American Home Shield ProConnect

Terrible business model. Had a time booked from 10-12. I Missed a call at 1054 and I called them back at 1056. They said since I missed the first call the technician canceled my appointment. They said they couldn’t do anything even though I called back less than two minutes later. I would understand if they came to the house and no one was there but cancelling an appointment because I missed a call? That’s crazy to me. Like I am dumbfounded. I rearranged my day so I would be able to be home all morning and they didn’t even put in the slightest effort to even show up to an APPOINTMENT! They never even came to the house.

Expanding on my review below. AHS responded to my review with the same phone number by which I have spent countless hours being given the run-around. While I can appreciate the response and their desire to show potential clients that they are responsive, without providing a direct line of contact, my issue remains.

I had an absolutely horrendous experience with American home shield. I am a realtor and, as such, I’m offered special plans that are not offered to the general public. The plan that I selected, included unlimited refrigerant. This was written in my contract explicitly although hard to decipher, and on the website in multiple places when advertising the features of my plan. Still, the unlimited refrigerant was not honored and despite over eight hours on the phone with American home shield trying to rectify the situation, I cannot be transferred to any senior representative nor could I get in touch with the authorization department as they are a separate entity that does not allow client interaction. Despite paying for a premium plan that covers unlimited refrigerant, I was still denied this coverage and forced to pay for refrigerant in my air conditioning repair. I cannot refer American home shield any longer to my real estate clients and will not remain a customer myself. Throughout my many phone calls, I did interact with many representatives who were willing to help but only a small subset of these were able to truly understand the issue. Even so, they did not have the authority to rectify it.

Contacted via phone, received same day service as advertised, very responsive to my questions, a reasonable and less costly service fee than three other companies I'd called. The operator I initially spoke with was polite, helpful, and responsive in answering my questions.

The service individual who arrived on time, during the window quoted for service, was friendly, professional, answered my questions. He was very helpful and I'm impressed with the Service Company.

Had a HVAC checkup completed and the service was above and beyond my expectations. The service person was on-time and very friendly. Provided details of my service in an easy to understand manner. Very happy.

I made appointments through them twice and both times it was a no call no show situation. This first time I was told that I had called and cancelled (I hadn't) and the second time the "pro" (what they call the subcontractors) stopped responding to dispatch. For all they talk about vetting their people it is clear that they do not have a good relationship or awareness of the folks doing the work. I will be working directly with a local business in the future, this was not worth the effort

Did an inspection of my heating system to make sure it was working properly. Arrived within the time frame given. Were professional, friendly and polite. Have used American Home Shield in the past and would again if needed.

We discovered a water leak in our kitchen in the middle of the afternoon, and I was able to get someone scheduled to come out the next morning! He was early and very professional, friendly, and knowledgeable. He quickly diagnosed the issues and we decided to get a new fridge. They had a relatively low cost to come diagnose the issue so we were very happy. I really hope that we don’t have any more appliance issues, but if we do, we will definitely call them again.

Organization has been quick with connecting you with local businesses to schedule repairs, however slow on reviewing estimate vs. repair reports (waited 1-month before hearing back about washer and dryer units if could repair or replace).

Everything that happened with my request went well . From the ordering of the inspection of my home's HVAC to the actual inspection and review , all went very well .
I was happy with quickness from American Home Shield to get me an inspection and from inspectors that had been here before .

I contacted Pro Connect and scheduled a washer repair. I was told that that repairman would be there the next day (March 31) between the hours of 2 pm - 4 pm. I took off work early to ensure that I would be home. I received a text from "Carlos" at 3:00 pm indicating that he was on his way. By 5:15 pm, Carlos was a no show. I sent a text asking where he was, and he responded that "He doesn't go to that neighborhood." Wait, what?! I waited all day for this appointment --- and he doesn't go to my neighborhood?! I called the company and told them what happened. They admitted that they use outside contractors and rescheduled me for today (April 1). Again, I took off work and waited for the repairman to show up, only to be told that they were having a hard time getting a repairperson out to me today. When asked why I am just finding this out now, the person on the other end of the phone didn't have an explanation other than the same excuse I heard the day before --- that they use outside contractors, and that I was beholden to their existing repair schedules. This was awful to find this out now, considering valuable time had already been wasted. I would never use this company, nor recommend them to anyone. They are unreliable and do not have their act together. Phoenix has many other reputable repair companies to choose from. Bypass this one. Run the other way.