American Home Shield [AHS] review: Furnace work not covered and would not allow me to cancel policy

We have been a policy holder with AHS for a year now. We have only had one service request (10/22) since becoming members. We wanted to have a winter furnace service which is covered under our policy. I called to schedule the service and they said a technician would call us to schedule. Almost a month later they couldn't find a technician to work with us so told us to schedule our own technician and they would reimburse us after. We were also told that we could schedule our own technicians for the future and get reimbursed.

Last week our furnace/AC stopped working. Like everyone, it was during a hot streak with very high temps. I called a trusted company to come out and fix the issue. Today (8/30/23) I called AHS to get our reimbursement started. After an hour on the phone, I was told that they would not be able to reimburse me as we didn't get permission to hire our own technician. After stating what I was told in October 2022 about scheduling our own technicians moving forward they told me that there is no evidence of that being stated so they would not reimburse me. This is now 2 separate instances where our warranty did not cover work being done, so I asked to cancel the warranty.

After being put on hold I was finally able to talk to the correct person to cancel our warranty. I was offered a $100 credit to our account, which wouldn't even cover our monthly payment, to keep our warranty. The only way I would continue to be a customer of theirs was if they reimbursed us for the work done. That was not going to happen. I stated again that I would like to cancel the warranty, and was told that I wouldn't be able to since my husband's name is the first on the account. I set up the warranty, I have been the point of contact for the entire year we have had the warranty, and my name is on the contract.

I have never experienced a lack of customer service in my life. They don't listen and there is no reasoning, they don't send technicians out, they don't finish a job. Good luck trying to talk to someone on the phone as well. I had to call 5 different numbers to finally speak to a person. In my opinion their warranties are a complete scam and waste of money. There are better options out there.