American Home Shield [AHS]
reviews and complaints

I have raised a request for Refrigerator issue on the month of Feb 2023 and it almost 5 month still the issue is not fixed and they have assigned the case to Axis Appliance, there is no worst words to explain about the service they provided. Almost they come to home for fixing the issue every week and still not able to fix it. I am really frustrated with the service they are doing and when I escalated the issue with the service desk they are asking to reach AHS and AHS is waiting for the response from Vendor. When with escalation team in AHS (Hazl) they will fix until it works and there is not deadline for it. Attaching the case start date mail

I called ahs on 4/25 and told them I wanted to cancel my policy immediately. The representative said they would remove my credit card to make sure I didn't get charged and he would cancel my policy. Today 5/24, I got an email saying my account was past due. I spoke to 2 ahs reps and was told my policy can't cancel until a member of their resolution team calls me to find out why I cancelled! Finally I spoke to a rep who verified I cancelled before my annual renewal and paid my monthly service fee and now I am due a refund of $55.80.

Each person I spoke with tried to downsell me another policy and would not take no for an answer. It was very frustrating and I will see if I ever get my refund.

I have been servicing customers for HSA/AHS/Front door since 2005 and have had a pretty high customer review overall. I cannot understand why I am being drowned out of the service repair team. I have held a 4.9 to 5.0 star rating for years and all my reviews demonstrate our level of dedication and customer satisfaction demand. I have not been a straight answer as to why I am not being given any service calls. I have no bad reviews, I have not done anything wrong to vendor mangers or customers. In fact, I clean up after companies that do poor work and are no longer doing business with AHS but yet we treated like the carp of the Great Lakes. Why? Who did we upset? Is it because we are not Caucasian? Are we not big enough? Are we giving you guys a bad name or are our reviews helping your low ratings across the board? I just would like some answers as to why you guys are trying to eliminate us as a service contractor so I can inform your customers why you guys are choosing not to utilize our services that your customer are requesting. We hold a 5 star rating and accreditation from the BBB if that does not say much about our business look at your rating on the BBB. I would like to know what is the actual insurance limitations required by AHS. The limitations I have in place now are sufficient for entire towns and cities in our municipalities but you are saying they are not good enough for AHS who employs companies with bad reviews and work ethics or licenses and a company that is not even located in any municipality around us.

Last night my air conditioner stopped working. I have a service contract with American home shield and called to schedule a service call. I was told UNITED AIR TEMP would come out on Monday 5/22/2023. I explained that this would not work and the air temp in the house was 87 degrees and outside was 92 degrees. (FLORIDA) and humid. The person living there has a medical condition and could not live in that heat till Monday. I called United Air Temp was was able to get them out today 5/20/2023 and they repaired the Capacitor at a cost of $285.00 including the service call fee. ($187 plus $98.00) I paid them in full. When I called your company to ask how I get reimbursed, I was told I cannot because the call was not marked as URGENT. What is not urgent about HOT and HUMID air for a sick person. This is terrible and I can see why there are so many complaints about your company. I will report this to the Better Business Bureau if I do not hear from you in 10 business days. Also social media if great in spreading the word about things like this.

Contract [protected]

I already started with a bad experience starting on May 2nd, I called AHS for an AC spring "tune-up" with the $100 spring special. The contractor came to tune up and found that my AC refrigerant refill would cost as much as getting a new compressor coil replacement. I said, ok let me see your options to see which would be cost-effective. He left with leaving the tune-up to a minimal standard "tuning up" spec, not enough to optimize the AC. Then I scheduled the contractor to come back with sale options for a unit. Before the tech could come to Sell me new a AC units, AHS called to say I had to PAY AHS another $125 deductible just to have the contractor show me their replacement options - there was no choice but to pay that deductible - even after my "tune up" was incomplete due to the coverage. Two days after this sale consultation, From a consumer standpoint, how does it make sense for me to pay another fee only to have another SALES rep come over and show me my options on selling me a new mechanical? Later that weekend, I get another alert that AHS is sending a different contractor to "repair" my AC. I was confused because I just had a consultation with the first contractor. AHS double-dipped me on this instance and that is very inconsiderate to have to pay twice, a tune-up and repair service that is both not resolved at the moment of this writing.

After 2 contractor visits, 6 calls, and over 14 days I am still unresolved with no communication back about my ac unit that I signed and approved to purchase back on May 4th. I called ProConnect [protected] which is the number on my paperwork, 6 times over 6 separate days throughout the working business days (being patient that they are "working on it"), I even called the contractor who came to sell me the unit to call Proconnect and ask what is the issue. No one from Proconnect is calling me to take my order payment yet. This is where no one is communicating with me any updates over 2 weeks. Each phone call I had with a different representative had different answers of, things like 1. a mix-up in a double order that they couldn't find in my address. 2. a message was sent to their supervisor and that they will call back in 2 hours. Please answer when they call. 3. They are looking for a regional supplier, someone will be calling me shortly (I wait a day, and no communication. Every call I made ended with the "someone will call me back" at my verified number. They couldn't help me with any of my proactive calls to them, so they always ended with "someone will be calling me back by the end of day or tomorrow". Of course, I have been looking for progress status but it doesn't seem like there is ANY progress! Today is May 17 as I write this.

Proconnect... I am sure you are reading this, my order number is [protected] and I have no idea where the status of this order is, or if I want to even continue this order at this point. I would have emailed you but you only leave a phone number on the order agreement and calling doesn't seem to get me answers.

I don't know what else to do to get any one at Proconnect's attention about my approved order from May 4. I wrote another review on Tuesday but I am still awaiting a response about it.

New update: There was a mix-up with conflicting paper works that 2 contractors were sent by AHS to my home for the repair (and only one of them really came) This held back the paperwork and was the issue to why my approved paperwork was just sitting in the dust for 14 days - it would not have queue up if it wasn't for my many calls, but it was still horrible to have to hear "someone is working on it and will call me back soon" each time and day.

This review may not be the best representation of Proconnect's workflow, but in this case, this was a weakness in the responsible terms of a chain system that is too organized that if paperwork falls in between the crack, it will go unnoticed, my advise is, you may have to stay on top of it.

Finally May 19 update: After 6 hours of my day off in call waiting line multiple (3) calls to proconnect agents, I finally was getting some light shine on my processed approval. It only took an hour for Tanya Newsome to really dive in and fix mistakes between AHS/Procon paperwork and really put their nose inside of the work that took me so much time and days to let someone realize I really needed attention. (It makes no sense because, companies want to take your money, in my case all $3700 payment). What would have taken 30mins of work turned into headaches, lost days, my time on hold-calls, and figuring out what the hell, could have been handled a lot better. You have my information (old [protected], new cust [protected]) and call logs, all I ask is you take all the time (i did) to listen to 10 phone recordings and fix your workflow issue.

I called for service and was given a contractor. This contractor said that it would be over two weeks. I called AHS and they referred May Elec. May came out and got us cooling. I paid 1602.00 direct to May pus the 125 dollar service fee. AHS refuses to compensate me for anything. They say that I have a code violation that they had informed me about before and had not been fixed. We have never received a notice to have something fixed.

The violation is locks on the outside unit. The re. pair was to fix a leak on a pipe on the INSIDE. Needless to say the lack of any locks did not have a thing to do with the leak. They then sent a contract that shows where the contractor was going to install locks. No locks have been installed. They do not have and email address and the operators have a hard time communicating in English so I cannot get any help

Hello,

I am filing a complaint against AHS.

Last Thursday 5/11 AHS came out to look at my AC unit as I noticed it had stopped cooling like it normally had. I bought the house in February of this year, had a home inspection, and had a disclosure from seller stating there was no known preexisting issues noted to AC unit or any other big issue in the home. At closing, home warranty was bought on the house with AHS. This AC unit passed home inspection. (I have since reached out to the company that did my home inspection and they state it was working fine when inspected and incident should be 100% covered by my home warranty plan.) I have reached out to over 5 people regarding this issue in AHS in which have done nothing for the issue. The contractor that was sent by AHS came out and wrote in a report that this was a "pre-existing issue" so AHS continues to state that this will not be covered. AHS representative from Dawson states she is unable to send me a report/invoice of what was wrong with AC and states "If I share that information with you AHS will fire me." I paid $100 service fee for them to come and inspect my AC unit and was not able to be provided an invoice/diagnosis because "she could lose her job", but states, "bottom line is you need a whole new AC unit". Representative was very rude on the phone and continued to lecture me that this was a preexisting issue. This was not a preexisting issue as I had since used my AC unit when I moved in, and it had passed a home inspection. This is now week 2 with nothing being done. I am very dissatisfied with this home warranty company. I would like some action taken to get my AC unit replaced/fixed as soon as possible as it has already been 2 weeks.

My refrigerator stopped working Saturday May 6. I called and left a message for American Home Shield to schedule an appointment. They called my back Monday May 8 and told me a company would call to schedule. The company called and scheduled for Friday May 12 - now I am without a refrigerator for 6 days. I call AHS back and ask if they can have someone come out earlier. They cancel that repair company and then tell me I will have to wait 24-48 hours for another company to call me to schedule - at which point I say to keep the May 12th appointment. May 12th I take off work and the repair company doesn't show up. I call customer service who says there is no supervisor available, they have already charged by credit card for the service repair, I have already taken off time from work and now have a fridge full of spoiled food and 2 children. It would have been better to not have a warranty as I would have had a fridge by now.

And for being called AMERICAN home shield - EVERYONE WAS FOREIGN, which says their call center is located OVERSEAS

I am a licensed contractor hired by AHS to repair there clients homes such as leaking roofs! Well I completed 2 of the dispatches that they sent to me and like normal sent them the invoice. Prior to me completing the jobs I sent them my bank information as they requested. Well they are claiming they deposited my money but to a different account and they are refusing to pay me because of there mistake

Made a service request on /about March 14, 2023, about water heater without hot water. took one week to assign a technician - Custom Plumbing. Finally approximately one month, install new elements in old water heater and found it was leaking. Another Dispatch # was issued. On ~April 27 a new water heater was purchased by AHS and installed. I had hot water for one night (Later found out the lower element was producing the warm water). Without hot water for over 2 months. When I called the AHS service desk, they told me that the technician said it was water heater manufacturer problem. I talked to their troubleshooting line. They told me that the upper element was burned out because of failure to fully fill the tank with water before turning the power back on. Indeed, the element was burned. The water heater manufacturer supplied a new element and the electrician, who tested my circuit breaker for power, installed the new element. I asked for reimbursement from AHS. They refused because it was not their technician, but I had not had hot water for 2 months.

I opened a ticket for refrigerator repair on March the 6 and after three service companies have been to my location with no resolve now they want to send a fourth company out. I have taken off work a total of seven times to meet the repair technician and still I have no resolve. It's been beyond 30 days a total of 57 to be exact. I have complained about the service with no resolve.

I purchased a one year home warranty for the lady who purchased my sisters home in 2021. The price was $932. I gave American Home Shield my checking account number. They were supposed to make 12 monthly withdrawals in the amount of approximately $78 each. They made those withdrawals but then continued to make withdrawals after the $932 had been paid in full. In total they withdrew over $800 more before I called them and told them to stop. They have refused to return the overpaid amount.

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...

It has been over 1 MONTH , 2 different vendors have come out and they wanted to send out a 3rd, however the vendor stated it was a duplicate. They continue to call the 1st vendor who said that it would take 2 technicians to replace the part, however the 2nd vendor verified and showed me as well as AHS that the part has been discontinued. Both say I need a New Washing Machine. It has been escalated to Contractor Care and STILL NO RESOLUTION as they are looking for a vendor with 2 technicians to replace a part that has been discontinues.. This is what they tell me on the phone . They tell me that someone should call me in 24 hours no Call. I've been told 48 hours I wait and no call.. today I was told it could take up to a week.. I don't understand if all you have to do is verify whether or not the part is available. if the part is available then you look for a a company with two techs if its not then replace the machine.. This is not a 1 month effort.

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.