American Home Shield are CROOKS, they’ve taken advantage of an emergency and did not fulfill their obligation to provide support and customer service under their insurance policy. I arrived home on Friday the 6th of August to find that my outside AC unit had unfortunately died/stopped working. Both of my children have medical concerns, that hinder them from returning to the home without AC. The heat could exacerbate their conditions.
Understanding that this was a medical emergency, I immediately contacted American Home Shield for an expedited service request due to the medical situation in the home. American Home Shield sent a technician out on Saturday, 7th of Aug, however, the technician looked at both units and informed me that the unit outside compressor had died. He said they would have to order the part, but I would need to talk to American Home Shield first for approval. The part out of pocket was going to cost me $1100.00. The house temperature was 86 degrees with a humidity of 90 degrees.
According to American Home Shield, they won’t place an order for a part until you have paid your portion for the actual part. I never gave permission or approval for the part to be ordered for the outside unit, due to the time frame given. I had to wait until Monday, 09 Aug., before American Home Shield told me they were still reviewing an expedited service request. I called the technician who informed me that the part would take 3 weeks to come in since the unit is over 20 years old. Two Days later American Home Shield finally sent me an estimate and informed me of the out-of-pocket expense, and how they really didn’t know how long it would take for that part to come in.
At this point, I immediately asked for a cash-out amount. Mind you this was Tuesday, 10 Aug – We are now 4 days into the hottest week to date, and Wed, 11 Aug was supposed to be the worst, with temperatures feeling like over 100 degrees. My children were still displaced and staying in other homes.
American Home Shield refused multiple times for me to talk to a supervisor. When I finally spoke to one, he said he would put in the cash-out option as I asked, but he informed me that this would take another 3 days. At this point, I decided to get both units replaced. Interestingly American Home Shield never explained that both units would have to be replaced if they upgraded the systems. The AC unit is almost 20+ years old and American Home Shield refused to provide me with a cash-out option.
Although I asked 3 different times for a cash-out option and told them not to order the part. They ordered the part anyway and canceled my cash-out request. I found that out on Monday, 16 Aug. The American Home Shield representative said there was nothing she could do, although she doesn’t know why they canceled the request. When I asked for them to bring me the part, they said NO, I also asked for them to return the part, and give me my cash-out. She said they could not do that either, CROOKS!!!
I am absolutely horrified by their service, I have been with them for over 10 years, and this has been by far the worst experience of my life. I just want my cash-out option for my unit. They have been the absolute worst homeowner’s insurance. I plan on putting this on google and contacting the BBB as well. I am opening a full-on investigation about this horrible, unprofessional, and dishonest company!!! If I could put no stars at all I would. DO NOT CONTRACT WITH THIS COMPANY!! BUYER BEWARE!!