American Home Shield Reviews

He offered some suggestions that were very helpful and he was able to do it the same day. It turned out that there was a part that would have helped and he said it’s not covered by American Home Shield, but that was fine. Plus, I liked that there was no waiting for parts to come in. Sometimes I don’t want to be pushed into something because I don’t know the detailing of it, but this was a small part that needed to be put in. It was simple so I was pleased with that. It was very nice to do it quickly and it wasn’t expensive. Everything is working just fine and I would request them to come back. And I would recommend AHS.

I have to whip out my backsplash. I asked what else we could do and they told me to do the research. I have to hire someone to come over to take out the GE and put in some plywood so it will come out over the backsplash which, hopefully, won't rip the tile. One person told me I only had 30 days. I can leave it and when I fix the wall, I can call the guy who will come back and install it. The first guy was from around here so that's not a big issue but with the other guys from Orlando, I found it hard to believe that those guys are going to come back twice. Then another one says that they can't leave it here. I get misinformation from everybody and I don't know what's true and what's not true. The customer service was very poor and I didn't have a great experience but I've had good customer service reps. One that stood out as great was Sherry. She was a wonderful lady and spent a ton of time with me. Also, I had the delivery guy call and he was super nice.

While he was supposed to communicate with American Home Shield, I went ahead and called some of our providers. One of them quoted me, for $2800, they will change the whole unit inside and outside, 14 SEER. I called Brian and he said he can't give me that price. I said, "Okay, no problem. I will call American Home Shield." I did and AHS was kind enough to communicate with our provider and tell them to wait 24 hours because the technician hasn't turned in his notes. The whole weekend went by and obviously, I needed to provide the tenant with air conditioning. I went and got a couple of window units for them. By Monday, AHS was telling me they would fix and the compressor and use seven pounds of freon. It's $100 for the Freon since American Home Shield will only cover $10 per pound. That was very frustrating so I just went ahead with the other contractor, purchased a new unit and it's working now.

Requesting the initial service with American Home Shield is quick and easy. I just do it online and it's really nice. But from there on, it's a pain. I cannot put a recall online. I called them once and left it on. But after an hour and a half, I left my office without talking to anybody. The recording tells us to do it online, but when you go online, it doesn't work. Either way, you still have to wait and nobody will respond. That's another problem on another house. They came to fix the toilet but it is still leaking. If they can fix those two issues, that would be great. But overall, the experience with AHS has been fairly good.

My most recent claim was for a dishwasher. It was a bit askew and it wasn't sealing tight. It got banged somehow. The contractor who came was very professional and was on time. He did a great job and everything got back to working order. The dishwasher has been working great. Apparently, it wasn't a big thing. It was just leaking out some water where the front cover of the dishwasher was, which is obviously more concerning than anything else, but it hasn't been leaking since the repair was made. Overall, AHS was excellent all around, very responsive and very professional. Extremely competent.

My other concern is that some of the people that have come, I could tell that they're trying to make money off the ticket because I use the appliance every day of my life. And I know if it needs to be replaced or if it’s something that they can fix. Sometime in the past, they have come out three times for American Home Shield to say they're going to give me credit and I get something else. That's three times of me taking off work and three times of me waiting for the person to come between 4 to 5-hour window.

It could be a little bit more convenient especially since I'm paying for it every two months for years and I’m not using it. I should have stuck the money in my savings account especially when I look at all the times I've used it versus all the money I've paid into the plan. But overall it’s a good experience. The AHS home warranty is something that one should have in their home so they get to have peace of mind. I’ve also recommended them to a lot of people that use them now.

Then, with the air conditioner, they said that because it's up in the attic, they really couldn't check it. They refuse to climb up into a closet and get in the attic. But it was the only other negative thing. With the microwave, stove, and dishwasher, they fixed everything. Also, we end up getting the name of the person that comes. So, if there's a problem, we can call up AHS and request that person. I'm very happy and it gives us a little bit of a feeling of being safe and protected.

No contact from them, so I attempted to contact US Air when they supposedly opened at 8 am this morning. No answer, so I left voice message. No response, so I called again at 9:40. It is now 12:35 and no response. In the interim, I attempted to contact AHS. Waited on hold for almost 30 minutes. Heard lots of recorded messages about how important my call was, but no one ever answered my call. Pitiful!!!

I was a loyal 5 year customer and was treated like crap. I cancelled my policy because I was frustrated and I feel cheated. Over $4000 gone down the drain on premiums. I hadn't even used my coverage in three years. Additionally one of their reps dropped me from leaving bad reviews on their Facebook page. Bad service deserves bad reviews and I will leave them on any and every site I can. I also filed a complaint with BBC and AHS was thousands on file. DO NOT USE THIS COMPANY!!!! WORST company ever.

The next morning, I got an email, not a call, from AHS saying that instead it was going to be a different company, and that company would get in touch with me. The second company called me to set up an appointment, but said they would be here Monday 6/19. I said, "That's 5 days". The woman said, "Well that's what we have, take it or leave it". I said, "Okay, that's fine, I'll see them Monday". On Monday, they showed up, and I explained the issue. There were 2 technicians, one looked at the thermostat, and one the outside part of the unit. I went outside, they said, "Oh we can't do anything. There's a weed behind the unit". I pulled the weed, which wasn't blocking anything, and they looked all over & checked a panel on the back. They said my coils could be cleaned, but I'd have to pay for that. I said, "Okay, how much would that be". They told me $150.00. I said to go ahead, I'd pay.

Well they cleaned the coils, THEN they said, "Oh, the unit is low on Freon, and that is $100 a pound". They said that would fix the issue. I said okay, they put in 1 & 1/2 pounds of Freon, and I paid for that as well, plus my service fee. The man told me it would take at least a whole day for the house to cool down. They were paid, and they left. The house cooled down the first day, but mid-day the second day, the house was getting warmer again, but the unit was running. It seemed like it might just still be working at cooling the house from the initial visit. Things seemed okay, but then on June 22, 2017, The house got very warm, to the point it was hot. I called AHS the second time, and spoke to an excellent employee named Ira.

I explained everything to him, he said that was unacceptable, and with my Heath issues, the original call should have been expedited. He put a call into the same company, for a callback, and made sure they knew it was a health concern. Thanks to him, I got a call for the AC men the next day for 6/24. They came out, I explained everything again to them. Also, that it seemed like after running for a few days, the air stopped coming out of the ducts. They looked outside again, and proceeded to tell me that the freon wasn't leaking, and that the air was coming out the vents so it was working. I said, "The air it barely coming out", but I was told, "Oh it's working fine". That lasted all of about 2 full days.

So again I call AHS, my THIRD request for the same issue, I spoke with someone, they were very nice, and put a call into the AC company, at least that's what they told me when they put me on hold. I verified again it was expedited, a recall for the 2nd time, and got my priority confirmation number. The AC company called the next day, and said they would be out Monday, 7/3, between 11 & 3. I questioned them, because it was a recall & was expedited, they told me, look I can come then or not at all. I said, "Okay", and hung up. I was upset, and called AHS to let them that their contractor said I was not expedited, and if I had any recourse. The person I spoke with was nice, but said I could see if they had something sooner, they couldn't do anything.

So, come July 3, they showed up again, this time my husband was home. He told them about the air flow out of the ducts, and everything else I had told them before. They took the outside unit apart, first time they did this, and went up in the attic, and told us the coils up there were bad, and the fan wasn't working right. That he would have to call in for authorization to be able to order the parts and fix them. He said it would take a few days, and to wait for a call. Well now we come to today, July 7. I hadn't heard from anyone, so I called AHS to check on the status of the claims.

The man I spoke to, Josh, was extremely rude. I had been on hold a total of about 2 hours, my first call had me on hold for an hour & 10 min, then disconnected me, then I called again & was on hold for 45 min. I had to explain myself twice for him to even find the information I needed, and when he did find it, he said, "That's denied". I asked why it was denied, he said, "It just was', and the report from the AC technician. I said, "That's crazy", he said don't get mad at him, I said I wasn't mad at him, I had some questions. I asked exactly what the tech said was wrong, as he told us it was the fan, and something else up in the attic. This representative of AHS had put the phone down, I could hear him making rude comments, but he wouldn't answer me.

So now I'm waiting on the second company AHS had contacted to do a second opinion. I don't know if this will ever get fixed. Everything the first tech told us was wrong. Says it was covered when I went to the warranty. I'm really disgusted that I've paid for YEARS for a policy, and it seems like no one wants to be bothered. I'm well into my 4th week without my AC Working, and I've had 2 asthma attacks so far.

I called another contractor who came and he said that whoever serviced the AC did a lousy job. He said that the thing that holds the Freon has five screws, five valves and one of the caps was missing and the other one was loose so the Freon leaked out. The second contractor put new Freon in, replaced the same valves, tightened the others and I haven’t had a problem since. I had to pay for that myself though because the first contractor couldn’t get back in time. If the first contractor fixed the problem properly the first time it would have been fine and I wouldn’t have had to pay for Freon the second time.

Overall, it's been a very good service but there are certain times when I can't wait. I had a refrigerator go out the day before Memorial Day weekend and they said since it was a holiday weekend, a Friday, they said the earliest they can send someone was Tuesday. When you got a refrigerator full of food, you can't wait until Tuesday. But it's within the parameters of the contract, three days. There should be something for emergency situations though. Additionally, I submit my claims over the phone and the waiting times have been horrible. The last couple of times I called I spent close to an hour. So I put the phone on speaker and go away and come back when someone picks up.

American Home Shield said they'd call Eagle and have them call us. I finally got a call from Eagle on Monday afternoon saying that the earliest they could be out was Thursday. We live in Georgia and it was over a hundred in the house but we had to wait four days. They called us on Wednesday, the day before the appointment, to verify that we will be there. The guys came out on Thursday, looked at the unit and said the unit must be really expensive, that it's complicated and they don't know if they can fix it. I asked if they can replace it, they said yes and they had another one in the truck. It's a new home and we're not partial to keeping that unit. So they replaced the unit and it's been working fine ever since.

I later learned though that AHS is going to charge $75 every single time we call to use our home warranty, which is ridiculous. I’m going to call American Home Shield for our water heater and this time, I'm going to go online, pay the $75 again and say it's a water heater issue. I'm not going to sit on the phone for 20 minutes and wait for someone to pick up. I’m not happy with their customer service, especially in an air-conditioning issue 'cause that could be life and death. My mom is 80 years old, so we couldn't stay in the house and we had to stay in a hotel until they could come fix our air. We spent a lot of money doing that. Overall, the website was easy to use. AHS is happy to take our money quickly, but they don't get back to us right away and there are long waits for a representative to answer their phones. If I would have known what I know now, I wouldn't have gone with them.

Also, their charge is too much. By the time the whole thing was finished it was $69. The regular guy from my hometown here wants to charge me as much and I'd rather pay my community back. Additionally, it was like co-pay and then I had to pay a service charge. I also had to pay for freon which I understand, but if I call my local guy here, that charge for the service call would’ve been included because I use their service. We had the worst experience and we will never do it again. I’ll probably going to take it off of our home to call it our home warranty plan because it really isn’t beneficial.

Now recently, the fan at the back of my oven was making a huge noise. So, they had to pull the oven out of the wall which was quite a chore and put in a new fan and put it back in and then had electrical work done in the house. I was very happy with the appliance company. But the electrical company had to come back out a couple of times. They were nice folks, but they wired an outlet wrong. So, it didn't function properly and they had to make a second trip out to do a five-minute fix.

AHS charges you a $75 service fee whenever someone comes out for a new problem. After that, there is no service fee for recalls for the same issue. And then, AHS started having us pay for the service charges up front with them instead of the vendors collecting it. So the last time with these two particular companies, I made the appointments on the same day with AHS. They charged me for $75 for each one and it shows on my statement. Yet they're still saying I owe them $75 for one of the companies when it shows on my bank statement that I paid American Home Shield and they're right next to each other.

I have called them three times about it and on the first two times, I was on hold for more than ten minutes and then got disconnected. I called the third time and after five minutes, I got disconnected. On one of those times, I was talking to somebody. But they never bothered to call me back when they realized that we got disconnected even though they have my contact information right there. There's no reason for them not to call. I've sat there, waiting and hoping that she would call me back. They don't even tell me how long the hold is, except that they're having a high volume of calls. A 10-minute wait on a company this size is really unacceptable. Until this particular instance, I was quite satisfied with them. But one instance doesn't make or break a company. As far as what they do and the service they provide, it's a good.

Then, the third time, I asked AHS if I could call a friend of mine that had a service who gives me a good rate. I can also get them out here ASAP. But they said they need to send them out one more time to try and rectify the issue. And then, when they did that, they couldn’t correct the issue. The guy from Piedmont left the metal shards and like a little CO2 can up in the attic. He also left them sitting outside the house on the grass. And also, they used an air gun kind of thing to try to clear the line. And when my friend’s company came to clear it, he said, “This isn’t gonna do anything.” He actually had a tank that almost looked like a mini scuba tank that he carried up in the attic and cleared the line with.

So, when that was going on, I thought my renter has to take a time off. I'm having to make all the phone calls and I have to wait on hold forever to get anyone on the line with American Home Shield. I waited 53 minutes before I hung up waiting for someone to answer the phone. It's such a huge waste of my time to have to sit on hold.

I had to get the outside authorization and had my friend’s company come the very next day. And they were able to fix it. So now, I'm just waiting on my reimbursement. It's aggravating that they keep sending out the same people. The amount of time to have to wait on hold is really aggravating, too. And then, I've had to get authorization to go outside of their network for a couple of different things because we have three properties that have policies with them. And they want the technician to call them and get authorization before they can do the work. But the technicians are calling and they're sitting on hold for 30 minutes. I don’t ever want to have Piedmont Mechanical come back out. And overall, my experience with American Home Shield has been frustrating and time-consuming. I'm so close to canceling all my policies.

It had been weeks and then I finally got a hold of them again on Friday and they apologized and said they would fix the problem. They said that they have sent Corrigan Electric an email of the new work order. We set it up again and they said that within 48 hours they would be out here to fix it. However, this is the third day and I still haven't had any call. My problem’s still not resolved. When I talked with Corrigan Electric, they said that they hadn’t been getting anything from AHS for weeks so they didn’t know if they had any issues. I'm not happy at all and I'm thinking about going somewhere else.

The HVAC and plumbing contractors came out, were great to work with, and answered all our questions. They inspected and they did not agree with the inspector. For the most part, there was no work to be done. The plumber only made a few adjustments. The contractors that came out spent less than a half hour each and fixed what needed to be fixed. We're very pleased with them.

I feared that this would be more hyped than the reality of an actual company providing service so I was a little concerned. But the fact that AHS did exactly what they said they would do and once I filed the claim, they gave me the information on the contractors. Everything worked well and I was pleasantly surprised. They're simple, professional and uncomplicated.

When they sent him back the next time, I told him, "You're not coming in my house." They sent him back another time and I still didn't let him in the house. But the young man that came after him did an outstanding job. He was very kind, professional and efficient. He knew what he was doing. It's been a month and a half since the service and I haven't had a problem with it.

American Home Shield took several days to get back to me about someone for the air conditioner (we live in Tennessee and it was already HOT) only to tell me that they don't have anyone in our area so we would have to pay upfront, get a receipt and they might reimburse us from there. What is the point of the warranty then? Now our washer has broken AGAIN. I submitted another service request and they tried to send the same guy back. He called me yesterday and said he would be here this morning between 10 - Noon. He never showed and is not returning my calls. I can't get anyone on the phone through customer service because it's automated! I would NEVER recommend American Home Shield. It's not worth the monthly fee!

Finally, a fourth contractor came out who was professional and thorough. He spent a couple hours working on AC unit and determined it needed refrigerant. The compressor was NOT fried and it did not need to be replaced. He added refrigerant and unit was working. In researching this saga, I found that American Home Shield has had class action suits against them in four states for "falsifying information", "giving paybacks to contractors and real estate agents for falsifying information so they don't have to pay claims". AHS lost all these lawsuits and had to pay customers. It seems they have a history of using contractors, like the first guy they sent to my house, who falsify information. I don't trust them.

Tried three times to wait on hold. Over 20 min each time to talk to customer service at American Home Shield. Minor issue they have made worse. Maybe they don't like disabled vets? Maybe they don't like people in TX? Brown Hair, Brown Eyes? Don't know. I just have nothing good to say about them and their absolutely customer NO support. Save your money.

I'm not sure about you but I don't have $800 just laying in my account to be taken out when it's not expected! So fine I got the refund on 6/28 and then on 7/6 ONE WEEK later they did it AGAIN!!! They charged me AGAIN for the yearly fee! Another $800!!! I was LIVID!! I called and was transferred to 3 people with each one saying... "Ohhh I'm not sure why this happened again. I'll have to transfer you." I have been told that they will refund the money but AGAIN I have to wait 7-10 business days even though it's THEIR ERROR!!! I told them I was not happy and that I should be compensated for my trouble by getting a credit for 2 months of the contract. They said "Nope. Sorry. Can't do that." GRRRRR. How can a company just do that and not take care of their customers when they have wronged them!?

On July 5th I contacted AHS. They called and tried to get me a new appt. I was told the next available one would be on the 17th. That was in (11 days). There was no way I was waiting 11 days in the summer. The CSA put in a request for another company to come out. It was after hours so she did not have a confirmation to give but she did give me the company's phone number. The next morning I checked the AHS website and my request was still pending. I called the original company and was able to get appt. to come out that day (July 6th). I also called AHS to let them know so that they could cancel the other request and also to confirm payment would be made to the right company.

The three CSA's I spoke with were very polite and did all they could to help me. The day delay in receiving my repair was my fault due to my cancellation. Yes, I would recommend this company to others. My qualm is I was charged sales tax for the service fee. I just would have appreciated being told beforehand that the fee is taxed.

The only thing they need to improve on is some of the people that they try and send. There are some people they got working for them that are ridiculous, and I just don’t care to deal with them and I always ask if there's somebody else. This last guy at Rosenberry is good. He's the one who fixed my dryer. I stood there and worked with him, helped him holding onto something.

Each time I called they said they would send an email to the company to see what was going on. By AHS's rules the company had 48 business hours to get back to them. At no point did I receive any information from AHS about that company getting back in touch with them. During my last conversation with AHS on the phone I asked to be patched through to a manager, and was flat out told no that I could not speak with someone higher in the company. The only thing they could do was put me on a list for the "manager" to call within 48 hours. I never received a call from management in AHS.

Their customer service is terrible, and we will be moving to another company very soon as our contract is up in a few days. I have never been treated worse through a customer service oriented organization. I'd like AHS to call me to talk about getting my service fee back, or even more. This service cost me over $1000 on items AHS "didn't cover" during the service. Why do I have a home warranty again?

He told me that it will take 48 hours for it to make ice again, but there's still no ice. I then called him and told him that it still isn't working, and he told me that I need to call the people who made it. He then called back and told me that they will order a control panel but hasn't arrived yet. But the stovetop performance after the repair was great. I have told a lot of people about AHS and I'll recommend it to anybody that’s looking to get a warranty. It has been worth it and I will renew them next year.

The first contractor didn’t fix the problem. I wish American Home Shield just sent out the second contractor in the first place. The second one was General Electric which was the company that made the dishwasher. I had a great experience with them. They fixed my dishwasher and the problem that the first contractor ignored.

All in all, everyone that I spoke to at American Home Shield was polite and listened, but I had to take off work to meet the contractors and they have the four hours service time window. That's not American Home Shield’s fault, but that can make it difficult.

The first company was shady. The first thing they did when they came to my house, instead of trying to fix it under warranty, was telling me that the vent needed to be cleaned and that they would do it for me, but they would charge me for it since it wasn't covered by the warranty. Also, the repair person told me that I'm better off texting them, which I did but I received a reply telling me that he can't talk to me that moment because he's in a class. Then he never got back to me. I've never had that company come out before and I've also never had a company where I've had to text message them and not call them.

48 hours went by and we had another company come out. This company said that I was the fifth to sixth person that week that was getting referred to them by American Home Shield because of the previous company. They showed me the parts that was put in and it was a used part. By that time, it was already about week four or five that I have no dryer, and then he said for me not to use the dryer because it was doing a power surge and could have caused an electrical fire. The second company was wonderful and after they came out, my dryers were fine and everything's been good. Also, everybody from American Home Shield was very helpful with the situation for me.

We've had phone conversations with Home Shield representatives setting things up and they have responded really quickly when we put in a claim. But we haven't necessarily had the most positive interactions with the contractors that they've sent out. We had one claim that took about four months to get somebody to come out. The contractors kept not coming or contacting us so we had to call Home Shield a few times and then they called the contractor to try to figure out what was going on. Still, I have a satisfactory experience with American Home Shield.

I didn't think about using Home Shield with our air conditioner problem and I called a technician from a local area who came and made an assessment. Then my wife said, "Hey, this looks like something they'd cover with us." So we went ahead and called and AHS sent a different person. He found things the first person didn't do and that's what got the thing to operate. The first person who came thought there were going to be expensive parts to be replaced. The contractor from AHS found something that had blown. It's called the A coil inside and it's partially blocking the air flow. That was the biggest issue plus adding some refrigerant. Ultimately, if I've had the other guy, AHS would end up paying a bunch of money. It would have been diagnosed incorrectly. The gentleman that came from the company did an excellent job and didn't mind explaining what was going on. I really liked that. I don't think AHS fits everyone, but it fits us.

After failing to pressure me into allowing the work immediately, suddenly there was no leak in the coil and only 2 lbs of coolant required. When I walked into my back yard to supervise the installation of the R-22 into the outside AC unit, I found they sprayed the outside unit (unasked), COVERING my patio set, cushions, and entire porch in mud. When I asked why they sprayed mud all over my furniture, the contractor stormed off. At that time I asked them to leave. I called out another company to install the R-22. I complained to AHS that they were unprofessional for spraying mud on my furniture, but worse, I felt that I was being scammed! The rep said I would receive a $75 refund for the service call. I called to check the status of the refund and an invective rep told me I would not be refunded and had no record of me being told so. I asked to speak to a manager, she said there was no manager.

Days later I called again as I still needed the duct work repaired. They sent out 2 contractors, neither of which had the equipment to get the job done. July 1st I call AHS to report an EMERGENCY sewage leak, coincidentally, in the same closet where the AC sits that the first contractors accessed. AHS said I would be contacted within a few hours. The next morning, I call AHS as I still have sewage leaking in my garage. AHS gives me the contractor info, I call and am told it would be 8hrs before they could come. I had to rent a hotel room for my out of town guests to shower and use the restroom. I then cancelled the request after waiting for hours, eventually paying Roto-Rooter $157 to stop the fountain of sewage. Meanwhile I'm still trying to get a contractor to come look at the Duct work, no response from AHS.

Finally July 6th I receive a call from AHS stating that they have no one in network to do this type of work and that I need to get my own contractor to submit a diagnosis. After submitting the diagnosis, the claim is denied because the contractor is not certified. I provide them information that there is no certification required for this type of work in Oklahoma. Next, the claim is denied because the ducts ARE NOT built into the concrete foundation. I then provide information from the Oklahoma Uniform Building commission stating that it is ILLEGAL for ducts to be in a foundation slab and that they are all under the slab in sand as a part of the foundation. The AHS Rep Amy apologized saying there was some misunderstanding on their end and that as long as no concrete had to be dug up, the sealant would be covered.

I took this opportunity to ask for my refund from the mudslinging contractors and was told they absolutely would refund that service call. Thirty minutes Later Amy from AHS calls me to say unfortunately they do not cover my ducts because they are concrete. Beyond frustrated and disgusted with the customer service I have received, I confirm the refund from contractor #1 and requested a refund of my policy as it has only costed me money. Amy offered to connect me to the refund department for my policy, the phone hangs up. I call back explaining what happened to another rep, confirming the refund for contractor #1 and stating that I wanted a refund on my policy. She says that was not going to happen and that there was no note saying it was promised. I asked to speak to a manager, she says there's no manager. I asked for Amy's direct line, there is not one. I requested Amy to call me, I'm still waiting.

I called today to request service for my garage door and was told I did not have that coverage. That shocked me and I told the representative that she was wrong. When I talked to the representative about renewing my contract, I should have been told then about this. Why would a company remove coverage, not tell me when I spoke to them and increase the premium for less coverage. I am very disappointed with American Home Shield and after a long association I have cut ties. What they did was underhanded and tricky. Although the service from some of the companies they used were not the greatest I still gave them the highest praise. NO MORE!!!

I tried to call to cancel my services on Monday, and, of course, the person I spoke to could not "cancel" but needed to transfer me to retention. When I got to retention, I get a recording that says, "There are too many holding to be able to answer your call. Please go to XYZ website and enter your concern - goodbye." It didn't even allow me to wait - just hung up on me. I manage customer service and call centers all over the world, and this company has got to be one of the WORST in terms of taking care of their customers.

When I asked why they would let someone not named on the policy cancel it she Replied "It was a processor. I can't speak for them". When I asked why weren't we sent a letter, email, or called to be informed of the cancellation she replied "It was a processor. I can't speak for them". When I asked why they had still charged my credit card 3 days after it was cancelled she replied "That was billing, I can't speak for them". She then told me my daughter's policy was now in place but was still effective 3/23/17 not 7/6. When I asked for her company id she said they did not have to give them out. When I asked if I could speak with someone who could explain why I was not receiving any credit for them borrowing my money for 4 months she said there was no one. My daughter is now waiting for her policy. If we don't receive it in the 10-14 days and an immediate email confirmation we will cancel the policy.

The contractor said he would submit a claim to AHS and I should hear from AHS re: the needed repair on Wednesday. I followed up with AHS on Wednesday because no one called me, and was told they were waiting on additional info from the contractor before making a decision, and that I would get an update by Thursday at the latest. It's Thursday afternoon, and when I called (again) to follow up, AHS told me that the contractor still hasn't sent in the information, and he said he would do it when he got around to it. In this 95 degree heat and 80% humidity weather, how many more days do I have to wait? What is the point of having a home warranty anymore?

If there are no consequences or repercussion for the contractor for not submitting information timely, I guess there is no reason for them to do so, and customers like me would suffer, but I guess that's none of their business. AHS - you need to do a better job at setting expectations for your contractor. It's been almost a week with no AC, and every time I ask, I am told "tomorrow". This is my very first service request with AHS, and I think it might not be too late to cancel this contract. Totally ridiculous.

They now claim my contract has changed, and I need to pay for a full year of coverage ahead of time, before they will accept my claim for repair, and that they have no month to month contracts, and I must give them access to my checking account to take my payment electronically every month, with no paper-by-mail billing as was done in the past, before they would honor my first claim in the entire 3 years I was covered by American Home Shield.

This is a breach of contract, which was valid the moment they cashed my monthly check. They have no proof of my knowledge or agreement to the changes they made to my contract, verbal or by my personal signature, and would not provide it when I demanded it. I hope ConsumerAffairs can help me with this illegal denial of services, as agreed to by contract in the State of California.

Every time I call I am on hold for over an hour, and when I tried to repeal the decision they deny my claim (sales will pick up in 15 seconds). Ask to speak with a manager 4 days ago, no return calls either, I just look in the website shows my claim been completed without any work done!!! I'm looking in to file formal complaint with Texas Real Estate Commission, CFPB the small claim court. I've sent them a notice to waive MANDATORY ARBITRATION. Let’s see what they say. Please don't do business with them.

It took a while to completely fix my refrigerator. I put in the order for service online on a Sunday. I got an email and a call on Monday and I was surprised that they came out on Tuesday, which was actually the 4th of July. But they could only diagnose because they needed a part and they didn't have it and had to order it. Then the part came in the following week, so it was fixed eight days later, on the following Monday.

The problem was with the company that came out to do the repair work, and not with AHS. There were some miscommunication and confusion as to who was supposed to order and contact AHS about the needed part. My husband was told that we had to call AHS back with the part number, so I called AHS, but they said, "No. The person who's fixing it is supposed to call us with that." AHS had my back and called the people while I was on the phone waiting, and took care of the matter. My ref has been great since the repair. It's almost too cold and things are almost frozen when they come out, so we keep turning it down but that's not a bad thing. I'm grateful that I had the AHS warranty so I didn't have to pay more money to have my refrigerator repaired, especially when I have a baby coming.

I always call AHS whenever I make a claim because I want to know who I’m getting referred to and I want their phone number. I had another claim 2 years ago where I have had my hot water heater replaced. AHS sent somebody in and the guy goes, “Well, I have the standard American Home Shield hot water heater for this price or you can upgrade to this one which is better and it won’t break down as much and it’s going to cost you like another $300.” And because I’m still paying American Home Shield, I said "Why am I going to spend another $300?” He said, “Okay. Then go with the other one.” When he said it’s going to take three or four weeks to get it in, I was like, "Are you out of your mind? I have an infant. I need hot water.” So, I called American Home Shield and I said, “You guys have to refer me to somebody else.” And they go, “We can’t. We can only refer you to the first person we referred you to and that’s it.” I was agitated.

We all remember the negative things and not the positive ones because they kind of fall out of your memory. I had one good experience with them. I have a septic field and the injection pump in my basement broke and the plumber came in and fixed it. It was great. But $875 and the part probably cost me $5600. I’ve been using AHS for three years. It’s not like I’m going to get rid of them but, they’re not flawless. But now my oven’s working and I did have additional problems with the injection pump but I called them again and they fixed it. The hot water heater has been working fine, too.

In terms of my interaction with AHS, the oven situation was rather painful. Some people were rude because they kept telling me that it wasn’t covered and I kept trying to tell them that it was covered, so I called the manufacturer. Some of those people were a little difficult to deal with because I was confronting them and telling them they were wrong but that’s such is life as well. The repair guy for the hot water heater was mad because I called American Home Shield and told them I wanted somebody else and they told him that so he was rather aggravated with me. But for the most part, most of them are pretty good. The value is there as far as getting repairs on your house. I find it to be beneficial. I’m not overall satisfied but I do refer them. It’s good to have a policy.

However, the only claim we've had so far has been for our air conditioning unit and it's been a bit of a trial. We get that it's always gonna be more difficult than simply calling them when there's a problem, but the biggest issue we’ve ran into has been the complete or lack of communication without us going out of our way and it’s unacceptable. It was difficult calling both the vendor and AH, who wants us to use their chat line. They don’t have anybody ever answering the phone. It's only the message and I’d just hope they’d call back. Their chat feature works, but when I wanna talk to somebody and find out what's going on, chat is not always the best vector. It can be frustrating when I wanna express my frustration with something and I’m typing it.

We've had to reach out to American Home Shield three times and they said it was the electric. The electric company came out and proved that it wasn’t. And then we waited about six days between the electrician telling us that and notifying AHS before we ended up calling both AHS and the AC vendor to find out what the next steps were. We were told they were gonna replace the compressor and that was on a Friday. We talked to American Home Shield on Monday. They called the vendor and left a message, but the vendor doesn’t work on a weekend. So we didn’t hear anything by Wednesday. I eventually called AHS to figure out what was going on. They told us the part was ordered and should arrive at the vendor's by Monday then they’ll call us to schedule at some point in the future.

The AC unit is 30 years old and we knew warranty companies are always gonna try to repair first which is understandable. The vendor is gonna come and get the AC back to working order, but to do that, the add-on parts not covered on the warranty is gonna cost me a thousand dollars on top of the Freon replacement. Only the costs of the new compressor unit and labor are on the warranty. I'm already out $1500 towards a new unit and because it's been so long and so hot in Virginia, I purchased a room air conditioning unit for $300 and the best they can offer me is a recompense of $60.

If I didn’t have American Home Shield, I would have an air conditioning unit bought three weeks ago and had somebody come out and install it. We wouldn’t have messed with trying to repair it. We would have initially tried, but this unit essentially needs to be rebuilt. We just want to replace it and it has been frustrating. For the most part, the experience has been positive, but if the communication doesn’t get better, I'm not sure we would renew at the end of the year.

When I called them up to file my claim on the air conditioner, the reps I talked to were very courteous. The technicians who came out were also courteous, kind and made the proper calls to make sure that I was in place. I'm just waiting a week to make sure my AC continues to work because it had trouble with the electrical. The techs had to come back out and replace one of my wall outlets that was too small for my appliance to put into. For now, the AC is still not blowing like it should and I don't know if it has anything to do with the heat and the unit being older.

The issue is still not resolved and has been going on for about a month and a half now. I think there was an issue when they tried to send an alternative vendor. The vendor had left a message with me and then when I left a message with them, the vendor didn't respond to me for a week. Then they told me that they cancelled the service call because I never got back to them which of course wasn’t the case. I have needed to call American Home Shield to see if they could reopen the service request but I haven't gotten around to doing that myself. And that's my own fault for not doing that.

The only thing that is really difficult sometimes when calling American Home Shield is the long wait on hold. I've been on hold for 20 minutes a couple of times but I think that's probably typical these days with any customer service lines. It's more of the contractors that I have trouble with and not with American Home Shield itself. They need to set expectations with the contractors.

Then there was a drain issue in the rental house I have. I called it in and it took three different contractors to find somebody who knew what they were doing. Once the contractor figured out the issue, American Home Shield paid the whole thing. They billed me three times for the $75 fee, but when I called them back to question that, they took the other two off because it was legitimately just a one claim thing so they were realistically accommodating too. American Home Shield handled it very well. It was a positive experience and they've been fair. They've been a good company to deal with it and I wouldn't pay them if I didn’t think that it was worth the dollars that I spend. It's what I would expect for the services that they offered.

How in the world can AHS cover just the heater and not the parts that make it work? That upset me because that was a surprise bill that amounted to $750. The reason I chose American Home Shield was I would pay them every month the amount that I'm supposed to pay, thinking that if ever anything broke, all I'd do is pay $75. I've been with AHS for so long. When I first started, it was $50. And it constantly moved up, now it's $75. And if the policy is that I pay the $75, I'd do it. I didn’t know that I was going to have to pay more for the things that was not covered on the contract. I had to make copies of my whole contract and sent it to my lawyer. He read through and showed me the clause that was depending that on. I was furious. I said, "That's not fair to the customer." I thought I have to continue paying because if something else breakdown, I feel I'd be treated unfairly.

AHS gave me $200 on that $750, so all I had to pay was $550. But that $550 was still unexpected. AHS paid around $500 for a heater then I got to pay my part. And that part cost more than the heater. The company is getting paid monthly even if things in my house don't breakdown every month. So, every month, they're getting money. I don't feel the integrity now that I once felt for them. Though I got my hot water tank working.

With that experience, if I wasn't already a member of AHS, that would shake me. I don't think I would take the policy. If I see something come up better and they can show me, I would change policy. But right now, I'm locked in because I haven't found another policy that does it and I know I need that because when something breakdown, you may not have that kind of money available to get it fixed. I don't want to use the policy but when I need it, I need it. And when I need it, they were acting funny.

When I got through talking to AHS and told them how I was disappointed, they decided to give me $100 on the bill. But I'm still satisfied over that my lawyer read the contract, which had that clause cleared it that AHS didn't have to take care of the modification. My lawyer said, "You know how these companies are. It's always going to be to their advantage even though they need you." If every customer dropped American Home Shield today, it would be no company. What I'm going to start doing now is whenever I get in something, I'm going to send my contract to my lawyer. AHS should summarize their contract and make sure that the customers are aware of their policy, what they do and don’t cover. It should also be in capital letters.

I made my claim over the phone and their claims representative was good even though we had a miscommunication. They kept using my cellphone number. I keep my cellphone near me but it's usually in my purse and I don't hear it. And so, they called on my cellphone and I didn't get the message. It was like three days later that I called. I said, "Nobody's contacted me." And so, they did and then we got going on it. The technician was also great. He was polite, professional, competent and made me feel comfortable. And he didn't take that long once he figured out what was going on. Things have improved enormously since the repair. I can use my plugs, I'm not afraid of my dining room catching on fire and I have light in my bedroom.

I've been very satisfied with the people who've come out and done work on our claims. But my problem is renewing. Their renewal price keeps going up at a ridiculous rate. When we moved into this house, our home warranty with AHS came with it and they paid around $650. Last year, when they wanted to renew it, it went up to $750. This year, they wanted $850. I did some research online and did some price matching comparing. I got 24 months of coverage, same coverage with a lower deductible and maybe $20 more than they want for one year. I would definitely tell my friends to shop around.

But today when I told this girl I was going to cancel she said, "Well you didn't request it to be expedited" and I said I did. I was told no. Again and again. She said there was no notes about my request and I asked her, "How exactly was I supposed to know what somebody recorded or didn't?" She answered, "There isn't any so too bad." How surprising when I pleaded with the last CS rep that my house was 100. Couldn't they do any better than six days from now? NO. So as long as you don't have to get anything fixed... Quickly you might be ok with a company that lies and has no compassion and has sub par customer service. Save your money.

UPDATED ON 08/01/2017: I wrote a negative review of American Home Shield because of their horrible customer service on July 5. I have yet to hear back from them and I seriously doubt I will. I had no choice but to go with a different company and install my own unit out of pocket. Having been a customer at this house for over 14 years and when you do the math I have spent over $10,000 in the monthly fees alone and that unfortunately means nothing to them. You are not valued as a customer. I would have been better off putting that money aside each month for repairs and called a reputable ethical company and gotten my repairs done in a timely manner. Buyer beware you will be throwing your hard earned money down the drain.

So the man checked it and said that there must be a leak somewhere because the Freon is low. They have to have someone come out and perform a leak test and in order for them to do that, they have to drain the Freon, and then after they find the leak and fix it and refill it, and I had to pay for it. Then I got a call from Temp-Rite and she said that my unit takes 10 pounds of Freon and it's gonna cost $1,000. It sounded like a lot of money, but my husband is 86 years old and on oxygen 24/7, so he needs the air so I told them that it needed to be done.

They sent someone out and worked on it. He said that there was a leak around the valve. So, he removed it and he fixed it and he recharged it. Then he told me it would be $1,080. So, I asked him how much did it actually take, but he told me he can't tell me. He said that he just charged it until it was full and that they told him that is what to charge me. I used my charge card and paid them $1,080. When I talked to someone from AHS, she said that they never should've charged me for Freon when they came back again. I had called the credit card company and disputed their charge because it didn't work and they took it back from Temp-Rite.

When it got hot again, I turned the air back on and the same thing happened. It wasn't cooling the house. So, I called American Home Shield and they want to send the same company again, which I didn't want. That company could not expedite it, so they sent another company out called Service One. When the man came out, I went outside with him and he said the service valve was missing. It was removed from the compressor and he said that, "I can't even check it because where I have to put the gauge is totally missing." I felt really bad because it was almost 6 o'clock on a weekend and he couldn't do anything, though he didn't charge me for it.

So American Home Shield sent the same company back out from the first time, Temp-Rite. Their guy came out and looked at it. I told him that someone else told me that the valve was missing and they couldn't check it. He then confirmed that it was missing and that they have to order a new part. He wasn't sure why it was taken out, but he said that the guy that worked on it is one of their best leak testers they have.

When they were coming back with the part, they gave me a timeline between 12 and 4 o'clock. That worked out fine because I had an important family meeting that night. But, we waited and waited and at 20 to 4 o'clock, I called to ask if they would still come and they said that they were still at another job, but they'll be here. I got a call from Temp-Rite and the man said that they were gonna be about two more hours where they're at and then there's an hour drive to our place. It's gonna be dark when they get here, but he assured that they can work in the dark because they have headlights.

So I had to leave them here. Then a woman called my husband saying that the only way they would come is if they could put $1,080 charge back through again. So my husband called me and have me call her. So, I called her and she said they will not come up with that part in unless we authorize them to put that charge back through. So they proceeded to put the charge back through again. I did get the credit for the first charge by the credit company. But they were still waiting for a reply or feedback from Temp-Rite.

Then they came back to put the part in, but the same thing happened. So, American Home Shield tried to do an expedited call and, again, Temp-Rite couldn't do it until the following week and the people they could quickly get out was Alpha Mechanical. So, Alpha Mechanical came out and the tech told me that I needed a new air conditioner, so he recommended it and American Home Shield approved it. Then Alpha Mechanical came to put in a new air conditioner.

I've paid Temp-Rite $250 for the Freon, $100 for service fee and the $1,080. That's a lot of money and the rep from AHS that I talked to was working with someone from Temp-Rite trying to get my money back. However, when I called back to see what was happening, I could no longer get her and I had to talk to whoever else was on the phone. But when you call there, you wait on the phone and it could be 20 minutes. And that’s the same problem the vendors have. When they call, they can't get an immediate answer on what to do. Right now, I'm still waiting to hear from AHS and I don't know if I'm really due that money back. But I certainly would love to have it because it would help me towards paying my portion of the new air conditioner.

I have the best plan they could offer, they take a payment every month and they also get a deductible, I can't understand why the consumers are being charged for the service that they are paying the warranty (AHS) to cover. AHS said they emailed me the cost that but the truth is they do not tell you it's $85 per pound for coolant, they tell their ($10) portion. I've cancelled the same services with my home utility company to pay for only one company, when the utility company does not charge for the same service. AHS is a scam and a rip off. I would truly recommend seeking these incentives from another company.

I have been on hold for AHS writing this up and the wait time so far is approaching (30) thirty minutes. Unacceptable. As an insurance defense attorney and familiar with this pattern of conduct by insurance companies. I hope AHS has not adopted such business practices as will have long term impact on their profitability. I have recommended AHS to many friends in the past but will no longer do so given this last experience.

Got another contractor. Said they were too busy to schedule us. Got yet another contractor who finally sent someone out and they said we only need a new AMP. Going back and forth again with contractor and American Home Shield about approval. Just got a call from contractor stating we need to pay him $320.00 for freon that is not covered. Contractor did not say anything about freon when they came out and stated just a AMP needed to be replaced. Do you have any competent contractors that work for you? How do we know who is actually telling the truth? Getting a hold of American Home Shield is a nightmare. Would never recommend them to anyone. We switched warranty companies recently and will be switching again.

I called American Home Shield to request that they send our information over the contractor, and they did but did, but provided INCORRECT information about our problem, so the contractor showed up unprepared (they were told it was a minor shower leak - when it was actually much more severe of a problem which I described in detail to AHS and they assured they would pass the information along to the contractor because they were on the other line with them at this point). FINALLY everything was in place and my shower problem was fixed.

However, I still have a TWO foot hole in my master bedroom from where the plumbing work was done, which AHS is required to fix. (Mind you, this request was placed on June 9, 2017. AHS changed the request date to show 6/16/17 once they finally contacted the contractor, however you can see my payment date of 6/9/17 to show when I REALLY placed the request. Today, July 5, 2017, the hole in my wall still remains).

Today, at 9:45am, I get a voicemail from a contractor confirming our 10am appointment. He talked with AHS and they were supposedly coordinating with me for the appointment time. NO ONE NOTIFIED ME OF THE APPOINTMENT! Luckily, the poor gentleman's schedule is flexible today and he had not yet arrived at my house. We will see what happens next. Such a pain, waste of time, poor communication! DO NOT USE AMERICAN HOME SHIELD! I give the coverage a 4 star rating because what they cover is great! It really would be a good company if they would get their act together!!!

I have spoken to AHS multiple times, my simple question is what is the decision making process, how many months have to go by, how many failed attempts have to happen before they will replace the unit? They will not answer that question, they keep saying that until a technician company deems the unit "unrepairable" they will keep sending new technicians, with no limit in time or visits. I have stated that I don't care why it doesn't work, I just want a working fridge and four months is a long time to wait. Imagine how you would feel with no working fridge for four months.

In addition I have had to take time off work or pay other people to be present for each visit, and replace spoiled or water damaged food after each failure, all of which has added up significantly. The bottom line is that AHS is avoiding having to replace the fridge, which I understand but want to know how long this is going to take. They will not answer. They will not allow me to speak to a supervisor or anyone who can take a caring approach to the problem and get things done. They just transfer me between departments for everyone to read off the company policies. They don't care.

Roughly a year ago I had a different problem which I overlooked but now realized is a pattern. My central A/C stopped working and AHS sent a provider out who noted the fluid levels in one of the units was almost zero but said that the unit was fine. Shortly thereafter a leak occurred in my home and AHS sent a technician out who assumed it was the water heater, did a repair, which did not fix the leak.

I asked AHS to send a central air tech since it was not cooling properly and they found an obvious leak in the central air system that the first A/C repair company had clearly missed. I spoke to AHS about this, given that I had to pay service fees for both and over $300 in fluid fees each time. I assumed that since the first company had clearly missed an obvious problem that ultimately cost me significant time and money, that AHS or the first A/C company should be responsible for the further cost. AHS explained that was not the case, that there was no proof that the first company missed anything, it could have been two separate problems with the A/C system, the leak could have been new. This of course is not rational, but it prevents them from addressing the problem and I didn't have recourse.

The bottom line is that the coverage is reasonably priced and if your $75 service fee leads to a fixed problem you will be happy. If it doesn't get fixed AHS does not care about you. They will string you along as long as possible hoping you will give up and replace things yourself.

The contractor that was sent out was great, very professional, and really knowledgeable. I was impressed with the tools they used and the services they provided. It was far beyond any of the other experiences I've had dealing with contractors. We've been with AHS since we had our house for 17 years. Cost per service has been good, and anytime we had problems with anybody, it was an easy remedy. Everything works and all is good.

I had an air conditioner that leaked of Freon so I called American Home Shield and they gave me the number. The people came out and they put in a new unit. They were awesome, fabulous and did a very thorough job. The performance of my air conditioner has been better since the repair. It is well worth the money. Sometimes people think that if you pay this insurance, everything ought to work like they want it to. But, it has to work according to the rules. I had to come up the code and I had to dispose of the units and that’s part of what's in the contract. I'm extremely happy and I won't go anywhere without it.

However, this last time has been horrible. My oven malfunctioned and wasn’t heating food up properly. In typical fashion, AHS sent a company out to handle it. They said a piece had to be replaced so they ordered it. The part came in about a week later and they came out to install it. But late that night, I started smelling gas. That was a Wednesday and I called the gas company and they said that the oven had to be replaced because of the gas leak. So I contacted AHS and explained that the gas company had red-tagged the oven. They said that they understood what I was saying, but anything was possible and I could be lying. I didn’t like it but I respected it. They said they would contact the company that they had sent out and they would set it up as an emergency.

And then the company didn’t contact me even though I tried emailing and calling them for two days. So then that Friday, I called AHS and they couldn’t get in contact with them either. Instead, they tried to send somebody else out that night but everybody was probably already closed and nobody called me. Then on Monday, I called AHS again and they tried to send a different company out again however the earliest they could come out was Tuesday. I was at work that day and my aunt just ran to the store because she thought she had time, but then the person came. Even though I called the company and my aunt was only five minutes away, they couldn’t wait. That wasn’t American Home Shield’s fault but still, I had to wait for it to be rescheduled for two more days.

They sent a new company out but all they did was look to see that there’s a red tag there. I could’ve just sent them a picture. They also told my aunt that it had to be replaced and they were going to order one. I tried to call the company back that day and although I couldn’t get in contact with anybody, I thought the replacement must be in the process of getting ordered already.

The next day, I finally got to them but they said they’ve already forwarded the information to AHS and it was AHS that I had to call. I was on hold for an hour the first time I called AHS, then they connected me to the next department and I was on hold for another half hour. But the first department had told me that there was nothing they could do at the time and that they had to talk to the company again. I asked them why and they said because the company had stated that the gas leak was not due to wear and tear and American Home Shield only pays out for things that are due to normal wear and tear.

And I explained to them that it’s not due to normal wear and tear. The company that they sent out broke it and there was no gas leak prior to the company coming to replace a part. But they insisted that they still have to talk to the company and I asked them whether they realize how long I haven’t had hot water or gas in my house. Luckily, it wasn’t wintertime. They gave me all the apologies and were really nice about it but that’s not the point. Then the rep put me on hold and when she came back she told me that they had to send GE, the oven manufacturer, out. I asked them why that was necessary and they told me GE had to trace exactly where the malfunction is. I asked why didn’t they just send GE out in the first place but they said that’s the step they had to take.

When I asked when GE could come out the soonest, she told me she would call me back but she never did. Because I knew the department was closing, I called back and was on hold for 45 minutes yet again. Finally, I got a very nice guy who was apologetic and tried to do the best he could. He put me on hold a couple of times to talk to his manager but the manager just told him the same thing and that GE had to come out and tell them where the gas leak was coming from. I explained the situation to him and he was so sorry but it wasn’t his company and he had to follow the process. Then he said he would try to get the appointment with GE sped up but at that point, I didn't even know I had one. That was a Monday and apparently, the appointment was for Thursday, between 8:00 and 12:00.

I asked if that was the soonest they can come out because in the event that AHS approves the claim, I would still have to wait to order a new oven and that could take another 7 to 14 business days. He promised to call me back first thing in the morning, which he did, but it still got me nowhere because GE couldn’t come out any sooner. Now, I’m still waiting for GE to come out and tell them that the oven is broken inside because their repairman broke it. Today I’m actually going to look at ovens, buy one, and have it delivered on Friday. I know AHS has a reimbursement option, but at this point, I still don’t know if they can turn the gas on or I would have to wait for the gas company to come back out.

I had also asked AHS whether they understood that the company must have known that they sent someone faulty out because they never got back to them again, and every time AHS tried to call them, they couldn’t get in touch with them. In their notes, it specifically stated that the repairman came out for a broken gradient from normal wear and tear. Clearly, he did something. Maybe I’m missing something but it doesn’t feel like It’s rocket science.

I’m disgusted with this experience. It’s been a nightmare and I've felt like I have no control. But at least the customer service people were nice. I’m understanding of the fact that everyone I’ve spoken with doesn't make the rule and it's not their fault. They’re not the CEO telling me that he doesn’t care about me. One of the guys was even sweet. He told me that he would typically advise clients to warm water up on the stove but in my case, the stove is the problem so I still can’t warm up the water.

I've had to wait for them to fix things. But with my recent claim for the air-conditioner, the contractors came right out and fixed that because it was a minor problem. I didn't like a couple of the technicians but most of them were very professional. Most of the time, they give me the number of who is going to come out and I have to call because they never call me. Overall, I'm okay with American Home Shield and I've had them for quite a few years.

They had also been sending me emails to take out a policy even though I have one, but they were offering a 45-dollar discount. However, the guy told me that he tried to get me the discount but the woman said that I didn't qualify because I was a renewing customer. I was annoyed about that and I reminded her that when I first started out with them, they gave a coupon so that the first co-payment on the first claim would be free and they don't even do that anymore.

But then, a week and a half after my contract renewed, I got the new contract but it wasn't even the new policy that I customized. Plus, it was a different price than what was on the computer. So I called them up and they told me the price on the computer was for new customers. I felt a little insulted that they were telling me they're going to screw me as an existing customer for $3 a month to give a new customer a better price. I had been a customer for seven years but then we had everything redone so we had new appliances, air-conditioning and heating so we didn't have it for a while. But we've been a customer for the last three years and it didn't make sense. I asked them, "Why don't I cancel my policy and then renew it a month later and get the new customer pricing?"

So basically, they came back after speaking to a supervisor and said that the billing was all set at the higher price but they'll give me credit to bring the price down to what the computer quoted. Then they reminded me that it's for new customers and they were basically doing me a favor. I got a little annoyed by that. They're not giving me anything and nowhere on the computer did it say that the price was for new customers only.

I understand they want to get new customers but they shouldn't do it at the detriment of old customers. They should take care of their existing customers. The renewal of the contract was not a pleasant experience but the claim was. The most recent one was for a multiport valve for the pool. I did it over the phone and it took two seconds to set up the appointment. A great company came out and it went perfectly.

Then somebody from American Home Shield called me. I missed his phone call and he left me a voice message saying, "We're just calling to let you know that you've been contacted by the contractor. And he said that there's nothing that he can do but thank you for using American Home Shield." The contractor said that it was a simple crack in the bathtub but I wouldn’t have that because I have a shower. There's no way that that much water comes through the top of my shower.

We've had a couple of claims since we have lived in our home. The heater went out and won't blow on our last winter. The guy came and he said he'll try to see what he could find. They had to come out twice. There were two gentlemen and they were here until 9:00 fixing the problem. They were courteous and very conversational.

There was also the repairman who came for the oven. He said I have to wait to order the piece. He told me what piece it was and how to order it. Then the guy that came in to replace the parts two weeks later was odd, to say the least. He pulled my oven out five times, put it back five times and then was done. That's the only time that anybody has had a long period of time to fix something, which is annoying. If you don't have the part, then you don't. He said, "I have every other part for every other oven but yours." The AHS representatives are always nice but if they’re going to send someone to your home, they should be thorough and make sure that they're doing everything.

In addition, Thomas Brothers who were plumbing people from Hayden Lake came out about a year ago. The old faucets were on the blink and leaking. They replaced and put in new faucets, which we bought, in the bathroom for us. They did a beautiful job. So our overall experience has been very good. Although, sometimes it takes a long time to answer the phone. I was on the phone for 40 minutes this morning and I did some other jobs while I was put on hold. They said 12 but it turned out to be about 40. It’s not a very good response to wait as long as we did.

I had to go back and forth with Sears who said that I had to pay them $57 for them to restock it. Why even restock something that’s not gonna sell anyway? Sears ended up paying AHS the $57 and AHS sent me a check for the $57 for me to keep the hood range so we finally got all of that straight. The hood range was back there in the box with my dent for almost three months trying to get somebody come out here to put it in. Sears got the initial first $75 and they did their part. But those other little companies in between are not getting any money. That might have been why they didn’t want to come but they still got a job to do. They're on the contract as a contractor for American Home Shield. But the last company they sent out put up the hood range and did a beautiful job.

Also, the first time I started with AHS, something was going on with my central air and they came out and found out that it was the compressor. My unit was still under warranty so the warranty people with my unit sent it to AHS and they put that in. It's $75 for the service call fee which was no problem and that’s been up and running ever since. Some of the people they've contracted with weren't reliable but it was so great with American Home Shield. If anything else comes up, they're the first one I call. I've been with them for six years now and I pay extra $399 a month which is well worth it. They're excellent and they do what they're supposed to do.

AHS sent back the contractor and he had to fix what I have been asking him to fix from the beginning. I requested AHS for somebody else. A new contractor came out and he fixed the problem. Since AHS sent out another company to do the repairs, my water heater has worked perfectly. Overall, my experience with AHS was good. For an older home, AHS' home warranty is necessary.

That prefaced, I do want to express gratitude to American Home Shield for reimbursing me all but 90 cents of the total repair bill equaling $400.90. The problem was a faulty expansion valve, which is crucial to the function of the AC system. An American Home Shield social media rep named Stacy reached out to me by phone and email, asking for a copy of the repair invoice. She said she would look into the matter for possible reimbursement. About a day later (July 28th) I received an email note from Stacy saying:

"You will receive a check in the mail for $400.00 within 7-10 business days. I apologize for the inconvenience and I wish we would have handled this a lot sooner. Also if you have time to re-rate your experience with Consumer Affairs, that would be great. I appreciate you allowing me to assist you. Have wonderful weekend."

The check arrived in the mail this past Friday, August 11th.

Again, I'd be remiss if I didn't express gratitude for this positive resolution from American Home Shield, and I do believe their response merits an increase in their star rating (originally a 1 out of 5). However, I have to balance that gratitude with a sense of caution. As Stacy herself said, she wished the circumstance had been resolved much sooner, and this whole situation began on June 9th. So, it was a process lasting more than 2 months. Had American Home Shield taken me at face value when I told them the system wasn't cooling properly, and had they sent a more thorough and diligent repair company that would take the time to diagnose and fix the AC system properly, this could have been resolved within a week of discovering the original problem. Indeed, American Conditioned Air (the company I hired on my own that actually fixed the issue) had everything resolved in about 3 days (would have been sooner except they had to order the part).

To honor American Home Shield's positive resolution, I will increase their rating from 1 star to 2 stars out of 5. This is not to be stingy or ungrateful. 2 stars, in my estimation, says that this experience left me a bit shaken in terms of trusting American Home Shield for future warranty service. However, I am willing to move forward with them, at least throughout the remainder of my year-long contract, to see if they will handle future situations in a more satisfactory manner.

If I do have to call upon American Home Shield for future services, I will do my best to return here to Consumer Affairs to rate and review those experiences as well. I hope what I have shared will help you as a fellow consumer.

Original Review: July 4, 2017

We moved into our new home in June 2017 during an Arizona heat wave (temps exceeding 110 degrees). The home is only 6 years old, but the AC unit would only cool for a short time before the air would turn warm and stop cooling. Depending on the time of day, we struggled to get temps much below 80. We called American Home Shield, and they sent a company called Mechanical Forced Air. The repairman simply replaced the capacitor and basically indicated the unit was cooling as it should (which it wasn't). He talked down to me in the process.

I called American Home Shield a few times after this to see if we could get another company to come out. They told me this would be an additional $75, which I understood. However, as I spoke with them about the problem, there was a question about what constitutes a "mechanical failure". In other words, they were indicating that my perception of the AC not cooling enough might not be valid as something covered by the warranty. Out of frustration, I asked a contractor friend of mine for a referral. This led to me hiring American Conditioned Air, independent of my home warranty. I just wanted it fixed without the hassle. Their repairman thoroughly examined our HVAC system (unlike the MFA rep who didn't even look at the unit in our attic).

The ACA rep discovered that our coil wasn't getting cold enough because of insufficient refrigerant flow. He installed a new thermostatic expansion valve, and now our unit is working perfectly (it actually cools and shuts off, as opposed to just laboring and never cooling). The $400 I paid to American Conditioned Air was worth the peace of mind. Their service was prompt, thorough, and correct. As far as American Home Shield and Mechanical Forced Air - I wish I could say better things about them. But I don't think the warranty price (almost $500) nor the service call fee (another $75) was worth it.

Original Review: July 4, 2017

My central air unit is 29 years old. I was told by 2 AC companies that the unit is condemned and needs replacement. No cold air. AHS refuse to replace the unit. They just want to replace the compressor. It will only put a Band-Aid on the problems.

Finally our calls were transferred to the "escalation" Dept. He sent out Lino from NuAire. Lino hunted down the leak in the attic and showed me to confirm. Highly recommend NuAire and Lino. AHS didn't even entertain the idea of refunding any of our past years of wasted money on a leak that all their other contracted a/c repairmen didn't bother to even look for. Tip: If you're seriously needing to speak to a live person at AHS - push the button for "new sales". They will answer that in less than 1 minute. Customer service for repairs, forget it. Go figure.

I contacted AHS, and they advised I could replace the unit and they'd reimburse me for the "cash-out value" of the parts that needed to be replaced. When it came time to settle up, all AHS was willing to pay for was the central coil and a pro-rated price on "some" of the freon - both at their deeply discounted, wholesale price - a total of about $350, despite the fact that the new unit cost me more than $4,000. What bothers me most about this was that I ended up paying TWICE for the A/C unit. Once to replace it, and once to simply line AHS pockets. They have wormed their way through every excuse in the book. I've fought with them for a year now. We've gone though every part and they have an excuse for everything, from "That's only with the platinum warranty" to "We used to cover that, but don't any longer" to "Even though the repairman had to disassemble that part to get to the coil, that's not our problem. We only replace the coil."

I called for my AC and it's 17 years old with a Freon leak, insulation ruined by moisture, the spot for the air filter is unusable, filter actually sucked into unit, and the unit needed replacement. I ask the salesman on the phone if they replaced these with the warranty and he assured me they did. Well, what they did is put stop leak in the AC and fill it with 9 pounds of Freon that's being phased out at 70 bucks per pound (the company will only pay 10 bucks a pound leaving you stuck with the rest, not knowing how much it costs until you're hit with the massive bill) and left me with the same old unit that's now beginning to leak again. So, I'm paying 54 bucks a month, 125 for the service call, and an outrageous amount in Freon only for it to continue to leak, still have non functioning insulation, and non functioning filter. So now, I'm going to have to pay this several times a year just to keep it going.

Had I known that they almost never actually replace things, I wouldn't have wasted my time and money with this. The service response was fast, that's the only good this plan did for me otherwise, my savings are non existent. I could get just as fast a service response without shelling out the extra money and frankly, I'd sooner pay to get my own air replaced than to go potentially thousands in the hole waiting for a replacement on a unit in such bad shape that a previous repairman wouldn't even work on it. I sure wish they had been honest with me about this aspect because it was a real surprise to be handed that bill. I understand they are in this to make money, but when equipment is this bad, they should replace it rather than force you to pay this cost for a band aid. I got this to fix problems and that is most certainly not what is happening here.

I've been a customer about four years now and the very first year was great, but the rates went up on the second year and went up again on the third year, and the deductible was bumped as well. The deductible should remain the same and if we become dissatisfied and decided to leave, we'll be subjected to a new deductible if we come back. Also, their customer service didn't rise with it and went the opposite direction instead. The people are knowledgeable but when I call them, there have been times when I had to wait for 10 - 15 minutes for a representative. But, overall, it's been good.

I then called another air conditioning company not covered by American Home Shield, and they were able to get me in that same day. They came and told me the compressor for the unit needed to be replaced and that they would start the process of getting the part shipped in this Monday. Just to check, I called American Home Shield back and asked if a compressor was even covered under them. They said they don't cover any of it. So if I had waited until Friday for their covered company to come out, the issue wouldn't be covered anyway.

I think it is ridiculous that American Home Shield doesn't cover basic air conditioner replacements, and don't do it in a timely manner. I feel as if my health as well as my family's is in danger waiting that long to get our A/C fixed, and then they don't even cover it. We will be cancelling our American Home Shield account, and will be reporting this to the Better Business Bureau if American Home Shield refuses to cover this or respond in timely manner. If you're an American Home Shield covered family that lives in a place where an air conditioner is a necessity, please cancel and go with another Home Warranty company for the sake of your safety.

When technician came out on Thursday he said it was the compressor and could order part locally and get it sooner but AHS typically wants him to order through them. I called June 29, June 30, July 1 and July 2 to see about the order and they told me the people that would authorize the order/part not available. They told me that authorization department has not authorized it yet. What?? Last week they told me l'd never fear the authorization dept works through weekends and nothing was done. Now Monday July 3 I have called AHS as soon as I got up and first call after 32 minutes on hold. My call came into queue and the call was disconnected. I called back and now have been music on hold for 29 minutes waiting. It gave me enough time to look up this website and start to write this review.

I just spoke to AHS and the work still has not been authorized and no parts have been ordered and I have been without AC for over 1 week and counting. Nice young lady at AHS was very kind and said she would have authorization department call me when they order part. I told them I wanted them to authorize the vendor to buy part locally and install today. I have been told that I would be called by authorization department on past calls to AHS and to date no authorization and no call. I have a crisis of confidence that AHS is able to assist. I am looking to escalate to outside the normal protocol. Unacceptable service. I find it interesting that every time I call in they verify my telephone number and email address and not once have I received a phone call or email from AHS to give me information on this work order. Why??

The people they have as contractors are ridiculous as well and no one holds anyone accountable. I posted a complaint to their Facebook page, which now I see I've been "blocked" from to be able to make any comments. And my comments have been erased. I send an email to their social@ahslink.com email and have yet to receive an answer. They transferred our claim to another vendor and we're still waiting. Spoke to retention and still cannot get a clear answer.

American Home Shield keeps giving us the runaround. I am hoping we can get this repaired with having to go to court and I can return to this site and give American Home Shield a positive review. At this point, I would say they were good with minor repairs, BUT if it's something the 1st repair man did... they will NOT accept responsibility.

As of this moment, we are still waiting for a return call from American Home Shield. How could anyone live in this heat? We have health problems and this is totally unacceptable. Of course the first repairman that came out isn't going to take responsibility for the NOT fixing the unit properly in the beginning. If we have left the house the first day after he thought he repaired it our house would have completely burned down. Or if we would have been asleep when the unit caught fire it could have been really bad. Like I said above, this all started on June 18th, and today is July 3rd and we are still without air. I will keep everyone updated as to the progress of American Home Shield and the resolution of this matter.

When I called the EXACT same service provider directly, they told me they could indeed some out, but only because I had previously signed up for the VIP service package. This issue with this situation is that AHS did not have the standing with their providers to offer their customers exemplary service and they failed me. I ended up paying for the entire service out of pocket, rather than leveraging AHS's rather worthless "we'll get back to you in 3 days" offer.

We called the company back and the receptionist asked the guy while we were on the phone why didn't he locate the leak and the said he didn't know. Yet we still had to pay him 75.00 for coming out. All AHS said was that they couldn't refund our money back because the money doesn't come to them. So AHS have these companies working for them and treat their customers like crap. The guy also told my husband and I that AHS are really strict and they are limited as far as what they can do. He also recommended a new AC unit but said AHS wouldn't approve until they come out to my home 3 or 4 times.

We've been with AHS for 7 years and it's been the same **. The sad thing is we don't use them but maybe twice a year. If you're considering this place you need to think twice. We will be talking to a news reporter about this place. I have asthma, my children has asthma and my daughter had heart surgery. Having a refrigerant leak isn't safe with our health conditions. It's time for this place to be exposed with documents.

They were willing to pay either $1,600 or $1,800 if I opted out. In every place that I got for the heat pump, the price was around $8,000 to $10,000. I got three different estimates so I opted out, and never submitted a claim yet. I had the unit fixed and it cost me around $6000 and the permits through the town which I went and got myself only came to $250, in which there were no thousands of dollars of fines for a high voltage, low voltage, and all that crazy stuff. Then every time they send somebody out, it's a $100 deductible, which was three times for the heat pump, and I paid them each time. The person with the refrigerator said that I'm only supposed to pay once as I shouldn’t have to keep paying if the thing wasn’t fixed. And their contract said the only thing that they don’t do is the geothermal which is an underground. My heat pump is not like that, so it wouldn’t be exempted.

Also when my refrigerator went, I had somebody out last May 1st for that. The contractor said that I needed a new compressor. They went back and put a compressor in, but the freezer never worked. So, they had somebody else come out and I was still waiting. Then finally about a week ago, they said that they would replace our refrigerator and they're willing to pay up to $1,300 for that. I went to P.C. Richard and bought one then I sent them a copy of the receipt and they said that it would take up to four weeks. So what's the worth of having the coverage if they don’t do anything? I got it because I'm a senior citizen and I figured that I wanted to be able to keep everything up and going in my home without having a huge expense. In the end, I still paid and I still don’t understand what the discrepancy was. I'm not happy at all. I've had them for a couple of years, but the same thing happens.

I've fought with the customer service in the last couple of months and they don’t have the ability to pay more or work out something with me. They just argue and we don’t get anywhere. When I called and asked to speak to supervisors, I was told that I can't do that. The rep could give the supervisor a message and the supervisor would call me back. Somebody also told me to ask to talk to the president of the company to tell them what was going on, but I was never allowed to get that high. I finally got the supervisor who called me a couple of weeks ago. I had my oven fixed on my own because I didn’t wanna go through the hassle. It was to the point that I was gonna have a lawyer and fight this because it’s so insane. Everything is dragged out accessibly long. They have me over the barrel, but in the same sense, they still tried to get somebody to fix it. They dragged everything out and I guess you have to buy whatever they have. I'm very disappointed.

I called on July 1, 2017, after 39 minutes my call was answered. Their Associate was not helpful so I requested to speak to a Supervisor/Manager. I was then placed on hold. After waiting approximately 10 minutes my call was disconnected. Did the Associate or Supervisor call me back on the phone number that was verified on my account previously to resolve my service problem, of course not. I then had to call American Home Shield again. After being on hold for approximately 30 minutes my call was disconnected once again. I called for a third time and the same thing happened again. I am so furious!!! I expect a call from a Supervisor or Manager immediately.

After two Months, I feel I have been more than patient. Why would I want to continue to pay $75.00 monthly for this kind of customer care. Their statement is if they can't fix it they will replace it. When I recited their statement back to their Associate I was told it is up to the Repair Technician to make that decision. I will be reporting American Home Shield to the Better Business Bureau. I will contact our local news channel that helps people against fraudulent companies. I DO NOT RECOMMEND AMERICAN HOME SHIELD WARRANTY COMPANY TO ANYONE INTERESTED IN PURCHASING A WARRANTY PLAN.

They didn't like what the technician had to say so they denied me the help I needed to get it fixed. They didn't care that I have pets and small children and that it was a 121 degrees! It has been over a week of them sending out different companies to get a diagnosis and they haven't authorized anyone to fix my air conditioner. Finally, today they said someone was coming out between the hours of 1:00-7:00 on a holiday weekend. I have been home waiting and it's now 7:30pm. No one has called or shown up!!! Needless to say this has been the worst experience with ANY company I have had to use. I guess I will have to wait until after the holiday now, going on week number 2!! So unacceptable!! Seriously sitting in my hot house crying right now.

Now my a/c went out on 6/15 and the same tech as before came and said 1 week to 10 days. They called Ricky to take a picture of the part two days after he left and they still ordered the wrong part. Several calls to AHS and to the tech and still no part. Almost 3 weeks and they can't even get a supervisor to call me back. My warranty stops in September and I will not renew with them ever. I'm so mad right now.

I called AHS again when our dryer was not working but I needed to wait about 45 to 60 minutes over the phone to get customer service and it was very frustrating. I shouldn't be waiting for so long to submit a claim and I didn't want to submit it online as I wanted to speak to somebody. At the end, my husband submitted the claim through the automatic machine but he was also waiting for a long time. Then when I called the repair company, the secretary was not amazing. I called on a Saturday, she called me back on Monday and was able to fit me into Tuesday. It was hard to not have a working dryer for some time and I asked her if she could fit me in an earlier schedule if there's a cancellation but she said that they only have time for Tuesday.

But the tech who came out did this thing and fixed the dryer. He was not talking much but he seemed to know what he was doing. I used the dryer once already and I just heard a little bit more noises today. He also said that I needed to call a plumber to clean the duct work from lint. I asked him if he could put it in his report but he said I should call his manager. So I was trying to call AHS yesterday to check on that. I waited 45 minutes then I hang up.

And today I was able to reach them after 55 minutes which is ridiculous. But the customer representative I got was so nice, very patient and very thorough. But she said that the tech who came out was not responsible for cleaning pipes and that it was the plumber's responsibility., which looks weird to me. But if the vent is clogged with lint then it needs to be cleaned because otherwise, it may cause the dryer to not work again. So I told her that I have another claim for the leak in the kitchen and in the kid's bathroom. And I have a plumber that is supposed to come tomorrow. I can ask him if it's something that he would do. But I was hoping AHS was going to get more explanation from the company that they send to me.

Also, I called the plumbing company that they gave me and I asked the rep if she can call me 20 minutes before the tech's coming because she didn't give me any time frame. That's what we usually do to make sure the person is in the house. She said that they have three calls in Great Neck where I'm at and that she can call me 5 minutes before the tech arrives not 20 minutes. But that doesn't help me much and I felt like she was very rude. Overall, I'm satisfied with AHS but I'm hoping for a better service.

He said he was going to try to get them to look and see that I had submitted it but he couldn’t do that. I probably had to call again and once I called again, I told the problem and they had someone here right away. The contractors were very nice. The one who fixed the oven had to order a part and I don’t know if they got busy. I said that we needed our oven before Easter rose and he was very nice to get somebody here the next day so it worked out. Overall, I'm satisfied.

Meanwhile, we had been trying to get a hold of AHS but every time we call, we hold for 30 minutes before giving up. Finally got through yesterday and talked to a nice rep who said there's nothing they can do except try to get a hold of the contractor. So asked for a supervisor and they couldn't take my call but one would call me back in 4 hours. That was almost 24 hours ago. It is unacceptable to go without a refrigerator for this long. Luckily, we have something small we can keep milk in for the kids. I've never had a problem with AHS but this is insane. They should have replaced it when the first contractor made the recommendation over 3 weeks ago. Why is this contractor in your network if you don't trust their opinion? And why am I forced to spend hours trying to get this resolved.

The next day I called AHS, was on hold for 22 minutes and the girl told me there was nothing she could do because he wasn't answering his phone. I called the next day and the girl tried to call him and got no response. The girl later told me he called back and told me they would be out that day. Didn’t! The next day I talked to a girl in Texas. She tried to call him and, no answer, she came back on the line and told me she had texted, email and voice mail and would call me before she left work yesterday. No call. Today I have spent a total of 1hr. and 22 minutes on hold with no results. I don't expect any from this email either. I paid the plumber 75.00 copay. I have been a policy holder with you for 3 or 4 years now and I am really upset that I can't get any answers.

On to the stove, the tech came out on June 5, said the part would take a week. I called on the 16th for an update, the response was, "Part is due to arrive on the 14th and the tech will call you" - yes two days earlier, so I called the tech directly. They informed me that AHS still hadn't approved the ordering of the part. Now it's the 30th - no status update, no calls, nothing. When I asked today - they said, "Oh part should have been delivered on the 14th". Horrible service, horrible follow-up and no one is accountable. Save your money - last time I will call AHS but not the last time I will tell my story to friends, coworkers and anyone else.

This was a case of total switch and bait to get me to buy that day which I did and I also later on purchased one for my home in Florida. Ask yourself why is it on one home both with air conditioning and not on the other for $1.00 a month. I was duped and will take whatever action necessary to receive my due compensation from them so here I am sitting in a 85 degree home with a medical condition. Look at other complaint sites they have over 600 complaints. Beware of this company at all cost.

The next day I get a phone call from an AHS obnoxious sounding CS telling I will owe this, that and the other. Whoa lady, how does he know what the issue is without any testing equipment? After more discussion, I'm told I could get a second opinion. The next call came from the repair company, wanting to set a time for the install. Whoa, I am not comfortable with the techs information as he did nothing but eyeball both components. This dude was also RUDE. He kept trying to tell me the system had been tested. I was there, I'm a hands on, curious, like to learn what's going on. He kept cutting into my conversation and also told me I could get a second opinion from another company.

So I call AHS to get the specifics... I explain again the first tech did no testing, and I wanted a second opinion. The deal is if their tech was wrong they would pay the service fee, but if the first tech was right, I'd have to pay another service call. Then the vendor -same rude guy,- calls again wanting to set up the install time. He obviously didn't check the records to show we spoke the day before... Then he remembered. To put this in perspective of time, the first tech was here maybe 30 minutes. I get a call from the second AHS contractor J-Tech Mechanical. This dude came with his equipment, was here 2.5 HOURS and diagnosed the problem all the previous service providers have missed for 10 YEARS. His diagnosis was the same, but told me where the fault was. I quite happily paid him his Service Call.

Getting busy with work, I didn't call AHS back to discuss the first contractor. Yes, it was my fault, I should have placed a stop payment on the check, but it was too late. Bottom line, to replace a unit using AHS is fruitless. The price of an entire new unit which I decided to opt up, is the same as all the other previous quotes I received which included all the extras AHS said I'd need to pay for.

If your unit needs repair, and AHS send out a qualified contractor, maybe it's worth it, but not if you expect to get help on replacing the unit. And of course, there's the freon charge, they foot $10 a #, you foot the $65 - $80. Before finding this site, I was holding and transferred. After the third transfer and barely being able to understand the rep, I ended the call-- time spent draining my phone battery -- solid thirty minutes. I would recommend JT Mechanical to anyone, they will replace my unit, but meanwhile, I've decided to let it run until it's out of freon before the new install.