American Home Shield Customer Service Issues

My 86-year-old mother has been a loyal customer of American Home Shield for over 7 years, always paying on time for a year of service. For the past 4 to 5 years, we've been experiencing issues with our air conditioning. Despite multiple calls, we've had to have more than 2 technicians come out each time due to the age of the unit. The technicians have advised replacement, but American Home Shield keeps sending someone to do temporary fixes. Now they are asking for $[redacted] upfront before sending out a technician. Considering my elderly mother is in California enduring triple-digit heat, this situation is urgent and stressful. We are hesitant to pay upfront as we are unsure if the unit can even be repaired. I am reaching out late at night for help, hoping to speak to someone with empathy. Thank you. Signed, Shannon S. and Bobbie S.

I recently enrolled in a home warranty plan with American Home Shield for my property at [redacted] Delia Court, Spring Hill, FL [redacted]. Initially, I was mistakenly informed that I would be charged $49.99 monthly for the plan with the lower deductible. However, my intention was to pay the lower monthly rate, believed to be $39.99 or $44.99, in exchange for a higher deductible. I contacted the company to rectify this, but despite assurances that it would be corrected, my first bill still reflected the incorrect $49.99 charge. Dealing with American Home Shield has been frustrating as customer service appears outsourced and hard to reach, and the promised correction was not made. I hope someone capable can address this issue promptly as I am tired of waiting on hold indefinitely.

Address: [redacted] N Wildwood Dr, [redacted] Plan: Combo Plan #[redacted]32 Expiration Date: 02/27/21 To whom it may concern, I have been a loyal customer of American Home Shield. When we bought our new home, I promptly contacted AHS to cover our home. When our garage door stopped working, I submitted a service request to Home Shield on July 3rd. I received contract number [redacted]22 and was instructed to "call the contractor to schedule an appointment." After contacting the contractor, they mentioned they hadn't received any communication from AHS and couldn't proceed with the appointment. After over a week of back and forth, including sharing screenshots of the work order and the contractor's attempts to reach AHS, the company was finally able to visit our home on July 10th. It was discovered that the spring was broken, which is not covered by our warranty. I ended up paying $[redacted] out of pocket for the repair. Upon calling and waiting over 45 minutes to speak to a representative, I was informed that the $[redacted] withdrawn by AHS was a non-refundable "service fee." This means that not only am I paying $[redacted] for the repair, but an additional $[redacted], making the total cost more than anticipated because of my home warranty. We are requesting a refund of the $[redacted] or cancellation of our contract. We cannot continue with a company that treats customers in this manner. I am Katie Dawson ([redacted]) and my husband is Chad Dawson ([redacted]). This issue needs immediate resolution as our previous attempts to address it with representatives have been unfruitful.

I submitted a service request on May 24, [redacted], and paid the fee, but as of July 10, [redacted], I am still without the service. My family is using coolers to preserve our food. I have contacted American Home Shield over 20 times, each call lasting 45 minutes to an hour, with inconsistent and misleading information from customer service representatives. On June 29, I was told parts would be sent by the next day, but when I checked with the repair service, they had not received anything. They informed me that American Home Shield had not communicated with them. I called on July 1, and was told the new ETA was July 20. I requested a cash out option, but the supervisor was supposed to contact me for a quote, which has not happened. Despite being a new customer, the lack of service has been disappointing. I urge American Home Shield to improve their customer service and address my issue promptly.

I requested a service call for my AC on July 6th. The company assigned to the job didn't schedule an appointment, so I reached out to them myself. They were impolite and rushed during our interaction. I contacted AHS for help after being on hold for nearly an hour. A representative agreed to switch the company handling my appointment. However, I recently discovered that AHS charged my account twice - once on the 8th and again today, the 10th, for the same service request. Despite my efforts to reach out to AHS for a refund, the long hold times have made it challenging to resolve this issue promptly.

I have been dealing with the pool heater replacement for a month now. It has been reviewed and approved, but I am still receiving mixed messages from different people at AHS. I am unsure of what happens next - who orders the part, when it will arrive, and when the contractor will install it. I am wondering who is overseeing this process. Additionally, I want to confirm if there is an option for me to receive a cash payout instead. If I can get the price for the new pool heater and installation from the contractor, I would prefer to handle the ordering and coordination with the contractor myself. Given the handling of this claim so far, I would rather take charge of managing this process.

I was dissatisfied with the service I received for my hot water heater from a repair company. The technician only took a picture and made a call without fixing the issue. He mentioned needing a coupler but didn't have one. Instead, he proposed installing a new water heater for over $[redacted]. I later had it fixed by another professional who replaced the coupler. I paid my $[redacted] deductible with my AMEX credit card to AHS. After a 2-hour wait, a representative mentioned a $50 refund on June 29th, but I haven't received it yet. Can you assist me with this matter? Thank you, R. Francabandera Acct # [redacted] [redacted]

I am disappointed with the service provided by Summit Plumbing Company in Gardnerville, Nevada. My experience started on June 18th with technician Chaney, who was unfriendly and arrived dirty, leaving a mess behind. He failed to consult me about the faucet replacement and caused further damage under the sink that led to flooding. After numerous delays and issues, including Chaney not ordering the correct faucet, my frustration has only grown. My appointments have been rescheduled multiple times, disrupting my schedule. The lack of efficient service and proper communication from Summit Plumbing and Chaney has been incredibly unsatisfactory. I regretfully cannot recommend Summit Plumbing or Chaney based on my experience.

I've had my AC unit serviced three times since April, and it's not cooling again. During the last visit on June 23, [redacted], a different company sent a technician who released a lot of the $[redacted] Freon I paid for, claiming it had been overfilled. Now, with the AC not working, I submitted another service request online, paying a $[redacted] call fee despite the recent service call. Today, a third company called to set up an appointment in three days. However, the phone call had a poor connection, and the representative mentioned I couldn't get a refund on the call fee because I contacted a different company last time, even though they initiated the contact. I'm hoping for a refund on the wasted Freon and that the call fee can be waived due to the ongoing issue with my AC. Thank you, Deborah B. at [redacted] Shawnee Drive, Murfreesboro, TN [redacted].

My water heater has been leaking, forcing us to turn it off from the street each time we need to shower. After contacting American Home Shield, a technician arrived two days later. However, the technician demanded an additional $[redacted] on top of the $75 service fee and our monthly subscription. Unhappy with this, we requested a cash out for the gas-operated water heater over two weeks ago. Despite numerous calls, we have not received a response and are continually told to wait in line for assistance. The issue remains unresolved, and I am attempting to contact them again today.

I recently filed a claim for my oven through the online service portal. The communication with the repairman was decent, but unfortunately, the part ordered didn't fix the issue. I had difficulties reaching American Shield for updates, waiting hours on the phone. Eventually, a friendly representative apologized for the lack of contact and offered to replace the oven. However, the process hit a snag when they asked me to confirm my acceptance over the phone, leaving me waiting for almost 3 hours with no response. It has been over two weeks since the claim, and I am still without a working oven. The lack of follow-up and communication from American Shield is disappointing, and I plan on seeking assistance from a different provider in the future.

I contacted customer service on 6-12 regarding a recent installation issue with my Goodman furnace. After being on hold for over an hour for 5 days, I felt frustrated with the long wait times and lack of assistance provided. Despite being advised to arrange a service call and given unclear instructions, I reached out to Goodman for support. They promptly confirmed the unit was under warranty and directed me to authorized repair vendors in my area. Unfortunately, local companies were reluctant to work with my home warranty provider due to payment delays and subpar replacements. Despite numerous attempts to cancel my service request, the prolonged wait times made it nearly impossible. I have been a customer for over 20 years and this experience has left me extremely dissatisfied with the decline in service quality. The lengthy wait times and ineffective solutions have diminished my trust in the company. I hope for a meaningful resolution beyond a generic email response in the future.

I had an issue with a plumbing leak at my house, so I reached out to AHS for help. After some back and forth with their customer service representatives, I was able to get a second opinion on the problem. The second plumber efficiently fixed the leak, but now I'm trying to get a refund for one of the fees I was charged during the process. Currently on hold with AHS to resolve this matter.

I submitted a service request on July 1st. The first company assigned couldn't handle the repair, so a second company was sent the next day. They diagnosed the issue and ordered a part. After the initial company was replaced, the new one diagnosed the same problem and planned to order the same part. I received an email from AHS saying the work was completed, but as of today, July 14th, I've been on hold for over 2 hours without resolution. I am frustrated that no one has contacted me about these changes or the open request, forcing me to chase updates. Someone should reach out to me directly instead of sending generic responses. My contact number is [redacted], and the name associated is William R. Rainey.

Subject: Urgent HVAC Issue at [redacted] Alpine Ter Unit 2 Dear AHS Customer Service, I am writing to address the ongoing issue with the A/C system at my property, located at [redacted] Alpine Ter Unit 2, CA [redacted]. My tenants have reported that the unit is malfunctioning, and upon inspection, it is evident that both the A/C and furnace are in need of replacement due to their age. I have followed the procedures outlined in AHS policy #[redacted]22 by requesting service and making the necessary payments, but unfortunately, I have not received a response. I have tried contacting customer service multiple times, enduring lengthy wait times and ultimately being disconnected. I urgently request that you address this matter promptly and fulfill your obligations to resolve the HVAC issue at the property. Kindly provide me with updates via email as I am currently out of the country. You may also reach me at [redacted] to discuss the claim. Thank you for your attention to this matter. Sincerely, Valeria Temple

I have a home warranty with American Home Shield. Last month, my double oven broke down, and an AHS technician confirmed that it needed replacement. After that, I received an email from AHS offering a GE replacement. I spoke with Katisha after a 2-hour hold time, and she asked for the width measurement of the existing oven. As my old oven was still in place, I could only provide the measurement from the outside flange, to which she agreed. However, upon installation, the new GE 30” oven did not fit the opening, which measures [redacted]/2” W x [redacted]/2” H. I later found out that GE makes a 27” wide oven that might work. I called AHS, waited for over 2 1/2 hours, and was informed that returning the oven would incur a $[redacted] restocking fee. I'm unsure of what steps to take next.

After multiple attempts and over 10 hours on hold, our new microwave was delivered. The installation was set with a company from Georgia that does not serve Texas. When we plugged it in, it didn't work. Despite trying to get assistance, I've had no luck. After spending 1 hour and 46 minutes on the phone to remove C&R from my account and request installation from Quality Service, the call abruptly ended, which is a frequent issue. Unfortunately, C&R remains on my account, and I need AHS to contact me, provide a new microwave, and set up installation with a reliable company like Quality Service. With the Texas heat, we rely on the microwave and this situation is frustrating. My next steps involve contacting the State Attorney General, filing a BBB complaint, and reaching out to NBC Responds.

We have a home warranty through AHS. Recently, our dishwasher's control panel stopped functioning, so we contacted them for assistance. After sending a repairman who determined the part was unavailable, they approved a replacement dishwasher. To initiate the process, a repair company provided me with AHS's contact number: [redacted]. Despite calling today, I have been on hold for 3 hours without success. Unfortunately, their website lacks an email option for customer service and all phone numbers redirect to prolonged wait times without a callback feature. I am hesitant to use the "request repair" feature online as it seems more suitable for repairs rather than replacements.

I have a work order #[redacted]62 for a 30' tall rowhome needing two AC units on the roof replaced. Despite many contractors not having tall enough ladders, I found two vendors in the Baltimore area with the right equipment. I've informed Customer Service multiple times to no avail. AHS won't cover the replacement citing lack of roof access. I possess a 40' ladder, but vendors refuse to use it due to liability concerns. I've requested a list of approved vendors, a written commitment for reimbursement, or for AHS to contact Ambient Cooling & Heating at [redacted], or Sila at [redacted]. Service representative Mark promised help by connecting with secondary services, but progress has been slow. Having been an AHS member for 4 years, I hope for a resolution soon.

I've been trying to reach out for assistance via phone for the past three days but have been on hold for hours with no response. I need guidance on how to contact a local vendor more efficiently. After cancelling an appointment due to a long wait time, I was surprised to receive a payment notification for $[redacted].00 immediately. I am frustrated by the lack of responsiveness over the phone and would appreciate a prompt call back. I seek a phone number that connects me with a person to avoid further time wastage. If timely service cannot be provided, I request a refund for the past five months. Please contact me at [redacted]. I am refrain from sharing additional personal details here. Thank you. - D.