American Home Shield [AHS]

In October 2021, my husband and I purchased a house. Having used AHS in the past while renting we figured it was a no brainer to use them for our home. Somewhere along the way, another policy was added and for over a year we have been paying for two separate policies for the same address, crazy right. I caught that error and called AHS (11May) to cancel the additional policy. The service representative I spoke with was kind and assured me everything was taken care of and that I would receive email notification within 24hrs reflecting both the cancellation and refund. I received nothing. I called back a week later (18May), was told the exact same thing. By the third time I called (28May), I asked to speak with a supervisor and was told that a trouble ticket was submitted and that I would receive a call from a supervisor within 24hrs. Again, nothing. A quick Google search of their corporate office, Frontdoor, yielded little results but I was able to locate a few email address that I contacted. Specifically Abreeka Moore (Abreeka. [protected]@ahs.com), Tony Bacos (Tony. [protected]@frontdoorhome.com), r. [protected]@frontdoorhome.com, and even their social media department ([protected]@ahslink.com). I received one email response from Abreeka forwarding my information and asking someone named Daysi if they could assist me, that was on May 30th, haven’t heard anything since, no other replies to my follow up email. I called AHS on June 8th in a twist of events, the customer service representative, who AHS outsources to the Philippines, transferred me to an American customer solutions rep. She informed me that she had elevated everything and that the supervisor was cancelling my contract and issuing my refund as we were speaking on the phone and that I would see the refund in 24-48hrs and that my contract would be canceled that say and to be on the lookout for an email that should be ckmjngany moment. Again, another lie. It's past 24hours later and I received no email notification reflecting the cancellation. As a matter of fact, I called AHS and asked the customer service rep to transfer me to customer solutions, they transferred me to another representative not in the states. When asked to transfer me to an American representative, was told they didn’t have those numbers or ability to transfer me all while telling me that the the contract that was supposed to be cancelled was past due and had the audacity to ask me if I wanted to pay over the phone. This is absolute garbage and a horrible way to treat your customers. In my 20 plus years of Active Dity service e to my country I’ve never been treated with such disregard and I professionalism.

I purchased a plan from AHS 2 years ago and have never filed a claim. I submitted a claim one month ago for my refrigerator because the top part wasn’t cooling. The first repairman was of no use. The 2nd repairman said he needed to order a part (a fan motor) and would contact me within 1 week to reschedule. Bear in mind, my dad’s insulin sits in the refrigerator so I had to go to a neighbor to ask them to store the insulin while I get this issue resolved. Fast forward to this week, I get an email from AHS telling me that it’s going to take until January 2024 to get the fan motor here in the US and in the meantime my replacement options are that they can give me the cash for the part $107.93 and I can go order my own part and get a service repairman to repair the refrigerator at my expense if I don’t want to wait 8 months for the replacement part.

Hello I've been waiting for over four months, to get my washer fixed and the only thing I get is that the part has been ordered. It's been since February 01, 2023. I have continuously tried to keep getting updates on when the washer will be fixed, however the only answer I keep getting is the part has been ordered. On May 15, 2023, I called back again to get an update on the repair of my washer. The customer service agent stated it had been over 3 months and she was sending the service request to an escalation team to either get a replacement or a buyout option and I should get an email in 24 hours giving me the options. I never received an email. On May 22, 2023, I called back again and I got the same response from the service agent. on May 29, 2023, I called back again and advised the agent that I was supposed to receive an email with a buyout option or a cash out option for my washer since it had been almost 4 months since it was supposed to be repaired. The agent llooked into the matter and gave me the same answer as before.

On June 6 I filed a request for service for a stoppage for my plumbing. My washing machine was backing up into my tub and my toilet. I was unable to use any water in my home. The next day I was called to say they were still looking for a vendor. The next day I called again asking for an update and I got the same response of trying to find a vendor. At this point I looked online called a plumbing company and set up an appointment for the next day. I called again to get an outside authorization, was told I would receive an email with important information about outside vendors. I did not receive the email. I called the next day to ask for the email again, I was told that a request for the email was sent up again. I asked to speak to a supervisor was told the representative could not put me in contact directly with the supervisor however she could submit a request and within the next 24 to 48 hours I would be contacted by the supervisor. By the time the vendor arrived at my house, I still have not received the email. I called the service number and was given the incorrect number had to call back for the correct one. Overall this entire process was stressful and frustrating, no representative could offer a solution directly and each time I called the majority of my time was spent on hold. The company did nothing for me and I had to take care of the issue. My service fee was taken rather quickly but no one seemed helpful past that point.

I requested service on my dishwasher due to no water circulating, and had a tech over on 5/5/23. He returned on 5/12 with parts. He left and told me "Didn't work" and drove away. I've had no communication with the tech since, and AHS refuses to change providers, or replace my dishwasher. I'm disabled, have autoimmune disease, and have children. There is now mold in my dishwasher from standing water, that I was not told about.

It's now 6/2, I'm told parts were just ordered on May 31st. It will take 2 weeks. So they waited 3 weeks to order.

The service from AHS has been absolutely terrible, as no one cares. One person even asked why I can't hand wash. Because my hands don't work! Hence my disability.

I called in service for my refrigerator not cooling or making ice mid May. The technician started working on it and now it completely stopped working. I had to throw everything out and I have 4 small children. I am being told that the part won’t be in until July 17th. At first I was told by your representative that since it’s more than 2 weeks that I have to wait, they would submit request for replacement. Now I’m being told I will just have to wait until July. This is not acceptable. I want replacement of refrigerator or refund all the money I’ve paid on this contract, since you are not going to honor the agreement. I need help

I contacted AHS on May 15th as my A/C conked out. The AHS vendor came out next day and filed report for AHS to order replacement parts. Vendor received communication parts would be ready on 5/20. 5/24 rolls around and AHS has just ordered parts and arrival will be on 5/31. In meantime heat wave hit and temps are in upper 80s/low 90s. The heat exacerbates my medical issues, so I called AHS on 5/30 to get an idea when equipment would be ready. Representative lied and said she spoke to vendor when I was having a text exchange with him at same time. Long story short rep would only write a report but could not connect me to supervisor. The evening of 5/30 vendor contacts me to say parts had been delivered and he would be by on 5/31 to install. Parts that were delivered to vendor were the wrong parts and he tries to no avail to purchase the equipment directly since it has been almost 3 weeks since process started. Vendor can't get authorization to purchase the parts, I finally get to 'escalation dept.' Escalation rep listens to my story and my medical condition and gives me 2 choices; 1. wait until part in delivered on June 7th OR take a cash out offer and I would have to pay above and beyond whatever the standard reimbursement is. So for AHS screwup and not being able to wait another week due to medical condition, I have to pay additional funds to get my A/C fixed for their errors. Unacceptable!

The AHS dashboard site (for my account) has had my old contact listed for the past 8 months:

ID: #[protected]

Expires 08/27/22

This needs to be outdated to my current contract number - and I cannot make any requests for service? as the website button (request service link) is "ghosted out".. everyone that I talk to in AHS support does not know how to get "my webpage" updated to reflect the correct contact?

On April 25th my hot water heater failed. I immediately called AHS and filed a claim while also checking for other contractors. AHS assigned a contractor from

Rock Hill SC, (20+ miles away) named Honesty Services. Upon checking their rating which came in at less than 1.5 out of 5 and reading the horrible reviews posted by their customers I called AHS back and they advised me that this was the best they had. Using this firm would have required several days to obtain a quote and get it approved by AHS which was unacceptable under the circumstances. I went with another firm and had the work completed that day at a cost of over $3000. Based on the poor stable of contractors, I decided to cancel my AHS contract for which the monthly premium was drafted on the 23rd only 3 days ago. They added insult to injury by only giving me a credit of 69 cents out of $55 paid and the cancellation is effective today. So they charged me almost $53 for the remainder of the periodand once again will provide me with nothing. I even asked the rep to speak to a supervisor and was advised that they could not transfer me to a supervisor. No one should use this company based on the contractors they have available and onerous cancellation policies. I for one will advise my friends and family to avoid AHS at all costs.

Hello,

Please know that I have had an AHS contract since 2006 and have rarely used it, so you can imagine the frustration of waiting 22 days for service. I file a service order on May 3, 2023, that A/C is not cooling. The first company they assigned the contract to was Anyhour Day and Night a/c, they wanted to charge $500 to come out the same day (not covered by AHS) or $350 the next day (also not covered by AHS) or for no fee, come at the end of the month. I called AHS back, and they called Anyhour and confirmed my statement. They assigned a second company Consolidated Mechanical. Consolidated Mechanical come out on 5/19/23 and stated they would order the part and get back to us by Tuesday. On Wednesday, Mountain Air called and stated they were assigned our contract. I apologized and informed them that Consolidated Mechanical was just out and that they are ordering the part. Today is Thursday, I have not heard from anyone. I call Consolidated Mechanical and they stated they were not able to order the part and gave the contract back to AHS. I asked why we were not notified of this. Cora (?) stated it is not their responsibility to notify us, it is AHS's responsibility. I called AHS and they confirmed that they are looking for an AC company to come out. It has been 22 days of off-and-on triple-digit temperatures in PHX AZ with no assistance. I called AHS this AM, they assured me that someone will call and come out today, to stay by the phone. Nobody called, and nobody came out. I called them again this evening, they read the notes and stated they are sorry that nobody called, the contract has not been reassigned at this time. They assured me once again, they will try to reassign the contract and that someone will contact us in 72 hours. Unacceptable, absolutely unacceptable, in fact, it is unbelievable. The amount of mismanagement, and lack of communication is rampant in this company. I am so disappointed that my family and pets are having to deal with this heat due to their incompetence.

I Need to speak to someone in corporate office because on one of our service calls the service provider who is Brown Air in Houston, Tx area was very rude and cussed me out. We asked for a second company to come out and do the work due to this unprofessionalism and lack of respect. AHS refuses to allow us to use the second company because the issue that was broken is the same diagnosis as the first company. We didn't want a new diagnosis; we wanted a new company. Plus, we had to pay a second service fee for the second company to come out and we still can't use them. We asked to speak to corporate to no avail. We are tired of talking to virtual assistants. All AHS representatives are denying us access to any real manager or supervisor. This is ridiculous and crooked business practices.

I have raised a request for Refrigerator issue on the month of Feb 2023 and it almost 5 month still the issue is not fixed and they have assigned the case to Axis Appliance, there is no worst words to explain about the service they provided. Almost they come to home for fixing the issue every week and still not able to fix it. I am really frustrated with the service they are doing and when I escalated the issue with the service desk they are asking to reach AHS and AHS is waiting for the response from Vendor. When with escalation team in AHS (Hazl) they will fix until it works and there is not deadline for it. Attaching the case start date mail

I called ahs on 4/25 and told them I wanted to cancel my policy immediately. The representative said they would remove my credit card to make sure I didn't get charged and he would cancel my policy. Today 5/24, I got an email saying my account was past due. I spoke to 2 ahs reps and was told my policy can't cancel until a member of their resolution team calls me to find out why I cancelled! Finally I spoke to a rep who verified I cancelled before my annual renewal and paid my monthly service fee and now I am due a refund of $55.80.

Each person I spoke with tried to downsell me another policy and would not take no for an answer. It was very frustrating and I will see if I ever get my refund.

I have been servicing customers for HSA/AHS/Front door since 2005 and have had a pretty high customer review overall. I cannot understand why I am being drowned out of the service repair team. I have held a 4.9 to 5.0 star rating for years and all my reviews demonstrate our level of dedication and customer satisfaction demand. I have not been a straight answer as to why I am not being given any service calls. I have no bad reviews, I have not done anything wrong to vendor mangers or customers. In fact, I clean up after companies that do poor work and are no longer doing business with AHS but yet we treated like the carp of the Great Lakes. Why? Who did we upset? Is it because we are not Caucasian? Are we not big enough? Are we giving you guys a bad name or are our reviews helping your low ratings across the board? I just would like some answers as to why you guys are trying to eliminate us as a service contractor so I can inform your customers why you guys are choosing not to utilize our services that your customer are requesting. We hold a 5 star rating and accreditation from the BBB if that does not say much about our business look at your rating on the BBB. I would like to know what is the actual insurance limitations required by AHS. The limitations I have in place now are sufficient for entire towns and cities in our municipalities but you are saying they are not good enough for AHS who employs companies with bad reviews and work ethics or licenses and a company that is not even located in any municipality around us.

Last night my air conditioner stopped working. I have a service contract with American home shield and called to schedule a service call. I was told UNITED AIR TEMP would come out on Monday 5/22/2023. I explained that this would not work and the air temp in the house was 87 degrees and outside was 92 degrees. (FLORIDA) and humid. The person living there has a medical condition and could not live in that heat till Monday. I called United Air Temp was was able to get them out today 5/20/2023 and they repaired the Capacitor at a cost of $285.00 including the service call fee. ($187 plus $98.00) I paid them in full. When I called your company to ask how I get reimbursed, I was told I cannot because the call was not marked as URGENT. What is not urgent about HOT and HUMID air for a sick person. This is terrible and I can see why there are so many complaints about your company. I will report this to the Better Business Bureau if I do not hear from you in 10 business days. Also social media if great in spreading the word about things like this.

Contract [protected]

I already started with a bad experience starting on May 2nd, I called AHS for an AC spring "tune-up" with the $100 spring special. The contractor came to tune up and found that my AC refrigerant refill would cost as much as getting a new compressor coil replacement. I said, ok let me see your options to see which would be cost-effective. He left with leaving the tune-up to a minimal standard "tuning up" spec, not enough to optimize the AC. Then I scheduled the contractor to come back with sale options for a unit. Before the tech could come to Sell me new a AC units, AHS called to say I had to PAY AHS another $125 deductible just to have the contractor show me their replacement options - there was no choice but to pay that deductible - even after my "tune up" was incomplete due to the coverage. Two days after this sale consultation, From a consumer standpoint, how does it make sense for me to pay another fee only to have another SALES rep come over and show me my options on selling me a new mechanical? Later that weekend, I get another alert that AHS is sending a different contractor to "repair" my AC. I was confused because I just had a consultation with the first contractor. AHS double-dipped me on this instance and that is very inconsiderate to have to pay twice, a tune-up and repair service that is both not resolved at the moment of this writing.

After 2 contractor visits, 6 calls, and over 14 days I am still unresolved with no communication back about my ac unit that I signed and approved to purchase back on May 4th. I called ProConnect [protected] which is the number on my paperwork, 6 times over 6 separate days throughout the working business days (being patient that they are "working on it"), I even called the contractor who came to sell me the unit to call Proconnect and ask what is the issue. No one from Proconnect is calling me to take my order payment yet. This is where no one is communicating with me any updates over 2 weeks. Each phone call I had with a different representative had different answers of, things like 1. a mix-up in a double order that they couldn't find in my address. 2. a message was sent to their supervisor and that they will call back in 2 hours. Please answer when they call. 3. They are looking for a regional supplier, someone will be calling me shortly (I wait a day, and no communication. Every call I made ended with the "someone will call me back" at my verified number. They couldn't help me with any of my proactive calls to them, so they always ended with "someone will be calling me back by the end of day or tomorrow". Of course, I have been looking for progress status but it doesn't seem like there is ANY progress! Today is May 17 as I write this.

Proconnect... I am sure you are reading this, my order number is [protected] and I have no idea where the status of this order is, or if I want to even continue this order at this point. I would have emailed you but you only leave a phone number on the order agreement and calling doesn't seem to get me answers.

I don't know what else to do to get any one at Proconnect's attention about my approved order from May 4. I wrote another review on Tuesday but I am still awaiting a response about it.

New update: There was a mix-up with conflicting paper works that 2 contractors were sent by AHS to my home for the repair (and only one of them really came) This held back the paperwork and was the issue to why my approved paperwork was just sitting in the dust for 14 days - it would not have queue up if it wasn't for my many calls, but it was still horrible to have to hear "someone is working on it and will call me back soon" each time and day.

This review may not be the best representation of Proconnect's workflow, but in this case, this was a weakness in the responsible terms of a chain system that is too organized that if paperwork falls in between the crack, it will go unnoticed, my advise is, you may have to stay on top of it.

Finally May 19 update: After 6 hours of my day off in call waiting line multiple (3) calls to proconnect agents, I finally was getting some light shine on my processed approval. It only took an hour for Tanya Newsome to really dive in and fix mistakes between AHS/Procon paperwork and really put their nose inside of the work that took me so much time and days to let someone realize I really needed attention. (It makes no sense because, companies want to take your money, in my case all $3700 payment). What would have taken 30mins of work turned into headaches, lost days, my time on hold-calls, and figuring out what the hell, could have been handled a lot better. You have my information (old [protected], new cust [protected]) and call logs, all I ask is you take all the time (i did) to listen to 10 phone recordings and fix your workflow issue.

I called for service and was given a contractor. This contractor said that it would be over two weeks. I called AHS and they referred May Elec. May came out and got us cooling. I paid 1602.00 direct to May pus the 125 dollar service fee. AHS refuses to compensate me for anything. They say that I have a code violation that they had informed me about before and had not been fixed. We have never received a notice to have something fixed.

The violation is locks on the outside unit. The re. pair was to fix a leak on a pipe on the INSIDE. Needless to say the lack of any locks did not have a thing to do with the leak. They then sent a contract that shows where the contractor was going to install locks. No locks have been installed. They do not have and email address and the operators have a hard time communicating in English so I cannot get any help

Hello,

I am filing a complaint against AHS.

Last Thursday 5/11 AHS came out to look at my AC unit as I noticed it had stopped cooling like it normally had. I bought the house in February of this year, had a home inspection, and had a disclosure from seller stating there was no known preexisting issues noted to AC unit or any other big issue in the home. At closing, home warranty was bought on the house with AHS. This AC unit passed home inspection. (I have since reached out to the company that did my home inspection and they state it was working fine when inspected and incident should be 100% covered by my home warranty plan.) I have reached out to over 5 people regarding this issue in AHS in which have done nothing for the issue. The contractor that was sent by AHS came out and wrote in a report that this was a "pre-existing issue" so AHS continues to state that this will not be covered. AHS representative from Dawson states she is unable to send me a report/invoice of what was wrong with AC and states "If I share that information with you AHS will fire me." I paid $100 service fee for them to come and inspect my AC unit and was not able to be provided an invoice/diagnosis because "she could lose her job", but states, "bottom line is you need a whole new AC unit". Representative was very rude on the phone and continued to lecture me that this was a preexisting issue. This was not a preexisting issue as I had since used my AC unit when I moved in, and it had passed a home inspection. This is now week 2 with nothing being done. I am very dissatisfied with this home warranty company. I would like some action taken to get my AC unit replaced/fixed as soon as possible as it has already been 2 weeks.

My refrigerator stopped working Saturday May 6. I called and left a message for American Home Shield to schedule an appointment. They called my back Monday May 8 and told me a company would call to schedule. The company called and scheduled for Friday May 12 - now I am without a refrigerator for 6 days. I call AHS back and ask if they can have someone come out earlier. They cancel that repair company and then tell me I will have to wait 24-48 hours for another company to call me to schedule - at which point I say to keep the May 12th appointment. May 12th I take off work and the repair company doesn't show up. I call customer service who says there is no supervisor available, they have already charged by credit card for the service repair, I have already taken off time from work and now have a fridge full of spoiled food and 2 children. It would have been better to not have a warranty as I would have had a fridge by now.

And for being called AMERICAN home shield - EVERYONE WAS FOREIGN, which says their call center is located OVERSEAS

I am a licensed contractor hired by AHS to repair there clients homes such as leaking roofs! Well I completed 2 of the dispatches that they sent to me and like normal sent them the invoice. Prior to me completing the jobs I sent them my bank information as they requested. Well they are claiming they deposited my money but to a different account and they are refusing to pay me because of there mistake