American Home Shield [AHS]
reviews and complaints

On 7-19-22 I requested service for my oven. A Sears technician came out the following day and told me that the hinge on the door was broken. He also told me that the parts were No Longer Available and that I should hear from AHS within 1-2 days.

That was over one month ago. I have placed upwards of 20 phone calls to AHS, and each time am told that they will check with Sears to confirm that the parts are broken and not available. Sears has sent the report and diagnosis to AHS 3 separate times (8-02-22, 8-10-22 and again today).

In my latest conversation (via Twitter), the AHS rep scheduled a Sears technician back out to the house on 8-30-22. Why? To buy time? The broken hinges are still broken... the oven is still unusable... I am beginning to believe AHS does not want to honor their obligation to replace my appliance and is acting in bad faith.

Dear Mr. Rex Tibbeng, President and Chief Excecutive Officer,

I have put in a Service Request since June 27, 2022 for a repair on my Refrigerator.

I have called the Appliance Keep Up (AKU) service person and Ameican Home Shield (AHS) since they (AKU) came and reported that a part was needed to repair.

I have called so many times asking when the part would be delivered; they said on August 1, 2022. I have been patiently waiting and checking on the request. I must have called over 20 times to AHS and each time, the people are very courteous in speaking, and trying to help with no results at all! I begin to ask each AHS person to note in their system that I have called and need an answer to my refrigerator repair being fixed.

Today is August 24, 2022, and I still do not have the refrigerator repaired! Your company is not fulfilling your contract; if not repaired then you will need to replace since it has been this long in my request. It is going on the third month and no answers to my repair of the refrigerator at all.

I have a solution that will quickly solve my problem and yours, which is getting to be a big problem since i need my refrigerator! SOLUTION: You can send me a check for $2,000 for a new refrigerator and I will go buy another one OR you can purchase the same refrigerator and replace my broken one that has not been repaired since June 2022.

Please help me. I am 76 years old and do not need this on my list of things to do since I paid to have a contract with AHS to help when a repair araises.

Please notify me in the next few days. I expect a reply and a new refrigerator for all my phone calls, trouble, and dealing with this problem, which you have not solved at all.

Thank you,

Connie Cunningham

8725 63rd Avenue

Berwyn Heights, MD 20740

[protected]

Cont #: [protected]

PS: Concerning Your Phone System: when I call for a "Status Update", states to me "not finding any service request". So what is that all about? The service number for the refrigerator is [protected] and I paid the $125 required, yet not a new refrigerator!?

on 8/16/22 i call to open a service request as my garage door stop working, a contractor was assigned, they advice that the spring need it to be replaced but because this is an old spring it has to be converted to another spring stile, AHS declined the service request because they do not cover doors, the garage door is not going to be replace just spring, they asked me to pay $550 out of pocket to the contractor to fix it, i got 3 additional quotes on my own and not only where more affordable they all also advice the motor has to be replace as well and that the spring conversion is not part of the door, i call back AHS whit this new findings and they offer a cash out of $175 or send another contractor for a second opinion (this will be the 5th) if they happened to have the same outcome i will have to pay an additional $100 for the visit, the 2nd contractor they sent agree that the first contractor was incorrect and left me a job invoice indicating it needed a torsion spring conversion and motor, i have not received anything either form the contractor or AHS, when i call AHS the system show the service request has been completed, the agents advice it show closed because the contractor did their first visit (do not agree as i had other request and it has not been like that), and that i need to wait 48 hours, i call back 48 hrs later and same i have to wait another 48hr and if not received an email to call back.

American Home Shield Corporation operating out of Memphis Tennessee is a complete fraud and scam and should be avoided at all costs! I recently was offered a $285 compensation for a repair to my evaporative coil which their contractor wanted $5,750 to complete. After 4 calls to their customer service department and buy out division, I was lied to regarding the costs they would cover. I am a general contractor and deal with HVAC subcontractors on a weekly basis and have extensive knowledge of this industry. They claimed the coil could be purchased for $100 and they allotted and additional $100 for labor and additional parts. Even though they have good purchasing power, The evaporative coil required has a retail value of around $500 and it takes a service repair man at least 6 hrs .to complete at $75 to $85 per hour. This is a $1,200 repair all day long from an honest reputable company, certainly not a $5,750 repair as quoted by their service company . They refused to admit the true costs and have left me with no options or recourse. Avoid this company at all costs!

Contractor came put to repair dryer, Issue: not drying, Removed the back of dryer and vacuumed the lint out and then stated AHS does not cover this and charged an extra $50. This was the first time using AHS for a service repair. Called a couple of times to complain, Was told 2 different things by 2 different people: 1, you should not have been charged and we will get your money back. Contractor has a couple of hours to provide detailed invoice of service Either they refund the money or we stop using the company. Rep states I will call back in 24 hours. Haven't heard back from anyone 2. Call back on Monday and we should have the invoice to show why you were charged extra and explain it to you. (So I am thinking to myself: sure give them time to come up with something to justify the erroneous extra charge.) The frustration of not being able to contact someone who doesn't sound like they are an outsourced call center

My name is Mason Monroe. On July 14, 2022, I requested AHS to provide a plumber to replace a broken outside water hose bib. AHS assigned United Air Temp as my plumber contractor. On July 26, 2022 a technician from United Air Temp visited my home to repair the water hose bib. After looking at the hose bib, the technician stated to me he was not trained to repair this bib. United Air Temp scheduled another technician to visit my home on August 5, 2022. The technician at this time informed me that he would need to order the hose bib. Since August 5, 2022, I have not received information from United Air Temp pertaining to the status of the hose bib.

I have called AHS on three occasions to complain about not having the hose bib replaced and not receiving updates from United Air Temp regarding the status of the hose bib. I have requested that my work order [protected] be transferred to another plumbing company. I paid $100 on July 14, 2022, for the hose bib to be replaced and more than one and a half months later, I am still waiting for the hose bib to be repaired. AHS service rep informed me that my request to transfer my work order to another plumbing company could not be accommodated due to AHS policy. I do not understand a policy where I am the customer have met my obligations to AHS and informed AHS I have not received good service from United Air Temp, but I must endure this poor service treatment. I have been with AHS for approximately four years, always pay in full the yearly service contract fee, however, at this point I am not inclined to renew my AHS service contract.

Due to the poor service I have received from United Air Temp, I no longer will allow a technician from United Air Temp to perform my repair service. Reason, if the repair service goes wrong, I no longer think United Air Temp will be an honorable company to resolve my repair issue.

I have been trying to cancel my account with your company since July, 2022. I sold the house, 210 Robinson Drive, Newport News, Virginia 23601. This is my 4th attempt to cancel.

I would like a refund of what is owed to me and I do not feel I should pay a cancelling fee.

I hope to hear back within 48 hours or I will see a lawyer.

Mary Kypriandes

[protected]

[protected]@gmail.com

What do I have to do to get my account cancelled?

It's been 5 days (as of 8/16/2022 to 8/20/2022) and no service to my claim (Dispatch: #[protected]) i have a water leak at the water heater and now no hot water your contract says 48 hours and i still have no answer to when i am or if i am going to get any service, i do not need it a week or two later i do not pay for bad service but that's all i get.

Plan #[protected] I have tried to use the claim service a few times over the last few years and have never had any service fulfilled from your company, you have taken my money for 6 years and provided nothing, was told i would get paperwork to file for reinvestment and never got that, I would like a answer to this soon. Your company has been taking my money and have no one to fulfill the service contracts in my area and yet your claims department assures me you do, so where are they?

AHS has denied me of HOT WATER SERVICE since JULY 23rd, 2022 (it is now, AUGUST 19th).

They sent a technician out who determined that the water heater needed replacement, which was “authorized” by AHS. The technician required AN ADDITIONAL payment of $1530.00 for “building code upgrades,” (which according to 3 other plumbers that I called out independently, cost about $200+/-). After hearing that news, I requested a payout for the hot water heater (as my quotes to replace the hot water heater were less than the $1530 “additional” (including upgrades)) that the AHS technician quoted). I have been waiting for an answer ever since.

3.5 hours on the phone EVERY DAY chasing them, being told daily that “it is under review,” and that I will have an answer “in the next 24 to 48 hours.” I’ve heard that more than a dozen times and they are still hung up on trying to contact the rip-off technician to make sure that they didn’t do the work (in spite of me offering a photo of my old hot water system still sitting in place). They have also said, that should I decide to get the hot water system replaced previous to them “offering their payout, I am entitled to NOTHING.”

…the point being, that they are 100% happy to deny me what is considered an “essential service” in the state of California, with no valid timeline as to when I will have a payout number (all the while “waiting for a response” from their non-responsive technician). …save your money, an AHS contract is not only worthless, but could very well place you in peril as they have no concern for their loyal (now ex-loyal) customers well being by illegally denying you the opportunity to restore an “essential service.”

***I am looking for a lawyer now and any “influencers,” who might be able to spread the word of how AHS is a SCAM. Did I mention that while this is all happening, that they have continued to take their monthly contract payments?

PLEASE help me put an end to their practices!

I need help with this, please.

I opened a service request for a GE Profile cooktop repair. After five days the AHS assigned company finally contacted me; they determined that the cooktop was un-repairable.

AHS was notified and offered me various replacement options. I chose one of the cooktops they offered and paid a $175.50 premium for a better cooktop model. The Whirlpool cooktop was delivered and I notified AHS, who then contracted a separate installer. Upon attempting the installation, that company determined that the Whirlpool cooktop had a larger base than my granite countertop opening.

In summary, The replacement, for which I paid an upgrade charge of $175.50, was delivered by Whirlpool; unfortunately, it did not fit the cut out in our granite counter top. I arranged with AHS to return the cooktop and I paid a $100 restocking fee. I should not have had to pay that, as I measured the GE Profile while on the phone with, and under the direction of an AHS representative. I was later told by AHS thst it was my responsibility to make sure the Whirlpool would fit the opening. Who asks their customer to take on the hazardous task of pulling out the old unit and measuring the opening in Sat it?

At any rate, on 8/15/22 I was told that once the cooktop was picked up for return to Whirlpool I should notify AHS and they would begin the process of 1) refunding the $175.50 up charge I had paid for the better model Whirlpool and 2) AHS to issue a Lowe’s card in the amount of $485, as this was my option, rather than selecting another of AHS recommended cooktops.

Today, 8/18/23, the return was picked up, I called AHS to notify them as requested, and after spending over an hour on the phone with AHS and talking with multiple people, none of them could start the process I just outlined. I was told this would have to be escalated; to be fair, they did call me back; however my RoboKiller app on my phone considered the number the call originated from to be spam and sent the call directly to voicemail. Unfortunately, AHS never lets you return the call directly to the representative who called you and you have to explain all of the above information each time you call.

I’m getting frustrated. I’ve spent many hours trying to get this resolved, and I’m to the point of considering canceling my AHS contract and posting negative ratings on the review sites.

Among other complaints, some of the representative’s broken English makes them extremely difficult to understand and conversely, they have great difficulty understanding the issue I outlined above and beginning the refund and Lowe’s card process. I asked one young lady to pass me to her supervisor; after yet another time being placed on hold, (I have been placed on hold multiple times, one time for 51 minutes, then the call dropped, and on 8/18/22 for 43 minutes). I was then told that no supervisor was available. That is unacceptable customer service.

Please call me back at [protected] and let’s get the ball rolling on this.

Thanks,

Pat

Patrick H. Throop

[protected]

[protected]@yahoo.com

For the last five months I have been trying to get a dishwasher either repaired or replaced by American Home Shield. In the beginning they sent a company out who simply reset the dishwasher which would then work for a few days and then give the same error code as before. The second time, it was the same repair company, and they did the same--reset the dishwasher. Each of these two times I paid a $107 service charge. I did not give up and continued to call AHS and complain. The third time they sent out the same company as the previous two times but this time I was told the dishwasher would be replaced. I was given options on the dishwasher, and I choose one that was most closely like my original dishwasher. I was given a date when the dishwasher would be delivered, installed and the old one taken away. When the delivery company came, they told me they did not install dishwashers I would need to hire a plumber. I told them to take the dishwasher back since I did want an uninstalled dishwasher sitting in the middle of my living room. When I complained again, I was told to call the delivery company and have the dishwasher delivered and then they would try to find someone to install the dishwasher. I called the delivery company three times so far and they simply ignore my calls. AHS also offered me $125 if I were to get someone to install if for them. This has been an endless nightmare. In my opinion AHS hire subpar repair companies who will only fix the problem if it is something simple, such as resetting the device but if the work is more complex, they bow out of the job.

I renewed my contract with AHS earlier this year. During the renewal process, I was told that I would receive two months free.

On April 21, 2022, I called and spoke with a customer service rep., stating that the funds had been taken from my account. The Rep., then stated that the months of May and June, 2022, would be free.

I checked my account and AHS deducted funds for May and June. I called AHS and asked if they were going to reimburse me for these months. The Rep. then stated that AHS could not reimburse me, but would give me two free months, July and August 2022.

I have since called AHS a few times, as I have been receiving texts and emails that my account is past due. I am frustrated with calling and receiving the texts and emails.

I live in Bakersfield, CA, normal summer temperature for July & August is 104-F. My AC went out on July 16, 2022. Called AHS, a tech was assigned, determined that the compressor was bad and needs replacing. AHS sent replacement parts from their Tennessee location. The service tech received the remanufactured part and installed in on Aug. 17, 2022. This is now 4 WEEKS since the unit failed.

The installed remanufactured parts installed failed within 1.5 hours, after installation. Thee service tech immediately came back and said the remanufactured parts had catastrophic failure and the complete compressor must be replaced.

Today, Aug 18, 2022, I was told that replacement parts are being shipped AGAIN from AHS Tennessee supply location. AHS stated that the parts and replacement are scheduled for Aug. 23, 2022. This is unacceptable, to keep customers waiting this long when the parts for needed repair are available in Calif.

Service requests [protected] & [protected].

On July 18, 2022 I filed a work order with AHS, the problem was our AC unit stopped working. A technician from MS Services Inc. came to our home and found the electrical circuit in the off position so she turned it back on and the AC worked for about 3 hours until the problem came back. I called the contractor and they sent another technician who found the electrical wiring to the AC unit was starting to melt! so he cut the wires and remove the melting wires and turned the circuit back on and the AC again worked for two hours. The next day and for the third time I called the AC contractor once again and requested a technician, the tech arrived and discovered my AC unit compressor was badly damage and because the unit was so old he would request AHS to replace the unit due to parts not being available for our AC unit du to obsolescence.

After waiting for two weeks for AHS to call me and schedule the AC replacement and not receiving a call from them I decide to call their office. I called on 7/29 and was informed by a customer representative that parts were ordered and I should be receiving a call from the technician to schedule the "repair" so I was confused because the technician had informed me on their their visit that parts were not available and I was going to need a replacement not a repair but I figure parts were found and my AC was going to get repair.

I did not hear back from anyone so on 8/4 I called AHS and was informed by an extremely rude dude that I needed to be patient and wait for parts that were already ordered and would be arriving soon. I have called everyday from 8/4 until 8/16 and was informed parts were on their way but 8/17 I asked to speak to a supervisor, she informed me parts were NOT ordered and I needed to wait because I was not the only customer waiting for parts/ Either AHS or the Contractor is lying to me. On 8/18 I was informed our AC will not be replaced. I continue my wait. Liars

I filed a claim with AHS last month. My thermostat was reading 80-83 degrees while it was set on 75. This was causing my ac to run constantly and the house not to cool. They assigned this to a local company Climateach who 1st came out last month. The first tech that came out was here about 20min. He could not find anything significant but opened the outside drain which was a little backed up. He told me to call him if the problem was still occuring. The following day, i tried to call him and forwarded photos of my ac thermastate reading 75 but my house was 81. He never replied. It took me approximately 10 days to get through to someone in their office. Their phone system goes directly to google. They finally sent out a tech that i was advised it should take about 1 hour for him to check the unit. The tech could not speak any english. I had to call the office so they can let me know what he was saying. 2 hours later they h informed me a valve needed to be replaced. He replaced the valve then told me we had to keep the air off because the repair used all the freon was used up, however he did not have the tool on his truck because another employee took it out of this truck for another job. He said he would be back in one hour. Two hours passed and no response. It took me several phone calls and text finally the office called me around 1pm an told me that tech went to another job and they would send someone else to my house to put in the freon but to keep my air off. The man showed up at 3pm put in the freon and left. Nothing was checked. The following day the same problem existed. It's now been 10 days again and I've been reaching out to AHS. I was told by someone in the Phillipenes that I need to speak to a supervisor to

have the call escalated, but her system was not working and they are not allowed to transfer the call. Several attempts were make to speak to someone in the escalation and the last person I spoke to today, told me that if

I want a different company to come out they would have to charge me another $100. I took out the platinum membership and the way this is being handled is beyond disbelief. We are in our sixties with disabilities an a couple of times i almost pasted out from the heat. I don't know what else to do at this point, but I do know I can not longer talk to AHS because it gets me nowhere and

my blood pressure goes way up! We really need some assistance so it you can help please contact me. Thank you.

I requested service on 7/5, regarding my air conditioner not running. A tech came out determined it was too complicated for him and referred it to another contractor, who scheduled for 7/19. I cancelled the appt. because I was able to restore service on my own. American Home Shield did NOTHING, yet they are attempting to charge a fee of $100.00 dollars for NOTHING. I have called three time and have been assured 3 times that the fee would be removed. I logged on to the AHS site and see the fee is still there! The contractors didn't accomplish anything and it was less then $100 to restore to working service. I'm going to call again regarding the fee. If not removed I will be forced to go to a more reputable home warrenty service. How dare you charge for a review. AHS did NOT provide a service at all.

I have a complaint against All Points Plumbing.

They were called to fix my hot water tank (the pilot will not stay lit) heater problem on 08/01/22 (It will not even spark)...I am thinking its a thermocoupling and/or solenoid issue.

Being that it's a recall, they don't seem to be able to re-schedule a sooner appointment than 08/18/22. That is unacceptable, and I would like American Home Shield to demand that All Points Plumbing, return on monday, 08/15/22...If I continue w/ AHS, please do not send All Points Plumbing again, if I don't cancel my service...thank you..Robert Thornton

I asked for service for my air conditioner 8/6/22. On 8/8/22, my credit card was changed the service fee of $100.00. When I did not hear from the service provider I called back AHS and inquired about the service scheduling. I was told that no service provider was available in my area, the service request will be cancelled, and was assured my credit card will be refunded the service charge. Today, 8/12/22, I called back and found out that no refund process was initiated, and again was assured by the billing department a credit will be issued within 3 to 5 business days. I just want to let you know that charging ones credit card for services that are not available and\or not provided amounts to credit card fraud. This is not the first time I've run into this problem with AHS. It took several communications with BBB and District Attorneys office to resolve the problem. It might behoove you to settle the issue without further delay, if nothing else to protect your reputation.

On the 15th it will be 2 weeks sense my AC went out. 6 adults and a 11 month old baby lives here and I am 85 yrs old. Teck came and said the motor was one he had never seen and would have to be ordered. Renting rooms and eating out wasn't a option so purchased 4 window AC's and sealed off halls. Last monday got a call part was here. Teck came and went on roof. Came down and said he knew it was the wrong item but checked connections to see if it would work. He didn't know why it was sent as AHS was sent the serial number plus pictures of the unit. The person filling the order should have known better. Now we are waiting again and wondering how long it will be. Live in Las Vegas, NV where temps were in the 100's last week and high 90's this week. My electric bill will be out of sight.

Hello,

I’m writing to you because we have been with American home shield for about 12 years now and this is the worst service that we have ever had. It’s been about a month going thru this process, we finally received our dryer last Tuesday 07/25/22, It’s a gas dryer ahs) the 2 contractors they gave us 1 said he didn't have time to install and the other never returned my calls or ahs calls, so we found a company to hook it up, so I called American home shield that day and they sent me a contractor, I called him and he said he never heard from American home shield, so he said let me call them and he would call me back, so a day went by and he didn’t call so I called him and he said I still haven’t heard from them so anyway, I called ahs and they said the contractor said ( tru-Fix Appliance Repair & Services) said they couldn’t do the job, so they assigned another contractor to us and I called him, ahs been calling him ( prime mountain )and their was no return call at all also they say that they emailed him and still no return call, I asked if they could assigned someone else and they said I have to wait 24-48 hours , so I waited and nothing so than they ahs assigned tru-Fix back to me again, I call him and he says I told them I couldn’t do the job, so he said let me call them and I’ll call you back ( didn’t hear from him) so I called ahs and told them, so in between I have spoken with the reps and 1 day of them said you can always find your own and we will reimburse you , so after the 2nd contractor never contact me, I started looking and I found 1, but than the last rep I spoke to said oh no we won’t be responsible if you find your own , so I waited another day, than I called the appliance center and they told me that they would reimburse, so I called the people up and finally they came to the house the next day ( 08/03/22) , so I’m thinking why couldn’t ahs find someone like I did. dryer was installed , we washed a load of cloths and we smelled gas when you open the dryer, so I called the people that installed it and they said to call the manufacturer, by that time the smell you could smell more when you go in the basement, so I called bge up and they came right away. I will attached what they said, I have never been so stressed from ahs, services has been good previously but this time has stressed the hell out of me ! I called ahs and they said they will send a general electric guy ( that’s who the dryer is under) over so that will take 24-48 hours, they have to inspect the dryer themselves, so now we have an appointment for 08/09/22. So I guess it will be another 2-3 weeks now. We could have went and shopped for our own dryer and had it up and running by now ( our basement could have blown up from this dryer) . I have been on the phone everyday since last Tuesday 087/25/22 when the dryer was delivered , we are paying ahs to ease our stress not to make it more stressful. Here is the attachment from BGE, I have had a headache dealing with this, it shouldn’t be like this. I probably left information out but hopefully you will see my point. We shouldn’t have to go thru all this for a replacement and shouldn’t have to take that long to get a dryer hook up. normally when you bring an appliance it normally gets hooked up the same day ,this has really put stress on me, trying to work and making calls when we are paying ahs to ease our stress. We was not offered a voucher which would have been much easier and we would not be going thru all of this and we would be using our dryer. this has been a very very stressful process ! You figure by the time we get this dryer running, we would have spent more money and could have went to purchase our own. and also someone should have explained how this process was gonna work, we had no idea it would just be delivered than someone else had to come install and they don't take the old dryer and the only option we were given was to order 1 on line we did not have the option of getting a voucher/check. thanks.