Anonymous
map-marker Cornelius, North Carolina

Terrible Customer Service!!! *** Poor!!! Dodging needed repairs/replacements!!!!

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First things first.....I tried to schedule my service by speaking directly with a customer service agent.....almost impossible to do. I waited between 25-30 minutes while listening to some squelching music(I think their outgoing music was messed up)before hanging up and trying to call again. Called back and finally reached an agent after another 20 minute wait. Just for perspective I was also on my computer at the same time attempting to utilize their "chat service". I was 18th in the ***. I realize I can schedule the service call via their voice prompt system or online, but I specifically wanted to speak to someone about my particular issue feeling the recent history of service calls was pertinent to my situation. Finally reaching an agent I described my issue. My 17-18 year old water heater was delivering rusty water. Twice already AHS has sent out a service repairman to "flush" my water heater. I had already done so twice myself prior to this. FYI, the average life of a water heater is 8-12 years. Once again after the last flush I am again experiencing rusty water. This has been over the course of the last 120 days or so. I've done enough research and talked with enough people to know that the water heater liner is beginning to fail, thus the rusty water. So, proactively, for my third service call, I spoke directly with the service repairman before he came to my house so I could to describe the details of my specific situation. He too agreed with me that the more than likely cause of the rusty water was the liner. He volunteered to call AHS prior to coming to see what they would "cover". He mentioned there would likely be a few things that I would need to cover as building codes have changed since my water heater had been installed. I understood that. He said he would call me back in 20-30 minutes. After about 45 minutes he called me back. He was apologetic, but said AHS had him on hold for the last 40 minutes. AHS told him the only thing they would consider covering would be another flush. It "appears" that they won't pay for a failed water heater until it begins to leak. Tell me what sense that makes??? Let's wait until it completely fails, and we're now looking at water damage too!!! Bottom line......both the service repairman and I concluded that it would do absolutely no good to flush the water heater another time so we collectly passed on another service call. It would be a waste of time and money. No kidding!!!! Sooo frustrating. Clearly when it comes time for me to re-up on my warranty, it will not be with AHS. And, I urge any of you who are considering AHS as a home warranty company to pass and look elsewhere too.
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Loss:
$700
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

Sidnie Ryy
map-marker Cedar Hill, Texas

Work request on 08/24; as of 09/23 still no reponse

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8yrs as a customer; placed work request for my HVAC; supplier advised on 08/24 had to order part but could upgrade for 4-6k, financially I had to go with the repair (my responsibility 1500). estimated time for part and completion 09/09; when I didn't hear back I contacted AHS who advised will follow and I will be contacted, as of 09/23 still no response, another call to AHS, Rep still not able to reach supplier, not able to reassign, could only place as a recall. I use to recommend AHS to all of my clients, friends and family members, this is so disappointing.
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Cons:
  • Service from assigned contractor
Reason of review:
Problem with delivery
Anonymous

They don't pay for the complete service

For every service that is supposed to be covered there is always a portion that is not covered. I have been having trouble with my sink. They have sent plumbers to snake the sink. Now I have a plumber out who states that the previous plumber glued the pipes together and the only way to get it loose to snake is to cut it and replace with a new "p" trap. Of course that is not covered. The error of the previous plumber is now our responsibility. Came to fix the refrigerator, of course the ice maker is not covered. I think we are thru with them. They want a monthly fee and $75.00 service charge for every service.
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Loss:
$265
Cons:
  • To fix the problem it would cost more
Reason of review:
Other issue

Preferred solution: Let the company propose a solution

Anonymous
map-marker Los Angeles, California

Customer Services

Frustration might be the term--example #1 clogged toilet--24 hrs before I received a call--another 24hrs before someone could come out--only to tell me they could not unclog #2 water heater (winter time) 24 hrs before I received a call--36 hrs before someone came out--did not fix--claimed electrical problem (kind of strange) did not fix-- took him 10min to tell me that #3 garbage disposal--24 hours before someone called back--10 min visit did not fix--advised garbage disposal on the wrong side (kind of strange again) #4 refrigerator not getting cold--24hrs before someone called back--48hrs before someone could come out--advised freon--another 24hrs because they did not do freon--wait overnight to see if freon worked if not it's generator--waited overnight--still not working--4 1/2 days later--had to buy a new refrigerator--tired of waiting on a resolution #5--dryer not getting hot--called automated system--advised 24hours someone would call--no one called by the end of the day--no one answered the number that was given as the contractor--called next day--on hold for 30min--had to hang up--called again--wait 24 hours--2days passed--still waiting--no dryer-- probably will have to buy a new one before anyone calls back after 4days Additionally, each visit except for the last--had to pay service fee to be told what I already new--my toilet is clogged, my water heater is out, my refrigerator does not get cold (mind you it was giving off this strange odor), my garbage disposal is on the wrong side--does not work and my dryer does not get hot. Maybe I am the one in a million customer who has the problem with AHS--I have been with AHS since 1991--every year they increase their annual rate, every year they change the contract number and every year they increase the service fee--yet not one time have I used their service and had a favorable result. You say, why--well they are rated #1 and I keep saying it won't happen this time--unfortunately--it continues.
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Reason of review:
Poor customer service
Anonymous
map-marker Sterling, Virginia

American Home Shield Home Warranty Review from Sterling, Virginia

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I have used American Home Shield as my home warranty come for several years. I have issues with them in the past and I kept hoping the situation with using them would better. That hasn't and didn't happen. This year my home AC unit stopped working. I called American Home Shield to have the problem fixed that I was having with the unit. They sent out the contractor that they selected to handle the situation with the AC unit. Once the problem with my home AC unit was diagnosed by the American Home Shield Contractor It took the contractor 3 weeks to get the part to repair the unit. My family had to suffer through the extreme heat for 3 weeks. I was told that American Home Shield only cover half of the work. The rest of the cost I had to come out of pocket and the amount was $663. On another occasion this year I had a leak in my downstairs. The shower is located in the basement was leaking from the stem. I turned the water off from the stem as tight as I could to stop the leak. Again I contacted American Home Shield to have the leak fixed. When the contractor they selected got to my home he said he would have to call American Home Shield to see if the stem was cover because it was damage. American Home Shield called me and stated that the stem is not cover under my contract. Once again they really know how to stick it to a home owner. American Home Shield said the contractor can fix it for $300 and something dollars. I said no thanks. American Home Shield insurance is not worth the headache and my time. As a home owner you pay out of pocket more then you pay for the yearly contract. American Home Shield isn't a home warranty company it’s more like car Insurance.
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Loss:
$663
Cons:
  • How long it took to get the parts
Reason of review:
Warranty issue

Preferred solution: Full refund

Anonymous
map-marker Alexandria, Virginia

Total waste of money

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We had a toilet leaking through the ceiling into the kitchen. Their "contractor" would call within 24 hours to schedule and appointment was not good enough, so we called a plumber who got there within an hour. Now American Home Shield will not reimburse us for the plumber or pay for fixing the 20" x 20" hole in the ceiling which has not been done yet because we're letting the space between the floors dry out. Like all insurance contracts they have a legal obligation to extract your money from you and pay for nothing, ever. Worst experience with a company ever.
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Cons:
  • Callcenter
Reason of review:
Problems with payment
Cary Mgb
map-marker Summerville, South Carolina

AHS is making us wait five days to get our Air Conditioner fixed. Also referred us to a hvac company with really bad reviews.

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Updated by user Oct 16, 2016

American Home Shield commented they would look into it, never did. I paid twice to have someone come over and fix the airconditioner.

total 10 days with no airconditioner. I had to purchase a wall unit.

Original review Sep 16, 2016
Our AC was not working, WE finally go someone over to the home the end of the day and he told us the air handler was left open. He slammed it shut and it started working again. Well this keeps happening. We are under warranty to have him come out but he is now tell us it will be four days to come out. AHS said "sorry, he has five days to come out and fix the problem" They do not care that the air conditioner is broken. She told me a supervisor could call me back within 48 hours. 48 hours!!! We have 90s in South Carolina and AHS not only refers out techs that have really BAD REVIEWS but they just do not care out the quality of life. This is what $900 dollars a year buys you!!
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Cons:
  • Customer service told us we had to wait five days
Reason of review:
Bad quality
Anonymous
map-marker Lebanon, Ohio

Poor customer service and response to issues

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two days ago I made what is at a minimum 6 calls on my air conditioning units. This is after 5 years of living in my home. This summer I have made 3 calls. The last two technicians have recommended a replacement of at least one of the units. AHS has NEVER contacted me on any of these recommendations. Today the tech refused to fix the ac unit claiming it needed to be replaced. I am still waiting to hear from AHS on their recommendation. The last 3 days I have spent over 1.5 hours on hold and 45 minutes trying to explain that I was unable to meet the stringent timelines of the contractor. All in all I find this company unwilling to listen from the condescending customer service people to the escalation team that is virtually unimpowered. for the amount of money I spend a year on a home shield I at least expect common courtesy and manners but this not the case. Right now I am sitting in a house that is 91 degrees o due to the Ohio heat wave, dealing with $600 to $800 cooling bills, trying to follow all the proper channels to no avail. All in all severely disappointed with this service and no one at this company seems to care
View full review
Cons:
  • Lacks follow through
  • Bad customer care
  • Long wait time to speak to supervisor
Reason of review:
Poor customer service
Fletcher Bmj
map-marker Washington, District Of Columbia

Worst Insurance ever!

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First call: My AC was broken. AHS denied the replacement of the unit even though the technician told me that there is no possible repair but he cannot say that to AHS. He requested $800,oo (to refill) since AHS does not cover for gas + 100 for the visit. $900,oo for refilling the AC without guarantee that it will work! I call them, I refused this service and change the AC myself. Second call: The AC drainage pipe was clogged in the second floor. the AC repairman bypassed it to an emergency line (that only goes out of the roof) and told me to request a plumber. AHS plumber stated that insurance does not pay enough to do the work. (full replacement of the pipe) and since there is no leak anymore, there is nothing else to do it. Can you believe! Third call: I decided that it is time to cancel this worthless insurance. I checked my account in AHS web site and there is no place where to cancel it. I called, but they told me that they cannot cancel neither transfer me to the cancellations department. They told me that someone will call me. (no calls at all) I called again requesting the phone number of the cancellation department. O surprise, 30 minutes waiting list! Of course they offer a courtesy call in 48 hours... I forgot to mentioned that they only work during business hours central time. Definitely this company is a complete scam, please avoid if possible.
View full review
Loss:
$8000
Cons:
  • Customer service for repair scheduling and following
  • Not honoring the warranty
  • Poor service providers
Reason of review:
Warranty issue

Preferred solution: Full refund

Anonymous
map-marker Richmond, Virginia

WEbsite for appliances replacement

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I was directed to this website and I could not figure which site to go on to provide the company with my decision as to which replacement appliance I wanted delivered. I also had questions concerning the options for selecting a washing machine.

I have been without a washing machine for over a month. There have been 4 repair services done on the machine. Now, I am informed that I need to replace the machine and cannot get a Kenmore. I was told it had to be a GE.

I presently have a Kenmore and would like to have the same as a replacement.

It is hard to get answers as it relates to my options versus accepting the GE that has been offered and the wait time for getting a service representative on the phone is ridiculous!!

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Cons:
  • Long telephone hold times
Reason of review:
Poor customer service
Anonymous
map-marker Naperville, Illinois

American Home Shield - Customer Care Review from Naperville, Illinois

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When appliances break with parts falling off they don't fix them. My fan in freezer broke. The repair man confirmed this. They wouldn't fix the as they said freezer was still cool so only cosmetic! Biggest rip off ever! 55 minutes 27 seconds to get to talk to a customer service person. This is a scam. Sent out a plumber and he told me he wasn't liscensed but was going to get his liscense and I could use him direct because AHS was a complete rip off and tell them to deny all claims. AHS said all plumbers they used are liscened. No they are not. Scary this guy did work on my house.
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Reason of review:
Poor customer service
Anonymous

Bill payment

I keep getting a bill from you people for 100.00 dollars . I called your office about this matter I told the person that contractor didnt even look at or come in my house i told him on day he showed my wife was very sick could he come back on friday he went stomping off never heard from him again. i was told buy your people i had to pay any way i feel this is unfair charge.i dont want leave home shield but i feel no other choice if you people make me pay this its not the money its prinpicalof the bill.please advise if you want me to stay or not.
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Loss:
$100
Reason of review:
Problems with payment

Preferred solution: Let the company propose a solution

Anonymous
map-marker Plano, Texas

Wrong and unfair business practice

At AHS they always refuse to take the responsibility if required work costs more than basic service fee. Plumbing contractors don't want to do a job if it needs more labour and why should they if they are getting their service fee from the customer for not doing anything. If something is covered in the plan it should be done but AHS refuses to cover it with some unreasonable excuse. Very unethical Company. Customer Service is extremely poor as they put you on hold forever and then provide the basic yes/no answers , no one is willing to listen or do something about your concerns. When i complained about the policy for non-coverage customer service Rep tried to tell me to cancel the service.
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Cons:
  • Dishonest contractors
Reason of review:
Warranty issue

Preferred solution: I have paid the service fee and still have to get the problem fixed although it is for a covered item in my contract.

Kiyah Scz
map-marker Nacogdoches, Texas

American Home Shield - Home Warranty Review from Nacogdoches, Texas

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I'm reading these reviews and wondering if it's the difference in the plans people have chosen that is the issue. We have had them going on a year and have had wonderful Experiances. In the beginning the sales person told us a shop was covered (I specifically asked and would have added it) they listened to our recorded calls and notes, and honored I even tho I offered to pay the extra to ensure it was all they time. Very impressed with that. Then a water heater blew shortly after purchase, replaced no issues- then after a storm all the lights in our shop blew, 9 ballast had to be replaced as well as 2 fans that stopped and some outside lights, - no issues. We had some leaks with almost every plumbing component inside- fixed no issues- an AC issue which I'm not sure is actually fixed all the way... But again not their fault it would be the tech that came out- now our washer is out... This has been a pain in the *** but it was a Sears issue not AHS. So it's been a long wait to get it fixed, finally we found today it will be replaced.. Hopefully that goes well.. I'm Not sure how that works- I just pray it has the same size tub and setting as we use them all! I don't foresee a problem with our past experience going so well- and highly recommend them to everyone we know purchasing their homes. Our renewal is due and we fully intend to keep them for as long as we can, it has been 100% worth the investment. With all the negativity, I'm reading while trying to see how the replacement works- I thought they could use a little positivity from a happy customer.
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Reason of review:
Poor customer service
Anonymous
map-marker Gainesville, Florida

PAID over $4000 IN 9 YEARS AND NO NEW AIR CONDITIONER

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Every year since 2006 I paid my bills ($4,000) doing what was required of me to maintain my home warranty insurance with AHS. In return, I expected excellent service from a company that promised to protect me.

I signed up with AHS because the air conditioning unit was 20 years old and original to the condo I purchased in 2006. Every year since 2007 the unit has needed service and several different vendors came out to repair the unit. However, the last vendor informed me that the unit needed to be replaced and AHS was refusing to replace it. Evidently, the condensing coils were bent restricting air flow and this was not considered normal wear and tear by AHS.

After much research I found out that in 2010 a technician reported to AHS that the coils were dented. Why at that point, didn't AHS notify me to let me know that they would not pay for a new unit when the time came. Instead, for the next 6 years different technicians just keep the unit limping along? During this time I paid AHS for another 5 years costing me $2401.

I have called AHS several times and written a few letters but never got satisfaction. I recently paid for a new air conditioner costing me over $4,000.

DO NOT WASTE YOUR MONEY on AHS THEY ARE A RIP OFF WHEN IT COMES TO REPLACING BIG ITEMS.

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Loss:
$4320
Cons:
  • Breach of contract
Reason of review:
Not as described/ advertised

Preferred solution: Full refund

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