American Home Shield [AHS]
Reviews and Complaints

AC system needed service... low on freon.ac unit freezing up.

Technician who arrived was great... but AHS claims rep, was insulting.

Offered $10 per pound for needed freon (3 pounds), no stop leak authorization... our out of pocket expenses — $460

We have had AHS for a number of years, Kind of BS, when you pay for the top of the line coverage.

Really expected to be treated better

We filed a work request, Dispatch: #[protected], on Aug 14th and it is now Aug 31st to have our refrigerator repaired. The fridge is not cooling but the freezer is working.

They assigned one contractor who doesn't service our zip code. Then Sears was contacted by them and they were here within an hour but AHS put the wrong repair code in so they left.

We have contacted AHS every day and keep getting told they have escalated the ticket and that the dispatch department will contact us within 24 hours. We are still waiting.

They have offered for us to hire our own company but the last few times we have done that we have not been reimbursed for the repairs so we will not go that route again.

the serial # is: W76643BDA00544Z

model #: RF32FMQDBSR/AA

We have been a policy holder with AHS for a year now. We have only had one service request (10/22) since becoming members. We wanted to have a winter furnace service which is covered under our policy. I called to schedule the service and they said a technician would call us to schedule. Almost a month later they couldn't find a technician to work with us so told us to schedule our own technician and they would reimburse us after. We were also told that we could schedule our own technicians for the future and get reimbursed.

Last week our furnace/AC stopped working. Like everyone, it was during a hot streak with very high temps. I called a trusted company to come out and fix the issue. Today (8/30/23) I called AHS to get our reimbursement started. After an hour on the phone, I was told that they would not be able to reimburse me as we didn't get permission to hire our own technician. After stating what I was told in October 2022 about scheduling our own technicians moving forward they told me that there is no evidence of that being stated so they would not reimburse me. This is now 2 separate instances where our warranty did not cover work being done, so I asked to cancel the warranty.

After being put on hold I was finally able to talk to the correct person to cancel our warranty. I was offered a $100 credit to our account, which wouldn't even cover our monthly payment, to keep our warranty. The only way I would continue to be a customer of theirs was if they reimbursed us for the work done. That was not going to happen. I stated again that I would like to cancel the warranty, and was told that I wouldn't be able to since my husband's name is the first on the account. I set up the warranty, I have been the point of contact for the entire year we have had the warranty, and my name is on the contract.

I have never experienced a lack of customer service in my life. They don't listen and there is no reasoning, they don't send technicians out, they don't finish a job. Good luck trying to talk to someone on the phone as well. I had to call 5 different numbers to finally speak to a person. In my opinion their warranties are a complete scam and waste of money. There are better options out there.

Have waited over a month for an AC repair. They sent out to vendors. 1st one was never authorized to do repair. 2nd vendor said same problem existed and have never responded to my calls even though AHS stated I needed to contact them. Everytime I contact AHS I'm given a different explanation of the problem and told it will be resolved in 24-48 hrs. It has been three week since reporting the AC problem. They ate horrible and constantly lie to me about status and solution.

Good Evening,

I am an American Home Shield policy holder and recently had some plumbing issues in my home. The problem began on 8/13/23. The hot water to two of our sinks and our main shower lost pressure. I immediately submitted a claim through the website. A company from Athol, Idaho was assigned to the request (we live in Spokane Valley, WA approximately 35 miles away). The appointment was set for 8/17/23. When the plumbers arrived they spent exactly 6 minutes in my home before saying that they had no idea what was wrong and that they were going to have the job reassigned. They then went to their truck, called who I am assuming was AHS and left without discussing anything further. The request was indeed reassigned to Elevated Plumbing from Couer d'Alene, Idaho. They called and could not come out any sooner than 8/22/23. Luckily at this point one shower in the house is still working.

The plumber from Elevated came out and after some time stated that he would need to call AHS to have the work approved.

I was called yesterday afternoon and told that the claim was denied based on the report from the plumber. The note for three faucets affected stated "secondary damage of debris from water heater" and on one faucet report failure reason was noted "normal wear and tear". Here is where my confusion lies, the water heater is only two years old. When I called with questions regarding the denial I was told that AHS only covers normal wear and tear, which was clearly stated in the report but on only one faucet. I cannot understand how damage is coming from a two year old water heater. I have also reviewed my contract and cannot find anywhere where this is clearly stated.See below:

4. PLUMBING COVERED: Leaks and breaks of water, drain, gas, waste or vent lines – Toilets and related mechanisms, toilet wax ring seals, faucets, shower heads, shower arms, valves for shower, tub, and diverter, angle stops, risers and gate valves (similar features of finish and style used when replacement is necessary) – Hose bibs – Basket strainers – Permanently installed sump pumps (ground water only) – Built-in bathtub whirlpool motor, pump, and air switch assemblies – Pressure regulators – Expansion tanks – Sewage ejector pump (septic system sewage ejector pumps are not covered unless optional coverage H.3 is purchased) – Clearing of sink, bathtub, shower, and toilet stoppages – Clearing of mainline drain and sewer stoppages through an accessible cleanout up to 100 feet from access point – Clearing of lateral drain line stoppages up to 100 feet from access point including accessible cleanout, p-trap, drain or overflow access points. NOT COVERED: Stoppages caused by collapsed, damaged or broken drain, vent or sewer lines outside the home’s main foundation – Lines broken, infiltrated or stopped by roots or foreign objects, even if within the home’s main foundation – Bathtubs – Sinks – Showers – Shower enclosures and base pans – Toilet lids and seats – Jets – Caulking or grouting – Septic tanks – Water filtration/purification system – Holding or storage tanks – Saunas or steam rooms – Costs to locate or access cleanouts not found or inaccessible, or to install cleanouts – Access through roof vents. NOTE: Where covered repairs require access to plumbing, AHS will provide access to plumbing only through unobstructed walls, ceilings or floors, and will return access openings to a rough finish. If the plumbing is accessible only through a concrete floor, wall or ceiling, AHS will pay up to $1000 per contract term for access, diagnosis, repair, or replacement of such plumbing, including returning access openings to a rough finish. Customer is responsible for payment of any costs in excess of $1,000.

At this point I will need to contact a plumber and incur the costs of said plumber on my own and continue to hold out hope that the hot water in our second shower does not malfunction causing my family of three to be forced to seek alternative living accommodations as my husband who has a cardiac condition cannot be subjected to the shock of cold showers.

August 23, 2023 at 4:40pm

I spoke to Tylor regarding my credit card being billed for $121.99 as opposed to $79.49. When I called my credit card they told me that amount was charged in June, July and August..

unfortunately I’ve been ill over the past several months so it was noticeable until now. I never received an email regarding the renewal and the substantial increase. He offered to take two months off but I really wanted to speak to a supervisor or have him reach out to one on my behalf while I held on but he refused. I told him to cancel the policy and then he started to read me the disclosure. After he finished I told him not to cancel it that I would wait for a supervisor to get back to me because I did not know of your rules. He then told me he already canceled prior to the disclosure it and he cannot reverse it. Tylor should not have cancelled it before he read me the disclosure. Instead he did it prior to that. Please reach out to me and ask Maria from your executive office reach out to me.

American Home Shield has offered us $596.56 cash-out and $3,523 out-of-pocket paid to their 2-star ‘service contractor’ provided by American Home Shield (AHS).

We were not satisfied with the diagnosis provided by the service contractors provided through AHS. Therefore, we decided to get an accredited source (out of pocket), to render an independent/second opinion on our HVAC system. They were NOT hired to work on the system, but for evaluating its status.

"Right now Air and Solar" from Vacaville, California (YELP- https://www.yelp.com/biz/right-now-air-and-solar-vacaville-3) is a verified licensed company, with 4.4-stars on Yelp and hundreds of satisfied customers.

Upon their visit on 8/16/23, the following were their most compelling points/suggestions-

1. There is a leak in the downstairs AC unit, identified by visual inspection (Photo proof attached).

2. The visit from an AHS appointed technician (8/2, Certified Air) has rendered our AC system damaged beyond repair. The [Certified Air] technician pumped our system full of nitrogen to try to find the leak and the nitrogen has ruined our ac system, motor, pumps. A repair is ‘not recommended’ due to the age and the stress the nitrogen caused on our system. He never informed us to not run the system filled with nitrogen, as it would ‘be dangerous’ and extremely ‘adverse’ to the system. This technician also declined going up to the attic for inspection where half of the AC unit is located and hence it is imperative to get a full understanding of its status (please read detailed report from Right Now Air and Solar, attached). AHS never sent one technician that viewed the whole system.

3. Our system is 18 years old, repairs advised by AHS will not only be cost-extensive for us, but also it doesn't guarantee the proper functioning, or longevity of our system after recommended repairs. Especially after their tech left our system filled with nitrogen, it's deemed damaged beyond repair.

We subscribed to AHS as a trusted source, to be able to provide the right tools and assistance to fix our covered appliances, when problems arise. We are deeply disappointed with the response thus far with incompetent technicians from South Placer Heating and Air (YELP-https://www.yelp.com/biz/south-placer-heating-and-air-loomis-2) and Certified Comfort (YELP-https://www.yelp.com/biz/certified-comfort-vacaville), sub-par coverage and total lack of willingness to solve this problem. We have endured several 100+ Fahrenheit degree days without a cooling system in our house.

We do want to work with AHS, but they will have to do better than the current offer of $596.56 for repair. An option that no longer exists due to the damage done by their repairman on August 2nd.

We hope they will uphold their honor, and do the right thing by their customers.

Sincerely,

Jason Marion

American Home Shield's mission statement is "To empower homeowners to feel confident and in control of their home. We want to help you keep your home running smoothly, all the time. We aren't insurance. We provide plans for people with home systems and appliances they'd like to keep in working order, regardless of their age or condition."

The mission statement mentioned above did not come to fruition.

Dear Sirs,

My Name is Phillip Lacy and I live at 2221 Rosedale St in Houston Texas. I am reaching out to you concerning my most recent service request by an HVAC contractor that was assigned to repair my air conditioner by AHS.

First let me say that this was not the 1st time that I had this HVAC contractor who was assigned, and it was not a pleasant experience. However, at that time I was able to work thru our differences and get my AC repaired.

Let’s fast forward to my most recent service request on August 8, 2023. My upstairs AC unit stopped cooling as it should and I called for service with AHS and got the same AHS contractor. After they came out I was informed by the technician that I had a leaking coil that needed replacing.

The tech also told me that my other option would be to replace the entire unit for $4,897 with 1/2 down and 12 months of financing to pay the difference. I thought that was odd and not acting on AHS recommendation as well as a form of solicitation, and it was quoted separately.

After a few days, AHS emailed me and stated that my out-of-pocket cost would be $1766 and I would be conducting business solely with the contractor.

This is where it gets interesting, I questioned the chargers with AHS and got nowhere. They gave me a list of the charges and stated that none of these charges would be covered. They told me that I would have to contact the contractor. Well, I tried to contact the contractor and they would not return my call or AHS from what I was told. My other option would be to cash out the repair and find my contractor. Once I excepted the charges the contractor's phone steam to start working and my calls were now answered.

I feel that some of the contractor's charges were unjustified and they completely took advantage of me and my family due to the heat. Those charges are as follows:

1. Modified ductwork $400, no materials were brought to the job sight and the helper simply made cuts in my existing ductwork and used an insulation adhesive to seal around the new coil.

2. $198 for a permit from the city of Houston. No representative from Houston Public Works ever showed up to inspect the work. And after checking with the city of Houston, a permit is needed before the start of any work requiring a permit.

3. $300 for a drain pan. The part is less than $100 and the contractor charged me triple.

4. Installers arrived in an unmarked truck with no trade license or company name on the vehicle. That is shady as hell.

5. $58 per lb for R410 Freon and no one could tell me how much was needed and I asked several times. I was told that I would have to call the office. They just changed me $870 and it was like that should cover it?

I have been a good long-standing customer of AHS, and on this repair request, I got the feeling that nobody did their due diligence with AHS to look into my complaint and AHS was complicit with this unscrupulous contractor who took advantage of me. All because they felt that I have no bases to question or complain about the price.

I'm sorry but you guys get an “F” for not stepping up or following up and helping preserve the integrity of the service process.

In Houston, it’s over 100 degrees and the perfect storm to price gouge on AC repairs. I feel that AHS has done nothing to prevent or protect its customer from would-be predators in regard to HVAC contractors.

My name is Alexandria Dutton

I live at 5539 Leinster St, Canal Winchester, OH 43110

I have been trying to get my ac fixed since June. Its been nothing but back and fourth and I gave heating a cooling 450.00 cash for a compressor well the guy said I had a nail in the pipe and had to be patched or replaced well havac company told me they don't replace it . Who in their right mind has a company and doesn't fix the pipe or anything at that matter. I haven't been able to get a hold of anyone and they don't communicate to me or this company also I am truly upset saying this case has been completed... absolutely not it should of never been closed , my ac is still not working, nobody is helping me or going beyond to help. I have 3 kids and I can't live in this heat anymore. I shouldn't have to do another 125 service request when it has never been fixed I have had the worse experience in my life with this process.

I am blown away nothing is being done i have young kids I can't do 90 In my house. I'm not going to pay 125 when it hasn't even been completed. Also my mother who has been deceased for 2 years you guys say to change name on account. Then all of a sudden I was asked for a death certificate. Not 1 soul told me that until tonight. This has been the worse experience in my life and while you guys sit in your air conditioning home im stuck in hell I need this fixed asap

alexandria.[protected]@gmail.com

[protected] cell

On November 8, 2022, I called American Home Shield to submit a claim because my Maytag Neptune washer was not working or, to be precise, it was not completing cycles. An agent named Windy answered my Relay call and took all the information. Days later, they sent a contractor from Premier Appliance. The technician came to my house and, after looking at the washer, he told me that he was going to order parts then will be back.

After waiting for a time that seemed unreasonable, I called AHS to inquire. That is when they sent me an email asking me to pay $900.00 for what they claimed was non-covered service. I called and was told that the contractor had reported that the washer had broken down due to misuse, which is why they would not cover the charge. I asked how did he determine it was misuse? Why did he not talk to me about that when he came to my house and looked at the washer? Obviously, they were trying to avoid fulfilling their contract obligations. As such, I asked to cancel the warranty effective immediately. I followed up with an email on 12/08/2022. However, AHS has continued to take money from my credit card. I consider these transaction fraudulent and am asking a full refund, including the $125 they took when the technician came to my house.

I am requesting my $100 service fee be refunded. Today,8/19/23, I was given a window from 9am-11am for AC replacement. Service request# [protected]. The work was assigned to Air Tech Heating/Cooling. When I called about the delays, I was told the techs were on their way. They showed up at 6:30 pm and left at 9:30 pm. I missed a doctor's appointment because I was waiting all day for the service. I felt I was getting the run around and they had the nerve to ask for upfront credit card payment with no technician on the way.

Please send me the address of the corporate headquarters as well. Years ago, I had a similar complaint and heard from them with a refund.

;

I have cancelled my American Home Shield (ahs.com) Contract effective 7/29/2023. I am trying to close out the financial part of the cancellation. AHS shows me owing $188.77, $98.99 renewal balance effective 8/1/23 and $89.78 cancellation admin fee. I am more than willing to pay the $89.78 cancellation admin fee but I will not be paying the $98.99 renewal balance eff 8/1/23 since my contract is cancelled 7/29/23. They have not removed the 8/1/23 renewal balance from my account so it is impossible for me to pay the cancellation admin fee on their web site and they will not send me an invoice to close my account. How can I make the payment of $89.78 to close the account. I do have a letter confirming my cancellation and a balance due of $89.78 but no information as to where to mail the balance due.

Thank you,

Michael Boele

Dispatch: #[protected]

Requested: 08/08/23

Told parts would arrive 8/17. Both elderly. Had to buy window unit for bedroom. As of today 8/18 no parts, contractor not working weekend, so will be w/o AC until 8/21. Called to talk to AHS supervisor two days ago,supposed to called today. Still no call. pls look at my call logs. Request reimbursement for window air conditioner. Possible reimbursement for medical bills incurred for heat stress and loss of use of home. I have been with this company for numerous years never had problems like this in the past and have recommended you to numerous. At the conclusion of this issue if there is a conclusion I will be canceling my contract and also notifying my friends that they may consider doing the same. This same issue occurred a year ago to the month supposedly was fixed with new parts by different contractor but the problem is now the same as before and worse.

On 5/21/23 we put in service request for A/C not running. No one fixed it until June 7, 2023. Again on July 26, 2023 the A/C broke down. This time it was fixed on July 31, 2023. Again on August 6, 2023 the A/C broke down. The contractor came out to look at the A/C on August 9, 2023 and stated a part needed to be ordered but they might not be able to find the part due to the age of the A/C unit. He put in the request for authorization to AHS on 8/9/23 while he was at our house.

As of August 17, 2023 we still have no A/C because AHS has not authorized anything to be done to our A/C (per "Tina" from AHS via the phone and per Bencraft Mechanical Services via the phone).

In the last 2 1/2 months we have been without A/C for over 1 month due to the A/C needing to keep being repaired.

We are in FL and the heat index has been 114 degrees. I have health issues (asthma, diabetes, and nausea/vomiting due to severe gastroparesis) and the stifling heat in our house is exacerbating my health issues. We can't even sleep through the night with fans on because the heat and humidity are excruciating.

Why is it taking AHS so long to make a decision for authorization?

We just want something done ASAP and don't understand why this is taking so long.

I called in for a refrigerator repair and was advised of $ 125.00 service charge. I provided my debit card information and they billed for the $ 125.00. The repairs were done and I was billed for $ 125.00 on my debit card.

However, my bank account was noted next to the $ 125.00 debit for the service charge that this $ 125.00 would be on a recurring payment. I called AHS and was told I needed to contact my bank.

I contacted my bank and they advised I had to do a stop payment for this recurring payment of $ 125.00, which I did on 8/14/23. I want to have my warranty which I prepaid cancelled and the balance of the money returned to me asap.

Mike Smith [protected]

Please READ the CONTRACT in DETAIL before purchasing. You have to pay your co-pay before a contractor is dispatched. The contractor has 24-48 hours to call to schedule appointment. Note, I said schedule appointment. The appointment could be scheduled a week out depending on availability of the contractor and prior appointments scheduled.

This is by far the worse company I have had to deal with for warranties. It is going on four weeks and my washer and dishwasher still are not repaired. AHS makes contractor locate parts to repair. Contractor found a vendor for the parts, however, on backorder with no promise date. This means, there are no parts. Contractor recommending replacement due to parts availability AHS has a purchasing department for parts, they are going to have purchasing department try to find used parts, even thou it has been recommended to replace. I have no idea when these work orders will be closed. If they replace with used parts, I anticipate future service calls.

My refrigerator stopped working. I called for service and was told the contractor had 24-48 hours to respond. REALLY, my refrigerator is dead. I need to wait two days, plus another 2 days for AHS to approve. I had to buy refrigerator on my own and AHS will not reimburse because I couldn't wait 1 week for them to go thru their B/S approval process.

DO NOT... REPEAT... DO NOT sign on for this contract. Find another company and read their contract in detail before purchasing. GET the FULL contract...

Where do I even begin with my dreadful encounter with American Home Shield? This company's services are nothing short of a complete disaster. From the very first interaction, it was evident that they care more about collecting premiums than actually providing any meaningful assistance.

First off, their customer service is an absolute joke. I've spent more time on hold than I care to admit, only to be met with unhelpful representatives who seemed completely clueless about the issues I was facing. It's as if they read from a script without any understanding of the real problems customers are dealing with.

But wait, it gets worse. When I finally managed to get a technician scheduled to fix my malfunctioning air conditioner, it took them days to even show up. In the scorching heat of summer, this delay was not only uncomfortable but completely unacceptable. And when the technician did arrive, he found the issue, but surprise, surprise, AHS is still stalling the repair.

And let's not forget the fine print in their contract that conveniently excludes coverage for the most crucial components of your home systems. It's like they go out of their way to avoid paying for any legitimate claims. It's misleading and downright dishonest.

But the cherry on top of this horrendous experience was their billing process. Somehow, they managed to keep charging me for their so-called "service" even after I had canceled my contract in frustration. It's almost as if they're intentionally trying to squeeze every last penny out of their unsuspecting customers.

In conclusion, I would strongly advise anyone considering American Home Shield to run in the opposite direction. Their lackluster customer service, unreliable technicians, and deceptive practices make them a prime example of what's wrong with the home warranty industry. Save yourself the headache and choose a company that actually values its customers and delivers on its promises. Trust me, you'll thank me later.

On Thursday evening August 3 at about 7:00 in the evening, the air conditioning in my home in FL, failed. I immediately reported the problem via the AHS web site. A technician from Quick A/C was dispatched to my home to arrive Saturday at 11:00. His diagnosis was not provided to me in writing, but he did say that there was a major leak in the condenser coil and it was not repairable. Given the 24-business-hour response time in your contract, I anticipated that at minimum a proposal for a repair would be forthcoming by the end of the day Tuesday Aug 3 but none was provided. On Thursday Aug 9, I was advised that your company had determined that the repair was not covered consistent with Section C, item 5 of the contract. This section addresses pre-existing conditions, conditions that existed prior to the establishment of contract. This contract has been in place for six years and renewed at the beginning for this year. Until last week the A/C was working fine. This fault is NOT a pre-existing condition and therefore this section does not apply.

I was offered a “second opinion” by your operator and I accepted that. Thurley Awesome Heating and Air Conditioning arrived today to inspect the problem and offered no solution.

So far, American Home Shield is severely falling down on your contract obligation and I demand that you expedite the solution. Otherwise, I will have not choice to cancel my contract and pursue resolution through the courts.

Two weeks ago our Kenmore water heater gave us an error code that the pressure switch was not working. We called AHS and they contacted a local company to come out and they responded promptly. The company called Kenmore and was immediately told they could not help them because they were not a Sears/Kenmore technician. The pluming company reported that they were unable to fix the water heater due to not being a sears tech. This is where AHS has broken down for us. After now two weeks of being constantly assured that they would find someone to come out and repair the water heater, they have not. They even re-scheduled the same original company who already said they couldn’t fix it. I have been on the phone with them every day the first week and then my husband now into the second week. Apparently they can simply indefinitely “look for a service provider”. I have called every plumber or general contractor within a 50mile radius. Essentially every phone number that comes up when I google plumbers in and around our area. None of them will come out because they either won’t work with warranty companies after not getting paid too many times or they don’t work on Kenmore because they can’t get parts. So our water heater at this point is unfixable because no one can get the parts. AHS won’t change the status of needing repair until they get a new tech out to diagnose it as unfixable but no one will come out. We have explained this over and over again that there has to be some plan B when finding a fix isn’t working and they are seemingly unable to understand this. There is supposedly no time limit in which they consider anything besides what the computer screen says which is : find technician. They seem to blame me for not taking the Find Your Own Technician option, but in doing so, they stop looking. In an effort to have all hands on deck I explained that I would look but didn’t want to “opt in” until I found someone so they could continue to search as well. As stated no one will take the job and AHS will not change the request to a replacement or offer any other solution.

-A mom who will be boiling water for my kids baths for the foreseeable future and paying a higher electric bill to counteract the now hot kitchen.

Dispatch #[protected]

Date Requested: 08/02/2023

The dispatch synopsis says “Service Complete” but I still have no hot water and nothing has been solved.

At this point we would like the water heater to be replaced since it seems to be unfixable due to the lack of access to parts.

This is August 2023... Last Fall 2022 we were supposed to receive an inspection on our Furnace according to AHS... It never happened... Three weeks ago on 7/23/2023 our air conditioning went out... The 3rd rate repair service AHS uses showed up at our door (no call) of course we were at work... Called them and tried to set up an appointment but they do not set appointments... Wanted to call us and have us leave work for them to check the A/C... It was a week before we could get them out... We have a 23+ year old system and the compressor went out.. They could order a new compressor (which would take 4 weeks) or could install a new A/C system the next day... It's now 2 1/2 weeks later (with no A/C) and still waiting for AHS to let us know what is going on... I called the today and they said they ordered a new compressor (for a 23+ yr old system)... I have no trust in this company now they are supposed to send us a form for a cash out... We had a complete A/C and Air handler installed by a reputable company a week ago... No way would I trust their 3rd rate company to work on our system... We got an email from AHS this morning to rate our satisfaction with their customer service... the only problem is we can not rate anything lower then a ZERO