American Home Shield Customer Service – How to file a complaint?

July 1, 2022, 8:56 a.m. by victoria

On 6/26/22 the AHS service provider brought builder grade non metallic {plastic } faucets as an AHS approved replacement for the leaking metallic chrome kitchen and bathroom faucets in my condominium. My gold shield AHS contract states faucets of "similar features of finish and style used when replacement is necessary" On the same day , as time was of the essence because the condo water was turned off and unlivable, until the leaked could be repaired, instead of accepting installation of AHS approved plastic faucets, I went to Home Depot and and with my military discount, I purchased and supplied the service provider plumber with one Pfizer chrome metallic kitchen Faucet{cost $199} and two Pfizer chrome metallic bathroom faucets(cost $115.00 each total $230}. The items were installed by the AHS service provider plumber. After installation on 6/27/ I received and paid an invoice form the service provider stating "Home owner provided faucets not builder grade that was on truck. Not covered by warranty company. " On 6/28/22 I called AHS customer care I described the issue. .I asked for a cash out for the cost of the one kitchen faucet and two bathroom faucets I purchased that were of " similar features of finish and style used when replacement is necessary" I was told NO. Both representatives I eventually spoke with were polite but kept repeating they were sorry but AHS POLICY did not allow or provide coverage for installation of owner supplied items. Neither could not tell where in the contract this was stated ,nor could they transfer me to a supervisor. I explained I wanted AHS to cash out for the price of three faucets {$429.00) and to provide coverage under the contract for the installation of the 3 leaking faucets that were installed by the AHS service provider plumber. I have not received a call from an AHS supervisor and expect to receive another invoice form the service provider for installation of two of the bathroom faucets. I did receive a call back from one of the representatives I initially spoke to on 6/28. She said she would make a request for a buy out form ? but again repeated the AHS policy was not to provide coverage for an owner supplied replacement item.

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June 22, 2022, 11:12 a.m. by Stephanie

I am a Real Estate agent in the Valley! I never order warrantys from this company!! I advised my assistant to order a warranty for my most valuable buyer ever. She ordered form AHS, and stated she read about this company and lets give him a better warranty, I agreed. Disaster for the last 6 months- my buyer has had 4 of 5 A/C units down. This company has sent their local repair companys out to assist and still nothing has been resolved. It is 108 degrees in the valley and my buyer finally had to call the manufactor of the A/C units to come out and now has to pay all labor cost. We have called AHS every Monday for weeks. I am typing this letter while having no resolution as of yet and exausted all avenues. The service agents on the phone I have spoke to today include Adriane, Em # 8161. And the most dissapointment comes from G-Pijares whom gave thier word that they would resolve the issue and email my buyer back in 24 hours, this was on Monday the 13Th of June, and nothing as of yet. My buyers AGREEMENT NUMBER: 591264488 I do not want to discuss the diswasher issue that has not been sesolved, this is a brand new home!!!!!! Unlike all other home warranty companys this company per the service agents on the phone does not even have a represenitive in the area that over sees all accounts. With other home warranty companys- Real Estate Agents call our local represenitive and they will handle our complaints and I have never had one NOT REsolved. What is this company hiding. Stephanie Green

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June 16, 2022, 4:20 p.m. by Laura

A/C Repair ongoing 11 months! Initiated repair 8/8/2021. We were in historic heat waves at that time in Portland, OR. Multiple visits to fix "leaks" through fall of 2021. Finally after 4 months they replaced the internal coil in December 2021. "Fixed" the AC in winter when we literally had snow storms, so we could not check that it was working. We were assured not to worry, if it doesn't work in the spring call back we will come back out without incident, of course. May 2022: we attempt to use the AC and it fails. We call in and AHS refuses to honor the prior work due to "30 days to recall"- despite my explaining they fixed our AC in winter when we could not run it and they had assured us, etc. So, we pay again. They send technicians on May 26 & 27, 2022. Many hours spent here. Say they've diagnosed need for an $800 part next to the coil that needs replacing. (and that the issue is caused by the leak detector they used last year!). 3 weeks have now passed. We've called AHS almost daily to inquire about the fix. Zero movement. The local contractor won't answer calls. We've been told now 3x that they're "escalating" our case to the "field manager" via a "contrail" and that we'll have a response in 24-48 hours. We've been waiting weeks. Still no call backs. Still no one who can answer what is going on. And zero movement to fix our AC. We are at 11 months and counting!!! The worst part is you can only ever reach a call center. They have a script. You repeat yourself every call. They repeat themselves "so sorry, we will of course look into this" and then nothing happens and you start over again, and again. It is literally making us feel insane and completely helpless. Do not work with AHS if you have an AC HVAC unit. Their local contractors are not capable. And AHS leaves you hanging and does not care. Not at all.

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June 15, 2022, 7:40 p.m. by James

I please need to speak urgently to an American customer service manager about my concerns below For my last two big AC service repairs I’m being over charged and expected to pay what are normal installation fees I have no problem paying things like some minor Freon charges etc But there are absolutely zero code violations Modifications or regular modifications needed on these installs and I’m being expected to pay the full install fees and I feel I’m being taken advantage of These are simple change outs of heat pump 2022 and AC exchange 2020 In 2008 I also had a heat pump changed out and it cost me a very low co pay Over the years that amount keeps drastically increasing In addition I’ve been a member since 2006 and I was never informed I could or should increase my coverage to platinum i didn’t even know it existed I just would request the best coverage money could buy at my renewal date this concerns me specifically since I’ve been with you guys since 2006 Please help me with my concerns I have been calling non stop during this most recent install and can never get an American Manager on the phone I’m highly disappointed with your outsourced phone a Service in the Philippines and South America you have to wait for over 28 minutes for them to answer and they have no ability to help me and never have a manager on staff to talk to me and they tell me I can not talk to an American manager nor will they give me an e-mail or phone number to contact customer complaints or escalations I found this e-mail on line by doing a google search and I pray it works The worst part is I’m Overseas military and I have to Pay 1.50 a minute to call and can never get resolution Highly disappointed customer :( :( Member since 2006 James D --- This is my most recent install bill I’m expected to pay Under my 3x3 policy I should be fully covered for a normal replacement install I have no problem for 200$ Freon charge and they did remove the base plate and leveling charge Because I challenged the contractor and said I already had one But there are no mods or code violations and this is a simple install replacement it took them about 45 minutes to do the change out I would like to be reimbursed for the majority of this 1480$ fee I paid Then in 2020 the same thing happened for my AC exchange I had to pay approx 2800$ out of my pocket for install and Freon I’ve never had to pay these astronomically high install fees before for example in 2008 when the heat pump was replaced Jim D My phone *** *** **** does not work well over seas in japan If there is a need to call me my alternate number is +************ e-mail is preferred *********@gmail.com if you give me a phone number to reach you I can also call back

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June 13, 2022, 2:32 p.m. by Hannah

Filed a complaint on 4/24 due to AC unit not working. On 5/3 had a their vendor come to house. On 5/3 another unit was approved by AHS. Since that time, they had the equipment sent to NC even though I live in AR. I've called over 20 times to check on status, every time they "send an email". Never get updates. Sent an email to cooperate only for that to get returned. Asked to speak to management three days ago, have not heard back. Was told yesterday that the equipment is now waiting on pickup in Dallas Tx, again, I live in AR and THEIR vendor is not willing to pick up. Told me they would call me today by 12pm, have not heard a thing. I have now spend over $1400 on portable AC units. I have two small children with asthma, who cannot breath well in a house that is above 80 degrees. Its over 100 degrees outside in AR and they disregard this information. Legal action will be sought for not only the AC units but the health of my children due to their lack of efficiency in their company.

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