American Home Shield

Apr 25th, 2022

Apr 25th, 2022

Apr 25th, 2022

Somewhat like Theresa Mitchell's situation. I submit a ticket for service on 2/9/24 which is a Friday. I received an e-mail letting me know that the service was assigned to Everett Service Company LLC. and that they would call me within 24 hrs. to make an appointment. I didn't expect a call right away and it being Friday would wait until Monday 2/12/24. Monday came and went no call. Tuesday 2/13/24 @ 11:16 am I call Everett Service Co. myself. No one answered I left a voice mail letting them know I am a AHS member, included my name, phone number, and dispatch number. It is now 2/14/24 Wednesday 6:15 am I've not yet received a return call nor a call to set up an appointment. I will be calling AHS during business hours today. But from what I read on Theresa Mitchell's review I'm not feel hopeful that a resolution in my matter will be promptly resolved if at all.
Feb 14th, 2024

My name is Theresa Mitchell - I have been an AHS customer for quite some time now. I wish I could provide a better review, but that will not be the case. In December of 2023, I logged on to my account and placed a service request for our refrigerator to be looked at since all our food was freezing. We were assigned Sears and Appliance as the vendor to look over our situation. The technician, Demetrius came to our home on 12/18/2023 to look at our refrigerator. He expressed what was going on and that he would need to order the parts to fix the concern. At that point he expressed he would be back on 1/5/2024, after the New Year, so that the parts would have time to get here. Well in that waiting period, we received parts from Whirlpool that we assumed were for our refrigerator. When 1/5/2024 came no technician showed up. We did not receive any communication to keep us abreast of status up to the appointment date. I tried to reach out to Sears but was not successful since I was not able to reach anyone that could assist. I reached out to AHS on the same day and spoke one of your representatives to express my concerns and status. The representative stated she would have to see what is going on and would follow up with me. On 1/10/2024 I received a call at work from Shelia who said she was with AHS and following up on our service request. I expressed to Shelia to call my husband since I was at work, and he was at home. When I got home, my husband stated from the conversation he had with Shelia, she stated they were waiting on the report from the technician. It would take 3-5 days. My husband also informed the representative that we received parts at our home for the refrigerator. My husband even said we had an appointment on 1/5/2024 where the technician was supposed to come out. Shelia proceeds to tell my husband she will follow up with us in a couple of days. Mind you we did not hear, receive any communication regarding the follow-up. I then called AHS on 1/19/2024 I spoke to Eliza who stated she would refund our deductible due to the inconvenience we were going through. Eliza said she would talk to management to see what needs to be done. Eliza stated I would receive my refund within 24 hours and that someone would reach out to me to follow up. Eliza indicated they are waiting for the report from the technician to provide the diagnosis and it would take 3-5 days. I expressed to Eliza that is the same information we received from the previous rep we spoke to on 1/10/2024. So here again a delay and nothing is being done. Mind you we are not able to utilize our refrigerator to full capacity since whatever we try to store freezes. We have been limited on what we may store and what we may get because of this inconvenience. We received a call from Shelia who said she was following up to express they are still awaiting the report from the technician. So here again we are still waiting, no refrigerator, and NO refund for our deductible. That was supposed to be refunded from the 1/19/2024 conversation. I then provided dates I spoke to reps from AHS and Shelia had the audacity to state that we did not receive calls on those days because she is the individual who handles calls like this and she sees no documentation. I then stated to her well you must not have very good documentation because she was the rep I spoke to on 1/10/2024. Shelia then became abrasive and customer service at that point went out the window. I even told her that AHS has no problem taken my payment each month but when I need to render services it seems like we have to pull teeth or go all the way around the mulberry bush. Shelia then proceeded to tell me it is my responsibility to pay my contract fee each month. At that point I was floored to know this rep said to me, as a customer, who is trying to get status on our dilemma. Shelia then stated again they are waiting on the report, and it would take 3-5 days, so basically the same written script since no one at this point has any concept of customer service and fixing this matter. Shelia stated she will put in the request for the deductible since she did not see any notes from the 1/19/2024 conversation (unreal) but mind you she stated she did not see any documentation. (what a joke) I told Shelia if I do not hear anything by 1/31/2024 I will be calling them back. On 1/30/2024 I received a call from M at 9:23 PM EST, which is perplexing because who in their right mind calls to follow up on status about matters such as these at that time of night. M tells my husband and I that they are still waiting on the report - at this point we are very upset - M then states this matter has been escalated to management, which I find hard to believe - nothing is being done and we still have no refrigerator. I told M I still have received my deductible refund that was been discussed in the past 2 conversations. M then stated are you sure you did not receive? I check my back account and I do believe I know how to review if a refund has been provided. At this point I am at a loss with the customer service we have received and nonchalant nature of the individuals we have spoken to. M then proceeded he would call me back the next day 1/31/2024 to provide a status since they are still awaiting the report (same spill). On 1/31/2024 we did not receive a call, which did not surprise me at all since no one has followed up as stated. I called AHS today, 2/3/2024 spoke to Wendy who gave me the same answer - at this point I am just beyond myself - nothing is being done - we pay for services so when circumstances present we are able to have those matters taken care of. I expressed to Wendy what is the number to Sears and I will call them myself, with no hesitation, or concern to try to help, escalate, or research Wendy provides the number to Sears 314-788-5960 with our ticket number and to add more salt to the wound she states they are closed and I will not be able to get a hold of anyone until Monday. I am like "REALLY". I do not know if anyone will read this or much less even do anything, but I may attest we will not be with AHS and I will communicate my concerns with the BBB, and those that are looking for a home warranty company - I will not refer AHS. This matter needs to be taken care period.
Feb 3rd, 2024