American Home Shield Reviews
8.8
Overall Score
M Blairsville, GA
Terrible. Have been loyal customer for 5 years. Evaporator coil went bad on A/C unit. Contractor came out within 2 days. American home shield sends email stating ill need to pay an additional $1500 for things they don't cover such as $980 for refrigerant (which seems like price gouging to me) and 500 something for modifications. First I should not need to pay for modifications if that is what is needed to make the part fit. Secondly I would need to come out of pocket 1500 dollars but american home shield is paying 504 (that is the cash option that was offered). How should I be paying more than the actual warranty company?? Worthless canceling this company and telling all friends and family not to use this company such a scam!!
3 years ago
Reply from American Home Shield
Hi M. Thank you for your feedback. I am sorry to hear that you are disappointed in the cash in lieu offer for your air conditioning. I would be happy to speak with you to discuss this issue further.
Mar. 12th, 2022
Zilin Scottsdale, AZ
Over all I had pretty bad experience with AHS. My water heater broke. After their contractor came, they offered to (1) replace my water heater (provided that I pay over $500 for additional stuff) or (2) cash out with $400. Here is the worst part. AHS was not able to tell me which water heater I would get. I called customer service and the contractor couple of times without any progress. It was frustrating for me to make any informed decision.
3 years ago
Reply from American Home Shield
Hi Bradford, I hate to hear about the water heater work order that was unsatisfactory through American Home Shield. I would be glad to speak with you to assist with a resolution.
Mar. 9th, 2022
HO1 Charles Town, WV
I requested electrical repairs a month and a half ago. They charged me ~$100 service charge which is normal and expected, if they actually do the repairs! It took AHS 9 days to get a contractor to come out. He came and sent them the report for approval. They approved, but he never came back. After multiple long calls wasting hours of my time they now are telling me they can't reach the contractor nor find another one so I have to accept a "cash out", which is barely enough to even cover the service charge that another contractor will charge. So I'm paying two service charges, and after a month and a half have nothing repaired, and will end up paying most of the cost myself. Not to mention that I have been paying them for months with no charges. It would definitely be cheaper to save the money I paid them month to month, and just find a and pay a contractor myself which is what I end up doing anyway.
3 years ago
Reply from American Home Shield
Hello and thank you for your feedback regarding the electrical service. I do hate to hear this issue has not been resolved to your satisfaction. I would be happy to look into this further and follow up with you.
Mar. 3rd, 2022
Doris J Mitchell San Antonio, TX
I have the Shield Gold plan paid AHS $125.00 to have a company come out just to screw he tighten the base of the toilet was not aware I only had 30 days if problem still exist. This is a secondary restroom which is never used so when I discovered the problem still existence I call AHS a young man issued a recall for the problem. The next day they left me a message they had to cancel the recall because it was pass 30 days. The rude young lady on the phone refuse to help I requested to speak to someone and she transfer me to an office that was close on the weekends. Called again and explain the issue the gentleman put me on hold for 5 minutes and came back and said he had to verify my account than he transfer me to a retention department who never answered the phone. AHS has the worst customer service representatives I have ever deal with. I will be canceling them very soon and also tell my entire neighborhood on social media how AHS treats their customers.
3 years ago
Reply from American Home Shield
Hi Doris. Thank you for taking time to write and tell us about your recent service experience. I am really sorry to hear that you have not been satisfied with the customer service you have received. I would be happy to speak with you to assist with this issue further.
Mar. 1st, 2022
Tami Braun Stockton, CA
I recently joined American Home Shield. My first experience was to request service for plumbing stoppage. I learned that my plumbing issue would not be dealt with until four days later. Upon contacting the customer service relating to this issue, I was told that they could not find anyone else, and that I should just wait the four days. Mind you, four days with a household of five and no working toilets. The customer service representative spoke very broken English, was difficult to understand, was rude, not helpful at all, and continued to patronize me when I told her that I could not be without toilets for four days. I then requested to speak to a supervisor. She told me that someone would get back to me next week. Upon requesting that my service fee be refunded, she said sure, that will take 3 to 5 business days.
I have worked with two other warranty companies prior to joining American Home Shield, and they always made sure that these types of issues were dealt with immediately.
Not impressed so far.
3 years ago
Reply from American Home Shield
Hi Tami. Thank you for your feedback and letting us know about you experience. I do hate to hear that you were not pleased with the service you received. I would be happy to speak with you to discuss this matter further.
Feb. 28th, 2022
ladyj061370 Cibolo, TX
I did a service request for my garbage disposal and AHS assigned Immediate Response PLB & Rooter SERV INC out of San Antonio to do the repairs. The contractor called Tuesday and stated that they had no parts and the earliest they could send someone out was Friday. I said NP. Today she calls and says they can't come out on Friday they can come out next week. I said unacceptable. They haven't even come to my home to do a diagnosis to see if we even need a part! I told the contractor I would call AHS and request someone else. She tells me ALL contractors are having the same problem I guess to convince me to keep their business. As I was contacting AHS I realized that Immediate Response PLB & Rooter SERV INC was a company we had a bad experience with in the past and that their service was horrible. When I talk to the rep I inform her of our past encounter and I tell her I definitely don't want them coming to my home and that I made a complaint to corporate on them. She then tells me that my contract states I can't change the contractor assigned to me by AHS! I said are you serious? I had a bad experience with this contractor and you're telling me that a company that did me wrong and I made a complaint on I have no choice but to let in my home? I told her she needs to stop reading her script and look at her algorithm and look where it says "special situations call manager." I asked for her manager. She puts me on hold for a long time and then the phone hangs up. She calls back and says her manager will call me. It's the evening and no one has called me back. Half the reps don't know what they're talking about but they wonder why the customers get so upset on the phone.
3 years ago
Reply from American Home Shield
Hello. Thank you for letting us know about your experience. I am sorry to hear you are not pleased with the vendor assigned. I would be happy to look into this matter further and follow up with you.
Feb. 28th, 2022
Jamine Aurora, CO
I have been waiting ALMOST 4 months for an issue to be resolved with American Home Shield and I can not get anyone to help me. I have been treated with the utmost disrespect along the way, and by disrespect I just mean the lack of care for myself the customer. I pay almost $60 a month in fees and pay whenever someone is sent to my home. I would like to think I am an ideal Customer.
On 11/8/21 I placed a request for Service in a Basement Bathroom where the handle to the shower had come off. I was assigned Brick Street Plumbing. Brick Street Plumbing came out, took my shower apart and told me that they needed to order a piece and they left. They marked the Work Complete in the American Home Shield Website. After a month of reaching out and getting no response I reached out to American Home Shield to see if I could get some sort of help with where my part was. American Home Shield should have record of this. They tried several times and were finally able to get in touch with Brick Street Plumbing. They stated that they ordered the piece and that they would keep us abreast of where we stood on waiting for the item. I also filed a grievance with American Home Shield because I did not feel comfortable that you were allowing them to mark the work COMPLETE when in fact it was not.
I waited TWO MORE MONTHS before reaching out to American Home Shield, and this marked THREE months since the original work order. I was beyond disappointed in American Home Shield allowing them to take three months to respond to me and run me through the mud. So at the three month mark American Home Shield tried AGAIN to reach Brick Street Plumbing and after SEVERAL attempts and not getting any response, I was assigned a new company JED PLUMBING & GAS. On 1/24/22.
JED PLUMBING & GAS immediately came out and diagnosed all the issues within my home (there was an added issue in the Master Bathroom but this does not pertain to my complaint or my original Work Order). Once they submitted their findings I was denied coverage of the shower (On 2/12/22) based on Misuse and Abuse. JED PLUMBING & GAS came to this decision based on the parts being all disassembled (which was done by Brick Street Plumbing when they came to my home!)
For the past two weeks I have been trying to get help/resolution and a fix for this issue and I have been put from one person to another. I have had NO ONE help resolve the issue and we are about to hit FOUR months since I placed the original Work Order.
Brick Street Plumbing can be Googled and they have 2 Stars out of 5 and ALL most all of the bad reviews are from your Customers and it pains me to see that myself, the paying customer is having to pay for a mistake they have clearly made. And if you look at my correspondence with American Home Shield you can see that it has been issues with the company from the beginning. You were negligent in hiring this company, negligent in allowing them to mark the work complete knowing and being alerted to the fact that it had not been, negligent in making me wait 3 months, and now negligent in making me wait 2 weeks to fix the denial of coverage. Negligent because for going on 4 months a service I have paid for has not been rendered.
So hurt that I am having to go through this and I can not get any help.
3 years ago Edited January 10, 2024
Reply from American Home Shield
Hello Jamie. Thank you for taking time to let us know your concerns regarding the plumbing issue. I am sorry to hear that the problem has not been resolved. I would be happy to look into this issue further and follow up with you.
Feb. 24th, 2022
James Meadors Pine Bluff, AR
I just got off the phone with ahs, they are the worst. I had to find my own contractor to fix replace my water heaters because ahs could not provide one. I paid the contractor as instructed and know they are refusing to pay back the amount the contractor charged me, even though all discussions about the job were between the contractor and ahs. If that is not bad enough, ahs owes me $136.00 for a trade fee refund from Oct. 2021 after taking 3 months to replace a pool pump. Currently I am waiting on $2,816.88 in reimbursement from ahs. I have called at least 10 times and get a different story each time. This is just unbelievable-they are not a good company. I would not recommend them to anyone. James Meadors, Scott, AR.
3 years ago
Reply from American Home Shield
Hi James,
Thank you for sharing your experience and bringing this to our attention. I would be glad to speak with you to discuss the issues.
Thank you for sharing your experience and bringing this to our attention. I would be glad to speak with you to discuss the issues.
Feb. 23rd, 2022
E Puskar Silver Spring, MD
Don't waste your money. Very difficult company to deal with. All customer service is overseas and many have limited english language skills. If you have plenty of time to get your problem resolved then maybe its right for you but if you have an emergency forget it. I tried to use them on 3 separate occasions during my one year in the program only once did they actually end up servicing an appliance (after about 7 days) and the other 2 times there was some big problem (for example their local company they used never responded) so I just gave up. And since not renewing they have been relentless in trying to call all of my phones to get me to renew again. Go away!
3 years ago
Reply from American Home Shield
Hello. Thank you for taking time to write a review of your service experiences. We truly hate to hear that you were not pleased with the service your received and did not find the value in your warranty coverage as so many of our member do. We set ourselves at a high standard of service and we are very sorry to know we did not meet your expectations.
Feb. 23rd, 2022
Paul Granger Richmond, VA
I've been with AHS for 5 years, and I can only think of a couple times where the experience was acceptable.
I've frequently had AHS reps dismiss me, pass me off or hang up on me, or even argue with me.
The companies they send consistently seem to have limited knowledge or desire to engage the job well, and on several occasions have refused to thoroughly look at the problem "because the warranty won't let them." We're talking HVAC techs not noticing that ductwork isn't connected and air is blowing out.
Several jobs were never completed.
The kept trying to do band-aid fixes to our HVAC to avoid replacing it, including trying to charge us $1305 for one.
It has been a horrible experience, and we only stayed because we were counting on them following through when our HVAC eventually went; instead, we had an awful experience while also having $700 power bills due to the issue.
It is not worth your money; set the money aside you would have spent on the plan, because they will argue to avoid major repairs, send low-quality/unprofessional contractors, and sometimes leave you in a worse situation.
And I must reiterate that their representatives have treated me poorly over the years, said things they then refused to follow through on, and shirked responsibility frequently.
Check out their BBB reviews as well. They seem to have people feeding 5 star reviews on here.
3 years ago
Reply from American Home Shield
Hi Paul. Thank you for taking to write a review. We hate to hear that you have not been pleased with the service you received. I would be happy to follow up with you to discuss any unresolved issue.
Feb. 22nd, 2022
Jennifer Ostertag Marina del Rey, CA
Company will find reasons to deny coverage on big items that need to be replaced such as air conditioning unit, pool heaters. They denied coverage for lack of maintenance despite being provided with the receipts for the annual maintenance that was performed on our HVAC unit. We waited for almost 3 months for them to fix our refrigerator and finally gave up and had to buy a new one. If you want to dispute the denial of coverage, they have a mandatory arbitration clause that requires the customer to pay to initial the arbitration. There is also no means of communicating with the company except by phone and being placed on hold for extended periods.
3 years ago
Reply from American Home Shield
Hi Jennifer,
Thank you for sharing your most recent AHS experience with us. I understand your concerns regarding the HVAC and appliance issues as well as the delay in service associated.
Thank you for sharing your most recent AHS experience with us. I understand your concerns regarding the HVAC and appliance issues as well as the delay in service associated.
Feb. 21st, 2022
Jeff Williams Lancaster, CA
i have been with AHS for three years. my latest experience is a whopper! submitted request Sept 11, 2021 for dishwasher repair. Sub-Contractor LA Appliance, has been to my house both virtually and physically over 10 times. 3 times ago, technician installed the WRONG part, Causing dishwasher not to physically fit in cabinet. He then CUT parts out of the inner dishwasher to try and fix door that would not close. he then BROKE the door handle. now it wont even close! last technician came out and said unit has to be replaced! just called sub- contractor and they are now sending out "Senior" Technician on march 1st. Called again AHS to no avail, i have no one to complaint to at AHS and no one to expedite resolving 6 month service calls.
DO NOT BUY THIS PRODUCT!
3 years ago Edited February 17, 2022
Reply from American Home Shield
Hi Jeff. Thank you for taking time to let us know about the experience with your dishwasher. I am sorry to hear the problem still has not been resolved. I would be happy to speak with you to discuss this matter further.
Feb. 19th, 2022
Nunya Bdness Evansville, IN
WOULD NEVER RECOMMEND! CUSTOMER SERVICE THE WORST! WILL NOT HONOR CONTRACT (IF YOU DON'T HAVE A COPY OR LOST YOUR COPY DON'T EXPECT THEY'LL SEND YOUR ANOTHER. I ASKED NUMEROUS TIMES AND NEVER RECEIVED ONE). THE AHS CHALLENGES YOU TO ULTIMATELY SUE THEM FOR THEIR BREACH OF CONTRACT BETTING THAT THE LARGE MAJORITY OF CUSTOMERS CANNOT AND/OR WILL NOT.
My A/C went out in July 2021 and I was assigned Frog Pro Services. The absolute worst contractor I've ever experienced. They missed appointments. You couldn't call them directly or you would get their voicemail and it would be full. I sat for hours on the phone trying to get an answer for AHS. A tech came out after 8pm and said I needed refrigerant. He said my portion was $125. He charged my credit card over $350. Within a day of that visit my A/C wasn't working. I contacted AHS. It wasn't until late August, the hottest week of the summer, I'm physically ill because of the heat, Frog Pro says that I can replace my unit. They come out replace my unit and charge my credit card $3500. I called daily , weekly until October 2021 when my contract expired and got no where with AHS. I was told that Frog Pro charged my card for the entire job but AHS never reimbursed me. Finally, when in October 2021 my contract expired AHS abandoned me. They called me and said they were no longer going to pursue trying to get an itemized statement, the warranty info, and any rebates that Frog Pro submitted fraudulently on my behalf and had sent to them. I was directed to dispute the Frog Pro charge with my credit company.
4 years ago
Reply from American Home Shield
Hello. Thank you for taking time to let us know about your service experience. I hate to hear that the matter was not resolved to your satisfaction. I would be happy to look into this further and follow up with you.
Feb. 11th, 2022
Loren Farell Reno, NV
I was with this company for years and found that at best, a "grade B" service company is used. They will "flim flam" you at every opportunity, refuse to reimburse when you finally have to hire a service company that is competent to complete the repair that AHS's company did not, and then when you attempt reimbursement that's where the "BS" starts with what the customer did wrong. Be very careful as I will pay for my own repairs in the future and not have to put up with delayed service calls, lack of customer service when calling AHS directly, and concerns of spoiled food if a refrigerator or freezer is broken.
4 years ago
Reply from American Home Shield
Hi Loren. We appreciate your feedback. We truly hate to hear you were not pleased with your experiences during your time with American Home Shield. I would be happy to speak with you to address any unresolved issue.
Feb. 11th, 2022
Chris Freichels Stillwater, MN
I have been without adequate hot water since Nov. 21. (It runs out after 10 minutes.) AHS sent a one-star google reviewed plumber twice and he has still not fixed the problem. I asked for a second opinion and they say they have no other contractors available. Only ONE option in a metro area of 3.5 million people! I have spent hours on the phone with their overseas call center. I have been told over and over and over that they are sending it to the "escalation department" and that someone will call me and no one ever does. They keep dragging it out stringing me along. This has gone on way too long (79 days to date) and I am done with the hassles and headaches ... not to mention the cold showers! I am working with my own plumber to have the water heater replaced. I just want to cancel my contract and get a refund and they are making that difficult as well.
4 years ago Edited February 9, 2022
Reply from American Home Shield
Hi Chris. Thank you for taking time to let us know about your service experience with the water heater. I am sorry to hear that the issue has not been resolved. I would be happy to follow up and speak with you further regarding this matter.
Feb. 9th, 2022
KB Glenside, PA
Wish I could give 0 stars!!! I’m pasting the complaint I just made to BBB. Forgive the abbreviations but there were character restrictions.
On 12/28 called & put in a claim 4 a leaking water heater.Sent out a company from their list- Way2Bomb plumbers (not even on found on Google).Plumbers requested new water heater.They received it on 1/3.En route to my home, they dropped the water heater.They refused 2 purchase another & AHS refused 2 provide another one.Plumbers said they would file a insur claim.This claim has been “processing” 4 well over a month w/NO resolution.AHS promised 2 have my call escalated 2 the escalation dept & 4 management to call me.Never happened until more than a 24+ calls & complaints took place.Yelling, screaming & getting completely out of character.I told them it’s ruined my entire basement.All of the floors baseboards, walls in some cases, kitchen area has 2 be demolished this week bc of how long the water has been leaking.They didn’t care.I told AHS the hot water stopped working, I have young kids, husband, &dog & it’s the dead of winter.They didn’t care.More complaining finally led 2 them sending another plumber out.They determined we needed a new water heater 2.AHS then had the nerve to deny the claim because of “water pressure”.The water pressure was fine the month b4when the original people came.They told me if I wanted it replaced I had 2 have way2bomb do it because it was approved through them.So dumb.Weeks later & nothing has happened w/that original plumber.Nothing has been done.The plumbers never even sent them photos of the damaged water heater.The last thing was that they told me it would take 48 hours for them decide if they would provide cash 4 me to get it fixed on my own or if they would provide a receipt 2 way2bomb for them 2 do it. I told them I didn’t want those people in my house so they cash out option is definitely preferred.I didn’t get an update.Just got a voicemail of someone from AHS asking if plumbers installed the water heater.Why don’t they know that answer is no?I called back & no update on cash out.Still waiting on$100 refund 2.So much more 2 say.
4 years ago
Reply from American Home Shield
Hi KB. Thank you taking time to let us know about your service experience regarding your water heater. I am sorry to hear the issue has not been resolved. I would be happy to follow up with you to discuss this matter further.
Feb. 8th, 2022
karpagam manivannan San Diego, CA
I don’t have experience with American home shield located in other cities but the service is worst in San Diego. I recently bought a home and from friends recommendation from cities, we bought American home shield. Within 5months we realized that was a big mistake. Our refrigerator was not cooling and completely stopper working on January 5th, 2022. We immediately informed AHS, they dispatched a tech from Expert appliance couple days later. We informed him that the compressor has to be replaced from our experience but he ignored our words.He unplugged our refrigerator and plugged it back and said he resolved the issue and the fridge will start cooling in 5hrs and nothing happened. We called this guy again the next day and asked him to order the compressor. He said ok and mentioned that it will take a week to get the parts. We were fine waiting a week hoping to get this resolved. He came back after a week and replaced a thermistor instead of compressor. That’s when we realized this guy doesn’t know anything about repairing and shows up as technician to unplug and plug the appliance.
We called AHS and told them that we need a different technician as we are happy with what he did. AHS made a new service ticket and asked us to pay another service fee because they can’t assign a different tech in the same service ticket. By now we were not worried about money and want to get this resolved because we were already without fridge for 2weeks. So it took another 3days for new technician to come and this guy is pretty knowledgeable about the Lg refrigerator that be brought the compressor with this. But the twist here is that he says he doesn’t have time to fix this compressor because it takes 2hours yo fix. He showed his appointments and told us he doesn’t have time. He gave February 1st as the earliest appointment which is 2weeks from his first visit. My question is why do you even visit the customer if you don’t have time to fix their problem?????
We kept calling AHS to address our problem as we have babies and elderly who store medicines and can’t live without the refrigerator. We spent in whole 10hrs of our time on phone. It’s January 23rd and we are still without working refrigerator. Again with my experience with AHS in San Diego, they don’t have technicians available in San Diego who can address your problem immediately. You literally have to wait a month or even more than that. Fingers crossed for my technician to come on February 1st to take care of my refrigerator.
4 years ago
Reply from American Home Shield
Good morning karpagam manivannan,
I hate to hear about your most recent service experience to have the refrigerator repaired. I would be glad to speak with you at your earliest convenience.
I hate to hear about your most recent service experience to have the refrigerator repaired. I would be glad to speak with you at your earliest convenience.
Feb. 1st, 2022
gricel valdez Yuma, AZ
I tanked this company on my first review. Look it up. This company is worthless. Here's my follow up review!
After writing my first scathing, truthful review I was bombarded with phone calls and apologies from American Home Sheild. It's amazing that it had to come to having involve consumer affairs/state attorney Generals Office just to get the service I paid for.
So after they settled with me which meant giving me money to finish my project with a real plumber they asked me if I was canceling my warranty. I replied with " Your kidding me right" so they finished with my contract ends today and we agreed. 3 months later I start getting notices that I'm late on my contract. Come to find out my contract was never canceled. Then they told me to cancel my contract I had to pay a cancelation fee. I told them I wasn't paying a cancelation fee after we already agreed to a settlement and a canceled contract. I told them I would reopen my case with the AGs office if they didn't cancel my contract and stop the collection calls and mail.
It's been two months and I haven't heard anything from them so I'm assuming I'm finished with these idiots.
Don't take my word for it. Look this company up before you do business with them. Hopefully you won't and this review will save you a bunch of headaches, time and money!
The only good thing I got from this company was a trip around the world. Every time I called customer service I got a different continent! My next review will be in Sri lankin.
4 years ago Edited July 6, 2022
Reply from American Home Shield
Hi Gricel,
Thank you for bringing your service experience to our attention. I would be glad to speak with you at your earliest convenience.
Thank you for bringing your service experience to our attention. I would be glad to speak with you at your earliest convenience.
Feb. 1st, 2022
Debbie B Texas City, TX
Purchased AHS warranty with home purchase. Had 2 outlets & 4 switches that didnt work correctly. I paid the $75 service fee. The electrician replaced the switches but electrical wiring isnt covered unless you open the drywall. Crazy! Heres theyre response to my BBB complaint. BBB Complaint Case No.40221789
Dear Ms. Dee:
American Home Shield ("AHS") is in receipt of your letter advising of the above referenced complaint. Your letter has been forwarded to me for review and response.
I have reviewed AHS' records with regard to the customer's complaint. On January 17, 2022 Southwinds Electric reported to AHS that the technician found a break in the wire behind the sheetrock. The technician states for them to complete the diagnosis that access will need to be made through the sheetrock. Section D.4.a of the warranty plan states AHS is not responsible or liable for providing or closing access to covered items. Once Mrs. B has made access the electrician can return to complete the diagnosis. If Mrs. B would like to proceed with the option for running a new wire she would need to cover the cost to have the work completed. The warranty states in section D.4.b of the warranty plan states AHS is not responsible or liable for cost of construction, carpentry, or other modifications necessary to remove, relocate, or install a covered item or part thereof. Therefore, the cost to run the wire instead of creating the access is not covered under the warranty.
Thank you for your consideration.
Sincerely,
AMERICAN HOME SHIELD OF TEXAS, INC.
4 years ago
Reply from American Home Shield
Hi Debbie. Thank you for taking time to write a review. I am sorry to hear that you are not pleased with the coverage decision. I would be happy to look into this issue further and follow up with you.
Jan. 28th, 2022
Itze Beadle Baltimore, MD
If I could leave 0 stars I would. My case has been an issue since July 2021. Too long to explain as it has been a nightmare with getting my pool pump repaired, awaiting parts that are "back ordered", closed my service request without notification. Never replaced my parts and now claiming its not covered by my contract. So many details in between. I keep getting escalated and no calls are returned not even by supervisors. I am calling constantly , same thing every call wait 30-40 min to get a representative whom I have to explain my entire nightmare too all to be told all they can do is email/ping/send request to supervisor DEWANI to call me back. Dewani was the original "Supervisor" whom told me she would personally take care of my case and connect me with Contract services department as she saw my parts were approved originally for replacement and they never were replaced. ARCHER Pool services never replaced my parts and the case was closed? but we were told they were on back order! I have called Archer Pool services several times and no answer no return call backs nothing. Dewani went MIA 1/7 and I spoke with another supervisor Leah 1/10 who said she would reach out to Dewani to see why I haven't received a return call. ---1/14 No call still spoke wiht Supervisor Marylin who also stated all she could do was reach out to Dewani to see why I haven't received a call back........ 1/17 I call again mind you its the same thing every time long wait times > speak to a rep who avoids wanting to send me to escalations. Speak with John Paredes who states all he can do is request Dewani, Leah and Marylin to return my call but due to Martin Lr King day I may not receive a call until wed 1/19,..... I call 1/20 due to no return call..... speak with a Julia who has been the worst rep so far and claims she can't do anything, not transfer me to escalations which is untrue because every rep has been able to transfer me..... I call back and get another Rep Tanisha who states their system is "down" and all she can do is send request for Supervisor to call me back..... Now today is Friday 1/21 and I am once again on hold trying to get to supervisor or contract services..... THIS HAS BEEN AN ABSOLUTE NIGHTMARE.....
Afvini, Brenda, Jay, Marylin, Dewani, Lea, John, Julia, Anna, Tanisha, Kris..... How many more do I have to speak to; to simply get a courtesy return call? or connect me with CONTRACTS team???? Court is the next step... absolutely ridiculous. I have missed work hours in having to be on phone, on hold, etc.
4 years ago
Reply from American Home Shield
Hi Itze. Thank you for bringing your concerns regarding the pool equipment and the coverage decision to our attention. I would be happy to look into this issue further and follow up with you.
Jan. 24th, 2022
Edana Essa Secaucus, NJ
Refused to provide details about my contract. Contractor assigned to evaluate issue and repair/replace refused to provide estimate for my portion of the cost of repair/replacement work in writing. AHS refused to provide estimate in writing or require their contractor to do so. AHS refused to provide any estimated cost of reimbursement in advance if I chose to have the work done. I requested to pick up the equipment already approved for the repair, but they refused to let me have the part. I requested they compensate me for the contractor's cost of the part or cost of retail cost since it was approved under a plan I had already paid for to no avail. I cancelled the remaining portion of my contract (4 months). They placed the account with a collections agency and I'm being hounded by them. My next step is to file a complaint in Small Claims Court for reimbursement and penalties if appropriate. If there was an option to complain with no stars, I would have done so. I'm not sure why the "Amazing!" icon popped up on my complaint - if so, this is a falsification of information.
4 years ago
Reply from American Home Shield
Hi Edana,
I would like to thank you for bringing this to our attention. I would be glad to speak with you to assist with a resolution to the issues that you have experienced.
I would like to thank you for bringing this to our attention. I would be glad to speak with you to assist with a resolution to the issues that you have experienced.
Jan. 18th, 2022
Gennette Cox Lawrenceville, GA
Day 5 of Shenanigans
After writing a review online, my husband was contacted by someone from American Home Shield. He wanted to know what the problem was and how could they adjust our view of our experience with their company. My husband asked only that they pay us what we had to pay to have the pipe fixed. So this person decided to negotiate and offered to pay $300. My husband said no and explained that our request was not unreasonable and that we would accept nothing less than what we paid to have the pipe fixed. We asked this even though their contractor cracked the tank on the toilet when he put it back in place and we didn't ask them to pay for remediation either. The person said that he would refund us back the service fee in addition to the $300. My husband declined and said that if he was going to pay $400, an additional $200 wouldn't make much difference to a multi-million dollar insurance company. And he stated that we wouldn't accept anything less than what we paid to get the pipe fixed. The person responded and said that he wouldn't reimburse us for our hotel stay or the service fee. We never asked American Home Shield for anything except for them to do the right thing. We only wanted what was fair and after a month of fussing, posting, and stress, they finally said they would refund our money back. Now, I just wonder how long it will take for them to actually do it.
Day 3 of Shenanigans
I contacted American Home Shield today and their customer service representatives are such liars. They now saying that their contractors said that normal wear and tear didn't cause the pipe to break. My question to them is, if it wasn't why did you send you contractors back to our home? After living in a hotel for a week and paying their contractor to get our home back in order, this company still refuses to do the right thing. American Home Shield needs to understand that I will be calling and posting EVERYDAY until we get our money back! Better yet, why don't they just give us back our 2.5 years worth of premium payments!
I wish that I could give minus stars! This company is a complete joke! First, the customer service is HORRIBLE. No on understands English enough to even care what your issue is. Second, they stick to a script for customer service answers instead of actually answering your questions and offering assistance. Third and most importantly, THIS COMPANY WILL NOT TAKE RESPONSIBILITY FOR DAMAGE CAUSED BY THEIR CONTRACTORS EVEN IF THEY CAUSE DAMAGE TO WHAT THEY ARE SUPPOSED TO BE REPAIRING! Dealing with this company has been a total and complete nightmare. And because of damage that their contractor caused, (btw....it was a contractor that my husband asked them three times not to send back to our home because of their lack of time management and ability), we have to stay in a hotel because our home has no water! Do not buy a policy with this company because if you need a repair that is not an appliance, they will look for a loophole to not cover it and they don't take responsibility for the lack of ability of their contractors.
4 years ago Edited January 18, 2022
Reply from American Home Shield
Hi Gennette,
I hate to hear about the lack of customer service that has been experienced with AHS to have home issues repaired. I would be glad to speak with you to assist with the water heater.
I hate to hear about the lack of customer service that has been experienced with AHS to have home issues repaired. I would be glad to speak with you to assist with the water heater.
Jan. 12th, 2022
AK wholesale Mobile, AL
This is the worst company I have ever dealt with. Recently my tankless water heater stopped working. I called for the service request. They assigned so classed service professional for the job known as
A AND B PLUMBING SERVICES LLC, I called this company (A and B) at least 50 times but no response until three weeks later. Finally, the technician come and told me the control board is bad and since this part is under manufacturer warranty, so AHS will not fix it.
I called the AHS and ask them to pay for the labor because parts are under warranty for this unit. They told me to wait for one week our service department is reviewing your request. After calling them at least five times, finally, the answer was given to me a big NO since my unit parts are under warranty so we will not cover labor cost at all. The AHS gave me the punishment because my heater was under manufacturer parts warranty. I tried to explain to them, but they said NO. you will not cover this service request. Now I must hire another plumbing company to restart from scratch because AHS’s technician refused to come back.
In a conclusion, if your unit is under any kind of manufacturer warranty ASH will fix it and you are responsible for it fixing with out-of-pocket money.
Imagine in winter, I have been living for six weeks without hot water because of the AHS warranty otherwise I would have hired somebody and fixed the unit in two days. I wasted six weeks struggling with the AHS warranty.
4 years ago
Reply from American Home Shield
Hello AK. Thank you for your feedback and letting us know about this issue with your water heater. I am sorry to hear the matter was not resolved to your satisfaction. I would be happy to review this further and follow up with you.
Jan. 10th, 2022
Michelle Zarghami Lake Orion, MI
I never leave review but being a realtor for 17 years and having the service provided by AHS needs to be addressed. I do not want this happening to anyone else. I needed a new hot water tank that took weeks to get. I finally had a company they chose with a 2 star review BTW they dented my hot water heater and in the process hit one of my pipes in the process which caused water to explode out when my washer is on. Thank god I caught it right away. I now have no way to wash clothes and a dented hot water heater which AHS stated they will not replace. I told the company who installed it if there was any issue to contact me while they were installing it and they chose not to. Which I am assuming this is how they got the 2 star rating. I dont understand why a company like AHS would not review the contractors they use. I deal with a lot of home warranty companies and highly suggest others to do their homework so this does not happen to anyone else.
4 years ago
Reply from American Home Shield
Hi Michelle. We are very sorry that you are not pleased with the outcome to your service issue. Once we replace the water heater if there are no mechanical failures we are not able to replace it again due to cosmetic damage. We have been able to confirm that the dent in the water heater will not affect the function of it. I would be happy to speak with you further regarding this matter.
Jan. 10th, 2022
Michelle Kapp
Like many others reporting the same - I am a frustrated customer. 3 years ago working with AHS was a breeze. Same exact issue and this time it would appear they have completely outsourced everything. There are nothing but phone contact numbers with 30 min plus wait times. The reps on the phones are very difficult to understand and don't seem to have any real solutions to issues. They refuse to allow you to speak with anyone who can actual resolve anything - they offer call backs that never occur. American Home Warranty really needs to rethink their strategy here because they are charging customers monthly then service fees for services that are next to impossible to get scheduled as a result of their new contact policies. After being a customer for almost 10 years we will certainly be rethinking our warranty.
4 years ago
Reply from American Home Shield
Hi Michelle,
I would like to thank you for sharing your feedback about the issues experienced to speak with a representative.
I would like to thank you for sharing your feedback about the issues experienced to speak with a representative.
Jan. 7th, 2022
Katherine Gohr
Buyer Beware! We had our furnace leak gas during a snow storm. The gas company came to shut it off. We called AHS and they promised to get someone out within 24 hours and give updates every 4 hours. The next day was dangerously cold, I never got an update so I called back and received permission to hire our own contractor and be reimbursed. The AHS operator ran through the instructions over the phone very quickly and listed out about 15 companies we could not use. I requested an email with all of the steps listed out because there are quite a few. She was unable to provide that email and so I noted everything she said down. We had the contractor come out and paid expecting to be reimbursed. Two weeks later I called and was told over the phone that our reimbursement was accepted. 4 weeks later I received an email that it was denied. $800... denied because the contractor we hired did not get prior approval before completing the fix. I was never told prior approval was needed. I called AHS today to figure out what could be done and why 2 weeks ago I was told this was approved, the operator told me that if it wasn't approved in an email the phone operator can say anything and it does not hold true. She also told me there was nothing they could do even though I was not given the proper instructions. They also charged me for the $100 service fee even though I had to pay the full $800 myself. This company is dishonest and simply not worth it.
4 years ago
Reply from American Home Shield
Hi Katherine. Thank you for taking time to tell us about your recent service experience. I am very sorry to hear that you are not pleased with the outcome of this situation. I would be happy to follow with you to address this issue further.
Jan. 5th, 2022
C. G. Coffman St Louis, MO
Don’t waste your money! For real estate buyers, instead of having the seller purchase an American Home Shield service contract, aka ripoff scam, have the seller give a credit to the sales price for the same amount they would otherwise pay to these THIEVES.
American Home Shield = THEFT BY DECEPTION = RIPOFF TO CONSUMERS = PROFIT TO THIEVES as in hand over fist!!
You know the feeling you get when you get ripped – off? Save yourself the aggravation, the hurt of being taken!! Avoid these crooks like the plague!
These people are, plain and simple, THIEVES! They collect $100 for a service repair, this in addition to your monthly payment or the amount upfront which is hundreds of dollars. Then they send service repair companies to tell you what you already know (that something is irreparable) and then AHS representatives routinely cite a particular section and paragraph within their contract (which I never received) to explain why the item is not covered. Or, the phone representative will represent the item is covered, give option for a ‘buy-out’ which is cash in liue of repair in some instances. They say please allow up to two weeks to receive your check. Then, VOILA – the envelope arrives in the mail which is only word the item is not covered. Two claims made for legitimate items shown as covered on the brochure ultimately resulted in see Section II, paragraph G: the fine print which lets them off the hook and to deny the claim. Unlawful theft. Every attorney general in each state of the USA should prohibit sale of these worthless contracts. Their only object is to line their pockets. For any fool to think the positive reviews are legitimate are sadly mistaken. Don’t be taken by their sales language which promises they will pay for the repair of electrical issues, toilets, HVAC, appliances, ANYTHING. Their staff on the front lines who answer the 800# are truly polite and well-meaning all in their attempt to make an honest living. No fault of theirs even though they sound as though they’re on the other side of the globe making a meager wage. Other employees, presumably in the USA are undoubtedly paid to deny claims, preserve profits. SHAM!! It's a 3 ring circus and nothing more than a ripoff. They prey on people who couldn’t otherwise afford to have a repair made. Sounds great. Pay hundreds of dollars upfront and wolf in sheep’s clothing will save the day and prevent the homeowner from having to pay a professional to restore a failed system. No, please stop them. With certainty, these dishonest and unscrupulous are living a high life at the expense of the hard-working honest American. They're a middleman making money hand over fist. IF IT’S TOO GOOD TO BE TRUE, TRUST AND BELIEVE IT IS NOT AS REPRESENTED. Starts with the thousands of dollars they receive just for the homeowner to believe their misrepresentation. Then, when the breakdown occurs, the homeowner makes a call to the wolf who collects another $100 for the ‘service fee’. The service professional inspects the item needing repair or replacement to bring the consumer’s failed system to working order. Then they politely inform you it’s not covered. Can you say cash cow? I paid $100 for two separate claims which AHS paid $0 for neither. So, I’m out $200 and ended up paying the professional for their service. AHS paid $0. CRIMINAL. All for for their benefit at the EXPENSE of the very people who paid for what will never be realized. Terribly dishonest. They don’t run a reputable business to make an honest living. American Home Shield’s entire boardroom of dishonest associates should be tried and convicted. Shameful is this hasn’t been already been prosecuted and disallowed to protect every consumer from such blatant and chronic THEFT BY DECEPTION.
4 years ago Edited January 19, 2022
Reply from American Home Shield
Hi C.G. Thank you for expressing your concerns regarding your experience with AHS. We do hate to hear that you are not finding the value in your warranty coverage. I would be more than happy to speak with you to address this issue further.
Jan. 5th, 2022
Abhilash T Parker, CO
AMERICAN HOME SHIELD is a fraud company. They take money every month religiously and when it is time to fix the appliances they don’t do due diligence. I have a dishwasher that was leaking and when we 1st called they sent a person to check and he said rubber around the door needs to be replaced and next day he came in and put the rubber seal and said it is all taken care of. When we used a dishwasher on the same day, it started to leak again and we called the customer service again saying it is not fixed and needs to be looked at again. And they said they opened a ticket with resolving department and it takes 48 hours to call us back with the status. Since we didn't hear from them we called them after few days and said to customer agent that we haven't received a call from resolution department. For this again they opened a ticket with resolution department for not calling and asked us to wait again 48hrs (this is going on from almost a month n still waiting for them to call us). Every time we call them to ask for the status or to dispatch a new service person to fix, they seemingly need us to pay $75 again to send a new service guy to fix the same issue that initially started. We already paid $75 initially and that work is incomplete and now want us to pay again.
I do not understand this company there is no proper person that I can talk to or they do not call us back as promised, Every time it is a new agent to whom we have to repeat the history of what happened and how it has been a month and still not fixed, other than giving a solution or transferring to their supervisor they open a ticket again, and it is a same drill… wait for 48hrs.. God this company is into cheating customers and extracting money but when time of fixing they have millions of reasons.
Well my Dishwasher is STILL NOT fixed even after a month and still going back and forth with customer service to know when they will call us with update or send a new service guy to fix. Very disappointing, AMERICAN HOME SHIELD is a fraud company, be careful n save yourself by not choosing them.
4 years ago
Reply from American Home Shield
Hi Abhilash,
Thank you for bringing your most recent AHS issues to our attention. I would be glad to speak with you about the delay in service to have the appliances repaired.
Thank you for bringing your most recent AHS issues to our attention. I would be glad to speak with you about the delay in service to have the appliances repaired.
Jan. 3rd, 2022
Andrew Hall Tallahassee, FL
AHS is great at getting a central air system back up and running in a few days. For everything else, particurly with regards to appliances, AHS is a waste.
I have now waited 6 weeks to have my washer repaired. The tech is waiting on AHS to ship him parts that won't arrive until week 7, which means I won't see a repair before week 8. In the meantime, I've had to go and BUY a new washer, which is what using the warranty service was supposed to prevent me from needing to do.
Oddly enough, one appliance repair service tells me AHS allows them to locally purchase the parts for appliances and pays them back, whereas the repair service AHS assigned to my washer is not allowed to do that and is required to order the parts directly from AHS. Why is that? I just don't get it. They could have assigned the other provider to me and my washer could have been repaired weeks ago? Really??
4 years ago
Reply from American Home Shield
Hi Andrew,
Thank you for bringing your most recent AHS issues to our attention. I would be glad to speak with you about the delay in service to have the appliances repaired.
Thank you for bringing your most recent AHS issues to our attention. I would be glad to speak with you about the delay in service to have the appliances repaired.
Jan. 3rd, 2022
Scott Brown Gallatin, TN
Back in April, my HVAC specialist did a tune-up of my A/C and told me that the draft inducer blower for the furnace was defective, and it was going to be nearly $1000 to repair. I told them we were covered by AHS. He told me it was a safety issue, and to not run the furnace anymore. I contacted AHS, they sent someone to fix it and confirmed that the part was defective. That was back in April. It's now August. I have contacted AHS via the phone and via chat over 20 times in the last four months. They have given me all sorts of stories. A few times they told me they haven't received a diagnosis from the technician. I have called the service company a few times and each time they have told me they have sent the info to AHS. I was told by AHS in May that the part was on back order. I was told on another occasion that the part was scheduled to be delivered later that week. That was in June. I then called afterwards, and they said, "we are waiting for the technician's diagnosis. I told them that I was told by AHS that they already had info and they already had the part number. If they had the part number of the defective part, why are they delaying on getting this part. I have wasted at least 10-15 hours on hold with their call center. The call center is outside the US, and most of the agents are very hard to understand and have a hard time understanding the issue. I have tried to elevate this problem to a manager, and they won't let me speak to a manager. I had one person call me back, who claimed to be a manager, but they were pretty much worthless in resolving the issue.
It seems that if there is any way they can avoid paying out for an expensive repair, they will do that. I am totally disillusioned with AHS. We had them many years ago, and they were great. I'm going to either need them to replace this part, or replace the furnace. I'm starting to get concerned since heating season will be coming up in a few months, and I have gotten nowhere with them.
Think twice before signing up with AHS.
4 years ago Edited January 10, 2024
Reply from American Home Shield
Hi Scott. Thank you for letting us know about your recent service experience. I am sorry to hear that the issue was not addressed to your satisfaction. I would be happy to speak with you further regarding this matter.
Jan. 1st, 2022
Skip Schulte Queen Creek, AZ
This company is completely worthless. The freezer on my fridge stopped working and i asked for service on 10-2-2021, they sent a tech out days later and he said the problem was in the sealed system and he was not licensed to break into the system to repair it. about 2 weeks later they still had not sent another tech out that can fix it, i called and they said they closed the ticket out, i asked how they could close it out without fixing the problem, they were clueless. They sent a second company out to fix the fridge and they also stated that they were not licensed to break into the sealed system. After multiple calls they finally gave me a dispatch number and said to contact my own repair company to fix it and they would reimburse me for the cost. I paid a local company to come out and they said the problem was in the Yoder Loop of the system and is not a repairable item, therefore the fridge needs to be replaced. It cost me $99.00 for them to tell me this, have no idea why the 2 contractors AHS sent out could not diagnose this correctly. Now i have been going back and forth with AHS, they refuse to reimburse me for the $99 fee that they told me to set up on my own and they refuse to replace the refrigerator. I have requested arbitration as well as the canceling of my contract moving forward, was hung up on by Customer Service at this request. Bottom line don't waste any money with this company, they are awful to deal with will not honor their contract.
4 years ago
Reply from American Home Shield
Hi Skip. Thank you for taking time to tell us about the service experience with your refrigerator. I am sorry to hear that we did not meet your expectations. I would be happy to follow up with you to address this matter further and assist with a resolution.
Jan. 1st, 2022
T Becker Colorado Springs, CO
I am in the middle of an open ticket for a fridge repair that was opened going on 3 weeks ago. This is the second time I’ve had to open a ticket for the same appliance. The AHS assigned repairman came the first time and said it was a bad control board. Unplugged my fridge and replugged it in and left…That was their fix. It quite working again (surprise) just over 30 days later. Again, had to pay another $100 for another repair ticket. This time the AHS contractor didn’t respond for several days. After repeated calls I finally reached them. They asked me a few questions over the phone and made the determination that it was a bad control board…never came in person. We’ll, it’s the holidays and we have no working fridge, lost over a $1500 In grocery’s and they now want me to take a cash option ($370 for a $3600 fridge) on a part that is not even available in the USA. I have had to change family visit plans twice. No one will call me back. Repeated calls to AHS go with no resolution, no escalation to mgmt, and it would appear that their whole value prop is nothing but a scam. I would leave zero stars, but that is not an option.
4 years ago
Reply from American Home Shield
Hello T. Thank you for bring your concerns regarding the service for your refrigerator to our attention. I am sorry to hear that the issue has not been resolved. I would be happy to speak with you to address this matter further.
Dec. 31st, 2021
asanchez2 Albuquerque, NM
Oh my goodness! Where do I begin? American Home Shield is the absolute worst. They are a money grabbing business that will gladly take your $59.99 monthly, but when it comes to sending out a contractor to your home, they choose the cheapest. I am going to talk about 4 separate instances and each of these instances were bad experiences.
First instance: My refrigerator was leaking water and overheating. The technician showed ($100) spent 10 minutes trying to fix the issue, they ended up breaking my ice machine in the process. They had to come back again to replace the ice machine ($100), but then they said this was a special order product. It turns out the only thing special about this ice machine was the technician rigging up a device to help with the ice removal. I had to wait over a month for this repair.
Second instance: Garage door broke. There are at least 50 garage door contractors in my area, but they send one from out of town. I can only guess because of the price. At any rate, the part that broke was not covered by AHS. I had to pay an additional $60 to fix this ($100 + $60). I might as well have called my own contractor out. Turns out, Nestor Garage doors could have repaired this for $110.
Third instance: Air Conditioner - We came back from vacation to a hot house and a broken air conditioner. 110 Degree days and not to mention that the aforementioned refrigerator was broken at the same time. This happened on a Friday, but AHS claimed they could not send someone out for 2 weeks!!!!! Let me repeat that...2 weeks! I threw a fit! My wife had recently suffered a stroke and was not able to handle this heat. Finally, after 3 days, AHS escalated the request, but that did not mean anything. Finally, the contractor came by but refused to go up on my metal roof! I was livid! I called AHS back and they claimed they would send another contractor out and they turned the job down stating they had too much work. What a bunch of worthless contractors that AHS deals with, because I finally called my own contractor who showed up THE SAME DAY and replaced my AC compressor the SAME DAY! Let me repeat this...THE SAME DAY! I spent $950 for this and was happy. Come to find out, even if their contractor been able to replace my compressor, AHS would have still charged me an additional $250 for refrigerant! Maybe I am Naïve, but I was under the impression that the purpose of a warranty is to not have to worry about money. This is not the case with AHS.
Fourth instance: Toilet (The last straw). My toilet was leaking pretty bad, so I placed a work order. The technician comes and the first thing they say is that AHS does not cover the toilet gasket set! WTF! I had it at this point! I paid the extra fee for the gasket ($100 + $60), called AHS and cancelled.
Realistically speaking, even though you pay $59.99 a month for service, you still have to pay $100 for each service call. So if you have multiple problems that month, the potential of spending upwards of $3000 or more is possible! What kind of warranty is this? I will tell what kind of warranty this is. It is a SCAM!
If you have someone that can fix stuff for you, please go through them before you use this money hungry/con artist company.
4 years ago
Reply from American Home Shield
Hello and thank you for your feedback. I do hate to hear there were several experiences when you were not pleased with the service that you received. We are here to address your concerns. I would be happy to speak with you regarding any unresolved issue.
Dec. 23rd, 2021
Edward Davidson Prescott, AZ
As we moved to a new home out of state our realtor purchased a home warranty through American Home Shield as a gift. A couple months later the washer leaks fluid all over the floor. AHS sent a nice repair guy that submitted a claim that was denied with some excuse that it still worked. Yes it works but leaks fluid so I'm not asking for a new washer BUT I AM ASKING FOR A REPAIR. Instead, I just purchased a new washer and dryer that came with a REAL warranty. We also replaced the water heater and HVAC system that also have REAL warranties for repairs. I was going to skip the bad review of AHS but after several attempts to tell them I have no intention to renew a useless policy, they have called several times and continue to mail notices for renewing a useless policy.
4 years ago
Reply from American Home Shield
Hi Edward. Thank you taking time to write a review and express your concerns. I do hate to hear that you have not been pleased with the service and coverage we offer. We want our members to find the value in having an American Home Shield warranty. I would be happy to speak with you to discuss your concerns further.
Dec. 20th, 2021
Dave L
American Home Shield is an organization that should be avoided at all costs. Investing money with American Home Shield establishes a business relationship with a company that has proved to breach its own agreement. If and when you need to utilize the service, the AHS people you will be dealing directly with are representatives who work out of the country and speak very poor English. In addition, they lack integrity and make no effort uphold high standards. The fine print of your agreement with AHS implies a guarantee that AHS will profit and no guarantee that you, the homeowner, will benefit. Our personal experience with American Home Shield included being lied to, receiving NO help from any professional service providers as promised, and our having to seek counsel to obtain reimbursement. AHS representatives via telephone refused to back up their verbal promises by putting them in writing via email. They simply refused. The only "shield" that was evident was the one AHS held up to hide from their promised responsibilities. We have documented proof that AHS replies to emails sent to them by organizations such as the Department of Consumer Affairs avoid addressing customer concerns. Our very strong advice is to not consider American Home Shield for your home needs.
4 years ago
Reply from American Home Shield
Hello David. Thank you for expressing your concerns. We appreciate your feedback. We do hold ourselves at a very high standard as a home warranty company. I hate to hear you feel that standard was not met during your interactions with us. I would be happy to speak with you to address any unresolved issue.
Dec. 10th, 2021
Laura Morin Encinitas, CA
Only giving one star because I can't give zero. This company is absolutely useless. They take so long to fix items it is almost as if they are hoping you just fix it yourself. The technicians seem frustrated since they won't seem to approve replacements when they don't know how to repair. Here is a summary of some of my issues:
- 4 different technicians in five different visits for a cooktop that still isn't fixed after four months
- 3 different technicians over 4 visits for a kitchen fridge that took months to repair, they fixed the power supply, but now the ice maker doesn't work (it is not fun to try to live without a kitchen fridge)
- kitchen sink with minor damaged tube has yet to be repaired after three weeks (no fun over the holidays), can't get any action or response from their technician
- items marked as fixed even though nothing has been done in an item
- customer service people are nice, but can't make any thing happen
They don't care if it takes months to fix, it doesn't bother them that it is inconvenient for you. They seem to just be trying to keep costs as low a possible without any regard to your ability to use your home for months.
4 years ago
Reply from American Home Shield
Hi Laura. Thank you for taking time to let us know about the issues you are still having. I do hate to hear there are several problems that have not been completed. I would be happy to look into this further and follow up with you.
Nov. 30th, 2021
Review Source
Sinnamon Foster Reynoldsburg, OH
It’s been almost two weeks and I don’t have a working refrigerator. The contractor said that the parts needed aren’t made anymore. Every time I call I get the run around. The Customer service person won’t transfer me to supervisor. I was told one would call me and I still have not been called. I asked to speak to someone in the authorization department and they said that’s not possible. If I wanted to cancel my plan they would of found someone to try and talk me into keeping my plan. I’ve talked to three different people and no one is willing to help. I have small children in my home and I need my refrigerator. And the contractor has sent the information more than twice.
4 years ago
Reply from American Home Shield
Hi Sinnamon. Thank you for bringing this matter to our attention. I am sorry to hear that your refrigerator has not been replaced. I would be happy to speak with you to assist with a resolution.
Nov. 19th, 2021
Sean Conroy Las Vegas, NV
Recently my pool heater wasn’t working so I contacted American home shield and they sent out a technician from J&J pool services. The contractor got my pool heater to work they said they replaced the high limit switches. When I turned it on it caught fire. I contacted American home shield again and they sent the contractor back out. The contractor then said but the reason my pool heater caught on fire was because of lack of water flow. I called American home shield back to get a second opinion and that contractor told me that JNJ pools did not replace the high limit switch on the heater and they bypassed the safety switch which caused my heater to catch fire and almost burn down my house. The report was sent to American home shield and they denied my claim to replace my heater and are giving me the runaround. American home shield used a negligent company that lied about their work and now American home shield will not take responsibility.
4 years ago
Reply from American Home Shield
Hi Sean. Thank you for letting us know about the service experience with your pool heater. I would be happy to speak with you to discuss this matter further.
Nov. 12th, 2021
Review Source
Sally
I’ve been a customer of American Home Shield for 4 months and now have a plumbing issue that I reported and after a long 32 minute phone wait a claim was filed. After 24 hours and not receiving a call from the plumber, I called the plumber and inquired, they told me American Home Shield canceled my order. I called American Home Shield back just to find out that they did indeed cancel my order and that I would have to find a plumber in my area and set up my own appointment. They gave me information on what I would have to do to have this service covered. This second phone call took 41 minutes. I cannot leave a review of their service because I haven’t received any. Although, I must say they collected their co pay within seconds; that they’re good at.
4 years ago
Reply from American Home Shield
Hi Sally,
I hate to hear about the ongoing delay that has been experienced to have the plumbing repaired. I would be glad to speak with you to reach a resolution.
I hate to hear about the ongoing delay that has been experienced to have the plumbing repaired. I would be glad to speak with you to reach a resolution.
Nov. 8th, 2021
Alexander Montgomery Noblesville, IN
Legit one of the worst companies I have dealt with. Contractors pool was terrible, random charges they refused to refund. My heat went out in the winter and somehow a month wait was acceptable. My garage door fell off, but oh they don't cover garage doors even though my package did cover garage doors. Then my AC died in the summer and once again a month wait, after the contractor didn't show up, I then told them forget it, I will fix it myself but since I called to report the issue they charged me $125, which they claimed to be nonrefundable even though service was not conducted. Save yourself the trouble and steer clear of this company.
4 years ago
Reply from American Home Shield
Hi Alexander. I really hate t o hear that you have not been satisfied with the service you received. I would be happy to speak with you to assist with any unresolved issue.
Nov. 8th, 2021
P Swaney Newburgh, IN
I submitted a claim on my hvac system on august 14th. They sent someone out within a day or two. The company said I needed to change my filter. I did this. It still didn't work. They sent the same company out again. This time they said the compressor was bad. American home shield requested sent another company out for a second opinion. They said the same thing. The second company explained to me that the compressor wasn't available and that we would need an whole new system. I have reached out to AHS several times over the past 2 months with no relief. Yesterday they called and offered me less than 1/4th of the money that it will cost to replace the system. I told them that wasn't what the contract said. He said he had to work hard to get that amount. I said that wont work and that I would need to speak with someone above him. No one has called me back. They are horrible. Luckily our house has two systems.
4 years ago
Reply from American Home Shield
Hello. Thank you for taking time to let us know your concerns with the coverage decision for your HVAC system. I would be happy to look into this issue and speak with your further regarding this matter.
Nov. 1st, 2021
Jermell Powell Glen Burnie, MD
Long story short: They provided good service just long enough for the contract to go into effect. Ultimately, this is one of the biggest wastes of money and time in my life.
My initial contract rep was excellent and professional and was the reason I signed up on my first call. In the initial 30 days I was able to apply the best discount I found. All in all this appeared to be a fantastic investment.
The subcontractor's service day was when I was out of town, but we coordinated them using a key for entry. If they did the work, I didn't see either appliance fixed. I haven't heard a word from them since to know if they weren't able to get in. When I realize they didn't do the work, I requested a recall. For whatever reason, again, the subcontractor hasn't responded to me or AHS since September 14th.
After multiple attempts to reach the subcontractor, I figured I'd just go back to AHS to have them find a new subcontractor. The first rep I spoke to insisted that I we should just contact this subcontractor and give them a chance to come back. Then the second rep days later said the same thing. Then the third rep a week later said the same thing. All the way to the point where I got completely frustrated and wanted the service call canceled and out of my contract, the only thing the reps would do(other than meaningless apologies) is offer to reach out to the subcontractor. No one rep ever called me back, so I always was expected to tell the story again like a Law & Order rerun. They also refused to escalate the call to a manager level person since all of them kept using the same excuses of what they couldn't do.
So now I have canceled the service request, and seeing what kind of customer service they have for me one month into the contract, I got out of it. They apparently feel inclined to claim I breached the contract, apparently convinced they held up their end of the bargain by charging me on September 11th for work that wasn't completed up to my cancellation date of October 8th. In fact, they charged me 4 times in September, apparently one extra service request charge even though I specifically requested a callback, not a new service.
Instead of simply giving me my money so I can go find a reputable organization, they are trying to charge me the "remaining" amount for breaching a contract. Hands are tied when it comes to getting my appliances serviced, but have all the energy to do calculations and paperwork to charge me more money for doing absolutely nothing.
4 years ago
Reply from American Home Shield
Hi Jermell. Thank you for taking time to let us know about your service experience. I do hate to hear the problem was not resolved and that you cancelled you warranty coverage. I would be happy to speak with you further regarding this matter.
Oct. 20th, 2021
Josh WA
From AHS:
“Hello Joshua,
Thank you for being our valued warranty member. I have been assigned to your service request and I am now reviewing it and will be in touch with you tomorrow.
I will be your primary contact working to resolve your service request, please feel free to contact me directly regarding this matter. Carnisha Jones | Senior Service Resolution Specialist O: 866-862-4508 Ext: 300
After 7 days without heat, here’s my response:
” Carnisha, I am copying my mom, 2 realtors and their deputy, Erica Duncan. I want you to stop what you’re doing, put down your pen and push back from your computer. I want you to do NOTHING but read my email.
We moved into the home on Oct 10th and tomorrow will be one week without heat, hot water, or the ability to dry your clothes. YOUR COMPANY was contacted days before we drove up from LA to take possession of our new home.
NW Sundance, yeah, they have a 2.7 rating and PAGES AND PAGES of Better Business Bureau complaints. In fact, they are the lowest rated (Yelp and Google) than any other plumbing company within a 48 mile radius of my home. As far as I’m concerned, they are an extension of your company and as such, I am holding AHS 100% responsible.
HOW DARE YOU contact me with an email stating that you need ONE DAY to review the file? Lady, we’ve been without heat for 7, a day is an eternity to us. Besides, WHAT DO YOU HAVE TO REVIEW that takes more than 20 min?
I want you to think of things this way because it’s how I think of them and the fact that you don’t is even more concerning. YOU personally are standing in the way of an elderly person having access to heat. Our home gets down to 48 degrees at night without access to heat. Do you know how difficult the cold is on an elderly person? TEN TIMES HARDER than the impact on you or me. It’s criminal and I am using that word intentionally.
So, while you’re kicking back and reviewing the file, we are FREEZING in our own home in the beginning of winter. SHAME ON AHS and SHAME ON YOU if this isn’t done TODAY.
Now, grab your pen and slide closer to your keyboard. You better hit “forward” on my email and get this issue in front of your VP because I won’t stop or give up until this situation is rectified. Your failure to act is causing us physical harm and you need to remember that. Your company’s insatiable and relentless search for more revenue in exchange for less customer service is physically hurting two human beings.”
4 years ago
Reply from American Home Shield
Hi Josh. Thank you for expressing your concerns. I am very sorry to hear that you are without your heat working especially with an elderly parent in the home. We would be happy to speak with you to further address this issue.
Oct. 20th, 2021
Antionette Brown-Waithe Snellville, GA
If that is the case, why are denying my claim? My refrigerator filter is broken and each time I replace it floods my kitchen. The foreign representatives that you have working for this AMERICAN company do not understand that. The technician noted that and reported it, but they are still saying it is the water filter. Should I keep in and flood my kitchen further? Will you pay for the water damage and subsequent mold damage? This company is horrible and I can see why you have a lot of lawsuits. So when the tech comes and puts in the filter again, and my kitchen floods, again, I guess you will pay for the damage and a new refrigerator.
4 years ago
Reply from American Home Shield
Hi Antionette. Thank you for taking time to let us know about your service experience with your refrigerator. I am sorry the issue has not been resolved to your satisfaction. I would be happy to speak with you further regarding this matter.
Sep. 14th, 2021
Suzanne Hixon Chincoteague, VA
Horrible customer service. My AC has been broken since June 1st. The assigned technician is non-responsive terrible misdiagnosed the system once already. I can get no answers from the service representatives at American Homeshield, they have a very strict script that ends in them calling the assigned technician. I understand COVID has caused delays, etc. My parts were originally supposed to be in stock on July 27th but were not. My parts have been at the assigned technician's shop since August 20th. For 20 days now, I have been calling both the assigned technician and American Home Shield, and all they will tell me is to wait. The technician always has an excuse, the truck broke, he doesn't have enough help, he is overwhelmed with work. American Homeshield states they can not help.
4 years ago
Reply from American Home Shield
Hi Suzanne. Thank you for letting us know that the problem has not been resolved. I can see why this would be frustrating. I would be happy to speak with you to further address this issue.
Sep. 9th, 2021
Camellia Momeni Canoga Park, CA
American home shield is an scam. When you call to join, they promise you so much but when you call for your first service, they don’t do any thing. First they charge you and then nothing. I called the over 20 times they played with me and keep saying that they will send some one but they didn’t. I asked for supervisor to talked to me , they said she is not available and will call me, but never did. I asked for my money back they didn’t return my money. I wanted to cancel , they said I will be charged a cancellation fee. I feel like I was rubbed . I wish some was helping me. American home shield should be stopped from doing a business.
4 years ago
Reply from American Home Shield
Good afternoon Camellia,
I hate to hear about the customer service experience that has been endured to have your home repairs completed through American Home Shield. I would be glad to speak with you to get the issues resolved.
I hate to hear about the customer service experience that has been endured to have your home repairs completed through American Home Shield. I would be glad to speak with you to get the issues resolved.
Sep. 9th, 2021
Richard Faessel Pensacola, FL
Beware! Paid them for several years. When it came time for the AC to be fixed, the company they sent Total Air Care claimed they would not fix unit because they felt someone had tried to fix it. Total BS. After back and forth for 12 days AHS declined claim. When I went to cancel 2 policies, I had with AHS I was contacted by Toyal R who promised she would work on claim and personally call me. Ha Ha! Never received call from her but instead a call from the call center at AHS to say sorry no fix! Look at Select Home Warranty. Lower service call outs and very reliable. Sorry AHS you’re great taking our money but fail to provide the customer service and promise to fix. P.S. it was 2 wires that was loose outside to get AC back up and running!
4 years ago
Reply from American Home Shield
Hi Richard. Thank you for expressing your concerns with your recent service request for the air conditioning. I am sorry to hear the issue was not resolved to your satisfaction. I would be happy to speak with you and further address the matter.
Sep. 7th, 2021
AnonymousReviewer Murfreesboro, TN
100% terrible. After seeing all these bad reviews in pretty much every corner of the internet I now understand why the AHS reps weren’t at all worried about my threats of posting bad reviews. This company has an entire department to deal with the scores of people they wrong! For the second time in a month this company has completely screwed me over. The first happened at the end of July when my HVAC system died. The second was this past week when my refrigerator went out. I’m disabled, on a fixed income, and can’t repair a lot of things myself, which is why I have the home warranty. This company is the biggest joke. They legitimately don’t care if you die from whatever problem is happening in your house. They will let you go weeks without essential components that are jeopardizing your health. I think this is part of how they structure things, so people get so frustrated and worn down that they give in and just pay for the repair or replacement themselves instead of going through AHS - especially since AHS won’t cover a reimbursement if you do that without express permission that, believe me, is VERY difficult to get. This company is ruthless - they’ll take your money every month, but it’s like pulling teeth that are super glued in to actually get the service you’re paying for. Someone needs to remind this company that they’re supposed to be in the SERVICE industry, because they’ve definitely not gotten that memo. The customer reps will tell you over and over again how sorry they are for your experience, but nothing is ever actually done to make it better. News flash - lying to customers and delivering fake “apologies” isn’t providing service, it’s providing a scam.
4 years ago
Reply from American Home Shield
Hello. Thank you for expressing your concerns about your recent service experience. We are here to assist you. I would be happy to speak with you and further address the issue.
Aug. 30th, 2021
Tj FL
I have been calling and getting the same line and excuses from AHS since May….it is now going into Sept. My washer is broken and I’ve been going to the laundromat since May. The contractor lied to AHS and they closed out my field, the Contract relations Dept would not resolve it. The sad part is that I have been a loyal customer of AHS for more than 20 years and always recommend them to friends, family or anyone with a new home. I am extremely disappointed at my wits end and don’t know what to do at this point. I keep getting agents who read notes and give me the same line each time
4 years ago
Reply from American Home Shield
Hi TJ. Thank you for letting us know the issue with your washer has not been resolved. I would be happy to speak with you to further address this issue.
Aug. 25th, 2021
Mike Montero Henderson, NV
I have American Home Shield AHS for the last 3 yrs never asked for service, my washer needed service do I Called American Home Shield AHS to make an appointment and the service repair Company never called,… SoI called back and advised of the service repair company never contacted me,… so they set up a second one to come out by then I was already frustrated I just went ahead and purchased a new washer. so I called American Home Shield AHS and advice them to go ahead and cancel my my service and refund my $125 fee they said OK it will take five business days this was July 26, 2021 now we’re in August 24 2021 I never received my $125 and they jacked up my monthly fee from $30-$41 a month,.. so when I asked to cancel my service and I insisted of canceling my service or contract they advised me I still need to pay $16 fee for canceling my contract ,.. I will never do business again with this company in a caution anybody about American Home Shield and the way they treat their customers
Total Contract Cost as of Cancellation Date:
08/24/2021
Administrative Fee for Cancellation:
125.97
LESS (Total Amount Paid as of Cancellation 117.30
Amount owed to American Home Shield:
16.33
I can’t believe you get charged a fee for canceling!
4 years ago
Reply from American Home Shield
Hi Mike. Thank you for your feedback regarding your service experience. I am sorry to hear that your issue with the washer was not resolved to your satisfaction. I would be happy to speak with you to further address your concerns.
Aug. 25th, 2021
