American Home Shield ProConnect

If I could give a zero, I would. Please heed my warning. Do not purchase an appliance protection plan with American Home Shield. Our not so old refrigerator went out. It Is protected by our contract. American Home Shield has sent two different repair companies, and neither of them have fixed it yet. Four repair visits and still five weeks without a refrigerator. One company even ordered a compressor, brought it, and then refused to put it in because they said it was not the compressor. Then, Appliance Reliance, one of AHA's contractors, said it is the cooling coil. We have yet to see a cooling coil. Our refrigerator has sat so long now without circulating air that we now have a musky moldy smell coming from the compressor/motor. The inside of my refrigerator is perfect. I have used every product.I can find to kill that smell. The refrigerator is now ruined. We talked with American Home Shield about that, and all they could do in very difficult to understand English was read the script.... It has been the same script every time for the past four weeks. We could not be more livid. Their ESCALATION TEAM (ha ha) read the same script. Apparently, we will not receive a penny in compensation from our contract, which GUARANTEES us a payout. PLEASE STAY AWAY FROM THIS COMPANY AND THEIR BOGUS PROMISES.

Delay and Deny practice. Central AC broken, quick visit to say something need to be ordered, week to get back as it turns out the part ordered through "equipment warranty" is not even in the AC unit and other things are checked. Another delay, where another tech needs to come back. When returned in another week, they blame an evaporator coil which was replaced by them 8 months ago. To turn around and say its now a compressor with additional charges which made no sense. I just agreed because there is no AC for 3 weeks. By 4th week, I call to find out about the status, only to be told that the part is on back order and will not be available from manufacturer for 2 MONTHS. No alternatives given and they tell me that I cant escalate and they have no solutions, and I must wait for Carrier to have the compressor available. without offering a loner, temporary solution or a 3rd party option. Reaching escalation or any person that is able to do more then read a script is not possible, so you are just stuck talking to people in Philippines that supposedly do not have managers or unable to do anything other than say sorry and someone will call you back. At this point I am learning that they are trying shady ways on applying warranty workaround with manufacturer when I am clearly told by the manufacturer that the unit is not warranted.

Still no help even though they promised to call back. Second opinion seemed realistic which they sent, but never followed up. I am now smelling mold and it’s becoming dire situation and need to get fixed immediately before the home becomes a danger to live in and would require demoing the walls. I am in process of looking at options and retaining an attorney UPDATE 1/2/2025 5pm. I got cash in leu offer of $300 for a $4500 coil which will still not be a full repair since I have a 3rd opinion and they tell me that a compressor will need to be changed. So now you will make me wait for a replacement of a condensing coil and the AC will still be broken with me waiting to fix the compressor. What a joke, no one will talk, its all through messages in Phillipines, why wouldnt anyone call and talk like humans should.

*BEWARE* Do not use this service. They sent in a pro who put holes in and scratched the custom cabinets in my kitchen. He failed to complete any portion of the job correctly, and charged me for a part I didn't need. Company still will not provide me a copy of the terms & conditions I signed when requesting the service. They told me to "file a police report" as the solution. Zero follow up from the company (not the pro, who is equally as bad). Rude customer service when trying to get the issue resolved. Sent in videos and pictures as evidence, even more frustrated by the lack of follow up from the company to help us find a solution. Would not recommend or trust a pro recommended by this company to a friend or an enemy. DO NO PAY PRO"S DIRECTLY.

DO NOT use this service! They can completely ruin your appliance. They took $292 to fix start relay of my whirlpool refrigerator on Nov 2021. Instead of putting original parts they did a temporary fixing which was of very poor quality. Just after 7 weeks of their fixing, my compressor died and I can't use the refrigerator anymore. Later, I showed what they did to 2 other mechanics from different companies and both agreed that what they did was simply "trash" work. They used a very cheap part which I found available online for $16 and charged me $292 in total. If you have any other option then go for that. DO NOT hire them for servicing, they may destroy your appliance. Not to mention, they also appeared later than their promised time!

Worst service ever. The guy who came in was nervous and clueless. He ruined my hardwood floor, made huge dents. Ruined my custom kitchen cabinetry and was still not able to fix the dishwasher. He did not know how to put my dishwasher back in, kinked the tubing and made holes in cabinetry by putting screws in wrong position. All the damage done ended up costing more. Could have bought new dishwasher in that price. Company did not even respond to my email and have filed complaint. DO NOT USE THIS COMPANY AT ALL.

I will give 0 star if i can. I had an appointment with American Home Shield ProConnect for Dryer Vent Cleaning. On that day, the serice guy did not show up during service window. About 2 hours after, he messaged me saying he had a conflict and was able to come fianlly. During the service, he recommended to move the dryer and washing machine to allow dryer connect direct to the vent outlet. I followed the "pro" recommendation. After he left, I found the duct was not connected back to the dryer properly. And since he moved the washing machine, the washing machine will now shake like crazy when in use. I called to flie a complaint and ask for a refund with the so called Pro Connect and the custoemr service told me they do not have an invoice for this service. I guess who ever come up with this "great idea" of ProConnect wanted to do business like Uber but without the ability to track and invoice all the service. No guarteen for the service level. No control on the service hour. Be aware of your money, because the so called pro connect will send some random guy who will not be able to do the job, and the ProConnect will not be able to provide customer service afterwards. By the way, the customer service told me they are not really American Home Shield. So why do you think I would request service from your so called "Pro" Connect if you are not related to the AHS.

BUYER BEWARE - DO NOT USE THIS HOME WARRANTY COMAPNY So far using AHS has been a huge disappointment. I've concluded that the companies they contract with are the bottom of the barrel. I took advantage of AHS initial free service when I started coverage and had the AC Tune Up done. Company comes out and says I am about 3.5lbs low on freon. Ok please add it. No he cant, that is another service call. So he has to leave and I reschedule to have the same company come out for the $100 service fee to add freon. The owner of the company came out and I wasnt home yet. He texts me after looking at my AC outside and says there is nothing wrong here! I say, your guy said I am low by 3.5lbs on freon. I get home 5 minutes later and he is walking out towards me saying yes I added the freon you needed. Suspicious that he did this in 5 minutes and never checked the system to make sure the temperature differential between outside and inside air was the appropriate industry standard and was not carrying an empty R22 canister. I say you added freon? He says yes. I say you told me it didnt need it after your guy said it did. Oh yes it did I added it. He left and I didnt have a good feeling. A week later I contacted him asking for a receipt of work performed since I had received nothing. He emailed me a receipt that says he replaced 3.5 lbs of freon, replaced the core valve (really? in 5 minutes while you were adding all freon?) and that the system is "working as designed." He never took the time to check the system after the supposed freon was added. I did not feel comfortable reporting him to AHS as I truly was unsure about whether the freon was added. Fast forward a month later and I turn on the AC. Same story....doesnt get cold enough to make a difference. After 5 hours the temp went down 3 degrees. So now I know my suspicions that no work was done are indeed valid. So now I get to order another service call for another $100 with another fine AHS contractor. I did this on Monday and they are going to contact me within 24 hours but AHS website says I can contact them as well. So I call on Tuesday and leave a message giving the dispatch number and I am trying to schedule the service call. Another immediate response number is provided on the vm and I call that number as well and leave a message. And another emergency phone number is given and I call that and leave a message. Today is Wednesday and still no call back. I call AHS -the rep was nice and helpful and I explained I want a new AC company that is responsive. He felt bad but had to tell me I have to wait for a full 48 hours before they will give me another AC company. 48 hours? It says 24 hours on the AHS website, and you are making me wait another day before I can get someone responsive? Unfortunately he says this is protocol of what he has to do. So he leaves a vm at every phone number (3 of them) like I did, and he said he also emailed them. I am allowed to call back tomorrow (today at 5:30 pm will be 48hours and they are closed after 5pm). At this point I have zero confidence in AHS AC contractors. The first one was a scammer and did nothing. Here I am paying for a second service call and 40 hours have passed and the company has not called me back to even schedule something. Tomorrow I will be bumping up against the weekend with NO AC and no contractor scheduled to come out. All of this aggravation bc the first guy was so lame he lied about putting in freon and never tested my unit after he did so. Looking at video footage he was here a total of 8 minutes. Give me a break. I intend to ask for a refund on my contract after I get this AC matter settled. Follow up 6.30.24 - after second contractor never followed up after 2 days to make an appointment I canceled them and started over. New AC contractor came out yesterday. He confirms I am 3 lbs low on Freon. Now it’s a fact first contractor lied. I asked new AC contractor if3lbs of freon would leak out in a month without turning on AC unit. He said no way. It happens over time.