American Home Shield [AHS]
Reviews and Complaints

I filed a claim on Nov 10, 2020, the contractor came out to my home 13 Nov 2020 to attempt to fix the range and the refrigerator. I am a member of AHS and I paid the service fee for them to come along with the monthly membership fee. The contractor told me there is no part available for the range and they could not locate the part for the refrigerator.

Its is now 1 Dec 2020, and after 4 phone calls talking to agents and supervisors (who sounded like the same person) I was given a voucher to replace my range, the the most important appliance my refrigerator, they said they are still looking for a part. They have been looking for a part since 16 Nov 2020.

I just recently got off the phone with AHS again and the agent told she would escalate my claim for the 4th time. She also told me there is no definite time frame for the part to be found.

I think this is absolutely unacceptable for them to allow their customers to go without essential items such as a refrigerator.

We have gone through Thanksgiving without being able to refrigerate food. Not to mention we are in the middle of a pandemic having to go out and get food everyday is not ideal.

I have tried on 4 different occasions to speak to a representative to cancel my home warranty. I sold my home on November 25, 2020 and starting calling to cancel my service one week prior to my closing on the 25th. I am either on hold for extended period of time and twice when I spoke to someone they told me someone would call me back that they were not able to process the cancellation request. I have not received any call backs.
I will be purchasing another home within the next few months and I will not be using American Home Shield as the customer service has been horrible with this experience.

I requested service for my water heater on 11/17/20. AHS assigned a vendor. However, like every other prior request, the vendor could not see me for at least a week. I nevertheless accepted the appt, which was scheduled for 11/23/20. Yet, the vendor did not show, call or provide a reason for not showing. I called the vendor for an explanation, but no answer. I called AHS and the rep tells me he has no idea why the vendor did not show and that I'll have to wait 24-48 hours before they can reassign my ticket to another vendor.

Let me get this straight. AHS accepts my $125 service fee. It assigns a vendor, but the vendor cannot see me for a week. The vendor gives me a ridiculous appointment window of "between 12-5pm." I take off from work. The vendor doesn't show nor provide a reason for not showing (and did I mention that I took off work). AHS tells me I have to wait 24-48 hours before it can reassign my ticket to another vendor, who will likely want me to wait another week before being seen - which means I'll likely have to take off from work again. And these companies are considered professional?!?! SMH

I generated a service request on October 6, 2020 for two pool pumps and a filter. I was dispatched Expert Pools. The serviceman reported all sorts of equipment failer due to neglect. I called AHS to follow-up and they sent a second opinion out which was JT ultimate pools. I requested for a manager to give me a call and apparently it was noted in the system. I reached out to my pool company and the owner came out to my home to take pictures of my equipment to ensure that his service techs were servicing my equipment properly. He found that Expert Pools improperly diagnosed my equipment improperly and have documentions to show that what the company submitted to AHS was not correct. Therefore, I met JT ultimate pools tech at my home to insure the inspection of my equipment was properly done. He asked what was the issue and I explained that I needed a second opinion on my equipment. He noted that the pumps were fine and the filter needed to be replaced due to normal wear and tear. He was putting in the serviece request to AHS to have it approved. After following up with JT ultimate pools for 2 1/2 weeks and was told by them they are waiting on my equipment. I asked the lady why is it taken so long she could not give me an answer. At this point, I called in to AHS as I became irritated that I am not receiving customer service or an answer as to what is going on with my service request. They sent out a third company Knockout Pools and they found the same findinigs as JT Ultimate pools. The tech sat in front my door for at least 30 documenting my account. However, On Saturday, November 14, 2020 I received a voicemail stating that the service cannot be rendered due to the 7 day period of the second opinion. At this point I am fierious and requested a manager for the second time and have yet to speak to one since the first request. This is not the customer (Audretta Bennett's) issue this the an issue with the contracting companies who are not properly reporting and submitting information. On Monday, I followed up wit AHS as to why a manager has not respond to my request, I was transferred to the escalations department and was told that one will call me back within an hour. I waited three hours and called back only to be told that the escalations department is the highest level and they be reviewing my case. I received a call later that night at 8:49pm and was hung up on. It was no need to call back because I will not be connected with a manager. Therefore, I waited to see if they would call back and no one did. This is horrible. I have been with this company for 11 years and I have never experienced this. Can someone please tell me why I cannot have my equipment fixed as this situation is not a customer issue it is a contractor issue.
Respectfully
Audretta Bennett

AHS Shield Plus plan #6355147. I believe AHS is in breach of contract, and I request a full refund of $1308.11, along with the refund of two outstanding service payments of $132.94 each, totaling $265.88. Total sum to be remitted to me is $1573.99.
I have used AHS services for past homes, and had positive experiences. For this reason, I chose AHS for our new home. The contract was paid at closing. Since then, I have tried four times unsuccessfully to get a service person to my home. It appears AHS has no service network representatives in my area. The service representatives recommended by AHS are too far away to come to my home.
This has forced me to find service people outside of AHS. AHS has allowed this under its very strict guidelines. Unfortunately, I have not found service people who meet AHS's terms and conditions.
At this point, it is clear that AHS cannot provide the needed services, and should never have accepted the contract to begin with. I spoke to an AHS representative, who offered me a pro-rated refund for canceling my plan. This is not acceptable, as AHS has failed to deliver any services while requested four times. I should be refunded the total amount.
Also, AHS has violated its own stated practices by charging me for service calls without assigning a service provider. I have received refunds for some of these charges, but two remain outstanding.

First of all I have had issues with my 20 year old a/c that American Home Shield would continue to band aid. I decided this past July to go ahead and replace the a/c made more sense bring it up to compliance and not throw money away. When I spoke to customer service at AHS they said they would reimburse me $569 when the repairs were $1000+. Any effort I made to explain the necessity the company found those repairs to be and AHS should be able to reimburse that amount obviously failed. I have paid way over that in my years as a customer.

So, I decided to follow through with the $569. This gentleman told me to fax my a/c receipt to a particular fax number and I would receive a check for $569. I have called AHS today being the 3rd time. The amount of time has been a minimum of 40 min's with no resolve just the "stalling" of waiting and then transferred to another department. Then this department was the incorrect department and the call was disconnected. The longest call with a wait was for an hour.

So here I am with no reimbursement check, I have wasted an estimate of 3 hours listening to AHS's elevator hold music with no answers whatsoever. No working individual has this amount of time to dedicate for resolving issues. It has been loud and clear this is a diversion tactic. At the very least, poor customer service. I have not used this service very often but I sure have paid quite a bit so my ROI is zilch.

I do not have phone calls I can attach or photos.

My name is Andrew, contact information, [protected]@gmail.com. On 7/13/2020, I submitted a request to AHS to have my cooktop repaired. A contractor from Amtec Services come to my home a couple of days later diagnosed the problem. I was told the parts for the cooktop would be requested through AHS. In July, when I spoke with the representative from Amtec she informed me that one part came in but the other parts were on back order and were waiting for AHS to provider the parts. Since that time I called weekly after waiting on the phone up to 2 1/2 hours each time just to speak to someone and get told the same thing, parts on back order with no resolution. A couples of weeks ago, around 10/05/2020, I was told by the AHS representative that they would replace the cooktop and they would speak with Amtec since they can't obtain the missing parts to submit the recommendation to replace it. I was told someone would call me back an the next step. I never heard back from anyone and called AHS again and again after waiting on the phone up to 2 1/2 hours with no resolution, just to be told that they have not spoken to Amtec. I called Amtec and they told me that they are recommending that the cooktop be replaced but they stated that when they call AHS parts department they are on hold up to 3 hours. They have left messages for them to returned their call but they have not heard back from anyone either. This has been a very frustrating ordeal. I understand issues with Covid this has gotten to the point of being ridiculous. Some AHS agents have been more helpful then others. I once spoke highly of AHS services but this has given me a difference perspective. It does take much to know if a part hasn't arrive since July that there is a problem and try and be more help to get the issue resolved rather than push me off just to call again and wait again up to 2 1/2 hrs just to speak to someone and get my stovetop repair/replaced. I really need help with this issue I am tired going in circles.

On August 27, 2020 (Thursday) I made a request for service for my dryer. A technician could not come out until Monday so on Friday August 28 I cancel the request. My debit card had already been charged the $100.00 service fee. I was told the money would be refunded into my account in a few day. I still have not received my $100.00 refund, I call AMS several times a week, every time I speak to a different agent and get a different story as to why I have not received my money. I have asked to be connected to a supervisor many many times and I'm always told that no supervisor is available. I've been told several times that a supervisor will can me back and no one has.

We started on 8/20/20. After having our request canceled 4 times in a 3 week period and numerous lengthy on hold waits (45 min +) we finally were told to find a contractor ourselves that would service our area. We had a technician check our refrigerator on 9/10/20, his estimate is $1, 131.66 to repair a 13 year old refrigerator. this information was forwarded to AHS. We have an authorization #26645207CL and 2 phone numbers for the contractor to call [protected] & [protected]). Over the past 2 1/2 weeks he has been put on lengthy hold s only to be told the first number was incorrect and disconnected to just being on hold in excess of 45 min each time. The man has a business and other customers, he is unable to waste any more of his time on hold. at this point we have an authorization and an estimate and AHS refuses to act without speaking to the contractor, who is tired of being put on hold forever. We are now in limbo AHS refuses to call the contractor and if I locate a second contractor he will be also put on hold. AHS has not provided any service, I have done all the leg work and AHS continues to put barriers in the way to prevent the process from going forward.

I have no been waiting for my oven to be fixed for 2 months. Yesterday a tech finally came out to fix it. Replaced something left and then within 30 minutes my whole house was filled with gas. I called him back immediately after getting my 92 yr old grandma and 2 infants out of the house. He told me to call my gas company. We waited outside for 7 hours for the gas company to come and red tag the oven. The gas company is charging me $300 now for this service as it was for an appliance. The tech called me back Before the gas company even came out and said that he was deeming the oven needed to be replaced. I called ahs customer service again today in which they stated my service was complete. Then after I immediately asked to speak to a manager said that there was no manager available and there would be no eta as to when they would reach me. She returned on the phone to tell me that she spoke to the appliance company and they confirmed the oven needing to be replaced but now it has to go through another department to verify it is faulty. I have no way to cook for my family. Have spent hours in the past 2 months on the phone and on hold with ahs and all I want is my oven back.

The company showed up at 10:27am and left at 10:33am and said they do not service zoning for central air, that was the first ac contractors note he left and we showed relaxed heating and air. He left 6 minutes after coming to the door, didn't check, look, go into the attic, on the roof at all (I have it all on video on my cameras) but he got the 100.00 service fee and wrote a detailed inspection report sayin, he found no problem with the ducts and inspected it, he sent this fraudulent document to ahs and they will no give me back my 100.00 service fee I paid. This is fraud, fraud fraud and he is on camera leaving after 6 minutes! I have called and called and been hung up on by ahs and told ide get a call back. And nothing!

We purchased a warranty for our new home and immediately had HVAC problems. AHS was 1) extremely difficulty to contact for support, 2) sent unprofessional people two of two times who said we should expect poor performance, and 3) refused to pay for the service we had done when we finally contacted a professional who found and repaired a leak.

We have contacted our realtor, the Better Business Bureau and the Tennessee insurance board to file a complaint.

I put in a claim to fix a dryer 3 weeks ago. The tech came out a few days after I put in the claim and found that it needed a new part. AHS has been "processing" this part for 3 weeks now and I can't get an answer in terms of when it will actually ship. Once it ships it will likely be another week before it's actually repaired. Totally not acceptable to be waiting 1-2 months just to fix a dryer and totally not acceptable that it's taking 3-5 weeks just to ship out one part! Terrible company!

I have called American Home Shield several times and I am kept on hold for more than 2 hours, this is totally unacceptable to me. I called on 8/17/20 to report a repair and nobody answered the phone until after 2 hours by which I was too upset to talk to them, I just hanged up. I ended up calling a regular repair guy to repair my garbage disposal because I could not get hold of AHS Representative. I paid him $65.

Today 8/27/20 I called to cancel my warranty No. [protected], of course I was put on hold for more than an hour, finally I was put through to cancellation department where I found an extremely rude lady. She asked me the same questions Customer Service had asked me and tried to market AHS to me in order for me to stay with you, this was about 10.15am California time. I asked her for her name and she refused to tell me. I am terribly disappointed with your customer service and that is why I am cancelling. What type of employees to you hire, thy don't even know how to talk to a customer. I have also reported you to BBB, and I would appreciate if you could refund my $39.99 as I did not use your service at all.

A Water Solutions plumbing has been dispatched by the AHS, and the issue is the leaking pipe ( one of the big pipes) The pipe is leaking at the two joints connections, when the toilet upstairs is being flashed. The leak of a minor matter, and I do what I can to keep it under control. The tech was in the rush, told me that he needs to call for approval ( never approval needed in 20 years since I am with the AHS ), said that I will get a call later this day ( no one called) and left. The office phone [protected] is not answering the phone, and no messages ever returned. By contacting AHS, found out that the tech have made said that the pipe was broken ( not true) it's leaking at two joints connections, it's not clogged, and all 3 toilets have good flow. I have initiated conversation through the BBB of Ohio, and tech corrected himself saying that the pipe is leaking because of the house setting. I had to educate myself on this, and 100% sure as can be, it's not the issue. For the big pipe to break in 2 places, the house would have been leaning to one side, and doors and windows wouldn't be able to open, same as doors. We have not such issues, all windows and interior and exterior doors- original ( house is 30 years old) The basement windows open easy, the concrete floor - even. What are my options? I would like to call local plumbing ( with 5 stars customers reviews) and seek their opinion, and then report A water Solutions to the Attorney Generals of Ohio( for fraud), licensing board of Ohio, if their diagnosis would be the leak, because pipes sometimes leaking. Thank you. With respect, Olga Dobrynina AHS contract#[protected]

April 6th 2020, I payed for a service request for my refrigerator and stove.

1. The contractor came out and said the refrigerator may need to be replaced if parts were not available.

2. The called me and offered a cash out.

3. While waiting my refrigerator went out in July.

4. HS told me my stove needed replacing. when I called the number provided they said they would be contacting me. This was July.

5. I lost $400 dollar worth of food and my wife is no longer working due to COVID (UNESPECTED)

6. It have been 6 months with no action on my items.
7. My HS dashboard says both items are completed (LIE).
8. Every time I get someone after hours of waiting, the hand up on me, and never call back.

This is shameful; taking advantage of people during these times is just shameful.

I want the money that I put out to replace my refrigerator and you to honor your advertisement, and fix or replace my stove.