American Home Shield [AHS] review: Home warranty service for hvac repair

8/7/26-Account 679866308 (Service Request 72843529). I made an online service request and followed up by calling AHS today in the early afternoon to request that the repair be considered urgent, and to give a few more notes for the technicians. The condenser line is backed up to the point where there is water pouring out of my tenants' ceiling. This is causing severe water damage and creating a dangerous situation for my tenants. AHS assigned Fick's Home Repair, but they can't come until 8/12. I asked AHS if we could find another company to come more quickly. They called four other companies within their network, and nobody can come sooner. I asked to escalate the situation to an emergency and requested out-of-network authorization. I spoke with Feliz (8169149). She was incredibly rude and short and kept trying to end the call without fully explaining AHS terms and policies. Feliz said that she "refused to escalate the service request to an emergency". She said that the "stands by the decision to refuse out-of-network authorization" because the service request was scheduled
"within guidelines". When I asked her what guidelines she was referring to, she said she "couldn't tell me". I asked her to escalate this further, and she said "someone would be calling me back within 24 hours". I asked her who would be calling me back, and she said she "couldn't tell me". Overall, Feliz was incredibly rude, argumentative, unhelpful. combatitve and she kept talking over me. Meanwhile, my tenants are in a dangerous situation, and can't use the air conditioner in the middle of summer for fear of making the situation worse.