Update by user Jul 18, 2018
It has been a month since I initially posted my review of American Home Shield. We have not received any compensation for the financial, physical, and emotional difficulties we endured.
I urge everyone to avoid using American Home Shield.
We learned the hard way. Hopefully this warning will help some people.
Original review posted by user Jun 18, 2018
We live in south Texas near San Antonio where it is hot in the summer. Our home central HVAC system stopped working April 1, 2018. We immediately contacted American Home Shield because we have had a home warranty with that company for several years.
American Home Shield sent a technician to our home during the week of April 2-6. He evaluated the system and said we could use our American Home Shield home warranty to repair the system by replacing only parts that were broken or we could pay ourselves to replace the complete system without help from American Home Shield.
We decided to use our American Home Shield home warranty, being told the system would fine once it was repaired. This would cost us much less than paying to replace the entire system ourselves. However, we had no choice of which HVAC company we could use for the repairs. We were required by American Home Shield to use Quantum Mechanical of San Antonio.
In the 10 weeks that followed, American Home Shield sent technicians to our home more than 20 times. The technicians from Quantum Mechanical did not wear uniforms or name tags. They always came to our home in unmarked vehicles without the company's name or state license number displayed anywhere. The owner of the company seldom answered our calls and came to our home only once during the 10 weeks when his technicians made at least 20 service calls to our home.
Throughout these 10 weeks, we repeatedly called service representative at American Home Shield. Often we would only get a recorded message and leave a voice mail asking for help. The response was slow and often took more calls from us. The results were always the same. After more days of summer heat, the guys from Quantum Mechanical would return.
In those 20+ service calls, technicians from Quantum Mechanical fixed leaking refrigerant lines in several places, replaced the compressor and fan in the outside unit, and replaced the air handler and drain pan in the attic. American Home Shield would not authorize replacement of the entire system, just repair of what was broken.
Numerous times the technicians from Quantum Mechanical would get the unit to cool for a few hours or days and then stop working. Thee technicians would return a few days later to deal with new issues.
On one occasion, the technicians said the problem was in our home breaker box/electrical panel. The 2 50-amp breakers that controlled the current to the AC were ruined, probably from all the strain put on them by the various repairs and modifications done to it. So we paid an electrician to replace those breakers.
Twice during these 10 weeks the system malfunctioned and water poured through the ceiling in the upstairs hall. The damaged sheetrock is quite visible but the technicians said it was not their fault. The service representative at American Home Shield did not seem to care.
Last week, on Monday, June 11, the technicians returned and got the system to cool again. It did for a few days but stopped on Thursday June 14. We called immediately but had to wait 4 days for help to arrive. Call to service representative at American Home Shield just went to voice mail.
After several more phone calls, the technicians returned today, Monday, June 18, and replaced the damper board in the air handler in the attic and replaced the thermostat in the downstairs living area. Yet, the system still would not cool.
They then discovered that the system was empty of refrigerant/freon because of a new broken line in the outside unit. They said the break was one they could not repair. They would need to get approval from American Home Shield if possible, to order a new part to replace what was broken.
After 10 weeks of putting up with the incompetence of Quantum Mechanical and the inability and unwillingness of American Home Shield to help us, I told the technicians to get their tools, leave immediately, and not return.
We still have no AC after 10 weeks thanks to American Home Shield. I want every home owner to know how American Home Shield treats its customers. By the way, my wife and I are both licensed Realtors.
Product or Service Mentioned: American Home Shield Air Conditioner Warranty.
Reason of review: Poor customer service.
Monetary Loss: $10000.
Preferred solution: Let the company propose a solution.
American Home Shield Cons: False information given, Dishonest contractors, Lousy service - both technical and customer, Service representatives and technicians.