American Home Shield [AHS] review: Warranty

Horrible overseas customer service. I have had 100’rds of conversations with there reps, escalation team, and even management of the past 10 months. Most of them did not go well. We have two open contracts that have yet to be resolved. But they are listed as complete, even after dozens of calls to reverse and correct this. I have spoken to the contractors for both issue (and AHS reps), and their response has been unacceptable and they tell me I must open a new ticket for them to come out (including paying another fee). Let me be clear, these contracts/tickets have yet to be completed. 1) pool equipment; 2) Heat and AC and a thermosate with the incorrect model. With both of these open tickets, AHS and the contractors have no accountability, and do not show up for appointments constantly. And the AHS representatives do the same when promising a call back. And even worse AHS has no teeth when enforcing these contractors.

I have tried working with the assigned contractors, as well as the AHS support, but neither result in necessary action and resolution. 10 Months! To date, they are in default of our contract. And since I had no results, I requested using my own contractor. Low and behold, I was told I cannot use an outside vender to complete, and submit an invoice. Seems ridicules considering these contractors cannot or will not perform, and the AHS contractor pool is limited. So, I had no choice but to use an outside contractor to perform the pool fixes, and have paid the invoice out of my own pocket.

And even worse, I have a number of other repairs that I would like addressed, but I cannot go down this path until the previous fix orders are completed and or resolved.

I continue to request someone outside of AHS support & escalation, preferably in management who has authority to fix this issue. They either refuse to call me back, or call me late in the evening...and even on national holidays (I will not take calls on holidays or late in the evenings). So I have paused all of my payments until such time as they reimburse me for my out of pocket expenses and resolve all remaining issues. Since I have paused my payments, I have received a dozen calls for payment from them. Imagine if they put this kind of effort into client advocacy with getting things done for their clients.

This goes beyond common sense and again is nothing more than a clear BREACH OF CONTRACT and BREACH of EXPRESS WARRANTY!

Do not trust or waste your time with this company as they will cause you grief beyond belief!