American Home Shield [AHS]
reviews and complaints

I notified AHS that a/c was not working. They accepted payment of $75 on my credit card. Sun. a rep. of Freedom a/c repair called and set up an appointment for today from 11 until 3. At 2:45 I tried to call Freedom to see if their repairman would be out. No callback. I tried to leave a message but told their machine was full and they could take no more messages! It is now past 4:00 and still no call...
Perhaps your company should employ more than one co. to use/ freedom is not what I pay you for!
Ruth Foster

I paid 2 service fees because the plumber did not know that the issue was all under the sink - in other words - the problem was with the plumbing. The plumber came early, was very polite, but said he had never seen the water back up into the dishwasher as it had done on me.

When the Whirlpool man arrived about 6 hours later, he said that it was not a dishwasher problem, but a low lying hose located under the sink, far away from the dishwasher. He raised the hose - problem solved.

I had paid for 2 services, and AHS seems to think that this is all my problem, because I was not able to fully explain the issue online, and therefore requested 2 services.

I was on the phone for nearly an hour trying to reach a supervisor and was then given the number of a contractors relationship person. She sounded very off handed and like she was too busy to even make the recording so that she could call back at a later time.

I fault AHS execs for all of this - their customer service stinks because they do not care about the customer - and it shows!

at 2:25 pm on 6/15/18 I was talking on the phone with a service member that was rude to me and in no way helpful, so I requested to know her/his name (it is hard to decipher, as this person sounded like an older woman or a man that has a very high pitched voice but she would not give it to me. I talked to someone else in the customer service, but they would not allow me to speak to the supervisor nor they would give me the name of the agent I spoke to. She just said that she would write the complaint in the system and for 30 minutes we would go back and forth with me requesting to speak to the supervisor and her telling me to wait and then again telling me again that she will send a complaint and not giving me the chance to speak to the supervisor. I spoke to the other agent somewhere around 2: 30- 3 pm. The name of the manager that refused to talk to me : Toni A (I don't know if it is true, because she did not give me the last name on top of that she hang up on me when I tried to address the repair issue as well.
The name of the second person that I spoke with that refused to give me the name of the manager and was telling me not to worry about the complaint, that she wrote it down in the system is : Jasmine (she won't give me her last name)
Anyways, the whole customer service division is unprofessional.
Very unpleasant experience. I am considering to end my warranty with your company. I have been waiting for a month to have my dishwasher fixed and on top of that your customer service is covering up for each other. This makes me fee that this company is a scam
The account number is [protected], my address is [removed]

I had AHS for over 5 years. This is the first worst experience I had from them. These contractors they have are not reliable. Sunrise to Sunset been out to my house 3 times and my washer is still not fix it's going on a month. They schedule an appointment with you and don't show up. Every time they come out they have to order another part these is like the fourth part they are ordering. I the warranty so I don't have to go to the laundromat this is not right.

Recently we submitted a service request for a non-working A/C unit and the company servicing the request came out and trouble shot the problem and advised my wife and I that the problem was the entire unit needed to be replaced. He mentioned that the previous company that did repair service on the unit basically was putting a Band-Aid on the system that was worthless because each of the past years we had trouble with the unit. He mentioned that due to working with AHS that he would have to submit the work order, wait for AHS to order the part and then schedule a time to come out to replace the unit. Almost a week goes by and we called the company several times with no response. Finally we get the representative that came out and he said he had a death in the family and wasn't able to come out to fix the problem until he finishes his personal family business. Now this leaves me and my family sweating in a house with no A/C. We tried to call his company to ask where is the backup person to finish the job and it took some time getting ahold of the office management and finally they tell us there is no one other than him. They mentioned they only have 2 people servicing their entire business. To me that is ridiculous and not fair to me and me family. Why not have someone either as a backup or on standby in case of emergency. We have wooden floors in our house that is sweating. Possible mold/mildew starting to buildup, my wife has bronchitis and this is the kind of service we are dealing with.

I do understand my policy and there could be delays but this is entirely unfair to me and my family having to sleep in a house in the summer month in the state of Mississippi with no A/C and dealing with a company who failed to provide adequate service. I am paying entirely too much for my house to have to sit and wait around to get this resolve. I do not have the money to pay someone on my own to fix this problem is the reason I took out this warranty service years ago. I need someone high in the corporate management chain to assist with this problem. We are also scheduled to leave for vacation tomorrow night for 10 days and cannot afford to leave my house closed in for 10 days with no A/C and that would also cause more complications to my property that I would have to deal with. I am urgently asking someone please help with this matter ASAP.

Regards,

Kevin Watson
Property address: 12340 Trish Blvd.
Biloxi, MS. 39532

I am writing you to inform you of the unprofessional experience I am having with American Home Shield. I reported a Request Service on my Central Air Conditioning Unit on May 22, 2018 and it is now June 12, 2018 and my Air Conditioning Unit is still inoperable. AHS assigned Total Air Care as the organization to repair my spoke with a representative from your organization on October 28, 2016, in reference to replacing my Dryer Air Conditioning Unit. Total Air Care determined that the compressor was bad and AHS agreed to replace it. I was informed by AHS on June 04, 2018 that Total Air Care would replace the compressor, they only need me to call to agree to pay for the refrigerant. On June 05, 2018, I called Total Air Care and agreed to pay for the refrigerant. Total Air Care informed me that someone from their organization would call me within 30 minutes to setup an appointment to come complete the work on my Air Conditioning Unit. I called Total Air Care 03 more times on June 05, 2018 and once on June 06, 2018 because no one from their organization called me. I was given the same response, someone from our organization will contact you within 30 minutes. I then called AHS and explained the situation to them. A representative from AHS called Total Air Care and Total Air Care told AHS they were waiting on me to approve the additional cost for the refrigerant. AHS explained to Total Air that I had previously approved the cost. AHS, Total Air Care, and I agreed on an appointment for June 11, 2018 between 2:00pm - 6:00pm EDT. I received a text message from AHS on Wednesday, June 06, 2018 stating, "Hi DWAYNE! Your American Home Shield service appointment with TOTAL AIR CARE INC has been scheduled for June 11th, 2018. Your technician will arrive between 2:00pm - 6:00pm EDT. Reply to this SMS if you have any questions. I replied,"Thank you very much."

On June 11, 2018, I took the afternoon off from work due to the agreement between AHS, Total Air Care, and me. Total Air Care never came to my house. I called AHS on Tuesday morning, June 12, 2018 to express what did not take place. AHS representative called Total Air Care and spoke with a person there. AHS informed me that Total Air Care would contact me to reschedule the appointment because they couldn't believe they forgot to come to my house. I informed the AHS representative that was unacceptable because I have been without air close to 30 days now. The AHS representative asked me have I purchased any cooling accessories such as fans. I informed the AHS representative no, because I didn't expect to be without air this long. The AHS representative then informed me that there is nothing AHS can do since Total Air Care has already been assigned the Service Request and has diagnosed the problem. I informed the AHS representative that that was unacceptable because my family and I pay our AHS bill and we should not have to sit in a house without A/C. The AHS representative informed me that there is nothing else AHS can do about my A/C, I would have to wait on Total Air Care to contact me to reschedule an appointment.

Unfortunately, this is not the first time I have experienced this type of unprofessionalism with Total Air Care. I submitted a letter to AHS on May 04, 2017 in reference to the same procedures. I lost over $240.00 in wages that day and have lost it again this year again.

I called AHS Corporate Office and explained everything that has transpired thus far. The AHS Corporate Office Representative informed me that her supervisor was aware of the situation and would contact. It is now 9:30pm and no one from AHS has contacted me.

As a faithful paying client, I or no other client should be treated in such an unprofessional manner. I pay my account in accordance with the contract agreement and I have already paid the $75.00 Service Request Fee, however AHS is not adhering to the agreement of the contract. I feel like I am getting the run around and my family and I are suffering in a sweltering house and nothing is being done to correct it. I have missed a half day of work and pay and will eventually have to miss more time and pay pending the work being completed on my Air Conditioning Unit.

Thank you very much.

Dwayne M. Brown
US Army (Retired)

I reported that my dishwasher was not working April 25, 2018. Today is June 7, 2018 and after 4 technician visits and multiple parts ordered...my dishwasher still doesn't work! I was assured that a supervisor "Pam N." would call me Tuesday morning, but I'm still waiting.I was just on hold with AHS, for 45. minutes and there is not one supervisor/manager that can take my call. They will get back to me within 24-72 hours. A and E Factory Service is totally inept as is American Home Shield. Non existent customer service! I have missed multiple hours at work to await technician's visits as well as hours on hold.

The absolute worse experience I have ever had. I am now looking into possibly taking on a law suit which I am sure after reading these other comments I would not be the first! I have been dealing with an issue with my heating and cooling for 8 months now. Over 15 visits and 2 contractors later and I am still here with no AC. Every time I call they claim they are helping but they aren't. The contractors they use do not answer the phone and do not show up on time. They are simply making money off of them and us. At this very moment I am waiting for a contractor to show that was supposed to come hours ago. I called AHS and they had the nerve to say I should hear from them in 4 hours but yet I have been waiting over a week just for the appointment. Everyone does not have the funds to hire and outside contractor hence the reason for the warranty. I sent them this link to view not that it would make a difference but they need to see how horrible they are!

I submitted a claim to American Home shield on my toilets. They sent different contractors. On 5/17/18 Best way mechanical came out replace new parts on the toilets due to they would not flush on invoice#38606, during the repair they brought in electric saws and cut bolts and took the tanks from the toilets during that time they must have cracked the toilets. After they finish the toilets were leaking really bad' I ran out to their truck and got the guy before he left my drive way. he came back in and said it would stop but it did not. I call their office the same day after they left my home and american home shield and reported the repair and the problem. I made an appointment for them to come back and fix the problem. However, on 5/21/18 The
contractor came out said the toilets were cracked and needed to be replaced on invoice#38737. American home stated when the contractor sent them their report the said i Cracked the toilets. I explain The toilets were not working due to their repair and the water was turn off waiting for them to come back out to fix the problem. per the supervisor Marcus at american home stated that they admitted to cracking one toilet that, s why it got replace. BUT WOULD NOT REPLACE THE OTHER TWO THAT THEY CRACKED. american home stated this was not covered in my contract. Why send some one to my home with an F score from the BBB. I trust american shield with the contractors they send to my home and is and always will be a valuable customer I really need my toilets replace. I have been through the ringer behind this problem. At the point where I had to raise the tank top to flush bo bo. Not sure how I went from not flushing to cracked toilets I never turned any bolts nor use a saw..

Service company technicians not knowledgeable about Bosch dishwasher. 2 1/2 hours & unable to diagnose problem. Asked for owners manual & admitted did not know how to take apart machine. Co. Advised AHS not qualified to work on machines & another company would need to be called out. Broke door of machine. Drug it across porcelain tile without furniture pad, scratched & chipped tile. Also, marks on front of machine not removable. Why was this company sent in the first place when they clearly don't work on Bosch. And, AHS asks for brand of appliance.

After making a call for service, it took several days for the plumbing contractor to come to the house. One of the bathroom faucets was not working properly and there was a leak under the sink. The plumber came on May 22, a Tuesday, did part of the job and said that he would be back on Thursday to finish the job. The next day, Weds., we got a call saying the plumber had not yet secured the part he needed and indicated that he would be back the following Thursday to finish up. Several days later I received another call saying it would take another week to get the part and the job was set for the following Thursday. After my complaint to American Home Shield about the length of time it was taking for the repair, they advised that the job would be finished on Wednesday rather than Thursday, one day earlier. The plumber came on Wednesday. This morning I wanted to have the sick hold some water. The plunger didn't work. A water line under the sink had been moved so the plunger hit it and would not go down. I called the contractor and now they will not be able to get back to fix the problem for 4 days.
I am very unhappy with this contractor that American Home Shield has selected to perform plumbing repair work in Henderson, NV. It's been over 2 weeks and there is still an issue. It is apparent that American Home Shield selected the low bidder for their use and "we get what we pay for". This is the first time I have used this home warranty service and if this is a sign of how repairs are going to work, I will seriously consider changing my home warranty company.
The contractor in question is Air Pro Master in Las Vegas, NV.

Since I have been a customer I have nothing but problems with American Home Shield. I started in March 2018.The first problem was my Kenmore refrigerator stopped working I called AHS and was told a service tech would be out in a week so much for getting service quickly like your add says.The service tech came out and checked the refrigerator out and decided the control board was bad.After ove a week the part came in and a few days later the service tech came out and replaced the board.The new board did not fix the problem.I heard nothinf from AHS for about a week I had to call to find what the hell was going on.AHS rep told me the problem was assigned to another company.After about another week The other company came out and said the compressor was burnt.Again I heard nothing again I had to call to find what was going on, I was told the refrigerator was not fixable and AHS would replace it in about ten days.I aske if I could get my own I could not wait another ten days.The rep I talked to said yes I could and send AHS the bill.I teh informed aHS bI did not want the replacement that AHS was going to give me, I ordered a refrigerator from Home Depot .Eveve though I informed AHS three times I did not want the refrigerator AHS was going to give me.A day before my refrigerator I bought from Home Depot was to be delivered AHS had the refrigerator I did not want delivered I had hard time convincing the delivery person I did not want the refrigerator and to take it back.
I did finaly have a refrigerator after over a month.My next proble with your service is my microwave went bad.I called on April 8th and a week latter a service from GE came out and said my door was the problem I waited over a week for the part to be delivered and then I was to call Ge and let them know to make an appointment for the service to come out and install the door.After a few hours of the the replace door the microwave stopped.I call AHS and toled the rep the microwave was not repaired.Again I had to wait a week before the Ge service tech could come out again.The service came and said there wer two parts that was needed and I would have to wait another 2 weeks fro the parts to come in.I was just informed on 5/25 18 that the parts are on back order and some time in June they may be in.I can nto wait after over a month since my microwave went bad.I think AHS should replace my microwave or let me purchase one on my own and like the rerigerator get rembersed.I am rellly fed up with your treatment.AHS is about as unreliable as most companies.

On Thursday, May 3, 2018, I submitted a claim because our air conditioner was not working properly. We received a call the next day that a service repair person would be out on Monday, May 7. On May 7th the contractor came out and said we needed to have both our air conditioner and furnace replaced (they are both 20+ years old) and he would submit the necessary information to AHS.

My husband has called 4 times to AHS: 2 times he sat on hold for more than 30 mins and 2 times he spoke to someone who said they couldn't understand the claim and would have a supervision call him back - which has still not occurred.

It is now May 18 and we have had no callback or received any information on what AHS will do with our claim. We pay a monthly fee for this service and
it is appalling that we haven't heard from anyone.

The contractor indicated that a new central air system WILL NOT work without the replacement of our furnace. The contractor has submitted all of the proper paperwork indicating that both of these systems need to be replaced together. We have had them serviced many times over the years. Now, it is infuriating that AHS is nowhere to be found - once we need help!

I cannot tell you how disappointed we are with your service. It is unacceptable that you take our money every month and then disappear when we need help.

Here is our information:
Plan:
Pick 10
#[protected]
Expires 03/06/19
Address - 1881 Dillon Road Maple Glen PA 19002.
We pay $801.48 each year. Maybe this isn't a lot of money to you, but it is to us and our family.

I look forward and hope to hear from someone soon.
Jennifer and Craig Cubbin
Cell [protected] or Cell [protected].

My heat pump has went out. I have had no air for over 21 days. I can't even get American home shield to call me back. They keep telling me I have been moved up to top priority and get no call back. I have the top plan with them and get no service. I was yelled at by customer service and told there are no supervisors. I was told twice their computers are down and can't help me.

I had my dishwasher repaired last month. While repairing the dishwasher the technician broke the water valve under the sink and said : now you have to get a plumber to fix it ! It is not my problem!Since then I placed 5 phone calls to AHS, one each week, saying what happened and I get the same answer : I will check into that with my supervisor .NOTHING HAS BEEN DONE!I am tired of calling and have no answer. Right now I've been on hold trying to talk to someone for 38 minutes!
I guess I will have to take another action to solve the problem myself with the help of an ATTORNEY!
If there is anyone that would like to try and solve this problem please contact me!

I called on may 4th regarding a failed a/c unit and was contacted by the air supply services ([protected]). When I spoke to the dispatcher, the first available appointment was may 11th. Given that it was more than? Days to satisfy an appointment, I called ahs back to have them recall the request and find someone who could come out sooner. That request was denied as part of the service agreement. I reiterated that a week to wait for a repairman to come out is not right. Fast forward to friday, the service tech arrives and spends 5 minutes trying to find the problem and diagnosis the situation. He told my father-in-law that he found and fixed the problem which was related to the inside unit in the attic. Before I could contact the tech for resolution, my father-in-law told me he was gone. When I called later that afternoon for follow-up, the office was closed for the weekend. I then called my own repair company, who came out on saturday, diagnosed the problem, which was not what the a.S. S. Company indicated and fixed the system.
I then called ahs to get my $75 service fee back and they said that regardless of what the outcome is, the company is paid the service fee. I reiterated to her the circumstances above and lisa proceeded to get the vendor on the line. The vendor indicated that they "tried" to get a hold of me and was unable to. When I check my phone log, I found no record of them "trying" to call em in missed calls, etc. At the end of the day, they are not going to refund the service fee, even though, they misdiagnosed the issue and did not repair the system.
I will be calling the number lisa would not provide to me to complain to corporate [protected]) and notify them that I will be looking for another home warranty service provider.

I have a remote control 62 in high-end fan I was not offered a fan that cost $30.00 from home depot 32 in no remote control with a pull chain. It was not similar features, or capacity, or efficiency, I was lied to on the phone by the company saying that's my only choice or $90.00. When I went back and looked at the contract and it says AHS is responsible for installing replacement equipment and parts of similar features, capacity, and efficiency, but not for matching dimensions, brand or color. I called back and said I was not told the truth and want a manager. All mangers are in meetings and there is nothing they can do. a 32 in fan with a pull chain compared to a 62 with remote control is not the same features, capacity, or efficiency

Called American Home Shield to service a broken garage. They sent a person out, but $75 (and two minutes) later, I was told that it isnt a covered service. I called AHS immediately and they verified that it was not a covered service. I asked why would they send someone out if they knew this, and the response was that I should have read the contract. They atd THIEVES!

We filed a claim on or about April 24 for what we guessed was a pipe leak. AHS sent out Budget Go over. The plumber couldn't duplicate the leak (did no other inspections except turn on the tub). Plumber assumed there was mold because of "leak". We had a mold company come out. They cut a 3ft hole in our ceiling and found ZERO mold. The plumber came back out, didn't find a pipe leak. Finally did more investigating and found the tub spout had a leak. Replaced a $7 tub faucet spout and left us with $1500 in mold and ceiling repairs. The supervisor at AHS told us "it's not out problen" and the home warranty policy doesn't cover mold. THERE WAS NO MOLD. WE HAVE A 3FT HOLE IN OUR CEILING due to incompentancy and negligence with the plumber AHS sent out!

I had logged a call for my washing machine
The vendor had gone out and advised that they required parts.
I then scheduled a recall after the part had arrive
The vendor did not show up 3 time
During this time, I have made numerous attempts to reach them and they continue to be very rude on the phone, put the phone down a few time. I took 3 days off to accommodate the dates and they did not show up
When I call each time now, they either hang up or they are not willing to accommodate my availability as cannot take off from work again.
I called your customer service team and requested for a supervisor to call me back.
It has been day 4 and am not able to get a hold of a manager and am told that I have to accept what I am offered regarding dates and times
Your customer service has been an absolute horrible experience as I have called numerous times and all I am requesting is for a call back from a supervisor to support the request from the vendor to support my availability seeing that they did not show up 3 times.
I have had no luck at all with getting a hold of a supervisor, yesterday I had a voicemail from a supervisor advising that the issue has been resolved as there is an appointment scheduled.