American Home Shield [AHS]
reviews and complaints

I had a service person try to repair my washer but the parts are discontinued. I have called ahs a couple times and am told they are looking for the parts in other states. No one has bothered to contact me for a few weeks! Am I to get the repair done or a replacement? No word! I haven't been able to do laundry for over a month. I need help and someone to tell me what the status is... And have respect for me. I have been a customer for many years! This is wrong for ahs to ignore my desperate need.

Repair technician came 10/06/2020 and ordered parts and it is now 2 months later, the parts are still on back order. AHS says they will replace the appliance after 21 days, yet they haven't taken action, saying they need detailed diagnostic reports for their Authorization Department before they can make that decision. Here is my diary of the recent calls that I have made:

11/30 Spoke to them for the 3rd time since last week. They said that Sears was asked to give them an update on the part within 48 hours. They also mentioned that repairs had to be made by 21 days which has already been passed.

12/03 Spoke with them again. They tried calling Sears to get an update. An email was sent to the Authorization Department. Sears sent a follow up email today. Apparently the Authorization Department has to make the decision about continuing to wait for the part or to replace the refrigerator.

12/04 Spoke with them again. He could see the email sent to the Authorization Department, but did not have a decision as yet. Told him I would call everyday until this issue is resolved.

12/07 Spoke with them again. 11/30 Sears sent email to Authorization Department. Sears followed up again with another email to the Authorization Department again on 12/03. Apparently, the Customer Service Representative that I spoke with is not able to confirm that the Authorization Department has received anything from Sears so she is going to have her supervisor call Sears to get to the bottom of it and she said she would call me back Saturday. I said I would call again on Wednesday that Saturday was too long and unacceptable.

12/09 An email has been sent escalating the issue with the Authorization Department and that I should be receiving an email with the decision by the end of the week.

12/15 They said there has not been a detailed diagnosis sent yet. The agent put me on hold and tried to contact Sears directly. I requested that a supervisor from American Home Shield call me and let me know what exactly they are going to do about my situation.

12/21 Checking to see if the detailed diagnosis has been received or not. There is no evidence that the Authorization Department has received the detailed diagnosis from Sears. They called Sears while I waited on hold. I called Sears (A&E Factory Service) [protected] and spoke with Janet and she said that she would send the detailed diagnosis to AHS and my email address. She confirmed that the part is still back ordered. 12:40 Still haven't received and email from A&E so I called them back. Spoke with Eunice and she said that an email with the detailed diagnosis was sent to AHS on November 24th and she said she would ask the offline team to send me that same email and I should get it within 24-48 hours. I got the emails and called AHS back and they transferred me to the Appliance Ordering Department. Hold time was over 1 hour. I waited.

12/23 Spoke with Carol and she said she would send me the detailed diagnosis. They had an error in the system two days ago. Should take 24-72 hours to get the email. She suggest I call back on Monday if I haven't gotten the email by then. Received an email that said "FREEZER NOT DEFROSTING PARTS HAVE BEEN ORDERED" Dana said that they have no idea when the part will be available and it has been on order since the technician was here in October.

On December 7th I sent a request to American Home Shield because my stove stopped working. It is a 2000 Dacor range and the error message on the control panel is flashing. The panel needs to be replaced. I have called AHS every working day and have not gotten any answers. At first they could not find someone to do the job and after a week they allowed me to find a vendor. I found the vendor/service provider and they told me that they have worked on Dacor stoves like mine and have not been able to find the parts. This was on the 14th of December. It is now the 21st of December and AHS told me on the 17th that I would have my range fixed or another solution before Christmas. I called on the 18th and was told that this is not true and that they have 14-21 days to find the parts. At this point we are not able to use our stove and Christmas will come and go with no use of the oven. I've posted on Facebook, called, and waited. They have at no time reached out to me except when I posted on their Facebook page. I am expecting to be without a stove until the middle of January. I've been an AHS customer for 14 years and I feel like I am getting the runaround.

I have spent more than enough time on trying to have my washing machine repaired/replaced!

This all started on the 6th of November!

Yesterday was the last straw, over the course of this fiasco, there were 4 failed attempts (one of which was a no show no call) to repair my washer! On the forth such attempt only then was it decided my washer wasn't repairable and to have it replaced (35 days later)!

When the above email was sent to me I was told the delivery company would contact me on the 15th to set the delivery-setup time! Well that didn't happen, so at 5:05pm on the 15th I called them, to find out that information! I was told by a man they would be here on the 16th between 8/12! So at 12:05pm I called the delivery company to inquire about when they arrive! This time I spoke with a woman, she told me she didn't know who I spoke with the day before (I told her it was a man), she informed me that owner had covid-19 and wasn't making deliveries! I asked her if anyone had thought to give me that information? She said she would find out what was going on and call me back! Again a time had been set up and at the COB I still didn't have my washing machine and of course I never received that return call! The second no show no call!

AT 5:05 pm I called AHS to apprise them of situation, the customer service rep I spoke with, asked the name of the delivery company and their phone number, I gave him that information! He placed me on a 15 min hold, (which by the way the guy playing the sax, on the hold music sucks), when he returned he said the delivery company told him that they delivered it to my house!

I told him no one was at home and that the woman at the delivery company (who was supposed to return the call), knew that we had appointment beginning at 2:00pm! I told him, no one had been there to receive delivery! The delivery company never called to say they were going to leave it! I told him I lived a busy highway and if it was left in only place they could leave it (my driveway) it likely wouldn't be there when I got home! And if that WAS the case, where was I supposed to
park? Because there isn't any parking on either side of the highway?

When I arrived home at 8:15pm, there wasn't a washer or pedestal in my driveway! So I called AHS to make them aware that there wasn't anything at the house or in the driveway! This time I was told there was nothing they could do, as it wasn't their problem, that I needed to talk to appliance support aka your unit, which of course was closed! So when I was transferred on the phone I listened to a message saying to call back during normal business hours and was then disconnected!

I called back again, and was told the same thing as before! I told them that someone needed to make it their problem, because I needed to file a police report! That I needed something from AHS stating that the delivery company had informed AHS that the washer and pedestal was delivered or should I say LEFT at my house! I didn't want to file a police report without that information! Only to have the Police come back to tell me they contacted the delivery company! The delivery company stated that it hadn't been delivered! Which then have caused me to have filed a false police report! Which is a felony! I was told why don't you wait until tomorrow and file the report then? I would be asked why I waited so long to file when I was aware of it the day before? You see where I'm going with this?

This part all started as I said at 8:15pm, it was well after 10:00pm after being on hold 98% of that time! About 10:15pm I was told that the supervisor was busy and said they would return my call! It's now 6:43am and needless to say I'm still waiting on that return call!

At 8:00am I will be notifying the local police of the apparent theft from my driveway! This email will be supplied to them, both as an explanation for why it wasn't reported in a timely manner and as protection should it become a false police report!

I suggest that you find a different delivery company, secure another washer, pedestal and hose kit for me and have it delivered TODAY, by whatever means necessary! DO NOT attempt to use USP Home for 2 reasons, 1. told that truck owner has Covid-19 and 2. No Show No Call!

The local news troubleshooter and the Better Business Bureau are going to have a field day with this one! I have all the emails between AHS, Sears appliance repair and myself in addition to screen shots of all calls to AHS with dates and amount of time for those calls! I've learned over time to document - document - document!

Ken Points
106 Stevenson Rd
Erlanger, Ky. [protected]
[protected]

This the worst Customer Service I had dealt in my whole life & on top of that the Escalation department is even worse than the CS. I opened the service call for my washer on 11/18/20 under service call number [protected] & I have been calling them for the last 2 weeks & the response I get is waiting for the parts & today I just spent close to 2 hours on the phone & the same response "waiting for the parts with NO ETA & I don't have any other options just wait". I will not suggest this company to any one as a matter fact I will post my experience with AHS to every possible social media.

Thanks
Mohammad Ashfaq

I called AHS about my AC unit not cooling my home in West Palm Beach, FL. I told them that it's blowing air but not cooling.
I made this complaint in the beginning of Oct 2020 and they sent their contractor (South Cooling) from Miami, FL to follow up on my complaint. The contractor came out and only checked the AC unit outside and didn't check the Thermostat or Air Handler (Up in the Attic) and only told us that we needed a new compressor and he would return the next morning and to keep an eye out on Unit because he had parts laying outside.
The next morning, nobody called or came out like he said. I waited until day was almost over and called AHS to find out when this company would return. They said they couldn't get a hold of company and would send an EMail. I then called company (South Cooling) and said I needed to make another appointment. I told them what their worker told me and I couldn't believe he left parts outside for me to look after till he returned. I already had been out of AC for a week since my first call and made an appointment. So I made another appointment for the next week and nobody called or showed up. I called AHS again and same thing except the delay was due in part waiting on the part. I was told by AHS and South Cooling that was the issue. It took 3 weeks for the part to come in because I called AHS and South Cooling over and over to why this was taking so long. On 10-26-20 the part arrived they said and sent South Cooling out again with another man.
The man came out to my home and once again, never checked the AC Air Handler or the Thermostat and began working on unit outside. The receipt said he replaced old compressor with a new one and he had to weld and cut to do that. That's when he says the AC unit was checked for leaks and he found one but everything else was ok. He would send someone out to follow up. I have been without AC for a month at this point. Two days later they sent another man (Three different People to work on my AC). This man said I had to pay $320.00 for the Freon before he could start repairing it. I was angry at this point wanting to know why that much and it wasnt reported until the second man came out. He had no answers so I said go ahead because my wife is handicapped and its too hot in our house and I wrote him a check and signed receipt before he left. He finished within a couple hours and left handing me receipt everything was good which it wasnt. It's December 11, 2020 and when he left I cancelled the check because he lied. It wasnt working and still isnt. And neither the company or AHS has remedied my problem. There is nothing marked where there should be on how much Freon was taken out of unit and how much was put in and nobody had checked the Air Handler or Thermostat and South Cooling wants me to drive to Miami and pay them $320 before they come out again. I have complained to AHS for almost 3 months now and still have nothing done. I had a private company come out and tell me it looked like no one had done anything to unit. So I took pictures of what I could. Hopefully to prove my point. I'm calling AHS back today to find out what's next and than I'm cancelling the renewal of my contract also which is due this month. They also sent out a company to fix my Ice maker said it works now but it don't.

Customer: Janet and Mark Bryant at 151 Beryl Court, Hercules, California 94547 (single family residence). Agreement Number is [protected]. Agreement term is 6/17/2020 through 6/16/2021. Agreement price is $878, payable each month at $73.17

Issue: On or about November 26, 2020, we called AHS to send a service technician to investigate water that is leaking from our gas-operated, forced air furnace (In and Out brand). Heating equipment and related infrastructure is a covered item under our agreement.

AHS sent a service technician on Friday, November 27th to evaluate the heating unit. The heating unit was determined to have a leaky condensate pump, and a failing water discharge pump, with visible water within the heating unit. It was recommended to replace both pumps. The report was to be submitted to AHS to review and authorization prior to commencing the needed work.

After a few days, we called AHS twice for a status update, The service representatives were unable to provide a clear answer on the status of the authorization from AHS. Meanwhile, we initiated an arrangement with the service technician's company (MS Services) to begin needed repair services and that we would guarantee payment (expecting reimbursement from AHS). We spent $765 on 12-4-20 to replace the condensate pump. The water discharge pump has to be ordered for future installation.

These parts and installation services are covered under our agreement and should be readily authorized by AHS (at no cost to us - the customers). Lack of responsiveness from AHS, required taking action to get the needed work done and protect ourselves from very cold temperatures (overnight lows in the 30's) that has endured for several weeks.

We have contacted AHS on 3 additional occasions (December 4, 8 and 10) for a status update on the needed authorization from AHS. We have been told that the request is being escalated, but nothing has happened. No feedback from AHS, no phone calls, no email messages, nothing.

AHS has dropped the ball and failed to authorize needed repair and replacement services as provided in our service contract.

What we want: AHS to reimburse us fully for any and all costs for repair and replacement services in the absence of AHS' failure to provide the necessary authorization. Also, a one-year extension on our existing service contract (at no cost)

Sept. 26 2020 called for service request. Payed my $75.00 for service call. Sears scheduled call for 10/07.. Sears rescheduled to 10/21 day before original scheduled call! It has been over 2 months, no tech, several calls to ahs and nothing! One service rep hung up on me when I wanted to cancel my contract. Sears is apparently waiting on parts. Help!

Waited three weeks for the one-star contractor AHS hired to fix my fridge. After countless days of their contractor telling me he was coming today then not showing or calling to inform me, I decided to cancel the contract I had the AHS. Man let me tell you, speaking with their customer service representatives is horrible. They will hang up on you, put you on hold, cant answer anything, and whenever you ask to speak to a manager you get the same thing every time they will call you back in 24-48 hours which would be fine if they ever called me back. I must have heard that over a hundred times. Then if you decide to make the smart decision of cancelling, they make you jump through multiple hoops and will even try using the 24-48 hour line.
After everything, they ended up making no repairs or replacements in the entire time I paid for their service. They were kind enough to provide me tons of unneeded stress, countless wasted days, and to top everything off a $60 cancellation fee. Needless to say I was pissed about giving $60 to them for doing nothing, so I asked to speak to a manager to avoid paying the fee.
The employee informed me that they are told to never escalate a call by handing the phone off to a manager. Absolute trash.

I opened a support request on 12/1 for a water leak on my water main that requires complete shutoff of water to my house. On 12/2 the assigned plumber called and said they are not available until 12/8. I called AHS 3 times on 12/2 trying to get service sooner - as per my contract and every call resulted in them telling me to wait 1, 4, and 6 hours and "someone" would call me back. They never did.

On 12/3 I have called two more times, the first agent "guaranteed" me a dispatch agent would call me within 4 hours. 6 hours later I'm on the phone with Jacob who cannot even converse in English aside from reading the words on his script.

The first agent I spoke with on 12/3 said if I was not called back AHS would authorize "outside authorization" which Jacob just wants to argue about. In the meantime, the only way to keep water from spraying everywhere.

I signed up for a home warranty to the tune of $71.61 per month. I paid an additional $75 for a claim on my microwave. Months later they still have NOT fixed my microwave. No service technician has even taken a look at it. I have spent countless hours on the phone to their customer service much of the time on hold. When their reps pick up they are all from Asia. They have not resolved the problem and refused to refund my monthly premiums all the while months go by and they still haven't followed through on my claim. When I call their local contractors, I have either been placed on hold for up to an hour, just to be disconnected, or been told that AHS has to contact them directly to schedule my service! This company is horrible. I have reported them to the Federal Trade Commision.

I filed a claim on Nov 10, 2020, the contractor came out to my home 13 Nov 2020 to attempt to fix the range and the refrigerator. I am a member of AHS and I paid the service fee for them to come along with the monthly membership fee. The contractor told me there is no part available for the range and they could not locate the part for the refrigerator.

Its is now 1 Dec 2020, and after 4 phone calls talking to agents and supervisors (who sounded like the same person) I was given a voucher to replace my range, the the most important appliance my refrigerator, they said they are still looking for a part. They have been looking for a part since 16 Nov 2020.

I just recently got off the phone with AHS again and the agent told she would escalate my claim for the 4th time. She also told me there is no definite time frame for the part to be found.

I think this is absolutely unacceptable for them to allow their customers to go without essential items such as a refrigerator.

We have gone through Thanksgiving without being able to refrigerate food. Not to mention we are in the middle of a pandemic having to go out and get food everyday is not ideal.

I have tried on 4 different occasions to speak to a representative to cancel my home warranty. I sold my home on November 25, 2020 and starting calling to cancel my service one week prior to my closing on the 25th. I am either on hold for extended period of time and twice when I spoke to someone they told me someone would call me back that they were not able to process the cancellation request. I have not received any call backs.
I will be purchasing another home within the next few months and I will not be using American Home Shield as the customer service has been horrible with this experience.

I requested service for my water heater on 11/17/20. AHS assigned a vendor. However, like every other prior request, the vendor could not see me for at least a week. I nevertheless accepted the appt, which was scheduled for 11/23/20. Yet, the vendor did not show, call or provide a reason for not showing. I called the vendor for an explanation, but no answer. I called AHS and the rep tells me he has no idea why the vendor did not show and that I'll have to wait 24-48 hours before they can reassign my ticket to another vendor.

Let me get this straight. AHS accepts my $125 service fee. It assigns a vendor, but the vendor cannot see me for a week. The vendor gives me a ridiculous appointment window of "between 12-5pm." I take off from work. The vendor doesn't show nor provide a reason for not showing (and did I mention that I took off work). AHS tells me I have to wait 24-48 hours before it can reassign my ticket to another vendor, who will likely want me to wait another week before being seen - which means I'll likely have to take off from work again. And these companies are considered professional?!?! SMH

I generated a service request on October 6, 2020 for two pool pumps and a filter. I was dispatched Expert Pools. The serviceman reported all sorts of equipment failer due to neglect. I called AHS to follow-up and they sent a second opinion out which was JT ultimate pools. I requested for a manager to give me a call and apparently it was noted in the system. I reached out to my pool company and the owner came out to my home to take pictures of my equipment to ensure that his service techs were servicing my equipment properly. He found that Expert Pools improperly diagnosed my equipment improperly and have documentions to show that what the company submitted to AHS was not correct. Therefore, I met JT ultimate pools tech at my home to insure the inspection of my equipment was properly done. He asked what was the issue and I explained that I needed a second opinion on my equipment. He noted that the pumps were fine and the filter needed to be replaced due to normal wear and tear. He was putting in the serviece request to AHS to have it approved. After following up with JT ultimate pools for 2 1/2 weeks and was told by them they are waiting on my equipment. I asked the lady why is it taken so long she could not give me an answer. At this point, I called in to AHS as I became irritated that I am not receiving customer service or an answer as to what is going on with my service request. They sent out a third company Knockout Pools and they found the same findinigs as JT Ultimate pools. The tech sat in front my door for at least 30 documenting my account. However, On Saturday, November 14, 2020 I received a voicemail stating that the service cannot be rendered due to the 7 day period of the second opinion. At this point I am fierious and requested a manager for the second time and have yet to speak to one since the first request. This is not the customer (Audretta Bennett's) issue this the an issue with the contracting companies who are not properly reporting and submitting information. On Monday, I followed up wit AHS as to why a manager has not respond to my request, I was transferred to the escalations department and was told that one will call me back within an hour. I waited three hours and called back only to be told that the escalations department is the highest level and they be reviewing my case. I received a call later that night at 8:49pm and was hung up on. It was no need to call back because I will not be connected with a manager. Therefore, I waited to see if they would call back and no one did. This is horrible. I have been with this company for 11 years and I have never experienced this. Can someone please tell me why I cannot have my equipment fixed as this situation is not a customer issue it is a contractor issue.
Respectfully
Audretta Bennett

AHS Shield Plus plan #6355147. I believe AHS is in breach of contract, and I request a full refund of $1308.11, along with the refund of two outstanding service payments of $132.94 each, totaling $265.88. Total sum to be remitted to me is $1573.99.
I have used AHS services for past homes, and had positive experiences. For this reason, I chose AHS for our new home. The contract was paid at closing. Since then, I have tried four times unsuccessfully to get a service person to my home. It appears AHS has no service network representatives in my area. The service representatives recommended by AHS are too far away to come to my home.
This has forced me to find service people outside of AHS. AHS has allowed this under its very strict guidelines. Unfortunately, I have not found service people who meet AHS's terms and conditions.
At this point, it is clear that AHS cannot provide the needed services, and should never have accepted the contract to begin with. I spoke to an AHS representative, who offered me a pro-rated refund for canceling my plan. This is not acceptable, as AHS has failed to deliver any services while requested four times. I should be refunded the total amount.
Also, AHS has violated its own stated practices by charging me for service calls without assigning a service provider. I have received refunds for some of these charges, but two remain outstanding.

First of all I have had issues with my 20 year old a/c that American Home Shield would continue to band aid. I decided this past July to go ahead and replace the a/c made more sense bring it up to compliance and not throw money away. When I spoke to customer service at AHS they said they would reimburse me $569 when the repairs were $1000+. Any effort I made to explain the necessity the company found those repairs to be and AHS should be able to reimburse that amount obviously failed. I have paid way over that in my years as a customer.

So, I decided to follow through with the $569. This gentleman told me to fax my a/c receipt to a particular fax number and I would receive a check for $569. I have called AHS today being the 3rd time. The amount of time has been a minimum of 40 min's with no resolve just the "stalling" of waiting and then transferred to another department. Then this department was the incorrect department and the call was disconnected. The longest call with a wait was for an hour.

So here I am with no reimbursement check, I have wasted an estimate of 3 hours listening to AHS's elevator hold music with no answers whatsoever. No working individual has this amount of time to dedicate for resolving issues. It has been loud and clear this is a diversion tactic. At the very least, poor customer service. I have not used this service very often but I sure have paid quite a bit so my ROI is zilch.

I do not have phone calls I can attach or photos.

My name is Andrew, contact information, [protected]@gmail.com. On 7/13/2020, I submitted a request to AHS to have my cooktop repaired. A contractor from Amtec Services come to my home a couple of days later diagnosed the problem. I was told the parts for the cooktop would be requested through AHS. In July, when I spoke with the representative from Amtec she informed me that one part came in but the other parts were on back order and were waiting for AHS to provider the parts. Since that time I called weekly after waiting on the phone up to 2 1/2 hours each time just to speak to someone and get told the same thing, parts on back order with no resolution. A couples of weeks ago, around 10/05/2020, I was told by the AHS representative that they would replace the cooktop and they would speak with Amtec since they can't obtain the missing parts to submit the recommendation to replace it. I was told someone would call me back an the next step. I never heard back from anyone and called AHS again and again after waiting on the phone up to 2 1/2 hours with no resolution, just to be told that they have not spoken to Amtec. I called Amtec and they told me that they are recommending that the cooktop be replaced but they stated that when they call AHS parts department they are on hold up to 3 hours. They have left messages for them to returned their call but they have not heard back from anyone either. This has been a very frustrating ordeal. I understand issues with Covid this has gotten to the point of being ridiculous. Some AHS agents have been more helpful then others. I once spoke highly of AHS services but this has given me a difference perspective. It does take much to know if a part hasn't arrive since July that there is a problem and try and be more help to get the issue resolved rather than push me off just to call again and wait again up to 2 1/2 hrs just to speak to someone and get my stovetop repair/replaced. I really need help with this issue I am tired going in circles.