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Frequently Asked Questions

FAQ > Candu Customer FAQs

Candu Customer FAQs

Why did Candu change its name?

Today, we're bringing the Candu vision of "home repair done right" to more homes than ever via American Home Shield ProConnect™ - leveraging the industry-leading expertise of American Home Shield®, a name homeowners have counted on for nearly 50 years.

What can I expect with a ProConnect service experience?

ProConnect brings simplicity, transparency and peace of mind to the on-demand experience. You'll enjoy online booking, same- and/or next-day appointments in most cases, and a two-hour window for service. You'll also enjoy our new upfront pricing structure and we'll no longer require upfront payment to book a job. We think you'll love the ProConnect experience and can't wait to share more exciting updates as we grow.

I have an open service request - what will happen next? Do I have to work with a new technician to complete my job?
If you have an open request with Candu, it will be business as usual. If a new technician is assigned to your job, you will be notified via email with the update. Otherwise, everything will remain the same. You will not be charged more, and your service will be completed. Guaranteed.
Will you still honor the Candu Will Do Guarantee?
For all previously booked jobs, yes. You can call (833) 726-9450 to take advantage of the Candu Will Do Guarantee.
I have a promo code that I'd like to redeem but there isn't a place to enter it online. How can use it?

Your Candu promo codes are all valid for ProConnect. You can give it to your Pro when it is time to pay, or if you prefer, you can call ProConnect's support line at (866) 579-0405 and our agents would be happy to apply it for you. Agents are available Monday-Friday, 6am-7pm PST; Saturday, 7am-5pm PST and Sunday, 7am-2pm PST.

Who do I call if I have a question about an outstanding Candu service request?
Please call Candu customer support. Phone number (833) 726-9450. Support is available Monday-Friday, 8am-5pm CST.
Where can I get service in the future?
You can book any future service requests online by visiting AHS.com/proconnect, or call (866) 579-0405 for help with booking.
My account information won't work. What's the new sign-in process?
With ProConnect, you do not need an account to book service; therefore, there is no sign in process to complete your booking. If you have questions regarding your Candu account information, please contact us at (833) 726-9450.
What happened to my information and username/password?
Login information is no longer available and passwords are no longer usable. Customer email will be retained so ProConnect can stay in touch with future updates and promos.
How will this change directly affect me as a customer?
Your experience with ProConnect will be very similar to Candu, with access to additional services and a larger network of markets and contractors.
I don't see HVAC as an option in my city but I thought you serviced AC units - what am I doing wrong?

HVAC service is not currently available in all markets; however, we are actively working to restore coverage in the markets where it's missing. To find out which services are available in your city, please visit the "Services" section of the ProConnect website.