American Home Shield Customer Service Issues

I resolved the issue independently, without your assistance. Initially, I waited a week for an appointment with AMTEC. Today, I had a scheduled phone appointment between 11:30-12:00. Unfortunately, I missed their call at 11:55, promptly returning it at noon. Surprisingly, I was told I was too late and would need to be rescheduled, which was quite unexpected and frustrating. The lack of friendliness from the personnel, particularly the rude behavior from the girl, was disappointing. I have decided to discontinue my warranty with AHS due to this experience. I have already canceled the warranty and intend to express my dissatisfaction by sharing my story with others to prevent them from facing similar issues.

I am sharing my disappointment with my recent claim experience. On February 11th, I initiated a claim for a toilet leak. Initially scheduled for Feb 21st, it was canceled due to scheduling conflicts. The rescheduled appointment on Feb 21st between 12 - 4 pm did not go as planned. After numerous calls to representatives, many with heavy accents, the plumber did not arrive or communicate. Despite efforts, I still await a resolution for my persisting issue. The customer service experience has been frustrating and unsuccessful, leading me to consider terminating my contract with AMS. This ordeal has left me questioning the level of customer care provided. I hope for a swift resolution to this matter and reevaluate my association with AMS going forward. - RC

Since Sunday, Feb 17th, [redacted], I have been without water due to a leaking water heater. Despite informing the plumber on Friday, Feb 15th, I had to wait until Tues, Feb 19th for a replacement. However, after contacting AHS, they scheduled it for Feb 28th, which is too long to wait. The situation worsened as the water heater started spewing water from the top, leaving me with no hot water. I inquired about a refund to purchase and install it myself, but was informed it was already ordered. After calling again on Feb 26th for an update, I was told it will be delivered to the vendor on the 28th, with uncertain installation times. This delay is unacceptable, especially with children in the home during winter in Ohio.

Good Afternoon, I submitted service request #[redacted]08 on 3/2/[redacted]. The contractor inspected our washer on 3/7/[redacted]. On 3/15/[redacted], I contacted American Home Shield to inquire about the status of the replacement parts. I was informed that the parts were on back order according to the vendor and possibly a replacement payout would be considered after verifying with Whirlpool. I called again today, 3/18/[redacted], and was informed by American Home Shield that Whirlpool now estimates the parts could arrive in 4-6 weeks. This delay is causing me to spend $[redacted]/week at the laundromat to wash my family's clothes. If the repair takes another 4-6 weeks, I would incur $[redacted]-$[redacted] in additional laundry expenses. I have consistently paid my premiums hoping for prompt repairs, yet I feel frustrated by the extended waiting period. I believe it would be fair for American Home Shield to cover the replacement due to the unavailability of parts, rather than making customers endure such expenses and uncertainty. Kindly let me know your thoughts on considering a replacement.

I experienced an issue with my hot water heater, where the first contractor claimed it was due to high PSI, but the second contractor found issues with the valve and burner. Despite providing evidence, my claim was denied. The customer service throughout this process was frustrating, with a disrespectful supervisor making matters worse. I have a letter from the contractor who installed the new water heater outlining the problems. I am seeking assistance in getting reimbursed for the installation costs.

I've been dealing with a blocked sewer for the past 8 days. I initially requested service on Thursday, but it was only deemed an emergency by AHS on Saturday. Despite that, the plumber appointment scheduled for Sunday was then canceled, leaving me without any resolution. The backup is causing my washing machine, dishwasher, and another toilet to overflow into the shower, which flooded the floor a week ago. After the plumber visited on Tuesday but couldn't find the issue, he recommended a hydrajet. Despite his advice, he was reassigned by AHS without the problem being fixed. Currently, AHS is trying to locate a plumber with a hydrajet, and I'm facing another weekend without a resolution. This level of inefficiency is unprecedented in my experience with any company.

Our air conditioning unit broke down on March 7th, [redacted]. American Home Shield dispatched AAA All Brand Appliance from Coral Springs to inspect it. After determining we needed a new AC, they quoted a total cost of $2,[redacted] on top of the $1,[redacted] deductible. AHS could not find another company to complete the installation, so they offered a lower cash option of $1,[redacted].66 for a 2.5-ton condenser and air handler. Despite our requests for more transparency on costs and equipment details, we faced challenges getting a clear answer. We have now opted to work with a reputable contractor who offered a higher quote for the installation. Despite multiple phone calls and requests to speak with the Escalation Department, the situation remains unresolved, leaving us frustrated with the lack of progress and clarity in this process.

On March 17th, my sewer backed up, leading me to contact AHS immediately. They arranged for a plumber, who due to distance, could only come on March 22nd. AHS initially agreed it was an emergency and would cover the emergency fee, but later revoked this designation. The plumber arrived on the 22nd but couldn't resolve the issue, recommending a hydrajet. Despite multiple calls to AHS for authorization, no progress was made. On March 25th, the floor flooded again, forcing me to hire Ruidoso Septic for the hydrajet service. I provided Ruidoso Septic's contact to AHS, but they failed to act. To date, my service request remains open, and I am dissatisfied with the handling of this situation after being a customer for 10 years. I am considering canceling my service with AHS.

I am currently handling an American Home Shield Appliance Replacement. I have found the process to be poorly structured and not easy to navigate. I hope they can improve by implementing basic procedures to coordinate better between the company and the customer. My Order Number is [redacted]8 and the Dispatch Number is [redacted]18. The issue began on 3/14/22 and has gone through three iterations, concluding this morning with the ordering of an appropriate appliance model. There is a significant lack of communication both by phone and email, making it challenging to address customer concerns. I believe there are simple ways to enhance the process and reduce the time customers need to spend on their issues. Improvements could lead to a more satisfactory outcome for all parties involved. Thank you for your attention to this matter. -Joel A.

I have contacted customer service multiple times about a claim denial. My details for reference: Property: [redacted] Hallow Cane Dr, Hockley TX, [redacted] Account: [redacted]68 Service Request: [redacted]88 I have made 5 calls and requested a supervisor to call me back twice, but no one has. Every time I call, the representatives cannot explain the denial properly. This level of service is unacceptable. I have been given conflicting information - first, I was told to request a denial letter, then that an email would be sent (which was eventually denied because they do not email), and now I am told to submit another request to speak to someone who may help. This is frustrating considering I pay for your service monthly. The issue with the Heat Pump (AC Compressor) was not pre-existing in our new house. The company that inspected it confirmed it was not pre-existing. The claim was denied by AHS, but they haven't been helpful either. Our policy covers repairs for items that can deteriorate over time, even if the policy is new. I have attached the service ticket submitted to AHS. According to our contract, this issue should be covered as it pertains to the air conditioning system components. I will challenge this denial because it is unjust. I also have another property with you, and the service experiences have been consistently disappointing. To resolve this, I require the following: 1) Explanation from a knowledgeable representative on why this was denied. 2) Any claim documentation sent via email or to my property address. 3) Guidelines on how to appeal. Contact Kyle This at [redacted] or [redacted] For assistance, reach his wife at [redacted] or [redacted] Thank you.

Dear Sir, I am reaching out on behalf of my parents regarding their Home agreement that covers their appliances, HVAC, and plumbing for over two years. We recently had a frustrating 45-minute conversation with Anna from customer service in the Philippines, trying to understand why the technician's diagnosis was denied under our agreement. Despite our inquiries, Anna reiterated that the issue was not covered based on the technician's evaluation. We requested to speak with someone in the escalation department but were informed they were unavailable and assured a callback within a day. We have incurred costs for two technicians, $[redacted] each, to assess the problem. While the first technician found nothing concerning, the second technician from Island Breeze confirmed a significant issue with fiberglass insulation blowing out of the ducts. This poses a health risk, particularly with hot weather approaching, and renders our central air unusable. Given my elderly parents' ages (84 and 82), we urgently seek a prompt resolution. We are perplexed as to why this issue is considered not covered simply because there is no visible breakage in the duct. Furthermore, we believe it is unjust for my parents to bear the cost of two service calls. We are hopeful for your assistance in addressing this matter promptly. Sincerely, Catherine Duncan for Stephen Melton

Our Kenmore refrigerator, which is 24 years old, recently stopped working, leading us to purchase a new fridge from Voss TV & Appliance on 1/31/22 for $1,[redacted].00. We decided to buy a new one rather than wait for a service technician to verify the issue due to the long delivery times for appliances. Unfortunately, the old fridge is now completely dysfunctional, with the freezer failing to cool properly, causing us to discard spoiled food. We have an AHS warranty and are hoping for some reimbursement towards the cost of the new Maytag fridge. We also had to replace our dishwasher recently due to malfunctions. Though we are not seeking assistance with that, we wanted to highlight the declining quality and delivery delays we have experienced. Any help with the new fridge expense would be greatly appreciated. Thank you for your attention. Anita & Peter D. [redacted] Brownsville Road Pgh., PA [redacted]

I have been a customer of American Home Shield for over five years without any issues until I encountered problems with HM Homes HVAC during a recent furnace repair. It took them from November [redacted] to January [redacted] to diagnose the issue and recommend a TXV valve replacement, which required extracting the refrigerant from my air conditioning unit. Despite my dissatisfaction with their service and repeated complaints to customer service, the problem persisted, and now I am facing additional issues with my air conditioning unit. American Home Shield has not refunded the money I spent on the previous repair, leaving me frustrated with the lack of resolution. I am eager to have my heating and cooling system functioning correctly, but I am struggling to reach someone who can address my concerns beyond the call center. I hope that my concerns can be investigated and addressed promptly. Thank you.

I have been attempting to have my hot water heater replaced for a week now. I am frustrated with the lack of progress and constant excuses from the customer service representatives. Despite being told that a diagnosis from the contractor, Prime Plumbing, was needed, nothing has been resolved. I was apprehensive about using Prime Plumbing due to their low Yelp rating of 1.2, which seems justified now with the poor service I am experiencing. The current customer service process is ineffective, as every call redirects me to an unhelpful advisor. As a business owner myself, I have never encountered such inadequate customer service where phone communication is impossible, and support staff lack direct contact numbers. Unless I receive a prompt resolution today, I am prepared to leave numerous negative reviews until my issue is addressed.

I contacted AHS about my leaking hot water tank, and they scheduled Brick Street Plumbing for two weeks later. Despite trying to expedite the process with other quotes, Brick Street Plumbing only came out two weeks after my call. They took some pictures and mentioned they would check with the office, leaving me uncertain about when they will follow up or replace the tank. I am worried about potential flooding in my home as my tank is leaking. Unfortunately, I cannot get through to AHS for assistance, and Brick Street Plumbing is unresponsive. The situation is frustrating, and having a contract with AHS feels like a waste of money and time, especially given the urgency of the issue.

My dishwasher has broken down once again. After being told I have to wait four months for a repair, it has now started leaking and flooded my first floor. Despite speaking with customer service and waiting for a manager to call back, I am still left waiting. I called again today, but have yet to receive any help. Currently waiting for Cai from company with ID# [redacted] to connect me with Dewanie Canoy, the manager.

I scheduled a repair service for my Cooktop-Range due to uneven burner flames for March 19, [redacted], through American Home Shield. Astro Appliance was assigned the repair work, and technician Mr. Dmitry came on March 22, [redacted], to check the Cooktop-Range. The work order reference is #[redacted], and the warranty work order is #[redacted]8. Mr. Dmitry identified the issue as uneven flames on the burner perimeter and suggested replacing the burner caps. He mentioned ordering the parts for all burners but has not returned to replace them after almost two months. After contacting Astro Appliance and American Home Shield, I was informed the parts were received and the repair scheduled, but there have been delays. I am eagerly awaiting resolution. - N. Patel, Sugarland, TX

On 4/7/[redacted], I submitted a service request to AHS for my dryer. A technician visited my home on 4/19/[redacted] and identified a broken drum belt. The technician mentioned that their company likely had the part in stock, or they would order it if necessary. Unfortunately, the status of my service request has not been updated on the AHS page by either AHS or the contractor. Despite numerous attempts, I have not been able to get an update from the contractor, who does not respond to calls or emails. AHS customer service has also not provided satisfactory assistance, repeatedly stating they must make two unsuccessful contact attempts with the contractor before taking further action. It was mentioned that the part would arrive on 5/14/[redacted] and be installed the following week, which did not occur. Despite promises of escalation and solutions, no progress has been made, and as of today, May 22nd, over a month later, I am eager for AHS to assign a reliable contractor to resolve the issue with my dryer.

Our air conditioning broke down on 5/18, and we filed a service claim with AHS. Their technician came on 5/20 and identified the issue as the blower motor. He found a replacement locally but was denied permission by AHS to proceed with the fix. AHS insisted on using their own service department to order the part, causing delays. When I followed up, I received conflicting information from different representatives regarding the status of the part. Despite the urgency due to living conditions with a senior citizen, I was informed that the repair may take until the end of the week or even the following week, which is unacceptable given the high temperatures in Florida. Unfortunately, my request to speak to the escalation department was also denied, leading to frustration with the poor customer service provided.

I've been waiting for over a month to get my AC fixed. Despite being told about appointments to fix the condenser, no one showed up. I canceled other plans for this. Today, AHS informed me they didn't order emergency service as promised and didn't reimburse my deductible. They also mentioned a $[redacted] charge for freon for the new condenser, which was not previously discussed. They claim they couldn't reach the provider. They even suggested upgrading my policy last month. After waiting for a month with no resolution and numerous missed appointments, I had an independent company inspect the AC. They fixed it for $[redacted] without needing freon or a new condenser, contrary to AHS's claims. No calls were logged, despite my attempts to follow up.