Complaint Review: American Home Shield

Last Summer I bought a home...my realtor encouraged me to purchase our home warranty from AHS. He told me it would be a blessing if anything went wrong in our home. My home is not new, so I figured he was right, I don't know the history here, so I will purchase this "wonderful" warranty.

HOW WRONG I WAS!! I had to report an AC problem in late June. My unit wasn't cooling and freezing up. Now I am in GA and it is HOT in June. Their vendor called me and scheduled an appointment for the following afternoon (2-5). I was advised that if the unit was frozen the tech would not be able to look at so I would need to turn off the unit for a couple of hours before my appointment. So about 1pm we did that. At 5pm, it was almost 90 degrees in my home and no tech. I called them and they said he was behind. He showed up at 6:30, put some freon in our unit and left.

It worked for about 2 weeks and went out again while I was on vacation. I returned to find my unit had run nonstop for the 4 days I was out of town, my hall floor was soaked and my house was hot! I called AHS and was informed it would be a "recall". The service provider called me and said they could come two days later! At this point, my patience is wearing thin.

The tech comes to my house (late again), he informs us our coil is dirty and he proceeds to clean it. He said this would not be covered and charges us $150. I understand regular maintenance is not covered, but why didn't the last guy do this? Not to mention, my unit was serviced when I bought the home last August and again in the Spring. I've been screwed by another vendor and there is no protection for me! How as a consumer am I to know no one is servicing my AC correctly?

Anyway, so problem solved, my unit is clean, with freon, I am good to go. NOT!! Yesterday, Friday, two days after $150, my unit is freezing up AGAIN!!

My husband called AHS at 1:30 in the afternoon to place the service request. No response from the vendor all afternoon. So up on Saturday morning 8AM, already 80 degrees in the house, I am PISSED! I call AHS to find out when I will hear from the vendor, it is going to be almost 100 degrees outside today and tomorrow. He puts me on hold to contact the service provider and comes back to inform me that they do not do calls on the weekend.

WHAT??!! So who are you sending to my home? He tells me the vendor has 48 business hours to respond to my request, I should hear from them on Monday. I explain this is unacceptable, it is HOT! Isn't there another vendor to help? He explains that since this is a "recall", it is assigned to this vendor and can't be reassigned. Well that just does it for me! If either of the first two techs has diagnosed my problem correctly, I would be fixed. Since neither of them fixed it, I am supposed to endure the heat over the weekend until they can come back!

I think I will be calling someone who can and will fix my air. I agree with other posts on this site, they see how long you will take their "waiting" game and then you are forced to seek assistance outside of their techs. It is not over for me, my post will be forwarded to AHS along with some other choice words a lady like me will not post on the internet.

Do yourself a favor and investigate many warranty companies and don't go with a realtor's advice. I was stupid not to do my own investigation. I am usually very cautious and let the thrill of my home purchase blur my decision.

Mo
Grovetown, Georgia
U.S.A.