American Home Shield [AHS]
reviews and complaints

Having been a customer for several years, we are very disappointed with ahs and May hvac. We requested service on or about 11/15/22. Virtually no communication from May hvac and continual runaround when calling in to ahs. We were continually told May was contacted and would respond, which never happened. I left voice mails with no return calls, only one response to emails Not until the Attorney General's consumer protection office became involved did May seem concerned at all, that was about 2/16/23, by then being aggravated and fed up with the situation. I had a local company replace the complete system at a cost of $8,671.00

Good Morning American Home Shield,

I am looking to get a new contractor on my list for Heating/Air. South Placer Heating and Air have been no-shows multiple times without giving me information as to why. Very difficult to get a straight answer from this company and they seem to use the same "Cookie Cutter" excuse to why their technician didnt show up and to why they didnt contact me about it. Very unprofessional business. In summary this company has very long wait times to schedule an appointment with them (weeks ) and when the day comes they dont show up. Extremely frustrated by this company and i have brought that to your attention two times now. So for the last time please remove them from my contractors list or i will drop your warranty service and go with someone else.

Thank you,

Kirk

We had an account with AHS home warranty service for 13 years. We used them several times for small things and a few times for slightly larger things. We had no problem with smaller issues but seemed to really battle with larger issues. One of those issues was a few years ago when our hot water heater burst. The company that contracted with them said to be sure they did not replace our hot water heater with a lower grade water heater than what we had because they usually give you the cheapest they can find at that time. They would only replace it with the cheapest hot water heater and we refused to have something less than what we already had. We chose a better water heater and assumed we would have to pay the difference between what they were going to provide and what we got. They ended up paying us much less than the value of the cheapest water heater. They said if we do not accept what they give us, they give us a "buy out" price which is whatever they decide to give you. We gave up fighting with them and paid the difference.

Our 2nd issue came last year when we had a drain in the basement backing up. They had snaked that drain several times in the past with no problems but this time their snake got caught. They put a camera in the line and determined there was a leak. They dug a hole in the concrete floor to fix it and our contract only allows for the pipe fix but not the concrete. We couldn't argue that because the contract says that, but I feel this is not a good business practice and they should have to fix both.

Our latest situation was a leak in the ceiling in our basement bathroom around June of 2022 which was from the toilet upstairs. The contractor tried to fix it a couple of times through the hole from the light fixture but were not successful. Inevitably they had to cut a hole in our ceiling and replace the entire pipe. We checked our contract and it says they pay up to $500 to fix the ceiling in such cases. The contractor that fixed the pipe offered to fix the ceiling because his employees knew how to do so but AHS would not allow them because they are only contracted for plumbing and electrical. They said they would get someone that was contracted for such things to fix the ceiling. We kept waiting and contacting AHS and all they said was that they were working on it. Finally, my husband got furious and was on the phone with them for quite a while. They ended up telling him that they do not have someone contracted in our area to do such things so they would give us a "buy out" amount of $100. First of all, it isn't our fault they don't have someone contracted and $100 would not cover the charges. We kept fight with them and got nowhere. They wouldn't even give us the $100 until we got it fixed and sent them the bill. This was around December of 2022 and in the meantime, we had a hole in our ceiling with a can light hanging down. I finally got a relative to fix it the best he could for $170. I submitted the bill and they did pay the $170 but we should have been able to hire a contractor for up to $500.

On 2/4/23 I called AHS regarding our washing machine that is covered under our Platinum Policy. The washing machine is not turning properly and it is making a terrible screaching sound.

A repair tech came out on 2/9/23 from Affordable Appliance and told us our machine needed a new gear case. He said it would take about 2 weeks to get the new part and that he would file his report by that afternoon.

Fast forward to today 2/27/23. We are still waiting to hear from AHS regarding this.

On 2/21/23, I received an email from AHS, entitled, Dispatch [protected] saying our repair had been approved and to contact the repair company. I contacted the repair company and they told me that AHS had denied the claim and closed the case.

I called AHS and was told that is not true. That the repair company had not yet filed a report with them. Today, a Supervisor, AJ, called from AHS to tell me she was following up on this and would get back to us as soon as she heard anything. AJ called on 2/22/23 and told me the same thing and said the repair company is not responding.

On 2/22/23 I called the Authorization Department and they told me they were contacting Contractors Relations Team and would follow up. So far, nothing has been resolved.

I am confused why was I sent an email from AHS on 2/21/23 saying our claim had been approved (I have the email) and now we are getting a complete run around?

We paid for a 1 year Platinum Plan in good faith to cover our appliances. The only thing we have received so far are lies and a huge run around. Obviously, we will never waste our money on another plan with AHS.

We are retired college professors living on a fixed income and can't afford to run out and buy a new washing machine or waster our money as I recall about $865 for a policy that is absolutely worthless.

I filed a service request for my dishwasher in November. AHS sent out a vendor, after multiple visits and replacing some parts it was still broken. They sent a second vendor that was not capable of fixing this brand of dishwasher. They sent a third vendor that came out and replaced parts 2 different times to no avail. They then required a "senior" specialist to come out. The dishwasher is still broken and they are refusing to replace it. This has been going on for 4 months at this point.

My washer broke on January 23, 2023. I contacted AHS the following day, January 24, 2023.

The gave me a dispatch I.D. number and connected me with a local repair shop called, United Appliance Services LLC. I made an appointment with them, but needed to cancel. I did so the day before the appointment. We made an appointment for the following day and the technician called to say he was on his way. They give you a 4-5 hour window as a time frame for them to show. After he called I realized I needed to leave and would not be able to keep the appointment. I tried calling him back to cancel, but he did not answer. I then sent him a text on his phone. When he came to my door, I told him that I needed to leave and could not keep the appointment. I asked if he could go to his next appointment and return later that afternoon. He said no and told me to call the office to reschedule. Later that day, I received an email from United Appliance Services LLC telling me that they did not want to service my washer and that they had no afternoon appointments available. They instructed me to call American Home Shield and request a new service company.

I called AHS and they issued a new service request and set me up with a company called, All Desert Appliance dba A.D.A. Repair. I called ADA and requested service, giving them the new dispatch I.D. They said they could not service me for a whole week (7 days). They also said that because the service request was a transfer from another repair company that they could not send out a service technician, but would need to do a video chat. Again, the time frame for this appointment was a 5 hour window (8 am - 1 pm). I asked why it would take a week for this to happen and why since the appointment was so far out, why couldn't i get a specific time. She became belligerent and told me to take it or leave it. She could and would not give me a specific time for the call. I made the appointment and then immediately called AHS.

Now, every time I call AHS, the representatives are very sweet and accommodating. I know they are just doing their job and most of the time reading from a script the proper response to give. They are based in the Philippines and though English is not their first language do an excellent job of communicating.

ADA did make the video chat call. I showed the technician everything that he asked to see via video chat. At the end, he wanted to know the model number and serial number of my machine. He took a screen shot of it and said that the company would get back to me after they received approval from AHS. I told him that I had been very happy with my machine and that it had served me well for 22 years. He then said the machine was too old to repair.

I waited several days to hear from either AHS or the repair shop, before receiving a text from the repair shop stating that they had submitted their conclusions to AHS (2/1 & 2/2). Several more days went by and on 2/5/23, I called AHS myself.

I have continued to call AHS over the last 3 weeks. At one point, they told me that ADA had closed the dispatch order on 2/5 with no resolution. AHS then reopened the order on 2/8 and told me I would receive a call or email from ADA within 4 hours. I never received a call. I called AHS on 2/9 and spoke with a lady named, Chris. She also told me that I would receive a call with 4 hours. No call was received. Chris did call me back 7 hours later to follow up on our previous call. On 2/13 I called AHS and spoke with a young man named, Ace. He told me he was reopening the case and I would receive a call from ADA in 24-48 hours. No call was ever received. on 2/15, I called AHS and spoke with Ryan. He sent and urgent email to ADA to call me for service and promised a response within 4 hours. I never received a call. On 2/16 I called AHS and spoke with Angel. She gave me the same runaround as the others. I asked to speak with a person with more authority. She connected me with a lady named, Lolita in the escalation department. I was on and off the phone with her for more than an hour. She was trying to get a response from ADA. She finally returned and said that she was able to speak with a technician and that ADA would be calling me to schedule an appointment. Once again, no call was ever received.

I called AHS again on 2/18 and spoke with a lady named, Beth. There were roosters crowing in the background. She reissued a new dispatch order I.D. #[protected] and told me that ADA would be calling me to make an appointment. It has been 4 days since that call and I have yet to receive a call from the repair shop to schedule an appointment.

I am going to call AHS again today. This has been totally frustrating. I am at my ends rope with these people.

We filed a claim on January 23, 2023 for our Fridge. It no longer was cooling or freezing. It is only 5 years old. We were told someone would be there within 48 hours and would call us. NO one called as always. I had to call AHS again, and then get told a company named Three rivers will call us and they scheduled an apt for January 28th. Well, the guy never showed and only called asking for my model number. We waited another two weeks, nothing. I called on Feb 9th, and got put on hold again. Then they came back, said call back tomorrow as the company was unavailable. I called back the next day and all of a sudden parts were just ordered on Feb 10 and told to call back on Monday Feb 13. So I called back Monday, oh they are still waiting for parts. We waited another week, called again, only to be told they are still waiting on a part. Now the guy was never here to even see it, so How he is ordering parts I don’t know. We bought a new fridge and NOW they won't fix my old one. It’s Feb 21! Still NO parts or calls! I have complained and complained and told them I had no other fridge, they didn’t care. They just read from a script! Didn’t offer me anything. Now I had a fridge in my basement I have to get rid of and a 2000 credit bill to pay!

I have spoken to American Home Shield at least 26 times over the past 6 weeks in an effort to schedule installation of a new furnace.

American Home Shield's contractor scheduled installation with me today, but was unable to follow through because (AHS) did not have the correct furance available for pick up. AHS is unable to confirm pick up date of the correct furnace parts for its contractor to install it.

I repeatedly requested to speak with a Manager, but none have called me yet. They continously put me on hold and create Escalation Tickets, which are never followed up on.

I only want resolution, which remains elusive. AHS has wasted too much of my time, and I need help.

February 14 2023

Good Day

My name is Alif Kashif, I am the installation coordinator for Washington Home Doctors inc./hotwaterexpress.com. We are water heater specialist’ serving Washington DC, Northern Virginia and the Maryland communities for close to forty years.

We are licensed, bonded, insured, gas and pipe fitters that consistently receive 4 & 5-star reviews from our clients. We are a nimble organization with the resources and drive to provide exceptional customer service to our clients.

What to expect from Washington Home Doctors:

 Same Day Service

 Trucks stocked with parts and tools to get the job done

 Technicians with professional appearance and behaviors

 Inspection ready installation results

 Transparent communication with all parties involved

We have submitted the documentation to become a service provider for American Home Shield.

I am aware that this may not be the correct avenue for the contractors' network; however, we have yet to get a response for numerous messages left to the “area managers”. We are confident that we can provide the level of response with exceptional service American Home Shield customer deserve and expect.

Alif Kashif

Sales Director

Hotwaterexpress.com a division of

Washington Home Doctors inc.

[protected]

I placed a service request with American Home shield about my cooktop beginning January. After 3 different technicians it was determined my cooktop needed to be replaced and covered by the warranty. The cooktop was ordered and when installer arrived he indicated a plummer needed to come out to fix "valve" at cooktop area. Another 125 dollars was spent for plummer to come out and he said "valve" didn't need to be replaced. Ive got the run around for last 2 weeks and cooktop is still not fixed... no one from this company is helping

On January 13,2023, I placed a service request in with AHS to have my ceiling fans looked at. One in The light on both of my fans started to not operate correctly. When you turn on the wall switch they come on dim then get bright then dims and gets bright. the company sent out one contractor and the man was in my house for five minutes and stated that it was just a light bulb. He didn't even touch the fan. That caused AHS to deny my repair so I disputed the results and AHS agreed to send another contractor out. When they did that contractor came out on the 23rd and did a thorough inspection on the fan and the wiring and told me that the light kit on the fan needed to be replaced. He also stated that because the fans were the age they were, the light kit would probably cost just as much as the fan so he is going to recommend a replacement. I told him that they need exactly what's wrong with the fan. When Ahs recieved the report they said that because the contractor said it was not a mechanical failure then they are not responsible to fix the fan. however, my contract states that ALL components of my fan are covered and that. any malfunction of the covered item resulting from the terms outlined in my contract will be covered. AHS keeps giving me the run around stating that they have to call the contractor back and the contractor even said that they sent them a video diagnosing what the problem was and AHS stated they don't have a video. I am getting nowhere with them and I had my contract sitting right in front of me when I spoke to the rep today and she kept putting me on long holds and telling me that it was no one to talk to about the matter except her. it is now February 7, 2023 and I have yet to get anything resolved. If it is this difficult to have 2 ceiling fans fixed that is clearly stated that they are covered then how hard is it going to be to have a larger appliance fixed. I don't know who to contact form here but I will be pursuing this until I can get this matter resolved. It is not fair to pay money to a company every month and think that you can rely on them but hen when you need them they don not want to do what they are supposed to do. My ceiling fan is the source of light for both of my rooms and I have had to put lamps in them to compensate for not being able to use my fans. I have explained that I do not want a new fan, I just want them to fix what they are supposed to fix.

I placed a service call with AHS on January 30, 2023 for my sump pump, The technician came out and said the sump pump had to be replaced and he would have to get authorization to have it done. This is the same sump pump that was replaced six years ago by AHS and nothing has changed. this time around AHS has Denied the request because they don’t cover sump pumps when it clearly says in my contract that it does. 8HS says I can get a second opinion from the same company for an additional $75 service

A claim was filed with AHS on December 1, 2022 about my General Electric Oven. A contractor was sent out and reported to AHS they could not find the part. AHS couldn't find the part either. They told me it was a manufacturer's recall. I called General Electric (GE), and they told me it was not a recall. The part is no longer made (obsolete). The oven would have to be replaced. I have talked to several representatives numerous times to no avail. None of them would put me through to a supervisor. Instead, they all said "It is with the

Authorization Department." I couldn't speak to them either. I need to know what AHS plans are to rectify this problem.

Dispatch Number: [protected]

I made an appoint in mid December with ProConnect for carpet cleaning. I called one month out and scheduled cleaning for 4 rooms, stairway, and hallway for January 18th. On January 17th at 4 PM I received a call and text saying they couldn't find anyone to do the job and needed to reschedule. I was upset because I moved all of the furniture in the living room and it had to stay like that until the new date. We rescheduled for January 31st. On January 28th ProConnect called and said the same thing. They didn't have anyone to do the job. They said they could do the next day at a discount. I agreed and as we were making arrangements I said "Btw, what will the discount be?". He said $20.00. I just laughed. You have to be kidding. I told they to cancel completely.

I was able to call another local comany who were promptly here at the time promised. They were professional, reasonably priced, and did a great job.

Lesson learned! I will never attempt to use ProConnect and will recommend that family and friends to never consider working with them.

It's fairly simple - When I had a main line problem with my toilet. They outright refused to cover it. I had to pay out of pocket. When that toilet flooded my basement, they outright refused to cover it. There was no coverage, it turned out, that I could upgrade to as I was the plus plan.

Not covering toilet/plumbing related situations make them worthless.

I looked at the cost and reviews for several hime repair and service companies, amongst them AHS. Opted not to use them. Since then have been receiving non stop phone calls (as many as 10 a day) and many emails offering deals, promotions etc. Their "unsubscribe" link at the bottom of their emails does not work, so no way to unsubscribe. How do I get this unscrupulous business to stop their harassment? I have posted a warning on my community board, could you offer some suggestions?

Quick follow up. The oven still has a gas smell and I have a call into the firm.
From: [protected]@gmail.com
Sent: Friday, January 27, 2023 3:28 PM
To: phil.[protected]@ahs.com
Subject: Bad customer experiences - Platinum Contract #[protected]
Hi Phil – can you either help me with this, or if not, forward to Rex, thanks!

Hi Rex
Several bad experiences with both a service call and billing issues.
On the service call here’s what happened:

I logged in and requested service for both a gas leak and code violation of this unit as installed by AHS only 2 years ago – I am attaching that diagnosis form my gas provider. Obviously that installer was either unaware of the code, chose to ignore it (I am the customer and certainly know nothing of code requirements, yet I have an expectation that whoever you send would know what needs to be done). When this technician came, I was under the impression of another new appliance (why it worked for only 2 years I couldn’t even venture to guess). Nonetheless, back he came and only installed a part. When I again reminded him of the code violation he said, not my problem. I am also attaching his work order and relevant pages of the contract highlighting this should be covered.

On the billing issue, resulting form the time to get the technician to even come Edward (ID# 8111878) issued a credit of half the service call (53.62). To date I don’t see that posting on my credit card. Although my billing record on your website shows that the 107.25 was not paid, that still appears on my card. What I do see is a 53.00 credit on my card (I don’t know why, yet I see that same balance of 53.00 due (so a net wash). Now I have no idea why credits take so long to issue from your end to my card. Recapping, I should be credited 53.62 as per Edward and have nothing due, not the net charge of 54.25 with a remaining balance of 53.00. I have also attached the charges on my account form your end and a recap of my card from my card provider.

Rex, pretty much all representatives clearly cannot help customers with issues get to a supervisor or manager much less the escalations area that I was (supposedly) to receive a call from. All I do from end is repeat the same story ad nauseum and spin my wheels. Is that what AHS represents. I hope not!

Kindly get back to me.

Richard Freiberg

Phone [protected]

Cell [protected]

Subsequent to my sending this email to Rex. Phil and Gina Coley, the original contractor returned and reiterated he didn't do gas. I was assigned another contractor now: East Coast Appliances who confirmed with me when I was scheduling an appointment that they also do not do gas and I have just been assigned a new contractor - hope it works. BUT, it shouldn't had to be this way if you folks just listened and read and showed some courtesy to your customers

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

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

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

My contract # is [protected]

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

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

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

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

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

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

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

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

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

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

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

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

DispatchRequestID: [protected]

Address:

7544 Brighton Hill Ln, Raliegh, NC, 27616