American Home Shield [AHS]
Reviews and Complaints

Service Request #: [protected]

Service Professional:
PRUITT'S PLUMBING, LLC
[protected]

Service Request Date: 08/14/2021

I paid the $75 service call fee and the chosen plumber wants to charge an additional $150 before he even orders the water heater. The retail price of the water heater is $219. It cost more to use American Home Shield than it does for me to do it myself. I have already been waiting for more than a week. I finally ordered the water heater from Lowes and AHS refuses to reimburse me for any of the cost. Note: this is a covered item and they already agreed to replace it. It is apparent that an American Home Shield Warranty is not worth the paper it is written on.

On July 26, 2021 I contacted AHS and requested service for my Central Air Condition Unit. It was not cooling the upstairs. A technician was sent to my home on 07/27/21. He noted the unit compressor was broken and would need to order one from AHS. On 07/28/21 the unit was ordered, On 08/12/21 the unit arrived and the contractor returned to replace the compressor and noted the wrong compressor had been ordered and sent by AHS. On 08/12/2021 the technician contacted AHS explained the wrong unit had been sent and placed the order for another compressor. As of 08/25/2021 I have not received a new compressor. I have been without my air for close to 1 month. I am located in Houston, Texas where the temperature is well in the high 90s and low 100s. I have contacted several times AHS and I am unable to speak with anyone except customer service who has no idea of ETA on the compressor. They actually cannot determine when the Compressor was ordered. They cannot reach the parts department because the wait time is >2hours and they are unable to stay on hold. I have asked for a supervisor and have been promised a call back and to date no-one has called me back. I am willing to pay for the replacement if AHS will commit to some sort of payout but again no one will respond to my request for an estimate on reimbursement. I have spent in excess of $800 on portable units out of my pocket to help cool my upstairs. My daughter lives in the upstairs, she is a nurse working many hours in the hospitals. Yet she is not comfortable in her home without air. I have been a customer of AHS for over 6 years. I have paid all premiums and co-pays timely and I am without air and no idea of when it will be replaced.
AHS has done a poor job. My grade for AHS would be an F.

My mother has been trying to get her AC fixed for more than 2 years. She is an 80-year-old woman who pays her premium to these SHIESTERS yearly with NO RESOLVE for her problem. Her AC is currently NOT working due to the freon leaking out. She has been waiting in the HEAT living in HATTIESBURG, MS, for someone to come and service her AC unit. They've taken her money for the service call with NO ONE SHOWING UP FOR THE SERVICE call. Nothing on the website is up to date, and you can't get someone on the phone without waiting for more than an hour at a time! If she paid her premium like the service they are NOT giving her, she would be DROPPED! I'm sick of dealing with you people! You are UNETHICAL!

I have 7 contracts with AHS
AHS takes my $100
Their technicians come and find reasons not to cover and ask for out of pocket money which are at times more than the cost of the appliance

My HVAC unit went completely out on July 12, 2021. I went on the AHS website to request service and paid the $75 service fee. AHS assigned a HVAC contractor, who was 2 hours away from my home. The contractor showed up on 7/20/21, and tried to diagnosis the problem without access to the inside of my home (did not call to ensure I was home). The contractor was very rude and extremely unprofessional. I filed a complaint with the BBB. I called AHS immediately and they sent out a local HVAC contractor. The new contractor came on 8/4/21. The problem was a bad compressor and possibly a coil. the unit is 12 years old. Here is where the problems start. The HVAC contacted AHS and was told it would take 2 weeks for the part to come in. on 8/17/21, my husband contacted the HVAC company to see when they would be able to come and repair the unit. We were told that AHS was giving them the "run around". My husband then called AHS and was told the part was on the way but couldn't give an ETA. My husband called back the next day and was told the part had not been ordered and tried to blame the HVAC contractor. The HVAC contractor told us they have been on hold, with AHS, for 5-6 hours. We live in the South and have 90+ degree days most of July and August. Luckily we do have 2 houses and had another home to go to. As of now, we decided to replace the HVAC at our own expense. We continue to get different answers from AHS. I have already filed a BBB complain and will be filing a complaint with the GA state's attorney general's office as well as the GA Consumer Protection Commissioner. If I can ever get someone, at AHS on the phone, I will also be canceling my plan with them.

I have been an AHS customer since February 2019. In the last year, I have put in four service requests for my A/C system malfunctioning. One was a follow up.

In 2020, the technician told me that the system was low on Freon. He charged me $300 (6 pounds) in addition to the service call fee of $100.

In June 2021, the technician replaced the fan at no charge, and informed me that the system was otherwise functioning as designed.

In July 2021, I had to pay another $100 service fee, and $200 (4 pounds) in Freon, because of a leak that the previous technician failed to find, and lied about the system functioning as designed. This technician said that he found no other leaks.

The system was still not cooling sufficiently, and he returned a week later at no charge, but could find nothing.

I then had an independent technician of my own choosing come out. He found a leak in the coil that both the other technicians sent by AHS failed to find.

Additionally, he told me that to lose 4 pounds of Freon in a year would have been a major leak, not the "small" leak reported.

So, in the last year, I've spent $500 in Freon, $300 in service fees, and $755 in monthly payments, and the problem STILL isn't solved.

I called this morning to cancel, and related the above to your representative, who then referred me to the customer retention department. I asked him if he wrote all this down in the CRM database, and he said he did.

The lady then proceeded to ask me all the same questions that the first person did. I told her that it should be in the CRM notes. All she could do was to keep reading her script. I asked for a supervisor, and she said none was available, but she could have them call me.

She also said that she couldn't close the account without the supervisor calling me, and that I would be charged a cancellation fee, at which point I told her I would not be paying ANYTHING more, as I'd already spent over $1500 on an unresolved problem.

She continued to read from her script, telling me of all the wonderful benefits I would lose if I canceled.

Later in the day, a supervisor named Gloria left me a voicemail, but no direct number to call. So, after being on hold for another 25 minutes, I hung up.

I requested the service at 4/3/2021 and a technician visited and mentioned he needed to order the item.
Today is 8/23/2021 and still waiting the part.
I've called the customer services since June 2021 and got the same answer continuously. (UNTIL TODAY)
Like "could you call back tomorrow (that is, after 24 hours later) so that we contacted the plumbing company."
I did call back again and again since June.
Then I've got
either the plumbing company did not call back or
the plumbing company was still waiting the parts.
I asked to provide me the time frame to resolve the issue or
replace the plumbing company or refund my charge.
But samething like a broken record.
"I understand your situation, but we could not provide you the timeframe, could you call back so that we could contact the plumbing company".
I could see the statements are on manual.
It seems like I order "TESLA"

AHS is totally inept. You can't speak to anyone who is in the US. The service persons AHS assigns do not work on our doorbell. We (and the service provider) have told this to AHS repeatedly--yet--AHS does not seem to have this information in their notes.

As for the A/C we told the service person that we would take a CASH OUT. We were not willing to pay $750 for the refrigerant to be removed/replaced. The unit is OLD. It will not be reliable AND AHS is too slow to respond to calls for repairs.

My icemaker has been out for over 6 weeks. It's not a parts problem that has caused the delay, it's, once again, the fact that AHS did not assign the repairs to an authorized repair person. That caused a delay of 3-4 weeks.

I assume that the icemaker will be repaired but I want evidence that the parts were ordered. Or, I will order them myself and send AHS the repair bill.

I want to use the CASH out option to replace my AC or AHS MUST repair the unit in a timely manner!

I want to call the NEC company that repairs the doorbell system or AHS can contact an authorized repair company that works on NEC.

I want proof that the parts for my icemaker has been ordered and I want the date this supposedly occurred.

Most of all, I want a person with a brain to call me to discuss these matters so that we can resolve the issues without any further undue delay. The current system to sit on the phone for hours on end is OVER!

Diane Crumley
[protected]

My next move is to take all of my notes (and all of the complaints about AHS and turn it over to an attorney for handling. I

I had a service rep come to my house on July 23, assessed the repairs on my washer. The service rep. claims they ordered the parts on August 2 through American Homeshield. I have been on the phone with the Homeshield Service Provider who could not tell me the parts were ordered nor when I would get my washer repaired. Today is August 23. I can not get any supervisor on the phone to get me any direct answers on parts ETA, what the miscommunication was since they are all in meetings. I've been on the phone with Customer Relations, Cessae, for over an hour who is giving me conflicting information. The parts were ordered on August 2 and authorized by American Homeshield and officially ordered on the 16th. Last Monday. I'm currently being transferred over to the Escalation Team. Either I'm not getting the truth from American Homeshield or you sent me a service provider that lied to me AND not giving me the service I'm paying for. Customer service can not connect me to anyone else to resolve my issue. This is horrible service that I'm paying for. I'm still waiting for my phone call.

i was told i was going my 100 dollars service back because the service on 08/17/221 was never done i had to pay all out on my own pocket talk to a manager we agreed on will give my 100 dollars ill keep the policy i loss my bank card same day i talk to manger i called back to give my new card# the lady put me on hold 10 minute will look in to it WO

Dispatch # [protected].
Air conditioner went out 8/14/21. Air conditioner guy came out monday 8/16 says we need a new Condenser and Air handling unit. Waited all week to hear something about when the new parts would be in and installed. Made numerous phone calls stating it is a emergency as we are retired ourselves but also have my 81 year old Mom lives with us. The third night my Mom had a heat event and we had to call 911. we needed to move her to a motel with air that we cannot afford. We live in Texas the house has been hitting 94 degrees.
we also have animials. I called this morning they tell me the parts will not be in until 8/30, one week from today! You have got to me kidding me!
We cannot afford a motel nor can we exist in this heat for another week. During this whole process I was not able to speak with one person here in the United States. I ask to speak with supervisor and was told there were none available and the one would call me back in 24-48 hrs.
We need an air condition installed immediately. We live it Texas. We don't have monies to keep my Mom in a Motel for another week, we have already paid 600.00 that we had to charge because we don't have it. Also part of the installation is considered a modification so we will have to come up with 1600.00 out of pocket!I have never been so upset with a company not doing there job in a timely manner and not caring if it is a emergency or not.

I put in a service request on the 16 Jun 2021 for a Aircondition repair with American home shield. The service provider assigned me for repair to Family heating and air a week later the company finally showed up for repair and found they. Needed to order a part. Two weeks later I call and ask was the part in they said yes and scheduled the appointment for the next day repairman never showed up and didn't call to let me know they wasn't coming for the repair. Another appointment was set and the repairman came out and ask and didn't bring the part for the repair. He then called the company and inquired about the part and found the part was never ordered. On the 16 Aug 2021 I again called the company and implied they would get back with me for an appointment in which they never did. I called American home shield they contacted the company and said the company will be out on the 19 or 20 Aug., again they didn't show up or called. I'm not happy with the service you have provided I ask that you send competent company's to service your client in the future. This is not good business practice

Contract # [protected] --- I paid my $75 fee on 6-8-21 for a contractor to repair my StoveTop issues. First contractor never showed up. AHS reassigned repair order to Axis Appliance who inspected the StoveTop on 6-16-21 and finally returned on 6-28-21 to repair. After installing two new burner switches and a fan switch Tech said it was fixed...however the Red "on light stayed on when the 2 burners were turned off and the fan light came on when the grill side switch was turned on. Submitted a 2nd claim and another Tech from Axis Appliance repaired the stovetop on 7-14-21, however this time when the large right front burner is turned on you cannot adjust the heat level and it stays on the highest heat level. On 8-16-21 I submitted another claim on the StoveTop, paid another $75 fee to fix what was never fixed right in the first place. Today, 8-17-21 Fleming Appliance showed up and fixed the problem with the StoveTop telling me that the two Axis Techs had incorrectly wired the 3 switches and left bare wires in the switch compartment. I had to pay the $75 service fee twice which I would expect AHS to refund on $75 fee to me.

This is been going on since July 2 no resolution supposed to be in contract relations Still without an air conditioner Supervisors don't return calls Extremely rude!.Basically it comes down to this they really do not care about their customers I've been with them for over 10 years and being treated like this amazon looks better than better At least they have a department where you can call and get some kind of resolution these guys don't care Choice home warranty seem to be better also

Service address: 113 Amethyst Stars Ave. No Las Vegas NV 89031
Name: Yvette Walton Phone # [protected] email [protected]@yahoo.com.

I have been on hold for an hour waiting for the resolution center. Every time I try to login I get a login page error. I have spoken with Mark and Grace. Originally Mark told me that Dr. Cool who was sent to do the work was not available today to send the report required to do the next step of the repair which is the Drywall. I called Dr. Cool and they said they sent it on 8/14. The pipe was repaired on 8/13 now I need the drywall replaced. I called back and now according to Grace AMS will not repair the drywall and to call my home insurance. I requested to speak to a supervisor and she declined to connect me by was to transfer me to resolutions. I am currently still on hold as I write this. A representative names Darwin finally came on the line and after another 30 mins said that the drywall repair is not covered. How was the pipe going to be fixed without removing the drywall which by the time a repair person came out had collapsed. I am not pleased at all. I have had this service for several years and when I really need it I am told that it cannot be done. I could have went with my home insurance in the beginning had your representative not stated that all would be done my your company. I will start looking for another plan that I can rely on. 2 hours spent with no help at all. I have referred your company to many people I will be sure to let them know what to expect now.

Buyers Beware! This company is a big scam and needs to be investigated considering all the horrible business practices it does to all of its customers. Our washer machine broke down over a month ago and American Home shield (AHS) sent A&E Factory Service contractor on 7/10/21 contract # [protected] & contract # [protected] on 7/25/21 to fix our washer machine but due to the age of the washer unit, the parts could not be found or ordered and according to AHS policy they will be required to replace the washer machine. AHS did not do so and their excuse was we did not receive the diagnostic report from A&E Factory Service. I called A&E Factory Service many times and asked them to please email AHS and send a copy to myself which they did but up to today 8/14/21, AHS still denies of not receiving the report and will not accept the diagnostic report copy I received from A&E Factory Service. So AHS sends another contractor which now says it may take 1-2 weeks for the part to arrive and may take longer if they find other issues. Our washer is still not repaired and this issue has been dragged on for over a month and a half for a family who has to manage a disabled bed bound adult person living with MS and requires this washer machine every few days. We have constantly made AHS reps and their contractors aware of our situation but they do absolutely nothing about this issue. Is this how a company should treat its paying customers? This is called customer abuse.
Furthermore AHS Representatives delete reports/notes from their customers portals to hide evidence from being audited for legal issues. For instance they have deleted 2 other additional contractors besides A&E Factory Service who canceled and did not show up during this past 1.5 months of waiting. It is obvious American Home Shield's main objective is to maximize profit and to be in absolute disregard towards its paying customers. It is a shame that so many customers have suffered and not a whole lot has been or can be done against this company.

Description of Complaint: My Central Air hasn't worked for at least 3 years. AHS would assign local companies to repair/service my air conditioner. Yet it still has not worked. The last company that came to check it out stated that I need a whole new unit. He did tell AHS. However, they have not done anything. I call I speak with a representative I give them the I'm told that they will raise my concern to up the chain to management. I never get a call back from anyone. I had to put an air conditioner in my kitchen window. The water from the unit has runs down the front of my house I use 2 large towels and a plastic bag to try and stim the water from running down the back of the sink into the downstairs bedroom which now has mildew on the ceiling which needs to be torn down and replaced. I'm afraid that my sink and cabinets are going to fall as well. I'm paying for a service and that as failed me I need help now. My home is extremely hot. and I have a lot of health issues and the heat is unbearable

July 2, 2021 made initial call for service of air conditioner. Left Coast Air was assigned. They had to be recalled to our home 6 additional times. Dispatch#[protected], #[protected], [protected], [protected], [protected] and [protected]. This recurring issue was reassigned to Left Coast Air who was never able to diagnosis the issue. Over a period of one month and multiple visits to our home, Left Coast replaced the fan and thermostat which never remedied the issue. On August 5, 2021 I insisted we needed another contractor and was told that couldn't be done. Therefore, another recall #[protected] was issued to Left Coast Air. Left Coast never called or answered my detailed voice mail. We had an infant coming home from NICU and disparately needed the air to work. On August 12, 2021, I reported to AHS that I want to cancel the policy and Left Coast Air was not welcomed on our property as they had to fix the issue and most importantly never even called after the last recall and ignored my messages. The AHS receptionist insisted another contractor could fix the issue. I reminded him that I was told on August 5th that could NOT be done. However, another contractor was in fact assigned; Right Tech Heating & Air dispatch #[protected]. Was told by AHS due to the emergency with an infant in the house the service call would be within 4 hours. Immediately received a call from Right Tech that they do NOT service our area as we are too far away. Right Tech closed the service request. I had no choice but to hire an independent contractor. The independent contractor diagnosed the issue at 9:00 a.m. on August 13 as an inoperable "contact relay switch". He immediately obtained the part and I paid $180. This is an unacceptable situation when AHS gets paid via an automatic withdrawal from my bank account yet does NOT provide the needed services.

Monday Aug 9, 2021 an AC technician came to look at my ac. and say that I was complete out of Freon. I didn't have the money to pay at the time so once I got the money I scheduled it for Wed Aug 11, 2021. He came ready to fix the leak and put the Freon in. but he didn't because he said there was a cooper wire that someone moved it. and with the vibration of the ac running the copper wire was rubbing against the tube for the Freon causing the leak. So it wasn't natural ware and tare. And he was going to send in claim to American home shield and they would e-mail me with the verdict.

I heard back. the email said: There are limitations associated with approving your move copper line not covered due to not normal wear and tear per section C 4 a no cod for dispatch [protected] under your American Home Shield home service contract.

I called them. I was denied the claim, because the leak wasn't caused naturally but by someone moved the wire . and because of that i cant get it fixed. well the guy I talked to said i could go somewhere else to get it fixed. but that will cost way more than what i can afford. So I've been sitting here in a hot house for almost a week. And he didn't care.

On 8/1/2021 I initiated a claim with ahs in regards to our hot water heater no longer working. Ahs sent out a plumber (plumbing repair asap) who diagnosed the problem as a cracked heating element that could not be repaired. Ahs agreed with this tech. And stated that a new heater would be ordered. This is 8/13/2021 and no hot water heater.
We have been customers with ahs for 10 to 12 years and have always had excellent service but not this time... Why the delay and no update or "explanation as to the delay". I have called customer service 9 times and always told that the water heater was on order. Too long to place an order...
Our agreement number is [protected] and the request for service number is [protected]. Our e-mail address is [protected]@yahoo.com... Physical address is 209 forrest lane ruidoso nm 88345. Can you help as we truly wish to continue our relationship with ahs? Thanks for listening, phil ladue