American Home Shield [AHS]
Reviews and Complaints

Called AHS to replace my water heater which was supposedly covered on my warranty. I was told it was not covered even though it states it on my contract. The company came out and replaced it on May 24, 2022. Today is June 18, 2022 and the water heater is out. We have no hot water and no gas is going through the line. I tried to call the company that installed it on their 24 hour hot line but they don't answer. you get voicemail. I called AHS which charged me another fee to send another company to come out. This should still be under warranty and yet i'm paying for another company to come out.

I purchased AHS a couple years ago, but during May 2021 I was having AC problems. They came and filled the freon. It worked for a couple weeks but then started having problems again. After them coming out 4 different times, they eventually decided the AC unit needed a new coil. They replaced it in September. After going all summer without AC I canceled AHS.

When I went to replace the air filter 3 months later I noticed that after replacing the coil they never replaced the filter. Last week (June 2022) we noticed the AC quit working again. So I called an independent HAC company who noticed the coil was dirty because of the period of time we went without a filter. So they proceeded to remove the coil and clean it out. Upon inspection they said the coil was the wrong coil. Evidently my system was too old for them to get the right coil, so they just replaced it with something they thought would work; but it's too small.

So the AHS warranty of "If we can't fix it, we'll replace it", doesn't apply to AC units.

Team,

I placed a service request on 6.14.22. On 6.15.22 at 8am, I called

To inquire about the status and was told they didn’t have an update on a service provider.

I asked to escalate this request as I have two small children in the home and the heat index is 108 in my state. I was told that I should wait a few hours for a

Service provider to be dispatched. I waited and never received an update. It is now 11:52am and I have heard anything from your xomoaby: this is horrible. I Am

On the line again with your agent and they are telling me to wait 4 more hours for dispatch? This is horrible. If you all can’t help me then give me My monthly payment back! I Paying for a

Premium service and it has been well over 24 hours. I would like to speak with someone to escalate the issue ASAP. I have two contracts with you and this is horrible customer service. In total I have been on hold with horn agents for over two hours today with no resolve. This is ridiculous and very poor customer service. If you can’t help me, you should say that and give me my monthly payment back

And suggest I go

With another company.

On Sept 29, 2020 I purchased three home warranty policies through AHS. One for my primary residence and two for rental properties. My rate was to be $31.99 per month for one year (ending on 10/28/2021) and they were instructed to deduct this amount from my checking account. In June 2021 I filed a claim for one of the rental properties for a faulty AC Unit. It would not turn on. Had a contractor go out per AHS and they did not fix the problem. They never checked the actual unit and so I called AHS (I paid my $100 deductible) and requested a different contractor. They said they could not do that. The initial contractor was supposed to go back and do the work, but that contractor never returned our calls and AHS did nothing to help me with this problem. I was not even going to get my $100 back for service I never received. My tenants ended up hiring someone else to come fix it and it was something entirely different than what the AHS Contractor had mentioned. I called to voice my complaints with AHS, but I got nowhere. I decided I was not going to renew these policies after 10/28/2021. What is the point when you receive no service? I found out later in May 2022 that AHS had auto renewed my policy without sending me any notice regarding this. They were continuing to charge me a new premium amount for all three properties in the amount of $42.99/month. No renewal email was ever sent to me by AHS. One of the accounts they tried to continually charge my AMEX that I had used back in June 2021 to pay my deductible for the service I never received. That card was no longer active and so they cancelled this existing account (again, I did not know they were all 3 still active) and sent the amount owed to a collection agency! I called AHS on multiple days. Each day I was given the run around, transferred to multiple people, having to explain my situation over and over again. Each phone call lasted well over 1 hour to 1.5 hours and I was getting no where. I asked to speak with a supervisor, and they had to call me back in 24-48 hours. They tried to call, but I had no way to answer the calls as I work at a school and cannot answer during the day. I called back the same day they left me two messages but had to go through customer service again (2 times!) explaining everything again and again and again getting nowhere. Finally yesterday I got a hold of someone in Retention by the name of Xander and he along with Marcus Osbey (supervisor) confirmed that I was owed the 8 months of $42.99 on each account due to them renewing my policy without proper 60 days notice. Marcus Osbey said it was due to a company wide outage during that time and that it was not my fault. Unfortunately I received two emails that I would be credited $42.99 for each account, so only for 1 month each. It should be for 8 months each. I am owed $343.92 x 2 = $687.84

I am hoping someone can help me with this because again, I am now again having to argue this situation all over again. Each email I received I cannot email back. I got no number or email to respond to. Please can someone help resolve this situation?

American home shield sold me a home warranty and never sent details of the coverage. They told me Mt AC and Refrigerator to completely covered. I called for AC issue and found out they only covered $10 per pound of refrigerant when the repair company said it actually cost $80 per pound and that I have to pay $480 out of pocket, For the refrigerator to said they will replace it if they can't fix it. Guess what after replacing the electronic control board 2 times they refused to replace of fix it again, they told me the refrigerator is no longer covered. I had 7 properties in warranty with them. I called and cancelled all today, Anyone interested in a class action against this company should reach out. They are very deceptive. They hung up on me 3 times when I told them I wanted to cancel. They actually charged me $30 per contract that I cancelled. I am very happy to pay them off. to go and deal with other reputable companies.

We have had AHS for some time now. When placing repair calls, we've have noticed that repairs are barely covered, customer service agents are hard to understand, and supervisors are not available to speak with for 24 or more. Just last month, out AC went out. We waited 2 days just for a call back. They sent out a repairman out two days later, paid $1500 only for the AC to work for about three days. Mind you, we have ceiling fans so, we don't run our unit all day! We phoned AHS again, this time it took almost 2 weeks before two new repairmen were dispatched!

They were here for almost 3 hours complaining on the work of the last repairman. Five days after they made their "repairs" the unit stopped working again on 6/14/2022. I have sons that are asthmatic and the heat triggers attacks! So as you can imagine, we've had ER visits and even had to stay with family/friends because it close to 90 degrees in our home. Please do your research. AHS should be your very LAST choice for home warranty companies. - Las Vegas resident

My name is Rex Jackson. cell text only is [protected]. Property address is 823 Rill Dr. Altamonte Springs FL 32714.

Please check your records to see we are a long time member with monthly payment via auto pay.

I am speech disabled and cannot communicate via my cell phone except for text messages.

Our AC has completely died. The whole reason to have a home warranty is to get help when an appliance fails to at least partly offset the replacement cost. no where on your website is there this option

Our AC froze up. Repair tech said problem was due to prior repair previous tech sent by AHS installed components not to code that caused failure and that he would advise AHS in service report. AHS denied claim saying it was a maintenance issue and therefore not covered. So AHS #1 tech messed up my AC system and when AHS tech#2 called them out on it they stuck me with the bill. Sadly this has happened repeatedly so I cancelled my contract after numerous such issues. Would rather trip my nails our with rusty pliers than ever deal with this company again.

My contract [protected], Pat Carter 220 Sugar Bowl Rd Chuckey, TN [protected]. I filed my original claim on May 25, 2022 for the repair or replacement of my 80 gal electric water heater. It is leaking and running water across my garage floor. I have tried every day since then to get help. The service tech I was assigned to was Stephen's Complete Home Service 500 E Myrtle St Johnson City< TN [protected]. He cancelled the order 4 times as he said it was not in his repair area. AHS kept assigning him to repair it no matter how many times times I told them he would not come out. Now the service reps say the request for an independent service provider request is in process. This is 2 weeks later with out a resolution. I need my water heater replaced was I am now washing my garage floor in hot water! Also, AHS has had my $100.00 service fee for a long time! HELP to get this repair done asap.

Today (6/14) I called to request service (again) for my air conditioning unit which is not cooling. The contractor called and let me know it will be Friday (6/17) before they can send someone out which is well over the 48 hours. So then I called customer service where the person who answered does not speak english well. I don't understand them so here I am, left in a overly hot house, no response for four days and I am paying $150 a month for a service that does nothing to help.

Frustrated in Oklahoma

I made a service order on April 23...AHS sent out a contractor who was very indifferent. Anyway the contractor said I needed a new compressor and he would put the order in. Fast forward a week and no contact from any one. I personally contacted the contractor who told me he would get to me when he could. A response that is totally unacceptable. I called AHS to advise of what I was told by the contractor and was told that they would reach out to him. Now lets fast forward another week and I have to call again, and being told again that they would give him a 4 hour window and if not a fictional Escalation department would be contacting me in 24hrs to 48hrs. I waited 3 days no contact. I called again now being told that because a contractor came out I can not switch. Very much unacceptable. Called again now calling at least 3 times a week and AC still not fixed no one ever calls. This morning was told that because my contract is now expired that they will not send anybody out per a customer service rep. Called again spoke to someone else who says thats not true but my work order is being reviewed to switch contractors. Again this has been since 4/23 and its is now 6/14. I have no AC and its 100 degree weather. I have called the Attorney Generals office who told me to contact the Department of Insurance and also advised to go to a magistrate and file a claim. So I am on my way to do all these things. DO NOT GO WITH THIS COMPANY!

We were with AHS for nearly 5 years, having taken over coverage provided by our realtor. 2 months ago our Heating & Air handler failed. A representative from the company used by AHS made a 5 min visit to inspect the unit. His conclusion was very unsatisfactory. Also, his company wanted an inflated price for the gas for the unit, this amounted to price guaging.

After spending hours on the phone with several AHS representatives, one with a crying baby, another with a cockerel in the background. We were advised we were entitled to use a licensed company of our choice and AHS would compensate us.

We are still waiting! We have now terminated our agreement with AHS and taken out cover with a more reputable company.

On 6/4 I called AHS for a service request that the week prior a contractor came out and fixed, when I was on the phone explaining the issued I also told them that I need it someone to come out as soon as possible since it was over 100 degree hot weather. They put me on hold for the longest time only to tell me that the contractor is closed for the weekend and have to wait til Monday to call them and make an appointment. On Monday morning I call the contractor and they give me an appointment for next day so perfect! later that day the contractor calls me back saying they made a mistake and that their next available appointment was until Friday! I called AHS to request another contractor with a sooner date I explain how hot it is and I have kids at home all day in this weather. I was placed on hold once again for another 20 min or so only to say the same thing that they only had friday available. This company is the WORST ever! the representatives are not helpful and it's extremely hard to understand them! I asked for the supervisor and they transferred me to the escalation department... at this point I had been on the phone with them for about 40 min. I told them I am at work and cannot be on the phone this long and need it assistance right away! When I finally got a so called "supervisor" it was a total waste of time! only repeated to me the same thing the previous representative had said and I told him that I did not request and waited this long for him just to tell me what was previously said. I was so frustrated and got nowhere with this person ...he ended up hanging up on me. I decided to call back and same thing over and over agian explaining everything again and again...i finally said im not explaining anything anymore in need the supervisor now! they had me on hold for 15-20 min only to tell me that they will call me back because i had already talked to them and they cannot transfer me again! I asked for the supervisors name and was told that they are not allowed to give the name out! What company is not allowed to give a supervisor's name? OMG this has been the worst experience ever! If anybody knows how to get a hold of someone who speaks English and hire than this escalating department please let us know! This company is a complete JOKE! they should be sued for the suffering of us the customers! We are throwing away our money with them! If anyone out knows what else we as customers can do to put and end to this company please let us know!

filed claim contractor got approval for new unit within 24 hrs have been waiting for over 7 weeks. been told 4 times that the unit was being ship lied to 4 times. supervisors won't talk to me and the customer service wont transfer to anyone higher they say that it is ordered but out in their warehouse .my contractor can have it for me in 2 days or i can get it in 3 days from amazon . i even told them to contact the contractor about a substitute that they have in stalk. at the beginning i asked about paying the difference in a higher efficiency system told no. they sent me a newsletter about how to save money on my cooling bill but it didn't say anything about this at the beginning of this we dealt with 45 degree nights but now we are dealing with 95-100 degree days

I put in a complaint for my central AC unit on at 7:00 a.m. on Monday, 6/6/22. I did not get any kind of confirmation about my claim so I call again at 12:00 that day. I was told a contractor would be coming on Thursday. I let them know that I need someone sooner because I live in Texas and it’s hot! He said he would see what he could do. I call back later that day and they said they are still looking. I eventually call the contractor they had scheduled for me and I was told that American home Shield canceled the work order! Why would they do that if AHS didn’t have many available contractors. I’ve called everyday more than one time a day and they tell me the same thing, my order is on cue, expedieted, Escalated. I even had a rep lie to me that the contractor was coming next Wednesday which was a lie bc I called them afterwards and they said no one had called them and they are booked anyway! It’s been 5 days and AHS does not have enough contractors working for them! They said I could find an outside contractor but I would have to pay them and they would reimburse me! NO! That is not my responsibility. I do not recommend AHS! I requested to speak to a supervisor on Thursday and have to wait 24 hrs for them to return my call! This is unacceptable and I better get some kind of compensation! I had major surgery two weeks ago and had to buy a window unit just to be comfortable in my bedroom!

I reported a claim to AHS on 5/15/2022 in regards to a pipe leak. I paid my $125.00 service call waited 3 weeks still no plumber assigned to my claim. The pipe ended up bursting causing my house to flood. Again, I called AHS no one speaks English they told me I could pay out of pocket and they would reimburse me. I asked for my service fee to be refunded and I am still waiting on that. I found a plumber to fix the issue that is now over 5k called AHS and they told me today that since I requested my $125.00 the claim has been cancelled and they will not reimburse any charges I pay unless I open a new service request for another $125.00. I asked to speak to a supervisor and they refused. I asked to have a supervisor call me then and was told they don't do that. Worst customer service I have ever experienced in my life. This company is a complete scam !

When I purchased my home in 2018 it came with a home warranty from American Home Shield. I have since renewed it the past 4 years. When I renewed it I upgraded to the shield complete package that had the most comprehensive coverage. I renewed the contract again 8/21/2021 at the same level shield complete. On 5/30/2022 my A/C unit failed and needed repair/replacement. AHS still hasn't made the decision if they are going to authorize the repair or replacement of the system because it's older and it may be more cost effective to replace the system. On 6/2/2022 I received an email stating that I needed I needed to contact AHS because the repair was approved and there was an out of pocket expense. I called them and they told me I had to pay $840 for freon. I discussed this with the agent on the phone and told him I have the shield complete package and it says unlimited freon is covered not the $10/lb as the two lower plans offer. He put me on hold went to research it and when he came back he agreed I had shield complete and unlimited freon was covered. On 6/6/2022 I called looking for an update and I was told the authorizations department put in a request for a quote to replace the unit due to the amount of the repairs and it would take 24/48 hours for a response. Today 6/8/2022 I called back looking for an update because it has been 24/48 hours. I was told again I had an out of pocket expense of $840 because the authorizations department had denied the refrigerant because the only plan that has unlimited freon is the platinum plan. I had trouble understanding the agent due to her heavy accent so I asked to speak to someone who spoke English a little more fluently. They connected me to the escalations department who again told me I had a $840 out of pocket cost. I tried to get clarification of how the shield complete plan says unlimited freon the same as the platinum plan but my freon is not being covered. I asked to speak to a supervisor and was told they don't have a supervisor present all they can do is put in a ticket to have the supervisor call me in the next 24 hours. I then told her I would like to know what was going on with my repair. Is AHS leaning towards repair or replacement of my unit? I was told that the authorization department authorized the repair of the contactor and the capacitor, and I had a $840 out of pocket expense. Replacing the contactor and the capacitor does not repair my unit to a functional state, the compressor is bad and it needs to be replaced per the contractor that AHS sent out. But getting back to the capacitor and contactor replacing those 2 parts doesn't need any freon because those are electrical parts and you don't remove the freon to replace them. I am still waiting to hear of what decision was made either to repair or replace my unit to a functional capacity.