American Home Shield [AHS]
reviews and complaints

We have been working with Home Shield for repairs on our water heater for 2 weeks. Hills, the name of the company, came back and installed a replacement water heater. We paid out of pocket to have tankless water installed. The technician stated he had done several of these installations, so we trusted him. Since the installation was completed, we have had no hot water. We called the company Noritz, the maker of the water heater, and they advised us the configuration was not done properly. We called Hills and received no response. We left several voice messages for 3 days without a response. We proceeded to call American Home Shield for assistance. This has been a nightmare. American Home Shield support has repeatedly stated the same thing when asked to have our case transferred to another company. They state that we have to give them a chance to fix the issue. Today a specialist from the company stated they would be at our home between the hours of 9-11 AM. It's currently 2:00 PM, and no one has called or shown up. A call to Home Shield came with the same message we have to give them a chance to fix the issue. This message has been repeated for 2 weeks.

I put in a service request March 29. A plumbing vendor was sent out April 5 and didn't have any parts he needed to replace the sump pump and leaky faucets. I tracked him down to reschedule. Three times he has scheduled and not shown up. It has been impossible to get the AHS representatives (all in the Philippines) to make any progress. It is literally crazy that no one is helping me with my problem. Of course, they had no problem charging me the $100 fee right away which has already been paid with so much time going by. I have spent hours on the phone with all these representatives that help. How hard is it to give me another vendor, really?

I placed an repair request on 05/18/22 with AHS and was dispatched to a local company. I personally always follow-up with the company first thing in the morning to be sure that it is received. It was stated by company A that they could not even make it to my home until the end of next week. Mind you living in Florida and the heat index has already reached close to 100 degrees. I contacted AHS and shared that this timeframe was unacceptable as I have an individual in my home that has a medical condition that could result in hospitalization if exposed to heat for a prolonged period of time. They contact Company B. I am told they will be there same day for repair. I contact Company B and am told they were will be to my house sometime throughout the day. Company B arrives, diagnosis and leaves. He shared that he needs to order parts and will not be able to return to my home until 05/30-06/02. The technician also told me that AHS clients do not take precedence over others and are the last to receive repairs as they are subcontractors. I contacted AHS and requested to speak with manager. Noone is available. I made this request multiple times and again noone is available. We asked if we could find another company that could come and actually make the repair in a quick time frame. The CS Rep kept saying she needed to see the documentation with diagnostics for the unit before they could use the information to contact a company that I found that could make the repairs, same day. The CS rep said she hadn't received the paperwork despite the technician from company B submitting it and communicating in real time when he did so. After a lengthy wait on the phone she finds it and then explains that they/we cannot use any other company as they approved this work order while I was on the phone with her. They locked us into the current company despite me making my requests known and sharing the dangers faced by my loved one. I asked about reimbursement for a hotel and they declined. We pay good money for coverage that should not entail 2 week wait in temperatures that continue to climb. They engage in deceptive practices. We are now stuck waiting for a ridiculous length of time placing my family member at risk, they took my money and have no repair unless I want to wait almost 2 weeks. I have never dealt with such poor customer experience as I did yesterday. I will be cancelling my contract as soon as my repair is completed in 2 weeks or more. I have had AHS since 2015 and will most definitely looking elsewhere.

Hello,

I filed a claim to AHS because my central air unit was not cooling properly. The tech came out 3 days later and i was told that my unit is 2 lbs low on R22 freon. I paid $280.00 for the freon loss. The tech was extremely busy so that is the reason for them taking 3 days to finally come to assess my problem.

AC units are closed loop systems. The unit is a sealed whereas freon never has to be added nor changed unless there is a leak in the system.

By adding freon to my unit does not remedy my problem. The leak was never address. This is the second time freon was added to my AC unit and no technician has the courtesy to mention there is a leak and this is the reason for the loss of freon.

According to AHS policy a covered product will be repaired or replaced in the event it could not be repaired..

I do not nor accept a company running away from their obligation in which that they advertise.

I am a responsible individual and i would not expect anything less from a professional business.

In June of 2021, one of my water heaters started leaking. (Request# [protected]) AHS sent a plumber to access the problem. The plumber determined that the water heater was beyond repair and notified AHS. AHS offered us replacement up to a certain dollar amount, or they could send a payout and we could have the work done ourselves. I opted for the payout of over $600. I was told they would send the check in a few weeks. I never received a check. I called back many times. I wasted a LOT of hours just sitting on hold, would get transferred to the wrong department, suddenly get hung up on. Every now and then I would get someone that would try to help, spend time looking into the issue, and then promise that the check would be sent out THIS time, only to still not receive the payout. I tried online chats with customer service. I was told that they submitted a form to their Accounting team to provide an update on the check, and that it should take 5-7 days. Again, I heard nothing. Another chat I was given a direct number, only to have the representative tell me I had the wrong department. AHS has a history of doing this. They have numerous unresolved complaints on several consumer sites. They drag things out in the hopes that the customer grows tired and gives up. They have only gotten worse since the pandemic started.

I have been with AHS for 6 years now and never had an issue but i have to say since the pandemic started they are really lacking in their service, my water heater has been leaking for the past 2 weeks and yes they did send tech's out to check it for getting them to fix it is the problem, seems like every time I call they tell me something different, one even threatten to hang up on me.

On 4/24/22 I reported a broken refrigerator, which had actually been malfunctioning for several days. It is now 5/16/22 and I have been on the phone with them for one week. The part that needs to be used to fix our refrigerator is back ordered until 8/15/22. They are trying to convince be to take money for the part and see if I can purchase it myself and then find another technician to replace it. This is not the service that I pay for. What makes them think that I can find the part if they are unable to. I should also no have to pay for the repair of a covered appliance. I live in 100 degree heat in southern Texas and have two very small kids who need cold milk, among other food. I have already paid for an entire year of AHS service and they are trying to tell me that it's normal to have a broken refrigerator for four of those months. If they cannot provide the service, what am I paying for?

On Monday, May 14, 2022 a HVAC Tech from United Air Temp came out to our home to repair our air conditioner that is leaking a considerable amount of water. The tech informed us that the pan needs to be replaced and his company do not replace pans. He sealed the pan areas that had apparent holes, and suggested we purchase sensor to shut off system we paid $273 for a sensor that do not work. We want a full refund. We turned on the A/C and the system continues to leak and the sensor did not turn off the system as the tech indicated. It is a week later and we are requesting that a tech return to our home to repair our conditioner. The representative at the 800 number indicated that a report on the issue has not been received. This is an administrative issue and not our issue, and we should not be impacted because the tech has not submitted the report from a ticket a week ago. We need our air conditioner repaired.

On April 24, I scheduled an appointment with American Home Shield. Find below the confirmation email I received.

American Home Shield has scheduled a repair service for your Kenmore Washer with A&E. We’ll take it from here!

Service date

Apr 27

Technician arrival window*

8:00 AM to 5:00 PM

Brand & Product

Kenmore Washer

This is your personal service order page for the life of this order.

Your service portal

What to expect next

Day before your appointment

We’ll call, email, or text to remind you of your appointment.

When your technician’s on the way

We’ll call, email, or text to let you know they’re on the way..

Information of 2nd Technician

Service Request #:

[protected]

Service Professional:

DEWITT'S APPLIANCE REPAIR, LLC

[protected]

Service Request Date:

04/27/2022

Service Item:

On April 27, my card was debit for $100.00 for the service charge but also on April 27, they called and said it would be the 19th of May before the technician could fix my washer. American Home Shield policy says they will come out within in 24-48 hours, that is totally not true.

After speaking to American Home Shield service department on April 27, they finally found another company to come out and repair the washer. The company called and spoked to my husband and he explained the issue with the washer and the company said he would order the parts and come out when the parts is shipped to my address. Once the parts arrived on May 2, The company was contacted and they was not sure when they could come out and repair the washer because the company was short handed. I contacted American Home Shield on May 3 and May 6 complaining on how they do not stand behind their word and how I have been inconvenieced on having to go to the laundry mat and and spending extra money. Plus American Home Shield debit from my account the $66.99 monthly fee.

The company does not care about their customers , I have paid over 1400.00 to American Home Shield since December 2020. They will not let me speak to a supervisor or manager, which I have requested throughout the conversation. And as a of today I still have not heard from the technician or American Home Shield.

A service request: [protected] was placed on 4 Mar 2022 for my refrigerator to be repaired. 2 parts were ordered and only one part came in. The other part is delayed 10-11 weeks and the only option American Home Shield can provide me is a buyout of $357.49. The going rate for a new refrigerator comparable to the one I own is $1,979.00. Being without a properly cooling refrigerator has been a nightmare and now AHS wants me to wait an additional 2-3 months for repair instead of just replacing the refrigerator. When I call the customer service line the representatives state they cannot transfer me to a supervisor and when I ask for a call back from a supervisor I don't receive a call back. This is poor customer service in my opinion.

Contract # [protected] / 2107 April Sound / [protected]@outlook.com / Ana Saleh

My dishwasher has been having issues since December 2021.

i called in American Home Shield to have someone come take a look at the dishwasher and fix it.

They sent a technician on 12/17 and according to him the issue was fixed. Request #[protected]. We went overseas due to a family emergency and we did not return until late February.

We started using the dishwasher and it broke again on 3/24 - when I called for repair AGAIN. The tech came out and said they had to order the part and so forth. They completed the request APRIL 5th. We then started to use the dishwasher and last week it started to not wash the dishes or work. I called in today, May 11th to American home shield as this has barely been 30 days and iw as advised by Daniel Gonzales that " he was so sorry" but since it had completed 30 days I had to pay again the $75 to get it fixed. This is the THIRD time to request service on the same appliance. It barely worked for 30 days and at this point it would be half of the cost of a new dishwasher just in service calls. The rep was very rude and just kept saying" I understand your frustration but you need to pay". No, he does not understand my frustration and I should not have to pay again when something is not fixed properly.

I have had 2 specific issues with plumbing that AHS did not address timely. As a result I was severely effected and inconvenienced. I have tried to call them (Corporate headquarters) 5 times - no one returns my call. I have a letter I want to send them and every address listed on the web-site is wrong. I have called their 800 lines and no one will escalate to a person who can help. The operates who answer those calls only go by a script and are not helpful. All I want is for them to hear my complaints and get better contractors in our area so we don't have more damage because they can not find someone to come out. Especially for plumbing issues. One involved my kitchen sink that was leaking. I had company coming and no working sink. As a result I could not cook for over a week. It took over 3 weeks to get someone out after complaining daily.

I placed a service request with AHS for a washer machine issue. The washing machine is stopping at 57 minutes, 27 minutes and 13 minutes, each time I have to hit the start/lock button. I have a had tech out at least 7 times, either for diagnosis or repair attempts to no avail. They continue to send the same inept company out.

The latest is that I will be receiving a call from a member of their escalation time.

I’ve been a customer of AHS since 2017 and I have NEVER been so disappointed and disgusted by how AHS has handled the post activity of my last service request (Request #: [protected]) that was submitted on 4/13. I have YET to receive the document(s) that indicate that JFCS was successful in repairing/resolving the leaking tub due to toilet being clogged. I have contacted AHS on a daily basis since 4/18 requesting this document and I have YET to received ANYTHING. I have been placed on hold, told that I would receive a callback and my request be escalated to a higher level in an effort to resolve this issue. I am needing this document to submit to my insurance company (State Farm) so that I can have all the water damages repaired and it is an estimated cost of 10k. State Farm cannot proceed with completing with processing my claim until they receive this document I have requested from AHS in regards to the service rendered by JFCS. If AHS cannot produce/provide me with some sort of documentation needed to submit to my insurance company by today (claim is time sensitive and May lapse)… I will have to take further actions with filing a complaint Better Business Bureaus (BBB) or a lawyer. At this point AHS is hindering me in getting the repairs done in my home. The service rendered by AHS process is RIDICULOUS and I will definitely make sure to share my experiences with social media.

April 2022

We submitted a service order for duct work issue. One of our rooms had very little air flow, due to a duct work issue. AHS states they cover all items, appliances, electrical, plumbing, etc., etc., however the end result is they do not. We paid a service fee of $100 for a 10 minute consultation and ultimate denial of fixing anything related to the duct work. AHS stated it was "too old to fix". AHS did not offer replacement cost, nor any actual cash value of the items in question. We were provided an estimate of $5000 to fix the issue

Upon canceling the contract, they charge you 1-month extra for no additional coverage and then claim it is "in the fine print".

Name: Vilencia Rattigan

AHS#: #[protected]

Service Ticket#[protected].

Appliance: Kenmore, Model# 795.51833.411

Assigned Contractor: APPLIANCE KEEP UP, LL

On 3/22/22 I submitted a service ticket to fix my refrigerator (frig) because the freezer was not keeping foods frozen or not making ice AND cooler not keeping foods cold. My account was charged $100 deductible and a contract was sent in approx. 2days. We attempted to keep food in coolers with ice but after 2 days for our safety we had to discard over $200 in food. As of date of report, for meal we must purchase food daily, pushing food/grocery budget to over $200 per week instead of $200 per month.

The contractor has visited 3 times. the first AND last without tools. The second time was to install parts (which took approximately 2 weeks to arrive) but that did not resolve the issue.

Each time I call for assistance the reps advise me I need to wait an additional two days for the contractor to be contacted before the next step (i.e., a new contractor assigned) can be taken. When I call back in two days, I'm advised there's no record of the previous call AND I'll need to wait two additional days.

My most recent call to AHS on 4/28/22 at approximately 9:17am ET, I spoke with a rep that was rude AND unhelpful. The unhelpful part was only usual but in addition to repeating the "script" about me needing to wait an additional 2 days for the contractor to be contacted, she began yelling AND kept placing me on extended holds. When I requested her name, she said and spelled it quickly. When I requested her to repeat and spell her name slowly, she placed me on hold. When she returned to the line AND I again requested that she spell her name slowly, she placed me back on hold then disconnect the call.

On Sunday, April 3, 2022, I return home to find a water leak in my home. My wife contacted American Home Shield via their website to schedule a repair. By Monday midmorning, I contacted American Home Shield by phone to request and update on the repair as I still had an ongoing water leak.

The agent said the request had not been processed due to a lack of American Home Shield [AHS] contractors in the area. I requested a repair be set up asap. The agent promised I’d get a call shortly to set up a repair Late Monday afternoon, I called again about a repair. I was told no viable AHS technicians were in the area.

The agent then gave me verbal permission to obtain a technician to repair the leak & I would be reimbursed, per the agent on the phone, for the expense of the repair. I was told by the agent that [I] was supposed to submit and estimate of the work and given an email address and authorization code to submit the estimate for the repair.

I was given the code 109425888JC as confirmation to begin the process.

I was unable to obtain a service call by a plumber at that late hour, On the morning, Tuesday, April 6 2022, I was able to get a plumber out to give me a bid on the repair. I called AHS and the agent said I was good to go, was authorized the repair, to have the repair done and then submit the invoice.

On April 6, 2022, I sent in the invoice to be reimbursed.

On April 7, 2022, I received an email saying to invoice was disallowed, because “I didn’t follow procedure as outlined by the email” which I didn’t receive until after the repair was done and after the agent verbally authorized repair.

From that time one, I have made dozens of calls, of which I was given unrealized promised of payment and then finally old that the reimbursement would be disallowed as “procedure was not followed”.

AHS has also charged us $100 as a technician charge – which since they did not have a contracted technician in my area and I had to find one myself. This also was another prevarication.

AHS has committed consumer fraud in this activity.

I would like relief as to the $400 reimbursement and the $100 charge for a non-existent technician.

AHS charges an annual fee of $1500 and advertises that they will cover these types of home repair claims.

I would like relief and restitution on the annual fee as well since AHS has failed any good faith effort to honor their contractual obligations.

AHS is engaging in fraudulent activity and deceiving Texas consumers.

AHS should be prohibited from doing business in the state of Texas.

John L. Havens PE

254.424.4655

My refrigerator went out in February and they have not replaced it. It has been deemed unrepairable

Created on: ********** fridge problems. ticket reference * ******** ** I was told this was escalated over *x and never received a call from anyone. repeated calls with no resolution or callbacks EVER **Due to the Huge delay and no response from the vendor you assigned. the tenant had to purchase a mini-fridge due to needing to refrigerate medical supplies. **we repeatedly could not get ahold of the vendor, they repeatedly would just send text messages changing their appointments. They would not answer any of the multiple voicemails we left they showed up unanounced **days later with * other people at *pm at night and within a few hours, the fridge failed. **we could not get ahold of the vendor and called AHS they could not get ahold of the vendor. We sent a tech to diagnose- the parts they installed were not done correctly we have photos. **we called AHS at every turn - recorded lines show all of the documentation that not even AHS could gain contact with the vendor. **we have all Documentation, Texts and notes, **we had to approve repairs to the fridge due to the abhorrent failure of the vendor and AHS. Please review all VOICE RECORDINGS this is unacceptable.

My furnace stopped working April 2nd, 2022. I put in a work order with AHS for the furnace on April 4th 2022. AHS dispatched a company to my house that same day. The company arrived, did their evaluation, and said they had to order a part to fix the furnace. They ordered the part on April 5th, came back to install the part April 13th then told me they still couldn’t fix the furnace because they had to order additional parts. I have not heard back from the company and today is April 25th. This company has a bad reputation of coming to fix an item, saying they can’t fix it because they have to order parts to complete the job. After waiting for them to return with the new part and install it, they then say that part didn’t fix the issue and that they have to order additional parts but they never showing up again nor do they order parts. I've called the company multiple times for an update but haven't reached anyone nor have I gotten a returned call after leaving messages. I’ve called AHS multiple times as well to follow up and they keep giving me the run around and telling me they sent the company emails and left messages multiple times, but the company has not responded to them. The multiple AHS reps say they will call me back in a few hours with an update and they never do. I was also told by someone from the escalation department that someone from the contractor relation department would call me back in 24-48hrs, they never did. We are approaching day 8 and they still haven't contacted me. Today (4/25/22/) I've called AHS many and still no reprieve. An agent from escalations said she promise that she'll call me be back NLT 1pm EST 4/20/22 with a solution and I haven't her from her either. I have a disabled veteran and an elderly person living in the house with health issues that are being complicated by living in extremely cold temperatures. I’ve called AHS back at 1:50pm on 4/21/22 because no one called me back; I got the run around again by another rep. I asked to speak with a manager or supervisor, and he said he couldn’t just connect me with them, but he could put in a request or them to call me in 24hrs. My family is continuously getting sick, and no one is trying to get my furnaced fixed.