American Home Shield

April 11, 2023 I submitted a claim to AHS for plumbing repairs. I was assigned to Island Mann Plumbing in League City, Tx. Island Mann plumbing will not contact me, answer my calls or return them. I call AHS, they call Island Mann and have asked for a diagnosis, they say that it was sent, but AHS says it hadnt been received and I must wait, but Im a priority! Today is Aug. 23, 23 and Ive had no resolution. I have been without two faucets and a toilet for over 4 months now and Im beyond upset! Calls go to the Philippines or the Caribbean with the reps telling me Ill be taken care of but nothing has been done to resolve the issues! Ive been transferred to Contractual Resolution but NO RESOLUTION or concerns, just wait for the contractor. I feel that Island Mann did not want to help with the repairs, maybe too much trouble.?, but why dont they let AHS know that? I feel wronged in so many ways but I havent known where to turn. There is no contact info that I can find for headquarters but found this social email today. Maybe someone can help me!

You can only reach offshore representatives who are terribly hard to understand. Pertaining to my A/C issue I'm being told the shady company they dispatched is the only one available. They can't provide current verification of insurance or State license. I expressed my concerns and advised the of how uncomfortable felt with this company, Texas Heat & Air. There are plenty of reputable companies in my area. The 1st time they came to my house they indicated my unit was low on Freon, we paid them directly to the company for the freon they advised we needed. Unfortunately, this didn't solve the problem, so we called them back. they came again, different techs. This time they indicated My compressor was bad; had shorted out. We didnt agree with their finding but trying to convey our concerns to the offshore representatives is very frustrating. Apparently, my family's safety is not high on AHS list of priorities. The only option they are offering is a "payout: for us to hire our own company; which we did; their finding was nothing like the AHS's vendor

Hi, I had a plumbing leak in my basement, and requested service for it. AHS sent out a local plumber, who gave me a bid of just under $6,000 for the repair. I was told that if I did not choose to have the repair done (which involved over $5,000 in out of pocket/non-covered costs) that I could just request a cash out for the amount covered. I made this request, and have since been told, each week or so when I call in the check on the status, that AHS is awaiting to hear back from the contractor to confirm what the costs were. Which doesn't make much sense, since the contractor already submitted their estimate for the repair. Each time I call into customer service, I'm told the same thing by different people. They are waiting for the contractor. I've "escalated" it a few times and spoken with the "escalation department". But I'm told the same thing. I'm also told they will call me back within 24-48hrs, and they never do. Not once.

I started having problems with my air conditioner unit in May 2023. I called several times. Home shield sent Hoover overto check out the units. Hoover service said that I needed Freon. I paid $270.00 on 05/34/2023. It worked for a while and I made several calls telling them that the unit was not working. Finally , you dispatched Hoover Service out who said that I need a new unit. On 08/09/2023 I paid $580.00 which was my share for new unit. This unit worked for about 3 hours and to blow hot air. They came out and said that I needed a compressor. They had to order a part. My unit still is not fixed. When I asked them, when were they going to fix the unit. They said I had. to pay $900.00 for a new unit. I have only had 3 hours of air from the unit that O paid $540.00. My air has been out since May 2023. E. Williams. Hoover also claim that they fixed the commode that rocks with leaking. They put a chip of wood under it and said that it was fixed. See video.

We have American Home Shield. Created a ticket back in 2022 April to fix our Air Conditioner. They sent some lousy technicians in San Antonio, TX. So far 5 of them have come in and 'tried' to fix the AC. Same issue persists. Leaks Freon big time. The entire Freon is leaked out within a week (Almost 9 pounds). The second problem is water leak (of course if there's no freon there will be condensation and leak). We had third party companies who have almost 5* rating and they recommended a replacement immediately. Latest : The problem of Freon (Refrigerant) leaking still persists and so does the condensation issue. The AC is OUT. We live in San Antonio and its about 95 F outside and about 85 F inside currently. We have had close to 110 outside this summer and our home was about 100 inside. The customer service agents (all of them) seem to be very very polite(un naturally polite), but will not listen to what you say, they will say and do whats they seem to be programmed for. They do escalate up their chain and when I tell them the whole story, they just disconnect (can you believe the rudeness). This is a SHAM COMPANY. EVERYONE OF THE GOOD RATED AC COMPANIES RECOMMENDED A REPLACEMENT. THIS WARRANTY COMPANY DOESNT SEEM TO BELIEVE IN IT (Does anyone know a good attorney in San Antonio so that we can go after this sham company and teach them a lesson?

I have been a customer of AHS for several years and currently have four different properties with contracts. Most of my experience has been positive with your company with one glaring exception that needs to be re-opened and resolved immediately or I will need to consider legal action regarding this matter (and yes I am aware of the arbitration clause in the contract). I opened a service request for our Samsung refrigerator ice maker in July of 2022. The issue was that the ice maker was making ice at a rate only about a quarter of the speed as stated by the manufacturer and as the fridge had originally operated since we purchased it. That original problem has never been resolved and the situation was made worse over the course of the service visits since. Over the last year we had more than five different companies sent out by AHS (over 15 visits) across three separate work orders to try and resolve this (July 14, 2022, Nov 2, 2022, and March 27, 2022). Currently our ice maker is in much worse shape than it ever originally was as the ice maker not only is still slow, but it now won't fully close, makes slush, is stuck in crush mode, leaks water, and the water could potentially ruin the finish on the fridge and our wood floors. Over the course of these 15 or so visits, multiple parts were replaced, including the majority of the ice maker on two separate occasions by two separate companies. It is unclear to me why AHS continually changed the company doing the servicing, and in one of my conversations with AHS the representative agreed that it seemed to be a mistake that this was happening. The last company that AHS sent out - Ukon Appliance - showed up and stayed for less than 5 minutes after I explained that multiple other companies had already worked on the ice maker and had attempted to make repairs and had replaced the entirety of the ice maker twice. They left a copy of a work order with me and the man said he would need to talk to his manager to determine next steps. The company then reported back to AHS that this was an original manufacturer defect which is in complete contradiction from his notes on the work order. Further, this company has a reputation of not only being horrible but being accused of fraud in conjunction with companies like AHS where they show up and simply report this back to collect their service fee. My wife and I have tried contacting this company for more than a month to get their explanation of why they reported this and left over 30 voicemails. Not a single one has been returned. The company doesn't even have a monitored phone, it sends you directly to a voicemail. Their physical address on the website is not an office, it is a residential apartment building. Their rating on yelp is only 1.5 stars. This company's report of an original manufacturer defect is a complete lie as they knew first hand that the ice maker had already been replaced per their own paperwork that they left with me. AHS also knows this is the case given that multiple companies have already tried to work on the ice maker - there are records of parts that have been ordered and replaced multiple times across the three different service requests (even though this all stems from 1 issue that was never resolved). Given all of this AHS needs to re-open this immediately and provide resolution for this issue per the contract or I will be forced to seek legal action and cancel all my current contracts with AHS.

My air conditioner stopped working and we placed a service request on August 2, 2023 for it to be repaired. We had a service repairman come out and advise us what we needed fixed and that he would submit to American home shield for approval. When we called to follow up, American Home Shield stated that they needed a second opinion. So the second technician came out and agreed with what the first one said about the air conditioner. Called American Home Shield again and they said they needed a report and asked us to give them 48 hours. Called back and they denied part of the claim due to parts missing. I then called American Home Shield and stated that only people who have touched this AC since we bought the home is their contractors. They stated they only had a few records and when I advised I had a copy of the invoices, she advised she saw the other orders and just needed to "scroll down". Finally, we spoke to the escalation department and they decided to have a third tech come out. He arrived and looked at my unit and I provided him all the past invoices as well. He then stated that the reason we are having an issue, is back in 2022 the contractor that American Home Shield sent out replaced our fan and then cut the wires. They even bypassed the safety precaution on the unit itself. I then called American Home Shield again and stated what happened that's when they advised me in the escalation department that this was approved and repairs would be completed on Friday, August 25, 2023 and the first tech to look at our unit would repair it. We waited another week and then the tech called my husband to advise that:"he did not know he was repairing our unit" We called American Home Shield again and they said they would get someone out here today for an emergency work order and no one showed up. This has now been a month with no a.c in my home during one of the hottest months in Texas. We had to purchase units and spent over $800. I explained that to American Home Shield as well and was only offered $250.00 since that is their maximum. We pay our warranty company for a reason and feel like they have breached their own contract. Our family lives here and it's been such a hard and long process. We just want our air conditioner fixed and they seem to keep giving us the run around.

1. I started having issues with my home AC unit in March. We had a few hot days and my AC wasn't cooling. I called AHS for service and a service provider was dispatched. After inspecting the unit the service provider diagnosed the problem as low on Freon. My cost in addition to the $100.00 service call charge would be, I believe $200.00. I needed my AC to work and paid the additional money. 2. It got cooler for a while and my AC worked OK until the heat came back. After about a month the same problem happened. I called AHS and was advised that because 30 days had expired I would have to pay another $100.00 service call charge. I did and the same service provider returned. This time I was advised the AC coils had to be cleaned and the cost would be around $800.00 as this is not covered under the AHS protection plan. 3. An alarm went off in my head as I have the system serviced annually. No indications on any of the write ups from San Jose Air indicated a problem. I called AHS and told them I wanted to get another opinion as to the problem as I didn't trust the diagnosis made by the last service provider. Their original diagnosis and repair did not resolve my problem and that I have had my AC serviced annually. I was advised that AHS needed to have one of their contracted companies do the second opinion and that if diagnosed differently their would be no charge. Burleson AC arrived and after a few minutes advise that the compressor was broken. In fact as soon as the technician got out of his van he could hear the loud noise coming from the compressor. I asked if the coils needed cleaning. Taking the cover off the compressor he stated it looks clean and is not the issue. We looked at the air handler and it was also relatively clean. I saved myself an additional $800.00 by getting the second technician to look at the AC. 4. It took a could of days and I got an update from AHS that I needed to pay Burleson an additional $2000.00 for non covered items. Freon would be needed and AHS's max reimbursement is $10.00 per pound.. I paid the $2000.00. It took AHS almost a week for AHS order the part after I made the payment. 5. It is now July 5, and the compressor still hasn't arrived. I have called AHS time after time and asked to escalate the order. Most of the times a supervisor wasn't available, I was promised a call back that never came. Three commitments were made as to the delivery date, all passed without delivery of a compressor. Today, after two separate calls to AHS I was given the UPS tracking number and told it would be here on Friday, this for the third time. I took a few minutes to investigate myself, and got the following on the UPS tracking site. Last Updated: 07/05/2023 9:15 A.M. EST Shipment DetailsShipment DetailsShipment ProgressShipment Progress 07/03/2023 8:30 P.M. On Hand at Destination Orlando, FL, United States 06/29/2023 1:48 P.M. Consignee delayed delivery Orlando, FL, United States 06/29/2023 11:19 A.M. Out for Delivery Orlando, FL, United States 06/16/2023 12:02 A.M. Confirmed Arrival Orlando, FL, United States 06/15/2023 4:05 A.M. Documents received from shipper Dallas/Fort Worth, TX, United States 06/15/2023 4:05 A.M. Date Available to Ship Dallas/Fort Worth, TX, United States 06/15/2023 4:00 A.M. Departure Dallas/Fort Worth, TX, United States 06/14/2023 4:21 P.M. Received into UPS possession Dallas/Fort Worth, TX, United States 06/14/2023 12:01 A.M. ETD from Load Port Dallas/Fort Worth, TX, United States Want to see more? With UPS My Choice you can see your full 6. What does "Consignee delayed delivery?? I called UPS and spoke with a service representative. I was advised that the package, the compressor, delivery was on hold because of a wrong phone number for Burleson. That they tried to deliver twice but Burleson was closed, probably for the 4th of July Holiday. The biggest crux is that if I didn't followup with a 5 minute phone call with UPS the compressor would have probably not have made it to Burleson by this Friday either. - Hopefully it will be here tomorrow, I am sill waiting. 7. The compressor finally arrived yesterday at Burleson AC. However its missing the parts for the AC company to replace my compressor. I was advised that AHS is going to order the needed parts? With their ordering process I expect it to be another week before the part goes out. This is unacceptable. I have started to escalate this lack of progress in getting my AC working correctly.

We have been AHS customers for about 25 years. Last night the hose bib (water tap)coming out of the wall of our house in our backyard for our garden hose broke and water was leaking out of it. We called AHS and spoke to a representative. We explained the situation to her (several times) and asked her to make sure that the problem was covered by our policy BEFORE dispatching a technician and BEFORE charging us $100. We went over this with her multiple times and she assured us that we were DEFINITELY covered, so we had her open up a work order. As soon as the technician arrived this morning he advised us that the work wasn't going to be covered by our plan, as AHS doesn't cover anything "outside" our house. My wife called you guys and told her what was going on and was told basically, "Sorry our employee gave you bad information last night, but since the technician came out, we're keeping your $100." So, even though we're currently paying $72 per month (and have been good customers for about 25 years) we had to pay $200 out of pocket, in addition to the $100 you so quickly took from my bank account. She again contacted Customer Service to tell them that we are considering canceling our policy and was asked by someone there if we would keep our policy IF you refunded our $100. After looking at our contract, which is confusing at best, it seems like there ARE some things on the outside of my house that are covered, i.e., main circuit panel, circuit breakers, doorbell, air conditioner, etc. My wife is going to call back and get some further clarification. The service we got from the plumbing company (Blue Diamond Plumbing LLC) was excellent (the technician even spoke with AHS in an attempt to clarify the situation). He was professional and personable. Our issue is with AHS, your call center representatives, and customer service personnel. So far, the service we have received has been disgusting and atrocious.

My scheduled service repair is still on 08/17/2023. When I checked the status of my request it says the service was done on August 1,2023 which never happened, worst of all my credit card company was billed which I just found out today. I cant talk to any real person from this company about these issues Im having and my washing machine still hasnt been fixed. I even chatted with them on the day I found out the appointment date that was given to me, I told/ typed to their CS agents requesting that I needed it fixed as soon as possible because my husband will be having his 1st operation and I really needed clean bedding all the time. It is really a big problem & inconvenience on my part, since I dont drive and I had to take care of my husband. I had to ask our neighbor if i could use their washer, to wash my husbands soiled clothes & linens. Its embarrassing enough to ask once, but almost daily is too much. The customer service department just kept on passing my calls to another department & I had to repeat myself over & over, which was such an inconvenience for me & a waste of my time being on the phone and waiting for someone to at least hear my problem on why I was begging to have my washer fixed before August 17 which is the date they appointed me. Now its almost the 17th and when I checked the status of my appointed date for service, it cant be found & they claimed a technician came to fix it last Aug.1 which never happened at all. When I checked my bank account a charge for $125 was paid to them on August 2, aside from my regular monthly payment. This is really bad., My husband recently had his 2nd surgery and I was looking forward to have my washer fixed this 17th already. Now, this issue happens. I really need my washer fixed this 08/17, the date appointed to me since I requested for it to be fixed. Also, I am not going to pay the $125 service fee since it was already paid by my bank/cc. on August 2, which a service never happened. My husband is going to have his 3rd surgery soon and I really need a working washer as soon as possible. I had to buy a lot more linens & underwear for him since it needed to be changed 3 to 4x a day. I hope this issue will be resolved before August 17,2023.

American Home Shield sent a All VAlley Appliances to my home to inspect my ovens. They were given a list of 5 items and inspected 2. They determined that my automatic stove ignighters would not light due to the knobs on the oven being glued to the stems. What does attached knobs have to do with ignighters. AHS denied my claim. I requested a second opinion and they sen tout MS Appliances. They determined that the ignighteres weren't working due to water damage. The claim was again denied. I requested a third opinion due to the first two conflicting. AHS said they would charge me for a third opinion, even though the first company neglected to address the 5 listed issues, and that both companies did not agree on the source of the problem. AHS representative (Allen) said he would see if he could get the fee waived but never callled back. I did some reserach and found that AHS in my area has 1047 Yelp reviews with a ONE STAR RATING. I found that the two companies that came out also have ONE STAR ratings on yelp and both have F's with the Better Business Bureau. Maybe with those reviews I shouldn't expect much.

I asked for service on Aug 27, 2023 regarding my A/C unit not blowing cool air. Scheduled for Sep 1, 2023 for technician to come check what's going on. Technician diagnosed problem with a leak and had to come back to replace a part. In order to schedule a date for them to come back to do repair, I had to dig $1,125 first out of pocket to pay the difference. Mind you, I have Platinum Shield. I paid and they set an appointment date of Sep 14, 2023 which is today! Two workers came in ready to to the work and come to find out they had the wrong information and the wrong part!!! Now I have to wait again for another appointment date. It's more than 83 degrees inside the house for almost 2 weeks. My family have been baked for almost two weeks in this hot and humid condition. Fans are struggling to keep up.

After 28 years of being an AHS customer, their level of service from both AHS and Contracted companies had declined to a level of total incompetency. My built-in refrigerator and freezer have had technical issues in 2023 and I have been without a refrigerator since June 20, 2023. As of this writing, neither AHS and or their appliance repair contractor know what to do or how to fix my unit. In fact I was informed that the parts were NO LONGER available to repair my freezer and refrigerator. However in under 15 minutes, I found all parts on the Thermador, Bosch and other appliance parts providers website and then I informed AHS and their appliance repair contractor where to get the said parts.