American Home Shield [AHS]
reviews and complaints

I submitted a claim for septic service on July 5, 2023 and paid the service fee. I heard nothing. I followed up on July 7th and as told they were actively looking for someone and they would keep me posted. I heard nothing. I called again on July 10th and was told they are actively looking and would keep me posted. I even shared the name of a local company who had serviced my septic system in the past with Jeff your agent and asked him to escalate my call. He was just worried that it was too early in the day for him to call anybody. Today is July 13th and I still have heard nothing. In the meantime, sewage is backing up in the yard and in my house. I've had one neighbor so far threaten to call the health department. AHS efforts to provide prompt service have been a failure. They don't even bother to communicate. This company has proven to be a failure when you need them the most! If you cannot fix my septic refund my money!

Dispatch: #[protected]

Requested: 07/05/23

On June 26,2023 our air conditioning unit shorted out and died. I immediately contacted you and you sent a link to a contractor. I called immediately on Monday morning and was told they could not come before Thursday.

My husband and I are in our eighties…we live in Tucson AZ and the temperature that week and since has been ranging between 105 to 111 degrees. We could not stay in a 95 degree house that long. I subsequently checked our your recommended contractor who had a 1.8 rating out of 5.0. That was unacceptable. I called you to see if we could use our own service provider and was refused. For health reasons we opted to replace our unit with our provider. I called several times about the issue and was offered two months free…not acceptable. I did contact BBB and received assurance from AHS that you would do something. Meanwhile we are out of pocket $4900. We would like reimbursement. Please acknowledge. Judith L and James R Smith Oracle AZ 85623. [protected]

ID: #[protected]

We have had nothing but problems with your services and customer service. We have a Samsung combination Microwave/Oven. There are more than 5 tickets for repair on the unit. Both units do not heat properly. The first company basically did nothing. While they said they ordered parts, they did not. They did however break a glass while testing the unit and did not respond to the status of an open ticket until AHS contacted them. The second provider just said this is how Samsung works. "They always take longer to heat and maintain heating". Samsung however, disagreed with the finding and said we should expect much better results per their specifications. We had been in contact with Lori Anderson who initially was helpful but later stopped responding to emails altogether. I have called back, and it took over 30 minutes to speak to someone who only wanted to create a new ticket and send somebody else out. When I asked to escalate, she basically refused.

I have been calling and waiting for assistance with my refrigerator. It's almost been a month. Every week this company sends a new person to assess the already diagnosed problem. Today I was called again from another company to come out to inquire! Not fix! But inquire about the problem... This is the worse service I have ever had. I have no refrigerator and its hot! I have to eat out every night and this is very inconvenient. Not only have I had problems with my repairs, but the company is calling the wrong number every day after I continuously asking them to update the information. My first appointment was cancelled because they called the wrong number and delayed my appointment. I would appreciate better service and I would like a response to this complaint.

Latrell johnson [protected]

I have been trying to get my garage door opener repaired since June 21. I have been assigned vendors who do not service my area, others that never return my call. Your customer service reps have been absolutely terrible. I have been hung up on, left on hold and call not returned. I have no idea why I continue to stay with your company. The next agency I will contact will be the BBB. I hope I will receive a response from you.

July 10,2023 10:00 am I was talking on the phone with a customers service member (hazel ) that was rude to me and in no way helpful, She would not allow me to speak to the supervisor nor they wouldn't give me any contact number.I then called back and spoke to someone else about my issue which was solved with no problems. and this person which was rude shouldn't be allowed to deal with customer complains not at all professional.WAS IT TO HARD FOR HER TO DO HER JOB ?The stress she put me through was not necessary.

I filed a claim on my a/c not working on 6/29/23 and a contractor was never sent to my home to diagnose the issue because the scheduling department requested contractors from 3.5 hrs, 3 hrs ,and 4 hrs one direction away and of course none would come out. I know that because after several calls after the holiday weekend I spoke with an escalation supervisor named Alex employee number 8121987 and she told me this information. She apologized and stated they would wave the $106 fee and keep the claim open and get right on it . However the next day the order was canceled. Now I’m being told to file a new claim and pay $106. I called the escalation department again on 7/10/23 and spoke to Bella [protected] when I began to tell her how first I am and how this whole process has gone she disconnected the call.

In September 2021 we had AHS send a contractor out due to our Mini split in my office not working properly. They changed a valve and added freon. In January 2023, the same contractor was sent to our house because the heater was not working. The first thing they said was we don't know how to work on these units and that they could not check it due to the cold. They came back out a couple of weeks later and said it was a pound low on refrigerant and that it looked like the valve was incorrectly put in, but that they could not do anything to check it or do a leak test since they only had to add a pound of refrigerant. And AHS confirmed they would not allow a leak test. Well here it is another 5 months later (July 2023) our mini split stopped working and gave the code EC (refrigerant leak detected). I told the AHS rep that it was our minisplit unit and when the gentleman came out on July 3, he said he did not have the proper equipment to check a minisplit. He then informed us that he would come back on Wednesday, July 5 after the holiday. We said that was fine. When I phone their office the morning of July 5, the young lady informed me that he did not schedule appointments that they did that in the office. I said fine, please let us know when they would be out. We received a call saying they would be out the next day between 8 and noon. When the two techs arrived, they informed us that they didn't work on these units any longer, but they proceeded to check things. They then told us that it was 1 pound low on freon and that they would not be able to do a leak test due to it only being a pound. We told them the error code it gave us and he said it just means that it is low. But in the manual it states that it is detecting a leak. I also told them that we were told that that valve was put on incorrectly the last time the contractor was out in February 2023, but they did not check it to my knowledge. The repair person stated if we would have kept it running it would have run out of freon. I tried to tell him that it quit. We did not turn it off.

We also found out that the minisplit only holds 28 to 32 ounces of freon which is 2 pounds. What is frustrating is we know there is a leak, but you will not pay to check it. We have Platinum Service and have been a customer of yours for the last 20 years at the last 3 houses we have lived in. Your service is not as good or as accommodating to the repairs of household items as it used to be. I tried to contact someone regarding this last visit, only to be put on hold . I hope that you will look at this and realize if a unit is 1/2 empty there is something wrong. I believe that your policy applies to a regular central heat and air system that would hold 5 to 20 pounds of freon. Please review this policy and get back to me. Thank you.

I am writing to express my extreme dissatisfaction with the denial of full coverage for the replacement of my pool pump, which is unquestionably covered under my contract with American Home Shield. I demand immediate action and payment for the full cost of the pool pump replacement, amounting to $3,000. If American Home Shield fails to satisfy the terms of the contract, I will be left with no choice but to file a case in small claims court to seek the resolution I am entitled to.

According to my contract with American Home Shield, under policy number [protected], pool pump repairs and replacements are explicitly listed as covered items. I recently submitted a claim for the replacement of my pool pump, as it had become irreparably damaged and no longer functional. However, to my dismay, American Home Shield wrongfully denied the claim, citing a previous expense related to the pool as a reason for denial

Upon reviewing the details of the previous expense, I discovered that it was mistakenly attributed to the pool heater replacement, that occurred outside of this year’s term in 2021. This error has resulted in an unjust denial of coverage for the pool pump replacement, despite the availability of the full $3,000 coverage limit, which should adequately cover the entire cost of the replacement.

I have made multiple attempts to resolve this matter through your customer service department. However, I have encountered long wait times and unhelpful responses from representatives who have failed to acknowledge the mistake made in denying the claim. I’ve been told by four sperate agents that the denial was a mistake and the claim would be going back thought approval, that was 10 days ago. It is deeply disappointing to experience such negligence in upholding the terms and obligations of my contract with American Home Shield. The pool is sitting idle not circulating and creating a toxic algae bloom that I’m holding AHS responsible for due to lack of performance.

I demand an immediate review and rectification of this situation. I insist that American Home Shield promptly processes the payment for the full cost of the pool pump replacement, as originally requested and within the limits specified in my contract. Additionally, I expect a detailed explanation for the incorrect denial of coverage and a commitment to avoid such errors in the future.

Please be aware that if I do not receive a satisfactory response within 2 days from the date of this letter, I will have no choice but to pursue legal action by filing a case in small claims court. I am confident that it will not come to this and that we can resolve this matter amicably, respecting the contractual obligations of American Home Shield.

Claim filed with American Home Shield first week of April, 2023; as of 07/05/2023 my HVAC Unit remains broken. I've been told for over two months parts have been on order only to be told today these parts are no longer manufactured.

The contractor initially came out early April, told AHS he couldn't diagnose the problem. He then came out again several weeks later, diagnosed it, AHS accepted responsibility for repair. Part was ordered but did not work. Contractor then indicated he'd have to order additional parts. I've been waiting since May for these additional parts. As of today, AHS tells me the parts are no longer manufactured.

When asked what the next course of action is I'm told, you'll be contacted.

I've pleaded with them to find me another contractor of reimburse me for my out of pocket to hire another contractor. Each time I suggest this, I'm told how sorry the are but they cannot authorize it.

AHS is giving me the run around in getting our central air fixed. I submitted a request for service last week on 27th of June, with the technician coming over the 28th of June to diagnose that the furnace and the AC system required replacement. You can look the information in my dispatch #[protected]. The property is 9447 Pine Lilly Ct Navarre, FL 32566. I was told that there was a 24–48-hour window for waiting on approval from the authorizations department for the repairs. That was Monday 7/3/2023 at the latest that we should have received notification.

I was told Monday afternoon at 12:30 pm that we finally got approval to replace the required parts, and that there was an additional cost of $600 I would need to agree to with the contractor. Now my contractor needed to contact AHS to move forward. My contractor called AHS and AHS said that the contractor was not aware that I agreed to the additional cost for the work and that AHS was waiting on me to agree to it. After another 1 ½ hours on hold at 3:12 pm AHS now tells me that the additional cost is now $800 to bring the system up to code, cover 2 switches, and the line coming from the furnace to outside the house. I said “Fine, I am willing to pay the additional cost as long as it gets fixed”. I talked to AHS and they called the contractor on the 3rd of July with me on hold. AHS said now the contractor needed to call AHS authorizations department, which he did. Now 5th of July we are told the approval for the repairs isn’t complete and “We are waiting for our Authorizations department to review the estimate for the work and it will take another 24-48 hours”. I’ve been told that line several times before. Regardless of the reason behind the scenes we are not privy to, but first 24-48 hours has come and gone and our home is still at 85-95 degrees indoors. It is Florida and there is a heat wave going on now and the humidity and heat combo is hard to deal with. This is also our livelihood being affected.

I have an open service contract dispatch ([protected]) which was two items, one on my Maytag Dishwasher that was open on June 12, 2023. The service contractor came on June 15, 2023 and wrote repair to replace the handle to my dishwasher. The contractor informed me that AHS said they ordered the part on June 23, 2023 but to date of July 3, 2023 they have "not" received the part. I called AHS today on July 3, 2023, put on hold for 1 and half hours. When customer service informed me that the part was NEVER ordered to date. They are ordering today! I have NOT been able to use my dishwasher for 23 days now! I paid over $1,000. for this contract and the SERVICE in your PARTS division SUCKS! I have had to do all the follow up on this service contract myself to get service to both appliances. This is NOT the only SERVICE PARTS division problems you at AHS are having. Same thing happened with my microwave where the service contractor stated the microwave needed to be replaced and YOUR (AHS) Parts division screwed around with this trying to order parts instead of calling me to replace the microwave. I finally got this resolved as well today with me following up not AHS following up---23 days later! But will have to wait another 14 days before the microwave will be replaced. SHAME on YOUR PARTS/ORDERING DIVISION! HORRIBLE SERVICE. You're probably going to lose a lot of business because of the lack of quality and/or service from your parts division.

Mrs. Lila Pniewski

1322 Canberra Drive

Essex, MD 21221

[protected]

My air conditioner went out in the evening when it was 108 degrees outside and of course, a weekend. My husband has a medical condition that requires him to consistently be in a cool environment. The next day, another 108 degree day, I tried contacting everyone who was open but no one was able to come the same day. I called American Home Shield, my home warranty, and asked for an emergency request due to my husband's medical condition. I was told if I didn't hear someone within 4 hours to call back for other options. Well I called after 3 hours and 40 minutes but was told by Jay that I had to wait exactly 4 hours. I asked him if the options would be different in 4 hours vs 20 minutes early. Their option was to find my own technician for the service and/or repair. Emergency medical requests should have a priority.

It has been one month now, and American Homeshield is still unable to refer the correct AC contractor to fix my AC unit. They referred a total of six AC contractors to me since June 2023, and all contractors they referred did not work on my rooftop AC unit. My AC is still not fixed. This is an emergency due to my family member with respiratory cond

In March I used your service to request a fix for my refrigerator. When Sears came they said it needed parts. When the parts came the new person from Sears repair said he fixed it and the parts were not needed. Within the next couple of weeks the same problems occurred and eventually in the next few weeks the refrigerator shut down totally. Sears came out again on May 31st to fix it and they ordered parts for the refrigerator on that day. I received some of the parts but one or more is still missing and I have been told it is back ordered with no time for it to arrive. I called AHS a week or 2 ago and they told me company policy is if the refrigerator was not fixed within 21 business days from May 31 (June 30), they would then discuss with me options.

Yesterday I spoke to one of your complaint departments that said they would get back to me today to resolve the problem but no one has reached out tome.

The part or parts are still back ordered and have not arrived so sears cancelled the June 30th appointment

This is ridiculous as we have not had the use of the refrigerator since March.

I have been a customer in my old house and this house and at the old house you did replace the stove when it went bad. When will you resolve this issue? and either fix it within the next couple of days or get me anew refrigerator?.

I await your reply

victoria earbin contract [protected]. been a customer for at least 10 years or more. I simply changed my bank account information for my automatic monthly

withdrawals to be taken. i received a past due notice for June which really upset me because I called AHS to be sure they received my updated payment information of which they acknowledged & I always pay on time. so why am I getting a past due notice? No one could seem to answer my question and when I asked for a supervisor, they either could not connect me or I am left on hold for more than 20 minutes. this is not acceptable and very poor customer service. I have just two months left on my contract and will be searching for another company. I do understand system issues etc but someone should have spoken with me to explain what the issue was. date: 6-27-23 4:00 pm TY

Projected temperatures are 115-118 degrees the next few days in Tucson where we live. The provider AHS gave us will not fix it until Thursday…four days from now. We are elderly and can’t stay in our home. We requested to use another provider, Concierge A/C LLC but AHS will not pay. We have spent $$$$$$ to this company and we want them to cover the cost.

My name is Gregory Ables and my contract number is [protected] and my address is 20702 CYPRESS RAIN DR Katy TX 77449. AHS sent out an AC company to fix my central air and heating system. They found a leak in my evaporator but instead of replacing the evaporator as I have the coverage that provides me with $3,000 in coverage, they instructed the company to use leak stop which is a temporary solution and lasts only a few months. By my contract the evaporator needs to be replaced since it has a leak but AHS shows the job to be complete. I fully expect AHS to honor their warranty and fix the evaporator

This issue started on 5/28/23 with our 3 1/2 year old LG washer not turning on. We have an AHS service contract so we called them immediately. They assigned a local company here in our town Clarksville, TN to be the contractor. The first visit by their technician happened and the person that showed up to look at the washer took one look at it and said that it needed a new circuit board. No diagnostics were performed and apparently the technician took down an incorrect number and thus ordered the wrong part. When he showed up for the second appointment he broke the original part removing it and did who knows what other kind of damage to the washer getting it out. He then stated that he would take the original part with him to order the correct part. We would not let him take the part and did in fact order AHS to fire that company as I would not let them in my house. All this was discussed at length with an AHS agent over the phone and was assure that all this conversation and the problems we were experiencing with this company would be documented in our account. NOTHING was noted in our account. We absolutely hate being lied to! They eventually did assign us to a different company after several calls. We live in Clarksville, TN and they assigned us to a company in Nashville, TN which is 1 hour and 15 minutes away from Clarksville. We explained to everyone we spoke to that keeping that company would entail making us wait until they had scheduling available for our area which was an additional week of waiting. So as of today we are three weeks out with a washer that still doesn't work. A new technician came today and told us that he would have to order a part and it would be next week before they could come out again. We have been forced to go to the laundromat 3 times since the inception of this problem, costing approx. $30 each time. We are on a fixed income and are both 70 years old. This is not only an inconvenience but physically painful for both of us. My husband has had a full knee replacement in April and I have experienced my own knee problem. We are both in rehab. So you can see the problem. No one has offered any kind of assistance with this money that we really can't spare. This is really poor customer service! We asked to speak with a supervisor and were told that there wasn't one we could speak to. Every time we tried to escalate to a higher power we were told that we could not! A supervisor did eventually call us three days later. Very poor customer service response. It's no mystery why this company is rated a one star. If we are not given a satisfactory response this time, we will be suing this company and we will cancel our contract.