Name: American Home Shield
Rating: 4.1

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Verified Customer

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Krista Rauch Inverness, FL

We've had the coverage for 8 yrs and never had an issue except for a dryer replacement. Took several months. HOURS on hold. No matter what # you call it goes to the same place and hours on hold.

2 years ago

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Angela Jacksonville, NC

Service call fees should be credited to the cost of service. We already pay monthly membership fees, then a service fee, and some years we don't even use the service so all of that sounds extreme

2 years ago

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Belinda Allwang Stevensville, MD

We have the home warranty on this new home and we have had to use them several times already and they have been great and was able to get the items fixed.

2 years ago

Reply from American Home Shield

Hi Belinda,
Thank you for taking the time to provide a rating, your opinion is valued greatly and it helps us maintain an excellent standard of service to our customers.

Jul. 6th, 2021

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Bruce Larsen Tucson, AZ

I have had 2 experiences with AHS: The 1st which was to repair a sink and shower was a 5; the 2ns which was to repair an ice maker (it still does not work), and repair a washer and dryer (which also do not work to our satisfaction) I rate as a 2.

2 years ago

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Bryan J Percle Houston, TX

We had a provider that came out for a AC tune up. Two months later, we had an AC problem and had to pay another fee. I'm a bit frustrated by that as I feel it was something they should have caught.

2 years ago

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Darian Richardson Lawrenceville, GA

Worked so far on getting necessary repairs at a overly cost effective manor. Reassurance know that if anything breaks or is damaged, "my home warranty will cover".

2 years ago

Reply from American Home Shield

Hi Darian,
Thank you for taking the time to provide a rating, your opinion is valued greatly and it helps us maintain an excellent standard of service to our customers.

Jul. 6th, 2021

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Carolyn

Handled a minor repair well. Contractor was good.

2 years ago Edited September 14, 2021

Reply from American Home Shield

Hi Carolyn,
Thank you for bringing the AC service experience to our attention. I would be glad to speak with you to reach a resolution for the issues that have occurred.

Jul. 8th, 2021

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John Hughes Bear, DE

They are very good for the most part. One issue that I have had a few times are when AHS assigns a contractor who I know doesn't service certain types of appliances but they send them anyway.

2 years ago

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Hazel Ann Andrews North Wales, PA

Up until my refrigerator went on the need be. I was really telling friends to sign up with you. At this pooint I am very upset. It will be a year soon and you people have not done any thing about the refrigerator expect tell me to see if I can find on then you wilkl gived me a credit card for less than the refirgerator costs. I am not a hapy camper.

2 years ago

Reply from American Home Shield

Hello Hazel. We appreciate you letting us know your concerns with getting the issue with your refrigerator resolved. I would be happy to speak with you further to assist with a resolution.

Jun. 29th, 2021

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Sharice Massey for Sam Haynes Eugene, OR

We had a service done which was unable to be completed. A replacement is due however have not received replacement information in order to do so. I have called to get this taken care of and have not received an email as of yet.

2 years ago

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Michael Fischer Manchester, MD

Responsive to repair needs. Don't like that they take my co-pay prior to the service being performed. Also had an issue where the service was never performed, but they refused a refund because a tech came to the house.

2 years ago

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Kim clothier Lititz, PA

1st rekey appointment was canceled with no phone call or explanation. I called. Spoke to a very nice girl who reissued wirk order for renewing new homes and a,l was taken care of within a day

2 years ago

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Annoyed and burning up Lake Dallas, TX

They sent a company who did not do a thorough job. I have to now pay out of pocket to get it done properly and when I called I am told they have to see what the same company that screwed me over recommends so they can see if it's under contract. No active listening abilities to understand the sense of urgency. I don't understand how a subcontractor screws up and told they have to see what my contract covers. No escalation process. Lack of concern. Just make the customer jump thru hoops. Now I'm out 240$ because the Freon that was put in leaked out a week later. I highly doubt AHS is going to pay for the second round.

2 years ago

Reply from American Home Shield

Hello. Thank you for explaining the issue you are having regarding your air conditioning. I am very sorry to hear that we have not met your expectations regarding this matter. I would be happy to speak with you to try and come to a resolution.

Jun. 23rd, 2021

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Jana Hitchcock Argyle, TX

Great service and value. The ease of submitting a request for service is wonderful. We've always had quick response and never had a bad provider show up.

2 years ago

Reply from American Home Shield

Hi Jana,
Your feedback regarding your recent experiences with us is greatly appreciated. Our main objective is to provide exceptional service and a quick resolution to all of your home warranty needs.

Jun. 23rd, 2021

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Anthony Barone Pompano Beach, FL

They were very responsive and the workers who came were great. The only problem was, it took 3 days to get an appointment to fix my refrigerator that has stopped working. I thought that was a bit too long.

2 years ago

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Timothy Reynolds Round Rock, TX

There was a month wait period before the coverage begins, and this seemed to effect the payment options until the month had expired. This was separate from the service provided.

2 years ago

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Susie Dickens Scotland Neck, NC

I rate them that way because the assigned worker is very professional. He comes in, checks the problem, in my case the heat/air conditioning system, and answers questions.

2 years ago

Reply from American Home Shield

Hi Susie,
Thank you for providing us with feedback about your AHS experience. We strive to provide you with prompt and professional service. We hope you continue to enjoy the coverage we provide!

Jun. 22nd, 2021

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GK Tampa, FL

my water heater stopped working, had tough time in getting it fixed, even after 3 days of reporting. contractor said he is submitting an order to replace it, but AHS put it on review for 2 days and after several calls (tough to talk to someone, had to wait long or opt for call back), they went on saying they don't have an estimate as to when it will be replaced, one agent even saying it can take up to 21 days. Asked repeatedly to give me a rough estimate as to when it will be fixed, but no estimate and i cannot wait indefinitely with hot water being much needed daily. I had to cancel the service request and warranty, and they are even asking me to pay for the visit when they did not fix it and I am ending up with much more expenses to replace on my own even though I was under warranty.

2 years ago

Reply from American Home Shield

Hi GK. Thank you for taking time to let us know about your experience with your AHS repair not being completed. I'm sure it was upsetting not to get the answers you needed. I would be happy to speak with you regarding this matter.

Jun. 22nd, 2021

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Nope El Cajon, CA

ASH is a joke! So many unfortunate issues from the START!!! I am so glad I never cancelled our warranty we've had for the last 5 yrs! Dealing with AHS was a nightmare! It is insane that a vendor can LIE about have access to out AC unit, when he said he had a taller ladder just not with him. The vendor arranged to contact us with a time to come back since he simply wanted to assess our issue. Once back at his office he claims he no longer has access, therefore our request gets denied. NO ONE cared that we are partnof the Ben Jenson Heat and Air club, who have serviced our AC. No one cared! But this vendor was able to be a dick, and AHS went with that. I am so glad we have cancelled. And we purchased the Platinum package for the year! So glad we're done!!

2 years ago

Reply from American Home Shield

Thank you for taking time to let us know about your concerns with the service you received for your air conditioning. I do hate to hear that we were not able to resolve the matter but I would be happy to speak with you and see if I may be able to further assist.

Jun. 24th, 2021

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Gwendolyn Tyler Virginia Beach, VA

Excellent customer service, quick response to company servicing the issue. I have been with AHS for over 15 yrs and I would recommend them to everyone .

2 years ago

Reply from American Home Shield

Hi Gwendolyn,
Your feedback regarding your recent experiences with us is greatly appreciated. Our main objective is to provide exceptional service and a quick resolution to all of your home warranty needs.

Jun. 23rd, 2021

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Ingrid Elizabeth Hoden Las Vegas, NV

The call center is all women in the phillipines who have no authority to approve anything and have no access to supervisors for any concerns. They are limited by what their computer allows and are unable to process any concerns. It took hours and several calls to finally get a second opinion repair person to finally show I really had an issue that was covered and the first repair person was rude. I was mostly told, There is nothing we can do about that. I finally reached one person who was willing to help but it took hours of frustration.

2 years ago

Reply from American Home Shield

Hi Ingrid. Thank you for providing feedback on your AHS experience. I am sorry to hear about all of the frustration involved with getting someone to help you. I would be happy to speak you further if there is still an unresolved issue that needs to be addressed.

Jun. 24th, 2021

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Juan Carlos Safra Houston, TX

I have been an American Home Shield client for several years, and I am highly disappointed with their service this time. A little bit of background. The main A/C unit in my house broke down over a week ago. It took the AHS authorization department over 72 hours to get the work order approved. Once the work order was approved, I realized that AHS decided not to cover all of the parts required to repair my AC unit. According to my contract with AHS, all of the parts needed to get my AC back in operation are cover. The authorization department did not approve some parts due to their lack of knowledge of what type of material they are dealing with. I have tried over five times to explain to the customer service department and the authorization department the problem that I am having, and none of them understand what I am talking about. They are highly unprofessional, disrespectful to me as a client etc., etc., etc. As a result of this, I am going to have to pay over $700 in repair cost which should be cover by AHS. It's evident that the AHS customer service and the authorization department personnel are underqualified and lack knowledge of the material they are dealing with. As a result of this, I am already starting to look for another home warranty company, and I will cancel my policy with AHS.

2 years ago

Reply from American Home Shield

Hi Juan. Thank you for letting us know your concerns regarding the out of pocket expense to repair your air conditioning. We are here to assit you and I would be happy to speak with you further regarding this matter.

Jun. 24th, 2021

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Jennifer Sickinger Springfield, MO

I am seriously considering cancelling my policy. I had a service call for a washing maching last October that took nearly three months to resolve because of errors and poor customer service. I spent $40 weekly for that three months to use a laundromat. I lost several hours of work to meet contractors or deliveries, some that didn't show. I spent hours on hold with ASH customer service – two calls had two hour hold times!! Every time I'd call in I would have to start with someone new. I was given incorrect direction repeatedly about if I should purchase the replacement machine out of pocket and then get reimbursed or if ASH would order the replacement for me. I still have an open service ticket with my oven but I'm unable to resolve it because the budget I was given isn't enough for the odd size oven I need. I'm also told I'll need to purchase out of pocket and then ASH will reimburse me – why when you offer discounted appliances to customers? I had an issue last week (washer waste line overflowing which was obviously a clogged pipe closer to the sewer lines by the amount of time it took to back up). I didn't hear from the contractor for three days after placing the service request so I called him. He told me he had 30 people ahead of my ticket and ASH was sending him way too many clients, less than professional phone call. Thankfully he worked me in an hour later. He snaked the waste line in my kitchen and laundry room and told me he couldn't fix the problem. He said I'd need all new 2" pipes to fix the problem because my washer used a high volume of water (it doesn't, I specifically chose it because it's ecofriendly and I've been using the washer fine for the last 6 months) He said I'd need to contact another plumber because he doesn't do that kind of work. That evening after the ASH contractor left I realized there was water dripping under my sink from an electrical box next to the waste line. When the contractor snaked the kitchen pipes, he damaged the waste line and it was pouring water into the electrical outlet behind the wall. Considering it was now an emergency situation and at the direction of the ASH contractor, I paid out of pocket to have a professional plumber come out. He repaired the broken kitchen pipe and used a roto-rooter long enough to actually fix the problem. He had a good laugh when I asked about replacing my pipes because he's never had to do this in all his years as a plumber. Barely an hour later and my issue was resolved. Two days off of work for the appointments, $75 pd to ASH and $112 to the real plumber. Time spent on the phone trying to resolve the issue. Between my monthly $65 and the $75 service ticket, it would have been cheaper and MUCH easier to just call the real plumber initially. I'm not sure it's worth it to continue the subscription. I might as well put the monthly $65 in a savings account instead.

2 years ago

Reply from American Home Shield

Good morning Jennifer,
We would like to thank you for bringing the leak service request to our attention. We would be glad to speak with you in an effort to assist with a resolution to the ongoing plumbing issues.

Jun. 23rd, 2021

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Justin Alberico La Porte, IN

Everything has been great so far. Quick and easy. My only complaint would be the excessive hold time when trying to connect with customer service. My last wait was over 20 mins. Other than that no complaints thus far.

2 years ago

Reply from American Home Shield

Hi Justin,
Your feedback in regard to your American Home Shield experience is more than appreciated. I hope you continue to enjoy the coverage and service we provide.

Jun. 24th, 2021

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Lynette COLLINS Scottsdale, AZ

Have had AHS since 2013. Every time we've needed service it is easy to schedule, the vendors are prompt, and AHS customer service has been wonderful.

2 years ago

Reply from American Home Shield

Good morning Lynette,
Your patronage is more than appreciated. We appreciate your feedback and will continue to provide you with great coverage and a quality customer service experience.

Jun. 23rd, 2021

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Manish J Patel Paradise Valley, AZ

AC service has been decent but I have an ice maker issue that hasn't been fixed and hasn't made ice in two years. AHS has the issue resolved in their records and it costs $100 for them to open a new ticket to look at it, even though it's never been repaired since February 2019. The technician said it should just be replaced but AHS denied that and kept sending out technicians who were unable to repair it.

2 years ago

Reply from American Home Shield

Hi Manish,
Thank you for bringing the unresolved air conditioner issues to our attention. I would be glad to speak with you to discuss a resolution.

Jun. 22nd, 2021

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Allison Hamann Lincoln, NE

I had a not-great experience with customer support. I understand delays when it comes to products and parts and was understanding with the wait for the most part, but after so long it was frustrating to continuously not get calls back or updates on my request when it was escalated.

2 years ago

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DeeDee Skalicky Surprise, AZ

Timeliness, professional, the technician was extremely nice and helpful and very knowledgeable he told us exactly what to expect and when. Kept good communication

2 years ago

Reply from American Home Shield

Hi DeeDee,
Thank you for providing us with feedback about your AHS experience. We strive to provide you with prompt and professional service. We hope you continue to enjoy the coverage we provide!

Jun. 23rd, 2021

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Dianne York Branchville, SC

AHS has been a reliable source for me on many occasions. I have been using them since 2010 when I purchased my home. I have referred family and friends.

2 years ago

Reply from American Home Shield

Hi Dianne,

Your feedback regarding your recent experiences with us is greatly appreciated. Our main objective is to provide exceptional service and a quick resolution to all of your home warranty needs.

Jun. 24th, 2021

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Maritza Hobart, IN

I have saved money getting services through American Home Shield. The two biggest concerns/issues were my A/C unit and Furnace! I ended up with 2 new systems.

2 years ago

Reply from American Home Shield

Hi Maritza,
Thank you for taking the time to provide a rating, your opinion is valued greatly and it helps us maintain excellent standard of service to our customers.

Jun. 15th, 2021

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Vonnie Tulare, CA

I've never been treated the way I was when I called about the repairman not getting in touch with me for five days she couldn't reach them either so I told her to get someone else out to fix my ac because triple digits were expected she said she couldn't assign someone else till she can get ahold of the ones that were supposed to be here I told that's not my problem she just kept making excuses I told her I've been with them for 26 years and maybe I need to find another company that didn't even phase her on top of that it cost me 160.00 bucks fie Freon cuz all they cover is ten bucks per pound

2 years ago

Reply from American Home Shield

Hi Vonnie,
I hate to hear about your AHS experience and the non covered cost to have the repairs completed. I would be glad to speak with you to get the issues resolved.

Jun. 15th, 2021

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Scott Delaney Jefferson City, TN

Ease of getting issues resolved, everything has been fully covered after my payment of $100.00. Repairs are dispatched within an hour or 2 after I make my claim.

2 years ago

Reply from American Home Shield

Hi Scott. Thank you for taking time to let us know about your AHS experience. It's great to hear how easy it was to get a resolution to the problem you were having. We look forward to providing the same standard of service in the future as well.

Jun. 15th, 2021

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Terry Monroe Fredericksburg, VA

I have had American Home Shield now for 4 years and after my contracted ended they raised my yearly account from $879 to $1131 a 29% increase. They also charge $ 100 for each service call. So if I don't have more than $1500 in repairs a year then I'm giving the money for nothing.

2 years ago

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Lydell Bradley Lakeside, VA

They are convenient, scheduling service repairs is easy, and quick, but I notice that the companies that get chosen are not the most popular companies that you may see around your local area. Less professional, more like your best friend cousin roommate does side work cheap type of people..

2 years ago

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Jane M. Guthrie, OK

This was our first time purchasing a home warranty. They have made it extremely easy, everyone we talk to is nice, and they are very fast at providing help.

2 years ago

Reply from American Home Shield

Hi Jane,

We love to hear when we have provided fast and professional service to our customers. Please continue to share your experiences with us and we will continue to strive to meet your needs.

Jun. 15th, 2021

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Ellen Hal

Because when I call them for my plumbing problem they came and made me an appointment within the next couple of days and took care of my problem with my hot water heater

2 years ago

Reply from American Home Shield

Hi Ellen,
Thank you for taking the time to provide a rating, your opinion is valued greatly and it helps us maintain excellent standard of service to our customers.

Jun. 14th, 2021

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Sathia Lisa Sun Manassas, VA

I seen a lot of improvement from filing a claim and the response on the phone has been quicker. No one has placed me on hold for the longest either.

2 years ago

Reply from American Home Shield

Hi Sathia,
Your feedback regarding your recent experiences with us is greatly appreciated. Our main objective is to provide exceptional service and a quick resolution to all of your home warranty needs.

Jun. 14th, 2021

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John Ace Mammoth Lakes, CA

American Home Shield attends to claims promptly and always sends reliable people to handle repairs. Additionally, we find.their premiums to be quite reasonable.

2 years ago

Reply from American Home Shield

Hi John,
Thank you for providing us with feedback about your AHS experience. We strive to provide you with prompt and professional service. We hope you continue to enjoy the coverage we provide!

Jun. 14th, 2021

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J Yager Annandale, VA

Took more than a week to obtain contractor and finish the job. Right now, I'm disputing the fees that were charged for services not rendered. Company mentioned that credit will be issued 5 business days, and I'm still waiting at this time.

2 years ago

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Jamall Lawson Las Vegas, NV

On my experience and situation they couldn’t fulfil a request due to systems communications and when you get an inexperienced tech to your house they take they word over home owners when the reason you called is totally different from tech which makes it difficult to fix the problem you called

2 years ago

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Anthony W Hunn Atlanta, GA

Always on time. So far I have had to use this service since I purchased my home 2 years old and the service has been remarkable and the contractors contact you almost immediately.

2 years ago

Reply from American Home Shield

Good evening Anthony,
Your feedback in regard to your American Home Shield experience is more than appreciated. I hope you continue to enjoy the coverage and service we provide.

Jun. 24th, 2021

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Lucretia Barger East Wenatchee, WA

Took us weeks to get our refrigerator fixed during winter of 2019. We were house bound due to husband’s severe illnesses and hospice care. Made our situation even more difficult. Why didn’t AHS provide a rental in the interim?

2 years ago

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Carolyn Hester Harrison, OH

They do not pro rate an appliance. They offer a fair value to you if it can't be fixed which hasn't happened yet because my problems have always been fixed and quickly

2 years ago

Reply from American Home Shield

Hi Carolyn. Thank you so much for letting us know about your positive repair experience. It is so good to hear that your problems have always been fixed. We strive to provide our members with dependable service. We appreciate you being an AHS member.

Jun. 10th, 2021

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Stacey K Phoenix, AZ

My issue was acknowledged and solved. The referral to the repair company was friendly and informative. Both companies kept me up to date on the status and next steps.

2 years ago

Reply from American Home Shield

Hi Stacey. Thank you for rating your AHS experience. We are very happy to hear that the repair company was friendly and that you were kept informed. We look forward to meeting this same standard of service for you in the future.

Jun. 10th, 2021

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Holmes Sylacauga, AL

IT system antiquated. People are usually helpful but the system is extremely frustrating. I’ve waited Hours to get a message through. Then there is a poor system to communicate.

2 years ago

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Brian P. Willis Matthews, NC

Great options and service A customer service agent on this call was excellent she took time to go through all my options and help me pick out a new stove

2 years ago

Reply from American Home Shield

Brian, thank you for your feedback and letting us know that you had a good experience. We are so happy to hear how helpful the agent was in assisting you with picking out your new stove. We look forward to taking care of your repair needs again.

Jun. 10th, 2021

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Kyra Eatmon Bowie, MD

They are an amazing company to have when you have a minor issue or even multiple minor issues. But they are not so great to deal with when something covered under your warranty has a major issue, the cost to repair is higher than the cost to purchase it or it needs to be replaced because it cannot be repaired.

2 years ago

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Liz Garnica Shreveport, LA

Due to a problem with refunding for services not renderd, accounting has many flaws. Waiting 2 months for refund due me. I pay immediately, and it's not good service to hold money more than 30 days. I would think twice before renewing. Each time I call about the transaction, I get different answers, no consistency.

2 years ago

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R Jacksonville, AL

Takes too long for service. Customer service agents do not speak English well and it’s hard to understand what they are saying.. It takes too many times to get a new item even after the technician states you need to replace an item. I haven’t got any item replaced. I had to purchase them myself.

2 years ago

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Linda Raleigh, NC

The work we’ve had so far was good, however, I have a problem with paying $100 for every service call. I‘be had other appliance coverage and did not have pay a healthy maintenance fee.

2 years ago