American Home Shield Reviews
9.0
Overall Score
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
Frank Lee Boring Baytown, TX
After one month of waiting for my washer repair, the parts were ordered last Monday. Between the service provider and AHS, they are pointing fingers at each other of who was supposed to order the parts. The process explained to me by the service provider is they submit a ticket to have AHS review and approve only parts necessary for repairs and AHS makes the order. Either way, neither parties know their own process of how this is supposed to work and I cannot get a straight answer from AHS on who ordered the parts (or are they ordered?) or an ETA. After one month and counting, it may seem feasible to just buy another washer machine and contact another company to replace AHS. I've already made it known that I do not want the service provider returning to repair my washer since I do not know who is telling me the stories of delay and dragging their feet.
4 years ago Edited September 14, 2021
Reply from American Home Shield
Hi Frank. Thank you for your feedback. 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 this issue.
Aug. 25th, 2021
a Hill Blytheville, AR
I have been a customer of American Homeshield for years in many different states. However, my most recent experience has been horrible. Every time I call a customer representative, they are kind and polite, but my issue is never resolved. I put a repair request in for my oven in April 2021, and after many calls, transfers, and confusion, my oven was finally installed at the end of July 2021. A month later, in May 2021 the ignitor on my cooktop stop working. The contractor that they assigned to do the do seems to be avoiding the job because it is now August 23, 2021, and my cooktop is not in working order. The contractor took over a month to submit all of the necessary paperwork to order parts, and he blamed AS. I have called AS roughly every week since May 2021 to get this job completed. The contractor received the parts on July 24, 2021, and told me that he had a family emergency and that he would come to my home the following Monday. After so many claims that he is having a family emergency, I just would like the parts to my cooktop, and a dependable contractor to complete the job. This process has been exhausting, and downright unethical at this point.
American Home Sheild has not been helpful, their apologies have been numerous, but their actions show otherwise. I would not recommend AS to anyone at this point.
4 years ago
Reply from American Home Shield
Hello and thank you for your feedback regarding your repair experience. I do hate to heat that the issue has not been resolved. I would be happy to speak with you and assist with a resolution.
Aug. 23rd, 2021
NicPot
Awful customer service- took 4 calls and 10 business days to get a return call from a supervisor. No sense of urgency - they assigned me a plumber that was 6 hours away from my property. As if a plumber is going to take a job for a few hundred dollars that is 6 hours away. Then when I contracted a local plumber and got the issue resolved in 2 days, they won't reimburse me because the "guidelines" were not followed. Agent did not advise me properly of the "guidelines" so I pay the price for agent's misinformation when the company had no viable options for a plumber in my area. A leaky toilet cannot wait weeks on end for AHS to get around to sending someone to fix it. AHS acting in bad faith by not living up to their end of the policy. What's the sense in having this coverage if you can't count on it when you need a repair. Very disappointed- will be cancelling policy.
4 years ago
Reply from American Home Shield
Hi NicPot,
Thank you for bringing the plumbing issues to our attention. I would be glad to speak with you to assist with a resolution.
Thank you for bringing the plumbing issues to our attention. I would be glad to speak with you to assist with a resolution.
Aug. 23rd, 2021
Marcelo Araujo Alpharetta, GA
I have been a customer of AHS for many years, have one time 6 houses under the warranty, so kind of a sizable customer.. but nothing really matters, when you need the services. And the warrant do not cover the total cost.. after many experiences, and always get shorted, I give up and canceled. Examples: heater break, AHS bring a company to fix, then you need to pay $900 on top of the warranty!! A/C stop, AHS send a service company, need refill the R22, you pay $600-$1000, but they do not fix the leak, so next year you pay again! In the event that the A/c need to be replaced, AHS do everything to avoid the cost, so you end up with a $1800-$2500 out of pocket for AHS to replace or AHS offer you a cash out check of $385?? When a system new cost 3800-4500. Really, I am writing that so you do not get fool by this company or any other home warranty! (They all the same) Scam you to pay for years, and when you need you will experience a horrible service. (not even talk about the hours on wait on the phone with AHS)… Just save money aside for home issues and avoid the frustrations!! (I am a homeowner like you..)
4 years ago
Reply from American Home Shield
Hi Marcelo. Thank you for taking time to write a review. As the leading home warranty company it is our goal to provide our members with dependable service they can count on. We are really sorry to hear that you did not find the value in your coverage during your time with AHS like so many other members are . We hope that you may reconsider in the future.
Aug. 19th, 2021
Review Source
Panthea Mohtasham Great Falls, VA
Worst experience!I have a broken HVAC system that still not repaired and I am given the run around. It has been horrible experience, no one can give me a proper answer and continue to promise the repair, however after more than 3 weeks, we are still without A/C in the heath of summer. We have had to buy a window unit which does not help much. I have been calling almost every single day and none of the customer representatives can give me a straight answer. I have many times asked for a supervisor to call but I have yet to receive a call. There is no way to reach a supervisor to file a complaint. Customer service representatives give the same answer and promises and are more interested in a review at the end of a call. I am still waiting! Horrible company to deal with and I bought their most expensive contract.
4 years ago
Reply from American Home Shield
Hi Panthea. Thank you for letting us know the issue with your air conditioning still has not been resolved. I can understand why this would be upsetting. I would be happy to speak with you to further address this issue.
Aug. 16th, 2021
sf Potomac, MD
Buyers Beware! This company is a big scam and needs to be investigated and taken down considering all the horrible business practices it does to all of its customers. Our washer machine broke down over a month ago and American Home shield (AHS) sent A&E Factory Service contractor on 7/10/21 contract # 76850127 & contract # 79736817 on 7/25/21 to fix our washer machine but due to the age of the washer unit, the parts could not be found or ordered and according to AHS policy they will be required to replace the washer machine. AHS did not do so and their excuse was we did not receive the diagnostic report from A&E Factory Service. I called A&E Factory Service many times and asked them to please email AHS and send a copy to myself which they did but up to today 8/14/21, AHS still denies of not receiving the report and will not accept the diagnostic report copy I received from A&E Factory Service. So AHS sends another contractor which now says it may take 1-2 weeks for the part to arrive and may take longer if they find other issues. Our washer is still not repaired and this issue has been dragged on for over a month and a half for a family who has to manage a disabled bed bound adult person living with MS and requires this washer machine every few days. We have constantly made AHS reps and their contractors aware of our situation but they do absolutely nothing about this issue. Is this how a company should treat its paying customers? This is called customer abuse.
Furthermore AHS Representatives delete reports/notes from their customers portals to hide evidence from being audited for legal issues. For instance they have deleted 2 other additional contractors besides A&E Factory Service who canceled and did not show up during this past 1.5 months of waiting. It is obvious American Home Shield's main objective is to maximize profit and to be in absolute disregard towards its paying customers. It is a shame that so many customers have suffered and not a whole lot has been or can be done against this company.
4 years ago
Reply from American Home Shield
Hello SF. Thank you for bringing the issue with your washer to our attention. I can understand how this can cause an inconvenience. We are here to address your concerns. I would be happy to speak with you to assist with a resolution to this matter.
Aug. 16th, 2021
Stephen Zweibach
I have had their warranty for several years. Most of the time the service and repairs were reasonable, although plumbers seem to be allowed to charge additional hundreds of dollrsr for "required" (non-covered valves or hookups or whatever.) However, now when our a/c went out due to an "impacted evaprator coil and failed compressor," we are told they won't cover it due to the presence of "biogrowth." That word is NOT in their contract. Yes, the contract excludes "mold damage," but that typically refers to mold in a house, air ducts, walls, etc. Mold does not damage air conditoiners, yet AHS refused the repair our a/c due to "biogrowth! In Florida there is always some algae type growth due to the condenser leakage around the air conditioner. The first Ac contractor immediately told us it would not be covered due to the "biogrowth" and then aggressively pushed their overpriced replacement system. I complained to AHS who said they would send a different company and if they disagreed they would fix it. The second contractor came and disagreed, saying that it just wasn't true what the first had claimed and that it should be repaired. But the warranty company still denied it! Its especially tricky as they say all over that they cover items without regard to age or maintenance. I have seen another compl;aint such as this already online. I think AHS is using this "mold" provision to get out of covering a/c units and if it is a pattern, or they have advised their a/c contractors to "find biogrowth" I think its worthy of class-action. I am disgusted and will be dropping them for sure!
Update: I had a trusted a/c contractor come who found there was no mold, the compressor and evaporator were fine, but the problem was a capacitor, which he fixed for $250. SO, BOTH CONTRACTORS TOTALLY LIED! I did hear from the company in response to this review initially but didn't realize they needed more contact information, so, please reach out to me again, AHS
8/30 - My contract number is 5319307
4 years ago Edited September 14, 2021
Reply from American Home Shield
Hi Stephen. Thank you for expressing your concerns. I am sorry to hear that the issue with your air conditioning was not resolved to your satisfaction. I would be happy to speak with you further regarding this issue.
Aug. 16th, 2021
Donna Murff Kansas City, MO
American Shield was to have Sears to repair my oven in May. The the repairman informed us that he did not repair stoves, only the freezer that he was scheduled to repair. It took me several calls before I was able to get a Sears repairman at my home to tell me that he had to order a part because the baking element in my oven needs to be replaced. He made several calls, he left my home saying that he or another repairman would be back when the part is available. As of August 13, 2021, my oven has not been repaired.
I have made follow up calls for status and I was told the part will be available July 30, if not I would be given other options. Since August 1, I have called August 10, August 11, August 12, and August 13; I get the same scripted response from the Customer Service person.
My patience is wearing thin. I am going to report this issue to the Better Business Bureau and FoxKC News Channel 4.
Donna Murff
4 years ago
Reply from American Home Shield
Hi Donna. Thank you for letting us know that the issue with your stove still has not been resolved. I can understand why this wld be upsetting. I would be happy to speak with you to assist with resolving this issue.
Aug. 16th, 2021
Jim Loyd Cedar City, UT
This is insurance fraud. I purchased the coverage when I bought my new house for $400. Shortly after occupying the home the water went out. The water heater is cracked and needs to be replaced. American home Shield assured me that someone would be out here within 24 hours that is a lie. It has been over a month now and my water here is still broken they had given me 2 different plumbing companies to fix the problem and then American home Shield cancels the contractor. In speaking to several contractors locally they refuse to work for American home Shield because they are still awaiting payment after 2 years of providing covered services. The hundred dollar fee to initiate claim is a scam and is insurance fraud. When you call the company you will be dealing with people in offshore call centers that barely speak English if at all. American home Shield is not honoring their contracts and they have a reputation of doing this. Save your money or find a more reputable provider of insurance as American home Shield is a scam and they are not to be trusted. Good luck getting a supervisor on the phone or a return phone call from this company. I will be notifying the state board of insurance to let them know that American home Shield is defrauding its customers.
4 years ago
Reply from American Home Shield
Hi Jim. I am sorry to hear that you did not have a good experience regarding the service needed for your water heater. We are here to address your concerns. I would be happy to speak with you to assist further with this matter.
Aug. 11th, 2021
Gulliver Foyle El Dorado Hills, CA
Terrible company that is running a literal scam to provide a false sense of security to homeowners. In both cases where I had need of a warranty claim, AHS failed to honor their statements and contract. The 2nd incident was like so many have experienced: a nightmare.
We've paid over $15000 in premiums over the years, for terrible customer service, 3rd rate contractors, and a run-around instead of assistance.
I can't state strongly enough how terrible our service was. The thousands of positive reviews on websites that DO NOT allow you to post a review is very suspicious. I suggest that AHS is behind the publishing of these 5 star reviews. Go to a website where anyone can post a review and you will see the truth.
AHS own website has 16,000+ 5 star reviews. But you can't post a review. Think about that.
Save your money for an appliance breakdown. You will save money and get higher quality components and service.
4 years ago
Reply from American Home Shield
Hi Gulliver. Thank you for your feeback. We do hate to hear that you have had such terrible experiences with AHS. We are here to address your concerns. I would be happy to speak with you to address any undersolved issue.
Aug. 4th, 2021
Dawn Pfund Renton, WA
One of the worst customer service experiences I have had.
First Claim - Washing machine. Took 8 weeks, 2 contractors, and 4 visits to fix. Thankfully, there was a manual work around so I could continue washing my clothes. I did not follow up often because of the workaround. The few times I did, they had no idea what was going on and my claim had just been sitting for weeks.
Second Claim - Refrigerator stopped working. First contractor came out in 2 days and told us were out of freon and needed to have the fridge re-charged, which they could not repair. I waited 2 days to hear from them, nothing. Called Monday to be told they were trying to find a contractor to repair the leak and would call me back. No call back. Tuesday, called twice, spent about an hour on hold while they called contractors. Was told one could come out in a week or so. I told them that was not acceptable and I needed my refrigerator repaired sooner than that. Again, no call back. Called Wednesday, was told they were still looking for a contractor. At this point, I asked to speak to a manager. I was put on hold for 45 minutes and when the manager came online, they were having some technical difficulty and could not hear me, so hung up, no call back. Called again that afternoon and after 15 minutes was told they found a contractor. Turns out the contractor they sent out doesn't do freon/closed system repairs, so they could not have fixed the issue. And, he gave a completely different diagnosis, which he also could not repair. Thursday, called again, asked to speak to a manager, was given the runaround, told they would find a contractor same day and call me back in an hour. 4 hours later, no call back. Call for a 7th time this week and am told a completely different story. They don't have the report from the Wednesday repair yet, so they don't know what is going on. Refuse to let me talk to a manager, telling me it will slow things down. Then finally tell me they can't fix my fridge and will make an offer. That offer is supposedly coming tomorrow. I am betting I have another 3 hours on hold coming up to get paid. As soon as this is closed out, I am cancelling this service. We went and bought a new refrigerator today with our own money. I cannot wait to never deal with this company again.
Horrible experience, horrible customer service. Do not use this company.
4 years ago
Reply from American Home Shield
Hi Dawn,
Thank you for bringing this to our attention. I would be glad to speak with you in regards to the delay in service with the washer machine and the refrigerator. I will be contacting you to reach a resolution.
Thank you for bringing this to our attention. I would be glad to speak with you in regards to the delay in service with the washer machine and the refrigerator. I will be contacting you to reach a resolution.
Aug. 5th, 2021
Penny Stevenson Bedford, TX
On July 2, 2021, I submitted an invoice of which I used an outside contractor to remove and replace a defective hot water heater, of which it was under manufacturers warranty. I was told by AHS to submit an invoice from the plumber which I paid $500 to. AHS told me that it would take 7-10 days to receive my check of $500. It has been 21 business days, and I still have not received the check. I called AHS today, July 29th, and they told me that it would be another 12 business days before I could receive my money. I am a Widow, living on a restricted income, and this has caused me extremely stress and heartache. I am strongly considering a law suit.
4 years ago
Reply from American Home Shield
Hi Penny. I am very sorry to hear that you still have not received your reimbursement check. I would be happy to speak with you and assist with resolving this issue.
Jul. 30th, 2021
Robert Gourdine Altamonte Springs, FL
Poor customer service...would be zero if I could. Set online appt for AC problem...assigned vendor never contacted me or responded to messages so I called AHS to replace vendor. Was told they needed to contact vendor 3 times before they could replace..and would get call back next day as to status. No call back and I called them back and got same runaround again but this time supervisor would call back ( after I pushed). No call back again and called back for 3rd day..during runaround process decided to just cancel and start anew. Did this and set up new live appt with different vendor...contacted within minutes. Next day, first vendor shows up; yes the appt I’d cancelled and technically never scheduled because vendor never contacted me ( and tried to get AHS to change), Poor service seems to be standard.
4 years ago
Reply from American Home Shield
Hi Robert. I am sorry to hear about the experience you had with getting a vendor out to take care of the problem with your air conditioning. I would be happy to speak with you to address this issue further.
Jul. 30th, 2021
Taleen Mergian Rockford, MI
AHS has been neglectful for a week with an active leak flooding our basement from a broken water heater. We have called them multiple times, only to find out that no plumber would service our request because AHS marked it as "routine". We continued to call them for assistance and they changed our claim to expedited with promises to call within 4 hours for a new plumber to be assigned. No surprise, we never heard back from AHS. After going 5 days without hot water and having to lay down towels and shop vac our basement every hour we called an independent plumber who was quick to respond as our situation was anything but "routine" and needed urgent attention. We had a new water heater put in within an hour as a valve had broken within the old water heater causing the massive, continuous leak. AHS then assigned us a plumber a week out from our initial claim- sorry, a little late to the party American Home Shield. We called to get our service fee refunded and request that we be reimbursed for the water tank (not labor, paid to independent plumber) following their blatant negligence and leaving us stranded with an active leak for a week in a home with 4 people (one of them 6 months pregnant)- their response was that they would not reimburse any money as we did not call them back after they completely ignored us/didn't call back with a plumber assigned in 4 hours and so therefore this was actually our fault for not calling them enough. They also only document the information on their end that supports their policies, so even if they told you something different on the phone their response is "that did not happen as I don't see it documented in the notes on my end". Never felt so ignored and quite frankly attacked by a company who has basically inferred that I am a liar and didn't hold up my end of the deal. We will never work with American Home Shield again.
4 years ago
Reply from American Home Shield
Hi Taleen,
Thank you for bringing your most recent AHS experience to our attention. I would be glad to speak with you in regard to the broken valve and the issues that have occurred.
Thank you for bringing your most recent AHS experience to our attention. I would be glad to speak with you in regard to the broken valve and the issues that have occurred.
Jul. 27th, 2021
Steven Shimmin Tucson, AZ
Pretty good home warranty coverage. I had the deluxe package to cover everything and swimming pool. I had a total of four claims over a five year period and they settled with me pretty good and paid for repairs quickly.
4 years ago Edited July 7, 2022
Reply from American Home Shield
Hi Steven,
Thank you for bringing your most recent issues to our attention. I would be glad to speak with you to reach a resolution.
Thank you for bringing your most recent issues to our attention. I would be glad to speak with you to reach a resolution.
Jul. 23rd, 2021
Janella Simmons Marrero, LA
I have been having the worst experience ever with this company. I have been with air conditioning for over a month. The original service provider was rude unprofessional .i requested a second comoany to come out. I am told that we cant use the second company beause the authorization cant be reasigned. I paid two different service fees. Each time I call and request a supervisor. I am told that some will call me back within 24 hours. No one has called back. I was hung up on today after being on hold for over 1 hour. I have been with this company for over 20 years and recommended it to several family members. My air conditioning has been off since June 26 and today is July 20. This is the worst experience ever.
4 years ago
Reply from American Home Shield
Good evening Janella,
I hate to hear about your most recent AHS experience and the ongoing delay to have the air conditioner repaired. I would be glad to speak with you to get the issues repaired.
I hate to hear about your most recent AHS experience and the ongoing delay to have the air conditioner repaired. I would be glad to speak with you to get the issues repaired.
Jul. 27th, 2021
Kim Latini Houston, TX
Feel like giving a 0 but have to admit that, for very small quick fixes AHS does a good job. However, if there is any glitch at all, such as unresponsive contractors, discontinued parts, or major repairs, they are the absolute worst. You are only allowed to speak to someone at a very loud offshore call center whose attendants have no answers except to tell you to call the contractor (who then tells you they are waiting to hear from AHS). If you ask to speak to a customer service manager you are put on an indefinite hold (I held for over 20 minutes and no one ever came back on the line - the call was open but my first clue should have been no hold music). And they are outright lying when they say they will replace major appliances - They always have a reason why it is your fault the appliance failed and is therefore not covered (I actually had one of their AC contractors confirm that they never replace major appliances unless they are taken to court) . They also will not accept complaints about contractors, or allow you to dispute what their contractors report. They allow their contractors to make claims that they have to do more work than is covered (when my water heater went out the contractor claimed the installation was not up to code - but when the inspector came out and I showed him the original fittings he said they would have been fine - AHS said it was my responsibility to know the contractor way lying), so you end up paying the full amount anyway - plus the extra fee for AHS. I strongly suggest that people just take the money they would pay in premiums and put it in a savings account - by the time it collects interest, you will have enough to pay for your repairs without the frustration of dealing with the most horrible and useless customer service people on the planet.
4 years ago
Reply from American Home Shield
Good afternoon Kim,
Thank you for bringing your most recent issues to our attention. I would be glad to speak with you in regards to your American Home Shield experience.
Thank you for bringing your most recent issues to our attention. I would be glad to speak with you in regards to your American Home Shield experience.
Jul. 27th, 2021
Bill Marthens Dallas, TX
Well, finally received a call back from American Home Shield after being promised every day for 10 days. Now they want to send out another contractor for a 2nd opinion of why my AC failed. The 2nd contractor will not report anything different from the 1st. This is just a delay tactic while I continue to suffer in the Texas 100 degree heat without AC. Assuming I will get the same run around this time, I guess I am supposed to live without AC for another 10 days. That will total over 20 days without AC in the Texas summer heat. I now will have someone install a new HVAC because I cannot wait any longer. My guess is that AHS will claim I didn't wait for them and, therefore, they cannot cover anything. What a terrible SCAM! Noone should pay for American Home Shield. They are a complete FRAUD.
4 years ago Edited September 14, 2021
Reply from American Home Shield
Hi Bill. I am very sorry to hear about the delays with repairing your air conditioning. I would be happy to speak with you to assist with a resolution to matter.
Jul. 23rd, 2021
moose72 Muncy, PA
Worse company ever they are a over seas customer service based company so every time you call they speak poor English, I had a refrigerator go down i filed a claim it took a week for a repair person to show up they needed to order parts and could not come back for 2 weeks the parts where suppose to be here in 5 days needless to say no parts showed up when i called the contractor (sears) i set on hold for 1.5 hours to be told the parts may arrive the end of October and they will be back then if the parts arrive now this is June 16 21 that would be 4 months from now, so i call American home shield and was told they have to wait for the contractor to contact them after a couple weeks they did, so now i have to wait for AHS to make a decision on either to replace the frig or do a buy out needless to say after another 2 weeks im still waiting every time i call i get told i will be contacted within 24 to 48 hours it never happens so no frig still after a month im still waiting calling does no good but the policy is to replace the unit if it can not be fixed or parts can not be received within a reasonable time they do not honor it this company is terrible UPDATE so i was contacted after the review by ahs asking me to leave my contact information and they would get right back to me to fix this issue well NEEDLESS to say they never did contact me no surprise there are good home warranty companies out there but if looking look away from these guys
4 years ago Edited September 14, 2021
Reply from American Home Shield
Hi,
I hate to hear about the parts delay to have the refrigerator repaired. I would be glad to speak with you to reach a resolution and get the issues resolved.
I hate to hear about the parts delay to have the refrigerator repaired. I would be glad to speak with you to reach a resolution and get the issues resolved.
Jul. 19th, 2021
