American Home Shield [AHS]
Reviews and Complaints

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.

This has been my worst experience ever with a home warranty company and the company they sent out to look at my A/C. The A/C company told me I needed one part and they were going to submit the request into AHS. TWO WEEKS later, I get a call saying I have to pay over $3800 for a new A/C installation & can’t just have the one part replaced. I asked AHS if I could go through another A/C company since the one they sent out has gave me so many different stories (it went from being a $100 part replacement, to an entire new outside & inside unit / lets be mindful the A/C guy was at my house i more than 5 minutes for a diagnose). AHS refused to have a second opinion and told me my only option was to pay my part of over $3800 for a new unit. So, two months later & here we are, 100 degrees in here in the south & still a broke A/C. AHS doesn’t care about their loyal customers and doesn’t care that their vendors are ripping every one off.

I turned in a service request to American Home Sheild on 6/2/22 on a A/C unit, they sent me an e-mail telling me that Quality HVAC LLC had been assigned to our request. Quality sent out a technician on 6/4/22 to look at the A/C and he concluded that we needed a new unit and he left, I never heard from him or Quality again. On 6/23/22 was told to contact AHS to discuss my out-of-pocket cost, I told them fine I would take care of it. On 6/23/22 I received a call from quality for $3,783.54 payment of out of pocket I gave them my debit card and they said it didn't go thru, I told her I forgot about the limit and would call my bank and get it raised I did so, and the payment went thru Since I paid the out-of-pocket cost, I have not received any correspondence with Quality at all and I cannot reach them by phone with the number AHS gave me. Tried doing an online search but cannot find them (which is not my job) I have called AHS every day since 6/23/22 and several time before starting on6/6/22. I have been told by so many service reps and several so-called Managers I've been told they will fix this for me and yet I still have no A/C now Quality says they're not going to do the job, and nobody seems to care about my money. IM TIRED OF BEING LIED TOO!

I have the ShieldPlus plan, and called to schedule service for my rickety paddle fan. I called to be sure I'm covered before I paid the $75. The rep assured me I was and scheduled the service request. The tech came out and put in an order for a new paddle fan, and then HomeShield denied the authorization saying I was not covered for paddle fans but cieling heater fans. I asked for a refund, considering the whole scheduling was a mistake from the HomeShield rep's end and HomeShield refused to refund me, saying because the tech came out I had to pay the $75. Even though it was their misinformation which led me to schedule the service request. Very unfair treatment.

I file a claim on May 11, 2022. Today is the 12th July, 2022. I still have no AC.

I paid the contractor $750. I keep being told, I will get a call back; I don't get a callback from the contractor or American Home Shield.

The service is HORRIBLE!

I am caught in the middle of AHS says has not gotten info the contractor and the contractor say AHS has not approved the repair. After many calls still not resolved. 100+ temps. Service requested on 6-17. Have called every day.

I am not pleased at all. AHS has had my service fee of 125 since the middle of June and to add insult to injury my monthly has been debited from my bank account last week. Please advise AHS Legal dept information.

Don't bother with American Home Shield they have no customer complaint line.

I have American Home Shield for my whole house warranty and also on my rental property. We've used them for years.

On the 16th of June we called for repair on the soap dispenser in our dishwasher. A contractor was assigned. The number given went straight hang up.

Finally on the 20th of June I tried texting. Someone responded and said they would be there between 11-3. They were not there until after 4PM. I was 5 minutes away from the house coming back from the store when my wife called me, around 4:30PM, to tell me the technician had arrived. When I got home, 5 minutes later, the technician was gone. I asked my wife what he did.

He looked in the dishwasher and declared that there was nothing wrong with the soap dispenser and left.

All in under 10 minutes time.

I immediately texted the number that no one would answer and told the person to please have the tech come back. Nothing.

I called AHS to complain and/or reschedule (hopefully with a different contractor). AHS told me that the contractor had closed the ticket and tried to say that there was nothing they could do without starting a new ticket. I said sure, as long as they weren't going to charge me again. Then nothing happened.

I called again. And again.

Finally AHS reassigned the same contractor, Norrod's Appliance, to come back. I called. I texted. I called I texted. Nothing.

The second dispatch was on July 2nd. Today is the 12th. Still nothing.

Now AHS says that they will get back to me within 24 hours and try to get a different contractor out.

I've heard it before.

I have paid to have freon put in my a/c starting in 2019. I had a company out that works with Ahs, and they put Freon in the 1st time. They also put Freon in in 2020z Last year, freon was put in 3 times, and this year once so far. 3 companies, 2 sent out by Ahs have told me it needs to be replaced but Ahs won’t approve replacement due to freon leaks? All they can do is keeping adding freon. How long does this go on? If this is the way A/c is treated now, I certainly don’t want to continue with this warranty. I can save the money & replace on my own. Customer service is terrible, or the lack there of. Calling in gets you absolutely nowhere, and this being my 2nd complaint. I placed a complaint with consumer affairs and got an email from Robert Scott. I asked that he call me, that was ignored, he emailed me and then closed out my file, ignoring my emails & concerns. Not to mention, he said he’d waive my service fee but I keep getting billed for it even though it deducted not once but twice. I’ve tried calling, emailing and nothing. Where do I go next?

I have been trying to get resolution on a pool repair per my American Home Shield Contract.

The circuit board in my pool electronics is failing. I have had a couple of repairmen to the home, that all agree that it needs to be replaced. I have recieve denial after denial on this repair.

Below is an excerpt from my contract in which it clearly states pool electrical are covered.

What's Covered

Your Serviceable Items

A/C (Central-Electric)

Bath/Attic Exhaust Fan

Ceiling Fan

Cooktop Or Range

Dishwasher

Dryer

Duct Work

Electric

Evap (Swamp) Cooler

Floor Furnace (Gas)

Furnace (Elec)

Furnace (Gas)

Furnace (Oil)

Garage Door Opener

Garbage Disposal

Heat Pump

Microwave

Oven

Pipe Leaks

Pool Electrical

Pool Filter

Pool Heater

Pool Plumbing

Pool Pump

Range Hood Exhaust Fan

Refrigerator

Steam Heat (Boiler)

Stoppage

Sump Pump

Toilet

Wall Furnace (Gas)

Washer

Water Heater

Whirlpool Tub

I pay additional premiums for pool coverage. The pool coverage states that pool electronics are covered. Circuit boards are part of the electronics of the pools. I really dont understand how it is classified as a "electronic or computerized home management system".

Below is an excerpt from my contract. No where does it say circuit boards are excluded.

1. POOL AND/OR SPA EQUIPMENT (excludes portable or above ground spas)

COVERED: Both pool and built-in spa equipment (exterior hot tub and whirlpool) are covered if they utilize common equipment. If they do not

utilize common equipment, then only one or the other is covered unless an additional fee is paid. Coverage applies to above ground, accessible,

working components and parts of the heating, pumping, and filtration system as follows: Heater – Pump – Motor – Filter – Filter timer – Gaskets –

Blower – Timer – Valves, limited to back flush, actuator, check, 2-way and 3-way valves – Relays and switches – Pool sweep motor and pump –

Above ground plumbing pipes and wiring.

NOT COVERED: Lights - Liners - Structural defects - Solar equipment - Jets – Ornamental fountains, waterfalls and their pumping

systems – Pool cover and related equipment – Fill line and fill valves - Built-in or detachable cleaning equipment such as, but not limited

to, pool sweeps, pop-up heads, turbo valves, skimmers, chlorinators, and ionizers - Fuel storage tanks – Disposable filtration mediums –

Heat pump – Portable or above ground spas – Multi-media centers.

Please explain to me why this repair was not covered.

American Home Shield authorized an outside contractor to fix are refrigerator. Since the work was completed on June 9th. I have repeatedly sent them and email from multiple email addresses to which they say they are not receiving. They tell me that they have no other way to get the invoice other than this one email address. They advise that a supervisor will call me back and never hear a thing. They owe me $1455 for a job they authorized.

We are disputing the general classification of contracted work per Service Request or Dispatch No.: [protected] as Non-Covered Costs due to American Home Shield(s) non-conformance with the Nevada Revised Statutes (NRS), Uniform Plumbing Codes (UPC) and the requirements contained in the contract, as follows:

I. The following is a breakdown of the itemized Non-Covered Costs Details according to American Home Shield (AHS) for Dispatch Number [protected], that we are disputing, based upon our contract with AHS, for the Combo Plan (e.g.: Systems Plan and Appliance Plan) requirements. Included with the Systems Plan, Water Heaters are included.

• Per Paragraph 5 Water Heaters: Covered: All components and parts, including tankless water heaters and circulating pumps.

• Per the Contractor’s Note our water heater was described as, “leaking internally” and “recommend to replace water eater it is not repairable causing water leaking to the garage.”

• AHS dispositioned the Contractor’s recommendation to replace as a Non-Covered expense due to “normal wear & tear”.

• AHS states in Section A. Coverage Overview, Sub Para. 2, “Coverage under this contract includes normal wear and tear malfunctions during the contract term (as defined in Section B).

• NOTE: In accordance with (IAW) Section B, we are a Renewal Customer, as defined therein.

AHS failure to cover the charges to replace the water heater due to “Normal wear & tear” is in violation of the contract as stated above, with a refund (TBD) due to Kathy & Reginald Bagube.

II. The NRS Codes and Regulations require that for the new installation and/or replacement of water heaters the issuance of a Building Permit and performance of required inspections and buy-off or all work completed by the Washoe County Building Department.

• The Sediment Trap installed by the Contractor is a requirement by the State of Nevada.

• The absence of a Sediment Trap on the gas line installation would constitute a Code Violation and would prevent a sign-off of the final inspection by the Washoe County Building Department, until such time as its installation would bring the gas hookup to Code.

• In addition, an Expansion Tank, Recirculation Pump and Drain Pan are required by the Nevada NRS Codes and Regulations. These three (3) items as well as associated supply and recirculation lines, required for proper function of the above items, were line item priced in the Contractor’s Job Invoice No. 25330.

• NOTE: The Recirculation Pump is included for coverage as a component of part of the water heater.

AHS designated the three (3) items and associated miscellaneous water and supply lines as Non-Covered Costs in their estimate. The NRS and UPC require all of the above as either code items or required for cold temperature operation. Verification by the Washoe County Building Department of the acceptable installation of these items is necessary for buy-off of the Building Permit. Approval of the Building Permit is the limiting factor in all the items reference above.

As stated in General Limitations of Liability paragraph 7, “. . . and (AHS) will not perform repairs or replacements that violate any current federal, state or local laws, regulations or guidelines.”

Therefore, AHS was responsible for the installation of the three items referenced above or would be subject to a defective installation IAW the Nevada NRS and Uniform Plumbing Code requirements, with a refund (TBD) due to Kathy & Reginald Bagube.

The Job Invoice line item charges for Labor and Disposal are not being disputed by Kathy & Reginald Bagube.

Horrible Customer Service! Complete scam! Don't waste your time and money. They should have a ZERO STAR RATING

I have opened my 5th service ticket within 6 months with regards to my A/C. I am now told that it's the compressor, almost every part of the system has now been replaced with aftermarket parts for a 5-ton central AC. This will mean that I will have to recharge the system for a second time that's another $600 on top of the contract service fees. If this would have been done in 1-2 days fine I might have lived with it. It has been one week (little leeway because of the 4th of July) and the contractor does not let me know of the status and neither does AHS. I called today and the contractor just "submitted" the claim for the compressor. I have no idea how long this will take. This is the straw that breaks the camels back.

I would STRONGLY recommend to AVOID this company they are more concerned with their marketing claims, sales, and renewals than taking care of their customers.

I called in a service request for water heater Tuesday morning. L GI Plumbing came out and diagnosed a replacement of water heater. We had a 3 way call with customer service and he informed them he verbally gave report to authorization dept. He does not carry water heaters and to expedite the installation he asked that they assign to someone who has the water heaters on hand. They cancelled and reassigned me to another company. Now I have to wait for them to come out and rediagnose and then wait another 2-3 day for water heater to be ordered. Now I am looking at at 7 days with a leaking water heater and no hot water. This makes no sense. I have been more than patient but I cannot go on with no hot water. I am in need of urgent assistance. Please help me.

We received a warranty from a home purchase August 2021. In December we filed a claim to have the water heater replaced. We waited until January and were given permission to find our own plumber. The plumber called an obtain authorization - the water heater was put in. We paid the plumber per the instruction from American Home Shield. Since January we have tried to receive the reimbursement. We have called emailed the paperwork and received the run around every time. Please help us get our reimbursement check.

I filed a claim with American Home Shield Warranty and was told that I had a $100 deductible. The deductible was paid and a repairman was sent to my home. On June 30, 2022, a service repairman from Airmax, Inc. came to my home. He checked my air conditioner and stated that I had a leak. He put leak stop into the air conditioner, charged me $50.00 to clean the unit, and $180.25 and said the unit was repaired.

Two days later, July 1, 2022, another serviceman was dispatched to my house. He also said I had a leak. He stated the leak stop did not repair the leak. He stated it would cost me between $1500 and $2000 to repair the leak. He also stated he didn't believe this would work and stated that he recommended that I get a new air conditioning unit. He later sent me an invoice totaling $2,165.00. On July 5, 2022, I received an email message requesting that I contact them regarding a "detailed diagnosis." I immediately called them and was informed that I would have to pay $1,855.00 to have my air conditioning system repaired.

The next month, I received a call from Airmax, Inc. to repair my air conditioner.

I received a call from an AHS service rep on 6 Jun 22; my service contract was due to expire on 28 Jun 22. I was glad he had called and told him so because I was not happy with my contract renewal price of $847.88; an increase of $156.88 from last year's price of $691. He put me on hold and came back with a price adjustment of $697.88; a $6.88 increase which I was in agreement with.

The gentlemen insisted on taking my payment that day and I told him it would be taken care of it before my contract expired. I submitted the $697.88 on 24 Jun 22.

As of today, 6 Jul 22, I continued receiving contract renewal notices and thought I would call to ensure my contract was in good standings for the contract year. I call AHS and spoke with John; he give me his ID #8122033. He stated that I had a balance on my account for the remaining contract renewal amount. After he state to me that he had to "see if someone really called me", our conversation did not go well, I felt like John was more insulting than helpful. John told me that someone will be contacting me within 24-48 hours with an answer.

John transferred me to the "Escalation Department" and I spoke with Chris, ID # 8099047. Chris told me that my contract renewal price will have to stay at $847.88 and nothing could be done! I told him that I understand price increases this year, but 22.7% from last year's was a bit much. He then told me that all of AHS customers had a price increase. I reiterated "all" and told him to be careful how he answered because I know others that have contracts with them. He hesitated and restated that it depended on the area you live in!

I asked Chris which department was over him to direct my concerns to and he told me Corporate and gave me their number, [protected]. This number turned out to be another customer service number.

I have been an AHS customer for that last 22 years and have never had a $156 price increase from one year to the next. I am hoping John submitted his notes in the system and someone from AHS will be contacting me about my price increase within the next 24-48 hours.

I have been calling for updates every day. I made a claim on 6/17/2022, by 6/18/2022 the contractor came out and determined the evaporator coil was bad and needed to be replaced. I called several days later and the rep said that the request for the part was being processed. I continued to get the same story from the contractor and AHS. This is the word salad used to let you know that you're in line but nothing has happened. Fast forward to 7/6/2022: I finally got the call escalated to someone who again said the request was being processed. I said what about the order. "Order, what order? The contractor has not provided the part number." I am just in disbelief that no-one at the contractor or AHS has followed up to get the part number determined.

I'm sitting here without AC for two weeks and they don't have the part number for the evap coil? That's a phone call. I have 4 children with bedrooms upstairs in an area where temps have been up to 105 degrees. AHS completely dropped the ball. I don't know what to do as my home is unlivable at this point. Please help us...

Roger Wilson

Service: #[protected]

[protected]

On 13 June I called American Shield for repair of my air conditioner unit which went down on 11 June 2022. American Shield called Comfort Masters HVAC. Master's and they did not come until 21 June 2022. Mike from Master's diagnosed that I needed Freon @ $110.00 a pound, and I needed 7.7 pounds. American only pays for one pound. I then told him that my unit was only four years old. Mike called his company and that told him to re-diagnose the system. Mike did what he was told and came back with a different diagnostic result. He stated to me that it was a TX valve that needed to be replaced, and he had to get the approval through American Home Shield. Master's never sent the Diagnostic to American Home Shield, causing delay to getting my unit fixed. I called Master's at least ten times almost on a daily basis requesting that the owner contact me so we can get this resolved. I spoke with Trinity at least eight times or more. She stated to me on a daily basis that the owner would get in contact with me, this never happened. I contacted American Home Shield every day since 22 June 2022 until 30 June and every day they told me that just wait for 24 hours and the issue would get resolved. I asked to speak to a manger and I was told no that it would only delay the problem in-spite the fact that I have been waiting since 21 June 2022. The representative name was Mateo. I received a call from American Home today 30 June telling me that they finally spoke with Master's HVAC and gave them the approval to fix the unit. I asked them do they know when they were coming out, and they told me to contact Master's I did contact them, and they told me that as soon as they receive the part from AHS they would come. I called Babbitt's air to fix my unit in which it was not the TV valve it was a dual capacitor that I paid for out of pocket. I am seeking a refund. Comfort Masters never did a follow up with me. They are the worst HVAC company that I ever dealt with.

Good afternoon. I am writing to let American Home Shield (AHS) know that they have not lived up to their commercial advertising. If an item cannot be repaired, you do not simply replace. I our case at 4405 Old Chapel Hill, Durham, NC our air conditioner for the 2nd floor of our house has been out going on two (2) months and we have had several service calls and repairs without any success of the unit working. The company that you contract through for our service has even sent out a Master HVAC technician but to no avail our system is still down. It is summer in Eastern NC and this week alone it is averaging in the mid-90's. Please uphold the dignity of the company that we have entrusted and paid faithfully to do the right thing and to stop trying to cut corners and save money at the expense of the customers satisfaction. The money spent sending out HVAC technicians and ordering parts, parts not working and labor have out priced a new unit. Please do the right thing and replace the unit.

My name ia Janet Foreman and I am a customer of American Home Shield. I wouldn't normally do this but I am desperate at this point.

I am very frustrated with the level of service that I have received from American Home Shield over the last month or so. I have been calling about an issue with my air conditioner in my home since the end of May. A technician has been out twice and the issue has not been resolved. I have also called the company that was assigned and they have either ignored my calls or have told me that they refuse to come back out to my property to service my AC due to several issues that they would not disclose with AHS. The temperature in my home has been above 80 degrees. I have called [protected] on several occasions about this issue and I have been told that a vendor could not be found to reassign my work order, I have been told by a supervisor that there was no one above them that I could speak to and that the dispatch department had to handle it. I asked the supervisor if she could reach out to the dispatch department and she basically said no. Then told me that the dispatch department would reach out. Several days had gone by and still nothing. Here it is July and my AC is still not fixed. I have a call log record of how many times I've talked to someone since May. I need a manager, the darn CEO, somebody who can demand that I be made a priority to get this fixed ASAP. My payments are deducted on time and I just want my air conditioner to be fixed. I need help PLEASE!