American Home Shield [AHS]
reviews and complaints

On 2/25/21 I placed a service request because my washing machine would not drain and was giving me 2 different error codes. I was contacted by Jeff with JMorgan Ent. who scheduled to come look at the washer the following day. On 2/26 at 5:26 pm I received a message from Jeff saying he was stuck at he previous job longer than expected and asked if we could reschedule for the following day around 9 or 10. He finally showed up around 12. He spent about 10 minutes looking at the washer and said he needed to go get a part and would return. He later sent a message saying he couldn't get the part until Monday and would come to fix it Monday Morning, 3/1. At 9:14am Monday Morning Jeff sent a message saying he was picking up the part and then on his way. My husband stayed home all day waiting for Jeff and he never showed up. We contacted him and finally got a response at 3:23pm saying he was on his way asap. At 5:40pm that evening we received another message saying he was in a car accident but heading our way. We had dinner plans so I told him it needed to wait until the following day. on Tues, 3/2 i messaged Jeff at 2:42 pm asking if he still planned to come to fix the washer that day. He once again said he was on his way. He did not show up but later on sent a message saying that he spoke witht the AHS authorization dept. and they it was possible they would just replace the washer because of several recalls and the control panel needed was discontinued. He went on to say he would send me the confirmation for the replacement. I never received a confirmation. On Friday 3/5 I contacted Jeff and told him I still hadn't received anything. He said he would send it again and have AHS contact me. When I still had not heard anything from either Jeff or AHS by Wed the following week I called AHS. AHS called Jeff and he told them that he had been waiting on a part that he just received. He confirmed with AHS(while I was on hold with AHS) that he would arrive the following day 3/11 at 11:00 to install the part( remember he told me he had a confirmation from AHS for a replacement washing machine) On 3/11 my husband stayed home once again so we could get out washing machine fixed and Jeff never showed up AGAIN! We never heard from Jeff. I messaged Jeff on Mon, 3/15 telling him that I intended to ask AHS for a different contractor due to his unreliability and lack of professionalism. He responded saying his phone was broken and he would resolve the issue asap. I spoke with AHS again and told them every thing that was happening. I requested a new service technician but was told that they had already paid JMorgan Ent for the parts and labor because Jeff had said the job was finished so he needed to come and complete the job. I was obviously very frustrated at this point and was very clear that I did not rust that Jeff would show up. We also couldn't afford to take off any more work to be stood up. The AHS representative convinced me to give Jeff one more chance and I very reluctantly agreed. The appointment was set for the next day. Guess what... Jeff didn't show up AGAIN! I was so beyond over the situation. On 3/31 I called AHS again and demanded a resolution to the situation. To shorten it up a bit, I was told there was really nothing that they could do and did not intend to send another company since they had already paid the invoice to JMorgan. When I asked to speak to a manager or someone who had the authority to resolve the issues, I was told that there was no one else for me to speak to and that there was nothing else they could do. I then asked to be transferred to the cancelation department which the AHS representative was happy to do because I was past being nice at this point. When this situation first started I only placed the blame on Jeff but after AHS's complete lack of resolving the issues after multiple attempts I found them to be just as unreliable and unprofessional. When I was transferred to the cancelation dept. I spoke with Pam W. At the time, I found her to be very helpful and she acted very much like she wanted to resolve the issues. She worked on a plan that sounded fair and promising and I was hopeful it would get resolved. I really only ever wanted my washer fixed. I have 7 children so imagine the amount of laundry. Pam told me that my complaint was being escalated to the appropriate department and I should have a resolution within a couple business days. She sent an email detailing all the things that would be done to resolve the issues. I never heard anything from AHS. I emailed Pam the following week to let her know I still hadn't heard anything. No response. I sent a follow up email weeks later and still no response. I still have not been contacted by AHS and My washing machine still has not been fixed! I am a fairly patient and understanding person. I understand things happen so in the beginning I was patient and kind to both Jeff and AHS. I have never been so appalled by how a business deals with a situation as I am with AHS. I still have all the texts from Jeff and the email from Pam if needed.

The first technician from Ace's Garage Door Repair came out on May 31, 2021. The issue is that our garage door opener doesn't engage. The light wouldn't come on and it wouldn't work at times. The technician, without even looking at the opener, said your door is old but your opener is new. He turned up the power on the opener and said it should be fine. Yes, our door is old, however the opener is at least five years old. The technician left and the opener failed again. Another technician was sent out and he came on June 3, 2021. He opened up the opener (which the first technician did not do) and found that there was a wire that was loose. After he left the opener failed again. American Home Shield said that the company would need to come a third time before they would sent it to another company. I had an appointment scheduled for June 8, 2021 and after waiting for them for five hours they did not show. I called and they said they were not coming because they can't keep coming out and not get paid. American Home Shield will not send out another company because the first technician put in his report that we need a new garage door. Our garage door works fine. If he thought the door was the problem then why would he say the issue was that the garage door opener needed the power turned up. The opener does not engage to even begin to open or close the door. It is quite obvious that there is something wrong with our garage door opener.

I had a service call for my refrigerator. When the repair person came he said I will have to get parts but they were in stock and made an appointment to come back to install them. He stated you will need to turn this refrigerator off for 3 days before he comes otherwise he won't fix it. They day come for the repair we turned it off in the morning by late afternoon I was informed they didn't have the part and no one would be coming. We than scheduled another appointed after I received the parts. Again I turned off the refrigerator in the morning I called several times during the day only to be told the repair man would be coming by 7pm they told he that I apparently wasn't home and the appointment was cancelled. Now its the 3rd appointment and again my refrigerator is turned off its 90 degrees outside I was informed the repair man should now be they by 7pm again its a whole day with my refrigerator off and a no show for a service man. American Home Shield has become one of the most unreliable appliance warranty services around.

I have made 11 calls over 10 days before they provided service.
They identified I need parts to repair both.
We confirmed an day and time with me, after the parts arrived
Then they did not show up, call, nor email.
Then I left 4 calls/messages over 5 days to the service provider, but have not heard back from them as of yet.
Including waiting for the parts it has been a month and I still do not have my Washer and Dryer repair. To add salt to the wound, the did their automatic renewal of my contract.

Ahs sent a contractor to repair water heater leaks in 2018. Now, the heating unit is blown because of leaks and they refuse to pay for the $330 repairs (not to mention that the technician said the unit really needs to be replaced.) I have been trying to talk with a supervisor since friday but missed the one actual call back and have had no luck since. I had a great experience with ahs in atlanta years ago, but they now are a total scam.

I had a service call on Friday, April 28th from Hers and His Plumbing to resolve a stoppage in the kitchen sink. I do not want that company returning to my home.

1. The technician came to my door without a face mask. I'm not sure what the policy is, but it would have been more considerate for him to at least inquire if we wanted him to wear one.

2. The technician was quite dirty and sloppy, which I understand comes with the plumbing business, but he came into my carpeted living room without any shoe coverings, brought his equipment in though my carpeted living room and left quite a mess at the end of the service call in my kitchen.

3. From the start of the service call, the technician complained about having to work, having more jobs to be completed, wanting to have the day off but was refused. Stated he had won $1000 on a lottery ticket and had to go to Orlando to collect his winnings and really did not want to work late on Friday.

4. The technician did not complete the job, he ran the snake through the pipes, said he had to contact your company because he would need to cut a pipe(?) and he was not sure you would cover it. He left dirty, smelly standing water in the sink. Luckily we were able to get rid of that. It is now Tuesday, we have not heard a word from him. The sink is draining, but quote slowly. My house would certainly have smelled all weekend with the way he left it. With a lot of plunging and some drain opener, we were able to get it to drain slightly.

I believe he did not want to complete the job as the day was getting long and late, and he left with the story of contacting you for further instructions.

UPDATE:

I was told that AHS would not cover my repair because the plumber said it was no normal wear and tear. Well I called another plumber out at my expense and he resolved the issue within 15 minutes without cutting any pipes, etc.

I was also told that a manager would call me and they did not. Great customer service, right?

My A/C unit has been broken since Mar 2021. Amazing Comfort was the original company who serviced my A/C unit. They replaced a servo motor on my blower, an emergency braker in my back yard and the compressor. The compressor was replaced on May 5, 2021. I paid an out of pocket expense of ~$690.00 on Apr 30, 2021. The out of pocket expense was for Freon and paid directly to Amazing Comfort. I notice my A/C unit was not working on May 18, 2021 and I contacted AHS again. AHS sent A/C Plus to take a look a my A/C unit and they determined that the compressor was broken (May 20, 2021). I called AHS on May 21, 2021, and talked to an agent who informed me the part was on order and I was responsible for a portion of the Freon purchase $700.00. I told the agent I just paid for Freon on Apr. 30, 2021 and I should not be responsible for the Freon cost. Please resolve this issue. I have been with your company for over 13 years. I'm a retired Veteran on a set income. Amazing Comfort Dispatch # [protected]. A/C Plus dispatch #[protected]. I asked to speak to upper management at least 15 times. I was told someone will call you back. No one ever calls back.

Thank you for your time.

Nekeith Edwards
[protected]@gmail.com
[protected]

Back on April 27th i called regarding my pipe leaking into my basement. you sent out Pipe Solutions to handle the problem when the guy came he said it need to be replaced. On April 28th i was told a different story i requested a supervise reach out to me after two days no responses then the rep stated they would do a second opinion and if it was the same results i would have to pay of course that was not the case American plumbing came out and said why would they need a second opinion its clear this is a problem they could not do the work so they sent out mount plumbing on May 7th at that time they took pictures and advised me that it would be Monday before they might not get the information until then. I waited and after a few days i called AHS and was told they were waiting on the second opinion i have been getting the runny around since day 2 and its currently 35days and still not getting the true understanding of why I'm still not getting any answers and not able to talk to a supervisor. I was lied to from your REPS on a contentious bases peoples look at the notes on my account i cant make this up. Up to today i was lied to that they spoke to Mount plumbing and they are just waiting for more information i even told the rep i was going to call them when we got off the phone, as i did and was told they called acted like they could not here and hung up I have had this account since 2014 and in no way did i think this would have happen. its been 35 days as of today the problem is still her you received the $75 and my monthly payment i just want want is right to be done. At this time I'm force to contact the BBB my local News and the Title company's n my area lettings home owners know this is a waste of money your better off taking your chances my subfloors are being damaged by the water each time my bathroom water is used. I called yesterday and today to cancel and even then they are still trying to feed me the mess. I called back for the corp# and they don't have it when i call the Memphis # it routs you to them overseas. its a shame but enough is enough I'm going to shout it from the roof tops and was also advised from a pluming company that was contracted by you that you guy try not to fix the items and advise them to warranty it out so you don't have to pay I'm going to contact the attorneys general because as a home owner this is robbery .

GE Profile Refrigerator.
Contract # [protected]

***On March 24, 2021, I called in for a frig repair to include: New gaskets, Ice maker & Pull out Freezer rack. All items were notated and sent in (supposedly to AHS) auth dept for repairs/replacement of parts needed with a follow-up appt to install new parts, etc. I received a call from the technician that there were not parts AVAILABLE TO MAKE THAT APPT so he cancelled ***

I have called AHS with no less than 15 calls and aprox. 22 hours of hold and discussion time with No answers as of today. The call center has done the following with NO solution thus far:

> Requested Diagnosis multiple times from contractor for GE
> Escalation Dept has been contacted multiple times with no resolve
>Contractor Dept has been contacted multiple times with no Answers either.
It is my understanding, there is not any parts available for this Refrigerator and it would need to be a cash out per AHS, but yet they don't seem to have the official diagnosis?

At this juncture, I am without a working refrigerator with a Quadriplegic in the home as well. I have done all I know to resolve this issue and am unable. There seems to be NO ONE above the call center to talk to? I have looked for any other numbers to contact and have come up with nothing.

On 03/12/2021, I filed a request for service on my central a/c unit and it was determined my a/c compressor needs to be replaced. Since that time I've called weekly requesting follow up status of my claim.

I've been told that more info is needed from the contractor, however the contractor has not responded to phone calls and messages.

I've always been told the matter would be looked into and I would receive a return call. (Never happens).

I was told this matter would be sent to the Contractor Relations Department but I've been unable to receive a response from them.

At this point in time, my service request has been unresolved.

Call made by me on wednesday 5/26/21 2:17pm. Referral made to accent plumbing. I was told by e-mail I would be contacted within one business day. I called this company to ensure referral was received and was told they had no appointments available until next wednesday by their rep.

I called ahs back and informed them of this. I had to speak with two different reps to get a new contractor to assisgned because they told me it was reassigned to bear plumbing contract id#[protected] with appt date of friday 5/28 9am.

After not receiving a confirmation e-mail I called ahs again that is when 2nd representative told me they had no record of that assisgnmen. I gave them the id # and they said it was not in their system and would speak to a supervisor to get it assigned and they would call me back.

I do not appreciate the hardship and inconvience caused by ahs as being without hot water is a extreme hardship.

My ahs decuctions are made every month by ahs and every time I called for service there is extremely poor customer service.

I had the same issue with microwave during feb 2021 and the microwave still doesn't work properly and last contractor reported it works good. The microwave still shows "keypad shortened out service needed. It has to be unplugged for hours and sometimes days and then it says set clock, but iw won't allow you to. Ahs needs to honor there contracts and replace this microwave.

And now I am awaiting water heater authorization as contractor that came today states it must be replaced. I called ahs and spoke to rep neil at 3:11pm today, I had to listen to his chickens or roosters crowing in the background that was very unprofessional and disruptive to the conversation. I asked him if he knew when the authorization approval would take place as it is now 4days without hot water and memorial day holiday is monday which will now possibly be 7days without hot water.

How would in ahs employee like to go 7days without hot water?

I need someone to give this expedited emergency attention asap.

We purchased a warranty every month you all take 92.63 from us then we pay a copays of 75.00 to you all but it had been two weeks now keep in mind I have copd and asthma and ac in louisiana its 91 degrees. We waited for two weeks. Contacted them her name was jessica ask to speak to her supervisor she informed us we couldn't speak with her she was busy then ask for hr dept. Phone number she informed us that she couldn't give is that now keep in mind we spent money out of our pocket. We are retried miltary limited income. The compressor is total out so it cost us 2100. Money we had for our bill's then the girl tell us she cannot help us. The contractor tried to contact us sir or mam we have voice mail on both phones. Also we have been with you all since you all started it breaks my heart to no customer service dont mean a thing anymore.. Please contact us [protected] [protected]

I filed a claim on my refrigerator I believe it was September 27 of 2020. The icemaker and water dispenser had stopped working someone came out and took a look at it and said that he could fix it but he would have to order a bunch of parts and a lot of them were back ordered. I waited patiently and then all of the parts came in and I called to see what was going on. I was told that the parts were in and someone would be out to look at my refrigerator. The fellow they came out I think his name is Germain andsaid it was ridiculous that it would cost more to fix through the refrigerator than just cash it out. At that visit I was charge another $100 and then for some reason a second $100. I have been calling trying to get this money refunded and the representative on the phone have been very unhelpful. They said that they refunded my $100 for that visit. Which was Was credited to my account. Then it was debited again. I do not understand why I would have to pay another $100 when it was on the same appliance that I've been trying to get fixed since last year. The people on the phone or single minded and don't have a clue of what I'm trying to tell them. I'm very upset. Even though the refrigerator was cashed out at what I think is a reasonable price for an older refrigerator, I still feel like I'm owed that $200 back. Up to this point I've been very satisfied with the service. But this problem with my refrigerator maybe the straw that broke the camels back. Please help me. I am 73 years old single and have very few resources. This $200 means a lot to me.

I called on May 5 for my AC. The company they set me up with took a week to come out. At this point, May 26, I have spoken t AHS almost every day. They had said the part was ordered May 17 and would arrive May 24. That was not true. It probably hasn't even been ordered. There is no tracking number. I get a different story each time . I can't get past the lowest level to speak to someone higher up. They promise they are taking care of it and making note, etc... doesn't matter - at best I won't have it fixed until 6/1 but that's only if it comes in in the next 2 days, I've had to purchase window units to survive. I am so angry!

My washer is leaking water & as many times as I have called, no one contacts me back after three days! I have left two messages at the service provider to do the work & contacted Home Shield three times & just got disconnected, after being "Promised" I would be contacted earlier this evening! Half the people are hard to understand!
This is the worst Home Warranty Service ever!

I had a water heater issue in March 21. They sent out contractor and contractor submitted wrong diagnosis. So AHS said this will not be covered. I asked for Second opinion the 2nd contractor submitted the correct diagnosis but AHS is not ready to accept it. I had to call them every day for 45 days and spent at least an hour every day on phone. No results, when asking for supervisor, they denied to transfer the call. Worst service experience.
Serious issue like water heater leaks should be attended urgently but After Two Months of follow up they agreed for cash out option. And just offered only $528/- for the water heater which costs around 1200. What a ripp off. I have been their customer for > 7 years paid regularly and very disappointed by service. AHS has Worst service and ripping peoples money. I have cancelled my contract. When cancelling the contract they want one more months payment which is not acceptable. Also they have my credit card info for auto payments and i do not have any option to delete my credit card info from their website. I have to make sure they do not take out money from my card.

How this kind of company exists in United states ? they are not afraid of law enforcement and keep cheating people.

my name is David Robertson my agreement number is [protected] and my dispatch # is [protected].
i had called AHS representative several times for a water heater issues, the plumber from Badder mechanical did come out pretty quick and filed paperwork that the water heater was busted and needed replaced, that's when things went down hill, the representative stated that i would have to wait 10 days for replacement. (mind you the water was flooding my basement. the only way i could get it replaced quicker was to pay for it myself. i requested the cash out option. got it repaired and sent has a receipt of the work done witch was over a thousand dollars, my cash out was 700.00. i sent email. never heard anything, still waiting for my reimbursement cash out. I've called the representatives several times, ask to speak with supervisor, the reps are extremely hard to understand. this has become a crazy thing, ive paid to have insurance and still coming out of pocket for large amounts of cash. i want this resolved, please send me the 700 cash out option i requested, ive already sent proof of the completed work and what i paid.

My A/C stops working and I filled a claim with AHS. A contractor was assigned and service was performed, along with a bill for freon, which conveniently not covered, for $420.

Fast forward a day and a half, the A/C stops working again, service tech comes again, this time is the coil, and it has to be ordered. No problem, it's under warranty right?

Fast forward a week, parts come in, techs install them. Now the condenser is bad and leaking, ok, let's order that, it's under warranty right?

Fast forward two days, got the phone call saying condenser is coming in Monday, let's schedule the appointment to install. At this time A conversion takes place about the amount due when the repair is complete...

So Sir, you owe us $1625.00! Excuse me?

Some warranty right! So, I call AHS and they tell me that the charges are all "not covered items" acording to my contract. The problem with that is that the charges are supposed to be discussed and agreed upon before the repair takes place. AHS never contacted me once about any charges during this time, I only found out from the service provider.

How can it be legal to just rack up charges without notifying the owner?

I've got an appointment for consultation with an area lawyer, this is ridiculous.

To add insult to injury, I called another local contractor and was quoted a brand new A/C unit, installed for $2400.

I am being forced to pay the same amount for a repaired system? What a joke! F'ING Criminals!

To think, I only had AHS because the seller was required to provide it for a year as part of the contract when I bought the home.

Do not trust American home shield, do not pay them a dime, you will regret it. They are scam artists and good at what they do.

I have a leak in my basement it's been going on for 3 weeks ahs sent me a plumber the first time from a far location and they did not solve the issue then I had to call them 5 times to transfer to a local plumbing company and they couldn't find the issue I requested American leak detection and they found it right away a third plumbing company has come out and now I'm waiting on authorization to fix my leak and nothing has been submitted

My name is Mark Norton. AHS Contract Number is [protected]. At the beginning of May I requested service on three of the fans in my home. I was issued a work order number of [protected]. The contractor assigned was Lite It Up Electric and his initial assessment was conducted on 5 May 2021. Upon conducting the assessment the technician diagnosed the problem as: Living room fan needed a new capacitor and installed one, the other two fans; Master bedroom needed to be replaced, and the fan in bedroom number two, required an upgraded bracket to keep it from wobbling. I received a written evaluation and was told by the technician he need authorization for the work on the other two fans and that would take a day or two. After not hearing from the technician, I called on the status. He said AMS told him the fans weren't on the contract, but told AHS that the other fans were fine, even though the written assessment he gave me said otherwise. For three weeks I've been in communication with customer service and have not received any resolution.