Western Springs, Illinois
Not resolved

American Home Shield really dropped the ball with my air conditioner repair and it could not have come at a worse time. We recently had a rough bout with our newborn child in the hospital with a cardiac and lung issue.

That is why it was especially concerning when our air conditioner went out. The repair required a part that would be easy for the contractor to acquire locally but American Home Shield required the product to be ordered from somewhere specific. We waited a week for the part to come in only to find out that it was never ordered and we would have to wait until the next week. Now we are coming up on a stretch of days in the high 90 temperatures and it is a danger to my child's health.

When I explained the situation to many customer service reps and supervisors and begged them to allow the contractor to get the part locally and repair the AC by the next day, they refused. Waiting 3 weeks to get a AC repaired is not acceptable especially when they screwed up and have an easy way to fix it. In the negative reviews you will see a trend - they always give their standard line "We can't be held responsible for 3rd party.......". After hours of being on hold and complaining to many different people, they finally offered to buy us a window AC unit.

Unfortunately, we have the type of windows that crank out vertically so that does us no good.

Thanks a lot AHS! They are not a company that cares.

Product or Service Mentioned: Air Conditioner Repair.

Reason of review: Order processing issue.

American Home Shield Cons: Long telephone hold times, Wait time on telephone always over 30 minutes, Unethical practices, Lack of responsibility.

  • Numerous calls
  • Home Warrenty
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