American Home Shield [AHS]
Reviews and Complaints

American Home Shield,

I want to start by saying we are frustrated customers who just want our AC/Heat fixed. Our issue has been going on for 8 weeks. The technician came out the same day and looked at it, diagnosed the problem, and order parts. It took 4 weeks to get these parts in to find out they didn't work. More parts were ordered and we are now out 8 weeks and still no AC/Heat. I have made a point to call AHS numerous times each week to get answers. NO ONE can help. I go to the AHS website to contact headquarters and am not able to locate a phone number. The service call employees do what they can but pretty much their hands are tied to help customers. They email escalation department to have a supervisor call back. In the eight week time period, I have received ONE call back from a supervisor. It is now getting cold and we have little ones at home and need our heater/AC (HVAC) system fixed!

Alicia Davy
[protected]@yahoo.com

I have had AHS contractors repair my AC in my home several times. My AC went out and TEMP PRO MECHANICAL INC came out on 09/13/2021 and basically told me I need a new AC compressor and new inside unit. The repair man said all the previous repairmen have been doing minimal repairs to get the AC temporarily functioning. I have paid several trip charges and the AC never works right. The last contractor sent the information to AHS about the AC and at first they were willing to replace the system. Today they tell me its from secondary damage but this is from their contractors putting a bandage on the AC and not completing the work. I in no way have touched my AC because I have no experience in HVAC. Although several contractors have been out several times when you look at my AHS account there's no services on the dashboard however when you look at my payments you see several trip charges reflecting service requests so someone must have deleted all my services. I know this because my parents who have AHS can see all their service requests. I use my home as an Airbnb and I had clients this week and had to buy AC units to cool the home. The units tripped the circuit breaker and then the water heater stopped and the water wasn't hot. They're demanding their money back. When I don't have clients I have my 1 year old daughter visit and I couldn't have her in the home because the thermostat was reading in the high 90's. I lost money with the rental of the AC units, clients and my AC unit still hasn't been repaired or replaced and now I'm being blamed for their contractors work. This is unprofessional and unacceptable. I put the request in on the 11th of September and it's the 20th and nothing has been done.

Horrible experience with American Home Shield. Today is 9/20/2021. I requested service for a problem with my refrigerated A/C unit on 7/26/2021. Understand we live in El Paso, TX, the middle of the desert, in the middle of summer and no A/C. We have been back and forth with AHS since the day the technician came to the house and found the broken A/C coil. At last contact with AHS, we were told that their parts department was pricing the parts and they would have to be ordered from the warehouse, so it would be 2-4 more weeks before the parts were delivered to the technician.
I'm at a complete loss to understand how this company is still in business. I for one will be looking elsewhere for my home warranty.

Opened a claim on 4/2/2021. It took over 3 months to get an approval. Contractor hasn't heard ANYTHING from AHS! I have made multiple calls and asked to speak with a Supervisor. Was told supervisor not on site and they only way to reach them is by email. STILL waiting on part to be ordered and continuous run a round from this company as to when i can get in touch with a supervisor! My last call was Wednesday Sept 9. Was told once again that i would hear back from a supervisor in 24 hrs. Fast forward to today, Sept. 16th and i get a call from "Jay" stating he is returning my call. Called back and no one can get me through to "Jay". I went all summer without AC! I need it fixed ASAP. I've been in touch with my attorney. The next call will be from his office. am done playing games with this company!

A service request was made on Aug. 10 2021 to AHS. A service contractor ( Upland Pool Supply ) was assigned under dispatch ID [protected]. As of this date Sept 14th 2021 nothing has been done. AHS has been contacted by myself approx. 14 times with nothing accomplished. The contractor will not respond to AHS or myself. Something has to be done.

We have been customers of American Home Shield for quite a few years. We pay $45.99 a month and then an additional $125.00 for any service call. After many months, we called and scheduled an appointment for an appliance repair person to come out for our washing machine. That was Aug. 11th. The repair person was there for maybe 10 minutes, and said he thought we needed a new door. He was not sure if it would be available. He waited to order it until Aug. 15th and now Sept 13th, we are still waiting. We called AHS at least 5 times and after 30 minutes got to speak to 5 different offshore reps. Each time they promise they would escalate our claim, each time they promise a supervisor will call.
It is now over 21 business days since this supposed door was ordered, and all we get from Sears repair is a recording and they hang up. All we get from AHS reps is promises they do not keep. In the meantime, they do not hesitate to charge Aug. and Sept monthly fees. I am so thoroughly disappointed with the lack of service and follow up. You cannot email anyone, nor can you speak to a supervisor yourself. The last call, I was assured that the supervisor would call in 2 hours or be "fired". No phone calls. The next rep assured me it would not be 48 hours. Really ?

August 15, 2021

American Home Shield
899 Ridge Lake Boulevard
Memphis Tennessee, 38120

Dear Arbitrator:

I am writing to express my displeasure with the service I received when I called regarding a repair order that was being denied. The handle on my microwave door came off while pulling it to open the door. When I called to check on the status of my repair request, I was advised that the technician that visited my home reported the handle came off due to misuse. I explained to your agent the person came into my home opened the microwave door, took several photos, turned his back on me, leaned down on my kitchen counter and entered information into his telephone. He then turned around and handed me a form to sign after mentioning a part, and immediately left. I went on to explain to your agent that the handle came off because the screw fell apart while crumbles of plastic fell onto the floor. The handle is directly above the burner with the highest BTU's of the stove top. She then explained she would send out another company to inspect the handle and if the results were the same I would be billed for the second visit and it would not be repaired. It was at that time I asked to speak with a supervisor. I was told she would have a supervisor call me, to which I said I will hold on to speak with the supervisor. I ended up holding for more than twenty minutes and being asked frequently to allow a supervisor to call me back. Each time I stated I would hold. My house phone rang, and it was a supervisor on the phone. I explained my concerns and she immediately stated the same information I was given by your initial agent. Knowing I HAD NOT MISUSED the handle, I agreed to a second inspection. The technician came in, I advised him of what happened when the handle came off, he took photos, asked which company came out earlier, made a note of them and left stating he would contact your company. When I called to check on the second inspection, I was advised he had come to the same conclusion. I am writing you to determine if there is a person in your company that has experience in the field of the items you insure. I felt dismissed when I tried to explain what caused the handle to fail and soon realized the two agents were repeating the company policy. At NO TIME did I fell they respected me as a customer or offer the option to speak with a complaint evaluator, after being a customer for more nearly twenty years. Your agents never even considered I was being TRUTHFUL. At one point in my career I was in overall charge of more than 275 people, which included supervisors. It was my practice that when the initial recipient of a complaint could not reach a positive conclusion with an individual, the issue was forwarded to the next supervisory level. The reason I am so upset about my treatment is that I am person that notifies a company how well I was treated and assisted by and individual of their team. One important thing I always knew was people complain verbally and in writing when they feel they have been wronged. I am the person that notifies companies when they least expect to hear how well the employee conducted business on a daily basis.

In closing the unit was built in 2011 and reviewing the attached photos you may see what I see, the look of crumbled plastic. Opening and closing a door with a plastic handle that has been installed over a high BTU burner and the heat from the oven below will fail. It is important that if you don't have, you should have people in the organization that function as final authority on repair disputes. If a person with experience in the repair of specific items settles on a conclusion, they can communicate the decision to the customer that allows the customer to accept the findings and not fell like I did when people hired to dispatch calls and communicate the company policy on repairs did not take the time to actually evaluate my explanation of what caused the problem

I await your response, and look forward to more years of using your service plan. I have enclosed photos of where the handle separated from the door. It may be hard to see, buy it shows that heat reduced the durability of the screw which is what happened in this case.

NOTE: This is a copy of the original letter I mailed to the company along with photos. I no longer have the PHOTOS. To this date I have not received any form of contact from the company.

Sidney Kelly
2109Leatherbridge Court
North Las Vegas, NV 89081

[protected]

At the beginning of August I contacted AHS because there was no cool air coming from vents in two of my bedrooms. They sent a contractor after I paid the $75 service fee. The contractor ( SeeBreeze) informed me that I needed my duct system replaced and even emailed the pictures he took. I did not hear from AHS so I called their Customer Service and was informed that the vendor had asked them to transfer the work order to another vendor because they decided not to do the work. This was August 12. I finally got a call and another vendor (Sunpowered) came to "diagnosed" the problem which had already been diagnosed by the first vendor. They stated the same reason that I needed the duct system replaced. This was August 30. I did not hear from them so I called AHS and was told that the work order had been transferred to yet another vendor (Kravetz AC and Heating) they came on 9/8 and said the same thing that I needed my duct system replaced, same diagnoses and four different vendors! Now I get an email from AHS that says they have transferred the work order to yet another vendor because the last vendor does not do duct work and they need a diagnosis, so now I am waiting from Air Systems in Palmdale, Ca. to contact me. In the meantime I am suffering serious health issues because I live in the High Desert of Southern California and the temperatures on most days is over 104 degrees. I am 67 years old and suffer from asthma and diabetes among other ailments. Today I had to go to urgent care due to the heat. I have called AHS explaining the seriousness of the getting the work done but I only get a call center in the Philippines who says they will email the Authorization DEPT and that they cannot give me their number or email address. SO here we go on 30 days of no repairs or resolution

American Home Shield is the poorest excuse for a home appliance warranty company that is offered to new homeowners. Our family's recent experience left a sour taste in everyone's mouth and some extremely hot children for 45 days in the heat of July and August in Oklahoma. I thought AHS would eventually stop dragging their feet, but gave up after 45 days of my grandkids and their parents misery in the heat, and got it repaired for them. AHS claimed parts were not available, yet my A/C man got the part delivered overnight, and installed the very next day. I would get an attorney and sue them for everything, but am advised since service was not denied, but only delayed, there is no recourse. AHS are crooks to the average citizen, they promise the world, and deliver nothing.

Hello,

My name is Loi Nghiem, I have a contract with AHS (American Home Shield) for my rental unit in Riverside California more than a year without any claim.

Last 2 weeks our AC suddenly stopped working, we filed a claim with AHS to have a repair on August 22, 2021, AHS referred to the True Master Company to send 1 technician to our house on August 26th, 2021 and charged me $100 for the copay service.

The True Mater Technician gave me a diagnostic: The AC is leaking and need to repair and recharge the Freon and replace the condenser. The cost is estimated by True Mater to $1000.00 and asked me to pay for it.

I told the True Mater technician that I cannot pay for the repair, the AHS shall pay them for this service. As soon as the technician knows that we don't pay $1000.00 for repair, he left the house and leave the AC unfixed.

We call and recall the AHS for many times (4 to 5 times) during 2 weeks, the AHS told me the company True Master didn't give AHS report and diagnostic even the AHS agents requested by phone by emails many times and the AHS cannot do anything for us, the only thing the agent can do is trying to contact the True Mater by phone and by email to get info from them before getting approval to repair.

When I asked the agent to sent it to authorization department or higher authority she refused to do so.

It is really unprofessional the way AHS handled business. It seems like AHS is a scam company not the insurance or warranty company. Something needs to be done otherwise some one else will be suffered with this AHS company.

Sears Home warranty offered much higher quality of service. When we got the claim in the past with Sears, the technician came out and fixed it right away without any issue. I have really regretted that I change service to this company.

It is very unrespectful and unbelievable to have service with AHS.

Loi Nghiem

9/4/2021

About two and a half weeks, possibly three, American Home Shield sent a repairman to fix the Icemaker that was not making any ice. Technician said that it was frozen, defrosted the freezer and called it repaired.

Call a week later as it was still not making ice and the refrigerator was hardly cooling. After waiting 5 days for an appointment, a new technician (same company as before, Paul's Appliance Service, don't use them as they never answer the phone), came by, spent 2 minutes mostly talking to me, and stated that it needed a new ice maker. They had to order it and then he left. Called AHS on Tuesday, August 31st, as I had not heard from Paul's Appliance and then called Paul's Appliance several times and left messages. Finally, I got a call back saying the part was on order and they would call me when it got in to schedule another appointment. Today, Friday September 3rd, still haven't heard from either AHS or Pauls's Appliances. On the phone with AHS knowing full well that they will not do anything. If they give the job to somebody else, I will have to wait one or two more weeks. Frustrating. And to make things worse, this is a basic refrigerator with ice-maker. The ice-maker is easy to get yet it takes a company over a week. Pathetic.

I have been waiting on a condenser unit since 7/30/21. They stated the contractor will receive the part 8/19/2021. They will not communicate back and still no part. All of there customer service rep continues to say the same thing and cannot tell me when the contractor will get the part. I request a supervisor to call me several times and still no communication on their end. My service is paid in full for the whole year and still can't ger good customer service. I'm not sure why they can't give me an arrival date when the part is supplied through ther company.

ive had ahs since October of 2020. the title company sold me this service when i purchased my home. November my fridge ice maker quit working and dispensing ice. so i paid for them to come out. they sent sear service to my house they looked at the fridge and said it needed the whole ice maker assembly. after a few days sears called me and told me they couldnt get part and that they were going to notify ahs. after a few days of not hearing anything i call them. they tell me that sears has told them they cant get part any longer and that the guy was going to send it over to claims to see about getting fridge replaced. after a few weeks of nothing i call back and they tell me that they are waiting on the technician to send over the diagnoses for the fridge. after back and forth between ahs and sears, ahs kept saying they were waiting on sears and sears kept telling me that they sent over the documents to them. after many attempts of trying to speak to supervisor with no luck had to call and get ahold of cancelation in order to speak to supervisor. supervisor told me he couldnt do anything till sears sends over the documents but he could instead send another company out. so this is about February now and another company comes out and looks at it and orders after market parts. they come out put parts on and it still didn't fix it. so they said it needed door seal waited a month or so for it and he came and put on but when he was installing it he broke the freezer drawer and it wasn't able to close right. the guy said to wait a few days before calling to make sure it works. after about a week i call back and talk to ahs and tell them that it still didnt fix it they sent them back out and they ordered all the same parts from the first time. so had to wait more. now it is july and they came and put on parts but when they got done installing the tech noticed that the last tech broke the freezer drawer and said that could be the problem. the guy turns my fridge off and leaves all my food in the fridge part got ruined. tried to call ahs and they are no help. they either hang up on you or they promise to call me back or have a supervisor call me. i had only 2 supervisor talk to me after asking over 30 times and i had to beg with cancelation department again in order to speak to one. here i am in September no parts no phone call and now a fridge that doesn't work. so over 2 months no fridge and no resolution. been hung up on over 12 times in a 3 day time period because i keep asking them when am i going to get my fridge fixed

We have put in multiple work orders for plumbing. The contractor that AHS provides to us puts our service request on the bottom of their list. We were without hot water for 4 weeks. They gave us the run around, changing the dates to come resolve our issue several times…for 4 weeks!
Put in another work order for a busted sewer line and apparently it's not an emergency. We were on the list to find out the next day and they never showed up.

I am complaining about service that I haven't gotten. This started back in February 2021. It's reference my Attic Fan in the ceiling/hallway of my home. First, a young man came to repair the attic fan, he put a belt on it. Soon as he left, it wasn't 30 minutes the belt broke or came off. I called the Company that sent the young there. The Company told me I need to contact AHS. I called AHS and I was told since it wasn't 30 days old that another Tech will call me and set up an appointment. I have call Epic Mechanic, because that who suppose to come to repair my attic fan. Epic Mechanic is the name of the company. Epic Mechanic told me that they do not so that type of work, The tech said, he was told that it was the vent fan over the stove. I stated no, it the attic fan in the ceiling in the hallway of my home. Epic Mechanic told me that their company do not do that type of work. The Tech said, the work order was for the vent hood over the stove. The Tech said, that he the Tech will let AHS know that his Company Epic Mechanic do not do that type of work. Since that day, I have spoken with AHS On about 5 or 6 time since that last call in February. AHS have lied to me every time I call. Stating someone will call me from AHS, as soon as Epic Mechanic call AHS back, or they will tell me no answer and someone will get back with me in a couple of days, from AHS. August 27, 2021 I was told that I had to pay another fee for someone to come to my home. I said, NO, I will not pay another fee for I have already paid and no Service. I stated I do not appreciate how AHS is doing business. I said, I will call Cooperate for an answer.

JOYCE MCGILL
ACCOUNT [protected]

worst service

Michael Braden
3412 W. Monterey Street
Chandler, AZ 85226
[protected]@bradenmsi.com

American Home Shield
860 Ridge Lake Blvd.
Memphis, Tennessee 38135

Dear American Home Shield,

I am writing this letter to you to describe the horrendous and unfulfilling experience my family and I were made to endure from both American Home Shield and from your contractor in Phoenix, Arizona; Consolidated Mechanical Inc. Additionally, I therefore am requesting full resolution and immediate re-imbursement for the following:

• $730.00 which is the difference in cost between R-410A and the R-22 suggested by Consolidated Mechanical, Inc. I was intentionally misled and given false and inaccurate information by Consolidated Mechanical which is the contractor you assigned to my service request. Details regarding this are found in the attached Exhibit which is a detailed and chronological accounting of the events that unfolded regarding my request for service and the unimaginable and horrific service we were made to endure.
• The refunding of my $100 Service Fee that was promised by Abigail one of you Supervisors from your Call Center in the Philippines due the length of time it took to fulfill my service requests and for the failure of your Supervisors and your escalation teams to follow-up with me regarding a myriad of issues.
• $1, 744.40 for the pain, suffering, anguish, inconvenience, and time I took away from my business to deal with AHS, your Customer Service Team and the overall un-professional and unethical work performed by your contractor, Consolidated Mechanical Inc. And for your failure to approve repairs in a timely manner.

I feel it is important to remind you that your company was chosen based on the interactions I had with your company a few years ago when I moved my Home Warranty to AHS. Integrity and promises of prompt response times and the ability to escalate claims if warranted were the main factors in trusting American Home Shield with the Warranty for our home. We trusted you with our well being and you did nothing but let us down throughout this ordeal.

Sadly, the levels of bureaucracy and redundancy that you have built into your service model and protocols make it virtually impossible to reach the appropriate departments who actually have the ability to make things happen. Overall, the language barrier with your call center and your Customer Service being in the Philippine's is also a hindrance to your customers, however that pales in comparison to the companies you have licensed to complete the warranty work for you. And, specifically in my case, Consolidated Mechanical Inc. of Phoenix, AZ. Your contractor did not have qualified technicians to look at the entire operation of my AC/Heat Pump to properly diagnose the problems. The shoddy and sub-standard work was evidenced and backed up by another one of your approved contractors who were called out to perform a 2nd opinion and thank the good Lord they knew what they were doing.

I am requesting a formal reply in writing by September 30th, 2021, and I thank you in advance for your quick response and to your fairness in reading my complaint, including the attached Exhibit with a fair and open mind. I hope my situation is the anomaly and not the normal for your clients. But, that being said, what happened to me should never happen to anyone, especially from a reputable company like AHS that we entrusted to protect us.

Respectfully,

Michael T Braden

EXHIBIT

I placed my initial Service request online via the AHS website on Wednesday July 28, 2021 regarding a loud, obnoxious whining sound emanating from my Heat Pump/AC unit. I received confirmation that my Service request as given to Consolidated Mechanical Inc. and that they would contact me to set an appointment. After not hearing from the contractor all day on the day I place the request I contacted Consolidated Mechanical on Thursday the 29th which is evidently the date AHS has as the date my claim started. Either way, I was informed that a technician would be out Monday morning to take a look at my unit. I asked if that was the fastest response time available I was told yes, especially this time of year. (Summertime in the Phoenix area regularly produces temperatures between 105 - 116 degrees).

On Monday August 2nd, 2021, the Consolidate Mechanical vehicle pulled up and my assigned technician was Scott. I explained the situation and did my best to accurately describe the reason for my placing a request for service. Scott was professional, he removed the side panel to have access to the unit, put the meter around the wires attached to the Compressor and declared that it looks like the compressor is failing and that it should be replaced. Scott did not look at any other potential causes, he did not check the contactor or the condensing fan motor. He took a picture of the compressor and said he would complete a request and send it to AHS for approval.

On Tuesday August 3rd, 2021, I called the AHS Customer Service Number requesting information on the status of my claim and was told that the "Approval department" had not yet received the Service Report but once they did it would take them 24-48 Business Hours to review the claim. Later at approximately 1:00 PM, MST the compressor seized and stopped working. It was now over 113 Degrees and things were obviously not looking good. I called back the Customer Service line and requested to speak to a supervisor knowing that your Customer Service representatives have limited scope and abilities to help your clients. Due to the situation, I considered this an emergency situation. I am 59, my wife is 60 and our 15+ year old dog (Kramer) is going blind and deaf, and with temperature over 110 degrees projected for the next week things were not looking good. No Supervisor called me back. The next day, Wednesday August 4th, 2021, I called again in the morning, the afternoon and the evening requesting a Supervisor speak to me and no supervisor ever had the decency to call me back.

On Thursday morning August the 5th I called again to see if my request had been approved by the Almighty and All-Knowing AHS "Approval Department" and was told the preliminary notes were possible denial of the claim. 3 different Customer Service Agents confirmed this which I found unsetting and troubling since you would not send anyone out on a service call for a non-covered item in the first place. After again not receiving a call from one of your Supervisors (by this time I had been promised a telephone call no less than 6 times by 6-7 different Customer Service agents) so I decided to call the Contractor. I spoke with Robert who informed me that the first request was denied by the Approval Department because the cost estimate of the repair was too high, delaying the process by a yet another day. I was told they re-submitted the request after sharpening their pencil or reducing the parts replacement list. Robert also informed me that I would have to be responsible for the Freon. I asked about what types of freon were available and was told that AHS recommended a newer R-410A or R-22. I was specifically told that the R-22 was good for all weather but that the 410-A would not wo in temperatures over 110F, which is a problem in the Desert Southwest.

After this receiving that information from Robert, I went onto the AHS website and could not find clear information that the AHS clients/members were responsible for the cost of the Freon. At least it was not clearly expressed in print form anywhere I could see, but every Customer Service Agent confirmed that AHS was paying for 10% and that I had to pay 90% for the cost of the refrigerant. I did not have much choice and agreed I also said that due to our extreme temperatures, I would be using the R-22 Freon.

Later in the afternoon I finally received a call back from a Supervisor named Abigail. 3 days late, she finally called. I re-capped my situation and I related to her my frustrations and displeasure regarding the length of time the process had taken and that AHS was in the wrong for denying the claim and extending the approval process due to their own greed. Additionally, I explained that there was no consideration for the fact that this was a Health Emergency due to the extreme heat and that the situation was unreasonable and unacceptable for anyone to have to endure these conditions. There was no mention or offer for a Hotel to avoid the heat, no effort was made to expedite the situation or to get temporary Air Conditioning provided to my family. There most certainly was no sense of urgency from the contractor to finish the repairs asap. Instead, after hearing me out Abigail promised that she would refund the $100 Service Fee due to her inability to call me sooner and thereby causing the process to drag on. I explained that I just wanted the situation escalated and asked if there were any other service companies that could do the work because it was obvious to blind person that Consolidated Mechanical had more work orders than they had technicians. I was told no, because the process would start all over again with a new $100 Service Call. I asked about finding my own Repair Company who could complete the work sooner and be re-imbursed and she said she could fill out the paperwork for that and submit it for approval. However, being that it is now late Thursday, nothing could be submitted prior to Friday to the "Approval Department" and once it did it would be at least until Monday before I would receive an answer. Mind you, that had your company done the right thing, had the Supervisor called me within a day as I was promised numerous times by numerous Customer Service agent employed by the company, I might have already had a working AC.

On Friday August 5th late in the afternoon I called the office at Consolidated Mechanical and finally spoke with Robert. I was informed my new compressor and other Electrical components would be installed on Monday, August 9th 2021. I asked if there was any way they could install it on Saturday and was told no, that was only for Emergencies and after stating my case that not having AC for a week should count as an emergency I was told it would be Monday and I was again reminded of the cost of the freon I would have to pay prior to the technicians arriving. So, with no other choice or options we sweated like links of sausage in a smokehouse for another 72 hours of hell before new compressor and other components would be installed.

Then, on the glorious morning of Monday, August the 9th, 2021 it was actually misty and overcast in Phoenix with a high temperature only around 90 degrees. The technician arrived mid-morning and I specifically asked Sergio (Lead Tech) to please check the Condensing Fan Motor because I knew it was at least 5 years old. It took about 21/2 hours to complete the job. I asked about the Fan Motor and was told it was working great! I will later explain how that was a load of BS. I thanked them, they left, and the house began to cool down for the 1st time in over 6 days. My wife arrived home at 7:35 and as I met her in the Garage to give her a re-cap of the happy day, she said what is that noise? I listened and it was the exact same noise that prompted me to place a request for service to AHS back on 7/28/21, in fact I went out to the AC Unit, and I taped, and date stamped the sound emanating from my AC Unit using my iPhone so I could play it for the technicians.. I immediately called the contractors office and left a message with the Answering Service, and I called the Home Warranty Company. The agent I spoke with lived with Chickens and Roosters and it was virtually impossible to understand er at all. But I again asked for a Supervisor and for my claim to be escalated.

The next day (8/10/2021) I called the offices of Consolidated Mechanical, explained my dis[pleasure to Denise who transferred me to James their dispatcher. I explained my situation and asked for a technician other than Sergio. Upon hearing this James immediately copped an attitude and said "Look you are with American Home Shield; you don't get to pick and choose what technician comes to your house" I explained why I was not comfortable with Sergio since the noise happed 7-8 hours after he installed the new compressor, and I was told Sergio can be there Wednesday morning but if I wanted another technician it would be on Thursday. I said well you are not giving me much choice, why can't someone come back out today, and he said I gave you a choice, I gave you a choice, don't say I didn't give you a choice. In the long run I accepted Wednesday being the soonest possible appointment and that Sergio would be the technician.

After speaking with James, I immediately contacted AHS and complained about the service and the serving of righteous indignation I endured from their representative. I asked for a Supervisor and after an hour and a half was told one would call me. And a female supervisor actually did call me back within a few hours. I explained the situation and she said she would be forwarding my interaction with the department than interacts with your contractors. I was also told I could not request a different AHS contractor to come out and finish the follow-up call to inspect the noises and re-visit my AC Unit. I was told that I had to use Consolidated Mechanical. It is sad when you deal with enough Contractors and Sub-Contractors that I have dealt with through work and home over the years that I have been told not in exact words but "Suck it up Buttercup, we make the rules, you don't".

On Wednesday August 11, 2021, Sergio and his trainee arrived I described the issue, I played the taped recording of the noise, and he said the only thing that might make that kind of sound could only be a "Check Valve". I asked about the Fan Motor, and he again said no, your motor is good, you have a fancier motor than most people, it's not the motor. He pointed out a pipe that he said had was the check valve, however, I later learned that that are he said was a Check Valve was only a line with a fine mesh screen in it to prevent in dust or dirt to contaminate the flow of the Freon in the system. I asked him what he was going to do, and he said if he knew the check valve was bad he would have replaced it when he put in the Compressor, but nobody ever told him about the noise before. So, he said we would submit the work order request to his boss, and they would send it off to the land of the Grand Poohbah, aka the "Approval Department" for approval to replace the check valve. Sergio did not look at the Fan Motor, he did not unhook it and spin it to see if the bearings were going out or had gone out and he did not bring up the fact that the Contactor had arced, was fried, and he knew it and did nothing about replacing it when he installed the new compressor. It took 6 more business days to get approval for the Check Valve. This was due to the contractor not submitting it initially and then the according to the Customer Service representative I spoke with said the Approval Department misplaced it. to be installed because that was Sergio's diagnosis as to what was causing the same sound I originally called in to request service for my AC in the first place. So, on Friday August 20, 2021, Glenn from Consolidated Mechanical calls me back to explain that Sergio will be out Monday August 23rd, 2021, between 11:00-3:30 to install the new Valve.

On August 23rd Sergio came out, took some Amp readings from the compressor, and said the wires are running hot to the touch and he did not know why. And I said well what about the Check Valve you are here to replace, he said I am waiting to see if I can hear the sound again before I install the check valve. I said, well I do not understand, you said the Fan Motor was fine, you said because I had a "Fancy" Fan Motor, the Compressor was new so it must be the check valve but now you are not installing the check valve that was approved to be installed? What am I missing here Sergio? He said his boss told him it would take too long to recapture all of the freon, replace the Check Valve and put the freon back into the system so he was leaving because they could not hear the noise I described. I again played the taped recording on my iPhone and Sergio said and I quote "I am going to tell my boss that the compressor is malfunctioning and then when I come back out I will replace the compressor, the Check Valve and the Motor because he did not want to have to come back out to my house again. Later that evening the same, loud, obnoxious, high-pitched whining sound started coming from my AC unit 4 different times between 5;30 PM and 11:00 PM.

On August 24, 2021, I called Consolidated Mechanical to follow up on the Sergio's visit from the previous day, and to also say the same sound occurred 4 times after Sergio left the day before and I recorded them again on my iPhone. I spoke to Robert who said that the only thing Sergio put on his report was that he could not duplicate the sound. I asked him if Sergio mentioned that I had the sound taped and recorded in my iPhone and that I played it for him, and Robert told me know he did not mention it. After about 5 minutes of discussion Robert said there was nothing else he or Consolidate Mechanical could do or would do. He said I needed to call AHS and request a 2nd opinion, from a different AHS approved contractor. So………………….. I called the AHS Customer Service Number and after 23 minutes on hold an Agent came on the line. We had a 1 hour and 39 minute discussion about who would come out and how fast they could expedite things because I do not want to endure another day with no AC. I was informed that the company that would provide the 2nd opinion was J&J Fire and Ice. I asked them to expedite the request for service and was told I would have to pay $100 for the new Service Request, I said no, that Consolidated Mechanical requested the 2nd opinion. The agent them politely put me on hold, spoke to Robert and confirmed that it was a Vendor requested 2nd opinion and that I would not be charged.

On Wednesday August 25, 2021, at 8:18 AM I received a call from Andy at J&J and I explained the increasing frustrating and unending series of unfortunate events my family and I have been made to endure at the hands of both American Home Warranty and Consolidated Mechanical. Andy was terrific, he listened asked a few questions and said Larry would be out around 12:00 noon the same day to take a look at it. Larry called and arrived on time. I explained the situation, played the recordings and he said are you sure its not the Fan Motor? I explained that the technician from Consolidated (Sergio) reported than I had a"Fancy" Fan Motor and it checked out fine. So, he got comfortable under the shade of the umbrella I placed over the AC Unit and proceeded to try and diagnose the problem. He asked me where the check valve was, I pointed it out and he laughed and said that was not a check valve at all. Then, he wanted to unhook the fan wire leads that go to the Contactor and he pointed out to me where there was an obvious arcing of the Contactor, wires were burnt and to say it was a safety hazard was an understatement.

Then, after the wires were detached he removed the grate from the unit, removed the fan itself and spun the spindle/post of the Fan Motor and it maybe had 2-3 revolutions. The Fan Motor Bearings were shot, and the source of the obnoxious, high-pitched whining sound were the bearings seizing up inside the Condensing Fan Motor. Larry then replaced the Fan Motor, Replaced the Contactor, expertly cleaned the wires and put everything back together. I have not had any issues and the sound has not returned.

So, what did we glean from this three week odyssey to hell and back? First and foremost, that we may never know if the old compressor was bad or if it shorted out due to the poor condition and fire hazard caused by having a damaged contactor that was easily noticeable but ignored or disregarded by Scott and Sergio of Consolidated Mechanical. We know that neither Scott nor Sergio ever inspected the condensing fan motor. We know that the check valve that was approved to be installed never was because Robert instructed Sergio not to waste labor that he could not bill back to AHS. We now know that Sergio does not know where the check valve is located and that he was guessing. We know Sergio never mentioned to Robert, his manager that I had tape recordings of the sounds and that I played them back for him. We know that Larry from J&J Fire and Ice was an upstanding and knowledgeable professional who had the only positive customer service attitude I have seen from either AHS or Consolidated Mechanical during this process. We also learned that if the compressor was okay, but the contactor did not allow it to open fully, that I may not have need to spend over $2, 200 out-of-pocket for freon and that in my humble opinion Consolidated Mechanical is morally bankrupt because according to J&J Fire and Ice, the AHS recommended 410-A gas works just fine in the Desert and there have been no known problems with it not keeping up with outside temperatures in excess of 110 degrees Fahrenheit. Lastly, I know that me and my family were made to endure conditions that would never happen if a Home Warranty Company had both empathy and a culture that was built on exceeding the expectations of its clients and customers instead of continuing to grow and demand profit over comfort with respect to what they allow their contractor to do and how they allow them to mistreat their clients. AHS is complicit and directly responsible for hiring and allowing substandard and haphazard work be performed by poor outfits such as Consolidated Mechanical.

I contacted AHS customer service department regarding regarding a service call. This is my first and last experience with AHS. I explain my issue and was told that I have a deductible of 100.00 on service call. Premiere Appliance came to my home on July 17, 2021 to inspect my dryer. We were told by the service technician that he would have to order the part. Now a month and 10 days later August 27, 2021, no parts yet or an explanation. I've been calling for several weeks, hung up on twice, 20, 30 minutes on hold several times.

AHS customer service lied to about having some of the parts. But come to find out, neither AHS or premiere appliance had the parts yet but both companies keep passing the buck. I was so frustrated I immediately cancel my service and ask for a buy. AHS offered me 107.00 but I paid 100.00 for deductible. So! I'm stuck with a broke dryer after waiting over a month. AHS only offered me seven dollars more than my deductible. No reimbursement for mental stress or no refund on monies I've paid in monthly installments and no apology for my time and stress over the last month dealing with this crap. I'll say this! Whomever reads this review and still use AHS as your appliance warranty company. I don't know what else to say!

Robert and Stephen Cleveland
1142 Parkview Ct NE, Palm Bay, FL 32907

[protected]

On July 22, 2021 we requested service on a number of items that need repaired in our home.
Our central AC stops working for a couple hours at a time causing our home temperature to rise into the low 90s where it then stays that temperature for most of the day because of it stopping all the time. At night the temperature stays in the high 80s until around 12am. A technician from FLORIDA CONSTRUCTION AUTHORITY LLC, came out to assess the issue.

Service Request #:
[protected]

Service Professional:
FLORIDA CONSTRUCTION AUTHORITY LLC
[protected]

Service Request Date:
07/22/2021

The technician stated that we need a new motor and the duct work needed repaired and or replaced.

A technician from rex appliances came out to access the appliances and said that he needed to order parts.

We have attempted 12 times to contact FLORIDA CONSTRUCTION AUTHORITY LLC and have only been able to leave voice-mails.

The same issue has been with rex appliances, they are not returning our numerous calls.

My mother is in hospice and dying in my house. We want my mother to die a normal death at home, not dying of heat exhaustion, struggling to breathe in the heat.

This totally unnecessary situation is now in its 5th week and you have yet to resolve the issue. You have left many voice-mails with the ac company and they haven't returned your calls. You have numerous voice-mails with the appliance company as well.

We would like you to provide a room air-conditioning unit so that my mothers last days alive will not be struggling to breathe in 90 degree heat inside the house.

Please respond back to me asap. Your representatives have promised on many occasions to return our calls within 4 hours only to call back the next day around 24 hours later. They tell us that they had left a message with the contractor asking them to call back. We need to get this issue resolved asap. Think of your own mothers, would you want her last days alive gasping for air in 90 degree heat?

Robert and Stephen Cleveland

I have been trying to reach a supervisor, and am told I cannot speak with a supervisor that my issues do not warrant escalation. Darika Dennis said she would determine if my complaint warranted escalation. There is no way to speak with corporate and this person refused to answer my questions, or allow me to speak with her supervisor. For a city as large as Sacramento, CA I am being told it is acceptable to wait a week, 10 days or longer for service.