American Home Shield Customer Service Issues

I recently had a claim about my Whirlpool dishwasher and the service technician mentioned that it had tripped a breaker, which seemed to reset itself. However, he did not test the machine by running a full cycle. I chose not to use the dishwasher as I had renovation work lined up. Subsequently, my plumber had to remove the dishwasher due to damaged pipes, discovering that rats had chewed the electrical wiring causing malfunctions. Consequently, the pump no longer works. I incurred a bill of $[redacted].99 for replacing the wiring and hoses out of a total bill of $[redacted]. As the issue was not fully resolved during the initial visit by AHS's plumber, I now require the pump to be replaced. Thank you for addressing this issue. Lynn R.

Regarding Agreement # [redacted] located at [redacted] N Camino Pimeria Alta, Tucson, AZ [redacted] and the phone number [redacted]. I had a discussion with Gerardo on December 6, [redacted], about a cracked waste pipe under the house slab. We are in the process of selling the house on December 21, [redacted], and the buyers insist on a specific contractor for the repair. Gerardo mentioned that AHS might pay a reduced amount if we use a different contractor. He arranged for a plumber provided by AHS to check the issue, but the appointment with Supreme Plumbing was scheduled for December 12, which was too late for our needs. After clarification from AHS, I learned they would not cover costs if we did not use their selected contractor. I cancelled the appointment with Supreme Plumbing and encountered difficulties cancelling the charge through AHS due to long hold times and a disconnection during the call. I seek to have the $75 service fee for the cancelled visit waived and acknowledgment of the cancellation from AHS.

Subject: Assistance Needed for Service Request #[redacted]52 To Whom It May Concern: I require further assistance from your company regarding my ongoing issue. As a loyal customer of AHS for over 9 years, I recently filed a claim on 11/6/18 due to my hot water tank leaking. Despite this, I have been facing difficulties with resolving the matter as the plumber assessed that my gas hot water heater was irreparable and needed replacement. The additional out-of-pocket expenses of $[redacted] for modifications and other costly repairs appeared excessive to me. I have been in contact with AHS multiple times, opting for the Cash in Lieu Payment, but have only been offered $[redacted] without a clear breakdown of how this amount was calculated. Despite numerous requests for a supervisor to address my concerns from the cash in lieu department, I have not received any follow-up communication. I am disappointed by the lack of responsiveness from AHS and the delays in resolving my claim over the past month. I urgently seek a resolution to this matter and request to speak to a supervisor in the appropriate department to expedite the payment process. Your immediate attention to this issue is greatly appreciated. Sincerely, Michael & Kim Graf

I recently contacted you regarding a replacement water heater as mine is leaking. The technician arrived without the new unit and simply stated the obvious. I was charged $[redacted] for this visit where no action was taken. I had clearly mentioned the issue beforehand. The proposed cost to replace the water heater is $[redacted].88, plus an additional $[redacted].42 for another fee, which was not expected. The agreement states that the water heater will be replaced, so if not, I request $[redacted] for a new one as per our service agreement. Please contact me promptly to address this matter at [redacted]. Thank you. - B. Williams, Agreement Number [redacted]42

The claims process has been frustratingly slow for me. One claim for light fixtures was denied after the electrician's assessment, despite my initial belief it was covered. Another claim involving a damaged pipe and a dripping faucet saw some confusion with different plumbers, but ultimately the faucet replacement went smoothly. However, when I followed up on reimbursement for the faucet, AHS denied it stating there were no mechanical issues, which contradicted the plumber's assessment. I had to reach out to AHS multiple times for updates as their communication has been lacking. I am now left waiting for AHS to contact me as promised, but I am skeptical after previous experiences.

In October, a work order was placed for our dishwasher which led to a series of unfortunate events. The contractor postponed the initial appointment, ordered parts, and finally installed the dishwasher without running a full cycle for inspection. After using the dishwasher, water damage occurred due to a faulty installation, leading to a call to the contractor, AHS, a plumber, and a water restoration contractor. The kitchen is in disarray, my son's room is unusable, and the dishwasher remains uninstalled, hindering further repairs. Attempts to reach out resulted in long wait times on the phone, sometimes over an hour, with no resolution or contact made. Urgent help is needed, especially during the holiday season.

On October 29, [redacted], Prime Plumbing Service visited my home to fix a leaking bathtub faucet. Their technician mentioned they needed to order parts for the repair. After following up on November 22 and December 6 regarding the parts, they still hadn't arrived, and no technician returned. I contacted another plumbing company on December 10, and they promptly fixed the leak on December 12 by purchasing the needed parts at HOME DEPOT. Despite waiting since October 29 for Prime Plumbing to contact me, they never did. Prime Plumbing holds $75.00 of mine that I would like refunded.

On December 11, [redacted], I reported my gas furnace issue. The next day, the contractor said I would be scheduled later. After missed calls and unreturned messages, the technician assessed the need for a replacement on 12-14. Despite delays, AHS authorized the replacement on 12-17. However, contacting the contractor proved challenging, with numerous long hold times and unfulfilled promises. Following multiple failed attempts to reach them, AHS tried to assist, but continued delays persisted. Despite my efforts to follow up through various channels, including online chat and phone calls with AHS, resolution remains elusive. The lack of communication and prolonged wait times have left me without heat, relying on costly electric heaters. Requesting a waiver of modification costs due to the inconvenience and inefficiency experienced during this process.

I plan to contact the Better Business Bureau tomorrow regarding this company's negligence and breach of contract. My attempts to reach AHS have been unsuccessful, with each operator promising a call back that never happens. This level of service is the worst I've ever encountered. It's been nearly 3 weeks since my refrigerator was supposed to be fixed. I'm not only frustrated by the lack of repair but also by the dishonesty and disrespect I've faced throughout this process. I will be leaving detailed negative reviews on various platforms to share my experience.

On January 6, [redacted], I requested service online for my malfunctioning garage door opener. Cornerstone Electric Door informed me that they cannot come to Clarksville until Thursday, January 10th. Given my age of 88, it is challenging for me to go out in bad weather if my car is parked outside. Fortunately, the weather has been favorable. Yet, the service timeframe provided may not align with my contract terms for future service calls if there are further delays. I am concerned about being charged before receiving the service. Additionally, my monthly payment method was changed from a bank draft to my credit card without my consent.

I recently shared the issue we faced with Lynch Electric in Kansas City, MO. We had to personally pay $[redacted].27 for a service done by an independent contractor as Lynch Electric claimed the problem was with Kansas City Power and Light. Despite contacting the electric company multiple times, we were told it was our responsibility. Eventually, a KCP&L technician identified a burnt main breaker, disconnecting our power at 4:00 pm on a Friday. Lynch Electric said they don't work on weekends and advised me to call back on Monday. Unable to stay without electricity for three days with my grandchildren at home, I had to seek another electrician for an immediate resolution. Though I tried to seek approval before proceeding, lengthy holds prevented further communication. Due to an incorrect diagnosis by Lynch Electric's technician, we had to cover the $[redacted].00 cost. Despite our claim review being denied, I believe it's unjust given the circumstances. I request a reassessment of the submitted documentation. Thank you for your attention. Pamela P.

Since July [redacted], we've had an AHS contract but recently needed urgent service due to a burst gas water heater. Despite requesting immediate assistance, the service provider assigned was over [redacted] miles away and delayed the service for several days, stating it wasn't an emergency. After persistent calls, the service was rescheduled for Monday, but a miscommunication occurred, leading to further delays. As of now, the scheduled time slot has passed, and we are still without service. Rapps mentioned needing approval from AHS for potential replacement, which might lead to more delays. We are frustrated by the lack of timely assistance despite being loyal customers without payment issues. This service experience has not lived up to our expectations. We hope for a resolution to this ongoing service issue promptly.

Contract Number #[redacted]02 - Jacki Carni -[redacted] [redacted] Jackson Avenue, Seaford, NY [redacted] On Friday evening, January 25, [redacted], around 6:30 PM, I made an emergency call to your office. Unfortunately, I was put on hold for 45 minutes without any response. The radiator pipe in the ceiling of my finished basement started leaking hot water, causing significant damage. To prevent further harm, I had to hire an outside contractor for $[redacted]. This issue should have been covered by my contract, as it pertains to inside leaky pipes. I am disappointed that I did not receive the assistance I needed during this urgent situation. As a paying customer under the pick 10 coverage program, I believe your company should take responsibility for the lack of response to my emergency call. I am seeking reimbursement for the amount I paid to the contractor, minus the service call fee I would have paid if one of your contractors had addressed the issue. I have a paid in full receipt from the contractor. Please contact me promptly to discuss how you plan to address this matter. Thank you, Jacki Carni.

We recently had a heat pump installed by Prier Heating at our lake house on Lakeshore Drive. Despite being assured that the heat was working perfectly, we discovered over the weekend that the breaker kept flipping, causing the heat to cut out every 25-30 minutes. Despite informing AHS and Prier about the issue, we were surprised when Prier reported that everything was fine after checking. However, we received a message yesterday saying the heat was not working, prompting us to contact AHS again. Now, with guests coming over and no heat in the house, I am anxiously waiting for Prier to respond and address the problem. Your assistance in resolving this urgent matter would be greatly appreciated. Thank you.

I submitted a service request for my washing machine on 2/11/19 under service request #[redacted]12 because it was not spinning all the water out or turning back on to spin. The repair person arrived today after a 7-day wait. After a short time, he requested a shop vac, which I fetched from the garage. Later, he asked for three bath towels, which I provided. He then informed me that the washer needed a new water pump, which would take another week to obtain. Before leaving, he mentioned that the laundry room floor was slightly wet and cautioned me to be careful. Upon inspecting the laundry room after his departure, I discovered that the three bath towels were completely soaked, and there was still a lot of water on the floor. I had to use two more bath towels and two rolls of paper towels to clean up the mess. Despite my dissatisfaction with American Home Shield's service, I am now left with five waterlogged towels and no working washing machine, necessitating a trip to the laundromat. If this is the standard of service from American Home Shield, I am considering canceling my plan immediately. I would prefer to pay for repairs directly rather than endure an extended period without a functioning washing machine and the inconvenience of cleaning up after the repair person.

I submitted an online repair request for my oven on February 15, [redacted]. After discovering the issue ourselves, I promptly cancelled the repair order the same day. I paid the $[redacted] service fee required by my plan using my credit card on the American Home Shield website. I contacted AHS's customer service on February 16 to request a refund, and followed up on February 18 for the same reason. The first representative mentioned my card wouldn't be charged due to my early cancellation, while the second representative stated it could take 14 to 21 days for the refund to process. I am puzzled as to why it would take so long to credit back my card. I am dissatisfied with how my account has been handled and may consider terminating my policy with the company if refunds are delayed for weeks.

I recently reported a leaking underground water pipe which caused flooding in my yard, and I authorized my tenant to call a plumber for emergency repairs. The initial plumber who responded found additional leaks after the initial repair, leading to the replacement of around 70 feet of pipe. The current plumber handling the repair is Mike Stone and Sons located in Jonesboro, GA, reachable at [redacted]. I have had no success in explaining the situation to other associates. My agreement number is [redacted]82, and the address is [redacted] Highway 85 Connector, Brooks, GA [redacted].

Last November, I canceled warranties on 5 properties for various reasons. I had a difficult time reaching anyone on the phone within an hour, which is still an issue today. The one claim I made for a broken and leaking hot water heater turned into a disaster. The technicians took three days to come, showed up unannounced when no one was home, and then couldn't fix the issue because it was leaking. I was even billed for the unannounced service call. In January, $45 was deducted from my bank account without authorization, but it was reversed. Despite informing them of the cancellations, I received a threatening letter about being sent to collections. I called today and was transferred after a long wait. Please contact me at [redacted] to resolve this billing issue on my canceled account. I am concerned about unauthorized direct withdrawals and have spent over 3 hours trying to get assistance, only to be transferred multiple times with long waits.

I noticed an error on the service fees I was charged for my canceled garbage disposal request. The first company assigned was not satisfactory, so I canceled the service and requested a different one. Despite requesting a different company, I was still matched with the initial one. The representative assured me I wouldn't be charged until the new technician was scheduled. However, I was billed $75.00 on both my credit card on 2/27/[redacted] and my checking account on 3/1/[redacted]. I believe I should not have been charged twice for one request, and the refund process should be quicker. I request a prompt resolution to this matter. Thank you.

I recently had a ceiling fan installed through a cash in lieu process with service provider AHS under contract [redacted]. The replacement was initially installed on March 3, [redacted], and most issues have been resolved except for the completed reimbursement. I have sent the purchase order via email as requested and I am currently waiting for that. However, my main concern now is getting in touch with a human representative to address the faulty functioning of the fan, which requires a follow-up service call. I have been struggling to bypass the automated responses to speak with someone directly.