American Home Shield [AHS]
Reviews and Complaints

Like many here, have been a loyal customer for many years, and usually every device has been fixed, and fairly quickly.

Not this time. On the 24th of October, noticed our heat wasn't coming on. Could hear the "click" when you turned the thermostat up. Went up to attic, heard sounds like the gas furnace was coming on, but , no heat. Fan still works.

Even called company AHS chose , as it was 60+ miles away, and wanted to know if they were coming this far, and if not, to tell AHS so someone closer could make the repairs. they never called back. Called AHS Weds the 26th. They acted like it hadn't been 24 hours, (it had been 33 at that point) and claimed they talked to the repair company and they would contact me. They haven't all week. Meanwhile, by 92 y.o. Dad is having health issues, an infection over his pacemaker and it will have to come put next Tues! AND it's going to get much cooler here in Georgia next tuesday. I HAVE to have the furnace fixed by then! Can't have him coming home to recover in a freezing cold house !

I have tried five times to cancel this account. I had words with one of your service people on escalations. I have been with you for 11 years in the last year. Service has been atrocious. All I want is out of my contract. I don’t owe you any money you keep trying to collect. I’m sick of this. What do I have to do to make you go away? I have sent emails that doesn’t seem to work.

Connie Eitel, 22114 N 79th Dr, Peoria, AZ 85383

I'm complaining cause months ago I noticed a charge on my bank statement from american home shield for $99. I had only inquired about the services they off and never once agreed to join or use their services. So I called and asked for the money to be refunded and since have only got the run around. I have called several times and still nothing at all is resolved. Here we are rolling on almost a year later and still cannot get an answer as to why or how I don't have my money back. Its coming up on the time for me to consider taking legal action.

On September 19 2023 Sears came out to evaluate my washing machine and diagnosed it with needing new parts. I received 3 of the 4 parts. I have been waiting for over 27 days (excluding weekends) for 1 of the parts to come in, which hasn't even been ordered. I was told by AHS that I would receive it in 24/72 hours for 3 weeks straight. I never received it. Since then, I have called every day to request that my case be looked into and every time I get back pedaled and they call the service vendor to find out about the part that apparently isn't going to come. I have requested that the case be escalated to the authorization team so that either the part can be found or a replacement can be made. The report from the vendor was then sent to AHS (or so I was told on Thursday 10/19/2023 and I still do not have a decision from the authorization team as of 10/25/2023 despite my daily calls. I continously am back pedaled to the vendor to find out if they ordered the part, rather than find out what the authorization team has decided.

We have been American Home Shield customers for over 20 years. This is the first time we have ever had to File a complaint. On May 30th, 2023 we filed a claim for exterior AC unit. AHS dispatched AR Tec AC repair out of Austin for diagnosis. After weeks go by, AR tec had to send another guy for further diagnosis. AHS sent their reply to AR Tec, Artech contacted us, offered to either have just the compressor replaced at a cost or they can replace the whole exterior unit. We chose to go with a new unit. AR Tec required us to pay right then over the phone 4400. so, they could order it. Time went by and went by. AR tec finally comes out to install the new unit yet to find out they need another part so the inside unit will be compatible to the exterior unit. Time goes by, in the meantime, my husband Larry and I keep contacting AR Tec and AHS to find out what's going on. Yet again, to find out by AHS that AR Tec should have never offered a new unit. AHS in the meantime are trying to contact AR Tec to come out and complete the job. Time goes by and its now September and our exterior unit is still not connected and functioning. AR tec came out and " tried" to get the inside unit functioning with the new exterior unit but yet again, comes back to say they are unable to complete the job because we will require a whole new inside unit in order for the units to be compatible. As of today Oct. 24th, of 2023 this work order is still open Due to AHS stating. " It's still under review".

On October 2th, 2023 I had a service request with AHS for a repairman to fix my swamp-vac AC unit. The emergency drain pan had filled with water condensation and overflowed, soaking the drop down ceiling panel and clogging the PVC drain line. The above ceiling unit was leaking and ruined the soaked panel. So I turned off the AC, drained the pan myself and waited for repair.

I've had AHS as my home warranty company for 18 years and service done on the AC and heating units done several times for regular maintenance.

A company named Summer Breeze came to my condo unit on 10//4/23. After an inspection they determined that drain line was clogged and air blasted the pipe. They returned several days later to replace the corner PVC piping. and considered the job finished with a recommendation to replace the drain pan independently from AHS who determined that it was not covered. . They provided an invoice for $750 to complete the task.

According to my contract with AHS, the whole AC unit was covered and I called again demanding completion for the leaking AC unit and rusted drain pan. Again the AHS said that the pan rust excluded replacement. I insisted that in all the years of warranty maintenace no repairman had recommended replavcement, and that the contract specifically covered all repairwork.

FIVE times now I've asked to speak to a Resolution Manager, and FIVE times I was promised that one would call me. Considering the bad reputation that AHS has regarding fullfillment of contractural promises, I'm insistent that someone from AHS call me and make this repair.

MY debit card was on file with you and since my wallet was lost and someone tried to use one of my cards, all my cards were changed. This happened around Oct 10. Meanwhile I suffered a pulmonary embolism and was in the hospital and didn't have access to my computer to update my debit card information on your website. Could you please waive the late fee and charge me the $49.00 as advertised on your gold plan? I already updated my payment information on your site. Thank you. mike Krecklau

10/3/23
Tech came and saw the broken handle.
He said it is old and they break all the time & he had the same call on that morning.
Before he left I ask if he saw any sign of miss use or abuse, he answered NO it's just old.
Now AHS claims he said I pushed too hard, which I did not do.
AHS refuses to provide me any paperwork or proof.
The vendor say they can't because it is AHS's report.
I've been a customer for over 20 years and this is outrageous.
Jack Sheppard
[protected]

The AHS contractor determined that my furnace needed to be replaced. I got an estimate of the cost to replace it at $5000 total for everything. AHS told me that I would have to pay their contractor $1900 out of pocket for non covered cost. I asked them to just provided me the maxi reimbursement of $5000 and I have it replaced. This would be cheaper for everyone. I noticed when I got my water heater replaced that what I paid out of pocket would have covered an entire installation including the water heater. It appears AHS is complicit in contractors ripping off clients or they outright condone it as an incentive to the contractors. If I do not get resolution I will be looking to start a class action lawsuit. Sure lawyers will line up to take it.

On the 9th of October we called and said our washing machine was making a very loud noise when spinning. We also called about a leak in the waterline from the refrigerator which goes up into the attic, we had water dripping from it onto the ceiling in the living room. We were told an appliance person would fix them both. The appliance man came for the washing machine and said they do not work on the water line to the refrigerator and that we needed a plumber.

He looked at our washer and said it needed new bearings and that he would order the parts. Then we had a plumber come out for the leaking waterline, he told us he did not do that, and we needed an appliance man. In all we had 2 plumbers and 2 appliance men come out and they each said they do not do it. Now today we find out that the washing machine company said they would not fix the washing machine as it has been overloaded. This is ridiculous as there is only my husband and myself use it and we are both older and retired. I have been doing washing for years and know not to overload. So, what are you going to do about this? We have been with you for years and paid you a lot of money. We can never talk to an American and we don't understand them, and they do not understand what we are saying. So please get these two things fixed or we will have to change to another company. I need my washer and we need to be able to get water from the refrigerator. Please see to these two matters as we have been waiting too long for someone to resolve this. Thank you.

Cancelled my policy with AHS after 5 years. Their service was terrible, they are rude when talking to you and they raise the rates every year without informing you. I told them I didn't want their service and wanted to stop my insurance. They became angry and demanded payment for the next month and a penalty on top of that. They charged that to my Citi card and I called Citi to dispute it. They have disputed back to Citi and now it's back in my court.

These Home insurance companies get away with murder. Don't think I will deal with any of them again. I'll start my own fund and pay into it every month.

On 9/13/2023 my microwave was repair for not working.

Unfortunately on 10/16/2023 the microwave stop working

again with the same problem.What i don't understand is why

do i have to pay another one hundred dollars for the service call,

when it is the same problem as the first time.. Please note that all service personnel sent to my residence are always extremely professionals at all times.

PLAN NUMBER [protected]

In June 7, 2023 we had our hvac system replaced thru ahs's upgrade program. It is now October 16, 2023 and we wanted to change the air-filter. Guess what? There isn't one. No filter, no rack to put it in. The company that installed the unit, Millinial hvac, just came out and said they would write up an estimate. Can you belive it. They didn't do it right the first time and want us to pay for their mistake. Absolutely not. Called ahs. Absolutely no help. First, you can't understand any of their agents. I have spoken to about 5 of them since Friday (it is now Monday) and they all have such a heavy accent and they don't speak up and there is noise in the background. A perfect storm to not be able to hear or understand. They are not helpful. You can't talk to a Manager or any type of Boss. Only the escalation specialist. Really poor service. I want to know what they are going to do to rectify this situation. What type of damage has been cause to our system by not having any type of filter for 4 months. I think a good faith effort for the poor execution of this project and the lack of trust we now have with/for ahs.

I have been a customer of American Home Shield for years and a loyal customer and has paid before time. I ran into an issue of being unemployed, but I still made my payments due to getting unemployment. The people called my phone like crazy 4 and 5 times a day, like I did not know I had to pay. I had already called and explained my dilemma of how my payday would be. I never received any calls about no changes to your account. I found out my plain changed when I called to make a service call. I made one here 10/09/23 for my dryer and the funny part they only have 1 contractor in my town. So, they call, and your appointment is a week out, then they come out and have to order a part that is extended time to wait. I called and asked if they have any cancellations to inform me. I got the early appointment the tech came out and stated he will order a new control panel for my Samsung front loader. I so happen was in my emails 10/13/23 and seen where it stated congrats on your replacement. I called and asked a rep what this is because no one reach out and said nothing to me. A business should call and inform customers of this, and I could have ordered my replacement. The email did not have no clear explanation just my amount and list of dryers in that price range. I go to order thinking I am ordering the dryer, and the Lowes gift card was there with the Lowe's appliances, so I am thinking I am purchasing it and instead it sent me a Lowe's e-gift card instead. It only had 2 options to shop for the replacement or an option for a check nothing about if you click the gift card it will send you an electronic one. So, when that email came about it will come in 3 days I called and said I do not want that I thought it was paying for the dryer. [I got to wait until Monday to talk to appliances. I do not know what they will do but it will be rejected or canceled or something because it was not explained at all. They do not handle nothing professionally, because the proper way should have been a phone call informing me it would be a replacement. I would have been sitting here waiting on the repairman to bring my part. Sad you pay money but just get sorry, lazy business. Makes no sense how paying customers are treated. Once this is done, I have got to find me a better company. If they try not to handle this due to lack of proper communication or lack of explanatory email this will be sent to the Better Business Bureau.

October 5 2023

William Hudson

1605 Eagle Dr.

Woodstock  Ga   30189

I am a member of American Home Shield.ID: #[protected]  William Hudson 1605 Eagle Dr.   Woodstock  Ga   30189.

Expires 05/23/24  I have made at least a dozen phone calls trying to get my geothermal HVAC fixed.   It is even specifically mentioned on my AHS contract.    But since 98% of all people have heat pumps and not geothermal, I am having a difficult time getting American Home Shield to assign me  an  HVAC contractor.

I even had 2 HVAC companies assigned to me: and each time I called them directly and the first thing I asked them was did they work on geothermal units.   And both times they said NO!.     I even talked to one of  the HVAC company owners and he told me that someone from AHS called him and asked him specifically  if his company worked on geothermal units.   He told them that he did not work on geothermal units.      The next thing I knew, his company was assigned to me.   The 'kicker is that I even have the name of a metro Atlanta company that does service geothermal units. But AHS insists that they first have to “jerk me around' before they allow me to use my own contractor.

That tells me that someone at AHS does not give a [censored].

July of 2023 my central air conditioning stopped working. I contacted AHS immediately. A week later a mechanical contractor got hold of me and scheduled a time to come out. He checked out the unit and determined there was no freon left. Further he said Freon was not included in my policy. But for over $1500 he would charge it and try to find the leak. No guarantees! He further sent a letter to AHS saying the work was completed and could be repaired. I called another company, and they came out and said it was not repairable. They did run gas through it found the leak in an area that could not be fixed. I have now been on a two month letter writing campaign with AHS trying to get them to replace, repair or buy out the unit. The offer was $200! The unit replacement would be over $7500.

Today I have be totally ignored and I have gotten repeat requests to send bills, statements and proof that this was unrepairable. I have now sent their request multiple times and I continue tto get the same form letter in response, requesting same info or accept the offer. Im done with this company!

I sold my home and cancelled my policy on the day after closing...9/26/23. Contract number [protected]

I was charged an admin fee of .88 which was below my credit card threshold for charging. NOW, I have to send a check to your company to close out my account. I was a long time customer who paid my bills on time and this event disappoints me greatly. Good will would have meant you waived this .88 and closed my account.

Also, your policy of having to call the day of closing to cancel a contract is not user friendly especially given all the stress involved in moving, walk through and then closing. Consider allowing a customer to provide a copy of a contract for sale of a home, with closing date, and allowing a cancellation order be registered based on that contract...end of story.

I have been a customer of AHS for over twenty years. Recent service has not been at its best. A service request was placed on 9/27/23 for a leak in the bathroom of my home. A company was assigned but could not schedule the appointment for several days. This was an urgent matter since water was continuously running. A second company was assigned stating they would be out the next day. When contacted by the company, they too could not schedule an appointment for several days. A third company was assigned and an appointment was scheduled for the next day. The company did show up stayed less than five minutes; took a photograph of the pipes and stated they would schedule the work to be done. As of 10/2/23, I have not heard from the company. Numerous calls to AHS have been frustrating with each representative giving me a different story. Now AHS is telling me that even thought the company is not contact me and is not contacting AHS, since they came to my property, I must wait for them to contact me and say they cannot do the job before it can be reassigned. Meanwhile, water continues to run in my home. This is not acceptable. I would like this resolved.

I have been a loyal customer for American home shield for two years now. This past year I started having trouble with my refrigerator running extremely loudly and leaking I put in for service they gave me a 9 to 5 window so I took a day off from work and at 4:45 they called me to inform me that they were not able to Service my appliance I would have to reschedule. I was disappointed to figure these things happen in life and was understanding I rescheduled and took another day off from work. The contractor came out, assess the situation and scheduled a date to resolve the problem. They informed me I had to defrost a refrigerator for 24 hours prior to the fix. I took another day off from work and dispose of all the items in my refrigerator to have my refrigerator repaired. A few months later, the refrigerator started running loudly and leaking again. I put in for another service request and took another day off for work for them to assess the situation. They informed me that they would be back to install a new icebox and fix the noise in the refrigerator, I took another day off from work and again emptied the contents of my refrigerator, which was quite full as you will see from the video attached please also make sure the sound is on, so you could hear what I was dealing with. About six weeks later, the refrigerator started leaking and running loudly again I contacted the company who told me that it’s normal for refrigerators to make noise. I informed them that was not a normal noise. It was loud like an airplane was inside of my house, and that the refrigerator was leaking.

Times are tough for everybody right now and I am unable to continue to take days off from work and empty the contents of my refrigerator. I have given an American Home Shield multiple attempts to fix the situation that was never fixed. They put a Band-Aid approach on this issue. I am formed American home shield at the next time I take another day off from work it’s going to be to install a new refrigerator. I was passed from person to person in person and finally gave up and purchased a refrigerator on my own.

I am asking American home shield to stand the hind their service and reimburse me for the cost of the refrigerator. I have lost a tremendous amount of money due to taking time off of work, as well as discarding the food in my refrigerator. It is only fair that they stand behind their service, please see video attached so you could see what I was dealing with