American Home Shield [AHS]
Reviews and Complaints

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!

Re; account # [protected]

On 10/21/22 I called to cancel my account & was told by the rep that my final balance will be $56.94. He sent me a confirmation e-mail that I have a copy of.

I called on 10/21/22 to make the payment & was told that the final amount is now $74.26. I advised this is unacceptable & I will pay $56.94 as specified in the e-mail. I was left on hold for 60 minutes & then transferred to the "escalation department" where my issue was still not resolved & left on hold for 30 more minutes. This is unacceptable, to be given a different final amount. I want to pay the $56.94 & resolve this issue.

Please respond today, or I am prepared to send a certified letter to Mr. Rex Tibbens, CEO, regarding this issue. This customer service is totally unsatisfactory & that's why I want to cancel this contract. Thank-you in advance for your cooperation.

I have had a contract with AHS for 2 years and filed my 1st request for service when my dryer broke on 10/12/22. They sent out Atria on 10/14 and the tech did not speak English very well. He left and said it was "all fixed" but rec that we have our dryer vent prof cleaned. The dryer was not fixed and did not heat at all. I still went ahead and had the dryer vent cleaned on 10/17 and recontacted AHS on 10/14 to let them know the dryer was not working. They sent out again Atria with another service tech who did not speak English on 10/18. He worked on it for a while and then indicated that it was good to go. He left and the dryer was still not working. I called AHS again and was told they were waiting for reports from Atria and that could take another 24-48 hrs. I heard nothing from AHS so called again and was told that Atria reported I needed my dryer vent cleaned and they offered to do that for a cost. We had the dryer vent cleaned on 10/17 and told them we don't need their service to clean the dryer vent, we need them to fix our dryer. I called Atria multiple times and would usually get a voice mail. Finally reached someone and told him that we had our dryer vent cleaned on 10/17, the day before his 2nd tech came to our house. He asked me to "prove it" so I scanned him a copy of the invoice. That was last week and still no response from Atria or AHS. I have been on hold with AHS now for 20 minutes to cancel my contract. No one at AHS speaks English very well either. Awful company with awful customer service.

From:

Joseph C. Thibodaux

123 Newcastle Court, Brandon, MS 39047

[protected]

joseph.[protected]@gmail.com

To:

American Home Shield

Headquarters: Memphis, TN

[protected]

 

Climate King LLC.

215 Industrial Cove, Ridgeland, MS 39157

Subject:

Interior Ceiling Damage

          In response to the installation of a new internal and external air conditioning unit at my residence, I am submitting a water damage report. The unit was installed on July 1, 2022. (* See Invoice No. [protected]. Service Date: July 1,

2022.)

On July 3, 2022, a water leak was discovered under the drip pan and coil unit of the air conditioner in the attic. A significant amount of moisture dripped from three saturated spots in the ceiling. Upon discovering the water damage, I immediately turned off the unit and contacted Climate King. Directly under the leak spots, I removed the saturated non-permanent carpeting and a bed.

After a thorough investigation of all rooms, no other rooms were affected by water damage. I inspected the roof for any damage from a mild storm on July 2, 2022.

No damage was noticed. In conclusion, the damage is from the air conditioning element installed in the attic.

Areas affected are the single room, involving sectional, unattached carpeting, a Queen-Sized bed, linens, and pillows. Potential damage can possibly affect the wood flooring in the area. The sectional carpet has been removed and the wood floor drying.

No one from Climate King was dispatched to conduct repairs because of the

holidays of July 4, 2022. As a result of turning off the air conditioner, no further damage was observed. The air conditioner unit did not require emergency repairs during the holiday break.

On July 6, 2022, the crew was dispatched and temporarily stopped the leak. Three

spots on the inside ceiling were damaged, one near the vent and two near the

bedroom wall. The crew instructed me to look at the drip pan and see if

condensation was filling it after the leak was fixed. During the two weeks that I

checked the pan, it was nearly empty every day.

On September 7, 2022, I discovered the leak in the same three locations with

progressive damage. Upon checking the drip pan, I did not notice any overflows or

leaks from the pipes leading to or from the coil housing. The leak is coming from

the joint at 90 degrees at the back. 

 

To prevent further leakage and damage I, once again, turned off the air conditioner when the leak was discovered. As with the leak discovered on July 3, 2022, the leak is progressive and will continue to damage the ceiling.  I contacted Climate King via email on September 7, 2022, and telephoned Climate King at 9:40 am on September 08, 2022. During the early evening of September 8, 2022, a crew was dispatched

to conduct repairs.

 

Due to a lack of supplies, the crew was unable to correct the leak. On September

9, 2022, they were scheduled to conduct repairs, but they were not able to make it out that evening. The repairs have been rescheduled for September 12, 2022, by Climate King. For the weekend of September 9, 2022 - September 11, 2022, I turned off the air conditioner after the leak was discovered and discovered no

further leakage.

 

Repairs were completed on September 12, 2022. My ceiling in the room directly under the unit has sustained further damage as a result of the second leak.

 

The leaks have created damage not under my control. I have taken every

precaution as advised and turned the air conditioner off when leaks were

discovered. I relied on the technicians to complete the tasks to keep the damage to a minimum. I have not created a situation to cause damage and turn to the technicians to do their assigned responsibilities. Now I am left with damage to my ceiling because of the repair efforts by the Climate King Technicians.

 

Climate King has performed air conditioner maintenance without flaw and above expectations up to this point.

 

I am seeking damages to be repaired by Climate King or American Home

Shield.

 

To observe further leaks, I waited nearly 15 days. As of today, no leak has been discovered.

 

If the damages need to be repaired, please let me know who is responsible.

Up to this point, Climate King has conducted services to my air conditioner

without flaw and well above the standard.

  

See Attachments below

 

Joseph C. Thibodaux

09/27/2022

601.259.2674 (Cell)

joseph.[protected]@gmail.com

I set up a call for my ac on [protected] and cancled the service call the same day and shows cancled. There trying to charge 125.00 and I call american home sheild [protected]... The ac person showed and left his truck running and said there nothing he can do and left. They will not remove the charge so I said not paying it am going to cancel my account and there going to lose over $600.00 in mothy fees and was told there nothing they can do..

work order placed on 9/4/22 for several items" toilet leaking noise,2 showers leaking water into wall and ceiling (electrical light)

9/7/22 Santiago w/ 1st American plumbing came out & diagnosed 2 shower valves that were no longer working. Santiago explained they would need to be replaced. The brand of faucet is Watermark (currently installed) Santiago explained that he could not replace the valve w/ same brand-Watermark as (AHS) would not approve. He would replace w/ another brand, BUT it would no longer work w/ faucet and that the faucet would have to be replaced in order for the valve to work. As of today I am still sitting with both showers not working and possible mold in my walls! I have been placed on hold for over 70 min and been hung up on several times w/ AHS. For my last 4 phone calls to AHS different representatives (which I now have employee ID #'s) and talking with Tina from 1st American Plumbing several times they claim that the work order was not called in correctly with each item listed in order for AHS to give me the correct amount for a cash out. AHS claims that that only the valve was called in, nothing more. 1st American Plumbing is claiming they have called everything in and that the most AHS will pay them is $114 and they will lose $$. He said if I called them direct w/out AHS they would charge me $600 I have the conversation recorded and plan to share if needed. All I ask is that AHS give me the full cash out for all parts, labor and allow me to end my relationship. I have been patient but am tired of being pushed around by AHS and your contractors.

On October 6, 2022, I requested service to my heating and air system. I paid the fee of $125 and it was sent to their dispatch team who put me in touch with a local vendor. Their vendor claims that they have tried on numerous occasions to reach out to me without success, this did not occur. I have since been dealing with the AHS customer service representatives who have tried to get me some resolution, and finally gave me an outside referral for service. Here's the deal though no one wants to call AHS and get prior authorization for work so that I can get reimbursed for the repairs by AHS. Every company that I have called refuses to call for pre-authorization of work. AHS is only giving me and outside referral for service as an only option to get the work done. So I'm trapped in a loop of contacting service companies that don't want to work with AHS and AHS telling me that my only option for getting service is to find my own contractor. And when we request to speak to someone in management at the AHS company they are refusing to assist with that as well. Worst Home Warranty Services received to date.

A multitude of times you have been contacted regarding the A/C unit at 375 Central Ave #10, Riverside, CA 92507, and you sent out True Master. The service charge has been paid, but they have not begun the repairs and are very difficult to get them to answer the phones. When we do get them they say they will get right on the repairs. It has been weeks and you cannot get them to do their job, nor are they willing to do their job. I have contacted an outside Air company, they have examined the unit and due to the broken fan blades and other items they said someone did not repair the system. Their repair estimate is $3000.00. You are supposed to be fixing, repairing, or replaceing according to the contract which you are seemingly breaching and having an inept company in your employ who cannot or will not repair the unit. At this point I need an immediate response from you as to the repair or replacement of this unit. Should I need to employ this other company due to your lack of reaponse, we will seek reimbursement for the repair of this unit. It has been weeks, which is unacceptable even according to your people.

Awaiting your response,

John Radovich ([protected]@aol.com) and Dave Patterson ([protected]@thegrove.cc)

I opened a ticket Dispatch: #[protected] on Oct 2, 2022. As of Oct 20, 2022, I am no closer to have my HVAC fixed. The technician is no responsive. I was told by AHS that a part was needed and it is on back order. I was told that after 5-7 business days, I could request a by out for the part if the technician had not received the required part. I found out to day they have not even received a diagnosis from the technician. Both the technician and AHS is giving me a run around. I have been very patient; however, this delayed has called my child to become very sick and I'm planning to hold AHS and the service technician responsible.

On Friday October 14, 2022 a Technician from Ukon came to service my Refrigerator, the Technician BROKE the control knob off my Refrigerator so that it can NOT be repaired Per Sears Technician also the knob is no longer available. I now have to replace my whole Refrigerator because of the Technician' action. I terminated my contract and I am filing a Complaint with The California Consumer Affairs Office and The California Better Business Bureau.

Valerie Thrash, DTM

Cell:[protected]

Canceled Contract Number: [protected]

This company is a scam and only wants to take your money. I put in a service request June 23, 2022, in the midst of summer in Georgia. A contracted service came out and examined our air conditioner and stated that we needed a compressor, and it would take a couple of weeks. I have made several calls only to continue to be lied too. I have been told on numerous occasions that the escalation team would contact me. It is now October and AHS continues to scam me by taking money out of my account and not delivering the services that I pay for monthly in the amount of $86. I paid $100 for the service request and although AHS HAS NOT serviced my air conditioner, when I go to service on my account it shows that the service was completed. LIES. When I call the contracted service, they seemed to not know what was going on and stated they were waiting on AHS. Someone is lying. Also, I was told I needed a compressor because lightning hit my air conditioner, which is another lie. I had to pay a company to come to verify if lightning hit the air conditioner and vehemently again, AHS lied. The company

has agreed to fix my air conditioner, however, since I pay AHS and have been with them for many years and have NEVER submitted a claim such as this, I need AHS to fix my air conditioner, and yes in the middle of winter. It has been four months and to no avail. If we all gather together and go to the media exposing AHS for who they really are, maybe they will stop scamming people like me and many others on this site complaining. I want AHS to fix my air conditioner without the lies, excuses, and deceit. At one time, I was so assured that this company was legitimate, but I was completely wrong. It is vitally important that as consumers, we all hold AHS liable for their outright theft they are committing.

Because of my location and limited air conditioning service businesses, I had to pay another $100 for another service contractor to come back out to my home to service my air conditioner.

American Home Shield was called twice to evaluate an Air conditioner unit that was not working well. They sent technician May 15, 2022 and again July 10th. Neither time did the technicians evaluate the interior coils or remove the housing unit to evaluate the unit function. I replaced the unit in September 2022 along with interior coils. I called AHS to cancel my policy on October 18th and was told they would cancel my policy immediately but would charge me the Nov fee of 98.18. I would not be eligible to have service during this month.

This company fails to provide adequate, competent technicians and then further gouges clients when the cancel the policy. People need to be aware.

Jean Walker

[protected]

I have had this insurance for over 2yrs. I paid my $75 deductible to have a Service Tech come out to look at my washing machine. He informed me that the bearings were gone and needed a whole new unit, that it would be cheaper to purchase another one. My claim was denied, the person I spoke too, said because my washer was still in working condition, it was still able to wash clothes my case was closed. I said, so what you are telling me is, until my washing machine is completely shut down, no longer working, you will not cover my claim and she said Yes. This conversation was recorded. My washing machines shakes and moves violently while washing clothes. This does not make sense for me to be paying for coverage and then be denied. I will be filing a complaint with BBB and with the corp. office. My intent is to cancel this service and go with another co. First American, who replaced my sister's washing machine for the same issue I am having. This Co. should be ashamed to take a customer's money and then not help.

On 7/20/22 made a svc call request for AC repair. Dispatch fee ($75) was paid upfront to AHS. Waited for call back & was told there were no available techs in the area. Rep was not fluent in english & I asked numerous questions. Was given permission to get my own contractor which I did without any issues since unit was under a maintenace svc contract. Passed pertinent info on to contractor but by then it was 3 days later (7/22/22) so I gave contractor permission to do repair which was a failed fan motor ($451). Note that I have been a customer with AHS for 19 years in which time they have not paid any repairs on this unit. I was told by contract that they won't do business with AHS due to time constraints they put on techs and subpar parts they want them to use which can't be guaranteed by them. I called & emailed AHS on 4 separate occasions before refund was denied on 9/29/22 at which time I cancelled my policy. Yes, they have come thru in the past for various appliance replacements, but when it got down to the really important issue they failed miserably. I also thought the dispatch fee should be refunded because they did not send a contractor. My belief is that AHS is responsible for the contractor desert in this area due to their unreasonable procedures/policies on contractors.