ERIN H.

Utterly abysmal customer service and communication. The WORST customer service experience I've ever had. AHS is a complete nightmare to deal with.

I put in a claim for an Air Conditioning service call on June 15 (Contract #*******). It's now August 5, and I still have no idea when I can expect a fix. I've already paid $350 out of pocket. Neither me nor the local HVAC company (which American Home Shield assigned) can even verify whether AHS has ordered the part we need. There's no way to contact anyone except by calling AHS's Customer Service line. But their Customer Service reps can't speak to any other departments, can't transfer calls, and can't escalate calls to any sort of supervisor. (Many many reps have told me that, so it's not just a one-off.) There's no feedback or complaints line. I've tried emailing every address I can find, Tweeting, and sending messages on Facebook. Nothing works.

It's been a nightmare from the start. I'm in Southern Georgia and it's HOT. I'm also disabled and heat makes my issues much worse.

First, AHS did not contact the HVAC company when there was an issue with the tech's paperwork. Took a week of me calling to determine the problem. After receiving the right paperwork, AHS delayed ordering the part for another week. No idea why. After many more phone calls from me and from the HVAC company, AHS finally ordered a part that took 3 weeks to arrive.

As it turns out, AHS ordered THE WRONG part. The HVAC company checked their paperwork—it was definitely AHS's mistake. AHS took another week to respond to the HVAC company again. And the HVAC company had to resubmit all of the paperwork again. Another week-long wait for authorization.

AHS finally authorized the second order for the right part (supposedly, but who knows at this point.) They said the HVAC company would get an email confirming the part was ordered, with an ETA.

The email never arrived. It's been 2 weeks since then. Now we're stuck in limbo. When the HVAC company calls AHS for an update, there's a 3 hour hold time for the dept they need to talk to (Purchasing). No other dept can update them, or even check to see if the part has been ordered.

When I call Customer Service for an update, they say they don't have any information since the very first technician diagnosis visit—2 months ago. According to the CS rep, if Customer Service wants to talk to Purchasing to get an update, they have to wait on hold for 3 hours too.

At this point I'd be willing to wait the 3 hours myself, but as a lowly customer, I can't get the phone number for that dept.

They've also outright lied to me. On my last call, the rep put me on hold so they could call the HVAC company. Claimed they'd given the HVAC rep a new phone number to use, to avoid the 3 hour wait. I immediately called the HVAC company to confirm—total lie. They'd told the HVAC company to call Purchasing and sit on hold for 3 hours.

Utter nightmare. We've had the warranty for 4 years and this is my first claim. My family members hold several AHS policies. As soon as I can get my money back or get this issue fixed, we'll be canceling them all. Totally pointless if this is what it takes to actually USE the service we've been paying for for 4 years.

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