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American Home Shield [AHS]
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1.2 1344 Reviews

American Home Shield [AHS] Complaints Summary

56 Resolved
1284 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 1344

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10:26 pm EDT

American Home Shield [AHS] Overcharging, no service, renewed my 3 policies at higher rate without my permission

On Sept 29, 2020 I purchased three home warranty policies through AHS. One for my primary residence and two for rental properties. My rate was to be $31.99 per month for one year (ending on 10/28/2021) and they were instructed to deduct this amount from my checking account. In June 2021 I filed a claim for one of the rental properties for a faulty AC Unit. It would not turn on. Had a contractor go out per AHS and they did not fix the problem. They never checked the actual unit and so I called AHS (I paid my $100 deductible) and requested a different contractor. They said they could not do that. The initial contractor was supposed to go back and do the work, but that contractor never returned our calls and AHS did nothing to help me with this problem. I was not even going to get my $100 back for service I never received. My tenants ended up hiring someone else to come fix it and it was something entirely different than what the AHS Contractor had mentioned. I called to voice my complaints with AHS, but I got nowhere. I decided I was not going to renew these policies after 10/28/2021. What is the point when you receive no service? I found out later in May 2022 that AHS had auto renewed my policy without sending me any notice regarding this. They were continuing to charge me a new premium amount for all three properties in the amount of $42.99/month. No renewal email was ever sent to me by AHS. One of the accounts they tried to continually charge my AMEX that I had used back in June 2021 to pay my deductible for the service I never received. That card was no longer active and so they cancelled this existing account (again, I did not know they were all 3 still active) and sent the amount owed to a collection agency! I called AHS on multiple days. Each day I was given the run around, transferred to multiple people, having to explain my situation over and over again. Each phone call lasted well over 1 hour to 1.5 hours and I was getting no where. I asked to speak with a supervisor, and they had to call me back in 24-48 hours. They tried to call, but I had no way to answer the calls as I work at a school and cannot answer during the day. I called back the same day they left me two messages but had to go through customer service again (2 times!) explaining everything again and again and again getting nowhere. Finally yesterday I got a hold of someone in Retention by the name of Xander and he along with Marcus Osbey (supervisor) confirmed that I was owed the 8 months of $42.99 on each account due to them renewing my policy without proper 60 days notice. Marcus Osbey said it was due to a company wide outage during that time and that it was not my fault. Unfortunately I received two emails that I would be credited $42.99 for each account, so only for 1 month each. It should be for 8 months each. I am owed $343.92 x 2 = $687.84

I am hoping someone can help me with this because again, I am now again having to argue this situation all over again. Each email I received I cannot email back. I got no number or email to respond to. Please can someone help resolve this situation?

Desired outcome: Credit that was promised to me of $687.84 and removal of collection off of my credit report.

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7:08 pm EDT
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American Home Shield [AHS] AC and refrigerator

American home shield sold me a home warranty and never sent details of the coverage. They told me Mt AC and Refrigerator to completely covered. I called for AC issue and found out they only covered $10 per pound of refrigerant when the repair company said it actually cost $80 per pound and that I have to pay $480 out of pocket, For the refrigerator to said they will replace it if they can't fix it. Guess what after replacing the electronic control board 2 times they refused to replace of fix it again, they told me the refrigerator is no longer covered. I had 7 properties in warranty with them. I called and cancelled all today, Anyone interested in a class action against this company should reach out. They are very deceptive. They hung up on me 3 times when I told them I wanted to cancel. They actually charged me $30 per contract that I cancelled. I am very happy to pay them off. to go and deal with other reputable companies.

Desired outcome: Stay away from American Home Shield. They don't send you your actual contract details. they only send you a summary.

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1:13 pm EDT

American Home Shield [AHS] Warranty service/contractors

We have had AHS for some time now. When placing repair calls, we've have noticed that repairs are barely covered, customer service agents are hard to understand, and supervisors are not available to speak with for 24 or more. Just last month, out AC went out. We waited 2 days just for a call back. They sent out a repairman out two days later, paid $1500 only for the AC to work for about three days. Mind you, we have ceiling fans so, we don't run our unit all day! We phoned AHS again, this time it took almost 2 weeks before two new repairmen were dispatched!

They were here for almost 3 hours complaining on the work of the last repairman. Five days after they made their "repairs" the unit stopped working again on 6/14/2022. I have sons that are asthmatic and the heat triggers attacks! So as you can imagine, we've had ER visits and even had to stay with family/friends because it close to 90 degrees in our home. Please do your research. AHS should be your very LAST choice for home warranty companies. - Las Vegas resident

Desired outcome: I would like a supervisor to contact me. We have been told that our case has been expedited, but we waited almost two weeks with the last request.

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11:30 am EDT
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American Home Shield [AHS] My account

My name is Rex Jackson. cell text only is [protected]. Property address is 823 Rill Dr. Altamonte Springs FL 32714.

Please check your records to see we are a long time member with monthly payment via auto pay.

I am speech disabled and cannot communicate via my cell phone except for text messages.

Our AC has completely died. The whole reason to have a home warranty is to get help when an appliance fails to at least partly offset the replacement cost. no where on your website is there this option

Desired outcome: We would like options to file a claim via email or US mail for a replacement AC

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9:56 pm EDT

American Home Shield [AHS] Lied about reason for denial of service coverage

Our AC froze up. Repair tech said problem was due to prior repair previous tech sent by AHS installed components not to code that caused failure and that he would advise AHS in service report. AHS denied claim saying it was a maintenance issue and therefore not covered. So AHS #1 tech messed up my AC system and when AHS tech#2 called them out on it they stuck me with the bill. Sadly this has happened repeatedly so I cancelled my contract after numerous such issues. Would rather trip my nails our with rusty pliers than ever deal with this company again.

Desired outcome: To warn others to avoid this company.

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6:05 pm EDT
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American Home Shield [AHS] Water Heater

My contract [protected], Pat Carter 220 Sugar Bowl Rd Chuckey, TN [protected]. I filed my original claim on May 25, 2022 for the repair or replacement of my 80 gal electric water heater. It is leaking and running water across my garage floor. I have tried every day since then to get help. The service tech I was assigned to was Stephen's Complete Home Service 500 E Myrtle St Johnson City< TN [protected]. He cancelled the order 4 times as he said it was not in his repair area. AHS kept assigning him to repair it no matter how many times times I told them he would not come out. Now the service reps say the request for an independent service provider request is in process. This is 2 weeks later with out a resolution. I need my water heater replaced was I am now washing my garage floor in hot water! Also, AHS has had my $100.00 service fee for a long time! HELP to get this repair done asap.

Desired outcome: Repair or replace my water heater.

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11:42 am EDT
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American Home Shield [AHS] Air conditioning service

Today (6/14) I called to request service (again) for my air conditioning unit which is not cooling. The contractor called and let me know it will be Friday (6/17) before they can send someone out which is well over the 48 hours. So then I called customer service where the person who answered does not speak english well. I don't understand them so here I am, left in a overly hot house, no response for four days and I am paying $150 a month for a service that does nothing to help.

Frustrated in Oklahoma

Desired outcome: They find a provided who can come and fix permanently the air conditioning unit so I don't have to call for service over and over only to be told they cannot come for 4 days.

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10:38 am EDT
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American Home Shield [AHS] AC Unit

I made a service order on April 23...AHS sent out a contractor who was very indifferent. Anyway the contractor said I needed a new compressor and he would put the order in. Fast forward a week and no contact from any one. I personally contacted the contractor who told me he would get to me when he could. A response that is totally unacceptable. I called AHS to advise of what I was told by the contractor and was told that they would reach out to him. Now lets fast forward another week and I have to call again, and being told again that they would give him a 4 hour window and if not a fictional Escalation department would be contacting me in 24hrs to 48hrs. I waited 3 days no contact. I called again now being told that because a contractor came out I can not switch. Very much unacceptable. Called again now calling at least 3 times a week and AC still not fixed no one ever calls. This morning was told that because my contract is now expired that they will not send anybody out per a customer service rep. Called again spoke to someone else who says thats not true but my work order is being reviewed to switch contractors. Again this has been since 4/23 and its is now 6/14. I have no AC and its 100 degree weather. I have called the Attorney Generals office who told me to contact the Department of Insurance and also advised to go to a magistrate and file a claim. So I am on my way to do all these things. DO NOT GO WITH THIS COMPANY!

Desired outcome: my AC Unit replaced as per my contract when it was active and I placed the service order

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8:28 pm EDT
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American Home Shield [AHS] Bad service from ahs.

We were with AHS for nearly 5 years, having taken over coverage provided by our realtor. 2 months ago our Heating & Air handler failed. A representative from the company used by AHS made a 5 min visit to inspect the unit. His conclusion was very unsatisfactory. Also, his company wanted an inflated price for the gas for the unit, this amounted to price guaging.

After spending hours on the phone with several AHS representatives, one with a crying baby, another with a cockerel in the background. We were advised we were entitled to use a licensed company of our choice and AHS would compensate us.

We are still waiting! We have now terminated our agreement with AHS and taken out cover with a more reputable company.

Desired outcome: To receive the compensation promised.

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7:22 pm EDT

American Home Shield [AHS] a/c unit

On 6/4 I called AHS for a service request that the week prior a contractor came out and fixed, when I was on the phone explaining the issued I also told them that I need it someone to come out as soon as possible since it was over 100 degree hot weather. They put me on hold for the longest time only to tell me that the contractor is closed for the weekend and have to wait til Monday to call them and make an appointment. On Monday morning I call the contractor and they give me an appointment for next day so perfect! later that day the contractor calls me back saying they made a mistake and that their next available appointment was until Friday! I called AHS to request another contractor with a sooner date I explain how hot it is and I have kids at home all day in this weather. I was placed on hold once again for another 20 min or so only to say the same thing that they only had friday available. This company is the WORST ever! the representatives are not helpful and it's extremely hard to understand them! I asked for the supervisor and they transferred me to the escalation department... at this point I had been on the phone with them for about 40 min. I told them I am at work and cannot be on the phone this long and need it assistance right away! When I finally got a so called "supervisor" it was a total waste of time! only repeated to me the same thing the previous representative had said and I told him that I did not request and waited this long for him just to tell me what was previously said. I was so frustrated and got nowhere with this person ...he ended up hanging up on me. I decided to call back and same thing over and over agian explaining everything again and again...i finally said im not explaining anything anymore in need the supervisor now! they had me on hold for 15-20 min only to tell me that they will call me back because i had already talked to them and they cannot transfer me again! I asked for the supervisors name and was told that they are not allowed to give the name out! What company is not allowed to give a supervisor's name? OMG this has been the worst experience ever! If anybody knows how to get a hold of someone who speaks English and hire than this escalating department please let us know! This company is a complete JOKE! they should be sued for the suffering of us the customers! We are throwing away our money with them! If anyone out knows what else we as customers can do to put and end to this company please let us know!

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4:39 pm EDT

American Home Shield [AHS] Home warranty was unable to complete the repair requests I submitted within the year period of the warranty.

I submitted a request to AHS to fix a pipe and kitchen faucet leak on 4/25. I did not get a call back from the plumber after an initial message conversation on 4/25 where the plumber told me to chose a new faucet. I messaged the plumber on again on 4/27, 5/11 and 5/24 to confirm he would be coming to fix my issue. There was no response. On 5/31 I called AHS customer service to ask about getting a different plumber. I was told the field rep would contact the plumber then get back to me in 48 hours. There was no response. Then I received an email with a simple message saying this request cannot be processed. No follow up. I called AHS on 6/8 to find out what the progress was on my requests. The customer service agent was not aware of any of the previous agent's work and we started from the beginning again. They said they would have to verify with their 'escalation' agents that the plumber was not available. I would receive a call back with in 48 hours. No response was received after waiting a week. I did receive calls to renew my contract but no call to fix my outstanding requests. I called AHS on 6/13 to check on progress. they had no new information or notations from my previous calls.

Desired outcome: please refund the $550 warranty cost because AHS was unable to successfully complete its contractual requirements to fix issues covered under the home warranty

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12:45 am EDT
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American Home Shield [AHS] package unit hvac

filed claim contractor got approval for new unit within 24 hrs have been waiting for over 7 weeks. been told 4 times that the unit was being ship lied to 4 times. supervisors won't talk to me and the customer service wont transfer to anyone higher they say that it is ordered but out in their warehouse .my contractor can have it for me in 2 days or i can get it in 3 days from amazon . i even told them to contact the contractor about a substitute that they have in stalk. at the beginning i asked about paying the difference in a higher efficiency system told no. they sent me a newsletter about how to save money on my cooling bill but it didn't say anything about this at the beginning of this we dealt with 45 degree nights but now we are dealing with 95-100 degree days

Desired outcome: send me a new unit as told would be done and a call from a high ranking boss to discuss this screw up [protected]

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12:47 pm EDT
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American Home Shield [AHS] Central unit

I put in a complaint for my central AC unit on at 7:00 a.m. on Monday, 6/6/22. I did not get any kind of confirmation about my claim so I call again at 12:00 that day. I was told a contractor would be coming on Thursday. I let them know that I need someone sooner because I live in Texas and it’s hot! He said he would see what he could do. I call back later that day and they said they are still looking. I eventually call the contractor they had scheduled for me and I was told that American home Shield canceled the work order! Why would they do that if AHS didn’t have many available contractors. I’ve called everyday more than one time a day and they tell me the same thing, my order is on cue, expedieted, Escalated. I even had a rep lie to me that the contractor was coming next Wednesday which was a lie bc I called them afterwards and they said no one had called them and they are booked anyway! It’s been 5 days and AHS does not have enough contractors working for them! They said I could find an outside contractor but I would have to pay them and they would reimburse me! NO! That is not my responsibility. I do not recommend AHS! I requested to speak to a supervisor on Thursday and have to wait 24 hrs for them to return my call! This is unacceptable and I better get some kind of compensation! I had major surgery two weeks ago and had to buy a window unit just to be comfortable in my bedroom!

Desired outcome: Either AHS pay for an outside contractor or reimburse all the money I’ve paid them!

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Update by Karlita3
Jun 10, 2022 1:05 pm EDT

It’s been a week that I’ve been dealing with AHS! They can’t find contractors to come to my house! I’ve called everyday since 7:00 a.m. Monday, 6/6/2022 more than 2 or 3 times a day. I’ve spoken to a supervisor and he said it would get taken care of and call back within 30 mins to an hour. When I call back I speak to a different rep with a heavy accent and they tell me my claim is on cue, expediated, or escalated and they give me authorization to find an outside contractor but he’ll need to call AHS first to give them a diagnosis. I asked if they are going to pay the contractor to come look at my AC because they are not coming for free. They said I needed to pay them and they will reimburse me! Hell no! I’ve paid AHS all these years, use that money to pay the contractor! It’s not the customer’s responsibility to look for a contractor and pay them! AHS is horrible !

Update by Karlita3
Jun 10, 2022 1:16 pm EDT

Ive been dealing with AHS for a week now because they can’t find contractors to fix my central heating and air. They say they’ll call me back and they don’t so I end up calling them and always speak so someone with a heavy accent! I have to explain everything again and they’ll tell me the same thing! They are still looking for a contractor!

Word of advice, do not get American home shield ! It’s not worth it !

Update by Karlita3
Jun 10, 2022 1:28 pm EDT

American home shield has not been able to get a contractor to my house to fix my AC and it’s almost been a week! I had major surgery about two weeks ago and my husband had to purchase a window unit at least only for my bedroom so I can be comfortable. AHS has been giving me the run around. I know now it’s their fault they don’t have contractors because they don’t pay them well. AHS did give me authorization to look for an outside contractor but they would need to call AHS to give them a diagnosis and then work out a payment plan. I asked AHS if they are going to pay for the contractor to come to my house to look at the AC because I don’t think they will come for free. They said for me to pay them and they’ll reimburse me. Hell no!that’s why I’ve been paying them all these years. The customer shouldn’t have to look for a contractor, have the contractor call them, and then pay the contractor for the diagnosis and repair, then AHS will reimburse the customer! Please don’t get AHS! Let everyone know how bad they are !

Update by Karlita3
Jun 10, 2022 1:30 pm EDT

Why didn’t I read the reviews for American Home Shield before purchasing it!

To anyone out their, do your research. Don’t get American Home Shield !

Update by Karlita3
Jun 10, 2022 1:18 pm EDT

Yo anyone thinking of purchasing AMERICAN HOME SHIELD, I ADVISE YOU DON’T!

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1:46 pm EDT

American Home Shield [AHS] Leaking Pipe

I reported a claim to AHS on 5/15/2022 in regards to a pipe leak. I paid my $125.00 service call waited 3 weeks still no plumber assigned to my claim. The pipe ended up bursting causing my house to flood. Again, I called AHS no one speaks English they told me I could pay out of pocket and they would reimburse me. I asked for my service fee to be refunded and I am still waiting on that. I found a plumber to fix the issue that is now over 5k called AHS and they told me today that since I requested my $125.00 the claim has been cancelled and they will not reimburse any charges I pay unless I open a new service request for another $125.00. I asked to speak to a supervisor and they refused. I asked to have a supervisor call me then and was told they don't do that. Worst customer service I have ever experienced in my life. This company is a complete scam !

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Karlita3
Lufkin, US
Jun 10, 2022 12:50 pm EDT
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AHS is the worst! I don’t recommend it at all! I actually spoke to a supervisor and they told me it would get resolved just give him 30 mins to an hour and call back. I called back and it had not been resolved! Also, when I call the representatives are from Asia and I can hardly understand their accent!

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6:45 pm EDT
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American Home Shield [AHS] Shield complete home warranty

When I purchased my home in 2018 it came with a home warranty from American Home Shield. I have since renewed it the past 4 years. When I renewed it I upgraded to the shield complete package that had the most comprehensive coverage. I renewed the contract again 8/21/2021 at the same level shield complete. On 5/30/2022 my A/C unit failed and needed repair/replacement. AHS still hasn't made the decision if they are going to authorize the repair or replacement of the system because it's older and it may be more cost effective to replace the system. On 6/2/2022 I received an email stating that I needed I needed to contact AHS because the repair was approved and there was an out of pocket expense. I called them and they told me I had to pay $840 for freon. I discussed this with the agent on the phone and told him I have the shield complete package and it says unlimited freon is covered not the $10/lb as the two lower plans offer. He put me on hold went to research it and when he came back he agreed I had shield complete and unlimited freon was covered. On 6/6/2022 I called looking for an update and I was told the authorizations department put in a request for a quote to replace the unit due to the amount of the repairs and it would take 24/48 hours for a response. Today 6/8/2022 I called back looking for an update because it has been 24/48 hours. I was told again I had an out of pocket expense of $840 because the authorizations department had denied the refrigerant because the only plan that has unlimited freon is the platinum plan. I had trouble understanding the agent due to her heavy accent so I asked to speak to someone who spoke English a little more fluently. They connected me to the escalations department who again told me I had a $840 out of pocket cost. I tried to get clarification of how the shield complete plan says unlimited freon the same as the platinum plan but my freon is not being covered. I asked to speak to a supervisor and was told they don't have a supervisor present all they can do is put in a ticket to have the supervisor call me in the next 24 hours. I then told her I would like to know what was going on with my repair. Is AHS leaning towards repair or replacement of my unit? I was told that the authorization department authorized the repair of the contactor and the capacitor, and I had a $840 out of pocket expense. Replacing the contactor and the capacitor does not repair my unit to a functional state, the compressor is bad and it needs to be replaced per the contractor that AHS sent out. But getting back to the capacitor and contactor replacing those 2 parts doesn't need any freon because those are electrical parts and you don't remove the freon to replace them. I am still waiting to hear of what decision was made either to repair or replace my unit to a functional capacity.

Desired outcome: I would like for AHS to uphold their end of the service agreement on the plan they sold me

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Karlita3
Lufkin, US
Jun 10, 2022 12:57 pm EDT
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That’s exactly what’s going to happen with me! My unit is also old and every year I have to call AHS because it stops working. AHS will do all they can to replace or fix the part. Two years ago I’m the Freon leaked out and I ended up paying $600 for freon bc they only cover a certain amount. I’m dealing with AHS right now bc they can’t find contractors in my area. I told them I am not going to pay $600 for Freon again if that’s what’s wrong with it. It’s been a week and they still haven’t found a contractor and it’s hot here in Texas! If I could let anyone and everyone know that AHS is horrible to work with! And when I call I always speak to representatives from Asia and I can’t understand them ! I’m so frustrated!

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1:44 pm EDT

American Home Shield [AHS] Rusty faucet caused by inferior contractor

A faucet broke off my wall, it was rusted. It was attached to my laundry tub and caused the tub to pull out from the wall. This then cause the pipes under the laundry tub to crack. My claim was denied The creation of the issue was 2 years ago, I a claim for a water leak above my laundry tub faucet. The plumber they sent did not fix anything, he only tightened a fitting, which he did not do correctly. Further it continued to leak causing the issue of my faucet rusting and causing the current problem. I would have been much better off putting that $80 into a savings account instead of wasting my money on this AHS home warranty. 80 x 12= $960 x 8 years = 7,680

Desired outcome: I would appreciate AHS covering the cost of the repair for my laundry tub, which is $786 I don't have. And Caused by a sub par contractor, not fixing the leak in the first place 2 years ago.

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Karlita3
Lufkin, US
Jun 10, 2022 1:20 pm EDT
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I’m sorry you had to deal with this. I’m dealing with my own issues with AHS. They are the worst. I know I will let as many people I know about the horrible business practice of AHS.

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10:33 am EDT

American Home Shield [AHS] Company knowledge

I have plenty of money in the bank, but AHS is the only company to NOT be able to collect money from my bank credit card. I eventually set up bill pay with my bank, only to discover that the 4 different P.O. Box addresses that were given to me by YOUR agents were all WRONG. I could not believe it! Today (6/8/22) I received a 5th different mailing address (after sending money to the last p.o. box that was given to me-no telling me where my money went).

After explaining to today's agent that I was given a different address on the last 4 calls, she came back to the phone and changed the payment address yet again.

I left AHS a year ago because it took so long for you to correct an error on my account. That's what I get for thinking businesses today are diligent and take the time to train their employees.

So sad!

Gerri Powell

910.840.2463

Desired outcome: That's too funny to answer. Let's just start with---please POST THE CORRECT PAYMENT MAILING ADDRESS to your customer's account page, so that they can set up bill pay through their banks.

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8:01 am EDT
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American Home Shield [AHS] No service provided

Sat June 4 I requested AC service and was assigned a contractor - Crains AC. On Monday I received a call from them saying they were overbooked and could not service for over a week. They canceled my request and told me to call American home shield and be reassigned. I called and was told they called Fruges AC who couldn’t come for another 10 to 14 days and they called Spectrum AC but no one answered so they left a message. I got a notice later Monday that I was reassigned to Crains because they could not provide another service tech. I asked for Supervisor but was told no one was available I personally called spectrum and left a message for them to call and let me know when they could service me but got no answer. Tuesday, June 7 I called American home shield because I never heard from spectrum. I was told spectrum had canceled my request because they couldn’t accommodate it but neither spectrum nor American home shield notified me or reassigned me. I just got off the phone with American home shield and was told they had no one - I reiterate that no one - to be able to service me. They would put in another request to Crains ACI asked for customer service and was told they had no one available. I repeatedly told Customer Service that I’ve had this warranty 9 yrs and pay my premiums each month and now I’m being told they can’t accommodate my service needs. This is unacceptable! I need AHS to contact me immediately to rectify this issue.

Kit Viator

#[protected]

Lafayette LA 70503

Desired outcome: Service provided ASAP

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9:36 pm EDT
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American Home Shield [AHS] Outside contractor payment

I contacted AHS regarding my AC which was making a loud noise and not working. The first contractor was not available in my area. The second contractor never returned my 5 calls and text. The third contractor stated they were two weeks behind. I would have to wait even longer in this unbearable heat. I chatted with an agent to see if I could find someone to fix it would AHS cover the charges. I was told to my understanding that they would. I moved forward and got someone to fix the unit. I am being denied reimbursement of the invoice. In Louisiana in June the heat is unbearable for a couple of days but having to wait two more weeks, I just couldn't wait that long to have it fix. I would like AHS to cover this invoice due to the fact I had to go through more than one contractor and by doing that I had to wait and then adding more time because the contractor was so backed up. Should me and my family have to suffer in 90 degree and above heat when I could get someone out to fix the issue the next day.

Desired outcome: l would like my invoice covered by AHS.

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4:34 pm EDT

American Home Shield [AHS] Customer service and contractor brick street plumbing

To Whom it may concern,

I have no choice but to come here today to file a claim about your customer service and the respective Contractor in this case. We noticed a water leak on the kitchen ceiling poring down through the skylights. We contacted your customer service and ended up with a representative who was working from home. Since she thought it was not a service that she had to speed up because electricity and water was not an urgent case. I had asked her to speak to her manager and she refused and she told me there is no one around. Well that's because she was working from home. Same thing happened with another representative who worked from home. They had no phone number to anyone at the office. Shortly after the plumber left the water started leaking again and we took a video.

Active

Request # Initiated Last Updated Item Status

[protected] 06/05/22 06/06/22 Pipe Leaks And what is with this message? Status: Unable to reach you - please contact contractor.

Request # Initiated

06/01/22? Missing?

[protected] 05/23/22 05/24/22 Pipe Leaks Appointment set

Closed. Who closed it?

Request # Initiated Completed Item Status

[protected] 05/12/22 05/19/22 Pipe Leaks

My Property

3373 Eagle Ridge Dr, 22191

Plan:

ShieldGold

#[protected]

Expires 01/31/23

I need an anser to this confusing mess.

Summary:

1. Several service requests including a recall were canceled by AHS customer service without notifying me the customer who was waiting for the Contractor. Also, the representative was unable to forward my request to speak to a manager because she was working from home.

2. The entire service request on June 1 with the AHS representative is not visible to me at all? Why? Who ordered the cancelation of the recall without notifying me? The representative said he would escalate this recall and inform a manager? I had asked the representative not to send this contractor again because they do not respond and don't fix anything which was a waste of time and money. He said company policy requires him to call the same Contractor back since this was a recall.

3. Today's call was a waste because again this representative was unable to forward my request to speak to a manager because she was working from home. This representative told me that she has not phone numbers whatsoever of the office, managers, HQ etc. I thought that was very careless of AHS to have people employed, working from home who have not contact to the office in case they needed support from the office.

That truly does not speak for the Company AHS.

4. Two individual plumbers came out without tools, left with a puzzled face, didn't fix anything, cut holes in the kitchen ceiling and left us standing there with open mouths.

5. My today's call to AHS where I was informed that the Contractor canceled the recall and now I have this message? Status: Unable to reach you - please contact contractor. They are not reachable, and the boss does not return my calls.

Although we talked back and forth with the second plumber who was hesitant to do anything because of the insurance which were you AHS. I suggested to call his boss Robert who is the owner of the Plumbing company. His boss told him over the phone and my husband, and I heard him on loudspeaker, that he should cut into the ceiling and check. We need this case resolved and I appreciate your reply as soon as possible. Thank you.

Marina & Lewis Spivey

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Update by Marina Spivey
Jun 06, 2022 4:44 pm EDT

AHS employs representatives who work at home and do not have information on how to escalate a case to a manager. This is unprofessional on AHS side. I still pay my dues to AHS whether their staff works from home or not. When I call I need answers and service to my expectations. My comments are that AHS needs to hire qualified contractors. I had several to the house who were totally unprofessional to include the last ones. Customer service needs to be instructed that they can't close complaints without notifying the customer. AHS should post a listing of contractors online so customers can pick their own contractors in AHS network. My case is pending and I hope it will be solved.

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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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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.

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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.

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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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