American Home Shield [AHS]
Reviews and Complaints

My complaint is American Home Shield or the company contracted to repair my air condition unit has ever contacted me concerning repair of the unit. On July 23, 2019 I put in a request to have someone come look at my air condition unit due to the fact it wasn't cooling. They came and put in a new capacitor and was gone in 30 minutes. I called back the next morning because it still wasn't cooling and Next Generation air sent the same people back out and the guy came to the door without me even saying anything and says "I know the fan motor went out. I should have changed it yesterday but I just didn't. A few days went by and my house still wasn't cooling the way it should. Next Generation Air ended up coming to my house 5 times in thirteen days. Within those visits Alvin told me I needed a new unit but couldn't turn it in to American Home Shield because they give companies contracted with them "report cards" every 3 months and if they send to much of American Home Shields money they take them off the repair list. He said we will be put back three months later but he couldn't do that to the company. The when the last guy came he said the people before him over charged the unit putting in too much refrigerant and I needed my compressor replaced and the TXV valve replaced. He also told me the unit was too small for my house but American Home Shield wouldn't replace it. He told me he would turn everything into American Home Shield and Next Generation Air would call me with a quote for a compressor and TXV valve which he knew Home Shield wouldn't pay for. He also said he would get a quote for a 5 ton unit for a 1900 square foot house. When I called Home Shield on August 9th to see if any decisions had been made they informed me that Next Generation Air hadn't given them enough information or accept or deny the claim. They called Next Generation and they stated they sent in the additional information. I called back on the 10th and was told a decision still hadn't been made. Home Shield had 24-48 hours to make a decision and call back on Saturday the 11th or wait until Next Generation Air contacted me. It is now Aug 19th and neither company has contacted me. I had to pay out of pocket for the repairs because the temperature in Texas was over 100 degrees and the inside of my house was 80-84. I think its a shame that companies take money for services they never plan to complete.

From: Elena Yulaeva
3005 Governor Drive,
San Diego, CA, 92122
Plan: #256425142

We are filing this complaint about the decision of American Home Shield to not reimburse a repair of the defective Gas water heater that was installed by their contractor, RITE-A-WAY Services INC.
On October 30, 2013 the RIGHT-A-WAY installed a gas heater that had a missing ignition button. Since the heater was working fine, we noticed this only now, nearly 6 years later when the pilot light went out. The heater is located in a separate closet, so it is impossible that someone accidentally ripped off the button. When we started to look at the manual left by the RIGHT-A-WAY next to the heater, we also found that the RIGHT-A-WAY installed a different (much cheaper) brand of heater. It also came out that the main burn assembly seal was broken.
Reviews of the RIGHT-A-WAY on the internet are all negative, with lots of customers complaining about their dishonesty. We believe that American Home Shield should be responsible for hiring a dishonest contractor that not only installed defective heater, but also lied about the brand.
The RIGHT-A-WAY currently has an "FTB suspended" status in California. However, it re-emerged under a different name ("Plumbers Inc"), and with the same owner: and again, is working as a contractor with the AHS. We learned about it because, incidentally, the AHS sent a plumber from this same new/old company, Plumbers Inc (formerly RIGHT-A-WAY) to evaluate (second opinion) the current water heater problem.
That was after the first contractor sent by AHS failed to repair the problem and wouldn't even attempt to restore hot water. The second contractor (from Plumbers, Inc) didn't attempt to repair it either but instead suggested a needless and expensive control panel replacement. AHS charged us $75 for the first visit, and now demanding an additional $75 for this "second opinion" - without ever warning us about a possibility of an additional charge for the same incident.
After two weeks without hot water, the abysmally ignorant attitude (or perhaps lack of basic plumbing skills) of the two AHS contractors, and no help from AHS, we had to call a local independent plumbing company. They fixed the problem in 10 minutes, installed a new ignition button, and restored hot water - all of this for $49.

In addition to hiring shady and unprofessional contractors, and no warning about hidden charges, the AHS provides misleading information when asked about how to file a complaint. We spoke with two AHS representatives about the procedure of filing a complaint. The first representative gave us the address of the AHS Group in IA. The second representative stated that there is no address to mail a complaint to. Only after we asked her for the badge number (since she didn't want to provide her name), she gave us the address of a Service Master in Memphis, TN.

Because of the inability of AHS to fulfill its obligations under our home warranty, we demand that AHS:
(1) Withdraws the second $75 charge
(2) Reimburses the first $75 charge
(3) Reimburse $49 we paid to the independent company who performed the work that AHS contractors wouldn't
(4) Install a new, not defective water heater

I called with an emergency plumbing and water pressure issue, Friday, August 2. The CSR stated that she would put in an emergency priority ticket request. Water has saturated the downstairs bathroom floor and wall. I was told that a technician had been dispatched for Saturday, and I would be notified of the arrival time. That never happened. I called again for service and clarification. I stayed on the line for 1 hr 20 minutes, and the customer service technician did not value my account and hung up on me Sunday, August 4. My floors and vanity are both destroyed. I asked the question would I have to pay for total repairs for my floor, walls, and vanity? It appeared that she did not understand my questions. No one told me that I could call my own company. She stated to me that I could have an out of network technician, and when I asked more questions she became frustrated and placed me on hold. She placed me on hold and after she returns 20 minutes later she hung up the phone. The second technician stated that someone would be here Tuesday or Wednesday. Needless to say, I am not pleased with your company at all.

I just spent 43 minutes on hold, to be hung up on by the rep. Called back to spend 48 minutes on hold, to be hung up on. All the while being told that I wasn't ever going to be able to speak to a supervisor. Your "Escalation Department" hung up on me for an issue that has happened four times without completion. Your company does NOT care about customer service and is continuing to allow mold grow, a sink leak, and a cabinet be completely ruined without care for process. I will post this to every platform you have, file a complaint with the BBB, and continue to call until may problem is solved.

Today I called and said my circuit braker keeps turning off and turning off the airconditioning. The AHS Associate, Jorgie, said that in that case they would open an order for an electrician and they could determine if it was airconditioning. I stressed that two occupants in the house are disabled so we need service today because of the air conditioning turning off. She said she would note that. When the electric company called to set an appointment they said that nothing was noted about it being urgent. Jorgie at AHS did not care enough to mark the matter urgent.

I called AHS again. AHS Associate John, answered and I explained that it was urgent due to air turning off and he said there was nothing he could do. I asked for a Supervisor. He put me on hold twice and said that they would have someone out today. I asked if it was the same electric service company and he said yes. After a few hours passed I called the electric service company and they said that no one had contacted them to make the request more urgent. John at AHS lied to me.

I called AHS back again. AHS Associate, Amy, answered the phone. I explained the matter. I explained what had happened with Jorgie and John. I again stressed that I wanted a Supervisor. She said she would try to help me. I said no that I wanted a Supervisor. She said their system was down. I said I still wanted to talk to a Supervisor. She said she would put me through to the Esclation department. She put me on hold then asked for additional information to confirm I was me. She put me on hold again. After about another 5 minutes on hold she discontected the call.

This reflects no customer service and very poor management. I am still sitting here praying that my air conditioning will not turn off. Summer weather in Texas is brutal and waiting a few days is not acceptable.

Sure glad I have not had to contact American Home Shield often.

In the past then I schedule service calls via telephone I encounter customer service reps with accents that make the call difficult. My last call made me furious, encounters with customer service should be helpful. I spoke with a representative 21 minutes to schedule service, repeated same thing over and over to be clear and it still was not entered correctly on my work order. I ask that AHS please listens to the call and get the representative proper training no one has time to waste and I feel under valued as a customer. It's important work orders are correct or the customer ends up having to pay for another visit.

I have called 48 hours ago about a stoppage in my pipes inhibiting the use
of two toilets, tubs and sinks.
On Sunday AHS sent a company out that did not dislodge the blockage and
also broke the toilet bowl with the snake machine.
I have been on the phone for two days trying to get another company to come.
My calls go to the phillapines and the phone reps can not understand English
or speak english.
We are 4 adults in the house and two grandchildren ages 2 and 4. My daughter in
law delivered a baby tonight and the children are with us.
At 3:30 Monday, I was able to finally reach a rep in the states who tried to help me
but could not get anyone here to fix the problem. They offered me a hotel room but
that is not feasible with two little kids etc. I do not understand why you could not
go out of your vendor pool of plumbers and get a 24 hr svc to come instead of paying
for a hotel room.
Ive been with AHS for over 10 years. This is a disgrace and inhumane to leave a
family without plumbing for over 48 hours, not to mention the hours I lost today from work trying to call non stop to get someone to help.
I expect a call asap [protected]

1st call resulted in an air condition contractor contacting my wife over the plumbing issues reported versus instructions to contact the home owner. The work order for plumbing was canceled without notice. 2nd call committed to setting up a work order but failed to follow through and refused to provide an email of the work request. 3rd call 3 days later resulted in refusal to forward my call to a manager for account resolution and again refused to document any action on the nsubject.in the end I had to call the plumber and schedule service a week after the initial complaint ref260639692

This company American Home Shield is garbage. I pay them to fix stuff in my house that breaks. Its been a month and a half since I called about the dishwasher and still not fixed or any signs of movement. I call regularly to find out whats going on but I get the usual run around. They say they will contact the service provider by email. They've told me this at least half a dozen times. This is the second contractor that they've tried working with involving my broken dishwasher. The first guy came to my house for approx. 8-10 minutes. He did not look anything, he got frustrated, threw his tools in his bag and snapped at me that I could fix it myself when I informed him that there something more wrong with the dishwasher then being out of dishwasher drying aid. The second contractor told my wife that she should run the hot water in the house for awhile before using the dishwasher. What a joke. I pay them on time but they DO NOT do what I pay them to do. Why do I pay American Home Shield anything?

On July 3rd our air conditioner broke, we called that day to american home shield to schedule a service date. On July 8th the technician came out and determined that since the unit was so old, it needed to be replaced. It is July 17th and we still have not received one call from either American Home Shield or the Service Company regarding an update! I have called every day for 5 days, and have gotten no where! It has been over 90 degrees for the past 2 weeks and I have 3 kids, 3 dogs, and my mother in law with me. We have paid for this insurance for years to help us in circumstances like this and have never received such horrible service! My claim number is 511837492. I want my air conditioner replaced asap before someone ends up in the hospital!

Plan #[protected]
292 Vista Royale Circle West
Palm Desert, CA 92211

We sold the subject home on January 4, 2019. I contacted AHS shortly thereafter, advised the property was sold and requested a refund. I was told it would be processed and I could expect the refund in two weeks.

I waited a month. No refund. I called again and was told it would be processed. Again I waited and no refund. I called back late February and was told my request had to be referred to the Finance Department and someone would contact me. Nothing!

In early April I called again and was told someone from Billing or Finance would contact me in 48 hours. Nothing.

I then mailed a letter which was sent to Executive Relations in Carroll IA and a lady by the name of Amy Hilleshiem contacted me via email. She said she contacted the accounting department and was advised that a check would be mailed to me at my Canadian address. That was a couple of months ago. I've been trying to contact Amy via email for the past two weeks and no replies have been forthcoming.

I do not understand why it is so difficult to mail a check to me in Canada and why a company the size of AHS cannot deal with a simple policy premium refund. Can you please send me my refund. I am showing the email chain to date with Amy below.

Peter Morrison
601 11920 100 Avenue NW
Edmonton, Alberta
Canada T5K 0K5
H: [protected]
C: [protected]
E: [protected]@telus.net

Here is the email chain:

Hi Amy. Where are we at with the refund?

Peter

From: [protected]@telus.net
Sent: Friday, July 5, 2019 1:07 PM
To: 'Hilleshiem, Amy'
Subject: RE: File CA 292 Vista Royale Cir W Morrison, Peter C# [protected]

Hi Amy. Any update?

Peter

From: Hilleshiem, Amy
Sent: Monday, June 24, 2019 6:23 AM
To: [protected]@telus.net
Subject: File CA 292 Vista Royale Cir W Morrison, Peter C# [protected]

I am unsure why. Let me reach out to Accounting.

Amy Hilleshiem | Executive Relations
1524 Hwy 30 East | Carroll, IA 51401
office:866-305-0259 ext1075432445 | fax:901-473-3729
email: Service_Resolution-Executive_Relation@ahs.com

________________________________________
From: [protected]@telus.net
Sent: Friday, June 21, 2019 9:16 AM
To: Hilleshiem, Amy
Subject: RE: File CA 292 Vista Royale Cir W Morrison, Peter C# [protected]

Hello Amy. We are back home and no check was waiting for us. I just don't understand why it is so difficult for AHS to send me our refund.

Perhaps you could have the check couriered via UPS or Purolator, etc. Can your finance department credit my credit card or deposit it directly to my bank account?

I look forward to hearing from you.

Peter

From: [protected]@telus.net
Sent: Wednesday, May 29, 2019 6:59 PM
To: 'Hilleshiem, Amy'
Subject: RE: File CA 292 Vista Royale Cir W Morrison, Peter C# [protected]

Hello Amy. I still have not received the check. We are leaving for Europe tomorrow and won't be back until June 20. I will update you then.

Peter

From: Hilleshiem, Amy
Sent: Thursday, May 9, 2019 10:33 AM
To: [protected]@telus.net
Subject: File CA 292 Vista Royale Cir W Morrison, Peter C# [protected]

Mr. Morrison,

The return check was received and mailed back out today to your Canadian address. Please let me know when you receive it.

Thank you for your patience.

Amy Hilleshiem | Executive Relations
1524 Hwy 30 East | Carroll, IA 51401
office:866-305-0259 ext1075432445 | fax:901-473-3729
email: Service_Resolution-Executive_Relation@ahs.com

________________________________________
From: [protected]@telus.net
Sent: Wednesday, May 1, 2019 6:08 PM
To: Hilleshiem, Amy
Subject: RE: File CA 292 Vista Royale Cir W Morrison, Peter C# [protected]

Thank you Amy. Our address in Canada is:

601 11920 100 Avenue NW
Edmonton, Alberta
Canada T5K 0K5

Regular mail from the USA can take up to 10 days to reach Canada so we should have received it by now. However, we are currently on the west coast of Canada on a short business trip and will be home by the end of next week. If the address the replacement check was mailed to is what is shown above, let's wait until I get home next week and I can see if it has arrived - I will let you know. If the address the check was sent to is different than shown above, please cancel that check and send it to the above address. Please let me know if the address accounting used was that shown above.

Thanks Amy,

Peter

From: Hilleshiem, Amy
Sent: Wednesday, May 1, 2019 3:38 PM
To: Peter Morrison
Subject: File CA 292 Vista Royale Cir W Morrison, Peter C# [protected]

Dear Mr. Morrison-

I received an email from accounting today making me aware they voided & reissued this check. The new check#[protected] was mailed out on 4/11/19 and this check has NOT been cashed. Can you please verify the address that you wanted the check to goto?

Amy Hilleshiem | Executive Relations
1524 Hwy 30 East | Carroll, IA 51401
office:866-305-0259 ext1075432445 | fax:901-473-3729
email: Service_Resolution-Executive_Relation@ahs.com

________________________________________
From: Peter Morrison
Sent: Monday, April 29, 2019 5:32 PM
To: Hilleshiem, Amy
Subject: Re: File CA 292 Vista Royale Cir W Morrison, Peter C# [protected]

Thank you very much Amy. I appreciate hearing from you.

Phone or email is fine although we are currently in the west coast of Canada on business and I may not be answering my cell phone depending upon the circumstances. I will try to watch for your call. My cell # is [protected].

Peter
Sent from my iPhone

On Apr 29, 2019, at 1:24 PM, Hilleshiem, Amy wrote:
Dear Mr. Morrison,

Thank you for being our valued warranty customer. I have been assigned to your service escalation/issue regarding your refund. Currently, I am investigating the escalation/issue and will be in touch with you.

Amy Hilleshiem / Executive Relations
Phone: 866-305-0259 option 3 ext: 1075432445 or
Email: amy.hilleshiem@ahs.com
Office hours: 9:30am-6:00pm CST Monday-Friday

Do you prefer to communicate by email or phone call?

I look forward to working with you.

Sincerely,

Amy Hilleshiem | Executive Relations
1524 Hwy 30 East | Carroll, IA 51401
office:866-305-0259 ext1075432445 | fax:901-473-3729
email: Service_Resolution-Executive_Relation@ahs.com

Ahs refuses to refund my $100 service call fee after the tech they sent from contracted company stouts heating and cooling did not do the job i reached out to ahs about my a/c unit on 6/30/19 they sent out stouts heating and cooling on 7/2 the tech devin hooked up 2 valves to my unit proceeded to tell me that the a/c unit is low on freon and it needs to be replaced he did not check anything else on the unit(check for leaks, etc.) after notifying ahs about the techs failure to accurally look and diagnosis the unit properly ythey wanted to keep telling me that stouts has 72hrs to submitt a full detailed diagnosis report i was telling them that tech will not have that information to provide because he didnt do anything to get a full detail diagnosis asked to speak with a supervisor told they will call me back they never did finally after getting passed 2 other reps from ahs finally got someone to return my call for that supervisor / rep to have gotten false information from stouts on the diagnosis she proceeded to tell me she will contact them and suspend the approval of the parts she had approved because the tech from stout did not check to make sure my parts matched what the rep from ahs had approved.On july 3 got a text from ahs that hrs heating and cooling will contact me to set appt.July 4th i noticed that ahs debit my acct 100 fee i called told them to refund me the money back because i have yet to have services rendered. On july 9 i had contacted ahs again to find out why hrs has not contacted me and if my refund had been processed (keep in mind it is triple digit temps in indianapolis in) well they had the wrong # for me and told the refund has been processed and this was all a lie.Ahs gave hrs the correct information and they have to contact me about my unit. July 16 contacted ahs again to find out why my refund from 7/5 is not in my acct and how do i get reimbursed for moneys paid out of pocket for getting my a/c unit fixed without the help of ahs warranty company. I was told that i will not receive my $100 back because the tech from stouts heating and cooling set foot on my property. No one at ahs cares that i have 5yr old with no cool air in the home for him and they havent made sure as a customer my concerns and issue will be resolved. As a warranty company they didnt make sure the service was met at all very dissappointed very unprofessional they are scam

Please! I deplore you to respond to me. We have been trying to resolve an air conditioning issue for three weeks now. No one responds to our emails and calls. I was told by the last customer service person that they are not allowed to respond to us and that I must go to richetta adams. We have sent numerous emails to her and she still won't help. After three weeks, three contractors we are still back to square one - waiting for ahs to approve the repair. What they have approved is for the two unqualified repair technicians to add 5 pounds and then 10 pounds of freon at our expense because "per our policy, ahs doensn't cover freon". Why would we pay over $1500 in two weeks to replace freon that keeps leaking at such an alarming rate! Isn't that dangerous? The one qualified technician provided a repair plan but since that would cost ahs, they won't approve. Please! We need someone with authority at ahs to respond and help.

This is the worst company I have EVER DEALT WITH. My contract was renewed on June 20th, on June 18th I called to reduce the monthly payment due to the rise of the new contract. I had to take my appliances off in order to get a half decent amount. The company over billed my checking account three times which caused my bank to charge overdraft fees three times and now my checking account is in the negative balance. Every time I call I get HUNG UP ON I have called daily after being told I would get reimbursed I spoke to a supposedly Manager Mohammed Macardi who said to email him my proof of bank statement which I did he has not taken care of the refund lady claimed 7/9/19 she was from the Escalation Department and she would contact him and call me back with an answer she did not call I called again 7/10/19 they have no documentation of me talking to her and hung up on me AGAIN! I am going to take legal action.

I have been trying to get items in my home repaired since 5/6/19. Each time I make an appointment you guys either send someone out who doesn't know what they're doing, can't fix it, or they just don't bother to show up at all. Then I call your customer service to let them know about the issues and they're rude, unknowledgeable, and then hang up. Here I am, a paying customer just being treated like a piece of [censored] by AHS...

On the 3rd of July my air conditioning unit when out I called and paid for the deductible, your company selected and send it to a company name totally air conditioning. They sent an repair guy out to fixed the problem he put a new part of the return air system and the unit still don't work, I have my wife to call your people again for assistance with this matter. They told her to call totally air conditioning company again they told my wife they want have anyone to come out until Friday the 12th of July of this week. This is unacceptable we paid on time each and every month too include the deductible, I expect better service for my funds. It's seems like a pattern with your company on selecting good quality contractor to do the work. I am not waiting until Friday to get my air fixed it's hot here in Florida and we should receive better service from the companies that works for home shield warranty. If I have to get another company and paid they for what I pay for in the warranty I do plan to take legal action against the responsible party.

#[protected] - 415 Beauregard Avenue
I am highly disappointed with the service from AHS. I have 2 contracts with the company for my primary and rental property. I have a pending service request for an AC repair at my rental property with no resolution to date. Service request sent the beginning of June 2019 with contractor visits - first company did not touch a thing and did not attempt to repair unit; second opinion provided on 6/20/19 and gave diagnostic for outdoor unit part required to fix it. No word from AHS on status and I have attempted several times to call local contractor and no return messages. Speaking to customer service representative now 7/5/19 and no explanation on when authorization will be approved. I need the pending authorization approved and repair completed next week. The tenant has 2 children and a parent living in the home and need AC.

Asked to speak to supervisor and he says there isn't a supervisor to speak to. Agent has disconnected the call. The customer service team is horrible and never resolve the issue; seems to just take notes and may call contracting company but does no follow up. Conversation is very scripted. I was also told my initial service fee of $100 would be refunded and I have not seen it returned to my account.

A/C repair denied and no one in customer service will let me speak with anyone in the "authorization" department to contest the reason for denial. I was told the denial was due to "damage not related to normal wear and tear". That is 100% inaccurate, there has not been any intentional damage. The unit is old and the repairs are due to normal wear and tear for an old A/C handler.

I have tried for 4 days to speak with a supervisor, and yesterday was put on a "intentional hold" for 45 minutes hoping I would hang up. The representative did not speak fluent English and I asked 4 - 6 times to slow down and speak without mumbling or slurring of the words. The representative refused to transfer me to someone who spoke more fluent English as well.

I am simply requesting for repairs which I was quoted would be $465.00. The A/C unit has not worked for 2 weeks and 2 days. My contact email is [protected]@aol.com for further discussion and I will provide a direct phone once emailed.

Lastly, when I called today 7/2, the representative would not transfer me to a complaints department or manager and hung up on me. This type of service is not acceptable.

acc # [protected] Richard Campbell 4402 Vivien way, Rocklin ca [protected] I was charged $1080.00 for necessary parts for a water heater install. You contract say # covered: all components and parts" "all" is a very inclusive term and would include connecting lines etc. Why was I charged $1080.00? Such things as gas lines, water supply lines, etc should be covered. I was able to receive no help by phone ( on hold 12 minutes) or via your chat line

This company repeated failed to fix my A/C issues, then terminated my service upon my contract ending. A/C still not repaired a year later.
We had AHS since purchasing our Home in 2015. Had no issues with them in servicing various things like our Furnace and Water heater, and then 2018 came. In early May 2018 our A/C wasn't working so we placed a service call for repair thru AHS. AHS sent out one of their contracted companies to look at our A/C unit. It was determined that the unit was out of freon and that the inside unit needed replaced. So, I paid the $75 service fee and approximately $850 for refilling the freon and modifications that AHS didn't cover for the repair. Flash forward to 8/31/2018 and our A/C is put to the test again and yet again when we need it, it fails. Place the service call through AHS like we are supposed to again. They send out a different company that determines the unit outside needs replaced and oh yeah, the unit needs refilled again. After a horrible experience back and forth with a supposed corporate level associate we pay out of pocket approximately $150 for this fix. Now, mind you, each time we try to get someone out to fix our A/C it takes weeks as it isn't a real priority for them to fix and the last "fix" had the problem report on 8/31/18 and the issue not be fixed until 10/3/2018. As you might imagine, it wasn't really hot come October 3rd so while they did test the A/C system, it never really got put to the test. That is until this last weekend. Now, before I get to that I must point out that after this issue was finally resolved AHS sent me a letter indicating that when my contract expired on 5/13/2019 that they wouldn't be renewing with me. Convenient as that is. So now, this past weekend we had temperatures in the upper 90s so the A/C was being used, as is to be expected. And wouldn't you know it, even though I basically had an entirely new A/C system, per the words of the upper level corporate individual at AHS, I have an A/C system that has failed. The line from the unit outside to the house has many sections where ice if visible. Not good from what I've read about online. Needless to say, I emailed my contact at AHS not expecting them to do anything, which was confirmed by a different person. So, I now have to clean up an issue that AHS should have taken care of back in May 2018 but dragged their feet only putting a band aid on the issue as it was more "cost effective" for them. I have additionally contacted the company AHS sent out to do the repairs the last time but haven't had any contact back from them.

The pictures attached are what the line looks when the A/C was finally put to use this summer.