I had a repairman come to my home for an issue with my washing machine. The original work order was on May 24, 2020. The repairman arrived and was unable to fix the problem. He mentioned it will probably need to be replaced. The work order was completed. I contacted AHS customer service a week later for status. I was then told the order was complete. I explained the situation. They contacted the repairman. They then informed me they were now waiting on authorization department to determine either repair or replace. A month later there was another issue; June 22, 2020. I contacted customer service. Another repairman came out. He stated unable to repair and submitting for a replacement. I contacted customer service again a week later. I was told the washer would be replaced and I would receive a notification by the end of the week with details. I reviewed today, July 5, 2020 and the status still shows Appointment Set. I have been without a functional washing machine now for well over a month with no adequate status updates. Subsequently, I have been charged my 2 monthly payments for membership with another one due in a couple days. I am not satisfied with the level or timeliness of service provided at this time. I need this to be resolved immediately.
Almost exact same thing happened to us. We have been waiting to get out stove top fixed since January. I have been on the phone numerous times, after waiting on the phone for over 30 minutes each time.
Dear AHS Executive(s):
Need to resolve problem immediately. Repairman came the 2nd time to repair our refrigerator but few hours after he left another problem developed. Water started to leak from under the refrigerator and flooding our kitchen floor. We are afraid that the problem would damage our floor which would be more costly for your company. Also, we spoke to one of your supervisors on the phone, and said that broken vegetable drawers were also covered but they were not replaced.
We have been insured with AHS for many years covering multiple property. We paid premiums religiously on time. So it's time for your Company to show us that you care for your customers. As a businessman, we don't really want bad publications. DO YOU?
I have been a member of American home shield since early 2006 -2007. Never had any big ticket items that needed to be fixed or replaced until now. My heat pump/ AC unit has been broken. It went out in December 2019 and was not fixed until March of 2020. The coldest months of the year and my family was without heat. 3 contractors were sent out and they all said the same thing that the unit needed to be replaced but Oh No AHS said no just patch it up which they did and now my AC is out in the hottest months of the year. It will probably be another 3 months before I have any air. This is unacceptable. Your payments are made on time because they come directly from my bank account. But you can't give me the service that I pay for. I can No longer accept bad service from your company.
VERY BAD EXPERIENCE WITH American Home Shield (AHS). Washing machine drain line backed up and ruined our floors. Kitchen sink and dishwasher are on the same drain line so they cannot be used. Of course this happened on a Saturday. Filed a claim online and AHS finally sent a plumber out on Tuesday (THREE DAYS LATER) - Terrible plumber - worked with a drain snake for over an hour and could not remove the obstruction. Said that they had to send a report to AHS with a recommendation to use a hydrojet to unclog the drain line. The plumber sent the report to AHS and is still waiting on a response. I call AHS and wait over and hour to finally talk to "customer service" in the PHILLIPINES! I could hear chickens clucking and roosters crowing in the background! Of course all I got was excuses and repeated refusals to connect me with AHS in the U.S. It has been SIX DAYS now without a working Washing Machine, Dishwasher, and Kitchen Sink!!! I will be meeting another plumber today to get a free estimate and probably do the repair! Then I'm filing a complaint with the State of Texas Attorney General and writing bad reviews for AHS at every opportunity! What a COMPLETE SCAM AHS IS!!! They should change their name to The Phillipines Home Shield!
I have the same problem several time. They always ask for another service fee and the problem is still not fix. I will find another Home Warranty. American Home Shield is terrible. No thank you!!
My hot water heater went out on Monday, the plumber came out on Thursday and stated my hot water heater needed to be replaced. They had to call for an authorization before replacing it which took another day. Then I received a call from the authorization office to tell me I have to pay 705.00 to the plumber for the upgrade\Modification and they will pay for the hot water heater! $705.00, I asked would you pay 705.00 for an upgrade they said no. I called another plumber and was told that was a rip off, I will let the plumber I called change out my hot water heater , with a 200.00 installation fee which include any parts I need to change it out! Did I mention that i have been an American Home Shield Customer for 12 years. Also to top that all, I asked for a second opinion it would cost another service fee which is for me 125.00. So I paid 125.00 already, if I needed a second opinion another 125.00 and of course another one of their contractors is going to say the same thing 700.00 for upgrade/modification, which for me basically almost 1000.00 for a hot water heater, which the person who I spoke to said they would not do!!! I am so disappointed in American Home Shield! Also, I asked for Corporate's number and of course there is none, I then ask for an email address, none given! I am going to research for another company! I'm done, I'm not paying for this type service!
File your complaints with the Attorney General of your state- Also file complaint with FTC- if they get enough complaints, they will be investigated and punished with fines.
I am waiting on AHS auth department for some AC repairs, I initially placed my request last week on Tuesday. My AC is still not fixed. I will be leaving reviews on BBB site.
This is the WORST service and customer service I have received in my life. It takes 1 hour to get someone on the line and if they decide they do not want to work with you, slam - they will hang up on you. Why would I pay another $75 service fee for service fee for someone to come back to my house to repair something that was never repaird and at the beginning of the Covid-19 Pandemic when every thing as shut down. The customer service agent rather go back and forth with me and even raise her voice to over talk me when I asked to speak to a supervisor. How rude and discriminatory. As I am here typing and waiting for a supervisor, the second customer service rep has disconnected the line. I am a sitting time bomb ... AHS collects my monthly payments but I can't get service. This is some bullshit and I am ready to smear it!
I relate so much to all of these reviews. Please share your experience with the BBB site. Perhaps we can get them discredited and investigated...
why dont you guys pick up the phone iv been on the phone for 50 hours
i emailed every address I could find on their website and have called and called. I am now resorting to to trying to get them discredited from the BBB.
Terrible! No compassion, frustrated.. I have a 2 year old expensive fridge that has been out going into it's 3rd week, the communication with the technician and AHS has been horrible. Had to wait a week and half for someone to come out, then had to order a part, that's were the communication stops. Nothing, no a single word on when they will return. Have left multiple messages and call AHS to find out information, but no response. I would have been better out buying the protection plan from the store I bought the fridge, my fault with not going with my first mind. I need for someone to communicate something... I should have learned from the past when I had air conditioner issues...The hold time to get a AHS rep is hours. Poor customer service. Poor vendor choices.
Home shield warranty company is the worst company ever ever to have been on hold since 9:00 this morning until 9:00 the evening still have a washing machine out that is not fixed repaired anything they've sent to service text to come out I have them both on video never fixed anything never offered anything paid over $300 out of pocket expenses from this company and just a bad company overall going to see an attorney a state attorney generals to get involved and some more legal people to get involved with them because nothing's been done to solve my issue with my problem with my washing machine breaking down and not working and they'll stand by their products problems or anybody to help the customer do not go with this company.
I will be cancelling my policy after my AC is replaced, the have gotten enough of my hard earned money for me to receive terrible customer service.
consider leaving a review at BBB site.
This is by far the worse company to ever do business with the customer service wait is 45-1hr my was on hold with the purchasing department for 5 hours then another hour to try and figure there own mistake out..these people suck and I can't believe an class action law suit hasn't started yet
leave a review on BBB website
American home Shield has not taken care of me as a customer. American home Shield assigned a contractor to repair my air conditioner. The contractor damaged my tankless water heater and my breaker Box. It took them a month to repair my AC. This is just the 3rd day of the AC running. Hopefully It's repaired. I have spent hours on the phone for a month of May till June 30th. I am still not in my home. My water is fried and & brakerbox damaged. The AHS keep telling me to pay or for me to go after the AC company.
please share your experience on the BBB website, they are rated at a B grade on their site which is misleading.
I was put on hold for two and a half hours and then disconnected. On another day three hours so I hung up. Finally spoke with someone today after being on hold forty five minutes. That call took four and a half hours and seemed to be making progress when I was disconnected again. I'm so fed up. I'm canceling my service as soon as this issue is resolved. They're too high anyway. And trying to reach cooperate is a real joke!
I have also spent so many hours on hold to only be disconnected. please share your experience on the BBB website.
We moved to a rural area and our service basically stopped. They won't call the only contractor in this region even though they said they were calling, for an hr while I was on hold after taking almost an HR to get a person. They said they'd call me back, never did. I was disconnected, big shock! I've spent days trying to get help getting our AC in during 95-100' days. They keep sending us to other contractors in other cities, who of course do it call ya because we're HRS AWAY!!! Our furnace stopped during a huge freeze and a pipe burst last year. We've only called 4 times in 10 years but needed them....what a nightmare and waste of time and our hard earned money.
I am in the same boat, exact same experience, I am still fighting with them. Please share with BBB.
Terrible! I have a refrigerator that is less than 2 years old, have had 4 technicians out and it is over a month now and I still DO NOT have a working refrigerator. I am speaking with a CS rep now named Karen who says she can not provide her supervisor's name (WHAT)? where is the leadership and accountability in that? She does not know the corporate number to escalate to (Really?)Each time we call there is a long hold, average of an hour. I have been speaking to Karen for over an hour now with no resolution. She still refuses to allow me to speak to a supervisor and has provided NO resolution. I have had multiple homes - current and rental with this company but will be looking for a new company to do business with. POOR processes and terrible customer service. We are going in to a holiday weekend and looks like I will still not have resolution. Ridiculous.
help get their BBB rating to be reflective of the actual service they provide by posting your review at their website.