American Home Shield ProConnect

Worst service ever. The guy who came in was nervous and clueless. He ruined my hardwood floor, made huge dents. Ruined my custom kitchen cabinetry and was still not able to fix the dishwasher. He did not know how to put my dishwasher back in, kinked the tubing and made holes in cabinetry by putting screws in wrong position. All the damage done ended up costing more. Could have bought new dishwasher in that price. Company did not even respond to my email and have filed complaint.
DO NOT USE THIS COMPANY AT ALL.

The tech never showed. The appt was between 8-10. At 8, the tech called and sounded like he was still half asleep. I asked for his ETA and he said he would call right back. He never did. The company called at 10 to see how it went, and I told them he never showed. They rescheduled for tomorrow and I told him I did not want the same tech. The company called back and said they only had that one tech that serves my area (central Phx). They also said they have not been able to reach the tech to see what happened. Time to start again

*BEWARE* Do not use this service. They sent in a pro who put holes in and scratched the custom cabinets in my kitchen. He failed to complete any portion of the job correctly, and charged me for a part I didn't need. Company still will not provide me a copy of the terms & conditions I signed when requesting the service. They told me to "file a police report" as the solution. Zero follow up from the company (not the pro, who is equally as bad). Rude customer service when trying to get the issue resolved. Sent in videos and pictures as evidence, even more frustrated by the lack of follow up from the company to help us find a solution. Would not recommend or trust a pro recommended by this company to a friend or an enemy. DO NO PAY PRO"S DIRECTLY.

Justin from Element performed a maintenance check on my heating system. He arrived on time, was friendly and courteous. Never having had a gas furnace before, I had lots of questions which he answered informatively and thoroughly. He was thorough and professional. Because of him, I now feel able to maintain my gas heater and be safe. Thanks, Justin! The appointment was easy to make and timely reminders were sent.

We started having problems with our heater on December 25th 2022, so on December 26th 2022 we contacted American Home shield warranty company, who we have had an account with since we moved into our home over a year ago. They took our $100.00 deductible and sent out a technician from Mountain heating and cooling LLC on December 30th, he informed us that we have a bad high-pressure switch on our compressor unit and would need to remove the refrigerant to change it, and told us it would be over $1,000 to replace the refrigerant that he would be removing. The technician then left without leaving us any sort of paperwork or even a business card.
Since then, we have contacted them repeatedly to find out when the repair was going to be done can they informed us several weeks later that the technician still hadn’t submitted the evaluation of the needed repairs so we asked them to contact Mountain heating and cooling LLC to get things started since the weather has been below freezing many nights. We called them again a couple days later and they told us they needed to order the part so they could send it to the technician. This went on for multiple days with us calling for updates and after another week we informed them that we found the correct part for $36 and would purchase it and it would be delivered in 2 days and asked if they would send the tech out to install it and they informed us that no, if we purchased our own part they would not cover any of the repair. We also found the refrigerant new and factory sealed for $35 a pound but they refuse to use our parts.
They finally sent an estimate for repair on January 11th for $700 cost to us out of pocket even though we have a warranty with them, to replace a condensing unit and made a note that the pressure switch was shorted out (the pressure switch is not shorted out is open and our condenser unit inside the house they quoted us for is fine and was never looked at)
They informed us by text message sent on that date the part would arrive on January 25th, and they would schedule the technician to come out we didn't hear anything from them so we called them on the 26th and they told us it would be another week.
We contacted them again on January 31st to ask when they were going to be completing this repair and they told us they only get their parts delivered on Wednesdays.
We are supposed to call them back yet again on Thursday the 2nd to find out if they have received the part that they ordered, so they can send it to the technician. Contacted them on 02/02/2023 and they have not received the part and again we play the waiting game this company needs to work with the home warranty company.

I would give them a zero! We have been waiting for our refrigerator to be fixed 21/2weeks and see no chance of resolution for another week at least. A shameful sham. Everyone I have talked to says it has been a daunting experience for them. If they can’t provide the service they say they do they should be closed! All the reviews say they wear you down so you will just go out on your own and buy an appliance. They have limited contractors. They definitely sell and pitch something totally different than what they deliver! Boo on you American Home Shield!

I will not ever use or recommend this company to anyone. They came out to repair my kenmore refrigertor which I paid $ 354.74 on December 16th. On March 5th not even 90 days later my refrigerator is giving the exact same error message as it did in December. They want to charge me another diagnostic fee because it’s been over 30days. It’s the same issue. A issue I paid 354.74 to be fixed and apparently it was not. They just did a temporary fix and stole my money. Never again.

Please don’t use this company. Take the time and find a reputable professional yourself. The week of thanksgiving, a valve on one burner of our stove locked up. I made an appointment through AHS and it was the following day between 2-4. I make plans to leave work early for this app. The morning of the app, I repair guy calls me and tells me he can not honor the time slot given. He could do a 9-11 slot, mind you it was after 8 already. I had to call my wife and see if she could leave work almost immediately to make this app. She was able to and she sat at the house until 11:10, he was 10 minutes late, no call. Before even touching the stove made a comment to her that this was going to be a big job. My wife responded with “we actually just took the top piece off yesterday and it appears that a valve needs to be replaced. It was pretty simple to get to.” He tried to turn the affected valve and couldn’t turn it in without even taking anything apart said Yep that’s the problem I’ll order the part. He did say it could take up to 10 days for the part to come in so we set a follow up service date. As that service date got closer, we had to push it back a day for scheduling purposes, so we had an appointment for today, Saturday, 9 to 11. My wife has plenty of things she needs to get done today and is sitting at the house all morning. At 10:52, I get a text from AHS saying that the repair person has not gotten the part in and they would like to reschedule to Tuesday. My wife called and asked why we are rescheduling for a day when we don’t have the part in. They apologize several times but when my wife demanded a refund so we could go with a professional service. They advise that they cannot give us all of the money back. we originally paid a $99 diagnostic fee. We then paid half of the total invoice with the original $99 going toward that invoice while waiting for the part. We were told that the $99 diagnostic fee could not be refunded but anything over that could be. We’ve only paid $111 so far so thanks for the $12 option. Again, this is extremely unprofessional and they don’t care once they get that initial diagnostic fee how bad the repair people are. Please do not use this company, save yourself the headache, and find a reputable professional in your area.

Just an update, Abby from pro connect was a great help after seeing my review. She went the extra mile to make sure everything was done on time. It was nice that she made contact with me pretty quickly to apologize and to make things right.

At first, I believed that AHS was a great choice for in home repairs. That is until they "fixed" my dryer. My eyes were opened in disbelief. Ok, so they needed to order a specific part that was not readily available. It happens. But, when I started to get notifications from Ebay that I was getting a delivery, I was dumbfounded. I didn't order anything from them, I thought. Turns out that AHS can source parts from whomever and wherever they feel that they can get the best price from. Including as I found Ebay! But not to worry because AHS will warranty the part for 30 days! But, after that time period expires, well, you'll be expected to place a new repair order and pay another 100 dollars for the fix. So folks, if a bandaid can fix a problem for 30 days, expect a bandaid to be applied. Canceled my contract with them immediately as they cared not one iota of my concern and disappointment. If this practice doesn't bother you from a professional home service company, then it's your fire to play with.

I will give 0 star if i can. I had an appointment with American Home Shield ProConnect for Dryer Vent Cleaning. On that day, the serice guy did not show up during service window. About 2 hours after, he messaged me saying he had a conflict and was able to come fianlly. During the service, he recommended to move the dryer and washing machine to allow dryer connect direct to the vent outlet. I followed the "pro" recommendation. After he left, I found the duct was not connected back to the dryer properly. And since he moved the washing machine, the washing machine will now shake like crazy when in use. I called to flie a complaint and ask for a refund with the so called Pro Connect and the custoemr service told me they do not have an invoice for this service. I guess who ever come up with this "great idea" of ProConnect wanted to do business like Uber but without the ability to track and invoice all the service. No guarteen for the service level. No control on the service hour. Be aware of your money, because the so called pro connect will send some random guy who will not be able to do the job, and the ProConnect will not be able to provide customer service afterwards.

By the way, the customer service told me they are not really American Home Shield. So why do you think I would request service from your so called "Pro" Connect if you are not related to the AHS.