American Home Shield [AHS]
Reviews and Complaints

Literally use any company but this one. Once in a great while, if you have a non - emergency appliance break and they cover it, sure, you'll justify the absolutely deplorable customer service and spending half of your life on the phone or online chat with these completely incompetent human beings. Other than that - you will rip your hair out wondering why you give this company A CENT of your money.

It's 26 degrees in Parker, Colorado. I have been without heat since yesterday morning at 2AM. I filed a service request with AHS and was told it was "expedited" and to wait four hours and if they couldn't get a vendor out by then, I would get outside approval. I don't know if no one there knows how to do math, but it's been 30 hours - our home is 50 degrees, I am pregnant and we have no heat. I just called them again and was told "wait 4 more hours". No joke, I can't even make this idiocy up! I am about to get an outside vendor, eat the cost, file a BBB complaint, FTC complaint and take them to small claims court.

Just trust me - you do NOT want to go this route. Save yourself the headache!

I have been with AHS for over 7 years. I absolutely hate the Tur money monthly, but when you file a claim, its "HELL" to deal with them! they send companies to your home, and do not care what services these contractors provide to their customer! I am still waiting for the check for my water heater. I'm a gold member and the contractor they send for my water heater is charging mean additional 540.00 plus the 100 $ for them to come and tell you they cannot fix it, and the $540 is my out-of-pocket cost, to replace the water heater. I read the contract, there is nowhere in the contract that we have to pay additional out of pocket cost! My plan started out as little as $45. a month, to 55. to $72.00 a month! IM PAYING THIS COMPANY FOR ONLY HEADACHES, NOT PIECE OF MIND!IM SHOPPING FOR NEW INSURANCE AND BELIEVE ME I WILL CANCEL THEM IN A HARD BEAT! AND EVERYTIME YOU CALL, YOU SPEAK TO THE SAME PERSON, WITH DIFFERENT NAMES! THEY ARE LIARS! a water heater drip pan cost for a 20gallon cost 412.00, THE CONSTRUCTION COMPANY IS CHARGINGME $75.00.

It is very interesting that you would ask how’ d we do when you have done nothing on the last 2 repair requests.

The 1st one our air conditioner you replaced you replaced in 2021 failed it took 7 days during the worst heat wave in recent history for a technician to come out and tell me he need parts, and it could be seven to 10 more days to get them. He showed me pictures of what he found. A dusting of mold on the the inside of the air box, a ruptured coil (he and 2 other AC companies said this was a chronic problem with Lenex units). YOU twisted it into mold attack ruptured the coil and burnt up the fan motor, making it my fault and my expense. According to N.A.C.E. (National Association of Corrosion Engineers), DOES NOT corrode Aluminum, so it was a faulty system you sold me, the motor failed due to the leak causing a freeze up because of the leak, but when it burnt up it was a catastrophic failures of the motor windings that literally melted the wiring and associated plugs, this should have tripped the beakers on the unit, but did not, so your contractor did not wire it correctly (I have 35 years of electrical experience with a major Petrochemical company repairing electrical failures), this could have cause a fire. So, with all this information along with my wife and dogs suffering from the heat I purchased a new unit costing $14,000, your company had no since of urgency, your company was dragging out every decision and you company was trying anything to put the onus on me. When you chose the unit and installed it.

2nd during the same time frame my wash machine that you replaced with you brand around 2020 – 2021 to the best of my recollection, has the water flow sensor fail, the AE tech comes out said he ordered parts and he would be back in 2 weeks to fix it, then the appointment was canceled because the part were on back order, 2 weeks later now they can’t get them. When you order parts if you talk to the distributor, they will tell you if they have or they can’t get them, it does not take a month to find out!

I have talked to 6 of you people on the phone and told anything to get me off the phone all telling me over the 2 weeks that it would 1 to 2 business, I’ll call you back later today, then I ask to get a supervisor to call me who did not even look at the notes before trying to push me off. So how’d we do? I’ve paid you $2,225.11 over the last year, you have cost me Thousand more to and still you have not fixed anything, but you still take my money.

AHS only uses one vendor in my area Island Breeze (terrible customer service) and they have rescheduled my Heating Tune up 3 times. Now that we are past the initial tune up time schedule for AHS I can not get one done and they (AHS) claims they can't transfer to another vendor because the Tune up time period ended in November. Mind you I started this process in October and Island Breeze has had to reschedule due to they're issues not mind. We pay so much money for terrible service from AHS no sympathetic ear at all. I tried to transfer to another vendor after Island Breeze rescheduled the second time and AHS claim they could not do it then even before the Heating Tune up timeframe was still an option. Just terrible all around customer service. And forget asking to speak to a manager or supervisor with AHS they are worse!

My name is nataliya coulter. I signed a service plan agreement with ahs this past august. On october 2, 2023, i called in a service request for my refridgerator/freezer, as the internal temperature inside both was fluctuating up and down on a random basis. Our ice was melting in our ice maker. Ahs sent out a contractor with a local company. The technician they sent out seemed nice but lost. In fact, he was so lost and so apathetic about his job, that he visited our home 5 or 6 times over a six-week period and did virtually no diagnosing of what was causing the problem. Over six visits, he spent a total of about 1/2 hour in our home and did nothing, except replace a refridgerator sensor and our ice maker--neither of which has anything to do with temperature fluctuations.

After several complaints to ahs, they finally agreed to send a different company out to diagnose the problem. The second technician made an effort to fix the problem and spent about 3 hours at our home over two visits, but ultimately he left our home stating that he really had no idea what was causing the problem, despite replacing a freezer thermostat and control board. Yet, when we notified his company that the problem was not resolved, he told ahs that there was nothing wrong because he could not find the source of the problem. Absurd. Simply because he coud not find the source of the problem does not mean that the problem does not exist. On the contrary. He knew darn well that he never fixed the problem. He simply gave up. Ahs then sent out the original company again for visit number 9 during week 10 of this nightmare. The third service technician replaced the sensor in the freezer, but, again, after 24 hours it became clear that the problem remained. We spoke with one supervisor and ahs and numerous customer service representative with ahs, and they never acknowledge the problem and never agreed that we should receive a new appliance, even though it had been 10 weeks of failed attempts to fix our fridge. Ahs is scamming us. They will do and say anytihng not to pay a legitimate claim. They simply want to keep us on this merry-go-around of one unsuccessful service call after another. No more. By every reasonable measure. Ahs and their contractors have had ample time and opportunity to fix the problem. We refused any additional visits--a total waste of time.

Now, we will buy our own fridge/freezer, file complaints with the proper authorities in arizona, and take ahs to arbitration. This is the second contract in a row in which ahs has violated the contract/plan agreement. They have shown themselves not to be a reputable company. My husband and i are very disgusted with them and their horrible customer service.

They have lied about using our personal ladder and going up into our attic and diagnosing a problem with our AC blower motor. AHS is evading having to use a repair company who will make the repairs without us having to install an attic extension ladder. On 11/21/2023 around 9AM , All American Services of GA was at our residence and used our ladder to diagnose the AC problem at our residence. However, they have advised AHS that they can not diagnose the problem because they can not replace the blower without an attic extension ladder being installed in our home. (This would

cost approximately $800). In addition, All American Services of GA told us when they were on site that the parts for the blower were no longer in stock and a new unit would have to be installed. After All American Services of GA left our residence they reported to AHS that they could not diagnose the problem because they don't have access to the blower because there is no attic\ extension ladder

NOTE: We have already done our due diligence and gotten a response from other repair companies to include a company down the street from us that advised the part is in stock and could have been here in three days. WE HAVE BEEN WITHOUT HEAT FOR over 3 WEEKS

My water heater busted in my attic so I did everything in my power to stop water from collapsing so I disconnected it and moved it to the side to dry everything out. I called American Homeshield to get a technician out so I can get a replacement. The technician came out took pictures of it disconnected and my claim was rejected. I got ahs to get me a 2nd opinion which they did but Will not accept it or even look at it to see that this water heater is defective from regular use as it was installed in 2007. I saved ahs quite a bit of money by disconnedting it and now I will have to replace it on my dime. What a crock.

Poor service. Have been dealing with a plumbing problem since the beginning Nov. This is the second company you sent out. The plumbing problem is easy, its the service from the plumbing company that's a problem. Had to tell my company that was coming for the Holiday that they could not stay here because my bathroom sink, and kitchen n faucet needed to be fixed. I have been pretty patient with all of this, but that is wearing thin. My contact phone numbers are 386405.-2465 or [protected]. email is [protected]@yahoo.com . Th plumbing company's name is home choice services. My name is Francs Vouvakis. I am very disappointed in your service. Your response as soon as you can will be appreciated/ Thank you!

Repair ticket was opened in AUGUST and it's still not fixed. The repair company have been out to my house 7 times. I complained to AHS and now the repair company CLOSED THE TICKET (while item is still broken!) and started a new one.

I've been told by 2 repairman with AZA Appliance that they've been unable to find replacement parts as the cooktop is now obsolete. They didn't leave yellow sheets at the visits but I have video camera footage of the repairman coming out. They just keep coming out over and over replacing the same parts and it's still not working. It seems that the repair company is either lying to AHS about the true status of this repair item or both companies are committing fraud. But after complaining to AHS 2 weeks ago, AHS has done nothing to resolve the issue. I will be filing a complaint against both the repair company and AHS if this issue isn't resolved before Dec 15, 2023. It clearly states in the contract that the item will be replaced if parts are obsolete. I expect either a replacement or cash equivalent to replace the cooktop.

I found a claim on Nov.13,2023 for leaking facet and knobs. I was schedule for service on Nov 16th and once the repairman made it to my mother's house and went into the bathroom to see the issue, he told my brother that he wasn't going to touch it because whoever did it back in June should have done the job right. I spoke with AHS on several occasions about the issue and they claim they are trying to reach out to the contractor about the issue. my mother has been with AHS over 20 years and the service they are providing is unacceptable to me or anyone who has invested money in AHS home warranties. They have no problem with taking taking your monthly payments or deductible for work that needs to be performed. I've been trying to get issue resolved since Nov.21st and here it is Nov.30th. I've been getting the runaround ever since. All I'm asking for the problem to resolved.

Name is confusing, isn’t it? But that’s not the only thing…

I have been with the Shield for more than 2 years, used the service multiple times and I have some serious comments/information for those who want to know.

For all your in-home repairs, the company pulls from their pool of contractors and assigns them to you. You have no choice in the matter. Their selection is based on those firms who have plenty of availability. Who has plenty open slots? Those companies with a low number of appointments. Why do they have few commitments? Because they are not that good, not that professional… and that is the service you end up with - companies with low review ratings.

Repair parts are ordered through the AHS system. The parts will be same (or lesser) quality. There is never an upgrade in this process. Especially true for HVAC parts. If you think AHS will replace your entire system, forget it! They will only replace the part that is broken. The parts are ordered and the wait will start…with you in the heat (or in the cold) in the meantime.

I just canceled my contract since I could not see the value of it. Since you cannot cancel your contract online you need to call the customer service phone number. This painstaking action took 45 minutes. First you talk to the first line of customer service agent (billing) where the agent will try to keep you as a customer by promising you one month a free service. When not agreeing, the call is transferred to member resolution where you are confronted with same questions and speels. Here I would get two months of free service - go figure. When I finally could get to a cancellation agreement, I was immediately charged a $9.45 cancellation fee. That fee is nowhere mentioned in the contract. Should I sue for that? Of course not. I am just relieved that from now on I will avoid the useless recurring monthly fees.

AHS is out the Backdoor…

I have had AHS for over 1 yr and convinced my neighbor to switch from Prime to AHS and she did.

Her Contract# [protected].

She called to schedule a A/C Check and was told "we can't locate a service at your location, you find one, schedule and we will give you a $100 Credit."

This is not why we signed up for AHS. The job to find a service provider is AHS not us.

When I called AHS to complain and find out why, etc., I got the same excuse. AGAIN, this is not why we signed up for AHS.

I want someone to check into this issue and get it resolved asap.

I am very unhappy and angry that I convinced a friend to cancel her service with Prime and go over to AHS.

Also, please advise why my friend, with the same contract, is paying a lot less and was given a monthly credit of $12.50.

I do not have this credit AND I ALSO DID NOT GET THE $25.00 Referral Refund.

My Acct# is [protected]

Thank you.

Maria Miranda Smith

I am asking for AHS to replace my microwave. It has been nearly a month waiting to get my microwave repaired. The technician even stated it was sparking. I do not and I repeat DO NOT WANT MY HOUSE TO BURN DOWN! All because Sears can't do right by the repairs. I have waited weeks for them and when they did send the parts, they were old and damage. Now I am waiting on them to resend a new order. This is not customer satisfaction! I have been mistreated and I even paid $125 for service fee. Hell, a microwave is cheaper than that! Why am I been mistreated? I AM ASKING AMERICAN HOME SHIELD TO SEND ME A CASH OUT OFFER (REPLACE) this microwave before it burns my house down. Where is the corporate responsibility (CR) in AHS? I served 22 years in the US Army, and this is the treatment I get. Do right and replace this microwave before one of my family member get seriously hurt! The technician stated the microwave is sparking and the parts SEARS sent is refurbished and old and will not go inside my home. I willl not allow old parts to burn my house down. REPLACE IT PLEASE!

Hello,
Today's date: 11/14/2023
Outside authorization was granted for us to get our automatic garage door fixed.
AHS Authorization #: 427RSCI
Invoice#: 6754
Amount: $421.00
Date: 05/18/2023
Not authorized: Invoice #6755
Amount: $70.00
Date: 05/18/2023

Both invoices were submitted by us to AHS. In addition the company that performed the service also submitted the same invoices to AHS. An AHS representative spoke to the service company to confirm amount(s) and invoice numbers as well as receipt of payment from us.

Several calls by us have been placed to AHS to inquire as to our $421.00 reimbursement, my records state over 9 calls. AHS representatives have been giving us the "run-around" so to speak. We have been asked to re-submit said invoices, asked to call back at later dates, re-send confirmation e-mails as well as all correspondence. All of which we have done.

I have been told 3 separate times that the reimbursement check has been cut and will be sent in the mail.
It has now been 6 months with still no reimbursement. In my opinion this is very unprofessional.
AHS is a very difficult company to deal with and I would not recomment them to anyone.

American Home Shield (AHS) supplied a contract they were not willing to uphold. Charged me a premium of $35 above regular price with notes attached regarding "customer wants three additional pool equipment warrantied" . This was a transfer from their sister company One Guard. Told One Guard would not transfer if my three specific pool pumps were not covered (Pool, cleaning, negative edge) as they were covered with them. They (One Guard) got back with me and stated they would cover with a premium. So for the past six months been paying $128.99 on a contract with intention of those pumps being covered. Tried to file a claim on cleaning pump AHS stated not covered. 10 hours of phone calls later and various departments they stated that although the notes are there with the contract, those pumps are excluded.

When asked why I would pay a premium for items not covered they stated other things were covered. Which are pool & spa items I do not have. This contract from them should of never been offered if they intended not to cover. I asked for the past money back (premium) they said no. I asked for the contract to be changed to reflect only the one pump that I have that they do cover they said no. So I have been paying additional monies for equipment that would never be covered. This contact was arranged under the pretense of those coverages between the two sister companies. I made it very clear I would not go with AHS if those pumps would not be covered as they were with One Guard.

Went back to One Guard they stated they were specific with them when they negotiated the exception. AHS refused to understand that it is unethical and wrong to charge a customer a premium for specific items when they had no intention of covering those items. The additional cost over a year for the three additional pumps is over $600. The contract states that additional coverage includes “Pool and Built in Spa Equipment” which is for the three additional pumps I wanted covered. But they are claiming it does not meet the criteria for coverage. The condition of me transfering to their sister company from One Guard to American Home Warranty was that my existing covered pool equipment still be covered.

They will not give a refund for monies collected with knowledge they would not cover it. Asked for a full refund of all monies paid since contract was not entered in good faith-denied. Asked for an amended contract going forward-denied. Spoke with over 10 people in for departments and got nowhere. They actually asked me why I pay more for equipment they will not cover.

I want the ceo of the company to contact me to understand what is going on with the company.I called on Monday November 5thto have my fuel oil furnace serviced and today is Friday November 10th still no repair so I will have a non functioning furnace all week and more? Im not sure what climate you live in but I relayed this message in each call I made that it is freezing weather in Wisconsin.I was told on Thursday by a customer service rep that the call was escalated when in fact the call on Friday said it was escalated or has it been?

The warranty is paid correct and on Monday the fee was paid correct, I paid on my end for service and your company failed to perform your part of the work.

In my agreement with you it clearly states a company will be contacted within 48 hours it now is over 108 hours and no contractor ? it doesnt say within 48 business hours in my contract as I was informed by one of the cusromer service people. what I noticed with your company you ask for a survey on the poor call center person performing the job but you dont ask about the performance of the call. interesting how you use this tactic to have high regards to your performance. I know if this was your mother or child every one of you at american home shield would get on this,also if you dont want to service these old oil burning furnaces put that in your warranty , I know about 20 contractors in my general area i find it a disgrace you cant reach out to one contractor.I understand if I had something broken not life saving but a furnace is a life or death situation and your company doesnt view it as such very dissapointer i demand a call from the ceo on my disappointment , I have a feeling you will never send this to upper management but this is something that is overlooked and will only hurt your company in the furure weather you care or not is up to you.. my number is [protected] Thank you Terry Pernsteiner I look forward to a phone call.

I am writing to express my extreme dissatisfaction with the recent service provided by American Home Shield regarding the repair of my washer and dryer. The prolonged and frustrating experience I've had is unacceptable and calls into question the value of the services you offer.

I submitted a repair request for my washer and dryer more than three weeks ago. Throughout this ordeal, I have faced the following issues:

Lack of Communication: Axis Appliances, your vendor, failed to maintain open lines of communication. Their only message to us was a brief text stating they were "looking for parts." Shockingly, this message was sent, and more than a week passed without any further updates.

Rude Customer Service: My inquiries about the repair status were met with rudeness and a lack of professionalism from Axis Appliances' customer service. This behavior added to our frustration and inconvenience.

Unreasonable Delays: When I reached out to American Home Shield to express my frustration, I was informed that the company would take a total of 21 days to find the required part. As a family of four, this extended delay has caused significant disruption and stress.

Unfulfilled Promises: Despite promises from American Home Shield's representatives to expedite the resolution, we received no response or action from either American Home Shield or Axis Appliances.

As a real estate agent, I have been a loyal member of American Home Shield for a considerable amount of time and have recommended your services to my clients and associates. However, this experience has severely eroded my trust in your company, and I can no longer endorse your services.

Our time and patience have been stretched to the limit. We pay a substantial amount for their services, and the service we have received is far from acceptable.

We have been without air conditioning since August 26th of this year. We have had several visits from All Zone in Madera California but still nothing. We have called American Home Sheild customer service line so many times we know the number by heart but nothing. We get apologies and canned responses which we also know by heart. We received an email yesterday at 6:33 pm from American Home Shield stating that we would hear from All Zone regarding the part that has been available for them to pick up since October 16 and as of now no phone call from them. We called American Home Shield customer service number again and now we are told to wait until Monday evening. I have no faith that this call will come. We have also tried to call the contractor at number given on the dispatch emails from American Home Shield but no answer. We have asked to speak with an American Home Shield supervisor many times, but we are told they are not available. We have had 3 different dispatch numbers for this same issue because customer service keeps telling us that the contractor is closing the tickets. We are beyond frustrated. Can you help in getting this resolved?

in July the downstairs air conditioning unit stopped cooling. AHS sent out two vendors who were both here for 5 min max stating that someone bent a coil on the outside unit and that's why its not functioning. We never touched the unit in 20 years. I called out Marc Wilmer Air and Heating and they did a leak test and found that 1. the outside coil was NOT bent 2. the condenser in the attic was leaking and needed to be replaced. They replaced it, added freon and the unit is now functioning. I want to be reimbursed for the $1500 AC max on my policy due to the unit malfunctioning and being the cause of the AC not working.

Please respond within 72 hours or I will escalate to the Better Business Bureau and/or small claims court.

Sincerely, Karen Doty

[protected]

AHS had instructed me to call an LG Rep to repair my refrigerator. AHS at the time I was contracted with your company I was told they would not be for anything that still is in warranty with LG. This is not acceptable...Both the compressor and related costs roughly 600$ was charged to me and not to AHS. The extended 5 year warranty I had with ended in 2022. Refrigerator broke down this summer in 2023. Therefor I had no warranty with LG company.

I will drop off my letter request for reimbursement to the local Pompano Office here in Florida , and if it will not be reimbursed I will file a claim in small claims court and then I will ask for much more and include all the time I spent on this and request back payments for lack contract obligations to cover my appliances when they were out of warrantties and including labor charges which also was out of warranty and shoudl be paid by AHS who had my refrigerator under the appliances coverage contract- jamie margulies [protected]- 3400 galt ocean drive fort lauderdale florida 33308

Been dealing with this oven issue since April 2023, it is now November 1923. There was a carbon monoxide recall zline had a company come out and fix it, since then the oven only cooks from the bottom and never cooks. Anything on the top, example 3 hours to cook two chicken breasts I have had multiple companies come out through American home shield explaining they cannot fix the line. Had AAA home services out three times even explained to a representative at American home shield that they do not work on the line. I have been going back-and-forth with American home shield. Their notes are all screwed up. They’re saying it’s a cooktop when it’s the oven they’re saying they send me the escalation. Nobody knows what the heck is going on. We have been with them for years and years probably a good 25 years and have never had such a problem with so many people example, escalation department, Allison, Hazel, Melanie.

I've been with AHS for many years. I had emergency that came up in my main bathroom shower/tub pipe faucet leaking. We tried to stop the leak but was unsuccessful. If you put in a service request, it takes days for someone to come out. This couldn't wait, so, we called someone to come out to fix the problem. The bill was a little over $1400. I called AHS and they said submit the bill by email, they will look it, and I would be reimbursing the amount and subtract the $100 service fee. Well, found out today that Iam not going to get a reimbursement. So, I cancelled my contract. I had problems with AHS in the past not fixing the problem or getting a replacement/new item. I am no longer and never be a client with this company again. This is a scam.