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American Home Shield [AHS]
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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.
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American Home Shield [AHS] reviews & complaints 1344

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12:52 pm EDT
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American Home Shield [AHS] fraudulant practices

This is my nightmare with america home shield

Take them to court!
You can do all the paperwork online!

I filed a claim with ahs in oct. 2008 for a spa heater that was worn out and finally broke. The first person they sent out said that the spa was not to code and ahs denied the claim. The spa was almost 20 yrs old. I called the manufacturer, who inspected the unit and they confirmed that the spa was properly built to code. They also provided a replacement cost for the unit.

I called ahs back and requested that they sent someone else out to inspect the spa heater. This person stated that the spa broke due to age and wear & tear. Ahs denied the claim because they said the damage was caused by chemicals. There was no bases for this determination except that their policy does not cover damage caused by chemicals. I informed them that the spa cannot work without chemicals. How can they cover a system that requires chemicals to work properly and then deny the claim for using the chemicals. Duh! The heater gave out due to wear and tear (Which is what they do cover). This was also the diagnosis from the manufacturer. Ahs denied the claim again.

I did not contact the california department of insurance because they cannot make ahs pay anything, they only look for infractions in the claims handling and do not care about the consumer.

The cost to replace the system was approx. $3, 000 and i sent them a demand to pay. They denied the demand. I then filed a claim in small claims court against ahs and they played the "name game". Just fyi, they are not actually "america home shield" each state is governed under a separate entity. I had to contact the president's office of ahs to determine the proper entity of ahs that my contract was written under. America home shield of californial. I had to make the necessary corrections to the small claims court because america home shield is not a company in california without the "california" behind it.

All of this took time, which i don't have much of, but this was an injustice. Read the numerous complaints on the interest. I refused to be jerked around and am very aware of how to read a policy. I am a claims adjuster! My company would never think to act so irresponsibly. We try to cover claims, not look for excuses to deny.

I filed the complaint and was looking forward to taking my turn in the court. Four days prior to the court date, ahs of california, contacted me and wanted to settle the claim with a policyholder's release. They asked me how much i wanted. I included the cost for each time i was charged for their service call, my postage, copying costs, court costs, and provided them with the actual cost of the spa heater and labor to install it. I signed that release and they paid every penny.

They also sent me a letter that they refused to cover the spa until the new one was replaced. I sent them a letter and said that i no longer needed coverage on the spa now and would like a refund of my premium. They refused and said i needed to pay for the coverage until the end of the policy period. I may still pursue that portion even though it is minimal.

Then last week, i received a letter from ahs that they are going to cancel my policy at the end of the policy period. Wow, what a surprise!

I am writing this for all those individuals who just give up. Read the ahs policy. They hire contractors who do not like dealing with them because they know what they do to their policyholders. Sometimes, it is not the contractor who is at fault. The second contractor said that he recommended that they replace the spa heater. Then the claims adjuster said that he told them it was the chemicals. I got them both on a conference call and they both hemmed and hawed. Finally, the claims adjuster said that it had to be reviewed by a higher power. I then got a letter saying that the damage was caused by chemicals. So it is not always the contractor.

Btw, i recorded every conversation and transcribed everything they told me. The recording is not admissable in court, but what they told me, is.

I no longer have ahs and am saving $50. Per mo. I want you to know that if you want something covered by there policy, find your own contractor to assess the problem and fight them. Take them to court. You can do all the paperwork online! It is more cost effective for them to settle with you than to go to court and get another judgement againt them.

Don't just take no...
Best of luck

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Opiuse
, US
Dec 12, 2011 8:24 pm EST

On August 13th our Air Conditioning Unit failed. We called AHS to report the issue. We were told a contractor would be to us within 48 hours. Bear in mind that 3 boys sleep in this area and the thermostat has read over 90 degrees every day/night. After 3 days someone came and did not diagnose the issue but told us to add more amps to the circuit breaker. This was done and the issue occured again. Once again we called and someone was dispatched within 48 hours. 3 days later someone arrived and told us lightening hit the AC unit. We called AHS and our insurance carrier and we were told that this was not covered by AHS and our insurance carrier would have to handle. We contacted AHS and said we wanted a third opinion. We were told we would have to pay. This now September 17th, one month later and my children cannot sleep in their rooms with 90 + degree temperatures. Dave Crawford, President of AHS was contacted for help and his assistant stated he would help. My wife called again and we finally have someone coming out to replace our compressor tomorrow, 37 days after the first call! After paying our monthly fees we will still need to pay out of pocket for the replacement. The performance of AHS has been negligent and beyond unacceptable. I strongly urge anyone considering using them to stop.

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Advice_Question
, US
Dec 22, 2009 5:23 pm EST

I had a similar experience with AHS and now have a broken spa that has not been fixed. Any suggestions of where to take my case?

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American Home Shield [AHS] incompetence and consumer fraud

On April 30, 2009 the kitchen sink backed up. I called American Home Shield for service. They sent out Air Pro Master (Plumbing License #64853). The "technician" said there was no clean-out (there was) so he tried to snake the drain from underneath the sink, he broke the pipe then left after collecting $60.00 for a service fee.
I called American Home Shield to get the pipe repaired. They sent out Union Plumbing (License #43524-A) who came out and cosmetically repaired the pipe on May 1, 2009.

On May 2, 2009 I noticed water seeping from the exterior wall where the pipe was located. I called American Home Shield. They said they were waiting for an estimate from Union Plumbing. On May 7, 2009 Jeremiah from American Home Shield called me and said they would fix the pipe but I would have to pay $470.00 to have a clean-out installed.
I explained that there was a clean-out there and offered to send a picture of the existing clean-out, they said they did not want to see the picture and could only go by what the technician from Union Plumbing said. I said fine, I need my drain fixed so I would pay for it. American Home Shield said someone would be in contact with me to set up an appointment to complete the repair.

Ideal Services (License Numbers 66194, 52151A, 68097) called and said American Home Shield had assigned the job to them and someone would be at my house by 6:00 PM on Friday May 8, 2009. They never showed up.
I called American Home Shield on the evening of Friday May 8, 2009, they said someone would be out on Monday May 11, 2009. The plumber from Ideal Services finally showed up on Monday May 11, 2009. He said there was no clean-out, I showed him the clean-out. He said it was not up to code and it would cost $400.00 to install a new one. I said fine, I just need to use my kitchen.
The plumber returned on Tuesday May 12, 2009. He proceeded to knock a hole in my exterior wall and completely broke off the pipe and existing clean-out. He said he would return on Thursday May 14, 2009 to finish the job.
In the meantime I called the City of Las Vegas Development Services Center to inquire about the Plumbing Code. The inspector told me that the only requirement is that the clean-out be accessible without opening a wall, which it was.

On Wednesday May 13, 2009 I received a call from Matthew of American Home Shield who stated that they were going to send me a check for $1, 365.00 and that I would have to find my own plumber, and that was all they would do.

I called Ideal Services on Wednesday May 13, 2009 to confirm the appointment for Thursday May 14, 2009, they said I was "good to go" and they would be at my house to complete the repair on Thursday May 14, 2009. By 10:30 AM no one had showed up. I called Ideal Services who said since I had taken the cash out from American Home Shield the job would cost at least $1, 200.00 and they did not want to complete the work and suggested I call another plumber.
As of May 14, 2009 I have hole in the wall of my house, I cannot use my kitchen and the best estimate I have gotten for the repair is a minimum of $1300.00 which does not include repairing the wall.

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chrisnicchris
, MX
Jan 21, 2010 3:20 pm EST

I've used AHS for over 15 years, both, as a tenant and a homeowner. There is a definite problem with the customer service department agents (each time you speak to a different representative, you get a different answer) on staff and there are, unfortunately, "crooked" service providers out to "scam" the consumer and make a quick buck! A service call was placed on Jan. 3rd for water leaks; Randy from Plumbing Unlimited (So. Cal) was dispatched to the home; I'm contacted on Jan. 5th by AHS, stating that before the repairs can be made, the water pressure regulator needs to be replaced and this is not covered under the policy - the estimate is $165.00 ; I tell AHS that I'll authorize the repair; I'm informed that the plumber will be contacted to proceed with the regulator replacement and complete the water leak repairs; Randy receives his $60 co-pay; Tenant contacts me on Jan. 12, to inform me that nothing has been done and that he's tried calling Randy to remind him that he needs a receipt for the $60; Randy does not return my tenant's calls; Randy's business card has a non-working number on it (VERY PROFESSIONAL); I, finally, find a cell number for Randy and ask him why nothing has been done; he states he has not been able to reach me for the authorization to replace the regulator; I tell him that AHS contacted me on Jan. 5th and that I gave the authorization then...if they contacted him on my behalf to authorize the repair, I have obviously been contacted! I ask him to email me the estimate and that I would reply and he would then have record of my authorization. A WEEK LATER, Jan. 20, I receive an email from Randy with the subject line that reads "second email"...this was the FIRST email I received from him - the estimate for $225! AHS had notified me it was $165. I call AHS and speak with Tony, who states that the agent I spoke with on the 5th was never able to call the plumber to authorize the repair because it was not covered under the policy. Why was I not told this on Jan. 5th? I ask Tony if I could go with an outside company to have the regulator replaced because I did not want Randy (the pro) to do the work. Tony informs me that because it is not a covered item, I can call any company I choose. I call Roto Rooter, who comes out the same day - checks the water pressure and sees that the water pressure is well within NORMAL RANGE! His read was 60 psi, normal range is between 55psi and 65 psi. He left paperwork, stating that the regulator did not need replacement. Jan. 21st, I speak to, Volanda, to inform her of Roto Rooter's findings; she says she cannot accept an outside company's findings! Here we go, round and round! The first plumber has received $60, the water leaks have not been repaired, my water regulator does not need replacement...CLEARLY, Randy "the plumber" is a 'con' and "padding" the repair request to make extra money! I am extremely disappointed with AHS. I question the manner in which plumbers are vetted to ensure that their loyal customers are not being defrauded! I am definitely leaving AHS as soon as this policy expires! I guess over 15 years of loyalty is unaccounted for at AHS.

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chris las vegas
Las Vegas, US
Jul 11, 2009 12:45 am EDT

file your complaint with bbb.com and you will get paid by AHS. I did and it was totally worth it. I got the entire cost of the repair over 2000.00. The company that came out and claimed improper installation got nothing but their deductible. I took my check from AHS and paid the honest guy that I called to give me an honest estimte.

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jamerican shield
Decatur, US
Jun 20, 2009 6:59 pm EDT

I live in the Aatlanta, Georgia area, and I am a customer of AMERICAN HOME SHIELD . On June 16, 2009 my air condition went out. I called in a serivce request and was given a company's name and phone number, (Peidmont Mech INC [protected]) and was told they would be contacting me to set-up an appointment. I NEVE'R heard from them, finallyI started calling them over into the next day, just to keep getting a buzzy from their phone. I called AMERICAN SHIELD back and was given another company's name and nubmer, I waited and waited for them to call, so finally I CALLED them also.(K&W HEATING AND AIR [protected]). I was told that they might be able to come out on Sat. morning June 20, but he needed to get back to me to let me know for sure. I waited and waited and by late afternoon and temperatures in the upper 90's, I called him back, he told me that he would be here on Sat. morning. This morning June 20th, I called back to confrim he would be here, he stated to me that he had one call before me in Lithonia, GA which is about 30 min. from where I am. He stated that the appointment out there was at 10:00 and that he would be here by 10:30 or a little after. When I hang-up a flag went up, how could he go out there and do a job without knowing what was wrong and be here that quickly ? HE arrived here around 10:45. The first thing he said to me was he hope that my problems was not as bad as everybodies else were, and I said to him that I knew what was wrong because for the past two summers, I have had to call American Shield to come out and fix my air coniditon and were told both times that there was a leak in the line, but it was so small they could not locate it, so they would put the freon in the line and tell me that should last for the summer, and just call back if I needed more. One of the serviceman that came out stated, .. when asked why didn't they just take the time and fix it, because this was costing a service charge each time they came out ...said that he was going to be honest with me, so he said that American Shield did not want to pay them for those kind of jobs, because it took them a long time to track down a leak in a system like mine, because it was such a tiny leak. That they would not approve the payment for what it would cost. I called the company and reminded them of what their contact stated and promised the consumer and of course the customer service person deined that they had ever told any of their contractor anything like that and that they stood behind their contract. (but more on that later) Now back today...after the serviceman made the statement about his findings with everybody else, he wanted to check the heating unit down stairs so I went with him.(I normally leave them to their work) but because of a past problem with their contractor I wanted to see what he was going to do. I guess because I was right there he took a quick look and wanted to know where the outside unit was...I told him it was on the back of the house, which required him to go out the front and walk around the house, in the meantime I went to the window above the unit and open it (before he got around there) so that I could observe him. The first thing he did was start taking pictures I thought this odd, so I reached in the drawer next to me and got my camera and started taking pictures of him. (he never notice me watching him) ...I notice he never used his meter to check the unit at all. He got down and took the panel off the side of the unit I watched as he pulled some wires out and then took some wire cutter out of his pocket and cut it, I still didnot say anything because I thought that he was ready to replace it or hook something up to check the unit, but instead he replaced the panel and picked up his tool and started to walk back around (never checking anything on the unit) When I saw he was finish and had started to walk back around the house ... I asked him what the was the problem? He jumped because he was not aware of my present above him. He said it was the motor and that he didnot think my insurance would fix it, but his company could, ... but I would have to pay for it. I INFORMED HIM THAT I HAD SEEN EVERYTHING HE HAD AND HADNOT DONE AND THAT NOT ONLY WAS I NOT GOING TO PAY HIS COMPANY TO DO THE WORK, I WAS NOT GOING TO PAY A SERVICE FEE. Now for the reason I felt the need to watch him. Last year I had a pipe to rust out so I called, they sent a company out here and right away the serviceman tell me that the reason the pipe had rusted was due to it not being installed correctly...(Ihave a finished basement so the pipe is inside above a drop ceiling not even exposed)...I have lived in my home for over 31 years and the house is about 37 years old so just how long dose a pipe suppose to last? I was so up-set and then HE tells me that he could fix it but my insurance company probably were not going to pay for it, but he could he fix it and I pay his company $700.Plus . I told him no thanks I would be dealing with my insurance company. I called and was told that they could not fix it because their tech. said it was installed wrong. I informed the customer service of the above information, and asked her to explain normal wear and tear if this did not meet that requirement. She could not explain, ...so I asked for the head qts. phone #. She informed me she was not allowed to give me that information...so after searching on my own I was able to located the number. I called and explained what happen, at first I was told that because I refused to pay the tech. there was nothing she could do...I informed her of a another past problem I had with my refrigerator (a 2003 model) in that case a tech came out and said it was my condenser, I thought that was odd for one no older than that...however, I am not a repair person so I took his word...he (another tech sent by one of their company) SAID to me I hope they will fix this for you because they want us to find some reason to keep them from paying when it's a big ticket item...I told him that he was the second representative from a company they use to tell me that. His response was, "Oh yes mam that how they run their business". I explained to him that I needed my refrigerator really badly since at that time I was keeping my 94 year old mother and could not leave her along for long periods to run back and forth to the store...so he called the insurance company to tell them the problem...I was standing there and apparently they were trying to get him to say that it was due to something other than normal wear and tear, because he kept repeating that it was. They continue to transfer him from one department to another and he kept telling them the same thing...finally he got a go ahead to order the part and fix it. he told me that the part would be back that Wed., but someone else would be out to fix it because he really didnot know how to replace that...ODD...(this was on a Mon.) Wed. came no word, so I called the company late that afternoon and was informed that American Shield had contacted them and told they could not order the part and that they would be getting it from their part department. I CALLED the company to see why I had not been informed of this and when could I expect to get the repair done. I was placed on hold for well over 30 min...when finally she came back just to informed me that they were having a problem locating the part and that it had not even been ordered yet. I explained about having my mother here and that I had already lost all my food and that I was in a bad fix...am sorry was all I got. I have a sear's kenmore, so I called sears part store gave them the model number and the lady informed that yes they had the part and the price of it. I then called another part place here gave the same information as well... they too had the part, but I was asked if I was with a company since parts like that could only be sold to a company...I told him no but I had company to do the work...he then asked me what did I know about the company I was using because he said a condender going out on a refrigerator no older than mine was not the norm. He asked me what was it doing to make them think it was the condener? I informed him that it was not cooling and that it was making a clicking sound...His response was "I thought so...He said that he could not be 100% sure but that it sounded like all I needed was a relay switch ( a part less than ten dollars). I called another young man that works in maintence at a nursing home, who is responsible for fixing things their...he came over checked it and informed me the same that he was pretty sure it was the switch. I called American shield and informed them what I had found out and was met with we go by what our tech. tells us...I tried to explain it would cost them less and I could have my refrigerator back and what a hardship all of this was causing... it fell on deaf ears, so I asked her to check and see if they had found the part and that I had located two places that had it...the answer was no they still had not ordered it and no they could not buy from anyone else. I then asked to speak to a supervisor and explain to her, she finally agreed after, I remained her that their contract stated in a reasonable time and by now it was in the fifth day with no end in sight. She then agreed to allow me to rent one up to $100.00, so I had to leave my mother and go tracking around trying to find a rent place(something I knew nothing about because I had never rented anything) I finally got a rented one on th six day. It took another four days before I got a call saying they would be in a couple of days to finish the job. The tech came and in less than ten min. informed it was NOT the condener and that it was the relay switch. It took all but ten min. to be replaced and he too said the switch cost less than ten dollars...well back to when I made the call to the head qts. in trying to get that problem solve I shared with her what had happen with my refrigerator ...she was shocked to hear that they only put a relay switch in refrigerator since their records showed that the company had charged them for the condener. ...WOW she was upset they had been had...I wonder if they EVER THINK ABOUT HOW THEY TREAT THEIR CUSTOMERS AND HOW WE FEEL AFTER THEY HAVE TAKEN OUR MONEY WITH NO INTENTION OF DOING THE RIGHT THING...

Oh yes I would also like to add that my home is well maintained, I always get yard of month and my home is always added to the home tour.

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American Home Shield [AHS] does not back warranty of covered appliances

We purchased a home in which the sellers provided a Home Warranty through American Home Shield of Florida (AHS). We had a problem with our air conditioner and the warranty company (AHS) sent out an air conditioning specialist to investigate the problem. We also had other air conditioner specialists investigate the problem in the interim. The air conditoner specialist that AHS subcontracted was from the company "Air Doctor." The technician from Air Doctor reported that the unit was 40% clogged with mold but the freon was "okay." The fact that mold was present and abundant was a great concern to me due to the fact that my wife is disabled. AHS stated nothing was covered. As I stated, other air conditioner specialists were out to assess the air conditioner and every one of the four companies said the AC unit was not working and needed to be replaced. We called Air Doctor back for a second opinion and a different service technician came out and told me in person the unit was not working properly and because of it not cycling, mold has accumulated. He told me he was going to send this report/recommendation to American Home Shield saying the unit needs to be replaced. We were contacted by an AHS representative who said again, "nothing is covered under warranty." I told the representative that the technician from Air Doctor (their contracted air conditioner specialist) told me that he was going to put in for a new unit. The representative said that this was only a recommendation and it was determined that they were not going to cover this air conditioner due to the mold issue and that the mold was what caused the unit to stop working. This was clearly the opposite of what the gentleman from Air Doctor told me. I asked the representative from AHS "...who is liable if my wifes health is compromised?" and the representative said that is not their problem. I would like to take further action against this company. Thank you, Dr. Daniel Strauss

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American Home Shield [AHS] scam and cheating

I received information in the mail today about a lawsuit against AHS... they are requesting people who had service from 2001 till 2008 to participate in the settlement. This does not mean you will go to court, it means you will get a settlement for entering your side of your story (if wronged by AHS) and you will be entitled to any $$ compensation if they find them at fault. The following is a summary of my submission for the hearing. I hope they take this company down... although I would hate to see more people lose their jobs... They incompetence cost me well over $10, 000. If you would like to view the information about the hearing and or be a participant, here is the info site... http://www.edlesonclassaction.com/

We had AHS service from July 2004 to July 2007. They repeatedly sent out the same company to 'fix' our Dishwasher. After the 5th or 6th time paying the deductible, I asked that they send out a new company b/c obviously, this company and its workers did not know the first thing about repairing dishwashers. I was told, 'no' and that I had to use the company they recommended. I repeatedly asked them why I should keep paying someone to come and 'fix' something if they aren't fixing it... no answer. I asked the so-called manager in charge if he would continue to pay someone to fix his car, appliances, etc. only to find it is not fixed. He said no. I asked him why I should continue to do so then & he said, 'that is not my problem.' Within moments of that comment he said, 'Oh I see that you are up for renewal next month. Would you like to renew your policy.' I cannot repeat my response to him.

The same situation occurred with our sewer. We ended up paying a separate company to come out and actually fix it. The same thing also happened to our AC... it was from 1964 (again, this is 2007 when this occurred). They sent someone out to 'fix' it, only to have it break, again days later, mid summer when it was 98 degrees and I was 7 months pregnant... you get the picture. I called again & had to argue with them that I was calling again about the same thing. They kept telling me that they had already sent someone out that week. I repeatedly told them that they did, but he didn't fix it & that I needed someone else. Again, I was told that I could not get another company, but they offered to send someone out to look at it again & I would not get charged the deductible. They sent out the SAME idiot who poked, prodded and said, everything was fine. My house was 85 degrees when the thermostat was set at 60 degrees. We paid a separate company to come out and give us a second opinion. The AC needed to be replaced... again it was from 1964. When I called AHS and told them, they said, 'so... why should we believe someone else?' We didn't renew... obviously.

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Jian Yu
, US
Feb 23, 2017 9:10 pm EST

Yes, I had same experience with AHS, they will cheat on their coverage with items nothing to do with the repairs so they will pay the least. Their partner, like Airtronics (a/c repair), will conspire togehter to reduce their coverage payment. Please do no use AHS.

Valerie
Valerie
, US
Jun 16, 2008 4:32 am EDT

I purchased a home warranty through American Home Shield Corp. and paid the annual warranty fee for several years. When my pool heater froze and a pipe burst during a freeze, I had an emergency situation on my hands. Water was leaking from the heater at a rate that would have drained the pool within a day.

When I contacted American Home Shield Corp. to report the incident and file a claim, I was told that it would be two weeks before a service company would be able to investigate the problem. By then, tens of thousands of gallons of water would have been lost. Something needed to be done immediately. The company's response? You'll have to wait two weeks.

To prevent more water loss and damage to my property, I called my pool maintenance company to remove the broken heater and fix the broken pipe. It was, after all, an emergency situation. When the American Home Shield contractor finally arrived, he advised the company that my pool had heater. Well DUH! He also attempted to charge me the $45 fee simply for reporting erroneous information. American Home Shield's response? You should have waited until our contractor could examine the problem. There is nothing we can do at this point.

Think twice before buying ANYTHING from American Home Shield.

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Mad1959
Fort Washington, US
May 17, 2011 10:10 pm EDT

I had to go without air condition for two month. Becasue I was told what happen to my unit was not under warranty. I had to call other company to come out and check my unit. I was told by the other company due to the bad weather we had. Some happen to my unit, plus last year they came out and repair the unit and I try to get them to replace it they.

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Mad1959
Fort Washington, US
May 17, 2011 10:07 pm EDT

How do I sign up for the law sue again AHS

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AHS scamming Louisiana customers
, US
Jul 17, 2010 11:15 pm EDT
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I have had AHS for about 3 to 4 years. They were good until about April of this year. I pay $45 a month. They have fixed my washing machine once and my dryer a couple of times. No major parts broken. When my refrigerator broke, they order the part twice and it was the wrong part so after about 4 weeks they gave me a brand new refrigerator. so i had no complaints. when my AC broke in April of 2009 i called them and they sent out Harkins Air & Refrigeration. they went into the attic and said he would have to go and take information back the office. I asked him to check the outside unit because the neighbor had notice that the fan wasn't blowing; something like that. [The neighbor fixes Air conditioners and knew their was a problem. He checked the outside unit and it needed a motor. They called me back and said that because the ducts in the attic was not tied up correctly they could not fix anything until the problem in the attic was corrected. I ask them to fix the outside unit and i would get someone to fix the ducts in attic that has been like that for 15 years. they called back and said they couldn't fix the outside unit because of the problem in the attic. I called Harkins to get an estimate for the duct reparis and they never called me back. i was without air for 2 days going back and forth with them. The next morning i called Calvin's maintenace they came out at 8:30 a.m. put a new motor in and completed the job by 10:30 am. The motor was under warranty so i had to pay $200 for labor. I wasn't going to complaint since we got a new refrigerator. But My In-Laws, both in their 80's; temp 90 to 100 degrees; just got the warranty about 6 months ago; AC went out Monday 7/12/2010 and on 7/14/2010 she had to call them to see what they was going do and they told her because it hadn't been cleaned in several years was the reason it had broken. She had to call Baton Rouge AC and they came out that Thursday with the part and fix the AC by 1:00 p.m. It was also under warranty. we both had to pay our $60 withstand these high temps and way 3 days before getting AC fixed. To me a Scam is going on and Harkins AC in Baton Rouge is part of the scam. BEWARE!

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Dr. Anderson
, US
Dec 30, 2009 1:14 am EST

I also was completely scammed by these fools, whose customer service rep's tried to convince me that their contract contained clauses it did not. I'm pretty sure earning my PhD allowed me to learn a few things about reading and understanding documents, but AHS is so categorically fraudulent that they will say and do ANYTHING to deny service. The fraud in my case was so blatant that I was able to resolve the issue with the service company (not AHS) that was sent out to "check on" my electrical problems. They admitted, though AHS would not, that my claim was just and their service was poor, so I was given a refund (again, from the repair contractor, not from AHS). I was glad to hear AHS is getting sued, but now I see they not only delayed the settlement but have now rescinded it? The class action website is eliminated: http://www.edlesonclassaction.com/

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Coe and Bill Wilson
Morrilton, US
Mar 08, 2009 9:10 am EDT

We had similar experience. We had their service between April, 2004 and March 2005. Coe Wilson

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Norma Kueppers
DeWitt, US
Feb 27, 2009 10:36 am EST

In 2005 we contacted AHS with whom we had a contract with regarding a stoppage in our main drain in the basement. It was discovered when we had an installer trying to hook up our new washer. He said the drain was plugged and not useable in this condition. We immediately contacted AHS and explained the situation. We were given a phone number of a router rooter company and were told we had to use this particular company. The worker came out and spent less than an hour and said he was unable to clear the drain.The charge was $95.00.

AHS said that they would not cover this stoppage. I asked them to give me a situation of a stoppage that they would cover as this was a clear cut text book problem. I was told each situation is different. I talked with them at length about my policy and what advantage does anyone have with this policy. I became heated and said that I was going to contact "60 Minutes" the TV program and have AHS investigated. I was sure that other people, like my family was being given a "dog and pony show" and nothing was going to be paid.

We hired someone to come out and re-route our drain. The total cost was $300.00.

Some time later AHS phoned to see if I would like to pay to extend my AHS contract. Of course I told them that I felt I was scammed by their company and didn't care to do business with them in the future.

When I realized that others had experienced similar scams from the company, I felt that at least It is being brought to the surface and finally, maybe they will be held accountable.

Norma Kueppers, Michigan

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helen ragland
, US
Feb 24, 2009 12:21 pm EST

very bad co.cc

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helen ragland
, US
Feb 24, 2009 12:18 pm EST

i, helen ragland, at 4606 weehaven dr, agree 100%, ahs. are the worst ihave seen, i have bee a menber for9 years, one-half of all mycall were not fix my air condition they said was put in wrong. ihave apeer-beam, i call them about my ducts under the house they told me it was not covered it sure is on my warrenty 95% off the company, s didn, t know what they were doing, most of the time theywould leave and tell me, someone had worked on it before taktng my 55.00 deposited . this went on for 8 years, reason i am a widow thats why ikept them, iwood cry and beg, HELEN RAGLAND

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American Home Shield [AHS] bad service, devious practices

I called American Home Shield (home warranty) about a plumbing leak. I called and explained to the CS rep that the leak was within feet of the water meter. My explanation would have made it clear that this was well away from the house, not IN the foundation, as I explained that this had happened before when someone drove over the water line, but that no one had done so since. The explanation was thorough and extensive. I explained that I would not be here, and did not need to, as it was not IN the house. The service request was logged, and I received an email to that affect.

When I got home Monday, the plumber had, indeed come out, and had collected the $60 check I left, but never turned a spade of dirt. Nor did they offer any note or call of explanation, although they had my cell number, as we had talked twice that morning. I came home to find a voice mail on my home phone from AHS advising me to call them, but with no word of explanation. This was after 6:30 pm. When I called, I got the excuse that this was not covered because it was NOT in or near the foundation. Clearly, it was not, and I had made that very clear with the call, but no one mentioned this was going to be a problem. I had given them my cell number, expecting that a LOGICAL person would know that at 11:30 am would find most of us at work.

So, I am out $60, still have no water, it is going to be icy tomorrow, and I still have to get a plumber out to fix my leak. The plumbing company that DID come out missed an opportunity by not calling me as well, as I would have simply contracted with them directly to have it fixed right then. But the CS rep said they could not do that. I doubt that, as it has happened before.

I went online to see how the request was submitted and phrased, but soon discovered that there is no longer any place on their website to see what calls have been made, their status, or any call history. What are they trying to hide? I can guess.

I will be cancelling this "service". I can use that $500/year elsewhere. These people are dangerous and should be stopped. WATCH OUT, HOMEOWNERS. AHS IS NOT YOUR FRIEND !

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UnhappyCustomer99
Collierville, US
Aug 05, 2010 5:27 am EDT
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I wish I had found this site before signing a contract with AHS myself. It's more my fault for not doing the research, so shame on me for that. But the real shame lies in how these people do business. I've always judged an insurance business by how they stand behind their contracts, and whether they have "certain" clauses that give them an out whenever they want. It's simply about doing the right thing or not. I own a two-story home with two A/C units in the attic, which is a walk-in attic also on the 2nd floor right above the downstairs master bedroom. My A/C units are about 25 yrs old. We purchased a contract with AHS about 14 months ago and added A/C and Heater coverage policies. Four days ago the condensation drain line to the downstairs unit got clogged up and started overflowing to the point of going through the floor and damaging the ceiling in the master bedroom. We called AHS to schedule a repairman out immediately. In the meantime, we've had to shut off the downstairs A/C unit until it can be fixed. The outside temperature is 100+ degrees right now - some of the hottest and most humid weather we've had. Also, we have a disabled son that lives downstairs; he is a paraplegic who is extremely sensitive to the heat. He now has no A/C. The repairman came out, tried to unclog the line and was unsuccessful. So a second repairman was sent out to investigate. He concluded very quickly that the lines cannot be repaired any other way than to replace them. The only difference was that these lines, which are just standard PVC, were 3/4" lines. Since 25 yrs ago, the code on the lines specifies that they must be 1 1/4" line now. No problem, right? Wrong! I stood beside the repairman as he called in the claim. The claims agent then proceeded to ask him if the lines could not just be cleared out instead of being replaced. He said they could not, and that the only solution to repair the situation is to replace them. So they denied the claim. After he got off the phone, I explained to the repairman that we purchased policies to specifically cover our A/C units. He said that they probably have a clause in the contract that gives them the ability to deny an obvious claim. I couldn't understand that, so I took a look at our policy. Under the "Air Conditioning" section of our policy, there is a list of "What's Covered" and "What's Not Covered." Under the "Covered" section, the condensation lines are listed, so one would think that they would be covered, right? Wrong, again! Upon calling to contest the denial, I was directed to a "Section H" in the back of the policy which states that no coverage would be provided for any "upgrades" made to come into compliance with codes. The scam is that they are considering our situation to be an upgrade and not a repair job; however, it was clearly explained to their claims department by their own chosen repair company as a repair job that did need to be done, and that the change in size to comply with code was incidental to the actual repair job. So the employee of AHS tried to tell me that there was nothing wrong with the lines, I suppose meaning that there was no physical damage to the PVC material. After an hour, the only other statements I could get out of them was "The contract says..." and upon asking the agent if she thought that this was ethical, "I'm not allowed to express my personal opinions about the company." I can see that there's a reason for that... At any rate, I also asked to speak to her manager. She said, "I am the manager. There is no one else you can talk to." The only other alternative was to be sent back to Customer Service.

I was also informed that our contract had automatically been renewed in May, which was totally without our consent or permission whatsoever. It just adds insult to injury because we'll have to continue paying for the contract for about 8 more months or have our credit damaged by getting out of a contract early.

I'm sorry to have to write such a long and detailed account, but I'm really trying to present this situation from all sides. Apparently, their practices show that AHS is not a reputable company with which to do business. They will "trick" you into purchasing a policy which will clearly show you what is covered and what is not covered under your policy. However, they will have a vague clause in the back of your policy that gives them a way to deny covering the very things listed under the "What's Covered" section of your plan if a replacement must be done, and a part changed due to changes that have occurred in residential building codes. The clause is construed so that the work can be either looked at as a repair, or it can be construed as an upgrade and therefore denied. I can't consider this company anything but a "sorry" company that will rip you off at any chance they get. They had very "slick" underwriters, so if you have a policy, and especially if you have purchased any of the additional coverages, you might want to examine your policy very carefully.

Please be ware of this scam, and please let others you care about know also, so that they can make a truly informed decision before getting caught up in this scam.

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American Home Shield [AHS] plumbing

Last week I called American Home Shield because of a plumbing stoppage. A plumber was sent out and his diagnosis stated that there was a rubber piece in the main drain overflow pipe. The plumber could not remove the rubber piece and temporarily fixed the situation by propping the rubber piece with a skinny pipe and leaving the overflow pipe open.
This obviously did not fix the problem permanently. Then I was told by a followup phone call from AHS that AHS could not assist me any further until I removed the "foreign object" from the drain. However, the object in the drain is not a foreign object; it is part of the drain. It is the lid to the pipe that it fell into. On a Saturday my plumbing backed up again. I called AHS and was told that I had to talk to the Authorizations department which was only open Mon-Fri to argue the denial of service. Obviously, I cannot wait until Monday to argue the definition of "foreign object." I've called a plumber from the phone book to get it fixed.

It's a good thing that AHS was free and included in my mortgage for the first year; I only got duped out of a $60 service fee for the initial plumber. To fix the problem permanently, I was only charged $164 total. Even if AHS hadn't tried to weasel their way out of covering my problem, they would have only saved me $104.
I'll have my brother (a lawyer) threaten to sue on Monday for reimbursement from AHS. I'm in the military, working 65 hours a week and I don't have time to deal with crap like this.

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BANK ACCT INFO GIVEN TO SOLICITORS
Golden Valley, US
Oct 02, 2009 4:41 pm EDT

HOW DID THEY GET MY BANK ACCOUNT INFORMATION? I cancelled AHS back in june 09. I received a bill for $520.00 in Oct 09, and threatening to send me to a collection agency if i didn't resolve it in 14 days. My question to everyone out there. When I initially signed up they stated they had all my account information yet I did not give it to them. Why is Wells Fargo giving out account numbers to people like this? This is the second solicitor that had my account information and started off the conversation "we are not affiliated with Wells Fargo". I am having identity theft problems and am wondering what and who all is involved. I think it is time for a class-action lawsuit against someone. Again, has anyone else had this problem of personal information being handed out to solicitors? luvinit0007@yahoo.com

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American Home Shield [AHS] leak

The service you receive is not necessary what you pay for.
I had a leak in a pipe which was easily visible to a child. They (AHS) had sent out Resuce Rooter who agreed there was a leak/hole in the pipe. I had a friend (who knows of these things) there to talk with them, show them, etc. Anyway, I was told by my friend the most it should cost me is $250 -$300. So I was expecting a reasonable quote. I had to leave the house for a minute and got a phone call from AHS who said Rescue Rooter said some equipment was installed backwards and had caused the pipe to rust. Now they did not mention this to me while I was there or my friend (engineer) was there. They were on their way to get the parts but when I get to my destination 20 minutes away I get the phone call from AHS that something was installed backward and the warranty does not include the leaks in that case and that the pipe (not over ten feet long) was rusted all the way through and for a cost of $962.00 they could fix all. Well, I was forturnate and blessed with a good friend who got the parts for approximately $30.00 and fixed it in less than two hours. We cleaned off the mud (which looked like rust) from the pipe and checked for rust. I was blessed with good friends who knew what was happening. Please beware of AHS/Rescue Rooter.

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Prometheus Von douchbag
Los Angeles, US
Jul 18, 2010 2:01 pm EDT

[censor]. AHS and RR are Owned By ServiceMaster.
They have been Ripping off the Poor People for years

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anonymous
, US
Jun 03, 2009 9:42 pm EDT

I worked for AHS for several years and I sympathize with you. There are many good people that work there that would have questioned Rescue Rooter more because that diagnosis sounds like a bunch of bull. Unfortunately Rescue Rooter is their sister company so they're stuck working with them and Servicemaster doesn't seem to care that Rescue Rooter/ARS is horrible and there are some not-so-smart people working at AHS. I don't know why I still feel responsible for some of the things that happen there but it's hard to completely lose that loyalty, I guess.

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American Home Shield [AHS] fraud and scam

My mother had things go wrong with her air cond as well as her air handler upstairs. To sum it all up they don't fix anything, charge the service charge rig it then send someone out the next month to rig it again. They have enough small print in there contract to cover absolutely NOTHING. Our experience with them and the customer service was absolutely horrible. If you are thinking of using them find someone else's or believe me you will be better off paying out of pocket when something breaks. My mom paid them for 8 years 500$ a year for ABSOLUTELY nothing to be fixed when needed. They feen on elderly and people wanting the piece of mind thinking they have ins in case of a major break down. My friend works for a major electrical co and his company will not even deal with them being so crooked. They find co. that are desperate that just want that 60$ service charge to lie and move on to the next customer. IT IS SICK!

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Marc Bochner
, US
Dec 15, 2017 10:52 pm EST

It seems their business model is to collect premiums and then deny coverage. Ive had so many of their contractors come out, make false claims about the repair so that AHS denies the coverage. Then after denied the contractor puts in an obscenely high bid for the repair on their own. AHS has an appeals process, but it too seems to be a farce as they have you jump through hoops and then never respond to the appeal.

Lately as bad as customer service was, it got way worse, now plan on sitting on hold for between 60 and 90 minutes to get one of their terrible agents on the phone. As I sit here writing this I was on hold for 78 minutes on hold about them denying yet another repair and then placed back into the on hold cue by a supervisor after finding out they are charging me the service fee even though the work was never done.

Ive been with AHS for 10 years now... so why havent I left this horrible company yet? well because they are the only ones who cover multiple units and sometimes they actually do the repairs. Today was the last straw, Im back on hold waiting to cancel my account.

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Kim
, US
Jan 28, 2009 7:12 am EST

I have filed report with the Federal Trade Commission (FTC) and my local department of Consumer Affairs on AHS. This company is committing consumer fraud.

My hot water heater and furnace are both 16 years old. Recently they both went on the blink. AHS sent a technician to look at the furnace. He 'fixed' the auxiliary limit and told me my furance was in its 'senior year.' A few days later it is 18 degrees outside and my heat still was not working. AHS sends the technician back and he then says my evaporator coil is dirty and that is a maintenance issue. AHS refused service. I had an independent, well respected, accredited BBB company come out and look at my furnace. They said I need a new furnace.

I called AHS and they said they would send someone for a second opinion. I had to call back twice to see what happened. The first time, they said they canceled the request, and the second time they said the company didn't get my fax. Stall tactics, because they did not expect me to get a second outside opinion. Christmas is tomorrow. This company that is so 'caring' doesn't give a hoot about denying me heat. AHS says if the technician finds that it is a maintenance issue again, I have to pay another service fee. Over my dead body. I am not giving them a dime, and if they try to take it from my bank account they will be in big trouble.

With regard to my hot water heater, I contacted AOSmith the company that makes the heater. They said the life span of my heater is 7-13 years. At 16 mine has done its job. Why would I be maintaining something beyond its service life?

AHS hires low grade service companies. Their MO is to say it is a maintenance issue, and even if your item has been maintained, they say your service company was incompetent or did the work wrong. Anything to get out of replacing the item.

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Denver Williams
Beaumont, US
Aug 03, 2011 10:29 pm EDT
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i signed up with ahs in may 2011 . I have had 9 service calls since then and finally convinced them to replace my air conditioning unit. They replaced it with a much cheaper unit and it has stopped cooling already in 5days. they have been out here almost every wk and nothing has been resolved.
I have put in a request 5 times today and noone has called yet.Thhe hold time is 1 1/2-2hrs long to speak to a service rep.
I would never recommend them to anyone.
DWilliams

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TOM
, US
Apr 25, 2009 12:12 pm EDT
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AHS does not CARE about customer Service!
I have been with them for over 11 years and I have learned - throught experience - a lot of how they operate.

As I just said -THEY DON'T CARE!

Not only do they NOT want to replace anythiong - when they repair something - guess where the vendor gets the parts that they need for the repair?
AHS supplies the vendor with the part! I have had the dish washer repairman out three times. The first time they vendor did not know anything about repairing a dishwaqsher! So, I had to get another vendor - at my expense. AHS's policy is to give the 'rotten' vendor another chance to screw it up again. That is a very, very poor policy and not 'customer friendly'.

The vendors that they choose -= for you - are not trustworth! They hire them because they are cheap.
AND, you have NO say-so with them. Because if they rule in your favor AHS will terminate the contract with them! ANOTHER GREAT SERVICE POLICY.

I had three different policies with AHS. I have already cancelled two of them. My last on expires this month - and they are out of here!

I don't know how they stay in business. But, I applaud all of you that take the time to file a complaint with the FTC or the BBB. That's what you have to do - take them to court. AND, good luck!

And, don't worry about them reading any of these comments - they won't!

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American Home Shield [AHS] awful company

American Home Shield is a disgraceful company. My microwave/hood broke and I waited 3 weeks, having to make numerous calls to even get someone out to look at the thing. The technician said that it looked like there may have been a power surge, he wasn't sure but could be, maybe. He also said that since it was from 1991 it is a wonder it was still working at all, so could have also just broke due to age, not power surge. I paid him the $60 "service" fee. I then get a call the next day denying my claim because they did not cover power surges. I said I wanted to dispute the denial of the claim and the "customer service" woman on the line said that is fine, they could send someone back out, but if they found the same thing I would have to pay ANOTHER $60 service fee! I then asked to speak to a manager and the "Manager" gave no better service and said the same. I said you mean to tell me I have paid $40+ dollars every month for the last 4-5 years, a $60 service fee, I had to make numerous calls just to get someone out, the tech could not even say for sure that the reason it broke was due to a power surge but you are going to deny the claim? Yeah that is what she was saying, so now I am looking for a new home warranty company until I can get more money into savings and fire them all.

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Rita
, US
Jan 21, 2009 12:48 pm EST

I bought my first place three months ago. Pretty much all of the major appliances were new with the exception of the furnace (18 years old). I tried to get the seller to replace, but they refused, so we compromised with a 1 year homeowners warranty.

Luckily or unluckily last Tuesday I came home to a 40 degree home. The furnace had blown. Everything I read in AHS's warranty said they would service within normal business hours - I was worried I would not get my heat turned on that night, so I called the company that the seller had used to service the unit prior to me moving in. He came that evening and told me I needed a new furnace, which would cost $2400. He reset my furnace, and said that would give me heat temporarily, but it was only a matter of time before it stopped working again. (It shut-off within the hour).

I then called AHS, they said I should have called them first and they needed one of their vendors to come look at it. The next day was Christmas Eve - so I set up the appointment for Friday (3 days later). Their vendor showed up, did the same thing the initial company had done (reset the furnace), and said the internal temperature was 20 degrees to high and that's what was causing the problem. Well, surprise, surprise, the furnace stopped working again shortly after he left.

I was given a 30 day warranty on his work, so the same guy came back the next day. He looked at my furnace for 30 mins. before telling me that now he thought the problem was that all of the units in my building were sharing the same chimney - and it wasn't big enough and that was causing a backdraft.

First of all, why hasn't that been an issue for 18 years? Second of all, I live on the first floor, warm air rises, wouldn't that create the biggest problem for the top floor unit? He said he couldn't verify if that in fact was the cause, so he would need a service manager with more experience to come out and verify.

This was Saturday afternoon, his service manager couldn't come out until Monday afternoon. (Keep in mind I still don't have heat in December in Chicago). I made the service tech stay with me while I called AHS customer service and had them attempt to explain to me why it was acceptable to go 48 more hours without heat and even the potential for a proper diagnosis. They gave me the run around about the vendor needing to report it to authorization before anyone could move forward. Finally, I let the service guy go.

Immediately after he left I returned a call I had from the previous day (800.469.0892) where AHS had asked me to answer a satisfaction survey for my service call. I spoke with someone else who I notified that I was extremely dissatisfied with their service thus far. A. I already had a technician tell me I needed a new furnace. B. They were making me wait 48 more hours before they would diagnose, etc. etc. I asked if I could be transferred to a different vendor since I was clearly making no progress with the current one. Ultimately she asked to put me on hold while she spoke with her manager. Her manager agreed to allow my service request to be transferred to a new vendor, that would come see me that night!

He arrived, and after less than 5 mins. said 'well the good news is you're getting a new furnace'. But he told me not to get too excited b/c it still needed to be authorized from AHS. His boss came out the next morning, confirmed what the other guy had found, and said he would do his best to get AHS to authorize.

Luckily I got a call later that day that authorized replacing my furnace. the owner of the heating company said he was surprised it was authorized so quickly. I told him I had been very persistent with AHS on my side. And he said sometimes it helps to have people coming at them from both sides. As of right now it is supposed to be installed tomorrow morning. I will let you know how that goes.

Honestly, I trust AHS 0% - Given all I have read I think it was a case of me getting lucky, persistence, the squeaky wheel getting the grease, and the fact that I already had a second opinion saying I needed a new furnace.

I'm sure the furnace AHS will give me tomorrow is a piece of crap, but it will be better than no heat, and hopefully last me a few years. My advice to anyone out there that is already stuck with an AHS warranty is get all of your transactions in writing, call AHS frequently, I've probably called them 15 times since this started, and if your claim is ultimately denied contact a lawyer.

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Sandra Lee Finney
McDonald, US
Feb 23, 2009 8:40 am EST

I totally agree with a scam from this company. I dealt with them also back in 2004. My husband and I had just purchased a house and the hot water tank blew up like a pressure cooker. He was over in the desert serving in the military at the time and AHS along with the plumber was refusing to cover the hot water tank under warranty. Needless to say it also took at least 5 days for them to fix the claim. I complained like a banshee and called the mortgage broker I purchased the house from. They ended up replacing the tank but was not happy about it.

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American Home Shield [AHS] lied about service requirements on a/c

repair man came and determined that the a/c wasn't covered since it had "dirty coils" and wanted $1300 to clean and repair unit. Of course he did not take the unit apart to see the coils...he must be superman as he could see right through the unit to make this determination. I called another company at my expense and it was only low on freon. Done with service call for less then the service call from American Home Shield

American Home Shield did not return the original thief's service call fee or take any action at all!

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Daisy Fields
, US
Nov 25, 2015 4:19 pm EST

I have a dishwasher that was not working properly. The contractor said the dishwasher needed a new motor, but he refused to write it down on the report. He said he needed to talk to American Home Shield first. The repairman told American Home Shields that my dishwasher was working properly. He lied. Don't use this company because the repairman and American Home Shield are working together to denied claims at the homeowner expense.

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PBall
Caddo Mills, US
Jun 07, 2015 4:01 pm EDT

Would not coverage AC replacement.
I also have had a bad experience with AHS. My AC compressor unit stopped working. Called AHS and they sent out a repair man who took less than 5 min to look at my unit. He informed me the compressor was fired. When I called AHS to follow up with my claim they informed me my claim was declined do to "the coils were dirty" from lack of maintenance and therefore declined my claim. Told me I had to get a second opinion and pay for it out of pocket and pay to replace the unit and then ask for reimbursement. I contacted another air conditioner repair company who came and examined my unit and told me that the compressor failed due to normal wear and tear and for no other reason. AHS still refused to reimburse me. This is definitely a scam company. DO NOT USE THEM..

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3:46 pm EDT

American Home Shield [AHS] inferior customer service

We just terminated our contact with AHS. This fall would have been 30 years of us having a contract with them. We were fed up with the poor quality, incompetent companies they send out for repairs. We’ve seen a steady decline in the customer service provided. Despite all our years of being loyal customers, they continually tried to deny claims or replace appliances that could not be repaired.

We had a problem with a blocked toilet and received a letter from AHS saying it was no longer covered by the contract because the plumber they sent out said a foreign object had been put down it. This was not true. They sent an incompetent plumber who tracked muddy footprints on our newly cleaned carpet, had no rag to hold his plunger or auger in, dripped dirty water all over the floor and carpet, and did not unclog the toilet.

Our water heater needed replacing, but they refused to do so. They said the water heater was installed incorrectly and this was what caused the problem. The company AHS sent out was the one who installed it. This was the final straw that caused us to cancel our contract. It wasn't until my husband wrote a letter to the State of California Dept. of Insurance that they suddenly were responsive to our water heater situation.

I would get so stressed with each repair that was needed. A few years ago I had to wait 6 weeks for a part for my 3 year old washing machine because AHS would not get the part from Sears and used some other distributor. This gives you a clue of the type of customer service they provide.

They have no customer service supervisor to contact to try to get problems resolved. You have to repeat your situation to the person who answers the 800 number, and they have service centers in several states. You cannot speak with the same person. You have to start all over again describing your problem.

The stress of having poor customer service does not make AHS worth having. I now can call a local plumber who comes out and takes care of the problem quickly and competently. I told AHS that I will tell anyone I know not to use their service.

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Gloria Brinkman
,
Oct 13, 2008 1:44 pm EDT

I also had a difficult time getting a hot water tank replaced. Even though my contract states it was covered. AHS sent out a plumber who quoted me 1085.00 to replace heater tank. AHS would only cover (according to the service man) 300.00 of this.
We thought the price was outrageous and contacted A.HS. wanting a second opinion . they refused to send out anyone else, we than contacted no less than 3 different sources for a replacement. Their cost no higher than 675.00. AHS than stated it was all the saftey extras we needed before they could install. We had just had the house earthquake checked and had passed. I questioned the coverage, they informed me they would not pay 300.00 but only 200.00 out of that amount they would deduct the 55.00 for the service call my cash out 184.00 . I couldn't replace a bracket for the Tank at that price. A new tank alone( cheapest quote 575.00) that was just the tank! when I questioned them on why my contract said I was covered the only explanation they kept giving me was. That was the price their service contractors gave them. I asked what source they had to purchase a 675.00 water tank for 184.00 installed. They turned nasty and said the cash out was my only option or pay the outrageous price there service man had presented. I just don't know how they get away with this fraud? Isn't there any agency who can protect the comsumer to fraud like this? We are senior citizens and have taken out this insurance to protect us in case of a big expensive repair on out home. Looks like we were takne again! I now have a dishwasher that is not operating, but even though it states in my contract it is covered, I hesitate to call AHS and pay a service man 55.00 only to be told the problem is not covered! Unfortunately, we would only find that out by having them send out a repairman!
By the way, we ended up replacing the Hot Water Tank at our own expense. With the help of a very generous member (plumber) from our church who installed it for us free of charge. Cost of the Tank 671.00 Cash out from AHS. 184.00 which we have yet to receive!

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12:20 pm EDT

American Home Shield [AHS] Not really insurance but a fraud

When we had a plumbing leak we called our insurance company(American Home Shield) they sent out their plumbing company (RiteAway Plumbing Services) We were told that AHS would pay only
$1, 000. for the job since the leak was under the slab(this agreed with the policy) The representatives from RiteAway told us that the job would cost $3, 500. and that AHS would pay the first $1, 000. leaving us with a bill of $2, 500. This was for a four hour job with less than $200. in materials. I called AHS to complain and was told that I could get my our plumber but they would still only pay $1, 000. I had the job completed for $1, 200. and since received a letter from AHS denying any coverage at all.
The job was covered if we paid $2, 500. for a $1, 200. job. These are crooks who take advantage of people who are not familiar with what certain jobs should cost.
I have since looked on line and found numberous similar complaints.

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Vernonnl
, US
Mar 19, 2010 3:52 pm EDT

If AHS company tries to send anyone to your home, always look them up the BBB.org. Rite-A-Way Services has an F on the site.

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poul
,
Nov 06, 2008 3:32 pm EST

Absolute ripoff! Every time a technician comes, collects $55 for a visit, and finds a reeason to do nothing. electrical broke - he found something not up to the code (and what house doesn't have something not up to the code)? refrigerator broke - ice maker is not covered. garage opener broke - garage door is too heavy and only if i pay technician $500 it will magically become ok.

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American Home Shield [AHS] no service at all

Air conditioner repair - they sent a incompetent technician that did nothing. I complained, the redispatched from the same company. Nobody showed up. After contacting ahs again, I requested a totally different repair company. Ahs said I would have to pay the service fee again! I asked to talk to the manager, and after being put on hold (With a recording continually reassuring me that I was a very valuable customer), I was finally told that all the managers were busy and one would call me back! Still waiting in the heat!

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janine bookwalter
,
Nov 29, 2008 3:17 pm EST

I called American Home Shield for service. They told me I would receive a call within 4 hours. After three hours I called the name of the technician to see when he might come out. He did not even kn0w about it. John from NB acted astounded. He said the furnace had no major problem but needed a cleaning. Someone from American Home Shield called and gave me the same information. I had the furnace cleaned last year in December so it is not quite a full year. I was planning on calling in the month of December to get the cleaning done. I did not use the contract for anything this year. So after approximately $500.00 for the contract and the $60.00 I had to pay for the call, I still need to find someone to fix the furnace. Take my name off your list and do NOT call me for a renewal. They had no problem calling me when they wanted me to sign the contract. I have been scammed and I do not want to hear from them again. Find some other sucker. I am done!

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American Home Shield [AHS] poor service

I had Grayson Collin Appliance company come out to fix my GE dryer. They were sent out by American home shield insurance company. The first time they came out was last week of December. The technician was very unprofessional and had very little knowledge about the work. First thing he said upon his 30 second exam, that the dryer duct was clogged and there was nothing wrong with the washer. He was trying an easy way of this. I told him that the dryer duct was cleaned twice prior to his arrival, I also showed him receipt for duct cleaning. Upon asking questions he struggled to tell me what was wrong with the washer. Upon further investigation, he told me that the thermal sensor was bad and he needed to change the felts on the washer. He came back again and told us he already changed those items. Few weeks later we called this company for the same initial problem and another technician came out who also told us the dryer duct was clogged and there is nothing wrong with the dryer. Seems like "Clogged Dryer duct" is every tech's way of getting out by not fixing it. Again I showed him the paperwork and told him the Dryer ducts were cleaned. He *** the dryer and told me he needs to replace the thermostat, the thermal sensing unit and felt pads. To my surprise I told him the tech from the same company had already changed it on his last visit. He once again stated that there was no work done previously on that dryer. He came back a week later and changed those parts he mentioned to me and this time I asked him to leave me the old pasts for my verification. I called back again today and told him that the dryer was still not heating and that he needs to come *** it again. They told me that they have closed the case and that I need to contact American Home shield. When I called American home shield they said that the tech had reported that there was no mechanical failure to the dryer that that the dryer was heating properly. He also reported that " Customer was using heavy cloths with metal buckle in the dryer that was making it not heat and get stuck" When he came to test out the heater, I had 2 towels, 3 underwear and 1 white stripe shirt. My white stripe shirt got stuck to the dryer because it has buttons on it. Now they are not willing to further fix my dryer. This is just an understatement of the problems. I have not mentioned about their staff and scheduling issues. The tech tells you he will be there between 1-3 and shows up at 11:30. Another time told me he will be there between 2-4 shows up at 4:30! This is on a weekday, so I have to take a day off for him to come fix my dryer.

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Alice Catania
,
Oct 11, 2007 12:00 am EDT

I have a ceramic glass top electric stove. I smelled a funny smell one night before going to bed chemical or something. In the morning I awoke to a broken stove top.

The Warranty Company American Home Shield decided that a broke the stove top by dropping something on it (which I did not ) and refused to pay for replacing it. My stove is only 2 years old and I have had Home Warranty service for 3 years. Not only did they decide not to pay for a new stove top I ended up paying a $55.0o service fee to boot.

I got in touch with the manufacturer of the stove, they replaced the glass top no charge. But, I do have to pay installation. They felt I was telling the truth and that the glass tops are sometimes defective.

So, having a Warranty company for the ease and convenience is not what they claim, they want to fight you on everything that breaks. I am right now trying to get my $55.00 back from them. I have had many friends tell me they also had trouble getting them to fix things or replace items.

I hope this saves someone else from having a nightmare experience!

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GINA1958
Orlando, US
Nov 25, 2014 1:00 pm EST

I recently cancelled my American Home Shield Warranty and went with a different company that had better rates and service fees and I just got a call from AHS stating that since I am cancelling the service two months prior to the end of the coverage, they were going to charge me penalties and administrative fees. I hung up on them. I had been with AHS since 1996 and they had the gall to try and hit me up with that. I was told a long time ago that there was never any penalties if I cancelled. I call out their BS and will go the extra step in hiring an attorney if I have to. Now my daughter and sister are both canceling their AHS contracts as well. Yay, let's get on the band wagon and squash this company!

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Mark Barry#####
Golden, US
Nov 03, 2014 4:25 pm EST
Verified customer This comment was posted by a verified customer. Learn more

Took multiple trips to fix garage door and wash machine. Customer service is extremely rude and non helpful. Do not buy this service under any condition. When you have problems, don't bother calling the regular number as it will only give you more problem. Call and ask for Rene Golwitzer corporate headquarters at [protected]. Again don't bother talking to anyone but her. Also demand to speak to Mark Barry -President. He can be reached directly at [protected].

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Don O'Brien
,
Sep 29, 2008 10:45 pm EDT

The pressure regulator under our house broke and has been sprayining approximately one gallon a minute of water on the underside of our floorboards since last Thursday morning. It is Monday night.
The plumber sent by American Home Shield arried on Friday at 4:00 pm. He didn't have the right part and said he'd be back on Monday morning. He called us on Monday to say that AHS wanted a second estimate on the cost. A call to AHS confirmed this. The second company arrived at 7:00 pm on Monday night (tonight) and said he couldn't turn off the water to work on the problem because he wasn't allowed to turn off the water at the street. We called local water officials who said this was not true. I calculate that 5, 760 gallons of water have now been sprayed under my house. No action yet. I'm worried about mold, not to mention the water bill.

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Al_D
Maplewood, US
Jan 30, 2009 12:47 pm EST

AHS is very unreliable, unprofessional and incompetent. I lost more in wages than the cost of repairs because on 5 occasions the contractor would not show up on the scheduled date and time. It took me more than 6 months to fix my heat pump after 3 changes of vendor last year. This year the problem repeated because the previous contractor left the work incomplete and it took a month and half to get it fixed again after change of 2 vendors. AHS keeps assigning incompetent contractors who never maintain schedules with little care for quality service. This business is all about collecting fees and delivering nothing aka PONZI scheme !STAY AWAY FROM AHS.

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laughinlivin
, US
Oct 01, 2011 8:04 pm EDT

AHS is worthless...they use providers that don't care if they fix something or if they show up in a timely manner. I had to buy a dishwasher b/c they couldn't get someone to repair mine in a timely manner...now i'm have been waiting three weeks to get my dryer fixed...will probably have to buy a dryer now...you pay for a service but they don't care when it gets fixed...what is really the purpose of this warranty if i have to replace the product myself b/c they choose service providers that cant or wont work in a timely manner.

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EDDIE S. SMITH
,
Nov 26, 2008 11:15 am EST

AHS LIED ABOUT SERVICE TOOK A WEEK TO GET MY HEATER FIXED(MAYBE) WEEK NOT UP YET, I WOULD NOT RECOMEND THIS COMPANY TO ANYONE

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AV
,
Oct 10, 2008 1:26 am EDT

This site is pathetic! " By the people and for the people". Wrong!

You have Google Ad words at the top of the page titled:
American Home Shield Complaints for poor service. I thought this was a legitamate site. The Google ad word read as follows:

American Home Shield
Protect your Home's Heating, AC,
Plumbing and Appliances with AHS
AmericanHomeShield.com/homewarranty

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Jim
Tupelo, US
Sep 11, 2008 10:34 pm EDT

American Home Shield - How to beat home warranty companies at their own game

I have discovered how aggrieved homeowners can turn the tables on home warranty companies and beat them at their own game. Please share this with everyone you know.

I’m an attorney and after having a problem with my home warranty company, American Home Shield, I decided to investigate whether other homeowners had experienced the same or a similar problem. What I found were web sites devoted to consumer complaints on which numerous homeowners had recounted incidents of fraud, deception, and rip-offs by their home warranty company. I also found a blog written by a former American Home Shield employee and another written by a former plumber for a home warranty company. Both recounted situations that would not pass the “smell test” in a court of law.

I also investigated lawsuits that had been filed against American Home Shield in Georgia, which is where I live. I found about 15 cases. The majority of cases had been filed in small claims court. As I reviewed the cases, I discovered that none of the cases had been litigated. In every instance, the case had been settled to the Plaintiff’s satisfaction although the details of each settlement were not part of the case file. With the knowledge that all cases had been settled to the homeowners’ satisfaction, I realized that American Home Shield would settle with an aggrieved homeowner before allowing a case to go to trial. My conclusion is that the only thing aggrieved homeowners need to do to beat home warranty companies at their own game is to file suit. The last thing American Home Shield wants to do is litigate a homeowner’s claim and the reasons are obvious to me.

The most obvious reason American Home Shield would not want to litigate a claim is that in most instances, the cost to American Home Shield to settle a claim would be less than the cost to litigate. The average amount of a claim in the cases I found was $3, 800.00. Two were for less than $1, 000.00 and only one was for more than $10, 000.00. I’m sure far more than the 15 homeowners who have filed lawsuits in Georgia have had their claims denied. American Home Shield wins when a claim is denied and the homeowner does not sue, which is exactly what American Home Shield is counting on homeowners not doing.

Another reason American Home Shield does not want to litigate is because the company does not want to have to defend its craftily drafted contract or its questionable business practices, which is exactly what it would have to do if a case went to trial. American Home Shield also does not want such information to become public knowledge, which is also likely to happen. Additionally, a judge or a jury would also be hard pressed to return a verdict favorable to a company that engages in questionable business practices.

The final reason American Home Shield does not want to litigate is because a lawsuit actually places American Home Shield in a precarious situation. American Home Shield would have a difficult time defending any claim by a homeowner because the company has no first hand knowledge about the claim; it would need the testimony of the service contractor who, for its own reasons, may be less than eager to testify. The only knowledge American Home Shield has is what the company has been told by the service contractor. And any testimony from American Home Shield about what it was told by the service contractor is hearsay and not admissible in court.

To defend a claim, American Home Shield would need to subpoena the service contractor who actually made the diagnosis to testify about the claim. If the homeowner has done his/her homework, he/she would subpoena witnesses who could dispute the witnesses for American Home Shield. The homeowner should subpoena one or more service companies who had been called either for a second opinion or to make the actual repairs to dispute the testimony of the American Home Shield service contractor. The homeowner might also consider locating one or more other aggrieved homeowners to testify about their problem with American Home Shield. Another good witnesses for the homeowner to subpoena would be a former service contractor for the home warranty company or a former employee of a service contractor.

Since American Home Shield has at least three significant reasons why it does not want to litigate, the best and easiest way an aggrieved homeowner can beat American Home Shield at their own game (and most likely any other home warranty company) is to file suit. The one thing for an aggrieved homeowner to keep in mind is that if he/she does not sue, the home warranty company will win. But if he/she sues, the homeowner will most likely win. And that is how an aggrieved homeowner can beat American Home Shield at their own game.

My advice to aggrieved homeowners is not to stress over a denied claim, the denial of a situation as an emergency, repeated “band-aid repairs, ” or a delay in authorization or in the repair of an item. I would also advise a homeowner not to waste time arguing with American Home Shield but to set a reasonable deadline for the appropriate action. Upon expiration of the deadline without receiving satisfaction from American Home Shield, the homeowner should then proceed as if they did not have a home warranty and then sue American Home Shield for reimbursement. The homeowner should also remember to document every action or inaction by both himself/herself and American Home Shield. Although the disadvantage to the homeowner is initially having to pay for the repairs, the advantage is that the homeowner can choose the service contractor and the brands and quality of products. I won’t guarantee all aggrieved homeowners will prevail every time but I have good reason to believe most aggrieved homeowners will prevail the majority of time.

For aggrieved homeowners whose claims were denied at sometime in the past, you may still be able to sue for reimbursement. To make that determination, the homeowner needs to research the statute of limitation for suing on a contract in their state. In any event, a homeowner should be safe filing suit for a claim that was denied during the past twelve (12) months.

Within the next six months, instead of reading homeowner’s stories about being scammed and ripped off by their home warranty company, I want to read stories about how homeowners turned the tables and beat their home warranty company at their own game.

If anyone has any questions, I can be contacted at LegalCohen@aol.com.

Good luck.

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5:23 am EDT
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American Home Shield [AHS] beware customer

For those of you considering this service do not, you will be sorry!

I signed up with american home shield (Herein also referred to as ahs) on 08/09/07 and my first payment was charged to my credit card on 08/15/07 as agreed, and every month thereafter on time every time, without fail.

On the evening of 04/09/08 our water heater began to leak from the top of the tank. By the morning of 04/10/08 it began also leaking from the bottom. This of course meant that we had to turn off all hot water to our home. I contacted ahs on 04/10/08 at 11:08am and they assigned a vendor (Ars rescue rooter) and I was contacted by ars rescue rooter within an hour and told they would have a technician come out between 1:00pm and 6:00pm the same day. The technician arrived at 2:15pm and I took him to our crawlspace to surmise the problem. Before even making it to the water heater he shook his head and blurted out code violations (Apparently the ars rescue rooter illicit m. O.). To my surprise because I had just purchased the home 2 years prior and we had the crawlspace area thoroughly inspected. He made a call to ahs for approval and I waited to hear about coverage information. I was contacted by ahs within about 30 minutes, approximately 2:55pm. The ahs rep. Told me that they would cover the water heater because the problem was due to normal wear but he said that he was informed by the vendor that there were code issues in relation to the water heater that would cost an additional $900.00 out of pocket. I spoke with the technician and he stated that he could not perform any work without doing all the work due to county laws and ars rescue rooter policy. I then asked the technician to provide me with a written copy of the estimate, to my shock he refused and stormed off (Right across our new sod, as a mention to his mindset in regard to respect for clientele).

The proper protocol ars rescue rooter (Herein also referred to as ars) should have followed as a professions is as follows; to resolved the water heater quandary; then the representative should have given me a detailed invoice (I was never given any detailed information in writing as requested) stating services performed by him/ars rescue rooter and listed any concerns he felt should be addressed. He then could have pulled a permit or I could have as the home owner and any alleged code violations found upon inspection are strictly the responsibility of the property owner, period. Certainly not a vendor hired to resolve an urgent situation issue by a home warranty company.in truth there were no code violations as confirmed by an authentic professional and an inspector. The only additional work possibly considered necessary, not under warranty by ahs, was the compression tank and that is only required if we upgrade the tank we currently had, not simply replace with a comparable item. By the way, the expansion tank is a $20.00 item retail if we had of requested a new one to be installed, and at no time did we request to have ars to remove our old unit.

A very long story shorter; I contacted ahs to inform them of the misconduct, attempted extortion and exploitation of a client in a vulnerable situation. I was informed by ahs that I could opt for the cash out option but I would have to wait. To add insult to injury ahs finally offered me a cash out offer of $165.00 to cover the cost of the water heater and the labor to repair it. I have since verified with the county and a legitimate plumber that the alleged code violation pointed out by the technician were in fact erroneous and I have had to have the problem repaired on my own at a total cost of $379.44 just for the water heater with labor, and this was at a substantially discounted price from a well known service provider. The lack of cooperation in resolving our issue from ahs is in direct violation of our agreement, resulting in our home having no hot water for four days due directly to the fact that we counted on ahs and as a direct result of providing a contractor (Ars rescue rooter) that practices illicit and unscrupulous business practices, preying on the vulnerable.

Please keep in mind that I am a ga state licensed master electrician and a ga state licensed residential real estate specialist. I deal with these types of situations daily with my clients as well as various trades and inspectors, including all local authorities. I have recommended american home shield many times in the past to clients because ahs paints such a convincing picture. American home shield - it seems like a good idea — prepaid home maintenance, basically a service contract or extended warranty on your house. The ahs booklet states, commitment to your total satisfaction, that is why we back every job we do with the unique money back guarantee shown on the back of your home warranty... Ahs guarantees that all approved covered service repairs will be completed to your satisfaction. If for any reason you are not satisfied with that service received, we will work with you until you are satisfied or we will refund the trade service fee. Unfortunately, I have found from many other consumers in researching ahs on the internet that too often ahs home warranty doesn't work out that way... And when it comes time to deliver; ahs does not even make an attempt at providing adequate, competent service to their clientele at a time of need. I am now doing as much damage control as I feasible can in regard to rescinding previous recommendations for american home shield I have made to my clients.

Bottom line, I have been in no way compensated for the four days we were forced to live with cold water only in our home due directly to negligence on the part of american home shield. Had I realized that we would be unable to count on american home shield I would have had a new water heater installed the same day as the problem occurred. I know several honest plumbing contractors due to my daily field activities.in addition, american home shield has fallen well short of proper compensation for our water heater quandary, even at a fundamental cost level, by any standard.

After I filed a complaint with the better business bureau ahs did send another check for an additional $150.00.

To sum up, service was never provided nor was adequate compensation; which is in direction violation of our agreement. This act by ahs and failure to react responsibly when required nullifies any and all agreements that may have been in effect prior to the morning of 04/10/08 leaving a full amount still due of $312.00.

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Stevie Nowonder
Atlanta, US
Dec 29, 2009 12:00 pm EST

I keep hearing the same thing so I got rid of the service. $40 bucks a month and to be told Ah we can't help ya. No thanks! Also beware of MISTER SPARKY they are also so rip offs!

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T. J. Wright
Geneva, US
Dec 27, 2009 10:25 am EST

Consumers should band together as there seem to be a consistent pattern with AHS non-performance. My e-mail is tj_wright@bellsouth.net. I am willing to coordinate and collect
data with the intent of filing a class action law suit against this firm for breach of contract, fraudulent business practices, etc. Respond with valid claims, names, dates, specifics, etc.
Leave the emotion out of it, just the fact please, and lets see what can be accomplished.

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American Home Shield [AHS] don't use them

This is the complaint I just sent to the bbb:

on 06/26/08 ahs sent out pipe down services to my home to repair my water heater and leaking faucet in my master bath tub. The service tech "Rick" looked at the water heater and the faucet and came back with a list of "extra" charges that ahs doesn't cover. He said as soon as I wrote him a check for $675.00 he could get started on the job. In 2000 I had the water heater replaced. I paid the tech the $35.00 house call fee and the water heater was replaced. Rick said I had to bring the water heater up to building code. I understood this and told him I would get back to him. After spending the afternoon doing some research I found that pipe down services was a little pricey on their extra charges. Even if I needed some of these extras, I found these parts and permits for $98.22. This was if I purchased the most expensive parts that Lowes and home depot had to offer. What I found most interesting was that by just looking at the master bath faucet, he determined that the valves had to be replaced. I guess Rick has x-ray vision.

While Rick was in my home, ahs called me to go over the extra charges. I told them I thought that the extra charges were over inflated. I was then referred to the buy out department and they said someone would get back to me in 24 hours. Several days later someone from the buy out department called me and offered me less than $250 to replace the cost of the heater. After checking at Lowes and home depot I knew the cost would be between $239 and $350 and this would not include parts and labour. I was told this was my only option. I then called your customer service department and asked for a different service company to come out to my house. I was refused. They said my only options were to pay $675 to pipe down services to do the work or take the money that the buy out department offered me. I then spoke to the customer service manager who would only tell me his name was “Ed T” and he said the same thing.

I do not want pipe down services in my home again. This man displayed his plumber’s crack proudly each time he bent over. While I was on the phone with ahs he stood by me reading sensitive papers on my desk. I will purchase the parts out of my own pocket to bring the water heater up to building code although I don’t believe half of them are necessary. After speaking with several plumbing companies, I was told that unless the leak was coming from the top of the tank, they would not have to be replaced. I also found out that unless the tech had looked behind the bathroom tile, there is no way he could have known that the valves had to be replaced. Please contact me immediately so that we may resolve this ongoing issue.

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American Home Shield [AHS] stay away

AHS was going to have to replace a blown A/C compressor at my house. The tech inspected it, agreed it had just failed under normal operation, and left.

An hour later, we get a call from a rude AHS rep telling us that the repair was denied due to a couple of dented fins on the compressor. This is a large unit with close to 40 square feet of heat exchanger. When the rep contradicted himself about the diagnoses a minute into the call, he cursed and hung up on us.

This company seems to make money on the idea that when something big breaks, you need it repaired. They'll string you along with "we'll get back to you tomorrow", until you get tired of having no heat in the winter, and your pipes burst, or no AC in the summer or your stove catches fire.

So you'll end up paying full retail for the repair and having to go through the aggravation of waiting - and you'll still have spent worthless money for their "coverage".

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Nicole
Bridgeport, US
Apr 23, 2009 1:13 pm EDT

Simply put: AHS is the worst company ever! Poor customer service, no one will ever call you back. If you request to talk to a supervisor...good luck! They will take your money and never fix the problems. The warranty came free with my house when i bought it and i am sooo happy i did not waste my money on this company. It is a waste of time and money! DO NOT service a contract with AHS EVER! Their technicians are horrible as well that they send out.

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ChrisPokorny
Sterling Heights, US
Jan 13, 2011 8:40 pm EST
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Stay away from this company. They are a bunch of con artists in suits. They take your money and send people that have no business doing repairs. They won't return calls, repair inadequate repairs, refund your money. Save your money, look elsewhere for a company that truly stands behind their work and treats you like a customer, not a dollar bill! Had this company for six years, went downhill horribly! I would not get this company to repair my doghouse!

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Frisch
, US
Sep 20, 2009 10:28 am EDT

I have had similar issues with this company. In August 2017 they were called to repair a water leak. A hole was cut in my celing to locate the water leak from upstairs and the ceiling was supposed to be repaired by another company. As of 9/20/09 I am still fighting with them to get the hole repaired. Customer service rep was very arguementive and unprofessional. When I tried to talk she interrupted and kept stating that they were waiting on the plumbing company to call in the size of the hole so that they could contact a drywall service to repair the hole. There is no Quality check-ups or follow throughs to ensure customer satisfaction.

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fred
, US
May 06, 2009 2:16 pm EDT

I couldn't agree more. The company goes out of their way to sell, sell, sell but not stand behind their product. Every excuse possible for not performing service. I had an A/C unit denied for having a dent in the side caused by son hitting it with a baseball when he was 8 years old. My unit is 19 years old and my son is now 22 years old. I guess it took 14 years for that dent to finally takes its toll on the system.

AHS is a rip off

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Anthony L
,
Oct 03, 2008 2:23 pm EDT

AHS is the worst cmpany I have ever dealt with! My pool heater broke and the tech advised the company it needed to be replaced. I bought the extra coverage to make sure the pool equipment was covered. Its 6 weeks later and they say they ordered a comparable heater. Come to find out that they ordered a small spa heater not a 14000' gallon pool heater. I looked it up on the net and it will only heat a small spa, NOT to be used for pools. The customer service is AWEFUL. They have attitude and do not have any concept of customer service. I highly advise all to stay away from AHS home warranty!

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American Home Shield [AHS] beware

In December of 2007 I purchased a home in Henderson, Nevada, and paid an additional $600.00 for the home warranty by American Home Shield.

I purchased the so called "INSURANCE" because I was buying an older home. Upon going through the house, I noticed water damage: the roof had leaked during a recent rain, something I did not know was going to happen. I called the realtor I went through to buy the house, and asked about how to file a claim as I had not received anything from American Home Shield. She was shocked to learn they had not sent anything in line of policy information. So she contacted them to have them contact me. No one contacted me. Under my policy, the roof, the electrical, heating, air conditioner, water heater, all major appliances are covered as well as all plumbing issues are covered, or so I thought.

I never heard anything nor did I receive anything, as a result I shelled out $7500.00 to have the roof replaced, a roof that is covered under my policy. So I think all is well and I go to move a few things in and stay there over night. The outlet in the bathroom was hot.. Turns out the electrical/wiring needed to be redone. So once again I called to get the information on the policy, again nothing, so there goes $2500.00 out of my pocket to fix the electrical issues. All this was in January of 2008.

Then the locks jammed. A third call goes to try to get policy and contract information. Once again nothing, so that was yet more money, $700.00 to fix all the locks on house. THEN a plumbing issue came up, I FINALLY got a hold of someone from the American Home Shield. What happened was when I was doing a small load of laundry my mother went to use the bathroom and water backed up into the toilets, bath tubs, and in the laundry room, so I am telling the gal this, and I tell her, I am still in California, being unable to move into the home due to all of these issues and would not be in town until a few days later, and this is the beginning of May! I also inform her that at this time I had STILL not received any sort of policy related information. She sent the plumber out that day, and I received a nasty message on my voice mail from him asking why the ***
did I call for service if I had no plan to be present. I called back and tried to explain that the phone operator from American Home Shield knew that I was not there and I apologized for him being sent out like that. He snapped at me that he would have the receptionist call me back on Monday to schedule an appointment. The lady did call Monday, and was very rude, so I just scheduled for the Thursday coming up. I get to Henderson on Wednesday evening, and wake up early Thursday morning, even though the "TECHNICIAN" was not going to be there until noon. Noon rolls around, no show... so I call around 12:30 and they call the technician and he claims he called my cell phone to say he was running late but in truth, he never called because I used my cell phone to call them. SO I got mad and said why he didn’t leave a message, this is unprofessional on his part. So them I am told he is on his way and he will show in 5-10 minutes. 45 minutes go by, again nothing, so by this time I am furious and I call the plumbing company to cancel the appointment because my time may not be precious to them, but it is to me. So I am outside having a smoke when I call, and they claim the guy was at the end of the street when I called. SO I just blew up. I said really, my house IS at the end of the street and considering I was outdoors when I called and did not see him. I was basically called a liar by the company and they hung up on me.

So I called American Home Shield and basically told them that so far this policy has not paid for itself and that I refuse to deal with a company that treats their clients with so much disrespect. To this day, the middle of June, the plumbing issue has not been fixed, yet I am being charged a $50.00 service fee when their guy did not even show up! And I have been told that unless I PAY the fee, additional fees will be added. Here it is June, and I am just now moving into a home I purchased in December of 2007, and because of American Home Shields failure to provide policy information, I am out over $10, 000.00 on repairs that are covered under the policy I purchased. Look into your options, there are other companies out there that provide the same coverage's for sometimes less money and they are considerably more reliable.

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cfojimd
, US
Aug 13, 2018 9:50 am EDT

I am rather upset with AHS. Been a customer for 12 years. Water Heater (Gas) is not functioning properly. Have called AHS about six times, they say call back tomorrow. That is a p*** Off factor. Every time I call I get another rep from Phillapines or somewhere else in the world. They speak extreme bad english. Wonder what would happen if spoke polish to them? I am besides myself. I would like to rant and rave so much more but what good would come of that?

Read reviews including the class action lawsuits against AHS.

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Tonik
Nashville, US
Feb 05, 2010 11:13 am EST

Hi! So sorry you all have had problems with your warranty. I am a realtor and provide warranties to my clients for free so I pay out of my pocket for the coverage. As a realtor, it is our responsibility to follow up with the warranty company when there is a problem. Realtors have more strength as we sell many warranties and can switch companies at the snap of our fingers. Hopefully, none of these issues will happen to any homes I have sold. Many people I have spoken to have told me that AHS was easy to deal with except one exception. There was a realtor who bought AHS for her client, the client had a A/C problem and they would not put freeon (SP?) in as they told them that it is not in their policy. The realtor involved called other warranty companies to see if that was part of their program and when she presented to AHS that all warranties covers freeon service, AHS came out and fixed the problem. Sorry to ramble but many times, your realtor should be involved to a certain point to help as we do have more strength as a group.

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brenda jones
Coolidge, US
Mar 18, 2009 10:33 am EDT
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i have tried for two summers to get my a/c replaced and no luck the fix it just enough and the tech tells us not to call unless it stops running all together, but we live in arizona nad it gets very, very hot.but to ahs as long as it it blowing even if it is barely cool air to them it is working.the tech basically told us that ahs will not put a new unit on our house and i have paid them enough money over the years i could have bought a new unit. i am going to cancel my ahs today. i think i have been ripped off long enough. brenda jones arizona

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American Home Shield [AHS] don't trust them

Shaddy contractor was sent out, won't refund the full amount I paid for the warranty even though I cancelled before the 30 days citing incurring charges, won't refund the amount I had to pay for a window unit (had to buy a window unit cause my family and I was sitting in 90 degree heat in our house for 8 days) and won't refund the money I paid to my own independent contractor that fixed the problem in 3 hours versus their 16 days to make a decision on my claim. American Home Shield is a crock!

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Ronald Hemmings
, US
Oct 17, 2017 2:42 pm EDT

I purchased two agreements [protected] and [protected] . The later was suppose to be refunded two weeks ago . The refund amount is $455.88 . What is the hold up with my refund ? Your contract number is # [protected] Your coverage plan will begin on 08/30/2017.

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Reviewer39678
,
Feb 04, 2016 9:31 am EST

Repair not Completed/Complete Runaround. Terrible Service and mis-management of repair orders. They failed on four occasions to proper delivery their services and overall carelessness of the staff taking information or providing status. Don't use this company because the repairman and American Home Shield are working together to denied claims at the homeowner expense...

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FSki
Saint Augustine, US
Dec 31, 2013 11:38 am EST

Just cancel? Apparently you have not tied to cancel service with AHS. The only thing worst than the idea of honest home warranty service is trying to cancel the service. I had been trying to cancel for over 4months now. Yes 4 months! I initially called and cancelled seemed fine, then I got a letter from their collections division asking for the balance due for the next years contract. I have been going back and forth with different customer service/ managers managers and not one of them can get my account to show closed so I stop getting letters for past due amounts. I have even been told by a manager on several occasions, my account is closed and they sent an email to the collections department (which is also AHS) but so far every couple weeks I still get a letter for the remaining balance. AHS was a terrible mistake and yes they are all a scam...

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obemamqa
cuba, US
Sep 27, 2013 1:00 am EDT

viva bush, , , , , , , , , , , , , ,

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obemamqa
cuba, US
Sep 27, 2013 12:59 am EDT

ahs ovwr 40 yrats they suck

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lolok
joe blowme, US
Jun 12, 2011 2:43 am EDT

Honestly you people need to stop playing the victim. "Oh I got screwed by AHS but I still keep paying them" Quit your complaining and cancel the service, you got conned. All warranties are scams, its just another middleman to pay. "Piece of mind, " lol what a joke

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Deirdra Daniels
Indian Head, US
Jun 10, 2011 4:09 am EDT

AHS sucks they are fraudulant and liers. They contract lying and fraudulant companys. The corporate office does not return phone calls as promised at all. I have a bad AC unit and 3 companys was called and only 2 showed. The second one that showed came 2 hours late with no phone call. the first one no show at all. I contacted the corporate office to no avail. No return call at all. Called their office in Memphis, TN 5 times with no call back at all. My sister had her AC unit replaced in Atlanta, My cousin had her unit replaced here in Maryland. both of them were only charged the initial $60.00 and both had their units replace. I need the same thing done, but I am being charged an additional $600.00 somthing is majorly wrong with this picture. Is AHS picking and choosing who they charge for the same exact services. UMMMMM! FRAUD'S, LIER'S, DO NOT TRUST THIS COMPANY. You pay all of your money to them, but when it comes time for you to get things fixed they still want to charge you out the butt for ### services.

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Mjverach
, US
May 26, 2011 11:08 pm EDT

AHS has been attempting to repair our water heater for 4 months, finally saying it needs to be replaced. The day they came to replace it I was told they picked up the wrong unit from the warehouse and would be back in the afternoon with the correct unit. Next, we got a call from AHS stating that the repairman will need $500 to correct "code" issues or he can't do the work. I have a 6 year old house that met code 6 years ago, and has had 2 home inspections. AHS is a scam!

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AnnSc
, US
Mar 27, 2011 5:45 pm EDT

Realtor's aren't paid a referral fee for providing different home warranties for buyer's and seller's to consider. It's part of the job of being an agent to provide all the information available the agent knows might be available to benefit their client, for the client to consider and choose. An agent works for the client...the client is the BOSS.

Some brokerage firms have reciprocal agreements with different companies, including title and home warranty- but they disclose that to you. The agent themselves (as a salesperson) wouldn't have that agreement. Any pay or incentive an agent receives during a transaction connected to a buyer has to be disclosed to that buyer.

With that said, I have had many different experiences with home warranty companies myself, as an agent/owner of property that I live in and property that I rented out.

Once I had to take a company to a small claims court to force the warranty company to perform- and I won. They had to replace the AC unit on an older property they had been collecting contract fees on from me. It was a smaller company, years & years ago, that refused to repair/replace the AC unit because it was from 1970-something & they couldn't find a repair part, didn't want to/or could easily afford to replace it... Well, neither could I- which is why I purchased the warranty!

Each home warranty company has different guiding principles of business unique to its "way of doing business".

All larger home warranty companies, however, operate in pretty much the same way- they subcontract the repair work to independent contractors to carry out the terms of the contract to the homeowner. Always require the person entering your home shows you ID. Sometimes I've even required they show me they are licensed, bonded, insured prior to letting them in- give me a card & show me you're a professional. You will see their card doesn't (usually) reflect the warranty company you paid your fee to.

Some companies do allow you to upgrade your repairs if a major appliance needs replacement, but they're required to do only the minimum the contract provides you. The negative? Most don't have the coverages for extra work & supplies for repair to the home (crane, for example) available for the buyer to purchase, some companies do. They do base their repairs, and tell their repairmen specifically- look when you go to the client's property to see if their is ANYthing the client hasn't been doing to maintain the property correctly & we will cancel the contract coverage for that part of the contract. Dirty air filter? NO AC coverage. That's a big one.

Overall, I still personally use a HOME WARRANTY on my personal home:
1. I don't like financial surprises, warranty limits my financial exposure to repairs (but I also know what it won't do)
2. I like having a contractor on a "ready" list I can call for anything that breaks without having to call everyone I know to find (for example): a microwave repairman, or AC, or Pool pump, or circuit breaker guy, or roof repair, hot water heater, or dishwasher, or water pipe foundation leak...the list seems endless as a homeowner. The pool coverage (pool pump, pipes, & heater) has actually paid me back my fees the most and most often, which I wouldn't have guessed without having been through it. The other repairs have pretty much been more of a convenience of having someone right away do a smaller repair at a set fee that I could predict.
3. I can leave town & go on vacation owning rental properties, and if my tenants have a problem- THEY have someone to call right away! I love that part. They're happy, so am I. Win/win.

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obsessed2
Windsor, US
Mar 25, 2010 5:48 pm EDT

I have had a service contract with AHS since 2002 and have received good service. I had a heat pump replaced (my old one was 20 years old) with money that would have been used to replace a compressor (sure it took a few days but things don't always happen overnight). I also had a washer replaced with the $546 they were willing to spend to fix it. Considering I paid $599 for the washer almost 5 years I can't complain. I also had a well pump replaced. I had to pay my $60 service charge along with a $60 material charge but for a $800 pump job I am not complaining. I have had repairs done to my dishwasher and dryer, as well as a pin hole leak in a hot water line repaired. Every time I have put in a service request AHS has answered the call. Each time the repairs were completed correctly. Maybe its because I live in a rural area where the repair companies aren't trying to rake AHS over the coals. The service has not always been the fastest but it has been consistent, the work always got done in one week or less, and was done right. Some people fail to realize that it can take time to get parts, especially for older equipment. My washer died and even trying to get parts from Sears (yes, Kenmore broke down in less than 5 years) was going to take over a week. Sure the contract costs me over $500 a year and some years I have not put in a single claim and kissed my $500 goodbye. I do the same with car insurance. But, there have been years when the service has been a blessing because I would have paid over $500 in repairs.

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American Home Shield [AHS] lied about repairing ac

American Home Shield LIES. My AC compressor blew up on Sunday. The unit is 16 years old - my husband is disabled and undergoing radiation now - we live in Florida and it's hot and humid. They sent a man on Mon. - he had 48 hours to put in just a new motor - not a whole new compressor. We were dying of the heat - knew we needed a whole new complete unit - they refused. We had the serviceman come back and we had to pay the entire amount ($2600.00) - but he had us cool on Tuesday.

AHS is terrible - cancel them if you can.

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turksmom
Lemoyne, US
Jun 24, 2009 4:13 pm EDT

I feel like a club member. AHS has been unable to find technicians to provide service in my area. Refused to pay for portions of repairs, charged me their $60 fee for scheduling what turned out to be a $20 repair, extended repairs over 2 months and multiple visits with the appliance never being repaired or replaced by AHS (I gave up and bought a new one And they do not reimburse! Never, Ever!), suspended my contract on the date the 3rd installment of my annual premium was due (wouldn't you know I'd have to call for service then?). This would mean I paid for 2/3 of a year, but was unable to use it 2 months into the renewal period until I paid with a credit card by phone. At which point they told me there was no one available in my area, could I wait? No. 4 kids and no water over the winter with a boiler heat system? Couldn't really wait so I paid AHS and paid for my own repair. Then I tried to cancel the contract and it was so much trouble, I gave up. Recently tried to schedule service again for 3 different plumbing issues. Thought I'd save myself the extra $120 by doing them all together. They scheduled 3 separate visits at 3 separate times! 2 with the same contractor! I cancelled and did it myself

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.

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