American Home Shield Customer Service Issues

I have a home warranty with American Home Shield. In May, I reported an issue with my AC unit. I paid $75. They sent someone who said the unit needed refrigerant. I paid for the refrigerant. By July, it needed more refrigerant. They want me to pay for it again without fixing the leak. My contract says if they can't fix it, they'll buy a new unit. I've been dealing with this for about a month. Please help. Thank you. Initials: S.F. Address: [redacted] Sagewood Drive, Gainesville, GA [redacted]. Thank you.

On August 3rd, our air conditioner stopped working, so we submitted a claim and paid the fee. The contractor visited on Tuesday, August 6th and identified the issue as a faulty compressor. They ordered the part and promised to repair it by Friday. It's now August 14th, and we're still waiting for the repair without any updates from the contractor or AHS. My husband, a combat veteran, and my son, who has asthma, are suffering due to the lack of cooling. With the upcoming hot weather, I'm worried about my family's well-being. We invested in a home warranty for timely service, and it's disheartening to be left waiting. I urge for a swift resolution to restore my family's air conditioning.

As an American Home Shield customer with Shield Complete coverage, I am sharing my experience regarding the service provided by American Home Shield. I initially requested service on July 31st for my dishwasher, and the repair company arrived on August 1st. Unfortunately, they left stating that a new part was needed and have since been unresponsive. Battle Born Heating and Cooling, the repair company, has not completed the repair despite multiple attempts to reach them. When contacting American Home Shield, I have only received unhelpful responses instructing me to wait 24-48 hours with no resolution. They have not provided me with a direct contact or a local business address to address my issue promptly. My request with Battle Borne was closed, and I was assigned a new service provider who I am struggling to reach. I have not been provided with a physical address for this new company. I am disappointed with the lack of customer service and hope that by raising this concern, American Home Shield can improve their services for all customers.

Contract ##[redacted]72 I am Kathy Peot. I recently requested a repair for my hot water heater. Initially, I provided my credit card to cover the deductible as I was low on cash due to being off work for three months after surgery. However, despite assurances that my debit card wouldn't be charged, it was, resulting in an overdraft fee. Despite speaking to multiple customer service representatives, the issue hasn't been resolved. I was promised call-backs that never happened. Supervisor Rose said she would expedite the refund, but I have yet to receive it. Despite a representative claiming to have removed my payment info, another unauthorized charge was processed, causing further overdraft. No one has addressed my concerns properly, and I remain dissatisfied with the service. My account is still overdrawn, and I am being charged extra fees. I am now considering my options moving forward due to the lack of response and poor treatment. Kathy Peot

I contacted AHS to schedule a well inspection. They charged me $[redacted] for a quick 10-minute visit where I was quoted $[redacted] for repairs not covered by my plan. The contractor overlooked crucial exterior well pump components. A second opinion by an independent contractor revealed a simple issue that was promptly resolved without any charge. AHS's receipt included an additional $65 service fee on top of the $[redacted] I paid. I am requesting a refund of the $60 difference and urging for action against the contractor's misleading conduct. Attempts to reach AHS have been unsuccessful, and I am considering canceling my contract. I have documentation from both contractors, with the second contractor providing a detailed report on the problem and the fix, despite not billing me initially. - Lynn C

My name is Claude Cox. I'm reaching out regarding my dishwasher service request #[redacted]02. It's a Whirlpool unit that Sears has been assigned to fix. I've been waiting since June 24th for the repair, but the sprayer arm is on backorder. I've called Sears for updates, but they simply mention it's on backorder and advised me to contact American Home Shield for options. American Home Shield states they can't do much since Sears has it on backorder. I'm exhausted from this back-and-forth. As a disabled veteran struggling to wash dishes manually at 73 years old and living alone, having a working dishwasher is crucial. I just need it fixed or replaced to make daily life easier. Thank you in advance. Claude Cox

I've been dealing with an AC issue for three weeks now, and I'm hoping to have it resolved promptly. The vendor suggested that I need a new coil, but they couldn't provide a timeline for when this will happen. A representative is trying to charge me extra for a different vendor addressing the same problem, leading to confusion and frustration. Currently, I am enduring 87-degree temperatures inside my home since 7/29. My research shows that replacing a coil in an older AC unit is not advisable. I expect the service I've paid for to be delivered promptly without unnecessary obstacles. I don't want to have to argue with anyone just to speak to a supervisor. The additional charge for another technician or the need for a fourth visit should be clarified better. I have already spent $[redacted] plus premiums on this matter.

Recently, my family faced AC issues and reached out to AHS for help. Despite setting up an appointment, the contractor did not show up or contact us. Following this, we opted to cancel our service with AHS. However, after contacting the manager to discuss our concerns, we were offered 2 complimentary service vouchers due to our loyalty. Unfortunately, redeeming the vouchers proved challenging as the overseas agents were unhelpful and impolite. Eventually, we managed to schedule service through a helpful representative. Unfortunately, weeks later, we encountered multiple issues: an unexpected service charge, our contract being canceled, and difficulty in reaching a stateside supervisor regarding these matters. The lack of consistency and follow-up from AHS has been frustrating. I am seeking assistance in resolving these outstanding problems and would appreciate the chance to speak with a stateside supervisor regarding these ongoing issues.

Contract number [redacted]. Address: [redacted] Tilden Court, Richland, WA [redacted]. On August 19th, All American Heating & Air (AAHA) recommended a new compressor and stated they would process it through the home warranty. The claim got approved. AAHA mentioned the part should be at their shop by August 26th. After following up on August 27th, they had not received the part and mentioned that American Home Shield (AHS) processed it that day. Trying to check the status with AHS on August 28th, I was informed they were waiting for authorization after a 25-minute hold. Following up later, the next representative mentioned AHS was undergoing an upgrade and advised me to call back. I asked for a supervisor multiple times but was told to call back. Living in an area with temperatures between 90 and [redacted] degrees, I urgently need my AC fixed. I seek clarity on whether the part has been ordered and the progress. Your prompt and detailed update is appreciated.

Hello, I’m Craig Hanson at [redacted] Camellia Court, Rock Hill, SC [redacted], with email [redacted] and phone number [redacted]. I spoke to your customer service about a double billing issue with American Home Shield since June 1, [redacted]. I noticed extra charges of $57.82 on 6/1/19, 7/1/19, 8/1/19, and 9/1/19 on my Visa ending in [redacted], on top of my regular billings. Despite sending the required information via email to [redacted] as instructed, and faxing the transaction details as requested, there hasn't been any resolution after 72 hours. Customer service assured me of a 24-hour turnaround initially. Is there anything further I should do to resolve this issue? Thank you.

Our central air conditioning unit stopped working on Tuesday, 9/3/19. After contacting American Home Shield, a technician from Air Connection came out on 9/4 but misdiagnosed the problem initially. Despite our follow-up calls, Air Connection couldn't return until Saturday, 9/7. Frustrated with their service, we reached out to AHS, who then dispatched South Cooling. South Cooling visited on Friday, 9/6, and correctly identified the issue as a faulty compressor. AHS received the report the same day but as of Wednesday, 9/11, we are still waiting for the compressor to arrive, with an expected delivery date of Monday, 9/16. The prolonged wait has made living conditions uncomfortable given the high Miami temperatures. Despite our loyalty as customers for 15 years, the delay and lack of urgency from AHS have left us extremely disappointed and inconvenienced. We're considering escalating this issue to the Better Business Bureau and other review platforms.

Subject: Concern Regarding American Home Shield Services Dear Sir/Madam, I want to express my disappointment with the lack of response to my email regarding a pending check from AHS. The customer service standards seem to have declined, and the delayed communication is frustrating. I hope to receive the check promptly. If not, I may have to share my experience on social media. Best Regards, Liliana Lindsey (Location and Contact Information Removed)

My name is Joyce Moody, and I reside at [redacted] Statton Road, Louisville, KY [redacted]. You can reach me at [redacted]. I had the first claim under contract [redacted]42 to repair my garage door. I was expecting a local service, but a person named Matt from company #1 Garage Door in Orlando, FL came instead. He claimed I had to pay $[redacted] for a part that should have been covered, the Gear Sprocket. American Shield sent a representative from Afford-A-Door in Louisville to confirm the issue, and they found it to be a regular wear situation. I have contacted your company for a refund and was supposed to hear from you today at 5:30 PM EST, but I did not. As a senior with a sick husband, dealing with this is difficult. Please investigate this matter and reach out to me. Thank you for your assistance. Joyce Moody, 9/13/[redacted].

I have had three visits from Myer's Comfort Specialist through America's Home Shield to repair my air conditioner within 30 days, but it is still not working. All correspondence with America's Home Shield has been initiated by me, and I have not heard back from them after any of Myer's visits. After contacting America's Home Shield following the second visit by Myer's, I was informed they had not received any information from them. Two days later, when I spoke to a customer service representative at Myer's, I was told that the repairs had been approved, and I was responsible for a $14.85 charge for Freon. However, the technician stated that the amount was incorrect and should have been $1,[redacted]. When I questioned this discrepancy, I was advised that I had to pay the amount specified to get the repair done. Faced with limited options, I accepted a cash offer from America's Home Shield under pressure. Subsequently, I contacted them again to express concerns about Myer's workmanship due to finding wires improperly connected and missing parts. Despite having parts warranty, the air conditioner is still not functioning correctly after a month and has been completely out of operation for the past two weeks, especially problematic with the high temperatures in Alabama. I am currently awaiting a second opinion and feeling very disappointed with the inadequate service received, contemplating other avenues for resolution.

I have noticed an unexpected increase in charges on my contract. After conversations with multiple service representatives from three different phone numbers, I was informed that the additional charge is a tax imposed by the government. Despite this, I have not received any verbal notification, paperwork, or documents explaining this tax. The surprise charge appeared on my bill retroactively starting from the second month of my contract. Unfortunately, none of the representatives I have spoken to have been able to clarify or provide me with any supporting documents to confirm the validity of this charge.

Subject: Assistance Needed for Long Outstanding Repair Issue Concerns Regarding AHS Contract #: [redacted] and the address at [redacted] ½ Cypress Avenue, San Mateo, CA [redacted]: On 6/25/[redacted], the unit was deemed unrepairable by the 1st vendor. Subsequent to that, on 8/19/[redacted], another vendor was assigned by AHS who planned on ordering parts for repair. However, as of 10/1/[redacted], no progress has been made and communication gaps have led to confusion and frustration. After encountering inconsistencies with the vendors, I self-initiated contact with AHS. I was politely assisted by Adrian who informed me that the previous vendor was no longer affiliated with AHS. Adrian recommended Healthy Duct & Cleaning for the needed repairs and scheduled an appointment for Friday. As a loyal 26+ year member, I am disheartened by this protracted situation where our tenant, a senior citizen, continues to lack heat. Your usual prompt service is appreciated; nonetheless, this issue has been a letdown. I kindly request for a follow-up after the pending service visit on Friday (10/4) between 12PM – 2PM to address the ongoing repair status and discuss further steps. Sincerely, Ms. Tommi Hill

Subject: Heating Unit Repairs Delay Regarding Contract # [redacted] for [redacted] ½ Cypress Avenue, San Mateo, CA [redacted]: On June 25, [redacted], the 1st service call deemed the unit unrepairable. A 2nd opinion on August 19, [redacted], resulted in parts order for repair pending an appointment. However, delays occurred as A-1 Vendor was no longer available when contacted on October 1, [redacted]. Adrian from AHS has arranged an appointment with Healthy Duct & Cleaning for possible repairs on Friday. Despite being loyal members for over 26 years, the lack of communication and delays have caused distress as our senior citizen tenant is without heat. We seek clarity on why there were no updates and why we have been left to arrange services. We require a status update post Friday’s appointment and guidance on the next steps. We anticipate prompt resolution and improved service as previously experienced with AHS. Ms. Tommi Hill, reachable at [redacted], looks forward to hearing from a representative.

I am struggling to locate information about the whereabouts of the parts for my refrigerator and cooktop. I contacted the company yesterday and was on hold for 30 minutes before leaving my callback number. The refrigerator is a Sears LG, and the cooktop is a GE Profile requiring a sensor. The D& D Enterprises technician visited four weeks ago. After the visit, my fridge started to warm up, and the freezer was thawing. I had to ask my neighbors to store the frozen items until I could get another fridge. The customer service I have received so far has been disappointing.

Hello, I recently had my ice maker serviced but it's still not working. Despite trying to get help from AHS, I've been unsuccessful. Could you please arrange a recall work order for my GE Profile appliance? The service was done on Oct. 3, and Richard from Quality Services assured me that it's within the warranty period of 1 month for service and 90 days for parts. I've attempted to reach out via phone three times at [redacted], but it seems to connect to the Philippines and the assistance provided is not sufficient. Could you please respond to this message with a U.S. phone number where I can get help? My contract number is [redacted]32. I'm a busy attorney who travels for work, so your prompt attention to this matter would be greatly appreciated. Thank you, Cecilia Muris.

I have had five companies visit to assess my refrigerator/freezer as it is not cooling and leaking fluid. Each company indicated a part replacement was needed, but none have followed through. My food spoiling due to the delay is unacceptable. The service from American Home Shield has been disappointing, and I am very unsatisfied. Additionally, I experienced being disconnected three times by American Home Shield representatives while trying to address this problem. Their lack of professionalism is concerning.