American Home Shield Customer Service Issues

Since June 7th, I've been waiting for my washer to be repaired. The first contractor (CTI) came, diagnosed the issue, and attempted to fix it with new parts that were ordered but without success. AHS then sent another contractor (Reliable) on July 9th who also identified the need for parts. I've been following up with AHS weekly, but the parts have not arrived, and today I was informed that one part was not even ordered due to sourcing difficulties. This situation is unacceptable. I have been without a working washer for nearly two months, and the lack of communication and delays are frustrating. AHS should consider either replacing the washer or providing a loaner until the parts are found. Regular updates on the availability of parts or proactive communication from AHS would be appreciated.

We have an AHS contract, #[redacted]7, and a work order, #[redacted]7, to replace our 80-gallon water heater tank. AHS has always promised to replace covered items with the same original item without downgrades, a promise we have trusted for 23 years. Pruitt Plumbing confirmed that our current water heater cannot be repaired. We are firm in our request for an 80-gallon water heater as per our contract terms. My wife, with the initials M.I., has Multiple MyeLoma and is a patient at Mayo Clinic. Hot baths are crucial for her well-being, and any shortage of hot water poses a problem due to her health condition. Therefore, an 80-gallon water heater is essential for her care in this longstanding situation. We kindly ask for the replacement to align with the terms of our contract and your assurances, taking into account my wife's health concerns.

On May 21st, we moved into our first home and discovered the HVAC was not working. We contacted American Home Shield for assistance. A technician named Mark from Everyday Heating and Cooling came out. He briefly checked the system, mentioned a scratch on the coil, and quoted us $3,[redacted] because he believed our warranty wouldn't cover it. I declined his service and requested a formal review through the company. However, Mark did not submit the request. After three weeks with no update, I contacted American Home Shield again, and they confirmed the repair should be covered. They sent Mark back out the following week, and he reiterated the same information. Despite assuring us he would submit the claim this time, we have received no progress. Each week we follow up, and today on August 10th, we were informed the report is still pending. I insisted on a different technician, but was told it would cost an additional $[redacted]. Frustratingly, the alternate technician has not returned our calls. This entire process, spanning almost three months, has left us stuck in a cycle of no resolution. I have expressed my displeasure with the service and requested a different technician than Mark due to the extended delays and extreme discomfort of being without AC for so long.

I am looking for a mailing address for AHS to report a dissatisfactory response. I have had difficulties reaching them online or by phone, as their customer service representatives seem to be offshore. My refrigerator stopped working and despite submitting a service request on 8/5, the provider assigned, J&A Appliances, couldn't come until 8/16. When I tried to get a different provider, I was told I had to wait for J&A to be contacted first. The lack of prompt assistance led me to purchase a new unit. Despite being a premium member since [redacted], paying $[redacted].88 this year, I am disappointed with the service and lack of support.

I have been a loyal American Home Shield customer for around a decade, but my current experience has been disappointing. I filed a service claim on August 1st due to my tankless hot water heater malfunctioning. AHS approved the replacement of the unit, but since then, there has been no progress. Despite contacting AHS eight times, I have not received any updates on the status of the replacement. The lack of communication and delay in resolving the issue has left me and my family without hot water for an extended period. I requested to speak with a manager or supervisor, but was met with unhelpful responses. I'm extremely dissatisfied with the service provided by AHS and simply seek clarity on when the replacement heater will be delivered. Your assistance in resolving this matter would be greatly appreciated. Thank you, Phil L. [redacted].

On August 9, [redacted], American Home Shield sent NUNEZ HEATING/HVAC AIR PLUS MORE LLC, who arrived on August 10, [redacted], to assess my refrigerator. They determined that it needs a new compressor, and now the service request #[redacted]8 is closed. I'm eagerly waiting for the compressor to arrive so my refrigerator can be repaired promptly. Currently, my husband and I are using an ice chest with ice to keep items cool since we have no working fridge. This situation is particularly difficult for my husband, who is battling cancer. Our American Home Shield contract is under the names Michael and Deborah Burke at 44 Amherst Drive, Winder GA [redacted]. Please provide an update on the status of the compressor delivery and the repair timeline for our refrigerator. Thank you.

Setting up the service for our A/C was simple, but obtaining authorization from American Home Shield has become a challenge. We initiated the request on 7/30/[redacted], and as of 8/17/[redacted], we are still waiting for approval and for the part to be ordered. Despite the service company recommending a replacement for the inside air handler, American Home Shield has yet to authorize it. I contact both the service company and American Home Shield daily for updates. However, American Home Shield representatives claim they cannot communicate with their authorization department and advise me to contact the service company instead, leading to a frustrating cycle. I am seeking assistance from a higher authority to address this issue promptly. It has been three weeks without authorization for a service I already paid for. The extensive wait times of approximately 20 minutes, followed by lengthy conversations of nearly 30 minutes with service representatives, have added to the frustration. After numerous attempts, I managed to obtain the authorization department's number [redacted] to assist others facing the same situation. Despite being informed that the authorization should be processed soon, they were unable to provide further details, indicating that discussions are only conducted with technicians, not customers, who have purchased the warranty. This situation has left me extremely frustrated and dissatisfied.

I submitted a request for central AC service on August 23, [redacted]. Dowdle & Powell Heating & Air was assigned but did not contact me to schedule a time. Despite my efforts, they have not returned my calls to arrange the appointment. On August 26, [redacted], I spoke with Michael from American Home Shield, who was unwilling to find another repair company for me. I have left several voice messages with the assigned contractor, but have not received a response. My attic AC unit is leaking badly, and the issue needs to be addressed urgently. Please assist in resolving this matter promptly. Thank you, Eric W. 6 Yazoo Pass Drive, Dundee, MS [redacted] [redacted] [redacted] Contract #[redacted]

I had issues with my A/C, and AHS sent two technicians to assess it. They suggested the fan needed replacement, but since the fan was working, I doubted it was the problem. Eventually, the A/C completely stopped working, leaving me in 92-degree heat. My previous experience with AHS involved needing multiple visits to fix my A/C, including additional charges. I had to call an independent technician, incurring overtime fees, and paid $[redacted] for the repair. I'm dissatisfied and plan to contact customer service, although I'm concerned they will not take full responsibility for the situation.

Regarding Service Request #: [redacted]8 I submitted a service request on 8/17/[redacted] for my A/C unit, and a Beaches Air Conditioning and Heating LLC representative ([redacted]) arrived on 8/20/[redacted]. He quickly inspected the attic and outside unit, mentioning a motor issue and needing to order a part. However, he left without providing any written details or invoice. Despite assurances, the A/C ceased to work after his visit. Following up with Beaches and AHS revealed a lack of communication regarding the part. Upon a second visit the next Monday, the technician identified a disconnected wire and made a minor fix. My local A/C professional later identified a significant ductwork issue overlooked by Beaches. Requesting reimbursement for the additional technician and hotel expenses incurred due to the initial misdiagnosis and service interruption. Sincerely, Donald Scullion

On June 14, I submitted an HVAC repair request. The company charged me $[redacted] for coolant that should be covered by AHS. Instead of diagnosing the issue, they assumed and treated it incorrectly, resulting in a $5,[redacted] replacement for my unit. AHS has only offered $[redacted] cash, 3 months later. Despite being promised escalation, my contract has been stalled for two weeks. The supervisor took 6 days to call back, breaking the 24-hour requirement. When questioned about why my AC wasn't fully covered as stated in the contract, the supervisor gave conflicting reasons and eventually hung up. They offered a compensated 2nd opinion but falsely noted I declined it. I am frustrated with the lack of progress and constant delays. I am considering escalating this to contract relations after weeks of unfulfilled promises.

A technician came to my house a week ago to fix my dishwasher, but it's still not working. I'm feeling frustrated since no one is providing me with any updates. As a disabled veteran, I'm tired of constantly being put off with empty promises of callbacks and spending 45 minutes on hold just to hear vague responses. Both my dishwasher and washing machine are out of order, and despite paying for service, I'm not receiving the assistance I need. I'm reaching my breaking point and considering hiring someone else for the repairs and pursuing legal action if necessary.

On approximately June 10, [redacted], a service request was initiated to address our A/C unit issue. The decision was made to work with Tin Smith, who was provided with half of the required replacement parts. However, the outside compressor unit is still missing. Despite attempts to resolve the matter and numerous phone calls, the missing compressor has yet to be provided, resulting in our inability to reside in our Roswell NM home due to the scorching summer temperatures. Repeatedly contacting AHS (American Home Shield) only results in promises to consult the purchasing department without any follow-up. The lack of progress has left us feeling very frustrated and let down by the service provided. Resolving this issue promptly is crucial for us to return home. We urge for immediate action to supply Tin Smith with the outstanding parts so we can regain occupancy. Account Number: [redacted] Name: J. Vaughn Phone: [redacted]

In May of this year, I bought a home and the seller paid $[redacted] for services instead of cash. My experience with the staff has been overwhelmingly negative. I wanted a refund of the contract value plus the $75 I paid for services AHS could not provide. However, they refused and said they would reimburse the previous owner instead of me. The plan is mine, not the previous owner's. I plan to address this legally. My experience with American Home Shield (AHS) can be summed up as: Absolutely Horrible Service. The process of getting a technician through AHS was frustrating, with them not providing a list of approved technicians in writing and offering limited choices due to bad past experiences. AHS failed to deliver on their promises and service requests. Their communication was poor, and I feel I have not received any value from their services. I will be taking legal action due to their failures in service provision, lack of necessary documentation, and refusal to give deserved refunds. Sincerely, D. Longo

I am experiencing immense difficulty reaching AHS customer service for assistance with our AC unit that has been out for 3 weeks now. Despite numerous calls in the past two weeks, we have yet to receive a resolution or even speak directly to a supervisor regarding our situation. The lack of communication and delays in finding parts have left us frustrated and uncomfortable in the intense heat. Our local HVAC technician has been able to locate the parts swiftly online and can repair our AC promptly. We are simply seeking an external authorization to proceed with this efficient solution. Our patience is wearing thin, and we are eager to have this matter resolved promptly. Thank you. - A. B.

I contacted American Home Shield a week ago to request maintenance for my furnace, but I have yet to receive any assistance. Despite daily calls to check on the progress, I struggled to communicate with some agents due to language barriers. When I insisted on speaking to a supervisor, I was promised a callback that never came. Upon following up, I was falsely informed that there was no record of my request. I pressed to speak with a supervisor but was denied the opportunity. I was informed that I might receive a call within the next 24 to 48 hours. If this deadline passes, my gas furnace won't be repaired until next week, even though service is meant to be completed within 48 hours. I find this situation unacceptable, and despite reaching out to the corporate office, I keep getting redirected to the same unhelpful phone line. If you have any suggestions, I would greatly appreciate the assistance.

Our refrigerator is not maintaining the necessary FDA approved temperatures, despite a recent compressor replacement a year ago. In the last 8 weeks, three service calls have failed to resolve the issue. The fridge remains at 42-44 degrees, not meeting FDA guidelines. After being without a working refrigerator for 8 weeks, the technician from Gulf Coast Appliances advised that this model often experiences ongoing problems. It seems unlikely this unit will ever function properly. I cannot bear the inconvenience of continuous service calls and lack of a working appliance any longer. Kindly consider replacing the refrigerator. Thank you.

I contacted AHS to repair my dryer, and they required $[redacted] upfront. After I had trouble reaching the assigned contractor, my husband called them for assistance. We were then referred to another contractor, but were asked for another $[redacted] just because it was my husband calling, which seems unreasonable. They assured us they would refund the initial payment promptly. The first $[redacted] was charged on Sept. 6, and the second on Sept. 10. Despite my husband making two calls and assurances of a quick refund, it has not been returned. After speaking with a customer service representative today, we were informed there was a processing error, and it may take an additional 3 to 5 days. I am frustrated by the multiple charges and the delay in receiving my refund. Taking payment upfront before services are rendered is disappointing. This experience has left me feeling dissatisfied, and I am considering terminating my service with AHS. Ina P.

On September 5, I initiated a service request with American Home Shield regarding my malfunctioning HVAC unit (Service Request # [redacted]8). Following inspections by two contractors, John Woods Plumbing and Valley Construction Services, both recommended unit replacement. I specified my preference for upgrading to a gas/electric package unit and offered to cover the cost difference. Despite AHS claiming to have released the job, neither contractor has received confirmation. The latest AHS agent implied the second contractor would be selected. However, a key challenge mentioned by both contractors is the unavailability of units, even for AHS. Contractor #1 has sourced a unit ready for installation, while Contractor #2's ability to obtain one remains uncertain. Given Contractor #1's local presence and positive history working for me, I lean towards them. Conversely, Contractor #2 lacks local ties, and online reviews raise concerns. AHS's lack of communication and unfulfilled commitments have been frustrating throughout this process.

To determine the cause of the ice buildup in my refrigerator, the technician needs to enter “Service Diagnostics Mode” using the Dispenser User Interface Control, check the displayed codes, and assess the refrigerator's operation. However, without the correct display of codes on the control, a diagnosis is not possible. I scheduled a refrigerator service appointment for September 29, [redacted], with a service window of September 30, [redacted], 12:00 - 4:00 pm MST. During the service visit, the technician addressed the ice buildup, cleaned the dust underneath the refrigerator, but did not conduct any diagnostics. This was likely due to the control panel issue I mentioned, preventing accurate code readings. The technician mentioned avoiding high repair costs by not addressing the Dispenser User Interface Control problem immediately. He agreed to consult his company regarding the repair or replacement of the control panel and left. As my refrigerator remains undiagnosed and potentially in need of repair, I am unsure how to proceed given the control panel's issue.