American Home Shield [AHS]
Reviews and Complaints

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.

This service was referred by American Home shield. The tech, I don't believe spoke English or he couldn't compose a full sentence. I spoke an individual whom called while the technician was present. I was told that Home Shield would cover the water heater and labor but an additional $465.00 would be needed for paperwork. I asked the individual to send an itemized/line account of the $465.00 supposedly to be owed. We confirmed the correct email for the itemization and ended the call. The technician just stood in the garage looking baffled. There was not one full sentence used:

'need a new one" and "It's broke". We have not received the itemized list but an order for the water heater was submitted by this company. Well, this all started on 12/22/2022, on 12/26/2022, we were still waiting on a water heater. AHS stated that they had sent the vendor an email confirming heater is ready to be picked up. 12/26/2022 thru 12/30/2022, vendor did not answer phone nor return messages. AHS contacted and I was put on hold while they called vendor 12/28/2022. AHS rep. returns to phone and states "vendor has been having trouble with phone (this after, I called 15 minutes before calling AHS) and had not transportation to pick up item. 12/30/2022, AHS is called again due to no response from vendor after 5 days. Once again, AHS calls vendor, and they answer (surprise!). This time vendor relays message to AHS that they will be out on Monday to complete the job. Well, Monday comes, and AHS calls at 7:36AM. AHS states that there is no work order confirmed for 1/2/2023 (if there was no work order then why you are calling), i was put on hold and AHS calls vendor (again, Surprise they answer). AHS returns to phone and states vendor will be at my mother's house on 1/3/2023. I hang up and call T and C plumbing and Alex answers. He states that the warehouse is closed, and they will be picking up water heater and at house on 1/3/2023 between 8AM and 10AM.

HERE WE GO...

On 1/3/2023, The technician comes at 8:20AM-it has been reiterated several times in the past days, verbally with ASH and vendor- TECHNICAIN NEEDS TO HAVE IDENTIFICATION, LICENSE AND SPEAK ENGLISH. WELL! WELL! The technician came with a jacket that had a "Nelson" name tag adhered to the jacket and no other Identification, (No Driver's license?) He just pointed to the name tag. He showed me picture on his phone of work order, when asked about license. He then goes out to the truck and sit for about 15 minutes (i know he's calling the office). In the interim of this, Alex calls(8:25AM) and states the technician doesn't have any identification, is it ok to complete the job. Of course, since my 80+ year old mother hasn't had water since 12/22/2022 and I've had to pay someone $25 a day (8 in total) to heat water which is necessary for her medical/hygiene and them not picking up the water heater which has been sitting since 12/26/2022.

THIS IS WHERE IT GETS REALLY INTERESTING...

The technician gets out the truck with invoice in hand, extending the paperwork towards me and ask, if were paying cash or by credit card (first full sentence out of his mouth). I tell him we're paying by credit card. He then goes and I believe shares this with his superiors (I hear him talking on the phone). I ask to see the license again, and he shows me the same information on his phone (I take a picture of it). I then ask him his last name and he just looks at me. I ask him "Do you know your last name?), he reaches for his phone (really!). I was away from him, as I hear the house phone ringing; it's T and C plumbing. I ask what the person's name is because it sounds like the same women's voice, I just heard on the technician's phone (it was. She wasn't forthcoming wit her name (she asked why I wanted it). I shared with her the reason to be; because you're asking for a credit card number, and this is business in which she needed to identify herself. After some words back and forth she stated her name was "Kenya Lovo". I asked for (I guess) Nelson's last name since he didn't know it and once again, she wanted to know why. It was like pulling teeth. WHAT KIND OF BUSINESS IS THIS? Finally, she said his last name was Gonzales. I asked what her position in the company was and she wouldn't and didn't give it to me.

MOVING FORWARD...

My mother gives the information needed; the technician is still at this putting in the water heater while I'm writing this review/complaint and here we are on 1/3/[protected]@ 11:40AM.

Once the technician was through, he again tried to get payment by card. I told him we had completed this with Kenya by phone, plus he never showed any identification (employee card, driver's license, or any other sort of identification)

AMS should offer more choices of companies to work with. "More than plumbing" is the only plumbing and well company available to me under my warranty which I have been paying for over 6 years. My well pump was not working properly and they told me nothing was covered and it all had to be replaced to include the well tank back in August 2022. I phoned the following week to set it up and left numerous voicemails with NO response whatsoever for more than a week. The worst customer service ever! I called another well company for an opinion and they replaced the switch on the well pump and it works fine now.

Not following up or returning phone calls as a business is terrible customer service. I do not recommend "More than Plumbing"

WE paid $900 plus a home shield warranty. Our furnace went out during the first week of December paid $100 and a contractor united Air and temp came to the house after over four hours recommended we get the motor cleaned which was not covered by home shield for $300 paying back the next couple of days work over six hours and furnace still not repaired! During the coldest days of the month, 10 days later, the part, they ordered arrived technician again eight hours furnace still not working. Said we needed Freon that cost about $1600 that home shield would not pay for put the thermostat on auxiliary. Said my electricity bill may be a little high and I should get heat but I didn’t just a lot of noise but no heat this is 29 December. Still no heat or no help! Two senior citizens in a frozen house and a big run around it’s what we received! What can I do? This is obviously a scam. The contractor recommends we purchase a furnace from them. We spent 400+ dollars out of pocket still no heat American home shield has ripped us off for a year for $900 for nothing. Please help.

I called for service to my garbage disposal on Tuesday morning 12/27/2022.

I relayed to the agent that this was an urgent matter as I could not use my kitchen due to the water building up in the sinks. The contractor assigned never called and never responded to calls from representatives from AHS. I first brought this to AHS attention on 12/28/2022, the agent I spoke to then volunteered to attempt to find another contractor and would call me back in an hour but that never happened. I called AHS again Thursday morning after the contractor failed to respond. AHS agent attempted calling and no answer for them also. I asked to have another contractor assigned as at this point it had been over 48 hours. That agent hung up in my face after my request. I called back and asked another agent to assign me another contractor, they tried calling the same contractor to no avail. That agent then stated we would have to wait until the end of the day to see if they respond via phone or email as the contractor has 24-48 "BUSINESS" hours to respond. At that point I asked for escalation who was able then able to assign another contractor; however, this contractor is not able to come out until Tuesday 1/3/2023. The manager Ricardo called back and did state that before calling he tried to find another contractor to come sooner but none were available. Yet, he basically said they did me a favor by even assigning the contractor that is set to come since they did not give the first contractor 24-48 "BUSINESS" hours to respond.

I've made several attempts through AHS calls to determine my current contract agreement on my 2 homes under contract:

Home address 307 Fall Winds, Bossier City, Louisiana contract became effective on December 2022, No Issues.

Home 9422 Milbank Drive, Shreveport, Louisiana was sold July, 2022 customer: Customer called AHS to transfer service contract from 9422 Milbank Drive to home at 5597 Cashmere Circle, Shreveport, Louisiana.

I contacted AHS on December 26 to make inquiry on 5597 Cashmere Circle. I was informed there was no record of contract on this address; however, my contract for 9422 Milbank Drive was still in effect.

I requested agent research telephone records to verify my call to cancel contract on 9422 Milbank and commence contract on 6697 Cashmere circle,.

After speaking with three separate agent. I was told I would receive a call clarifying actions taken, I've not received the resolution as of this day.

I was further told by AHS agent that a Mr. Hutchenson (New Home Owner) contacted AHS requesting service for the AC systems. My monthly payments were made for this contract after new home owner purchased this home..

My monthly payments from August 2922 to December 2022 were applied to 9422 Milbank, while my new home on 5597 Cashmere was not covered.

Question: How can Mr. Hutchnson request service with AHS without agent realizing this account was still covered by Herbert Meadows? However account was requested to be cancelled and commenced on new address.

Resolution: Please Investigate reimburse monthly payments from August, 2002 to December, 2022. Agent attempted to commence Contract for 5597 Cashmere on December 27, 2022, not certain of outcome on starting contract; customer awaiting clarification and rebursement,

I turned in a work order to American Home Sheild for a hot water heater and a plumber showed up and said he had to go get parts and said he would be back he never showed back up the next day I called American Home Shield back up they said I had to replace my floor which was BS so my husband replaced the hot water tank I paid them $75 for the service call and it cost us $1200.00 for water tank and supplies They scammed up 3 times on our fridge which resulted in $225.00 in service calls that never got fixed They scammed my aunt big time and she filled with better bussiness

Do not use this company. Save yourself money and aggravation. Better to call a qualified service to get something fixed. They will send you the worst company who doesn’t get any business, and then you will wait a few weeks or even months if you are lucky. I recently contacted them about my ice maker in the refrigerator, since it has stopped working. First of all, they dispatched a service call and advised it would take 48 hours for the contractor to contact me. 48 hours passed , no one contacted me. When I reached out to the assigned contractor, the receptionist had no clue about the service call to my address. After about 20 minutes on the phone, she was finally able to find it. It was already Friday. She mentioned that someone would contact me the following Monday about “SCHEDULE” and let me know what day. When I asked what day it would be scheduled for approximately, she replied, “POSSIBLY WEDNESDAY”. Keep in mind this is only an ice maker in a refrigerator that I can live without for a few weeks ,a month, whatever. God forbid your heater to break in winter time, or the AC in extreme hot summer, or a burst pipe. On Monday I got no phone calls for the whole day. At approximately 5 pm, I decided to call myself to see when my appointment would be scheduled. I was promised Wednesday. On Wednesday, a so-called “technician” came into my house just to let me know that I was not properly opening and closing the French doors on my refrigerator. Apparently, first you have to open the left door, then the right door, and after that you have to close it in the same sequence. What a stupid thing to say. And then they told me that they have to put some kind of silicone inside the refrigerator for the ice maker. Telling me that he would send me a YouTube video if I didn’t believe him. Do you think a professional would tell you something like that? A YouTube video, huh? Is this how you diagnose a problem? Lucky for him, I wasn't home at the time of the appointment. I wish I had been present, so he could look into my eyes and tell me that I was not properly opening and closing the doors. I would've thrown him out of my house right there and then. If I checked the reviews prior to them showing up, I would never have let them into my house. After numerous attempts to contact American Home Shield to try to resolve the problem, I was forced to break the contract.

I was told by a few supervisors that there is a process that they need to follow and this is how their process works. After a contractor is assigned to be at your home, you can get a second opinion. However, you have to wait at least 48 hours for that first contractor to explain what happened and only then will they be able to determine whether they're going to allow a second opinion. Do you believe that a contractor who is supposed to schedule a service call within 48 hours in the first place didn't even bother to call you, they will reply to you within 48 hours?

I actually did try and gave them 48 hours, and nothing happened. I was given the same story again and needed to wait for the contractor to reply to them.

And all you hear from them when speaking to any of them, including supervisors, "I understand your frustration", NO YOU DON'T. You don't need to understand my frustration, but what you need to do is to create a system which is going to work out better and you can retain some of your clients. Also, two months ago they raised the price without even letting me know. I believe that I was supposed to get some kind of notification to let me know that you are raising the prices. And don't automatically assume that it will be OK. I want to get my full 100% refund for one year worth of payments , including the service fee charged, and the cancellation fee of the contract, where it does not indicate anywhere on a contract that there is a cancellation fee. I will take this to Better Business Bureau and consumer affairs. SPOT PROVIDING SERVICES IF YOU CANNOT HANDLE IT. You don't deserve to have a name like "AMERICAN" home shield, rather "WORTHLESS" home shield!

This has been on going since June 2022. There has been 2 service techs out to fix it and yet it is still in the same state as original. I was charged for 2 service fee's even though the unit has never been repaired. They did refund half of one of the charges. What I think is completely unacceptable is they move your service to complete as soon as a tech comes onsite. This is ridiculous and needs to be changed. The case needs to not close until owner has verified the service is actually complete. The parts on order system is totally useless as the links go no where. The fact that this has been on going for 7 months should tell everyone how you do business. No customer service and no clear path to exculate an issue. Also the customer does not have the relationship with with the repair technicians. That relationship is owned by American home shield. We do not in any way shape or form engage the technician service company nor do we hold any type of a contact with them or pay them any funds. That is American home shield's responsibility. It is not the consumers responsibility to check up on your service providers.

I have had a policy with you for a few years and I am totally disgusted. I have waited over a week to get a toilet unstopped and yall was supposed to have someone here today. I took off work and have lost $400 today for doing so. Now I find out that this call is going to have to be rescheduled. What in the HELL is going on. You take my $100 and provide no update nor service call from the plumber. PISS POOR CUSTOMER SERVICE. MY PHONE NUMBER IS [protected]. I WOULD APPRECIATE A CALL!

AHS has blatantly lied about past service to deny our claim for covered system. There was a mouse nest in our evaporator coil and some stooges from a local company wanted to rip out everything including ductwork and replace it. AHS provided a second opinion from another vendor who said that wasn't necessary, and I cleaned the mouse nest out myself and they haven't come back. The duct work is fine, as both the second vendor and the winter checkup vendor they provided confirmed. The compressor for the heat pump is old and had an electrical problem, burning out the terminals, which AHS claims was due to "pest damage" which is obvious nonsense, not even possible, yet they are fraudelently claiming the replacement is not covered.

They are crooks. They will never ever make this right as the business is built on screwing you when you need them most to maximize profit no matter what the impact on their paying customers. Do not ever consider using this scam service.

Good afternoon Customer care staff, My name is Seyed Kafimoussavi with ID: #[protected] which is one of My three different Contracts with American Home Shield . I have been a Loyal customer of yours going back to 2010. I requested a service request 0n 09/25/22 for my leaking Water heater. It was assigned to Dispatch: #[protected], Requested: 09/25/22 ,T MAYES PLUMBING AND HEATING LLC [protected] For my address at: 213 Watts Branch Pkwy, Rockville MD, 20850.

In Initial check by T MAYES, it was decided to replace the water heater and AHS approved replacement and order a new one that was larger than the space by 2 inches. After the Incompetent Plummer reported back to AHS, to order the same size that is available in the market, they stopped communication and AHS decided to give me the Cash offer to replace the water heater. The price AHS offered and estimated is something around $450.00 which is half the prices of cheapest 50 gallon Natural gas Water heater provided at Home depo.

I like to ask, what kind of estimator would do this, to your loyal customer like me? A Plummer charges $200.00 to $250.0 just to show up, The water heater itself is more than $800.00 plus the installation cost plus Haul away cost for the old one and the dump costs, I have been so upset and shocked by this AHS decision.

I wanted to report this incident to Consumer protection affair office, or write a review for AHS on the net, but I thought some one has made a terrible mistake in their faulty calculation and I should talk or contact you first. I need my Water heater replaced after a month delay urgently (Ser Req was 09/25/2022) . May be I should just call a pluming company to finish the job and send you the invoice .

Please let m know of you decision on this case.

Best regards

Seyed Kafimoussavi

______________________

[protected]

[protected]

I have a home warranty contract for my property at 2202 S Jasper Way, Apt A Aurora Colorado 80013.

I put in a work order on 9/3/2022 and not once has anyone came out to my property. I have called AHS at least 10 times over the last 4 months and they do same thing every time I call... they assign a new contractor that never comes out. American Home Shield has been paid by me for a year's contract, a 100.00 service call fee and they have done absolutely nothing.

I have never delt with a company that will take your money and do nothing to fulfill their obligations. The customer service with AHA is extremely poor. There is NO email address to send complaints or concerns to. You have to wait an abnormal amount of time to deal with the incompetent customer service techs.

My Tankless water heater was leaking, they sent a plumber to look at it, the plumber said I needed anew unit. AHS called back 3 day later and denied the claim saying it was missing parts so based on the contact it would not pay. They said it was do to sediment damage and I did not have a filter for the heater, I explained I had a whole house filtration system and water softener. They did not care only went by wahat the plumber said, the plumber saw the system but did not put it on his report so claim denied. I spent hours talking to customer service and they were not helpful. They said they would contact the company for further review but never did.

I purchased a home on August 2, 2022. The seller fixed some things and not others. We have started to look for repairs or replacements for a toilet that is leaking from the base. We were denied after being charged the deposit of $85.00. I was told after the contractor came the toilet would not be covered because of wear and tear hence a used toilet in a house we bought. That's why we kept the home warranty to help us with broken items. The seller did not provide us with the customary home warranty through the realtor. We provided American Home Shield home warranty to the people the bought our old house. I hope they are not going through the same experience of lousy communication and service as we are going through! Very confusing tactics American Shield representatives use to deny service.

I was not getting anywhere with the customer service representative so I asked and then demanded to speak with a supervisor. But was told there were no supervisors available and that a supervisor would call me back. No supervisor called me back within the 7-day period. But finally, a supervisor Kiva emailed me 10 days later. My 7 days were up and was told because of that I can not get a second opinion. The customer service representative and not a supervisor told me I have to find a plumber on my own and submit payment for reimbursement which I feel is not right and a real hassle considering I will probably be denied without getting a fair chance to get heard. I need help with this situation.