Parfrey, Green Valley

On Jan 02, 2021

American Home Shield (AHS)

The contractors you provided us with were very good. Professional, courteous and got the job done. Couple of suggestions for AHS. If someone calls and is out of hot water, that to me is considered an emergency and you should be able to provide someone that can handle the job immediately. We called on the 24th of Dec, which I understand is a hol...View Moreiday, but we did not have a contractor call or come out until Dec 28 and did not get the issued resolved until Dec 31st due to the fact that AHS neglected to send an email to the contractor to let them know that the job was authorized. If I had not called the contractor on the morning of the 31st and told them that we would pay the out of pocket that was required , we would have been without hot water for another 4 days!! On the 30th of Dec we received an email from AHS regarding limitations associated with modifications for dispatch 42848937. I called and the person I spoke with was very rude. First of all his accent was so bad I could hardly understand him. I would ask questions to verify what was being said and all he could say was "read your contract"!!! He stated that our out of pocket portion was $305.00, I asked why and he rudely tried to explain. Finally, I said fine and hung up. Maybe this is the reason AHS did not send authorization email to contractor. All in all things worked out. We were just a little frustrated with the incident. Your agents should be able to speak English so that we can understand them and treat the customer with respect. Thanking you advance for your time.View Less

Tim Soeder, Tucson

On Dec 31, 2020

American Home Shield (AHS)

I purchased a one year Home Warranty policy directly with American Home Shield (AHS) on January 13, 2020 for my home on 6040 N ***** ******* in Tucson AZ. On April 21, 2020 I filed a claim against this policy for the presence of sewer odor in my home (claim #555283132). I suspected the odor was emanating from a leaky pipe, and I indicated so in ...View Moremy claim. AHS dispatched ** plumbing, who after visiting my home attributed the odor to "p-traps" that lacked water. ** plumbing did not perform any testing to make this assessment, and only performed a cursory "walk through" of my home. ** instructed me to run water through all the drains through out the house to remove the odor. I followed these instructions, but the odor persisted. I did not agree with **s assessment of the dry "p-trap" being the cause of the odor problem, so I hired my own plumber outside of AHS to investigate. ********* Plumbing performed a "smoke test", and identified a significant sewer gas leak inside the dry wall behind the sink in my master bedroom. At this point I filed another claim with AHS to have the leak repaired (claim #33299337). AHS dispatched *** plumbing to assess and document the issue. On November 16, 2020 I was notified by AHS that my repair claim had been denied. No rationale for denial was provided. I reached out to AHS Executive Relations agent ****** ******* to object the claim denial. Ms. ******* deferred my communications to AHS Executive Relations agent ***** *********. I began a multi-email correspondence with Ms. *********, where I pointed out the clauses in my warranty that clearly showed coverage for the leak under my AHS policy. Ms. ********* refused to address any of my questions, and with every email would put forth a different excuse for why my situation should not be covered. Many of her emails were not at all related to the previous line of reasoning, and whenever I would point to language in the warranty that clearly disputed her logic claim, she would switch to a different excuse for why the claim should be denied. it was clear that Ms. ********* had no intent at conducting a professional interchange of information and discussion, and was simply trying to evade and avoid. At this point, i turned to filing a complaint with your Agency for assistance. I am seeking reimbursement for the cost of the "smoke test" ($380.95), the repair of the sewer pipe leak ($405.95), and the duplicative claim fee ($75) for a total of $861.90. I have attached my home warranty policy. One of my additional attachments is the email conversation(s) between myself and Ms. *********, which includes my logic for why the pipe leak should be covered under the warranty*. The other two attachments are receipts for the "smoke test" and the repair. *Here is the summary of the logic for why my claim is valid: 1) My home has a break in the waste vent line, which is covered under section "F-4 Plumbing” 2) This malfunction is an improper good faith installation/modification of the covered item (ie the waste vent line), which is defined as a covered malfunction under Section C-4 3) This malfunction predates my agreement, however the malfunction was not, nor could not be detected under normal Visual Inspection of the covered item (I paid a plumber $400 to perform a smoke test to find the source of the sewer odors permeating our bedroom. Only through this smoke test was it determined that there was a break in the waste vent pipe). Per section C-5 the repair is covered under my policy. View Less

Denise, Phoenix

On Dec 18, 2020

American Home Shield (AHS)

The representative was on time, very polite, and professional. So my initial rating was high. Unfortunately his "diagnosis and solution" did not work. The problem came back a day later. I had to get a second opinion from another company, which did identify the actual cause of the issue and a planned, permanent solution.

Dar Harris, Payson

On Dec 06, 2020

American Home Shield (AHS)

AHS sent a serviceman from my home town and he was professional, proficient, and got our central heat working again. He was prepared and had all the parts in his truck that he needed to replace. We are happy to have him return if necessary at a later date. Thanks.

Bruce N, Mesa

On Dec 03, 2020

Cinch Home Services

This has been a tough year for all. One of the direct results of the virus is the shortage of repair parts. The system has the technicians to do the repair but no parts. In the military a lack of a part makes the whole system to be deadlined and it effects readiness. Same thing here except it being an aircraft or a tank it is a washer, dryer or...View More HVAC system. This company does a great job of keeping the customer informed of the status of the parts needed. Until parts keep up with demand like that tank sitting in the deadline row that washer is doing the same thing. Patients and lots of it are needed. Damn the virus!View Less

chuck isaac, Phoenix

On Nov 19, 2020

American Home Shield (AHS)

YOU SUCK. HAVE BEEN WITH YOU 21 Years. IN THE LAST YEAR TOU ARE FINDING MORE REASONS NOT TO PAY A CLAIM OR DO WHAT\'S NECESSARY. I WILL BE CANCELING MY POLICY BECAUSE AT THIS POINT FOR WHAT YOU DO IT ISN\'T WORTH IT FOR THE COST THAT YOU CHARGE ME ON AN ANNUAL BASIS. IN MY OPINION AMERICAN SHIELD HAS TURNED INTO A RIP OFF! Of course I wont here any...View Morething back from you, because this will never get posted and all you want to do, based on my most recent experience is to rip off homeowners. it's amazing that a Company your size will not allow anyone to speak to a supervisor. it is a fantastic situation that you allow your people to work without supervisors or management experience but then again maybe that's your problem with providing the service that consumers expect. I'M DONE WITH AHS....YOU SUCK! View Less

Kenneth E Davis, Prescott

On Nov 01, 2020

American Home Shield (AHS)

Unsatisfactory. There has been trouble in contacting AHS for a weeks on end. Your voicemail will not connect me to a real live person & get the recording continuoisly that for me "to hold for 1 1/2 hours for a representative. My microwave according to your technician needs to be replaced. Unacceptable . Been a customer for over 20 years plus.

Robert Butkiewicz, Chandler

On Oct 19, 2020

American Home Shield (AHS)

The customer service department was horrendous to work with. Did not find a resolution in over two hours on the phone. That is not an exaggeration. Reached out to your organization through social media. They did not respond properly. Never received a call from the manager as requested yet someone with an excuse. He finally sent someone else out. Te...View Morerrible!!!View Less

Eva Mark, Gilbert

On Oct 14, 2020

American Home Shield (AHS)

I have a warranty on my rental and my own home. The service has been great every time I have had to use it. The service providers have been very professional each time and always show up on time and don\'t try to sell you anything extra just to make a buck. The website is very simple and easy to use.

Alice Crittenden, Mesa

On Oct 06, 2020

American Home Shield (AHS)

Our air conditioning went out in over 100 degree weather. We called American Home Shield and was called the next day by a repair service. We thought it was going to be a couple more days with the heat. The repair company called back and said they would come on Sunday instead of two days later. We were very happy with that news. The repairman was v...View Moreery professional and knowledgeable. He found the problem and had us cooling in less than one hour. I highly recommend American Home Shield and the contractor they used.View Less

Dean Dahlstedt, Phoenix

On Sep 26, 2020

American Home Shield (AHS)

AHS is the only home warranty company that has truthfully been worth the money. I have has six different home warranty companies over the years. All but AHS were so difficult to deal with that I never continued after our contract ended. AHS is the first home warranty company that I have continued to use. Thank you AHS for honoring your contract and...View More providing professional repair companies to repair and replace our home items. View Less

Mardy Hodge Wilson, Phoenix

On Sep 24, 2020

American Home Shield (AHS)

I do not recommend this company. I have been on the phone with multiple agents over the last week with no resolution to my issue. In the process, I have been hung up on at least 3 times and waited on hold an average of 20 to 30 minutes per call and there has a minimum of 7 calls, just today. I place a call for service on a water heater, paid the se...View Morervice fee of 100.00 and a gentleman came out and said that I needed a new unit. He disconnected the current one and so all was going well. The subcontractor calls on that Monday and sets an appointment to come back out to install the new unit. I then get a call the day they are due to install and am told the supplier says there is a 2 week waiting period. I am then asked by the subcontractor to call AHS and see if they can order it from a different supplier which I did. After multiple calls on that day, I get a call the next day saying they have been notified by the supplier that a unit is available. The subcontractor says she called the supplier to confirm and also sent the technician to make sure. I am told they have it and we schedule another appointment for them to come and install the unit. At this point, I have been without hot water for approximately 6 days. The technician shows up for the appointment with a water heater that is too large for the space. I am asked again by the technician to call AHS and let them know so that the right size can be ordered, which I do. While I am on the phone with AHS they are telling me that they are not sure why I am calling them that it is up to the subcontractor to contact them. I am put on hold and the agent calls the subcontractor who says "she was next on the list for her to call", according to the AHS agent. The AHS agent then tells me that I will hear from the subcontractor with a new install date by the close of business, I say thank you and hang up. A couple hours later I get a text advising me that my order had been completed and could I comment on the service. It's after 5p so I wait until the next day to call. I call to say my service call has not been resolved, I log onto the account and it shows I no longer have a service order. I am told by the agent "oh that is because they are still looking for a water heater" I ask then why does it say completed. She says call Loyalty Home Services they can tell you the ETA. I call Loyalty Home Services and they say they have sent the correct size to AHS so I should call them for an ETA. I call AHS back and am told that they have sent out an email that is for a cash-out I say I have never received an email. I am then transferred to the cash-out department that tells me sorry they don't make your "old" water heater anymore so my only option is to take the cash-out offer. I ask them what do you mean they don't make the water heater in that size anymore, so my answer is no I do not want a cash-out offer because it does not cover the cost. I get off the phone and go to the local Home Depot and guess what they have the "old" water heater "brand new". I call AHS back and speak to Courtney in escalations and am told well the suppliers that they use don't carry the water heater I need. So it's not that it is not available it is that you can't get it from the suppliers that you use and so the only option is to take the cash-out which does not cover the cost of the water heater. Oh and by the way, although we are covering the cost of the water heater (not, the water heater is 559.00) you need to send a receipt from the installer to even get the cash-out offer of 522.00. So my response was the purpose in purchasing this service is to not come out of pocket first because this is insurance and I am basically told that is how it is. So as far as I am concern this was a scam - I paid 100.00 for a service call and obviously, the 1st technician did not give the right dimensions for the water heater if he did when they came back they would have come back with the correct size. Customer service was horrible because I was hung up on several times and had to be the go between for the subcontractor and American Home Shield. As the customer I should not be advised by both parties to call the other party, a constant run around and no one taking the responsibility for letting me, the customer, know what was going on. If it was not for the automated system that is used I would not have even known that the service call had even been canceled.View Less

Linda Sabo, Scottsdale

On Sep 20, 2020

American Home Shield (AHS)

We had issues with the same appliance right after the service and AHS took care of the situation quickly without any hassle and without any additional charges. The company was able to come out the same day we called and took care of the issue.

Pat Orozco, Peoria

On Sep 10, 2020

American Home Shield (AHS)

My washer broke on 6/23/2020, to date 9/9/2020, my washer has not been fixed. The company they sent out said I needed a new washer and now AHS will not call me back or replace my washer. I have reported them to the Better Business Bureau. Don’t give them your money, you will never get to talk to anyone & if you do, they will promise to call you...View More back and never do. When you ask to speak to a supervisor, they refuse. They tell you that they are sending your complaint to their contract people, but they refuse to give you a phone number or email address to those folks. When you ask them to send you a copy of the email they send to their contract people, again they refuse, saying their system does not allow them to do that. And if you try to cancel the policy, again you are put on hold for hours. And you can’t cancel on line, so the only thing left to do is dispute the charge on your credit card. These people are the worst!View Less

Andrew Martin, Phoenix

On Sep 08, 2020

American Home Shield (AHS)

Air-conditioning broke on a Sunday called them three times waited on hold for over an hour each time trying to solve the issue to get somebody out to fix my air-conditioning finally at 5:30 at night was told I could be exhausted their resources and I could look for outside service. I would need to call back to get approval finally found somebody at...View More 7:30 at night waiting well I tried to call to get approval on site on hold for 25 minutes hung up told the guy to fix it. Now they will not refund me my money even though I paid them on time for the last three years. Still waiting for a phone call back which I’ve been promised three times after saying hold for an hour Multiple times. It has been three weeks I’ve asked for a phone call still don’t have one. Wouldn’t recommend these guys to my worst enemy. View Less

Andrew Martin, Phoenix

On Sep 08, 2020

American Home Shield (AHS)

Air-conditioning broke on a Sunday called them three times waited on hold for over an hour each time trying to solve the issue to get somebody out to fix my air-conditioning finally at 5:30 at night was told I could be exhausted their resources and I could look for outside service. I would need to call back to get approval finally found somebody at...View More 7:30 at night waiting well I tried to call to get approval on site on hold for 25 minutes hung up told the guy to fix it. Now they will not refund me my money even though I paid them on time for the last three years. Still waiting for a phone call back which I’ve been promised three times after saying hold for an hour Multiple times. It has been three weeks I’ve asked for a phone call still don’t have one. Wouldn’t recommend these guys to my worst enemy. View Less

Misha Meow, Tucson

On Sep 01, 2020

American Home Shield (AHS)

I like having the home warranty program for basic issues, however I wish it was more comprehensive and preventative. I would use the program more if they offered preventative maintenance and replacement discounts on equipment for members.

Debra, Williams

On Sep 01, 2020

American Home Shield (AHS)

Not impressed with this company. Neither cut-rate plumber they sent could find the leak that caused the water damage in my house. The first plumber at least went into the crawl space to look but also (I assume inadvertently) dislodged some drains from the back part of the house and did not notice or did not \'fess up to it. The second plumber to...View Moreok one look at the water damage and said hey, I'm out of here, that's mold, I'm not getting anywhere near that, and recommended a restoration company located about 200 miles from my residence (I wonder about a kickback there), and left. I decided not to hire that restoration company and hired my own restoration company, who came in and found the leak within a couple hours and also found the dislodged main drain pipes. I called AHS and said I had an emergency because of the dislodged drain pipes (I was advised by the restoration company not to use the water in the house at all because the bathrooms were draining to the ground under the house and there was a health issue there of course) and AHS said the earliest they could get a plumber out to fix that issue was about 6 days later. I told the scheduler that that was not acceptable and hired my own plumber to fix the dislodged pipes immediately. The restoration company I hired demo'd the area of the leak (tile shower and tile floor, shower pan, drywall, and the closet where the carpet had been wet (the first indication to me of a problem.) Was also told that it was not "mold," was "water damage." My contractor is now in the process of repairing the leaking shower valve and repairing the shower and bathroom floor. If AMS had sent dedicated and knowledgeable plumbers to begin with, there would have been two fewer weeks of water damage done in the house and in the crawl space due to the dislodged drain pipes. I am planning to cancel my contract with AHS because I don't trust the contractors they work with. If I could give zero stars, I would. I am not in the habit of writing negative reviews, I usually just let it go if I don't have anything good to say, but this was so awful that I just couldn't let it go. It is costing my homeowner's insurance and myself a lot of money that could have been avoided if AHS had sent decent (and local) plumbers to begin with. Flagstaff is a fairly large city just 25 miles away from me with many plumbers, and both of the plumbers AHS sent were from Prescott and Phoenix respectively, cities much farther away than Flagstaff. View Less

Karen Brennan, Mesa

On Sep 01, 2020

American Home Shield (AHS)

American Home Shield should not be awarded and they should not have any stars. I have been a customer of American Home Shield for well over a decade. I have poured more than $10,000 of my hard earned money into this company because I believed that they would stand by their word of "protecting their customer". This company is a sham, they rob their ...View Morecustomers blind and do not give any support or compensation when something needs to be replaced. I filed two claims within the months of June and July. One for my washer and dryer and one for my AC unit. Please keep in mind that I live in Arizona and temperatures are extreme. They sent out service agents to assess my washer and dryer and AC to which I had to pay a total of $150 out of my own pocket. I made countless phone calls to American Home Home shield explaining to them that the service agent for the AC told me flat out that I needed a new compressor but because my unit is over 23 years old, it would not be worth it to replace the compressor and that it would be in my best interest to get a new unit. This company also told me that they are "not allowed" to tell American Home Shield that information because they will never replace the unit and that they will only do the bare minimum. I did my due diligence and had three other HVAC companies come out to assess my AC unit and they all said the same thing. The unit needed to be replaced. I had to have my AC unit replaced on 7/18/2020 and paid $9,779 out of my own pocket. American Home Shield has not contributed a dime. I have called American Home Shield countless times, most recently on Friday, 8/28 and was on the phone for hours requesting to speak to a supervisor. The agent told me a supervisor would contact me on Saturday, 8/29. It is now Monday, 8/31 and no one has called me back. Each time I have tried to make contact with AHS, I am on the phone for hours waiting on hold, having to explain my issue, requesting to speak with a supervisor only to be denied, etc. Each time someone has said that a supervisor will call me back, no one does. One agent falsified my information and changed a digit in my phone number and my email so no one could get a hold of me. It was another agent who discovered this. In one of my phone calls to American Home Shield, I requested to speak with a supervisor and after over 4 hours of being on the phone with the agent, it was not until I told her that I wanted to file a formal complaint that she finally put me in touch with a supervisor. I explained my frustrations to that supervisor and told her of the illegal and unethical practices of one of their agents to which she apologized and told me that I would be refunded the $150 service agent fee. I was also told that they would give me $125 for a fan. That refund and compensation never happened. I was told by one agent that I would be getting a cash out of $3,000 to put toward my new AC unit and then by another agent that it would only be $1575.61 as long as I submitted my invoice. I have submitted that invoice multiple times and the supervisor that I was in touch with will not get back to me. I have called her and left multiple voicemails as well as sent multiple emails with no success. I request that something be done about this and that I receive compensation for the new AC unit, fan, and the service agent refund. I also request that a supervisor contacts me ASAP. This whole situation has interfered with my work day, taken time away from my family, and has taken a toll on my emotional and mental health. Every time I try to make contact with American Home Shield I become so worked up because of their horrendous customer service, lies, and mistreatment. Trying to contact a company who I have paid for years to protect me only to be taken advantage of and treated so terribly is inexcusable. I implore you to revoke American Home Shield's Home Warranty Award. I will never understand how a company like this even exists to rob their customers with no consequence. Their actions should be taken to court and their licenses revoked.View Less

Mark Schannon, Tucson

On Aug 29, 2020

American Home Shield (AHS)

We\'ve had AHS for almost 3 years now and have called upon them about 4 times. I\'m always amazed at their quick response and the quality of the people they send. Absolutely no complaints. I look it as I do house insurance; you don\'t really want to use it but it\'s an investment in a disaster, such as needing a new refrigerator or other big app...View Moreliance. They've earned our trust, which is not easy these days.View Less

Cheryl christensen, Phoenix

On Aug 27, 2020

American Home Shield (AHS)

My experience was great! I signed up on line for some electrical work with our lights. Within an hour I heard from the electrical company and had an appt At 8:30 the next day. The electrician arrived just on time and was done within 45 minutes.

Cecil Harris, Tucson

On Aug 27, 2020

American Home Shield (AHS)

Submitting the request was amazingly easy online! A contractor telephoned within less than a hour to schedule a visit for my issues. Which was scheduled for the next day. The day of the appointment the technician called to let me know he was enroute. And arrived in timely manner shortly after our phone conversation. American Home Shield has saved ...View Moreme a tremendous amount of money with this issue. My impression that I simply needed refrigerant so I called another company on my own and was given an exorbatent list of items which this technician tried to convince me that I needed. Needless to say I refused to let them service it and immediately contacted American Home Shield. The technician they sent quickly diagnosed the problem. Made the repairs in less than an hour at a fraction of the cost the other company quoted. Being at the mercy of these HVAC companies with no knowledge of this or other issues. You tend to get gouged. I believe having to go through Home Warranty Companies tends to keep them a little more honest. They're well aware that frivolous and/or outrageous expenditures will not be tolerated. THANK YOU American Home Shield for contracting with reputable companies which whom the technicians have expertise and good character! American Home Shield customer for life! THANKS AGAIN AMERICAN HOME SHIELD!View Less

Joe Miele, Mesa

On Aug 25, 2020

American Home Shield (AHS)

service was great, diagnose was fast and ac restored. repair man was fast and efficient time to get service was quick. service man cleaned up after repair. this was the second time i used ahs and i would recommend them.

John Sides, Vail

On Aug 25, 2020

American Home Shield (AHS)

Overall performance of the service was outstanding. Quality of the repair thus far has proven outstanding and the repair time was very timely. Customer service was” top drawer” . Claims were handled per our contract.

Tiffany , Chandler

On Aug 21, 2020

American Home Shield (AHS)

For over a month they keep telling me that my part for my ac is order and will be in on aug 18. They still have no update lied to me continuously. No supervisor is available or they tell you they don’t have any or say someone will call back. Someone told me that the part will be picked up and installed on 8/18.. 3 days later I’m still waiting. ...View MoreI’m on day 6 waiting for a supervisor to call me. I’m on hold for more than an hour or at 56 minutes of waiting in queue they hang up on me. One rep admitted to me they don’t notate accounts.. worst company ever. Been waiting for a update since July 17th and still nothing.View Less