Assuming 24/7 meant availability for repair service, we called this past Saturday. We were told that the earliest anyone could call us to schedule a visit would be Monday. The repairman with poor attitude arrived and after 5 minutes, he told us it was a valve problem and they would have to order the part. He said he would notify us on its arrival, which is expected in the next 2-5 days! At which time, he would arrange an appointment to return and repair the unit. He then requested $100.00 for the visit. When he became aware that I was not happy about what had transpired, he said I could pay on the return visit. After he left, my wife called two plumbers that we usually use and found that they would be able to obtain the valve or had the valve for replacement that day. It is now late Friday night and tomorrow will be a week without any further call.
Consumer Complaints & Reviews
Buyer beware! I've been a customer for 3 years. I called today to ask for service for my trash compactor. They informed me it is not covered. She put me on hold to find out if I could add it to my policy during the "add or delete" month. It could not be added. I called back and asked if I started a new policy, would my trash compactor be covered? "Yes, under our new 3 by 3 policy, trash compactors are covered". A paying customer for 3 years was denied coverage on an appliance, but a new customer magically gets coverage? Sounds like to me they will do anything to get a new customer while not taking care of their existing customers. If this is the ethics of a company you're thinking of doing business with, buyer beware.
The first of Feb 2012, my dishwasher would not drain the water out so I called AHS. I have had part after part replaced and still no dishwasher. Whenever I called AHS, there was another excuse after another on why the technician did not come as scheduled or why the part did not arrive in time, etc.
Now, on March 23 2012, I actually had AHS to order me a new dishwasher due to this one is un-repairable. They ordered the dishwasher and told me 5-7 days. I called today 04/02/2012 and they told me it was on back order that it will be an additional 3-5 days. They stated it was on back order when I ordered it but no one ever told me. It's been almost 2 months of washing dishes. I have not yet dealt with AHS for repairs prior and I have had this contract for years. The first time I use them, I get the worst treatment and service.
The freezer started accumulating ice and leaking out. I called AHS for service. Sears came in 3 times since initial and 2 other calls, and so far, the problem repeats itself and gets even worse. Now, the other part is icing over and not keeping temperature. I called for the 4th time and told them that it is enough. Sears won't come for 4 days, and AHS refused to make a decision. (I'd say it is more than enough to be without refrigerator for 2 weeks out of 1 month.) Horrible customer service. Never buy AHS please. It is a scam.
AHS is not cooperating with our calls on our fridge. It's been repaired over and over for 2 years, and it's not holding the temps. My kids' drink milk that is spoiled and get sick most often. And I have one child who will no longer drink milk because he thinks it's spoiled. Also our ice melts and refreezes, and so does all the other food in there too.
But today the worker came out, and the temps were good. So AHS said do nothing for them and leave. Also, my stove hood is broken. They send 2 people out here to look at it, and now, they are saying they need 3 to 5 days to look for parts. Why is it so when the other people said it needs to be replaced? In 2010, they sent a fan repair person out. He wired the fans wrong, and he never came back to fix it. So finally, I had to call another repair person and pay the $60.00 again. I can tell you they are not getting my good rating until they fix these issues mentioned above.
I have had an account with the company for 17 years and have barley used the service. My water heater went out, and I was charged $800+, +$60 service fee. I feel that the hot water heater should have been replaced by American Home Shield. I have paid upwards of $6,000 for the length of this contract, and you should replace the water heater.
I have been without my washer for a month now due to horrible service from American Home Shield! It took numerous days for a serviceman from Sears to come out (too busy they said). When they did finally show up, a replacement kit had to be ordered. That took about 4 days, but then no service for another week.
Finally, the Sears serviceman arrived and installed the parts. The washer worked for about 10 loads, but it is now doing the same thing it was before the parts were installed. I can't get a service person to come back for the recall and American Home Shield doesn't care! I have made about 6 phone calls to the company and all they do is pass the buck onto another person! I am very angry at this point and want to warn other people about this company!
American Home Shield does not hold their word on their contract! They claimed they would replace my dishwasher, after it was no longer working and could not be fixed. I've been paying for this insurance service close to 17 years! The replacement department has a number that has an answering machine on it that no one answers! I have been on hold for over 1 to 2 hours each time! My phone bill will reflect that! I've called the main number so many times, complaining that no one answers the phone number that was given to me, to replace my dishwasher.
I even spoke to a supervisor, and each time they said, they don't handle that department and there was nothing they could do! This has been going on for over a month, and I am documenting the date and the time. I still have had no luck! This is so wrong! I've asked if there was a website or another number I could try, and the supervisor said no. I am not sure what I can do! Does anybody have any ideas! Help!
The light on our ice & water dispenser stopped working. American Home Shield sent their contractor, Bay Appliances, to repair. They said 2 parts were needed; a socket and a light bulb, but they were on back order. I waited for one month and called the vendor for the actual part numbers. I went online and found the part numbers in one minute! They were inexpensive and immediately available. I gave this information to both the contractor and American Home Shield so they could expedite the repair. They both said they had to use their part supplier and that both parts were still on back order.
This is horrible customer service. This repair should and could have been completed within a few days. Both the contractor & American Home Shield are unapologetic and unwilling to obtain the parts from the online vendor that I found. Do not use American Home Shield!
My washer wouldn't spin fast enough anymore and leave me with soak wet clothes. I called AHS. It took four days for a technician to come out. When he inspected the machine, he showed me what was broken and said that he would have to order 3 different parts and come back later. He also said that the insurance might decide to replace the washer altogether, since this would be a pricey repair.
The next day, I receive a call from AHS saying that they will not pay for anything because it was my mistake to overload the washer. I said that I did not overload the washer and they said that this was what the technician told them. He didn't mention anything about overloading to me the day before and when I called his company, they were very rude and said that he doesn't have to communicate with me.
I will file reports about both these companies, AHS and Factory Service Appliance Repair. Something is definitely wrong here. They seem to work together in ripping people off! It looks like AHS's company policy is to not allow anything major to be fixed.
American Home Shield advertises that their home warranty will pay to replace covered appliances with a similar item, with the same features if they are unable to repair a faulty unit. After taking nearly a month to determine that they could not repair my oven, they offered an inferior unit as a replacement, that does not match the features on my existing oven. I even offered to pay half the cost difference to get a new oven with similar features, and they just repeat their original offer. Every time I call them, I spend hours on hold, and finally reaching a person that deals with the issue, by transferring me to another automated system, that keeps me on hold or hanging up on me. I have even been "transferred" to leave voice mails for individuals that I later learned, are no longer with the company! They are clearly not interested in resolving this issue, and have no intention of meeting their contractual obligation.
I called AHS on Monday morning, around 8 AM, telling them my hot water heater was leaking, and I needed a plumber ASAP. The heater was located in the garage, so all the water leakage was confined to the garage. Well, the plumber they called could not come out, until Tuesday, between 4:00 and 6:00 PM. I asked them to call someone else, that I felt this needed immediate attention, but they told me this was the best they could do, and I should be glad I at least had an appointment. I had turned the water off at the water heater, but did not know how to turn my water off completely. After work, I ran some errands, and went to a friend's house to shower, since I knew I had no hot water.
When I got home about 8:00 PM, my spare bedroom carpet that butts up to the garage wall, was soaked! The water had even gone into the next bedroom. I immediately called AHS, and they told me I still had to wait for the plumber, who was scheduled to come on Tuesday, between 4:00 and 6:00, and that they were very sorry, but AHS does not cover secondary damage anyway! I would not have had any other damage, had a plumber arrived on Monday morning! Needless to say, I called a different plumber who came out immediately on Tuesday morning, and replaced the heater, and told me what I should have done to avoid the leak into my bedroom.
I have now spent $1,400 for a new water heater, and $1,500 to dry the carpet, etc., in 2 bedrooms. AHS couldn't have cared less. They told me they handled my problem as an emergency, and that they only had to have a plumber out within 24 business hours to be within the guidelines of the contract. Of course, I am cancelling my contract, as soon as I can talk to a representative. Good luck getting through on the phone. I had been warned about this company and failed to follow my friend's advice. Do not use this company. They do not care about the customer, and their contract is totally one-sided. I wish I had read these complaints before signing up again with this company.
My washing machine has been out of service for 3 weeks. I had a leak that flooded my home. The repair person came out, repaired what he thought was wrong. First load went fine, the next flooded my home again. After calling AHS (the worst company) and getting nothing but a runaround, they sent another repair person. At first, he could not find why it was leaking. He then said it would require a new tub caused by age. My machine is 10 years old. AHS said they would repair it. The repair person said parts would take another 2 weeks (total of 5 weeks out of commission). AHS sent this info to their "Options Dept", which means they let you know what your options are: None and none, more or less.
Their choice was they would give me the cost of the part $113.00 to buy a new machine or they could try fixing it again. I had to put new carpeting in my home because of the two floodings. I do not feel confident that the problem is going to be resolved. This is nothing new with AHS. Every time you call to see if something is covered, the answer is always no. This company needs to be investigated for business ethics. They are a disgrace!
It is a long story trying to replace my garbage disposal. It started in July and just ended now without it. I cancelled 2 contracts with AHS. In July 2011, the company dispatched a technician who diagnosed the garbage disposal as burnt out. I decided to delay the repair until my bad tenant would leave at the end of October 2011. Then AHS dispatched me with four technicians not trained enough to meet any minimum level of expectation. The first one did not bring the garbage disposal. The second one did not ring my cell phone and I was at home waiting. The third one also did not bring it. The fourth one saw the building dark and left placing a piece of paper on the door handle and I was waiting in the complex for that appointment.
It was a waste of my time to be home all this time in vain without counting the time calling, holding the line and speaking to a million of employees. Yes, I recorded the name of each one and the date. Almost nobody returned the calls, neither supervisors nor regular employees. I was fuming the whole day on the phone. Now, I am in search of finding a good one which respects the contract and gives a good customer service answering the phone fast. Do you know one? I do not wish now to hire Global Home since I read the bad reviews.
I've had several problems with my washing machine. They have come out a million times only to give me a quick fix. I have to pay $60.00 each time and for several times it had to be repaired several times in a 30 day period. I've been without a washer for several weeks, due to someone not ordering a part. I'm on a fixed income, and I'm sure with all the money that has been paid, I could have had several new washers by now. I feel the technicians are told not to report that a replacement is needed, I am 110% sure. This is such a horrible experience.
On Sunday, 7 August 2011, a call was made to American Home Shield about my stove that had stopped working in a house I had just purchased on July 1st. I explained to them that the stove was brand new and that the previous owners had just purchased it a few months before. Let me mention that before I contacted American Home Shield, I did call the previous owners and try to get the sales receipt because the stove should have been under warranty. I had no luck and there was no record from either Lowes or Sears of the purchase that is why I contacted AHS.
On Monday, August 8th, I was told that a Sears service/repairman would be out to look at the stove on Wednesday, August 10th. Sears came out at approximately 2:00 p.m. and confirmed that there was not a problem with the stove; it was in the wiring. They (Sears) notified AHS and they contacted Thilsted Electric from Enid, Oklahoma to come out the following day. Thilsted Electric basically tore everything apart and informed us that the wiring and voltage is too small for the stove. The electrician also informed us that he would have to contact AHS to get approval to replace it with the correct voltage wiring. He said it would probably take a day to get in touch with them and he would call us back.
Four days later, I contacted AHS to find out what was going on. They informed me that their computers were down and there was nothing they could do for up to 30 hours. I'm not exactly sure how they determined that their computers would be up 30 hours later, but that is exactly what they said! So we have waited. Now, it's been almost three weeks and I still have no stove. A supervisor by the name of Tranita informed me today that the issue is now in their Research Department being handled by a Ms. **. She said that Thilsted Electric informed them that there was nothing defective in the wiring. I explained that something was defective because the brand new stove does not work! I also explained to her that our contract with them states that it will cover:
a. Insufficient maintenance, rust, corrosion, or sediment;b. Improper installations, repairs, or modifications;
c. Mismatched systems where the indoor and outdoor units were not properly matched to each other in capacity or efficiency for proper operation; and
d. Undetectable pre-existing conditions which are defects or mechanical failures that could not have been detected by a visual inspection and/or simple mechanical test. A visual inspection of the covered item verifies that it appears structurally intact and without damage or missing parts that would indicate inoperability. A simple mechanical test is defined as turning the item on and off to ensure that it is operational. While turned on, the item should operate without causing damage, irregular sounds, smoke, or other abnormal outcomes.
The items listed above are included in the enhanced plan that we paid for. We were told by Thilsted and Sears that the improper voltage is a fire hazard also. I'm assuming that is why they tore everything apart and just left it dismantled. This company should be evaluated for its lack of customer service. I purchased the home warranty for problems just like this and now, I'm not getting any results or help with the situation.
Thank you,Darryl **
I paid $45 for AHS to send out an inspector that was there roughly 5 minutes. He said the springs would need to be replaced, and the parts would be available in about two weeks. Three weeks later I get a call from AHS saying the claim was denied due to wear and tear. I explained I had used the washer maybe 3-4 times.
Damages: Have spent over $400 for a warranty that denied my claim for unknown reason.
I have had three appliance failures in the past three or four months, including my heat pump. I called AHS, the technician came right away, checked the heating system, said there was a crack in the heat exchange. He said he would call AHS to find out the next step and I would be contacted right away. Three days later I called AHS and they told me the technician had just made the report (THREE cold days later) and that because I had not had "regular maintenance" they would do no more to help me.
Damages: I'm not sure how quickly I can get out of the worthless contract, or at what expense. I will have to locate my own service company and find the money to be able to pay for the repairs.
AHS only agreed to fix the refrigerator after two weeks of fighting with them. The service person stated that it was "too old to bother repairing and would probably break again shortly, and should be replaced."
Damages: We had to order new units at a cost of about $3300.
Many calls and emails to AHS resulted in no satisfaction. Best suggestion we received from AHS was to pay for another service call for a "second opinion". I opted out of that idea figuring that any repair outfit that was beholding to AHS for its business wasn't about to find against them.
Damages: I purchased a new dishwasher to replace the one AHS promised to "fix or replace".
When the company didn't show, I called them and was told they did not work in "my" area. On 12/2 I gave AHS my cell phone # for a new technician. 12/3 the technician leaves a message on the home phone saying he'll try the cell...no call. I wait until 12/7, call and place another request. 12/8 I place another request by phone, 12/9 I place a website request and 12/12 I place another phone request - still no call back.
I think it's time the Attorney General for the state of Florida receives my complaint to save other people their time and money.
Phone calls to AHS for repair have not been returned and now their records reflect I am past due on my co-pay.
I would like to email ALL title companies to discontinue doing business with AHS!
It is now December 1, 2005, and my oven still has not been repaired. Over the past 30-days I have spent no less than 5 hours on hold with AHS and/or Gulf Coast Services, and there isn't enough space for me to go into all the excuses they have given as to why the oven has not been repaired.
As far as I am concerned, home warranty companies, and AHS in particular, are an absolute fraud. I think they use deceptive trade practices and are a total waste of money.
Took too long. It is just poor service for a contract which is supposed to be helpful.
Now the part in on back order for 7 to 10 days as of June 19th and I close on the house on June 27th. and per the contract the dishwasher and range hood (another similar complaint) need to be repaired by closing. The hood vent is turning out to be another nightmare, It's been about 1 1/2 months since around 5/3/02 and its still not fixed. They (AHS) have had 3 vendors look at the unit which is the original 24 years old. I have called many times, have had to leave work to meet them and put a lot of effort into just keeping the ball rolling and today were back to square one, waiting on the vendor or AHS.
Other than very frustrated, several hours on the phone, time off work, I am selling the house and close next week on June 27th. Both items listed above need to be repaired by the owner (me) by close. This could seriously impact the sale of my home, as well as several other factors with both parties. I need to have these issues resolved by early next week and may have no choice but to purchase and have installed a new dishwasher and hood vent and exhaust fan and pursue small claims court.
Don should probably pursue the Small Claims option.
After 5 phone calls that day, us calling and the company calling us, no one could be found to come look at our refrigerator. At approximately 8:00 p.m. we were authorized $60 to rent a refrigerator as we could find no one to come look at our refrigerator either. We could also find no one that would rent a refrigeratorWe contacted the company in the morning and they said they would put the claim back in the circulation section, as it had been closed as soon as we were given authorization to find someone to come look at it ourselves.) Even though we communicated to them that we could not find anyone and they authorized us $60 to rent a refrigerator, they had closed the issue.)
After hearing nothing, we purchased a refrigerator and had it delivered at 5:00 p.m. on Saturday. We contacted Phil, of American Home Shield, told him the situation and asked if we should keep the refrigerator or have it taken away. He said that since it was old and probably couldn't be fixed that we should have it taken away. Phil said that he couldn't make any decisions on payment or reimbursement and would have someone call us back. Courtney called on Monday evening at 8:00 p.m., she said that her determination was that since we were informed that they had to have someone look at the refrigerator and try to repair it and that they weren't given a reasonable amount of time to try and effect repair that they weren't going to do anything to help us.
Our food was at a neighbor's house, which is really inconvenient when you have children who are always hungry and one who is hypoglycemic, requiring frequent food and drink. Our neighbors are orthodox Jewish people, therefore, on Saturday they observe Shabbat. Much of their day is spent at the synagogue and not at home. We were unable to access our food. Most of our plans for the day had to be cancelled waiting for calls from this company with information about someone coming to look at our refrigerator, which never occurred. Our old refrigerator was worth 1200.00, the refrigerator that we bought was 700.00. The policy has cost us 820.00 to date.
