American Home Shield

I purchased a year old home in April of this year, one of the agreements with old owner was to purchase a one year warranty on the home, which is through American Home Shield This week will I was traveling my wife said our heater was not working I contacted AHS and they were going to have a HVAC Company contact me with hours (Coldest days of the years currently in Washington State) After not hearing back from them after hours as they promised, I called them, waited another hour on hold final they answered They told me they were still looking for someone to come out for the service call Waited another hours and called them again, waited on hold only minutes this time, same story still looking for someone to come out Yesterday I call a HVAC company and they came this morning to diagnose the problem and do the repair Just got off the phone with AHS, they refused to reimburse me for my expenses (without reviewing) because they did not authorize the technician, even though they were unable to find one for me Very poor customer service, will never use this company again

I have posted this review on consumeraffairs.com as wellMy microwave broke on Dec I immediately opened service request with AHSThey assigned contractor (rated D+ on Revdex.com) for this issueAfter visits with part order (spanning month) contractor determined that Microwave can't be replaced - they said it must be replacedHe then sent diagnosis information to the AHSAHS gave me couple of options - they can replace the microwave or they can give the money to replace myselfMy current microwave is stainless steel and is built in and sits on the upper cabinet cutout and oven is in the lower cabinet cutout which is stainless steel as wellAHS said they can't match the color or dimensions (they were offering white as it is cheaper) they would only match the featuresThey only offered one particular model - thats it and they will not work with you on optionsThey also said that they wont look at the dimensions of the my cabinet cutoutAlso, the money they offered for the microwave, trim kit and install was less than what I would pay outsideWorst experience - been struggling to get my microwave issue resolved since past and 1/months - still not resolvedFinally I am paying additional money to cover the cost that AHS is not covering to take care of this issueIt is frustrating - not sure where these positive reviews are coming fromThey have standard response to the reviews on this site like "case manager would be assigned and he will reach out to you" and but in reality that never happens - no case manager was assigned for my issue and no one called me to date - don't trust these guysThe AHS reps won't work with me on finding the microwave which will sit my cabinet - they simply hide behind their process and completely ignore customers inconvenience/pain*** STAY AWAY FROM THESE GUYS ***

I put in a request to get my LG Tromm washer fixed and it was painless and quick requested service on Saturday and on Monday it was looked at, and that where my great service endsI was told I will get a call within hours...........and waitedI called hoping I could get an answer I was given another number to the appliance purchase departmentwhen I the called I waited for about 50min on hold with no answermy 2nd time I waited 45min on holdthe 3rd time I waited for an hour on hold, I've called at different times and days and this just seems like the norm for AHS which is not acceptable to meI'm going to get this washer fixed and then switch companies I've wasted quite a bit of my time already and if I have a issue in the future I don't want it handled like this

First of all, I'm a retired U.SMilitary veteran with three grand children and a daughter home from college I called in to AHS on a Thursday to get a water heater replaced due a massive leak The AHS representative failed to assign this as a emergency requestI call back on Friday and was told that some would be out to look at the problem next week I demanded that this is an emergency and needed someone out immediately to stop the leakNeedless to say, a contractor arrived Saturday morning looked at the leaking water heater and said someone will contact you on Monday to authorized the repairs I gave up and shut the gas and water off myselfNow I have no hot water to bath my grand children in the middle of the winterWhat am I paying for? It totally unacceptable to wait a week for a water heater repair or replacement

I am a customer of AHS, i've had nothing but lousy service with themIt takes for ever when you call to place a service request, the service took days and still not repaired, when I called the representative is trained to just read a script rather than being a customer service and at least try to help, worse than dealing with the DMV officewhen I asked to speak with a supervisor, I was placed on hold for over minutes and then disconnected

I'm one of the unfortunates that should have read the Revdex.com reviews before buying inMy experience with American Home Shield so far has been negativeIf you happen to miss their call on a service claim, you wait on hold to speak with someone for times that exceed hourThis happens with every claim and is extremely frustratingYou cannot submit a request to have someone call you, so you have to sit on hold for an unfortunate amount of time just to speak with customer serviceAfter only year, I'm already considering dropping their services and contacting another provider

Definately will recommend to everyone I know to streer clear of this companyApparently it is there "policy" to leave you without heat for 4-days in order to get what should be a shelf itemThat was months agoNow my hot water heater let go and again we wait, minimum days to order a water heater?? So we will be lucky to see anyone till the first of next week since no one seems to work on the weekends3-days of no hot water, they should cover a motel roomOr better yet go buy a water heater at the local plumbing shop...should be a one day turnaroundI find nothing in their paper work that states you will be inconvenienced due to our policy

I dropped the coverage because they would not let me pay monthly unless they had their hands in my accountI had set up a monthly payment through my bank They would not accept that Most people are happy just being paid They want to control the way you do you your financesNot goodAC has never really been fixed and costs over in Freon every time someone comes out AC fixed late last year and is already freezing up again

American Home Shield has been measured and found wantingWe called on Saturday, December with an emergency burst pipe with gushing waterThey sent out a request for a plumber and then said, "out of our hands." Meanwhile, it is December 15, and we STILL don't have running water!! No showersPlants outside dyingPool problems because the pumps can't runWhen left countless messages and some one finally returned our call only to remind us we will owe money as they won't pay the entire billNo followup to the 1/star-rated plumbing company we were given (A*** Plumbing in Phoenix gets horrible reviews.) Unacceptable! We paid for protection and service, and we are getting neither

The worst experience ever! I signed up of my properties with American Home ShieldEvery time I called and filed a claim, it ended up being a nightmareStarting with the Plumber/Technicians they sendThe Plumber in particular was very unprofessional, and didn't fix the problemsInstead they would come up with excuses as to why they could not fix itEvery time I called Customer Service to make a compliant, it would take me at least 45mins just to talk to someoneOnce I was able to get someone on the phone, they were completely unprofessional, rude, and not helpfulIt was a complete waste of my time, especially considering how over-priced they areI finally decided to cancel all contracts and move onI will never recommend this company to anyoneBy far, the worst Customer Service experience I have ever had

My washer was broken, I called AHS and they sent out a technician from A*** Repair of OregonHe said the machine was used incorrectlyMy son washed a load of woolen sweaters and a sleeve got stock in the doorThe sweaters were all knotted upI asked him to take a picture of the sweaters, he refused but did insinuate that my son was not telling the truth
He said it was probably not covered, I wanted an estimate in case it was not coveredThree weeks later I have not received an estimate, AHS has not called to say it is not coveredI called them after three attempts and waiting for an hour they said that I must pay the service feeThat it is not in the contract to call me and say the damage is not coveredVery peculiar outfitOh, and A** not a company I would ever recommend

We have had AHS for over a year They have sent technicians several times for different issues- mostly OK experiences (besides telling us our fridge was broken but all they did was put freon in it and told us to call again when it started not working again) This latest one is the icing on the cake
We called about our dishwasher The technician told us it needed a new touch panel, but that the part is only available anymore in BLACK It is a WHITE dishwasher I told AHS this is unacceptable, and they told me they aren't obligated to replace parts with the same COLOR or even the same MODEL as the existing Our only option now is to take a cash-out, which is nowhere near enough to buy a new dishwasher Aside from their awful customer service and refusal to let me speak to a supervisor, they have a shady contract Do yourself a favor and read the fine printShame on me for not doing so I would never recommend this company to anyone

I have been a 3+ year customer with American Homeshield and let me say that I have been HIGHLY DISAPPOINTED the ENTIRE timeOver the course of the years, I have called them different times for different repairs while they took the $per month out of my checking account and I have payed the $for each service visitEven though each one of the calls for service were due to "wear and tear", AHS found reasons to refuse to pay for service I bought this policy when I bough our house years ago and it has not been worth the paper the contract was written onSave yourself some trouble and just put that monthly premium in a savings account and don't get a policy with this company

I am finished with AHS, they are a rip offStay away!
Hours on hold, poor resolution to problems...most of what I have needed is...not covered!
Find another company!

I have over years of experience with AHSThe quality of contractors has gone down A recent contractor tried to convince me that my water pressure was over psi and I needed a $regulator on my serviceThe city service representative assured me that they have never provided pressure higher than psi and its usually around psiMy recent experience is an air conditioner that has a bad compressorThe current contract only covers $a pound for replacement refrigerant, so I need to pay $75/pound to recharge the system with pounds of refrigerant I also had to wait for minutes to talk to the options group to get a cash out request handled

American Home Shield failed to help my client after her HVAC unit broke three timesEach time they came out a new part was installedFinally, the AHS approved contractor told her she needed a new unit and she contacted them again and was told it would take days for a new one to arrive in the nations capitol in the dead of the winterClient opted to receive cash, since she could not wait days for a replacement and they only gave her $after the technician told her she needed a new unitThe new unit cost her $7,AHS talks a good story but when it comes to customer service they are extremely poorAHS are claiming they told my client she only needed another partI spoke with the customer service department immediately after my client notified me and told them about her broken unit and they also told me it would take that allotted time to replace her unit and NEVER mentioned another "part" was required
I will never use them again or recommend them to my clients

I placed a service request for my furnace with American Home Shield, this not being my first, and per the contract I am to have received a contractor assignment with in 24-hours This was vital as it below degrees outside and I also have a year old son with type diabetes and at the time a cold After hours my request was still not only unfulfilled, it hadn't even been attended to period I was then given an expedited service ticket and told the service fee would be waived Upon contractor call I was informed that not only was the service fee not waived but a trip fee was tacked on The customer support staff was very unfriendly and even swore at me They had no sympathy to my situation and never once apologized for any inconvenience Instead they tried to belittle me into thinking that it was my fault they are too incompetent to do their jobs I was offered no solution to the situation other than pay our fees or we cancel the work As someone who works in customer service and have for over years I was appalled by the genuine lack of caring or willingness to assist me ( the consumer in need) This is not the first time I have been treated with such disrespect by American Home Shield I hope this reaches the people needed to make sure this business is held accountable as well as protect people from falling pray to this greedy hate-filled organization

Extremely poor and unreliable customer service Every time I call it is a 10+ minute wait, and then the representatives are not helpful I asked to be transferred to a manager, and left a message, and they never called back Another attempt to reach someone to help me on the same service request, and the representative would not even transfer me to someone else to help She gave me an incorrect phone number to call! I filed a service request and they never called to service Using this company is not worth your time or money AHS sent two vendors and both were unprofessional I would not recommend this company to neighbors

I used American Home Shield for of my rental houses when I first started rentingThe biggest issue I had was that I would have to wait on hold for 30-minutes if I needed to talk to someoneI often had to simply hang up because I don't have that kind of timeAs my warranties expired with AHS
I moved my properties to C***They answer phones quickly so I was able to get answers I neededIn addition, they offered me amazing discounts for the same coverageI went from paying $for year to $for years! My big problem came when I was sent a notice from AHS that I needed to renew a contract in OctoberI tried to call but sat on hold too longI decided that I'd go with C** & just let the AHS Warranty expireThe letter I'd gotten from AHS looked like I needed to let them know if I wanted to renewI didn't so I let it lieThen I noticed I was charged by AHS in OctoberI figured it was to finish my contractHowever I got charged again in NovemberI called them (& sat on hold for min) & was told my contract auto-renewed & I can't get a refund! I'm done with this companyThe lady asked why I wanted to switch & I told her about the wait times to speak to peopleHer only comment was that they were working on thatSo, I paid for months I didn't want or need & waited a long time to finish thisFrustratingI recommend C***Easier to get help & more satisfaction in the process

I am getting nowhere with this company They tell me service is complete and yet I DO NOT have my microwave back It is over weeks since I called it in I am beyond frustrated with this company Example of recent live chat:
HelloHow may I help you? (Press enter to send.)
ESTHER K***
I am VERY VERY unhappy with your serviceIt has been over six weeks that we have been without the use of our microwaveI have called several timesAfter waiting many weeks, we were told the part had arrivedWhen the "technician" arrived to FINALLY fix the microwave, the part did not fix itHis initial service check had been to open the microwave door, peer inside and tell us it needed a part
On Friday I got an email and a text message the our service was completeWe STILL do not have our microwave backService is not complete!! I would like to cancel my contract
Robbin J
one moment pleaseThank you
The contract cannot be cancelled via chat, you will have to speak with our customer retention departmentTheir number is 800-858-1922, they are open Monday - Friday from 7am-6pm cst
ESTHER K***
As you can see for with records, I first called in about the repairIt is now I have called many times about complaining about this
This contractor is worse then useless and yet your company does nothing to assist meI have tried to call many times to cancel but I am put on hold for so long that the battery on my phone runs outI work full time and a do not have the time to hold for hoursCan you forward our chat to a supervisor?
Robbin J
to speak with a supervisor I will have to ask that you contact the customer service department at 1800-776-ahs does apologize for the inconvenience
ESTHER K***
9:am
Is there a direct line or extension I can call?
Can you email me a transcript of our live chat please?