Home Warranty Firm Accused of Not Paying up When Appliances Breakdown

American Home Shield (AHS), a leading home warranty provider with over 2.2 million subscribers, is facing criticism from customers who claim the company fails to honour its promises to repair or replace broken appliances.

Despite recent advertising efforts featuring former Saturday Night Live cast member Rachel Dratch, which boosted AHS's brand recognition, several consumers have reported struggles with receiving services for common household issues.

One such customer, Julian Sanchez from Las Vegas, described how AHS mishandled a malfunctioning air conditioning unit. After the company sent a technician to inspect his 15-year-old AC, the technician left the unit in worse condition, removing a part and leaving it on the roof.

Sanchez, who had been paying his monthly premiums regularly, said that his attempts to get help from AHS were met with long wait times and unhelpful customer service. The lack of timely resolution left his family to endure the sweltering summer heat, as temperatures exceeded 100°F for over 100 days that year.

The complaints reflect broader dissatisfaction with AHS's customer service and its ability to fulfill its warranty commitments.

Customers accuse the company of improperly denying coverage or providing subpar service, especially for appliances that are supposedly covered under their plans, including items that are older, have pre-existing conditions, or are hard to diagnose.

As AHS continues to grow its business, these ongoing customer grievances highlight concerns about the company’s ability to meet the expectations set by its aggressive marketing and public promises.
Source: NBC
Edited by: Evans Momodu