American Home Shield [AHS]
reviews and complaints

Filed a claim for a broken ac unit, company sent an order out to a company to come service us. The technician inspected our unit, turned the power BACK on from our ac unit that we turned off ourselves. When the ac came on, technician left and did not fix or inspect ANYTHING. 30 minutes later, ac unit shut down again, called the company to come back out and service it again and they couldn't until 5 days later, requested AHS send a different company stated they can but only after the first company sends information to them which would take 2 days. Asked for a refund from AHS since the technician did not fix our ac the first time and we paid the 75$ service fee, to which they replied since he came to your house we cannot issue a refund. I asked for a supervisor and got hung up on. Called back and asked for a supervisor, was left on hold for 30 minutes, when I called back after being on hold THE DEPARTMENT WAS CLOSED.

I just bought a home in Grants Pass Oregon, wanted to have my ducts cleaned, found out that the home had some holes in the ductwork witch was not caught by the inspection at the time of the sale. Cleaning company took pictures and I called American Home shield to request a service call.
The service company confirmed that there were holes in the main duct but it was not covered because of mice bice by the hole. Is this fair, you think your covered and they find a way to not pay. I would not recommend this company to anyone and will launch a campaign on social media to discredit this company. I just want my ducts fixed!

To whom this may concern. My Name Carlos E Rodriguez and my Contract Number is [protected]. I'm submitting all work orders starting with the first order 7/30/2018 W/O [protected], 08/08/18 W/O [protected], 08/13/2018 W/O [protected] and 08/13/2018 W/O [protected]. As today my Air Conditioner is not working for a couple of weeks. I have done everything as humanly possible in notifing you as to situation only to fall on death hear. What I'm getting is excuses here a couple for you. The company you been assigned no longer cover your area. We need a preauthorization to conduct a leakage test that request should be taken care of already since the visit was last week and the best one we are trying to locate a repair company that been about two days. And on and on the excuse keep piling on my regarding my issues. nothing as been done to repair a Frozen Condenser Coils located inside the home. Request that a Company with the Expertly to handle Feon leakages and can repair or replace the inside condenser coil unit. Simply put why continue to add feon only to find that there a leak in system and at cost of up $100.00 per pound of 410A Feon which may add up several hundred of dollars to add to system only to find you have a leak in system. This is not a cost effective method of checking to see you have a leakage in the system. Request you assigned a company which can handle this type of service. Please understand that I'm disabled military veteran which requires temperature control environment. Thank you in advance Carlos Rodriguez Phone [protected] and Email is [protected]@gmail.com

I originally placed a service call in late July and had the initial repair done on July 21st. This did result in some of the issues being repaired however, the A/C unit in my attic continued to leak water thru my hallway ceiling causing a portion to fail. I contacted your company to explain the situation and that the leak still persists causing more damage. They sent another A/C company (DEV air Solutions) to repair the leak and he caused addition damage by placing his foot thru my hallway ceiling. I have yet to hear from American Home Shield or DEV Air Solutions since July 27th on when this issue will be corrected properly. I continue to have an AC leak and large hole in my ceiling both of which I have video and photos of, that remain uncorrected. I have made multiple calls to both companies with no response. This problem needs to be addressed and corrected professionally ASAP.

Bryan Turner
American Home Shield Agreement # [protected]
[protected]

May of 2018 we called a request in for our Air Conditioning unit, it is currently August and we still don't have it fixed. 1st company to come out was Fast Response. We were told there was a hole in the line and that the Freon was low. It cost us over 400.00 to have it filled. While we were on route to the house to pay the tech, he made the Comfort Care sitter very uncomfortable by cussing in front of her children and using remarks such as, "you people". Saying that if it wasn't for that "old man in the bed and that baby, I wouldn't do this". He left and the air worked for about a week- then out again. We had a recall. This tech from the same company told the companion care lady that the first tech just put on a show and didn't do anything. He did something- worked for about a week and then out again. We did another recall(every time I called, I was on hold with this company for longer then a half and hour before anyone answered the phone, it's on my call log). This time the agent had me on the line holding while she talked to Fast response, who told her that nothing is wrong with our system- yet the agent told our companion that he fixed the coil. They suggested a second opinion- so Wind benders came out. The tech told my brother and the companion that Fast Response messed the unit up so bad, he was afraid to touch it. We were told that there was a bad part which required ordering. He suggested that we just buy a whole new unit which was on sale with their company for 5000.00. He left and another company came in and fixed the problem{for a while}. The air was working and I started getting calls from Wind Benders telling me that it was going to cost 500.00 to get the air fix, and I almost paid it until I realized that this wasn't the company that fixed it. A Absolute was the company that came in in July. August 3rd, I called another recall in because it had stopped working and no one has been in yet and it is currently August 11th. All the recalls were supposed to have been expedited, none have been. We have asked to speak to a supervisor or manager several times but they can't be located with a search warrant. Either they aren't in or they can't transfer you. If you are lucky to talk to them you have to wait on hold for a good 45 minutes before they come on the line. We talked to one, but it didn't accomplish anything since we still don't have air. August 10th I called again, I got an email saying A Absolute will be out, but Fast Response called yesterday and today saying that they got the work order. I specifically asked for them not to be sent out- since stories don't match and the first tech made another employee in the house feel uncomfortable- yet that is who they are still sending out 9 days after the order was placed. There is more to this story, but I am tired of type this. I need the air fixed now because there are sick people in the house and this is making them sicker as per the social workers and nurses that come in and out of there regularly!

On friday. August 3, 2018 I contacted ahs regarding my air conditioning system going out and they sent out csc calibrated service company on 8/7/2018 and tom came out and told me that I needed a new compressor and that my out of pocket for coolant was $800. He has the part ordered and when I called kathy (the scheduler who is clearly not fit to be in contact with clients) told me that I needed to pay $800 once the compressor is picked up from the warehouse and the tech is in route to me. She told me that ahs ordered the wrong compressor and it could potentially take 8-10 business days to get a new one. I asked her for an invoice of the break down of charges before I would provide upfront payment. She said she could not explain the fees but would get tom to call me and explain the fees. Tom called me back and he was very rude and abrupt telling me if I didnt have the money then maybe I just wanted to 'be hot'. I advised him that this was an expedite and that I had an elderly parent and infant child in the house and yes I had the money but I wanted to know what I was paying for and to have an invoice of the charges before I provided him my bank information. He told me that if I needed an invoice he would cancel my tech in route because an invoice would take a few days. He told me that if I did not pay in 5 minutes then he was re routing his tech. He hung up the phone in my face. I spoke with him respectfully and he was fast talking me, making rude comments, and being very unprofessional. When I called kathy back to let her know I still needed the invoice after providing her with 2 email address, and that tom was rude... She stated that she did not think he was rude at all and then she hung up in my face! "unbelievable and unimaginable!"

I called ahs back and asked them to send another contractor out for a 2nd opinion because I did not trust the integrity of tom or his professionalism, they sent out another company royal flush and paul was very knowledgeable and professional and honest. He estimated my out of pocket cost to be $300 - $800 and he provided me a tentative invoice.

When I spoke with ahs they advised me that I would have to go with tom since the 2nd opinion had the same diagnostic of the problem even after offering to pay both service fees to both companies for coming out to my home.

I feel that is is totally unacceptable to send contractors out that is unprofessional and disrupts a household in rudeness and make your clients pay for their services without any additional option to use the 2nd contractor. I have been on hold for hours, promised to be called back by 2 supervisors without any follow-up. I have now contacted the corporate headquarters and requesting for someone to call me who simply cares about the customers and their well-being... Hence the name "american home shield" that signifies the protection of a home in its entirety.

Around June 9, 2018, AHS was contacted to check my rent house which had water leaking under the house. I have been a customer for 6+ years. A plumber came out about a week later, without getting under the house, stating the house had shifted and that was the cause of the leak. He said that since AHS didnt pay well, that he would give us a quote to pay to get it fixed. AHS then sent a letter denying service, because house shifting was not "normal wear and tear".
My husband disputed the claim that the leak was caused from shifting, since the plumber didn't even look at the leaking pipe. And per contract, the only non-covered issues stated are freezing or tree roots. That was in June that the authorization for a second opinion was given, with A Plumbing.
After a month of waiting for A Plumbing to call, and mutiple times of calling them without success, my husband contacted AHS again. He was disconnected, put on hold for 40 to 50 minutes, and told a supervisor would call him back.
After 8 weeks of an unresolved leak, out tennents moved out of our rent house.
I began calling AHS then!
I began Friday, August 3, stayed on the line for 1 hour to be told a second plumber would be called, and I should hear from him in 24 to 48 hours.
Tuesday, I called and was told 2-4 hours. Wednesday I was told another 24 to 48 hours. And now Friday, Aug.10, I was told another 24 to 48 hours. This time I asked to speak to a Supervisor, however the rep could not get ahold of one. The Supervisor should call me back --that's right IN 24 TO 48 HOURS!
I also asked for the complaint department, but the rep couldn't find any info on one!

Summer of 2017 my a/c was acting up & AHS had to send the same contractor out to supposedly fix my problem & in the end they said I just needed Freon & filled it at my expense. On 8/7/18 my a/c started the same symptoms as last summer-not going below 86 & I live where it 100+ daily & my 70 yr old mother lives with me. I did an on-line service request on 8/7/18 and on 8/8/18 I was on the phone w/AHS many times which took up my whole day because they continued to give me the bottom of the barrel companies which two of them could not come out for a week. The 7th company they attempted to get a hold of was a reputable contractor and wasn't returning their calls so I contacted him myself and he told me that he refused to do business with AHS because he was tired of them denying work for customers and would try and only replace parts here and there which wouldn't fix the problems. I went on-line to see my service request status in the evening on 8/9/18 and it showed that I had no active service requests. I called the customer service number and waited on-hold for over 30 minutes (usual waiting time) to find out why I had no active service requests to only be told that my service request was cancelled without any reason documented. Not sure how a company can treat its customers like this for as much $$ that you pay to them.

I have been dealing with (ahs) since may 2018 this is when i first reported my unit was not cooling. I paid the service fee they requested me to pay and a few days later d&d plumbing from texarkana, tx was sent out to fix my unit. they came to the conclusion that the unit needed to be replaced so they ordered the unit and it took about a week for it to come in so after that they installed the unit but every since they installed the unit i have had nothing but problems with it not cooling. i called ahs to let them know the unit was not cooling and they called d&d plumbing to let them know the unit was not cooling and after several days d&d called to let me know what day and time they would be coming out to look at the unit so i took off work so i could be home and of course they didn"t come so that was one of many work days I missed waiting on this horrible company. To make a long story short my air conditioner is still not working and i have been living in 100 degree temp since may and nobody seems to care. I have called ahs mutiple times begging and pleading for help please send another vendor so i can get some relief and they either hang up on you or make promises and never keep them. i paid my service fee of 109.00 and 160.00 for coolant and they draft my bank acct for 50.00 each month. my carpet is totally ruined because JEFF from d&d plumbing ruined something inside water is pouring from the unit and has ruined two floors and of course i told ahs and they said it wasn't their problem it was d&d plumbing. My entire summer has been ruined from burning up all summer by ahs because they sent these horrible people to my house. I am going to seek legal advice because i don't know what else to do because ahs definitely don't care about their customers and D&d plumbing should be shut down . oh and yes i have paid out of pocket service fees to air conditioner companies just to fine out they won't touch the unit because of the horrible job d&d plumbing did. No one should be treated the way ahs has treated me yes i blame them because they are the ones that sent these horrible people to my house . someone please help!

My AC unit broke down and I had to pay $200 for 2 different technicians to come and do repair and both of them said there was a loose wire on the unit in the attic. I then called another company who came out and told me the wire was just loose because of vibration and all they did was put the wire back and tighten the screw and besides the problem with the system was that the motherboard has stopped working and needed to be replaced.

I called AHS again and the sent a technician from MJS who cam and told me I will need $1250 worth of freon but I will have to come out of pocket with $800 as AHS will only cover$450. he then adviced me to get a new unit at the cost of $6350 though AHS will not cover it.

I got a new unit through MJS since this ordeal has gone on for over a month and the heat was becoming unbearable. however, the newly installed unit was working intermittently and I was advised to change the thermostat which I did twice and finally, MJS sent another technician who finally told me that the motherboard was not working that was why my system kept shutting down.

after paying $60 a month for over a year, I felt really cheated so I cancelled my service.

I called in to have a vendor come out to service our lights in the kitchen unfortunately we had to cancel at the last minute the vendor was crude. I called the vendor back to set up another appointment he said he could not come out until Monday, mind you I can not cook it it totally dark in the kitchen. A vendor was scheduled for 8/2/2018 we had to cancel with him he was very rude and not understanding. We called back on Tuesday to reschedule he was still not very nice and said he could send someone out next Monday. At this rate I called American Shield to only get the run around the first time the person left me on hold for 40 minutes (mind you I am at work) the second time I was on the phone with an idiot named Duane out of The Tennessee office (I finally asked his name) he said the file said they could not change the vendor I had to use the same vendor, etc. Never heard of such. To make a long story short he told me I had no other choice but to use this vendor. I could go on, So I am without lights in my kitchen until next week with out of town guest. I am totally disappointed with American Shield. I will not renew.
Patricia Love

My AC went out three weeks ago. I initially contacted American Home Shield and paid the $80 service fee. When the technician came to my home he said he couldn't even diagnose the problem because the unit was frozen and it needed to thaw out. I was not told any of this when i scheduled the appointment. The next available appointment was a week away.

On 8/7/2018 Air Design came to my home to repair the air conditioning unit (central air). I had a previous consultation, and as a result I was already aware of the problem. I attempted to explain to the representative what was wrong. He did not understand me and/or failed to listen to what I had to say. The issue is that there is something wrong with the damper/control panel. He put freeon into my system, and then charged me $330. I have stopped payment on that service, because it did not fix my air conditioning. I have had to go to a hotel so that I am able to get some relief from the heat in my home. Additionally, I have attempted to call in several times, to discuss this via phone and AHS representatives have disconnected calls, acted as though they did not fully understand English, and overall been incapable of providing an effective remedy. This company Air Design, is not capable of handling your customers. They should be removed from your vendor list immediately! I would like my air conditioning fixed immediately. Under Georgia law, this currently constitutes a breach of contract, because of AHS's failure to perform. A contract arises when two or more parties have mutually assented to enter an agreement. Here, in our case, this has occurred. I have agreed to pay my fees in exchange for performance, when and if my covered appliances have broken down. This has been absurd and ongoing since May 2018. Please advise.

At the beginning of July 2018 I submitted a request for service to repair an electrical issue. A service contractor finally came on July 12. He checked out the issue and said he could not repair it; that he would file his report to AHS (that "wires needed to be pulled"). While it did not take long to be charged my service fee ($125) I had no follow up. I then contacted them no too long via phone to be told that the volume was very heavy at the present time so I gave them the benefit of the doubt; I then contacted them via website chat on July 28. I explained the scenario and my frustration and was told the "Contractor Resolution" department WOULD resolve it. Client #224400752It is now August 6 and I called and spoke to an customer service associate - retelling the whole situation. At about the 20-22 minute mark of my call she finally put me on hold to speak to the resolution department. After 15 more minutes on hold she returned to tell me they were not available. She then said I would speak to a supervisor and she put me on hold again---waiting to speak to a supervisor. I hung up after at least another 15 minutes. I was on the phone for 55 minutes with no results, resolution, or hope that this will be resolved by AHS. I would hope there would be some compensation for this unacceptable, unprofessional, unbelievable, customer service. I feel like I'm in AHS purgatory because the fixture isn't fixed and have to wait a yet to be determined amount of time for their response - of which I will be told either it's not covered or I will be paying another $125 for nothing. I will have to have a compelling reason to keep remain with them.

We have had a American Home Shield contract for over 5 years with very little claims. We had an air conditioner repair man come and order parts that would not be delivered for 5 days. Our tenants have a baby and young children and are going without air in over 90 degree heat for 5 days. When I called to expedite the rep said they couldn't do it. We called out our own independent licensed air conditioning repair man who said hands down the entire system is bad and should be replaced. So, as we suspected the AHS repair man is putting a band aide on a major problem and our tenants are suffering in the heat. We have invested thousands of dollars in this policy. I called and was told I couldn't receive any help until Monday. I was told there was no one I could call and no one I could contact. A large organization such as this should have people available 7 days a week to handle such concerns. We will be canceling our policy and we will begin our campaign via social media and internet review to warn people of the terrible customer service, the lack of concern for people who are in dangerous heat situations, and the unwillingness to replace units that are broken even though this is part of the service plan.

I am complaining about the poor service we have rec'd recently. Our central air condition unit went out and we notified AHS. They gave us the name of Easy Air Condition Service & his telephone number and said he would be contacting us. After a day or so, we called Easy contractor and he said he didn't contract with AHS. We called AHS back to inform them, then they gave us the name of another contractor. That's pretty back when the workers @ AHS doesn't know who their contractors are. When we called the other contractor, he stated he was at least three days backed up & America Home Sheild was aware of this. Now when you're in Texas with no air-condition and the heat is over 100 degrees, that's not good. Why do we need to be paying every month when we can't get the service that we're paying for.
Also back in the fall when our heating unit needed a part for it, the contractor that was sent out ordered the wrong part and had to re-order and return a 3rd day to complete the job. Well that was a continuation of the same job, but AHS charged our credit card twice.
I am request to discontinue services immediately and to destroy (shred) the credit card number that you have on file. We will also inform the bank to not allow anymore charges thru from AHS on that card.

Thanks,
Eddie & Lois Robinson
1804 Rosebud Court
College Station, TX 77845
[protected]

I had ahs send out a plumber to my home and the plumber did more damage than good . Then i am offered $55.00 to have another plumber come and repair what they messed up. I cant even have a plumber come out for a service call for $55.00 let alone replace and fix what the service contractor that ahs sent out did. I will be cancelling my contract as they did not hold up to the promises that are in the contract and fix the broken item.

I sold my home and requested that my warranty policy with ahs be cancelled on june 13th, 2018... Their/ahs records does reflects based on my conversations with various reps that the request was made and is recorded... However, ahs is hounding me with past due payment notices for a statement date of july 26th 2018... It gets better... I have called into the [protected] number several times since going through long hold times only to be transferred to what is called the contract cancellation team and after 2 mins on hold I am dumped into a automated recording saying that I should leave my contact and policy info and someone will get back to me with in 24 hours... I am yet to receive a call from anyone from ahs... I have paid my bills each and every month through automation for all these years and it's strange that it would stop unless? Let's see... I cancelled the agreement... Now they are sending me mailing saying I have a laps in policy... Can someone from this company give me a call so I can get off your active customer list!

On 7/10/18, in the midst of a heatwave, our air conditioner began to malfunction. We entered a service request to AHS that day. On 7/11/18, the company sent Scott from Glenair to service the HVAC. After a review, he found that the circuit breakers to the HVAC would intermittently trip, after which he deemed this an "electrical" issue and referred the case to an electrician.

On 7/17/18, City First Electric sent an electrician and he could not reproduce the issue. They referred the case back as an HVAC issue.

In the meantime we continued to experience spotty air conditioning with intermittent poor functioning of the HVAC unit and poor cooling. We have also been in the process of undertaking extensive renovations of our house. During that process we discovered that the air conditioning ducting apparently had some wires installed on the inside of the duct, something of which we were previously unaware. An immense amount of dust, dirt, and debris over probably decades were encrusted onto the wires, resulting in an obstruction of the air duct and explaining some of the problems that we were experiencing.

On 8/2/18, Scott from Glenair again came out. We explained the issue to him, whereupon he (erroneously) said that wires on the inside of the duct weren't a problem. He refused to address the issue and essentially said that American Home Shield would not cover this problem.

This is completely unacceptable. American Home Shield has been paid good money for our home warranty and also with co-pays for service calls. The only acceptable outcome to this problem is for AHS to forward us appropriate funds for us to arrange to fix the problem. Right now we have non-functional, obstructed air conditioning ducting and our home warranty company is refusing to properly address this issue.

I live in Atlanta and my account has been mixed up with someone else's in Houston and I have made multiple attempts to rectify this mix up. Few months ago, I was told it was fixed. My AC went out on sun July 29th and I made a service request and was given a contractor who called me on July 30 to schedule for Aug 1 2018. I waited the whole day and called the contractor who told me AHS had cancelled the request. Upon calling AHS, I was told that I called and cancelled the order on July 31st. I told them there was definitely a mix up as I made no such call and the lady Lashuanda practically called me a senile liar! I told her that she should check the call log and I could bet that the call came from the Houston number they have been mixing my account with since when she asked to verify who I was, that was the number they had on my account. Now AHS has refused to reinstall my account since 'I' cancelled it. The lady practically hung up on me. Now I am left with no AC sleeping on the ground with my young children in 94 degree heat at night. I am making a formal complaint and getting to the bottom of this!
Contract no [protected]