American Home Shield [AHS]

We requested a service request online Wednesday, January 5th at appr. 5:30pm (12 degrees outside). When no expedite option came I up, I called AHS to request a speed up of services due to the cold temperatures. We were told to wait 4 hours for the original assigned contractor to call back, and then we would be able to find an independent contractor. They did not call back, so I called AHS again, and the 2nd rep told us we would have to wait another 4 hours for them to find another contractor who could get to our house sooner. The rep promised me she would call between 6-7am to let me know who was assigned (both of my calls to AHS required about 45 minute waiting time to speak with a rep). She never called, so I called AHS for the third time around 7am Thursday morning. They finally gave me permission to get an independent contractor with 4 rules to follow. We contacted AB MAY, who had excellent reviews and a great reputation. They came out about 5:30pm and determined that the control board was broken and the heat exchanger was cracked in two places which could cause a carbon monoxide leak into our home. They could not determine more since the control board was broken. The service lady, Robin, said that she highly recommended a new furnace due to the age of the furnace and that a more in depth diagnosis could not be made due to the broken control board. In addition, she said that repaired heat exchangers seldom last longer than 3-4 years. When Robin callled AHS, they said they could not authorize the replacement ($4500) nor the repair using authentic parts ($4200). In addition, and very importantly, when AHS asked Robin for her professional opinion as to what needed to be done, Robin said that a furnace replacement was recommended. AHS said they could not authorize the payments for being too high and required us to get a second opinion with one of their contractors.

The next day, Friday, after some going back and forth with AHS, we were assigned Everest Heating and Cooling who would be able to come out that day. AHS had originally tried to assign a contractor who couldn't help us until Saturday. We said that was unacceptable due to the cold weather (overnight lows around 9 degrees). The Everest service provider, Ray, arrived around 5pm and also recommended a furnace replacement due to the cracked heat exchanger and broken control board. He told us on Saturday that he submitted a diagnosis for a new furnace ($3225) and AHS denied the claim, so he had to submit a claim for a repair (~$1500), which they approved. However, the parts would not arrive for two weeks.

We called AHS again to file a complaint about their decision, but the conversation did not go well at all. The first AHS rep would not let us talk to a supervisor or with someone who could help more. She said that AHS never replaces when a repair can be done (this is NOT in our contract). Finally she connected us to a "supervisor" but she was not helpful either. She told us that Everest recommended a repair, but that was a lie. Someone there deleted or hid Everest's first recommendation. In the end of the unproductive conversation, they took a message for a manager to call us within 24 hours.

They never called back, so I called again on Monday. I asked the AHS rep to connect me with a manager, but she held me on the line for a while going over the same information we already went over with previous reps. She said that the heat exchanger had been ordered but the control board had not. Finally, after much conversation, she took my name down to have a manager/supervisor call me. She said it would be 3-4 hours, but I never received a call back and have not since.

So, in the end, AHS is refusing the recommendation from two contractors and is pushing for the repair, which will not occur for nearly three weeks from the initial time of request because parts take a while to get. This is the middle of winter in Kansas. We have had numerous days of single digit temps and so far, all low temps are well below the threshold of 35 degrees. AHS will no longer discuss this and will not have a manager call us back. We want to start the arbitration process but AHS gives no information to start that process.

Dear Sir,
On December 23, 2020 I reported that my refrigerator didn't work and was in need of repairs. I was then contacted by a person named Steve, who works for the contracted company for repairs. After explaining the situation, I was told the part would be ordered. Steve then called on 12-24-20 and requested that I send a photo of the model # in info on the refrigerator. I complied. On January 4, 2020, Steve came out. He advised that the control panel on the front was bad and he would order the part. He then told me that the part would arrive on the 9th of January. The 9th came and passed with nothing. I called Steve and was told that the part would be here sometime between the 16th and the 19th of January 2021.
The 19th came and went with nothing being said by AHS or by Steve. I called Steve on Wednesday January 20th and was told that the part would not arrive until sometime in late February or early March! How can this be acceptable? Can you live out of coolers and try to keep food fresh for two or more months? I called and complained and was told that your company would pay me around $325.00 to settle the claim, but nothing more. This is far less than what your company touts and I think is beyond any reasonable amount of time a customer should wait. Several options are available: 1) provide us with a temporary refrigerator (not the portable offered that would not suffice). When the part comes in, fix ours and then take the loaner back. 2) Since the product cannot be repaired in a "reasonable" amount of time, replace the item as advertised in your commitment with a new refrigerator. I look forward to your response.

Diane Beaver
[protected]@msn.com
835 Ren Val Road
Union, Mo 63084

On Nov. 14, 2020i I called AHS about my A/C not cooling. A technician was sent out on Nov. 16, 2020 and said I need either a new coil or a new unit. It is now Nov. 30, 2020 and I still am with out air conditioning. I live in Florida and I have a medical breathing issue. I call and they tell me the same thing. I call the technician and not even a return call. I am about to go on social media, news outlets and voice my issue there. I will get the Better Business Bureau involved.

I cancelled my contract on 10-14-2020 and was charged twice for the cancellation fee. I have made several phone calls to AHS and each time been told that the refund was in process. The last time I called I was told they would expedite the refund. That was last week and I still have not received it. I have even been put on hold for an hour and then disconnected more than once.
AHS Contract #[protected]

I requested simple faucet replacement for my under sink water filter system. Simple water filter faucet. The first contractor you set up did not call me so I contacted him and he gave me a sad story about his building getting struck my lightning and health issues in his family so he asked that I contact AMS for another contractor which I did. The 2nd contractor came out and said that because the sytem is a water filter system American Home Shield won't cover the faucet repair/replacement. That is ridiculous! The entire water filter system costs (NEW) at lowes 158.00. SO If AHS cannot cover a simple repair such as a small faucet then what good is having this warranty. I am requesting the return of my $75.00 for lack of service. To add insult to injury, your customer service person Angel said she would look into this matter and call me back — 3 days later no call.

Please refund the $75.00 to my banking account. I am also filing with BBB to resolve this matter is not resolved in a timely manner

After more than a month after determining our Jenn Air range cannot be repaired and has to be replaced there has still been no resolution. I have spent literally hours on hold calling them. Yesterday, 2 hours and 21 minutes. Today, 3 hours and 10 minutes and counting. After initial reaching a representative, I am transferred to another department that handles these matters. That's when the exceptionally long wait on hold begins.
The following are copies of my correspondence to them...
1 of 2
Bryan Holmes [protected] c
15215 79th Street NE [protected]@yahoo.com
Lake Stevens, WA 98258

August 1, 2020

[protected]

Ladies and Gentlemen:

I just got off the phone with a helpful person at American Home Shield who pretty much told me everything I already know. It was the same response last time I called… "it is under review." A recent email to you has not gotten a response either.

Nearly a month has passed since Pacific Home Appliance was here and said that our Jenn Air range could not be fixed and needed to be replaced. It marked the 4th time or more that someone has looked at our oven.

Today, we used the both the cooktop and the oven. The smell of propane from the oven was stronger than ever. The burner which has ignited propane leaking from the base flared up. It nearly caused a fire and did not immediately stop even after turning it off. We are afraid to use it further.

Pacific also determined that the oven hinges are broken and the oven door is not closing properly. I am sure that contributes to us smelling propane during baking. Odd that we don't smell propane when broiling; only baking.

I understand that you are trying to hold a previous contractor responsible. Pacific Home Appliance stated that the burner may have been irreparably damaged by the previous technician. When one of the burners would not light, the technician from NW Appliance Repair took a pliers and twisted the igniter toward the face of the burner. Initially, that seemed to correct the lighting problem, but may have also damaged it in doing so. However, I doubt you can hold them responsible for the oven issue.

The problem with the oven has not been resolved. The first technician that came from NW Appliance said, "I don't know anything about ovens." After providing them with our model and serial number, they ordered and then came and replaced the oven igniter. We hoped that that would rectify the problem of propane smell when baking. It has not.

The issue of who is responsible should not be our concern. I say good luck trying to recover anything from NW Appliance. It is my opinion that they should never have been one of your contractors in the first place. It is a small local company; they are difficult to contact and do not return calls. The ‘technicians' operate out of the trunk of their car, had limited tools, and carried no parts. Our tech was mostly non-English speaking which caused problems explaining the problem and understanding his response.

I am also looking forward to discussing the details of replacing our range. We are stuck with Jenn Air because we are limited to a downdraft exhaust. I am curious about installation costs, sales tax, etc. A new Jenn Air is not inexpensive.

I continue to see your television commercials that say, "You can be sure with the Shield." I hope that is true. I have recommended American Home Shield to friends; I hope I didn't do them a disservice.

Sincerely,

Bryan Holmes

2 of 2
Bryan Holmes [protected] c
15215 79th Street NE [protected]@yahoo.com
Lake Stevens, WA 98258

American Home Shield

August 12, 2020

[protected]

Ladies and Gentlemen:

I wrote you last on August 1 and as of today I have not received a reply of any kind. I am enclosing a copy of the previous correspondence.

Over the last couple of days, I have spent an intolerable amount of time on hold trying to get a resolution on replacing our range. My call is always transferred to another department in charge of these matters.

Yesterday, I spent 2 hours and 21 minutes on hold until my cell battery gave up. At present, I have been on hold
1 hour and 20 minutes.

It will suffice to say that I am disappointed. What really pisses me off is hearing every so often, "Thank you for calling. Your call is very important to us". If it were, you would have somebody there to answer it. Or at very least, offer a call-back option.

I have been reading tons of reviews of your company. Many are favorable as my opinion was prior to this. I have been satisfied with previous service requests. However, there are literally thousands of negative reviews echoing my experience of being on hold for hours without having the issue addressed or resolved.

So, is this your business philosophy? If you make em wait long enough, they will go away?

I would appreciate hearing from somebody from your corporate side giving me a reason not to lodge a complaint with our state's Office of the Attorney General Consumer Protection Division or looking for some other legal remedy.

Furthermore, while reading reviews, I came across information that states you do not outright replace an appliance like our range at face value but cap the replacement at $3000. Replacement of our Jenn Air is closer to $4000 not including sales tax and installation. In our case, we have no choice but to replace with a Jenn Air. We are limited by the need to have a downdraft model and Jenn Air is the only manufacturer. At this point, I would be happy just to get the 3K.

I think you should say this upfront in your advertising not just we will repair or replace. I think this is deceptive.

I think it would be in your best interest to reply in some fashion. I look forward to hearing from you.

1 hour and 57 minutes…still holding!

Sincerely
Bryan H