American Home Shield [AHS]
reviews and complaints

(I am now escalating the issue and have contacted the Illinois Department of Insurance, per the letter below, and possibly the Illinois Office of the Attorney General.)

Fernanda xxx
1636 Forest Ave
Wilmette, IL 60091
[protected]@hotmail.com

Illinois Department of Insurance

Dear Consumer Protection Officer,

My husband and I are owners of a home at 1636 Forest Ave, Wilmette, IL. For almost one decade, I have had an American Home Shield (AHS) insurance policy. My contract number is [protected]. My current plan is the "HomeShield Plus, " expiring April 2022. I pay a monthly premium of $132.99 (Exhibit 1). I have always paid my monthly premium on time. My plan covers Pipe Leaks (Exhibit 2).

On June 1, 2021, we placed a service request for a Pipe Leak (AHS Service reference number [protected]). Water was leaking through a closet by our front door and causing secondary damage (Exhibits 3-service request, 4-picture, 5-picture). For days, we called AHS repeatedly but they kept assigning different plumbers who did not visit, while the pipe continued leaking, even after the order was changed to the "expedited" status. Every time we call AHS, it takes a long time to reach a Representative. On June 11, 2021, 10 days after we placed a service request, AHS agreed to allow us to call a plumber directly. We managed to arrange for a plumber (CJ Plumbing) to visit my home and stop the leak that was causing secondary damage. The plumber's emergency visit fee was $250 (Exhibits 6-approval, 7-invoice).

The next step is for the leaking pipe to be replaced. My plumber has quoted $1200 to replace the leaking pipe that runs up to the attic (Exhibit 8-repair of leaking pipe). My plumber, at my urging, has called AHS' "authorization department" three times, on June 25, on July 5, and again on July 13, 2021. Yet AHS refuses to authorize the repair of the pipe! AHS absurdly argues that at the end of the pipe I have a humidifier connected, stating that the plan does not cover humidifiers (Exhibit 9-claimed limitations).

We have called AHS many, many times, as has my plumber, to argue that what I place at the end of each water pipe - be it a fridge, a dishwasher, or a humidifier - is my business. The only thing that needs to be repaired is the water pipe, which my plan covers, not an appliance. The plumber has no business with my humidifier, or any other appliance.

AHS' authorization team will not talk to me, insisting it communicates only with my plumber. My plumber has run out of patience. He does not want to call AHS for a fourth time, saying that "they do not want to listen to what the problem is". I am fed up. I would like to know my rights and request mediation.

Please advise.

Thank you.

Fernanda xxx and Alberto xxx
Owner of 1636 Forest Ave, Wilmette, IL 60091
American Home Shield policyholder, HomeShield Plus contract number [protected]
Please contact me by email at [protected]@hotmail.com or [protected]@gmail.com

(Attached are 9 exhibits)

I would like for someone to contact me that can discuss my claim. I've talked to several of AHS representatives, and they all are giving me the run around about my issue. I don't know if there is a language barrier that is preventing communication to resolve this matter. I feel like the representatives do not understand what I'm conveying to them. Every time I call I'm getting different resolutions. None of the solutions are solving getting my air conditioner fixed. Each call I have to start from the beginning in explaining my issue. Most of the representatives have been really nice, but some have given me the impression they do not care, and they just want to get me off the phone. Two of which literally put me on hold, and dropped the call. I'm really concern about the level of customer service that I've received from Home Sheild on this warranty issue. The past two times I've used this service, I did not have this problem.

Explanation of the issue:
My dispatch # is [protected].
The dispatch # is for a second opinion I requested. I had concerns about the first opinion from Island Breeze (7/26/21) because the gentleman that came out to my home tried to up sale me on a part that I knew I did not need. I explained to the representative after the visit that the company was very unprofessional, and that the guy they sent out only checked my inside Ac unit for about five mins. He never checked my outside unit. After which he basically spent 20 mins trying to sell me on additional parts I needed to purchase. I did not feel comfortable with that gentleman and the diagnosis that he gave Home Shield. Honestly I found him to be a little dishonest. As result, I requested AHS company send out a second opinion.

The second opinion was completed on 7/28/21 by Comfort First. This company came out, they throughly checked out the unit, inside and out. They concluded that I do have leak in the coil unit. Island Breeze also stated that same issue in their report. But as I suspected, the second company did not conclude that I had a P-Trap violation that the other company claimed I had.

I called AHS on 7/28, and a representative explained to me that since the diagnosis was the same as the first, they were going to give it back to the original company Island Breeze. I explained her that that was incorrect. The diagnosis was not the same. The reason I requested the second opinion was due to that company claiming I had a Ptrap violation. The second company clearly did not find that to be true. As result their diagnosis were different. I also explained that I do not want that first company Island Breeze back out to my home. That I do not feel comfortable with the gentleman as result of his dishonest behavior. Instead I would like the second opinion to complete my work. The AHS representative at that time explained that he would get it approved for the second opinion to complete the work, and that someone from home Sheild would give me a call back. I never got a call, so I called back on 7/29, I was told that it was still going through authorization, someone would give me a call back. No one called, so I called back 7/30, I was told by another AHS representative that it was approved, and that I needed to contact Comfort first and schedule the repair. They explained my portion of bill that needed to be paid. I called Comfort First, they explained to me that they had not gotten authorization. I called back to AHS and spoke to a Julie that explained to me that my request was never sent back to authorization, and that she would send it back to see if the second opinion (Comfort 1st) could do the work, instead of Island breeze. She said she could not guarantee. I requested that she have someone to give me a call. I'm reaching out via this format, because I really don't have confidence that this will still be handled. My air conditioner has been out for two weeks, and I still do not have this repair scheduled to be fixed because I'm waiting on AHS representative to send my info authorization. I so frustrated with this process. I have a 72 year old disabled mother, and she can no longer sleep in her bed because we do not have air conditioning in her bedroom. Help please!

On April 12, 2021, I contacted American Home Shield to report two separate issues. The LED light on my oven was not working and my built in microwave turntable motor was out. AHS charged my debit card for the $125 deductible and scheduled a contractor to come out.

On the same day, I made a second contact with them regarding my AC unit . It was making such a loud noise (wamp wamp wamp) that my neighbors had mentioned it to me! I was charged another $125 deductible and a contractor was schedule to come out.

I was assigned to M&M Air Conditioning. I called them on April 14, 2021 as instructed. They did not respond.

I once again contacted AHS. They reassigned my repair to Greenway Home Services.

On April 30th, Greenway Home Services sent a repair man to look at my AC unit. He stated that he was not authorized to fix my AC unit based on the "wamp wamp wamp" noise because technically it was still cooling. He said I would have to wait until it dies and then call in for a repair. I explained that I have both a heart patient and a COPD patient living in the home and the heat could be deadly if it goes out and I have to wait two weeks for a repair. He stated there was nothing he could do. So I essentially paid $125 for nothing.

On May 3, 2021 Byron with C&C Appliance Repair came out to diagnose the problem with the stove and microwave. Byron stated that the oven was no longer manufactured and the part could take a while to obtain. He assured me that he would keep in touch with updates.

I called Byron of C&C Appliance repair using both phone numbers I have on file with him on the following dates and he would not answer his phone, nor would he return my call:

May 20th
May 24
June 6
June 10
June 21
June 22
June 28
July 7
July 15
July 20

I called AHS on the following dates to request a status update and to request a new technician for the dishwasher: (Please bare in mind that I was placed on eternal hold for every call)

May 20th
May 24th
June 6th
June 10th
June 21st
June 22
June 28
July 7
July 8
July 20

AHS representatives from outside the US have told me the same thing every time. A.) They understand my frustration. B) A person from escalation will return my call. or C) There is no manager/supervisor to transfer me to.

I have yet to get a call nor have they fixed the problem. Neither my stove, microwave, nor air conditioner have been fixed. But you can bet I paid the premiums and deductibles.

AHS seems to be avoiding upholding their end of the bargain.

According to Webster's Dictionary, the definition of fraud is the following:

deceit, trickery; specifically : intentional perversion of truth in order to induce another to part with something of value or to surrender a legal right.

I have paid all of my premiums, as well as the deductibles. AHS and their vendors have not reciprocated with the service I paid for. This reflects badly on AHS and their vendors who agree to take part in this apparent scam.

The sad part, is that I would think most people like me, who subscribe to a home warranty likely do so because they cannot afford the sudden large expense of a costly repair bill.

Sadly, I will be filing a second complaint regarding the current AC repair My AC did finally go out, and I have had no AC now for 6 days in 90-98 degree weather with high humidity. But that is another AHS issue.

I would like the problem resolved.

As of June 26, there have been 4 attempts to service the A/C have done recalls for a tech to come out to look at the HVAC system as of today in three degrees my home is without A/C. We are loyalty customers for over twenty plus years; within this time frame the HVAC has been worked on parts replaced and etc to get it up and running. This has been an ongoing problem with the HVAC system either we're without heat for weeks in the winter and/or A/C during the summer months; as stated above this has been the longest with out A/C in the home and multiply repairs has be done and nothing seem to be working for only a short period of time; lst service stated needed a part; weeks passed with calling following up on the A/C, therefore, was told the HVAC system needed Freon, in which we paid for this; the A/C only worked two days over the weekend; done a recall came out on Monday looked at it and the Tech stated it was working; when in fact it wasn't; the house remained btw 89 and 90 degrees; no air coming from the vents; called the same day and stating the A/C was not cooling the house; have done several recalls; called and was placed on hold for 2 hours before I hung up. My complain is the HVAC system needs to be replaced all the repairs possible has been done on this system which is over twenty years old; I am totally confused why this simply cannot be done when the investment in this home warranty insurance for the replacement as needed of unrepairable appliances in the home. When I call headquarters I was asked if I had hired a another company to come out to inspect the HVAC system and as from the numeral repairs on the HVAC system it will be replaced and transferred to an agent in consumer services to schedule another appointment, this I had already done; and we will have to pay for the a compressor and Freon; explained that we have already done, the agent JJ continued to say a service has been put into for 8:00 on Thursday. Therefore, it appears that this home warranty has no intentions of replacing the HVAC system and wanting to continue to request funds for services and recycle parts and/put bandaging the HVAC System.

i pay this company every month for services that we do get my microwave and stove top has been out since July 9 2021, i sent a request to AHS for services on these items, they sent me to a company call LA appliances for the service repair and of course they did not keep there appointments finally they told me to do a self diagnose over the phone thru video. i told them i will not do that i am bust at work and that i why i pay them to do this, so AHS switched me to another contractor, and guess what the other contractor ricks appliance serves was even worse than the first one. so i contacted AHS again sand they started to give me the run around leaving me on hold sending me to different people starting to question there customer service i am looking into another services company that i hope does a better job!

If needed, I can provide a detailed account of the following:

The Background in Brief:
We opened a claim on 6/21/21 for a failed Water Heater. The plumber came promptly, and AHS initiated the order for the water heater replacement.

There were complications related to access because modern water heaters are configured much wider than the older models. The newer water heaters would not fit through our access door. I understand that AHS does not cover access-related issues. Additionally, the plumber indicated code requirements triggered the need for certain modifications, also something AHS does not cover, at least for our policy. The total for installation would be anywhere from 3000 to 4000 dollars. I understood from our contract that AHS would only cover the replacement of the water heater and a very small portion of these installation costs. After some counsel and consideration, we decided to study alternatives: a recirculating pump, or a tankless water heater, or hire a contractor to resize the access. Meanwhile, I decided against using the plumber sent out by AHS because he either did not have time or for other reasons failed to send to me the promised breakdown on costs he said were necessary because of code changes and access issues.

The Complaint:
The complaint centers on the lack of timely response on the part of AHS, the multiple promises that were made that someone would be getting back to me within 24-48 hours (almost ten times if you count the number of times this happened to my wife, and the number of times it happened to me).

This is obviously a special case scenario. And I think this contributed significantly to the frustration when dealing with representatives for whom English is a second language, and whose tonal language affects their accent in such a way that the minute we get past simple pleasantries and have to deal with technical issues, it becomes almost impossible to carry on a conversation. But that is only an irritation, here is the complaint.

For the reasons explained above, I decided to exercise a cash-out option. So I called to cancel the order for the water heater, and initiate a request for a cash-out. This is provided for in the contract, and so I expected this to be something easily understood.

I was told the cash-out authorization department would get back to me in 34-48 hours. I assumed the representative understood my request to cancel the work order.

About four days later, having received no call from AHS cash-out authorization department, I called to check the status.

The status indicated they had not canceled the order for the water heater and referred me to the plumber for any questions. I elected to speak with a representative.

The representative listened as I explained my situation, but I'm never really certain I'm understood. I tried to clarify: cancel the work order, I'm not going to use the plumber on record for this job. Cancel the order for a hot water heater, I'm looking at alternative options. Please initiate a cash-out on this claim.

I was told the work order would be canceled, and that the cash-out authorization department would get back to me within 24-48 hours to discuss what AHS would offer as a cash-out. I explained this had been said before, but nothing happened.

After about a week, we had heard nothing from AHS, so I called again. This time I was very upset. However, when the representative informed me the reason I had not been called was that the cash-out authorization department had not yet received the request, it was more than I could bear. I became angry and expressed that anger to the representative, assuring her it was not a personal matter between us, but that we had at that time been without hot water for something like a month.

Meanwhile, I could not wait for AHS any longer, we had been using our friend's showers and then laid out over $169 for a camping shower system that was extremely inconvenient to use. Tiring of waiting on AHS, and having decided to go with a tankless water heater, I hired a plumber and proceeded. These are significantly more expensive and there was a significant cost to install because the gas line had to be extended and so forth. But it came out far less than the [protected] dollars the AHS plumber wanted to charge us.

So, I called AHS again, and I discovered they did finally get the message to cancel the work order and cancel the water heater order. And, finally, the request for cash-out authorization had been received by the proper department, but that they had not yet acted on it. This was over a week after my latest conversation with them, see above.

I decided to call AHS sales, because I figured then I would talk to someone who actually speaks English as a first language and so I could be assured at least that I'm being understood properly. I was correct. I had asked for an avenue to issue a complaint, to speak with a supervisor, etc. multiple times and could get nowhere — always it's someone will call you in 24-48 hours. And no one does.

This sales representative gave me an address my attorney could use to file a notice of intent to litigate this matter in small claims court.

Meanwhile, I thought I'd give it one more effort to rectify this with AHS.

I called and spoke with a representative named Jonah, or Jona, and about a minute into the conversation, the line became garbled and lost the connection.

I called back, and a call came in from AHS while I was calling, so I disconnected my outgoing call to receive the incoming call, and nothing. No sound. I did the Hellooooo thing a few times and disconnected.

Called back, left a message to receive a callback. When the call back came, I answered, and no one was on the other side of the call—silence.

Called back again, left a message to receive a callback, and when it came, I spoke to Rose. Rose assured me the request for the cash-out option had been received but not yet approved. She explained she would approve it. I was surprised but hopeful. As we began to conclude the conversation and she was talking about initiating the "work order" I told her I did not think she understood me. I explained I'm not going to use the AHS plumber, that I was going to choose my own plumber. Fearing I would only complicate the conversation yet more if I attempted to explain I had already installed the tankless, almost sure she would say, oh, good, then it's all done, I stayed within what I hoped would be understood. I told her I want to take the cash-out option. Then came the fateful reply: okay, someone will get back to you in 24-48 hours.

So, that's where it stands right now. But I'm tired of waiting 24-48 hours, so here is what I've decided to do.

American Home Shield has 24-48 hours beginning Monday am, to get back to me with a cash-out offer.

We put in a service order with AHS on June 8 and still do not have the repair. Presumably the ordered parts were to arrive July 9 it never got to the technician. I have been calling everyday to try and solve the problem but in get "customer service representatives" who are of no help. They tell me they have to emAil the parts department but every day they have no answer. I have asked to speak to a supervisor and have been denied. When I call corporate office it takes me back to the same people I had been talking to. They do not care about our inconvenience and no higher ups will talk to me.

On June 9th i made a service request for an a/c technician to come out. He never made it over and i eventually canceled the request. Fast forward to now, i am trying to make a service request for something unrelated and I'm unable to because of this "service fee charge" that never even happened. I was told by one of your employees to go ahead and make the payment so it will show in the system, I was also told that i would get my $100 back. I need this fee removed from my account so i can move forward with my plumbing issue.

I filed my claim on May 27, 2021. I was assigned a service provider and they found I needed a new A coil and condensing unit. It is now July 22nd and I still have no AC. None of the customer service reps have a clue as to what is going on. They are apologetic but basically worthless at resolving or even investigating the issue. The tech company assigned to install my new unit has investigated themselves and found that AHC ordered the wrong parts and they were sent to Ohio in June ( I live in Kansas). So basically the correct parts have not even been ordered and I have been without air for almost 60 days. Ridiculous.

Cool Factory came to my home on behalf of AHS to determine the problem iwth the A/C. I called AHS about the A/C repair or replacemnt and I was told that the AC unit at my house had been replaced and repaird by Cool Factory.
I told the customer service persons (called AHS 3Xs) that Cool Factory never returned to replace/epair my AC.
I called Cool Factory and told them that AHS falsely claimed that Cool Factory replaced my AC unit. Cool Factory blamed AHS and stated that Cool Factory did not tell that lie to AHS. I told Cool Factory to immediately contact AHS and correct the problem ASAP. Cool Factory did not correctt the issue.
I recently 7/19/2021 received a project completed document from AHS indicating that my AC unit was replaced and repaired by Cool Factory.

I am going to call the police on Cool Factory and on AHS and file a fraud criminal activity charges against both Cool Factory and AHS if this problem is not resolved ASAP. I conveyed this fraud complaint action to Cool Factory. I asked them to cancel their order request. Cool Factory staff was rude and told me to cancel the order
Once I file the criminal fraud activity on both AHS and Cool Factory companies I will file a law suit against both parties and file a complaint with the local consumer protection agency and the US Consumer Protection Agency. This horrible serve by AHS and Cool Factory has been going on since June 2, 2021 I want this problem resolved ASAP
Theresa Newsuan
9205 Linden Grove Court
Silver Spring, Maryland 20920
[protected]

I been with the company for 3 month get the runaround from all agent and 2-3 hours hold to get nothing fix and they collect the service fee each time, when the electric company it says not reparable it need replace they ask for second opinion the second company said replace they asking me to get another company for another opinion. they are rep off company.

I can proved videos for my ceiling fan how loud is it . it make a sound of an airplane.

Our first call to AHS about our dishwasher leaking was on May 28, 2021. We have had 5 appointments scheduled.
1. first one was June 4, 2021 with Ben. He said it was fixed, but when we used it it still leaked.
2. June 12th Second appointment was with Ben. He did a couple things, said it was fixed. When we used it it leaked even worse.
3. Third appointment on June 26 Was also going to be with Ben even though I asked for a different technician. After waiting hours for him, Sears called and cancelled because he was sick.
4. Fourth appt was with Joseph on July 1. He ordered some parts because whatever he did caused the Dishwasher not to work at all.
5. Fifth appointment onJuly 17 to install the new parts. After waiting for him Sears called and cancelled again because the truck broke down.
After five appointments we are still without a dishwasher. We asked to talk to supervisor but Adrian at AHS first said we couldn't, then said he put in a request for us to have a supervisor call, but no one ever called.
We think after waiting for 2 months and 3 tries to fix what seemed like a simple problem to start with and now our dishwasher is not working at all, and 2 cancellations from Sears, it is time to get a new dishwasher.

I have trying to get my dishwashers fixed for over 2 months. I keep getting told that they haven't received the diagnostic report. There is no parts available to fix the dishwasher. I have sent the diagnostic report and so has Sears. I need a new dishwasher!

May 25th called for service request on LG refrigerator. Display panel and ice maker were inoperable - therefore food was spoiling and we could not set temperature. Display panel was taken away to be rebuilt by AHS for 2 weeks (unsatisfactory refrigeration during this time). After replacing panel and ice maker they still did not work. Then repairman replaced a computer board at back of fridge and still nothing worked! He left and I heard nothing else until I contacted AHS. They assigned another repair company who were no-shows . Finally they sent a 3rd contractor who asked me "what was wrong"! He looked around a bit and left too. I heard nothing from them or AHS. SoI have been calling 3/4 times a day to AHS for the past 4 days without success. I have been left hanging on phone for hours - cut off - told lies and have now contacted BBB to get help as well as yourselves. I am an officialhealthcare provider with a handicapped/disabled daughter in the house with inadequate refrigeration and no way of contacting AHS to get a reasonable resolution. At th time of writing I have also mailed out 2 letters to the CEO of AHS for all the good it will do. If I am not contacted with a reasonable resolve then I will be forced to seek help at Small Claims Court. My contract Number is [protected]. Thank you. Judith Karim

DO NOT PURCHASE AMERICAN HOME SHIELD! YOU WILL REGRET IT! It took them 7 months to finally replace my range. They had the contractor look for the parts. When he couldn't find the parts, they still did not want to replace it! The fought me on it! After writing a post on Twitter about it and my A/C which has had a ticket out on it since 9/2020 (which still has not been fixed) they decided to replace it. And..they were supposed to refund me the $100.00 deductible that I paid. And...I still haven't gotten that yet. They said that it is cause of the pandemic there is a delay on appliances. I'll take that excuse but why hasn't my A/C been fixed yet? It's almost been a year! Their excuse was that they do not have a contractor who is insured to go onto the roof. So..they closed out my claim! I paid a $100.00 deductible for this service! AHS needs to find someone to fix my A/C unit! I have been calling them every week for the past month! Now I'm writing letters to the BBB, OAG and everyone else to light a fire under their [censored]! I even have an attorney involved at this point! I'm over it! They take your money out of your account every month and provide you with awful service! Don't waste your money on them because all of your time is going to be spent on the phone trying to make them do what they are contracted to do! Seven months to replace my range! Ten months and the A/C still isn't fixed! DON'T WASTE YOUR TIME, MONEY AND ENERGY INTO THIS COMPANY!

June 2021 the fan quit, June 16th "sensible comfort HVAC" was assigned.
Dispatch ID: [protected]

A few days later they came out and announced it was a specialty fan with mounting brackets welded on, generic would not work, 1,000.00.

AHS decided to find one. It is now July 15, "30 days" out in July, and AHS cant say when it will be fixed.

I call every day and they are always sorry but cant give repair date

I cancelled two of my policies at the end of March 2021 via a phone call. I continue to be billed with the last billing date of June 15, 2021. I have made phone calls to request this matter be taken care of and on 6/29/21, the accounts were cancelled at an additional charge to me of $46.

The reason for my cancellation was due to AHS not providing a plumber who was able to fix or replace a water heater. This left my tenant without hot water was weeks. They refused to provide a new referral for a plumber. Even though the assigned plumber did not return emails or phone calls with either AHS or me. At the time of my phone call at the end of March I asked to speak with a manager and the agent refused but yet agreed it was unacceptable to ask anyone to live this long without hot water. I requested that both my rental property contracts be terminated. Soon after my request the agent terminated the phone call. As indicated I continue to be billed.

As for the water heater I purchased one myself and had it installed by a local plumber. AHS did reimburse $664.08, though the cost to me was over $1000.

During my conversation with a representative (Mary) on June 29, 2021 I was assured the matter of my reimbursement would be looked into and I would receive correspondence. I explained my cancellation phone call was the last phone call in March 2021, and that I have no control over what the agent puts in the notes.

As of 7/13/21, no call has been received and again my phone call was transferred to the retention department. These phone calls are recorded and logged so there is no reason why my request has taken so long to review and my reimbursement processed. I again explained the above information the retention agent (Paige) on 7/13/21.

At the end of my conversation with Paige, she indicated a manager would contact me within two business days. I explained this was the same answer I received from Mary on 6/29/21 yet history AHS would lend otherwise. I explained I would be filing this complaint and she thanked me for my patience as I spent over an hour to speak with her and receive the same answer as I received on 6/29/21.

I have the platinum plan, which I've never used before attempting to do so on June 17, 2021. I called multiple times and after finally getting someone out. It took over two weeks for someone to finally come out and check out the problem. Even though, I have the platinum plan, I was told that in addition to the $109.00 service fee on top of my regular payment, that due to the inside unit having holes in it, that I would be required to pay an additional $1500-$1600 in fees for Freon. I was quoted an outrageous price for Freon and was told that I would need more pounds of Freon in my A/C unit than the unit's capacity. To this very day, no resolution. I live in Arkansas where there are extremely hot temperatures. This company's action or lack thereof is unreasonable and bears a close resemblance to a SCAM! AHS is very good at collecting money, but no good at backing their service agreement/claims. Please help me to get assistance in requesting that AHS honor their agreement as advertised.

Carolyn Harding
contract#[protected]
Warren, AR 71671