Contact American Home Shield Corporate

on monday 3/2 at around 9am I called to customer service to arrange to have my heating unit serviced as it stopped working on sunday 3/2.
on speaking with one of the service reps she informed me that my most recent payment,due 3/1, was not processed and therefore she could not place my order. my monthly payments are charged through my credit card and there should be no reason for my account being past due. my credit card payments are up to date. upon further dialogue she then tells me that there is a problem on your end whereby the payment could not be processed. I'm not understanding this and it's unacceptable. I then requested to speak to a supervisor who reiterated the same and said that it would take 24-36 hours for the problem on your end to be resolved and she would call me back! now I ask what am I supposed to do in the mean time in a cold house? all that I could get from the rep and supervisor are apologies. I then asked to be transferred to someone in the states. they can't do that was their response.. neither the representative nor the supervisor seemed genuinely concerned about my plight as a customer for the last 5 years and who has never had a problem with paying any fees. thank God I was able to finally get resolution via the voice response system.

We have an open work order to replace our furnace that they have tried to repair 5 different times charging us the deductible each time. We are in the middle of winter with no heat and cant use the exiating furnace due to a carbon monoxide leak. We have called numerous times and keep getting the run around to find out that the furnace still hasnt been ordered. Absolutely ridiculous. No one in customer service helps or speaks english and the company thst will be installing is getting the run around too. All i want is heat and our furnace!

TICKET NUMBER 522692722

MY AC CONDENSER NEEDS TO BE REPLACED, YOUR VENDOR CAME OUT BUT WOULD NOT INSTALL UNLESS I PAID HIM 392.00 FOR REFRIGERANT I DIDN'T NEED. CALLED CUSTOMER SERVICE AND THEY WOULD NOT DIRECT VENDOR TO COMPLETE THE INSTALL NOR WOULD THEY LET ME SPEAK TO A SUPERVISOR OR MANAGER. I ASKED YOUR REP ( MARRIEN ) A DOZEN TIMES AND THERE WAS NEVER A SUPERVISOR OR MANAGER AVAILABLE. THEN SHE REFUSED TO GIVE ME HER MANAGERS NAME.

ALL I WANT IS YOUR VENDOR TO COME OUT AND CORRECTLY INSTALL THE REPLACEMENT CONDENSER. YOUR VENDOR CHARGES ENTIRELY TO MUCH ( 60 TO 70% MORE THAN OTHER CERTIFIED VENDORS) FOR REFRIGERANT AND 2ND I DONT NEED ANY

ANDRE AUSTIN
4727 ASHFORTH WAY
OWINGS MILLS, MD 21117

301-437-8622
ANDRFERAUSTIN@YAHOO.COM

I send email to customer service about my complaint of being disservice by your Call center Three times was hang up by representative when I ask for Supervisor.. the Representative was not understanding of my request , I repeated myself many times about my request for refund of emergency service paid out of pocket. I spent 30-45 mins each call waiting for Sup and then hung up on me...very unprofessional, not helpful, No emphathy at all...

I am satisfied with the service you have give to myself and my family....My only complaint is when I call your company I don’t want it to sound like I’m trying to talk to Bin Ladins Sister.... I would Love to speak with someone who can speak English!!!!!

I had a replacement dryer with your company. This is where your company starts pointing fingers. Finally the distribution company delivered the dryer after nearly a month with no dryer. They didnt install it because they didnt bring the correct cable. They told me when I called that their driver didnt indicate that on his paper work. They got supervisors on the phone who said they promised to get the cable to me today at 9am. It was 9:27am when I spoke to an extremely rude though somewhat helpful person in your appliance replacement department. He could not give me an eta on the delivery and installation that I have already paid for through my subscription with AHS. I know you don't care. I am just letting you know though that not only am I coming down on you now, I am posting a complaint with BBB. Yep, your company sucks.

my ac (central unit) has been out since June 28th. Your records say July 3rd. It's July 17th, still no ac. Status was updated to urgent because of medical issues with my grandchildren. Your first tech didn't show, then trouble locating anybody to work with AHS. Absoulete Paradise finally came out a week ago. They ordered part for ac (Ii don't know if it is in or not) I called this am and was told possibly today or tomorrow. I just wanted to tell AHS that your 24 hr. policy for repair is not true. It has been 14+ days with no cooling on a warranty that I worked hard to pay for the services and the deductible. Your company is not truthful. I will not recommend your company to anyone.

They replaced my 80 gallon electric water heater with a 50. Their contract states under overview that they should replace with the same capacity. They say because they installed a booster its the same. Its not. The booster only adds 25% which would only add 12 and one half gallons making it the equivalent to 62 and one galf gallons not 80. Theyt old me they no longer make 80 gallon water heaters. Not true. They have them in Lowes and Home Depot. They don't live up to their contract. My only option is to register a complaint with the BBB.
I'm tired of the run around.

I have been a customer with American Home Shield for over 20 years honoring my monthly payments this entire time. The payments have gone up from $50 per month to $75. The service fee has also gone up considerably to $75. My central air conditioner went out and I am 72 years old with chemically burned lungs, as well as other physical problems and just had a stroke last week when I was on the telephone with AHS and the VERY rude and highly badly reviewed service company. When I was told the company name that they were sending out I researched them and called AHS back right away and requested another company before AHS had actually assigned them. I was advised that this was NOT POSSIBLE! AHS had already collected my $75 service fee. The company that they sent out has been rude and hateful and has hung up on me 3 times thus far.
PLEASE I ask that you send another company out - The heat down here in New Orleans is horrible. I pray you will help an older lady in any way that you can! May God Bless YOU and YOURS and May God Bless America! Please advise: (985) 630-4464.

TRYING TO GET REIMBURSEMENT FOR DRYER THAT TOOK 8 SERVICE CALLS TO FINALLY GET IT REPLACED.SENT FAX ON JULY10 AND SEVERAL INQUIRES AS TO STATUS OF REFUND CHECKS WITH CALLS BEING LOST AND NO CALL BACKS,NOT A GOOD WAY TO KEEP A 12YEAR CUSTIMER SATISFIED.CONTRACT NUMBER 260842622 PHONE 863 701 6868,BE REALLY APPRECIATED IF SOMEONE REPLYS ASAP,BEEN ONGOING INCONVENIENCE CINCE MARCH,FAX HAD ALL REQUIRED INFO. THANKS

If I could give a negative star. I would. We have had a work order in for my A/C unit since February 14, 2019. No resolution. Spent over 4.5 hours on hold and being transferred around over the past 2 days. Finally got through to someone in the escalation department and let's just say, they are trained poorly. Still no resolution and Brandon hung up on me when I asked to be transferred above him. 2 of the A/C companies that they contract with will no longer provide service because AHS does not reimburse them on time and won't allow for certain repairs. How is it that I have been a loyal customer for a few years and this is how this ends up? Corporate greed at it's finest and poor customer service. After reading all the comments, it makes sense. I think it's time to put the money back in the pockets of the independent companies and not in 3rd party companies, trying to make money, while ripping off the boots on the ground providing the service. #worsthomewarrantycompany #stopthethirdparties #poorcustomerservice #scam #classactionlawsuit #dontbefooled

I would give this company 0 star if it let me. Please do not waste your time with them, they are scam with all of their representatives located overseas and who simply do not care about helping you. Save yourself nerves, money and time and run the opposite directions from them. American Shield Company? HA, try to find an American to speak with them.

All I heard was "Im sorry" when I tried to call multiple times and complain about our AC problem and the service we had to wait for 3 weeks during the triple digits weather. They didn't show up to their appointment, didn't call, then next dasy they sent come incompetent technician who blamed the problem on electricity when it fact it was the broken compressor.

We had to contact a different company so they can identify what was the problem. Are you serious???? The companies this insurance works with cannot even send you a technician who is competent enough to figure out what is the problem.

When we told them the compressor is bad and needs to be replaced they told us it would cost 4K and they will pay half of that. When asked how long it would take to get a new compressor, they told us about 2 weeks. We could not wait any longer and had to contact a different company (NOT through American Shield). The other company came the same day and changed the whole BRAND NEW unit for 4K. When we called American Shield to let them know they should cover the costs as promised (2K) since we paid out of pocket and had to find someone else since we couldn't wait for 2 weeks without the AC in the 100 degree weather, they told us all they owe us is $260.

This is the worst company ever. How dare they even advertise themselves on TV. they are only here to collect the premiums, when it comes to fixing things, they hide from you. I told all my family, coworkers, friends to never ever have them and some of my family members who had them, cancelled their services right away after having heard my story.

I waited on hold for nearly two hours to speak to a supervisor. Then after speaking briefly to a supervisor, she placed me back on hold for 30 min, kept checking the line to see if I was still there, and then hung up on me. I spent 2.5 hrs on the phone and nothing was resolved.

They are refusing to replace my refrigerator, which has been out of service since February (it’s July.)

I would give a rating of 0 but it would but allow me to.

I have been waiting to have my refrigerator repaired since March 29th. The fixed the ice maker but never repaired the refrigerator drawer or shelf. The service company claimed to have ordered the parts but claimed to AH that it was fixed. I had to open another ticket on May 30th to have it repaired. It is now July 9 and still no repair. Even though I checked and the parts could be obtained on the internet.

We were given authorization to purchase a fridge replacement, submitted documents and have waiting 2.5 months for our reimbursement. Were first told 10-14 business days. We did a review on Consumer Affairs and got a social media person form AHS to message stating they had the wrong address which is implausible, as we confirmed it each of the 8 times we spoke with the call center. We were told accounting had cut and mailed a new check - a week later, still no check or phone call. U.S. mail from their offices is no more than 3 days. We may have to go to governmental or legal avenues to get the funds due us per our contract. The worst experience I have ever had with a company!

Customer service continues to either hang up on me or tell me they’ll follow up in 24 hrs but never do.

Luster M. Fort
1407 Crossett Dr.
Spanish Lake, Mo. 63138
Ph# 314-378-6843
E-mail = 1oscruzer12@gmail.com

RE: Recent Plumbing Trouble Report
Service Request # 509512872

06/21/19 0930 1. Reported upstair bathroom toilet leaking and not flushing completely.
I takes sometimes 2-3 flushes to remove waste.
2. Also reorted upstairs bathroom sink leaking and draining slowly

10:55 Called and made appointment with American Plumbiing solutuions per American Home Shields recommendation for monday btwn. 09:00 and 11:00

06/24/19 09:00 American Plumbing solutions arrived promptly at 09:00.which I was happy to see, but with only a pair of channel-lock pliers in hand and proceded to fix the leak underneath the sink, after which he went to his van and came back and informed me that he didn't have the proper tool to rod the drain which was a slow drain not a stopage as was written in the report..
He looked at the toilet and said, (as a plumber before him said), that the toilet wasn't flushing completely because there is a build up of calcium/lime deposits in the inside of the top of the bowl causing the water from the tank to not drain fast enough to the bowl to flush completely all the time. That this was not uncommon for toilets 60 years old and this is the original toilet. He asked me for “a coat hanger” to attempt to remove the build up but was unable to..
He said the wax ring in the base of the toilet was leaking and that it had caused the floor to be dammaged, (which by the way leaks is inside the base of the toilet and cannot be seen until damage is done to the floor in most cases), and that he could not replace the toilet until the floor had been repaired. He left saying he had to call American Home Shield for Aproval.

Shortly after the plumber left I got a call from a American Home Shield adjuster,
(Kokeithia), who informed me that the “floor damage was secondary damage”, and that American Home Shield was not liable for that.
She said that I would have the floor repaired and I told her that I had called and s scheduled a contractor to look at it that day and that he said he could have it done by Wednsday or Thurdsay afternoon at the latest.
I asked her if I needed to call American home Shield or American Plunbing Solutions to schedule getting the toilet replaced and completing the job. She told me I was to call American Plumbing Solutuions and that there would be no further charges as I had already paid my $100.00 service fee.I informed her that I would try and schedule this friday morning as I was scheduled to leave town friday evening

AMERICAN HOME SHIELD 2.

12:33 Called American Plumbing Solutions and Informed them that the Floor would be repaired no later that Thursday afternoon and I would like to schedule the toilet replacement and finishing the job for friday morning.
She said that should be no problem and she would have the plumber call me that afternoon to confirm.

06/25/19 07:21 Called American Plumbing Solutions to let them know I had as yet not received a confirmation for a friday appointment. .She said, “oh, he hasn't called you yet? I'll have him call you as soon as possible.)
11:41 Called American Plumbing Solutions No confirmation called again and no answer. Left a msg.
/ 1:08 Called American Plumbing Solutions Still had not received a call with confirmation called left.msg.
1:11 Called American Home Shield explained my problem and she said she would call and e-mail them and ask them to call me.
4:49 Called American Home Shield explained my problem asked to speak to supervisor. Was put on hold and then dropped. (9:00 MIN.)
4:57 Called American Home Shield back again explaned my problem again asked to speak to a supervisor again. Put on hold many times for long periods.
Finally came back and said that the problem with the sink had been tranfered to PK Plumbing LLC with no explaination why. ???
I asked her what about the toilet and she said that I was to call Ken at American Plumbing Solutions directly to confirm the appointment to come out for the toilet. At least 3 times during that conversation I directly asked does he understand that he is replacing the toilet under the contract and she said yes each time. (40 MIN. CALL)
4:48 Called ken american plumbing solutions and he said that he was told that i was to pay him for the toilet and labor if he came out.
. 5:40 Called American Home Shield explained my problem asked to speak to supervisor rudely put on hold without informing me and dropped after 12 min.
5:51 Called American Home Shield explained my problem asked to speak to supervisor explained everything again before being transferred to a supervisor, on hold forever waiting for her to pick up. she finally picked up and had to explain everything from the beginning again. She puts me on hold 2 or three times for about 10 min. each. and comes back saying the the toilet was the Secondary damage which i explained that is not true, the toilet leaked causing secondary damage to the floor which i am paying the contractor $ 200.00 to repair in addition to the $100. dollar service fee.
Her final words to me were that she was going to call American Plumbing solutions again and talk to the plumber that initially came out and would call me back in 1 hour. I explained that I didn't have much faith in that seeing as no one had returned my calls since yesterday afternoon which is why I have been calling so much. At this point in time it has been 4 hours since she said I would get a call in 1 hour. (By the way this call was 2 hours in duration)

AMERICAN HOME SHIELD 3.

Up until now I have been pretty content with my service from American Home Shield with one eception prior to this and it was a plumbing issue also.. This experience is truly unbelievable. In summary I have a few thoughts.

1. Your off shore agents dont understand english nor do they relate the problems as stated, when they read the trouble reports back to you they clearly were not documented the way they were explained.
2. Your off shore supervisors may speak a little better english but do not understand much more.
3. The initial plumber that was sent out did not come prepared to do the job. My experience with the plumbers that were sent to me is that they come out for the service fee and if the job turns out to be more than a routine job or a simple fix they give you the impression that they don't want to follow up unless there is a whole lot of out of pocket to the customer. And they are well versed at what American Home Sield will not pay for.
4. There is no excuse for not giving a customer a call back for an entire day.

Sincerly,

Luster M. Fort

i have not heard anything back from my letter i sent to the corporate office on my complaint, re my agreement no 260068082 on the electrical issue

I called AHS to have my ac unit worked on. I live in the desert temp was over 110 and was going to be triple digits all week. a contractor from ac blue came out the following day after I place a service call. he asked what the problem was. I told him my ac wasnt cooling down the house anymore. I set my ac for 80 degrees and it started to increase to about 85 degrees and stayed at that temp with the ac running all day. it never turned off. it finally cooled down to 80 degrees around 10pm. the contractor said "you probably need refrigerant " I told him ok but how do u know that's all it is without checking my system? he replied " cause thats what happens when you need Refrigerant. Refrigerant always leaks so u need to put Refrigerant every year that's normal". he stated I would have to pay him cash for adding Refrigerant and I could choose between 35 dollars a pound or 95 dollars a pound depending on what Refrigerant I chose. it didnt seem right to me that he was asking for cash so i asked if he would wait while i contacted AHS and he said no i have other appointments i have to go and he left. I called AHS and got the run around talked to a manager and was told they would give me a follow up call first thing in the morning and have another contractor come out and fix the issue. I have not had a call yet. I called AHS at about noon 6-14-19 and was told they were still working on the issue and waiting for the contractor to put the diagnostic. I asked to speak to a manager and was told they were busy and would call me when they where done talking to other customers. I am very disappointed and dissatisfied with AHS. I was referred by a family member and I really wish I would have gone with another company now. customer service is horrible. I'm hoping this issue will get resolved asap.
Albert Rocha.

Terrible run around from customer no/service dept.
I had a referral for a plumbing leak. See your referrals-Brix plumbing.
It was repaired by Brix plumber. He gave me a bill which I paid directly and he told me to contact AHS for reimbursement .
I contacted them and have spent endless hours getting a run around.
Help!........

925-323-6001

AC problems. Went online and scheduled service request. Requested on Saturday, appt on Wednesday. Repairman added coolant to one unit. Did not address all issues. Drain still stopped up, other unit not cooling properly. Said Only had work order for one unit. When making the request for service at no time was I asked how many units. I called back in after he left. Supervisor told me it was my fault for not letting them know and that it did ask online and representative would also ask. Lie. I called back to place another service order and they did ask me how many units. Supervisor lied to me. No one ever asked how many units! And the phone representatives are horrible. You can’t understand them and they don’t listen to what you’re saying nor can you talk to someone of authority over them. I should not have to pay for another service call. I guess this is one way you cheat people. I expect to hear from someone that can resolve the issue , and soon. My air is still not working properly.

New, and unsatisfied customer.

Denise Hudson
940-393-6405

Customer service is the worst! The company is too cheap to hire call center personnel that actually understand and speak English. Very frustrating dealing with anyone via a phone call! Trying to get a $75 payment reversed on my credit card from an appointment I cancelled and a week later, I'm still waiting. I was initially told 3-5 business days that has now stretched to 7-10 business days. When I asked for a supervisor, was told there was none available. Who does business like this?? I can tell you that once this home warranty expires, I will not be renewing it with this company! I do not recommend!

My complaint is with the service company they sent to “fix” my A/C. Everyone knows the heat of summer in Texas can get unbareable so without A/C you can just imagine. Well it’s not even heat of summertime yet and when my air won’t cool you would expect when you pay for service you could the problem resolved, well service did not resolve the problem! A/C only worked for maybe an hour after technician left and are refusing to come fix issue. So I have now been without cooling air for 10 days in hot Texas weather

customer service says on thing and nothing gets done. I have now been waiting for a week for a call back when I requested to a call to be pulled for proof of what they said. I have spent 8.25 hours on hour in this last week for no resolution at all. I have been hung up on by more than 4 customer service agents also they are a legit scam with some of the worst customer service I have ever encountered

I made a claim on a side by side refrigerator not freezing or cooling as it should be 3 weeks ago. They sent 3 duiferent companies out. The first canceled b/c they don’t service my area. The other two came. The second one said it’s a Freon issue but he nor anyone in his company were certified to do Freon. After calling American home shield they said they would find someone to do Freon. When that company came out they couldn’t do Freon and said it was a sealed system and by the time your were finished it would cost 1/2 the price if the fridge to fix- he was recommending replacement. So I called AHS. They had trouble finding anyone to work in sealed systems. And this just lingered with nothing being done about it! They took my $75 and have done nothing for me! Not to mention the monthly payments I pay! It’s like either no employees make notes or they don’t read them. Each time I’ve called over the last 3 weeks I was on hold up to 3 hrs. Each time they call the same companies and even referred me to someone that had already come out that couldn’t do the job? The 4th company said they could do Freon so I called them before they came to ensure that b/c my having to take or make these calls jeopardizes my job! That company said yes we do Freon but we don’t work in sealed systems so I’m calling AHS to tell them that. That was last Friday. So I called AHS back. Talked to Molly. She said she was calling tor other vendors. Told her everyone had been doing that for two weeks and can’t find anyone and we’re referring it to distribution. Told her I’d been told that already several times. She said we needed a diagnosis and the two companies that came out couldn’t do it. Told her other AHS people told me I’d hear from the distribution within 48 hrs- have still never heard from them. Molly said she would email them to reach to me with their progress. That was 5 days ago. Today I called AHS and they guy asks when Capital city was coming out? Told him they turned it down b/c it was a sealed system. He said he’s call some companies. Told him no way- they’ve all been called and asked for his supervisor. Zy( supervisor) said they have to confirm with capital city they can’t do the job. Told him I know they did b/c the woman told me she would!!!
In a nutshell it’s been almost 3 weeks and have been referred to distribution 3-4 times already and nothing? This is ridiculous! There is some break down somewhere? Y’all have taken $75 from m me and done nothing in 3 weeks! When I said that your supervisor said “ if we give it back we cancel the work order?” That is horrific customer service!! I have paid a warranty company for 3 years and this is what I get? I have pics of my hours long conversations with y’all and still nothing!?
I want something done about this!

Sincerely,
Ann Meyers

A.S.H.recommended co. Air design air condition Serv. To sevice my ac. They did not come or call to do the repair and gives no response when notified.

Im having a hard time getting my central air fixed two service techs sent to my home by American home shield said my control panel and evaporar coil needs replacing the control panel was replaced but instead of replacing the coil put some stuff in to seal the leak and it leaked out will i be credited for the leaked freon because more freon would have to be purchased. They put the freon in and some stuff to seal the leak but i now have no AC and money wasted I want them to replace the coil not seal or plug it up. . i have numerous heath issues but cant get any one to fix this or replace AHS should have done more. Yesterday I asked to speak to a manager and was told no manager available was on a call so i told the service person i woul hold he kept saying some one would call me back i told him no i would wait because that mornig i was told someone would call and tell me something this is terrible service can someone help me.

Virginia elliott
11500 burning tree court
Bowie,md 20721
3013500214 home
3014668930 cell
Sent from Yahoo Mail on Android

Sent from Yahoo Mail on Android

Sent from Yahoo Mail on Android

Issues with AC/heat for about 9 months. AHS sent out a subpar contractor who totally messed up the system, supply/return in garage and ductwork. Multiple calls over winter regarding no heat, now with first heat of summer our ac is barely able to keep house 78 when set at 76. AHS refused to have another company repair contractor screwups. Hired an independent company who said the work done is ridiculous. Don't know what to do now to get reimbursed.

Subject: Air Conditioning

Good morning Mr. Wassmer, my name is Cathy Jones and I live in Bessemer, Alabama. You are a last resort for me. I have been reading about Mr. Rex Tibben, CEO of American Home Shield. Would you have a telephone number or email address for Mr. Tibben? My husband and I are desperate at this point. Our air conditioning went out on Tuesday, May 20, 2019 and we are currently in a heat wave in Alabama. I am a chronic migraine sufferer, my husband has hypertension and it seems like no one at American Home Shield cares. We have spoken with them daily and there is no compassion for our situation. We have been loyal customers for 8 years. AHS did order or authorize the purchase of the unit but the contractor says he can't install until Tuesday the 28th. I have been sick for 2 days. My husband and I have spoken with a representative and a supervisor @AHS this morning to request outside Authorization to be reimbursed for a hotel room for this holiday weekend until our air is fixed or we could pay for another contractor to install and be reimbursed for payment with outside Authorization. We were told it would be May 28th and there are no other options. You are my last hope. I have worked for the government over 29 years and I process contracts. I realize that the work order can be cancelled and we can take care of the air ourselves, but we need our money back. If AHS contractors are a reflection of the company, where is the professionalism, customer satisfaction and compassion. If you could put me in touch with someone who could help, we would be forever grateful. This will be the worst weekend ever and I am a veteran who served in the United States Army for 22 years. God bless you.

I have been trying to get my GE dryer fixed since 4/7/2019. The service guy (Dial One McConnell) has been out to my house twice. They was suppose to come back out on 4/19 but never showed and lady called to tell me they was going to order part. Well if they knew a part was needed I would NOT had to take off work for the 3rd time. I called May 7 somewhere in there to check and was told the part came in on 4/26. No one has notified me to schedule appt. Then when CSR called Dial One they informed that part came in broken so another part was order on 5/7-9. I called on 5/20 and CSR informed me part has been in since 5/15 and someone from Dial One will call me. I called 5/23 only to get informed that only a screw was sent and not the correct part. This is RIDICULIOUS! I have been lugging clothes to the laundry mat for almost 2 months because I cannot use my dryer and I keep getting the runarounds. I should NOT have to keep calling to see when my dryer would be fixed and no one is communicating with me. I am very displeased in the service of my warranty company and also the contractor and at the end I am losing out by no dryer, paying for laundry mat, and having to take of work multiple times and it is still NOT resolved. Not to mention when I called 3 times yesterday 2 people hung the phone up on me and one was very rude and bluntly lied right to me after I asked to speak to a Supervisor he told me one will call me back. I asked him to verify my contact information because he had not asked me my name, contract number, address, or anything and he disco'd call.

I would like an immediate resolution. It has only been since APRIL 7.

Annjanette Crawford
328 Ingram Ave
New Albany IN 47150
502-710-1982

I have 2 complaints. The first is very old because we gave up trying to have American Home Shield even fix the mess the service people made. Our whirled pool tub was not working and 3 different companies came out to try and repair the problem. One of the companies took the tub fixture and did not return to fix it. We were given the run around by the American home shield departments. As soon as we have the time and money we will contact and attorney to see what our options are. We loss faith in your company and not sure we why we even stick around. After this next issue is hopefully fixed we are switching companies. We now do not have a bath tub.
The current problem is our dishwasher. We've had one of your repair companies come out over 5 times to try and fix it. He even said it cannot be repaired. Now you want to send out a second company to try and fix it. We have not had a dishwasher for almost a month yet. You're company is very deceitful and do not have any concern for your customers. Working with your company has been one of the worst experiences of my dealing with anything pertaining my home.

I know that your customers concerns and satisfaction are at the bottom of your list. So I do not expect this to be answered but I will make sure I take every possible step to hold you responsible for fixing everything you have screwed up.

Paul Rochette 901-237-8923

Note: Issue still un-resolved.

496782982
Furnace called in April 5th.

Greenway engineer showed up:

Came out on April 9th or 10th.
- Was unfamiliar with induction cooktop
- Diagnosed issue as power problem and recommended it be sent to electrician.

Real issue was secondary panel housed power to the cooktop. Breaker did not trip, but when reset corrected power issue. Called back and re-opened case supposedly.

497699282

Came back out around April 12-15th and diagnosed module issue.

Cooktop module ordered, arriving to Greenway, Monday April 22nd.

Came out for attempted repair April 26th, but module did not resolve issue. That was of course after the engineer came back and said he lost his cell phone. It was found inside the cooktop.

Engineer indicated a 1-2 business day time for replacement for cooktop.

Called Greenway on April 29th to see if engineer ordered parts. Was told he had.

Started calling three days apart, was told by Greenway, parts were called in, get with American Home Shield (AHS). We did, however, AHS kept saying it had not been called in. Each time AHS called Greenway and was told the same thing, they called it in.

Now about May 13th, I called both Greenway and AHS and requested they call it in since sending normal channels was not working. After complaining to a manager at Greenway on May 13th, Greenway sent in the request and magically showed up on May 14th.

I then called AHS on May 14th requesting a manager to call us back, to indicate the issues we are having. I called frequently, about two-hour intervals yet a manager was always unavailable. Could not get one to call us back. We were instructed AHS had until May 21st to finish processing. I was told, basically, just wait. Cannot speak to a manager, even though AHS sent the Greenway Home SVC to our home and failed miserably in attempting service.

We are extremely frustrated. When we call in and say this has been 50 days from the start, I suspect AHS looks at the second case opened three weeks later.

This is un-acceptable in any area of support. No matter when we called, or who we spoke to, the call center at AHS and Greenway told us what they thought we wanted to hear, and no results.

Today is May 20th, a day before the 21st supposed deadline and nothing. We have gone through family visits, Mother’s Day and daily life with no cooktop for 50 days. Unacceptable.

1st complaint, customer service reps protect supervisors like no other company EVER!
My washer has had several separate issues over the past 2 years!
I’ve paid the service fee, I’ve had it waived after several 2-3 hour phone calls but still my washer has not been working. I believe it has been fixed properly and just has issue after issue because of its age or maybe it’s a lemon? I was just on hold for a supervisor and I’m absolutely positive the customer service rep disconnected the call intentionally. I will call again

Heating and air system has not been working correctly since Sept. 2018. Have had 3 compressors with the last one installed 3 weeks ago. Your customer service is very poor. You are not trustworthy. I have spent $1900 in Freon, not to mention the $300 or more in service charges. When do you decide to give me a new unit versus obviously used compressors. Totally dissatisfied with this company.

OK, so filing the repair claim for my clogged drain a few months ago was easy. The AHS contracted plumbing company sent what I thought were reasonably competent plumbers....BUT, their plumbing "snake" was not long enough and so they said it was roots and that I was on my own. Another plumber came in and sure enough...it was GREASE....NOT ROOTS that was the issue.
Now, fast forward 2 months. Had to call AHS for a refridgtor leak...and THIS WAS COVERED. The (**^*&^(*&$#* contractor has been IMPOSSIBLE to get a hold of to reschedule the installation of the part, so my repair is STILL unresolved! Assholes is what the "A" in AHS should stand for!!

We called American Home Shield on Wednesday April 24th 2019 to report some electrical problems, today is April 30th 2019 and we had no service as of yet, we called American home shield and we get people from another country that we can't even understand, I can just hear them trying to explain an issue to a contractor . They found one company that never called us because they said we were to far out, however nobody from your company or the contractor called us. This is totally unexceptionable, we need to talk to Americans not foreigners that we cannot UNDERSTAND. What if this was our hot water heater, dos that mean we would be without water for 168 hours, what is this. I thought i choose the best provider in the country when i took out American home shield, the policy was sold to me by an American and communications was great. as of right now we still haven't had anybody call us to provide service. You should change your name to Foreigner home shield.

Dear T. Seymour Vice President:
I called American Home Shied on May 2, 2018 for a work order for my heater priority Comfort tech came out looked at my heater deemed it unsafe run and shut it down and stated that we needed a new heating system and the cost would cost$5,600 would be and he would phone AHS. I am a disabled woman in a power wheelchair very upset that I had no heat no hot water since May 2, 2018 and have no heat or hot water to the present do to the amount of a new and to put some money away for the cost of the new heater AHS never followed up with me to see how things worked out so canceled my contact 1-31-19 even tho I been a valued customer over 20 years contacted #227223012
I need someone to contact at 267-288-3550

sincerely.

Tammy Itri cell 267-288 3550

AMERICAN HOME SHIELD COMPLAINT

1. I have been with AHS customer for over 20 years for my home warranty
2. The current Contract Agreement dated 01/25/1019 – please review regarding specific Air Conditioning/Cooler Agreement

COVERED STATES:

Ducted electric wall air conditioning system – Water evaporative cooler system –Cost related to Freon recapture – Ducted electric central air conditioning system including: condenser, metering devices (i.e. thermal expansion valves); furnace transition; evaporator coils and drain lines; air handling transition; secondary drain pan and lines; and refrigerant lines are covered.

Your representative told me they would pay only for the Evaporator coil.

We contacted another Air conditioning service in my area and their professional opinion advised me that most of the parts supplied should be covered.
I am aware that Freon is not covered.

Consequently I feel my bill was paid for the associated parts which were overpaid and I request a return of $534.00 for drain pan, master seal and safety switch which is in the Covered in agreement.

Please return this money!

Rooter King or R K plumbing Tucson. Came out refused to do 2 out of 3 jobs. One of the refusals was legitimate. Fixed a leak in a toilet, but refused to fix the plumbing leak in a sink. He said that I had to replace the vanity or knock a hole in the wall to replumb the pipe.

I went to Lowes, got the parts needed, and did the replacement in less than 15 minutes: with no modifications at all necessary.
There have been many complaints about this company on the internet and if the posts are to be believed, there have been many complaints to AHS about them as well.

The attitude of the technician was condescending and unhelpful. He lied to me about what would be needed to fix my sink problem. Most of the time he spent at my house, was sitting in his truck cab

I feel that in fairness, that I should get my $100 service fee back. I'd also like to get an apology from R K and from AHS for sending out such a useless tech.

My name is Robert Dawson, 8023 E Shadow Lane, Tucson, AZ, 85750, tdbob1@aol.com 520-241-6855

I recently had my wash machine go belly up, i have American Home Shield coverage protection. I was able to receive a free washing machine bc my wash machine part is no longer available. I have been without a wash machine for over two weeks now. The problem is AHS does business with a subcontractor named Ralphs Transfer Inc, apparently a delivery service that works with AHS. I have had to call these idiots five separate times, the customers service employees are clueless. I asked that my wash machine be delivered from 8am to 12 pm ONLY. They continue to have the time delivery time down wrong. I spoke with four different ppl for a simple request bc someone needs to be home for this project to be completed correctly. My brother leaves for work at 1.00 pm, hence the request to have this delivered at the earliest convenience. I spoke with the Supervisor yesterday and he guaranteed me i would be the second delivery of the day. Here it is 11.30 and they still haven't shown up UGHHHHHHHHH.

I have been with AHS for years (first mistake). I was told years ago they will screw you. I did not listen (second mistake). How can a heat/cool system less than 2 months old have problems and AHS dont want to replace it but only TRY to fix it. Only for it to break again several times before the year is up. Now that the part has broken again it will cost me $800 out if pocket expense on a NEW unit that's now less that than 18 months old. Go figure. And the different companies that come to your home most are rude and nasty. They act as if the customer has done something wrong. I would NEVER EVER recommend this company to anyone . And if anyone would ask me about them I would say RUN AWAY as fast as you can. My 3rd mistake was staying over 10+ years with this company. BUT I'm a firm believer you WILL REAP what you sow.

Contract #246889752
I called for service on our bathtub faucet. Our contract fully covers faucets.
On March 26, 2019, you sent a scam company, Bear Plumbing and Rooter, Inc. Two guys Greg and David, came out and spent 10 minutes talking to each other in a foreign language. They briefly looked in the tub crawl space. Greg then said to me he needed another tool to use to replace the hot water faucet, which will not turn off. He said he would be back to fix the faucet. We specifically asked Greg if this item was covered, and he assusured us it was. He then wrote up a report, which we can barely read. It reads "unable to remove hot side handle due to set screw is stripped."
We asked him about normal wear and tear, and he said the faucet is old and this was normal. The faucet is around 15 years old.
Low and behold, we get a call from Authorizations Dept. saying because of "abuse" of this 15 year old faucet, it was not normal wear and tear -- the exact opposite of what we were told. Mariah from Authorizations Dept. then offered a "2nd" opinion from Arsenal Plumbing. We said we did not want a company coming here with bad reviews. Looking up Arsenal Plumbing, there are so many bad reviews we could not read them all. We asked for another plumbing company and were refused.
We have been your customers for over 20 years, renewing at least three properties every year. Now, it seems your company has gone rogue and you use every trick in the book to deny service for covered items. You use companies willing to do your bidding to deny service for covered items while telling the customer the opposite to their face.
We read some of the numerous complaints lodged against AHS, where people have complained to FTC.gov and the Consumer Protection Agency and to Rex Tibbens, the CEO. They are threatening a class action suit.
If you insist on denying us service on our covered item and insist on sending us scam, substandard plumbing companies, we will join them on their suggestions. We have paid AHS too much money over the 20+ years for numerous contracts, which we WILL NOT renew, if this issue is not resolved.
(213) 300-3646

My contract number is 233735552, i've been a HS customer for several years, i've attempted to get assistance with my policy for months without help. I've been charged for 2 bills that i didn't get service from so i've removed my automatic payment info. I spoke with a rep that informed me they would remove the fees however still 4 months later i'm still receiving bills. I have not added my billing info back because i don't want them charging me for the services i didn't receive. This has been the most horrible experience that i've ever had with HS. I have not been able to get service since Oct, so i don't feel that i should be charged a monthly contract fee for services that i'm unable to receive. We are a military family and we have used home shield because it travels with us where ever we go however, i will NOT recommend this service to anyone else due to my recent dealings with the company. I cannot even get anyone to help to remove the charges so that i can move forward. I will be looking for another warranty company to assist. I'd really like for someone to contact me back regarding my issues. Also i had a flood in my house due to a leaking pipe which i contacted HS about, and the people they sent to the house didn't come for over a week and by the time they came my whole entire basement had to be redone, the carpets and walls had molded. I ended up having to file an insurance claim with my Home Insurance policy, after i told HS that the people couldn't come out, they made me wait for a week.

I have made over 3 attempts to receive reimbursement for an authorized ice maker repair since Jan 19. Each time over the phone I’am told to resubmit my receipts to email address: ahsosa@ash.com which I have complied with. This is unacceptable considering when funds are due to you they are paid immediately.

Funds reimbursement: $632.35

First request: Jan 30, 2019
Second request: Feb 14, 2019
Third attempt: March 8, 2019

Your support is greatly appreciated.

Dispatch # 487096882. Contract # 229688992. Reference #/485219512

My contract # is 206616512

Sincerely,

Herbert Winchester Jr.
228-365-7976

My furnaces are not working since January and each time I call AHS it takes 30mins to get a person then the call drops and I still haven't gotten my problem resolved.

My contract # 245581892

I lost my heat on 18 January. You were unable to find someone to come to my house. On 29 Jan. you advised me I could find someone myself. I did. They came out. I paid them and got a written estimate. My compressor was shot. I sent estimate to you. Tammy W. in retention dept. told me by email, that I would have to pay for the fix out of pocket and then submit the the paid invoice to you to determine if you would and how much you would reimburse. I have sent pictures of unit ser. no., make model etc...according to her, I did not provide enough information on the unit for you to honor your contract agreement as written. I have sent numerous emails and dozens of phone calls. I have been denied the right to speak with anyone that can help me. Please help me. I don't have $3,000.00 for a compressor. There is no excuse for your denial of acceptable service. I live in Murphy NC. There are 11 heat n air companies in Murphy. None of them will do business with your company. Now I see why. PLEASE HELP ME.
770-605-2573
1170 kILBY rOAD
mURPHY nc 28906

On 11/2018 I contacted AHS to have my microwave repaired. Appliance Repair Experts came out in 11/17/18, 11/30/18, 12/28/18 and 1/17/19. Each time I had to arrange for my son to be here each time. On Tuesday 1/22/19 I opened the microwave door and the entire microwave fell on me, scraping one arm, bruising the other, tweaking my neck and back a bit and putting a hole in the wall. The repair company had unmounted the microwave 3 time and apparently the last time they didn't re-mount it correctly. I contacted AHS, who said they contact the repair company, they called and emailed....supposedly. I was told by AMS representative that they needed to get Appliance Repair Experts side of the story, I heard nothing from AHS or the repair company. My son called Appliance Repair Experts and they response was, we fixed the microwave so they would not come back out without a service request. I called AHS again and was told someone would contact me in 24-48 hours, I explained the microwave was balancing on a Rubbermaid tub on my stove, still partially attached to the wall but no longer attached to the cabinet. I was now unable to use my microwave or stove. AHS gave me permission to have my neighbor come and finish taking the microwave down. This is now 4 days later, I'm still waiting for some resolution. It also appears when the microwave fell, the bolts that held the microwave to the bottom of the cabinet are damaged. My microwave is now sitting in my dining room, still on the rubber maid tub. I'm not a business owner, but I don't think this is how customers should be treated. Any idea when some one might take responsibility and fix this problem. Service request # 47921222.

My hot water heater leaked about an inch of water all over my utility room this morning before I noticed it. I responsibly turn off the water to the heater and immediately call the warranty company. I submitted my service request with Laura, who was nice but robotic. When I received the text message from the contractor my request went to I called them and learned they couldn't get to me until tomorrow and I would have to be home to let them in or they couldn't do the work. I called back to AHS and got Laura again who told me that was within guidelines of 24hrs for service. When I asked to speak to a supervisor I got Christine after being on hold for 10 minutes. Christine repeated the same information as Laura and when I told her I needed someone out today she agreed to cancel the current service request and submit another one to try to find a company that could service the need today. I was put on hold for 60min (as timed by my phone) and then disconnected. When I called back I got Malik, who was the most professional and helpful out of everyone I talked with today. I asked for Christine and was told there are call centers everywhere and she was not aware of Christine and there were not notes in the system. She gave me to supervisor Steve, who again repeated the 24hr timeframe and then downgraded my need because I had turned the water off to the heater and now had to wait 48hrs. He refused to give me the information to contact the company leadership stating I could find it on the website, which it is not there. So once again I have had to call the main number and wait for another 15 min to get an address to write a complaint. The service company is coming tomorrow between 12-5 because they can't give a specific time and I have to be there to let them in and they will text me 30min out....yet I work 60min out. So I spend 3 hrs on the phone with AHS, had to go purchase a shop vac to get the inch of water off my floor, have no hot water in my house for the next 24hrs and still have to miss more work, my livelihood. So my question is who is the customer here...the policy holder or the contractor (who I know is not getting paid a market price but who agreed to that). Very poor examples of supervisors in customer service who leave customers on the line and never follow through on what they said they would do (Christine) and who basically tell the customer they are lying because there are no notes in the system form Christine and then refuse to give out address and name to file a complain (Steve). And yes I yelled at them after hearing the same canned text being read to me at least 8 times. POOR CUSTOMER SERVICE and A Waste of money.