American Home Shield [AHS]
reviews and complaints

I am NOT a happy customer with AHS! I called you on Monday, got the name of the contractor, tried to call him several times, LVMs, and emailed me him to no avail. I tried a couple of times on Tuesday and finally got him on the phone. He told me he could come out to my home on Wednesday, and then said he forgot he may be tied up then. I asked if he could come on Thursday and he said YES! I will me there about 9a. m no later than 10 a.m. I have waited ALL day, to no avail.. I tried calling him many, many times, LVMs a few times to no avail. I called AHS and GOT NOWHERE!
First of all I got a telephone operator who did NOT speak good and clear English and was told I had to wait on this contractor to come today to which HE NEVER CALLED nor did HE SHOW-UP. I called the 833 number at 1650, got another operator who did NOT speak good and clear English and was told I had to let this contractor come because AHS does NOT have another contractor in my area. I tried to explain to her, I have breathing problems (a lung condition), it is HOT here with a heat index around 109 or so. I also have a heart problem and getting hot, SOB and upset is not good for my heart nor my breathing. She did NOT care about my condition or my safety or comfort. I begged her several times to speak to a supervisor and was told, the supervisor would call me back in an hour or so. She put me on hold, after 18 minutes on hold, I got disconnected. I am still at this very time waiting on that CALL.
I have paid for this service in full, up front for the last 2 years. ONLY used you once and that was this winter when my heating system went on the blink in the middle of a snow storm. I was very please with this contractor. He was very professional, friendly and respectful and caring. I also paid the deductible you asked for for this service call the day I call June 21st. You have all my monies and I am getting the worse service EVER! Or NO SERVICE AT ALL! This is no way to do business.
I need someone (with authority) to call me ASAP! Called again this morning, got no where. My air is still not fix and AHS does NOT care! They can't even reach the contractor so how am I suppose to reach him. This is no way to treat a customer or a HUMAN! AMERICAN HOME SHIELD SUCKS! I am very upset with this company and would NOT recommend them to an ant!

I called to file a claim because my air conditioner was not getting cold. I was given a company that could not come out for over a week therefore, I called and asked if they had any other companies in the area. I was told yes and once she looked into it she said that they would come out tomorrow between the hours of 10-12pm. They first company was May Heating and Air and the second company was Reliable heating and Air. At 1:45 I called and was told no one was scheduled to come out today and that information was not in the system. They claim the calls are recorded and I told them how long I had been on the telephone, date and time. At that point I told them to just cancel the contract because this is so unprofessional, I pay them monthly, I paid the service fee and on top of that took off from work. How much money and time am I suppose to lose because of them being incompetent. It only gets worse after I get Ms Tiffany on the telephone and she reported well you should have just waited for the original date that is what I would do. I didn't know she was paying the bill, therefore I told her just cancel the contract because I don't care to deal with this company ever again. She reported I will be charged $13.80 because that is in the contract. I asked about my $100.00 service fee for no services rendered and she said you can get that any time. I am not sure if they will send it at all there may be a possibility I disappear out of the system therefore I am disputing the charge with my bank. I am not sure what should happen to this company other than refund me my money and and stop taking advantage of people and go out of business. This will be the best thing that can happen for them and the community looking for good service.

Below are all calls I made to AHS. AHS has not called me once.

6/16/21 - 8am - Requested service for Central Air Conditioner/not working.
6/17/21 - 8am - Told to call back in 4 hours.
6/17/21 - 12:24pm - Told to call back 7:30 tomorrow.
6/18/21 - 7:45am - Told still looking for a contractor. Supervisor to call me back.
6/18/21 - 11:30am - No call from Supervisor. Told being submitted for me to find a contractor and get reimbursed. Told to wait for a call.
6/18/21 - 3:00pm - Called to find out why they charged my credit card (normal service fee) yet have not provided me a contractor. I begged them to let me find a contractor then they could reimburse me. Was told if I let anyone look at my AC it could negate my warranty.
6/18/21 - 4:40pm - Same Line; "looking for a contractor"
6/19/21 - 1:45pm - Same Line; "looking for a contractor"
6/20/21 - 1:36pm - Same Line; "looking for a contractor". Told it will be Monday before I get a call.
6/21/21 - 10:36am - Same Line; "looking for a contractor". Told my request was being sent from dispatch to another department and it will be 24-48hrs before a contractor calls.
6/22/21 - 3:35pm - Called sales line. Gentleman seemed sympathetic and bewildered that I haven't heard from AHS. Gave two numbers to call and said to ask for a supervisor. Called both and get the same message.
6/22/21 - 3:50pm - Same Line; "looking for a contractor". Talked to a representative who could not switch me to a supervisor.

Agreement # [protected]

March 2021 complaint filed about washing machine not draining.
Ams sent out contractor accord appliances who sent a guy who seemed under qualified for the job. 4 visits later (June 14) without any progress, AMS orders a diagnostic video, sends out accord appliances again, they look at the washing machine, make a diagnosis, send quote to Ams, 3 weeks later (today 6/21/21) I go online to see the status of my claim and it's logged in as "completed". Really? I paid the $75 claim fee and got nothing back? Wtf are they good at besides taking money?

May 20, 2021 Wayne Powell (phone [protected]) arrived 2:40 p.m. By 3:12 p.m., he still had not figured out which part was causing problem. Said he is ordering parts (plural!)---although he had no idea which part was needed.

May 24, 2021 Wayne Powell was here 10:00 a.m.-12:45 p.m. We used dryer immediately after he left: result dryer ran about 25 minutes before it overheated and stopped running.

May 25, 2021 I called Wayne Powell, who arrived at 1:15 p.m. He said he will go to Dallas to get a fuse. Said if fuse doesn't fix the problem, he had no plan. I asked if he had contacted the manufacturer. His response was "I won't call them because I know as much as they do". How incredulous that he would make such an inane statement!

May 26, 2021 Wayne Powell here 2:00 p.m. to 3:15 p.m. We used the dryer as soon as he left. IT OVERHEATED AND STOPPED RUNNING AGAIN!

May 29, 2021 I received an email from American Home Shield, "How did we do?" Simple answer: dryer is still not working.

May 31, 2021 received a second email from American Home Shield, "How did we do?" Answer: same answer--"Wayne Powell DID NOT REPAIR OUR DRYER."

June 1, 2021 someone from AHS called to ask if Wayne Powell was at my house at that time. I assured that person Wayne Powell was not at my house nor will he ever again be allowed into my house!

As of today, charges by AHS have been assessed on my credit card in the amount of $358.54 ($63.87 on May 20 and $294.67 on May 24). Both of these charges cite PROCONNECT HOME SOLUTIONS, MEMPHIS, TN.

PLEASE confirm receipt of this information and date on which I should see this $358.54 removed from my account.

Olivia T. Lewis
4217 Dawn Drive
Benbrook, TX 76116
[protected]
[protected]@gmail.com

Since having American Home Shield, I have had nothing but headaches. All the phone calls are routed to the Phillipines, which is no assistance to me. It appears that they are reading from a script regarding any issues. The customer service reps repeat the same thing each time you call. The only time you can get to a United Stated rep is saying I want to cancel my contract with American Home Shield. Even by saying that it still huge resistance from the Philippines reps. I feel that having all these phone calls transferred out of country is a disservice when there is no resolution to the issues at hand. I have a plumbing issue and Infinity contract services came to my property on 18 June 2021, and my plumbing issue is still not resolved.
Please note if you disagree with the contractor, the contractor can also delay the issue getting resolved in a timely manner or not getting resolved at all. Which then you can get a second opinion, however that is a another delay of getting the issue resolve. Not to mentioned, when being transferred to the Philippines and there are all not experienced to handle customer service issues or complaints.
As a payed customer if I experience issues from a contract vendor then I am still forced to wait for a diagnosis to be completed from a company that I am having issues with is not beneficial to the paying customer. Some of your contract vendors are the worst.

Parts not order when told by customer service. Customer service told me that parts was ordered on 6/14/21. When contractor told us parts was supposed to be in on 6/17/21. Called your customer service and was told again that parts were ordered on 6/14/21 and was transferred to the supply office where I was told the parts were never ordered and it was going to be ordered today. I have been given the run around for over a month. This is poor customer service and when you ask to speak to a supervisor there is never one available. I need to speak with someone within your corporate office who can assist me with getting the parts expedited and get my ac up and running. Thanks. Zina Savage [protected]

Super disappointed in American home shield, and there are complete lack of training. I have been given so much miss information from different reps each time that I call. I've been trying to get everything fixed since June 1. It is now June 18. I have two accounts on the same service address that should not even exist, I've been over charged $300 on an account that had a contract canceled. And I've now been charged on the pending account that supposed to exist, but I can't get anyone to follow up on fixing the billing issues any the account issues. I'm not even able to access the actual account, and according to their reps, The technical issues that are preventing password recovery have yet to be fixed. This has been going on since last month. So unprofessional.

My contract number is [protected] and address is 202 W Grigsby St Pulaski, TN

I place a service request in on Monday morning June 14 for an air conditioning duct. Throughout Monday and Tuesday the request was listed as no company assigned to the issue. On Wednesday morning about 10:30 AM after 48 hour I called to request authorization to get a contractor and get reimbursed. I was told I needed to wait a couple of hours and call back with the dispatch number [protected]. I did this at about 1:00 PM. When I called back with the dispatch number I was told I would have to talk to dispatch and they would call me back within 24 hours.

I feel I am being given the runaround. Your contract says a provider is usually assigned within 48 hours of the service request. Since you can't find one the obvious thing for you to do is authorized me to get a servicer and get reimbursed. Why is this not happening?

I have three properties on my account if this is the way I am treated when I need service I need to reconsider the company I use.

I am also filing my complaint with the Tennessee and California Attorney General.

I requested my dryer to be fixed that i had under warranty. I was charged $ 125.00 + tax which i questioned and asked for a supervisor to contact me regarding the tax cause my other property i have always paid the flat service charge. No supervisor ever called me back still to this day! i paid the 125.00 + tax which came to $ 136.56 . Ahs sent out a&e which i guess is sears and the guy said he would have to order a part and that it would take a week. After not hearing back from anyone i called ahs and a&e both tried to blame the other for part not ordered. I was so upset and they said they would resend someone no charge. But then was sending the same company a&e whih i questioned because the gut at ahs said that they had alot of problems with a&e i said then why send them back out here again. The evening before i called ahs telling them it made no sense to resend same company that did not do what they needed to do. I did not have time to wait a week for part to be ordered. But again all l got was excuses and sorry . I took off work now for 2 full days to let the same company tell me same thing. The second guy first thought it was the motor but then said no its the switch that needs to be ordered. I told him i did not have time for him to order the part that we were moving. And that i had been out of dryer for weeks and that it was ridiculas! he called his supervisor and his supervisor told him to do work order as if they didnot come out. I called ahs and was told i would not be charged for june on both my accounts and that i would get my money back that i paid for service fee but still have not. When i called to cancel both contracts they didnt want to let me talk to billing department. Which was strange. I told them that i could of bought a new dryer and washer with money i lost letting them send out incompentant companies to repair dryer. That the reason i have warranty is to get service in timely manner and not to be put out of work / lose more money! still i requested supervisor to contact me but no one ever has to this day. Also, my other property in may i had toilet leak and paid 2 $ 125.00 service fees 1st one no one came out and i had my husband fix hose. But then i called back to request them to come look and paid again this time that company cancelled on me. So i called ahs and twice they said for my toilet i would get both my 125.00 back in my bank account. Total of $ 250.00 . Still not in my account! then after cancelling i was charged for june on my one property ! so as of now ahs owes me june payment, 2 service fees $ 125.00 each and $ 136.56 for service fee for dryer that part never ordered . Also, i shouldn't be charged for month of on either property cause i could not get service at all on either ! i am out money and stuck with broke dryer. I spoke with tonya, ping, mars with ahs. The guy from a&e i dont have name but they gave me his id # 784249.
Lisa estepp

I am a real estate broker and I'm disappointed in the lack of communication and follow up with my pipe leaking. I made an original service request on 5/17/21 for a leak detection from my dishwasher. On 5/19/21 Joe from GE Appliances came, and he couldn't find the leak. On 6/7/21 my light fixture in the basement started leaking I called AHS and someone from Brickstreet Plumbing came on 6/11/21 the tech found the leak from the drain pipe coming from the dishwasher to the disposer. I had to make this technician stay until the dishwasher completed a wash cycle to find the leak. He was very anxious and stressed he stated he has 12 appointments a day and he needed to leave within 10 minutes of the start of our appt. He found the leak and said he could not fix the leak because he said I needed to call AHS to get the part ordered and have the dishwasher tech come back out and install the new drain pipe. Since 6/11/21 I have called every day with no solution, I've requested a call each time from a supervisor, and no one has returned my call. Each time I have called the calls and holds are over one hour with no solution.

How can I have any confidence recommending this warranty? If this is the experience?

Jenny Lopez account #[protected]

I have been trying to get my washer and dryer repaired for going on 3 months. I have called AHS multiple times for weeks and keep getting the same story. They blame it on the repair company by saying they need to have the repair company notify them. The repair company then says they have notified them but need AHS approval. So nothing happens. It appears that is the plan. To take so long that you finally get frustrated and just have it repairs or buy new products. In the contract is says they will repair or replace. It just doesn't say how long that will take. How long could you be without a washer, dryer, refridgerator, stove or A/C? If any of those broke down I could get someone out and have it repaired or replaced in a few days no matter what it was. I will be curious to see if you reply to this to show me how good your customer service is. If it anything like the service so far I expect not to hear from you ever again. My number is [protected], Wayne Spencer

I have been charged for a service call that was cancelled. June 7 was the date.
I have called three times to have a credit issued to erase the $134. but have not been able to get it done.
There were also two charges by your company to my bank account in May for
which I have been unable to get an an explanation - one for $17.58 on 5/21 and one for 9.57 on the same day.
Your telephone agents are most frustrating. They are challenged to speak
readily understandable English and not equipped to handle routine problems.
I am no longer comfortable with your company having the authority to debit my bank account.
I was so upset with your service at my home at 8948 Challis Hill Lane in Charlotte that I switched to another provider in April.
The charges above relate to contract no. [protected]. If you cannot provide me with a prompt response to this email I will switch this and my other contracts to a different provider.
Thomas Mahoney.
[protected]@aol.com

Help help help! Called on may 15 for service on my ac. May 16 a-tx express came to home said I have choice pay 1600.00 for freon or by new 3 ton unit for 2900. Oo. A-tx express fraudulently put in a 2.5 unit instead of 3 ton unit. They mislead me, lied to me, sold me a lemon and
The owner of a-tx express named clark was the person that gave me the offer. I payed 2, 900.00 for new unit. I have requested receipt twice. My ac unit does not work properly and the instillation is not proper. I was told by austin air that the pipes in my ceiling were not properly installed and I could have water coming through ceiling if there is back up. I ac unit rattles and makes loud nosises and does not cool properly. Please contact me I have tried 10 times to get corporate number for american home sheild each time I am told by customer service of american home shield they do not have. Please call me to resolve matter.
Act #[protected]

I reported my AC broken at the end of May. Today is my 17th day without any air conditioning in Las Vegas in summertime. The agents can't transfer my to a supervisor. Requested callbacks happen approximately 20% of the time. They're trying to charge me 80 dollars per pound of Freon instead of covering the cost to convert the system to different coolant.

I have called numerous times to AHS since March of 2021 to let them know that Ukon Appliance left me waiting after taking a day off to complete a service request (igniter replacement). They never showed up. I have called AHS time after time and never received a call back from anyone to resolve this issue. I am now being told that I have to submit a new service request and pay the service fee because Ukon Appliance said they completed it and this is not true. AHS is believing Ukon and not me. Why would I keep calling if my oven was fixed. This is just unacceptable. I have asked for a supervisor each time and no one will transfer me to one or have them call me back. AHS continues to pull their monthly fees out of my account, but I am getting terrible service. This is so unfortunate and feeling like they are just stealing my money. I have at minimum called AHS 8 times and no resolve.

On 2/25/21 I placed a service request because my washing machine would not drain and was giving me 2 different error codes. I was contacted by Jeff with JMorgan Ent. who scheduled to come look at the washer the following day. On 2/26 at 5:26 pm I received a message from Jeff saying he was stuck at he previous job longer than expected and asked if we could reschedule for the following day around 9 or 10. He finally showed up around 12. He spent about 10 minutes looking at the washer and said he needed to go get a part and would return. He later sent a message saying he couldn't get the part until Monday and would come to fix it Monday Morning, 3/1. At 9:14am Monday Morning Jeff sent a message saying he was picking up the part and then on his way. My husband stayed home all day waiting for Jeff and he never showed up. We contacted him and finally got a response at 3:23pm saying he was on his way asap. At 5:40pm that evening we received another message saying he was in a car accident but heading our way. We had dinner plans so I told him it needed to wait until the following day. on Tues, 3/2 i messaged Jeff at 2:42 pm asking if he still planned to come to fix the washer that day. He once again said he was on his way. He did not show up but later on sent a message saying that he spoke witht the AHS authorization dept. and they it was possible they would just replace the washer because of several recalls and the control panel needed was discontinued. He went on to say he would send me the confirmation for the replacement. I never received a confirmation. On Friday 3/5 I contacted Jeff and told him I still hadn't received anything. He said he would send it again and have AHS contact me. When I still had not heard anything from either Jeff or AHS by Wed the following week I called AHS. AHS called Jeff and he told them that he had been waiting on a part that he just received. He confirmed with AHS(while I was on hold with AHS) that he would arrive the following day 3/11 at 11:00 to install the part( remember he told me he had a confirmation from AHS for a replacement washing machine) On 3/11 my husband stayed home once again so we could get out washing machine fixed and Jeff never showed up AGAIN! We never heard from Jeff. I messaged Jeff on Mon, 3/15 telling him that I intended to ask AHS for a different contractor due to his unreliability and lack of professionalism. He responded saying his phone was broken and he would resolve the issue asap. I spoke with AHS again and told them every thing that was happening. I requested a new service technician but was told that they had already paid JMorgan Ent for the parts and labor because Jeff had said the job was finished so he needed to come and complete the job. I was obviously very frustrated at this point and was very clear that I did not rust that Jeff would show up. We also couldn't afford to take off any more work to be stood up. The AHS representative convinced me to give Jeff one more chance and I very reluctantly agreed. The appointment was set for the next day. Guess what... Jeff didn't show up AGAIN! I was so beyond over the situation. On 3/31 I called AHS again and demanded a resolution to the situation. To shorten it up a bit, I was told there was really nothing that they could do and did not intend to send another company since they had already paid the invoice to JMorgan. When I asked to speak to a manager or someone who had the authority to resolve the issues, I was told that there was no one else for me to speak to and that there was nothing else they could do. I then asked to be transferred to the cancelation department which the AHS representative was happy to do because I was past being nice at this point. When this situation first started I only placed the blame on Jeff but after AHS's complete lack of resolving the issues after multiple attempts I found them to be just as unreliable and unprofessional. When I was transferred to the cancelation dept. I spoke with Pam W. At the time, I found her to be very helpful and she acted very much like she wanted to resolve the issues. She worked on a plan that sounded fair and promising and I was hopeful it would get resolved. I really only ever wanted my washer fixed. I have 7 children so imagine the amount of laundry. Pam told me that my complaint was being escalated to the appropriate department and I should have a resolution within a couple business days. She sent an email detailing all the things that would be done to resolve the issues. I never heard anything from AHS. I emailed Pam the following week to let her know I still hadn't heard anything. No response. I sent a follow up email weeks later and still no response. I still have not been contacted by AHS and My washing machine still has not been fixed! I am a fairly patient and understanding person. I understand things happen so in the beginning I was patient and kind to both Jeff and AHS. I have never been so appalled by how a business deals with a situation as I am with AHS. I still have all the texts from Jeff and the email from Pam if needed.

The first technician from Ace's Garage Door Repair came out on May 31, 2021. The issue is that our garage door opener doesn't engage. The light wouldn't come on and it wouldn't work at times. The technician, without even looking at the opener, said your door is old but your opener is new. He turned up the power on the opener and said it should be fine. Yes, our door is old, however the opener is at least five years old. The technician left and the opener failed again. Another technician was sent out and he came on June 3, 2021. He opened up the opener (which the first technician did not do) and found that there was a wire that was loose. After he left the opener failed again. American Home Shield said that the company would need to come a third time before they would sent it to another company. I had an appointment scheduled for June 8, 2021 and after waiting for them for five hours they did not show. I called and they said they were not coming because they can't keep coming out and not get paid. American Home Shield will not send out another company because the first technician put in his report that we need a new garage door. Our garage door works fine. If he thought the door was the problem then why would he say the issue was that the garage door opener needed the power turned up. The opener does not engage to even begin to open or close the door. It is quite obvious that there is something wrong with our garage door opener.

I had a service call for my refrigerator. When the repair person came he said I will have to get parts but they were in stock and made an appointment to come back to install them. He stated you will need to turn this refrigerator off for 3 days before he comes otherwise he won't fix it. They day come for the repair we turned it off in the morning by late afternoon I was informed they didn't have the part and no one would be coming. We than scheduled another appointed after I received the parts. Again I turned off the refrigerator in the morning I called several times during the day only to be told the repair man would be coming by 7pm they told he that I apparently wasn't home and the appointment was cancelled. Now its the 3rd appointment and again my refrigerator is turned off its 90 degrees outside I was informed the repair man should now be they by 7pm again its a whole day with my refrigerator off and a no show for a service man. American Home Shield has become one of the most unreliable appliance warranty services around.

I have made 11 calls over 10 days before they provided service.
They identified I need parts to repair both.
We confirmed an day and time with me, after the parts arrived
Then they did not show up, call, nor email.
Then I left 4 calls/messages over 5 days to the service provider, but have not heard back from them as of yet.
Including waiting for the parts it has been a month and I still do not have my Washer and Dryer repair. To add salt to the wound, the did their automatic renewal of my contract.