American Home Shield [AHS]
reviews and complaints

I am requesting my $100 service fee be refunded. Today,8/19/23, I was given a window from 9am-11am for AC replacement. Service request# [protected]. The work was assigned to Air Tech Heating/Cooling. When I called about the delays, I was told the techs were on their way. They showed up at 6:30 pm and left at 9:30 pm. I missed a doctor's appointment because I was waiting all day for the service. I felt I was getting the run around and they had the nerve to ask for upfront credit card payment with no technician on the way.

Please send me the address of the corporate headquarters as well. Years ago, I had a similar complaint and heard from them with a refund.

;

I have cancelled my American Home Shield (ahs.com) Contract effective 7/29/2023. I am trying to close out the financial part of the cancellation. AHS shows me owing $188.77, $98.99 renewal balance effective 8/1/23 and $89.78 cancellation admin fee. I am more than willing to pay the $89.78 cancellation admin fee but I will not be paying the $98.99 renewal balance eff 8/1/23 since my contract is cancelled 7/29/23. They have not removed the 8/1/23 renewal balance from my account so it is impossible for me to pay the cancellation admin fee on their web site and they will not send me an invoice to close my account. How can I make the payment of $89.78 to close the account. I do have a letter confirming my cancellation and a balance due of $89.78 but no information as to where to mail the balance due.

Thank you,

Michael Boele

Dispatch: #[protected]

Requested: 08/08/23

Told parts would arrive 8/17. Both elderly. Had to buy window unit for bedroom. As of today 8/18 no parts, contractor not working weekend, so will be w/o AC until 8/21. Called to talk to AHS supervisor two days ago,supposed to called today. Still no call. pls look at my call logs. Request reimbursement for window air conditioner. Possible reimbursement for medical bills incurred for heat stress and loss of use of home. I have been with this company for numerous years never had problems like this in the past and have recommended you to numerous. At the conclusion of this issue if there is a conclusion I will be canceling my contract and also notifying my friends that they may consider doing the same. This same issue occurred a year ago to the month supposedly was fixed with new parts by different contractor but the problem is now the same as before and worse.

On 5/21/23 we put in service request for A/C not running. No one fixed it until June 7, 2023. Again on July 26, 2023 the A/C broke down. This time it was fixed on July 31, 2023. Again on August 6, 2023 the A/C broke down. The contractor came out to look at the A/C on August 9, 2023 and stated a part needed to be ordered but they might not be able to find the part due to the age of the A/C unit. He put in the request for authorization to AHS on 8/9/23 while he was at our house.

As of August 17, 2023 we still have no A/C because AHS has not authorized anything to be done to our A/C (per "Tina" from AHS via the phone and per Bencraft Mechanical Services via the phone).

In the last 2 1/2 months we have been without A/C for over 1 month due to the A/C needing to keep being repaired.

We are in FL and the heat index has been 114 degrees. I have health issues (asthma, diabetes, and nausea/vomiting due to severe gastroparesis) and the stifling heat in our house is exacerbating my health issues. We can't even sleep through the night with fans on because the heat and humidity are excruciating.

Why is it taking AHS so long to make a decision for authorization?

We just want something done ASAP and don't understand why this is taking so long.

I called in for a refrigerator repair and was advised of $ 125.00 service charge. I provided my debit card information and they billed for the $ 125.00. The repairs were done and I was billed for $ 125.00 on my debit card.

However, my bank account was noted next to the $ 125.00 debit for the service charge that this $ 125.00 would be on a recurring payment. I called AHS and was told I needed to contact my bank.

I contacted my bank and they advised I had to do a stop payment for this recurring payment of $ 125.00, which I did on 8/14/23. I want to have my warranty which I prepaid cancelled and the balance of the money returned to me asap.

Mike Smith [protected]

Please READ the CONTRACT in DETAIL before purchasing. You have to pay your co-pay before a contractor is dispatched. The contractor has 24-48 hours to call to schedule appointment. Note, I said schedule appointment. The appointment could be scheduled a week out depending on availability of the contractor and prior appointments scheduled.

This is by far the worse company I have had to deal with for warranties. It is going on four weeks and my washer and dishwasher still are not repaired. AHS makes contractor locate parts to repair. Contractor found a vendor for the parts, however, on backorder with no promise date. This means, there are no parts. Contractor recommending replacement due to parts availability AHS has a purchasing department for parts, they are going to have purchasing department try to find used parts, even thou it has been recommended to replace. I have no idea when these work orders will be closed. If they replace with used parts, I anticipate future service calls.

My refrigerator stopped working. I called for service and was told the contractor had 24-48 hours to respond. REALLY, my refrigerator is dead. I need to wait two days, plus another 2 days for AHS to approve. I had to buy refrigerator on my own and AHS will not reimburse because I couldn't wait 1 week for them to go thru their B/S approval process.

DO NOT... REPEAT... DO NOT sign on for this contract. Find another company and read their contract in detail before purchasing. GET the FULL contract...

Where do I even begin with my dreadful encounter with American Home Shield? This company's services are nothing short of a complete disaster. From the very first interaction, it was evident that they care more about collecting premiums than actually providing any meaningful assistance.

First off, their customer service is an absolute joke. I've spent more time on hold than I care to admit, only to be met with unhelpful representatives who seemed completely clueless about the issues I was facing. It's as if they read from a script without any understanding of the real problems customers are dealing with.

But wait, it gets worse. When I finally managed to get a technician scheduled to fix my malfunctioning air conditioner, it took them days to even show up. In the scorching heat of summer, this delay was not only uncomfortable but completely unacceptable. And when the technician did arrive, he found the issue, but surprise, surprise, AHS is still stalling the repair.

And let's not forget the fine print in their contract that conveniently excludes coverage for the most crucial components of your home systems. It's like they go out of their way to avoid paying for any legitimate claims. It's misleading and downright dishonest.

But the cherry on top of this horrendous experience was their billing process. Somehow, they managed to keep charging me for their so-called "service" even after I had canceled my contract in frustration. It's almost as if they're intentionally trying to squeeze every last penny out of their unsuspecting customers.

In conclusion, I would strongly advise anyone considering American Home Shield to run in the opposite direction. Their lackluster customer service, unreliable technicians, and deceptive practices make them a prime example of what's wrong with the home warranty industry. Save yourself the headache and choose a company that actually values its customers and delivers on its promises. Trust me, you'll thank me later.

On Thursday evening August 3 at about 7:00 in the evening, the air conditioning in my home in FL, failed. I immediately reported the problem via the AHS web site. A technician from Quick A/C was dispatched to my home to arrive Saturday at 11:00. His diagnosis was not provided to me in writing, but he did say that there was a major leak in the condenser coil and it was not repairable. Given the 24-business-hour response time in your contract, I anticipated that at minimum a proposal for a repair would be forthcoming by the end of the day Tuesday Aug 3 but none was provided. On Thursday Aug 9, I was advised that your company had determined that the repair was not covered consistent with Section C, item 5 of the contract. This section addresses pre-existing conditions, conditions that existed prior to the establishment of contract. This contract has been in place for six years and renewed at the beginning for this year. Until last week the A/C was working fine. This fault is NOT a pre-existing condition and therefore this section does not apply.

I was offered a “second opinion” by your operator and I accepted that. Thurley Awesome Heating and Air Conditioning arrived today to inspect the problem and offered no solution.

So far, American Home Shield is severely falling down on your contract obligation and I demand that you expedite the solution. Otherwise, I will have not choice to cancel my contract and pursue resolution through the courts.

Two weeks ago our Kenmore water heater gave us an error code that the pressure switch was not working. We called AHS and they contacted a local company to come out and they responded promptly. The company called Kenmore and was immediately told they could not help them because they were not a Sears/Kenmore technician. The pluming company reported that they were unable to fix the water heater due to not being a sears tech. This is where AHS has broken down for us. After now two weeks of being constantly assured that they would find someone to come out and repair the water heater, they have not. They even re-scheduled the same original company who already said they couldn’t fix it. I have been on the phone with them every day the first week and then my husband now into the second week. Apparently they can simply indefinitely “look for a service provider”. I have called every plumber or general contractor within a 50mile radius. Essentially every phone number that comes up when I google plumbers in and around our area. None of them will come out because they either won’t work with warranty companies after not getting paid too many times or they don’t work on Kenmore because they can’t get parts. So our water heater at this point is unfixable because no one can get the parts. AHS won’t change the status of needing repair until they get a new tech out to diagnose it as unfixable but no one will come out. We have explained this over and over again that there has to be some plan B when finding a fix isn’t working and they are seemingly unable to understand this. There is supposedly no time limit in which they consider anything besides what the computer screen says which is : find technician. They seem to blame me for not taking the Find Your Own Technician option, but in doing so, they stop looking. In an effort to have all hands on deck I explained that I would look but didn’t want to “opt in” until I found someone so they could continue to search as well. As stated no one will take the job and AHS will not change the request to a replacement or offer any other solution.

-A mom who will be boiling water for my kids baths for the foreseeable future and paying a higher electric bill to counteract the now hot kitchen.

Dispatch #[protected]

Date Requested: 08/02/2023

The dispatch synopsis says “Service Complete” but I still have no hot water and nothing has been solved.

At this point we would like the water heater to be replaced since it seems to be unfixable due to the lack of access to parts.

This is August 2023... Last Fall 2022 we were supposed to receive an inspection on our Furnace according to AHS... It never happened... Three weeks ago on 7/23/2023 our air conditioning went out... The 3rd rate repair service AHS uses showed up at our door (no call) of course we were at work... Called them and tried to set up an appointment but they do not set appointments... Wanted to call us and have us leave work for them to check the A/C... It was a week before we could get them out... We have a 23+ year old system and the compressor went out.. They could order a new compressor (which would take 4 weeks) or could install a new A/C system the next day... It's now 2 1/2 weeks later (with no A/C) and still waiting for AHS to let us know what is going on... I called the today and they said they ordered a new compressor (for a 23+ yr old system)... I have no trust in this company now they are supposed to send us a form for a cash out... We had a complete A/C and Air handler installed by a reputable company a week ago... No way would I trust their 3rd rate company to work on our system... We got an email from AHS this morning to rate our satisfaction with their customer service... the only problem is we can not rate anything lower then a ZERO

I cancelled last year because they wouldn't replace my air-conditioning. Yesterday I saw they are still taking money out of my account. Called they say I didn't cancel which I did. After several attempts they finally cancelled me only to charge my account once again for no reason

I work very hard for my money. I need all of it back! My bank account charged on 8_8_23 and 8_7_23 probably more times. U cancelled June 2022

Hello,

I am writing to share the extremely POOR customer service that I have received with your company over the past two weeks. As an HSA member, I requested that my air conditioner be fixed two weeks ago. Nonetheless, it has yet to be fixed. Your company is not responding in a timely manner, and the representatives have been very rude and not getting me what I am asking for, when I asked to speak with someone in a higher position. The last person I just spoke with from the escalation team actually hung up on me! Her name was Hazel and that was about 30 minutes ago. I also spoke with a different hazel earlier, who also refused to assist me. I am extremely dissatisfied

Hello my name Tanika Gabe. I have had a ongoing HVAC problem and AHS will not fix it. They keep getting technician that come into my home and patch my AC and in SC weather the AC keeps going out. I am so frustrated at this point. One technician came in and it took him over a month to get a part. Absolutely ridiculous. I am going to report this to the BBB. My home should not have to be this way and the customer service sucks. I have to keep calling back to they can reach the technician and then let me know the next steps. Really!

I am on my 3 days of waiting for repairs on my AC. They have done nothing. Someone using the alias KEN located in the Philippines told me to call the contractor directly to see if they work in my area. The company is located 4 hours from where I live so NO, they do not work in this area. This company is an insurance scam. They have been NO HELP at all. BEATRICE West Africia cannot do anything to help other than wait a few days to see if they can find someone. Lloyd in the Philippines said they have no contact with Dispatch, so they do not know what is happening and they do not have a phone number for dispatch. All he could tell me is that they have 5 vendors and 4 of them are not even located in my city. Saki located in Trinidad the Carribean stated she could tell me nothing except that my order was in line to be worked on. It could take several days.

This is the 5th repair on the unit in 3 years, usually their only "allowed" (sealant and I have to replace the freon) last for a season, this year it last for 6 weeks and low and behold, 2 weeks beyond the warranty covered return visit without a charge policy. Mind you, this is now the 5th call on this unit. The first contractor that was assigned in May has a 1 rating on reviews and complaints with BBB so beware of who AHS contracts and allows in your home. Obviously, they don't value your home or care who comes into your home. That is scary alone but then they don't stand by the work they contract for. The call center is a whole different story. Sometimes, the call center operator is okay, sometimes the broken English is horrible and 50% of the call is spent asking for repeat or clarification of the sentence they attempted to speak. It's a horrible scam, once we get this issue settled, I am going to cancel the contract. I guess my next step is a TV station and since, I am just polluting the ozone with the leaking freon, I might need to let a local legislator know about it. Be smart, just save any monthly subscription payments in a bank account to cover repairs, you will probably won't be ahead of the game but at least, you won't have shady contractors coming into your house.

My air-conditioning has been broke since May when I called AHS for a service request. They sent out a contractor that wanted to charge me several thousand dollars, I asked for a second opinion, and it was going to be a couple hundred dollars if that. In a chat transcript, it was agreed that the second opinion company would be doing the job, and after several phone calls, the compressor was supposedly ordered, but after checking in several times, I have received a different story each call, and so has the contractor. At this point they are saying that nothing has been ordered after saying that a compressor would arrive on 27 July. Last week I was reimbursed my fee for the trouble, and they said they would expedite the compressor to Air Solutions, the company that was authorized to do the work. Today after calling AHS, and after the contractor calling, they said that nothing is in the works, that nothing has been ordered, that there is no work order, that nothing is happening with the job, and they have no idea who we have been speaking to. I am at a loss on what to do, this has been an absolute nightmare. It took them eight months to fix my dryer, it took them several months to fix my refrigerator, and this company is horrible with customer service. Every single time you call you get a different story and nothing ever gets resolved. Even when I speak with a very kind customer service representatives, and they say that everything will be taken care of, and I will get a call back, nothing ever gets resolved. Please help!

My husband made a call on May 8th as our washer was not finishing any cycle. A tech came out and over the next two months they replaced four or five parts before handing it to another company as they could not fix it. The next company cancelled the appointment twice at the very end of the day after my husband had took time off work. We contacted AHS and asked to speak to a supervisor. We were fed up at that point as going to the laundromat was costing us at least $30 a week. We wanted to just replace the washer. But we were told we had to wait for another company to come out. They did and we were told the machine wasn’t working and one part that had been replaced twice still wasn’t working right. Waited for another call from AHS just to be told more parts are on order. It’s now been three months without a working washer. I’m beyond frustrated and I’m done

We raised two services requests in May 2023 for 2 plumbing leaks and whirpool tub issues (two separate service requests and hence paid two separate service fees). AHS did not resolve the issue in 3 months. They first assigned a vendor who was not even qualified to work on the whirlpool tub issue and for the other leaks issue, the vendor looked for reasons why they cannot fix the leaks rather than trying to fix the leak. We called AHS and after 2-3 calls, they assigned the issues to another plumber. He came in with an incomplete work order (he was given only two items in the workorder instead of three). May end, he submitted a diagnosis to AHS under the wrong heading. Since that day, I have made around 10-12 calls to AHS trying to explain the issue and have these resolved. Their customer service and systems are very poor. Everytime they called the plumber but the plumber refused to answer to their calls or respond to their emails. Plumber didn't respond to our calls either. After 10th call they sent my request to their escalation team. The escalation team member also took the same steps that their regular customer service members were taking with no fruit. The second escalation team member said they will assign it to third vendor since the second vendor had not responded for 2.5 months. But she assigned it to the first vendor who had already said that they cannot solve the issue. On top of that, they charged our credit card again for the issue which had not been resolved and that too without taking our consent. We are very disappointed in AHS customer service, their outdated and rigid systems and processes. I finally asked the customer service to cancel the request. I am considering my initial money paid as a sunk cost as I don't want to be paying multiple times because AHS assigns my request to a vendor who cannot resolve the issue.