American Home Shield [AHS]
reviews and complaints

AHS has outsourced its customer service to the Philippines. "Red", obviously a fake name, had such a thick accent I could not understand half of what HR said! And I have traveled there on business several times. AHS can pay peanuts for the customer service this way yet raise prices on us. How money grubbing! I won't be renewing my service with them.

Re: contract number [protected]

San Ramon - CA

-On 9/6/2022 - MS service came to check on my central A/C. They said the compressor needed to be changed

-On 9/14/2022. I called AHS to follow up with the repair . The AHS rep told me that I had to pay out of pocket $1,666.00 to have refrigerant refilled after compressor is changed . If I do not want that option , I can get a cash payout option of about $230 and I can have the repair taken care of by myself . I agree with the cash out payment . The rep said check will be mailed to my home address .

- on 9/19/2022. I called AHS . The rep said form had not been submitted for cash out payment yet- they said someone from cash out payment will call me within 48 hours . No one calls me as promised

-on 9/28/2022. I called again and rep told me that check was mailed to wrong address . They will cut another check and will send it to correct address

- on 10/7/2022. I called again . They said no cash out check had been mailed because they still waited for MS technician to confirm that no work had been done on central A/C they said someone from escalation center will call me . No one ever called

They said they cannot contact MS to confirm that no work was done either . I tried to call MS but there is only the answering machine .

I want to have this issue resolved and a cash out check sent to me as soon as possible

so I can have the central a/c fixed asap

I am so disappointed with the lousy and unreliable service from AHS considering the fact that I have been a customer for over 10 years .

Thank you

Anh P

American Home Shield dispatched a company with terrible customer reviews and complaints of unethical practices to my home to repair my dishwasher. DNG APPLIANCE SERVICES LLC was dispatched to my home on 10.05. The technician, Leigh told me that pump was in good condition and the filter was also working correctly. He mentioned that the hose needed to be replaced because it was old. He said he would order the part and be back in a week to replace the hose. He said the part is covered by my warranty. Exactly 24 hours later, American Home Shield denied my claim because they said the unit needed a new part due to abnormal wear and tear and customer neglect. Which is 100% not true. The customer service department that is not stationed in the U.S. kept repeating my warranty to me and said that I damaged the dishwasher and they would not repair it. I demanded a second opinion and mentioned that they sent a known terrible vendor - with multiple complaints to my home. The rep refused to transfer me to a person in the states. The rep also refused to escalate my call. I ended up hanging up out of frustration. I called DNG and asked them why they told me I only needed a hose and they said you do only need a new hose - American Home Shield denied your claim because the part is $150 and they don’t want to pay for it. Now I have to wait another week for a virtual call with another vendor to diagnose the reason for the dishwasher not draining. I’m so annoyed. I feel lied to by both companies.

Original request for service was June 10, 2022. Technician from Sandhills Plumbing came out and made a temporary fix to the water heater but said he needed to order the part to fix the problem. Eight weeks went by and nothing. I called Sandhills plumbing and they said they were sent the wrong part and had to reorder the part and would call me when the part comes in, probably would take 2 weeks. Again, 30 days go by and not call. I called Sandhills plumbing and they said the part is in and they would come out on Sept 20th between 9 and 11. They never showed for the appointment nor did they call. I called them again and rescheduled for October 4th between 3-5. Again noone showed and no one called. On the 5th of October I called the plumber and they said tgehy won't come out to fix it because they won't get paid from AHS. Meanwhile I have a temporary fix on my water heater that may catch fire and can't get any satisfaction from AHS. When I called the AHS call center the AHS service representative said he couldn't help me. I asked to speak to the escalation center and was told he couldn't transfer me because the escalation center was too busy. This is unacceptable. Worse service I have ever received from and company.

My name is Alina Hawkins and my address for the account is 208 Bethune Drive, Williamsburg, VA. I have been a loyal customer for over 6 years, never missed a payment. I moved to a new residence back in August, at the end of August I called American Home Shield to cancel my home warranty. This is my second time my request is not honored by your representatives, and in the end the customer has to pay for your employees' mistakes. However, the first time I called to add the appliances to my account, and I was assured by the lady on the phone that for an extra fee each month she was going to go head and add my request to my account, after a while, I looked to see if my request was honored, and it was not. I had to call one more time to ask for the same request again. What if any of my appliances will needed service in this window frame, when I had no coverage? I let that go, never complained. Now years later I am facing the same situation, I called back in August to cancel my account, and I was assured that my account will be canceled for a fee. I checked yesterday to see if my account has been cancelled and was not. And the shocking part is that I am still being charged. I called yesterday and the lady on the phone instead to resolve my issue started to be very rude, she was asking me what type of card I am using, she never let me talk, I had to ask her to let me talk. She told me that she is going to cancel my account yesterday October the 4th, and I was going to be charged until October the 4th and my total payment for leaving this company would be around 143$, In my account is showing right now over 200$. I was going to come back next year to American Home Shield, but this is not the right way to take money from the customers. She may not even cancel my account yesterday. Who knows. I am just disappointed to even give this company a try. I will never recommend this company again. Many of my friends asked me what company to choose, and I always recommended American Home Shield, but never again.

I filed a claim with American Home Shield on 23 September 2022. Did not hear back from AHS or the contracted service company in regards to my air conditioning unit. On 24 September, we contacted the contracted company to verify the appointment, they claimed they attempted to contact us on the 23 and 24th of Sept, my Wife and I both verified we had no missed calls from either AHS or the contracted company. On 24 Sep, I was informed that the company would be out on the afternoon of 27 Sep to check the system. I contacted the contracted company on 26th to see if they had a scheduled opening on that afternoon and was informed that they did not, and was then informed I was a stand-by for the 27th. I then was forced to contact and outside company to schedule an appointment and made the decision at that time to replace the unit. AHS has refused to cover any portion of the cost of the new unit due to them not verifying to see what was wrong with the previous unit, but also refuses to acknowledge that due to impending Hurricane Ian, that no company in their network would have looked at the system until the week of Oct 3rd at the earliest.

17 July 2022 I asked for service. Their contractor came out 22 July 2022 and looked at fans and said he would have the fans in 2 - 3 weeks. I called after 2 weeks. I received no response. I called and texted 18 time after with no response. I called AHS 6 aug 2022 to 4 Oct 2022 - 18 calls, numerous escalations, numerous updates to field team, they called contractor numerous times - no results - zero, nothing, no fans, no help, no explanation, numerous apologies , no service, just getting my monthly service agreement payment - one way street.

I put a service request in on 08/23/2022. You assigned a contractor a few weeks later who did not return multiple calls or an email. My wife called at somepoint the week of Sept 26th and was told it would be escalated to contract relations and we would get a call in 24 to 48 hours. Still have not heard a word. I called back tonight a month and a half after the request and was told again by your Indian outsource person that it would be escalated to the same group and I should get a call in 24 to 48 hours. When I asked for a number I could call if we don't hear back, I was told there is no phone number and no one else I an talk to other then her. I had someone do a temporary fix, so we don't get water running into the house when it rains while we wait for you to send someone to do the permanent fix. I can get a quote from the roofing company who did the temporary fix, they are a national large roofing organization. My cell is [protected] Ken and my wife's cell is [protected] (Cherie)

Our high end Kitchenaid Refrigerator/Freezer stopped working on September 15th. I immediately filed a claim with American Home Shield and was informed via text and email that a contractor would be assigned and in contact with me within 24 hours. That did not happen. I called the contractor on the second day and was told he would call on Monday. Didn't happen. I called him again and he said he could be out later that day. When he arrived, he inspected the refrigerator and declared that the electronic circuit board was shorted and replacement parts for this model are no longer available. He said he would submit his report to AHS. I waited another 4 days and when I had heard nothing, I called the number AHS has on their website. Then starts a series of almost daily phone calls, each time being told their system did not show that the contractor had filed his report. Finally on September 30th I received an email from AHS that the contractor's estimate had been approved and to recontact the contractor. I did so and he told me that he had recommended replacing the refrigerator because the fried boards were unavailable. So, I called AHS again on 9/30 and was told again that the approval was not in the system. Later that same day, I received a notice that a different company was coming out. On October 1st, I recalled and was lucky enough to get the same person again and asked her why another company was coming out and that I did not need another company to tell me again that the refrigerator was unrepairable. So, she cancelled the other company.

Today, October 3rd, I recalled the service center again and was told the contractor's report says they did not do these repairs and that’s why the second company was coming out, but because I had cancelled the second company, I would have to do a NEW work order and pay for another call out. (Later, I recalled the original contractor who confirmed to me that he had recommended replacement of the refrigerator.)

The agent I was speaking with would not connect me with her supervisor or provide me with a phone number for the management office.

Lesley Barnes

Attachments

11:44 AM (33 minutes ago)

to customercare, jkwiatkowska

Good morning,

I am emailing because I have been calling and working with AHS about a work order for a clogged drawing for A MONTH, no resolution. I have called for the last couple of weeks asking to speak with a manager, I have gotten NOWHERE, this is unacceptable. I received a notification that the 2nd opinion (All American Plumbing) was approved a few fridays ago (the original plumber was at my house 5 minutes and said the clog was very deep and needed another machine, Sandhills Plumbing). Monday morning, I called the plumber but they let me know that they had to get the approval from AHS although I have a screenshot of the approval, so then I called AHS and they said someone somehow closed out the order and the representative said this was done by mistake and was your fault, he ensured someone would reach out to me once corrected. After I didn't hear back from anyone from your company, I haved called numerous times and keep getting told that it has been escalated for correction and someone would be in touch with me. It has now been over 2 weeks, I cannot use my kitchen sink at all! I have attached the approval I received back on 9/9/22 when the 2nd company came out and it's almost a month later and still nothing. We pay for this service monthly and expect better service than this.Could someone please contact me within the next 24 hours, I have not CC'd the better business bureau as of yet.

Also, ironically I attempted to log in my AHS account today and am unable to, I am receiving a message saying "Error loading Page".

I hope you understand my frustration and get this rectified ASAP.

Lesley Barnes

172 Holly Oak Circle

Bunnlevel, NC 28323

[protected]

Filed 3 complaints over last 3 years. Every time they came out they said the duct work was bad and that’s why the unit wouldn’t work. Heat or air. So July we spent $1800 and replaced all the duct work. Then filed a

Claim because it still wasn’t working right. The company came and looked at it and said yes both units needed to be replaced. That I needed to file a claim for the heater so that they could turn in the diagnosis and have it repaired. We tried to get the company to open a claim for two months and they refused until my contract was expired. And now are telling me that I need to renew my contract for this to happen. The vendor has emails where they message them privately and told them what they needed to do and they were ignored. I have argue back-and-forth with them for months and they keep telling me that The only notes in the system are me calling to check on the status of my claim. They did it on purpose! The vendor has seen it before. So now I am fighting to get what’s right

I don't remember when I first requested service as it no longer shows up on my account.

We have an induction cooktop. I listed the model # on the service request but the first company they sent out did not work on induction. Got a call from another company that they also do not work on induction but also not in our service area. Had to call AHS and finally get another company. Contacted them on Aug 8. Got an appt on Aug 9. A part needed to be ordered. Apparently there was several emails back and forth to figure out the right part to order so the part was not ordered until Aug 19. It was said to be delivered on Sept 2. Sept 20 I contact the contractor. They called AHS and didn't get much of an answer and was to hear back from a supervisor 2 days later. They heard back from supervisor with still no information. I was given the purchasing phone # and dispatch # to call and check on it myself Sept 26. I call and was told they are putting in a request for replacement of cooktop and I should hear in 48 hours via phone or email. Nothing! I call back on Sept 28 and told they are emailing contractor and should hear in 48 hours. Text contractor and they say it doesn't work that way nor have they received email. Call AHS back. This person says it was escalated to supervisor and they had 72 hours to respond and that she would send in another request so I should hear by Friday. Called again Sept 30. It has been escalated but no response. He keeps telling me he understands my inconvenience. HA! He also can only put in a request for a supervisor to call me. He has no capabilities to transfer me anywhere. Fine! But I want to talk to them TODAY! He had first told me to call back Monday. OH YEAH, I WILL BE CALLING BACK MONDAY.

We recently moved into our house in Mission Viejo. We purchased the home with the Home Warranty included. After we moved in, the A/C stopped working. American Home Shield technicians came and decided that they are not going to fix it as they say it's a pre-existing condition. So, we're going to 2 weeks now without any A/C. My wife has asthma and my 82 year old mon is suffering as well without the A/C.

I initiated a stove repair on 08/03/22 repairman came out said he needs (2) parts and he'll order them, he should be back in a week. I said no problem. In my best Sponge Bob Square Pants Narrator voice "2mths layy-terrr". Still no repaired stove. I contacted AHS. directly 4-5times only to be told "We can't cancel your repair request until we hear from Sears". I contacted Sears directly and was told "Yes, we have the 1 part ordered no problem, the 2nd part ordered we cannot find anywhere AND we let AHS know this 09/08/22 so they can make other arrangements for you". I call AHS today 09/27/22 only to be told to call back 09/28/22 so the "Decision Dept" can advise what to do". SMH

I first called ahs on 8-30-22..my 14 yr old GE refrigerator freezer stopped freezing..they sent sears out to fix it...sears came out...the man ordered 2 parts it took a week and a half to get it fixed ...it worked 4 or 5 days...I had to call ahs back ...they sent sears back out on the 12th of October and ordered 3 more parts 2 parts took a week and a half to get delivered the other part I was not even aware they ordered...I have called sears over and over...they won't answer and the one time they did answer they told me they can't even find the part and didn't even know if they can get it...I have called ahs at least 20 times...they will do nothing to help...

I Am DIABETIC and I take CHEMO

I have had to by my meds out of my own pocket twice because they have ruined..I can't keep them cold enough...and insurance has paid twice...

Ahs has said they would do an emergency pay out because of the meds...but then they don't...they lie...

They are still not doing anything...ahs or sears...I have had to throw away all food and the last of my meds again...

I spent 4 hours on the phone today. And nothing...

I don't know what to do ...

And like I said it's 14 yrs old...

Help..

I had an American Home Shield warranty for over 6 years. My hot water tank started leaking badly and I called the company, as the hot water tank was on the warranty. They would take care of it and even gave me the name and phone number of the plumber. So when I got off the phone I called the plumber as this was an emergency as I had told the warranty because I could not get the water shut off. The plumber could come out within 24-48 hours, but could most likely be there by 5 the next day and this is about 11 am I called the warranty company again and explained the this was unexceptionable as I could not get the water off. I was told to hold on and they would call the plumber to expedite the repair and after quite a wait they came back on and said they would be there within 24 hours. I said you will let the water run for 24 hours and I was told that was the best that could be done. I got off the phone called a plumber that I knew and they were there in 2 hours and got the situation under control. I called the warranty and asked for reimbursement and was told no as it was not authorized. I tried and tried and asked for a supervisor, not available, I spent 3 hours on the phone with customer service rep the I could hardly understand,so I canceled the warranty. They did offer me 2 free months, big frigen deal.

In November of last year, 2021, I requested service in my microwave. The repair said the part needed to fix it was no longer made or available. In the nearly 11 months since then I have been regularly contacting AHS to get a replacement microwave as promised in the contract if a repair can not be done. I have been told that basically the contractor won't send them the information needed. I've made various suggested such as they send another contactor who will respond to them, they accept that this contractor is not complying with what is required and jsut replace my microwave. Nothing has worked I've received numerous promised form whomever I spoke with at their numbers. Promises that the person I was talking to woudl follow up personally and make sure it is handled, that the person would personally call me everyday unit it was fixed, that it would be resolved in 2 week, that is woudl be resolved in 48 working hours. None of this has happened. I've asked to speak to some else like a supervisor or someone in a different department that could actually help me, but been denied and am stuck with my only point of contact being the 800 number and who ever it is that answers the call. This is ridiculous. 11 month being stuck in the same loop with not repair is way too long. If there is a problem with the contractor responding, that is not my problem. AHS needs to honor its contract as well as what the people answering the calls are promises as far as responsiveness to my complaints.

I am an AHS customer for several years.

Today I found my hot water heater leaking and put in an “Emergency” service request and soon the Plumbing Contractor came to the property and diagnosed the issue as a ruptured tank requiring replacement. They submitted their report including pictures to AHS pro forma! So far so good.

After a while I was told that AHS needed a “2nd opinion” before they would authorize replacement….. say WHAT!? That is akin to asking for a 2nd opinion on a flat tire!

The firm assigned to do said 2nd Opin. cannot come until next WED! during which time my tank will continue leaking and causing further damage to the pedestal the heater sits on, not to mention other possible problems AND the irritancy and inconvenience we are being subjected to….

The washer repairman broke the hose to our washer and it flooded our laundry room and ruined our floor and baseboards. He came out and said it wasn't his problem. It is AHS and the technicians problem. It did extensive damage to our house. Now we have to replace our floors and baseboards. The flooring in the kitchen was discontinued when we bought it. So we will have to do the entire kitchen and laundry room.

On September 11, 2022, my AC unit stopped blowing cold air. I live in the desert area of Arizona where daytime temperatures reach 100 degrees+ every day. The evening temperatures cool down to about 90 degrees. I notified AHS that I needed AC repair on that day.

AHS selected a local AC repair company, Arizona Comfort Solutions. I contacted them on Monday morning, and they explained they would respond by 5 pm on Monday September 12. At 4 pm they called me to advise they would not be able to respond until Tuesday September 13, between 1-5 pm. At 6 pm on Tuesday, they had not arrived or called so I called them. They explained they were at a children's football game and would not be able to respond until Wednesday. With my objection, they did respond on Tuesday at 7 pm only to tell me they could not determine the cause of the malfunction and would return on Wednesday morning.

On Wednesday, September 14 Arizona Comfort Solutions responded and determined that there were parts on my AC that needed to be replaced and would submit the request to AHS. On that morning I called AHS to ask about how long it would take to approve the purchasing of the AC parts. The customer service rep explained that the service provider had up to two additional days to submit the purchase request and it was out of their control.

On Friday, September 16 I called Arizona Comfort Solutions who said that they had submitted the purchase request to AHS and was waiting on the approval to purchase the parts.

On Monday September 19 I received an email from AHS that the parts were approved and had been ordered. I called Arizona Comfort Solutions who said that AHS sent that email to me, but the fact was that the parts were not ordered yet and that they were waiting on AHS to order the parts.

On Thursday September 22, I called AHS three different times during the day only to be told each time that their computers were down and that they could not help me until a later time.

On Friday, September 23 I called AHS customer service representative who told me that the parts request was submitted to the purchasing department but had not been ordered yet. I explained to the representative that I had been living in the extreme heat without an AC for nearly two weeks at this point and asked about the possibility of AHS purchasing a new AC unit if they were unable to locate the parts. He was not able to clearly give me an answer as to what AHS was going to do so I asked to speak with a supervisor. He was not able to contact a supervisor and said that I should expect a phone call from a supervisor by Monday September 26.

The inability of AHS to promptly organize the repair of my AC unit and the inability of AHS to answer basic questions or obtain a supervisor is not acceptable. I don't understand how AHS can expect me to remain a customer of theirs if they are content with their customers living several weeks in the desert heat without AC.