Menu
American Home Shield [AHS]
American Home Shield [AHS] Customer Service Phone, Email, Contacts

American Home Shield [AHS]
reviews & complaints

Learn how the rating is calculated

1.2 1344 Reviews

American Home Shield [AHS] Complaints Summary

56 Resolved
1284 Unresolved
Our verdict: If considering services from American Home Shield [AHS] with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
Verified
The authenticity of the customer service contact information for American Home Shield [AHS] has been meticulously verified by representatives from ComplaintsBoard using our proprietary verification system.
Get notifications about new complaints and reviews of American Home Shield [AHS]. We promise not to send you any unrelated messages.
Share
Claim Your Business
Take control of your profile: address complaints and engage with reviews
Write a review File a complaint

American Home Shield [AHS] reviews & complaints 1344

Filter reviews by rating
5
0 review
4
0 review
3
0 review
2
0 review
1
4 reviews
Sort by:

Newest American Home Shield [AHS] reviews & complaints

ComplaintsBoard
J
5:15 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

American Home Shield [AHS] lack of urgency & assistance for warranty holders

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

Read full review of American Home Shield [AHS]
Hide full review
ComplaintsBoard
J
2:50 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

American Home Shield [AHS] heat pump — defective weld of accumulator by service pro's of va-lost all freon

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.

Read full review of American Home Shield [AHS]
Hide full review
ComplaintsBoard
D
9:22 am EST

American Home Shield [AHS] hot water heater

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

Read full review of American Home Shield [AHS]
Hide full review
ComplaintsBoard
M
10:13 pm EST

American Home Shield [AHS] lack of service and response from vendor & ahs

We have been waiting since August 23rd 2017 to have our oven/microwave combo and our cooktop vent repaired due to an electrical surge. We have been as patient as possible, but now we are at our end. The horrible customer service from your vendor Accord Appliances is beyond belief and I do not understand how they can remain an approved vendor. They have been out two times and not brought or ordered the correct parts. They then closed out our claim with AHS without ever fixing the appliances. When we contacted them to try and schedule the replacement of the parts they refuse to schedule to job since they closed their file as they apparently left a message while we were away on vacation. We had to call AHS to re open the claim and still they don't call or schedule the repair. We are at over 2 1/2 months with nothing done. We won't have a kitchen to cook Thanksgiving dinner in and we are beyond angry. Since your vendor will not and can not repair our items we want them replaced with all new asap.

Read full review of American Home Shield [AHS]
Hide full review
ComplaintsBoard
O
9:57 pm EST

American Home Shield [AHS] charges for no service

I called in a repair order. And no on ever came to my house they called once left a message to call them back. And next thing I know you are charging me for a repair that was never fixed. The after waiting for an hour and 20 min on the phone your rep Ashley was no help and I was again told that I have to pay another fee for them to send put another company to fix my heater. I never again will allow airtight heating and COOLING in my home as you sent them before to fix my air conditioning which wasn't fixed and now they font even cone to my house but yet I'm charged and I have to pay another company. What kind of business are you running.

Read full review of American Home Shield [AHS] and 1 comment
Hide full review
1 comment
Add a comment
P
P
pobarjenkins
Minneapolis, US
Nov 09, 2017 1:31 am EST
Verified customer This comment was posted by a verified customer. Learn more

You could try contacting your bank and disputing the charge if they never showed up at your home and refuse to refund you.

ComplaintsBoard
K
12:22 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

American Home Shield [AHS] customer service representative - jaylan

11/7/17 Claim #[protected]. I waited on hold for over 30 minutes only to get an insensitive rude representative. Her name was Jaylan (Memphis, TN) and she wouldn't give me a employee number or transfer me to a supervisor as I requested a number of times. She kept talking over me and wouldn't listen to me and let me talk. She kept repeating the same things without letting me talk. When I told her that she just kept raising her voice and saying I had to respect her. Really, I have to go out of my way to respect her? She said the phone call was recorded and I hope it was. She shouldn't be in customer service because she doesn't understand who a CUSTOMER is and that her job is only as good as the customers who pay the premiums. I asked more than once for the process to make a complaint and she NEVER gave me this website. She got me so infuriated because of her talking over and over me that I swore, which I apologized for. When are your representatives held responsible for actually helping a customer and listening to their issues? This lady is not only unhelpful but made a situation worse by the way she "handled" the call. Please listen to the call and notice how many times she repeated herself and interrupted me when I tried to speak.
Our LG refrigerator is less than 3 years old. We have been without a working refrigerator for over a 1-1/2 weeks and the parts aren't even ordered which is not what the tech told me on 11/2/17. He said they would be ordered and in in 3-5 days. I called today and found out they haven't even been ordered and won't be until later today when the tech gets back to the office. This is unacceptable that they probably wouldn't even be ordered today if I hadn't called (and maybe still won't be). The lady at that office told me they might be back ordered as well and that they won't schedule the appointment until they receive the parts, which further delays the repair . These parts should be expedited and an appointment scheduled in anticipation of the parts being delivered.

Read full review of American Home Shield [AHS]
Hide full review
ComplaintsBoard
H
8:47 am EST

American Home Shield [AHS] kenmore clothes dryer

continuous returns for the same problem.2 new parts were installed, to no effect.this is not the type of service I am accustomed to from ahs.contract
#[protected]. I would appreciate your attention to this situation. the appliance
service says the electrical system is the fault. the electrician has checked the breakers, taken of the front cover and examined each breaker to be working
as it should.yet something in the dryer keeps flipping the breaker.

Read full review of American Home Shield [AHS]
Hide full review
ComplaintsBoard
D
2:50 pm EDT

American Home Shield [AHS] unethical behaviour

On 10/27/17 N & K appliance tech came to service my dishwasher. I advised him that I had just had my kitchen sink faucet repaired by another contractor only days before. The dishwasher stopped working after the faucet repair. I requested service online which kept me from having the company which fixed the faucet check out the problem. The N & K appliance tech advised me that the water valve for the dishwasher had not been turned back on. We had no prior issues with the dishwasher before the sink faucet was repaired. I still was required to pay the for the service call which I don't have a problem with. But the fact that the problem was created by the previous contractor and cost me $100 is what I feel is unethical and demonstrates a lack of concern for AHS customers. After contacting customer service, they insisted that there was nothing they could do. Its one thing if and appliance breaks down on its own in which I have not problem paying the service fee. Its another if the cause for breakdown was caused by the previous contractor.

Read full review of American Home Shield [AHS]
Hide full review
ComplaintsBoard
S
7:06 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

American Home Shield [AHS] poor and s l o w service

To talk to a person to complain, plan to wait on hold for at least 30 minutes. I am waiting on the phone now for 55 minutes and it appears that the music stopped and I probably got disconnected.

If you do finally get through, you'll get someone that is informationless and incapable of making a decision. They seem to be tolerant to hearing complaints. They probably received training on how to listen to complaints, but not do anything about it. They are worthless. I never was able to talk to a supervisor. Even when they call within the company it seems that they are placed on hold as well. There is no direct line and they don't offer it.

The contractors that AHS hires are incompetent and don't show up on time. When they do, they try to do as little as possible or nothing at all.

Every visit costs $75. Plan on them having to return at least 2 or 3 times before the item is repaired. Expect that they will blame the problem on the house. For instance, if the dryer doesn't dry, it's because the vent to the outside is blocked and that's not covered. If anything actually does get fixed, plan on paying something out of pocket. If the A/C drain hose is blocked, it's not covered. If you need freon, plan to pay $85/lb out of pocket.

There's little to know email or paper trail to follow. So if you are building a small claims case, good luck. They do well at preventing any direct email between the home-owner and AHS or with the subcontractors.

They pride their web service and try to always direct you to the website, but it just has a form to fill out. They ask for the service number, but you're never given a service number (part of the obfuscation of info).

If you have a rental condo know that they don't allow their contractors to enter the property unless someone is there. I guess their incompetent contractors are also thieves.

Their contractors businesses are no-where near your property. We have a HVAC company in Jacksonville FL servicing our system in Tampa. It's about a 4.5 hour drive.

I would not recommend this to anyone. I'm going to cancel the contract.

Read full review of American Home Shield [AHS]
Hide full review
ComplaintsBoard
L
12:48 pm EDT

American Home Shield [AHS] freezer and ice maker not working

I submitted a form on 09/18/17 that my freezer/ice maker was not working. It then said that Hammond services would be contacting me for a service repair.
They called the next afternoon and set up a time to come look at it. When they
walked in they opened the 2 drawers to my freezer and said they it seals were
not sealing correct and that was the reason my freezer was not staying cold. They then said just to be safe they are ordering an ice maker. The one I had would try to make the ice an would freeze the top thin layer but would not dump the ice due to it not being all the way froze. They never once pulled out my fridge and checked anything like the blower fan that is supposed to circulate the cold air so everything freezes. They said they would be back in a week. 1 Week later they returned with the new ice maker and said give it 24 hours to make ice and they the seals they received were the wrong ones so they would be back once the correct ones are received. I asked how the ice maker is supposed to make ice if the freezer is not cold and the reply I got was that should have nothing to do with it. LOL well we all know that it does and I don't have a appliance degree. Anyway 2 weeks passed and we hadn't heard anything so we called Hammond services said they ordered the wrong part again and this time they received a LG TV, mind you this is a freezer and not a to that was being repaired. I then hung up and called American home shield to ask them if they had anyone else who could come look at my freezer because I didn't think the other company had any idea what they were doing, they reply I got was I will cal them myself will you please hold. So the lady at Home Shield called Hammond services and then got back on the line with me and said that I was right they acted unprofessional and they ordered the part themselves from sears and was supposed to go through them so that is why a TV/Wrong part was sent. She then informed me that since Hammond services had already come to my house we had to stick it out its them and let them try
to fix the issue. I then asked even if the part that we are waiting for more than likely isn't the reason my freezer won't cool and she said yes. Well my husband was furious my this time and he called Hammond services and told them what he thinks is wrong and asked them to come pull out the freezer like they should have the 1st time and the reply was mg I didn't think of that and yes it could be the reason its not cooling. She was going to have the Tech
call us back and well that has been another 2 weeks and still never got a call back. So we are now into a month with no ice and no freezer and after a 45 min wait to get a hold of Home shield today they said the part should be here in 5 to 7 days. So now we get to get another part that I don't really think is the issue to why my freezer isn't working. I also told her they replaced an ice maker that still isn't making ice because its not cold in the freezer and that nothing was wrong with the other one because its doing the same thing as the new one. This is ridiculous that we are having to go though this for a service we pay for. I normally don't do reviews but I'm fed up with getting the run around and I feel like we are more qualified than the service techs home shield sends.

Read full review of American Home Shield [AHS]
Hide full review
ComplaintsBoard
C
5:04 pm EDT

American Home Shield [AHS] plumbing

I spent over 1 hour on phone waiting for a live body at American Home Shield to answer. Then that person hung up on me while I was speaking. The next time I called, it was 20 minutes for someone to answer. The AHS plumber, "P.D." at Kintex, who came to evaluate my cold water faucet, that I had thought had apparently broken off from the base, spent a total of 5 minutes evaluating the problem. He did not use any tools, he did not look underneath the sink, he did not attempt any repair, and he did not ask me any questions. He then apparently, I found out later, reported that the faucet handle had broken off due to "misuse". Normal wear and tear are covered under the contract but "misuse" is not. Therefore, AHS denied any request for subsequent repair or replacement and said that "misuse" was not covered in the contract. I then called several times to AHS to dispute this evaluation by this "plumber", since I have only lived here in this dwelling for a couple of months and there was no way that this faucet was misused, but I was told that there was no way for the assessment by this "plumber" to be disputed and that a second opinion by a 2nd plumbing company might cost me another $75.00 service fee. I was LIVID! This American Home Shield company should be investigated for fraud. And as soon as I figure out the avenue for that, I will be the one to do it. I will not rest until they are exposed.

Read full review of American Home Shield [AHS] and 1 comment
View 0 more photos
Update by ChristinaCarlee
Oct 15, 2017 5:37 pm EDT

By the way...I want to let the American Home Shield complaint department know that I have also copied my complaint to my U.S. Senators, Marco Rubio and Bill Nelson. I have also copied in my congressional representatives, Gus Bilirakis, Kathy Castor, and Charlie Crist.

Update by ChristinaCarlee
Oct 15, 2017 5:13 pm EDT

I then called "P.D." at Kintex Plumbing directly to find out why and how he had determined that my faucet handle problem was a result of "misuse", as he had reported. "P.D" (that was the only name he would give) had a very significant accent and said he was Bulgarian. He then told me that "normal wear and tear" (which happens to be covered by AHS) and "misuse" are the same thing. I told him that they indeed are NOT the same thing! I asked for the name of his supervisor but he would only tell me that it was someone named "Sue" and that he did not have her last name.

Hide full review
1 comment
Add a comment
R
R
R6500
, US
Oct 28, 2017 3:53 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

Funny, I saw facebook on their website, and clicked on it, and saw your complaint. I am also having an issue with AHS, and have called four times, and been waiting for someone to pick up for over an hour myself. I have been a policy holder for many years, and while there are some glitches, it has never been like this. I am also incorrectly being denied on a plumbing issue that should be covered, and will also continue the fight, as they are 100% wrong. FYI, a plumber also tried to pull the "misused" faucet angle on me too once, and it was BS. Keep on fighting, and good luck. It is incredibly frustrating!

ComplaintsBoard
A
8:41 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

American Home Shield [AHS] services

First of all I spent over an hour and 20 minutes on the phone on hold, someone answered then hung up on me and I know it wasn't my phone because I was didn't move. Second time I spent over 45 minutes on the hold and the person didn't help at all. I was scheduled for someone to come out to my home tomorrow to fix a leak in my bathtub and leak in my toilet. They called me today at 3:30 to let me know they're not able to do this because the contract is now with the agency Tuesdays and Thursdays and not Tuesdays and Friday. I work full time and have Fridays off that's why I scheduled it for Friday. I asked them about how my appointment was made before the contract and changed but they still wouldn't honor the appointment they had already made. The person who cancel the appointment told me that somebody from American Home Shield will be calling me, they never did I had to spend waste my time waiting on hold for somebody to talk with someone. I was told tonight that they had 24 hour notice to get in contact with me, this is not helpful at all, it would have been much easier for me to do it myself and probably cheaper. I am not sure why I pay the money because I'm not really sure what you guys do very very unsatisfied with a service. I will not be renewing the service once my contract is up and I'll be telling anybody who asks not to invest in your agency.

Read full review of American Home Shield [AHS]
Hide full review
ComplaintsBoard
Y
10:03 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

American Home Shield [AHS] customer service

This company is ridiculous! You have ineffective service in every way! You left us with a large hole in the wall after a plumbing issue for 3 weeks without even contacting us to get it repaired, and your wait time to speak to an agent is 1 hr. In additon, we have had 3 service calls in three months with a patched up air conditioning unit that needs replacement that your company will never allow due to cost. Just ridiculous and unethical.

Read full review of American Home Shield [AHS]
Hide full review
ComplaintsBoard
R
5:16 pm EDT

American Home Shield [AHS] poor service response and unsupported documentation of determined cause of problem and resolution.

Submitted online request with AHS warranty for leak on evening of September 5. Promptly received email that we would be contacted within 24 hours to schedule repair appointment. Never received a call from contractor.
Placed called to contractor A+ Service Techs on morning of September 7 and scheduled an appointment for September 11 between the hours of 8-12p. Technician arrived and examined leak and said he would be in touch after talking with AHS. Again no call or email was received.
Placed call to AHS on morning of September 16 spoke with representative (Rosslyn) very helpful and courteous and said she would place a call to contractor and for us to check back later to see status of repair. Said that there was not a diagnosis received.
Placed call to AHS again on morning of September 18 and spoke with another helpful representative (Toya) who said that contractor was sending out details regarding repair.
Later that week a message was left (by April of AHS) on home phone saying that cabinet needed to be removed in order for repair. A later message was left on phone stating that the repair would not be covered.
Placed call to AHS to find out why repair was not covered spoke with AHS representative that was curt, and discourteous and simply not pleasant (Kathy). I was not asked "how can I help you?" The conversation began with "May, I have your contract number?" I was having trouble reading off my phone and before I could get to read the number I was greeted with a sarcastic, "Hello?" As the conversation continued I was told that the repair was not covered because there had been a shift in the foundation of our home that caused the leak. That the leak had been there for some time and the walls were moldy and therefore this was not normal wear and tear." (There was no explanation whatsoever as how a plumber could come to that conclusion. If there had been a shift in the foundation would there not have been other areas of damage. It was also eluded that there had been work done in the house that caused the problem. The kitchen had be redone over three years ago.) When I asked how I could cancel my warranty I was quickly given the address to the headquarters in Memphis and the conversation ended shortly afterwards.
To day I have not received any written explanation for the denial and not once was I ever contacted by the contractor except for when they were 30 minutes from my house.
I still have the leak and I will be canceling my warranty after more than 10 years as a customer.

Read full review of American Home Shield [AHS]
Hide full review
ComplaintsBoard
T
11:40 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

American Home Shield [AHS] charges for a 'follow-on' service request

I, Thomas Dyer, 4393 N Hulbert Ave, Fresno CA 93705, on or about 7/25/2017, I placed a follow-on service request to complete the repair on my pool pump. I was told by your service rep that this would be classified as a follow-on call since it was directly related to my original service request about 2 to 3 weeks earlier. Your rep assured me there would be no additional service fee for this call. This service call is listed under invoice # [protected], dispatch # [protected]. When I received your original bill on 8/7/17, I spoke to your agent who identified himself as Tony Gervile. He assured me that they was no outstanding charges on my account and that I could ignore this billing. When I got this past due bill I immediately called your agency only to be treated rudely and hung up on. This was mid afternoon 9/21/17. Is there anyone at AHS that can explain to me why I received this bill for a FOLLOW-ON call?

Read full review of American Home Shield [AHS]
Hide full review
ComplaintsBoard
A
12:14 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

American Home Shield [AHS] a/c - still not fixed - 1 month mark

I filed a formal complaint with the BBB, as this is unacceptable service.

Thank you for using the Better Business Bureau's Online Complaint System.
Your complaint has been assigned case # [protected].
Correspondence regarding this complaint will be emailed to : [protected]@hotmail.com
Please print a copy of this for your records.

Filed on : September 23 2017

Filed by :
Abbey Skinner
10200 Gandy BLVD N 936
Saint Petersburg FL 33702

Filed against :
American Home Shield

Complaint Description:
Requested A/C service in FL on 25 Aug, paid service fee of $100, it's currently 23 Sep (one month) STILL not fixed.

Facts:

- I've had an AHS contract (monthly payment) for 2 years - a total of $1079, 76

- A/C broke, called in Friday, 25 Aug 2017 - note this is a Florida property during summer

- $100.00 service fee automatically drafted from checking account 1 Sep 2017 - Today is 23 Sep and my A/C is STILL not fixed

- I've called AHS and contracted company AAA All Brands Appliance [protected]) every week, sometimes twice a week for status - each phone call is at least a 25 minute wait (about 9 hours total on hold)

- Due to my A/C not being fixed in a timely manner (going on 1 month now), my bamboo floors buckled due to humidity in the home ($2, 200)

To sum it up, having a contract with AHS cost me $3, 779.76 (Contract = 1079.76 over 2 years, 100.00 = service fee, even though services have NOT been rendered, 2, 200 = new floors, 400.00 for A/C coolant that has not been filled), 9 hours of my time, unable to list property for sale due to A/C, and a rise in blood pressure.

I HIGHLY recommend NOT using American Home Shield or AAA All Brands Appliance, ever.

Your Desired Resolution:
I fully expect American Home Shield to reimburse my service fee of 100.00 and the entire contract I've paid over 2 years, as I paid it for nothing, clearly and it only cost me MORE money doing business with them. A total of 1179.00 (contract and service fee, not floors and coolant) should be refunded. I realize in the contract they do not reimburse for secondary damage (bamboo floors buckling), however, if services were rendered in a timely manner (NOT longer than a month and still waiting), this never would have happened.

Bottom line, this is the worst service I've ever received for home maintenance & cost me a lot of money.

This case will be reviewed by a complaint specialist at the Better Business Bureau, and then forwarded to the business for their response. It is our policy to allow the business 30 working days to respond to your complaint. You will be notified when the business has responded.

What would you like to do next?
View the status of your complaint
Return to the BBB Homepage BBB Privacy Policy

Read full review of American Home Shield [AHS]
Hide full review
ComplaintsBoard
D
2:32 pm EDT

American Home Shield [AHS] multiple delays and broken promises on air cond repair / replacement

Claim # [protected]

contract # [protected]

patsy edwards
78975 del mont court
la quinta, california 92253
home phone [protected]
cell [protected]

9/10/2017 call for repair

9/12/2017 repair approved

muitipile calls ahs and anthem (contract0r)

9/20/2017 call to ahs about delays and issues
anthem to have parts by 9/21/2017 or
new unit will be authorized
9/21/2017 no action no contact from ahs or anthem

9/22/2017 call to ahs previous communications not recorded or
available told ahs has 28 days to make repairs
asked to speak to supervisor----no supervisors on
friday
15 year customer very unhappy

Read full review of American Home Shield [AHS]
Hide full review
ComplaintsBoard
S
12:08 pm EDT

American Home Shield [AHS] last service for my pipe leak

My name is Salah Boules Contract # [protected]
My address 435 Mondale St, Corona, CA
I asked for service Pipe leak, They sent me contractor called
Inter City Plumbing was the worst contractor ever
They sent on person first day without any equipment to find out where there is the leak, he can't find anything .
the second guy came without any equipment and tools, for tracking time he came late one hour excusing he was in Home Depot to get some materials, he spent three hours to find out where the leak because he didn't have any equipment, he dogged the concrete in the garage under the water heater, he did't find anything he start to call his boss every 10 minutes to find how to sole the problem, his boss told him you have to digging at another room, he did and left the floor for the garage and the other room without patching what he did, asked me to get him ladder and hose to empty the water heater, not professional at all the Guy did a big damage for the floor and the drywall and asked me to get another company to fix what he did ... otherwise i have to pay $ 500, the total damage will cost me $ 1600 to fix the dry wall and the concrete and garage floor Epoxy, i need my money for this damage
Thanks,
Salah Boules

Read full review of American Home Shield [AHS]
View 0 more photos
Hide full review
ComplaintsBoard
R
9:26 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

American Home Shield [AHS] hvax repair

My agreement number is: [protected].
August 24, 2017: A service request was placed on for my A/C (central air) unit. August 26, 2017: A technician from Ecco Tech Home Services went to assess the unit on and reported that the unit needed a compressor, high and low pressure with, and copper coil. He said that he would call American Home Shield (AHS) for an authorization to repair the unit and call me back. I never heard back from him or AHS.
August 31, 2017; I called AHS and was informed by that the authorization was received 24 minutes prior to my call and it would be an additional 24-48 hours before the repair could be authorized. When I talked to Ecco Tec, they said that the authorization was submitted on the 28th of August (conflicting stories from each organization). Back to 31 August: fortunately, the computer system crashed and a supervisor had to return my call. I was informed from someone during the return call that the authorization was approved but there was some things that I had to pay for. The call was disconnected before the conversation was complete and no one ever returned my call. I called back a few hours later, waited for 2 hours to be connected to some one, and was given the information on what I parts of the repair I needed to repair. I was informed that I had to cover the expenses for the freon, high and low pressure switch, and the copper coil/wire. I was informed that the high and low pressure with as well as the copper coil was not with in regulation / code; that it was an upgrade; and as such AHS would not cover the expenses. When I talked to Ecco Tec, the technician informed me that it was an upgrade, but not because the parts do not meet code or regulations. The parts had to be replaced because there was not a compressor available for my unit. As such a different compressor had to be used. In order for that compressor to work, the high pressure switch, low pressure switch, and copper had to be replaced. I find this contradictory to the information from AHS. As such, being that all parts were required to make the unit functional, AHS should be responsible for the costs of the repair.
September 6, 2017: After not receiving further information from anyone, I called AHS and was informed that the system was down and that they could not offer me any information. Contacted Ecco Tec and was informed that there was a document that I need to sign. Was told that they would email it to me that day.
September 7, 2017: After not receiving the document, I called Ecco Tec again and received the form that day; signed it; and returned it.
September 8, 2017: Called Ecco Tech and was told that I needed to pay for half of the repair upfront but when I attempted to do so, I was told that the "system" was down. Was informed that they would call me on Monday to receive payment and confirm that repair date.
September 12, 2017: After not receiving a call from Ecco Tec, I called them; paid half the cost of the service; and confirmed the installation date for September 14, 2017 between 8:00 and 10:00 a.m.
September 14, 2017: Received a notification from AHS saying that my repair date was rescheduled from September 15, 2017. Talked to the tech at Ecco Tec, who confirmed that he was still arriving on the 14th. The Ecco Tech technician did not arrive within the 8:00 and 10:00 a.m. time slot. He did complete the repair.

Major issues are as follows:
Timeliness: Average wait time to speak to someone at AHS was 1 and 15 minutes. Ecco Tec technicians never arrived during the scheduled time window. Processing of paper work between both businesses and the consumer.

Integrity: Dispute between organizations on when authorization was submitted and received. Representative led me to believe that the high pressure switch, low pressure switch, and copper coil were not within standard / code. Still seeking clarity on what is true.

Customer service: Only one representative that I talked to expressed concern and was committed so seek a resolution to my problem. All others seemed more interested in just getting information and getting to the next call. Aforementioned call wait times.

Fee payment: on an unrelated incident for an earlier service call, my tenants paid the technician the service fee of $75. I was also charged the service fee from AHS of $75. My tenants submitted a form for reimbursement. I was told that it will take 14-21 days to process the reimbursement and that it will be paid to the tenants. First issue, the contract from AHS is with me not my tenants. Second issue, AHS has an expectation that any monies due to them are received with 48 hours but the reimbursement process takes 3 weeks?

As a member of our Armed Service that has also worked in the service industry (Health Care) for over 20 years, I am familiar with standards of customer service, realistic expectations, expectation management, and a culture of trust. Each is essential to satisfactory customer service. I request that AHS and Ecco Tec become familiar or defamiliarize themselves with these tenants of customer service and adapt the "Service Recovery" model.

Additionally, I would like to "speak" to someone within the management of each organization (AHS and Ecco Tec) to "voice" my concerns and get a better explanation of the repair. Lastly, if warranted, I would like a refund for some of my expenses, inconvenience to my tenants, and my time spent addressing this issue. My tenants have endured 3 weeks without A/C and spent numerous hours at home (missing work) to get this issues resolved. I have spent in excess of 8 hours over the last 3 weeks either waiting to speak to some or speaking to representatives about this issue.

Last thing: AHS needs a link for customer complaints / reviews on their website. The links that I followed from the website only allowed phone calls and service request.

Very Respectfully,
Roderick J. Bowser
Major, United States Army
[protected]
[protected]@gmail.com

Read full review of American Home Shield [AHS]
Hide full review
ComplaintsBoard
D
1:20 pm EDT

American Home Shield [AHS] continuing problem - maytag 26 cu ft freezer compressor reverse up occasionally-ice forming

September 1, 2017
On August 16, 2017 I talked with a representative of AHS regarding my issue of not paying a service fee for my last round with the same contractor-All Valley Appliance over the same refrigerator problem, well within the time span established by AHS. I have received a Payment Notice indicating my last Trade Service Call Fee Payment was Past Due. My Contract Number is [protected]. I have not received a promised response, I just keep getting Past Due Fee Payment requests. I have called three time and put on hold for more than 60 minutes each time until my phone has lost its charge.
The reason I am not paying the charge is that I was told the Service Fee was not charged when I made the appointment because as the Contract indicates an additional repair on my refrigerator fell within 60 days of the last repair on the same appliance for the same problem. Check your telephone records for verification. Service was rendered on June 2 and then again on July 18 and 21 for the same complaint. Each time, a piece of my cooling system is replaced, a second visit is necessary to install the part, and days later I still have the same problem. The Service Company seems unwilling to fix or unable to solve the problem.

To settle this matter, I want the notice stopped and change the Service Request to inactive or closed since there is no charge.
Please respond to this letter.

Read full review of American Home Shield [AHS]
Hide full review

American Home Shield [AHS] In-depth Review

Overview:

American Home Shield (AHS) is a leading home warranty provider that has been serving customers for several decades. With a rich history and background in the industry, AHS has established itself as a trusted name in home protection. The company's mission is to provide peace of mind to homeowners by offering reliable and comprehensive coverage for their essential home systems and appliances.

Services Offered:

AHS offers a wide range of services to cater to the diverse needs of homeowners. Their plans cover major home systems such as HVAC, electrical, and plumbing, as well as essential appliances like refrigerators, dishwashers, and washing machines. Customers can choose from different coverage options and plans based on their specific requirements. Additionally, AHS provides additional services and add-ons, such as pool and spa coverage, to enhance the level of protection.

Pricing and Plans:

AHS offers a transparent and competitive pricing structure for their home warranty plans. The pricing is based on the chosen coverage options and the level of protection required. Customers can easily compare different plans and their features to find the one that best suits their needs and budget. It is important to note that AHS does not have any hidden fees or charges, ensuring that customers have a clear understanding of their expenses.

Coverage and Claims Process:

AHS provides extensive coverage for a wide range of home systems and appliances. However, it is essential to review the limitations and exclusions of coverage to have a complete understanding of what is included. In the event of a covered breakdown, AHS offers a straightforward and efficient claims process. Customers can easily file a claim online or through their dedicated customer support. A step-by-step guide is provided to ensure a smooth and hassle-free experience.

Customer Experience:

AHS has consistently received positive customer satisfaction ratings and reviews. Customers appreciate the ease of contacting their customer support team, who are readily available to address any queries or concerns. AHS also prides itself on its quick response time for claims and service requests, ensuring that customers receive timely assistance when they need it the most.

Contractor Network:

AHS maintains a vast network of qualified and reliable contractors across different areas. These contractors are carefully selected to ensure high-quality service and workmanship. Customers can have peace of mind knowing that their repairs and replacements will be handled by experienced professionals who are committed to delivering exceptional results.

Transparency and Communication:

AHS places great importance on transparency and communication with its customers. The terms and conditions of their plans are clearly outlined, providing customers with a comprehensive understanding of their coverage. Pricing and coverage details are transparent, allowing customers to make informed decisions. AHS also offers various communication channels and is responsive to customer inquiries, ensuring that their needs are met promptly.

Pros and Cons:

AHS has several strengths that make it a preferred choice for many homeowners. Their comprehensive coverage, competitive pricing, and reliable contractor network are some of the key advantages. However, there are areas for improvement, such as the need for more flexibility in plan customization. Additionally, some customers have reported occasional delays in claim processing.

Comparison with Competitors:

When compared to other home warranty providers in the industry, AHS stands out with its extensive coverage options and reliable service. The company's pricing, coverage, and customer satisfaction ratings are competitive, making it a strong contender in the market. However, it is important for customers to compare different providers based on their specific needs to make an informed decision.

Final Verdict:

Overall, American Home Shield (AHS) offers reliable and comprehensive home warranty services that provide peace of mind to homeowners. Their extensive coverage, transparent pricing, and responsive customer support make them a recommended choice. AHS is particularly beneficial for homeowners who value the convenience of having their essential home systems and appliances protected. With AHS, customers can rest assured that their homes are in good hands.

How to file a complaint about American Home Shield [AHS]?

1. Log in or create an account: Ensure you are logged in to your ComplaintsBoard.com account. If you do not have an account, please register by providing the necessary details to create one.

2. Navigating to the complaint form: Locate the 'File a Complaint' button situated at the top right corner of the website and click on it to access the complaint form.

3. Writing the title: In the 'Complaint Title' field, concisely summarize the main issue you have encountered with American Home Shield. Make it specific and clear, such as "Delayed Service Response from American Home Shield" or "Unresolved Billing Issue with AHS".

4. Detailing the experience: In the complaint description, provide a detailed account of your experience with American Home Shield. Include key areas such as customer service interactions, timeliness and quality of service, clarity and accuracy of contract terms, billing and charges, or any other specific issues you faced. Mention any transactions with the company, including dates and reference numbers if available. Clearly describe the nature of the issue, the steps you took to resolve it, including any communication with AHS, and the company's response or lack thereof. Explain how this issue has personally affected you, whether it's through financial loss, stress, inconvenience, or property damage.

5. Attaching supporting documents: Attach any relevant documents that support your complaint, such as correspondence, contracts, receipts, or photographs. Be cautious not to include sensitive personal information that could compromise your privacy or security.

6. Filing optional fields: Use the 'Claimed Loss' field to quantify any financial losses you have incurred due to the issue with American Home Shield. In the 'Desired Outcome' field, clearly state what resolution you are seeking, whether it's a refund, repair, apology, or any other specific action from the company.

7. Review before submission: Carefully review your complaint for clarity, accuracy, and completeness. Ensure that all the information provided is factual and that your desired outcome is realistically achievable and clearly stated.

8. Submission process: Once you are satisfied with your complaint, click the 'Submit' button to send your complaint to ComplaintsBoard.com for review and publication.

9. Post-Submission Actions: After submitting your complaint, check back regularly on ComplaintsBoard.com for any responses or updates. You may receive feedback from other users or potentially from American Home Shield itself, so it's important to stay informed about the progress of your complaint.

Trust badge
Collect Your Trust Badge
Be recognized for outstanding customer service

Contact American Home Shield [AHS] customer service

Your Voice Matters: Our Commitment to Genuine Reviews

Empowering Real Experiences

At ComplaintsBoard, we believe in the power of true customer stories. Our platform is a space for authentic voices, where experiences, both good and bad, are shared openly and honestly.

Dedicated to Authenticity

ComplaintsBoard is vigilant in our fight against false reviews. Our team employs robust verification methods to ensure every review reflects a real customer experience, upholding the integrity of our platform.

Encouraging Detailed Feedback

ComplaintsBoard values reviews that come with real evidence. Whether it's a photo, a detailed account, or additional documentation, such substantiation adds credibility to your story, helping others make better-informed decisions.

Balanced and Constructive Conversations

We're more than just a complaints board; we're a community for balanced dialogue. ComplaintsBoard encourages reviews that not only highlight issues but also acknowledge positive aspects, fostering a fair and comprehensive understanding.

Free and Fair Platform

ComplaintsBoard's commitment to maintaining a free and unbiased platform is unwavering. Every review is treated equally, ensuring that your voice is heard and respected, regardless of the nature of your experience.

Is ComplaintsBoard.com associated with American Home Shield [AHS]?

ComplaintsBoard.com is not affiliated, associated, authorized, endorsed by, or in any way officially connected with American Home Shield [AHS] Customer Service. Initial American Home Shield [AHS] complaints should be directed to their team directly. You can find contact details for American Home Shield [AHS] above.

ComplaintsBoard.com is an independent complaint resolution platform that has been successfully voicing consumer concerns since 2004. We are doing work that matters - connecting customers with businesses around the world and help them resolve issues and be heard.

Use this comments board to leave complaints and reviews about American Home Shield [AHS]. Discuss the issues you have had with American Home Shield [AHS] and work with their customer service team to find a resolution.