American Home Shield [AHS]
Reviews and Complaints

June 27, 2019

To whom this may concern
Regarding : 43628 32nd Street East Lancaster, Ca

3x3 Combo #[protected] Expires 1/2/20 Service request date 6/11/19
My name is Syntoshia Cunningham and I am writing this compliant due to the service I received for a claim I file for my pool equipment. On 6/26/2019, Please be advised that I spent 2 1/2 hours on the phone with AHS requesting to speak with a supervisor due to the fact I have been calling the customer service number for 2 days, sent a email regarding the service and still had not gotten an answer on the claim. Be advised that wet pool arrived at my house around 11am the day of the schedule service request and were already leaving my property by 11:15am. I tried to explain to the tech that my pool guy for the last 3 years informed me that the pump on the heater went out and that there was a leak, he informed me that he could fix it, but I declined my pool guy due to the fact I have home shields. I also tried to show the tech were the leak was and also conversate about the heater. Unfortunately the tech was not interested in anything that I had to say and like I mention was gone within 15mins. Before he left I asked what did he come up with he informed me that I would be getting a call form home shield informing me of the problem once he is done with his paper work order and sends it in.
Maybe two days later I receive a email from AHS saying that my service for the pool heater was complete (did not mention the pump) and wanted me to rate the service. Be advised that same information I have shared with you about my service from wet pool and that nothing had been completed was the same email I sent on the response for rate of service to AHS. The very next day I called your office and was to get a return call, which I never received. The next day after that I called again very confused on why am I feeling like I am being brushed off, I spoke with maybe 4 to 5 different call rep customer associate from AHS, trying to resovle this matter. Almost 2 hours later the rep from AHS inform me that it has been past 7 days and I had to request a new claim because the one for my pool equipment was denied.
How could it be denied when nothing has been done, I request a different service provider, I almost had a heart attack to know that I had been on the phone for over 2 hours to be given the run around giving my information out over and over again on how I have been waiting sending email and now I wanted to speak to some one in higher position of customer service at AHS. AHS a known WORLWIDE company in business since 1976 and not one supervisor to assist me over 2 hours?
At this time I ask was AHS a scam company? Do you collect individuals money who depend on AHS just to denied. then give customers the run around and hope they just get so upset that they just say forget it after spending hard earn money to be told lies or individuals just not wanting to do their job? After that question, I was placed on hold again for a least another 30mins I could hear the phone picking up because it had been on hold for so long then being put back on hold. Very unprofessional but I did not hang up I refused. I cooked dinner, washed a load of clothes, prepared my clothes for work and did the dishes all while on hold for something so simple. After my 2 1/2 hour call, Christina finally return and said that the supervisor will send someone out for a second opinion. The supervisor never came to the phone, therefore my request still was not answer. Again never answering me about the pool pump leak only focusing on the pool heater, therefore trying to have me pay an additional $75 to come back out for the same part that connects to the heater. I am at a total disbelief that AHS allowed this to happen.
My question now, If you were me, paying your monthly on time putting your trust in a company that has this awesome mission statement, been in business for many of years and then this is the service you receive, what would you do? Would you use the law skills you have contact an attorney, do a study review on complaint like this and get a class action going, continue by informing the students and parents at the collages that I lecture at to spread the word about the experience (s) I had out along with others. Make flyer with my sorority, inform church members make AHS apart of daily conversation on how not to use AHS, or would you give AHS a chance to make it right? Please advise me in writing or via email thank you in advance for your time.

Ms. Cunningham

This is follow up letter to your company reference the above work orders. When speaking with customer service on the phone I requested an email address to register a complaint against Young's Appliance Repair. I was given the following address of "mikhaella.gatbonton@ahs.com. A letter was emailed to the address provided June 17th, however, we have heard nothing to date.

In summary, the ice maker still has the initial problem reported and the company has been paid for service not performed. Please contact me at [protected] and provide fax number in order that the letter previously submitted can be faxed to the appropriate department. As a reminder, this company is not recognized by BBB and in fact has many complaints lodged against them similar to ours. Please research and contact us as soon as possible to comply with the services we paid for You are paying for services not completed! Thank you for your assistance.

I requested service on line, June 15th 2019 when I did not hear from contractor I called, June 17th 2019 they stated mu original request was cancelled for wrong phone number, so an appointment was set for TuesdayJune 18th 2019 from 12-5, I state to the contractor, AR Appliance Repair I would not be available until 1pm they indicated they would try to accommodate me, Well! I missed a call from them that came in at 12:25pm I called back at 12:58 stating again that I wasn't available until 1 and that I miss the call, they stated the contractor has already left town and that they were only required to TRY and accommodate me and that we could try for tomorrow between 8 and 12 and I stated I was not available until after 1pm so could I just get another contractor, AR appliance stated it was my choice, I Then Attempted to convey my concerns and request to AHS for a total of 7 calls and and more than 2 hours of my time. I have requested repeatedly to speak with a supervisor and it has been refused! I am now being told that I can't get an appointment until June 24th 2019 That is unreasonablefor me, since the request for service was generated June 15th. I am very disgruntled and disappointed especially since there is so much competition in this field and I choose a company I worked with when I was a realtor,
thinking you were an established, and reputable company I could trust. I can honestly state if this is how you treat the long and loyal customer base, things have gone down hill ...

On May 3, 2019, A/C was blowing out hot air. Called for a service request.

A service contractor was assigned and I was told they would contact in 24 hours. The next day I called the service contractor to see when they would coming to check A/C. They told me it would be at least 5 to 6 days before they could come. I called AHS back and they said they would get someone else.

On May 5 called AHS and they told me to get a outside contractor to come and fix problem. They told me when he got there to call them so they could talk to him about what was wrong.

When he got there and found capacitor bad we called AHS to tell them. I gave the lady at AHS my information and told her the contractor would tell her the problem and charges. She told me that since they had told me to get a outside contractor that all I had to do was send in a receipt from the contractor to them.

I stayed on the phone with her for 20 minutes telling her that they told me earlier they would need to talk to him. She kept saying no just send receipt in and gave me a e-mail address.

I sent in receipt like I was told to. I got a e-mail saying they received the invoices. A week later I get a letter in mail saying AHS would not reimburse me because we did not call in.

I called AHS and gave them the date and time I called in and they said they saw where I had called in and would listen to the recording and get back to me.

Well I have called for 4 weeks and still all they will say is someone is looking into it.

I called today and am cancelling my contract with them. They have got enough of my money.

Product or Service Mentioned: American Home Shield Customer Care.

Reason of review: Poor customer service.

A technician came out to my house from A to Z electric. My elderly mother was at the house, while I was at work. I quickly left work and drove home. He was gone by the time I arrived. He was at the house for a total of 10 minutes. He did not leave a work invoice behind so I could see the problem and/or the recommendation.
I called A to Z electric and spoke with the office manager, Shonday (? spelling). She was very hostile and stated, "We do not have to tell the homeowner anything! We don't have to leave invoices! Call American Home Shield." She then hung up on me.
I attempted to call the office back and she refused to answer. I left a message and told them they are to NEVER come back onto my property again.
(BY THE WAY, THIS IS THE 2ND HORRIBLE INCIDENT I HAD WITH THIS COMPANY AND I HAVE REPORTED IT TO AHS IN THE PAST)

1. Please help me understand the above.
2. Please remove A to Z electric from the list of providers to be sent to my house
3. Please send another company to my house to address this issue.

Thank you,

Nicole Schepers
909 Gentle Wind Drive
Keller, TX 76248
[protected]

I have had a work order for 5 days the contractor they contract with can't get to me for another 5 days and when I called to ask for another contractor I was told no one else in my area! This is insane I am near Sacramento, Ca! Every time I called placed on hold for 45 minutes to talk to someone in the Philippines! WORST COSTUMER SERVICE EVER! So basically I am out the cost of a new water heater since I called another plumber and he came out bc I NEED HOT WATER! AHS is so frustrating to deal with! Had multiple issues with my dryer and they sent out SEars who ordered parts for a gas dryer when we have electric... they would not re-assign me another company! It's like AHS just does not care!

May 24, 2019
I requested service for my 25 year-old garbage disposal which had stopped grinding several times and required the wench to re-start it. Sometimes using the wrench did not make the disposal work. I made the service call when this happened.

The plumber arrived, used the wrench and the disposal worked. After checking with your coverage department, he was told that the replacement is not covered because the disposal was working at the time he tried it. I explained it was only working intermittently and that it would seize up again. When Im explains this to an agent on the phone, I was told that it would have to stop working again and I would have to go through the whole process again for a 25-year-old device that was not operating properly.

I've been a customer for many years and I'm a real estate agent that has recommended AHS to clients many times. I've never had any issues.

My contract covers "all components and parts" of a garage disposal and does not indicate that an old malfunctioning device is NOT covered.

I would like the garbage disposal replaced ASAP in accordance with my agreement and hope you are willing to resolve this unfortunate matter at this level.

sincerely

Dave Wood
client # [protected]

Toilet clog issue - pending for ~1 month. The vendor has not been able to fix it, and did not create a correct report. We had this issue with the toilet getting clogged. Logged a complaint, and a technician (CAL-HOME CONSTRUCTION) came after ~5 days. He said that looks like there is a problem with the main pipe and it needs a flush out /jet cleaning - which they do not do. He told that he will pass on the feedback and perhaps someone else would come to fix it. 1-2 weeks passed, no follow-up, and the toilet again clogged. I did the cleanup - and while we were following up, it happened the third time again. Ugh - it was really dirty. Although the service request was open, AHS did not bother to even find/follow-up what happened. When we called them and they said they sent the same technician/vendor again, after 3-4 days. I asked why same technician/vendor when he himself has said he cannot fix it. After a couple of follow-ups again i was told that we have to go with the same company as they have not filed the report that this needs jet cleaning. Ok- but whose fault was that?Above all, they said that since you toilet is working fine now we cannot order jet cleaning (so, in a nutshell wait for your toilet to get clogged, live in that dirty situation and wait for your technician to come, otherwise we cannot fix the problem)... I am one month past the situation. Have two kids, one dog, my parents living in this house, and we are only able to use one toilet for past one month. And have to go this dreadful clogging issue thrice... Waiting for the same technician to come, and hopefully file a correct report this time! AHS does not bothers about your situation - they will not care about following up for the work order unless you call them multiple times. After all its our duty to keep bugging them to solve our issue... not theirs. They just charge the yearly premium... Sorry, but very frustrated :( Worst home warranty company, we ever had!

435 Lakeview Unit 47, 93546
Plan:
ShieldPlus
#[protected]
Expires 05/28/19

On 03/05/19, I was charged $37.92. When I called in for an explanation, I was told there was no explanation and I would have to fax a copy of my credit card statement to you. How is it that you can charge me, but not be able to see the charge on my account? This makes no sense!

I have been a customer since Aug 2018 - recently I had an electrical problem with my Hottub - and called and requested service ( yes, this was included in my agreement)

I am very disappointed with American Home Shield - it has been more than a week and they have tried to send contractors to me that have no experience (or desire) to accept the work request...yesterday I escalated to "Raymond #[protected]"
and was promised a resolution -

when I called today I was informed the request and escalation was cancelled - upon requesting the reason - I spoke with a supervisor "JD # 8017103". JD gave me 5 different excuses within the span of our 45min phone call...
#1 previous contractor said I had a portable hottub (Incorrect)
#2 - I didn't have hottub on my membership (incorrect)
#3 - I had requested a whirlpool contractor (incorrect)
#4 - my hottub was outside (incorrect)
#5 - I refused to accept their contractor.

So, needless to say - I am a very unhappy customer and do not recommend them

American home shield complaint

1. I have been with ahs customer for over 20 years for my home warranty
2. The current contract agreement dated 01/25/1019 - please review regarding specific air conditioning/cooler agreement

Covered states:

Ducted electric wall air conditioning system - water evaporative cooler system - cost related to freon recapture - ducted electric central air conditioning system including: condenser, metering devices (i.E. Thermal expansion valves); furnace transition; evaporator coils and drain lines; air handling transition; secondary drain pan and lines; and refrigerant lines are covered.

Your representative told me they would pay only for the evaporator coil.

We contacted another air conditioning service in my area and their professional opinion advised me that most of the parts supplied should be covered.
I am aware that freon is not covered.

Consequently I feel my bill was paid for the associated parts which were overpaid and I request a return of $534.00 for drain pan, master seal and safety switch which is in the covered in agreement.

Please return this money!

I added ahs for our home appliances. Their sales department informed us that they have a separate plan for pools & spa's. They never asked any specific questions. We called out for an electrical issue with the system. Ahs then calls us and says they do not cover for salt water systems. I was surprised that they were quick to sell me a policy without asking what type of system I had. A lot of people in south florida has salt water systems - you would think this would be an important question to ask the consumer. Ahs refuses to refund my service fee saying they have to pay the technician. Yes, they should pay the technician for his service but not at my expense when you didn't do your due diligence when selling the policy. After debating with the sales department, they had the audacity to say they will refund my policy amount and i'm lucky they didn't pro rate it! Pro rate for something they could not cover? Come on ahs! You know that a bunch of bs!
Now, I am out my service fee, a down pool system and have to pay hundreds out of pocket to service my system. Ahs, train and educate your sales people; consumers beware!

I reported problem with my samsung dishwasher on 3/28. Ahs set up the appointment for the repair with sears.
Service tech came out & stated 2-parts would be needed. Sears ordered parts & I had to wait until parts came & 7-days later (4/10) service tech returned to find 1-part not 2-parts. He called his superior (sears) and was told 1 of the parts no longer was made & that ams had been notified & they would be in contact with me about replacing the dishwasher. He advised I not wait on ams to call me but it would be better if I called them.
I have been calling ams since 4/10 & each time I am called, I am told "we need the diagnosis from the service tech (sears) before we can approve dishwasher being replaced. Mind you, I have called every day & I have been given the same message. Now why doesn't someone take the position that the performance of the service representative should be addressed with sears, if that is in fact the situation.
However, I have called sears and have been told that the diagnosis was emailed to ams.
Sears & american home shield are blaming each other.in the meantime I have a 6-year old samsung purchased from sears (6-years ago) that is no good.
As of today, I still do not know what ahs is going to do. Can not get a straight answer!

We had just moved into our home last July and discovered that our A/C only worked in one half of the house. We called AHS, paid the $75, and had one of their contractors come look at our ducting. After his inspection, he said there was nothing they could do. Surprised, my husband and I were dissapointed and didn't accept that. So we called a company on our own for a free estimate and that company gave us some suggestions on what we could do and said it would be $3600. So we called AHS again (which took alot of time to get someone on the phone to get a second opinion), and then the second contractor came out. Immediately, this guy looked at our attic entry and said he would not go in there. Secondly, he lied to his company and to AHS saying that it was no accessible. We've had electricians, my husband and other people go in there so we were upset and didn't understand why this new guy had a problem. So there went our "2nd Opinion" opportunity. When we called AHS to let them know how weird this guy was, they just added them to our do not use vendor list. Frustrated, we gave up hope of getting our A/C fixed until my husband found someone on Home Advisers who could help us. This was a great choice, because not only did he re-do all of our partially "crushed" ducting for $1800 he also checked our A/C unit, added dampers, got air flowing through vents that weren't, and raised a vent in the living room so it would have better air flow. Now our house is livable, but to no help to AHS. If this weren't enough, we had a hot water issue recently and had to replace it, but because there were a few minor things not to code, they guy they sent out wouldn't fix it for us. Again, we ended up calling someone from home advisers to come look at it and he was able to retrofit our hot water tank and replace it with a new one. The only thing AHS gave us money for was the tank. We are fed up with AHS and do not recommend them to anyone. My husbands uncle owns 14 Keller Williams and we let him know to not have his agents refer anyone to AHS anymore. We bought a two-year plan, paid in advance, and we will not be renewing. Ever.

I was with AHS on a rental property I owned for 12 years why? I do not know. I guess I just wanted piece of mind. Which is ridiculous on my part since they only covered a washer in the 12 years! Well when I went to cancel on 3/25/2019 not only were the off shore company taking the calls hard to understand but they lied to me. They told me my credit card information was deleted and I would not be charged again! But they still charged me again! So I called and when I finally got very frustrated I asked for a supervisor. They tried to give me the song and dance of they bill after the month of service and not the month before service. I demanded a refund and he told me I would get a refund within 14 days. I said kindly give me a confirmation # of that he said he could not. I demanded a supervisor and he hung up on me. After calling back and requesting a supervisor again they put me on hold!
Do not do business with these crooks!

I have recently found out that my AC unit was installed improperly from another plumbing company who comes out to do maintenance checks ups. As I am no longer with American Home Shield (home warranty company). I am very upset and overwhelmed as I am coming out of pocket for repairs that should have been done properly my Safaree Air Conditioning Company that was used by American Home Shield to replace my old unit. They were supposed to mount it on a new stand, seal around my unit. I had to install a sediment trap which is a new code requirement. Along with other problems that have been brought to my attention. I wish AHS would be held responsible for the contractor they hire to do the poor patch up jobs they do.

I have been paying to fix this fridge's water leak for a few times, $100 each visit, and each items to fix and it has been happening for a while. I have called several times to talk to a manager but unable to talk until today.
My fridge has the issue again, water leak, and I am not going to pay to come and replace parts each times this happens. It has been long time, and this is just a temporary solution and taking the money.
I cannot afford this $100, each incident to fix and pay the monthly fees $60 also.

Last week also I had the issue with heater not working and today we have to call again to fix a water heater and pay $100 for each visits. Really not happening rite after something fixed and something else broken rite way.

I am asking the management to looking to this, and replace my fridge soon I can. I am not willing to pay the $100 to come replace these going forward.

Ahs contact # [protected]

You can contact me at [protected] or [protected]@gmail.com

Address: 8814 stewart street, cross roads, tx 76227

Thank you.

On 1/29/2019 I had a pipe leak behind my washer and I called AHS. They sent out the sloppiest, most inefficient plumbing company I have ever had to deal with, ANYWHERE PLUMBING. The plumber had to cut the wall in order to get to the leak and of course, he first called in to be sure that it was covered by AHS, which it was.

They fixed the leak. Today is 3/15/2019 and I have called AHS at least twice regarding the HOLE IN THE WALL BEHIND MY WASHER and have not had resolution of this problem YET.

Does AHS hire people to answer the phone who don't speak English clearly on purpose? I could not get the silly girl to understand that I STILL HAVE THE HOLE IN THE WALL WHICH WAS MADE BY THE PLUMBER AS A RESULT OF THE LEAK. She said that AHS had to wait on the plumber for dimensions, then she comes back on the phone and says they needed a DIAGNOSIS!? excuse me? WTF?

I want my wall fixed and I want it fixed by a contractor who is efficient and reliable and takes pride in this work.

I have been a member for many years and this is horrible service.

Called about furnance not working Monday the 25th of February they came out and said they need to order a part and it will be ordered that day and I called the next day and they said it wouldn't be in for 3-5 business days. They said they ordered it on the 25th and then I called Wednesday and they said it wasn't in and it would be Friday the latest. I have been talking to both companies everyday because my service appt was to be escalated because I have a lot of serious health issues and my body doesn't handle the cold or heat like a normal person. So this was supposed to be high priority so they said. Now they say they didn't order it until Wednesday the 27th - 2 days later and was lying to me the entire time. I've had service with your company for so many years and this is totally unexceptable! I will probably be looking to researching other companies. It's unfortunate but with my health problems I need to have my heat and air working and not have to wait 10 days before they even get the part much less when they will scheduled to come and repair it. With the snow and freezing temps is ridiculous and not professional at all. I would appreciate it if this could be resolved in a timely matter! Kim Prim 8473 Sexton Rd. Pasadena Md. 21122. [protected]