American Home Shield [AHS]
reviews and complaints

My family has an American Home Shield policy that we opted to purchase, for peace of mind, upon purchase of our home last year. On Saturday, 2/20/2021, our Furnace went out. Living in Northwest Ohio during the heart of winter, lack of heat was/is obviously a severe concern. I immediately filled out the proper request for service, received confirmation, and had a service call completed Monday, 2/22/2021. The serviceman was from Foxcroft HVAC was professional and friendly. After examining our furnace, he informed us that he believes the problem to be the "control box;" and, unfortunately, being that the furnace is dated, it will take over a week to get a new box ordered an in...leaving my family without heat for over a week in the middle of winter (that is assuming the box is the problem...a first option at a fix). The serviceman further explained that the only immediate solution would be to replace the furnace...however, he explained that American Home Shield would/will not approve furnace replacement. This completely nullifies the purpose of my policy purchase...peace of mind...Here I am, with a family of 5, in the middle of an Ohio winter, having purchased a product to give me peace of mind in case of such a situation, and instead, I'm told that my family will be without heat for over a week...leaving us uncomfortable and risking plumbing damage. I, therefore, contacted a representative through the real estate office of AHS and explained the unreasonable situation...she forwarded me on to a corporate representative...that representative told me that she would verify my information with Foxcroft HVAC and call me back first thing the following morning (Tues, 2/23/2021)...she never did...and I, unfortunately, did not get her name. I do have e-mail communication trail, proving my relaying of my concern. I expect an immediate resolution, or I will seek legal representation against American Home Shield.

We placed a service request 1/20 to have our Kitchenaid wall oven/ micro wave repaired. This repair requires the unit to be pulled out from the wall to do the service work.
It took 5 weeks to have them come out for the repair. When the tech arrived, he did not have the proper equipment to complete the job. He requested me assistance and my tools. He still could not complete the job. I caught him trying to rig the repair rather than follow Kitchen Aid guidelines. He damaged the oven. Then he said he couldn't do the work, attempted to put the oven back in the wall. It is now unstable and uneven. It is also not repaired.
I am now on hold with Customer Service trying to get resolution. AHS is stating they have to go through the technician for authorization to send someone else out here to repair my appliance? The same guy who just said he can't do the work? It took me 15 minutes to finally get the issue escalated. I am now on eternal hold. Mt contract is with AHS, not this technician.
He has also broken the oven door springs.
What can I do to get this resolved?

2-11-2021 Contacted American Home Shield for repairs to water heater.
2-11-2021 Melton Plumbing called and scheduled an appointment for "technician to come out for repair.
2-12-2021 A Melton Plumbing"technician"came out looked at the water heater said it could not be repaired and would have to be replaced. Stated someone would call to schedule the replacement
2-18-2021 after several attempt to call Melton Plumbing and an email sent"Tom Melton"called to discuss the modifications needed to bring the water heater to current codes and the additional cost. I questioned the cost and said it would require a permit which he quoted at $120 with the total cost of modifications being $590 including permit. We discussed the price and I asked for and have yet to receive an itemized statement. I was told I would have it the next day and the water heater was scheduled to be installed 2-22-2021 by one.
2-22-2021 received a call stating the water heater was not in stock at the supply house but they could be there late that afternoon and I opted to reschedule for 2-23-2021 by 1pm
2-23-2021 received a call from the installer asking for payment before he would install the new water heater. I ask about the itemized invoice and he sent me a copy of his parts list with no prices. He would not do anything until I paid the $590 by phone. I was not on site and my painting contractor would be letting the installer in. I paid by credit card. I also reminded the installer of the new white flooring, new white carpeting and the recently painted wall. He asked my painting contractor who was being paid $35. per hour to cover the floors and help move the new water heater in and the old one out. Water heater was installed and my painting contractor sent me pictures stating I don't think the water heater is installed correctly. The installer would not talk to me on the phone and left. It was obvious from the pictures that the water heater had not been installed to code and that there was a carbon monoxide leak.
I immediately called Melton Plumbing and was told that Tom Melton would have to approve for someone to come back out to correct the installation.
I called American Home Shield and was told that someone would contact me in 24 to 48 hours. Mind you I have carbon monoxide leaking into the house. I sent pictures and an email to Tom Melton who responded with"well you are not living there, it can wait. He scheduled a technician and his office manager to come out the next day by 1pm.
2-24-2021 I received a call at 12:49pm from the office manage to tell me that the technician was running at least 3 hours behind and they would be later than the 1 pm. At that time I had already contacted Clermont County Ohio's permitting office and was told that there was no permit for the installation of the water heater and that Melton Plumbing was not registered to work in Clermont County. I told the office manager to cancel the appointment that I would hire a licensed contractor who was qualified to install the water heater under permit.

The installer had cut away my copper piping and replaced it with flexible water lines. He stated to my contractor that he takes the copper so he can make extra money on the jobs.

2-24-2012 Halpin Pluming LLC agree to come out the next morning and install the water heater to code under permit.

2-25-2021 Halpin Plumbing LLC installed the water heater. They removed the flexible lines and replace the copper pipping. The installation to code standards was $514.80 plus $65 for permit

2-25-2021 Melton Plumbing was sent an invoice for either a full refund or the cost of my painting contractors time, Halpin Plumbing charges and the cost of the permit.

Melton Plumbing has not responded. American Home Shield is hiring and sending to homes unqualified repair people. This practice should be stopped

American Home Shield should have to reimburse me for the $100 fee and the cost of installation of the water heater.

This is my first experience with AHS but have a question as to the delay in service for my refrigerator which no longer works. Someone from company was to be out the next week after I called. No one came but a virtual call was made which I do not have a phone to do this nor was I told that this would be done. This delayed service for another week and I stressed someone must come to house. So far I have been out a lot of money (bought cooler), threw out spoiled food, $100 for AHS service contract, etc. If it were possible for me, the client, to call the companies that service AHS clients I might have been able to get someone who could come out a lot sooner but that is not AHS policy. This would be a more desirable method for the customer. Why is this not possible? 3 wks. without a refrige so far is not a good service. Is this kind of long process the "usual" to expect from AHS? Probably be a month before this is resolved.

Horrific customer service. Sent in a service request a month ago, vendor was dispatched and came out in a decent time frame. Vendor diagnosed the issue and said it would be 2-3 days before he got an answer from ahs to get approval for the "diagnosis". I waited a week and didn't hear from vendor or ahs, so I called and three days in a row of calling I got the same response. They could not get in touch with vendor and they would send to the "escalation department". I told them, that I do not want to call again and to send another vendor to fix the issue. Same response was that opening up a new ticket would cause delays here I am, 4 weeks later and called again with the same response to "process". This is beyond irritating. In the meantime, they proceeded to charge us 3x in a few days (once for the service dispatch, once for the monthly fee (normal), and one other charge that we didn't recognize). The leak is still occurring, which is most likely causing more water damage and would cost more $ to fix

On Jan 15, 2021 I complained about my Bosch dishwasher which was covered by my maintenance agreement.

A&E (Sears) was selected as the vendor. They came out, concluded some parts were needed and then ordered the parts. After the parts arrived, they came out to install on Feb 8th. The technician was unable to disconnect the water line to the dishwasher.

He left saying I had to get a plumber to disconnect the water line. When I refused to do so and told him that it was between him and AHS to resolve, he said he would write his report and send it to AHS. I tried contacting AHS about this and didn't get any response.

A&E recheduled their appointment for today, Feb 16th without notifying me. As the technician was on his way he called me to ask if I had disconnected the water line. When I told him that the responsibility for fixing the dishwasher lay between AHS and A&E, h esaid he would check with his supervisor and call me back. Nobody called back and now I see a new appointment has been scheduled for next week.

I called AHS thrice this morning. The customer service person merely parroted the same statement about my needing to get a plumber to disconnect the water line. When I told him that this was unacceptable to me and that I wanted to speak with a Supervisor, I got their canned message about the Supervisor being in a meeting. (I have later seen several people say the same thing in their BBB complaints on AHS).

I was told three times that a Supervisor would call me back within the next hour but no calls so far. I am convinced that the existence of a supervisor is a myth!

Filed a work order on the pool heater not heating. They sent out a pool technician who then turned over the ticket to a plumber technician. The claim was sent in and denied due to the ahs employee putting the wrong information into the system. The plumber technicians notes read that the regulator needed replacing which is covered under our pool/spa contract. Ahs denied the claim saying the "valve" wasn't covered. The ash employee decided it was a "valve" instead of using the technicians notes that it was the regulator. After about 4 phones calls and no one getting back to us we finally got someone to acknowledge that in fact the ahs employee wrote the wrong information and it was the "valve" and that the value was covered. After several more attempts to speak with someone about it repaired we were told the "valve" the pool valve was "outside of the slab"! I explained at least 25 times that all swimming pool valves are "outside" of the slab, its a swimming pool! To have the "valve" on the slab, inside the house would be extremely dangerous and I am guessing illegal as well. We then were able to find out that in fact the valve was covered and shouldn't be an issue... Then they told us to refile the claim and pay another deductible that now they weren't going to pay due to the case already being closed, which by the way I am not sure how they closed it without resolution. Apparently, ahs filed it on the "house" portion of the contract not the "pool" portion. I told them I had already paid my $75 and they are ones who made the mistake so reopen it and file it correctly. They literally told me no they would not do it...… this infuriated me and to be honest, I was none too nice (in my tone) about the wrong I spoke to the employee. By this time I was speaking with the department who was supposed to be able to help me however of course they refused due to their mistakes.

2/3/21- Service Request 48602707

Contractor that AHS was very helpful and was able to detect the problem. AHS denied the authorization to purchase the part or replace the unit.

I turned in a trouble ticket on my dryer 12/24/2020. The come out and said they had to order a part. They made a appointment to come 02/21 at the last rescheduled without contacting me for 1/28. On 1/28 again at the last minute the rescheduled without contacting me. On 1/29 they show up and install the parts and left we tried using the dryer and bingo it wasn't heating correctly. They were a no show on the 30th and 02/1. Showed 02/02 and said the motor was shorted need to order a new motor. I have been lied too so many times it is unreal. If they replace the motor the no heat still has to be address.

My wife and I have had an account with your company for over 15 years. Lately, we have seen a disturbing shift in your customer service. Your company is called ‘American' home shield, however when we call needing help NO ONE speaks English well and when we need immediate help we are put off. Our home's furnace stopped and is not heating. We are in Oregon, the temperatures are in the 30's at night and occasionally snow on the ground. AHS said no one could be out for TWO weeks! Are you kidding me? Sorry, the agent said we can't do anything more, meanwhile we freeze. We recommended another company that could be out immediately and AHS said that is not possible. This is not acceptable. We will be posting on social media if We do not get help.
Thank you for your consideration, John Cook

I have two accts with you. One is a condo at 5802 Woodmont Blvd in Peachtree Corners, Ga. 30092

I placed a service request for a dishwasher repair on 10/29/2020...
They sent out Eriksen Co. They said they fixed it... Well, no, they did not. The door was still clicking loudly and water was leaking onto the wood kitchen floor.
Then I had covid for 5 weeks, so I could not go to that condo.
Then a few weeks ago, I went out to that condo and did a Zoom meeting with Amtech Co. that AHS sent out.
AHS said that they would order the part and contact me the next week. Never heard from them again...

AHS told me that Amtech did not want to work on it since Eriksen replaced a pump in that dishwasher.
I have called AHS Customer Care almost daily and they said they would call me back in 48 hrs... No one ever called me... Now it is going on the 3rd month that the dishwasher cannot be used. I am madder than hell, as I have used your co for 20+ years.
Suzi Krizan [protected]

Customer of AHS, filed a claim Nov 28 and as of now, has not been resolved. Company has failed to meet their end of the bargin. Continues to place on hold for extended amout of time only to come back with not resolution. Continues to inform me that they're waiting on a response from the contractor, which is SNS Appliance. SNS Appliance informed me that the part they're needing has been discontinued and they're now out of the equation. Needless to say, SNS is not my problem, I don't pay them every month(In a timely manner), I pay AHS, therefore I am only expecting what's due to me, be it the microwave REPAIRED or REPLACED. In addition, I'd like a refund for the hardship and countless hours on the phone for the last 3 months. When I stated I was going to cancel in Jan, I was informed if I do so, that would void my previous claim. If you're an UNHAPPY DISSATISFIED customer, would you continue to give your hard earned money away?
Customer # [protected]
Property Address 109 Fieldstone Dr
Thanks in Advance
Mrs.Johnson

I called about issues with my stove and fridge on 12.21.20 and after several back and forth calls and complaints they finally sent out a contractor to my property. The contractor informed me that both my stove and fridge were not repairable and he would let American Home shield know these needed to be replaced. It is now January 15, 2021 and he has not made one call to inform them. In fact he has ghosted not only us but American home shield as well. I have been calling American home shield requesting a new service persona come out and each time they say they will look into it but nothing gets done. It is absolutely ridiculous! I not pay only to have this policy but I also have to pay every time I request to use this. This company doesn't have any standards of professionalism and cares nothing about about their customers.

My name is Kim Redfearn and my account phone number is [protected]. I am writing in reference to a washing machine that has been out of commission sine October 2019. In October a Sears representative cam e to the house to fix the washing machine. I was told at that time, the part for the washing machine was no longer in circulation. For the last three months I have run into road blocks from the AHS saying that Sears is still looking for the part. Even up till today, I am still getting the same message. I have made several calls to both AHS and Sears

In December, I spoke to a manager at Sears who indicated to me again that the part is obsolete and that he would send another email to AHS indicating that.

I called Sears again today, and was told that they would forward the email again to AHS.

Can I please get this rectified, it is costing me a lot of money and time to go to the Laundromat and pay AHS monthly.

Thank you
Kim Redfearn

A disconnect between AHS Customer Service and AHS dispatch service. Our refrigerator stopped cooling before Christmas and the one tech who came to our home said that he would not be able to work on the sealed cooling system. The other dispatched company said the same over the phone. Dispatch has reassigned back & forth to these two companies. Please get someone to my home who can fix the cooling system!

Michael & Donna Moore
5166 Cold Springs Drive
Foresthill, Calif. 95631

[protected]

AHS hired sears to come out to fix my washer problem on December 31, 2020. The tech called never came and when I described the problem he said he could not fix it as there was a disconnected pipe to the washer and it also would not drain or spin. He told me to called a plumber, as he could not fix it
I called a plumber on my own and had the washer and pipe fixed.
Sears never came out and they swear they did so they will not give me my $106.00 refund
If he was really at my house he should be able to describe where the washer is and what I look like. He cannot describe nothing about the house as he was never here

Three weeks ago, after having two (2) appliances fail, we called to file a claim with American Home Shield to fix these two appliances and were told they didn't have any repairman in our area, Casa Grande, AZ. Located exactly halfway between Phoenix and Tucson, 25 minutes south of a big city.

It's been 3 weeks now, and our house is being listed tomorrow. I am a disabled Vietnam Combat Veteran, I can't take care of my home anymore. It's too big for us, so we have to move to another smaller home. They had a service repair person, $75.00 just to come out. He told us it was the door switch on the microwave door, and the washer drum needs to be replaced.

I am at a loss; I want help and never a return call after 20 calls for help.