American Home Shield [AHS]
reviews and complaints

We have had home warranty with American home shield (AHS) for several years and pay them every single month. Our Viking fridge and freezer stopped working so we called them to utilize our warranty on June 7th, 2023. They sent out a man named Paul from All Brands Appliance. Paul showed up unprepared, did not even have a drill and asked to borrow ours. He then did few things and told us he ordered a part for our freezer. Few minutes later we found he had left our drill inside the freezer. Paul returned about a week later, asked for some towels because freezer needed to be defrosted (I had advised him that we can do this but he said he is headed out of town and could take care of this right away) Both my husband and I continued working in our offices while he worked on the fridge. He then called out to us to tell us that everything is fixed now and he was headed out. I noticed several soaking wet towels in front of the fridge and quickly picked them up and moved to the laundry room because we have hardwood floors. I also noticed that fridge was not cooling and panel flashing. I called Paul and he said "I think it just needs to reset itself" Well, it did not reset itself and the next morning we woke up to warped wood floors in front of the freezer. He had gotten so much water on our floors that they lifted and are now bouncy and not flush with the rest of the flooring. He should have had a waterproof mat to lay down when working with water around wood. We have called AHS numerous times to ask for insurance information for All Brands Appliance but they're refusing to provide it to us and keep pointing at All Brands appliance even though AHS is the one that picked him! They have liability here as well, not just All Brands appliance. We have called Paul directly also but he called us "fraudulent" and refused to share insurance information. He has not allowed his insurance company to come out to look at the damage he caused. We're extremely upset with AHS and the contractor they picked for us who knew nothing about this fridge, how to fix it, and was careless with handling so much ice and water on our oak floors. We're tired of AHS passing the buck instead of taking care of the customer that has paid them for years. We also asked for the service fee, $100, back due to poor service by Paul and incomplete work that he did but have yet to see that either. We had to hire actual professionals to finish Paul's mess. They pointed out how he had pulled wires out of the panel, scratched several areas of our freezer and had truly no knowledge about this brand of appliance. I have included some photos of our floors but it's very hard to see moisture on the photo itself, I included the ones where you can see darker spots/lines on the wood. You can 100% feel the difference by walking on them as they're not flush or smooth but warped and bouncy. AHS is welcome to come out to see these floors to understand what we're talking about and why we're upset.

We are requesting All Brand appliances insurance information and AHS's insurance information so we can get damaged floors fixed and move on with this horrible experience we have witnessed. We're also requesting a call back from CEO, Bill Cobb, of AHS. All other representatives have struggled to understand this problem, refuse to transfer us to a manager, and keep calling about unrelated matters or acting like this is totally new information.

The dishwasher wasn't working properly so I filed a claim. Response was good and the "AE Technician" arrived within reasonable timing. He examined the dishwasher and specifically stated "The motor (pump) was no good" and that "There were no replacement parts available", and said I would be contacted within 48 hours. Then the following occurred - (1) I received notice with 2 documents on July 27, 2023 which stated I had signed them - which I had not signed, and (2) The technician stated the parts were no longer available, then (3) I received a notice stating parts were ordered! I contacted AHS on July 27, 2023 to advise them of the forged documents, and was told someone would call me back with 24 hours - no one ever called me back. I did my own checking online looking for the pump and neither Whirpool, nor FIX nor PARTS SELECT nor anyone else had the part - all stating 'no longer available'. I used the phone number given me and the web address as well for AE to follow up on my order and both stated they have no order for me. What is happening?

My Fridge has been broken since Feb 2023. I have paid 2 service fees to get it fixed, have been told multiple times that the contractor would be coming to fix it, when they finally showed up they stated it couldnt be fixed and it would need to be replaced. They never did the required paperwork, AHS wont do anything about it and my policy says that they will pay up to 4k to replace the fridge they have been dodging me for over 3 months now. I keep getting the run around. My dryer was also broken 2 months now, 1st repair place didnt fix it had another one come out but they said it needed parts and never came back. I have been paying over 2k a year for this service and have never gotten any value from it.

I reported that my refrigerator wasn't working properly on 7/23/23. They dispatched Rand Mechanical. Rand Mechanical did not contact me within the first 72 hours nor did they respond to the text that I sent to them. I called AHS and said that I had not been contacted so they dispatched Sears and said they would come on 8/2/23. Although I was unhappy with waiting that long I accepted the change. Sears contacted me to ask questions about what I was experiencing with the refrigerator and then told me that the service was scheduled for 8/22/23. That does not mean it will be repaired that day. So ATLEAST 1 month without a refrigerator is unacceptable. I have paid thousands for the home warranty over the years and expect service in a timely manner. I would NEVER pay for a warranty company for services that they fail to provide. It's fraudulent.

I always paid monthly premiums for this company on time- to this date about 4000$. I file a repair request on 07/04/2023, paid additional $125. After 3 weeks insurance did not provide a contractor for a repair, did not reimburse $125 or previously paid premiums and refused to work with the contractor I found.

I have 2 people with medical conditions in the house for whom working A/C is essential.

My email is [protected]@live.com

If someone from AHS sees this and can actually discuss the situation below that would be ideal.

Towards the end of June 2023 we found out we were having some water leak issues so I called a plumber immediately as water damage can be a serious thing. Once the plumber was here and diagnosed the problems I had him get to work.

I then remembered I needed to renew my AHS contract. While on the phone I let the rep know that I already have a plumber out fixing some issues and asked if it was too late to submit the claim because I have someone out or can I submit it at any time. The rep told me I could submit at any time.

A few hours later I get online and can't find a place to submit the receipt for the work done. So i get on the chat and ask where I can do that at. I am then informed that that is not allowed as I would have to make a claim first and have AHS send out a person of their choice. I inform them that I was told something completely different a few hours earlier. They agree to make a claim for an investigation of the phone call and to note my issue and that I should get an email within a day or two.

two days pass and I call AHS to find that there were no notes about my situation at all. So, they tell me again they will make notes, and someone will follow up. I wait another couple of days and call again. The notes are saved this time, but the investigation hasn't started. The rep on this phone call was very helpful and told me an actual time frame that an investigation usually takes (5 days). So, I waited 5 days and still nothing, so I call again.

I am told again that the investigation as been put in place and to just wait for the results. I wait another few days, again no one from the company has taken initiative and called or emailed me to keep me updated. I have had to call every time. When I call again I am finally updated that I the phone call will be reviewed that day (7/24/2023) and I should be contacted by the next day.

The next day comes and goes and half of today (7/26/2023) then I call them again. I had to tell the rep 3 times on this call that my issue should be noted. She then read the whole thing and informed me that the notes were actually updated with the results. The results being that a reimbursement cannot be made because there was no work order in place.

I became very frustrated at this point (i didn't yell or curse, just frustrated) because that wasn't even the issue that needed to be reviewed. It was as if they didn't even listen to the phone call and compare to what I said was the issue. I asked to be forwarded to a manager or someone. They offered to be forwarded to the escalation team, so I accepted.

Once on the phone with a person from the escalation team I received the same information repeated back and basically told there is nothing to be done as they are going to stand by that decision. Again, I was very frustrated and began to explain the whole situation to this representative. She again gave me the same information.

I asked for a copy of the phone call so I could give it to my legal team and have them review and contact AHS. They said they could not, but I could have my legal team contact their legal department then their legal department would reach out to mine. I asked them how I can be ensured that their legal team will actually contact my team in a timely manner since it took 4 weeks to get this investigation done, and not once did anyone contact me, I had to contact them every time. They didn't have an answer. I also asked for the number to the legal team and manager but was told I could not have that.

As a customer we rely on the customer representatives to be experts in the product, so when we ask a question, we hope to be told accurate answers to make decisions off of.

I live in Miami Gardens and have had a service contract with American Home Shield since 2019. On September 1, 2022 I call American Home Shield to report that my AC unit was not cooling. AHS sent out a vendor named Air Connection Mechanical, LLC. Air Connection Mechanical sent out a tech who spoke no English at all. He looked at the unit and wrote up a report that said the condenser needed replacing. He submitted the report to AHS. Three weeks later in October 2022 he returned and installed the new condenser. It worked and cooled my house for two days and stopped working. I called AHS to report that the new unit was not working. AHS sent Air Connection Mechanical out once again to service the unit. Upon watching the tech, I noticed that he was installing more freon in the unit. I asked him was there a leak and why was he installing more freon in a brand new unit. Since the technician didn't speak English, he put me on the phone with the receptionist at Air Connection Mechanical. She was the rudist most nastiest person that I ever spoke to. She tried to claim that it was my fault that the unit stopped working claiming that I must have done something to it. She then told me to call AHS and make another claim and hung up the phone on me. I called AHS and told them what happened and AHS said they would send out another vendor to look at the unit. On October 14, 2022 AHS sent out a company named J.E.T. Mobile to look at the unit. J.E.T. Mobile wrote up a report that stated that Air Connection Mechanical had installed the WRONG unit and also the wrong freon. That was why the unit keep shutting down. They submitted their report to AHS and also told them that they refused to work on my unit because they didn't want to fix another vendor's screw up. AHS the sent out another vendor on November 23, 2022 named South Air. They came out and looked at the unit and they also refused to correct the problem. I over the next two months I made over 23 calls to AHS inquiring about when someone would be coming by to fix my unit. On February 22, 2023 AHS sent out another company, Southern Air Conditioning and finally fixed the unit. It worked approximately 80 days before it started having problems again. On July 3, 2023 I contacted AHS once again to report the problem. They sent out J.E.T. Mobile again and they wrote up a report that the condenser was not communicating with the air handler. On July 14, 2023 AHS notified me that they would be replacing the condenser and the air handler and they would be ordering the parts. On July 18, 2023 I received a notice from Gia at AHS that they were denying my claim because of the mistake that Air Connection Mechanical made in installing the wrong unit. I then called to speak to a manager to explain to me how could they deny my claim when the only technicians to ever work on my unit were vendors that AHS contracted. They told me that a manager would be giving me a call to find a solution to the problem within 48 hours. To date no one from AHS has called or contacted me. I have called 6 more times and each time they keep promising me that a manager will contact me. At this point I am beyond frustrated and disappointed with AHS and all of their incompetent vendors. I need someone from AHS to contact me ASAP to explain this to me.

Dispatch #[protected]

It's summer in Texas. We're having100 degree weather. My AC went out and I requested service on Friday, 7/14/23. I got a service visit from A US Air Cond. the next day, on Saturday, 7/15/23. Technician tells me its the fan motor and he will have to order the part(s) on Monday. I contacted both A US Air Cond. and the Technician on Monday to remind them the part needed to be ordered. I was told by the technician it would probably be Thurs or Friday before they would have the part. I tried emailing, calling and texting on Friday, 7/21/23 to find out the part had arrived or to try to get an update on when I could expect the repair. No one will respond to you. I've tried the "chat" route and all I get is a run around. I asked repeatedly to talk with a supervior, but the agent would not allow me to talk with one. Finally when I asked if she was refusing to coneectd me with a supervisor, she said she would file some sort of reearch on the service request and a supervisor would contact me in 24-48 hours. I don't undertand why you can never talk with a live person anymore. Turns out I don't think the part was ever ordered. As soon as this is resolved, I'm canceling my service with AHS. I don't see how people sleep at night when they treat hard working people this way. I'm an older lady in 100 degree heat and no one seems to care. If you read this, don't do business with AHS. Its a scam.

I purchase my home Feb. 2023. Along with the home purchase I dem it necessary to purchase a home shield protection plan. In March I contacted AHS for service on the above items. AHS created a service call. three weeks went by the services company did not contact me. I then called AHS again, and was assigned another service company. One week later the company cam out. The cook top hood was dem to be function properly. The fan is to blow heat, smoke up and out of the home. This fan allows bugs (gnats) to enter still blowing heat, smoke into the home. I have never in my fifty years of home ownership have ever experience anything remotely as this.

The hood is out dated and needs to be replaced. The Dryer was not drying the cloths. The tech replaced a heating element. Now the dryer is over heating and melting the rem of the lent filter. When removing lent from the filer I burned the tips of my fingers, with hot plastic sticking to my fingers when trying to remove the lent from the lent filter. The washer damage a new receiving blanket, and a new set of bath towels. Both if these items were purchase after I moved into the home in Feb. 2023, my things had not been delivered. Pictures were taken of the damage items by the tech. and summited with the tech. report. AHS stated the washing machine was working well to despite evidence of damage items were provided. It is now the end of July and I am still have unresolved issues as well as a new issue HVAC System leaking water inside of the HVAC inside of my home.

I called on 07/19/2023 to request service for my central air conditioner. On 7/21/2023 I received a call from Right Tech Heating and Air advising me they do not service my area which is Hemet CA.

Why would American Home Shield send my order to a company that do not service my area? Please be remind that we are facing extreme heat of 100-105 degrees in Hemet! My brother who has stage 4 cancer, I'm hypertension with other medical issues! My indoor temperature is 94-96 degree inside the house!

I called on 07/21/2023 and spoke with customer service to advised them that Right Tech had contact me and advised they do not service my area. I explained my brother and I health issues and was told they would see about finding someone else to service my order.

However, when I called this morning 07/22/2023 the recording said there was no order in the system for me! I than spoke with Mavic who actually verify that my service order had been canceled!? She would put in a new order with me and my brother must now suffer through the weekend with this heat!

My contract was paid in full at time of purchased with my home I need my contract to be fullfilled!

AC condenser compressor failure denied without definitive reason. This unit has never had an issue and ran smoothly up to the day it failed. Speaking with customer service has gotten nowhere and I have my 90yr old mother living with me in a house that is over 86 degrees! This is life threatening to her and the delay in getting this unit fixed is extremely dangerous to her health since she is already home with heart problems.

My name is Sudi Kharazmi and I would like to know why my claim was denied because of "pre-existing condition" when it would have been impossible for me to see this eminent failure before it happened. Like I said the unit has cooled very well and was never an issue until it was reported and per your website description of coverage for prexisting conditions this should be taken care of without any questions. Please help me get this resolved quickly because we are living in Florida with a heat wave and no AC for 6 days now.

I can be reached at [protected]@aol.com or by phone [protected].

Thank you and I await an answer from your company

Sudi Kharazmi

My 94 year mother's HVAC went out the end of June. We live in Tennesse and the weather has been extremely HOT...as of today July 19th 2023 we still DO NOT have the HVAC fixed...AHS has given us (and the company they hired) the run around. I really can't understand the people I talk too, they speak with broken english which makes me think I'm not talking to someone in the United States. First they wanted to replace the outside unit and not the inside unit both dated 1998. They were waiting on a coil. Now, they decided to replace the entire HVAC system (which they should have decided in the first place) and still no HVAC unit. My mother has COPD and was rushed to the hospital because she can't breathe in this high heat high humidity atmosphere. I don't understand why this HVAC system isn't fixed after all this time...

We had our air-conditioning completely go out when it was 117° here in the desert. We did wait until a weekday Although we suffered for over 48 hours to implement service. My son was scheduled for a surgery and had to be in perfect health in order to be admitted to the hospital so we had to purchase a hotel room so that we would have somewhere safe and comfortable to stay in. Date of incident 7/7/23. Claim officer informed us she could give us $100 off for our $600 repair. Totally unacceptable. Please contact me ASAP at [protected].

I have the most expensive platinum coverage offered by American home shield which equals $1300 a year. I have had ongoing AC issues over the last 45 days with their preferred AC vendor coming to my home May 23, May 25, May 27, June 19, July 3, July 11 and we are still waiting for a part to come in. We are in the middle of the July 2023 heat here in Houston Texas with temperatures up to 106 in a non-functioning AC. American home shield has zero sense of urgency and trying to rectify the issue and all they say is sorry. We just have to wait until the part arrives each time they come out they say they fix the AC but it still continues to function properly and not cool the house with this, we are experiencing 84 to 91° in our home , our unit is a 21 year old, 12 seer unit that makes abnormal noises, and in addition, most recently was smoking when the last contractor was out working on it, but American home shield still refuses to replace the unit even though that is a part of my platinum, premium coverage. Every time you call customer service, you speak to someone in the Philippines, who will do nothing other than forwarding your call to an escalations department, which is also located in the Philippines. Other than this, their entire company phone system is on lockdown, so that is as far as you can get. Even calling American shields, corporate headquarters in Memphis, Tennessee, you cannot speak to anyone and there’s no one there to help you.

HVAC unit/Central Air stopped working June 29, 2023, initiated a service request with AHS on June 29, 2023. Contractor was assigned and came and looked at the unit on July 1, 2023, as of today July 16, 2023, nothing has been repaired and I have called AHS 4 separate times and each time, I am told it is being reviewed/in processing. I have been without air 16 days, headed into 3 weeks , in Mississippi, where we are having record heat in the 90's-100 degrees. When asked if I can have it repaired on my own and be reimbursed, I was told, that is not an option because it has already been assigned and a technician has been out and performed the diagnostic. Of course the $100 service fee was paid by me and yet no air.