Toni Collins Percival
CaliforniaMember since August 2017

Reviews (1)

    • Aug 17, 2017
    • Verified Reviewer

    American Home Shield

    Awful service

    Overall Experience:

    I reported that my nearly new front loading washer was no longer rotating. At first, all was well and I was scheduled immediately with a contractor. But this is also when the problems began. This particular contractor had come to repair my refrigerator over a year ago. They had me unplug the unit to defrost the freezer. The technician merely replied the unit but claimed he had performed a repair. I requested a detailed invoice of the work performed but never received one after both the contractor and American Home Shield gave me the runaround. When the unit failed shortly thereafter, American Home Shield wanted another deductible even though it was never repaired the first time.

    Now, they are dispatching the same horrid company. The first appointment? A no-call/no-show. I attempted to call the appliance company but could only leave messages for days. American Home Shield even attempted but could not reach them. American Home Shield sent them an email notice, and I had to wait 24-48 hours to allow a "fair" amount of time for them to call. 72 hours later, the contractor dispatch said he has had these complaints before and apologized and set-up another appointment. This tech came, and in less than 20 minutes after arrival determined he needed a second opinion but was sure it was the bearings.

    He left, and now the waiting begins again, no call to schedule. Finally, after asking American Home Shield to intervene again, the seasoned tech comes and in minutes without any mechanical observation tells us the two-year-old unit is irreparable and no parts are available, so American Home Shield will contact us about a replacement.

    Days later, with no contact from American Home Shield, I call AGAIN, and now get a report that the contractor ran diagnostics, and due to customer overload, the machine has been damaged, therefore making me ineligible for repair or replacement. What?! When the new front loaders sense that the load is heavy, like too many towels, it alarms, you unload it, and then the machine carries on. I have owned front loaders for over a decade, and I'm well versed on loading the machine.

    So this incompetent company submits this ridiculous report and when I request a second opinion, now they sending Sears! Sears? Sears was an option, but they sent incompetent creeps to my house when I requested they not return? The matter is not resolved, and I will now wait another six days to get an answer. This process is horrible. I highly recommend you get the extended warranty from the individual appliance vendor or manufacturer.

    Bottom Line: No, I would not recommend this to a friend

    4 people found it helpful

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