American Home Shield Customer Service Issues

On 6/12/21, our central air malfunctioned despite reseting the breaker. BEST HVAC in Saint George, Utah, was conferred to handle the service. I paid the $[redacted] initial fee online, and then an additional $[redacted] for same-day service on 6/12/21. Sadly, the technician discovered a part needed replacement and would only be able to order it on 6/14/21. Stuck in [redacted]-degree heat with a sick 73-year-old wife, along with our pets, we endured two nights using a swamp cooler. A.H.Shield sanctioned the replacement, but shipping would take 4 to 5 days. Despite my efforts to expedite the part, no progress was made after contacting A.H.Shield three times. Facing extreme heat and a heat advisory, we urgently need this matter resolved. Any assistance you can provide would be immensely appreciated. Thank you, Roger and Lillian Dorcas, Dispatch ID: [redacted]7. Contact: Cell [redacted], Home [redacted].

On June 15th, I reached out to American Home Shield for service. I was charged $[redacted] for the call. Despite not being contacted within 24 hours, I was surprised to find an appointment had been scheduled without any prior communication. Even after contacting the assigned company, nobody arrived during the agreed time frame. After trying to address my concerns with AHS, I was misinformed about the appointment window, causing inconvenience to my husband who took the day off. Numerous failed attempts to rectify the situation over the phone led to frustration. I've been requesting a refund for today's absence, urging AHS to reconsider the inclusion of the unprofessional company, and arrange for a competent service provider promptly. The poor communication and service from the current system need immediate improvement.

I have been attempting to contact your customer service phone number on the website for several weeks now, but with no success. The wait times are very long, and despite requesting a call back, I have yet to receive one. The individuals I have interacted with have been unhelpful or unable to assist me. On 5/16/21, I submitted a plumbing service request, and AHS connected us with Nussbamer Plumbing. Unfortunately, they worsened the issue and took a week, along with AHS intervention, to address the repair. The actual repair appointment was scheduled another week later, leaving us without a functioning bathroom for approximately two weeks. Surprisingly, we were informed that the faucet and diverter replacement were not covered by our AHS warranty, despite our plan including faucets and pipe leaks. We ended up paying $[redacted].44 out of pocket for the repair, which I believe should have been partially covered by our warranty. As a paying customer, I urge you to address this matter with me promptly.

On May 15, [redacted], I contacted AHS regarding my AC/Heating unit that stopped working. A technician from Consolidated Mechanical assessed the unit and explained that, at 23 years old, it is now considered obsolete due to the use of R22 freon, which is outlawed for environmental reasons. The technician mentioned that repairing the unit would be temporary as the freon would continue to leak. Considering the age and condition of the system, it was suggested to replace it. The quote received for replacement was $7,[redacted] for the system and $1,[redacted] for freon. However, I found it challenging to understand an invoice for fixing the processor. Due to the extreme heat in my house, I had to stay in a hotel briefly and later resorted to purchasing a window air conditioner for relief. The situation led to heat exhaustion and a visit to the hospital. My contract number is [redacted], and my address is [redacted] W Morningglory Street, Goodyear, AZ [redacted].

Hello, my name is Veronica Cochran. I have been struggling to find a resolution for my refrigerator service request submitted on 5/20/[redacted]. Despite multiple calls and speaking to representatives, my issue remains unresolved. I keep receiving the same response that a representative will be assigned, but it ends up being the same unresponsive person each time. I have requested to speak with a supervisor multiple times to no avail. I am feeling extremely frustrated and need assistance. Thank you, Veronica Cochran.

Subject: Urgent Refrigerator Repair Assistance Needed Address: [redacted] E Vista St, [redacted] Plan: Combo Plan #[redacted]7 Service Issue: Loud noise from refrigerator affecting elderly tenants Initial Service Request: 3 June Service Provider: Roadrunner Appliance Repair LLC [redacted] Resolution: Bad compressor; unable to repair Current Service Status: "Authorization under review" Concern: Lack of resolution and miscommunication; poor service experienced Number of calls to AHS: Over 10 between 9 - 18 June, totaling over 25 hours Request for Immediate Resolution: Due to extreme heat wave in Arizona and elderly tenants' stress Contact Information: Name: L. Valle Phone: [redacted] Email: [redacted] Your prompt attention to this matter is greatly appreciated.

I am dissatisfied with AHS's recent service. As a long-time customer, I expected better. I requested AC service on Friday and despite calling the assigned vendor multiple times, no one responded. AHS offered a refund, but that doesn't solve my AC issue during this scorching weekend. I'm deeply worried about my elderly dog's well-being. I demand to speak with someone from corporate immediately. The quality of service has drastically declined, and I am greatly disappointed. I used to praise AHS, but now I struggle to find a reason to do so. I can be reached at [redacted] [redacted], William J. at 5 Green Acres Rd, St. Louis, MO [redacted].

I have been struggling with my air conditioning repair service through American Home Shield for five days. After speaking with multiple representatives, I finally received a call back from Jessica in the authorization department. She provided me with a number for a local technician to contact for the repair work. Unfortunately, the number Jessica gave me seems to be incorrect or not working. When I leave a call back number, I am directed to the wrong department. I am a senior with health concerns and urgently need my air conditioning fixed. It's frustrating that I cannot get the necessary repair under my valid policy with American Home Shield.

Good Morning, I am extremely dissatisfied with the service received. I was kept on hold by Kelly for over 30 minutes while she supposedly waited for a supervisor. At the same time, Ashe efficiently resolved the issue that Kelly claimed could not be fixed. When I requested to speak with a supervisor, Kelly put me on hold and never returned. Kelly's conduct was unprofessional and she repeatedly interrupted me with limitations instead of solutions. On the contrary, Ashe effectively assisted me in just 15 minutes. This stark contrast is unacceptable. I urge for proper training for Kelly (ID [redacted]). It is clear she lacked the willingness to escalate the matter to a supervisor. I kindly request a call back to address this matter promptly. Thank you.

I initiated a service request on May 21, [redacted]. The technician who visited informed AHS that the heat pump needed to be replaced. After waiting for over three weeks, I contacted AHS to inquire about the status, only to learn that the technician hadn't submitted the diagnostic report. Despite numerous calls to the repair company requesting the report, I received no response. On June 21, [redacted], after expressing my frustration to AHS due to the repair company being unreachable, the AHS representative attempted to contact them but was unsuccessful. The representative assured me they would escalate the matter. To my dismay, I discovered today that my service had been canceled. Despite contacting AHS three more times, I am unsure of my next steps. Upon reaching the repair company from a different phone number, they informed me that the issue was not with the heat pump and that they would not be submitting a report to AHS. They advised me to request a new service from AHS. I have contacted AHS again and am hopeful that my case will be resolved promptly. This has been my first repair experience with AHS, and sadly, it has been disappointing.

On March 30, [redacted], AHS sent IRH Plumbing to my house to fix a kitchen sink pipe. The contractor named David repaired the pipe from the outside wall of the kitchen but accidentally broke the AC Freon line, causing the AC to stop working. I reported the issue to AHS, and they sent HVAC contractors to assess the damage. The HVAC contractor stated that the AC Freon line needs repair or replacement and the condenser needs to be refilled with Freon to function properly. AHS denied coverage, citing it as not normal wear and tear. Shean from IRH Plumbing offered to weld the AC Freon line, but AHS refused to create a recall order for them. AHS sent a denial letter explaining their policy, and Kevin from IRH Plumbing rudely blamed the Drywall Company for the AC damage. I have been in contact with AHS for over two months, with no resolution in sight despite assurances that the case is being escalated.

Our air conditioning broke down, and we were quoted over $2,[redacted] for the replacement unit, including $[redacted] for new copper pipes, $[redacted] for structural changes, and $[redacted] for a work permit. We have before and after photos of the work, and it's evident that not all the quoted materials were used, with duct tape now holding parts together. It's concerning that the contractor didn't have a license for the area, yet charged for a permit. American Home Shield should ensure contractors are licensed in the working area to prevent these issues. We were pressured to pay the contractor before the job was finished, leaving us no choice.

On April 6, [redacted], I reached out to American Home Shield (AHS) about my Thermador refrigerator. AHS assigned S&S Appliance Repair for the job, even though I voiced concerns about their poor reputation. Despite my complaints, AHS insisted on S&S. After nearly three months of the fridge not being fixed, AHS allowed me to hire another company with a promise of reimbursement. The new repairman discovered that S&S had damaged various components in the fridge, including incorrectly installing the condenser, leading to a burned-out compressor. The repairs have cost me $[redacted], and AHS has only offered $[redacted] in reimbursement. I am requesting the remaining $[redacted] be covered by AHS due to the damages caused by their initial choice of repair company.

Last week, I reached out to American Home Shield (AHS) regarding my AC unit. A contractor was sent to fix it, but after adding refrigerant, the AC stopped working altogether. Despite waiting five days with unbearable heat, the contractor couldn't return promptly. When I contacted AHS, they arranged for another contractor due to my young children. However, the new contractor was unreachable, causing further frustration. Desperate, my wife and I sought help from a different company that promptly fixed the issue, revealing the initial contractor had overcharged the unit with refrigerant. This cost me $[redacted] out of pocket. I'm currently waiting to hear back from AHS regarding reimbursement for the failed service.

On June 23, [redacted], I requested service for my central air system not working and was given service request number [redacted]7. The designated company was Signature Heating and Air LLC who scheduled an appointment for June 29th, six days later. Despite my concerns about the wait time due to the summer heat, I was informed that the assignment could not be changed once accepted. When the technician from Signature arrived, he quickly diagnosed a problem with the blower motor without thoroughly checking the unit and mentioned a 2-3 day wait for the necessary part to fix it. Following up with AHS the next day, I was disappointed to learn that the technician had not completed the necessary claim for the repair. Despite being reassured that I was a priority, the delay persisted. Requests to escalate the matter to a supervisor were met with unavailability. As a result, I had to purchase three window air conditioners to cope with the heat due to the uncertainty of when the repair would be completed. This level of service is incredibly frustrating and falls short of expectations. Teresa T. [redacted] Kings Cross Drive Berea, KY [redacted] [redacted]

I filed a service request for my refrigerator on June 7th. However, the contractor they assigned repeatedly claimed they didn't have the request. After calling them four times, they finally discovered that a part was missing due to an error in their parts department. I now have to wait an additional 8-10 days, which is unacceptable. They acknowledged that without my persistent calls, they wouldn't have realized the issue. I am seeking accountability and compensation for this inconvenience. I propose two options: 1) provide me with a new refrigerator; 2) refund the service fee and premium I paid for their unsatisfactory service.

Since May, my washer has been out of order. Numerous repair attempts and parts replacements have been made after several calls. I was assured via phone that I would receive an email about a replacement washer, but I have not yet received it. The most recent repair took place on Tuesday, July 20th, where parts were replaced again. After the repair, a code F21 appeared, and the washer stopped working, trapping my clothes inside. Despite my efforts to reset it, the door remains locked. Contacting customer service only connects me with foreign representatives following scripted responses without providing any real solutions. They claim there is no supervisor available to offer assistance, leaving me extremely frustrated. Any suggestions would be greatly appreciated.

As a veteran, I sought a company to safeguard my property and family. After a month with American Home Shield, my a/c failed during a heatwave. Despite waiting days for a contractor, they were dismissive. The first contractor took days to provide a diagnosis incorrectly labeling the issue as preexisting. After filing an appeal, a second contractor found the true cause, a refrigerant blockage. AHS denied my claim again, leaving my family without a/c for two weeks during a summer heatwave. Their lack of support and faulty warranty have left me dissatisfied. I am now forced to cancel my contract with AHS and find the means to repair my a/c unit. AHS has proved unreliable and unsupportive towards veterans like myself.

Good morning, I am seeking immediate assistance from AHS. Here are my contract details: Plan: ShieldPlus #[redacted]77 Expires 03/18/22 Name: Elizabeth Emerson My partner, Jeff Nafe, is also authorized to speak on my behalf. I have submitted 5 freezer repair requests since 3/27. Despite multiple attempts, the issue remains unresolved. The last contractor even improperly claimed they couldn't access the necessary parts. A recent independent contractor easily accessed and diagnosed the compressor and other components, estimating a repair cost of over $[redacted]. The delays have caused financial loss and inconveniences. I have been unsuccessful in resolving this issue with AHS customer service representatives. I have expressed my concerns about potential impacts on the sale of my house due to the unresolved repair. I am requesting urgent resolution and considering escalating this matter to consumer protection agencies and legal authorities. Your prompt assistance is appreciated. Thank you, Elizabeth Emerson

I submitted a service request on July 7, [redacted]. The technician was scheduled to visit on the 9th. After ordering a control board part, the technician came on the 13th to replace it, but the dishwasher still doesn't work. The technician claimed there was a roach and ant infestation, which I've never experienced in my home of six years. The assigned contractor refused further service, didn't replace the control board, and missed multiple appointments. I've contacted American Home Shield numerous times without success. I've tried to cancel my service but haven't been able to. I'm left with two options: replace my dishwasher or cancel my contract. I've faced unmet promises of call-backs. It seems like I'm left with an ultimatum - replace my dishwasher or end my contract. Thank you, S.W.