American Home Shield [AHS]
reviews and complaints

I have had nothing but problems with this company and every time I call to find our where my money it I get a different answer.

Today I called again for the 5th time since the beginning of January. In November I submitted a request for some work to my water heater and it took them two months to authorize the same fricking company that did the work the first time. Even after I gave them the contractors information and told them that I live in a remote area and I have a contractor from a previous job they did for AHS. After two months they finally authorized and I had the work completed on 13 Jan. The invoice was sent to them the very next day.

The first time I called to check on the status I was told that they had the invoice but the work was not authorized. This is BS because we had to provide the authorization number on the invoice. After waiting a few days I called back and was told that the work was authorized but they do not have a copy of the invoice. REALLY!? So I emailed it to them again and was told that they do not have access to email so I needed to call back in a few days. By then it would be in the system. I asked to speak with a supervisor and was told that there was no-one available. So I waited a few days and called again. At first I was told that they do not have the invoice but changed their minds after I told them the two days that I emailed it to them. At that time I was told that it would take a few days to get to billing and then they would mail me a check. I should expect it in two weeks. This was the beginning of February.

Today when I called on the status I was told that they just received the invoice two days ago and that it would take two weeks.

THIS COMPANY IS A SCAM. THIS ENTIRE TIME THEY HAVE BEEN COLLECTING MY MONTHLY FEES AND $100 FOR THE SERVICE CALL. THE BILL WAS FOR 378.00. I bet I have paid them that over the past 5 months.

It's not work it to have to chase everything all of the time. Take my advice. Get you warranty through another company.

My furnace started acting up with not running when the thermostat directed it to, then it would start to cycle on only to shut down before actually kicking in. Tech showed up, scolded me for a dirty furnace, claimed it was the heat sensor, cleaned it up, and said I was good to go. Here less than 10 minutes. The very next day the furnace started doing the same thing. Tech returned claiming he had put in a request for a new thermostat but no mention of a thermostat was ever made during his first rushed visit. This 2nd visit (Saturday) was just as quick. He said he would put in a request for a new thermostat again. That didn't happen until Monday. In the meantime, my furnace quit running at all on Sunday. I am now on day 7 of no heat. There was no excuse for any of this. The tech lied about ordering the part and my request was closed, I had to have it reopened on a call-back. The tech could have gone to the store and picked up a new thermostat. And the fact that I have to sit around all day waiting for the tech to show up... The contractor assigned will not give a time frame as to when they will show. During all this, both my son and I ended up getting sick. I was told I'd get 1/2 the service fee charge refunded. I have not seen a red cent. I don't think AHS vets the contractors before they accept them. Cheap isn't always good. If you have complaints about the contractor from the customers, why do you continue to use them?

My heat went out after service hours and I got denied reimbursement from the service department because my heat could get fixed the next day. No concern that it's 19 degrees tonight, I'm on oxygen and can't leave my house but hey it's fine. They are in India and it seems all American home shield cares about is money. I wouldn't recommend this company to my worse enemy. This company should have a warning label attached stating CONSUMER BEWARE.

My stove went out. A technician came out 11.12.2021 and stated that there were no parts for my stove and that he will send the information over to AHS. Didn't hear anything for a couple of weeks so I called back. They stated that they never received anything from the technician and that the order was closed so they had to send another tech out. The 2nd tech came out 12.02.21. Again, no parts for my stove and he stated that the information was sent to AHS. Weeks went by with no info, so I called AHS. They stated that they haven't received anything from the tech. I texted the Tech, Jan 26th, 2022 (Steve L. from A&E Sears Factory) myself and he stated that he did send the information over. I called AHS several times after that, and they just keep telling me that they haven't received any info. I called again today 2.10.22 and asked to speak with a supervisor/manager (sup/manager) never came to the phone. The lady, Mark (that's the name she gave me) will escalate (which that's the same thing they tell me they will do every time that I called, and I never hear back from them). I will be cancelling my contract and will be reaching out to an electrician to come out and look at my stove and I am seriously thinking about bringing charges for all the inconvenience and stress that I have been going through. They have no problems taking my money and now that something finally went down in my house, they are giving me the run around. It has been 3 months and I keep hearing the same story, "we haven't received any info from the tech." I have been over patiently waiting for them to do the right thing.

No ice maker/range fan since 4/27/2021 service request

Serviced by Norrod Appliance, Fresno, California.

Several calls from ME to them 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.

I contracted with American Home Shield back in late June 2021 regarding my heat pump not operating properly. I was not getting air in back bedrooms. I indicated heat pump and/or vents on the initial work order. A technician was sent out, looked at the vents and said he could not find anything wrong. Most likely a design flaw (home is over 20 years old). Soon after that, in July, the heat pump quit working. (In AZ, over 110, sr. citizen). Another tech was sent out and indicated the high efficiency fan motor was out for my Trane unit. He had to get authorization from AHS to get part. After days of not getting any results and/or callbacks, I was told I could get a cash out. I was supposed to be contacted with the amount. Never heard back. I finally contacted a a/c company I used to work for and they came out, went and picked up part (that was available via Trane dealer in AZ, I told warranty co that repeatedly) and fixed it on a Friday evening. I sent invoice I paid of $1208.70 to email address I was instructed to send it to. Nothing. Soon afterwards I received a email indicating they would pay $353.41 based on what AHS would expect to pay. The motor itself cost $900.00. Then I was told a check was issued, but I have never received anything. I had cancelled the service in one of my later emails. They then had the gall to bill me for prorated monthly service.

POOR CUSTOMER SERVICE - WAS TALKING TO SOMEONE IN PHILLIPINES, NO RESPONSE FROM US CONTACTS, NO MAILING ADDRESS FOR CORPORATE OFFICE

I do not know whom to turn to. Being on a limited income (social security), not only did I have to endure AZ summer with NO A/C, but it was a big hit on my savings. I have a PDF file of background/repair invoice, but nothing in picture format.

On 1/22/22 I called American Home Shield for service on my sewage pump which is covered in my contract. 5 days later they sent a plumber, who stood by his car never looked at anything. (I have it on ring video to prove it). I was told it was being moved over to a company that could do it. I called over 15 times, 15 days later no one has been to my house to fix the issue. Out of the country reps who are not trained properly and the supervisor said she could not talk to me. I am disgusted, mad, and just livid that something that is covered in my contract is so hard to get serviced. POOR SERVICE, JUST A BAD COMPANY. Fraudulent in every way possible. I have attached the contract saying it is covered, but told noone can help me.

I been double charge for the same house coverage. Since August 2, 2021 and again on August 12, 2021 for every months until Jan 2022. This coverage is at the same address 4324 East 13th Ave Gary, Indiana 46403. No one will help me. I will file a complaint with BBB and FCC and anyone that will help. Please listen to the recording line me asking for my refund.

I will provide more receipt if required.

On November 12, 2021, I requested a pre-season heating check on service #[protected], since the unit was making a noise. On November 14, 2021, a technician from A/C Rescue arrived to conduct the check. He found that the blower wheel and the combustion motor wheel were both making noise. In fact the blower wheel was actually cracked and loose and was striking the unit housing. He then advised that since neither part had failed he could not replace them per AHS guidelines. The noise continued to get worse causing a vibration to be felt in the ceiling where the unit was housed. Therefore on January 24, 2022, I made another service request on service #[protected], to have the problem resolved. On January 25, 2022, a technician from A-US Air of Texas arrived to check the problem. He replaced the blower wheel, the induced fan wheel and the induced fan motor to fix the unit.

I should not have had to make and pay for two service calls, since the problem was properly diagnosed on the first call and should have been repaired then.

two months ago I had the first technician AHS assigned come to my home to fix the problem. Said it was fixed. We stocked up the freezer again with food and days later it was all spoiled. Not fixed!

AHS had a 2nd technician come to my home. Opened up the unit, said it was fixed. Clearly he was wrong.

I asked AHS to send a different contractor, they refused. Send a 3rd tech.

The 3rd tech said the first two had no idea what they were doing, said I needed a new compressor and parts had to be ordered. parts arrived a week later however the technician for appt #4 did not show up for the scheduled repair.

Appt #5 and 4th tech arrived at my house and he said he refused to change the compressor because it was certainly not the problem, stated the other 3 had no idea what they were talking about, and that a different part needed to be replaced which he did same day. However, now the freezer is not working and the refrigerator is now warm too!

I've called AHS multiple times to "escalate" but they refuse to go outside of standard protocol and I had to wait another 2 weeks for me to call them and track down the service tech report. AHS still refuses to replace the unit, and stated I must have a 5th technician (from the same company!) come to diagnose the problem or state it can't be fixed.

Let's not forget we are still dealing with a global covid pandemic and I do not want strange servicemen in my home as I have young children!

AHS has given me zero alternate options except to allow a 6th appointment and 5th contractor to come to my home. At what point will they say enough is enough and actually take care of their customer! I've been a paying member for 6 years. Clearly their service has gone down the tubes.

Their service contract states they will send a technician to repair the unit or else they will replace for equal value. I guess Im the idiot for not realizing they can send 20 service technicians (and waste a ton of time and money) before replacing a 17 year old fridge/freezer.

The water heater replacement was covered under the warranty but there is $1,000.00 in other charges they say I must pay. The water heater itself doesn’t cost that much! This warranty is a rip off. I’m not renewing it and you should steer clear. It is 2-3-22 and this has been going on for 10 days!

I called AHS and filed a service request on my hot water heater. Their trashy plumber came out took the hot water heater apart. Left telling my father that they had to go look for the part. I have called AHS at least 5 times requesting information. AHS customer service reps have been nasty, rude, and condescending. I have a small child in the house and have been without hot water because of the plumber and AHS. I have called the contracted plumber 3 times with no return phone call. AHS has stated each time I call they will call me back and they do not call me back either.

AHS has no issues taking the money out of my account each month, but yet I can't get my hot water heater fixed in one of the coldest parts of the year. I will never recommend AHS nor their contracted plumber City Plumbing in CA.

Arrived at house in Palm Desert Nov 11/21 as soon as borders opened and Candians were allowed to travel into USA. Claim was placed with American Home Shireld on Nov 12/21. Dishwasher was making a very loud noise when calling for water. It also caused vibration in the water lines. We were assigned tio Accord Appliances. They phoned a couple of days later but wouldn't come out. They wanted to do a video appointment which was eventually done about Nov. 18th. They discussed what my husband suggested it was - a solenoid and timer issue. They said they would be in touch. When we never heard anything I checked AHS website and saw that the issue was resolved. It wasn't so I phoned AHS and a new claim was started on Nov. 24. After several days and several phone calls to Accord Appliances and being on hold with AHS until my phone died (over an hour) a repairman from Accord finally came out in the second week of December on the 6th. He told us they would never be able to find parts as the dishwasher was too old but they had to try in order to get paid. We were leaving to go back home on Dec 12 and tenants to arrive Dec 15 so we bought a new dishwasher and my husband installed it on Dec 8 to ensure it was working properly. We received an email from AHS that parts for the dishwasher were ordered on Dec 16. Too late! I actually don't know if the parts were ever received.

From: Josie Derheim

11:56 AM (30 minutes ago)

to ahscustomerappliancesupport

Hello AHS,

First, thank you for attempting to replace our Built-in Microwave/Oven.

We received the replacement however, the color is Black, which is NOT a matching item with our SS appliances in our kitchen. My husband Darren has been very patient for a return call from your company to change the Black color to SS instead. Nobody called back until he had to call your office again this morning and was informed that a restocking fee plus return charges shall be applied for approx over $300+. We are already out $140 for the assessment fee, and we've been told we are only able to have up to $800 allowance for the replacement. We bought our unit for over $1200 about 4 years ago. With this arrangement you are going to pay us with, do you think it makes sense having to pay a monthly AHS home warranty? This is not the only "Rhodeo" we had with your company. We've also requested to repair our refrigerator (SS) and smooth top oven (SS) sometime last year but NEVER got fixed. We ended up replacing our oven (at our own expense) and our Ice Maker is still not functional. Now, this microwave issue again?

For your information - I usually recommend your company to my colleagues, hence I am a real estate agent (since 1990). I buy AHS warranty as a gift to my buyers and sellers as well. I have high regard for your company.

With this personal experience I am going through with you, I am very much disappointed!

I need you to act upon this immediately, replace my microwave with exactly the same features and color (Stainless Steel) and please pick up the item you erroneously mailed to us. We shouldn't be responsible for the restocking fees, etc. since you mailed us the wrong item. I know you may have rules and regulations to follow, however, it is time to make an exemption to your rules if any, otherwise I am definitely taking this to the next level.

I can speak to your manager if necessary.

Awaiting your immediate response.

Sincerely,

Josie J Derheim

Cell: [protected]

Email: [protected]@gmail.com

This is regarding a service request on November 1, 2022. Initially, we called to service for the heat pump repair on November 1, the American Home Shield assigned the task to the United Air Temp. Two technicians from this company visited my residence and checked the heat pump system on November 5, the technicians charged us $150 for the freon, because AHS policy doesn't cover the freon. They put the freon into the heating system and the temperature is rising upstairs. It seems to be working fine after the freon was put in. They told me that the system is O.K., but something is wrong with the Section Valve, it is hard to raise the temperature to 70th. It needs the senior technical manager to finalize the task. One of the managers came to my house the next week and told me that compressor is brock, the heating system needs to be replaced. He gave an estimate which costs $7622 if I replace it within 2 days. I told him I need get approval from AHS for the replacement, the manager told me that he had already contacted the AHS, AHS allow him to refund me $2000 if I pay $9200 to him first. I told him I want to fix the problem, I don't want to replace the system, he told me I must pay $900 dollars for the freon if they replace the section valve. I told him I would prefer to spend $900 dollars for the freon, rather than pay $9200 to replace it. He told me he would send a technician to check it again. Two technicians came the following week, they told me that the heating system got problems, the section valve on the outside unit needs to be replaced, they took it out and told me they will replace it. Because the problems last almost two months by the time they took out the section valve, I called AHS to push the repairing speed up the next day.
AHS sent a technician from ATR to my house on December 31, the technician told me that the Section Valve is missing, I told him that the technician from United Air took it away, The next day I got a call from an ATR manager, told me they would order a Section Valve, it takes a week to fix it.
Because nobody came to fix the problem, I called the ATR on January 8, but they told me the case is closed by AHS, they can't continue with this case. I called the AHS, the representative told me that she is going to report this issue to the higher management, and someone from AHS will call me back. I called AHS every two days since January 10, asked to fix the problem as soon as possible, because it is very hard to live in a house without heating in a such cold winter. The representatives are very nice to tell me that they don't have the power to handle my case, they have to report this issue to the higher management, the senior manager will make a decision, and somebody will call me, I have to wait. The problems still exist so far, and nobody came to fix the problems.
Thanks
Fred Chen

Ref: Combo Plan
#[protected]

AHS assigned a contractor to repair my ice maker on my refrigerator. Never heard from the contractor. I called the contractor 3 times and left messages, never received a call back.

I then called AHS 4 to 5 times. No one spoke clear English. They merely said they contacted the contractor & the contractor would contact me. Last week I called AHS again and was told they submitted my complaint & I would get a call back from AHS. To this date Jan 26 - nothing! Yet the fee was deducted from my account.

Worst interaction I have ever received from AHS in my 15 years contracted with them.

I called to see if a crack in the bottom of our tub was a covered item. The rep KNEW it was not; kept calling it a whirlpool tub. I told her NO it was a tub/shower 1 piece combo and there was a crack in the bottom - tub only 3 years old-we had the house built in 2019. When I received the text re: the plumbing company they were sending out - I replied to the text it was NOT a whirlpool tub. When the company arrived there was nothing they could do. The AHS rep KNEW this was not covered. I called the billing department that same afternoon. He took the info - checked (after saying he was 99% sure...) and it is NOT a covered item. Supposedly he fast-tracked my refund request on 1/18 - as of 1/25 it is "still under investigation"? What is to investigate? You fraudulently took my money and now you are trying to keep it! I WOULD LIKE MY MONEY REFUND FORTHWITH!

I called for service for a leaking faucet and AHS assigned the job to Crown Home Services of Denver, LLC. I took several days for the company to contact me and when they actually arrived they didn't provide any service as they did not have a part to repair the faucet and then the never returned. My faucet continued to leak and they never returned to my home. after many calls to AHS they finally assigned the job to a different contract who solved the issue. The problem is that the initial contractor lost their license and caused me to have a leak for many days causing over $10, 000.00 of damage which was covered by my homeowners policy. My out of pocket cast was $2501.00. I would like to be reimbursed for my out of pocket expense.

On Dec 20 2021, we had requested services for 2 faucets n a stoppage. This was awarded to United air temp at Lorton. They came and stated parts are needed. I have made multiple calls to AHS n United air temp, only reply sorry we are working on it. I have req to escalate the issue and to talk to supervisor none come on the line nor do they take care of the work . Every month the fee is deducted n before the work is done AHS take the $100 . I would like AHS to replace the part in total instead of waiting for parts. I would want United Air temp to come and replace the part it's been more than a month. I waiting for an answer from both AHS n United Air temp ASAP.

My credit card shows two $75 billings forf the same service on Dec. 22, 2021. In addition I had signed up for your special furnace examination offer ($50) but had to cancel that since my furnace was no longer working. I was told I would receive a $50 credit for that cancelled appointment, but that does not appear on the MasterCard statement.

Ken Kofman
944 - 18th St Unit 3
Santa Monica CA 90403
[protected]