American Home Shield [AHS]
reviews and complaints

On 09-13-19 i called about a broken air conditioner the service rep told me i have to deal with it for three days. I explained i live in Florida and can't wait three days for repair. Rep said sorry i then said if you can't help me the cancel my contract. Two minutes later he said can't help but did cancel your contract. I called a company they arrived in twenty minutes and i had to pay over three hundred dollars. So angry.

1. I wouldn't have thought it would take that long each time to get to customer service. Average calls in about a dozen calls I made worked out be at least 30 minutes and most agents did not call back if the call dropped or cut off. Understanding the english language also seemed to be a problem. 2. They initially gave me a contractor who had so many bad reviews who just ruined my entire day to reschedule where I had to take additional time off. When I complained to ahs, they did nothing to ensure better service. 3. Misleading - it took me a couple of calls to ahs before I committed to them. The customer service person also stated that if I recommended other people to join, both of us then would each get a $25 give card. Upon my recommendation, my neighbor joined and as requested by ahs over the phone, my neighbor gave my contract number to action the gift card. It was over 6 weeks and today upon calling ahs, I was told that they would not be giving us the gift cards because somebody did not write in in the notes. No big deal as it was not worth my time to pursue a little gift card. They have the calls recorded... I might be making it up they say.
4.in the first week of september, ie after the requested service was completed by the second contractor assigned, I get an email from ahs and then a call from the initial contractor that I moved away from stating that they would be coming on the 14th of august to fix my ac. I think both ahs and its bad rated contractor were day dreaming.

Save your money. My A/C broke and they charged me $75.00 plus they don't cover Freon (the unit is older); so I paid the whole cost.

Then our oven broke, 5 weeks to repair it after calling 10 times. Then the oven broke again. I am on 3 weeks without the oven. During one call they said the part is ordered, now they are blaming the technician. They use third part companies to do the work so they have zero control over the work. Save yourself, hire someone else if you need this type of coverage

I called several times about repair nothing got done no request was met took my money avoided me well now it cost me 8, 000 dollars to replace unit cause of fault of american home shield not doing there jobs I live in fl in manufactor home it gets hot they hung up as I continued to call was rude to me I need you to call me [protected] I had tech from another company said unit needs replacing inlay faithful for this service I want refund for new unit in form of check for $7, 944.00 for new unit also cost me my job I want my funds replaced ty

I have had AHS service technicians in my attic twice in the last week to check my fiberglass ducts. They submitted reports to AHS and I was denied service because they said the ducts had been broken by someone who had been in the attic. The only people in the attic were me and them The second service technician did break one because they are so worn out that when his ankle hit one as he was walking over it, it split in half. That's wear and tear which is supposed to be covered per the contract which I reviewed.

I have talked with three supervisors and they keep saying nonsensical things about strangers in the attic breaking the ducts. I'm trying to reach the "review desk" which was voluntarily set up by them after they lost a consumer fraud court case a couple of years ago. If you have any information on how to contact the review desk please let me know and in the meantime please submit this complaint to the company on my behalf. Michael Schunk [protected]

I contacted service around 12:30pm today after I had paid $100 fees for someone to come out. A service contacted me they are booked and cannot help me until 3 days later and told to contact American Home Shield worst mistake I made to purchase a plan with them. Around this time it is 3 hours of waiting and no one helps I am told wait 4 more hours and if no contractors contact me then I can select any contractors I want as a Plumber except for the four listed in Plano. Now it has been 5 hours and 40 minutes, no service contacted me.

The representatives are lack of caring about the customer concerns. They are also lack of professional skills to solve problems for customer. They dont have a good and efficient communication with both customer and especially their contractors even the supervisor/manager level and just want to get rid of customer when there is issue. They wasted my 1 hour waiting and wasnt really helpful or supportive on solving my problem. All they did is asking me to hold and causing unnecessary stress for a pregnant woman and nothing fixed or even slightly changed at all.This is the first and also the last time I have business wirh American home Shield

Submitted order for AC repair. Tech said it's gone so AHS is replacing but you won't pay for the parts needed to install. That is wrong. I work for Coldwell Banker and have purchased many warranties for my clients: I'll never purchase one again!
You are weaseling out of paying what is covered according to the contract but you still won't pay. I'll spread the word to all the agents in our 7 offices that you don't live up to your hype because that's what it is. You used to do the right thing (I've been an agent for 20 years).

Also, I've been sweltering in over 100 degree temperatures feeling very unwell.

Step up and do what you should have done in the beginning.
Very DISATISFIED Customer.

Date started: 07/09/2019 continued until 08/28/2019

07/09/2019 my A/C went out in my home. I contacted AHS for service, service provider never called to set up appointment so I tried on numerous occasions to contact the provider but was unable to when I called AHS to get another provider the customer service rep refused to give me another service provider stating that I had to wait and give the service provided a chance to contact me. The temp outside was in the 100's. I was able to finally get that resolved, the provider showed up the next day and said that the issue with my A/C was a clogged drain, he said he drained it and the system was back on and working wihtin 15 minutes. AHS did not charge me the $75 fee due to the issue I had with customer service not wanting to provide another serviice provided.

This brings me to the issue now, it's 8/26/2019 I called in my A/C once again to AHS because I noticed the same issue with the system as I was having previuosly. AHS gave me the same service provider the only difference this time AHS schedule the appointment for the service provider to come out for the next day which would be 8/27/2019 between 8 AM and 5 PM. I arrange to be home from work so that someone is home to have the repair done. I waited all day and no service provider showed up. I call AHS at 5 PM to let them know the provided did not show and was told that they would contact the provider and have them call me and reschudle for the next day. When I requested a new service provider I was told by AHS that would not be possible that I would have to call back the next morning and request a new provider. I called AHS on 8/28/2019 and ask to cancel my contract with them and was told that I would be charged $55.oo fee to cancel on top of the %75 fee that my account was debted although the service provider never showed up to proform the service.

To get my A/C fixed I called another company to come out and repair the unit. It was never a clogged drain, it was another problem and because AHS would not provide me with another service provider to start with it cost me additional monies because it was not serviced correctly the first time.

Request to have contract cancelled
Request refund of $75 service fee for service that was not provided

This is not the way to treat your paying customers! This is not the way to treat anyone. This warranty is totally useless and not worth the paper it is printed on.

Shawn Goodwin
[protected]@sbcglobal.net

AHS denying my claim for my Hot Water Heater after effective date of my warranty!

They claim it was a pre-existing condition when everything was working fine until it wasn't. Renters had to be moved to another unit after the effective date of my warranty due to no hot water! So, even though such contracts have a 30 day "waiting period" after signing up and paying for the contract AHS says they can still deny claim when a covered item goes out after effective date! I don't think so. Plus, you can never talk with anyone in the US! Called 4 times to talk with people I cannot understand in the Philippines! They can't find supervisor and they cannot transfer you to the US! Last call was simply dropped and do you think they called back! Of course not! In the meantime I'm loosing rental income due to no water heater! Worst company ever! Mike Johnson. Atlanta

I have appliance insurance with American Home Shield. On July 31 I paid an additional $106 for a technician to go out to check the dryer because it was leaving orange marks on the tenant's clothes. I was advised that a part was being ordered, however it never arrived. I called on August 19 to find out what was going on. Apparently the home warranty company declined the purchase of the part. The drum of the dryer is rusting which is causing the orange stains. Due to some small print in my contract, apparently this falls under "cleaning of an appliance" and is not covered under our warranty. I spoke to a supervisor and then a supervisor's supervisor, to no avail. I spent 45 minutes on the phone with them trying to resolve the matter. Then I tried to cancel the insurance because of the lack of service. I have to now pay a $59 cancellation fee too. I am very frustrated and disappointed with American Home Shield.

The repair man came to my house and stayed 15 minutes. The first fan blows no air down. You can flip the switch to forward and reverse. The blades move but no air flows down. He didn't even touch the fan. He said the fan still works mechanically so it will be denied.
The second fan wobbles like it's about to fall down. He touched that one at least and determined a blade was bent.
He said that will be denied too because the motor still works!
I can't explain how pissed off I am right now!

My complaint is American Home Shield or the company contracted to repair my air condition unit has ever contacted me concerning repair of the unit. On July 23, 2019 I put in a request to have someone come look at my air condition unit due to the fact it wasn't cooling. They came and put in a new capacitor and was gone in 30 minutes. I called back the next morning because it still wasn't cooling and Next Generation air sent the same people back out and the guy came to the door without me even saying anything and says "I know the fan motor went out. I should have changed it yesterday but I just didn't. A few days went by and my house still wasn't cooling the way it should. Next Generation Air ended up coming to my house 5 times in thirteen days. Within those visits Alvin told me I needed a new unit but couldn't turn it in to American Home Shield because they give companies contracted with them "report cards" every 3 months and if they send to much of American Home Shields money they take them off the repair list. He said we will be put back three months later but he couldn't do that to the company. The when the last guy came he said the people before him over charged the unit putting in too much refrigerant and I needed my compressor replaced and the TXV valve replaced. He also told me the unit was too small for my house but American Home Shield wouldn't replace it. He told me he would turn everything into American Home Shield and Next Generation Air would call me with a quote for a compressor and TXV valve which he knew Home Shield wouldn't pay for. He also said he would get a quote for a 5 ton unit for a 1900 square foot house. When I called Home Shield on August 9th to see if any decisions had been made they informed me that Next Generation Air hadn't given them enough information or accept or deny the claim. They called Next Generation and they stated they sent in the additional information. I called back on the 10th and was told a decision still hadn't been made. Home Shield had 24-48 hours to make a decision and call back on Saturday the 11th or wait until Next Generation Air contacted me. It is now Aug 19th and neither company has contacted me. I had to pay out of pocket for the repairs because the temperature in Texas was over 100 degrees and the inside of my house was 80-84. I think its a shame that companies take money for services they never plan to complete.

From: Elena Yulaeva
3005 Governor Drive,
San Diego, CA, 92122
Plan: #256425142

We are filing this complaint about the decision of American Home Shield to not reimburse a repair of the defective Gas water heater that was installed by their contractor, RITE-A-WAY Services INC.
On October 30, 2013 the RIGHT-A-WAY installed a gas heater that had a missing ignition button. Since the heater was working fine, we noticed this only now, nearly 6 years later when the pilot light went out. The heater is located in a separate closet, so it is impossible that someone accidentally ripped off the button. When we started to look at the manual left by the RIGHT-A-WAY next to the heater, we also found that the RIGHT-A-WAY installed a different (much cheaper) brand of heater. It also came out that the main burn assembly seal was broken.
Reviews of the RIGHT-A-WAY on the internet are all negative, with lots of customers complaining about their dishonesty. We believe that American Home Shield should be responsible for hiring a dishonest contractor that not only installed defective heater, but also lied about the brand.
The RIGHT-A-WAY currently has an "FTB suspended" status in California. However, it re-emerged under a different name ("Plumbers Inc"), and with the same owner: and again, is working as a contractor with the AHS. We learned about it because, incidentally, the AHS sent a plumber from this same new/old company, Plumbers Inc (formerly RIGHT-A-WAY) to evaluate (second opinion) the current water heater problem.
That was after the first contractor sent by AHS failed to repair the problem and wouldn't even attempt to restore hot water. The second contractor (from Plumbers, Inc) didn't attempt to repair it either but instead suggested a needless and expensive control panel replacement. AHS charged us $75 for the first visit, and now demanding an additional $75 for this "second opinion" - without ever warning us about a possibility of an additional charge for the same incident.
After two weeks without hot water, the abysmally ignorant attitude (or perhaps lack of basic plumbing skills) of the two AHS contractors, and no help from AHS, we had to call a local independent plumbing company. They fixed the problem in 10 minutes, installed a new ignition button, and restored hot water - all of this for $49.

In addition to hiring shady and unprofessional contractors, and no warning about hidden charges, the AHS provides misleading information when asked about how to file a complaint. We spoke with two AHS representatives about the procedure of filing a complaint. The first representative gave us the address of the AHS Group in IA. The second representative stated that there is no address to mail a complaint to. Only after we asked her for the badge number (since she didn't want to provide her name), she gave us the address of a Service Master in Memphis, TN.

Because of the inability of AHS to fulfill its obligations under our home warranty, we demand that AHS:
(1) Withdraws the second $75 charge
(2) Reimburses the first $75 charge
(3) Reimburse $49 we paid to the independent company who performed the work that AHS contractors wouldn't
(4) Install a new, not defective water heater

I called with an emergency plumbing and water pressure issue, Friday, August 2. The CSR stated that she would put in an emergency priority ticket request. Water has saturated the downstairs bathroom floor and wall. I was told that a technician had been dispatched for Saturday, and I would be notified of the arrival time. That never happened. I called again for service and clarification. I stayed on the line for 1 hr 20 minutes, and the customer service technician did not value my account and hung up on me Sunday, August 4. My floors and vanity are both destroyed. I asked the question would I have to pay for total repairs for my floor, walls, and vanity? It appeared that she did not understand my questions. No one told me that I could call my own company. She stated to me that I could have an out of network technician, and when I asked more questions she became frustrated and placed me on hold. She placed me on hold and after she returns 20 minutes later she hung up the phone. The second technician stated that someone would be here Tuesday or Wednesday. Needless to say, I am not pleased with your company at all.

I just spent 43 minutes on hold, to be hung up on by the rep. Called back to spend 48 minutes on hold, to be hung up on. All the while being told that I wasn't ever going to be able to speak to a supervisor. Your "Escalation Department" hung up on me for an issue that has happened four times without completion. Your company does NOT care about customer service and is continuing to allow mold grow, a sink leak, and a cabinet be completely ruined without care for process. I will post this to every platform you have, file a complaint with the BBB, and continue to call until may problem is solved.

Today I called and said my circuit braker keeps turning off and turning off the airconditioning. The AHS Associate, Jorgie, said that in that case they would open an order for an electrician and they could determine if it was airconditioning. I stressed that two occupants in the house are disabled so we need service today because of the air conditioning turning off. She said she would note that. When the electric company called to set an appointment they said that nothing was noted about it being urgent. Jorgie at AHS did not care enough to mark the matter urgent.

I called AHS again. AHS Associate John, answered and I explained that it was urgent due to air turning off and he said there was nothing he could do. I asked for a Supervisor. He put me on hold twice and said that they would have someone out today. I asked if it was the same electric service company and he said yes. After a few hours passed I called the electric service company and they said that no one had contacted them to make the request more urgent. John at AHS lied to me.

I called AHS back again. AHS Associate, Amy, answered the phone. I explained the matter. I explained what had happened with Jorgie and John. I again stressed that I wanted a Supervisor. She said she would try to help me. I said no that I wanted a Supervisor. She said their system was down. I said I still wanted to talk to a Supervisor. She said she would put me through to the Esclation department. She put me on hold then asked for additional information to confirm I was me. She put me on hold again. After about another 5 minutes on hold she discontected the call.

This reflects no customer service and very poor management. I am still sitting here praying that my air conditioning will not turn off. Summer weather in Texas is brutal and waiting a few days is not acceptable.

Sure glad I have not had to contact American Home Shield often.

In the past then I schedule service calls via telephone I encounter customer service reps with accents that make the call difficult. My last call made me furious, encounters with customer service should be helpful. I spoke with a representative 21 minutes to schedule service, repeated same thing over and over to be clear and it still was not entered correctly on my work order. I ask that AHS please listens to the call and get the representative proper training no one has time to waste and I feel under valued as a customer. It's important work orders are correct or the customer ends up having to pay for another visit.

I have called 48 hours ago about a stoppage in my pipes inhibiting the use
of two toilets, tubs and sinks.
On Sunday AHS sent a company out that did not dislodge the blockage and
also broke the toilet bowl with the snake machine.
I have been on the phone for two days trying to get another company to come.
My calls go to the phillapines and the phone reps can not understand English
or speak english.
We are 4 adults in the house and two grandchildren ages 2 and 4. My daughter in
law delivered a baby tonight and the children are with us.
At 3:30 Monday, I was able to finally reach a rep in the states who tried to help me
but could not get anyone here to fix the problem. They offered me a hotel room but
that is not feasible with two little kids etc. I do not understand why you could not
go out of your vendor pool of plumbers and get a 24 hr svc to come instead of paying
for a hotel room.
Ive been with AHS for over 10 years. This is a disgrace and inhumane to leave a
family without plumbing for over 48 hours, not to mention the hours I lost today from work trying to call non stop to get someone to help.
I expect a call asap [protected]

1st call resulted in an air condition contractor contacting my wife over the plumbing issues reported versus instructions to contact the home owner. The work order for plumbing was canceled without notice. 2nd call committed to setting up a work order but failed to follow through and refused to provide an email of the work request. 3rd call 3 days later resulted in refusal to forward my call to a manager for account resolution and again refused to document any action on the nsubject.in the end I had to call the plumber and schedule service a week after the initial complaint ref260639692