American Home Shield Will rip you off whenever possible - No Customer Service Flower Mound Texas

I am writing to express my extreme displeasure with American Home Shield customer service and handling of our issues that have arose related to warranty coverage. We recognized a problem with one of our air conditioner units, which was under coverage in our contract. We contacted American Home Shield immediately to address this issue.

A local service company (AHS assigned) came out to inspect the problem. We were informed from this company that this problem would fall under coverage in our AHS contract. Days later, we were contacted by AHS to be informed that this air conditioner issue was not covered due to lack of maintenance'. I expressed my dispute to this and inquired on how I dispute this. I requested a second opinion but was told that this was not possible. I then began my attempts to contact the service company which came out for inspection.

I left four messages and requests for the serviceman to contact me to discuss the discrepancy. I could not get in touch with this person.
Then I went back to AHS to discuss the problem. We were looking for an exact explanation on what happened and what we needed to do. The customer service representatives were very unhelpful and out of line. We requested a second opinion again and were told that a second opinion must be requested within 48 hours of the original service. This information was frustrating as we were told that we could not get this request during our first phone call. All we wanted to do was verify the situation and we received no valid information from AHS representatives and we could not get any information out of your assigned service company.

Eventually, we had to handle this situation on our own. We had another service technician come in to inspect the air conditioner unit. This serviceman inspected several locations of the house to verify the problem. He came up with a completely different analysis from your assigned technician. We were informed that this problem was not a result of lack of maintenance' as originally diagnosed.

This information infuriated us since this is why we expressed our concerns originally. We ended up paying $ from our pocket, while we were supposedly under contract for warranty coverage on this specific situation with AHS. We again attempted to discuss this with their company. AHS continued to avoid our true concerns.
Customer service and respect should be a top priority at this company. Especially as they consider themselves to be the industry leader and innovator in terms of quality service and protection for homeowners. However, I am frustrated when I say that we did not receive that from American Home Shield.

Aaron
Flower Mound, Texas