American Home Shield [AHS]
Reviews and Complaints

Over 2 months ago I chose to take the option cash in lieu of repair. I was to receive $917.
I have never received this. Every time I call I get CSR that barely speak English and don't understand.
I get hung up a lot.
I get asked if I've submitted proof of repair.
Cash in lieu of repair was chosen. Ie: I get a check from AHS for $917. I can not put in a service request after this payout unless I repair item and submit proof. I get $917 instead of repair.
No one understands when I call and I'm now seeing this as a scam.
Where is my payout in lieu of repair?

It is totally impossible to ever get a customer service representative in less than 45 minutes in a hold status. I have been trying to get reimbursed for the cost to re-install a broken sump pump for over 30 days! What makes it even worse is the division responsible for outside contractor reimbursement does not take calls apparently from CUSTOMERS or their own CUSTOMER SERVICE REPRESENTATIVES! Who has ever hear of such? Their customer service representatives are obviously trained to say ANYTHING to get customers off the line. They are the biggest liars God has blessed to breath! They make promises to call you back, etc., and you NEVER hear back! But rest assured...if for ANY reason your premium payments are NOT made on time...they will IMMEDIATELY call or email you to tell you when your policy will be cancelled! This company sucks! Hopefully, I will not have to get an attorney involved...and I am currently in the process of identifying a more reliable, customer service oriented home warranty company!
from

This call were recorded around 1028 am this morning this employees call me and talk to me like a dog he talk like a pure red neck it's sad we live in a dangerous world and if he don't like his job as an employer with American home shields he need to open up his own red neck business and only deal with customers that he like and not black customers but I am going to take this all the way to the top I am look at my statement knowing they done took a payment he calling me a black whatever and telling me that I need to call back and talk to a black employee caused he don't talk to black customers I didn't call him he call me from a collerville office with a [protected] telephone number this man work for American home shields and represents this company In a bad way they have in many lawsuits before and its understand why they stay in lawsuits but I will take this complaint all the way to the top and I will let customers know if you black customers make sure its not Richard calling you from America home shields

Awful — no refrigerator for one month in louisiana — I have been waiting to get my refrigerator repaired for one month. They used an unqualified repair service riser electrical, llc, lafayette, la. This is an electrician who just added appliance repair to his service. They do not call, do not show up, and do not answer the phone. I told ahs this is a one man electrical company that is working out of his home. This is not an appliance repair company. Asked them to change companies and they said they could not because they shipped two compressors to this company. That's not my fault you sent compressors to the man standing on the corner. And now ahs call center is out of the usa. Anybody have a usa contact?

I had my Rheem gas Water Heater leak for several days while AHS and Just Plumbing blamed each other why not getting the replacement water Heater. I was informed by Jake from Just Plumbing is would cost 380.00 for new code modifications. I informed him I had paid for new modification 5 years ago when this new water Heater was replaced, but said this is different. He was to come back on Friday take tank and replace, but this did not happen. He came stayed in his Van on the telephone to AHS apparently discussing who was going to get the tank. He came back and told me I needed to take the Tank back to home depot to return and get new Tank. I had informed him the Tank was originally from Standard Plumbing, he continued to state the not covered charge is 380. for modifications. I would need to get the tank myself and He left... this was on hold . I called AHS over the weekend to report this event and needed manager to have a plan for replacement. I live by self, cannot lift more than 6#. No one called on Monday, I called on Tuesday to re-explain all that took place. I still have water heater leaking in my garage. I asked to speak to a manager, he did not offer his name when I ask he said "Art". He informed me I needed to be patient and believe him not them" they had approved the the job they were waiting on technician to call them back from Just Plumbing. He told me to call them to get this resolved. I called Just Plumbing, Jennifer stated she would ensure we get this resolved. I requested new technician, Now Jason came with assistant today to my home. Stated there would be an additional charge for returning Tank 125.0 to return water Heater + 360.00 "for Modification" that have already been done. Also, the removed my cooper connection from the top and replaced with metal one. Jason assured me this was a different Water Heater Tank and may not even fit in my space...he stated may ended costing you even more to modify fitting. He stated due to new regulation the Tank is going to be bigger and taller.
Stay with me: I payed then 485. and AHS 75.00 now total for this water Heater Tank 560.00 in one week that is under warranty from Rheem. The tank is 5 years old, the warranty is 6 years.
My point are: .1) I was lied to by Just Plumbing more than once and paid for modification and delivery fee of a Water Heater that should not have been charged.
2.) There was no modification to be had it was done 5 years ago, just reconnection and reseal cooper pipe.
3.) This is the same water Heater just different serial number. NO bigger or Taller the same tank.
Now if they wanted to charge me 485.00 for labor and delivery say so. Do not lie about modifications and a different bigger tank ect... to get me to believe the need for the "new modification" to justify the charge.
4.) Why did you take my cooper shark bite connections and replace them with metal?

I'm a single female, I wish I could say AHS has been a great company. Everytime items needs repair it seems to be several days off from work and fighting for what is the right thing to do. Now, this event with the Water Heater and poor customers support from "Art in approval" this process has taken it last toll on me regarding my confidence in AHS to do the right thing.
If you care to know more about this reach out to me Jacqui at [protected]

Contract #[protected]; dispatch #[protected] - almost two weeks after my dryer broke down and I contacted AHS, the part ordered by the service professional has not arrived after 8 days. When I called AHS to get a tracking #, I was told there was none. I could not get a human in the parts ordering dept to find out why the part had not been sent overnight, a cost I would have been willing to pay if I had been asked.
In this day and age, overnighting a package is routine and having a tracking number a must.
I have been a many year AHS customer and have recommended its services to many.
I no longer will.
Eric Wilmeth

I reported my dryer not heating on 9/30/2018. as of 10/19/2018, it has not been repaired. No one called me until 10/2/2018 after I called AHS who then contacted Same Day Appliance Repair (SDAR) .
I received a call from the SDAR who scheduled it for Friday 10/5/18. The repairman came out on Friday, determined that the heating element was bad and he had to order the part.
On 10/10/18, I accessed my AHS account and found that the repair status was "Authorization under review". So I called AHS and the rep stated that it was under review and she would expedite the process. On 10/12. I called AHS again and while on hold, I accessed AHS Chat and was told that the repair had been approved on 10/8/18, the same day it was submitted. So both the rep and the online had incorrect information. So I called Same Day Appliance Repair and was advise they were waiting on the part.
On 10/17, Same Day Appliance Repair called and scheduled it for 10/18. On 10/18, the repairman came with the part and installed it. The Dryer still did not work. So he requested that the dryer be replaced.
On 10/19, after checking the status online finding status to be "May be eligible for replacement _call AHS"; I called AHS and the rep (Brenda @ 12:59 PM) transferred me to Appliance Replacement. I was on hold for 45 minutes and the someone or something disconnected me. Now I've got to start all over. I called AHS back and got Dayton (2:21 pm) and after I express my urgency in getting my dryer working, she advised me that the approval process could take 2-5 business days and once I review and respond with the selected dryer, then another 2-5 business days to receive the dryer. I stated that I was not willing to wait up to to another two weeks for a dryer after already waiting 3 weeks. She then advised that I could take the cash reimbursement option where I go purchase a replacement dryer and send AHS the invoice for reimbursement. I elected to go purchase a dryer immediately.

AHS has several problems: misinformation from rep, no followup with customer,
training issues, lack of staff to handle customers. I did on all occasions elect to be called back when a rep was available, but after I received the callback, I had to wait 10-15 minutes before a rep was available. The 45 minute hold for Appliance Replacement and then getting disconnected is terrible customer service.

Very upset and disappointed with AHS customer service and repair process!

James Murphy
[protected]

My hot water heater went out on Friday October 12. I had the gas company come check it out and was told it was the ignitor. I contacted American home shield. A contractor couldn't come out until Monday October 15, Up to code Plumbing & Drain Cleaning Co. changed the pilot light assembly and hot water heater still did work, no hot water. The same company was sent out on Tuesday October 16 and placed the gas control and said it would work in 45 minutes to an hour. I stills don't have hot water on Wednesday October 17. I have been hung up on 2 times after requesting to speak to a manager and I have tried to be as understanding as possible. The third time I requested a manager I was still denied to speak to a manager. I requested the corporate number and the lady told me she did have it. When I told her I would google it, she gave me 901.266.7777 number which was different from the number I googled. The company that has attempted to repair my hot water heater was supposed to schedule an appointment with me again today October 17, no call and when I called them the representative told me he was really busy and that she would tell him to contact Americans home shield and communicate the pairs he has done. I still haven't heard from contractor and my family still don't have hot water after 5 days and 6 nights. American home shield representative got defensive and stated "you called us on October 12. I pay for 2 warranties for 2 different properties. I sadly disgusted and disappointed in the level of customer service this company has given me. My calls are being answered by outsourcing overseas companies that don't have any empathy and no compassion. American home shield is becoming very unprofessional. I have children and babies and this is a health concern and I'm going to contact the health department.

My plan number is [protected]. I submitted a request for service on Saturday, October 13 for a blockage in my kitchen garbage disposal unit. I did not hear from the contractor, Blue Ridge Mountain Plumbing until I called them on Monday, October 15th. They scheduled me for between 12 and 4 pm that day. I waited for them and, when at 4:30 pm they had not arrived, I telephoned them to inquire as to their arrival time. The representative told me that, in fact, somehow, the appointment had not been allotted to any of their plumbers and that I had to wait until today and that it would be another 4 hr window. I asked them for an exact time because I cannot spend the better half of another day waiting for them. My kitchen is unusable and is unsanitary. The representative became defensive and argumentative and eventually hung up the phone. I called AHS and requested that another contractor is called immediately to fix the problem. I was told by the AHS representative that they had to give the original contractor a second chance to reschedule the service appointment. Given the unpleasant tone of the conversation and given that I am a woman alone in a home, I told the AHS rep that I was not comfortable having Blue Ridge Mountain Plumbing in my home and requested that they call another provider immediately. This request was denied by AHS. I asked again. The request was denied. I was told to wait until this morning and if Blue Ridge Plumbing had not responded by then, AHS would find another contractor. I came down to my kitchen to find dirty water all over the floor and in the cabinet under the sink. I am attaching photographs. I called AHS again and after a good 15 minutes on the phone, an appointment has been scheduled for between 12 and 2 today with Advanced Plumbing Services.
I am writing because this experience has been very distressing and time-consuming and not what I would expect from AHS. I have been unable to use my kitchen since Saturday and the problem has worsened considerably, resulting now in water damage to my kitchen floor, cabinet and personal items that were under the sink. I have done my best to clean up the mess but I know that water damage can have very serious consequences.
In addition, I am a Real Estate professional who is very familiar with the Home Warranty industry. I would be appalled and embarrassed if one of my clients had to endure this poor standard of service from a Home Warranty Company that I had recommended to them.
I very much hope that AHS will fully remediate this damage and ensure that this does not happen again, to me or any of your policyholders.
I look forward to your response,
Yours Faithfully,
Serena Scott Thomas

Service was to start on 10/01/2018. I get a Your Payment is Past Due notice. I called and was put on hold three times for a period of 10 to 15 minutes each and no one answered. I finally called a different number and got someone to actually talk to. They told me there wasn't enough in the checking account to pay. I verified the account ant there's more than enough to pay for their service on the monthly basis. I cancelled them because of their stupidity to get things right. Terry Livingston.

MY a/c was repaired on May 24th 2018 for leaking coils which froze up the unit I paid $700.00 to refill the Freon back in it. 4 month later and it freezes up again. I contacted AHS and they sent the same company out who stated the coils are leaking again but this time worse. The ac company stated he would have to re-seal the coils and pay another $550.00 to repair it but cannot guarantee it will leak again. I try to tell a supervisor from AHS but they told me to fix it again and see what happens. I told them I am not paying anymore money out of pocket since they refuse to replace my unit. They hung up the phone on me. I have called back numerous times to get a hold of a supervisor and they refused to transfer me or just hang up the phone. I contacted Corp dept. and cannot get a hold of anyone.

When a person does not renew a policy it is canceled. I told my bank to stop payment on my policy because it was due to be renewed (I did not renew it). I tried time and time again to call ahs to cancel my policy but got nothing more than the runaround. They are more than happy to send a customer to a nonexistent person who will be glad to help but there is no such person, it literally takes an act of god to get out from under ahs. When my policy was due for renewal I did not call ahs and renew it, so please tell me how I can have reoccurring charges for something I never asked for? My policy ran out, was expired and I thought that was the end of it, I did not call for a renewal! The website absolutely will not show a person how to cancel online, this is a scam and I am not going to be a victim.
How can ahs keep trying to run the monthly payment through my bank when I never renewed the policy? I am accused of being delinquent and ahs has the nerve to send this so-called delinquency to a collection agency and destroy my credit. I am contacting the attorney general about this underhanded business practice. I will not go quietly, so you had better contact the nationwide credit inc, and fix this!

When I need to get in touch with AHS they never answer their phones. I had a problem with my home that I wanted to see if it was covered and I called them for a week with no one ever answering. I finally had to pay for my repair out of pocket ($3, 700). At that point I tried to cancel my service. Still no one answered. I finally got through on the number for submitting payments. That person took my cancellation. As of yesterday (10-2-18), I received a letter from AHS saying they may turn me over to a collection agency. So for the last 2 days I try to call the 800 number on the letter but no answer. I'm very upset with this company and so very frustrated.

Sincerely,
Karen Hickox

Filed a claim for my ac unit to be repaired, the contractor said the compressor needed to be replaced. when they came out to install it, it was the wrong one so they had to reorder which was supposed to take up to 3 weeks.. it's been over 2 months with no new compressor and no word from the ac company. When we call they say they're still waiting for the compressor which in my opinion should not have taken that long and should be expedited if that was the case. I have a newborn and a toddler and have the malfunctioning ac running and it has cost me $400 electricity bills each month for 3 months because of the compressor not working properly. They sent out a shady contractor that was charging us $840 for refrigerant and other "services" that weren't covered, we denied and then they said they made a mistake and brought the price down to $540. So if we would've agreed 30 seconds prior they would've robbed us $300. Yet AHS won't let you choose your own contractor. I've been calling AHS and they say they'll return my call which doesn't even end up happening. Both the ac company and AHS are beating around the bush and with the accumulating expenses and fees, I could've just purchased a new unit. This company is ridiculous I would never recommend it, not even if the contract was free.

I contacted a representative on September 15th concerning my microwave. I was told a technician from Sears would come to my home to check out the appliance on September 18th. The technician did come as scheduled, but there was a problem. He said (only after I asked) that the panel in the microwave was bad and General Electric no longer carried the part and I should contact American Home Shield for further information.
I received a voice message from a representative saying my claim was denied because according to Section F-4 of my contract (number [protected]), counter top microwave is not covered. The technician never moved the appliance (had he done so he would have noticed that there is no visible outlet where the microwave is housed and the end of the electrical cord to plug into the outlet is also not visible). I again contacted AHS on September 20th and was told I could get a second opinion, so Baskett's Repair was contacted, and I was told they would contact me within 24 hours. On the 24th I again contacted AHS, since I had not heard from the contractor, and was assured that he, the contractor, would come out on the 26th. Since I heard nothing from Baskett's Repair, I again called AHS on the 26th and was again assured that the contractor would call me to set up an appointment. I still haven't received the call. What can be done to resolve this issue. Thank you for your consideration in this matter.

American home shield had one of there contractor come to my home to work on my refrigerator. a part had to be order still waiting one and a half weeks.i call the company they said there waiting on a approval from AHS. the company has the part that need to be installed what needs to be approved? I will no longer be a customer of AHS. feed up.

ATTN: Mr. Rex Tibbens President and CEO

AHS sent a plumber to evaluate my problem in April 2018. After several calls to the plumber to schedule appointment to perform the work the plumber said was approved I telephoned AHS. I learned the plumber had not submitted an assessment contrary to what I was told. AHS attempted to reach the plumber. AHS said they had to give the plumber a chance to respond. AHS then sent an email and again no response from the plumber. Several weeks later I was referred to a new contractor who did repairs. I paid $270 extra for modifications not covered by my warranty. The new contractor knocked out parts of the wall and left an uneven opening. I was told by AHS they would be sending someone out to close up the holes in my wall to a rough finish. I was told they had contractors that could and would be doing this work after the repair. AHS has not contacted me by email or phone. My frequent calls have resulted in learning they will not pay for the holes to be closed but will give me 180.00 to have the work done. I asked for this is writing twice but have not received anything. I told them I wanted for them to do as they promised and arrange for the holes to be closed per my contract. I have an estimate for 600.00 and a second estimate for 725.00. The plumber did not leave clean openings and damaged the frame work around part of the wall. AHS is one the largest company of its type and has the power of volume in their favor, I can not negotiate the rates they can. It has taken several months to get a proper plumber because the first one refused to follow through and refused to respond to AHS, This is customer service at its worst. I was also told that the offer of $180. was for one opening, and when I explained that there was two openings, the representative said it was based on one opening. After being on hold for approx 45min, she came back and said that the offer took into account both openings. I requested more information in writing but almost a month later I have not received anything. I need your assistance.

AHS sent two different companies to service my AC units. The first company sprayed my condensor with my garden hose and left. It never worked the same as before. The second company came out and overcharged both of my units with 8lbs too much of refrigerant. This resulted in a me having to call a company for emergency service on a Sunday. This was $1209.00 which AHS is stating that they will not reimburse me for. And lastly, a gentleman was scheduled to come out to repair my dishwasher. The gentleman was kind, courteous and actually knew what he was doing unlike the first two contractors. Unfortunately he could not fix the problem that day and had to order parts. That was over a month ago and now I cannot get back in touch with AHS to reschedule that appointment. I have called 41 times to be precise and stay on hold each time for over 30 minutes. DO NOT USE THIS COMPANY.

I purchased a policy almost a year ago with the septic option. I asked the very specific question if it came with a routine pumping and was told it did. When I recently called to get one, I was told there had to be a blockage involved, and it's not routine. I was lied to by your salesman. We went with your company for that reason. Also, months ago, we called for AC service. The tech said that it's would end up costing us close to $1000 our of pocket to fix. We thought that sounded high, so we called someone local. They fixed it for us for around $250. We couldn't be more displeased with your company and will never work with you again.

AHS OWES ME $120 AND, VIA THEIR GROSS IGNORANCE, IS FLAT-OUT REFUSING TO HELP ME. A LETTER TO MR. REX TIBBENS IS INCLUDED IN THIS MESSAGE. AS FOLLOWS:

MR. REX TIBBENS
PRESIDENT AND CEO,
AMERICAN HOME SHIELD
860 Ridge Lake Blvd., Ste. 101
Memphis, TN 38120

REF: COMPLAINT LETTER, AHS,
RUTH E. WEBSTER, CONTRACT NO. [protected], 3839 Mahogany Cove, San Antonio, TX, 78261.

Dear Mr. Tibbens,

I am writing to you as a very last resort. Please allow me to explain:

On September 4, 2018, A-US Air, American Home Shield contractor, came to my home to repair my Central Air Conditioning. I authorized American Home Shield to take the $75 fee from my account on the day of service.

Unfortunately, A-US Air ALSO took a $120 out of my checking account - the $75 fee plus $45 for Freon. American Home Shield has TRIED to tell me "the $120 charge was for Freon." My air conditioner does NOT hold 12 pounds of Freon, sir.

I KNOW what a 5-lb. canister of Freon looks like. The service technician brought in a 5-lb cannister of Freon ONCE, told me "the Freon Charge is NOT covered under my contract, " and said he put "about $10.00 worth" of Freon into my A/C unit. My contract DOES cover $10 per pound for Freon, so the ENTIRE $120 charge by A-US Air should be refunded to me.

I have contacted American Home Shield at least six times trying to resolve this issue and get the $120 overcharge REFUNDED to my account. It is NOT my responsibility to exact a refund from A-US Air because they were HIRED by American Home Shield. Even so, Mr. Tibbens, I have TRIED to contact A-US Air at least 20 times, only to discover that the phone they list in the Yellow Pages is ALWAYS off the hook!

On Friday, September 14, 2018, I once again contacted American Home Shield for assistance in getting my money back. After waiting on hold for about one hour, I was connected to "Jessica."

I informed "Jessica" I could PROVE I had paid A-US Air $120, in addition to the $75 I paid American Home Shield for this service, and FAXED this proof to "Jessica, " and was told "her Supervisor would look over the FAX, approve or deny it, and get back to me."

I never received a call back on September 14, 2018. I figured NOBODY at American Home Shield would EVER call me back, because your company is notorious for NEVER returning phone calls.

So, this morning I called American Home Shield's Billing Department. I was not impressed with the response I received, i.e.:

1. "We can't find your Contract Number in our system."
2. "Are you SURE you have contracted with American Home Shield?"
3. "We have NO record of ever having spoken with you regarding this issue."
4. "YOU should have contacted A-US Air about this."
5. "Well, you should have called Customer Service, so I will switch you there now."

I was sent to Customer Service and placed on hold for more than 45 minutes before I gave up and disconnected the call. The total time of this call was 1 hour and 31 minutes, sir.

Mr. Tibbens, I am a Permanently and Totally Disabled Veteran. I live on a Fixed Income. My budget is something I manage VERY CAREFULLY, and I do NOT have extra room in my budget for a $120 Overcharge that, via one runaround after another, American Home Shield is REFUSING to resolve by refunding my money.

Sir, $120 represents TWO WEEKS of GROCERIES! AHS has refused to help me at every turn. And, I need MY $120 back as soon as possible.

Again, the total lack of service in resolving this issue is EXACTLY why I am contacting you now. I greatly appreciate ANY help you can provide. I can be reached at either [protected] (Cell) or [protected] (Home), and my e-mail address is [protected]@gmail.com

Sincerely,

(signed)

Ruth E. Webster