Complaint Review: American Home Shield - Nationwide

Here is a story I wanted to share with everyone about how some companies are deceptive regarding their services that they provide to the public.

I have bought membership from American Home Shield (AHS) earlier this year.  On Wednesday September 30^th our water heater leaked and flooded half my home.  We drained and disconnected the water heater, and as a result, had no hot water.  The next day I called AHS to have someone come out and fix the problem.  They sent their work order to a plumbing company, Quality Plumbing Solution, to complete the work.  Mr. Chris of Quality Plumbing Solution reached out to me to set up an appointment.  We scheduled for Wednesday, October 7^th between 10:00am to 3:00pm.  I took the day off from work and waited for the technician, but nobody showed.  I called Chris at Quality Plumbing Solution and inquired, to which he replied, “Sorry, the technician had an emergency and couldn’t show up.”  I asked why I was not informed, to which he replied with an apology.  Chris set up an appointment for the next day, Thursday, October 8^th between 1:00pm to 3:00pm and assured me the technician will be there.  I had to take another half day off from work to accommodate, but come Thursday, nobody showed.  Again.  I called Chris back at Quality Plumbing Solution and inquired about the technician, to which he replied, “We can’t reach him and he hasn’t responded to any of his appointments for the day.”  He then told me they couldn’t do anything for me anymore and to find another plumbing company.

At this point (Thursday evening), I was unsure how to proceed and called AHS for assistance.  I explained what happened and received an apology, but was told they had to confirm with Quality Plumbing Solutions why the service was not performed before they could send another vendor to complete the work.  AHS stated they would call me back to confirm.  Since I did not receive a call by the next evening, Friday October 9^th, I called AHS for a status update.  At that time, ASH set up an appointment for today, 8:00am, October 10^th.  In fact, they made sure to schedule the appointment for first thing in the morning due to its urgent nature.  I was also provided with the telephone number of the new vendor, AZ Remodeling & Plumbing, Inc.  By 9:00am, no technician had arrived, so I called AZ Plumbing to inquire.  I spoke with a gentleman by the name of Paul.  Paul told me he has the work order, but received a cancellation from AHS.  You can imagine by now, I was annoyed.  I called AHS and asked to speak with a supervisor to sort out these issues.  After being placed on hold for 45 minutes (really, AHS?), a supervisor by the name of Brittany came on the line.  I explained all the events that had transpired in the last 10 days and asked for an explanation, to which she replied, “We have to confirm with the first company (Quality Plumbing Solutions) before we can provide another vendor.”  I clarified that the confirmation must have taken place if the appointment with the new vendor, AZ Plumbing, was given to me when I called on Friday (why else schedule the new appointment, AHS?).  Disregarding my statement, she simply restated herself.  I questioned the integrity and business ethics of AHS for handling this situation as poorly as they have.

I have been a real estate professional for a number of years, and as part of our incentives, we have always recommended top services, such as home warranty, moving and storage, etc. to our clients.  Personally, I have always recommended AHS to all of my clients for their home warranty needs.  I have also taken the AHS services for my own home.  At this juncture, I am sorry to say, that I will no longer recommend AHS services to my clients.  In fact, I will highly discourage anybody – clients, friends, relatives – from subscribing to AHS for home warranty services.

Shame on you, AHS.