American Home Shield [AHS]
reviews and complaints

I am an AHS customer for several years.

Today I found my hot water heater leaking and put in an “Emergency” service request and soon the Plumbing Contractor came to the property and diagnosed the issue as a ruptured tank requiring replacement. They submitted their report including pictures to AHS pro forma! So far so good.

After a while I was told that AHS needed a “2nd opinion” before they would authorize replacement….. say WHAT!? That is akin to asking for a 2nd opinion on a flat tire!

The firm assigned to do said 2nd Opin. cannot come until next WED! during which time my tank will continue leaking and causing further damage to the pedestal the heater sits on, not to mention other possible problems AND the irritancy and inconvenience we are being subjected to….

The washer repairman broke the hose to our washer and it flooded our laundry room and ruined our floor and baseboards. He came out and said it wasn't his problem. It is AHS and the technicians problem. It did extensive damage to our house. Now we have to replace our floors and baseboards. The flooring in the kitchen was discontinued when we bought it. So we will have to do the entire kitchen and laundry room.

On September 11, 2022, my AC unit stopped blowing cold air. I live in the desert area of Arizona where daytime temperatures reach 100 degrees+ every day. The evening temperatures cool down to about 90 degrees. I notified AHS that I needed AC repair on that day.

AHS selected a local AC repair company, Arizona Comfort Solutions. I contacted them on Monday morning, and they explained they would respond by 5 pm on Monday September 12. At 4 pm they called me to advise they would not be able to respond until Tuesday September 13, between 1-5 pm. At 6 pm on Tuesday, they had not arrived or called so I called them. They explained they were at a children's football game and would not be able to respond until Wednesday. With my objection, they did respond on Tuesday at 7 pm only to tell me they could not determine the cause of the malfunction and would return on Wednesday morning.

On Wednesday, September 14 Arizona Comfort Solutions responded and determined that there were parts on my AC that needed to be replaced and would submit the request to AHS. On that morning I called AHS to ask about how long it would take to approve the purchasing of the AC parts. The customer service rep explained that the service provider had up to two additional days to submit the purchase request and it was out of their control.

On Friday, September 16 I called Arizona Comfort Solutions who said that they had submitted the purchase request to AHS and was waiting on the approval to purchase the parts.

On Monday September 19 I received an email from AHS that the parts were approved and had been ordered. I called Arizona Comfort Solutions who said that AHS sent that email to me, but the fact was that the parts were not ordered yet and that they were waiting on AHS to order the parts.

On Thursday September 22, I called AHS three different times during the day only to be told each time that their computers were down and that they could not help me until a later time.

On Friday, September 23 I called AHS customer service representative who told me that the parts request was submitted to the purchasing department but had not been ordered yet. I explained to the representative that I had been living in the extreme heat without an AC for nearly two weeks at this point and asked about the possibility of AHS purchasing a new AC unit if they were unable to locate the parts. He was not able to clearly give me an answer as to what AHS was going to do so I asked to speak with a supervisor. He was not able to contact a supervisor and said that I should expect a phone call from a supervisor by Monday September 26.

The inability of AHS to promptly organize the repair of my AC unit and the inability of AHS to answer basic questions or obtain a supervisor is not acceptable. I don't understand how AHS can expect me to remain a customer of theirs if they are content with their customers living several weeks in the desert heat without AC.

On 06/10/2022 I opened a ticket and paid the $100 to have my Heat/pump checked because it was blowing fuses. They came out and said it was just a bad fuse and put in another. And they recommended I have it cleaned. Which we did by another company. It worked for 1 hour before it blew the fuse. I left on a 3 month vacation. I came back and it still was blowing fuses.

On 08/30/2022 I opened another ticket with them. This time I asked for another company to come out since I did not trust the last one. The new company came out and said the Compressor was bad and needed replacement. But I would have to pay $700 out of pocket for the gas. I told them okay do it.

On 09/02/2022 They ordered parts around 09/02/2022 and told me the parts were going to be delivered on 09/13/2022. I have been calling almost every day. On 09/15/2022 I called and the parts were still not at the repair company (All Temp Mechanical). That’s what ALL TEMP MECHANICAL said. The outside temperature was 114 and it had been an extreme hot week. I am still waiting on the parts.

On 09/21/2022 I called and I spoke to a representative. I inform him that the company ALL TEMP Mechanical had a suspended license and was not licensed to work in Sacramento. He told me he would send my request up the line to get me reassigned or a service dollar amount okayed for me to get my own company to repair the unit. He said he would call me back.

On 09/22/2022 no call back.

I have been waiting almost 2 months now to have my ac replaced. Excuses after excuses as to why the parts haven't been ordered or that the technician never picked them up. Now they are trying to get me to accept a cash in lieu of replacement which is 3 times less than what the replacement would cost -because of their incompetence. I have called their customer service line on a daily basis, sometimes twice a day, as well as use chat and each time I talk with someone I get a different story. The most recent excuse was that the state in which I live has a particular law preventing some of this work. Again - been waiting 2 months and this is the first time I've heard this excuse. I have filed complaints with the BBB and I'm getting no relief.

I have been with the American home shield for over ten years. My air conditioner has been acting up for the last five years, and I will call it an American home shield. I had an issue with my air conditioner, and I will call them, and they would send different companies to come and repair my AC. They sent a technician out, and he stated he fixed the problem; I thought he was a professional and respected his job enough to believe he repaired my A/C; I even gave him a tip. After he left, the ac made a loud humming sound, disturbing the neighbors. I again called American home shield, and they sent a different company. That company stated the wrong piece was installed by the company before, and they had to get this approved with the American home shield before installing the correct part. Each time a different company would come, they would take photos and write down exactly what they did. American Home shield then notified me and stated that I was not covered. I asked WHY and they noted the wrong part was installed when I explained to them it came from a company they approved, and the American home shield signed off on the repair. American home shield declines to fix my AC. This went on for five years; although they installed the wrong piece, I was responsible for it. American home shield wound not replace my AC until it dies completely, although it was falling apart. Finally, my AC was unrepairable in May 2022, and I called American home shield. They sent a company out, and they stated it's unrepairable. They sent a notice to American home shield that I needed a new A/C. American Home shield refused to replace my AC because the wrong part they installed five years ago which was approved and put in by American home shield company. Not only did they not repair the A/C unit, but they also took over two weeks to give me an answer. Myself and my family had to stay in one room with a portable A/C Unit the whole time and I was waiting for a response and I live in Florida where it extremely hot. I also had my mother in law visiting me at the time and she was 81 years old. I explained to American Home shield the urgency and they told me they would get back to me and they never did. I paid every month for ten years to an American home shield to protect myself and my family if my AC needed replacement. It cost me close to 14,000 dollars for a new AC. I feel so betrayed and taken advantage of, I could put 100 dollars a month in a savings account for ten years, and I would have had enough to replace my A/C. I gave American Home shield over ten years of free money. I do not recommend this company every time I need some repair, it takes them a week to come and see the repair and then a week to order the parts, but if I paid a company out of my pocket, they would fix anything in a few hours. I do not recommend this company put your money in the bank. I am a military Veteran and I have 25 years in law enforcement and do not recommend this company

I called in a major leak downstairs, the major issue is they sent a different company and that company claimed it was an existing issue, because the previous company they sent started the job. Fighting with AHS for 2 weeks has made the damage in my home a lot worse. I did not have a major mold problem when I first called in the issue, now I have a vanity, 3 walls (both sides of the 2 walls) in the bath and laundry room. Companies need more accountability, they need to be more responsible.

At the time I noticed the leak there was no damage to my home, after sitting in water now there is thousands of dollars in damage. I am responsible enough to notify the company in a timely manor, they need to do the same.

The customer service people working there also refused to transfer me to a supervisor as well.

American home shield sent a plumber to unclogg my kitchen drain. He only brought in a 12 foot snake to determin that there is a foreign object in my drain that i should replace the pipes for 17,500. So my home owner isurance denied the claim so i got a second opinion he said there is no way that a foreign object got into your main line that causing you kitchen sink to get clogged up that they will flush the line for 508.00 to do so. I said ok i ask my homeowner insurance if they would reimburse me for it they said no. Eventhough the first plumber was wrong and that there was no way he could have known that a foreign object was blocking the line without using a high powered tool to flush the line or putting a camera down there. So he gave my homeowner insurance false info so my homeowner insurance denied the claim

My refrigerator stopped working August 8. (One month and a half ago) I immediately filed a claim. AHS referred me to a company that came several days later and stated that I needed coolant. They filled the coolant and told me to let the fridge run two days and they would return. The fridge never cooled. I called AHS again for an appointment, same tech came and told me it was a compressor and they had to contact AHS to authorize the part and then return. Another week goes by, same tech returns, replaces the compressor, says the same thing. When the refrigerator STILL doesn't work, I once again contact AMS and they enter another request for a second company. Another week goes by, a second tech comes, says it's something else and that the refrigerator CANNOT be fixed. Yet another company contacts me saying they will come out, so ANOTHER week has gone by. The next tech arrives, says it is the motherboard. AGAIN need to get authorization, etc, so another five days go by. Meanwhile I am calling AHS to expedite. Today he comes with the mother board, and a loud noise emanates from the unit. He says it needs a new FAN and leaves saying that AMS need to autorize ONCE AGAIN. WHAT ELSE WILL BE FOUND WRONG BEFORE AHS REPLACES MY REFRIGERATOR ?

I recently bought a house in eastern TN. It is a small town. The purchase of the house came with a home warranty (American Home Shield). The house is old and has many problems that were caused by years of very little maintenance. I opened a service request with AHS to repair faucets, toilets, disposals, and water heaters. All of these items were either not functioning properly or has leaks which was causing other problems: mold, mildew, etc. It took two weeks for AHS to respond to my service request. AHS told me that they could NOT find a contractor and that they would authorize me to do what's called an Outside Authorization. But they did NOT tell me that the contractor had to be licensed. I did find a contractor and had them assess the items that had to be fixed. When the contractor call AHS to get authorization to do the repair work, they were rejected by AHS for not having a license. I called AHS to reconsider. They refused. I asked for a supervisor to call me. When the supervisor called, I made my case again. Again I was refused. If AHS cannot find a contractor in my area, and the contractor I find is not authorized, what is the value of AHS? My Home Warranty is absolutely, utterly worthless. AHS is absolutely and utterly worthless.

My GE washer was broken a month ago so I can American Home Shield. They end up sending their contractor AAA APPLIANCE MASTER LLC [protected]). The tech name NAVI tried to fix the washer but was not able to and said he needed to order parts. He also said it should take be 3 to 7 business days for the parts. So August 26, 22 the parts were ordered according to AHS website update. I waited week to see if they would call back for a follow up. No one called. I called again to both AHS and AAA APPLIANCE MASTER LLC every other day to find out the status once again nothing and I also called the tech NAVI since they did not call to follow up with me. He never called me back either.

A week later I called not update on the parts however AHS said they show the parts has been delivered to AAA APPLIANCE MASTER LLC but when I called them, they said they were still waiting on the parts. Someone is lying. I been getting the run around for a couple weeks and never got a follow up from anyone. I asked AHS if they call give me the tracking number to the parts and they said they can't do that. They said they will call AAA APPLIANCE MASTERS LLC while putting me on hold. For some reason they were able to get a hold of them but when I called its either they are busy, or the customer representative said he will have the tech call me, but I never heard from him again. I ask AHS representative if I can speak to the manager and they said they are not available or can't come to the phone but will escalate to the part department. I end up having to buy a new washer since I couldn't wait for them to call or/and give me an update on my washer. I have special need child that usual have a lot of accidents on her bed sheets and clothes that need to be wash every other day or else it will start smelling and it's unsanitary. I had our clothes to wash at the laundry mat in the meantime a few times. I was hoping and praying AHS and AAA APPLIANCE MASTER LLC would call and say they are coming to replace the parts, but I never heard back from them. So, I called AHS again and request a partial refund or something and they said they can't do that. I said you guys took $100, I had to buy another washer in the meantime, and they don’t hesitate to take my monthly payment, but they can't fix my washer!

Today is 9/19/22 and I still have not heard from AHS and AAA MASTER APPLIANCE LLC. AHS said they will contact me within 24 to 48 hours to follow up on still nothing. SMH! I never in my life experience anything so bad before with AHS until now. I am going to cancel and go with other company. I don't highly recommend them and AAA MASTER APPLIANCE LLC. Never again! Please don't go through them for your home warranty especially AAA MASTER APPLIANCE LLC. They are worst! You think AHS would do their homework before hiring these bad contractors to serve their customers. Customer service experience with AHS has gone down lately. They were good once before that's why I decided to stay with AHM and to give them chance to fix the situation but not after this bad situation.

august 3rd dispatch # [protected] with E B PLUMBING LLC

I ordered a claim for 2 bad water water heaters on August 3rd. They did not want to use a local company to fix the problem. After talking and telling the person on the phone exactly what I wanted, they sent a request to a local company. That company, E and B Plumbing, called and was quick to work and get back to American home shield with what needed to be done. That was on August 10th, I haven't heard anything from AHS to help fix the water heaters. I've called to check on the process, but they didn't give a good answer and no dates were given. This has now been almost a month with 2 bad water heaters.

then on september 2nd, dispatch # [protected] with ALL HOURS EMERGENCY PLUMBER LLC

he came out and check it out and sent a request for replacement to AHS. They replied and said no. somewhere in AHS they lied and said i was selling the house. no..no i am not...

BBB set a request to AHS also. they told them :

I have reviewed AHS’ records regarding this matter and find a service request was placed on August 3, 2022 for two water heaters and EB Plumbing was dispatched to diagnose any problems. It was reported by EB Plumbing the two water heaters would need to be replaced. Section C.2-c of the agreement plan states AHS reserves the right to obtain a second opinion at its expense. AHS did not authorize for the replacement of the water heaters and elected to dispatch a second opinion company to verify the diagnosis.

On September 2, 2022, AHS dispatched All Hours Plumbing to diagnose any problems with the two water heaters. The technician All Hours Plumbing was unable to locate a failure to the hot water heaters. Based on the information provided and the terms of the plan, AHS was unable to authorize for any repairs. Although not obligated to do so, AHS will refund the trade service fee of $125.00 back to the payment source in approximately 21-28 business days.

i replyed back:

First off, because they refused to replace the units even after the fact the plumber the sent to investigate recommended a replacement. The first plumber at E and B Plumbing looked saw the leak and requested the replacement. The leak is only a temporary fix. In time it will either be replaced by AHS or will leak and cause wood rot all in the house.

I had called on September 7th, 2022. They reviewed the file and received the details from the Emergency plumber. The plumber requested a replacement for 2 water heaters at the cost of 3400$. Then AHS lied and said they wouldn't cover it because I am selling the house. This is NOT true. I BOUGHT the house earlier this year. I am NOT selling the house for another 30years.

In review, both plumbers were sent out and both requested a replacement for 2 water heaters. AHS has refused to spend a single penny to have them replaced. When they do burst and drain the 30 gallons of hot water into a 1 gallon tin tray, who will reimburse me for the damage or physical harm that it will have on my house or on my guests?

after all this, i am still getting emails and texts showing AHS approved the service, and i should contact the plumber to schedule.

can anyone help me?

Plan:

ShieldPlatinum

#[protected]

Expires 08/01/23

I had issues with my air conditioner not cooling and American Home Shield (AHS) sent a local contractor in Orlando Florida to check on July 13, 2022. I was informed by the contractor that the Coil was leaking, and he stated that he would put in a work order for replacement.

I have been calling since then and have not had any positive results. I have been without air conditioner for the past 2 months. I call at least 3 times a week and nothing has been done.

All I am getting are inconsistent statements from American Home Shields (AHS) and the local contractor company (COMPLETE AIR MECHANCAL OF CENTRL FL INC).

I was told by AHS that the parts were ready on August 22 at Lenox Orlando, but still, both AHS and Complete Air Mechanical of central Florida have not been able to provide me with any information as to when my air-conditioning unit will be fixed. Whenever I check my account online for any updates, all I see is the information that the parts have been ordered and that complete air mechanical is monitoring the situation. If that is the case, why is AHS lying about the parts being available to be picked up at Lenox Orlando?

I called on Monday (9/12) and Yesterday (9/14) and was still presented with same inconsistent messages. I have not been able to speak to any of the managers other than their customer service representatives.

This has been a very frustrating two months of ordeal especially in Florida.

As of today, September 15, 2022, I am still not sure of when my air-conditioning unit will be fixed.

Any help will be very much appreciated.

Thank you.

Sent repair man to repair oven repair man states the oven is not the problem it is a hard wiring to the oven that I need an electrician, so called AHS to get electrician a AHS told me they couldn’t get that report and I’d have to wait another day, so the next day I called and they still did not have the report, call the repair people and ask them to send info to a AHS so that I may have an electrician come out and fix the stove, Sears told me they would send it to AHS but it will take 24 to 48 hours , we have been without stove or microwave for five days now and they insist on reading for a report that has not come and now I am told that I must wait 24 to 48 hours again this is crazy, when they finally get the report I’m sure I have to wait another 3 to 5 days before an electrician can be sent out don’t care for this company they suck

I am a Senior Citizen I contacted your office two weeks ago my A/C went

out it was 110 degrees. Someone came out and said since I have a townhouse

the three ton ac should be a four ton ac and they turned down the repair. I contacted Building and Safety, this is a new building and it would have not passed inspection if four ton ac was required and only a three ton was installed.

I have a call into my lawyer but American Home Shield has issued me a second

opinion for Friday. I won't be able to speak with the person doing the inspection

as I will just be arriving home from my back surgery,. Please you need to help me figure this out. My name is Shirley Walker, contract number is [protected].

My cell phone number [protected] work phone [protected]

On 7/17 I submitted a service request for our upstairs air conditioning. A contractor was assigned and the necessary part was ordered from AHS. Both the contractor and I have called AHS numerous times and the part has still not been received. We were both told the part had been sent at the end of August, but still no part has been received. Both the contractor and I have gotten nowhere in our efforts to get this repair completed. We are elderly with health issues and this has caused a hardship and health hazard. This needs to be resolved asap

I called AHS to have my refrigerator looked at because it wasn't getting cold and the freezer was not also cold enough. July 12th a contractor from A.P2 Tech Services whose name is Zach was sent by AHS to look at and fix the problem. He advised me he would get with AHS because they will normally order the parts. He told me to unplug the unit because he would need it that way when he came to repair the unit. He called me 2 weeks later advising that the parts can not be found and the unit will have to be replaced. Since then I've been getting the runaround from AHS.I was at first being told they had not gotten the report from the contractor. I was on the line with a rep from AHS when I got a call from Zach telling me that he got a call from AHS and they were trying to also give him the run around saying they had not received his report. At that time he told me he had sent it 3 times. I was calling everyday starting August 15th only to be hung up on each and every time. They continued to tell me when I did get someone that they were still waiting on the contractor's report. I kept in contact with A.P2 Tech Services trying to find out what was going on. They were extremely professional and just as frustrated as I was.Never could I get an agent with AHS to give me a supervisor to speak with. Long story and dailey calls AHS called me on Sept. 8th to advise my claim was being denied because I had not had my contract long enough. She said I just got my contract on June 26, 2022 and I wasn't able to use it until July 27, 2022. I explained to her thatI got this contract on May 27, 2022 and have the emails stating my contract was good to start effective June 26, 2022. She hung up on me. I called back and the person I talked with then said my claim was being denied due to the contractor report stating my unit was already broken before they even came out. They said they received the report from the contractor on Sept. 7th. I called A.P2 Tech Services and once again talked with Zach who told me he never said that. He told me AHS was trying not to cover my claim. I called AHS back trying to talk with a supervisor only to be told there wasn't anyone to talk to. The only thing I could do was dispute the claim and they would send out another company but if that company found the same conclusion I would have to pay another service fee of 125.00. I am not trusting what AHS is doing. This has taken way too long and needs to be resolved.

I called 8/20/2022 to have my refrigerator fixed. The company they assigned (Daybreak Appliance Repair LLC) came on Wednesday 8/31/2022 and told me that it was unrepairable. I was told that AHS would call me in 24-48 hours to arrange for a replacement. I called AHS on Monday 9/5/2022 and was told that Daybreak had not yet sent them a report. My kitchen is now flooded from the refrigerator icemaker. I crimped and clamped the water supply line to stop it. I called AHS again on 9/9/2022 and was told that Daybreak has still not sent the report. They put me on hold to call them, and came back to tell me that Daybreak says they just sent the report. AHS told me that they need to call me back. Several hours later, I called AHS again. They still had not received the report. They told me the same thing again: they would get the report from Daybreak and call me back. I asked for the number to their corporate office. She said she doesn't have that number to give me. My kitchen is flooded and I am living out of a cooler. I WANT THE WARRANTY SERVICE THAT I HAVE BEEN PAYING FOR.

Opened claim on 8/27/2022. Contractor Service one (WHOM I HAVE REQUESTED NOT EVER BE ASSIGNED TO MY CLAIMS) He left one time on home phone when my cell # is primary contact #, I tried the phone # provided by AHS 2 TIMES A DAY FOR 3 DAYS NEVER RETURNED MY CALLS. I HAVE BEEN IN CONTACT WITH AHS EVERY DAY SINCE AND RECEIVED UNSATISFACTORY SERVICE SINCE I ENTERED THE SERVICE REQUEST, INCLUDING BEING LIED TO, HUNG UP ON, AND KEPT ON HOLD FOR LONG PERIODS OF TIME,UP TO 15 MINUTES. I HAVE BEEN A CUSTOMER FOR 20 YEARS. THE TEMPERATURE HAS BEEN 104-115 DEGREES SINCE I OPENED CLAIM. VERY DISAPPOINTED.

My name is Shirley Walker my account number is [protected]. i am a Senior Citizen. I live alone. i had someone from the ac department come to my home

as my air coditioner went out and it was 110 degrees in the evening that was September 2, 2022 at 1:00pm. they said their was a 3 ton and i needed a 4 ton and they turned me down. It is not

my fault a 3 ton was put on the roof if it was supposed to be a 4 ton. It was

approved and the ac company did it. I have my insurance that is false advertising if you say you are covered from your contract. my contract does

not state any exceptions only that i am covered. Please as a senior citizen

help replace the 3 ton and i can replace the difference with a 4 ton. please it is

unhealthy to be in this heat. I am to have back surgery in 7 days. My phone

number is [protected] or cell [protected] please text me.

Thankyou

Shirley Walker