American Home Shield [AHS]
Reviews and Complaints

I filed a service request for my hot water heater on December 29, 2021. The vendor came out to diagnose on January 3, 2022. On January 4, 2022, the vendor called me to explain what needs to be done for repair and how much it would cost. I called the vendor back the same and agreed to terms to repair. The vendor then stated he would contact American Home Shield to get parts ordered. On Thursday, January 6, 2022, the vendor called me stating he was having trouble with American Home Shield in getting the purchasing order to pick up the hot water heater and asked me to contact them Friday. I called four times to American Home Shield Friday, January 7, 2022 and was given a lot of run around and no solutions to the problem. I am very disappointed in the customer service of American Home Shield and do not intend to doing business with them after this event. I expect for this matter to resolved expeditiously being that my family which includes small children have gone without hot water for almost 2 weeks. If you have questions, please give me a call.

-Paul Bonham
AHS Contract# [protected]
[protected]

We have been customers of AHS for ten years. Multiple homes.
We have always been able to use our preferred Heating and cooling company (local). However, recently we needed a service call and AHS said they were not on the list. They only offered us 2 choices, when they state they offer 3. Our heating and cooling company has been a an AHS vendor for years now and they have called three times to clarify why. One time they were told they were still a vendor. Then when we shared they were not listing, they called back and were hung up on by AHS. And have left messages for their area rep as well as management. No return response. I also have done the same, but no response. The only two vendors they offer have horrible reviews online and one isn't even local.
We've had to use one before. Never again. I requested a manager call me back and was told 24-48 response time. It's now been 3 days. And the heating and cooling company has still not received a call either.
This is how they treat customers. Most phone reps were very rude.

Starting on Dec.17, 2021 my request for my dishwasher to be fixed has not been resolved. It does not dry and leakes water from bottom of the door, have supposedly been on order parts as well.Client number [protected]. I am constantly told parts on order or that it's been resolved which has never been the case. I call and get lies, apologies, and the run around. This is extremely annoying and quite obvious that the goal is to get the customer to give up and buy replacement not using overpriced warranty that never delivers. I would like replacement cost for a new dishwasher and never have to deal with such dishonesty again. The tech came back again after one week bring parts and waste my time 2 hours and he cant fix it and told us need to order another part it will take 5 more days pls resolve this or send me a new dish washer or i can go with my layer thanks

I was never notified of a new account number until I called about the Hot Water Heater (HWH) on 12/17/21. WHY?

12/20/21 TOM CAME FROM Discount Contractors. I assume he talked to you and relayed the message to us that it would be TWO WEEKS BEFORE you would install a new HWH! Beyond my understanding when there are many HWH to purchase in Richmond and how you could be so careless about our needs. I assume you did not want to do the work and/or honor your contract.

I notified you and Discount Contractors by phone on 12/20/21 that we had a HWH installed on 12/20/21 and cancel. Reimburse us $2000 by 1/15/22.

I am requesting the payment of $100 and monthly payment you took out
on 12/18 plus $2000 for HWH be refunded to us by 1/15/22. I will mail a copy of the receipt for the HWH upon your request.

Starting on Sept.9, 2021 my request for my dishwasher to be fixed has not been resolved. It does not dry and mangled, rusted racks have supposedly been on order as well.Client number [protected]. I am constantly told parts on order or that it's been resolved which has never been the case. I call and get lies, apologies, and the run around. This is extremely annoying and quite obvious that the goal is to get the customer to give up and buy replacement not using overpriced warranty that never delivers. I would like replacement cost for a new dishwasher and never have to deal with such dishonesty again.

We had problem with our water heaters in September. At that time they could not determine if they were leaking as the HVAC was also leaking.High Priority Plumbing also provided a quote for $3, 850 to replace both hot water heaters. We had to replace the hot water heaters as they were leaking. We have been trying to get AHS to reimburse us to the hot water heaters. AHS keeps telling us they will have someone look into it, but they have yet to provide a satisfactory resolution. If I had kept a log from the start I would have several dozen names by now. I am very disappointed in AHS and am considering legal action

I have been waiting from September to repair my oven and refrigerator I have called every other day and they keep telling me there looking into it the repair co. They sent out and ordered parts are no longer in business there number is disconnected. They at one time told me the part are in but they never tell me what's happening I'm a older woman and so unhappy the way there handling this I need help please I'm not asking I'm begging you to help me

My AHS contract # is [protected]. The property address is 7303 Baltimore Ave., Apartments 1-4, College Park, MD 20740.

In November I placed two service requests:

11/6/2021: malfunctioning sink faucets in the bathroom of Apt #2. The contractor apparently has ordered new faucets, but has failed to update my tenant as to the order's status. This order is, therefore, awaiting completion, and not CLOSED as your records indicate. Please amend your record!

11/17/2021: malfunctioning drier in the laundry room serving all 4 apartments. Parts have been ordered, but the contractor failed to update my tenant as to the order's status.

On 11/8/21 you charged me $100 copay for the first request, and on 11/19 - $100 copay on the second request. Then you wrote me two emails that I still owe you $100/. In my blind trust, I paid the third - and redundant - copay today (12/16).

Why have you even bothered me with the request to pay $100 the third time - you always deduct the copay directly from my credit card on record! You now owe me $100, which should be credited to another service request that I am about to file with you.

Get your records in order: I reside for lengthy periods oversees, such that it is impractical to reach you by phone. I have no time nor the patience for such hassles, and will happily switch to a better home insurance provider!

Alexander Livnat
+[protected] (Israel)

I recently submit a request to have my dishwasher serviced. This was Sept 9th 2021. A tech came by and diagnosed my problem as a control board preventing the appliance to power up. The part was installed on Oct 26, 2021 and I am having the same problem as of Dec 8th 2021. When I first tried to contact AHS over the phone, that service was not available due to maintenance. I finally got in contact with a representative on 16 Dec, 2021, and was told that even though its the same issue, on the same appliance, (control board) that I would have to pay another deductible because its been over thirty days since the initial repair. This could possibly lead to me paying $75 every 35 to 45 days for the same ongoing repair. This is ridiculous. The same part should be covered more than 30 days or I should have been made aware of that fact before I authorized the request.

I put in service for repair on my Ref on Nov, 25 and got email that it was turned over to National Platium Services, they d'878'2238id not send a repairman and asked what was wrong and we told them the freezer as working great, but Fridge part would not cool. I got a email from AHS that the parts had been ordered and NPS called and said the parts had come in and that they sent a repairman today and he did not have any parts to fix my ref, said he would contact AHS tomorrow, he said the Ref might repair it self, I have cancer and we have to have a working Ref, talked to service local repairman and he said it could not be repaired, the NPS repairman said the same thing, PLEASE GIVE US SOME HELP. CALL OR EMAIL US AND HELP GET THIS FIXED
pHONE [protected]
Gmail [protected]@gmail.com

Called AHS Nov.30, 2021. This was a service call for leaky pipe. I had no water in the house as I had to turn off the main. I called 12/03/21 as I hear nothing They knew I had no water in house They told me to get my own plumber as they had none. They said when he got to the house to have him call AHS. He did as soon as he came in. They gave him a list of numbers, and it was ok to proceed, The #s were Contract #[protected], 200TWGM, Dispatch [protected] and ref [protected] ds. My plumber fixed the pipe the same day, and AHS now said my plumber never called them (I was there when he called them) and they will not pay the call. They also have $100.00 out of my money for the service call and will not release it

I requested on line that American Home Shield come out to fix my dishwasher that was working but making a grinding noise. I paid 100 dollars and the contractor cleaned the filter of debris of some small pods and said I abused my dishwasher. My dishwasher is over 9 years old. A GE dishwasher typically lasts between 6 and 10 years and I have a lower ranger dishwasher. My contract clearly says normal wear and tear is covered. Yet the technician claimed I abused the dishwasher. We wash our dishes before we put them in the dishwasher. We use it to simply sanitize the dishes. I has run perfectly we have never used our contract for repair up to now. We can easily claim wear and tear that is normal considering my dishwasher is a dinosaur. Can you help me.

I filed a claim, missed the appointment, Barfield Appliance advised that I would have to place another claim. I did and I was charged twice for the same issue. Please give me credit for one of the $75 charges.

My contract number is [protected], Norma Ballentine, 299 West Coleman, Mt Pleasant, SC, 29464.

I tried to talk to a representative to issue the request but the wait time was 30 minutes. Please just adjust one of the charges and I will be fine.

I can be reached at [protected], if any questions, thanks, Norma

AHS could not find a contractor to replace my water heater so they told me to find an approved contractor and gave me the authorization number to send in with my receipts. I paid the contractor over $900.00 for the water heater and the work. I turned in my receipts via email as instructed on 11/9/21. I called AHS the next week to make sure they had received them. They verified receipt of the receipts and stated the reimbursment will be mailed in 14 days. I called back on 11/26, I was told to give it till decemner 5, called again on december 11, was told there was no record of the receipts and the claim was not being processed. I have resubmitted the receipts again! I need my money and I have been lied to over and over. How was the check in the mail if they never received to receipts in the first place! Please someone help me! I asked AHS to send me proof of the reciepts being received. they said they would email me proof, never received the email.

Placed service call early 12/9, plumber came out a few hours later confirmed a replacement water heater was needed. AHS first said we would need to wait 24 hours why? Then we were told 48 hours why? Then I was told 48 business hours. My service request was on a Thursday and they do not work over the weekend, so they strung this out so we would need to wait until next week more than 5 days without the water heater. Temps in Colorado are 12 degrees and we have no hot water! I just had surgery on my knee and have had to haul pots of water up the stairs so that my wife and I could wash with a little warm water. My knee has become extremely painful I have caught a cold and have a sore throat from bathing with cold water with no end in sight. WO # is [protected] service is poor making folks wait 5+ days to make such a simple repair is unacceptable. Plumber has told us it's only a hour fix but AHS has not provided access to the part. Homedepot & Lowes have tones of them in stock which is where the plumber says they usually come from. These folks should be sued for taking money and providing no service.

My appliance stop working and I contacted American Home Shield on October 14, 2021 and within a week a contractor come to my home to diagnose the issue with my refrigerator. The contractor stated they will order the parts. After two week passed I contacted AHS to get an update on the parts and I was told they were on backorder with no ETA. Another two weeks passed and I contacted them again and still no ETA on the part. I asked to speak to a supervisor and I was connected with the escalation dept to resolve the issue. They stated it was over 21 days so they would reach out to the authorization department to either get me a replacement or give me the cash value of my appliance. When I received another call from AHS the told me the part was no longer on backorder and their purchasing dept ordered it and it will arrive at the contractor on 12/4/21.
I called to confirm that the part arrived and they said yes it was with the contractor. Today, 12/7/21, I called the contractor and they don't have the part and stated it is still on backorder. I called AHS and they told me they have to confirm verbally with the contractor that the part wasn't received. I asked the representative to connect me with a supervisor and to provide how they will resolve my issue but she did not answer. My appliance has been out for two months and this is really unfair how I am being treated. I pay AHS every month for my warranty and I'm still waiting for almost two months for a part and no other solutions.
My contract number is [protected] and my name is Markeeta Hackney

For the 5th consecutive time I needed to use my home warranty for a covered repair and did not find find a contractor within 50 miles of me or with a good rating on Google or Yelp. There are many 5 star rated contractors in Frisco, TX but seemingly one signed up here. I am paying $800 a year virtually for nothing. Who can be expected to use a poorly rated contractors with limited reliability because of the distance factor.

I want to know what you are going to do about this or I will cancel my warranty and advise my rather large sphere of influence to do the same many of which, who are lawyers who will smell class action.

Please respond within 30 days. I would also like a refund For all I've paid thus far to get just a fraction of what you promised at sale.

I first requested service on Dec. 1 for a hot water heater that is leaking. I was told to wait for a response in about 4 hours. After hearing from a contractor who said it would be 6 days before they could get to me, the contractor advised me to reach back to AHS for another vendor. I called back to AHS that evening to have the representative tell me there was nothing he could do at the time and to wait until the morning to contact AHS since he was getting off at midnight. I call back on Dec. 2 and was told the service was going to be expedited and to expect a call within 4 hours. I still did not hear back for I called that afternoon and was told the workorder was not in the queue. I was then told the request was placed back the queue for urgent processing. I called back that evening and found no change on the request. Now on Dec. 3 I was told again to wait 4 more hours and someone will contact me...

So I have been paying quite well for a very expensive home warranty from AHS. In fact, my home warranty with them is more expensive than my homeowner's insurance.

In March of 2021, I had the unfortunate circumstance of having to use this insurance to file a claim. The agent was delighted to go over every little issue I was having in my home and attempt to send someone out for all of them, at the cost of $100 per field for the representatives.

The guy who showed up at my house for the appliance repair looked like he was recovering from a serious hangover. If you would like a good visual, think of Edgar from the movie "Men in Black". This guy honestly didn't look like someone I'd normally let in my house and less like someone that knew how to repair anything.

While we were looking at my fridge, we found there weren't really any problems, the only minor issue I had with it just needed a screw adjusted. We went to the dishwasher, amazingly the problem stopped for the duration of his visit, though it returned the moment he left.

Neither of these minor things was much of anything, the real reason for my call was my washing machine which had stopped draining.

I offered to bring up the diagnostics panel so he could put the system in test mode and see the error. He puzzlingly looked at me and said "no, that's okay, do you have a towel".

I gave him a towel, which he put in the machine and turned it on spin cycle. Of course, it didn't drain. He looked at it very puzzled and told me "I have no idea what's wrong with it". I told him I had looked up some possible scenarios on some repair sites which even had YouTube videos. Most of them said that the error code was most likely a pump failure and the #2 most likely problem was due to the latch lock mechanism. He looked at me and said, "I don't know". I told him, well according to all the repair sites, those are the two problems associated with the error code I get in diagnostics. The only other possibility I could even find which was not listed on any sites was one YouTuber said it could be clogged.

He said "no, these types of machines can't get their pumps clogged, it's all closed off". I said "yeah, it's very unlikely but I guess it's possible".

He then rubbed his thumb and index finger on his chin and said "hmm.. okay yeah, it's clogged, and your warranty doesn't cover clogs".

He filled out his report and wanted me to sign it, which I didn't do and I wrote on the work order that I do not agree with this assessment.

I called in, complained, and when they denied my claim, I told them to cancel my policy, that I do not wish to do business with them any longer.

The lady I spoke to apologized, said she would take care of it and try to escalate my claim as I asked for the $100 I paid to have this con man come out to be refunded (which never happened). My claim was put in as denied because my problem was routine maintenance.

I spoke to someone at Frigidaire and they told me the problem was most likely the pump, so I ordered a new pump and hired someone to help me put it in. This fixed the problem and as far as my washer was concerned, life moved on.

They originally had me file 3 claims, however, after the first person showed up, I canceled my other 2 claims as I was reiterating that I did not want to do business with them any longer.

It is now December 2021, and my washing machine broke. My wife asked me if I wanted to call the home warranty company (AHS). I told her I had canceled them and she said "no, they're still billing us $47.99 a month".

At this point, I was pretty heated but I figured okay, well maybe I can keep this from being a total loss. The problem with my washer this time, there is no way they can say that's maintenance and I won't let them send anyone from that company again.

I spoke to Paula Gonzaga in the Philippines, who told me that I can no longer get any service for my washing machine as it has been exempted from my policy because they denied my past claim due to it being routine maintenance. They said the only way they will allow further claims for my washer is if I show them proof that I got the routine maintenance done. Note, there's not even a such thing as routine maintenance for my washing machine.

After arguing with her, trying to explain everything to her, she basically was stuck in a loop and I realized she had no ability to do anything. She was basically a phone bot. I asked her for the company's address and contact information, to which she suggested I check the company's website or Google.

When she asked if there was anything else she could help me with, I asked her if she could cancel my agreement like it was supposed to be 8 months ago anyway. She said she could do this and told me she would remove my credit card information so that my billing would stop. I told her I wanted her to escalate my ticket and that I want to speak to someone in their legal department. She told me she would do this.

I called back again after finding the corporate office's information. I spoke to someone else who informed me there is nothing on my policy suggesting cancellation and that I'm going to be billed normally. I told her to remove the information and not to bill me again, she seemed very stuck. I question if these people even have this ability.

This company is disgusting. I will be calling their corporate office tomorrow. I should have sued them over this fiasco with the claim the first time but it just didn't seem worth the headache. This time, I'm pissed.