Lexis Bxl
map-marker Hanford, California

American Home Shield Air Conditioner Repair Review from Hanford, California

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Our initial service request was put in on 5/12/16. It is now 6/7/16 and we still have no air conditioner in triple digit heat. We feel like an address and a file number instead of a family with a 2 year old child. First company sent out was a no show, second company was "busy" and had to stop their job and restart the whole process again with the now 3rd company. We've been waiting on the phone or speaking to respresentatives for hours over the past few weeks. The wait times are extremely frustrating and have never lasted less than 20 minutes. We feel we are told a different story every time regarding a part and keep getting offered a cash out value instead. It seems they want to wash their hands clean of this situation. We were last told a part was going to take 10-14 days to get here and we are waiting again. It's 102 here today with no sign of the heat letting up. We've held our end of the contract but AHS has failed to do theirs.
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Reason of review:
Order processing issue
Anonymous
map-marker District Heights, Maryland

Run!

I've been with American Home Shields for 8 years. After the 2nd yr.

I've had to call them each year sometimes twice in 1 summer about my air conditioner. The tech won't or can't do the job. Finally get one that did a complete inspection said part needs to be replace was told by AHS they were sending someone else to confirm they (other co.) didn't even check told me it's going to be repaired again and that AHS is not in the business of replacing just repairing. Than received email from AHS saying I have to pay for all the freon.

The company that said coil needs to be replace was charging me $690 for the freon but the second company said said it will be repaired said my cost for freon will be over $1,200. Of course I go email shortly after from AHS saying they were going with 2nd company. Costing me double but they they're saving I guess that's what important to them. And please don't think about calling to get any assistance, it's not going to happen.

Apologetic, 1 rep. had me on phone for 2 hrs. promised she was going to help and that it was not fair what I was going through. Each time I call I always start out with "if we get cut off can you call me back" oh yes.

Lol. Call her at 5pm at 7pm got a recording person answer asked how can she help me.

I told her she couldn't, explained what had just happened and said goodbye. Time to cut my losses and find a company who cares about their customers.

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Reason of review:
All the above

Preferred solution: Let the company propose a solution

1 comment
Guest

I had a similar experience with my AC. All these home protection policies are a big scam.

The repair people didn't not know how to diagnose properly, I had the failure 3x as they replaced thevcrappy pert time after time. My advise run as fast as you can and NEVER sign onto to this BS so called coverage.

People keep your money. BTW you cannot even email AHS because they don't want records of their shady ways.

Anonymous
map-marker Southwest Brevard Cnty, Florida

Review in Household Services category from Southwest Brevard Cnty, Florida

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So far it has been a terrible experience!!! Our 30 year old refrigerator stopped working about 3 weeks ago. Since then American Home Sheild has sent 2 repairmen to try to fix it. Both have said it could not be fixed. Now they are sending yet another repairman tomorrow!!! Meanwhile, we have been without a refrigerator for over 3 weeks!!!! And I'm sure the cost of sending 3 repairmen outhascost them more then just replacing it!!! It takes me more then a half hour each time I call to get through to anyone. I have requested to speak to a supervisor and have not heard from one yet. my microwave was supposed to be replaced this week and they brought one that did not fit over my stove, left No paperwork, took it back and now are saying I will have to pay a 85.00 restock before they will help get this replaced!!! This is a service we PAY for!!! It's not a free service!! And we can NOT get them to simply do what they are supposed to - if they can't fix the unit, they will simply replace it!!! ICANT GET THEM TO DO EITHER!!!!! Very frustrating and WILL JOT RENEW AND WILLTELL EVERYONE I CANTO NOT USE THEM ever!!!!
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Reason of review:
Poor customer service
Anonymous
map-marker Charlotte, North Carolina

Special place in *** for this company....

i sincerely can't explain the level of ineptness of this company. Except, i believe they do it on purpose in hopes you drop your policy and then they don't have to pay the claim. I guess they assume most folks just have about as much as they can stand and just get things fixed themselves. At 60 days (and yes that is not an exaggeration) since I reported my a/c wasn't working... NOTHING has been done. Promises..we'll be there tomorrow, no call back, staff I have been in contact with are not helpful, don't answer direct questions as to why this hasn't been resolved. The lease amount of time I have spent trying to get someone on the phone at AHS has been 47 mins. The most, one hour 15 mins 37 seconds! The vendor they have assigned has not shown up on more than one occasion. PROMISED me he'd be there today at 9:30... its 10:32 and not a call, nothing. Nothing from AHS. Its a second home for us and I drove 3 hours, again to meet someone..... Seething with rage and anger.. Unless you like to be *** on, lied to, dealt dirty and driven absolutely into a hot rage DO NOT EVER EVER EVER EVER use AHS!
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Reason of review:
Poor customer service
Anonymous
map-marker Vienna, Virginia

Another big let down from Am Home Shld

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It was a simple hot water heater issue. By the time they sent someone, that company, United Air Temp came - I had specifically had them removed from my list of repairmen because of several earlier bad services from them... they wanted a huge amount of money to replace the water heater. So I called a plumber that I trust, bought the heater from Home Depot, and had it replaced for half.(the heater was $495, svc was 400.) I had opted for a "payout"from AHS. I received a check for $258 - ridiculous! After 2 earlier a/c fiascos with AHS regarding the separate contract I had with them for my son's condo, I canceled his, then my mothers, and now I have conceled mine. I called to do that and was put on hold forever...2 X. It has been 20 minutes, still no one answering. Pathetic. I have had this service for 35 years and it used to be good. No More. You have lost 3 contracts from me.
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Loss:
$500
Pros:
  • Quick response from contractor
  • Online service request feature
Cons:
  • Too long of wait on the phone
Reason of review:
Poor customer service

Preferred solution: Full refund

Anonymous
map-marker Parsons, Kansas

American Home Shield:Not a Guarantee

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We have been policy holders with AHS for over 12 years. Mostly because we feel we are stuck. Every time a large appliance goes out in our home they only fix it by replacing parts and putting a bandaid on the problem. The repairmen and companies they use have terrible ratings and do inadequate work. And the time it takes to get something repaired is completely absurd. Our air conditioner has been out now for 5 days, with temperatures over 95 degrees. They are impossible to deal with. I feel like we have been scammed. By the time they actually come to do the work, I will be worn down to just paying whatever they charge me. Definitely not going to waste the money another year.
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Loss:
$6000
Cons:
  • Delay in processing and unethical practices
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

Anonymous
map-marker Charlotte, North Carolina

Hard to contact

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I have been a customer with AHS. I have called over the years few times. After calling each time I have unsatisfied feeling because of extremely hard time trying to reach them to get a simple questions answered. Usually spend at least 10 minutes trying to reach a person to answer a question about contract. Unfortunately even after complaining several times, they have not fixed it. I guess making it tougher for the customer to reach them, limits the incoming calls and therefore better for the company. But unfortunately it also leads to bad customer satisfaction scores. The only time I needed a service, I was able to get 1 within 3 days. When the credit card expiry date changes there were not interested in contacting the customer and rather have the service contract expire which is again customer service.
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Cons:
  • Very poor customer service
  • Take diagnosis and interpret only in their best interest
  • Being on hold for endless hours
Reason of review:
Poor customer service
Anonymous
map-marker Mechanicsville, Virginia

BEWARE: AMERICAN HOME SHIELD INSURANCE FRAUD

This complaint is being filed against American Home Shield of Virginia, Inc. (“AHS”) regarding a breach of contract related to a home warranty policy. I purchased a home warranty contract known as the “3x3 Combo” plan which became effective on March 23, 2016. Under the 3x3 Combo plan, both residential home systems and appliances are included as covered under the policy as of the effective date. The appliances covered include garbage disposals under the policy. Under Section A.2 of my policy, it states the following:

“Coverage under this contract includes normal wear and tear malfunctions during the contract term (as defined in Section B). Coverage under this contract also includes malfunctions of covered items which occur during the contract term resulting from the following situations prior to and during the contract term:

Insufficient maintenance, rust, corrosion, or sediment;

Improper installations, repairs, or modifications;

Mismatched systems where the indoor and outdoor units were not property matched to each other in capacity or efficiency for proper operation; and

Undetectable pre-existing conditions which are defects or mechanical failures that could not have been detected by visual inspection AND / OR simple mechanical test. A visual inspection of the covered items verifies that it appears structurally intact and without damage or missing parts that would indicate inoperability. A simple mechanical test is defined as turning the item on and off to ensure that it is operational. While turned on, the item should operate without causing damage, irregular sounds, smoke, or other abnormal outcomes.”

I moved into the residence covered by the AHS 3x3 Combo plan on March 24, 2016 after having visually inspected all systems in the home prior to closing on March 21, 2016. Prior to obtaining the AHS warranty policy, I confirmed with AHS that no special inspection would be required by AHS and that all systems covered under the 3x3 Combo plan would be covered under the policy as of the effective date of the policy.

Between March 24, 2016 and April 17, 2016, the systems and appliances in my home worked flawlessly; however, on April 17, 2016, I noticed a small leak coming from the bottom of my kitchen, under-sink garbage disposal. This was the first time a leak had occurred, and so I proceeded to file a claim under my AHS policy. On the morning of April 18, 2016, AHS sent a firm called Total Plumbing, Inc. to my home to repair the garbage disposal. The technician for Total Plumbing Inc. opened the doors to the kitchen sink, and without even turning on the water or the garbage disposal, said, “This is not covered. This is not going to work out for you and I have to call your insurance company.” Without even establishing that there was a leak or where the leak was coming from, the technician said there was a crack in the garbage disposal that, “must have been there before we moved in.” Per Section A.2(d) of my policy, the garbage disposal worked through a simple mechanical test when it was turned off and on with no leaks. Further, Section A.2 of my policy notes coverage of normal wear and tear “following situations prior to and during the contract term.”

The very nature of a garbage disposal is that it vibrates significantly in shredding food debris put down a kitchen sink. AHS is denying the claim on the opinion of a technician who looked at it for 30 seconds without even turning on the water or the garbage disposal and said it must have happened before we moved into the home. AHS has no grounds to make a definitive claim as to when a crack would have occurred in the unit given the mechanical nature of a garbage disposal, and even if there was a pre-existing crack in the disposal, the fact that the unit operated without leaking based on a simple mechanical test per section A.2(d) of the contract provides that the disposal would be covered due to a malfunction that occurred only after the policy covering the appliance became effective.

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Reason of review:
Warranty issue

Preferred solution: Abide by your contract!

1 comment
Guest

Get a second opinion within the 30days of Total Plumbing coming to your home. Its your right.

Anonymous
map-marker Grandview, Missouri

Service and wait time on hold

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I have had this policy for roughly 10 years. Have maybe used it that many times and mostly related to plumbing issues.

Yesterday, it took 3 hours for the me to receive a phone call regarding the service and the fact that the plumber stated that there were tree roots in the line without fully evaluating the line. I had another plumber sent out today and he was able to clear the line and stated that it was mostly sludge and minimal tree root involvement. As of right now, I have been on hold for 40 min. A customer service agent contacted me at 749pm last night and stated that tree roots are not covered.

I know what my contract states, but as I described to the agent what the symptoms of the problem she was not interested in hearing that there was something causing the problem and that the tree roots (a woman's handful amount) found were not the problem. She did not care to hear it. Completely unprofessional and not customer oriented service. I pay for this policy yearly and have paid my deductible each time the warranty has been used and I know that what I have paid is much more than has been spent; especially over a 10 year period.

My policy is due for renewal in 54 days.

I will not be renewing and will be looking at other options. And still on hold!!!!!!!

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Cons:
  • Damages by providers
  • Cant speak with manager
Reason of review:
Service provider is terrible-B & L Plumbing
Anonymous
map-marker Atlanta, Georgia

Poor customer service

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If you have to call them on a claim be prepared to be on hold for 3 to 4 hours, sometimes your call is just dropped after waiting hours to speak to someone. The same is true for the tech they send out, once he finds the issue with your item to be repaired he has to report it to home shield and has to go through the same wait time as you. Bottom line is that it takes a week or two to get your problem solved. Home shield wants to repair your item not replace it. If the first tech can't fix it then they want to send another company out to see if your item can be repaired. This company is a nightmare to work with
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Loss:
$1500
Reason of review:
Poor customer service
Anonymous
map-marker Lincolnton, North Carolina

Run, don't walk, away from the company

I have been with AHS for over a year. We've had a couple of little appliance issues that they have had fixed for us.

No complaints. 6 weeks ago, our refrigerator went out. We have had 4 repairmen come out. All with a different diagnosis, which requires a different part that needs to be ordered.

The last guy, from Sears, says its not repairable and hands me printout that says the same. That was 8 days ago. AHS says they haven't heard from him, so they can't replace it yet. They have "sent Sears an email about it".

I've called daily for the past five days. 30 minute hold times, followed by "their is nothing I can do" (or am willing to do). As soon as they replace my refrigerator, I will cancel.

I never post complaints, but I have never been more frustrated with a company. THEY DON'T CARE!!!!

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Reason of review:
Order processing issue
Anonymous
map-marker Lansdale, Pennsylvania

THE WORST

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I was out of town for 2 days my outside pipe backed up and the overflow came thru the powder room toilet!!! My Mother called Roto Rooter since thats all she knew to call. They were here in an hour fixed the blockage but since the water came thru the toilet the rugs had to be torn out and lower dry wall to get rid of bacteria. I understand what is covered and what isn't. i called AHS and explained what happened and asked thatchy cover the plumbing bill but was denied because they were not called first!!! My mother wouldn't know to call AHS nor could she wait on hold for 35-45 minutes. Also I've not ever had AHS send someone out quickly so all that dirty water would have to wait who knows how long for someone to get here. AHS is not a company that cares 1 little bit about their customers and without customers there is no company! please read all reviews before using AHS as a warrant company. Maybe they are bad who knows i guess BUYER BEWARE should accompany AHS'S ads.
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Cons:
  • Slow response
Reason of review:
Order processing issue
1 comment
Guest

AHS requires you to call them first. You didn't and hired someone on your own to fix the problem.

They are under no obligation to reimburse you. You really need to stop paying for these "warranties." This goes for extended warranties on just about everything. In the long run, it costs you more money than if you just threw out the broken product and bought a new one. Now you know.

Get on with life. And, of course do not renew with AHS.

Anonymous
map-marker Mission Viejo, California

American Home Shield Customer Care Review from Mission Viejo, California

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I have had their contract a few times . They fix stuff which breaks again their service phone support is horrible long wait times. When I called to cancel last time they gave me a $200 credit for customer retention that was nice but then I wasn't happy with what happened after that. They are just ok for major things but I can't see paying $40 a month for something forever then nothing happens or just deal with things when they come up. Anyway I called to cancel today and I still have about 10 paid days left and they said it would cancel immediately hiw is that fair? Thus for CONF me to call back the day before the next payment is due to cancel! I don't really like the customer service the people sent to fix items and anything about these people I won't ever use AGSIN I don't think
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Reason of review:
Return, Exchange or Cancellation Policy
Venie Pyy

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Verified Reviewer
| map-marker San Diego, California

Non existent service

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Updated by user Jul 14, 2016

can someone tell me how they stay in business....still no refrigerator repair going on 2 months

Original review Jun 07, 2016
this is a bogus company. they have a non-working phone number for their corporate headquarters. our refrigerator went out, after one day someone finally called to say they could come on Thursday. when you call the number that does work you are on hold 30 min. there should be a class action lawsuit against this company. based in Memphis but impossible to get the phone number there. how can they stay in business, I have no idea. and if you ask for a manager, mysteriously there is no one available. one time we called they were in a meeting. if I could get a working number other than the one you call for service- I would let them have it.
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Cons:
  • Not being problem solvers
  • No supervisors to talk to
  • No call backs
Reason of review:
Poor customer service
Anonymous
map-marker Macon, Georgia

Customer service

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Without doubt the worst customer service in the industry. At this time I have been on hold for 45 minutes and feel like I have been water boarded for that long listening to them patting themselves on the back for their great service. When my contract is up, you can bet I will go somewhere else for this service. I have used their services before and it took several days to get the item fixed. They sent a service person for 70 miles away rather that using a local service facility. I really don't understand their thinking. I have now been on hold for 49 minutes and the battery is dying.
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Cons:
  • Wait time on phone
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

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