American Home Shield [AHS]
reviews and complaints

I had to call AMS for a issue. I shower was turning cold in the middle of taking a shower. A plumber came out said it was a valve and would have to order part. Part came a week later and plumber stated it would cost 350 to fix and AMS wouldn’t cover it. I called AMS and they said it would be covered and they would contact plumber. This issue has been going on for 2 months! Every time a call AHS they say it will be resolved with 24-48 hours. Finally call back and want some kind of answer and they say I have to pay another service fee. I wouldn’t pay them a nickel and now they want me to wait 24-48 hours to talk to a supervisor. When I did actually talk to a customer service representative they were rude and said things under there breath that they thought I could hear. Worst place no customer service they don’t care about anyone

We put in a service request to have our dryer repaired because the drum was not turning. 0n 3/25/22, a service tech came out and discovered the belt needed to be replaced. A few days later when we washed some clothes, we noticed that the dryer was making a new noise that we never experienced in the past. We contacted AHS and created a new service request on 3/29/22 for the same company to come out and re-check the dryer for new problems. The service tech noticed the noise as odd too but could not figure out what was causing it. He decided to loosen a couple of screws that were located near the lint trap on top of the dryer to lessen the noise but he did not fix the issue. We contacted AHS after that second call and advised them that the problem was still not fixed, in which they said that they would contact the service company for more information and get back to us on 4/11/22. We did not get a response from AHS and called them to find out what was happening on this issue on 4/12/22. We were told that the request was completed and that no further service would be done for noises. The service request # [protected] was pending before we called for a status but during that call it was changed to completed. When we questioned that status we were told that they do not continue service requests for noises on appliances. The information they received came from the service company that created the new noise on our dryer and lied to AHS to complete the service request. We have been members with AHS for 5 years but after this last experience, we will likely be looking at their competitors for this insurance for the future.

First I must note that American Home Shield is NOT the same company it once was just 2 years ago. It is how completely managed overseas. Every phone call - even to its supposed HQ in TN, USA - is answered in the Philippines. It is difficult to understand what the agents are saying, and they are merely reading from a procedures book. I have been waiting since Jan 2022 to have my wall furnace replaced . It took them until March 2022 to even send the promised Sears tech to inspect it. The service tech confirmed it needed replacement, but AHS has yet to authorize the replacement over two weeks later. So over 3 months later, I still have no heater. I do not understand how sham companies like this are allowed to remain in business. AHS only pretends to be in the home warranty business.

We were told when we enrolled that they covered high end appliances since we had a Subzero fridge and freezer. They had said that both would be covered.

When we had an issue with them, the technicians came out right away to try and fix the issue. When the technicians couldn't fix it, they put in for a replacement. The fridge cost us $11,000 to replace and the freezer cost us another $6,000. When we received the replacement check, it was for $2,880. When we called, they said that they only covered a maximum of $3,000 per appliance. When we asked them about the freezer reimbursement, they said that they do not cover free standing freezers. So the coverage that we were told was far from what they actually covered. They only covered 17% of our costs. Then when we said we wanted to cancel our service, they kept the auto fee feature on. SO we were charged multiple months and they said that they won't reimburse those months. DO NOT USE AMERICAN HOME SHIELD!

Issue: April 2019 I called to cancel Contract [protected] for 1 emory Court, Millstone township nj 08535 linked to [protected]@hotmail.com and they advised it was canceled.

However, We have been getting charged monthly since April 2019 to now. this is ridiculous . I's robbery.!

I spoke with Lester on 4/4/22 Badge No 514189 he agreed this was AHS Mistake and submitted a request for Credit. Prior to this call. I also called numerous times w. no resolution.

I just called back and I was told I wasn't receiving any refund and that my contract is still in place.. This iS WRONG! I need my refund from May 2019 until March 2022.

I will get my Lawyer involved if Needed

I need someone with the power to process my refund to call me back asap! 908.692.0952

Thank you!

I have had an account with this company for 3years. Now that I am calling on them, I continually get the run around. The very first claim for my refrigerator was put in and answered. Someone came out to repair including repair man having to order parts and returning to install new parts all happened within 6wks. from original request. During that time, in beginning of Feb, 2022 I also called in for a repair of my electrical switches that is also covered. They have given me so many run arounds reasons including the company they referred me to. It's been almost 2mos and I still don't even have an appointment for repair man to come out.

On Feb 22, 2022 I contacted AHS to request servicing my double oven. The heating element was out on the upper oven making it unusable, and the lower oven heated slowly and irregularly. The lower oven took 20-30 minutes to reach 350 degrees, and sometimes it would heat to 425 or 325. A service man from Accord Appliance was dispatched and looked at the oven on Feb 28. The serviceman determined that the heating elements were not working and needed to be replaced for both ovens. He said he would order the parts and return in 2 weeks. The serviceman told me that he would order the parts, but AHS had to approve it before he could repair the oven. I waited two weeks and didn't hear from Accord Appliance, so I called them and they told me the ticket was closed. They didn't know why. So I called AHS to inquire about why the parts weren't ordered and they informed me that Accord said the problem was resolved so the ticket was closed.

AHS suggested I open another ticket and have a senior serviceman come out to look at the oven. So on March 24th the same service man was sent from Accord Appliance to rediagnose the problem with the ovens. He remembered the problem and said he had ordered the parts before but it must have been denied. He said he would resubmit the order for the parts. I followed up by AHS on March 29th and they told me the serviceman requested parts to replace the oven door hinge. I explained that there isn't a problem with the hinge. The problem is that the one oven doesn't heat, and the other is irregular. AHS offered to send another serviceman out to rediagnose the problem again.

At this point I determined that the two companies (AHS & Accord Appliance) aren't interested in fixing the oven. On April 5th I cancelled the policy because the only solution AHS offered was to send out another repairman from Accord Appliance to rediagnose the same problem they already diagnosed twice.

This is more than inefficiency or poor communication between companies. I feel as though AHS sells a fraudulent policy that they have no intention of fulfilling.

Today pipe burst! No running water for over 4 hrs plus waiting on dispatch to get emergency contractor! The children can't eat, drink, use bathroom which is not humane! Could have had a contractor out myself but @AHS_Warranty declined to authorize independent contractor. Instead they have me wait & keep my phone line open for the dispatch department while me and my children suffer. This waiting game @AHS play with you during an emergency is nothing but a ruse, an attempt to buy them time, because in actual they do not have contractors that do emergency work. They do not care about my children, the water damage to my home from the burst pipe, the distress, panic, and anxiety I feel.

[protected]

Have not heard any update on my ice maker maintenance. I call every week only to be told to call next week. Apparently it’s taken over 3 months to realize the part can’t be purchased. Meanwhile, I am still waiting for service. Your system has a flaw when customer has to keep calling for updates. This customer is disgruntled.

I was assigned a company to come out and fix my gas range. The company came out and told me that they would have to order a part for my Samsung Range. That was Jan 24 2022. The company let a message on my home phone on 2/18/22 to say that they had the part. I don't know why he called on that phone when he came out to my house I informed him to call my mobile phone number. I called back in early March and spoke to a young lady and she said the company said that they could bring the part out today. When I contacted the company he said no he couldn't come today but he could come tomorrow. I informed him I had to work and that we could scheduled it for the following day he said ok. I said please call on my mobile so I won't miss the call. I haven't heard anything from the company. Today is April 1st. I just got off the phone with Ellie at 10:03 4/1/22 she informed me she couldn't get in touch with the company. She informed me she put out an urgent request so she could see what's going on with the part. Ellie said I should hear something back within 24 to 48 hours. I haven't had anything like this to happen with American Home shield and I really would appreciate someone to come out and fix my range. If I could get another company I would appreciate that.

I scheduled appointment with American home shield in December of 2021 this appointment was canceled and rescheduled 3 times By the contractor Upon showing up diagnosed the problem supposedly ordered the part haded sent to my house and was supposed to come back and fix it only to find out that he closed the ticket and nothing was ever done I have been waiting for 4 months still paying my deductible and the $100 charge. I even told them to come and look at the part to prove it has not been replaced. I have called customer service 8 times and every time I am given a different answer or a different excuse. I have emails from the service Tech of all the cancelations as yes as well as his phone call to let me know that the part was on back order but those don't seem to matter

I have never owned a policy like this. I did not read all of the details in advance.

My continued insurance coverage at risk. The agent noted old furnace was 1978. Per his observation - the average life of a furnace is 15-20 years. Furnace was 43 years old. "The reason insurance companies refuse to insure homes with old furnaces is the high probability of the furnace malfunctioning...soot...carbon monoxide..." leaking into the home.

I replace this old furnace ASAP. .

I called in november 2021 to get my Ice maker fixed #[protected]

still not working not one of your venders came out called many times keep getting the run around . Im very upset Big time.!

They keep telling me a manager calling me back from the escalations dept

3 diffrent t6imes nowin the last couple weeks alone nothing .

No calls back

Please Help me get this resolved.ASAP its been almost a year now.

Sincerly

Ramdy

16410 W whirlaway Lane

Veradale wa 99037

[protected]

I had a well water pump installed at my residence on March 30, 2022. I have called them and sent things in that they asked for over and over. I still have not gotten payment for service. When I call to try and get this issue resolved, they give me a different answer every time. I just want to receive the payment, so that I will be able to get the contractor paid, please.

Thank you!

On March 21, 2022, at approximately 2:00am, I filed a service request for a leaking shower faucet. At 2:14am I received a response a contractor had been assigned. I contacted the contractor. I was given an appointment for March 22, 2022, between 10:00am-3:00pm. I was advised I should try contacting AHS for an earlier appt as I had to shut the water off to the house and was without water. I called AHS at 3:00pm. I asked if there was any way for someone to come out that day. I was advised if I did not receive a phone call within four hours to call back and ask for an outside authorization. A few minutes after getting off the phone with AHS, I received a phone call from the contractor. AHS canceled the appt scheduled for March 22, 2022. I called AHS at 7:00pm as instructed. AHS was still trying to find a contractor. I asked for an outside authorization as instructed. I was informed AHS was still trying to find a contractor. She stated to allow an additional 30 minutes and to call back if I did not receive a call. I informed her the contractor informed me the appt had been canceled by AHS. She stated she will leave a message for the contractor to attempt to reschedule the appt. At 8:30pm I called AHS again and was advised they were still trying to find a contractor. At that point I asked how late am I supposed to wait? I did not receive a call until 8:16am on March 22, 2022. I was informed I was being given an outside authorization because there were no contractors available. The contractor I had the appt with now had no available appts. I was given a list of instructions and informed they would also be sent via email. NO email has been received. I contacted and scheduled an appt with a licensed contractor. I called AHS and confirmed the contractor was NOT on the list of forbidden contractors. The contractor came at 12:00pm. The problem is not the shower cartridge but the valve. He estimates that the cost would be apprx $[protected].00. I advised him I would need to call AHS prior to accepting the estimate. I called AHS. She spoke with the contractor. She stated he would need to provide the work order in order for me to be reimbursed. I advised her I would pay him out of pocket for him coming today but I would like to have an appt with an AHS contractor for the valve work. I am not able to pay the $[protected] to an outside contractor. She stated the work order is still out and AHS is still waiting for a contractor. At 7:47pm I called AHS again. I spoke with Farah who is offshore. I asked for the status of a contractor because I still have not received a phone call, text message, or email from AHS or a contractor. Farah stated the contractor came out. I informed her he was an outside authorized contractor who was not able to fix the leaking faucet. She stated he would need to send over the request for authorization. I advised Farah I paid him out of pocket. I am not requesting reimbursement. I have paid my $100 fee and I am requesting an AHS contractor. Farah informed me until the contractor provides an authorization showing what the problem was, she was not able to assist me. Otherwise, I would need to put in a new request and pay another $100 fee. At that point I asked to speak with a manager. Farah informed me that would be the escalation department, but they would tell me the same thing. I was put on hold for over 10 minutes. When Farah returned, she informed me the escalation department was closed and someone would call me within 24 hours. On March 21, 2022, at apprx 7:00am I had to shut the water off to my home. My shower faucet was not a dripping leak but a flow of hot water from the shower head. I was without water for 32 hours, until appx 3:00pm on March 22, 2022. I am still without a shower as I am not able to use my shower.

Recently had AHS assign DNG Appliance Services LLC to repair my dryer. I spent hours waiting for a tech only to find he just came to look at it and schedule another appointment later in the week. A tech was supposed to show from 2PM - 7PM on a Thursday. The tech finally showed at 9PM. He said it was all fixed. He did such a shoddy job at putting it back together that part of the drum felt gasket came off and wrapped around my clothes while they were drying. The dryer worked for about a day. I called 3 times to get somebody out to fix it, and they gave me another appointment days later. They said that would be a supervisor, so I don't expect it to be fixed then either. I don't ever want DNG to be assigned to any of my future work orders. For the second week, I'm without laundry service.

I am submitting this compliant, so that it does not occur to anyone else hopefully. I purchased warranty with this company only to have my claims denied when company they sent out denied fixing equipment. First incident occurred the first yr. with the company AHS. I submitted claim for bathroom exhaust fan, since I knew I could put multiple claims due to same type of service... I also added my dining room fan and electrical outlet in living room. I paid $100 for service and company was sent. They stated outlet was fine, fixed the fan in dining area and stated bathroom fan exhaust needed a part, they would order it and get back to us for fixing. No call, no contact a week later so I called AHS. They reported back claim was denied because it was no wear and tear, it was caused by us. I asked to speak to manager or supervisor and after going back and fourth was able to get them to change order so it may be fixed as exhaust fan is on ceiling making it impossible for us /me to damage. They sent company out once more again told needed part? This was already known but AHS did not put this on their claim... 3rd time out* I called to inq. on claim and they created a brand new claim and charged me $100 again not sure how but I had to fight to get that money back. They came out and brought wrong part * brought industrial fan rather than residential fan so it took almost one yr. so at the end the could say part was discontinued and I could accept $50 or pay upto $300 for replacement of fan! LOL $300 to have it replace? wow. I took the $50 and we installed. Of course no warranty on it by AHS since we installed. 2nd claim giving them benefit of the doubt to fix my dryer and washing machine that I was still using but was leaking and could not figure out from where. $100 to have the company Accord check appliance. Tech reviewed reported door hinges needed replacement and glass had crack* it was onside but when pointed out could see it. Washing machine I had load when he came to check, was going to start so I asked him if he needed me to remove clothes.. he stated no just start machine so I can check it out. He then called me over and stated he found leak. I asked where he went to rubber that is around the beginning of rim and pulled on top left corner and stated her look it is coming out from here. Sated he would order part and they would contact me. He left* I could no longer continue washing as you could hear water falling inside unit loudly which was not the case before, Before this visit I could not tell water leaking just see water after load on floor. So for a week without washing machine no call or info. I called AHS and again Claim was Denied! they claimed I damaged machine it was not wear and tear... what? I tried to reason with them and inform them of what occurred when teck was there. That it was working before he touched it but could no longer even wash once he left. So they where going to send complaint and get back to me, a few days later nothing called them once more and they had not submitted anything. I told them I wanted to cancel. To please terminate my contract. They apologized, wanted to give me back the $100 I paid for opening that claim if I did not cancel. I told them no, I just wanted contract cancelled. She continued 3-4 more times to convince me but I said No. she then said Ok, and supposedly terminated contract * but told me to call back if I did not get email of termination. Well I did not, Called again. Once more they tried to make it right LOL and give me that $100 and submit request to review what had occurred. I explained that was suppose to have already gone out but never did. I do now want this, I do not want $100 back, I want to cancel my contract. She said she would complete request. She then proceeded to want to charge me for cancelation. > This company does not have us/ you in mind. Company they are sending to you home do not want to fix anything and want to put the blame on us so it is not fixed. AHS is not taking responsibility and agreeing with them and not paying out to have items fixed as they claim it will be fixed or replaced. Not true. I home my experience with AHS gives you an insight to what you will be getting into if you purchase home warranty from them. Do not do so, not worth it, and their employees* Call center do not take notes accurately to make claims and ea. time you call you have to explain your situation and nothing is resolved. You will not be transferred to a supervisor or manager as they claim they are not available to transfer they will offer a call back that will never ever come. I am still trying to get my money that was taken out for the month I had already cancelled with them. I had to go through my bank. Beware of American Home Sheild.

We have a service contract with AHS. Upon contacting them due to our air system needing repair-we were quickly provided with a company name and dispatch information. They quickly took th $100.00 call fee.

We attempted to contact the company but no one returned our call. We contacted AHS and asked if we could be provided with another contractor and they said there was no one else. We asked if they could consider it an emergency as it is 90 degrees and the temperature in the house is increasing and they could not expedite it and instead stated it is normal protocol. Secondly we asked for a manager and for 30 minutes we were told the manager was on another call. This is not good service. Customers determine what is normal/emergent for them not the company who we pay. In addition, managers should always be available to speak with customers when needed.

AHS is a disappointment. The efforts that re put into marketing should be put into customer service.

Service order placed March 14, 2022, for broken fridge not cooling properly.

No contact from the service provider "smart environment" always received voicemails.

AHS finally contacted "Smart environment," said they would phone me and they did only to say that it would take 2 days before coming out and that was because they received a cancellation.

I asked if we could find a local service rep to service the fridge sooner and Maya the rep said, "Yes, and when you find them contact us back with information so we can change over the service provider."

I called to check on the status, only to have Joshua tell me that the original service contract was not canceled and the reps would be out on March 18 between 1-2 pm.

On another follow-up, March 17 spoke with Cara only to say the service contract is canceled and no one will be coming out and I have to start over if she can't reinstate the old service contract.

We are losing food every day and with this inflation, you know this is very expensive. I only want the service for which I pay. NO one is doing their job and they are very disrespectful liars and incompetent. I get we are outsourcing but we need competent people to do their jobs. Please call me at [protected] or email me at [protected]@gmail.com.