Anonymous
map-marker Memphis, Tennessee

Hot!

It is over 90 degrees today, and I have been waiting 5 days for AHS to send a technician to repair my A/C. When I call them I have to wait 45 minutes for them to answer.

They then tell me that they have dispatched the technician. When I call the technician he claims that he has no order. Each day I have called several times with the same result. Maddening.

To add insult to injury, the technician has been to the house twice before in the last 60 days to service the A/C.

I am so disappointed in AHS that I will be looking for a different provider. The reason that I am writing this complaint is that I have found no other way to complain other than through their customer service which has been non-responsive.

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Reason of review:
Poor customer service
1 comment
Guest

same experience

Anonymous

Delayed service causing potential health hazard

We live in Dallas metroplex area. The current temp. range is going up to 100F. I called AHS on Thursday evening for AC fix service as my AC is not working. The first available appointment is Saturday morning. What do we do in the mean time? Bake? AHS should honor external network service for AC work if they can provide 24 hours turnaround. AC not working in 100 degree is causing health hazard and possible lawsuit if this caused any illness. They have said that they will try to find a new vendor but it should have been done earlier. The vendors are reluctant to honor the terms and give push back. That my earlier experience.
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Reason of review:
Order processing issue
Chenelle Jwx

Toilet waste dumping under house

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I had two plumbers out yesterday because of a drainage problem in the spare bathroom tub. They attempted to snake it, but do to issues with the auger were going to come back after the weekend. In the meantime, it has been discovered that the pipe leading to the septic has come apart under the house. Presumably from the attempts to auger. Anything flushed down the toilet is dumping under the house. That's right. I'm basically pooping and peeing under my house. I contacted AHS, and was told not to use the toilets until the plumbers come back and fix the problem. Possibly not until Tuesday. Today is Saturday. Completely disgusting, unsanitary and unacceptable. AHS also states they are not responsible for the waste removal under the house once the problem is fixed.
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Pros:
  • Ability for chat
Cons:
  • Refusal to assist me
Reason of review:
Warranty issue
2 comments
Guest

You've apparently been doing it for a while now and just realized it. Now all the sudden it's some emergency that people need to drop what they are doing just for you?

Machele Imf

Obviously, the drainage problem was due to an inadequate flow due to a problem with the drain pipe. The snake just made it worse but didn't cause the initial problem.

As for your bathroom needs until you can get it fixed, there is always the lawn for number one and the nearest McDonald's or similar for number two. For 2-3 days, you can survive.

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Purvi Awq

Highway Robbery

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dishwasher didn't work because plug malfunctioned. Received email saying repairman dispatched from over 200 miles away. Needless to add...he NEVER showed. We hired local two weeks later and got it fixed same day. Air conditioner compressor went out. Repair showed up two days later to tell us he cant work on our system but we could turn off power and it might reset. When we complained we were told they have a limited number of repair people and we have to take what we get. Now they will allow us to cancel contract and get $200 back. And MAYBE they shouldn't have given us a contract. So give me a total refund and an apology!!!
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Pros:
  • Idea of a home warranty
Cons:
  • Lack of service
Reason of review:
Warranty issue

Preferred solution: Full refund

Anonymous

Awful Customer Service and Communication with Clients

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Our water heater has been out for over 2 weeks. We filed a claim online with American Home Shield (AHS) immediately and were assigned to a vendor. The vendor came 3 days later (which was miserable at the time - we had no idea how inadequate and unaccountable AHS would be throughout this process) and told us that the water heater model we had always has issues and that he recommended replacing the unit altogether. He then explained AHS would contact us directly about our replacement options or cash out option. We said okay. Instead of receiving these quotes from AHS, AHS send an automated message saying a DIFFERENT vendor had been assigned and we needed to take ANOTHER 1/2 day off work to be home from 8am-12pm to let them in. Confused as to why we had to take another 1/2 day off work for a completely different vendor, we called AHS only to learn THEY didn't know why another vendor was sent because their online systems were down. At this point, our hot water hadn't been on for a week so we scheduled the appointment with the next vendor and they showed up 2 days later to tell us the exact same thing as the first vendor - only difference, is they were willing to contact the water heater's maker to ask for a replacement part - they thought it was worth the try. So now we're waiting 3 more days to receive the part and then another 2 days to schedule them to come to our home. I was placed on a 25 minute hold to talk to the AHS customer service supervisor - only to be sent to voicemail. We're entering week 3 without hot water, third "service" visit from AHS, and still no resolution in sight. DON'T BUY THIS WARRANTY - IT IS NOT WORTH IT.
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Reason of review:
Order processing issue
3 comments
Guest

Same thing. We waited over 3 weeks to get a dryer fixed and calling customer service is an absolute nightmare.

It is staffed by young, very *** people who do not listen to your questions but speak off of a script.

I wanted to ask 2 simple questions and could not get a straight answer. Transfered 3-4 times and took over an hour to resolve.

Guest

Same type of thing for us at 2weeks for replacement and they can't get us scheduled for another 7 days. Awful customer service and a vendor that wanted to rip us off of non covered piping $220 for a valve that's at most, $20.

When I called them on it, they backed off and offered a more reasonable number for cash only.

AHS was terrible, terrible, terrible we will be dropping them once this is all resolved, in the meantime, cold showers and water all over the basement. We'll also be reporting them to any consumer service organize we can find and on all the blogs we can find.

Acey Bjt

Now you see how worthwhile buying these maintenance programs really is. If you had just saved the premium payments to AHS and then had a local plumbing company come out with a new hot water heater and install it, you would have been much better off. Trying to do it the "easy way" doesn't always work out well.

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Gamaliel Wdm

American Home Shield - Homeowners Policy Claim Review

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American Home Shield is a scam. I purchased a home warranty a year ago and opted to purchase a warranty with an upgraded coverage to cover the pool and hot tub because I had concerns about issues that might arise in the future with these items.

At closing, I received a paper documenting the purchase of the warranty and a promise from American Home Shield to send me my full contract package in the coming days that would detail my coverage that way if I ever had an issue with any equipment or appliances with the house or pool or hot tub that I would know and understand my coverage. Here it is two weeks before my warranty is to expire and I have an issue with my pool light (electrical). I called American Home Shield and submitted a service request and the contractor came out and diagnosed the problem. He said that it should not be an issue at all for American Home Shield to cover it we do these all the time for them.

Later on that day I received a voicemail from American Home Shield saying they denied the claim. I'm out a $75 service fee for the contractor for nothing. The contractor is irate with American Home Shield because they're saying the pool light is not a part of the pool. How absurd is that!

It is pool equipment it is a part of the pool. I called back to American Home Shield and asked to speak with a manager and the lady said that an email request had to be submitted to have a manager give you a call back. I said no I will speak to a manager or I will not get off the phone. So finally a lady named Portia got on the phone and I'm almost positive she was not a legitimate manager because was not professional and just kept saying there is nothing we can do and that we did send you a contract on April 26th when we didn't even close on our house till after that date.

The bottom line is that American Home Shield doesn't care if they send you a contract, they would prefer if you didn't know what is covered or not. They just want you to purchase the warranty and then they start subjectively deciding whether they want to cover your appliance or home items or not. There is currently 7,990 complaints that have been closed by American Home Shield in the last three years. I say closed because who really knows if the customer was really satisfied with the result of their complaint.

I will tell everyone I know to not ever purchase a home warranty from American Home Shield. It's very telling in business when you have to keep changing your name.

American Home Shield has been known by at least 5 other names. Please save yourself time, energy, and money and don't deal with this scam of a company.

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Reason of review:
Problems with payment
Anonymous

A/c still broken after 60 days

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2 of my 3 a/c units have been inoperable for 60 days and counting. 13 service visits have been made, countless hours lost on the phone holding for a service rep, spiked electricity bills, and out of pocket expenses endured. AFter two months of playing the put a band aid on the problem game, AHS has finally agreed to replace my condenser and mini split however they demand I use their vendor that is trying to charge thousands of dollars in fabricated & inflated non covered charges.
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Reason of review:
Order processing issue
Anonymous

Shady Service, Contractors Not Vetted for Honesty & Integrity, Dont care attitude.

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Had to cancel my contract # 20976**** May 23, 2017. Called American Home Shield on 5/18/17 for problem with house A/C. They don't show up until 5/22/17. 2 Guys show up, unmarked white truck, not wearing any uniform, or any identification to make it not obviously clear who they work for. After putting the pressure indicator on the AC they claim some one stole 8 lbs. of Freon. That I need 8 lbs. of Freon and that at $110 a lbs. my cost will be $880 plus the $75 service call cost.I paid my $75 told them to just leave. Then I called my Home Repair gentlemen and he puts his pressure indicator says its just low and than no one stole the Freon. They add 2 lbs., with the Freon 22 container on a weigh scale and the system was up and running in less than 10 minutes. I am very disappointed in American Home Shield and these 2 guys from Johnson Mechanical Services LLC in Huntsville, Alabama.and need to let all know to watch out for unscrupulous tactics . If you are not careful you will be ripped off and will never know. I called and cancelled my contract with American Home Shield. Watch Out!!!
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Loss:
$150
Cons:
  • Scam artist
  • Unscruplous contractors with no integrity
Reason of review:
Poor customer service

Preferred solution: Full refund

Anonymous

Worst

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This company is a huge disappointment - what is sold and what actually is done are two very different things. Everything is a problem - from getting someone to actually speak with to the inexperienced and poor caliber of the technicians that are sent out and all the way through the attitude of the company representatives all the way to the president's office. There are exceptions to the poor service and attitude, and those people are much appreciated. I simply don't know why anyone would renew. I had such a bad experience with technicians with almost no knowledge early in my contract that I said I wanted to cancel and was talked out of it - too bad I spent that $500. Here I am at the end of the contract with holes in my ceiling from major water coming in and no further idea what is causing it. When the aircon guy came he says NO not my area, the plumber then comes and says no not a plumbing problem - and then the company informs me that a new air conditioning person will be coming out in two days. I'm paying for someone to come today so that we can move on with the water abatement process. So disappointing. Worst company I have ever had to deal with.
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Pros:
  • Idea of having support in difficult situations
Cons:
  • Lousy service - both technical and customer
Reason of review:
Warranty issue

Preferred solution: Let the company propose a solution

Anonymous

POOR CUSTOMER SERVICE

The wait time when calling AHS after the contractor has already been to your house is well over 1 hour! AHS still hasn't called me back after 48 hour's since the A/C contracor diagnosed that the compressor needed to be replaced! When you ask to speak to a supervisor the representative puts you on hold and lies telling you she put in a request!
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Reason of review:
Poor customer service
Anonymous

American Home Shield 'HORRIBLE'

American Home Shield. This company needs to stop using and abusing the American name. Placed on hold over an hour, customer service, which department does not matter, is so blantly rude and unprofessional it's a disgrace. This company (AHS) MUST pay individuals to give good reviews on their names. PLEASE stay away from this ABSOLUTELY HORRIBLE BUSINESS. If you telephone requesting service, you maybe already stressed, the employees of this company adds insults to injury to an already stressed situation. BEWARE! It's not like you haven't been warned. You are signinging up to be treated like ***!
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Reason of review:
Poor customer service
Anonymous
map-marker Lagrange, Georgia

Bad contract for customers

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The best plan they offer has so many fine print "outs" for them,they will weasel out of actually fixing your equipement
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Reason of review:
Not as described/ advertised
Anonymous

American Home Shield - Customer Care Review

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American Home Shield - Customer Care Review

I call AHS today amd was on hold almost am hours. This is unacceptable for this type of customer service.

I have an issue with my electrical unit that keep causing my breaker box to flip the lights off in the house. Whem i searched for my warranty it wanst in the system. It kept sayimg that my contract wasnt in effect. What the heck does that mean when it gets deducted faithfully every month nor does my other property show up thats located at 4808 Birmingham Cicle Killeen Tx 76542.

I need someome to give me a call to fix this issue that i have 910922****. I also took a screen shot of my wait time with customer service where no one answered that ive attached.

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Reason of review:
Poor customer service
Anonymous

Washing machine ***

AHS sent out tech to fix the *** on my washing machine that just kept spinning around so I couldn't use at all to start cycle. Here is how this guy made the repair: pulled the panel off on top of washer and added zip ties! That's it! No parts and I not only had to pay the 81.00 fee but monthly fee too! I could have done that repair myself! Zip Ties !!
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Reason of review:
Bad quality
Anonymous

TotALLY WORTHLESS LIARS

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In january I called to report that my dishwasher was backing up. They assigned a repairman. He never showed up not call no nothing. This repeated itself for five other times with no resolution. They later in april3 months later told me to find someone and they would pay for it. I found a local company but here we are in MAY and my dishwasher is still not fixed. They lied to me on several occasions saying they had contacted the company but when I called the company they said they had not heard from Total Homeshield. I asked to speak with the guy that they claim they talked to and he said they did not set things up with him as they told me and that he would be more than happy to repair the dishwasher if they would just authorize him to fix it. I call them back today and go the same lie as before and I asked for my money to be returned since I could not get service since January. I got the same song and dance. I will start posting on every website that I can until this is resolved or they refund my money. With service like this Buyer beware
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Reason of review:
Poor customer service

Preferred solution: Deliver product or service ordered

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