American Home Shield ProConnect

I contacted this company to book a technician online. I filled out the form which took approximately 10 to 15 minutes. After completing the form I received a text from the company telling me that the technician had been booked and that I would receive a text from them when he was on his way. Approximately 1 hour later and after I had already made arrangements for the Tech to be at the job site I received another text from Pro Connect telling me that my booking had been canceled. I called them to see why they unilaterally canceled the appointment and they told me that they did not have a technician to come out. I asked them why they sent me a text telling me that it had been booked. They said that all bookings were subject to availability of technicians. I asked them why they didn’t tell me that and why did they send me a text saying that the appointment had been booked and that the tech was coming out. They again reiterated that all bookings are subject to availability. I told them I didn’t understand why they didn’t just say that in their text to me. If I knew that I wasn’t going to be able to get a technician or that I might not get a technician I would’ve gone elsewhere. This company is really bad. I would never call them again. The only reason why I called them at all was because they use the name of American Home Shield which is a well-known company. Unfortunately, pro connect is nothing more than a call center to find a technician that’s available.

The repairman from pro connect was on time and did an excellent job. He explained everything to me and I was extremely satisfied with his work. American home shield on the other hand over charged me then pretended like they didn't send the service provider to home and had ni knowledge of the service. Although they sent me a thank you and survey after the service was Complete. I have been a customer since 2013 and have had a financial issues 3 out of the 4 times I have called them in 10 years,

I would not recommend ProConnect due to how they mark up parts and the unreliability of the diagnostics.

We had a Maytag dryer that was blowing cold air and called American Home Shield ProConnect. During the diagnostics, the technician identified the main control board as the issue and quoted us approximately $500 for the repair.

1) Unreasonable Part Mark Up: ProConnect marked up the part by $136 in their estimate.

2) Labor Charge: They were proposing to charge us $174 for a 15 minute repair.

3) Inaccurate diagnostics: Given the high cost, we had the diagnostics checked before making any decisions, only to find our control board was fine.

When I called AHS to discuss the issue, they provided us no viable resolution. They would not send someone to confirm the diagnostics and they would not guarantee the diagnostics unless we paid for the $500 repair which was not the issue or we paid another company to perform the repair and they documented they successful completed a repair for another issue.

I set an appointment for 1:30-3:30pm. I had waited since 12:30pm for the worker to arrive. 3:11pm I get a quick call which I missed then at 3:14pm I get a call from their service center and a text at 3:15pm. I call back at 3:17pm and the worker had left.
There was no knock on my door during this time and I was simply at home temporarily away from my phone. I expected a knock on the door but was never given one. The service center failed to do anything about this and simply wanted to rebook the appointment.
At this point I have officially wasted my afternoon all thanks to American Home Shield ProConnect.
Will never recommend their services.

I took advantage of an AHS promotion for a seasonal tuneup of my HVAC system. They assigned the work to a local contractor by the name of Anthem Air Conditioning. The communication from/with the company prior to the appointment was great. However, the technician appeared tired and disheveled upon arrival and didn’t explain what he planned to do during the short visit. AHS had communicated a list of specific actions that would be taken but I’m not sure they were completed and I wasn’t given a checklist saying these were performed. I feel like my $75 would have been better spent had I contracted directly with a local company after researching them. I will not use this service again.

UPDATE: After posting this review and being contacted by the service provider, my concerns were sufficiently addressed. My adjusted rating would be a 4 as result, not the 2 from my initial post.

I’ve been using AHS now for nearly 6 months and have appreciated the services provided by the local companies they use. AHS has been very responsive to repair requests, sending technicians within a day or two usually. If something needed to be replaced, they have done it without any issues. Overall, I value the service I receive from them for my duplex.

Fabulous service. They scheduled my repair consultation right away and sent a great guy! My freezer stopped working on one of the hottest days yet this July 2022 and I was desperate. American Home Shield responded instantly. They had to order parts but expedited this. So professional…so honest and so friendly. I can’t thank them enough!

I would give zero stars if I could. We contacted them and made an appointment in June 2022.

6-17-22: They sent a technician out within a the week and looked at our Samsung Range and determined that it needed a new display control board. He said it would take about 1 week for the part to arrive and that he would let us know when he can come out.

7-1-22: I waited 2 weeks without hearing back from this company. When I called the company they apologized and attempted to contact the technician while I waited on hold. They were unable to establish contact and promised to call me back with an update. No one called me back.

7-8-22: I called and again and was finally told that the part was back ordered and that he was waiting for the part to arrive. 3 weeks after the diagnosis! They said the part was expected around 7-22-22.

8-5-22: Not having received any update from the company, I called again. I spoke to Becar(sp?) who apologized and promised that he would make it his mission to resolve this issue for me.

9-2-22: Not having heard from anyone at American Home-Shield Pro-Connect, I called yet again and spoke to Mario who said he would escalate this to his manager and call me back the next day as the manager was not in at the moment.

9-9-22: Called and asked for Mario to get an update. Mario was not available, but Alex promised to have Mario return my called.

9-23-22: Called and asked for a refund. Luis told me that he is not able to give me a refund, but that he would get a different tech to come out and repair my appliance despite failing to do so for over 3 months. He said he would waive the diagnostic fee for this second visit. (Is that actually a favor for me?) Scheduled an appointment for 9-26-22.

9-26-22: The same exact technician as the the initial visit (Max) shows up. When he arrives and sees my face, he realizes that he's been to my house before. He doesn't even bother to do any diagnostics as he knows exactly what part is broken. He orders the part on his phone and promises that the part will arrive in approximately 1 week. We make a follow-up appointment for him to come and install the part on Tuesday, 10-4-22.

10-4-22: I call him to confirm that he is still coming to my house with the part in hand and he informs me that the part arrived damaged and that he will have to re-order the part. Oh well, stuff happens, right? We agree to postpone the appointment to Tuesday 10-11-22, exactly one week later.

10-11-22: I call Max to confirm our appointment. No response. I text him and call him multiple times.

10-12-22: No response to multiple phone calls and texts from Max.

10-13-22: No response to multiple phone calls and texts from Max.

10-14-22: Called American Home Shield Proconnect to complain and ask for a refund. Luis notes that per the terms and conditions that I have agreed to, they cannot/will not issue a refund, but that this time, for sure, they will send a DIFFERENT tech out to diagnose and repair our range. I ask for someone to come out on Saturday, 10-15-22 to come out if possible. We tentatively set the appointment to 10-15-22 between 2 pm and 5 pm. Luis agrees to take $25 off the repair fee for my troubles. At this point, I would rather not have any more dealings with these guys, but since they will not issue me a refund, I reluctantly agree to give them one more chance.

10-15-22: I receive a text message informing me that they have no technician available for service on this day and rescheduled the appointment for10/17/2022 between 3 pm and 5 pm through the automated system.

10-17-22: We receive another text message informing us that they are unable to keep their appointment, inviting us to reschedule the appointment yet again.

10-17-22: I want to call. them and demand my money back, but I know they will refuse. I am pondering taking them to Small Claims court for breach of contract, but I am not sure it is worth my time for $49.

Stay away from these guys! They are utterly incompetent!

I'm a professional in the construction (Architect and Contractor) business for over 42 years, do I know about service, my second time using them, today's appliances don't last long any more, bottom line THEY ARE GREAT.

Made an appointment to have my carpet cleaned when I moved out of my rental. I was called 30 minutes after the appointment was supposed to start to be told that it would be canceled due to overbooking. I explained that this was the last day I was in my house and I would be charged a large fee. Technician said that he would fit me in and give me a call back. I get a call from the main office an hour later stating that the technician was having car issues that need to be canceled. I called them out on their lie and was told I would be called back. An hour and a half after the appointment was supposed to end I get a call with another technician blatantly lying saying that they had tried to call and leave a voicemail when that never happened. I do not recommend, this company is very unprofessional.