American Home Shield [AHS]
Reviews and Complaints

Lowcountry's Best Heating and cooling came out twice in July and they did not know what they were doing. I was charge $90 for Freon. On 9/10 my ac stopped working completely and still have been without ac since. I was charge another $75 for the same issue when I'm only 2 days off from "60 day". I've had to call every day for a update on where you are at with the approval to get this fixed and still no one is able to answer me. I've been living in 90 degrees plus in my house. I'm not sure why something urgent like this would not be address right away. I've had nothing but bad experience with using American Home Shield. Every time I call it's hard to understand the workers on the phone to be able to get through. The waiting times on the phone have been over a hour each time. This is already inconvenience with no ac but to take time out of my work to call and wait this long to get answers from AHS which are answers that are giving me the run around or unsure even how to answer is very unprofessional and putting stress on me with my work and home life.

I have called for A.C. service and have gotten a total of 4 vendor companies from AHS that contradict each other and have not done any repairs. I have paid the service call fee of $75 to each and my A.C. has not been repaired. 3 out of the 4 companies have suggested a new unit for about $9, 000 with financing available of course.This weekend I hired an independent contractor and he had my A.C. unit running with in two hours and cost me only $230. I called to cancel my policy and have been transferred back and forth from department's with no cancelation done. Finally it took over 2.5hrs on the phone trying to cancel and the cancelation rep was very rude... do not hire this company as it does not deliver their promises

on friday 8/31 i requested service, AHS tech came at 1500 and did snake one drain, not main line. he said it was cleared. when i got home at 1600, i attempted to wash clothes, back up remained: water flooded up through both bathroom showers and toilets. i called AHS and asked for help, agent said she couldnt do anything, i had to call the plumbing company who handled call... that company was closed, AHS agent did not offer additional help.. i had water pouring all over house. being a holiday weekend- this was unacceptable! i could not wait 5 days.. i had to call roto rooter and pay 500$ out of my pocket.. again not acceptable!

My refrigerator broke in July 2018. AHS arranged for a repair person from Holiday Business Group to come out on July 26th. He said the problem was with the compressor. He did not have one that would work on the truck with him. Therefore, he will order one and HBG will set up another appointment to install it. The same repair person came back on August 3rd, and unfortunately after working for about an hour said it could not be fixed and AHS would be in touch with me to replace the refrigerator. Within a week AHS provided me with an option of refrigerators to select from and I accepted the recommended model. I was contacted by a delivery company and the refrigerator was to be delivered between 9 - 2:30 PM on August 16th. I waited all day and no delivery occurred. I called the delivery company- they said the refrigerator was not delivered to their warehouse so they were unable to deliver it to me. I contacted AHS who said it was delivered to the warehouse, but the delivery company could not find it so they would look in to it. I received a call from the Forward Air Delivery Company and they said they would deliver my refrigerator on August 30, 2018 between 9 - 2:30 P.M. I called them on Aug 29th just to make the delivery was still scheduled and it was. I waited all day and no delivery occurred. I called "Forward Air" and they said they did not have the unit. I asked why they scheduled the delivery if they did not have the refrigerator. They said the initial refrigerator was damaged, and the replacement refrigerator had not arrived. I called AHS and they put me on hold, and called the delivery company. The AHS person said the warehouse had the refrigerator but could not find it. I asked if I could have "Payment in Lieu of the refrigerator" and the agent said no, because I had not requested that initially. I asked to speak to a supervisor but they would not let me. I called back to AHS and explained the situation and the agent said it was my fault that the refrigerator was not delivered and refused to let me speak with a supervisor. I've called 3 more times, one in which the agent just hung up after listening to my saga. Several others listened and said they would check into it and call me back, confirmed my phone number. No one has called me back. I still don't have a refrigerator and today is September 4, 2018.

Since the initial call on 3 Jun, 1st svc 13 Jun (diagnosis:Mfr need to look at the refrig); another vendor submitted second order 15 Jun; svc 18 Jun conducted; Sears dispatched 17 Jul and after two visits still no fix. What has to happen for AHS to get involved? There sure quick to snatch that monthly payment out of my bank account. FIX MY REFRIG!

I have been given the run around by this company for almost a year. I pay a $75 copay for visits, only for them to tell me the issue was *cosmetic* and they could to nothing to fix my broken kitchen sink. (the handle kept breaking off, but since it did have a fix, it was deemed a cosmetic issue). Finally the handle broke off. When the 2nd time call plumber came, he was unable to fix it, and requested a replacement. I had to shell out another $75, but at least it would be fixed right? well for $150 i could of just purchased a new faucet. So i went ahead and included the leaking faucets in the upstars bathrooms, and 2 tub diverters. All SHOULD HAVE been authorized. The pluming company finally shows up *1 month later* with 1 faucet to replace, saying that AHS didnt authorize the other work orders. To add to this, they said it was because I requested a pay out for the faucet in the kitchen (we have a MOEN faucet and AHS will NOT replace with a MOEN, only with a building standard quality, when our contract clearly states of similar quality) but yet they could not tell me how much they will pay out for the faucet so that i can make an educated decission...Anyway, WE BOTH called AHS and it turns out they DID authorize the work orders, so we resqueduled the job for a time they can do all 3 jobs at once. Today was our appointment and NO ONE from DIRECT CONNECTION PLUMBING showed up, not even called to resquedule. I called AHS and they cant help, all they said was leave a message for someone to call you back. In the mean time ive had no use of my kitchen faucet, and had water leakage in out bathrooms for almost 2 months. AHS and the pluming company they have assigned to us have been putting the blame on each other, giving us the run arround. I will cancel with this company as soon as this issue is settled. they are not worth it, Ive spoken to my neighbors and they highly recommend other warranty companies.

FRAUD ALERT. Do not use this company. I pay monthly, and paid an additional $130 for a service fee to repair my dryer. After four visits, the dryers is still not functioning and I have called AHS *11* times to resolve the matter - either to have another tech dispatched, have the dryer replaced, and/or to CANCEL my service and I am transferred, disconnected repeatedly. I asked to speak to a manager - they refused. I asked them for another number for help, since they could not help me - they refused. Meanwhile, my dryer has been broken for a month!

A technician came out on 08/04/2018 and told me that it was not cooling sufficiently in the freezer and needed a freeon technician. Awhile later I contacted Antech again wondering when a technician would return. A woman I spoke with explained to me that a new refrigerator would be ordered, delivered and the old refrigerator would be hauled away. I waited 2 weeks and heard nothing from the refrigerator supply company. I called yesterday to find out why I had not been supplied with that information and waited on the phone for over 30 minutes. When it was time to pick up children from school, I asked the call taker, Mark, to please call me back on my cell phone which number I gave him. I never received a call back. This morning I spoke with George at your call center who told me he would put me in touch with the company who would supply the refrigerator. So far I have been on hold for at least 15 minutes waiting for the refrigerator people to pick up. What a frustrating mess!

I contacted customer service today 8/23/18 to indicate the refrigerator at the home my daughter lives in had stopped working I also indicated that she was a single mother with two small children and also had very little money so she could not afford to lose all her food and that the repair needed to be done asap. The girl put me on hold and came back to tell me she had contacted Baskett Repair and he would be out around lunch. At 2:00 I called back to indicate that we had received no info on the repair I told the rep that I was told they would be out today, she indicated that there no notes stating they would be out today and I would have to wait 24-48 hours with no regard for the situation. I asked to speak to a supervisor which she refused to provide she placed me on hold for a long period of time until the call disconnected. I called back again asked for a supervisor and again my request was refused. It was like talking to a robot who could not think outside of your script. I did curse as I was furious and she hung up on me. Completely unacceptable service and once this repair is complete I will cancel my service because I have had enough! You should be responsible for the loss of food which my daughter could not afford. You send all the work to ONE man in this area and he has so much he can not keep up, get some more damn contractors. In addition a company who employ's people who have no one to answer for is only asking for problems. I myself worked in a call center for 10 years and i know you should be able to pull the call, you should be able to see exactly who I talked with and if you cannot you have a problem. Do you not have ANY quality control? I will also be forwarding my complaint to the BBB and anyone else who will listen. My money will be going to a new company which I expect will provide better service. The statement that this company is a top company is [censored].

Thank you for using the Better Business Bureau's Online Complaint System.
Your complaint has been assigned case # *******
Correspondence regarding this complaint will be emailed to : *********
Please print a copy of this for your records.

Filed on : August 20 2018

Filed by :
***********

Filed against :
American Home Shield

Complaint Description:
supervisor has not called back to follow up. inconsistent customer service. lack of resolving issue that ive called many times. one hour at least each 7.18.18 order ********** bath tub faucet piece breaking off. tech came out stated part no longer made. stated new part required along w modification to install. i was to pay modification part and ahs to pay for part. i was told several times part price would be cashed out so i may get quotes on who can complete modification work. manger monica called me 7.23.18 and confirmed she was having this processed. i followed up 08.10.17 and was told this was not covered. i req monique call me back and she has yet to call back. i called several times 8.10.18 and again on 8.13.18. i was told by joy in customer service that supposedly the part is covered and that they would call me back by friday 8.17.18. i have yet to receive a phone call. she was to request monique call me back again and she has not. its been highly frustrated as when i call - the reps will not transfer me to management, they claim to submit requests for call back and nobody calls back, i continue to get different versions of action to be taken each time i call and each call takes over an hour as i have to start from the beginning each time. i end up getting upset and frustrated as it seems nobody cares or listens or follows through. i would like to have my money refunded on this visit due to the frustration i have continually experienced and still no resolution or call back or having anyone take owner ship on resolving this. notes [protected] per joy i should get call back by Friday 08.17.18 0810 per Dario monica to call back states no parts needed per Richard called cnj per diane she was on phone w richard and information was provided not sure why ahs saying no parts needed she said i had to call ahs pending moniques call back [protected] per monique supervisor putting in req for cash out [protected] per shelby she is reaching out to Richard [protected] Richard to quote price and ahs to process cash out

Your Desired Resolution:
at this point due to the frustrations i have experienced i want my money back on the visit for 100 dollars since they cant simply process the price of the part as a cash out as promised by monique and other reps. it's become a highly frustrating unsatisfactory experience. especially when customer service refuses to allow you to speak to a manager or supervisor and when they claim they submitted a request -nobody calls you back!

Filed a claim for a broken ac unit, company sent an order out to a company to come service us. The technician inspected our unit, turned the power BACK on from our ac unit that we turned off ourselves. When the ac came on, technician left and did not fix or inspect ANYTHING. 30 minutes later, ac unit shut down again, called the company to come back out and service it again and they couldn't until 5 days later, requested AHS send a different company stated they can but only after the first company sends information to them which would take 2 days. Asked for a refund from AHS since the technician did not fix our ac the first time and we paid the 75$ service fee, to which they replied since he came to your house we cannot issue a refund. I asked for a supervisor and got hung up on. Called back and asked for a supervisor, was left on hold for 30 minutes, when I called back after being on hold THE DEPARTMENT WAS CLOSED.

I just bought a home in Grants Pass Oregon, wanted to have my ducts cleaned, found out that the home had some holes in the ductwork witch was not caught by the inspection at the time of the sale. Cleaning company took pictures and I called American Home shield to request a service call.
The service company confirmed that there were holes in the main duct but it was not covered because of mice bice by the hole. Is this fair, you think your covered and they find a way to not pay. I would not recommend this company to anyone and will launch a campaign on social media to discredit this company. I just want my ducts fixed!

To whom this may concern. My Name Carlos E Rodriguez and my Contract Number is [protected]. I'm submitting all work orders starting with the first order 7/30/2018 W/O [protected], 08/08/18 W/O [protected], 08/13/2018 W/O [protected] and 08/13/2018 W/O [protected]. As today my Air Conditioner is not working for a couple of weeks. I have done everything as humanly possible in notifing you as to situation only to fall on death hear. What I'm getting is excuses here a couple for you. The company you been assigned no longer cover your area. We need a preauthorization to conduct a leakage test that request should be taken care of already since the visit was last week and the best one we are trying to locate a repair company that been about two days. And on and on the excuse keep piling on my regarding my issues. nothing as been done to repair a Frozen Condenser Coils located inside the home. Request that a Company with the Expertly to handle Feon leakages and can repair or replace the inside condenser coil unit. Simply put why continue to add feon only to find that there a leak in system and at cost of up $100.00 per pound of 410A Feon which may add up several hundred of dollars to add to system only to find you have a leak in system. This is not a cost effective method of checking to see you have a leakage in the system. Request you assigned a company which can handle this type of service. Please understand that I'm disabled military veteran which requires temperature control environment. Thank you in advance Carlos Rodriguez Phone [protected] and Email is [protected]@gmail.com

I originally placed a service call in late July and had the initial repair done on July 21st. This did result in some of the issues being repaired however, the A/C unit in my attic continued to leak water thru my hallway ceiling causing a portion to fail. I contacted your company to explain the situation and that the leak still persists causing more damage. They sent another A/C company (DEV air Solutions) to repair the leak and he caused addition damage by placing his foot thru my hallway ceiling. I have yet to hear from American Home Shield or DEV Air Solutions since July 27th on when this issue will be corrected properly. I continue to have an AC leak and large hole in my ceiling both of which I have video and photos of, that remain uncorrected. I have made multiple calls to both companies with no response. This problem needs to be addressed and corrected professionally ASAP.

Bryan Turner
American Home Shield Agreement # [protected]
[protected]

May of 2018 we called a request in for our Air Conditioning unit, it is currently August and we still don't have it fixed. 1st company to come out was Fast Response. We were told there was a hole in the line and that the Freon was low. It cost us over 400.00 to have it filled. While we were on route to the house to pay the tech, he made the Comfort Care sitter very uncomfortable by cussing in front of her children and using remarks such as, "you people". Saying that if it wasn't for that "old man in the bed and that baby, I wouldn't do this". He left and the air worked for about a week- then out again. We had a recall. This tech from the same company told the companion care lady that the first tech just put on a show and didn't do anything. He did something- worked for about a week and then out again. We did another recall(every time I called, I was on hold with this company for longer then a half and hour before anyone answered the phone, it's on my call log). This time the agent had me on the line holding while she talked to Fast response, who told her that nothing is wrong with our system- yet the agent told our companion that he fixed the coil. They suggested a second opinion- so Wind benders came out. The tech told my brother and the companion that Fast Response messed the unit up so bad, he was afraid to touch it. We were told that there was a bad part which required ordering. He suggested that we just buy a whole new unit which was on sale with their company for 5000.00. He left and another company came in and fixed the problem{for a while}. The air was working and I started getting calls from Wind Benders telling me that it was going to cost 500.00 to get the air fix, and I almost paid it until I realized that this wasn't the company that fixed it. A Absolute was the company that came in in July. August 3rd, I called another recall in because it had stopped working and no one has been in yet and it is currently August 11th. All the recalls were supposed to have been expedited, none have been. We have asked to speak to a supervisor or manager several times but they can't be located with a search warrant. Either they aren't in or they can't transfer you. If you are lucky to talk to them you have to wait on hold for a good 45 minutes before they come on the line. We talked to one, but it didn't accomplish anything since we still don't have air. August 10th I called again, I got an email saying A Absolute will be out, but Fast Response called yesterday and today saying that they got the work order. I specifically asked for them not to be sent out- since stories don't match and the first tech made another employee in the house feel uncomfortable- yet that is who they are still sending out 9 days after the order was placed. There is more to this story, but I am tired of type this. I need the air fixed now because there are sick people in the house and this is making them sicker as per the social workers and nurses that come in and out of there regularly!

On friday. August 3, 2018 I contacted ahs regarding my air conditioning system going out and they sent out csc calibrated service company on 8/7/2018 and tom came out and told me that I needed a new compressor and that my out of pocket for coolant was $800. He has the part ordered and when I called kathy (the scheduler who is clearly not fit to be in contact with clients) told me that I needed to pay $800 once the compressor is picked up from the warehouse and the tech is in route to me. She told me that ahs ordered the wrong compressor and it could potentially take 8-10 business days to get a new one. I asked her for an invoice of the break down of charges before I would provide upfront payment. She said she could not explain the fees but would get tom to call me and explain the fees. Tom called me back and he was very rude and abrupt telling me if I didnt have the money then maybe I just wanted to 'be hot'. I advised him that this was an expedite and that I had an elderly parent and infant child in the house and yes I had the money but I wanted to know what I was paying for and to have an invoice of the charges before I provided him my bank information. He told me that if I needed an invoice he would cancel my tech in route because an invoice would take a few days. He told me that if I did not pay in 5 minutes then he was re routing his tech. He hung up the phone in my face. I spoke with him respectfully and he was fast talking me, making rude comments, and being very unprofessional. When I called kathy back to let her know I still needed the invoice after providing her with 2 email address, and that tom was rude... She stated that she did not think he was rude at all and then she hung up in my face! "unbelievable and unimaginable!"

I called ahs back and asked them to send another contractor out for a 2nd opinion because I did not trust the integrity of tom or his professionalism, they sent out another company royal flush and paul was very knowledgeable and professional and honest. He estimated my out of pocket cost to be $300 - $800 and he provided me a tentative invoice.

When I spoke with ahs they advised me that I would have to go with tom since the 2nd opinion had the same diagnostic of the problem even after offering to pay both service fees to both companies for coming out to my home.

I feel that is is totally unacceptable to send contractors out that is unprofessional and disrupts a household in rudeness and make your clients pay for their services without any additional option to use the 2nd contractor. I have been on hold for hours, promised to be called back by 2 supervisors without any follow-up. I have now contacted the corporate headquarters and requesting for someone to call me who simply cares about the customers and their well-being... Hence the name "american home shield" that signifies the protection of a home in its entirety.

Around June 9, 2018, AHS was contacted to check my rent house which had water leaking under the house. I have been a customer for 6+ years. A plumber came out about a week later, without getting under the house, stating the house had shifted and that was the cause of the leak. He said that since AHS didnt pay well, that he would give us a quote to pay to get it fixed. AHS then sent a letter denying service, because house shifting was not "normal wear and tear".
My husband disputed the claim that the leak was caused from shifting, since the plumber didn't even look at the leaking pipe. And per contract, the only non-covered issues stated are freezing or tree roots. That was in June that the authorization for a second opinion was given, with A Plumbing.
After a month of waiting for A Plumbing to call, and mutiple times of calling them without success, my husband contacted AHS again. He was disconnected, put on hold for 40 to 50 minutes, and told a supervisor would call him back.
After 8 weeks of an unresolved leak, out tennents moved out of our rent house.
I began calling AHS then!
I began Friday, August 3, stayed on the line for 1 hour to be told a second plumber would be called, and I should hear from him in 24 to 48 hours.
Tuesday, I called and was told 2-4 hours. Wednesday I was told another 24 to 48 hours. And now Friday, Aug.10, I was told another 24 to 48 hours. This time I asked to speak to a Supervisor, however the rep could not get ahold of one. The Supervisor should call me back --that's right IN 24 TO 48 HOURS!
I also asked for the complaint department, but the rep couldn't find any info on one!

Summer of 2017 my a/c was acting up & AHS had to send the same contractor out to supposedly fix my problem & in the end they said I just needed Freon & filled it at my expense. On 8/7/18 my a/c started the same symptoms as last summer-not going below 86 & I live where it 100+ daily & my 70 yr old mother lives with me. I did an on-line service request on 8/7/18 and on 8/8/18 I was on the phone w/AHS many times which took up my whole day because they continued to give me the bottom of the barrel companies which two of them could not come out for a week. The 7th company they attempted to get a hold of was a reputable contractor and wasn't returning their calls so I contacted him myself and he told me that he refused to do business with AHS because he was tired of them denying work for customers and would try and only replace parts here and there which wouldn't fix the problems. I went on-line to see my service request status in the evening on 8/9/18 and it showed that I had no active service requests. I called the customer service number and waited on-hold for over 30 minutes (usual waiting time) to find out why I had no active service requests to only be told that my service request was cancelled without any reason documented. Not sure how a company can treat its customers like this for as much $$ that you pay to them.

I have been dealing with (ahs) since may 2018 this is when i first reported my unit was not cooling. I paid the service fee they requested me to pay and a few days later d&d plumbing from texarkana, tx was sent out to fix my unit. they came to the conclusion that the unit needed to be replaced so they ordered the unit and it took about a week for it to come in so after that they installed the unit but every since they installed the unit i have had nothing but problems with it not cooling. i called ahs to let them know the unit was not cooling and they called d&d plumbing to let them know the unit was not cooling and after several days d&d called to let me know what day and time they would be coming out to look at the unit so i took off work so i could be home and of course they didn"t come so that was one of many work days I missed waiting on this horrible company. To make a long story short my air conditioner is still not working and i have been living in 100 degree temp since may and nobody seems to care. I have called ahs mutiple times begging and pleading for help please send another vendor so i can get some relief and they either hang up on you or make promises and never keep them. i paid my service fee of 109.00 and 160.00 for coolant and they draft my bank acct for 50.00 each month. my carpet is totally ruined because JEFF from d&d plumbing ruined something inside water is pouring from the unit and has ruined two floors and of course i told ahs and they said it wasn't their problem it was d&d plumbing. My entire summer has been ruined from burning up all summer by ahs because they sent these horrible people to my house. I am going to seek legal advice because i don't know what else to do because ahs definitely don't care about their customers and D&d plumbing should be shut down . oh and yes i have paid out of pocket service fees to air conditioner companies just to fine out they won't touch the unit because of the horrible job d&d plumbing did. No one should be treated the way ahs has treated me yes i blame them because they are the ones that sent these horrible people to my house . someone please help!

My AC unit broke down and I had to pay $200 for 2 different technicians to come and do repair and both of them said there was a loose wire on the unit in the attic. I then called another company who came out and told me the wire was just loose because of vibration and all they did was put the wire back and tighten the screw and besides the problem with the system was that the motherboard has stopped working and needed to be replaced.

I called AHS again and the sent a technician from MJS who cam and told me I will need $1250 worth of freon but I will have to come out of pocket with $800 as AHS will only cover$450. he then adviced me to get a new unit at the cost of $6350 though AHS will not cover it.

I got a new unit through MJS since this ordeal has gone on for over a month and the heat was becoming unbearable. however, the newly installed unit was working intermittently and I was advised to change the thermostat which I did twice and finally, MJS sent another technician who finally told me that the motherboard was not working that was why my system kept shutting down.

after paying $60 a month for over a year, I felt really cheated so I cancelled my service.