American Home Shield

My house AC Compressor went out. On Jan 27, 2023, I had the service tech come to my house. The company, Supreme Air Conditioning and Heating LLC, came to the home, spent 30 minutes, left without saying anything to us, and never called. After a week of trying to figure out what happened, we finally got in touch with the company who told us we had to call the warranty company instead.

The warranty company noted an additional $1680 charge for uncovered cost due to how the tech listed it in the system for repair.

After calling the tech multiple times, the ticket was closed in their system without anyone actually speaking with me.

I called into American Home Shield to discuss the issue. They offered a cash out or to just use the same company that serviced it poorly.

I have asked for calls from escalation and from supervisors on March 3 and March 10 with no calls back from American Home Shield.

This morning, March 16, my house still doesn't have a compressor. I have asked for escalation and supervisor again and they only read me blanket statement answers.

I have told them that I want the repair to be made, but I don't want a tech company, Supreme Air, to be the ones that service since I don't trust them anymore. This seems to be a big issue in their company and no one can help. I have simply asked them to use a different company in their service program, but that isn't a resolution they can seem to get right.

The service from American Home Shield has made me cancel my renewal and I will be changing warranty companies after this is complete. A simple change of service vendor would have fixed the issue, but not it is becoming bigger.

I don't recommend anyone using Supreme Air Conditioning and Heating LLC or American Home Shield if you want companies that will reasonably service your home and family.

Update: 3/17/2023
I received a phone call from a manager, Ricardo, who has informed me of the same policy that every other person has stated, however with one extra element. AHS will not actually help me switch to another service provider on their staff without clasing my service and paying a new deductible. This is new information as no customer service rep offered this as an option. The manager also didn’t offer an real solutions other than their cash out policy, which doesn’t actually cover the full amount of the service, to use a company that I trust. This has made me lose faith in AHS as a company, as a customer service provider, and as a trusted resource for my home. 

American Home Shield says that they vet their service providers for licenses and businesses. However, I cannot find a website for the company Supreme Air Conditioning and Heating LLC, and the only address I can find is out of a home. 4608 SOLAR ECLIPSE DR, Las Vegas, NV 89115
As a note, I believe that this service model was so poor that I am also looking to inform “upper management” who doesn’t receive phone calls according to the manager I spoke with. I’m very discouraged by this conversation and will be looking to cancel my service as soon as my issue is resolved.

I would love to have someone from “upper management” reach out to talk with me about the issue, however, I’m not sure that I have faith that this is a conversation that can be had.

However, if someone would be willing to discuss this with me so that I can resolve the concern, I would be happy to share this story and work with them towards resolution.

Charles

I live in Tampa, Florida and have tried to use the policy several times. They have never once got anything right or you can never speak to anyone but a customer service rep. Even when your ceiling is caving in. They just don't care. I have been waiting 5 days for a supervisor call back. I already had some of the work completed by getting my own person in on all jobs thus far. They take too long to get resolution, my current issue has bounced back and forth between plumber and HVAC. My guy said its HVAC and fixed the issue. Now I have whole in my ceiling.... It's a waste of money.

1/28/23
Still waiting for a call back on my heater/ac replacement. It’s been over a year without heat. All we get is back order on parts, for me not to call them they will call me with an update when it’s available. I need to know why I can’t talk to the parts department or the CEO of the company.. I need this resolved ASAP
A space heater is not working for the entire house. Can someone give me a better phone number to get a hold of parts department

American Home Shield United Air Temp Update: 1/7/23
Update: STILL NO HEAT!! So, per United Air Temp. the part (control board) came in on the 5th and yes, I wasn't scheduled until 1/9/23, yes you heard that right. Tech #5421 came out with the part and said the part received was defective/burned out, mind you this is coming from their warehouse. And as they aways say, we're going to expedite the order and come back out once it comes in. For a backup they're going to request a few of them to ensure one works. So, they ordered the part and I still have no heat. AHS#183981379. The issue also is that they only have one tech is this area that can install the control board, so it has to reconcile with his scheduled appointments. Do you think I've received any commination from AHS-NOPE, United Air Temp.-NOPE. This is totally unacceptable. Please share so that everyone is aware of the horrible/disgusting customer service from AHS AND United Air Temp. I guess this is the 4/5th time what they tried didn't work, I guess they'll keep trying until they get lucky, and something works, I guess.
1/3/23:
American Home Shield United Air Temp
No Heat SINCE 12/14/22. In those zero-degree days, I had no heat. As of today 1/3/23, I still have no heat. On 12/14, I called my home-owners insurance American Home Shield, and they dispatched United Air Temp. on 12/15. AMS has never reached back out or did anything to assist when I called them. I asked since my heat is still off can we get someone else or refund my copay. I was told no because companies don't work over each other and since UNITED Temp called me on the 15th, it was one day. Tech #5464 Segovia, said they needed a gas valve. After me calling and calling the part finally came in on 12/23. They tried to give me an appt. 3 days out, had to request to speak with a manager to get them to come out that day. Tech #6068 said oh, that's not the problem, you need a new thermostat. He ordered the part and after it came back. The tech came to put it on and said, oh that's not the problem, you need a control board. I've been calling and calling and still no update as of 1/3/23, WE STILL HAVE NO HEAT. I called them today and was told when they called the manager, he didn't answer and someone would call me back with an update!!!!!! How much of a chance that will happen before I have to call them back?😡🤬 Called American Home Shield and was told there was nothing they could do.

I have been working on a very simple repair of our gas dryer for over 2 weeks. AHS assigned a contractor and they failed to show up for two appointments. AHS refused to reassign and expected me to wait for another time that was convenient for them! Finally they agree to a new contractor who came out and completed his diagnosis. AHS then sent me an e-mail stating they had what they needed and would be back in touch within 24 hours. Four days later they sent another e-mail stating the repair has been completed...WRONG! I called for an updated and the call was dropped after waiting on hold for over 20 minutes. I called back and was told the contractor has to come back out to diagnosis the problem! I have spent HOURS trying to resolve a simple repair! BEYONG DISSATIFIED! One star is a gift for this company!

I had requested to cancel my service with AHS and the representative offered me a different plan which I accepted. I checked my bank account and I had a unauthorized 305.00 charge from AHS, I contacted AHS and was told it was a mistake and a email had to be sent to request my money be refunded back to my account and this would take 48hrs, but in the meantime, my account was charged $20 for my account being overdrawn. I am very upset that someone withdrew money from my account without my authorization and now has me waiting for my money to be returned, this is theft! I will be reporting this incident to the BBB. I need my money to be put back in my account immediately!

I have 3 policies with AHS. I replaced a water heater in August of 2022.. I was supposed to get a replacement refund check soon after. I have called, and called at least 6 times to have it resolved. There is NEVER a supervisor, everyone I’ve talked to at AHS has promised that it’s being resolved, but here we are.. 12/14/2022 and there is still no resolution. As of today, I have sent out a letter to the Corporate Headquarters in hopes of a resolution ending with my refund of almost $800. Currently looking for new Home Warranty Company for all 3 of my properties.

I had toilets leaking from the bottom and several handles on my sinks leaking or dripping. AHS sent a contractor out who literally walked in to see what was going on and said he would send a request to AHS to see what they would cover. Of course this was the strangest behavior to me. I have been with AHS for many, many years and any contractor that's ever come out, would always make necessary repairs that day. After waiting and waiting to hear back from the contractor, I finally called AHS only to find out that this contractor said I had chemicals in my toilet and therefore AHS denied the claim. No word at all regarding my handles.... I explained to the contractor when he came out that the blue water in the tanks were tablets from the water company to detect leaks. Shame on AHS for denying the claim without asking a loyal customer questions. It was too convenient for them not to pay for repairs. Services are definitely not the same!!!

In 2021 I had a installation of a unit for AC & HEAT. After installation there waa a knocking noise. The tech came back out and said he had to come fix it and never did. I contacted him repeatedly up till 3/ 2022 to no avail. I called AHS today and the person i spoke wirh hung up on me.

On 7/26 I placed a work order request for a dishwasher that stopped working. A technician was dispatched and I was scheduled for 8/2. The technician advised a motherboard was blown and a new one is needed. Once the parts are in, call them back to schedule the repairs. I rec'd a package on 8/5 and called AHS on 8/6. The rep advised she contacted GE and confirmed TWO parts are needed. I advised I rec'd the two parts. She set an appt for 8/15 and advised I would get a call on Monday, 8/8. The call was never rec'd. I called AHS on 8/9 and was advised the appt was not made and there are in fact THREE parts needed to complete the repair. After several back and forth with AHS and GE Appliance, I was advised this third part is on backorder until 9/15. They scheduled me for 9/19, then 9/23, then 9/28. On 9/28 I was advised the part is still on backorder and would POSSIBLY be available on 10/15. They scheduled me for 10/17. On 10/1, 10/3 and 10/5 I received calls telling me the part is still backordered, 11/15 is the new possible date. I called AHS on 10/6 and asked for alternate options. I was advised I would get an email in 24 hrs with the options. 10/7, I called because I hadn't received an email. I was told it's not 24 hrs, it's 48hrs. I asked was this business hrs and was advised no. By 10/10, I still hadn't received any communication. I called that afternoon and was told, they'll look into it and someone will contact me by the end of the day. I received nothing. By 9pm, I called. I was told ppw from GE was needed and a supervisor will call me the next day. On 10/11, I called AHS and was told the ppw from GE was rec'd and needs to be reviewed, I'll get a call later. At 5:06pm, I rec'd a call on a number I NEVER provide AHS, only to be told they did not get the ppw from GE and they have to consult with a Region Manager with options; I'll get a call back tomorrow. I specifically confirmed my call back number on every call and believe I was called today on that other number in the hopes I wouldn't answer.