American Home Shield Reviews

I then called an independent plumber to come out and give me his estimate. It only includes one of the upgrades to meet current code and was approximately $125, which I would gladly pay. I then called AHS and their brother-in-law plumber and pleaded my case to no avail. It was pay their contractor the padded $800 or they would offer me a cash settlement, for which I am still waiting for a phone call!

It is an outrage that my wife and I have had no A/C for seven days now. I pay AHS for insurance, not for inconvenience. Had I known this, I would have contacted a real A/C repair company and had the job done within 24 hours. This is my foolish mistake as I have had a previous unsatisfactory service from AHS in the Spring of 2007 when they sent an incompetent vendor who almost burned our home down and never completed the job satisfactorily. Everyone needs to be aware of this company's poor customer service.

On Wednesday, June 17 at 11am, my AC unit stopped working. And I called AHS requesting to fix the problem and they send Holland AC technician. He said that the compressor had to be change. He told AHS so they could order the part and they never did. On Friday 19, I called AHS and they told me that I should call Holland AC so they can pick the part up. The supply store told Holland AC that about five minutes ago had barely called AHS so they could order the part. And those six days, the temperature was over 100 degrees. I have a little girl of 4 years. I also told AHS, however, they did not care. They only want to collect money and avoid the responsibility.

I went to Home Depot and paid $287 around there for a Window unit. Today, June 22, Holland AC came to my house and fixed the problem. I had already paid my $60 deductible, plus, $100 for the disposal and today AHS asked me for another $100 and AHS really couldn't explain why they tried to collect more money. AHS is a fraud and I will look for another warranty company for my home. The thing that most frustrates me is that even though we're paying, I have to pay someone else to come and fix my bathroom.

I also had a plumbing issue; I had the seller purchase a new hot water heater and move the unit from inside the kitchen to outside the bathroom area prior to closing. A licensed plumber did the work but he did not put sheetrock over the old plumbing and you could see the capped-off pipes. The plumber, same distance as the electrician, refused to even look at my plumbing problem because of the exposed pipe, yet tried to charge me $65. When I called AHS to complain, the rep was very rude and told me that for both the electrical and the plumbing I would have known there were issues if I 'was smart or had hired a man to look at it' (I am female).

When I asked to speak to his supervisor, he refused, telling me, “This ain't a supervisor issue.” I explained that as a customer, I had the right to speak to a supervisor. He laughed and told me I did not have that right unless he said I did. I asked his name; he refused to give it and hung up on me. I called back and asked for a supervisor. I was told there were none available. I had to pay almost $12,000 out of pocket for new plumbing. A pipe break in one of the bathrooms flooded the floor. I now have to tear up the entire thing and replace the subfloor, cabinets, and part of the wall (when I can afford it). My electrical issues are still unsolved since I cannot afford to address them at this time.

I called them at 5PM and the same thing, and again at 7PM. They said they have 24 hours to service your items. I called again at 9PM and the same spill, so I talked to a manager and they told me that I can call someone myself, but if they don't meet Home Shield standard, I will pay for it myself. This was all on Friday. It is Sunday and they still have not had someone call me.

I got involved three days ago when this event still had not happened. I have yet to receive a truthful answer from them. I was told yesterday that my mother was on the schedule for today if the compressor arrived this morning. That sounded great so I agreed. This morning rolls around and I finally hear from Angie, Certified’s office person. She claimed the part did not arrive and the job would need to be moved to next week. I asked for the shipping information so I could look into it myself.

After a lengthy discussion on how she never receives accurate tracking numbers from this company and calling them would do me no good. She finally agreed to give me the distributer's number. The only catch was she needed to find their number and would call me “right” back. That was 10 hours ago and I still have not heard from her. I tracked down the distributer on my own and had no trouble getting an accurate tracking number from them. In fact, I found out the part was delivered this morning and Angie had flat out lied to me. Needless to say, I never heard back from her again. To make matters worse, I started calling AHS for assistance. Their solution was to call the same number I was calling for Certified Air Systems and leave a voice message for them.

After several hours of this and many, many phone calls to AHS, I finally reached a young woman who told me not only could they not hold Certified to their original installation schedule but they also could not replace Certified as the subcontractor because they have a contract. They went on to say the only way Certified would be released from the contract was if Certified called stating they would not do the job. My question is who is working for whom and are the AHS attorney's so bad they cannot right a contract with a viable release clause.

I was further told by the AHS representative they could not risk the liability of changing installers but that they could risk the liability of having two senior citizens without AC for a weekend. Talk about priorities! It registered 101 degrees in my mother’s house today and the only consolation AHS offered was a $75 rebate on a room fan. My mother, in an attempt to solve the problem herself, went to Certified's office today to talk to them in person. When she arrived she found an abandoned building with several past due notices on the door, some dating back as far as six months. When she asked one of the neighboring businesses about them she was told Certified filed bankruptcy six month ago and had not been back since. I notified AHS of this and was told they still could not void the contract with Certified and that we would have to wait until Certified fixed the problem. AHS now claims the AC will be fixed Monday. I don't think I will hold my breath for this one.

I have waited from June 2 up to June 19, and I have not received a phone call or anything in regards to the pending repairs. Anytime an order is placed online, customers are required to list an email address. I called American Home Shield on June 19 to be informed that the repairs would not be made because of the location of the refrigerator.

I was furious, because no one had the gall to call and tell me that the claim was denied. I spoke with another person that was quite uninformative as to the rules of my contract. I have read my contract, and I have paid my premium; so to deny my claim because I have two refrigerators is absurd. There is nothing stated in my contract about two refrigerators. I am requesting immediate cancellation and an immediate refund of any premium.

I called AHS back and said my water heater was still leaking. I called a plumber myself and they came out, I paid $85.00. This plumber said I had a leak and the heater needs to be replaced. I called AHS again and had them to send another plumber out. This was within a week’s time. What would I have done had the heater been in the attic? Florida Home came out and said I have a leak. They replaced the heater and I called AHS, to ask about the drip pan and they said if it is broken to replace it.

I ended up paying Florida Home an additional $300.00. This was for $200.00 to bring the water heater up to code and $100.00 for building permit. Give me a break. Drip pan was broken and they wanted me to pay an additional $100.00 for the pan. I now have a hold on my AHS account and cannot use it. I cannot believe that AHS can get away with treating their clients like this. I have continually had problems with AHS not complying with the warranty work. I had to fight with them about my air conditioner too. Every time I have to have any work done, I always have to bring in another contractor to get them to do any of my home repairs and when they do, they seem to argue with me the entire time.

This company should be put out of business. The stress they put on the homeowner on top of the issue at hand is hard to comprehend. They get paid $800.00 a year, plus $60.00 every service call.

After two weeks of back and forth with AHS and pool technicians, AHS called to inform that they denied the claim. The reason was because wires seem to have been altered and not setup as they are supposed to be. I had this electric box for 8 years and was installed by the pool company that built my pool. I did not hire anyone to fix any problem with my pool electrical box. This was the first time that it was ever been opened. I even have the manual of the box that shows diagram wiring to be exactly as it is wired. AHS did not give details except for the fact that they believe setup was not proper. That's when I realized that this company can claim anything not setup properly and deny all claims and no one can do a thing about it.

After several discussions with company managers, I decided that I had to cancel contract. AHS is there to take your money for useless warranty. All what I can do is write about it here and BBB to damage AHS reputation and hope that you don't sign up with them.

He walked away without taking my coupon when it was offered. I thought that was the end of it. I was busy and didn't have a chance to call AHS. Then, when I call back about an appliance repair, I am told that they will not place a repair order for me until I pay the $60 for the service call. That goes to the company, not the service man; therefore, I have to pay it. Today, I got a bill in the mail for that $60. I talked to lower level people and a supervisor. All insisted that I had to pay the bill no matter what my complaint might be. I didn't call them within 10 days, so I am out of luck just because it says so in their contract. I have been paying my monthly payments for years now. I will be writing to their headquarters—without a check included.

Initially, the claim was denied almost out of hand, claiming the damage to the unit must have been pre-existing, in spite of an operating inspection and several days of operation. After much fighting on the phone, AHS finally relented to getting a second opinion. The second opinion was the same as the first--a blown compressor that had caused some secondary damage. Both service companies concluded that a new unit would probably be less expensive than a repair. Neither service company, according to what they told us, felt that the damage was pre-existing.

We received a phone message from AHS denying the claim after the second inspection, sticking to the original pre-existing condition. Again, after several attempts to reach claims, being cut off three times in the attempts to switch me to claims, and the subsequent conversation, AHS has not only denied the claim, but now states that since they've reviewed this twice, they will no longer consider any further discussion on this claim.

We are extremely dissatisfied with not only the denial, but the way the process was handled from the first phone call. We are without an A/C unit, looking at a couple of thousand to fix or replace, and still out the several hundred dollars we paid to purchase the insurance for exactly this type of situation!

I have no way to check the veracity of this, as I am not an electrician. I just don't get a good sense from this company--the vendors they contract with do not seem to be terribly reliable (I've been waiting for 10 days for a part to come for my latest repair, something that, of course, isn't covered). This company seems to prey on people who know little about their appliances, since if we knew anything about them, we would be able to at least ascertain the cause of the problem, in order to figure out whether it's covered or not.

Finally, the company "did not receive" my renewal request, but charged my credit card for an incorrect amount. And for at least a year, whenever I called for service, they were unable to locate my contract number. I'm quite dissatisfied with my experience with AHS.

On 6/10, I received a letter that told me the ceiling fan would be excluded from service. I called to find out where my check is and I was told it was to be mailed today, 6/11. I do not know how AHS can judge if something is installed incorrectly without looking at it. I just think that they are being mean. I pay for this warranty each year without delay, yet I get this run-around. They should honor their agreement and not act so disrespectful of loyal customers.

They made me chase them for two weeks that the pool could not be run in the heat of Las Vegas. Their computers were down, you could never talk to the same person twice when you call, and I pay for a warranty that they chose not to replace any expensive item. If it is an inexpensive item, they authorize it right away. I also had an issue with a microwave that is 3 years old that has an installation trim kit by Jenn-Air and the tech they sent out stripped the screws and could not remove the panel to access the microwave. The second time to complete the repair, because he stripped the screws, it became my responsibility to get the manufacturer’s trim kit off. I am waiting for their repair person to put in the new part. They use inferior techs and accept no responsibility for damages they create. I paid $850.00 to replace the filter unit.

Then a few hours later, they called me back and said that there was nothing wrong with the AC, that no part was leaking, no part was ever on order, and that Bissett had got the house mixed up with another house. Nothing was wrong with my AC even though I have had 5 service calls to add Freon in it. I had repeated emails to and from Bissett stating they could not find a part and that the coil was bad in the AC. AHS said none of this ever happened, and Bissett just got the wrong house. I have several rental properties and all with AHS warranties. I will never use them again. AHS is a worthless company that takes your money and will not back up any coverage you might need. I am now in the process of filing a complaint with the BBB.

i spoke to a manager, and they said that the THI would have to hit 104 degrees before they could rush someone out there. They have very blatantly chosen profit over human condition. i went to the service master company website (their parent company) and read their code of conduct. it does not come anywhere close to the service i have received. "To honor God in all that we do" is about the 3rd line in. if they are Christians, they have a very unique way of caring for their "neighbor." I now have the CEO of American Home Warranty and will be calling him 2-3 times a day until this issue gets resolved to my satisfaction.

I am cancelling my policy, and I'm going to send a complaint to the BBB also. It cost me $60.00 for the plumber who did not know the code from 6-7 years ago when the water heater was installed and another $285 to get another plumber out there to change out fittings and valves that were leaking. These people need to be put out of business!

Now, in May, 2009, pool heater went out. AHS claims improper installation of gas lines and denied replacement. Go figure, this same pool heater was serviced twice over the last three years by AHS contractors and at no time did they ever say the unit was improperly installed. Now that it needs replacing, AHS is using their obvious strategy of "improper installation".

The first time the water heater was a necessity and I had to do something quickly, this time the pool heater can wait. Luckily Las Vegas in the summer does not necessitate a heated pool. I have contacted city inspectors, original pool contractor; second and third estimates on the repair/replacement and all of them acknowledge that the unit was properly installed. AHS and their contractors use deceptive practices in the hope that people will just take the loss and move on. Any time there is a replacement situation, they will claim code violations and/or improper installation. You have already spent a $60 deductible and to get a second opinion will cost you another $60 from another one of their contractors who will of course, state the same diagnosis. They will not cancel your contract without you completing the financial obligation and they hope that you miss the renewal date at which time they automatically will renew the contract and continue to deduct their monthly premium.

At this time, the BBB has received a response from AHS that they will cash out $287.00 for my water heater and will reconsider the pool heater if I supply a detailed estimate. They use the term "settle this amicably". I will only take the full amount that I paid for the water heater replacement. I am now waiting on their response to the estimate on the pool heater and I expect payment for that also. If not, I will take them to small claims court. I truly believe that they make money off of the 9 out of 10 people to cut their losses and move on. We need to make sure that there is more than 1 in 10 that fight. Right now, if they only have to compensate the 1 out of 10 that complain, they are still making money. The BBB website complaint form only takes 10 minutes. Stop spending precious time arguing with AHS and complete the BBB complaint form, it’s easy!

United AirTemp came and looked at it on Friday May 8th. I talked to their representative and he said clearly that weed cutter has nothing to do with this damage and it is an old unit and because of its age, compressor went bad (should be under AHS coverage). Therefore, they told me that they would not charge me $60 service fee. On the same day, I received a phone call from AHS stating that second company had made the same statement as first company and my unit was not covered again. I asked for a written report from AHS proving this assessment, but they said there was no report. This was verbal phone call statement between AHS and United Air Temp.

In the same day, I talked to the mechanic from United Air Temp telling me clearly the unit went bad because of its age, and AHS telling me differently. I sent them a letter attaching the reports from both my HVAC contractor and United Air Temp with their assessments. I will have my mechanical service contractor to do the repair at my own cost. I asked for cancellation of my policy, they told me that they would get back to me and never called me back. They do not have little respect to what they do. They need to reduce the negative feedbacks about their company. I have lawyer lined up, consumer report agencies to be applied. This has happened before but this time I will not let this go.

This merry go round went on until the repair company closed and the answering machine came on closed until Monday. AHS went on to state that they were having problems with their e-mails system. Now imagine that. Well, I stated why didn’t we utilize the fax machine? We are now experiencing problems with that, too. Now, 6-01-09, at approximately 5:45 pm I received a call from the repair company stating that they can come out on Friday, 6-5-09, between 1-8 pm. I requested a return call from the supervisor I'm still waiting. Maybe she will call by Friday. Let me add I have been paying on this warranty for approximately 4 years and 4 months with no claims.

Thus, Warren's Heating & Air is a fraud. They told me that I needed to replace a $4,000 furnace in order to make room for the leaky condensate pan to my air conditioner when it wasn't true. I had to come up with $1,300 in addition to my $60 warranty co payment, and I am currently battling it out with my home warranty co to get reimbursed in full.

On Thursday, I called them at 9 am to confirm the appointment; the contracting company stated they never received a work order from AHS. I called them. They informed me that the contracting company’s email was not working properly and they were going to manually email the company. At 2pm I called to AHS to ask when they were coming out. They stated there was no work order. Frustrated and extremely hot, I explained to them I just got out of hospital from surgery the day before and my son has asthma and I needed to have someone out today. They apologized and offered me a $100.00 voucher for a hotel stay or towards a window unit until Friday when the contracting company could come out. I accepted this voucher and called my friend and hired his company to come out and fix the problem. It cost me $204.00 to fix the leak in the unit, clean the outside, and fill it with 3 lbs. of freon.

On Friday, no one from AHS or the contracting company called me. At 8pm, I called to AHS to ask them when the contracting company was coming out. They explained to me that the contracting company stated they called me Friday and I claimed that their services were unprofessional and I did not want them back at my home, which was an utter lie! They never called me. My father and daughter were at the house all day! No one called the house! Now, I am beyond furious. While on hold with rep, she explained she was going to try to get another company emergency to come out and fix my problem. I did not tell her at this time my friend’s company had already been out. I wanted to see what they were going to do. Needless to say, she hung up on me.

I called back and received Rob on the line. I explained to him that previous rep hung up on me; I had to re-explain the whole situation again. He placed me on hold for about 20 minutes to come back and tell me that the contracting company was closed for the weekend and there only would be a recall for them to come out on Monday, June 1, 2009! I went off! I told him, “So you’re telling me I put in a work order a week ago to have my AC unit fixed, and my contract states I have 24-48 hours to be repaired for outages.” He agreed. I also explained to him the medical conditions of my son. He had no restitution for me.

I finally told him that I was so glad I already had another company come out and complete the work! And that I wanted reimbursement for the $204.00 that I paid this company. If the contracted company had done this on Monday as I asked them to do, then I wouldn't be going through this today. He gave me a secondary toll-free number to call on Monday, June 1, 2009, which I intend to call. Needless to say, I will be cancelling my services with AHS that I have paid for since 2006 and will be finding an alternative warranty company!

Our past experience has convinced us that AHS will use some excuse not to honor the contract, so we are cutting our losses and ending our contract. I recommend that homeowners save the monthly fee that they would pay AHS in a savings account that they can tap for home repair. That's what we will be doing.

So I called out Killeen Heating and Air and they cleaned it for me even though they said it did not need any cleaning. They also said the unit maintenance on my unit was fine and that would not have shorted the compressor. So I sent AHS my proof of repair and they got back with me a week and a half later. Remember, I have no air and have a three year old in my home and we are so miserable. They said you had the unit cleaned but you were supposed to get the compressor replaced? Ok this is crazy. They keep giving me the runaround. I have spent my money on different technicians with no hope of my AC being fixed. Now I am without air, not even just the air, but the heat won’t work either. And every time that these technicians have come out, not one said anything about maintenance or wrote anything on my repair receipt about it at all. Please someone help me, I am a single parent and me and my child cannot live in these conditions. This is so wrong and this company does not care about their customers.

Well, this is really where the dilemma began between me, contacting the company and also American Home Shield over and over again to get the inspection work completed. Each time I tried to contact Residential Home Services, they would not answer the phone. I attempted numerous times to get AHS to get the company here to do the work and they could not get them to answer the phone. On May 18, 2009, I received a call from Residential Home Services stating that they would send someone out on Friday, May 22, 2009 at 9 am. Well no one showed up from Residential, and I placed numerous calls to them. I also place numerous calls to AHS who made numerous attempts to contact Residential and once again, no one answered the phone.

On May 22, 2009, after complaining once again about not getting anywhere with Residential Home Services, I was finally able to convince the AHS representative to get another company to attempt to complete the work. I also inform AHS that this was my first time using the maintenance service, which I had paid in full for 1 year. After going through all this, I would not be renewing the contract.

I had the electrician and the air conditioner guy out within two days. The electrician told me that the problem with the panel box probably caused the problem with the air conditioner. He also told me this particular panel box was a known fire hazard. He assured me he would report this. He did not. I called the electric company when I found out he hadn't. They never called me back.

The air conditioning guy said I needed a new compressor. I told him about what the electrician said. The air conditioning guy said the power box probably caused the power surge. I asked if he would be sure to tell you that. He didn't. He simply said probably a power surge caused the compressor to go out. American Home shield declined to cover it.

Your folks then told me you would cover nothing. When I told your guy what happened, he said there was nothing he could do. Since I get no return calls, there is nothing I can do. This is going to set me back close to $3,000... which you don't have to pay. Needless to say, I will not be renewing and I will be warning everyone I can that it would be better to save these several hundred dollars a year in a safe place.

I think American Home Shield should outsource their service contractors to India. Maybe all contract holders could then get a service call and the repairs made. Yes India, they could take the next flight, make the repair and return to India in a shorter period of time than it takes an American Service provider to pickup the phone and talk to a customer. I look forward to the day I so not have to renew the contract and pay someone that has pride and accountability for what they do. Unfortunately the real estate brokers already have their kickback for getting me to sign up and will continue leading home buyers down the wrong track. What a scheme to make money!

I am complaining because on this 70+ degree day, the technician called American Home Shield and said the damage was due to ice. It couldn't be plastic pipe becoming brittle due to age and heat. No, it was damage due to freezing and surprise of surprises, AHS does not cover repairs for this type of damage. I called AHS to find I have no say in the matter. What the tech tells them is what they go by and they will not hear any other possibility. If there were visible ice I would have no issue. If this leakage occurred as ice was melting, I would have no question. But it was nearly the end of May and in New Jersey, the ice has long since melted. No, this pipe leaked the second time we turned the A/C on this season. I do not believe ice is the only possibility. I do very much believe ice is a convenient way in which AHS can get their $95.00 fee, and the technician can get paid out-of-pocket for the repair. It is a win-win for the insurance company and the repair people but a losing proposition for me, the policyholder. I essentially have no rights. This, I have a problem with, a very big problem with.

Frankly, I am at a loss, both literally and figuratively. Do I continue to carry this insurance and believe in the future they will do the right thing, or am I correct in feeling that they have the means in place to deny any claim I might have as they did this one? In addition, some of these companies (not Jayme’s) have an extremely narrow window of time they devote to AHS inspections. If the policyholder cannot work with these times, the companies are very quick to add an additional $150-$195 fee of their own on top of the $95.00 AHS fee. Am I wrong or is there something very wrong with this entire means of conducting business?

On May 2, 2009, I noticed water seeping from the exterior wall where the pipe was located. I called American Home Shield. They said they were waiting for an estimate from Union Plumbing. On May 7, 2009, Jeremiah from American Home Shield called me and said they would fix the pipe but I would have to pay $470.00 to have a clean-out installed. I explained that there was a clean-out there and offered to send a picture of the existing clean-out. They said they did not want to see the picture and could only go by what the technician from Union Plumbing said. I said fine, I need my drain fixed so I would pay for it. American Home Shield said someone would be in contact with me to set up an appointment to complete the repair.

Ideal Services (License Numbers 66194, 52151A & 68097) called and said American Home Shield had assigned the job to them and someone would be at my house by 6:00 PM on Friday, May 8, 2009. They never showed up. I called American Home Shield on the evening of Friday, May 8, 2009, and they said that someone would be out on Monday, May 11, 2009. The plumber from Ideal Services finally showed up on Monday, May 11, 2009. He said there was no clean-out so I showed him the clean-out. He said it was not up to code and it would cost $400.00 to install a new one. I said fine, I just need to use my kitchen. The plumber returned on Tuesday, May 12, 2009. He proceeded to knock a hole in my exterior wall and completely broke off the pipe and existing clean-out. He said he would return on Thursday, May 14, 2009 to finish the job.

In the meantime, I called the City of Las Vegas Development Services Center to inquire about the plumbing code. The inspector told me that the only requirement is that the clean-out be accessible without opening a wall, which it was. On Wednesday, May 13, 2009, I received a call from Matthew of American Home Shield who stated that they were going to send me a check for $1,365.00 and that I would have to find my own plumber - that was all they would do.

I called Ideal Services on Wednesday, May 13, 2009 to confirm the appointment for Thursday, May 14, 2009. They said I was "good to go" and they would be at my house to complete the repair on Thursday, May 14, 2009. By 10:30 AM, no one had showed up. I called Ideal Services who said that since I had taken the cash out from American Home Shield, the job would cost at least $1,200.00. They did not want to complete the work and suggested that I call another plumber.

As of this writing on May 14, 2009 I have a hole in the side of my house and cannot use my kitchen. I feel that American Home Shield should be required to pay for the actual cost of the repair in full since their technician made simple drain stoppage into a major plumbing problem. I should be compensated for not being able to use my kitchen since April 30, 2009 at $500.00. I should be reimbursed for having to dine at restaurants during a swine flu epidemic which as of May 14, 2009 has cost approximately $500.00. Furthermore, Air Pro Masters, Union Plumbing and Ideal Services should have their contractor's license revoked due to attempted fraud for requiring unnecessary work to be performed, gross negligence, and abandonment of work.

We also called about some outside plumbing that needed to be fixed. They told us that the warranty does not cover outside work, but we explained that because of the outside problem, the inside plumbing was affected also (the water line was leaking inside and causing the water to run down from the plumbing and down the walls of our basement - in two rooms). We thought there was nothing we can do about it after our warranty was expired and did not want to renew our insurance because we felt like it was a complete and utter ripoff. We still need to have the work done on our house. What do we need to do in order to get American Home Shied to fix this problem?

This was Monday and now it is Wednesday afternoon and I still don’t have a working AC. Burlesons and AHM have both given me the runaround. The AC repair guy didn’t even show up yesterday for my appt. and then lied and said he did call me and I told him not to come. Please tell me what sane person, living in Florida, who works out of the home and has 2 small infants in the home 24 hours a day, would not want their AC fixed? Oh, and it turned out they didn’t send it as an emergency, too, which upsets me to no end.

I called AHM to report the company and to literally beg them to send the service request to another business. They said no, and didn’t seem to care that I was still without AC. Chris and I are having to leave our home tonight for a hotel, because Addy has had 5 asthma attacks because of the heat in the house, and we don’t want to risk anymore. I have been hung up on 5 times by the AC repair people, and called AHS 4 times, and still have not gotten anything good from this. I will be canceling our coverage with them, as soon as we can afford to find another company.

I can’t even explain how upsetting this is. How I am in tears about my amazing house basically being as hot as a sauna, and regretting that we ever got into something like this. This is our first home, and now I regret ever buying it, because of AHS!

I placed a call to other A/C companies and the average total price is around $225. I asked American Home Shield if I could have this done on my own and settle on the difference. They would not approve. The other complaint is their inconsistent answers to questions, response to return calls and extremely longer than normal hold times. I was told by one operator on 5/5 that I would have an answer on the cash out option in 24 hours. I called back on 5/6 for a status and was told 48-72 hours, for an answer date of as late as 5/12. I am beginning to think I am being given false answers and told something in error just to try to buy time. I would like to express my extreme frustration with this company. I would like to see their practice of misleading clients investigated. Thank you.

I called AHS today (the AC was fixed yesterday) to ask them what they are going to do about this. Of course, you know the answer to that question - not a thing! And then I found out that I have to actually send them the invoice from the AC company that fixed the AC to provide that the unit is back in working order or they will not cover it in the future.

Beware, please make sure that you read all the complaints against this company before you purchase the warranty!

My complaint is probably similar to many out there who have had to deal with AHS. I have decided to do my part to help stop this raping of the American public. When we bought our house in 2007, it came with an AHS warranty contract. During the first year, the garbage disposal stopped working and we made a service request to AHS. They sent out a repair service who informed us that the garbage disposal was not covered under the warranty because it had been improperly used! I am not sure how you improperly use a garbage disposal; AHS could not tell me either, but because of improper use, I was responsible for the repair. Because it was not that expensive, it was not worth the hassles that I would have had to go through to get AHS to pay for it.

We renewed the warranty contract in 2008 because we had a Sub-Zero refrigerator that came with the house. We were somewhat worried about the Sub-Zero because it was 11 years old and were aware of the repair costs of the refrigerators. In June 2008, we started having problems with the refrigerator defrost system. Ice was forming on the back wall of the refrigerator. At this time, we thought it was a good thing that we had extended the warranty. We placed a service call with AHS to report the problem. AHS set up an appointment with NuAir Cooling, Heating, & Appliances based in the Conroe, TX area. NuAir called to confirm an appointment towards the end of June only to inform me that the cold control switch (aka thermostat) needed to be replaced.

Several weeks went by with no response from AHS or NuAir. Towards the end of July (07/31/08), I called NuAir for status and no one returned my calls at all. I finally called AHS to get them involved only to be told that the problem was that the part was not available from anywhere. At that point, I started looking for the part myself and was able to locate several within a week. Finally, NuAir installed the thermostat on 08/22/08.

Since I had done a full defrost to replace the part, it appeared that the refrigerator was working properly. By mid-October (10/21/08), the same defrosting problem was back. I called AHS to inform them that the refrigerator still had a problem. They again went down the path of having NuAir investigate the problem. A week went by and still nothing from NuAir (no phone calls, nothing). I left them several messages to return my call to no avail. On 10/29/08, I called AHS back to inform them I was displeased with NuAir's service and that I needed a different repair service. AHS set up an appointment with Texas Gulf Coast Repairs.

On 10/31/08, Texas Gulf Coast Repairs called me to set up an appointment for 11/01/08. The date/time for the appointment came and went. Texas Gulf Coast Repairs was a no show and would not return any of my calls. I called AHS to complain and they basically gave me the runaround.

On 11/03/08, the original company, NuAir, called to verify an appointment for 11/05/08. Now by this time (4 months after the original service call), I just wanted my refrigerator fixed. NuAir came out on 11/05/08 and informed me that the defrost control board was faulty. Knowing what NuAir had done the last time they had to order a part, I immediately called AHS and told them that they needed to be more proactive about finding the part this time because I was not willing to wait another month.

On 11/06/08, NuAir called to say that AHS was taking care of locating the part and that it should be available by 11/11/08. NuAir returned on 11/11/08 to replace the defrost control board. The refrigerator seemed to work for the remainder of November 2008 through March 2009. Due to the frustration of dealing with AHS and their service repair companies, I opted to not renew the warranty contract for the next year.

In April 2009, the refrigerator started acting up again. I think this was partly due to the fact that it was starting to get warmer and the colder winter months were behind us. I started checking around to see if I could find a reputable Sub-Zero appliance repair company. After checking the Sub-Zero website for authorized service companies, I found that NuAir is not a licensed authorized service company for Sub-Zero appliance. I was able to find one that came out to inspect the refrigerator. The company determined that the work done by NuAir was insufficient to repair the problem. The problem was that the compressor needed to be replaced (a $1500 repair) and should have been done the first time. The fix that NuAir provided was a temporary fix that would not last very long. It basically masked the real problem.

As a consumer, I feel that AHS and NuAir are both responsible for not repairing the Sub-Zero refrigerator the first time. Since I no longer have a contract with them, AHS was quick to inform me that they are not liable for past work that they authorized. I feel that both AHS and NuAir were working in coordination to mask the problem long enough so that AHS would not be responsible for the repair.

It is time that the American public stopped taking this! I think that Real Estate companies also need to be held accountable for this since they seem to be involved in pushing the home warranties.

After speaking with several different reps, I am told that I can go out and purchase my own hot water heater and they will have a company come out and install it between 7-9pm. So.. I go out and get my own hot water heater and wait. The new company calls me at 8:30 and tells me that AHS cancelled them because the original company would be able to come out the next day to fix the problem between 11-2. Now, after taking off work, I am telling them that I am not able to continue to take off work because a company they want to use is could not find a hot water heater in 5 days. They tell me that if I want the problem fixed, I can pay for it out of pocket and they will no longer be responsible. After I spoke to the third supervisor, and informing them that their employee told me to go and get my own hot water heater and it would be installed, and that I up-held my end of the contract why would they not pay for a company to come out and install it. I was told that I would get a phone call back and they had to check to see if they could authorize the company.

I am still waiting for the supervisor to give me a call back. So I end up calling them back for the sixth time after running out and purchasing my own hot water heater. They said that they could have the original company come out and fix the problem and that they did not authorize me to go out and get a hot water heater. I in turn give them the name of the rep I spoke to, the authorization number, the fax number that the claim was to be sent to and I am informed that the rep did not have the authority to give me that information and that I could pay for everything out of pocket unless I wanted to wait. So by 10pm I am stuck without hot water and hoping that the company will show up today as they scheduled. I am still waiting to see if they will show up today. Hopefully I will not be without hot water for any more time; however whenever you try to talk to someone there you are put on hold for endless amounts of time and no one seems to want to fix the problem. I WILL NEVER recommend them or renew my contract!

The service man was very nice and called a plumber who could come out and said they would call me. After about 15 minutes, I called the plumber and explained that my father was dying and we needed hot water to take care of him. I was told they would send one out as soon as he finished the call he was on. They assured me he carried a 40- and 50-gallon unit with him and if he determined it needed replacement, he would call, get approval, and replace it.

After about 90 minutes, I called them again and was then told we were on the list and as soon as he finished the other two calls, they would call me. About 5 minutes later, they called back and said he could check the unit but not replace it because he did not have one and we would have to wait until Monday. I asked why we were told we would be the next stop and that he had 2 units with him.

I called AHS again and after the usual 20 minutes trying to get to a person, their rep called several people, then said, "No one had one in stock," and they would have to get one on Monday. I again explained that because my father was dying and bedridden, we needed hot water to care of him in his last hours. They said, "Even if we could, they could not replace it without a permit." So on a Saturday, I managed to get a waiver for the permit to install one and called them to inform them and asked, "If I went and bought one, could they install it?" Nobody knew and I would have to wait for their guy to come check it, then go buy one, have their guy come back to install it. When I asked to speak to a supervisor, I was again placed on hold, then told they would not speak to me because I was not on the plan. I said that I would have my mother give her permission for them to talk with me and I was told they could not accept that because they would have to add me on the policy first.

This all took about 5-6 hours of waiting and arguing with AHS instead of spending quality time with my family as our father was dying. Finally, we paid another plumber almost $1,000 to install a new water heater. I really thought that under the circumstance, they would be a bit more compassionate.

To make things worse, this same kind of problem happened right after the purchase of the warranty. The person who came made the air conditioning unit work, but I just knew something wasn't right. I know nothing about air conditioners but I shouldn't have to know. I should, however, be able to trust in the companies of which I have business. Our economy is pretty bad and all business, especially small businesses, needs our support. It doesn't help when we're trying to be supportive consumers, and yet, companies like this take advantage of you and make businesses look bad. Is this what we've come to expect in the US? I hope not.

As of today, 4/21/09, I called AHS to inform them that I had not had a call from the plumbing company they use. I was told the plumber had the wrong phone number. There was no attempt on the plumber's part or AHS to call me. The supervisor I spoke to, of course, blamed me for the poor service. The consequence of this experience is that poor service from this company is a huge problem. I urge anyone not to waste their money with a contract with AHS.

Once I talked to a rep, she first said the dispatch number I was given was not from their company. Then she proceeded to tell me that they do not approve of Roto Rooter and then proceeded to call me a liar because I was given a list of companies I was able to call. When I protested this, they insisted on talking to the plumber again and finding out exactly what was wrong. They then told me that they do not cover any plumbing that involves the main house. Back in August, we had a leak in our sprinkler. They told me they only cover indoors - not outside.

This was mid-week, and at 9:00 at night. I personally spoke to the contact above who said no several times to my request. My tenants had to use the outdoors to relieve themselves until help arrived. The out-of-pocket expense of $235 is all I seek to collect, and I have all statements to prove that it had been done. Can you help me? This economic setback has taken food off our table, and AHS couldn't care less as they hide behind these so-called policies and procedures.

AHS then sent another company and this company agreed that it was the cracked heat exchanger and inducer motor, and said they'd order the part. I kept calling them and they said the part was on order. It was now in the middle of the winter with 20* temperatures and no heater in part of my house! In February, I called again and he said the part was coming in “soon,” and that I didn’t need to be home when it came in and that he could just come and install it. I never did hear from him and I called numerous times to follow up. Finally in April (remember, this goes back to December, when the first call was made!), I called AHS and asked what the problem was. They contacted the company via conference call with me. The company said the part was in and they tried to call me but didn’t get an answer back in February!

This is hard for me to believe because 1) I have a cell phone that is on at all times; 2) he told me I didn’t have to be home anyway; and 3) if he couldn’t reach me, he knew where my house was, why didn’t he just come by - knowing we were without heat! So he said that he'd be there the next morning - bright and early. Sure enough, he never showed up. I called again today and he said he had a technician that's been sick and that's why they didn’t come when they said they would. Then why, if he knew all the problems we've been having with AHS and his company, did he not come himself or even just call me?

The bottom line is, AHS seems to have sent 2 incompetent companies out to do repair work. I am a bit concerned to even allow this company to do any work on my gas heater, as this is not something to be taken lightly or worked on by a substandard company. It involved gas/carbon monoxide, so I do not want to put my family at risk by a company that doesn’t seem to have its act together. I seriously doubt I will renew my AHS contract again, or ever suggest that anyone else fall for this home warranty scheme.

So we paid $505.00 for one year and when we need the warranty, they told us nothing is covered. So now we paid $505.00 out of pocket to have it replaced. Why have a warranty, especially with AHS, if they don't cover what they say they do?

I contacted the former AHS plumber that installed the pipe and sent pictures. The former plumber confirmed that all pipes installed were correct and up to code. This confirmed my belief that today's plumber was wrong in his assessment of the cause of the stoppage and really just wanted to collect his $60 and leave. AHS informed me that they will send out another plumber for a second opinion, but that I would have to pay him $60, too. For $120, I should have had a regular Rooter company fix the problem. I stopped payment on the $60 check and cancelled my AHS contract. Do not purchase an AHS contract. You'll be sorry.

So now, AHS has refused to change our box. They state that there's nothing they can do and the only way it can be changed is if we pay the $2,200 out of pocket. After 7 years, we've paid over $3,800 in annual dues. It is more than enough to cover the replacement. I will never use this company again. Consumer beware! This is a total rip off!

In the meantime, my husband had already called Homeshield to report the problems Greg had pointed out and requested service. The spa continued to drain. Water was entering the spa, but not as quickly as water was draining. That occurred on Thursday, March 26, 2009. On Friday, we called We Fix Ugly Pools and told them that the spa was still not working properly and they said they were really busy, but would try to get someone out that afternoon. No one came and no one called. The problem continued. On Sunday morning, March 29, 2009, the filter on the pool exploded. It blew a huge crack in the filter casing and blew apart some of the PVC pipe connections. We immediately called and reported this to Homeshield. We were told that Ugly Pools had been contacted and there was nothing further they could do since it was the weekend. We turned off the power to the pool and turned valves until we could get the water to quit flooding out of the cracked filter since we did not want the pool to drain.

Monday morning, we called Ugly Pools and Homeshield again. Greg, the tech from Ugly Pools, called back, requested the make, model and size of the filter and said he would be out on Tuesday to make repairs. He arrived Tuesday afternoon, March 31, looked at the filter and said we had shut down some valve and that caused the pressure to build and the filter to blow. He said all the valves were in the wrong positions. I explained that we had to move the valves to stop the water flow, and I also showed him a diagram I have taped to the pool equip., showing the correct positions for all the valves. I told him that we did not change any valve position from the way he had placed them, until the filter exploded. He got on the phone with his company and with Homeshield. He told me he could not do anything till I talked with Homeshield and they would be calling me. He left.

We finally made a call to Homeshield and were told that the problem was due to us "doing something" and they were not responsible for the repair. If the tech from Ugly Pools did something, we would have to follow up with them to get the filter replaced. We placed numerous calls to the We Fix Ugly Pools franchise in Weatherford, TX. We always got voice mail and left messages for Glen, the mgr. Our calls were never returned. We contacted the home corp. for Ugly Pools, which is in Phoenix and spoke with "Sam". He was very rude and arrogant and of no help. He asked us to send pictures of the filter, which we did, and said he would be in touch. We are still waiting to hear from him!

Today, Monday April 6, we finally heard back from Deb with Am. Homeshield, who is in customer complaint resolution. She said Homeshield was not responsible and they also would not do anything to act a liaison between us and Ugly Pools. We were on our own. We asked about speaking to someone higher and told it would do no good. This was their final determination and they were not responsible for acts of repairmen they sent out and our pool filter was not covered. My pool is no longer operational. I'm checking with other companies to see what a new filter will cost. The estimated cost is $1000, not including labor. Until the filter is fixed, I cannot determine if any other parts of the pool system were damaged.

Within two hours (you get the idea), the pilot light was out again. I contacted AHS on Friday evening and was told since it was an emergency, they would contact a plumber and have someone out as soon as possible. AHS claims to have contacted over 20 plumbers in the Philadelphia area and have found none that are available for a service call to my home. After a heated discussion with a customer service manager, he informed me I can use an outside plumber and they will pay the bill.

I contacted Roto Rooter and they had a plumber at my home within an hour of the same day. He informed me that I need a new water heater but AHS has to approve the cost. We called AHS and they claim to know nothing about approving me contacting an outside plumber. I had to pay the $85 service fee and I am still waiting to hear what AHS will do. At this point, I am going to have the water heater replaced and looked at to break my contract with AHS. They are a joke and they only look to provide patch work services while not eliminating the problem. I will never use AHS again and suggest the same to anyone else.

That very afternoon, there were 2 phone messages from Ms. ** asking me to call her. We spoke on the phone the next morning and she said she didn't care what proof I had about proper maintenance or what the other lady from AHS said. Now she claims that I never gave them a chance to look over the old AC (actually they did & I have that receipt to prove it!). The monetary damages were a little over $5500. Since I'd owned the home since 1994 and had used AHS Service a few times for nothing major, I was shocked when I was talked to so rudely. Ms. ** did offer me 2 coupons for $60 to go away. I turned her down.

I'd had the AC for 13 years. I called AHS again and said I had my receipts for maintenance and other repairs. The woman on the phone was helpful and she told me to hold onto the receipts as they are good proof that I did take care of the AC. That very afternoon, there were two phone messages from Ms. ** asking me to call her. We spoke on the phone the next morning and she said she didn't care what proof I had about proper maintenance or what the other lady from AHS said. Now she claims that I never gave them a chance to look over the old AC (actually, they did and I have that receipt to prove it!).

I had the AC for 13 years. I called AHS again and said I had my receipts for maintenance and other repairs. The woman on the phone was helpful, and she told me to hold onto the receipts as they are good proof that you did take care of the AC. That very afternoon, there were 2 phone messages from Ms. Jensen asking me to call her. We spoke on the phone the next morning, and she said she didn't care what proof I had about proper maintenance or what the other lady from AHS said. Now she claims that I never gave them a chance to look over the old AC (actually, they did and I have that receipt to prove it!).

In the past two months, our dishwasher failed. It is a listed item, and American Home Shield took the claim when we filed it, and they assigned a contractor to fix the problem. A contractor contacted us one day later, came the following day and after spending 10 minutes diagnosed that the clasp required to hold the door shut on the dishwasher was defective. He needed to 'order the part,' which was a simple metal bracket. He required that we pay the contractual $60.00 for his visit, and he made an appointment with me to come one week later with the part and replace it. He stated it was a simple repair and should take 10 minutes.

I took a 1/2 day off from work to be at home when he agreed, but to my surprise - no contractor arrived. I could not reach him at his 'work' number and when I called AHS, they could only leave a message. To make a long story short, this pattern I described above repeated itself TWO more times where AHS stated they reached the contractor and he had to order the part. He made an appointment with me and then did not show for it. I've missed three 1/2 days of work as a result, and still have a broken dishwasher.

I have spent hours on the phone with AHS (I have kept a log - if you DO sign up with them, I highly recommend you keep a log). This contractor has never shown up again, but AHS will not assign a new contractor to me because he has spent money ordering a part and so he is now committed to the repair. I have demanded that they send a new repair person to complete the work, only to get the run around. I have moved up the chain of command at AHS, only to be told we are sorry, but all we can do is call the contractor and 'remind' him that he has an appointment with you. American Home Shield even refused to refund my $60.00 I paid for the lack of service I was to receive.

A word of advice to those thinking of buying an American Home Shield policy, don't do it. From an actuarial standpoint, they are in a winning position - much like the way a casino operates. They bid out jobs to the lowest bidder, and then they do not represent the interest of the homeowner when the service call goes bad. Instead, they put up an impenetrable smokescreen and you are left with absolutely NO recourse. You are out your $500 policy and your $60 for the visit. You would be MUCH better off placing $500 a year in a CD. If you have a catastrophic failure once every 3-5 years, you will have already saved $1500 to $2500 PLUS interest towards the repair. And most repairs, such as this one for our dishwasher, would have cost AT MOST $150 if we had hired a private repair person on our own.

I can't emphasize it enough. This company does a great job of presenting themselves as your GUARDIANS against failure, safeguarding you against the terrible unknowns which are lurking in your home just waiting to wreak havoc on your critical cash flow. They are charlatans, bordering on criminal in how they misrepresent their intent to protect you. They are in business to spend as little of the $500 you send them, and with you paying $60 every time you request a service call, they make off like bandits with exactly that - most of your hard earned money. Save, invest safely, and build your own protective cushion. But whatever you do, if I can offer you any unsolicited but sincere advice, DON'T trust this company and don't sign up and give them any of your money. You are getting ripped off and they are getting rich.

I received a bill from American Home Shield for the sixty dollars. I called and discussed this with a rude customer representative by the name of Andrea. I told her it was not fair for me to pay sixty dollars when I was not told the leaking kitchen faucet was not covered. I owe a sixty dollar service fee plus I had to purchase my own faucet and pay a plumber to install it.

I got 10 minutes of waiting for sixty dollars. The representative told me to read my contract. My contract says plumbing, which this was plumbing to me. I asked her when I stated leaking kitchen faucet how was that confusing to the person scheduling the service when there is no kitchen faucet under your sink with the plumbing. This was a mistake on their part and I have to pay for it.

Acme has lied & said it was the toilet to cover themselves. It was not the toilet... Yesterday, March 25th, I spoke to Andrea in the legal dept, as I sent the estimate for repairs to her along with damage photos to get my home fixed. She stated, "Denied, no coverage due to secondary damage as stated in our contract." I told her that I have secondary damage due to the fact that neither plumber contracted through AHS found the real & original problem, source of the leak, the refrigerator valve. I just want my home repaired!! Thank you.

As I was doing that in another room, the technician proceeded to dismantle the microwave and then to put the control panel back on. Upon doing this a piece was broken off the control panel and it would not reattach. He then blamed it on me stating that I had attempted to repair it myself which was absolutely NOT the truth. He then stated that he had to make a phone call, left my home, got in his truck and took off. At no point did he issue a work order, invoice or anything signifying my authorization for services or acknowledging any services rendered.

I contact both Piedmont Mechanical and AHS to file a complaint. I was told that it would be reviewed by AHS, but no one ever called to get my account of the incident that occurred. I was contacted by the individual who decided that the appeal would be denied (again without ever getting my account of the story and I had witnesses that the microwave control panel was fully functional prior to the repair tech taking it off the microwave). I was further told that AHS did not care if I had witnesses or pictures (which I did) that unless I had pictures of the tech physically breaking the microwave they would deny my appeal. Subsequently, over one month after this incident, I am being billed $55 from AHS on behalf of Piedmont Mechanical Contractors, Inc.

I have contacted Ashley, the owner Piedmont Mechanical Contractors, Inc. and he agreed on the phone to have the $55 service fee refunded but I would have to contact AHS directly to make this happen. I did so and was on hold with the rep when she called. She came back on the line and stated that Ashley of Piedmont Mechanical refused to have the service fee waived. Upon following up with Ashley he stated that he was never asked whether he agreed to waive the service fee. So now I am told by AHS that I owe them $55 for a service call which I never authorized in writing for which a work order or invoice was never issued to me by the technician who was dispatched to my home on 2/20/09. Consequences: $55 service fee as described above - no work order, no invoice ever presented by technician nor signed by me. Microwave that needed a part costing less than $10 (door latch) to be functional again now had to be totally replaced. Replacement of microwave to cost a minimum of $400 plus installation.

They are being unreasonable. They promise to have a supervisor or manager look in to it, but we have had no satisfactory response. We have used AHS for 3 different homes and over 20 years, they used to replace with like item and on occasion we could upgrade and pay the difference. Now they are just being ridiculous.

A week later after having to be in a cold house they came back and said they installed a compressor. I was home and no one ever came to my door and let me know they had been and repaired the unit. I called and was told the unit had been repaired. I informed them that if it had that it was not working and I needed heat that I was home in bed sick. I was told that they would call the repair center back out. The temperature dropped to 19 degrees, it was some of the coldest nights we had in SC, and I had no heat and not one person called or came by to repair my unit. I even called the repair center and talked with the repairman and he said he could come by and he never came. I had to sleep in my home under my electric blanket with socks and layers of clothing on to keep warn. I called American Home Shield and begged for help, no one even bother to call me back. I called them again the next week and was told that the company that had come out had to be sent back and that there was nothing they could do.

The repair service is incompetent, but AHS insist on recalling them back to look at the system. They came out last Thursday. I was told the compressor was bad that they would have to order another one, that a lot of the compressors they received from AHS were bad. It's been a week and I still don't have heat. I was told by the repairman that AHS would not let them replace a unit, that they would have to cut parts out and pcs mill the unit. What kind of service is this? I pay AHS every month for service, yet I'm not receiving service. I'm a single senior citizen and I have taken out this insurance to protect me in case of a big expensive repair. This is a horrible hardship and great expense. No one living in American should have to go through this, when they have paid for insurance to protect this from happening. This company needs to be closed.

The next day, another plumbing service called and came out - not knowing it’s a different company. Told us the first claim was denied based info submitted on the claim. Second plumber came out and advised the first plumber claim denial was untrue because the diagnosis he gave does not happen to copper pipes which our home has. However, he was unable to fix the water heater without out of pocket expense for us. He advised us to dispute the claim, and they would back up this untrue statement submitted by the first plumber. They have been taking my money for 14 years. Consequences: I still have a leaky water heater and having to keep pan empty by dumping when I leave home; the water has to shutoff.

The electric fan/light in one bath is missing parts, but no, they can't deal with it as it was "pre-existing". A cabinet in the kitchen was falling off the wall. No, they didn't install it. We have paid for our own carpenter and plumbers and have located an electrician. Save your money for repairs as this company is worthless. We will not renew. There is always a reason not to cover something...

The next spring, when I turned on the air conditioning, it was not cooling properly again. I was not sure what to do because I did not really think the original problem was properly taken care of the past summer. I called American Home Shield again and was told my warranty had run out. It had expired in early March and I called in mid-March. I told them that I didn't think the problem was fixed last summer and the lady told me that they had paid a claim on my warranty. I told her they had not paid a claim. She said the Heating/Cooling co. had filed a claim about replacing a shredder (schrader?) valve. I told her there was nothing about that on my paperwork and read her what was printed by the service tech. There was nothing they could do since the warranty was expired.

I called Precision soon after and was told they would call me back after checking with the service tech "David" because he was on vacation. I never got a call back. I am extremely disappointed with both companies and I believe I was ripped off by both companies. I ended up having to pay $2,700 to have a new system in April. I was told by the new Heating/Cooling company that the old system was totally shot and had many repairs done on it through the years. I have received many offers from this warranty company to renew my contract and wouldn't touch them with a 10-foot pole! I did receive a notice of the class action lawsuit and I hope that if they are found guilty of wrongdoing that they have to pay for it.

Again, we had another problem with our A/C, sent the same company out and told us that whoever serviced it the last time didn't know what they were doing... it was the company he worked for. Again, my husband kicked him out and we called AHS back. They sent another very honest, very nice company called Air Flow and we've requested them ever since and on top of it, we also buy our maintenance of the unit from them every year. I put the other company on the ban list from our home and they've noted it in our file every year, "DO NOT SEND such and such company." Well, I've called them again today. My 13-year old unit is blowing hot air, so stay tuned... They are sending Air Flow again. If it is unfixable, supposedly they have to replace it. Let's see if I become one of the complainants.

AHS sent out a guy from Sears that has been doing this for 16 years and he called in to make his recommendation to the repair of the microwave and guess what, yes, you got it. The idiot on the other end that has not seen the microwave and denies part of the repair. The transformer and the fuse blew in the microwave but he will only authorize those two pieces to be replaced. I'm thinking, what about the other components connected directly to the transformer? Seems to me those should be replaced too. So now, I have to wait until the two parts are delivered by UPS and the Sears technician gets to come back on March 19, 2009. Then I get to use or not use the microwave until it really blows up. Some people do not know their you-know-what from a hole in the ground.

I received a letter in the mail requesting my renewal which at that time I did not respond. I was not renewing my policy with AHS. I was notified this Saturday, March 7, 2009, by a collection agency that there was a balance due to AHS. After investigating how this could be, I found that AHS conducted an auto renew without my authorization and had charged my bank account $41.67 per month for August, September and October of 2008. They were unable to continue to charge my account due to my debit card expiring. I contacted AHS on March 9, 2009 at 3:00pm and was told that there was nothing they could do for me. They put me on auto renew after my first year expired (which I had to call to renew for the second year). I asked them if they could retroactively cancel the policy and would not comply.

I emailed photos showing that it had leaked and was told that the technician needed to actually see it leaking while inspecting it. I told Kimberly, who is the representative for AHS, that I called as soon as possible and the offices were closed. I need to have the problem resolved and I was told there is nothing that can be done without the technician actually seeing the pilot light out and water flowing. I told Kimberly this is not possible if no one comes out right away and the offices are closed. They seem to think because the leaking stopped, that it solves the problem. But it doesn't because it keeps occurring. Also, the company AHS used for the inspection is called Choice Plumbing. Please help. Thank you.

We didn't hear from AHS. Since I didn't use my oven much, I didn't think about it for a while. In January of this year 2009, I reported it again to AHS and they contacted Artis Maintenance. The representative stated they would meet me between 6:00 pm and 7:00 pm; however, he didn't show up until 9:00 pm. I reported it to AHS and the representative did not say anything. Okay, Artis Maintenance specialist said that the part would be ordered within 3 days. However, I did not hear from them until 2 weeks later. I called them to find out if they had received the part and if it came. They did not get my message. I set up an appointment for that Thursday in January between the hours of 5:00 pm to 7:00 pm and they did not show up.

So I called AHS and reported it. I was off work that following Monday and asked if they could come out that Monday and the representative stated they were booked and it was impossible so I asked if they could be there that Saturday and she said they were booked on that day and she suggested that I could get AHS to get another company to come out and repair the oven. I called AHS that following Monday and asked if they could do this and the representative stated she would find out and call me back. However, she never called back so I called them. They stated they don't work like that and that they would work with Artis Maintenance to reschedule the appointment so they did set it up again for that Thursday at 6:00 pm, March 5, 2009.

Guess what? They did not show up again. So I called AHS again and asked to speak with the manager. When he got on the phone, it sounded just like the representative that I had spoken with earlier. He stated that he would call Artis Maintenance and see what happened. I told him that I really did not want to deal with that company anymore and asked if they could send another company to do the repair and he stated they could not do this because they would have to reorder the part and the part they ordered they would have to put it on the shelf and I would have to pay for the part being on the shelf. He had a very, very bad attitude and I told him they don't care about their customers at all and I pay a monthly fee to them for nothing and I stated that I wanted my service fee of $55 back. He stated that I could not get that back and he was going to do it his way and questions about it.

Anyway, this company really doesn't need to be in business. Today is Saturday, March 7, 2009 and my oven is not working and according to the manager, I must wait until Monday to find out what the manager decided to do. My advice is, whoever you are, please do not sign-up with this company. Their service as a whole is the worst of all. Take my advice and run as far as you can from them.

After going into the attic and looking at the circuit breaker box, he concluded that inside the box, the circuit breakers were loose. He took my $60.00 and left after advising me that this was an electrical problem and he would refer it back to ACH for assignment of an electrician. My thoughts are if I called about an electrical problem, they (ACH) should have sent a qualified electrician rather than a HANDYMAN with general electrical skills.

The next day, I was contacted by ALL PURPOSE ELECTRIC/Deryck **/**/Cell **/FAX ** at ** Canyon Lake, TX 78133. They came and looked at the circuit breaker box, and concluded it was not grounded properly and that the wire used was improper so it melted the circuit breakers. Now the box and rewiring the box with proper wire would be needed to correct the problem at a cost of $500. Total amount at this point is $560. Upon contacting ACH for authorization to repair, ACH contacted me (Authorization Agent on 6 March 2009). I was advised by the ACH Authorization Agent that they would not pay for any of the repairs because the circuit breaker box was improperly installed (per the input provided to the ACH Authorization Agent from ALL PURPOSE ELECTRIC Agents). Therefore, I, the homeowner, would have to pay all the cost: $500 for repair, and the $60 fee. This just did not add up to me, since my house is only four years old (built in 2005 by Plute). I requested a form to dispute ACH's non-payment of this claim, and was provided only with a telephone number to register my complaint (1-877-489-8329).

I called the ACH agent to voice my complaint and was advised by Ed ** (another Authorization Agent) that I could get a second opinion at the cost of an additional $60.00. However, if the second electrician came up with the same opinion, I would have to pay the full cost of repair. The situation was, I had to wait when they (ACH) could schedule the second opinion. Therefore, my A/C was not fixed. The ACH Authorization Agent stated I need not meet emergency conditions, according to ACH guidelines. The temperature in Texas runs above 90 degrees in San Antonio/Cibolo. The ACH agent stated his weather stated the temperature is in the 80s, and therefore, I was not authorized for emergency service. At the conclusion, the agent stated I could voice a complaint with the home office president if I was not satisfied with the service provided and the conclusions made regarding my issue. He provided the name and address of the ACH home office president. I will write a letter of concern to the president.

This situation really concerns me because this is the second issue I have had with ACH. The other matter is they refused to pay for a garage door service I had made about three months ago. In that case, they refused to reimburse me because I did not contact them prior to having the service made. I have only been with ACH for one/two years, but my experience with them gave me an indication on why the United Service Automobile Association (USAA) of San Antonio, TX does not indorse them for homeowners policy anymore. They have failed to render any services and honor any claims. Their main objective to me is to see how many claims they can deny.

American Home Shield gave no service and I am left with a refrigerator that does not work that West Coast continues to offer to fix for $1200. American Home Shield offered to give me another opinion if I was willing to pay another $60 service call but then reneged because of too much time passing. The second opinion game only rubs salt into the wound because you get to pay another $60 for more non-service. We already experienced this issue with an even worse scenario on our furnace a couple years ago but that is another story. Bottom line. American Home Shied is a consumer fraud company and we will not be signing another one of their worthless contracts.

-AC problems at my home in Mount Pleasant, Texas. The repairman that came out said the condenser needed replacing and that he had to order a new unit. It took two months and several calls from me before he showed up to replace the unit. When he arrived, he had ordered the wrong unit and had to reorder it. It took another six weeks before he actually replaced the unit. No AC for about 4 months.

- Leak in a water heater at my home in Denton, Texas. The repairman came out and said the temperature was too high and that the unit was okay. A short time later, my wife came home to a flooded room. The same repairman came out and said that the water heater needed replacing. Really! It needed replacing the first time he came out. He gave a quote for the none-covered charges, which were about twice the cost of replacing a water heater. I requested that AHS send a second repairman and was told they did not send second repairmen out. I then requested quotes from three other repair companies. All three quotes came in lower than the AHS quote for just the none-covered items. The three quotes I received included a water heater and installation. Interesting how other companies can buy a water heater, install it, and bring everything up to code for less than an AHS repairman can bring things up to code. I ended up not using AHS for the replacement and paid for the replacement of the water heater myself and still paid less than if I used my AHS warranty. This was a big savings to AHS as I paid to replace something that I had been paying a home warranty on for a number of years. Not such a savings to me.

-The blower motor went out in the furnace at my home in Denton, Texas, and again I called AHS to service an appliance since I was still paying for a home warranty. Again, AHS sent me a repairman that I do not believe is honest or trustworthy. He quoted to AHS charges of $1620 on none-covered items. In the breakdown of charges was $875 to dispose of the old unit, which anyone that has ever replaced a furnace knows is bogus. I didn't argue the point. I just asked if I could dispose of the unit myself. AHS told me it was up to Ron's Appliance and AC service. When I called Ron's, they said sure, but quickly added another $800 in charges and stated that it was for labor of the none-covered items. I called back to AHS and was told that his original quote did include labor. AHS stated they would get with Ron's and then back to me.

I did not hear back from AHS but, several days later, did hear from Ron's, and he said that they were going to replace the blower. I told him that I needed to talk to AHS before that could happen, so I called back to AHS. Again, I was told that Ron's quote did include labor but that AHS needed to call Ron's to see what was going on. Well, when AHS called Ron's, suddenly the none-covered charges were back up to around $1500. I then asked AHS to provide me with a breakdown of the non-covered items, which I still have not received. I requested a quote from a different AC service provider and received a quote of about $1500 more than Ron's wanted to charge for the none covered charges. I then asked AHS for a buyout so I could use the repairman of my choice. They offered me $620 for the buyout and stated that this included the price of the furnace and the labor to install it.

Earlier in this process (after approximately 6 weeks), I was initially given a cash settlement offer of $244.00, in lieu of waiting for parts and repair from a local company. As I did not want to purchase a new appliance myself (and consequently pay for an electrician to install it), I declined that offer at that time. In hindsight, if I had known that AHS is apparently a "non-responsive" Home Warranty Company, I probably should have taken them up on this offer.

When I called yesterday 4-4-09 (Tuesday) to check on the status of my microwave repair parts, the AHS contact person could not reach their Purchasing Department, nor could she tell me what was happening, as no information had been placed into the computer (regarding an updated status of repair parts). I was told that I would be contacted by AHS later that day, either at my home telephone or on my mobile phone. When I got home and saw that no message had been forthcoming, I then called AHS a second time, at approximately 7:00pm EST. I received a very courteous and apologetic AHS contact person, who apologized for placing me on hold, to again call their Purchasing Department. After some 3-4 minutes, my hold status was terminated and I was hearing the initial electronic welcome to American Home Shield Corporation format. Rather than call a third time that day, I elected to drive home and try the next day. No representative from AHS called me back that night (either on my home or mobile phones)!

When I called today (3-4-09), I was told that I could not ask for a refund, as parts had already been ordered, per Purchasing Department. I then asked to speak with a supervisor, who confirmed that since parts were on order, AHS could not offer a refund at this time. This supervisor (a Ms. **) re-assured me that repair parts are scheduled to arrive on Monday (3-9-09) at that she will call me back to confirm this.

I recently became aware that AHS has recently signed a Preliminary Consent Decree with the Superior Court of the State of California for the County of San Diego - Case No: 37-2007-0007125-CU-BT-Cts - Plaintiffs Karon and L. B. Chip Edelson, on behalf of themselves and all other similarly situated versus American Home Shield of California, Inc., American Home Shield Corporation and DOES 1-20 - Signed by Judge Steven R. Denton, Presiding, dated 12-31-2008/ This Court is awaiting comments from all plaintiffs, with comment period ending 3-31-09.

Apparently, I am not the only plaintiff still running into problems with AHS and its apparent lack of customer focus, as noted above. The company does not return phone calls, in my experience, but AHS changed its bumper music while being put on hold and continuing to receive assurances that "Your time is important to them" and that they will be promptly back on the line to attend to your questions.

As of now, my microwave still does not work. I will be contacting Clark Howard before next Monday to see if I can change my Home Owners Insurance Company, after my microwave IS repaired.

The service date was today, 3 March 2009. He looked at our unit and he then told me that we would need several other parts to install the unit, at additional costs, of course. I told him to just give me the bottom line. That would be an extra $465 dollars - I could be a few dollars off, as I think I lost my hearing for a moment. He said that they were not allowed to install the heater without doing the upgrades that codes required and that AHS did not cover the upgrades. I called my husband at work and he told me to call codes and ask them if this was true. I did make the call and was told we did not need a tray under the unit because that was only required if we had wood foundation (we have a concrete slab) and no, we did not have to have it raised up unless the unit was in the garage - it was in the pantry.

There were several things that the technician told me we HAD to do because codes required them. I let him talk to the codes guy and he was informed of the same things the codes guy had told me. I also called AHS and was told that I would have to take it up with the technician and that they did not cover upgrades. I was livid. I have been paying this insurance for 18 or 19 years and had never once used it. To be honest, we checked out the cost of a new water heater before we remembered that we had the insurance. We could have purchased a unit for less than the cost of their service call and the cost of the upgrades, and my husband could have installed it. He is very mechanical.

This company insurance is nothing more than a scam. They claim it is in the contract, but it is not there. It only says what items are covered, with no mention that there could possibly be additional costs. I am cancelling this Insurance as soon as I get off this computer. I can't imagine people who could do this type of business with clear conscience. Shame on you, American Home Shield!!!!

I have been without an oven for over a month and now they got one working but that is not satisfactory. I do not think this is what the contract says. I have paid my upfront money and for what? The supervisors have been very nice but now I am only getting lip service. Someone is not telling the truth. Either AHS or the service companies. How do I reach Dave Crawford the president? He needs to know. I am almost up to calling the Better Business Bureau or my local station for Action for consumers. I have recent health problems, and this stress is not what I need.

Next year, I renewed fearing something like heat will go out in my 1970 home. This time, an electrical circuit gave strange problems. One circuit is acting like there's a crossed ground (after talking to a friend who is an electrician). Instead of investigating, the AHS electrician recommended replacing the breakers. Since then I have heard nothing, not a word. After calling several times, I was assured over and over that they were following up. Finally I called and told them to cancel ALL service and refund my worthless warranty money. They agreed. THEN they sent a letter stating that they wouldn't refund my money and that my contract was over.

When Blue Star came out, they indeed saw that some of the filters were broken. However, the technician (Xavier) told me that the only way for the filters to break was due to lack of proper maintenance, and so AHS would not cover the replacement of the damaged filters. So I said, "Then you must have never replaced any of these filters under the AHS warranty." He confirmed that he had never replaced any of the filters under the regular insurance policy, but he had under the flex policy which does not need to meet this maintenance test.

Hopefully, my complaint is clear. I have a policy that says my filters are covered, but the technician says that he has never replaced any under the policy I have because the only way for them to break is improper maintenance? If this is the case, then the filters are not really covered, and the insurance policy appears to be deliberately misleading. This cost me $55 for the call out, and the replacement of the filters will cost me $300 (I am doing it myself).

My pool and these filters are 10 yrs old. I had cleaned the filters at the end of last summer, and inspected them prior to the incident. If I had not been properly maintaining my pool system, the filters would have plugged and broken long ago. I have cancelled the Pool portion of my coverage today, and I'm contemplating contacting a consumer organization to file this complaint (e.g. Better Business Bureau).

I spoke to the technician and he said the filter was dirty and the unit was old and this is what caused the problem. He said the American Home Shield denied the claim because they said the repairs were due to lack of maintenance. I was outraged because I felt that he was trying to scam us into purchasing a new unit. This same company came out less than 12 months ago to perform maintenance on the unit. This is the same unit that has always been in the house and nothing has ever been said about the size. The blower should have nothing to do with the size of the unit. It has always been adequate for the size of the small house. It seems that every reason is being given to deny my claim. I feel that Express Heating and American Home Shield are trying to make me pay for replacing the unit unnecessarily. American Home Shield is also refusing to live up to the contract we pay for yearly.

I spoke to Carolyn in the Authorization department at American Home Shield and she advised that she can only go by what the technician from Express Heating is telling her. She was very rude and refused to let me speak to her manager or offer me an alternative. It was only when I advised her that I would be contacting Corporate Headquarters to file a complaint, I was told that if I disputed the claim then I can have another company come out for a second opinion. This is what I was requesting all along because I felt like Express Heating was trying to make me pay for a new unit when one was not needed. Carolyn also said that there is nothing they can do until the second inspection is done. It is very unfortunate that American Home Shield has chosen to do business with and backup repair companies that are ripping off consumers.

As of now AHS states that they do not cover insulation; however, that is the type of duct work (flex duct) that is causing the insulation to fall apart as stated by numerous professionals. AHS sent a letter advising us that they are no longer responsible for any repairs or future service on our A/C and heating unit. I was also told that hazardous wires need to be taken care of, the coils needed to be cleaned, and replace the insulation on the flex ducting in the attic before AHS will even cover the A/C and heater unit again. I have had an electrician and two A/C companies come out to look at the unit. None of the 3 companies found hazardous wires, and also the coils have been cleaned. I have also had to come out of pocket and pay for the ducting to be replaced.

After all is said and done from out of pocket expenses to service calls, I am out $3,709.98.

I also had a microwave door that was cracked and asked them to replace it. They came out with the door and said that I must get the microwave down from under the cupboard where it hangs. Then they would come back to put the door on. If I could get the micro down, I could put the door on. That is their job. I pay $50 every time they come out for a new problem. I now have a microwave door that has been sitting in my closet for 8 months or more.

So after living in the home about eight months, I was in the basement doing laundry while my wife is showering, when all of a sudden, a torrential downpour of water splashed on the floor and got me wet. I rushed upstairs to ask my wife what happened, and she had no idea the shower was leaking. So we called AHS and they sent a plumber out. He told me that the fiberglass shower stall has probably been cracked for a while and the whole unit had to be replaced. Unfortunately, I paid him $60 for that little speech, and was told that AHS does not cover any replacements involving showers or bathtubs, even though it says plumbing problems are covered in my contract. The cheapest remodeler I could find could set us back almost $4,000.

A few months later, we were washing out paint brushes in the lower level bathroom. We had a drainage problem, so whenever it rained or a lot of snow melted, I had to check our sump pump to make sure it's draining water (which, by the way, is also not up to code). So after a snow melt, I checked our sump pump to find that it's turned the color of the paint we washed. After removing some baseboards, I saw that the drain and the PVC pipe were not even connected, and every time the shower had been used, the water had run directly under our basement. So I called AHS to take care of this, and a leaking toilet. The plumber's diagnosis: the homeowner used cheap toilets and they will always leak if even slightly plugged up. As for the drain, he said that the contractor who did the plumbing tried to connect the PVC to steel and that is not up to code. So since it was a previous issue of incorrect installation, and because our shower stall sat above concrete, AHS won't cover it.

I will have to replace yet another shower stall, but we couldn't afford to do that for a while, unless I wanted to rack up more credit card debt. So again, I paid $60 for nothing. If they couldn't do anything about it, they should at least not charge me the $60. They really need to clarify what is not covered under certain categories. I've read dozens of complaints about them... Avoid this company at all costs!!!

The month was about to end and I was still complaining about the lack of service; AHS wanted me to pay for another month's service so that they could attempt to fix the problem. I told them to CANCEL MY MONTH-TO-MONTH service. I knew that they would not, so I called back a second time and requested cancellation, just to ensure they did cancel. They had the NERVE to send me a letter from a collection agency the other day. When I called about it, they said the letters will come in sets of five, therefore, after I receive four more letters, then I shouldn't receive anymore letters from the collection agency.

They are still refusing to repair the leaky faucets in the tub and the sink. I wouldn't recommend them to replace my cat's water bowl if I had a cat. They have no morals and ethics!

My husband had surgery and we were dying from the heat and I had a person at my door who talked to me like I was a dog. Because we were at his mercy to get our unit fixed, I just took it. Before I knew it, a new group of contractors had arrived and my backyard looked like they were there for a party. He came to the door and told me I had to pay him just for coming out to look at the system and if I could not, he would leave and we would have to start over. I paid him. He said he would have to order parts for the unit and it would not be in his control how long it would take to get the parts.

Days went by. I was calling them every day. They came back, took more money because a lot of the parts were not covered under the plan, he told us. I could have had this done cheaper than it cost to fix. We had to stay with family because each day, it got hotter and hotter in our home and my son started vomiting. He was so hot. We purchased fans trying to keep cooler but in the south, this does no good. I had never experienced something like this before. I even called to complain and told them how I was treated and American Home Shield said they would talk with someone in management about how we were treated. I told them the people that came to my home would never come back. The language they used, and the amount I had to pay was not worth the money I would have saved in having this policy.

I work for a town in the Inspections Department. I was advised to get a second opinion. I hired my own contractor, (retired plumbing inspector) and he replaced the thermal expansion tank and P&T. The value total cost was $90. Now, AHS WILL NOT reimburse me my $90, even after proof of repairs. Their explanation: "Our contractor stated the heater needed to be replaced, so until the replacement, no reimbursement will be refunded." I just moved into my home past September 2008. The inspector told me the heater was fine. However, if the side copper pipe leaked, I should call a contractor. I did. AHS offered no help. They’re just trying to ** me.

After several months without fixing the dishwasher, I contacted them again and this time, they requested to send another technician for a second opinion. When the technician showed up, they billed me another $60.00. This time, though, knowing how they function, the technicians will tell you something different and American Home Shield will tell you something different. I insisted that they explain the problem on the invoice for me, which he kindly did. To my surprise, however, in less than an hour, Home Shield called me to inform me the technician just told them the cause of the damaged water pump was because I did not maintain the water pump properly. I immediately called the repair company, and they told me they did not tell Home Shield that.

Immediately, Home Shield realized I caught them in a lie. They called me again to send a third opinion to my home, and at this time, I asked them not to send anybody to my house. I have noticed a pattern with this Home Shield. Anytime you request for a repair, they find a way to make you responsible for the damage, and they need to be stopped. Obviously, this company is out to defraud innocent Americans, and they need to be stopped.

In 2006, the original plumbing company determined that the problem was a defective expansion tank that they has installed in 2003. AHS did not cover this. I paid $125 out of pocket. Over the years the leaks still continued every couple of months. Finally, the leak started again somewhere around Feb. 1, 2009. I am not really sure when the leak would begin and how long. The leak has caused extensive damage to my kitchen wall that connects to the garage and the cabinet. I first called my own plumber to get thoughts on the problem. His analysis (just on sight) - hot water heater installed incorrectly. I then called AHS once again. They sent a plumber.

This plumber, upon observation, said incorrect installation. The inside of the water heater was cracked. The expansion T&P piped incorrect, causing pressure inside the tank. He said it was dangerous and could blow up. My nerves were shot!! He wouldn't touch it without AHS guaranteeing they would pay for it. When he called it in, AHS had him on the line about 45 minutes and tried to get him to say that it was something else - not that it was installed incorrectly. He refused (some good people left in this world). After about 10 calls to AHS, speaking to 20 different people, having to tell the story 20 different times and no person from one to the next could connect any of the notes, calls, conversations I had made to them... nothing. Freaking idiots!!

They finally figured out I needed to be moved to the research department where I could work with one individual on my issue (big deal!). It was determined that the original plumber was responsible for the broken water heater. They refuse to agree that one of their idiots installed it wrong (who, by the way, took about 14 hours to install it in 2003 while sweating bullets - another idiot). I found out the install was not up to code and had not been inspected after initial installation, as required by the county I live in. So a new heater with about $600 worth necessary code upgrades was installed. Of course, AHS refuse to cover any of it. The plumber covered the charges since it was his company that installed it and his reputation was on the line. Now for the secondary damages, which of course AHS refuse any part of, I got a copy of the plumber's certificate of insurance and contacted their insurance company myself. Still working on that.

I want some kind of compensation from AHS for all the service calls made on this leak over the last 6 years. I have asked for a record of all the service calls and payments I have made. They claim to only be able to go back 1 year and I would have to pay $25 for that! BULL!! I am working on it. I am determined to get some satisfaction from these crooks. The twist: this week, one weekend after this disaster, I received the class action notice against AHS in the mail. Oh, sweet revenge!!

The contractor I hired discovered that Mr. ** had wrapped a piece of copper wire around a fuse to try to get the system working. If I had not called the local contractor, we would have most definitely had a house fire. I contacted Deb with AHS via voice mail, and to this day, have not received a return call. AHS failed to make a simple repair. AHS put my family in harm's way by sending an unlicensed HVAC tech to my home who performed an illegal repair. I contacted the Texas Department of Licensing and Regulations, but since neither Mr. ** nor AHS are licensed HVAC Contractors, they cannot hold anyone accountable.

My family and I suffered through the most frustrating 11 months of our lives. I was forced to take a total of nine days off work to be home for each tech. I paid out of pocket for the repairs, plus multiple service charges from AHS. AHS has refused to refund my warranty, as they claim they will if the homeowner is not fully satisfied. We were forced to purchase a window unit for A/C, and a space heater for heat. I believe AHS is guilty of false advertising and breach of contract. I also believe they should be held accountable for illegal repairs, as well as all of the suffering my family endured over the past 11 months.

I started calling on Nov.1 to see if part was in to schedule the appointment. They said that the part not in yet, it would need 10-14 days. Finally, they came out on Nov. 14 or 15 and put in the part. It still didn't work because it was the motor that was the problem. Monkey that had come out the first time put in the control board and I got the tracking info off the FedEx box. It had been delivered to ALL BRANDS on Nov. 3; and they waited (and lied) 2 weeks to come out, despite my daily phone calls, which went unreturned.

Having waited 5 weeks for the simplest of repairs, I went out and bought the motor just in case I was right and the monkey was wrong. I got AHS on the phone after he had put in the control panel. They told the serviceman to install the motor, and when he got back to the office, to send in a supplemental service request so I could be reimbursed $200 for the motor. They never did. I called a dozen times and there was no action. The owner of ALL BRANDS, Steve, is a liar, thief, jackass, moron, and a totally incompetent waste of life.

Now it is Feb. 13, and still there is no reimbursement. I complained again last week and was told a resolution manager would contact me the next day. Another Monkey called me this morning from AHS (total imbecile, bad English, 4th grade education, and one foot out of the jungle) and asked me to repeat the story for the 20th time. He asked me for the receipt which I gave to ALL BRANDS so they could write up the work order for me to be reimbursed (which they never did) and they deny they have the receipt but did admit that they incompetently installed the motor (they left off the back plate of the washer and didn't screw the top back on).

The AHS monkey refused to give me a supervisor with a minimum 9th grade education to speak with, as I had grown tired of repeating the same thing over and over, only for her to call me a liar about the receipt (I don't think they want to pay, do you?). I went 5 weeks without a washer. Wife had to go to laundromat; after 2 weeks she refused to have sex with me, and eventually I was sleeping on the couch and watching soft porn on Cinemax because she blamed me for getting AHS and sticking with it to get the repair for free. Ha ha!!! Joke was on me. And it will be on you if you ever get their warranty.

During the spring of 2008, when I had to start using the air conditioner in my home, the temperature of the air coming out of the a/c became warmer and warmer, until finally it was not being cooled at all. I called AHS and they sent a repair guy to my home, who replaced the the a/c freon (which he said was low and just needed some extra freon). I paid him the $65 for the service and he was on his way. Less than a month later, the a/c stopped cooling the air again. I called again and the same company came back out and added more freon to the unit. I paid $65 again and they were on their way. Less than a month later, the same thing happened again... Less than a month later, it happened again. This time, I refused to pay the service fee unless they REALLY fixed it rather than just adding more freon, which would just need to be done again and again.

The repair service technician said that I had a freon leak and he wasn't able to locate it and he couldn't repair it unless he could. He then said that the whole unit would have to be replaced but not to worry because AHS would provide the funds. I called AHS and requested a second opinion and wanted a different company to come and do the repair (I felt that that company, if they couldn't find the leak, was incompetent and unable to service my unit). They sent a different company out and I paid the $65 again and they told me the same thing as the other company said. I told him to let AHS know so that they can approve the funds to make it happen. Days went by and I called AHS to find out what the hold-up was, and they told me that the diagnosis was "Lack of Maintenance" and that they would not approve the funds to have it repaired properly or replaced.

The service company that had been filling it back up with freon offered to replace the unit for $5,000 cash (what the hell??). I refused and found a different company that was not affiliated with AHS, and had it done for roughly $4,800 out-of-pocket expenses. I paid for the warranty and numerous patch-work repairs all for nothing, only to end up paying for all the repairs and replacements out-of-pocket and going through the headache of not only doing everything myself but dealing with a scam corporation.

I had to finance this repair and am still paying on it today. AHS continued to call and badger me about renewing my warranty with them. My advice to anyone and everyone is to avoid American Home Shield Corp. They are scam artists who will screw you out of your money and will break their own contractual agreements when it benefits them.

My house is on the side of a mountain, so it gets pretty cold at night. I had to rely on a kerosene heater and a gas fireplace, which is in the basement and is not sized to heat the entire house. These heat sources could only be used while someone was home, and had to be turned off when no one was home or when we had to go to bed. When we woke up in the morning, it was 42 degrees in the house. I have spent a considerable amount of money on propane because of having to run the fireplace all day and still not having the house heated above 60 degrees. The bedrooms were even colder because they are located at the other end of the house upstairs. It is now four days later, and the repair person is supposed to be here later today to hopefully have my furnace running again, which, by the way, I will have to pay for out of my pocket.

What is the point of having a warranty that is supposed to cover the heating system if you are going to deny a claim that is clearly part of the heating system? Needless to say, I am not going to renew coverage at the end of this month when the contract expires. Thankfully, I have found a better company through my mortgage company. Goodbye, American Home Shield, and good riddance.

It cost me $265 to fix the system myself, plus all the aggravation. The thing that made it worse was that now I keep getting phone calls from them wanting me to renew my policy with them! I've told them every time they call (3-4 times now) to quit calling me, and that I would not renew with them due to what they did. This last time, the woman got really nasty with me and said that they needed to verify my information before they took me off their call list. I told her I wouldn't even do that because I think they are a scam outfit. These people really are con artists. I would be happy to join a class action law suit against this firm.

Even though our appliances had not changed since and we did not remodel our kitchen - we had been recently denied when asked with repairs of the dishwasher unit - the first real issue came after almost $3,000 paid in premiums. Reason: the unit is located not per AHS standards. No one cared that we had paid nine years for its coverage and it was originally placed on the contract and approved by AHS.

I have looked around since then and have searched numerous internet pages. The conclusion is as follows: they will send a technician who will try to avoid to make a repair in excess of $100, and then they will blame it on lack of maintenance, location of the unit, etc. in order to let you know that your unit is not covered by warranty.

I will definitely not renew this year, unless AHS will send someone in my home and will inspect each appliance in my house, with written guarantee to repair each one of them. I hope that AHS does not hold America's home warranty monopoly.

I found out a few months later from a friend of a friend who works in HVAC that it is definitely a problem. When I contacted AHS, I was told too late and basically too bad. I had two more easy fixes that went well. Then in December, I had a plumbing backup and AHS said they would not cover it because I did not have a clean out. They wanted $800 to put in a clean out so they denied the claim. I contracted with the service company privately and paid $335. Two weeks ago, I got an invoice asking for the $55 service fee. I wrote back and told him they denied the claim, and that I contracted privately. They have sent me two more letters a day apart and a phone call threatening me to cancel my contract and keep the money I paid for it and send me to collections.

I have spent the last two hours reading reports on this company. The letters are all the same. Most of us cannot afford to pay a lawyer and the cost would be higher than to pay AHS what they want. I value my credit so I will send them the check, but will not be renewing my contract in April. I think all of us should band together and file a class action suit against AHS. Something should be done about them. Oh yeah. By the way, I do have a witness. My neighbor was so appalled by what AHS was saying and doing that he came over and spoke to the service technician himself and can verify that AHS denied the claim.

The house was left with raw sewage for 4 days before AHS got someone over to fix the problem. The problem was compounded by the fact that my father who is old and handicapped lives with me and could only reuse the toilet with building sewage. It cost me $335 to pay the plumber and now the $55 that AHS is demanding in order to save my credit, which I value. Also, it cost me a large amount of money to pay for the sizing and sealing of the heat pump/AC unit. It is still not sealed and leaks air, and doesn't work efficiently.

I have more than paid the people over the years to have paid for all the repairs needed, as well as upkeep and maintenance. I have had to put off several repairs to my place, as well as being without water and proper ventilation in my condo... If you pay for a service from a company, they should be made to be held to their agreements and not change the rules as they see fit to make them their money and rob the customer.

This morning, 02/03/09, I called AHS to find out where I need to send the bill so I can get my reimbursement. However, the lady from AHS said that they don't reimburse any money because I canceled with them, and I used my own contractor. I had this company for several years, and I thought they were professional. I paid $250, just because they can't get somebody local but instead a contractor who was 60 miles away. This is a bunch of **. I’ve been paying these people for over ten years, and I get this kind of service?

Now, it’s rescheduled for Tuesday. AHS is just dragging this knowing its winter, hoping we will just get fed up and repair it out of pocket. I lost a lot of work hours for a no show plumber. My wife is 7 months pregnant. No hot water, no laundry, no dishwasher, and no shower. It’s February with snow, and the temperature is dropping to the teens.

A service agent (Air Plus) made an appointment and came out on the 14th to try and diagnose my problem. He checked the pressure in the lines and the circuit board on the heat pump under the main floor. He claimed the circuit board in the unit under the house was bad and needed to be replaced. His name was Edison and he said it would take about 7 days to get the part. He also told me that I didn't have to pay the $60 service fee until he came back out with the part and installed it.

Well, every 7th day for 3 weeks, I called Air Plus and kept being told the part hadn't come in yet. At the end of the 3rd week, it was so cold my wife had to start serving my children breakfast upstairs because the bottom floor wouldn't get above 54 degrees. I bought several oil-filled heat radiators and burned my gas fire place day and night but it didn't help. The blower motor on the heat pump keeps blowing 58-degree air and won't stop. I call AHS several times about this and they told me there is nothing they can do until the part comes in, "SORRY."

I was finally called on 13 December by Air Plus to come and install the circuit board on 12 December. From the middle of November to the middle of December, the weather was between 18 degrees and 64 degrees depending on the time of day. On 12 December, Edison arrived, installed the circuit board and told me it won't matter because my unit is under tonnage and I'd never be happy. I paid Edison $60 cash for the service visit and he gave me a receipt. The very night he left, the heat pump was still malfunctioning.

I tried every trick to get it fixed and left several messages with Air Plus to come back but heard nothing. With relatives in town through the holidays and everyone freezing in my house, I called AHS again at the end of December to get them to tell Air Plus to come back out. AHS told me that I have an outstanding debt for the service visit on 14 November. I told them that's BS because I have a receipt. AHS also told me they have a note in my file that says someone came to my home on 12 December and no one was there. I again told AHS this is BS because I have a receipt and a new circuit board on my heat pump to prove it. They told me that they would okay the service visit and get Air Plus out to my house.

Air Plus sent a different guy out on 30 December and he reset the circuit breaker on my breaker panel to the heat pump and told me that I should be fine. If it happens again, just turn the circuit breaker on and off again. Well... I did this 5 times a day for two weeks. Finally, on 15 January my wife called me while I was in the woods on Ft. Jackson training Basic Training Soldiers and told me that she couldn't stand it anymore. On 12 January, the house was 48 degrees in the morning; on 13 January the house was 54 degrees, and on 14 January, the house was 58 degrees in the morning. She and my boys are still living upstairs.

I got on the phone with AHS and spent 2 hours on my cell phone with them. I explained all of this craziness to a service rep and she refused to send someone to my house because Air Plus still claims I didn't pay them. She transferred me to a finance rep that was actually very helpful. I offered to send her a PDF file with the receipt for the service fee I paid in cash but she said I could only fax it. Can you believe that? It's 2009 and AHS can't take a PDF file of a receipt??? She called Air Plus and gave me their email so I can send it to them and then scheduled a service with them any way. Of course I'm tired of the idiots trying to figure out the problem but AHS insisted it has to be them. I called Jim at Air Plus to confirm the email address with him and tell him I'll give his service rep a copy to bring back with him.

The service rep showed up on 15 January, didn't do much but told me the only other problem could be the circuit board on the outside unit so he'd have to order that. Guess what? The knucklehead forgot to take the receipt copy with him and Jim and AHS gave me the wrong email so the copy I emailed him never got there. On Friday, 23 January, the unit quit working altogether. On Saturday, 24 January, I got a bill from AHS for the $60 and I was ** pissed! I called Jim at Air Plus but had to leave some nasty messages. I sent two complaint emails to AHS and they have yet to respond to me.

Yesterday, 26 January, I got a hold of Jim at Air Plus and told him to give me his address so I can drive the receipt to him instead of going to work for the Army. He gave me the address and it's 42 miles away in Sumpter. Can you believe this? Columbia has no less than 50 HVAC companies in the phone book and they send Billy redneck HVAC an hour away to service me! WTF??? So, on Monday I drove all the way out there and showed Jim the receipt. He showed me another one Edison gave him claiming I wasn't home, and it's obvious what happened. So, I told Jim that the unit isn't even working now, and he said they can't do anything until the part comes in. I argued his logic and he told me he was going to send the owner out to my house. Today, the guy that came out (number 3 and number 4 times) showed up - no owner. He got the unit running and it's just blowing cold air again. I'm sending another complaint to AHS but I know they won't respond. My family is still eating upstairs and needs help.

At my own expense, I called another plumber who inspected the heater; he said the "settlement trap" was inside since it is an enclosed system and that any plumber worth a damn should have known that. My plumber then told me how to order the part from the water heater manufacturer who supplied it for free and only charged $20 for overnight shipping. I had my other plumber at my own expense, install the new thermocouple; it took under 45 minutes and cost under $100. I have the inspection cert. and receipt to prove it. I want to take action against Premium One for failure to fulfill their contract. I want AHS to drop them as a viable vendor, and I want to charge them with attempted extortion.

In response to the claim by AHS that the code could have changed, I checked my county for any codes relating to garbage disposal plumbing. There was no such code. I then also consulted with 2 other plumbers who both indicated that there was no such code. After that I spoke with AHS again. They again said that they were standing by the decision of their contracted plumber. They informed me that I had the choice of a cash option, meaning that I could purchase a garbage disposal and have a plumber of my choice to install it. They would pay the cost of replacing the disposal. What they did not tell me was that they were only going to pay 25% of the retail cost.

The cheapest disposal I was able to find was about $115. The one I bought was $169. I was willing to eat the cost for the difference. This happened over a three week period. When AHS finally got back to me after my being persistent that I get an answer on what the cash out amount was, a very rude young woman came on the phone to tell me that their cost would have been $55 and that is with the cost of the garbage disposal and the installation cost. This is after I had paid a $55 service fee to AHS for the service call, $169 for the disposal and $70 for installation by another plumber, for a total of $294.

The repairman advised he would notify American Home Shield and someone would call later in the evening and advise if the repair would be covered under the warranty. At 1745 hrs, Certified Comfort Heating and Air Conditioning called and advised American Home Shield had denied the claim, but Certified Comfort could repair the furnace for approximately $350. At 1746 hrs American Home Shield warranty called and advised the claim had been denied.

I called American Home Shield, and after a protracted automated phone menu, I spoke to a person who proceeded to tell me I did not have an active account. I had a copy of the cancelled check with me, but he said they had no record of having received my payment and that if I wanted to activate my account right then, I could make another payment. They assured me that if it was a duplicate payment, I would be credited accordingly. I made the extra payment, activated the account, and put in a service request to repair my water heater. The first vendor contacted us to say he couldn't see us for 4-5 days.

We contacted American Home Shield again and they assigned another vendor who was willing to come to our home that day. Good news? No. The vendor showed up and said he could not fix the water heater because there was a coded part, a settlement trap and drip regulator missing from the heater, and that our heater was in violation of a local code and, therefore, not covered under the AHS warranty plan. It was an AHS vendor from five years ago who installed that tank. I have a cancelled check naming the vendor and citing the date. I even have a receipt saying they replaced the water heater. I told this info to AHS and they said they could not authorize the repair. I now have to pay to replace my heater out of pocket on top of having made an additional payment to AHS.

As it stands, they said they would research the truth of my assertion and get back to me. AHS also stated that 'if' they find it to be warrantable, in a best-case scenario, it would take up to 7 days to get the part and 2-3 more days to schedule its installation. I could partly remedy this by giving them an extra $50 so they could 'expedite the shipping' of the part. Please note that the Gas Co. technician did not cite any code violation or mention that there was any parts missing. This is an overt denial of service and of coverage. And, the request for money to expedite the shipping of the part is extortion. I have contacted a lawyer and going to take action against them for this blatant violation of their contract with me.

I am without hot water for two days now with no promise of any action to solve my problem from the AHS, which I've paid to do this kind of thing. I have two teenaged sons and a wife recently out of thoracic surgery. I have rheumatoid arthritis and am debilitated by it. They have left us abandoned, stranded, shown no sense of human compassion, and cost us money, in both the time spent pursuing them and now by requiring I pay for this water heater replacement at my own expense.

Last year, my water heater failed. I called AHS, and they sent out a plumber. That plumber removed the water heater and then claimed that because of the space of the cabinet it was in, they could not replace it! The new water heaters had different dimensions and the cabinet wasn't large enough - I would need to have a whole new cabinet made for them to replace the water heater (which they could do for like $700 bucks, conveniently!). I called another plumber and he said that new water heaters WOULD fit into the cabinet, but that it would be close. AHS refused to replace the water heater, or to allow me to use the second (independent) plumber and be reimbursed.

I finally used someone else and got a tankless water heater. AHS claimed I could get the buy-out price of about $150 for their inability to install a normal water heater. Water heaters don't cost $150, of course - they are several hundred dollars more than that. Get this: AHS told me that that is the price THEY would get it at. I called back the first (AHS) plumber and spoke with their accounting department. The girl there told me that the $150 was what AHS would pay THEM for buying and installing a hot water heater, not what the water heater costs. They get a flat fee from AHS, whether it is a small leak or a water heater replacement (plus my $55). Effectively, she told me they (the plumber) take a LOSS on replacing a water heater (and make money on the more common, small, cheap jobs).

No WONDER they said the hot water heater wouldn't fit - they would have had to take several hundred bucks from their own pockets to buy a new one and install it in the existing cabinet. It's in the best interest of the plumber (and AHS) to come up with a reason to not cover a repair.

Now, my bathroom sink is leaking. I've identified the source of the leak, and opened up the pipe connection to see if I could stop the leak myself. I couldn't, so I called AHS. They sent a plumber out (different plumber, same result) who claimed that because I had left the pipes apart, they couldn't diagnose the problem and wouldn't cover it. I talked to AHS' Authorization Specialist (Reggie) who claimed that the pipes were not properly installed. I told him they must have been properly installed - I've owned the house for almost 6 years (and AHS has insured it all that time) and just recently discovered the leak. The plumber they sent said his company could fix it for $325, of course, since AHS didn't cover it. WHAT A SCAM!!!

AHS closed the ticket and paid out the company and my work has not been completed. No one will call me back from AHS. I have paid them about $380 annually for my warranty service, not to mention $60 for every plumbing visit, and nothing is fixed. I've spent way too much time and money on an issue that is not resolved. AHS is a scam. No one will give you numbers to get ahold of people that can help. You get a different call center and person every time you call, and they never follow-up. So now I'm out of the money and the work isn't done. This is illegal.

I am currently trying to reason with American Home Shield and procure reimbursement for at least PART of the cost of the new washing machine I had to buy, but they keep saying it is not covered. A knob had broken off of the washing machine (came loose and could not be reattached), and we continued to spin the knob by putting pressure on it and twisting at the same time...sort of like opening a medicine bottle. The three times Greenway came to my house to fix a leak in the washing machine and re-balance it, they never once said the missing knob could lead to "timing" problems, nor did they ever say this missing knob or the way we were TURNING the knob would cause damage that wouldn't be covered under AHS.

When speaking with American Home Shield about this last incident, they said, "Knobs and handles aren't covered under the warranty. " Well...no, duh. But that's not what's WRONG with my washing machine NOW! NOW there is a gear/timing problem!! I'm asking for the CURRENT problem to be fixed. I'm also hollering B.S. that they didn't dispatch a knowledgeable service company to FIX the washing machine (Greenway) who would advise that the missing $5-dollar PLASTIC KNOB would lead to MUCH MORE EXPENSIVE PROBLEMS! Never once did Greenway offer to order a new knob. I would have GLADLY purchased a new KNOB as a preventive measure.

Thus, I believe American Home Shield is in default of THEIR responsibility per our contract, since they did not dispatch a knowledgeable company who could recognize and advise ME, the CUSTOMER, of OBVIOUS preventive measures that should be taken. I never knew pressing and turning the dial without a knob could cause $200+ worth of damage! I'm not an industrial mechanic! That's what I've been paying AMERICAN HOME SHIELD FOR! THEY are on RETAINER so that they can provide me with SERVICE and KNOWLEDGE of household appliances. They have NOT held up their end of the bargain.

I would MOST CERTAINLY be interested in a class action suit against this company, even if it took 20 years and I only received $5 for my effort. These people are absolutely manipulative, fraudulent, scam artists, and they owe me and a LOT of other folks some money. A very similar thing happened to my friend Vickie regarding her air-conditioner. She forked over $4,000 for a new unit because AHS gave some idiotic excuse as to why it wasn't covered under her warranty. Further, another family friend had AHS, and they kept dispatching Greenway to her house to fix a plumbing problem. Repeatedly. At some point, AHS needs to recognize that if Greenway can't fix the problem, then they need to dispatch SOMEONE ELSE. That friend missed several days' work (and pay) all told by the time American Home Shield sent someone to her house that had a clue how to fix the PROBLEM.

American Home Shield isn't doing anybody any favors, for sure. They are not providing a needed service AT ALL. All they are doing is collecting money for a phony, counterfeit service. They misrepresent their "service" to millions of customers, including ME, and they need to be forced to make restitution to the people they have swindled. They owe me $600, and as God is my witness, I will hound them via phone, email, blog, snail mail, and NATIONAL MEDIA until I get reimbursed. This would make a GREAT story for Dateline NBC's "Give Me A Break" segment.

So I asked them, if I were to take out the ice maker and attempt to use it would it function without the refrigerator? They said no. So wouldn't that mean it is part of my refrigerator? Every time I have tried to get this company to fix something they always find a way not to pay! They are the used car salesmen of the home warranty business!! Shame on them. As a result, I am out the $55.00 service call fee.

Feeling that those prices were inaccurate, we sought out our own quote from an independent contractor for a comparable furnace. AHS informed us that they were looking for parts for our 48-year old furnace. They said once they could not find the parts, they would have no choice but to replace the furnace. We put multiple calls into them and each time we were told we would have an answer by the following day. On January 2nd, we finally received the answer that our furnace would have to be replaced. In this time, we had read reviews on the contractor AHS had sent to our home and were not happy to find that overcharged on items.

So we inquired into the cash buy-out option of our contact so we could weigh all our options. We were told we would have a response within 72 hours. We waited 72 hours, but received no calls back, so we proceeded to call them daily to find out when we could get this taken care of. Finally after 11 days of no heat and a very cold Michigan January, we had our calls returned January 13th at 4:25pm. At this point, we had been dealing with this for 20 days. The lady on the phone told me that our cash buy out for replacing the furnace and labor would be $514.91.

After the other quotes we had received, we knew without a doubt that $500 would not cover half the price of the furnace, let alone having it installed. At this point, we are desperate. This week's forecast calls for temperatures in the single digits and our house is freezing. I am very upset with the way this company handles a very serious problem. We requested the make and the model of the furnace that they would replace it with. In doing some research, we found that this furnace is a base model and the lowest line in the Carrier brand.

Included in the research, we found it was common for these furnaces to break or become faulty after 5 years of use. We were disgusted that they wanted to replace a furnace that had lasted 48 years with a base line model that has issues after just 5 years. So we are stuck. We have to have our furnace replaced ASAP so our options are to have AHS replace our furnace with a base model by a company that charges above what other companies in the area charge (we have received multiple quotes comparing these services) or take $514.91 and try to get our furnace replaced on our own paying thousands out of pocket, before it gets so cold our pipes freeze.

I was planning on renewing with this company believing the concept of paying for insurance on our appliances was a great idea. I thought this was a reputable and trustworthy company and I am very upset they would treat us like this. I paid for a service and I expected them to protect me and my family, not leave us in the cold for 20 days straight with no answers. Their guarantee states all repairs will be completed to your satisfaction, but when you try to call and talk to them, these people you don't get answers. They just brush you off. Their business practices are deplorable and my family has to suffer for it.

I asked him to explain to AHS that I haven't even had the home 2 yrs yet and it was inspected when I bought it. He told me that I had bought someone else's problem and it took a lot of years for a coil to become impacted. He said that it wouldn't matter what he said, AHS won't cover it. He was only in my house about 4 to 5 minutes total. I have since found out that the only way to really check the coil is to take it out of the furnace... which of course, wasn't done. I spoke with numerous people at AHS myself. Then my son said to get estimates from a couple different companies not associated with AHS. I did so... they all said the furnace was original to the home and being that it was a Coleman circa 1984, it was way beyond its life expectancy and was just wearing out and parts were starting to go intermittently.

One person who came out, ran the furnace, experienced the warm air coming out of all the vents. So the coil was not totally impacted after all!! He even tried the A/C and it worked great - again. The coil was not totally impacted... Still AHS said they wouldn't cover any repairs/replacement. So my son had a new furnace installed so I wouldn't be getting sick in a old mobile home with no heat. I kept the coil. I have taken pictures of it and have letters and estimates from a couple different heating and cooling companies and I am still in the process of filing complaints with the BBB in Arizona along with the Dispute department with AHS. As far as I feel, if a company is going to cover equipment, then they should send someone out to evaluate the equipment before they say they will cover it. A furnace that is 25 yrs old is almost dead, so how can AHS deny the claim??? They said they would cover it.

AHS tells us that is not good enough. They are going to try to find a part to fix it. I can't imagine trying to find a part to fix a 20-year-old microwave! Why am I paying this insurance??? Meanwhile, we are supposed to sit back and not have full use of the kitchen while they search junkyards for a part. These days and times, you don't operate a kitchen without the use of a microwave. I am so dissatisfied with the service and wonder if there is a long list of people that are taken advantage of like me. There is no estimated time frame for this repair. We are just supposed to wait. This is highly annoying. Please help. Is there any resolution???

"4. POOL AND/OR SPA EQUIPMENT (excludes portable or above ground spas) COVERED: Both pool and built-in spa equipment (exterior hot tub and whirlpool) are covered if they utilize common equipment. If they do not utilize common equipment, then only one or the other is covered unless an additional fee is paid. Coverage applies to above ground, accessible, working components and parts of the heating, pumping, and filtration system as follows: Heater - Pump - Motor - Filter - Filter timer- Gaskets - Blower - Timer - Valves, limited to back flush, actuator, check, 2 and 3-way valves - Relays and switches - Pool sweep motor and pump - Above ground plumbing pipes and wiring.

"NOT COVERED: Lights - Liners - Structural defects - Solar equipment - Jets - Ornamental fountains, waterfalls and their pumping systems - Pool cover and related equipment - Fill line and fill valves - Built-in or detachable cleaning equipment such as, but not limited to, pool sweeps, pop up heads, turbo valves, skimmers, chlorinators, and ionizers - Fuel storage tanks - Disposable filtration mediums - Heat pump - Portable or above ground spas."

Notice where it says FILTER TIMER AND THEN AGAIN MENTIONS TIMER? It doesn't state anything about timer having to be isolated from other functions of pool equipment. I can operate my equipment by hand but then what good is a timer? That's the whole purpose of having one so you don't have to be home. SET IT AND FORGET IT.

Keep in mind this is middle America in the middle of winter. It was freezing cold that night. The next day at 1:00 pm, still no service. We had to call the contractor that AHS was supposed to sent to see what's going on. They somehow misplaced the dispatch. About two hours later, they (Aire Service of O'Fallon Missouri) came out. The service tech went to look at the furnace and within a few minutes, he said the blower motor was shot. He rushed out to the service van to see if he had a replacement motor. He did not and said he'll be back on December 30 with a new blower motor.

Before leaving, he said the standard fee was $95 and we would not have to pay again when he comes back on the 30th. We paid him and filled out the invoice and gave it to us. On the morning of the 30th, AHS called and said they will not cover the blower motor and said all my furnace needed was a little cleaning... and maintenance was not covered in the contract. They suggested I call the contractor to have it clean. I was furious by this time. After explaining my situation to two AHS reps. my furnace was about to catch fire, the blower motor had burned streaks and these people said all it needed was a cleaning.

I called Aire Service and they said there was nothing they could do except schedule a cleaning. They wanted $120 to clean the furnace and another $90 to clean the blower motor. Keep in mind I've already paid $95. After the cleaning, they'll make another assessment. Furious again, I said why should I pay $300 for nothing again. I said I could have replaced the motor for under $100. The lady on the line literally laughed in my face and said to go ahead. I hung up.

I searched the net for a blower motor of the same specification and the cost ranged from $90 to $120. But since the weather was going to be cold the next few days, I located a local distributor for a blower motor. I had to pay a little extra but I had no choice because if the water pipe freezes in my house, I would have a much bigger problem on my hand. I got a blower motor and got it installed in under two hours, with the help of some do-it-yourself website (If people out there want to do it yourself, please be careful and make sure power to the furnace is off). It's not all that hard. It'll take less than an hour if I had to do it again. Everything is working perfectly now. NO thanks to American Home Shield and Aire Service. It feels to me AHS and their contractor are colluding to avoid doing any services even though I've paid in good faith for the service contract. All AHS has to say is it's a maintenance issue and they're off the hook. The contractor gets an easy $95. What a scam.

After I was contacted via e-mail by AHS and told them what happened in a survey, I never heard one word back from them. In December 2008 while it was 17 degrees outside the heater was sending out cold air. I called AHS and someone came out only to tell me that something on the outside unit had been altered by someone before we moved here and this would probably void my warranty. That will be $75 please. Sure enough, within the hour, I received a call from AHS stating they would not fix it. It is my problem now. I am not an HVAC expert and our home inspector did not see the alteration during the inspection. I guess it is buyer beware all around.

1. First time we tried to make a claim for outside Jacuzzi problems and for the years of paying premium we found out that is company not covered hot tub is located outside of property. This is one of hundreds of hidden tricky issues with this company. We repaired hot tub for our own expenses.

2. Second time we got sewer system stopped and after a spending hours and hours to get emergency service call finally discovered that is natural tree roots damaged not covered by AHS. We were disappointed, paid for repair almost a $1000.00 includes family allocation in term of repair.

3. Other property got the furnace failure and AHS sent Technician was deliberately created not existed difficulties for replacement our gas heater. He referred us to non-compliances with local city codes. He also tried to collect from us $1,500.00 for heater location improvement. AHS completely was ignoring all complains of evidences and arguments from 3 independent Heating Companies stated there are not code compliance issue at all. We spent $1,500.00 to replace the heater and AHS compensated to us around $500.00 only.

4. Last badly and hopefully resolvable situation just happened. For last couple of years, we repaired our microwave with AHS Technicians. We complained that the machine makes strange loud noises and sparkling inside is bringing to us fire hazards concerns. AHS replaced twice magnetrons, charged us $50.00 deductible for each visit, but problems was not resolved. I am personally was next of Technicians and looked for their job and did see that its magnetron guide was damaged in first place years ago. Today AHS Claim Representative as usual already informed us that magnetron guide is damaged and not covered. Unit must be replaced, but for our expenses.

We made a research and would like to emphasis that is policies and services of Home Warranty Insurance Company AHS were created in very non-sufficient, comprehensive and diligent manners.

All Consumer Market equipment recalls and statistically confirmed information of not beneficially quality of equipment parts and components or contingencies were allocated from insurance-covered articles. Obviously it is going against to AHS financial interest, therefore are very tricky hidden and not specified in Contracts Coverage clearly based on common manners Law Requirements.

Our rough estimate of financially hurt Customers in US from built insurance company pyramid based on policy structure is bringing to AHS Company trillions dollars of profit. People in US, nationwide pay annually between $450 to $650.00 premiums for not covered absolutely critical amount of home appliance problems. Only we paid for last year personally more then $4000.00 plus all relevant deductibles for hidden in policies non-covered parts and circumstances.

A month went by I contacted American Home Shield by email addressing my complaint to a supervisor. I explained the problem and the time line. I got a message on my phone stating, "Your part has been ordered." I then contacted the complaint/research line. I spoke w/ a Deona. She was rude and condescending. She stated that someone would be at my house the following Tuesday to repair the stove and Stewart Appliances would contact me. Again I left message for Stewart Appliances and no call back. I contacted Deona again and was told the part had been ordered and she'd try to get the part quicker. I explained to her that I have been without a stove for 9 months. I wanted my stove repaired by Christmas. She leaves me a message on 12/22 stating Stewart was available Christmas Eve but to call them for a time.

I called them 3 times that day and no return call. I called Stewarts and finally got a person. She stated that the reason my stove was not fixed is because I did not return their phone call which was an outright lie. I called Deona again on 12/22 and she stated that Stewart was blaming this situation on my disregard for their phone call. Deona was rude and didn't seem to care about the customer service that Stewart was providing. She stated that a timer had been ordered and to be home between the hours of 12-4 Christmas Eve. The timer was not even the problem.

The owner finally called me that evening, he stated that the part was not ordered that in fact he lost my invoice. He didn't even know what was wrong with my stove. I told him that I was informed by him that my control panel needed to be replaced. He needs to come out again to start from the beginning to find out what part he actually needs. So now it's Christmas Eve and I still have no stove and I'm unable to prepare Christmas Dinner. I have received HORRIBLE customer service.

Shortly after I spoke to him, I got a call from American Home Shield to say that the claim was denied because the technician reported that the unit was not maintained. At no time during my discussion with the technician did he mention that there was a maintenance problem. I got 2 additional estimates and one came in at $2800.00 and the other came in at 3$000.00, a far cry from the $6,000.00 that the AHS technician was requesting. I reported the matter to American Home Shield and the representative told me that they go by what their technician provides. I told him this was unacceptable. He then asked me what did I expect them to do and hung up the telephone before our conversation was over. The other technicians reported no maintenance issues.

I have been boiling water to put in the bathtub to give my daughter a halfway decent bath. My carpet smells so extremely nasty. I cannot deal with that until someone replaces the water heater. I cannot walk from one room to the other without almost falling. I have to wear shoes the whole time I am in the house. Each day that goes by, the smell grows harder and harder to bear. What am I to do? I have no where else to go. I am getting headaches everyday which I believe is from the odor or mold or something having to do with this. I am a single parent on a limited income. I signed up for AHS so that if something were to happen, I would be covered and the cost would be minimal. I was wrong!

On 11/29/08, the gas valve and the 4-day-old pressure relief valve were replaced. "Margaret, we finally fixed the problem." Within 24 hours, my basement flooded again from the hot water heater. Called AHS. They told me I should request a senior technician from the company. I did this and another 48 hours on 12/1/08 Dan arrived, 30 minutes late, to inform me that he needed to replace the 2 parts that had already been replaced. Dan was at the property for close to 2 hours. He cleaned out sediment in the heater and said he finally got the problem. The sediment was blocking the gas line and not allowing the temperature to be read properly. I was relieved that the problem was finally fixed.

22 hours later, I again had a flooded basement from the leaking hot water heater. Recalled AHS. 48 hours later I am still waiting for the plumber. On the evening of 12/2/08, I asked to speak to a supervisor from AHS. I was informed that supervisors are not available in the evening, and they would put it in the queue. According to the operator, they have to return my call within 24 hours. Finally after 37 hours, a supervisor called me. I tried after 12 hours to get a supervisor again during normal business hours but was told it was in the queue and they would call me. When the supervisor called me, it was a waste of my time. I was told to call her back when the technician arrived.

This entire experience has been fraudulent and shady. I am considering cancelling my service with AHS. I was given the opportunity to get a second opinion from a second contractor but would have to pay another $60 service fee. I didn't want to take that chance and couldn't afford it. After speaking at length with two plumbers since then, I was told that the plumber should have at least pulled the toilet from its hinge to check underneath before making such an assumption and FIX the problem if possible! My husband and I recently pulled both toilets up ourselves to check and FOUND NOTHING!!! This is a true testimony of how your system works. This is the second time we've had bad contractors sent to our home. Overall your service has been fair, but feel you do not fully screen your service contractors. You take their word before the paying customer's word. Now we have to pay to replace our toilets. I thought we would have been covered. I'm very disappointed with AHS and the service provider you sent to us.

Well.... 2 months later, AHS denied my claim. They stated that they would not reimburse for service performed without their prior approval. Now AHS is stating that they will not cover my furnace UNLESS I can prove that it's in working condition and that my INVOICE from MY REPAIRMAN shows that it's working and they will cover FUTURE problems. Honestly, I think there should be a class action lawsuit brought against AHS. This is classic insurance fraud on their part. They deny legitimate claims stating that claims are not covered for a multitude of different reasons. It wasn't hard to see that the repairman they sent to my house had NO INTENTIONS AT ALL to fix my furnace. He was there to write a nonsense report about a problem that DID NOT exist.

A couple of weeks later the other hose sprang a leak and I called in the service request and they sent the plumber who removed the hose from the spigot but refused to attach it to the machine and put in his report that I had damaged the connection to the machine so he would not attach the hose. I called American Home Shield and they said they believed what the tech put in his report and I could request an appliance repairman but I would have to pay another $55 service fee and it may not be covered. I have had this coverage for over 12 years and they have jerked me around on more than one occasion sending repair people who can not do the work but still have to be paid the service fee or they don't complete the work and have to be paid the service fee.

I also have a problem with my heat/air that they come out for every six months and rather than replace the unit I am charged a $55 service fee and the problem is never resolved. I think they need to be fined for taking advantage of people and not providing the coverage and service that they claim to. I think that the Better Business Bureau needs to look into the actions and operation of this company because they are bleeding people dry and they are not providing quality coverage like they promise.

The second people came and said that there was rust in the pipes and can be cleaned. AHS disagreed and asked for a third opinion. The third people said it was blocked with dust and rust. AHS interpreted the rust as 'flood damaging the furnace'. I followed up with AHS and they brutally refused to rectify the problem. On calling each of the opinion givers that came (Strong heating, Eagle heating), they all claimed that AHS should fix the problem. Since the house has never been flooded, and the problem had been there before Solid Source and AHS sold us the house, I feel they knew about the fault and cheated us.

2005 July - Second time I called them when my air condition went out my condenser unit outside they were there to look at it in 1 day. AHS gave me the company name that is who showed up they proceeded to try to repair the compressor. It lasted 1 day and went out they called AHS. AHS told them to replace the whole unit with a new one with equal to or better SEER rating. I watched as they did that. The company doing the repair tried to charge me for removal of the refrigerant and removal of the unit. I gave them the phone to the company that was doing the work and had AHS on the other end. AHS told them all I had to pay was the co-pay at that time was $50.00. They replaced all, took the old one away, and checked out everything and even came back the next day to check things. Has been working fine since. Hope this gives some hope to some. So you see, I would recommend them at least for all my experiences. They have done right by me.

I feel that AHS has consistently taken the approach of making it incredibly difficult to be provided with the coverage that I am entitled to in the hopes that I will give up and pay for repairs myself.

As evidenced by the attached anecdotes downloaded today (11/27/08) from consumeraffairs.com (https://www.consumeraffairs.com/insurance/am_home.html), my experience is not unique. Granted, each of these stories may have been presented with unfair bias against AHS; however, taken as a whole, a clear pattern emerges of unethical and unfair business practices.

Regarding the soil line leak:

o On 7.21.08, I called to report a leak. AHS was unable to find a contractor to evaluate the leak within the first 72 hours after I reported it and authorized me to use an outside contractor? This authorization was given by Crystal (#**). My contractor spent several hours trying to find the leak, ultimately requiring use of a video camera examination of the pipe to find the leak located behind the wall in the second floor bathroom.

o After multiple phone calls and faxes of the estimates from my contractor, AHS refused to authorize any repair without sending their own contractor (Murray Resnick) for a second opinion. This took several days of me trying to contact the plumber myself, and the AHS customer service representative admitted to me that they were having trouble reaching him as well. On 8.5.08, Roderick Branch of customer service informed me that he would call to set up an appointment ASAP and re-dispatch via email? The plumber ultimately arrived on 8.7.08.

o Once he arrived, my wife showed him the opening in the wall that my contractors made to diagnose the leak after several hours of work on their part. The repair required removal of the toilet and of the wainscoting paneling to access the pipe. This plumber made it very clear that he was not skilled enough to do the work without causing permanent damage to the wainscoting. I requested that I be paid cash in lieu? of repair in order to use my own contractor who would not damage the wall permanently. I understood that the AHS contract did not cover restoration of any wall coverings? (Section G.4) but continue to maintain that the contract did not obligate me to accept their contractor who virtually guaranteed that he would cause permanent damage if he did the job.

o In addition, the plumber made statements to the effect that our house was very old? (built between 1900-1910) and he was not used to dealing with such old plumbing. We made it clear that we would prefer to have a more-experienced contractor do the repair, and once he realized that he would not be getting the job, I believe that he deliberately low-balled? the estimate. My contractor charged us $1,874 for the plumbing alone not including any access or replacement which AHS covers up to $500 for removal and return to a rough finish? and I find it nearly impossible to believe that our plumber, who has been very reasonable for other jobs he's done for us (compared to other quotes we received and discussions with neighbors who have had similar work done), charged us more than twice what the job really cost.

Section D-1 of the contract states: Where covered repairs require access to plumbing systems, AHS will only provide access to plumbing systems through unobstructed walls, ceilings, or floors, and will return access openings to a rough finish. Obstructions include, without limitation, built-in appliances, systems, cabinets, and floor coverings?

o On 8.12.08, I spoke with April (in the Memphis, TN call center) to find out what they would cover and how to proceed. I was very frustrated at this point, but April became extremely rude and confrontational. I asked to be transferred to her supervisor and was placed on hold for 33 minutes. I hung up and called back to speak with Karen who informed me that the repair had been authorized for $825 and that I would need to submit the invoices when billed and then wait for reimbursement. Karen stated that the $55 service fee would be deducted from the $825 and I would only receive $770. She also informed me that the contractor would have to call them directly in order for me to be reimbursed for the $480 in diagnostic charges.

o On 8.13.08, the contractor spoke with AHS who told him that they would only reimburse me $255 of the $480 as they had not authorized the sewer camera in advance. I was given reference # **.

o I spoke with multiple people over the next several weeks and, on 8.31.08 sent the attached letter to request that I receive the full $480 reimbursement for diagnostic work. I ultimately received a phone call from Tamika (who gave her contact information) several weeks later that my request had been approved, and that I would need to resend the invoice for the diagnostic work.

o By this point, the repair had been performed at a cost of $1,874. This did not include replacing the wainscoting or painting, for which I paid an additional $680.

o I sent multiple faxes of the invoices and made multiple phone calls. On 10.2.08, I spoke with Tamika again and was told that I needed to fax the invoices again. I sent them yet again on 10/27/08, but still had not received any payments.

o In attempting to obtain service for the leak from my radiator (see below), on 11.13.08 I finally reached Latasha ** in Payment Services who agreed to look into this. She reported that the paperwork for the diagnostic charges had been sent to the wrong division and that she would attempt to have it resent to the proper location.

o Latasha called me on 11.14.08 and stated that no payments would be released until I paid the outstanding service fee of $55 for the leak/radiator repair. I had not paid that because the problem had not been solved. I paid that online, and I ultimately received a check for $730 on 11.15.08 and for $425 on 11.21.08.

o I called AHS on 11.25.08 to inquire as to why I had not received the full $480 and $770 as expected. It seemed to me that the $55 service fee had been deducted from the $480 (hence the 11.15 check was only $425) and yet again from the $825 that was authorized. I was then given new information, that they had deducted $95 for work previously performed? by the second opinion plumber and this was in addition to the $55 service fee they deducted from the $480 in diagnostic charges.

o My disputes with AHS regarding the soil line leak repair are the following 2 issues:

I was reimbursed a total of $1305 for work that cost me out of pocket $2354 ($480 for diagnostic charges and $1,874 for the actual soil line repair, not including the $680 I paid for removal and replacement of the wainscoting and painting). As stated above, I feel that AHS based their payment for the repair on a (deliberately) erroneous estimate of actual cost, and that they deducted fees unfairly. I would like to receive reimbursement from AHS for the difference of $1049 plus $500 for the access to the pipe and replacement of the wall, as stated in section D-1 of the contract. I have subtracted $180 from the charges of $680 for the minimal painting that was required. I am requesting reimbursement in the amount of $1549 for charges that should have been covered in the first place.

Furthermore, I have spent literally hours of my time and minutes on my wireless plan calling AHS, waiting on hold, arguing, and being hung up on or promised callbacks that never occur. Whereas my time can never be replaced or repaid, and I know that AHS will not be willing to pay me even a token amount (e.g. minimum wage of $6.55 per hour times 12 hours a very conservative estimate would be $78.60). However, it is appalling to me that a company with these business practices has earned BBB accreditation. At the very least, I would like a written letter of apology from an executive of the company, as well as a reevaluation of the company's qualification for BBB membership with a copy of the findings sent to me and posted on the BBB website.

Turning to the current issue regarding the leak in my HVAC system and a non-functioning radiator:

o On Saturday, 11.1.08, I noticed a small water stain coming from my living room ceiling and down the wall. As we had recently turned on the heat for the winter, and the radiator in the bedroom immediately above was not heating up, I suspected that the two were connected and the radiator was not heating due to a (hopefully) small leak.

o I placed a request for service online, and received an email response assigning the service to SUPERIOR ENERGY (HVAC), dispatch # **.

o On Monday afternoon, 11.3.08, I called Superior Energy and asked to schedule the service call. I was told that I would receive a call from the scheduler that evening.

o I had not received a call from Superior Energy by Tuesday afternoon, 11.4.08, and called AHS to request assistance in scheduling the service call. They reassigned the service to QUALITY AIR HVAC, LLC, dispatch # **.

o A technician came out on Wednesday, 11.5.08. He stated that he could not visualize a leak in the part of the radiator system that was above the floor in the bedroom, and that we would need a plumber to diagnose the source of the leak. He informed me that he would call AHS and that they would inform me when they had assigned a plumber.

o I called AHS later that evening and was told that the case had been closed because the technician had stated that he had not seen a leak. I pointed out that the technician had not seen a leak because he had only looked at the part of the system that was exposed in the bedroom, not because there was not a leak at all. The representative reread his report and told me that his report contradicted itself in that regard and agreed to assign a plumber to address the leak.

o On Thursday, 11.6.08, I received an email that the service had been assigned to MURRAY RESNICK, dispatch # **.

o On Friday, 11.7.08, I received a call from Murray Resnick in which he informed me that he did not do any HVAC-related plumbing, and that AHS would need to send a different plumber.

o I called AHS back and explained the situation, and they agreed to find another plumber to send out. Shortly after that, I received an email stating that the service call had been assigned to QUALITY AIR HVAC, LLC, dispatch # **. I called AHS immediately since this was the same contractor they had already sent out and had told me that we needed a plumber!

o The service was then reassigned to STEPHEN ANTHONY PLUMBING LLC, dispatch # **. Stephen ultimately came out on Monday, 11.10.08, nine days after I had originally reported the problem. Of note, the water stain was continuing to spread very slowly during this time.

o When Stephen came out, he reported that the leak was definitely coming from the HVAC system as the water had a black color to it which signified a leak in the HVAC system. He further stated that there was clearly no other plumbing in that area and therefore the water was definitely coming from the HVAC system. However, he claims that he was told by AHS that they would not allow him to make access through the floor above in the bedroom where the leaking radiator was located, and that he would have to go through the ceiling. As I said above, we have an old house with a very ornate ceiling and crown moulding in the living room that would have been damaged by the plumber and then we'd be stuck paying for the repair as AHS would refuse anything other than return to a rough finish. In addition, the pipe exited the floor in the bedroom above and would be much easier to find and examine by removing only a few floorboards. Furthermore, it's easier to work from above than to attempt to make diagnoses and repairs working above ones head. Nevertheless, Stephen told my wife that AHS would only allow him to access the system from below, and that we would need to talk to AHS. He further told us that it didn't matter since he was a plumber and AHS would not authorize him to work on an HVAC system anyway.

o I called AHS that evening and was told again that the case was closed because the plumber stated that he did not see a leak. I again argued that he didn't visualize the leak directly because he hadn't been allowed to make access, not because there was no leak. She actually contacted him and during the three-way conference call he reiterated that there was definitely a leak there and that he needed to make access to diagnose the problem. The representative then informed me that the decision had been made by authorization and that only the authorization department could reverse their own decision, and that I had no recourse other than sending a written complaint to the Customer Service department.

o As AHS had given me the number for authorization in July (see above), I called the department myself. I spoke with Anthony who was hostile once he realized that I was a homeowner and not a contractor, and told me that he was putting me on hold but actually transferred me back to the main customer service number.

o I called authorization back again, and this time spoke with Tony. Tony listened patiently, agreed with my explanation that accessing the system via the floor of the bedroom made more sense than going through the ceiling, and said that he would reassign the case to the plumber and authorize access via the floor. This was at approximately 7 PM on Monday, 11.10.08.

o I did not receive any further communication from AHS or the plumber and on Thursday, 11.13.08, I called back and ultimately got through to Latasha ** in Payment Services (see above).

o Latasha listened patiently, and agreed with my frustration and took the responsibility to look into the issue for me. She called me back a short while later and stated that she had spoken with authorization who said that AHS covered access only for plumbing issues but not for HVAC or other system problems. She told me that I would have to hire my own contractor to make access for the AHS-assigned HVAC contractor to come out and do the work. I attempted to point out that this was ludicrous and made no sense, but she insisted that this was the contract and I was bound to that.

o Upon arriving home and reviewing the contract, I realized that the denial was completely unfounded, as the contract explicitly states that access for HVAC systems is covered under the terms of the agreement. In section E-1 (Heating System), the following appears: NOTE BUYER ONLY: AHS will pay no more than $1,500 per covered item per contract term for access, diagnosis and repair or replacement of any glycol, hot water or steam circulating heating system. I faxed this to Latasha immediately.

o On Friday morning, 11.14.08, I called AHS and requested that a message be sent to Latasha to call me. She called me around 10 AM and informed me that she had spoken with the Authorization department and that I was correct and access would be covered. She stated that she would attempt to find a contractor who would make access and repair the leak and other problems with the heating system.

o I received an email at 10:54 AM stating that the service had been assigned to R & R MECHANICAL SERVICES, INC, dispatch # **. Please note that this was nearly 2 weeks after I reported the problem, during which time there was no heat in said bedroom, and the leak was slowly progressing down the wall. Note also that this was the 5th contractor assigned to this problem.

o On Monday, 11.17.08, Ramon from R&R came out. He stated that in his opinion the leak was not coming from the HVAC system, despite the fact that there was no other plumbing or water in that area of the house whatsoever. He diagnosed the problem with the radiator in that bedroom as due to a worn-out supply valve that was not allowing water to enter the radiator. He pointed out as well that the radiator had been installed backward as the bleed valve was located on the supply side rather than the return side. Ramon told me that he would make his report to AHS and they would then allow him to schedule a visit to repair the valve.

o On Tuesday, 11.18.08, I called AHS to inquire about the status. I was told that the repair would not be covered as the failure of the valve was due to improper installation of the radiator. I was completely dumbfounded, as Ramon and I had talked at length about the bleed valve and the mechanical failure of the supply valve had absolutely nothing to do with the location of the bleed valve.

o I made multiple calls to R&R Mechanical and back to AHS, and on Wednesday 11.20.08 was told that they had spoken with Ramon and he explained that the valve failure had nothing to do with the bleed valve placement and they would cover the replacement of the valve. However, I was told that AHS would give me a cash out because the radiator would have to be replaced properly and they would not cover that. I attempted to explain that Ramon had already stated that the radiator would need to be completely removed in order to replace the valve, so turning it 180 degrees before replacing it was not a separate job and shouldn't be a separate or additional charge. In the end, I convinced the representative to send the job to R&R and that I would pay for any charges associated with rotating the radiator before replacement.

o On Tuesday, 11.25.08, Carlos from R&R came and replaced the supply valve and restored the system to proper working order.

o At this time, the leak has still not been addressed, but its progression has slowed and I can only hope for now that it's no longer an active problem. I have no more patience or energy to fight with AHS over this matter, which is what I suspect their plan was all along. However, should I discover damage from the leak that they refused to address or even attempt to diagnose, despite the statements of their first two contractors that the leak was from the HVAC system, I do not waive my right to hold them responsible for repair and damages. Although section G-6 of the contract excludes AHS from liability for secondary, incidental and/or consequential loss or damage, this is for loss or damage resulting from the malfunction of any covered item. In this case, the loss or damage that may occur, although hopefully not, is due to AHS obstruction and unfair and unethical refusal to provide service for access, diagnosis, and repair or replacement as guaranteed in section E-1.

o I am requesting the following from AHS regarding the leak and repair of my radiant water system:

I want a written guarantee that should there be any further issues with the leak in my living room, repair (including of any damages) will be covered in full by AHS.

As stated above, the time and energy that I've invested to date in dealing with this problem can never be replaced. In addition, simple searches of the internet reveal many stories quite similar to mine. AHS claims to be the right choice in home warranties and that they are committed to and solely focused on providing relief from home repair hassles. I can think of no better description that home repair hassle for what I've experienced. As they have failed to provide me with any relief from hassles, I am requesting a full refund of my $405 premium. The response from Ms. Lori ** of AHS refusing any refund based on section K-A of the contract is irrelevant. They have materially breached our contract by requiring this much effort and investment in order to obtain the services for which I purchased the contract in the first place. Their approach throughout the past 5 months has been one of obstruction and denial, presumably hoping that I will give up.

In conclusion, I am requesting a total of $1954 in reimbursement and refunds from AHS. I also want written apologies from an executive of the corporation, as well as written guarantee of coverage for any damages that may arise from the leak that AHS has refused to repair. In addition, I respectfully ask that the BBB investigate the business practices of American Home Shield and determine whether these are truly fair and ethical and whether this company deserves to be accredited by the BBB. I would like the BBB to send me a copy of their findings as well as to post them on their public website.

They had to replace a shutoff valve, flex connector, gas stop filter, and T&P modifier and then charged me a permit fee, totaling out to $505 plus their co-pay. They replaced the other one with a Bradford White at full retail price ($850) and (ever so kindly) waived the installation charge. Total cost to me was $1415. After 4 days of cold showers, both water heaters apparently needed replacing, with no hope for repairs. I was grossly overcharged.

If I had known this would end up costing me so much out-of-pocket, I probably would've just used another, more reputable plumbing company with same-day service and avoided this horrible, shoddy workmanship that comes with AHS service. My question is how much did AHS really pay for a water heater that broke down within a day and I had to pay $565 for? When I called, they would not disclose how much they paid and neither would Star Plumbing. What do you think?

I explained a minimum of three times to AHS as well as to Jennifer of Cool Image Heating & Air and Mr. James Vaugh (owner) what the problem was. If it was not covered by AHS, WHY DID THEY COLLECT MY $55.00 DOLLARS? Why did AHS even send someone to my home if my problem was not covered by the home warranty? I paid money for nothing!

AHS service representatives are not helpful, rude and place you on extended hold (phone) hoping you will just give up and go away. I then ask to cancel my policy and was told that the cancellation department was not available at this time (11-24-08) and they would contact me later. I do not want this monthly premium to continue to come out of my Bank Account. Please help.

My husband disputed it and asked that they send another contractor out. Of course they did but this guy said that the coils were on backwards and this burned the motor out. What??? How in the world are the coils on backwards unless the guy AHS sent the first time (a couple days prior) put them on backwards when he broke the unit down. How is that our fault?? Anyway, my husband fought with them until he was blue in the face. Nothing happened. They did apologize and sent us two coupons for two free service calls. Whooopty-Doo! What's the purpose of calling them out if they are not going to fix anything?? They suck!!!!

After much complaining, they finally agreed to replace. The replacement arrived 11/4/08, again they referred me to one of the original contractors that never showed or called. When he called, he wanted to come out @ 9:30 @ night. He was suppose to have been there early that day (11/5/08). I refused, thinking he would be there the next day. He said I would have to wait. As of today, 11/6/08, the new oven is still sitting in my dining room. Keep in mind the problem started 8/6/08... It's now 11/6/08.

So the way it works is to say its not covered and bill the homeowner or jury rig it or guess what? Your Co. doesn't receive any calls, AHS punishes your Co. if you do the job properly, My CO. **, dropped a $250000 year contract because we believe in doing it right or not at all. Losing the calls really hurt but the negative feedback has gone down. AHS will hire contract with anyone off the street no experience required if they will do the job cheaper. Yes you can get some idiot in his own vehicle to drive around and pretend to be a Tech for next to nothing. But a highly trained certified Tech in a Co. van insured is going to cost a little more $. AHS only cares about who is cheapest with no consideration given to quality. It should be somewhere in the middle.

The tech finally arrived about 7 p.m. The tech looked at the system and decided that it was the thermostat that was the problem. He said that he could fix the thermostat but would have to replace our digital thermostat with the old mercury type if I did not want to be charged. He then decided that maybe that was not the problem and decided to look further. Now he decided that the problem was the control board. He went out to his van and came back and told us that it was our lucky day because he had one left. He replaced the control board and the unit lasted another 4 days. Again, this put us on Friday needing service.

Again, we called AHS and they told us again that it would be Monday before they could get someone out. Again between 8 and 5. I requested another company return and they told me I was stuck with that company because they responded to the initial call. I also asked for emergency service because the temp was reaching 100 degrees. They told me that they did not consider it an emergency until the temp reached 105 degrees. I explained to them that my wife was a kidney dialysis patient and could not be exposed to this kind of heat. This did not matter.

I ended up getting a hotel for the weekend creating additional expenses. My wife again had to take a day off of work to wait on the tech. Again, he was late and did not show up until about 7 p.m. He comes in, adjusted a few things, insulted my wife's choice of television shows and said it was working and started to leave. Before the tech could reach his van, my wife had to chase him down to let him know that it was broken again. He comes in and finds that it was the blower motor that was the problem. He took the motor out to his van and repaired the motor.

Three and a half months later the same part is broken and they are telling me it will be an additional $60.00 for the tech to return. I requested another company to begin with because I told American Home Shield that this tech did not have a clue what he was doing. Now because their tech of choice is an idiot and just rigged the system to work they expect me to go to additional expenses to fix the problem. So far I have paid $470.00 for a warranty, $60.00 for a service fee, $200.00 Hotel expenses, $200 in lost wages waiting on a tech that did not show and they want me to pay an additional $60.00. Total I have spent $930.00 to repair a blower motor well enough to last 3 months!

I don't know about you but this does not sound like a reputable Warranty provider. I will not be paying a $60 fee to have another loser come to my home to take his best shot at rigging up my heating/air conditioning unit. I will have to pay another company to come and fix the system properly. I suggest that if anyone is considering a home warranty from American Home Shield reconsider. You would be better off burning your money.

I am 82 years old now my house is without heat or air. The A/C went out because of furnace. I have letters that I have sent to AHS. I did every thing they asked.

When I had the unit cleaned by another AC company, they also put Freon in because it was really low. A few weeks later it stopped cooling again. I sent the same AC company out and they put more Freon in. Then a few weeks later it stopped cooling again. I called Home Shield and they sent a technician out again. The technician told me there was a really bad leak and the unit needed to be replace because it was so old. Of course Home Shield decided to only repair the leak. The AC company had to order the part and two weeks later, it is still not here and I haven't had air conditioning.

I called Home Shield and told them the part was still not in and that I have been without air conditioning for over two weeks. All they told me was that I would have to wait for the part. I live in Texas and it is still warm in October. Home Shield refuses to help me or give me other suggestions. All they say is I have to wait for the part. Freon will work for about a week and half (since I have done this previously) so I suggested they put Freon in for a temporary fix, but they said no. I am very upset with Home Shield for poor customer service. I have been with them for about 10 years.

Today, I put in a claim for my refrigerator. Come to find out that if it's the ice maker causing the problem, then it's not covered. I have been a customer for almost six years paying $960 a month because I added my mom's home on also. I tried to cancel both policies. They wouldn't let me cancel my mom's. I had to call her on three-way to cancel. When I added her on or had to pay, I didn't need her, but to cancel I did.

This company is nothing more than a rip off. Then they tell me they don't want to lose me as a customer and if I have the repairs done, they'll see what they can do, if they can do anything. They want me to pay someone $350 to fix the problem and then they'll see what they can do. For as much money I have paid them over the years if they really didn't want to lose me as a customer they should have just had it repaired. Goodbye, AHS.

I have an whole house surge protector also to prevent this kind of problem. I requested a 2nd opinion on the oven. At 1st they said there was no one else in the area available to call. Then after several persistent request, a supervisor suddenly found a 2nd company to come check it out. The 2nd service tech said it definitely was not from a power surge, but from normal wear. He said it needed a motor and magnetron, but no boards. Again, AHS stated the tech called in and said it was from a power surge.

I called AHS to complain to a supervisor to no avail. They told me the service tech was probably afraid to tell me the truth because he would be confronted by me. They also said the 2nd tech reported almost exactly the same results as the 1st tech did, which was a total lie. I told then, "Either you are lying to me, or the service tech lied to me." Folks do yourself a favor. Don't use AHS. They apparently make their own determinations so they don't have to pay for repairs on covered items.

The service tech never said anything to me about a power surge. I have an whole house surge protector also to prevent this kind of problem. I requested a 2nd opinion on the oven. At 1st they said there was no one else in the area available to call. Then after several persistent request, a supervisor suddenly found a 2nd company to come check it out. The 2nd service tech said it definitely was not from a power surge, but from normal wear. He said it needed a motor and magnetron, but no boards. Again, AHS stated the tech called in and said it was from a power surge.

I called AHS to complain to a supervisor to no avail. They told me the service tech was probably afraid to tell me the truth because he would be confronted by me. They also said the 2nd tech reported almost exactly the same results as the 1st tech did, which was a total lie. I told then either you are lying to me, or the service tech lied to me. Folks do yourself a favor. Don't use AHS. They apparently make their own determinations so they don't have to pay for repairs on covered items.

I'm an attorney and after having a problem with my home warranty company, American Home Shield, I decided to investigate whether other homeowners had experienced the same or a similar problem. What I found were websites devoted to consumer complaints on which numerous homeowners had recounted incidents of fraud, deception, and rip-offs by their home warranty company. I also found a blog written by a former American Home Shield employee and another written by a former plumber for a home warranty company. Both recounted situations that would not pass the smell test? in a court of law.

I also investigated lawsuits that had been filed against American Home Shield in Georgia, which is where I live. I found about 15 cases. The majority of cases had been filed in small claims court. As I reviewed the cases, I discovered that none of the cases had been litigated. In every instance, the case had been settled to the Plaintiffs satisfaction although the details of each settlement were not part of the case file. With the knowledge that all cases had been settled to the homeowners satisfaction, I realized that American Home Shield would settle with an aggrieved homeowner before allowing a case to go to trial. My conclusion is that the only thing aggrieved homeowners need to do to beat home warranty companies at their own game is to file suit. The last thing American Home Shield wants to do is litigate a homeowners claim and the reasons are obvious to me.

The most obvious reason American Home Shield would not want to litigate a claim is that in most instances, the cost to American Home Shield to settle a claim would be less than the cost to litigate. The average amount of a claim in the cases I found was $3,800.00. Two were for less than $1,000.00 and only one was for more than $10,000.00. I'm sure far more than the 15 homeowners who have filed lawsuits in Georgia have had their claims denied. American Home Shield wins when a claim is denied and the homeowner does not sue, which is exactly what American Home Shield is counting on homeowners not doing.

Another reason American Home Shield does not want to litigate is because the company does not want to have to defend its craftily drafted contract or its questionable business practices, which is exactly what it would have to do if a case went to trial. American Home Shield also does not want such information to become public knowledge, which is also likely to happen. Additionally, a judge or a jury would also be hard pressed to return a verdict favorable to a company that engages in questionable business practices.

The final reason American Home Shield does not want to litigate is because a lawsuit actually places American Home Shield in a precarious situation. American Home Shield would have a difficult time defending any claim by a homeowner because the company has no first hand knowledge about the claim; it would need the testimony of the service contractor who, for its own reasons, may be less than eager to testify. The only knowledge American Home Shield has is what the company has been told by the service contractor. And any testimony from American Home Shield about what it was told by the service contractor is hearsay and not admissible in court.

To defend a claim, American Home Shield would need to subpoena the service contractor who actually made the diagnosis to testify about the claim. If the homeowner has done his/her homework, he/she would subpoena witnesses who could dispute the witnesses for American Home Shield. The homeowner should subpoena one or more service companies who had been called either for a second opinion or to make the actual repairs to dispute the testimony of the American Home Shield service contractor. The homeowner might also consider locating one or more other aggrieved homeowners to testify about their problem with American Home Shield. Another good witnesses for the homeowner to subpoena would be a former service contractor for the home warranty company or a former employee of a service contractor.

Since American Home Shield has at least three significant reasons why it does not want to litigate, the best and easiest way an aggrieved homeowner can beat American Home Shield at their own game (and most likely any other home warranty company) is to file suit. The one thing for an aggrieved homeowner to keep in mind is that if he/she does not sue, the home warranty company will win. But if he/she sues, the homeowner will most likely win. And that is how an aggrieved homeowner can beat American Home Shield at their own game.

My advice to aggrieved homeowners is not to stress over a denied claim, the denial of a situation as an emergency, repeated band-aid repairs? or a delay in authorization or in the repair of an item. I would also advise a homeowner not to waste time arguing with American Home Shield but to set a reasonable deadline for the appropriate action. Upon expiration of the deadline without receiving satisfaction from American Home Shield, the homeowner should then proceed as if they did not have a home warranty and then sue American Home Shield for reimbursement. The homeowner should also remember to document every action or inaction by both himself/herself and American Home Shield. Although the disadvantage to the homeowner is initially having to pay for the repairs, the advantage is that the homeowner can choose the service contractor and the brands and quality of products. I won't guarantee all aggrieved homeowners will prevail every time but I have good reason to believe most aggrieved homeowners will prevail the majority of time.

For aggrieved homeowners whose claims were denied at sometime in the past, you may still be able to sue for reimbursement. To make that determination, the homeowner needs to research the statute of limitation for suing on a contract in their state. In any event, a homeowner should be safe filing suit for a claim that was denied during the past twelve (12) months.

Within the next six months, instead of reading homeowners stories about being scammed and ripped off by their home warranty company, I want to read stories about how homeowners turned the tables and beat their home warranty company at their own game. If anyone has any questions, I can be contacted at **. Good luck.

I paid to find that out myself when they told me that service person (joke) was very positive that all equipment can be controlled other than by switch on inside, that it was a luxauy have switch. I asked for refund of money paid for spa package and was told that they would do that and it hasn't happened. When I called today to find out when this will be done they told me that the last call that they received from me was in July so at this time, the answer is no. I have called and they simply don't have notes that say that I have (how funny) that they can lose info when it's in your best interest.

The unit continued to leak and called AHS again to report it. I spoke to a man named Pedro? from AHS who indicated to me that the company would send someone out there at no charge to me to repair the unit. I faxed him documentation of my receipts regarding the work that was done. No one came out, and a couple of days later, I was told by AHS that their company will not honor the warranty because the leak stems from not maintaining the unit properly.

I have paid for warranty service with your company for 3 1/2 years now and have always cleaned my air filter and my unit has been maintained properly. In addition, I paid $110 to have two visits from AHS to come visit and just tell me what the A/C and water heater pump problem had and no service was performed. They charge $55 for each visit regardless of whether something is done or not. This leak was not related to maintenance and I expected the company to repair my unit within 48 hours.

AHS needed to honor their contractual obligation. I told them, If this issue was not resolved within 48 hours I will have no other choice but to report your company. Furthermore, I will also seek legal action due to your company’s failure to meet its contractual obligation. I would have much rather AHS perform the necessary repairs without having to take other measures. By AHS following through on the repairs, I would have continued to be a repeat customer and would also be inclined to continue to recommend their services to other potential customers. But since they refused, then I took appropriate action. And obviously, I am NOT renewing my warranty with them nor would I recommend it to anyone! Their warranty is a bunch of B.S!

I also notified my State Farm Home Owners insurance. A man was sent out to assess the damage. The repair man for the a/c on the roof found the leak, a tiny piece which had broken out of PVC pipe installed to carry away condensation. This was fixed in minutes, and probably cost about a few cents in material. In the meantime, I now have water damage, which could have been mitigated had someone come the day I reported the leak.

Since I am 69 and a widow, living alone, I had no way to investigate and fix the leak myself, I was trapped in the situation of watching a small problem grow into a big expensive one. State Farm covers the damage, cost over $6,000! I have to pay $1,000 deductible charge. I am on a fixed income and have other unplanned expenses to meet. This $1,000 deductible is hard to tolerate, since I feel this could have been avoided had I had a quick response when I first reported the leak.

I informed the plumber about this and they told me that company policy was not to perform the $25 job only the $350. When I informed American Home Shield about this they told me there was nothing they could do. They would not switch my claim to another plumbing company. I called corporate headquarters of ARS plumbing to complain, they said they would call me back today but have not. AHS called the local ARS plumbing and was told that they would perform the less expensive job but they would still charge me $350.

What this means is that in order to have the water heater replaced or repaired by American Home Shield that I have to allow their representative to perform fraud on me. I wonder how many other people are being defrauded this way? I found another reputable plumbing firm who told me that to comply with the new laws they would install a $25 expansion valve on my new water heater. Why have insurance when American Home Shield works will allow vendors to overcharge and perform not needed work? What can I do?

When I asked the AHS representative initially what should I do with the food that started to spoil she suggested us to rent a replacement fridge or buy a ice chest or... throw a block party therefore the food will not be lost, but she kept telling us she cannot guarantee that AHS will find anyone to have it fixed soon. In two days the freezer completely thawed in the Kitchen while we were still waiting for a vendor to come to fix the fridge, we had to disconnect it to clean it and we had to pull it out of the kitchen into the garage because it made a mess on the kitchen floor and it was smelling badly.

Today is October 07 and somehow a vendor from Sears came to fix it. This technician told us that the tech who repaired the fridge initially actually messed it up and the whole compressor needs to be replaced this time. When he called for repair approval an AHS representative told us that we are not covered for refrigerators that sit in the garage. I tried to explain to her that due to the delay in service the freezer thawed and the food spoiled and all the melted fluids messed our kitchen therefore we had to pull the fridge out of the kitchen to clean and disinfect it but it's not a garage refrigerator. The representative kept saying that she understands but she cannot approve the repair. So, it's our fault that the fridge broke, it's our fault that the first vendor did a bad job, it's our fault that for a real emergent repair one have to wait for 4-5 days and it's our fault that we had to clean the poisonous smelly refrigerator out of our kitchen.

I told the understanding representative today who refused to get me a supervisor on the phone that this whole affair is outrageous and it elevated my blood pressure and I wished them a similar great service that they provided me in case that one of their appliances breaks. We believe that this is a case of severe lack of ethics. It's unscrupulous and morally abject to twist and turn the stipulations of a contract, not to speak about the disrespect towards their clients property. Ultimately we'll have to buy a new refrigerator on our own expense. We are disgusted with AHS business ethics and their services and we'll make every effort that none of our friends or clients which include the real estate agent that recommended us this company will conduct business with AHS.

He then told me that it would cost $2508.72 to fix the unit. He said it wasn't covered under American Home Shield because if I read the fine print it doesn't cover a unit that had been modified. He said a start kit had been put on it. I said it had not been touched and I purchased the house new. I also pointed out to him that I was on Social Security and Had bought the American Home Shield policy to avoid costly repairs. He then lowered the price by $600 saying the compressor was still under warranty from Lennox. It was an obvious rip-off.

I called American Home Shield about the rip-off company they had sent which tried to charge me for electronic air cleaners, warranty on the units, etc. They said they had to rely on what the technician said. He had walked out of my house with a check for $60 service fee and I still had a broken a/c unit because I wouldn't pay his fee.

They sent a company out for a 2nd opinion. He determined the compressor was out and said he would report that back to American Home Shield. I asked when I would know when the unit would be fixed, the technician said he didn't know. From what i've read and with my experience, I feel American Home Shield is a rip-off company. I am filing complaints against them and the a/c company with every consumer agency in Nevada and Las Vegas. so others will not have to go through this.

A week later another range arrives and it is dented, broken, had been beat up real bad. The truck driver opened the container and called his company. So, now I have been without a range for a month. We live in a very small town and in order to eat we must drive 15 miles or longer. I have no idea what AHS is going to do now or what I should do. We have been out lots of money to eat and purchasing special food to cook on the grill. The stove they have sent me is cheap - trimmed in plastic and mine was trimmed in chrome. I had a GE and they are attempting to replace it with a Hotpoint. However, the Hotpoints are always broken, dented, chipped, etc when they arrive. We have wondered if they are purchasing dented appliances and trying to push them off on their clients? Also, you can never talk to an administrator. It takes forever and forever. This way you are so angry and upset they can do whatever they want to you. We purchased this insurance as we are on a fixed income and knew we would have a very hard time replacing appliances.

We live in a city area with 250,000 - 300,000 people, and a service provider couldn't be reached? That's what the AHS reps are saying. I also asked the AHS representative (Stacy) how many heating/cooling contractors they have called and she said I cannot give out that information. It is now 3:00 pm and we have not heard anything. The supervisor we spoke with was also very rude and not helpful.

Working with American Home Shield is a nightmare. I can honestly say it is the worst homeowner's experience I have ever had in the repair category. The president of American Home Shield lives around the corner from us. People, if this company can't give good service in the subdivision where the president lives... I can't imagine good service anywhere else. We have not yet gotten our water bill but I know it will be super high. My newly grouted and caulked natural slate shower is now molded from all the moisture. Chemicals cannot be used on slate so the $450.00 spent on the shower sealing, caulking, and grouting is partially wasted. Making us wait 2 weeks with constant water flowing just to tell us they will pay for a part for the valve instead of a brand new valve is awful.

I'm having to pay a service fee each time they come out. My electric bill is higher than normal, due to the excessive running of the units. I've already filed a complaint with the company.

By the way, I had a very reputable person inspect this house prior to purchasing it. The only problem with any of the toilets is one was loose at the bottom but that was repaired. If the home inspector had found anything of significance I would have made certain it was fixed prior to purchasing the home. Basically, I have to pay $60 to have someone come out and flush my toilets.

I called customer service. The first person I talked to Vivian refused to let me speak to a supervisor. I admit my voice was rasied at my repeatedly requesting to speak to a supervisor and being told no this is not a supervisory issue. She said she'd put me on hold until I calmed down. I hung up and called and spoke to Ida who immediately put me through to a supervisor. Shameka was a very professional supervisor. I asked if I should call someone out the next time my toilet is clogged. She said there is no fee for the second check if something is found to be wrong. But wouldn't waive the initial $60.

Oh...by the way...years ago I had AHS on another house. The technician came out and disassembled one of our air conditioning units under the house but never put it back together again! That was a nightmare dealing with AHS over that!

$60 is a lot of money to pay to observe someone flusing three toilets. Now I'm facing calling another plumber at my own expense to get the problem fixed.