Property Address 58 Desert Highlands DR Henderson NV 89052 DOCTOR COOL Company assigned to diagnose the AC unit in my home, said the Blower Motor must be replaced. But, the 2×4 stud is on the way, thus he cannot replace the motor. Asked me to remove the 2×4 diagonal. But, that Stud is part of a Beam Truss holding the roof of the great room, and cannot be removed without re-engineering of the roof, which is a big task that nobody will do for just replacing a blower motor. I agreed to do it outside of my warranty. Today, I hired Xcellence Cooling & Heating. They did not ask for better access, they replaced the blower motor. this is What they wrote in their invoice “… No need to remove stud, unit was hanging by all thread hangers all tech did was push the unit over a few inches and motor came out”
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This complaint and/or review was posted on Skeptic Files on 01:48 am, October 28, 2019 (CST) and is a permanent record located at: https://www.skepticfiles.org/scam/american-home-shield-corporation-ahs/.
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Nia Doe
This summer I called AHS to place a services call for A/C repair. The unit was leaking. This is the cover letter sent to Mr. Crawford, head of AHS. I had sent pictures and a 13 page detailed report of how 3 contractors could not diagnose the leaking drain pan and how after 4 weeks and 100 degree temps needed to find my own contractor. AHS would not reimburse me the $425 for the repair. The lack of customer service afforded to me by their reimbursement department and a declined response letter was very disappointing. They pay mostly substandard contractors a fixed rate and when the repair is more than the fixed rate these subs do the very least or nothing at all. i suggest all readers to find another company. Dear Mr. Crawford: Following this letter is another correspondence I sent to your AHS Reimbursement request department a few weeks ago. I received a call from the Reimbursement call center on 6/9. I have to say the scripted response and lack of customer mediation to the request could only point to absolute focus on bottom line numbers and mirrors the many negative postings on various Internet sites. As you read the below, I can not believe 4 weeks of time and 3 A/C vendors could not diagnose a problem and correct a condensation tray leak issue. In Phoenix, where it is 100 degrees, A/C repair is vital, especially in a rental unit. I had no choice; even after a second call escalation, to hire my own company for resolution. All indications point to the prior 3 A/C contractors being able to correct the issue. These contractors most likely evaluated the flat rate they would receive as less than the cost of the repair. That should not be my issue as I have been a customer for many years. I am contacting you to escalate resolution of the documented complaint and as such am requesting your approval for reimbursement of the following: 1. Reimbursement of $425 and, 2. The waiving of two of the service fees for these three vendors. One contractor, [name withheld] found that the unit needed Freon and that was addressed, however the original leak problem still persisted.
Boyce Mccollam
The representatives are lack of caring about the customer concerns. They are also lack of professional skills to solve problems for customer. They dont have a good and efficient communication with both customer and especially their contractors even the supervisor/manager level and just want to get rid of customer when there is issue. They wasted my 1 hour waiting and wasnt really helpful or supportive on solving my problem. All they did is asking me to hold and causing unnecessary stress for a pregnant woman and nothing fixed or even slightly changed at all.This is the first and also the last time I have business wirh American home Shield
Deon Kilday
Save your money. My A/C broke and they charged me $75.00 plus they don’t cover Freon (the unit is older); so I paid the whole cost. Then our oven broke, 5 weeks to repair it after calling 10 times. Then the oven broke again. I am on 3 weeks without the oven. During one call they said the part is ordered, now they are blaming the technician. They use third part companies to do the work so they have zero control over the work. Save yourself, hire someone else if you need this type of coverage
Misti Ullery
This company is only willing to give us 1/4 the value of our Dacor dishwasher unit or try again to fix the problem. We have been in this home for 1.5 years and the dishwasher has broken 5 times. Plus, as always, this is just like an insurance company where they make it difficult for you to get a fair resolution hoping that you will just go away!!! The service providers appear to be upfront but AHS seems deceptive. I have two homes under this company and I will ditch them…anyone know a good home warranty company?
Shauna Serrett
The absolute worse experience I have ever had. I am now looking into possibly taking on a law suit which I am sure after reading these other comments I would not be the first! I have been dealing with an issue with my heating and cooling for 8 months now. Over 15 visits and 2 contractors later and I am still here with no AC. Every time I call they claim they are helping but they aren’t. The contractors they use do not answer the phone and do not show up on time. They are simply making money off of them and us. At this very moment I am waiting for a contractor to show that was supposed to come hours ago. I called AHS and they had the nerve to say I should hear from them in 4 hours but yet I have been waiting over a week just for the appointment. Everyone does not have the funds to hire and outside contractor hence the reason for the warranty. I sent them this link to view not that it would make a difference but they need to see how horrible they are!
Scottie Momin
We experienced a leaky toilette in the home we recently purchased. The water was coming from under the toilette and damaging the floor. After waiting on hold for over 50 minutes, we were finally connected with a customer service Rep who assigned us a work number and told us that the vender would contact us within 48 hours. Over 48 hours later, we still didn”t hear from them and called them once again. After waiting over an hour, I talked with a Customer Service Rep. who asked me if I tried to call the plumber they provided me with. I said, no, I was told that they would contact me. The Rep. told me that she would call them and put me on hold once again. After 8 minutes. she got back on the phone and told me that she couldn”t reach them either. She told me that AHS would cancel that work order, run my credit card again, and reach out to another vender, and that if I didn”t hear from them within 4 hours for me to call them back again. After waiting for over 4 hours without hearing from them, I called back and was on hold for over an hour. This time I was informed that they scheduled the exact same vendor that was cancelled and that they would contact me within another 48 hours, because the first one was cancelled. When I complained I was told that they can supply me with a work order to give to a plumber of my choice, but I had to follow their criteria. The plumber must be licensed, have workers compensation insurance, have automobile insurance, and that at my expense, they would have to come out and asses the job and before completing the work call a number that American Home Shield supplied me with to get authorization, and that if American Home Shield deemed the work warranted, then they would start reimbursement procedures. When I told the Customer Service Rep. that no plumber would be willing to wait on hold as long as AHS requires, she assured me that the venders wait wouldn”t be nearly as long as the customer. She said that they would get right in to a representative. I called the number that was provided for me to give the plumber, and the wait time to talk with a representative was over an hour. I have all of this recorded on my phone. I am going to do whatever I possibly can do to see that this company is held accountable. At the very least, they owe my money back that I put out on this worthless warranty. It”s not worth the paper it”s printed on
Sindy Livingston
Thank you for using the Better Business Bureau’s Online Complaint System. Your complaint has been assigned case # ******* Correspondence regarding this complaint will be emailed to : ********* Please print a copy of this for your records. Filed on : August 20 2018 Filed by : *********** Filed against : American Home Shield Complaint Description: supervisor has not called back to follow up. inconsistent customer service. lack of resolving issue that ive called many times. one hour at least each 7.18.18 order ********** bath tub faucet piece breaking off. tech came out stated part no longer made. stated new part required along w modification to install. i was to pay modification part and ahs to pay for part. i was told several times part price would be cashed out so i may get quotes on who can complete modification work. manger monica called me 7.23.18 and confirmed she was having this processed. i followed up 08.10.17 and was told this was not covered. i req monique call me back and she has yet to call back. i called several times 8.10.18 and again on 8.13.18. i was told by joy in customer service that supposedly the part is covered and that they would call me back by friday 8.17.18. i have yet to receive a phone call. she was to request monique call me back again and she has not. its been highly frustrated as when i call – the reps will not transfer me to management, they claim to submit requests for call back and nobody calls back, i continue to get different versions of action to be taken each time i call and each call takes over an hour as i have to start from the beginning each time. i end up getting upset and frustrated as it seems nobody cares or listens or follows through. i would like to have my money refunded on this visit due to the frustration i have continually experienced and still no resolution or call back or having anyone take owner ship on resolving this. notes [protected] per joy i should get call back by Friday 08.17.18 0810 per Dario monica to call back states no parts needed per Richard called cnj per diane she was on phone w richard and information was provided not sure why ahs saying no parts needed she said i had to call ahs pending moniques call back [protected] per monique supervisor putting in req for cash out [protected] per shelby she is reaching out to Richard [protected] Richard to quote price and ahs to process cash out Your Desired Resolution: at this point due to the frustrations i have experienced i want my money back on the visit for 100 dollars since they cant simply process the price of the part as a cash out as promised by monique and other reps. it’s become a highly frustrating unsatisfactory experience. especially when customer service refuses to allow you to speak to a manager or supervisor and when they claim they submitted a request -nobody calls you back!
Donita Maccarthy
This company prey’s on stealing money from it’s customers. My husband and I purchased a new home in April 2010, with out new home we also received “piece of mind” with a home warranty from American Home Shield. What a joke. What we got, headaches. Our central air conditoning unit failed to cool properly at the end of May. We submitted an online request to AHS on May 26, and May 27 a repairman was at our door waiting to fix the unit. After about an hour with the unit, he reported that it was “unfixable”, and he was unable to obtain a model or serial # off the unit because it was worn away. He stated AHS would replace the unit. He stated he would need for them to authorize the replacement before he could do the work. By June 1 we still had not heard anything from AHS or the contractor. We called both and left messages. June 2 – The vendor called us back stating they were still waiting for AHS to approve the claim. I called AHS again, and was told it was in process. June 4 – I called them both again. Now, the vendor was stating that they were waiting on AHS approval, AHS was stating they were waiting on info from the vendor. We, in the meantime were stuck in the middle in a 95 degree house. June 7 – Called both vendors again, given the same run around by both. June 8 – The contractor returned to the house to obtain additional information to report to AHS. June 11 – A rep from AHS called at 546pm to inquire if we were happy with the repairs. I laughed…what repairs??? I explained the 2nd visit occured on June 8, and another visit on June 11 (for our furnance fan which also stopped working). I explained we were still waiting on the AC to be fixed. She assured me she would call back by 7pm CST, she didn’t. I wasn’t surpised. June 15 – I hadn’t heard from AHS or the contractor in several days. I called AHS customer service as was told that my case was now in “case management” meaning I had a special representative to look over my claim. Great, I thought. Finally some resoluation. Boy was a wrong. This is just someone to give you the run around and talk down to you. My case manager stated she would need time to research and she would call me back. 3 hours later, she did return my call to tell me that her company was in the process of completing a “national search” for the necessary part to fix the unit. Woah, wait a second…how will you search for a part when you don’t have a serial or model number?? She could not answer this question, just kept repeating herself. I asked to speakto a manager and was told, “we don’t got managers, and if you want me to, I will just cancel out case management and you can deal with customer service on your issue.” What, wait, you are threatening me? Sheer comedy. I explained to her that I wasn’t blaming her, but after 3 weeks with no AC in 90 degree temps I am just looking for answers. She told me she would call back the following day in the morning and hung up on me…well, the morning has came and went — no phone call. AHS is just looking to rip off it’s customers. No managers? A National Search on an unknown part? Come one, they must think that their consumer is an idiot. My next call will be the Better Business Bureau and the Attorney General of WV. This is absurd.
Samuel Seledon
Recently we submitted a service request for a non-working A/C unit and the company servicing the request came out and trouble shot the problem and advised my wife and I that the problem was the entire unit needed to be replaced. He mentioned that the previous company that did repair service on the unit basically was putting a Band-Aid on the system that was worthless because each of the past years we had trouble with the unit. He mentioned that due to working with AHS that he would have to submit the work order, wait for AHS to order the part and then schedule a time to come out to replace the unit. Almost a week goes by and we called the company several times with no response. Finally we get the representative that came out and he said he had a death in the family and wasn’t able to come out to fix the problem until he finishes his personal family business. Now this leaves me and my family sweating in a house with no A/C. We tried to call his company to ask where is the backup person to finish the job and it took some time getting ahold of the office management and finally they tell us there is no one other than him. They mentioned they only have 2 people servicing their entire business. To me that is ridiculous and not fair to me and me family. Why not have someone either as a backup or on standby in case of emergency. We have wooden floors in our house that is sweating. Possible mold/mildew starting to buildup, my wife has bronchitis and this is the kind of service we are dealing with. I do understand my policy and there could be delays but this is entirely unfair to me and my family having to sleep in a house in the summer month in the state of Mississippi with no A/C and dealing with a company who failed to provide adequate service. I am paying entirely too much for my house to have to sit and wait around to get this resolve. I do not have the money to pay someone on my own to fix this problem is the reason I took out this warranty service years ago. I need someone high in the corporate management chain to assist with this problem. We are also scheduled to leave for vacation tomorrow night for 10 days and cannot afford to leave my house closed in for 10 days with no A/C and that would also cause more complications to my property that I would have to deal with. I am urgently asking someone please help with this matter ASAP. Regards, Kevin Watson Property address: 12340 Trish Blvd. Biloxi, MS. 39532
Elmer Valenstein
This has been ongoing for 3 weeks now. From the beginning it was a disaster. I called the service company myself, because they never called. They finally answered on day 3 and advised they would come to my home on day 4. They came out for 5 minutes and stated I need a part. He said he had another appointment and would call me about the part that afternoon. After 3 days of no contact I took time out of my day to call customer service. Spoke to a supervisor who stated it can take 7-10 days for the part to come in. I told him that was absurd. I could just purchase a new microwave immediately and pay less than my deductible. He told me someone would call me in 24-48 hours to discuss a “buy out” option. Waited for that call back that of course NEVER happened. I called back Friday and spoke to another supervisor. After 2 hours on the phone he advised me that no managers were available and he would call me back on Saturday with a final decision. I advised him I would not pay a deductible because repairs were not made. He stated that the buy it out option would be my best option and we would discuss the deductible the following day. No phone call was received. Today I called back again and received the retention department who advised me the option was no longer available because a part was ordered and will be available on July 16th. That is unacceptable for a family of 6 to wait more than 3 weeks for a microwave to be repaired. I have spent countless hours trying to get customer service. At this point I have found other companies and I am canceling my contact.
Alonzo Vaksman
The repair man came to my house and stayed 15 minutes. The first fan blows no air down. You can flip the switch to forward and reverse. The blades move but no air flows down. He didn’t even touch the fan. He said the fan still works mechanically so it will be denied. The second fan wobbles like it’s about to fall down. He touched that one at least and determined a blade was bent. He said that will be denied too because the motor still works!! I can’t explain how pissed off I am right now!