American Home Shield [AHS]
Reviews and Complaints

So I am currently on hold for the 6th time in 2 weeks trying to have my pool pump repaired. Needless to say, my pool is green since the water hasnt't been circulating. After 6 attempts and hours of time wasted on hold or sitting at the house waiting on a repair person someone finally came to evaluate our problem. The pool person was kind enough to inform me that I need an entire new pump and that AMERICAN HOME SHIELD refused to replace it. Instead they willl authorize that all of the parts be ordered and the pump be rebulit. ARE YOU KIDDING ME? Waiting on hold for the last 15 minutes to speak with someone.
Also had one of our air conditioning units to die in the last month. Thank God that we have 2 units in our home. That also took multiple phone calls and time to get someone out here. In the end we just paid out of pocket to have our 30 yr A/C replaced. Since AHS was too cheap to replace the unit and continually wanted to make repairs. This company is a JOKE. I wouldn't recommend that anyone use this company. We are cancelling after having it for 6 years.

AHS - CONTRACT NO. [protected]
I called my home warrancy company of 12 yrs .American Home Shield and place an Emergency service call @ 9:05am for my air condition-I informed the rep that my daughter was home sick & the A/C when Out yesterday evening 061211. The temperature here in Houston, Tx is 98+ degrees with humidity** I talked with the rep Donna who assure me that she would Request Emergency Service Today and I should hear from someone within 2 hrs. I called AHS back today @2:01pm talked with one young lady who said there was a Rep named Donna in her department-I requested to talk with a supervisor call was transferred to rep Gwen who said she was in Memphis, Tn. I told Gwen of my complaint Gwen said she apologize & the supervisor would do the same
Very Poor customer service -No one Called me back now I have to leave work to make arrangements for my daugther to go to a Cool Place (she is now having Nose Bleeding)Gwen said same as the other rep Donna someone will call me within 2 Hrs it is Now 3:03pm here and of course the temperature ti Hotter than this morning. Can someone in Management check to assure that this Service Order is being handled timely. I can be reached at 832.259.8307 Thanks..

I recently had a problem with my dishwasher's control panel. The control unit needed replaced. AHS dispatched a local technician from JGG Electronics and Appliances in Pittsburgh. The technician was very rude and had considerable difficulty figuring out how to take off the front of the dishwasher. When I offered a suggestion he became defensive and in frustration forcefully removed the front cover of the dishwasher. Since I had a previous technician look at the issue, I knew that the front cover did not need to be removed. I tried to politely suggest that to the technician and his response was "I got this, I got this" in a rude manner. The front cover of the dishwasher was removed, but it did not allow him access to the control panel unit. After 10 minutes of fiddling around and saying "I work on dishwashers all the time", he figured out that he just needed to remove a few screws and off popped the control panel.

When the technician removed the control panel, he broke several plastic tabs that held the panel in place. I commented on this to him, but he ignored me. When putting the dishwasher back together, he could not remember how to put several of the parts back in the right place. I turned my head for a minute and those parts disappeared, so I'm not even sure he put them back in their proper place.

After installing the new control panel, he asked me to test it and it worked properly. However, the control panel cover was not installed correctly and was loose. Given that the technician was clearly angry at this point, I left that go and he left the premise.

After this experience, I contacted AHS to make them aware of the issue and ask for their advice. They said that the technicians they license are not their responsibility when damage occurs and that I've have to contact the business to seek a damage claim. I explained to the AHS representative that the business was a sole proprietor that ran his own business and that it would mean that the person I'd be calling was the angry technician. I also expressed my concern with how unprofessional, incompetent, aggressive, and angry the technician was and that I wasn't comfortable having him in my home again.

They researched the issue to see what they could do. In the meantime, I contacted the technician to notify them of the problem. I called the company's main number and got the same unprofessional technician. He argued that he didn't break anything and that all those tabs just fell out of the dishwasher. To quote him, "you're wasting my time" and then he hung up on me.

In a nutshell, AHS placed that company on my "blacklist" so that I they wouldn't be repairing anything for me again. Sears was the other company that they contacted, but Sears refused the job. So now there are no other companies in my area that can come out and fix the dishwasher. Yes, you read that correctly, there are only two AHS-certified companies that can fix dishwasher's in the greater Pittsburgh region. Effectively I have a warranty that cannot be used.

Thanks AHS, big help. AHS is an unreliable company that does not protect the consumer and I would highly recommend avoiding this company. Also, I'd recommend against using JGG Electronics and Appliances in Pittsburgh unless you want something more broke than it already is along with a bad attitude.

For over a year of trying to have my heater repaired because of enormous electric bills. I complained to the company but they would continue to send people who did not know how to fix my HVAC unit. I had to get someone other than the warranty people to fix it. I spent a lot of co-pays with AHS but they would not reimburse me any of the monies.

American Home Shield are the experts in how to provide absolutely zero customer service. Their "customer representatives" -- ironic since that's the last thing they are -- are not trained in helping their customers in any way. They are extremely rude, unhelpful, and confrontational. For example, you will hit a wall if you ever try to change the company who was sent out to service you. They pick the cheapest and crappiest companies to do the work. OR, if they claim that something is not covered because it was "installed incorrectly" -- even if it came that way with a new house that you bought -- you're stuck. AHS is not worth a penny. The only reason they can stay in business is cause they have a self-serving relationship with real estate agents that require them to buy warranties for every house that they sell. AVOID them at all costs. We're canceling our policy.

Where do I begin? This company was forced on me when I purchased a home. They went over all of my appliances and agreed to cover everything including my non ducted air conditioner. 5 years, 7 issues 1. Ahs sent out a plumber that was sexually abusive, he chased me around my house until I found myself standing on the front lawn. I reported it to ahs they ignored me. Ahs abused my credit card. Renewed my contract without asking and double billed me. I complained and once again, they ignored me. Ahs sent out a repair person who stated I needed a complete replacement on a covered appliance but he could not recommend it because they would not use him as a subcontractor in the future if the recommended replacement. My credit card expired and my payment was over due by 5 days. Ahs sent a collection letter, yes collection, threatening my credit etc. After I updated my credit card info and paid, they still sent threatening letters. Nearing the end of my 5 year contract I needed service on my air conditioner (The one I mentioned earlier). They sent out a repair tech who immediately said it was not covered, he said there would be no fee and left. Months later I was charged a service fee from ahs. Ahs said even if the tech didn't charge for the visit it they do. 5 years of paying extra fees for a non covered item. Unfair no compensation offered. I complained, once again ignored.

At that point I was finished. I cancelled and paid off the balance of my contract but unfortunately, that's not the end. Ahs refused to give me a paid in full statement and a letter stating I cancelled my contract. I had to cancel my credit card to stop the monthly charges and they absolutely will not give me a cancellation letter. Ahs said that it would automatically cancel if they don't have my credit card # but they do have it and they will renew without your permission. The will not put anything in writing. Weird.

At this time they have the monopoly in this area just like ebay does in auctions but one day they will both be put in there place.

Where do I begin?
This company was forced on me when I purchased a home. They went over all of my appliances and agreed to cover everything including my non ducted air conditioner.
5 years, 7 issues
1. Ahs sent out a plumber that was sexually abusive, he chased me around my house until I found myself standing on the front lawn. I reported it to ahs they ignored me.
Ahs abused my credit card. Renewed my contract without asking and double billed me. I complained and once again, they ignored me.
Ahs sent out a repair person who stated I needed a complete replacement on a covered appliance but he could not recommend it because they would not use him as a subcontractor in the future if the recommended replacement.
My credit card expired and my payment was over due by 5 days. Ahs sent a collection letter, yes collection, threatening my credit etc. After I updated my credit card info and paid, they still sent threatening letters.
Nearing the end of my 5 year contract I needed service on my air conditioner (The one I mentioned earlier). They sent out a repair tech who immediately said it was not covered, he said there would be no fee and left. Months later I was charged a service fee from ahs. Ahs said even if the tech didn’t charge for the visit it they do.
5 years of paying extra fees for a non covered item. Unfair no compensation offered. I complained, once again ignored.

At that point I was finished. I cancelled and paid off the balance of my contract but unfortunately, that’s not the end. Ahs refused to give me a paid in full statement and a letter stating I cancelled my contract. I had to cancel my credit card to stop the monthly charges and they absolutely will not give me a cancellation letter. Ahs said that it would automatically cancel if they don’t have my credit card # but they do have it and they will renew without your permission. The will not put anything in writing. Weird.

At this time they have the monopoly in this area just like ebay does in auctions but one day they will both be put in there place.

Had this company for a number of years. Barely used for repairs. When we really needed them for a replacement sump pump, (heavy rain in area), no plumber responded.After several calls to company, they sent out a plumber that improperly installed a plastic pump(warrantied for 45 days!). The float was hitting the side of the wall. Company would refuse to respond to our approximate 15 calls to them. This included upper management employees as well. Company tried to say we had a "box" in the way, hard to do repair! It was four thin pieces of wood to cover the hole in the corner. Before a plumber was to arrive, we "lifted" off the so called box. It's funny because four years ago, the same company came in and repaired with a good quality pump, not some plastic garbage. Save your money people, look elsewhere for a reputable company. This one went downhill all the way!

AHS contractor, Sears/A&E Tech, installed ill-fitting universal parts which devalues my appliance and my property. AHS does not stand behind the shoddy repair job and their escalated rep, Jason, accused me of "just wanting to get a new appliance." My response, "isn't that fair if you can't get properly fitting parts? And, isn't that what I've been paying you for?"

American Home Shield wants to get out of paying any claims. And Sears keeps closing out the repair order, requiring them to come out multiple times. BTW, Sears people give you attitude. Do not get American Home Shield insurance!

Bought home with this service provided. Furnace went out 12/19/10 - so just a tad cold outside. Called and they scheduled their workers. Told if I don't hear from them in 2 hours to call them back. Well, of course, I didn't hear from them so I called back. I was advised at that time I could get an outside company to repair it since it is the furnace but to call them after I select the comapny for the 'reimbursement procedures'. Made appt., called them back. This person bascially called me a liar that I couldn't have outside authorization and they wouldn't pay. Long story short, went to the 'escalated' dept, where she had all these notes but refused to help and 'apologized for their staff's error in not explaining it clearly to me' but they refuse to pay. Asked for next supervisor and after holding for 17 minutes they came back and said they couldn't get one to the phone and would transfer me to a specific individual and they would call me back. Today is 12/21 and I haven't heard from this person or anyone. So, here I am, on hold with yet another person telling me that all she sees is they scheduled someone to come and that is it. No notes on all the other phone calls or problems so ... you guessed it, they wont reimburse. Onto the next person to argue with!

I had puchased an American Home Sheild Warranty put in a service call and they sent a tech out, he inpsected the unit said it was low on freon, and the timer board was bad. Took all the info and contacted AHS, AHS called me and said they were denying the claim because airhandler and condensor unit was mismatched. The mechanical defrost timer board has nothing to do with it being a mismatched unit. So now I have a unit that ices up on cold night and i have to run emergency heat to defrost my unit at night. What a waste of money, they are a joke.

M a/c quit at about 5pm on a Friday. I called and was told a service contractor would call me back. When I realized that that would not happen until the following Monday I called back and told them that my husband had breathing problems and told them that I would have to go to a motel for the weekend and gave them my cell number.

I was told they would put in an emergency request and someone would be calling me back. That did not happen so I called again the was told that all emergency contractors were busy but that I could call an outside repair service and if they would bill AHS they would pay the charge or if the contractor would not bill AHS I could pay the charge, submit the bill to AHS and they would reimburse me. Not so. They denied authorizing the work. I will definitely be looking for another warranty service company.

We had an In-sink-erator garbage disposal that went bad. We called AHS who sent out a technician who confirmed it was bad and needed replacing. He offered to replace it with a Whirl-away. We declined, saying we wanted the In-sink-erator. Said he couldn't do it thru AHS but could on the side and we could get in lieu cash from AHS. AHS has declined to pay us for the new disposer as the tech was not a licensed plumber(even tho he was good enough to install the Whirlaway). We sent a copy of his handwritten invoice as well as both sides of our cancelled check and have heard nothing. We are filing a claim in our local small claims court.

I have been paying American Home Shield for coverage to my home for 18 years and everytime I report a claim they blame me for the problem. They patch work the probleem and give me a very difficult time to get results. They work together with the companies they hire. The technician always blames the repair on the home owner

May 3rd 2006 my heat pump for my central air unit was smoking and not working properly. I called American Home Shield and turned in a work order as this item is under warranty. 4 days later a heating and air conditioner company came out and looked at the unit, notice a break in the freon line, said would have to order parts and would be back in a couple of days. One and a half weeks went by with no repairman calling or returning. Called AHS again and next day the repairman returned with a filter dryer and a copper "T" saying the items just came in... (these are standard hardware items, and the repairman never took down a model number or anything else on the 1st visit). He installed these two items, recharged the unit, looked at it for 15 minutes and said its all fixed and left. He never went inside the house to check how it was working on air, never checked the heating or anything else. I asked him about the snoke from the unit and he just shrugged his shoulders and said its all fixed. Later that afternoon while the unit was running I again saw smoke cominig from it, smelled a burning smell, and the circuit breaker tripped stopping the unit. Again I called AHS. The next day the repairman came out ran the unit again for about 15 min, checked the freon level, said its all fixed. I asked him about the smoke and burning smell and all he could say was well the unit is old and should be replaced, he said he would talk to his boss and they would call AHS and see what could be done about replacing it, and they would call me later that day. Again later that day the unit was smoking and I could smell a burnt smell from it, and the breaker tripped. I called AHS again. The next day AHS called me twice saying the repairman would call us and would come out again and this time run the unit longer before he came out cause he would actually have to see the unit burning before he could do anything further. I kept the unit off, waited for the repairman that never called that day or the next and the following evening again contacted AHS not only complaining about the heat pump but also this repair company. The next day AHS called saying they would send another company out to check the unit that day. That afternoon another repaiman arrived (from a different company) opened up the unit and immediately saw a burnt circuit board, burnt wires, burnt switch, terminal, and a relay. I told him of the previous repair and the parts replaced and he said thats not the problem here. He stated the unit was old (20 years) and any repairs would just be a temporary fix. I told him how we had the unit repaired 4 times in the last four years thru AHS. He said the unit should be replaced and not repaired but had doubts about AHS doing that as that isnt the way the conduct business. This was on a Friday, so he said they would contact AHS and get back to me on Monday. On Monday the repairmans boss called and said I had 2 options. #1 clean the furnace, replace the outside heat pump (with pre change over to 13 seer unit as per Govt regs) for a cost of $2000.00. But he also added that this would just be a partial fix as the inside unit would still give me problems... option #2 and his recomendation is he would replace both the inside and outside unit with a brand new 13 seer ( as per Govt law) unit for $4089.00. I asked how much AHS was putting toward this and he said they want to repair the old unit and arent allowing more than $250.00. I asked if this was safe and he said No, but thats AHS way...cheap. Since then I have been going round and round with AHS about this. The current repair they are willing to pay is $175.00 for a new circuit board and some wires only.

PART 1-I contacted American Home Shield in June in regards to my A/C not working. They sent someone out to evaluate the issue and they did not fix it. They had stating there was something wrong with the wiring in the ground. They called AHS and requested that the service call be contracted to the org. company that did the work. When this company came out, again nothing was done. During this entire process I called AHS on several occasions to get the run around by a rep that sounded like they were smacking gum and knew nothing on how to communicate with customers. Now keep in mind I live in Texas, Texas heat is unbearable, did they care? NO! They finally told me after 3 appts that my unit is undersized for my home and that it would not be covered anymore. This is 2 weeks later! Also, keep in mind I have had their warranty for almost 2 years and they ALWAYS serviced my unit without a problem. Did they care about this point?NO! I had to pay out of pocket to get this fixed.
Part 2- I called AHS the beginning of June in regards to my electrical problems. Improper wiring in dining room(2 hots touching in attic), a short in the living room, electical improper install on stove outlet. Just to let you know I paid extra to have their extended plan to cover these types of things. After 4 appts with Jesco electric I was still at square one with nothing fixed. At this point and hours wasted on useless customer service calls I gave up at this point. A week later I figured to call AHS to explain my issue AGAIN. They finally sent another company that a. was able to fix the first 2 issues on my warranty b. ontime! c. didn't give me the run around. The most alarming issue is in my living room I had a burnt outlet that was covered up by previous homeowner and would never have noticed. The wires were hot! This could have caused a house fire at anytime! Question, why did it take 5 appts to take care of the issue?

Needless to say after all of these issues and the "I don't care attitude" with AHS and "we never return calls or offer refunds" I canceled. Just the icing on the cake... AHS sent me a bill for 60.00 for Jesco Electric service fee. I already paid this on the FIRST VISIT! Now I am on hold for 26 minutes trying to talk to someone. THEY SHOULD NOT BE IN BUSINESS!

Americam Home Shield (AHS) warranty service is a big scam. On three separate occasions, I called AHS to report about problems with my appliances. Each time they sent a contractor who reported that my appliance has not been maintained properly, accordingly, AHS refused to pay to get the appliance repaired. In fact, the contractors called and requested that the service will not be covered by AHS but they willing to fix or replace the appliance as a separate deal.

I called the CEO office but only got the standard AHS response that my appliance were not maitained and as such they will not pay for the repair. I have read the complaints from other customers and the complaints are the same. I spoke to a number of my neighbors only to find out that they have had the same problem with AHS and have since changed to to companies.

It is regretable that ServiceMaster, a reputable and well regarded company that prides itself with integrity and superior quality in all their services will allow their subsidiary to stoop so low to ripoff their cutomer. I strongly believe that AHS is in collusion with these rogue contactors to ripoff their customers. It is rather unfortunate as AHS management appear not to have any integrity in what they do.

American Home Shield is the home warranty company for my house. We place a call to dispatch service to the house. They ask us to be there for 3 hours waiting for them to show up for them to run late to the appointment. However they did not call before they go to the house for the service call. My son was still asleep, and could not hear the door bell. We send another son to go to the house, only 5 minutes away from the house. When my son got there, the technician already left. When we called American Home Shield, their service representations was so rude, and repeated many times that we still had to pay for the service fee of $50.00. I told them it was wrong. Repeated calls to different representatives still had the same obnoxious answer. Call to the so called supervisor with no better answer. It is bad business practive that a company would require a consumer to wait there for a minimum of 3 hours to wait for them to show up, and they would not allow a mutual courtesy to wait for a few minutes for some one to be at the site. American Home shield states" It is not their job to call before they go, it is the home owners reponsibility to be at the house!"

In order to have them dispatch again to take care of another AC problem, they refused to dispatch the service unless we paid for this previous service call that should not have been charged. I have no choice but to pay!

I've had AHS for well over 15 years and up until this particular incident have been mostly satisfied with the service they provided when called.

The third week of May I awoke to water pouring through the ceiling of my son's bedroom from the the Central A/C unit located in the attic. I called American Home Shield, who sent out a contractor within a day. The contractor blew out the lines, stating that there was a blockage and left.

On May 21, I called the contractor back to tell him that water was again coming through the ceiling.

He returned on May 22 and stated that there was a problem with the recoil and he needed to order a part, which would take 3-5 business days to arrive. Having heard nothing by June 7, I began leaving messages for the contractor.

On June 10 the contractor called to say that AHS sent him the wrong part and he needed to verify the model and serial number from the unit. He then told me the correct part would be in within 3-5 business days.

On June 17, having still not heard from the contractor, I called AHS to complain. I received a bunch of apologies, with AHS placing the blame on the contractor for ordering the wrong part.

I made four more calls to AHS between June 18 and June 28, with more excuses regarding suppliers. On June 28 the contractor appeared with the parts. Over the course of the next three hours, he took apart the entire unit. He then proceeded to tell me that there was something wrong with the furnace portion and that he needed or order another part which would take 3-5 business days. I called AHS, who said that they had to wait for him to call for approval before they could do anything. They offered to expedite the part delivery so it would be there in 3 days (from the time the contractor ordered it). I pushed them and they agreed to stay in contact with the contractor to make sure it was ordered that day.

On July 5, the day after a holiday weekend, I called AHS to ask for a status and was told that the part should have been delivered to the contractor on July 2. I made multiple attempts to call the contractor, but couldn't leave a message as his voicemail was full. I again called AHS, who said they had to find out if he received the part. They were supposed to call me back before close of business. No return call. I continued to try to contact the contractor. No return call and voicemail full.

On July 9 I spoke with AHS. This time I was told that there was a problem with the supplier and they had to order the part from another supplier. Now the part is expected in on Monday, July 12. The only thing anyone can say to me is 'I'm sorry, we have no control over the suppliers".

How sad. They just destroyed a 15+ year positive relationship from someone who has referred business to them over the years. We've had multiple days with temperatures over 100 degrees. This problem began in May -- over two months ago -- and it continues not to be fixed.