American Home Shield Customer Service Issues

Regarding service request #[redacted]2, I have attempted to contact customer service multiple times, experiencing long hold times of up to 44 minutes before disconnecting each call. The inability to speak to a representative is frustrating and unacceptable. Although the request shows as completed, it has not even begun, as I had only postponed it and still require the service for which I have already paid a $75 co-payment. This issue occurred previously, where I paid for services but never received them despite holding a policy and making monthly payments for years. As a 73-year-old widow living on a modest income, this is a significant financial burden for me. I urgently need to address this service request without incurring an additional $75 co-payment. Please assist me promptly as I am contemplating canceling my policy.

I had an air conditioner service done by a Home Shield contractor on 5/29/20. Unfortunately, I have been unable to get Home Shield or Air Serv to provide me with the diagnostic report over the phone. The contractor mentioned a possible leak in the system due to the use of R22 Freon and suggested a nitrogen test for the leak or replacement due to the unavailability of Freon in the USA. Both companies have been extremely difficult to reach, with hold times exceeding 4 hours and unhelpful customer service agents who are unable to provide any information. I am extremely frustrated with this lack of communication and professionalism. I plan to contact the Better Business Bureau and share my experience on social media to express my disappointment with the service provided by Home Shield and Air Serv. -Nichole Cotton [redacted]

I am a 20-year-old dishwasher that needs to be replaced. After calling to schedule an appointment, they charged me a $75 service fee upfront. The contractor visited, but I explained we preferred not to replace parts on an old dishwasher, as we had a previous bad experience waiting six months for a washing machine replacement that still didn't work despite new parts. I have spent a total of 19 hours on hold in the past two weeks, including 3 hours today and yesterday. Despite promises, no one has returned my calls promptly. Even though I've spoken to Michael and John from the Escalation Department, the overall lack of customer service is unacceptable. Some of my friends have had similar experiences and canceled their contracts due to similar issues. Last time, I had to involve a supervisor for a "cash out" on the washer so we could replace it. Last year, after calling for A/C repair which had a long wait time, I suffered heat exhaustion due to the delay. Please reach out to me urgently. Thank you. J&A Hewitt [redacted] S. 98th E Ave Bixby, OK [redacted] [redacted]

My service call is incorrectly marked as completed when it hasn't even started. I only rescheduled the service date, which hasn't occurred yet. Now, to have someone come out and complete the job, I'm being told I'll need to pay another $75 service call fee, even though I already paid for the original one that was postponed. I don't want to pay twice for the same service that was never done in the first place. Attempts to contact AHS have been fruitless, with long on-hold periods and no response to online inquiries. I am now looking to cancel my policy due to this unacceptable customer service experience. However, cancellation can only be done over the phone, and despite numerous attempts, I have been unable to reach anyone at AHS. Meanwhile, my monthly payments are still being deducted from my credit card, and I need assistance to stop these payments and cancel my policy.

Hello, I have been facing issues with my air conditioning unit for over a month now, and despite multiple attempts by various contractors, the problem remains unresolved. Wendy from Iowa was very helpful and mentioned the possibility of receiving outside authorization due to the prolonged inconvenience. Spending over 15 hours on the phone over the past three days has been quite frustrating, with long hold times and frequent disconnections leading to no progress. Despite requesting to speak with someone in Headquarters or to have Wendy contacted, no action has been taken yet. Given that my wife's health is suffering due to the lack of AC, I urgently need assistance with obtaining outside authorization as suggested by Wendy. The local contractor I reached out to is licensed, however, they were unreachable when contacted this morning. I am now considering contacting a different local contractor to address the issue promptly. I would appreciate a call to discuss and resolve this matter at the earliest convenience. Thank you for your anticipated assistance. Best regards.

My washer broke down on June 1st. I scheduled a repair with Sears for June 3rd, but they didn't show up. The appointment was rescheduled for June 10th. When the technician finally came, they couldn't fix it and didn't take the model and serial number. I called on June 11th to provide the information. After no callbacks, I called again and got a new appointment for June 17th, which they missed too, rescheduling for June 24th. Another company set for June 19th from Hannibal, MO canceled for distance reasons. I've been calling Sears on the 18th, 19th, 24th, and today, waiting for over an hour each time on hold. Each time, I got disconnected after 40 minutes of waiting. I'm frustrated as no one seems to have a plan to replace or repair my washer.

I would like to speak with a customer service executive. I can be reached at [redacted], my name is Diane Burrows, and my husband's name is Kerry Burrows. We have been customers for over 6 years with multiple service agreements under contract number [redacted]92. I am extremely disappointed that it took 3 days to have our AC unit fixed after it was recently serviced. My 44-year-old daughter is autistic and cannot tolerate the Florida heat, especially during a heat advisory. Another company was able to fix our unit within 2.5 hours, while we waited for days with Home Shield. Our 19-year-old AC unit likely needs to be replaced. I come from a family with experience in Heating and Air Conditioning, as my father owned a company for 47 years. If I do not receive a satisfactory response, I will escalate my concerns to the Florida Attorney General's office regarding this issue.

On June 17, [redacted], at 10:20 p.m., I submitted a service request for my attic air conditioning system to AMERICAN HOME WARRANTY. The contractor assigned refused to work on attic units, resulting in multiple frustrating calls to AHS with long hold times. Various contractors were awarded the job, but each encounter led to further delays and setbacks. Despite promises of callbacks and part orders, the issue remains unresolved with my account falsely marked as complete. Communication with the contractors and AHS has been disheartening, with repeated hold times, unmet promises, and unhelpful responses. As a person with disabilities relying on the air conditioner for medical purposes, the lack of progress and inability to speak to a supervisor for assistance has left me feeling neglected and anxious about the situation.

Dear Management, I've made multiple attempts to contact the company assigned to repair my refrigerator by leaving messages, but no one has returned my calls. I also tried reaching out to customer service and waited for over an hour, but I eventually had to hang up. I am extremely dissatisfied with the level of service I have received. I paid $[redacted] for a service request on June 15, and my refrigerator still remains unfixed. Another company was assigned to address the same issue, but they also have not been responsive. I kindly request a refund of my money since I am unable to get anyone to resolve the problem. If I do not receive a response, I ask that any payments to Home Shield Warranty be stopped, as I no longer wish to use this warranty/insurance service due to the poor experience I have encountered. I am eager to speak with someone in charge. Please contact me at [redacted] at your earliest convenience. Sincerely, Francisco Encarnacion

I have been experiencing issues with my air conditioning system. The assigned technician came on time but seemed unsure about how to fix the problem. He attempted a couple of solutions that did not work, mentioning limited experience with this specific equipment. As a result, I have been without air conditioning for four days now. The technician is attempting to contact the home warranty company for a different contractor while I have been on hold trying to reach them as well. I urgently need a new contractor to address this issue promptly. Case number: dispatch [redacted]52.

On May 29th, I first contacted about my AC not cooling. A technician from Xtreme Heating and Air visited on the following Wednesday. They identified a leak and refilled the frion on that Friday for $[redacted]. Sadly, it leaked out by the next day. Xtreme returned on June 9th, discovered a leak in the attic unit, attempted to seal it, but mentioned needing an outdated coil. They have not returned since. With conflicting information from AHS and Xtreme, I am frustrated. The AC, dating back to [redacted], needs urgent replacement due to my six children, some with respiratory problems.

Dear Customer Service, I am extremely frustrated with the service I have received for my bathroom repairs. Over the past 2 months, I have encountered numerous issues trying to get these repairs addressed. The lack of communication and conflicting information I received have caused significant inconvenience. Despite being assured that the repairs were approved, only to later find out they were not covered, has been incredibly frustrating. The confusion and miscommunication between contractors and representatives have led to unnecessary expenses and wasted time. The hours spent on hold without resolution and unfulfilled promises of callbacks have left me exasperated. The lack of follow-up and the run-around I have experienced are unacceptable. I am disappointed with the level of customer service provided by your company. I feel the need to escalate this matter as the resolution has been drawn out and ineffective. I have documented my experience and plan to share it with the Better Business Bureau. This ordeal has been a significant burden, both financially and emotionally. I hope to see a swift resolution to this ongoing issue. Sincerely, [Initials]

I have been experiencing issues with an unfinished service for my washer. I have had trouble reaching out to American Home Shield (AHS) through their multiple [redacted] numbers, with long hold times of up to 35 minutes, leading me to hang up. I also had difficulty following up with the service person at American Appliance, as their phone line requires a representative's extension which I do not have. American Appliance does not answer their phone nor provide a recording. It seems like AHS is intentionally making it challenging to communicate with them via chat, contact, or call. Despite being logged into my account, I receive a message prompting me to log in again. Once I resolve this issue, I plan to cancel my membership, potentially through snail mail as there is no option to remove my current credit card details, only to add a new one. As a long-time member, I am extremely frustrated with this situation.

I submitted a repair or replacement ticket for my hot water heater on June 25, [redacted], but as of July 6, [redacted], my issue has not been resolved to my satisfaction. The customer support experience has been frustrating, with continuous runarounds and long hours spent on hold or on calls. The support hotline, managed by a foreign company, has poor connection. I am disappointed with American Home Shield's service.

My microwave is still not working after the technician assessed it as irreparable over two weeks ago. AHS proposed a white replacement via email, which is different from my stainless steel Kenmore model. I've spent hours waiting to speak to someone in the appliance department and even sent photos of my current microwave to Keneesha at AHS, but have not received a response. This lack of customer service is unacceptable. I insist that AHS replaces my stainless steel microwave with a comparable model. The delay is causing inconvenience, and I require a prompt resolution. If this matter isn't addressed soon, I will escalate it by filing a complaint with the BBB.

I recently had a service on my washer, and unfortunately, it flooded my laundry room. A technician came out, assessed the issue, ordered a part, and another technician came to install it. However, the washer flooded again after he left. I scheduled another appointment for July 8, but the technician reported that no one was home, even though I was home all day painting my front porch. I tried to resolve this by chatting with Raymond for an hour, but it was not helpful. When I called 1-[redacted], they provided me with an appointment for July 15, which is unacceptable. I urgently need the repairs to be done promptly. Please advise.

I am frustrated with the service I received for my pool sweep request made on 7/6/20. The company did not respond after multiple attempts, and I faced long hold times when contacting them on 7/8/20 and 7/9/20. I ultimately canceled my request due to the poor service and am considering switching home warranty providers as $90.32 a month is too much for subpar assistance. This isn't the first time I've encountered these problems with your representatives, who lack communication skills and seem to follow a script. When I tried to voice my concerns, I was spoken over and given repetitive responses. Despite requesting to speak to a supervisor, I was denied the opportunity. I demand an immediate refund of the $75 service fee. My name is Carol D'Avila, and the policy is under Patricia Feille's name. I would like a prompt call back to address this issue. Thank you.

In February [redacted], I submitted a service request which MICHTECH was assigned to. They determined a replacement was required. Despite multiple assurances to visit on July 3rd, then July 6th, they did not show up. Eventually, they came on July 7th but needed additional screws, leaving the job incomplete. Promises to return the next day were not fulfilled. When contacting AHS, the long wait times for assistance were frustrating. MICHTECH transferred the job to another vendor, but AHS seems unable to expedite the replacement. It's been 6 months of paying my membership fees to AHS without a resolution. The lack of accountability and follow-through from both the technicians and AHS representatives is disappointing.

On June 30th, I requested service for my non-working air conditioner. Air Doctor, the assigned company, could only schedule me for July 6th. I had no air conditioning over the holiday weekend. A worker came on Monday, diagnosing the need for freon, a broken coil, and a breaker issue. After taking the coil, no timeframe was given. Attempting to get another company, American Home Shield was contacted on Tuesday, which took 2.5 hours. They confirmed only repairing the coil, not replacing it. Despite the delay, Air Doctor mentioned only working on the coil during weekends, with a completion date of July 13th. It's frustrating to be without AC for almost two weeks in the Florida heat. I aim to escalate this with a supervisor at American Home Shield for a resolution.

I have been attempting to check the status of my oven repair, service request [redacted]62, for the past two days. After receiving a callback, I was transferred to another department by a lady. Despite waiting for 45 minutes for someone to answer, I eventually had to give up. The service request was initiated on 6-10-20, and a technician came out for about 10 minutes without even turning off the engine in the vehicle. The technician mentioned that someone would contact me, but today, on 7-9-20, there has been no repair done on the oven, and no one has reached out to me.