American Home Shield [AHS]

I thought I had a stoppage in my bathroom plumbing line. I called American Home Shield(AHS) and asked them to send a plumber. I knew that would be near impossible because all the plumbers I had talked to in my area refused to do business with them. At any rate AHS told my they would try to locate a plumber within 2 hrs, if unsuccessful I could use my own plumber. AHS couldn't find anyone. I called my local plumber that I have used for many years. He came out and took a look and told me that I had a breakage under my house due to wear and raw sewage was leaking under there as well as methane gas which is the by product of raw sewage. I called AHS and told them this information. My plumber also called them and spent an hour on the phone with them trying to make them understand the danger this posed to my home and health. He also submitted an estimate. I was told by rep that I would need a second opinion. I agreed to that. She told me she would have to locate a plumber to come out. She actually found someone then. So this guy, Larry, comes out, looks under my house and runs a snake out toward the road. What he pulls out may or may not be a small piece of clay pipe, definitely not roots. He tells me my line is clear and if there is a breakage it should be fine because of the soil around it... really? I call my original plumber to tell him that they had fixed it and that it was just a stoppage. He tells me, no. There are multiple breaks under your house and you are at risk. The second plumber will need to run a camera under the house to see it, not just shine a flashlight. Here is a quote from my plumber" Had a Customer in Rockdale call about a stoppage...Upon arrival I checked under his house to find raw sewage in a couple of major areas...His buried Sewer line under the house was cast iron and falling apart due to "Normal wear"...Suggested he call his warranty Company that he has been paying since he bought his home 15 years ago. They asked me to give them an Estimate on required repairs...I gave them a very low price to replace. They told me they were going to get another quote (normal practice by Insurance Co's) This was not a problem because the Home Owner's other bathroom was working fine... American Home Shield (AHS) called a Plumbing Company (out of College Sta.) to unclog his sewer and paid him $300? Now he has City Sewer Gas in his house! This is a dangerous situation... Methane is odorless, explosive not to mention Deadly. The Plumber only unclogged the line and made no repairs because "That is all they were called out to do by AHS" The Tub/Shower can not be used or water will run out on to the ground under his house. Keep in mind, the home owner originally wanted me to unclog his sewer... until I explained that he would need the Sewer replaced immediately afterwards due to the breaks in his line (Both, above and below ground...and all under his house). That is when he requested me to call AHS. Comes now, AHS is refusing to pay for any more work. Simply because they claim he had a stoppage and now it is fixed? My Customer of several years... is beside himself as to what to do!" I called the second plumber and asked him what he was paid to do at my house. Was it for a second opinion? He got loud and angry fast and told me he was paid to fix a stoppage which he did. I agreed that he did fix the stoppage. But what about the break in my line? He got more angry and stated that " I WAS PAID TO COME OUT, THAT THERE WAS A STOPPED UP LINE NOT ABOUT A BREAKAGE and AHS TOLD THEY ARE NOT GOING TO FIX IT. IT IS OVER, I WAS NOT SENT TO FIX A BUSTED LINE UNDER YOUR HOUSE" and we exchanged strong opinions over the matter. I called AHS and was told by yet another rep that the stoppage was fixed and the case is closed. After reviewing my contract I called again to report a new problem... a break in my line. I was told They'd need to send someone out to check. I told them not to send Larry but then was told that he was the only one they would send or I could pay to have one of my own. So I agreed to have him come back out but this time to look for a break in the line under my house. Did he? No, he promptly told them that the breakage was outside out my home's foundation and there were roots in the line... two thing AHS doesn't cover, mind you, this was after I called him and asked him what he was paid to do. So I get call from AHS and spoke to a rep who said, and I quote, " We will not honor our warranty until you fix the main line breakage" This is not in my contract. No where does it state that repairs must be made anywhere on my property before they will honor their warranty. Be sure to note tha they were involved in a class action lawsuit settlement for breech of contract. The litigation is about not making repairs and replacement per the contract.

Please do not waste your time or money buying or putting your trust into an American Home Shields Warranty.

This is the 3rd time I am having to deal with my home ac. The 1st time they came out they claimed to put a new compressor in the unit. Then a few months went by and the unit went out again. The 2nd technician stated that the original compressor was in the unit still! He replaced it really this time I saw him. That was a huge ordeal itself. Of course no part and then days later it was fixed. I thought it was. This call was even considered an emergency due to my infant. Now it is at it again. Another day off work and another shotty patch job in the works. I would attach pics of the dinasaur but i cant from my iphone for some reason

My air conditioner broke in the dead heat of July, in a home where a 60 year old lives. You'd think this would be a concern to AHS. I went on line which told me to call customer service. I did, 30 minute wait. An hour later I'm still waiting. In the mean time I searched the web and discovered how many complaints there are out on the internet against AHS. I've been with them for 18 years. In the past they were reliable but only for the minor fixes, never had a big urgent fix like this. It seems their customer service is in declined. Given the amount of money I've spent on them and as little in return of service I have gotten back it doesn't make any sense to continue throwing money at something that provides little or no return on my investment. It makes better since to put the same amount of their annual fees in a saving account as a set a side for problems in the home. The money will earn interest. There are referral services such as Craig's List and Angie's list where you can deal directly with the service provider. How often do you really need them anyway? Is it worth the $500+ annual AHS fee? Do the math. Its only unfortunate that it took me 18 years to realize this. Silly me.

We live in tuscaloosa alabama our air conditioning unit went out jun27 2011 till this day we have no ac. we have talked to tech after tech and no results have spent over 600.00 dollars on hotel and food for our four children. We have american home sheild as our home warranty and have been with them for seven years. I have never been so hurt and humiliated in my life

So I am currently on hold for the 6th time in 2 weeks trying to have my pool pump repaired. Needless to say, my pool is green since the water hasnt't been circulating. After 6 attempts and hours of time wasted on hold or sitting at the house waiting on a repair person someone finally came to evaluate our problem. The pool person was kind enough to inform me that I need an entire new pump and that AMERICAN HOME SHIELD refused to replace it. Instead they willl authorize that all of the parts be ordered and the pump be rebulit. ARE YOU KIDDING ME? Waiting on hold for the last 15 minutes to speak with someone.
Also had one of our air conditioning units to die in the last month. Thank God that we have 2 units in our home. That also took multiple phone calls and time to get someone out here. In the end we just paid out of pocket to have our 30 yr A/C replaced. Since AHS was too cheap to replace the unit and continually wanted to make repairs. This company is a JOKE. I wouldn't recommend that anyone use this company. We are cancelling after having it for 6 years.

AHS - CONTRACT NO. [protected]
I called my home warrancy company of 12 yrs .American Home Shield and place an Emergency service call @ 9:05am for my air condition-I informed the rep that my daughter was home sick & the A/C when Out yesterday evening 061211. The temperature here in Houston, Tx is 98+ degrees with humidity** I talked with the rep Donna who assure me that she would Request Emergency Service Today and I should hear from someone within 2 hrs. I called AHS back today @2:01pm talked with one young lady who said there was a Rep named Donna in her department-I requested to talk with a supervisor call was transferred to rep Gwen who said she was in Memphis, Tn. I told Gwen of my complaint Gwen said she apologize & the supervisor would do the same
Very Poor customer service -No one Called me back now I have to leave work to make arrangements for my daugther to go to a Cool Place (she is now having Nose Bleeding)Gwen said same as the other rep Donna someone will call me within 2 Hrs it is Now 3:03pm here and of course the temperature ti Hotter than this morning. Can someone in Management check to assure that this Service Order is being handled timely. I can be reached at 832.259.8307 Thanks..

I recently had a problem with my dishwasher's control panel. The control unit needed replaced. AHS dispatched a local technician from JGG Electronics and Appliances in Pittsburgh. The technician was very rude and had considerable difficulty figuring out how to take off the front of the dishwasher. When I offered a suggestion he became defensive and in frustration forcefully removed the front cover of the dishwasher. Since I had a previous technician look at the issue, I knew that the front cover did not need to be removed. I tried to politely suggest that to the technician and his response was "I got this, I got this" in a rude manner. The front cover of the dishwasher was removed, but it did not allow him access to the control panel unit. After 10 minutes of fiddling around and saying "I work on dishwashers all the time", he figured out that he just needed to remove a few screws and off popped the control panel.

When the technician removed the control panel, he broke several plastic tabs that held the panel in place. I commented on this to him, but he ignored me. When putting the dishwasher back together, he could not remember how to put several of the parts back in the right place. I turned my head for a minute and those parts disappeared, so I'm not even sure he put them back in their proper place.

After installing the new control panel, he asked me to test it and it worked properly. However, the control panel cover was not installed correctly and was loose. Given that the technician was clearly angry at this point, I left that go and he left the premise.

After this experience, I contacted AHS to make them aware of the issue and ask for their advice. They said that the technicians they license are not their responsibility when damage occurs and that I've have to contact the business to seek a damage claim. I explained to the AHS representative that the business was a sole proprietor that ran his own business and that it would mean that the person I'd be calling was the angry technician. I also expressed my concern with how unprofessional, incompetent, aggressive, and angry the technician was and that I wasn't comfortable having him in my home again.

They researched the issue to see what they could do. In the meantime, I contacted the technician to notify them of the problem. I called the company's main number and got the same unprofessional technician. He argued that he didn't break anything and that all those tabs just fell out of the dishwasher. To quote him, "you're wasting my time" and then he hung up on me.

In a nutshell, AHS placed that company on my "blacklist" so that I they wouldn't be repairing anything for me again. Sears was the other company that they contacted, but Sears refused the job. So now there are no other companies in my area that can come out and fix the dishwasher. Yes, you read that correctly, there are only two AHS-certified companies that can fix dishwasher's in the greater Pittsburgh region. Effectively I have a warranty that cannot be used.

Thanks AHS, big help. AHS is an unreliable company that does not protect the consumer and I would highly recommend avoiding this company. Also, I'd recommend against using JGG Electronics and Appliances in Pittsburgh unless you want something more broke than it already is along with a bad attitude.

For over a year of trying to have my heater repaired because of enormous electric bills. I complained to the company but they would continue to send people who did not know how to fix my HVAC unit. I had to get someone other than the warranty people to fix it. I spent a lot of co-pays with AHS but they would not reimburse me any of the monies.

American Home Shield are the experts in how to provide absolutely zero customer service. Their "customer representatives" -- ironic since that's the last thing they are -- are not trained in helping their customers in any way. They are extremely rude, unhelpful, and confrontational. For example, you will hit a wall if you ever try to change the company who was sent out to service you. They pick the cheapest and crappiest companies to do the work. OR, if they claim that something is not covered because it was "installed incorrectly" -- even if it came that way with a new house that you bought -- you're stuck. AHS is not worth a penny. The only reason they can stay in business is cause they have a self-serving relationship with real estate agents that require them to buy warranties for every house that they sell. AVOID them at all costs. We're canceling our policy.

Where do I begin? This company was forced on me when I purchased a home. They went over all of my appliances and agreed to cover everything including my non ducted air conditioner. 5 years, 7 issues 1. Ahs sent out a plumber that was sexually abusive, he chased me around my house until I found myself standing on the front lawn. I reported it to ahs they ignored me. Ahs abused my credit card. Renewed my contract without asking and double billed me. I complained and once again, they ignored me. Ahs sent out a repair person who stated I needed a complete replacement on a covered appliance but he could not recommend it because they would not use him as a subcontractor in the future if the recommended replacement. My credit card expired and my payment was over due by 5 days. Ahs sent a collection letter, yes collection, threatening my credit etc. After I updated my credit card info and paid, they still sent threatening letters. Nearing the end of my 5 year contract I needed service on my air conditioner (The one I mentioned earlier). They sent out a repair tech who immediately said it was not covered, he said there would be no fee and left. Months later I was charged a service fee from ahs. Ahs said even if the tech didn't charge for the visit it they do. 5 years of paying extra fees for a non covered item. Unfair no compensation offered. I complained, once again ignored.

At that point I was finished. I cancelled and paid off the balance of my contract but unfortunately, that's not the end. Ahs refused to give me a paid in full statement and a letter stating I cancelled my contract. I had to cancel my credit card to stop the monthly charges and they absolutely will not give me a cancellation letter. Ahs said that it would automatically cancel if they don't have my credit card # but they do have it and they will renew without your permission. The will not put anything in writing. Weird.

At this time they have the monopoly in this area just like ebay does in auctions but one day they will both be put in there place.

Where do I begin?
This company was forced on me when I purchased a home. They went over all of my appliances and agreed to cover everything including my non ducted air conditioner.
5 years, 7 issues
1. Ahs sent out a plumber that was sexually abusive, he chased me around my house until I found myself standing on the front lawn. I reported it to ahs they ignored me.
Ahs abused my credit card. Renewed my contract without asking and double billed me. I complained and once again, they ignored me.
Ahs sent out a repair person who stated I needed a complete replacement on a covered appliance but he could not recommend it because they would not use him as a subcontractor in the future if the recommended replacement.
My credit card expired and my payment was over due by 5 days. Ahs sent a collection letter, yes collection, threatening my credit etc. After I updated my credit card info and paid, they still sent threatening letters.
Nearing the end of my 5 year contract I needed service on my air conditioner (The one I mentioned earlier). They sent out a repair tech who immediately said it was not covered, he said there would be no fee and left. Months later I was charged a service fee from ahs. Ahs said even if the tech didn’t charge for the visit it they do.
5 years of paying extra fees for a non covered item. Unfair no compensation offered. I complained, once again ignored.

At that point I was finished. I cancelled and paid off the balance of my contract but unfortunately, that’s not the end. Ahs refused to give me a paid in full statement and a letter stating I cancelled my contract. I had to cancel my credit card to stop the monthly charges and they absolutely will not give me a cancellation letter. Ahs said that it would automatically cancel if they don’t have my credit card # but they do have it and they will renew without your permission. The will not put anything in writing. Weird.

At this time they have the monopoly in this area just like ebay does in auctions but one day they will both be put in there place.

Had this company for a number of years. Barely used for repairs. When we really needed them for a replacement sump pump, (heavy rain in area), no plumber responded.After several calls to company, they sent out a plumber that improperly installed a plastic pump(warrantied for 45 days!). The float was hitting the side of the wall. Company would refuse to respond to our approximate 15 calls to them. This included upper management employees as well. Company tried to say we had a "box" in the way, hard to do repair! It was four thin pieces of wood to cover the hole in the corner. Before a plumber was to arrive, we "lifted" off the so called box. It's funny because four years ago, the same company came in and repaired with a good quality pump, not some plastic garbage. Save your money people, look elsewhere for a reputable company. This one went downhill all the way!

AHS contractor, Sears/A&E Tech, installed ill-fitting universal parts which devalues my appliance and my property. AHS does not stand behind the shoddy repair job and their escalated rep, Jason, accused me of "just wanting to get a new appliance." My response, "isn't that fair if you can't get properly fitting parts? And, isn't that what I've been paying you for?"

American Home Shield wants to get out of paying any claims. And Sears keeps closing out the repair order, requiring them to come out multiple times. BTW, Sears people give you attitude. Do not get American Home Shield insurance!

Bought home with this service provided. Furnace went out 12/19/10 - so just a tad cold outside. Called and they scheduled their workers. Told if I don't hear from them in 2 hours to call them back. Well, of course, I didn't hear from them so I called back. I was advised at that time I could get an outside company to repair it since it is the furnace but to call them after I select the comapny for the 'reimbursement procedures'. Made appt., called them back. This person bascially called me a liar that I couldn't have outside authorization and they wouldn't pay. Long story short, went to the 'escalated' dept, where she had all these notes but refused to help and 'apologized for their staff's error in not explaining it clearly to me' but they refuse to pay. Asked for next supervisor and after holding for 17 minutes they came back and said they couldn't get one to the phone and would transfer me to a specific individual and they would call me back. Today is 12/21 and I haven't heard from this person or anyone. So, here I am, on hold with yet another person telling me that all she sees is they scheduled someone to come and that is it. No notes on all the other phone calls or problems so ... you guessed it, they wont reimburse. Onto the next person to argue with!

I had puchased an American Home Sheild Warranty put in a service call and they sent a tech out, he inpsected the unit said it was low on freon, and the timer board was bad. Took all the info and contacted AHS, AHS called me and said they were denying the claim because airhandler and condensor unit was mismatched. The mechanical defrost timer board has nothing to do with it being a mismatched unit. So now I have a unit that ices up on cold night and i have to run emergency heat to defrost my unit at night. What a waste of money, they are a joke.

M a/c quit at about 5pm on a Friday. I called and was told a service contractor would call me back. When I realized that that would not happen until the following Monday I called back and told them that my husband had breathing problems and told them that I would have to go to a motel for the weekend and gave them my cell number.

I was told they would put in an emergency request and someone would be calling me back. That did not happen so I called again the was told that all emergency contractors were busy but that I could call an outside repair service and if they would bill AHS they would pay the charge or if the contractor would not bill AHS I could pay the charge, submit the bill to AHS and they would reimburse me. Not so. They denied authorizing the work. I will definitely be looking for another warranty service company.

We had an In-sink-erator garbage disposal that went bad. We called AHS who sent out a technician who confirmed it was bad and needed replacing. He offered to replace it with a Whirl-away. We declined, saying we wanted the In-sink-erator. Said he couldn't do it thru AHS but could on the side and we could get in lieu cash from AHS. AHS has declined to pay us for the new disposer as the tech was not a licensed plumber(even tho he was good enough to install the Whirlaway). We sent a copy of his handwritten invoice as well as both sides of our cancelled check and have heard nothing. We are filing a claim in our local small claims court.

I have been paying American Home Shield for coverage to my home for 18 years and everytime I report a claim they blame me for the problem. They patch work the probleem and give me a very difficult time to get results. They work together with the companies they hire. The technician always blames the repair on the home owner