State: Arkansas Product: American Home Shield Homeowners Policy Claim Clear all filters (2 of 134 reviews match)
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American Home Shield - Trying to get service

1.1
Details
I had a leak water pouring from bedroom ceiling. Called no answer it was Sat night. Opened ticket on line. Called on monday. Plumber said he knocked on door on tues morning. Think he was at wrong house. Dog never barked did not hear anything. On hold for over hour. Still have no anwers but they can. Put in their charge. For work not done. Cancelling contract. BS COMPANY
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Author
Location
Lake Hamilton, Arkansas
Service
American Home Shield Homeowners Policy Claim
Reason of review
Order processing issue
Review #1072779 is a subjective opinion of poster.
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American Home Shield - Useless.

1.5
Details
My experience with American Home Shield. Up until this point I generally have not had any substantial complaints about this home warranty company. However, on Saturday around 1900 we smelled a burning smell coming from the garage, then the smoke detectors started going off. I called the fire department and it turns out our circuit breaker box burned up and we lost power to the entire house. Being that it is mid 90s in Virginia and we have little six month old Ryan to take care of, we needed power restored as soon as possible. I called AHS and was on hold for an hour. A representative finally picked up and said that due to not having power it was an expedited request and a contractor would be out there that night. Liz has to take Ryan up to his grandparents house due to the fact it's nearly 90 degrees inside our house. I get a text saying the contractor, Butler electrical, would be calling me soon. Midnight rolls around and I have heard nothing. I call Butler, supposedly a 24 hour emergency electrician, and get voicemail. I try several times and get no response. At this point I call AHS again and am on hold for 90 minutes. I have to sit in my car with it running because my phone battery was dying at this point. Someone finally connects and said she would try to contact the company. She gets back on the line and assures me they would be out in the morning and if they aren't there by 8 to call back. 8 rolls around with no contractor. I call back and this time only have a ten minute hold. After arguing with the representative I convince them to let me find my own contractor. I use Michael & Son Services Richmond, who promptly responds. He examines the breaker box and finds that the entire unit needs to be replaced and several other tasks need to be completed to bring the electrical system up to code. AHS requires a breakdown of the job from the contractor before they approve it. I called them and again sat on hold for 45 minutes. The representative who answered said I did not have authorization to use an outside contractor. After correcting her she digs through the notes for ten minutes and finally finds the annotation. At this point the technician gives her the breakdown of the cost, which was over 3 grand. She began arguing with him about why he couldn't just fix the existing breaker. When he explained that was impossible due to that type and brand of box being out of production for 25 YEARS and of course the fact that THE BOX CAUGHT ON FIRE AND BURNED UP she finally said she understood but couldn't authorize the dollar amount and it would require a supervisor. She said that there were none in the building and I would have to wait until the next day. At this point it's 1pm on Sunday. I ask to leave a voicemail for a supervisor who was supposedly coming in at 3pm and did so, and I still haven't received a call back. I called the main line again and after another long wait finally told the woman on the phone I needed power and was going to have Michael and Son start the job. She said that was fine but the dollar amount exceeded their expectations and they may not cover the difference between their standard job rate and what Michael and Son was charging. I told her I could figure that out later but needed electricity so I wanted to get it done. She said I was good to go so he completed the job. I tried calling back that night to get the job paid for and was told that no one was there that could authorize it. I again asked to speak to a supervisor and my number was taken down. Still to the minute I am writing this have not received a call. Fast forward to yesterday, Monday. I call around noon on my lunch break. I am on hold an hour and twenty minutes before someone answers. I asked to be transferred to the authorization department and she told me no. She said that because I was not disputing a rejection I couldn't talk to them. When I informed her that the department itself had asked me to call them back she just said she wasn't going to transfer me. At this point my patience is gone. I tried one more time explaining what was happening and she tried to dismiss me by saying that since the work was completed that they wouldn't pay anything out DESPITE THE FACT THE REP FROM THE AUTHORIZATION DEPARTMENT SAID I WAS GOOD TO GO. I tried explaining my frustration and she tried to get me off the phone. I asked to speak with her supervisor and I was placed on hold again. After another 30 minutes elapsed, brining my total call time to two hours and five minutes, she came back on and said something I couldn't believe I was hearing. If you're still reading this sit down it's going to blow you away. This insufferable representative from this god forsaken company told me that I had reached the maximum time I was allowed to be on hold and a supervisor would call me back. Click. Here I sit, 20 hours after that most recent call. I tried calling back last night and was on hold for an hour before giving up. The practices by American Home Shield are disgusting, dirty, and outright fraud. We purchased the warranty for peace of mind but if left to their devices I STILL wouldn't have power. Check the BBB site and see that I'm far from the only person with these issues. If you are considering using them, please find another company.
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Author
Location
Lake Hamilton, Arkansas
Service
American Home Shield Homeowners Policy Claim
Reason of review
Order processing issue
Review #1072699 is a subjective opinion of poster.