American Home Shield [AHS]
reviews and complaints

Service was to start on 10/01/2018. I get a Your Payment is Past Due notice. I called and was put on hold three times for a period of 10 to 15 minutes each and no one answered. I finally called a different number and got someone to actually talk to. They told me there wasn't enough in the checking account to pay. I verified the account ant there's more than enough to pay for their service on the monthly basis. I cancelled them because of their stupidity to get things right. Terry Livingston.

MY a/c was repaired on May 24th 2018 for leaking coils which froze up the unit I paid $700.00 to refill the Freon back in it. 4 month later and it freezes up again. I contacted AHS and they sent the same company out who stated the coils are leaking again but this time worse. The ac company stated he would have to re-seal the coils and pay another $550.00 to repair it but cannot guarantee it will leak again. I try to tell a supervisor from AHS but they told me to fix it again and see what happens. I told them I am not paying anymore money out of pocket since they refuse to replace my unit. They hung up the phone on me. I have called back numerous times to get a hold of a supervisor and they refused to transfer me or just hang up the phone. I contacted Corp dept. and cannot get a hold of anyone.

When a person does not renew a policy it is canceled. I told my bank to stop payment on my policy because it was due to be renewed (I did not renew it). I tried time and time again to call ahs to cancel my policy but got nothing more than the runaround. They are more than happy to send a customer to a nonexistent person who will be glad to help but there is no such person, it literally takes an act of god to get out from under ahs. When my policy was due for renewal I did not call ahs and renew it, so please tell me how I can have reoccurring charges for something I never asked for? My policy ran out, was expired and I thought that was the end of it, I did not call for a renewal! The website absolutely will not show a person how to cancel online, this is a scam and I am not going to be a victim.
How can ahs keep trying to run the monthly payment through my bank when I never renewed the policy? I am accused of being delinquent and ahs has the nerve to send this so-called delinquency to a collection agency and destroy my credit. I am contacting the attorney general about this underhanded business practice. I will not go quietly, so you had better contact the nationwide credit inc, and fix this!

When I need to get in touch with AHS they never answer their phones. I had a problem with my home that I wanted to see if it was covered and I called them for a week with no one ever answering. I finally had to pay for my repair out of pocket ($3, 700). At that point I tried to cancel my service. Still no one answered. I finally got through on the number for submitting payments. That person took my cancellation. As of yesterday (10-2-18), I received a letter from AHS saying they may turn me over to a collection agency. So for the last 2 days I try to call the 800 number on the letter but no answer. I'm very upset with this company and so very frustrated.

Sincerely,
Karen Hickox

Filed a claim for my ac unit to be repaired, the contractor said the compressor needed to be replaced. when they came out to install it, it was the wrong one so they had to reorder which was supposed to take up to 3 weeks.. it's been over 2 months with no new compressor and no word from the ac company. When we call they say they're still waiting for the compressor which in my opinion should not have taken that long and should be expedited if that was the case. I have a newborn and a toddler and have the malfunctioning ac running and it has cost me $400 electricity bills each month for 3 months because of the compressor not working properly. They sent out a shady contractor that was charging us $840 for refrigerant and other "services" that weren't covered, we denied and then they said they made a mistake and brought the price down to $540. So if we would've agreed 30 seconds prior they would've robbed us $300. Yet AHS won't let you choose your own contractor. I've been calling AHS and they say they'll return my call which doesn't even end up happening. Both the ac company and AHS are beating around the bush and with the accumulating expenses and fees, I could've just purchased a new unit. This company is ridiculous I would never recommend it, not even if the contract was free.

I contacted a representative on September 15th concerning my microwave. I was told a technician from Sears would come to my home to check out the appliance on September 18th. The technician did come as scheduled, but there was a problem. He said (only after I asked) that the panel in the microwave was bad and General Electric no longer carried the part and I should contact American Home Shield for further information.
I received a voice message from a representative saying my claim was denied because according to Section F-4 of my contract (number [protected]), counter top microwave is not covered. The technician never moved the appliance (had he done so he would have noticed that there is no visible outlet where the microwave is housed and the end of the electrical cord to plug into the outlet is also not visible). I again contacted AHS on September 20th and was told I could get a second opinion, so Baskett's Repair was contacted, and I was told they would contact me within 24 hours. On the 24th I again contacted AHS, since I had not heard from the contractor, and was assured that he, the contractor, would come out on the 26th. Since I heard nothing from Baskett's Repair, I again called AHS on the 26th and was again assured that the contractor would call me to set up an appointment. I still haven't received the call. What can be done to resolve this issue. Thank you for your consideration in this matter.

American home shield had one of there contractor come to my home to work on my refrigerator. a part had to be order still waiting one and a half weeks.i call the company they said there waiting on a approval from AHS. the company has the part that need to be installed what needs to be approved? I will no longer be a customer of AHS. feed up.

ATTN: Mr. Rex Tibbens President and CEO

AHS sent a plumber to evaluate my problem in April 2018. After several calls to the plumber to schedule appointment to perform the work the plumber said was approved I telephoned AHS. I learned the plumber had not submitted an assessment contrary to what I was told. AHS attempted to reach the plumber. AHS said they had to give the plumber a chance to respond. AHS then sent an email and again no response from the plumber. Several weeks later I was referred to a new contractor who did repairs. I paid $270 extra for modifications not covered by my warranty. The new contractor knocked out parts of the wall and left an uneven opening. I was told by AHS they would be sending someone out to close up the holes in my wall to a rough finish. I was told they had contractors that could and would be doing this work after the repair. AHS has not contacted me by email or phone. My frequent calls have resulted in learning they will not pay for the holes to be closed but will give me 180.00 to have the work done. I asked for this is writing twice but have not received anything. I told them I wanted for them to do as they promised and arrange for the holes to be closed per my contract. I have an estimate for 600.00 and a second estimate for 725.00. The plumber did not leave clean openings and damaged the frame work around part of the wall. AHS is one the largest company of its type and has the power of volume in their favor, I can not negotiate the rates they can. It has taken several months to get a proper plumber because the first one refused to follow through and refused to respond to AHS, This is customer service at its worst. I was also told that the offer of $180. was for one opening, and when I explained that there was two openings, the representative said it was based on one opening. After being on hold for approx 45min, she came back and said that the offer took into account both openings. I requested more information in writing but almost a month later I have not received anything. I need your assistance.

AHS sent two different companies to service my AC units. The first company sprayed my condensor with my garden hose and left. It never worked the same as before. The second company came out and overcharged both of my units with 8lbs too much of refrigerant. This resulted in a me having to call a company for emergency service on a Sunday. This was $1209.00 which AHS is stating that they will not reimburse me for. And lastly, a gentleman was scheduled to come out to repair my dishwasher. The gentleman was kind, courteous and actually knew what he was doing unlike the first two contractors. Unfortunately he could not fix the problem that day and had to order parts. That was over a month ago and now I cannot get back in touch with AHS to reschedule that appointment. I have called 41 times to be precise and stay on hold each time for over 30 minutes. DO NOT USE THIS COMPANY.

I purchased a policy almost a year ago with the septic option. I asked the very specific question if it came with a routine pumping and was told it did. When I recently called to get one, I was told there had to be a blockage involved, and it's not routine. I was lied to by your salesman. We went with your company for that reason. Also, months ago, we called for AC service. The tech said that it's would end up costing us close to $1000 our of pocket to fix. We thought that sounded high, so we called someone local. They fixed it for us for around $250. We couldn't be more displeased with your company and will never work with you again.

AHS OWES ME $120 AND, VIA THEIR GROSS IGNORANCE, IS FLAT-OUT REFUSING TO HELP ME. A LETTER TO MR. REX TIBBENS IS INCLUDED IN THIS MESSAGE. AS FOLLOWS:

MR. REX TIBBENS
PRESIDENT AND CEO,
AMERICAN HOME SHIELD
860 Ridge Lake Blvd., Ste. 101
Memphis, TN 38120

REF: COMPLAINT LETTER, AHS,
RUTH E. WEBSTER, CONTRACT NO. [protected], 3839 Mahogany Cove, San Antonio, TX, 78261.

Dear Mr. Tibbens,

I am writing to you as a very last resort. Please allow me to explain:

On September 4, 2018, A-US Air, American Home Shield contractor, came to my home to repair my Central Air Conditioning. I authorized American Home Shield to take the $75 fee from my account on the day of service.

Unfortunately, A-US Air ALSO took a $120 out of my checking account - the $75 fee plus $45 for Freon. American Home Shield has TRIED to tell me "the $120 charge was for Freon." My air conditioner does NOT hold 12 pounds of Freon, sir.

I KNOW what a 5-lb. canister of Freon looks like. The service technician brought in a 5-lb cannister of Freon ONCE, told me "the Freon Charge is NOT covered under my contract, " and said he put "about $10.00 worth" of Freon into my A/C unit. My contract DOES cover $10 per pound for Freon, so the ENTIRE $120 charge by A-US Air should be refunded to me.

I have contacted American Home Shield at least six times trying to resolve this issue and get the $120 overcharge REFUNDED to my account. It is NOT my responsibility to exact a refund from A-US Air because they were HIRED by American Home Shield. Even so, Mr. Tibbens, I have TRIED to contact A-US Air at least 20 times, only to discover that the phone they list in the Yellow Pages is ALWAYS off the hook!

On Friday, September 14, 2018, I once again contacted American Home Shield for assistance in getting my money back. After waiting on hold for about one hour, I was connected to "Jessica."

I informed "Jessica" I could PROVE I had paid A-US Air $120, in addition to the $75 I paid American Home Shield for this service, and FAXED this proof to "Jessica, " and was told "her Supervisor would look over the FAX, approve or deny it, and get back to me."

I never received a call back on September 14, 2018. I figured NOBODY at American Home Shield would EVER call me back, because your company is notorious for NEVER returning phone calls.

So, this morning I called American Home Shield's Billing Department. I was not impressed with the response I received, i.e.:

1. "We can't find your Contract Number in our system."
2. "Are you SURE you have contracted with American Home Shield?"
3. "We have NO record of ever having spoken with you regarding this issue."
4. "YOU should have contacted A-US Air about this."
5. "Well, you should have called Customer Service, so I will switch you there now."

I was sent to Customer Service and placed on hold for more than 45 minutes before I gave up and disconnected the call. The total time of this call was 1 hour and 31 minutes, sir.

Mr. Tibbens, I am a Permanently and Totally Disabled Veteran. I live on a Fixed Income. My budget is something I manage VERY CAREFULLY, and I do NOT have extra room in my budget for a $120 Overcharge that, via one runaround after another, American Home Shield is REFUSING to resolve by refunding my money.

Sir, $120 represents TWO WEEKS of GROCERIES! AHS has refused to help me at every turn. And, I need MY $120 back as soon as possible.

Again, the total lack of service in resolving this issue is EXACTLY why I am contacting you now. I greatly appreciate ANY help you can provide. I can be reached at either [protected] (Cell) or [protected] (Home), and my e-mail address is [protected]@gmail.com

Sincerely,

(signed)

Ruth E. Webster

Lowcountry's Best Heating and cooling came out twice in July and they did not know what they were doing. I was charge $90 for Freon. On 9/10 my ac stopped working completely and still have been without ac since. I was charge another $75 for the same issue when I'm only 2 days off from "60 day". I've had to call every day for a update on where you are at with the approval to get this fixed and still no one is able to answer me. I've been living in 90 degrees plus in my house. I'm not sure why something urgent like this would not be address right away. I've had nothing but bad experience with using American Home Shield. Every time I call it's hard to understand the workers on the phone to be able to get through. The waiting times on the phone have been over a hour each time. This is already inconvenience with no ac but to take time out of my work to call and wait this long to get answers from AHS which are answers that are giving me the run around or unsure even how to answer is very unprofessional and putting stress on me with my work and home life.

I have called for A.C. service and have gotten a total of 4 vendor companies from AHS that contradict each other and have not done any repairs. I have paid the service call fee of $75 to each and my A.C. has not been repaired. 3 out of the 4 companies have suggested a new unit for about $9, 000 with financing available of course.This weekend I hired an independent contractor and he had my A.C. unit running with in two hours and cost me only $230. I called to cancel my policy and have been transferred back and forth from department's with no cancelation done. Finally it took over 2.5hrs on the phone trying to cancel and the cancelation rep was very rude... do not hire this company as it does not deliver their promises

on friday 8/31 i requested service, AHS tech came at 1500 and did snake one drain, not main line. he said it was cleared. when i got home at 1600, i attempted to wash clothes, back up remained: water flooded up through both bathroom showers and toilets. i called AHS and asked for help, agent said she couldnt do anything, i had to call the plumbing company who handled call... that company was closed, AHS agent did not offer additional help.. i had water pouring all over house. being a holiday weekend- this was unacceptable! i could not wait 5 days.. i had to call roto rooter and pay 500$ out of my pocket.. again not acceptable!

My refrigerator broke in July 2018. AHS arranged for a repair person from Holiday Business Group to come out on July 26th. He said the problem was with the compressor. He did not have one that would work on the truck with him. Therefore, he will order one and HBG will set up another appointment to install it. The same repair person came back on August 3rd, and unfortunately after working for about an hour said it could not be fixed and AHS would be in touch with me to replace the refrigerator. Within a week AHS provided me with an option of refrigerators to select from and I accepted the recommended model. I was contacted by a delivery company and the refrigerator was to be delivered between 9 - 2:30 PM on August 16th. I waited all day and no delivery occurred. I called the delivery company- they said the refrigerator was not delivered to their warehouse so they were unable to deliver it to me. I contacted AHS who said it was delivered to the warehouse, but the delivery company could not find it so they would look in to it. I received a call from the Forward Air Delivery Company and they said they would deliver my refrigerator on August 30, 2018 between 9 - 2:30 P.M. I called them on Aug 29th just to make the delivery was still scheduled and it was. I waited all day and no delivery occurred. I called "Forward Air" and they said they did not have the unit. I asked why they scheduled the delivery if they did not have the refrigerator. They said the initial refrigerator was damaged, and the replacement refrigerator had not arrived. I called AHS and they put me on hold, and called the delivery company. The AHS person said the warehouse had the refrigerator but could not find it. I asked if I could have "Payment in Lieu of the refrigerator" and the agent said no, because I had not requested that initially. I asked to speak to a supervisor but they would not let me. I called back to AHS and explained the situation and the agent said it was my fault that the refrigerator was not delivered and refused to let me speak with a supervisor. I've called 3 more times, one in which the agent just hung up after listening to my saga. Several others listened and said they would check into it and call me back, confirmed my phone number. No one has called me back. I still don't have a refrigerator and today is September 4, 2018.

Since the initial call on 3 Jun, 1st svc 13 Jun (diagnosis:Mfr need to look at the refrig); another vendor submitted second order 15 Jun; svc 18 Jun conducted; Sears dispatched 17 Jul and after two visits still no fix. What has to happen for AHS to get involved? There sure quick to snatch that monthly payment out of my bank account. FIX MY REFRIG!

I have been given the run around by this company for almost a year. I pay a $75 copay for visits, only for them to tell me the issue was *cosmetic* and they could to nothing to fix my broken kitchen sink. (the handle kept breaking off, but since it did have a fix, it was deemed a cosmetic issue). Finally the handle broke off. When the 2nd time call plumber came, he was unable to fix it, and requested a replacement. I had to shell out another $75, but at least it would be fixed right? well for $150 i could of just purchased a new faucet. So i went ahead and included the leaking faucets in the upstars bathrooms, and 2 tub diverters. All SHOULD HAVE been authorized. The pluming company finally shows up *1 month later* with 1 faucet to replace, saying that AHS didnt authorize the other work orders. To add to this, they said it was because I requested a pay out for the faucet in the kitchen (we have a MOEN faucet and AHS will NOT replace with a MOEN, only with a building standard quality, when our contract clearly states of similar quality) but yet they could not tell me how much they will pay out for the faucet so that i can make an educated decission...Anyway, WE BOTH called AHS and it turns out they DID authorize the work orders, so we resqueduled the job for a time they can do all 3 jobs at once. Today was our appointment and NO ONE from DIRECT CONNECTION PLUMBING showed up, not even called to resquedule. I called AHS and they cant help, all they said was leave a message for someone to call you back. In the mean time ive had no use of my kitchen faucet, and had water leakage in out bathrooms for almost 2 months. AHS and the pluming company they have assigned to us have been putting the blame on each other, giving us the run arround. I will cancel with this company as soon as this issue is settled. they are not worth it, Ive spoken to my neighbors and they highly recommend other warranty companies.

FRAUD ALERT. Do not use this company. I pay monthly, and paid an additional $130 for a service fee to repair my dryer. After four visits, the dryers is still not functioning and I have called AHS *11* times to resolve the matter - either to have another tech dispatched, have the dryer replaced, and/or to CANCEL my service and I am transferred, disconnected repeatedly. I asked to speak to a manager - they refused. I asked them for another number for help, since they could not help me - they refused. Meanwhile, my dryer has been broken for a month!

A technician came out on 08/04/2018 and told me that it was not cooling sufficiently in the freezer and needed a freeon technician. Awhile later I contacted Antech again wondering when a technician would return. A woman I spoke with explained to me that a new refrigerator would be ordered, delivered and the old refrigerator would be hauled away. I waited 2 weeks and heard nothing from the refrigerator supply company. I called yesterday to find out why I had not been supplied with that information and waited on the phone for over 30 minutes. When it was time to pick up children from school, I asked the call taker, Mark, to please call me back on my cell phone which number I gave him. I never received a call back. This morning I spoke with George at your call center who told me he would put me in touch with the company who would supply the refrigerator. So far I have been on hold for at least 15 minutes waiting for the refrigerator people to pick up. What a frustrating mess!

I contacted customer service today 8/23/18 to indicate the refrigerator at the home my daughter lives in had stopped working I also indicated that she was a single mother with two small children and also had very little money so she could not afford to lose all her food and that the repair needed to be done asap. The girl put me on hold and came back to tell me she had contacted Baskett Repair and he would be out around lunch. At 2:00 I called back to indicate that we had received no info on the repair I told the rep that I was told they would be out today, she indicated that there no notes stating they would be out today and I would have to wait 24-48 hours with no regard for the situation. I asked to speak to a supervisor which she refused to provide she placed me on hold for a long period of time until the call disconnected. I called back again asked for a supervisor and again my request was refused. It was like talking to a robot who could not think outside of your script. I did curse as I was furious and she hung up on me. Completely unacceptable service and once this repair is complete I will cancel my service because I have had enough! You should be responsible for the loss of food which my daughter could not afford. You send all the work to ONE man in this area and he has so much he can not keep up, get some more damn contractors. In addition a company who employ's people who have no one to answer for is only asking for problems. I myself worked in a call center for 10 years and i know you should be able to pull the call, you should be able to see exactly who I talked with and if you cannot you have a problem. Do you not have ANY quality control? I will also be forwarding my complaint to the BBB and anyone else who will listen. My money will be going to a new company which I expect will provide better service. The statement that this company is a top company is [censored].