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American Home Shield [AHS]
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1.2 1359 Reviews

How responsive is American Home Shield [AHS]'s customer service?

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1284 Unresolved
Very poor 🤒
We don't know much about how American Home Shield [AHS] handles customer complaints outside ComplaintsBoard, but what we see here, on our website, is quite disappointing. We think there might be reasons for the company's actions (like not knowing about the complaints), and we would be happy to see them among customer-focused businesses that easily solve customer problems. But until that happens, we ask reviewers to be cautious when dealing with American Home Shield [AHS] and using their services, and to carefully read the experiences of other customers on ComplaintsBoard, because who is warned is armed, you know! 💪
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American Home Shield [AHS] reviews and complaints 1359

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Newest American Home Shield [AHS] reviews and complaints

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10:29 pm EST

American Home Shield [AHS] shoddy repair job

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!

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11:18 pm EST

American Home Shield [AHS] should be banned

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!

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4:42 pm EST
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American Home Shield [AHS] a/c problems

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.

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12:56 pm EDT

American Home Shield [AHS] denied an authorized emergency repair.

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.

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2:57 pm EDT

American Home Shield [AHS] failure to fulfill contract

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.

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9:30 am EDT
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American Home Shield [AHS] air conditioning

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

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Olive Gray Coe
Dallas, US
Sep 07, 2010 3:26 pm EDT

It was great to feel the support by the substantiated reports and complaints of many others who have been duped by A.H.S. I want to join your Class Action Law Suit against their dishonest and arrogant organization. I, too, have been a member for 8 years. They send incompetent workers from far off companies who often end up either making more calls to do the job or misdiagnosing the problem. My ASKO high quality washing machine should have been repaired and instead they replaced it with a bottom of the line Maytag that didn't match my dryer and has no upgrades on it. When the Maytag was delivered, the mechanic told me he couldn't understand why my ASKO wasn't repaired. The A.H.S. mechanic told me parts weren't available when they actually were. Now I'm stuck with a washer I hate, that doesn't match my dryer.
When my refrigerator froze up on the back panel A.H.S. the service man came and asked for my hair dryer to melt the ice and said it was repaired. Two days later it froze up again and I had to initiate another call to have a part replaced that should have been done on the initial call. When my microwave oven needed repair the mechanic came out and offered to repair or replace it but took no measurements or information needed to replace parts. When I opted for repairs he had to come a second time to get the requirements for repair instead of doing it on the initial visit. This meant he made an additional call at a cost that wasn't necessary.
Now I have an A/C unit that needs a new evaporator coil, supply plenum, drip pan float, switch and mastric seal. I understand that all these parts come in a sealed unit, ready to be attached to my furnace A/C system. A.H.S. refuses to pay for the whole sealed unit and has broken out these pieces of the unit into separate parts and itemized them as additional parts for which they will not pay. They will only pay for the coil and plenum. They offered a cash-out of $500 toward an expense totaling $2, 000.
Sending incompetent service people from far off places in other towns initiates unnecessary travel expenses and extends the time to make the call, a foolish, inefficient, unnecessary expense that could be eliminated and would save A.H.S. money in the long run.

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7:33 am EDT

American Home Shield [AHS] one and a half weeks went by with no repairman calling or returning

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.

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7:42 pm EDT
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American Home Shield [AHS] not honoring warranty-terriable service!!!

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!

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meeker
Victoria, US
Jul 27, 2012 10:13 am EDT
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I contacted AHS in May of 2012 about my air conditioner, they sent someone out and they said the unit had burned up. The unit is old and they have fixed it three times, but now it has to be replaced. The people that came out sent them a work order to replace the unit because it was burned up, this was two months ago. They sent them the wrong air conditioner .so now the air conditioning company had to reorder the system. I called American Home Shield and told them I was not going to pay them anymore until it was solved. They told me they could not hold off on the payments, so we had to go buy window units to put in my house, as you know Texas is very hot and I live in a mobile home and I have breathing problems. So when I contacted them I told them I wanted to be reimbursed for the unit we bought .The supervisor told us to sent the receipts to this address and they would see what they could do. The people reordered the the air conditioner, now I still have to wait several more weeks if not longer, hopefully I will have it my winter. If not me and this company will go head to head, they will pay for my time not there.

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2:11 pm EDT

American Home Shield [AHS] I strongly believe that ahs is in collusion with these rogue contractors to ripoff their customers

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.

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2:06 pm EDT

American Home Shield [AHS] they refused to dispatch the service unless we paid for this previous service call that should not have been charged

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!

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8:25 am EDT
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American Home Shield [AHS] horrible service

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.

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Jacob Taylor
Stockbridge, US
Aug 09, 2011 3:57 pm EDT

On Aug 6 2010 I called AHS Warranty service to sent a repairman to fix my attic fan, he was from Adam Electric company, of the state of Georgia. fron time he arrived to my house he started to complain on attic conditions, i paid him 60.00 bucks to here his B.S. He never called me back to see when he could come back to fix the attic fan. One year later I called AHS to get my attic fan fixed, you got it, they sent the same guy, you got it, he started complaining from the time he got here, this time I put down a floor in the attic, it was in the wrong place, my friend doug, just say you don't want to fix the fan and you just want a free 60.00 bucks.

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9:58 am EDT
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American Home Shield [AHS] terrible service

This company prey's on stealing money from it's customers. My husband and I purchased a new home in April 2010, with out new home we also received "piece of mind" with a home warranty from American Home Shield. What a joke. What we got, headaches.

Our central air conditoning unit failed to cool properly at the end of May. We submitted an online request to AHS on May 26, and May 27 a repairman was at our door waiting to fix the unit. After about an hour with the unit, he reported that it was "unfixable", and he was unable to obtain a model or serial # off the unit because it was worn away. He stated AHS would replace the unit. He stated he would need for them to authorize the replacement before he could do the work.

By June 1 we still had not heard anything from AHS or the contractor. We called both and left messages.

June 2 - The vendor called us back stating they were still waiting for AHS to approve the claim. I called AHS again, and was told it was in process.

June 4 - I called them both again. Now, the vendor was stating that they were waiting on AHS approval, AHS was stating they were waiting on info from the vendor. We, in the meantime were stuck in the middle in a 95 degree house.

June 7 - Called both vendors again, given the same run around by both.

June 8 - The contractor returned to the house to obtain additional information to report to AHS.

June 11 - A rep from AHS called at 546pm to inquire if we were happy with the repairs. I laughed...what repairs? I explained the 2nd visit occured on June 8, and another visit on June 11 (for our furnance fan which also stopped working). I explained we were still waiting on the AC to be fixed. She assured me she would call back by 7pm CST, she didn't. I wasn't surpised.

June 15 - I hadn't heard from AHS or the contractor in several days. I called AHS customer service as was told that my case was now in "case management" meaning I had a special representative to look over my claim. Great, I thought. Finally some resoluation. Boy was a wrong. This is just someone to give you the run around and talk down to you. My case manager stated she would need time to research and she would call me back. 3 hours later, she did return my call to tell me that her company was in the process of completing a "national search" for the necessary part to fix the unit. Woah, wait a second...how will you search for a part when you don't have a serial or model number? She could not answer this question, just kept repeating herself. I asked to speakto a manager and was told, "we don't got managers, and if you want me to, I will just cancel out case management and you can deal with customer service on your issue." What, wait, you are threatening me? Sheer comedy. I explained to her that I wasn't blaming her, but after 3 weeks with no AC in 90 degree temps I am just looking for answers. She told me she would call back the following day in the morning and hung up on me...well, the morning has came and went -- no phone call.

AHS is just looking to rip off it's customers. No managers? A National Search on an unknown part? Come one, they must think that their consumer is an idiot. My next call will be the Better Business Bureau and the Attorney General of WV. This is absurd.

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American Home Shield [AHS] the truth about ahs

I just thought the consumers in the united states that deal with american home shield would like to know the truth about their warranty company. Any one of you that ever had to deal with a water heater issue and thought the contractor was somehow robbing you because you had to come out of pocket for something the warranty company says is covered might be interested in this. American home shield pays contractors a flat fee anywhere from 60. 00 to 140. 00 per call. Period. That is all they pay. They do not pay for any parts whatsoever. So when a contractor comes to your house and you need a water heater that costs 350. 00 and the contractor is getting 125. 00 total for the job it doesnt take a rocket scientist to see that not only is he not making any money he is losing 225. 00. So how can a person hope to survive working for the ahs? They do what they are told to do by ahs. Ahs came up with their patent pass the buck routine, which is to roll the cost down hill, anything you think they are paying for, they pass on to the contractor, anything the contractor is going to lose money on is rolled onto you the consumer. If the contractor doesnt like it, or if they make a big stink about it they are finished. No more calls will be coming their way. When the subject is brought up with their contractor reps. They tell the contractors to do what they have to do to atleast break even on water heaters knowing what they are telling them to do is illegal, and a breech of contract with their customers. These charges are called non - covered charges. Without them the contractors would be broke and out of business in their first month, with ten water heater calls per week they would be finished. This is ahs' standard operating procedure. They had a class action suit filed against them a few years back for denying claims for just about anything, they settled the suit paying the consumer with not money of course but a new and better plan that would guarantee the consumer would have coverage for just about everything. This is actually true. The way they went about covering the costs of this plan is sleazy and dishonest as usual. The contractor says hey wait if youre going to cover everything no matter what and you want us to fix or replace everything you have to give us more money per call. Ahs in their generosity agreed and offered the contractors time and material (This pays them for the parts and for the time spent on the repair) this was a really great thing! It was fair to everyone involved - the consumer got no hassle service, everything was covered, the contractor got paid for his labor and didnt get stuck with paying for parts out of his labor wage. Well this lasted about three months then ahs decided that they would change it so that they paid the contractor 20. 00 more than they're usual fee and he would have to pay for parts, six months after that they dropped it down to they're usual fee. So in the end who eats it again? Certainly not ahs, they dump it into the contractors lap and tell him if he wants to work he'll roll it over onto the consumer period. They are worse than you can imagine. I've been doing warranty work for a long time and they turn my stomach. I refuse to be a party to their practices and therefore don't get much work from them, but thats okay i will tell you also that if you want to get a home warranty policy go to old republic, or fidelty they have much more honest business practices and they are fair to the contractors. If i needed to have a warranty policy i would go with o. R. Because they give us the hardest time about our work which means they care the most about you the consumer. P. S. They got the plug because they deserved it boycott ahs they're ###.

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KES1
, US
Oct 07, 2022 5:38 pm EDT

Just signed on with AHS. Wish I would have came here first. Horrible overseas customer service. Could n t barely understand them. Still sitting in my home with electrical wiring problem. Assigned me to contactor the is out of my area and only comes once per week. 2 others, the same thing. Was told via phone with customer service that repair would not be covered even though I'm seeing and reading it in the contract. Then they stated it was covered. Can't get anyone to come out...Called several times to the electrical companies they provided the phone number to me for and called them several times again. Will go the weekend without power in most rooms of my home and no air conditioning and I live in Texas where we are still having 100 degree days. Will be cancelling and suing for return of any money paid to them. Also reporting to the AG and consumer protection bureau. This is how a class action lawsuit gets started.

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Larlom
Eagle, US
Jun 23, 2022 12:09 pm EDT
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On May 13 we returned from vacation to find our tankless hot water heater was not working. Code error 38 came up. We called The manufacturer (Navion) who told us the code suggested the flow restrictor my need to be replaced. They suggested we unplug the heater for about 10 minutes to do a hard reset, as a temporary fix.

We called AHS immediately and told them the situation AND it involves a tankless water system. The first two plumbers they dispatched do not work on tankless system. D days have gone buy and the system kept coding off and we would reset.

The third plumber dispatched was some what familiar and his suggestion was to have the system flushed. It was last flushed 18 months prior. He told us he does not do flushes. So we called a reputable plumber to come do the flush.

We had taken photos of the code and showed it to him. He called the manufacturer who walked him through some diagnostics to confirm. AHS plumber should have called! A flow rests or needed to be replaced and it could take up to a week to get it. Part was ordered.

About 3 hours after he left, the buffer tank ruptured and a significant amount of water was leaking. We put a five gallon bucket under the system to catch the water and unplugged the system. We now had an emergency situation and called the plumber who had just came out. It is now 8 PM, but he came back anyway. He told us the buffer tank had ruptured and also found the heat exchanger had one or more slow leaks that had caused rusting of some components. He showed us what he had found and documented the water leaks and water damage with photos. Water now off and no hot water. We are elderly and my wife has a broken leg.

He told us it was not cost effective to repair and replacement was recommended. Normally this plumbing company does not work on weekends, but since we were in an emergency situation, he said he would come out first thing in the morning to replace it.

We called AHS and spoke to their escalation department and requested they come out immediately to verify. They could not do so. I begged them to speak to out tech who was standing right their. She refused to speak with him. I offered to send her the photos, she refused to accept them.

She finally dispatched their guy who came out after the new tank was installed. Upon legal advice, we preserved the old tank and all the photos. He briefly inspected the tank and I showed him the photos and relayed what had happened. He said he could not send them photos, though he did take a photo with his phone, of the invoice and one picture.

I asked him what he was going to tell AHS. It was awkward for him and he said he can not make recommendations to them, only report what he found. He explained we are dealing with overseas call center people and alga rhythm guide them and tell them what to do.

I asked if this was his system with these issues, would he repair or replace. He said he would replace, but the decision ultimately rests with AHS. He said he would call them and some should be calling us back.

After no return call, we called again and asked to speak to the escalation department. At first you are told by the front line representatives that they can’t get you there, but if you press hard enough, magically, they can.

They also can’t or won’t give out contact information for upper management. Finally, I was able to get a phone # for “headquarters” who supposedly has some one to assist with situations. I have not called that number yet, as I have promised that the last escalation person I spoke with would call me back in 24 hours.

The claim is unresolved at this time.

Does anyone know of any on going class action suits that we might join or have other contacts and phone #’s for getting help?

LL

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Karlita3
Lufkin, US
Jun 10, 2022 1:10 pm EDT
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Omg! I wished I had known this before I purchased AHS! No wonder they can’t find contractors in my area! They probably don’t have many working for them ! What do I do now?! It’s been a week I’ve been calling dealing with AHS bc my central AC unit is not working and they can’t find any contractors available ! :( I made a bad choice getting AHS! I sure will let as many people I know not to get it !

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June K-F
New Orleans, US
May 25, 2022 12:03 pm EDT
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American Home Shield sent me to a contractor that requires you to call a representative who "authorizes" you to make another phone call to make an appointment. Two-three phone calls with long wait times are necessary for each appointment. My ice maker has been broken for 4 months. The contractor (Express Appliance) has been to my home 6 times. When the contractor cancelled the appointment for the 7th visit, they told me to call AHS. I did and was told to wait for a call from the contractor. Round and round. AHS has no internal system for resolving concerns. I see from the number of unresolved complaints at the top of this page that it is very unlikely that my fridge will be repaired or replaced or that I will ever see the $100 I paid (on top of the premium) for the "service" call again.

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J Remines
, US
Jan 27, 2019 12:06 pm EST
Verified customer This comment was posted by a verified customer. Learn more

Just got ripped off by a contractor sent by Home Shield. Home Shield sent a contractor on Saturday afternoon for an A/C issue. Contractor said bad blower motor. We asked to wait till next week to decide whether to allow repair or replace a/c.
Contractor said Home Shield will "only allow 24 hours to decide". Had to make decision during non business hours. Had no choice.
Contractor was representing Home Shield at that point. Decided to upgrade system. During removal, We asked for old system' non defective components, contractor said it is Home Shield's requirement that old equipment be taken. Asked for equipment to be returned. Contractor has refused 3 times. Called Home Shield and asked about 24 hour deadline and the taking of old equipment. Home Shield Rep was unaware but would get back with answers -- never did. Here's how the scam results. Contractor takes low fee from Home Shield which gives him some one to rip off. Sweet deal for Contractor. Getting an attorney.

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Tracy Spurlock
, US
Jan 07, 2019 1:06 pm EST

WHAT A JOKE! After all the time I have spent trying to contact these clowns, I don't have much time left to comment here! Called to have my dryer repaired (October 2018). They sent out a repairman who had to order parts. With the holidays coming up and us being out of town, I decided to wait until after the 1st of the year to have repairman come back. Well, rescheduling that repairman to come and perform the parts replacement is another act of congress! and AHS has already closed the service order, wanting $$'s for the old one and...I can't get hold of them. BUYER BEWARE!

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chris McDonnell
, US
Sep 16, 2018 4:29 pm EDT

Ours is A/C also, started August 17th. They sent out a company 5 days later, we live in Texas, 96 degree heat. He said drain and dirty outside coils, (which are covered) but technician said not covered and charged me $60.00 between him and I, did not want company he worked for or AHS to know about it. Six days later he had to come back out, it stopped working, he had not secured shut off door in attic. He gave me his cell number and told me he owned the company, what a lie. It quit 30 minutes after he left, they said would send senior technician out, in 8 days, WHAT! Took the day off work, around noon they call and say busy, will be in 2 more days. Take day off again, they call around noon and say coming out next day, in case it rains. Insane. Fortunately it had started to run again and I figured may be freezing up. Technician from before shows up at noon, says I called him and said I had son at doctor but wanted him to come by at noon. I sure never called him, do not have a son, and had not been near a doctor. It quit working after he drove off. I called company and told them may be purely coincidental, but he had showed up at house lying and when he left it quit. The receptionist accused me of accusing their employee of sabotaging the unit! They called AHS and dumped me, but next day new company came out and found problem right away. He cleaned outside coils but ignore attic coil and it was rusted to no end and needed replacing, as did condenser. Yes costing money, but may never need home warranty again, all this work will be covered for 10 years, like a new unit. So someone owes me $60 crooks at All Pro Air Solutions most likely

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sandra cowan
, US
Aug 31, 2018 10:10 pm EDT
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We have been with AHS for the last 15 years, this is the first time for the bulls''t we are getting on this order. We do not call in every day or every month, we might not call at all, but AHS still get it monthly payment on time without any delay in service. I do not know why you cannot get a supervisor on the line, I do not know how the ceo of this company is not aware of what is going on with this company, I do not know why you trained people to lie to the consumer, but this is what I know, the consumer put you in business and they can put you out of business. If you do not believe me look at the history of Sears where they forgot about or chose to ignore the complaints of the customers and start refusing to stand behind their brands or lives up to the names they once brag about.CEO open your eyes, when you start loosing customers that mean your job is also on the line. It is nothing wrong been honest.

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Boris Bedoris
, US
Aug 05, 2018 9:08 pm EDT

I had AHS for 1 year - supplied by my house seller. Free to me.
My 20 year old air conditioner was going out, so I drilled a teeny tiny hole in the condenser coil. No way I was going to pay over $1000 for freon to patch the "leak" and replace the freon - so I took a $1600 cash in lieu for the repair, and applied that to my NEW AC unit.
Toward the end of my 1 year policy, I drilled another teeny tiny hole through the heat stack in my 20 year old water heater. They would have replaced it, but their representative needed $350 in additional charges that he claimed AHS didn't cover (drain pan, new improved exhaust ducting, etc.) I said NO and took a cash in lieu of $450 and replaced it myself for about that cost.
I had two service calls totaling $150.
I got a new water heater and a new AC at a greatly reduced price.
Not proud of what I did, but I did what I did.
I think AHS is great!

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768177
, US
Sep 07, 2018 6:40 pm EDT

That's the definition of insurance fraud

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Theresa 3545
, US
Jun 30, 2021 11:03 am EDT

How do you get a cash in leu my heat pump has been out for 2 weeks going on 3 cannot get past authorization part ?have platinum package.

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DFBlack
, US
Jul 30, 2018 11:49 am EDT

American Home Shield continues to engage in bad faith insurance practices. Despite having to settle multiple class action lawsuits, American Home Shield continues to engage in bad faith insurance practices. My case is identical to all the claims litigated in the Faught Class Action Lawsuit . American Home Shield engages in bad faith insurance practices by denying legitimate claims in the first year of a customer's home service for "lack of maintenance." In my case, my wife and I recently purchased a home and as part of the contract, purchased a home warranty through American Home Warranty. Within days we discovered our AC was not working properly. It was almost a 100 degrees that week. We have two daughters, one is almost three and the youngest just turned one. It was clearly a health and safety issue for our girls to get immediate attention. Rather than take prompt action to help us, AHS took advantage of our situation by stalling, sending substandard contractors, denying our claim for "lack of maintenance", and then failing to address our requests for review. Specifically, we filed our claim June 18th. They didn't send out an AC contractor until the 19th. When he arrived, he said he couldn't assess the AC unit because it needed to be cleaned. Of course they could clean it for a fee of $175.00, which wasn't covered by AHS. When I tried to get American Home Shield to intervene and manage the contractor then sent after I paid the $75.00 service fee, they failed to respond. After paying fees to clean the unit, the technician finally did a pressure test and said there was a leak in the system. After days of arguing with AHS, they denied my claim because the unit "was not properly maintained." This was despite the fact that we paid for coverage due to lack of maintenance! Since system was broken at time we moved in, it was clear it was not properly maintained before we moved in and fell within the contract. After a week of being displaced for the safety of our kids, AHS finally agreed to repairs, but would only cover $1, 013.00 of repairs and I was responsible for 1, 500.00 in repairs as they didn't cover full costs of Freon. This is where the dishonesty of AHS and its subcontractors revealed itself. The high costs of repairs were due to the contractor's estimate of replacing 10 pounds of Freon at $150.00 per pound. After consulting a reputable AC contractor, I learned my unit only held 5 pounds of Freon! Of course AHS's dishonest contractor was willing to replace my unit at a cost of $7, 000 and AHS would apply their costs to repair ($1, 013) to a new unit. Both AHS and their contractors use pressure tactics and the misfortune of homeowners to their advantage. Luckily, I contacted a reputable contractor who gave me advice. He could install a better unit for one third the cost of the AHS contractor. He also told me he refused to work with them as they encourage contractors to deny claims and blame it on lack of maintenance. It was clear that AHS's business practice is based upon dishonesty and bad faith insurance practices. When I brought this to their attention and requested that the $1, 013 they were going to pay their contractor be applied to my contractor's costs, they began to give me the run around. I finally had to replace my unit and I am still waiting for a response from AHS. In fact, I have literally been on hold with them all morning as I write this review. While their customer services reps are kind, there appears to be a clear tactic of trying to wear down consumers and stall hoping they will go away. Every time I call, I am placed on a long wait. Other times, I call and the "system is down" so they can't transfer my calls to a supervisor. I finally got a number for the Authorization Specialist Department [protected]). I have called them over a half dozen times asking for resolution of my claim. After hours of wasted time, I am told a supervisor will call me back. It never happens. Since I am an attorney, this morning I asked to speak to their legal department. After an hour they connected me to the American Arbitration Association, a not for profit organization in the field of alternative dispute resolution! Back on hold again waiting on a supervisor, but it is painfully clear to me I will have to file a legal action to get resolution. Their tactics are to wear consumers down. It is unconscionable they would not respond to my requests for assistance after paying for their annual contract and after I told them I had two young children and no AC. I would never do business with them again and I will go out of my way to warn people to not throw they hard earned money away by using American Home Warranty. You not only will be disappointed, you will waste days of your life arguing with them.

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8:02 pm EDT

American Home Shield [AHS] unbelievably bad experience

Nov 30 First incident with heater.
Dec 1 Second incident with heater. Cut off gas to heater.
Dec 2 Early morning Contacted AHS and placed service request.
Dec 3 Placed on hold for 30 minutes, unable to contact repair company that was assigned to repair unit. Service ticket was assigned to different company
Dec 4 Called to check status. Was told the ticket was escalated to an EMERGENCY
Dec 4 3PM Repairman came to house to work on unit. Stated that he forgot his tools.
Dec 8 Called repair company to check status of parts ordered. Phone call not returned.
Dec 9 Called repair company to check status of parts ordered. Phone call not returned.
Dec 9 Contacted AHS to inquire. Was told to expect a return call by COB. Phone call not returned.
Dec 10 Contacted AHS to inquire. Was told that part was placed on a Nationwide search because it could not be found thru normal channels on the 9th of Dec. If it could not be located within 72 hrs that the status would be changed to the unit needing to be replaced.
Dec 11am Contacted AHS to inquire on status at 4PM. Was told that search has been stopped and that we would be contacted in ref to replacing unit.
Dec 15 AM Contacted AHS because we still had not been contacted. Was placed on hold for 25 minutes and then told that I would be contacted within the day. AHS was unable to contact the contracted repair company. PM Same thing. Placed on hold for 19 minutes then told that AHS was having trouble locating the part needed to repair my unit. When I tried to explain the past 13 days I was abruptly interrupted and told that the repairman had called in the wrong model number and that is why they could not locate the part but that they were going to place the part order as an EMERGENCY STATUS.

Wife and 2 Kids sleeping around a $75 space heater in Living Rm.

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AprilWV
Rivesville, US
Jun 16, 2010 9:35 am EDT

The exact same thing is happening with my current claim. On May 29 we had the contractor come out for our A/C, as of yet nothing has been done. The same exact run-around has been given to us; first I was told it would be replaced, next I was told a national search on parts -- get this -- for a unit that they are UNABLE TO READ THE SERIAL # on. If you cannot read the serial number, how are you able to search for parts?

I am still at at loss for words on the service I have received from this company. Unbelievable, doesn't even begin to describe it.

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12:01 pm EDT

American Home Shield [AHS] warranty scam

I have had AHS for many years now on 3 separate units.

They are okay if all you have is a toilet that wont flush properly or a sink clog (things you could do yourself for far less than the $60 service fee.) But a repair that costs any significant amount of money and its like pulling teeth to get the work done. On top of that, it seems they pay their contracted companies such a dismal amount compared to market rates that those that none of the companies in my area work for them so it takes longer to get someone here. And woe if something breaks on a Friday that doesnt fall under emergency status

I've also had to call them late at night and their call center is dismal. One operator picked up the phone and placed it back down. It failed to hang up and I had to listen to her chatting about her errant boyfriend to a co-worker. I couldn't hang for a while because they were still connected to the call.

I recently needed a new wall heater due to a faulty valve leaking natural gas. The company they sent out on Monday said theyd try to order the part but it was most likely obsolete and would replace the whole unit, and left, no work done (gas still leaking!)

On Friday I called AHS to check status and the repair company said the model was obsolete, part unavailable, but had given them the wrong model number until that day, so AHS would start searching for the part themself and had 48 business hrs to search before they would then search for a replacement heater.

I called the Gas Company who promptly came out and capped the gas line at the wall (why didn't the repairman do this?)

Tuesday an appointment was made for the next morning but I would have to pay an additional $55 for a gas connector and $50 to haul the old one away. I told the repair company to make the appt but that I would call AHS about the extra charges. I called a couple haulers approved by my city and found one that would actually take the old heater FOR FREE (SCRAP METAL)

The repair guy arrives, I tell him I dont need him to dispose of the old one and why and he refuses to install the new wall heater unless Ill pay him to dispose of the old one, and LEFT! So I call AHS and they stand by the repair company!

Im beyond done with this company theres too many other competitors to deal with these sorts of problems.

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3:29 pm EDT
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American Home Shield [AHS] deceptive attempt to snare me into an account

I was home on a Wednesday recovering from a foot surgery. The phone range and the caller announced that I "need to renew" my American Shield Home Warranty account. I told him that I wasn't aware that I had such an account. He said "Oh yes, you do, and I sure hope that you haven't had any expenses for things that were covered, like your water heater, furnace ..." etc. So I told him that I would prefer to lookup my account online, adn hae gave the web-site address. To make a long story short, it turns out that I have no account with them, and they were just trying to scare me into setting one up.

Sleazy ! I recommend avoiding thes folks !

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3:31 pm EDT

American Home Shield [AHS] rip off

Call for AC service. Vendor checked unit, found nothing, flup breakers then informed me there was no power going to the outside unit, will ne electrician, maintenance and a disconnect box then tried to sell his company's service for all of this. I refused and had electrician come out. nothing wrong with electricity, cost me additional money. AHS refusing to service ac until I meet this vendors bocus requirements and they will not recheck to verify that this was an attempt to rip me off by one of their vendors and also to take customers from them. I am stuck unless I spend needless money for requirements not needed. The ac only needs charging. VERY PISSED AND CORNERED.

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Lasso Septic and Sludge Operations
Jasper, US
Jul 23, 2009 10:12 am EDT

We provided services for them. We cleaned a septic tank for one of the houses they were building. The lady the house was being built for was to pay her part.(in which she did) American Homeshield was to pay for their part. We haven't received any money on the bill. That was in april of this year.

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American Home Shield [AHS] to this date, I have not received any reimbursement

Until recently, I was very satisfied with the services rendered through American Home Shield. However, when I put in a request for a work order to check my hot water heater, the amount of time it took for a company to contact me and address the order extended from April 28 to June 3(which is date that my policy was cancelled.) When the company came to the house, they quoted an overcharged price to install the hot water heater and change the hoses given the fact that American Home Shield offered to pay for the hot water heater. After going to Lowes and speaking to one of their knowledgeable staff, he showed me how easy it was to install the hot water heater and hoses without having to change any of my hardware. I realized that the cost for the company to install the water heater was definitely over priced. As a result, I purchased and installed the water heater myself. After consulting with one of the representative with American Home Shield, he assured me that they would reimburse me for purchasing the hot water heater. To this date, I have not received any reimbursement. This is not my only complaint but rather another complaint concerning the companies that American Home Shield authorize contracts with to assist their customers. Some of these companies are very unprofessional. For instance, a worker from a company came to my house to fix my air conditioning unit. As a result, the worker did not fix the air conditioning unit but rather caused more damage to my air conditioning unit. Resulting in requesting other work orders to fix the problem. In conclusion to these problems, American Home Shield dropped my insurance policy refusing to renew it. It's amazing how some insurance companies can decipher which policies they will renew and while others they can drop with no warning or prior notificaton of a cancellation date.

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Susan N.
Dallas, US
Jun 11, 2010 8:57 am EDT
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We had a similar experience with American Home Shield. We have had a lot of problems with our air-conditioner, and it really should have been replaced years ago. Anyway, they have patched the thing up for us every summer which was sufficient. This summer, of course, it went out, and we called in an order. We canceled it after we were able to get it running ourselves, and AHS promptly sent out a notice canceling our policy. No warning.
If you feel as though you are "protected" because you have a home warranty company, think again. They can drop you like a hot potato if they think they may have to spend any money on you. Even if you have faithfully paid them, on time, for seven years. Got to love the way they treat loyal customers. In short, they stink.

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American Home Shield [AHS] - unable to deliver service

We bought the American Home Shield - home warranty with complete coverage hoping that we could use it if anything goes wrong in the home. Unfortunately as much as they are greedy in signing the contract and selling the warranty, we realise today it is worthless. We recently had some issue with plumbing and we were assigned a contractor - Right Away Service...

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American Home Shield [AHS] stay away from them

AHS claims code violaitons or improper installation to avoid paying for replacement items or expensive repairs. Before giving their contractors "the additional costs" or cutting your losses, contact your own contractors for an estimate and ask them to verify or discredit the AHS contractor's claims of code violations or improper installation. Take this information and file a complaint with the BBB and your attorney general website. AHS does respond back to them and it gives you a mediator to work through to get your satisfaction. Plus it changes their BBB rating if everyone complains forcing them to eventually honor their contracts without the hassle.

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American Home Shield [AHS] In-depth Review

Overview:

American Home Shield (AHS) is a leading home warranty provider that has been serving customers for several decades. With a rich history and background in the industry, AHS has established itself as a trusted name in home protection. The company's mission is to provide peace of mind to homeowners by offering reliable and comprehensive coverage for their essential home systems and appliances.

Services Offered:

AHS offers a wide range of services to cater to the diverse needs of homeowners. Their plans cover major home systems such as HVAC, electrical, and plumbing, as well as essential appliances like refrigerators, dishwashers, and washing machines. Customers can choose from different coverage options and plans based on their specific requirements. Additionally, AHS provides additional services and add-ons, such as pool and spa coverage, to enhance the level of protection.

Pricing and Plans:

AHS offers a transparent and competitive pricing structure for their home warranty plans. The pricing is based on the chosen coverage options and the level of protection required. Customers can easily compare different plans and their features to find the one that best suits their needs and budget. It is important to note that AHS does not have any hidden fees or charges, ensuring that customers have a clear understanding of their expenses.

Coverage and Claims Process:

AHS provides extensive coverage for a wide range of home systems and appliances. However, it is essential to review the limitations and exclusions of coverage to have a complete understanding of what is included. In the event of a covered breakdown, AHS offers a straightforward and efficient claims process. Customers can easily file a claim online or through their dedicated customer support. A step-by-step guide is provided to ensure a smooth and hassle-free experience.

Customer Experience:

AHS has consistently received positive customer satisfaction ratings and reviews. Customers appreciate the ease of contacting their customer support team, who are readily available to address any queries or concerns. AHS also prides itself on its quick response time for claims and service requests, ensuring that customers receive timely assistance when they need it the most.

Contractor Network:

AHS maintains a vast network of qualified and reliable contractors across different areas. These contractors are carefully selected to ensure high-quality service and workmanship. Customers can have peace of mind knowing that their repairs and replacements will be handled by experienced professionals who are committed to delivering exceptional results.

Transparency and Communication:

AHS places great importance on transparency and communication with its customers. The terms and conditions of their plans are clearly outlined, providing customers with a comprehensive understanding of their coverage. Pricing and coverage details are transparent, allowing customers to make informed decisions. AHS also offers various communication channels and is responsive to customer inquiries, ensuring that their needs are met promptly.

Pros and Cons:

AHS has several strengths that make it a preferred choice for many homeowners. Their comprehensive coverage, competitive pricing, and reliable contractor network are some of the key advantages. However, there are areas for improvement, such as the need for more flexibility in plan customization. Additionally, some customers have reported occasional delays in claim processing.

Comparison with Competitors:

When compared to other home warranty providers in the industry, AHS stands out with its extensive coverage options and reliable service. The company's pricing, coverage, and customer satisfaction ratings are competitive, making it a strong contender in the market. However, it is important for customers to compare different providers based on their specific needs to make an informed decision.

Final Verdict:

Overall, American Home Shield (AHS) offers reliable and comprehensive home warranty services that provide peace of mind to homeowners. Their extensive coverage, transparent pricing, and responsive customer support make them a recommended choice. AHS is particularly beneficial for homeowners who value the convenience of having their essential home systems and appliances protected. With AHS, customers can rest assured that their homes are in good hands.

How to file a complaint about American Home Shield [AHS]?

1. Log in or create an account: Ensure you are logged in to your ComplaintsBoard.com account. If you do not have an account, please register by providing the necessary details to create one.

2. Navigating to the complaint form: Locate the 'File a Complaint' button situated at the top right corner of the website and click on it to access the complaint form.

3. Writing the title: In the 'Complaint Title' field, concisely summarize the main issue you have encountered with American Home Shield. Make it specific and clear, such as "Delayed Service Response from American Home Shield" or "Unresolved Billing Issue with AHS".

4. Detailing the experience: In the complaint description, provide a detailed account of your experience with American Home Shield. Include key areas such as customer service interactions, timeliness and quality of service, clarity and accuracy of contract terms, billing and charges, or any other specific issues you faced. Mention any transactions with the company, including dates and reference numbers if available. Clearly describe the nature of the issue, the steps you took to resolve it, including any communication with AHS, and the company's response or lack thereof. Explain how this issue has personally affected you, whether it's through financial loss, stress, inconvenience, or property damage.

5. Attaching supporting documents: Attach any relevant documents that support your complaint, such as correspondence, contracts, receipts, or photographs. Be cautious not to include sensitive personal information that could compromise your privacy or security.

6. Filing optional fields: Use the 'Claimed Loss' field to quantify any financial losses you have incurred due to the issue with American Home Shield. In the 'Desired Outcome' field, clearly state what resolution you are seeking, whether it's a refund, repair, apology, or any other specific action from the company.

7. Review before submission: Carefully review your complaint for clarity, accuracy, and completeness. Ensure that all the information provided is factual and that your desired outcome is realistically achievable and clearly stated.

8. Submission process: Once you are satisfied with your complaint, click the 'Submit' button to send your complaint to ComplaintsBoard.com for review and publication.

9. Post-Submission Actions: After submitting your complaint, check back regularly on ComplaintsBoard.com for any responses or updates. You may receive feedback from other users or potentially from American Home Shield itself, so it's important to stay informed about the progress of your complaint.

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Contact American Home Shield [AHS] customer service

Phone numbers

+1 (800) 735-4663 1-888-682-1043 More phone numbers

Website

www.ahs.com

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