Annette C Euh

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Very very poor customer service. Very bad experience trying to get the problem fixed.

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Contacted AHS for a washer that was leaking. AHS sent a service repair person to check the problem.

The repairman was able to identify the problem and ordered parts. Within a week we received a notice of cancellation of the parts. Reached out to AHS once again to clarify issue. AHS sent another repairman out and this time the repairman diagnosed the exact same problem with the washer and ordered the exact same parts.

Once again, the parts were cancelled. Called AHS yet again and they said they needed to reach out to the company who ordered the parts and would get back to us. 2 weeks later we had to call AHS because we had not received any updates. We were told by AHS that the parts were no longer available and would have to get a report from the repair company stating that fact.

Another week goes by and no word from AHS. Called AHS again and they said they would get the report expedited and to call back after a week if we hadnt received any information. Keep in mind when we call its at least 30 minutes to more than and hour going back and forth with the customer service department. In general the person we are speaking to does not have clear english articulation so they are very hard to understand.

They have a scripted answer for us and really dont listen until we have to keep repeating the issue. We called yet again after a week and they say parts are on order and should be received within 14-21days. I reminded them that they can order these parts forever but that they are not available, the order will get cancelled, and we will start this all over again. At this point we resolved that American Home Shield really does not want to replace any appliances and their method is to keep customers in a constant state of where are the parts.

The money we have paid for this service could have purchased a complete set of a washer/ dryer. We have cancelled this contract.

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Loss:
$4
Cons:
  • Take your money but does not uphold their end of the contract

Preferred solution: Cancelled contract for poor service

User's recommendation: Do not AHS for any appliance. This is a scam.

Anonymous
map-marker West Covina, California

Worthless

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garage door spring broke over weekend, checked american home shield, was told contractor would get to me within 24 hours, excluding weekends and holidays. nothing anywhere indicated how to get emergency service,,..

could not get out of garage, had appointments,, so i called for repair service, paid out of pocket,, asked ahs for reimbursement,, was told that is not in guidelines..

have been customer for more than 20 years,, scared to cancel because i know as soon as i do something big is gonna break and id rather fight for that.. truly worthless company anymore,, it used to be really good,, would recommend to all my friends,, not anymore and never again

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User's recommendation: check reviews before you buy/extend your service

michael g Dge

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Verified Reviewer

Water coming out of bottom of refrigerator

Since I have to wait a week for the repair are you responsible for water damage in my kitchen? There is a lot of water on the floor and I am trying to contain it. Thank you.
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Pros:
  • Are usually quick with repair
Cons:
  • Price

Preferred solution: A quick repair of refrigerator

Nekeisha Vmx

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Verified Reviewer

Never installed dishwasher, still in middle of kitchen

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No service , cant get dishwasher installed after delivery, setting in kitchen, no communication at all! Terrible service
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Cons:
  • Lousy service

User's recommendation: Stay away

Grace N Rex

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Verified Reviewer

They will not resolve my water heater issue

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I have had American Home Shields come out several times to repair my water heater each time they have been unsuccessful. They claim that Columbia Gas needs to come out to turn the gas back on so they can test the leak but Columbia Gas says they can test the leak with air that they do not need the gas turned back on to do this.

Columbia Gas came out to check united Air Temp. Work employed by American Home Shield they stated the work was incomplete and that the leak in the water heater was not resolved. Therefore, it been a week now with no hot water and no heat in my home. I cant cook on my stove.and I repeat They, United Sir Temp does not need the gas turned on to compete the leaking gas line on the water heater they can test it with air.

This is a health risk . My husband is non mobile and he is left in the house without heat or hot water to bath. It been a week now.

I need to refer my case to some other officials to get the proper help I have been a long time customer of American Home Shield and I have never had any incident like I am experiencing. I am very disappointed in you.

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Preferred solution: Deliver product or service ordered

Matthew K Jnf

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Verified Reviewer

Unresolved Service Request

American Home Shield - Unresolved Service Request

I have been a customer of AHS for several years and currently have four different properties with contracts. Most of my experience has been positive with your company with one glaring exception that needs to be re-opened and resolved immediately or I will need to consider legal action regarding this matter (and yes I am aware of the arbitration clause in the contract).

I opened a service request for our Samsung refrigerator ice maker in July of 2022.

The issue was that the ice maker was making ice at a rate only about a quarter of the speed as stated by the manufacturer and as the fridge had originally operated since we purchased it. That original problem has never been resolved and the situation was made worse over the course of the service visits since.

Over the last year we had more than five different companies sent out by AHS (over 15 visits) across three separate work orders to try and resolve this (July 14, 2022, Nov 2, 2022, and March 27, 2022). Currently our ice maker is in much worse shape than it ever originally was as the ice maker not only is still slow, but it now won't fully close, makes slush, is stuck in crush mode, leaks water, and the water could potentially ruin the finish on the fridge and our wood floors. Over the course of these 15 or so visits, multiple parts were replaced, including the majority of the ice maker on two separate occasions by two separate companies.

It is unclear to me why AHS continually changed the company doing the servicing, and in one of my conversations with AHS the representative agreed that it seemed to be a mistake that this was happening.

The last company that AHS sent out - Ukon Appliance - showed up and stayed for less than 5 minutes after I explained that multiple other companies had already worked on the ice maker and had attempted to make repairs and had replaced the entirety of the ice maker twice. They left a copy of a work order with me and the man said he would need to talk to his manager to determine next steps. The company then reported back to AHS that this was an original manufacturer defect which is in complete contradiction from his notes on the work order. Further, this company has a reputation of not only being horrible but being accused of fraud in conjunction with companies like AHS where they show up and simply report this back to collect their service fee.

My wife and I have tried contacting this company for more than a month to get their explanation of why they reported this and left over 30 voicemails. Not a single one has been returned. The company doesn't even have a monitored phone, it sends you directly to a voicemail. Their physical address on the website is not an office, it is a residential apartment building.

Their rating on yelp is only 1.5 stars.

This company's report of an original manufacturer defect is a complete lie as they knew first hand that the ice maker had already been replaced per their own paperwork that they left with me.

AHS also knows this is the case given that multiple companies have already tried to work on the ice maker - there are records of parts that have been ordered and replaced multiple times across the three different service requests (even though this all stems from 1 issue that was never resolved). Given all of this AHS needs to re-open this immediately and provide resolution for this issue per the contract or I will be forced to seek legal action and cancel all my current contracts with AHS.

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Preferred solution: My ice maker fixed or fridge replaced.

User's recommendation: Avoid this company and service provider

1 comment
Guest

LOL legal action over an ice maker? Just replace the ice maker you ***

Yolanda L Rbl
map-marker Helotes, Texas

Fixed nothing and ice maker does not work

Refrigerator water was not working and company came out and said we had to take food out and turn it off and try if the water will work because the lines for the water were frozen. What the heck is that? Now my ice maker is not working . My dishwasher was to be fix but it is not working correctly. I want someone else to come and fix .
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Anonymous
map-marker Williamsburg, Virginia

GE Profile Refrigerator

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In July of 2039 We paid the $100 service fee to have a technician from GE service our refrigerator after waiting for several months. They have told us they cannot get the part in any longer. It is now January 2024 and we are still without the refrigerator. We are having a time getting a reimbursement from American home shield. I have spoke to several agents many times and they are not doing anything to help us with the situation.
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User's recommendation: They are good with small quick fixes, but we have had a time with them over our refrigerator

Anonymous
map-marker Portland, Oregon

Poor customer service

We had a leaking hot water heater. AHS dispatched 2 companies out to us to look at it that were not very transparent with their findings.

I say this, as I made a few phone calls to the plumbing companies and would get different answers from different people. The same thing happens when you call AHS. Depends on who you talk to for reliable? or any information at all that will be useful.

Long story short, we waited nearly a month to get the thing fixed, as we declined their contractors. We hired our own, a company we found to be much more trustworthy and very transparent with their findings. AHS did a "cash out" of just $400 for this. Granted, we chose our own company, but we paid $2,000 to have it done right.

Why have a home warranty company when you are arguing and not getting satisfactory results?

We are now cancelling our contract with them. Never again!

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User's recommendation: Don't even bother!

Naeha S

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Verified Reviewer

Unresolved heater thermostat problem for 1 year

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I am writing about an issue with replacing a heater thermostat. Service for this was requested almost a year ago.

After a month of the service request being made and being pushed around by a few contractors, the request was assigned to Puget Electric LLC. The thermostat was replaced with a substandard "Honeywell Home" thermostat that was not even close in quality or features to our original thermostat. That would be okay if the thermostat worked consistently, however, it did not. In both instances of the service visit (first on Dec 13, 2022 and then on Feb 6, 2023), the thermostat worked while the technician was here, then gave intermittent issues (not maintaining the temperature and not coming on automatically), before it stopped working entirely.

I was told by the technician that this thermostat was a placeholder until a better thermostat was approved by AHS, however, the proper thermostat was never installed. There was no follow-up by AHS or Puget Electric LLC, and the case appeared as resolved in my AHS account. I called AHS and let them know that this thermostat was only a placeholder to no avail. It appears that there is no record of what the technician and I spoke about and that a request for approval of a proper thermostat was made to AHS.

There is a complete lack of transparency when I call AHS about this issue. I have also tried to talk to representatives at the AHS escalation department. They are appallingly refractory to the problem and simply drop the call. Now when we need to use heating again, we have had to make a new service request and pay the $100 fee again.

We are being told that AHS cannot issue a recall on the prior service request because it has passed by more than 30 days. The fact however is that the issue was never resolved, a working thermostat was never approved, and despite my requests to AHS, the case appeared resolved online. We urge you to consider this issue as urgent and issue a proper thermostat.

We also ask that the technician scheduled to visit us NOT install a Honeywell Home thermostat again. Please act professionally and move past perfunctory, sub-standard service.

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Preferred solution: Resolve the problem. Install a good quality thermostat.

Rudolf R Vta

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Air conditioner taking forever and still not repared

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1. I started having issues with my home AC unit in March.

We had a few hot days and my AC wasn't cooling. I called AHS for service and a service provider was dispatched. After inspecting the unit the service provider diagnosed the problem as low on Freon. My cost in addition to the $100.00 service call charge would be, I believe $200.00.

I needed my AC to work and paid the additional money.

2. It got cooler for a while and my AC worked OK until the heat came back. After about a month the same problem happened. I called AHS and was advised that because 30 days had expired I would have to pay another $100.00 service call charge.

I did and the same service provider returned. This time I was advised the AC coils had to be cleaned and the cost would be around $800.00 as this is not covered under the AHS protection plan.

3. An alarm went off in my head as I have the system serviced annually. No indications on any of the write ups from San Jose Air indicated a problem.

I called AHS and told them I wanted to get another opinion as to the problem as I didn't trust the diagnosis made by the last service provider. Their original diagnosis and repair did not resolve my problem and that I have had my AC serviced annually. I was advised that AHS needed to have one of their contracted companies do the second opinion and that if diagnosed differently their would be no charge. Burleson AC arrived and after a few minutes advise that the compressor was broken.

In fact as soon as the technician got out of his van he could hear the loud noise coming from the compressor. I asked if the coils needed cleaning. Taking the cover off the compressor he stated it looks clean and is not the issue. We looked at the air handler and it was also relatively clean.

I saved myself an additional $800.00 by getting the second technician to look at the AC.

4. It took a could of days and I got an update from AHS that I needed to pay Burleson an additional $2000.00 for non covered items. Freon would be needed and AHS's max reimbursement is $10.00 per pound.. I paid the $2000.00.

It took AHS almost a week for AHS order the part after I made the payment.

5. It is now July 5, and the compressor still hasn't arrived. I have called AHS time after time and asked to escalate the order. Most of the times a supervisor wasn't available, I was promised a call back that never came.

Three commitments were made as to the delivery date, all passed without delivery of a compressor. Today, after two separate calls to AHS I was given the UPS tracking number and told it would be here on Friday, this for the third time. I took a few minutes to investigate myself, and got the following on the UPS tracking site.

Last Updated: 07/05/2023 9:15 A.M. EST

Shipment DetailsShipment DetailsShipment ProgressShipment Progress

07/03/2023

8:30 P.M.

On Hand at Destination

Orlando, FL, United States

06/29/2023

1:48 P.M. Consignee delayed delivery

Orlando, FL, United States

06/29/2023

11:19 A.M. Out for Delivery

Orlando, FL, United States

06/16/2023

12:02 A.M. Confirmed Arrival

Orlando, FL, United States

06/15/2023

4:05 A.M.

Documents received from shipper

Dallas/Fort Worth, TX, United States

06/15/2023

4:05 A.M. Date Available to Ship

Dallas/Fort Worth, TX, United States

06/15/2023

4:00 A.M. Departure

Dallas/Fort Worth, TX, United States

06/14/2023

4:21 P.M. Received into UPS possession

Dallas/Fort Worth, TX, United States

06/14/2023

12:01 A.M.

ETD from Load Port

Dallas/Fort Worth, TX, United States

Want to see more? With UPS My Choice you can see your full

6. What does "Consignee delayed delivery?? I called UPS and spoke with a service representative.

I was advised that the package, the compressor, delivery was on hold because of a wrong phone number for Burleson. That they tried to deliver twice but Burleson was closed, probably for the 4th of July Holiday. The biggest crux is that if I didn't followup with a 5 minute phone call with UPS the compressor would have probably not have made it to Burleson by this Friday either. - Hopefully it will be here tomorrow, I am sill waiting.

7.

The compressor finally arrived yesterday at Burleson AC. However its missing the parts for the AC company to replace my compressor. I was advised that AHS is going to order the needed parts? With their ordering process I expect it to be another week before the part goes out.

This is unacceptable. I have started to escalate this lack of progress in getting my AC working correctly.

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Preferred solution: I want them to fix my ac and not make me wait weeks longer

User's recommendation: Do you want to be treated like me.

6 comments
Guest

I suggest that all pissed customers have a class lawsuit with this company. AHS is fraudulent and need to be fined.

Guest
reply icon Replying to comment of Guest-2372495

This

Adalyn Jgm

Water heater overflowed. They send a technician out who verbally told us it’s going to need replaced but that we would be hearing back from AHS in a couple days.

3 1/2 weeks later I call AHS to inquire whether they will cover the water heater . They claim to have not heard back from the technician as of yet, and we try to reach back out to him. Another seven days go by and I called the technician myself. Finally to receive a will not cover because my water heater is in the attic.

What does that have to do with covering my water heater. Over six weeks without hot water.

Every claim I have turned in with this company has been denied. Do not do business with this company.

Guest

That is unreal that took months to fix your ac!

Guest

The technician finally arrived today to replace the compressor. Well, it didn’t fix the issue.

There seems to be additional issues with the unit. More weeks of no air in the hottest weather recorded.

I think my 10 years + of paying AHS for service may have been a mistake. Delays delays delays.

Guest

I just want to say that it sounds like everyone is wanting to rip you off. $800 to clean the condenser coils? It takes a garden hose, a bottle of spray cleaner, and about an hour at most.

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Shannon Y Qtm

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Issue not fixed

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American Home Shield - Issue not fixed
Original review Oct 29, 2023
They wont replace my dishwasher and keep saying its my fault that it broke even though I have proof the technician wrote its normal wear and tear.
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Loss:
$700

Preferred solution: Full refund

Anonymous
map-marker Portland, Oregon

Bad customer service

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Cust/service cannot even communicate well.. this company is a Joke l, booking for 2weeks just to fix the water heater I dont think its acceptable and I just called another heating company and they book me same day service at my own cost and AHS NOT REFUNDING ME THE COST DUE I DID NOT GO WITH THEM AFTER THEY TOOK MY DEDUCTIBLE OF $125 now its gonna be a fight to get refunded for deductible and cost for repair NOT RECOMMENDING THIS COMPANY
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User's recommendation: Be smart

Phil D Zit

No customer service

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I tried calling customer service five times and no answer. What am I supposed to do to file a claim if I cant talk to them?
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Preferred solution: Talk to customer service

Anonymous
map-marker Columbus, Ohio

I need to talk with someone

I finally got in touch with a human, but nothing has come of my request. I have not received the follow up phone call that I was told that I would receive. This company seems to just want your money without any actual follow-thru. Cannot wait until September when my contract is up.
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