Complaints

• Initial Complaint

  11/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My home warranty company sent them out to fix the issue. They had to order a part. It came in a week later and they came out today 11/14/23 to fix the issue. After 15 minutes, the tech said he had to go buy a tool to reach the part and it would be done quickly with said tool. Two and a half hours later, I called the tech to check on him as he wasn't back yet. He said he got a flat and would be there in an hour since the tow truck was 45 minutes away. Two hours later and still no tech. I called him a couple of times and no answer or call back. I received an email from the warranty company saying the job was done and to rate it. I would love to see the owners response on this as there could be no excuses about not being there or some sort of scheduling issue. This has got to be the worse company in my opinion and I can't see how they're still in business. This says a lot about the home warranty companies who continue to use this horrendous company. I one hundred percent believe the tech said f it and just left knowing he wasn't coming back, real class act.

• Initial Complaint

  10/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The initial response time was great. They showed up on time, on 10/23/2023 did the evaluation but that is where it ends. I called for clarification on the project (what kind of water heater would we be getting, would they remove the old one and if not where they would install the new one). Seems like pretty basic info. I was told they would return my call after speaking to a tech. I left messages and called multiple times, with absolutely no calls back. I'm going on over a week now without hot water. I paid a service fee for the visit and then they charged me $200 to replace the shut off valve on the old water heater to get us by with running water in the house until we could install the new one. I would never recommend a company that can't follow basic customer service practices. Extremely frustrated and disappointed. Stay away from this company.

  Business response

  11/27/2023

  We aplogies for any confusion but we were informed by your warranty company on 10/25 that you were taking a cash out. We were called out by the warranty companyto service this cusomer on there behalf. Once the customer is talking with there warranty about a cash out we can no longer get involved. this is our contract with the warranty company 

• Initial Complaint

  10/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  American home shield send AZ remodel and plumbing September the 29th to fix delete from my garbage disposal the technician stated that there was a hole in the rubber part and that it was not from wear and tear that is sharp object had put a hole in it I had someone to look at it and it does have a hole and the rubber part is all rusted out and needed to be replaced that it was wear and tear and old but American home shield will not cover it now because ** technician has put in the force diagnosis tried to reach them no response American home shield reach out to them with no response letting them know I did not agree with that diagnosis thank you *************************

  Customer response

  10/31/2023

  Yes I would like this company to refund me my service fee of $200 that I had to pay for them to come out which was no work done to my garbage disposal

• Initial Complaint

  07/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 7/3/2023, my husband I put in a service request to American Home Shield for a leaky pipe. ** Remodeling and Plumbing were dispatched to our request and we received a text message that our appointment had been scheduled for 7/4/2023 between 10 am and 3 pm. We received a text message on 7/4/2023 at 8:41 am that "a skilled technician from **... is on the way." The technician arrived at 9 am, totally fine, as it was a holiday. The technician was super nice, assessed that it was the hot water drain valve, said he tightened the valve and would be back either Wednesday or Thursday with a cap for the drain. I said that that would be great as I would be home both days all day. 7/5/2023 my husband and I receive and text saying that our service appointment has been scheduled for 7/10/2023 between 10 am and 3 pm (my husband also received an email). I promptly texted back that I had an appointment that morning, can we reschedule for between 12:30 pm and 3 pm on 7/10/2023. No one got back with me, so I called ** to let them know that I would not be available any morning the week of 7/10/2023, but I would be available any afternoon that week and that I could even make 12 pm - 3 pm work for the appointment to finish the job. I was told that I could reschedule but that they can't guarantee that the tech could come in the afternoon. The lady that I was speaking to told me that she was going to try to contact the dispatcher, and after a brief moment, came back to tell me that my husband was talking to the dispatcher. I asked how I could get in contact with the dispatcher and she said that I couldn't because my husband was already talking to her. Meanwhile my husband was talking to **'s dispatcher who out and out right told him no, that they cannot reschedule for the afternoon and wouldn't even even **** a preference for the afternoon. After finding this out, I contacted American Home Shield to step in on our behalf as we were trying to be responsible patrons and that that ** is contracted by AHS. I first contacted AHS on 7/5/2023 at 10:34 EST to report what happened with ** and to get help rescheduling our 7/10/2023 appointment. The agent apologized and said that they would reach out to the ** to assist. She said to wait until the end of day and that ** would contact me. Fast forward to 4:37 pm that same day when I hadn't heard back from **, I called AHS again. The agent apologized and said that they would reach out to ** to assist and that someone should be calling me to reschedule my appointment. This agent told me that they had tried calling ** and that they left messages, got through and the line was dropped and that they called the tech and the tech hung up on them. She said she was going to try again and to keep the line open as someone would be calling me. So I wait all day Thursday and no one called. I waited Friday and no one called. I call AHS today, 7/9/2023 around 3:26 pm EST, and get connected with another agent, G/***. I explain what happened and he told me that he was going to reach out **. G/*** explained that if he didn't hear back from ** within 4 hours he would call me back and he would transfer the service request to a different contractor. Fast forward 4 hours and I never received a call. So, I call AHS again, at 7:39 pm EST and get connected with yet another agent. I explained what happened. This agent said that they would have to reach out to ** again. I had completely lost faith in this method at this point. I, being extremely frustrated asked to be transferred a manager which at AHS is the ************************ I am in tears at this point. I get connected to ****. **** was not very good at de-escalation or customer service as he told me that there is nothing we can do today because ** is closed and that I would have to wait until tomorrow. The day of my appoint. He then tells me that ** said, in my file with **, that they showed up to our house on 7/4/2023 and that the work wasn't completed because we were not there. I have the invoice from 7/4/2023 from ** with a billing number to AHS. And we were home all day. Now this frustrated me even more and I was almost inconsolable at that point after fighting for days to get a cap for our hot water heater drain valve. **** said that disputed it with **, even though I have the invoice from ** from 7/4/2023, and that he cannot do anything until tomorrow morning, 7/10/2023. I asked ****, since my appointment with ** in now miraculously between 9 am and 12 pm on 7/10/2023, according to AHS dispatch on our customer account, what is going to happen if we are not here tomorrow morning and ** comes even though I have been trying to get the appointment changed for days. He said that there would already be something in my file about my complaint about rescheduling. Again, totally lost faith in this method as there are things that have not made it on there already obviously. He promised that he would contact ** and that he, ****, would call me tomorrow, 7/10/2023, by 1 pm EST regarding a solution. I am not very hopeful. I also asked **** how they vet their contractors because ** is picking up their phone calls and that I was concerned that this tech was now just some guy off the street and he couldn't give me a straight answer. I would like this matter resolved, an appointment by ** in the afternoon to finish the job, a sincere apology from AHS and not the run around, AND our contract with AHS not to expire and not be renewed as it expires on 8/31/2023.

  Business response

  07/11/2023

  Customer was scheduled on 7/4, a holiday for service. It was determined that we needed to get parts and authorization from the customers warranty company. We were able to return 7/9 with parts which cusotmer was not available. Customer is now on schedule for tomorrow ********* to complete the job.

  Customer response

  07/11/2023

   
  Complaint: 20295931
  
  I am rejecting this response because: I am still not available in the morning. I am available between noon and 3 pm, which we have asked numerous times for and have been denied or not answered (AHS inquiries ). I don't understand why you cannot give us an afternoon preference when we are trying to be responsible business patrons and not waste your business's time or ours. Your window says to be available between 10 am and 3 pm. That is the whole day. Your tech could easily come to our house as the last job of the day. 
  

  Business response

  07/27/2023

  We schedule in windows of 8am-12pm or 10am-3pm. We tried to accomidate customers requested by arriving after 12. We called customer  several times to confirm they are home as tech was in route@ 11:21AM as per our company policy.
  No one answered our calls or called us back until later. Customer then told us that she does not have to answer her phone , that we just need ot go to her house. We do not do business like this! Customer has the option to call us and to schedule her next appt with is in a time window of 8am-12pm or 10am-3pm. ************** will call custoemr when he is in route and must recive an answer to confirm they are home or we will not proceed. This is how our company operates. 

  Customer response

  07/30/2023

  
  We schedule in windows of 8am-12pm or 10am-3pm. We tried to accomidate customers requested by arriving after 12. We called customer  several times to confirm they are home as tech was in route@ 11:21AM as per our company policy.
  No one answered our calls or called us back until later. Customer then told us that she does not have to answer her phone , that we just need ot go to her house. We do not do business like this! Customer has the option to call us and to schedule her next appt with is in a time window of 8am-12pm or 10am-3pm. ************** will call custoemr when he is in route and must recive an answer to confirm they are home or we will not proceed. This is how our company operates. 

   

  The first time AZ came out to our house, no one called to confirm. We both received a text message and the tech came. When they called, my husband was in an emergency meeting and could not take that call. He called as soon as he could. No one ever offered us 8 am - 12 pm or 10 am to 3 pm. I feel like they are making up policy when it suits them. AND NO ONE FROM AZ EVER TRIED TO ACCOMMODATE US. I want that to be super clear. If they had, it would have been super clear and they would have scheduled afternoon as we called and tried to with them several times. Yes, I was frustrated and told the tech that I spoke to that we didn't have to answer the phone to confirm the first time he came out. No one told us that we had to answer the phone to confirm. We thought that, like the first time, he just came out. And that the text message sent to us did not say anything about confirming, just that the tech was on his way and to contact them if we have any questions. And yes, I told them at this point, I had made myself available as per their orders between 10 am and 3 pm and that they just needed to finish the job. (Which they still haven't.) Again, I feel like they are very unclear about "company policy" and use this when convenient for them. I also believe that their many many complaints on many different venues (including here on BBB and other websites) against AZ and AHS speak volumes for both companies. That combined with the lack of resolutions makes me question how both companies are still in business. 

  Customer response

  08/02/2023

   
  Complaint: 20295931
  
  I am rejecting this response.

  
  Sincerely,
  

  C.K.

  Customer response

  08/02/2023

  I am not happy with the way that this problem was resolved. This business continues to operate and is contracted by a home insurance company and continues to receive complaint after complaint after complaint and nothing is done other than an email on BBB. I wish something more could be done or that this business would do right by their customers. 

  Business response

  08/11/2023

  We schedule in windows of 8am-12pm or 10am-3pm. We tried to accomidate customers requested by arriving after 12. We called customer  several times to confirm they are home as tech was in route@ 11:21AM as per our company policy.
  No one answered our calls or called us back until later. Customer then told us that she does not have to answer her phone , that we just need ot go to her house. We do not do business like this! Customer has the option to call us and to schedule her next appt with is in a time window of 8am-12pm or 10am-3pm. ************** will call custoemr when he is in route and must recive an answer to confirm they are home or we will not proceed. This is how our company operates. 

  Customer response

  08/11/2023

   
  Complaint: 20295931
  
  I am rejecting this response because:

  Again, I feel like they are very unclear about "company policy" and use this when convenient for them. I also believe that their many many complaints on many different venues (including here on BBB and other websites) against AZ and AHS speak volumes for both companies. That combined with the lack of resolutions makes me question how both companies are still in business. 
  
  Sincerely,
  
  *************************

  Business response

  09/10/2023

  We schedule in windows of 8am-12pm or 10am-3pm. We tried to accomidate customers requested by arriving after 12. We called customer  several times to confirm they are home as tech was in route@ 11:21AM as per our company policy.
  No one answered our calls or called us back until later. Customer then told us that she does not have to answer her phone , that we just need ot go to her house. We do not do business like this! Customer has the option to call us and to schedule her next appt with is in a time window of 8am-12pm or 10am-3pm. ************** will call custoemr when he is in route and must recive an answer to confirm they are home or we will not proceed. This is how our company operates. 

  Customer response

  09/11/2023

   
  Complaint: 20295931
  
  I am rejecting this response because: The first time ** came out to our house, no one called to confirm. We both received a text message and the tech came. When they called, my husband was in an emergency meeting and could not take that call. He called as soon as he could. No one ever offered us 8 am - 12 pm or 10 am to 3 pm. I feel like they are making up policy when it suits them. AND NO ONE FROM AZ EVER TRIED TO ACCOMMODATE US. I want that to be super clear. If they had, it would have been super clear and they would have scheduled afternoon as we called and tried to with them several times. Yes, I was frustrated and told the tech that I spoke to that we didn't have to answer the phone to confirm the first time he came out. No one told us that we had to answer the phone to confirm. We thought that, like the first time, he just came out. And that the text message sent to us did not say anything about confirming, just that the tech was on his way and to contact them if we have any questions. And yes, I told them at this point, I had made myself available as per their orders between 10 am and 3 pm and that they just needed to finish the job. (Which they still haven't.) Again, I feel like they are very unclear about "company policy" and use this when convenient for them. I also believe that their many many complaints on many different venues (including here on BBB and other websites) against AZ and AHS speak volumes for both companies. That combined with the lack of resolutions makes me question how both companies are still in business. 
  
  Sincerely,
  
  *************************

  Business response

  09/26/2023

  We have tried to accomidate this customer several times. Customer can call our office at anytime to scheudle an appt to complete the work order form the warranty company. We schedule in windows of 8am-12pm or 10am-3pm. The tech will call in route to confirm the customer is home as company policy.

  Business response

  09/26/2023

  We have tried to accomidate this customer several times with no resolve. At this point i do not think they are looking for resolve, I am not sure why they are nto wanting to call us back to schedule an appointment . Please let me know how to proceed from here to close this compliant out ? 

• Initial Complaint

  01/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  AZ REMODELING AND PLUMBING HAS TO BE THE WORST COMPANY TO DEAL WITH. MY WARRANTY COMPANY CONTACTED THEM FOR A PLUMBING ISSUE I'M HAVING. A REPRESENTATIVE FROM THEIR COMPANY CAME OUT AND MENTIONED THE OVERFLOW IN PIPING NEEDS TO BE FIXED. NOW ALL OF A SUDDEN MY WARRANTY COMPANY IS TELLING ME THAT I NEED TO PAY FOR A *** TO BE REMOVED IN ORDER FOR THEM TO FIX THE ISSUE. I KEEP TRYING TO CALL AND LEAVE VOICE MAILS FOR SOMEONE FROM AZ TO CALL ME BACK AND EXPLAIN WHY THAT WASNT MENTIONED AND NEXT STEPS. I'VE BEEN HUNG UP ON AND TOLD THAT SOMEONE WOULD CALL ME BACK. IT'S BEEN DAYS AND I KEEP HEARING THE SAME EXCUSE. THE TECHNICIAN IS IN THE ****** MEANWHILE THERE IS A HOLE IN MY FLOOR AND I CANT GET IN CONTACT WITH ANYBODY. VERY POOR CUSTOMER SERVICE. MAYBE ITS BECAUSE ITS WITH MY WARRANTY BUT I WOULD NEVER HIRW THIS COMPANY TO FIX ANY ISSUE. VERY UNPROFESSIONAL AND NOT SURE THEY HAVE EVEN MADE THE BEST DIAGOSTIC. I AM BEING TOLD THE *** DOESNT EVEN NEED TO BE MOVED TO FIX THE PROBLEM

• Initial Complaint

  12/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I have paid for a service with them and they dispatched AZ remodeling and plumbing services. The technician, *******, came out to my home at *************************************************************************, and started the job on my leaking pipes around 10am on 12/29/22 and informed he needed a tool and was going to the store to get it. He never called or showed back up after several hours. I called his number at ************ and he informed he would come back yesterday evening. He never called or showed. He also informed he could come back in the morning on 12/30/22. no one has showed up. I had to call the company and received a voicemail. I then called american home shield and they did not even know someone came out to my home yet. They also tried calling AZ Plumbing and could not get anyone. They informed they would call me back and escalate the issue if needed. I received no call and was just sent a text that now I am pushed out for an appointment on 1/3/22. I called American Home Shield again and they did nothing. Just said there is no other company to provide and no availability. I informed the job was not completed and the technician just never showed back up. I requested another company and they said there was none and requested a supervisor, and the **** **** told me he has one, but can't transfer me as they have no direct numbers. I then called AZ plumbing and informed of the issue and he then said the tool would not be in until 1/3/22 with *********** so they rescheduled me. This is not correct because the technician told me that he went to do other jobs and would return. I would like the job completed and my service fee refunded and the job to be finished today.

  Business response

  01/25/2023

  Customer wants a new tub, we work for the warranty- as much as we want to provide all customer needs, there is a limitation unto the warranty coverage. We have been indirect communcation with the customer. She's upset for getting a denail which is not Azplumbing's fault. She should have filed a complaint on her warranty for not covering her tub replacement.

  Customer response

  01/26/2023

   
  Complaint: 18661808
  
  I am rejecting this response because: the allegations are false. American Home Shield cancelled the request for their services about 3 weeks ago. I have provided American Home Shield with a proper diagnosis and estimate / invoice, from another plumbing company, which I had to pay out of pocket. I never told AZ plumbing that I wanted a new tub. Their technician never showed and I was only informed of this "new tub" diagnosis by American Home Shield. ** plumbing's supervisor, just called me from a ************ number on 1/25/23 at 11:56am asking if my issue was resolved and I am not sure why they were calling me, because I told them that I had to get another provider, since their technician never showed the 3rd time, which the supervisor set for a saturday appointment. The supervisor sounded confused and said he would call back and now I have this report from them. I have not called them since the issue happened and I had this complaint. I am not upset, but I do not appreciate them making false allegations against me. American Home Shield is aware of my issues and have contacted me, through the BBB, to try to resolve the issue. American Home Shield also tried to give me another provider, EB Plumbing, but I have already began to pay out of pocket for my plumbing issues. I am not sure ****** plumbing continues to make this issue worse. I have their phone records to prove the calls. 
  

  
  
  Sincerely,
  
  *******************************

• Initial Complaint

  11/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I initially called American Home Shield AHS *************** repair company) in Jul 2022 regarding my propane water heater not warming the water and the sensor giving an error signal. AMS sent a contractor AZ Remodeling and Plumbing, **** They fixed the problem by ordering a new sensor and sending it to my house. Once I received, I called the contractor which they came and installed it. The same day they installed it, I noticed a propane gas smell and it has continued to smell like it since then. I called the contractor and he said most likely is the pipe which he said he will return to titghten the k*** or changing the pipe. He never showed up. I have called AHS to reopen a new work order twice since then, explaining that this is a safety/health issue and a fire hazard. *** has tried to contact the contractor, they reach them and I get a text from the contractor with a date and time but they never show up. Again, this has happen 3 times already. All I want to for this pipe to be tightened or changed so I can sleep knowing that my family is safe.

  Business response

  11/29/2022

  We came out to the customer house and provided our professional diagnosis and repaired pipe that is attach to the heater, he did complaint that there is a pipe close to the heater that smells gas, nothing related to gas hose line we repaired. technician explained to the customer that this is a gas line issue not related to gas water heater itself, he may need to call the gas company and get it check. Technician also explained the he don't has the tools to fix the pipe only the gas company does. We informed the warranty company and told the gravity of his situation. We are returning today to make sure everythign we worked on is in safe working order . 

• Initial Complaint

  09/09/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  On 9/3/2022 I placed a service request with my home warranty (First American Home Warranty) and the Contractor was scheduled to arrive on 9/9/2022. The claim was in regard to a leaking shower faucet. The technician came to our home and after 30 minutes, he mentioned that there was a s**** that had lost its threads and he does not have a replacement with him right now, so he will go to a shop to buy the replacement and will come back to replace the s**** and try and fix the issue. Approximately 20 minutes after leaving our house, we received an email from the home warranty that the service had been completed. It is now two hours since he has left and I am assuming he is not coming back. The issue has NOT be resolved and the bathroom is not in working conditions right now. Defenetly do not recommend using them as it is just a waste or time and money!! They straight up lie to you.

• Initial Complaint

  06/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We were assigned this team through our home warranty (First American) contract on 6/17/22. *****, the technician on the initial call, was fine but he had to order a part and come back. Since then, however, every single encounter has been inconsistent at best and a mess at worst. They never called to schedule the follow-up, but on 6/22, they called to say our service tech was knocking on my front door - they were not, as I was working on my porch and no one at all showed up. They also NEV** ACTUALLY CALLED TO SCHEDULE THE APPOINTMENT on that day, but lied to me and told me they had. I rescheduled for 6/23, but on THAT afternnoon we got a call saying the tech was injured and needed the ** and they rescheduled for today, June 27, between 1 and 6pm. It's well past 7pm and no call, no show. I have already paid $85 for the initial service call and find their lack of professionalism unacceptable. They will lie, blatantly, to both customer and home warranty company.

  Business response

  07/05/2022

  CUSTOMER EXPERIENCE INFORMATION
  
  Customer Information:
  *********************
  1021 *************
  ***************, ** 33064
  Daytime Phone: **************
  E-mail: *****************
  
  
  customer is not telling the whole truth about this job, we did came out
  and diagnose the problem, and told her we will be coming back to get parts.
  
  as to the phone calls, her phone is screened and just goes to voicemail
  i think its for solicitors, we have made multiple attempts to reached her.
  
  customer demanded fix time to come out which is difficult for us to do,
  since we are in the service business, we also informed her of the delay
  due to a tech injury, i took it upon myself to give customers demands.
  
  So today, we gave her a fixed time schedule and we already fix the leak
  of her toilet.
  
  
  
  --
  *********************
  
  Dispatch
  *************** and Broward County
  ************

• Initial Complaint

  05/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My home warranty company contracted AZ Remodeling and Plumbing to replace a HVAC at my other property at *******************************************. Installation occurred on 4/16/22 but without a ******************** HVAC permit (illegal!) and no heat strips. I contacted AZ on 4/18/22 to tell them to obtain a permit; more recently regarding the heat strips. Numerous calls, texts, and emails to both AZ and the home warranty have not resulted in a permit or heat strips 3 weeks after installation. AZ did tell me after installation that the electric would not meet code, so my electrician pulled that permit and fixed those issues.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩