American Home Shield Reviews

I purchased my home in September 2018 and had NOTHING but problems with my refrigerator. I have spoke to AHS several times and even went as far to talking to supervisor. The appliance company has been out to my home 9 times and every time it is a different issue. AHS is saying that the appliance company has to tell them the the refrigerator is not fixable before they will replace it. I told AHS as a company they should be able to tell by the 9 notations of trying to fix it AHS should no its not fixable! Also, not to say the time and money that is cost me to be off work and on the phone to try and get this resolved! Also, to mention the loss of food and NO ice that I have purchased. I DON'T RECOMMEND THIS COMPANY AT ALL! I feel that AHS is just trying to buy time and half way fix the refrigerator until my warranty is up and then I will be stuck buying a new one. Very poor customer service! They should take better care of their customers than this!

Summary version: We got near the end of our warranty, so AHS strung us out and left us high and dry to avoid having to pay to fix the HVAC. Do not trust or us this company. My wife and I purchased our house in May of 2018, and we got a year's worth of warranty when we bought it. Our HVAC needed servicing in early May of this year, so American Home Shield sent out a tech from some company to fix the problem. He failed. We called around a week before our warranty expired to set up a service to fix it, and we received confirmation that even though the service would be after the warranty expired, it would be covered by the warranty. The technician arrived, made a recommendation, and said that someone would be calling to schedule repairs. A week went by. We brought home our twin sons from the hospital to a house without functioning AC in May in Alabama. When we would call AHS to check the status, they would say they were waiting on the repair company. When we called the repair company, they said they were waiting on AHS. After a week of calling, we finally got someone to say they would come out 5 days from now, even though the AC still wasn't working and our roof was dripping. I called AHS to complain and was put on hold THREE times. Each time, after waiting for 15 minutes, I was disconnected. This is a shameless and dishonest company that you should not trust with your home.

I'm not going to write a dissertation of my 6 months of nightmare with this company. BUT, I AM going to list for you the violations and abuses to which I have been exposed (in addition to the omnipresent 30 to 45 minute hold to speak to a human being at the company). To wit: They say in the first line of the contract under "Coverage Overview" that "Coverage under this contract includes ... malfunctions .. which occur ... insufficient maintenance, rust, corrosion or sediment." BUT, when you file a claim for lack of water pressure due corrosion and sediment in the pipes, they say "We don't cover problems caused by low water pressure" and "It's not covered if there isn't a leak." In response to a call regarding the lack of water flow in the bathrooms and kitchen, they sent out a rude, incompetent contractor who broke my expensive vintage chrome gooseneck faucets with porcelain handles and separate sprayers. AHS tried to replace them with $5 cheap garbage flat faucets with plastic knobs and no sprayer. It took nearly TWO months to get THAT mess corrected and get proper replacements for my faucets - which, by the way didn't fix the problem (see the first item above). The same incompetent contractors, in order to replace the faucets, turned off my water at the main. Even AFTER I explained in GREAT detail about NOT turning it back on without disabling the sprinkler system because the sudden pressure would damage the system, they ignored me and blew my entire sprinkler system to the tune of $3,500 in repair costs and another $325 in lost water because I was at work and didn't see the problem until I came home to knee deep water in my yard. OH - neither the contractor nor AHS will take responsibility for the damage. They sent the same incompetent contractors (after multiple complaints about them) to fix a broken sewer pipe. They did such a slip shod job that now, 6 weeks later, I'm having to pay again to have the pipes fixed. I have refused to allow the previous contractors in my home. I have a new company working on them. The SAME incompetent contractors also manhandled my LG All In One Washer/Dryer unit which ceased working as soon as they roughly shoved it across the floor and I now have to have repairs done on that. AHS sent someone out who didn't even recognize the machine when he had just put his phone on it!! So far its cost me $135, but it's not fixed and it's been a month. Again, they both refuse to take responsibility.. Finally, after months of haggling with the company, I had my attorney write them a letter about the plumbing and about my LG Washer damage. AHS responded with a not-very-polite "we don't want your business". My LG washer is still broken because I can't afford to get it repaired and my new warranty company won't cover prior damage. So much for 'Home Warranty'. I will be filing a complaint with the state insurance board. There are simply too many options now to put up with this total lack of service and refusal to perform on the terms of a signed contract.

AWFUL AWFUL AWFUL! My AC went out April 11th, 2019 and it’s now May 30th and it’s STILL not fixed. Contractor no showed the first appointment and didn’t call/text/email. When he finally showed up, it was in a beat up, unmarked truck - no signage, no business cards, etc. He had to order parts to fix the problem and once the problem was “fixed,” our AC stopped working again two days later. After putting in another request, and getting no-showed two more times, he finally showed back up May 3rd to tell me my compressor was shot. When I asked him why he didn’t call me after I waited around for 4 hours, his response was “I knew you’d call AHS.” Are you serious?!?! Great customer service! Then he proceeded to wait until May 14th to tell AHS that I needed a new compressor! In those two weeks we received no communication from the contractor or AHS, and each party blamed each other. In between all of this I called AHS and asked to speak to a supervisor and all I got was transferred to the Phillipines (after the US sales rep told me she was transferring me to GA customer service). Contractor finally showed up to install new compressor on May 26th. On May 28th our air stopped working AGAIN. We called the owner of the heating an air company and they said they would have the tech call us to schedule an appt. Two days later, nothing. So I reached out to the contractor and he told me he would be arriving on May 30th (today) between 4-8pm. Well, of course he didn’t show, didn’t call, didn’t text, etc. I’ve tried customer service again only to get put on hold on the “supervisor line.” I can’t speak to anyone in the US, AHS has refused to refund my $75, and is telling me I can’t switch contractors because the current company already worked on the problem. We are literally desperate. We have two children trying to sleep in temps of 85-90 degrees and can’t get help from anyone. I’ve tried being nice, I’ve tried yelling, and nothing gets done. This is by far the WORST company I’ve ever worked with. I hate wasting my time with bad reviews but we had to post something somewhere in hopes someone at AHS will see it and call us. Scott Zannini

I’ve been a member for almost 3 years and have been dealing with an issue with American Home Shield for over a year. I called American Home Shield (6) times within a year for the same issue with my A/C unit and was told I would have to wait to get the diagnosis from the contractor when they came out every time. When i called to find out what diagnosis AHS had received they said they haven’t gotten anything from the company and have been calling them and calling them to no avail (LIES). Contacted both companies after getting off the phone this afternoon and was able to get the notes/recommendations/service information from the contractors who came to service my A/C unit. When I called AHS back to find out why this unit has been replaced, because I have called multiple times about it I was told it is my fault as the owner and I should follow up with my tenants to find out what the recommendation was. Isn’t it AHS policy to receive the diagnosis/issue and to send someone to repair it? If it is, and you claim the company who you sent out hasn’t provided you any information (which should be policy for AHS) with anything, why would you send them out again to “put a bandaid” on the A/C unit and not repair it? Because if they repaired it, I wouldn’t have had to call 5 different times throughout the year for the same issue. I have wanted my A/C unit to be repaired since August of 2018 and keep getting the run around about getting a diagnosis. This is not how you treat customers and is completely unsatisfactory

I am saddened by this companies treatment as I have been a customer with them for over 15 years. I had a refrigerator that was broken. They first kept sending out a repair guy to piece it back together, but it kept breaking. After several calls and complaints, and writing a review, they finally agreed to replace the refrigerator. Here is the email From AHS:I will allow up to $1565.00 for reimbursement. I will follow up with you 3/15/19 to see if you have found anything. Thanks. The frig was purchased March 16, 2019, and as of today I still have not been reimbursed for the refrigerator. It took them months to send a check, so when I called several times inquiring about the payment, I kept getting the "it is coming". I also emailed the person who reached out to me after my written complaint and she ignored my emails. After several more calls and months later, and speaking to a supervisor, they indicated they would stop payment on the check and reissue another one. That afternoon a check arrived. I called back informed the representative that the check did come, and should I cash it or wait since they were going to stop payment on the check. I was informed the process had not begun so I was free to cash the check. Great! so I go to the bank and make the deposit, only to get notice a week later that my deposit from AHS was stopped. So now I have incurred bank charges. Not only have I incurred bank charges I am also being charged interest on my card for the unpaid amount on my card due to the purchase of the new refrigerator. I am retired and on a fixed income. I can not afford these extra charges American Home Shield has placed upon me. I am saddened by the treatment they have provided for a long time customer. I have been dealing with my issue with American Home Shield since August 2018 and as of today (May 2019) my issue still has not been resolved. I warn you not to deal with this company because of their poor customer service and service overall.

This has got to be the worst customer service there is. On April 22nd we called that our AC was out, on the 23rd a tech came out, he advised us that the motor in the attic has burned out and it would take 3-5 days for the part to come in, on the 3rd day my wife called for a follow up, they had no diagnostic report from the AC tech the rep promised to follow up and it would take 48-72 hrs to get a reply, I called back three days later, I had to go through the entire issue from day one, seem there was no updated notes from our previous call, I asked to speak to a supervisor none was available, called back the next day for an update again I was asked to go over the entire issue asked for a supervisor again non available, I called a random number within the company and advised to call back customer service and and ask they send a request to their authorization department to request another AC company be sent out, called back the next day again had to tell the entire issue, but I got no positive response, ask for a supervisor finally got one, talk about a fumbling bumbling conversation, so I asked can you expedite my request because it’s now over two full week, I could not believe the supp response. No I Can’t Do That, but I’ll call you back, that never happened, made more random calls gat the number to the Authorization Department, spoke to a rep who sounded so concerned and sympathetic promised to push my request through and will call me back by end of day, glad I didn’t hold my breath, on May 10 one of my Church members who is a certified AC tech came and replaced the part, he only charged for the cost, on May 14 I sent an email requesting reimbursement, got an auto reply mail, we received your email, it will be read in the order it was received. Don’t ask me why but I call yesterday the 29th to see if I can get some assistance same result the rep couldn’t help transferred me to where I got disconnected. Bottom line this started on April 22nd here it is May 29th and I have not heard from anyone at American Home Shield

Well today is 2 days past Memorial Day 2019. Our basement pipe started leaking in February 2019 and we are still waiting to have it fixed. We're going to be entering month 5. We have to go down in the basement and shut off the water every time we leave the house because we don't know if our Band-Aid to hold the pipe will hold till we get home each and every day.. We have to shut off the main water when we go to bed.incase it blows our temporary fix during the night. It's a leak in the mail pipe coming into house. We have conservatively spent 6 hours on the phone trying to get help. Being tossed from one to another , some you can't even understand their accents. . we have had 4 plumbers in here looking at it. 😭. We are screwed so far with this company.

I requested service for my oven and a sear’s service specialist was sent to my home. He informed me the oven was beyond repair and needed to be replaced. I have waited for well over a month and called at least a dozen times only to be given the run around each time. Every time I was told in 24 hours a decision would be made and of course it was not. No effort was made to reach me even though I was promised a call back from a supervisor each time I asked. There appears to be disconnect between the obviously foreign outsourced customer service and the company. I am frustrated and feel somewhat powerless in the face of this company’s clear violation of their contract. I feel my only option may be litigation.

My AC stated leaking water on 5/1/2019 and reported on next day. Appointments were scheduled and cancelled by 2-3 vendors after repeated phone calls. Finally a vendor came a week after and checked it and said evaporator coil is leaking and need to replace along filling 2-3 lbs of Freon 410. AHS sent another contractor almost a week later for 2nd opinion, confirmed the same thing. POOR COORDINATION between AHS and Contractors, **** I had to contact AHS and Contractors at least 20-25 times by this time. **** Customer support doesn't understand anything and when asked to forward to supervisor or someone in USA (not to disrespect them), nothing works, just hitting the wall. Finally they have me the quote of $765 for Freon refill of 7 LBS after $10 covered by AHS. I explained AHS it requires only 2-3 lbs per what Vendor (Carolina Air INC) but story changed to 7 lbs and @ 119/lb, this is double than what I could get it done by individual contractors. I told AHS, I will get the Evap coil done by vendor (Carolina Air Inc) and get the freon filled by someone else on my own expenses. AHS refused and they also gave me the cash offer with tonnes of restrictions. I finally went with AHS's vendor by paying $765 and $110 for service fees. This tells, they jack-up the price for freon and no choice for customer for freon and win-win between AHS and Venodor, per my understanding. Another big problem is it's totally different brand, my system is Carrier, they did put dirt cheap Goodman's Evap Coil, in Amazon it's $365. With this combination, I could get the work done for less than $1000, why should I use the home warranty company? Major issues: 1) customer service is horrible, total 20-30 calls I had to make, poor answers 2) Almost a month to complete the work (except 1 extra day I took to decide whether to go with AHS or cash out option). If I haven't called, it could have taken another week or more. 3) Jack-up of freon cost compare to other vendors $49-69/lb vs $119/lb and not letting the option to split (even I want to pay from my own pocket) 4) Cash out option is on the fence, time it takes to process and also if they really refund the money based on "determination" of the work done by external contractor. 5) Vendor wants to fill 7 lbs of Freon, though only 2-3 lbs needed and AHS supported the Vendor and didn't want to comment on that. That's colluded in my opinion. 6) With AHS, my out of pocket is $875, if I get it done by myself, less than $1000 with better parts. and... deserves ZERO stars.

My air conditoner has been broke for over 3 weeks now. The contractor that AHS sent to my house was very unprofessional and unprepared. He kept complaining saying his boss is tired of not getting paid. On the invoice he wrote something so far fetched that I refused to sign it. He stated that he has to write what his boss tells him to. I called AHS and they called the contractor to have a "supervisor" sent out. The "supervisor" wanted to take the part that needed to be replaced with him for comparison. I called AHS because I felt uncomfortable doing that. AHS advised me not to allow him to take the parts with him. It took the contractor weeks to call back only to say they cant find the part and I would have to pay out of pocket for a new air handler. My child has been sick, it's been hot, so I thought I would just deal with the leak in my sons room temporarily. I tried to turn my air conditioner on and now it doesnt even blow air at all. So over 3 weeks mulitiple phone calls, repeating my story sometimes 3 or 4 times a day still without air conditioning.

They are very helpful when they are enrolling you for the service- Of course! But where it breaks down is when you need help- go figure! They are blissfully happy when you're sending in your payments in good faith, but when a claim is made the whole thing starts breaking down. I would never outright hire the maggots and malcontents that have signed up as "licensed contractors" one the company's list of approved repair shops. These knuckle dragging, low IQ dropouts can barely fog a mirror much less diagnose and repair today's HVAC systems. The bottom line is save your money, quit giving it to companies that will bleed you dry while professing to "have your back"

American Home Shield Review We came into our contract with American Home Shield with the purchase of our home in 2016. It was added as a stipulation due to the age of the AC on the property and the age of the property itself. For the first year we didn’t end up having to use the service. So we allowed it to renew. Which ended up being a major mistake on our part. Our first service call was a couple months into the new contract. I turned the water off in my shower, and the knob came off in my hand. Because as mentioned, the property is old. They were cheerful and helpful while they scheduled us with a contractor. The contractor was cheerful and helpful while they scheduled our visit. I was charged $75. The contractor they sent was a nice and friendly gentleman, who was physically unable to do his job. He and I worked around it and I did a lot of running up and down my stairs that day turning the water off and on. He assured me he’d be back as soon as the warranty company approved the part he needed. I waited. AHS called and informed me that my shower had broken not due to age, but do to the excessive force I put on it. What? I legitimately just tried to turn off the water. I asked the lady on the phone what it was that they were going to cover if they wanted to ignore the fact that these things were old. She actually chuckled and told me if I wanted things fixed I should have turned them in during the first year of my contract. I frustratedly talked with her about the fact that the faucet on the front porch had started leaking. She finally agreed to send the contractor back out to fix that without charging me another $75. The contractor proceeded to call me and let me know he was looking for the parts to fix the shower out of his own pocket and he would bring them with him and do the work for free when he returned to fix the outside faucet. The outside faucet was repaired. The shower never was because that part wasn’t available and it needed more work to bring it up to a modern standard. But I decided they had fixed something. They had worked with me on the service fee. I’d continue the contract. Then this winter during a brisk freeze the heater died. I turned it in and called to see what timeframe we were looking at. The lady who answered the phone was rude from the second she answered the phone. She basically told us it didn’t matter that we were freezing, our kids were freezing, and potentially our pipes would be freezing. She did however make sure I understood that if my pipes froze they would not be covering that. She finally acquiesced to put a rush on the order. We spent a couple days huddled around space heaters. AHS charged us $75. The contractor contacted us and came to our rescue. He was amazing. He got our heater up and running. He spent awhile talking to my husband, who had just returned from Afghanistan. He ended up giving the AC a look over and telling my husband that if we called in the AC come spring and had him sent out he would have it condemned because it was outdated, antiquated, and not worth trying to work on. I was extremely happy. Fast forward to late spring. The AC starts leaking. Here we go. I turned it in. The same contractor company called. I requested the same tech. They agreed. AHS charged me $75. During the wait the AC quits cooling at all. The day of our appointment came. Our appointment time came and went. 3 hours late a subcontractor showed up. He looked at the unit. Decided the inside unit needed a coil and a drip pan. And that the outside unit was missing some freon and was 17 years old. He told my husband that the age was the problem and he would get it all turned in. 24 hours later AHS called to let me know that due to the issues being caused by an undersized unit it would not be covered. Excuse me? Your technician just told us it was broken because it was old. Not too small. She assured me that if he had said it was due to age they would have been happy to replace it. And that if I wanted to dispute it I had the right to, but if the next contractor agreed with the first I would be out another $75. I filled the dispute. Another contractor contacted me and was scheduled. He came out on my birthday. He checked the freon and told me it was fine. He didn’t know why the first company had said it was low. He did tell me at that point that he often comes out behind the first contractor and that they don’t ever turn things in to be replaced. He looked at the outdoor unit. Agreed it was old. Said it really wasn’t small for the house. Did not check the inside unit at all. Said he would turn in the need for replacement due to “inefficient functioning due to age” and that it should be approved by the following day. The next day we heard nothing. The day after I logged in to check the status and it said my appointment was canceled to call the contractor to reschedule. I called the contractor, they agreed they had been out. They had sent their paperwork and were waiting for AHS approval. She suggested I call them. I called AHS and got a young woman who was having trouble communicating with me due to language barrier. She didn’t see anything about a second visit. When was it? Who was it? After I gave her this she was “ooooh yes yes I see it now.” So I waited. 2 more days of nothing. I call AHS again. Get another young woman that is having difficulty communicating through a language barrier. She reads me the information about the second visit I gave the previous employee, and VERBATIM reads me the exact same report from the first contractor. I ask for a phone number to the decisions department. I speak to a gentleman there who seems genuinely confused when I tell him about the second visit and what I was told by the contractor. He puts me on hold to call the contractor. They don’t answer and he tells me they will call me back when they talk to them or if something changes. My online portal continues to reflect that I need to reschedule the appointment that did in fact happen. Almost a week later my husband and I call both the contractor and AHS again. The lady who answers the phone is professional. Reads off a report that says the second technician has reported my AC is under capacity, and that a 5 ton unit was recommended. Will come back to that in a moment. My husband asks again about being told that the unit was past it’s self life and she tells him since mechanically it functions it’s not broken due to age. We tell her it’s not mechanically functioning and hasn’t been since before the first tech arrived. Nope. It’s not covered due to lack of capacity. I canceled my policy at this point. My portal is still active. Showing an active work order that needs to be rescheduled. So I guess we see how this cancellation plays out. In the mean time I have had a company that I trust come out and look at everything. The outside unit is an appropriate capacity. It is a 3.5 ton unit on a 2,100 square foot home. In our zone that is appropriate. Especially when taking into account the fact that our home is under 3 very large shade trees and the unit functioned without major issue for 17 years. The outside unit needs to be replaced, and the inside unit needs a coil and a drip pan due to normal wear and tear. A 5 ton unit would in fact be oversized on our home causing it to short cycle which could lead to humidity issues and faster wear and tear on the unit. My honest recommendation is to not get tangled up with this company. They will argue with you on repairs. Their customer service is very hit and miss on professionalism. The repairs they did authorize would have been considerably cheaper that the $1500+ I have spent on them so far. It is not worth your time or money.

Paid for the AC tune up. Technician found an issue so I was required to submit another ticket and co-pay. Did so and am still waiting for service. AC is OUT! Called and was told they will grant me outside authorization so I can find my own service company and they will reimburse me! Fat chance but they sure bill me for the copay right away. I don't trust them to pay back much less in a timely manner. Now I'm still waiting for them to find someone. Not happy that you can't call and speak to someone actually in this country and not reading from a script. UPDATE: Responded to the person below and received zero response. Finally got a tech to check out the AC. Bad Compressor. That was 8 days ago and repair is STILL “Authorization Under Review”. Not sure where to turn next. Maybe a lawyer?

Have had multiple warranty policies with this company over past 10 years and note once the repair will cost them more than the annual contract cost to the consumer, they claim "Manufacturer defect" , particularly when related to big ticket items, like A/C or heating. The "defect" is determined by one of their contracted companies, who then proceed to charge an exorbitant price for the repair. NEVER RENEW AFTER YOUR YEAR WHEN PURCHASED BY A SELLER FOR THE BUYER-not worth it

I received an email 2 days ago stating my AHS payment hasn't gone through. Problem is, the last service I used from AHS was early 2017, which is around the same time I cancelled my service (current date is May 16, 2019). My wife handles finances, and not sure how she hasn't noticed, but that's besides the point. I know I cancelled my plan but can't provide proof because AHS doesn't send email verification of cancellation. Nor can you cancel online or via email - you have to do it over the phone. I just got off the phone with "Marge" from AHS and she confirmed this (only way to cancel is over phone & they don't send email confirmation). "Marge" also stated that another department was responsible for cancellations, but that I couldn't speak to them - they have no phone/customer service. "Marge" tole me she was elevating my complaint - her supervisor was too busy to speak to me. She also said I would get a phone call within 24-48 business hours, but when I asked to confirm that I'd get a call back, she then started to "dance" around the question and said sh would call me back. What type of company doesn't allow their customers to cancel online OR AT LEAST get an email confirmation? I'll tell you what type - the type that doesn't want an official record of your attempt to cancel so they can continue charging you (for 2 years!). The right thing to do here is to refund me the 24 months (my 1 year contract ended in May 2017) they've been charging me.

I recently canceled my warranty with AHS as had no AC since November of 2018. I called them and they sent out a company from Melbourne which is about 2 hours away form my home town of Stuart. They returned 3 times and diagnosed my problem being evaporator coil. After 3 times they said the problem wasn't accessible. Another company sent a technician and I still was without AC in March. Finally I took things into my own hands and hired a local company to remedy the problem. AHS would only give me $800.00 toward a $2,000.00 repair. I don't consider this good service and would not recommend the company to anyone.

My experience always have been bad with AHS when it comes to repair. They take months to repair. Customer service is very bad. I think they are sitting somewhere in Asia and they don't understand your concern. My Air condition furnace was making sound, i called and have them some one come do the repair. He said we have to order part. I went on wait for 7 days. Finally got hold of AHS reps. She said you have to pay $75 for to create work order WTF!! She said first you paid was for just system check up. WtH!! It clearly tells you they have non competent customer service rep who couldn't understand my request and sent me someone just for Chek up. I sure will be looking for alternatives. AHS 9 years just was worst experience

IF I COULD GIVE A SCORE OF "0" STARS, I WOULD!! I can't say enough how dissatisfied we have been with American Home Shield. We had our water heater fail and requested service. After I lost a day's pay from work, the plumber showed up and stayed for all of 10 minutes. He took a few pictures of the leaking water and said "yup you need a new water heater". "AHS will be in contact with what your out of pocket cost will be because they definitely will not cover everything." This "service call" was a 100.00 fee for him to tell me the obvious. When I heard back from AHS, the rep tells me that my cost would be 850.00 because they do not cover all of the plumbers fees. (So who is telling the truth?) I asked the rep what they were actually covering and he said that he couldn't provide me with that information. After I became angry and demanded to speak to a supervisor, he magically was able to obtain the info. They pay 220.00 for the tank (CAN YOU IMAGINE WHAT KIND OF WATER HEATER THAT IS?) and 170.00 labor. At that time he gave me the option of a cash out. The cash out offer was good for 7 days only and I had to provide proof of the repairs being done. The cash offer was for only 305.00. When I asked why not the 390.00? He said that they were deducting 85.00 service fee that they were charged by the plumber. So AHS actually made 15.00 on the service call!! In addition to the 15.00 profit they also deducted the service fee once again from my settlement amount offered! I decided to buy all of the necessary parts myself and have the work done by a highly recommended Handyman. (IT WAS ACTUALLY EXTREMELY LESS EXPENSIVE TO FIND SOMEONE TO DO THE WORK MYSELF THEN TO GO THROUGH THESE PEOPLE!) Yes you read that right. They did nothing for me but COST ME MONEY. After the work was complete, I contacted AHS to find out where to send my invoice and receipts for the discounted cash out. The rep told me that they had to investigate to be sure that the work was done by a licensed contractor. I became very angry and told the rep that this was not a condition of the cash out. I also asked, "where in the contract does it read that on a cash out the work must be done by a licensed contractor?" She said that "it may not say it in the contract sir but it is our requirement". The rep was extremely rude during the entire conversation. I advised that she get my information and request to a supervisor because otherwise my next phone call was going to be to the insurance commissioner of NC. Two days later, magically it was approved. A few days later, I called in to remove my credit card from the auto pay system and asked to be billed. The rep, Chris, assured me that this was complete and nothing would be charged to my credit card. Low and behold, my card was charged!! Again, I called in, this time to cancel my policy. I was told that I would hear from the retention dept. I got a generic email stating that the cancellation was done and that I am now being charged a 52.00 cancellation fee! ( SO THEY DO ABSOLUTELY NOTHING BUT RIP YOU OFF AND THEN CHARGE YOU FOR THE EXPERIENCE!!) This company is a rip off!! They will get their money from you one way or another. I will advise everyone that I know to steer clear of them! They are like a thief in the night!

I had a home warranty with this company for 2 years. We had the major systems warranty which is supposed to cover water heater, HVAC, etc. I called about our water heater leaking and needing to be replaced. They wanted to charge an additional $1,200 to replace it, when that's the typical cost if I were to hire someone to do it w/o a home warranty. I decided to take the pay out and they only wanted to give me $280 and take an additional $75 "service fee" even AFTER I paid the $107 (plus my monthly fees) to have technicians come out!!! When I spoke with the supervisor, Joey I, he refused to help me and they took the $75. When I requested to cancel they charged me ANOTHER $40!! I work in real estate and this is one of the WORST home warranty experiences I've had. I will not recommend this company to any clients, nor will I be using this company and I encourage everyone to do the same.

It is a shame that I am required to even provide one star. This company is a joke. This company sent a technician who looked at Google for 3 hours only to tell me he couldn't fix the refrigerator that day. I requested a more knowledgeable technician, and low and behold 3 months later my refrigerator is broken again. I have been trying to get someone out here to take a look for over 2 weeks. I have called customer service 4 times now to be told a technician will contact me within 24 hours. Valerie in the Escalation Department stated she had more authority and to call back asking for her, but apparently they don't have the capability to transfer a call (I'm not buying it). I would be better off saving my money and just replacing the refrigerator in the first place.

I had a pipe leaking water underneath my tub. AHS sent out a tech who stated it was due to excessive force from someone trying to remove a drain in the tub and this cause the pipe to break open. Even though AHS contract says they will cover improper repairs or installation - they refused to fix the pipe and the tech made a bigger hole in my ceiling where the water leaked through. They claim it was not improper installation or repair. What else could it be - an act of God? why does someone try to remove a drain pipe if not to repair it or install a new one. Bottom line, they did not honor their contract.

5/7 Have not ordered a part for my AC unit and it has been OVER 2 weeks! They are not helpful and just keep saying “we have 30 days to complete repair”. Terrible customer service. THe local repairman they send out is so helpful but they won’t order the part he needs to repair! Buyer beware! UPDATE: 5/8/19 Called again today, was told a supervisor would call back because they wouldn’t let me wait on the line for one. Still no call 12 hours later. I received an email from them for me to send my account number. I have refused until I get a number to talk to someone that can solve the problem and not just a customer service rep who is taught to give the run around.

Horrible. I've been dealing with a broken dishwasher since January - it's now mid-May. They declined the repair twice, stating it was due to a missing air gap that was actually there. They sent another repair company out and they tried to replace the board, which was a $600 part - still didn't work. So today they're supposed to be delivering and installing my new dishwasher and the people they sent out won't install because the valve is corroded with water deposit. The installation company they sent out will not install if there is corrosion. How would I know that there is corrosion and it needs to be fixed before the unit can be replaced? If you decide to sign up with American Home Shield, be aware that they do not have an escalation process, they will drag it out as long as they can and point fingers to get out of repairing what needs to be repaired. My husband and I have made over 30 calls in the last 4 and half months to get this resolved. Unbelievable.

We have been without AC since April 18th. We have 2 Units. They both are out. They sent a company out that claimed they fixed one unit and had to order the part for the other. We are still without AC. The AC they stated they fixed is not fixed. It went right back out after 1 day. So we had to reach back out to AC company to get an update. They scheduled an appointment to cone back out today. Gave us a 4 hour window. We called 4 times requesting they call 30 minutes before they arrive. No one called. They dropped the parts off then left. Called Customer service was put on hold for 18 minutes. When asked for Supervisor was put on hold for 30 minutes then hung up on. We are up for renewal. I am still pondering on renewing or not. This experience will let me know.

I am very frustrated, enough to write here. AHS has gone down hill over the past couple years that I've been with them. They used to have good customer service - now its a generic call center in another country that doesn't appear to have any thoughtfulness. I submitted a refund claim on 4/4 for an invalid 4/2 service call - I spoke to them several times, and it didn't get finalized until 4/23. It's 5/7 now and I haven't rec'd anything - I've called several times for confirmation and they say "our guidelines are 14-21 days" for refunds, sorry. They can't even tell me if that's business days or not - either case: it's a ridiculous amount of time - when I asked them to escalate this: "sorry, it is what it is sir"... So, I can electronically pay you within 24 hours, but your guidelines are 1-2 months: Ridiculous. I'm considering not renewing if this is the new AHS.

Working with this company is insanity! I have a microwave needing repair for 2 weeks now and they say they called the contractor and the contractor said they didn't. There is an issue about taking the built in microwave out and it supposedly needs special authorization and nobody is getting it. They just informed me that an email needs to be sent from the contractor and it would take 24 hours. An email takes seconds, do they think they are dealing with a moron? In the contract Section 2d, it says they are are responsible to remove the defective equipment. What seems to be the problem here, its in the contract? I have also been told to stay near the phone and the contractor would call. It is over an hour later, I am still here and no call. I do have other things to do! Also, every time I call in I get someone with a heavy accent that I can't understand. Last time I requested someone who spoke English. So it seems AHS has my monthly payment, the appliance contractor has my $125 and I still have a broken microwave. Just for the record AHS, I will not go away so you might as well get this working.

Terrible company!! I’ve been with them for a couple of years. No more! I had an electrical problem and no one came or even called. AHS had to have my credit card number for the service fee. No one called or came and they still charged my credit card 175.00 service fee. I finally got it them to refund but still no one came. These people are crude and rude. Put a 100 dollars in a savings account each month and screw this home warranty company. They should be shut down ! It’s beyond me why the BBB gives them. “B” rating when it should be an “F”. Read the reviews before you waste your money but not reviews from their website.

The worst customer service I have ever seen. If you call them about an issue with a contractor or service they act like they don't know anything.Then they call the contractor which makes them mad and they drag their feet even more. The status page for work orders on the AHS page is never updated. Neither they or the contractors make any effort to keep you informed. Everytime they come to fix anything they have to order a part which takes a week minimum. I have had them have to come back to fix things that were not done correctly the first time. I have been waiting for three weeks for them to come back and fix my AC. I guess I'll have to pay a reputable contractor to come and fix it. Done with AHS.

Terrible. I will NOT renew. If this contract (paid for by seller) didn't come with my new house, I would of cancelled already. Biggest issue is the technicians they send out. I've used my contract 3 times and had terrible service with each one. I'm now having to deal with the same kitchen faucet that was repaired 2 months ago again. I'm paying for another visit b/c the previous group only warranties their work for 60 days. I have an actively leaking (on the counter) faucet. It's taken 7 days to get someone here. And he just left, had to order a part that will take 10-15 days to ARRIVE. Then someone has to come back to install. I'm sure that will take 7 days also. Meanwhile, I'll just keep mopping up the water. Thanks guys.

Buyer be ware, this is by far the worst company I have ever dealt with in the entire USA, they are crooks, they lie to people and the have the absolute worst customer service you could imagine and not imagine, representatives hang up on you, leave you on hold,promise to take care of your issue and give you confirmation numbers and names and promises of supervisors to call you, and non of it ever pan out, when you ask for a supervisor, they refuse to transfer you to any claiming they do not have supervisors, it is a total nightmare...they tell you there is no contract and no penalties for cancelling, yet when you cancel, they charge you and bill you and there is no one to talk to. This company is by far the absolute worst of all companies in the entire USA.

I have had AHS for about a year. I went through them to get my washing machine repaired, and it has now been 23 days and my washing machine is still not repaired. That should speak for itself, but I'll go on. The contractor they utilized to come out and fix the washing machine has been horrible; they don't answer their phone or return calls, they have taken nearly a month to get a part, they didn't get the right parts...just an unending supply of excuses and poor customer service. I reached out several times to AHS, begging them to send a different contractor so I can, you know, do my laundry, and each time it has been an extreme hassle to even get through to a live person, and each time the customer service representative has been dismissive, rude, and not helpful in the slightest. This is unacceptable, in my opinion. Not to mention you have to pay a $75 service fee, so I have paid to be treated like dirt by this home warranty company. I will never, ever use this company again. Even if you are getting a free home warranty from a home seller, they are not worth it.

I had a policy with American Home Shield that I wanted to cancel. The problem is, that when you call for a new policy you will speak to an operator fluent in English. After that, day or night , if it is not sales related, you will deal with an offshore operator that is not fluent in English, If your call is not logged, the company will accuse you of being untruthful and tell you they will pull call logs to verify what you are saying. They will claim they will call you back in 24-48 hours but that doesn't happen. Then just to get the nightmare to end, I agreed to pay in full the remainder of my contract. I asked for a bill to be generated as I did not trust a payment would be logged correctly without an invoice. While waiting for the invoice to arrive, they took me to collections. I paid the bill within a day of receiving it. Then they sent me emails and robo calls asking why I was leaving as a customer as if they didn't know. I tried to call corporate in Tennessee but it just routes you through the offshore call center where the operators lie and claim they are in Tennessee because they obviously don't want customers calling corporate. I can't imagine if I actually put a claim in , how bad it would have been. Then to top it off , they insult my intelligence by stating how much they care about their customers, and the service they provide and how my situation was little more than falling through the cracks and they did nothing to rectify their bad behavior.

Such bad customer service. We requested service for our washer, paid the $125, only to have the company they went out come twice, both times promising to order parts and nothing happened over the course of a month. When we asked for them to send a different company, they said only if we paid another $125. Every time i call them I am on hold for at least 40 minutes. The companies they send out often have very low reviews. The appliance company they wanted to send out for the third time has a 1 1/2 star google review. We ended up canceling our service with them. They informed us that not only were they not refunding our $125 call fee for the washing machine that was never fixed but we owed them $53 for our final month of service!

After many years of coverage, thinking that I was covered from any major,"catastrophic" events, it finally happened. Two A/c units failed at the same time, with each one needing a new evaporator coil. After the tech diagnosed the problem, a few days later, I got a call from AHS, telling me that only the coil itself was covered, the first $10 of refrigerant was covered. However, the remaining, $85/pound of refrigerant was not, as well as all of the other necessary parts to complete the repair. Each unit requires nine pounds of refrigerant. The total for the parts NOT covered was $1770 for 0ne unit. For the other unit, it was $1325(not covered). The actual covered amount was $234 for the first one and $214 for the second. When I asked for them to send me a confirmation in writing, that "they would request that but they couldn't actually do it". To date, I have not received the information. I also requested a copy of the specific contract language that was cited and used to deny my claim. Again, I was refused and have not received that either. In my opinion, this company is a rip-off. They will do anything to delay and to not pay for repairs!! In my view, it is fraud, plain and simple. Stay away!!

On top of the annual fee (about $450 a year), we pay $75 for a visit if something breaks. We paid it once when the microwave had a small and inexpensive part break, and again when our washer stopped working correctly. So, we've paid about $600 for one year to have an inexpensive part replaced on the microwave. The minute an actual cost to the insurance company was on the line (the washer repair or replacement), a repair guy (the company chooses them, please note) shows up, listens to us describe the problem, and announces that we will need a new washer, that it's our fault it broke, and insurance won't cover it. He doesn't even look at the washer before he proclaims this. Then he looks at it for 2 minutes, stands up, and says we overload it. I say I've had small front-loading washers for years and that I'm always very careful to put in smaller loads. Now he says Oh- it could be the loads are too SMALL then. What?! He writes up that it's our fault after telling us it's 90% likely it's overload (we ask, what is it the other 10% of the time? He doesn't answer), we know for a fact it isn't (a quick internet search verifies these washers break every 5-6 years like this with normal use) but of course the insurance calls after 3 days and lets us know they won't be covering anything. I mean, I could have looked at it for 2 minutes for free and announced to my husband "Let's go pay for a new washer!" Pretty good waste of $75.... So we ask our options for a second opinion. Of course they choose the vendors. Of course you pay $75 AGAIN if they say the same thing. Just a huge waste of time and money. We could have purchased a new washer over the weekend for $750 and had this done with, saved our $600 we've spent with this company, and been much less irritated. I recommend that method for homeowners. Don't get sucked in, it's not even close to worth it.

Had been a customer for several years. My main purpose was to guard against HVAC issue. In December I had a garbage disposal go bad and decided to use the warranty to see how it worked out. Contractor was fine, but the replacement disposal unit was of very poor quality (I need to replace myself now - warning don't buy GrindSmart!). I called AHS to simply ask who the authorized HVAC contractors in my area were and could I get a Trane unit (which I have today and have serviced every 6 months by a reputable firm)….after 3 different people on the line, including the Supervisor, the answer was citing my contract and no, they couldn't even tell me who their authorized contractors were nor is there any option to get a Trane unit if mine fails. I'm not taking the chance for another terribly inferior product installed. PS. on my disposal, in addition to the $100 I paid for the disposal call, it took 4 days to get done. You decide.

After my friend past away his spouse paid for this American Home Sheild to cover his appliances. They are supposed to cover all appliance repairs for your home 🏡 . Well I unfortunately got one of those models that has a known unfixable defect that causes the icemaker to stop making ice because, it freezes up. I told the tech that I fallowed instructions from the internet on how to defrost the icemaker to get it to work. It would work for a month and freeze back up again. The so called technician American Home Sheild sent then said he knows this model is bad and would recommend it being replaced. (Class action lawsuit was awarded about this model in 2014) When I called American Home Sheild they told me they wouldn't cover the repair or replace it because, I somehow broke it. I also know if I defrosted it again it would work. But they still won't cover the repairs. When I called the technician company they would never answer their phone and when they did the women was rude and unprofessional I could hear 👂 children 🧒 in the background. This company has been a nightmare and I suggest that you really research a company before you pay your premiums. This company looks for reasons not to cover your repairs. I also find the companies they hire to perform their repairs or diagnoses to be unprofessional, the tech showed up an hour and a half late. It's hard when companies present themselves as reputable but, then refuse to provide the service they offer...

AHS - Sorry to say but you guys SUCK. Worst ever support. We have had to deal with AHS for 2 issues: 1. Washer 2. Garage door Let me start by saying that their support is one of the worst ever! They never ever pick up the call and chat is as slow as one can imagine. Horrible experience to start with. 1. Washer When we called in to complain about our washer, it took us 12 calls to reach a specialist. When we explained them our issue, they assigned MAJOR HOME APPLIANCE to perform the repair. The specialist came to our home, and was very rude. When we asked him what the issue was, he said let me do my job and you won't even understand, so don't bother asking. He mentioned a part needs replacement and ordered it. Next time he came, he replaced it and left, without even explaining us the issue. After 2 days, the washer stopped working again so we had to deal with AHS again! Called them multiple times but nothing helped. Finally, we got a hold of someone from chat option and after arguing with them for more than 10 hours, they assigned another company - NANA SERVICES. These guys are good as they came home within a day and were kind enough to explain us the issue. Not to forget, they mentioned the 1st company replaced the wrong part! They also offered to talk to AHS and tell them that repairing would be most costlier than the new machine. They agreed AHS only thinks of replacement of parts and nothing in regards to customer satisfaction. Nothing happened for a few days and when we got hold of AHS representative, they said NANA didn't submit any such requests! So they asked NANA to come to our place 1 more time and conclude their findings. Guess what, no one showed up and when we called them, they said we have replaced whatever we could and we don't know what else to do! I told them atleast care to call us and tell that you guys are not gonna show up. They said they will tell AHS. BUT, but, but they never told AHS that the washer needs replacement as they are afraid their relationship with AHS will be screwed. What a selfish moto. Finally, when we talked to AHS again, they said go ahead and buy a new one if you want, we can't help you! 2. Garage door Unfortunately, our garage door stopped working after a few days of washer issue. We tried to chat a few times and finally got hold of a specialist. They assigned ACE's GARAGE DOOR REPAIR AND INSTALLATION. The person came to check out our garage door and mentioned that he would need to change the whole assembly of garage (drums, spring, bearings, etc.). He told us he would charge $1500. To his surprise, we had already called in 3 other companies and got a quote on the issue. All 3 companies mentioned issue was with drums and spring bearing only, and it would cost around $175! When we told this to the person from ACES, he said okay I will repair for $300. We were like why did you even lie in 1st place. He gave crap reason that I thought issue is with motor and the assembly. We then told him we don't want you to work on this so he left and told his company that we agreed to order bearings and a few other parts, which we never ever did! When we called them to complain, they apologized and would make sure that our garage door gets repaired without unnecessary charges. The person was supposed to come again at 8 am but came at 3 pm! When he came, he mentioned he will only repair the spring bearings which need dis-assembly of many things. When we told him we know the issue and there is no need for dis-assemble, he said I don't want to work for you and left. We then contacted AHS again and they didn't even agree to re-assign to another company. All they do is assign the issue to a crap company and then the problem is all ours. The washer issue has been going on for more than 3 months now and still no resolution. This is how you treat your customers. Well done!

I got this warranty service when purchasing my home and thought it was a good deal. When i called them to have someone fix my hot water heater, they sent someone out promptly. When the person arrived they said i needed a new part but it was going to take 5 days because the warranty company would not pay for expedited shipping. I could however pay another $150 to get it expedited myself. The repair man told me this was a common part, so I asked why they didn't have them in stock to which he did not have an answer for. It has been over two weeks and it is still going to take a month to come in. I'm not sure about you, but I can't go without hot water for 6 weeks or possibly longer. It is looking like they send out sub-par contractors who can't complete their work in a timely fashion.

I carried service on my rental income properties. In the past two years, have contacted them twice and truly do not feel the service and the results are worth the investment of carrying a service contract month-to-month. When I called to request service, It took a few days before I even got a response back. I was at the point back at the beginning of March 2019 to cancel my warranty contracts with AHS. I called and canceled my service and then noticed they charged me for the next month for two of my service contracts. I called the following week to make sure these were canceled and to request a credit and they assured me they would take care of this. It is now 3 weeks later and I still do not have my credit. I contacted AHS and they claimed I will not be receiving a credit since I canceled after they charged me. So I guess I will now be pursuing a credit through my credit card company. I will never use their service again for any of my rental properties nor my personal home. Stay away from American Home Shield as they do not provide the customer service you should receive. Poor service!

Worst company I've dealt with. Customer service, contractors is horrible!! Every call takes 45min to 1hour. How many calls does it take for same service request? 4-5 times! Water heater is covered by AHS the company I pay monthly plus service call fee $75. 1st call Friday 3/29-45 min call to put a service request & take $75 service fee...ok right? 1st plumbing contractor calls to tell me nxt appt available is Monday 4/1 w/no hot water?? Not acceptable! Contractor tell me nothing they can do & to call AHS again to have another contractor sooner. What a pain to call them again?!?! Called AHS again...another 45 minutes! Another plumbing contractor will contact. Received a call from APC plumbing. Great right?!?! Rep. Scheduled me for the next day yayyy! 3/30 8-12 woohoo... Took time off work waited till 11:30am I call The contractor left a voicemail. Then, called AHS again...SMH another 40 min! Rep. Told me that request was cancelled. Why? APC plumbing said that they called me to cancel because they don't work on weekends....huh? First, of all I didn't get a call From APC. This is not the business company I want to work with, that basically lied ohh heck noooo! So, rep kindly left them a message and sent email. I waited 4hours & no call. Guess, what I did? Yes, I called AHS again!(Did I say AGAIN?) This call took around 40 min. Basically, told me the same. I asked if they have any other contractor? She can't cancel this service request until they find out what happened? Why didn't they show? Oh and this company APC plumbing doesn't operate on weekends! LoL.... I asked rep to cancel that company and please put in service request for another company. No! All the plumbing contractors do NOT operate weekends. WTHeck. So, why did APC plumbing rep call me on Friday to schedule for Saturday. I asked her about my work time loss due to their negligence or contractors negligence? She SAID talk to them! Ok, I asked... What about $75 service request fee? I still need to pay that. WOW. Very RUDELY interrupted and talked over me. Warning-DO NOT HIRE THIS COMPANY! APC Plumbing shame on you too. You will get a call from me & -0 🌟 from me! Time loss on phone calls, stressful, and my loss of work!

This is the worst company I ever work with. AHS contracted Accord Appliance. They are literary influence their supplier company to present fact to decline coverage on my stove. The Accord Appliance technician told my tenant that the stove should be replaced by AHS and he provided all the pictures to AHS and then we never heard from either AHS and them. 3 weeks later we called the Warranty insurance company, They claimed to have received nothing, they in turn called the Accord Appliance. And now AHS claim that the technician told them that the stove was mis-used !!! Now listen....Mis-used because there is too much grease on the stove!!! FLABERGASTED. I'm sewing both companies. Not for the money but for the basic business principles. Accord Appliance and AHS shamed on you!!! never work with either!!! I have 6 house with them.. I'm cancelling all my contracts!!

I have had American Home Shield for several years. During the hottest months in the summer, it is impossible to get a repair for your AC unit. I have paid out of pocket and also have waited 2 months for a service call for both heat and air. The last straw is my account was deducted 100.00 for no reason and have not been able to get it back after a month. Customer service is non-existent with this company.

In the beginning I thought this was a fantastic company. They seemed very good and on top of any issue I had. That was until I was having heating issues. For the last 2 months, during what seemed the coldest days of winter, I’ve needed the heating company to come out and fix my heater. Phone call after phone call totaling literally hours on the phone with AHS, I have yet to have my heater fixed. It’s nice and cold in my house and I need to throw out a big thank you to American Home Shield for that! They have lost a customer and I hope anyone interested in joining reads this and thinks again. Do yourself a favor and find a different company!

We purchased a home in Florida in October 2019 and it came with warranty from American Home Shield (AHS). We just had our first claim and it was a TERRIBLE experience. Our air conditioner stopped working on Feb 23 and it was not fixed until March 7 ... 13 days!!! Totally unacceptable! AHS had to get the technician's report saying we needed a new compressor, then get the compressor purchase authorized, then AHS ordered the compressor themselves instead of just letting the air conditioning company get it, that in and of itself added another 5 days just waiting for it to be delivered. There was no sense of urgency from anyone at AHS. The customer service reps just told us what we wanted to hear whether it was factual or not. We even asked for a call from a supervisor - was told "no supervisors" on duty - that a supervisor would call us within 24-48 hours. Did we ever get a call? NO. I would NOT, under any circumstances, recommend buying a home warranty from this company.

My experience has been horrible, starting from day one. I asked for sears appliance repair, they gave me Imperial appliance repair looked up there rating, they are the worst, so it seems I had no choice. The technician come out evaluated the appliances finally come back supposedly fixed my stove, get on the dishwasher put everything back to gether an it don't work tear everything down again an then tell me mamm you have glass in your motor mind you I don't wash dishes in it, just keep it rinse out because of my garbage disposalso. Makes it have a back wash so he leaves an said nothing. Come to find out he told American home shield I neglected. My dish washer in which he looked at it the first time he didn't find that, so why he find it now .we don't pay this home warranty for service like this ..they have all of these out of the pocket repair services. That are not even register with the better business Bureau not even in a decent work vehicle when they come for service. If I could give them all a O I would .an my dish washer still needs repairing an they say that my work order is complete. .This is BULL. ...

One word.... Horrible. You try to submit a claim and after waiting a 1/2 hour you can't understand most of what the person on the other end is saying or if they understand what you are trying to convey. A huge communication barrier. Very frustrating. We had to contact AHS four times because there was no answer from the contractors they were supposedly lining up for us. It took nearly 2 weeks just to get a faucet fixed and we are still trying to get reimbursed for the getting the faucet and paying the contractor after he submitted his assessment fee for the job. All we want at this point is the $200 dollars that is what we are entitled to for doing all of the work on our own. This was a terrible experience.

Appointments with technicians are given right away. The tech arrives at the time frame they suggest and the job gets completed professionally and in a timely manner.

My heater went out in the middle of a snow storm on a Sunday. I set up an appointment online with AHS, but was told that Thursday would be the soonest available. Being that I have 3 kids, this was unacceptable and I paid out of pocket to have it fixed. I canceled my appointment immediately and was told that a refund would be processed within 2 days. I waited before finally reaching out to them. I was told that there was an error in the system and a physical refund check would be received within 10 business days. Had I not called them, they wouldve kept my money with no service being provided. I have had them for 1 year and this is my 2nd issue with them. Customer Service is non-existent and their policies only protect themselves. I would not recommend doing "business" with this group of thieves.