Anel A Cxr

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Verified Reviewer
| map-marker Memphis, Tennessee

Lack of Service

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On 11/28/23, a HVAC contractor advised AHS I was in need of a new air handler system. Then a second opinion was requested and on 12/7/23, another contractor advised AHS the same thing.

Nothing was taken care of. Then I ordered another request and paid another $125 service fee. This new contractor, again, on 8/19/24 agreed with the two previous contractors. I accepted the charges not covered, but, yet, after 19 days and having insufficient AC in Texas heat with children and pets, AHS has yet to approve the replacement.

I have contacted them several times via phone and chat and just receive "Someone will call you in 24 hours" or "It's still pending approval" and "We are requesting a second opinion" Despite already having 3 opinions.

Their only care is about money and not the customer's needs. Incompetent all around.

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Preferred solution: Replacement of air handler

User's recommendation: Run don't walk from this company

Jay F Afu

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Verified Buyer
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Verified Reviewer
| map-marker Memphis, Tennessee

Horrible aervice

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Contains 1 confidential file for company representatives
Updated by user Jul 11, 2024

Horrible experience

Original review Jul 11, 2024
Had a clogged septic pipe and water leaking into basement . Called AHS for service request.

Was assigned a contractor who I had a prior experience before on another issue . Took 4 days to arrive and I said that to representative , he told me that was the only contractor in my area and to call them directly to get appt . Well I did and was told they may not get there for 2 days ! Sewer Water is leaking leaking !!
Call a local plumber and sent him a pic of leaking pipe and he diagnosed it as a clogged septic pipe and could be here at my house in half an hour .btw this is 730 at night .

I called AHS contractor back w diagnosis and was told by their contractor that they dont do clogged septic pipes.
Contractor I called arrived in 20 minutes and repair was made in 1.5 hours and charged 350$ . Now AHS refuses to reimburse me !!!

Their comment to me was how do we know what work was done !!??? How dare they call me a liar !!
Service stinks !!
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Loss:
$350

Preferred solution: Full refund

User's recommendation: Don’t use AHS !!!

Herminia C Rca

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Verified Reviewer
| map-marker Phoenix, Arizona

Consumer fraud

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Updated by user Sep 16, 2024

Which one - the Philippines one or the current one?

Original review Sep 08, 2024
"I have been with Arizona Home Shield (AHS) for four years and am generally satisfied with their service. However, Ive noticed that while their contractors may not be the best, the job gets done.

Recently, my AC stopped working, and I contacted AHS. They approved the repair, but I had to pay for the Freon. This is where the issue began. The contractor wanted to charge $150 per pound of Freon, estimating that I would need 5 to 8 pounds.

After researching, I found that a 25-pound container of Freon costs $345.
I spoke with an AHS agent, who informed me that I could opt for a cash-in-lieu offer. I requested a second contractor, but AHS only works with one. On August 16, I received an email from AHS stating that they had sent the cash-in-lieu payment and that I should contact them if I didnt receive it within 10 business days. Theyre telling me it could take up to 30 days, which contradicts their previous communication.

This delay is unacceptable.
The heat is unbearable, and I am a 71-year-old woman with heart failure.

This could be life-threatening. I want the payment and AHS to replace my AC immediately due to the hardship theyve caused.
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Gissele Vnt

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Verified Reviewer
| map-marker Fayetteville, North Carolina

Price hike

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I just received a price hike of like 20 dollars for same plan? That is high. I have been a loyal customer but that is excessive.

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User's recommendation: Drop plan if it keeps raising

Seneca Bij

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Verified Reviewer

Trying to get a payout on my range for which the installer can not get parts for

The installer has called and has sent all the paperwork to the company but I keep getting the run around from them as they are claiming they have not received any paperwork and that they need the technician to call again . I have been waiting 7 months to get my range fixed

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Gaberial Pet
map-marker Morrison, Illinois

Charged for a service call yet no one has shown

Still waiting for someone to check my furnace

I have been waiting a week and it's getting cold

Please send someone to see what's wrong with furnace

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Isaiah S Khd

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Verified Reviewer
| map-marker Sheboygan, Wisconsin

To cancel policy

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Told to call back one to two days before contract ends.I simply wanted to make sure that they didn't renew the contract, but was told it didn't work that way. They either had to cancel it now or wait one to two days before the contract end to make sure it is not renewed. Makes me wonder if they hope I don't remember to call back and they can get another payment.

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User's recommendation: Make sure you make them spell out exactly what type (s) of well tank is covered. I thought mine was covered, but they said it was not. Said they covered a different one.

Darrick B Lgw

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Unauthorized payment

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Refusing to refund an unauthorized payment, even though the recorded phone call proves that I should have been refunded.

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Loss:
$135

Preferred solution: Full refund

Herminia C Rca

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Verified Reviewer

Consumer fraud

I have been with Arizona Home Shield (AHS) for four years and am generally satisfied with their service. However, I've noticed that while their contractors may not be the best, the job gets done.

Recently, my AC stopped working, and I contacted AHS. They approved the repair, but I had to pay for the Freon. This is where the issue began. The contractor wanted to charge $150 per pound of Freon, estimating that I would need 5 to 8 pounds.

After researching, I found that a 25-pound container of Freon costs $345.

I spoke with an AHS agent, who informed me I could opt for a cash-in-lieu offer. I requested a second contractor, but AHS only works with one. On August 16, I received an email from AHS stating that they had sent the cash-in-lieu payment and that I should contact them if I didn't receive it within 10 business days. They're telling me it could take up to 30 days, which contradicts their previous communication.

This delay is unacceptable.

The heat is unbearable, and I am a 71-year-old woman with heart failure.

This could be life-threatening. I want the payment and AHS to replace my AC immediately due to the hardship they've caused.

View full review
Loss:
$1700
Pros:
  • Peace of mind
Cons:
  • Fair to poor contractors

Preferred solution: full replacement of my ac unit.

User's recommendation: I am going on social media tomorrow to complain about this company.

2 comments
Rehan P Bei

daimand 100****

Rehan P Bei

free fire diamond please garena 100000 daimand

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toni G Kfq

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No service ac broken for awhile they keep escalating but I can't get it resolved

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The AC broke and is blowing hot air. The technician stated that the breaker needs repair, but he can't fix it.

I'm not getting an electrician to fix the breaker. Going back and forth with representatives and escalating the issue for about a month has yielded no results. Our smoke alarms have been going off because the house is too hot. We had the Red Cross come to the house to turn off the smoke alarms, and they stated they will reconnect our smoke alarms when the AC is fixed.

The house is too hot. So, what service do you provide if I've been paying, and there is no service?

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Pros:
  • Answer calls
Cons:
  • No resolution to issue

Preferred solution: Want my ac and breaker repaired

User's recommendation: Don’t buy American home shield

Resolved
Josephine C Nxh

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Verified Reviewer

Resolved: Confused about policy procedures and inaccurate or.ommited information

Updated by user Jul 08, 2024

Company fixed the issue and I have been provided with apology.

Original review Jun 20, 2024
on Jan 11 th of 2024 . And it's been quite eye-opening .

So we called our Home warranty company who hires a qualified licensed subcontractor subcontractor who comes out.to make.a.diagnostic and file.their report . So apparently my tech advised I needed a replacement. And decided.to.repair this stovetop with parts not available, so I'm advised that they actually need them parts in my stove to rebuild those parts. ?

And it's a 10 to 14 weeks process. So l on March my parts were removed my 10.to 14 weeks begin, so I thought . I Called AHS so many times and chatted with Front Door to complain on chat to have a transcript and they always said.some.one.woukd.be I. Touch I 24 to 48 hours !

Not so . And this went on for about 3 weeks . And still no estimate time and no updates . So out of frustration and.

Wanting answers about AHS having to .show transparency and why they never gave me options and.just took my parts and make wait till the parts were done. So I questioned there method of repair vs replacement due to no parts.available. ok so on June 11 I contacted Ca Insurance Agency with an Inquiry and on the.12.th I submitted my issue to some site and Pissed Consumer reached out and on June 13 we received an email from AHS would th and email from executive office saying they are aware of issues and are investigating and.will.be.in.touch . And on June 18 I get a call from Pro appliance the subcontracted that AHS approved the replacement for.thw stove to and same.day
We got.email confirmation and link and.were.able to.get.one.

it same type and I'm.happiy. And they have giving us all the information to make it a
Replacement. So hopefully I will.have.my
New stovetop ready and working by July 3rd. I wasn't expecting such a quick response .

And after have to wait 6 months for parts. And then in a week an approved replacement? I'm not sure what happened. It was on my dashboard it was finally updated.

And I the ad mentioned who was the person who I could ask about more info for the customer. And my dashboard said repair complete . And they were check off. I think with Pro Appliance it was .d we have another for replacement.

I am still following up with CA insurance agency. To know if my complaint was Justified
And to let them know the outcome. Our Journey is almost over, when I have the stovetop up and running . The end and I'm happy.

Thank you for your help in this .

And I'm not sure I will know what got this ball rolling, but glad it did . Josephine
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User's recommendation: Just know your policy works . I was just persistent.

Hartley Lsm

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Verified Reviewer
| map-marker Clovis, New Mexico

Poor customer service

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AHS does not have a vendor in our town. We have tried the out of town vendor but it is difficult to get timely and reliable service from an out of town provider.

Our local provider was willing to do the work and accept the reimbursement offered to vendor. AHS would not discuss this with me and the customer service representative hung up on me when I asked to speak to a supervisor.

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User's recommendation: Read the fine print

Ci C Ixp

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Breach of contract/destruction of property

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Why is it IMPOSSIBLE to get a number for frontdoor's corporate office? I have been dealing with American home shield for going on 4 months to have my washer repaired.

The initial work order was contracted out to whirlpool (who only supplies parts) who then contracted out to Lewis Appliance. Lewis appliance came out two weeks later after I filed the initial claim to have my washer fixed, and the service guy Joe literally took my entire washer apart, banged on it with a 4x4 piece of wood saying he couldn't get a certain part off, and when that didn't work, he put all of the pieces back in to the basket of my washer and said he had to order more parts and left. We waited...and waited...and finally called after weeks of hearing nothing and we were told that if we called again we would be waiting even longer because they weren't going to put the order in for another 2 weeks. We were treated horribly by AHS, whirlpool, and especially Lewis appliance.

We requested Lewis appliance not come back on to our property after the things they said and did, and wanted to go with another contractor. By this time it had already been 2 months since I filed the claim. AHS made us pay ANOTHER fee for a new contractor, who was Mr. Appliance.

Mr. Appliance came out, they were very professional and did things properly. They estimated that to fix the washer it would be OVER $2000 worth because of the damage that Lewis appliance did. AHS denied the claim saying they were not responsible for damage done by a contractor.

WRONG. I spoke with atleast 20 different people through many many MANY phone calls and hours of relaying what's happened over and over to so many people. Finally spoke with someone in the escalations department at AHS who reached out to contractor relations at AHS, and waited almost 3 weeks to hear back from contractor relations who stated that Lewis appliance needed to return to my home to put the parts back on my washer. I repeatedly said I didn't feel safe with them coming to my home, didn't want them on my property, and repeatedly asked for a new appliance company.

I was denied and told only Lewis appliance could come out. We were lied to by whirlpool that Lewis appliance was the only contractor in the area that was certified with them. We researched and found almost 15 other appliance repair companies in the same area that were also whirlpool certified. A second request was made through AHS to whirlpool to have my washer fixed, and I PLEADED with AHS to state to whirlpool that Lewis appliance was NOT to be used, especially since they threatened me, made unannounced visits at 8am, and left me threatening voice-mail messages.

Whirlpool immediately contracted Lewis appliance AGAIN. this was 2 weeks ago. I have received no phone calls or emails from whirlpool. I contacted AHS again for the 50th time, and they put in ANOTHER contractor relations request, and I was told I would receive a call last Friday.

It's now Wednesday and I've received no call. I have been hung up on MULTIPLE TIMES by customer support through AHS. I have been lied to by customer service through AHS. They say they'll call, and no one calls.

They have a script that they stick to and they won't give you any supervisors number or way to speak with anyone higher up to resolve issues. They put you in the endless circle of runaround. Here it is, 4 months later, and I have a completely busted washer that originally only required a new gear box/motor, that is 100% non-functioning. I'm being told it's not their fault.

This is literally a scam and breach of contract. I've paid 2 service fees and was denied a refund despite no one ever fixing anything, and instead destroying my property. I've tried multiple times to get ahold of frontdoor to get this issue resolved, to no avail. What has been done to me is illegal, and I'm being forced to take legal recourse.

Being forced to involve law enforcement. If this was right then that means they can go to anyone's home, destroy their property, and turn around and deny the claims stating they don't cover contractor damage.

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Loss:
$2000

Preferred solution: REPLACE MY WASHER!!

2 comments
Guest

Stay on them and get the work done and you should pay nothing. If you have to, do a civil law suit and take them to court and make them pay everything.

This company needs to be banned from providing these services. Too many legitimate and verified complaints against them.

Guest
reply icon Replying to comment of Guest-2540466

I did exactly that! I filed a civil suit against them on the day I wrote this, and received a letter from a customer relations person about a month later stating they would replace the washer.

I waited almost 6 months for a washer that was covered under their own policy that could have been replaced within weeks.

This company used to be good, now it's the biggest scam I've ever come across. It shouldn't have ever needed to go that far where it involved police reports and lawsuits.

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Ali H Bkg

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Verified Reviewer

Dishwasher and high blood pressure

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I've been getting the runaround from AHS for two months regarding a broken dishwasher. They sent two technicians to try to fix it in vain.

Two months later, it's still not cleaning dishes. Very frustrating.

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Preferred solution: Replace with new dishwasher

User's recommendation: Avoid like the plague

wyrenutt G

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UNABLE TO CHANGE THE ASSIGNED SERVICE PRO CONTRACTOR

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My HVAC (on the roof) failed, and I was aware of that. The contractor arrived on schedule.

As the work progressed, I noticed certain aspects of their execution which led me to question their competence to replace the HVAC system. I reached out to AHS the same day and requested a change in service provider. However, due to a language barrier, the customer service employee was unable or unwilling to assist me. The following week, I was approached by AHS for an estimate on the repairs.

I vehemently protested, stating that I did not want the assigned service provider to replace my HVAC. Some of the extra charges outside of our contract seemed as if the contractor was inflating the bill. The customer service representative, whose first language was not English, gave me two choices: either to accept the assigned contractor or opt for a cash payout and find someone else. This was in the midst of summer, with temperatures soaring above 100 degrees forecasted for multiple days.

It would be challenging to find someone else to do the work at short notice, especially for the amount I would receive. Under protest, I accepted the extra out-of-contract costs and their inability to assign a different contractor. I intended to keep a close eye on the work performed by the contractor.

I am still unaware of the repair timeline. I attempted to reach out to the contractor via their 800 number, which led me to an unresponsive voicemail that didn't provide any details about the recipient - a significant red flag in my opinion.

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Pros:
  • There are no pros
Cons:
  • English is not the first language for customer service reps

Preferred solution: Provide an option to assign another contractor to do the repairs or work if the customer feels they do not trust the contractor and not a Cash payout and the customer has to find someone.

User's recommendation: Do not trust and do a full check on the assigned contractor