American Home Shield [AHS]
reviews and complaints

I have contract with AHS. June 2nd my rental unit water heater leaked which requires replacement. The contractor they sent refused to pick up the replacement water heater tank from anywhere, just want to do the install job, hence the job could not be done by them. I requested cash out option for me to find a contractor who is willing to pick up the water heater replacement tank from Home depot and install, they offered me up to $175 for the install labor coverage. I called few times about this amount is way to low to get such water heater installed (average is at least $500 for such job), the escalation department said that amount is set by the AHS board and no one can change it. In addition I paid $100 service fee for AHS plumber to stop by and the only thing they did was to give the cost estimation on replacement without fixing any thing. Normally we can get free cost estimation from plumbers without paying $100 on the market. Please be aware, you will stuck in such situation like mine, no way to engage their contractor neither has sufficient cash out coverage from AHS to install with someone else. I will continue to escalate this case until there is a reasonable resolution. Today is 6/27 and no acceptable solution. My contract number is [protected]. Suggestions are welcome on how to resolve such problem with AHS.

My email is [protected]@yahoo.com Ningjing Gao

I put in a ticket with AHS to get my Maytag refrigerator fixed on May 29, 2002.

It is now June 27, 2022.

The contractor attempted to order the parts, but could not find them. AHS said they would order the parts. I have been attempting to get a clear answer on where the parts are, but no answer.

I called AHS on Thursday, June 23 and was told the parts supervisor was driving and would check on it that evening and was told to call back tomorrow.

I called AHS again on Friday, June 24 and was told the parts supervisor was driving and would check on it that evening and was told to call back tomorrow.

I called AHS again on Saturday, June 25 and was told the parts supervisor was not working that day and no supervisor was available and was told to call back Monday.

I called AHS again on Monday, June 27 and was told the parts supervisor was driving and no supervisor was available.

We have been w/o a refrigerator for 4 weeks with no resolution in sight.

AHS brags that they will fix or replace my broken appliance.

But, all I'm getting is broken promises.

Thank you,

Wayne Matheson

AHS ticket number [protected].

I have had a drain stoppage problem in my second-floor shower, this started [protected]. The plumbing service that was assigned was Tom Melton Services, the technician came out on 6-17 and used an auger to get the stoppage, after using the auger, my pipe was damaged, I called AHS back to explain to them what had happened, Thomas Melton did not respond to the urgent recall until 6-23. The technician that came out found and fixed parts of the pipe that was damaged, but still the stoppage was not fixed. I have asked AHS to assign this ticket to a company that can provide more options to resolve the stoppage problem, I was told that Thomas Melton needs to release the job before they can assign to some one else. Meanwhile I have had 2 floods into my basement, and kitchen due to the damaged pipe leaking water. this problem has been going on 3 weeks now, and AHS does not seem to be doing anything about it, I have called on numerous occasions and I am being told the same thing, "we can not do anything until Thomas Melton release this job and say that they cant perform what is required, Thomas Melton will not release the job! At this time I do not have any functional shower in my house at this time! my next option will be to seek legal respresentation to resolve this matter.

4/27/2021 Service Request #[protected] $100.00 Request for service under home warranty to ice maker, range fan, and garbage disposal. Referred to and serviced by Norrod Appliance, Fresno, California. Several calls from ME to appliance company as to status - claimed they were waiting for parts and wrong parts sent by AHS. Several calls to AHS. Then advised that our service request was cancelled and given to another service company since they couldn't complete the repair. Several calls over the past 8 months to Norrod but message box full and AHS customer service and parts. All referred back to Norrod's for handling. Each time I call, I am told they will reach Norrod Appliance and continue reassigned him even though there has been absolutely no contact or return or repair. I have received no receipts from Norrod Appliance. Called AHS customer service today - who said they reached out to Norrod's an was told the job was COMPLETED the end of 2021. Absolutely NOT. I was told by Norrod's previously that that is when AHS told them a new service company would be sent out because they could not complete.

February 2022 - Above claim was filed with BBB. Claim was resovled by AHS dispatching new contractor to complete work.

Contractor (RAMCO Appliance) and I, after several cancellations by contractor, made arrangements for him to come to service items. He subsequently contacted me and advised that "someone" had cancelled the service call. 3/2/2022 I contacted AHS and they "reinitiated" the dispatch. Contractor came to my residence on or about 3/19/2022 and looked at the items, stating that two items needed parts replaced. No contact since that time despite REPEATED attempts to contact.

Contacted AHS beginning mid-June 2022. Was advised that the contractor cancelled dispatch beginning of March 2022, BEFORE he actually came to residence. I advised that he had actually been there 3/19/2022 which was AFTER date they said he cancelled dispatch.

After an hour on hold and advising initial rep, call was "accelarated" to next team member. After another hour, was told they would have to contact contractor to find out why the dispatch was cancelled. I advised I only wanted the items repaired and after over a year this was absurd. Requested another repair company. Advised there was nothing they could do until they spoke with repair company.

After hearing no response, call back to AHC 6/24/2022. After filling in yet another rep, she attempted to forward call and have it "accelerated" but no one was available. Said call would be sent to contractor relations department as I was requesting a different contractor be dispatched due to this one NOT returning anyone's calls. Said there was nothing else they could do.

I have since cancelled my contract with AHS. After 30 plus years being a customer I am beyond dissatisfied.

I want a call from them today at [protected] to cancel this plan or i am seeking legal action tomorrow morning

In the year approximately 2020 ahs ordered a lenix air condition for my resident myself and the heat and air company that installed the unit has complained for almost 3 years that this unit was a bad unit it has continued to freeze up and leak water down the walls and ceiling of my house and has caused major damage to my residents. Ahs told me it was my responsibility it was under warranty. Larry the heat and air guy have talked to lenix several times and done everthing the asked but the uynit still dosent work. My family is going through the 3rd summer with a hot house and mold has started from the water damage and paint peeling from walls and ceiling. Someone need to contact me that can make decisions on this matter. I have spoken to people on the phone but they cannot and have not helped me on this matter this isnt on me I didnt purchase this unit ahs did and this is my last plea. I am a disable veteran and 27 year lawenforcement officer. If I dont get any actions im fixing to file a civil law suit in lauderdale county in mississippi.

AHS sent out a company to fix my A/C on 6/18/2022 the repair man stated it could not be repaired and had to be replaced. I have been attempting to contact the A/C company and they either do not respond or give conflicting information. AHS insists they can not do anything until they get a report from the contractor. They did not get a report a week after the technician came to the house, they still will not do anything to repair the A/C.

AHS finally said they will send it to their Contract Review Department. If they can not get in touch with the A/C company they will assign it to a new company.

They refuse to assign a new company or make sure the original assigned company completes the repairs.

At this point the weather is in the upper 90s and there is no working A/C for 10 days.

I have made several claims for repair/replacement. The first and third ones were for my water heater, which went smoothly and I paid minimal out of pocket expenses.

The second one was my furnace. The company they sent out seemed fine at first, replaced the furnace and charged me $700+ out of pocket. Then the furnace stopped working twice! I contacted the company that put it in since they should fix the dang thing. I was told by that company that the furnace was defective and I would have to contact AHS. I was then sent a bill from the heating company for another $500+. When I contact AHS regarding the issue, they told me they could not help me and that the $1300 I've had to pay out of pocket was for things they didn't cover. The furnace is still defective and has not been taken care of.

Then, my AC took a crap on May 31st. I filed a claim and a local company came out and looked at it and said it needed to be replaced. Fast forward 3 weeks and I finally heard back from that company that they can replace the unit on July 1st, and that I would have $1,375 that I would need to pay on July 1st out of my own pocket. When I called AHS I got someone who spoke broken english and kept reciting the same thing from the contract over and over again about how they don't cover it. So I asked them why I am paying them monthly in addition to the $125 service fee for them to do nothing. I asked to speak with a supervisor and she told me that was not possible and I would have to wait at least 24-48 hours to get a phone call from a supervisor but that they would just tell me the same thing she's telling me.

I'm beyond frustrated and I want the $1300 and $1375 covered for the furnace and ac costs that I have incurred that I never even expected I'd have to pay. I got a warranty for a reason and now they won't even cover stuff.

American Home Shield complaint.

On May 13 we returned from vacation to find our tankless hot water heater was not working. Code error 38 came up. We called the manufacturer (Navien) who told us the code suggested the flow restrictor may need to be replaced. They suggested we unplug the heater for about 10 minutes to do a hard reset, as a temporary fix.

We called AHS immediately and told them the situation AND it involves a tankless water system. The first two plumbers they dispatched do not work on tankless systems Days have gone by and the system kept coding off and we would reset.

The third plumber dispatched was somewhat familar and his suggestion was to have the system flushed. It was last flushed 18 months prior. He told us he does not do flushes. We called a reputable plumber to come do the flush.

We had taken photos of the code and showed it to him. He called the manufacturer who walked him through some diagnostics to confirm. AHS plumber should have called! A flow restrictor needed to be replaced and it could take up to a week to get it. Part was ordered.

About 3 hours after he left, the buffer tank ruptured and a significant amount of water was leaking. We put a five gallon bucket under the system to catch the water and unplugged the system. We now had an emergency situation and called the plumber who had just come out. It is now 8 PM, but he came back anyway. He told us the buffer tank had ruptured and also found the heat exchanger had one or more slow leaks that had caused rusting of some components. He showed us what he had found and documented the water leaks and water damage with photos. Water now off and no hot water. We are elderly and my wife has a broken leg.

He told us it was not cost effective to repair and replacement was recommended. Normally this plumbing company does not work on weekends, but since we were in an emergency situation, he said he would come out first thing in the morning to replace it.

We called AHS and spoke to their escalation department and requested they come out immediately to verify. They could not do so. I begged them to speak to our tech who was standing right there. She refused to speak with him. I offered to send her the photos, she refused to accept them.

She finally dispatched their guy who came out after the new tank was installed. We preserved the old tank and all the photos. He briefly inspected the tank and I showed him the photos and relayed what had happened. He said he could not send them photos, though he did take a photo with his phone, of the invoice and one picture.

I asked him what he was going to tell AHS. It was awkward for him and he said he cannot make recommendations to them, only report what he found. He explained we are dealing with overseas call center people and algorithms guide them and tell them what to do.

I asked if this was his system with these issues, would he repair or replace. He said he would replace, but the decision ultimately rests with AHS. He said he would call them and some should be calling us back.

After no return call, we called again and asked to speak to the escalation department. At first you are told by the front line representatives that they can’t get you there, but if you press hard enough, magically, they can.

They also can’t or won’t give out contact information for upper management. Finally, I was able to get a phone # for “headquarters” who supposedly has someone to assist with situations. I have not called that number yet, as I have promised that the last escalation person I spoke with would call me back in 24 hours.

The claim is unresolved at this time.

Does anyone know of any ongoing class action suit that we might join or have other contacts and phone #’s for getting help?

I first contacted AHS in May2022 with a request for an A.C. repair. My unit is giving me problems. The service man came out, went into the attic. Said, he checked the unit. Gave me the receipt and left. After he left the same problem occurred. I was informed "I needed a plumber to snake the main drain". The plumber AHS sent, arrived. We talked for two minutes, he left. He stated " the A.C. people need to clear the exhaust vent for the unit. It's not a job for the plumber. I contacted AHS... And another week has gone by. My A.C. is not working, the temps are 100+ outside. I'm left without help, repairs, a.c. or hope in the AHS System. A supervisor was supposed to contact me... NOT A WORD.

Called AHS to replace my water heater which was supposedly covered on my warranty. I was told it was not covered even though it states it on my contract. The company came out and replaced it on May 24, 2022. Today is June 18, 2022 and the water heater is out. We have no hot water and no gas is going through the line. I tried to call the company that installed it on their 24 hour hot line but they don't answer. you get voicemail. I called AHS which charged me another fee to send another company to come out. This should still be under warranty and yet i'm paying for another company to come out.

I purchased AHS a couple years ago, but during May 2021 I was having AC problems. They came and filled the freon. It worked for a couple weeks but then started having problems again. After them coming out 4 different times, they eventually decided the AC unit needed a new coil. They replaced it in September. After going all summer without AC I canceled AHS.

When I went to replace the air filter 3 months later I noticed that after replacing the coil they never replaced the filter. Last week (June 2022) we noticed the AC quit working again. So I called an independent HAC company who noticed the coil was dirty because of the period of time we went without a filter. So they proceeded to remove the coil and clean it out. Upon inspection they said the coil was the wrong coil. Evidently my system was too old for them to get the right coil, so they just replaced it with something they thought would work; but it's too small.

So the AHS warranty of "If we can't fix it, we'll replace it", doesn't apply to AC units.

Team,

I placed a service request on 6.14.22. On 6.15.22 at 8am, I called

To inquire about the status and was told they didn’t have an update on a service provider.

I asked to escalate this request as I have two small children in the home and the heat index is 108 in my state. I was told that I should wait a few hours for a

Service provider to be dispatched. I waited and never received an update. It is now 11:52am and I have heard anything from your xomoaby: this is horrible. I Am

On the line again with your agent and they are telling me to wait 4 more hours for dispatch? This is horrible. If you all can’t help me then give me My monthly payment back! I Paying for a

Premium service and it has been well over 24 hours. I would like to speak with someone to escalate the issue ASAP. I have two contracts with you and this is horrible customer service. In total I have been on hold with horn agents for over two hours today with no resolve. This is ridiculous and very poor customer service. If you can’t help me, you should say that and give me my monthly payment back

And suggest I go

With another company.

On Sept 29, 2020 I purchased three home warranty policies through AHS. One for my primary residence and two for rental properties. My rate was to be $31.99 per month for one year (ending on 10/28/2021) and they were instructed to deduct this amount from my checking account. In June 2021 I filed a claim for one of the rental properties for a faulty AC Unit. It would not turn on. Had a contractor go out per AHS and they did not fix the problem. They never checked the actual unit and so I called AHS (I paid my $100 deductible) and requested a different contractor. They said they could not do that. The initial contractor was supposed to go back and do the work, but that contractor never returned our calls and AHS did nothing to help me with this problem. I was not even going to get my $100 back for service I never received. My tenants ended up hiring someone else to come fix it and it was something entirely different than what the AHS Contractor had mentioned. I called to voice my complaints with AHS, but I got nowhere. I decided I was not going to renew these policies after 10/28/2021. What is the point when you receive no service? I found out later in May 2022 that AHS had auto renewed my policy without sending me any notice regarding this. They were continuing to charge me a new premium amount for all three properties in the amount of $42.99/month. No renewal email was ever sent to me by AHS. One of the accounts they tried to continually charge my AMEX that I had used back in June 2021 to pay my deductible for the service I never received. That card was no longer active and so they cancelled this existing account (again, I did not know they were all 3 still active) and sent the amount owed to a collection agency! I called AHS on multiple days. Each day I was given the run around, transferred to multiple people, having to explain my situation over and over again. Each phone call lasted well over 1 hour to 1.5 hours and I was getting no where. I asked to speak with a supervisor, and they had to call me back in 24-48 hours. They tried to call, but I had no way to answer the calls as I work at a school and cannot answer during the day. I called back the same day they left me two messages but had to go through customer service again (2 times!) explaining everything again and again and again getting nowhere. Finally yesterday I got a hold of someone in Retention by the name of Xander and he along with Marcus Osbey (supervisor) confirmed that I was owed the 8 months of $42.99 on each account due to them renewing my policy without proper 60 days notice. Marcus Osbey said it was due to a company wide outage during that time and that it was not my fault. Unfortunately I received two emails that I would be credited $42.99 for each account, so only for 1 month each. It should be for 8 months each. I am owed $343.92 x 2 = $687.84

I am hoping someone can help me with this because again, I am now again having to argue this situation all over again. Each email I received I cannot email back. I got no number or email to respond to. Please can someone help resolve this situation?

American home shield sold me a home warranty and never sent details of the coverage. They told me Mt AC and Refrigerator to completely covered. I called for AC issue and found out they only covered $10 per pound of refrigerant when the repair company said it actually cost $80 per pound and that I have to pay $480 out of pocket, For the refrigerator to said they will replace it if they can't fix it. Guess what after replacing the electronic control board 2 times they refused to replace of fix it again, they told me the refrigerator is no longer covered. I had 7 properties in warranty with them. I called and cancelled all today, Anyone interested in a class action against this company should reach out. They are very deceptive. They hung up on me 3 times when I told them I wanted to cancel. They actually charged me $30 per contract that I cancelled. I am very happy to pay them off. to go and deal with other reputable companies.