American Home Shield [AHS]
Reviews and Complaints

If you are considering AHS, please don't. This company will do anything to deny your claim if it is substantial. They will even accuse you of fraud rather than pay the claim. I have two homes under AHS protection (a joke) and when an A/C broke down, and turned out to be the compressor and receiver, they claim that this was not a "normal" wear and tear item and therefore, not covered by the contract. Additionally, their claim of 24 hour response time is a big lie. You will not get a service visit for a week. If you are still considering AHS fine, call them and choose the option to request service and see how long you will stay on hold!
When it is time to cancel, forget it! there is no way to do it... You just won't find the way and will give up. I had to call my bank to stop the automatic payments.
My advice, save the $50 monthly payment and use it when you need it. AHS is a big scam and I don't want anyone to experience the pain that I had to deal with.

I have been a paying customer of American Home Shield for some time now. In June 2017, I put in a service request to fix my AC unit. Initially AHS sent 2 technicians to my home without calling them first to see if they work with my particular unit. Even though both technicians said they don't work with my unit, they said that there was a leak inside and outside. When I noticed that they were about to send a third, I called them to see why they were not acting on fixing it. They finally called the technician first and it has now been over two weeks since the last technician came to my home and he has still not sent a diagnostic to my home. I have called AHS everyday this week and they have told me the same thing each time.. that the technician has 24 hours to return a diagnostic. Regardless of trouble finding parts, it is unacceptable to have someone without AC for a month in 90+ degree heat. They should expedite these claims or find someone who can. I will report this to the BBB and possibly my news station. My health is at risk.

I have been a loyal Customer for 7 years. My A/C Unit went out so I contacted AHS. Harkins A/C and Heating came out to fix it only to find out that everything had to be replaced and brought up to city code to a tune of over $1, 300 out of pocket in addition to paying the $75.00 service charge. So here we are a few months later and it's broken again. But now the new special parts that had to be brought up to code and the new drip pan is not draining and now my ceiling in one of my bedrooms has to be changed because water has leaked into my ceiling! I called AHS and the want me to pay again for someone to come out. I called Harkins and they want me to call AHS so they can get paid again to fix what they've already been paid to fix. If this is not resolved, I am cancelling my policy and contacting my Lawyer. This is not fair at all.

4644 Havasupai, Phoenix 85308
My management company has been trying to get a/c fixed. First vendor fix lasted approx 6 hrs. They refused to return per AHS. Tenant took off work to wait for second vendor who did not show. Working on 3rd and 4th vendor with each having 48 hrs to respond. Mgt company would like ahs permission to use their a/c man so they don't have to move tenant to hotel due to excessive heat warnings

We have been a client for over 15 years. At first AHS would fix the occasional thing that broke. Then the last 5 years, would not honor any claim (we've only had like 3 during that time). We were going to cancel and an administrator got one of them taken care of, but played the same games with us this week on a leaking air conditioner and bad thermostat. Took our money as usual and did nothing. Said the technician didn't even put the thermostat in the report, so can't make them go back and fix it. Lodged a complaint against the vendor and the AHS CSR laughed and said, yep, plenty more complaints against those guys. Cancelled our service after 15 years, and they sent a $30 cancellation fee.

Hello
My ac was replaced with a new compressor approximately around May 4, 2017. This was my 3rd replacement in less than two years. Two weeks after replacing it the compressor went out again. The same scenario from the previous two. Originally the technician quoted me one price for freon and then went he fixed it a totally different price. This technician lost me then because I knew he couldn't be trusted. Called AHS for a recall on ac and the same technician told me the compressor was locked. This was on May 18, 2017 and that he would order. I asked him if it would be fixed by May 30, 2017 because I close on this house. He said should not be a problem. Called AHS on Friday May 20, 24 7 or May 21, 2017 to get an update and the technician had not updated anything and the gentleman I spoke with assured me that he would call them and then call me. This never happened. I called the company on Monday May 22, 2017 and was told by the supposedly secretary that the part had been ordered but couldn't give me an arrival time. I then called AHS and was told that the technician had not called it in, so the representative called the office and was told by secretary that he was not responding to her. AHS representative told me that she requested that the technician update information and to call me with the update. All day I never received a call from technician, so I called AHS shield back around 8:30pm that night to inquire as to whether or not he updated. To come to find out he updated requesting warranty information. This part was never ordered and the representative advised me to call back on Tuesday May 23, 2017 during business hours so that they can contact the technician for more information. Mind you so far I have spent over $500 in hotel expenses because I live in the south and my home has been up to 96 degrees. I also have a closing coming up and this is the memorial weekend approaching. I have never wanted to use this company ever. He was sent out to me years prior and I didn't care for the lack of knowledge then. I need this rectified with a sense of urgency because if borrowers choose not to close until fixed I will lose contract and my earnest deposit on home that I am purchasing! I hope AHS shows in some manner that they absolutely care about the customer and follows up with this by correcting this

I called in a service request for my upstairs AC, a week went by and no one called me to advise a repair tec would come out. I called back several times during the week and was told it was given to a company. I called the company directly and they told me it was a glitch in their system but they was booked up until the following week. I called AHS back and they reassigned the ticket to a different company, the new company came out 2 days later only to tell me that my system was a mix match system and he wasn't about to work on it because it was going to break down again. He said the outside unit was too old to work with the inside unit and the outside unit needed to be replaced. He said he would return the ticket to AHS stating his diagnosis. No one from AHS contacted me so I called back and was told that the TEC did report the issue but not to the correct department. I was told he needed to call Authorizations, the tec disputed this and said AHS was BS'ing me. It took another week just to get the ticket called in to Authorizations. Once Authorizations received the ticket they put in a request for a different company to come out. In the process of waiting on the new company, the downstairs AC stopped working because it was overworking itself trying to cool the entire house. The new company dispatched 5 days later only to tell me that he fixed the downstairs unit by adding 2 lbs of free-on and he was charging me $120 for that, I asked him if he fixed the upstairs AC because he had never come inside the house and he said it was overcharged so he had to let 3 lbs of free-on out and that it was fixed. I checked the upstairs and it wasn't working. I asked him to come inside and look at it, he got defensive and said I'm getting the correct reading out here, I said so are you going to come inside to be sure it's working and he didn't want to, but came inside and said it will get cool soon, it's going to take a while. I also asked him to look at the unit in the attic and he did and said it was mix match and installed in the past year or so and that the outside unit was 13 years old. He stated it was going to keep breaking but that AHS don't care, they only want him to keep fixing it. He said they will never replace it. The tec left at 6pm, the next morning the upstairs never cooled off and is still not working. The upstairs unit was installed by a contractor West End Air a year or so ago, they are responsible for installing the new unit without replacing the outside unit. The attic unit is a 14 sear and the outside is a 10 sear. I have an asthmatic son with a heart condition and I remind AHS and each contractor of this each time I talk to them and they have yet to resolve this issue. My family of 5 have been sleeping in our family room for almost 30 days now. I don't know what else to do at this point. I pay $45/month for the past 5 years or more to AHS and I've never called them to repair anything other than my AC upstairs. I feel that they are not fixing the problem, just putting a Band-Aid on it, oh and I forgot to mention that each time they come out, the contractor claims to put free-on in it and charges me a ton of money. The previous tec that came out charged me $525 for free-on for the same upstairs unit that is not working right now, the same one that the tec said he let out 3 lbs because it was charged up too much. What can we do? I've escalated the calls and they refuse to let me speak with a supervisor.

My main was made from wood and was deteriorating and had gaps and holes, I contacted Blacburn and Davis Inc. and had them give me an estimate to repair it. They built a new main for me, but afterwards I found out that it was covered by AHS. I called AHS and they sent out Avalanche Air LLC. They came out and looked at it but told the warranty company that the entire furnace had to come out prior to replacing the main. This was not what I was told to me by Blackburn and Davis. After Avalanche Air made call to AHS, an AHS representative contacted me and informed me that I have to have the furnace removed before they can do the work, and they will charge me $500 to remove the unit, they would use the piece that Blackburn and Davis built as a replacement and then replace the furnace. I spent $100 for them to tell me a lie. I had Blackburn and davis complete the work. The furnace did not have to come out at all, the labor and materials cost me $490 not including the $100 dollars for AHS to send out the Greedy company that didn't know what they were talking about. I reviewed Avalanche air on BBB site and their company is nowhere to be found. Blackburn and davis has quality ratings and did an outstanding job. Thanks AHS for hiring non professionals who don't know what they're talking about and just want the $$$$. and to the Customer Service Representatige Tierra who refused to give her last name or which call center she was in, thanks for keeping me on hold for over an hour to speak to a manager.

The furnace stopped working in cold January, their technician came and refused tell me what the problem was, and when I called AHS, they said they have to give him 48 hours to tell them what the issue is, remember this is in cold January, after 48 hours, they said they are still waiting, I told them I will hire somebody to take care of the problem, they suggested second opinion, which means more service fee and wasted time, my technician found the problem and fixed on the spot, when I called them back to ask for reimbursement, they said their technician called them at last and told them the issue was burned wires and I need new furnace, and they said it is not covered under the warranty.It is obvious they hire people find them excuses not to cover services.They claim they have comprehensive coverage and it is false.I cancelled the warranty, it's a rip off.

I reported a defective water heater to ahs and they have been giving me the run around for 5 weeks. They keep blaming the plumbing contractor and will not honor the contract I have with them.

I am now in the process of engaging a lawyer to get this resolved. Do not ever sign a contract with american home shield.

They consistently fail to take responsibility; do not return phone calls (Even when their representatives say they will). When I requested details of their legal department an their presidents name and business address they refused to provide them.

Poor company.

Re: [protected]
I am a new policyholder who has wasted hours of my time and i'm done.

I have, to no avail been trying to get a copy of my contract and coverage information. A pretty simple request, I thought, which by the way I should never have had to request it. After 5 phone calls (Includes one to a supervisor) and promises each time nothing.

I haven't even placed a claim and I having problems already with 10 minute hold times and a lack of responsiveness, I am disgusted. Yet it seems you got it right when it comes to drafting my premium each month.

I need to speak with someone in the corporate office to resolve my request and make sure it is understood, your customer service is horrible. If this is not resolved to my satisfaction i'll be demanding a refund for all premiums paid and filing a complaint with consumer protection.

I recently had a toilet over flow in my new home. I contact the Home Shield warranty company and they assigned a vendor to me that I have had problems with in the past. After being assigned this vendor, I contact Home shield no customer service on the phone and they told me I have no choice but to use this vendor that stole from me. I asked to speak to a supervisor and continued to get the run around. After 30 minutes on the phone I continued to get the same response. You must use the vendor assigned to me even though I have had issues with this vendor in the past.

In the mean time, I continue to have a toilet, shower and other plumbing issues in my house. I am very disappointment with Home Shield and also will be following up with the Better Business Bureau and Consumer Affairs.

The customer service is horrible. The contractors sent to your house are very slow (and sketchy), sometimes taking 3-4 days just to call for an appointment which will be another 4-5 days out. We have had weeks with no air conditioning or refrigerators. AHS shows no urgency or empathy toward situation. They just keeping saying sorry, that the way it is. They are not worth the money, head ache or hassle.

American Home Shield approved the use of an outside repair company to repair my washer. In doing so, since they don't have a direct payment set up with said repair company, they said that I would need to pay for the repairs ($399) and in turn, I could submit the recipe and they would reimburse me.

After mailing in the receipt and making 2 follow up call in which I was promised a call from a supervisor, I have yet to hear from American Home Shield or received a payment. To complicate the issue, American Home Shield has a "gate Keeper" system that prevents their consumers to speak with a manger that has the autonomy to make a decision. They also claim not to have the ability to email in or out.

In the end, it feels like their system is set up to prevent their consumers from having any format to resolve issues...especially since they won't return my calls.

This is the absolute worst customer service I have ever encountered. Their process in the end feels fraudulent as they take my monthly payment, ask me to pay for the repair, and avoid my every attempt to resolve the issue.

From my experience, It is my opinion that American home shield doesnt value customer service or their customers time. Their system is set up so their customers can not speak with a manager who has the autonomy to resolve issues. They have placated me for 3 months and refuse to respond as well as failing to reimburse me $399 for an out-of-pocket repair. Their service is the worst I have experienced in my adult life. I would encourage everyone to find another home warranty service that values their customer and customer service.

We have had this company for over 10 years. Each year is getting progressively worse. I believe they have only really repaired perhaps 3 items in this time.

Probably have been on hold for most of the ten years( no joke)
You can call anytime of the day or night and they tell you that the hold time is more than 10 minutes but 45 minutes later you are still holding.

Seriously, if you are going to call yourself a company, employ a few people to do customer service.

Service providers DO NOT call you back within 24 hours. I was actually told once, when I called back to check on the appt. Why the hell am I suppossed to call back? Shouldn't they have contractors responsible and ethically enough to call me to schedule when told they would. Why do I have to babysit their contractors?

Then contractors may or may not show up timely. I had a air conditioning repair scheduled for 4-8pm and took off work to be there. No show even near 9 pm. AHS can't reach their own contractors. TTotal joke and total waste of money.

Once the item is repaired, 16 days later they need to return. A 14 year old can repair as well as their contractors.l

This company should truly be investigated by some consumer protection agency. They rip off people left and right. Air conditioner goes bad on Tuesday, I call and request service, and then more than 24 hours later call back. Finally they set up an appt. for the following Monday but don't show. It's over 90 degress for the past week and I have no air.

Here's what American Home Shield says, " Well you could go ahead and have it repaired on your own and submit the bill to us and we may cover it." Oh yeah, I pay you monthly, so you can wait over a week to give me service and then you want me to pay out of pocket and submit so you may cover it?

Really COMCAST is no longer the most hated company in America. We have a new one. AMERICAN HOME SHIELD...No service either via phone, email, or providers.

If I ran a business like this, I would have been out of business in two weeks!

Where do I begin. The problem started in March of 2016. I had a leak from somewhere which was difficult to find. At any rate AHS sent out Polar Plumbing aka Total Air Care in Jacksonville Florida. After a few visits I found the problem and had the main water line replaced. Ok..that problem is done now I have an ongoing problem with my cold water line. Over time there was a build up of lime and calcium deposits in the line which resulted in the loss of cold water throughout my Moble Home. They came out approx 6 times. Of those 2 times one of their plumbers offered to repair the problem "off the books" personally. Another plumber seem to care and tried to fix the problem to no avail. The last time he came on the 3rd of June 2016 he replaced the "t-Pipe" and left. Of course that did nothing either. In the meantime I checked my water meter on the Jea page to see how much my water usage was. Everything was fine with about 70 gal of water usage per day until June 3, 2016. NOW it was over 2, 500 gallons a day! Now my water bill is over $ 148.00 and counting because I caught it so late in the month. I called American Home Shield which is almost impossible to get anyone on the phone but finally did and they tell me he never was here that day. Seems as though he never turned in a report for that day. I faxed them the report he left that day but they refuse to admit it. I had a friend check it and it seems as though the Polar Plumbing fell that came on the 3rd made a mistake by not securing the shark bite and instead of fixing it he left it to leak. American Home Shield in the meantime ( after I mention calling my lawyer) tells me they don't cover this problem. Hum, funny since they sent this joke of a Plumbing Company out here 7 times. Not only that but they had the nerve to offer to send the same company out here and charge me to fix his mistake and then offer to send another Plumbing company to look over the stoppage problem even though they made it clear they would not cover the problem. REALLY? Long and short of this story is American Home Shield are unscrupulous and the worst company I have ever dealt with. They hire bottom dweller contractors that have no clue what they are doing and screw the consumer any way they can. I am so done with them and I hope that anyone reading this takes my words to heart and don't get caught up in this scam.

Hello,

I placed a repair request that my air conditioner wasnt running at all in first week of may. The company that american home shield sent to repair it, came, looked at it for 5 minutes, and immediately informed us that his boss told him to leave... They do not work on my brand of ac (Trane)... So the next company that american home shield sent a few days later... Came to my home on this service repair call regarding my air conditioner on may 11...

At that time, they informed me that we would need a part, and that it had to be authorized through american home shield. It took almost 2 full weeks, (Even though there was a readily available part sitting across town... About 1 and 1/2 hr drive from our home)... American home shield refused to authorize the part... They gave us no option (We might have been able to work out a partial payment on our end, of a more expensive part if it meant that we could avoid such an extreme delay in repair)... Citing that it was "just too expensive for them". There is no clause in our contract that says that parts would be available for our appliances as long as they met the "cheap enough" american home shield standard of approval

So, we waited... Meanwhile... The second company repair guys ended their initial visit with them promising that whenever american home shield shipped their cheaper part... That they would immediately come and fix our ac... At that time... On that day...

Back to initial visit of second company on may 11th... We paid in full, as is required...in good faith... The required $75.00 service fee with check # 2585. The service company gave us an invoice, which I still have, that verifies this. All was square.

Since may 11 when we paid, right up to as I am sitting here writing this... May 28th... A full 17 days after we paid... American home shield still claims that we have not paid... That we still have an outstanding balance of $75.00.

As we waited for this "too expensive" ac part... Our refrigerator/freezer started to make a strange noise... So we sent a repair request to american home shield... We were informed that we are prohibited utilizing any more requests as we have "an outstanding balance"... That is the service guys, until we paid... Of course we contacted the ac service company immediately... Ayers service company, and they told us that they would quickly act to remedy that... Acknowledging that they certainly did indeed receive a full payment from us... Well within the timely manner expected...in fact... The same day as the initial visit... Even though we did not get our ac fixed that day...

The service guys informed me and my husband on the second visit when they came out (After finally acquiring the appropriate part and were able to come and fix our ac...) that their company has several times called and verified for american home shield for us that we certainly did indeed pay, in full, on their initial visit.

The american home shield screw up with all of this money thing has delayed anyone coming to look at and fix our refrigerator/freezer... And, needless to say... Of course... Now the dang thing has died... Right on saturday of the start of the long memorial day weekend holiday... Im betting that no refrigerator/freezer repair company going to have any dialogue or action with us even if only just to prepare to come out and fix it before tuesday...

It is now the long holiday weekend... And of course... All of the food in both my refrigerator and freezer are lost... I have no food... No way to keep any new food until who the hell knows when... The money that I spent on the food is gone...

Do I need to go on about how dissatisfied and disappointed that I am?

I spoke to american home shield customer service for the third time just now on phone... After leading me around by the nose on this last phone call for more than 45 minutes... No remedy... I was put on hold for another 15 minutes only to be connected to a totally different representative that started the whole process all over again as if it was a brand new phone call... The call ended when he very forcefully assured me that until I could produce verification that bill with ac service company was produced to their satisfaction,... There would be no new service requests from us honored by them...

This is by far...in all my years... The absolute worst company that I have ever dealt with... The most woefully dismal customer service company ever... And the most uncaring, insensitive group of representatives of a company I have ever had the displeasure to deal with...

This is not my first bad experience with american home shield... But you can bet it is going to be my last...

I have called american home shield and placed a service order for plumbing under my home warranty with them for both shower head and toilet leaks plus a water came up on the kitchen floor. They have assigned the lindsay plumbing co. And the technician had showed up on 3/15/16.

He had fixed my shower head by replacing a post-temp cartridge. He had denied to fix the water leak on the floor and had blamed it was due to another leak from another water cooler close by, which I had moved the water cooler to test this out. He had also denied to fix my toilet leaking due to blamed to the floor was not level, which caused the toilet moved and the wax ring and its flange broken, and stated this was not covered by ahs. However, he had offered to replace the toilet parts and seal the toilet for me for $205.00, which he hope should fixed the leaking, but no guarantee that I need to have the floor check out. I did not agree for the repair for which I have to pay out of my pocket for him to fix and the job is not complete where I need to get someone else, so I preferred to find someone else to do both toilet leak fix and the floor. I called another plumber and he came out to replace all toilet parts including the flange, the wax ring, brackets, etc. And resealed the toilet with no more leaking and the toilet is very stable, most of all there is nothing wrong with the floor is not leveled and had paid for $150.00.

I called the ahs back today and told them about all of the above that I have paid for their service premium, which did not cover anything and end up have to pay another separate charge, so it was a waste of money and hassle. Of course, they could not do anything to accommodate us.