American Home Shield [AHS]
reviews and complaints

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.

1-I am a realtor who ordered an AHS warranty on may 7th which my seller paid for at the closing on may 18th, out of his proceeds for $475. (contract#[protected])
2-The buyer did not like the home warranty coverage, so i canceled it on June 1st.
3-I told AHS to refund the title company $475 for my seller.
4-Instead, AHS sent a check to the buyer which she cashed on June 14th.
5-AHS has now charged me $180.46 by 3 charges on my credit card because they say the buyer has not paid the home warranty.
6-I've called AHS 10 times and have not resolved the issues.
Needless to say, their book keeping and notes are horrible!
7-hope you can help me get the refund of $657 for me and my seller.

The last time i had an AHS warranty was in 2015. I have no idea how they got my credit card number...
Needless to say, they have lost all of my realtor referrals to them.

We have a contract with this company and pay a monthly fee to insure our appliances. We've had a leaky fridge with a door that won't close for over a month. Original service ticket was opened on 8/29. A service technician from Sears came on two occasions -- once to diagnose the problem, the second time was to install the part. It was NOT fixed and we opened a ticket on 9/23/21. The same service technician returned and confirmed the leak/door that won't close CANNOT be fixed. Now, all AHS keeps telling us is that Sears hasn't approved the replacement in their system yet. They also keep telling us they're escalating our ticket in their system and it should be "resolved in 48 hours." They've been telling us that for weeks with no resolution! Meanwhile, we're still paying our monthly fee, paid the $100 to open this service ticket, and we still have water all over the floor from a freezer door that won't close.

On 9/25 AHS assigned the repair to another company (A&E). A&E showed up on 9/30. They determine all of the electronics needed to be replaced. They scheduled the replacement for 10/11 A&E wanted us to stay home all day waiting for the repair person to show up. It turns out only one of the parts arrived and we would have set here all day waiting without knowing the guy was not going to show. This is unacceptable service.

My over the stove microwave has a crack in the door and the handle is not working properly. I was told that I would have to pay a $100 fee for a service contractor to come to my house to tell me if this repair is covered. I having been paying a monthly fee for years to this company. Is there anyone there that can tell me if I have coverage to repair or replace this item before I pay a $100.00 fee in addition to my regular monthly fee? Please call me at [protected]. Thank you.

Was with American Home Shield for a lot of years and never had any problems, if something broke, they fixed it or replaced it. Last Spring our dryer began to stop in the middle of the run, so we called for someone to come and look at it. They sent out a repairman and he said it needed a new motor, so he ordered it and 30 days later he showed up with a new motor. When he tried to install it, it wouldn't work because of the wire connector. He said he would order another motor and took the old motor with him and 30 days later he showed up with a used motor, which did not work, and then told me that they did not make this motor anymore. He then said he would notify AHS and have them replace the dryer. After a matter of days, I called AHS to see what was going to happen. They said the repairman never called in to update the work order and that they would contact him and get the update. The problem was the contractor answered his phone with a machine and never returned phone calls. I called him at least 3 times to get him to update but to no avail.
This went on for three months and I called AHS over 25 times over a period of 3 months to see what they were going to do for us as far as getting us a working dryer. Each time I called they would tell me they were turning it over to contractor relations. We went 3 months without a working dryer, and we finally had to break down and buy one out of our own pocket. After buying the dryer and with no response from them, I canceled my contract with them and they then charged me a cancellation fee, after I spent $600 of my own money for a new dryer. This is not the same company it used to be. They don't return phone calls and they did not seem concerned at all about getting us a working dryer. I would not recommend this service to anyone.

Client number: [protected] - Starr Gallagher
08/05/21 submitted online request for service
08/07/21 All Home Appliances came out to diagnose and had to order part
08/13/21 All Home Appliances came out and installed shifter, but problem still occuring so they ordered a suspension part and scheduled to come out 08/21/21.
08/21/21 All Home Appliances cancelled due to wife having COVID.
08/24/21 Clutch Appliance came out to diagnose issue
08/29/21 Cluth Appliance came out and installed suspension, but problem still occuring so they ordered a second suspension part as AHS said the part may have been defective
09/12/21 Clutch Appliance came out and installed the 2nd suspension part, but problem still occuring so Clutch requested a 2nd opinion from another contractor.
09/28/21 I, Starr Gallagher called AHS to complain and request a replacement of washing machine, was told that Clutch did not request replacement that he requested a 2nd opinion so I requested to speak with a supervisor. A ticket was started for supervisor to call back.
09/30/21 AHS supervisor called at 8:11PM and left voice mail with no return phone number in order for me to call them back.
10/04/21 Suncoast Appliance did a video diagnosis and requested to order control panel part
10/07/21 Suncoast said that they are still waiting for AHS approval for part.

At this point it has been over two months with no resolution. I have spent over $200.00 doing laundry at a laundromat as my washing machine is still giving the same error code of UE. The washer needs to be replaced. I have been a loyal customer for four years and I am paying $56.99 per month for this type of service from AHS.

I called in August as my refrigerator had stopped working. They send a technician who ordered parts to arrive 9/9. They did not arrive. I called for an update on 9/15 and was told to wait for 9/9 which had passed.
I was then told Oct 1 for parts. When they did not arrive on 10/01/2021 I called and was told to wait until 10/03/2021. I called and was told now to wait until 10/8 to email the parts dept. again.

It is now October. I have insulin that needs to be refrigerated. We are elderly and this is creating a great hardship. AHS keeps just stalling.

I have been with AHS for over 17 years. I have rarely used them over the years and have never abused my policy. This year I had my tension spring on the garage door break. I paid $75 deductible only to be told that if I had had the "platinum policy" it would have been covered. I called AHS and inquired as to why I was not offered a chance to upgrade and have been on the same "old" plan for 17 year? The CS rep tried to charge me $300+ to change plans, I refused. He promised me a refund of the $75 ded, and would switch me to the platinum plan (that gave me more and cost less), on September 16th. Since then I have had to call 6x. I never received the $75 refund and was on the platinum plan for a week. I checked today and now I am where I was initially. My old policy not my new one. I need an AMERICAN CS REP. After 17 years that should not be much to ask after giving the foreign reps 6 chances. I am done.

Horrible customer service. No ability in their system to handle any off the script questions or concerns. Agents talk over the customer and never seem to understand the problem.

Vendors have the worst ratings and reviews because apparently only desperate companies work for this company. Technicians sent to my home are rude, impatient and unkempt. Work never seems to be completed or even done correctly. When you call to report the vendor AHS just tries to send another vendor with even worse yelp reviews.

I still have not been able to get my policy closed after trying all day.

HVAC has been out since April 28, 2021.
A & E has replaced numeous parts and even a new unit and still has been unable to get it to operate.
they have been to my residence at least 39 times.
they have promised to get it working and many times not even shown up.
I do not know what to do. You can not talk to anyone at AHS except a telephone operator and they will not transfer. Any help will be appreciated.
I am 79 year old diabetic and have not had AC all summer

The problem started 8/30/21. It took 2 different vendors to find out the problem. The vendor, GE appliance repair ordered parts but due to a supply issue one of the parts is not due to a arrive until Nov 11 2021. I've asked AHS to escalate this and either fix it or replace the unit since I don't have a working washing machine now for 35 days and at least another 40 days if the part arrives. Total time would put it nearly 11 weeks without a working appliance. I've asked numerous times to escalate this but all I get is a run around.

Worst service provider I have ever encountered. Sales person stated that if they can not fix the problem. Company would replace the item. American home shield sent a contractor. The contractor did not diagnose the issue. He stated that there was dust under the fridge. Requested a second opinion. The new contractor stated that we need a control board and they ordered the board for replacement. Called the second contractor and they stated that American Home Shield denied replacing the board. Please investigate why I was denied by Anerican Home Shield? Thank you American Home Shield for playing games with people.

I have two outstanding issues, one going back to April on our washer and dryer. The washer was replaced, the dryer needed a part, and I have called dozens of times with no resolution. The most current is our HW heater. A tech came out and ghosted us. Said we needed a circulation pump. AHS has continually told me they are trying to find another contractor, the initial call was early August. So more than a month.

on 9/21 I called for service as my pipes (the main) were clogged. Raw sewage was backing up into my bathrooms. The plumbers AHS provided did not have any availability for TWO days. Any water into the pipes, or a flushed toilet caused more backup and rising sewage. I called and was unable to get another plumber, and was told I had to wait. Come on, all I needed was someone to snake the mainline.
I ended up having to pay to have a plumber come out or manage no water and raw sewage in my home for two days.

American Home Shield,

I want to start by saying we are frustrated customers who just want our AC/Heat fixed. Our issue has been going on for 8 weeks. The technician came out the same day and looked at it, diagnosed the problem, and order parts. It took 4 weeks to get these parts in to find out they didn't work. More parts were ordered and we are now out 8 weeks and still no AC/Heat. I have made a point to call AHS numerous times each week to get answers. NO ONE can help. I go to the AHS website to contact headquarters and am not able to locate a phone number. The service call employees do what they can but pretty much their hands are tied to help customers. They email escalation department to have a supervisor call back. In the eight week time period, I have received ONE call back from a supervisor. It is now getting cold and we have little ones at home and need our heater/AC (HVAC) system fixed!

Alicia Davy
[protected]@yahoo.com

I have had AHS contractors repair my AC in my home several times. My AC went out and TEMP PRO MECHANICAL INC came out on 09/13/2021 and basically told me I need a new AC compressor and new inside unit. The repair man said all the previous repairmen have been doing minimal repairs to get the AC temporarily functioning. I have paid several trip charges and the AC never works right. The last contractor sent the information to AHS about the AC and at first they were willing to replace the system. Today they tell me its from secondary damage but this is from their contractors putting a bandage on the AC and not completing the work. I in no way have touched my AC because I have no experience in HVAC. Although several contractors have been out several times when you look at my AHS account there's no services on the dashboard however when you look at my payments you see several trip charges reflecting service requests so someone must have deleted all my services. I know this because my parents who have AHS can see all their service requests. I use my home as an Airbnb and I had clients this week and had to buy AC units to cool the home. The units tripped the circuit breaker and then the water heater stopped and the water wasn't hot. They're demanding their money back. When I don't have clients I have my 1 year old daughter visit and I couldn't have her in the home because the thermostat was reading in the high 90's. I lost money with the rental of the AC units, clients and my AC unit still hasn't been repaired or replaced and now I'm being blamed for their contractors work. This is unprofessional and unacceptable. I put the request in on the 11th of September and it's the 20th and nothing has been done.

Horrible experience with American Home Shield. Today is 9/20/2021. I requested service for a problem with my refrigerated A/C unit on 7/26/2021. Understand we live in El Paso, TX, the middle of the desert, in the middle of summer and no A/C. We have been back and forth with AHS since the day the technician came to the house and found the broken A/C coil. At last contact with AHS, we were told that their parts department was pricing the parts and they would have to be ordered from the warehouse, so it would be 2-4 more weeks before the parts were delivered to the technician.
I'm at a complete loss to understand how this company is still in business. I for one will be looking elsewhere for my home warranty.

Opened a claim on 4/2/2021. It took over 3 months to get an approval. Contractor hasn't heard ANYTHING from AHS! I have made multiple calls and asked to speak with a Supervisor. Was told supervisor not on site and they only way to reach them is by email. STILL waiting on part to be ordered and continuous run a round from this company as to when i can get in touch with a supervisor! My last call was Wednesday Sept 9. Was told once again that i would hear back from a supervisor in 24 hrs. Fast forward to today, Sept. 16th and i get a call from "Jay" stating he is returning my call. Called back and no one can get me through to "Jay". I went all summer without AC! I need it fixed ASAP. I've been in touch with my attorney. The next call will be from his office. am done playing games with this company!