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Update by user Sep 22, 2020
09/22/2020 Last week AHS sent me an email stating they had a solution. I called the number provided on the email and when I did I was told they would fix the water heater but I would have to pay an additional $479 to bring the space up to code.
I had a plumber come out and they let me know to bring the space up to code would only cost about $40 to $50. I told AHS that was not acceptable to me so they offered to pay what they were going to pay the plumber but that someone would have to get back to me. Several days passed and finally someone called to let me know that I could have the water heater installed myself but they would only pay $441 toward the cost and that was plumber would have to call AHS so they could be approved to do the work. I explained that it was a 50 gal.
propane water heater and just to replace the unit wholesale it would cost over the $441 they were offering. And their response was essentially to take the $441 or use their plumber (who has terrible reviews on several sites ) and pay them an additional $479. We have been without this water heater for over a month.
At this point I am going to have to pay everything out of pocket and hope AHS honors the $441. Still not satisfied by any means.
Original review posted by user Aug 18, 2020
We put a claim in for a plumbing issue back at the beginning of July, 2020 regarding a plumbing issue. After several calls and reaching out over multiple social media sites we were told to get our own plumber.
It was at this point we were told we would receive a refund of the $75 fee due to all the issues we had. So we did as instructed and the plumber came out and said we had a bad valve on our water heater. They contacted AHS and instead of AHS allowing them to do the work AHS contacted Hays County plumbing. Now for whatever reason the original claim was cancelled and a new claim was created.
The plumber from Hays County Plumbing came out inspected the water heater and confirmed the valve was no good. Then this plumber asked to see our 2nd water heater played around with a few things and left. A day later I notice water coming out of the closet from our 2nd water heater where the plumber was and found a small flood. I contacted AHS and tried to explain this to the people over the phone.
And again reached out on social media after multiple calls and sitting on hold for hours on end. Finally someone on facebook responded and asked me to be patient. I am trying to be patient but it is now 6 days later and I am having to use towel and a shop vac to keep the water from doing any more damage. We did call the plumber from Hays County and their response was they did not touch the 2nd water heater and that is a flat out lie as I watched him do it.
On top of that I am now getting messages that I owe a $75 service fee when I was told it would be refunded and that has not happened either. My wife and I have been with AHS in this house since we bought it 13 years ago. And prior to that I had AHS at my previous residence. The customer service used to be top notch.
At some point AHS started using call centers and I have nothing against using call centers but when there are complex situations there needs to be a way to contact someone who's english is not their primary language.
I have tried to be patient, but I am feeling rather neglected as a paying customer. Regardless of all the issues I have with AHS at the moment I just need to talk to someone and get this leak fixed so it does not do any more damage to my home.
Product or Service Mentioned: American Home Shield Water Heater Warranty.
Preferred solution: Deliver product or service ordered.
American Home Shield Cons: Very poor customer service, Poor vendors response and skill set, Troubleshooting.