American Home Shield [AHS] review: Dispatch: #[protected]

American Home Shield's mission statement is "To empower homeowners to feel confident and in control of their home. We want to help you keep your home running smoothly, all the time. We aren't insurance. We provide plans for people with home systems and appliances they'd like to keep in working order, regardless of their age or condition."

The mission statement mentioned above did not come to fruition.

Dear Sirs,

My Name is Phillip Lacy and I live at 2221 Rosedale St in Houston Texas. I am reaching out to you concerning my most recent service request by an HVAC contractor that was assigned to repair my air conditioner by AHS.

First let me say that this was not the 1st time that I had this HVAC contractor who was assigned, and it was not a pleasant experience. However, at that time I was able to work thru our differences and get my AC repaired.

Let’s fast forward to my most recent service request on August 8, 2023. My upstairs AC unit stopped cooling as it should and I called for service with AHS and got the same AHS contractor. After they came out I was informed by the technician that I had a leaking coil that needed replacing.

The tech also told me that my other option would be to replace the entire unit for $4,897 with 1/2 down and 12 months of financing to pay the difference. I thought that was odd and not acting on AHS recommendation as well as a form of solicitation, and it was quoted separately.

After a few days, AHS emailed me and stated that my out-of-pocket cost would be $1766 and I would be conducting business solely with the contractor.

This is where it gets interesting, I questioned the chargers with AHS and got nowhere. They gave me a list of the charges and stated that none of these charges would be covered. They told me that I would have to contact the contractor. Well, I tried to contact the contractor and they would not return my call or AHS from what I was told. My other option would be to cash out the repair and find my contractor. Once I excepted the charges the contractor's phone steam to start working and my calls were now answered.

I feel that some of the contractor's charges were unjustified and they completely took advantage of me and my family due to the heat. Those charges are as follows:

1. Modified ductwork $400, no materials were brought to the job sight and the helper simply made cuts in my existing ductwork and used an insulation adhesive to seal around the new coil.

2. $198 for a permit from the city of Houston. No representative from Houston Public Works ever showed up to inspect the work. And after checking with the city of Houston, a permit is needed before the start of any work requiring a permit.

3. $300 for a drain pan. The part is less than $100 and the contractor charged me triple.

4. Installers arrived in an unmarked truck with no trade license or company name on the vehicle. That is shady as hell.

5. $58 per lb for R410 Freon and no one could tell me how much was needed and I asked several times. I was told that I would have to call the office. They just changed me $870 and it was like that should cover it?

I have been a good long-standing customer of AHS, and on this repair request, I got the feeling that nobody did their due diligence with AHS to look into my complaint and AHS was complicit with this unscrupulous contractor who took advantage of me. All because they felt that I have no bases to question or complain about the price.

I'm sorry but you guys get an “F” for not stepping up or following up and helping preserve the integrity of the service process.

In Houston, it’s over 100 degrees and the perfect storm to price gouge on AC repairs. I feel that AHS has done nothing to prevent or protect its customer from would-be predators in regard to HVAC contractors.

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