American Home Shield [AHS]
Reviews and Complaints

To start off with, why would AHS send a company with horrible yelp reviews and 6 better business bureau complaints to my house for service? Arthur the Right Tech clown, conned a 74 year old woman, Karen, out of $600 for freon whe these are sealed units. Was there a leak? Did he try to find? Did he even do any work? 25 mins after he left AC was blowing warm air again. When I called your reps, I asked for a reputable company be sent to fix the problem correctly. Your company declined. I had to spend my own money to call a reputable company to fix a problem that I pay your insurance to cover. I hold you responsible for the $600 that Karen is out from her savings. Read the reviews on this company... cancel their contract. Your name is all over the reviews as being in league with them.

My husband and I bought a house 10 months ago and purchased a home warranty through you. We have had a few issues that we have tried to get fixed through AHS. Every time we get NO ONE to come and help us. When we had issues with our septic tank, we ended up having to pay for it ourselves because AHS couldn't get anyone out here to look at it. We lost air conditioning a week ago (Saturday, 7/23). We sent in a request through AHS and the only response we got was when they assigned a handy man (Lynnco Handy Man). They are not able to come until this coming Wednesday (8/3). We have contacted AHS 3 times since then and can only get your help desks. Requests from you have turned up NO ONE to help us. The last time I called (Wednesday, July 27th) I was told that you had a committee that would get back to me within 24 hours about other companies we could choose from, but they would cancel Lynco in the process. It has been more than two days now. I was told we would be made a priority. It it hot as can be in our house. I'm tired of talking to people overseas who can do NOTHING to help us but put in requests to contractors that do not respond. I have asked for a number for Memphis, TN but have been told they do not have one. We need someone that can actually do something for us to call us and resolve our issue. My husband paid for the premium account with you and can't get anything done by your company. We need someone ASAP to come and fix our air conditioner and NOT AT OUR EXPENSE!

Contract [protected]

A service request was made on 7/6/22 for our leaking hot water

heater. On 7/7/22 AHS sent PRICE RIGHT PLUMBING & DRAIN

CLEANING to the address and the technician reported that AHS

would not cover the hot water heater replacement due to

secondary damage from water leaking from the AC unit. He

offered to replace the unit for $1700 and we declined due to the

price. We called AHS and the representative verified that they

would not replace the hot water heater. We then made a service

request to AHS for the AC unit on 7/7. The company PREFERRED

CLIMATE HEATING & COOLING could not get to the property

until Monday 7/11. In the meantime, we could not have the tenant

(an elderly woman) without water so we replaced the hot water

heater on Sunday 7/10 as per AHS saying they would not replace

the unit. On Monday 7/11 PREFERRED CLIMATE HEATING &

COOLING reported that there was no leak in the AC unit. I am

very disappointed with service from AHS. We have this service to

provide security and prevent major out-of-pocket expenses in

the event that a covered item needs repair. PRICE RIGHT

PLUMBING & DRAIN CLEANING, the initial hot water heater

technician, was incorrect on his assessment. This was confirmed

by the AC technician. Therefore our hot water heater should have

been replaced by AHS.

07/28/2022 4:26 pm, 5:31 pm 07/29/2022. 8:39 am 11:55 am 12:15 pm 1:50 pm. This last one hung up on me!

I have called AHS numerous times in the last 2 days. I have 2 HEAT PUMP. The 2 contractors they use in this area DO NOT have technicians that know how to work on heat pumps. I can not get past customer service to talk to a supervisor or anyone that can fix this issue. They continue to assign the same companies that have come out to my house and have actually made the issues worse. None of the numbers on the internet let me past the prerecorded message. I was just on the line with a “Conflict consultant” and he hung up on me! I have paid $500.00, because every time I call, they charge me another $100.00.

I would like them to send out another company than the two in my area. There has to be others within 50-100 miles that work on my systems.

on June 15, 2022, our Air conditioner went out. AHS sent someone out, they made 2 visits to our home and said that parts needed to be ordered. It is July 29, 2022, now and we are still waiting. I have called AHS numerous times. AHS says they sent the parts by FedEx and were delivered on July 23. The AC company says that wasn't my parts they were for another customer with a similar last name. AHS won't do anything to help because it shows that they received our parts. AC company is TNT Heating and Air.

Order request submitted Mon 7/25 & it's now Fri 7/29 with no contact from AHS. I have been on the phone with customer service who assured me service would be rendered. My contract # is [protected]. I am on the phone at the moment with AHS for over two hrs being passed from one dept to the next. I need resolution ASAP and for someone to contact me. This is completely unacceptable. AHS was quick to charge me for my renewal but when it's time to address something, they have been an absolute nightmare to deal with.

Per my contract.

8. GARAGE DOOR OPENERS

COVERED: All components and parts, except:

NOT COVERED: Door or door track assemblies.

Per Garagedoortechsupport.com

What are garage door track assemblies?

With all the different styles and parts that go into garage doors, it’s easy to feel overwhelmed. One of the most important elements of a garage door system are the track assemblies. These guide a section while raising or lowering a garage door. Garage door tracks are on both sides and often referred to as horizontal or vertical tracks. The curved part of the track is referred to as the radius.

Per American Home Shield website.

Remember—although garage door repair and replacement isn’t covered, when your garage door opener isn’t working properly, rely on American Home Shield to get it up and running again. Our trusted network of contractors will have you in and out of your garage again!

Good morning

So yesterday I ad a service call for my ac unit the service tech was very nice and as soon as he touch my board the unit started again great news so the verdict was that the board was bad so far so good where I got really mad is that the company as the board in stock in florida but would be 6 to 8 weeks to be here or I could pay extra 100$and have it here in 48 hours

You no it is not about the 100$ but the principle if you can get it here in 48 hours why not just put it in ups box for 5$and get it here in 3 days I guess its just a excuse to scam another 100$ out off the client terrible business that company should be reported to bbb for bad practice and I wish american homeshield ad rep in us to answer the phone

Thank you fyi iam a foreigner so to off them on the phone makeit impossible thank you

I initiated this claim 7/2/2022 and as of today 7/26/2022 AHS has yet to receive the condenser unit to replace my irreparable unit. The week of July 4th a Sevier technician arrived at my home (164 McGoey Circle, Conroe TX) and determined the unit could not be repaired and needed to be replaced. I was told by the Sevier tech the unit would probably be replaced the following week (July 11th). On July 15th I called AHS and was told the unit ordered was not the proper unit and another unit was ordered. During this time the internal temp of my home has been 94F since July 1st (two weeks). I asked when the other unit would arrive I was told, "we have no delivery date", by an AHS representative. On July 18th, out of my pocket, Sevier replaced the exterior condenser unit ($3514.00). I called AHS today, July 26th, and was told the unit that was ordered has still not arrived and they have no arrival date. IF I had not replaced the outside unit, it would now be 25 days in a Houston heatwave. The heat wave in Houston over these past few weeks had left my home too hot to live with any degree of comfort and with a small child in my home, was not reasonable. I purchased a home warranty to have protection from issues such as what I have just described. To me repairs need to be timely and reasonable. What I have have had to experience is neither timely nor reasonable. I expect to have the $3514.00 reimbursed to me by AHS as they have failed to provide me reasonable and/or timely service.

Contacted AHS in March 2022, service was dispatched to Air 1; technician assessed the issue on 3.11.22; determined a control board replacement was necessary; AHS stated that mentioned part was ordered in March 2022; checked back, stated part was order in May 2022; contacted technician - Air 1 stated part not received - they checked inventory, never received; technician contacted us, stating that they were accused of losing inventory, suggested that we contact AHS directly; AHS stated again that ...there is much more!

Management needs to call asap! It has been 4.5 months and not once has AHS contacted us with an update. Management has not returned calls. We are getting the run around and will be contacting an attorney, simply bc we are not receiving multiple accounts of the situation.

Kimberly Maxwell

209.922.3525

I received plumbing service in June 2022 for bathroom sinks that were clogged. It took AHS a few days to assign the work. Once they came I told them that all the plumbing for both bathrooms and shower were all connected and that they might need to do the shower as well. Long story short, shower clogged 30 days later, had to pay another fee. Serviced again July 2022.

I have been at American Home Shield (AHS) for almost 11 years and every year renewing the contract w/o any changes to the contract and coverage items.

I'm very satisfied with AHS services and coverage till last year, this year I renewed the contract as usual, and over the phone, I asked especially for coverage and the customer support person told me that no change in coverage.

A few days ago my garage door was not functioning I was unable to open the garage door and I called the AHS customer support person and they looked at the contract and told me that they can't raise a request as the garage door is not covered under the contract.

I explained my concern as my daughter was sick and would need to take to the hospital for treatment. The customer support person told me he escalating the issue to the team and they will contact me within 24 hrs but no one called from AHS.

I called Door Doctor (local garage door repair shop) and my garage door device was replaced and paid $537.00 from my packet. I requested AHS to refund the amount and they rejected to pay the claim.

They also accepted they missed the garage door opener in the contract and they will add it later.

I need AHS to approve my claims of $527.00 and refund the money that I paid.

The same Door doctor repair shop repaired our garage door a few years ago through AHS that's why I called myself and fixed the issue and claimed for a refund.

You can reach out me at [protected]@gmail.com for further discussion.

July 4th our AC went out and AHS was contacted. The provider the first assigned us would not answer phone. AHS gave us permission to find our own provider since they could not find one. We found a company and paid their service fee out of pocket to get the diagnosis and estimate. That company spent many hours on the phone with the AHS approvals department and at the end of call were told someone would call them back. This company cannot spend the time required to jump through AHS hoops and has declined the job. I called AHS again and asked the referrals department to find a contractor for us. After several more days, no provider could be found again and we are back to square one. AHS just told me today that we will not be reimbursed for the 75 we paid them to find a contractor or the 205 that we paid the contractor that we found and dropped us. I have called numerous times trying to get AHS assistance on this matter. It has been over 100 degrees everyday and we are almost 3 weeks without air conditioning. My husband is a senior citizen and I am disabled. We are on a fixed income. When we find our own provider, we are going to be out of pocket until AHS reimburses us for the repair/replacement of the air conditioning unit. I have asked to speak with referrals and approvals directly and was denied. We need help, now.

I called today and spoke to Tatyna via the 800 number I was asking about a discount I get through my job. She told me she was not able to use the discount "Because" that was it "because" there was no discount on my plan. She had no further explanation and when I asked to speak to a manager, she said she was the one in charge. I asked if I canceled my plan and went through my employer would I get the discount she again told me no. She would not tell me why though. It was very frustrating I have had this for over 6 years and never asked for any discount. I also observed on their web site you can get a discount for Nest and or security system which I have both. She advised those have to be covered (pay more) to obtain the discount MAKES NO SENSE! To say the least I was very pissed off the code for the discount is LIFECARES50 for 50.00 off. What the hell I can't get that after over 6 years with this company and very few callouts I mean she advised me there were no discounts with my plan at all. I asked if I got a new plan and terminated this one would I get a lower costing plan she again advised me no. Very disappointed in the service now and very disappointed in this call over all. Thank you

Wendy Dumont [protected]@comcast.net

American Home Shield (AHS) keeps providing the most unprofessional, inept (not capable), irresponsible, discriminatory, chauvinistic contractors. AHS REFUSES to fix the issues and REFUSES to send out professional, capable, responsible and dependable contractors who can fix home warranty issues. It does this by giving customers the run around with false statements and false promises, keeping customers on the phone for hundreds of hours for months by saying “Sure, no problem, our escalation ‘experts’ will respond” and they NEVER call back. This is one of the WORST companies to deal with. The customer service representatives do not understand and barely speak English which compounds the issues 100 times more because it feels like speaking to the wall where they just repeat a standard phrase without relevance to the actual context. Customer “service” has zero knowledge how to handle issues. The dispatch team that assigns these inappropriate contractors, also has ZERO capability of doing their job. The “supervisors” barely speak English themselves. And the name of the company is “American”? Then hire American speaking customer service who will understand customers. What sort of company cuts corners in every area, gives customers consistent run-around, does NOT provide solutions, takes your money, and then says “Ok, we cannot help you.” This AHS is a SCAM! Stay very far away and never purchase any warranties from this fraudulent business. It will lure customers in with false pretenses, false advertising, steals customers money (thousands of dollars) in advance and then REFUSES to deliver services. One of their “representatives” named Jermilia had the audacity to say: “American Home Shield can do as it pleases whether customers like it or not.” With the customers’ money? Absolutely NOT. That is considered FRAUD. Promising customers a service, taking their money, and then refusing that very promised service is considered by definition a FRAUDULENT activity. There needs to be some sort of a class action law suit in order for this company to start treating its customers correctly. Until then, they will keep mocking its customers and laughing at them for falling prey to their scam and fraud tactics. After 30-60 days of purchasing these contracts, customers are locked in and cannot receive their money back. “Representatives” like Jermilia, Peoria, and many others will stand there literally laughing and telling customers that “nothing can be done to fix the issues created by AHS.” Laughing at the very customers who are paying their salary is a very unwise action. All “customer service” is located offshore why explains the language barrier and which explains why nothing is done to remedy issues. It’s literally like speaking to a wall which has been programmed to say one phrase for every inquiry. One phrase: “We completely understand and someone will call you back in 24-48 hours.” Here is the truth: they don’t understand anything and nobody calls back, ever. Customers call back to follow-up and they receive a standard message: “Because of COVID, we are having difficulties.” When the pandemic was in full blast, they had no issues, took your calls and were responsive. Now that the pandemic is nearly resolved, this company is having issues. Then REFUND your customers the hard earned money that you stole from them and now cannot deliver proper services, AHS. Get it together or get sued.

Coverage from AHS since 2012. On Friday July 15, 2022, I had a plumber dispatched to my residence for a leaky kitchen faucet; this is the third time in 10 years for the same issue. The contracted reported that the parts from 2007 are probably not in circulation anymore and they would contact me about replacing the whole faucet, however today, I called and was told the warranty company would not pay for the new faucet because it's not covered due to: Not Normal Wear & Tear (Contractor Note) Customers faucet handle is broken due to excessive force causing faucet to leak! WHAT THE FRAGLE ROCK... I am a 62 year old disabled woman, how much force I have. I turn the water on and off... there's no other use for the handle. Never received a call from contractor or company but they want me to approve a $375 fee to replace the faucet whether I buy the faucet or not. What is the warranty contract for if not for this. I am living on a fixed income and pay $75 per month from my veterans disability. This warranty is suppose to be covered. I feel that they are trying to rip me off? They took my service fee of $75 plus my monthly $75 fee taken directly from my deposit. The condo was built in 2007. This month alone I've paid $225 ($75 for leaky shower pipe) in service fees and monthly payment on my contract! I'm still waiting to get a phone call from the company...instead I had to call the contractor who told me that they will NOT be replacing the faucet. A Faucet handle only has one use...you flip it from the left or right, it doesn't take any force at all unless the lever inside has broken off (mechanical failure-normal wear and tear (any damage associated with the regular use of an object).

the person sent to my home for a toilet repair lied repeatedly throughout his time here said he couldnt do the repair when in fact i have been told by others that he absolutely was responsible and then he broke the brand new toilet so it doesnt flush right now. he didnt put things back the way he found them either really really bad service and i cant get AHS on the phone to let them know

We have been a member of the service for nearly 5 years and last year we were told that they could not cover a refrigerator that was broken so we had to pay for a new refrigerator that cost us nearly $10,000. This month one of our air conditioning units has something wrong with it and they are saying that it is not covered so we are going to have to pay $2,295 out of pocket. I am not sure what the heck we have them for?

We cannot get an answer from them and pay them $124 per month for this really bad service.

Any suggestions are welcome.

Jim Munson

[protected]

[protected]@gmail.com

The contractors that are assigned are unreliable, I have been charged for contractors that do not show up and can not get my money refunded,

The people answering the phones are no help

In April of 2022 I received an email to have our annual service done on our A/C. When I requested the service I received an email that said AHS doesn’t have a company contracted for annual service check up in this area, but if the unit breaks to call AHS and they will have someone come out and fix it, which didn’t make sense to me. So I reached out to a local company. They were offering the same annual service for the same price as AHS. I called them to schedule a service appt, which was Jun 22, 2022. The service tech came out and said the unit was “whistling” and tried to replace the Capacitor. While in the process of trying to take the outer cover off, of the outside unit, wires leading into the unit were not in the correct position and the unit shorted out. The outside unit was unrepairable.

Due to 100 degree weather in Louisiana we decided to have a brand new unit installed the next day, Jun 23, 2022, using the local company. I tried calling AHS on Jun 23rd to explain the situation and to see if we could get some sort of reimbursement for the unit. I was on a call with someone that wouldn’t listen to what I was saying and wouldn’t forward my call to a supervisor. The customer service agent kept telling me I didn’t have an open service request. So I opened a service request on Jun 23. I received the email telling me who the AHS approved company was, called them and asked how long it would take to get a tech out to look at our old system. I was told 7 days, which we could not wait 7 days in 100 degree heat. The local company did install the new A/C unit on June 23. On Jun 24th I called AHS and talked with a different customer service agent. I explained our situation and asked what could be done about getting reimbursed for the new unit. He assured me I would receive a call or email with instructions on how to submit our paperwork. I have not received anything yet. I am still trying to get this resolved. I want to speak with someone about this, via phone or email, that will look into our account and tell us if we can get this resolved.