We purchased our home in February, 2019; AHS warranty was included. When the ice maker failed we requested service. From early in 2019 through July 2021, we continued to request service on this same SubZero ice maker. It would work for a short time and then fail again. It rained and froze inside the ice maker this spring 5/2021, and we again requested repair. A different service group came (this was a relief because the Valley Appliance people were clearly incompetent). ADA Repair came ordered a new ice maker which failed in about 2 weeks; they returned again and told me they would order another ice maker as they felt the one installed would fail again. The one installed worked for 2 weeks and when they called me I told them it was working. About a week later it failed again. Instead of raining inside the freezer or producing and over flowing ice, it just stopped altogether. I called again.AHS promised to call me and waive the $75 fee, but they failed to return a call. A week passed and a contractor we use noticed our baseboards were popping off the entry to the dining room and the wall behind the freezer. He told us that we had a leak- behind the freezer. We needed a plumber - so I paid AHS again for a plumber who spent 4 minutes in our home and declared it NOT a plumbing problem, and left. He was so unconcerned about the job that he did not move out the appliance or check anything other than lay down on the floor for about 1 minute. AHS refused to waive the $75 fee and the appliance group ADA returned again. They looked above the freezer compartment and said lines were cut and they would "turn it into insurance" or something similar. At this point, and the first time ever, I got an email from AHS marked urgent. I called and talked to Ally, and I politely asked for management. I told her that my problem had huge history and I did not think she could help me. She insisted she could. I proceeded to tell the story and she interrupted me, saying she had information for me. I told her I wasn't interested in her information until I felt that she actually heard what I was saying and why. I finished explaining and asked 4 more times for a manager. Ally then read me a number and letter point in my contract which had been construed to declare my freezer/icemaker/water leak problem they had been servicing at least 10 times in over 2 years was ineligible to be repaired. I insisted on talking to management and Ally put me on hold. At this point I had been on the call about 20 minutes. I waited for about 12 minutes and Ally came back on the line. I asked her if management was on with us and she told me she had just put me on hold so I could "calm down." I asked her if she was a therapist in addition to her job with AHS. She finally told me she would turn the issue into their group that handles the relationship between the contractors and AHS. It seems they are not at all interested in their customer concerns, as she told me these issues are handled by that group in the order in which they are received. At this point - insurance adjusters have arrived thanks to Allstate and are ready to help me dry out. Unfortunately, I am in limbo on my SubZero. There is zero follow up or concern on AHS's side of this equation, but the length of time they serviced that SubZero and failed to discover ANYTHING that was causing water and potentially mold damage is just too much to ignore. The advertisements that flow from that group show happy women without a worry as their kitchen sink blows water and their air conditioner blower doesn't shut off. The ladies say if they can't fix it AHS will replace it. I say - bring me a new SubZero and a HUGE APOLOGY.