Anonymous

Unsatified customer

After a no call back from a plumber after 48 hours not 24 I called plumber or contractor. No response from plumber directly after another 24 hours. So I call AHS to get another plumber which they sent out another request to a contractor. The second contractor made an appointment without calling to verify the time was ok, what nerve. after call the contractor to set up anther appointment I haven't gotten a return call as of today. It has been a total of 4 days without water in my home. I called AHS to express my concerns and they told me there was nothing they could do even after I told them I had talk to 4 different plumber in the area that could do the job that in four hours. Now it as been 5 days and I still haven't gotten the issue fixed. After asking to talk to a Manger I was told a "manager was not on duty and they couldn't do anything anyway" So its Thursday and I was told I need to wait till Tuesday since they 48 hour to fix the issue and weekend hour don't count. I already know that I will not get a phone call from a manager because I guess they just work without leadership or something. defiantly looking for a different warrant provider as of today.
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Reason of review:
Poor customer service
Anonymous

HORRIBLE CUSTOMER SERVICE

I purchased a home and the individual selling the home contracted a home warranty through this company. My refrigerator stopped chilling over 10 days ago and they have sent out two techs to inspect it. One said that they wouldn't touch it due to R12 being in it and the other tech came out and vacuumed out the motor telling me, " see if it cools now". This was a Friday, so I ran it all weekend and it still DOESN'T work! So I call the horrible customer service number and after 18 minutes of being on hold, I speak with someone in the customer service area who says I have $800 that they will allow for a new refrigerator so she sends me to the department that "does" this portion. I am only hold for another 10 minutes and the gentleman comes on the line and says he has no idea what I am talking about and he has to send me back to the Customer Service Department. Keep in mind the entire call which I eventually had to disconnect due to time was 32 minutes long!!!
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Loss:
$1000
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

Anonymous

Furnace repair

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I bought a home warranty for my buyer. The furnace went out and the first AHS tech said we needed more duct work, the townhouse being 51 years old where the property has been bought and sold many times. Never a need for more duct work
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Reason of review:
Bad quality
Anonymous

Poor Claim Review Determination

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24 hours after the home AC technician left my home, the AHS a"adjuster" called to say that my claim is denied based on the word of the technician. The issue is whether dog urine caused the failure of my AC unit. The fact of the matter is that it depends on the extent and type of damage. In this case, the damage was to the aluminum fins surrounding the coil and not the coil itself. Further, the aluminum fin damage was less than 5% of the total area coil area - way below what would cause any sort of loss of unit performance. There was not leakage, loss of fluid,etc. Without reviewing the photo's taken, the adjuster took the words of the HVAC technician and decided to deny the claim - unjustly. They admitted to not reviewing the photo's or doing any professional evaluation by an AHS adjuster which was just a one line sentence. I was offered the chance at a second opinion and accepted the offer. I plan to file suit if common sense doesn't prevail here.
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Loss:
$6000
Reason of review:
Warranty issue

Preferred solution: Cover the cost of the repair/replacement as per the warranty

Anonymous

Noone picks up the phone. Scam

Been calling for over 2 days. Waited on auto-arrendant for over an hour several times.
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Reason of review:
Poor customer service
Anonymous
map-marker Lagrange, Georgia

AHS/Plumber

AHS sent a plumber to repair bathroom facets. He had to cut *** in bedroom wall to accomplish this task. AHS gave him permission. Another person was suppose to fix hole. Another plumbing came and was filling the hole with dry wall cuts. I inquired and didn't feel this was acceptable. The plumber became unprofessional and stumped out taking the dry wall. I contacted AHS and was told this was acceptable and I am required to paint. I do not want this person back into my house who insulted me. The hole is still there and I am expecting company. Prior to cutting the hole no one told me that I had to fix same. I am 70yrs old and needing help right away!
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Loss:
$500
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

Anonymous

Plumber "Diagnosed" problem and did not resolve it

We called AHS when the waste pipe in our kitchen leaked into our son's room. The plumber came out, cut *** in my son's room, found the source of the leak and told us he needed to get "access" to the pipe. He didn't tell us that we had to get it (i.e. cut a portion of the joist so that he could get to the pipe). this is one of AHS's "exceptions in the policy, they will fix the pipe, but will not pay to get access to it. . . Of course that's in the fine print of your contract that they will refer you to when you call to complain. He came back a couple of days later, and again said that he need to get access and that we needed to do it. At this point we called another plumber who fixed the leak without cutting the joist. It took him several hours, which the plumber that AHS didn't want to spend because he told us he had 11 other service calls. Then they charged $75 for a service fee, because the plumber came out. These guys are a scam and not customer service oriented at all.
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Loss:
$425
Reason of review:
Poor customer service

Preferred solution: Full refund

Anonymous

SATISFIED CUSTOMER IN TEXAS

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AHS has been my home insurance company since 2005 and everytime I have used it I have been fully satisfied with ther service. The extra 75 dollars for service is alittle too much but the contract specified the copayment and we signed for it. To get a better deal what I do is to wait until more than one item is abroken or damage and call for a one 75 payment only. I just had my 17 year old washer machine and dryer fixed as well as my over the counter 12 years oven replaced. I can vouch for Texas repairservice. IT might not been AHS fault that your items were not fixed to your expentancies and that you had the option of calling back without any other copayment.
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Reason of review:
Good customer service
Anonymous

Worst Service EVER

A/C went out, 2nd time, their response is they only have 2 Companies (out of 60) that they will send out! I have to wait over 1 week for someone to come out and look at my A/C! Try and call, you will be on hold for over 20 minutes with a promise to call back with results! HA.. called 4 times, spent over 2 hours on hold! I was told 4 times that they would call back within the hour.... I asked the representative "would you wait 1 week for repairs?" No was their response but I am expected to! DO NOT BUY FROM THEM STAY FAR AWAY IS MY ADVISE.... try and call lol
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Reason of review:
Poor customer service
Anonymous

Our issue was with our air conditioner

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The vendor that came out said that we needed a blower motor which American Home Shield said was covered the vendor indicated that the venting space was too small and so American Home Shield even though the part was covered refused to replace the part we had been in the house for one year and apparently that motor worked fine and who knows how long it was working before that the point is is that the part was covered the vendor found some reason why he thought the part should not be replaced American Home Shield refuse to replace a part that was covered we have had nothing but problems with this company as soon as we make a service call before it's even completed I receive an email indicating that the service order is closed we can't get ahold of anybody to inquire about why this particular part would not be replaced when we did get a call the associate said that we could get another opinion at another cost of $75 and of course it was one of their vendors I am beside myself with this company and I'm going to write to the president and ask for my $75 service fee to be returned I'm going to write to the Better Business Bureau and I'm going to write to anybody else who will listen to me this is awful
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Reason of review:
Order processing issue
Anonymous
map-marker Memphis, Tennessee

American Home Shield (AHS): Intentional Slow Service to Control Cash Flow?

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I wonder if AHS has an incredibly slow repair process in order to moderate their cash flow, likely because they are inappropriately reserved for their actual claims exposure. I made a claim on a three-year-old Samsung Dryer on March 23, 2017. The dryer would not operate. It is now the evening of April 5, 2017. Ten full business days! There is something very broken with the AHS' claims process. The last repair-person to look at the Dryer said he had no idea what the problem was and would need to research. This was the second repair company representative to look at the dryer. I have just been on hold for over 30 minutes, attempting to get a status on the claim. The individual who answered the phone seemed unable to bring up any information and eventually dropped the call. I waited 30 minutes for a return call with no result. I have now been waiting, on-hold 10 minutes for a service rep at AHS. If you need a Home Warranty, I would strongly suggest you consider another company, that is if you want actual coverage and results/repairs on any of your covered items.
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Loss:
$1800
Reason of review:
Poor customer service

Preferred solution: Deliver product or service ordered

Anonymous

A/c repair ?

Your company sent out a very unprofessional a/c co. They changed a motor which they said was incorrect and said I needed freon ,it cost me $715.00 for the freon ,which was not the problem and the motor they took out was the same one that they put in ,the a/c still did not work they came out again and said I needed a new a/c .. They sent that request to you . You wanted a 2nd opionion so you sent a co. Called A and R complete repair ,and within 5 mins. He found the problem a txv part ,and a filter located in the wrong place ,I have to say I am very pleased with the work of a and r my a/c is working great ,but you would not pay for this ,I had to pay $1540.00 . And he also told me the motor the other co. Took out is the same as the one they put in ,you payed for that so you also got ripped off. So my problem is it cost me a lot of money for a fly by night co. That you sent out ..I am on social security so this created a big hardship for me ,I am not happy and I think your co. Is very unfair in this matter.
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Loss:
$1540
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

Anonymous
map-marker Carroll, Iowa

Misleading product and poor service

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ACH advertises themselves as a warranty service but will not replace broken systems with items of the same quality. We had a Casablanca ceiling fan go bad and asked them to replace with the same fixture. Our existing fan cost +$500; they refused to replace and offered $100 toward a replacement. They referred us to the small print in the contract that says they "are responsible for installing replacement and parts of similar features, capacity and efficiency, but not for matching dimensions, brand or color. AHS is not responsible for matching any feature of an existing item that does not contribute to the primary function of that item". In our case, they reserved the right to replace our high quality ceiling fans with junk. We refused their offer and canceled our warranty. Buyer beware, this company is a scam!!
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Cons:
  • Misleading and total waste of time
Reason of review:
Not as described/ advertised

Preferred solution: Let the company propose a solution

Anonymous

Horrible vendors and horrible home warranty company

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AHS sent out an incompetent plumber who hasn't been able to repair anything, actually made it worse. AHS refuses to send out another company, been a week now. Our shower drain is clogged, clearly a covered item. The vendor tells us he can snake it only after we sign a release that if he damages anything while snaking the drain, that his company can't take responsibility. I told him there is no way I'm signing a release for that to which he replied, "then I can't snake your drain. Absolutely would be interested in joining a class action suit. No supervisor to speak to, on hold for a minimum of 10 minutes each time I call. Can't speak to anyone who can make a decision, just told someone will get back to you in 24-48 hours. On hold again now for 25 minutes and 15 this morning,. What a horrible experience! Buyer beware!
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Loss:
$1000
Cons:
  • Not being problem solvers
  • Poor customer service
  • Not reliable
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

Anonymous

Don't do business with this company

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Everytime I call there is a minimum of 30 minutes wait time to speak to an unhelpful representative. The vendors who are chosen often back out because they don't want further dealings with this company. The vendors who do end up completing the work are extremely unprofessional- not anyone I would ever hire by choice. Work done is minimal and lowest quality products are used. Customer service is a joke and doesn't care about resolving issues.
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Reason of review:
Poor customer service
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