American Home Shield [AHS]
reviews and complaints

Agreement #[protected].

Repair dispatch ID #[protected].

[protected]@gmail.com

Original quote $935.99 Actual change to me $1345.00

I spent MANY hours talking customer service trying to get an itemized invoice to no avail.

The work was completed.

The charges undocumented

Invoice provided was inadequate.

[protected]@gmail.com

I had my electric range short out and placed a service call and it was approved and is being repaired. When the short occurred it also damaged the 220 line that comes from the circuit breaker box and the range plug. The wire is 220V with two 110 wires inside and one of them is no longer showing any power at the plug. It is obvious that the short from the range caused the electrical problem.

One of the companies that came out said the problem was caused by the wire being stapled too hard. The issue with that assumption is that they never entered my condo with a ladder so unless he had Xray eyes or could levitate he could not see any of the wire. I can verify that with my ring camera that shows him entering and leaving and again no ladder. I was also there the entire time and asked him if he was going to check the wire and he stated that he did not need to do it the problem was caused by the short in the range and the wire needed to be replaced. They also stated that 110 wire needs to be replaced with 220V. IT IS a 220V wire.

Let me assume that the surge caused the one wire to become dead and it happened where the wire was stapled (taking a whole lot of assumptions). Your web site states that you cover:

Undetectable pre-existing conditions (Moved into the condo in 2021 with no problems and had it inspected)

Improper installations, repairs or modifications

This would have to fit in one or two of these categories.

To save some time my Contract # is #[protected]

Range Ticket Dispatch number [protected] Approved but waiting for electrical to be fixed

Electric Repair Dispatch number [protected] Denied with the following

"per tech wire was worn out casing unit nt to work per tech it's due to nt n/w/t since as per tech staple that was hammered too much "

Please contact me with a resolution. I tried talking to customer service and all they could do is repeat back to me what the tech wrote. Would not explain how a improper installation or repair was not covered.

I have been trying to get my refrigerator repaired for over a month. I have had two contractors visit my home. The first contractor's representative determined that the condenser was malfunctioning and needed to be replaced.. The contractor determined that (based on a photo}, taken by his employee), the malfunction was caused by a problem with the electrical outlet.

AHS then set up an appointment with an electrician. The electrician determined that there was no problem with the electrical system and confirmed that the problem was that the condenser was malfunctioning. He turned the refrigerator on and a code appeared on the screen. This code confirmed that the condenser was malfunctioning.

Evidently, the refrigerator repair service determined that the electrician did not know what he was talking about and that, rather than replace the condenser, that the whole refrigerator needed to be replaced. I have been informed that a replacement would cost $1600 or $1800.

This whole situation has been a complete fiasco. I have been without a refrigerator for over a month. Noone but your assigned contractors have touched it.

You have, evidently, decided that the electrician, that you assigned, is incompetent and that you are going to accept an opinion, that is based on a photo and not on any documented test results.

If I am going to be forced to purchase a new refrigerator, you can be sure that I will find my own supplier. You can also be sure that, if this problem is not resolved, I will be cancelling my membership in your organization and that I will be submitting a report to the Better Business Bureau.

I look forward to hearing from you regarding this situation.

I can be reached at [protected]@aol.com or [protected]

John Kuhn

9 Herons Bill Dr.

Bluffton, SC 29909

They came out found the issues saw that the equipment needed replacing and they then they cancelled service. What a rip off! I have been with this company for over twenty years. It wasn't until the last three years i have so many problems with this company. It is in my opinion that management has changed and they now have a bunch of crooks working for them. Their service has really gone to the dogs and is unacceptable!

I want the items replaced that cant be repaired which was their promise to me and that is what i expect. or please refund me ALL 20 plus years of monthly service fees charged Totally unacceptable Return ALL 20 plus years of service fees and I can go out and get my own!

I opened a claim with AHS on 7/28/2022 for repair of my refrigerator. It is 9/6/2022 and I have, yet, to see a contractor. The contractor never called. When I called the contractor to set up an appointment, they said that they no longer do work for AHS because they don't pay them according to their billed hours. When I called AHS to let them know, nothing was done. The request sat pending. On 9/6 my refrigerator stopped working. When I called AHS to ask for a different contractor or permission to call one myself, I was told they needed to contact original contractor to confirm. They have had over 30 days to follow up on my request and have done nothing. Now, I'm being told I have to give them 4 hours to escalate and to determine our next steps. This is what over $800 a year gets you. NOTHING.

I opened a ticket April 8, 2022 for my Air Conditioning. AHS took more than a month and several phone calls from me to determine it was covered. They assigned South Placer Heating and Air to repair the AC. AHS was to order the evaporator coil, but never did. After several calls the finally assigned an Escalation manager who after a few weeks was able to get the evaporator coil on order, in the meantime AHS sent me a check to cover the cost of the evaporator coil expecting me to order it. Since AHS was taking so long to order the coil I asked what my options were. AHS told me I could cash out but could not tell me how much they would pay, so I never authorized the cash out. AHS sent me a check to cover the cost of the evaporator coil expecting me to order it. South Placer sent a sales rep to get me to buy a new AC or pay $3400 for the repair (for items not covered by AHS). When South Placer finally received the evaporator coil in August, they installed it (no other "uncovered items" were installed). While finishing the job, the tech stripped a valve and did not have the parts to fix it, so needed to send another tech, who came the next week and could not fix it, a 3rd tech was finally able to fix it on Aug. 31. Summary, don't waste your money on AHS, it cost me $3400 and 5 months to fix an essential covered appliance. I called AHS to cancel my contract, but they are only available during normal business hours for cancellations.

On June 21, 2022, our water heater began leaking into the pan, and brown rust-colored water began coming out of the pipes on the hot side. We called AHS on the 23rd of June, and a plumber was scheduled for the next day. He arrived, diagnosed the rather obvious water heater failure, and left to file the report with AHS. We didn’t hear anything for three weeks, then began calling AHS. Their support line’s average wait time was between 2-3 hours. After several failed attempts, I was able to speak to a person, who assured me that they would look into it. Then two more weeks of nothing. I send a new service request, which the same plumber responded to, but in lieu of showing up he simply called me and explained that he would re-submit the information to AHS.

Two more weeks passed. I began calling, and after three or four evenings spent listening to the hold music of AHS before giving up, I was able to talk to a person, who again assured me that they would look into the matter, and call me back.

In the portal, my service request status changed to “processing and evaluating”… and has been that way for another 3 weeks. I have again tried to reach a human, only to be met with interminable hold music.

AHS is clearly not interested in actually fulfilling the terms of the contract, and we have had restricted access to hot water for almost 10 weeks now. I want my contract fees refunded, contract canceled for failure to meet terms, and I’ll buy my own water heater.

AHS has made it nearly impossible to actually successfully submit a claim and receive service, and the lack of any ability to speak with someone either via email or chat, but only having a call service with a multi-hour wait, is an unreasonable obstacle to actually receiving any service from them as a provider. It is the action of a company that wants to make filing a claim so difficult that most people would simply give up. Which means that they have no intention of actually honoring the contract, they simply exist to dupe people out of their money. In addition, if I want to try to escalate things by filing another claim, they will bill me an additional 125$ for the privilege of being ignored.

I have no faith that filing this claim will actually result in anything but I’m doing it before moving on to the attorney general’s office, which won’t accomplish anything either, I suppose, but I’ll try all the same.

Hello, company is a scam, and what a POS to try to resolve my issue. My hot water tank died on 8/24/22, so I called AHS, (somewhere in Thailand) to report the problem, plus pay another $75, for what I don't know. They called their vendor/plumber Advanced Home in LAS. Advanced came out on the 25 and 26, by that time they said the tank needed replaced. (tank was sitting in water, pilot light was inop). After making 25 calls all over the world, I finally got hold of a USA service phone number in Memphis, TN. [protected]). I have talked with 6 different service women and keep getting the run-around. They NEVER get back in a timely manner. I just found out today they have to order the tank, and it won' be shipped till 8/10/22, then another week to have it installed. By the way, their vender is charging $600 for additional fees, ($200 for a permit, costs $41 from the city, and $300 for a new flex gas line) this is BS. It has been 9 days since I have had hot water, now they want another 14 days before its installed. I urge ALL to contact your Attorney General's Office, and BBB and file a complaint.

Over a week has gone by and still the contractor has not shown up to fix my ac. I call ahs and they say they cant change the contractor until the service order is closed out. So they sent them to come back out and it will be another week. An the forcast is 115 to 120 all week.

This is not service. There is a contractor/vendor that they use in my town, but yet they use someone else that is 70 miles away that either wont or cant come to my town but once aweek. That is piss poor

Been with AHS for decades. Used to be a good service. Now good lick getting anything fixed in less than months. 1. AC went out in terrible heat wave. Heard NOTHING after technician came out timely. AHS claimed he hadn’t put in request to replace parts. He said he had. After tussling with them over a “surprise” “co-pay” (had NEVER had one in the 40 years been with them) of $2,500, it still took weeks to get it fixed. In temps of 104-106, and having to call to get anything moving. They hadn’t done a thing til I called. Took a MONTH to fix-& wasn’t a parts supply issue. 2. Stove vent-hood quit. Had THREE VISITS over more than a month before finally repaired. Appliance replacement would have cost $500. Two visits had 2 technicians. First guy couldn’t do it. It worked for a short time, then power switch stopped. Nearly 2 months ago. Followed up w/tech service couple days ago. They called AHS & were told they couldn’t find the replacement part. No notice to us about it. Just left it. Been w/o stove vent starting last spring, thru a hot summer. 3. Pool timer went out. AHS just ordered insides. Took weeks to receive. Installed. Doesn’t work. Been w/o a timer since opened the pool first of May. Now Sept. No timer. See a PATTERN HERE? AHS drags their feet for as long as possible I can get a pool timer from Amazon in 2 days. THERE AREN’T PARTS SUPPLY ISSUES. 4. Tried calling AHS to discuss. NO ONE ANSWERS THE PHONE. Just cuts off call. AHS IS NOW OFFICIALLY A TERRIBLE, SLOPPY, SNOTTY, NON-RESPONSIVE COMPANY THAT DOESN’T CARE ABOUT FULFILLING THEIR CONTRACTS TIMELY. But they certainly DRAFT MY PAYMENTS TIMELY. Looking for another company. Meantime-AHS IS CRAP!

From 8/6/2020 AHS charged me for two accounts. Instead of upgrading my existing account the opened a new one a ever since charged me for both. The total overcharge was $1,079.76. After many phone calls on August 25, 2022, I was refunded $499.90; AHS still owes me $579.86. This has caused me extreme stress. I recently lost my husband and was taking care of him for several years. I always checked to see that my bills were paid but, I didn't check to see if I was being ripped off.

I have been paying American Home Shield for years. Finally, I need their help and am getting nowhere. I have called and talked in depth to the first-line call tree folks three time in the past two days (since I first opened my ticket - the morning of 8/30.22). I cannot get to any Supervisor, Manager or even Dispatch. The people answering are evidently trained to never escalate to a Supervisor, as I have asked every time). I have been informed they have just one Contractor in Key West, FL. That Contractor is "unavailable". That's it. No hope in site. It's 92 degrees, inside my home and my wife, dogs and I are sweltering. And I can't even get a Supervisor to call me. They cannot allow me to call one of the many, many air conditioning companies and send them the bill.

I have had multiple issues with this company. The first problem was when we put in a request for service on our ductwork. The service tech that was sent out did not do ductwork, yet we were charged for the contractor to come out just to tell us that he could not make the repair. I then requested service three more times for the ductwork. AHS assigned the SAME contractor each time. By same contractor I mean the one who DOES NOT do ductwork! I finally gave up an had it taken care of on my own.

Next we had another request for service for a noise that the A/C was making while running. The contractor that was sent out did NOT complete the service. When I contacted AHS I was told that the address was a commercial property. I explained that the address was a house and that we have had multiple repairs done through AHS. We requested service once again and requested that a different contractor be sent out since we already paid the last one for basically nothing. The customer service representative stated that she/he would put a note in the chart not to assign to this particular contractor. The request ONCE AGAIN was assigned to this same contractor that we had asked not to work with again. This has happened three more times! It has been assigned to the contractor that we do not want to work with three times so far AFTER it was supposed to be noted not to assign to him. I am currently waiting on another contractor assignment to see if they FINALLY GET IT RIGHT!

7/31/22 got "system malfunction" message on thermostat. Called contractor I have maintenance contract with and tech determined a non-functional compressor. Called ahs who assigned Crispy Air and Heating to check it. I overheard that tech talking to his supervisor say "he says (referring to me) the compressor is shot". After several minutes I was told "the accumulator leaks and all the refrigerant has leaked out. You need a new accumulator.". I reported this to the previous tech who aggressively disputed that finding. Crispy said it would take 3 weeks to get new accumulator. My house was under contract to sell. Typical temperature at the time was 105°+. I decided I could not live for that long for a fix to a problem that didn't exist so we decided to replace the entire system because the existing system was obsolete. Luckily my Maltese and I were able to stay with relatives for the two weeks it took to acquire and install the new system. I requested the cash out option for the "accumulator replacement" but have yet to see any money. It is OBVIOUS Crispy wanted to make a fast buck. They are crooks. Working with American Home Shield is a nighte.

In 2016 I had a roof mounted York 5-ton central air conditioner and heat pump unit that was severely damaged by a hailstorm the size of golf balls. A number of roof mounted units in my neighborhood experienced the same problem. I called American Home Shield and they sent out their contractor. After he reviewed the damage, he said that the unit had to be replaced and gave me a quote of $6000.00, my out-of-pocket charge. I contacted American Home Shield and they said that the contractor just sent them an estimate that was for $13,000.00. I asked why I was being charged $6,000.00 also. They said there should be no out of pocket expense to me except for my $100.00 deductible. They then requested that I fax them a copy of the contractor’s estimate for my “so-called” out-of-pocket expense.

American Home Shield then sent out Sweet Mountain Air to examine the damage. David Sweet came out and agreed that my York unit was not repairable and had to be replaced. American Home Shield Agreed and a new unit was installed. My contract with American Home Shield states that “AHS is responsible for installing replacement equipment and parts of similar features, capacity and efficiency….” After installation of the new unit the contractor, David Sweet told me that this was a Carrier unit which is comparable to my York unit. He then presented me with an invoice which stated that a new 5-ton unit is installed and is operational. He asked me to sign it so he could present it to AHS showing the completion of work.

During the last 6 years I have been telling people that AHS replaced my York unit with a Carrier unit which is close to equal value of my York unit.

On Sunday, August 20, 2022, we experienced a heavy windstorm and rain, on Monday August 21, 2022, we experienced another wind and rainstorm. On August 22, 2022, my “Carrier” unit stopped providing cold air in the house. I thought that by turning off the unit it may restart providing cold air. When this attempt failed, I called American Home Shield on August 24, 2022, and they said they would have someone come out the next day. I explained to the representative that my wife has a heart condition and is under a doctor’s care along with having diabetes and my daughter and her 2-year-old daughter is staying with us because her husband is on active military duty. The next day “Same Day Air Repair” called to set up an appointment for August 30, 2022. I said that I could not wait that long. They said that was the earliest time they can fit me in. I called AHS and explained what I was told. Same Day Air Repair called me back and told me that they could come out on Friday August 26, 2022.

The repairman arrived on schedule and examined the “Carrier” unit and found that the capillary tube, a soft copper tube was rubbing against other soft copper tubing when the vibration from the unit starting up, running and shutting down and caused a hole in the soft copper tubing and caused it to leak 15 pounds of R410A refrigerant. I asked why were the copper tubing even touching each other. He said he only saw that once or twice before and it was not normal to have soft copper tubing touching each other. He said that he has not worked on many Payne units before. I said no it’s a Carrier. He said no it says Payne on it and it is not a Carrier. He also said that it would not be covered by AHS and would cost me $2,355.00 out-of-pocket to fix. I said I cannot afford that. He called the office and then told me that they would accept $120.00 per month payments. He wrote the cost and the monthly payments on my copy of the work order. However, it did not show any interest rate, tax or anything else. He then said that my next option was to “Do Nothing”.

This was unacceptable to me. With my wife having a heart problem and under a doctor’s care and with a 2-year-old baby in my house and the indoor temperature up to 96 degrees, I had to do something.

I started to research “Payne” air conditioning company on the web: I found Payne.com and on their website, it states “Here are some reasons to replacing your heating or cooling unit; The cost of repairs is near 50% of the cost of a replacement…” Payne’s website also stated that there is a 10-year warranty.

I then found a website PickHVAC.com, and it had a cooling and heating guide for Payne air conditioner reviews and Prices 2022. It states that a Payne 5-ton unit for system only $1,530.00 and installed price $3860.00. So why would I want to invest $2,355.00 into a unit that costs $3860.00 to replace. I called Same Day Air Repair and talked to their representative and was told that the total contract price was $2,565.42.

I then called American Home Shield and each time you call AHS the representative asks you to tell them what the problem is and in doing so I was disconnected twice. However, I kept calling back and asking the representative to not hang up on me. I have tried to talk to a supervisor and the representative says that the supervisor does not take calls, but they will connect me with the escalation department. The escalation department told me that they would send out a company for a second opinion on my “Carrier” unit. I asked how she knew it was a Carrier unit and she said that is what is on her screen. I said that their own contractor, Same Day Air Repair, told me it was a Payne unit. She said no, it’s a Carrier. I then requested a copy of the warranty and was told that American Home Shield does not divulge that information and to contact Carrier. I said it is not a Carrier. She said then to contact the manufacturer of that unit. I then requested a copy of the completed work order that they received from Sweet Mountain Air and again was told that they do not give that information out and that since it was six years ago, they do not keep that information. She then said that the best that she could do was to send out a contractor for a second opinion.

I agreed. They then texted me saying they contacted Same Day Air Repair to come out and for me to contact Same Day Air Repair. I called Same Day Air Repair and was told that they would repair the problem, or I could “do nothing”.

I called AHS back and again request to speak with a supervisor and was told that the escalation department does not have a supervisor. I then requested to speak with a manager and was told they do not have a manager. Then I requested to speak with someone higher in authority and was told that there was no one higher. I then stated I did not believe that and then the rep told me that someone from the resolution department would contact me. The representative then said that they would send someone for a second opinion.

I called Same Day Air Repair and asked why they had been again requested to come out to give a second opinion and was told that they had no idea concerning any second opinion.

Yesterday, August 29, 2022, Same Day Air Repair texted me saying a repairman was coming to my house between 9am and 2pm the following day, August 30, 2022. Also, yesterday, August 29, 2022, American Home Shield texted me Stating my problem was not covered and the cost to repair is $3,075.00. WOW, from $2,355 to $3,075.

In the meantime, I have 5 fans and two borrowed portable room air conditioners to keep indoor temperatures under 100 degrees downstairs. The upstairs three bedrooms average 92-96 degrees and are uninhabitable. My area, Mesa Arizona is under an “Extreme Heat Warning” for the rest of the week.

After doing as much research as I can, I am unable to prove to Payne Air Conditioning Company when I had their unit installed because I don’t have any documentation and American Home Shield is unwilling to provide me with any information because their system shows my unit to be a Carrier unit.

I cannot prove that Sweet Mountain Air even installed this unit because I just signed the work order showing that the work was satisfactorily completed.

Although I believe that someone may have committed something illegal, I cannot prove it because American Home Shield is unwilling to provide me any documents involving this transaction.

Did American Home Shield knowingly participate in a bait and switch, replacing a York unit with a comparable “Carrier” unit while knowing that a cheap Payne unit was installed?

Did Sweet Mountain Air bill American Home Shield for a Carrier unit and AHS paid Sweet Mountain Air thinking that a much more expensive Carrier unit had been installed?

Why did the professional contractor, Sweet Mountain Air, not see that the soft copper tubing was constantly rubbing against each other and would eventually cause a leakage of the freon?

Why is American Home Shield refusing to have an independent air conditioner company inspect my Payne unit to see if this is a manufacturer’s defect?

If this unit is repaired, what are the chances that the rest of the soft copper tubing, still rubbing against each other cause another leak of freon into the atmosphere and then who is responsible for that leak, or will it again cost me $3,075.00 to fix it again?

Who is responsible for the freon leak into the air this time? The bait and switch plan? American Home Shield and or their representative Sweet Mountain Air? The manufacturer who built the unit knowing that the soft copper tubing will rub together and eventually cause a freon leak into the atmosphere?

Since this is my stated position and the contract under which I believe I am bound states in its MANDATORY ARBITRATION. “Any claim, dispute or controversy, regarding any contract, tort, statute, or otherwise (“Claim”), arising out of or relating to this agreement or the relationships among the parties hereto shall be resolved by one of the following means:

(a) Either party may seek binding arbitration by one arbitrator administrated by the American Arbitration Association (“AAA”), under the AAA Consumer Rules in effect at the time the Claim is filed (AAA Rules”)”, I want this matter resolved as expeditiously as possible and this inferior unit removed from my roof and replaced with a unit of equal value to the original York unit.

Sincerely Yours,

David A. Geffert

I called AHS on 8/14/2022 and place a service request for the dryer to be fix; the dryer was not heating. I paid the trade cost; they told me TARHEEL APPLIANCE REPAIR LLC was coming out on 8/29/2022; I was supposed to have an appointment with them; they never showed up after calling them several time they told me they had tried to reach me; I never got any such call and they cancel the appointment, it is apparent the AHS has one company that service the appliance -dryer in this area. I have been waiting for over 2 weeks to get service for my dryer and I have called Tarhill Appliance Repair LLC over 7 times, and they never return the call to me. I called American Home shield over 20 times about service for the dryer and they continue to tell me Tarhill is the servicer, and this company will not even return their call to me as a consumer or to AHS. This is just poor service on both companies AHS for not trying to find another servicer for the dryer and Tarhill Appliance Repairs LLS for not communicating and returning the call.

The escalation department had promised to send a second contractor to my property at no additional cost per April at this department on Friday Aug 26, 2022 , and when I called to check the status since it had been more than 48hrs. I was told I had to agree on an additional charge in order for the second contractor to go to my property.

This insurance is so corruptive and false, the first contractor I was sent was under the influence of alcohol/ drugs. I am so disappointed, they have to send a second contractor to my property as it was promised. I asked them to replay the recorded conversation regarding the waved fee , and they refused.

I am asking to have someone fix my toilet and fix my refrigerator. I am tolld that it will cost me $200 instead of $100 because it is two differet items. I would like someone to point out, in my agreement where it states that if you list items in different catagories, you are going to charge an extra $100 for each catagory that AHS decides to set up.

May 29, 2022 - Requested service for a Trane AC unit 9 years old. First contractor could not repair so AHS sent second contractor out.

August 29, 2022 - 91 days later the second contractor still does not know w/hat's wrong and keeps changing parts out. I called AHS customer service 8/16, 8/17, 8/23, 8/24, 8/25, 8/26 begging for help to get my AC fixed in this 100+ degree weather. Each time AHS says the same thing about having a manager call me back and they reach out to the contractor. The contractor refuses to answer the phone or call back when messages are left. They only communicate through texting. When I asked for the contractor to submit a report they are unable to fix it, their response is that they will fix it because the contractor will not pay to replace the unit. AHS does not see the problem and will not resolve it. I keep getting the same response as if the customer service rep is reading from a script. In addition, the contractor has sent me a bill for $1140 saying in June they fixed a leak and put Freon in the unit. They did not fix it. Your contractor is threatening to put a lean on our house if it's not paid. AHS needs to pay this bill their contractor since it wasn't what was wrong with the AC unit since it's still not fix.

I need a manager to take control over my account and get this problem resolved. 91 days is excessive amount of time to get my AC repaired.

2017 Winwood #1, Las Vegas, NV 89108. We placed a service request for refrgerator repair in the meantime we moved a temporary refrigerator into tenant unit as they can not be without a refrigerator. We moved the refrigerator needing repair onto the porch. Claim denied for refrigerator being on the porch. We then moved it back into the unit. In and out 3 times. We are complying with ADA repair request. Claim is being denied. THIS IS INSANE. The refrigerator is broken, repair should be covered. If we had made tenant suffer by keeping unit inside and not supplying them with a loaner 3 weeks later we would have had a repair. I need someone with a brain to respond. my email is [protected]@gmail.com