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American Home Shield [AHS]
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American Home Shield [AHS] Complaints Summary

56 Resolved
1282 Unresolved
Our verdict: If considering services from American Home Shield [AHS] with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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American Home Shield [AHS] reviews & complaints 1341

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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] bathtub faucet valves

2/18/10

My claim to repair leaky faucet valves was denied because the knobs were off when the repairman looked at it and he said that he could not diagnose the problem even though I had the knobs nearby and I even offered to turn the water on for him so that he could see that the problem was obvious. The leak had caused the tile around the area to fall and we had cleared out the falling tile so he said that the site was not intact so they denied the claim. I called them and told them that I would not be renewing their contract.

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American Home Shield [AHS] Hot Water Heater

I called AHS on Sunday to file a service request on our hot water heater. I heard back from them on Monday as it was a weekend. A plumber looked at the heater on Tuesday and verified it needed to be replaced but moved over a few feet to be up to code. Of course this move was not covered and was double what it was to install the unit.

I called AHS back and asked how much cash they would give so I could switch to a tankless heater and not have to move the pipe. They failed to inform me that a cash request would take up to two days in the mean time, the service request was postponed. Finally after I had enough cold showers I gave in and canceled the cash request.

AHS called the plumber and gave them the go ahead. The plumber goes to pick up the parts on Thursday and AHS had not sent over the paperwork. Here I am, a professional, sitting on my butt waiting on AHS to finish the paper work I filed 4 days ago. Meanwhile, my plumber is pissed because the rest of his day is screwed because of this little incident. I just hope he doesn't take his anger out on my plumbing!

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American Home Shield [AHS] unfair resolution

This company is only willing to give us 1/4 the value of our Dacor dishwasher unit or try again to fix the problem. We have been in this home for 1.5 years and the dishwasher has broken 5 times. Plus, as always, this is just like an insurance company where they make it difficult for you to get a fair resolution hoping that you will just go away! The service providers appear to be upfront but AHS seems deceptive. I have two homes under this company and I will ditch them...anyone know a good home warranty company?

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guarnes
Santa Barbara, US
Jan 29, 2010 2:07 pm EST

All of the complaints I read about American Home Shield is very true. I sympathize with all the people who were ripoff by this company. I still have my coverage with them for the remaining 6 months of my 1 year contract but with all the frustations I am experiencing with them, no way I will renew my coverage. I will tell every relative, friends, neighbors, co-workers and all people I will meet not to use this company. They are really bad.

Thanks
Sally Guarnes
Santa Barbara, California

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American Home Shield [AHS] terrible experience

I have had active accounts with them; multiple units for years. Recently, one of the heater blowers in a condo broke. They sent a tech; he didn't even bother to open the unit. He called AHS and submitted a verbal report that the unit was (a) installed wrong and (b)failed because the filters were not replaced. For this, I had to pay my share on the spot. No receipt, no report to me.

I obtained AHS permission and called a tech using the condo association referral. They came and confirmed that's how all other heaters were installed; and they showed me how the blower fan broke. It was a pure mechanical failure, thru wear-n-tear.

I will stay away from the minute details. But, the circus started with AHS not paying for the repair. They continued to maintain their position. They refused to write to me on their position, despite repeated requests.
I was upsent and took them to the court after months of pursuit. A grumpy, rude lawyer was sent to represent them. I had certificates from the repairing tech company to confirm that their position was wrong. Finally, they paid for the repair cost; nothing else, not even the court cost.

After two months, when the renewal came up, guess what they did? They just dropped me from future warranty service. I guess they expected me to meekly accept their one-sided judgment and not contest.

A classic example of service! Made me thrilled about paying them for several years with my trust; just in case I evere needed service they would stand by!

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Cexi-Lexi
Cleveland Heights, US
Jan 08, 2010 1:07 pm EST

This company is bad business. I too paid over a few years.. no cliam ever made.. until my furnace went out... and you know what? I ended up paying as well...

BUYER BEWARE!

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American Home Shield [AHS] ahs refuse to reimburse my bill

During last summer when the temperature was over 100 degrees our home Air Condition Unit went out. I called AHS who said they will call back in a couple of hours with a number for an AC repair company, but never did. I called back and the girl on the phone told me if I can find my own repair person that they will reimburse me after my AC is fixed. Well, I found a company who charged me an extra $75 for being a Sunday, but fixed the AC. I called AHS back after the repair person left to tell my bill waas $ 715! But they told me that I should have called first before I got my AC fixed, but I told them that their CSR told me all I had to do is find someone and get it fix and call afterwards...I even repaeted what she told me and there was noting about me calling first to get an okay. I demand AHS to listen to their so-call recordings of when I called but they they stuck to what they said. And another thing I called three other repair companies that refuse to do business with me because of AHS until I finally found one that would. I gave up trying to get my mooney back from AHS and will not recommened them to anyone.

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unsubscribeme
Memphis, US
Apr 13, 2010 9:48 pm EDT

Let me ask you this. If you owned a bank and you had someone come in and ask to borrow a million dollars, would you as a wise bank owner say "yes" with out any stipulations? No, you would not. Nor should you expect any company doing monetary business either. That's just stupid!
No company is just going to give you carte blanch authorization to go and do repairs or replacement without knowing what the issue was. This is a home warranty. There are still stipulations.

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American Home Shield [AHS] poor service, trying to rip off

Sat. 9/26/09 2:50 pm service request
Dispatch information service fee
_
Dispatch number : 158xxxxx $ 60.00
service contractor assigned
vendor name : us heating & air conditioning, inc
email : [protected]@usairandheat.com
phone : [protected]
Service item (s)
air conditioning (central-electric)

Friday 9/28/09 ushac technician arrived at 4:00. checked out a/c determined that compressor was bad. said that most likely they would replace outside (condenser) unit since unit is about 30 years old. he said they could probably do the install this thursday. great that’s not too bad. only 1 weekend and half the week with no a/c. yeah right!

Friday 10/2/09 (1 week since technician was here) called ushac spoke to nicole to check status. she said there were some non covered items condenser pad $150, tie down straps $150 and disposal fee $75 total for "non covered items $375.00 I found the pad and tie down straps locally from a supplier (yes the exact same pad that they brought to use because I didn't tell them I already bought one) for $37.02 out the door with tax! I told her about florida law stating mismatched systems 13 seer outside with older 10 seer inside unit and being noncompliant. she was going to call ahs and get back with me.

Monday 10/5/09 (90 yesterday and today) 11:45 called ushac spoke to nicole. said that she was getting with her manager.

Monday 10/5/09 called ahs spoke to naomi she had spoken to ashley at ushac who was talking to"home inspector"? I asked about cash out option at this time.

Tuesday 10/6/09 9:30 lacricia called me from ahs cash out amount $766.87 for condenser. I told them that florida law states that units can't be mismatched and must meet 13 seer efficiency standards.

Wednesday 10/7/09 (91 today) 6:25pm called ahs spoke to lindsey. she transferred to mike in contractor assistance or auth department or whatever they call it there. he stated that there was a request from ushac for an inside unit replacement.

Thursday 10/8/09 (91 again today) 11:40 called nicole at ushac. waiting to hear back from ahs. she said that she spoke to them this morning.

Thursday 10/8/09 12:50 called ahs spoke to lakita. more b. s. ahs contractor assistance is getting with ushac. they were authorized to replace condenser. now ushac wants to just replace compressor?!? ahs said they would not put a compressor in a 30 year old unit.

Thursday 10/8/09 3:10 called ushac nicole out of office checking on an order should be back in 30 min.

Thursday 10/8/09 3:45 called ushac spoke to nicole said manager is getting order together. they will call back later today to schedule. still couldn't say what was going to be done. sounds like a line of crap since"order was being put together and she couldn't tell me what was going to be done!?

Thursday 10/8/09 4:00 called ahs spoke to daniel. I again told them about the florida law and code n1100.0.2 which states that matched systems are required and may be verified by ahri data, accredited lab, manufacturer’s letter, or letter from p. e. state of florida

Friday 10/9/09 (2 weeks since technician was here and another week of temps in the 90's with humidity to match) 11:35 call from ahs (mike?) said that both indoor and outdoor units were ok'd for replacement but there were $760.00 in non covered charges.in addition to the pad, straps and disposal for the condenser as listed 10/2/09 there were plenum modifications to "make the new inside unit work with my existing ducts", "duct work", (sounds like a double dip there to me and b. s.! ahs does cover these when needed to maintain compliant as per section e of their covered items!), and permit cost. ok 1 thing that is not covered and I don't have a problem with. funny how a permit was never mentioned before. think one would have ever been pulled?

Monday 10/12/09 11:00 called ushac nicole not available, she was on phone and had 2 more on hold waiting. left message to have nicole call me.

Monday 10/12/09 3:45 called ushac again nicole not available. person (not sure her name) said parts were ordered 10/7 but didn't know if parts were there or not or when they would be. left message again to have nicole call me.

Monday10/12/09 5:20 nicole called and left me message saying that half the parts were there and she was waiting for the other half.

Wednesday 10/14/09 4:00ish nicole called and said all the parts were there and they could do install tomorrow! great! but I work for a living and had appointments that could not be moved. I moved an appointment on friday and we set up the install to be done on friday at 10:00.

Friday 10/16/09 install day! looking forward to having a cool house for a change! early meeting done, drop off items to customer done, appointment done. let’s get some a/c now! as I am rushing to get home, 9:50 phone rings, I know this number it's ushac I bet they will tell me that they will be at my house in a few minutes! woo hooo! wrong! nicole from ushac "we won't be able to do your install today. one of our installers called in sick and it is raining outside." you are kidding right? it's not raining here! I cleared my day today for this! "we can put you down for monday" no! I can't! I moved appointments from today to monday! this is a joke right? it's not raining here! looks a little cloudy but not bad out. this is b. s.! "i'll see what I can do. let me call you back."

Friday 10/16/09 10:20 nicole called. "we can be at your house in about an hour"
about 11:30 the installers arrive and get to work. everything going fine. almost done and one guy gives me paperwork to fill out and collect the money for non covered items of $760 which were to be itemized and were not. also I see it says "change out 2 ton split system" woah! I had a 2.5 ton system! I double checked numbers and sure enough I had a 2.5 ton and the new condenser was a 2 ton! son of a b*! call ushac got nicole and ask about the charges then said we have a bigger problem. the unit you put in is a 2 ton, what you took out was a 2.5 ton. she responds "according to the numbers on your old unit it was a 2 ton" stop! no it wasn't! I know the numbers and it was a 2.5 ton! she transfers me to norm (the manager?). we get the 2 ton 2.5 ton mix up handled. "ahs sent the wrong one but i'll authorize the installers to get you up and running with this unit so you can have cool air and expedite the correct condenser order" ok now what are all the "non covered" charges? well we have a new hanger kit. a what? the kit that mounts the inside unit. um no they used the one that was there! (I am looking at in the attic) now he is on the phone with the installer that's outside and I hear him say nope we were able to use the old one. ok that’s $150 off next, pad and hurricane tie downs. nope nice try I supplied them! that's another $300 off what else? disposal, I am going to dispose the old components myself. I will take to recycler. back and forth about how he can’t leave it because it has refrigerant in it blab blab b. s. it doesn’t have refrigerant in it the system is open! by the time that was all done I only owed them for the permit charge of $130.00. that is the only thing that was not covered by ahs.

Tuesday 10/20/09 ushac came out and changed out 2 ton condenser with proper 2.5 ton condenser. I asked the technician to check the heat as it seemed to not be heating that well, not like the old unit. he did a quick check and determined that the heat was coming on and it was working. I knew it was coming on but it wasn’t blowing that warm. well ok. at least I have a/c but it doesn’t seem right.

Sunday 11/1/09 while disassembling the old components to take to the recycler I discovered why the heat wasn’t working that well. I knew that the new heat strip was a 5kw strip. I wasn’t sure what was in it before. I thought it was a 5 kw but nope! it was a 10kw! that explains why it wasn’t blowing that warm!

Wednesday 11/4/09 so here we go again call ahs on wednesday and they dispatch to ushac. ushac called to confirm the request and they said they could come and install the 10 kw strip tomorrow if they had in stock. they would call back. it’s now 5:05 on wednesday and no call back. I wonder how long this is going to take to get this replaced now!

Saturday 11/7/09 9:30pm well no follow up or any other calls from ushac. I did get an automated call from ahs inquiring about my recent service request. typical ahs automated bs where you have to listen to the entire line of crap before putting in a number. I didn’t have time for that crap and hung up after trying to speak to a rep but just was sent to the beginning of the recorded message! also nobody has been by from ushac as the installer said they would to do their “final inspection” before the county came and did their inspection to close the permit.

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Brenda Drake
Houston, US
Dec 16, 2013 3:21 pm EST

I canceled my contract with AHS last month OCT 2013. I received a check back for the incorrect amount. I returned the check with a letter to the billing department in Tennessee, the address listed on the check and I have not received the check with the correct amount owed my.

My Name is Brenda S. Drake [protected], please contact me.

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American Home Shield [AHS] repairs still needed

Don't buy the warranty. I have an oven that needs repair for nine months and the customer service rep just sends people out to repair the oven. It works for a day, then dies. I have refused to pay anymore "service fees" (what a ripoff). Instead of simply replacing the oven, they just send someone else out to work on the oven then it still doesn't work. You would think that these brainless people would figure out that the money they have spent on repair people, they could have bought a new stove/oven and saved money.

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American Home Shield [AHS] rip off

American Home Provided the home warranty on my home I purchased 06/23/09. It is suppose to cover all major mechanical systems.

08/31/09 I came home to 95 degree tempetures inside my home. The next morning I call AHS to use my warranty. I was told by their service rep they contact their contracted companies and their company would contact me within the hour to make a appointment. They gave me the name and number of the company, Tri's heating and air. By the way this a/c company was 80 miles from my home.

5 hours later no call. I had to contact the a/c company and set the appointment. The sheduled me for 12 noon 0n 09/02/09. The next day 12 noon comes around no service, 1pm no service, 2pm no service. I call tri's heating and air. The rep tells me no one is coming to my house because they don't have enough repair men. Don't call me, fax me or email. Just don't come.

I call AHS and the rep contacts another company and gives me their number. I call this company and they come out within the hour to my house. Dave Broussard heating and air, I have nothing but good things to say about them, Excellent. The service tech examines the a/c unit and lets me know its the condensor and the a-coils and they need to be replaced.

30 minutes later I get a call from AHS explaining what it is and they are going to fix it By Friday. The service tech lets me know they will be out friday when the parts come in. An hour later I get a call from the tech letting me know that AHS wants a second opinion. Think about this, they don't trust their own companies they contract with.

I call AHS. They want to send out the same company that didn't show up the first time to get a second opinion. I've talked to three about 5 reps now and they all say its to protect me.

Well today is 09/03/09 at 12 noon and no contact from Tri's Heating and Air. I've called the home office and am trying to contact the President of the company, Dave Crawford. He has some type of Presidents committee to handle complaints. Called at 8 am this morning and have not received a call yet.

The labor day weekend is coming in two days, thurs today, doesn't look like I'll have a/c till next weds or thurs, because monday is a holiday.

My advice is DON'T BUY YOUR WARRANTY WITH AMERICAN HOKME SHIELD.

They don't trust their own service people and don't honor your business.

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Lynda Fanner
, US
Aug 22, 2022 11:16 pm EDT

My ac unit has a leak nothing major. AHS sent a company out that was late and said the part

is not covered. I wasn't happy so they sent another company out said the coils on the unit in

the attic have rust and this repair should not be a problem and should be covered, ASH still

want to charge $600. I 've been with this company a little over a year never try to use them. I

am checking into this.

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al bundy 2022
, US
May 22, 2022 12:01 pm EDT
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If you think that your water heater is covered by ahs, think again.

My water heater leaked, I made a claim, paid $100. The tech came, said that WH needs to be replaced (as if I did not know) and said that unless I pay $700(!) for some additional work/details they would not start working on it. Of course I paid, he gave me a blind copy of the invoice (said that he would send me email with explanation, which he never did).

When another tech came several days later, I noticed that the new WH is 50g when my old one was 66g. When asked, he said that that is what ahs approves. I told him to put back my broken WH and take the new one. Called ahs, they confirmed that this is what they approve. When I asked why they want to replace the bigger one on a smaller one, the person said that ahs is not obliged to explain its decisions. She also suggested that I can cash out. The amount would be $200. She said that's how much they pay for the new WH themselves. Considering $100 service fee, it would leave me with $100 compensation. In fact, the new 50g heater is around $500 in Home Depot. So, I guess, the contracting company get a small amount from ahs and gets the rest from the customer. Smart, but disgusting.

I terminated my ahs policy and looked somewhere else. So should you.

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Penguin Brian
, US
Dec 07, 2017 6:17 am EST

AHS is a scam for sure. They are refusing to replace my furnace. It took a week to get a repairman out the first time. He said that it needed to be replaced but AHS would not do it. He told me to wait until the contract expired and pay him $7000 to replace the furnace. I had to get my own contractor out who told me the same thing. I opened another claim for the same thing. The same guy came out. He would not even look at the furnace this time. He said to stop calling. I opened a third claim. AHS called and told me that they could not find anyone else to get a second opinion; go ahead and get it myself and they would reimburse me. I told them I already had. They said they would call back. Five days later I had to call them. I waited on hold for an hour before someone came on and told me that they never reimburse anyone for getting their own contractor. Then the woman told me that I would never get a replacement. Then she told me to stop calling unless I wanted to keep getting the same answer. I have contacted the BBB, the attorney general of my state and their state.

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Elizabeth*
, US
Oct 26, 2016 12:07 pm EDT

They are a crooked company. My dishwaher would not drain. I had to pay a service fee of $125 and they sent people who did not know how to fix it. FIVE times they came till they figured how to fix the pump. Now the bottom plate fell off because they did not screw it on and lost the screws. I cancelled and they told me they would not deal with me if I later changed my mind. WHO WANTS THEM. IF I HAVE TO PAY $125 FOR A SERVICE VISIT I CAN PAY FOR A REPAIR GUY TO COME OM MY OWN WITHOUT PAYING THEM A MONTHLY FEE. BUYER BEWARE THEY A RE A RIPOFF.

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karlahuman
, US
Feb 15, 2016 3:49 pm EST
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I am currently doing battle with American home shield. there is not a single business in my county that will do business with them because of previous non payment. I was given the option of finding a contactor my self and then getting reimbursed by American home shield. Well you guessed it... The are now refusing to pay because even though they never told myself or the contractor I have to purchase the dishwasher from them (ahs) instead of the contractor. This information was not disclosed until after I paid the service man $757.52. American Home Shield now says they will pay me 350.00 minus the 75.00 service fee. I actually have the Nowhere in the outside authorization instructions from AHS does it state this. I am doing a copy and paste of the actual email I received from them. I was told to expect payment in 10 to 14 days. Today is February 15, 2016 and they are still refusing to reimburse me.

Outside Authorization Instructions

Martin, Rashena (RMartin2@ahslink.com)

12/20/15

To: karla@msn.com' Cc: Martin, Rashena

RMartin2@ahslink.com

Outside Authorization Guidelines

Date: 12/20/15

Name: Karla Mc

Contract :0000000

Trade/Item needing work: Dishwasher

Reference : [protected]

You have been given Outside Authorization to seek a licensed and insured contractor of your choice** to perform any covered repairs under your American Home Shield Home Warranty.

You will need to adhere to the following procedures:
1.The contractor must be licensed / qualified in the applicable state and trade and be adequately insured for workers compensation, third party general and automobile liability.
2.The contractor must call American Home Shield at [protected] with a complete diagnosis and estimate before any work is performed, in order to obtain authorization. The contactor will be given an authorization number and instructed to include the number on their invoice.
3.You will be responsible for paying the contractor’s charges and then must forward the contractor’s invoice to American Home Shield for reimbursement, less the service call fee.
4.The customer must send a copy of the invoice with both the reference number and authorization number written on it to:

American Home Shield

ATTN: Outside Authorizations

P.O. Box 171354

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MannieSmi
, US
Sep 16, 2015 6:58 pm EDT

I have been trying to get my air conditioner fixed through AHS for 3 weeks. During this period we have had 7 days at triple digits. They give you the run around blaming it on the service company and then the service people claim it is AHS. I am going to call an honest contractor tomorrow and file a suit in claims court against both parties and the judge can sort it out. Please do not get involved with this company. They are common crooks!

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GBarrera
Long Beach, US
Jul 05, 2023 11:45 am EDT
Replying to comment of MannieSmi

Did you get what you need from AHS through court? We are Geeting round around too right now

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Victor
, US
May 09, 2009 1:13 pm EDT

We have been with AHS since 1996. The only reason we stayed with them was because they advertise a guarantee that they will repair/replace broken equipment. My washer/dryer is over 15 years old. They are constantly breaking down. AHS will not replace them. Instead, we have to pay $55 (now $60) fee per service and do without them for about 2 weeks while awaiting repairs. The latest repair man claimed there is an access issue and we need to pull the machine out from the wall in order for him to repair it. He was not our regular repairmen. When I asked for our regular repairman we were denied since the ticket was already open. This company is running a scam and are getting away with it. It cost $500 per year for the warranty, $60 for each service visit and a lot of time and aggravation fighting with the company to abide by their contract. There are several loop holes built into the contract. I have heard more "it's not covered" than anything else. All of my appliances are old now but I doubt that they will be replaced by AHS. They did replace my 2hp garbage disposal unit with a cheaper 1.5hp one.

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Doxy78
, US
Sep 06, 2009 5:38 pm EDT

After I logged on here and saw 150 complaints about American home shield, oh and I thought I was the only one. We woke up this morning to find our water heater had blown up I called AHS oh no problem we will send a plumber out to look at it, and it is covered under your policy, 4 hours later the plumber shows up and we had removed the water heater because it was leaking water all over our hardwood floors, oh big problem once we removed the water heater it was no longer covered, because we removed it the plumber couldn't diagnose the problem, well I am no plumber and it didn't take a rocket scientist to figure out the water heater had blown. So I call them to argue the fact that we didn't want anymore water damage to our floors was why we removed it. Oh too bad, I asked them why they did not tell me that this morning when I called they said they would never tell a customer not to remove anything, and I said of course you wouldn't, because then you would have had to replace it. This piece of company gets away with another rip-off just the hundred and fifty before me. Well it's off to Home Depot oh and this will be covered, under my American Express.

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LeeE61
, US
Feb 08, 2010 4:35 pm EST

Major rip off, for a simple pluming problem contacted AHS they send a tech out to help me. The tech came out take a look at it, didn’t fix the problem and said it is "structural" and he needs to open the dry wall to see if there is underground leak or not, after doing that he didn’t see any leak left the wall open and never came back to fix the pluming problem or close thedry wall. After many calls to AHS the dry wall is still open. The “”Structural plumbing” problem was fixed by an independent Plummer for free it was just a lose house.

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Will, Philly
, US
May 23, 2011 6:44 pm EDT

Had a bad experience

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American Home Shield [AHS] scheduling service

I expect more from my warranty service company in terms of scheduling service requests and follow up of same. Service was requested and scheduled. The appointment for the 1st request was Wednesday, July 29th. The A/C technician performed some work and left stating they needed a part that was not on their truck. The technician did say he would be speaking with the Home Warranty Company (AHS). Today as of 11:30AM I heard nothing from the service company or from AHS Warranty Company. In speaking with the representative at AHS Warranty Company, I learned that a part was ordered and was expected to arrive on Monday, August 3rd. And at such time, the service company would contact me about scheduling another service call. I feel someone should have contacted me and advised me of the status and timeframe for making the needed repair.

The 2nd service item, repairing the ventahood over the stove in the kitchen, I was told at the time of my service request that they would make an appointment with Sears and schedule for Tuesday, August 4th. However the AHS representative, Eric, stated that since that date was a little far out, he would try and locate someone else who could possibly handle the request before the 4th of August. Again, as of this morning at 11:30AM, I heard from no one. Now in requesting the status of that service request, I discovered that no appointment had been set up and now the earliest time for an appointment is August 11th.

I consider both instances above to represent examples of very poor service on the part of AHS Warranty Company.

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Sylvanes B
Bowie, US
Sep 29, 2010 11:31 am EDT
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" no hassle, no headaches, we will take care of repairs..." what a joke. It took them 4 months to let me know that my A/C condensor coils need to be cleaned. They sent a sorry ### Hvac (Caviness) 4 times, each time they told me something different was worng and naturally the items that need to be corrected was not covered by AHS. So I had to spend over $1000.00 in unnecessary items such as cleaning the ducts and clean the inside coil, and the air was still not cooling. So they sent the same contractor out and this time he said that there might be a coil leak in the outside unit and the unit might need to be replaced. I did not trust that and told AHS to send for a second opinion. They sent another HVAC company and he told me that the coils need to be cleaned and charged me for cleaning it. He started the unit and after 15 minutes the fan motor gave up. AHS called me the next day and stated that the the repairs to the fan motor were denied because the dirty coils made the motor stop running when I had a work ticket from the contract stating that "fan motor stopped maybe due to dirty coil" It said MAYBE. After hassling with them, I decided to throw in the towel and cancel both my contracts with them. Naturally I did not get a refund that they took the day before from my bank account. Stating that they incurred service costs. Total crap for service.

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unsubscribeme
Memphis, US
Apr 13, 2010 9:56 pm EDT

The blame lies more on the techs since they either did not relay that information to you or you were not paying attention. If neither are true, then the best thing you could do is advise AHS that your techs did not relay pertinent information to you and you would rather not use ABC Co in the future.
It would seem to me that you want to be bottle fed and not take any responsibilities for getting your repairs done in a timely manor.
If your in the habit of having people cater to you, maybe you should hire people to do these things for you.

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American Home Shield [AHS] - unable to cancel the policy

I've been with American Home Shield (AHS) for over two years for both of my houses. I'm selling one house, so I have to cancel the policy, which is a month to month policy. I have made several phone calls to request for cancellation of policy, but I either get the run around, placed on hold forever, or never received any phone call back. My last attempt i...

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American Home Shield [AHS] previous complaints..

Dear group,

Looks like it pays to do your homework! I was told by a co worker about this organization. He seems to have all the good
Luck, but it seems others are suffering. Looks like, i'm better off
Having tim "the tool man" taylor doing a better job than these
People. This is the information I got, and this is the website I
Came across. I hope this helps other unwary souls that deep
Down, we must also stick together, despite the snitches who sell
Out for money. Take my word for it, do your homework,
And before you a precious penny goes to these organizations,
Check out how good or bad they are. You might be better off
Alone with cats, than with the wrong woman! :)

Shalom,

Irishmantx

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RAT1955
, US
May 15, 2019 2:38 pm EDT

They are a scam company. Why would they care that the 3rd party they contract with charge as much as they can because American Home Shield has gotten their money. Paid for 6 years and got nothing but a headache and huge bill from the contracted company to repair by central air conditioning. American Home Shield wouldn't pay anything except for 1 item that needed repaired.

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American Home Shield [AHS] terrible program

I had signed up for the home shield insurance, hoping to get honest and reliable service for my condo. However, both times when I asked for plumbing service via American Home Shield (AHS), the experiences were terrible. First time, the company Rescue Rooter came after the time window they promised, and being late to my work, I could not wait any longer. The company charged me a service call fee. AHS instead of helping me, forced me to pay their service call although I did not even see the service person. In the second time, when I asked for another plumbing service, AHS set me up with a company called Roman Sharf. I had never heard of this company so I asked for the review. AHS said there is no review, and this is the one and only one company they could send my service request to. I asked to speak to a supervisor, and the supervisor Heist said, “It is the AHS, not the customer, has the right to select the company for the service request the customer orders”. What kind of service is that?
In addition, they say “We are here for you 24 hours a day, 7 days a week, should you have a breakdown of your covered system or appliance.” Be ware, if you need service on a weekend for your home, they will tell you they can only guarantee the service company (which they select exclusively) to call you and set up an appointment on Monday.

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emaryedmonds
West Hartford, US
Sep 02, 2009 8:56 am EDT
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Right now I am dealing with a problem from one their contractors, Malogone Plumbing. My first service from them was great and the plumbers doing the work were good. However, the last time they were here, they did work that was covered by AHS and some that was not in the amount of $850.00. I did not realize until they were on the road that they had accidentally made a hole in the ceiling below the bathroom where they had been doing the work. I called right away and was told that AHS would cover the expense of repair since it was an "access hole" except that it wasn't an access hole. The ceiling below cracked from all the hammering they did above (it's over my dining room table). The plumbing people won't take care of it nor will AHS. Sandy, from AHS said that my only recourse is to sue the contractor. I really don't want to do that. But I just don't know what to do anymore. This was on May 28, 09. I just want someone to take care of this instead of foisting it back to me, the customer.

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Tex the Texan
, US
Aug 31, 2009 12:12 pm EDT

and what part of your CONTRACT with AHS does not inform you of this?

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American Home Shield [AHS] unauthorized charges

They have 3 call centers probably paying teenagers $8.50 per hour so you never talk to the same person twice. You are constantly placed on hold and after 5 days of run around are told they do not cover that and that it will be and additional $600 to have it fixed. You're better off hiring your own reliable repair services. I wish I had checked them out here first.

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Tex the Texan
, US
Aug 31, 2009 12:15 pm EDT

"additional $600 to have it fixed" I seriously doubt it. How about the $600 was for being cleaned or non-covered charges for a new replacement that would have cost you thousands of dollars?

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American Home Shield [AHS] incompetent contractors

This summer I called AHS to place a services call for A/C repair. The unit was leaking. This is the cover letter sent to Mr. Crawford, head of AHS. I had sent pictures and a 13 page detailed report of how 3 contractors could not diagnose the leaking drain pan and how after 4 weeks and 100 degree temps needed to find my own contractor. AHS would not reimburse me the $425 for the repair.

The lack of customer service afforded to me by their reimbursement department and a declined response letter was very disappointing. They pay mostly substandard contractors a fixed rate and when the repair is more than the fixed rate these subs do the very least or nothing at all. i suggest all readers to find another company.

Dear Mr. Crawford:

Following this letter is another correspondence I sent to your AHS Reimbursement request department a few weeks ago. I received a call from the Reimbursement call center on 6/9. I have to say the scripted response and lack of customer mediation to the request could only point to absolute focus on bottom line numbers and mirrors the many negative postings on various Internet sites.

As you read the below, I can not believe 4 weeks of time and 3 A/C vendors could not diagnose a problem and correct a condensation tray leak issue. In Phoenix, where it is 100 degrees, A/C repair is vital, especially in a rental unit. I had no choice; even after a second call escalation, to hire my own company for resolution. All indications point to the prior 3 A/C contractors being able to correct the issue. These contractors most likely evaluated the flat rate they would receive as less than the cost of the repair. That should not be my issue as I have been a customer for many years.

I am contacting you to escalate resolution of the documented complaint and as such am requesting your approval for reimbursement of the following:

1. Reimbursement of $425 and,
2. The waiving of two of the service fees for these three vendors. One contractor, [name withheld] found that the unit needed Freon and that was addressed, however the original leak problem still persisted.

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unsubscribeme
Memphis, US
Apr 13, 2010 9:41 pm EDT

Sounds like you demanded, per your tone, a 2nd opinion when the 1st and 2nd companies did not do as you wanted them to do. You would have only paid 1 service fee if AHS offered it to you because you disagreed with the 1st company.
With that being said, I would dismiss the rest of your claim as well.

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Tex the Texan
, US
Aug 31, 2009 12:01 pm EDT

Sounds like your issue was a MAINTENANCE issue. You never disclosed if your Evaporator Pan leaking water was just dirty or was broken(rusted or cracked). Most of the time the problem you described is caused by a dirty evap coil pan, which is due to LACK of Proper Maintenance from one of those "better" contractors.

By the way $425 is outrageous for cleaning a evap coil pan, if that was the problem.

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American Home Shield [AHS] ahs is a bunch of cheats and liars

American home shield is a bunch of cheats and liars. Last year, my heat pump broke and AHS charged me $300 to fix it. They did a poor job and the unit broke less than a week later. They came out again and charged me another $575 and the unit broke again a few months after that. When I called the last time, I was able to get the to replace the rest of the unit at no cost to me and I finally have a completely new unit (which they were told to do the first time). Here are some suggestions on how to deal with them if you are forced to do so in the future:

1. Don't deal with them at all. If you can avoid their warranties, do so. If you have one, cancel it in the first 30 days and get a full refund. Also, be aware that they have several DBA names including Prestige Home Warranty and Service Home Guard (check the Better Business Bureau website for full information).

2. If you must call their system to request service, don't waste time entering information about your contract number or phone number or telling it what's wrong as it will NOT speed anything up. Tell the system to "get me a f***ing person". This will bypass much of their automated system and get you to a CS rep. WHile I don't like using abusive language with anyone, it seems to work well on their system.

3. When you do get a representative, they will ask for your name and contract number, etc... Before your give them any information, ask for THEIR last name as well and make a note of who you talked to and when you called. AHS employees are NOT required to provide their last names, but if you ask them, some of them will. If they respond, "We don't give out last names", accuse them of lying to you. Although they are not required to provide you with their last name, it is a lie to say that they do not give them out (it is more correct to state that they do not wish to provide their last name". If they still insist that they do not provide last names, then ask why some of their other employees have given out names. Furthermore, if they still refuse to provide a last name, tell them you refuse to identify to them if they will not give you their name and ask for their supervisor.

4. If you get a supervisor, again, ask for their last name. If they refuse, continue asking for supervisors until they say that there is no one else that they can transfer you to. Even if you can't get a last name, at this point, you have to go ahead and schedule a service request. If the request is a repeat request for something that they fixed before, request that they waive the trade service fee. If you have a supervisor on the line, they generally will waive the fee if you ask them to.

5. When scheduling the request, do not hesitate to be rude to them and use abusive language. Again, while I do not like to be rude to anyone or use bad language, it seems that this will get things done. When I was nice and polite to them, they dragged out a repair that should have taken 1-2 weeks to 6 weeks. When I started being rude to them, they acted much faster and had the unit repaired within a week.

6. If they tell you it may be a few days, call them back multiple times (preferable in the same day if possible) and complain that their conduct is unacceptable. Again, do not hesitate to be rude or to swear at them. They will ask you to "please refrain from using that language". Just apologize and say that you are sorry, but when you were nice, they dragged things out and when you started getting rude, things got done.

7. When the repair is completed, go to the Better Business Bureau and file a complaint asking for your trade service fee back (if it was not waived) and they will usually refund it as they "guarantee" your satisfaction and they will work with you until you are satisfied or they will refund the trade service fee. Do NOT use abusive language in your BBB complaint as the BBB reserves the right not to process complaints containing abusive language. If you had "non-covered" charges in your repair, ask for those to be refunded as well when you file your complaint with the BBB. Very often, AHS will refund them to you since it gets them off the hook with lawsuits. (If you accept a payment from them for this, you give up your right to sue them in the future and paying you for non-covered charges is often cheaper than dealing with lawsuits). AHS will ALWAYS respond to BBB complaints as they wish to keep their A+ rating. (They have a good rating with the BBB because they always respond to complaints, not because they are a good company). As long as you ask for a refund in your desired resolution with the BBB, the BBB will act as a mediator between you and AHS. Lastly, regardless of whether or not AHS refunds you money based on your BBB complaint, DO NOT RESOLVE THE COMPLAINT. The BBB will state that AHS has made "reasonable efforts" to address your complaint and will close it administratively, but it will not show up as resolved. If enough complaints start showing up as unresolved, people may realize that AHS is not a decent company and they may take their business elsewhere.

8. Lastly, if possible avoid doing business with other ServiceMaster (AHS's parent) companies as this may tell them that they need to improve. Other ServiceMaster companies include Amerispec (which will give your information to other companies if you use them), MerryMaids, Furniture Medic, Terminix, and Tru-Green.

Hopefully, this information that I have provided here will be of use to people. If you have questions about what I have written, please email me at [protected]@yahoo.com (I can't promise a response, but I will try to respond to everyone that emails me.)

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Tex the Texan
, US
Aug 31, 2009 12:08 pm EDT

I have a better idea than all of those suggestions::::::

READ YOUR F_____ING AHS CONTRACT, if you do not agree with the TERMS of the CONTRACT then do not get one.

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American Home Shield [AHS] fraudulant practices

This is my nightmare with america home shield

Take them to court!
You can do all the paperwork online!

I filed a claim with ahs in oct. 2008 for a spa heater that was worn out and finally broke. The first person they sent out said that the spa was not to code and ahs denied the claim. The spa was almost 20 yrs old. I called the manufacturer, who inspected the unit and they confirmed that the spa was properly built to code. They also provided a replacement cost for the unit.

I called ahs back and requested that they sent someone else out to inspect the spa heater. This person stated that the spa broke due to age and wear & tear. Ahs denied the claim because they said the damage was caused by chemicals. There was no bases for this determination except that their policy does not cover damage caused by chemicals. I informed them that the spa cannot work without chemicals. How can they cover a system that requires chemicals to work properly and then deny the claim for using the chemicals. Duh! The heater gave out due to wear and tear (Which is what they do cover). This was also the diagnosis from the manufacturer. Ahs denied the claim again.

I did not contact the california department of insurance because they cannot make ahs pay anything, they only look for infractions in the claims handling and do not care about the consumer.

The cost to replace the system was approx. $3, 000 and i sent them a demand to pay. They denied the demand. I then filed a claim in small claims court against ahs and they played the "name game". Just fyi, they are not actually "america home shield" each state is governed under a separate entity. I had to contact the president's office of ahs to determine the proper entity of ahs that my contract was written under. America home shield of californial. I had to make the necessary corrections to the small claims court because america home shield is not a company in california without the "california" behind it.

All of this took time, which i don't have much of, but this was an injustice. Read the numerous complaints on the interest. I refused to be jerked around and am very aware of how to read a policy. I am a claims adjuster! My company would never think to act so irresponsibly. We try to cover claims, not look for excuses to deny.

I filed the complaint and was looking forward to taking my turn in the court. Four days prior to the court date, ahs of california, contacted me and wanted to settle the claim with a policyholder's release. They asked me how much i wanted. I included the cost for each time i was charged for their service call, my postage, copying costs, court costs, and provided them with the actual cost of the spa heater and labor to install it. I signed that release and they paid every penny.

They also sent me a letter that they refused to cover the spa until the new one was replaced. I sent them a letter and said that i no longer needed coverage on the spa now and would like a refund of my premium. They refused and said i needed to pay for the coverage until the end of the policy period. I may still pursue that portion even though it is minimal.

Then last week, i received a letter from ahs that they are going to cancel my policy at the end of the policy period. Wow, what a surprise!

I am writing this for all those individuals who just give up. Read the ahs policy. They hire contractors who do not like dealing with them because they know what they do to their policyholders. Sometimes, it is not the contractor who is at fault. The second contractor said that he recommended that they replace the spa heater. Then the claims adjuster said that he told them it was the chemicals. I got them both on a conference call and they both hemmed and hawed. Finally, the claims adjuster said that it had to be reviewed by a higher power. I then got a letter saying that the damage was caused by chemicals. So it is not always the contractor.

Btw, i recorded every conversation and transcribed everything they told me. The recording is not admissable in court, but what they told me, is.

I no longer have ahs and am saving $50. Per mo. I want you to know that if you want something covered by there policy, find your own contractor to assess the problem and fight them. Take them to court. You can do all the paperwork online! It is more cost effective for them to settle with you than to go to court and get another judgement againt them.

Don't just take no...
Best of luck

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Opiuse
, US
Dec 12, 2011 8:24 pm EST

On August 13th our Air Conditioning Unit failed. We called AHS to report the issue. We were told a contractor would be to us within 48 hours. Bear in mind that 3 boys sleep in this area and the thermostat has read over 90 degrees every day/night. After 3 days someone came and did not diagnose the issue but told us to add more amps to the circuit breaker. This was done and the issue occured again. Once again we called and someone was dispatched within 48 hours. 3 days later someone arrived and told us lightening hit the AC unit. We called AHS and our insurance carrier and we were told that this was not covered by AHS and our insurance carrier would have to handle. We contacted AHS and said we wanted a third opinion. We were told we would have to pay. This now September 17th, one month later and my children cannot sleep in their rooms with 90 + degree temperatures. Dave Crawford, President of AHS was contacted for help and his assistant stated he would help. My wife called again and we finally have someone coming out to replace our compressor tomorrow, 37 days after the first call! After paying our monthly fees we will still need to pay out of pocket for the replacement. The performance of AHS has been negligent and beyond unacceptable. I strongly urge anyone considering using them to stop.

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Advice_Question
, US
Dec 22, 2009 5:23 pm EST

I had a similar experience with AHS and now have a broken spa that has not been fixed. Any suggestions of where to take my case?

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American Home Shield [AHS] incompetence and consumer fraud

On April 30, 2009 the kitchen sink backed up. I called American Home Shield for service. They sent out Air Pro Master (Plumbing License #64853). The "technician" said there was no clean-out (there was) so he tried to snake the drain from underneath the sink, he broke the pipe then left after collecting $60.00 for a service fee.
I called American Home Shield to get the pipe repaired. They sent out Union Plumbing (License #43524-A) who came out and cosmetically repaired the pipe on May 1, 2009.

On May 2, 2009 I noticed water seeping from the exterior wall where the pipe was located. I called American Home Shield. They said they were waiting for an estimate from Union Plumbing. On May 7, 2009 Jeremiah from American Home Shield called me and said they would fix the pipe but I would have to pay $470.00 to have a clean-out installed.
I explained that there was a clean-out there and offered to send a picture of the existing clean-out, they said they did not want to see the picture and could only go by what the technician from Union Plumbing said. I said fine, I need my drain fixed so I would pay for it. American Home Shield said someone would be in contact with me to set up an appointment to complete the repair.

Ideal Services (License Numbers 66194, 52151A, 68097) called and said American Home Shield had assigned the job to them and someone would be at my house by 6:00 PM on Friday May 8, 2009. They never showed up.
I called American Home Shield on the evening of Friday May 8, 2009, they said someone would be out on Monday May 11, 2009. The plumber from Ideal Services finally showed up on Monday May 11, 2009. He said there was no clean-out, I showed him the clean-out. He said it was not up to code and it would cost $400.00 to install a new one. I said fine, I just need to use my kitchen.
The plumber returned on Tuesday May 12, 2009. He proceeded to knock a hole in my exterior wall and completely broke off the pipe and existing clean-out. He said he would return on Thursday May 14, 2009 to finish the job.
In the meantime I called the City of Las Vegas Development Services Center to inquire about the Plumbing Code. The inspector told me that the only requirement is that the clean-out be accessible without opening a wall, which it was.

On Wednesday May 13, 2009 I received a call from Matthew of American Home Shield who stated that they were going to send me a check for $1, 365.00 and that I would have to find my own plumber, and that was all they would do.

I called Ideal Services on Wednesday May 13, 2009 to confirm the appointment for Thursday May 14, 2009, they said I was "good to go" and they would be at my house to complete the repair on Thursday May 14, 2009. By 10:30 AM no one had showed up. I called Ideal Services who said since I had taken the cash out from American Home Shield the job would cost at least $1, 200.00 and they did not want to complete the work and suggested I call another plumber.
As of May 14, 2009 I have hole in the wall of my house, I cannot use my kitchen and the best estimate I have gotten for the repair is a minimum of $1300.00 which does not include repairing the wall.

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chrisnicchris
, MX
Jan 21, 2010 3:20 pm EST

I've used AHS for over 15 years, both, as a tenant and a homeowner. There is a definite problem with the customer service department agents (each time you speak to a different representative, you get a different answer) on staff and there are, unfortunately, "crooked" service providers out to "scam" the consumer and make a quick buck! A service call was placed on Jan. 3rd for water leaks; Randy from Plumbing Unlimited (So. Cal) was dispatched to the home; I'm contacted on Jan. 5th by AHS, stating that before the repairs can be made, the water pressure regulator needs to be replaced and this is not covered under the policy - the estimate is $165.00 ; I tell AHS that I'll authorize the repair; I'm informed that the plumber will be contacted to proceed with the regulator replacement and complete the water leak repairs; Randy receives his $60 co-pay; Tenant contacts me on Jan. 12, to inform me that nothing has been done and that he's tried calling Randy to remind him that he needs a receipt for the $60; Randy does not return my tenant's calls; Randy's business card has a non-working number on it (VERY PROFESSIONAL); I, finally, find a cell number for Randy and ask him why nothing has been done; he states he has not been able to reach me for the authorization to replace the regulator; I tell him that AHS contacted me on Jan. 5th and that I gave the authorization then...if they contacted him on my behalf to authorize the repair, I have obviously been contacted! I ask him to email me the estimate and that I would reply and he would then have record of my authorization. A WEEK LATER, Jan. 20, I receive an email from Randy with the subject line that reads "second email"...this was the FIRST email I received from him - the estimate for $225! AHS had notified me it was $165. I call AHS and speak with Tony, who states that the agent I spoke with on the 5th was never able to call the plumber to authorize the repair because it was not covered under the policy. Why was I not told this on Jan. 5th? I ask Tony if I could go with an outside company to have the regulator replaced because I did not want Randy (the pro) to do the work. Tony informs me that because it is not a covered item, I can call any company I choose. I call Roto Rooter, who comes out the same day - checks the water pressure and sees that the water pressure is well within NORMAL RANGE! His read was 60 psi, normal range is between 55psi and 65 psi. He left paperwork, stating that the regulator did not need replacement. Jan. 21st, I speak to, Volanda, to inform her of Roto Rooter's findings; she says she cannot accept an outside company's findings! Here we go, round and round! The first plumber has received $60, the water leaks have not been repaired, my water regulator does not need replacement...CLEARLY, Randy "the plumber" is a 'con' and "padding" the repair request to make extra money! I am extremely disappointed with AHS. I question the manner in which plumbers are vetted to ensure that their loyal customers are not being defrauded! I am definitely leaving AHS as soon as this policy expires! I guess over 15 years of loyalty is unaccounted for at AHS.

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chris las vegas
Las Vegas, US
Jul 11, 2009 12:45 am EDT

file your complaint with bbb.com and you will get paid by AHS. I did and it was totally worth it. I got the entire cost of the repair over 2000.00. The company that came out and claimed improper installation got nothing but their deductible. I took my check from AHS and paid the honest guy that I called to give me an honest estimte.

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jamerican shield
Decatur, US
Jun 20, 2009 6:59 pm EDT

I live in the Aatlanta, Georgia area, and I am a customer of AMERICAN HOME SHIELD . On June 16, 2009 my air condition went out. I called in a serivce request and was given a company's name and phone number, (Peidmont Mech INC [protected]) and was told they would be contacting me to set-up an appointment. I NEVE'R heard from them, finallyI started calling them over into the next day, just to keep getting a buzzy from their phone. I called AMERICAN SHIELD back and was given another company's name and nubmer, I waited and waited for them to call, so finally I CALLED them also.(K&W HEATING AND AIR [protected]). I was told that they might be able to come out on Sat. morning June 20, but he needed to get back to me to let me know for sure. I waited and waited and by late afternoon and temperatures in the upper 90's, I called him back, he told me that he would be here on Sat. morning. This morning June 20th, I called back to confrim he would be here, he stated to me that he had one call before me in Lithonia, GA which is about 30 min. from where I am. He stated that the appointment out there was at 10:00 and that he would be here by 10:30 or a little after. When I hang-up a flag went up, how could he go out there and do a job without knowing what was wrong and be here that quickly ? HE arrived here around 10:45. The first thing he said to me was he hope that my problems was not as bad as everybodies else were, and I said to him that I knew what was wrong because for the past two summers, I have had to call American Shield to come out and fix my air coniditon and were told both times that there was a leak in the line, but it was so small they could not locate it, so they would put the freon in the line and tell me that should last for the summer, and just call back if I needed more. One of the serviceman that came out stated, .. when asked why didn't they just take the time and fix it, because this was costing a service charge each time they came out ...said that he was going to be honest with me, so he said that American Shield did not want to pay them for those kind of jobs, because it took them a long time to track down a leak in a system like mine, because it was such a tiny leak. That they would not approve the payment for what it would cost. I called the company and reminded them of what their contact stated and promised the consumer and of course the customer service person deined that they had ever told any of their contractor anything like that and that they stood behind their contract. (but more on that later) Now back today...after the serviceman made the statement about his findings with everybody else, he wanted to check the heating unit down stairs so I went with him.(I normally leave them to their work) but because of a past problem with their contractor I wanted to see what he was going to do. I guess because I was right there he took a quick look and wanted to know where the outside unit was...I told him it was on the back of the house, which required him to go out the front and walk around the house, in the meantime I went to the window above the unit and open it (before he got around there) so that I could observe him. The first thing he did was start taking pictures I thought this odd, so I reached in the drawer next to me and got my camera and started taking pictures of him. (he never notice me watching him) ...I notice he never used his meter to check the unit at all. He got down and took the panel off the side of the unit I watched as he pulled some wires out and then took some wire cutter out of his pocket and cut it, I still didnot say anything because I thought that he was ready to replace it or hook something up to check the unit, but instead he replaced the panel and picked up his tool and started to walk back around (never checking anything on the unit) When I saw he was finish and had started to walk back around the house ... I asked him what the was the problem? He jumped because he was not aware of my present above him. He said it was the motor and that he didnot think my insurance would fix it, but his company could, ... but I would have to pay for it. I INFORMED HIM THAT I HAD SEEN EVERYTHING HE HAD AND HADNOT DONE AND THAT NOT ONLY WAS I NOT GOING TO PAY HIS COMPANY TO DO THE WORK, I WAS NOT GOING TO PAY A SERVICE FEE. Now for the reason I felt the need to watch him. Last year I had a pipe to rust out so I called, they sent a company out here and right away the serviceman tell me that the reason the pipe had rusted was due to it not being installed correctly...(Ihave a finished basement so the pipe is inside above a drop ceiling not even exposed)...I have lived in my home for over 31 years and the house is about 37 years old so just how long dose a pipe suppose to last? I was so up-set and then HE tells me that he could fix it but my insurance company probably were not going to pay for it, but he could he fix it and I pay his company $700.Plus . I told him no thanks I would be dealing with my insurance company. I called and was told that they could not fix it because their tech. said it was installed wrong. I informed the customer service of the above information, and asked her to explain normal wear and tear if this did not meet that requirement. She could not explain, ...so I asked for the head qts. phone #. She informed me she was not allowed to give me that information...so after searching on my own I was able to located the number. I called and explained what happen, at first I was told that because I refused to pay the tech. there was nothing she could do...I informed her of a another past problem I had with my refrigerator (a 2003 model) in that case a tech came out and said it was my condenser, I thought that was odd for one no older than that...however, I am not a repair person so I took his word...he (another tech sent by one of their company) SAID to me I hope they will fix this for you because they want us to find some reason to keep them from paying when it's a big ticket item...I told him that he was the second representative from a company they use to tell me that. His response was, "Oh yes mam that how they run their business". I explained to him that I needed my refrigerator really badly since at that time I was keeping my 94 year old mother and could not leave her along for long periods to run back and forth to the store...so he called the insurance company to tell them the problem...I was standing there and apparently they were trying to get him to say that it was due to something other than normal wear and tear, because he kept repeating that it was. They continue to transfer him from one department to another and he kept telling them the same thing...finally he got a go ahead to order the part and fix it. he told me that the part would be back that Wed., but someone else would be out to fix it because he really didnot know how to replace that...ODD...(this was on a Mon.) Wed. came no word, so I called the company late that afternoon and was informed that American Shield had contacted them and told they could not order the part and that they would be getting it from their part department. I CALLED the company to see why I had not been informed of this and when could I expect to get the repair done. I was placed on hold for well over 30 min...when finally she came back just to informed me that they were having a problem locating the part and that it had not even been ordered yet. I explained about having my mother here and that I had already lost all my food and that I was in a bad fix...am sorry was all I got. I have a sear's kenmore, so I called sears part store gave them the model number and the lady informed that yes they had the part and the price of it. I then called another part place here gave the same information as well... they too had the part, but I was asked if I was with a company since parts like that could only be sold to a company...I told him no but I had company to do the work...he then asked me what did I know about the company I was using because he said a condender going out on a refrigerator no older than mine was not the norm. He asked me what was it doing to make them think it was the condener? I informed him that it was not cooling and that it was making a clicking sound...His response was "I thought so...He said that he could not be 100% sure but that it sounded like all I needed was a relay switch ( a part less than ten dollars). I called another young man that works in maintence at a nursing home, who is responsible for fixing things their...he came over checked it and informed me the same that he was pretty sure it was the switch. I called American shield and informed them what I had found out and was met with we go by what our tech. tells us...I tried to explain it would cost them less and I could have my refrigerator back and what a hardship all of this was causing... it fell on deaf ears, so I asked her to check and see if they had found the part and that I had located two places that had it...the answer was no they still had not ordered it and no they could not buy from anyone else. I then asked to speak to a supervisor and explain to her, she finally agreed after, I remained her that their contract stated in a reasonable time and by now it was in the fifth day with no end in sight. She then agreed to allow me to rent one up to $100.00, so I had to leave my mother and go tracking around trying to find a rent place(something I knew nothing about because I had never rented anything) I finally got a rented one on th six day. It took another four days before I got a call saying they would be in a couple of days to finish the job. The tech came and in less than ten min. informed it was NOT the condener and that it was the relay switch. It took all but ten min. to be replaced and he too said the switch cost less than ten dollars...well back to when I made the call to the head qts. in trying to get that problem solve I shared with her what had happen with my refrigerator ...she was shocked to hear that they only put a relay switch in refrigerator since their records showed that the company had charged them for the condener. ...WOW she was upset they had been had...I wonder if they EVER THINK ABOUT HOW THEY TREAT THEIR CUSTOMERS AND HOW WE FEEL AFTER THEY HAVE TAKEN OUR MONEY WITH NO INTENTION OF DOING THE RIGHT THING...

Oh yes I would also like to add that my home is well maintained, I always get yard of month and my home is always added to the home tour.

ComplaintsBoard
D
4:04 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

American Home Shield [AHS] does not back warranty of covered appliances

We purchased a home in which the sellers provided a Home Warranty through American Home Shield of Florida (AHS). We had a problem with our air conditioner and the warranty company (AHS) sent out an air conditioning specialist to investigate the problem. We also had other air conditioner specialists investigate the problem in the interim. The air conditoner specialist that AHS subcontracted was from the company "Air Doctor." The technician from Air Doctor reported that the unit was 40% clogged with mold but the freon was "okay." The fact that mold was present and abundant was a great concern to me due to the fact that my wife is disabled. AHS stated nothing was covered. As I stated, other air conditioner specialists were out to assess the air conditioner and every one of the four companies said the AC unit was not working and needed to be replaced. We called Air Doctor back for a second opinion and a different service technician came out and told me in person the unit was not working properly and because of it not cycling, mold has accumulated. He told me he was going to send this report/recommendation to American Home Shield saying the unit needs to be replaced. We were contacted by an AHS representative who said again, "nothing is covered under warranty." I told the representative that the technician from Air Doctor (their contracted air conditioner specialist) told me that he was going to put in for a new unit. The representative said that this was only a recommendation and it was determined that they were not going to cover this air conditioner due to the mold issue and that the mold was what caused the unit to stop working. This was clearly the opposite of what the gentleman from Air Doctor told me. I asked the representative from AHS "...who is liable if my wifes health is compromised?" and the representative said that is not their problem. I would like to take further action against this company. Thank you, Dr. Daniel Strauss

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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]?

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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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