American Home Shield [AHS]
reviews and complaints

In August 2022, I contacted AHS to request information about getting home coverage insurance. We never received a contract to sign nor gave any indication we had chosen a plan. Not only did they start taking money out of my bank account, but they also set up TWO contracts and took out double the money every month. Now they refuse to cancel and refund three months' worth of taking money out for TWO contracts we never signed.

October 24, 2022

Mr. Rex Tibbens, CEO

American Home Shield

889 Ridge Lake Blvd.

Memphis, TN 38120

Re: Contract # [protected] Cancellation

Dear Mr. Tibbens,

This letter is to notify you about a problem I am having with American Home Shield regarding billing for my account cancellation.

I am dissatisfied with American Home Shield because I was given a final billing amount of $56.94, on October 17, when I called to cancel. I received a confirmation e-mail, (copy attached).

When I called on October 21, to pay the balance, I was told that the amount is $74.26. This change in amount due is not acceptable. I requested that the rep adjust this error & was put on hold for 60 minutes. Then I asked for a supervisor, transferred to the “escalation team” & left on hold for another 30 minutes. The issue was still not resolved.

This total lack of customer service is unacceptable, & the main reason I am cancelling this account. I am willing to pay the $56.94, not $74.26.

Please contact me within 5 days to confirm that you will honor my request. I will submit this complaint to the Better Business Bureau if you do not resolve this issue within the time I have indicated.

Thank-you for your anticipated assistance in resolving this issue. Please contact me at 615.202.3114 or [protected]@aol.com if you have any questions.

Sincerely,

Linda Sanders

Enclosure: Copy of email

I have the Platinum plan that includes a winter service on my heating system.

Their website said the work had to be performed by Nov 15th so I requested the work and received a call from a customer service rep who said they couldn't get a contractor out to perform the work. I was told that I should call companies in my area to find a contractor to perform the work and if I couldn't find a company that I would be compensated $75 due to the service didn't get performed and I paid it under my contract.

When I called them back to let them know that the heating companies in my area were too busy to perform the work and I wanted to receive the $75 they said that they wouldn't send me the money and that the rep shouldn't have told me that I would receive any compensation for AHS not providing the service that I paid for.

When I have had issues a service rep would tell me one thing and I someone would call me back and then nobody would call me back so I would have to call them again. The next rep would tell me a different story and claim the previous rep was giving me wrong information.

I had AHS checking my water heater for not working properly, They sent a plumbing company to check it out, suggesting the unit must be replaced which is not covered or not all is covered, so I paid $2300.00 in addition to $200 deductible and the visit. when they installed and left, my tennant noticed the A/C is not working!

After going through so much hassle, A different plumber came and indicated that the water heater installation had caused the problem!

A couple of months passed and the temperature dropped, we noticed the heater is not working!

We called for a service call, the plumbing company sent a plumber, he checked everything out and stated the system's pipes air had to be removed.

I received a letter from the plumber which didn't quite states like he said to me but it does show the problem!

I have been trying to inform the AHS of the situation but they refuse to give me an address to send my letter, when I insisted, they suggested I should go to court and complain!

I like to inform the higher management of my experience which must not be what they would want!

I have been with AHS for a few years and have insured 3 condos, I was told to pay the amount, I did, I have gone through hell to get this water heater matter resolved but faced A/C problem and Heater Problem!

Is this how a customer should be treated? Everything has been done by the AHS contractors, They water heater technician had not done the work correctly, I experienced so much problem, Now I must pay for their mistakes?

My refrigerator is broken. The service repair company selected by AHS, Premier Appliance Repair, Annapolis MD, was prompt and told me he could not fix the refrigerator. He said he had seen hundreds of Frigidaire refrigerators and it was a known factory recall. I was told to call Frigidaire directly with the serial number, which I did. Based on my serial/model number, the fridge was bought in 2011. They said there are no parts available for this late model fridge, and it is well past warranty. There is nothing they could do for me. I went back to AHS and told them there was no recourse with Frigidaire. The reason I paid for AHS when I bought the house two years ago was specifically to insure against this type of problem with appliances, since I did not purchase them, nor do I know about warranties or recalls. It was clear to me that the Appliance Repair company who wrote an in-depth analysis had done this hundreds of times for AHS (as he said himself) so that AHS would not be liable to replace the refrigerator. In para 6 of the AHS coverage, it says AHS will not cover malfunctions covered by a manufacturer or warranty. This refrigerator is NOT covered by either. I talked with multiple customer service personnel at AHS, each time getting a different person who could not help and refused to move this forward for adjudication.

Colleen Ostergaard, policy# [protected], [protected]

In March 2022 my ice maker/water dispenser inside of my fridge stopped working. I tried to resolve it myself but was unable to. So, a week later I called American Home Shield. RC APPLIANCE in Reno, Nevada was hired, but after 3-4 visits to my house spread over a couple months, RC APPLIANCE could not resolve the problem. So I called AHS, and they redirected this work order to SUPERIOR APPLIANCE. The representative from SUPERIOR APPLIANCE came to my home 4-5 times and could not fix the problem. I have been calling AHS and SUPERIOR APPLIANCE every single week and AHS keeps telling me that they will "escalate this to contractor relations" or something like that. And its every single time i get on the phone. No one from AHS calls me back to let me know whats going on. Superior Appliance doesnt answer their phone. I requested a new contractor to be assigned to my work order but AHS is making life very difficult.

WE ARE IN NOVEMBER NOW.

Tenant advised the AC was not working October 19. AHS sent a technician from all beaches AC of Jacksonville who went to house oct 20. He left the house, saying he could not fix anything. I am the owner and I was never advised by either the AC company or AHS of anything until I contacted AHS oct 25 and was told claim was denied. I asked for details of the problem, such as location of the problem and AHS said they didn't have any information. At no time did the vendor return my phone calls, asking for more info. AHS said they wyd assign another vendor nov 1 and immediately assigned the same vendor. I called AHS they apologized and said they would look for another vendor but no guarantee. They said a supervisor would call me. My tenant has no AC in palm coast Florida 85 degrees

On Oct. 28, 2022 the technician came out to repair our fridge. Told us the compressor was bad. He called it in and said that another tech would com out on Nov. 1 to confirm diagnosis. We received a text saying the time would be 8 to 5. received a call at 4:22 saying that they would not be coming to our house. Received a text saying new date is Nov. 12. without anyone asking if that day would be ok.

Re Contract #[protected]. Dispatch #[protected]. AHS sent out an HVAC company to fix our heating unit - the heat exchange was cracked and could leak carbon monoxide and had to be turned off and couldn't be repaired. The heating company (Premier Heating) said they would replace the unit but that we had to pay over $4,000.00 out of our pocket for things that AHS wouldn't pay for. That was outrageous so we asked for a buy-out so we could hire a reputable dealer to replace the unit. AHS only offered us $518.71 to put towards a new unit. That is an absolutely ridiculously low amount and could not possibly come anywhere close to replacing the unit. I called and they said they would resubmit it for reconsideration. That was on or about Oct. 18. I heard nothing. I called today and the woman I spoke to said the first person gave me bad information and that offer was final because they buy in bulk. This is not how you advertise on the radio when you say you save people from expensive repairs and you replace if it cant be repaired. I have been a customer for 15 years and have 2 homes under contract. I have received more from AHS in the past for a refrigerator and dishwasher.

I have been patiently waiting since June 6, 2022, on AHS to send someone to repair/replace my wall unit air conditioning unit.

6/6/22 Air Plus Service (disp. #[protected]) could not work on unit

6/6/22 Hospitality Heating & Air (disp. #[protected]) could not work on unit

6/8/22 Low Country's Best Heating & Cooling (disp. #[protected]) could not

work on unit

6/14/22 Williams Heating & Air (disp. #[protected]) could not work on unit

6/29/22 Sweet Comfort Services, LLC (disp. #[protected]) no show

7/14/22 Elite Air & Heat, LLC (disp. #[protected] - could not work o unit

8/10/22 Columbia Air Cond. & Heat (disp. #[protected]) could not work on

unit

8/18/22 Sensible Comfort HVAC LLC (disp. #[protected]) came out stated that the unit could not be repaired

E-Mail: [protected]@gmail.com

Dispatch# [protected]

Initiated service July 25, 2022 (13weeks ago) S&S supply (whirlpool service) technician, was dispatched three times and each time had to order more parts. Last time parts were ordered (9 weeks ago) said that they would be on back order. Both AHS and S&S supply (third party) have been notified several times. My complaint is no one can give me an answer when washer parts will become available. Third party S&S states they would call me back after checking with there ordering department but never did. AHS said they would get back with me after talking to S&S (Third party) but never did. I offered to assist but they would not provide me any phone numbers to resolve the issue. In the mean time I'm continuing to visit the laundry mat (very expensive) and or renting a washing machine unit (very expensive). I'm just wondering how long is too long.

Thankyou,

dissatisfied

Good morning,

I had a mainline stoppage on 10/22/22 (Saturday morning) that could not allow me to take a shower or use the toilet in my home for the weekend. There was not a contractor available to come out in an emergency situation. I was put in the 4 hour queue on Saturday and Sunday and was told that if I found a local contractor i could be reimbursed. I tried calling again on Monday and was given a contractor, Grade A Plumbing, who could come out but not until the late afternoon. At this time, my family had to get ready to go to work and school so i ordered an emergency services to unclogged the mainline. I'm requesting a reimbursement for the service which cost $249.00.

Thank you

I'm having a communication barrier with my contract warranty coverage with the American Home Shield. I joined this company on 06/09/2022, I have not been overwhelmed with their services. I will include a copy of my contract, along with the pending work request. I submitted a request to have my Dishwasher repair, my Dishwasher never got fix. This company, Shinmen Worldwide has made several attempts to repair the dishwasher but had not been successful. At this I got somewhat discourage about letting so much traffic into my house, due to COVID-19 and other airborne diseases. I called the company and ask for a buy-out/cash-out. I spoke with a Mr. Lee, and he transferred me to the correct Dept. I'm not sure of the individual name, however my wife heard the entire conversation, agreeing to the buy-out/cash -out agreement. I called on 10/28/2022 and was told that nothing was on record of this effect. Also, to mention parts were removed from m y dishwater. Still not together or repaired.

About a month ago our refrigerator/freezer (old) began malfunctioning and the freezer blower (which cools the refrigerator) was not working properly. The ice in the ice container was now slickery and wet, not solidly frozen and the refrigerator temperature began to increase, until it reach room temp. We called AHS and they sent out a company called "Fridgeworx", by the time he could come out we were forced to put as much (mainly dairy and perishables) in our garage freezer (only). He had to order a part for the freezer (which took about a week or so), in the meantime he fixed it temporarily in hopes it would last til the part came and it did. Now, the fridge was working properly, but not for long as we had to call out again on the same problem, by the time he could make it out to us it started working again and seemed to be cooling properly. He told us if it begins to do it again call him asap and he would get over to our house immediately so he could see what was going on.

Well, a few days ago it started doing it again with the freezer blower not working properly and not sending enough cold air to the fridge. We reached out to him that eve as he instructed us too, and we had to leave a message; then a text; then an email. No response. The next am, the fridge was much worse and declining. We reached out again with phone call and voicemail; text and email. No response. We finally called AHS and they assured us they would get ahold of him and not to worry. No contact from AHS. We called for status update and they said we must wait up to 24 hours. We expressed our dire situation with our food spoiling and couldn't they find someone else to come out. Again, we had to wait up to 24 hours. We asked to speak to a supervisor and the representative would not connect us. We waited an additional day, which is today 10/27/22. No contact from AHS. We called and spoke to three separate representatives and each said the same thing more or less that we would have to wait up to 24 hours for dispatch to find another vendor. We, again, expressed our dire situation with the declining fridge and were told "sorry for the inconvenience". On the second call we did ask for "escalation" and were told it was a 20 minute hold to speak to someone in that department and they would get back with us. No contact. On the third and final call today we expressed our medical conditions, disabilites and that we were in need of our refrigerator and that we could not go out a buy a new one and demanded that AHS replace ours with a new unit, all comments noted and we were told that our situation would be escalated to a supervisor and we would get a call within the hour of time the call was placed, and were told if we did not hear anything in four hours from that time to call again. No contact at all from AHS. Our refrigerator is still on the fritz, this time it is not rebounding and we should get a new unit at this point, especially due to everything we have had to endure with AHS.

We have been waiting over 3 months for our washer to be repaired. No parts have been received by the AHS Service Technicians. AHS says the parts were ordered on 3 separate occasions. The service technicians states they Never received any parts. As the customer - I am caught in the middle. There is No customer service reps here in the US. No contact # for AHS main office in Tenn. No supervisors to assist with any service requests.

My initial call for service on my washing machine was in March 2022. Accord Appliance was assigned and a tech came to my house (my first day off work to meet with him). The technician reeked of marijuana. He didn't so much as open the door the machine. Just looked at the error code on the display, said that I needed a mother board and left (total time at my house maybe 15 minutes. A different technician came back in May with more parts (this time my husband took the day off work). The machine was operational for a little over a month. In July it was not working again. This time when I called for service I asked if it were possible to get a different repair company assigned - since Accord had failed on the previous attempts. The repair was assigned to Zen Appliance. A technician came out evaluated the machine (another day off work for me). Said that he had a parts list, but he wasn't sure it was worth repairing. AHS might elect to replace. When I called to check status, I was told Zen would return with parts. On 9/9 (6 months later and ANOTHER day off work), two technicians arrive to install parts. The new outer tub would not fit into the machine. The part has changed since my machine was produced. The technician left the machine disassembled. Said that he would recommend replacement. When I called to check on the replacement, I was told that the repair had been assigned to Accord Appliance AGAIN. I asked why this was even necessary - weeks of arguing the necessity go by. Finally I take ANOTHER day off work to meet a technician 10/21. He sees that the machine has been disassembled and says it needs to be replaced. TODAY 10/25 I get a call from your company saying that they are not going to replace my machine because it is disassembled (damaged/abused). IT WAS DISASSEMBLED BY YOUR REFERRED SERVICE COMPANY! I have wasted SO MANY HOURS on this. AHS has collected 7 months of premiums AND THIS IS HOW A CUSTOMER IS TREATED!?!

Submitted Request for Service on May 16, 2022. I am still waiting as of today's date of OCTOBER 24, 2022. Parts were "ordered" This is on two separate appliances. Service came out once to diagnose. The second time they came and attempted repair but were unable to do so. Since then we have been told by sources that Parts are unavailable or backordered.

We were patient in waiting for resolution, however each conversation the delay was longer and we requested a replacement after 3 months and since then we have been repeatedly pushed off and ignored. I have made multiple inquiries. p

SIX months is far beyond what is reasonable.

Today I was told YET AGAIN I would receive a call back within 48 hours. Each time I have been told this it never happens.

It is October 24, 2022 & I am still waiting for my service request to be completed. The initial service request which was placed 8/11/2022, was returned to "Dispatch" per an AHS customer service representative 9/23/2022, because the vendor AHS authorized, declined the job to replace the Airconditioning/heat pump/furnace system. Since then, I have called customer service 1-2 times a week to get a "Status" update, only to be told "Dispatch/Contractors" is looking for a vendor. This whole process is/has been unacceptable. I can't get any resolution to getting our furnace system replaced, & winter is fast approaching. I wrote & sent a letter to the "Support" department a couple of weeks ago & have not heard back. This is the worse customer service I have ever encountered with any company. After being a customer for 18 years with AHS and the response I have received in getting this issue resolved, I, at this point would not recommend AHS as a home warranty company to anyone.

I initially found 5 vendors to replace the system; the issue after the initial service request was made, was that each & every company did not want to deal with AMS. With the experience I am encountering in trying to get this job completed, I certainly understand. Other than customer service, there is no one I apparently can talk to, to get definitive answers from, such as to when the service will be completed.

American Home Shield is a Fraudulent Operation. They will willfully deny coverage and prevent all means to cancel policy. They provide no means to communicate except through their phone Contact and then leave you on interminable hold to prevent you from Cancelling the policy. Even when they acknowledge the policy is cancelled, they will continue to bill you for the monthly payment as well as service calls that wen never completed.

This company is a well designed SCAM operator.

DO NOT DO BUSINESS W AMERICAN HOME SHIELD

Placed a service request on 10/13. The contractor went out the following week and told the tenants (family of 5 with children) they would order several parts that would arrive on 10/21. To date the parts haven't arrive. The tenants were not notified. The contractor has not responsed to any of my phone calls. AHS rep found out today (first time they were able to make contact) that the order for the parts were just ordered today 10/24. AHS response when I requested service fee of $100, cancel my account and send me an invoice after having been with the company for 15 years and still have another active account!