American Home Shield [AHS]

American home Shied(AHS) contracted CAL_Home Construction (CHC)to replace my AHS covered water heater CHC added several extra charges for addition parts to the water heater my contract says
COVERED ;
Components and parts of coventional water heaters(and their tanks) Components and pars of tankless water heaters (and their tanks) Water heater circulating pumps Malfuctions due to normal wear and tear Expansion tanks CHC added an expansion tank $290. gasline modification(new flexable gas line lowes $24.93) $205. drain modification (used my same copper pipe) $120. modified flue (tin flue $13.00 Lowes) $140. Ive been with AHS abuot 20 years,but not renew again

I have requested a breakdown of what is covered and what is not covered. I have spoken to manager in customer service who assured I would get a copy emailed and hard copy mailed to me with breakdown of cost for repair and what is covered, but nothing--WHY?

Dispatch: #[protected]

Requested: 08/22/23

Status

Estimate: Partially Approved

Air Conditioning (Central-Electric)

A/C (Central-Electric)

Service Pro

HEATING & AIR CONDITIONING SERVICE EXPER

[protected]

Service Appointment

Friday, August 25th, 2023

I have not had a refrigerator since [protected], I have had 5 service tech sent out and they couldn’t be repaired by their company.. Please Please call me.. I have been using a ice chest since September and now this is [protected] going on 5 months. No Service 1. AT Appliance came out and refused to service, left refrigerator in the floor 2. Northpole Tech thru paper at me because I told him I had to read first before signing 3. Appliance Worx Came out and couldn’t service. 4. AP Appliance contacted, 5 GE APPLIANCES contacted and no work ordered was submitted

I submitted a request to AHS to fix a pipe and kitchen faucet leak on 4/25. I did not get a call back from the plumber after an initial message conversation on 4/25 where the plumber told me to chose a new faucet. I messaged the plumber on again on 4/27, 5/11 and 5/24 to confirm he would be coming to fix my issue. There was no response. On 5/31 I called AHS customer service to ask about getting a different plumber. I was told the field rep would contact the plumber then get back to me in 48 hours. There was no response. Then I received an email with a simple message saying this request cannot be processed. No follow up. I called AHS on 6/8 to find out what the progress was on my requests. The customer service agent was not aware of any of the previous agent's work and we started from the beginning again. They said they would have to verify with their 'escalation' agents that the plumber was not available. I would receive a call back with in 48 hours. No response was received after waiting a week. I did receive calls to renew my contract but no call to fix my outstanding requests. I called AHS on 6/13 to check on progress. they had no new information or notations from my previous calls.

This is without a doubt the WORST company I have ever even attempted to conduct business with. We received this "warranty" when we bought the home due to its age and for our peace of mind from the seller. We have had leaking pipes in our utility room for 1 MONTH now because of their terrible service. The initial contractor they appointed put us on his "emergency list" and we never heard back. I gave it about 2 weeks, called back and received an out of service vendor approval. I did the leg work, found one who determined the leaks were because of the worn out pressure gauge from our well, and provided him with the authorization and instructions. Now, said contractor submitted his bid and information as per AHS requirements and they denied it due to "coverage not provided." When I called to find out why, they said the "worn out pressure gauge" did not qualify as "normal wear and tear." So our contractor called back (because home owners are "not allowed to speak to anyone other than scripted agents") and then they denied it due to cost. We called back and received the same scripted crap until they finally agreed to transfer us to an "escalation team" who told us the same few lines that they now need a second opinion. Guess who they approved? The same initial guy who never called before and prompted this ENTIRE FIASCO!

Now we must "follow their protocol" and give this other company 48 hours to contact us, and if they don't we have to call back so they "may further assist us." When asked what to expect with the "further assistance," we were told they "cannot disclose that information and to please contact them in 48 hours for further assistance." When we told them that they will be responsible for any further damage caused by this leak, they said "we do not cover secondary damage."

We were told everything from the diagnosis was worded incorrectly, to our vendor needs to just call authorizations to correct it, to it's too expensive, to we can't help you please call back. My favorite, however, was that they "don't cover existing issues." I'm sorry, isn't the whole point of a home warranty company to fix issues within homes? Or is it just new builds? The fact that your contact options are either chat bots that likely aren't even monitored or very poorly trained "customer service" reps via telephone tells me that they get more complaints than service requests.

wrongly charged for a service request. When AHS failed and couldn't remedy my problem, they told me it would take 3 weeks for a technician to visit my new home to check the refrigerator. IN the time between 8 calls were made and could not be connected to a supervisor. Now I am calling asking to speak to a manager. I have called 5 times in the last 2 days and have completely failed. They have stated 3 times that a supervisor would return a call within an hour and they have failed. One night I was on the phone after 10pm trying to work out an option. I have since purchased a new fridge. The cost to fix the 10 yr old fridge was almost half. Since nobody called me back I took matters into my own hands and did the right thing. I have since been charged with a service call for $75 which never happened. I had a neighborhood service rep provide a quote for the repair and the 4 hrs it took him to fix.