American Home Shield [AHS]
Reviews and Complaints

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.

I have plenty of money in the bank, but AHS is the only company to NOT be able to collect money from my bank credit card. I eventually set up bill pay with my bank, only to discover that the 4 different P.O. Box addresses that were given to me by YOUR agents were all WRONG. I could not believe it! Today (6/8/22) I received a 5th different mailing address (after sending money to the last p.o. box that was given to me-no telling me where my money went).

After explaining to today's agent that I was given a different address on the last 4 calls, she came back to the phone and changed the payment address yet again.

I left AHS a year ago because it took so long for you to correct an error on my account. That's what I get for thinking businesses today are diligent and take the time to train their employees.

So sad!

Gerri Powell

910.840.2463

Sat June 4 I requested AC service and was assigned a contractor - Crains AC. On Monday I received a call from them saying they were overbooked and could not service for over a week. They canceled my request and told me to call American home shield and be reassigned. I called and was told they called Fruges AC who couldn’t come for another 10 to 14 days and they called Spectrum AC but no one answered so they left a message. I got a notice later Monday that I was reassigned to Crains because they could not provide another service tech. I asked for Supervisor but was told no one was available I personally called spectrum and left a message for them to call and let me know when they could service me but got no answer. Tuesday, June 7 I called American home shield because I never heard from spectrum. I was told spectrum had canceled my request because they couldn’t accommodate it but neither spectrum nor American home shield notified me or reassigned me. I just got off the phone with American home shield and was told they had no one - I reiterate that no one - to be able to service me. They would put in another request to Crains ACI asked for customer service and was told they had no one available. I repeatedly told Customer Service that I’ve had this warranty 9 yrs and pay my premiums each month and now I’m being told they can’t accommodate my service needs. This is unacceptable! I need AHS to contact me immediately to rectify this issue.

Kit Viator

#[protected]

Lafayette LA 70503

I contacted AHS regarding my AC which was making a loud noise and not working. The first contractor was not available in my area. The second contractor never returned my 5 calls and text. The third contractor stated they were two weeks behind. I would have to wait even longer in this unbearable heat. I chatted with an agent to see if I could find someone to fix it would AHS cover the charges. I was told to my understanding that they would. I moved forward and got someone to fix the unit. I am being denied reimbursement of the invoice. In Louisiana in June the heat is unbearable for a couple of days but having to wait two more weeks, I just couldn't wait that long to have it fix. I would like AHS to cover this invoice due to the fact I had to go through more than one contractor and by doing that I had to wait and then adding more time because the contractor was so backed up. Should me and my family have to suffer in 90 degree and above heat when I could get someone out to fix the issue the next day.

I have been trying to arrange for a contractor to come and fix my free-standing ice maker since May 23, 2022. I had to call on several occasions (at least 6 -8 times) trying to fix the same mistakes the AHS representatives and dispatch department are making continuously, almost every day. Each call has taken up to 1-2.5 hours between the wait time and them trying to resolve the issue with the AHS representatives. Today, June 1, 2022, I only had to work on the issue for about 30 minutes because I was able to tell the representative (Nkhai) exactly what needed to be done. On each occasion, I have asked to speak to a supervisor with no prevail. A part of the problem is that there are no contractors in my area that repair the “Home” brand icemaker and the dispatch department keeps assigning “Sears” and other contractors (who do to repair it, which is causing us to keep going through the same necessary cycle (4 times now). This is unacceptable. The current request # is [protected].

I've had 4 different Technion's come out to fix my leaking A/C Unit in my house 2 to 4 months later I have the same problem water in my living room and garage. I've paid my deductible 4 times and now I'm having the same issue again 2 months later. I've asked to speak to a supervisor. They tell me I can't be transferred to a supervisor. I asked for a refund on my deductible. They replied I can't have a refund.

Our AC went out on Saturday, May 28th. I immediately submitted a claim online. We understood it was a holiday weekend and would not have any assistance until Tuesday. We called to check on the status. Tuesday afternoon we were given the name of a contractor that was 60 miles out and are not available until another week. My husband tried calling earlier today, Wed June 1st, to explain that we have no way to open windows at our house and we have 3 senior dogs and 2 puppies that are overheating. He was hung up on. Tonight, June 1st, at 9pm I called to try and reach a supervisor. I was told there was not one available and that I would have to continue waiting on someone to call me back. We have a 2 story home with NO way to open windows. They are solid pane glass. It is currently 88 degrees in our house. Our two puppies are overheating and having to rush them to the Vet. We need help now. We are going on 6 days being 88 degrees in our house, with limited to no ventilation, and now medical issues. Your company does not seem to be taking us seriously.

On 5/25/2022 I started a work order to repair or replace our water heater as it is letting water run across the basement floor. I was assigned to Stephen's Complete Home Svc in Johnson City, TN, Stephen Reed. He made and appt but was a no show. I called him and he stated he did not service my area. I call AHS customer service and told them. After all said and done. I have been assigned back to Stephen's on four different times. I can not express how madding this is getting. I spoke to a rep today and all she wanted to do was argue. She refused to let me talk to a manager.. Nothing has been worked out. It is time I need authorization to get an outside installed to replace my water heater. HELP!

American Home Shield keeps insisting that I owe them a service fee where a full audit of my bank statements show that I do not.

Contacted their billing department several times. Even sent an email to [protected]@ahs.com on 5/21/2022 with a full audit of my bank statements lining up with my service calls and dates and have not received any form of feedback or a phone call. Called their customer care and billing department again without any outcomes.

There's not even an address where I can send a physical letter.

I'm virtually stuck in limbo land.

I contacted ahs may 2 about a plumbing issue in my shower. I received notice that weise plumbing would contact me within 24 hrs

Nothing so I called them and after waiting two weeks they came. One week they didn’t show up or call. I have heard nothing from them since. I talked with a supervisor at ahs last week and he assured me it would be handled.

Pls help [protected]

Ref: contract #[protected], term 05/24/2022 - 05/23/2023

Withdrawal from Capitol One, 5/17/22, $75.00, air condition tune up cancelled.

Customer Service said it would be reversed.

Withdrawal from Capitol One, 5/26/22, $75.00, customer service could not tell me why I was charged again.

Withdrawal from Capital One 5/24/22, $84.99, customer service could not tell me why I was charged that amount.

Withdrawal from Capitol One 5/24/22, $67.82, current contract payment which is "correct". I was overcharged $234.99

I have been with AHS since 1997 with few problems, but this is a "train wreck"

My bank records agree with their payment history records on my account, but customer service cannot figure it out. They said they would refer to accounting, but it on gets worse.

The May Heating technicians came out to my mother’s home on May 25, 2022, around 9AM to check out why the water was leaking from the air vent in the living room, and why the a/c was not cooling some of the rooms.

After looking at everything they said the a/c was working fine and they replaced a L shape screw/piece in the attic on something where the water pan for the a/c is located. And that the initial duct towards the den crooked. Two hours after they left the water started leaking again from the ceiling air vent in the living room.

Called May Heating back around 12:30-12:35pm to advise them of the situation and that the water was leaking heavier now. Dispatched contacted the technicians and technicians said they were on the south side. Asked if they could come back later that afternoon because the situation was urgent. And having to place buckets in that area to catch the water. Advised that they were two far out and these were the only two technicians they had in the area and the earliest they could come back out would be June 1st.

Explain that the issue was urgent because the water was coming down on the furniture and the vent was getting loose. And again, having to place buckets to catch the water.

Transferred to Kim in dispatched and was told that the technicians could not come back out that day and that they could put us on cancellation list. Or I could call AHS to see if they could get another service provider to come out. She would go ahead and reschedule, but AHS would have to send a recall service order. I understand this is a busy season. But the issue got worst after their technicians left, and they couldn't make any accommodations to come back out to see what happened. My mother is 80 years old with health issues.

Contacted AHS about the service with May Heating and that after the technicians had left the a/c condition with the water dripping from the living room vent had gotten worst. And May Heating told me that they only had those two technicians in the area and could not come back out until June 1st. And that they would put us on their cancellation list if anyone cancelled.

Contacted AHS and explained May Heating advised that I contact them to see if another service provider could come out. AHS rep explained that they would need to speak with May Heating to confirm that they cannot come back out. If they confirm, and they have already given a schedule date June 1st to come back. They would send a recall service order. But would have their dispatch check to see if any other vendors were available.

The next two days I called AHS and spoke with several reps and explained that the situation was causing secondary damage and if they could find a vendor who could come out to my mother's home to look into the a/c issue.

Was told they expedited the matter, and they have dispatch looking for someone who can come out sooner. Then one rep said that another trade service fee would need to be paid. And I explain there should not be another fee because whatever the first service vendor did made the matter worse, and now they cannot come back out until June 1st.

So, I had to call around looking for other service vendors to see who could come out to look into a/c problem. Turn the a/c off for a couple hours so the water could stop dripping. Found another vendor to come out Friday evening and they said the a/c needs to be replaced right away. Now, I need to know if AHS is going to reimburse us for what we may have to pay for out of pocket. Or replace the a/c unit covered under the warranty contract.

My unit is 26 years old and it broke down last winter. I was 5 weeks in my house with no heat and the temp outside was below freezing. I called AHS and they sent out ALL TECH heating and air. They came out and said that it needed a part. They came out four more times again they said that it needed a part. I said put in a diagnoses of replacement. ALL TECH ask me was I going to pay for it, I said no. I have AHS. I pay them 63.37 per month and been doing that since 2003. There response was AHS will not pay for it. Finally my unit was got fixed. Well April 18, 2022, I turned my unit on to get cool and my house continue to get hotter. My unit was broke again this time the air conditioner. I call AHS and again ALL TECH came to my house. April 21, 2022. This time they said that I needed an compressor and coolant,415.00. The tech said they will put a refurbish compressor in a old unit that will break down anyway. They got the compressor and would not put it in until I paid the 415.00 over the phone, so I did. The put the compressor and coolant in and it is still broke. Needs another part. I am 78 years old and the only reason that I am alive is I take 3 to 4 cold showers a day o bring down my body temp. I want AHS to replace my 26 year old unit.

My name is Pamela Russ and I have a contract with American Home Shield I am very disappointed in the customer care and support that I am receiving from AHS.

Last year, I had 2-service request on 08/31/2021 and 09/29/2021 for alleged pipe leaks coming from my main bathroom on the second level. AHS sent out a company to evaluate the problem and informed me that I would need to cork my bath/shower as for water was leaking through the cracks.

That was the first service call, nearly a month later the problem reoccur and I informed AHS and the 2nd service call brought the same company out to re-evaluate the problem and the plumbing company had to open my wall to the tub to see if there was any leakage there and found no leakage.

Moving forward on Sunday, 05/15/2022 as my family were sitting at our dinning table a stream of black water came from my chandler splattering on us to include the table and carpet. This was horrific, we placed an container to catch some of the water, but the damage was done.

I phone AHS Monday, 05/16/2022 to let them know of the issues and for someone to come out to fix the problem. The representative informed me that I would need to pay another service fee of $100 for them to come out. I was totally applaud by this because I feel like the problem was not fixed from the original service request in 08/2021. I told her that I was going out of town and that I would call back on Friday, 05/20/2022 upon my return. I indeed called back and spoke with another representative with my concerns regarding this major issue. The representative informed me that they will send out another plumbing company to look at the problem again with no charge and that I would receive a email with date/time. Of course no email, I phoned in again on Monday, 05/23/2022 to see why I hadn’t received a email regarding my problem, this representative informed me that he didn’t see anything in the notes regarding a service request and that I would need to pay the service fee for someone to come out to look at the problem again since its been nearly a year from the original problem. At this point I informed the representative that I would like to speak with a manager, he told me that there was no one available at the time and that he would have someone return my call. I then informed him that I would like a callback after 4:00pm eastern time. As of today, 05/26/2022 I haven’t heard from anyone!

Right now I have a bathtub that I’m not able to use. This is a family of 4 sharing one shower! RIDOULOUS…I’m really disappointed with AHS experiencing such a horrific matter that should have been solved by now.

You guys receive monthly payments from me each month. For me to pay someone to come in and paint my wall, and shampoo my carpets for damages that hasn’t been fixed is un-heard of.

I would like for someone to reach out to me at their earliest convenience so that we can handle and solve this problem.

Thank you,

Pamela Russ

I call to report a claim on 4/11/22. The contractor was at my home on the 4/13/22. I was told by AHS the part would be delivered to the contractor on or about the 20th of the month. The contractor returned to my home on the 11th with the wrong part. Today is the 25th and my oven is still not fixed. I have called numerous times and get the same thing. They call the contractor, get no answer leave voice mail and email. I have missed Easter, Mother's Day and 2 graduations I could not use my oven. Each time I call I get the same responce of concern, but my oven is still not working.

I have an active service contract with AHS, and my air handler needs to be replaced. I filed the initial service request on April 11th. The contractor came out and stated that the unit could not be repaired and a replacement was needed. I have heard nothing from the contractor since then.

I have called AHS repeatedly to find out the status of my service request, and each time I call, I'm being told that my case needs to be escalated. I've spoken to four different representatives who stated that they were escalating my case, but each time I call back for a status, I'm told an escalation was never done. Do you see my frustration? This has happened four times.

The contractor assigned to me was May Heating and Air. The contractor has not contacted me, I haven't been able to contact the contractor, and AHS has not been able to contact the contractor. I'm told that after the escalation, a different route can be taken, but again, no one is escalating.

I have emailed AHS at [protected]@ahslink.com, but the email was returned as undeliverable. To date, my unit has not been repaired, no one from AHS is calling me with updates, and it's almost 90 degrees inside my house.