American Home Shield Never sent water heater payout. Memphis TN

In June of 2021, one of my water heaters started leaking. (Request# 68220567) AHS sent a plumber to access the problem. The plumber determined that the water heater was beyond repair and notified AHS. AHS offered us replacement up to a certain dollar amount, or they could send a payout and we could have the work done ourselves. I opted for the payout of over $600. I was told they would send the check in a few weeks.

I never received a check. I called back many times. I wasted a LOT of hours just sitting on hold, would get transferred to the wrong department, suddenly get hung up on. Every now and then I would get someone that would try to help, spend time looking into the issue, and then promise that the check would be sent out THIS time, only to still not receive the payout.

I tried online chats with customer service. I was told that they submitted a form to their Accounting team to provide an update on the check, and that it should take 5-7 days. Again, I heard nothing. Another chat I was given a direct number, only to have the representative tell me I had the wrong department.

AHS has a history of doing this. They have numerous unresolved complaints on several consumer sites. They drag things out in the hopes that the customer grows tired and gives up. They have only gotten worse since the pandemic started.