American Home Shield Customer Service Issues

I requested service on Jan 30, [redacted], and Resurrection Plumbing visited on Feb 4 to look at my water heater, taking a photo. They mentioned they didn't know how to fix it and promised a call back. When no call came by Feb 11, I reached out but was informed they ordered a part and would call within 7-10 days. With no follow-up, I contacted AHS on Feb 27, who advised the plumber would call me. Unfortunately, no call was received. After trying to contact the plumber on Mar 4 and not receiving a callback, I called AHS again on Mar 8, seeking a supervisor who supposedly agreed to call back within an hour, but that never happened. Feeling unsure about the service provided, I'm left wondering what my next steps should be.

I bought your premium plan a couple of years back for my property at [redacted] Erick Ave, Amarillo, TX [redacted]. During a recent service call, I was told that my free-standing ice maker, wine cooler, and refrigerated veggie drawers should be covered under my plan. To my surprise, the technician who came on 2-18-[redacted] mentioned that ice makers were no longer included under my policy. Skylor A. assured me that the $[redacted] service fee would be refunded, but I have yet to see the reimbursement in my account. I have shared a chat transcript where Skylor mentioned the refund. I have canceled the policy for the property mentioned and still hold two other policies with your company for other homes I own. The policy is under Glenn and Betty Reeves at the mentioned address. While disappointed about the coverage change, please process the refund promptly. You can reach me at my cell phone, [redacted], if needed.

I signed up for your premium plan a couple of years ago at [redacted] Erick Ave, Amarillo, Tx [redacted]. When I contacted your company, they confirmed that my free-standing ice maker, wine cooler, and refrigerated veggie drawers were covered. However, when a technician came on 2-18-[redacted], he mentioned that he doesn't service ice makers. Skyler A. later informed me that AHS no longer covers ice makers and assured me that the $[redacted] service fee would be refunded. Can you please review the chat transcript and process the refund? I have since canceled my policy but still have two other policies with you for my other properties. The policy is under Glenn and Betty Reeves at the mentioned address. I can be reached at [redacted]. It's disappointing to learn that my custom kitchen refrigeration isn't covered as promised. Please do not hesitate to reach out if you need further clarification.

I am having trouble logging in to my account with my email address [redacted] The system is not recognizing my email, so I cannot access it. I have two properties listed under my account: [redacted] E. Maynard Av, Durham, NC, and [redacted] Williamsburg Way, Durham, NC. I am trying to cancel a scheduled visit from Comfort to fix our air conditioning, but it shows no visits scheduled for that address. It seems there is confusion because it might be referencing the wrong property. It's been challenging to reach customer service for assistance. I believe there is an issue with the system not properly distinguishing between my two properties. I hope this can be resolved soon. Thank you, Linda.

I would like my claim reviewed based on the events from last night. Around 6 PM on March 26, [redacted], I contacted AHS to report a leak. Despite not being able to expedite the repair through the phone, I reached out to customer service. The representative contacted a Riverside-based company after hours, but no one answered. They explained a dispatch team needed four hours from 7 PM to 11 PM to find a plumber to handle the urgent situation. Due to the severity of the leak damaging my drywall and the distance of available plumbers, I hired a local certified plumber at 8 PM who promptly fixed the issue by 10 PM for $[redacted]. I have receipts and photos for proof. I believe I acted appropriately given the circumstances and feel an immediate outside authorization should have been granted. I expect reimbursement and can provide any necessary documentation to support my claim. Thank you for your attention. Address: [redacted] Summerland Circle, Laguna Niguel CA [redacted] Account #[redacted]-[redacted]-[redacted] Dispatch #[redacted]52 Sent from my iPhone

I reside at Property [redacted] Cadiz Dr., Lomita, CA [redacted]. I am experiencing issues with the hot and cold air not flowing from the vents in my home. Looking back, in [redacted], a service request was made to test the air using a feather, and a new forced air heater was recommended. In [redacted], a new service provider replaced the thermostat and suggested an annual service at a cost of $[redacted] involving vacuuming of the heater. Unfortunately, the thermostat replacement did not resolve the issue, and despite my complaints, I was advised by AHS to consider purchasing a new heater at a slightly discounted rate. No one inspected the attic to check the ducts. I hired a handyman who discovered that the ducts were either partially connected or completely disconnected from the heater, causing the limited airflow. He repaired all the heating ducting for $[redacted], which solved the problem. I typically would contact AHS for such matters but given the misdiagnosis, I am hopeful for an exception, considering my long-standing relationship with AHS for both my properties over the last 13 years. I believe my case might align with the Faught V AHS class action lawsuit regarding heating issues. I am requesting a one-time courtesy payment for a portion of the bill incurred.

I reached out to the corporate office regarding my dishwasher. The initial technician was not accurate. After a conversation with a lady who mentioned sending Sears at their expense, I am puzzled by the request for $[redacted] repair cost. Given my fixed income and health challenges, it's unreasonable to pay this amount. I found better deals at Sears on Memorial Day for $[redacted] or $[redacted], which I struggle to afford. I never consented to the $[redacted] or the previous $[redacted] quoted by the first technician. I have a long-standing relationship with you across Kansas and Missouri, and this situation is causing me undue stress before my upcoming surgery due to my health issues. I am unable to bear this financial burden considering my medical condition and limited income. - D. L.

I have been attempting for 2 days to have someone inspect our fridge, which isn't working, leading us to store food in coolers. I paid the $[redacted] fee yesterday and was informed of a 4-hour callback window, but no one reached out. Today, upon calling, I was assured a Yuma company would contact me post 10 AM, yet by 11:30, no update. Each time I call, I connect with a person in Memphis with whom communication is challenging due to language barriers. Previously, when my water heater malfunctioned, your prompt and efficient service impressed me with a quick reimbursement. I am now puzzled by the delay. I urgently require a functioning fridge to prevent food spoilage. Alternatively, kindly permit me to purchase a new one, as my insurance covers up to $[redacted], an amount unlikely to exceed the cost of a replacement.

Contract #[redacted]72. Requested a stove repair on September 5th. Despite being advised to replace the stove, we spent months searching for a repair company. We were promised reimbursement for the repair costs. On February 6, [redacted], we submitted the repair invoice for $[redacted].05 to Stacy W., the Customer Representative at AHS. Unfortunately, we have not received the reimbursement check, nor have we heard back from Stacy Williams after inquiring about the check status in March. We kindly request that you expedite the settlement of our claim by promptly sending the reimbursement check. We would appreciate it if you could provide us with an update today regarding the expected date of receiving the check.

I submitted a service request on 4/1/19 for my wall oven. The contractor confirmed it is the control board issue, but unfortunately, this part is no longer available, so I had to either send it for repair or get compensation for a new one. I chose to send it for repair. The contractor removed it approximately two weeks ago, but American Home Shield (AHS) has not provided them with the repair information. I contacted AHS this morning and spoke with Jody, who was not helpful and didn't have the information. Despite my request, she couldn't provide the details over the phone or via email. When I asked for a supervisor, I was informed they were unavailable due to a meeting. I have been without an oven for a month now, and the repair process might take more weeks. It's frustrating that AHS is not supporting the contractor with the necessary information. I urgently need assistance from someone knowledgeable to reach out to me and resolve this situation promptly.

I am sharing my experience with Horizon Heating & Air in San Angelo, TX. My air conditioner has been broken for 3 weeks due to their poor service. The first technician was unprepared and couldn't help without a ladder, while the second technician diagnosed the issue but didn't have the correct part. After delays, a no-show appointment, and false promises, they now say they can only fix it on Friday, although I won't be in town. I've spoken to managers Raul and Rick, who seem to also struggle with Horizon Heating & Air's incompetence. Despite their excuses blaming others for delays, it's clear they lack efficiency and honesty. They claim to have a satellite office, but their service is subpar. Raul offered to refund my $75 service fee, which I expect promptly. It's disappointing to deal with such unprofessionalism, and I suggest reevaluating any partnership with this company to maintain your reputation.

I requested service for my microwave and freestanding dishwasher on April 1st. Despite this, both appliances are still not working. Unfortunately, the contractor has been unresponsive to me and to AHS. I have reached out to AHS both over the phone and online to report that the issue persists. During my most recent call with an AHS representative 3 days ago, they assured me that they would give the contractor another 24 hours. After following up with a call yesterday, I was informed that the contractor would come today, but they did not show up nor provided any update. I just finished speaking with a supervisor from AHS, who contacted the contractor again on my behalf. I have requested a new contractor three times already and am feeling frustrated. Please resolve this issue promptly, or I will escalate it to the relevant authorities.

I am inquiring about the scheduled installation of a motor in my dishwasher by Vinh's Appliance Repair. I received a call from Vinh mentioning that you were contacted to order the motor and we are waiting for its arrival. I want to acknowledge the excellent customer service provided by Karen, a member of your team. Her dedication and follow-up are truly commendable. My contract is set to conclude in July, and it has been 3 months since the repair request was placed on March 9th. I am looking forward to an update. Thank you for your attention to this matter. Best regards, Karen M. [redacted] S Spruce St, Kennewick, WA

I had a leaking faucet in my kitchen. American Home Shield sent two contractors who refused to replace it due to access issues, suggesting I replace my $[redacted] granite countertop. Boss Plumbing, AHS's contractor, was willing to do the work, but AHS wouldn't send them to me. Instead, they offered $34 for a new faucet. I had to hire Boss Plumbing independently and pay full price. If AHS had sent Boss Plumbing initially as I requested, the issue would have been resolved sooner. After a week, the leak worsened, risking mold growth. I had to contact Boss Plumbing myself. AHS should reimburse the labor costs and the full price of the faucet, as finding one for $30 is impossible.

I contacted American Home Shield to repair a leaking hose in my kitchen sink. A contractor from Pruitt's Plumbing came but did not order the part as promised. Another contractor visited, and he arranged for the manufacturer to send the hose directly to us, allowing us to replace it ourselves. Despite no repair or replacement, American Home Shield declined to refund the $[redacted] service fee. When I requested a refund, the service representative was unhelpful and disconnected the call. I sought a corporate number and asked to speak with a manager, but they were not provided. We believe we deserve a refund as no contractor completed any work, and the second contractor only facilitated the manufacturer sending a free replacement due to a lifetime warranty.

I am disappointed with the service of Ahs for our central AC unit. We requested assistance on April 29, and the technician came to diagnose the issue on May 2, which was fine. However, there has been a communication breakdown between Ahs, the vendor, and myself. It has been three weeks, and my AC remains unfixed, with no clear timeline provided despite my multiple follow-up calls. While Ahs claims they tried to contact me, I never received any messages. I have expressed my frustration to Ahs customer service, asking for a different vendor but have been told to wait for the current one. Despite promises of callbacks, no one has reached out to me with a resolution. It's frustrating to be left without AC in hot Texas weather, waiting for a solution that seems distant. Communication and service from Ahs have been lacking, making me regret choosing them for this repair.

I, Dale Bowe, with the account number [redacted]12, cancelled my account around February 13, [redacted]. Despite this, I was charged in March and have continued to receive bills for April and May. I am seeking a refund for the March payment and a complete cancellation of my account. Please send written confirmation of the cancellation retroactive to February to my address at 8 Spring Valley Cove, Covington, GA [redacted]. Today, on 5/18/[redacted], I spoke with Representative Jazen to confirm the February cancellation and ensure that I will not receive further bills. If this matter is not resolved as requested, I will consider taking legal action. Thank you for your prompt attention to this issue. Dale Bowe

We paid $75 for our microwave repair by GE Services. After determining the part is no longer made, we've waited a week for approval. Despite efforts, AHS has not provided a resolution. GE confirmed the part's unavailability but AHS insists on a different form. Our interactions with AHS staff in Manila have not yielded progress. Despite multiple calls and speaking with 10 individuals, our issue remains unresolved. A GE representative reiterated the part's unavailability, yet assistance from AHS is lacking.

Hello, I am Timm Browne from San Pedro, CA. I had contacted Plumbers Inc. in Riverside, CA to fix a bad valve in my shower. Despite their attempts, the issue persisted, and the repair was incomplete causing further damage. After numerous attempts to have them resolve the problem, I reached out to another plumber, Up to Code Plumbing in Torrance, CA. They efficiently repaired the valve in under 8 minutes. I paid for their service as the previous company's work was unsatisfactory. I am requesting reimbursement from AHS for the cost of the repair, as it seems that plumbing may not be Plumbers Inc.'s area of expertise.

I was looking for a local company to service my A/C unit for the summer. I was advised to contact AHS first, which I found inconvenient. Additionally, I had to pay $[redacted] upfront to schedule the service, which I believe should be refunded promptly. I do not want to work with Crispy Air & Heating from Mesa, AZ, as they have negative reviews and are located far from my home in Marana, AZ. I prefer a local company in Marana or Tucson for quicker support if needed in the future. The lack of knowledgeable customer service representatives and difficulty in reaching someone has left me dissatisfied. After years of loyalty to AHS and recommending them to others, I am reconsidering my home warranty provider. It would be appreciated if a representative could contact me at [redacted] to address these concerns. - Ed and Karen Hull