American Home Shield Customer Service Issues

Since the beginning of March, I've been trying to get my oven repaired. Despite initial contact in March and a follow-up in August, the process stalled due to Covid. Multiple calls yielded no progress until September when a service technician from Sears identified the issue and ordered a part. However, Sears is awaiting approval from AHS to proceed with the repair, which is further delayed as the part is on back order. The lack of information and long waiting times when contacting AHS are becoming increasingly frustrating. I simply want my oven fixed and seek assistance with expediting the approval process and part procurement. Dealing with AHS has been exasperating, and I hope for a resolution soon.

Subject: Dryer Repair Issues Dear Customer Service, I am writing to express my extreme frustration with the ongoing repair of my dryer under Policy #[redacted]02. I reported the issue on July 25, [redacted], describing a disruptive metal grinding noise. Since then, multiple appointments and replacement parts have not resolved the problem. I have been without a working dryer for two months now and feel that Express Appliance and AHS have neglected my issue. Despite multiple attempts to fix the noise issue, the problem persists. Even after waiting for parts and making several appointments, the repair job is considered completed without my acknowledgment. This is not acceptable. The policy I have is for repairs or replacements, not for incomplete services and an unresolved problem. I have spoken to various representatives, including Dylan, Alex, Kate, Ariscia, and Hazel, but have not received a satisfactory resolution. I am disappointed in the lack of communication and failure to address my concerns adequately. I urge someone from the company to reach out to me promptly to discuss how to proceed with fixing or replacing my dryer. Your immediate attention to this matter is greatly appreciated. Sincerely, Linda Covello

I submitted a request for a pre-season HVAC tune-up weeks ago, but I never heard from the assigned contractor. After reaching out, I found out they don't service condos. When checking the website, I couldn't find any record of my request. Making a second request, I was assigned the same contractor. Upon calling, I was faced with a 40-minute wait time, which I find unacceptable. I'm disappointed by the lack of prompt repairs and the oversight regarding the property type. This issue should have been resolved by the company earlier. It's frustrating that I had to address it myself. I hope to be matched with a suitable contractor and have a service appointment scheduled promptly.

My washing machine stopped spinning, so I requested a service call. The repairman came and fixed it by reconnecting some wires without running a diagnostic test. Unfortunately, it broke again after less than 20 minutes of use. I contacted AHS, and the contractor called the next day to schedule a return visit. However, the service status timeline is inaccurate, showing activities on different days and omitting important details such as the diagnostic results and service recall. The repairman mentioned a discontinued part was needed for the repair and left the machine unplugged with a load inside. AHS scheduled the next service call for November 11th, over two weeks from my initial report, which is concerning during the pandemic. The discrepancies in the timeline and the delayed appointment raise doubts about AHS honoring their service guarantee.

My air conditioner/heat pump has not been working for [redacted] days. I first reported the issue on July 20th, and the last repair attempt was made on September 30th but was unsuccessful. Due to missed appointments, failure to fix the problem, and questionable modification charges from NW Sundance, I requested a different company to handle the repairs via AHS. NW Sundance charged me $[redacted].17 for modifications that were never completed. I am seeking a refund for the unauthorized charges and would like a different company to take over the repairs. You can reach me at [redacted].

I am experiencing a complete blockage in my toilet and shower. A plumber from AHS was sent this morning. When he arrived, I explained the issue. However, he couldn't locate the cleanout and refused to check under the house. When I suggested using the stand pipe on the roof, he mentioned that AHS doesn't cover that. I politely asked him to leave as he wasn't able to assist me. As a long-time AHS customer of 30 years, this is the first time I have encountered such disappointing service. I would appreciate a refund of the $75.00 since my problem was not resolved.

I purchased a replacement oven through American Home Shield, received delivery on Sep 28, [redacted], but faced installation issues due to wiring. After contacting AHS purchasing, C&R Service Solutions was scheduled for Oct 26th. Despite providing the dispatch number, C&R did not receive my order last week, causing delays. AHS assured me it was resolved daily but no appointment was scheduled. After requesting a new vendor, the reassignment happened today to an incompatible contractor. I am left without an active work order and instructed to contact purchasing, which has been challenging due to long waits. When requesting the AHS representative to assist in contacting purchasing, they refused and abruptly ended the call. I am seeking guidance on how to proceed with the oven installation efficiently. Thank you.

I am currently waiting to hear back from American Home Shield regarding my broken refrigerator. I filed a complaint with the BBB and now I am looking to speak to an actual person at AHS. It has been two months since a technician came to my home and deemed my fridge as "old." He mentioned ordering parts and instructed me to contact AHS once I received them. Unfortunately, I have not received any updates from AHS despite being in desperate need of my insulin due to being a diabetic. I have been diligent in keeping up with my premiums, but the service response has been lacking. I hope to get this sorted out soon as it is causing me inconvenience and distress.

I have a one-year paid contract with you under agreement number [redacted]. My request was assigned to TM Electric on September 21st, located in San Angelo, TX, phone number [redacted]. Tony from TM Electric visited on September 24th and mentioned sending a report the next day but has not followed up since. Despite numerous attempts to reach him, there has been no response to calls, emails, texts, or messages for over two weeks. I paid the $75 service fee and have contacted your customer service line at [redacted] multiple times without receiving any updates on the pending work. I plan to lodge a formal complaint with the Better Business Bureau in San Angelo against your company and TM Electric for the lack of communication and service. I will also inform Keller Williams Realty and Stroman Title about the poor experience and recommend against using American Home Shield. Additionally, I am requesting a refund of the service fee and will seek another company to complete the repairs. - Pamela Goodwin, [redacted] Overhill Dr., San Angelo, TX [redacted].

American Home Shield dispatched a plumbing service called Immediate Response to my residence. Upon arrival and before assessing the issue, they demanded $[redacted].00 for a brief 10-minute job to unclog the toilet. I paid by check, which was promptly taken. However, post-departure, the serviceman requested my ID, which I declined to provide. Despite receiving payment, he called the police. Subsequently, five police cars arrived at my residence. I intend to pursue legal action against Immediate Response and American Home Shield for this incident. The check has been cashed, but I am adamant about getting a refund and terminating my contract due to their fraudulent practices. The customer service calls redirect to the Philippines, making communication challenging. I am seeking assistance in resolving this matter and initiating a class-action lawsuit.

I have been without a water heater for two weeks now. I submitted a request on November 11th, but no one from the company has come out or returned calls or emails. I asked for a second opinion on November 13th, and a technician finally came out on November 18th, but they never submitted a diagnostic report to American Home Shield. I've been calling both companies for five days straight, but still no report has been submitted. I have never had any issues with American Home Shield before, but the first plumbing company they sent has many complaints against them. The second company, Plumbers Inc., seemed promising, but now I'm eight days in without a diagnosis. Dealing with the call center has been frustrating, with hours spent on the phone without any progress. I feel like my concerns are not being heard. I may have to consider calling my own plumbing company and seeking reimbursement. This situation should have been a simple two-hour job.

I requested service for an electrical problem on 12/2. Wash. Electric was assigned as the vendor. Despite calling multiple times daily since then, they have not answered the phone or returned my three4 messages. This is my first time using AHS, and I am disappointed with the lack of service. Thankfully, it is not an emergency situation.

I contacted AHS on December 2nd to request service for an electrical issue. They referred me to Wash. Electric Service at [redacted]. Despite calling multiple times daily since December 3rd, I have been unable to reach them. I left three messages but never received a callback, which is disappointing. This situation not only reflects poorly on Wash. Electric Service but also on AHS. It is my first time using AHS for service, and I am dissatisfied with the experience. If my next service request with AHS is negative, I will consider canceling my policy with them and seeking a different company. I hope Wash. Electric Service will address this by contacting me tomorrow, December 7th, to schedule a service appointment.

I have a home warranty with American Home Warranty and I've been dealing with a refrigerator issue since 10/06/[redacted] that has not been resolved. Sears, the contractor, identified two parts needed for the repair. One part was sent to me, but the other is on back order. Despite multiple calls, I have not received a clear path forward. I was informed that if the part wasn't available within 21 days, the refrigerator would be replaced. However, the replacement process has not been initiated yet. I am frustrated as I have been without a refrigerator for over 2 months. My American Home Warranty policy number is [redacted].

I have an open service request for our spa. A technician visited last Monday and advised us to get a new filter. He mentioned sending a report but we never received it. When I called American Home, I had trouble understanding their representatives due to my severe hearing impairment and speech recognition issues. I requested to speak with someone without accents but faced challenges finding clear communication. I prefer to communicate via email, but I couldn't locate any email addresses on their website. This situation is very frustrating for me. Assistance with this matter would be greatly appreciated.

My furnace cannot be repaired, and I am dissatisfied with the contractor, South Placer Heating, assigned for the replacement due to their high quote compared to local providers. I have been waiting for a cash out since December 16, following the contractor's inspection. Despite daily calls, I have not received any response from the Cash Out department as promised by the Customer Rep. Each time I call, I am told to expect a call within 24 hours, which has not happened. Today is December 21, and I am still waiting for a resolution. I seek your assistance in addressing this ongoing issue. Thank you.

Subject: Frustrating Experience with Plumbing Service I recently reached out to Safe Cali Plumbing for assistance with leaking pipes and a water heater issue in Ojai, California. Despite scheduled appointments, the plumber, who had to commute from Santa Maria, could not make it on two occasions. I was informed upon his eventual arrival that he no longer worked for the company and did not provide a diagnostic report. Another technician, Daniel, mentioned potential coverage for repairs, but the manager later denied it. Despite repeated requests, I have not received the promised diagnostic report. My interactions with AHS have been unhelpful, with difficulties reaching a resolution through their outsourced customer service. This experience has been frustrating and disappointing, leaving me feeling like I have been scammed. If this issue remains unresolved, I will seek assistance from Legal Shield. Please provide me with a contact for a supervisory representative to address this ongoing problem promptly. Sincerely, A. Johnson

I made a service request over a week ago for my front load washer not draining. The assigned representative from Louisiana was supposed to arrive between 5:00 p.m. and 9:00 p.m. I got home early but my son informed me the representative came ahead of time and diagnosed a pump issue that needed to be ordered. Despite a call from the rep, I couldn't reach back. My washing machine is still inoperable and I have a growing pile of laundry. Dissatisfied with the service received. Best, Clifford M. Picayune, MS [redacted] Home: [redacted] | Cell: [redacted]

Regarding Policy #[redacted]92 [redacted] NW 257th Terrace High Springs, FL [redacted] I have held an AHS policy for my home at the address above since April [redacted]; I am dissatisfied with the response to my recent claim. In July [redacted], a representative assessed my microwave and dishwasher, recommending replacement for both. Despite numerous calls to your office, I have not received a written statement on the replacement cost for the dishwasher. I understand the impact of the pandemic on your workforce, but the long wait times on the phone are unacceptable. Weeks ago, I spoke to an individual named Seth (?) who promised to provide the dollar amounts within 3-5 days but have not received a call back. I am willing to seek out sales to reduce my expenses, especially given the limited stock at stores and my own financial challenges. I expect a written or email response from you within 14 days outlining the amounts for each appliance to resolve this matter promptly. Thank you for your attention. C. Glaser

Regarding Contract #[redacted]92 at [redacted] Moorpark Ave. 1-4, San Jose, CA [redacted], I want to address the issue with the home warranty plan I purchased from American Home Shield. On 12/2/[redacted], Mr. Michael Dunlap from American Home Shield sold me a plan over the phone for a 4-unit rental property at the same address. The problem arose when our second service request was denied, revealing that Mr. Dunlap misrepresented the property as a single-family home when selling me the plan. Even though the company had previously covered the property as a 4-unit one, they failed to acknowledge this during the sale. This misrepresentation has caused financial loss and tenant hardship. I am requesting a full refund of the premium and service fees paid due to this deceitful contract. If American Home Shield does not address this matter, legal action will be pursued. Copies of this complaint have been sent to the Consumer Protection Bureau.