American Home Shield Customer Service Issues

I have been a customer of AHS for approximately 2 years. In September [redacted], I requested a service to replace my toilet due to a crack resulting from normal wear and tear. Although the technician initially claimed it was a manufacturing defect, which is not covered, I later discovered that the toilet did not fully meet the manufacturer's criteria for a defect, as only the model number matched, not the manufacturing date. After trying to resubmit the service request and having it canceled by the same technician, I encountered difficulties in escalating the issue with AHS. Despite speaking with them multiple times and providing detailed explanations, there seems to be a lack of record-keeping and follow-up on their end. I have considered taking legal action but would prefer to resolve this matter amicably first. I have been met with resistance in speaking to supervisors and encountered a deceptive interaction with an individual posing as one. I am seeking assistance in obtaining AHS's direct contact information to address this ongoing issue promptly. Thank you.

During the night, the ice maker or one of its components malfunctioned, leading to water flooding the kitchen and dining room. I tried to shut off the water line to the ice maker without success, so I contacted a local plumber for assistance. The plumber managed to stop the water flow, but I discovered that I can only schedule service within the network for December 9th, which is too long to wait. I am seeking permission to use the plumber I previously called. Kindly guide me on the necessary steps to proceed. Thank you.

Our Hotpoint refrigerator stopped working on November 23rd, and we immediately contacted our warranty provider, AHS, with whom we've been customers for 13 years. After calling AHS, they mentioned that a repair company would follow up with us. On the following Monday, the 25th, we received a call from the repair company stating they'd visit on the 26th. A repair technician arrived on the 26th, inspected the freezer, took a photo with his phone, and diagnosed the issue as needing a new motherboard and display board. When I inquired why he didn't use a computer like previous technicians, he seemed puzzled. He indicated it would take 3 to 10 days for the parts to arrive. Unfortunately, when we contacted the repair company today, they indicated they still haven't received the parts, giving no estimated time of arrival. Despite my requests, AHS wouldn't connect me with a supervisor. The mention of "their parts department" by the service person surprised me, and when I pressed for details, I was met with a vague response. The lack of a supervisor's intervention leaves us in a frustrating situation without a clear resolution in sight. The delay has resulted in financial loss from spoiled food and extra expenses to keep essentials refrigerated, especially critical for a diabetic in the household.

I have been experiencing ongoing issues with my washer for nearly a month. I have diligently followed all of the instructions given by your team. After speaking with two supervisors, "Clair" and "Cy," who may be misspelled, I was provided with misleading information. Clair promised a callback within 24-48 hours, which never happened. Despite my repeated efforts, I had to explain everything again when I spoke to Cy for the fourth time recently. Cy mentioned emailing parts (which I believe she did) and assured me of an update within 4 hours, by 9pm. Unfortunately, no one contacted me as promised. After contacting Yan, she informed me that they are still waiting on the parts department and committed to calling me back by noon today. Each conversation with a supervisor lasted over an hour, resulting in a missed meeting with my boss. Although I recognize the responsibility of your vendor, the delays and lack of communication are frustrating. We have been loyal customers for over a decade and have referred others due to our positive past experiences. It's distressing not to have a working washer during the holiday season, and I am seeking a resolution promptly, either by repairing the washer in the next few days or providing a replacement. Your attention to this matter is greatly appreciated.

On November 23, [redacted], I was approved by AHS to get a new condenser coil for my AC unit that wasn't cooling. However, as of December 18, [redacted], I have been experiencing delays and being passed around by both AHS and the AAA All Brands vendor regarding the repair. AHS claims the parts were delivered on December 6, but All Brands says they did not receive them. Both sides are pointing fingers at each other, and AHS refuses to let me escalate the issue or speak to a supervisor. Despite my efforts, they keep telling me to wait while they contact the other party for more details.

My hot water heater stopped working, and the plumber from the company visited to assess the issue. I received a call informing me that a replacement was needed, but it had to be ordered, potentially taking a few days. Due to the holiday, the process might be prolonged. Hot water is essential for a comfortable living environment, and I am eager to have this problem fixed promptly. I believe the situation could have been handled more efficiently if the plumber could purchase a replacement and be reimbursed by American Home Shield, allowing for a same-day installation.

I recently had a company come out on 12/04/19 to assess my hot water heater that needs to be replaced after 25 years of service. Despite being a loyal customer for over two decades, I have not received the second opinion requested. As a single homeowner who takes pride in maintaining my property, I am disappointed that this issue still exists. I have been dealing with water leakage in my basement and the delay in receiving assistance is frustrating. I have been trying to address this situation for a few weeks now, and the lack of response continues to be unacceptable. My home is located at [redacted] North Jefferson Street, Wilmington, DE, [redacted], and you can reach me at [redacted].

I am having difficulty with American Home Shield in Memphis, TN. I tried to contact their regional manager on LinkedIn twice, but received no response. When I called the number on my agreement, I was redirected to the Philippines five times. I requested the $[redacted] service fee be removed since the technician did not show up twice, which the customer service representative acknowledged and said it would be taken care of. I also asked not to renew my contract in November [redacted], and was promised a callback regarding other complaints. However, I have not received any follow-up and my issues remain unresolved.

Could someone hop online with me? I've been waiting on hold with AHW for over 15 minutes. I didn't catch if the agent asked me to hold, and I'm confused if I should stay on the line. I don't want to disconnect, but I'm feeling unsure about what's happening. I called to report that the plumber scheduled for last Thursday or Friday hasn't been in touch with me at all. I've tried calling them twice, their voicemail is full, and I've sent two text messages, but still, no reply. I'm at a loss for what my next steps should be.

My contract number is [redacted]02. I have received inaccurate information regarding my heating unit and noticed an erroneous $[redacted].00 unpaid balance on my bill. During a conversation with their customer service representative in the Philippines, I clearly expressed that I do not authorize automatic withdrawals from my bank account ending in [redacted]. Despite their acknowledgment of this request during previous calls in November, the withdrawals persisted. I was informed that to prevent further debits, I would face an additional fee through my bank. Given their documented notes on these interactions, any suggestions of ignorance on their part are unfounded.

I have been a loyal customer of AHS for over 20 years. Generally, I am satisfied with the company and my overall experience. I have recommended AHS to many people over the years. However, I have a serious concern. Upon receiving my renewal bill, I noticed I am being charged $69.11 per month for the combo plan with a $[redacted].00 contractor payment. After checking online, I found the same plan with the same contractor payment for $50.71 per month, a savings of $17.40 monthly or $[redacted].00 annually. I contacted customer service to request a price match, but they declined. Their resolution was for me to cancel my current contract, wait 30 days for a new one, and then I could get the lower price. I do not believe this is a fair practice for loyal customers like myself who have been potentially overpaying for years. I am not looking to threaten legal action, but I do hope that AHS can address this discrepancy and make it right. Thank you for your attention to this matter. [redacted] S.

I had a company come to my home to fix my air conditioning, but the technicians didn't solve the issue. They suggested changing the filters more frequently and accidentally broke a piece of siding on my house. When I reached out to American Air and Heating's owner, Adam Romero, he denied their involvement. American Home Shield confirmed they were the only company used in my area. Despite contacting AHS multiple times, no action has been taken to address the damage. Mr. Romero claimed the damage was pre-existing, caused by earlier technicians. As elderly and disabled individuals, my husband and I rely on this service and are worried about the consequences of the exposed hole in the attic. It's frustrating that Mr. Romero is uncooperative and refuses to take responsibility. The situation is worrisome and needs to be resolved promptly to prevent further issues like mold. I hope someone can assist us soon. - B.V.

I am frustrated with my ongoing issue with AHS regarding our faucets. It has been over a month since I started the claim on our non-operating faucet in the master bathroom, yet it remains unrepaired. The technicians sent by AHS from "Patriot Plumbing" have been incompetent, causing me to waste time and money on useless service calls. I demand a refund of $[redacted] for the service call and request a new plumbing company to fix the problem promptly, as per our contract agreement. This prolonged ordeal has left me very dissatisfied, and I am considering reaching out to WAVY News 10 for assistance.

On Friday, January 10, [redacted], I reported a broken hot water heater. The plumbing company informed me they couldn't come until Tuesday but might make it on Monday. Ultimately, they only arrived on Monday afternoon and identified the need for a part, mentioning they couldn't return the same day due to the distance to their shop. I was shocked to learn they couldn't make it back until Thursday, January 17, [redacted], leaving two elderly residents without hot water for six days. Despite living in a busy area, a local service provider wasn't chosen, and I felt the situation was mishandled. When I called on Tuesday, I spoke with a representative from the Philippines who couldn't assist, and I'm eager to communicate with a U.S.-based representative. I can be contacted at [redacted].

URGENT SERVICE REQUEST ISSUE FROM [redacted]% DISABLED VETERAN Dear American Home Shield VP Marketing Direct to Consumers, My name is Stephan Drew, a 60-year-old [redacted]% disabled veteran living with my disabled wife in Waterford, Maine. Our well pump malfunctioned nearly two weeks ago, and after contacting AHS for service, we were linked with Affordable Well Drilling. Unfortunately, this provider no longer collaborates with AHS due to past issues. Despite multiple attempts to resolve this, we are still without water after 10 days. AHS promised us a new provider would contact us within four hours, but it is now late into the evening, and no one has reached out. We attempted to install the pump ourselves, unsuccessfully due to our disabilities. We urgently need a resolution as we should not have to endure this water shortage. If AHS cannot meet our needs, we respectfully request to end our contract and find a more dependable home warranty provider. Your prompt attention and assistance are greatly appreciated. Sincerely, Stephan W. Drew

Subject: Air Conditioner Repair Issue Dear Sir, On 4-18-20, the air conditioning company, One Source, inspected my air conditioner and recommended replacing the compressor due to its age and poor condition. The technician mentioned replacing eight pounds of R22 refrigerant after the compressor replacement, estimating the total repair cost to be around $[redacted]. Considering the unit's age, I am exploring the option of installing a new unit to avoid recurring costly repairs in the future. The technician also mentioned that my insurance provider, AHS, is reluctant to replace the air conditioner, leading to ongoing maintenance expenses and inconveniences. I am requesting assistance with covering the costs of the compressor replacement and refrigerant or alternatively, replacing the unit under warranty. Your prompt attention to this matter would be greatly appreciated. Thank you, Kenneth B. Contract #[redacted]42 [redacted] Williams Rd. Byhalia, MS. [redacted] Phone [redacted]

I was recently contacted by Whirlpool regarding a dishwasher that was supposed to be delivered today, 5/26. Although the dishwasher was delivered, there seems to have been a miscommunication as Whirlpool claims they did not receive an installation order from AHS. I have been unable to reach anyone at AHS to address this issue, and it is frustrating to have an uninstalled dishwasher in my kitchen. I have been dealing with this for the past 3 weeks and would like it resolved promptly, or I will escalate the matter to the Better Business Bureau. I am requesting a call from management to sort this out as waiting on hold for extended periods is becoming unbearable. Thank you.

I was contacted last week by Whirlpool confirming the delivery of a dishwasher ordered by AHS. However, the installation order was reportedly missing. I have been unable to reach AHS to rectify this issue, causing significant frustration over the past 3 weeks. Urgent action is required to address this matter promptly, or I will escalate it to the Better Business Bureau. I insist on immediate contact from management to resolve this ongoing delay. Phone call requested at [redacted]. Address for installation is [redacted] Hunting Creek Road, Canonsburg, Pa [redacted].

I own a GE Microwave & Oven combo appliance. Unfortunately, the microwave stopped working in February, and after some delay, the part was delivered and installed by a technician from AHS on May 20, [redacted]. However, the next day, both the microwave and oven stopped working. I reached out to AHS, Sears Home Services, and have been experiencing a challenge in getting a resolution. After several lengthy phone calls, I am still waiting for a callback promised on Tuesday, May 26. The hold time as of now has exceeded 1 hour and 35 minutes. I'm eager to have my GE appliance repaired promptly.

Our upstairs AC is not working, and Douglas Mechanical provided an estimate for a replacement unit after my husband mentioned we were seeking bids. However, when attempting to follow up, they did not return my call. We have engaged a different company we know for the job. I tried reaching out to AHS and was on hold for over 2 hours. I spoke with Angel, who could not answer my questions and when I requested to speak to another representative, I was placed on hold again. Regarding our Refrigerator, we had two separate charges. Originally, Big Kountry was scheduled to come out but did not, so I contacted AHS to send GE instead. GE was fantastic, promptly fixing the refrigerator within an hour. I anticipate a prompt response to address our dissatisfaction with AHS. Thank you.