American Home Shield [AHS]
reviews and complaints

This has been ongoing for 3 weeks now. From the beginning it was a disaster. I called the service company myself, because they never called. They finally answered on day 3 and advised they would come to my home on day 4. They came out for 5 minutes and stated I need a part. He said he had another appointment and would call me about the part that afternoon. After 3 days of no contact I took time out of my day to call customer service. Spoke to a supervisor who stated it can take 7-10 days for the part to come in. I told him that was absurd. I could just purchase a new microwave immediately and pay less than my deductible. He told me someone would call me in 24-48 hours to discuss a "buy out" option. Waited for that call back that of course NEVER happened. I called back Friday and spoke to another supervisor. After 2 hours on the phone he advised me that no managers were available and he would call me back on Saturday with a final decision. I advised him I would not pay a deductible because repairs were not made. He stated that the buy it out option would be my best option and we would discuss the deductible the following day. No phone call was received. Today I called back again and received the retention department who advised me the option was no longer available because a part was ordered and will be available on July 16th. That is unacceptable for a family of 6 to wait more than 3 weeks for a microwave to be repaired. I have spent countless hours trying to get customer service. At this point I have found other companies and I am canceling my contact.

I own a contract with American Home Shield. In late June I turned in a request for warranty service on the garage door opener covered under the above noted contract. A vendor named Open Sesame was assigned to do the repair. On June 3, the company dispatched a repairman to my property. He determined the garage door opener (on the Lodi garage door) had failed as a result of the springs loosing tension. He indicated the springs were not covered under my warranty and I would have to pay him $89 to have him retension the springs (aka balancing the door). I paid him this and he left after telling me the door would not be covered but he would be happy to sell me a new opener and install it for $400 plus dollars.

I contacted AHS and was told the springs were covered and the issue regarding being charged for this aspect of the repair was being turned over to contractor relations. I was also told the garage door opener repair request would be put back out to the vendor for completion. I have sent numerous emails to Holly Addeson the sales representative for the phoenix area which AHS should have access to for the purpose of review in forming a timeline of events and conversations. Holly had Christopher (also an area rep) contact me to assist as well. As of last friday, AHS informed me that any denial to repair the garage door opener under the warranty had been denied and the contractor had been spoken too. I heard nothing more and called AHS on July 9 and was told the recall had not been put out to the vendor, so it was at that time while I was on the phone. I learned this morning when speaking with AHS that the vendor cancelled the recall in the afternoon on July 9th unknown to me. It was indicated that the vendor said it would have to be a new repair request not a recall. I also learned this morning that since I paid the vendor the $89 charged me for an AHS warranted repair I had to go back to the vendor to obtain a refund. Since there are obvious communication issues prevailing in this situation, I contacted my credit card company to dispute and reverse this charge.
I made a 2nd call to AHS this morning to learn the status of the repair. I was told it is back in authorizations again. This was already determined by the powers to be (which may be someone above authorizations) as approved so why or who put it back through this process? I encouraged the representative to take the recorded conversations with me and pass them to someone higher in the organization. I sincerely hope she does this. I am a real estate broker in Arizona and this is not something I would want any clients of mine to suffer through. I have looked up reviews for many of the vendors used by AHS. Not only are they mostly negative but they also reference AHS when it is involved. I would appreciate a completion to my requested repair.

I have a warrantee with AHS covering 10 appliances. 1 appliance is my air conditioning and the warrantee covers up to 5 units. However, AHS online service requests only allows me to ask for service for 1 a/c unit and I am covered for up to 5 a/c units. I have called and after being on hold for over an hour, am told that I can only request service for more than 1 unit by making this request via phone. I am not always available in the country to make this phone call and specifically chose this warrantee for their online service request availability.

My air conditioning unit was cooling fine. The problem was with the condensation unit. You sent out a company that did a modification to my unit. A week later, I had no cold air. You sent out the company again. (Able Air) of Kansas City . The owner himself came out and said that his employee did not install the coil or condenser properly, and that he did not wire it properly as well. He repaired. Two days later, I have no air conditioning. Called Able Air as well as American Home Shield. Able Air's employees had quit and the owner could not come out again until the next week. Called American Home Shield and explained to them that I could not wait another week. You assigned another Company. This company says that my outside unit now has a leak and that the coil and condensing unit was not installed properly. So, now, I am out 250.00 for the modification fees, and no air conditioning. I am a 60 year old woman with asthma. We have air alert extreme temperature warning in my area. Why do you contract companies that do not know what their doing? You take the consumers monies and leave us hanging with worse problems than . In my case, my situation is worse than when it started. I would appreciate this matter being taken care of. It has now been 5 weeks since my request was put in for repair. I can not physically wait another day to get this issue resolved. I have filed a complaint with the BBB on this issue.

Property Address 58 Desert Highlands DR Henderson NV 89052

DOCTOR COOL Company assigned to diagnose the AC unit in my home, said the Blower Motor must be replaced. But, the 2x4 stud is on the way, thus he cannot replace the motor. Asked me to remove the 2x4 diagonal. But, that Stud is part of a Beam Truss holding the roof of the great room, and cannot be removed without re-engineering of the roof, which is a big task that nobody will do for just replacing a blower motor.

I agreed to do it outside of my warranty. Today, I hired Xcellence Cooling & Heating. They did not ask for better access, they replaced the blower motor. this is What they wrote in their invoice "... No need to remove stud, unit was hanging by all thread hangers all tech did was push the unit over a few inches and motor came out"

I called today 07/4/18 and spoke with a female named Stephanie. She was extremely rude and unprofessional, she couldn't address my problem. Very poor customer service skills and don't feel that we should be treated in this manner. We have been dealing with a problem for the past few days and only need an update, which is why I placed the call. The customer service representative handled the call with disrespect and rude behavior. She also cancelled the call without confirming or acknowledging that our conversation was completed.

(AHS Contract #[protected]) We attempted to address our concerns directly with the company, but they ignored the written concern and bounced us back and forth between departments with a hold time of at least 30 minutes each time. We would like to request reimbursement for the labor and replacement of our 50 gallon electric water heater and pressure regulator valve in the amount of $1300. We were shocked to learn we were expected to pay A&M Plumbing (the AHS assigned contractor) an additional $1200 after the service fee and coverage by AHS based on some proposed modifications that already existed.

We consulted with the City of Cibolo since our home was built only six years ago regarding these proposed modifications, received several estimates from reputable plumbers in the area, followed up with A&M Plumbing (AHS contractor) for clarity of the fees and then called AHS [protected]) and spoke with Pam (who would not reveal her last name but stated she was the only Pam in the department) on June 21, 2018 at approximately 12:50 pm (CST) to address the noted discrepancy. We informed Pam that several plumbers provided estimates and we were also advised by the City of Cibolo reference the proposed modifications (T&P Drain Modification, electrical modifications, PRV pipe modifications and PRV access). Pam informed us that AHS had nothing to do with charges outside of what the warranty covers, and our only option was to cash out if we did not agree; she also said they would not warrant a second opinion when requested. Given we had been inconvenienced and without hot water since 8 June 2018 (while we had a house full of guests for our daughter's graduation celebration), we proceeded with a more reasonably priced plumber to reinstate our hot water. We also contacted Plumbing Operations at AHS on June 28, 2018 at approximate 8:00 am (CST) who echoed Pam's responses. I used 45 minutes on my cell phone minutes waiting for a reasonable contact to escalate my concerns, but the attendant never returned.

We have been AHS Customers for about 10 years and have had 2 separate home warranties since 2011. Needless to say we were appalled to received such a thoughtless solution when we have been faithful customers for such a long period of time. Please reimburse us for the unnecessary, exorbitant out of pocket expenses for services that should have never been assessed from the AHS Contractor to begin with. I realize AHS relies on the technical experts in the field, but I would think there would be a system in place to keep your contractors honest in order to protect your customers and address their concerns. Feel free to contact us directly if you have questions or need clarity on anything.

Available Attachments Upon Request:
- Invoice of repairs completed by a licensed plumber
- Rheem Warranty Certificate for Water Heater
- City of Cibolo Inspection Results
- A&M Plumbing Invoice (AHS Contractor)

I've called several times - placed on hold and can't seem to get a hold of a supervisor! You take my money but can't communicate with your customers. Want a call back ASAP! Ready to cancel and take legal action. Strong accusation made by company who checked appliance that is absurd. Your representative said report doesn't make sense and tech couldn't back what he wrote. I want a call back!

On 6/05/18, Active Appliance, 6736 Van Nuys Blvd, CA 91450 responded to a American Home Shield warranty request for service on my 13 year old LG freezer/refrigerator. The technician came out inspected the issue: Ice maker not working; plastic rail cracked for tray; dispenser face pulled out on bottom; and dispenser cowling failing: I received a call from American Home Shield who said the technician report indicated the abuse by force on the refrigerator therefore they are not covering the repairs.
I contacted Active Appliance, Ms, Sara Jones Customer Supervisor who stated that they requested the work and parts and American Home shield denied the work. Ms Jones refused to tell me what was sent to American Home Shield under privacy contact.
When I called back and explained to her what American Home shield advise she was still was not at liberty to say.
As for additional issue, Active Appliance was sent out to fix my microwave oven on 5/24/18 prior, during the repair the glass door was chipped by the technicians. I noticed the chip less than an hour after completion. I called the company and they sent the technician back, he took a photo of the chip and when I explained the same noise from the cooling fan is still their he said he would submit a report. During my discussion with Ms. Jones I inquired as to the microwave door, she replied she see's where the technician returned however no report about the door or cooling fan issue was reported by him.

The company has a clause in their work order that they are not responsible for any damage done by their technicians.

American home shield sent doctor cool out to my home to repair my ac and my ac wasn't repaired properly. Attached is a picture of the work that was completed. I was told by the technician that I had a bad switch sometime in may. The switch wasn't replaced it was "jimmy rigged" to work only temporarily. I'm requesting a refund on the service. I don't recommend this vendor to other homeowners. I would like for american home shield to discontinue use of doctor cool as a vendor. I had a new technician come out to my home on 6/21/2018 to repair the switch properly. I also submitted a complaint with the bbb and doctor cool responded and accused me as the customer of making false statements. American home shield please contact me directly to see a copy of the bbb of southern nevada complaint.

Our AC units went out and we called AHS to send a repairman. The dispatch number was [protected]. Later we called to change the dispatch to only come fix 1 unit. The repair company said it would take 5 days to come to our house. On that day, I called to verify they were coming. They said AHS had cancelled the dispatch.

I called AHS. They said the best they could do was get the company out the next day. I asked to speak to a supervisor, but the representative (MAU) said no one could speak to me.

This as AHS's mistake, I took off work, and we had to spend 6 days and nights without our AC with the outside temps at 100 degrees.

This incident should never have happened. I would like a refund of the $75 to compensate for the extra day needed to be off work and the hassle of dealing with this. AHS apparently doesn't know how to train their workers to handle the computer system well enough to make simple changes.

I would also like someone from AHS to contact me about this incident. I don't appreciate being told by MAU that a supervisor couldn't speak to me. That is VERY unprofessional on the part of AHS.

On 15 June, I received a "Past Due Notice" of $61.82, with a Statement Date of 25 May 2018 for a contract that I cancelled on 26 April 2018. When I called American Homeshield to inquire about it, the customer service representative told me that the bill had doubled to $124.00 because I was delinquent for two months. I explained to him that I no longer own that house or contract; he stated that he saw that I cancelled the contract in April however the new owners of the house did not set up their American Homeshield Account so the bill had to be paid by someone. I tried explaining to him that I was not going to pay a bill for insurance for a contract that I already cancelled and a house that I no longer own. He told me that it would remain past due since no one paid it, when I asked him to speak to a manager he stated that no managers or supervisors were available. I am now faced with the potential that this past due amount will go to a collection agency for something that I do not owe. I have a separate contract with American Homeshield as well for my new house and American Homeshield placed the wrong city for my current residency although I have sent in supporting documents to show that the city they have listed for me is incorrect. This company is terrible. I have never dealt with such unprofessionalism.

My Name SHeri Billings
My account number [protected]
My address 1609 Passion Vine Circle
Weston FL 33326

I requested service at my home for a leaking water heater.
American Home shield assigned A to Z plumbing to come to my home the next day. They were promp and came first thing in the AM> The young man Edwin stated that my Water heater was not up to code and would have to be brought up to code. That seemed strange to me as i just purchased the home a year before and the home inspector did not make any reference to code deficiency. I asked for a quote from the service representative. he stated he could not give me a quote as that was not his job. He told be someone would call me. The following day. I called the building and zoning department of WESTON FL. They asked for photos of the Wtaer heater. The inspectors stated he could not see any obvious code deficiencies. I there called another plumbing company to get a second opinion. They came to my home right away and stated there was not code violation and that the only thing i needed was a new water heater. ( West Side Plumbing quoted was $850). A to Z gave me a quote on Friday afternoon for $1, 400 plus the cost to bring "it up to code and install a new water heater. Then I received a call from American Home shield stating that because my Water heater was " NOT UP TO CODE" they would not be covering any of my water heater. The issue is as follows if the first young man had been either honest or qualified this would not have happened. I would have had a replacement with A to Z plumbing.
I have repeatedly called to speak to a manager at American Home Shield—-placed on hold or promised that a supervisor would call back...not one has called other than to advise they will not cover my Warranty. At this point i want my money back for the service call $75.00 plus my premium of my Home warranty service contract that has not gone into effect until July28th of which i paid in advance in good faith. $403...

I have been trying to get my refrigerator fixed since 5-23-18. Unfortunately I have gotten NO Help from anyone. Although your reps are kind and nice, etc. that has not gotten my issue resolved. I started this process on 5-23. By June 8th I had called approximately 10 calls to the repair company, Miricle Heating and Air. I have called them, AHS, Whirlpool, etc. to no avail. They told me my "relay" was ordered on June 8th. At that point they could have overnighted it. They gave me every excuse imaginable.

They bottom line is they are not happy that I contacted AHS or whirlpool. I have been paying for my AHS since I purchased my home several months ago, plus the $125.00 fee and still do NOT have my refrigerator fixed.

I chose AHW because my friends and family encouraged me to do so. It has turned out to be the worst decision ever. I finally purchased me another refrigerator ($800.00) tax delivery, etc. for my carport so I can at least have ice and eat.

I heard from Whirlpool because I sent in a negative survey. Of course they called, but didn't help my any...Just listened to me.

What is is going to take to help me? Please, cant someone do something? This is absolutely ridiculous. It is 2018 and doesn't take this long to get anyone a relay for a Whirlpool.

Please, help me! Can you send another company to my home without me paying another $125? This should have taken no more than 10 days.

My next step is an attorney. Hopefully, we will not get to that point. Just HELP me get this resolved!

Regards,

Nancy McRight
[protected]

Good morning,

My name is Derek Barnes and I am submitted a complaint after one of the worst customer service experiences I have had in my life. My contract number is [protected], mailing address 4716 Cadillac Blvd. Arlington, Texas 76016.

I went online this morning to submit a service request but the website is done and will not allow me to submit after several attempts. I decided to call the customer service phone number on my contract with hopes it would be quick and easy. I waited 41 minutes before getting a customer service agent with the name of Ceaser. I asked for an employee ID but he would not provide one. Your calls are recorded so I know the call from today can be located. Ceaser said that he accidentally took my call and had another customer on his line that he needed to help before speaking with me. I waiting another 15 minutes and he came back and throughout the call identified me as a female when I continuously told him I was a male. He submitted the request but during the call his tone was awful and he was extremely condescending to me. I requested a supervisor and waited over 35 minutes to speak to someone who claimed to be one. She identified herself as Meldz and would not provide and further employee information. She was even worse than the first consultant with her tone and attitude towards me, it was unbelievable. She told me all she could do was submit an escalation on the agent but that she would not confirm where I could send a written complaint. I told her that I was online and working on this complaint registration form and she quickly changed her tone and put me back on hold. After another 10 minuets, the call time totaled 2 hours and 7 minutes. The call ended because Meldz disconnected on me, I could not believe it. I will also be sending a hand written complaint to the corporate address and put attention to someone on the board of directors. Also, The same letter will be sent to the parent company Servicemaster. I also will be filing a complaint with the Better Business Bureau, as mentioned this was an awful experience and no other customer should ever have to endure.

AHS sent Express Air & Heating to my house regarding my AC. The service Tech lied about the accessibility of the part that needed replacement. I informed AHS in regards to same and was told by AHS that I could get a 2nd opinion. We submitted the 2nd opinion quote with pics showing that the part was accessible to a gentleman by the name of Will with AHS's auth. dept. Will said he would fwd the quote to his supervisor, who would in turn, contact me with regards to the amount AHS would cover. No one from AHS has not responded. I followed up with AHS and am now being told that we had to use a service tech of their choice and are now they are giving us the runaround and not addressing the 2nd opinion quote with pics that I sent to Will at AHS's authorization dept who told me that if the 2nd opinion quote I submitted was a reasonable one, that AHS would let us know what person they would be covering. AHS is a scam company. I will never use them again. I have been a paying customer for the past 8 years and have a legitimate claim that they have been avoiding. I will be filing another complaint with their corporate office in Memphis Tennessee.

My washer broke yesterday. I called yesterday 6/21/18 opened a claim. I was told someone would contact me to come by within 24hrs & I also got an email saying that as well. I missed work today because this to me is very important. Nobody called me or came by. I called American Home Shield and explained my concern and the lady was very sarcastic with me. I requested a supervisor and it sounded like it was the same lady pretending to be a supervisor laughing and told me I had to wait till Monday. I'm so upset my pymt is taken out every month AND I had to pay the $108.00 service fee when I opened the service call but know I have to not only wait but put up with them being sarcastic. Not putting up with this. Im looking for another company & telling all my family & friends that have this policy. Company is full of [censored].

Hello guys. I've been a customer for a long time.
Fan motor outside unit went out last night 6/21/18 around 9pm. Called in a service request and I contacted the vendor (severe climate control) this morning to let them know I was without a/c completely and needed someone out today to change this fan motor. They said monday was the best they could do, period. Well, that's not going to work in the heat of summer. So I called ahs and they said that due to the contract with the vendor, monday was within the time frame allowed and they couldn't call out another. So I had to take it upon myself to call and get someone out today. Succeeded with village plumbing and cooling. They (certified tech.) showed up in about an hour and a half. Changed the fan motor and I am up and running. Now that is service. Cost me about $800.00 out of pocket.
I am asking two things of ahs.
* when it comes to a/c in the summer especially. Have options as far as making sure a vendor can accommodate at least a 24hr fix when a/c is completely down. All that has to be done is making various calls to find a vendor that can assist in this timely manner. That's what I did. Especially for small repairs such as a fan motor.

* would you be willing to reimburse me for the attached invoice $799.95?
As you will see, I also had them install a surge suppressor which will prevent component failures due to potential electrical surges. Ahs should appreciate that. My cost.. No worries.

Knowing that the a/c vendors are swamped this time of year should encourage my first suggestion. Talk about making customers happy.

Please review and let me know your thoughts.
Jim johnson
[protected]
12942 oakwood manor drive
Cypress tx 77429
[protected]@gmail.com

This is Mrs. Sheree McRae and I am writing you reference my house at 329 Gardenia Drive Evans, GA 30809.
First of all, I'm a disabled vet and have been with your company for over 14 years. I have never encountered as many problems as I have in the past month and a half reference the AC. We even had two major appliances replaced without problems. The upstairs unit was not working properly and apparently every tech sent out was not capable of diagnosing the system correctly. One company states all is fine and after being sent back out several times, stated over $2000 dollars out of our pocket would fix everything. Total Air, a 2d company (by our request because of distrust of the 1st company), was sent to reassess the system. They stated it was only a valve and we had to pay them according to your rep over 450. The system didn't last an hour after they left and NO air again. Total Air was scheduled to go back out to the house on the 15th and NEVER showed up. The tenants took off work to be there and after they didn't show, they contacted the Realty Management Company. So the realty company sent out Mobley Air to diagnose the problem; at this point both units had stopped working since Wednesday the 13th. I spoke to James in the authorization department today around 1118 and he gave me a wrong email to have Mobley send their report from Friday the 15th. It's 104 degrees outside and a small child lives in the house. No one should be forced to live like that; that's a detrimental situation now. I purchased a portable air unit until AHS rectified the problem, now with both units out, the electrical bill is going to be astronomically high. As James stated something has to be done quickly now. James stated he could send a totally new company out and I asked if AHS can just use the report of the company that went out when Total Air didn't show. He stated "YES" and to have Mobley email the report and as soon as received AHS would contact me to let me know the help they can give. I know some parts are covered according to your rep; like the air handler, coil etc.
You have always been professional and expedient when it came to any problems we had encountered in the past but this time you dropped the ball. The system has been patched by your techs and now this.

Please help us get resolution this week.

Also I would recommend that all of your reps are on the same page with the information they provide. We, my husband and I, were told that if the 2d company went out and the report was totally different then AHS would find out why. We were also told we could decide what report we wanted to use, the 1st, 2d or cash out but when we called the rep stated that the 2d report had to be used because a 2d opinion requires the company to do a complete diagnosis. When I stated what the other rep said, he said that was incorrect. When I asked what was checked, he stated he didn't know because the company didn't put it in the report. Now something is not lining up because if AHS want to give the customer the best possible service, a full detailed report should be required of all companies.
Please review the ticket, estimate ad report emailed to you today by Mobley Mechanical Construction Services 6/18/2018 @ 1700.

Thank you in advance and look forward to someone contacting me tomorrow explaining everything and the solution.

Shereè McRae [protected]@gmail.com

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