American Home Shield [AHS]
reviews and complaints

I have been a customer since Aug 2018 - recently I had an electrical problem with my Hottub - and called and requested service ( yes, this was included in my agreement)

I am very disappointed with American Home Shield - it has been more than a week and they have tried to send contractors to me that have no experience (or desire) to accept the work request...yesterday I escalated to "Raymond #[protected]"
and was promised a resolution -

when I called today I was informed the request and escalation was cancelled - upon requesting the reason - I spoke with a supervisor "JD # 8017103". JD gave me 5 different excuses within the span of our 45min phone call...
#1 previous contractor said I had a portable hottub (Incorrect)
#2 - I didn't have hottub on my membership (incorrect)
#3 - I had requested a whirlpool contractor (incorrect)
#4 - my hottub was outside (incorrect)
#5 - I refused to accept their contractor.

So, needless to say - I am a very unhappy customer and do not recommend them

American home shield complaint

1. I have been with ahs customer for over 20 years for my home warranty
2. The current contract agreement dated 01/25/1019 - please review regarding specific air conditioning/cooler agreement

Covered states:

Ducted electric wall air conditioning system - water evaporative cooler system - cost related to freon recapture - ducted electric central air conditioning system including: condenser, metering devices (i.E. Thermal expansion valves); furnace transition; evaporator coils and drain lines; air handling transition; secondary drain pan and lines; and refrigerant lines are covered.

Your representative told me they would pay only for the evaporator coil.

We contacted another air conditioning service in my area and their professional opinion advised me that most of the parts supplied should be covered.
I am aware that freon is not covered.

Consequently I feel my bill was paid for the associated parts which were overpaid and I request a return of $534.00 for drain pan, master seal and safety switch which is in the covered in agreement.

Please return this money!

I added ahs for our home appliances. Their sales department informed us that they have a separate plan for pools & spa's. They never asked any specific questions. We called out for an electrical issue with the system. Ahs then calls us and says they do not cover for salt water systems. I was surprised that they were quick to sell me a policy without asking what type of system I had. A lot of people in south florida has salt water systems - you would think this would be an important question to ask the consumer. Ahs refuses to refund my service fee saying they have to pay the technician. Yes, they should pay the technician for his service but not at my expense when you didn't do your due diligence when selling the policy. After debating with the sales department, they had the audacity to say they will refund my policy amount and i'm lucky they didn't pro rate it! Pro rate for something they could not cover? Come on ahs! You know that a bunch of bs!
Now, I am out my service fee, a down pool system and have to pay hundreds out of pocket to service my system. Ahs, train and educate your sales people; consumers beware!

I reported problem with my samsung dishwasher on 3/28. Ahs set up the appointment for the repair with sears.
Service tech came out & stated 2-parts would be needed. Sears ordered parts & I had to wait until parts came & 7-days later (4/10) service tech returned to find 1-part not 2-parts. He called his superior (sears) and was told 1 of the parts no longer was made & that ams had been notified & they would be in contact with me about replacing the dishwasher. He advised I not wait on ams to call me but it would be better if I called them.
I have been calling ams since 4/10 & each time I am called, I am told "we need the diagnosis from the service tech (sears) before we can approve dishwasher being replaced. Mind you, I have called every day & I have been given the same message. Now why doesn't someone take the position that the performance of the service representative should be addressed with sears, if that is in fact the situation.
However, I have called sears and have been told that the diagnosis was emailed to ams.
Sears & american home shield are blaming each other.in the meantime I have a 6-year old samsung purchased from sears (6-years ago) that is no good.
As of today, I still do not know what ahs is going to do. Can not get a straight answer!

We had just moved into our home last July and discovered that our A/C only worked in one half of the house. We called AHS, paid the $75, and had one of their contractors come look at our ducting. After his inspection, he said there was nothing they could do. Surprised, my husband and I were dissapointed and didn't accept that. So we called a company on our own for a free estimate and that company gave us some suggestions on what we could do and said it would be $3600. So we called AHS again (which took alot of time to get someone on the phone to get a second opinion), and then the second contractor came out. Immediately, this guy looked at our attic entry and said he would not go in there. Secondly, he lied to his company and to AHS saying that it was no accessible. We've had electricians, my husband and other people go in there so we were upset and didn't understand why this new guy had a problem. So there went our "2nd Opinion" opportunity. When we called AHS to let them know how weird this guy was, they just added them to our do not use vendor list. Frustrated, we gave up hope of getting our A/C fixed until my husband found someone on Home Advisers who could help us. This was a great choice, because not only did he re-do all of our partially "crushed" ducting for $1800 he also checked our A/C unit, added dampers, got air flowing through vents that weren't, and raised a vent in the living room so it would have better air flow. Now our house is livable, but to no help to AHS. If this weren't enough, we had a hot water issue recently and had to replace it, but because there were a few minor things not to code, they guy they sent out wouldn't fix it for us. Again, we ended up calling someone from home advisers to come look at it and he was able to retrofit our hot water tank and replace it with a new one. The only thing AHS gave us money for was the tank. We are fed up with AHS and do not recommend them to anyone. My husbands uncle owns 14 Keller Williams and we let him know to not have his agents refer anyone to AHS anymore. We bought a two-year plan, paid in advance, and we will not be renewing. Ever.

I was with AHS on a rental property I owned for 12 years why? I do not know. I guess I just wanted piece of mind. Which is ridiculous on my part since they only covered a washer in the 12 years! Well when I went to cancel on 3/25/2019 not only were the off shore company taking the calls hard to understand but they lied to me. They told me my credit card information was deleted and I would not be charged again! But they still charged me again! So I called and when I finally got very frustrated I asked for a supervisor. They tried to give me the song and dance of they bill after the month of service and not the month before service. I demanded a refund and he told me I would get a refund within 14 days. I said kindly give me a confirmation # of that he said he could not. I demanded a supervisor and he hung up on me. After calling back and requesting a supervisor again they put me on hold!
Do not do business with these crooks!

I have recently found out that my AC unit was installed improperly from another plumbing company who comes out to do maintenance checks ups. As I am no longer with American Home Shield (home warranty company). I am very upset and overwhelmed as I am coming out of pocket for repairs that should have been done properly my Safaree Air Conditioning Company that was used by American Home Shield to replace my old unit. They were supposed to mount it on a new stand, seal around my unit. I had to install a sediment trap which is a new code requirement. Along with other problems that have been brought to my attention. I wish AHS would be held responsible for the contractor they hire to do the poor patch up jobs they do.

I have been paying to fix this fridge's water leak for a few times, $100 each visit, and each items to fix and it has been happening for a while. I have called several times to talk to a manager but unable to talk until today.
My fridge has the issue again, water leak, and I am not going to pay to come and replace parts each times this happens. It has been long time, and this is just a temporary solution and taking the money.
I cannot afford this $100, each incident to fix and pay the monthly fees $60 also.

Last week also I had the issue with heater not working and today we have to call again to fix a water heater and pay $100 for each visits. Really not happening rite after something fixed and something else broken rite way.

I am asking the management to looking to this, and replace my fridge soon I can. I am not willing to pay the $100 to come replace these going forward.

Ahs contact # [protected]

You can contact me at [protected] or [protected]@gmail.com

Address: 8814 stewart street, cross roads, tx 76227

Thank you.

On 1/29/2019 I had a pipe leak behind my washer and I called AHS. They sent out the sloppiest, most inefficient plumbing company I have ever had to deal with, ANYWHERE PLUMBING. The plumber had to cut the wall in order to get to the leak and of course, he first called in to be sure that it was covered by AHS, which it was.

They fixed the leak. Today is 3/15/2019 and I have called AHS at least twice regarding the HOLE IN THE WALL BEHIND MY WASHER and have not had resolution of this problem YET.

Does AHS hire people to answer the phone who don't speak English clearly on purpose? I could not get the silly girl to understand that I STILL HAVE THE HOLE IN THE WALL WHICH WAS MADE BY THE PLUMBER AS A RESULT OF THE LEAK. She said that AHS had to wait on the plumber for dimensions, then she comes back on the phone and says they needed a DIAGNOSIS!? excuse me? WTF?

I want my wall fixed and I want it fixed by a contractor who is efficient and reliable and takes pride in this work.

I have been a member for many years and this is horrible service.

Called about furnance not working Monday the 25th of February they came out and said they need to order a part and it will be ordered that day and I called the next day and they said it wouldn't be in for 3-5 business days. They said they ordered it on the 25th and then I called Wednesday and they said it wasn't in and it would be Friday the latest. I have been talking to both companies everyday because my service appt was to be escalated because I have a lot of serious health issues and my body doesn't handle the cold or heat like a normal person. So this was supposed to be high priority so they said. Now they say they didn't order it until Wednesday the 27th - 2 days later and was lying to me the entire time. I've had service with your company for so many years and this is totally unexceptable! I will probably be looking to researching other companies. It's unfortunate but with my health problems I need to have my heat and air working and not have to wait 10 days before they even get the part much less when they will scheduled to come and repair it. With the snow and freezing temps is ridiculous and not professional at all. I would appreciate it if this could be resolved in a timely matter! Kim Prim 8473 Sexton Rd. Pasadena Md. 21122. [protected]

I have called today 2/23/19 three times with a first hold time of 1 hour and 10mins to speak with a supervisor to have a representative say he will call me back, which was a plight to start the call over to change my call time. I had a service request back on 9/6/18 to fix my refrigerator that was not freezing or keeping food cold. The company replaced the board. My daughter came home last and all my food was unthawed in the freezer and warm in the refrigerator she had to throw everything out. I am very dissatisfied with this service at this point they want me to pay another service fee for something that was fixed once already and no one is going to reimburse me for all the food I have loss and have to replace. The representative keeps coming back to the phone to keep trying to call me back I am still holing to speak to a supervisor no for 1 hour and 40 minutes. I unprofessionalism of this company is repulsive.

After 3 weeks of waiting for a hot water heater replacement in sub-freezing weather, I had to buy and install everything myself. Now, they won't pay a dime and are ignoring the bbb complaint with no just cause. Simply saying, "we are not obligated to pay anything". These weasels stiffed me $530, plus my time, and monthly fees! Class action lawsuit time, please!

This is probably the worst service company I've ever had the displeasure to work with! I submitted a claim to replace my leaking water heater. They stated that A&S Mechanical (their contractor) will contact me within 24 hours to schedule service. They never called. I called them the next day and setup an appt for the following morning. The guy never showed up, never called to say he wasn't going to show up, and then wouldn't take my call. He just decided that he wasn't going to do the work. AHS dispatched it to the next contractor. They never call, so I call them later that next day, and they tell me AHS canceled the request and put me into que! (?) After waiting on hold twice for 25 minutes each, because the first time I waited, they picked up and hung up on me, they then tell me they don't know why it was put into que. AHS tells me (fourth day in now) that I have authorization to find my own contractor. I do that, and they deny my contractors price! I call them, they put me on hold for 35 minutes only to tell me they put the request back out to the second contractor they originally sent it to. 5 days later no one has been to my house and my basement is just about flooded! They have no concern for their customers nor their property! Ridiculous!

American home shield has a automatic renewal and they increased my policy by 25 percent! Who attempts to take advantage of a person except a scam? After being on hold for more than 4 hours, an agent asked what he could do to retain my business. We agreed on the original policy amount with a credit for the increased billing on my next automatic billing. Fast forward to my next billing and 25 percent increase was charged to my credit card. After an hour this time waiting on an agent, I was told that I would receive a credit for a couple months (sound familiar to my last call?). I requested a cancellation with a confirmation number. The agent would not provide me with a confirmation number but said that I sould recieve a cancellation email within a couple of days. I anticpate having to be out a tremendous amount of work cancelling my credit card by settting up new automatic bill payments with the ulitities and so forth. You should avoid american home shield like a cancer!

I can't get thru to talk to a service professional
In their authorization department.
My washer was deemed "unrepairable"
By technician. No one is willing to complete this service request.

It's been 2 weeks . We've purchased new, waiting for a settlement to pay towards replacement item,

I've waited on hold an average of one hour a day. I've been placed on hold. 30 minutes later, call goes dead!

Does this company stand behind any of their claims.?

Next stop BBB!

Please contact Debbie Blackerby in the San Antonio office for emails and invoice I submitted. I had two different vendors from AHS misdiagnose and issue with my HVAC. After much consternation, I hired a local, reputable firm who found that the issue was a refrigerant leak and replaced the coil. I'm asking to be reimbursed for that cost.

I have all the correspondence and invoice, but Debbie should have as well.

As a professional, I am very disgusted with your company's customer service. I am the vp of client services for the company I work for and ashamed at your company's service. The strategy of being on hold for over one hour every time I call, is it so people will just hang up? As I type this, I have been on hold for over one hour. I had a service call for an electrical issue. The technician came out, I had a emergency and could not be home. Tried to call the technician, number not working. He comes, waits 5 minutes and leaves, I had my daughter there 10 minutes late and he was gone. Does not call me to let me know he was on the way or that he was at my home. Previous technicians would call when they are on their way with any other service calls I have.in the meantime, ahs has removed the $75.00 fee from my account before the service call was completed. He reschedules with me to come back and does not come. Reschedules again and my daughter was home. He arrives, knocks on the door and leaves.
Very upset client and will not recommend your company to anyone.

I reported a leak last Tuesday, 1/2/19 to AHS and was assigned to More Than Plumbing who came out Wednesday, 1/3/19 and discovered they needed to go through walls to assess/repair the leak. We had furniture in the way that we moved. I tried to call AHS for 2 days to left on hold for hours. Finally on 1/4/19; reached the AHS' Authorization Department to inform them that barriers were removed and clear for plumbing work. Had appointment for 1/5/19(no show from company); rescheduled 1/8/19; Plimber came out and informed that they did not receive authorization code due to system being down so they left. It has now been a full week of a leak. Please assist!

We experienced a leaky toilette in the home we recently purchased. The water was coming from under the toilette and damaging the floor. After waiting on hold for over 50 minutes, we were finally connected with a customer service Rep who assigned us a work number and told us that the vender would contact us within 48 hours. Over 48 hours later, we still didn't hear from them and called them once again. After waiting over an hour, I talked with a Customer Service Rep. who asked me if I tried to call the plumber they provided me with. I said, no, I was told that they would contact me. The Rep. told me that she would call them and put me on hold once again. After 8 minutes. she got back on the phone and told me that she couldn't reach them either. She told me that AHS would cancel that work order, run my credit card again, and reach out to another vender, and that if I didn't hear from them within 4 hours for me to call them back again. After waiting for over 4 hours without hearing from them, I called back and was on hold for over an hour. This time I was informed that they scheduled the exact same vendor that was cancelled and that they would contact me within another 48 hours, because the first one was cancelled. When I complained I was told that they can supply me with a work order to give to a plumber of my choice, but I had to follow their criteria. The plumber must be licensed, have workers compensation insurance, have automobile insurance, and that at my expense, they would have to come out and [censored] the job and before completing the work call a number that American Home Shield supplied me with to get authorization, and that if American Home Shield deemed the work warranted, then they would start reimbursement procedures. When I told the Customer Service Rep. that no plumber would be willing to wait on hold as long as AHS requires, she assured me that the venders wait wouldn't be nearly as long as the customer. She said that they would get right in to a representative. I called the number that was provided for me to give the plumber, and the wait time to talk with a representative was over an hour. I have all of this recorded on my phone. I am going to do whatever I possibly can do to see that this company is held accountable. At the very least, they owe my money back that I put out on this worthless warranty. It's not worth the paper it's printed on

AHS states they mailed the funds and received a copy of the cancelled check that was issued as payable to me but then washed and cashed by someone else. My mailbox is a lock and key so this happened at some point en route from AHS using USPS. AHS promised to send me a fraud affidavit and have not. I follow up and they keep me holding for hours, they do not call me back when I put in for return call versus holding and this issues remains unresolved since payment was originally issued in Sept 2018 for 1K that I still have not received.