American Home Shield [AHS]
reviews and complaints

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Please let m know of you decision on this case.

Best regards

Seyed Kafimoussavi

______________________

[protected]

[protected]

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

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

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

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

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

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

I placed a request for plumbing service with AHS on 12/16. By 12/21, the assigned service contractor had not been out to the property so I called AHS. I was told they would have to speak with the contractor before they could re-assign a new contractor and AHS would call me back within 30 minutes. An hour later I called back and was told again that they were still waiting to speak with the assigned contractor. Mind you, AHS reportedly has a policy that the contractor must make contact within 36 hours of receiving the service request from AHS. This afternoon (12/21), I again called AHS because I had not heard from anyone in their office and ONCE AGAIN was told the representative needed to speak with the contractor. I demanded a new service contractor and indicated I was no longer willing to wait for them to make contact. After threatening to cancel my contract, I was told the representative would expedite the problem and yes... I have to wait for another 24 hours to get a response from AHS. THIS IS BEYOND RIDICULOUS! Unfortunately, this is the second time I have made a service request and have not been able to get a satisfactory response. Interesting, how the first voice you get when you call speaks English clearly and yet my experience has been that I have difficulty understanding what the representatives are saying.

We have been loyal AHS customers since last 4 years, but this horrible experience will change our relationship with them.

Created request with AHS on Nov22 for issue -"freezer” not working in LG refrigerator. They assigned A Go Home Appliance Repair Inc to the case.

1st visit on Nov29: A Go technician said condenser broken, will order new

2nd visit on Dec10: Different technician came to replace condenser, instead said there was nothing wrong with the condenser. He cut some valve caps to investigate issue, which in turn, broke the WHOLE refrigerator. He did not have new valve caps to replace them then. He suggested to replace the entire refrigerator since valve caps don't last that long and would mentioned the same in detailed report to AHS as well in next 24-48 hours.

All produce, dairy etc in the refrigerator got spoiled, since we did not have any spare unit to store them. We contacted both A Go and AHS everyday (Dec 10-13) for next steps.

Dec 14, AHS said they had not received any report from A Go yet and would escalate the case. They promised escalation team would call us within 24 hours.

Dec 15, we called AHS again to check on the status, since we had not received any callback from the escalation team. The service agent said we should keep waiting for the callback from escalation team.

Dec19. we had still not received call from AHS. We called again, no report from A GO yet. I requested agent to transfer me to escalation team, on which hung up the call.

After 2 hrs, we received call from AHS escalation, the agent mentioned that they had reached out to A Go. A Go said they have ordered “some” part to be installed on Dec30. AHS team asked A Go to expedite “if possible”.

We asked the AHS escalation agent for two options - either to replace the refrigerator or assign a new contractor. They denied both options and asked us to wait. With our refrigerator broken for more than 3 weeks now, none of the parties are interested in solving the problem.

My wife & I bought a house at 1810 Manchester Way in Corinth, Texas in July of 2012. We purchase AHS services at that time and faithfully paid our monthly premiums until we sold the house in January of 2017. So we thought! We had our AHS service transferred to our new residence at 400 Mobile Dr. in Copper Canyon, Texas in February of 2017. We again paid our monthly premiums faithfully until we sold the house in July of 2019. So we thought! We had our AHS service transferred to our new residence at 1510 Abbotts Lane Argyle, Texas in August of 2019. We again paid our monthly premiums faithfully and are still residing at this address. Last July, 2022, we had air conditioning issues so I called AHS to file a claim. To my surprise I was informed that we did not have coverage on our residence. So I went back and looked at my bank statements and informed AHS that they had been receiving auto-pay payments from us since we bought the house 3 years earlier. AHS informed me that they had not transferred our account to our new residence back in August of 2019 and that those payments were going towards 400 Mobile Dr. Copper Canyon, Texas the house that we sold 3 years earlier. So I had them change it to our new address at that time. Moving forward to last month I get a call from AHS telling me that we're behind on our monthly payment. So I checked my bank account again because I knew that I had seen a payment to AHS. the past few months. Well come to find out, there were 2 auto deposits coming out of my bank account. So I contacted AHS to inform them of this. They told me that we were still being charged for not only 1806 Manchester Way Corinth, Texas, the house we sold almost 6 years ago, but was also being charged for 400 Mobile Dr. Copper Canyon, Texas the past 3 plus years! So AHS had been collecting from $64.33 to $68.99 on account #[protected], a house that we have not owned since January 2017. AHS has also been collecting $47.99 on our house at 400 Mobile Dr. a house that we haven't owned since July 2019. We are requesting a refund on the amounts that AHS has collected from us on 1806 Manchester Way Corinth, Texas since February 2017, and also the amount that AHS had been collecting on 400 Mobile Dr. from August 2019 through June 2022.

In July, 2022, I requested an estimate for a roof leak. I paid the $100 upfront fee and a roofing company was dispatched to provide an estimate. The estimate was explained to me and I was satisfied with what was determined. Due to the extensive rain in our area, the company was heavily booked but the wait was acceptable to me as the leak was not extensive. at that time American Home Shield cancelled them due to the amount of time it was taking and dispatched another company who told me my entire roof needed to be replaced. I DO NOT need a roof replacement; the cost was beyond what would have been covered on my Platinum Contract so American Home Shield offered a payout of which I accepted. I was told I would receive it within a couple of weeks. I have called several times for an update and was offered apologies for the delay and it would be expedited. I still have not received it and now I was just told today I need to provide proof the work has been completed BEFORE I can receive the $1000 payout. I was never told I needed to have the work done prior to the payout; this is incredibly unacceptable. It is not within my budget to pay someone to repair my roof since it should have been done through the first estimate but American Home Shield stated they cannot go back to the first company.

Please have the payoff submitted to me ASAP so I can avoid having a bedroom ceiling repaired as well.

My name is Jackie Peters, [protected]. I placed a service call in July and here it is December 19, 2022, and I still have a cooktop range not working. It was bad enough that my family could not have Thanksgiving with my veteran children, as I am a disabled veteran, but now it is Christmas, and we have the same problem. Jackie Peters, [protected]. December 19, 2022. I did not have a Thanksgiving because we had no stove and now we will not have a Christmas because I have been waiting on you.

I have two claims. On November 15th a repairman can out to repair a my dishwasher. After the repairman looked at it, he said he would order the parts. I asked how long that would take since Thanksgiving was in two weeks and I was having a crowd. He said 7-8 weeks. I contacted AHS and I was told that I had to wait that long. I went out and bought a dishwasher for 979.00 since Thanksgiving was coming upon us and I could not wait 7-8 weeks. I contacted AHS and advised them I had bought the dishwasher and asked for a reimbursement. I was told that they would not reimburse me since my purchase was not authorized. I made several calls to AHS and their representatives (who were difficulty to understand) gave me no explanation as to why I could not be reimbursed since this was an unreasonable time to wait for parts. I also wrote a letter requesting reimbursement. I did receive a response.

Now my refrigerator is not working. A repairman cam out on December 2nd. Again, he said he had to order the parts to fix the refrigerator. Here it is December 18th and I have not heard from the repair company. As Christmas is approaching, I am desperate for have a refrigerator since I am hosting Christmas day for my family. I contacted AHS and the repair company and could not get an answer when the parts were coming in. I did not go out this time to purchase a refrigerator, however, I am concerned about food spoiling. AHS representatives were rude and could not give me answer not give me any alternative as to what I can do in the meantime. I was told by the repairman when the parts come in, I would have to unplug the refrigerator for 2 days, take all of the food out until he repaired it. I am an elderly woman who lives alone and desperately need a refrigerator that works. My address if 1050 Borregas Avenue, Spc, 185, Sunnyvale, CA 94089.

We called AHS 12/15/22 for service; we have No hot water. They did contact a vendor (Coastal Comfort); they called my husband and said we have no one that can work on this type of heater. At 6PM or so I called and wanted to talk to a person. First you can hardly understand what she was saying; she kept telling me that we would hear from someone within 24-48 business hours. I ask her so I have to wait another 4 days without hot water and then someone will call me. She kept repeating this. To say I was frustrated at this point is an understatement. I ask if we could contact someone to fix it, pay our $100 deductible and AHS would pick up the remainder of balance. She told me no. I get home from work this afternoon and was told that another company (Aqua Pool) came out and he after looking at it he said he had no idea how to fix it. He went to a repair place and came back and said the same thing. Needless to say it is Friday evening and I still have No hot water; not able to take a shower, wash dishes etc. We were under the understanding that if it can't be fixed then you replace it. My husband received a voicemail stating that it will be too expensive to fix; she's going to put in for a second opinion. Please someone tell me what can be done to fix our problem. We pay monthly for protection and would appreciate your help