American Home Shield Reviews
9.0
Overall Score
Andrea Mckeithan Marietta, GA
I usually do not write bad reviews as we have our own business and understand sometimes people leave bad reviews to hurt a business. However, I have tried to cancel my account with American home shield since January and they keep telling me the retention department is closed. They have since charged my card on file 2 times since then but there are notes in the system that I want to cancel. No one from the retention department will call me back and every time I call they are conveniently closed. We did try to use this service but they provided us with horrible service people so we wanted decide to cancel. I think this company is fine with you want subpar services but if you are not satisfied you become another client number that they avoid and continue to charge your card. I would not recommend them ever!
5 years ago
Reply from American Home Shield
Good afternoon Andrea,
I hate to hear about your AHS experience and the request to cancel your contract. Upon checking your account, I see that the cancellation request has been completed. I would be glad to speak with you.
I hate to hear about your AHS experience and the request to cancel your contract. Upon checking your account, I see that the cancellation request has been completed. I would be glad to speak with you.
Mar. 24th, 2021
Susan Cook Dade City, FL
Being an American Home Shield customer for the past 16 years, I was VERY disappointed with American Home Shield in mid 2020-2021. It has become difficult to understand customer service reps and for them to understand me. They only know what they see in front of them, and can offer no assistance beyond what they read in front of them. No referrals to a supervisor or manager or someone who can answer questions. Communication has become a HUGE problem at American Home Shield, causing me to feel my business is not valued, and being a customer is not important to American Home Shield. I even receive an email stating one thing, and when I called about it, the representative told me the email was WRONG and what she saw on her screen was right. There was NO ONE to talk with about this miscommunication and discrepancy. I read her my email. She replied, "Well, I have it front on me that....." very unsetting and frustrating. Today, March 11, 2021, I spoke with a customer service rep at AHS who AGREED with my frustration, saying that they hang up when they reach someone they can not understand.. I researched other companies to switch my home warranty, and had decided to leave AHS. Today's representative (seeking my renewal) was able to listen, sympathize,, gave me advice, encouragement, information, and then a substantial discount for me to give AHS one more try. (OH! Did I mention that AHS raised my annual fee by $90 this year??? Ridiculous!) That is where I am right now. AHS....GET YOUR ACT TOGETHER! Do you value your customers at all????? IF SO, THEN SHOW IT! Out sourcing your calls is NOT the answer! Is there anyone that knows anything there??? When calling to use the buying service, I reached people that had no clue what they were doing, or information about the products they are selling. When calling to get an update on a repair, I got told parts were ordered by the Repair Company. Upon calling the Repair Company, I was told they were ordered by AHS. Ugh!
5 years ago
Reply from American Home Shield
Hi Susan,
Thank you for bringing the issues about the contract price increase to our attention. Our social media specialist would be glad to speak with you about the cost and customer service.
Thank you for bringing the issues about the contract price increase to our attention. Our social media specialist would be glad to speak with you about the cost and customer service.
Apr. 1st, 2021
Gregor Milwaukee, WI
In an effort to let customers think their voices are being heard AHS has added a survey at the end of the service calls which I can appreciate. But apparently your representatives have a work around to avoid and block the surveys to be completed and tied to their performance.
I spoke with “Jamie” 3/10/21. She was very rude and continued to cut me when I was speaking. She told me that I am not the only customer which is very disrespectful. After trying to speak with “Jamie” my issue turned from my appliance repair to the way I was being treated. I reminded her again that she was cutting me off and not allowing me to speak. She sarcastically told me to take my time. From my previous call I knew the survey would follow the call and I told her I would gladly fill out the survey at the end of the call, only then did she put me on hold and called the company assigned to my ticket and also another one that I inquired about for availability. She gave me an update that my ticket would be expedited. I asked for her name and said goodbye. I waiting for the survey to come up. I waited over 10 minutes and no survey, only music. I used a second phone and called back so I would not disconnect from the call with “Jamie”. I spoke with another representative “Mary” and told her I was on hold to complete the survey for my call with “Jamie” on another line. I asked how can I be on hold for so long? Does “Jamie” have multiple lines to assist customers? Could she still be accepting other calls? “Mary” said she did not know but could see that my call with “Jamie” was not disconnected. Within seconds the call with “Jamie” was transferred to a representative from Whirlpool. I told the Whirlpool representative I was holding for AHS and she was as confused as I was so we hung up. “Mary” was unable to open the survey from the previous call since it was on another line but would escalate my experience with the “Jamie” to her supervisor and I would get a response within in 24 hours. And, I did not get a survey at the end of ‘Mary’s” call either. The phone said “call failed.” Wow. I have used AHS for over 12 years without any complaints or issues with the service I was given. Now after this experience and with this kind of customer service I will be finding another warranty company that does not misrepresent their customer service commitments and will not tell me that I am not the only customer when I am seeking service.
5 years ago
Reply from American Home Shield
Hi Gregor,
I most certainly hate to hear about your most recent AHS experience to have the Whirlpool appliance repaired. I would be glad to speak with you to get the issues resolved.
I most certainly hate to hear about your most recent AHS experience to have the Whirlpool appliance repaired. I would be glad to speak with you to get the issues resolved.
Mar. 24th, 2021
Erika Harding Topeka, KS
If I could give less than one star I would. I have had several calls, complaints regarding my fridge icemarker part being ordered, fixed, replaced. NUMEROUS Lies between AHS and the awful Contractor AMTECH Services. I submitted my work order 10/04/20 and have been on the phone for hours each month, Nov, Dec, Jan, Feb, and now March 4th, still no resolution. AHS does not provide good customer service and between the contractor and AHS I am unsure who is lying and neglecting to resolve my issue. I have escalated this matter to 3 supervisors and still my issue is not resolved. I CANT Wait to terminate my contract after my year is up! Don't select this company!
5 years ago
Reply from American Home Shield
Hi Erika,
I would be glad to speak with you regarding the refrigerator ice maker repairs.
I would be glad to speak with you regarding the refrigerator ice maker repairs.
Mar. 8th, 2021
Surfz blu3 ,
1) NOTHING is covered under their "warranty". All the services I had done I had to pay out of pocket. Honestly, why bother paying over $700 a year to cover nothing???
2) On top of your monthly/yearly payment, you pay $75 per service--even if the technician DID ABSOLUTELY NOTHING. They say the fee is for "diagnosing" the issue, even if no service was actually performed.
3) They charge a cancellation fee! (One month fee!) So they CHARGE YOU FOR CANCELLING! Citing things like "administration fees" per what was on "the contract."
I just cancelled my contract today and they charged me to cancel on top of refusing to refund me $150 for the two services I got today wherein the techs did absolutely nothing but say the service is not covered.
Absolutely WASTE of money. Their cancellation dept is also a sham & VERY unprofessional. Honestly, look at all the horrible reviews on here... AVOID THIS COMPANY AT ALL COSTS!
5 years ago
Reply from American Home Shield
Hi,
I hate to hear about your most recent American Home Shield experience and the repairs that were not covered. I would be glad to speak with you about your experience and the service fees.
I hate to hear about your most recent American Home Shield experience and the repairs that were not covered. I would be glad to speak with you about your experience and the service fees.
Mar. 8th, 2021
Nick Miller Fishers, IN
If I could give less than a star I would! Don’t waste your time or money with this company unless you like to get the runaround. We started a claim with a water pipe leaving from upstairs into our kitchen almost 4 months ago. We have not been able to get their contractor to come out and perform the repair and when you contact AHS they flat out refuse to do anything about it. They will only state they will pass it along to another department and call back to which they never follow through. I don't know how many departments they need to fix a repair but we have called daily for 4 months now and still can't get a supervisor on the phone or a contact number for corporate or an email address for their cooperate office. We have even gone as far as asking to cancel our service and we get disconnected.
5 years ago
Reply from American Home Shield
Hi Nick,
I hate to hear about your most recent experience to have the plumbing repairs completed through AHS. I would be glad to speak with you regarding the delay and cost.
I hate to hear about your most recent experience to have the plumbing repairs completed through AHS. I would be glad to speak with you regarding the delay and cost.
Mar. 8th, 2021
Michelle Greenville, SC
I have been a customer for 15 years and have never been disappointed. AHS gives me the peace of mind of knowing I can call with a problem in my house and they fix it. There is nothing else to say.
5 years ago
Keshia Grand Prairie, TX
Run and find another company. Multiple issues with every interaction. Nothing is ever covered after you've paid the service fee. Technicians who never want to do their job. Last issue before I canceled involved SWAT Plumbing changing for basic services. What the fees are for no one could tell me. Took them a month to tell me I needed to pay. Waited for callback from a manager for two weeks and it never came. Sat on the phone today for 2 hours and still no manager as the rep hung up the line after placing the call on hold. AHS is a terrible company to deal with. Not on one occasion, but on multiple occasions from multiple departments.
5 years ago
Reply from American Home Shield
Hi Keshia,
I hate to hear about your most recent AHS customer service experience. I would be glad to speak with you to get the issues resolved.
I hate to hear about your most recent AHS customer service experience. I would be glad to speak with you to get the issues resolved.
Feb. 27th, 2021
Olio23 ,
Awful stay away!! shower leaked threw to downstairs couldn’t use shower only one! Called to put a claim in they sent a plumber out. He did nothing but look and said he had to go submit what he found before he could fix anything to see what they would cover and what they would not pay for fact we were with out a shower and water leaking downstairs. About to be going on two weeks still no update when I call and they say plumbers not getting back to them so instead of dispatch a different company they keep trying get hold them. Finally I decide I just want money back and to cancel the warranty. Then I was told they can’t refund me just for ten min of arguing for him to refund me not even all my money when they did nothing!!!!!
5 years ago Edited September 14, 2021
Reply from American Home Shield
Hi Olio,
I hate to hear about your most recent AHS customer service experience. I would be glad to speak with you to get the issues resolved.
I hate to hear about your most recent AHS customer service experience. I would be glad to speak with you to get the issues resolved.
Feb. 27th, 2021
Julie Lavagnino Sacramento, CA
American Home Shield has always been there to promptly refer me to a qualified repair company to help me in my time of need! They give me great peace of mind!
5 years ago
Reply from American Home Shield
Hi Julie,
Thank you for providing us with feedback about your AHS experience. We strive to provide you with prompt and professional service. We hope you continue to enjoy the coverage we provide!
Thank you for providing us with feedback about your AHS experience. We strive to provide you with prompt and professional service. We hope you continue to enjoy the coverage we provide!
Feb. 26th, 2021
Steve Ramona, CA
I'd give zero stars if available. We have had Home Shield for 15 years and nearly every time we need them it is a nightmare. Our Microwave is defective. It heats without anyone turning it on and then shuts down. We have been trying to get it fixed since the second week of December 2020 and it is now February 19th 2021. The Sears service Home Shield hired ordered a part in December and said it would be here in January. It showed up last week, the service guy came today and guess what? The part didn't fix the microwave and they are going to order another part due to come in March 16th 2021. Homeshiled doesn't care that we've been customers 15 years. They "are going to follow the process". They won't let me speak to a supervisor, they won't just replace the microwave. They expect us to go another month with a safety hazard in our house.
My wife has called numerous times, I have called. Homeshiled says they'll call back and never does. They promised my wife to replace the microwave but didn't. Basically, their customer service reps lie to customers regularly. Once this warantee ends I am finding another home warrantee company.
We've also had numerous problems with our furnace and getting it repaired. Enough is enough.
5 years ago
Reply from American Home Shield
Hi Steve,
Thank you for alerting us about your customer service experience. As a 15 year customer I would be glad to speak with you to get the microwave repairs completed.
Thank you for alerting us about your customer service experience. As a 15 year customer I would be glad to speak with you to get the microwave repairs completed.
Feb. 27th, 2021
mosalina 67 Claymont, DE
We have had American Home Shield since October 2013. We have had ONE good experience with them since that time. I finally cancelled out account with them today and will be finding a new Home Warranty company that actually cares about their customers and cares if the service providers they use are trustworthy or not. I have had 4 instances where we have paid the $100 service call fee and the provider either came out and spent less than 5 minutes at our house saying they needed to order a part and then never followed up or the service provider was a no call/no show but told American Home Shield the service was completed. And instead of AHS responding to me as the customer, they said they had to confirm with the service provided that what I was saying was true. I would suggest anyone who is considering this company to look elsewhere. I've also noticed on this page that they only respond to the 5 star reviews.
5 years ago
Reply from American Home Shield
Hi Mosalina,
I hate to hear about the decision to cancel after being long term customers since 2013. I would be glad to speak with you to get the issues resolved.
I hate to hear about the decision to cancel after being long term customers since 2013. I would be glad to speak with you to get the issues resolved.
Feb. 27th, 2021
Shonitha Overland Park, KS
I wish I could give 0 star. We had a leak in our commode pipe and the leak was dripping above our garage. If we would have continue to turn on the water supply there were chances of above layer to brake and fall down on our vehicles in garage causing secondary damage. There was snow outside in negative temperature. We had to stop the water supply to entire home because of this. Raised a service request. We were told should receive call from the plumbing company in about four hours but We didn't receive any call from them. We reached out to the plumbing company they mentioned about huge queue for service request and it will take time. They never gave any time estimate. I reached out AHM after four hours and checked if they could speed up the process as we have water shut off for whole house. Agent was like we have 24 to 48 hours policy. It was so disappointing to hear that if all emergency request would take 24 to 48 hours then what is the use of it. They were expecting us to wait till 2 days in this emergency situation. fInally he agreed to reach out to plumbing company and ask for service availability. He said will receive call after an hour. We received a call after two hours saying they can visit us Friday(Issue happened on Tuesday). It is ridiculous that could say that for an emergency issue. We requested at least if they can visit and check on the issue. They were stuck on we can come by for service on Friday which is three days later. We had to get the service from local plumber and cancel the AHS service request. AHM should understand the basics of providing home warranty. When there is an emergency issue they need to prioritize and provide the service. I understand few non emergancy services can wait but emergency service requests needs to be addressed ASAP they can't just say our company policy to address service in 24 to 48 hours. That is very ridiculous. They should also add more vendor list. Hardly they have one or two for an area.
5 years ago
Reply from American Home Shield
Hi Shonitha,
I hate to hear about your most recent AHS customer service experience. I would be glad to speak with you about the garage leak that has gotten worse.
I hate to hear about your most recent AHS customer service experience. I would be glad to speak with you about the garage leak that has gotten worse.
Feb. 23rd, 2021
hudsone Antelope, CA
This is the worst company I have ever dealt with. I have been trying to get my heat pump repaired for three months. I have placed at least 20 calls to American Home Shield to get this resolved. They follow scripts, say they will "escalate" the issue and send an email to "contract services" and will get back to you within 48 hours. They NEVER do. I have had to continuously follow up. The contractor (Calculated Comfort, Brookings, Oregon) refuses to return to re-assess the problem. They claim to have replaced parts, however the original problem still exists. The heating system is running on emergency mode. American Home Shield refuses to dispatch another contractor because they are unable to get in contact with Calculated Comfort. This is ridiculous! Realtors, stop buying your clients this nightmare warranty. I would give them negative 10 stars if I could.
5 years ago
Reply from American Home Shield
Hi Hudsone,
I hate to hear about your most recent AHS customer service experience. I would be glad to speak with you to get the heating system repaired.
I hate to hear about your most recent AHS customer service experience. I would be glad to speak with you to get the heating system repaired.
Feb. 23rd, 2021
Dr. Demetria S. Banks Memphis, TN
I've been waiting since November 2020 to get my oven fixed. I was assigned Greenway by AHS. They came out and diagnosed the problem and and until this day I still don't know why my oven has not been fixed. I have called both AHS and Greenway multiple times only for them to point the finger at each other and get lied to about receiving follow up calls and emails. Wonder how any of them would feel if they were getting the run around for ALMOST THREE MONTHS!
5 years ago
Reply from American Home Shield
Good morning Demetria,
We appreciate you for bringing this to our attention about the delay in service that has been experienced since November. I would be glad to speak with you to get the oven repaired.
We appreciate you for bringing this to our attention about the delay in service that has been experienced since November. I would be glad to speak with you to get the oven repaired.
Feb. 23rd, 2021
Daniel McBride Centralia, WA
Update: They have entirely changed their story. They originally told me it was not repairable and needed to send out a second opinion. Second opinion said it could not be repaired. It was all moving so slowly that I replaced it by myself at this point. They changed their story after that. They said a second company never came out. I sent them the proof that I had and they responded with "that was just for a second opinion" and the second company wasn't comfortable working on it(which isn't true. They tried for over an hour). AHS also told me the first company marked it as repairable. Then why send out a second opinion? Their responses don't make sense and I am out thousands of dollars.
This company is a blatant scam. Once they had to actually cash me out for a purchase, they stopped responding to my emails, I called multiple times and they sent me to hold-music hell. They promised a callback multiple times and I never got one. I feel bad for the people who work there.
5 years ago Edited September 14, 2021
Reply from American Home Shield
Hi Daniel,
I hate to hear about your most recent experience and the issues that need to be resolved. I would be glad to speak with you and get them repaired.
I hate to hear about your most recent experience and the issues that need to be resolved. I would be glad to speak with you and get them repaired.
Feb. 16th, 2021
rlh781 Chesapeake, VA
Three service requests while with AHS. All service providers were unqualified to repair items. Items included pool plumbing (still leaks after visits), Refrigerator (had to find a different repair company to fix, Furnace (unqualified for multi-zone systems). In each case I was charged for service never completed and in each case I had to find other repair companies at an additional cost. Their service request site does not allow for comments or repair request specifics, they do not return calls and they do not refund money for service incomplete. When attempting to cancel policy I had to request canceling over 20 times from seperate company agents and only when stating that I would just stop paying did they cancel my policy but again with another charge. Read recent reviews and you will see this has become the normal practice for this company. They send out non-qualified technicians but still collect the monthly payment and the additional service charge.
5 years ago
Reply from American Home Shield
Hi,
I hate to hear about your most recent AHS experience and the leak repairs that were not completed. I would be glad to speak with you and get the issues resolved.
I hate to hear about your most recent AHS experience and the leak repairs that were not completed. I would be glad to speak with you and get the issues resolved.
Feb. 22nd, 2021
Robin McDaniel Miami, FL
Our refrigerator broke before Thanksgiving. It took weeks for one of their service providers to come out and then they ordered the wrong part. It is now February and the refrigerator is still broken. We have dealt with techs ordering the wrong parts, losing the parts, saying they never got the parts, parts were sent to the wrong place, forgetting they scheduled us for the service. We have just purchased the parts ourselves and had an appointment for the techs to come fix the refrigerator again yesterday. Once again they did not show up. We ended up fixing it ourselves. We have tried contacting AHW and have not been able to receive a response. We have contacted attorneys.
5 years ago
Reply from American Home Shield
Hi Robin,
We appreciate you for bringing the ongoing refrigerator issues to our attention.
We appreciate you for bringing the ongoing refrigerator issues to our attention.
Feb. 11th, 2021
Lijoy Mathew North Wales, PA
This is my first review for anything, and I am writing so that at least some of the future customers will get a sense of what they are signing up for. I am writing this with utmost frustration and disappointment with the service I received from American Home Shield. I am an AHS customer for many years, and they rejected my first request more than a year ago for an issue with my dishwasher indicating that damage caused due to the age of the dishwasher is not covered, but I still kept my contract with AHS. In the last week of December 2020, I put a service request for a faucet repair and water leak in the kitchen. A contractor was assigned, and he came the next day, and after inspection said that the damaged part must be replaced. He placed an order for replacement, and I got the part after 2 weeks (no expedited shipment). The contractor came back on January 12th and this time told that they got the wrong parts. He said that he is going to re-order the whole faucet to fix the damage. Since I did not get any status update after 10 days, I called the contractor multiple times many days, left messages, no response at all. I called AHS and they said that they will follow up and will take care in the next few days. Since I didn’t hear anything again for the next few days, I called AHS again on January 26th, 27th, 28th 29th, and every time the customer agent says that someone is going to reach out by end of the day to resolve this situation ASAP. I have been telling them that water is leaking from the damaged pipe for more than a month, but I got a ton of free apologies from all the agents, but no resolution of the issue. I directly called the company that’s supposed to send the faucet part and they said that they cannot see any new order. I was told by AHS that faucet part has been ordered by the contractor and the issue will be resolved very soon, but the contractor has not even placed an order for the damaged product. After finally realizing that these guys are bluffing through their mouth, I requested AHS on Jan 29th to give me an authorization so that I can get the work done externally. When I called yesterday, they told that they cannot give cash out because there is no diagnosis report from the customer. Fed up with all the callousness, I asked them to cancel my account after more than a month of follow up, I will take the loss and fix my own. The whole purpose of having an insurance is to get things done through qualified contractors in a timely manner, but do not expect that you will get that from AHS. Please do your research before signing up a contract with AHS, there are number of other companies with better reviews and ratings. I cancelled my service with AHS, shame on me for allowing them to take advantage of me this long……
5 years ago
Reply from American Home Shield
Hi LiJoy,
Thank you for sharing your feedback about your most recent AHS experience. I would be glad to speak with you about the dishwasher and faucet repairs.
Thank you for sharing your feedback about your most recent AHS experience. I would be glad to speak with you about the dishwasher and faucet repairs.
Feb. 9th, 2021
Beeno Middlesex, NJ
Absolutely awful company. Avoid at all costs.
The HVAC tech did not resolve our issue in our new home and when we tried to cancel the contract because we were unsatisfied with their vendor and their customer service as a whole, they omitted hundreds of dollars and miscalculated prorated costs for the plan. Now, over 6 months later, we're still going back and forth with them about the money we're owed back. Through numerous calls to customer support, no one could help and they always promised calls back, which never came. I had to file a complaint with the BBB and they still are unresponsive as ever. They insist that their system is always right and won't even show how they arrive at their numbers and provide no evidence for anything.
The tech was at my home for 30 mins, charged me another $80 for refrigerant, didn't solve the issue, and now AHS is trying to withhold over $200 without proving that's how much the vendor billed them. I fixed it a week later with a $15 fuse from Home Depot. They also withheld another $150 (prorated price calculated incorrectly by them) for the month that we had the warranty for - and they won't even cover the "repair"! All they can tell me is "We told you we are correct. We won't do anything else".
AHS is nothing but a scam. You'd be better off finding your own contractors.
5 years ago
Reply from American Home Shield
Hi Beeno,
I hate to hear about your most recent AHS experience to have the HVAC system repaired through us.
I hate to hear about your most recent AHS experience to have the HVAC system repaired through us.
Feb. 8th, 2021
Afshin Faridjoo Los Altos, CA
Stay away. I am trapped and have to stay with them for a year. I will leave as soon as my contract is over. This company does not follow standard business models. You can only be signed up with your financial information like credit card. They double charge you and won't reimburse the overcharge. You can be on the phone with them for hours everyday. The agents tell you they will reverse the charge but it never happens.
When you sign up, you don't get an invoice. The grace period is 30 days. You only receive an invoice once they charge your card. And once they get a hold of your card, you can't remove it from your account.
The agents lie like there is no tomorrow. I asked them to remove my card and she said she did. I got charged 10 days later.
I asked one agent (Sam) to send me an invoice through email. He said he did. I said I wait till I get it in my inbox. Then he started to back paddle, I tried.
The agents work out of farms. Ther rooster sound in the background is so loud that you can't heat the agent. Covid is becoming an excuse to wait on hold for hours.
The agents only talk, nothing gets done in this company. I hope I get a chance to talk to the CEO. they really need help with operation in this company.
Lat word, if you want to stay sane, stay away from this company.
5 years ago Edited September 14, 2021
Reply from American Home Shield
Hi Afshin,
I hate to hear about your most recent experience to have the issues resolved through American Home Shield.
I hate to hear about your most recent experience to have the issues resolved through American Home Shield.
Feb. 2nd, 2021
Catherine Falk Pasadena, CA
I’m in the throws of it right now having recently moved into a condo to find out when it’s super cold that my heater doesn’t work which is a hydronic system that runs off the water heater. The part in the little attic of my closet is obsolete and the non working unit is broken due to wear and tear. The part that is needed isn’t even made anymore. When I called Home Shield as my warranty insurance company set up in escrow by the seller for me-they said they would attempt to find a contracted vendor and get back to me even though I knew that they wouldn’t find a company who understands this system fully as I had Ralph’s heated and Air who had done many other units in my building recently and I was warned by the maintenance team that Home Shield will struggle. They called me back the next day and authorized me to find a third party company for which I had. The next day after that without heat now for three days in 47 degree temperatures in my condo, I had the owner of the hearing company, myself and my broker on a call for authorization and we were greeted by the rudest, most horrible woman named Trisha who impacted not only me as the homeowner but three people on the call as well-every single person was shocked by her conduct. She was condescending, rude and just unprofessional. The owners from the heating company explained to her that the parts of this obsolete unit cannot be replaced they don’t exist at all and that the system runs off of the water heaters and that they would re-route the heat to the compressed on the roof of the condo. Trisha insisted they wouldn’t replace a part that works but we were not replacing the compressed only adding a necessary devise in it to generate the heat because the current system is from the dark ages and it is shot. She said they would only replace the parts that are broken inside the condo, not understanding that in order to get heat up and running it has to be updated because the old system isn’t on the market anymore. It’s a split system with radiant heat, hot water regulator is broken. Hydronic works with water and the née systems work with radiant. She denied these workers the authorization to do the work. She claimed they would get back to me with their own contractors who do this work. My broker has spoken to the rep at Home Shield assigned to this case, 294174012 named Gabriel. He claimed that they would try to find their own heating company vendors to do the work but the diagnosis is going to be the exact same thing and he told my broker I then would only be entitled to 2000.00 for interior heating/water systems. The estimate that Ralph’s heating and air was 7200.00. Gabriel said he would get back to my broker by the end of today being January 28th and she didn’t hear back from him. The attitude is very strange as if you are a bother to these people and a waste of time. On my initial call in to report the problem I was assigned to Gabriel who really didn’t explain things well to me and when I called back to complain I spoke to a local lady named Kim West and said I’d rather deal with her in the future but my case had already been assigned to Gabriel. Clearly not off to a good start. I won many homes in California and Utah, with home owners insurance. Sad to say-I wouldn’t use this company again after being left in the cold with no remedy, help and opposition by the authorization department, Trisha who was witnessed by me, two heating company employees and my broker all together on this call. When she disconnected the line, every single person complained about her attitude and rudeness. I’m in a state of shock for how unprofessional this has been so far with no end in sight leaving me to pay for most of this and I shouldn’t be. I won’t. This is so wrong.
5 years ago
Reply from American Home Shield
Hi Catherine,
I hate to hear about your most recent experience to have the issues resolved through American Home Shield.
I hate to hear about your most recent experience to have the issues resolved through American Home Shield.
Feb. 2nd, 2021
VAREVIEWS Salt Lake City, UT
I have been waiting 5 weeks for a hot water heater to be installed and keep getting the run around. American Home Shield used to be a great company until they outsourced their call centers to other countries this past year. Now, no one returns calls, none of the contractors get back to customers, and when you do call, they pretend they are working on it, but have no idea what is going on. I have a policy on the home I live in and the home I rent out. My current tenants are now going to move out because they have been without hot water for over a month, and I can't blame them. I will be canceling my contract as soon as I get this dang water heater installed. Do not use them!
I have called over American Home Shield a dozen times and been texting and calling the contractor and responding to urgent requests from my tenants. It has been the biggest hassle, and at this point, they still have no idea on an install date or who is doing what. For the money I've paid them to have a contract for years, I could have just bought a new hot water heater and saved myself the headache.
5 years ago Edited September 14, 2021
Reply from American Home Shield
Hi,
I hate to hear about your most recent AHS experience and the hot water heater repairs that were not completed. I would be glad to speak with you and get the issues resolved.
I hate to hear about your most recent AHS experience and the hot water heater repairs that were not completed. I would be glad to speak with you and get the issues resolved.
Feb. 22nd, 2021
Getting Ripped Off Altadena, CA
Viking water/ice dispenser would become jammed with ice, leak water to floor, inside freezer condensation build up, freezer door would not remain closed. Alex from All Valley HVAC removed ice, said the problem was the ice not allowing door to close. I explained problem AGAIN then he rediagnosed problem, told me he would order a new water dispenser because it was broken. Later American Home Shield refused repair because Alex claimed "customer broke ice dispenser by putting a paper towel inside door mechanism." Now a 2nd opinion is required. Active Appliance Service will be scheduled to diagnose the problem. This same company replaced the ice maker in August 2019. My complaint is simple- The ice maker, water dispenser are two different units but work in tandem. The oiriginal problem in 2019 was resolved for only 16 months before the same problem reoccurred. Alex never mentioned to me that he believed the water dispenser was broken by placing a paper towel inside. The paper towel was placed inside the water dispenser to prevent water from dripping on the floor. The ice build up that preventred the door from closing was caused from the water leaking inside of the freezer. When I called All Valley HVAC I was told I could not speak with Alex. Paying $100 for a service call, and then blaming the customer for breaking their own water/ice dispenser by putting a paper towel inside is ludicrous. I am the customer who will notify the BBB , file a complaint with my credit card company to refund my payment, file a complaint with American Home Shield, and cancel my subscription.
5 years ago
Reply from American Home Shield
Hi,
I hate to hear about your most recent AHS customer service experience to get the ice maker repaired. I would be glad to speak with you and get the issues resolved.
I hate to hear about your most recent AHS customer service experience to get the ice maker repaired. I would be glad to speak with you and get the issues resolved.
Jan. 28th, 2021
Bhupendra Rana Austin, TX
We have are in peak of winters and our HVAC stopped working. The send technician immediately from Interstate Heating and Cooling for diagnosis. The technician gave the report to replace the HVAC and it was approved by paying $199 and regular $75 for visit. The HVAC arrived 15 days after and there was no mismatch between the new HVAC and VENT work. We have TRANE system it was replaced with GOODMAN with same efficiency. The installation team installed although knowing it will not work with existing setup. Immediately called AHS they said wait for report from vendor. The vendor say you need to contact AHS, it close to 2 months now, the vendor has come 4 times with no solution and everytime call AHS response , they say need to contact authorization department.
Based on my experience AHS do not have quality vendors or they provide quality products for replacement. They will replace products with cheap equivalent product.
5 years ago
Reply from American Home Shield
Hi Bhupendra,
We appreciate your feedback regarding your most recent AHS experience and the HVAC issues that arose. I owuld be glad to speak with you and get the issues resolved.
We appreciate your feedback regarding your most recent AHS experience and the HVAC issues that arose. I owuld be glad to speak with you and get the issues resolved.
Jan. 30th, 2021
AprilW Tallahassee, FL
ABSOLUTE SCAM DO NOT BUY THIS INSURANCE. They fix nothing, they don't use anyone local and the companies they contract to do the absolute minimum and disappear. Recently they send a garage door company and then refused my claim because my 18 year old garage door opener quit working. They claim it's not covered because that's not "normal wear and tear"? Absolute nonsense. I paid $100 for a water heater person to come, they came, said they didn't know, and left. No one ever returned, no repair was made. AC guys were there 11 times over the past 3 years at $100 a pop and it still doesn't work properly. Insanity. They do the absolute bare minimum to make things work, then when they quit due to THEIR technicians' work, they deny your claims. Don't bother, put your $60 a month in savings and just hire people yourselves. You'll save a LOT more money.
5 years ago
Reply from American Home Shield
Hi April,
I hate to hear about your most recent experience to have the repairs completed. I would be glad to speak with you and get the issues resolved.
I hate to hear about your most recent experience to have the repairs completed. I would be glad to speak with you and get the issues resolved.
Jan. 19th, 2021
firesavant firesavant ,
I made $70 payment to AHS and it is not reflected on my account. AHS placed my contract as "past due" even when I already made the payment a month ago. I called AHS for Duct Work on 11/23/2020 and I was charged a $75 service fee. The duct work was never repaired. I complained to AHS about this because they selected a vendor with less than a 2 star rating on different rating agencies. AHS ignored my complaint and never repaired the duct work. I then disputed the transaction with my bank and the charge was reversed but 2 weeks later the charge was then charged back to me as a re-bill of $70 which I then paid for it on 12/22/2020. I made another extra payment to AHS of $70 on 12/19/2020 before I found out that my bank was going to re-bill me the initial $70. My payment to AHS totaled $140 on 12/23/2020. I then pointed this out to AHS almost daily for 2 weeks straight and they ignored my request that $70 be refunded to me. I filed a dispute at my bank about double paying and my bank reversed one of the $70 payment. After that, AHS changed my account to -$70 and said it was past due. They said they never received the payment I made on 12/22/2020 and it was showing as "payment pending" for 3 weeks. I went into my bank and called on 1/13/2021 and my bank said they did send that payment and the payment is with AHS's merchant bank and AHS needs to contact their merchant bank to claim the $70. I called AHS on 1/13/2021 and told them what my bank told me. I provided the phone number of the merchant that my bank mentioned that AHS should contact. AHS contacted them after putting me on hold for hours. They said they will look into it. I then called AHS the hours later and I was asked to fax my bank statement to fax number 855-237-7788 showing the $70 payment. I sent the fax to AHS 1/14/2021 and they said they will look into it. My account still shows past due and I am unable to use the contract I bought with AHS. It has been about 2 months since I first called and this has not been resolved. I have had to pay for repairs fully out of pocket on the home over this period even when I have a warranty that I paid for with AHS. I called AHS to ask that my contract be canceled and I was told they will charge me a cancellation fee even when AHS is at fault.
5 years ago Edited September 14, 2021
Reply from American Home Shield
Hi,
Thank you for sharing your experience about AHS and the service fees paid. I would be glad to speak with you and get the issues resolved.
Thank you for sharing your experience about AHS and the service fees paid. I would be glad to speak with you and get the issues resolved.
Jan. 28th, 2021
J Larochelle Capitol Heights, MD
Terrible! the customer service center is in the Philippines and they do not understand English or the American way of life. I asked to speak to a supervisor and was told NO! I asked several times and was denied the opportunity to resolve the issue. I'm a 100% disabled Veteran and I have this service to assist me when things need repair and this the last two times they failed miserably. My electricity is still not working in my sun room. My microwave is supposed to be replaced and I'm still waiting as they want to replace it with one that doesn't match the other appliances, which is totally unfair. Finding a customer service representative or a supervisor that actually cares is frustrating. Each call I spend 5-6 hours dealing with incompetent customer service reps and waiting on hold for hours. The service used to be good and people cared, now the service is poor and most of the contractors don't give a heck. I've lost about $400 in services not completed and I'm still waiting.
5 years ago
Reply from American Home Shield
Hi J,
Thank you for sharing your feedback regarding the most recent issues that have arose with AHS. I would be glad to speak with you to reach a resolution.
Thank you for sharing your feedback regarding the most recent issues that have arose with AHS. I would be glad to speak with you to reach a resolution.
Jan. 15th, 2021
David Bobrowsky Midway, UT
I find that their website is very good, getting hold of them on the phone is a whole other matter. I got so tired of waiting on hold that I decided not to renew my contract for an additional year. The other issue I have is the deductibles are higher than the other company that I switched to.
5 years ago
Chris Williams Houston, TX
This is the worst excuse of a company I have ever faced. 7 months. Still no cooktop. Hello,
I am writing out of sheer frustration. We have been without our
cooktop since July. It has been repaired 6 times since July and it
has currently been out since before Christmas. They have even sent out
an electrician who found no fault in the electricity supply to the
cooktop. We need to get this thing REPLACED not repaired again. I’ve tried everything to remedy. We
were told that the parts will not be in for months. While their
customer service department has been pleasant, we keep getting the run
around. We are told the repair person needs to call in and say the
cooktop cannot be repaired and needs to be replaced, only to have them
call in and be told they cannot make that determination! We were also
promised calls back from the escalation department and supervisors,
only to receive no calls.
5 years ago
Reply from American Home Shield
Hi Chris,
Thank you for sharing your feedback regarding the most recent issues that have arose with AHS. I would be glad to speak with you to reach a resolution.
Thank you for sharing your feedback regarding the most recent issues that have arose with AHS. I would be glad to speak with you to reach a resolution.
Jan. 14th, 2021
Bathsheba Draper Park Forest, IL
I am sadden by what has happen to the company. I remember when t hey cane out did the work and then got paid. Moe they get paid after the first 5 minutes of the call and come out when they get ready. They have contractor in there pool with history's of not having good customer service and then they to hold you hostage by telling you that you can't change the contractor once you have been assigned one.
I submitted a service request on Tthrusday 1-7-21 no one call for appointment I call AHS on Saturday was told that someone had call (a lie, ), I was told to stay close to phone because some would be calling soon that day to make appointment. NO ONE CALLED. I call AHS back on Monday and said no one called and at this point I don't want that contractor to service me now or ever. The young lady came back to the phone and say she was tld that I had a appointment today. I had not spoke to anyone about a appointment today if I had why would I be calling her. She told me that the person said the appointment was made with me BIG LIE. They cancelled that contract,
not ten minutes after I hung up the phone it rang and the new contractor call and made a appointment for Wednesday. So the phone was working for incoming calls.
I will be looking into a class action suit about the process of regulation of the contractors that AHS has, there must be some accountability and responsibility for there actions. There represent AHS when they come out. AHS make sure they get their money we need to make we get what we are paying for. I will be contact legal about this and suggest you look in to it where you are. For the recorded this is not the first time that I had this problem with this contract.
5 years ago
Reply from American Home Shield
Hi Bathsheba,
Thank you for sharing your feedback regarding the most recent issues that have arose with AHS. I would be glad to speak with you to reach a resolution. Please provide your AHS contract number or property address for further assistance.
Thank you for sharing your feedback regarding the most recent issues that have arose with AHS. I would be glad to speak with you to reach a resolution. Please provide your AHS contract number or property address for further assistance.
Jan. 14th, 2021
happyeverafter66 Goose Creek, SC
I have never had such horrible service. My a/c went out and I called to create a service ticket. I was told a tech from Southern heating and air would contact me. No one ever contracted me so I kept calling. There was no way to get in touch with the company they assigned me to. I would always get the voicemail. One day a guy just showed up without calling or nothing. Thank god I was home. The A/C tech was only at my home maybe 5 min then tells me I’m out of refrigerant completely. I explained to him I just had refrigerant filled a month ago so there must be a leak. Everyone knows Freon does not just leak out!!He then tells me how much the Freon would cost completely bypassing the fact there is probably a leak. When I brought the leak back up he said he would have to come back to find the leak. I never hear from the contractor. Now, I’m calling to find out about my service ticket and they are telling me he only submitted for the freon to be added. Now why would I pay for Freon for it to leak out? Long story short they are giving me the run around about my a/c. This company is a big SCAM!!Paid $100 for a tech to do nothing but write up an incomplete ticket and a/c still out weeks later
5 years ago
Reply from American Home Shield
Hi,
Thank you for sharing your feedback regarding the most recent issues that have arose with AHS. I would be glad to speak with you to reach a resolution.
Thank you for sharing your feedback regarding the most recent issues that have arose with AHS. I would be glad to speak with you to reach a resolution.
Jan. 15th, 2021
David Kliers Massapequa, NY
AHS is only as good as the vendors that they send to you home.
Unfortunately, their vendors are paid a discount to their normal rates so many of the top vendors do not elect to participate. Worse, if a poorly performing vendor does come to you home and fails to do a good job, AHS has the worst customer service you have ever encountered. I am currently waiting in excess of 60 days to get my dishwasher fixed and AHS refuses to put my on with a supervisor. I could go on and on with my drama, but suffice it to say that i have called twice per week, the vendor has come out three separate times and the parts are on order...again!
Bottom line - if you are willing to gamble on their service, i suggest that you bail quickly once you are confronted with a bad vendor. The situation will not quickly be rectified and the customer service is of no use at all. At that juncture call a good vendor, cabcell with AHS and move on with your life!
cheers!
5 years ago
Reply from American Home Shield
Hi David,
I hate to hear about the delay in service you have experienced to have the dishwasher repaired. I would be glad to speak with you and get the issues resolved.
I hate to hear about the delay in service you have experienced to have the dishwasher repaired. I would be glad to speak with you and get the issues resolved.
Jan. 26th, 2021
Anthony Marshall Culpeper, VA
The company truly puts the customer first and understands the urgency when you have to put in service request and work to get a contractor to you as quickly as possible
5 years ago
Reply from American Home Shield
Hi Anthony,
thank you so much for taking the time to provide feedback. We are so delighted that you rate our service as 5 star as we strive to provide just that for all our customers. We Look forward to servicing you again soon. Best Wishes.
thank you so much for taking the time to provide feedback. We are so delighted that you rate our service as 5 star as we strive to provide just that for all our customers. We Look forward to servicing you again soon. Best Wishes.
Jan. 15th, 2021
njra2000 Mineola, NY
I signed up with this company last year reading most positive reviews here. I am surprised they have these many positive reviews.
I lost my heating almost 7 days ago, all I have gotten from this company is runaround. They sent a contractor to take a look and but the contractor haven't uploaded their diagnostic report. The warranty company keeps trying them but the contractor is not responding. This shows how competent the contractors this company hires. Since last few days I have been requesting to give it to another contractor but they are not budging. They have hung up on me multiple times and I hear hear same bureaucratic BS when I speak to their CS representatives. Anyone reading this, please PM me if I can report to any government agency. I don't think it is legal to have no heating with kids living in the house...
5 years ago
Reply from American Home Shield
Hi,
Thank you for sharing your feedback regarding the most recent issues that have arose with AHS. I would be glad to speak with you to reach a resolution.
Thank you for sharing your feedback regarding the most recent issues that have arose with AHS. I would be glad to speak with you to reach a resolution.
Jan. 15th, 2021
B. Balmer Caddo Mills, TX
I am very unhappy with AHS. I requested service for my clogged kitchen sink on Dec. 18 and now it is Jan. 1 and I still haven't had anyone come to unclog it. The contractor they assigned was supposed to come on Dec. 23. I waited and he never showed up and never called. I called him and his voicemail was full. I sent him a text and he didn't answer the text until after Christmas and said he was sick and could come. I don't know if he has the covid virus and don't want someone so irresponsible working on my house. I had a service business for 44 years and would never treat a customer that way and leave them hanging. AHS was supposed to send a different contractor, but come to find out they don't have another one, so I haven't had a kitchen sink for14 days, including Christmas day. For this I pay over six hundred dollars a year and $75 for a service call? i am going to cancel my contract with AHS.
5 years ago
Reply from American Home Shield
Hi B. Balmer,
I hate to hear about your most recent experience to have the repairs completed. I would be glad to speak with you and get the issues resolved.
I hate to hear about your most recent experience to have the repairs completed. I would be glad to speak with you and get the issues resolved.
Jan. 18th, 2021
Marci Evans Fuquay-Varina, NC
They called me very right away.
They said they would be there the next morning and they were
there. Apparently the pipes froze but they checked everything out at no charge.
5 years ago
Reply from American Home Shield
Hi Marci,
We love to hear when we have provided fast and professional service to our customers. Please continue to share your experiences with us and we will continue to strive to meet your needs.
We love to hear when we have provided fast and professional service to our customers. Please continue to share your experiences with us and we will continue to strive to meet your needs.
Jan. 15th, 2021
Adam Cullman, AL
This is by far the worst company I have ever had to deal with. First of all, there is not 1 American that works for this company. No matter how many times you call or what number you call it is always some foreigner working from home. My hot water heater was messing up back in September and I paid the $100 service fee to have them send a contractor out to fix it. Contractor replace a few pipes and said it was good to go. Now in December, I have been out of hot water for 2 weeks because the hot water heater has completely stopped working because it was never repaired properly the 1st time. After waiting 2 weeks with no hot water right before Christmas, the contractor shows back up to my house to replace the hot water heater. As he is getting is stuff out of the truck, he informs me that I owe $850 before he can do anything. I was completely outraged because this was the first I had heard of it. I told him there is no way I can pay that especially 2 days before Christmas. So he leaves and I still don't have hot water........I've been paying them $60 a month for 6 years and can't get my hot water heater replaced. DO NOT EVER USE THIS COMPAY!!!!
5 years ago
Reply from American Home Shield
Hi Adam,
I hate to hear about your most recent experience to have the hot water heater repaired. I would be glad to speak with you and get the issues resolved.
I hate to hear about your most recent experience to have the hot water heater repaired. I would be glad to speak with you and get the issues resolved.
Jan. 18th, 2021
Greg ,
Had company for 3+ Years. Sometimes have to have repair guys come back twice. My last repair on ice maker started 3 months ago i had 4+ service companies came out 3rd one said would order part 1 month later he said he was looking for part number, last guy said need freon but he does not do freon. I asked AHS for manager. They said manager will call back in 24 hours and i wanted to get my own person to fix. 2 weeks later still waiting for call back. Long hold times. Operators that talk to you dont care about how many months and techs not knowing how to fix unit. I paid 209.00 out of pocket and asked for a refund due to 4+ service people of theirs that could not fix for 3 months. I canceled contract they charged me a 54.00 cancelation fee. They offered 2months free or 2 service calls to stay, im done no way, worst service ever. Be careful this company does not care about their customers. I also called many times and was on hold for 20 minutes plus. I am a business owner in Agoura Hills CA. Shame on you AHS if my customer service was as bad as yours i would be out of business. very very upset customer!!! Greg
5 years ago
Derek New York, NY
My water heater burst on friday december 4th. I have an american home shield warranty so i created a service request through their website. In only a few hours i was assigned a plumbing company. According to my contract with american home shield the plumbing company has 48 business hours to contact me. During these 48 hours I was allowed to contact the plumbing company myself. I tried reaching out and leaving messages multiple times with no answer. I then reached out to american home shield for help and they also received no answers from this plumbing company. At this point they are required to assign me a new contractor to replace my water heater. I later found out through the plumbing companies website that they do not service my town at all, which leads me to believe american home shield does not vet the companies that they have in their network at all otherwise they would have known that this company does not service my town. The timeline stated in their contract is 24 hours to assign a contractor for your service request. I gave them ample opportunity and called multiple times to check the status of assigning my new contractor. During my phone calls i received absolutely no help from any of the customer service reps, dispatchers or supervisors i talked to. During one of these phone calls i was told that the contractor would be assigned within the next 4 hours. This did not happen so i called back about 5 hours from the initial phone call. I asked for a supervisor and asked if i was lied to when they said within 4 hours. He answered with "yes that was a lie". Over the next two days leading up to today friday december 11th i reached out to the company multiple more times and were given numerous arbitrary time lines that have all come to an end with no resolution in sight. After waiting with no help i called american home shield today and explained that they had breached my contract and i would like a refund for my policy or to have a contractor assigned immediately. The customer service rep informed me that they did not breach my contract but after reading the specific line to her she admitted that they had breached my contract and that i cannot receive a refund. She then gave me another arbitrary 4 hour timeline (the last time this happened i was Informed by a supervisor that their employee lied to me) This brings us up to the current time where we are in the height of a pandemic, during a new england winter and have had no hot water for a week. This is not only a hygiene issue but a sanitary one that plays a very important role in a house hold that contains 4 people one of which is an 8 month old baby and another of which is a pregnant woman.
5 years ago
Reply from American Home Shield
I hate to hear you were not satisfied with your experience with us and I would like to connect with you regarding it.
Apr. 2nd, 2021
MD Maple Heights, OH
***AHS: do not reply to this review saying you'd be glad to discuss the issue with me. If that's the case, you can call me. I've reached out enough and I'm not jazzed by the results. Here are my request #s:
--appliance: 35858507
--electrical: 39442657
Filed service request on 11/6, still no resolution. Appliance company has been here 3 times, each time they determine the issue is something different than they thought so they have to schedule another visit, but they have to go through AHS each time (they send a diagnosis report to AHS, and AHS gives them the OK to schedule another visit).
Meanwhile, on one of the visits, the appliance company determined at least part of the issue is electrical, so now we're trying to work with AHS on both an electrician and appliance company. We STILL haven't had an electrician come (it's been 33 days). We've been bounced between two electrical companies AHS has assigned. Both companies have been BARELY reachable by phone (the first not at all, the second just barely). I've spent over two hours on the phone with AHS trying to expedite the electrician visit to no avail. They were supposed to come today - by late afternoon I hadn't heard anything so I call them, and the electrician tells me his guys are on a job 30 mins away and getting to us is just too much of a drive. Maybe Saturday. Maybe Monday. What kind of service is that?
Back to the appliance company. It's been a week since the their last visit and no one had reached out to schedule the next (4th!) visit. Called them to see when they'd be back out, and they said AHS hasn't even communicated back with them. Mind you, I have been on the phone with AHS (regarding the electrical side of this same case) 3 times in the last week. Why didn't any of their customer service reps catch that there was an action item related to the appliance company and address it?! As another reviewer commented, the customer service is clearly outsourced resulting in major communication issues.
Between the appliance company, the electrician, and AHS, none of the parties involved seems capable of communicating with one another or taking initiative to get the customer's problem resolved. Each time there's the smallest issue or complexity, the process will stall and the customer will have to call AHS to jump start the process back up again. Even then, you may still be unsuccessful and find yourself having to call back again days later. Each time, you'll be on the phone 20-30 minutes and placed on multiple holds while AHS reaches out to the contractor to "verify" the information you've provided.
AHS does not care and takes no initiative to ensure your issue is resolved. Prepare to be frustrated, have your time wasted, and have your issue remain unresolved months later.
5 years ago
Abram Stroot Winchester, VA
Bottom Line Up Front: Custom Service is a ZERO out of TEN. Main issue is Representatives are outsourced overseas, leading to miscommunication between Customer and Representative and mischarges in favor of American Home Shield.
Others: $75 per home visit call per item (i.e.: Can't send a handy-man to repair electrical appliance and another (those are two calls or $150). Secondly, if you cancel early before the end of the 12 month contract, there is a $72 cancellation. Both the 12-month contract and $72 cancellation fee are in the small-print on their website, but are not explained to you when you sign up (because their employees don't speak English as their primary language).
Background: Cancelled service mid October after they correctly charged me my next-months $72 bill. The representative said she cancelled the next month recurring charge for mid-November and that another representative would call back to confirm (which never happened). Mid-November, I got INCORRECTLY charged another $72 for the recurring monthly bill that should have been cancelled. I called again and was able to cancel again and requested my $72 be applied towards my $72 cancellation fee (Representative said it would but his English wasn't good and he didn't apply it accordingly). Called three times since then and was finally able to get ahold of a native English speaking Representative who said she couldn't reapply those funds because the account was already closed. So it is going to an internal review and maybe I'll find out if I get this resolved OR if they just took me for$72 as a donation and still expect me to pay another $72 for cancellation fee.
BOTTOM LINE: WITH ALL THE HIDDEN FEES AND DIFFICULTY IN SPEAKING TO SOMEONE WHO DOESN'T UNDERSTAND ENGLISH, IT IS MUCH EASIER TO SUBCONTRACT PLUMBERS, ELECTRICIANS, ECT. FOR NEARLY THE SAME CALLOUT FEE!!!!
5 years ago
Swapnil Palod Kenmore, WA
I would give zero if I can. Reps do not know most of the time on how to resolve the case. I had a plumbing issue and they closed the case saying its a pre-existing condition. I asked them that it is covered part of the contract language then they do not have good answer for me other than someone in authorization department has denied the claim. I asked rep if a superior can talk and he said they will call you back. No one ever call and I have to call everytime and never get the rep. Horrible customer experience. They will essentially cover anything for which they dont have to pay more than warranty worth.
5 years ago
Dillon Santa Fe, NM
This is the absolute worst company I have ever had to deal with. There were so many things to complain about it would take me hours to write it all. What you need to know is they sent crappy contractors that don’t check or reply to calls or text. After waiting weeks for the contractor to show up I decided to call AHS. You can’t get anywhere with the representatives who barely speak English. They don’t allow you to talk to managers and won’t resolve anything. If I had a penny for every time one of their representatives told me they would call me back in 24-48 hours, well I wouldn’t need their service cause I would be able to buy a brand new fridge. After getting this line from them for three weeks straight and never once getting a call back, I decided to cancel. It was stupid of me to think cancelling would be easy. Not only do they try to pull the same 24-48 hour stunt and transfer you around countless times, but at the end they want to charge me $60 for cancelling. I would completely understand paying a fee if they saved me any amount of time, money or stress. Unfortunately all this company has done is caused me stress, countless wasted days and way too much money. This company is a bunch of con artist and if your considering getting their service, don’t.
5 years ago
Elsa Basile Nashua, NH
I would never buy a home warranty from this company again...service reps are limited in their ability to help, there is no escalation path available, and technicians can do as they please invoicing the service fee without ever calling and there's no accountability.
I called over a week ago to have some leaks fixed. I was told that a technician would reach out to me to schedule within 1 working day. That has yet to happen. I gave the technician 5 working days and finally called again Monday. I was told that someone would reach out to me the next day. Here we are and no one has reached out to me today. I called at 7pm to ask where my call was and the customer service rep said that they were able to contact the technician and that he would call me very shortly and to stand by my phone. I stood by my phone for 2.5 hours and no one called. I called once again just now and spoke with Sam. I explained the situation and assured him that I knew it wasn't something that was his fault and wanted to escalate to management. He told me his managers name was Diane but that he did not have a way for me to contact her. I need this issue escalated. My credit card was charged over a week ago for $125 to have someone come out. Sam said that it could not be reversed as the technician has already invoiced for the diagnostic...which naturally is a problem since no one has called to schedule this or come to the house. If I don't hear from someone ASAP then I will have my credit card company issue a stop payment on that transaction as the service that I paid for has not taken place.
5 years ago
Kimberly Miller ,
This company has fallen apart in 2020. I’ve been a customer for 10 years with 3 homes and now I call with a claim and have been getting the run around for 5 months. The repair guy who came said the issue can’t be repaired for less than replacing the entire unit and that he’d recommend a cash out. I’ve been waiting and waiting, calling and calling and the response I’ve been getting is “oh yes, we sent your info to the cash out department, they will call you with the amount.” I asked to talk to a supervisor when I haven’t heard back and was told “oh we can’t do that right now since we are working at home right now.” What?!
Cancel your accounts everyone. Or better yet, go with someone else for your home warranty. I’m giving them one week to call me with a resolution or I’m walking.
5 years ago
Philip Yoder Houston, TX
Whirlpool Gas stove went out on 11/3. AHS assigned Sears repair to do the work. Sears Tech said we needed a new wiring harness, igniters, and gas valve. The tech is who broke the valve on purpose while I watched. 2 igniters and the gas valve came to me. The wiring harness was never ordered. The third igniter is on back order until the end of December. Sear will not install the parts they sent until the third igniter arrives. I waived the need to install the 3rd igniter based on what Sears and AHS told me I could do. All agreed and appointment was set. Sears cancelled the appointment because they they refuse to install without the 3rd igniter. AHS refuses to make Sears do the repair. 21 days without a stove. AHS says that they can't take action until 12/3 (30 days by contract) In the last 3 years I have paid AHS $2340.00 not including the $75 call out charges. I will now, the day before Thanksgiving need to go but a new stove. Unfortunately I don't see how this can be reconciled. But I can't let it go without a complaint
5 years ago
JW Anaheim, CA
By far, the worst company on the planet. Do not allow a seller to purchase this warranty for you. We have had a sewage backup for over a week now. 5 days later and 3 phone calls to them, they promised every time to get back in 24-48 hrs, to no avail. This past 3 days, we have called every day. They promised "expedited service" and would call back within 4 hrs. That never happened. We had the same thing happen at our other home, same company. They are simply in the business of NOT honoring their warranty. Instead, they try to wear you out and make you give up, resulting in paying for the service yourself and being stuck with the bill. DO NOT PURCHASE A WARRANTY FROM THESE PEOPLE!!!!!
5 years ago
mike c Stanfordville, NY
I own a second home and decided to use American Home Shield to help avoid major costs of system/appliance breakdowns and also to protect me from being price gauged by contractors when they see out of state tags on my vehicle.. well.. that was a mistake... Last year my AC system stopped working and the circuit breaker kept popping.. I called /ahs, they dispatched the first contractor who diagnosed the problem, replaced a capacitor which seemed to work until the two months later when we arrived and the house was over 90 degrees.. we immediately contacted ahs who once again wanted another $133 service fee because this repair was one day beyond the 60 day warranty.. after several escalations they agreed to waive the fee.. sent the same contractor again who diagnosed the problem as a bad compressor... he explained that ahs would be Iresponsible to replace the compressor but the air handler would be my responsibility.. that was fine...the terms of the agreement were understood however, ahs refused to pay for the compressor and wanted another contractor to come and assess the situation which took almost a week ... due to the extreme heat we were unable to stay in the home , had to rent a motel room... and was only reimbursed for one day by ahs... once the new contractor was assigned, he rewired some stuff in the compressor and modified some compacitors to make the system work.. this lasted for only one month then the circuit breaker blew again... the second contractor came back and this time told me the circuit breaker was bad so he replaced it with an oversized breaker... The system immediately began to freeze up and he said to remove the filter.. net net.. the system/compressor was no good.. there gas was low but the contractor never did any diagnostics.. just patches.. I finally sought out a qualified AC company , they confirmed the freon and oversized breaker were both mistakes ... I purchased a new system and fired ahs.. They are not worth the money.. they are in business to make money which means patch not replace.. the solutions were not comprehensive or safe... they are not good.. run away!!!
5 years ago
Stan Barry Grants Pass, OR
do not get American home shield they are bad on service and take forever to repair our A/C we lost are A/C back in July 22 2020 it took until September to replace it the contractor that replaced it did not change it out with like kind and did a hack job on it cut off the old plunem with cut off wheels and the center devider between the supply and return ducks was 6" to low they filled the gap with duck tape did not have the conduit to hook up the elec. from where the old unit sat told me they were not electricians I had a 4x4 j box and the flex conduit and installed a tie in point for them for both control and power supply when it came to the gas line the old one did not reach as well and the gas burner nned the orface changed to a LP from natural gas and the did not have the kit for that as well it now 11-15-2020 we have had several nights below 32 and alot in the low 40s still no gas line or the burner changed out so take my advice do not use AHS the time you are out of A/C and heating you be better off hiring a better contractor and getting the job do right and a lot sooner
5 years ago
