American Home Shield [AHS]
Reviews and Complaints

On January 13,2023, I placed a service request in with AHS to have my ceiling fans looked at. One in The light on both of my fans started to not operate correctly. When you turn on the wall switch they come on dim then get bright then dims and gets bright. the company sent out one contractor and the man was in my house for five minutes and stated that it was just a light bulb. He didn't even touch the fan. That caused AHS to deny my repair so I disputed the results and AHS agreed to send another contractor out. When they did that contractor came out on the 23rd and did a thorough inspection on the fan and the wiring and told me that the light kit on the fan needed to be replaced. He also stated that because the fans were the age they were, the light kit would probably cost just as much as the fan so he is going to recommend a replacement. I told him that they need exactly what's wrong with the fan. When Ahs recieved the report they said that because the contractor said it was not a mechanical failure then they are not responsible to fix the fan. however, my contract states that ALL components of my fan are covered and that. any malfunction of the covered item resulting from the terms outlined in my contract will be covered. AHS keeps giving me the run around stating that they have to call the contractor back and the contractor even said that they sent them a video diagnosing what the problem was and AHS stated they don't have a video. I am getting nowhere with them and I had my contract sitting right in front of me when I spoke to the rep today and she kept putting me on long holds and telling me that it was no one to talk to about the matter except her. it is now February 7, 2023 and I have yet to get anything resolved. If it is this difficult to have 2 ceiling fans fixed that is clearly stated that they are covered then how hard is it going to be to have a larger appliance fixed. I don't know who to contact form here but I will be pursuing this until I can get this matter resolved. It is not fair to pay money to a company every month and think that you can rely on them but hen when you need them they don not want to do what they are supposed to do. My ceiling fan is the source of light for both of my rooms and I have had to put lamps in them to compensate for not being able to use my fans. I have explained that I do not want a new fan, I just want them to fix what they are supposed to fix.

I placed a service call with AHS on January 30, 2023 for my sump pump, The technician came out and said the sump pump had to be replaced and he would have to get authorization to have it done. This is the same sump pump that was replaced six years ago by AHS and nothing has changed. this time around AHS has Denied the request because they don’t cover sump pumps when it clearly says in my contract that it does. 8HS says I can get a second opinion from the same company for an additional $75 service

A claim was filed with AHS on December 1, 2022 about my General Electric Oven. A contractor was sent out and reported to AHS they could not find the part. AHS couldn't find the part either. They told me it was a manufacturer's recall. I called General Electric (GE), and they told me it was not a recall. The part is no longer made (obsolete). The oven would have to be replaced. I have talked to several representatives numerous times to no avail. None of them would put me through to a supervisor. Instead, they all said "It is with the

Authorization Department." I couldn't speak to them either. I need to know what AHS plans are to rectify this problem.

Dispatch Number: [protected]

I made an appoint in mid December with ProConnect for carpet cleaning. I called one month out and scheduled cleaning for 4 rooms, stairway, and hallway for January 18th. On January 17th at 4 PM I received a call and text saying they couldn't find anyone to do the job and needed to reschedule. I was upset because I moved all of the furniture in the living room and it had to stay like that until the new date. We rescheduled for January 31st. On January 28th ProConnect called and said the same thing. They didn't have anyone to do the job. They said they could do the next day at a discount. I agreed and as we were making arrangements I said "Btw, what will the discount be?". He said $20.00. I just laughed. You have to be kidding. I told they to cancel completely.

I was able to call another local comany who were promptly here at the time promised. They were professional, reasonably priced, and did a great job.

Lesson learned! I will never attempt to use ProConnect and will recommend that family and friends to never consider working with them.

It's fairly simple - When I had a main line problem with my toilet. They outright refused to cover it. I had to pay out of pocket. When that toilet flooded my basement, they outright refused to cover it. There was no coverage, it turned out, that I could upgrade to as I was the plus plan.

Not covering toilet/plumbing related situations make them worthless.

I looked at the cost and reviews for several hime repair and service companies, amongst them AHS. Opted not to use them. Since then have been receiving non stop phone calls (as many as 10 a day) and many emails offering deals, promotions etc. Their "unsubscribe" link at the bottom of their emails does not work, so no way to unsubscribe. How do I get this unscrupulous business to stop their harassment? I have posted a warning on my community board, could you offer some suggestions?

Quick follow up. The oven still has a gas smell and I have a call into the firm.
From: [protected]@gmail.com
Sent: Friday, January 27, 2023 3:28 PM
To: phil.[protected]@ahs.com
Subject: Bad customer experiences - Platinum Contract #[protected]
Hi Phil – can you either help me with this, or if not, forward to Rex, thanks!

Hi Rex
Several bad experiences with both a service call and billing issues.
On the service call here’s what happened:

I logged in and requested service for both a gas leak and code violation of this unit as installed by AHS only 2 years ago – I am attaching that diagnosis form my gas provider. Obviously that installer was either unaware of the code, chose to ignore it (I am the customer and certainly know nothing of code requirements, yet I have an expectation that whoever you send would know what needs to be done). When this technician came, I was under the impression of another new appliance (why it worked for only 2 years I couldn’t even venture to guess). Nonetheless, back he came and only installed a part. When I again reminded him of the code violation he said, not my problem. I am also attaching his work order and relevant pages of the contract highlighting this should be covered.

On the billing issue, resulting form the time to get the technician to even come Edward (ID# 8111878) issued a credit of half the service call (53.62). To date I don’t see that posting on my credit card. Although my billing record on your website shows that the 107.25 was not paid, that still appears on my card. What I do see is a 53.00 credit on my card (I don’t know why, yet I see that same balance of 53.00 due (so a net wash). Now I have no idea why credits take so long to issue from your end to my card. Recapping, I should be credited 53.62 as per Edward and have nothing due, not the net charge of 54.25 with a remaining balance of 53.00. I have also attached the charges on my account form your end and a recap of my card from my card provider.

Rex, pretty much all representatives clearly cannot help customers with issues get to a supervisor or manager much less the escalations area that I was (supposedly) to receive a call from. All I do from end is repeat the same story ad nauseum and spin my wheels. Is that what AHS represents. I hope not!

Kindly get back to me.

Richard Freiberg

Phone [protected]

Cell [protected]

Subsequent to my sending this email to Rex. Phil and Gina Coley, the original contractor returned and reiterated he didn't do gas. I was assigned another contractor now: East Coast Appliances who confirmed with me when I was scheduling an appointment that they also do not do gas and I have just been assigned a new contractor - hope it works. BUT, it shouldn't had to be this way if you folks just listened and read and showed some courtesy to your customers

My garage door opener mechanism broke, causing my garage door to go off track and caused the cables to break. American Home Shield claims that they don't cover the damage the broken garage door motor caused. I paid my 100 dollar service fee to only find out that the 975.00 bill to put the door back on its track and replace the cables that are part of the garage door opener are not covered. After I spend that amount then, they may consider replacing the motor.

The motor is what caused the entire problem. How can they say that the cables that make the garage door opener actually work are not covered. I want them to cover the work.

When my water heater of 7 years broke last year American home shield wanted to charge me 1700.00 out of pocket toward my new water heater. I got a new water heater for 1400.00 installed without them. There coverage is a joke. And this time I want them to do the right thing!

My contract # is [protected]

At 70 years old, many companies attempt to rip you off and in order to help the Seniors there are several means to get restitution.
Bait & switch - The Commissioner of Insurance works hard to fine and shut down companies that do this
Scamming the elderly - both the BBB and the DOJ do not take kindly to this

The run around - when this happens, then you must turn to the 20 social media sites and your 80,000 elderly followers
YOU AHS qualify for ALL of these. We have been with AHS in Orlando, New Orleans and Las Vegas. Over 20 years. Recently (August 2022), you contacted us and offered us a NEW Electronics Protection policy for $120. You convinced us that the policy will cover all our electronic and we would be services within 24-48 hours... BULL. All of it was a bait and switch scam.

August 21, 2022- we sucker in and pay YOU AHS $120. We receive confirmation from "[protected]@mail. ahswarranty"
At no time were we told that you have nothing to do with this policy, but we would soon find out
The email states - for details log into my account; questions about the policy can be found at AHS Contract Policies (link)

At no time and did any information come in stating that if we had a warranty issue, we were to contact a third party... Allstate
January 4, 2023- my wife's MAC book keys are sticking and the keyboard is not working
We contact AHS, whom gives us a number to Allstate
We call Allstate... we are on hold for 20 minutes and then transferred to another extension

We are on hold for 28 minutes and then another 20 minutes being transferred around to Bill, Ian, Sumar and then to the Tech Computer Department
98 minutes into the phone call, we are told that the ticket has been set up and we will receive a call within 24 hours to schedule a time and day. Claim#[protected]
24, 48, 72 hours go by and nothing...

We call on 1/10; 1/20; 1/26. On hold too long and left messages each time.
Needing her computer desperately, we go to APPLE and pay $220 for the repair
January 26, 2023- now 22 days since we called into get service on our policy and have heard from no one
We go on chat with Josh and he says he cant help and it's not an AHS issue, it's Allstate. He gives us a phone number that goes to no where

He then tells us again, there is nothing he can do. We ask for a supervisor and he states, he doesnt have one
He gives us another number [protected] EXT 5; go ahead and call the number THERE IS NO EXT 5
We call... are on hold 7 minutes and the rep comes on and hears our story. "Sorry. We can't help you with that, you have to call Allstate".

We insist on speaking with a supervisor...20 minutes later, she says she has one but she's got to enter the info in. We are disconnected
15 minutes later a supervisor calls and slings the same bull story the others did.
I'll make this simple... I want my $120 returned! I want my $220 reimbursed! This is a open and shut case for Bait and switch; this is a dead ringer for Elderly scam. Therefore, if this is not cleared up by 2/1/2023 we are going to proceed with:

Reporting this to the Commissioner of Insurance
Reporting this to the DOJ
Reporting this to both the local NBC and FOX "Elderly abuse programs"
Reporting this to the BBB
Reporting to the Internet Crime center
Reporting to Scamwatch.gov
Reporting to the FTC

And finally I will post this story and our treatment to Google, Bing, Yelp, Yahoo, Merchant circle, Yellow pages, City Search, Angie's list, and every scam site we can find.
This is disgusting. Would you do this to YOUR GRANDPARENTS!
Avelino Iglesias (Joe)
5083 Vincitor St
Las Vegas, NV
#[protected]
[protected]

I am an existing client of AHS for the below property. I called AHS on 1/3/23 to check if AHS provides coverage for broken toilet seats and the customer service said YES then the representative created a service request and charged me $80.44.

But when the contractor reached the property he mentioned that AHS denied covering the cost and I have to pay the out-of-pocket cost of $180. Now if I have to pay outside warranty then AHS should refund me the service fee as it was a mistake of the customer service representative who said "Yes" on covering the damage and created the service request and charged me a service fee for no service. I have been following up on this issue for 3-4 weeks now and the only thing I hear back is they are investigating the call log with customer service with no response.

DispatchRequestID: [protected]

Address:

7544 Brighton Hill Ln, Raliegh, NC, 27616

To Whom this may concern,

I called AHS on December 24th 2022 for an emergency service for a plumbing issue. AHS was not able to provide a service until Monday, December 26th, 2022. Due to the unhealthy situation, toilet overflowed in showers, sinks, poured out onto two rooms of wood flooring, not able to run water or use toilets in entire house, I had to retain a plumbing contractor on my own.

This was unsatisfactory service from your warranty service, if I was able to obtain a plumber surely AHS could have. I had an 85 year old and 4 children that were unable to shower or use the facilities for 24 hours due to AHS poor service. I was charged $726.82 by Roto Rooter invoice 62- [protected] paid by personal check # 4514. Merry Christmas to us.

Signed up the home warranty on December 19th 2022. On January 23 I called for service on my air conditioner and was told that the repair was a pre existing issue from the previous owner. When you buy a house and request a home warranty, I should not have to worry if things are going to be fixed. Or for Americans Home Shield to say it was a pre existing issue. How do you know if something is pre existing. It worked when I moved in and a month later it does not work. When I called American Home Shield, all they can say is that it states it in a contract and the section that anything that is pre existing in not covered. So basically anything that breaks is not covered
So I will never do business with them ever again

Washing machine issue: water not draining from washing machine.
Activity:

1. AHS assigned contractor Pro Appliance.
2. Pro Appliance came out and identified the drain assembly needed to be replaced.
3. AHS ordered part... it took over a week for the part to come in and get Pro Appliance to come back out to install.
4. Pro Appliance came out and replaced
5. When we used the washer for the 1st time since being repaired, the washer flooded my apartment. Water was coming out from under the washing machine.
6. Reopened case with AHS
7. They assigned Pro Shield to come back out.

8. Pro Appliance refused to come out. instead they wanted to do a video conference as which point I told them that we were unable to take off from work for just a video call since there is nothing to video as water was coming out from under the washer and I wasn't going to flood my apartment.
9. went back and forth with Pro Appliance several days with no resolve. Pro Appliance finally said that they could do just a phone call with a tech two days later. When they called two days later, they wanted to do a video call again, not a voice call. AHS was called several times during this 5 day period as which point AHS said that they would assign to a new contractor. They did not reassign as promised and they refused to go back and listen to the call log of the conversation where they told me that. AHS refused to reassign and each time said they would contact the contractor and get back with me. AHS never called me back and even when I asked for a supervisor to call me back, they did not. AHS said the contractor tried to call me however they did not call my phone, leave a message or text me.

10. left several messages for Pro Appliance to call me back and they never would call me back to resolve.
11. AHS finally assigned to another contractor... however the contractor was out of state. After I called them, they assigned back to Pro Appliance and we started with the call Pro Appliacne to schedule a service appointment. The contractor would never call me back.

12. I called another appliance contractor to identify the issue, they came out the very next day and said the drain assembly was leaking and needed to be replaced for $329.00. I called AHS and told them this and they would only refer me back to the original contractor who refused to come out to repair their problem.

13. I asked AHS for a buyout and they refused and they refused to force the contractor to come out or to assign to a new local contractor.
14. I had to end up purchasing a new washer from Lowes for $604.00 as we had been without a washer for almost a month.
15. AHS finally called and said that they would have the contractor come out for a service visit instead of a video call. it was too late at that point.

My contract No. [protected] states that the monthly amount to be withdrawn from my bank account each month is $84.79. The amount that has been withdrawn is $95.39. I have called every month since September to get the amount corrected, according to my contract. I just called again and was told that it cannot be corrected. I was told that an additional tax is being charged. The tax is reflected in my contract, so I disagree with an additional tax that was not included in the contract.
We have a written agreement. Please correct the monthly amount withdrawn and give me credit for any overcharges.

AHS replaced our water heater 2 years ago with one of their contracted plumbing companies and now the same Rheem water heater has failed since the plumbers failed to install it to code for the city of San Antonio by leaving off a required pressure valve. AHS tells me I should have known (I am not a plumber by trade) and that since the water heater is under warranty with Rheem they have no liability. I have spent hours on the phone escalating the issue and no one has common sense enough to see their liability. Worst experience I have ever had with a company. Went online today, a Saturday, to cancel my service and that cannot be done online (?). So I call and find out that department doesn’t even work weekends (?). Have no idea who the executives are in this company as you cannot access them in any way and I have asked to be contacted but no one has the time. Do your homework if you think you need a home warranty company as AHS allows illegal work to be done in a home and they do not take ownership to correct for a very long term client.

My washing machine was serviced on Jan 11th and the contractor stated (All City Appliance Repair) that the clutch and motor died. He said that the machine will need to be replaced and to contact American Homeshield. Well the diagnostic report the contractor submitted was completely different from what he told me. In his report he said the machine was overloaded which caused the motor to die and that it was not due to wear and tear. He stated no such thing to me. I know how to use a washing machine. Keep in mind that my washing machine is 15 years old. I guess my machine is suppose to last forever with no normal wear and tear. Asked American Home Shield for a copy of the report and they said they could not give it to me. Also asked the contractor All City for a copy and they said they can only give it to American Home. Also I called and sent text message to the technician that came to my house and no response. The contractor acted like he didn't know who worked for his company when I asked to look up my job number and see who was dispatched to my home so that I could speak with that technician for clarity on his report. It is always a hassle with American Home and I have been with them almost 15 years. At this point I feel like they are with the contractor to not pay out anything for their customers. Feels like a scam. So dont get American Home Shield. I am currently looking for a new company.

We requested service for our pool equipment late November 2022, as our contract was expiring on December 1, 2022. The technician they sent out openly admitted that he was not qualified to diagnose an issue with the control panel. After explaining the issue, and the technician calling another technician, they determined that the motherboard controlling the equipment is failing.

Our contract included coverage for pool equipment and electronics issues. However, the technician stated that it probable won’t be covered because it is considered automation. Later, the manager of the repair company sent in a report stating that the “Multi-Media Center Board” appeared to be the issue and he didn’t think it was covered. I talked to the manager and asked why he called it that, since there is no “media” involved with my pool equipment. He explained to me that American Home Shield calls the mother board a “Multi-Media Center Board”.

How can they create their own names for items in their contract that don’t even make sense, much less an industry standard term? If the pool industry doesn’t use that term, how am I supposed to know what coverage I am paying for? If that is allowed, they can make up any name they want to disguise coverage and keep even industry veterans confused.
This is very deceitful and fraudulent. I plan to send this to the BBB as well.

Just want everyone to be aware...

Ahs gets their deductible when you make a claim that day, which mine is 100$.Ahs Never showed up,gave me a courtesy call when the contractor would come fix my issue or come in a timely manner!

So to cancel Ahs charges me another $40, nothing gets fixed plus has my monthly fee of 120$...which btw is to high.SO NOW THEY GOT 220$ FOR JAN AND MY CLAIM WAS NEVER FIXED!

Its BS!

On December 6th we discovered our water heater had gone out and flooded our garage. We called American Home Shield and requested service. After waiting five days without water or an answer from AHS we called their customer service and were told they could not find a contractor to fix our water heater , several more days and we finally got an email stating that we had been approved to find an outside contractor.

We found a local company , when they called AHS for the approval code they refused to approve the work even though they told us we were approved to find an outside contractor. It took most of that day and numerous calls by us to finally get an approval from them ( dealing with some of the worst customer service I have ever had the misfortune to deal with). Once the work was done we had to pay out of pocket almost 3000.00. I immediately sent all of our paperwork in for reimbursement. I sent the paperwork in on December 15 to the email address I had been provided in their email. It is now January 13 and we still have not received our reimbursement from AHS. They also took a double premium payment out of our checking that they weren't entitled to. We finally got that back because we filed a dispute with our bank.

I have lost count of the times I or my husband have called and get told something different every single time we call. I called again today since its the maximum of 21 days they said to receive our refund. And surprise , surprise , more excuses and still no refund... I am ready to cancel our long standing policy and seek legal action against AHS...