American Home Shield [AHS]
reviews and complaints

My name is Andrew, contact information, [protected]@gmail.com. On 7/13/2020, I submitted a request to AHS to have my cooktop repaired. A contractor from Amtec Services come to my home a couple of days later diagnosed the problem. I was told the parts for the cooktop would be requested through AHS. In July, when I spoke with the representative from Amtec she informed me that one part came in but the other parts were on back order and were waiting for AHS to provider the parts. Since that time I called weekly after waiting on the phone up to 2 1/2 hours each time just to speak to someone and get told the same thing, parts on back order with no resolution. A couples of weeks ago, around 10/05/2020, I was told by the AHS representative that they would replace the cooktop and they would speak with Amtec since they can't obtain the missing parts to submit the recommendation to replace it. I was told someone would call me back an the next step. I never heard back from anyone and called AHS again and again after waiting on the phone up to 2 1/2 hours with no resolution, just to be told that they have not spoken to Amtec. I called Amtec and they told me that they are recommending that the cooktop be replaced but they stated that when they call AHS parts department they are on hold up to 3 hours. They have left messages for them to returned their call but they have not heard back from anyone either. This has been a very frustrating ordeal. I understand issues with Covid this has gotten to the point of being ridiculous. Some AHS agents have been more helpful then others. I once spoke highly of AHS services but this has given me a difference perspective. It does take much to know if a part hasn't arrive since July that there is a problem and try and be more help to get the issue resolved rather than push me off just to call again and wait again up to 2 1/2 hrs just to speak to someone and get my stovetop repair/replaced. I really need help with this issue I am tired going in circles.

On August 27, 2020 (Thursday) I made a request for service for my dryer. A technician could not come out until Monday so on Friday August 28 I cancel the request. My debit card had already been charged the $100.00 service fee. I was told the money would be refunded into my account in a few day. I still have not received my $100.00 refund, I call AMS several times a week, every time I speak to a different agent and get a different story as to why I have not received my money. I have asked to be connected to a supervisor many many times and I'm always told that no supervisor is available. I've been told several times that a supervisor will can me back and no one has.

We started on 8/20/20. After having our request canceled 4 times in a 3 week period and numerous lengthy on hold waits (45 min +) we finally were told to find a contractor ourselves that would service our area. We had a technician check our refrigerator on 9/10/20, his estimate is $1, 131.66 to repair a 13 year old refrigerator. this information was forwarded to AHS. We have an authorization #26645207CL and 2 phone numbers for the contractor to call [protected] & [protected]). Over the past 2 1/2 weeks he has been put on lengthy hold s only to be told the first number was incorrect and disconnected to just being on hold in excess of 45 min each time. The man has a business and other customers, he is unable to waste any more of his time on hold. at this point we have an authorization and an estimate and AHS refuses to act without speaking to the contractor, who is tired of being put on hold forever. We are now in limbo AHS refuses to call the contractor and if I locate a second contractor he will be also put on hold. AHS has not provided any service, I have done all the leg work and AHS continues to put barriers in the way to prevent the process from going forward.

I have no been waiting for my oven to be fixed for 2 months. Yesterday a tech finally came out to fix it. Replaced something left and then within 30 minutes my whole house was filled with gas. I called him back immediately after getting my 92 yr old grandma and 2 infants out of the house. He told me to call my gas company. We waited outside for 7 hours for the gas company to come and red tag the oven. The gas company is charging me $300 now for this service as it was for an appliance. The tech called me back Before the gas company even came out and said that he was deeming the oven needed to be replaced. I called ahs customer service again today in which they stated my service was complete. Then after I immediately asked to speak to a manager said that there was no manager available and there would be no eta as to when they would reach me. She returned on the phone to tell me that she spoke to the appliance company and they confirmed the oven needing to be replaced but now it has to go through another department to verify it is faulty. I have no way to cook for my family. Have spent hours in the past 2 months on the phone and on hold with ahs and all I want is my oven back.

The company showed up at 10:27am and left at 10:33am and said they do not service zoning for central air, that was the first ac contractors note he left and we showed relaxed heating and air. He left 6 minutes after coming to the door, didn't check, look, go into the attic, on the roof at all (I have it all on video on my cameras) but he got the 100.00 service fee and wrote a detailed inspection report sayin, he found no problem with the ducts and inspected it, he sent this fraudulent document to ahs and they will no give me back my 100.00 service fee I paid. This is fraud, fraud fraud and he is on camera leaving after 6 minutes! I have called and called and been hung up on by ahs and told ide get a call back. And nothing!

We purchased a warranty for our new home and immediately had HVAC problems. AHS was 1) extremely difficulty to contact for support, 2) sent unprofessional people two of two times who said we should expect poor performance, and 3) refused to pay for the service we had done when we finally contacted a professional who found and repaired a leak.

We have contacted our realtor, the Better Business Bureau and the Tennessee insurance board to file a complaint.

I put in a claim to fix a dryer 3 weeks ago. The tech came out a few days after I put in the claim and found that it needed a new part. AHS has been "processing" this part for 3 weeks now and I can't get an answer in terms of when it will actually ship. Once it ships it will likely be another week before it's actually repaired. Totally not acceptable to be waiting 1-2 months just to fix a dryer and totally not acceptable that it's taking 3-5 weeks just to ship out one part! Terrible company!

I have called American Home Shield several times and I am kept on hold for more than 2 hours, this is totally unacceptable to me. I called on 8/17/20 to report a repair and nobody answered the phone until after 2 hours by which I was too upset to talk to them, I just hanged up. I ended up calling a regular repair guy to repair my garbage disposal because I could not get hold of AHS Representative. I paid him $65.

Today 8/27/20 I called to cancel my warranty No. [protected], of course I was put on hold for more than an hour, finally I was put through to cancellation department where I found an extremely rude lady. She asked me the same questions Customer Service had asked me and tried to market AHS to me in order for me to stay with you, this was about 10.15am California time. I asked her for her name and she refused to tell me. I am terribly disappointed with your customer service and that is why I am cancelling. What type of employees to you hire, thy don't even know how to talk to a customer. I have also reported you to BBB, and I would appreciate if you could refund my $39.99 as I did not use your service at all.

A Water Solutions plumbing has been dispatched by the AHS, and the issue is the leaking pipe ( one of the big pipes) The pipe is leaking at the two joints connections, when the toilet upstairs is being flashed. The leak of a minor matter, and I do what I can to keep it under control. The tech was in the rush, told me that he needs to call for approval ( never approval needed in 20 years since I am with the AHS ), said that I will get a call later this day ( no one called) and left. The office phone [protected] is not answering the phone, and no messages ever returned. By contacting AHS, found out that the tech have made said that the pipe was broken ( not true) it's leaking at two joints connections, it's not clogged, and all 3 toilets have good flow. I have initiated conversation through the BBB of Ohio, and tech corrected himself saying that the pipe is leaking because of the house setting. I had to educate myself on this, and 100% sure as can be, it's not the issue. For the big pipe to break in 2 places, the house would have been leaning to one side, and doors and windows wouldn't be able to open, same as doors. We have not such issues, all windows and interior and exterior doors- original ( house is 30 years old) The basement windows open easy, the concrete floor - even. What are my options? I would like to call local plumbing ( with 5 stars customers reviews) and seek their opinion, and then report A water Solutions to the Attorney Generals of Ohio( for fraud), licensing board of Ohio, if their diagnosis would be the leak, because pipes sometimes leaking. Thank you. With respect, Olga Dobrynina AHS contract#[protected]

April 6th 2020, I payed for a service request for my refrigerator and stove.

1. The contractor came out and said the refrigerator may need to be replaced if parts were not available.

2. The called me and offered a cash out.

3. While waiting my refrigerator went out in July.

4. HS told me my stove needed replacing. when I called the number provided they said they would be contacting me. This was July.

5. I lost $400 dollar worth of food and my wife is no longer working due to COVID (UNESPECTED)

6. It have been 6 months with no action on my items.
7. My HS dashboard says both items are completed (LIE).
8. Every time I get someone after hours of waiting, the hand up on me, and never call back.

This is shameful; taking advantage of people during these times is just shameful.

I want the money that I put out to replace my refrigerator and you to honor your advertisement, and fix or replace my stove.

I signed up for AHS in 2018 based on your commercials, I thought you were an upstanding company and that you really cared about your customers and would respond in a timely manner. However, that has not been the case. Mostly everyone I have had the pleasure of speaking with was from another country, hard to understand and did not have complete records or the fact pertaining to my case. I would then be if I could be placed on a brief hold I'd agree that brief hold went from 15 to 30 min and the automatic hang-up. I've been told that the manager is assisting other callers and would call me right back (never receive the call)

I've been trying to get your company to service my air conditioner unit since May 03, 2019 with no resolution to the problem. Not even a call from your office. I have submitted several emails and recently I sent a certified letter to you I verified your address on numerous occasions the insult to me was someone returned it saying address incorrect. Today is July 21 2020, my house is extremely and unbearably hot. I've expressed to your customer service that I'm asthmatic and have other health issues that are aggravated and made worst by the heat. At this point since I can't rely on your company to fix it, I want a refund of all my moneys so I can repair or have it replaced.

Respectfully,

Jacquelyn Sherwood

They send sears out to fix my refrigerator because it is not cooling well the guy came out and said it was the gasket well they order it the second one came out and said that is not right size so he said I will call company to get the right size so he came back in and didnt say nothing went to my refrigerator got up and said just keep the refrigerator close instead of me getting up and checking I check after he left he put the wrong size in anyway try to cover up so I call american shield I dont want them out here anymore. So they send richard appliance out here last wed and they did a diagnosis they suppose to put in report about my refrigerator and I havent heard anything. Now my food is not cooling at all and. I dont want sears out here I need my refrigerator they transfer me to richards you took money out I need my refrigerator fix I need action my number is my number is [protected] please help me

My warranty clearly states they fix any linking pipes. I have a copy of the contract. The representative I spoke to on my initial call clearly state it was covered. The plumber they sent stated it wouldn't be covered without consulting AHS.
Service Professional:
CIRCA MECHANICAL LLC
[protected]
Service Request Date:
07/19/20

I had to pay a plumber to come in my house and repair the issue. They have not offered a refund what a scam!

They stated the link was in the yard, the link was in my house feeding to the yard.

I was with American Home Shield and my A/C unit was not working your firm has a contract with them and was assigned, tech came to my home and said my cooling coil was too small for my system and went outside to call rep at AHS which came back and told me it was covered being installed improperly, they said we will send out another tech for a second opinion but would cost me an additional 125.00. I said I want my own technician which I have been using for 17 years and who has been servicing my systems for all that time. They immediately came over, said that the tech who made that comment was full of sh_ and said that he hears that all the time customers about insurance warranty companies not wanting to cover the cost of parts and services. This is a scam not to pay, and as Navy veteran I am disgusted as to treatment and the fraud tactics your rep at United Air Temps and American Home Shield have set up. Pathetic.

Dino Patelis
[protected]

I called American Home Shield and waited and hour and 15 minutes on the line just get a hold of someone. The representative (Rev) who took my call was incompetent and rude, she got all the info I gave incorrectly. I asked for the receipt of the payment I did, she promised she will send it but after few seconds she took it back and said she cannot send it then released the call.

I sent a request for dryer help on 7-14-20. My appliance repair came to my home and assisted me. My complaint is not with them. My complaint is with ahs. It was discovered by 7-15-20, communication between ahs and my appliance repair that my dryer unit would be replaced and not fixed due to the item being discontinued. My complaint is that I have spent a total of 3 hours on the phone trying to get someone to answer. I am currently on hold for an hour and half with no one coming to the phone. I was told that I would be receiving a check but that I had to call again and talk with the parts department [protected] #2 which is where I currently sit on hold now going on 1 hour and half. In the past I have always been pleased with this company but this time you are at a serious fail... I was told last night that someone spoke to me about the monies on 7-22-20 and I have spoken to no one. So why do we have someone speaking non - truths. I am tired of having to sit on hold for so many hours. I have tried and tried to find a location on the website where I could have checked my status and edited that status to communicate with someone other than sitting here on hold and no one to speak with. Pandemic or no pandemic you should have people working from home that can handle and work thru these calls. Instead I feel like you may have people working for home and they are watching a movie instead of working calls. This is unexceptable. I am so disappointed in ahs. I can be contacted at [protected] or email at [protected]@yahoo.com

This may be my service # [protected].

I contacted American Home Shield on June 1, 2020. A technician came out on June 9, 2020. Parts was order and one came in, but will not fit and the module is no longer manufactured by GE for my model GE double oven a Retrofit was made years ago but in no longer carried or manufactured by GE. In short, the parts that were order, was order for a oven that had the retrofit control and overlay installed and ours was never retrofitted with the module or overlay. I have talked to American Home Shield to no avail-can't get any help. I have asked to speak to a supervisor on three different occasions (3 weeks in a row) and the Customer Service Representative (CSR) says one will call and never do. They did say that they were going to replaced the over but after speaking to the CSR today I am not sure that will happen. My Complaints are:
1. Can't get any help on either repairing or replacing my oven.
2. Customer Service Reps had to understand
3. Can't speak to a supervisor
4. American Home Shield don't care about their quality of service
5. No Complaints department or help
6. American Home Shield is a BAD company
7. From June 1 to July 27, 2020 and counting - Oven not repaired or replaced

Resolution - I just want my oven repaired or replaced
Recommendation - not use AHS

Ronnie Smith
Request#[protected]