American Home Shield [AHS]
Reviews and Complaints

I purchased a home on August 2, 2022. The seller fixed some things and not others. We have started to look for repairs or replacements for a toilet that is leaking from the base. We were denied after being charged the deposit of $85.00. I was told after the contractor came the toilet would not be covered because of wear and tear hence a used toilet in a house we bought. That's why we kept the home warranty to help us with broken items. The seller did not provide us with the customary home warranty through the realtor. We provided American Home Shield home warranty to the people the bought our old house. I hope they are not going through the same experience of lousy communication and service as we are going through! Very confusing tactics American Shield representatives use to deny service.

I was not getting anywhere with the customer service representative so I asked and then demanded to speak with a supervisor. But was told there were no supervisors available and that a supervisor would call me back. No supervisor called me back within the 7-day period. But finally, a supervisor Kiva emailed me 10 days later. My 7 days were up and was told because of that I can not get a second opinion. The customer service representative and not a supervisor told me I have to find a plumber on my own and submit payment for reimbursement which I feel is not right and a real hassle considering I will probably be denied without getting a fair chance to get heard. I need help with this situation.

I placed a request for plumbing service with AHS on 12/16. By 12/21, the assigned service contractor had not been out to the property so I called AHS. I was told they would have to speak with the contractor before they could re-assign a new contractor and AHS would call me back within 30 minutes. An hour later I called back and was told again that they were still waiting to speak with the assigned contractor. Mind you, AHS reportedly has a policy that the contractor must make contact within 36 hours of receiving the service request from AHS. This afternoon (12/21), I again called AHS because I had not heard from anyone in their office and ONCE AGAIN was told the representative needed to speak with the contractor. I demanded a new service contractor and indicated I was no longer willing to wait for them to make contact. After threatening to cancel my contract, I was told the representative would expedite the problem and yes... I have to wait for another 24 hours to get a response from AHS. THIS IS BEYOND RIDICULOUS! Unfortunately, this is the second time I have made a service request and have not been able to get a satisfactory response. Interesting, how the first voice you get when you call speaks English clearly and yet my experience has been that I have difficulty understanding what the representatives are saying.

We have been loyal AHS customers since last 4 years, but this horrible experience will change our relationship with them.

Created request with AHS on Nov22 for issue -"freezer” not working in LG refrigerator. They assigned A Go Home Appliance Repair Inc to the case.

1st visit on Nov29: A Go technician said condenser broken, will order new

2nd visit on Dec10: Different technician came to replace condenser, instead said there was nothing wrong with the condenser. He cut some valve caps to investigate issue, which in turn, broke the WHOLE refrigerator. He did not have new valve caps to replace them then. He suggested to replace the entire refrigerator since valve caps don't last that long and would mentioned the same in detailed report to AHS as well in next 24-48 hours.

All produce, dairy etc in the refrigerator got spoiled, since we did not have any spare unit to store them. We contacted both A Go and AHS everyday (Dec 10-13) for next steps.

Dec 14, AHS said they had not received any report from A Go yet and would escalate the case. They promised escalation team would call us within 24 hours.

Dec 15, we called AHS again to check on the status, since we had not received any callback from the escalation team. The service agent said we should keep waiting for the callback from escalation team.

Dec19. we had still not received call from AHS. We called again, no report from A GO yet. I requested agent to transfer me to escalation team, on which hung up the call.

After 2 hrs, we received call from AHS escalation, the agent mentioned that they had reached out to A Go. A Go said they have ordered “some” part to be installed on Dec30. AHS team asked A Go to expedite “if possible”.

We asked the AHS escalation agent for two options - either to replace the refrigerator or assign a new contractor. They denied both options and asked us to wait. With our refrigerator broken for more than 3 weeks now, none of the parties are interested in solving the problem.

My wife & I bought a house at 1810 Manchester Way in Corinth, Texas in July of 2012. We purchase AHS services at that time and faithfully paid our monthly premiums until we sold the house in January of 2017. So we thought! We had our AHS service transferred to our new residence at 400 Mobile Dr. in Copper Canyon, Texas in February of 2017. We again paid our monthly premiums faithfully until we sold the house in July of 2019. So we thought! We had our AHS service transferred to our new residence at 1510 Abbotts Lane Argyle, Texas in August of 2019. We again paid our monthly premiums faithfully and are still residing at this address. Last July, 2022, we had air conditioning issues so I called AHS to file a claim. To my surprise I was informed that we did not have coverage on our residence. So I went back and looked at my bank statements and informed AHS that they had been receiving auto-pay payments from us since we bought the house 3 years earlier. AHS informed me that they had not transferred our account to our new residence back in August of 2019 and that those payments were going towards 400 Mobile Dr. Copper Canyon, Texas the house that we sold 3 years earlier. So I had them change it to our new address at that time. Moving forward to last month I get a call from AHS telling me that we're behind on our monthly payment. So I checked my bank account again because I knew that I had seen a payment to AHS. the past few months. Well come to find out, there were 2 auto deposits coming out of my bank account. So I contacted AHS to inform them of this. They told me that we were still being charged for not only 1806 Manchester Way Corinth, Texas, the house we sold almost 6 years ago, but was also being charged for 400 Mobile Dr. Copper Canyon, Texas the past 3 plus years! So AHS had been collecting from $64.33 to $68.99 on account #[protected], a house that we have not owned since January 2017. AHS has also been collecting $47.99 on our house at 400 Mobile Dr. a house that we haven't owned since July 2019. We are requesting a refund on the amounts that AHS has collected from us on 1806 Manchester Way Corinth, Texas since February 2017, and also the amount that AHS had been collecting on 400 Mobile Dr. from August 2019 through June 2022.

In July, 2022, I requested an estimate for a roof leak. I paid the $100 upfront fee and a roofing company was dispatched to provide an estimate. The estimate was explained to me and I was satisfied with what was determined. Due to the extensive rain in our area, the company was heavily booked but the wait was acceptable to me as the leak was not extensive. at that time American Home Shield cancelled them due to the amount of time it was taking and dispatched another company who told me my entire roof needed to be replaced. I DO NOT need a roof replacement; the cost was beyond what would have been covered on my Platinum Contract so American Home Shield offered a payout of which I accepted. I was told I would receive it within a couple of weeks. I have called several times for an update and was offered apologies for the delay and it would be expedited. I still have not received it and now I was just told today I need to provide proof the work has been completed BEFORE I can receive the $1000 payout. I was never told I needed to have the work done prior to the payout; this is incredibly unacceptable. It is not within my budget to pay someone to repair my roof since it should have been done through the first estimate but American Home Shield stated they cannot go back to the first company.

Please have the payoff submitted to me ASAP so I can avoid having a bedroom ceiling repaired as well.

My name is Jackie Peters, [protected]. I placed a service call in July and here it is December 19, 2022, and I still have a cooktop range not working. It was bad enough that my family could not have Thanksgiving with my veteran children, as I am a disabled veteran, but now it is Christmas, and we have the same problem. Jackie Peters, [protected]. December 19, 2022. I did not have a Thanksgiving because we had no stove and now we will not have a Christmas because I have been waiting on you.

I have two claims. On November 15th a repairman can out to repair a my dishwasher. After the repairman looked at it, he said he would order the parts. I asked how long that would take since Thanksgiving was in two weeks and I was having a crowd. He said 7-8 weeks. I contacted AHS and I was told that I had to wait that long. I went out and bought a dishwasher for 979.00 since Thanksgiving was coming upon us and I could not wait 7-8 weeks. I contacted AHS and advised them I had bought the dishwasher and asked for a reimbursement. I was told that they would not reimburse me since my purchase was not authorized. I made several calls to AHS and their representatives (who were difficulty to understand) gave me no explanation as to why I could not be reimbursed since this was an unreasonable time to wait for parts. I also wrote a letter requesting reimbursement. I did receive a response.

Now my refrigerator is not working. A repairman cam out on December 2nd. Again, he said he had to order the parts to fix the refrigerator. Here it is December 18th and I have not heard from the repair company. As Christmas is approaching, I am desperate for have a refrigerator since I am hosting Christmas day for my family. I contacted AHS and the repair company and could not get an answer when the parts were coming in. I did not go out this time to purchase a refrigerator, however, I am concerned about food spoiling. AHS representatives were rude and could not give me answer not give me any alternative as to what I can do in the meantime. I was told by the repairman when the parts come in, I would have to unplug the refrigerator for 2 days, take all of the food out until he repaired it. I am an elderly woman who lives alone and desperately need a refrigerator that works. My address if 1050 Borregas Avenue, Spc, 185, Sunnyvale, CA 94089.

We called AHS 12/15/22 for service; we have No hot water. They did contact a vendor (Coastal Comfort); they called my husband and said we have no one that can work on this type of heater. At 6PM or so I called and wanted to talk to a person. First you can hardly understand what she was saying; she kept telling me that we would hear from someone within 24-48 business hours. I ask her so I have to wait another 4 days without hot water and then someone will call me. She kept repeating this. To say I was frustrated at this point is an understatement. I ask if we could contact someone to fix it, pay our $100 deductible and AHS would pick up the remainder of balance. She told me no. I get home from work this afternoon and was told that another company (Aqua Pool) came out and he after looking at it he said he had no idea how to fix it. He went to a repair place and came back and said the same thing. Needless to say it is Friday evening and I still have No hot water; not able to take a shower, wash dishes etc. We were under the understanding that if it can't be fixed then you replace it. My husband received a voicemail stating that it will be too expensive to fix; she's going to put in for a second opinion. Please someone tell me what can be done to fix our problem. We pay monthly for protection and would appreciate your help

I'm 90 days into waiting to get my washer fixed with excuses on parts. Contractor claiming they requested parts at the beginning and received the wrong parts. AHS claiming contractor did not request parts and AHS claims they have no record of conversation with my husband concerning this issue. Rep at call center is obviously programmed to deter action by policy holder to escalate only to agitate policy holder and avoid contractual obligation for replacement of appliance at or after 45 days. I am prepared to take legal action and will go thru arbitration which will cost you more than replacing my washing machine. Why is it so hard for you to satisfy a customer and ignore the contract.

Started on Monday 12/12/22 it is now Thursday!

As a Realtor for more than 18 years, I’ve suggest this coverage to my clients. Recently, I suggested it to my own daughter after many clients raved how great it was. I now need to back-peddle based on the HORRIBLE service regarding a furnace repair in Middletown NJ. My daughter (8 months into a high risk pregnancy) is now without heat for more than 4 days and they are still giving a run around trying to find an authorized service provider for a LENNOX furnace. My daughter has found one who has the parts, but AHS, insists that they can’t go “out of network” without authorization and that could take another 48 hours or more. The initial service company told AHS they couldn’t fix it or get the parts and yet, AHS, attempted to dispatch the very same company again! This is absolutely ridiculous - can’t even speak with a supervisor as all the Intake reps aren’t even in the USA. This morning they assigned them yet another service provider who doesn’t have access to the parts but will come tomorrow to ‘look at the problem’ it’s now about 40 degrees in their home for the past 4 days.

Hello i’m a homeowner for 17+ years i’ve also been a customer with american homesheild for 17 years. On are around bout november third or fourth I contact the company to explain how over the years since having my ac installed approved by the company back in 2019 the contractor’s that american homesheild hired completed this job. Moving on now I explain that situation due to my furnace has been not functioning properly. My heat was not blowing out it was blowing out cold air instead of heat. I paid my 100 service fee to american homesheild. On november 23 american homesheild sent there hired contractors out. The contractor witness the furnace not working properly the contractor cleaned the flame sensor with a dollar bill had me to turn the thermostat over 80 the furnace did produce some heat. After the technician leave the furnace stop performing no heat. Just blowing out cool air. Call american homesheild they said they have not received the report from the technician so I called everyday for 3 days my family was without heat for 3 days very cold here in st. Louis. They finally get the report after 3 days the company came back out on the 29th of november install a new flame sensor the heat still wasn’t working like warm air. The technician ruled the furnace needs to be replaced due to water damage to the furnace from having a 3/4 hose on. That is the hose that the company in 2019 installed my ac unit and installed the wrong code hose. I called american homesheild on december 5th again I had to wait until the technician turn it the report and diagnosis the furnace to be replaced. American homesheild denied due to the hose that was place on by there contractor in 2019. My family is still in the cold we missed thanksgiving and now we are going to miss christmas. This is a nightmare. I have had 2 strokes blood on my brain i’m a diabetic and have sleep apnea have a autism son it’s very cold. I have contact american homesheild everyday to get the run around. I just would like to live up to there policy and contract that if there technician can’t fix a product they will replace the item. That false me and my family is still in the cold with no family in st. Louis. Please someone please help my family get warm for the holiday. I have some reps. Hang up on me. I have proof of all the calls.

sept. 8,2022 opened service requests for my pool heater to be repaired. on 3 different times a repair person came out and replaced parts.

He stated he could not repair it and it needed to be replaced and he did not want to work for A.H.S. any longer.

I have been in contact with a A.H.S. a number of times and I receive no answers as to who will pay for the replacement cost.

I was told to just have someone come in and replace it but when I asked for a conformation e mail, I received none. So, I cannot just go ahead without a written ok from them.

On oct. 11, 2022, I had sent in a service request for stove top hot boil burner ,went out. The service provided through ahs came out on the 12th of oct., He checked out the stove knew which burner was out. So he order it then and their and also the control panel and a switch. After the last 3 months I have called every week to the contractor to see what the latest update their was on the products and all I've gotten its on back order or would get his voice mail. We have called AHS to find out what's going on and they call the contractor but only get is voice mail .It has gone into escalation, The contractor has been called every single time we have called Ahs and still their is no resolve on getting this fixed. Another holiday is coming up and I still can not use this burner.

On Nov 22, 22 I called in a service request for my stove not heating and my dryer. I was giving request # [protected] and assigned to Hornet Appliance [protected]. I attempted calling Hornet several times before reaching them on Nov 28,22, I called and spoke with Crystall who gave me and appt on Dec 01,22 between 12p-4p. At 330 pm on Dec 01, i had had not heard from Hornet so I called AHS back only to be told that my time was changed to 1p-5p. At 450 pm a man rung my door bell claiming he was there to fix my appliances. He had no identification displayed on his person so i asked him who did he work for and he stated Hornet it was almost dark which is VERY DANGEROUS with all the violence going on. He looked at the dryer I asked if he had the parts and he said yes, then he looked at stove, he then said he had to order parts and someone would call me in three to four days. At this point I immediately call AHS to complain, the guy I spoke to said that the 75 dollar fee would be reimbursed for the inconvience and the case would be escalated and resolved. Ask for supervisor several times to no avail. Here we are Dec 12,22 no 75 dollar reimbursement, no stove or dryer fixed, so I called AHS this morning only to be out sourced to someone who;s language was a issue who refused to transfer to someone else or a supervisor. three to four weeks to get something serviced is TOTALLY ABSURED. I am so dissatisfied with services. No stove for Thanksgiving and looks like none for Christmas how HORRIBLE. I spoke with Crystall at Hornet who had no answer, so she transferred me to a Saydee who claimed their parts department didn"t open till 12 noon and she will call me back, WOW. TOTALLY DISSATISFIED.

First contact with AHS was June 2022. First plumber did not fix problem

Second plumber barricaded himself In my bathroom and loudly told me he doesn’t want to be asked questions or be watched. I asked him to leave my home and was seconds from calling 911 out of fear.

The third plumber was great. Said I needed another toilet and he would also fix second bathroom

Today is 12/11/22 and while AHS continues to collect my payment monthly no one has done anything.

I have reported them to better business bureau and still wait to be able to use one of the two bathrooms.

7 months and they continue to make money off me and no repairs.

You decide if they are worth your money.

This is the SECOND time I am filling this out. The first time I was booted off your system!

This injustice began several weeks ago when I placed a service request for my refrigerator freezer.

A technician was sent to my home by AHS. They told me the unit was not repairable and was a fire hazard that I need to get rid of it. That is what I did. A few days later another service technician called. I explained to them what happened. They stated they were going to call AHS to find out what happened and contact me back.

They did not contact me.

I never heard from AHS concerning a replacement. I called AHS and was told that since I did as I was instructed by AHS technician (getting rid of the unit) that I would not get a replacement. This is unacceptable. I follow the instructions given by your technician and I get punished!

I have now been on the phone with 6 different AHS representatives with NO OUTCOMES. Empty promises of calls back. An AHS supervisor called 2 weeks after I was told he would call in 24-48 hours and he told me he would call the service technician and would call me back (again) within 24-48 hours. I NEVER received a call back. I have to re - explain to each new technician the entire situation. This is maddening!

Texas Best heating and air was dispatched 12/2/22 to check my HVAC unit. The Honeywell zone board needs to be replaced. Landon the technician said they would put in a request to order the replacement part and have inform American Home shield that they needed to send and electrician out because Texas best does not do that type of stuff. On Monday 12/5/22 I called American Home shield. They had yet to receive the report they were supposed to have received on Friday 12/2/22 after the appointment. They contacted Texas best heating and air and they were supposed to submit it by the end of the day Monday. I myself also called Texas Best heating and air and was also told that they would submit my end of the day Monday. This never happened. Tuesday same exact same. Wednesday, I call American Home shield and the representative called Texas best and spoke with them. They said yes, the Zone board needed to be replaced and they would submit the request for to have the part ordered by the end of the day. This did not happen. Now Thursday night 12/8/22 American Home shield says they can only ask the company to submit the report, but that's all they can do! So what is the purpose of the Home warranty which we paid thousands for if they do not fix your stuff? This is a complete fraudulent scam. I paid for a service and am getting the run around from someone in a totally different country! They need to come do the job that I paid them to do and if Texas Best heating and air does not want to submit the report, then they should be suspended from being a contractor that works for American home shield

AHS approved the recommendation from the assigned contractor to replace my furnace.

However, AHS only authorized $255 for labor and incorrectly labeled the remainder as “ modifications “ to avoid paying about$1500 in legitimate installation costs.

While my contract does say I am responsible for modifications, it is impossible to install a furnace for $255. This in my opinion is unethical practices used to avoid fulfilling AHS contractual obligations

I was an AHS customer for 17 years and I always had to fight and argue with the representatives. Today I called again and your representative put me on hold for 20 minutes and then hung up. I called again and I couldn't understand a few words from the representative who answered with very poor English. The problem is that I made a service request last week because both my bathrooms and toilets were blocked. AHS sent plumbers who were unable to fix the problem and wanted to locate the blockages via camera, but AHS did not cover it. In all my frustration about everything because the sewage was coming back from my bathrooms to the rest of the house, my only way out was to look for a private service that could help me in this situation. The same night last week, Dec 2, 2022, I canceled the AHS warranty after 17 years.

Then I noticed that on Dec 6, 2022, my bank account was charged for $100 even though AHS did not fix my problem at all. Why was I charged this amount?

Please give me a refund because you did not provide the service stated in the contract. Also, after 17 years of being a loyal customer, you want to charge me another $67 to cancel the warranty. Very unprofessional!

Thank you

Dispatch # [protected]

Contacted AHS on Nov 23 to report the failure of a capacitor the company had replaced only two months ago. This affected our pool heater and pump. No vendor has contacted us yet to schedule a visit

AHS system indicates “Pacific Pool has been assigned but that they have not succeeding contacting us” This is not true. I spoke to the contractor three times:

- Nov 28: scheduled appointment for Nov 29 in the afternoon. No one showed up or called to cancel the appointment

- Nov 29: contacted contractor again to rescheduled for Nov 30. Contractor did not show again and failed to call to cancel again

- Dec 1: contacted contractor again they claimed they could not come until Dec 6 and indicated they would contact AHS to have another vendor assigned

I have escalated the issue and was told on Dec 1st that Pacific Pool would come to the house on Dec 5. No one called. No one showed up

- pacific pools indicate that they are not the vendor assigned for the job

- AHS representative Jen indicated that nothing had been escalated and that whoever I spoke to on Dec 1 lied about setting an appointment for Monday

I was told by Jen that no manager or escalation team member was available

This is probably a great example of a complete failure to respond to a work order or provide a service

I am hoping all calls have been recorded as each representative has carefully hang up before the survey is transferred to rate their service

Please contact us at [protected] to indicate next steps as our pool is being damaged for not having a working pump for almost two weeks now