This is Sejal Mehta. Please NEVER EVER take warranty from American Home Shield (AHS).
We came back from vacation on November 22nd at 11 pm and as soon as we entered home, we heard water dripping sound and water was on the floor. We heard the sound from water heater, so we realized there must be leakage there. We immediately turned off water supply to the house. We called American Home Shield at 11 pm and told them the emergency situation.
They said some service provider will call us by 6 am next morning November 23rd. No one called us hence I called AHS again at 8 am on Friday morning November 23rd. They said a service provider will call in next 2 hours. They didn’t.
They provided service provided number hence I directly called service provider, they said we will come today. I asked for the time and they said we will let you know. I called ASH at noon as service provide didn’t provide me any time. AHS said again, service provider will get back to you.
I called service provide few times and eventually they came at 4 pm and verified that water heater needs to be replaced and they will come at 9 am next day which is 24th November. On 24th November at 8:30 am, service provide called and he said he couldn’t buy a new water heater as AHS assigned stores are closed today in this area. So I said there are other stores like Home Depot and all which are very close to my home but he said we can’t use any other store to buy except AHS approved stores and he said, we can’t fix it till Tuesday. By this time, we already stayed in a hotel for 2 nights as we had to close complete water supply to our home.
No one is going to reimburse us for that hotel cost. And how AHS’s provide is saying they can’t fix it till Tuesday as AHS approved stores are closed today. It means 3 more nights of stay in hotel which is going to cost us a lot. I called AHS again at 9 am on 24th November, after 25 minutes of hold time, someone picked up and I described my situation and I asked for authorization so that I can reach out outside service contractor and get it reimbursed.
They said hold for a moment, and I was kept on a hold again my called again went to someone totally new so I had to explain my situation again. That person did the same thing after listening to me and put me on hold for 3rd new person to pick up. System was telling me my hold time is 20 minutes. By this time, it was already 45 minutes on call and I got frustrated as they tossed my call from one person to another and they didn’t try to solve at all.
It left me with no choice then I have to get my own service provide and pay for it. Basically, they want me to give up so that they are off the hook.
They are money sucking company who doesn’t provide service and doesn’t follow its own contract. At this point, my husband called at 10:30 am again today and he is since on call with ASH for last 2 hours and they still haven’t provided any authorization to us so that we can find outside contractor.
I promise that I will go to business bureau and consumer court with this complain.
Product or Service Mentioned: American Home Shield Water Heater Warranty.
Reason of review: Poor customer service.
Monetary Loss: $2000.
Preferred solution: Full refund.