11/4/2018: Finally, Mariah D from AHS reached out to me. She said that she couldn't refund any portion of the premium paid but would look into reimbursing me for the service fees overcharged by AHS and the amount paid to a vendor we had to hire to fix the problem. She claimed that our repair was not covered.
I thought I asked simple enough questions, but I guess not:
Oct 31 at 5:48 PM
The initial service cost paid to American Home Shield.
Sent: Wednesday, October 31, 2018 5:31:42 PM
To: D., Mariah
What does that mean? How much will you refund? Where in the contract does it mention circuit breakers?
Bottom Line: No, I would not recommend this to a friend
5 people found it helpfulLink to this Review
I provided details on my experience, the company's social media expert asked for more information (I don't know why social media either, I don't have a problem with their website, Facebook, etc., it's their actual service that's an issue).
Anyway, we had a pool electric issue, the guy came out, fixed a portion of the problem and said he needed a light for some of it and we needed a regular electrical guy to fix the rest of it, and we had to put it another service request. He would be back in a week for the light. I found out that the pool light wasn't covered, which is fine, we would just pay the guy.
A week later, the pool guy shows up, asks us what he was supposed to do as it wasn't written down, we tell him pool light, and he says they don't replace pool lights. Did he not know that a week earlier? In the meantime, we put a service request in for the electrical issues. An electrician came out, said he didn't have the part needed and would come back (why would a company waste a service call and not reach out to the homeowner is beyond me). Also, AHS' website doesn't allow for comments about the issue, only to request a specific trade (plumbing, electrical, etc.).
Days later no electrician came back or called, AND AHS charged us for the deductible for work not even started. We ended up getting a more reputable vendor as it was the only way to get the work done. Really, I'm not making this up! Now the dishwasher isn't working, which we think is related to the electrical issue that happened weeks ago. We are afraid to request service through AHS Warranty for fear of more deductible charges for work not completed and more unresolved issues. Honestly, I have never had to use a home warranty service so much on any home I've purchased, but sometimes you need to.
At this point, it would be best to get a full refund of all deductible amounts paid and the premium fee and be done with all these issues. All companies will have customer service issues, what separates good companies from bad ones is how they handle the issues. I'll keep you posted as to what happens next. AHS, please respond with a name and number of a manager that can handle this. I don't have the patience to deal with their customer service reps any longer (see previous reviews on that issue).