Complaint Review: American Home Shield - Nationwide

As a former loyal customer with American Home Shield, since 1988, I want to WARN anyone who is considering doing business with this company to STAY AWAY. What was once a professional home warranty company which offered good service, protection along with peace of mind is now a SCAM operation. 

Yes, Rebbeca Wyatt (Manager, Customer Loyalty) will send you a form letter stating: "...We consider it a privlege to have you as a customer. We strive to make your life easier..." That is until you have a problem with a major home system and you are turned over to the Boiler Room of AHS Claims Dept. Then it becomes nothing but stress. Not worth it.

As previously stated, initially when my wife and I purchased our home in 1988, the AHS warranty was included and subsequently we renewed each year, in the event that we'd need repairs (or replacement) on big ticket items (plumbing, heating, etc) On occassion we would have a toilet back up or garbage disposal problem, we'd request service, it was repaired, we'd pay the small deductable fee and life would go on. Happy, satisfied customers.

In the summer of 1999, our evaporator cooler needed to be replaced. It had rusted out and leaked. Long story short, it was replaced without any hassle. It continued to operate fine until a few months ago, in April. After 15 years, it was time for a new unit and needed to be replaced.

That's when it all began...On April 27, I called to request service and an AHS service contracter was dispatched to our home to diagnose the problem. Unfortunately, he reported back to AHS that the problem was due to "a lack of proper maintenance" and our request for service was DENIED. I was notified first by a phone call, then by a letter from AHS citing the section of the contract which related to the denial. Naturally, I disagreed with the decision, as I had properly maintained the care of the unit over the course of 15 years. It had simply worn out. Rusted out and leaked water.

I won't go into more detail except to state, I believe AHS and service contractors who work on their behalf, are in business to deny claims (especially on big ticket items) whenever possible. Blame the customer. Create a system which is designed to frustrate and wear you down. 

The top people at AHS like, Rebecca Wyatt (and Jack Torregrossa previously) are insulated from the very customers they claim to want to serve. Nothing could be farther from the truth, instead you get a Claims Dept/Boiler Room mentality existing at AHS where people seem to care less about you and your 26 years of being a loyal customer. Wear you down is the name of the game. Total disrespect. Highly unprofessional.

Needless to say, my wife and I did not renew our contract with AHS in June. After much back and forth between AHS and us, we opted for a buyout offer from AHS and we were on our own to get a new evaporator cooler (which happily we did). 

Things are good now, however it's been a long road for my wife and I in achieving true peace of mind. We decided we are better off putting the 508.00 yearly service charge in a savings account, should we have any future problems with items breaking down in our home than giving it to AHS.

In closing, 1988 seems like another lifetime, things were different then. And in all fairness, there were a number of years when we got good service, which is one reason why we stayed with the company. But things have changed.

As I mentioned at the beginning of my letter, AHS at one time was a company you could believe in. No more. The AHS SCAMMERS of 2014 are alive and kicking. Waiting to take your hard earned money, built on empty sales pitches from Customer Loyalty Managers, such as Rebecca Wyatt, in exchange for stressful days and nights. No thanks. Consider this FAIR WARNING.