American Home Shield Reviews

After numerous phone calls and complaints, they sent out the initial repair guy and he didn’t have much to say, but we could tell he was happy to be here. AHS continues to send out the same company because they didn’t fix it right the first time. I hate that because of the service I get from them. It makes me wonder if they are going to fix my air conditioner 100% like they would somebody else or are they going to treat me like they wanted the service call and couldn’t care less. That’s what worries me especially after them hanging up on my wife and speeding away and not fixing anything even though they claimed they did. The problem is still not resolved.

I'll try to email their parent company, Service Master, also to inform them of the issues I was having. We have been going through a heat wave here in Houston. It's 100+ degrees and our upstairs bedrooms have no air conditioner and I'm having to buy stand up fans and crank my bottom air conditioning unit where it doesn’t turn off to try to get it to go upstairs so my kids can sleep comfortably or at least for it to be bearable. I'm not happy with the experience. It has been horrible.

Then, the contractor called me the very next morning. The contractor has been out here also in June when the a/c first started leaking and they realized that the unit was actually stripping off from the bolt. When it started leaking again, they came and repaired it. He gave me his cell number and said to call him personally if anything else goes wrong. Since then, the a/c is working perfectly.

From past experience I know this price is very high. I told him "no". He said I would have to pay him $125 service fee for telling me it's not covered. I told him I told both AHS & his company the springs were broke as anyone could clearly see. I told him to leave & called AHS to cancel policy. I got a letter from AHS that my policy was cancelled & no prorate for my July payment would be refunded. I called AHS customer service which took 35 min. on hold to be told no refund for the rest of July, they keep for admin fees. Overall a very poor experience with American Home Shield!

I couldn’t get anything fixed. My AC went out and I was trying to do online request to be fixed and I had to wait all night till the next day and I still got charged. I had called them three times to get this taken off. And they sent me bills. And they said, “Oh, yeah. It’s taken off. We fixed it. We noted the account blah, blah, blah.” And when one of my AC broke, I saw it again. So I called and they said they fixed it, but then I checked my bank account they charged me $75 without my permission. And I haven’t had the chance to call ‘em.

When a guy came out and he said nothing was wrong with my AC and that there’s no way that I can get my AC to go down to 70 which is a lie. I have a very energy efficient home and it’s been at 70 and I watch it every day and that’s what I leave it at. And it was 80 plus in here. He came out with his mother which was weird. He was very unprofessional. He went and checked and said that I need to rinse off my exterior unit with water. And I’m thinking it just rained a bunch how could my exterior unit be messed up. He didn’t want to go to my attic to check the main part of the AC. And he got paid by American Home Shield.

He said it wasn’t broken and there’s nothing wrong but for a whole week I had no AC. I told AHS I didn’t want him again so finally, they put me I in queue for a new company. I have a severe lung. When it’s hot and you can’t breathe, it’s the worst night ever. I was actually going to a hotel because my AC is not working. American Home Shield assigned someone to me finally ‘cause I wrote them through the direct website. They came out and found out that the motor outside was broken.

Their vendors love to charge when they don’t do work. GE is notorious for it. They did that to me another time. Another AC guy did the same thing. He didn’t wanna go you up into the attic. They’ll do whatever it takes not to go in there. By the time the guy did come fix it, I heard a loud buzzing noise coming from my AC outside. It might have done some permanent so I told the first guy, “Don’t worry I have someone coming out.” And he goes, “Well, can you tell me what was wrong with it because it might have just been an intermittent problem and you know I’m kinda curious what was wrong.”

The worst experience I had was when a plumber came out. I was paying him and I handed him a check and he wanted to walk around and go to my bar area and write down the check number and when he did, he stepped over on my dog’s leg and busted her knee out. It was supposed to be a therapy dog and cost $15000 to buy and train. I guess the guy is personally blind and I have stained concrete but he reeked of cigarettes and it seemed like he wanted to get a smoke in.

They gave me two $75 credit because of that which I was supposed to use for this last vendor, but they charged my account for GE to fix my dryer which they never fixed. I had to pay an outside person $75. So then the other $75 I asked them to use towards this guy that came out that didn’t do anything. One time my dishwasher almost caught fire. I turned it on and it like kept steaming and it was so hot that I couldn’t even touch the handle. The system wasn’t telling it to shut off the heat all day long. I hadn’t been home, the house would have burned down and the dishwasher guy told me how hot I was and he just loved looking at me and all those crap. The fridge guy on the other hand told me he was close by and was thinking if I was home, he was gonna by drive by. American Home Shield sends the worst people. I don’t know why I even stay with them-- ‘cause I need it.

2 days later I got an email from AHS saying that some of the service required would not be covered so I called to find out the details since I still had not been called back by the heating and air company. This is what I was told by AHS: it was more cost effective for them to order a whole new air handler rather than just the coil but they will only pay for the cost and repair of the coil, we must pay the rest... $1580. We went back and forth with them for weeks. They decide who we use, they decided what's repaired but WE pay the extra cost and have to deal with the company they decided upon. We literally had no say in the matter. Our only option is to cash out and have it fixed as we wish, however, then the system is no longer covered under warranty. Our hands are tied.

I called back a second time to ask AHS a couple more questions and had one the most frustrating conversations with a representative. She told me I was not on the account (I am), she continually interrupted me when I was speaking, spoke condescendingly to me, and told me everything I was asking had already been discussed as she can see in the notes written on the account. I said "I can't call and ask questions a second time?" and she responded with "no, I'm not going to answer questions from you that have already been discussed and noted in the account." She provided me with some of the poorest customer service I have experienced in a long time. I asked to speak to her supervisor for which she told me a form had to be submitted. I asked her to submit it. It's been nearly a week and I have still not heard from a supervisor.

NOW back to the AC unit... we contact the company AHS has provided us to use (remember, we don't get a choice, they pick it) and tell them we'd like to go ahead and have the AC fixed (even though we are paying almost $2k out of pocket), the man says he'll call the following day (Friday) to set up an appointment. It's Monday and I finally just called him since I am tired of waiting around. He tells me he won't be able to come fix the AC till early next week; won't even give me a day yet.

I know this is the heating and air company and not AHS BUT, mind you, this is the company AHS is requiring us to use. No option here. This week it is supposed to hit triple digit temps with humidity at 90% or higher. American Home Shield has tied our hands with the company we use, with how an item is getting fixed and costing us thousands out of pocket, and now we must wait another week to have air conditioning in stifling temperatures. I am dissatisfied and disappointed in AHS. I am still waiting to hear back from a supervisor... wondering if I ever will.

The customer service reps are rude & have absolutely no empathy whatsoever. This company in my experience is only concerned about the service fee & not the customer & honoring their contract. Hold times are ridiculous!! I was on hold this morning a total of 2 hours. I would not recommend this company PERIOD! & after this service call I will be canceling my contract.

If the company determines your claim is not covered (which can happen, I assure you), you then pay the $75 copay and the actual cost of the uncovered claim, if you allow the company to do the work. So, with the combination of high cost, poor customer service and complicated coverage issues, it is not a product I particularly like. I think putting the first $675 in my own home maintenance account each year makes more sense from me, and then I can choose my own plumber or my own AC or appliance company and just pay out of that account if the need ever arises.

After 10 years that means I would have put in over $6750 and I doubt I would have spent that much and even if I did, at least I would have gotten the high quality service and customer service that kind of money buys. Oh and speaking of quality, when you are considering AHS, ask them to explain the complexities replacing appliances or devices; and when they do replace, ask them the brands they replace with. You might prefer higher end items than they replace with. In fairness, when they do finally agree to replace (often after you have to leave work to meet them and spend the $75 copay a number of times before AHS finally agrees to replace) they will offer a cash alternative, but you have to use that cash for the product and installation and the cash alternative might not cover the product (installation) of what you think is comparable.

UPDATE ON 10/17/2018: Ok, so I had a horrible customer service experience. In order to keep me from dropping the contract, the retention department offered to write off my service charge and waive one future charge. I did make a call shortly thereafter. Two months and 5 calls later, I have not been credited for either. I am now past due and furious. This company which I hate more than any other company with which I have done business, is going to harm my virtually perfect credit rating. If you do business with this company, you are making a massive mistake. Take my word for it. I have made a 26 year mistake. I am a total idiot for doing business with them. Please don't make the same mistake.

I called back after 5 hours later and was told by AHS they could find a vendor and for me to go to an outside source and find one. I did find a company (David Gray Plumbing). On day 3 I contacted AHS again when the vendor arrived at my home and was giving a difficult time about procedures and authorization from the AHS agent. I have been a customer from American Home Shield since 1997 from 2 different residences and this is how I am treated? After almost 20 years as a customer I deserve to be treated better. Now I am tasked with damaged wooden flooring in the bedroom which flooded from the main drain clog (attached photos). This all could of been avoided if my service request was taken seriously and not getting the runaround.

I spoke to American Home Shield and told them that I was not satisfied with Myers’ service because they only wanted to replace the compressor. They band-aided as much as possible so that it won’t cost AHS money. It’s an old system and supposed to be part of their warranty that they fix things that have not been taken care of. They only paid for the compressor part and I had to pay for the other parts. But, I like that AHS gave me the money for the compressor versus saying if I'm not going to use their company, then I don't get anything. It took us almost a month to get everything from when somebody came out till when I was able to get my check. Overall, the issue wasn't handled very well, but it was solved.

Their so-called customer service associates are extremely rude and do not offer to resolve/explain anything "very unclear as to what they will do for the consumer" giving members the runaround with no action taken. Calls, & emails requesting responses are not acted on. They have poor customer service support system of stalls, delays, confuse, pass-the-buck to all the way to non-responses. It's simply impossible to reach someone who can handle 1 simple task or to ask questions or obtain information, I have to get through bank of phones and prompts to talk to a real person. Very deceptive, shady business practices, zero customer support service. Federal authorities need to investigate this. It appears they were train to do this, constantly on hold and when you do finally get a live person, they transfer you to another department and you are on hold again.

Spent at least an hour and forty five minutes on hold 4-5 times a day for 7 days. Even lady call herself she is the CEO of the American Home Shield and she is the highest person, she said her name was Tamara after on hold/on phone for over 2 hours - she said "Ok it's 8:00 P.M. We are now closing. Call back tomorrow." Absolutely terrible customer service. I have been waiting in line to talk to a customer care executive for more than 60 minutes, this has been happening consistently for 7 days. Tamara was absolutely horrible customer service support, she keep transferring the phone calls to somebody else with non help whatsoever. She was frustrating to deal with, she did nothing to look into problems and resolved, she was very slow, her behavior was offensive, and it's outrageous, very unprofessional, antiquated which do not communicate with each other.

It's absolutely the worst possible outcome, "it just seems like there's no end in sight," (such as incomplete answers/reckless disregard) and failure to respond/resolve customer's concern promptly. I am used to poor customer service but this is off the charts. She have very poor customer service skills and they have system of stalls, delays, confuse, pass-the-buck to all the way to non-responses. It's simply impossible to reach someone who can handle 1 simple task or to ask questions or obtain information, you have to get through bank of phones and prompts to talk to a real person.

Once you talk to someone the circle starts again and possibly they are thinking this will discourages people and their contractor is trying to use up selling techniques whereby a seller induces the customer to purchase more expensive items, upgrades or other add-ons in an attempt to make a more profitable sale and get them to purchase more unnecessary products.

To me it was too late, I should've read/study/learn about this company before I purchased the product, however after reading and listening what other USA consumers are saying it appears to me American Home Shield engaged in a pattern and practice of failing to fulfill its contractual obligations to its customers, including by declining generally to provide repair and replacement service to which its customers were entitled, and by improperly denying claims in customers' home service contracts in my case the covered air conditioner compressor is the causal part which caused the leak of the Freon.

Once they collected my monthly charge (which is almost $600.00 a year) and they collected my $100.00 deductible without repairing my townhouse air conditioning or replacing what their own contractor found which covered part under this warranty which is faulty, mechanically failed air conditioner compressor which he said caused to leak the refrigerant at the same time, they stated I have to pay additional $850.00. So my original agreed deductible went from $100 to now $950.00 to replace covered part and after 36 hours of very severe painful or unpleasant experience that causes mental suffering a lady by the name of Rhonda call and said "How about $350.00 deductible and we have to order the part. Could take 10 days, we have to find the cheapest way or part to fix" while my entire family is suffering heat-related illnesses.

This severe pain or suffering, whether physical or mental, is intentionally inflicted on consumers which is wrong and as of 7/24/2016 10:28 A.M. our townhouse still have no A/C. Now I understand that they have: confusing policies riddled with exclusions and limitations or home service agreement/warranty plans with limited benefits which is defined as coverage that has "hidden or obscure" terms. Was aimed at convincing people that this was comprehensive coverage that will protect you in your time of need. It certainly did not prove to be that way.

The normal activities of daily life carry the risk of enormous financial loss. Many persons are willing to pay a small amount for protection against certain risks because that protection provides valuable peace of mind. The term home service agreement or American Home Shield warranty describes any measure taken for protection against risks. When home service agreement/warranty takes the form of a contract in an service agreement/warranty policy, it is subject to requirements in statutes, Administrative Agency regulations, and court decisions. CONCERN USA CITIZEN AND I KNOW I AM NOT THE ONLY VICTIM.

The contractors have been nice as well. However, I'm in Texas and they've unfortunately contracted a company out of San Antonio who were rather difficult to work with at one time. But for the most part, everyone affiliated with AHS is nice and competent. They always fix or replace things. I also had a rental house in Austin and the water gator went out. They replaced that very quickly and it worked great. I'm very happy with American Home Shield. That's why I continue to be a customer.

You're a very large home warranty company. I am one person. You need to take responsibility for the poor workmanship of your vendor. Fix my problem, replace the Freon, and subrogate or do whatever you have to do with the prior vendors. I pay for a policy. I shouldn't have to wind up in the hospital because you need to investigate "your vendor."

The contractor sent out was good. He told me that American Home Shield could replace the fan in my air conditioning unit. He said how old my unit was and that it was mismatched. He also said that there was a possibility that something else could happen in two or three weeks, or maybe in a year or two. Nobody knows when it would happen but he said that's a chance I'm on if I get it fixed. He told me that I may have to think about putting in a new unit sooner, so I did. They came out here and put it in in a day. The newer unit is more efficient and is actually cheaper on the power bill.

One of the concerns I had was when they come out, they tell me all these things that need to be done and that they can do them and it will be covered under warranty. But if we do them then there’s no warranty and we have to pay for everything. The guy said the coils need to be cleaned and I told him to go ahead and clean them but then he said that it will cost me $175. I said that it is a warranty but he answered that it's only when they go bad. I didn't realize we were responsible for maintenance so I told him not to clean them so when the coils go bad, I'll pay him $69 and he'll put on a $700 set of coils instead of $125 worth of maintenance. But nevertheless, the contractor fixed our AC issue in a timely manner, did a good job, everything was cleaned and we paid about $79. I'd recommend AHS.

After that phone call, I called again AHS, and due to their contracts with people, they had to wait so many days before they could get someone else. I did not like that we had to wait so long for this guy to keep not showing up before AHS could go off to someone else. But it was just one vendor and it was a dishwasher and that was not a tragedy. So, they finally sent out a different repair company who came out the very next day. And it was someone who had been here at another time. He called, set up an appointment, came and fixed the dishwasher. We didn't have to wait for a part. In fact, there was no service charge and that was a terrific experience.

I chatted online with a representative who was very rude and informed me that the only way that I can complain on the company is via mail and she gave me a PO Box address. I called and decided to go through "sales" and not to my surprise my phone call was answered very quickly. Go figure that the only department that you can get through in a timely manner is SALES. Anyways the guy was very rude and rushing me off of the phone (guess they work on some sort of commission) after I was trying to get him to reroute me to a Manager; then I asked him to route me to the Cancellation Department and I was not on hold as long either. I spoke with a Mary **, who was very understanding and she agreed with my concerns and frustrations that I expressed to her. She went out of her way to try to help me, by even calling the company and stating to me that they could come out the next day.

I told her that I had to think about this because I have only attempted to use American Home Shield twice and the first time, I ended up cancelling my work request and paying out of pocket for my services and no one from that office acted like they cared. Now this incident, and I am very outraged over this as I have never missed a payment with these guys. Also, I informed Mary that I did not want to use that company for my repairs because I can already feel the bad experience because of their unprofessionalism.

She told me that she would search around and call me back and upon calling me back she stated that I had to use that company because that was the one in my area. Even though she is very nice and trying to help, I told her that I would sleep on all of this and give her an answer tomorrow on whether I will be keeping their company on as my Home Warranty Provider. Anyways, the chances of me staying with this company are slim to none. The worst customer service ever.

The next company dispatched also had a crew of "one" and would take several days to arrive and complete the request. The fourth and company was able to arrive in a timely manner, 4 days after the initial call. Replacement of our hot water heater was approved, however, the company is attempting to charge for "modifications" that must be made in order to install the water heater. As described by the company, these "modifications" include moving the water pipes and gas lines ends and fittings to meet the new tank. I thought that any reasonable person would call those actions "installation."

I called AHS to inform them that the plumber was attempting to add a labor charge for something that should obviously be included as the installation charge. Tried as I may there was no one listening. I called and spent many many hours on hold and being transferred to different individuals. I kept getting the same rhetoric. "AHS doesn't cover modification." I get that. My disagreement is in the use of the word. Making the appropriate connections to water and gas lines is NOT a "modification." That is indeed what anyone would call installation. For if not, then what exactly is installation? Setting the unit in place?

I spoke to a woman in the escalations department, her name is Tamara. A very mean spirited person indeed. Our entire conversation pretty much consisted of her talking over me and telling to stop talking so she could finish. She even said herself "in all my years working for AHS, we have never had a hot water heater that did not require modification." "Do you know why?" I said. "Because every hot water heater needs to be "INSTALLED!"" They call installation by the term modification in order to justify refusal to pay for it. I feel that I have been taken advantage of by the underhanded practices of American Home Shield. Not only have I spent no less than 30 minutes on hold each time I called, and not only has it taken 5 days to get any results at all, but even after all that, they won't INSTALL a hot water heater per the terms of their contract.

In addition, there were a couple of instances of electrical work that I had to have AHS out to perform. The vendors that they use were all good people, and they recommended the need for some additional work that the status of the home required. However, in both cases, AHS refused to do anything but the very minimum amount required to get the wiring to function. Even though the electrician said it really needs to have this done, which would be a bigger expense for them, they would only pay for having a minimal repair done. Other than that, I'm satisfied with AHS.

Also, it was pretty annoying when I called because I was on hold forever. I called them right away when my AC went out and I went out of town but there was a delay when it was supposed to be fixed and it wasn’t. I came back from being out of town and there was water draining through the ceiling of my garage, through the drywall. But they did get over really quick when I said they have to fix it now, so they were able to do that.

On my most recent claim, I had a problem with our attic exhaust fan, and the first person they sent didn't want to work on it. He was just looking at it, gave an impression that there was a problem and didn't charge us but, I guess he was looking for compensation. Then a second person came out, had the right part for it, took care and resolved the issue. My wife was impressed and there were no further service problems with the fan after. Out of this whole situation, this is one service that AHS said that we owed them $100 but I think it was a dispute between them and the first dispatched person. I also think it was resolved.

There are some things AHS have done well and some that I got frustrated. We've had a lot of air-conditioning problems, which is one of the reasons why we retain our policy with AHS. They fix the problem that's reported, however, when someone has that many problems over a sustained period of time, it seems like we're fixing the symptom instead of the problem. Every time a vendor came out, we were putting money into the original system and every year, there's been a problem upstairs or downstairs and I was tired of it. Prior to our attic fan claim, we had an outage in our a/c unit upstairs. I got the cash-out option, which I didn't know there was such an option until the last year or two, which I could make a financial decision to replace my unit. If I knew about this cash out option earlier, I might have taken a different action, five years ago.

Finally it was assigned to Always Green, who came, said there was a leak in the ductwork and said they do not do ductwork and recommend that we get another contractor. Another hour hold time and it was reassigned to JMC who apparently does ductwork. When JMC arrived and I told them via phone where the leak was, they failed to look, removed the filter leaving the air handler without one, but stated they changed it and left saying there was no leak.

Another phone call of an hour wait to AHS prompted them to be recalled with the proviso that they will not cut a hole as they don't do that and we would need a carpenter to cut a hole in Sheetrock! I asked American Home Shield if I should pre cut the access for the provider, and they first said yes and that access holes were covered via the contract. I still waited until JMC arrived. They were nasty to say the least, insisting there was no leak. The dispatcher from JMC intimating I was lying about the problem.

They said that they would come 7/16 between 9-11 am. They came at 10:59 am despite my wife asking for an earlier time. I showed them where the air leak was and they confirmed they would need an access hole made. I started the cut and then their technician proceeded to make two access holes into the wall and confirmed a large leak. I apologized to them saying all that I want was for the leak to be fixed, and they said that all was right, there was a large leak.

JMC told me they would be back on Monday to fix it. When I called JMC Monday, they said they did not get authorization and were never set to come back on Monday. Now another call and hour wait to AHS to confirm if JMC spoke to someone at AHS about the issue. They had not. The representative then said they would reach out to them and get back to me.

Two hours later get a call back and message saying the issue is the damper lacks capacity and is not covered. I would be responsible for the whole repair. Another 1 hour wait to speak to a rep where I try to explain a damper may have a diameter but not capacity. I asked to speak to a supervisor - another hour wait. Finally get someone on the phone, ask for another opinion and want a clarification if I pay to repair the damper, they will cover the repair the access holes. They said yes, but the damper will cost $550. I asked for the second opinion (actually now a third), and told them I wish that JMC be placed on my do not call list. Also, when I reviewed what they did, there were now circumferential holes in the ductwork and the damper was hanging lower than it was held by the power wires

The next opinion assigned was Empire Heating and Cooling. I called Empire, told them the issue was with the duct work, and they said they do not cover duct work and I would need to be reassigned. Another hour on hold and they said they would need to contact the vendor to confirm and I would need to be reassigned. Two days later I was reassigned to Controlled Climate 7/20. Darnell from Controlled Climate was very pleasant and came the same day. He said that the issue was not with the caliber of the damper, but that the damper was not secured and was gravitationally pulling duct work. He said he could either mount it in the closet or relocate it to the attic. It was not a capacity issue like JMC said but a poor design and installation. He could call in his opinion but likely could not do the repair. I thanked him.

Later that day I received an email that this too is not covered. After another 1 hour phone call, spoke to a representative that said to me that first the damper was not covered and when I said the section that dampers were covered she then said zoning was not covered. When asked where was that in the contract, she informed me that it wasn't in the contract, it just wasn't covered. When asked where is this "unofficial" list I was told it just was not something that was covered. I then hung up and spoke to Darnell from Controlled Climate who told me that he was told that dampers were not covered and he could not get any further with the authorization persons because immediately he was told the dampers were not covered. I informed him that it was a covered part of the policy and he said then it should be no problem, the repair, but he could not do it.

I then spent another hour waiting for a representative from the Authorization department of AHS, and then spoke to a women who said again it was denied due to an improper installation and a zoning damper was not a covered item. When I informed her of the section saying improper installation was a covered item, she informed me but the zoning damper was not. When asked where in the contract again she said that it was not in the contract. When I said the contract seemed to be a complete document and that I would like to submit this for arbitration, I was told I could send it to an email address for consideration.

I asked for a written copy of the reason why it was denied and a copy of the "hidden coverage items" which are not on the website or in the contract prior to this submission so I could know how this determination was made. She said I could get some information in writing. I have yet to receive this. I asked if I could get another opinion to the problem, and she said I could but if it matches any other then I would have to pay $75. When I asked which opinion since now I have had four - two from JMC, one from always green, and one from Controlled Climate. Furthermore, I asked how much would it cost if I wished to pay out of pocket, she said she did not know. When I informed her the vendor could not even do the repair and I would have to hire another she said it was my problem because it was not covered.

When I was told in the past from AHS with JMC if I paid for the damper that they would cover the access hole repair, I was told that they would. This time the rude authorization rep said they would not cover anything. I again asked to escalate. Waited another hour and then spoke to David from Wisconsin who was nicer, said that dampers and plenums were covered, need to get further clarification from a manager and then would get back to me and he was in from 11:30-7. Still no response or clarification.

Tried to call authorizations to be transferred to him, and Brandy said she could not, that they were still working on it. We are now over three weeks from the initial call, countless hours on hold without any resolution on what is clearly a covered item per the contract. But AHS doesn't follow the contract - they have a hidden one that is not available to their customers, they try to deny, and waste the time of their customers with real problems via inadequate staffing, poor training, unaccountable staff, and poor contractors. I cannot discourage their use enough.

Anyways back to my story. So after two weeks I call them and they set up an appt for 4 days later. They come by and leave within 5 minutes bc the part is 2 inches too tall. Well it's now three weeks later, I can't get ahold of the contractor. And the best part of it is I paid a service fee in April. But I had to renew my contract June 30th. So I know when I go to make a new service request for them to come out. I'm going to have to pay another fee.

I've been with American Home Shield for a little over a year and for other issues in the house they are great. But when it comes to my AC unit I'M DONE!!! They should replace the whole damn thing since it's been giving me this much issues in the past 5 years I've lived here. I already dropped one home warranty bc they couldn't get their crap together. And this is a very high ranking warranty company. So please do my damn AC. It's been 5 weeks!!! I have two kids and it's nearing 105 outside now.

Then I got a call one day. The repairman said he would be over in fifteen minutes (had not made an appointment). I rushed home and he replaced the parts and it still did not work, he said he needed to order other parts. Same thing happened, no call, waited 4-5 days, came back, replaced the parts and still did not work. In the end this happened 5 times, the repairman must have spent over 10 hours trying to fix it and there was virtually no communication from the repairman or AHS explaining to me what was going on or the time line.

I called American Home Shield and said I am sick of bringing my laundry for me and my family to friends and relatives houses and to laundromats, and that it's been 4 and a half weeks and this is ridiculous. The operator I spoke to told me this is a reasonable amount of time it takes to fix something and I should read my contract carefully and if I am not please with AHS then maybe I should reconsider my contract. With customer service like this I couldn't deal with them anymore. The supervisors on the phone are just as bad and in the end we ordered our own machine and spent way more money because we were on AHS than if we had not (and far more aggravation). I would not recommend at all and have canceled our contract. I couldn't believe this is a company that stays in business with its terrible customer service. You do not buy peace of mind with this warranty service, you only get aggravation and extra costs.

I only had one bad experience with AHS and they took care of that instantly. While my ceiling fan was running as operated, a contractor came in, did something, broke it and left me hanging with wires and everything. He said it was already broken but it was spinning when he came although it was making a lot of noise. And then he tried to have me get his company to fix it. I went off and called American Home Shield so that he would no longer be sent to my house anymore. Other than that experience, it's been awesome with American Home Shield.

I had a similar experience with our air conditioning. They came out to repair it and said the contactors were making the loud noise. So the guy came out and replaced them and within a few hours, it was back to doing what it was doing so I called. The tech came out and said it's the fan and that AHS may not cover it and may do it as a separate. So I expected that if they weren't going to cover it, I'd have a second call from them to tell me so. However, they didn't and two weeks later, I got a message in my email saying I was two weeks behind in paying for the service call. Since that time, we also had them come out for the hot water heater. So I called and asked them for which work was I behind in paying. That's when I found out that they hadn't covered the fan in the AC. They could've just sent me a message saying they're not covering it and I'd have to pay the service call for it.

Then I found out that the money doesn't go to the people that make the service call anyway. I wrote a check to the AC guy and he sent the money to AHS so I ended up paying twice for the air conditioner problem. So I'm not happy with the way they communicate. Also, I've been a customer for 20 years and the price keeps going up so I switched companies.

We've also had another incident where the air-conditioner stopped. They came out and supposedly fixed it but then it stopped again. We had long waiting periods too because they'd have to order something else. And this was during the triple-digit time. I know it was an old air-conditioner during the triple digits, considering that we've been with the company a long time, but we did have to wait quite a while to get that. At one point, the indoor temperature was 90 and it was six days before we can get it resolved. So I don't know if that was their fault or it was just too old. However, we had to go out and buy a new air-conditioner because I have some medical issues and I can't handle too much heat.

I submitted the claim online the first time and this time, it came back through, but with a different contractor to repair it. It was a recall so I didn't want that. My wife called them then and was on hold for over an hour but talked to somebody who allowed us to use the same contractor again. I liked the guy who did our air conditioner. He did a good job.

This plumbing contractor lied and at first said, my water pump was cracked and once I questioned American Home Shield, they came up with another story that the water pipe was leaking due to the weather? Now go figure that one out! I have a simple leak where the pic pipe is connected to the pump. Plain and simple and that has nothing to do with hot weather. That's a typical problem that a homeowner will encounter over a period of time!

Turnaround time is a little slower than I would like. I call in and they have two business days to get back with me, and then two days to get somebody out there. So that's slow when it's hot and I have an AC issue. I actually have AHS on four houses. My rental and my own, so sometimes it's painful. Especially when I have a washing machine that I had to have them come out for six times and finally, I said I had enough and AHS gave me some money to buy a new one. But it's based on whatever the end repair amount is. So it doesn't matter how much money they've wasted along the way and they will continue to waste trying to troubleshoot that. So if the repairman says it's just a $100 part, that's how much money we'd get and that's a pain.

I asked why wasn't I notified and was told they mailed me a letter. I never received a letter. Forty-two dollars. I just can't get over that. So I decided to pay the entire balance in full while I was on the phone, about $500. I asked for a confirmation number and was told a supervisor had to post the payment and it would be posted to my account by midnight that night. It's been 4 days and nothing has been deducted from my account and my AHS is still inactive. When I called Saturday, July 16th, to follow up I was told they manually wrote my card information down and passed it to a supervisor to post and to allow 3 to 4 days. Let's see, I paid on Friday and it's end of day on Monday, still nothing has hit my checking account.

I am so nervous because someone has my card number, address, and name and I still had not received any email confirmation about my account or payment. If you guys do not want our business, just tell me. I plan on researching other companies tomorrow, considering it is late Monday night and I'm exhausted from work. I am just beside myself right now and extremely upset. I never felt so insulted. Could my payment be declining because of a data entry error? And who the heck has has my credit card information and why does the billing department representatives have to manually write down a customer's credit card number, then pass to a supervisor to charge/post??? That's pretty scary.

Recently, my washing machine needed a new agitator and the dryer needed a new something inside and they fixed it. I submitted the claim over the phone but I held for customer service because I like a particular vendor. So from there, I had to wait for a representative and she put me through to the vendor that I like. Their customer service were very polite, cordial and I was taken care of in a matter of minutes. On automated, you just get who you get.

Then the contractor came and he was terrific, very punctual and attentive and I request him all the time. His company must have received the fax and they were on the phone to me two minutes later. I do have a good relationship with them. So when the agitator got loose, I called the contractor directly and he came the same day and pushed it down and that was the end of it. I have my washing and dryer going all the time and it's on right. It's working perfect.

But it was really difficult with the second company that AHS needed to come out and verify everything, because they only came up from Phoenix one day a week and it happened to be on a day that I was at work, so I couldn't arrange anything with them. Finally, after we talked it over and I talked to AHS, the second company finally figured out a way how they can come up on a day I was home so I could be here. So getting that second opinion was very time-consuming and frustrating. That was the only problem.

AHS ended up replacing my water heater, but it took over a month by the time they got two different opinions on it. Furthermore, by the time they took out my old water heater, it was cruddy-looking and looked pretty bad. It was leaking up on the very top of the water heater, in an area that I couldn't even see, and the entire top and all down the side of the water heater were rusted.

The water heater has been working perfectly since the replacement. It doesn't leak. I've got plenty of hot water, which is wonderful. I didn't realize how low the temperature was. Even though my thermometer or the thermostat on my old water heater was set fairly high, I still wasn't getting real hot water because of the leakage. But I don't have any trouble at all now with this new water heater! It's set in the middle of the thermostat which is a lot lower than what my old water heater required in order to get enough hot water. So a new water heater was the answer.

In this case, I explained to the contractor that I needed 1st appt at 8am because I have to be at work by 9. He could only see me at that time five days later and then after waiting until 8:45am, I called to cancel since he was a no show. When calling AHS, I was on hold for over 12 minutes while on the way to work to schedule with another plumber. I gave up trying that day and spent my Sunday afternoon on hold while AHS called the plumber to verify what happened and then insisted I go with the same plumber AGAIN.

If you want to pay for meaningless coverage, long hold times and bad contractors then AHS is for you. It also helps if you are independently wealthy or work from home so you can have the flexibility to be home during workday hours to have even the smallest issues fixed. I shudder to think what my experience would be like if I had more serious, costly issues like an HVAC issue. My advice is to look up top rated home warranty services and go with one of them. I just did and can tell you that AHS is NOT one of them.

They've been AWOL for three weeks. I don't know where they or the part were. I'm so sick and tired of calling all these people. They'd worn me down so bad that I needed to get un-pissed off before I have the conversation with Home Shield. I'm being held hostage by this company but I don't want to make anybody unhappy because I need my air conditioning fixed. I'm not going to say one word to American Home Shield until they do their job. In the meantime, I lived in another part of my house that I don't want to live in. Then they came and brought the part. Unfortunately, they had the wrong part but they said they'd go ahead in replacing the internal mechanism inside the air handler and evaporator coil and it'll cost us the same, $1,200, when it's really about $3,500 for the work. So they pumped me back down with Freon.

When filing a claim, it's nearly impossible to get through to a live person with them. It's really bad and I can't stand automated phone. I really don't trust putting the service call in on the computer but lately with them, that's the way I've done it and it seems to work. As soon as I get a response, I simply turn around and call the company. And the company already had my claim in process so I've learned how to play that game.

The last time I talked to their rep I asked them at what point do they decide that they need to replace the system. They responded that the only way they will replace it is if it's not repairable and if it's that bad and we want a new system, AHS will only pay up to $1,000 to replace the system. So I'm just waiting for someone to determine that it's completely irreparable and cannot be fixed and it looks like I'm very close to that right now seeing how they can't fix it.

Their service techs were fine. It's the office that's very difficult to work with. They don't answer their phone. We have to call them repeatedly just to get them to answer the phone. This was when I was still trying to figure out when they were coming and I couldn't leave a message because I learned that they don't call me back. I dislike their selection of service providers. I've had great experience with home appliance repair and have never had a complaint. There's always been a pain in the butt for air conditioning. I had the downstairs air conditioning system stop working for me and they sent a company out that when they got there said that it is too complicated and don't even know how to work on it.

I called to submit the claim and AHS took it and started making calls to get a technician out. It wasn't difficult and I spoke to eight customer service representatives who were all pleasant and helpful as they all could be. The contractor who came out was fine and did what he had to do. He gave me what I thought was a much substandard thermostat to what I originally had so I told him that and he ran out and went to get another one and brought it back and put it in the same day. The AC's wonderful now especially that it was 106 yesterday and today.

It’s just a little over a year since I have been a customer of AHS. They're fast and reliable. I had other issues, like plumbing and dishwasher issues, and my experience with them has been positive so far. The customer service reps were helpful when I called. I was also able to use the chat online when I had questions and I liked that too. The contractors were good and I appreciate each one of them. The only negative thing is that the deductible is kinda higher than other companies. It would be nicer if it was lower.

The representatives on the phone were always nice. Virginia Heating and Air was the contractor and they're extremely nice, very friendly and polite too. I left them here and I went on about my day. I had appointments and I just told them I would leave the garage door open and I will be back within a few hours. I didn't have to stay home all day with them. I've known them. They've been out here every year for about six years.

I went without AC for three weeks but now the replacement AC is working really well, nice and cool. Everything is comfortable here. I don't have any problems so far. It was a great service. I will recommend American Home Shield. I'm in the process of selling my home, so if someone puts a contract down I was going to go ahead and extend it for six months for them and pay for it and then just cancel it and have them take it up. I think once they get that, they will continue to see how large of a benefit it is to have or time to consider of having to pay out of your own pocket.

I've had them ever since I've bought this house and I'm glad that I have them. I know a lot of people have really bad experiences but they've been a little accommodating to me. I can also be the biggest ** in the world whenever somebody's not doing it, so maybe that's the difference. But they've done a good job of taking care of our claims. American Home Shield is reliable and good. My AC had gone out right before the last pool claim and it was on Memorial Day weekend. They got the claim over right away and somebody called me. That one was an absolute, excellent experience. And that AC company that came out here was phenomenal. My only problem though is the price. It seems to increase quite a bit.

I called AHS and let them know what happened. I talked to the girl from AHS that I spoke with originally and told her to find me somebody else, but she said that they can't. I was a bit frustrated with them. However, Debra, another girl from AHS that I talked to, was very helpful. The plumbing contractor then sent somebody who was very good.

The Mechanical contractor determined that the Zone board and dampers need to be replace on my unit. The contractor submitted a detailed report of their diagnosis. Due to the faulty zone board, two of the thermostats in the home are not working. The cost of the repair is $1,100 and AHS has been stringing me along in their denial of the repair. My contract clearly states that the AC unit and ALL of its components are covered under the warranty. The only mention in the contract of circuit boards not being covered is in reference to a home automation system.

Each time I have called their customer service department to address this matter I am on hold for no less than 45 minutes before I am able to speak to anyone. Then the explanation I get is the claim has not been denied but they need to get a detailed report from the contractor. On the receipt the contractor clearly stated the diagnosis and the needed repair. After several 45-minute wait times only to be put on hold again and again and finally told that the case was transferred to their Contract Relations Department. A department that does not have a phone number or email address. I am very dissatisfied with AHS's unwillingness to honor their contract agreement.

In the meantime, with over 95 degree heat each day, our second unit also gave up. Now we have to start over this process again for our second unit while our family suffers in this heat. It is beyond comprehension how AHS can take more than 12 days and counting to take care of a small situation. Customer satisfaction is definitely NOT the goal of AHS.

A week later, we received a letter from American Home Shield denying reimbursement, that it was outside the terms of the home warranty coverage. Despite following claims procedures per the home warranty contract and calling customer service to speak to a representative regarding the repairs, in the end, my time was spent in vain. I am extremely disappointed that what I thought was doing the right thing, a fix to a plumbing problem to minimize overall amount of damage to home, health, and safety, is not the way to approach it if you want your repairs covered. As a fellow consumer, do you think that's right?

4 days had passed and I was getting the same answer from AHS but my plumbing issue was getting worse. I asked for a different contractor because he wasn't responding and I didn't trust what he told me to start with, but they then said that request had to go through contractor relations department and they couldn't tell me how long that would take. I finally was at my wit's end and called a local independent plumber who came within a couple of hours and it took him less than an hour to completely and thoroughly fix the problem. When I cancelled with AHS they refused to refund my contract.

I had a 2nd opinion which I had to pay another $100.00 deductible same answer no normal wear and tear, but they would give me a great American Home Shield Discount on a new unit. Why do I have the home warranty if they are not going to cover what they have said? They get away with this not normal wear and tear crap. What does that mean anyway, I did something to the unit? To me they just take your money for years and when something big break down they say not normal wear and tear. I called to cancel the policy. They said no problem. Sure they have received only $800.00 from me, but my neighbor has had them for 10 years. I would just save my money and avoid the home warranty companies.

I had a dishwasher which started leaking which I was told was covered by one agent. On the phone, the agent said that if it's the dishwasher, just give them a call and they'll set up a separate service call other than the waterline leaking. So when I established that it was the dishwasher and called back, there was no record of my conversation with that person. The time that it took to get my repairs done from their vendor because I couldn’t use my own, it destroyed my hardwood floor. I would never even consider using that company again. Would I consider using a different home warranty? I don’t know. Maybe. Would I use that one with them? Absolutely not.

I manage my own store and customer service is just absolutely crucial and when I have a customer who’s had an issue, I'm going to do what I can. My employees know what we can and we can't do, so they're not giving false hope or false promises, but when you're told that they have no record of your last conversation, that to me is absolutely ridiculous. The last instance I had with the company, somebody was over promising again and I can't stand that. To me that’s poor business.

I told the company that someone needs to know about this. Maybe the next person who just spent $260,000 on a home who thought that these things would be covered would be more informed on what they're going to do and what they're not going to do. I know nothing can change what happened, but if it can help the next person and then I'm all for it. At this point I have started promoting people to absolutely stay as far away from American Home Shield as they can get.

I could not risk that so I had a plumber come out to look at the heaters. The plumber said both of them have failed so we need to replace them. I called AHS back at that time and they said they need to make sure that the plumbing company is on an approved list and they need to see whether or not they can actually do the work and then they'll issue an outside authorization number. The plumbing company called, got the outside authorization number from AHS and at that time they provided them with that number, which I got.

The contractors were fantastic and did a great job, but they were not on AHS' list. They did the work repair, I paid for it and then I was given an address to send all the paperwork and the invoice to AHS to be reimbursed. That was May 9th. I sent a certified letter on May 10th to AHS with the invoice showing the authorization number requesting reimbursement, and it is now July 7th and I have yet to see a check.

I have complete records of calling them now for 22 times in the last 60 days. I was told that the check was cut and going to be reimbursed once it was finally finished being approved, and then I was told that it was not going to be paid because they don’t pay on outside authorizations. Then I was told that someone would call me back, which I heard four times. I have proof of all the times I called and all the people I spoke to, so I filed a complaint with the Better Business Bureau and I contacted my attorney, who is going to be sending the next letter.

Filing the claim is simple. I did it online and then when I realized I needed an outside authorization, I called and spoke to a representative who was terrible. In fact, their reps are completely inadequate in their jobs. They don’t know what’s going on. They never have answers to questions and they endlessly transfer you to different departments who can’t give the answer that you need. It’s frustrating. It's the worst experience I’ve ever had dealing with a company in my life. I want my money back, otherwise, I’m going to cancel my current policy I have renewed with them and sue them.

A couple days later, I received word that American Home Shield approved the cost of a new ac compressor and the part was on order. On June 22, AAA All Brands returned to my home with the new compressor in hope of getting my ac unit going. After about 4-5 hours, the technician informed me that he could not get the compressor to start because the breaker for my ac unit in my house would “trip” every time he would try to turn it on from the outside by my unit. He asked me if this ever happened before & I informed him that it did not and that his company was the last company to service this unit. He informed me that he replaced some of the other components in the outside ac unit in an attempt to get it working but the same problem prevailed: every time he would turn on the breaker outside, it would trip the ac breaker on the inside breaker box.

He informed me that he had to leave because it was late and told us that the inside breaker for the ac unit need to be upgraded from the 30 AMP to the 40 Amp because he said that compressor is not getting enough power and was the reason that the compressor would not turn on. He also informed me that when we got the breaker replaced, he would come back and fix the problem. I paid his company $300 for the new Freon needed and still did not receive an invoice for work completed. The company also left their trash in my yard that included: old compressor, compressor box, wires, old components, and Freon container which has to be disposed of in a certain manner. Attempts to have the company to address this problem went unanswered and from AHS as well.

That night, I had a family member replace the 30-amp breaker to a 40 amp and when I turned on the breaker from the outside unit, it tripped the inside breaker box as before. I called the contractor on his cell phone and informed him that per his request of changing the 30 amp to the 40 amp the same problem occurred. He informed me that he would come by in the morning to continue to work on this issue. On June 23, 2016, the contractor ** returned to work on the issue and after about an hour, he could not get my system up & running because the circuit breaker continued to trip when turned on from the outside and the compressor was shorted but did not give me an answer as to why it became shorted.

I finally received an invoice and when I asked him why I did not get one on the visits earlier, he stated that he had our email address in the wrong area on his handheld system. He told me that he had to talk with his company & AHS about the issue and steps going further. By this time, it has been 6 days since our ac unit was working even though it worked somewhat before they worked on it. Upon further view of my invoice, the contractor left the following notes on the invoice: “Notes: Compressor checked out on day of install. Customer had 30 amp breaker switched to 40 amp breaker. This morning my compressor is shorted and the breaker is still tripping.”

A couple days later, I received a call from the Authorizations Department from American Home Shield informing me that they would not replace or repair work on the damaged compressor because the ac company informed them that because we did not have the 40-amp breaker replaced by a licensed electrician & thus responsible for the damage to the compressor. I informed AHS of the problems the technician had in installing the system but to no avail and asked them who wrote the report to them: the service technician or the company manager but they could not give me that information. I called AAA All Brands to dispute what they wrote in that report and to request a copy of the report which I was told would arrive via email in 2-3 days but never received my multiple request via email & phone calls. I did find out however that a manager submitted the information to AHS & not the service technician.

I requested a 2nd opinion from AHS regarding this issue and was informed that if breaker issue was indeed the problem for the damaged compressor I would be responsible for paying the company a $100 service see and their decision to no longer repair my system would stand. I agreed to their terms and had them set up an appointment for another AC company to come to my home to diagnose the problem.

On June 24, 2016, Dylan from Air Doctor A/C Heating of Orlando, Inc. arrived at our residence to diagnose the work from the previous company. After an hour, the technician could not get our system to work & noted the following: No Cool. Found improper install of compressor. Wired improperly. System currently not working. Contractor who installed compressor left all their trash including old compressor on the side of the house.

I called AHS a couple days later with the information provided & informed me that AAA All Brands would have to return to the house to fs the problem as the compressor is under warranty through them and they are responsible for the problem and someone would be contacting us in couple of days to set up a visit. I requested that the work be done by some other company because we did not trust the work they did earlier and given the fact that they tried to blame us for damaging the compressor but to no avail. I was told that because another company would not want to be responsible for the work All Brands did previously, I had to allow them to return to fix the problem.

I made a call to AHS a couple days later because the AAA All Brands did not schedule a return visit. Someone from the authorizations department made a call to the company and we were assured that they would be contacting us today or tomorrow regarding them coming to remove the old compressor & replacing it with a new one. I requested that the same technician who installed the previous compressor not return because we do not trust the quality of his work. They informed me that a senior technician would be coming to our house to get our system working.

On June 29, 2016, AAA All Brands called to set up an appointment to remove & install the new compressor. They removed the old compressor on June 30th and installed the new compressor on July 1st. AAA All Brands sent their senior technician which also happened to be the same technician from before to install the new compressor but just like before, he could not get my ac system to work. The same problem is occurring again and the contractor informed me that they would have to send out an electric technician to diagnose the problem but neither the company nor AHS can tell me when this will happen. By this time, we have been with AC for over 2 weeks and nobody from AAA All Brands nor American Home Shield seems interested in resolving this problem. I requested all notes and documentation from my experiences with AHS with my many phone calls but was told in certain words that I would need a court order.

In my view, AHS has not held up their requirements as outlined in my contract as well as providing quality service from trusted, knowledgeable contractors. To make matters worse, AAA All Brands did not remove their trash or old equipment from earlier and left another box with wiring on top of my unit. American Home Shield nor AAA All Brands will not take responsibility for their actions.

Since this letter was written and my complaint filed with the BBB, AAA All brands has returned to my home on July 5th & July 6th in an attempt to fix our Ac system but just like the many times before, have been unable to remedy the problem. The primary problem is the compressors they order from Carrier which are made in Mexico. They claim that many of the parts from this company are damaged before they arrive. Regardless, we are almost 3 weeks without ac in our home. They now claim that another part has to be ordered and they will call to set up an appointment when it arrives.

In addition, I had a company by the name of Advance Electric come to my home to on a service call to check my circuit breaker in my house and my ac unit. I paid them $85 to see if our house was causing the circuit breaker to trip every time AAA All brands replaces our compressor (which they previously claimed) or some other issue. They found that the cause of the trip was improper wiring when the last compressor was installed as well as other items the previous technician replaced (a kick start) that was not needed on a new compressor. Our circuit breaker checked out fine including the 40 amp breaker a family member replaced.

Today, July 8, 2016, I spoke with Jennifer from American Home Shield for an update status on our situation and their solution to our problem and was informed that a woman named Christina from Service Support was researching our problem (mainly because of the complaint filed with BBB) and offered a $125 credit towards a window unit or a fan. This was never offered to us the weeks before and they have no time table as to when they will finish their “research” but assured me that someone will be contacting us regarding this issue.

AHS does not seem to understand that every day that goes by is another hot day for me & my family. They have no problem contacting me when my credit information changed regarding payment, they have no problem deducting their fee from my account every month, but not keeping us in the loop regarding our problem, solutions to our problems. At this point, we have no faith in the service or decision making at AHS and will be canceling our service with them when this is resolved.

Less than a month goes by and my unit is again not working properly. I have made several attempts to contact American Home Shield, their automated system indicated it was a ten minute hold when in reality it was 30 to 40 minutes before I eventually hung up. I eventually called the contractor that came to my home hoping that he could help me. He agreed to come to my home the following day to assess the situation. Well you can guess it, he didn't show up. Four days went by (Monday night at 10 pm) before I got an email from him asking if he could come on Wednesday, I agreed. He showed up on Tuesday without notice or calling anyone to advise he was coming and then called me Wednesday night (at 9 pm) to say he got on my roof and that the unit is working just fine and that was what he would be reporting to the home warranty company.

Part of his report indicated that the unit was cooling the house properly, which in my opinion is difficult to report when he didn't even enter my home. We are out $350 and nothing has been fixed. In addition, my hot water heater stopped working and they sent a technician out (charged me 75 dollars) to say that he couldn't help me because lighting it was a safety hazard. They also indicated that nothing would be covered because parts were missing from the water heater. The hot water heater was in that condition when we bought the house (in March). He quoted me $1,100 to replace the "400 gallon water heater" for my 962 sq. foot house and left us with no hot water. We ended up eating the bill for a brand new hot water heater. Overall their contractors are unprofessional and flaky. It is so good to be a new home owner and know that I am protected by my Coldwell Banker recommended home warranty.

Typically when he comes, whatever needs to be fixed was fixed but today is not that day. I hope AHS would choose the more mainstream people next time. I don't know who AHS have contracts with, but I hope that they would increase the range. I know that state location determines who they could use but I would hope that AHS would look into this a little more because contractors would say that they will work with you but once you sign up, that doesn't necessarily mean that they're qualified. Other than that, everything else that we dealt with has been good.

Next dilemma, I wake up this morning to a puddle of water coming from my freezer... the refrigerator has stopped working. I put a service request in online and am directed to yet another company out of the area, they will not be able to come out until Tuesday (today is Saturday) as there are no techs in this area. I call customer service (48 min hold time) and am told that is an acceptable time frame as they have 48 hours and cannot redirect.

I ask to speak to a supervisor at this point. The representative emails the supervisors on staff and to no surprise nobody is able to speak to me at this time. I explained to the representative that this home warranty has done nothing but give me grief since day one. At that time she receives an email back from a supervisor wanting to know why I needed to speak to them. She responds and gets an email stating "please submit a 24-48 hr callback form as there is nobody to discuss at this time." So if you are in need of a home warranty I strongly encourage you to explore other options.

It is now Saturday 9:46 am and I have yet to hear from a contractor and am still on hold with AHS. At this moment I have been holding 14 minutes and still holding. I am totally disgusted. It is sweltering in my home (92 prediction for today) with incredible humidity and I still can't reach AHS or the contractor. I think I wasted my money... My renewal is August 2016. I have no intention of renewing if this is the kind of service I get. Worthless!

But now, American Home Shield is okay. I submitted a claim recently to American Home Shield over the phone for my dishwasher because the door is broken and the dishes weren’t getting very clean anymore. Now, when I call, I don't get a human most of the time unlike before. It asks several questions and then gives who to call to set up a specific time for the appointment. The guy who was sent out fixed the door and replaced the motor. He had to order the parts in but it was good.

However, AHS' prices are going so I don’t know if it’s going to be worth it forever. Right now, I pay $43 and some change every month and the service charge is $75. When I think about it, though, if I call the appliance dude for service, it probably would have been more than $75. So, it’s a bargain but I used to pay only $43 a month and the service fee was $40 a month. Every year, it goes up by $5 and, at some point, it no longer makes sense.

At that time I did a cash in lieu because it was blatantly obvious that the company sent to my house by AHS was trying to overcharge me. This is on my downstairs unit that I had fixed and the current issue that I have is in regards to my upstairs unit. This information becomes useful when describing the issues that I'm currently having with my upstairs unit.

During the same time-frame (June 2015) I opened another service request for my upstairs unit not cooling and a water spot on my wall from the coolant lines condensating in the wall. The same company looked at this unit (prior to my cash in lieu for the downstairs unit) and said there was nothing that they could do for this unit other than fill it up. So I spent at least $255 if not more at that time out of pocket. This was obviously enough R22 to get me through summer but in April 2016 I started to have the same issues: lack of cooling upstairs and water spot on my wall. I opened another service request with AHS and another contractor came and said the same thing: "I'm only allowed by AHS to fill the unit not troubleshoot the system." So again I paid $255 out of pocket to have him fill the unit with R22.

On June 28th I opened another ticket on the same system for the same issues described above. I reached out to AHS after the technician was scheduled to come out, via chat. In that conversation I was assured that the technician was coming out to troubleshoot the root cause of the issue and not simply to fill my unit up and leave. When the technician arrived he had not been notified nor had his office been notified by AHS that they had authorization to troubleshoot. I provided the invoice from the previous company that came out in April and that was the only way he could get approval to troubleshoot the system. After troubleshooting the system he found what everyone had suspected all along, the coil in the upstairs piece was leaking R22. He filled the unit with R22 because at that point temperatures had reached mid 90's and were expected to exceed 100 degrees by the weekend.

So again I paid him $255 for filling my unit and coming out. At that time I asked specifically if he would have to evacuate the entire system of R22 when he comes out to do the repair. He explicitly said no, that he would not have to do that. He stated that he would push the R22 down to the bottom portion of the system, cap it off, replace the coil, and he may have to top off a pound of R22. I called AHS that afternoon to discuss getting a reimbursement for the $255's and I was told that it would get sent to another department and that I would receive a callback within 24 hours. They could not get me a decision or discuss until the technician sent in his findings. That evening I was called by another representative from AHS stating that the technician had submitted his findings and that AHS had approved the repairs, however, there were additional costs that totaled more than $1000.

The technician stated he found "code issues" like the drain pan not being level, the float switch not being properly configured, and the drain line not being properly installed. These are issues that I told him about from 2010 when the system was installed by another AHS HVAC approved vendor. These issues have since been resolved by the original vendor. He also reported that he would have to add 8 lbs. of R22 (which is filling the system completely) which contradicts everything he told me when he was out at my house. Obviously this is another case of another AHS approved vendor trying to steal money from a customer. I explained all of this to the rep from AHS during this call and she was going to send this information up to the vendor's rep. I had asked that we do another cash in lieu at that time and I was assured that I would receive a call within 24 hours. I have yet to get called back on either of these issues.

I have tried to use your chat and the representatives on there when I said that if something was not going to be done about any of this then I would have to cancel my contract and I was told that she would be glad to put in the cancellation request for me. So basically AHS would rather cancel my contract instead of actually doing what they are contractually obligated to do. I called last night and after an hour of being on hold I finally got through to a rep who told me that she could not and would not issue me a reimbursement. I question this because in my previous calls I was told this needs to go to another department so how does she have the authority to tell me that I can't be given a reimbursement.

I asked to speak to a supervisor about that and before I could get another word out she put me back on hold. I waited on hold for another hour and then an automated message came over and said that the telephone system was experiencing difficulties and that my call was dropped. I've never heard of a system telling me that it was about to cut me off, it just cuts me off. This appears that AHS again is trying to avoid taking care of the contractual obligation. I live in South Carolina and for the past 5 days it has reached temperatures of 100 degrees or more. I have 2 children, a 3 year old and an 11 month old and all of the bedrooms in my house are upstairs where the bad HVAC system is supposed to be cooling.

Everyday when I get home the upstairs temperature is in excess of 85 degrees and doesn't cool off until late in the evening. So at this point I am extremely disappointed with the level of service and responsiveness from AHS representatives. I'm disgusted by the AHS approved HVAC vendors that have come out to my house in the past year, who have done nothing but attempt to steal money from me. I expect to be contacted via phone from a representative that can answer the concerns that I've outlined above. If I do not receive a call in the next 24 hours I will be forced to assume that AHS is willingly in breach of contract and I will have to take legal action.