American Home Shield [AHS]
reviews and complaints

Honestly, how are these people still in business? Great idea, ridiculous failure in every way.

This product came with our new home. Even for free it's still a waste of money. There are no local contractors that will work with them anymore, so whomever they find to send has to schedule an out-of-town visit and those only happen periodically.

There's no way to contact them kept one unanswered phone number. If you are lucky enough to get an answer after hours (yes, hours) on hold, they may or may not speak English and they will read to you all the reasons they can't help you.

The A/C they installed, four weeks after my initial call, failed two weeks later. Another Siberian hold, then told I needed to contact the manufacturer because it's under warranty. No, you contact the installer and THEY contact the manufacturer. YOU fix this.

DO NOT WASTE YOUR MONEY ON THIS SCAM. Hire your own repairs if you want accountability. This outfit is a definitely a [censored]show and probably a scam.

Called 3 weeks ago for plumber for a water leak in downstairs ceiling from bath above. Worst company ever to reach. On hold 45 minutes - then disconnected. FINALLY get someone & they IMMEDIATELY want your $125 fee to get started! You pay that & SIX! days later they still do not have a plumber available (?). Of course, you have had to continually call them to even get this information as they never return calls & leave you hanging.

After you need to give up & cancel the claim -- 3 weeks later you cannot get your $125. WTH? No manager will contact you about the problem. They are thieves!

I STILL want to hear from someone with some authority (or sense) from this Company. P-A-T-H-E-T-I-C ! American Home Shield is a fraudulent company.

I called yesterday again, because my house was 77 degrees inside. I has ms, and if I get overheated I could have an exacerbation which could land me in the hospital. This is about the 3rd time just this year alone I have called ahs to come out about my ac. The first time the technician told me to put a brick on my ac. Yesterday the technician said somebody should contact me within 4 hours, and if they don't then call them back (I would then pick my own contractor and they would reimburse me). Well... When I called them back at midnight it was over a hour wait! I hung up needless to say. I looked online last night and it said that in essence they were "looking" for a contractor. Yeah right? This morning I looked again and it said the same thing. I cancelled the request and started a new request. It said to call the contractor, so I did. The lady said she just got it and to give her a minute and she would call me back. She called me back. She said that ahs would not cover pulling and cleaning the evaporator coil, recharging the system, and cleaning the condenser coil. I looked at my coverage and nowhere does it say that those things are not covered! I want answers now! I am beyond pissed at the way I have been treated!

Having a home warranty with American Home Shield; Central Air has gone out; went on-line 7/15/20; paid the $100 Service Fee; A technician was assigned; came out; examined the unit; tried to submit the cost of the repair to AHS on 7/16/20; cannot get thru by phone to discuss the repair; cannot talk to a person; I am extremely frustrated in the customer service with this company; my air unit cannot be fixed until AHS approves the cost and diagnosis; I really would like to use the Company that has serviced my AC unit for years...HELP

Cancel Policy on these two properties:
7239 Oasis Dr, Castle Rock Co 80108.
5303 Stone Canyon, Bakersfield Ca 93306.
Frank Vaughan, [protected]@sbcglobal.net
[protected]
Reason: Service not acceptable. Service Tech Jorge from AC Overhead Door was on property for faulty garage door opener...advised AHP would pay for repair only, further advised there would be additional fees to replace opener plus additional fee for battery pack.
Please cancel policies for properties listed above immediately.

Frank Vaughan 07/08/2020

My air-conditioning went out May 27, 2020. It is now July 7, 2020 and I still have no air-conditioning. The company they sent the repair order to would make appointments and cancel last minute. The company ordered wrong parts. I filed a complaint with American Home Shield against the company and requested a new company and they sent the same company out and they still have not fixed the problem. They continued to cancel appointments and continued to show up late.

I hope this will make you think twice about using American Home Shield.
Try to call there service no.[protected].it took me 2 days for an answer
Look up any A.H.S number.You just get the same thing
They don, t even have an Email address.
Now my story.
My water heater went out on Fri.June 12, 2020.I started calling A.H.S. two days
later they answered the phone (try the number).Monday the plumber called.
Plumbers Inc.[protected]) The first thing he said was I have water damage.
His friend came out 45min. later, and said I have over $3000.00 in damage.
about 5 sq.feet, the heater sits on a tin pan.I told the plumber no on the
water damage. Next I get a email from A.H.S.(remember you can, t email them)
It will cost $900.00 for upgrades to the water heater install. all the parts
from home depot, I checked $232.00. June 22, 2020 I get a call from the
plumber, asking when do I want the water heater installed.By this time my son
Install a new water heater.Total cost $700.00.
Both me and my wife are 75, and disabled, with no water for 8 days
Like I said call any phone numbers they list (it will tell the whole story).

We have spent countless hours daily trying to resolve our ac issue. Each time we speak with Customer Service we are provided different information. American Home Shield sent a technician out on 6/15/20. On 6/19/20 we were told the claim was denied due to a missing part. After speaking with a Supervisor we were told the tech would be out to repair the unit when the part came in. When we followed up with Customer Service we were told the same thing (waiting on the part). Today we were told that our claim was denied again due to a missing washer on the ac unit. After speaking with this CSR for 30 minutes she then says we could have the AC repaired and pay out of pocket then file a claim for reimbursement. Yet she was unable to explain how we could file for reimbursement if the claim has already been denied. It just seems like everyone tells us something to pacify us and get us off the phone. We just want our AC repaired.

Won't replace 30 years old AC unit, due to leaking freon, had to refill 3 times, today had tech to come, refused to replace, paid $327 to refill freon, $75 service fee, AC running non stop just like before, house hot at 80 degrees. We are the customers of 20 years, living in the well maintained resistance, AC at 30 years old needs to be replaced, since they can't fix the leaks.Please help.

My A/C went out on 5/28/20. called to request services from American home shield per my contract. I final got an appointment with the HVAC co, Rapid Response heating and air on 6/1. The tech came and said the A/C fan was bad and he had to order the part. The heating and air co said that if I paid them an extra $65 for next day shipping they would be able to get the part quicker. He said that the home warranty co will not pay for the next day shipping. He said that American home shield only pays for standard shipping. The tech didn't order part till 6/2. Will take 5-7 business days that could be as early as 6/8 and as late as 6/10. After the HVAC co get the part, they will schedule an appointment to try and fix it. The tech could not even guarantee that the fan is going to fix the problem. going on 2 weeks no air, temps in the 90's and no end in sight. Have elder parent that lives with me with breathing problems. shouldn't have changed to AHS

I had a company out doing work on my furnance which I did not file with american home shield. They noticed that my hot water tank was leaking pretty bad and could fix it. I call ahs to let them know I was on hold for over an hour. Once the guy from ahs answered the phone I told him what happened and by this time the company had my hot water tank and could put it on. Ahs said I had to file a service request and they would send someone out within 24 to 48 hours. Ahs then proceeded to ask me to go ask the service tech if they worked with ahs. The service tech said usually the customer pays them and ahs would do the reimbursing which I told the agent I was willing to do before even talking to the serice tech. The service tech told me this is idaho and you own your own home and do not have to use who they send out anyway you can choose your own so why is ahs asking you this question? I then told the guy I would be filing a complaint and was going to let the service tech who was here and gave me a discounted price anyway finish the work. And I would not be renewing my contract if they kept wanting to argue as he kept saying I needed to request a service which I was trying to do with him with the service techwho found the problem and you could tell it had been going on for a bit and needed replaced immediately before causing severe damages.In the end I was hung up on. I paid $350 and want to be reimbursed for the $250 but online it says contact us or email but they are set up with google who wont work with them and there is no other way to handle the problem within my account, I have invoices and pictures. I am calling again but have been on hold for 25 min. Not happy with ahs. This incident happened on june 3 2020
Here is my plan info
Plan:
Pick 10
#[protected]
Expires 08/18/20

Thank you
You can reach me by email at [protected]@gmail.com

Initial service request on a kenmore series 500 washing machine would not engage spin cycle reported on 5/19/20. Till this date 6/3/20 machine is still inoperable due the the fact the technician they could not repair first call visit machine needed parts.. Ordered second time visited needed another part parts ordered... Third time visit he could not remove the inner basket to replace might have damaged other parts in the process of trying to remove I called ahs and asked for a cash out option which is available to the consumer read the other reviews which are true they give you the runaround and take forever to answer the phone I do not recommend the company at all

I have called and sent emails and eventually spoke to those at ahs when they finally answered my calls so many times I can not tell you the number.

I have tried so hard to tell them that my hvac system is old and not efficient to the point I am blue in the face. They came out one time, but their contractor who is biased on what should/must be done that it is impossible to get a reasonable action from the company. The contractors work for ahs and not those that have policies with the company. The contractors will do everything but make the decision that needs to be made. I have had at least two other local contractors at my home and all that see the system tell me it is too old and will not cool my home and will cost me more money to operate it. It is over twenty years old and uses freon which is not allowed in my city of austin, texas. But, ahs will not replace the system... Only tells me that they will attempt to get the system to function. It has been months since I brought the problem to the attention of ahs and they simply ignore me now.

Signed
Larry a bowles
[protected]@yahoo.com

Our AC & heating unit is 20 plus years old. We have had service requests for the unit 5 or 6 times. They keep putting a band aid on it but it's like pulling teeth. Currently we have been waiting on most recent service request decisions and keep getting put it off. He accused my husband of putting a fan in the unit upside down but my husband hasn't touched it only the contractors sent out by the warranty company. Each request we get a different service repair company.

I submitted a service request about my not working refrigerator back in January 17, I requested a rush service since I have a newborn, the technician came over & said he ordered the parts to get it fixed, I was told it shouldn't take more than January to get it fixed working, well they don't have the parts and they don't even have answers as of when they estimated to get it fixed. it is now March 6th, Teo months after and I still don't have my refrigerator working, neither the parts & they always refuse to transfer me over to a supervisor. I have called several times and have asked to speak to a supervisor but they always refused to transfer me over.
W hat is the point of having a warranty company if they all are procrastinating to get my refrigerator fixed, and I honestly don't understand why it's been almost two months and nothing, how can a family survive without a refrigerator, a warranty service shouldn't take this long as I mentioned this is completely unacceptable.

Today, 12/5/19, I contacted AHS because a hot water heater broke at one of my properties (255 w. Chelton Road in Brookhaven and when the technician showed up he said that the hot water heater would not be covered because something in the chimney made the hot water heater burn out and it is considered "secondary damage". A few months ago, I had a similar experience with my air conditioner. I've only had two requests for service since paying every month for this service and none of the seem to be covered. I requested to speak with someone else and was denied the opportunity to do so. When the sales person called me to convince me to purchase this warranty, he couldn't say enough about how appliances are covered "no questions asked". I would like to speak to someone regarding the services and how coverage is determined. All I really want is the hot water heater repaired. Seems to me that they take your money each month and then find a way to have the item "uncoverable" by the warranty. I'm extremely dissatisfied and would appreciate a response from someone.

Thank you for your anticipated response to this request.

Denise Matthews - [protected]
[protected]@aol.com

On October 31, 2019, my water heater broke. I contacted AHS via online service request. The Air Pro Master was scheduled for November 1, between 10:00am to 2:00pm. On November 1st, Air Pro Master showed up just to check on the water heater and took some information about the old water heart tank; he then told me that the water heater is still under warranty and he will pass the information to Air Pro Master and to get the authorization from AHS. On November 2nd at 1:02am, I received a call from AHS stating that they have approved the replacement of the water heater and that Air Pro Master has been notified. I called Air Pro Master but I was told that they have not received the authorization from AHS. Air Pro Master called late in the afternoon on November 2nd, stated that they received the authorization from AHS and the earliest time they can come was November 4th, between 11:00 am to 2:00pm.

My complaint is why it took four (4) days before my water heater was replaced when normally it only takes a day or two. Also, I was told by Air Pro Master that my water heater is still under warranty. If it is still under warranty why did I have to pay $75 service fee and another $185 for permit, exchange, labor and disposal?

If you wish to contact me, I can be reached at cell phone [protected] or email me at al.[protected]@gmail.com.

Respectfully yours,

Al Labrador

Good day,
My name is Maxine Johnson. I am an elderly woman whose health is not in the best condition. My contact number is [protected]. My claim number is 6858665. My address is 148 Crown Lane / Madera, CA 93637. Sorry I do not have my actual insurance policy number on hand. The number attached to the policy number is [protected]. But please call me on [protected] to address this matter. On or perhaps before 10-28-2019 I called AMERICAN HOME SHILED to advise them my garbage disposal was not working. I was told someone would contact me in a week to schedule an appointment. It is now 11-22-2019 and I have yet to be contacted. Nor has anyone visited my home regarding this matter. I called AHS on 11-16-2019 for status update. I spoke to a supervisor named Derrick. I explained the matter to him. He advised someone from LOWE'S was to contact me. I advised him no one has. Derrick tried to contact LOWE'S while I was on the phone, so he said. He advised he would follow up w/me on 11-18-2019 as he was not able o speak w/anyone at LOWE'S. I called AHS on 11-19-2019 to follow up w/Derrick as he did not call me back as he said he would. Derrick was not available so I spoke w/someone named Dalton. Dalton told me LOWE'S was requesting more fees in the amount of $88. Dalton advised the fees were paid and that someone from LOWE'S would contact me by 11-21-2019 to schedule an appointment for a new garbage disposal. I called AHS again as no one called me on 11-21. I spoke to another supervisor named Virginia. I explained the matter to her. She said she would contact Lowes to find out status and would call me back. She never called back. I called AHS again today, 11-22-2019. I spoke w/yet another supervisor name Rico or Richard. He advised they're just waiting for Lowe's to contact me to schedule the appointment. I advised him that is what his office has been telling all week and no one ever follows up w/me or LOWE'S. I asked Richard to give me the number to LOWE'S. I called LOWE'S at 888-343-6463. I spoke to Jason. Jason advised he will call LOWE'S store to find out the status and will call me back. We will see if he does. It's been nearly a month since I requested service on my garbage disposal. Thanksgiving is coming up and I do not have a garbage disposal. So far I've spent approximately 4 hours or more away from my job duties trying to get AHS to do their job. I am paying them a monthly service and I pay a service fee for each call but yet they are not honoring their portion of the contract. They are in breach of their contract. I am requesting compensation. Thank you. I can be reached at
[protected]. My daughter Tonya Johnson is quite familiar with this matter. She has been the one making the calls as I do not have the strength to do so. Please contact her at [protected]. Thank you.

We have had AHS for years. My top oven started locking when I was baking, not allowing me to open the door, hence burned food. AHS said unit needed to be replaced. Offered me one option (most options were one oven, not the double ovens I have). Option I was offered did not fit cabinet. I was told to search Whirlpool.com and Sears.com. I had to do the legwork. Ok. Sears doesn't carry Whirlpool. Found a unit on Whirlpool site and called AHS with information. I was told that they don't deal with Whirlpool. Huh? Why was I instructed to research those sites? I was told they can get the unit I found elsewhere but my out of pocket would be $326. The unit on the Whirlpool site was only $115 more than the cash in lieu so why would I have $326 out of pocket? I was told I had to take the cash in lieu. Representatives were rude and condescending trying to make me feel like I interrupted their coffee break. Tried calling to be put on hold for 30 plus minutes. Everything took place via messengers. Asked for corporate information so I could file a complaint only to be informed that they don't provide that information to their customers. Stay very far away Rom Ahs. Sham company with horrible customer service.