American Home Shield [AHS]
reviews and complaints

Yvonne Perry Contract # [protected]
3119 Pebble Trace Dr Houston, TX [protected]

Requested Service for a leaking toilet Friday, 1-5-2018. Sanchez Services Dispatched Monday, 1-8-2018. Arrived about 10:30am. Jaime Carreon took the toilet apart, replaced the fill valve & flapper & stated he would be back in the week to finish. He left debris all over the bathroom floor & in the bathtub.

Tues, 1-9-2018 @ 4:07pm I called Sanchez Services & asked about the status of the repair. Roxanne stated she would call me back. I called AHS @ 4:10pm & was on hold for 50 min. I spoke to Laurie, who told me I needed to give them 24 hours. I explained that it had been 30 hours, without word. She said she called And Roxanne would call me.
Wed, 1-10-18 Left message for Jaime Carreon @ 11:53am
Wed, 1-10-18 Left message for Roxanne @ 11:55am
Wed, 1-10-18 Called AHS, @ 1:57pm spoke to Jalen who stated Sanchez Services was waiting on parts. Requested that Jalen have a supervisor call me about the delay in repair of the toilet.
Wed, 1-10-18 Called Roxanne again for Status of repair. She gave me the number for Mr Sanchez. I immediately called him & was told he didn't have time to talk to me, call his girl.
Wed, 2:53 Roxanne called said we are scheduled @ 10am Thursday.
Wed, 5:48 pm Jaime Carreon called & stated he would be back during the week, he had to pick up the part.
Thurs. 1-11-18 Text message received @ 1:47 stated technician will arrive between 12:00-4:00pm.

Thurs. 1:51pm Jaime Carreon called stated he would arrive in 30 min.
He arrived @ 2:15pm, it was raining @ his shoes were wet. I asked if he had booties to put over his shoes. He said he would go back to his truck to cover the floor. He came back in walking on my white tile with his wet shoes, spreading a cover on the floor, I explained that it wasn't long enough to cover the carpet & tile. He went back to the truck got another cover, spread it out & then put on booties, while asking me, if I wanted him to come back when it wasn't raining. My carpet is very light & my tile is white.
He was rude, unprofessional and condescending. The owner of the company did not bother to listen to My concerns.
I think it is unacceptable for the simple repair of a toilet to take 4 days.
The AHS Supervisor still has not called as of this time.
Also, I am very disappointed that AHS did not attempt to work with me to get this repair done in a timely manner. I am also sorry that I just referred AHS to a family member.

1. Over the New Year weekend, the furnace for our main floor and second floor stopped working. The problem was later identified as a failure of the inducer motor. The house was occupied and the weather was in the teen and twenties. The inside air temp was in the low 40's. Our house manager sought to contact your 24/7 call center. He called more than six times over several days, was kept on hold for over 30 mins each time. Because of the extreme danger of frozen pipes and after trying to contact you as aforesaid, the house manager had a local tradesman fix the problem at a cost of approx. $1, 500, plus the house manager's time. The house manager finally reached you on 1/9/18 and was advised that you would not reimburse for the costs because you had not given prior approval. This is a "catch 22". We would have had to expose our $1 mil+ home to water damage from frozen pipes or bear the burden of emergency repairs. We could have avoided that conundrum had you answered the numerous calls to you, none of which were answered.

2. The exhaust system for our cook top makes an extremely loud grinding noise at all speeds. Our house manager addressed this issue with you when he finally got to you on 1/9/18. He was advised that that noise was not covered because the exhaust is in working order. Your policy covers "malfunctions" and a noise that effectively renders the exhaust unusable would appear to be a "malfunction" by anyone's definition.

3. The motor that operates on of our garage doors also makes a terrible noise. When our house manager reported this "malfunction" he was given the same answer as #2, above.

We would like you to address all of these matters.

BTW, I am currently on hold with you and have been for 58 minutes. I called two other times today, once waiting 30 mins and once 12 mins. In both cases your reps said that your computers were all down and that they could not assist. I do not think that that service level is consistent with a 24/7 promise.

Hot Shot Appliance Service has been to my house now for the 5th time, and the latest on 6-Jan. They have replaced the control panel twice, the motor, transmission, and the outer tub. This last visit was to replace the control panel (for the second time), which now has caused my laundry room to flood (see attached pictures). At this point, the labor and parts have exceed the cost replacing the washer.

I have requested to speak to the manager who has yet to return my call.

I have now had the plumbing contractors come to my home three times, with two days taken off work. Now they inform me that my faucet needs replacing, which is what they stated the first visit. They also looked (ONLY) at the toilet on the first visit, stating someone else would have to come out and remove the toilet to see what the problem was, I thought that was the purpose of the initial visit. On the second visit, they came with NO parts for the faucet, although the office stated the parts had been ordered and were on the truck. They did pull the toilet, and informed me the problems would likely not be covered.They did a little of nothing on the second visit, and informed you all that faucet was fixed, although it was leaking again a few hours after they left. Therefore, replacement was initially denied, until we called you back, after being on hold for 1 hour. They returned the third time, after not receiving a call until they informed us they were around the corner. Again, no parts and an attempted repair, which they themselves stated was not a true fix. Now they say the faucet needs replacing, and NO they did not come to repair the toilet, even though I'd informed them I understood that I would need to pay.

This is only a fraction of the problems, in addition to be on hold with AHS for 1 hour and 20 minutes today, after the recording informed me that I could expect more than a 10 minute wait, but an hour and 10 minutes.

Bottom line, please send a contractor to my home prepared to work and necessary repairs. For the time I've lost from work, I could have paid out of pocket.

Please call asap, faucet still leaking toilet has been pulled and not usable.

Louis Adams [protected] Spouse Tonia Adams [protected]

Bottom line, two days off work

American Home Shield provides numerous phone numbers as contact numbers. I have tried every one of them with the same results. Waiting 1 - 2 hours on hold waiting for an associate each time now for the last few weeks (November - December 2017). I actually had a call from them wanting to renew my contract and asked to please be put through to someone who could help me with my repair - a dishwasher repair. The person transferred me to the same recording where I waited 1 1/2 hours before hanging up. As far as online repair requests, they don't even give you the option for the appliance needed and want to charge your credit card for service before even scheduling anything. I will be contacting every Real Estate person I know who uses this company and warn them of the way they avoid having to honor their contracts. I will also be putting in a complaint with the better business bureau and anyone else I can think of.

I initially called in a service for plumbing on 12/19/17 for slow drainage in both showers, sinks, linkage in hall shower, toilet stoppage in master bathroom & coming up through shower drain. When the first technician came out on Thursday he said he couldn't get through to solve the problem for the drainage & toilet stoppage & AHS would have to send someone else out who had a locator & camera. After he informed me of that I asked him would you at least be able to fix the link in the hall shower & he stated it was not on the order. I informed him that I know I reported it & it should be on there & his response was since it's not on there he can't fix it. I informed him I understand & that it wasn't his fault & I contact AHS & let them know & I would also inform them of needing to send someone else out. While he was loading up I placed a call to AHS & informed them that the leakage I reported didn't get fixed because they didn't include it on the work order. The representative looked in the system & also stated that it wasn't added to the order. I then informed her that I was aware of everything that I reported & I had 3 people in the vehicle with me going out of town that heard the call & also can confirm I reported a leakage. She stated that nothing could be done & I informed her that was not acceptable for me & I want to speak with a supervisor in regards to this matter. She stated that one was not available at the moment but she would get with her supervisor to have the call pulled. I then asked how long would that take & she said I should hear from someone by tomorrow. I informed her that when they have the call pulled I need to be able to listen to the call as well because I know I reported a leakage. I then informed her about needing someone else sent out because the first technician they sent was able to fix the problem & specially what was needed. After informing her of that she then tells me I have to wait until they report the problem couldn't be fixed before it could be assigned to someone else. I then informed her that I don't have time to wait until he makes all his stops then calls in his findings all at one time when I got [censor] coming up through my shower drain & the holiday is approaching. That is another issue for me but thank God the other company had an available appointment for Friday & was able to fix the problem. Due to trying to enjoy my holiday behind all that I called back to follow up on the leakage yesterday on to find out that no one can tell me anything. The representative by the name of Diane in GA told me that she couldn't even figure out who ALE initials belonged to so she was going to have to get a supervisor to find out for her. Then once they find out the initials belong to they will send a message to her to see if her supervisor had the call pulled yet or not. I then asked could you just have your supervisor do it so I can get it resolved because I'm trying to get my bathrooms renovated & she informed me because the other representative put she was going to have the call pulled in the notes that she couldn't request it to be pulled. Then I asked her could I get a call back once she had done what she needed to do & she informed me that she would call me back once she got an answer & she couldn't even give me a time frame for that process. I also informed her that when the call is pulled I wanted to hear the call as well & she informed me that I wouldn't be able to & I would have to have an attorney to request it because that is between me & AHS. I informed her since I am one of the parties I should be able to listen back to the call just like they are unless it's the company's way of getting over on people. I informed her from here on I am documenting everything for my record & they need to do the same if this how they doing business. If this is the kind of service that I will be receiving from AHS in regards to getting things fixed & not including everything on the work order that I reported I will be discontinuing my contract due to poor customer service. I would like a call back in regards to this matter as soon as possible & I can be reached at [protected].

This complaint is against BB Lewis Plumbing Inc.
Dispatch #[protected]
Homeowner: Vella Salazar
Contract #[protected]

I filed an online request with AHS on 12/16/17 because my bathrooms were flooded due to wastewater backup. Jason from BB Lewis arrived on 12/19/17, passed an auger into my outside sewage pipe, told me he could not pass it past a certain point, did not have the equipment to clear the obstruction and had to call AHS to authorize what he suspected was a root. He said that after which he would get back to me. I have yet to hear back from him and it is now 12/26/17.

On 12/21/17, Erica from AHS called saying that BBL had informed her that I needed a root removal, which was not covered by my policy. She said that BBL could do it for $225 and since the wastewater backup was still ongoing, I told her that I would go ahead and pay for the repair. She said she would contact BBL to set up an appointment for that. I waited and waited but no call came from either BBL or AHS so I started calling BBL myself. Unable to get anybody to answer their phone, I left several messages which were not returned either. On 12/21, I called AHS again about my persistent wastewater backup and my inability to contact BBL. They said they would get hold of BBL. After not hearing from either AHS or BBL, I called another plumbing company, PDQ Plumbing, on 12/22/17, to handle what has now become an emergency situation at my house. Fortunately, PDQ was able to send Daniel that same day to take care of the problem. Upon arrival, Daniel passed a hose from his water jetter down my sewer pipe and immediately released the obstruction. He then passed a camera down the tube and showed me the roots that had to be taken out at a later point in time so that the problem would not recur. I paid him $610 to take that emergency service call and I have had no problems with my drainage since then.

As you can see, BBL could have resolved the problem as quickly at its first visit on 12/19/17 if Jason had the appropriate water jetter in his truck and used it at that time. But because this was not the case, I ended up paying you the $75 service fee initially for nothing and an unusually high additional fee of $610 on 12/22/17 because the unresolved problem had escalated into an emergent situation due to an utter lack of timely response to the situation.

I request that AHS reimburse me for part, if not all, of these expenses that I had unnecessarily incurred due to BBL's unprofessional and incompetent services and its lack of responsiveness to my numerous calls and messages. I can furnish you a copy of PDQ's receipt, if necessary.

Sincerely,

Vella Salazar
1919 Fast Fill Avenue
Pflugerville, TX 78660
512/990-1393

They charged me twice for a service guy that visited only once. Called them 5 Times in one month and each time I call them the agents says there is no supervisor and they will get back to me in 48 hours once reach out to the service guy .no callback ever happens, there is no supervisor to talk to me. Today will be my 6th time I am calling them and probably going to cancel my service and will probably not even get my money back but don't have time and can't take this stress anymore. Basically they are scamming the customer and all they want is your money. Don't sign up for the company run from them like run... no kidding run

AHS is a POS .. Been with them for several years .. Very dishonest company .. Real run around when you need an air conditioner replaced. Waited over 2 months and it was summer time. Now, house has been sold .. On hold for over 1/2 hr .. What a damn joke .. I don't know why our US allows these types of businesses to keep ripping people off without doing a damn thing about it. This is America?

My heat pump stopped working and I called for service. The service technicans arrived and danced around the problem by pointing to an electrical problem, but the electrical issue was LIMITED to the heat pump air handler. The circuit breaker on the air handler kept tripping. Something in their had a little burn on it which meant the breaker was protecting me from a house fire. My heat pump is 27 years old. I was told by multiple sources and the electrician that the compressor is failing in the old system and causing unusual wear and tear on the breaker. Replacing the circuit breaker with a new one will only cause a similiar issue with a new circuit breaker.

The technicians circumvented identifying the cause of the problem to avoid providing coverage. This is not the first technician who's done this on other repairs I have had over the last 3 years.
AHS is no longer reputable. You are just taking people's money. I've had THREE contracts and one of them for over 10 years. I've cancelled before, but this is the last straw. I was left with no heat on the coldest day of 2017, with the buck passed.

Our heat pump is out, which I reported on Wed (Acct # [protected]). The
service provider (Total Air Care) tech came out Thus after lunch. He was
very helpful & informative. He told us that the reverser valve was faulty &
needed to be replaced in order to finish the job. This part was at their
warehouse & he stated he didn't anticipate any issues with getting the job
done on Friday as it wasn't that busy currently.

I took the day off work on Friday & called Total Air first thing that
morning. The rep stated they had the part & were waiting on AHS's approval.
I called AHS to see if we could expedite this as temps were going to dip
below freezing this on Sunday. I was told they hadn't received the
transmittal from the service provider & that service providers had a 48
hour window to send this (like I was being unreasonable trying to keep the
ball rolling since cold weather was approaching...).

I emailed Total Air after the frustrating call to AHS to try & keep updated
on the status. They called around lunch and stated that they had the
part but wouldn't have a technician available for the repair today; it
would be Monday. She double checked to see if they could get a tech but
then said no. I was understandably upset & they transferred me to a
supervisor. I asked if there was any way that a tech could come today due
to the weather & she stated they didn't have the part nor a tech. I told
her two different people stated they HAD the part. She said they were
incorrect. She also said the tech mispoke as they were busy. The part was at
the warehouse & would be picked up Monday morning before the repair. I
asked if there was an ‘emergency' status or anything to help us as my mom
is elderly & we have NO HEAT & it's going to be in the 30s on Sunday. Even
the emergency heat doesn't work; it blows COOL air! We also live in an
older, above-grade home so it gets cold! No emergency status, no one seemed to care. Baffling... That's the impression I got from both the AHS rep & from Total Air. No one cares & there's nothing we can do about it…

NOTE *** The tech seemed to care & was being honest as he'd certainly know if they were busy or not! I just discussed the situation with a friend who works for another HVAC company. Apparently service providers put full payment customers ahead of warranty holders as they make more $ on non-warranty jobs. This perfectly explains what happened. If the tech finished our diagnosis on Thus at lunch then NOTHING should have kept them from picking up the part Friday morning & completing the job. The parts are allover Jax, my friend looked this up. So - it appears - we were put on hold merely because we have a warranty...So very comforting especially AHS rates increasing through the years & coverages decreasing...

Our heat pump has been problematic for years & I have asked for
'assistance' from AHS in getting an upgrade especially since I have paid in
THOUSANDS through the years but, again, AHS doesn't care…

My husband & I work hard & try to do the right thing by having a home warranty but knowing that I am nothing but a number without an advocate really hurts. Not one of the extremely emotionless representatives from AHS nor Total Air tried to do anything to help us with our situation! This is
extremely disheartening.

So I took a day off needlessly on Friday & will now have to take off before
lunch tomorrow. I've lost a weekend as I've been doing all I can to try &
keep my mom comfortable as she can't tolerate the cold. Tonight will be the
coldest. I'm a bit befuddled as you'd think a home warranty company
actually cares about its people. After reading numerous negative reviews
this weekend on AHS then maybe we chose the wrong one years ago.

VM from Jacksonville, Fl

On Nov. 27, 2017, using the phone system, I filed a service request for a plumbing leak. I had to authorize payment before the complaint was accepted. Two days later a technician arrived, verified there was a leak, and said that before he could fix it he had to have authorization from AHS. Hours later you denied the request, leaving us out $75.00 and plumbing that still leaked.

If I had been able to speak to someone, they could have told me that my leak wasn't covered. But that option was not available when I filed the claim. I am requesting reimbursement of the $75.00 since you didn't fix the leak.

RE: contract #[protected]
Burton Sage
2336 Nabal Street
Escondido, CA 92025

Our furance ceased working yesterday, 12/6. I called a service request in today, 12/7 and the first available appointment for repair they have is 12/14.

It is dipping below freezing temperatures at night - forecasted for 27 degrees tonight.

It is COMPLETELY unacceptable if we have paid for our home warranty to have service scheduled so far in the future. One day? Two days? I understand - AN ENTIRE WEEK - completely unacceptable.

They indicated they'd place me on a cancellation list and "if" there is another opening they'll try to make that work.

If I am not able to receive timely service, I would like my contract fees replaced and the contract cancelled immediately.

Thanks for your help

I was trying to reach customer service for mail I am getting from you reqarding delinquent fee of $75.00. My credit card shows a payment to AHS for $75.00 on Oct. 28th 2017. The plumber was at my home on Oct. 27th 2017.
Please let me know what I am delinquent for?
I just made another payment of $75.00 online, but I think I am over paid.
Please check my account for past payments.
My name is Bea Gonshor
16726 Ashley oaks
Encino Ca 91436
[protected]

AHS practices in Deceptive business practices
1) failure to meet contractual obligations related to response times;
2) failure to expedite services deemed as emergent;
3) false denials leading to delayed service repairs;
4) inappropriate, inaccurate and inconsistent interpretations of contractual terms and coverage;
5) misleading and/or outright lying by customer service representatives by misinforming, changing or misrepresenting AHS obligations over the phone;
6) AHS customer service representatives impersonating "AHS Supervisors" when asked to speak to a supervisor or superior to assist in clarifying inconsistent messaging and their inability to provide accurate information.

Customer Service Representatives are unable to interpret contact terms, lying to customers and denying claims. Did not have installers available for ceiling fans so I was instructed by AHS to get an installer on my own and they would reimburse the installation fee. DENIED, claiming "they" never said that. I spoke with a "supervisor" buy was informed when trying to get my reimbursement that they do not have "supervisors" so they could not have promised they would reimburse. I was with them for 4 months and then I cancelled. Horrible company. I filed a complaint with the idaho attorney generals office, federal trade commission and any other message board and consumer protection organization that I can think of and I will continue. I am amazed this company continued to be in business and I will continue to do what I can do make sure they do not succeed.

AC went out end of June 2017. New one put in August 2017. One month later September 2017 ac freeze up due to faulty coil. New coil is waiting to be put in. Your company wants me to pay for freon. Freon should not be payed by me because of faulty product. AC went out in the hottest part of summer. I had to leave my home. I am unable to go without ac due to injury.
Jayne Baker
1731 FM 2200 W
Devine, Texas
[protected]

On Sunday, 11/12/17, I called AHS regarding a heating problem in one of my rental homes. I waited 45 minutes for someone to take my call. The person that I spoke to started a work-order and explained that I had to call on Monday, November 13, 2017. When I contacted the heating company they told me that my work-order was to have my air conditioner repaired. I had to call AHS back and explained that my work-order needed to be changed to have my heating repaired. I was told that the first company (Southern Comfort Heating and Air) only did AC repairs. I was told by the AHS representative that they would give me another company that did heating repairs (Extreme Heating and Air). I asked for and received a work-order number. I called Extreme Heating and Air and gave them the work-order number that I received from AHS. The representative that I spoke to at Extreme Heating and Air told me that the number that I gave her was not a valid work-order number. I called AHS back again and stay on hold for 45 minutes and the call was abruptly disconnected. I called AHS back and waited another 45 minutes before I spoke to a representative.
The AHS representative told me that the work-order number that I had for a second time was for AC repair and not to have my heating repaired. The representative told me that whoever I spoke to at AHS the second time gave me my AHS contract number and not a work-order number. Due to the incompetence of AHS personnel it took over 5 hours to get my heating problem resolved. This is totally unacceptable.

I have been without hot water since Friday (11/10) I submitted my request on Saturday morning (11/11) when I realized my hot water heater had a steady flow of water coming out the back. Due to weekend hours, AHS would not provide assistance so I had to reach out to another Plumber for assistance of how to turn the water heater off to reduce water damage & they told me it would need to be replaced. I received a quote & they advised they could replace my hot water heater on Monday (11/13). Today, (11/13) I had to take off work to wait on AHS contractor because they refused to call 30 mins prior to arrival. I was given a 10am-2pm window for their arrival. They called at 2:30, to let me know they were 15 mins away. I called AHS back at 4, as they had not shown up. At this time, I was placed on hold for 20 additional minutes until the technician finally showed at approx 4:30. The technician then verified what we already knew, the hot water heater needs to be replaced. Discount Contractors advised they could replace in a week - as this is how long it would take them to get a heater. AHS is refusing to reimburse for the Plumbing Company I have that can do this repair NOW! They are licensed & insured; therefore, should be eligible to do the repairs due to Discount being unable to repair in a week. I have a baby that I have not been able to bathe in 3 days! This is completely unacceptable.

I have been on hold with AHS to cancel my contract for 1:04 minutes... absolutely ridiculous

Mike, of Service Pro's of VA, replaced the accumulator on my heat pump in July, but did not weld it properly, according to Jeremy of West End Heating and Air (today 13 Nov 17). I paid Service Pro's $565 at that time for freon.

The cost to fix the weld and replace freon today is $920. I do not have this and don't believe I should pay it if I did. I have been paying AHS premiums for 20 years to repair or replace appliances that need it.

Can you help me, by either authorizing the replacement of this unit, or having Service Pro's provide the freon without charge.

I scheduled a repair call online on 11/11/2017 for my hot water heater. When I realized your system automatically placed me with Hurst Plumbing out of Tyler, TX (without giving me options to choose a plumber), I immediately cancelled the request and called in. I was still not able to reach a real person so waited until this morning to call and request service. My husband called, and after being on hold for 45 minutes, was told that we did not have the right to NOT use Hurst Plumbing since I had already placed a service request, even though it was cancelled.

I believe we have to right to deny having Hurst Plumbing return to our home since we had issues with them before one two occasions (which I complained to AHS about for the second repair call). When Hurst came out the first time, the plumber did not repair our faucet properly. The second time I called in for service (for the same faucet), the second plumber initially told me we didn't have any coverage. After arguing with him for about 30 minutes, he got on the phone and found out that we did have coverage. Then, after he did the repair, he tried to charge me $75 extra (without informing me prior to the charge). What happened, he had to cut into the wall to get to the faucet. He told me that if he had cut into the wall INSIDE the house, AHS would pay for the wall repair. Instead, he cut into the outside of the house and said that AHS would not cover this repair and he had to charge me $75. I told him that he should have advised me of this BEFORE he cut into the wall. I would have cut into it myself since I have to repair it myself.

Every time that I have used a AHS service, I have been pleased with the repairman and they have always advised me UP FRONT of the possibility of any extra charges. We feel like Hurst is not reputable enough to handle repairs properly and request that another plumbing company come out to help with the hot water heater.

Right now, I am on hold AGAIN with AHS (40 minutes), to try to get a different plumber and have a service call scheduled. We have been without hot water for two days now.

AHS needs to make it clear that we DO or DO NOT have options for a repair company BEFORE placing a repair request. I am sure this has happened to someone else before.

I appreciate this matter being expedited since we have had AHS for years and we need hot water NOW!

Thank you,

Debbie Helton
[protected]
Contract # [protected]
1519 Tanglewood Drive West
Hideaway, TX 75771