Complaint Review: American Home Shield - Memphis Tennessee

AHS is not a good service at all! It seems like every person they send out doesnt care at all. In Dec 2004, our built-in microwave broke. We called AHS, and the first guy that was sent out looked at it, agreed it was broken, and I wrote out a 45.00 check to him (service call). We never heard from him again. I contacted AHS, who said he'd never gotten back with them. The next guy they sent out in March was okay, but i had to pay yet another 45.00 service charge. Plus, they offered to pay 227.00 of the new microwave, approxiamately half of the cheapest i could find cost, and I was responsible for the installation fee of 85.00. THEN, in August we noticed our bathroom floor felt "soft". We called AHS, who sent out Solar Sales (another nashville Company..Seems nobody in Clarksville will accept them!), who came out weeks later. The worker installed two washers in the toilet and declared that it was due to our negligence on a leaky toilet. They charged us 45.00 and left while we were arguing with AHS on the phone. Come to find out there was indeed a water leak, and the toilet began running constantly after Solar Sales left, resulting in a 200.00 water bill. Needless to say, we have cancelled our policy. Please do not waste the 500.00 per year on this company. The customer service is kind, but the workers they send out are crooked and rude...Good luck to you all

jennifer and the iwoa customer rep please lets be real with the customers i worked for the call center in barlett off of shelby oaks dr and everything that they are sayint is right!!! i felt sorry for them and you both know that what the autho dept gave as a cash off is a total rip off of what the repairs will really cost and the iowa rep you are at the corporate office of coarse you would try to sugar coat it. lets give true customer service and tell the truth service master is all show and no action

You know tons of people who have who have been helped by AHS. A ton is what, roughly, 2000. We both have homes in Bartlett if your so popular why haven't I met you? Or is it because you do know me and that's why you responded personally. Actually I was thinking about the way my car insurance works.I would have been satisfied with a repaired furnace without 'upgrades'.Now here is how I think a multibillion company like Servicemaster works. They take my over $1600.00 in premiums this year, combine it with everyone else's then invest that money. They then take a portion of the profits to cover overhead, eg. pay employees, buy supplies, make repairs. I know what home repairs cost that was why I bought a WARRENTY. You read my complaint and twisted it to suit your purpose- I didn't want upgrades, modifications I wanted the same furnace working.And the four parts or 'modifications' did not cost $775.00. Probaly about $50.00 from Home Depot.This kind of a mark-up is not good business it's predatory.When I tell the owner's wife this she says well what about the 7 hours of time he spent working? (Actually it wasn't 7 hours)That works out to be around $100.00/hr.Let's compare that to another profession-say a nurse who can save your kid's life. Average I think is about $24.00/hr. So the guy who puts in the furnace is worth more than the one who saves your kids life. A little on the materialistic side. In closing I don even know "a ton" of people but of the ones I know who do have or had AHS (7),all have complaints. Look at all the complaints on this site. All of us should be living in apartments according to way of thinking.Insurance is a multi-multi-billion dollar business.AHS is making money just investing our premiums, perhaps they should take a little less profit and satisfy their clients with a little less small print.They still will make money.

Lida- You are completely incorrect. AHS Is a very unprofessional company. The reps. are Rude, and very unknowlegeable about the warranty the service!Further more, AHS hires these rocket scientist(service reps.) for about minimum wage. I myself, have a company and would never have underpaid,disgruntled Service reps. dealing with my public. I have had three issue with these people and every time has been a nightmare.I will not get into specifics; but why spend your hard earned money with a company that cares nothing more than to take your money?

Linda, My question to you is - Why did you purchase the warrenty? It is A WARRENTY for crying out loud. AHS has supliers all over the country. They order furnaces, water heaters, a/c's, appliance, etc etc etc. They don't just order them when they need them. They order 20,000 or more at one time. They get the furnaces at WHOLESALE w/ a HUGE DISCOUNT. That is why you are only getting $600 - $700 for the furnace cash out. The MODIFICATIONS are listed in the system. THEY WILL TELL YOU. IT IS THE LAW. The modifications are probably transition work that AHS NEVER PAYS and never will. Also, it could be disposal cost. Have you asked an AHS rep??? Have you asked for a copy of the charges?? Don't sit back and say that noone has told you what the charges are. If you went out today to buy a furnace it would cost you roughly 1700.00 to 2500.00. Um lets see.... 600.00 to 700.00 for non-covered charges is crap to the cost to replace the furnace w/out AHS. I don't understand what the fuss is about!! You are sitting back arguing about this and they could have already completed the job for you. But since you think having a warrenty is going to pay for all of it- GET REAL! Think of it as your car warrenty. A warrenty is a warrenty. Noone put a gun to your head and told you that you MUST buy this. And just an FYI- it is not MY warrenty. I do not work for AHS. I am just trying to tell you people to grow up and deal with it. This is what is wrong w/ the world today. Everyone is quick to say negative things. I know TONS of people who have benefited from AHS. What is your problem?? You are just delaying your own service. You asked for the service and now you are complaining b/c you have to pay out of pocket. You are a homeowner. That is just part of it. And if you cannot deal with that then rent an apartment and don't buy a warrenty. I am sorry that you feel that you have been treated un-fairly but this is a warrenty you are complaining about. It covers the items stated as covered and does not the ones that are not stated. As well as modifications made nessecary when installing new equiptment is not covered as well. Read it in your contract. It is in clear back and white and it is NOT FINE PRINT. Don't call harrasing AHS employees w/ this nonsense. All they are going to tell you is to take the cash out or chose to replace the furnace. Those are your only options. Now choose one! I hope that you do find peace with all that I have said. I just had to be honest with someone. This sometimes gets too rediculous! And I feel sorry for the people that have to hear people cry over a service they choose to have and the choose not to read and know what it offers. I hope that your furnace gets replaced and keeps your family warm over the winter and I hope that you chose to do it soon as it will be a VERY hard winter. Sometimes you got to do what you have to do regaurdless if it is what you want to do. ITS LIFE. Take it day by day!

EVERYONE must combine complaints... Surly someone knows a lawyer who has been ripped by AHS... We can destory this Co. if we band together....

Writing Scott Cromie might get results?-NOT. Did that, no reponse.Call you?-NOT. Did that, still waiting. Speak nice?-NOT, did that. Why should I accept a cash out? I'm LOSING. Dress it any way you want your warrenty says repair or replace. If I take a cash out I pay to replace AND I paid to have a warrenty. Initially you didn't want to replace the furnace until I paid to have another opinion. Then you sent out someone to give you another opinion which I paid the $65.00 service fee. When I showed them the the other opinion that furnace needed to be replaced they now agree yes it does. You paid what, $600.- $700 to replace the furnace. No one will replace a furnace for that amount so now your agent says that I need 'Modifications' done to install a furnace and these "Modifications' will cost $775.00. They install the furnace but it doesn't work saying that when I pay for 'Modifications' they will send someone out to put in the 'Modifications' so it will work. So I have yet someone else come out, after all it's getting cold. Neither they nor the original furnace company know what your agent is talking about when they say $775.00 for 'Modifications'.Also originally the word used was "upgrade"- when I said I didn't want upgrades but just a simple replacement the word then became neccessary 'Modifications'.As of this date the furnace company has yet to tell me what these modifications are.I've been with AHS around ten years- and I paid over $1600.00 this year for premium, plus my evaluation by another company, $65.00 for each trip charge- No I'm not ahead.AHS is.

I understand that you are frustrated! I would be too! But like the guy said earlier- take the money they are offering and run with it! Then you would not have to have the ma and pa co's working on anything in your home. I know AHS like the palm of my hand. Writting to Scott Cromie may get you somewhere but in reality, sometimes when things sound too good to be true- THEY ARE! Don't get me wrong! AHS DOES help a majority of the customers. It just so happened to be that you had to be one to get sorry service. And really, when a customer service rep tells you that you cannot speak w/ the manager tell them that they are wrong. Usually the managers will have a lead rep do their calls for them b/c they are so busy w/ the call center activities but if you voice your issue and tell them that this is not abiding by your contract and you feel that there should be something done to accomidate you, they are a great group of managers and they will do anything and everything to help you out. It all depends on how you approach the situation. You attract a lot more bees w/ honey! But, don't think I am trying to tell you to not be upset at the situation. I would be too! But also, read and understand your contract. It does have a lot of loop holes that a lot of customers do not understand. But believe me - reading your contract is the MOST important thing you can do as a customer of AHS. I apologize that you have had to go through this and I hope that all works out for you. You should just take the cash in lieu. That would be the best thing to do but also, it may be too late to take that option. I hope all works out in your favor though. : )

The companies that offer them are not in the business to lose money, so the warranty will always be administered in their favor. Your situation is a good example. AHS is now deciding who will repair your house and when. The work will be done at AHS' convenience, not yours. You can be sure that AHS will not be spending any more than the $427 they offered you. My suggestion is that you take the $427 they offered and apply it toward the repair. You will then be in control of what gets done to your house and you won't get stuck with some shoddy repair job. As to the fact that you will have to spend at least another $600 to repair the A/C, welcome to real life. Houses are expensive to maintain and home ownership is not for those unprepared to accept those expenses.

To all customers of AHS, calling & complaing will only get you laughed at & ignored... Do like I am, write or call the CEO ,Scott Cromie,Memphis,Tenn. and tell him we are all getting together to find him & his employes a new line of work!!!!!!!!

To Jennifer- if you look at this please scroll up to my complaint lodged on 8/5/04 regarding my refigerator. Hmmmmmmmmmm today's date is 9/7 and NO ONE HAS YET TO FIX IT OR RETURN MY CALLS. As to your suggestion of speaking to a manager- hon, I did that and was told that I could not have a direct line to the "manager" because they are on a rotating system. I asked in horror why then do they even have managers if you can't request to talk to the manager when the problem STILL ISN't FIXED- I was told that's just the way it is- the company sucks, and so do the rinky dink ma and pa companies they use to do they job (oh, hmmmm I don't know if they do the job they certainly haven't for me) Fuming in DC

Dear Hot and Upset, I agree with you that waiting 5 weeks for a/c is REDICULOUS! If you call AHS, ask to speak with someone of a management position. Make sure you get the FIRST and LAST name of that person. If they do not give you first or last names then that tells you that you are speaking with a rep. I want to help you out and I have the tools to do just that. Call AHS ( like I said in the beginning) Ask to speak with AUTHORIZATION SPECIALIST. You will either get Memphis or Iowa. They will definitely help you out. (I know!!) Tell them your story. Ask them to give "Chris" the information if you get the Memphis Center. Ask them to put the call into CUSTOMER RELATIONS RESEARCH. ( thats if they are not able assist you) I am sorry that you have been without a/c this long. I have been in your shoes. And to inform you of why a cash out is 1/4 of the cost of a RETAIL amount. AHS deals w/ certain suppliers. Payne (made by Carrier) or Goodman. They order their units by the thousands. They get a GREAT discount b/c of this. So, if you have a 4T condensor - they probably pay 300.00 or less for it. Plus whatever the co's labor cost is. You will not get much from a cash out but you are ahead of the game b/c w/out AHS you would be paying the FULL amount. And it usually pays you the amount of the contract or more. So - you ARE ahead of the game. AHS is loosing then. And, if there is a RECALL (30 or less days from original call out to co) AHS usually does not transfer b/c of their contracts w/ the contractors. But if the co. is not servicing you w/in co. guidelines then they HAVE to x-fer. Or you can ask them to e-mail the CONTRACTOR RELATIONS REP. I hope that my information is useful to you and everyone else. And remember, being polite to the customer service reps will get you futher that being nasty. I tend to help my customers who call w/ a nice attitude and less firm request better. We all know that when its hot and you have no a/c - you tend to be more anal. But, please remember- the reps that you speak to have 100 other hot and upset customers to help too. And if they do not call you back- the call volume has increased and they can't call back. So e-mail the e-mail reps about the situation and they will send a e-mail to that rep. And he/she will call you back once they find a open line to call back. And I apologize that you all have ran into bad service w/ AHS. But in all actuality having AHS is a "GOOD THING". Believe me! Please, take my advice, be calm and stern not upset and rude! Put yourself on that other end of the line and ask yourself what you would do if someone was cursing and yelling at you. I hope that all goes well and you have a better year. : )

Lee with AHS - you tell me have some patience and then proceed to tell me how hot it is where I am located. I KNOW how hot it is because I have been without air for almost FIVE WEEKS while waiting for American Home Shield to honor their contract guarantee of only using "qualified, quality, pre-screened" technicians/companies to do the work in a reasonable time. Sorry Lee, but five weeks is way beyond reasonable in my book! In response to your claim that AHS will transfer this work order to another company, I will emphatically tell you that is 100 percent untrue as I have a record of all contacts that I made with AHS asking them, in fact begging them to assign me another company who would at least CALL me! The response from AHS? Sorry, this is the company you hve to use, however if you are unsatisfied with them, you can take a cash out and get someone of your liking to do the job. I have not taken the cash out (because it wasn't even 1/4 of what it would cost me to get a QUALIFIED company to do the job - I know, because I have gotten three different companies to give me estimates), and guess what? ALL of these companies would be available to fix my air conditioner within 48 hours! You tell me to have patience and treat people with respect. Sorry Lee, AHS representatives first have to give ME the respect I am entitled to. I pay AHS for a service they have failed to provide me! From the amount of customer complaints out there against AHS, I can see I am not alone in my opinion of your company.

I as well have had a nightmare experience with AHS and their vendors. Called in a request for service back in May. Someone from A NOVA APPLIANCES came out, diagnosed the problem and I paid my $50.00. WEEKS went by and I called AHS- they informed me that parts had been ordered and they were waiting for them to come in. Eventually someone from A Nova called to say they were ready to install the new parts and I made an appt. for July 13, 2004 between 9 & 1pm. At 1pm the tech called to say he was running late- I had to cancel because I had to go to work- he said he would be back on 7/20 at 10am. 7/20 no one shows up or bothers to call. On 7/27 I was rescheduled again- the tech shows up with no parts and was not even aware he was there to even fix anything- he calls his main office to find out whats going on and tells me he will get the parts from the other tech and will be back on 7/29- he never showed up or called. I called AHS on 7/30 to complain and was told by Renee that she would call them and get back to me no later than 4pm that day- I've never ever heard from Renee. Shoddy customer service- I will NEVER get a home warranty from them again- they couldn't care less about their hoemowners. Just a P.S.- to Lee in Carroll Iowa- learn to spell babe.

Please keep im mind that it is very hot where you are located and most companies in the area are very busy. If you continue to badger the warranty company and complain that you are not getting soon enough service, they will transfer it for you. But the problem is if you do get the call transfered, you are going to the back of some companies line. Also, if the warranty company offered you some kind of cash out, then a repair was authorized and the problem should be settled very soon. My advice to you mam; you being from the military and all, have some patients and treat people with respect. The warranty company is not there to rip you off and contrary to popular beleif, they are there to help you.