American Home Shield

After over a month of trying to work with the AHS customer support team via phone, I've been unsuccessful at getting a resolution for my home repairs. On 2/15/23, I filed a claim and paid the fees for repairs needed for my boiler (water heater/home heat, and my master bathtub water faucet. AHS assigned Richards Plumbing Service to my home, and I was contacted after a few days for him to come and inspect the two items. Upon his arrival, he didn't take anything apart to diagnose the issues. He asked what was happening with them, took some notes, and left. Over a week later, he called me and said that he had some parts and would be out to fix them. Upon arrival, he didn't have any parts for the bathtub and still didn't know what was wrong with it. He hadn't taken apart the boiler to determine that the igniter valve was bad but had requested that AHS pay for installing new plumbing for servicing the unit. After not diagnosing the issue, he told me he would have to order a new igniter and new parts for the faucet again. I also told him that the boiler was under warranty and that the manufacturer requires that the technician call them when making repairs to help diagnose the issues, or the warranty would be voided. He ignored my requests and told me he was ordering more parts and would reach back out later. By this point, we were three weeks into my boiler not working and my master bath valve not working. I'd been without heat and had a three-year-old. Considering it's Winter and we live in the mountains, it's unsafe not to have heat, especially with a baby. After expressing my concerns to customer service, they told me there was nothing they could do and because the technician had already been to my home, he was the only one who could service it. I told them that he was asking AHS to pay for parts that he didn't know were broken and that he'd request that AHS install service pipes that weren't needed. I also shared how he would void my warranty because he wasn't following the manufacturer's steps. Again, the agent wouldn't do anything. I asked to speak to a supervisor and was told that none were available because of the call volume but that I'd get a call from one within 24 hours. By that Sunday, the temperatures had dropped below freezing, and my family had no heat. Out of desperation, I called a local company to come out and take a look at the heat. Within 15 minutes, they diagnosed the issue, made a temporary fix, contacted the manufacturer, and ordered a new part. By Tuesday, the heater was working, and I was out $1,100 plus the $100 from AHS. Three days later, I called back and asked for an update. No notes had been taken, so the agent had no idea what I needed. Again, I was told the same thing and again asked for a supervisor. This time, the agent said that if I worked with her and did not speak to a supervisor, she'd refund my $100 and reassign a new technician. As you can imagine, I was furious that I'd been waiting over three weeks and still had no head, and now that I'd asked to speak to a supervisor, the agent wanted to "help." After talking to the supervisor, I was told she could do nothing and that the only option was for the previous tech to be dispatched again. I told them I did not want the technician in my home again and that I didn't trust him in my home or with my equipment. Today, I've paid AHS to send a tech that knew nothing about his work and was causing more damage than repair. I still have no hot water in my bathtub, and I cannot get someone on the phone with AHS willing or interested in helping. The agents on the phone barely speak English which causes a significant communication barrier and lack of empathy. To this day, I still have not heard from AHS and cannot get an English-speaking person to talk with me and my issues. User's recommendation: Choose any other home warranty! AHS is a scam and does not care about the customer once you've paid your fees. Try to find an email address for someone... the only option is to call their customer support team that's located in another country.