American Home Shield [AHS]
reviews and complaints

I make payments every month via my USAA Visa card. I am having trouble with my dryer and went online to request service. I found at the bottom of the page that I cannot make a service request because of an outstanding balance. I contacted USAA and was told that the monthly bill was paid. When I called AHS I was told it will take 24 to 48 hours for you to process my payment. Are you kidding me? I have been with AHS for about 20 years which is going to end after this month.

Keith Kernek
352 Kiwanis Circle
Chuluota, Fl 32766
[protected]@yahoo.com

my name is Mervat Sedhom . my email is [protected]@hotmail.com
contract number:[protected]
At, September 9th, I had water leakage in my kitchen .
I called American Home Shield they responded and send a plumber at September 10th. The plumber called Michal said I cannot do anything until the water is cleared from the kitchen and remove all the lower kitchen cabinets and called the Flood and Force company and left my home within 10 minutes.
At September 13, the water was cleared and the cabinets were removed i called the plumber company many times, no answer, and at the same time no response to my voice massages. I called AHS many times they answered me and tried to call the plumber from their side no response . Every day was the same story nobody helped me no supervisor called me even most of the AHS agents had promised that the supervisor will call me soon to solve the issue .
the water still leaking in my kitchen. After 25 days At October 4th I called another plumber company to fix my problem.
At the same time, I called AHS and told them . they promised orally to pay my invoice .I asked where to send the invoice It took like one week every day calling until one supervisor called me and gave an email address and dispatch number ( [protected] )this is at October 19th I send the email with the invoice.
I had waited for one week more for response nothing happens
I called AHS again many times every agent said we will not compensate you because i didn't have written authorization to bring another plumber.
Until now I didn't receive any written response to my email.
SO we should not believe ang agent or supervisor from AHS.
We cannot rely on AHS to solve any problem we face at home

11/10/2021 - AHS dispatched Mr. Rooter plumbing to my house. My toilet was loose but functioning perfectly. No leaks, it just had a minor wobble. The technician took the toilet apart and told me the repair would be $725 dollars and it wasn't covered under warranty. I asked him to put it back together and that I was not interested. He left the house and left me with a broken toilet that leaks and wont flush and is now unsanitary. He also left a mess in the bathroom. I called to talk to his supervisor and did not get a call back until 36 hours later after I called 3 times leaving messages. The technician was rude and boasted about how he got great reviews and he was about to get promoted. His own receptionist stated that the company gets multitple complaints about him. The owner John S. is ok with the way his techs handle business. Once I talked to John S. the owner he said he isn't going to do anything to put the toilet back correctly and that this is American Home Shields problem. He condoned his techs behavior and spoke over me and did not listen. I understand why this MR. Rooter has a 1.5 yelp rating. Really AHS sends a company with a 1.5 rating to my house?

my number is [protected]

Contract number [protected]

AHS is not honoring the clause that if they cannot fix something they will replace it with a product of the same specifications. They have not. I have been asking for reasoning behind their decisions that make sense, not resolution, I have asked for a summary from the authorization group who makes these decisions, no reply, I have been asking to have a supervisor from the USA call me, no resolution, there are other "no resolution" issues. NO RESOLUTION. each time i call, i ask to sepak with someone from the US, i am told they cannot transfer me. it is suggested to call back. i have sometimes called back 7-8 times, with NO resolution. apparently your team in the Philippines give out bad info. Each has stated they will take care of my problem, guess what NO RESOLUTIONS !

My wall unit is insured by AHS, however to fix it is absolutely impossible because AHS do not have a qualified contractors. This has been going on for almost 6 month! We live in AZ and its hot here and Ac unit is an emergency. They sent to us at least 6 contractors only 2 showed up the rest did not even bother to call let us know they won't come because they are not qualify to fix wall units. I escalated this 3 times, nothing happened. Finally AHS closed my request and submitted everything to contractor's relationship, which never reached out for us. I will call and write corporate because my patients ended. I also will request all my money back for all years I paid for this wall unit.
Service Request #:
[protected]

My fridge went out on October 25. I called immediately. They said that they would escalate my problem due to that I have a sick child it takes meds regularly. Escalation did not take place because they said I had to wait four hours. I called back they never called me. I called back and they said I had to wait another four hours. Then they told me that I would not get an appointment until November 6. How is this escalation. We lost $700 worth of food and about three to $400 worth of medication. This could've been prevented had they come out the next day or since somebody the same day like most refrigeration companies do. I called several companies on my own that said that they could come out the same day and fix my problem but they would not work with American home shield. Many companies that I talk to complained that they do not get paid and that they are treated horribly. I have been treated the same. I have talked to 19 representatives and six supervisors and all of them have been very incompetent. Hardly any of them can speak proper English nor can they understand and repeat themselves over and over. I have spent a total of 60 hours on the phone trying to wait for supervisors to get to me on hold. In the meantime I have been lied to and promised many things. The company finally came out and said that they would have to order parts. Now I have another appointment on the 17th. My refrigerator has already been fixed by a HS multiple times in the past. I have asked for a replacement due to this because it has ongoing problems. None of which has been escalated at all. Nothing has been expedited. All they keep saying is wait and more waiting. Meanwhile my family has suffered greatly and my child is sick and needs her meds refrigerated. It will be a total of four weeks before my refrigerator is fixed and yet still there are no capped promises. I called again today which is eight November and I was explaining the exact same thing. They do not care about your child or your family and do not care about your suffering. They lied to me and told me that if I purchased a new refrigerator that all I had to do was show them a receipt and they would reimburse me up to $3000 per my contract. This was said from a supervisor on a "recorded line." I have been promised multiple callbacks and I am the one that Hass to call back constantly. One of the representatives that I have contacted, number 13, because I have been documenting everything had a rooster crowing in the background. This company has no professionalism at all! This is probably the most horrible and horrifying experience a customer could ever have. It is like a dreaded nightmare. All I want is for my refrigerator to be fixed in a timely manner and escalated due to medication like I was promised. We have been a customer for over 15 years and have repeatedly had different little experiences but none as horrible as this one. I am deeply disgusted by the way that my family has been treated by American home shield. I want my refrigerator replaced and fixed at their cost and all of the pain and suffering to be recouped along with the food and meds. I understand that it is not their fault that the refrigerator did not work, however I could have had the loss prevented had they showed up in a timely manner. They have documented that I have sick family members and that I am elder. If this does not get fixed I have no choice but to find another company that will take care of our family as it should be. I want American home shield to reconcile so that I will stay with them. And as far as Rex Tavern goes he needs to call and or find out what the hell is going on in his company because it is not good at all. I can be rich to at [protected]. This is an emergency!

Wish I could give a "zero" star.

1. When I received notice for a free "HVAC" pre-season check, I made an appointment.
American Home Shied sent an email back stating "heating, ventilating, air conditioning, total 11 items would be checked". The contractor AHS sent only did 2 items, REFUSED to check AC by stating "it's too cold outside" (which was 73F). When I called AHS back, was told "this free service does not include AC, contrary to their AHS own email.
2. When my Viking freezer and refrigerator doors were leaking water, I called AHS. Operator said "Never heard of a brand name Viking". She placed an order for "refrigerator" AND "refrigerator with ice maker". When I checked the contractor "Active Appliance" on Yelp, I was so shocked that most of the complaints were about "incompetent". When asked for a different contractor, was told by AHS "NO, that's who we contracted".

Stay CLEAR from AHS. This company took your money and gave bad services. NOT worth it!

American Home Shield,

Fact Sheet:
1) We received the notice on Oct 22th, 2021 that AHS assigned its contractor "Allright Mechanical Inc." to come to house on Oct 28th to fix the furnace problem as we reported.

2) The technician of Allright Mechanical Inc. (The dispatch id: [protected]) came to the property around 2:00pm on Oct.28th. The technician diagnosed the furnace with the statement:
a. The motor (forcing the air) needs to turn up. They asked us to pay for fee $550 plus $90 service first from us during this visit. The technician told us that fee can be reimbursed from AHS.
b. The electrical switch is broken and needs to be replaced but they would not do it.
c. They then left after I refused to pay for the fee additionally.

3) I then called AHS right after Allright Mechanical Inc. technician left to report this unsatisfied service. AHS then assigned Iron Key Electric contractor (Dispatch id: [protected]) came here for the "broken switch". After diagnosed by Iron Key Electric technician, the switch is not broken and functional well. However, the tech did replace the switch anyway.

Conclusion:
1) We did not receive we expected service from "Allright Mechanical Inc." at all with we paid additional $100 for the visit.
a. The furnace is remaining unfixed. The air flow is still little. The motor needs to be turned up or replaced.
b. The technician of Allright Mechanical Inc. did very poor and unprofessional job without diagnosing the problems correctly and performing professionally.

2) We demand American Home Shield to assign a professional furnace contractor to fix this problem at the earliest since the weather is getting cool and we need to use this furnace safely. But don't send the Allright Mechanical Inc. anymore.

Regards,
Joseph Zhou
email address: [protected]@yahoo.com
phone number: [protected]

The failed performing contractor: Allright Mechanical Inc.

On 09/14/21 I requested service for my washer. AHS sent out technician who stated I need a new drive shaft. On 09/17/21, a whole new company, Atlantic Appliance Repair came to diagnosis my washer. AHS never called to let me know that the first company transferred the request because they couldn't find my part . This company said I needed a drive shaft. Over the next two weeks, Atlantic Appliance came to my house 5 times and each time, they said I needed another part and then another part etc. they were supposed have come one last time with the proper part, but they never showed and never called back. I called AHS and requested another company. Greater Orlando Appliance came and said that I needed a new motor and they verified that there were no new parts on my washer from Atlantic Appliance Repair. Greater Orlando Appliance called me back on 10/6/21 and advised that the motor for my Whirlpool washer was discontinued and the washer therefore could not be repaired and needed to.be replaced

I called AHS numerous times since the 16th and have not gotten this matter resolved yet. They said that Greater Orlando Appliance needed to call the Authorization Department to let them know their diagnoses, which they did on 10/19. I called AHS On 10/25 and they said the Authorization Department had no report from the technician. I asked for. Supervisor at AHS and she called Greater Orlando appliance and supposedly transferred them to the Authorization Department and I was told that I would hear from them within 24-48 hours with a list of washers to choose from.

Today, 10/28, 72 hours later I called AHS, and they gave me the same excuse that the technician needed to give the Authorization Department their diagnosis. How many times do they have to tell AHS that the washer cannot be repaired? I have been without a washer for 9 weeks. I refuse to say just forget it and pay out of pocket for a mew washer. This is why I pay $52.99 a month to AHS, to cover these unexpected expenses

August 2021 I tech came to my home to repair my dryer and range cook top. I was told that they had to get the parts by the tech which AHS state that they received the parts on Sept 24, 2021. As of today Oct 27 2021 my appliances have not been repaired and AHS and the contractor will not return my calls . When I call every week I'm told someone in escalation will call me back and no one ever call me back.

Doug & Charlotte Dillon
4918 Crestwood Dr.
Schertz Texas 78108
[protected]

On Sept 3rd Quality Ac replaced the Air Handler in our home thru American Home Shield. The men who did the work were polite and professional. When they had finished with the install the unit was blowing cold and everything seemed fine. With talking to them I asked them how many pounds of refrigerant they used, they said NONE it was good. During the nite it stopped cooling so the next morning I contacted Andrew with Quality and he had another gentleman come out to work on it. When he was done the Ac was blowing cold and still is. I asked him (I believe his name was Alex) how much refrigerant he added again he said NONE. He said the issue was a plugged drain line. I have been asking Andrew about the Credit for the refrigerant at first he would say let me check on it, then he stoped responding to my Text messages all together. I called their office they said they would check into it and then I called back about a 1-1/2 weeks later because no response from them. Now they said the second guy (Alex) added the 6 pounds of refrigerant. If it was low 6 pound why didn't they put it in the first day and would the unit even cool in the beginning 6 lbs low. I am sure they added No Refrigerant but they charge us for. 6 lbs at $90.00 a pound for a total of $540.00. I am not sure if you can do anything for us on that because that part of the contract was between Quality and us. But having contractors that are charging your customers for services and or material that they are not delivering puts a black mark on American Home Shield as well. Please advise of any recourse we or American Home Shield can do in this problem. I do have my text messages from day one dealing with Andrew.

Thank You
Doug Dillon

Sent from my iPad

10/23/2021- I have been a client of American Home Shield for two years and it has been a horrible experience. Within those two years, I have requested four service requests all four terrible experiences.

Today was the final straw and I will be canceling my warranty service because of what occurred, On Friday 10.22.2021, I submitted a service request to fix my laundry room plumbing issue, I paid 100.00 upfront. The vendor selected was Bear Plumbing & Rooter Inc, the service tech's name was John. Upon arrival, he parks on the wrong side of the street which tells you he had no intention of being long, yelled plumber, never said good afternoon, unpleasant demeanor and body language.

At this point still trying to give him the benefit of the doubt, I explained the water from the washer was backing up to the utility sink and going out slow. I also said there was a leak in the pipe. He does a snake through the pipe from the inside, goes outside couldn't get the out cap off, said it was sealed and it was not, just old and need a little elbow strength to pull it off. said it was a clog and it wasn't going to be cover and he would write his report to indicate that.

This is the third time I have had a vendor from American Home Shield who finds reasons not to do the work.

American Home Shield spends thousands of dollars on advertisements indicating their clients can save thousands on household services but work with their vendors to write reports so they can reject the findings.

I have had so many problems with AHS, Please contact your Attorney General that seems to help a little.

I called AHS and they had a contractor to come out on the 13thof October to take a look at my water heater. That contractor immediately disconnected it because the likelihood of an explosion. He submitted a work order that included an out of pocket cost. I am not against an out of pocket cost, just that amount because we believe the contractor was price gouging. I have a retired contractor that lives next door who had already taken a look and advised what was required and what was not applicable. The contractor that came out where making unnecessary modifications. We advised AHS of that and they suggested ( after the part was ordered) that they send someone else out. They said I would not have to pay an additional fees if the price the second contractor submitted was different- we agreed. The price was quite different. As I stated, the part was already ordered after the first contractor submitted the work order. Now I am being told the part was never ordered until 10/20- 7 days after the first contractor came out. Now the estimated time is 27th for deliver, which is 14 days- 2 weeks later. This is unacceptable. I have been with AHS since July 2005 and pay every month and barely utilize this service to have this type of service. I have an infant in the home, in addition to working outside the home, laundry and sanitizing dishes and other daily necessities to be without HOT water for more than 3 weeks. Why do I pay for this service if I cannot have a problem fixed within 7 days. This is truly unacceptable and beyond frustrating. I need this matter escalated and I need my HOT water heater immediately. I need someone to contact me ASAP as I have called the customer service number over 10 times to have no resolution. My name is Andria Turner and my phone number is [protected].

I filed a claim for a tankless hot water heater about 2 months ago. They sent a vendor to my home that stated it was bad and leaking water. AHS said they would replace the part. The vendor failed to disconnect the power and turnoff the water so it continued to leak into my home. Due to the length of time it leaked my interior walls become wet and covered with mold. I had tried to get AHS to do something but they said that it was not covered and the vendor stated they would have someone call me but didn't. After repeated followups I still did not have my water heater repaired or replaced. I was unable to speak with anyone that could help. After two months I decided to request a cash out for the part and labor to install. They told me it would take 48 to 72 hours to receive a call back. I started following up daily after 72 hours without success. I have contacted another vendor who stated they can fix it with two days. Note: I have contacted a different vendor who did turnoff my water heater so that it would not continue to leak. I have also sprayed my walls to remove some of the mold. It will requre sheetrock and baseboard removal/repair. Most importantly no hot water.

Water heater serviced and it was determined a new one was needed. On 10/8/21 AHS advised me of limitations associated with approving my hot water heater. I contacted them on 10/9/21 for clarification and was advised modifications were needed and my out of pocket cost would be around $1, 500. On 10/11/21 I was advised cash out option would be provided in 24-48 hours. I called again on 10/14/21 for update. Received a call the following day advising request had been lost. To date, no communication received regarding cash out payment.

Customer service sucks! Spoke with Au ID#[protected] and requested to cancel our account. She said she couldn't cancel and what she could do was to delete our payment info and guaranteed me that I wouldn't be charged. The next day, which is today we are charged. I was really expecting that this company can be trusted but this agent I spoke with surely can't be trusted.

I have an open service request for my refrigerator. This was opened on September 17, 2021. As of today, I have not had a contractor assigned that will complete the job. I have called customer service every other day for the past month to try and get this request moving and I am told every time that dispatch has it and they are working on it. For thirty days? I don't think so. I have been a customer for six years. Pay my premium and paid the $75.00 service fee. Who can be without a refrigerator for 30 days? Unacceptable on every level. Customer service reps are hard to understand, cut you off, and only read off the script. No supervisors or management is available to escalate the issue too. Promises for callbacks. Ha never happens. This just covers the issue with my refrigerator. I have had an open request for my dishwasher since July 21, 2021. Its junk still not working and still waiting for that to be repaired. A resolution needs to be swift or I will be calling the corporate office on Monday.
My contract ##[protected], Lisa Benson, phone [protected]

We entered into a contract with AHS several months ago agreeing to pay the highest service fee to get faster service and the best technicians.
Our refrigerator freezer started acting up with the unit going off and on, so we filed a service request. They took almost 9 days to finally get a technician here. He diagnosed the issue and told AHS what parts were needed and that food was starting to go bad.
When we checked with AHS today, they had already made arrangements to have the parts delivered, not to the technician but to us, expected arrival Oct. 23rd, almost three weeks after we called for service. I called back in to see who the parts vendor was so I could possibly get the parts faster. A snotty "Ryan" would not give me any info, would not connect me to the parts depart. nor get me to a supervisor.
We had to start throwing out almost $100 worth of meat, seafood and other expensive, highly delicate food which could not survive without freezing and refrigeration.

That is not the home warranty service we signed up for.

M&J Shefter
Camano Island, WA

I called ahs for a leaky water heater. They charged me the $80 service fee and sent out a plumber I had asked in the past to never send out. He came out and did nothing didn't even drain the water heater so it wouldn't leak more.
I called and they wouldn't send another plumber out I called a plumber myself paid fir the heater and service. Meanwhile my floors are all damaged and mold was beginning. I had to have a restoration company come out.
I asked to be reimbursed for the 80 and cancel my contract. They proceeded to charge me for September and October contract fees. They will not reimburse me and want me to pay them 2.25. This company is such a scam they should be shut down. I'm out $1000 for the plumber and $80 and $68 each month for the monthly fee.
Can you help me. I have to replace my floors and have the walls replastered and painted because of them.