American Home Shield [AHS]
reviews and complaints

In October I requested their special to have my furnace checked. (Dispatch No:[protected]). Stated I would be contacted when a contractor was assigned. I am not sure of the exact date of the request, but I patiently waited. On 11/27/22 I began noticing an odd smell in basement. On 11/28/22 I went to my AHS online account to check status and the request was not even listed. I called AHS and the agent stated that their system had cancelled the request. I stated I wanted the service and he stated that the special had expired. I asked to speak to a supervisor. He stated none was available he would put in a request for a supervisor to contact me and that it would be 24-48 hours. As I was waiting the smell became stronger. I called lConsumers Energy and they came out within the hour. We had to evacuate the house and it was close to an hour before the carbon monoxide was low enough for them to be able to go inside and determine the cause which was my furnace. My furnace was shut down and I had them call someone for repair. Furnace could not be repaired and was replace on 11/29/22. The AHS supervisor did not call until hours after the furnace was replaced. I asked what they were going to do for me. Response was nothing as they did not call for repair. I told him if they had come and performed the service check as they should have, or at least have contacted me that they have no one to cover the area this emergency may have been avoided. The Carbon Monoxide levels in the basement was at 80 and consumers was surprised I was not ill. I told him I would have died if I had waited any longer on AHS. I told him that if they do not have sevice providers in an area they should not be taking payment for the warranties in that area.

They said they could not do anything for me.

I am complaining of lack of contract service to address 335 Eastfield Dr, Raeford NC 28376. My contract ([protected]) which is valid till 07/10/23. I am the owner of the rental property and contract. On 11/09/22, my tenant opened a work request for a malfunctioned microwave oven. On 11/16/22, a contractor from National Platinum Service (NPS) [protected]) arrived. The tenant was informed that he must submit paperwork to American Home Shield (AHS). Both me and the tenant have called AHS numerous times and we get the same story. An appointment is scheduled, and they are waiting to hear from NPS. When we speak to NPS, they repeatedly tell us they are waiting to hear from AHS. AHS has even given specific appointment dates and times, nobody shows up. The lack of service and lack of concern for my issue is totally unacceptable. My name is Xavier Poindexter [protected]), and my tenant is Yolanda Davis. My email is [protected]@msn.com

I started having issue with my refrigerator ice maker back in July. Several technicians have been out and parts have been replaced but ice maker still would not work. Dispatch #[protected] was the latest dispatch. After 5 months I purchased another refrigerator to restore service. I do understand these things take time to find the issue but after 5 months numerous dispatches and parts, still no service.

I had my HVAC serviced for the season. Was told by the technician the "existing system was currently down and beyond its average life expectancy." I called American Home Shield to share with them the report provided. AHS informed me they would have to send "their own technician" to look at the system. The technician came in, turned the furnace on and immediately shut it off, stating I needed a new unit. I was told by AHS I needed to use their contractor for service. I had another company to come in for an estimate. The representative from the second company informed me I was being charged too much for my out of pocket cost. When I called AHS, I was informed that they would only pay for the furnace and that they had no control over how much their contractor charged for out of pocket cost. I informed AHS that I was not pleased with their contractor and would be using my own registered certified company. My request was for a pay out (the money I would receive for the furnace). It took 6 calls to finally have some type of response to my request for a pay out. Every call gave a different response. The final call, I was told I would recieve an email with several options. The email received indicated, I would receive a payout of $725, only after I submitted proof of replacement.

This is dispatch ID [protected], in July 2022, I called to have my uline under counter refrigerator looked at since it stop working. On July 28, Tru Fix contractor (assigned by AHS) came to check out the appliance, they charged me $100 as my deductible and took defective parts out of the refrigerator to have them replaced. Since them I have not heard from them, AHS even at many times could not get hold of them. I asked AHS multiple time to assign another contractor, they said that they would but never did. I called their office over five times to check the status, they all tells me the same script every time. They always say that they will escalate but I never hear from them. I tried to cancel the contract on Nov 23, 2022 but the lady told me to give them one more chance to resolve and that she will send email to confirm. I never heard from her of AHS.

I have had to send back 2 refrigerators through this company as a result of a damaged refrigerator one time and missing parts the other time. I have not received any compensation for my time taking off work having to be home for deliveries only for me to have send the refrigerators back yet again. This is completely unacceptable and I'm highly upset that I now won't have refrigerator for holidays when I planned on cooking for my family! Not to mention, I have wasted tons of money having to eat out every day for a month. I have tried to reach a manager or supervisor or someone who could help me with this issue but I only speak to international support who aren't even in the US. I will never go through this company again for home warranty.

I have a Plumbing problem in my home in my master bathroom shower located at 10482 Rustyville Ct, Las Vegas, NV 89129. Had numerous Plumbing companies coming to my home to resolve a either blockage or break in my Pluming air vent line and ASH refuses to fix issue.

First line of contract says: Covered: Leaks and breaks of water, drain, gas, waste, or VENT LINES.

Their comments are not covered under their section I Limit and Exclusions: Not covered section (b) Flues, venting, chimneys, and exhaust lines.

I explained this section has nothing to dd with Plumbing but a Fireplace issue.

So will they please change decision and have someone from their company fix my plumbing issue ASAP while I still have a valid contract till DEC 31, 2022.

Any questions please call me ASAP at [protected]

Respectfully,

Roy Apuzzo

[protected]@cox.net

I paid service fee $100.00 for RR HVAC Inc. to troubleshoot my furnace and it was identified the motor was leaking. I called AHS twice and each time customer service stated they’ve reached out to the company and are still waiting for RR HVAC diagnosis write up. However , AHS representative stated after talking with RR HVAC that the motor will need to be replaced. As of 22NOV, RR HVAC Inc has yet to call me so I called AHS (22NOV22) to request an update and AHS stated nothing heard from RR HVAC. I stated to AHS customer service representative that I do not want a representative from the company back in my house and replace the motor as I don’t trust RR HVAC based on their lack of response.

I have a contract with this company on all appliances and they are not ture to what they have offer. my washer has been down for 4 week. When a part is no longer is in service my contract states a replacment is in order. This companty is not willing to honor the contract. I'm without a washer still. They keep given me the run around I'm very agner with American Home Shield. My first contact with was on 11/02/2022 and they sent Appliance Network LLC which was a joke my appointment was on 11/03/2022 and the repair person stated that we had used and abused our machine which that was not the case I paid $100.00 for that visit. So American Home Shield stated that they were not going to fix my washer becauce of the issue that Appliance Network LLC had place in thier statement. So they let me do a second opinion at first they were trying to have me pay amother $100.00 and I stated that I will not pay that so they wavied the cost since I was a value Customer (yeah right) if that's the case why do valued customer like this. So a new Contractor Miller Appliance Repair came out on 11/15/2022 to find that the first contratctor was lying about the issue that they had stated. Miller Appliance Repair stated that they could fix the washer they just need to order the parts. Well the washer needs two part to it so they would need to order them. Miller Appliance Repair learned that one part was on back order for 18 to 25 weeks and the other was no longer able to get, so with that being the case American Home Shield would need to replace my washer. American Home Shield is now wanting me to take $341.30 for that part that is no longer available to purchase me a new washer. That is not how the contract works. And new washer are more than $341.30 The work order is #[protected]

I filed a request for a repair on Wednesday evening, 11/16. The repair was assigned to a vendor and I contacted them on Thursday, 11/17, and they do not do the type of repair needed. AHS assigned it to another vendor on 11/17. On 11/17 I called the second vendor and they do not do that type of repair. I called AHS and they assigned it to A&E Repair and it was scheduled for Saturday, 11/19, from 8:00 am - 5:00 pm. At approximately 2:30 pm, I logged in to check on the status of my appointment and it was changed to 5:30 pm - 7:11 pm. At 5:30 pm I logged in to check on the status and the appointment was rescheduled to Tuesday, 11/22, without my consent or knowledge. I reached out to AHS on Sunday, 11/20 and Monday, 11/21, requesting a refund on the service fee since three times I've tried to get a repairman and three times they have failed. I have also tried to cancel my agreement which they refuse to do. I have not received a refund either and they have charged my credit card. While I have filed a dispute with the credit card company, I don't know what else I need to do to cancel the agreement which clearly states on their website and in my agreement that I can cancel it. They offer no email address in which to communicate regarding issues and it is only done by phone. I have, however, emailed their media department since that is the only email I could find and notified them that I wish to cancel the agreement.

Good Morning,

I have been a customer for 20 plus years. I requested service on November 18, 2022 because we had no heat. My husband and I are elderly with medical issues. I explained this to American Home Shield. Thy provided a number to United Air Temp who scheduled an appointment with me to fix it on Monday, November 21, 22 and then called back and said they could not service me until November 28, 22 which is way to many days to be cold. I then called American Home Shield and informed them as to what was going on. I reexplained my medical emergency. The first customer REP gave me three numbers only 1 worked no one answered. The other numbers did not connect at all. I then called back and spoke with a supervisor who stated it was expedited and the matter would be resolved on today, November 21st and there was no way I would have to wait a week to have heat. I called them this morning. All they did was give me an additional phone number for me to call and no one answered. I do not understand what expedite means. We remain without heat.

I have been an AHS customer for over 20 years. I even had multiple properties with them for several years. I'm not asking anything that is unreasonable, I only want the company to stand by their policy.

I was given permission to have an outside vendor complete my work, pay him and then get reimbursed. After the deadline when I was told I could get an outside vendor, one of the representatives would not listen, kept me on the phone another 30 minutes after the time I was told it was okay to get an outside vendor, said miraculously, she found someone that would come that night between 3 and 8 pm. If they came at that time, they would more than likely have to come back the next day to repair the problems since they would need to purchase parts for whatever needed to be repaired or replaced. My tenants would have another cold night so, I told them, I followed the directions I was given and had a licensed contractor come to the house at 2 and make the needed repairs. I would now like to be reimbursed for what I paid the contractor, $675.00 (minus the 100.00 copay, so $575).

11/10/22 I called AHS as my water heater was leaking. I was told there was only 1 contractor available and out of my area. Alpha Plumbing. I had them on a previous job and they double dip. During the previous repair I was told certain little connectors were not covered. It was considered an upgrade and I'd have to pay for them now. (They are at Home depot for 12.95 ea. They charged me $125.00 for 5 connectors!) They tell AHS it's an upgrade even though it's not as a reputable plumber told me later. So, now my water heater is to be subjected to the same contractor. I denied the service with them and said send someone else. I was told there wasn't anyone else in my area. This contractor or nothing. I have been with them for 10+ years and contractors in my area had been here before through AHS but apparently not anymore.

With that information I had to have the repair done myself. While the plumber I called was here replacing the water heater, I called AHS to cancel my policy. That rep told me there WAS a plumber in my area available and did I want to contract them? Well, of course not, I already had my plumber here- the heater was leaking! I am not out of pocket $1500 and I wanted to talk to a supervisor to see what AHS would do since I was lied to and mislead. I want to be reinbursed as I should not have had to contract my own plumber as I was not given the option of having the plumber in my area. So, of course after numerous requests I still have not heard from a superviser and have dealt with the most unprofessional rude employees. I was told by the rep she was to "educate'me on my policy. I have already filed with the BBB am filing with Consumer Affairs and have sent certified letters to William Cobb CEO and other executives. Being a senior and a widow on a fixed budget I thought it was the safest thing to do to have AHS in case of problems. Well tough lesson learned, just cost me $1500.00. Oh, and I had to pay another $200 to have the hole in my wall fixed from Alpha Plumbing on the previous job as AHS supposedly didn't have a contract for that either. Do not use AHS anymore as they have changed their coverages on everything. There's a loop hole everywhere. "Normal wear and tear" not covered anymore, and everything seems to be an upgrade and they're not covered either.

This is report is regarding fraud from American Home Shield and their attempt at not paying the benefits according to their contract. On February 1st, 2022, I submitted a repair request for my GE built in refrigerator. Since then, I have had technicians out from American Home Shield over 12 times attempting to fix the refrigerator. For many of these times they required multiple technicians to come and verify that the work needed to be performed. On 09/18/2022 Elite Pro Appliance repair came out and replaced the computer board on the refrigerator. Several weeks later AHS was called again because the refrigerator was not cooling properly, it was leaking heavily and had flooded the bedroom, and the water dispenser was leaking. The technician from Elite Pro came out on 10/12/22. He diagnosed the issues and recommended a replacement as the repairs would cost significantly more than a new refrigerator. AHS requested a second opinion from Valley Appliance Services. Valley Appliance Services came to the same conclusion as Elite Pro Appliance Repair. They recommended that the refrigerator be replaced. AHS then said that they needed a third opinion. Alfa Appliances came out on 11/03/2022 to diagnose the problem. They came to the conclusion that the refrigerator needed to be replaced due to the significant cost of fixing it. They submitted their report to AHS on 11/03/2022. Starting 11/10/2022 I contacted AHS multiple times a day checking on the status of getting my refrigerator replaced. Multiple times they told me that they would get it resolved within an hour or two. Today on 11/15/2022 I yet again called for the status of my refrigerator. Today they told me that they needed yet another person to come out for a second opinion. This is really the 4th time they have scheduled a company to come out and look at the numerous issues. I do not have the time for an endless parade of technicians to come out for a 4th, 5th, 6th, 7th, 8th opinion etc. Having a 4th opinion on a refrigerator is ridiculous and an obvious attempt to not pay for the replacement. I have spent more than 40 hours on the phone with AHS without a resolution. I do feel that they do not want to resolve the issue and that they are giving me the run around and do not want to pay the claim per the contract. They need to replace the refrigerator per the contract.

I have needed service via my AHS warranty three times. Each time it has been a fight to get through their "customer service" department to get a contractor. They always claim they can't find one in my area. Okay, so get one, its called Google.

The first time it was my central AC unit, in the middle of summer. No contractor in my area (Iowa). I took two weeks to get someone, and another week after that before they showed up. 3 weeks without air conditioning, temperatures in the house exceeding 90 degrees (F).

The next time it was my furnace that was out in the middle of an arctic cold front. Same story, no contractor in my area. Temperatures in my house dropped to 30 degrees (F). I ended up paying out of pocket to have it repaired to avoid the pipes bursting in the house. The ticket remained open for months. They called about two months later to tell me that my service call was in "expedited" status, which apparently is their code for "you're a sucker".

This time it is my water heater. Its been out for four days. Same old story they can't find a contractor and asked me to find one. The first three I called refused the job as they were all owed money by AHS for previous jobs.

The fourth contractor, who was also owed money by AHS, was willing to try again. He asked for them to send a work order before he would come out to my house. AHS refused to do so saying that their "guidelines" prohibited them from doing so. The ,contractor said without it he wouldn't come out.

With no other contractor willing to risk not being paid (again), AHS is now telling me because I accepted their "offer" to find my own contractor, it is no longer their problem.

I have kept up my end of the contract, paying up monthly ($71 USD). I kept up my end of the contract, paying a $125 USD co-pay. I even kept up my part finding a contractor willing to work with them. At every turn they have not kept up their end.

Their call center, somewhere in the Caribbean, is filled with pleasant sounding folks who read from a script. Each time you call you get the same "we will have this resolved in 24-48 hours". Even when you call back 48 hours later, you get the same scripted response. When you complain you get the "your case is in expedited status". Its all the same, blah, blah, blah, no water, no heat, no a/c. They are one step up from an Indian Call Center scam and should be investigated, indicted and incarcerated as such.

My water heater has been in expedited status since Saturday, 11/12/2022. Today is Tuesday, 11/15/2022.

If they don't have contractors in rural areas, they shouldn't sell policies in rural areas. Of course speaking with local contractors, there is reason they don't have any around here. The whole thing is scam.

1. Two months ago we called because our dishwasher was on the blink. I called American Home Shield and made a report. They sent Gulf Appliance here. The result was that we needed parts. Since then, two months... no one from Gulf Appliance has either come here or even called us. When you call them, they do not reply. According to AHS the ticket has been "closed." But I have a dishwasher that still does not work.

2. When we moved here in June, we were pleased that we had AHS because we had some plumbing and electrical issues that we were able to take care of via AHS. However, after being in the home for about 2 months we realized that we needed the additional coverage for "electronics." (It took us about two months to actually move into the home as there was some work that needed to be done first.) Upon moving in, finally, we realized that we had some issues with TVs. We called AHS and filled a claim. The outcome was that a) they would not send a technician and b) they suggested that we contact the manufacturer of the TV for assistance.? Why have coverage if they would not cover TVs? I asked for a refund of the electronic part of the coverage. I was assured it would happen... NOT!

Hello, this complaint is regarding plan ID: # [protected]. A service request of $75.00 for our central heating was submitted to American Home Shield on October 21, 2022. Atlantis Heating was assigned to diagnose and repair. We have not heard from Atlantis Heating or AHS since. We call AHS daily and we get the same response every time-"We have to wait twenty-four to forty-eight hours to receive authorization for another vendor or second opinion." Again, AHS has not once followed up with the approval. We contact AHS every day for an update. On November 1, 2022, AHS authorized Buds Heating & Air who came out to our property and they were unable to diagnose the issue due to complete laziness. It is now November 14, 2022 and we still are without heat and AHS robots still provide us with the same response-"We have to wait twenty-four to forty-eight hours for AHS to find another vendor to service our heater.

In the meantime, our ninety-six-year-old grandmother and terminally ill daughter is enduring unbearable cold weather conditions. We had no choice but to hire a local vendor called Aire Serve of The Gold Country to diagnose our heater on November 10, 2022 and paid a service fee of $200. The system has a failed heat exchanger, the unusual smell is coming from the flue pipe where 296 PPM of Carbon Monoxide were detected before shutting system down-Bad combustion smell. Verified flame is rolling back into the burner box. Due to age and repair cost a new unit is recommended. They recommended that we purchase space heaters for our home since AHS has failed to service our request since October 21, 2022 and the odds of AHS getting someone out for repairs has been painstakingly slow. We don't have an open floor plan and so seven space heaters were purchased from Amazon for $222.88.

We contacted AHS today, November 14, 2022, and we still don't have authorization. Our family attorney is now involved and we are asking for reimbursement for the $200 service fee and $222.88 for the space heaters from AHS. Until then, we will await for AHS to confirm a fax number to send the paid invoices and diagnosis from Aire Serve of The Gold Country and Amazon for the space heaters. And authorize Aire Serve of The Gold Country to complete the work needed.

Thanks,

Leilani & Vuki Tangitau

AHS has sent out four different companies to fix our fridge now since June 2022. None have managed to fix the issues that include an ice maker that doesn't work, a freezer that frosts over and causes noise from the fan due to ice. The last visit was two weeks ago, and after the company provided AHS with their estimate of what it would take to fix it, AHS assigned yet a fifth company to give a "second" opinion. We are fed up with the piss poor service and filed a complaint with the California DOI last week. I have asked to speak with management numerous times, yet continue to be ignored. We believe that AHS needs to replace the fridge at this point, as they won't repair it, just want to dick us around with multiple companies. It feels like harassment at this point.

I am a ninety-two-year-old homeowner on a tight budget. I moved by ads urging homeowners to get insurance to save them from the cost of major appliance failures. I chose American Home Security (AHS) to protect me from these costs. On October 18th, my furnace would not turn on. I filed a claim and AHS sent a contractor to investigate. The contractor said the dry air water pump had failed, flooding my furnace. He left and I never heard anything further. After a week, I called AHS and an agent checked my file and said that it showed my claim was denied; she said that the furnace failed due to the “normal wear and tear exception” in the contract, citing paragraph A 1. 2. “I asked the agent to send me written confirmation that my claim was denied, and citing the terms of the contract AHSD relied on; she said that she would ask the claims department to send it; that was three weeks ago and I have received nothing from the insurer. I checked the contract and found that it reads:

“2. Coverage under this contract includes normal wear and tear.

The only way one can contact AHS in writing is through the home office, so I sent a letter to Rex Ttibbens, the president explaining my problem; Mr. Tibbens has not responded to my letter. Yesterday, a company checked my furnace and gave me an $8,500.00 estimate. With that information, I downloaded the arbitration information and forms. The filing fee will be $200.00..