American Home Shield
Reviews and Complaints
American Home Shield Air Conditioner Repair Review from Hanford, California
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.
Preferred solution: Let the company propose a solution
Review in Household Services category from Southwest Brevard Cnty, Florida
Special place in *** for this company....
Another big let down from Am Home Shld
- Quick response from contractor
- Online service request feature
- Too long of wait on the phone
Preferred solution: Full refund
American Home Shield:Not a Guarantee
- Delay in processing and unethical practices
Preferred solution: Let the company propose a solution
Hard to contact
- Very poor customer service
- Take diagnosis and interpret only in their best interest
- Being on hold for endless hours
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.
Preferred solution: Abide by your contract!
Service and wait time on hold
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!!!!!!!
- Damages by providers
- Cant speak with manager
Poor customer service
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!!!!
THE WORST
- Slow response
American Home Shield Customer Care Review from Mission Viejo, California
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Verified Reviewer | San Diego, CaliforniaNon existent service
can someone tell me how they stay in business....still no refrigerator repair going on 2 months
- Not being problem solvers
- No supervisors to talk to
- No call backs
Customer service
- Wait time on phone
Preferred solution: Let the company propose a solution
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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.