American Home Shield Customer Service Issues

In the past month, I have had two service orders that were not resolved to my satisfaction. Firstly, there was a work order for a burst pipe above my bathroom. The technician from American Home Shield left abruptly without explaining anything after calling the company. When I contacted his dispatch, she expressed shock at his behavior. When I questioned American Home Shield about being charged $[redacted] for a brief visit, the representative was rude. Later, my nine-year-old washing machine broke down. The repairman visited, stating it was well-maintained. After promising to return the next week, I never heard from them. American Home Shield claimed the repair company did not send necessary information. After blaming me for overloading the machine, which I have never done, I am deeply dissatisfied. I plan to report this to the Better Business Bureau and Consumer Reports. I seek to speak with a understanding manager to address the disrespectful treatment by American Home Shield.

Contract # [redacted]02 [redacted] Goff Street Tifton, GA From: B. B. I currently have three houses under contract with AHS. My first claim was reported in mid-May, for which I paid $[redacted]. The repair was subcontracted to Total Air Care in Jacksonville, Florida, who sent someone from Valdosta, GA, to fix the central AC in Tifton, GA. However, on 5/22/19, Total Air Care informed me that I had to pay the full repair cost of $[redacted] upfront or the part couldn't be removed from the truck for the repair. I made the full payment on May 22nd. Despite numerous calls to AHS and long waits on hold with Total Air Care, I have been informed that the necessary air conditioning repair part is unavailable and on order. I am finding it challenging to communicate with the staff, particularly those based in the Philippines. I am requesting to speak with upper management at AHS for resolution. Thank you.

I've been without air conditioning since May 24th. I was informed the compressor needed replacement, and I was quoted $[redacted] for Freon or $[redacted] for a new unit by Rapp’s. I requested an itemized work order and specifications for the proposed unit but never received them. Rapp’s closed the work order incorrectly stating I refused repairs. I believe a new heat pump is necessary, not just replacing the compressor. I've contacted AHS daily but keep getting disconnected. Two other companies agreed I need a new heat pump, not just a compressor. Rapp’s has not responded to me or AHS, and I do not want them back. I am willing to arrange and pay for the work myself if AHS reimburses me. The situation is very frustrating, especially after my recent loss. I demand my heat pump be replaced promptly. If necessary, I will involve the TV station troubleshooter or legal action. I have been a loyal customer for over 17 years and expect better treatment.

My name is Richard T. and my contract number is [redacted]42. I reside at [redacted] Cassandra Ln, Plano, TX [redacted]. My experience trying to pay a $75 balance for an air conditioning service call has been frustrating due to communication issues with your collection personnel. Initially, I informed your company of the HVAC work needed over the phone, providing my wife's credit card details, with the name Mary G. T. The confusion arose as the employee couldn't grasp that "G" was the middle initial, not her last name. Despite explaining this several times with no success, the payment attempt failed after the service was completed. Subsequent attempts to pay the balance over the phone failed due to language barriers with the employees not proficient in English. Despite having a sufficient credit limit, the payments were unsuccessful. After multiple calls, the payment was finally processed through the credit card company. While your employees were polite, the language barrier hindered effective communication. Your attention to this matter is appreciated.

I am seeking assistance regarding a concerning situation. Communication was received from Victoria Maclin about a service appointment with Fast Response. Unfortunately, the appointment was canceled and rescheduled multiple times. Currently, there is uncertainty about when the service will be provided. This ongoing issue with American Shield and their service providers has left me without air conditioning since mid-April. As seniors raising our grandchildren, this situation is dire due to health concerns. The service visit in April by Air Max resulted in a refrigerant leak due to mishandling, leading to potential costly repairs. Despite contacting American Shield for a resolution, the problem persists. If the matter is not resolved promptly, I intend to escalate it through appropriate channels. I urge the company to uphold the standards promised in their advertising and provide the necessary support. Your cooperation in addressing this matter promptly is appreciated. Thank you, Bonnie Hoffman.

I recently experienced an issue with my residential water heater repair through AHS. The authorized plumber diagnosed the problem and ordered repair parts. When contacting the AHS call center, two representatives provided conflicting reasons for the denial. One claimed it was due to my unit being commercial, which is not accurate as it is in my single-family home. The other rep mentioned that the parts were not covered by my contract, despite my contract explicitly stating all parts are covered. Moreover, she listed items not covered which were not in line with my contract, demonstrating a lack of understanding. I requested to escalate the matter or speak to a supervisor but was denied. As per my contract, this repair should be covered, and I urgently need a resolution as I am currently without hot water.

I am extremely frustrated with the service provided by AHS. I have both my primary and secondary residences covered under your warranty, and due to the ongoing issues I have faced, as well as the negative reviews I have read online, I am starting to doubt the credibility of your company. Recently, I encountered a problem with my AC at my second home in FL. Despite having both AC units serviced in March, they are now malfunctioning again. I contacted AHS for assistance with Unit #1, only to be told it is excluded from the contract. This is unacceptable, especially after the time and money I have already invested in resolving previous issues, such as my faulty refrigerator and dysfunctional INSTAHOT. The difficulty in reaching AHS for support, the language barrier with representatives, and the lack of efficient resolution to my maintenance problems have left me extremely dissatisfied. As a real estate broker and business owner, I am considering taking further action to address these issues. I urge AHS to provide better service to its customers moving forward.

I have been experiencing billing issues with AHS regarding my account #[redacted]72 since its activation on 6/23. Despite my AC unit requiring repair, my monthly payment has not been processed, causing delays. I have spent hours on the phone trying to resolve this matter. I provided my checking account details to AHS for payment, but it has not been deducted yet. I need assurance that my warranty will cover the AC repairs. My name is Darrl Davenport, and my address is [redacted] Stockton St, Richmond, VA [redacted].

Appliance Care made three attempts to fix my refrigerator but determined the ice maker cannot be repaired. AHS arranged for Sears to come out, but they have not shown up for two scheduled appointments. I have not received any communication from Sears regarding the repairs. I am frustrated with the lack of progress in resolving the issue. It has been two months of dealing with this problem, and I am reconsidering my decision to sign up for this service due to the ongoing difficulties.

URGENT ATTENTION NEEDED Subject: Follow-up on Refund Request I have been in contact with the company multiple times regarding a refund for services not rendered, and I have yet to receive any updates on the status of my refund. It is crucial that this matter is addressed promptly. I kindly request that the customer service team provide me with a clear timeline for when I can expect to receive the refund. I appreciate your attention to this matter. Thank you, S. L.

I contacted American Home Shield on May 21, [redacted], as my air conditioner had stopped working, and I paid $75.00 for a technician to assess the issue. After diagnosing it, the company opted to replace my condenser and wanted to upgrade my furnace to make it compatible. Despite my furnace being in good condition and only two years old, they attempted to install a cheaper model that would increase my propane costs. Frustrated, I insisted on solely fixing my A/C unit. It has been two weeks since I last reached out, and after multiple attempts, they have yet to find a suitable replacement furnace that is compatible with the new condenser. This delay has extended the repair process to almost two months, leaving me without air conditioning during the hottest months of the year.

My family has been without air conditioning for the past 7 days here in Florida. Despite contacting your service personnel and American Home Shield representatives multiple times, we have not received any assistance from your company. The technician sent to us initially was unqualified and used a cheap part that did not solve the problem on Saturday. We had to wait until Tuesday for another company to come out and identify the issue, which they promptly informed your office about. We are still waiting for approval. We have paid for your services upfront, and the only thing we have received from your company is poor service. I am prepared to take legal action if necessary to ensure this does not happen to other customers. I expect your company to honor its contract by tomorrow morning. Thank you.

I have had an American Home Shield warranty for two years and renewed it on April 11th, receiving a $50 discount, making my payment in full that day in the amount of $[redacted]. However, for the past four months, I have been repeatedly harassed about the $50 discount, negatively impacting my credit score. Dealing with their customer service has been a nightmare; they hang up on me, keep me on hold for long periods, and refuse to let me speak to the escalation team. Some representatives even refuse to provide their badge numbers. As an active duty Airman, it is disheartening to be treated this way. I reside at [redacted] Hoyt Ct, Suisun City, [redacted]. I am expecting a resolution from the highest authority and for these employees to be managed appropriately. Please review the recorded calls for reference on the call durations. You can contact me at [redacted].

The HVAC contractor who came for a tune-up did not provide an inspection report. I had given them a 4-pack of air filters to replace one, but now the other 3 are missing, and it seems the company misplaced or took them. Our AC unit is struggling to cool the house, so I asked for a follow-up. The contractor came but failed to conduct a thorough inspection a second time and couldn't explain where the missing filters were. They blamed unrelated issues for the poor cooling and air circulation. It took them over a week to return, and their lack of professionalism and expertise was evident.

I am having an issue with my home warranty company. My central A/C unit broke down, and after paying the deductible, they sent a repair person who determined it needed replacement. Despite my contract clearly stating that duct work and electrical are covered, they are claiming I need to pay $[redacted] for "modifications." However, upon consulting an outside HVAC contractor, it was confirmed that no carpentry or significant modifications are necessary. The warranty company continues to refuse coverage, even though the replacement unit is identical. I am frustrated as it has been over a week without A/C, and they are not honoring the contract terms or providing a reasonable explanation for the extra charges. They offered a cash settlement, but refused to disclose the amount. It's unbearable without A/C, especially with pets and children. I need assistance in resolving this matter and ensuring they fulfill their contractual obligations promptly and fairly.

Last April, AHS arranged for an AC repair technician to service our unit. The technician identified a need to replace the schrader valves and some coils, in addition to refilling the unit with freon. Unfortunately, the initial repair resulted in a leak in the unit which required further attention. Despite preparing to cover the cost of replacing a significant amount of freon, the tech covered half the expense due to the error. While we managed to get through the summer without further issues, this year, upon using the unit in July, it only blew room temperature air. After days of contacting AHS, a different technician ordered a new compressor and a full unit's worth of freon for the repair. During today's work, the current technician discovered that a valve had been tampered with by the previous technician, resulting in friction in the unit's tubes leading to a leak and the eventual breakdown of the compressor. As a result, we find ourselves out of pocket $[redacted] and are seeking a refund from AHS as the responsibility lies with the contractor they sent last year.

Regarding work request #[redacted]72 filed in July [redacted] with AHS for a malfunctioning built-in microwave, a $75.00 copay was made. Contractor Mr. Appliance attempted a repair but could not due to needing a part. Despite promises of follow-up, no resolution was provided after multiple calls in September and follow-ups in December [redacted], June [redacted], and July [redacted]. Frustrated by the lack of communication and ongoing issue, I am seeking either a replacement microwave as per the service agreement or a refund of the copay to cancel the policy. The limited help received has been challenging due to language barriers. I am eager for a prompt resolution to this matter. Thank you for your prompt attention to this matter.

Our air conditioner suddenly became noisy, so we contacted AHS for assistance. They sent out a technician who informed us that the compressor needed replacement in our 23-year-old unit. Following the assessment, AHS informed us that we would need to pay $[redacted] for the refrigerant recharge after the compressor replacement. Considering the age of the unit, we decided to install a new air conditioner with updated refrigerant instead. I reached out to AHS to request a cash payout for the old unit's repair cost, which they confirmed they could do. After having the new unit installed for $[redacted], I noticed that my AHS account status was marked as "complete" online. I called to inquire about the cashout amount and requested the cancellation of the contract to avoid further deductions from my account. AHS mentioned an automatic contract renewal in June, to which I explained I did not authorize. It's frustrating that after years of being a customer, the service can still end up costing more out of pocket with limited coverage, making repairs on an old appliance seem unreasonable.

In November [redacted], one of your sales representatives assured me that my premiums would remain the same as in [redacted]. I agreed to make one payment via Mastercard and the rest through checking. However, the company continued to withdraw from my Mastercard, resulting in double payments. Upon contacting your staff, I was met with disapproval despite my longstanding patronage. I made a payment of $59.99 on 7/20/[redacted], which seems to be overlooked. I have evidence of nine payments, some of which are $60. I hope this matter can be addressed promptly as it has been ongoing since May-June. Customer service should prioritize resolving consumer issues. I anticipate a resolution. Thank you, Linda H. [redacted].

I had air conditioning specialists come out on Friday night around 9:30 PM. They initially claimed my thermostat was faulty, but upon insisting, they checked the outdoor unit and discovered a faulty capacitor, which they replaced. Despite this, my AC issues persist, and I've scheduled them to return. Unfortunately, the earliest available appointment they could offer was for Wednesday morning next week, which I find unsatisfactory given their last-minute visit outside of the scheduled time frame. I've been a loyal customer of Platinum Repair Inc. for years, but this experience has left me disappointed. Dealing with Filipino agents who were untruthful, hung up on me, and kept me on hold has further added to my frustration. I believe I should not have to wait an additional week for the repair, especially after the initial week-long delay for the first visit.