American Home Shield [AHS]
Reviews and Complaints

I had a well water pump installed at my residence on March 30, 2022. I have called them and sent things in that they asked for over and over. I still have not gotten payment for service. When I call to try and get this issue resolved, they give me a different answer every time. I just want to receive the payment, so that I will be able to get the contractor paid, please.

Thank you!

On March 21, 2022, at approximately 2:00am, I filed a service request for a leaking shower faucet. At 2:14am I received a response a contractor had been assigned. I contacted the contractor. I was given an appointment for March 22, 2022, between 10:00am-3:00pm. I was advised I should try contacting AHS for an earlier appt as I had to shut the water off to the house and was without water. I called AHS at 3:00pm. I asked if there was any way for someone to come out that day. I was advised if I did not receive a phone call within four hours to call back and ask for an outside authorization. A few minutes after getting off the phone with AHS, I received a phone call from the contractor. AHS canceled the appt scheduled for March 22, 2022. I called AHS at 7:00pm as instructed. AHS was still trying to find a contractor. I asked for an outside authorization as instructed. I was informed AHS was still trying to find a contractor. She stated to allow an additional 30 minutes and to call back if I did not receive a call. I informed her the contractor informed me the appt had been canceled by AHS. She stated she will leave a message for the contractor to attempt to reschedule the appt. At 8:30pm I called AHS again and was advised they were still trying to find a contractor. At that point I asked how late am I supposed to wait? I did not receive a call until 8:16am on March 22, 2022. I was informed I was being given an outside authorization because there were no contractors available. The contractor I had the appt with now had no available appts. I was given a list of instructions and informed they would also be sent via email. NO email has been received. I contacted and scheduled an appt with a licensed contractor. I called AHS and confirmed the contractor was NOT on the list of forbidden contractors. The contractor came at 12:00pm. The problem is not the shower cartridge but the valve. He estimates that the cost would be apprx $[protected].00. I advised him I would need to call AHS prior to accepting the estimate. I called AHS. She spoke with the contractor. She stated he would need to provide the work order in order for me to be reimbursed. I advised her I would pay him out of pocket for him coming today but I would like to have an appt with an AHS contractor for the valve work. I am not able to pay the $[protected] to an outside contractor. She stated the work order is still out and AHS is still waiting for a contractor. At 7:47pm I called AHS again. I spoke with Farah who is offshore. I asked for the status of a contractor because I still have not received a phone call, text message, or email from AHS or a contractor. Farah stated the contractor came out. I informed her he was an outside authorized contractor who was not able to fix the leaking faucet. She stated he would need to send over the request for authorization. I advised Farah I paid him out of pocket. I am not requesting reimbursement. I have paid my $100 fee and I am requesting an AHS contractor. Farah informed me until the contractor provides an authorization showing what the problem was, she was not able to assist me. Otherwise, I would need to put in a new request and pay another $100 fee. At that point I asked to speak with a manager. Farah informed me that would be the escalation department, but they would tell me the same thing. I was put on hold for over 10 minutes. When Farah returned, she informed me the escalation department was closed and someone would call me within 24 hours. On March 21, 2022, at apprx 7:00am I had to shut the water off to my home. My shower faucet was not a dripping leak but a flow of hot water from the shower head. I was without water for 32 hours, until appx 3:00pm on March 22, 2022. I am still without a shower as I am not able to use my shower.

Recently had AHS assign DNG Appliance Services LLC to repair my dryer. I spent hours waiting for a tech only to find he just came to look at it and schedule another appointment later in the week. A tech was supposed to show from 2PM - 7PM on a Thursday. The tech finally showed at 9PM. He said it was all fixed. He did such a shoddy job at putting it back together that part of the drum felt gasket came off and wrapped around my clothes while they were drying. The dryer worked for about a day. I called 3 times to get somebody out to fix it, and they gave me another appointment days later. They said that would be a supervisor, so I don't expect it to be fixed then either. I don't ever want DNG to be assigned to any of my future work orders. For the second week, I'm without laundry service.

I am submitting this compliant, so that it does not occur to anyone else hopefully. I purchased warranty with this company only to have my claims denied when company they sent out denied fixing equipment. First incident occurred the first yr. with the company AHS. I submitted claim for bathroom exhaust fan, since I knew I could put multiple claims due to same type of service... I also added my dining room fan and electrical outlet in living room. I paid $100 for service and company was sent. They stated outlet was fine, fixed the fan in dining area and stated bathroom fan exhaust needed a part, they would order it and get back to us for fixing. No call, no contact a week later so I called AHS. They reported back claim was denied because it was no wear and tear, it was caused by us. I asked to speak to manager or supervisor and after going back and fourth was able to get them to change order so it may be fixed as exhaust fan is on ceiling making it impossible for us /me to damage. They sent company out once more again told needed part? This was already known but AHS did not put this on their claim... 3rd time out* I called to inq. on claim and they created a brand new claim and charged me $100 again not sure how but I had to fight to get that money back. They came out and brought wrong part * brought industrial fan rather than residential fan so it took almost one yr. so at the end the could say part was discontinued and I could accept $50 or pay upto $300 for replacement of fan! LOL $300 to have it replace? wow. I took the $50 and we installed. Of course no warranty on it by AHS since we installed. 2nd claim giving them benefit of the doubt to fix my dryer and washing machine that I was still using but was leaking and could not figure out from where. $100 to have the company Accord check appliance. Tech reviewed reported door hinges needed replacement and glass had crack* it was onside but when pointed out could see it. Washing machine I had load when he came to check, was going to start so I asked him if he needed me to remove clothes.. he stated no just start machine so I can check it out. He then called me over and stated he found leak. I asked where he went to rubber that is around the beginning of rim and pulled on top left corner and stated her look it is coming out from here. Sated he would order part and they would contact me. He left* I could no longer continue washing as you could hear water falling inside unit loudly which was not the case before, Before this visit I could not tell water leaking just see water after load on floor. So for a week without washing machine no call or info. I called AHS and again Claim was Denied! they claimed I damaged machine it was not wear and tear... what? I tried to reason with them and inform them of what occurred when teck was there. That it was working before he touched it but could no longer even wash once he left. So they where going to send complaint and get back to me, a few days later nothing called them once more and they had not submitted anything. I told them I wanted to cancel. To please terminate my contract. They apologized, wanted to give me back the $100 I paid for opening that claim if I did not cancel. I told them no, I just wanted contract cancelled. She continued 3-4 more times to convince me but I said No. she then said Ok, and supposedly terminated contract * but told me to call back if I did not get email of termination. Well I did not, Called again. Once more they tried to make it right LOL and give me that $100 and submit request to review what had occurred. I explained that was suppose to have already gone out but never did. I do now want this, I do not want $100 back, I want to cancel my contract. She said she would complete request. She then proceeded to want to charge me for cancelation. > This company does not have us/ you in mind. Company they are sending to you home do not want to fix anything and want to put the blame on us so it is not fixed. AHS is not taking responsibility and agreeing with them and not paying out to have items fixed as they claim it will be fixed or replaced. Not true. I home my experience with AHS gives you an insight to what you will be getting into if you purchase home warranty from them. Do not do so, not worth it, and their employees* Call center do not take notes accurately to make claims and ea. time you call you have to explain your situation and nothing is resolved. You will not be transferred to a supervisor or manager as they claim they are not available to transfer they will offer a call back that will never ever come. I am still trying to get my money that was taken out for the month I had already cancelled with them. I had to go through my bank. Beware of American Home Sheild.

We have a service contract with AHS. Upon contacting them due to our air system needing repair-we were quickly provided with a company name and dispatch information. They quickly took th $100.00 call fee.

We attempted to contact the company but no one returned our call. We contacted AHS and asked if we could be provided with another contractor and they said there was no one else. We asked if they could consider it an emergency as it is 90 degrees and the temperature in the house is increasing and they could not expedite it and instead stated it is normal protocol. Secondly we asked for a manager and for 30 minutes we were told the manager was on another call. This is not good service. Customers determine what is normal/emergent for them not the company who we pay. In addition, managers should always be available to speak with customers when needed.

AHS is a disappointment. The efforts that re put into marketing should be put into customer service.

Service order placed March 14, 2022, for broken fridge not cooling properly.

No contact from the service provider "smart environment" always received voicemails.

AHS finally contacted "Smart environment," said they would phone me and they did only to say that it would take 2 days before coming out and that was because they received a cancellation.

I asked if we could find a local service rep to service the fridge sooner and Maya the rep said, "Yes, and when you find them contact us back with information so we can change over the service provider."

I called to check on the status, only to have Joshua tell me that the original service contract was not canceled and the reps would be out on March 18 between 1-2 pm.

On another follow-up, March 17 spoke with Cara only to say the service contract is canceled and no one will be coming out and I have to start over if she can't reinstate the old service contract.

We are losing food every day and with this inflation, you know this is very expensive. I only want the service for which I pay. NO one is doing their job and they are very disrespectful liars and incompetent. I get we are outsourcing but we need competent people to do their jobs. Please call me at [protected] or email me at [protected]@gmail.com.

I just purchased a house and I've requested service on multiple issues. My furnace is extremely loud. A tech came out and said it needs an $800 part for the fan. He said he would put the part and noise issue in the report. When I looked at my account, the request for the furnace was closed and completed. I called customer service multiple times, and Sears where the tech came from. There was no record of anything on the report. I was told it showed everything is working fine and no issues.

Sears said that THEIR report shows details of the part and notes.

This was then sent back over to AHS. Request still shows that everything is working fine.

I'm not sure why I can't get an answer. I put the request order in on 2/11/22.

I researched AHS quite a bit for specifics on the contract before I signed up. When I felt like I would be able to get services that I needed, I got an account. Between this, an electrical issue, a tub issue and trying to figure out why I have an additional unknown service call charge, I'm pretty disapointed. There's no way to even talk to anyone at the company to help. Maybe they don't think people will complain?

I have not been able to use my dryer since my first repair request, in November. Today is the third time that wrong parts was ordered, by AHS. Again, today, the tech from Intertech was unable to repair my dryer due to receiving wrong parts. This issue is getting more and more frustrating, as I am continuing my monthly premiums for a warranty service that is not living up to its contract by repairing my dryer or replacing it. I feel undervalued as a customer and neglected. My initial request for dyer repair was for loud noise, but I was able to continue using it. The technician from Kingdom Repair was supposed to fix the loud noise, but ended up damaging the motor and blower, which disable further use. Intertech has great techs, but AHS keep ordering the wrong parts, or your Company can not find the correct parts. Again, I am having to wait for AHS order to come in to repair my dyer. That may take another month. Five months is too long for anyone with a warranty service to go without a working appliance, such as a dryer. Please honor replacement.

Thank you

WE have been AHS customers for several years, never had this much problems.

On Feb.15 2022 we contacted AHS about a plumbing stoppage. AHS sent a

ROTER Rooter co. from Abilene Texas which is 90 miles away .Roter Rooter

the tech. said that they needed to run a camera down the roof vent but they did not have a camera with them and would have to re schedule. Several days later

they showed up again with a camera then told us we had to pay 375.00 so they could get on the roof to run the camera down the roof vent. We called AHS they said we had to pay that , why would a company send a company that works from the roof vents down and then not allow them not to get on the roof. We

paid the 375.00. Then RR said we had to have a two way clean out installed , they said it would cost 875.00 for them to install it. We contacted a plumber in San Angelo who installed one for 351.00 that we paid .Now after we spent 375.00 , 351.00 and 100.00 AHS fee . AHS will not pay for the plumbing sewer lines to be reemed and cleaned out even thou the plumbing lines are under the slab of the house. We are out all that money and AHS will not keep their word. Contract [protected]

I am requesting payment for replacement of my heat pump which was recommended by your contractor. See the attached letter.

March 15th, 2022

American Home Shield

Claims Department

8002 Westway Dr.

Harlingen, TX 78552

Re: Insurance Policy Claim Account [protected]

Dear Claims Professional

I have a home warranty as shown above to cover the property at 73359 Oriole Ct Palm Desert CA 92260. In accordance with our discussions I am exercising my option to replace the Heat Pump System which is old and has broken down. As discussed it make no sense to repair it or to go through and elaborate expensive test of this old system, as it will waste money and Freon. In accordance with your contractor’s recommendation I am authorizing replacement to avoid throwing good money after bad. I have his statement and the statement of an additional repair technician from a difference company both agree it is illogical to repair the unit. I have exercising my option as outlined in section C subsection 8. Obviously your company has an obligation to contribute to the replacement of the unit. Please pay this cost, I have including an contact from your contractor with the cost. Please consider this a demand for payment.

Bill Landsiedel

Attorney at Law

Law Office of Bill Landsiedel

Enc: Contract to replace Heat Pump

In April 2021, I called regarding my stove top/cook top.

Darryl's Appliances was the assigned technician.

After a couple of months, in July 2021 - Darryl Appliances checked my stove top and ordered parts.

Since, I could not get in touch with Darryl's Appliances; I was told by AHS that parts came in on September 2021 to Darryl's Appliances.

Since then, I have been calling Darryl's Appliances TO NO AVAILABLE. I left numerous messages with NO REPLY BACK.

Since then, I called AHS with a reply " AHS will write an email and call Darryl's Applicances. THis has been going too far and too long. Could someone please fix my stove top?

Debbie Angelo

[protected]@aol.com

I put in claim to American Home SHIELD for repair of my 2 1/2 yr old Stacked washing machine in Dec 2021. They hired Express Appliance to repair.

The technician said a part was needed.

AHS orders the parts. Three times the part arrived damaged

The Express Appliance said needed two men to do the part install. Each time Express scheduled the install whenever they could send the only 2 techs they had on Long Island out to us. Finally today March 10th ! They came and installed the part. And told me it was fixed and they rushed out. I didn't have chance to check out the equipment because I needed to leave. When back home, discovered they had damaged both the washer and dryer And broke the handle on the adjacent window they must have opened for air &, where they left some screws in the sill .

There is a 12 inch gouge and n the glass window of the dryer and several large scratches in the enamel of the washer. Additionally a small access door at the bottom of washer is broken

AHS REP said they aren't responsible for damages by the vendor! I didn't hire the vendor . I relie on AHS to hire reputable and responsible. Service company so I don't have to stress about who to call.

The two men are Martin & Dandrell

Rex Tibbens or whom it may concern,

I'm having issues with my Lowes Ecard. I was given the cards to replace my refrigerator. I got one for $2000 and the other for $235. I used about $15 to buy a hose for the back of the refrigerator. I waited about 5 days to use the cards to purchase the new refrigerator. In that time I believe my email was hacked. My cards were no longer in my yahoo inbox. They were not in the trash either. I contacted yahoo and they reinstated the emails for the past 7 days. I went to Lowes with the emails and Lowes said there was $0 balance on both cards. I've been back and forth with your replacement area, and they don't want to cancel the other cards and give me new cards to make the refrigerator purchase. This has been going on for about 2 weeks now, and I've gotten nowhere. I'm still without a refrigerator. During this time I changed my email password, and the cards yahoo put back in my inbox are nowhere to be found now. I changed my password a second time. Your 2 people in charge of the ecard area are not helping or wanting to contact me personally so we can figure this out. If the cards have a zero balance, was it because of the email hacking and putting back in the inbox or where the cards actually used by someone other than me? If so we need to track surveillance cameras at that Lowes and why didn't they have to show ID to use the cards? I'm frustrated by this whole experience which is not all your fault, but I need resolution so I can purchase a refrigerator. Lea, US manager I somehow I got in contact with yesterday said she would contact me yesterday or today after talking to the girl in ecard area. She did not contact me yesterday or today like she said she would do. Now Lowes will not reimburse the cards stolen, and Lowes will not help because the balance is $0.

I just need the money to replace my refrigerator.

[protected]@yahoo.com

I opened a works order back in November with American Home Shield.

A contract was assigned with the following details

Service Request #:

[protected]

Service Professional:

DMV PLUMBING & HEATING LLC

[protected]

Service Request Date:

11/16/2021

The contractor came and cut off my ceiling and said it could not identify the source of the leak while there was a clear sign it was related to a leak.

They said they will leave the hole opened so I can monitor and possibly identify the source of the leak which I did.

Si ce them I have made several attempts to have AHS assigned the contractor or another contractor fixed the issue and have the hole close out but it’s silent. Many time I was told my issue was escalated or a recommandation was made to find another contractor and that’s it.

No more feed back from them, no sign of another contractor. The case is marked as closed in my account which is clearly not because the hole is still opened in my ceiling.

I found this report page so I wanted to use it to voice my frustration.

I had my heater coil replaced. Was told it would take a week to come in, once it arrived. AHS canceled my work order, stating there was Alge on my heater coil and that's not covered. Well, Alge doesn't grow in dry places, so I did a three was call with AHS and the tech that provided the service and asked what the cause of the fault was. He stated there was dust but no Alge and that it's an old component. So, with that the denial was based on false claims from the escalation department. So, when they came to fix the heater I told them it was in the works to be approved. I called AHS and they said it was good to go and that it was approved, when it came time to pay they Tech said AHS covered it and everything is good to go. A month goes by and I get a call from a debt collector and they are asking for $680 dollars from the Air technical, I called AHS and asked what happened and they said they would look into it, once they did they said it was a glitch on their end. So I called back the collector and paid, AHS said they would reimburse me. Now I'm going back and forth with every AHS employee trying to get this situated but no luck. Only because everyone that stated it was approved didn't write notes or make any kind of attempt to get it taken care of.

My washing machines has been broken since May 2021. On 5/12/21, Fifth Avenue Appliance (work order #[protected]) was sent to my house to fix my washing machine. On 5/20/21, I was informed by Chris at Fifth Avenue Appliance that the part could not be found and AHS would try and find the part. On 6/15/21, I spoke to Chris to find out the status of my washer. I also spoke to Aileen in AHS parts department, who was to send an. e-mail to Fifth Avenue.

On 6/25, I spoke to Ray, at AHS, who informed me that no part was received.

On 7/20/21 I spoke to Chris at Fifth Avenue Appliance again on the status of the part. On 7/21/21, I called AHS and spoke to Faith (AHS) on status of the part.

On 9/7/21 I spoke to Karen (AHS) about my washing machine. She said she would refer this problem to the Authorization Department. AHS has been giving me the runaround. AHS had not done anything to rectify this situation.

On 12/6/21, I spoke to Fechie (AHS) on status of the washing machine. I was told of the following options: Appliance replacement or cash out. On 12/6/21, I spoke with Chris (AHS) supervisor who cofirmed my address and told me she would have to talk to Purchasing Department and Contractor Relations Department. On 12/7/21 Chris (AHS) superisor called me back and told me the Contractor Department would e-mail her back with final decision. I was called back by Chris (AHS) and told I would have to get another work order because it was such a long time and I would have to start over. I informed her that this was not acceptable. I told her that I had 5 contract for 5 different properties and I would be contacting BBB and looking for another company because AHS motto is if we cannot fix it we will replace it. It is in my contract and therefore AHS lied. They did not care that I would have to go to the laundromat or be able to wash my clothes.

February 6th, AHS was contacted about the heater not working. On Feb. 7th, the technician sent out assessed the issue was the heat pump. He informed me that he would place the order for the part but don't expect it to arrive for four weeks.

On Tuesday, March 1st I spoke with a representative from AHS regarding the standing of the order. She said she would text me later in the day when she heard from the parts department and the technician. Mind you, I never heard from her or anyone else. I than left a message with the company hired by AHS but never got a return call.

On Friday, March 4th I called AHS. The agent couldn't help me. I than contacted my daughter to help me as I feel that no one is paying attention to my problem.

My daughter calls on 3/4/2022 and gets a similar run around from a 'new agent.' She also leaves a message with the company that AHS has hired.

She receives a phone call from the technician that he hasn't received the part from AHS.

She than contacts AHS again and this agent calls the parts department and finds out that the order placed on Feb. 7th has been kicked out/cancelled as it does not contain the part number. He calls the technician to share he hasn't completed the paper work correctly. The technician calls her back and shares the same information. He claims he has worked with them for awhile and that he has never been required to be so specific but has completed the so called paper work that they have requested.

I am 81 and live in the hill country. February is the coldest month of the year in TX. I had no heat and a small tiny electric heater that my daughter brought me to stay warm. I am extremely frustrated with the situation as we are do for another cold front on 3/12 and predicted to be below freezing again.

The situation has put undo stress on me. I am now told it will take another 4 weeks or more to get the part that could be purchased locally. I live on social security and do not have the income to go and get this done by an outside company.

While my daughter calls daily to track the part, we are exacerbated with the level of incompetence we have encountered. It took calling a third agent to find out the part was cancelled. The other two agents did nothing but 'document' are inquiry.

We have been told there is no way to escalate this issue. My daughter will be reaching out to the local news station for help.

On 2/21/22 I used the garbage disposal in my kitchen for food scraps and the drain clogged. I contacted American Home Shield (AHS) and put in a service request for clogged drain. On 2/22/22 a plumber from Sirus Plumbing came out and removed the P trap in the kitchen sink and proceeded to use a handheld manual small auger to clear the drain. After a few minutes he put the pipes back together and turned on the water only to see the clog was still there and said there was nothing more he could do based on AHS policy. He tried to upsell me $295 for a camera view he could do another day of the drain to find the clog which is on the invoice. After I made a complaint to AHS they sent a second company out on 2/28/22 in which he brought no tools and was there only to do a second opinion he stated. Upon looking at the standing water in the sink he agreed there was a clog- and that was it. He stated he would have used the same manual tool. He then said that the clog would have to be cleared from a vent in the roof and that is not covered nor would he even do that. He said he would submit the paperwork to AHS, but it would be denied also stating that my sink was reconfigured which it has not been. After he left I immediately called a local plumber who came right out. In less than 1 hour my clog was removed from the sink drain with access to the drain right from the sink area- he used a standard machine auger in which he said was necessary as the manual handheld does not have the power to cut through clogs if they are not near the actual sink area. Today AHS did indeed deny my claim stating that it would be necessary to go through the roof vent because of the configuration of the drain under the sink. That has already been proven to be a lie. I was charged $125 for the service fee from AHS in which their contractors did nothing. I was charged $234 for a plumber to come out and clear the clog. I am requesting $359 refund to me and cancellation of AHS contract effective 3/2/22. AHS is stating they will charge me $83.99 to cancel my contract as an administrative fee.

My water heater is leaking and flooding my garage for past 3 days. This is recall they didn’t detect it on Feb. 8 when here. The original company can’t send someone out for a week, the tech had car accident will be out a week. Asked for diff. Company told can’t on recall. Supervisor said same thing. Want to speak to someone in U. S., tells me he can’t transfer from Caribbean. Supervisor called me from outside U. S. Unable to help.