American Home Shield [AHS]
Reviews and Complaints

I called AHS on 8/14/2022 and place a service request for the dryer to be fix; the dryer was not heating. I paid the trade cost; they told me TARHEEL APPLIANCE REPAIR LLC was coming out on 8/29/2022; I was supposed to have an appointment with them; they never showed up after calling them several time they told me they had tried to reach me; I never got any such call and they cancel the appointment, it is apparent the AHS has one company that service the appliance -dryer in this area. I have been waiting for over 2 weeks to get service for my dryer and I have called Tarhill Appliance Repair LLC over 7 times, and they never return the call to me. I called American Home shield over 20 times about service for the dryer and they continue to tell me Tarhill is the servicer, and this company will not even return their call to me as a consumer or to AHS. This is just poor service on both companies AHS for not trying to find another servicer for the dryer and Tarhill Appliance Repairs LLS for not communicating and returning the call.

The escalation department had promised to send a second contractor to my property at no additional cost per April at this department on Friday Aug 26, 2022 , and when I called to check the status since it had been more than 48hrs. I was told I had to agree on an additional charge in order for the second contractor to go to my property.

This insurance is so corruptive and false, the first contractor I was sent was under the influence of alcohol/ drugs. I am so disappointed, they have to send a second contractor to my property as it was promised. I asked them to replay the recorded conversation regarding the waved fee , and they refused.

I am asking to have someone fix my toilet and fix my refrigerator. I am tolld that it will cost me $200 instead of $100 because it is two differet items. I would like someone to point out, in my agreement where it states that if you list items in different catagories, you are going to charge an extra $100 for each catagory that AHS decides to set up.

May 29, 2022 - Requested service for a Trane AC unit 9 years old. First contractor could not repair so AHS sent second contractor out.

August 29, 2022 - 91 days later the second contractor still does not know w/hat's wrong and keeps changing parts out. I called AHS customer service 8/16, 8/17, 8/23, 8/24, 8/25, 8/26 begging for help to get my AC fixed in this 100+ degree weather. Each time AHS says the same thing about having a manager call me back and they reach out to the contractor. The contractor refuses to answer the phone or call back when messages are left. They only communicate through texting. When I asked for the contractor to submit a report they are unable to fix it, their response is that they will fix it because the contractor will not pay to replace the unit. AHS does not see the problem and will not resolve it. I keep getting the same response as if the customer service rep is reading from a script. In addition, the contractor has sent me a bill for $1140 saying in June they fixed a leak and put Freon in the unit. They did not fix it. Your contractor is threatening to put a lean on our house if it's not paid. AHS needs to pay this bill their contractor since it wasn't what was wrong with the AC unit since it's still not fix.

I need a manager to take control over my account and get this problem resolved. 91 days is excessive amount of time to get my AC repaired.

2017 Winwood #1, Las Vegas, NV 89108. We placed a service request for refrgerator repair in the meantime we moved a temporary refrigerator into tenant unit as they can not be without a refrigerator. We moved the refrigerator needing repair onto the porch. Claim denied for refrigerator being on the porch. We then moved it back into the unit. In and out 3 times. We are complying with ADA repair request. Claim is being denied. THIS IS INSANE. The refrigerator is broken, repair should be covered. If we had made tenant suffer by keeping unit inside and not supplying them with a loaner 3 weeks later we would have had a repair. I need someone with a brain to respond. my email is [protected]@gmail.com

On July 11, 2022, went to the AHS website to schedule a repair, i.e., service call. While viewing my account on the website I discovered I had two current accounts and I was being charged for both since November 6, 2020. Instead of upgrading my account a new one was opened and the old one was left active. Original account # [protected] #[protected] was not upgraded Newest account created in lieu of upgrade 11/11/20 #[protected]. I've made several phone calls speaking with agents from AHS who assure me the problem was taken care of and it has not. Now it looks like the problem was mad worse. I received a letter saying I no longer have and account. Instead to old account canceled it says canceled because it is past due. I would add my letter and spread sheet but your system won't allow.

Active

Dispatch # Initiated Last Updated Item Status

[protected] 07/22/22 07/26/22 Microwave Repair - Parts Ordered

My Property

1056 Marion Ln, 29153

Plan:

ShieldGold

#[protected]

Expires 04/22/23

Why can't I just buy a new microwave and get reimbursed. it has been over a month without a microwave. It cost $100 to submit the workorder and $57.99 a month to keep the service...I should have just cancelled the service and saved the 57.99 to put toward a new one. I have phoned customer service on numerous occasions (4) and keep getting the same answer call the company with the service contract. Can anyone help?

On 7-19-22 I requested service for my oven. A Sears technician came out the following day and told me that the hinge on the door was broken. He also told me that the parts were No Longer Available and that I should hear from AHS within 1-2 days.

That was over one month ago. I have placed upwards of 20 phone calls to AHS, and each time am told that they will check with Sears to confirm that the parts are broken and not available. Sears has sent the report and diagnosis to AHS 3 separate times (8-02-22, 8-10-22 and again today).

In my latest conversation (via Twitter), the AHS rep scheduled a Sears technician back out to the house on 8-30-22. Why? To buy time? The broken hinges are still broken... the oven is still unusable... I am beginning to believe AHS does not want to honor their obligation to replace my appliance and is acting in bad faith.

Dear Mr. Rex Tibbeng, President and Chief Excecutive Officer,

I have put in a Service Request since June 27, 2022 for a repair on my Refrigerator.

I have called the Appliance Keep Up (AKU) service person and Ameican Home Shield (AHS) since they (AKU) came and reported that a part was needed to repair.

I have called so many times asking when the part would be delivered; they said on August 1, 2022. I have been patiently waiting and checking on the request. I must have called over 20 times to AHS and each time, the people are very courteous in speaking, and trying to help with no results at all! I begin to ask each AHS person to note in their system that I have called and need an answer to my refrigerator repair being fixed.

Today is August 24, 2022, and I still do not have the refrigerator repaired! Your company is not fulfilling your contract; if not repaired then you will need to replace since it has been this long in my request. It is going on the third month and no answers to my repair of the refrigerator at all.

I have a solution that will quickly solve my problem and yours, which is getting to be a big problem since i need my refrigerator! SOLUTION: You can send me a check for $2,000 for a new refrigerator and I will go buy another one OR you can purchase the same refrigerator and replace my broken one that has not been repaired since June 2022.

Please help me. I am 76 years old and do not need this on my list of things to do since I paid to have a contract with AHS to help when a repair araises.

Please notify me in the next few days. I expect a reply and a new refrigerator for all my phone calls, trouble, and dealing with this problem, which you have not solved at all.

Thank you,

Connie Cunningham

8725 63rd Avenue

Berwyn Heights, MD 20740

[protected]

Cont #: [protected]

PS: Concerning Your Phone System: when I call for a "Status Update", states to me "not finding any service request". So what is that all about? The service number for the refrigerator is [protected] and I paid the $125 required, yet not a new refrigerator!?

on 8/16/22 i call to open a service request as my garage door stop working, a contractor was assigned, they advice that the spring need it to be replaced but because this is an old spring it has to be converted to another spring stile, AHS declined the service request because they do not cover doors, the garage door is not going to be replace just spring, they asked me to pay $550 out of pocket to the contractor to fix it, i got 3 additional quotes on my own and not only where more affordable they all also advice the motor has to be replace as well and that the spring conversion is not part of the door, i call back AHS whit this new findings and they offer a cash out of $175 or send another contractor for a second opinion (this will be the 5th) if they happened to have the same outcome i will have to pay an additional $100 for the visit, the 2nd contractor they sent agree that the first contractor was incorrect and left me a job invoice indicating it needed a torsion spring conversion and motor, i have not received anything either form the contractor or AHS, when i call AHS the system show the service request has been completed, the agents advice it show closed because the contractor did their first visit (do not agree as i had other request and it has not been like that), and that i need to wait 48 hours, i call back 48 hrs later and same i have to wait another 48hr and if not received an email to call back.

American Home Shield Corporation operating out of Memphis Tennessee is a complete fraud and scam and should be avoided at all costs! I recently was offered a $285 compensation for a repair to my evaporative coil which their contractor wanted $5,750 to complete. After 4 calls to their customer service department and buy out division, I was lied to regarding the costs they would cover. I am a general contractor and deal with HVAC subcontractors on a weekly basis and have extensive knowledge of this industry. They claimed the coil could be purchased for $100 and they allotted and additional $100 for labor and additional parts. Even though they have good purchasing power, The evaporative coil required has a retail value of around $500 and it takes a service repair man at least 6 hrs .to complete at $75 to $85 per hour. This is a $1,200 repair all day long from an honest reputable company, certainly not a $5,750 repair as quoted by their service company . They refused to admit the true costs and have left me with no options or recourse. Avoid this company at all costs!

Contractor came put to repair dryer, Issue: not drying, Removed the back of dryer and vacuumed the lint out and then stated AHS does not cover this and charged an extra $50. This was the first time using AHS for a service repair. Called a couple of times to complain, Was told 2 different things by 2 different people: 1, you should not have been charged and we will get your money back. Contractor has a couple of hours to provide detailed invoice of service Either they refund the money or we stop using the company. Rep states I will call back in 24 hours. Haven't heard back from anyone 2. Call back on Monday and we should have the invoice to show why you were charged extra and explain it to you. (So I am thinking to myself: sure give them time to come up with something to justify the erroneous extra charge.) The frustration of not being able to contact someone who doesn't sound like they are an outsourced call center

My name is Mason Monroe. On July 14, 2022, I requested AHS to provide a plumber to replace a broken outside water hose bib. AHS assigned United Air Temp as my plumber contractor. On July 26, 2022 a technician from United Air Temp visited my home to repair the water hose bib. After looking at the hose bib, the technician stated to me he was not trained to repair this bib. United Air Temp scheduled another technician to visit my home on August 5, 2022. The technician at this time informed me that he would need to order the hose bib. Since August 5, 2022, I have not received information from United Air Temp pertaining to the status of the hose bib.

I have called AHS on three occasions to complain about not having the hose bib replaced and not receiving updates from United Air Temp regarding the status of the hose bib. I have requested that my work order [protected] be transferred to another plumbing company. I paid $100 on July 14, 2022, for the hose bib to be replaced and more than one and a half months later, I am still waiting for the hose bib to be repaired. AHS service rep informed me that my request to transfer my work order to another plumbing company could not be accommodated due to AHS policy. I do not understand a policy where I am the customer have met my obligations to AHS and informed AHS I have not received good service from United Air Temp, but I must endure this poor service treatment. I have been with AHS for approximately four years, always pay in full the yearly service contract fee, however, at this point I am not inclined to renew my AHS service contract.

Due to the poor service I have received from United Air Temp, I no longer will allow a technician from United Air Temp to perform my repair service. Reason, if the repair service goes wrong, I no longer think United Air Temp will be an honorable company to resolve my repair issue.

I have been trying to cancel my account with your company since July, 2022. I sold the house, 210 Robinson Drive, Newport News, Virginia 23601. This is my 4th attempt to cancel.

I would like a refund of what is owed to me and I do not feel I should pay a cancelling fee.

I hope to hear back within 48 hours or I will see a lawyer.

Mary Kypriandes

[protected]

[protected]@gmail.com

What do I have to do to get my account cancelled?

It's been 5 days (as of 8/16/2022 to 8/20/2022) and no service to my claim (Dispatch: #[protected]) i have a water leak at the water heater and now no hot water your contract says 48 hours and i still have no answer to when i am or if i am going to get any service, i do not need it a week or two later i do not pay for bad service but that's all i get.

Plan #[protected] I have tried to use the claim service a few times over the last few years and have never had any service fulfilled from your company, you have taken my money for 6 years and provided nothing, was told i would get paperwork to file for reinvestment and never got that, I would like a answer to this soon. Your company has been taking my money and have no one to fulfill the service contracts in my area and yet your claims department assures me you do, so where are they?

AHS has denied me of HOT WATER SERVICE since JULY 23rd, 2022 (it is now, AUGUST 19th).

They sent a technician out who determined that the water heater needed replacement, which was “authorized” by AHS. The technician required AN ADDITIONAL payment of $1530.00 for “building code upgrades,” (which according to 3 other plumbers that I called out independently, cost about $200+/-). After hearing that news, I requested a payout for the hot water heater (as my quotes to replace the hot water heater were less than the $1530 “additional” (including upgrades)) that the AHS technician quoted). I have been waiting for an answer ever since.

3.5 hours on the phone EVERY DAY chasing them, being told daily that “it is under review,” and that I will have an answer “in the next 24 to 48 hours.” I’ve heard that more than a dozen times and they are still hung up on trying to contact the rip-off technician to make sure that they didn’t do the work (in spite of me offering a photo of my old hot water system still sitting in place). They have also said, that should I decide to get the hot water system replaced previous to them “offering their payout, I am entitled to NOTHING.”

…the point being, that they are 100% happy to deny me what is considered an “essential service” in the state of California, with no valid timeline as to when I will have a payout number (all the while “waiting for a response” from their non-responsive technician). …save your money, an AHS contract is not only worthless, but could very well place you in peril as they have no concern for their loyal (now ex-loyal) customers well being by illegally denying you the opportunity to restore an “essential service.”

***I am looking for a lawyer now and any “influencers,” who might be able to spread the word of how AHS is a SCAM. Did I mention that while this is all happening, that they have continued to take their monthly contract payments?

PLEASE help me put an end to their practices!

I need help with this, please.

I opened a service request for a GE Profile cooktop repair. After five days the AHS assigned company finally contacted me; they determined that the cooktop was un-repairable.

AHS was notified and offered me various replacement options. I chose one of the cooktops they offered and paid a $175.50 premium for a better cooktop model. The Whirlpool cooktop was delivered and I notified AHS, who then contracted a separate installer. Upon attempting the installation, that company determined that the Whirlpool cooktop had a larger base than my granite countertop opening.

In summary, The replacement, for which I paid an upgrade charge of $175.50, was delivered by Whirlpool; unfortunately, it did not fit the cut out in our granite counter top. I arranged with AHS to return the cooktop and I paid a $100 restocking fee. I should not have had to pay that, as I measured the GE Profile while on the phone with, and under the direction of an AHS representative. I was later told by AHS thst it was my responsibility to make sure the Whirlpool would fit the opening. Who asks their customer to take on the hazardous task of pulling out the old unit and measuring the opening in Sat it?

At any rate, on 8/15/22 I was told that once the cooktop was picked up for return to Whirlpool I should notify AHS and they would begin the process of 1) refunding the $175.50 up charge I had paid for the better model Whirlpool and 2) AHS to issue a Lowe’s card in the amount of $485, as this was my option, rather than selecting another of AHS recommended cooktops.

Today, 8/18/23, the return was picked up, I called AHS to notify them as requested, and after spending over an hour on the phone with AHS and talking with multiple people, none of them could start the process I just outlined. I was told this would have to be escalated; to be fair, they did call me back; however my RoboKiller app on my phone considered the number the call originated from to be spam and sent the call directly to voicemail. Unfortunately, AHS never lets you return the call directly to the representative who called you and you have to explain all of the above information each time you call.

I’m getting frustrated. I’ve spent many hours trying to get this resolved, and I’m to the point of considering canceling my AHS contract and posting negative ratings on the review sites.

Among other complaints, some of the representative’s broken English makes them extremely difficult to understand and conversely, they have great difficulty understanding the issue I outlined above and beginning the refund and Lowe’s card process. I asked one young lady to pass me to her supervisor; after yet another time being placed on hold, (I have been placed on hold multiple times, one time for 51 minutes, then the call dropped, and on 8/18/22 for 43 minutes). I was then told that no supervisor was available. That is unacceptable customer service.

Please call me back at [protected] and let’s get the ball rolling on this.

Thanks,

Pat

Patrick H. Throop

[protected]

[protected]@yahoo.com

For the last five months I have been trying to get a dishwasher either repaired or replaced by American Home Shield. In the beginning they sent a company out who simply reset the dishwasher which would then work for a few days and then give the same error code as before. The second time, it was the same repair company, and they did the same--reset the dishwasher. Each of these two times I paid a $107 service charge. I did not give up and continued to call AHS and complain. The third time they sent out the same company as the previous two times but this time I was told the dishwasher would be replaced. I was given options on the dishwasher, and I choose one that was most closely like my original dishwasher. I was given a date when the dishwasher would be delivered, installed and the old one taken away. When the delivery company came, they told me they did not install dishwashers I would need to hire a plumber. I told them to take the dishwasher back since I did want an uninstalled dishwasher sitting in the middle of my living room. When I complained again, I was told to call the delivery company and have the dishwasher delivered and then they would try to find someone to install the dishwasher. I called the delivery company three times so far and they simply ignore my calls. AHS also offered me $125 if I were to get someone to install if for them. This has been an endless nightmare. In my opinion AHS hire subpar repair companies who will only fix the problem if it is something simple, such as resetting the device but if the work is more complex, they bow out of the job.

I renewed my contract with AHS earlier this year. During the renewal process, I was told that I would receive two months free.

On April 21, 2022, I called and spoke with a customer service rep., stating that the funds had been taken from my account. The Rep., then stated that the months of May and June, 2022, would be free.

I checked my account and AHS deducted funds for May and June. I called AHS and asked if they were going to reimburse me for these months. The Rep. then stated that AHS could not reimburse me, but would give me two free months, July and August 2022.

I have since called AHS a few times, as I have been receiving texts and emails that my account is past due. I am frustrated with calling and receiving the texts and emails.

I live in Bakersfield, CA, normal summer temperature for July & August is 104-F. My AC went out on July 16, 2022. Called AHS, a tech was assigned, determined that the compressor was bad and needs replacing. AHS sent replacement parts from their Tennessee location. The service tech received the remanufactured part and installed in on Aug. 17, 2022. This is now 4 WEEKS since the unit failed.

The installed remanufactured parts installed failed within 1.5 hours, after installation. Thee service tech immediately came back and said the remanufactured parts had catastrophic failure and the complete compressor must be replaced.

Today, Aug 18, 2022, I was told that replacement parts are being shipped AGAIN from AHS Tennessee supply location. AHS stated that the parts and replacement are scheduled for Aug. 23, 2022. This is unacceptable, to keep customers waiting this long when the parts for needed repair are available in Calif.