American Home Shield [AHS]
Reviews and Complaints

6/16/2022 I called in a service request for central air unit not operating as designed.

Did an online request, and had to call in to get a local repair company assigned to claim.

General heat and air were sent out and condemned my ac unit on 6/19/2022

A week later I called and asked where claim stood and was told West side heat and air will come to diagnose unit problem.

They condemned same ac system, and sent info to AHS .

On 6/29 I receive a call from AHS telling me my repair will be 491.00 and I approve costs to proceed.

West side heat and air told me on that date to call on Friday 7/1 to schedule install as parts were to arrive from AHS communications.

I call west side and they tell me AHS never ordered the parts, so I call AHS and ask for manager. People on call apologize which I say i red resolution not appologoes for a house that’s over 100 degrees daily since 6/16.

Today I get a call from supposed supervisor apologizing, which I ask what his name and company if info so the next time I get misinformation from AHS I can have him to use as a accountable subject as to when he hung up on me!

It seems my equipment will be delivered to west side heat and air on 7/8/2022. So we will see who I get to call when this target is missed!

I have been out air since May 2022. The company that AHS has sent out has not been able to fix the ac. I have replaced the parts that requested to be repaired. Air will work for 1 day then stop. There is a leak in system. and the repair company they send out is not fixing the problem. I live in Alabama and it is getting really hot now. I pay my monthly payments to the company and i have the platium plan. resolve this problem soon.

The technician said it's not repairable. AHS has a video and I and they have talked to him several times. At first, they said it was a low-end garage refrigerator even when I explained that my freezer is unusable and I placed it in the garage instead of the house until it was repaired. It's less than 4 years old and the model is still available for $1,800 not really sure I would consider it a low-end refrigerator. I call almost daily and have to tell the same story over again they never call back like they say they would. I have been a customer for over 15 years this is the first time I need an appliance replaced and they refuse to do the right thing. This is going on for over 2 months. My wife wants to give up but I am refusing and want them to replace it as they promised in the contract. I finally got to the escalation department one time and they were supposed to get back and have not. I called and start at the beginning again. This is insane I have recommended this company in the past they don't seem to mind fixing minor issues they just don't want to fix anything that costs money. Every time I call they say they can't get ahold of the technician who came out which is wrong they have the video showing the issue and at one of the many times the customer service agent call him while I was on the phone and said that after talking to him they would send it back for review and call me in a couple of days this of course never happened.

One of my air conditioner units is not functional. We have a plan that covers our central air conditioner system. A technician came, diagnosed the problem, and said that if AHS covers my air conditioner system, I may have to pay around $1500.00 out of pocket. I received a notification with a number to call and discuss the results of the technician's diagnosis and recommendations. The AHS representative I talked to said that it would cost me $5500.00 because the air conditioner unit was recommended for replacement, and AHS would not cover the replacement. My AHS contract tells me that if the unit could not be repaired, it would be replaced. I want to know why my contract will not cover replacement of my air conditioner unit.

I submitted a request on June 3, 2022 for a/c repair. Today is June 29, 2022 and my ac is still not fixed. The contractor has scheduled me for repair but did not show up. I called and they said they didn't have the part. I called ahs and they said that they received confirmation from Bailey that the part was delivered on June 10. All of a sudden, the part is now on backorder and I am supposed to wait another week to have my ac repaired. AHS or Beaches Air have not been able to help make this matter right. I have multiple sclerosis and the heat is my enemy especially with this 100 degree weather in Florida.

I paid money to this company for years, but the minute I need their assistance, they prove to be uncaring. For three months, I had problems with my hot water heater. I was forced to use a shoddy company who claimed to have corrected the problem, but they never repaired the unit. After paying out of pocket to have other plumbers to come in and repair the problem, found out that my hot water heater was disintegrating from the inside out, cannot be repaired, must be replaced, and on the verge of bursting. After numerous calls to AHS to correct this problem, I had to pay another service fee to the same shoddy company so that they could put in writing the problem with my hot water heater. AHS gave me a choice of paying their contractor over $2000.00 for modifications to replace the hot water heater or they will pay me $776.00 to repair it myself. My home requires a 75-gallon hot water heater, and the cost of a hot water heater is more than $1,000.00 dollars. I have asked AHS three times to provide me someone that can explain why I must pay $2000.00 to pay a contractor to install my hot water heater when the maximum they will give me to replace it is less than $800.00. AHS refuses to speak to me but gave me ten days to make a decision.

Today is June 27, 2022. My air conditioner stopped working June 21, 2022. I called American Home Shield and started the service request. I was told I would be contacted 25-48 hours about getting it fixed. On June 23, 2022 my downstairs HVAC stopped working, it is 100 degrees in south Arkansas and humid! On that day I included the other unit on t the request to get fixed. They did NOT TELL ME that this would restart 'their time' to get a repair man. Now when I called to check on them situation they it referred to the 23rd. They said it would be 24-48 from the 23rd. So 48 hours came and went with NO CALL BACK. I called Saturday the 25th to see why nothing has happened and what am I going to do with my wife and 5 children. I was told they would NOT help cover cost to put them in a motel room. We could not stay at the house because upstairs was getting 99 degrees during the day! Downstairs was better but I'm the high 80's. SO I have to eat these costs to keep my family from getting overheated. I asked the same Saturday what would happen next. I was told, "if we cannot get a contractor for you by Monday that they would send me an email letting me know I could get my own repair man.". Today is that Monday, 27th! No contact! No repair man! No email! I requested 3 times during the course of this ordeal to be contacted by a supervisor or manager. I have not gotten 1 call or email from them! 7 days and nothing has happened! I called today and was told that the request has been escalated! What the CRAP! I asked about the email or the calls from the supervisor and they knew NOTHING!

Service order request- [protected]

Date of request- 6/15/2022

I called almost two weeks ago and a service man has not scheduled appointment yet. They claim that they have not been able to find someone to service it. This is ridiculous! I’ve called several times and still waiting! I waited three hours to talk with someone and after 20 minutes, they disconnected me.

Its hot and i have already paid the service fee! If this is not resolved soon, I may have to cancel my contract and I’ve been a AHS customer for over 10 years.

I have contract with AHS. June 2nd my rental unit water heater leaked which requires replacement. The contractor they sent refused to pick up the replacement water heater tank from anywhere, just want to do the install job, hence the job could not be done by them. I requested cash out option for me to find a contractor who is willing to pick up the water heater replacement tank from Home depot and install, they offered me up to $175 for the install labor coverage. I called few times about this amount is way to low to get such water heater installed (average is at least $500 for such job), the escalation department said that amount is set by the AHS board and no one can change it. In addition I paid $100 service fee for AHS plumber to stop by and the only thing they did was to give the cost estimation on replacement without fixing any thing. Normally we can get free cost estimation from plumbers without paying $100 on the market. Please be aware, you will stuck in such situation like mine, no way to engage their contractor neither has sufficient cash out coverage from AHS to install with someone else. I will continue to escalate this case until there is a reasonable resolution. Today is 6/27 and no acceptable solution. My contract number is [protected]. Suggestions are welcome on how to resolve such problem with AHS.

My email is [protected]@yahoo.com Ningjing Gao

I put in a ticket with AHS to get my Maytag refrigerator fixed on May 29, 2002.

It is now June 27, 2022.

The contractor attempted to order the parts, but could not find them. AHS said they would order the parts. I have been attempting to get a clear answer on where the parts are, but no answer.

I called AHS on Thursday, June 23 and was told the parts supervisor was driving and would check on it that evening and was told to call back tomorrow.

I called AHS again on Friday, June 24 and was told the parts supervisor was driving and would check on it that evening and was told to call back tomorrow.

I called AHS again on Saturday, June 25 and was told the parts supervisor was not working that day and no supervisor was available and was told to call back Monday.

I called AHS again on Monday, June 27 and was told the parts supervisor was driving and no supervisor was available.

We have been w/o a refrigerator for 4 weeks with no resolution in sight.

AHS brags that they will fix or replace my broken appliance.

But, all I'm getting is broken promises.

Thank you,

Wayne Matheson

AHS ticket number [protected].

I have had a drain stoppage problem in my second-floor shower, this started [protected]. The plumbing service that was assigned was Tom Melton Services, the technician came out on 6-17 and used an auger to get the stoppage, after using the auger, my pipe was damaged, I called AHS back to explain to them what had happened, Thomas Melton did not respond to the urgent recall until 6-23. The technician that came out found and fixed parts of the pipe that was damaged, but still the stoppage was not fixed. I have asked AHS to assign this ticket to a company that can provide more options to resolve the stoppage problem, I was told that Thomas Melton needs to release the job before they can assign to some one else. Meanwhile I have had 2 floods into my basement, and kitchen due to the damaged pipe leaking water. this problem has been going on 3 weeks now, and AHS does not seem to be doing anything about it, I have called on numerous occasions and I am being told the same thing, "we can not do anything until Thomas Melton release this job and say that they cant perform what is required, Thomas Melton will not release the job! At this time I do not have any functional shower in my house at this time! my next option will be to seek legal respresentation to resolve this matter.

4/27/2021 Service Request #[protected] $100.00 Request for service under home warranty to ice maker, range fan, and garbage disposal. Referred to and serviced by Norrod Appliance, Fresno, California. Several calls from ME to appliance company as to status - claimed they were waiting for parts and wrong parts sent by AHS. Several calls to AHS. Then advised that our service request was cancelled and given to another service company since they couldn't complete the repair. Several calls over the past 8 months to Norrod but message box full and AHS customer service and parts. All referred back to Norrod's for handling. Each time I call, I am told they will reach Norrod Appliance and continue reassigned him even though there has been absolutely no contact or return or repair. I have received no receipts from Norrod Appliance. Called AHS customer service today - who said they reached out to Norrod's an was told the job was COMPLETED the end of 2021. Absolutely NOT. I was told by Norrod's previously that that is when AHS told them a new service company would be sent out because they could not complete.

February 2022 - Above claim was filed with BBB. Claim was resovled by AHS dispatching new contractor to complete work.

Contractor (RAMCO Appliance) and I, after several cancellations by contractor, made arrangements for him to come to service items. He subsequently contacted me and advised that "someone" had cancelled the service call. 3/2/2022 I contacted AHS and they "reinitiated" the dispatch. Contractor came to my residence on or about 3/19/2022 and looked at the items, stating that two items needed parts replaced. No contact since that time despite REPEATED attempts to contact.

Contacted AHS beginning mid-June 2022. Was advised that the contractor cancelled dispatch beginning of March 2022, BEFORE he actually came to residence. I advised that he had actually been there 3/19/2022 which was AFTER date they said he cancelled dispatch.

After an hour on hold and advising initial rep, call was "accelarated" to next team member. After another hour, was told they would have to contact contractor to find out why the dispatch was cancelled. I advised I only wanted the items repaired and after over a year this was absurd. Requested another repair company. Advised there was nothing they could do until they spoke with repair company.

After hearing no response, call back to AHC 6/24/2022. After filling in yet another rep, she attempted to forward call and have it "accelerated" but no one was available. Said call would be sent to contractor relations department as I was requesting a different contractor be dispatched due to this one NOT returning anyone's calls. Said there was nothing else they could do.

I have since cancelled my contract with AHS. After 30 plus years being a customer I am beyond dissatisfied.

I want a call from them today at [protected] to cancel this plan or i am seeking legal action tomorrow morning

In the year approximately 2020 ahs ordered a lenix air condition for my resident myself and the heat and air company that installed the unit has complained for almost 3 years that this unit was a bad unit it has continued to freeze up and leak water down the walls and ceiling of my house and has caused major damage to my residents. Ahs told me it was my responsibility it was under warranty. Larry the heat and air guy have talked to lenix several times and done everthing the asked but the uynit still dosent work. My family is going through the 3rd summer with a hot house and mold has started from the water damage and paint peeling from walls and ceiling. Someone need to contact me that can make decisions on this matter. I have spoken to people on the phone but they cannot and have not helped me on this matter this isnt on me I didnt purchase this unit ahs did and this is my last plea. I am a disable veteran and 27 year lawenforcement officer. If I dont get any actions im fixing to file a civil law suit in lauderdale county in mississippi.

AHS sent out a company to fix my A/C on 6/18/2022 the repair man stated it could not be repaired and had to be replaced. I have been attempting to contact the A/C company and they either do not respond or give conflicting information. AHS insists they can not do anything until they get a report from the contractor. They did not get a report a week after the technician came to the house, they still will not do anything to repair the A/C.

AHS finally said they will send it to their Contract Review Department. If they can not get in touch with the A/C company they will assign it to a new company.

They refuse to assign a new company or make sure the original assigned company completes the repairs.

At this point the weather is in the upper 90s and there is no working A/C for 10 days.

I have made several claims for repair/replacement. The first and third ones were for my water heater, which went smoothly and I paid minimal out of pocket expenses.

The second one was my furnace. The company they sent out seemed fine at first, replaced the furnace and charged me $700+ out of pocket. Then the furnace stopped working twice! I contacted the company that put it in since they should fix the dang thing. I was told by that company that the furnace was defective and I would have to contact AHS. I was then sent a bill from the heating company for another $500+. When I contact AHS regarding the issue, they told me they could not help me and that the $1300 I've had to pay out of pocket was for things they didn't cover. The furnace is still defective and has not been taken care of.

Then, my AC took a crap on May 31st. I filed a claim and a local company came out and looked at it and said it needed to be replaced. Fast forward 3 weeks and I finally heard back from that company that they can replace the unit on July 1st, and that I would have $1,375 that I would need to pay on July 1st out of my own pocket. When I called AHS I got someone who spoke broken english and kept reciting the same thing from the contract over and over again about how they don't cover it. So I asked them why I am paying them monthly in addition to the $125 service fee for them to do nothing. I asked to speak with a supervisor and she told me that was not possible and I would have to wait at least 24-48 hours to get a phone call from a supervisor but that they would just tell me the same thing she's telling me.

I'm beyond frustrated and I want the $1300 and $1375 covered for the furnace and ac costs that I have incurred that I never even expected I'd have to pay. I got a warranty for a reason and now they won't even cover stuff.

American Home Shield complaint.

On May 13 we returned from vacation to find our tankless hot water heater was not working. Code error 38 came up. We called the manufacturer (Navien) who told us the code suggested the flow restrictor may need to be replaced. They suggested we unplug the heater for about 10 minutes to do a hard reset, as a temporary fix.

We called AHS immediately and told them the situation AND it involves a tankless water system. The first two plumbers they dispatched do not work on tankless systems Days have gone by and the system kept coding off and we would reset.

The third plumber dispatched was somewhat familar and his suggestion was to have the system flushed. It was last flushed 18 months prior. He told us he does not do flushes. We called a reputable plumber to come do the flush.

We had taken photos of the code and showed it to him. He called the manufacturer who walked him through some diagnostics to confirm. AHS plumber should have called! A flow restrictor needed to be replaced and it could take up to a week to get it. Part was ordered.

About 3 hours after he left, the buffer tank ruptured and a significant amount of water was leaking. We put a five gallon bucket under the system to catch the water and unplugged the system. We now had an emergency situation and called the plumber who had just come out. It is now 8 PM, but he came back anyway. He told us the buffer tank had ruptured and also found the heat exchanger had one or more slow leaks that had caused rusting of some components. He showed us what he had found and documented the water leaks and water damage with photos. Water now off and no hot water. We are elderly and my wife has a broken leg.

He told us it was not cost effective to repair and replacement was recommended. Normally this plumbing company does not work on weekends, but since we were in an emergency situation, he said he would come out first thing in the morning to replace it.

We called AHS and spoke to their escalation department and requested they come out immediately to verify. They could not do so. I begged them to speak to our tech who was standing right there. She refused to speak with him. I offered to send her the photos, she refused to accept them.

She finally dispatched their guy who came out after the new tank was installed. We preserved the old tank and all the photos. He briefly inspected the tank and I showed him the photos and relayed what had happened. He said he could not send them photos, though he did take a photo with his phone, of the invoice and one picture.

I asked him what he was going to tell AHS. It was awkward for him and he said he cannot make recommendations to them, only report what he found. He explained we are dealing with overseas call center people and algorithms guide them and tell them what to do.

I asked if this was his system with these issues, would he repair or replace. He said he would replace, but the decision ultimately rests with AHS. He said he would call them and some should be calling us back.

After no return call, we called again and asked to speak to the escalation department. At first you are told by the front line representatives that they can’t get you there, but if you press hard enough, magically, they can.

They also can’t or won’t give out contact information for upper management. Finally, I was able to get a phone # for “headquarters” who supposedly has someone to assist with situations. I have not called that number yet, as I have promised that the last escalation person I spoke with would call me back in 24 hours.

The claim is unresolved at this time.

Does anyone know of any ongoing class action suit that we might join or have other contacts and phone #’s for getting help?