American Home Shield Reviews
8.9
Overall Score
Cosonya Stephens Nashville, TN
Buyer beware...AHS has no consideration for your situation, they hold fast to your contract. The company has received my payments on time, quickly took my money for the service fee, but has felt no urgency to resolve my issue. My AC went out on Thursday, they didn't send a vendor until Monday. Temp inside my house has been 80° for 5 days now. They did not deem this an emergency so I could get my HVAC company that performs my biannual tune ups to come out(they would have fixed it Friday). Instead told per my contract, it says they have up to 48 hours(2 business days) to send a vendor. The vendor they sent out didn't fix the AC, nor did he give an ETA of when the part would be in. When I called the company to inquire when the part would be in, I have yet to receive a response back. Total disregard for customer service; AHS there are times when you need to put people over policy!!!
4 years ago
Reply from American Home Shield
Hi Cosonya,
Thank you for bringing the AHS issues about the HVAC system to our attention. I would be glad to speak with you to reach a resolution.
Thank you for bringing the AHS issues about the HVAC system to our attention. I would be glad to speak with you to reach a resolution.
May. 26th, 2021
kawther elmi Washington, DC
American Home Shield is a scam. They have no customer service. They use long hold phone calls to call centers in the Philippines and the Caribbean to apologize for taking money with giving you unqualified rude dishonest technicians. In my experience, I made service calls that were not serviced by the Technician AHS and was charged but not got the service, then I had to put on long holds and yet to receive the service or the money back.
All you will get from HSA is , I am so sorry customer service. If you are willing to send thousands of dollars, wait on calls for Billing or Customer Service supervisor to never answer your call or call you bac, receive service from technician who asks for cash money tip, or who do not show up because he does not work in the area but AHS fails to notice, have your credit card charged and not get your refund but pestered with "I am sorry and I am sorry"...AHS is you warranty company.
4 years ago
Reply from American Home Shield
Hi Kawther, thank you for letting us know about the concerns you have with your AHS experience. I'm sure it is frustrating that you were not able to reach anyone for a satisfactory resolution. I will be more than happy to speak with you further regarding this matter.
Jun. 1st, 2021
Jenne Neil Dallas, TX
Worst experience of my life with a company! I think that they just take peoples money and never repair anything. I’ve had to pay out of pocket for my garbage disposal and for my plumbing and now my pool pump is broken. I put in my request May 9 and they only have one contractor to service the whole Dallas Fort Worth market which is ridiculous. They said they cannot come out until May 26 which means by the time they get here my pool will be absolutely destroyed. I will have to drain it resurface it and get all new pool equipment. Which would cost about $50,000. All they need to do is hire a third-party contractor to come fix it or pay me out of pocket but they won’t. Because I cannot get anybody on the phone or anyone to help me I feel completely violated and completely helpless.
4 years ago
Reply from American Home Shield
Jenne, thank you for letting us know about the service experience for your pool equipment. We do apologize for the delays in being able to get a technician out to address your repair needs. I would be happy to speak with you to see if there is anything further, we can do to address this issue.
Jun. 2nd, 2021
DENISE J EDDY Northborough, MA
American Home Shield is a typical insurance company, take premiums each month; but hate to pay out a claim. I have been promised a supervisor at least 4 times. Never get a call back. Approved a claim for two central air-condition units. There service tech wants an additional $4,500 to put in the units, each. Why have insurance? Asked for the buyout, the 4 ton buy out is $1,200 and the 2 ton, $1,500.?????? Makes no sense, at all. They have put me on hold and then disconnect the call; then never call back. Today's call after 2:45 minutes; they put into a customer survey and then disconnected. I am totally discussed with the lack of service and professionalism. and I have two policies with these people for years. With no claims. Really!!!!!!!!!! Amazing, they can conduct business this way! Maybe small claim court. Limit in Massachusetts is 7.500. A case for both units?? Maybe! Should they not show, default judgement??? Maybe a good idea!
Denise
4 years ago
Reply from American Home Shield
Hi Denise,
I hate to hear about your most recent experience and the non covered cost to have the HVAC system replaced.
I hate to hear about your most recent experience and the non covered cost to have the HVAC system replaced.
Jun. 3rd, 2021
Claire Timberlake Capitol Heights, MD
Two months later and still have a hot water tank issue. First company that they hired to come out dismissed my concerns and said it was cartridges in the showers, not the tank, but they weren't authorized by AMS to look at the cartridges, only the tank. Took several weeks to get another company out, but they had to order the cartridges. Came out yet again to replace cartridges, but one was bad. Also, this company said it was not the cartridges, but the hot water tank 100%. But they weren't authorized by AMS to look at it. Company called to schedule a diagnostic for the hot water tank, but it will take yet another trip for AMS to authorize the repair. The issue is the way AMS writes up the work orders, and nobody has authorization to properly diagnose and fix the problems. SO MUCH MORE OF HEADACHE than calling my own plumbing company!
4 years ago
Reply from American Home Shield
Hi Claire,
I hate to hear about your most recent AHS experience to have to shower cartridges replaced. I would be glad to speak with you to get the issues resolved.
I hate to hear about your most recent AHS experience to have to shower cartridges replaced. I would be glad to speak with you to get the issues resolved.
May. 11th, 2021
mia blackwell-phills
Customer service reps are from are not Americans and fail to understand everything in the conversation so a lot is missed in explanation of questions customers have. They cover parts of systems (i.e., not all parts in a tankless water heater isn’t covered but they will tell you the system is covered). It’s not all bad, but your wait on the phone will be long and the coverage will be vague. It’s hit or miss.
4 years ago
Reply from American Home Shield
Hi Mia,
Thank you for bringing your most recent issues to our attention. I would be glad to speak with you to get the issues resolved.
Thank you for bringing your most recent issues to our attention. I would be glad to speak with you to get the issues resolved.
May. 11th, 2021
Micaela Brown Dallas, TX
Terrible customer service. 0/10 would not recommend. They sent out a contractor on two separate instances that didn’t complete their job properly. They did nothing about the situation and accepted no accountability. The first contractor came out to fix the water heater and left saying they couldn’t access it. I had another plumber come out and he fixed it in a matter of 10 minutes. The second instance, I had a $1,400 a/c put in after they recommended the whole thing be replaced. They failed to connect the a/c power to the thermostat. When I called to have someone come back out to fix it, they stated several times there’s nothing they can do. Extremely disappointed that I wasted time and money on this company.
4 years ago
Reply from American Home Shield
Hi Micaela,
I would be glad to speak with you to assist with a resolution to the issues experienced to have the air conditioner repaired.
I would be glad to speak with you to assist with a resolution to the issues experienced to have the air conditioner repaired.
May. 11th, 2021
Christopher Fuentes Burke, VA
I've had AHS for a few months, and just recently reached out for a simple question. The rep was not clear in their responses, and was put on hold several times. As I became frustrated with the lack of attention to my concerns, I asked about the process of cancelling, and had some questions about that process. I was then told I had to be transferred to a new dept, of course, and then lost connection when being transferred. AHS still proceeded with a cancellation despite never being redirected over to the proper dept. Within 2 days I was notified my account was closed and I had an admin fee I had to pay.
I then called back to get status on my account and then after being redirected 3 times to different departments, and giving my info each time, did they confirm my account was closed. When transferred to the last rep, she was still talking to the prior rep, and did not know I was on the call already.
AHS was more willing to close my account then resolve and try to keep a customer, despite a referral who signed up, which was my original reason for calling.
Keep in mind, this entire occurrence was outside of any claim/service request being filed. I have never filed a claim/sr with AHS, however, this horrible experience was a clear sign that, should I ever need to submit a claim or service request, it would be equally exhausting and was not worth my money to remain a customer.
Do yourself a favor and look elsewhere for your home warranty service.
4 years ago
Reply from American Home Shield
Hi Christopher,
I hate to hear about the contractors and customer service that you experienced to have claim repaired. I would be glad to speak with you to discuss the issues.
I hate to hear about the contractors and customer service that you experienced to have claim repaired. I would be glad to speak with you to discuss the issues.
May. 13th, 2021
Jane O. La Mesa, CA
NIGHTMARE. It has taken them 4 months to assess a simple shower leak and it is still not solved.
First, they tried to tell us it was a different issue that wasn't covered, so we went to get a second opinion outside of AHS, which diagnosed a different (and ultimately correct) issue, and we went back to AHS to have their "second opinion" contractor come out and confirmed that the independent contractor we hired was indeed correct.
Then AHS told us they couldn't fix it because of an access issue with the tile on the shower floor and that they wouldn't cover the removal of the tile and wouldn't fix it because of the access. So we removed the tile as agreed to by AHS, but they closed out the order on their end so when we called the AHS designated contractor to repair the leak now that the access was clear, he said he couldn't come out because AHS had closed the issue on their end.
The representative on the phone informed me that since they closed the case erroneously, I'd have to open a new case and pay the service fee AGAIN, despite the fact the issue was never resolved in the first place and it was AHS's error that the request was closed.
So now 4 months and three service call fees later, we are still calling AHS daily to do the repair job, and still have no shower. Between the service call fees and the monthly charge, I could have already paid someone to do the repair on our own.
A complete joke.
4 years ago
Reply from American Home Shield
Hi Jane,
I hate to hear about your most recent AHS experience with the companies that have serviced your home repairs. I would be glad to speak with you to get the issues resolved.
I hate to hear about your most recent AHS experience with the companies that have serviced your home repairs. I would be glad to speak with you to get the issues resolved.
Apr. 30th, 2021
Sarah Villa Park, IL
If I could give this company 0 stars I would. American Home Shield assigned a contractor who generated a false diagnosis on my A/C unit. They refused to share the documents and pictures taken on my property by Make it Right Heating and Cooling. After I complained about this contractor they wanted to charge me $100 for a second opinion. I have been without A/C for weeks, with a medical condition. Home Shield updated failed to service my A/C unit, after I purchase their best warranty and paid $100 for the tech to come out. This is consumer fraud because they have taken my money and won't deliver on their services. Their contractors are not objective and create false statements in their reports. American Home Shield supports this behavior because it gets them out of paying for any replacements.
4 years ago
Reply from American Home Shield
Hi Sarah,
I hate to hear about your most recent AHS experience to have the AC unit repaired. I would be glad to speak with you about the second opinion and options to reach a resolution.
I hate to hear about your most recent AHS experience to have the AC unit repaired. I would be glad to speak with you about the second opinion and options to reach a resolution.
Apr. 29th, 2021
DPhinney Houston, TX
I put in a service request for my pool on 3/28. I received an email from the vendor stating they were backed up and could not come til 4/12. My contract states the vendor will come out within 24 hours and this has always been the case in the past 9 years that I have been paying for this service. I researched the vendor and found horrible reviews about them on multiple sites and the BBB. I contacted AHS and requested that another vendor be assigned to my work order. I was told they were the only available vendor. A pool company that is located in another city 3 1/2 hours away from me is the only vendor available? I have no choice. By the time the vendor showed up I had already fixed what I was having an issue with but I asked the technician to check it just to be sure. So, to be clear there was nothing wrong with my pool at that point. I didn't stay with him at the equipment. Afterwards, he came and told me he didn't find any issues and left. I went out of town that evening for a couple of days and when I returned I went to check on the pool and noticed that my pool pump basket was left out and had been running. The pressure on the filter was low and now there was a leak at the plumbing to the filter. I contacted the vendor (by email because they do not answer the phone) and received the same email as last time. I put in a follow up request on line with AHS for the vendor to come back out. I received an email from the vendor stating that the technician said he didn’t remove the basket but they would send someone out in a week. I again contacted AHS and asked to assign a different vendor. They said they would assign a new vendor and escalate my request. This went on every day for a week and then AHS said that the original vendor had to come back because they caused the problem. AHS assured me we were on the schedule and they would arrive today between 8am-12pm. They didn't come. I emailed the vendor and they told me that I was not on the schedule that they canceled the follow-up visit a week ago and that there technician is positive he didn't leave the basket out and that someone else must have and I should ask around. NO ONE was at my house while I was gone and certainly no one removed the basket in my absence. I was lied to repeatedly by AHS everyday for a week! My pool isn't fixed so I went back online to AHS and put in a new service request and to my horror the same vendor was assigned. This has been the most frustrating and infuriating experience I have had with a company especially give that I have been a paying customer for NINE years.
4 years ago
Reply from American Home Shield
Hi D Phinney,
I hate to hear about your most recent AHS experience with the companies that have serviced your home repairs. I would be glad to speak with you to get the issues resolved.
I hate to hear about your most recent AHS experience with the companies that have serviced your home repairs. I would be glad to speak with you to get the issues resolved.
Apr. 30th, 2021
norsk53 Honolulu, HI
I received a contract for the combo plan from the sellers of my house. They needed to offer a contract because the house was over 30 years old and had some deferred maintenance. However, since we planned to remodel, we were not that concerned.
In year 1, we had 2 visits from plumbers to correct problems with running toilets and loud flushing. They replaced a lot of parts but never fixed ant of the problems. We had 2 visits from electricians for minor issues, such as a new switch. One of the electricians damaged a ceiling panel that we had to replace at our expense. He also refused to replace a non-operating ballast, claiming that AHS did not cover the replacement of fixtures. IOW, nothing to write home about.
We renewed into the second year at a slightly higher rate (it went from roughly $495 to $600. ) We had one electrician visit (replace a switch) and a plumber (same issue with the toilets). The plumber, however, turned out to be very good. He diagnosed the problem as excessive water pressure. We asked him to replace the water pressure regulator, which was OUTSIDE the house (and badly corroded). This cost us about $600 but it resolved the problems with the toilets. Since the regulator was outside the house, however, AHS would not cover it.
IOW, very little value for the money, and lots of exclusions.
The final straw, however, was that AHS auto-renewed the contract at a much higher rate (about 1/3 higher) with no notice to us. We also did not approve any auto-renewal. We spoke with a phone rep (remember, they called us, presumably to get us to renew!) and he said we could not make any changes to the contract because it had already been renewed. Total garbage. My next move was to file a credit card dispute for the payment they had charged to my credit card.
This is just my opinion, but I would say it’s ok to accept the contract if it is offered as part of a sale, but don’t expect it to cover more than a minimal amount of stuff because it has too many exclusions, such as $3000 for a refrigerator replacement. And by no means should you renew. Do NOT permit these guys to have your credit card number!
4 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. 16th, 2021
Ralph Garcia Cypress, CA
They send people out to look at the work needed and then to find out they can't perform the work and charge you the deductible . One has to submit payment before the work is done and the contractor gets to your home and charges for a "We're unable to perform the work because......." and they give you a lame excuse. Also because the company charges the increase of payment without even letting one know the reason why it is going up. After winning two cases thru my bank account i think they feel i am obligated because i won twice after my bank found it was wrong for them to charge for work not completed on my plumbing and other work not performed.
4 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. 16th, 2021
Sheila Johns Santa Monica, CA
The absolute worst company!!!! I have been dealing with a broken oven for over 2 years just to get refurbished system board which has been replaced 3 times now. I have a broken oven with no resolution and keep getting the run around from the group not to mention multiple people coming into my house with Covid-19 and have a very high risk person that if got Covid -19 would die. I also have 3 toilets not working and have been trying to get a vendor that actually knows plumbing…they send out vendors that do no shows, or show up say I need this part and never return nor return calls. This company should be shut down due to their business practices. I would not use this company, spare yourself the frustration, money and time!!!!!CROOKS!!!!!!
4 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. 12th, 2021
Nona Orlando, FL
I bought a house with this and also sold a house with this. Great decision - they didn't play games and they were responsive and prompt for appointments to schedule repairs.
4 years ago
Reply from American Home Shield
Taking care of our members is the main goal here at AHS. I am glad that you were happy with the work done. We look forward to servicing you in the future as needed. Enjoy your day.
Apr. 13th, 2021
David Barlow Williston, VT
THIS IS A SCAM...DO NOT FALL FOR IT! My "warranty" came with the house I purchased so I thought I would give it a shot and set up a service call. I paid my $100 deductible and set up a visit with a plumber. You are only allowed to include up to 4 items for each visit. NOTHING was taken care of. I was told I could only get the one thing (leaking garbage disposal) covered but to do so I needed to pay an additional $595 to replace the trap. Are you kidding me?!? I kicked the guy out of my house. Thankfully I used a CC for the $100 because I will be disputing the charge for not getting what I paid for. DO NOT SPEND A DIME WITH THESE GUYS!
4 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. 7th, 2021
Allen Elliott Cypress, TX
I've been with AHS for years. They've been good with most things but for some reason they can't seem to fix a refrigerator.
Several years ago I had an issue with a regrigerator that drug on for 10 months until I finally bought a new one. Never fixed the issue, just kept sending the same contrator out and they'd change a different part.
The rest of my service has been good until now. In October, we noticed that our refrigerator was leaking on the wooden floor in our kitchen. I opened a ticket and a contractor was assigned. The contrator came out a total of 5 times and replaced various parts First time it was the seal on the freezer but it kept leaking. Next they replaced the heating unit and coil in the freezer but it still leaked. Finally they replaced the coil and heating unit in the refrigerator and that seemed to fix the issue.
Six weeks later it started leaking again. Since it had been over 30 days, I had to open (and pay for) another ticket. Again a contractor was assigned. The contractor came out and decided that multiple parts in the refrigerator needed to be replaced. Once again the coil was to be replaced. That was on February 11th and as of now ( March 6th) the contractor has never come back out to install the parts.
My AHS ticket shows a status of "parts ordered". I spoke to the contractor and they tell me that they are waiting for parts from AHS. When I talk to AHS they say that the contractor should have the parts. Every time I call AHS, they tell me that they need to talk to the contractor and that they will get back to me. So far I have never received a return call from AHS and I'm still waiting on parts.
When I call AHS, I get a person in a call center and all they can do is read from a script. I've asked multiple times to have my issue escalated to someone who can do something about it but they just tell me that they have to talk to the contractor first. AHS is telling me that they haven't been able to get in touch with their contractor. My reply is that if they've been unable to contact their contractor for weeks then that's an issue and something needs to be done about it.
The net result is that with the exception of a 6 week period, I've had water leaking from my refrigerator onto the wooden floor in my kitchen and AHS hasn't fixed the issue.
I'm not sure why it seems to be refrigerators where I have issues with AHS. As I said, they've been good on most other thing but this is getting ridiculous.
4 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. 7th, 2021
Nita D.C. Baltimore, MD
American Home Shield is in bed with United Air Temp in Virginia. These 2 have been in bed together since 200o. At least, thats how far the complaints about them scamming AHS customers go back.
The scam goes like this: AHS doesn't want to cover your covered hvac problem, so they send out a sales rep ( not a service tech) to crawl around your system to find some reason why you need something not covered by AHS. Then comes the sales pitch. If you don't buy a whole new system or whatever UAT wants to sell you, you're toast anyway bc the bogus diagnostic report they send to AHS calls for items not covered.
Read UAT reviews, they all basically say the same thing. These are salesmen. I just thank goodness the sales tech didn't tamper with anything else while he was here.
When I tried to cancel AHS they offered another company to come out. That company ATR had horrific reviews. I can't let them in here to tamper.
4 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
chris Kaysville, UT
i had a pipe leaking bad in my upstairs bathroom and it was leaking to my basement so i called a plumber to fix it before it got really bad and then i called AHS to let them know about it and to see how i was to proceed and send the invoice of the charges to them since this was my first time having to call them and when i got in touch with a live person they told me that i had to call them first before any work was done and that they would not work with me on this and i was out of luck on getting any kind of reimbursement even though i have made payments to them when i signed up with them and and when i asked to talk to a supervisor they would not let me talk to one or transfer me to one so i told them i would like to cancel my contract if i can not use the services i have been paying for. and they could not even do that they took my number down to call me back for the cancellation doubt i get that call anytime soon
4 years ago
Reply from American Home Shield
I hate to hear you were not satisfied with your experience with us and I would lie to connect with you regarding it.
Mar. 22nd, 2021
Blake Aliso Viejo, CA
Absolutely horrible company. If you are thinking of getting a home warranty run from this company. I bought a home warranty in September. I bought their comprehensive package including my air conditioner. I had an issue with my air conditioner and they sent one of their preferred vendors out to look at it. They called me and said My sprinklers caused water damage to the unit and they were denying my claim. I called back to get a second opinion and the second person came out and said that there were missing parts ? The only reason the parts were missing was their first incompetent vendor removed the front panel. I then called to request my warranty be canceled and a refund. The representative told me that they would refund me one of the service call fees and cancel my policy within 10 days. I called back 20 days later, they said they had no record of my phone call and that my policy was not canceled. I requested to have them get the recorded phone call because I have all the documentation of the call. I spent over an hour on the phone with their representatives who then told me that I could not get a refund for the policy I purchased and that they would actually CHARGE me an administrative fee for canceling my policy. This is the most insane thing I've ever heard from the company. Absolute lowlifes and I would never do business again. Please choose any other warranty company other than them. Read their other reviews. Nobody has anything positive to say about them and I understand why now.
4 years ago
Reply from American Home Shield
I hate to hear you were not satisfied with your experience with us and I would lie to connect with you regarding it.
Mar. 22nd, 2021
Robert Heisler Daytona Beach, FL
I have been with AHS for 18 years and until the past 6 months have been satisfied, Now however I am going to cancel my membership due to their lack of positive response. I have been told there is not work order yet I have it in my hands. Then I am told the company that originally came out is not the company to repair and yet when I call the company that is supposed to come out they have no knowledge of any work order. When I call AHS and explain to I all I get,(if you can understand their broken and often incorrect speech) is the same info you were told before and so the cycle keeps repeating. I am going to cancel my membership. There has to be some company than AHS.
4 years ago
Reply from American Home Shield
Hi Robert,
I hate to hear about your most recent AHS experience. As a customer of 18 years it is our due diligence to correct the issues and speak with you to reach a resolution.
I hate to hear about your most recent AHS experience. As a customer of 18 years it is our due diligence to correct the issues and speak with you to reach a resolution.
Mar. 24th, 2021
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!
4 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!
4 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.
4 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!
4 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!
4 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.
4 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.
4 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.
4 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!!!!!
4 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!
4 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.
4 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.
4 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.
4 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.
4 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!
4 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.
4 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.
4 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.
4 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……
4 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.
4 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.
4 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.
4 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.
4 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.
4 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.
4 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.
4 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.
4 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.
4 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.
4 years ago
