DO NOT FALL FOR THEIR FALSE ADVERTISEMENT!!!
I was looking for home warranty company for my rental home and I found American Home Shield. According to their advertisement, I thought I can trust and rely on them to take care of my rental home. So, I got the home warranty with them and I only used(Submitted service request) their service 5 or 6 times in last 3 years. I had no issues until last 2 service requests that I submitted. I submitted request for garbage disposal, they sent a technician and diagnosis as internal failure due to blades were fell off. Technician said that need to be replaced and he’s going to submit a voucher for replacement. Couple days passed by, I didn’t get any respond. So, I called a technician to check the status. He replied back to me saying that still waiting on approval from my home warranty. So, I called American Home Shield customer, they saying that they will not cover the damage of disposal due to it's normal use and tear. So, I end up buying a unit ($199.00) and replaced it. They still charged me $125 for service fee. I mean what service did I get??? Just send a technician to find the problem costing me $125??? I was really upset about their explanation that doesn’t make any sense. Week later, I submitted another request for my AC unit for not producing enough cold air. Once again, they charged me another $125 for service request fee. Technician showed up at my rental unit, however I was in my house(in bed still sleepingdue to working night shift from 3 pm to 3 am). They only sent me a text(message was sent around 1000 am, while I was still in bed) saying that technician in route, not a phone call. So, I called technician to give me a 10 minutes, but they only left me a message at the door and left. I called AC company, they told me I have to pay them $50 for missing an appointment. Ridiculous at this point…. I even explained them a situation, but they still ask me to pat $50 in order to reschedule. )I'm in active duty, and will be moving to oversea in couple months. My rental home finally found new owner, and I was trying fix all discrepancies that I got from house inspection.) So, I ended up paid them $50, and got rescheduled. Another week passed by, technician showed up(still using text notification, not a phone call), they inspected, and told me I got a freon leak coil inside HVAC and freon is low, it needs to be serviced. So, they told me they are going to order the coil and same time submit a voucher to approve by my home warranty. Week later, I got an email saying that there is limitation on service voucher that the technician submitted. I called American Home Shield again and find out what limitation they are talking about. They told me, they are going to cover the cost of coil($395), however they are going to cover flow control valve($225), and freon service cost($855). So, if I wish to continue to fix my AC, I gotta pay $1,080 out of my pocket. FML…. I was keep asking them, why it does not cover? Only respond that I got from them is… it’s on my contract that they only cover certain item and case by case. First of all, maybe I made mistake that not reading the full contract throughly when I signed it. But then why they keep advertising throughout the internet saying they covers everything then??? After long conversation, they gave me a two option. Either pay $1,080 out of my pocket to let them fix it or I can hire other technician, if I can send them a copy of total cost of service and they will send me a check of $645(max reimbursement according their policy again….). I told them I will find the other technician. So, I ended up hire other technician. Here is the kicker!!! Technician that I hired, he saying that there is nothing wrong with my unit, (freon does not need to serviced, there is no freon leaks in coil). Only thing he found was clogged air filter(I already have spare air filter in garage). So, I changed air filter, he measured pressure, inspected line, an d coil. All checked good!!! He told me there is nothing wrong with my AC unit!!! So, I paid him $140(Since I called him on weekend, he has to charged me weekend rate). I scanned the bill, and sent them e-mail. Couple day passed by(again), I finally got an e-mail from American Home Shield reimbursement department, they will not pay because technician that hired didn’t change anything. WTF!!!!!!!! Seriously??? I was done with them at this point….. I was sick and tire of their excuses( they were keep using the term “it’s under our company policy, sir"). So, I called them to cancel my contract. But here is the another catch!!! In order to cancel my contract, I have to pay $51.99 for administration fee. WOW. AWESOME!!!!! So far, I spent $250 for hiring technician thru Home Warranty(for garbage disposal and AC), $50 for missing an appointment for AC, $199(garbage disposal cost that I personally replaced), $140 for AC technician that I hired, $51.99 monthly contract fee(it's already auto drafted from my bank account on 2 October 2020), and finally $51.99 for cancelation fee….. if I calculated right, I just spent $543.98 for nothing (exclude cost of garbage disposal that I bought). BOTTOM LINE, I don’t want another innocent people to fall on their false advertisement and service to wasting their money. (Like I did). I've served as Active Duty in last 20 years and some changes(and current) in military to do my best to protect my family and nation. Company like American Home Shield should not scamming or giving their customers with totally unacceptable service that they provided.