American Home Shield [AHS]
Reviews and Complaints

On Nov. 27, 2017, using the phone system, I filed a service request for a plumbing leak. I had to authorize payment before the complaint was accepted. Two days later a technician arrived, verified there was a leak, and said that before he could fix it he had to have authorization from AHS. Hours later you denied the request, leaving us out $75.00 and plumbing that still leaked.

If I had been able to speak to someone, they could have told me that my leak wasn't covered. But that option was not available when I filed the claim. I am requesting reimbursement of the $75.00 since you didn't fix the leak.

RE: contract #[protected]
Burton Sage
2336 Nabal Street
Escondido, CA 92025

Our furance ceased working yesterday, 12/6. I called a service request in today, 12/7 and the first available appointment for repair they have is 12/14.

It is dipping below freezing temperatures at night - forecasted for 27 degrees tonight.

It is COMPLETELY unacceptable if we have paid for our home warranty to have service scheduled so far in the future. One day? Two days? I understand - AN ENTIRE WEEK - completely unacceptable.

They indicated they'd place me on a cancellation list and "if" there is another opening they'll try to make that work.

If I am not able to receive timely service, I would like my contract fees replaced and the contract cancelled immediately.

Thanks for your help

I was trying to reach customer service for mail I am getting from you reqarding delinquent fee of $75.00. My credit card shows a payment to AHS for $75.00 on Oct. 28th 2017. The plumber was at my home on Oct. 27th 2017.
Please let me know what I am delinquent for?
I just made another payment of $75.00 online, but I think I am over paid.
Please check my account for past payments.
My name is Bea Gonshor
16726 Ashley oaks
Encino Ca 91436
[protected]

AHS practices in Deceptive business practices
1) failure to meet contractual obligations related to response times;
2) failure to expedite services deemed as emergent;
3) false denials leading to delayed service repairs;
4) inappropriate, inaccurate and inconsistent interpretations of contractual terms and coverage;
5) misleading and/or outright lying by customer service representatives by misinforming, changing or misrepresenting AHS obligations over the phone;
6) AHS customer service representatives impersonating "AHS Supervisors" when asked to speak to a supervisor or superior to assist in clarifying inconsistent messaging and their inability to provide accurate information.

Customer Service Representatives are unable to interpret contact terms, lying to customers and denying claims. Did not have installers available for ceiling fans so I was instructed by AHS to get an installer on my own and they would reimburse the installation fee. DENIED, claiming "they" never said that. I spoke with a "supervisor" buy was informed when trying to get my reimbursement that they do not have "supervisors" so they could not have promised they would reimburse. I was with them for 4 months and then I cancelled. Horrible company. I filed a complaint with the idaho attorney generals office, federal trade commission and any other message board and consumer protection organization that I can think of and I will continue. I am amazed this company continued to be in business and I will continue to do what I can do make sure they do not succeed.

AC went out end of June 2017. New one put in August 2017. One month later September 2017 ac freeze up due to faulty coil. New coil is waiting to be put in. Your company wants me to pay for freon. Freon should not be payed by me because of faulty product. AC went out in the hottest part of summer. I had to leave my home. I am unable to go without ac due to injury.
Jayne Baker
1731 FM 2200 W
Devine, Texas
[protected]

On Sunday, 11/12/17, I called AHS regarding a heating problem in one of my rental homes. I waited 45 minutes for someone to take my call. The person that I spoke to started a work-order and explained that I had to call on Monday, November 13, 2017. When I contacted the heating company they told me that my work-order was to have my air conditioner repaired. I had to call AHS back and explained that my work-order needed to be changed to have my heating repaired. I was told that the first company (Southern Comfort Heating and Air) only did AC repairs. I was told by the AHS representative that they would give me another company that did heating repairs (Extreme Heating and Air). I asked for and received a work-order number. I called Extreme Heating and Air and gave them the work-order number that I received from AHS. The representative that I spoke to at Extreme Heating and Air told me that the number that I gave her was not a valid work-order number. I called AHS back again and stay on hold for 45 minutes and the call was abruptly disconnected. I called AHS back and waited another 45 minutes before I spoke to a representative.
The AHS representative told me that the work-order number that I had for a second time was for AC repair and not to have my heating repaired. The representative told me that whoever I spoke to at AHS the second time gave me my AHS contract number and not a work-order number. Due to the incompetence of AHS personnel it took over 5 hours to get my heating problem resolved. This is totally unacceptable.

I have been without hot water since Friday (11/10) I submitted my request on Saturday morning (11/11) when I realized my hot water heater had a steady flow of water coming out the back. Due to weekend hours, AHS would not provide assistance so I had to reach out to another Plumber for assistance of how to turn the water heater off to reduce water damage & they told me it would need to be replaced. I received a quote & they advised they could replace my hot water heater on Monday (11/13). Today, (11/13) I had to take off work to wait on AHS contractor because they refused to call 30 mins prior to arrival. I was given a 10am-2pm window for their arrival. They called at 2:30, to let me know they were 15 mins away. I called AHS back at 4, as they had not shown up. At this time, I was placed on hold for 20 additional minutes until the technician finally showed at approx 4:30. The technician then verified what we already knew, the hot water heater needs to be replaced. Discount Contractors advised they could replace in a week - as this is how long it would take them to get a heater. AHS is refusing to reimburse for the Plumbing Company I have that can do this repair NOW! They are licensed & insured; therefore, should be eligible to do the repairs due to Discount being unable to repair in a week. I have a baby that I have not been able to bathe in 3 days! This is completely unacceptable.

I have been on hold with AHS to cancel my contract for 1:04 minutes... absolutely ridiculous

Mike, of Service Pro's of VA, replaced the accumulator on my heat pump in July, but did not weld it properly, according to Jeremy of West End Heating and Air (today 13 Nov 17). I paid Service Pro's $565 at that time for freon.

The cost to fix the weld and replace freon today is $920. I do not have this and don't believe I should pay it if I did. I have been paying AHS premiums for 20 years to repair or replace appliances that need it.

Can you help me, by either authorizing the replacement of this unit, or having Service Pro's provide the freon without charge.

I scheduled a repair call online on 11/11/2017 for my hot water heater. When I realized your system automatically placed me with Hurst Plumbing out of Tyler, TX (without giving me options to choose a plumber), I immediately cancelled the request and called in. I was still not able to reach a real person so waited until this morning to call and request service. My husband called, and after being on hold for 45 minutes, was told that we did not have the right to NOT use Hurst Plumbing since I had already placed a service request, even though it was cancelled.

I believe we have to right to deny having Hurst Plumbing return to our home since we had issues with them before one two occasions (which I complained to AHS about for the second repair call). When Hurst came out the first time, the plumber did not repair our faucet properly. The second time I called in for service (for the same faucet), the second plumber initially told me we didn't have any coverage. After arguing with him for about 30 minutes, he got on the phone and found out that we did have coverage. Then, after he did the repair, he tried to charge me $75 extra (without informing me prior to the charge). What happened, he had to cut into the wall to get to the faucet. He told me that if he had cut into the wall INSIDE the house, AHS would pay for the wall repair. Instead, he cut into the outside of the house and said that AHS would not cover this repair and he had to charge me $75. I told him that he should have advised me of this BEFORE he cut into the wall. I would have cut into it myself since I have to repair it myself.

Every time that I have used a AHS service, I have been pleased with the repairman and they have always advised me UP FRONT of the possibility of any extra charges. We feel like Hurst is not reputable enough to handle repairs properly and request that another plumbing company come out to help with the hot water heater.

Right now, I am on hold AGAIN with AHS (40 minutes), to try to get a different plumber and have a service call scheduled. We have been without hot water for two days now.

AHS needs to make it clear that we DO or DO NOT have options for a repair company BEFORE placing a repair request. I am sure this has happened to someone else before.

I appreciate this matter being expedited since we have had AHS for years and we need hot water NOW!

Thank you,

Debbie Helton
[protected]
Contract # [protected]
1519 Tanglewood Drive West
Hideaway, TX 75771

We have been waiting since August 23rd 2017 to have our oven/microwave combo and our cooktop vent repaired due to an electrical surge. We have been as patient as possible, but now we are at our end. The horrible customer service from your vendor Accord Appliances is beyond belief and I do not understand how they can remain an approved vendor. They have been out two times and not brought or ordered the correct parts. They then closed out our claim with AHS without ever fixing the appliances. When we contacted them to try and schedule the replacement of the parts they refuse to schedule to job since they closed their file as they apparently left a message while we were away on vacation. We had to call AHS to re open the claim and still they don't call or schedule the repair. We are at over 2 1/2 months with nothing done. We won't have a kitchen to cook Thanksgiving dinner in and we are beyond angry. Since your vendor will not and can not repair our items we want them replaced with all new asap.

I called in a repair order. And no on ever came to my house they called once left a message to call them back. And next thing I know you are charging me for a repair that was never fixed. The after waiting for an hour and 20 min on the phone your rep Ashley was no help and I was again told that I have to pay another fee for them to send put another company to fix my heater. I never again will allow airtight heating and COOLING in my home as you sent them before to fix my air conditioning which wasn't fixed and now they font even cone to my house but yet I'm charged and I have to pay another company. What kind of business are you running.

11/7/17 Claim #[protected]. I waited on hold for over 30 minutes only to get an insensitive rude representative. Her name was Jaylan (Memphis, TN) and she wouldn't give me a employee number or transfer me to a supervisor as I requested a number of times. She kept talking over me and wouldn't listen to me and let me talk. She kept repeating the same things without letting me talk. When I told her that she just kept raising her voice and saying I had to respect her. Really, I have to go out of my way to respect her? She said the phone call was recorded and I hope it was. She shouldn't be in customer service because she doesn't understand who a CUSTOMER is and that her job is only as good as the customers who pay the premiums. I asked more than once for the process to make a complaint and she NEVER gave me this website. She got me so infuriated because of her talking over and over me that I swore, which I apologized for. When are your representatives held responsible for actually helping a customer and listening to their issues? This lady is not only unhelpful but made a situation worse by the way she "handled" the call. Please listen to the call and notice how many times she repeated herself and interrupted me when I tried to speak.
Our LG refrigerator is less than 3 years old. We have been without a working refrigerator for over a 1-1/2 weeks and the parts aren't even ordered which is not what the tech told me on 11/2/17. He said they would be ordered and in in 3-5 days. I called today and found out they haven't even been ordered and won't be until later today when the tech gets back to the office. This is unacceptable that they probably wouldn't even be ordered today if I hadn't called (and maybe still won't be). The lady at that office told me they might be back ordered as well and that they won't schedule the appointment until they receive the parts, which further delays the repair . These parts should be expedited and an appointment scheduled in anticipation of the parts being delivered.

continuous returns for the same problem.2 new parts were installed, to no effect.this is not the type of service I am accustomed to from ahs.contract
#[protected]. I would appreciate your attention to this situation. the appliance
service says the electrical system is the fault. the electrician has checked the breakers, taken of the front cover and examined each breaker to be working
as it should.yet something in the dryer keeps flipping the breaker.

On 10/27/17 N & K appliance tech came to service my dishwasher. I advised him that I had just had my kitchen sink faucet repaired by another contractor only days before. The dishwasher stopped working after the faucet repair. I requested service online which kept me from having the company which fixed the faucet check out the problem. The N & K appliance tech advised me that the water valve for the dishwasher had not been turned back on. We had no prior issues with the dishwasher before the sink faucet was repaired. I still was required to pay the for the service call which I don't have a problem with. But the fact that the problem was created by the previous contractor and cost me $100 is what I feel is unethical and demonstrates a lack of concern for AHS customers. After contacting customer service, they insisted that there was nothing they could do. Its one thing if and appliance breaks down on its own in which I have not problem paying the service fee. Its another if the cause for breakdown was caused by the previous contractor.

To talk to a person to complain, plan to wait on hold for at least 30 minutes. I am waiting on the phone now for 55 minutes and it appears that the music stopped and I probably got disconnected.

If you do finally get through, you'll get someone that is informationless and incapable of making a decision. They seem to be tolerant to hearing complaints. They probably received training on how to listen to complaints, but not do anything about it. They are worthless. I never was able to talk to a supervisor. Even when they call within the company it seems that they are placed on hold as well. There is no direct line and they don't offer it.

The contractors that AHS hires are incompetent and don't show up on time. When they do, they try to do as little as possible or nothing at all.

Every visit costs $75. Plan on them having to return at least 2 or 3 times before the item is repaired. Expect that they will blame the problem on the house. For instance, if the dryer doesn't dry, it's because the vent to the outside is blocked and that's not covered. If anything actually does get fixed, plan on paying something out of pocket. If the A/C drain hose is blocked, it's not covered. If you need freon, plan to pay $85/lb out of pocket.

There's little to know email or paper trail to follow. So if you are building a small claims case, good luck. They do well at preventing any direct email between the home-owner and AHS or with the subcontractors.

They pride their web service and try to always direct you to the website, but it just has a form to fill out. They ask for the service number, but you're never given a service number (part of the obfuscation of info).

If you have a rental condo know that they don't allow their contractors to enter the property unless someone is there. I guess their incompetent contractors are also thieves.

Their contractors businesses are no-where near your property. We have a HVAC company in Jacksonville FL servicing our system in Tampa. It's about a 4.5 hour drive.

I would not recommend this to anyone. I'm going to cancel the contract.

I submitted a form on 09/18/17 that my freezer/ice maker was not working. It then said that Hammond services would be contacting me for a service repair.
They called the next afternoon and set up a time to come look at it. When they
walked in they opened the 2 drawers to my freezer and said they it seals were
not sealing correct and that was the reason my freezer was not staying cold. They then said just to be safe they are ordering an ice maker. The one I had would try to make the ice an would freeze the top thin layer but would not dump the ice due to it not being all the way froze. They never once pulled out my fridge and checked anything like the blower fan that is supposed to circulate the cold air so everything freezes. They said they would be back in a week. 1 Week later they returned with the new ice maker and said give it 24 hours to make ice and they the seals they received were the wrong ones so they would be back once the correct ones are received. I asked how the ice maker is supposed to make ice if the freezer is not cold and the reply I got was that should have nothing to do with it. LOL well we all know that it does and I don't have a appliance degree. Anyway 2 weeks passed and we hadn't heard anything so we called Hammond services said they ordered the wrong part again and this time they received a LG TV, mind you this is a freezer and not a to that was being repaired. I then hung up and called American home shield to ask them if they had anyone else who could come look at my freezer because I didn't think the other company had any idea what they were doing, they reply I got was I will cal them myself will you please hold. So the lady at Home Shield called Hammond services and then got back on the line with me and said that I was right they acted unprofessional and they ordered the part themselves from sears and was supposed to go through them so that is why a TV/Wrong part was sent. She then informed me that since Hammond services had already come to my house we had to stick it out its them and let them try
to fix the issue. I then asked even if the part that we are waiting for more than likely isn't the reason my freezer won't cool and she said yes. Well my husband was furious my this time and he called Hammond services and told them what he thinks is wrong and asked them to come pull out the freezer like they should have the 1st time and the reply was mg I didn't think of that and yes it could be the reason its not cooling. She was going to have the Tech
call us back and well that has been another 2 weeks and still never got a call back. So we are now into a month with no ice and no freezer and after a 45 min wait to get a hold of Home shield today they said the part should be here in 5 to 7 days. So now we get to get another part that I don't really think is the issue to why my freezer isn't working. I also told her they replaced an ice maker that still isn't making ice because its not cold in the freezer and that nothing was wrong with the other one because its doing the same thing as the new one. This is ridiculous that we are having to go though this for a service we pay for. I normally don't do reviews but I'm fed up with getting the run around and I feel like we are more qualified than the service techs home shield sends.

I spent over 1 hour on phone waiting for a live body at American Home Shield to answer. Then that person hung up on me while I was speaking. The next time I called, it was 20 minutes for someone to answer. The AHS plumber, "P.D." at Kintex, who came to evaluate my cold water faucet, that I had thought had apparently broken off from the base, spent a total of 5 minutes evaluating the problem. He did not use any tools, he did not look underneath the sink, he did not attempt any repair, and he did not ask me any questions. He then apparently, I found out later, reported that the faucet handle had broken off due to "misuse". Normal wear and tear are covered under the contract but "misuse" is not. Therefore, AHS denied any request for subsequent repair or replacement and said that "misuse" was not covered in the contract. I then called several times to AHS to dispute this evaluation by this "plumber", since I have only lived here in this dwelling for a couple of months and there was no way that this faucet was misused, but I was told that there was no way for the assessment by this "plumber" to be disputed and that a second opinion by a 2nd plumbing company might cost me another $75.00 service fee. I was LIVID! This American Home Shield company should be investigated for fraud. And as soon as I figure out the avenue for that, I will be the one to do it. I will not rest until they are exposed.

First of all I spent over an hour and 20 minutes on the phone on hold, someone answered then hung up on me and I know it wasn't my phone because I was didn't move. Second time I spent over 45 minutes on the hold and the person didn't help at all. I was scheduled for someone to come out to my home tomorrow to fix a leak in my bathtub and leak in my toilet. They called me today at 3:30 to let me know they're not able to do this because the contract is now with the agency Tuesdays and Thursdays and not Tuesdays and Friday. I work full time and have Fridays off that's why I scheduled it for Friday. I asked them about how my appointment was made before the contract and changed but they still wouldn't honor the appointment they had already made. The person who cancel the appointment told me that somebody from American Home Shield will be calling me, they never did I had to spend waste my time waiting on hold for somebody to talk with someone. I was told tonight that they had 24 hour notice to get in contact with me, this is not helpful at all, it would have been much easier for me to do it myself and probably cheaper. I am not sure why I pay the money because I'm not really sure what you guys do very very unsatisfied with a service. I will not be renewing the service once my contract is up and I'll be telling anybody who asks not to invest in your agency.

This company is ridiculous! You have ineffective service in every way! You left us with a large hole in the wall after a plumbing issue for 3 weeks without even contacting us to get it repaired, and your wait time to speak to an agent is 1 hr. In additon, we have had 3 service calls in three months with a patched up air conditioning unit that needs replacement that your company will never allow due to cost. Just ridiculous and unethical.

Submitted online request with AHS warranty for leak on evening of September 5. Promptly received email that we would be contacted within 24 hours to schedule repair appointment. Never received a call from contractor.
Placed called to contractor A+ Service Techs on morning of September 7 and scheduled an appointment for September 11 between the hours of 8-12p. Technician arrived and examined leak and said he would be in touch after talking with AHS. Again no call or email was received.
Placed call to AHS on morning of September 16 spoke with representative (Rosslyn) very helpful and courteous and said she would place a call to contractor and for us to check back later to see status of repair. Said that there was not a diagnosis received.
Placed call to AHS again on morning of September 18 and spoke with another helpful representative (Toya) who said that contractor was sending out details regarding repair.
Later that week a message was left (by April of AHS) on home phone saying that cabinet needed to be removed in order for repair. A later message was left on phone stating that the repair would not be covered.
Placed call to AHS to find out why repair was not covered spoke with AHS representative that was curt, and discourteous and simply not pleasant (Kathy). I was not asked "how can I help you?" The conversation began with "May, I have your contract number?" I was having trouble reading off my phone and before I could get to read the number I was greeted with a sarcastic, "Hello?" As the conversation continued I was told that the repair was not covered because there had been a shift in the foundation of our home that caused the leak. That the leak had been there for some time and the walls were moldy and therefore this was not normal wear and tear." (There was no explanation whatsoever as how a plumber could come to that conclusion. If there had been a shift in the foundation would there not have been other areas of damage. It was also eluded that there had been work done in the house that caused the problem. The kitchen had be redone over three years ago.) When I asked how I could cancel my warranty I was quickly given the address to the headquarters in Memphis and the conversation ended shortly afterwards.
To day I have not received any written explanation for the denial and not once was I ever contacted by the contractor except for when they were 30 minutes from my house.
I still have the leak and I will be canceling my warranty after more than 10 years as a customer.