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Pissed Consumer Interviews ?

Video interviews are designed to showcase real customer experiences with a variety of companies. They give consumers a chance to tell their side of the story and expand upon their original complaint posted to PissedConsumer.com

American Home shield have worked on an old unit I have multiple times and fixed it with me paying for Freon ect.. and the $100 service fee in November of 2018 the condensing unit began to freeze over with ice, so I called..the came out and said low on Freon, so I paid $400 for Freon.. two weeks later it's froze again, so they said it need a defrost control board, and replaced that item that was covered, a week later, it was froze again.. Now they're saying it physically damaged and they're not going to fix it... So they spen money on it, and had me spend money on it, but when it could not be fixed, they said it's physically damaged, I've done nothing to the unit and nothing's changed sense they were making repairs.Now, I've talked to multiple supervisors, they all agree this is not right, but My air heat pump is still broken..Now they're telling me I'll get a call back 3 times I've been told a supervisor will call me.No one ever does. so now I'm being lied to.
In November 2018, Tuesday, came home to find our garage and laundry room flooded. The 17-year old water heater had failed. Called AHS immediately, gave the all the details, make & model of water heater, etc. The next day waited for a contractor to call to arrange coming to the house to get a professional diagnosis. No call or contact received. Called AHS back to let them know we hadn't been contacted, after waiting on hold for 45 minutes, they gave me the number of the contractor they contacted, I called the contractor and they said they had already contacted AHS and told them they don't service our area. Called AHS back to let them know my findings, and they said not to worry they would contact another contractor. Not sure why they weren't already on this and calling me to let me know. Needless to say, this same behavior went on for 10 ten days, (4) contractors later. They we're never able to find a contractor to service area, or what they referred to as a remote area, out of the metropolitan area. So they gave me authorization with an authorization number to contact a local contractor in the area (we live in a remote mining town in Arizona). I contacted a certified contractor that provides services to the mine, and within one day a certified technician was at the house, diagnosed the hot water heater was leaking internally, not repairable, and had to be replaced. They gave me a quote to replace the water heater, I immediately called AHS let them know the results, and they said they needed the contractor to call them directly with the diagnosis, and the repair ticket details with the cost to replace the water heater. The contractor called AHS three times, only to be put on hold for 30 minutes each time, and was never able to talk to a live agent. I called AHS only to be put on hold for 45 minutes. It's a scam and a gimmick, they want you to hang up and give up. Finally, was able to talk to an agent and they called the contractor while I was waiting on the phone call, thought everything was resolved, I approved for the contractor to come and replaced the water heater. The next day, mailed and faxed all of the documents requested for a full reimbursement (repair ticket & copy of the check).Two months later we received a letter stating our request was rejected because the services were performed without prior approval per "Section C". Absolutely, Not True!AHS also submitted an ACH withdrawal from our checking account in the amount of $100.00 for a service call that was never completed.Over the course of (10) days, at the height of the winter season, several home adjustments were made waiting for AHS to come through; boiled water every day to bathe, cook, went to neighbors houses to shower, went to our jobs at the mine to take showers. None of this was easy, we literally re-arranged our schedules to accommodate AHS policy, knowing in our heats that AHS would do their part in good faith, to find a contractor, and then reimburse for the replacement of the water heater.We have been customers for over (3) years, and this was the first time using the service for a water heater. I do not approve nor recommend AHS services, poor customer service, long hold times, non-response to urgent failures of systems. We have cancelled our services.
By FAR the absolute WORST company I have EVER dealt with. ALWAYS have an hour or MORE wait on hold to speak to ANYONE. I purchased a AHS warranty on the advise of my real estate agent when I purchased my home in Florida. THAT was my first mistake !! I was in the home about 2 months when I realized my heat pump was not blowing cool air causing the unit to run 24/7 resulting in a massive power bill. AHS sent Total Air Care ( another loser of a company) to fix it. $75 thank you very much. I the left in my RV for a 6 month trip around the U.S. Returned in Sept. and my unit was not blowing cool air AGAIN !!! $350 power bill that should have been no more than $125.! Total Air care ( AGAIN !! ) they fixed it again, for about 10 days and it again went on the fritz !! ANOTHER $350 power bill. Total Air came back AGAIN !! Fixed it again !! for another 2 weeks. Then in November we had a cold weekend. GUESS WHAT, NO HEAT !! Spent the entire weekend with the temp in my home around 50*. Can't get a hold of Total Air they or AHS do not answer the phone on weekends. I am telling AHS it is time to replace this unit. NO CHANCE they point the finger at Total Air, Total Air points the finger at AHS. NOW I have to go to small claims court to get some satisfaction. Do yourselves a BIG favor, when someone suggests a AHS warranty, RUN AWAY
Most Helpful
I have discovered how aggrieved homeowners can turn the tables on home warranty companies and beat them at their own game. Please share this with everyone you know. I’m an attorney and after having a problem with my home warranty company, American Home Shield, I...
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83 comments
Anonymous
#1687210

Freon RipOFF. Why can I buy home Freon 410 on the Internet for about $9-$10 a pound, (AHS covers $10 a pound for each pound), but the contractor charges about $70 per pound.

Dang - we all know that they are paying less than $10 per pound for it!!!!!! We homeowners are getting ripped-off and no-one either is doing nothing or can't do anything to STOP this.

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Review
#135027 Review #135027 is a subjective opinion of poster.

American Home Shield - Claim #518717442

Update by user Oct 15

To be honest with you this is the 3rd time I have had a bad experience with your company.

Update by user Oct 15

Also this website is not very user friendly.

Original review posted by user Oct 15

My heat pump was not working so I called you and you sent out Smart Choice. They added refrigerate, made no difference and said the compressor was bad and tried to sell me a new heat pump at $9200. My compressor was still under warranty so Riteway came out and found a low voltage short and replaced verticle evap coil at $1500.33. I have proof of all of this but do not know how to send this on this page I can text it to you if you have a number to text it. I have called quite a few times with no answers.
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Review
#1680974 Review #1680974 is a subjective opinion of poster.
Cons
  • Thirty minute to two hours waiting for customer service
Reason of review
Poor customer service
Loss
$1500
Preferred solution
Full refund

American Home Shield - No Call

1.0
Details
I called in on Friday morning, asked for service. everything was handle was advised by the e-maul I would get a call within 24hrs. But when I call on Monday 10/14/2019 the service advised that the contractor has 48 business hr. So I never got a call from the contractor. So I call the service and asked that they provide a different contractor, due to I needed my washer machine fixed. Using off shore service advisor is very bad. They're rude nasty. can't understand what they're saying. I have been with AHS since 2012 and I have never been treated like this ever. I asked for a supervisor was told there is only 1 and he is busy. I requested a call back. NO HAPPEN WITH THE SERVICE>
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Review
#1680456 Review #1680456 is a subjective opinion of poster.
Reason of review
Poor customer service
Loss
$25
Preferred solution
Let the company propose a solution
Tags
  • Terriable
1.0
Details
There have been a plethora of issues with my most recent work order. The first time it was sent to a contractor that was out of state. He called me to tell me he canceled it and contacted your company to say he was not accepting contracts at the moment. The second time...
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Review
#1679240 Review #1679240 is a subjective opinion of poster.
Reason of review
Poor customer service
Preferred solution
I would like to be able to pick the contractor, have American Home Shield pay them for their services directly (not reimburse me), and have the $75 fee waived for all services related to this issue.

American Home Shield in Jacksonville, Florida - Leak between the bathroom and attic

5.0
Details
They did a great job The company that was on time and professional
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Review
#1678625 Review #1678625 is a subjective opinion of poster.

American Home Shield - Daisyane@bellsouth.net

I took the service over the phone (I was called) and I did agree, but, never received anything, like a confirmation or phone number where to call if something ever happened, I never even thought about it anymore, to me it was just anyone that called and it was not real. I just noticed the comments and I am feeling so much better.
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Review
#1678428 Review #1678428 is a subjective opinion of poster.
1.0
Details
Sent a plumber to find a water leak. This guy eyeballed my toilets any sinks, did not open bathroom cabinets to look at pipes. Asked where water heater was, I showed him and told him it was behind a panel, he said ok and walked away. The kitchen sink hose does not work...
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Review
#1677452 Review #1677452 is a subjective opinion of poster.
Cons
  • Stonewalling over expensive replacement items
  • Lack of providing any service
  • Slow response
Reason of review
Poor customer service
Loss
$5000
Preferred solution
Let the company propose a solution
Tags
  • Home warranties
  • Complaints American Home Shield

American Home Shield in Las Vegas, Nevada - Refund

1.0
Details
Refund is not be taken care of since July 2019 WHY???????????????????????? Susan Zollo
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Review
#1674901 Review #1674901 is a subjective opinion of poster.
Reason of review
Poor customer service
Loss
$75
Preferred solution
Full refund
5.0
Details
I have used American home shield for years.And other then a rude technician which is not American home shields fault . I am completely satisfied, as a matter of fact I did tell them the tech was rude and he never was sent back to my home again. my most resent...
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1 comment
Anonymous
#1759413

This must be an advertisement, or a comment by a realtor or someone who works for AHS. Not a typical home warranty user.

Review
#1674031 Review #1674031 is a subjective opinion of poster.

American Home Shield - Leaking toilet not fixed for over 4 months!!

1.0
Details
I had a leaking toilet that I complained about on May 13,2019. After multiple visits by the contractor assigned, the problem has still not been fixed on October 7, 2019. I have lost money in rent, as well paying for water bills. Have talked and complained to AHS several times. Atrocious customer service.
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Review
#1674002 Review #1674002 is a subjective opinion of poster.
Reason of review
Poor customer service
Loss
$3000
Preferred solution
Full refund

Contact American Home Shield Customer Service

Mailing Address:
American Home Shield Corporation
860 Ridge Lake Blvd.
Memphis, Tennessee 38135
United States
Phone:
(800) 776-4663
All American Home Shield Contacts

Latest Question

American Home Shield Questions
Resolved
1.0
Details
Last winter the motor went out in my inside heating blower. The company they sent out after coming out to survey the problem brought out the wrong motor and came again with the wrong motor again and we never heard from of them again. I had to buy a motor myself and...
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Review
#1673674 Review #1673674 is a subjective opinion of poster.
Reason of review
hidden fees
Loss
$200
Preferred solution
Full refund