American Home Shield Home Warranty Plan Review

I have paid about $1000 in home warranty payments and service fees; estimated savings $350; net cost $650. So when the fridge's ice dispenser flap starts cycling on and off, with the control panel lights blinking like a Christmas display run amok, I called the place we bought the fridge from. As it's out of warranty, they said they'd have to call Maytag to see whether there's any sort of factory recall--it's only been out of warranty for a few months, but he was pretty sure that it was a bad circuit card. So I say I'll see if American Home Shield (AHS) will cover them coming out to do the work.

 I call AHS and say oh, by the way, there's an issue with my washer too, so let's see if it can be taken care of at the same time by the same company. Nope, says AHS, we only have 2 technicians in your area--the Albany NY area, not a major metro area but not podunkville either. And the company--which I greatly like and respect for their expertise--is not on their list of certified technicians. Reluctantly I agreed and left to grocery shop, leaving my poor husband to take care of the matter. Well, due to a communications mixup, the original store I called came on down to fix the fridge, arriving right after the AHS tech had said he had to go back after parts. (after telling my husband that if he gets our voice mail again, he won't leave a message). The AHS tech didn't have a really simple switch that the washer needed, even though my husband had told him on the phone what the problem was. Wouldn't you know it, AHS tries to justify this.

 In the meantime, the tech from the original store quickly fixed the washer and the fridge, although this cost me about $250, but fair's fair, and I didn't have to pay for the Maytag circuit card, Maytag did. The AHS tech stormed off in a huff after collecting his $55 service fee. I try to get AHS customer service, an interactive voice nightmare (there's no direct voice prompt to customer service; you just have to keep repeating "customer service" until the robotic voice apologizes for having so much difficulty understanding you and routes you to a live person. Not much of an improvement, they are just trained to repeat the company's party line. Fine, I say, I want to file an appeal of AHS's unwillingness to reimburse me for the service performed by competent techs who have a better attitude than their guy. Well, seems I have to mail in a letter with copies of receipts. How's that for plausible deniability. Same with a cancellation.

 So I go to the website and finally find a way to submit a "contact us" form; I asked for a real person. Said real person calls--the next day--and of course repeats the Para/line number in my "contract" that denies my ability to be reimbursed for repairs I arranged myself. Fine, says I, now enraged, I want to cancel. "I can't do that, I will send an email to the sales department, or you can fax in a request" No, I don't want to work so hard to cancel (and of course there's nowhere on the website to request cancellation) but I demand a written cancellation and that there are to be no more automatic charges to my credit card. "sorry, can't give you it in writing but I have removed the payment information."

 Yeah, you better believe I'll be watching my credit card statement--even they are up to date, I can file a dispute of charges online. Why not AHS??

 Unfortunately after the fact, I read the complaints at consumeraffairs.com and other like webpages...same old story here.