American Home Shield [AHS]
Reviews and Complaints

I have submitted two complaints regarding my coverage, or lack thereof, to nik varty and tim haynes. So far, I haven't heard from either one of them. I live at 8440 edgar dr.in orange, texas. My water heater issue is almost a month old. The plumber you sent to my house, who only showed up 4 days after he was first contacted (plenty of time for my leaking water heater to mess up my downstairs bathroom ceiling — I sent photos on the other 2 complaints). Action plumbing left a proposal on their letterhead detailing what needed to be done. Nowhere does it mention any additional costs or "modifications" to anything. It was only after they left and I received a call from ahs 3 days later that I found out anything about these totally unnecessary modifications. Incidentally, the "supervisor" who called me knows zero about plumbing. I have attached a copy of the proposal I received from action plumbing. You look at it and tell me where any extra fees were ever mentioned? Surely that's not how they or you do business — adds fees after the fact? I asked about a cash-out. Well, I was offered just over $400. Seriously? You'll pay action plumbing for the tank + labor but you'll only offer me $400? I'm not understanding this at all. I've had a licensed plumber give me a bid and a detailed description of the services that were needed. None of the modifications suggested by your plumber were needed! The "pan modification" he suggested must be the cost of the pan. Fine. I'll pay for the pan. But that other stuff? I'm waiting for someone to try to explain the proposal I received from action and then tell me why it's okay to add stuff once they leave my house. Look at the proposal! Down the left side of the paper there's a model and serial# for the water heater. Below that is a series of fittings (pvc) that are needed. On the right hand side of the page under "description of work" it sates 50 gal. Gas ge w/h bust in attic. Now, look under "other charges." what do you see? It says, "pd ahs." so why are there now other charges to the tune of $440? Would somebody please give me an explanation?

February 28, 2018
Mr. Nik Varty
CEO, American Home Shield

Mr. Varty,
In January of this year, my family purchased a home in Orange, Texas. At closing, we purchased the $565 home warranty from your company. We wanted the added security of knowing that although our new home was in great condition, we'd be covered if something happened. Well, it did. On Thursday evening, February 15, 2018, I noticed drips of water falling through our downstairs bathroom ceiling. A quick check revealed that the water heater in the attic was leaking and the pan had rusted through. I turned off the water to the tank (and the gas). The next morning I called AHS. The automated answering service stated that you were experiencing a high volume of calls and to try the web site to report a problem. So, I did. I received notification that a plumber had been assigned to my request and that I would be hearing from the plumber within 24 hours. By mid-morning on Saturday, I still had not heard from the plumber. I went to my dashboard and saw the live chat feature. I started a chat with Caprice A. and relayed my situation to her. I told her that I'd tried to call the plumber directly (Action Plumbing, Lumberton, TX) but no one answered and their answering machine was full so I couldn't leave a message. Caprice A. put me on hold and called the plumber on their emergency number. They indicated that they could not get to me that day, but maybe Monday. I told Caprice A. that I thought my situation was an emergency and I was worried about losing the ceiling in my bathroom. I also asked her what constituted an emergency. If your company saves records of online chats, my information can be verified.
The plumber finally showed up on Tuesday. He replaced a wax ring in the toilet that was leaking, looked over the water heater situation and took a few pictures. He told my mother-in-law that he would send the pictures to his boss, who would then send them to AHS for approval. I heard nothing for the next few days but noticed that parts had been "shipped" according to my dashboard. On Friday, February 22 (after my ceiling had collapsed) I received a voicemail from Dion. Dion stated that the cost of my water heater and all associated labor would be covered by AHS. Then he added, but…there were additional charges that wouldn't be covered. Among those were: $235 to modify the water line; $110 to modify the temperature and pressure valve; vent pipe modification for $35 and drain pan modification for $50. That comes to $440 in add-on charges. Prior to all of this, I went to the plumber's web site and read the reviews. One reviewer in particular noted that this company likes to add unnecessary additional costs (he mentioned the exact same items they wanted me to pay). He even stated that when he questioned the plumber, the plumber said that AHS wouldn't pay him enough so he had to add things to recoup his money. Well, that was enough for me.
I have since chatted with Robert S. on two occasions. The first time I told him that the plumber stated that my water heater and pan would need to be replaced. Robert S. said that there was no record of the plumber submitting anything as of that moment, so he couldn't say whether the water heater was covered or not. I asked him if that was the case, why did it say the parts were "shipped" on my dashboard? Why would parts be shipped if they hadn't been approved? Robert S. reiterated that AHS hadn't heard from the plumber yet. (I did notice later in the day that the word "shipped" on my dashboard had been changed to "ordered.") Interesting. Before the chat ended, I also stated that I intended to have a licensed plumber come to my house and give me a bid for the same job. I told Robert S. if the plumber I called out told me the charges were needed, I'd pay it and not say another word, but if he said those modifications were not needed, we'd have a problem.
The plumber we called for a bid showed up Friday evening. He looked everything over and wrote up a bid. Then he sat down with my wife and I and explained exactly what they would do and what it would cost. When he finished, I asked him about the water line modification. He said it wasn't necessary because a replacement water heater would connect in the same spot. I asked about the vent pipe. He said it was up-to-code and in great shape. He also stated that the T&P valve is part of the water heater (which it is) so there'd be no reason whatsoever to modify it. The valve on the cold water side that controls the flow of water to the heater was inspected and was deemed to be in excellent working order as well. Again, no need for a modification of any kind. He did state that the $50 "pan modification" was probably the cost of the pan, which most home warranties don't cover. So, that made sense. My mind was clearly made up at that point.
On Saturday morning, my wife actually spoke with another AHS representative to let them know where we stood. She also asked about the situation with our ceiling. The lady she spoke with said that it was our fault because we didn't call it in as an emergency. You representative stated that since we went online and reported it instead of actually calling it in, it was our fault. My wife tried to explain to her that we tried to call it in, but the automated message indicated that AHS was experiencing a high volume of calls and suggested going online to report a problem. So, we followed the protocol suggested by your automated answering service. But it's our fault for not calling it in? This lady was very rude and condescending. She mentioned a cash option. My wife asked her how much that would be. This woman stated, "I can't tell you that." I'm not sure how anyone is supposed to make a decision based on that response. My wife called me upset, so I went back home and tried to call AHS. I got the same message about going online due to heavy phone traffic. This was the second time that I chatted with Robert S. I'll state again that if you keep a record of chats between your company and customers, these conversations can be verified. I told Robert S. about the bid I'd received from a different plumber and about how the extra "modification" costs were not needed. I know he just handles issues over the phone, but I am sure he could tell how upset I was. I made it clear that I would not be paying the additional costs.
After I hung up with Robert S. I got on the Internet to try to find a corporate office number. I called the one I could find and spoke to Kieara (no chat this time). I told her I wanted to speak to a supervisor or someone in charge. She told me that the people I was requesting to talk to weren't available on the weekend, but she would put in my request AND that I would be receiving a call Monday morning. Sunday evening, the plumber (Action Plumbing) called and wanted to know when he could come do the work at my house. I told him very plainly that I would not pay the additional costs, except the pan. So, Monday morning I noticed that there were no more requests pending on my dashboard. I also did not receive a call from a supervisor. So, Monday afternoon, I called AHS once again, and once again I ended up in a chat, this time with Trice W. I went through the whole thing with Trice and asked about the cash option. He indicated that he could put in a request to that office and I would hear from someone within 48 hours. I also asked for the name/contact information of someone higher up the chain. He indicated that direct contact information couldn't be released. He did provide your name and the address to the Complaints Department.
Mr. Varty, I do not feel I am being unreasonable. If the original plumber had come out when requested, my ceiling could've been saved. For whatever reason, though I had turned off the water and gas to the tank, it continued to leak. Apparently there's a hole in the tank itself and the pan had rusted clean through in several spots. I did everything I knew to do to stop the water. I packed towels/rags around it hoping to minimize the damage until the plumber arrived. But my situation wasn't deemed to be an emergency. I have also requested on 2 occasions to have a different plumber assigned to my case. Both times I was told it wasn't possible after a request had been submitted. So, I guess what your company is saying is that we're stuck with one plumbing option whether we like it or not. There's in excess of a quarter of a million people in the Golden Triangle area (Beaumont-Port Arthur-Orange) where we live. Surely there's more than one plumber to choose from. Here's the reality for my family right now: Despite paying for the top service warranty with your company, I'm about to lose money out of my pocket because no matter what happens with my water heater, I will be out several hundred dollars, if not more, to repair my bathroom ceiling. I have pictures. It's not pretty. I need a quick resolution to this ordeal. All I am asking for is to be treated fairly. Since the original plumber had already submitted his quote to you (with the additional charges included), I am thinking that the cash out would be the figure for parts and labor that he turned in to you, minus his add-ons. From what Dion said when he left a voicemail on Friday, February 23, AHS was covering the entire cost of the water heater and labor/installation. So, what was that figure? No one wants to say. Everyone is quick to rattle off the additional charges, though. I am more than positive that I can get a professional job done for the figure Action Plumbing planned to charge and that the "add-ons" won't be necessary. I have a bid stating that already. Going out-of-pocket completely makes the reason we bought the top warranty moot. In the meantime, we can't wash clothes or run the dishwasher. It's been over a week and a half now. My daughters can't use the shower in their bathroom. This is not at all what I thought this process would look like. There's also one additional thing that really bothers me about this whole situation with Action Plumbing. My in-laws live with us. They would've paid Action Plumbing whatever they said because they don't know anything about plumbing. I am quite sure that a lot of older people would've done (and have done) the same thing. A water heater is an essential item, so they pay. My home has two water heaters, so we are fortunate to not be completely without. I would strongly recommend finding another plumber to do business with. In fact, I'd be extremely shocked if this hasn't happened on claims between AHS and this plumber before. In the end, your customers are getting the short end of the stick.
As of today, February 28, it's been 13 days since I first reported the problem to AHS. I feel like I have been passed off from one person to the next without a resolution. We have been talked down to and patronized enough. We paid for a service and so far we really haven't received any. No matter what, I do not want anyone from Action Plumbing showing up at my house or calling me ever again. I will be filing a complaint with the Better Business Bureau within the week with the sincere hope that no one else gets duped by them. My family deserves better. I look forward to hearing from you. In the meantime, enjoy the hot water and being able to run your clothes washer and dishwasher. I wish we could.

Thank you,

Larry & Aliceson Haynes
8440 Edgar Dr.
Orange, TX 77630
Policy # [protected]
(409)988.4292 (my cell)
(409)988.3985 (wife's cell)
(409)313.6034 (home)
[protected]@woccisd.net

I called on December 27, 2017 for service on a heat pump and they could not provide a service provider until January 22, 2018. The service provider
stated that the heat pump needed to be replaced, I was called and was told it would be $560 to provide the Freon needed for the heat pump. I was then told on February 2nd that the system was going to be replaced. That is where the delays started. I have bee calling every day since February 5th and I have been hung up as well as being transferred to dead lines where I was disconnected. I am now waiting for an area authorization manager since Monday the 12th of February. I have even been given wrong numbers to contact the people in authorizations.
I feel this is an unreliable service company.

I am just emailing, because I wanted to share my experience with ahs! Since signing up with this company, I have had nothing but headaches and very bad service and horrible customer service. I honestly have no idea how this company could get away with charging so much money, barely ever servicing what's expected or promised for that matter and still be in business. Not only is the customer service horrible, and the contractors all horrible, but it's ridiculous that I have to wait on hold for always a minimum for 45 mins to an hour just to get through and not have anything resolved. My oven has been broken for over six months now. I've had a contractor many many time, and it hasn't been fixed. I'm paying a fortune every month for what? The last time I called to try servicing my oven for the fifth time, was on february 12th 2018 aldine 2:30pm. I called and asked if there was a number or email I can reach out too, and the representative told me she was the one to talk to. That there was no supervised or manager I can try talking too. I never heard of a company that doesn't want their customers feedback or suggestion. That's another reason this company is a [censor] scam. I can not wait for my contract to end. I've wasted so much for [censor]. Congratulations, I award you worst company, worst staff and biggest rip off company to not only exist but of 2018 too. Don't worry about fixing my oven for the [protected] time; i'll go out of my expense and buy a new one even though i'm entitled to a new one through the contract I already have. Thanks for all you have helped with which is zero! Btw I accidentally put I have a 3 family when I really have a 2 family. I can't imagine how much more i'd be saving if I hadn't made that error. That doesn't matter though, I know i'll have better service with the next company I sign with. I'm such a sucker for even bothering trying to get my stove fixed. Horrible horrible company this is. The worst!

I am writing this regarding American Home Shield Corporation because I am very dissatisfied with the outcome of my plumbing issue at 3650 McGinnis resistance. I purchased my house in April of 2017, in May 2017 I purchased the American Home Shield House Warranty to protect myself for any unforeseen problems with my new house.

Recently, I was smelling sewage at 3650 McGinnis residence, it took me about one month to identify where the smell was coming from. Two utility drain downstairs were emitting the sewer smell. Immediately I contacted American Home Shield warranty to help me with this serious problem. I paid my $100 deductible for the plumber. The plumber arrived at my house on 12/11/17 to identify the root cause of the sewer smell. The plumber indicated that the two utility drains are missing drain traps and the drains are connected directly to main house sewer line. He also indicted that the repairs should be completed ASAP since Methane gas is present in the living environments (copy of the plumbing write up attached).

After a few days of not getting any feedback from the plumber or American Home Shield, I decided to call American Home Shield myself. I was quickly notified that my claim was rejected. I was trying to understand why, but the only answer I received is that I don't have any drains in my house and my warranty does not cover that.

Too lenthy to try and complain to incompetent ppl. PLEASE CALL ME, CHERYL OR STEPHEN PETER At [protected] OR [protected] asap. We are 100% completely dissatisfied with AHS. and want to speak with someone other than customer service. Need to be spoken, not emailed. I want to speak with someone with authority today Jan 31. 2018. Steve or Cheryl Peter

I purchased a home warranty which states it will cover all repairs to hvac due to regular use. They (American Home Shield) sent Home Pros to look at system which is not producing heat. Home Pros stated unit can be repaired but they will not due to the fact htere is mold on the unit. They (Home Pro technician) then stated american home shield has a buy out plan to replace the unit. i stated i would have the unit cleaned from mold however american home shield will still not cover the repair. This is misrepresentation and they are trying to force me in to buying a new system for over 4000.00 while they contribute 1000.00 towards the replacement with home pros. American home shield will not use another repair company.

American Home Shield is a scam it is misrepresentating itself in order to collect premiums then charging a 125.00 service call only to state it will not cover the repair.

They should be required to repair or replace my hvac. The damage is not due to a power surge or any sort of mishandling or abuse.

Heat went out and I called n requested a tech to come out. When the tech arrived they told me they didn't cover my heating "zoned"system. Called company the tech worked for, explained my contract does say cover "zone" systems. They said they do not work on my type of system. They were kind enough to contact AHS and explained n asked they provided a company that serviced my system. Two days of calling being on hold for over an hour each time, I cannot get a hold of AHS nor have contacted me. I tried again to submit a request online and received an error stating I already have a request for this problem already.

My daughter bought her first home recently. She had a baby Dec 11. The heat went out about a week later. AHS has still not gotten the heat repaired. It's 10 degrees in Clarksville and at least 6 inches of snow on the ground. I saw a commercial on tv lastnight saying how great AHS is...wow! Terrible service. None of the heating companies in Clarksville want to help because thet say they have a hard time getting paid from AHS. I will never recommend this company nor will I evwr accept this as part of a home buying contract.

Yvonne Perry Contract # [protected]
3119 Pebble Trace Dr Houston, TX [protected]

Requested Service for a leaking toilet Friday, 1-5-2018. Sanchez Services Dispatched Monday, 1-8-2018. Arrived about 10:30am. Jaime Carreon took the toilet apart, replaced the fill valve & flapper & stated he would be back in the week to finish. He left debris all over the bathroom floor & in the bathtub.

Tues, 1-9-2018 @ 4:07pm I called Sanchez Services & asked about the status of the repair. Roxanne stated she would call me back. I called AHS @ 4:10pm & was on hold for 50 min. I spoke to Laurie, who told me I needed to give them 24 hours. I explained that it had been 30 hours, without word. She said she called And Roxanne would call me.
Wed, 1-10-18 Left message for Jaime Carreon @ 11:53am
Wed, 1-10-18 Left message for Roxanne @ 11:55am
Wed, 1-10-18 Called AHS, @ 1:57pm spoke to Jalen who stated Sanchez Services was waiting on parts. Requested that Jalen have a supervisor call me about the delay in repair of the toilet.
Wed, 1-10-18 Called Roxanne again for Status of repair. She gave me the number for Mr Sanchez. I immediately called him & was told he didn't have time to talk to me, call his girl.
Wed, 2:53 Roxanne called said we are scheduled @ 10am Thursday.
Wed, 5:48 pm Jaime Carreon called & stated he would be back during the week, he had to pick up the part.
Thurs. 1-11-18 Text message received @ 1:47 stated technician will arrive between 12:00-4:00pm.

Thurs. 1:51pm Jaime Carreon called stated he would arrive in 30 min.
He arrived @ 2:15pm, it was raining @ his shoes were wet. I asked if he had booties to put over his shoes. He said he would go back to his truck to cover the floor. He came back in walking on my white tile with his wet shoes, spreading a cover on the floor, I explained that it wasn't long enough to cover the carpet & tile. He went back to the truck got another cover, spread it out & then put on booties, while asking me, if I wanted him to come back when it wasn't raining. My carpet is very light & my tile is white.
He was rude, unprofessional and condescending. The owner of the company did not bother to listen to My concerns.
I think it is unacceptable for the simple repair of a toilet to take 4 days.
The AHS Supervisor still has not called as of this time.
Also, I am very disappointed that AHS did not attempt to work with me to get this repair done in a timely manner. I am also sorry that I just referred AHS to a family member.

1. Over the New Year weekend, the furnace for our main floor and second floor stopped working. The problem was later identified as a failure of the inducer motor. The house was occupied and the weather was in the teen and twenties. The inside air temp was in the low 40's. Our house manager sought to contact your 24/7 call center. He called more than six times over several days, was kept on hold for over 30 mins each time. Because of the extreme danger of frozen pipes and after trying to contact you as aforesaid, the house manager had a local tradesman fix the problem at a cost of approx. $1, 500, plus the house manager's time. The house manager finally reached you on 1/9/18 and was advised that you would not reimburse for the costs because you had not given prior approval. This is a "catch 22". We would have had to expose our $1 mil+ home to water damage from frozen pipes or bear the burden of emergency repairs. We could have avoided that conundrum had you answered the numerous calls to you, none of which were answered.

2. The exhaust system for our cook top makes an extremely loud grinding noise at all speeds. Our house manager addressed this issue with you when he finally got to you on 1/9/18. He was advised that that noise was not covered because the exhaust is in working order. Your policy covers "malfunctions" and a noise that effectively renders the exhaust unusable would appear to be a "malfunction" by anyone's definition.

3. The motor that operates on of our garage doors also makes a terrible noise. When our house manager reported this "malfunction" he was given the same answer as #2, above.

We would like you to address all of these matters.

BTW, I am currently on hold with you and have been for 58 minutes. I called two other times today, once waiting 30 mins and once 12 mins. In both cases your reps said that your computers were all down and that they could not assist. I do not think that that service level is consistent with a 24/7 promise.

Hot Shot Appliance Service has been to my house now for the 5th time, and the latest on 6-Jan. They have replaced the control panel twice, the motor, transmission, and the outer tub. This last visit was to replace the control panel (for the second time), which now has caused my laundry room to flood (see attached pictures). At this point, the labor and parts have exceed the cost replacing the washer.

I have requested to speak to the manager who has yet to return my call.

I have now had the plumbing contractors come to my home three times, with two days taken off work. Now they inform me that my faucet needs replacing, which is what they stated the first visit. They also looked (ONLY) at the toilet on the first visit, stating someone else would have to come out and remove the toilet to see what the problem was, I thought that was the purpose of the initial visit. On the second visit, they came with NO parts for the faucet, although the office stated the parts had been ordered and were on the truck. They did pull the toilet, and informed me the problems would likely not be covered.They did a little of nothing on the second visit, and informed you all that faucet was fixed, although it was leaking again a few hours after they left. Therefore, replacement was initially denied, until we called you back, after being on hold for 1 hour. They returned the third time, after not receiving a call until they informed us they were around the corner. Again, no parts and an attempted repair, which they themselves stated was not a true fix. Now they say the faucet needs replacing, and NO they did not come to repair the toilet, even though I'd informed them I understood that I would need to pay.

This is only a fraction of the problems, in addition to be on hold with AHS for 1 hour and 20 minutes today, after the recording informed me that I could expect more than a 10 minute wait, but an hour and 10 minutes.

Bottom line, please send a contractor to my home prepared to work and necessary repairs. For the time I've lost from work, I could have paid out of pocket.

Please call asap, faucet still leaking toilet has been pulled and not usable.

Louis Adams [protected] Spouse Tonia Adams [protected]

Bottom line, two days off work

American Home Shield provides numerous phone numbers as contact numbers. I have tried every one of them with the same results. Waiting 1 - 2 hours on hold waiting for an associate each time now for the last few weeks (November - December 2017). I actually had a call from them wanting to renew my contract and asked to please be put through to someone who could help me with my repair - a dishwasher repair. The person transferred me to the same recording where I waited 1 1/2 hours before hanging up. As far as online repair requests, they don't even give you the option for the appliance needed and want to charge your credit card for service before even scheduling anything. I will be contacting every Real Estate person I know who uses this company and warn them of the way they avoid having to honor their contracts. I will also be putting in a complaint with the better business bureau and anyone else I can think of.

I initially called in a service for plumbing on 12/19/17 for slow drainage in both showers, sinks, linkage in hall shower, toilet stoppage in master bathroom & coming up through shower drain. When the first technician came out on Thursday he said he couldn't get through to solve the problem for the drainage & toilet stoppage & AHS would have to send someone else out who had a locator & camera. After he informed me of that I asked him would you at least be able to fix the link in the hall shower & he stated it was not on the order. I informed him that I know I reported it & it should be on there & his response was since it's not on there he can't fix it. I informed him I understand & that it wasn't his fault & I contact AHS & let them know & I would also inform them of needing to send someone else out. While he was loading up I placed a call to AHS & informed them that the leakage I reported didn't get fixed because they didn't include it on the work order. The representative looked in the system & also stated that it wasn't added to the order. I then informed her that I was aware of everything that I reported & I had 3 people in the vehicle with me going out of town that heard the call & also can confirm I reported a leakage. She stated that nothing could be done & I informed her that was not acceptable for me & I want to speak with a supervisor in regards to this matter. She stated that one was not available at the moment but she would get with her supervisor to have the call pulled. I then asked how long would that take & she said I should hear from someone by tomorrow. I informed her that when they have the call pulled I need to be able to listen to the call as well because I know I reported a leakage. I then informed her about needing someone else sent out because the first technician they sent was able to fix the problem & specially what was needed. After informing her of that she then tells me I have to wait until they report the problem couldn't be fixed before it could be assigned to someone else. I then informed her that I don't have time to wait until he makes all his stops then calls in his findings all at one time when I got [censor] coming up through my shower drain & the holiday is approaching. That is another issue for me but thank God the other company had an available appointment for Friday & was able to fix the problem. Due to trying to enjoy my holiday behind all that I called back to follow up on the leakage yesterday on to find out that no one can tell me anything. The representative by the name of Diane in GA told me that she couldn't even figure out who ALE initials belonged to so she was going to have to get a supervisor to find out for her. Then once they find out the initials belong to they will send a message to her to see if her supervisor had the call pulled yet or not. I then asked could you just have your supervisor do it so I can get it resolved because I'm trying to get my bathrooms renovated & she informed me because the other representative put she was going to have the call pulled in the notes that she couldn't request it to be pulled. Then I asked her could I get a call back once she had done what she needed to do & she informed me that she would call me back once she got an answer & she couldn't even give me a time frame for that process. I also informed her that when the call is pulled I wanted to hear the call as well & she informed me that I wouldn't be able to & I would have to have an attorney to request it because that is between me & AHS. I informed her since I am one of the parties I should be able to listen back to the call just like they are unless it's the company's way of getting over on people. I informed her from here on I am documenting everything for my record & they need to do the same if this how they doing business. If this is the kind of service that I will be receiving from AHS in regards to getting things fixed & not including everything on the work order that I reported I will be discontinuing my contract due to poor customer service. I would like a call back in regards to this matter as soon as possible & I can be reached at [protected].

This complaint is against BB Lewis Plumbing Inc.
Dispatch #[protected]
Homeowner: Vella Salazar
Contract #[protected]

I filed an online request with AHS on 12/16/17 because my bathrooms were flooded due to wastewater backup. Jason from BB Lewis arrived on 12/19/17, passed an auger into my outside sewage pipe, told me he could not pass it past a certain point, did not have the equipment to clear the obstruction and had to call AHS to authorize what he suspected was a root. He said that after which he would get back to me. I have yet to hear back from him and it is now 12/26/17.

On 12/21/17, Erica from AHS called saying that BBL had informed her that I needed a root removal, which was not covered by my policy. She said that BBL could do it for $225 and since the wastewater backup was still ongoing, I told her that I would go ahead and pay for the repair. She said she would contact BBL to set up an appointment for that. I waited and waited but no call came from either BBL or AHS so I started calling BBL myself. Unable to get anybody to answer their phone, I left several messages which were not returned either. On 12/21, I called AHS again about my persistent wastewater backup and my inability to contact BBL. They said they would get hold of BBL. After not hearing from either AHS or BBL, I called another plumbing company, PDQ Plumbing, on 12/22/17, to handle what has now become an emergency situation at my house. Fortunately, PDQ was able to send Daniel that same day to take care of the problem. Upon arrival, Daniel passed a hose from his water jetter down my sewer pipe and immediately released the obstruction. He then passed a camera down the tube and showed me the roots that had to be taken out at a later point in time so that the problem would not recur. I paid him $610 to take that emergency service call and I have had no problems with my drainage since then.

As you can see, BBL could have resolved the problem as quickly at its first visit on 12/19/17 if Jason had the appropriate water jetter in his truck and used it at that time. But because this was not the case, I ended up paying you the $75 service fee initially for nothing and an unusually high additional fee of $610 on 12/22/17 because the unresolved problem had escalated into an emergent situation due to an utter lack of timely response to the situation.

I request that AHS reimburse me for part, if not all, of these expenses that I had unnecessarily incurred due to BBL's unprofessional and incompetent services and its lack of responsiveness to my numerous calls and messages. I can furnish you a copy of PDQ's receipt, if necessary.

Sincerely,

Vella Salazar
1919 Fast Fill Avenue
Pflugerville, TX 78660
512/990-1393

They charged me twice for a service guy that visited only once. Called them 5 Times in one month and each time I call them the agents says there is no supervisor and they will get back to me in 48 hours once reach out to the service guy .no callback ever happens, there is no supervisor to talk to me. Today will be my 6th time I am calling them and probably going to cancel my service and will probably not even get my money back but don't have time and can't take this stress anymore. Basically they are scamming the customer and all they want is your money. Don't sign up for the company run from them like run... no kidding run

AHS is a POS .. Been with them for several years .. Very dishonest company .. Real run around when you need an air conditioner replaced. Waited over 2 months and it was summer time. Now, house has been sold .. On hold for over 1/2 hr .. What a damn joke .. I don't know why our US allows these types of businesses to keep ripping people off without doing a damn thing about it. This is America?

My heat pump stopped working and I called for service. The service technicans arrived and danced around the problem by pointing to an electrical problem, but the electrical issue was LIMITED to the heat pump air handler. The circuit breaker on the air handler kept tripping. Something in their had a little burn on it which meant the breaker was protecting me from a house fire. My heat pump is 27 years old. I was told by multiple sources and the electrician that the compressor is failing in the old system and causing unusual wear and tear on the breaker. Replacing the circuit breaker with a new one will only cause a similiar issue with a new circuit breaker.

The technicians circumvented identifying the cause of the problem to avoid providing coverage. This is not the first technician who's done this on other repairs I have had over the last 3 years.
AHS is no longer reputable. You are just taking people's money. I've had THREE contracts and one of them for over 10 years. I've cancelled before, but this is the last straw. I was left with no heat on the coldest day of 2017, with the buck passed.

Our heat pump is out, which I reported on Wed (Acct # [protected]). The
service provider (Total Air Care) tech came out Thus after lunch. He was
very helpful & informative. He told us that the reverser valve was faulty &
needed to be replaced in order to finish the job. This part was at their
warehouse & he stated he didn't anticipate any issues with getting the job
done on Friday as it wasn't that busy currently.

I took the day off work on Friday & called Total Air first thing that
morning. The rep stated they had the part & were waiting on AHS's approval.
I called AHS to see if we could expedite this as temps were going to dip
below freezing this on Sunday. I was told they hadn't received the
transmittal from the service provider & that service providers had a 48
hour window to send this (like I was being unreasonable trying to keep the
ball rolling since cold weather was approaching...).

I emailed Total Air after the frustrating call to AHS to try & keep updated
on the status. They called around lunch and stated that they had the
part but wouldn't have a technician available for the repair today; it
would be Monday. She double checked to see if they could get a tech but
then said no. I was understandably upset & they transferred me to a
supervisor. I asked if there was any way that a tech could come today due
to the weather & she stated they didn't have the part nor a tech. I told
her two different people stated they HAD the part. She said they were
incorrect. She also said the tech mispoke as they were busy. The part was at
the warehouse & would be picked up Monday morning before the repair. I
asked if there was an ‘emergency' status or anything to help us as my mom
is elderly & we have NO HEAT & it's going to be in the 30s on Sunday. Even
the emergency heat doesn't work; it blows COOL air! We also live in an
older, above-grade home so it gets cold! No emergency status, no one seemed to care. Baffling... That's the impression I got from both the AHS rep & from Total Air. No one cares & there's nothing we can do about it…

NOTE *** The tech seemed to care & was being honest as he'd certainly know if they were busy or not! I just discussed the situation with a friend who works for another HVAC company. Apparently service providers put full payment customers ahead of warranty holders as they make more $ on non-warranty jobs. This perfectly explains what happened. If the tech finished our diagnosis on Thus at lunch then NOTHING should have kept them from picking up the part Friday morning & completing the job. The parts are allover Jax, my friend looked this up. So - it appears - we were put on hold merely because we have a warranty...So very comforting especially AHS rates increasing through the years & coverages decreasing...

Our heat pump has been problematic for years & I have asked for
'assistance' from AHS in getting an upgrade especially since I have paid in
THOUSANDS through the years but, again, AHS doesn't care…

My husband & I work hard & try to do the right thing by having a home warranty but knowing that I am nothing but a number without an advocate really hurts. Not one of the extremely emotionless representatives from AHS nor Total Air tried to do anything to help us with our situation! This is
extremely disheartening.

So I took a day off needlessly on Friday & will now have to take off before
lunch tomorrow. I've lost a weekend as I've been doing all I can to try &
keep my mom comfortable as she can't tolerate the cold. Tonight will be the
coldest. I'm a bit befuddled as you'd think a home warranty company
actually cares about its people. After reading numerous negative reviews
this weekend on AHS then maybe we chose the wrong one years ago.

VM from Jacksonville, Fl