American Home Shield [AHS]
Reviews and Complaints

I called in to have a vendor come out to service our lights in the kitchen unfortunately we had to cancel at the last minute the vendor was crude. I called the vendor back to set up another appointment he said he could not come out until Monday, mind you I can not cook it it totally dark in the kitchen. A vendor was scheduled for 8/2/2018 we had to cancel with him he was very rude and not understanding. We called back on Tuesday to reschedule he was still not very nice and said he could send someone out next Monday. At this rate I called American Shield to only get the run around the first time the person left me on hold for 40 minutes (mind you I am at work) the second time I was on the phone with an idiot named Duane out of The Tennessee office (I finally asked his name) he said the file said they could not change the vendor I had to use the same vendor, etc. Never heard of such. To make a long story short he told me I had no other choice but to use this vendor. I could go on, So I am without lights in my kitchen until next week with out of town guest. I am totally disappointed with American Shield. I will not renew.
Patricia Love

My AC went out three weeks ago. I initially contacted American Home Shield and paid the $80 service fee. When the technician came to my home he said he couldn't even diagnose the problem because the unit was frozen and it needed to thaw out. I was not told any of this when i scheduled the appointment. The next available appointment was a week away.

On 8/7/2018 Air Design came to my home to repair the air conditioning unit (central air). I had a previous consultation, and as a result I was already aware of the problem. I attempted to explain to the representative what was wrong. He did not understand me and/or failed to listen to what I had to say. The issue is that there is something wrong with the damper/control panel. He put freeon into my system, and then charged me $330. I have stopped payment on that service, because it did not fix my air conditioning. I have had to go to a hotel so that I am able to get some relief from the heat in my home. Additionally, I have attempted to call in several times, to discuss this via phone and AHS representatives have disconnected calls, acted as though they did not fully understand English, and overall been incapable of providing an effective remedy. This company Air Design, is not capable of handling your customers. They should be removed from your vendor list immediately! I would like my air conditioning fixed immediately. Under Georgia law, this currently constitutes a breach of contract, because of AHS's failure to perform. A contract arises when two or more parties have mutually assented to enter an agreement. Here, in our case, this has occurred. I have agreed to pay my fees in exchange for performance, when and if my covered appliances have broken down. This has been absurd and ongoing since May 2018. Please advise.

At the beginning of July 2018 I submitted a request for service to repair an electrical issue. A service contractor finally came on July 12. He checked out the issue and said he could not repair it; that he would file his report to AHS (that "wires needed to be pulled"). While it did not take long to be charged my service fee ($125) I had no follow up. I then contacted them no too long via phone to be told that the volume was very heavy at the present time so I gave them the benefit of the doubt; I then contacted them via website chat on July 28. I explained the scenario and my frustration and was told the "Contractor Resolution" department WOULD resolve it. Client #224400752It is now August 6 and I called and spoke to an customer service associate - retelling the whole situation. At about the 20-22 minute mark of my call she finally put me on hold to speak to the resolution department. After 15 more minutes on hold she returned to tell me they were not available. She then said I would speak to a supervisor and she put me on hold again---waiting to speak to a supervisor. I hung up after at least another 15 minutes. I was on the phone for 55 minutes with no results, resolution, or hope that this will be resolved by AHS. I would hope there would be some compensation for this unacceptable, unprofessional, unbelievable, customer service. I feel like I'm in AHS purgatory because the fixture isn't fixed and have to wait a yet to be determined amount of time for their response - of which I will be told either it's not covered or I will be paying another $125 for nothing. I will have to have a compelling reason to keep remain with them.

We have had a American Home Shield contract for over 5 years with very little claims. We had an air conditioner repair man come and order parts that would not be delivered for 5 days. Our tenants have a baby and young children and are going without air in over 90 degree heat for 5 days. When I called to expedite the rep said they couldn't do it. We called out our own independent licensed air conditioning repair man who said hands down the entire system is bad and should be replaced. So, as we suspected the AHS repair man is putting a band aide on a major problem and our tenants are suffering in the heat. We have invested thousands of dollars in this policy. I called and was told I couldn't receive any help until Monday. I was told there was no one I could call and no one I could contact. A large organization such as this should have people available 7 days a week to handle such concerns. We will be canceling our policy and we will begin our campaign via social media and internet review to warn people of the terrible customer service, the lack of concern for people who are in dangerous heat situations, and the unwillingness to replace units that are broken even though this is part of the service plan.

I am complaining about the poor service we have rec'd recently. Our central air condition unit went out and we notified AHS. They gave us the name of Easy Air Condition Service & his telephone number and said he would be contacting us. After a day or so, we called Easy contractor and he said he didn't contract with AHS. We called AHS back to inform them, then they gave us the name of another contractor. That's pretty back when the workers @ AHS doesn't know who their contractors are. When we called the other contractor, he stated he was at least three days backed up & America Home Sheild was aware of this. Now when you're in Texas with no air-condition and the heat is over 100 degrees, that's not good. Why do we need to be paying every month when we can't get the service that we're paying for.
Also back in the fall when our heating unit needed a part for it, the contractor that was sent out ordered the wrong part and had to re-order and return a 3rd day to complete the job. Well that was a continuation of the same job, but AHS charged our credit card twice.
I am request to discontinue services immediately and to destroy (shred) the credit card number that you have on file. We will also inform the bank to not allow anymore charges thru from AHS on that card.

Thanks,
Eddie & Lois Robinson
1804 Rosebud Court
College Station, TX 77845
[protected]

I had ahs send out a plumber to my home and the plumber did more damage than good . Then i am offered $55.00 to have another plumber come and repair what they messed up. I cant even have a plumber come out for a service call for $55.00 let alone replace and fix what the service contractor that ahs sent out did. I will be cancelling my contract as they did not hold up to the promises that are in the contract and fix the broken item.

I sold my home and requested that my warranty policy with ahs be cancelled on june 13th, 2018... Their/ahs records does reflects based on my conversations with various reps that the request was made and is recorded... However, ahs is hounding me with past due payment notices for a statement date of july 26th 2018... It gets better... I have called into the [protected] number several times since going through long hold times only to be transferred to what is called the contract cancellation team and after 2 mins on hold I am dumped into a automated recording saying that I should leave my contact and policy info and someone will get back to me with in 24 hours... I am yet to receive a call from anyone from ahs... I have paid my bills each and every month through automation for all these years and it's strange that it would stop unless? Let's see... I cancelled the agreement... Now they are sending me mailing saying I have a laps in policy... Can someone from this company give me a call so I can get off your active customer list!

On 7/10/18, in the midst of a heatwave, our air conditioner began to malfunction. We entered a service request to AHS that day. On 7/11/18, the company sent Scott from Glenair to service the HVAC. After a review, he found that the circuit breakers to the HVAC would intermittently trip, after which he deemed this an "electrical" issue and referred the case to an electrician.

On 7/17/18, City First Electric sent an electrician and he could not reproduce the issue. They referred the case back as an HVAC issue.

In the meantime we continued to experience spotty air conditioning with intermittent poor functioning of the HVAC unit and poor cooling. We have also been in the process of undertaking extensive renovations of our house. During that process we discovered that the air conditioning ducting apparently had some wires installed on the inside of the duct, something of which we were previously unaware. An immense amount of dust, dirt, and debris over probably decades were encrusted onto the wires, resulting in an obstruction of the air duct and explaining some of the problems that we were experiencing.

On 8/2/18, Scott from Glenair again came out. We explained the issue to him, whereupon he (erroneously) said that wires on the inside of the duct weren't a problem. He refused to address the issue and essentially said that American Home Shield would not cover this problem.

This is completely unacceptable. American Home Shield has been paid good money for our home warranty and also with co-pays for service calls. The only acceptable outcome to this problem is for AHS to forward us appropriate funds for us to arrange to fix the problem. Right now we have non-functional, obstructed air conditioning ducting and our home warranty company is refusing to properly address this issue.

I live in Atlanta and my account has been mixed up with someone else's in Houston and I have made multiple attempts to rectify this mix up. Few months ago, I was told it was fixed. My AC went out on sun July 29th and I made a service request and was given a contractor who called me on July 30 to schedule for Aug 1 2018. I waited the whole day and called the contractor who told me AHS had cancelled the request. Upon calling AHS, I was told that I called and cancelled the order on July 31st. I told them there was definitely a mix up as I made no such call and the lady Lashuanda practically called me a senile liar! I told her that she should check the call log and I could bet that the call came from the Houston number they have been mixing my account with since when she asked to verify who I was, that was the number they had on my account. Now AHS has refused to reinstall my account since 'I' cancelled it. The lady practically hung up on me. Now I am left with no AC sleeping on the ground with my young children in 94 degree heat at night. I am making a formal complaint and getting to the bottom of this!
Contract no [protected]

I am not happy with this company right now. I do not feel like I have been promised good customer service or quality service. Your customer service is bad. You have a lot of indian people that work at the customer service call center and they never understand me when I call and or you can barely you understand them. Never can I be directer speak with a supervisor because they want to resolve the problem themselves. Like I said its a language barrier and is very frustrating when we both can not understand each other. First of all my heat stopped working in jan & they came to change the thermostat, but it was still having problems. Then my soon after my ac started to give me problems as well. They had to change the thermostat since it wasn't sending power to the unit. Ever since then the ac has been giving me non-stop problems. Its always something, either its not cooling, its a breaker, or the unit wires, etc. I have got a quote from another company that I had to pay myself and they informed me the unit needs to be replaced. I do not understand why I pay to be insured with your company. If each time somethings wrong with the ac, you send someone to fix a small part and not the overall issue. Nothings ever getting resolved. They promised me a refund when I spoke with someone, and I guess someone did not write the information in my account when they told me it would be on my account. Each time I called about the refund no one knew what was really going on with my account. Just very frustrating!

AHS contract no [protected].

I have been bulling in to making two service calls for the same service. Which I refuse to pay until the issue with my air conditioner is resolved.

In reply to your two invoices for the services I would like to make following comments.

First invoice is in dispute because the work is not completed. The request was for to service two central air conditioners, one in attic and one in basement, along with checking gas furnaces attached to the same air conditioners. Temp Rite was assigned the service work. Under Temprite service order no 69270 on July 6th Temprite addressed only the attic air conditioner And failed to perform any work/diagnostics on heater or the second unit in the basement. Diagnosis was that the blower motor was bad. The tech changed the capacitor and got the blower running at a very slow speed. He set the thermostat on hold at 78 degrees. And blower motor fan in ON position so that fan will keep running and will never have to restart. Blower was hardly blowing any air out of registers. And condenser was running 24 hours a day trying to cool the house because the thermostat was calling for cold air and the thermostat setting was never satisfied. It appears that because of the lack of air flow the line set got frozen solid from condenser on the ground to the coil up in the attic thru the wall. Now I have water from the thawed ice in my walls ( hope we do not get mold inside the walls.)

Temprite returned to replace the motor under service order no 67728. Per this ticket the Tech left with us says " Replaced 1075 RPM 120volt blower motor w(?)new 10 mfd Cap. can not checked R-22 pressures because unit is frozen solid. Need to let then(?) return to adjust the charge." ( (?) means illegible) Temprite never called back and never finished the job.. My A/C is still not working. Matter of fact blower motor keeps running after turning the a.c. Off at the thermostat. This could be something else wrong with the electronics(?).

After several calls to AHS customer service I was told that the Temp Rite did not want to return to complete the job. I was told by AHS CUstomer service that the recall message and service update request were sent to Temp Rite but AHS never got any response from them. WHAT KIND OF BUSINESS RELATIONSHIP AHS HAS WITH THEIR VENDORS?

As of this writing air conditioner does not work. The blower never shuts off even though the thermostat is turned off. The recall never worked.

Now the second service fee is assessed for different company to come and fix the unit. NOBODY HAS CONTACTED US FOR SECOND SERVICE TO COME AND FIX THE UNIT. We are being bullyed by AHS to make payments for both services which we did not get.

No payment for the Temprite service call will be made until after our a.c. Issue is resolved satisfactorily.

In March of this year I made a service call about my unit and a rep named Walter came to my house and barely looked at the unit and said it's old it needs to be replaced after like 2 mins. Besides not checking thoroughly and very arrogant the service was awful which I did make a call to AHS right after. Well my husband and I have been through a lot since then and been without heat and AC since then. I did remember being told if we didnt use Alpine that AHS would send us an amount if we used our own installer. We have one doing the unit now so I called yesterday and spoke to a Latrice who was not very good. She did inform me they needed a report from Alpine, so I just spoke to Walter and he told me they dont EVER HAVE TO REPORT TO AHS what they do because i didn't sign a contract with them. Also was told I had 60 days or I'm out of luck. I do have a copy of the order from Walter. I'm wanting to get a cash out for the unit we are going to get installed. I'm not having good luck with you guys and being a real estate agent I wouldn't recommend based on my experience. What are my options? Our unit is completely done over 20years old and have to do it now. I have no problem getting an invoice from installer if needed. I am more than furious that I paid a year upfront and not getting great service especially since my sister in law had a good experience.

I requested service on a water heater on 7/12/2018 and AHS sent Mr rooter to check my water heater. They decided it was the gas control valve that had to be replaced and the seal chamber but because the seal chamber had two different screws AHS didn't want to pay for it. I just bought this house in March 23 and moved in in april 18th. I didn't change screws or did anything to the unit but they told me that's how the contract is written but I didn't signed a contract with them so can this be legal. They told me that they were going to cover the gas valve but that the plumber wasn't going to install it unless they replaced the seal chamber also and since they weren't going to pay for the seal chamber that the plumber was going to charge $225 but that if I wanted to do the repairs myself they were going to reimburse me up to $215 so I went to lowe's and bought the gas valve and paid $170 cash to a retired plumber and now they are saying they won't refund me the money they said unless I send an invoice from a licensed plumber saying he replaced it. After all pretty much they just refuse to provide the service they're supposed to. I paid service call and they didn't do anything. My water heater is working again and I just want the money they said they were going to refund me $215.

On August 2, 2017 one of my neighbors that was using American Home Shield contacted them to have there AC fixed. They sent over GSSN HVAC that had a registered sex offender as a technician. He then assaulted my neighbors daughter. AHS still uses them as a sub contractor in Northern Virginia.

http://www.winchesterstar.com/news/winchester/man-sentenced-to-years-in-sexual-battery-of-girl/article_456528e7-15de-516c-bde0-85c92db9b330.html

Best way Mechanical came to my house at 9:30 AM I have no air in my house and was told there is a hole in one of my coils. This is the third time this year I have had to have my unit repaired. The Tech left my house and said AHS would be in contact with me . I called AHS after I hadn't heard from them and was told the tech had submitted the diagnosis but still had to request approval for parts which means another day would pass with out air in 90+ weather. The last two of the three times I have had my service done by Baileys in Augusta and they submitted the diag. and the request for approval on the same day and the work was done on the same day if the parts were in their inventory. I explained to the AHS Rep that I would like to see about using the same people who made the repairs in the past and was told that couldn't be done unless I came out my pocket on my own and paid Bailey's I was told by Bailey's that they are still a part of the AHS contractors and I am very up set that AHS won't cover a service call for Baileys I have been a customer of AHS for 12 years and I am considering cancelling my contract if this is how I am going to be treated today's date is Thursday 7-26-18 and I don't want to go through the weekend without Air I live in the South and being without an Air conditioning unit in this kind of weather for along period of time can be unhealthy . I have grand baby under the age of 2 in the house who needs air.

On 6/20, I reported my air conditioner unit as needing repair to American Home Shield. The 1st company they sent indicated they knew my condenser coil had a leak but it had to break twice for AHS to approve the repair. After calling AHS back, they indicated the statement wasn't true and 2 days later another company was assigned. That company put in to have the condenser coil replaced and 2 weeks later, I still do not have any air. The claim now is that there are issues with AHS authorization that is causing delays in ordering the part. All in all - in summary, I reported may air conditioner as needing repair on 6/20 and it's now 7/25 and I still don't have air. I have 2 kids at home, it's the peak of summer, This is unacceptable.

My name is Terri cruce. i live at 1621 Russet Crest Circle, Hoover, Al. 35244. My phone number is [protected]. I have been a customer for years and I have made very few service requests and the ones I have made have been on my AC units. I have two. June 1, 2018 my downstairs unit went down. It took over a month to get the unit repaired, including four trips. I was without air in my downstairs for almost two weeks. A little over a week after repairing that unit my upstairs unit went down. I reported this service request online on July, 15Th, 2018. I did not hear from the contractor ( Myers comfort specialists ) so two days later I decided I had better call. Ispoke with crystal who advised me that I would have to call AHS because they thought it was my downstairs unit again. I advised that I had made the request online. I then called and was told that the service request would be dated for the 17TH. I advised that I slept upstairs and that it was 84 degrees upstairs. A technician came out on Wednesday the 18Th and I was told that it was the motor to the unit and one would have to be ordered and mailed in. They would contact me when it came in. I did not hear from Myers and began calling AHS on Friday. On monday the 23RD I received a VM from Daniel advising that he was on the way to install the motor. I called Myers and spoke with Crystal again and advised I was at work and would not get off until 1400 MT. And that Daniel had left message he was en route. This was approximatedely 1230 MT. She contacted him and he advised he did not need me there to make repair. I got home and discovered the AC unit was not working. I went outside and looked at the unit and the fan was not turning. The temp. Upstairs was 81 degrees. Daniel left nothing advising that he had been there and I had received no call from Myers. I called AHS and spoke with Shaquita. She called the EMERGENCY number and said no one answered. She left me a VM on today, 7/24/18 advising that Daniel was at my home but the motor that was ordered did not work and another had to be ordered. I then called AHS and spoke with Coby who advised that Daniel had discovered that the fan was broken on the unit and another one had to be ordered and it might be next week before the unit was reapaired. This is unreasonable and shows there is no concern for the customer. I live in Alabama where the temps get in the 90's and even 100's and I have to be without air. I have to work to pay my bills and this heat can make people sick. I pay my premium on time to AHS and I have been treated in what I feel to be contempt. I guess there is nothing I can do unless I call someone else out to reapir this and I should not have to do that because that is why I have purchased the home warranty with AHS for years. I guess I am at your mercy or the mercy of Myers but you contracted this company out to do repairs and then allow them to treat customers this way. I am sure they would not treat someone that does not have a home warranty this way. I will however tell everyone I know of this experience as well as post about it on social media concerning AHS and Myers. I have already told some people and they had nothing but negative things to say about AHS. I might even speak with an attorney concerning this because this heat has been known to make people ill and even cause death. I have all the emails from the first service request on downstairs unit in June as well as the current one from AHS and Myers. I have dates and times and names of the persons I have spoken with. I also have all the VM recordings if these are needed.

Thank you. Terri cruce.

I have had multiple problems with my air conditioning unit since May, 2018. I have had multiple service calls and each time the unit is filled up with freon then it works for a few weeks and then stops again. Clearly the root cause has not been addressed. I have had to pay AHS and another HVAC contractor over $1, 300 in freon charges over the past month and a half.

We have registered service requests on 5/5, 5/19, 6/5, and 7/18. Despite this, each time the unit is simply filled with freon but the primary problem not addressed. We now have been informed that the coils need to be replaced as the source of the freon leak. This was improperly missed with the other service calls, although when an outside contractor looked at this, they immediately recognized this.

AHS states that we should have the service done right away to replace the coils and should not have to pay any more for freon. However, the HVAC stating that AHS has not provided them with the appropriate documentation to cover the freon charges. They need to replace coils and then top up the freon. When we have called AHS on MULTIPLE occasions, they keep reassuring us that the freon charge is waved, however, the contractor is stating that this is not true.

We even have both AHS and the contractor on a 3 way call and despite AHS stating clearly that the service should be booked and move forward with a waive of the charges, Total Air care keeps stating that they do not have authorization yet from AHS to waive the freon charge. I have already paid over 1, 300 in freon charges and don't want to pay another $700.

I am stuck in the middle with no air conditioning for over a month in Florida weather. My daughter has asthma and is suffering from the heat and humidity.

This is absolutely nuts!. We have been a paying customer since early 2018 and never missed a payment. We are put on hold each time we call either AHS or Total Air Care for over 30 minutes at a time. After over 5 or 6 calls to each of these companies and being reassured that we should get service quickly, we have had nothing. This is extremely frustrating. I think that, despite their policy of not having customers pay for freon twice in 60 days, they clearly don't want to provide the authorization do Total Air Care for this, or perhaps Total Air Care is simply not willing to cover it. Either way, we as the customer is stuck in the middle and without any serivce.

I think that AHS is simply not providing the proper authorization to waive the charges.

HELP!

A hot frustrated customer!

Good Afternoon,

I am reaching out to you today for help! We have been without Air Conditioning since June 29th 2018. We have a warranty with American Home Shield and have scheduled service from your company(Total Air Care) and are still without Air Conditioning.

We would like to request the technician Romeo Javois to install the "OEM Module" at our home at 213 S Greenfield Avenue, Temple Terrace FL 33617 (Phone number lookup: [protected]) *Also: we were told that our address is saved in your system under "213 Greenfield" -not "213 S Greenfield" .

Our History (Service Order Invoices attached):

June 29th 2018- Our A/C stopped functioning and we placed request through American Home Shield for service. You guys called and scheduled an appointment with us for a technician to come out on July 5th.

July 5th 2018- Technician, Hector Sanchez, came to our home and diagnosed the problem with our AC and determined the following: "Needs to replace 1/2 HP Blower Variable Speed. Could not replace to TS depletion. Will advise warranty group".

Shortly after, American Home Shield approved the order of the Motor Blower and module parts and Total Air Care scheduled an appointment with us for service to install the Motor Blower/ Module parts.

July 11th 2018- Technician, Romeo Javois came to our home to install the parts but had difficulty and determined the following Diagnosis: "Could not install motor & quick swap due to beam in attic where unit is installed. This (is) an access issue. Will have to return with OEM Module".

During his visit, our technician, Romeo, determined that he has access to fix our A/C if he installs a different part called an "OEM Module" and that there is no need to re-locate the A/C to do this.

July 21st (today) - We STILL do not have an appointment scheduled for Romeo to install the OEM Module.

We would like to request for Romeo (or other available technician of your choice) to return to our home and install the OEM Module as soon as possible.

We have called so many times regarding this issue and are not sure what else to do. Every time we call Total Air Care, they tell us that American Home Shield needs to do something and every time we call American Home Shield, they tell us that we need to call Total Air Care.

Please help us restore Air Conditioning to our Home. We are going on our 4th week of no AC and we are losing our minds. Please help!

Fixing our AC is our top priority right now. Please contact us ANY TIME (day or night) via e-mail, phone call or in person at:

[protected]@mail.usf.edu (personal email)
[protected]@flvs.net (work email)
[protected] (work phone)
[protected] (personal cell)
213 S Greenfield Ave, Temple Terrace FL 33617 (stop on by).

Thank you for your time, we hope you can help us!

Lora and Phillip Jeter