American Home Shield Reviews

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.

But five days later I heard nothing so I called AHS, they informed me they recinded their approval for a new unit and needed a different a/c inspector to look at my unit. Three days later this new inspector reported back that my unit was beyond repair and needed to be replaced. A week later, AHS finally approved a new unit. My unit was a Trane a/c unit. American Home shield only buys Carrier a/c units. However, Carrier does not make a unit that will work on my house without modifications.

American Home Shield told me that I would need to pay for the modification. I learned from the AHC a/c representative this modification would cost me at least one thousand dollors. The a/c repairman told me this morning they are waiting for AHS to contact them about how to get this modification piece. I called AHS, they told me the A/C repairman is working on it. This is not the first time AHS has lied to me It was three weeks ago today that I called american home shield that my air conditioning was not working and I am more hot today then ever

still figuring it out, but it will be in the thousands

AHS sent the original plumber, who then told us that we will now have to pay over $400 in earthquake upgrades. Things that were not told to us when he was out breaking the part in the first place. When the water heater was replaced, they replaced it with an American Water Heater. We have had to call AHS many times and they have sent the same company twice wtihin the las year. On the 2nd visit, the plumber said that now, because it was under warranty, we would have to get the part ourselves (again), which we did.

Now, they say that we have to pay someone to fix it. This is not right. We already had to call them so many times for this problem. This is the only thing that we have used our home warranty for, and even after paying the service fee, it isn't until after they are here that they tell us that they cannot work on that brand, fix it under warranty, or we have to get the part.

BEsides the fact that we have gone many weeks without hot water over the years, the time, trouble and many $55 services fees for this lousy service is not right. We just want out water heater fixed and since this brand is now under a class actgion, it would seem like the company would replace it at their cost, since it was their sole decision to put this brand in. We had no choice.

I then had the area cleaned up (for over $1600) and contacted the plumber. The plumber came out about a week later and told me that American Home Shield would not cover the repair of the pipe because he felt that it was installed incorrectly to being with. I called American Home Shield's customer service line and they told me it would not be covered. I emailed the president of the company and his representative told me it would not be covered.

So basically the service fee they charge is really a diagnosis fee, though the problem was already diagnosed. And they are really not a legit warranty company because they will not cover anything unless it's in perfect condition.

I've had to pay a $55 service fee for a plumber to diagnose a problem I already knew about. I had to be over $1600 to clean up my crawl space caused by a broken pipe. I haven't been able to use my master bathroom in two weeks.

I paid my $60 fee and they were going to take care of it. Comfort Wizard came out and didn't fix it decause it was the insulation or vapor barrier INSIDE the duct which had deteriorated and needed to be replaced. They couldn't hook the duct to the vent because of the safety issue. I paid $60 for nothing.

I called ahs and spoke to the denial dept who stuck by their decision not to cover the duct. I said to the man that the inside was a part of the duct. I don't remember anything in the contract that states the insides of duct work are not covered!

We have called so many times, requesting different repairmen come out, but the same company keeps coming out for service and we are at the point that we feel we are being scammed!! We constantly have to rearrange our schedules during the week because Temp Rite does not work weekends, which is unacceptable at this point!!

Because the heat is so unbearable we've had to stay either in a hotel room or at familys house to keep cool. We feel American Home Shield does not want to pay for a new unit and is just going to keep sending these useless repairmen to us. We also feel that maybe we our getting scammed on the repairmen end. We have no idea how to get this resolved at this point. This is ongoing since July! We feel someone needs to step-up and follow through on getting this permanently resolved without inconveniencing us any longer.

All we want is the air conditioning to be fixed permanetly. They keep telling us they fix it everytime and it may work for a week or so, but then breaks again at the most hottest time or the weekend when no one is available to help us!!!

When I inqured at AHS as to the excessive cost they stated they were not resposible for the extras I might add before I called AHS My husband & I researched the replacement costs of the Hot Water Tank at various stores & via internet. the replacement cost from any of the merchants , plumbing contractors etc. 750/to high 850.00 AHS was covering abolutely no cost of the replacement by our information.

When I presented all our findings to AHS and requested a second opinion since we thhough this plumbing co was way out of line. they informed me No I had to use that specific co. They informed me I had an option to cash out. (being with out water, the (water was turned off) was not an option. There cash out price $ 184.00!!!!! I don't know where they shop, but 184.00 does not a water heater replace! Our cheapest price we could fine for a Hot water tank alone was 570.00.

Well, we moved in and started work on our pool (replacing old equipment and replastering the pool, etc.) and in the middle of the repairs our pool guy tells us the gas line is not holding pressure and needs to be replaced. I called AHS and asked gave them the exact description of what was happening, where the pipe was and what needed to be done (per the pool repair guy). The girl checked with a supervisor and then came back and told me yes, it is definitely covered. They sent someone out and we paid the $60 service fee to have them out (even though we already had a professional diagnose the problem) and he was out here for about 30 seconds, looked at the pressure tester the pool guy had on it and agreed with the diagnosis.

Then, I get a call from AHS saying that is not something that is covered and by the way, the repairs will cost you $2400. What? So, I call AHS and ask them WHY it is not covered because I had already spoken to someone before scheduling the service call and they told me it WAS covered. THe girl on the phone was NO Help whatsoever so I asked for a supervisor. She was even less help than the first girl. The only explanation she would give me was that that specific pipe is not covered. Are you kidding me? I asked to speak to a manager and she got rude with me and said that I coudlnt speak with a manager because they would just tell me the same thing. I told her I didnt care and I wanted to speak with someone above her.

Then she said she could give me a different number to a different deparment manager and I told her I wanted to talk to HER manager. She would not transfer me. I aske dher name and she would not give me her full name so that I could speak to her manager. We paid EXTRA money for our policy to cover the pool and all the plumbing and gas lines and they totally ripped us off! I would NOT suggest having a warranty policy with this company. I honestly believe that AHS and the companies they have come out to do service calls are scamming people. They tell you something is covered and you pay $60 to have the company THEY CHOOSE to come out and then afterwards they tell you it's NOT covered, but you can pay that company XX amount to come fix it.

We just spent $15,000 to have our pool remodeled and now cannot complete the work and will not be able to use the spa or heater because we dont have the extra $2500 to repair the gas line that they refused to cover.

I asked the technician what happened and he explained vents and ducts fail after awhile do to wear and tear. Giving the age of the duct

this was not abnormal, rather it was normal. Simply put the intake vent wore out. Several days later, AHS denied the claim and stated Contractor had stated the vent failed for a reason other than normal wear and tear. This was odd to me given I talked with the technician and he stated the age of the vent caused it to fail.

My wife contacted Contractor. They confirmed the fact that AHS was informed the duct failed due to wear and tear. Moreover, Contractor stated they were very clear with AHS that the vent failed due to wear and tear. I then contacted AHS on August 25, 2008, and informed them the reason for denial did not correlate with my understanding of what Contractor had informed me and AHS. Despite requesting AHS to double check with Contractor due to a possible miscommunication, X (with AHS) stated Contractor was very clear.

Moreover, the ONLY thing she could do for me was get a second opinion. I asked her why a second opinion would be necessary when they could clear up their misunderstanding with Contractor. Again, I was informed my only option was a second opinion and Contractor

was very clear and there was no misunderstanding. I indicated to X that I was very concerned AHS was purposely misconstruing information from their independent service agents in order to deny claims, which I pointed out was fraudulent and against the law if I proved those claims in court.

(I have information this is not the only occurrence of deny vent claims.) She changed her position and then stated she would double check with Contractor. She also stated that her supervisor "Y" would contact me the following day. X would not provide her employee identification or information beyond her name. Nothing occurred on August 26, 2008.

On August 27, 2008, I followed up and spoke with Z. Z was more helpful than X. She stated, that she would contact Contractor and
confirm that Contractor stated the duct failure was not wear and tear related. After approximiately 1.5 hours she contacted me and informed

that I was right and Contractor DID find the duct failed due to wear and tear, which is what I stated from the beginning.

Z further informed me that AHS now wanted a second opinion. Z refused to give me the reason why a second opinion was necessary or
warranted despite several specific requests. Nor did she explain or acknowledge the original reason for denial was in fact improper. I again requested to speak with a manager. This was the second attempt to speak with a manager. I was again informed a manager would contact me

within "48 business hours."

At this point in time, I stated that AHS had a poor history with California Insurance Department with over 300 complaints per year on
average and I intended to file a complaint because of their actions in handling this matter. I also stated, I would look for an attorney to

represent me in this matter because I felt the claim was being denied in bad faith.

The following day, August 28, 2008, not receiving a call from a manager I again contacted AHS. I spoke with A who stated that she did not
know why a manager had not contacted me and put me in touch with a supervisor, "B." I discussed the Contractor report with B. B then stated that Contractor had "changed" their original finding. I asked B to clarify what he meant by "changed." He stated, Contractor had
changed the original report and, therefore, they could not acknowledge their original denial was incorrect. Moreover, he stated a duct could
not be "crushed" by normal wear and tear.

I then explained to B this was an intake vent on a large A/C unit, which constantly drew a massive amount of air through the particular vent and the vent had failed when the plastic holding the reinforced steel structure failed. B stated they contacted a company to provide a second opinion and that was our only option. I stated I was in contact with that company, but the times set forth were unreasonable. He stated even if the times they had available to inspect the A/C duct were inconvenient, so be it, he could do nothing.

He stated a supervisor would call me back in 48 business hours. This was the same thing I heard from X on Monday and Z on Wednesday.

The action of AHS is a deliberate and unacceptable denial of a legitimate claim. The main issue I have is AHS lying to the consumer about the service inspector's report. I have information that AHS denies duct work claims purposefully and has denied duct work failures caused be wear and tear. I believe that AHS punishes independent contractors that find warranty work.

So I agreed because he was the pro not me and it sounded logical. He told me that I would have to do the cash out option to do this work. He told me that he would put a 4 ton unit on the outside and a 5 ton coil in the air handler in the attic. So he and his crew come to my house and perform the work while I was at work, but my wife was home. I get there before they were finished and payed them for their service. The next day my wife calls me at work and says that she could not tell any difference,that the house was still 80 degrees inside and the unit has not shut off all day, just like the problem we had. When I get home I contacted Vulcan htg & cooling.

They came out 2 days later and told me that they had put to much freon in the new unit. That would solve the problem. It did not. So I call him again and left several messages that the problem was not resolved. He was avoiding my phone calls so I call AHS again and tell them the problem again. After several calls to AHS , Vulcan htg & cooling comes back out when nobody was home, and by the way this is 2 weeks later, to fix the problem.

I call Vulcan because I pass them going down the road . They came out to my home 20 min before our scheduled time. So one of his employees answers my call and said that the problem with my cooling problems was that my home did not have enough ventilation in the attic and they were on there way to find me an attic fan and that they would call me right back to give me the price.That is the last time I heard from them.

So I call AHS again and tell them the situation they said they would look into the problem and send another contractor to my home. 3 weeks went buy and no response from AHS, so I called a certified HVAC company. They come out and check out what Vulcan had done. What he told me was that Vulcan did not change the coil in the attic and it was a 3.5 ton and had a seer rating of 10. and the outside unit was a 4 ton with a seer of 13.

Vulcan did replace the outside unit but they did not do what I paid for in the attic.He also said it was against the law to put non matching seer rating together. I call AHS and tell them this and they said they were not liable. How can they not be liable when they sent out their Hvac contractor? Our home during the day is a least 80 degrees and my wife and I have a 18 month and a 5 year old burning up and sweating all day and trying to pay for power bills that is out of this world. This has caused a lot of grief and discomfort for our children and to ourselves.

When I called AHS they stated that the technician said we must have stood on the dishwasher door and that it was broken due to excessive force. I said that is ridiculous and why did the Active Appliance tech say he would return with parts and not state the purported problem to my wife. AHS said to contact the California Department of Insurance to file a complaint. My AHS contract renewed in May, 2008. Because my family and I have over 4 contracts with AHS for different homes, I decided to dispute their denial again. In June, 2008 I again called AHS and threatened to cancel all 4 contracts if they did not revisit their denial of the dishwasher repairs. They agreed to send out a different repair company.

On July 8, 2008, Universal Appliance sent their own repair technician to look at the dishwasher. The technician agreed with my wife that no one stood on the dishwasher door or abused it. He said he would return with the parts he needed to fix it and would call for a new date to fix the same. On July 23, 2008, AHS again sent a written denial of my claim, stating that the technician said we used excessive force on the dishwasher. I spoke to the repair comapny and they said they never stated that, but that AHS denied the claim outright.

Now they are stating that because the dishwasher was broken before my contract automatically renewed on May 5, 2008, it is not covered, as well as that the repair is caused by excessive force versus normal wear and tear. I have had a contract with AHS for many years. It seems that in the last year or so, they deny everything and then want us to pay a service call fee for no service.

My wife has had several bruises on the top of her foot because of the bottom rack falling out of the dishwasher when open. I have paid one $55.00 service fee for the April, 2008 service call that resulted in no work. I am now being billed for a $35.00 service fee for the July, 2008 service that is for the same thing. I have refused to pay it.

Tech came out and said he could not work on as the compressor/condensor that was attached to the TOP of the unit had cracked the frame and he was afraid of starting it up as it might fall in and go flying. Said he would order a new top. On Wednesday (this was Friday that he came out). I called them on Wednesday and was told that AHS would not cover the unit because of the cover! The manager informed them it was not wear and tear even though he never laid eyes on the unit.

We have no little kids so who would jump on the unit? Could it be the fact that it is 12 years old and Vegas gets to 120 degrees for 3 months a year-duh! We got on the phone with Jennifer and she said they do not cover the cover. I tried to explain that I was not calling for a new cover but the fact that my A/C was not cooling.

Jennifer claimed that her boss, Shane did not take calls from consumers and she had the last say in the matter.

At first, my wife and I were elated, because we had AHS Home Warranty insurance and it would be paid for. But AHS denied us, saying the compressor went out due to failure in maintenance. I went in circles with them over the phone, trying to explain that the AC was serviced 8 months ago. Ultimately they denied us and were stuck sweating it out in the heat.

Out of pocket $600-$800 for compressor replacement. Missed several days of work to take care of this situation.

Additionally, the local plumber said that the sewage discharge line needed to be replaced and their (completely inept) plumber said that there was no problem with it and plugged the floor drain in my basement. This week, that same sewage pipe (that supposedly had no more problems) backed up into my kitchen, laundry room and family room ruining carpet, floors, base molding and creating a horrific stench.

Now they are saying that I have no coverage because I did not renew my policy in April after I double paid last year and received no notice in reference to this.

Needlesstosay, I have to replace floors, carpet, molding and had to have a disaster clean up crew out to renew the infectous waste water in my house. I am considering legal action against them.

"Dear Ms. C: Enclosed please find a copy of the receipt from West Coast Chief Repair, an American Home Shield (AHS)-authorized contractor, in the amount of $6,300.00 for the installation of a heat pump condenser and air handling unit and a new, compatible, thermostat. I am also returning the voided check for $4,520.00 that was sent to me by AHS, which I did not request. It did not cover what it had cost me to for the installation work. For seven months, between January 2, 2008 and June 16, 2008, I asked AHS to do the job but was refused service. The check for $4,520.00 contained a printed statement on the back of it that said that by my acceptance of the payment, I was releasing AHS and that I would receive the payment as full and final settlement of any and all claims. I refused to waive my legal rights and, therefore, could not accept the check.

"For six consecutive years, I made the exact same request of AHS to repair my heating and cooling system. Each year, AHS sent a technician to make the repairs, however, it was not until January of 2008 that the technician from Crystal Air made the proper diagnosis, namely that the absence of the liquid line drier filter was the cause of the problem. Had the system been properly diagnosed and repaired and a filter installed six years ago, my system would still be operating and I would not have had to completely replace the entire system. This is not a contract issue. It is a liability issue. AHS had six years to properly diagnose the problem and install a liquid line drier filter. AHS dropped the ball and my heating and cooling system was destroyed in the process. The purpose of having home warranty insurance is so that when a problem occurs, it gets taken care of properly by the insurance company.

Crystal Air made a service call to my home on January 4, 2008. After they made the diagnosis, AHS sent me a letter, dated January 10, 2008, stating that, This letter is to verify that the repairs to the heat pump was not due to normal wear and tear (no liquid line filter installed on the condensing unit which caused the compressor to fail and the liquid line drier to go bad) is/are not covered under your contract with AHS. In response, I contacted Barb R., in the Executive Relations office, of AHS, on January 14, 2008. After she looked into my records in your computer and verified that I had, in fact, made requests annually since 2002, she agreed to have AHS pay for the heat pump condenser and the entire outside unit on the roof and the inside condenser as well as paying for the evaporative coil and bringing everything up to current government standards. When she told me that there were certain items that were not covered in my contract, I informed her that this was no longer a contract issue but rather a liability issue. Immediately following this conversation, AHS sent me a letter, dated January 29, 2008, stating that the cause of the problem was due to normal wear and tear.

After repeated correspondence from the California Department of Insurance, and myself, you sent me a letter, on April 23, 2008, giving me the option of having West Coast Chief Repair do the replacement job or being sent a check for what it would cost AHS to replace the heat pump condenser and air handling unit, including the waived amount. You stated that you would await my decision. In response, I sent AHS a letter, through certified mail, dated May 5, 2008, to the president of the company, David Crawford, directing AHS to arrange for West Coast Chief Repair to do the job. Subsequently, I received a letter from AHS, dated June 5, 2008, erroneously telling me that I recently chose the reimbursement or cash-in-lieu option instead of having the heating and/or air conditioning components replaced by an AHS-authorized contractor. In follow-up, I sent another certified letter to Barb R., in the Executive Relations office of AHS, dated June 12, 2008, informing that I never made this choice either verbally or in writing. Once again, I requested that AHS arrange for West Coast Chief Repair to do the job. I received another letter from AHS with a check for $4,520.00. This letter said that they were acknowledging my acceptance of the cash-in-lieu of replacement of my heat pump. I sent another certified letter to you, dated June 16, 2008, giving AHS one final opportunity to arrange for West Coast Chief Repair to do the job as I had never requested the cash-in-lieu option that I was given. AHS could have done the job for a reduced price whereas I had to pay the full retail price.

On April 23, 2008, you had sent me a letter, agreeing to have AHS waive $1,960.00 in non-covered charges, which would leave me responsible for $1,000.00 in extra charges based upon what another company, Ameri-Cool Heating and Air Conditioning, would have charged to do the job. Since Ameri-Cool was charging $750.00 for the rental of a crane and $150.00 for removal of the old unit, whereas West Coast Chief Repair was only charging $200.00 for the crane rental and $50.00 for the removal of the old unit, there was no logic to your offer.

Please forward a check to me in the amount of $6,300.00 for the repair job. Additionally, I was without heat all winter and I was without air conditioning until July 23, 2008. There were severe heat spells in Los Angeles during the spring and summer months and I finally boarded my cat, for daycare, for three days, at an animal hospital at the rate of $22.55 a day, or $67.65, so that she would not fall ill from the heat. I will expect AHS to pay for these damages as well. Further, while my electric bill decreased during the time when I was without heating, my gas bill increased to more than the decrease in the electricity. Therefore, I am also requesting reimbursement for utility bills in the amount of $133.07.

Lastly, since all of the technicians who came to my home mis-diagnosed the problem which, when went uncorrected for six years led to the destruction of my heating and air conditioning unit, I would like to be reimbursed for the service charges from 2002 through 2008, which, at $55.00 a visit, comes to $385.00. I gave AHS seven months to make good on its word to make the repairs it promised in letters to me. Instead, I was sent letters telling me that I had chosen a cash-in-lieu option, which you knew was not true. You have my letters stating to the contrary.

In my certified letter to the president of AHS, David C., dated May 5, 2008, I clearly stated that I wanted to hear from him in order to avoid having to settle this matter in court. Immediately after he received this letter, is when AHS began to send me letters telling me that I had chosen the cash-in-lieu option, which was not true. In my certified letter to Barb R., in the Executive Relations office, dated June 12, 2008, I stated that I would pay the additional charges of $1,000.00 in order to get the system repaired but that I still held AHS responsible for the damage to my heating and cooling system and that my payment must not, under any circumstances, constitute a release of the liability of AHS and that I reserved my rights to pursue action to retrieve my $1,000.00 from AHS.

Finally, On June 16, 2008, I sent you a certified letter reiterating my statements in the June 12, 2008 letter. The California Department of Insurance and I have given AHS every opportunity, over a period of seven months, to make good on this problem but to no avail. If I have not received my requested reimbursement, in full, for $6,885.72, within ten days from the date of this certified letter, I will have no other choice but to file suit in Small Claims Court to retrieve my expenses, as well as court costs.

They responded with a letter to me on August 16, 2008. The California department of Insurance has copeis of all of my communications with AHS as well as their communications with me. The Dept. of Insurance has seen a pattern of complaints about AHS which they are looking into. Once they have completed their investigation, they plan to post their findings on a website for all to read. As the result of my persisitence for 8 1/2 months, I finally convinced American Home Shield to reimburse me for the entire cost of replacing my heat pump system, including the items not covered in my contract, because this was a liability issue, not a contract issue.

My air conditioning can not be run in this time (Ever been in Houston in the middle of summer?), and I will have to shell out of pocket to have it fixed. DO NOT FALL INTO THE AMERICAN HOME SHIELD TRAP! THEY ARE NOT WORTH THE MONEY!

Well he calls this in to AHS and they refuse to pay the claim because they say it was caused by the water pressure. I argued that if that was the case then every hot water heater in this neighborhood should be out of commission. They would not listen to reason and refused to compromise even though I have been with them for several years. I find that this company is nothing but a bunch of false advertising.

They try and make you feel safe and warm by saying your covered but God forbid you need to actually fix something. Save your money and deal with the issue when you have it. Trust me, you are about $500 dollars ahead of the rest of us who bought into the idea that we were covered if something happened.

I am out of the money (est. $475) for the AHS coverage that they charge because they refused to refund me when I wanted my money back. They charged me $55 dollars for the service call and nothing was done and now I am having to look for someone to come and replace my water heater and the cost associated with the replacement and the work.

They sent another technician out for this second opinion which I still had to pay the trip charge. The technician didnt even inspect it as the first technician. This person just looked at it from the outside and said it was a manufactures problem. He also stated that he will make a report to A.H.S. and the company of my dryer. Well he did nothing!

We called A.H.S and they told us they wouldnt do anything since the second technician told them that it was a problem with the manufacture. I demanded that they pay since according to their legal binding contract, that they would cover ALL problems. However this isnt the case.

This ordeal has been for over 7 months now. I have yet to get my dryer fix due to the costs. I have to take our clothes 30 minutes away and wash them. It takes the whole day to wash since we have to let them pile for the end of the week for a family of 4. Sundays are basically laundry day and not the family day we use to enjoy.

My husband went ahead and called AHS and told them what happened and they dispatched Ray Stovall Plumbing to come on Wednesday, July 30, 2008. He was supposed to come but had his truck breakdown so they called to tell my husband this a little after 12:00 and made another appointment to come out on Thursday, July 31, 2008. Ray Stovall Plumbing finally comes out and tells my husband that we are not up to code with the hot water heater plumbing and he could do this for $615.00. My husband told him that there was no way that he was paying that much money to come into compliance with the code. He told him that he would have someone down our street come get us up to code and the guy said just to call him once it was done and he would come install the water heater.

So Ray Stovall Plumbing was paid the $55.00 service fee. In the meantime, we are trying to find out what it would cost as a cash out from AHS and they finally come back a week later telling us that they can only give us $210.00. I told them that this was not acceptable as the hot water heater alone would cost us like $359.00 and that is before taxes and not even including the labor of paying a plumber for the installation of the hot water heater. We continue to fight and call and call and call and then my husband decided to call Goodbee Plumbing in Covington on Saturday, August 9, 2008. The guy came out on Saturday and did the work for $200.00 and now we are up to code. My husband called Ray Stovall Plumbing and said that we were up to code and he was told that we were on the books for Monday, August 11, 2008. My husband did not hear from the plumbing company and tried calling, but there was no answer at all.

I decided to try to call from my office and a young lady answered the phone and I asked her if we were on the books for today and gave her all of our information. She put me on hold and then came back on the phone to tell me that they no longer install hot water heaters. I told her that this cannot be correct because he was just at my house not that long ago. She said I am sorry but we no longer install hot water heaters. I then called AHS and tried to speak with someone and they kept putting me on hold and then said that Ray Stovall Plumbing was not coming back to my home. I told them that he needed to come back to install the hot water heater and that I paid the $55.00 service fee and got nothing for it.

AHS told me that they could just give me the $210.00 cash out and of course we went back and forth. It has now been three (3) weeks since I have had hot water. I have to boil water for baths for my three (3) children; boil water for washing dishes; boil water to mop the floors and boil water to clean the clothes. I have pleaded and pleaded with AHS about the amount of money that they want to give me and have threatened to sue them. They still will not do anything. It is so frustrating dealing with this home warranty company. I would never tell anyone to go with AHS nor would I tell anyone to go with Ray Stovall Plumbing. The work order/invoice that I got from Ray Stovall Plumbing stated that I also needed 2 dielectric unions and when I had the other plumber come out, he said that we did not even have this. Ray Stovall Plumbing refuses to come install the hot water heater and I believe it is because he does not want to face us.

I would never ever recommend anyone doing business with AHS or Ray Stovall Plumbing. The fight still is going on with AHS. They are telling me that they do not have another plumber that can come install my hot heater and that I need to take the $210.00 cash out. I just cannot believe that they only have two plumbers that are in my area that do service calls for them. Actually, Ray Stovall Plumbing is in New Orleans and Bayou Plumbing I think is in Abita Springs. I had someone tell me that I should ask AHS is they use AC Power for contracting jobs. I decided to call them myself and asked if they did work for AHS and the girl said yes. Well, well, well, so much for not having anyone else that can come out to install a hot water heater.

AHS knows that I am on to them. They are just trying to get me so tired of fighting that I will take the money and I refuse! Both my husband and I have been under extreme stress. Having problems sleeping and the left side of my neck is constantly hurting. I work an hour away from my home and have three children and it is very very difficult trying to get everything done with school in effect now, etc. I just want my hot water heater fixed so that we can go on with our lives!

Later that same day, the scheduler from Brokaw called and said "sorry we missed you" and then continued to explain to me that on a "call ahead" that if they do not get someone, they do not go to that appt. Had this been explained to me BEFORE it happened, I might have glued the phone to my hip. Then she asked if I wanted to re-schedule and I said sure. Her response was "well, are you going to be there?"

At that point, I hung up. I am leaving out SEVERAL details but that is the jist of it. I have NEVER dealt with anyone so rude and inconsiderate in my life. If they do not want the business, then they should remove themselves from AHS contractor list. NEVER, NEVER will I deal with them! Bryant Heating & A/C came out soon thereafter and was very pleasant and helpful. Just extreme frustation in being spoken to in such an UNPROFESSIONAL manner!

We had a problem with a blocked toilet and received a letter from AHS saying it was no longer covered by the contract because the plumber they sent out said a foreign object had been put down it. This was not true. They sent an incompetent plumber who tracked muddy footprints on our newly cleaned carpet, had no rag to hold his plunger or auger in, dripped dirty water all over the floor and carpet, and did not unclog the toilet.

Our water heater needed replacing, but they refused to do so. They said the water heater was installed incorrectly and this was what caused the problem. The company AHS sent out was the one who installed it. This was the final straw that caused us to cancel our contract.

It wasn't until my husband wrote a letter to the State of California Dept. of Insurance that they suddenly were responsive to our water heater situation. I would get so stressed with each repair that was needed. A few years ago I had to wait 6 weeks for a part for my 3 year old washing machine because AHS would not get the part from Sears and used some other distributor. This gives you a clue of the type of customer service they provide.

The stress of having poor customer service does not make AHS worth having.

Aug. 4, 2008 the unit was still giving me problems. The air was not blowing and it completely stopped working. I put in a service request and no one showed up until Aug.7, 2008. I had to call them had I not done that they would not have called me or come out. The technician, Michael from Camelot heating and Air assessed the unit. He stated that there was corrision to the motor and coiling and the unit needed to be replace. He also stated that the heater had to be condeemed due to the hadzous condition. I asked Michael how long will it take to replace the unit he stated he would be back on Tuesday, Aug. 12 if AHS had the part, unit in stock. He told me to make sure I contacted AHS myself on Friday because he would submit his report to them that day.

On Friday, Aug 8, 2008 I contacted AHS to find out what was the next step in the process. That is when the rep. told me that I was denied a new unit. It was due to lack of maintenance. I told them that was not what the tech told me. So, they stated that I needed to called the technician back and have him to resubmit his report. I called the company back and the opererator read the tech. report to me and it never stated maintenance as the issue. As a matter of fact after several calls to AHS and the contractor I finally got some honesty from the contractor. He stated to me that AHS had no intention on replacing the unit. That they ask a series of set questions to the tech. That the tech. never gives a full description of the problem. That AHS makes their decision based on the outcome of these questions.

The opreator for Camelot stated that AHS is not concern with their customers and that I should seek legal counseling because AHS does not care about their clients. He stated what they told AHS as the problem and they are refusing to replace the unit. He said since I was not his client it wasn't much he could do to help me. On the other hand if i was his client he could have the unit replaced by Tuesday for $2600.

So far, I have bought 2 window units at $100 and $150. On portable unit for $400 plus the two service fees $110. I also have been a customer since 2006 at $480 a year. I told AHS I would seek legal counseling and the supervisor in the authorization dept. LAUGHED at me...he stated good luck trying as if they are untouchable.

I have a one year old in the home, I have no running water. American Home Shield nor this company seems to care. Today is now day seven no with the items not repaired and no running water.

I pay American Home Shield $50 each month. I paid Dodson Plumbing $55 and his has not fixed anything but he did break an item. I am a Social Worker, and knowing my job, my child is at risk of being taken. I do not have running water in my home, so their for that could be an open Child Protective Service case.

We appealed these charges to AHS and we were again contacted by AirMasters, who told us our charges were now reduced to $400. Even though we thought the charges were still too high, we needed a working system so we authorized the repairs. On June 16, 2006, Repairmasters, sent a repair crew to fix our air conditioning system. They replaced the evaporator and associated parts. We paid AirMasters $400.

In January of 2007, we called AHS and reported our air conditioning system was making noise. We told AHS that we wanted one of their "best" contractors to check the work performed by AirMasters, and AHS sent Arrow Mechanical Heating and Cooling to look at the system. Arrow Mechanical found the system was overcharged and the piston in the coil making the noise. The repairman pumped down the system, checked the compressor, and recharged the system. He noted the system "makes noise on pulldown". The system was still making noise and not operating properly, so we again contacted AHS.

AHS then sent RepairMasters back to our home to look at their previous work. RepairMasters found a restriction in the evaporator coil they had previously installed and told us we would be contacted by AHS. We were contacted and told RepairMasters would be out to replace the coil at no charge. My wife and I questioned AHS on sending out a company that had tried to outrageously overcharge us for "non-covered" items and services, and then had done sloppy work resulting in debris left in the system that caused the new coil to develop a restriction. AHS told us their policy was to have the original service company correct their work. We commented that we didn't think that was a good policy but agreed to let RepairMasters perform the work. Repairmasters returned on February 20, 2007, and replaced the evaporator coil, replumbed and resealed the plenum, checked the pressures in the system, and left.

On August 13, 2007, we again noticed our system was not cooling. I checked what I was able, and found the condenser cooling fan was not running. we again contacted American Homeshield, who this time dispatched Budget Mechanical to our home. They replaced the cooling fan but the unit was still not functioning properly and, after consultation with AHS, Budget Mechanical replaced the entire condenser/compressor unit on August 16, 2007. American Homeshield declined to renew our home warranty, which expired October 31, 2007.

On August 1, 2008, our air conditioning system failed again. We contacted American Homeshield and their representative told us they would do nothing. We then contacted Budget Mechanical, the service company that installed the compressor unit, and for a service fee of $89.00 they sent a serviceman who tested the system and told us the compressor had failed, probably due to junk in the system. Budget Mechanical told us that, although the part was covered by a manufacturer's warranty, we would be responsible for the labor and associated parts and that it would cost "in the neighborhood of $600 to $700 dollars.

We again contacted Customer Service at American Homeshield, reminded them that the service and parts had all been handled and performed while covered by their service contract but the representative still maintained they would have nothing to do with us. We are without air conditioning and the temp is in the 100's. My wife is disabled and I am retired. This is no way to treat people!

Crystal Air made a service call to my home on January 4, 2008. After they made the diagnosis, AHS sent me a letter, dated January 10, 2008, stating that, "This letter is to verify that the repairs to the heat pump was not due to normal wear and tear (no liquid line filter installed on the condensing unit which caused the compressor to fail and the liquid line drier to go bad) is/are not covered under your contract with AHS." In response, I contacted Barb R., in the Executive Relations office, of AHS, on January 14, 2008.

After she looked into my records in their computer and verified that I had, in fact, made requests annually since 2002, she agreed to have AHS pay for the heat pump condenser and the entire outside unit on the roof and the inside condenser as well as paying for the evaporative coil and bringing everything up to current government standards. When she told me that there were certain items that were not covered in my contract, I informed her that this was no longer a contract issue but rather a liability issue. Immediately following this conversation, AHS sent me a letter, dated January 29, 2008, stating that the cause of the problem was due to normal wear and tear.

After repeated correspondence from the California Department of Insurance, and myself, they sent me a letter, on April 23, 2008, giving me the option of having West Coast Chief Repair do the replacement job or being sent a check for what it would cost AHS to replace the heat pump condenser and air handling unit, including the waived amount. They stated that they would await my decision. In response, I sent AHS a letter, through certified mail, dated May 5, 2008, to the president of the company, David C., directing AHS to arrange for West Coast Chief Repair to do the job. Subsequently, I received a letter from AHS, dated June 5, 2008, erroneously telling me that I "recently chose the reimbursement or cash-in-lieu option instead of having the heating and/or air conditioning components replaced by an AHS-authorized contractor."

In follow-up, I sent another certified letter to Barb R., in the Executive Relations office of AHS, dated June 12, 2008, informing that I never made this choice either verbally or in writing. Once again, I requested that AHS arrange for West Coast Chief Repair to do the job. I received another letter from AHS with a check for $4,520.00. This letter said that they were acknowledging my acceptance of the cash-in-lieu of replacement of my heat pump. I sent another certified letter to them, dated June 16, 2008, giving AHS one final opportunity to arrange for West Coast Chief Repair to do the job as I had never requested the cash-in-lieu option that I was given. AHS could have done the job for a reduced price whereas I had to pay the full retail price.

On April 23, 2008, they had sent me a letter, agreeing to have AHS waive $1,960.00 in non-covered charges, which would leave me responsible for $1,000.00 in extra charges based upon what another company, Ameri-Cool Heating and Air Conditioning, would have charged to do the job. Since Ameri-Cool was charging $750.00 for the rental of a crane and $150.00 for removal of the old unit, whereas West Coast Chief Repair was only charging $200.00 for the crane rental and $50.00 for the removal of the old unit, there was no logic to their offer.

I was without heat all winter, beginning in January of 2008, and I was without air conditioning until July 23, 2008, when I paid West Coast Chief Repair to do the job. There were severe heat spells in Los Angeles during the spring and summer months and I finally boarded my cat, for daycare, for three days, at an animal hospital at the rate of $22.55 a day, or $67.65, so that she would not fall ill from the heat. I will expect AHS to pay for these damages as well. Further, while my electric bill decreased during the time when I was without heating, my gas bill increased to more than the decrease in the electricity.

Therefore, I am also requesting reimbursement for utility bills in the amount of $133.07. Lastly, since all of the technicians who came to my home mis-diagnosed the problem which, when went uncorrected for six years led to the destruction of my heating and air conditioning unit, I would like to be reimbursed for the service charges from 2002 through 2008, which, at $55.00 a visit, comes to $385.00. I gave AHS seven months to make good on its word to make the repairs it promised in letters to me. Instead, I was sent letters telling me that I had chosen a cash-in-lieu option, which they knew was not true.

They have my letters stating to the contrary. I am now going to take them to Small Claims Court and asking for $6,885.72 plus court costs. I am just waiting for the green certified recipt card to come back in the mail from the letter I sent them. I gave them ten days to respond before I took action.

In my certified letter to the president of AHS, David C., dated May 5, 2008, I clearly stated that I wanted to hear from him in order to avoid having to settle this matter in court. Immediately after he received this letter, is when AHS began to send me letters telling me that I had chosen the cash-in-lieu option, which was not true. In my certified letter to Barb R., in the Executive Relations office, dated June 12, 2008, I stated that I would pay the additional charges of $1,000.00 in order to get the system repaired but that I still held AHS responsible for the damage to my heating and cooling system and that my payment must not, under any circumstances, constitute a release of the liability of AHS and that I reserved my rights to pursue action to retrieve my $1,000.00 from AHS. Finally, On June 16, 2008, I sent them a certified letter reiterating my statements in the June 12, 2008 letter. The California Department of Insurance and I have given AHS every opportunity, over a period of seven months, to make good on this problem but to no avail.

The economic damage totals $6,885.72. I was without heat all winter and without air conditioning for hal the summer when Los Angeles had severe heat spells. After taking my cat to the animal hospital for daycare for three days to protect her from the heat, she has become fearful and hides under my bed when she sees me getting ready to leave for work in the morning because she fears that I will take her to the animal hospital again. she is a normally easygoing cat who is not skittish at all. Now, she has developed this neurotic behavior.

three months of living elsewhere

i started to complain to the ahs rep before he transferred the call because i new i would not get him back on the line. i asked if i could cancel my contract with them and get my money back. he said i could cancel but not get my money back. i told him this was the second time that i had problems with their service. the last time and my first time i requested a repair it was refused and i was not satisfied with the lack of service i was getting from them

he put me on hold again and told the contractor that i was not having air conditioning problems and cancelled my order. i told the contractor that was not true and she said she just talked to the ahs rep and they told her to cancel the order. this was done out of spike because i specificially asked him if i could cancel my ahs contract. since they got my money they have been completely worthless and rude. i struggled to pay for my contract and don't feel like i am getting my money worth. i have to end up calling my own repairman out plus pay them the $60 service fee.

have to pay 2 fees and i have alread paid the complete contract fee plus wait longer for repairs. the air conditioner stopped cooling on friday and a repairman will not be out until wednesday. i was not asked if i had anyone in the house with a medical problem or if an elderly person lived here. they don't care.

On 7/27/08, my air conditioning goes out. I call AHS and the contractor comes out the next day. The following day I get a voicemail from AHS stating that the claim is being rejected because of lack of maintance. I call them and explain that I have performed maintance (filters, cleaning) during my one year of ownership. The rep states that the maintanance has to occur for the life of the system, not the life of my ownership. I ask to cancel the renewal because I explained to the rep that that explaination could be applied to the entire house. I was told that the cancellation would take 7-14 business days, and I would receive something in the mail stating the outcome.

I am very disappointed because AHS does not require inspections prior to insuring a property, and the contract makes you feel like you have some security from major expenses. Even with the cancellation, they will probably find a reason to keep some of my money. If that is the case, I will file a compliant with the BBB.

I have had to open another credit account to finance the $5K to install a new system. I did not use the contractor that AHS sent out because I do not trust their work at this point. AHS made that determination with the knowledge that I had a 2 year old child in my home, and there was a heat wave at the time. I'm glad that I have not put a lot of money into renewing the contract with the assumption that AHS would actually replace something as expensive as a heat pump.

Additionally, the contractor that I am using gave me a 13% discount so I could stay at $5K and purchase an energy compliant system that uses the new 410A refrigerant. If AHS had approved my claim I doubt they would have been worried about energy efficiency or new refrigerant requirements.

They were busy the next day but came the day after. The tech was nice and knowledgeable. At this point, we're waiting for the new pump to come in, and the tech is to install it - my cost was $55 for the service call. i was allowed to upgrade if i chose, but his prices were high so i'll still to the no cost repair. while this is not yet complete, i expect it to be within a few more days. The pump cost more than my annual warranty; the speed for someone to come was great, and i didn't have any hassles or run around -

in short, i am quite pleased with AHS and wished to provide a counterpoint - i have no doubt the other folks who posted did have bad experiences - however mine was great, and it mirroed that of my cousin who has AHS and also needed a pool pump replaced (last summer)

I'm ahead of the game - the replacement by AHS will be more than my premium - in other words, AHS was good to me, and i'm thrilled - i hope others have as good a result.

The problem persisted even after the lapse of many days. At my request, AHS sent another contractor to fix the problem. Its rep. opened the wall and found that the water pipe inside it was leaking. He repaired it. I called AHS to assign a contractor to repair the wall. The contractors rep. came and seeing a block spot? on the floor of the laundry room, he told me that it was mold? and that until it was remedied to his satisfaction, he would not repair the wall.

I hired a Restoration Company at a cost of $1,125.00 and then a Hygienist to certify that the mold? was cured. I paid him $540.00 for his certificate. After the remediation was done, I called the contractor to come back and fix the wall. Every time he told me that he would be coming the next day, but he did not show up even after his third promise. I called AHS and their rep. also called him three times. Frustrated, I demanded that AHS assign another contractor for the job. Whereupon, I was told that there was only one contractor in my area and that since the contractor, despite his repeated promises, is not taking up the job, AHS will cash me out? and that I can have the wall repaired by a contractor of my choice.

AHS offered me $60.00 for the repair of the hole in the wall that measured 4x 5.6?! Is there any contractor, who can repair a hole of this size in the wall for such a sum? I declined the offer. It is the ridiculously low compensation AHS are willing to pay to the contractors that stands on their way to taking the jobs they are supposed to do on their behalf. In fact, it was my second bad experience; the first one being: after keeping me waiting for almost two months, AHS agreed to pay me $85.00 for putting a new Garbage Disposer in my kitchen! I believe AHS above practice is unfair. I will have a judge of the Small Claims Court take a look at it and prove me wrong.

They then called then Company and said that someone would call me back. They never did. I called them. I spoke to one of the bosses. He told me they couldn't find the invoice. I told them I had my copy. So, he came out the same day and looked at the tub and said the valves needed to be replaced and they would order the parts.

Well, finally on 7/28/08, someone came out to replace the valves. They ordered the wrong parts. I'm still waiting. I'm thinking about canceling my contract. My water and light bill is higher because of this problem.

I called AHS (American Home Shield (and placed a service request. # 134892582). They marked the request as emergency and were willing to give me an outside authorization as they couldn't get hold of any plumber. But then they got somebody and a plumber came on Saturday (Jersey Plumbing Company, # 908 281 7101). After looking at the situation, he called AHS and was kept on hold for 20 mts. He left because he has to go for another job. I keep on calling AHS and there were no positive response. The plumber gave the pricing on Monday and I continued calling AHS and the rep told me that it with Jeff at authorization dep't of AHS and he will respond soon.

Anyway Jeff didn't responded and I again called and this time the supervisor told that it's with Jeff's Supervisor and that person will call me shortly. I have been repeatedly told that somebody will call me but nobody did from authorization dept of AHS. I continued calling but with no result. Then on Tuesday, MTP Plumbing Company called and they said they are coming for 2nd opinion. I have leave job and go to home to attend them. They looked and they reported the problem.

I keep on calling AHS for an answer as the situation is getting worse but with no response.

On Wednesday, I continued calling and then learned that it's with Evalin J. at Research Dept of AHS and she will let me know. However the rep told me that "no to be quoted", that she is planning to deny the request. I got the phone number of Evalin's and called up and waited for 20 mts to get to her but she was on the phone (as told to me). I have been told repeatedly that somebody will call. I explained that situation is very bad, water is leaking from the tank to my basement, and my families (2 kids) have left the property because it's unhealthy and dangerous. But no response from AHS.

Its now 2.30 PM on Wednesday, I have called a plumber to get it fixed at my own expense. However for the harassment, metal torture and the pain I went through for the last so many days, I intent to take legal action on AHS and want them to compensate. I have noted down names of few supervisor (Judy, Ashley, Petra and in fact spoke to manager, Trice on Tuesday at 3.34 PM, July 29, 2008). I can't express that how dejected I am and regret taking coverage from AHS. Its. 3.05 PM, July 30, 2008 (Wednesday) and still no response from AHS. Repair of pumps ~ $3,000 Leaving the property, pain and suffering of my family, loss of time in calling, mental harrasment, damage to the property: $10,000,000

No one showed up until 11:15AM. Service person stayed until 12:45PM and said that the compressor was shot and because my unit was over 21 years old, it would be best to replace the condenser and coils instead of the compressor because of the age of the unit and the extended warranty that you get with a condenser. Said he would put the call into AHS about the service. AHS calls me back to tell me that the service is not covered because the tech said that the compressor went bad because of lack of maintenance which is not covered per some bogus section code. I told her that my unit was 21 years old and the tech told me it was because of the age of the unit, but she said that is not what was reported and they will not cover it. After a few choice words, I told her that I would get a second opinion.

Three guys came to my house today and said that the unit appeared well maintained in a clean area and the reason it went out was because of age. We have had several other things go out in our house and almost every time, the service is not covered because of some made-up reason. We held onto the contract in the event that the A/C did go out. I agree with the rest of the posters that I should have saved the money and used a quality service tech who would do the job the right way. $480/year for 4 years is down the tubes. AHS is such a scam and their service techs are shotty. By the way, those other A/C techs I called for a second opinion came to my house within an hour of calling. AHS customer service is rude and it is difficult to deal with them.

$3600 for a condenser and coils that I will have to pay out of pocket. The ability to sue AHS...priceless.

I immediately called AHS for service and they assigned it to a local service tech in my area. Knowing AHS well, I didn't wait for the tech to call me rather, I called him immediately and told him that a service ticket was coming through and could he schedule me ASAP. He let me know that he was a one man show and he was going out of town on vacation for two weeks and would not be able to do the repair. I called AHS back and let them know. They tried to find another AHS certified repairman but could not. After much trouble they allowed me to search the phone book and find a repairman myself. I did this and got him out that very day. His recommendation was to replace the unit due to age and the nature of the repair. This was declined by AHS and he was told to fix the unit.

He ordered the parts (took four days) then made the covered repair. Once the initial repair was made he found another problem with the unit. He was told not to fix it, that AHS would get one of their contracters out to make their own assessment. Several days later, the AHS serviceman went to the unit and made the same assessment. For some reason that person also could not do the repair so they sent another qualified repairman to the house and he said the only thing wrong was that a cap was loose and we needed freon. He obviously didn't check the system as within 24 hours my renter was calling me very upset that his AC was out again.

From my first call until the AC was fixed it took over 2.5 weeks...in the middle of summer. I told AHS that my renter has a heart condition and this fell completely on deaf ears, they just didn't care. The company that originally diagnosed the problem said it could be fixed in 2 days. Now I had to open another ticket and start this process again. I called AHS and let them know about the problem. They sent out the contractor who fixed it last but he couldn't fit us on the schedule for 2 days. I asked for permission to find another outside company but was denied, even after talking with a Supervisor. I had to wait the 2 days.

Once he finally made it out to the house, he had to order another part and we waited 3 more days for it to come in and another 3-4 days for him to install it. The air went out again shortly after it was repaired. I called that one in and it was repaired within 24 hours. The overall lack of communication, poor service, understanding people, and bad business practices, etc. all add up to one very unsatisfied customer...me!

Damages from this one repair: 1) I had to buy a window AC unit and a fan for my renter: $475.00 2) I put my renter up in a hotel for 5 days: $500 3) I deducted $400 in monthly rent due to the 4 weeks of problems that he experienced 4) I made 4 trips to the house which is 1 hour each way to meet contractors, put in window units, etc. 5) I paid my renters electric bill for the 2 months at approx. $300. Luckily, my renters heart condition didn't get worse through all this or I'd probably get sued by my renter, and you could be sure that I would drag AHS into the lawsuit.

On Sunday the next day we waited around and no show. My wife called the 5 times and went through the ranks and was lied to by everyone she spoke with. I was telling a friend of mine what was going on and he had a friend that owns his on A/C business which is 50 miles away. Hid friend agreed to come and look at it since it was so hot and I have small children. He came and replace the part which was only $25.00 and just asked I pay for his fuel which we figure was only $25.00.

Day three has come and gone and we have yet to see someone from American Home Shield. On Sunday evening we called them back and got the same run around so we asked for a number to the corporate office and email and was told they did not know either. 72 Hours have past and the temp has been 100+ every day. I will talk to someone in charge at this place.

Not only that, no one even called us to give us the report or diagnosis. WE called them. (They said that someone was going to call to let us know eventually.) Now it is 100 degrees here and we have now been without air going on 2 weeks. I am paying for a contract which serves NO PURPOSE, along with a $55 dollar service fee and getting worse than substandard customer service, etc. I can certainly handle yearly maintenance on my A/C - lets face it, it stays outside and will get dirty. Pulling weeds around the unit, hosing it off and having someone check it out yearly is necessary.

My unit was working perfectly, blowing cold and hard just before it went out. I have asked to have someone else come out today to reassess the unit for another opinion. Hopefully things will be resolved, but just like I read earlier--they may go with the initial service diagnosis. I am a single mom with 4 children and animals. I have a service contract on my home for a reason. HELP SOMEONE! this is ridiculous.

I belive that the service contractor has contacted American Home Shield because it is work and money for them to replace the compressor. We are just getting a run around from AHS becasue they don't want to pay out any money for replacing anything.

The temp. has been near 100 degrees just about every day since the A/C unit went out and living here in Atlanta, GA there has been a health advisory out every day also to stay inside do to the high heat index. It has been unbareable trying to live in this heat.

Second experience: my frigerator stopped cooling. AHS sent first repair man, he got it runnin again, it worked for about a week, I called, they sent another repair man, he so called fixed it. It ran for about 2 weeks. I became frustrated and went out and bought another frige. I, after all, have had to replace groceries twice by then. Strike two!

Third and last: I sit here on Sat. evening after waiting for a Plumber from All Pro Plumbing since Thurs. afternoon when he literally ran out my house saying I have to get a part and will be back in an hour. I have not heard from him, or ALL Pro Plumbing, and have made numerous phone calls to AHS from which I get the run around and one empty promise the plumber is scheduled to be here 8a-1200noon. that was this mornig. I was irate and told AHS that I would get my own plumber and I will be sending them my water bill for these days that he left water running in my tub with no way to turn it off. (the faucet is in pieces on the floor) STRIKE 3 AHS IS OUT!

NOW, I THINK WE SHOULD FILE A CLASS ACTION LAW SUIT, ANYONE KNOW A GOOD ATTORNEY? After reading letter after letter, I would like to call the TV station as well.

Loss of alot of money in premiums, which I will get back one way or the other as well as purchasing a refrigerator and half a dryer.

The second tech said that these units just sometimes fail and it was not due to poor maintenace. BUT AHS WILL NOT COVER IT SAYING THEY ARE GOING WITH THE FIRST TECH,S ASSESSMENT! I have contacted 20-20 who will hopefully be doing a story on these sham companies that promise warranties but just actually take your money and nothing else!Also I am looking into legal action against American Home Shield, they need to be stopped and put out ob business!

Paying for the compressor replacement myself $2500!

It was later recommended by an electrical technican to install an electrical quick disconnect also. Working as a Mechanical Engineer in the Navy and having a background in Facilities Management after retirement, I new this made sense. I authorized the repairs at a cost to me of $400.00 +.

7/25/2008 The same problem has came back, a 60 amp breaker is tripping on high heat days. I called AHS and requested service. The following day an A/C Technican showed up and stated that the A/C condenser was dirty and can make a compressor over amp and cause damage to a compressor windings. AHS had a second company provide a second opinion and they stated Condenser and coils are 30+ years old. The evaporator coil was dirty. A/C Unit tripping beaker due to old age and dirty coils. Recommended Replacing Unit. AHS denied claim, stating improper maintenance of A/C Unit, thus causing the compressor to fail. AHS further stated they would not cover the A/C Unit under warranty, until I replaced the compressor at my cost.

I have spent approximately $450.00 a year for 10 years, totaling $4,500.00. If I would have put the money in the bank and let it draw interest...I would have had enough to purchase a New A/C Unit with money to spare. Instead I am stuck with a 30+ year A/C Unit that as qouted by AHS in their contract has Become inoperative due to normal wear and tear. AHS states they will not replace the A/C Unit, due to lack of maintenance.

will install a New A/C Unit at my cost. I will not renew AHS contract. Lesson Learned; Use the money you would spend on AHS and have your A/C Unit serviced annually. Take what is left over and save it, for replacement.

about an hour later I receive a call from plumber #2, who I assume is plumber #1. he is lost and needs directions. a short time later he arrives and he seems to be in an extreme hurry. he contacts AHS and they begin arguing about who was supposed to be here doing this job. so he decides first come first serve and begins ripping out dry-wall. he locates the leak, fixes it, charges me a 75.00 co-pay and runs out the door (I am not kidding when I say runs). I am left with a huge hole in the wall and the mouldings broken up lying on the floor. He calls me up about 5 hours later and tells me that AHS will not cover any other work on this job !

After another 2 days of arguing with AHS they send a dry-wall man over, and according to him, he was told to only do 100.00 worth of work. He stood there looking at all this wet and damaged dry-wall and shook his head. The job needed to be done right and all the wet dry-wall needed to be removed due to possible mold issues. He called AHS back again and was instructed to slap a 16 inch piece of dry-wall over the hole and leave! I instructed him to go and I would try to do it myself.

AS FAR AS I AM CONCERNED AHS SHOULD BE SHUT DOWN AND ANY ONE WITH A POLICY SHOULD BE COMPENSATED. THIS IS CRIMINAL AND SHOULD BE LOOKED INTO. HOW CAN THEY GET AWAY WITH THIS?

I had another contractor look at the damage and they gave me an estimate of around 1800.00. I have photographed it and am trying to fix it myself!

I told her I understood and appreciated that, but I couldn't wait that long. I called AHS and tried to either get the service upgraded to emergency or get an alternate contractor from their list that could get out here today. They refused to upgrade it (saying that even the temperature would not allow an upgrade) and would not let me have an alternate contractor because the contractor was within guidelines to come out tomorrow.

They absolutely refused to help me in any way and would not let me speak to supervisor, claiming that they were supervisors. I said that was fine, I understood they were doing what they could, but the answer was unacceptable and I needed to speak with someone else who was a manager over them. They still refused, telling me that the managers can't take incoming calls, they can only make outgoing calls. ARE YOU KIDDING ME?!?!?

Upon further investigation, he told me that the thermal sensor was bad and he needed to change the felts on the washer. He came back again and told us he already changed those items. Few weeks later we called this company for the same initial problem and another technician came out who also told us the dryer duct was clogged and there is nothing wrong with the dryer. Seems like "Clogged Dryer duct" is every tech's way of getting out by not fixing it. Again i showed him the paperwork and told him the Dryer ducts were cleaned. He asses the dryer and told me he needs to replace the thermostat, the thermal sensing unit and felt pads. To my surprise i told him the tech from the same company had already changed it on his last visit.

He once again stated that there was no work done previously on that dryer. He came back a week later and changed those parts he mentioned to me and this time i asked him to leave me the old pasts for my verification. I called back again today and told him that the dryer was still not heating and that he needs to come asses it again. They told me that they have closed the case and that i need to contact American Home shield. When i called American home shield they said that the tech had reported that there was no mechanical failure to the dryer that that the dryer was heating properly. He also reported that " Customer was using heavy cloths with metal buckle in the dryer that was making it not heat and get stuck"

When he came to test out the heater, i had 2 towels, 3 underwear and 1 white stripe shirt. My white stripe shirt got stuck to the dryer because it has buttons on it. Now they are not willing to further fix my dryer. This is just an understatement of the problems. I have not mentioned about their staff and scheduling issues. The tech tells you he will be there between 1-3 and shows up at 11:30. another time told me he will be there between 2-4 shows up at 4:30! This is on a weekday, so i have to take a day off for him to come fix my dryer. I eventually had to purchase a new Dryer and waisted 500 on insurance company.

We call and seek another company and while AHS does comply, AHS gives these companies 4 hours to respond. Today, it is 104 degrees and this is what has happened. Each time someone fails to respond, we have to seek another company and another 4 hour window begins. My husband's office is in our home and the heat is unbearable.

We were forced to stay in a hotel because by the time AHS got someone to our home, the repairman could not get the needed part due to the time of day. AHS won't reimburse for the cost of the hotel. My husband had to cancel business appointments to stay at home in case someone showed up.

They informed AHS of the problem. They called same company again to our house and they did nothing. Now they are trying milk us out of more money by saying their repairs are not covered. The heat index here is over a 100 and I am asthmatic. They do not care.

We had to buy a window a/c to cool one room it which 3 people eat and sleep for the last 2wks-$265. $75 for a 2nd opinion. $55 for AHS $300 for takeout because it is too hot to cook. $880 for a reputable a/c tech to complete the job. $100 in meds for asthma

With my newborn baby in my home already disrupted/displaced for over 7 days, I begged for an alternative solution, but was dismissed by AHS. Asked for possibilities from vendor and they had a unit in the area that could be installed prior to July 4th weekend if paid up front. Rather than subject my son/wife to any lengthier delays, I opted for the vendor option and reimbursement from AHS. Now they are offering only half of the actual cost incurred, not including mental/physical stress.

Could have been addressed quicker and full replacement avoided. Over 2200 spent on new unit and 200 on temporary window unit

When I called out to Service Connection to set up an appointment, I guess I was asking too many questions and the representative on the line hung up on me. I then had to call American Home Shield and have them call on my behalf. I had Service Connection come out on 5 different times (6/23, 7/3, 7/12, 7/14 and 7/17/08) to fix the same plumbing issue. Over the course of him coming out the issue became worse. The last time he came out I asked him; "Now what!!" He left and stated that he was stumped and stated that he will be contacting his office. I never received a call from the boss nor the office.

Another plumbing company came out and completed the repairs properly. I purchased a part from one of the local plumbing shops thinking that would make a difference in getting the job done. I was told by the plumber not to call the company anymore because he was coming out on his own time. I also called American Home Shield and requested for someone different to come out to the home and was told that this request would be honored and it was not. This whole ordeal was unacceptable.

After my MANY phone calls to AHS, AHS called and said they could give me $200 towards a new oven or have the needed control rebuilt but it would take 6 more weeks. I said to rebuild it as what good is $200 towards a new oven? Again, the tech did not call or come. Finally, AHS offered to replace my oven with a GE black, bottom of the line (value $700) oven. I told them their warantee says similar features. The GE was in no way comparable. They requested proof of the features on my oven, which I supplied.

After I complained to the BBB, their next offer was for a GE oven 3 wider than my existing built-in, again in black and w/out the same features. I researched and found a Kitchen Aid that I would accept. They said they would allow $1000 towards a new oven but I had to buy the oven, have it installed, supply proof and in time I would be reimbursed $1000. I don't have the money to do this so I am stuck. They will NOT return my phone calls.

Again, I requested that they return my cost of the insurance and the service fee but they are refusing. I have not had a functioning oven since mi-April!

Finally, my pipes to my pool sprung a leak and my spa heater quit working. The Pool Company came out and stated that because my pop-ups to my pool were not working, this caused an increased pressure in the pipes thereby creating a leak at the sensor unit for my chlorine goldline system. The water leak leaked onto my spa heater and short circuited the the board and also casued the blower fan to break. He said it was not covered due to the trace back to the pop-ups.

Well I explained that I knew a little about pools. I also told him that I had replace the gears for the pop-ups less than 3 months ago and all my pop-ups for working just fine. In my opinion, the pool is over 8 years old and the leak was caused by age and sun.

I have now called my pool company out who in fact verified that the pop-ups were working just fine and that the leak was caused simply by age and break-down. The spa is also very old and I told the worker that the service lite had been coming on recently. I have disputed their findings and now have a second pool company called Golden Pool to come out on Wednesday.

Its really not the money, its simply the stark reality that this protection company is a scam. They never ever cover anything that breaks. I paid extra because when I bought the house, I knew things were 8-10 years old and I wanted to have things fixed that broke. I have yet to have any item that needs repair fixed by this Company. I plan on taking this to all of the regulatory agencies and I have documented everything in writing and by pictures.

I have now spent over 5 thousand dollars fixing things that this company has refused to repair.

The most annoying practice by the Insurance company is that the employees would not give their names. However, on 7/18/2008, I was lucky to get Ms. Danielle on the phone who gave me her first name but when I asked her to give her last name, she transferred me to her supervisor's voice mail.

The economic damage is that I was sold an insurance policy by a company who refused to render services that I paid for.

This sounded suspicious, and we contacted two other H&A companies. We were given quotes much less and had the AC unit replaced for $1,500. AHS denied the claim stating the unit had not been properly maintained. The unit was 21 years old and had been maintained by our son. He maintained H&A units for a chain of apartment complexes.

The servicemen that looked at this unit all stated it had been well maintained, that is why it had lasted so long. Knowing the unit was old I would accept the $600. However AHS stated they never agreed with their serviceman to pay $600. AHS has refused to pay any part of this expense even after being told that three techincians would testify that the unit had been properly and well maintained.

After the claim was denied we stopped paying any fees to AHS. We have now been turned over to a collection agency who is attempting to collect $320. When contacted about this AHS advised this is computer generated and they can't stop it. This morning we received a call from a appliance company saying they had been contacted by AHS to repair our refrigorator. We have not turned in any claim since our claim has been denied in April. We replaced our refrigorator months ago since three attempts by AHS's service company had failed to fix the problem. We feel we are being harassed by AHS for our attempts to get them to uphold their contract.

We have been out $1,500 and have been turned over the a collection agency for non payment of $320, which we stopped after our claim had been denie. We are worried that our credit will be damaged. We feel we are being harassed by AHS.

When it came time to renew my contract, I sent in the first payment to renew. I then started researching AHS, and found that others had been having problems with them as well. I decided to cancel my policy. I sent an email with no response (I sent an email earlier about sending them a payment, and got immediate response, imagine that). I thought it was taken care of. I received a notice in the mail later that I needed to pay the balance within 30 days or I would be turned over to collections.I called and spoke to a representative, and he said it had already been sent to the cancellation department. I asked him about the notice about collection, and he said not to worry about because I had already been sent to 'cancellations'.

I received a letter in the mail 2 days ago from a collection agency. I called AHS, furious. After talking to 3 or 4 people, I think I have handled the situation. I am writing a letter to the collection agency, hoping it is not in vain.

So, he came again on Thursday June 12th and found cooling gas was leaked and the motor was not working after he made some sparking sound from the outside unit while testing it. He came again on Friday to change the Motor and charged the unit with gas and never bothered to check the attic unit for any leak, even though I told him that the same problem was there in the last year too. Unfortunately the cooling stoped the next day. So we informed the AHS and in turn AHS send him. Meanwhile I noticed the lousy work he had on the previous day (the condensor for the new Motor was hanging on the grill/ net of the outside Unit. On his next visit he agreed to assemble the parts in the proper way on my insistence. after doing all work in the outside unit he went up in the attic (the first time during this compalint). at this time he found heavy leak on the attic unit and told that it needs replacement.

For the same, need access to replace the unit from the attic and denied to get in touch with any general contractor to make opening to replace the heavy unit from the attic, eventhough I requested him as usually all the Air Conditioner contractors have(needed) such contact to do their work every time this kind of problems. But he insisted to make our own arrangements to make access.Because of his delays and irresposibile attitude I requested any other contractor, which AHS refused to do so. AHS was offering cash out, of $1000.00 just the cost of the unit( no labor or any other payments they make to their regular contractor). It took ten days for him to submit the report to AHS, which inturn delayed several days (Actualy they are Harrassing us by this delay to repair an Air Conditioner for 40 days in the Summer Season, Which causing lot of incovenience (unexplainable)to me and my family) of unusual delays. there are several days passed with several excuses without any final result. Since the June was over and the temperature was going up, it is very difficult to live without air conditioner; I was repeatedly in touch with AHS.

Due to the Contractors negligence and irresponsibility till date AHS representatives are not able to give a definite answer about when the A.C. is going to be repaired. I feel that the Contractor is purposely harassing us with this delays and excuses, in turn AHS too. I wonder, is this the Home warranty AHS providing to the Customers all over United States? (From June 08th till July 16th the Air Conditioner is neither repaired nor have any sure date. Also surprising is after listening to all this from the customer, AHS still want this contractor to play around to spoil the reputation of AHS (I wonder whether do they have any such.) Why are They still relaying on this contractor to get the job done? In the Summer time an air conditioner repair is pending for more than 40 days and still AHS is depending on such an irresponsible contractor.

If anyone attending to my grievances please think of you in this situation without an air conditioner for more than 40 days in the peak summer. Is there any one there to listen? Please send some other contractor, so that BreezHVAC do not create any further problems for us or even any major lose to us( I fear from this person). Please Help Us, We have small kids at home too. Already 40 days without air conditioner. Please help us.

On Saturday 07/12/08 I called AHS to infrom the openning is going to be done on Monday 07/14/08. Ahs told me to inform BreezeHVAC, so, I called and talked to Borris. He in turn told me to come and se the access is good for his to do the work. Unfortunately this time too he never bogthered to call. As I have hired a carpenter to do an openning( a permenent one) who made an openning on Monday 07/14/08 and waiting for Big guy the Ahs Contactor BreezeHVAC till 16th( the time of this.

Yesterday after several hours with the AHS persons they told me after contacting contractor they told me he will be at my home on 07/16/2008. Back to the matter-Unfortunately till 2:00 pm neither Contractor nor AHS contacted me. So, as I am the person in need, I contacted AHS and been with them for about 1hr. 30min. and told that the Same contractor is going to come today by evening. At around 4:30pm I called the Parental company of AHS inturn they transfered to AHS, has to hear the same song. And may be after the call from AHS the contractor BreezeHVAC called me and he is coming to my home but canot give any time. IS there any one can help me this work done before the summer over? Still have the ceeling openned, waiting for the AHS Contractor.

I'm out $55.00 for the service fee.

So he calls when he is ready to install the new fan July 15th 2008 he comes to our home and takes down the old fan and begins to tell my husband he was not going to be able to install the new fan because the old one was put up wrong. He told my husband he could fix it for 85.00 my husband said no.

Do you know ths guy took our old fan down and left it in the middle of the kitchen floor. He said he was not going to put it back up. I called AHS they told me they were going to call me back,but they did not. I called them back and spoke with a stupidvisor I was told they would call me in the morning. My husband has MS and God forbid he falls over the fan.We will be cancelling our contract.

We have no lights in our kitchen so, therefore I am unable to cook when I get home. We dont have money to continue to eat out.

I also have provided you with my cell number so if AHSreally wanted to contact me they would have tried the alternative number.I NEED THIS PROBLEM TO BE RESOLVED! I do not want to further deal with Aaron plumbing, because I have no faith in them as professional contractors and do not wish to have them in my home. I have a ceiling that has fell through because the problem is with a pipe in the ceiling. I brought this to the plumbers attention and he still decided that rodding was the way to correct the problem. Ther carpet below the ceiling has beed damaged as well. Also I have a newborn baby in the house that has to inhale the drywall that is beginging to mildew. I have spoken to AHS on numerous occations and they tell me each time they will check into the problem and call me back and they have not resolved the problem yet. I NEED HELP

I kept calling AHS and kept geting the run-around. I told them that I needed a stove and it just sitting in the middle of the floor and we cant use it. The guy call and offered to hook it back up but said he is waiting for the part. Today is July 14,08 and the part is still not in and the stove is sitting in the middle of the floor and i.am still getting the runaround.

I even ask for a new stove or work out something AHS home sheild said that they are not responsible for delays. I ask what is considered a reasonable delay and i was told by rude customers service rep that they couldnt answer that mamam. It cost a lot of money to get out especially if you are a dieabetic like i am. Could someone please help me on this issue.

I spent a lot of money eating out . I have to eat food that is easy to eat and store in the frig. It is causing my blood sugar to rise because i,am getting junk. It is causing a lot of stress on me . I kept calling AHS and i use my cell phone as my home home and its very costly because iam using my mintues

When the unit stopped working the repairman that was sent told us that we had done everything we were supposed to but the previous owners probably did not care for the unit properly. Therefore the compressor stopped working and we would be responsible for the full $1,700 because our warranty refused to cover.

We have paid over $800 for a warranty that does not cover the sole purpose of buying the warranty as well as paying $1,700 for the repair.

My experience with American Home Shield began oh last summer when a very uneducated contractor came to my home and decided that pieces of our outside A/C unit needed to be replaced without ever looking at the attic unit. So we were ok with that until AHS called and told us that the cost of upgrades and disposal would be $250.00 which was a great surprise to us because the man that sold us our contract quickly explained that they did not cover upgrades but never explained the costly amounts that they would be. When I asked AHS what ugrades they were doing they simply replied "wiring".

So my husband and I put off the repair until Febuary of 2007 when J&L heating and air came back to our home and performed the upgrade. We then assumed our problem was solved but we were wrong the man that came out did not charge the compressor supposedly so third time out the compressor was charged then while he was out he decided we needed the fan replaced so that was replaced. So the unit should be cooling now right. WRONG! The unit was barely blowing any cold air so another call to AHS the same company returned he finally crawled into the attic and "fixed the leak" and this time the A/C was cooling for three days when I walked into my daughters room and notice my ceiling sagging, water pooring onto my carpet and this day just happened to be Memorial Day and AHS would not get anyone to come out and service my unit although they had escalated my status to an emergency due to my infant.

So the day after Memorial Day TKO Air Conditioning and Plumbing came out to my house and "Cleared the clog" they said was causing the problem and they said the A/C was fixed. We had cool air for about a month until last Thursday I heard a dripping noise coming from my daughters room I wakjed in and the ceiling was leaking again. So TKO plumbing and AIR returned and said that the Coils need to be replaced and that will fix the problem however they didnt clear the pan or the lines so I still had no air because everytime I turned it on Water would pour from the ceiling.

So today they returned to my home and installed new coils. Problem supposedly fixed. Wrong again! I walked into my daughters room less than ten hours after the problem was supposedly fixed and her floor is soaked the my ceiling is hanging about to completely fall through. Seeing as this is a direct result from contractor work my insurance company is not liable and it is currently 90 degrees on my thermostat but only because that is as high as it goes. I called AHS and was escalated to a supervisor named Rosalinde who was supposed to take care of my problem. While I was explaining my issue she started talking to someone else in the room and sounded like she was eating something while she was on the phone with me. She then told me that they had two hours to get back to me with someone who would be out to fix my A/C. They never called!

I called them at 9:00 and they said yes that TKO had responded and would be out in the morning. That does nothing for my situation tonight. My husband and I have spent countless hours taking off of work, relocating our children for nights and even taking turns sitting in the car letting the air blow on my children so they wouldn't over heat. Is this what you call taking the hassle out of home repairs? I need to know how anyone has gotten reimbursed for there horrible work since they supposedly have a satisfaction gntee AHS IS A NIGHTMARE WITH SHOTTY CONTRACTORS

today I spoke with 2 people before I finally asked to speak with a supervisor. I explained my situation and I was told that I made the service request on line and the web doesn't indicate coverage or not. I did actually speak with a person and for them to say that made me feel like they were calling me a liar. I was on the phone for about one hour but finally AHS agreed to waive the service fee. bottom line: I won't renew my contract after reading all the AHS complaints and after the experience I had today - however I am happy they waived the service fee, but I had to ask for it.

Dream Team showed up, evaluated the unit, and decided that it would be necessary to replace. The unit is more than 21 years old, and it is more than likely on its last leg. Dream Team submitted a claim to AHS, and AHS let us know that the claim was approved and that our out of pocket cost was going to be $445. Dream Team faxed us an estimate for almost $1,395 to do the job. We called Dream Team to explain the increase. They said they would call us back, but never did. We called AHS, who said they wanted to know why these charges increased, and they said that Dream Team was not communicating with them either. I asked AHS to switch the contractor, but they said they could not.

We called Dream Team at least 6 times trying to get this clarified, but they refused to reciprocate any communication. Even though AHS did not get any communication either, they proudly stuck by this contractor that in actuality was nothing but a nightmare. My wife finally got through to Dream Team, and they had no apologies, accountability, or explanation for this behavior. Shame on them and shame on AHS for not backing up their customer!

So far, we are not out yet, but we are having to scramble with finding someone to fix this. We paid AHS for the year, which was considered into the budget for this sort of thing. Not sure why I am paying AHS if in the end all I am doing is paying it out of my pocket anyway.

Well, after a very busy month our freezer was still not freezing but we were unable to get AHS called to send someone back out within our 30 day guarantee period. So, we called for service again. Paying another $55 service call and a contractor come out. He told us that our coils were dirty and needed to be cleaned. This would cost an additional $35 but I agreed to pay. AHS would not cover this.

After the coils were cleaned our freezer was still not freezing. So, we once again called AHS to send someone out. They sent another contractor out who told us that our fan was out. He stated he would order a fan and call us when it came in. We had an appt. between 11 and 1 when the fan was finally in. On the day of the appt. at 3:30 we finally called AHS and asked where the contractor was. AHS called and had the contractor call me. He stated that he did not know he was suppose to replace the fan even though they had called an set the appt. to put the new fan in. He said he would be here later that night. He would have to look at the freezer and let me know if the fan was really what was wrong.

He finally showed up about 8:30 that evening so I had been waiting for 7.5 hours. He said that it was not the fan. He said that what we actually needed was a coil. He said that he would be back the next day to put in a coil. He did not come. So, the next day I called and scheduled the company to come again. They were scheduled for a Thursday. From 1:30-3:30. No one came. By 7:30 that day I finally gave up.

I called AHS and they said they would send a different contractor to come out. I recieved a call on a friday from a contractor. He asked me what was wrong with my freezer. I told him that I had been told that the coil needed to be replaced. He said he would come out but if it needed a coil he didn't do those. So, once again I am still with out a working freezer. This would put us at 6/27/08. The first contractor was out on 4/22. Not to mention the countless hours I have spent on the phone thus far with AHS, contractors and waiting in my home for someone to come service the freezer.

But, my story does not end there. So, I had another appt. for someone to come out to look at my freezer. He comes. He is late but he comes. He says that we need a new compressor. This is on Thursday, July 3rd. He will contact AHS immediately and let them know. He is not sure if they will replace the freezer or fix it. He will let us know. So, on Thursday evening I still have not heard from AHS or the contractor. I wait till Saturday July 5th and give them a call. They have not heard from the contractor as to what is wrong. So, they place a call. He is not available to talk with them. He will have to call back and they will call me. 5:OO pm.

I have not heard from anyone. So, I call. The contractor has called and they will fix the compressor. I ask when this will happen. AHS does not know. They say to call the contractor. So, I do. He says he will order one and let me know when it is in. I ask him when this will be. He said probably wed. And then rudely asks me if I have a compressor? I obviously do not since I am not a repair man or I would have fixed it myself back in April. So, as of today July 5th I am still with out a freezer and have only a promise from yet another unprofessional contractor that he will come out on Wednesday morning to replace my compressor in my freezer.

I spent countless hours on the phone with AHS. Waiting for contractos and still do not have a working freezer. Some of my food has spoiled, I missed events with my kids to stay home and wait on contactors that did not show up. I am very angry and would like to cancel my AHS service but can not until this problem is resolved.

We finally had an honest plumber who came in today. He told us they (a previous AHS plumber) had installed the cheapest toilets and that we needed new toilets that would have a good flush (with force behind it, not simply relying on gravity). We also needed raised phlanges with the tile (which we had previously paid on our own dime $375 to a prior AHS plumber!).

He then contacted AHS and began to tell them what the problem was. When the AHS rep realized that he was speaking in to them in front of my wife (every other plumber would leave the house when calling AHS for authorization), they told him to leave and they were not approving anything at that point.

I spoke to over 4 different representatives from AHS and many supervisors. This is where the last supervisor left it, "Well, I really don't know what the problem is. You'll need to have Ray (the owner of the company our honest plumber works for), come out there and look at it and then get back to me".

I'm a soldier in the Army. I lost half a day dealing with AHS and have lost hundreds of dollars.

This time in asking for service on my pool filter it's been a flat NO. My primary pool technician (12 yrs of service), and the AHS contractor who works for AHS have called and basically pleaded with AHS that the equipment is faulty, is so old that no replacement parts are available to service, they would not be surprised if the metal filter tank blew up and caused great damage, etc. etc. etc. I'm at wits end at what to do.

I use the policy premium as the price I pay for not having a man around the house (big smile). Also, I live in a small town, and they will only use one technician to handle all the services--can't get a second opinion. The other pool companies in town have refused to do business w/AHS.

Our AC stopped producing cold air on a Sunday afternoon. I called in a claim. When the assigned contractor failed to call me the next morning, I called them. No answer. I called American Home Shield, who in turn called them while I was waiting. AHS said the contractor was busy, but would call me later that day (during triple digit outside temperatures). The contractor, Avalanche Machine of San Diego, didn't call, so I called them directly. This time, I got an answer and they said the soonest they could get someone out would be in two days.

I called back AHS and asked if they could transfer the call to a different vendor and they said no. Two days of blistering heat later, a cranky Russian immigrant shows up, and in broken English starts setting up to deny the claim by saying that my previous tune-up technician "failed to clean the condenser coils (clean, by the way), with a special chemical". He checked the freon, said it was low and refilled. I told him that the levels were fine two weeks earlier, but he just shrugged and left without performing any further testing, satisfied that cool air was now blowing from the registers.

After 5 hours and barely a two degree temperature drop inside the house (it was actually cooler outside than it ever got inside), I called back requesting them to come back out. Another two days of intense heat goes by, and the same Russian shows up. He checks the coolant levels, says that there is a massive leak, then gets on the phone with the AHS adjuster and gets into a ******* match with them. The rep told him to find where the leak was coming from. "Who is going to pay for this test?", the Russian demands. After AHS said that they'd pay, he reluctantly conducted the test, determined that the compressor/condensor unit needed replacement just as he had surmised and received authorization from AHS for a new unit. There was no way for them to deny the claim. The tech told me that there would be "non-recoverable costs" that I would be responsible for, totalling maybe $250-$300.

However, Avalanche Machine took days to get this figure into AHS and only after I called and raised hell after the Avalanche rep told me they would need $960 from me, PAID IN ADVANCE with my credit card over the phone, before they would scheduule the installation date to put in the new unit. Since we are experiencing a massive heat wave, and the following week had the 4th of July holiday was coming up 8 days later, I asked them to please schedule my installation for the day after the new condensor arrived, early the next week, because I knew that they were slow to respond to service requests and thought that if I booked the appointment far enough in advance, I could get it installed before the holiday. Avalanche refused, stating that it was against their policy to schedule the installation before the replacement condensor arrived, even though they knew the day it was arriving.

I left a message for the owner, a different Russian, asking him to please schedule the installation, citing concerns about the short week ahead and because my wife is menopausal, suffering from hot flashes, and I was trying to get the new unit installed before the long holiday weekend. He never returned my call. Well, the condensor arrived a day earlier than expected, so I called the schedule the installation. They won't put it in until after the holiday, more than two weeks after the AC went out, even though they had 3 business days to get it done before the long weekend. AHS would do nothing to assist. We cannot sleep at night and have been miserable and even feeling ill at times from the intense heat.

AHS should not use contractors that cannot handle the work load. Additionally, this contractor now wants $670 for the non-coverable costs (down from the original $960 they demanded), including $250 for an "electrical upgrade to meet code" and $120 for a pad for the condensor, which we already have. There have been no changes in our codes since the house was built, except that the SEER rating must now be 13. These added charges are just to pad the contractor's profit margin.

I refused to pay a nickel of this $670 in advance, however, and the dispatcher said that I'd have to pay the installer before they commence any work. I intend to file a complaint with the Better Business Bureau, the contractor's license board and the California Department of Consumer Affairs as soon as the installation is complete and we have cool air again. For now, they have me over a barrel, which is just how they like it.

Later, AHS Sales Marketing contacted me about improved customer service and better coverage on home repairs. I decided to give AHS the benefit of doubt; I took out a new contract. I was assigned two contract numbers. I took out this policy because I am a disabled veteran. I am unable to perform these repairs myself. I requested a service call from AHS on June 29th, 2008. Under dispatch #, the contractor came to the house, inspected and perforated the duct work by about 2 feet. There is currently a 10 ft section of duct work detached from the foundation, laying on the ground, and corroded. This is the area the previous questionable contractor had worked on in July 2004; when they replaced the coils. The contractors actions further compromised the integrity of my sealed a/c duct; subjecting my family to health hazards due to air borne contaminants. The contractor stated it will be at least a couple of weeks before I could return.

Based on a poor referral from the contractor, yet another unqualified contractor, AHS has denied this claim. I am requesting that my contract be cancelled effective immediately. If AHS had sent a representative to the home in 2004, this poor repair job could have been detected; preventing this corrosive damage. I put a stop payment on the check I issued the contractor. Based on poor customer relations, I think American Home Shield is obligated for this payment of $55.00. Ill have a reputable company come to perform the damage repairs. I can't understand why the Arkansas State Attorney Generals office doesn't intevene to protect its residents from this scam. California has filed a class action lawsuit.

My family is subjected to a health hazards due to air borne contaminants being pushed through the damaged duct work. My 6 year old son has to take weekly allegy shots, and doesn't need this type of exposure.

As a disabled veteran, I am unable to physically perform these repairs. Reluctantly, I was willing to give AHS a second chance and the benefit of doubt. Afterall, the AHS sales pitch was we have expanded our coverage and improved our service. Being vulnerable, I renewed my contract with them a second time. July 2008, I again requested a/c and was sent yet another substandard contractor to assessment to my a/c unit. During the 2004 failed attempted to repair my unit, the duct work as left unsecured and laying on the ground under my house. The duct work has since corroded. During the visit, the new contractor perforated the duct work, leaving a two foot gap. Refusing to perform temporary repairs, he left saying it would be at least two weeks before he could return to perform the final repairs.

Later that evening, I was notified by AHS the claim was denied. They reason stated was "The duct work wasn't properly installed". I reminded them this defect was a result of the poor quality of work I received from their contractor in 2004. If AHS had sent a representative to my house in 2004, to validate my claims, the corroded duct work would not exist under my house today.

I am having problems finding another A/C company willing to perform the repairs.

I phoned the AHS representative and specifically emphasized to them that while the furnace/air-conditioner were both functioning well, they were old and could need servicing at any time. The representative assured me that this was no problem and that the age of the units was not an issue. I enrolled in their plan and paid the first monthly premium.

Shortly after enrollment, my a/c compresser began to make odd noises and I phoned AHS to ask for a service call. There was no indication that there might be a problem with coverage, and they assigned a local a/c company to make the call. The serviceman arrived on time and was hugely informative, telling me that the compressor was dirty, a condition that had lead to excess wear on the motor, which he recommended be replaced. He indicated that he would have to phone AHS to gain approval to do the work, under their warranty. He said, however, that I should not be surprised if they turn you down because your policy is so new.

Though the policy states that a/c units are not covered for the first 30 days of the policy, I was not told this when I had my lenghty initiatl discussion with the representative, nor during the call to request service. In fact, I was not aware of it when I made the service call because the policy only arrived the day after that call. At no time when I phoned AHS to ask for a service call was I asked the date of my contract, or advised that the a/c would not be covered.

I told the serviceman to make the necessary repairs to the unit, and that I would pay for it myself and deal with AHS later. When I spoke later in the day to the AHS rep, the issue of the newness of the policy was never raised. Instead, they indicated that the lack of previous cleaning/service of the unit indicated that the motor was a problem long before I bought the policy and was, therefore, considered a pre-existing condition that was not covered. Again, these limitations were never brought to my attention when I had the lenghthy first discussion with the AHS representative. Had they been, I would not have bought the policy.

The repairman cleaned the unit and replaced the motor, at my expense. Before he left, I asked him if he'd seen this sort of situation before (refusal by AHS to pay a claim), and he smiled and said, yes, all the time.

I promptly called AHS to discuss the matter. The service representative said that she did not have the diagnosis sent in from Greenway yet, so they could not discuss if the repair would be covered or not yet. I asked if they would call me when they knew something, and she said yes. I waited until late afternoon and called AHS back. The lady I talked to this time told me again that they did not have the diagnosis sent in yet, but that they would call me when it was in. I got no call, so I called them back Thursday morning June 5. This time the lady told me that they have 48 hours to send in the diagnosis, and there was nothing that they could do about it. The temperature this week in Tennessee was mid 90's and unpleasant! I got upset and asked to speak to a supervisor. The supervisor told me that she knew the manager of Greenway personally and that she would call them and have and answer for us within 2 hours, and then she would call us back.

About 4 hours later, I called them back. The service rep I got this time said there was no diagnosis sent in yet. I had to re-tell everything one more time, just to get the same run around. But they promised they would follow up on this and call me back. Of course there was no call. We called back Friday, and then waited until Monday and called AHS again. Every time they said the diagnosis was not in and that there was nothing they could do about it.

On Tuesday, June 10 I called twice more. The gentleman that I spoke with said the same thing, I asked to speak to a supervisor. He told me that all the supervisors were on other calls right now. I said I would hold, but he said that was not allowed. I said I was not going to hang up, because no one ever called me back, that they were all liars. He said he was a man of his word, and that he would personally follow up on this and call me back. Well, he did call back, but only to say that the diagnosis sent in was incomplete, and that they were trying to contact Greenway to get more information.

The next morning, Wednesday, June 11 (after 11 days with no air in 95 degree heat) I called AHS again. They said that Greenway was on the line now sending in the diagnosis, so they would know something soon. I asked could they please call me back as soon as they knew something, and they said yes. No one called so I called back 2 hours later. This time the service rep said our claim had been denied. I got upset and asked why. She said the Greenway technician stated that the low voltage wire had been cut due to someone pulling it. That is a complete lie. No one has touched that wire. How could he even know it was cut? The wire is completely covered under drywall in our basement. The rep said they have to make their decision based on what the technician says. I got very upset and asked to speak to a supervisor.

do not have a repair needed in the first 30 days of your policy, you will not know what crooks you are dealing with and will not know to cancel the policy) She told me that they could send someone else out for a second opinion. After asking how long that would take, they stated it could be as long a 3 to 4 weeks!

I just want everyone to know that this company is a fraud! They have customer service reps that are trained to be very polite and make promises that are complete lies. They will not call you back. And they will ultimately deny your claim in the end due to some fine print reason.

I will not be renewing my policy, and I will send a formal complaint to the BBB.

PLEASE tell everyone you know NOT to get a policy from this company!

Another call to AHS and told they would contact a service co. to come out and hook up the stove. Service person came to my home after waiting 4 hours and he was unable to hook-up because there was no convertion kit. I told him that is what I had told AHS when I called them. Now on June 27, 2008 a month after the initial contact, I contacted AHS and told them again my frustration and was told thing like this happen. I'm now over 1 month without stove/oven. I would like to cook for my family. I have waited over 10 hours added together for sservice/transport people and I still do not have a working oven. I do have an 11 gap where my old oven was. What a disaster! I should have just bought a new oven and it would have been delivered to my home the next day from our local sears, and I wouldn't have this frustration.

As above, also my time involved in calls, waiting and frustration. My new kitchen looks really incomplete with an 11 gap where the other oven use to be. I work nights as a Hospice Nurse and having to deal with this on my sleeping time is even more frustrating.

We called Trane, the manufacturer of our heatpump and they said the part is a standard part--in stock--only 2 hours from here.... Who is Lying--don't know, probably both of them. By the way..DayStar is pushing to have a new internal unit put in by a different manufacturer. Why would we want a low end model when we have a high end model...just because it is new?

I have no a/c in my house. I live in Texas and it is June/July. My husband and I are off during the summer with the kids (school teachers). My son is a severe asthmatic and we have our windows open --yes, we live in the middle of nowhere and dust and pollen and spores just pore in the windows. His medication is expensive and we have had to increase it. He is beginning to sneeze and have a runny nose- an indicator of a downhill turn... I guess they won't pay for a visit to the pulmonologist will they...

We have a house to sell in another town. Since we have been told...next day..next day...next day..next day...next day..next day...we have not been able to go get it ready to sell (paint, clean, list, etc...) nor have we been able to finish moving. Unpacking is a nightmare IT IS TOO HOT! If we go somewhere else to stay, we would have to move all of our livestock too. They have to be fed and watered daily. We are at the end of our rope and all daystar can do is point the finger at AHS and they point the finger at Day Star.