American Home Shield [AHS]
Reviews and Complaints

My home has been without hot water for four days, due to a broken hot water heater.
The company they sent to fix my hot water heater wanted me to do an upgrade that would cost me over $400 out of pocket. After I checked with others I found the upgrade was not necessary. I would not pay the additional money so I agreed to the cash out offer process. It took 3 days without hot water to get to this point, now I have to wait 3 to 5 days for them to see how much the cash out will be. Once they receive my ok to send the check, it will be put in the mail, which will be another 3 to five days. This process could leave my family and I without hot water, during this time of a pandemic, for over two weeks and no one cares. I have asked to have this processed expedited but was told that couldn't be done. I have asked to speak with a manager but that couldn't be done either. It seemed AHS does not care about the customer at all.

We have been trying to work with AHS since on or about September 11, 2020 - 6 months ago and still nothing has been repaired. We have only two issues. The first relates to repairing a broken Viking microwave and the other is repairing a broken Viking refrigerator. AHS has sent four different repair companies to evaluate the problems of both of these appliances. Two got here and indicated they did not service Viking units and knew nothing about them. They were not certified Viking repair techs. The third, arriving in December, got here and after reviewing was to get back to us on getting the parts for the microwave and the refrigerator repairs. I was told that the refrigerator parts were on order and then a month later I was notified that the parts ordered were cancelled! In between the third repairman and now my assistant and I have made a number of calls to your offices to get the repair moving forward. We have spent hours on hold, had your representatives (when calls were finally answered) who we could not understand, representatives who took all of our information, put us on hold to talk to a supervisor and hung up on us with no call back, and supervisors who promised to get back to us and never has. Both of us have experienced these issues. On or about the 9th of February I changed tactics as I called as a person wanting a new quote and actually talked to an English-speaking representative. I explained my issues, and he forwarded me to a "service supervisor". Her name was "Magfa (spelling?) and she indicated her employee number was #1142056. She indicated that she was the one who originally set up the claims and was appalled that it was not yet completed. She indicated that she would immediately work on the microwave issue and get someone out to service the refrigerator. Apparently there were supposedly parts ordered months before for the microwave and there was no follow up with the status. She was going to see if I could get the local Viking Company over to repair it as they could get the parts. She also was going to call out another repair company to look at the refrigerator issues. The next day I talked to the fourth repair company your representative contacted. The company is Choice 1 Appliance. They sent a service tech out (they provided me with an 8-hour window as to when he might show up). He showed up wearing a mask and no gloves. I asked him to remove his shoes prior to entry (as I do with all visitors) and that upset him. Then he came into the kitchen and opened up the refrigerator door not wearing gloves. I asked him to please put on some gloves as I had just lost a loved one to the COVID-19 virus. He said he had gloves in his vehicle but did not feel he had to wear them. I brought him some gloves which he never put on. He reached into the refrigerator with his bare hand and into the freezer with his bare hand touching a variety of items to feel the temperature. He said he knew what the problem was and did not need to do anything further. He was aware of the parts needed and would go out and write it up. He returned with a repair summary that said"Customer won't let me check out. On any back-unit needs to be pulled out". This was 2/10/2021. This was absolutely a lie. My assistant was here and heard the entire conversation. The service rep was more than welcome to work on the refrigerator, but we wanted good COVID-19 protocol with him wearing a mask and gloves.

We have heard nothing from the AHS supervisor who promised to get back to me on or before 2/12/2021 with the status of the repairs requested. NOTHING to date!
Friday, March 5, 2021 - a repair tech came out to repair the microwave and unfortunately looked like he had just come off the streets. Very dirty clothing and holes in his jeans. I asked that he put on gloves and shoe coverings and he did so. He then came in and looked at the microwave and concluded he needed to people to repair - this is exactly what I told them when I was notified they would come out! I asked to get a call an hour before arrival and this did not happen. How can AHS be so incompetent?, they came back with two repair staff to actually fixed the microwave.
So in summary:

We have a microwave has taken 6 months to repair. Finally, completed after 6 months.

We have a Viking refrigerator that does not work properly. It has not worked properly for more than 6 months. The ice maker does not work at all and the refrigerator is running on high just to keep an acceptable temperature (the lowest acceptable). I am concerned it will totally fail if not fixed immediately. The local certified Viking repair company, Highland Appliance, can get the parts quickly and repair the refrigerator. I want AHS to hire Highland to repair the refrigerator immediately.
I had Highland Appliance come out, and they found that the coolant was almost gone and added coolant - something none of your repair people even looked at. This cost me $169 which I want reimbursed.
It has been 6 months that I have had to deal with this incompetence. I have been an excellent customer of AHS for years and expect nothing more than what the contract requires - Fix or replace my broken appliances.

I will not allow the fourth repair man back into my home or any other AHS contracted repairmen into my home. This individual was rude and did not follow any acceptable COVID-19 protocols. As for the other three they will not be welcomed as they either were not certified Viking repair techs or do not follow through with their promise to get the parts and repair the units. After 6 months of dealing with your incompetence I want to resolve this with my own repair company and have AHS cover the charges.

Ira Mark Krasne

Date of Incident - Feb 17, 2021

My refrigerator stopped working Feb 17. American Home Shield contracted Sears to fix. Computer board needs to be ordered and per technician it would be a month before technician could come back out to repair. Technician said part would be sent to my house. At this date (March 16th, 2021) part is not available due to being backordered. I've called both companies 5 times being told someone would call back and have never received a return call from either company. Its been over 1 month w/o a refrigerator. Was told by American Shield that contractor (Sears) has to be the one who will start advice of options of what can be done since repair cannot take place. When contacting Sears they said this is not true and to contact American Home Shield. Both American Home Shield and Sears point the finger at each other and nothing is resolved. When talking to either company I have asked for a supervisor or manager each time I call to escalate my situation and neither company will connect me with a supervisor or manager.

I filed a service request over a month ago- they said parts should come in on the 13th of March- it's the 14th no update from AHS- I been with a broke dishwater for a month with nasty mildew smell which can make my family sick.

We are one of your contractors and have thousands of dollars owed to us. When we reached out to our rep, Zoe Ruchti, she suggested that I send her the invoices in question directly. Invoices were sent. We were later told that it was too late to submit the invoices and we wouldn't be paid. I find her decision unsettling considering the work has been completed and has put our company out thousands of dollars.
Who can we contact, other than our rep, so we can be paid?

Please advise

Respectfully

On/about 1/29/21 I requested service on my Viking M/W Convection Oven.
ASAP Services of High Point was assigned. A service representative arrived
several days later to diagnose the problem. He advised that parts needed to be ordered. In mid-February, he returned to my home but could not effect the
repair as he needed a special tool. Parts were ordered and on February 27,
2021, the service technician installed the parts but that did NOT correct the
problem. After around two hours, he left my house. It was my belief that he was unable to diagnose the problem. After two recent calls to AHS asking about my service request, I was advised on March 4, 2021 that additional parts were ordered. I do not believe that the technician knows what the problem is so I cannot imagine that he would order addition parts. I suggested that Viking be contacted for the repair. The technician stated that that was beyond his capabilities. When I called AHS again, I was told that there was nothing that could be done. Five weeks have passed and I do not believe that ASAP is able to diagnose the problem and/or fix it. My contract number is [protected]. I truly hope that this is not a repeat of a prior difficulty that I encountered when AHS sent three different technicians to repair an ice maker (each technician admitted that he could not repair the ice maker) and so four months later I was provided with a new ice maker.

My family has an American Home Shield policy that we opted to purchase, for peace of mind, upon purchase of our home last year. On Saturday, 2/20/2021, our Furnace went out. Living in Northwest Ohio during the heart of winter, lack of heat was/is obviously a severe concern. I immediately filled out the proper request for service, received confirmation, and had a service call completed Monday, 2/22/2021. The serviceman was from Foxcroft HVAC was professional and friendly. After examining our furnace, he informed us that he believes the problem to be the "control box;" and, unfortunately, being that the furnace is dated, it will take over a week to get a new box ordered an in...leaving my family without heat for over a week in the middle of winter (that is assuming the box is the problem...a first option at a fix). The serviceman further explained that the only immediate solution would be to replace the furnace...however, he explained that American Home Shield would/will not approve furnace replacement. This completely nullifies the purpose of my policy purchase...peace of mind...Here I am, with a family of 5, in the middle of an Ohio winter, having purchased a product to give me peace of mind in case of such a situation, and instead, I'm told that my family will be without heat for over a week...leaving us uncomfortable and risking plumbing damage. I, therefore, contacted a representative through the real estate office of AHS and explained the unreasonable situation...she forwarded me on to a corporate representative...that representative told me that she would verify my information with Foxcroft HVAC and call me back first thing the following morning (Tues, 2/23/2021)...she never did...and I, unfortunately, did not get her name. I do have e-mail communication trail, proving my relaying of my concern. I expect an immediate resolution, or I will seek legal representation against American Home Shield.

We placed a service request 1/20 to have our Kitchenaid wall oven/ micro wave repaired. This repair requires the unit to be pulled out from the wall to do the service work.
It took 5 weeks to have them come out for the repair. When the tech arrived, he did not have the proper equipment to complete the job. He requested me assistance and my tools. He still could not complete the job. I caught him trying to rig the repair rather than follow Kitchen Aid guidelines. He damaged the oven. Then he said he couldn't do the work, attempted to put the oven back in the wall. It is now unstable and uneven. It is also not repaired.
I am now on hold with Customer Service trying to get resolution. AHS is stating they have to go through the technician for authorization to send someone else out here to repair my appliance? The same guy who just said he can't do the work? It took me 15 minutes to finally get the issue escalated. I am now on eternal hold. Mt contract is with AHS, not this technician.
He has also broken the oven door springs.
What can I do to get this resolved?

2-11-2021 Contacted American Home Shield for repairs to water heater.
2-11-2021 Melton Plumbing called and scheduled an appointment for "technician to come out for repair.
2-12-2021 A Melton Plumbing"technician"came out looked at the water heater said it could not be repaired and would have to be replaced. Stated someone would call to schedule the replacement
2-18-2021 after several attempt to call Melton Plumbing and an email sent"Tom Melton"called to discuss the modifications needed to bring the water heater to current codes and the additional cost. I questioned the cost and said it would require a permit which he quoted at $120 with the total cost of modifications being $590 including permit. We discussed the price and I asked for and have yet to receive an itemized statement. I was told I would have it the next day and the water heater was scheduled to be installed 2-22-2021 by one.
2-22-2021 received a call stating the water heater was not in stock at the supply house but they could be there late that afternoon and I opted to reschedule for 2-23-2021 by 1pm
2-23-2021 received a call from the installer asking for payment before he would install the new water heater. I ask about the itemized invoice and he sent me a copy of his parts list with no prices. He would not do anything until I paid the $590 by phone. I was not on site and my painting contractor would be letting the installer in. I paid by credit card. I also reminded the installer of the new white flooring, new white carpeting and the recently painted wall. He asked my painting contractor who was being paid $35. per hour to cover the floors and help move the new water heater in and the old one out. Water heater was installed and my painting contractor sent me pictures stating I don't think the water heater is installed correctly. The installer would not talk to me on the phone and left. It was obvious from the pictures that the water heater had not been installed to code and that there was a carbon monoxide leak.
I immediately called Melton Plumbing and was told that Tom Melton would have to approve for someone to come back out to correct the installation.
I called American Home Shield and was told that someone would contact me in 24 to 48 hours. Mind you I have carbon monoxide leaking into the house. I sent pictures and an email to Tom Melton who responded with"well you are not living there, it can wait. He scheduled a technician and his office manager to come out the next day by 1pm.
2-24-2021 I received a call at 12:49pm from the office manage to tell me that the technician was running at least 3 hours behind and they would be later than the 1 pm. At that time I had already contacted Clermont County Ohio's permitting office and was told that there was no permit for the installation of the water heater and that Melton Plumbing was not registered to work in Clermont County. I told the office manager to cancel the appointment that I would hire a licensed contractor who was qualified to install the water heater under permit.

The installer had cut away my copper piping and replaced it with flexible water lines. He stated to my contractor that he takes the copper so he can make extra money on the jobs.

2-24-2012 Halpin Pluming LLC agree to come out the next morning and install the water heater to code under permit.

2-25-2021 Halpin Plumbing LLC installed the water heater. They removed the flexible lines and replace the copper pipping. The installation to code standards was $514.80 plus $65 for permit

2-25-2021 Melton Plumbing was sent an invoice for either a full refund or the cost of my painting contractors time, Halpin Plumbing charges and the cost of the permit.

Melton Plumbing has not responded. American Home Shield is hiring and sending to homes unqualified repair people. This practice should be stopped

American Home Shield should have to reimburse me for the $100 fee and the cost of installation of the water heater.

This is my first experience with AHS but have a question as to the delay in service for my refrigerator which no longer works. Someone from company was to be out the next week after I called. No one came but a virtual call was made which I do not have a phone to do this nor was I told that this would be done. This delayed service for another week and I stressed someone must come to house. So far I have been out a lot of money (bought cooler), threw out spoiled food, $100 for AHS service contract, etc. If it were possible for me, the client, to call the companies that service AHS clients I might have been able to get someone who could come out a lot sooner but that is not AHS policy. This would be a more desirable method for the customer. Why is this not possible? 3 wks. without a refrige so far is not a good service. Is this kind of long process the "usual" to expect from AHS? Probably be a month before this is resolved.

Horrific customer service. Sent in a service request a month ago, vendor was dispatched and came out in a decent time frame. Vendor diagnosed the issue and said it would be 2-3 days before he got an answer from ahs to get approval for the "diagnosis". I waited a week and didn't hear from vendor or ahs, so I called and three days in a row of calling I got the same response. They could not get in touch with vendor and they would send to the "escalation department". I told them, that I do not want to call again and to send another vendor to fix the issue. Same response was that opening up a new ticket would cause delays here I am, 4 weeks later and called again with the same response to "process". This is beyond irritating. In the meantime, they proceeded to charge us 3x in a few days (once for the service dispatch, once for the monthly fee (normal), and one other charge that we didn't recognize). The leak is still occurring, which is most likely causing more water damage and would cost more $ to fix

On Jan 15, 2021 I complained about my Bosch dishwasher which was covered by my maintenance agreement.

A&E (Sears) was selected as the vendor. They came out, concluded some parts were needed and then ordered the parts. After the parts arrived, they came out to install on Feb 8th. The technician was unable to disconnect the water line to the dishwasher.

He left saying I had to get a plumber to disconnect the water line. When I refused to do so and told him that it was between him and AHS to resolve, he said he would write his report and send it to AHS. I tried contacting AHS about this and didn't get any response.

A&E recheduled their appointment for today, Feb 16th without notifying me. As the technician was on his way he called me to ask if I had disconnected the water line. When I told him that the responsibility for fixing the dishwasher lay between AHS and A&E, h esaid he would check with his supervisor and call me back. Nobody called back and now I see a new appointment has been scheduled for next week.

I called AHS thrice this morning. The customer service person merely parroted the same statement about my needing to get a plumber to disconnect the water line. When I told him that this was unacceptable to me and that I wanted to speak with a Supervisor, I got their canned message about the Supervisor being in a meeting. (I have later seen several people say the same thing in their BBB complaints on AHS).

I was told three times that a Supervisor would call me back within the next hour but no calls so far. I am convinced that the existence of a supervisor is a myth!

Filed a work order on the pool heater not heating. They sent out a pool technician who then turned over the ticket to a plumber technician. The claim was sent in and denied due to the ahs employee putting the wrong information into the system. The plumber technicians notes read that the regulator needed replacing which is covered under our pool/spa contract. Ahs denied the claim saying the "valve" wasn't covered. The ash employee decided it was a "valve" instead of using the technicians notes that it was the regulator. After about 4 phones calls and no one getting back to us we finally got someone to acknowledge that in fact the ahs employee wrote the wrong information and it was the "valve" and that the value was covered. After several more attempts to speak with someone about it repaired we were told the "valve" the pool valve was "outside of the slab"! I explained at least 25 times that all swimming pool valves are "outside" of the slab, its a swimming pool! To have the "valve" on the slab, inside the house would be extremely dangerous and I am guessing illegal as well. We then were able to find out that in fact the valve was covered and shouldn't be an issue... Then they told us to refile the claim and pay another deductible that now they weren't going to pay due to the case already being closed, which by the way I am not sure how they closed it without resolution. Apparently, ahs filed it on the "house" portion of the contract not the "pool" portion. I told them I had already paid my $75 and they are ones who made the mistake so reopen it and file it correctly. They literally told me no they would not do it...… this infuriated me and to be honest, I was none too nice (in my tone) about the wrong I spoke to the employee. By this time I was speaking with the department who was supposed to be able to help me however of course they refused due to their mistakes.

2/3/21- Service Request 48602707

Contractor that AHS was very helpful and was able to detect the problem. AHS denied the authorization to purchase the part or replace the unit.

I turned in a trouble ticket on my dryer 12/24/2020. The come out and said they had to order a part. They made a appointment to come 02/21 at the last rescheduled without contacting me for 1/28. On 1/28 again at the last minute the rescheduled without contacting me. On 1/29 they show up and install the parts and left we tried using the dryer and bingo it wasn't heating correctly. They were a no show on the 30th and 02/1. Showed 02/02 and said the motor was shorted need to order a new motor. I have been lied too so many times it is unreal. If they replace the motor the no heat still has to be address.

My wife and I have had an account with your company for over 15 years. Lately, we have seen a disturbing shift in your customer service. Your company is called ‘American' home shield, however when we call needing help NO ONE speaks English well and when we need immediate help we are put off. Our home's furnace stopped and is not heating. We are in Oregon, the temperatures are in the 30's at night and occasionally snow on the ground. AHS said no one could be out for TWO weeks! Are you kidding me? Sorry, the agent said we can't do anything more, meanwhile we freeze. We recommended another company that could be out immediately and AHS said that is not possible. This is not acceptable. We will be posting on social media if We do not get help.
Thank you for your consideration, John Cook

I have two accts with you. One is a condo at 5802 Woodmont Blvd in Peachtree Corners, Ga. 30092

I placed a service request for a dishwasher repair on 10/29/2020...
They sent out Eriksen Co. They said they fixed it... Well, no, they did not. The door was still clicking loudly and water was leaking onto the wood kitchen floor.
Then I had covid for 5 weeks, so I could not go to that condo.
Then a few weeks ago, I went out to that condo and did a Zoom meeting with Amtech Co. that AHS sent out.
AHS said that they would order the part and contact me the next week. Never heard from them again...

AHS told me that Amtech did not want to work on it since Eriksen replaced a pump in that dishwasher.
I have called AHS Customer Care almost daily and they said they would call me back in 48 hrs... No one ever called me... Now it is going on the 3rd month that the dishwasher cannot be used. I am madder than hell, as I have used your co for 20+ years.
Suzi Krizan [protected]

Customer of AHS, filed a claim Nov 28 and as of now, has not been resolved. Company has failed to meet their end of the bargin. Continues to place on hold for extended amout of time only to come back with not resolution. Continues to inform me that they're waiting on a response from the contractor, which is SNS Appliance. SNS Appliance informed me that the part they're needing has been discontinued and they're now out of the equation. Needless to say, SNS is not my problem, I don't pay them every month(In a timely manner), I pay AHS, therefore I am only expecting what's due to me, be it the microwave REPAIRED or REPLACED. In addition, I'd like a refund for the hardship and countless hours on the phone for the last 3 months. When I stated I was going to cancel in Jan, I was informed if I do so, that would void my previous claim. If you're an UNHAPPY DISSATISFIED customer, would you continue to give your hard earned money away?
Customer # [protected]
Property Address 109 Fieldstone Dr
Thanks in Advance
Mrs.Johnson