My experience using American Home Shield has been horrible. I will not recommend them for any services for them addressing any issues with their contractors. I'm not pleased with them overall. Right now, I have an issue with the refrigerator. They connected me with a contractor. The second visit that the contractor came out, I told them that I wasn't pleased with the services of the contractor and requested another company. They told me that I couldn't get another company because they needed to go out and do whatever and complete their job.
That contractor came out two additional times and was not able to fix my appliance and the communication that he gave me was something totally different than American Home Shield. That contractor put in a request to get another company to come out and take a second look at it. The new company had to come out twice in order to fix it. I was without a refrigerator for three weeks. There was no type of, "Hey, let me see what I can do for you. Can we compensate you for anything?" The contractor wasn't replying to their emails and wasn't returning their phone calls. They weren't returning my phone calls. Every time I would call in, they would say, "Oh, well, we have to follow back up and contact them again and wait for their response." They are waiting on a response, but I'm without a main appliance that I need in my house that's essential.
Every time I will escalate it, it will be the same process over and over. By the fourth time the contractor had come out, there should have been some resolution of, "Okay, they're not responding, they're not answering. Let me make sure you're taken care of as a customer." I had to take off work and shift things around because their hours were a little bit different. The technicians did work on weekends, but no one was in the office to return any phone calls or respond. So it was me contacting American Home Shield versus them keeping in contact with me and saying, "Hey, this is what's going on. This is how we're working through this."
When it was time for me to renew my contract, which was the end of August, I told them that I didn't wanna renew my contract. At that point, they were trying to keep a customer. They can offer me $100 off of service or an incentive to stay committed with them, but they can't help me in the middle of a process where I don't have a appliance. Yesterday, the second technician came out, and he was able to get my refrigerator back running. We have a 30-day window just to make sure that everything works properly, but I did cancel my contract with AHS. I've made numerous complaints against that other contractor that the customer service is bad and their follow up is bad, but they continue to do work with them. They need to hold them accountable and not the customer. Their customer service reps did answer, but there was no resolution, and then sometimes there was a language barrier.
They cover my issue, but they're not working in a timely fashion. Also, the prices have increased, but there are no extra incentives or anything extra. So whenever I'm paying monthly for the plan, I have to pay additionally to put in a service request. So each time I have to have someone come out, it's $100. At first, I was paying 40-something, then it went up to 50-something, then it went up to 65, but this next go-around to renew the contract, it was $100, plus there is still $100 for them to come back out. I don't understand why I'm paying $100 monthly to have them as a service, and then when I need to utilize it, I still have to pay another $100.