Amber P.

American Home Shield fails to live up to their promises. On December 16,2020, my husband and I submitted a service request for our freezer and free-standing Icemaker (which of course gave out within 24 hours of each other). I was pleasantly surprised that the technician was able to come out within 48 hours of the request. After inspection, the technician relayed that there was a short in the ice- maker and the unit would need to be replaced due to the age of the unit. We were told that AHS would follow-up within a day. They did not. My husband then attempted to call. During that call he was told that the item was not covered because the problem was "pre-existing". This was in fact not the case because the icemaker had been working for the entire 2+ years we have been in the house. He was then told that we would have to pay to have another contractor (of AHS's choosing) to come out and evaluate. If they determine the same issue they will NOT cover. If something else is determined- then I guess we likely run the risk of starting this game over. We, of course, could not choose our own contractor to come inspect. After expressing our dissatisfaction with this option, he asked to speak with a supervisor and was told that is not possible. The Representative then hung up on him. He tried to call back and was hung up on again. Fast forward some days- I acquire the report from the technician which does not indicate any "pre-existing" language. I attempt to call AHS and get some resolution. After waiting 20 mins, I reach a man who puts me on hold and then disconnects. This happens again. I finally reach a woman who at least seems to make an attempt to help. I was told during this conversation that AHS made the decision that the problem "pre-existed" the activation of the account. Again, this appliance had been working up until the day we called. I was also told that there was another report regarding this appliance that could not be given to me. I asked for a supervisor again and was told this is not possible. There is also no way to email the supervisor. I was told that the supervisor would call me back. I am still waiting.
Per the terms of the contact, this item is absolutely covered. Now I am attempting to figure out how to wade through a murky "appeals process". Additionally, I have can only hope I do not have to go through this same thing regarding the freezer.
This warranty appears to be a scam. We are paying our monthly premium but cannot get any level of service outside of a generic call center script.