American Home Shield [AHS]

AHS is giving me the run around in getting our central air fixed. I submitted a request for service last week on 27th of June, with the technician coming over the 28th of June to diagnose that the furnace and the AC system required replacement. You can look the information in my dispatch #[protected]. The property is 9447 Pine Lilly Ct Navarre, FL 32566. I was told that there was a 24–48-hour window for waiting on approval from the authorizations department for the repairs. That was Monday 7/3/2023 at the latest that we should have received notification.

I was told Monday afternoon at 12:30 pm that we finally got approval to replace the required parts, and that there was an additional cost of $600 I would need to agree to with the contractor. Now my contractor needed to contact AHS to move forward. My contractor called AHS and AHS said that the contractor was not aware that I agreed to the additional cost for the work and that AHS was waiting on me to agree to it. After another 1 ½ hours on hold at 3:12 pm AHS now tells me that the additional cost is now $800 to bring the system up to code, cover 2 switches, and the line coming from the furnace to outside the house. I said “Fine, I am willing to pay the additional cost as long as it gets fixed”. I talked to AHS and they called the contractor on the 3rd of July with me on hold. AHS said now the contractor needed to call AHS authorizations department, which he did. Now 5th of July we are told the approval for the repairs isn’t complete and “We are waiting for our Authorizations department to review the estimate for the work and it will take another 24-48 hours”. I’ve been told that line several times before. Regardless of the reason behind the scenes we are not privy to, but first 24-48 hours has come and gone and our home is still at 85-95 degrees indoors. It is Florida and there is a heat wave going on now and the humidity and heat combo is hard to deal with. This is also our livelihood being affected.

I have an open service contract dispatch ([protected]) which was two items, one on my Maytag Dishwasher that was open on June 12, 2023. The service contractor came on June 15, 2023 and wrote repair to replace the handle to my dishwasher. The contractor informed me that AHS said they ordered the part on June 23, 2023 but to date of July 3, 2023 they have "not" received the part. I called AHS today on July 3, 2023, put on hold for 1 and half hours. When customer service informed me that the part was NEVER ordered to date. They are ordering today! I have NOT been able to use my dishwasher for 23 days now! I paid over $1,000. for this contract and the SERVICE in your PARTS division SUCKS! I have had to do all the follow up on this service contract myself to get service to both appliances. This is NOT the only SERVICE PARTS division problems you at AHS are having. Same thing happened with my microwave where the service contractor stated the microwave needed to be replaced and YOUR (AHS) Parts division screwed around with this trying to order parts instead of calling me to replace the microwave. I finally got this resolved as well today with me following up not AHS following up---23 days later! But will have to wait another 14 days before the microwave will be replaced. SHAME on YOUR PARTS/ORDERING DIVISION! HORRIBLE SERVICE. You're probably going to lose a lot of business because of the lack of quality and/or service from your parts division.

Mrs. Lila Pniewski

1322 Canberra Drive

Essex, MD 21221

[protected]

My air conditioner went out in the evening when it was 108 degrees outside and of course, a weekend. My husband has a medical condition that requires him to consistently be in a cool environment. The next day, another 108 degree day, I tried contacting everyone who was open but no one was able to come the same day. I called American Home Shield, my home warranty, and asked for an emergency request due to my husband's medical condition. I was told if I didn't hear someone within 4 hours to call back for other options. Well I called after 3 hours and 40 minutes but was told by Jay that I had to wait exactly 4 hours. I asked him if the options would be different in 4 hours vs 20 minutes early. Their option was to find my own technician for the service and/or repair. Emergency medical requests should have a priority.

It has been one month now, and American Homeshield is still unable to refer the correct AC contractor to fix my AC unit. They referred a total of six AC contractors to me since June 2023, and all contractors they referred did not work on my rooftop AC unit. My AC is still not fixed. This is an emergency due to my family member with respiratory cond

In March I used your service to request a fix for my refrigerator. When Sears came they said it needed parts. When the parts came the new person from Sears repair said he fixed it and the parts were not needed. Within the next couple of weeks the same problems occurred and eventually in the next few weeks the refrigerator shut down totally. Sears came out again on May 31st to fix it and they ordered parts for the refrigerator on that day. I received some of the parts but one or more is still missing and I have been told it is back ordered with no time for it to arrive. I called AHS a week or 2 ago and they told me company policy is if the refrigerator was not fixed within 21 business days from May 31 (June 30), they would then discuss with me options.

Yesterday I spoke to one of your complaint departments that said they would get back to me today to resolve the problem but no one has reached out tome.

The part or parts are still back ordered and have not arrived so sears cancelled the June 30th appointment

This is ridiculous as we have not had the use of the refrigerator since March.

I have been a customer in my old house and this house and at the old house you did replace the stove when it went bad. When will you resolve this issue? and either fix it within the next couple of days or get me anew refrigerator?.

I await your reply

victoria earbin contract [protected]. been a customer for at least 10 years or more. I simply changed my bank account information for my automatic monthly

withdrawals to be taken. i received a past due notice for June which really upset me because I called AHS to be sure they received my updated payment information of which they acknowledged & I always pay on time. so why am I getting a past due notice? No one could seem to answer my question and when I asked for a supervisor, they either could not connect me or I am left on hold for more than 20 minutes. this is not acceptable and very poor customer service. I have just two months left on my contract and will be searching for another company. I do understand system issues etc but someone should have spoken with me to explain what the issue was. date: 6-27-23 4:00 pm TY

Projected temperatures are 115-118 degrees the next few days in Tucson where we live. The provider AHS gave us will not fix it until Thursday…four days from now. We are elderly and can’t stay in our home. We requested to use another provider, Concierge A/C LLC but AHS will not pay. We have spent $$$$$$ to this company and we want them to cover the cost.

My name is Gregory Ables and my contract number is [protected] and my address is 20702 CYPRESS RAIN DR Katy TX 77449. AHS sent out an AC company to fix my central air and heating system. They found a leak in my evaporator but instead of replacing the evaporator as I have the coverage that provides me with $3,000 in coverage, they instructed the company to use leak stop which is a temporary solution and lasts only a few months. By my contract the evaporator needs to be replaced since it has a leak but AHS shows the job to be complete. I fully expect AHS to honor their warranty and fix the evaporator

This issue started on 5/28/23 with our 3 1/2 year old LG washer not turning on. We have an AHS service contract so we called them immediately. They assigned a local company here in our town Clarksville, TN to be the contractor. The first visit by their technician happened and the person that showed up to look at the washer took one look at it and said that it needed a new circuit board. No diagnostics were performed and apparently the technician took down an incorrect number and thus ordered the wrong part. When he showed up for the second appointment he broke the original part removing it and did who knows what other kind of damage to the washer getting it out. He then stated that he would take the original part with him to order the correct part. We would not let him take the part and did in fact order AHS to fire that company as I would not let them in my house. All this was discussed at length with an AHS agent over the phone and was assure that all this conversation and the problems we were experiencing with this company would be documented in our account. NOTHING was noted in our account. We absolutely hate being lied to! They eventually did assign us to a different company after several calls. We live in Clarksville, TN and they assigned us to a company in Nashville, TN which is 1 hour and 15 minutes away from Clarksville. We explained to everyone we spoke to that keeping that company would entail making us wait until they had scheduling available for our area which was an additional week of waiting. So as of today we are three weeks out with a washer that still doesn't work. A new technician came today and told us that he would have to order a part and it would be next week before they could come out again. We have been forced to go to the laundromat 3 times since the inception of this problem, costing approx. $30 each time. We are on a fixed income and are both 70 years old. This is not only an inconvenience but physically painful for both of us. My husband has had a full knee replacement in April and I have experienced my own knee problem. We are both in rehab. So you can see the problem. No one has offered any kind of assistance with this money that we really can't spare. This is really poor customer service! We asked to speak with a supervisor and were told that there wasn't one we could speak to. Every time we tried to escalate to a higher power we were told that we could not! A supervisor did eventually call us three days later. Very poor customer service response. It's no mystery why this company is rated a one star. If we are not given a satisfactory response this time, we will be suing this company and we will cancel our contract.

Service request order on 5/28/24 regarding an eye on my stove stop will not turn off and the way it will turn off is by way of unplugging the stove. The contractor’s first available appointment was 6/7/23.

Technician from Kasey’s Appliance Services explained he couldn’t find the part for this stovetop. He informed me to give them 25 hours to contact AHS. I have been getting the runaround since June 8th and no results. I am calling everyday and the answer they will contact me within 24 hours.

I am so frustrated with AHS. No resolution yet!

Contacted AHS 06/14/23 to place a pumbing service request for a pipe leak (gas pipe repair on the meter) located at the storage room under the carport. The gas has been shut off. Waited for a servicer to contact me to let me know when he or she would be out to make the repairs. No response from AHS or any service entity. Called back 06/20/23 to get an update on that service request and was told by the CSR that the request was not placed due to a cliche in their system and a new service request would need to be placed. Service fee would be charged on this request and I would need to wait until their dispatch team located a Plumber in my area. This is a second service request for the same issue.

Late on Saturday May 13, 2023 my water stopped. Early Sunday May 14, 2023 I called AHS to get a vendor. AHS could not locate a vendor after 5 hours. I received permission to find a local plumber that was on AHS approved list, Anderson Plumbing. Anderson Plumbing was able to get a plumber to my home by 3:30. I tried to contact AHS to inform them of the estimate. I called 6 times, first two time I waited about 15 minutes. Third time I could not get through. Fourth time I was cut off. I called the 5th time and was on hold for 25 minutes and the line dropped. I call again and it was busy. The plumber found that the regulator was not working properly and the main shutoff valve was not opening or closing. Both were over 20 years old. I had shut off my water to the house late Saturday in case there was a leak.

I hope been a AHS customer for over 10 years and you always came through for me in emergencies. However, I received an email from the "Claims Review Team" telling me that I would not be reimbursed for the plumbing repairs because I did not get AHS approval for the plumber.

Today, 6/20/23 I called AHS to ask to speak with some one. After 20 minutes

of asking and having the rep keep repeating the contract section I did not follow, she refused to give me a name or phone number other than customer server, which I have been talking to all time and today.

Been an American Home Shield Customer for 9 years. They have sent techs/companies to repair our AC several times. We know they only like to repair and not replace but will accept this policy. In May 2023 opened a ticket for AC repair. Paid the $100 service call they sent a tech from Quick AC Solutions Inc who put freon in the system. After a week or so system is down again. Called American Home Shield they re-opened the ticket again another tech from same company did the same. Again the AC stopped blowing cold air. A third time another tech same out and says it must be a leak and refused to go into the attic to review the handler. They reported to AHS we do not have access to the handler and AHS closed the ticket and will not send out another tech unless we pay another $100. Though this AC has been repaired by AHS before and the handler has been accessed by other companies representing AHS. They closed the ticket. Refusing to complete the job, and not following their contract. Called and tried to talk to a supervisor several times, was read the same script over and over again and refuses to honor their contract. Need help.

Good morning -

I have taken home extended warranty to cover my appliances and HVAC and other home units with AHS (American Home Shield). The coverage was initiated on April 4th, 2023, with 30-day period and become effective on May 4th, 2023, for a year contract. On 06/09/2023 I have noticed by A/C unit not working and I have initiated a service request with AHS. A technician was sent to diagnose the problem. The technician suggested the issue is with coil and bugs may have caused some holes and refrigerant leak, hence no pressure to start the A/C unit. AHS denied servicing the unit for the problem saying it is caused by some bugs and not a normal wear/tear. I disputed it saying bugs do not cause holes and leak of the refrigerant. They suggested for a second opinion and there is another technician came to diagnose the problem on 06/13. This new technician reported it is a pre-existing situation and hence the A/C is not working, and AHS again denied the service saying they don't cover pre-existing conditions. I have escalated this up AHS but no use. I have argued it is not a pre-existing condition and A/C was working fine since April as weather started warming up and suddenly stopped working, and they are asking me to bring proof to show it was working fine. I have asked AHS if it is pre-existing condition, why is not the first service provider mentioned it. They dont want to talk about that as it is not necessary anymore, and I was denied service and without A/C. I am paying them every month to have full coverage for my home appliances and HVAC but have left with NO option to report this to consumer complaints.

On Jan. 29, 2023, a water pipe (under pressure) to my upstairs bathroom faucet broke causing hundreds of gallons of water to spew inside the walls of my house. Because of the location of the break, there was no way to stop further damage to my home other than turning the water off to my entire property.

I immediately called American Home Shield to send a service contractor out immediately. The customer service rep. said her earliest appointment was the following week. I told her it was an emergency. She said there was nothing she could do to expedite my claim unless I wait four hours and call back. Then the claim would be serviced in 24 hours. I called back in four hours and I was then told there was no one in the offices (it was after hours) and I needed to call back in the morning. I called back and was then told they were still working on it.

This was extremely urgent because it is my house that I rent out - currently vacant. I had flown into Phoenix on my days off to check on my property and was scheduled to fly out on the 1st. Your committment to me was it would be fixed by the 31st. I tried to contact CNJ several times to make sure they would be there on the 31st. They finally contacted me on the 31st to tell me they had no one available that day and said they would be there on Feb. 1st, FOUR DAYS SINCE I CALLED YOU AND REPORTED I HAD AN EMERGENCY. I called AHS back again and told them I had no water for four days and I needed it fixed today. They replied that CNJ was assigned and they had no one else in the network to respond sooner. I said they were violating my contract and that I should be eligible to find someone to fix it today. I was placed on hold, then disconnected. I called AHS (you) back and told the rep. to cancel my contract. I was transferred to Chad/Richard Tompkins and I told him what had happened and that AHS had breached our contract and now I am forced to find a plumbing contractor out of network. Chad apologized profusely and stated that AHS would make it right. He made sure I was not billed for the service charge I was not getting and told me to make sure the plumber I called was licensed and certified, and that he would submit the receipts for reimbursement. He stated he could not 100% guarantee I would be reimbursed for the total amount, but submit them as soon as possible. This would be done if I would remain with AHS. I agreed to remain and after five months later and several emails attempting to reach Chad I receive a call from him with all sorts of excuses why he did not reply. He stated my request for reimbursement was denied because I did not have the proper authorization from AHS to go outside of the network. Your company would not give me nor told me I needed a "code", even after I told AHS that they were in violation of our contract. Furthermore, I did not call a plumbing contractor until after your representative Chad said to send him my receipts, specifically what your requirements for reimbursement where, and when I could expect payment. That was authorization to me. That implied promise for "some if not all reimbursement was the only reason I stayed on and paid $1600 in additional premiums. I have been harmed by your actions and have accumulated more than $6,200 in documented legitimate damages. I intend upon pursuing legal action, a process I hope we can both avoid by finding a resolution. Because of your refusal to uphold your responsibilities and told by your representative Chad that AHS would not discuss this matter further, I was forced to cancel my almost 13 year contract with you. I was further informed that with my cancellation, my company file and history with you would be completely erased.

Since December 27,2022 I was assigned to East Electronics to replace some parts of my kitchen stove. They came and made the assessment. In February I called them and told me the parts where being made in the manufacture of Premier Stove/ range.

Told me in May it would get fixed

I call and no one answers.

I spoke with a lady on customer service.

Someone was to get back with me.

I need answers.

If I don’t service then we must cancel with American Shield Home Warrranty

And go with another company.

Please call me at [protected]

Email. [protected]@gmail.com

Contractor came out last year. Unit had shut off and capacitor was replaced. Before leaving they said low on freon. Manager called and said over time they get low. I was working at home and thought ok. Was taking guys a long time outside so I went out and techs were trying to put something in system. I was told stop leak. This is when I learned that freon is not supposed to leak and stop leak damages units. Called contractor to get receipt where they put stop leak. Have to call AHS. I have tried multiple times to get a receipt from AHS. Now less than a year later my A/C unit is out and has to be replaced. AHS is saying I let freon get low and ruined system. Nope they put in stop leak when there should of been a repair last year. Tried calling to talk to manager. Only get put on hold and then phone hangs up. I'm done with AHS and with temps in 100's I am having replaced. AHS advertises they repair or replace. I havent seen either. Now I am seeing that they used my credit card that I used for service call for monthly payment. Never gave them permission to do this.

Dear Mr. Timothy Haynes,

I am experiencing tremendous delays in getting a simple dryer problem fixed from the contractor chosen by AHS. I spent over 2 hours on the phone bouncing between Customer Service, Parts, and Appliances to get assistance with expediting this repair with the chosen contractor. The contractor has tried to get the parts and they it will take 8 to 12 weeks. I found both parts online:

• 6323EL2001B Dryer Thermistor Assembly Replacement for LG and Kenmore Dryer – ship and arrive by June 11th from Amazon

• Kenmore LG Dryer Main Control Board EBR33640913 – ship and arrive between June 16th and June 19th from Amazon

My price to fix with a local contractor is approximately $750. I have called multiple times to get the parts, labor, and deductible returned and no Customer Service Representative has helped so far. I am asking for your assistance as I have been a AHS Customers in several homes since 2015. My wife and I have 2 small children ages 2 and 4 along with our needs for the dryer is urgent. We have tried for the past 30 days to accommodate another 3-4 months seems longer than required if parts are available much sooner.

The resolution I am seeking is to expedite the repair by the contractor from AHS or a complete refund to cover the $550 it would have cost me out of pocket to get the dryer fixed.

Your attention to this matter is greatly appreciated. Please feel free to reach out to me via email or by phone [protected].

Kindest regards,

Toby and Anila Mathew

I was told when I signed up that they would come out once a year to check either the heating or air. I called May 8, 2023 to have the air checked out and never got the free service. as promised. Instead, I had to pay $125 trade fee for someone to come out before we had even turned our air on. When the technician came out, who by the way was very nice, we were told that our refrigerant was completely out and we needed a new unit. We have a baby in the household. After 3 weeks of not hearing anything from them, I contacted AHS on May 31, 2023 for an update status and was told that the part had been ordered and picked up. We have to pay $1100 for the rewiring of the new unit. I pay $95 a month for this service. Granted that is much better than having to pay for the entire HVAC unit. I was never told by the representative that I had to go online and Accept that I would pay for the $1100. Here we are 3 weeks later and still have not heard from the contractor. When I called them today and reminded them that we have a baby in the house, the representative said that the contractor didn't answer and the mailbox was full so she had to e-mail them. Now we are having to wait again and it is hot. Why is it taking over 6 weeks to get something fixed? They are not waiting 6 weeks for their monthly payments. I am extremely unsatisfied with this service and am not impressed at all. If this doesn't get resolved quickly, I will NOT be renewing my contract if this is what I have to look forward to each time I have to file a claim. This is ridiculous at this point and completely unacceptable!