American Home Shield [AHS]
Reviews and Complaints

I called AHS for a pipe leak in Feb 2023. I am very attentive to my house. Two days after returning from vacation I noticed a huge brown spot on the ceiling. The technician said it was from a water intake valve on the toilet. I knew he was wrong because the spot only appeared after I used the guest bathroom shower. I asked for a second opinion his buddy diagnosed it the same after getting the report from AHS of course. I am just returning home an issue is not resolved. I did not pay my monthly fee because they sent 3 people out at $125 each and the problem was not solved. It is a never-ending diagnostic money pit!

I reported a leaking washing machine to American Home Shield on 1/31/23. It was dispatched to APPLIANCE GUYS INDIANAPOLIS LLC

[protected]. Dispatch: [protected] (American Home Shield). Appliance Guys Indianapolis LLC came out Monday, Feb. 6th. Their diagnosis was that the door assembly needed to be replaced (the closing magnet was broken and thus was not sealing door properly). I told them the washer did not appear to be leaking from the front of the washer? They were approved by AHS to order and did order the new door. The door was shipped to my home address and Appliance Guys Indianapolis came out on 2/22/23 and installed the new door. The washer was not used for about a week or two due to travel by myself and my wife. On or about 4/4/23 the washer leaked again. I contacted American Home Shield who said they would "send a different contractor out". The selected on (FNA Appliance Repair LLC) that is located in South Bend, IN. Nearly 3 hours from my address. This company did not contact me within the 24 hours stated by AHS. I contacted them and they attempted to diagnose over the phone the cause of the leak. Their opinion was it "could not have been the door". They were dispatched on 4/4 by AHS. Dispatch #[protected]. FNA Appliance Repair LLC committed to coming out "sometime Friday or Saturday (4/7 or 4/8) or would "definitely" be out by Monday, 4/10/23. Which they stated they would contact me on Sunday, 4/9/23 to set up the arrival window. They did ask me to send photos of the door; photos of water on the floor; the sticker with the model/serial number on it as well as some door interior seal and drum photos. I sent 6 total. I reached out to AHS in the early afternoon due to FNA not showing up during what I thought was the window of 8-noon. They told AHS that that window was 9-1 p.m. EST. I received a text at 1:08 p.m. on 4/10 that "the tech is enroute." He arrived and examined the door and seal and ended up tightening hoses fittings and leaving. He asked that we run a cycle to see if it still leaked. We ran a rinse/spin cycle and texted FNA at 4:33 p.m. EST that the washer was still leaking. Furthermore, I took a picture of where the washer was leaking from and noted it was coming out as a mixture of water and suds. They let the tech know and then texted back at 4:55 p.m. "that is apparently the most uncommon (sic) as that is an air vent. We will send him back tomorrow he said he can fix that. Is anyone available tomorrow between 11 and 2 p.m.?" I replied Yes, 11-2 p.m. is good. He came back out on 4/11 and took apart the air vent and cleaned it and noted it was "gummed up or clogged". Demonstrated that it was functioning properly and replaced it in the washer. FNA texted at 7:01 p.m. to inquire if we had a chance to check the washer? We had not. At 8:46 p.m. we texted back that we ran a rinse cycle and that it did not leak. We did not have a reason to run it again until Thursday, 4/13. Friday, 4/14 in the a.m. we noted it had once again leaked and notified FNA. The stated they would contact the warranty company and get back to us. On Monday, 4/17 at 2:13 p.m. I texted FNA that the washer leaked again that day. They stated "they had contacted LG for further directions. Will advise." I told them it was coming from the same area (the vent) and they replied "Understood". We heard nothing back from FNA until I texted them Monday, 4/24, that the washing machine at leaked 3 more times and noted that it didn't appear to be spinning correctly (close were coming out sopping wet). I asked them if I needed to contact AHS or asked if their case was still open. They did not reply. They did reply that "we told them to send an LG specialist. The internet said it's a manufacturer defect we will follow back up". No reply until I texted them on Wednesday, April 26th, with my confusion on when and who was going to repair our washer. The reply was "I'll double check". I asked if LG was going to reach out directly to me. Their response "I'd contact them directly". We went back and forth on how I should contact LG and what I should be saying? They also said that "AHS will punt to manufacturers when it's a well known defect/recall. Should have their number on the machine. I called LG directly and spoke to numerous departments before finally reaching a customer service/repair number. LG states there are no outstanding warranty/defect/recalls for my model # or serial number. They said that AHS and any appliance company knows that their warranty is for a period of 1 year and that they would not be covering the rear air vent leak. I spend at least 1 hour on hold and calling/being transferred from department to department. I ended up hanging up on the rep that told me that I was welcome to check my model/serial number on their website and that I could provide that to AHS. I then texted back FNA to inquire what they were basing their "it's a known issue on the internet" which they had provided to AHS and who based their decision to send me a notification that I could "accept charges" that are TBD from FNA. Eventually, FNA replied "Please direct your frustration to your warranty company who does not cover manufacturer defects. You can ask them for a second opinion. We are no longer involved. I pointed out that Dispatch #[protected] was still open. Minutes later, I received an email from AHS that it had been closed as "completed". I spoke to numerous call center reps in, apparently, the Philippines at AHS attempting to get them to engage on this repair work. Ultimately, they are giving me the option to exercise "a second opinion" which results in me paying another $75 and, apparently, not getting my washer repaired since AHS is maintaining (because FNA said so) this is a manufacturer defect or recall. I attempted to cancel my warranty and stated to the rep at AHS I would be filing a complaint with the IN Attorney General's Office as well as the Better Business Bureau. He transferred me to a "supervisor" (seemed like another rep) based Christopher. He and I could "exercise the second opinion" and I pointed out to him that I already had 2 vendors come out and that, ultimately, I diagnosed where the water was coming from with photos to FNA. What is a second opinion going to accomplish. I feel that AHS is in breach of their contract and is apparently using "end around" moves to keep me talking to them. I am at the moment awaiting yet another call from their customer escalation center. Christopher verified that customers cannot contact this "center'" on the customer service department of which he is a part of. He said it would be 24 business hours...

Charged me for a list of covered costs. Customer service located in the Philippines giving me the runaround for 8 months. Lying about not being able to transfer me to the escalations team and that they can only be on calls for 8 minutes. Then not transferring me to the survey. Sent the wrong furnace and then charged me based on gas and not electric. Then sent a furnace with no heat strips so I can never use heat in the winter. The customer service in the Caribbean area are much better. Contract [edited].

Very irresponsible. Keeps on saying they will escalate and doesn’t do it and doesn’t follow up. Assigned to a contractor at first who doesn’t deal with rentals, then to another one who give appointment 7days out and then reassigned to another one who was 5 days out for a furnace in Indiana in mid April. The temperature forecasted to be at 33 and said since it is not below 32 they can’t expedite. Very unethical in their business conduct.

Dear American Home Shield,

I am writing to express my deep dissatisfaction with the service I have received regarding the air conditioning units in my home. As a loyal customer of American Home Shield for over 12 years, I have come to expect high-quality service and timely solutions to my home repair needs. However, my recent experience with the service I received on April 19th, 2023, has frustrated and disappointed me so badly that I had to write this letter.

On April 14th, 2023, I submitted a claim to have a technician come to my home and check the air conditioning units. While a contractor was sent to my home, I was informed that I would need to pay $810.00 for testing using a Nitrogen purge and electronic test and any additional costs for repairing and recharging the system if a leak was found. This cost is outlined in the AHS contract guide, but I find it unacceptable given that I have already had to pay for the same problem in May 2022 and problems in August 2018. It is clear that the units have low or no R-22, to compressor damage, and leaking oil, and the same problems keep occurring again that happened in 2022.

Furthermore, I have an annual service agreement with Cool Ray to check my units twice a year, and they have provided me with a report stating that both units are not cooling at all. The report recommends replacing both coils, recharging R22, and upgrading to a new system if necessary due to compressor damage. This report clearly indicates that there is an ongoing problem that needs to be addressed.

I urge you to take action and address this ongoing problem. I believe that the best course of action would be to upgrade to a new system, as recommended by my contractor, rather than repeatedly replacing the same parts at a significant cost to me. It is unacceptable to keep charging me for the same problem without a permanent solution. As a loyal customer of American Home Shield, I expect a timely and cost-effective resolution to this issue.

I requested a prompt response from AHS supervisor Gia, whom I spoke to on [protected], and a satisfactory resolution to this matter for both parties. Basically, she kept reading off the script and did not take time to resolve the problem, but just rude and was to little to no value during our conversation.

However, Thank you for your attention to this matter.

On 4/17/2023 I put in a request for service on our refrigerator, on 4/18/2023, I was assigned a service provider, I could not reach this provider until 10:00 AM, our refrigerator went out on 4/17/2023, once I did finally reach the provider they stated they could send out a service technician between 1pm-5pm, at 1:30 I was contacted and told that the company had a family emergency and the technician would not be able to come out and wasn't sure when they could send out a technician, I contacted AHS they told me they couldn't do anything as they company they assigned has 7 days to complete the order, they refused to connect me to another company stating that due to guidelines they couldn't do anything. The worst customer service I've ever experienced. I pay my bill on time monthly and when we need service, we can't receive it. Worst Home Warranty Company ever!

Claim occurred Nov 27 for Dishwasher and Oven hood. As of 4/17/23 I have still not received any assistance from customer service. On several occasions, I called in to find out progress and they had no information, so I asked for a supervisor to call me back. They would usually call between 48-72 hours. They would never leave a call back number so I could return the call. I finally purchased a dishwasher in Feb.

I had explained to them that since I was getting NO assistance on appliance repair, that I would end payments to them since they broke the contract. That is what I did. They have called me several times and they told me I must pay for my account before they could address my concerns. I reminded them that this was a claim from November 2022 while my account was fully paid. But they dismissed me because I would not pay them. I had told them before on Several occasions that I would be glad to complete agreement once they did what they were supposed to do in November. They broke their part of the contract.

One of the toilets in my home plugged in January, 2023. I paid my $125 fee and they sent out a contractor on January 30. He used my plunger to clear the blockage. The next time that toilet was used it plugged again. This time it overflowed. American Home Shield sent the same contractor out on February 7. They snaked the drain and got the toilet working again. The toilet plugged again and they sent the same contractor back on February 20. He cleared the toilet and it subsequently plugged for a fourth time. I let it sit with water in it for about a week. AHS agreed to send a different contractor but my housekeeper actually cleared it using my plunger and I told the new contractor to stand down because the toilet was no longer blocked. Of course, the toilet blocked again and has been for over a week. I keep risking overflow to see that there is water seeping down through the drain to try to loosen the blockage. AHS now says they won't send out any contractor besides the one to which they originally assigned the job (which they had already done) to comply with company policy and that I'll have to come up with another $125 if I want a different contractor to do the job. My position is that I am the customer and I pay my monthly bill and I've paid for my deductible and they need to provide someone who can determine why this toilet keeps blocking up. I have two other bathrooms in the house with identical Kohler extended bowl toilets in them that don't block with virtually every other use. There definitely is something wrong with the drain and a properly equipped and trained plumber should be able to identify and correct that problem.

Hi

I am a customer of AHS since more than a year, I put a service request to fix "water leaking" problem in my kitchen , Arsenal Plumbing was assigned to do the work, they replaced the faucet and after 1-2 weeks later the faucet leaking again. Called AHS 3-4 times, almost daily for last 7 days and AHS literally told they cannot do anything , if I need to get the issue fixed I need pay again as a service fee. AHS denied to fix my problem as per contract and believe what Vendor is saying. They refused to let me talk to supervisor, give me name of supervisor to help resolve issue. I have not been able to use my kitchen due to water leakage, damage to the wood under the kitchen. It is not a customer friendly company at all. Using vendors who dont do good job, use cheap material to fix issues and just take money from customers. This is clear violation of customer service contract, not taking accountability of the service they are providing. The customer is left with no option rather figure out themselves. Imagine living in a house with water leaking in kitchen for 7 days. All AHS cares is money, no customer service!

Contract # [protected]

Hi I have been a customer under different contracts for 17 years. Usually, I have no issues until as of late.

In summary, I paid my deductable for my icemaker repair 2/18/2023. the repair man with sears said he got my ice maker working but it may quit again.

It did the next day the before repair approintment it started working again.

Now as of April 9, 2023 Im having the same problem!

I paid one $125.00 in February 2023 and charged another for the same problem again! I understand you say I got 30 days warranty, however why didn't the repair solve the problem in February 2023 if he knew it was only going to break again. Now I have to pay $125.00 again.

Very unfair!

David Rouse

[protected]

[protected]@hotmail.com

I have been a customer of AHS for quite a few years. September 2022 I called in a work order for an AC unit that was leaking water down into the furnace due to a leak in the A/C coil. The contractor came out and said there was a leak in the AC coil that needed to be replaced. The contractor got sick and could not complete the job. Over the next nine months, I have called American home shield, repeatedly requesting another contractor. They said they would reassign the service request to a new contractor. One was assigned and came out to check the unit, but because it was winter time they could not , fix the original problem of a frozen line with a hole in it, because it was now winter time and the furnace was now on heat. Needless to say nine months later, it has not been resolved yet. Because of the leak from the coil, Damage was done to my property. I had to replace the flooring around the unit. I had to replace drywall around the unit to prevent mold from the constant water leak. I tried calling AHS, customer line and requesting an emergency response, to ha someone higher up to give me a call so I could get this issue resolved. They stated that there is no one higher up that can get this issue resolved. Although they have sent another contractor out at my expense to check the furnace, they were unable to check the AC cola because it is now winter time, and the AC unit is turned off, the AC unit must be turned on in order for the line to freeze, and then turned off to thaw out to show the water leaking into the unit . Now that it’s summertime and the AC unit is still needing repair, AHS has not responded nor have they requested a new contractor to fix this problem.

If the AC unit is turned on now on and it continues to leak the damage done to the flooring and drywall that has been repaired will be destroyed again. It’s unfortunate that I have paid monthly for quite a few years for this warranty and no one at AHS can’t return my call or resolve this issue.

One customer service representative said I should send this to the better business bureau if I wanted to get it resolved. Dispatch #[protected]

I contacted ahs on march 23, 2023 to open up a service call. They contracted a local plumbing company who are not responding after they gave a scam quote for code violation before they can start my repairs. My home is brand new, which meet all city constructions codes including plumbing. This local company and ahs are conspiring to rip me off and take my money away. American home shild is not answering phone calls or emails.

I live in an apartment style condo on the 3rd floor. My neighbor has a water leaking from a vent in her ceiling. I requested service thru AHS. A plumber came out, cut a hole in her ceiling to look for the leak; saw the water dripping. Then in my unit cut a couple of holes to find the leaky pipe and found it behind my shower. I don't understand how that is considered outside the foundation. Its my pipe for the water I use. It is not outside. The conversations with customer service are scripted and repeated. I'm not sure if there is an understanding of home structures and how plumbing works. The plumber reported the situation and the reviewers who determine if the damage is "covered" do not understand. This is very disheartening. My friend referred me to AHS, telling me its good to have as a homeowner and I find myself frustrated because AHS chose to put themselves in a situation where you have employees who are not able to comprehend your client's dilemma. I am still in the process of resolving this.

I submitted a claim for my oven, the control panel becomes inoperative. Not abnormal but this is the 3rd time I have had to do this. I asked the rep to escalate this because I want it replaced due to this is the 3rd repair for the same issue. I have been on the phone with AHS every day since the technician came out. All the representatives do is read from the script and not solve problems. I ask to speak to a supervisor, and no one can transfer me. I have literally been pushed off every time I spoke to someone. I am only asking for them to do what make sense, why keep replacing the same part it only cost me and Ahs. No one takes time to correct problems but just be rude and read off of the script. MY name and contact is as follows

Anthony Richardson

187 Gordon Rd

Clayton NC 27520

[protected]@yahoo.com

[protected]

Over a year ago AMS replaced my furnace by Connett Service. When this happened they couldn't tell me what furnace I was going to get installed. After contacting the owner they finally told me. However a different one was installed. This year I had it serviced and was told its the wrong size for my house and it's taking a toll on my air system. I did get a second opinion with the same info. Connett should've installed a 3 ton unit but they installed a 5 ton unit. This is wrong that this happened and Connett won't even Engelage this.

Sometime back AHS replaced my air conditioner. The installers laid the new unit on the dirt floor. Later dirt got inside and it was tilting. I called Bell Brother to come out a put a base under the air conditioner and straighten it. Now the coil is leaking due to age. (as it's original) The company you contacted could've notified me of that when it was replaced and gave me the option to replace that even though AHS doesn't cover it. (not good service)

Now my refrigerator is having an issue for the 3rd time. Mr. Service put a thermostat in 6 weeks ago and it's out again. All they did is ask me what it was doing and replaced thermostat. Maybe looking at it better would've found more. Now you want charge me $75 for the same problem. I took time off work and lost hundreds of $$ in food multiple times now. I think your contractors are the issue and not saving you money. I'm considering being done with your service after 23 years. Plus the fact that if you want to upgrade the buy out price isn't even close to a replacement price. Called your customer service but they just say "I will check on that and get back to you" NEVER DO

I am complaining about American Home Shield warranty and customer service.

I have two homes that are covered by AHS warranties. I have been a customer for two or three years. Less than four years. During that time, I have had reason to use them three or four times for trivial repair services and twice for non-trivial services.

The trivial calls went without a hitch and produced decent repair experiences. The non-trivial repairs both involved water heater repairs. Both experiences were abominations. The firm requires you to wait 24 to 48 hours for a response from one of their contracted repair firms. The reality in both situations was more than 36 hours in one scenario and a week in the second scenario.

Calls to AHS for a resolution went either unanswered or answered and not acted upon. They always had a complex administrative obstacle course they set up to navigate before any response could be given to the homeowner. Even after the response it was days before the contractor would show up, and then, they didn’t seem like they were on their game.

The inbound customer support telephone service center is an offshore business unit that speaks an English that you can not understand. When you ask them to repeat what they said, they dutifully do, and it is as unintelligible as the first time, if not worse. Ask for any type.

The telephone experience is passive-aggressive, always agreeing, doing nothing to fix the problem, and asking you to wait as they check some esoteric considerations in their rules of customer warranty engagement services.

The same water heater that Home Depot or Loews can sell and install the same day takes AHS over a week to achieve the same results. The other difference, and it is a biggie, is that they will frustrate you to the verge of insanity with delay after delay.

I now believe self-insurance is the smart way to handle these types of unforeseen whoopses. Take the annual warranty fee they charge, put in a warranty savings account, and stop funding when you hit $3,000 or $4,000 ($1,500 higher if you are beyond mid-life on your water heater). If nothing goes bump in the dark before you sell the house, then take some of what’s left over and use it for a nice night out for you and the wife when you move to your new home — and of course, replenish the funds over time.

Like so many others have lamented on this list, AHS is a very bad business services provider that is out to make a buck off you any way they can — which usually ends up a day late and a dollar short, for you, in their service offering.

I called today and was connected to an out of American representative. When I requested to be transferred back to the United States representative she refused and told me AHS is not located in america and I would have to speak with her only. Unfortunately she did not give me her name! Is my only resolution going to be is cancel and demand a refund on the balance of my account. I paid a for a full year.

I placed an order for water heater repair services on Feb. 06, 2023 as it is no hot water and the AHS outsourced service company, Wicker Installation scheduled to come on Feb. 05 but didn't show up on schedule time then called rescheduled on Feb, 06.

After service company visited, they mentioned there are parts need to be replaced and will order from the manufacturer. I have been withing till today, March 24 the water heater still has not being repaired. Between Feb. 06 and March 24, I was trying to call service company and AHS customer service many times the answer I got include: the parts will deliver to your house, the parts was on the way and arrive next Monday and the manufacturer is out of stock etc. so I have to endure for 46 days without hot water.

Today, I cannot bear with AHS anymore and called to cancel my policy with them and waiting on the phone for verifications on two different occasion and they even informed me they will charge me $45 for cancellation. I started AHS insurance in 2017 when I bought my house and rarely use the insurance but when I terminated my policy they not only fail to fulfill my service order but wants to charge cancellation fee. This is ridiculous!

I will never use AHS again in my life after terminated with them and would like to advise whoever would like to buy similar insurance think it twice before act.

My complaint is that AHS has at least 10 phone # as contacts all are from another country, these representatives are difficult to understand. I want a phone number that is from an agent or representative from the United States.

It is very frustrating. I had a question about my account and increase in my monthly payments. I have been a member of AHS for at least 15 years. And do not use the service that often. AHS needs to have a phone number in the United States.