American Home Shield [AHS] review: Repair of refrigerator/freezer

My name is nataliya coulter. I signed a service plan agreement with ahs this past august. On october 2, 2023, i called in a service request for my refridgerator/freezer, as the internal temperature inside both was fluctuating up and down on a random basis. Our ice was melting in our ice maker. Ahs sent out a contractor with a local company. The technician they sent out seemed nice but lost. In fact, he was so lost and so apathetic about his job, that he visited our home 5 or 6 times over a six-week period and did virtually no diagnosing of what was causing the problem. Over six visits, he spent a total of about 1/2 hour in our home and did nothing, except replace a refridgerator sensor and our ice maker--neither of which has anything to do with temperature fluctuations.

After several complaints to ahs, they finally agreed to send a different company out to diagnose the problem. The second technician made an effort to fix the problem and spent about 3 hours at our home over two visits, but ultimately he left our home stating that he really had no idea what was causing the problem, despite replacing a freezer thermostat and control board. Yet, when we notified his company that the problem was not resolved, he told ahs that there was nothing wrong because he could not find the source of the problem. Absurd. Simply because he coud not find the source of the problem does not mean that the problem does not exist. On the contrary. He knew darn well that he never fixed the problem. He simply gave up. Ahs then sent out the original company again for visit number 9 during week 10 of this nightmare. The third service technician replaced the sensor in the freezer, but, again, after 24 hours it became clear that the problem remained. We spoke with one supervisor and ahs and numerous customer service representative with ahs, and they never acknowledge the problem and never agreed that we should receive a new appliance, even though it had been 10 weeks of failed attempts to fix our fridge. Ahs is scamming us. They will do and say anytihng not to pay a legitimate claim. They simply want to keep us on this merry-go-around of one unsuccessful service call after another. No more. By every reasonable measure. Ahs and their contractors have had ample time and opportunity to fix the problem. We refused any additional visits--a total waste of time.

Now, we will buy our own fridge/freezer, file complaints with the proper authorities in arizona, and take ahs to arbitration. This is the second contract in a row in which ahs has violated the contract/plan agreement. They have shown themselves not to be a reputable company. My husband and i are very disgusted with them and their horrible customer service.

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