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Bad Communication

Try to make contact with customer service. There seem to be only thickly accented foreigners answering and I could not understand at all. There is no email address. They have a chat where no one answers. And I was trying to give them a good suggestion.

User's recommendation: Don't count on any communication.

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ID
#2398832 Review #2398832 is a subjective opinion of poster.
Pros
  • Ahs took the details and the repair group called immediately
Cons
  • Tried to communicate with companyno way

Need fax

I want to start off by saying I love American Shield. However, the customer service representative I spoke to had no clue about the services or contact numbers American Shield replacement services has available for customers. All I needed was the contact fax number to submit my documents, so I can get reimbursed for my dryer. She indicated there wasn't a fax number. Consequently, I was aware that there is one because I had received an email with fax, mail and email options. Unfortunately, I had a glitch with my emails and hoped I could call in and get it. Thankfully, I was able to regain my email access to get the fax number.

User's recommendation: I would recommend that CSR have all contact numbers available. In addition, if uncertain of information don't say there isn't one available.

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ID
#2329583 Review #2329583 is a subjective opinion of poster.
Location
Yakima, Washington

Billing

Contract 22453**** On june 14, 2020 i placed a service request for a stopped up kitchen sink and paid the fee via american express. The contractor could not get to us for 6 days, so i had to use a 24 hour provider. I called back, spoke to a rep and canceled the request. I also called the contractor. You gave me credit but now you have rebilled the $100. Please reverse that charge.
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ID
#2168105 Review #2168105 is a subjective opinion of poster.
Location
Lewisville, Texas

Furnace leak

I believe my furnace has a leak. The automated telephone prompts didnt warrant the correct identifier for me to get to the right help.

User's recommendation: Go online. Might be easier.

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ID
#2144329 Review #2144329 is a subjective opinion of poster.
Location
Waldorf, Maryland

Double billing

I have no problems with ASH in their repairs and get someone out here it may take several time for someone to diagnose of the problem fix it but it was fixed the only issue that I have is that I am double bill.

User's recommendation: Correct billing.

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ID
#2116491 Review #2116491 is a subjective opinion of poster.
Loss
$75
Preferred solution
Deliver product or service ordered

Resolved issue

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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ID
#1700880 Review #1700880 is a subjective opinion of poster.
Location
Roselle, Illinois

Check on contractors they are sending before they arrive

First, I have no problem with the service or value of AHS. I have been a subscriber for over 15 years. I do have an issue with one or more of the contractors that they use. the latest experience is with a plumber based out of PA and NC. I should have heeded the reviews I read about this company (Grade A Plumbing). Most of what I read said they would come to your house and find things that are not covered by the visit and scare you in to buying an extra service. This happened to me. I was told that it was highly recommended that i replace a supply hose to my toilet with a metal one and that it would cost an additional $110. the hose cost less than $10 and I had already paid AHS for a service call. Where this may be legal, it sure was not fair. I should have stopped the hose replacement, but I am not a plumber and did not want them to refuse to finished the covered part of the job. Do your research and ask for another contractor from AHS is you do like what you learn.
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3 comments
#1698046

So you want the plumber to just accept the $75 that AHS pays the plumber for everything he does and give you the “free to you” stuff that AHS covers (meaning the plumber has to absorb the rest of the expense). AHS Contractor Relations will not allow their plumbers to charge AHS above the fixed flat rate which is the same $75 for each call, regardless of how many parts are needed, or how many return visits, or how much labor is required.

You get what you pay for, which is $75 worth. The plumber didn’t invest years of his life to become a licensed plumber just to get $75 at each house. Somebody has to PAY something more or the plumber’s business will go under. All AHS customers want everything to be “covered”.

Coverage means no reimbursement from AHS though.

If they charge AHS more than your $75, they will lose their preferred ranking and lose jobs to the competitors. The business model doesn’t work to the satisfaction of anyone but AHS.

#1699131
@PissedConsumer1698046

Their contractors seem to be working with them on this scheme. I had a contractor find all sorts of things “wrong” with my AC.

All of which wouldn’t be covered and would cost me thousands. After fighting with AHS over it I ended up canceling my warranty and calling in an unrelated company. Nothing they said was wrong with my unit actually was.

Cost me less than 200 to have it cleaned and checked over. Absolutely nothing else was wrong with it.

#1699690
@PissedConsumer1699131

Since it only needed $200 to fix it, why use a home warranty? Let me guess—you were hoping they would replace it.

No such luck with a home warranty: the claim will either be denied, partially denied with out of pocket costs that NOBODY is happy about, or the repair will be “covered” by the HVAC company at their expense, NOT AHS’s.

If the latter is the case, be prepared to wait weeks for parts and return visits, and numerous repair attempts while you pull out your hair in frustration. Why would ANYbody in their right mind use a home warranty????

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ID
#1552483 Review #1552483 is a subjective opinion of poster.
Pros
  • Setting up original appointment
Cons
  • Quality of sub contractors

GREAT

You have one of the best running commercials on TV. Actually look forward to seeing it in comparison to network shows! {{redacted}}
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ID
#1384690 Review #1384690 is a subjective opinion of poster.
Location
King Of Prussia, Pennsylvania
Product
American Home Shield Commercial
Reason of review
entertainment
Our dishwasher went nuts. Tech Comes in and says the dishwasher isn’t mounted correctly. Takes out the bolts holding it in and removes it to unplug it till the part comes in. Part comes in, installs it then just shoved the unit back into the hole without mounting it...
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2 comments
#1633094

I am in similar situation. The dishwasher replaced the pump, and didn't secure all connections.

By next day the surrounding floor and cabinets were damaged. AHS claimed secondary damages are not covered.

The dishwasher defends the it is plumbing issue... Need advise on what should be my steps to not incur all the cost of repair.

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ID
#1194008 Review #1194008 is a subjective opinion of poster.
Pros
  • Quick turn on getting a technician
Reason of review
Warranty issue
American Home Shield is very difficult to reach by phone. The online chat was quick to respond, but they stopped before resolving my issue. I'll be disputing their charge with my credit card company. I'm sorry, but that's all the words I have to describe the situation....
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ID
#1177340 Review #1177340 is a subjective opinion of poster.
Location
Memphis, Tennessee
Service
American Home Shield Customer Care
Reason of review
Poor customer service
Loss
$134
Preferred solution
Full refund

Poor worst Customer Svc department for follow up

I have been on the phone for more than 5 hours this week waiting for someone to answer the Phone, messages like your call is important to us is all I get with . NO ONE picks up the phone. Had work done excellent service on the service call, but the job is not completed, I can not get anyone for the status of the work order. Now I Have *** in my bathroom wall and ceiling titles need to be replace in the garage. For the last 5 days I been on the hold for last week with no results from AHS. Still waiting for some to pick. The service provided came in and did the work and repair the pipes that were leaking, that was the good news, but the job is not completed. Service provider the rest of the requires for sheet rock replacement to AHS on 30 Nov 2017,
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ID
#1145226 Review #1145226 is a subjective opinion of poster.
Location
Aylett, Virginia
Service
American Home Shield Customer Care
Pros
  • Provide the service at great price
Cons
  • No way you can speak to anyone
  • Contacts call back to the company is not customer friendly
  • Waiting times for someon answer is outrages
Reason of review
The lack of responce from their Customer Svc Dept, waiting time more than 2 1/2 hrs before I gave up.
Preferred solution
Let the company propose a solution
I have 7 AHS policies and have been a customer for 20 years. During the past several months AHS has made two important changes that affect me and other landlords, without any notice at all. First, they started requiring that I or the tenant pay the $75 service fee up...
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ID
#1049663 Review #1049663 is a subjective opinion of poster.
Product
American Home Shield Home Warranty
Reason of review
Poor customer service
Preferred solution
Let the company propose a solution

SATISFIED CUSTOMER IN TEXAS

AHS has been my home insurance company since 2005 and everytime I have used it I have been fully satisfied with ther service. The extra 75 dollars for service is alittle too much but the contract specified the copayment and we signed for it. To get a better deal what I do is to wait until more than one item is abroken or damage and call for a one 75 payment only. I just had my 17 year old washer machine and dryer fixed as well as my over the counter 12 years oven replaced. I can vouch for Texas repairservice. IT might not been AHS fault that your items were not fixed to your expentancies and that you had the option of calling back without any other copayment.
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ID
#1049249 Review #1049249 is a subjective opinion of poster.
Product
American Home Shield Warranty
Reason of review
Good customer service

Follow after the service request

We requested service on our Whirlpool washer on February 16th of this year. Tech came out ordered part and we have yet to hear from him. American Home Shield chose Sears to make our repairs but here we are on March 1st and still no idea weather the parts have been ordered or not. I made more calls than i can count to both Sears Home Service and AHS . This is the case of the missing appliance parts!! Still without a washer. You guys can do better than that. I hope that AHS has not paid Sears for the nothing they have done so far!
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ID
#1015705 Review #1015705 is a subjective opinion of poster.
Location
Memphis, Tennessee
Service
Sears Home Services Washing Machine Repair
Pros
  • We love the service we get from ahs
  • Friendly on phone
  • Ahs customer service
Cons
  • Sears home service
  • Wait time on telephone always over 30 minutes
  • No follow through with promises
Reason of review
Order processing issue
Preferred solution
Instead of my wife and i calling for help, maybe you guys can assist us. We really need our washer fixed

Pool Problems with the pool draining because of a faulty return valve.

I had to write to the California Department of Insurance because AHS refused to acknowledge that they had phone hold times of more than 30 minutes when I tried to report an emergency. I had to call someone quickly to fix the problem before my pool totally drained. I did finally get a letter from Kimberly Tiffany, Customer and Regulatory Claims Resolution Specialist , stating that I would be reimbursed for a portion of the cost but what upset me was the fact of her condescending tone in the letter accusing me of not contacting AHS in a timely manner when I tried to call twice before seeking repairs on my own.
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ID
#982890 Review #982890 is a subjective opinion of poster.
Location
Kings Beach, California
Service
American Home Shield Customer Care
Pros
  • Ability to submit service request
Cons
  • Not easy to reach in an emergency
Reason of review
Poor customer service
Loss
$305
Preferred solution
Be care of the tone that is set in letters sent to customers.

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