American Home Shield [AHS]
reviews and complaints

My garage door opener mechanism broke, causing my garage door to go off track and caused the cables to break. American Home Shield claims that they don't cover the damage the broken garage door motor caused. I paid my 100 dollar service fee to only find out that the 975.00 bill to put the door back on its track and replace the cables that are part of the garage door opener are not covered. After I spend that amount then, they may consider replacing the motor.

The motor is what caused the entire problem. How can they say that the cables that make the garage door opener actually work are not covered. I want them to cover the work.

When my water heater of 7 years broke last year American home shield wanted to charge me 1700.00 out of pocket toward my new water heater. I got a new water heater for 1400.00 installed without them. There coverage is a joke. And this time I want them to do the right thing!

My contract # is [protected]

At 70 years old, many companies attempt to rip you off and in order to help the Seniors there are several means to get restitution.
Bait & switch - The Commissioner of Insurance works hard to fine and shut down companies that do this
Scamming the elderly - both the BBB and the DOJ do not take kindly to this

The run around - when this happens, then you must turn to the 20 social media sites and your 80,000 elderly followers
YOU AHS qualify for ALL of these. We have been with AHS in Orlando, New Orleans and Las Vegas. Over 20 years. Recently (August 2022), you contacted us and offered us a NEW Electronics Protection policy for $120. You convinced us that the policy will cover all our electronic and we would be services within 24-48 hours... BULL. All of it was a bait and switch scam.

August 21, 2022- we sucker in and pay YOU AHS $120. We receive confirmation from "[protected]@mail. ahswarranty"
At no time were we told that you have nothing to do with this policy, but we would soon find out
The email states - for details log into my account; questions about the policy can be found at AHS Contract Policies (link)

At no time and did any information come in stating that if we had a warranty issue, we were to contact a third party... Allstate
January 4, 2023- my wife's MAC book keys are sticking and the keyboard is not working
We contact AHS, whom gives us a number to Allstate
We call Allstate... we are on hold for 20 minutes and then transferred to another extension

We are on hold for 28 minutes and then another 20 minutes being transferred around to Bill, Ian, Sumar and then to the Tech Computer Department
98 minutes into the phone call, we are told that the ticket has been set up and we will receive a call within 24 hours to schedule a time and day. Claim#[protected]
24, 48, 72 hours go by and nothing...

We call on 1/10; 1/20; 1/26. On hold too long and left messages each time.
Needing her computer desperately, we go to APPLE and pay $220 for the repair
January 26, 2023- now 22 days since we called into get service on our policy and have heard from no one
We go on chat with Josh and he says he cant help and it's not an AHS issue, it's Allstate. He gives us a phone number that goes to no where

He then tells us again, there is nothing he can do. We ask for a supervisor and he states, he doesnt have one
He gives us another number [protected] EXT 5; go ahead and call the number THERE IS NO EXT 5
We call... are on hold 7 minutes and the rep comes on and hears our story. "Sorry. We can't help you with that, you have to call Allstate".

We insist on speaking with a supervisor...20 minutes later, she says she has one but she's got to enter the info in. We are disconnected
15 minutes later a supervisor calls and slings the same bull story the others did.
I'll make this simple... I want my $120 returned! I want my $220 reimbursed! This is a open and shut case for Bait and switch; this is a dead ringer for Elderly scam. Therefore, if this is not cleared up by 2/1/2023 we are going to proceed with:

Reporting this to the Commissioner of Insurance
Reporting this to the DOJ
Reporting this to both the local NBC and FOX "Elderly abuse programs"
Reporting this to the BBB
Reporting to the Internet Crime center
Reporting to Scamwatch.gov
Reporting to the FTC

And finally I will post this story and our treatment to Google, Bing, Yelp, Yahoo, Merchant circle, Yellow pages, City Search, Angie's list, and every scam site we can find.
This is disgusting. Would you do this to YOUR GRANDPARENTS!
Avelino Iglesias (Joe)
5083 Vincitor St
Las Vegas, NV
#[protected]
[protected]

I am an existing client of AHS for the below property. I called AHS on 1/3/23 to check if AHS provides coverage for broken toilet seats and the customer service said YES then the representative created a service request and charged me $80.44.

But when the contractor reached the property he mentioned that AHS denied covering the cost and I have to pay the out-of-pocket cost of $180. Now if I have to pay outside warranty then AHS should refund me the service fee as it was a mistake of the customer service representative who said "Yes" on covering the damage and created the service request and charged me a service fee for no service. I have been following up on this issue for 3-4 weeks now and the only thing I hear back is they are investigating the call log with customer service with no response.

DispatchRequestID: [protected]

Address:

7544 Brighton Hill Ln, Raliegh, NC, 27616

To Whom this may concern,

I called AHS on December 24th 2022 for an emergency service for a plumbing issue. AHS was not able to provide a service until Monday, December 26th, 2022. Due to the unhealthy situation, toilet overflowed in showers, sinks, poured out onto two rooms of wood flooring, not able to run water or use toilets in entire house, I had to retain a plumbing contractor on my own.

This was unsatisfactory service from your warranty service, if I was able to obtain a plumber surely AHS could have. I had an 85 year old and 4 children that were unable to shower or use the facilities for 24 hours due to AHS poor service. I was charged $726.82 by Roto Rooter invoice 62- [protected] paid by personal check # 4514. Merry Christmas to us.

Signed up the home warranty on December 19th 2022. On January 23 I called for service on my air conditioner and was told that the repair was a pre existing issue from the previous owner. When you buy a house and request a home warranty, I should not have to worry if things are going to be fixed. Or for Americans Home Shield to say it was a pre existing issue. How do you know if something is pre existing. It worked when I moved in and a month later it does not work. When I called American Home Shield, all they can say is that it states it in a contract and the section that anything that is pre existing in not covered. So basically anything that breaks is not covered
So I will never do business with them ever again

Washing machine issue: water not draining from washing machine.
Activity:

1. AHS assigned contractor Pro Appliance.
2. Pro Appliance came out and identified the drain assembly needed to be replaced.
3. AHS ordered part... it took over a week for the part to come in and get Pro Appliance to come back out to install.
4. Pro Appliance came out and replaced
5. When we used the washer for the 1st time since being repaired, the washer flooded my apartment. Water was coming out from under the washing machine.
6. Reopened case with AHS
7. They assigned Pro Shield to come back out.

8. Pro Appliance refused to come out. instead they wanted to do a video conference as which point I told them that we were unable to take off from work for just a video call since there is nothing to video as water was coming out from under the washer and I wasn't going to flood my apartment.
9. went back and forth with Pro Appliance several days with no resolve. Pro Appliance finally said that they could do just a phone call with a tech two days later. When they called two days later, they wanted to do a video call again, not a voice call. AHS was called several times during this 5 day period as which point AHS said that they would assign to a new contractor. They did not reassign as promised and they refused to go back and listen to the call log of the conversation where they told me that. AHS refused to reassign and each time said they would contact the contractor and get back with me. AHS never called me back and even when I asked for a supervisor to call me back, they did not. AHS said the contractor tried to call me however they did not call my phone, leave a message or text me.

10. left several messages for Pro Appliance to call me back and they never would call me back to resolve.
11. AHS finally assigned to another contractor... however the contractor was out of state. After I called them, they assigned back to Pro Appliance and we started with the call Pro Appliacne to schedule a service appointment. The contractor would never call me back.

12. I called another appliance contractor to identify the issue, they came out the very next day and said the drain assembly was leaking and needed to be replaced for $329.00. I called AHS and told them this and they would only refer me back to the original contractor who refused to come out to repair their problem.

13. I asked AHS for a buyout and they refused and they refused to force the contractor to come out or to assign to a new local contractor.
14. I had to end up purchasing a new washer from Lowes for $604.00 as we had been without a washer for almost a month.
15. AHS finally called and said that they would have the contractor come out for a service visit instead of a video call. it was too late at that point.

My contract No. [protected] states that the monthly amount to be withdrawn from my bank account each month is $84.79. The amount that has been withdrawn is $95.39. I have called every month since September to get the amount corrected, according to my contract. I just called again and was told that it cannot be corrected. I was told that an additional tax is being charged. The tax is reflected in my contract, so I disagree with an additional tax that was not included in the contract.
We have a written agreement. Please correct the monthly amount withdrawn and give me credit for any overcharges.

AHS replaced our water heater 2 years ago with one of their contracted plumbing companies and now the same Rheem water heater has failed since the plumbers failed to install it to code for the city of San Antonio by leaving off a required pressure valve. AHS tells me I should have known (I am not a plumber by trade) and that since the water heater is under warranty with Rheem they have no liability. I have spent hours on the phone escalating the issue and no one has common sense enough to see their liability. Worst experience I have ever had with a company. Went online today, a Saturday, to cancel my service and that cannot be done online (?). So I call and find out that department doesn’t even work weekends (?). Have no idea who the executives are in this company as you cannot access them in any way and I have asked to be contacted but no one has the time. Do your homework if you think you need a home warranty company as AHS allows illegal work to be done in a home and they do not take ownership to correct for a very long term client.

My washing machine was serviced on Jan 11th and the contractor stated (All City Appliance Repair) that the clutch and motor died. He said that the machine will need to be replaced and to contact American Homeshield. Well the diagnostic report the contractor submitted was completely different from what he told me. In his report he said the machine was overloaded which caused the motor to die and that it was not due to wear and tear. He stated no such thing to me. I know how to use a washing machine. Keep in mind that my washing machine is 15 years old. I guess my machine is suppose to last forever with no normal wear and tear. Asked American Home Shield for a copy of the report and they said they could not give it to me. Also asked the contractor All City for a copy and they said they can only give it to American Home. Also I called and sent text message to the technician that came to my house and no response. The contractor acted like he didn't know who worked for his company when I asked to look up my job number and see who was dispatched to my home so that I could speak with that technician for clarity on his report. It is always a hassle with American Home and I have been with them almost 15 years. At this point I feel like they are with the contractor to not pay out anything for their customers. Feels like a scam. So dont get American Home Shield. I am currently looking for a new company.

We requested service for our pool equipment late November 2022, as our contract was expiring on December 1, 2022. The technician they sent out openly admitted that he was not qualified to diagnose an issue with the control panel. After explaining the issue, and the technician calling another technician, they determined that the motherboard controlling the equipment is failing.

Our contract included coverage for pool equipment and electronics issues. However, the technician stated that it probable won’t be covered because it is considered automation. Later, the manager of the repair company sent in a report stating that the “Multi-Media Center Board” appeared to be the issue and he didn’t think it was covered. I talked to the manager and asked why he called it that, since there is no “media” involved with my pool equipment. He explained to me that American Home Shield calls the mother board a “Multi-Media Center Board”.

How can they create their own names for items in their contract that don’t even make sense, much less an industry standard term? If the pool industry doesn’t use that term, how am I supposed to know what coverage I am paying for? If that is allowed, they can make up any name they want to disguise coverage and keep even industry veterans confused.
This is very deceitful and fraudulent. I plan to send this to the BBB as well.

Just want everyone to be aware...

Ahs gets their deductible when you make a claim that day, which mine is 100$.Ahs Never showed up,gave me a courtesy call when the contractor would come fix my issue or come in a timely manner!

So to cancel Ahs charges me another $40, nothing gets fixed plus has my monthly fee of 120$...which btw is to high.SO NOW THEY GOT 220$ FOR JAN AND MY CLAIM WAS NEVER FIXED!

Its BS!

On December 6th we discovered our water heater had gone out and flooded our garage. We called American Home Shield and requested service. After waiting five days without water or an answer from AHS we called their customer service and were told they could not find a contractor to fix our water heater , several more days and we finally got an email stating that we had been approved to find an outside contractor.

We found a local company , when they called AHS for the approval code they refused to approve the work even though they told us we were approved to find an outside contractor. It took most of that day and numerous calls by us to finally get an approval from them ( dealing with some of the worst customer service I have ever had the misfortune to deal with). Once the work was done we had to pay out of pocket almost 3000.00. I immediately sent all of our paperwork in for reimbursement. I sent the paperwork in on December 15 to the email address I had been provided in their email. It is now January 13 and we still have not received our reimbursement from AHS. They also took a double premium payment out of our checking that they weren't entitled to. We finally got that back because we filed a dispute with our bank.

I have lost count of the times I or my husband have called and get told something different every single time we call. I called again today since its the maximum of 21 days they said to receive our refund. And surprise , surprise , more excuses and still no refund... I am ready to cancel our long standing policy and seek legal action against AHS...

I recently had to have a furnace replaced and AHS has approved work that was not done that I had to pay for up front before ANY work would be done. Now, trying to get any resolve thru AHS is fruitless, therefore I would advise anyone thinking of using AHS to seriously reconsider. Total lack of customer service. Now, on to finding legal assistance,,,maybe I can get some of my money back.

On November 13th 2022 we filed a claim for my dryer. We have called so many times I've lost count and to this date no one has called us back. We've been with your company for years and I'm appalled at the conduct your company has displayed regarding this matter. YOU NOW OWE ME $1100.00 for a new dryer. HOW LONG SHOULD I HAVE TO WAIT FOR A REPAIR OR A REPLACEMENT? I still can't believe that today is January 10th, 2023. Not only do I want the $1100, I WANT EVERY DIME OF PREMIUMS we have ever submitted to your company.
Please forward the money immediately. We've had enough. Shame on AHS.

Respectfully,

Terri Grebs
12380 210th ter
Obrien, FL 32071
[protected] home
[protected] cell

I placed a call to AHS October18, 2022 and told them my refrigerator was icing up and water was laying in the back of the produce and meat drawers. It was showing condensation on the front of the drawers when opening. They sent a service tech, who said the drain tray was warped and would need to be replaced. He ordered it and said it should take a week or so. I received the part in about a week. I called and they sent another service tech here on November 28th and he said it wasn't the tray but the drain line and cleaned it out and said it was fixed. A week later I had the same problem, and once again I called AHS who said they would send another tech. On December 1st the same tech came back and said my refrigerator is unrepairable and would notify AHS. Didn't hear back from AHS so I called and they advised me that they are sending a certified Whirlpool tech to evaluate the problem. He arrived on December 6th and called a tech line and spoke to Andrew who advised him the refrigerator is non repairable. Since then, I have called AHS and spoke with Elisha, Andrea, Angel, Dave. Back and forth with AHS got me nowhere. It is very hard to understand these representatives as they don't speak very good English. Then on December 2nd I received a letter from Next door which told me my refrigerator was a manufactures defect and is not covered under my contract. I again called AHS who said they would have someone from customer relations call me, but they never did. I called Kitchen Aid Corporate Office and spoke to Allison. I explained my problem, and she did some research and told me that my refrigerator was not a manufacture defect nor was it recalled. She advised me to go back to AHS as they should replace or fix my refrigerator. I have been a customer of AHS for 5 years and I feel they took my money but when it comes to a claim they back stroke!

I submitted a service request for a dishwasher. Its the second time I have had to do this. The AHS sent A & E Factory Service to repair the dishwasher (located in Michigan) The repairman came out and stated the dishwasher needed to be replaced and could not be fixed. So he would order a new one. At the time of the service I was being seen in the emergency room at a nearby hospital however, my Mom was home to see the service through. The repairman left no paperwork behind. So I asked my mom the color of the dishwasher and she said he did not say. This morning I received a text that parts were ordered and the repair man would be out to my home in a week.

I called tried to call A&E factory service to find out the color of the dishwasher and no one ever answered the phone. So I tried the live chat line. I explained the problem and eventually found out a black dishwasher was ordered. I said, "I do not have anything Black in my kitchen" Why would he order a black dishwasher? I was given a number to call to speak with someone at A&E, who directed me to someone else, who then said they could not help me and directed me back to AHS (my home warranty CO). When I called AHS, the system did not recognize my phone number (which has been the same number for numerous years and is the only phone number associated with the contract that I have been paying for 7 years. When I finally reached someone about my problem, I was told they do not see that I have a contract in their system. I said I am in front of my computer, looking at my active account with a dispatch #. The agent said I am sorry ma'am, but I cannot help you because I do not see a contract under your phone number or address. She also stated AHS would only replace the dishwasher according to the model number I already own, and I could not pick a color. I said, what have I been paying for the past 7 years? She then connected me with A&E factory service about the problem. That agent said I see that a part was ordered, not a new dishwasher and they could not see any other information. I seriously what to take this to the news media, because I want people to know what rip off this company is. If AHS cannot see that I have a contract, then someone owes me 7 years of back payments. This is going to become a legal issue.

I purchased a policy with AHS on or about the first week of December 2021. I was told that I had a payment of $63.99 that would be taken out of my bank account on 12/31/21. I gave them the bank account information to use for that transaction at that time. On approximately 12/23/21 I changed banks. I contacted AHS via telephone and changed the account number and I also changed it in my account online. On 1/3/23 I checked my old bank account and I noticed that the $63.99 had been taken out of that account. I contacted AHS via telephone on 1/5/23 and inquired about the transaction. They stated that they only had my current account on file and that the money would have come out of that. I kept trying to explain that it came out of the old account and I wanted to know how and why that happened. I was told that I only had the new account on file and that I would need to contact the bank. This was done repeatedly. The customer service agent, I can't remember her name, kept interrupting me and then she hung up the phone on me. the first contact I have had with them. I contacted the bank and they informed me to call AHS. The bank stated that they would not have taken the money out, it had to have been requested by AHS, just as I thought.

Hello,

I have been working with American Home Shield since September 19, 2022 for support with my refrigerator repair. I have been visited 8 times by a "vetted" professional company to repair my fridge, however, it's January 5, 2023 and my fridge has not worked for 4 months. I am beyond frustrated with the process of addressing my concerns and getting the adequate support and knowledgable technicians to get the job done or replace my fridge since I have lost time, money, and energy during this ordeal. I have attempted to communicate my concerns with both the reps and technicians to get upper management support to resolve this problems however my attempt have fallen on deaf ears. My understanding of having a home insurance policy is you pay for timely support and actual results. Dealing with this company has done neither. I can't get someone to answer a question or give me a response in English so I can understand and communicate my concerns and vice verse. I have been sent technicians that do not speak any English and can't communicate with me what the actual prognosis is on my fridge. All they say when they change another part is give it one hour. I have given it 110 days at this point. Still nothing. I have been told its the condenser, evaporator, seal system, fluid system, etc. Each of these parts have been replaced. I have attached the invoice sheets they have provided me. It's all in the your system and I have videos and photos of what had occurred. What else is there left to address? The only thing that works in this fridge are the lights. What am I supposed to this with a fridge in this condition and people wasting my time when I have a family that needs to have adequate food and supplies for us to sustain ourselves. Is anyone going to take responsibility for covering the cost of buying food everyday, paying for groceries everyday that I have to store in a mini fridge that I had to pay for out of my own pocket? Is anyone else absorbing those costs? No, no one has to deal with this except me and my family. How about American Home Shield take responsibility for their role and do the job that is required which is upholding their duty as an insurance company supporting families with resolving problems that they are facing with their household appliances.

We submitted a service request on and about November 23rd to have our refrigerator fixed. Several days later a technician arrived and informed us that he would need to order the parts. After a week I had to call customer service for an update on the parts. Come to find out that order did not take place. They sent another technician out, who actually ordered the parts on the spot. Once the parts arrived at my house, I contacted AHS to and informed them of the arrival of the parts. The technician arrived a couple of days later replaced the part within an hour of less. A day later, we noticed the problem was not resolved. We contact AHS once again to inform them of this. Each time we call, we have to explain to each customer service representative the entire ordeal. We've even spoken to Supervisors after being placed on hold for an extended period of time. AHS final dispatched the technician again that came out and diagnosed the same problem to the point where they asked for a cash out. After a couple of days, I called to inquire about the cash out and was told that the authorization department would contact me, I received no email or call from AHS. I contacted the technician and was informed that he spoke to AHS and requested the cash out and they told him that he had to order another part. The technician said that was not the case. He informed them that the problem was still not resolved after multiple trips to our home. That brings me to today where we've been on the phone with AHS a couple of times after dropped calls. My wife was told they had notes on the account only to then be told by another customer service representative there were no notes. I had to call the technician on my other line while still speaking with the customer service representative. The technician told the customer service representative that he recommends a replacement. The customer service representative said he would need to call the authorization department again to inform them of this. The technician said he would. After the conversation with the technician ended the and I requested a supervisor the customer service representative informed me after being placed on hold for 30 minutes there was no supervisor available at the time and he would monitor the account for the technician's call to confirm the replacement with the authorization department and call us back by Friday. We need help getting this matter resolved immediately.