American Home Shield Customer Service Issues

I have been a customer of American Home Shield for several years under the name Glorious Sellers. Recently, I noticed that my account name has been changed to [redacted] without my authorization. Additionally, my bank account number has been updated without my knowledge, making it impossible for me to access my account. I received a notification stating that my payment is 14 days overdue. I have realized discrepancies in the payment amounts, as I have been consistently charged around $78 per month, but the recent charges were in the 50s. I am seeking clarification regarding these issues.

On February 22, we requested a Tcell replacement for our pool, which was approved. The swimming pool company was contacted, and an approved amount was set. However, the check we received from American Home Shield on March 30 was incorrect. The correct amount should have been $1,[redacted].99, not $1,[redacted].99. Despite being told the first check was voided and the correct one would be sent, we have yet to receive it as of June 10. Multiple promised dates for the correct check to arrive have passed, including April 26 and June 3. We have requested a call back from a supervisor, but have not received one despite waiting the allocated time. We are disappointed in the lack of communication and delay in resolving this issue. American Home Shield needs to rectify their mistake promptly and provide the correct payment without further delays.

On June 8, we requested A/C repair and ductwork service, but as of 6/15, no repairs have been completed. Contractors were sent for both issues, but difficulties arose. According to the AHS technician, a disconnect outside was broken on a previous call, hindering progress. The prior ductwork service was not carried out due to system limitations. While another contractor has been assigned, the repairs are still pending. We need the current company to handle both the A/C and ductwork services together. Due to heat concerns and impending surgeries, we urgently require assistance. As long-term AHS customers holding two policies, we hope for a prompt resolution as the contractors have yet to address the issues.

Subject: Issues with American Home Shield Policy [redacted]32 To Whom It May Concern, As small business owners, my spouse and I are disappointed with the service we have received from American Home Shield. Since February [redacted], we have had three service calls for the same air conditioner issue, yet our AC remains broken. The contractor, Air Doctors, has been sent the incorrect parts multiple times, causing delays. When we requested service call records, Air Doctors could not provide evidence of their visits between January and March [redacted], despite our inquiries. Due to this ongoing problem, half of our house has been without air conditioning for months. We have been informed that the cost of a replacement compressor is $[redacted]. American Home Shield offered us a buyout of $[redacted].76, which does not cover the full replacement cost and additional expenses. We are requesting a refund of $[redacted] from American Home Shield and expect prompt action on this matter. If mold is discovered, we will take necessary steps for proper treatment. A trusted air conditioning company confirmed the need for a new compressor/heat pump, highlighting the urgency of our situation. We trust that you will address our concerns promptly and fairly. Sincerely, A & J Johnson

I contacted AHS on June 9th at 7:30 a.m. regarding a leaking water heater. Despite numerous calls to various listed phone numbers, the promised contractor within 48 hours did not materialize. After being informed of a new deadline of June 12th, we were given the names of contractors located 50-75 miles away who had not responded. We have been without hot water for seven days resorting to time-consuming alternatives like sponge baths and heating water on the stove. Repeated calls have resulted in excessive hold times and broken promises of a technician reaching out to schedule an appointment. Despite being loyal customers, the lack of resolution and communication from AHS has left us frustrated and disappointed.

On June 13, [redacted], I contacted for AC service as the unit stopped working in this hot weather in Lancaster, TX. Despite no response from Fast Response Heating/Cooling, I followed up on June 15, [redacted]. The technician who came on June 16, [redacted], only mentioned needing coolant and quoted a high cost for replacement, which contradicts my Platinum Plan that includes unlimited coolant replacement. As of today, June 21, [redacted], Fast Response has yet to submit the work order to American HomeShield. It's extremely hot, and I desperately need the AC fixed due to health and work reasons. I have already faced delays with this contractor in the past, and I am very disappointed with the service provided. Thank you.

I am experiencing difficulties with American Home Shield regarding a leaky pipe issue I reported on May 4, [redacted]. Despite paying $[redacted] for a repair request, the pipe remains unfixed, and all my calls are directed to international call centers. The leak is in a pipe fitting above my hot water heater. A plumber deemed unqualified was sent initially, then a heater technician who misjudged the issue, causing my request to be closed without fixing the leak. I am now asked for an additional $[redacted] to send another technician. No refund is offered, and communication with overseas representatives has been challenging, as they do not grasp the problem or provide proper guidance on escalating the issue within the company.

I have been dealing with a broken refrigerator since 6/21. The company GULFSTAR SERVICES INC was assigned twice but denied service as they were not qualified. Now, Sears service is scheduled for July 25th, a month away. I have a local contractor who can repair it sooner. I need permission to use my contractor, but the dispatch team is unable to help. I am looking to resolve this refrigeration issue promptly. Thank you, R.R.

I am documenting that I requested service from American Home Shield (AHS) on 6/29/22. Unfortunately, the service representative declined to provide an order or authorization for the service. I contacted AHS due to the lack of water pressure in our house this morning. Our contract with AHS covers our well pump and sewage ejector pump. The plumber and well company technician suggested the pressure switch might be the issue, but other home systems could also be responsible. Despite explaining the situation to a customer care representative, they refused to authorize the service request, stating water pressure is not covered. I emphasized the uncertainty of the problem and the need for coverage. I was promised a callback from a supervisor within 24 hours, but the lack of water pressure is severely impacting our daily activities. Going forward, it is crucial that AHS either approves service requests for unclear issues or waives the pre-authorization requirement when representatives decline authorization.

I have two 4-ton AC units that are 15 years old and use R22 refrigerant that needs to be replaced. I requested assistance and was assigned a contractor with a poor reputation. I prefer to use the contractor who has serviced my units for 8 years. Despite my request to switch, the AHS representative, based in the Philippines, struggles with language comprehension. I am located in El Paso, TX, with my mom who has early-stage dementia, making it urgent to replace the units due to the obsolete refrigerant. However, the AHS representative is not able to address my inquiries effectively.

I have been trying to reach a manager or supervisor since July 2nd. I spoke to several representatives who did not follow proper procedures. The latest issue arose when I was authorized to hire an outside contractor at 1:38 a.m. I contacted CPR Pool Repair, who inspected and provided an estimate. Following the representative's instructions, I called back with the estimate but was informed I didn't have authorization to hire an outside contractor due to a procedure error by the representative. Now, I have to wait 24 hours for an investigation, and I'm unable to speak to a manager or supervisor. It's been 4 days, and my pool pump still isn't fixed, with smoke coming from it. Additionally, due to the stagnant water, I received a citation from the city of North Las Vegas. The situation is frustrating and causing inconvenience.

I've been dealing with a persistent issue in my house for 2 years now. In [redacted], there was a leak which I first thought was a plumbing fault. However, after the plumbing company's visit, it was determined that the leak was due to condensation from the AC vents. Subsequently, the AC company visited but couldn't conduct a full test due to the weather not being conducive. It took 6 months to schedule a follow-up where I was asked to pay another service fee for a new request. Despite multiple attempts and calls to AHS, I had to bear another service fee as water continued to leak. The AC company visited again but ruled out the AC as the source, leading to another request for a plumber from a different company. The latest plumber identified that the issue stemmed from some of the plumbing lines, something that should have been addressed initially. This ordeal has cost me several service requests, resulting in significant secondary damage to my home. The initial plumbing company was Dave and Sons Plumbing. I am disappointed with both them and American Home Shield for the prolonged and costly resolution process of diagnosing the issue correctly after 2 years.

I have had an ongoing claim since January [redacted] for my furnace/AC heat pump unit. We have been facing issues with no heat and now no AC. Despite my efforts to work with American Home Shield's resolution department, the problem persists. In March, I located a local supplier with the necessary parts that American Home Shield has not been able to acquire. The local supplier can install these parts promptly to restore my unit's functionality. Due to the lack of heating and cooling, I have incurred additional expenses for hotel stays, boarding for my pets, and increased electric bills due to purchasing a window air conditioner. Despite my patience, the situation remains unresolved as we approach the middle of July. It is frustrating that while the issue persists, American Home Shield continues to deduct monthly payments from my checking account.

I am experiencing difficulties resolving my refrigerator claim. The process started on 6/29/22 with BA Distributors, followed by A-1 Appliance on 7/1/22 and 7/8/22. Although my dashboard displayed "authorization approved," A-1 Appliance declined to repair the refrigerator on 7/11/22. After contacting AHS, assurance was given for a replacement, but subsequent follow-ups have not yielded progress. Queries made yesterday and today resulted in agents having no knowledge of the replacement commitment. During today's call, the agent abruptly disconnected the call while verifying the information. I am seeking guidance on the next steps to resolve this issue promptly.

Since Thursday, July 14, my AC has not been working, and this is serious as my 90-year-old father lives with me. American AC and Heat came today and claimed nothing is wrong with the system, even though on Thursday smoke was coming out of the vents, leading me to call [redacted], fearing a fire. The fire department inspected and deactivated the unit. Even after paying for a professional AC check on Friday and contacting AHS, I am frustrated with the delayed service until July 26. Mistakenly, my husband turned on the system despite my warnings and only after I provided the diagnosis did the AC technician acknowledge the issue. When I complained to American AC, they accused me of yelling. AHS tried to intervene but faced rudeness and lack of cooperation from the AC company. I am distressed by the lack of professionalism and competency and am seeking assistance in resolving this issue promptly as we rely on our warranty coverage.

My house was filled with smoke coming from the AC vent in the attic, prompting me to believe there was a fire. I quickly evacuated my 90-year-old father and two dogs, called [redacted], and the fire department confirmed there was no fire but advised not to use the AC until the issue was resolved. Despite having a warranty with AHS, the earliest appointment with American AC & Heat was on July 26th. After expressing the urgency due to the extreme heat for my elderly father, AHS expedited the service to the next day. However, the technician from American AC & Heat incorrectly assessed the situation, stating there was no problem and proceeded to turn on the AC. When I confronted him about the issue I suspected, he denied his previous statement. Subsequent follow-ups with AHS and the AC company to obtain a diagnosis were met with delays and unhelpful responses, leaving me without proper AC in scorching temperatures for six days. The lack of assistance and poor service have left me feeling frustrated and unsupported.

Recently, on July 8, I had a technician from Superior Home Services check a non-working washer at [redacted] Hensley St in Reno. The technician mentioned that the pump needed replacing and that it would take around 2 weeks for the parts to arrive due to issues in California. To fix the washer, he informed my son that he would need to remove the stacked dryer, which I believe is the responsibility of the servicer. Dissatisfied with the service call, I reached out to AHS for a second opinion on July 14 or 15. However, as of today, July 21, Superior has not submitted a diagnosis despite my daily calls and referrals to supervisors. When I asked to be connected with the Contractor Relations Department, the calling center abruptly hung up. I am disappointed by the lack of responsiveness from the contractor and the inability to get a second opinion. I am seeking resolution, a different contractor, and a direct line to a supportive representative at AHS who can address this issue promptly.

Regarding Account #[redacted]17 at 6 Cazneau Lane, Boerne, TX [redacted]. I currently have a Mini-Split unit in a downstairs room that is not working. Out-of-state company is arriving soon, and with the extreme heat, it's crucial to have the AC fixed before their arrival. I kindly request permission to hire a certified AC repairman not from your list. This company is fully certified and available to repair the unit later today with your approval. Rest assured, their rates are more budget-friendly than other options. I understand this is unconventional, but given the urgency of the situation, I would appreciate the opportunity to address this emergency promptly. Your swift response is greatly appreciated. Thank you, Fred M. (Phone [redacted])

I submitted a service request on July 24, [redacted], for my central A/C system's outside unit repair, which was intermittently functioning. Despite requesting expedited service due to my wife's immobility, the appointment set for August 1 was unsuitable as she couldn't endure the [redacted]-degree heat outside. To resolve the issue, I replaced the outside unit motor start capacitor myself, fixing the problem. Hence, I am canceling the service request and requesting a refund of the $75.00 service charge debited from my bank on July 25.

I've had three companies inspect my air conditioner, and all three concluded that it needs to be replaced. Freon has been added multiple times since [redacted], with three additions last year and one this year. Despite adding leak stop twice, the obvious leak persists, and I'm tired of paying service fees plus the cost of freon since my coverage only includes $10 per pound. I'm seeking to have the leak fixed or the unit replaced as advertised. Robert Scott, whom I was originally dealing with, promised to waive a service fee but did not follow through and then stopped responding. I spoke with Mark on 7/20, who said he would investigate, but I haven't heard back. Customer service has been a challenge due to language barriers. I appreciate any assistance.