American Home Shield [AHS]
Reviews and Complaints

I recently requested repair service on my GE dishwasher, the second time in one year, for the exact same problem. The contractor, from Flemming Appliance Repair, first responded to my request and was at my house no more than 5 minutes before telling me it was a control board issue. He ordered the part, and I had to wait over a month to get it. He came

Friday of this past week, and told me it was repaired. I cleaned it out first, which I do weekly, and after washing the first load since the repair, I opened the door to find wet, dirty dishes, with detergent everywhere... just like before.

I have previously stated that I suffer from an immune disorder that affects my hand, so you might imagine how difficult washing dishes is for me. How long do we have to continue this process before I am able to get a new dishwasher? As I said, less than one year ago, the same thing was happening, and that contractor said it was an issue with the detergent door not opening at the proper time. This contractor said the same problem was due to a control board issue. Neither were correct, even though the dishwasher did work, not great, but worked okay, for a little while, the first time. (it has never dried my dishes properly) Please advise as quickly as possible, because I can't tolerate much more of this.

I recently called for a visit to check my furnace - I paid $100 for a service visit - The tech, before turning on the equipment or opening the from cover said that the equipment needed to be replaced. It is almost like going to the mechanic and being told that you have to replace the engine because you have an old car, before performing a diagnosis.

Then the tech proceed to take a photo of the equipment model number and left the premises. After just a few hours received a quote to replace the entire HVAC system for a total cost of $11,467 including Condenser, evaporator coil, and furnace. (what a deal right?) I called another company to compare prices and they gave me a similar price of $11,100 second quote was just to replace everything no assessment of condition.

A few days later I received an email from Yazd Mechanical telling me that they reported to American Home Shield that the furnace needed to be replaced, but some of the modifications were not covered. the quote is given for the portion not covered was $ 5,950. Remember the entire system (Condenser, Evaporator coils, furnace, and all necessary modifications came out to be $11,467.

Something is going on. I call a third person, who did an inspection of the equipment and gave a quote for replacing the entire system. His quote was $5,500 WOAH! I called American Shield mentioning the SCAM trying to be performed by Yazd Mechanical Inc.

American Shield said that they could buy me in if I wanted to do the work somewhere else. I decided to see their offer. I received an email today saying that they will offer $498 Woah! I was shocked. Please remember that I had already paid $100 for a non-assessment received.

I called American Shield and I ask for a breakdown of the cost for the number of hours estimated, labor rate, and price of the equipment. Just a reasonable request to determine the cost of payment of $498, not really that much but $398 because there was no assessment done.

American Shield refused to provide the information "We are not allowed by rules and regulations they said" There it seems to be no transparency and it made me think that American Shield is not being honest or doing something illegal.

The typical rate for an HVAC in my area is between $100- 150 bucks an hour and a furnace will take between 4-10 hours depending on the existing conditions. In addition, a furnace will cost approximately $1,400, even if American Shield purchases the equipment at a wholesale price, it will only reduce by 40% percent top. - believe me, I do cost estimates for living.

American Shield also said that Yazd Mechanical will be providing the furnace equipment - (really)... let's quantify the totals:

If the furnace takes 4 hours to install at an hourly rate of $100 that right there is already $400 on the low end. If the equipment is discounted at 40% that will be $ 840. I have not seen any furnace being sold for $89 bucks

Why American Shield does not want me to see the numbers? and Why American Shield is offering a buy-out that does not make sense? Why does American Shield want me to use a company that appears to inflate the cost of modifications?

I requested the information and a fair estimate - not $389 as offered by American Shield - not something that insult my intellect.

American home shield renewed my contract in December. Wells Fargo statements show my payment for $82.32 was cancelled by AHS because the payment was short $1.00. On December 13th, I sent another payment for $82.32. Not realizing that the payments had increased when the contract ended. After speaking with one of your agents, regarding my premium increase. I then on December 17th sent a payment of $1.00, to make up for the shortage. Then paying a total of $83.32, premium due for December. These payments were paid with my debit card, number ending in #4962.

On January 11th a payment was processed through electronic check for $82.32. I had not corrected my Well Fargo bill pay amount to $83.32, this payment was also short $1.00. The Well Fargo bank shows an electronic check was submitted and processed by AHS. This is the payment in question. Where could it be?

On February 4th a payment of $83.32 was process through my bill pay, payment is for February.

On February 14th I mailed bank statements from Wells Fargo bank and copies from my AHS payment history account showing payments and dates. I mailed these documents to your Dallas office at P.O. Box 650993 Dallas TX [protected], tracking #[protected], delivered February 14, 2022. I am still waiting to hear from AHS.

According to my bank statements I owe AHS $1.00 for the short premium payment for January.

I have been waiting for a reply since January 13th. Please let me hear from someone so I can resolve this issue. Thank You.

Years ago, American Home Sheild fixed the same problem at the same exact place. My garden tubs faucet was completely worn out from over use. One time we had to even turn it off with a screwdriver because it actually fell off. We had no way to turn the water off.

Well, it was honestly worn out from over 10 years of much use. I rarely call American Home Shield, however we have been customer for 20 years. I feel like you don’t protect my home from natural wear and tear. The plumber that was called out, seemed to not want to fix this problem to begin with - BEFOREHAND of wanting to fix this prior coming to my home. He also mentioned that he had to manipulate the wording and paperwork, but he doubted that you would fix this. Well, he was right. We were completely denied. I am thinking about going with a more reliable company. There was a time when AHS was fantastic. It was this the plumber who decided not to fix my tub faucet handle. It was fixed by YOU over a decade ago. It’s worn out again NOT to misuse, but daily use. That’s a promise. You have my word on that.

It’s not fair to deny to fix this. I am so disappointed and have lost all faith in AHS, yet we continue to pay. Why should I? Please tell me why I should not report this to the BBB? This is my first time voicing what had happened to us. Please let us know what your thoughts are and what we why do? We wonder why we should continue with you when you don’t keep your promises. Because we used the wrench to turn off the water that ONE time the actual faucet fell off, the man said that we abused the faucet and we have not. It would have honestly flooded the bathroom if we did not. So now we have the issue of abuse that he used. It was never abused, not ever. He’s told he didn’t wanna fix this because it was older. And that the wall had to be cut. Well, my husband cut the wall so you now have access. Last time the plumber did it. We did it for you.

Janeen 8 Stephen Oden

5041 Sweetwater Dr

Benton, La

[protected] or [protected]

We definitely want to hear what you have to say.

Signed up for a new contact in January and it would take effect February 7, 2022. Started spring cleaning 2/17/2022 that by cleaning out the kitchen cabinets and re-organizing them. I have an old faucet and the pipes are under the sink behind a panel. It smelled musty so I removed the panel and cleaned the area. I was not sure if the mustiness was from being on a flat or something else. Since I had this handy new contract, I scheduled a tech out to investigate this. This is old faucet and I picked up a replacement just in case there was an issue. I paid the service fee to have the plumber come out. All he did was complain about how much of a pain Levittown house plumbing is. He climbed into the cabinet with a flashlight and determined that it looked like it had a leak. This is something that I could not easily see or detect. When the contractor submitted their work order AHS denied the work order as it is a pre-existing condition. I reviewed the contract, and it does not indicate anything about an old fixture not being covered if leaks. AHS actually advertises that it does cover these. AHS does not have a direct line to have these types of issues addressed. The first person I spoke to said it should have been covered and sent me to escalation. They denied this repair as it is “preexisting”. I escalated to a manager, and they said the same thing. By their definition, if you have any appliance or faucet that is not new – and it does break down during the contact the repair will not be covered. You are at their mercy. If I wanted a second opinion on this, I would have to pay for another visit and it they agreed with the first I would be out additional cash and no repair. They would not work to address this in any way and wanted me to stay with them. They could not answer why I should stay if they would not fix anything. I canceled the contract but am still out $125. I will find a local handyman to take care of this.

I have had nothing but problems with this company and every time I call to find our where my money it I get a different answer.

Today I called again for the 5th time since the beginning of January. In November I submitted a request for some work to my water heater and it took them two months to authorize the same fricking company that did the work the first time. Even after I gave them the contractors information and told them that I live in a remote area and I have a contractor from a previous job they did for AHS. After two months they finally authorized and I had the work completed on 13 Jan. The invoice was sent to them the very next day.

The first time I called to check on the status I was told that they had the invoice but the work was not authorized. This is BS because we had to provide the authorization number on the invoice. After waiting a few days I called back and was told that the work was authorized but they do not have a copy of the invoice. REALLY!? So I emailed it to them again and was told that they do not have access to email so I needed to call back in a few days. By then it would be in the system. I asked to speak with a supervisor and was told that there was no-one available. So I waited a few days and called again. At first I was told that they do not have the invoice but changed their minds after I told them the two days that I emailed it to them. At that time I was told that it would take a few days to get to billing and then they would mail me a check. I should expect it in two weeks. This was the beginning of February.

Today when I called on the status I was told that they just received the invoice two days ago and that it would take two weeks.

THIS COMPANY IS A SCAM. THIS ENTIRE TIME THEY HAVE BEEN COLLECTING MY MONTHLY FEES AND $100 FOR THE SERVICE CALL. THE BILL WAS FOR 378.00. I bet I have paid them that over the past 5 months.

It's not work it to have to chase everything all of the time. Take my advice. Get you warranty through another company.

My furnace started acting up with not running when the thermostat directed it to, then it would start to cycle on only to shut down before actually kicking in. Tech showed up, scolded me for a dirty furnace, claimed it was the heat sensor, cleaned it up, and said I was good to go. Here less than 10 minutes. The very next day the furnace started doing the same thing. Tech returned claiming he had put in a request for a new thermostat but no mention of a thermostat was ever made during his first rushed visit. This 2nd visit (Saturday) was just as quick. He said he would put in a request for a new thermostat again. That didn't happen until Monday. In the meantime, my furnace quit running at all on Sunday. I am now on day 7 of no heat. There was no excuse for any of this. The tech lied about ordering the part and my request was closed, I had to have it reopened on a call-back. The tech could have gone to the store and picked up a new thermostat. And the fact that I have to sit around all day waiting for the tech to show up... The contractor assigned will not give a time frame as to when they will show. During all this, both my son and I ended up getting sick. I was told I'd get 1/2 the service fee charge refunded. I have not seen a red cent. I don't think AHS vets the contractors before they accept them. Cheap isn't always good. If you have complaints about the contractor from the customers, why do you continue to use them?

My heat went out after service hours and I got denied reimbursement from the service department because my heat could get fixed the next day. No concern that it's 19 degrees tonight, I'm on oxygen and can't leave my house but hey it's fine. They are in India and it seems all American home shield cares about is money. I wouldn't recommend this company to my worse enemy. This company should have a warning label attached stating CONSUMER BEWARE.

My stove went out. A technician came out 11.12.2021 and stated that there were no parts for my stove and that he will send the information over to AHS. Didn't hear anything for a couple of weeks so I called back. They stated that they never received anything from the technician and that the order was closed so they had to send another tech out. The 2nd tech came out 12.02.21. Again, no parts for my stove and he stated that the information was sent to AHS. Weeks went by with no info, so I called AHS. They stated that they haven't received anything from the tech. I texted the Tech, Jan 26th, 2022 (Steve L. from A&E Sears Factory) myself and he stated that he did send the information over. I called AHS several times after that, and they just keep telling me that they haven't received any info. I called again today 2.10.22 and asked to speak with a supervisor/manager (sup/manager) never came to the phone. The lady, Mark (that's the name she gave me) will escalate (which that's the same thing they tell me they will do every time that I called, and I never hear back from them). I will be cancelling my contract and will be reaching out to an electrician to come out and look at my stove and I am seriously thinking about bringing charges for all the inconvenience and stress that I have been going through. They have no problems taking my money and now that something finally went down in my house, they are giving me the run around. It has been 3 months and I keep hearing the same story, "we haven't received any info from the tech." I have been over patiently waiting for them to do the right thing.

No ice maker/range fan since 4/27/2021 service request

Serviced by Norrod Appliance, Fresno, California.

Several calls from ME to them as to status - claimed they were waiting for parts and wrong parts sent by AHS.

Several calls to AHS.

Then advised that our service request was cancelled and given to another service company since they couldn't complete the repair.

Several calls over the past 8 months to Norrod but message box full and AHS customer service and parts. All referred back to Norrod's for handling.

Each time I call, I am told they will reach Norrod Appliance and continue reassigned him even though there has been absolutely no contact or return or repair.

I have received no receipts from Norrod Appliance.

Called AHS customer service today - who said they reached out to Norrod's an was told the job was COMPLETED the end of 2021. Absolutely NOT.

I was told by Norrod's previously that that is when AHS told them a new service company would be sent out because they could not complete.

I contracted with American Home Shield back in late June 2021 regarding my heat pump not operating properly. I was not getting air in back bedrooms. I indicated heat pump and/or vents on the initial work order. A technician was sent out, looked at the vents and said he could not find anything wrong. Most likely a design flaw (home is over 20 years old). Soon after that, in July, the heat pump quit working. (In AZ, over 110, sr. citizen). Another tech was sent out and indicated the high efficiency fan motor was out for my Trane unit. He had to get authorization from AHS to get part. After days of not getting any results and/or callbacks, I was told I could get a cash out. I was supposed to be contacted with the amount. Never heard back. I finally contacted a a/c company I used to work for and they came out, went and picked up part (that was available via Trane dealer in AZ, I told warranty co that repeatedly) and fixed it on a Friday evening. I sent invoice I paid of $1208.70 to email address I was instructed to send it to. Nothing. Soon afterwards I received a email indicating they would pay $353.41 based on what AHS would expect to pay. The motor itself cost $900.00. Then I was told a check was issued, but I have never received anything. I had cancelled the service in one of my later emails. They then had the gall to bill me for prorated monthly service.

POOR CUSTOMER SERVICE - WAS TALKING TO SOMEONE IN PHILLIPINES, NO RESPONSE FROM US CONTACTS, NO MAILING ADDRESS FOR CORPORATE OFFICE

I do not know whom to turn to. Being on a limited income (social security), not only did I have to endure AZ summer with NO A/C, but it was a big hit on my savings. I have a PDF file of background/repair invoice, but nothing in picture format.

On 1/22/22 I called American Home Shield for service on my sewage pump which is covered in my contract. 5 days later they sent a plumber, who stood by his car never looked at anything. (I have it on ring video to prove it). I was told it was being moved over to a company that could do it. I called over 15 times, 15 days later no one has been to my house to fix the issue. Out of the country reps who are not trained properly and the supervisor said she could not talk to me. I am disgusted, mad, and just livid that something that is covered in my contract is so hard to get serviced. POOR SERVICE, JUST A BAD COMPANY. Fraudulent in every way possible. I have attached the contract saying it is covered, but told noone can help me.

I been double charge for the same house coverage. Since August 2, 2021 and again on August 12, 2021 for every months until Jan 2022. This coverage is at the same address 4324 East 13th Ave Gary, Indiana 46403. No one will help me. I will file a complaint with BBB and FCC and anyone that will help. Please listen to the recording line me asking for my refund.

I will provide more receipt if required.

On November 12, 2021, I requested a pre-season heating check on service #[protected], since the unit was making a noise. On November 14, 2021, a technician from A/C Rescue arrived to conduct the check. He found that the blower wheel and the combustion motor wheel were both making noise. In fact the blower wheel was actually cracked and loose and was striking the unit housing. He then advised that since neither part had failed he could not replace them per AHS guidelines. The noise continued to get worse causing a vibration to be felt in the ceiling where the unit was housed. Therefore on January 24, 2022, I made another service request on service #[protected], to have the problem resolved. On January 25, 2022, a technician from A-US Air of Texas arrived to check the problem. He replaced the blower wheel, the induced fan wheel and the induced fan motor to fix the unit.

I should not have had to make and pay for two service calls, since the problem was properly diagnosed on the first call and should have been repaired then.

two months ago I had the first technician AHS assigned come to my home to fix the problem. Said it was fixed. We stocked up the freezer again with food and days later it was all spoiled. Not fixed!

AHS had a 2nd technician come to my home. Opened up the unit, said it was fixed. Clearly he was wrong.

I asked AHS to send a different contractor, they refused. Send a 3rd tech.

The 3rd tech said the first two had no idea what they were doing, said I needed a new compressor and parts had to be ordered. parts arrived a week later however the technician for appt #4 did not show up for the scheduled repair.

Appt #5 and 4th tech arrived at my house and he said he refused to change the compressor because it was certainly not the problem, stated the other 3 had no idea what they were talking about, and that a different part needed to be replaced which he did same day. However, now the freezer is not working and the refrigerator is now warm too!

I've called AHS multiple times to "escalate" but they refuse to go outside of standard protocol and I had to wait another 2 weeks for me to call them and track down the service tech report. AHS still refuses to replace the unit, and stated I must have a 5th technician (from the same company!) come to diagnose the problem or state it can't be fixed.

Let's not forget we are still dealing with a global covid pandemic and I do not want strange servicemen in my home as I have young children!

AHS has given me zero alternate options except to allow a 6th appointment and 5th contractor to come to my home. At what point will they say enough is enough and actually take care of their customer! I've been a paying member for 6 years. Clearly their service has gone down the tubes.

Their service contract states they will send a technician to repair the unit or else they will replace for equal value. I guess Im the idiot for not realizing they can send 20 service technicians (and waste a ton of time and money) before replacing a 17 year old fridge/freezer.

The water heater replacement was covered under the warranty but there is $1,000.00 in other charges they say I must pay. The water heater itself doesn’t cost that much! This warranty is a rip off. I’m not renewing it and you should steer clear. It is 2-3-22 and this has been going on for 10 days!

I called AHS and filed a service request on my hot water heater. Their trashy plumber came out took the hot water heater apart. Left telling my father that they had to go look for the part. I have called AHS at least 5 times requesting information. AHS customer service reps have been nasty, rude, and condescending. I have a small child in the house and have been without hot water because of the plumber and AHS. I have called the contracted plumber 3 times with no return phone call. AHS has stated each time I call they will call me back and they do not call me back either.

AHS has no issues taking the money out of my account each month, but yet I can't get my hot water heater fixed in one of the coldest parts of the year. I will never recommend AHS nor their contracted plumber City Plumbing in CA.

Arrived at house in Palm Desert Nov 11/21 as soon as borders opened and Candians were allowed to travel into USA. Claim was placed with American Home Shireld on Nov 12/21. Dishwasher was making a very loud noise when calling for water. It also caused vibration in the water lines. We were assigned tio Accord Appliances. They phoned a couple of days later but wouldn't come out. They wanted to do a video appointment which was eventually done about Nov. 18th. They discussed what my husband suggested it was - a solenoid and timer issue. They said they would be in touch. When we never heard anything I checked AHS website and saw that the issue was resolved. It wasn't so I phoned AHS and a new claim was started on Nov. 24. After several days and several phone calls to Accord Appliances and being on hold with AHS until my phone died (over an hour) a repairman from Accord finally came out in the second week of December on the 6th. He told us they would never be able to find parts as the dishwasher was too old but they had to try in order to get paid. We were leaving to go back home on Dec 12 and tenants to arrive Dec 15 so we bought a new dishwasher and my husband installed it on Dec 8 to ensure it was working properly. We received an email from AHS that parts for the dishwasher were ordered on Dec 16. Too late! I actually don't know if the parts were ever received.

From: Josie Derheim

11:56 AM (30 minutes ago)

to ahscustomerappliancesupport

Hello AHS,

First, thank you for attempting to replace our Built-in Microwave/Oven.

We received the replacement however, the color is Black, which is NOT a matching item with our SS appliances in our kitchen. My husband Darren has been very patient for a return call from your company to change the Black color to SS instead. Nobody called back until he had to call your office again this morning and was informed that a restocking fee plus return charges shall be applied for approx over $300+. We are already out $140 for the assessment fee, and we've been told we are only able to have up to $800 allowance for the replacement. We bought our unit for over $1200 about 4 years ago. With this arrangement you are going to pay us with, do you think it makes sense having to pay a monthly AHS home warranty? This is not the only "Rhodeo" we had with your company. We've also requested to repair our refrigerator (SS) and smooth top oven (SS) sometime last year but NEVER got fixed. We ended up replacing our oven (at our own expense) and our Ice Maker is still not functional. Now, this microwave issue again?

For your information - I usually recommend your company to my colleagues, hence I am a real estate agent (since 1990). I buy AHS warranty as a gift to my buyers and sellers as well. I have high regard for your company.

With this personal experience I am going through with you, I am very much disappointed!

I need you to act upon this immediately, replace my microwave with exactly the same features and color (Stainless Steel) and please pick up the item you erroneously mailed to us. We shouldn't be responsible for the restocking fees, etc. since you mailed us the wrong item. I know you may have rules and regulations to follow, however, it is time to make an exemption to your rules if any, otherwise I am definitely taking this to the next level.

I can speak to your manager if necessary.

Awaiting your immediate response.

Sincerely,

Josie J Derheim

Cell: [protected]

Email: [protected]@gmail.com