American Home Shield [AHS]
Reviews and Complaints

We purchased our home in February, 2019; AHS warranty was included. When the ice maker failed we requested service. From early in 2019 through July 2021, we continued to request service on this same SubZero ice maker. It would work for a short time and then fail again. It rained and froze inside the ice maker this spring 5/2021, and we again requested repair. A different service group came (this was a relief because the Valley Appliance people were clearly incompetent). ADA Repair came ordered a new ice maker which failed in about 2 weeks; they returned again and told me they would order another ice maker as they felt the one installed would fail again. The one installed worked for 2 weeks and when they called me I told them it was working. About a week later it failed again. Instead of raining inside the freezer or producing and over flowing ice, it just stopped altogether. I called again.AHS promised to call me and waive the $75 fee, but they failed to return a call. A week passed and a contractor we use noticed our baseboards were popping off the entry to the dining room and the wall behind the freezer. He told us that we had a leak- behind the freezer. We needed a plumber - so I paid AHS again for a plumber who spent 4 minutes in our home and declared it NOT a plumbing problem, and left. He was so unconcerned about the job that he did not move out the appliance or check anything other than lay down on the floor for about 1 minute. AHS refused to waive the $75 fee and the appliance group ADA returned again. They looked above the freezer compartment and said lines were cut and they would "turn it into insurance" or something similar. At this point, and the first time ever, I got an email from AHS marked urgent. I called and talked to Ally, and I politely asked for management. I told her that my problem had huge history and I did not think she could help me. She insisted she could. I proceeded to tell the story and she interrupted me, saying she had information for me. I told her I wasn't interested in her information until I felt that she actually heard what I was saying and why. I finished explaining and asked 4 more times for a manager. Ally then read me a number and letter point in my contract which had been construed to declare my freezer/icemaker/water leak problem they had been servicing at least 10 times in over 2 years was ineligible to be repaired. I insisted on talking to management and Ally put me on hold. At this point I had been on the call about 20 minutes. I waited for about 12 minutes and Ally came back on the line. I asked her if management was on with us and she told me she had just put me on hold so I could "calm down." I asked her if she was a therapist in addition to her job with AHS. She finally told me she would turn the issue into their group that handles the relationship between the contractors and AHS. It seems they are not at all interested in their customer concerns, as she told me these issues are handled by that group in the order in which they are received. At this point - insurance adjusters have arrived thanks to Allstate and are ready to help me dry out. Unfortunately, I am in limbo on my SubZero. There is zero follow up or concern on AHS's side of this equation, but the length of time they serviced that SubZero and failed to discover ANYTHING that was causing water and potentially mold damage is just too much to ignore. The advertisements that flow from that group show happy women without a worry as their kitchen sink blows water and their air conditioner blower doesn't shut off. The ladies say if they can't fix it AHS will replace it. I say - bring me a new SubZero and a HUGE APOLOGY.

Original request for service on cooktop and oven opened July 6, 2021. Dispatch # [protected] MCGREW. Hornet Appliance is the contractor assigned. First time to our house, they had to "get parts". Second time to our house, they brought the wrong parts for the cooktop and were checking on parts for the oven. Result: oven will be replaced - working on that through your Purchasing Department. The cooktop remains broken. As of today, they are still waiting on parts, although Saydee at Hornet sent me an email on 08/05/21 as follows:

Good morning Ms. McGrew

LP OVEN TEMPERATURE OVEN CONTROL AHS RESEARCHING (PART MIGHT NOT BE AVAILABLE) WILL LET YOU KNOW ONCE WE RECEIVE STATUS IF AHS FOUND PARTT

LP COOK TOP SWITCHES AHS MARCONE ETA 3-5 DAYS

Thank You

Saydee

Today, I had not heard from them, so I sent Saydee another email asking about the parts which she referenced in her 08/05/21 email. This is the response from her today:

Hello Ms Mcgrew

This oven call has been placed into options for repair for the homeowner.

If you have not received an update from AHS within 2 weeks, please bill your costs to date. Thanks

Please call Purchasing Department from AHS [protected] option 3

Thank You

Saydee

I sent an email back to her telling her strongly that it was the cooktop I am waiting for, not the oven. Then I called AHS (again) and received word that Hornet Appliance is waiting for another part. This is ridiculous. I told your representative to have Hornet come and install what they have on Friday, and I will be reporting them to Better Business Bureau, and I will also report AHS to Better Business Bureau if this is not resolved by Friday, this week 08/13/21. I have been without a cooktop for over a month. What am I supposed to do...build a fire in my fireplace? This is ridiculous.

Please advise: [protected]@sbcglobal.net

Donna McGrew

AIR CONDITIONING has been out for over 2 months. American Home Shields has sent technicians out 7 times. Two weeks ago the ordered a part that would finally fix the air conditioning. The technician was supposed to be here yesterday between 8am and 12 pm. Never sowed up or called. Been trying to get someone on the phone all morning and still haven't been able to

Called for a/c thermostat to be fixed today (Saturday 8/7/2021 ) to their 24 hr/7day a week emergency service and was told they don't work on Saturdays or Sundays and I would have to wait 40 to 48 hours for someone to come out. They increased the cost of my warranty - I had it for almost 20 years and now they won't give me service? No A/C on a 90 degree day and that was just this morning. So I ended calling a local contractor and had to pay $349.00 to get it fixed and now I have A/C. Also the rep who answered the phone could barely speak English and I could barely understand her. Had to get her to repeat her questions/statements over and over again so I could understand. Why are they not hiring Americans who speak English? Why Indians?

7/28/2021 I placed an order for a service request on my A/C unit not working properly. I was assigned a service technician A-US Air Conditioning of Texas.
They stated that my unit needed Freon and charged me $383.00 because they say the warranty does not cover the costs. 3 days later the A/C unit went out again and American Home Shield was called and another service request was sent to the same company. They came back a couple of days later and stated that the air filter needed to be replaced. Another 3 days go by and the unit stops working. I again called American Home shield. They again placed another order with the same servicing company. This is the 3rd service request with A-US Air Conditioning of Texas. The technician comes back days later to tell me that the compressor and coils need to be replaced. They said this repair would take them 3-5 days to repair and install. They came back on 8/3/2021 and before repair stated that I had to pay $835.00 upfront for the repair. I called American home shield to understand why I had to pay out of pocket cost for a item covered under warranty. They said I had to pay for Freon. I explained that I paid for Freon in the unit on the 1st service call and should not have to pay this again. They were unable to help me with this issue of paying again and now $835. I paid the money because my family had suffered a long time with dealing with no air. I have children and temperatures over 100 degrees in the home.
On 8/7/2021 the same unit went out again. This is the 4th service request and I called american home shield for another company to service me and resolve the issue. They declined and stated that the company will call me and schedule another appointment. This is unacceptable. I have paid with service call and repair costs over $1200. My family is still without air and we are again on the wait list for repair company.

- On 6/8/21, I submitted the request to repair the refrigerator Whirlpool. There were 2 problems:
• the fruits and vegetables in their section become a piece of ice on the next day
• the gasket of the freezer's section does not hold the door and this section opens all the time and do not hold the freezing temperature.
- On 6/15/21 the technician from Sears came and gave us an advice - to keep food in plastic bags to avoid over freezing. Good advice, but, unfortunately, it does not help. We still cannot use the Crisper bins.
As for gasket, he checked the Sears site and said that this might be a problem, as Whirlpool does not have such gaskets any more (discontinued), but he will try to find it. He scheduled the next appointment on 6/25/21 to install the new gasket.
- On 6/25/21 nobody showed up. So, at the end of that day when we called to figure out where is the technician, we were informed that he did not get the gasket. So, on the question, why nobody told us that and we were waiting the whole day, we got the polite "sorry".
- 7/02/21. As, I still did not hear anything from AHS, I called AHS with a question for how long we need to wait for the repair. The answer was: the company's policy is - 21 day after technician's visit. If the repair is not done within this time frame, then Authorization department will take an action to seek for another option.
- 7/07/21 - 21 day after technician visit and ordering the spare part gone. I called AHS. The answer: We are expecting Sears' report to Authorization department to start working. The escalation report already sent to Sears and we should have their report today or tomorrow.
- 7/09/21. Asking for status. Answer: Still waiting for Sears' report. Question: What is the time frame for them to submit the report. A.: 24-48 hours. Q:. It is already 24 days after technician visit, it is your contractor and you are responsible to get the report in timely manner. A.: If we will not have report, the Authorization department will take actions without them.
- 7/12/21. Rep. Leonor: The report is submitted to Authorization department. The response will be within 24-48 hours.
- 7/14/21 Rep. Ella. Q.: What is the status? A: We are waiting for the contractor's (Sears) report. I will send request to Sears again. Q. I would like to talk to the Manager A. I will make a note in your chart. He will call you in 24-48 hours.
-7/15/21 Rep. John; Same conversation as on 7/14/21
-7/16/21 Rep. Lloyd; Same conversation as on 7/14/21
-7/19/21 Rep. Dennis; Same conversation as on 7/14/21
-7/19/21 Rep. Natasha: Same conversation as on 7/14/21
7/21/21 Rep. Darwi. Same questions. Then Darwi explained me, that all communications by previous reps were done improperly, as such requests should be done over phone, but not by e-mail as they were done previously. She called Sears and talk to Manager Ban. She also put the Note for manager to call me.
7/23/21 Rep. Dane. Same questions as on 7/14/21. Dane put me on hold to figure out the status. After keeping me on hold for 40 min., she disconnected the call.
7/23/21 Rep. Orlando. Claim is in the Contractor relations department.. It was submitted on 7/20/21.
7/27/21. Rep. Ivy. On the request to provide me the address to where I can write the complaint, said that there is no such address, only the address to send the checks for the service.
7/27/21 Rep. Cestor. Same as Rep. Ivy - No address.
7/27/21. Sent e-mail to [protected]@ahs.com and 3 Certified letters to AHS Corporates offices to the address' from Internet:
• 150 PEABODY Place, Memphis, TN 38103
• 860 Ridge Lake Bl, Memphis, TN 38135
• 889 Ridge Lake Bl Memphis, TN 38120
7/29/21 Rep. Ciel. On the request to check the receiving of my e-mail, was promised to transfer the call to the special department and so put me on hold. Was on hold from 12:05 pm till 2:20 pm. After waiting for 2h15mins, I dropped the phone, understanding that I would be never connected.
8/03/21 - sent the e-mails to the [protected]@ahs.com and to [protected]@ahs.com.
At this I got the response from [protected]@ahs.com - Recipient address rejected: Access denied.
No updates since then.
Resume:
• Very polite customer service, but not trained, so cannot handle the cases properly and support customers needs. Not possible to contact management or/and file review in their website.
• 15 times I called to figure out the status of the claim. 15 times I was told that AHS asked Contractor (Sears) for the technical report. 12 times I asked manager to call me back, as they do not pick the phone. 12 times (during more then a month) I was promised that the manager will call me back. Never happened.

- I picked up AHS as based on reviews, showing this is one of the best Home warranty companies. How can it be if the BBB rating of the company is 2.5 out of 5 and 6, 815 complaints closed only in last 12 months? And with such records AHS is advertised as one of the bests?
- I wanted to put my own review based on my experience and figured out, that it is impossible to do it via web sites. My question: how then AHS got so many positive reviews? Are they real?
- There is no opportunity to contact Manager and have any record: no e-mail, no contact with management.
- The Contract Agreement does not indicate the Terms and Conditions for time frame of the repair or replacement. This information can be obtained only over phone and so cannot be proved.
- As I was told by 2 customer service reps, that the claim should be fixed within 21 day after technician's visit and if the contractor would not provide the technical report, the Authorization department should take an action and issue the order to replace the not properly working unit.
- The same is stated in the Contract Agreement: If the unit cannot be fixed, it should be replaced.
- As for today (8/03/21) it is 49 days after the technician visit and nobody contacted me with status update, I am insisting on immediate replacement of the unit.
- And as nobody ever (for 49 days) explained me what is the status and when we can get our unit fixed, I am starting the complaint process outside of AHS.

Marina Ryvkina,
[protected]@yahoo.com
408/866-2576 home
408/497-4783 cell for SMS

- On 6/8/21, I submitted the request to repair the refrigerator Whirlpool via the phone: 888/682-1043
There were 2 problems:
• the fruits and vegetables in their section become a piece of ice on the next day
• the gasket of the freezer's section does not hold the door and this section opens all the time and do not hold the freezing temperature.
- On 6/15/21 the technician from Sears came and give us an advise - to keep food in plastic bags to avoid over freezing. Good advise, but, unfortunately, it does not help. We still cannot use the Crisper bins.
As for gasket, he checked the Sears site and said that this might be a problem, as Whirlpool does not have such gaskets any more (discontinued), but he will try to find it. He scheduled the next appointment on 6/25/21 to install the new gasket.
- On 6/25/21 nobody showed up. So, at the end of that day when we called to figure out where is the technician, we were informed that he did not get the gasket. So, on the question, why nobody told us that and we waited the whole day, we got the polite "sorry".
- 7/02/21. As, I still did not hear anything from AHS, I called AHS with a question for how long we need to wait for the repair. The answer was: the company's policy is - 21 day after technician's visit. If the repair is not done within this time frame, then Authorization department will take an action to seek for another option.
- 7/07/21 - 21 day after technician visit and ordering the spare part gone. I called AHS. The answer: We are expecting Sears' report to Authorization department to start working. The escalation report already sent to Sears and we should have their report today or tomorrow.
- 7/09/21. Asking for status. A.: Still waiting for Sears' report. Q.: What is the time frame for them to submit the report. A.: 24-48 hours. Q:. It is already 24 days after technician visit, it is your contractor and you are responsible to get the report in timely manner. A.: If we will not have report, the Authorization department will take actions without them.
- 7/12/21. Rep. Leonor: The report is submitted to Authorization department. The response will be within 24-48 hours.
- 7/14/21 Rep. Ella. Q.: What is the status? A: We are waiting for the contractor's (Sears) report. I will send request to Sears again. Q. I would like to talk to the Manager A. I will make a note in your chart. He will call you in 24-48 hours.
-7/15/21 Rep. John; Same conversation as on 7/14/21
-7/16/21 Rep. Lloyd; Same conversation as on 7/14/21
-7/19/21 Rep. Dennis; Same conversation as on 7/14/21
-7/19/21 Rep. Natasha: Same conversation as on 7/14/21
7/21/21 Rep. Darwi. Same questions. Then Darwi explained me, that all communications by previous reps were done improperly, as such requests should be done over phone, but not by e-mail as they were done previously. She called Sears and talk to Manager Mr.Ban. She also promised to put the Note for manager to contact me.
7/21/21 Rep. Dane. Q: Status of the claim. After keeping me on hold for 42 min, she dropped the phone.
7/23/21. Rep. Orlando. Claim is in the Contractor relations department.. It was submitted on 7/20/21.
7/27/21. Rep. Ivy. On the request to provide me the address to where I can write the complaint, said that there is no such address, only the address to send the checks for the service.
7/27/21 Rep. Cestor. Same as Rep. Ivy - No address.
7/27/21. Sent e-mail to [protected]@ahs.com and 3 Certified letters to AHS Corporates offices to the address' from Internet:
• 150 PEABODY Place, Memphis, TN 38103
• 860 Ridge Lake Blvd, Memphis, TN 38135
• 889 Ridge Lake Blvd, Memphis, TN 38120
7/29/21 Rep. Ciel. On the request to check the receiving of my e-mail, was promised to transfer the call to the special department and so put me on hold. Was on hold from 12:05 pm till 2:20 pm. After waiting for 2h15mins, I dropped the phone, understanding that I would be never connected.
No updates since then.
Resume:
• Very polite customer service, but not trained, so cannot handle the cases properly and support customers needs. Not possible to contact management or/and file review in their website.
• 15 times I called to figure out the status of the claim. 15 times I was told that AHS asked Contractor (Sears) for the technical report. 12 times I asked manager to call me back, as they do not pick the phone. 12 times (during more then a month) I was promised that the manager will call me back. Never happened.

- I picked up AHS as based on reviews, showing this is one of the best Home warranty companies. How can it be if the BBB rating of the company is 2.5 out of 5 and 6, 815 complaints closed only in last 12 months? And with such records AHS is advertised as one of the bests?
- I wanted to put my own review based on my experience and figured out, that it is impossible to do it via web sites. My question: how then AHS got so many positive reviews? Are they real?
- The Contract Agreement does not indicate the Terms and Conditions for time frame of the repair or replacement. This information can be obtained only over phone and so cannot be proved (except if you demand for the conversation's record)
- As I was told by 2 customer service reps, that the claim should be fixed within 21 day after technician's visit and if the contractor would not provide the technical report, the Authorization department should take an action and issue the order to replace the not properly working unit.
- The same is stated in the Contract Agreement: . For covered malfunctions, unless otherwise specified in this contract, AHS will repair or replace the covered item (A. Coverage Overview, Ph.4)
- As for today ( 8/03/21) it is 49 days after the technician's visit and nobody contacted me inspite of my numerous requests for status update or other options by Manager, I am insisting on immediate replacement of the unit.

Marina Ryvkina,
[protected]@yahoo.com
408/866-2576 home
408/497-4783 cell for SMS

I first notified AHS that my refrigerator/freezer was leaking on May 28, 2021 and they deducted $75 from my bank account for the serviced fee, AHS assigned a work order to Service Pros of Las Vegas that day.
Service Pros was out to my home several times replacing parts, but every time it would work briefly ( minutes), and then kick the breaker. Finally they shut off the freezer portion and the refrigerator worked great - BUT STILL NO FREEZER! Numerous calls to AHS had the assigning another work order to Service Pros and telling me to contact Service Pros if I did not hear from them. I made numerous (at least 3) calls to Service Pros leaving my call back number each time. They never even bothered to return my call! Contacted AHS, AGAIN, and was told that AHS had decided to replace my refrigerator/freezer and that their procurement department would contact me within 10-20 minutes to get the measurements and that my case would be expedited. This was told to me on July 30, 2021! It is now Monday August 2, 2021 and I have still not received the call. AHS has lied to me constantly for the last two months, Service Pros has demonstrated the absolute worst customer service I have ever experienced and totally ignored me. AND I AM STILL SITTING WITH NO FREEZER!
I am between a rock and a hard place with AHS, I need them to follow through on their contract and take care of this! I will never even allow Service Pros in my home and would WARN EVERYONE TO NEVER DO BUSINESS WITH EITHER OF THESE COMPANIES!

(I am now escalating the issue and have contacted the Illinois Department of Insurance, per the letter below, and possibly the Illinois Office of the Attorney General.)

Fernanda xxx
1636 Forest Ave
Wilmette, IL 60091
[protected]@hotmail.com

Illinois Department of Insurance

Dear Consumer Protection Officer,

My husband and I are owners of a home at 1636 Forest Ave, Wilmette, IL. For almost one decade, I have had an American Home Shield (AHS) insurance policy. My contract number is [protected]. My current plan is the "HomeShield Plus, " expiring April 2022. I pay a monthly premium of $132.99 (Exhibit 1). I have always paid my monthly premium on time. My plan covers Pipe Leaks (Exhibit 2).

On June 1, 2021, we placed a service request for a Pipe Leak (AHS Service reference number [protected]). Water was leaking through a closet by our front door and causing secondary damage (Exhibits 3-service request, 4-picture, 5-picture). For days, we called AHS repeatedly but they kept assigning different plumbers who did not visit, while the pipe continued leaking, even after the order was changed to the "expedited" status. Every time we call AHS, it takes a long time to reach a Representative. On June 11, 2021, 10 days after we placed a service request, AHS agreed to allow us to call a plumber directly. We managed to arrange for a plumber (CJ Plumbing) to visit my home and stop the leak that was causing secondary damage. The plumber's emergency visit fee was $250 (Exhibits 6-approval, 7-invoice).

The next step is for the leaking pipe to be replaced. My plumber has quoted $1200 to replace the leaking pipe that runs up to the attic (Exhibit 8-repair of leaking pipe). My plumber, at my urging, has called AHS' "authorization department" three times, on June 25, on July 5, and again on July 13, 2021. Yet AHS refuses to authorize the repair of the pipe! AHS absurdly argues that at the end of the pipe I have a humidifier connected, stating that the plan does not cover humidifiers (Exhibit 9-claimed limitations).

We have called AHS many, many times, as has my plumber, to argue that what I place at the end of each water pipe - be it a fridge, a dishwasher, or a humidifier - is my business. The only thing that needs to be repaired is the water pipe, which my plan covers, not an appliance. The plumber has no business with my humidifier, or any other appliance.

AHS' authorization team will not talk to me, insisting it communicates only with my plumber. My plumber has run out of patience. He does not want to call AHS for a fourth time, saying that "they do not want to listen to what the problem is". I am fed up. I would like to know my rights and request mediation.

Please advise.

Thank you.

Fernanda xxx and Alberto xxx
Owner of 1636 Forest Ave, Wilmette, IL 60091
American Home Shield policyholder, HomeShield Plus contract number [protected]
Please contact me by email at [protected]@hotmail.com or [protected]@gmail.com

(Attached are 9 exhibits)

I would like for someone to contact me that can discuss my claim. I've talked to several of AHS representatives, and they all are giving me the run around about my issue. I don't know if there is a language barrier that is preventing communication to resolve this matter. I feel like the representatives do not understand what I'm conveying to them. Every time I call I'm getting different resolutions. None of the solutions are solving getting my air conditioner fixed. Each call I have to start from the beginning in explaining my issue. Most of the representatives have been really nice, but some have given me the impression they do not care, and they just want to get me off the phone. Two of which literally put me on hold, and dropped the call. I'm really concern about the level of customer service that I've received from Home Sheild on this warranty issue. The past two times I've used this service, I did not have this problem.

Explanation of the issue:
My dispatch # is [protected].
The dispatch # is for a second opinion I requested. I had concerns about the first opinion from Island Breeze (7/26/21) because the gentleman that came out to my home tried to up sale me on a part that I knew I did not need. I explained to the representative after the visit that the company was very unprofessional, and that the guy they sent out only checked my inside Ac unit for about five mins. He never checked my outside unit. After which he basically spent 20 mins trying to sell me on additional parts I needed to purchase. I did not feel comfortable with that gentleman and the diagnosis that he gave Home Shield. Honestly I found him to be a little dishonest. As result, I requested AHS company send out a second opinion.

The second opinion was completed on 7/28/21 by Comfort First. This company came out, they throughly checked out the unit, inside and out. They concluded that I do have leak in the coil unit. Island Breeze also stated that same issue in their report. But as I suspected, the second company did not conclude that I had a P-Trap violation that the other company claimed I had.

I called AHS on 7/28, and a representative explained to me that since the diagnosis was the same as the first, they were going to give it back to the original company Island Breeze. I explained her that that was incorrect. The diagnosis was not the same. The reason I requested the second opinion was due to that company claiming I had a Ptrap violation. The second company clearly did not find that to be true. As result their diagnosis were different. I also explained that I do not want that first company Island Breeze back out to my home. That I do not feel comfortable with the gentleman as result of his dishonest behavior. Instead I would like the second opinion to complete my work. The AHS representative at that time explained that he would get it approved for the second opinion to complete the work, and that someone from home Sheild would give me a call back. I never got a call, so I called back on 7/29, I was told that it was still going through authorization, someone would give me a call back. No one called, so I called back 7/30, I was told by another AHS representative that it was approved, and that I needed to contact Comfort first and schedule the repair. They explained my portion of bill that needed to be paid. I called Comfort First, they explained to me that they had not gotten authorization. I called back to AHS and spoke to a Julie that explained to me that my request was never sent back to authorization, and that she would send it back to see if the second opinion (Comfort 1st) could do the work, instead of Island breeze. She said she could not guarantee. I requested that she have someone to give me a call. I'm reaching out via this format, because I really don't have confidence that this will still be handled. My air conditioner has been out for two weeks, and I still do not have this repair scheduled to be fixed because I'm waiting on AHS representative to send my info authorization. I so frustrated with this process. I have a 72 year old disabled mother, and she can no longer sleep in her bed because we do not have air conditioning in her bedroom. Help please!

On April 12, 2021, I contacted American Home Shield to report two separate issues. The LED light on my oven was not working and my built in microwave turntable motor was out. AHS charged my debit card for the $125 deductible and scheduled a contractor to come out.

On the same day, I made a second contact with them regarding my AC unit . It was making such a loud noise (wamp wamp wamp) that my neighbors had mentioned it to me! I was charged another $125 deductible and a contractor was schedule to come out.

I was assigned to M&M Air Conditioning. I called them on April 14, 2021 as instructed. They did not respond.

I once again contacted AHS. They reassigned my repair to Greenway Home Services.

On April 30th, Greenway Home Services sent a repair man to look at my AC unit. He stated that he was not authorized to fix my AC unit based on the "wamp wamp wamp" noise because technically it was still cooling. He said I would have to wait until it dies and then call in for a repair. I explained that I have both a heart patient and a COPD patient living in the home and the heat could be deadly if it goes out and I have to wait two weeks for a repair. He stated there was nothing he could do. So I essentially paid $125 for nothing.

On May 3, 2021 Byron with C&C Appliance Repair came out to diagnose the problem with the stove and microwave. Byron stated that the oven was no longer manufactured and the part could take a while to obtain. He assured me that he would keep in touch with updates.

I called Byron of C&C Appliance repair using both phone numbers I have on file with him on the following dates and he would not answer his phone, nor would he return my call:

May 20th
May 24
June 6
June 10
June 21
June 22
June 28
July 7
July 15
July 20

I called AHS on the following dates to request a status update and to request a new technician for the dishwasher: (Please bare in mind that I was placed on eternal hold for every call)

May 20th
May 24th
June 6th
June 10th
June 21st
June 22
June 28
July 7
July 8
July 20

AHS representatives from outside the US have told me the same thing every time. A.) They understand my frustration. B) A person from escalation will return my call. or C) There is no manager/supervisor to transfer me to.

I have yet to get a call nor have they fixed the problem. Neither my stove, microwave, nor air conditioner have been fixed. But you can bet I paid the premiums and deductibles.

AHS seems to be avoiding upholding their end of the bargain.

According to Webster's Dictionary, the definition of fraud is the following:

deceit, trickery; specifically : intentional perversion of truth in order to induce another to part with something of value or to surrender a legal right.

I have paid all of my premiums, as well as the deductibles. AHS and their vendors have not reciprocated with the service I paid for. This reflects badly on AHS and their vendors who agree to take part in this apparent scam.

The sad part, is that I would think most people like me, who subscribe to a home warranty likely do so because they cannot afford the sudden large expense of a costly repair bill.

Sadly, I will be filing a second complaint regarding the current AC repair My AC did finally go out, and I have had no AC now for 6 days in 90-98 degree weather with high humidity. But that is another AHS issue.

I would like the problem resolved.

As of June 26, there have been 4 attempts to service the A/C have done recalls for a tech to come out to look at the HVAC system as of today in three degrees my home is without A/C. We are loyalty customers for over twenty plus years; within this time frame the HVAC has been worked on parts replaced and etc to get it up and running. This has been an ongoing problem with the HVAC system either we're without heat for weeks in the winter and/or A/C during the summer months; as stated above this has been the longest with out A/C in the home and multiply repairs has be done and nothing seem to be working for only a short period of time; lst service stated needed a part; weeks passed with calling following up on the A/C, therefore, was told the HVAC system needed Freon, in which we paid for this; the A/C only worked two days over the weekend; done a recall came out on Monday looked at it and the Tech stated it was working; when in fact it wasn't; the house remained btw 89 and 90 degrees; no air coming from the vents; called the same day and stating the A/C was not cooling the house; have done several recalls; called and was placed on hold for 2 hours before I hung up. My complain is the HVAC system needs to be replaced all the repairs possible has been done on this system which is over twenty years old; I am totally confused why this simply cannot be done when the investment in this home warranty insurance for the replacement as needed of unrepairable appliances in the home. When I call headquarters I was asked if I had hired a another company to come out to inspect the HVAC system and as from the numeral repairs on the HVAC system it will be replaced and transferred to an agent in consumer services to schedule another appointment, this I had already done; and we will have to pay for the a compressor and Freon; explained that we have already done, the agent JJ continued to say a service has been put into for 8:00 on Thursday. Therefore, it appears that this home warranty has no intentions of replacing the HVAC system and wanting to continue to request funds for services and recycle parts and/put bandaging the HVAC System.

i pay this company every month for services that we do get my microwave and stove top has been out since July 9 2021, i sent a request to AHS for services on these items, they sent me to a company call LA appliances for the service repair and of course they did not keep there appointments finally they told me to do a self diagnose over the phone thru video. i told them i will not do that i am bust at work and that i why i pay them to do this, so AHS switched me to another contractor, and guess what the other contractor ricks appliance serves was even worse than the first one. so i contacted AHS again sand they started to give me the run around leaving me on hold sending me to different people starting to question there customer service i am looking into another services company that i hope does a better job!

If needed, I can provide a detailed account of the following:

The Background in Brief:
We opened a claim on 6/21/21 for a failed Water Heater. The plumber came promptly, and AHS initiated the order for the water heater replacement.

There were complications related to access because modern water heaters are configured much wider than the older models. The newer water heaters would not fit through our access door. I understand that AHS does not cover access-related issues. Additionally, the plumber indicated code requirements triggered the need for certain modifications, also something AHS does not cover, at least for our policy. The total for installation would be anywhere from 3000 to 4000 dollars. I understood from our contract that AHS would only cover the replacement of the water heater and a very small portion of these installation costs. After some counsel and consideration, we decided to study alternatives: a recirculating pump, or a tankless water heater, or hire a contractor to resize the access. Meanwhile, I decided against using the plumber sent out by AHS because he either did not have time or for other reasons failed to send to me the promised breakdown on costs he said were necessary because of code changes and access issues.

The Complaint:
The complaint centers on the lack of timely response on the part of AHS, the multiple promises that were made that someone would be getting back to me within 24-48 hours (almost ten times if you count the number of times this happened to my wife, and the number of times it happened to me).

This is obviously a special case scenario. And I think this contributed significantly to the frustration when dealing with representatives for whom English is a second language, and whose tonal language affects their accent in such a way that the minute we get past simple pleasantries and have to deal with technical issues, it becomes almost impossible to carry on a conversation. But that is only an irritation, here is the complaint.

For the reasons explained above, I decided to exercise a cash-out option. So I called to cancel the order for the water heater, and initiate a request for a cash-out. This is provided for in the contract, and so I expected this to be something easily understood.

I was told the cash-out authorization department would get back to me in 34-48 hours. I assumed the representative understood my request to cancel the work order.

About four days later, having received no call from AHS cash-out authorization department, I called to check the status.

The status indicated they had not canceled the order for the water heater and referred me to the plumber for any questions. I elected to speak with a representative.

The representative listened as I explained my situation, but I'm never really certain I'm understood. I tried to clarify: cancel the work order, I'm not going to use the plumber on record for this job. Cancel the order for a hot water heater, I'm looking at alternative options. Please initiate a cash-out on this claim.

I was told the work order would be canceled, and that the cash-out authorization department would get back to me within 24-48 hours to discuss what AHS would offer as a cash-out. I explained this had been said before, but nothing happened.

After about a week, we had heard nothing from AHS, so I called again. This time I was very upset. However, when the representative informed me the reason I had not been called was that the cash-out authorization department had not yet received the request, it was more than I could bear. I became angry and expressed that anger to the representative, assuring her it was not a personal matter between us, but that we had at that time been without hot water for something like a month.

Meanwhile, I could not wait for AHS any longer, we had been using our friend's showers and then laid out over $169 for a camping shower system that was extremely inconvenient to use. Tiring of waiting on AHS, and having decided to go with a tankless water heater, I hired a plumber and proceeded. These are significantly more expensive and there was a significant cost to install because the gas line had to be extended and so forth. But it came out far less than the [protected] dollars the AHS plumber wanted to charge us.

So, I called AHS again, and I discovered they did finally get the message to cancel the work order and cancel the water heater order. And, finally, the request for cash-out authorization had been received by the proper department, but that they had not yet acted on it. This was over a week after my latest conversation with them, see above.

I decided to call AHS sales, because I figured then I would talk to someone who actually speaks English as a first language and so I could be assured at least that I'm being understood properly. I was correct. I had asked for an avenue to issue a complaint, to speak with a supervisor, etc. multiple times and could get nowhere — always it's someone will call you in 24-48 hours. And no one does.

This sales representative gave me an address my attorney could use to file a notice of intent to litigate this matter in small claims court.

Meanwhile, I thought I'd give it one more effort to rectify this with AHS.

I called and spoke with a representative named Jonah, or Jona, and about a minute into the conversation, the line became garbled and lost the connection.

I called back, and a call came in from AHS while I was calling, so I disconnected my outgoing call to receive the incoming call, and nothing. No sound. I did the Hellooooo thing a few times and disconnected.

Called back, left a message to receive a callback. When the call back came, I answered, and no one was on the other side of the call—silence.

Called back again, left a message to receive a callback, and when it came, I spoke to Rose. Rose assured me the request for the cash-out option had been received but not yet approved. She explained she would approve it. I was surprised but hopeful. As we began to conclude the conversation and she was talking about initiating the "work order" I told her I did not think she understood me. I explained I'm not going to use the AHS plumber, that I was going to choose my own plumber. Fearing I would only complicate the conversation yet more if I attempted to explain I had already installed the tankless, almost sure she would say, oh, good, then it's all done, I stayed within what I hoped would be understood. I told her I want to take the cash-out option. Then came the fateful reply: okay, someone will get back to you in 24-48 hours.

So, that's where it stands right now. But I'm tired of waiting 24-48 hours, so here is what I've decided to do.

American Home Shield has 24-48 hours beginning Monday am, to get back to me with a cash-out offer.

We put in a service order with AHS on June 8 and still do not have the repair. Presumably the ordered parts were to arrive July 9 it never got to the technician. I have been calling everyday to try and solve the problem but in get "customer service representatives" who are of no help. They tell me they have to emAil the parts department but every day they have no answer. I have asked to speak to a supervisor and have been denied. When I call corporate office it takes me back to the same people I had been talking to. They do not care about our inconvenience and no higher ups will talk to me.

On June 9th i made a service request for an a/c technician to come out. He never made it over and i eventually canceled the request. Fast forward to now, i am trying to make a service request for something unrelated and I'm unable to because of this "service fee charge" that never even happened. I was told by one of your employees to go ahead and make the payment so it will show in the system, I was also told that i would get my $100 back. I need this fee removed from my account so i can move forward with my plumbing issue.

I filed my claim on May 27, 2021. I was assigned a service provider and they found I needed a new A coil and condensing unit. It is now July 22nd and I still have no AC. None of the customer service reps have a clue as to what is going on. They are apologetic but basically worthless at resolving or even investigating the issue. The tech company assigned to install my new unit has investigated themselves and found that AHC ordered the wrong parts and they were sent to Ohio in June ( I live in Kansas). So basically the correct parts have not even been ordered and I have been without air for almost 60 days. Ridiculous.

Cool Factory came to my home on behalf of AHS to determine the problem iwth the A/C. I called AHS about the A/C repair or replacemnt and I was told that the AC unit at my house had been replaced and repaird by Cool Factory.
I told the customer service persons (called AHS 3Xs) that Cool Factory never returned to replace/epair my AC.
I called Cool Factory and told them that AHS falsely claimed that Cool Factory replaced my AC unit. Cool Factory blamed AHS and stated that Cool Factory did not tell that lie to AHS. I told Cool Factory to immediately contact AHS and correct the problem ASAP. Cool Factory did not correctt the issue.
I recently 7/19/2021 received a project completed document from AHS indicating that my AC unit was replaced and repaired by Cool Factory.

I am going to call the police on Cool Factory and on AHS and file a fraud criminal activity charges against both Cool Factory and AHS if this problem is not resolved ASAP. I conveyed this fraud complaint action to Cool Factory. I asked them to cancel their order request. Cool Factory staff was rude and told me to cancel the order
Once I file the criminal fraud activity on both AHS and Cool Factory companies I will file a law suit against both parties and file a complaint with the local consumer protection agency and the US Consumer Protection Agency. This horrible serve by AHS and Cool Factory has been going on since June 2, 2021 I want this problem resolved ASAP
Theresa Newsuan
9205 Linden Grove Court
Silver Spring, Maryland 20920
[protected]

I been with the company for 3 month get the runaround from all agent and 2-3 hours hold to get nothing fix and they collect the service fee each time, when the electric company it says not reparable it need replace they ask for second opinion the second company said replace they asking me to get another company for another opinion. they are rep off company.

I can proved videos for my ceiling fan how loud is it . it make a sound of an airplane.