American Home Shield [AHS]
Reviews and Complaints

I have been an AHS customer for over 20 years. I even had multiple properties with them for several years. I'm not asking anything that is unreasonable, I only want the company to stand by their policy.

I was given permission to have an outside vendor complete my work, pay him and then get reimbursed. After the deadline when I was told I could get an outside vendor, one of the representatives would not listen, kept me on the phone another 30 minutes after the time I was told it was okay to get an outside vendor, said miraculously, she found someone that would come that night between 3 and 8 pm. If they came at that time, they would more than likely have to come back the next day to repair the problems since they would need to purchase parts for whatever needed to be repaired or replaced. My tenants would have another cold night so, I told them, I followed the directions I was given and had a licensed contractor come to the house at 2 and make the needed repairs. I would now like to be reimbursed for what I paid the contractor, $675.00 (minus the 100.00 copay, so $575).

11/10/22 I called AHS as my water heater was leaking. I was told there was only 1 contractor available and out of my area. Alpha Plumbing. I had them on a previous job and they double dip. During the previous repair I was told certain little connectors were not covered. It was considered an upgrade and I'd have to pay for them now. (They are at Home depot for 12.95 ea. They charged me $125.00 for 5 connectors!) They tell AHS it's an upgrade even though it's not as a reputable plumber told me later. So, now my water heater is to be subjected to the same contractor. I denied the service with them and said send someone else. I was told there wasn't anyone else in my area. This contractor or nothing. I have been with them for 10+ years and contractors in my area had been here before through AHS but apparently not anymore.

With that information I had to have the repair done myself. While the plumber I called was here replacing the water heater, I called AHS to cancel my policy. That rep told me there WAS a plumber in my area available and did I want to contract them? Well, of course not, I already had my plumber here- the heater was leaking! I am not out of pocket $1500 and I wanted to talk to a supervisor to see what AHS would do since I was lied to and mislead. I want to be reinbursed as I should not have had to contract my own plumber as I was not given the option of having the plumber in my area. So, of course after numerous requests I still have not heard from a superviser and have dealt with the most unprofessional rude employees. I was told by the rep she was to "educate'me on my policy. I have already filed with the BBB am filing with Consumer Affairs and have sent certified letters to William Cobb CEO and other executives. Being a senior and a widow on a fixed budget I thought it was the safest thing to do to have AHS in case of problems. Well tough lesson learned, just cost me $1500.00. Oh, and I had to pay another $200 to have the hole in my wall fixed from Alpha Plumbing on the previous job as AHS supposedly didn't have a contract for that either. Do not use AHS anymore as they have changed their coverages on everything. There's a loop hole everywhere. "Normal wear and tear" not covered anymore, and everything seems to be an upgrade and they're not covered either.

This is report is regarding fraud from American Home Shield and their attempt at not paying the benefits according to their contract. On February 1st, 2022, I submitted a repair request for my GE built in refrigerator. Since then, I have had technicians out from American Home Shield over 12 times attempting to fix the refrigerator. For many of these times they required multiple technicians to come and verify that the work needed to be performed. On 09/18/2022 Elite Pro Appliance repair came out and replaced the computer board on the refrigerator. Several weeks later AHS was called again because the refrigerator was not cooling properly, it was leaking heavily and had flooded the bedroom, and the water dispenser was leaking. The technician from Elite Pro came out on 10/12/22. He diagnosed the issues and recommended a replacement as the repairs would cost significantly more than a new refrigerator. AHS requested a second opinion from Valley Appliance Services. Valley Appliance Services came to the same conclusion as Elite Pro Appliance Repair. They recommended that the refrigerator be replaced. AHS then said that they needed a third opinion. Alfa Appliances came out on 11/03/2022 to diagnose the problem. They came to the conclusion that the refrigerator needed to be replaced due to the significant cost of fixing it. They submitted their report to AHS on 11/03/2022. Starting 11/10/2022 I contacted AHS multiple times a day checking on the status of getting my refrigerator replaced. Multiple times they told me that they would get it resolved within an hour or two. Today on 11/15/2022 I yet again called for the status of my refrigerator. Today they told me that they needed yet another person to come out for a second opinion. This is really the 4th time they have scheduled a company to come out and look at the numerous issues. I do not have the time for an endless parade of technicians to come out for a 4th, 5th, 6th, 7th, 8th opinion etc. Having a 4th opinion on a refrigerator is ridiculous and an obvious attempt to not pay for the replacement. I have spent more than 40 hours on the phone with AHS without a resolution. I do feel that they do not want to resolve the issue and that they are giving me the run around and do not want to pay the claim per the contract. They need to replace the refrigerator per the contract.

I have needed service via my AHS warranty three times. Each time it has been a fight to get through their "customer service" department to get a contractor. They always claim they can't find one in my area. Okay, so get one, its called Google.

The first time it was my central AC unit, in the middle of summer. No contractor in my area (Iowa). I took two weeks to get someone, and another week after that before they showed up. 3 weeks without air conditioning, temperatures in the house exceeding 90 degrees (F).

The next time it was my furnace that was out in the middle of an arctic cold front. Same story, no contractor in my area. Temperatures in my house dropped to 30 degrees (F). I ended up paying out of pocket to have it repaired to avoid the pipes bursting in the house. The ticket remained open for months. They called about two months later to tell me that my service call was in "expedited" status, which apparently is their code for "you're a sucker".

This time it is my water heater. Its been out for four days. Same old story they can't find a contractor and asked me to find one. The first three I called refused the job as they were all owed money by AHS for previous jobs.

The fourth contractor, who was also owed money by AHS, was willing to try again. He asked for them to send a work order before he would come out to my house. AHS refused to do so saying that their "guidelines" prohibited them from doing so. The ,contractor said without it he wouldn't come out.

With no other contractor willing to risk not being paid (again), AHS is now telling me because I accepted their "offer" to find my own contractor, it is no longer their problem.

I have kept up my end of the contract, paying up monthly ($71 USD). I kept up my end of the contract, paying a $125 USD co-pay. I even kept up my part finding a contractor willing to work with them. At every turn they have not kept up their end.

Their call center, somewhere in the Caribbean, is filled with pleasant sounding folks who read from a script. Each time you call you get the same "we will have this resolved in 24-48 hours". Even when you call back 48 hours later, you get the same scripted response. When you complain you get the "your case is in expedited status". Its all the same, blah, blah, blah, no water, no heat, no a/c. They are one step up from an Indian Call Center scam and should be investigated, indicted and incarcerated as such.

My water heater has been in expedited status since Saturday, 11/12/2022. Today is Tuesday, 11/15/2022.

If they don't have contractors in rural areas, they shouldn't sell policies in rural areas. Of course speaking with local contractors, there is reason they don't have any around here. The whole thing is scam.

1. Two months ago we called because our dishwasher was on the blink. I called American Home Shield and made a report. They sent Gulf Appliance here. The result was that we needed parts. Since then, two months... no one from Gulf Appliance has either come here or even called us. When you call them, they do not reply. According to AHS the ticket has been "closed." But I have a dishwasher that still does not work.

2. When we moved here in June, we were pleased that we had AHS because we had some plumbing and electrical issues that we were able to take care of via AHS. However, after being in the home for about 2 months we realized that we needed the additional coverage for "electronics." (It took us about two months to actually move into the home as there was some work that needed to be done first.) Upon moving in, finally, we realized that we had some issues with TVs. We called AHS and filled a claim. The outcome was that a) they would not send a technician and b) they suggested that we contact the manufacturer of the TV for assistance.? Why have coverage if they would not cover TVs? I asked for a refund of the electronic part of the coverage. I was assured it would happen... NOT!

Hello, this complaint is regarding plan ID: # [protected]. A service request of $75.00 for our central heating was submitted to American Home Shield on October 21, 2022. Atlantis Heating was assigned to diagnose and repair. We have not heard from Atlantis Heating or AHS since. We call AHS daily and we get the same response every time-"We have to wait twenty-four to forty-eight hours to receive authorization for another vendor or second opinion." Again, AHS has not once followed up with the approval. We contact AHS every day for an update. On November 1, 2022, AHS authorized Buds Heating & Air who came out to our property and they were unable to diagnose the issue due to complete laziness. It is now November 14, 2022 and we still are without heat and AHS robots still provide us with the same response-"We have to wait twenty-four to forty-eight hours for AHS to find another vendor to service our heater.

In the meantime, our ninety-six-year-old grandmother and terminally ill daughter is enduring unbearable cold weather conditions. We had no choice but to hire a local vendor called Aire Serve of The Gold Country to diagnose our heater on November 10, 2022 and paid a service fee of $200. The system has a failed heat exchanger, the unusual smell is coming from the flue pipe where 296 PPM of Carbon Monoxide were detected before shutting system down-Bad combustion smell. Verified flame is rolling back into the burner box. Due to age and repair cost a new unit is recommended. They recommended that we purchase space heaters for our home since AHS has failed to service our request since October 21, 2022 and the odds of AHS getting someone out for repairs has been painstakingly slow. We don't have an open floor plan and so seven space heaters were purchased from Amazon for $222.88.

We contacted AHS today, November 14, 2022, and we still don't have authorization. Our family attorney is now involved and we are asking for reimbursement for the $200 service fee and $222.88 for the space heaters from AHS. Until then, we will await for AHS to confirm a fax number to send the paid invoices and diagnosis from Aire Serve of The Gold Country and Amazon for the space heaters. And authorize Aire Serve of The Gold Country to complete the work needed.

Thanks,

Leilani & Vuki Tangitau

AHS has sent out four different companies to fix our fridge now since June 2022. None have managed to fix the issues that include an ice maker that doesn't work, a freezer that frosts over and causes noise from the fan due to ice. The last visit was two weeks ago, and after the company provided AHS with their estimate of what it would take to fix it, AHS assigned yet a fifth company to give a "second" opinion. We are fed up with the piss poor service and filed a complaint with the California DOI last week. I have asked to speak with management numerous times, yet continue to be ignored. We believe that AHS needs to replace the fridge at this point, as they won't repair it, just want to dick us around with multiple companies. It feels like harassment at this point.

I am a ninety-two-year-old homeowner on a tight budget. I moved by ads urging homeowners to get insurance to save them from the cost of major appliance failures. I chose American Home Security (AHS) to protect me from these costs. On October 18th, my furnace would not turn on. I filed a claim and AHS sent a contractor to investigate. The contractor said the dry air water pump had failed, flooding my furnace. He left and I never heard anything further. After a week, I called AHS and an agent checked my file and said that it showed my claim was denied; she said that the furnace failed due to the “normal wear and tear exception” in the contract, citing paragraph A 1. 2. “I asked the agent to send me written confirmation that my claim was denied, and citing the terms of the contract AHSD relied on; she said that she would ask the claims department to send it; that was three weeks ago and I have received nothing from the insurer. I checked the contract and found that it reads:

“2. Coverage under this contract includes normal wear and tear.

The only way one can contact AHS in writing is through the home office, so I sent a letter to Rex Ttibbens, the president explaining my problem; Mr. Tibbens has not responded to my letter. Yesterday, a company checked my furnace and gave me an $8,500.00 estimate. With that information, I downloaded the arbitration information and forms. The filing fee will be $200.00..

Registered a complaint on a refrigerator that was not cooling. The technician came out with his wife. They were just in from Ukraine and he did not speak english well so she spoke for him. He said the refrigerator was completely "broke". He told me it was a fire hazard. He told me I needed to get rid of it. I did not want a fire hazard in my home so I disposed of it. I never heard anything back from AHS. I had another service provider call me to schedule a time to come and look at the unit. I explained to them that I had service provider from AHS come out and tell me the unit was not good and fire hazard and to dispose of it. I never heard anything back from AHS. I called today and spoke with an extremely rude customer representative named Latana. She told me I would not be eligible for a replacement because I disposed of it! I did what I was told to do by AHS (YOUR), technician. I asked to speak with a representative. She told me I would have a call back in 24 hours. I wanted to speak to one NOW. She muted me, put me on hold and then hung up on me.

In August 2022, I contacted AHS to request information about getting home coverage insurance. We never received a contract to sign nor gave any indication we had chosen a plan. Not only did they start taking money out of my bank account, but they also set up TWO contracts and took out double the money every month. Now they refuse to cancel and refund three months' worth of taking money out for TWO contracts we never signed.

October 24, 2022

Mr. Rex Tibbens, CEO

American Home Shield

889 Ridge Lake Blvd.

Memphis, TN 38120

Re: Contract # [protected] Cancellation

Dear Mr. Tibbens,

This letter is to notify you about a problem I am having with American Home Shield regarding billing for my account cancellation.

I am dissatisfied with American Home Shield because I was given a final billing amount of $56.94, on October 17, when I called to cancel. I received a confirmation e-mail, (copy attached).

When I called on October 21, to pay the balance, I was told that the amount is $74.26. This change in amount due is not acceptable. I requested that the rep adjust this error & was put on hold for 60 minutes. Then I asked for a supervisor, transferred to the “escalation team” & left on hold for another 30 minutes. The issue was still not resolved.

This total lack of customer service is unacceptable, & the main reason I am cancelling this account. I am willing to pay the $56.94, not $74.26.

Please contact me within 5 days to confirm that you will honor my request. I will submit this complaint to the Better Business Bureau if you do not resolve this issue within the time I have indicated.

Thank-you for your anticipated assistance in resolving this issue. Please contact me at 615.202.3114 or [protected]@aol.com if you have any questions.

Sincerely,

Linda Sanders

Enclosure: Copy of email

I have the Platinum plan that includes a winter service on my heating system.

Their website said the work had to be performed by Nov 15th so I requested the work and received a call from a customer service rep who said they couldn't get a contractor out to perform the work. I was told that I should call companies in my area to find a contractor to perform the work and if I couldn't find a company that I would be compensated $75 due to the service didn't get performed and I paid it under my contract.

When I called them back to let them know that the heating companies in my area were too busy to perform the work and I wanted to receive the $75 they said that they wouldn't send me the money and that the rep shouldn't have told me that I would receive any compensation for AHS not providing the service that I paid for.

When I have had issues a service rep would tell me one thing and I someone would call me back and then nobody would call me back so I would have to call them again. The next rep would tell me a different story and claim the previous rep was giving me wrong information.

I had AHS checking my water heater for not working properly, They sent a plumbing company to check it out, suggesting the unit must be replaced which is not covered or not all is covered, so I paid $2300.00 in addition to $200 deductible and the visit. when they installed and left, my tennant noticed the A/C is not working!

After going through so much hassle, A different plumber came and indicated that the water heater installation had caused the problem!

A couple of months passed and the temperature dropped, we noticed the heater is not working!

We called for a service call, the plumbing company sent a plumber, he checked everything out and stated the system's pipes air had to be removed.

I received a letter from the plumber which didn't quite states like he said to me but it does show the problem!

I have been trying to inform the AHS of the situation but they refuse to give me an address to send my letter, when I insisted, they suggested I should go to court and complain!

I like to inform the higher management of my experience which must not be what they would want!

I have been with AHS for a few years and have insured 3 condos, I was told to pay the amount, I did, I have gone through hell to get this water heater matter resolved but faced A/C problem and Heater Problem!

Is this how a customer should be treated? Everything has been done by the AHS contractors, They water heater technician had not done the work correctly, I experienced so much problem, Now I must pay for their mistakes?

My refrigerator is broken. The service repair company selected by AHS, Premier Appliance Repair, Annapolis MD, was prompt and told me he could not fix the refrigerator. He said he had seen hundreds of Frigidaire refrigerators and it was a known factory recall. I was told to call Frigidaire directly with the serial number, which I did. Based on my serial/model number, the fridge was bought in 2011. They said there are no parts available for this late model fridge, and it is well past warranty. There is nothing they could do for me. I went back to AHS and told them there was no recourse with Frigidaire. The reason I paid for AHS when I bought the house two years ago was specifically to insure against this type of problem with appliances, since I did not purchase them, nor do I know about warranties or recalls. It was clear to me that the Appliance Repair company who wrote an in-depth analysis had done this hundreds of times for AHS (as he said himself) so that AHS would not be liable to replace the refrigerator. In para 6 of the AHS coverage, it says AHS will not cover malfunctions covered by a manufacturer or warranty. This refrigerator is NOT covered by either. I talked with multiple customer service personnel at AHS, each time getting a different person who could not help and refused to move this forward for adjudication.

Colleen Ostergaard, policy# [protected], [protected]

In March 2022 my ice maker/water dispenser inside of my fridge stopped working. I tried to resolve it myself but was unable to. So, a week later I called American Home Shield. RC APPLIANCE in Reno, Nevada was hired, but after 3-4 visits to my house spread over a couple months, RC APPLIANCE could not resolve the problem. So I called AHS, and they redirected this work order to SUPERIOR APPLIANCE. The representative from SUPERIOR APPLIANCE came to my home 4-5 times and could not fix the problem. I have been calling AHS and SUPERIOR APPLIANCE every single week and AHS keeps telling me that they will "escalate this to contractor relations" or something like that. And its every single time i get on the phone. No one from AHS calls me back to let me know whats going on. Superior Appliance doesnt answer their phone. I requested a new contractor to be assigned to my work order but AHS is making life very difficult.

WE ARE IN NOVEMBER NOW.

Tenant advised the AC was not working October 19. AHS sent a technician from all beaches AC of Jacksonville who went to house oct 20. He left the house, saying he could not fix anything. I am the owner and I was never advised by either the AC company or AHS of anything until I contacted AHS oct 25 and was told claim was denied. I asked for details of the problem, such as location of the problem and AHS said they didn't have any information. At no time did the vendor return my phone calls, asking for more info. AHS said they wyd assign another vendor nov 1 and immediately assigned the same vendor. I called AHS they apologized and said they would look for another vendor but no guarantee. They said a supervisor would call me. My tenant has no AC in palm coast Florida 85 degrees

On Oct. 28, 2022 the technician came out to repair our fridge. Told us the compressor was bad. He called it in and said that another tech would com out on Nov. 1 to confirm diagnosis. We received a text saying the time would be 8 to 5. received a call at 4:22 saying that they would not be coming to our house. Received a text saying new date is Nov. 12. without anyone asking if that day would be ok.

Re Contract #[protected]. Dispatch #[protected]. AHS sent out an HVAC company to fix our heating unit - the heat exchange was cracked and could leak carbon monoxide and had to be turned off and couldn't be repaired. The heating company (Premier Heating) said they would replace the unit but that we had to pay over $4,000.00 out of our pocket for things that AHS wouldn't pay for. That was outrageous so we asked for a buy-out so we could hire a reputable dealer to replace the unit. AHS only offered us $518.71 to put towards a new unit. That is an absolutely ridiculously low amount and could not possibly come anywhere close to replacing the unit. I called and they said they would resubmit it for reconsideration. That was on or about Oct. 18. I heard nothing. I called today and the woman I spoke to said the first person gave me bad information and that offer was final because they buy in bulk. This is not how you advertise on the radio when you say you save people from expensive repairs and you replace if it cant be repaired. I have been a customer for 15 years and have 2 homes under contract. I have received more from AHS in the past for a refrigerator and dishwasher.

I have been patiently waiting since June 6, 2022, on AHS to send someone to repair/replace my wall unit air conditioning unit.

6/6/22 Air Plus Service (disp. #[protected]) could not work on unit

6/6/22 Hospitality Heating & Air (disp. #[protected]) could not work on unit

6/8/22 Low Country's Best Heating & Cooling (disp. #[protected]) could not

work on unit

6/14/22 Williams Heating & Air (disp. #[protected]) could not work on unit

6/29/22 Sweet Comfort Services, LLC (disp. #[protected]) no show

7/14/22 Elite Air & Heat, LLC (disp. #[protected] - could not work o unit

8/10/22 Columbia Air Cond. & Heat (disp. #[protected]) could not work on

unit

8/18/22 Sensible Comfort HVAC LLC (disp. #[protected]) came out stated that the unit could not be repaired

E-Mail: [protected]@gmail.com

Dispatch# [protected]

Initiated service July 25, 2022 (13weeks ago) S&S supply (whirlpool service) technician, was dispatched three times and each time had to order more parts. Last time parts were ordered (9 weeks ago) said that they would be on back order. Both AHS and S&S supply (third party) have been notified several times. My complaint is no one can give me an answer when washer parts will become available. Third party S&S states they would call me back after checking with there ordering department but never did. AHS said they would get back with me after talking to S&S (Third party) but never did. I offered to assist but they would not provide me any phone numbers to resolve the issue. In the mean time I'm continuing to visit the laundry mat (very expensive) and or renting a washing machine unit (very expensive). I'm just wondering how long is too long.

Thankyou,

dissatisfied