American Home Shield [AHS]
Reviews and Complaints

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

This is regarding a service request on November 1, 2022. Initially, we called to service for the heat pump repair on November 1, the American Home Shield assigned the task to the United Air Temp. Two technicians from this company visited my residence and checked the heat pump system on November 5, the technicians charged us $150 for the freon, because AHS policy doesn't cover the freon. They put the freon into the heating system and the temperature is rising upstairs. It seems to be working fine after the freon was put in. They told me that the system is O.K., but something is wrong with the Section Valve, it is hard to raise the temperature to 70th. It needs the senior technical manager to finalize the task. One of the managers came to my house the next week and told me that compressor is brock, the heating system needs to be replaced. He gave an estimate which costs $7622 if I replace it within 2 days. I told him I need get approval from AHS for the replacement, the manager told me that he had already contacted the AHS, AHS allow him to refund me $2000 if I pay $9200 to him first. I told him I want to fix the problem, I don't want to replace the system, he told me I must pay $900 dollars for the freon if they replace the section valve. I told him I would prefer to spend $900 dollars for the freon, rather than pay $9200 to replace it. He told me he would send a technician to check it again. Two technicians came the following week, they told me that the heating system got problems, the section valve on the outside unit needs to be replaced, they took it out and told me they will replace it. Because the problems last almost two months by the time they took out the section valve, I called AHS to push the repairing speed up the next day.
AHS sent a technician from ATR to my house on December 31, the technician told me that the Section Valve is missing, I told him that the technician from United Air took it away, The next day I got a call from an ATR manager, told me they would order a Section Valve, it takes a week to fix it.
Because nobody came to fix the problem, I called the ATR on January 8, but they told me the case is closed by AHS, they can't continue with this case. I called the AHS, the representative told me that she is going to report this issue to the higher management, and someone from AHS will call me back. I called AHS every two days since January 10, asked to fix the problem as soon as possible, because it is very hard to live in a house without heating in a such cold winter. The representatives are very nice to tell me that they don't have the power to handle my case, they have to report this issue to the higher management, the senior manager will make a decision, and somebody will call me, I have to wait. The problems still exist so far, and nobody came to fix the problems.
Thanks
Fred Chen

Ref: Combo Plan
#[protected]

AHS assigned a contractor to repair my ice maker on my refrigerator. Never heard from the contractor. I called the contractor 3 times and left messages, never received a call back.

I then called AHS 4 to 5 times. No one spoke clear English. They merely said they contacted the contractor & the contractor would contact me. Last week I called AHS again and was told they submitted my complaint & I would get a call back from AHS. To this date Jan 26 - nothing! Yet the fee was deducted from my account.

Worst interaction I have ever received from AHS in my 15 years contracted with them.

I called to see if a crack in the bottom of our tub was a covered item. The rep KNEW it was not; kept calling it a whirlpool tub. I told her NO it was a tub/shower 1 piece combo and there was a crack in the bottom - tub only 3 years old-we had the house built in 2019. When I received the text re: the plumbing company they were sending out - I replied to the text it was NOT a whirlpool tub. When the company arrived there was nothing they could do. The AHS rep KNEW this was not covered. I called the billing department that same afternoon. He took the info - checked (after saying he was 99% sure...) and it is NOT a covered item. Supposedly he fast-tracked my refund request on 1/18 - as of 1/25 it is "still under investigation"? What is to investigate? You fraudulently took my money and now you are trying to keep it! I WOULD LIKE MY MONEY REFUND FORTHWITH!

I called for service for a leaking faucet and AHS assigned the job to Crown Home Services of Denver, LLC. I took several days for the company to contact me and when they actually arrived they didn't provide any service as they did not have a part to repair the faucet and then the never returned. My faucet continued to leak and they never returned to my home. after many calls to AHS they finally assigned the job to a different contract who solved the issue. The problem is that the initial contractor lost their license and caused me to have a leak for many days causing over $10, 000.00 of damage which was covered by my homeowners policy. My out of pocket cast was $2501.00. I would like to be reimbursed for my out of pocket expense.

On Dec 20 2021, we had requested services for 2 faucets n a stoppage. This was awarded to United air temp at Lorton. They came and stated parts are needed. I have made multiple calls to AHS n United air temp, only reply sorry we are working on it. I have req to escalate the issue and to talk to supervisor none come on the line nor do they take care of the work . Every month the fee is deducted n before the work is done AHS take the $100 . I would like AHS to replace the part in total instead of waiting for parts. I would want United Air temp to come and replace the part it's been more than a month. I waiting for an answer from both AHS n United Air temp ASAP.

My credit card shows two $75 billings forf the same service on Dec. 22, 2021. In addition I had signed up for your special furnace examination offer ($50) but had to cancel that since my furnace was no longer working. I was told I would receive a $50 credit for that cancelled appointment, but that does not appear on the MasterCard statement.

Ken Kofman
944 - 18th St Unit 3
Santa Monica CA 90403
[protected]

On 12/15/21, a Pool Service contractor was sent out to access the pool equipment and why the pool electrical panel was shut down. Since there was no electricity the pool contractor could not access the problem. On 12.17 an Electrician contractor was sent out and was able to get the electrical panel working. On 12/20 an Electrical contractor came out and was not able to get the panel to work, so he had to replace it. He informed AHS and me that there was a problem with the equipment that was causing the problem with the electrical panel. On 12/21, I contacted AHS to asked about someone from the pool company to come out to look at the equipment. I was told that it had been sent to the review department and that someone would be in contact with me. Today is 1/20/2022 and I had not heard from anyone.

When I contacted customer service about the below issue they told me to send an email to [protected]@ahs.com. I did that and 3 days later received an email to contact customer care. Complete circle.
This is the email sent along with my contact information.
RE: Contract #[protected]
On December 5, 2021 I initiated a service request #[protected] for a refrigerator repair. After waiting for a month on January 12, 2022 you sent a Sears repairman, and he replaced a part and you closed the service request. The next day January 13th the refrigerator was still not cold I contacted AHS to send the technician back because it was still not working.
I was told that there weren't any available appointments and that your scheduling department was working on obtaining an appointment. I contacted Sears directly and was able to obtain an appointment the next day January 14th. The same technician that AHS sent came back again on January 14th. This time he replaced the condenser. I had to pay $794.23 for this repair that should have been performed by AHS. (Receipt attached). I do not understand why my appointment request submitted to AHS is pending assignment, when I was able to get Sears back out here the next day on my own. I expect to be reimbursed for this covered repair, after being without a refrigerator for over a month.

AHS charged me a $100 service fee and the service person no-showed. They charged me $100 again to make a second appointment, but never credited the first $100 back. Then they denied me coverage and won't provide me with a statement as to why. This dishwasher came with the home and is UNDENIABLY beyond repair, yet some call center somewhere in the world is telling me this is justified. I promise it is not.

I have been dealing with the same issue since August, my central vacuum which is covered under my plan has been down, I have called at least 20 times, have been told half of those times that my situation will be escalated and someone WILL call me back. No one has called me back, EVER. Now they say they closed the call and they gave me a buy out which I didn't accept, which was 1/3 of the actual repair cost. I asked for a second opinion from a service person and they denied me getting it. The issue is extremely hard to diagnose because it is an in house system with the piping in the walls. I simply want a real supervisor to call me back and have a real conversation.

On 12/31/2022 our hot water heater went. I opened a claim, knowing it was a holida Weekend, and would need to wait until Monday. Today is 1/18/2022 and I still do not have a hot water heater. We have been getting a run around, and have called them everyday. We even had an appointment today with the plumber to replace, and he never showed up or called. When we finally got hold of him, 4 hours after scheduled time, he said he wasn't going to get the heater because it was too far. This is going on 3 weeks without hot water. I have children in this house. This needs to be rectified!

filed a non working burner on a slide in Maytag range September 21, 2021 - The vendor came out 2x after the initial evaluation to remove a part with this email Dear Member,

RE: Home Service Contract Number [protected]

The part for your cooktop/range is no longer available but can be rebuilt. AHS does rebuild parts due to the high success rate of the repair. The contractor will be calling you to schedule an appointment to pull the old part from your cooktop/range and ship it to the rebuilder for repair. During this time your cooktop/range may not function. This repair is estimated to take approximately 10 - 12 weeks. We apologize for this delay. You have the option to take the cost of the repair, which is $215.37, and put it towards the purchase of a new cooktop/range. Please reply to this email accepting this repair to start the build process or accept a check for the repair amount. You may also call the Appliance Purchasing Department at [protected] and choose the Appliance Purchasing option #1. Our department hours are Monday - Friday, 7am - 7pm Central time. We are also available by email or phone should you have questions regarding this repair.

Sincerely,
Appliance Parts

On December 18, 2021, I flushed my toilet, and it began to overflow. Both of my bathroom toilets overflowed and fecal matter was coming back into my bathrooms, tubs, water was flowing down my hallway, and the smell was horrible. I contacted AHS and expressed that I had an emergency and needed someone to come out ASAP. I was assigned to contractors that contacted me and expressed that the earliest they could come out was 12/28/2021. I contacted AHS again and spoke with another agent, that assigned another contractor (never received a response from contractor). I spoke with several agents regarding my emergency and all I received was a run around. This went on for a day. I had to clean up sewage and go outside to remove the drainage cap, which cause sewage to now be in my backyard.

Contacted AMS again and still no luck. I was assigned to another contractor that finally contacted me and again was unable to come out for an emergency. I contact AHS again and explained that their contractors are unable to come out and I needed a contractor that could come out for an emergency. Due to the limited contractors, I had to contact my own plumber that came out the next day, leave my home for the night because I was unable to use my bathrooms and the smell was unbearable.

I received a call from Consumer Affairs on 1/19/2021 and gave AHS a poor review, later a representative from AHS contacted me regrading my review and assured that I would receive a full refund although I did not use one of their contractors. He expressed for me to send in my receipt for a full refund and in return to provide a positive review. I submitted my receipt for the amount of $350.00 to AHS and they denied my refund. However, they did refund my $100 for the contractors that were no help to me in an emergency.

I'm just exhausted from trying to use American Home Shield. EVERYTHING has been denied the first time I pay the service fee. I have to fight so much to ever get anything covered. One of my air conditioners quit working, and they put bandaid fixes on it multiple times and it didn't work properly for months...and my electric bills where at least 2 times higher than usual, so I finally just gave up and paid $7000 for a new HVAC unit. They gave me about $1000 towards it, but they refused to replace it completely. They also refused to fix refrigerator issues.

I've had the same issue with the pool equipment. When my pool motor started to go out (it was making a HORRIBLE noise), I was told to wait until it died completely to call AHS, because other AHS customers told me that they would not replace it until it had completely quit working. When it finally died, they sent a tech out who quickly determined that there MUST have been a power surge that caused the motor to stop working. But it had been going out for WEEKS. It didn't happen suddenly, which is what would happen in the event of a power SURGE. They said it was because the spa blower motor had been wired incorrectly. The only reason I was able to get it covered was because the company that installed my blower motor was an option for a 2nd opinion. So I asked for that company and told them that the 1st company said that they wired the blower incorrectly. I knew that they would NEVER agree that they had made a mistake, and I was right. They said that the motor didn't die because of a power surge, and it was FINALLY covered.

But now my VERY OLD pool heater is leaking. And I just know that they are going to have some reason to deny my claim. I'm guessing that they will either say that it MUST have been due to the water pressure being to high at SOME point (which is impossible to prove) or from the pipes freezing (which hasn't happened since last February). But mark my words, they WILL find an excuse to deny my claim. It's NEVER just because it's old and quit working. Even though my house is about 15 years old and it's about time for things to just quit working.

I put an emergency order in on January 8th, 2022 for the refrigerator being out. As of this Posting January 12th, 2022 no one has called me back to schedule any servicing. We have medication that is going bad. I am in the Charlotte, North Carolina, USA ( largest city in the Carolinas )

The work order number is #[protected]

After numerous calls American Home Shield is doing absolutely nothing.

I was charged on Saturday 8th, 2020 at 12:00 noon EST-local time for $107.00 for the call to be set up...

I would like this to be resolved but would like others to see this before considering making a 4 year mistake like I did.

I purchased my home warranty in November (21). In December I made a claim about my ice maker not working in my refrigerator. Scheduled a service for 12/23. No show. Called (on phone 30+) minutes. AHS couldn't find a tech and wasn't sure why the first tech never showed. Scheduled service for 1/4/22 tech came did something and said if it didn't make ice to call back. It didn't make ice. Called 1/5. (45+) minutes. Scheduled another service for 1/10. No Show. Called the tech they said that AHS cancelled the order on Saturday. I have wasted 12+ hours on an ICE MAKER. This has been the WORST experience. I was with Old Republic before and NEVER had to go through this! Now I am supposed to wait another 4 hours on a tech that may or may not show up.

Requested service for both my dishwasher and washing machine in September of 2021. Repair person came out, ordered parts to fix came back out and installed and a different part then broke on the dishwasher during the installation. The part installed on the washing machine didn't fix the problem either. It has been over 4 months and I've made numerous calls and get the run around. I keep getting told it was escalated and I'd get a call back. I was told they escalated to just have a cash offer made yet every time I called I was told still escalating. I finally bought a dishwasher end of December after being tired of washing all the dishes by hand from the holidays. I've had no reimbursement for the dishwasher, washing machine nor a follow up call with a resolution. HORRIBLE. Most of the call I did receive from AHS was to renew my warranty. I said I had no intention of renewing a policy with 2 long outstanding repairs still not taken care of. This is for my property at 8212 Skipwith Dr. Frederick, MD 21702

Dec7 A&E came ordered parts. 2 parts came. Tech came Dec 22 cannot install motor cuz new part has 8 wires but old has 5 wires. He's not qualified to do job & supervisor will send a qualified tech. Left screws cuz no time to put back on front panel. Supervisor mad cuz spent 3 hrs & shouldbe 20 min. New tech came Jan 7, after2 hrs, asked us for belt which we do not have. Tech before him said he left us the belt & not true. He said, cannot install the motor without belt. We called A&E while tech still here, agent asked tech where to order part, tech said he does not know. Tech left upset & left A&E agent who said Routing Dept in Dallas will call us in 90 min. We waited fr 3-5pm PST but no call. Called A&E, talked to Alicia said no note about the RoutingDept phonecall. Called AHS Sat 1/8, Tom said Field Manager/Dispatch will resolve this issue. See Attachment