American Home Shield Reviews

As AHS advertises, if it's something they can't fix, they will replace it. The last technician stated the unit needed replacing. When they did submit the issue, we were told we have to pay for the parts to repair which is almost the amount of what it costs to get a new unit. So, that was an issue. AHS could improve by standing by its word. But on the services, the technicians have been great. It was just a little upsetting to know that the unit does need replacing but they're paying to keep it patched up.

Golden Appliances came out this most recent time. They’re a Christian company, which is great. They're very courteous. I’ve dealt with them a couple of times, and they would definitely be my preferred if I call AHS for anything. When they come out, they explain to you what's going on. They try to fix it before they even talk about ordering a part. Then they tell me what's wrong with it. They got to reach back out to Home Shield for stuff, which I understand. I've had some other companies that were not so professional, and it really was kind of difficult for me to just hold my tongue to get things taken care of. Golden Appliances definitely would get a 10 out of 10 for me.

After a few days, the problem was still there. I was not able to open a service call. I called again and a lady in the retention office told me she would take care of it. A service guy came and fixed the issue. However, I am noticing that $100 is still showing, after calling 3 times. If I'm paying somebody, I'm hoping that it should be a fairly smooth ride for me. There's been a little of rough journey with American Home Shield.

I wasn't that pleased with A-US Air. There was lack of professionalism. They told me they'd be back that afternoon but didn't show back up. Then I ended up having to get the parts and get the AC fixed. It ended up being the inside air handler, they said. When they came back to fix that, it was $485 out of pocket for me, above the 100 that I paid. Then they took the paint off my wall and took out the air handler. I wasn't that thrilled. A-US Air could have gotten my AC fixed right the first time and the next time around, they could have handled it a little bit quicker with a little more understanding.

American Home Shield is a great service. It lets you not worry so much about those bigger issues that come up where you know you can rely on having the protection available to you. With the exception of one or two claims that I've had where the actual contractors haven't been the best, it's been great overall. The only thing that is kind of a hidden mess is having a random plumber assigned to you. You're not having one of your choices where I had worked with them previously and they did great. I had some other plumbing issues later on where the contractor didn't even come out. So I canceled the request. But the services provided by the company that came out for the garbage disposal have been exceptional. They always find the root cause and fix the problem.

I thought I should be able to get these things serviced properly but I'm having a hard time. The people who have been sent to help me with this leak, Alpha Heating and American Plumbing, were not good vendors. The first time their tech came, he said, “It is not the problem. But the leak of the pipe could be there. And that is not covered.” That clearly should be covered if the problem is there. There's a heat exchange leak. He was asking me to give him $1,000. He would do a replacement and the problem would still persist because that was not the problem.

I called back Home Shield and they sent me a plumber. He did a good job by looking it up and down and everywhere. He said something is leaking from the heat exchange pipe. But the heat exchange pipe was not leaking. He then submitted a report that it was a vent and it took 10 days for people to decide. I called my own person and paid $200. He took me to the crawlspace and said “Look there. There is no leak. Monitor. If the leak is coming from the rain, you will get the leak from the leak and the roof will be wet.”

I'm monitoring and the leak is not coming from the roof. If I had called a roof company, they will make a fool out of me and I will be paying them. Now I'm waiting. Home Shield assigned another vendor and they gave me this coming Friday as the timeframe. Hopefully, they do the job. The frustrating thing is the techs are supposed to at least tell me what is going on. Both the vendors that Home Shield sent really did a bad job because they didn't even look at it.

I had a flood and American Home Shield couldn't get a plumber out here so I hired one and they reimbursed me. Then, my heater and air conditioner all-in-one went out and AHS sent a contractor out. But that contractor couldn't fix so they escalated it to another contractor. They fixed the heater but they never checked the air conditioner. So, I had to pay another $150 deductible to have that same company come out to fix the air conditioner portion of the heater. They found out there was a short in it. A wire was broken. But they found it in time so they were very knowledgeable because the first people couldn't figure it out at all. My only gripe is that it was the same unit and I shouldn't have to pay another deductible to get them out here. Other than that, every time I call, AHS has been fine.

But I've had opposite experiences with AHS. When the refrigerator broke, it was our first claim. I've never had a home warranty company before but I put in the call and everything seems pretty simple. We did FaceTime and they recorded it. They said they were sending it to the repairman but the repairman never got the video. Then, it took a week for him to get here and when he came, he was not certified to fix the unit. I was pretty disappointed in AHS. They knew all the information and they sent someone that wasn't certified. That delayed us for an entire week.

I had to reach out again to get someone else but they couldn't find someone. It took a whole month to finally get someone to come out here and once we had our guy come out, we submitted for reimbursement. Instantly, they sent me a virtual gift card to get a new unit and it took two weeks to order that and have that delivered. We were without a fridge for close to two months. I was pretty irritated with AHS. There needs to be a timeframe where if they can't fix something in this long or they can't find a repairman, they would just issue the client to get a new unit.

Apparently, the crack in my toilet tank (causing a little flood in the bathroom) is due to abuse and misuse of the toilet. I asked them to demonstrate or describe how a person would abuse a toilet tank. Short of inviting an elephant into my house to use our toilet, I have difficulty understanding their findings. They sent out another technician who was careful to simply describe that indeed they see a crack but no mention of misuse or abuse. Of course, he's willing to replace it for about $1,000. Instead, we opted to pay $200 to our local home improvement team to have the whole toilet replaced. I suspect each contractor is bonused to find ways to allow AHS to deny a claim. Please read the real ratings at other sites!

But for the four faucets, I called them 16 times. I called the contractor but his voicemail was full so I wasn't able to leave messages. I texted but he would not text me back. After a long time, his voicemail cleared so I left voice messages and he still didn't get back to me. We finally got AHS and they said they would contact him. Sometimes, he would answer them. He would book an appointment with me and then I wouldn't see or hear from him. Then, his crew came out a second time to look at the same things they had already looked at. They said they were gonna have their boss get back to me and that he'd get back to me the next day but I never heard from them again.

I called AHS multiple times requesting them to send someone else. They told me two or three times that they have escalated my claim, which, as far as I could tell, meant absolutely nothing because nothing else happened. I never heard back from AHS about it and I never heard back from the contractor. We got to the point where I said if they would please cash me out. I asked them to give me money for whatever they would pay for and I would have my contractor come and do it. They finally cashed us out on the faucet and we got that taken care of outside of warranty. It lasted for months and months and it was such a pain. Other than that one bad egg, every other contractor through AHS has been really amazing and very communicative. Also, the warranty itself is really good and I would recommend it. They just gotta get rid of those people who are not professional and who don't respond.

I like American Home Shield personally, for somebody who's not handy and who doesn't know anything about fixing around the house. I can put in a warranty request to American Home Shield and as long as I generically describe the problem, they'll be able to dispatch somebody for that service to come to my residence. I can provide some symptoms and then they'll send it to somebody who's qualified to look at it. They'll probably call just to get some facts. But again, that's a tremendous benefit in my perspective. I'm pretty happy overall with American Home Shield. It's worked well.

The recent experience I had with AHS was pretty good. They referred me to a plumber who answered within 24 hours once they were assigned. They were very knowledgeable about the boiling system that I have and fixed the issues within a week. Prior to that, though, they sent over a plumber that really didn't know what boilers I had and, unfortunately, they didn’t provide the service that was asked. But once I called AHS and let them know the issue with that other plumber, they corrected the problem and switched to another company. Although I wish they would refer better companies with better ratings and reviews.

Also, one of the issues that I'm having with Home Shield is I've had the same issue with my oven now. They're trying to figure out what's going on with it but when I want to call Home Shield back and tell them it's still not working, that's something I have to set aside a half an hour of my day for. I can't reopen a ticket and say that the oven is still having the same issues. The only way to open up a ticket or communicate with them is to accept that I’m gonna pay my deductible and I don’t want to pay the deductible because it’s still not fixed for the third time. But the service has been pretty decent. The contractors come out and if they have the part, they would fix it. If not, they would order the part, come back, out and fix it. Fleming Appliance has been out a couple of times for various calls on our appliances and they're fine.

I wish American Home Shield has an American call center. They get these people that are from other countries on the phone. I would always get a survey right after a call which says, “Do you feel like you are clearly understood? Did you clearly understand the representative?” They're implying, do they speak English okay? I feel bad for them. I would answer I was satisfied because I understood them and I think they understood me. But you don't find out that they didn't understand you until the service call comes in. You find out they didn't write down the things that you told them to write down and it's too late because the survey comes too soon. This has happened not once, not twice, but almost every time. There was one time I had to call back three times. It takes a lot of effort. It's rare for the service request to go in correctly without having to go fix it. You gotta be very elementary with them. It would be helpful if they would read it back to you verbatim.

But I'm very happy with American Home Shield. I don't want to be without them and would recommend them to friends. I have kept track of what they've covered versus what I paid out in services and copays. The worst it's ever been is breakeven. I've made money every time. I've had repairs so big that they would have been thousands, and they were covered under American Home Shield. So even if you have the inconvenience of the communication, it's worth it.

Last week, I had one more request with American Home Shield with plumbing. I’m not happy. The guy came, and there was a couple of toilet bowl and he did the flush handles. He told me that in the toilet on the ground, the tank was broken and that is not covered with American Home Shield because that is wear and tear. I got a call and I talked to Home Shield. They told me, “Oh, no. It's not covered.” “Why is not covered?” “No, you can think about that if you have your washroom toilet, and you are using for, let's say, seven, eight years. And after that, one day, your tank is broken.”

When the dishwasher stopped working and there was no light, the first guy showed up and played with one of the electrical sockets, and he made sure it resets correctly. But he said that the dishwasher was not running. Somebody else came in and checked the electrical again. I'm very unhappy with my claim because I got caught in a very awkward place where DNZ was not sure if it was power related.

When the second guy was here, he told me, “Well, can you take this dishwasher out so I can check? I'm an electrician. I don't know how to take it out.” But I don't know anything about dishwashers. He said, “I would highly recommend that you call someone who specialize in dishwasher and if it turns out to be electrical, tell him to leave the dishwasher out and we’ll send our electrical man to fix the electricity and on and forth.” Then I asked what would they do with the dishwasher? He said, “Well, he will have to manage and put it back in.” I told him, “Well that is a very awkward position to be in. Honestly, I don't like it at all.” He said he would contact the company and they would send somebody from appliances. But as it turned out, nobody showed up.

I called American Home Shield because we were sitting without a dishwasher for over a week. They said that my insurance policy does not cover it. But when they sold it to me, I called specifically for appliances. Then I asked them what would happen if we want to upgrade the policy to cover appliances. But they told me that I couldn't do that until May when it's time for renewal. So I asked them, "What do I do with the dishwasher? Do I have to wait another month to fix it? I can’t.” They said, “No, no.”

After that, I called a company other than DNZ. My dishwasher is a Frigidaire. So someone came from Frigidaire and I paid a whole bunch of money. The dishwasher was wired incorrectly and they fixed the wiring in less than 25 minutes. It has worked since. But I was upset because I ended up paying a little over a couple of $100 plus the $100 that I paid American Home Shield for the repair that I never got because it was not electrical.

The people that came over to look at the dryer had a mask on and they were really thorough. They explained everything to me and my husband, and they answered all my questions. The guy said that they were gonna do everything they can to fix it, and to see if they can get it back working, but after further looking into it, it was not fixable. He said that the dryer was 17 years old and they don’t make parts for it anymore. I got an email from American Home Shield to select a new dryer, and I was able to pick from a list. There was a pretty wide selection to choose from.

The people that came in to install the new dryer were very professional, quick and offered to answer any questions that I had. Overall, my experience with American Home Shield was very good, especially being a new homeowner. We just moved here in September, and for something to break so quickly, it was a little discouraging. However, AHS made the process very good, and I would definitely recommend them.

The first appointment for the refrigerator was probably a week and a half out from the time we called, and I questioned that. The repair company said, “We cover a big area and that's as quick as we can get there.” Then because of hospital appointments, we ended up having to cancel that. So, it ended up being a month before they got out, but that was our fault, too. It worked out all right because we had another refrigerator that was delivered to our things that were packed from the other house. So, we've always had a refrigerator that was kept in the garage and so we were able to move the food out. We didn't lose food. The tech who came worked really hard. He had to take the whole thing apart and it was all packed with ice and the condenser was bad. He did a lot of work, and he was here for probably an hour and a half working. Everything's fine now.

I never called Home Shield back and said, “Look. I need somebody now." If my freezer had gone out too when I had filled the freezer with food, I probably would have been a little more aggressive, but I didn't feel like I needed to because we had it taken care of. I will use them for the big things if I can. We had a leak in our shower, and we were flooded with water and we couldn't get it turned off. I didn't call them because I just called the plumber. He came out the same day. Overall, AHS has done everything they said they would do. They're providing a service and I’m enjoying the service well. I can't say they were overly friendly but I don't want to say they weren't either. They're doing their job. They're very professional about it.

We had a water leak and the people that American Home Shield sent out came in and out of here for almost two months and claimed they could not find the leak. My water bill was $1,000 every month and, sometimes, more. I also had a bad experience with the brand-new air conditioner that I had. We had a problem with the heating system and the heating company came in and messed with the new air conditioner, and it was 100 degrees. American Home Shield got them to come back out and redo it but that was a nightmare because I didn't tell those people to touch the air conditioning. They were supposed to be fixing the heat.

But in 2021, American Home Shield got their act together. They've been the best since I’ve had them this year. We had a problem with the washing machine, and the people came and fixed it perfectly. We just had someone in to do the seasonal check up for the air conditioning and that was perfect too. We had some plumbers to come in this year and do some toilets and that was perfect as well. The people that they're sending seems like they know what they're doing. Right now, I'm completely happy with American Home Shield. I hope they keep doing a good job like they have this year.

We had American Home Shield at another home. Having a home warranty takes the worry out of things, a little bit. If I can just pay a certain amount of money that I can afford and not be worried about big expenses coming up, it's totally worth it to me. So far, American Home Shield has delivered, and that's all I need. The only thing is American Home Shield constantly sends me advertisements to get them to the same email address that I have them through. It means they're constantly sending me ads to try to solicit my business to the same address that already has their business. It's silly. It makes it hard for me just to delete because some of it is my policy information.

I talked to somebody at American Home Shield three times on Monday and I talked to the garage door opener tech twice on Monday. I told all of them that the spring was broken and that it was visible. I could see it. It was not the first time it was broken. No one told me that springs are not covered. I would recommend AHS to my friends but I would also tell them to research thoroughly to see if an item is covered. They should do their due diligence before they submit a claim and lose their $100 because if something isn't covered, it doesn't tell you.

The only complaint I have is the surprises. With our hot water heater, there was an extra $300 of things that weren't covered, which AHS calls add-ons. Our plumbing was soldered instead of threaded, so they had to charge us more to do that. There were things that weren't covered. And I know if something like our air conditioning goes out, AHS pays to replace the AC, but they won't pay for the crane to bring it in or a lot of the work that is done. It would be nice if there was at least a policy that we could consider that covered everything. It might be worth our while to pay a little higher premium if we knew that everything would be covered, including all the labor and equipment.

With the dishwasher, the issue we had was parts weren't available. They brought in a new computer part and put that in. That didn't work, so that had to be reordered. So, it was very long before we finally just got a replacement dishwasher. And for the replacement, if we don't go with AHS' suggested replacement, the out of pocket expense is astronomical. But overall, we've been happy with AHS. The premium to have somebody come out is decent. So, I recommend them to other people. And because on our other house which we had for nine years, I always recommend to anybody, new home or not, to get a home warranty and I usually recommend AHS.

My real experience using AHS was a few weeks ago. Other than that, I've just been paying for it and I haven't used it until recently. But it’s the comfort in knowing that if something does go wrong, it falls on one of those categories that they provide that you will have some type of support. You're not out there dangling around thinking of what you’re gonna do.

I've had some bad experiences with some contractors American Home Shield had sent. They had sent me someone who was a smoker. He came in my house where nobody's a smoker, and everything he touched smelled like smoke afterwards. He also said his truck broke down and he couldn't get out. We gotta reschedule. The timing is a problem too. Some of those contractors are smaller businesses. I’m all for supporting the small businesses but when small businesses are taking on 20 jobs a week and something where the part takes a day to get, it shouldn't take them a week to bring the part back out because they got other jobs to do.

My air conditioner is getting close to 20 years old. By the time American Home Shield continues fixing something that's really old, they've actually replaced the entire thing. It's ridiculous really. That aside, this home warranty is faster than any of the other home warranties. I also have Select Home Warranty on two of my other properties and they've done really well. But American Home Shield's quicker and they seem to find people. One thing they have trouble with is if you live in a remote site. I have a place out at Lake Texoma and American Home Shield covers that area. I'm paying close to $80 a month for that warranty but they have trouble finding anyone to service anything out there.

I'll tell them my air conditioner is not working. They said they will repair it within three days but it took them three weeks to find anybody to fix it. That was in the dead of summer and it was really hot. That was not acceptable. The tech that came out had to spray dye and said he would be back in a couple of weeks to check it. American Home Shield never checked back to see if anything was ever fixed or repaired and they just closed the case. The tech has not even finished yet.

Techs just replaced a propane stove out there for me. They had to have the jets because all they have is a gas stove and you have to change the jets to make it work with propane. American Home Shield told me that the propane kit will be attached. I asked who was gonna do that and they said, "See if you can find somebody, and we'll pay him 100." It was $175 to install it. I asked, "What if I install it? You gonna pay me that money?" They said no but they can pay somebody else.

It took them about a month to find somebody before I could even use the stove. It took a couple of months before I got a stove replaced, which was something that was supposed to be done within three days. I got to pick it or I could purchase it for better quality. They finally got some guy in Tishomingo to come out and replace the jets and haul off the old stove. You put up with this because you do save money in the long run if you're willing to jump through all these hoops.

I would recommend American Home Shield to friends under certain conditions. I would ask them about their conditions first. In my case, I don't have time and I'm very busy. It's just not worth it for me to have to repair these items even though I can. But if you're a mom or even a person that doesn't have any of those skills, the home warranty would be worth it. But watch what they're charging you. If you're not gonna be calling them a lot, keep the deduction high and pay less annually.

If you are gonna be using the home warranty a lot, keep the deduction low. Select the lowest co-pay and pay the higher premium through the year because that will pay off. I've done it all. I've been using American Home Shield for years. I give my buddies referrals and I told one, who also has rental properties, to give them a try. American Home Shield gives you $25 but I don't do it for that. I actually believed in their product and I still believe in their product. I use them myself.

Another thing about American Home Shield is they raise the price annually and without even any explanation. You'll buy an original contract with them that covers everything and they call it an introductory contract, for maybe $400-something. The very next year, that contract will almost double in cost. I used to cancel the contracts every year and just start a new introductory contract every year. They got wise and they stopped offering introductory contracts to anybody that had a previous contract.

The home warranty covers very little. Unless you need a major appliance repair or your air conditioner goes out and they cover that, then it's probably not worth it because there are a lot of exclusions. We had another plumbing issue right when we moved in. The home warranty took care of the actual plumbing issue. But it was a water leak issue and created some secondary damage to the drywall, paint and cabinetry. The home warranty doesn't cover any of the secondary damage. They only handle the primary problem which would have been a $200-fix. The secondary problem is a $15,000 repair.

A lot of the issue with their customer service is it's outsourced overseas. When you call, frequently, you get an operator that English isn't their first language. Also, some of them are not terribly friendly. When we had our initial plumbing issue that resulted in the drywall damage, I had a person on the phone hang up on me twice on purpose. Some of their representatives are extremely helpful, friendly, and will go out of their way to help you. But the other ones are like, "Not my problem. Sorry about your luck," and they'll hang up on you.

A few years ago, we had a continuing problem with our heat and air. It’s 0 degrees and you're worried about the pipes freezing. You can't get anybody out here for three or four days and that was a huge problem. It was the same for the summer when it was 90 in the house because the air conditioning tore up. You don't wanna wait three or four days.

That aside, the warranty company does what it says. They contact some company to come out and fix whatever is the problem. Usually, it's a part that's needed. Sometimes, they have to replace small appliances. We had to have our garbage disposal replaced. We had a claim where a gentleman came out and fixed our washer and he was very good. He's been out to our house a previous time several years ago to fix our dryer. He's very knowledgeable and professional. I was very pleased with him.

Our heat and air conditioning furnace went out five times in six months until the techs finally figured out the problem. The unit is an old system and it should have been replaced. But American Home Shield does not wanna come up with a big chunk of money to do that. The unit has to die and be irreplaceable before they do anything. On the whole, I would tell friends to do American Home Shield because it's a really good deal. The service is good and I've been happy. But they should keep in mind that if they want immediate service for things, it's gonna be at least a minimum of 24 hours before they can get someone to come and fix whatever is broken.

I've put American Home Shield's name out there quite a bit with family and friends. I'm very happy with pretty much everything. The only issue I've ever had dealing with them, the process and including the vendors, was one vendor who was debating with me on what I was hearing on an issue with an AC at one time. Going back a few years, I did a repair to the AC system and the guy was walking out. I looked at him and said, “That's not fixed.” He said, “It is fixed.” I said, “No. It's blowing cold air, but the bearings are gone in the motor.” He said, “That's supposed to sound like that.” I used to work as a mechanic. I know what bearings are supposed to sound like. Sure enough, a year later, I had to call AHS again. That time, the guy that came out was more in keeping with the experience I recently had and other experiences where he's very professional and very nice.

I feel more value from AHS as an insurance company than my homeowner's insurance, which I've never had to use. So, when I look at premium spent with companies who I’ve never had to recoup expenses from, I feel I get more bang for my buck with AHS. It's not that my insurance is bad. It's just that I can put pen to paper and calculate how much AHS is saving me over the course of a few years. I love the company.

Finallyafter 30 days, and I had been dealing with these other companies coming in and making these little fixes and I told them, "Don't dig into the system. I just need to get the problem at least fixed so we can keep it running until my warranty takes over. Then, we can dig deeper into the problem." After that happened and the warranty became active, I called AHS, which they sent out one of their contractors to come out and determine what was the cause of the problem, and make recommendations on repairs.

The first contractor came out, he was at my house for 10 minutes and he was intimidated by the age of my heating and cooling system because it's 30 years old. So, he couldn't dig into it to find out exactly what the problem was. I explained to him what I had been dealing with over the last 30 days to keep the system running. He gave me no diagnosis on what the cause of the problem was because he couldn't diagnose the problem. He didn't have the skill set to diagnose it and deal with the older system. So, he told me, "We're going to have to send out a senior guy to come out to fully diagnose the system and actually dig in to what's causing the transformer to continue to blow or go out of service." So, the first contractor left. He also left my system in a nonfunctional state when he left and I had to go down and change the fuse, which brought it back in to working. But he didn't say anything. He just left.

So, I'm waiting because he told me that AHS would send another contractor. I'm waiting for someone to contact me, do some scheduling or something. So, I called AHS to find out what was going on because the contractor came, told me what the problem was, and he should go back and report it to the warranty company, and the warranty company decides on what they're going to do and tells them what they're going to do or what they're going to allow to be done at my house. So, I called AHS, they haven't heard anything back from the contractor and they told me that I need to call the contractor back. And I'm sitting here the entire time. "Why am I calling the contractor? You should be calling the contractor? Only thing I should call them for is to schedule and that's it." So, I told them I'm not happy about that interaction and I shouldn't be having to have this interaction with the contractor. I should be dealing with AHS.

They haven't heard anything back and this is four days later after the contract has been here. So, about 30 minutes, they called a contractor, and the contractor gave them their diagnosis of the problem. The contractor told AHS that my issue is a pre-existing one. I've been dealing with problems with my system since I've lived in the house, which was totally incorrect because I told the contractor that the only problems that I've had with my system is when I first moved into the house three years ago. I had to have the coolant refilled in my system. My system would overpressurize because I needed to clean out the filters, which I did, and it would cause me to have to do a reset because I have a heat pump system. I would have to reset the system to get it to start working again. But that was it. That was not a functional problem. I had no other problems with my system up until now.

The contractor told the warranty company, "Nothing we can do. It's a pre-existing issue." It's my problem. So, I called AHS back because they said they have issues with the service request and they're not going to be able to approve it. They told me what the contractor told them and I told them, "No, they're completely wrong. The story that they gave you is completely wrong. I have not had any issues with my system. Even though dealing with the age of it, I have not had a bunch of pre-existing issues. Technically, yes, you could call this a pre-existing issue because I had to have service done while I was waiting for your warranty to become active. So, if you want to make that a pre-existing issue, then technically, yes, that is because I had no choice. I had to do something."

"Well, at this point, if that's all they're gonna tell you, I'm explaining to you that they're incorrect and it sounds like, to me, that you're not listening to me, you're listening to the contractor and you're trying to find a reason to not repair this issue." So, I said, "I want a second opinion. Can you send someone else out here?" Because the first contractor didn't even fully diagnose the problem. I still don't know what's going on with my system or what's causing this transformer to blow out. I would at least expect to know that by now.

AHS agreed to send out another contractor for a second opinion. The second contractor came out, told me what he thought the problem was. But he didn't even open up my system and dig into it. I told him what I've been dealing with, what the last contractor did or didn't do. I explained to him, "This is the problem." And he said, "Okay. Well, typically, from the sounds of it, that's like a low voltage problem and it's causing it to make your system work harder, which is also causing that transformer to blow." And he started showing me where my electrical lines are for my system, and he showed me that one of the main power harness had been replaced once before, but wasn't replaced properly.

But he said, "We can still probably fix your issue. First thing we'll have to do is replace this power line, then we may have to replace some hardware in your air handling unit, and then dig into your heat pump to see if there's any issues that are causing your air handler to work harder than it needs to, which would cause this problem to come back or show its face in a different aspect. So, this is what I'll do. Right now, they've got you unapproved for anywhere regarding your system. I'll go back and I'll explain to them the situation and I'm pretty sure we can get them to at least consider the repair and cover some of your costs on the repair." I said, "Okay, that'll work." So, again, he went back, I have to prompt AHS because they didn't send AHS a diagnosis again. So, I waited another four days with not hearing anything.

I called AHS, they told me the same exact thing, "We haven't got anything from the contractor to know which way we need to move on approving you or not." I had been talking to the contractor in between that time and the contractor told me that, "This is what they'll probably do. They'll approve for us to replace the hardware. But when it comes to the power line part of it, they probably won't cover that. We're looking at a couple thousand in total for the work. Basically, they'll cover the majority of it, and then you'll have to cover like $485 of the repair."

I told them I don't agree with that because, one, they shouldn't be dictating to me what the company is going to be willing to pay and not pay for my warranty services, regardless of the situation. They should tell me what the problem is and forward that over to my warranty company and they should be working with them to negotiate what is and isn't going to get paid, then they tell me from there. I told the contractor, "I'm definitely not happy with that, but I understand what you're saying as far as what it is." And he made it to the point, "Yeah, this is basically what's gonna happen. You can argue with the warranty company all you want, but basically, we're dictating the terms to them." That's not what I pay for.

After that, that's when I called AHS and they said, "They're saying it hasn't been approved because we haven't approved anything. Our service department hasn't reviewed it." So, I asked, "So what do you need then?" And they said, "We need the diagnosis from the company." So, I called back to the contractor again, "Y'all need to send a diagnosis over if I agree to those repairs, what you're saying. Please send that info over so that they can review it and then I can talk to them about it further." They sent the diagnosis over. AHS sent me an email saying that, "Hey, there's some issues with the work that's being requested. You need to give us a call." I called AHS back again and asked, "What's the plan? What are we going to do here?"

They regurgitated to me exactly what the contractor said. "We'll approve the work, but you're gonna have to pay 485." Again, I didn't agree with that. So, I started to discuss with them that factor because I said, "I had the top-of-the-line warranty for my house from them, and under it, it does say all electrical work, your HVAC systems, ductwork, all electrical systems in it as well would be covered for repairs." And it does say in their warranty there is a caveat for them, that is if it's a pre-existing issue, that they could deny the repair and not pay it at all, or if it turns out that my system needs to be replaced, they would pay me for the cost of our system to cover replacing it, whatever that cost would be.

Even in that scenario, it would have cost me $2,500 because it would have been $10,000 or more to replace my entire system by that contractor because they also gave me this option too and they told me what it would cost that or more for them to replace my entire system with all the work, and I would be responsible for the remainder, which would be $2,000. I said, "Okay, I understand. Because of the age of my system, I'm not gonna get the full value for it in that kind of exchange. So, I would be liable for some kind of cost." I'm expecting it. But in the meantime, it's cheaper for me to just get it fixed and keep it working as long as possible up until I have to replace it.

I shouldn't have to be pay anything if they come out and replace the main power harness because that's what they're talking about, either replace the main power harness plus whatever hardware inside of my system may need to be replaced to keep it functional. These things are covered. You can try to hit me on the technicality part of it that it was a pre-existing issue that you wouldn't have known about if I wouldn't have said anything. I'm being honest with them, telling them what I've been going through. This is my first service request with AHS for anything in the house, they should lean towards listening to my concerns, but they seem to stick to what the service provider said and it doesn't matter what I say. And I'm telling AHS that the service provider is incorrect in what they're telling them.

I said, "This isn't a pre-existing issue. It just started while I was waiting for my warranty to become active with you guys' company. And again, you're trying to find ways to not pay or not cover what is clearly, to my eyes, is covered and you're trying to ding me on a caveat in your contract. No, I don't agree with this at all. Again, I think you guys should pay for this." I got tired of talking to the rep and said, "I have nothing on you, but I don't agree with the policy. Can you please transfer me to a manager and let me speak to him that I'm gonna actually, hopefully, make a better decision here on what you guys are forcing me into." Because I also told them too my further concern on top of this is if we fix these problems and now other pieces of this system start to fail, would they also start denying me as well because now you know that there's issues with my system? "Hey, if anything else comes up, well, it's a pre-existing issue."

But that conversation with the manager did not go well. I laid out the story for him again. This guy went back to the same line. "This is a pre-existing issue." And changed the tune to, "Now we're not approving anything. You're completely unapproved now for any repairs." I said, "Your other rep just told me that this is approved, and now you're telling me now suddenly that it's not? Now I need to understand why because why are you now changing your tune? I know it's not because I have a problem and I'm questioning your guys' warranty and the validity of what you're saying you can and can't do. If that's the case, then I need to get rid of y'all completely because, at this point, you're not looking out for my best interest. To me, you're looking out for yourself. So is that it?" And he said, "No, we're just denying you because, completely across the board, it was a pre-existing issue and we're not going to cover any of the repairs for it."

I said, "Then at that point, what am I paying you for? I want y'all to cancel my account. I want all my money returned to me." I had to pay the $100 service fee to get someone out here. I paid that without question. And now, I'm gonna have this reccurring monthly payment with AHS. And first run out the gate, they aren't proving their value to me. At every pass, I feel they are going to try to find a way to not do what their contract covers or not do their job and meet my expectations as a customer. I told them, "I don't care what your service provider is telling you. That's y'all's problem that y'all have to negotiate with your service provider. I'm your customer. Here at this point, you're not looking out for me and that's my expectation in all of this. And now, you're going to turn around and just say that you're denying all services altogether?"

AHS needs to get rid of their customer service department. They need to get someone else. They sounded like they were foreign-based. I could understand the first lady that I talked to, but it took some listening. The second person that I talked to, his whole demeanor was trash. You have to be professional, understanding and listen to the individual that you're talking to and try to understand their problem and see it from their side of the table, and hopefully come to a resolution that's amicable for both sides because that's your customer.

He had this attitude that he did not care about me being his customer whatsoever. And it came through in his tone and in the conversation that we had. The minute that he turned around and said that, "Well, we're not approving for anything at this time," and I said, "Woah. Number one, I don't think you even have the decision-making power to decide that. And two, as a customer, I think that, at least, this should prompt some kind of review or higher escalation and I understand again that you're sticking to what you've been told or your guys' terms as far as the contract. But again, you're not even showing any willingness to try to work with me or try to talk me down off of the ledge or any of that. You're just, 'It is what it is.'"

They didn't give me any other explanation as to why they are not approving the services. But I'm taking it as because I'm asking questions and I'm giving them a hard time about what I feel they should be doing. And if that's the case and if that's how they treat their customers, then they shouldn't be in business because they're not offering a service, they're conning people, and turn around saying that they will do these things, and they are not doing them, or they are trying to find a way to get out of doing them.

I was rude because at that point, I said, "I don't want to hear your apologies. I don't want to hear you saying that you're sorry about what you couldn't do because there's a lot you could have done and you chose not to do it. So, don't apologize to me about anything. Cancel my services or transfer me over to your cancellation department. Me and you no longer need to discuss anything and please transfer me over." It was a weekend, so their cancellation department was closed. The call came back to the guy, and as soon as I heard his voice, I just hung up.

I went and talked to one of the heating and cooling guys that I worked with before while I waited for that warranty to become active, and he has come out and I got the whole system replaced for half the cost of what they were being quoted for. Everything else in my house, for the most part is in fairly good shape. I may be able to utilize AHS for my appliances or other little general repairs that I may need to get done in the future. But I'm still not happy with them. I am looking at other home warranties.

When the first guy came out, he just looked at the refrigerator and he just wanted to get started to work on it. They didn't want the same people that worked on it last June. Apparently, it had some leaks. It leaked the refrigerant out. The second guy came out once and looked at it and said he had to go and get permission from AHS to order the parts. Then he told me the parts were ordered and he'd be out here by a certain time on that day that he called. He never showed up. Raul was kind and seemed to know his job, but no work was done. We got an email later from AHS that said, “Go ahead and buy a new refrigerator."

I had a refrigerator that wasn't making the proper temperature and American Home Shield brought one of their members in. After two and a half weeks, the refrigerator is okay. I had another claim in for my pool pump time. It was supposed to turn the pool pump on and off at a specific time. It's digitally controlled and I have coverage for my pool equipment. But reading the subparagraph of the coverage for the pool, one of the lines is they do not cover multimedia systems, which is not well-defined because for me, a multimedia system is an entertainment system, not a computer-controlled timing mechanism for a pool pump. They need clear definition because when you pay them the money for the equipment to be covered and it isn't unless you know about their dictionary, it isn’t gonna get fixed.

The response ratio of AHS is incredible. The vendors that they sub their contract through are great people and they’re clean and polite. My wife has been ecstatic. Keep my wife happy and I’m happy. That's all that matters. She sent in the request at 6:00 a.m. and the contractor was with her by 9:00. I was impressed. Everything's been incredible with AHS.

Number two was when an electrician came out and they were supposed to do my doorbell. We needed them to fix our doorbell. It rang outside, but it did not ring inside. We ordered another doorbell and they were supposed to put it in. That was not taken care of and I just let it go. The next thing that happened was my refrigerator went out. When we came back home that weekend, it was a mess. I called American Home Shield on a Wednesday and the contractor couldn't come out until Monday. The man that came out told American Home Shield that I needed a fan for the refrigerator. He said they didn't make that fan anymore. They told him to fix it with what they had. He said, “She's gonna call you back because it's not going to last.” He went on and fixed it.

I called them back that Monday because I noticed my mayonnaise in the refrigerator was kind of warm and all my stuff was spoiled. That was the second time that I lost food. I sent them pictures of my refrigerator the first time. My house smelled awful. They told me to send them the receipts and they would reimburse me, or they would decide what they were going to do regarding my medication and the food. But I have not heard anything since I sent those pictures and this will be week number two. I don't even know if they got everything. They haven't had the courtesy to even call me and say they are working on it. I have someone coming today to check out my new refrigerator. They don't know how hard this has been. They need to come and check it out and make sure that it works. We have to pay $107.50 for them to come out on a call and I don't have $107 to fork up every other day.

They called me last week and asking about the reinstatement of my contract. But no, I have not had good service with them. The last time they sent someone out, I told them to send me someone that is a good person and they did. The gentleman that came to check my refrigerator was a great guy. He told them that I had taken special care of my refrigerator, and I had.

I had also called them and told them I needed someone to check my dryer and my washing machine. They sent this gentleman out. He was dressed very professionally. He came in, and as soon as he turned on that washing machine, he knew what was wrong. He opened it up and said, “I'll be back. I have to go get my part.” He went, got the part, came back, and fixed it right away. I told him he was supposed to do my dryer too. He said, “No, all they had was your washing machine.” The second day, that guy didn't come back. They sent some other guy who had mud on his shoes. He came in and looked at it then said there was nothing wrong with it and that was it. I never heard any more.

American Home Shield sent me three people that I had been impressed with. The first one was the one that came to check my furnace. He didn't stop until he got it done. The second one they sent to me that I was pleased with was the gentleman that came and took care of my refrigerator. The third one they sent me was this gentleman that came to take care of my hot water heater. They made a mess, but they cleaned it up.

Sometimes, I'm noticing that American Home Shield is not sending the right people, like the guy that came and fixed my sink. The little thing was leaking where the water comes out, and I had a sprayer. When he came back, he brought me something but it was nothing like the one that I had. They said in my contract that they would replace it with what I had or better but they didn't do that. It's like they just got anything and put it in my house and I don't like that. What I'm gonna have to do is save my money, find one myself, and have somebody come and put it in for me. I don't think that's right. Also, when I call in, sometimes I can hardly understand the people that are there. They need to take more time and take it slow. Some of them are wonderful though.

We kind of got in an argument over that because I was going, "Well, you've only got one box to check for plumbing.” I don't want to pay $75 for each one. They had told me that it could be added on and then they went back on their promise and they wouldn't add it on. I was not happy with that. But later on, I was able to go in and check and get asked if I needed one thing or multiple things done. Once I put down the multiple things, I had a box come up where I was able to write down everything.

A technician came and fixed the garbage disposal. He stuck up there a tool and turned the garbage disposal on. It then started working. It was an easy fix. My husband went out and bought the same thing that the guy showed him. I will definitely refer friends to American Home Shield. When I submit a claim, someone is out there fixing the problem within the next day. Going forward, I'm going to keep this home warranty. I love my service.

The company that came out to my house for another claim, ANO Appliance Repair, are tricksters. It was determined in their opinion that my refrigerator had been outdoors. And their evidence was the fact that it’s rust. That is what they reported to AHS. And AHS refused my claim. So, I told AHS that I'd like to cancel my membership with them. I was sent to this customer retention department.

There was a very amateurish technician who came out the first time with ANO. He had very little experience. He did an examination. He said it was a weak compressor. The second guys, the good guys who came, said it had nothing to do with the compressor. I asked the first guy, “How long have you been doing it? How did you learn how to fix appliances?” It was just by watching people. I also asked him, “What did you do before this?” He said he was a manager at Cheesecake Factory. That really qualifies him. So, I was skeptical at that when I asked for that and got that response. But I figured out give him the benefit of the doubt. But when ANO's staff said that the refrigerator has been sitting outside, it was rusty, it was never the case. It was my tenant’s unit. And she said it has never been outside. It was brand new when she moved in. It was out of the box and it has never been outside. But it was sitting next to a window.

When I told the A&E repairman the story and he asked me, “Who came?” I told him it was ANO. He said, “Oh, my. Okay. I understand.” Apparently, it's not the first time that ANO has not performed. So, if I had to comment to somebody about my experience, I would let them know, “Request that ANO not be assigned to your job.” And I don't know why AHS would even employ somebody like this.

American Home Shield’s customer retention department set me up as a last ditch effort to save my business, sent me a different repair person. They fixed it. After that, they came out and did a very good assessment of the appliance. They ordered the right part. General Electric sent the wrong part. Right label on the box, wrong part inside the box. It turned out to be okay after all.

I told him I woke up, my light was flashing. I had electricity, my alarm clock was flashing. So, I knew the electricity went out. I got up and went to the kitchen, turned the light on. I didn't have any lights in the kitchen. I went around the house and checked everything else and I seemed to have power everywhere else. So, I assumed that a breaker popped in the kitchen. I went out to the breaker, opened it up and I had several breakers that were popped. So, I reset all those breakers and I closed the box. When I pushed the box to close it, because you have to push it and lift up for this little catch to catch the bottom, it was like a lightning bolt, then a boom came out of the bottom of the box while I was holding the box, holding the door. It freaked me out, but I didn't have time to get scared because it happened so fast.

I opened the box and the main and several breakers had popped. So, I reset the breakers and the main, closed the box easily, and went on about my day. An hour later, there was another boom and I went back out there and everything had popped again. So, I called AHS and said I needed somebody to come out here because whatever is going on is beyond my knowledge. I didn't want to go and reset everything because I didn't want it to happen again. And we had a rainstorm the night before and that is what tripped electricity. I assumed everybody in my neighborhood lost power at some point during the night because when we have a big rainstorm, everybody in the neighborhood seems to lose electricity.

The tech said, "Okay, I'll go back to my office to write AHS and come out here another time with another person because it's going to take two people to check all these wires." I got a phone call later from him saying that AHS denied the claim. I said, "Okay. Well, I need it fixed. Give me a quote." He told me that he denied the claim because they don't cover acts of God, which was odd to me because insurance is supposed to cover unexpected things and an act of God would be an unexpected thing.

I called AHS because I was pissed off and I told the lady who answered the phone, "Explain to me how God put water inside my wall. Because he told me water got inside this little tube and shorted something out." And she acted like she didn't know what I was talking about. I said, "You denied my claim because of an act of God. So tell me how God put water inside my wall." And she said, "We don't cover acts of God. That's just against our policy." I said, "That's not what's wrong with my box. There's something shorting out and I need somebody to come fix it."

She said, "We have a second opinion thing if you want to use that." And I said, "Yes. Send out the company that came out a few months earlier to change out a breaker." She said, "Okay. If we get the same report from them, then you have to pay us another $70. If it's a different report, then you don't." I said, "Okay, that's fine, whatever. Just send them out." They came out. The next day, I got a phone call and this guy on the line said, "It's gonna be $140 an hour to come out and troubleshoot your systems, and I can give you a quote to repair it from there." I said, "What do you mean troubleshoot it? You were out here yesterday and that's what you're supposed to be doing is figuring out what was wrong." Then he said, "They denied that claim." I said, "Okay. Tell me what you told them. I want to see the report that you sent to them." And he said, "I don't know. I'll let you know," and hung up the phone on me.

So, I called AHS and said those poeple were fishy. It sounded like a scam. I said, "You need to send me what they sent you that you used to determine to deny my claim." And she said she can't. I asked why and she said she doesn't have a way. She said, "I can read it to you." And what that guy wrote up was that it rained, water got in the box and fried the box. But that is not what happened. This incident happened twice and it was after it stopped raining and it was after I reset the breakers. And she said, "We can only go by what he said. Give me their numbers." I gave her the number and she called them. I was on hold for about 20 minutes still. She went on to another line and called them.

She got the other guy, and she came back and said, "Yeah, they sound kind of fishy to me too." I was like, "Okay, I'm glad they sound that way to you because you're not gonna look at me like I'm lying or crazy." And she said, "Yeah. This guy wouldn't even let me talk to the guy you said you talked to." While I was on the phone with her, while she explained to me the phone call that she just had, I got three phone calls, one from the Talid brother guy, one from Malik, and one from the technician. And I got a text from the technician shortly after that. So, I told her, "When are these other people going to come out?" And she told me they would come out Friday.

They called me up and said, "The owner of the company is going to come out -- he's a master electrician -- because everybody else is busy. So, he's taking calls. But he's going to come out." I said, "Okay. If you need me to cut this hole in the wall so you can examine the inside of the wall and all the wires, let me know and I'll do it today. So when he gets here, everything will be ready for him." He said, "Don't do that. Let me call him to see what he wants to do."

He called me back and said, "Don't cut a hole in the wall. Most likely, he believes he can figure out what's wrong with it from the box access." These two guys came out, opened the box up, examined the box, got me and said, "Come out here. What did these other people do?" I told him, "They shined a light in this hole and he said there's a shape down there somewhere and water got in there probably and jumped the water."

Here is what's funny. When I talked to AHS the first time, I told her what the guy told me about the wire being there and water getting down in there and probably shortening it out. And I asked, "Is that covered?" And she said, "It depends." "It depends on what?" "It depends on if it's older, if an animal chewed the wire." I said, "How are you gonna determine that?" And she's said, "The technician will be able to tell." And it made me laugh because how the electrician would figure out if those are bite marks from a rat or cracked wire from being old? And if a rat bit into the wires that caused my breakers to pop, that rat would be dead because that means there was a hot current that would have hit him when he bit the bare wire. So, there would be a dead rat in there. I thought she was just reading something and it didn't make any sense. Probably some lawyer wrote it to get AHS plausible deniability.

Those people came out, one shined a light in the hole and said, "I don't see anything wrong with there." And they talked to each other for a second. He said, "Let's just turn everything on and see what happens." So, they turned all the breakers on, reset the main, and within five seconds, boom, and a lightning bolt shined. They all jumped back and were, "Whoa, what the hell? That shouldn't have happened." And they talked again. He said, "Okay, let's just pull all the breakers off this side." They pulled four breakers off the one pole on the right-hand side and they reset all the breakers that popped, and they turned the rest of the breakers on the left side, turned the breakers on the right side. Because the first thing they did was they turned everything off, then turned the main on and flipped the breakers one by one. And when they got to one, that was when everything popped.

They didn't know what caused it, they just knew that it happened when they got to this one breaker. So, they took everything off that side, and they did everything again with those breakers -- four of them -- off the post. Nothing happened. So, he said, "Okay. It's not a short in the system because that means if there's a short in the system, there's somewhere in the wall that would be happening." So, they plugged the top one in, turned it on, nothing happened. Plugged the next one in, turn it on, nothing happened. Put the next one on, turned it on, nothing happened. They had one left. He said, "It's got to be this one." So, they stuck their meters on it to see if it had a current, they did some home testing and continuity testing with that breaker and other breakers to see if there was a crossover somewhere, and they all got zero.

They got no currents in this breaker, no ohms in the breaker, no continuity in the breaker with other breakers. So, they were confused because this was odd because if the breaker was tripping because of a fault, like an arc fault, something touching something else, they should have got some kind of current or feedback from their equipment. So, they decided, "Okay. Let's just replace this breaker." So, they replaced it, plugged it all back in, turned everything on, nothing happened. Waited around for five minutes, nothing happened. And they left. I walked into the kitchen and I turned it on. I still didn't have any lights in there.

So, I ran outside, I got him and said, "Hey, I don't have lights in the kitchen." He goes, "Do you have lights everywhere else?" I said, "Let me check." While they were walking back in, I ran around the house and checked and everything was on except the kitchen. So, they came back in there and said, "Okay, let's look at this." The kitchen from the beginning is where the only place I didn't have power. So, they did a bunch of tests and they couldn't figure out why it didn't have power. There are two switches on one wall that are next to each other. One switch controls the undercabinet lighting, one switch is a three-way that controls the kitchen lights with the opposite side. But the one with the undercabinet lighting wasn't the power one, it was the passive one. So, the one on the other side was the powered one, but it got no power.

They hooked something up to it and they took a wand and they were running through the wall. They said they were sending a signal through the wire and it tells them where the wire's at so they know what's going on. We went into the bedroom and he couldn't find that signal there where the box is on the outside. And they said, "Because we're a second opinion and none of this was on his write-up, we can't really do anything because they won't pay us to do it. So, you'll have to call them back and have us come back out here to do just this." I said, "That's ** because this is all one issue. It all happened at the same time." And he said, "The way AHS works is they go by component, not by issue." I said, "All right. I'll deal with AHS on that." And I said, "Can you get me lights up here?" He said, "Yeah, that's not a problem." So, they jumped the hot power from the undercabinet lighting over to another switch and left.

I started getting automated surveys and I gave DT a bad survey. And I wrote on there specifically, "When I talked to the owner of the company, he sounded very shady. And that's why they're getting a bad thing." The technician called me at 5:36 and said, "What did those guys come out there and do? Because I can't believe that they just changed a breaker and fixed all your problems." I said, "That's exactly what they did." He said, "No, there's something else going on. You just need to be careful because that's not right. Something else is wrong." And I said, "I got electricity now." And he said, "I'm getting hammered because of the bad review." I told him, "Y'all didn't get a bad review because of you. You got a bad review because the owner of the company sounded very shady" because he was here, would charge me $140 an hour to troubleshoot it for however many hours it takes to figure out what's wrong.

When the technician was telling me, he was telling me around six or eight hours because they had to run every wire that's coming out of that box to figure out which one is messed up. There's a lot of wires coming out of the box. So, I'm looking at $3,000 to $4,000. He said, "I'm at Malik's house. Do you want to talk to him?" I said, "No, I got no reason to." He got in trouble by his bosses because they got a bad review, even though the bad review was about him, not the technician. That's where it ended.

The second people that came out said, most likely, the hot wire to this switch is broken somewhere in the crawlspace between the first and second floor. And he said, "In order to troubleshoot that, we would have to come out here and start cutting sheetrock and all that and that could get very expensive." I said, "Okay. Can it cause a fire or anything like that?" He said, "No. Just if another breaker pops, if something happens, you'll get a signal back to whatever breaker goes to this kitchen from there and it'll pop. So, you don't have to worry about that." And they left and went onto their next call.

The people from SOS were very nice. They said they had checked out everything and even with new stabilizer bars, it was not holding the balance. They told me they were going to report it as unrepairable because of all the different things that they've done. They said that I would hear from American Home Shield. I never heard from them. I called and they said, "Oh, yeah, it's in for review." I said okay knowing that they might just be backlogged. I waited a week, called them again, and the rep said, "Well, they are saying that you're trying to wash too heavier things." I knew that wasn't what the technician had told me because he said that I should be able to wash blankets and towels.

The rep said she was gonna get in touch with them. I went ahead and called SOS, and they said, "I'm sorry this is happening. We tried to tell him it needed to be replaced. We're dealing with somebody in another country. And I don't think they understand what we're saying." But he said, "I'm going to re-fill out the report, and I'm going to call them directly. I'll take care of it for you."

Since April 1st, I have not had a washer that works right. I've been very happy with the people that AHS has sent out because these guys were not just pedaling around. They had the washer part, they were checking it all out and they ordered the parts for it. I haven't had any trouble with the service people. But right now, I'm very dissatisfied with AHS.

I just log on and find whatever the issue. I always go on and check my coverage to make sure whatever I’m calling for is covered. So far, everything that I called for was. And when I’m able to call and check for the coverage, AHS can just submit the thing I’m having issues with. I also like that they don’t charge me immediately. They wait until somebody comes out and services the issue before the charge. I have recommended AHS. In some of my friends’ cases, they forget they have it. I would say, “You’re paying this money every month. You know that, right?” When something goes wrong, that’s the first thing I check. “Is this covered? Great. ‘Cause that’s why I’m calling.” Get AHS. Use it.

There was something in the wiring. But this gentleman analyzed it and said, “Okay, we don't have power here. So let's go check here, let's check here.” And it simply was a matter of one of the breakers, which neither one of us noticed, that flipped off. So, there was no actual component at failure. It was just that there was a breaker circuit that flipped off and he analyzed and found it. We got the pump back on. The other one was our water heater, which unfortunately, had a lot of mineralization in it. Another company with another technician had the opportunity to replace it, and he opted instead to replace one component. I was standing right there. It could have been covered under warranty and he chose not to. I was told that built-up mineralization in a water heater is not covered and I understand that.

I would give AHS good marks for at least my experience with them. I've not had to do anything very complex. I had a water leak that they said, “It's covered up to here, but not here.” So, I paid out of pocket. It was explained to me and I saw it in the contract. There were parts of the plumbing they take care of and parts they don't. You put out $100 and hope that it is a covered item. And if not, you're out for $100. But having a technician that actually services the area is nice.

I was not happy with one contractor and that had to do with our garage door. If all you're looking for is to get a garage door that goes up and down, it went up and down. The garage door opener went out. And the fellow that came out of Sacramento was young, and had a hard time mounting the drive that he brought. Ge drilled a lot of extra holes that didn't work into our garage wall, until he finally got something that worked. But it makes a lot of noise, and it's not smooth. It's bottom end. It's not as nice as the unit that I had. It was noticeable that that was not up to the standards now. That was a couple of years ago. So, if I were to call on a garage door opener failure now, maybe I’d get somebody better. It's probably luck of the draw on what technician you get, but the last two have been very good.