American Home Shield [AHS]
Reviews and Complaints

Our first call to AHS about our dishwasher leaking was on May 28, 2021. We have had 5 appointments scheduled.
1. first one was June 4, 2021 with Ben. He said it was fixed, but when we used it it still leaked.
2. June 12th Second appointment was with Ben. He did a couple things, said it was fixed. When we used it it leaked even worse.
3. Third appointment on June 26 Was also going to be with Ben even though I asked for a different technician. After waiting hours for him, Sears called and cancelled because he was sick.
4. Fourth appt was with Joseph on July 1. He ordered some parts because whatever he did caused the Dishwasher not to work at all.
5. Fifth appointment onJuly 17 to install the new parts. After waiting for him Sears called and cancelled again because the truck broke down.
After five appointments we are still without a dishwasher. We asked to talk to supervisor but Adrian at AHS first said we couldn't, then said he put in a request for us to have a supervisor call, but no one ever called.
We think after waiting for 2 months and 3 tries to fix what seemed like a simple problem to start with and now our dishwasher is not working at all, and 2 cancellations from Sears, it is time to get a new dishwasher.

I have trying to get my dishwashers fixed for over 2 months. I keep getting told that they haven't received the diagnostic report. There is no parts available to fix the dishwasher. I have sent the diagnostic report and so has Sears. I need a new dishwasher!

May 25th called for service request on LG refrigerator. Display panel and ice maker were inoperable - therefore food was spoiling and we could not set temperature. Display panel was taken away to be rebuilt by AHS for 2 weeks (unsatisfactory refrigeration during this time). After replacing panel and ice maker they still did not work. Then repairman replaced a computer board at back of fridge and still nothing worked! He left and I heard nothing else until I contacted AHS. They assigned another repair company who were no-shows . Finally they sent a 3rd contractor who asked me "what was wrong"! He looked around a bit and left too. I heard nothing from them or AHS. SoI have been calling 3/4 times a day to AHS for the past 4 days without success. I have been left hanging on phone for hours - cut off - told lies and have now contacted BBB to get help as well as yourselves. I am an officialhealthcare provider with a handicapped/disabled daughter in the house with inadequate refrigeration and no way of contacting AHS to get a reasonable resolution. At th time of writing I have also mailed out 2 letters to the CEO of AHS for all the good it will do. If I am not contacted with a reasonable resolve then I will be forced to seek help at Small Claims Court. My contract Number is [protected]. Thank you. Judith Karim

DO NOT PURCHASE AMERICAN HOME SHIELD! YOU WILL REGRET IT! It took them 7 months to finally replace my range. They had the contractor look for the parts. When he couldn't find the parts, they still did not want to replace it! The fought me on it! After writing a post on Twitter about it and my A/C which has had a ticket out on it since 9/2020 (which still has not been fixed) they decided to replace it. And..they were supposed to refund me the $100.00 deductible that I paid. And...I still haven't gotten that yet. They said that it is cause of the pandemic there is a delay on appliances. I'll take that excuse but why hasn't my A/C been fixed yet? It's almost been a year! Their excuse was that they do not have a contractor who is insured to go onto the roof. So..they closed out my claim! I paid a $100.00 deductible for this service! AHS needs to find someone to fix my A/C unit! I have been calling them every week for the past month! Now I'm writing letters to the BBB, OAG and everyone else to light a fire under their [censored]! I even have an attorney involved at this point! I'm over it! They take your money out of your account every month and provide you with awful service! Don't waste your money on them because all of your time is going to be spent on the phone trying to make them do what they are contracted to do! Seven months to replace my range! Ten months and the A/C still isn't fixed! DON'T WASTE YOUR TIME, MONEY AND ENERGY INTO THIS COMPANY!

June 2021 the fan quit, June 16th "sensible comfort HVAC" was assigned.
Dispatch ID: [protected]

A few days later they came out and announced it was a specialty fan with mounting brackets welded on, generic would not work, 1,000.00.

AHS decided to find one. It is now July 15, "30 days" out in July, and AHS cant say when it will be fixed.

I call every day and they are always sorry but cant give repair date

I cancelled two of my policies at the end of March 2021 via a phone call. I continue to be billed with the last billing date of June 15, 2021. I have made phone calls to request this matter be taken care of and on 6/29/21, the accounts were cancelled at an additional charge to me of $46.

The reason for my cancellation was due to AHS not providing a plumber who was able to fix or replace a water heater. This left my tenant without hot water was weeks. They refused to provide a new referral for a plumber. Even though the assigned plumber did not return emails or phone calls with either AHS or me. At the time of my phone call at the end of March I asked to speak with a manager and the agent refused but yet agreed it was unacceptable to ask anyone to live this long without hot water. I requested that both my rental property contracts be terminated. Soon after my request the agent terminated the phone call. As indicated I continue to be billed.

As for the water heater I purchased one myself and had it installed by a local plumber. AHS did reimburse $664.08, though the cost to me was over $1000.

During my conversation with a representative (Mary) on June 29, 2021 I was assured the matter of my reimbursement would be looked into and I would receive correspondence. I explained my cancellation phone call was the last phone call in March 2021, and that I have no control over what the agent puts in the notes.

As of 7/13/21, no call has been received and again my phone call was transferred to the retention department. These phone calls are recorded and logged so there is no reason why my request has taken so long to review and my reimbursement processed. I again explained the above information the retention agent (Paige) on 7/13/21.

At the end of my conversation with Paige, she indicated a manager would contact me within two business days. I explained this was the same answer I received from Mary on 6/29/21 yet history AHS would lend otherwise. I explained I would be filing this complaint and she thanked me for my patience as I spent over an hour to speak with her and receive the same answer as I received on 6/29/21.

I have the platinum plan, which I've never used before attempting to do so on June 17, 2021. I called multiple times and after finally getting someone out. It took over two weeks for someone to finally come out and check out the problem. Even though, I have the platinum plan, I was told that in addition to the $109.00 service fee on top of my regular payment, that due to the inside unit having holes in it, that I would be required to pay an additional $1500-$1600 in fees for Freon. I was quoted an outrageous price for Freon and was told that I would need more pounds of Freon in my A/C unit than the unit's capacity. To this very day, no resolution. I live in Arkansas where there are extremely hot temperatures. This company's action or lack thereof is unreasonable and bears a close resemblance to a SCAM! AHS is very good at collecting money, but no good at backing their service agreement/claims. Please help me to get assistance in requesting that AHS honor their agreement as advertised.

Carolyn Harding
contract#[protected]
Warren, AR 71671

Contacted AHS initially on Sunday, June 27, 2021.   (our AC had gone out during the night of the 26th) We live in the Desert and temps have been between 100-115 degrees.

David from Sweet Mountain Air called on June 28th and said he would be out at our home between 3-7.  David came and told my husband that we would need a new AC compressor.  He stated it would be a while and gave an example of another customer hat had already waited a month waiting for the same part. Our other option was to buy an AC compressor that he had at home in his living room but that would be in additional money paid to him directly, in addition to the AHS service fee, but we would have cool air quicker.  

I called to follow up with AHS on June 30th.  Apparently, David (Sweet Mountain Air) had not put in a work order or shared any info. with AHS. Interestingly enough, I was billed a service fee for $75 from American Home Shield authorized on June 29th and deducted from our account on June 30th.   I informed AHS that I had recently been in the hospital and was supposed to be in a cool, non-stressful environment resting, both my husband and I had health conditions and had 3 dogs (one is elderly and one has a seizure disorder).  I informed them that this was putting our health and lives at risk.  They reached out to Sweet Mountain Air a few times while I was on hold with no success.  I was told things would be escalated and to call back in 3 hrs.

June 30th continued... I called back in the afternoon and was told we were approved to use an outside company.  They gave me the   Dispatch # [protected].  I was given a list of 6 companies not to use (Parker and Sons, April Air, Azca Drilling and Well Pump, SS AC Heating, INc, Plumbing Medic, Pro Tech)  I was informed to follow these steps:  Make sure company was licensed and insured, Call AHS w/diagnosis and estimate before completing job, Customer will be responsible for charges, send receipt for reimbursement to [protected]@AHS.com and our we should receive reimbursement in 10-14 days.

July 1st, AHS  left a message stating that the outside authorization offered, has been canceled.  They will be dispatching Sweet Mountain Air, and will call me today to service our AC. 

On July 2nd, we called to say that we did not get a call and wanted to speak to a supervisor.  I was told one would call me back in an hr. 

There have been @ least 20 calls between AHS and us. (We would be happy to provide specific info. regarding dates/times)   Each time we have been put on hold, told Sweet Mountain Air had not been in touch and things had been sent to the escalation department.  Each time we have to repeat our story and remind them that we live in the desert and having no AC is a health issue. There have been many heat related deaths in our area.  They were also informed EACH time that I had recently been in the ER, both my husband and I had health conditions, an elderly dog and another dog with a seizure disorder and it could be life threatening for our family to be without AC.

We have never heard from a supervisor or received any info. regarding our AC from American Home Shield or Sweet Mountain Air.  Today is July 12, 2021. We told AHS that we had another company come and give us an estimate and the AC compressor was not broken.  We did end up hiring that company to fix our AC on Friday, 7-9 and ironically the AC compressor is fine.  It was never "broken" as we had been told.  It was actually a small part and the compressor was turned off when David from Sweet Mountain Air came here.  American Home Shield and Sweet Mountain air have both scammed us and been dishonest.  We want reimbursement for getting our AC fixed.  We also want to warn other people so this doesn't happen to them too.  

I filed a service call for stoppage slow drain and to fix a faucet handle
Plumber ran a snake though the toilet said they would have to run a larger snake cause small snake not long enough. They said they would have to take toilet off to due it. Ahs says they do not cover that but in contract it says it does they put me on hold many times hung on me still waiting on call from supervisor from 3 diff calls I made been on hold twice for over 30 mins.

Here's what contract says they covered (4. Plumbingcovered: leaks and breaks of water, drain, gas, waste orvent lines - toilets and related mechanisms, toilet wax ring seals, faucets, shower heads, shower arms, valves for shower, tub, and diverter, angle stops, risers and gate valves (similar features of finish andstyle used when replacement is necessary) - hose bibs - basket strainers - permanently installed sump pumps (ground water only) - built-in bathtub whirlpool motor, pump, and air switch assemblies - pressure regulators - expansion tanks - sewage ejector pump (septic system sewage ejector pumps are not I covered unless optional coverageh.3is purchased) - clearing of sink, bathtub, shower, and toilet stoppages - clearing of mainline drain and sewer stoppages through an accessible clean out up to 100 feet from access point - clearing of lateral drain line stoppages up to 100 feet from access point including accessible cleanout, p-trap, drain or overflow access points) so they do not want to due what they say cover never give a straight answer

We submitted a service request to American Home Shield on June 16, 2021 on our home A/C.
The service request was assigned to a local Contractor and the contractor came out to our home on June 18, 2021
and identified the problem as a Fan Motor and Control Board that need to be replaced.
The Contractor attempted numerous time to submit the request for parts to American Home Shield.
American Home Shield took over a week to approved the parts replacement. After numerous calls from us and the Contractor,
American Home Shield finally approved the parts replacement and told us that the parts were scheduled for delivery on July 3, 2021.
Each time we call, we get someone in the Philippines that can hardly speak or understand English.
They also refuse to allow us to speak to a Supervisor about the problem.
It is now July 12, 2021 and the contractor has still not received the parts.
American Home Shield refuses to provide any tracking number on the parts shipment and reasons for delays.
My wife has medical issues and we have been without A/C for for almost a month with 90+ degree temperatures here.
We need help getting American Home Shield to honor the Service Contract that we have with them.
We've been paying American Home Shield for a number of years for this service and they are not honoring the contract to repair our A/C.
Email Address: jd. [protected]@sbcglobal.net.

Our gas water heater broke on 06/15/2021. Called AHS. They charged our cc $75 service fee and dispatched a plumber that couldn't be here until June 21..a week later. The plumber showed up and agreed that, yes, we needed a new water heater. A few hours later, my husband received a phone call from a MOLD ABATEMENT/Water damage restoration company, saying they were referred by the plumber. They came out and told my husband it would cost $4000 to remove and replace the drywall, in the tiny, outside, closet! There was no mold! We are in Arizona…it's 117 with 10% humidity! Plus, we knew, right away, that the water heater had gone out, so even if we weren't in scorching, dry as HELL, Arizona, there wasn't enough time for mold to have set in!
Anyway, the plumber then contacted my husband and informed us that our out of pocket expense would be nearly $700! "They don't make your water heater anymore, so we have to perform major modifications". At the same time, their mold buddy is calling saying "you won't have any out of pocket because we'll cover your $1000 and just bill your homeowners insurance".
We called the manufacturer of the water heater, RHEEM. They told us they had a newer model which was "plug and play"…"no modifications".
During this time, nearly a month, we are calling AHS and being told "I will have to escalate this to a supervisor…they will call you back in the next 24-48 hours".
Well, it's been a month…no return calls….still no water heater.
Every call we've made, we noted the name and ID number of the FOREIGN CS agent. Who, by the way, according the the next CS agent we talked to, never escalated anything. Also, EVERY CS agent we spoke to LIED about what was going on and what they were telling us…at least that's according the the current CS agent.
BEST PART….We've been recording THEM!
In any case, the last call to AHS, we were told that they were not sending out another plumber, that we had to deal with the lying, thieving, unscrupulous, plumber. Lastly, the CS agent admitted that there aren't even any supervisors or managers in their building….or even their Country!
Even though AHS sent them to us, the lying, thieving, unscrupulous, plumber was our problem!

Avoid AHS…

Service Request # [protected]

On June 10th, I placed a service request for my downed and out of service refrigerator. American Home Shield was notified that this should be made an expedited request because my wife suffers from MS (multiple sclerosis) and her sister, who lives with us, suffers from diabetes. Their medication must be kept refrigerated. Initially Frig Wiz was the assigned vendor. In speaking with Frig Wiz I learned that they could not respond for the repair until the following Monday. I felt that would be too long and requested another vendor who could expedite the repair.
That second vendor, East Electronics, responded two days later, looked inside the refrigerator and said that all it required was for the refrigerator to be unplugged and defrosted. I explained that if that was the problem then shouldn't he use a heating instrument to defrost it and expedite the matter? He explained that his company did not allow him to do this. I then proceeded to place a towel beneath the floor inside the refrigerator and waited for defrosting. The following morning there was no sign of water drip or wetness on the towel. I then opened the panel that covered the alleged frozen part and saw that it had already been defrosted prior to East Electronics looking at it. The refrigerator did not require defrosting. I then reported this to East Electronics who did not respond to my telephone or text messages until about three days later, after I reported their negligence to AHS who ended up phoning East Electronics to respond. At their second response to my residence, the vendor explained that a non working fan was the problem. He would have to request the part and it would take about a week. This was on June 21, 2021. It is now Friday July 9, 2021 and East Electronics has not responded to calls or text messages. This has been reported to AHS who also has not been unable to reach this vendor. On July 8, 2021 I requested another vendor be reassigned who can professionally respond and make these repairs but AHS has told me I have to wait 24 hours for a response from East Electronics. The 24 hours has come and gone and still there is no update to my account from AHS nor a response from the vendor. American Home Shield explained on July 2, 2021 that East Electronics requested the parts but had not received them yet. Those parts had been requested outside of AHS. On July 8, 2021, another AHS agent explained East Electronics requested the parts from AHS but that request is not in their system. Again I requested a concession and was told that a supervisor would contact me. The supervisor never phoned me. Today I spoke with another AHS agent, he explained that he was unable to reach the vendor. Again I requested a vendor switch. He explained that a supervisor by the name of Maricon would call me to discuss that. I notified him that if I did not receive a call from that supervisor today I will report my grievance with the media. I am sure WAVY 10 would like to look into this story and learn that there is quite a negative and disappointing history of customer service with AHS. I will have to wait am requesting that you intervene and correct this problem. A long standing customer should not experience such a problems, particularly when there are medical issues involved. I pray you can have this matter expedited through your office and it won't have to be elevated through the media and result in my unsubscribing with your company.

Respectfully,
Jose L. Ramos
2429 Dunbarton Dr
Chesapeake, Va 23325

Contractor showed up on June 16, 2021. He was not trustworthy, said some very "shady" things about needing to drain our coolant and add different coolant. We told him we would go with his other diagnosis and wait on that recommendation. We have been contacting AHS since that date. We have asked for another contractor for a second opinion. We have been told they needed to speak with the contractors company, etc.. We have been told a supervisor or manager will give us a return call at least twice now, We have spent over 6 hours on the phone either trying to get to someone or on hold. I am now on again, and am now being told they can not even get someone in the escalation team on the phone. It is 112 degrees in AZ and we do not have AC! WE have been customers of AHS for over 20 years. This is absolutely unacceptable!

On June 14, 2021 I placed a service request to fix my broken washing machine. AHS sent Sears nearly two weeks later; they came and failed to send AHS a diagnosis, and ordered a part that is on back order. Sears did not arrive on the day they said they would; I called AHS and they have steadfastly suggested that they can't do anything without a diagnosis or evidence of backorder which, again, is their contractor's fault.

I have been on hold and on calls for over 4 hours (and counting) and have two children and have been without a washing machine for several weeks with no end in sight.

I placed a service call on 6/17/2021...Contractor contacted me we set a date... He detected compressor was no good.

I was advised to contact ahs within 24hrs to see what was going on. When calling ahs I was inquiring about there cashout program... They sent some info to my email address didn't understand so I left it alone.

I have been calling them for the last 3 weeks inquiring about my open work order. I have spoken with 4 different reps and have gotten 4 different answers. The first one stated the part should be at the contractor by thurs which should've have on july 1, I called on july 2nd there wasn't any info on the part, called on monday july 5 rep stated part was ordered on june 30. Rep stated contractor didn't sent paperwork/invoice until late. I personally called contractor he stated he sent all the info by june 26 so why wasn't my part ordered?
So its another hold 24hrs and I called got a rep who stated cause I inquired about the cashout process the part was never ordered...

Now... If I wouldnt have been calling I wouldnt have know a damn thing

On Saturday July 3, 2021 my wife called in a service request for a broken water line under the house. No service provider called. On Sunday July 4, 2021 I called to find out when service would be performed. I was told to call back in 4 hours. When I called back I was told that a provider would be calling me shortly. No provider called. On Monday July 5, 2021 I again called and was told that a provider would be calling shortly. No provider called. The $100.00 fee was taken out on Saturday but no service was provided. This is a repeat call for the same problem that Edmondson had reported to be fixed on June 17, 2021. We have now had the water turned off for three days. I am not a happy camper at the present time. When will it be fixed correctly? My wife and I are both disabled and I can not go under the house to fix it myself.

On June 25, 2021 imitated service request. Alltech, which is another issue, could not respond until 6:00 pm 5 days later. Called customer service AHS, agents that you cannot understand and when you ask place you on hold and never come back on and you get disconnected. On 07/05/2021 I figured I try again, same old same old. Poor customer Service, ask about cancellation they transfer you and guess what you get disconnected.

They refused to act on a covered home warranty repair, our air conditioning went out. We were without upstairs air conditioning for 7 weeks until we hired our own local contractor. My 8 or 9 phone calls to AHS during that period were met with lame excuses every week, from English language-challenged "customer service" representatives, and then nothing happened week after week. I tried to use their online process but there is no way to email or contact them regarding questions or complaints. So, you have to request a AHS representative, many of whom speak very poor English, and the sequence was always: apologize profusely-then blame their own local contractor they have on retainer-then assure me all is taken care of-and then nothing would happen week after week. The contractor repeatedly said they sent the required information to AHS.

The contractor also said they could fix the problem the next day if they had AHS approval, and authority to buy parts locally. But there is a convoluted approval process, and AHS insists on shipping the parts. There we were, 6 weeks later and counting, with no upstairs air conditioning. In week 3 after my initial request, the AHS representative said all was approved and taken care of, and I didn't need to do anything. Then, as usual, nothing happened. I called back in week 4, and their representative dusted off the week 2 excuses, blaming their contractor for not sending required information, and stating that approval had not been given yet for the repair. I called in, and also reported the initial work order on 29 April 2021, but they reset the start date to 17 May 2021 based on a phone call, apparently to hide the lengthy time delay.

After 6 weeks of sweltering heat in our 2d floor where all the bedrooms are, and after paying that lousy company over $1, 000.00 in monthly premiums, we had enough and cancelled the home warranty contract. I'm 64 years old and AHS has been about the worst customer service experience of my lifetime. I deserve a refund. The first time we used our AHS agreement was last year for a different home warranty issue, and it was fixed the next day. We were impressed. This year, there was no urgency but there was plenty of excuses and blame, and meanwhile the warranty-covered repair was not done and there was no apparent effort to complete the repair. Good riddance to AHS. We hired a local contractor and they completed the job 1 week after our initial call, but at a cost of $6, 591, which we shouldn't have had to pay because we had insurance with AHS

When I called AHS to cancel my contract, I was politely explaining our reasons for cancellation and their representative hung up on me during the call. That was typical of the "customer service" I received from AHS. Then they had the nerve to send an email (which you can't reply to), stating that we owe a $47 cancellation fee.

On a scale of 1-10 with 10 being the best, AHS is a negative 10.

I complained to AHS over 2 years ago about an unprofessional contracting company they sent for a repair. I filed a complaint, they sent a new contractor and I agreed to stay on with them. Now speed up till today. They sent the same contractor to my home for a service call, and it took almost an hour to cancel my contract with them. When no one answered he and his people had the audacity to walk around my home and look in the window. No professional clothing, car or even a business card did they use to identify themselves. When I wanted a resolution for them to send another contractor l they wanted another $100. Then I said no cancel my contract, and it took another 30 minutes and me being a complete jerk to get my contract canceled.
Big waste of money and time. Just save your $75 a month. 00 stars