service ahs customer customer service home repair water heater warranty problem money

Know your contract and be persistent when problems occur | American Home Shield review from Louisville, Kentucky

2.3
Details
As of January 8th AHS honored their option of buyout service and refunded me 645. 00 dollars toward a new refrigerator .Overall one staff person finally listened to the issue, problems with their contractors and the continuous back order reply from their contractor. She allowed me to take the option of getting it repaired or replaced myself. It took me 3 days to get a repair quote and buy a new refrigerator. Overall I am satisfied with outcome but all of this could have been handled better if they had reliable contractors. I am of the opinion some of their contractors should not be used. I made a formal complaint to Ahs when one contractor came 1 hour before scheduled app time, left and refused to come back at prearranged time. I had waited a week for the appointment.
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Review
#1756706 Review #1756706 is a subjective opinion of poster.
1.6
Details
Charged $75 service fee for service call on furnace even though I cancelled immediately (<;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;60 minutes) and no appointment was actually ever scheduled with local service company. Service company they tried to bring in to repair the...
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1 comment
Anonymous
#1802932

The contractors who are willing to work for ANY home warranty companies (not just AHS) have poor reviews, ratings and consumer complaints because of the lack of home warranty pay. They have no option but to service high volumes of low paying service calls.

They are not paid by the home warranty much (if any) more than the customer’s co-pay, regardless of the problem or the actual costs of parts/labor/etc. For example, the furnace repair company will charge AHS the same $200 whether there is no furnace failure found, the failure is found not to be a covered repair, or the furnace has to be repaired or replaced. There is no incentive for the AHS contractor to do anything more than show up at your house to bill AHS the $200. Home warranty companies like AHS look at each contractor in their limited network to track the statistics—most important of which is their average cost per claim being charged.

All that matters to AHS is that the contractor is keeping the average cost per call at the $200 target for HVAC claims. The complaints, of course, made my the customers, have no impact on AHS. What reputable service company would work under those constraints? What happens to the reputation of a contractor who starts taking on AHS customers?

What happens to the average cost per call of an AHS contractor doing what’s necessary to make you itchy AHS customers happy? What happens when the AHS contractor’s costs are above the $200 average per call?

And why would AHS only have such a small, scattered network of contractors? You can figure it out.

Review
#1755211 Review #1755211 is a subjective opinion of poster.
Service
American Home Shield Claim
Tags
  • bad contractors

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Verified Reviewer
1.6
Details
I had a water heater failure at my home. They offered 335 after charging me 75 dollar. Where in the world can someone get a 50 gallon Bradford water heater installed at 260 dollar. The basically wanted to give me back half of the premium i am paying in a year. If they...
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1 comment
Anonymous
#1799009

There are so many complaints regarding this exact scenario. The contractors working for home warranty companies are not allowed to charge AHS more than an average amount of about $150 per work order, regardless of the amount of work or equipment costs that are needed.

So the costs of the job are going to get passed on to the consumers, unless AHS makes the contractor absorb them.

In the case of water heaters, they get you on the “modifications” and “upgrades” needed to install the new water heater. It’s best to avoid using a home warranty, and just hire local professionals when needed.

Review
#1750600 Review #1750600 is a subjective opinion of poster.
Product
American Home Shield Water Heater Warranty
Cons
  • Sales department - just wants your money
  • Ahs utilizes subcontractors that are unvetted
  • That they simply dont care
Reason of review
Bad quality
Loss
$1000
Preferred solution
Let the company propose a solution
Tags
  • liars
2.0
Details
We experienced a furnace failure in our condo that is under the American Home Shield (AHS) Warranty. This occurred on 12/13.. Our condo is located in Wisconsin and the low temps were forcasted to be -5 f .. Being without heat and fearing pipes freezing we immediately...
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1 comment
Anonymous
#1792313

I can shed some light as to why this happened, from inside knowledge as a contractor. AHS compiles work order cost statistics on each contractor.

They average the cost per claim, regardless of what was repaired. Even large cost tickets are factored in to the contractors “average ticket cost”. The simple truth is that ALL of the AHS work will be assigned to the “preferred AHS” contractor who is running the lowest average cost per work order; regardless of how they do it. The savvy contractor learns to cut corners, absorb most of the cost, and find a way to save AHS money through denials and costs passed on to customers.

The result is that they keep their overhead extremely low, but handle way too many work orders to schedule the customers in a timely manner. On the initial service call, don’t expect a repair or fix, unless it’s a quick fix like a capacitor that happens to be on the technician’s truck.

Otherwise, be prepared to wait for a lengthy claims submission process, parts ordering, and really long wait times for actual repair return visits. Your plan pays for their resolution, not yours.

Review
#1737889 Review #1737889 is a subjective opinion of poster.
Service
American Home Shield Customer Care
Pros
  • Use to be responsive
Cons
  • Responsiviness
Reason of review
Poor customer service
Preferred solution
submit work order to Lange Heating

Resolved: Buyer beware | American Home Shield review

2.3
Details
Refrigerator has been broken for 3 weeks. Contractors they hire have been either unable to repair ( they reply after taking over a week to come out and diagnose) and second contractor has ordered the part with no time frame when they can be out. To be without a refrigerator this long at Christmas is appalling and no one in company seems to care .
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Resolved
Review
#1736125 Review #1736125 is a subjective opinion of poster.
Service
American Home Shield Customer Care
Pros
  • It seemed like a great company at first
Cons
  • Repairs still not fixed after 3 weeks
  • Waiting for 3 weeks still not fixed
Reason of review
Warranty issue
Loss
$1500
Preferred solution
Pay contractor who can come out immediately and fix the refrigerator
Tags
  • Service Request 341836232

Do not! | American Home Shield review

2.2
Details
I have been a customer for over 10 years and have never been treated so badly as I was today. I called to check on a status and was put on hold for 20 minutes and then hung up on. This happened 2 more times later in the day. Not sure of changes but I am now looking for another warranty services company.
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Review
#1728540 Review #1728540 is a subjective opinion of poster.
Service
American Home Shield Customer Care
Pros
  • Been good in past
Reason of review
Access/ activation issues
Preferred solution
Let the company propose a solution
1.9
Details
It is highly offensive when you pay for a service on time monthly and then when you need to speak with the service provider be placed on hold for hours in order to speak with a human being. Moreover, you continue to play that annoying recording that says you are trying...
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1 comment
Anonymous
#1787457

All insurance companies either squirm out of their obligations entirely, or pay only 50% of actual cost. To complain that only AHS is doing this is remiss.

For example, getting rear-ended in our car at a stop light resulted in a 5 day rental car reimbursement provided by the insurance company in the amount of $150. How does one rent a car for 5 days for $150?!? Not to mention the car being repaired is a full sized SUV, not a Fiesta.

All insurance companies are scams. Obviously, you could save your money and pay for home repairs, because home warranties aren’t required by law as auto liability policies are.

Review
#1726994 Review #1726994 is a subjective opinion of poster.
Product
American Home Shield Washing Machine Warranty

Not good customer service | American Home Shield review

1.8
Details
Not good customer service - American Home Shield review
I called and a repair for my Kitchenaid refrigerator. in February 2019. Sears ordered the wrong door. see Sears. I'm Sears picked up the wrong door in June and they were supposed to order a brand new door. as of September 11th I had not received a door. I called American Home Shield and was told it was not reordered. and they would reorder a new door. I called again on November 12th and no door has been ordered. the door. is broken on my refrigerator. I'm Kate Sears did order a plastic part okay that. the plastic part that Sears ordered is broken again because the door has never been fixed. okay did you order a new door. I had another Appliance repairman look at this door and the door is broken. he said it will eventually fall right off the refrigerator.
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Review
#1707036 Review #1707036 is a subjective opinion of poster.
Service
American Home Shield Refrigerator Repair
Pros
  • Coverage
Cons
  • Poor quality ventors
  • Being told untruths by retention agent
  • Poor quality vendors
Reason of review
Poor customer service
Loss
$3000
Preferred solution
Fix the door

Resolved issue | American Home Shield review from Roselle, Illinois

1.5
Details
After several calls. Ameri sheild finally got someone else out. I had to go through several more appointments to be told i needed a new microwave. Which was the case 2 months ago. I ended up getting a new one with them schedling some to take old microwave and put back in. Even though this was resolved finally. I will not renew my contract. I feel they the contractors word over yours.
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Review
#1700881 Review #1700881 is a subjective opinion of poster.

Contact American Home Shield Customer Service

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

American Home Shield Products and Services Reviews

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Latest Question

American Home Shield Questions
1.8
Details

Update by user Oct 24, 2019

Noticed some errors in my original text. I had NOT called them for a preseason check and thought stuff wasn't covered due to this fact. (That's what meant say.)If you see their logo when buying a house, decline the service.I didn't renew my contract and this the third...

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Resolved
Review
#1689412 Review #1689412 is a subjective opinion of poster.
Product
American Home Shield Warranty
Pros
  • Customer service was professional
Cons
  • Refusal to pay for my repair
Reason of review
Not as described/ advertised
Preferred solution
Let the company propose a solution
Tags
  • Home Shield
  • Roof Repair
  • Boiler Repair