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| - TLDR: As many other reviewers say below, AHS is a big SCAM, and I wish there was a 0 star rating. I wish my real estate agent / mortgage company had chosen a different home warranty.
The first day in my new home, I found my fridge was not working (it had been functional at home inspection per the home inspector). I called AHS - got to an agent after waiting on the line for about 45 minutes. They charged me $75 "service fee" to have a SEARS technician come out after 3 days of my call. I lived without a fridge for a few days. The SEARS technician serviced my non-working refrigerator (this was early August). He found a frozen drain and coils, and a completely stuck fan in the freezer. He fixed the problem by defrosting the coils, flushing the drain with a power hot-water hose and cleaning up all the ice. After roughly two weeks of that service, on August 18th, the fan in the freezer started producing a really loud clunking sound. I think my neighbors would have been able to hear it. I called AHS on a Friday afternoon. They said SEARS is closed for the day and through the weekend, and to call back Monday. I called SEARS Saturday morning. They said they are open, and could send a technician but would have to charge a service fee. If I went through AHS, since this would be a recall service, I wouldn't have to pay the fee. I called back AHS again (waited for 40 minutes to get to an agent). They "called SEARS" and found out they are closed. When I said I had called SEARS and that they were open and I had the direct line for the person I had spoken there, the woman raised her voice and asserted SEARS is *closed* and to call back Monday after 9 am MST. Well, I lived with that noise, and called back Monday morning from work. It took me an hour to get to an agent this time. They said SEARS is booked until the next month (which was obviously garbage), and upon asking them to give me the earliest possible appointment with ANY company, they scheduled service with United Service of Arizona for a week later. That was the earliest available. I muddled through -- with ear plugs on all night -- for about a week. Today (9/1), the United Service of Arizona technician arrived and found the drain was (again!) completely frozen and there was a high ice build up beneath the fan in the freezer. He did not have the power hose the SEARS technician did. He asked me why AHS had "not sent the same guy" as before. Well, I spared him the long story. I felt bad for him, as he did the best he could -- heating water in a cereal bowl in my microwave oven and used a rubber dropper to periodically drip hot water into the drain -- in trying to clean up the drain. After trying for half an hour, he could get rid of the ice underneath the fan, but was not able to clean the drain. Obviously. More importantly, I asked him -- since the drain had refrozen and the fan stuck in two weeks since the last repair, whether the fridge should be recommended to be replaced to AHS. This is because AHS would only authorize replacement if the technician says that is necessary. He said "I cannot do so unless there is a missing part that cannot be found". "Moreover, repairing is our business - we get paid when AHS sends us over", he said. Well, I thought to myself -- I guess I will be calling AHS every two weeks for the next year for a frozen drain, wait for an hour until I can speak with a representative on an average, and get scheduled with these ill-equipped technicians who don't even have an equipment to clear up the drain, and wouldn't recommend replacement since that is bad for their business. I will try to follow up with AHS one last time, and will try to get SEARS back in my house to see if they can help. But I am not optimistic. I think AHS' trick is to passively coerce the customer to just pay for a new appliance - which I guess I will have to do at some point if I intend to maintain my sanity.
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