American Home Shield [AHS]
Reviews and Complaints

I purchase my home Feb. 2023. Along with the home purchase I dem it necessary to purchase a home shield protection plan. In March I contacted AHS for service on the above items. AHS created a service call. three weeks went by the services company did not contact me. I then called AHS again, and was assigned another service company. One week later the company cam out. The cook top hood was dem to be function properly. The fan is to blow heat, smoke up and out of the home. This fan allows bugs (gnats) to enter still blowing heat, smoke into the home. I have never in my fifty years of home ownership have ever experience anything remotely as this.

The hood is out dated and needs to be replaced. The Dryer was not drying the cloths. The tech replaced a heating element. Now the dryer is over heating and melting the rem of the lent filter. When removing lent from the filer I burned the tips of my fingers, with hot plastic sticking to my fingers when trying to remove the lent from the lent filter. The washer damage a new receiving blanket, and a new set of bath towels. Both if these items were purchase after I moved into the home in Feb. 2023, my things had not been delivered. Pictures were taken of the damage items by the tech. and summited with the tech. report. AHS stated the washing machine was working well to despite evidence of damage items were provided. It is now the end of July and I am still have unresolved issues as well as a new issue HVAC System leaking water inside of the HVAC inside of my home.

I called on 07/19/2023 to request service for my central air conditioner. On 7/21/2023 I received a call from Right Tech Heating and Air advising me they do not service my area which is Hemet CA.

Why would American Home Shield send my order to a company that do not service my area? Please be remind that we are facing extreme heat of 100-105 degrees in Hemet! My brother who has stage 4 cancer, I'm hypertension with other medical issues! My indoor temperature is 94-96 degree inside the house!

I called on 07/21/2023 and spoke with customer service to advised them that Right Tech had contact me and advised they do not service my area. I explained my brother and I health issues and was told they would see about finding someone else to service my order.

However, when I called this morning 07/22/2023 the recording said there was no order in the system for me! I than spoke with Mavic who actually verify that my service order had been canceled!? She would put in a new order with me and my brother must now suffer through the weekend with this heat!

My contract was paid in full at time of purchased with my home I need my contract to be fullfilled!

AC condenser compressor failure denied without definitive reason. This unit has never had an issue and ran smoothly up to the day it failed. Speaking with customer service has gotten nowhere and I have my 90yr old mother living with me in a house that is over 86 degrees! This is life threatening to her and the delay in getting this unit fixed is extremely dangerous to her health since she is already home with heart problems.

My name is Sudi Kharazmi and I would like to know why my claim was denied because of "pre-existing condition" when it would have been impossible for me to see this eminent failure before it happened. Like I said the unit has cooled very well and was never an issue until it was reported and per your website description of coverage for prexisting conditions this should be taken care of without any questions. Please help me get this resolved quickly because we are living in Florida with a heat wave and no AC for 6 days now.

I can be reached at [protected]@aol.com or by phone [protected].

Thank you and I await an answer from your company

Sudi Kharazmi

My 94 year mother's HVAC went out the end of June. We live in Tennesse and the weather has been extremely HOT...as of today July 19th 2023 we still DO NOT have the HVAC fixed...AHS has given us (and the company they hired) the run around. I really can't understand the people I talk too, they speak with broken english which makes me think I'm not talking to someone in the United States. First they wanted to replace the outside unit and not the inside unit both dated 1998. They were waiting on a coil. Now, they decided to replace the entire HVAC system (which they should have decided in the first place) and still no HVAC unit. My mother has COPD and was rushed to the hospital because she can't breathe in this high heat high humidity atmosphere. I don't understand why this HVAC system isn't fixed after all this time...

We had our air-conditioning completely go out when it was 117° here in the desert. We did wait until a weekday Although we suffered for over 48 hours to implement service. My son was scheduled for a surgery and had to be in perfect health in order to be admitted to the hospital so we had to purchase a hotel room so that we would have somewhere safe and comfortable to stay in. Date of incident 7/7/23. Claim officer informed us she could give us $100 off for our $600 repair. Totally unacceptable. Please contact me ASAP at [protected].

I have the most expensive platinum coverage offered by American home shield which equals $1300 a year. I have had ongoing AC issues over the last 45 days with their preferred AC vendor coming to my home May 23, May 25, May 27, June 19, July 3, July 11 and we are still waiting for a part to come in. We are in the middle of the July 2023 heat here in Houston Texas with temperatures up to 106 in a non-functioning AC. American home shield has zero sense of urgency and trying to rectify the issue and all they say is sorry. We just have to wait until the part arrives each time they come out they say they fix the AC but it still continues to function properly and not cool the house with this, we are experiencing 84 to 91° in our home , our unit is a 21 year old, 12 seer unit that makes abnormal noises, and in addition, most recently was smoking when the last contractor was out working on it, but American home shield still refuses to replace the unit even though that is a part of my platinum, premium coverage. Every time you call customer service, you speak to someone in the Philippines, who will do nothing other than forwarding your call to an escalations department, which is also located in the Philippines. Other than this, their entire company phone system is on lockdown, so that is as far as you can get. Even calling American shields, corporate headquarters in Memphis, Tennessee, you cannot speak to anyone and there’s no one there to help you.

HVAC unit/Central Air stopped working June 29, 2023, initiated a service request with AHS on June 29, 2023. Contractor was assigned and came and looked at the unit on July 1, 2023, as of today July 16, 2023, nothing has been repaired and I have called AHS 4 separate times and each time, I am told it is being reviewed/in processing. I have been without air 16 days, headed into 3 weeks , in Mississippi, where we are having record heat in the 90's-100 degrees. When asked if I can have it repaired on my own and be reimbursed, I was told, that is not an option because it has already been assigned and a technician has been out and performed the diagnostic. Of course the $100 service fee was paid by me and yet no air.

Been a customer for 7 years with little use of the warranty - Now with a routine A/C failure, diagnosed and approved within a reasonable time is taking over 6 weeks to get repaired with still no parts or schedule repair date - UNACCEPTABLE!

Requested escalation with AHS leadership to no avail, no call backs. Offshore customer service is scripted, have no real life customer experience training. Truly do not understand or care about the issues we are faced with. Talk in circles, very frustrating!

A/C heat pump and air handler replacement (freon leaks and coil freezing up) having to shut down to thaw out 3x per DAY just to maintain 73-76 and going up every few days - shouldn't there be some sense of urgency with these types of failures? We are unable to leave the house for any extended period of time as a result. Contractor having same issues connecting with AHS parts and receiving necessary parts. Horrible experience and AHS does not seem to care - Also, just received an updated renewal which they are charging us $20.00 more than our previous contract, not happening... We need this repaired ASAP along with a member of the AHS leadership team to reach out to me ASAP. Such a simple fix with an attentive contractor that's gone sideways! So disappointed with this company and hope this gets their attention!

WE NEED HELP ASAP!

I submitted a claim for septic service on July 5, 2023 and paid the service fee. I heard nothing. I followed up on July 7th and as told they were actively looking for someone and they would keep me posted. I heard nothing. I called again on July 10th and was told they are actively looking and would keep me posted. I even shared the name of a local company who had serviced my septic system in the past with Jeff your agent and asked him to escalate my call. He was just worried that it was too early in the day for him to call anybody. Today is July 13th and I still have heard nothing. In the meantime, sewage is backing up in the yard and in my house. I've had one neighbor so far threaten to call the health department. AHS efforts to provide prompt service have been a failure. They don't even bother to communicate. This company has proven to be a failure when you need them the most! If you cannot fix my septic refund my money!

Dispatch: #[protected]

Requested: 07/05/23

On June 26,2023 our air conditioning unit shorted out and died. I immediately contacted you and you sent a link to a contractor. I called immediately on Monday morning and was told they could not come before Thursday.

My husband and I are in our eighties…we live in Tucson AZ and the temperature that week and since has been ranging between 105 to 111 degrees. We could not stay in a 95 degree house that long. I subsequently checked our your recommended contractor who had a 1.8 rating out of 5.0. That was unacceptable. I called you to see if we could use our own service provider and was refused. For health reasons we opted to replace our unit with our provider. I called several times about the issue and was offered two months free…not acceptable. I did contact BBB and received assurance from AHS that you would do something. Meanwhile we are out of pocket $4900. We would like reimbursement. Please acknowledge. Judith L and James R Smith Oracle AZ 85623. [protected]

ID: #[protected]

We have had nothing but problems with your services and customer service. We have a Samsung combination Microwave/Oven. There are more than 5 tickets for repair on the unit. Both units do not heat properly. The first company basically did nothing. While they said they ordered parts, they did not. They did however break a glass while testing the unit and did not respond to the status of an open ticket until AHS contacted them. The second provider just said this is how Samsung works. "They always take longer to heat and maintain heating". Samsung however, disagreed with the finding and said we should expect much better results per their specifications. We had been in contact with Lori Anderson who initially was helpful but later stopped responding to emails altogether. I have called back, and it took over 30 minutes to speak to someone who only wanted to create a new ticket and send somebody else out. When I asked to escalate, she basically refused.

I have been calling and waiting for assistance with my refrigerator. It's almost been a month. Every week this company sends a new person to assess the already diagnosed problem. Today I was called again from another company to come out to inquire! Not fix! But inquire about the problem... This is the worse service I have ever had. I have no refrigerator and its hot! I have to eat out every night and this is very inconvenient. Not only have I had problems with my repairs, but the company is calling the wrong number every day after I continuously asking them to update the information. My first appointment was cancelled because they called the wrong number and delayed my appointment. I would appreciate better service and I would like a response to this complaint.

Latrell johnson [protected]

I have been trying to get my garage door opener repaired since June 21. I have been assigned vendors who do not service my area, others that never return my call. Your customer service reps have been absolutely terrible. I have been hung up on, left on hold and call not returned. I have no idea why I continue to stay with your company. The next agency I will contact will be the BBB. I hope I will receive a response from you.

July 10,2023 10:00 am I was talking on the phone with a customers service member (hazel ) that was rude to me and in no way helpful, She would not allow me to speak to the supervisor nor they wouldn't give me any contact number.I then called back and spoke to someone else about my issue which was solved with no problems. and this person which was rude shouldn't be allowed to deal with customer complains not at all professional.WAS IT TO HARD FOR HER TO DO HER JOB ?The stress she put me through was not necessary.

I filed a claim on my a/c not working on 6/29/23 and a contractor was never sent to my home to diagnose the issue because the scheduling department requested contractors from 3.5 hrs, 3 hrs ,and 4 hrs one direction away and of course none would come out. I know that because after several calls after the holiday weekend I spoke with an escalation supervisor named Alex employee number 8121987 and she told me this information. She apologized and stated they would wave the $106 fee and keep the claim open and get right on it . However the next day the order was canceled. Now I’m being told to file a new claim and pay $106. I called the escalation department again on 7/10/23 and spoke to Bella [protected] when I began to tell her how first I am and how this whole process has gone she disconnected the call.

In September 2021 we had AHS send a contractor out due to our Mini split in my office not working properly. They changed a valve and added freon. In January 2023, the same contractor was sent to our house because the heater was not working. The first thing they said was we don't know how to work on these units and that they could not check it due to the cold. They came back out a couple of weeks later and said it was a pound low on refrigerant and that it looked like the valve was incorrectly put in, but that they could not do anything to check it or do a leak test since they only had to add a pound of refrigerant. And AHS confirmed they would not allow a leak test. Well here it is another 5 months later (July 2023) our mini split stopped working and gave the code EC (refrigerant leak detected). I told the AHS rep that it was our minisplit unit and when the gentleman came out on July 3, he said he did not have the proper equipment to check a minisplit. He then informed us that he would come back on Wednesday, July 5 after the holiday. We said that was fine. When I phone their office the morning of July 5, the young lady informed me that he did not schedule appointments that they did that in the office. I said fine, please let us know when they would be out. We received a call saying they would be out the next day between 8 and noon. When the two techs arrived, they informed us that they didn't work on these units any longer, but they proceeded to check things. They then told us that it was 1 pound low on freon and that they would not be able to do a leak test due to it only being a pound. We told them the error code it gave us and he said it just means that it is low. But in the manual it states that it is detecting a leak. I also told them that we were told that that valve was put on incorrectly the last time the contractor was out in February 2023, but they did not check it to my knowledge. The repair person stated if we would have kept it running it would have run out of freon. I tried to tell him that it quit. We did not turn it off.

We also found out that the minisplit only holds 28 to 32 ounces of freon which is 2 pounds. What is frustrating is we know there is a leak, but you will not pay to check it. We have Platinum Service and have been a customer of yours for the last 20 years at the last 3 houses we have lived in. Your service is not as good or as accommodating to the repairs of household items as it used to be. I tried to contact someone regarding this last visit, only to be put on hold . I hope that you will look at this and realize if a unit is 1/2 empty there is something wrong. I believe that your policy applies to a regular central heat and air system that would hold 5 to 20 pounds of freon. Please review this policy and get back to me. Thank you.

I am writing to express my extreme dissatisfaction with the denial of full coverage for the replacement of my pool pump, which is unquestionably covered under my contract with American Home Shield. I demand immediate action and payment for the full cost of the pool pump replacement, amounting to $3,000. If American Home Shield fails to satisfy the terms of the contract, I will be left with no choice but to file a case in small claims court to seek the resolution I am entitled to.

According to my contract with American Home Shield, under policy number [protected], pool pump repairs and replacements are explicitly listed as covered items. I recently submitted a claim for the replacement of my pool pump, as it had become irreparably damaged and no longer functional. However, to my dismay, American Home Shield wrongfully denied the claim, citing a previous expense related to the pool as a reason for denial

Upon reviewing the details of the previous expense, I discovered that it was mistakenly attributed to the pool heater replacement, that occurred outside of this year’s term in 2021. This error has resulted in an unjust denial of coverage for the pool pump replacement, despite the availability of the full $3,000 coverage limit, which should adequately cover the entire cost of the replacement.

I have made multiple attempts to resolve this matter through your customer service department. However, I have encountered long wait times and unhelpful responses from representatives who have failed to acknowledge the mistake made in denying the claim. I’ve been told by four sperate agents that the denial was a mistake and the claim would be going back thought approval, that was 10 days ago. It is deeply disappointing to experience such negligence in upholding the terms and obligations of my contract with American Home Shield. The pool is sitting idle not circulating and creating a toxic algae bloom that I’m holding AHS responsible for due to lack of performance.

I demand an immediate review and rectification of this situation. I insist that American Home Shield promptly processes the payment for the full cost of the pool pump replacement, as originally requested and within the limits specified in my contract. Additionally, I expect a detailed explanation for the incorrect denial of coverage and a commitment to avoid such errors in the future.

Please be aware that if I do not receive a satisfactory response within 2 days from the date of this letter, I will have no choice but to pursue legal action by filing a case in small claims court. I am confident that it will not come to this and that we can resolve this matter amicably, respecting the contractual obligations of American Home Shield.

Claim filed with American Home Shield first week of April, 2023; as of 07/05/2023 my HVAC Unit remains broken. I've been told for over two months parts have been on order only to be told today these parts are no longer manufactured.

The contractor initially came out early April, told AHS he couldn't diagnose the problem. He then came out again several weeks later, diagnosed it, AHS accepted responsibility for repair. Part was ordered but did not work. Contractor then indicated he'd have to order additional parts. I've been waiting since May for these additional parts. As of today, AHS tells me the parts are no longer manufactured.

When asked what the next course of action is I'm told, you'll be contacted.

I've pleaded with them to find me another contractor of reimburse me for my out of pocket to hire another contractor. Each time I suggest this, I'm told how sorry the are but they cannot authorize it.

AHS is giving me the run around in getting our central air fixed. I submitted a request for service last week on 27th of June, with the technician coming over the 28th of June to diagnose that the furnace and the AC system required replacement. You can look the information in my dispatch #[protected]. The property is 9447 Pine Lilly Ct Navarre, FL 32566. I was told that there was a 24–48-hour window for waiting on approval from the authorizations department for the repairs. That was Monday 7/3/2023 at the latest that we should have received notification.

I was told Monday afternoon at 12:30 pm that we finally got approval to replace the required parts, and that there was an additional cost of $600 I would need to agree to with the contractor. Now my contractor needed to contact AHS to move forward. My contractor called AHS and AHS said that the contractor was not aware that I agreed to the additional cost for the work and that AHS was waiting on me to agree to it. After another 1 ½ hours on hold at 3:12 pm AHS now tells me that the additional cost is now $800 to bring the system up to code, cover 2 switches, and the line coming from the furnace to outside the house. I said “Fine, I am willing to pay the additional cost as long as it gets fixed”. I talked to AHS and they called the contractor on the 3rd of July with me on hold. AHS said now the contractor needed to call AHS authorizations department, which he did. Now 5th of July we are told the approval for the repairs isn’t complete and “We are waiting for our Authorizations department to review the estimate for the work and it will take another 24-48 hours”. I’ve been told that line several times before. Regardless of the reason behind the scenes we are not privy to, but first 24-48 hours has come and gone and our home is still at 85-95 degrees indoors. It is Florida and there is a heat wave going on now and the humidity and heat combo is hard to deal with. This is also our livelihood being affected.