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Pissed Consumer Interviews ?

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
76 comments
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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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. D...

Author
Location
Reston, Virginia
Review #135027 is a subjective opinion of poster.
0 comments

American Home Shield - Unknown Charge On My Card

1.0
Details
Saw an unknown charge from them on one of my credit cards. No idea who they are or how they got my card number. Charge was immediately reversed which makes me believe they try to sneak these in elsewhere.
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Author
Reason of review
unauthorized credit card charge
Review #1567703 is a subjective opinion of poster.
1 comment
I wanted my vendor changed because the same one damaged a family members home (on assignment from AHS) and the company hasn't cooperated in repairing and AHS will not assist. I was first told they could not change the vendor and would transfer me to the escalations...
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Anonymous
#1706981

AHS dispatches the vendor with the lowest average cost per claim, regardless of customer’s choice. They only have one or two select “preferred” (by AHS, not the customers!) ve...

Author
Review #1567372 is a subjective opinion of poster.
1 comment
2.1
Details
American Home Shield is a rip off. They lie to sell contracts. I was told, I only had to pay a deductible. When the contract company came to fix my appliance, I had to pay them a service fee. How miss leading. I never received my contract, had to keep calling to get...
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Anonymous
#1707180

The service fee IS the deductible. AHS charges your credit card when you first place a service request, before you ever get scheduled with a tech. The techs used to collect it...

Author
Cons
  • Customer service-reliability
  • Different story each call
Reason of review
Poor customer service
Loss
$150
Preferred solution
Full refund
Review #1567143 is a subjective opinion of poster.
0 comments

American Home Shield - Your home owners can almost do the same!

1.0
Details
Anything that comes standard in the home like septic, pipes, water heater and AC/HVAC unit can be covered by your home owners. Consult your rep for this service. Other than this. AHS is very slow to get things done instead of having a plan in place they take for ever to get quotes and services compete. It’s almost July and I requested back in April my AC to be checked. Then once all was done they found a different company to come and get the service competed.
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Author
Review #1565818 is a subjective opinion of poster.
0 comments

American Home Shield - Terrible Service

1.3
Details
It took 4 weeks and 8 different phone calls to get my compressor fixed. Their customer service is outsourced to Manila and although they were very pleasant they were not worth a damn. Their level 2 support in Authorizations, Purchasing and Shipping in the US are not very good either. Again 4 weeks to be without an AC in May/June in Texas is not good. Stay away from these guys!
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Author
Cons
  • Terrible overall experience
  • Would not expedite when it was their error
  • Customer service is no help and outsourced to manila
Reason of review
Warranty issue
Preferred solution
I dont need anything else. Just want people to know they are terrible.
Review #1565689 is a subjective opinion of poster.
1 comment
1.1
Details
My air conditioner went out on June 21st I called American Home Shield on Friday around 9:30 and voice my complaint and ask them if they would send a representative out they told me they would make it work order and someone will contact me within the next 24 to 48...
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Anonymous
#1706335

Home warranties are not built for speed in an emergency. They are built for cheap or broke people who would rather sacrifice timely service, in exchange for low budget service...

Author
Cons
  • Long wait time for technician appointment
Reason of review
Poor customer service
Preferred solution
Price reduction
Review #1565265 is a subjective opinion of poster.
1 comment
1.0
Details
Our realtor generously offered us a fully paid top of the line Home Warranty for the purchase of our new home in Gastonia, North Carolina. We mistakenly chose American Home shield. Three months into our home purchase our air conditioning system is failing. Instead of...
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Anonymous
#1705830

So you bought the home without negotiating the replacement of the HVAC system, and instead accepted the generous offer of a home warranty. People, don’t fall for this trick wh...

Author
Cons
  • Fraudulent not endorsing the warranty purchased
Reason of review
Warranty issue
Preferred solution
Deliver product or service ordered
Review #1565114 is a subjective opinion of poster.
0 comments
1.0
Details
I purchased a one year warranty from American Home Shield. The warranty covers home appliances, furnace, air conditioner, etc. I filed a claim online regarding my oven with AHS last week. While online, AHS scheduled a service appointment with GE, and I paid AHS the...
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Author
Reason of review
Poor customer service
Loss
$795
Preferred solution
Let the company propose a solution
Review #1564802 is a subjective opinion of poster.
0 comments

American Home Shield - 15 days and refrigerator still not running

Called 06/05/19 Refrigerator not cooling. A tech arrived 06/06/19 determined fan not running to circulate the air from freezer to refrigerator. Ordered part. Part came 5 days later. Different tech came to install. Still not working, and determined Mother board not working. Part came 6 days later. Called complained 06/17/09 and promised service would be done by Wed 06/19/19 and would be compensated for the excessive lost of use, but I have not. I am 79 years old and due to no refrigerator I am unable to have milk, juice, veggies, fruit, loss of med's that need to be refrigerated in my house due to no refrigerator. Called Ahs and notified part arrived 06/19/19 but no tech to do repair. 06/20/19 Still no repair completed.
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Author
Pros
  • Prompt initial service
Cons
  • No refrigerator for over 2 weeks and customer service response
  • See above
Reason of review
Poor customer service
Loss
$300
Preferred solution
Deliver product or service ordered
Tags
  • Supervisor Did Not Follow Up
Review #1563820 is a subjective opinion of poster.

Contact American Home Shield Customer Service

Mailing Address:
American Home Shield Corporation
150 Peabody Place Suite 300
Memphis, Tennessee 38103
United States
Phone:
(800) 776-4663
All American Home Shield Contacts

Latest Question

American Home Shield Questions
1 comment
1.0
Details
90 minute hold times, they can't get authorizations approved. They take the deductible and don't finish the job. I have been waiting for 2 weeks for approval to trace a short on an AC unit. This is what they are calling expedited service. I'm in California it was 111...
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Anonymous
#1704862

Tracing an electrical short is a time-consuming task. A senior tech can spend hours tracing it, and find multiple blown electronic parts that will need replacing. AHS only all...

Author
Cons
  • Employees
Reason of review
Poor customer service
Loss
$5000
Preferred solution
Deliver product or service ordered
Tags
Review #1563474 is a subjective opinion of poster.