American Home Shield [AHS]
reviews and complaints

Had American home shield for our home. We sold the home and called to cancel the policy. A month later we got a refund for the policy. A few days later we got a bill for American home shield. We called and they said it was an error and to disregard. A month later we received a collection notice. We called and were told the policy had not been cancelled and they would fix it since there was a record of us calling for the policy to be canceled. Every month since we have received collection notices. We call and it's the same story. I even requested for management to call and verify the account closed, they did and the next month we still got a collection notice. So they lied to me. We received a letter saying it had been closed and guess what, we received a collection notice 2 weeks later. This company is the worst. I don't care if I have to pay $200 more a month for another company. I will never use ahs again. Ever!

I have been paying $47 per month on a home appliance insurance contract to American Home Shield for several years now for my home in Rancho Mirage, and was told that every appliance in my home was insured.

The contract promised that AHS would repair appliances, or replace any which could not be repaired, as long as the breakdown was from normal wear and tear.

In October, 2013, the washing machine broke down, and I called AHS for repair. The company knew the machine was 13 years old, yet it had still agreed to insure it under my contract. They do not inspect equipment when they insure clients, and neither do they ask about the age of their customers’ appliances when writing their insurance.

In early November, I received a letter from AHS denying my claim; it is enclosed (Ref 1.) I am writing today because the company fraudulently claimed that the breakdown was not due to normal wear and tear, but to a “bent tub, ” freeing them from their contractual obligation to repair or replace my machine. There was no bent tub; in fact, the breakdown was due to normal wear and tear. That is my evaluation, based on more than thirty years as a Mechanical Engineer.

I enclose a second independent opinion from Al Morcos, the owner of Westwood Appliances, in business for 42 years in Los Angeles. He added a handwritten note at the bottom of the enclosed letter from AHS saying, “In my 42 years of experience, I have yet to see a bent tub. Next to impossible.” On a diagram Mr. Morcos provided to me, showing the washing machine assembly, he added an arrow to a part, and noted, “This [part] could break due to corrosion.”

In sum, the Westwood Appliances owner found the diagnosis of American Home Shield's subcontractor “impossible.” Mr. Morcos may be reached at tel. [protected].

The purpose of my correspondence today is to bring to your attention practices that penalize the consumer and deny claims they should pay. Not everybody has a technical background, and neither do my wife or daughter accept the verdict of AHS’ “Expert”.

We depend on State and Federal Agencies to be protected from unfair practices by companies like AHS.

Complaint Description:
AHS was not able to have my refrigerator repaired within two weeks On July 10, 2013 we discovered that our GE Monogram refrigerator stopped working The compressor was running 24/7 and the inside temperature was around 53-55 Degrees - should be 37-40 Degrees with normal setting This item is covered by our home appliance insurance company "American Home Shield". I called AHS about the problem and a local repair service company came the following day They did some basic test - added some refrigerant - Freon 134A. They told me that the Freon charge may resolve the problem - but they we not sure Apparently there was a very minor leak when the pressure exceeded 25 PSI The temperature came down around 45 Deg - then the compressor was making a funny noise and the temperature came back to 55 deg On July 11 I called AHS again and reported the issue I was told that they needed to located an authorized GE Monogram repair company As of July 17, 2013 they have not been able to locate an authorized GE Monogram repair company I contacted AHS again and they authorized me to locate an authorized GE Monogram repair company The company - A to Z Appliance - came to my home on July 19, 2013 - late afternoon. As the refrigeration has been stopped for more than 10 days the technician requested it to be running overnight before he could diagnose it He left and A to Z Appliance called me July 20 and told me that I had to pay for the entire repair up-front Based on this decision I told them not to come back I went to Sears and purchased a new refrigerator the following day - paid $ 2950 including tax, delivery and installation My wife and kids life is back to normal

Your Desired Resolution:
Below is a brief summary of my expenses: 1st service call $ 125.00 Spoiled food $ 325.00 Small compact Refrigerator from Lowes $ 140.00 2nd service call $ 75 Replacement refrigerator from Sears $ 2, 950.00 The refrigerator I had was much more expensive that the one we purchased I would propose a $ 1, 750.00 settlement

I have been a customer of AHS for over 10 years, paying in thousands of dollars for peace of mind that if something major breaks down in my home it will be covered. Well 2 days ago my A.C. unit that is in my attic started leaking through my living room ceiling so I called AHS. I had a serviceman here today and it seemed obvious that he was NOT going to fix my problem. He said the coils inside the unit were clogged up with dirt and the coil would have to be removed and cleaned but AHS would not cover that because we must have at sometime not changed filter regularly. We do change our filters every 45 days so that was just an assumption on his part. All I know is he was outside on his phone for a while and AHS called me and said they would not cover the cost because that was a maintenance issue. We have never removed the top of the AC unit and never knew we should. I am just pissed off because they have banked a lot of money from us and when we need them they are not there for us.

AHS claims they are a home warranty company. They contract with incompetent companies whose main purpose is to collect your $60 deductible service fee.
AHS contract generally will pay for minor problems.If you have a major plumbing or electrical problem, forget it, because their contract have clauses that is foolproof in helping them avoid those.
I had a broken sewer pipe in my home. After more than 1 week of talking to AHS, I was finally informed that they can fix the pipe but my contract does not cover access to the pipe.How else can a pipe under the floor be fixed if AHS does not cover access to the pipe.
MY ADVICE TO THE PUBLIC :DON'T WASTE YOUR MONEY. READ BEFORE YOU SIGN. IF YOU HAVE ALREADY SIGNED PLEASE REVIEW.

Ahs is a ripoff!
I had then some years ago, cancelled when my covered hot water heater all of a sudden wasn't covered. The contractor beat feet with the $ before I was off the phone.

I checked out another, choice home warranty... I wouldn't recommend tham to anyone for anything. Good money thrown away. Same situation as the one above.

I decided that having a well I should get something. Stupidly signed up again with ahs.
Guess what? My well pump burned a bearing, stopped working. I called ahs. I was paying an additional premium to cover the well pump.
The tech came out, accepted only cash, and began to sort out the problem. With most of the unit apart, the guy calls ahs for their approval. Of course I wasn't approved. Now I was in a bind. I asked the tech what he would charge to put in the new pump. I would accept his offer if the upfront cash was part of the deal. He was off to home depot, bought a new pump and installed it. After looking at the cost of the warranty insurance, the cost of the pump service I figured (Finally) that any & all home warranty plans are ripoffs.
Washer breaks, call a service man, refer breaks, call a service man. The long & short is this: whatever you pay for service is going to be cheaper than what you pay monthly for a warranty service that won't pay anyway.
Still unsure? Put $50 a month away in an envelope. By the time you need to use it you will probably pay the bill (In cash) and have change!
Ahs? Stay the hell away from them!
They are legal crooks!

It took me over 3 weeks to get an appointment with Sears through American Home Shield to fix my built in Microwave. The appointment was between 1 pm & 5 pm and they were supposed to call me the day of the appointment, which was a week away to let me know exactly what time the service person would show up. The morning of the appointment I prepared veggies to be put in the pressure canner but waited to pressure them until after the appointment so the stove would not be hot for the service person. At 3:30 on the day of the appointment I had not heard from sears so I called to verify they for sure was coming. The person answering calls said he would check with dispatch and has them call me with a time. About 3 minutes later I got an automated phone call informing me my appointment had been canceled and for me to call to reschedule. I called to reschedule and needless to say I was not a happy camper. The appointment they gave me is a week and a half away! They said dispatch had overbooked the service which was coming from Houston…Do you believe that? I don’t! I ask for a local number so I could voice my dissatisfaction but he said he was not allowed to give out that info. All I can call is a call station out of state and I might get someone in the United States or someone in the Middle East! I like their products but I will NEVER buy from them again because of taking so long to service their product! The last time I called American Home Shield about a wiring problem they sent out someone from American Quality Electric in Houston, Texas who took my $60.00 and Said American Home Shield would not pay for that and left. I never heard from American Home Shield. American Home Shield has never paid a claim for me!

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..

We have had AHS for about 4 years. There is no doubt that the cost of our repairs over the years absent AHS wouldhave been well in excess of the premium. That said, this company's service is so poor it is hard to beleive that AHS has remained in business. I don't believe that one item serviced by AHS contractors during this time has EVER been repiared on the first trip. Invariably they need to be called back to fix something that has been installed incorrectly.

For example, the circulator on my gas boiler broke and neeeded to be replaced. The repair person put the circulator on backwards which caused the heater to heat to a highly dangerous temp. He also incorrectly installed the piping.

Out hot water heater #1 was replaced a bit ago. The repair person insisted the hot water heater #1 had been incorrectly piped so he changed the piping and charged us as being outside the contract. The "change" in piping" we now have discovered, when our hot water heaater #2 just broke precluded #1from being used, contrary to the way it had previously been set up i.e., if one broke the other would still work. As a result we have been without hot water for 4 days and it will be at least 5 days before the #2 is replaced and we again have hot water.

Why 5 days you ask? Well we called Wed afternoon as soon as it was dicovered there was a leak in #2. We were assigned a contractor promptly called but could not come until Friday. Although we complained, AHS told us it was not an emergency and therefore service within 48 hours was consistent with the contract. i asked for another contractor who might have been able to come on Thursday and were told we could not do that because one had already been assigned.

What they didn't tell us or disgracefully were unaaware of was that by the time the repairmean confirmed that the #2 had to be repolaced it was late Friday afternoon and he could not get a new hot water heater that late in the day. THEN he told us that after Memorial Day the AHS suppliers are closed on Sat so Monday would be the earliest.

To add insult to injury the repairman told us that hot water heater #1 that had been previously installed by another AHS contractor was incorrectly installed and the flue pipe was not cut to size and there was a large opening that was permitting combustion gases that were suppose to be vented through the flue to escape into the house!

Guess what? AHS called on Saturday to tell me I had to pay for the repair that their contractor screwed up on hot water heater #1! $410.

I told them I will pay the new contractor installing hot water heater #2 (they urger me to call contracotr #1 but I asked the AHS person to ttake off her AHS name poalte and tell me if she would call the same company to do repairs that couldn't even correctly install hot water heater #1)since AHS refuses to go after contractor #1 and then I will sue AHS and contractor #1 in Municipal Court for the money, loss of time we have had to stay home from work, fraud andmisrepresentation and puntive damges. Under PA law, AHS being a coporation, must be represeted by an atty (I am an atty) and so they will be required to pay an atty to defend them.

By the way, each time we called AHS realted to hot water heater #2 we were on hold for no less than 25 minutes.

While there is no question that I have saved money with the policy, you have to be prepared for mulitple vists and never never expect that the repair will be corectly done on the first visit. The contractors they use are obviuously poor andin need of work and are unable to generate enough business on their own.

AHS has the worst service I have ever experienced from any company.

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.