed the problem as a breaker issue, stating there was no power to the water heater. He suggested transferring the service to an electrical company. Unsatisfied with the incomplete service, I had to call my plumber who fixed the actual water heater problem by replacing the thermostat on November 21, [redacted]. I was without hot water for three extra days and had to pay $[redacted].63 out of pocket to have it fixed. Despite paying $[redacted] on November 19, [redacted], I feel frustrated that the initial service did not resolve the issue correctly. Debra S.

I have a claim number #[redacted]93 with policy number [redacted]62. I have been without heat for nearly a month. AHS dispatched a technician to my home on 10/25/18. After two days of work, which seemed to yield no results, I was asked to pay $[redacted] for modifications that were deemed not covered. Subsequently, a new technician was sent to replace the entire heating system, mentioning I may owe for further modifications. I am unsure of these additional charges and seek clarification before proceeding. I expect the service I pay for and request reimbursement of the $[redacted] paid to the initial technician for ineffective work. I am willing to pay for legitimate modifications by "technician#2" if necessary, provided it is outside the coverage terms and results in a properly functioning furnace. I have experience dealing with insurance companies and prefer communication with their legal departments over adjusters or customer service. Urgent assistance from someone capable of resolving this issue is needed.

On October 15th, I contacted American Home Shield for my gas furnace service. They indicated a partner would reach out within 24 hours. When I didn't hear, I called the partner, Premier Heating, a week later. Since my furnace started working, I declined service. Now, it's malfunctioning again. While trying to request service, I noticed a $[redacted] charge on my credit card. Despite three unsuccessful calls to address the charge, I need a refund and a new service appointment urgently. I hope to avoid Premier Heating due to their delayed response. I am in need of assistance as we are currently without heat.

On August 17, our hot water heater was replaced by AHS with NEIGHBORHOOD PLUMBER & ROOTER, INC. We noticed a leak under the heater, so we contacted AHS for assistance. They sent a different plumber who diagnosed a broken pipe. AHS agreed to cover the pipe repair cost, but they won't cover the $[redacted] tank removal charge. I need a supervisor from AHS to contact me promptly. Thank you, Annmarie and Gerardo M. [redacted] Palomar Drive Tarzana, CA [redacted]

My name is Debra Montgomery. I live at [redacted] Darbytown Road, Henrico, VA [redacted]. I had requested repairs for my dishwasher and ice maker about a month ago. A repair technician came and assessed the parts needed. We scheduled a return for repairs on Tuesday, November 27th. However, a different technician arrived, only looked at the ice maker, and was instructed not to touch the dishwasher. He was also rude and insisted that our dog be contained, even though it has never been an issue with other service providers. I would like to know the current status of my repairs.

I have been attempting to address a dishwasher issue for a month now. After a representative mentioned they would replace it and provide details via phone call and email, I never received any communication. Despite multiple calls and long wait times, the problem persists. I have been redirected several times, spent a significant amount of time on calls, and even tried reaching out through this site. When I answered a call, I could hear voices but the line disconnected. After being promised a call from the purchase department, I have yet to hear from anyone. It has been a frustrating month, and as a disabled individual, washing dishes is a challenge. Your assistance in resolving this matter would be greatly appreciated.

I am requesting a refund for a duplicate payment made for the same service. I provided my credit card information for the order, and the service was completed on November 10th. Despite receiving an overdue notification on 11/19, I promptly paid $75.00 assuming the initial payment was not processed. Upon reviewing my credit card statement on 12/03, I discovered that I had been charged twice for the same service, with an additional payment request issued on the same day. Kindly clarify this matter and issue a refund of $75.00 promptly. Thank you, K.R.Ki P.S. Attempts to contact AHS customer service at [redacted] have been unsuccessful, prompting my message here.

Hello, I have been attempting to contact accounting for two weeks now. I dialed over 8 different numbers and have been put on hold for over 30 minutes each time, except for one call where I was given another number that ended up being busy. I believe I was overcharged for a service that was never completed by your subcontractor. I urgently need to speak with someone who can assist me rather than just insisting that I owe the money. Please arrange for a representative to call me back at [redacted]. If I don't receive a response, I will submit payment of the $[redacted].00 I owe for the completed work. Also, please cancel my service with American Home Shield under the number [redacted]92. I want to express my disappointment with one of the most challenging customer service experiences I have encountered. Regards, Terry S.