American Home Shield [AHS]
Reviews and Complaints

After making a call for service, it took several days for the plumbing contractor to come to the house. One of the bathroom faucets was not working properly and there was a leak under the sink. The plumber came on May 22, a Tuesday, did part of the job and said that he would be back on Thursday to finish the job. The next day, Weds., we got a call saying the plumber had not yet secured the part he needed and indicated that he would be back the following Thursday to finish up. Several days later I received another call saying it would take another week to get the part and the job was set for the following Thursday. After my complaint to American Home Shield about the length of time it was taking for the repair, they advised that the job would be finished on Wednesday rather than Thursday, one day earlier. The plumber came on Wednesday. This morning I wanted to have the sick hold some water. The plunger didn't work. A water line under the sink had been moved so the plunger hit it and would not go down. I called the contractor and now they will not be able to get back to fix the problem for 4 days.
I am very unhappy with this contractor that American Home Shield has selected to perform plumbing repair work in Henderson, NV. It's been over 2 weeks and there is still an issue. It is apparent that American Home Shield selected the low bidder for their use and "we get what we pay for". This is the first time I have used this home warranty service and if this is a sign of how repairs are going to work, I will seriously consider changing my home warranty company.
The contractor in question is Air Pro Master in Las Vegas, NV.

Since I have been a customer I have nothing but problems with American Home Shield. I started in March 2018.The first problem was my Kenmore refrigerator stopped working I called AHS and was told a service tech would be out in a week so much for getting service quickly like your add says.The service tech came out and checked the refrigerator out and decided the control board was bad.After ove a week the part came in and a few days later the service tech came out and replaced the board.The new board did not fix the problem.I heard nothinf from AHS for about a week I had to call to find what the hell was going on.AHS rep told me the problem was assigned to another company.After about another week The other company came out and said the compressor was burnt.Again I heard nothing again I had to call to find what was going on, I was told the refrigerator was not fixable and AHS would replace it in about ten days.I aske if I could get my own I could not wait another ten days.The rep I talked to said yes I could and send AHS the bill.I teh informed aHS bI did not want the replacement that AHS was going to give me, I ordered a refrigerator from Home Depot .Eveve though I informed AHS three times I did not want the refrigerator AHS was going to give me.A day before my refrigerator I bought from Home Depot was to be delivered AHS had the refrigerator I did not want delivered I had hard time convincing the delivery person I did not want the refrigerator and to take it back.
I did finaly have a refrigerator after over a month.My next proble with your service is my microwave went bad.I called on April 8th and a week latter a service from GE came out and said my door was the problem I waited over a week for the part to be delivered and then I was to call Ge and let them know to make an appointment for the service to come out and install the door.After a few hours of the the replace door the microwave stopped.I call AHS and toled the rep the microwave was not repaired.Again I had to wait a week before the Ge service tech could come out again.The service came and said there wer two parts that was needed and I would have to wait another 2 weeks fro the parts to come in.I was just informed on 5/25 18 that the parts are on back order and some time in June they may be in.I can nto wait after over a month since my microwave went bad.I think AHS should replace my microwave or let me purchase one on my own and like the rerigerator get rembersed.I am rellly fed up with your treatment.AHS is about as unreliable as most companies.

On Thursday, May 3, 2018, I submitted a claim because our air conditioner was not working properly. We received a call the next day that a service repair person would be out on Monday, May 7. On May 7th the contractor came out and said we needed to have both our air conditioner and furnace replaced (they are both 20+ years old) and he would submit the necessary information to AHS.

My husband has called 4 times to AHS: 2 times he sat on hold for more than 30 mins and 2 times he spoke to someone who said they couldn't understand the claim and would have a supervision call him back - which has still not occurred.

It is now May 18 and we have had no callback or received any information on what AHS will do with our claim. We pay a monthly fee for this service and
it is appalling that we haven't heard from anyone.

The contractor indicated that a new central air system WILL NOT work without the replacement of our furnace. The contractor has submitted all of the proper paperwork indicating that both of these systems need to be replaced together. We have had them serviced many times over the years. Now, it is infuriating that AHS is nowhere to be found - once we need help!

I cannot tell you how disappointed we are with your service. It is unacceptable that you take our money every month and then disappear when we need help.

Here is our information:
Plan:
Pick 10
#[protected]
Expires 03/06/19
Address - 1881 Dillon Road Maple Glen PA 19002.
We pay $801.48 each year. Maybe this isn't a lot of money to you, but it is to us and our family.

I look forward and hope to hear from someone soon.
Jennifer and Craig Cubbin
Cell [protected] or Cell [protected].

My heat pump has went out. I have had no air for over 21 days. I can't even get American home shield to call me back. They keep telling me I have been moved up to top priority and get no call back. I have the top plan with them and get no service. I was yelled at by customer service and told there are no supervisors. I was told twice their computers are down and can't help me.

I had my dishwasher repaired last month. While repairing the dishwasher the technician broke the water valve under the sink and said : now you have to get a plumber to fix it ! It is not my problem!Since then I placed 5 phone calls to AHS, one each week, saying what happened and I get the same answer : I will check into that with my supervisor .NOTHING HAS BEEN DONE!I am tired of calling and have no answer. Right now I've been on hold trying to talk to someone for 38 minutes!
I guess I will have to take another action to solve the problem myself with the help of an ATTORNEY!
If there is anyone that would like to try and solve this problem please contact me!

I called on may 4th regarding a failed a/c unit and was contacted by the air supply services ([protected]). When I spoke to the dispatcher, the first available appointment was may 11th. Given that it was more than? Days to satisfy an appointment, I called ahs back to have them recall the request and find someone who could come out sooner. That request was denied as part of the service agreement. I reiterated that a week to wait for a repairman to come out is not right. Fast forward to friday, the service tech arrives and spends 5 minutes trying to find the problem and diagnosis the situation. He told my father-in-law that he found and fixed the problem which was related to the inside unit in the attic. Before I could contact the tech for resolution, my father-in-law told me he was gone. When I called later that afternoon for follow-up, the office was closed for the weekend. I then called my own repair company, who came out on saturday, diagnosed the problem, which was not what the a.S. S. Company indicated and fixed the system.
I then called ahs to get my $75 service fee back and they said that regardless of what the outcome is, the company is paid the service fee. I reiterated to her the circumstances above and lisa proceeded to get the vendor on the line. The vendor indicated that they "tried" to get a hold of me and was unable to. When I check my phone log, I found no record of them "trying" to call em in missed calls, etc. At the end of the day, they are not going to refund the service fee, even though, they misdiagnosed the issue and did not repair the system.
I will be calling the number lisa would not provide to me to complain to corporate [protected]) and notify them that I will be looking for another home warranty service provider.

I have a remote control 62 in high-end fan I was not offered a fan that cost $30.00 from home depot 32 in no remote control with a pull chain. It was not similar features, or capacity, or efficiency, I was lied to on the phone by the company saying that's my only choice or $90.00. When I went back and looked at the contract and it says AHS is responsible for installing replacement equipment and parts of similar features, capacity, and efficiency, but not for matching dimensions, brand or color. I called back and said I was not told the truth and want a manager. All mangers are in meetings and there is nothing they can do. a 32 in fan with a pull chain compared to a 62 with remote control is not the same features, capacity, or efficiency

Called American Home Shield to service a broken garage. They sent a person out, but $75 (and two minutes) later, I was told that it isnt a covered service. I called AHS immediately and they verified that it was not a covered service. I asked why would they send someone out if they knew this, and the response was that I should have read the contract. They atd THIEVES!

We filed a claim on or about April 24 for what we guessed was a pipe leak. AHS sent out Budget Go over. The plumber couldn't duplicate the leak (did no other inspections except turn on the tub). Plumber assumed there was mold because of "leak". We had a mold company come out. They cut a 3ft hole in our ceiling and found ZERO mold. The plumber came back out, didn't find a pipe leak. Finally did more investigating and found the tub spout had a leak. Replaced a $7 tub faucet spout and left us with $1500 in mold and ceiling repairs. The supervisor at AHS told us "it's not out problen" and the home warranty policy doesn't cover mold. THERE WAS NO MOLD. WE HAVE A 3FT HOLE IN OUR CEILING due to incompentancy and negligence with the plumber AHS sent out!

I had logged a call for my washing machine
The vendor had gone out and advised that they required parts.
I then scheduled a recall after the part had arrive
The vendor did not show up 3 time
During this time, I have made numerous attempts to reach them and they continue to be very rude on the phone, put the phone down a few time. I took 3 days off to accommodate the dates and they did not show up
When I call each time now, they either hang up or they are not willing to accommodate my availability as cannot take off from work again.
I called your customer service team and requested for a supervisor to call me back.
It has been day 4 and am not able to get a hold of a manager and am told that I have to accept what I am offered regarding dates and times
Your customer service has been an absolute horrible experience as I have called numerous times and all I am requesting is for a call back from a supervisor to support the request from the vendor to support my availability seeing that they did not show up 3 times.
I have had no luck at all with getting a hold of a supervisor, yesterday I had a voicemail from a supervisor advising that the issue has been resolved as there is an appointment scheduled.

5/9/18 [protected]
Water heater installed in 1994 had a leak. Your tech came out and said it needed to be replaced due to a dialectric fitting. Both a Ruud.com (invented water heaters and in business over 100 years) and a local plumber (I was referred) to said this part (as shown in manual online) does not come with the unit or any Ruud water heater. It is also not the cause of a leak for a 24 year water heater. The first rep said it would be replaced with some cost for modification. Then a rep called and left a message to read contact — not covered. How can a 24 year water heater leak due to a part not used or needed on a water heater? This appears to be a ploy to get out of paying a claim on a $1000 per year contract.
Ask for a manager to call me yesterday. It's the end of today and still no call. All reps getting run around online although they agree this doesn't make sense.
M. Burton, Parkland, FL

5/9/18 and 5/10/18. Contract # [protected]. I recently requested for my plumbing to be service due to stoppage when the contractor came out and indicated the plumbing would not be able to be fix and we would have to pay out of pocket and someone would contact me. I received a call today from a representative which game the the same information the service rep did. I explained to the rep I would like to speak to a person in charge in regards to my contract which i was transferred was told my contract was cancelled. I am needing a supervisor or director to contact me at [protected]. Regarding my previous service which i am wanting to cash out and for the coil. Please contact me asap to review my contract issue and policy.

AC went out on 5/5/18 (Saturday afternoon) Called and got voice system. and No call back on when repair would be done. Called 5/6/18 spoke to Rep who tried to find anyone in the area available. They finally called on Monday 5/7/18 to let us know they had NO ONE available until Tuesday sometime in the afternoon. We are under 85 Plus temperatures the entire time. Two little ones in the house, and two adults with health conditions. (Asthma for one). They have NO weekend emergency companies, they don't even try to get some. I guess when someone dies because of their incompetency then they will get off their behinds and fixed this asinine issue. Then they still have the audacity to charge a co-pay. They just keep getting worse and worse in their customer service. Will be going to a new company if I find one, so far they all suck.

April 17th. Submitted a request for electric meter jaw repair, Receive confirmation that R&R electrical has been assigned to my case
electric company provides maximum of 10 days to fix issue or they turn off power
On April 19th, upon hearing nothing, I contact R&R Electrical, explain the issue and mention that a permit will be required before the electric company would remove the lock on the meter box for diagnosis. Given an apt for April 24th.
Electrician does not make it on April 24th because he was held up at another job. Appt is now rescheduled to April 26th- (note the 10 days are dwindling fast)
Electrician shows up on April 26th and obviously the meter is locked so he cannot perform a diagnosis. R&R calls me and I explain as I did before that a permit will be required before the lock can be removed. Went back and forth (by the way, R&R Representative is very pleasant and professional). I finally conference in the electric company and the contractor and they reiterate that the permit is required before anything can proceed.
April 26th. Everything starts to get frantic. the pleasant lady at R&R contacts AHS. I get a call from AHS later saying that service is denied. Asked why and she couldn't articulate why, just that its denied.
Because I am running out of time, I authorize a payment of $250 to R&R to obtain St. johns county permit so we can get moving. By now, I have completely run out of time for comparison shopping . Besides the electric company threatening to turn off power, I also have new tenants scheduled to move in on April 30th. I then call the AHS appeal department, a nice gentleman answers the phone, tells me he doesn't understand why its denied. I conference in the R&R lady and she provides a breakdown of all the costs to AHS. The gentleman notes down everything and asks me to hold on while he waits management's approval. While I am on hold, a lady comes on the phone and says it is denied. I am very confused at this point. I refer to section 3 which says
Electrical: Covered. All components, and parts including Direct Current (D.C) wiring, lighting fixtures and built in exhaust/vent/attic fans except: NOT COVERED: audio/video/computer/intercom/alarm or security wiring, face plates, etc. No where is it mentioned that the meter box repair is not covered.
She then refers me A3 which states that the covered items must be installed for diagnosis within the confines of the main foundation of the home or attached or detached garage with the exception of air conditioning, heating, electrical panel etc.
She reiterates the use of the word 'confines' to justify the denial. So, although the meter box is attached to the house, it's outside the house therefore does not meet the requirement although section 3 never excluded the meter box from coverage. The word confines is very subjective here .
To summarize my issues;
(1) it took 10 days from when I submitted the request for AHS to deny my claim, leaving me with no choice but to go with their very expensive contractor. I called several within Jacksonville and they quoted me a prices of between 300 and 475 including permit fee but due to the 10 day max provided by the electric utility company, I had run out of time. I am now stuck with a $745 bill which I would have halved, had they provided a decision sooner.
(2) No where in the AHS contract is it explicitly stated that the meter box which is connected to the foundation is not covered ; its all open to interpretation which is why I was getting conflicting responses from the company.
(30 April 28th. R&R contractor came to the house to perform repairs. He left without completing the work, saying he needed to order the correct parts and would be back on Monday. Again, I had to call the electric company and request an extension til Monday. Meanwhile I got an email from AHS stating the work was completed which is not true. Also, they shouldn't debit my credit card for the $125 fee until this matter is completely resolved.
Desirable resolution. I am asking that AHS review their contracts and explain why they are denying this coverage when the nowhere is the meter box mentioned as not covered. I am also asking that they refund part of the costs to R&R given that it took almost 10 days to address this issue giving me no time to compare costs. The meter box issue is very sensitive as any electrician would inform you so why wasn't this issue given the attention it needed. I am also requesting that they refrain from debiting my account until this issue is resolved.

Anne Ngugi, [protected]

We had service on 7/5/17 and 12/2/17. Called for service again on 12/21/17 and no call from a technician, called AHS several times and the systems were always down. Called for service again on 1/8/18 - again no call from technician. Several tried calls to AHS and no one could help. Caused to hold on the line for an hour before anyone answered - then couldn't help. Spoke with technician on replacing dishwasher since it doesn't get fixed - he told us to call AHS - tried but no one could help.

Finally just replaced my dishwasher because when the technician came, it worked for a day or two - then stopped working. The problem was the top control panel.

Would like help paying for new dishwasher because the customer service I received was very disappointing. I have gone five months without a working dishwasher. I'm frustrated and considering cancelling my contract.

We had a leaky pipe issue inside the wall on one of our bathrooms and AHS sent someone from Hartman's Plumbing out of Salado, TX 2 days later. The plumber shattered the sewer stack with his jigsaw when cutting through the drywall to get to the leak. He then took a couple of pictures and left. He never came back, all calls go straight to voicemail, and he's not returning any calls. He also told AHS that the job was "completed" and they closed the ticket. He also told them he'd been trying to get a hold of us "for days" and yet we don't have a single voicemail or missed call. When we called AHS and told them what really happened, they started refusing to cover the claim stating that our builder built it that way so it's not "normal wear and tear"! We've had renters in the home for one year now, but prior to that we lived in the house since it was newly built in 2013, and our daughter used that bathroom the entire time and there was NEVER a leak! Now AHS is saying it's our word against theirs! What a ripoff! We're still in the process of getting estimates on fixing THEIR mess but I can say for sure that our lawyer will be sending them the bill, including legal fees!

AHS sent a technician out to replace water heater. He said that since water heater was in bedroom, he would not do it. It's not a bedroom but storage area but a bed is there. So we call d AHS and explained. They said if we got another's plumber and he said it was up to code. Go ahead and replace. We did. Water heater is enclosed in a large closet type room, with proper drain in floor, with separate door. No problem. We called American Home Shield afterwards, and they said, since they didn't authorize. We would get no money back. But the person we spoke to, did authorize. I feel very betrayed. Conned! Why would I pay for service and and not do what they say? We were led to believe that what we did was ok. Now I'm out of a lot of money, and paying for a worthless contract.

I am a new customer and have been trying to get my hot water heater fixed. I am a disabled army veteran and need to have hot water.
My contract number is 231 223 132. Why cant you guys get me to the right person to get this done. This is very bad customer service. I have been talked to rudely by katrina and another women by the name of pat! Pat happen on 3-24-2018 at 12:20 in the afternoon. Katrina happened today at 0825 hours. I am not a happy customer.

My home phone is 940-442-3492 home address 10228 franklin drive, providence village, texas 76227.

Thank you, dr. Michael butler, retired army vet

I submitted a service call on February 21st. The first service company made it out on February 27th to come in quickly and tell me that the back electrical panel was burnt up and that they'd order a part and get back to me. Well on March 2nd they called and said it would not be until next week because they had a family emergency. I waited a couple of days and come to find out they had switched my service to another servicer without telling me and I had to call AHS to have them get this servicer called. So I waited another couple of days for the next servicer to call me and they showed up and told me the same thing. They ordered the part and came back on March 9th to replace it only to find out that the front electrical panel also needed replaced. They told me that it would be 5-7 days before that part came in.
I just not got a call from that servicer telling me that the part is backordered until April 14th and won't be able to come out until about April 25th.
I called AHS to see what you could do and all you can offer me is to give me money for the part but only after we buy a new refrigerator.
I am not happy with that answer and I say that after all the money we've wasted on food and having to buy ice to keep some of it cold in ice chests that we need to be getting more than that. We should not have to wait 2 months for this to be fixed!
You need to replace our whole refrigerator now or have lost our business in the future.

Re. Contract #[protected], Service Call #[protected]. I placed a service call wih AHS on 02/23/18, due to my refrigerator not cooling. AHS assigned a repair facility here in Tallahassee, FL, who informed me that they don't work on Samsung refrigerators. After another call to AHS, they assigned Calvin Robinson Repair & Maintenance to perform the repair. A repairman arrived at my home on 02/27/18 and determined that the condenser fan had failed and needed to be replaced. He also told me that he had to contact AHS for approval before ordering the fan and replacing it. I tried contacting him for an update for two days unsuccessfully. On 03/01 I received a call from Jan at AHS letting me know that that AHS is not authorizing the repair because there's a lawsuit against Samsung involving my model Samsung refrigerator. I contacted Samsung and they issued a work order to David Quick Appliance Repair. On Friday, 03/02/18 David Quick arrived and soon discovered that my refrigerator just need to be reset. I was charged a $90.00 out-of-warranty service fee. David Quick also informed me that there are currently no class action suits that he's aware of against Samsung. I researched it and I can't find anything of the sort either. I'm very upset with AHS. If there was a class action suit against Samsung it shouldn't matter. The contract says AHS doesn't have to pay if the manufacturer's product is defective. I shouldn't have to pay AHS the $75.00 service call fee because they didn't authorize the repair.