American Home Shield [AHS]
Reviews and Complaints

On Sunday, April 3, 2022, I return home to find a water leak in my home. My wife contacted American Home Shield via their website to schedule a repair. By Monday midmorning, I contacted American Home Shield by phone to request and update on the repair as I still had an ongoing water leak.

The agent said the request had not been processed due to a lack of American Home Shield [AHS] contractors in the area. I requested a repair be set up asap. The agent promised I’d get a call shortly to set up a repair Late Monday afternoon, I called again about a repair. I was told no viable AHS technicians were in the area.

The agent then gave me verbal permission to obtain a technician to repair the leak & I would be reimbursed, per the agent on the phone, for the expense of the repair. I was told by the agent that [I] was supposed to submit and estimate of the work and given an email address and authorization code to submit the estimate for the repair.

I was given the code 109425888JC as confirmation to begin the process.

I was unable to obtain a service call by a plumber at that late hour, On the morning, Tuesday, April 6 2022, I was able to get a plumber out to give me a bid on the repair. I called AHS and the agent said I was good to go, was authorized the repair, to have the repair done and then submit the invoice.

On April 6, 2022, I sent in the invoice to be reimbursed.

On April 7, 2022, I received an email saying to invoice was disallowed, because “I didn’t follow procedure as outlined by the email” which I didn’t receive until after the repair was done and after the agent verbally authorized repair.

From that time one, I have made dozens of calls, of which I was given unrealized promised of payment and then finally old that the reimbursement would be disallowed as “procedure was not followed”.

AHS has also charged us $100 as a technician charge – which since they did not have a contracted technician in my area and I had to find one myself. This also was another prevarication.

AHS has committed consumer fraud in this activity.

I would like relief as to the $400 reimbursement and the $100 charge for a non-existent technician.

AHS charges an annual fee of $1500 and advertises that they will cover these types of home repair claims.

I would like relief and restitution on the annual fee as well since AHS has failed any good faith effort to honor their contractual obligations.

AHS is engaging in fraudulent activity and deceiving Texas consumers.

AHS should be prohibited from doing business in the state of Texas.

John L. Havens PE

254.424.4655

My refrigerator went out in February and they have not replaced it. It has been deemed unrepairable

Created on: ********** fridge problems. ticket reference * ******** ** I was told this was escalated over *x and never received a call from anyone. repeated calls with no resolution or callbacks EVER **Due to the Huge delay and no response from the vendor you assigned. the tenant had to purchase a mini-fridge due to needing to refrigerate medical supplies. **we repeatedly could not get ahold of the vendor, they repeatedly would just send text messages changing their appointments. They would not answer any of the multiple voicemails we left they showed up unanounced **days later with * other people at *pm at night and within a few hours, the fridge failed. **we could not get ahold of the vendor and called AHS they could not get ahold of the vendor. We sent a tech to diagnose- the parts they installed were not done correctly we have photos. **we called AHS at every turn - recorded lines show all of the documentation that not even AHS could gain contact with the vendor. **we have all Documentation, Texts and notes, **we had to approve repairs to the fridge due to the abhorrent failure of the vendor and AHS. Please review all VOICE RECORDINGS this is unacceptable.

My furnace stopped working April 2nd, 2022. I put in a work order with AHS for the furnace on April 4th 2022. AHS dispatched a company to my house that same day. The company arrived, did their evaluation, and said they had to order a part to fix the furnace. They ordered the part on April 5th, came back to install the part April 13th then told me they still couldn’t fix the furnace because they had to order additional parts. I have not heard back from the company and today is April 25th. This company has a bad reputation of coming to fix an item, saying they can’t fix it because they have to order parts to complete the job. After waiting for them to return with the new part and install it, they then say that part didn’t fix the issue and that they have to order additional parts but they never showing up again nor do they order parts. I've called the company multiple times for an update but haven't reached anyone nor have I gotten a returned call after leaving messages. I’ve called AHS multiple times as well to follow up and they keep giving me the run around and telling me they sent the company emails and left messages multiple times, but the company has not responded to them. The multiple AHS reps say they will call me back in a few hours with an update and they never do. I was also told by someone from the escalation department that someone from the contractor relation department would call me back in 24-48hrs, they never did. We are approaching day 8 and they still haven't contacted me. Today (4/25/22/) I've called AHS many and still no reprieve. An agent from escalations said she promise that she'll call me be back NLT 1pm EST 4/20/22 with a solution and I haven't her from her either. I have a disabled veteran and an elderly person living in the house with health issues that are being complicated by living in extremely cold temperatures. I’ve called AHS back at 1:50pm on 4/21/22 because no one called me back; I got the run around again by another rep. I asked to speak with a manager or supervisor, and he said he couldn’t just connect me with them, but he could put in a request or them to call me in 24hrs. My family is continuously getting sick, and no one is trying to get my furnaced fixed.

Please be advised that after discovering that our coverage (see information below as well as coverage for 345 Donegal Way, Martinez CA) was increased without notifications to us, we called three times to cancel our home coverage. However, the retention Dept offered us the fiorst three months free therefore we kept our policy with that promise. Please cease and desist from sending past due (urgent notification emails) emails and update your data base that these two coverages have now been renewed and updated. Or else once again and PERMANENTLY WE WILL CANCEL OUR COVERAGES. thanks Jay Jahangiri: [protected]

CONTRACT NUMBER

PROPERTY ADDRESS

[protected] 2144 PINE TREE LN

POLLOCK PINES, CA 95726

I submitted a request to AHS on 04/10/2022 that my hot water heater is out and that I need to have someone take a look at it. I received an email indicating that Pennington Plumbing Services received the request and will respond with a request date and time for the visit. I did receive a text message from Pennington Plumbing Services with a schedule date of 04/12/2022. I responded to the text message with confirmation and pictures of the tank and info plate on the tank.

On 04/12/2022, a representative from Pennington Plumbing Services arrived and worked on my tank. He later informed me that the hot water tank will have to be replaced and that he will need to submit a request for approval from AHS to replace the tank. I informed him to please move forward with his request.

After 1 to 2 days have passed, I tried to call the Plumbing Services company on my notice and its status. My calls always goes to voicemail. I finally called AHS to get an update and they informed me that they have not heard anything from the Plumbing company. They tried to call them while I was on the phone with them. The AHS rep decided to send them a notice for a response within 4 hours. They finally contacted them with the request and a request for me to approve about $760.00 of additional costs which (I do not understand) but told the agent that I will pay whatever it takes to get my hot water running.

It is now 04/18/2022 and I still have not heard from the plumbing company on when they can schedule a date to install the hot water heater. This has been a very frustrating experience in which I was told by AHS that they will replace any items for free if they are not able to repair the appliance at that time. I am now about to be charge an additional $760.00 to even get this repair work completed.

I have had to boil hot water to bathe myself, I unable to do laundry, wash dishes via my dishwasher, unable to entertain overnight guest and the list goes on.

On March 20 I called for service on water heater leaking water. AHS select Prime Plumbing as contractor. Contractor showed up 3rd day into call, took picture of one of the defective water heater parts and stated "someone will call you I have other jobs to get to". The next day I called Prime who stated they were waiting for authorization approval from AHS. I then called AHS and they stated Prime Plumbing never sent the authorization request. I got pass back and forth between AHS agents (in China) and Prime Plumbing (Gainesville) and not one could give me an ETA for service completion. After enduring more water leaking, being passed back and for between AHS and Prime and no service, I contacted Roto Rooter who showed up on the same day and fixed BOTH defective parts on water heater. I was charged more than it cost me to have AHS home warranty coverage. I am in the process of cancelling my current AHS home warranty coverage.

On March 30, 2022, I had a "tune up" on my air conditioning system for $75. The technician could NOT find the problem but noted I was low on freon. Okay it has to be low for a reason. So I logged a Service call the next day and Ambient Air of Tucson came out. Deductible: $125. So now I have spent $200. March 31, 2022.

Ambient Air diagnosed the problem has a bad thermal expansion value (txv). The submit the claim to AHS...and nothing. Three days go by, Still nothing. Ambient Air submits the claim a second time. And we wait some more. They ended up submitting the claim a total of 4 times. Finally, on April 14, 2022 (two weeks after the first technician came out) AHS approved the claim. In total, I have been without a/c for 17 days now. AHS called as soom as they received approval and they are coming out on April 19, 2022. I will have been without a/c for 19 days.

I live in Southern Arizona. Temps have already reached 97F during this time. I am 70, and it is very hard on me NOT to have a/c. Yet this company dragged their feet for 2 weeks because they claimed their never got the diagnosis from the contractor. Yeah. I believe that. NOT!

I had to call AMS for a issue. I shower was turning cold in the middle of taking a shower. A plumber came out said it was a valve and would have to order part. Part came a week later and plumber stated it would cost 350 to fix and AMS wouldn’t cover it. I called AMS and they said it would be covered and they would contact plumber. This issue has been going on for 2 months! Every time a call AHS they say it will be resolved with 24-48 hours. Finally call back and want some kind of answer and they say I have to pay another service fee. I wouldn’t pay them a nickel and now they want me to wait 24-48 hours to talk to a supervisor. When I did actually talk to a customer service representative they were rude and said things under there breath that they thought I could hear. Worst place no customer service they don’t care about anyone

We put in a service request to have our dryer repaired because the drum was not turning. 0n 3/25/22, a service tech came out and discovered the belt needed to be replaced. A few days later when we washed some clothes, we noticed that the dryer was making a new noise that we never experienced in the past. We contacted AHS and created a new service request on 3/29/22 for the same company to come out and re-check the dryer for new problems. The service tech noticed the noise as odd too but could not figure out what was causing it. He decided to loosen a couple of screws that were located near the lint trap on top of the dryer to lessen the noise but he did not fix the issue. We contacted AHS after that second call and advised them that the problem was still not fixed, in which they said that they would contact the service company for more information and get back to us on 4/11/22. We did not get a response from AHS and called them to find out what was happening on this issue on 4/12/22. We were told that the request was completed and that no further service would be done for noises. The service request # [protected] was pending before we called for a status but during that call it was changed to completed. When we questioned that status we were told that they do not continue service requests for noises on appliances. The information they received came from the service company that created the new noise on our dryer and lied to AHS to complete the service request. We have been members with AHS for 5 years but after this last experience, we will likely be looking at their competitors for this insurance for the future.

First I must note that American Home Shield is NOT the same company it once was just 2 years ago. It is how completely managed overseas. Every phone call - even to its supposed HQ in TN, USA - is answered in the Philippines. It is difficult to understand what the agents are saying, and they are merely reading from a procedures book. I have been waiting since Jan 2022 to have my wall furnace replaced . It took them until March 2022 to even send the promised Sears tech to inspect it. The service tech confirmed it needed replacement, but AHS has yet to authorize the replacement over two weeks later. So over 3 months later, I still have no heater. I do not understand how sham companies like this are allowed to remain in business. AHS only pretends to be in the home warranty business.

We were told when we enrolled that they covered high end appliances since we had a Subzero fridge and freezer. They had said that both would be covered.

When we had an issue with them, the technicians came out right away to try and fix the issue. When the technicians couldn't fix it, they put in for a replacement. The fridge cost us $11,000 to replace and the freezer cost us another $6,000. When we received the replacement check, it was for $2,880. When we called, they said that they only covered a maximum of $3,000 per appliance. When we asked them about the freezer reimbursement, they said that they do not cover free standing freezers. So the coverage that we were told was far from what they actually covered. They only covered 17% of our costs. Then when we said we wanted to cancel our service, they kept the auto fee feature on. SO we were charged multiple months and they said that they won't reimburse those months. DO NOT USE AMERICAN HOME SHIELD!

Issue: April 2019 I called to cancel Contract [protected] for 1 emory Court, Millstone township nj 08535 linked to [protected]@hotmail.com and they advised it was canceled.

However, We have been getting charged monthly since April 2019 to now. this is ridiculous . I's robbery.!

I spoke with Lester on 4/4/22 Badge No 514189 he agreed this was AHS Mistake and submitted a request for Credit. Prior to this call. I also called numerous times w. no resolution.

I just called back and I was told I wasn't receiving any refund and that my contract is still in place.. This iS WRONG! I need my refund from May 2019 until March 2022.

I will get my Lawyer involved if Needed

I need someone with the power to process my refund to call me back asap! 908.692.0952

Thank you!

I have had an account with this company for 3years. Now that I am calling on them, I continually get the run around. The very first claim for my refrigerator was put in and answered. Someone came out to repair including repair man having to order parts and returning to install new parts all happened within 6wks. from original request. During that time, in beginning of Feb, 2022 I also called in for a repair of my electrical switches that is also covered. They have given me so many run arounds reasons including the company they referred me to. It's been almost 2mos and I still don't even have an appointment for repair man to come out.

On Feb 22, 2022 I contacted AHS to request servicing my double oven. The heating element was out on the upper oven making it unusable, and the lower oven heated slowly and irregularly. The lower oven took 20-30 minutes to reach 350 degrees, and sometimes it would heat to 425 or 325. A service man from Accord Appliance was dispatched and looked at the oven on Feb 28. The serviceman determined that the heating elements were not working and needed to be replaced for both ovens. He said he would order the parts and return in 2 weeks. The serviceman told me that he would order the parts, but AHS had to approve it before he could repair the oven. I waited two weeks and didn't hear from Accord Appliance, so I called them and they told me the ticket was closed. They didn't know why. So I called AHS to inquire about why the parts weren't ordered and they informed me that Accord said the problem was resolved so the ticket was closed.

AHS suggested I open another ticket and have a senior serviceman come out to look at the oven. So on March 24th the same service man was sent from Accord Appliance to rediagnose the problem with the ovens. He remembered the problem and said he had ordered the parts before but it must have been denied. He said he would resubmit the order for the parts. I followed up by AHS on March 29th and they told me the serviceman requested parts to replace the oven door hinge. I explained that there isn't a problem with the hinge. The problem is that the one oven doesn't heat, and the other is irregular. AHS offered to send another serviceman out to rediagnose the problem again.

At this point I determined that the two companies (AHS & Accord Appliance) aren't interested in fixing the oven. On April 5th I cancelled the policy because the only solution AHS offered was to send out another repairman from Accord Appliance to rediagnose the same problem they already diagnosed twice.

This is more than inefficiency or poor communication between companies. I feel as though AHS sells a fraudulent policy that they have no intention of fulfilling.

Today pipe burst! No running water for over 4 hrs plus waiting on dispatch to get emergency contractor! The children can't eat, drink, use bathroom which is not humane! Could have had a contractor out myself but @AHS_Warranty declined to authorize independent contractor. Instead they have me wait & keep my phone line open for the dispatch department while me and my children suffer. This waiting game @AHS play with you during an emergency is nothing but a ruse, an attempt to buy them time, because in actual they do not have contractors that do emergency work. They do not care about my children, the water damage to my home from the burst pipe, the distress, panic, and anxiety I feel.

[protected]

Have not heard any update on my ice maker maintenance. I call every week only to be told to call next week. Apparently it’s taken over 3 months to realize the part can’t be purchased. Meanwhile, I am still waiting for service. Your system has a flaw when customer has to keep calling for updates. This customer is disgruntled.

I was assigned a company to come out and fix my gas range. The company came out and told me that they would have to order a part for my Samsung Range. That was Jan 24 2022. The company let a message on my home phone on 2/18/22 to say that they had the part. I don't know why he called on that phone when he came out to my house I informed him to call my mobile phone number. I called back in early March and spoke to a young lady and she said the company said that they could bring the part out today. When I contacted the company he said no he couldn't come today but he could come tomorrow. I informed him I had to work and that we could scheduled it for the following day he said ok. I said please call on my mobile so I won't miss the call. I haven't heard anything from the company. Today is April 1st. I just got off the phone with Ellie at 10:03 4/1/22 she informed me she couldn't get in touch with the company. She informed me she put out an urgent request so she could see what's going on with the part. Ellie said I should hear something back within 24 to 48 hours. I haven't had anything like this to happen with American Home shield and I really would appreciate someone to come out and fix my range. If I could get another company I would appreciate that.

I scheduled appointment with American home shield in December of 2021 this appointment was canceled and rescheduled 3 times By the contractor Upon showing up diagnosed the problem supposedly ordered the part haded sent to my house and was supposed to come back and fix it only to find out that he closed the ticket and nothing was ever done I have been waiting for 4 months still paying my deductible and the $100 charge. I even told them to come and look at the part to prove it has not been replaced. I have called customer service 8 times and every time I am given a different answer or a different excuse. I have emails from the service Tech of all the cancelations as yes as well as his phone call to let me know that the part was on back order but those don't seem to matter

I have never owned a policy like this. I did not read all of the details in advance.

My continued insurance coverage at risk. The agent noted old furnace was 1978. Per his observation - the average life of a furnace is 15-20 years. Furnace was 43 years old. "The reason insurance companies refuse to insure homes with old furnaces is the high probability of the furnace malfunctioning...soot...carbon monoxide..." leaking into the home.

I replace this old furnace ASAP. .