American Home Shield Reviews
9.0
Overall Score
Sara Snatchko Pittsburgh, PA
First of all, they renewed my contract at a higher price without ever contacting me. Secondly, they sent a contractor with an "F" rating with the Better Business Bureau to my home. This is the second time they suggested a repairman with an "F" rating. When I refused to use this contractor, they only offered me $435.00 for a water tank and installation, which is less than I would have had to pay their crappy plumber out of pocket. (He wanted $450.00 for 'modifications.' The plumber I hired on my own is charging WAY LESS for what is basically the cost of installation) They refuse to give me an itemized explanation of why they're only giving me $435.00 for a job that will cost me over $1,000 to complete. Horrible, rude customer service! I asked to speak to a manager and they transferred me back to the switchboard. Twice. RUN! from this company!
6 years ago
Reply from American Home Shield
Hi Sara,
I hate to hear about your most recent experience and the AHS contract renewal cost. I would be glad to discuss the issue and reach a resolution.
I hate to hear about your most recent experience and the AHS contract renewal cost. I would be glad to discuss the issue and reach a resolution.
Oct. 2nd, 2019
Ali Hasan Las Vegas, NV
They know how to collect money but never fix or reimburse your cash-out. Had a slap pipe water leak, they sent contractor and charged me right away - The contractor told me they need to break slap, fix leak then put things back. Now the leakage is going on. He told me AHS will call you to discuss the process and I was I just need it be fixed ASAP. They didn't respond in 5 days. I called the contractor and he mentioned they sent the report and AHS should have called me already - I waited next day and I called warranty, they said they are waiting for the report. I told them, contractor sent you report already and they got mad. Anyhow, waited more days they called and offered some money but it is a lot and they cover less than 30% anyhow, I went ahead to fix it with another contractor for a lot less. Their customer care were lying and saying 700000 different stories and wait and wait. I haven't received any money and they sent an over charging contractor. I just called and they rep told me 3 different stories about my case so I requested to terminate my contract since it is a one way benefit I had to wait for 10 minutes and couldn't get this done yet.
If it is an authentic company with good attention they should have online forms for requesting cash-outs and contract terminations, etc. just similar to the ones they have for service request and auto payments. Rather than leaving us with between representatives lies and misleading. Bunch of thieves and can't comprehend how they are still in business
6 years ago
Reply from American Home Shield
Hi Ali,
I hate to hear about the delay in service that you have experienced to have the water leak repaired. I would be glad to speak with you and get the issue resolved.
I hate to hear about the delay in service that you have experienced to have the water leak repaired. I would be glad to speak with you and get the issue resolved.
Oct. 2nd, 2019
MaryAnn Topeka, KS
Requesting service was easy online! The plumber assigned was one of the top five in our city. I was very pleased. We are very happy with our AHS home warranty!
6 years ago
Reply from American Home Shield
Hi MaryAnn,
I am pleased to hear that you found the online portal easy to use. I hope you continue to enjoy American Home Shield and the contractors we provide!
I am pleased to hear that you found the online portal easy to use. I hope you continue to enjoy American Home Shield and the contractors we provide!
Oct. 2nd, 2019
Craig Glenn Huffman, TX
Can I give a negative review.
What a joke. DO NOT WASTE YOUR MONEY ON AMERICAN HOME SHIELD. They are absolute crooks that provide zero, ZERO, service or value. HVAC is supposedly a covered system and then when my zoned system quite working and I pay $75 for the service call the tech comes out and finds a motorized zone damper is not functioning. American home shield says that’s not covered. Can’t tell me why other than that’s not covered. Ask to speak to a supervisor and you get the “well call you back in 24 hours” oh wait it’s Friday so we’ll call you next week. In the meantime no AC unless I pay out of pocket! What a joke. I am filing with BBB and contacting an attorney. Why spend the money on an attorney when it only a few hundred bucks well it’s The principal of the matter now!
6 years ago Edited September 14, 2021
Reply from American Home Shield
Hi Craig,
Your concerns are understood regarding your most recent American Home Shield experience. I would be glad to speak with you about the replacement and delay in service.
Your concerns are understood regarding your most recent American Home Shield experience. I would be glad to speak with you about the replacement and delay in service.
Oct. 1st, 2019
Sarah Kerr St Louis, MO
I would absolutely NOT recommend AHS to anyone. We have been dealing with a claim since 8/19 and currently (9/29) it is still not resolved. We had a leak from and upstairs bathroom. The technician they sent out opened up the ceiling in the room below to try to figure out where the leak was coming from. He could not gain access from this point, so he went back upstairs (where he should have started in the first place) and gained access from the wall behind the shower. He was able to make the necessary repair. When he left he said he would keep the claim 'open' so that they could come back out to repair the drywall. When I called AHS to set up this appointment, they said the case was closed and they couldn't do anything.. leaving us with large holes in our drywall in two different locations in the home. We finally got the issue escalated and after days waiting and hours debating on the phone, we were able to have another company assigned to make the repairs. We were told the second company would reach out to us to schedule the repair... A week later we still had not heard from them, so we called them directly, They said they didn't have a work order from AHS. I called AHS back and again, after much time wasted on the phone, finally got it sorted out. When the company called back to schedule the repair, they couldn't come out until 4 days later.. at 6pm on Friday the 13th. The guy came out, did about 1/3 of the repair work (which was done improperly-- chipping and flaking off), and said he had to leave and finish another day. He only availability was the NEXT Saturday, the 21st. During the week leading up to the 21st, he called and canceled, saying he could come the NEXT Saturday, the 28th. The morning of the 28th he called and said he couldn't make it. At this point, I called AHS back again.. spent over 4 hours on the phone with them trying to figure out how to handle the situation. Each person we spoke with gave us a different answer- none of which made any sense. "there is nothing we can do but reschedule again", "we can close the claim", "you can pay another service fee for a new contractor" and many other responses which sounded as if they were being read off of a script. Finally, my husband was able to speak with someone who was slightly helpful, we thought (we later found out was actually just telling us lies to get us off the phone). He said he would send someone out the next morning to make all of the repairs and he specified that the work would be done to get the wall and ceiling back to the original condition. We agreed to this and waited for the worker to come out the next day (today, Sunday the 29th). At this point we have wasted many hours on the phone, had two inaccessible rooms in our home for nearly 6 weeks, and have spent our entire weekend sitting at home either waiting for a worker to show up, or being on the phone with AHS. When the worked started to pack up and leave, we asked when he would be coming back to finish the work (sanding and painting) and we were told that he would not be performing those tasks, and we needed to contact AHS. We called back multiple times today, and could not get anyone to give us an answer on when this will be done. Again, we received many different conflicting answers and have no idea what our next step should be. I have reached out multiple times and on many different platforms over the past several weeks, trying to get someone from CS to help, but cannot get a response.
6 years ago
Reply from American Home Shield
Hi Sarah,
Your concerns are understood regarding the drywall repairs that were completed. Per the contract AHS, returns access repairs to a rough finish. I would be glad to speak with you and get the issue resolved.
Your concerns are understood regarding the drywall repairs that were completed. Per the contract AHS, returns access repairs to a rough finish. I would be glad to speak with you and get the issue resolved.
Oct. 1st, 2019
brian walsh Jacksonville, FL
American Home Shield offers you the ability to call them to report a problem, however if it is a weekend expect to have to wait until Monday. My air conditioning broke and its in the 90's here in Florida. It was Friday night we called AHS and were told the contractors don't work weekends, despite the fact that nearly ALL ac repair people locally work weekends and emergency calls. The person I spoke with didn't have a good handle on English and it sounded like I was routed to another country as the conversation between us was not clear. I repeated issue several times only to have the AHS representative repeatedly ask me questions I had already explained multiple times. Many apologies as if they were a robot, but clear they wouldn't help us until at least 8 am Monday when the ac repair office opens. I wish I had known that before buying this home warranty. Buyer beware and do your due diligence as this customer won't be renewing their contract.
6 years ago
Reply from American Home Shield
Good morning Brian,
I hate to hear about the delay in service that you have experienced ot have the air conditioner serviced through AHS. I would be glad to speak with you and get the issues resolved.
I hate to hear about the delay in service that you have experienced ot have the air conditioner serviced through AHS. I would be glad to speak with you and get the issues resolved.
Oct. 1st, 2019
Ken Gargala Dearborn, MI
I had an issue with my furnace emitting carbon monoxide. I called American Home Shield who confirmed the Furnace needed to be replaced. They provided me with their estimate.
6 years ago
Reply from American Home Shield
Hi Ken,
Your feedback is more than appreciated. I hope you continue to enjoy your AHS home warranty and the contractors that service you!
Your feedback is more than appreciated. I hope you continue to enjoy your AHS home warranty and the contractors that service you!
Oct. 1st, 2019
Charles Roberson Indianapolis, IN
The company will not fix our home back to its original state. We ask them before they started the job if they would and they stated yes. When calling to see when someone was coming out to finish the job, they stated several times the could not find a contactor. When I called on Thursday 9/26/19 they stated they were not going to complete the job because we were at our limit of 1000.00 dollars for plumbing. Never once did they inform of of this. Three weeks had gone by before this information was given. Now my home is a reck and we have to find someone to finish the job. If I could give them a zero I would. Not exceptable to tell customer one thing and not follow through with it. Plus I feel they just taking peoples money monthly.
6 years ago
Reply from American Home Shield
Hi Charles,
Your frustration with the delay in service is understood. Also, I would be glad to speak with you about the denial and reach a resolution.
Your frustration with the delay in service is understood. Also, I would be glad to speak with you about the denial and reach a resolution.
Sep. 30th, 2019
Heather Buford, GA
We have had luck with minor repairs. When our water heater went out the company they send damages our ceiling and ignored us that was not their responsibility to fix. Then our AC went out. We paid the 75 dollar service fee plus 160.00 for a fix that lasted less than a month. The second visit from the company that American Home Shield contracts with came back out and it has been almost 2 weeks and the only communication we can get is if I call myself. I am well aware that parts can be overnighted and yet they told me 5-7 days in the summer. They give no help for hotel or pet boarding. I have 2 animals and a child. They have no concern for that. The fix will be 625.00 and they will only refund me the 75.00 service fee. The people you call to talk to are very scripted. They have a generic response that they repeat over and over to try and get you to basically stop calling. I have been with them for 7-10 years and pay my premium. They have no concern to try to help my family that has been without air for almost 2 weeks. I have never been so disappointed.
6 years ago
Reply from American Home Shield
Hi Heather,
Your patronage over the past seven years is more than appreciated. I understand the issues that have occurred to have the air conditioner repaired. I would be glad to speak with you and discuss the noncovered cost associated with the repair.
Your patronage over the past seven years is more than appreciated. I understand the issues that have occurred to have the air conditioner repaired. I would be glad to speak with you and discuss the noncovered cost associated with the repair.
Sep. 25th, 2019
Jeanna H Oak Park, CA
This company is nothing but FRAUD! I had my AC repaired on 9/20/19 which cost me over $800.00 to repair (which took 2 weeks to get them to come out because they were waiting for part from AHS) and after all that it was still was not working. I called on 9/20/19 to AHS because the service tech said my Evaporator Coil needed to repaired. The AHS lady I spoke to with the service tech said it was covered and he could repair it and did not need to change the original invoice. He needed to come back to repair as it was late. I got a call from his office stating when they called AHS they said it wasn't covered. So I called again and the person stated it wasn't covered. So on 9/21/19 I had to pay $550.00 for this repair. I had time on Sunday 9/22/19 to review my contract and in both the heating and AC section is states the Evaporator Coil is covered.
COVERED: Ducted electric wall air conditioning systems – Water evaporative cooler systems – Costs related to freon recapture – Ducted electric
central air conditioning systems including: condenser; metering devices (i.e. thermal expansion valves); furnace transition; evaporator coils and
drain lines; air handling unit; air handling transition; secondary drain pan and lines; and refrigerant lines are covered.
So I called on 9/22/19 to AHS and spoke to a guy who agreed with me that it was covered and was going to talk to his supervisor and I would get a call on Monday 9/23/19. Of course that never happened. I called today (Tuesday 9/24/19) and was told it does say it is covered but not for any cleaning under section H.
H. LIMITATIONS AND EXCLUSIONS
7. AHS is not responsible or liable for repair of conditions or replacement caused by chemical or sedimentary build up, misuse or abuse,
failure to clean or maintain, missing parts, structural changes, fire, freezing, electrical failure or surge, water damage, lightning, mud,
earthquake, soil movement, storms, accidents, pet damage, pest damage, acts of God, or failure due to excessive or inadequate water
pressure.
I cannot clean this area only a hired AC Tech could. The tech cleaned and repaired this part.
These contracts are misleading to the consumer and I plan on filing a consumer complaint against AHS.
6 years ago
Reply from American Home Shield
Hi Jeanna,
I hate to hear about your most recent experience and the noncovered cost paid to repair your air conditioner. I would be glad to speak with you and assist to reach a resolution.
I hate to hear about your most recent experience and the noncovered cost paid to repair your air conditioner. I would be glad to speak with you and assist to reach a resolution.
Sep. 25th, 2019
Philip Bowers Tampa, FL
WARNING DO NOT USE THIS COMPANY
Our Air Conditioner quit working on 5 September Thursday, we called our warranty company American Home Shield (AHS) and the soonest an ac contractor could come out to check out the problem was 7 September Saturday. We live in Tampa Florida and it is hot!! The tech came out and replaced a transformer in the air handler and then said oh it must be the printed circuit board (mother board) because he could not get it to work. The Tec left and said he would submit the repair to AHS for approval. The tech called us on Sunday 8 September and said AHS needs more information to approve repair. He said he would be at our house to take pictures of the air handler at 9 am Sharp Monday 9 September! After 930 am with no Tec we started calling the Tec and his company Comfort Pro of Tampa. After many calls the Tec showed up between 5 and 6 pm. He got the pictures and information he needed and stated AHS would contact us with approval/disapproval. Tuesday 10 September we called AHS and spoke to Jason in the Philippines and he stated we would know in 24/48 hours. It is now Sunday 15 September and we have not heard if our AC will be repaired. The AC is an older model and has been served regularly. Five days since last call to AHS and still no communication to tell us if the repair will happen or not. We have been with AHS a long time and would expect someone to reach out to explain the approval delay. No temporary AC offered from Comfort Pro or AHS. These are the facts. You can Google Tampa temperatures over the dates 5 September to present to view how hot it is here.
From American Home Shield:
Thank you for providing your property address for account verification. We apologize for the delays you're experiencing with your A/C service request. We have spoken with Comfort Pro today and they have assured us that their diagnosis report will be submitted for approval today. Once the diagnosis is submitted and processed you will be contacted by a representative at American Home Shield to discuss the diagnosis and coverage for your service request.
Us
Comfort Pro told me on the 10th the information was submitted to American Home Shield. They had all information on the 9th of September. This length of time and lack of communication between your company and Comfort Pro and us is unacceptable! I'm replacing the AC . 11 days and counting is a long time with out AC in Tampa Florida.
My wife Arlene Bowers: Frustrating and uncomfortable is putting it mildly. I have been diagnosed with COPD so this request for repair was not for "comfort" it was better breathing purposes. SHAME ON YOU American Home Shield !
From American Home Shield
Hello Arlene,
Thank you for sharing your feedback. Are you a customer in need of assistance? If you are need of any assistance with a recent request, please feel free to send your full property address including zip-code to us via direct message, and we will be happy to assist.
My wife Arlene Bowers:
Are you seriously asking me this question? 12 days and counting.
To date no response.
6 years ago
Reply from American Home Shield
Hi Philip,
I hate to hear about your most recent customer service experience and delay in service to have your air conditioning system repaired. I would be glad to speak with you and reach a resolution.
I hate to hear about your most recent customer service experience and delay in service to have your air conditioning system repaired. I would be glad to speak with you and reach a resolution.
Sep. 23rd, 2019
Thomas Ashley Spartanburg, SC
Microwave stopped. Filed claim with AHS 5 wks ago. Repairman came out - said he needed parts. Ordered parts and then returned when they arrived. Repairman said wrong parts were sent and ordered new parts. Second set of parts came so I called AHS to finish repair--first date available 10 days later. Repairman came yesterday used second set of parts to repair.
Checked microwave and not working. was able to reach repairman and he verified oven not working. He stated microwave cannot be repaired. AHS wants repairman to return to try repair again. This will be the fourth time repairman has been here. So 5-6 wks have gone by with no working oven and repairman to return a 4th time for something he states cannot be fixed and needs to be replaced. AHS operators cannot escalate issues to management or supervisors. Company practice is remain insulated from its customers.
6 years ago
Reply from American Home Shield
Hi Thomas,
Your frustration regarding the microwave repairs is understood. I would be glad to speak with you and assist with a resolution to resolve the issue.
Your frustration regarding the microwave repairs is understood. I would be glad to speak with you and assist with a resolution to resolve the issue.
Sep. 23rd, 2019
Greig Johnson Greeley, CO
I have been very pleased with AHS. Service is timely and their service companies have always done a fine job. We are very happy and would recommend to all.
6 years ago
Reply from American Home Shield
Hi Greig,
Your positive feedback to American Home Shield is more than appreciated! We hope you continue to have a great experience.
Your positive feedback to American Home Shield is more than appreciated! We hope you continue to have a great experience.
Sep. 20th, 2019
C. Simpson Roseville, CA
I called in for two ceiling fans, one that was humming loudly and the other stopped working with the remote control. The tech came out looked over both fans and stated neither fan was covered under the warranty. I understand the humming noise but what about the non working remote and transceiver for the other fan? I read the contract a week later to see that is states "10. CEILING FANS
COVERED: All components and parts". Then why wasn't my OEM equipment replaced per the contract? It was due to the worthless vendor who only reported the humming fan, not the remote issue. He then lied to us that the remote/receiver for the fan was not covered. American Home Shield then would not do anything other than take my money and deny my claim. Going to cancel my contract and find a better Home Warranty Company.
6 years ago
Reply from American Home Shield
Hi C. Simpson,
I hate to hear about your most recent customer service experience and the coverage that AHS provides. I would be glad to speak with you to discuss the issues that you have experienced.
I hate to hear about your most recent customer service experience and the coverage that AHS provides. I would be glad to speak with you to discuss the issues that you have experienced.
Sep. 19th, 2019
Rodolfo Becerra/Omar Becerra Rowland Heights, CA
As of Sept 18, my review is still the same...NO STARS AT ALL!!! I tried dealing with the person who contacted me but got nowhere!!! On something so simple as providing a physical printed policy, they can not do it because their statement is that they will not send another duplicate of the policy. My argument is that I never even got the original in the first place!! Their argument is that we can download a PDF of the policy on their company site. I bet they didn't have any trouble charging for that policy at all, they must've gotten paid immediately or they would be calling me. I just hope that if we ever need service during this one year, we won't get the running around and the lack of service we've gotten so far. One thing is for sure though, WE WILL NEVER RENEW OR DO ANY BUSINESS WITH AMERICAN HOME SHIELD AGAIN, after this year we paid. If we paid for this plan, the least we should be able to get is a written policy not a direction to get it from their webpage and print it ourselves.
I wish I could somehow make their bad customer service and poor policy practices known to the public especially those in the real estate business, so they will be aware of what to expect before getting into this company for business and take their business somewhere else!!!
6 years ago
Reply from American Home Shield
Hi Rodolfo,
Your concerns are understood regarding the delay in service to receive a copy of the policy. I would be glad to speak with you and look into the issues to reach a resolution.
Your concerns are understood regarding the delay in service to receive a copy of the policy. I would be glad to speak with you and look into the issues to reach a resolution.
Aug. 27th, 2019
Thomas Andalusia, AL
American Home shield does only one thing good, and that is covering what they say they cover. When it comes to hiring people that get the job done in a timely manner, they do not have that. When it comes to good communication, they do not have that. I have had several work orders been placed an completed in the last year and a half. Never have been done in under a month. This past week I put in for someone to come look at my ac unit as it had stop working, mind you its been 98-100 degrees this week. After two days of no one contacting me., I checked the website an it said that I had no active work orders. Turns out the company they contracted didn't work in my area, so what happens? they canceled the work order. They did not notify me, and second did not contract someone else to come do the job. while i'm stuck sweating at night because they failed to do a simple task. They really need to get a handle on the type of companies they hire to do the work. Most are not Professional and most times it turns out to be a one man show. If they are the best rated id hate to see the others.
6 years ago
Reply from American Home Shield
Hi Thomas,
I hate to hear about your most recent customer service experience and the coverage that AHS provides. I would be glad to speak with you to discuss the issues that you have experienced.
I hate to hear about your most recent customer service experience and the coverage that AHS provides. I would be glad to speak with you to discuss the issues that you have experienced.
Sep. 19th, 2019
Beth Amelia Court House, VA
After being with AHS for almost 2-years I placed my 1st service call on my refrigerator, ice maker a solid sheet of ice not working, in early June, a repair company contacted me within a couple of days but it would be 2-weeks before they could give me an appointment. 1st appointment a tech informs me he would need to order parts which would take another 2-weeks. (Not sure where they are getting their parts from but I can have parts for anything in 2-days) So the part comes in and another tech comes out and replaces what they say is the problem. Leaves without removing the ice from the ice maker but the problem is solved according to him. After we removed all the ice it seemed to be working o.k. for about 10 days then the same thing happened. So I contact AHS again and they send a different company, this tech fools with the computer settings, removes the ice from the ice maker and says the problem is fixed. I noticed the items in my freezer were not as cold as they used to be, he had lowered the temp settings that's all. Early September the ice-machine is again a solid sheet of ice. Contacted AHS with the problem and they informed me I would have to pay and additional $100 deductible for them to send yet another repair company to fix the exact same problem that was never fixed to begin with, just a band-aid put on it to make it look good. Enough so I requested to cancel my policy at which time they offered to send a tech without the deductible, should have done that to begin with. Then I was informed they are going to charge me an additional fee to cancel they policy.... Beware they make everything sound really good to get your business but when it comes to getting the job done they fall really short. Hard to get a person on the phone, say that all customer service personal is in the U.S. but every time I called I was connected to a group outside the U.S. (I ask) that I had trouble understanding until I requested to cancel.....
6 years ago
Reply from American Home Shield
Hi Beth,
Your concerns are more than understanding regarding the delay in service to have the refrigerator ice maker repaired. I would be glad to speak with you and get the issues resolved.
Your concerns are more than understanding regarding the delay in service to have the refrigerator ice maker repaired. I would be glad to speak with you and get the issues resolved.
Sep. 19th, 2019
Noella Tyler, TX
After my a/c was diagnosed in a timely fashion, AHS was to have ordered a compressor on 09/05 per an associate. I found on 09/09 that it was ordered on 09/08 with a delivery date of 09/11. My ac was repaired in the am of 09/12. I found the ac repairmen was timely and AMS was not.
6 years ago
Reply from American Home Shield
Hi Noella,
Thank you for sharing your most recent American Home Shield experience with us! I am glad to hear that the AC has been repaired and hope we can continue to service you.
Thank you for sharing your most recent American Home Shield experience with us! I am glad to hear that the AC has been repaired and hope we can continue to service you.
Sep. 18th, 2019
Sandy Dallas, TX
Terrible customer service! First of all, they barely speak English and secondly will continue to put you on hold or even "accidentally" hang up on you! Our A/C went out and AHS hired a company to come out and repair it. The contractor came out the next day, thought he repaired it, but did not. I called again and the same contractor came out the following day and decided that the compressor needed to be replaced. He was trying to submit the diagnosis to AHS all day and their systems were down. When he was finally able to get it to them, they approved him to order the part. However, they would not allow him to expedite the part, which my husband and I would have gladly paid the difference! 6 days later, we're still waiting on the part and have paid over $600 in hotel stays! I called AHS and they will not reimburse us for the hotel stay. Had I know it was going to cost this much money in hotel stays, I would not have gone through AHS and hired someone myself who could have repaired it immediately! We will not be renewing our contract with AHS!!!
6 years ago
Reply from American Home Shield
Hi Sandy,
I understand your concerns regarding the delay in service that you have experienced to have the air conditioner system repaired. I would be glad to speak with you and assist to reach a resolution to have the compressor replaced.
I understand your concerns regarding the delay in service that you have experienced to have the air conditioner system repaired. I would be glad to speak with you and assist to reach a resolution to have the compressor replaced.
Sep. 17th, 2019
Theresa M Valley Village, CA
Only giving one star because zero or negative is not an option.’
I’m convinced that any positive reviews are written by the company.
I’ve had three claims and all were denied. The first was for a minor repair to a dryer. The baffles inside the drum had come off - the dryer is a few years old, but well maintained. The repairman spent less than a minute looking at it -then tried to play with my dog - said no problem “I order parts and come back” (heavy Russian accent ). A week goes by, no answer, i finally call AHS (after a long wait on hold)i’m Told the charge is denied due to “improper use” - i’m One person living alone, nothing more than regular clothes was ever put in the dryer.
I bought the parts and fixed it myself for less than $50.
Second call - my LG frig stops working - first tech has and i quote here “never seen a built-in frig” i waited three days for AHS to call me - they insist on sending another tech. no response for days, appt set - never shows, yet another tech - this one now claims the frig had a pre-existing condition...it’ll be $1500 to fix. I relented and paid it since i needed to get it fixed and be done with it. This repairman shows up late for the appt (at 8P) because he was sent out alone it takes him 2 hours to get the frig out, and another 3 to fix it - yes he finishes the repair at 1:30AM, but can’t get it back into the cabinet - so now a week later the frig is still not back in place (he missed the 2nd appt to get it back in).
Third call - pool pump goes out. My regular pool guy tells me it’s due to age -pool has had regular weekly service without issues for years- AHS sends their tech who tells me that yes the pump is bad - but because it’s been “leaking for years” it has a pre-existing condition so it won’t be covered. Mind you this is not what he writes in his report, no word for four days - tho the website states that the “parts are on order” i call the tech to find out when they will have the part - tech never returns calls. Two hours later i receive a call from AHS (YUP!) denying the claim due to pre-existing condition = again this pump was working just fine with no leaks or issues the week prior.
Several of the repairmen flat out told me that they are penalized if they don’t find a reason to deny the charge. The tech/repairmans’s office literally make up excuses (improper usage and/or not maintained properly and/or pre-existing condition.
The so-call Customer service is useless - they do nothing and are horrid at returning calls. Wait time on hold is hours - they basically leave you on hold until you give up and just hire a legit company to fix your problem.
Save your money, get a real company and have your appliances fixed correctly.
6 years ago
Reply from American Home Shield
Hi Theresa, Your concerns and frustration are understood regarding your AHS experience and the service requests that were denied. I would be glad to speak with you and get the issues resolved.
Sep. 16th, 2019
AC Not Fixed for 5 Months/Chronic Health Condiion Herndon, VA
Too bad I don't drink alcohol, this is a 6 martini story as well When I originally signed up with AHS, I had a few minor appliance and AC problems over the span of a couple of years. I had no problems getting a qualified American Home Shield contractor to fix whatever was wrong.
In June 2018 my air conditioner had a problem with the unit freezing up. I called and got a technician to come out and they said something was causing the pressure to be low, so they did some cleaning and said it should work. Two months later at the beginning of September 2018, it stopped working again. Same issue, freezing and making a grinding noise.
Fast forward to April, 2019, I called about the AC not working and also stated that I wanted a Spring Tune Up as specified in their website.
The company who came out for the cleaning and repair said there was the same problem from the previous year and that they didn't do the Spring maintenance on split systems.
Long story, in mid April 2019, and 3 contractors later, including several visits from the same contractor who kept replacing just about every part on the system as well as cleaning of the fins, acid wash of the coil, etc. So from April to now, I still do not have a working AC unit. I had to stay in a motel for a week in July, got dehydrated twice and went to the ER, due to the heat and a chronic medical condition I have. I finally decided I wanted a payout since I waited for them to get replacement parts for another 6 weeks after company 2 finally diagnosed that the AC needed replacing.
I spent hours on the phone with people from customer service reps to supervisors. Never got a straight answer. One supervisor told me that what other supervisor said was not true on a previous call.
Last, four weeks ago I got a call saying a check was going to be mailed to me in a certain amount so I could get my AC fixed by someone else. She said I would receive a check in 7-14 days.
I found out yesterday that I have to get the work done first. Again not mentioned by the person who said they would be mailing me a check. If I had the money why wouldn't I have already gotten it fixed?
I was patient until the last two months of this fiasco. I repeated my problem over and over, asked for status on repairs, probably called over 50 times in 4 months. Different stories, no resolutions, money and health problems ensued due to my inability to handle the heat when I was home to spending money in the ER and for a week long hotel stay. Unbelievable.
6 years ago
Reply from American Home Shield
Hi,
Your concerns and frustration are understood regarding your AHS experience and the delay to have the air conditioner repaired. I would be glad to speak with you and get the issues resolved.
Your concerns and frustration are understood regarding your AHS experience and the delay to have the air conditioner repaired. I would be glad to speak with you and get the issues resolved.
Sep. 16th, 2019
Rhonda Casey Glenview, IL
Horrible. The service providers they send out seem trained to con you. Here is my story September 2019 in detail for which AHS has told me they will not reimburse me for the $75 charge.
Original problem: Both outside AC units AND inside fan are running BUT there is no air coming through the air vents in the house.
We were given instructions to turn off the AC unit 24 hours prior to a visit from Rush Heating and Cooling and was given a window of service between 2 - 4 on Tuesday September 10th.
There was a problem with this service call from the beginning. Here is a summary of the issues that we faced on September 10th.
1. Rush Heating and Air did not show at the appointed window of service nor did they communicate with me any issues concerning their tardiness.
2. Therefore, I called Rush at 3:53 to ask when service would be provided. I got an answering machine so left a message for them to call me as soon as possible. I followed up with a call to AHS too, but was told that the computers were down.
3. I called Rush again at 4:41 and did get someone on the line who told me that there was a lot of traffic and that is why they were late.
4. They finally arrived around 6, two hours after my window.
5. They said the freon levels were at about 50% and needed approximately 2 pounds of freon gas which would cost $180
8. They said that the unit was too small for the place and that was why the air was not circulating properly and a new unit was needed that could support the square footage of the building, yet the other 100+ townhomes in the community have the same unit.
8. I was billed $75 for a service call which did not fix the problem.
The AC unit was turned back on after the workers left. It did in fact cool the house and the air flow returned only to stop working again on Thursday September 12th.
As a result, I called in Azzo to assess the AC unit and here is what they found:
1. There was ice built up around the pipes outside and that prevented the proper airflow through the house. This was due to a freon leak in the system.
2. This would have been detected had Rush Heating and Air instructed me to turn on the AC unit one hour prior to their arrival.
3. Freon was down by one pound not two. Rush bold faced lied.
4. I was billed $100 by Azzo Air for the service call and freon,see attached.
Thankfully, the unit is now working.
It is my contention that due to the poor, dishonest and non-existent service offered by Rush Heating and Air, that I should not have been billed the $75 fee. Furthermore, That AHS should cover the costs of Azzo Air to fix the problem as part of the Warranty that is offered to new home buyers. Afterall, this is what the warranty and insurance is supposed to provide.
I should be at a minimum refunded the $75 service charge and a check to cover my out of pocket expenses for Azzo Air for $100, which totals $175.
Sincerely,
Rhonda Casey
6 years ago
Reply from American Home Shield
Hi Rhonda,
Your concerns and frustration are understood regarding your AHS experience and the delay to have the air conditioner repaired. I would be glad to speak with you and get the issues resolved.
Your concerns and frustration are understood regarding your AHS experience and the delay to have the air conditioner repaired. I would be glad to speak with you and get the issues resolved.
Sep. 16th, 2019
K.W. Wagner Montgomery, TX
I had a warranty with American Home Shield for 4.5 yrs. During that time I had a couple of times that I needed to use the warranty for small items like replacement of a garbage disposal or a leaking toilet. They covered these small items but, when my AC went out and had to be replaced, NO COVERAGE! When I had sewage backing up in my home due to my septic system being blocked, NO COVERAGE even though when I initially signed up with them they said that I was covered but since I did not contact them when the contract was renewed automatically each year; they did not continue my septic coverage so NO COVERAGE! I cancelled my contract with them and they charged me an "administrative fee" to cancel the contract! I called to dispute this and was advised to pay the fee or it would go against my credit! I've paid American Home Shield for the last time! I would not recommend them to even my worst enemy! Good riddance American Home Shield! I hope you got all the money from me that you wanted. Never Again!
6 years ago
Reply from American Home Shield
Hi K.W. Wagner,
Your patronage for the past four years is more than appreciated. I understand the concerns regarding your most recent American Home Shield experience and the issues that have been experienced to repair your air conditioning system. I would be glad to speak with you and get the issue resolved.
Your patronage for the past four years is more than appreciated. I understand the concerns regarding your most recent American Home Shield experience and the issues that have been experienced to repair your air conditioning system. I would be glad to speak with you and get the issue resolved.
Sep. 12th, 2019
Novosel Downers Grove, IL
We are new to American Home Shield and will not be purchasing another year. We requested our air conditioner to be serviced because it was slow to cool. It took three weeks for a technician to come out, parts to be ordered and them to return. Upon return, the air was completely broken and cannot be turned on (after paying 1600 dollars out of pocket for necessary “modifications “). It has now been 85 degrees in our home with small children for two weeks and we are still getting a run around from American Home Shield. They have been sitting on an authorization for 6 days and we are still waiting. We are still waiting. Save your money! At this point, the warranty is more trouble than it is worth.
6 years ago
Reply from American Home Shield
Hi Novosel,
I understand the concerns regarding your most recent American Home Shield experience and the modification cost that was paid. I would be glad to speak with you and get the issue resolved.
I understand the concerns regarding your most recent American Home Shield experience and the modification cost that was paid. I would be glad to speak with you and get the issue resolved.
Sep. 11th, 2019
Angie Medina Aurora, CO
My AC broke down and it took a week to get a service visit, then it took another week for them to get the part because American Home Shield apparently has to be the one to order the part and then mail it to the service provider. This is ridiculous! I can’t imagine having a baby in the house, my bulldog can barely take it and stays in the basement fresh. I can’t imagine this happening in the winter with my heater. Which actually, it did sort of happen. They said they couldn’t come out until the following week and I told them my house was 44 degrees. They said unless it was 40 degrees it was not considered an emergency. I had to argue on the phone for an hour to get them to make this an urgent service.
6 years ago
Reply from American Home Shield
Hi Angie,
I understand the concerns regarding your most recent American Home Shield experience and the delay in service to repair your air and heat system. I would be glad to speak with you and get the issues resolved.
I understand the concerns regarding your most recent American Home Shield experience and the delay in service to repair your air and heat system. I would be glad to speak with you and get the issues resolved.
Sep. 11th, 2019
Karen Walker Colorado Springs, CO
Since purchasing this warranty I have filed only two repairs but on the same service call. The contracted company came out and repaired one of the appliances but said they didn’t have a work order for the second appliance. I called AHS while the technician was still at the house only to he told yes it should have been for both but only one of the work orders was received by the assigned contractor. They assured me it would be remedy very quickly and a service call would be scheduled for the second appliance. After six weeks of calling and being told they’d call me back after they reached the provider I cancelled my contract. The excuses they gave were ridiculous “the contractor is closed for the day at 1PM in the afternoon or the contractors email is down, etc.” My experience with this company was worth negative 5 stars but unfortunately that wasn’t an option. I was lied to, promised call backs, disconnected so many times I lost count and canceling my contract was even made difficult by employees who suddenly lost the ability to understand English. My advice to anyone looking for a home owners warranty - look elsewhere as this company will happily debit your account monthly without fulfilling their end of the contract.
6 years ago
Reply from American Home Shield
Hi Karen,
I understand the concerns regarding your most recent American Home Shield experience and the delay in service to have the refrigerator and dishwasher repaired. I would be glad to speak with you and get the issues resolved.
I understand the concerns regarding your most recent American Home Shield experience and the delay in service to have the refrigerator and dishwasher repaired. I would be glad to speak with you and get the issues resolved.
Sep. 9th, 2019
Jon K New Albany, OH
I signed up for AHS earlier this year and finally cancelled my subscription to them today, after a very frustrating experience. My issues with my air conditioner service request are as follows:
1) They took longer than promised to schedule the service call. Not a huge deal, but not a good start for my first service request.
2) We knew in advance that Freon isn't covered. Our system needed $300 worth of Freon in addition to the $100 deductible for the call. We decided to put sealant in with the Freon to reduce the chances of it leaking again. The technician charged me $500 for 2 packs of the sealant. This is where the real issues started.
3) After the tech left, I checked internet pricing for the sealant (he had left the package, so I knew what I was looking for). Going rate per pack is $50 to $60. I understand companies need to make a profit, but marking up your cost 5 times is ridiculous. This is really a side issue, but important.
4) I submitted my invoice to AHS for claim reimbursement for the $500 sealant charge. I knew I wasn't going to be reimbursed for the Freon - no problem there. But the sealant - even at the exhorbitant markup - was still cheaper than replacing the guts of the A/C unit, so I felt like AHS would gladly pay for a lower cost repair.
5) I contacted AHS 4 times for status of my claim reimbursement. Every time, it was 15 to 20 minutes on the phone, and every time they promised to check on it and get back to me in one business day. Not once did they call me.
There are a few points to think about: Economically, it's questionable if paying $58 per month, and then the $100 deductible per tech visit and who knows how much for uncovered items is actually cheaper than paying as you go. But in the end, it was the broken promises from AHS that finished them for me. I can put up with a certain amount of bad news. But when someone doesn't do what they say they will do - 4 times, with at least 3 different people - I decided this isn't a company I want to do business with.
6 years ago
Reply from American Home Shield
Hi Jon,
I understand your concerns and frustration regarding the noncovered cost to repair the air conditioning system. I would be glad to speak with you and address the noncovered cost.
I understand your concerns and frustration regarding the noncovered cost to repair the air conditioning system. I would be glad to speak with you and address the noncovered cost.
Sep. 9th, 2019
Brandy
This is a scam! The first technician they sent told me my refrigerant was low and I would need to fill it, for am out of pocket cost of $300.00. I told the guy I had to have a refrigerant leak, because I have put more refrigerant end at the end of last summer. He said that my home warranty company doesn’t want them to look for leaks, he is just supposed to add refrigerant to get the ac cooling again. I refused to add coolant. I paid for another company to diagnose the problem and it took the guy 5 minutes to tell me I had a leak in the evaporator coil that would need replaced. It took my 6 weeks and many calls to finally get the home warranty company to send another technician who said that, sure enough, I have a leak in the evaporator coil and it would need to be replaced. I requested the cash in lieu of repair option because I planned to replace the whole HVAC which is 23 years old and I won’t be able to get freon for it next year anyway. The home warranty offered me $215.00. That is less than ten percent of another quote that I got to replace the evaporator coil. I called five times and emailed twice to get more information about why there was such a large discrepancy in what was offered and what I was quoted from another provider and all they told me was the service contracted to supply the coil put the cost of a replacement evaporator coil at $100.00 and they couldn’t do anything about it. If you research wholesale evaporator costs, you will never find one for $100.00. I would have had to pay $495.00, for coolant and replacement tubing not covered by the warranty to replace an evaporator coil that would cost them $215.00. Does that make sense? Don’t do it!
6 years ago
Reply from American Home Shield
Hi Brandy,
I understand your concerns and frustration regarding the noncovered cost to repair the air conditioning system. I would be glad to speak with you and address the noncovered cost.
I understand your concerns and frustration regarding the noncovered cost to repair the air conditioning system. I would be glad to speak with you and address the noncovered cost.
Sep. 9th, 2019
Mary Anne Ferrell Winter Garden, FL
I have had AHS for almost 30 years on multiple houses. I currently have 5 home warranties with them. This past year the responses and resolutions of matters have become horrible. I am trying to resolve two items one which has been ongoing since March and another in June. I get the same info. each time, it's being escalated, the service provider will be contacted and I will hear back from AHS within 48 hours. That doesn't happen and then I spend 45 minutes + every two weeks calling. I'm on hold right now and 39 minutes into a call with AHS. it's a shame this company has gone down so much as there was a time where I wouldn't go without a warranty with AHS and have referred dozens of friends and family which I will NEVER do again and work on finding a warranty company that you can actually count on.
6 years ago
Reply from American Home Shield
Hi Mary Anne,
Your patronage over the past 30 years is more than appreciated. I understand the concerns regarding your most recent American Home Shield experience and the delay in service to have the issues repaired. I would be glad to speak with you and get the issue resolved.
Your patronage over the past 30 years is more than appreciated. I understand the concerns regarding your most recent American Home Shield experience and the delay in service to have the issues repaired. I would be glad to speak with you and get the issue resolved.
Sep. 6th, 2019
Brandie Evans City, PA
I have been with American home shield for over 10 years. I called to have my faucet repaired payed the hundred dollar service fee company comes out and says it can’t be repaired I asked him to look at my other faucet they say they don’t have a tool. So needless to say some other shady stuff comes out with a plumbing company they turn my paperwork in someone else’s after I bring things to their attention the whole thing is very strange call American home shield they call them needless to say I’ve called the plumbing company twice no response. So now I’m told I could take a pay out needless to say all they’re going to give me is $155 towards my $400 Fossett yes I have an expensive Fossett I get it so I called the company back American home shield and ask them what did I pay you the hundred dollars for I had a company come out for two different facets and because they didn’t have a toolthey don’t fix it so I threw away $100 that I could have spent to have a faucet installed this seems very shady. Warning to people if you’re going to have a faucet repaired and it cannot be you’re better off not using American home shield you might as will just go pay for your Fossett out of your own pocket and have it installed because all they will do is a contractor grade replacement so needless to say I do not have a fixed master bedroom faucet for kitchen faucet.
6 years ago
Reply from American Home Shield
Hi Brandie,
Your patronage to American Home Shield is more than appreciated. for the past 10 years. Your concerns are understood regarding your most recent service request to have the faucet repaired. I would be glad to speak with you and get the issues resolved.
Your patronage to American Home Shield is more than appreciated. for the past 10 years. Your concerns are understood regarding your most recent service request to have the faucet repaired. I would be glad to speak with you and get the issues resolved.
Sep. 10th, 2019
Tommy H Elko, NV
My refrigerator compressor went bad called AHS they sent technician next day technician could not repair or replace compressor I paid 100 for that diagnosis, I called ahs again for the next 5 days they kept telling me to give them 24 hours to find technician I told them there is no other technician here cause it’s a small town, I called Sears technician and paid 109 bucks for another diagnosis and they said it will take 3 weeks to fix due to scheduling and 4 hours away I called ahs again they kept telling me it’s in que give them 24 hours we’ll it been a week so I bought another refrigerator 2000 bucks and 3 weeks later Sears came and repaired my refrigerator that went bad now I have 2 I paid 426.00 bucks to repair the refrigerator and 100 bucks for the diagnostic plus 2000 bucks for a new refrigerator a total of 2526.00 bucks and AHS would not reimburse me one red cent I thought they would replace item if they couldn’t repair it, they ripped me off and they will rip you off too I canceled my service with them quick I won’t pay them another dollar and I’m telling everyone I talk to including my realtor friends don’t go with ahs I’ll fix it my self
6 years ago
Reply from American Home Shield
Hi Tommy,
Your frustration is understood regarding the refrigerator cost for repairs and replacement. I would be glad to speak with you and get the issues resolved.
Your frustration is understood regarding the refrigerator cost for repairs and replacement. I would be glad to speak with you and get the issues resolved.
Sep. 6th, 2019
Branden Van Nuys, CA
OMG...I need about 6 martinis to tell this story, but have to say without a doubt, that AHS is THE WORST warranty company that I have EVER engaged! 3 different issues...MONTHS in duration and countless dozens of hours and contacts to try and sort things out that are seemingly NEVER "covered items" even after 3 technician visits (who all have a different diagnosis). ...the failures included: dishwasher, shower handles & dryer...their conclusion, "failed due to improper use." Seriously, how do you "improperly use" a shower handle? I say these people are a SCAM as pointed out by other reviews. I'm calling a lawyer after they've REFUSED to terminate my contract and give me my money back. Save your money and just pay for the repairs out of your pocket. They'll make up reasons for (whatever) not to be covered after wasting weeks to get a technician (or several in my case) there anyway. They are a waste of money, effort and time. ...and good luck in getting a "North American" representative!
6 years ago
Reply from American Home Shield
Hi Branden,
I understand the concerns regarding your most recent American Home Shield experience and the issues that have been experienced to repair your claims. I would be glad to speak with you and get the issues resolved.
I understand the concerns regarding your most recent American Home Shield experience and the issues that have been experienced to repair your claims. I would be glad to speak with you and get the issues resolved.
Sep. 16th, 2019
Christine Orange, CA
I have had the home warranty with AMS for several years. I have been happy with the plan and the technicians that have come out have been very nice, able to fix the problem and reliable until my recent service request. I submitted a request to have my washer fixed, the contractor called me, set an appointment and never showed up. I took an entire day off work to sit and wait. No calls from the contractor. I called left messages. Nothing. I spoke with customer service twice. The first time, the person was so difficult to understand I had to hang up and call back. The second person called the contractor who said "oh I had car trouble". My response was he doesn't have a cell phone. I told them I want a refund and I don't expect a charge for this service call to be rescheduled with a reliable company. According to the person I spoke with, none of their other contractors have Saturday appointments. I don't believe that. I have never had an issue with making a Saturday appt with their other contractors. I am highly disappointed with AMS. I am going to try and write a letter to the corporate office but they don't provide any contact information for complaints.
6 years ago
Reply from American Home Shield
Hi Christine,
I understand the concerns regarding your most recent American Home Shield experience and the delay to repair the washer. I would be glad to speak with you and get the issue resolved.
I understand the concerns regarding your most recent American Home Shield experience and the delay to repair the washer. I would be glad to speak with you and get the issue resolved.
Sep. 6th, 2019
ARG Groton, MA
was a member for 5 years as the company got bigger I had noticed they start providing bad services when you call for repair need to stay on the phone at least an 1/2 Hr or more most of the Tch guys they send are not fully trained or at all and either they rep you off or they do more damage to your existing problems especially heating issue (use local outsource Tec ) they only good for small problems
I had a issue with my hood that they could not fix and told me to replace it and they will reimburse me and they took them 2 years to pay me and they still short me of $289.00
All of these companies each have a way to scam their customers just be ready
6 years ago
Reply from American Home Shield
Hi ARG,
Your patronage over the past five years is more than appreciated. I understand the concerns regarding your most recent American Home Shield experience and the delay in service to have the issues repaired. I would be glad to speak with you and get the issue resolved.
Your patronage over the past five years is more than appreciated. I understand the concerns regarding your most recent American Home Shield experience and the delay in service to have the issues repaired. I would be glad to speak with you and get the issue resolved.
Sep. 6th, 2019
Derrick Brown Pleasant Grove, AL
I have been without air for almost 2 days now..... it’s a big deal because i have a new born she almost Month old and a 2 year old son. I have called y’all numerous of times been giving the run around about somebody coming to fix my air. I understand it’s a weekend but this is a emergency my one month year old is running a fever and it’s extremely hot in my house. I was offered a hotel stay for one night and $60 on a fan, but i was told i will have to pay for it and get reimbursement for it. The thing is I don’t have the money for that my wife don’t work she just had a baby plus i gave y’all my last $75 to come out and fix my air. I was told somebody was coming out today waited 4 hours now they telling me they not coming. This so ridiculous sitting in a hot house with a new born. Y’all taking out my account every month for my insurance, but you can get nobody out to fix my air in the time of need. You will be hearing from my lawyer asap
6 years ago
Reply from American Home Shield
Hi Derrick,
I understand your concerns regarding the delay in service that you have experienced to have your air conditioner repaired. I would be glad to speak with you and get the issue resolved.
I understand your concerns regarding the delay in service that you have experienced to have your air conditioner repaired. I would be glad to speak with you and get the issue resolved.
Sep. 9th, 2019
Libby Hancock Newburgh, IN
American Home Shield
If I could give them less than one Star I would do that! Absolute worst customer service I have had to deal with. Yet they are quick to take your deductible money out of your account! Only thing this company is good for is a Re-Key the person who showed up for that was on time and personal. So the dishwasher goes out, they send a service person out from SEARS IN EVANSVILLE, INDIANA! Service person says the mother board is gone out on the dishwasher. He orders one, it comes in within two days. Now two weeks later I am still waiting on the Sears Repairman to come put this part on!! Did he die? Did he get lost? Made numerous calls to Sears, hung up on three times. And then they say it will be another week for repairman to come put part on so that is three weeks without dishwasher! American Home Shield has to be the worst company going yet every Big Realty Company in town recommends them for a Home Warranty? Is it a racket? Do they get kick backs for the fees they charge? Someone please tell me why this is the worst Home Warranty Company available yet Realty Companies recommend you taking one out?
6 years ago
Reply from American Home Shield
Hi Libby,
I understand the concerns regarding your most recent American Home Shield experience and the delay in service to have the dishwasher repaired. I would be glad to speak with you and get the issue resolved.
I understand the concerns regarding your most recent American Home Shield experience and the delay in service to have the dishwasher repaired. I would be glad to speak with you and get the issue resolved.
Sep. 9th, 2019
Charleton Grant Charlotte, NC
The Customer Service Center is horrible. Like many others in the reviews of AHS customer service center are complaining of bad customer interaction. My HVAC unit is leaking water from a condenser line. The HVAC company that was sent on Aug. 8th could not find the leak and said it was possibly a leak from the roof or plumbing line (no plumbing are located in the attic). I pay for a roofer to check the roof, says it clearly not a roofing leak as no damage it to the attic floor only the sub floor directly where the condenser line is located (common sense). After speaking with several AHS customer service representatives about giving the authorization to getting the service line replaced, no HVAC has been re sent because the Plumber that was sent out cannot replace the condenser line (dough because it's an HVAC problem). It is now Sept. 3rd and still no work has been done. For a leak that is causing ceiling damage that is only getting worse by the day.
The customer service is the WORSE I have ever had to deal with. Why Does everyone have the same experience with the customer service center because it has NO managers working onsite. The customer service reps never transfer you to anyone with any authority (ask to speak to a manager immediately and see their response). The customer service is managed by a 3rd party with most calls directed over seas (which would not matter if this people could/had problem solving capabilities). They all read from a call script and can only solve simple problems like missed appointments. I have seen from the numerous negative reviews on this site that AHS cares so I will follow up once this review my job is completed. But right now I am doubtful! Glad Amazon has entered this market offering Home Warranties, I think I will take my business elsewhere.
6 years ago
Reply from American Home Shield
Hi Charleton,
I understand the concerns regarding your most recent American Home Shield experience and the delay in service to have the leak repaired. I would be glad to speak with you and get the issue resolved.
I understand the concerns regarding your most recent American Home Shield experience and the delay in service to have the leak repaired. I would be glad to speak with you and get the issue resolved.
Sep. 9th, 2019
JGD Fort Worth, TX
I been calling American home shield about my one ceiling fan My issues is for one of my ceiling fan that the technician repaired, the technician repair and replace the capacitor but one of my ceiling fan is not spinning as the other one so I ask the technician and said to me he don’t know what’s wrong with it and he say he will let American home shield know that my ceiling fan is not spinning as supposed to be and I call AHS again to confirm and AHS tell me that the Technician repot it that is ceiling fan is not spinning as fast no mechanical issue or failure and I ask Customer Service how come my ceiling fan is not spinning it supposed to be if no mechanical issues or failure, and AHS tell me to and that as long as the ceiling fan is working and it’s changed to Hi Medium and Low AHS will not replace my ceiling fan, My question is so simple how come my ceiling fan is not spinning as supposed to . So He send me another technician for 2nd opinion and the technician that came to my house when I say that the capacitor has been replaced he just look at it and ask me if the ceiling fan change to hi medium and law and I said yes but it’s to slow and he look on my other ceiling on my other bedroom to compare the spin and said okay if the capacitor has been replaced all I can do is report it to AHS the capacitor has been replaced and still not spinning at supposed to be and fan need to be replaced so I said okay , then I call AHS again and to get updates and AHS tell me that technician report it that ceiling fans working and there’s no mechanical issues so AHS will not replaced, how in the world you will diagnose and said no mechanical failure with out checking the ceiling fan , Like I said My question is easy how come my ceiling fan is not spinning as supposed to . And I call the escalation team to see if they can help but it’s much worst because, all she keep saying is we just go what the technician said
And if there’s no mechanical issues the AHS will not replace and she keep saying to that if the ceiling fan spin with hi medium and low , there will be nothing wrong with it because the ceiling fan is functioning as supposed to , and I said supposed to okay why my ceiling fan is not spinning as supposed to . So it’s something wrong with it and get back to me that the technician reported that no mechanical problem or issues . So I ask her fan not spinning well has no problem and she said yes because it’s spin and turn
On and off but I ask her again why my ceiling fan is no spinning as supposed to and answer me that the ceiling fan is working because it’s spin and tell me she have nothing that I can do and I don’t know what you want me to do, and I said okay let me ask you are you gonna be Happy if you call technicians to work on your ceiling fan and they did the work but your ceilings fan is not spinning as supposed to be and she answered a big yes , and I said wow really. I did not say this to her but I don’t know any people that when they call someone to fix something and then they did not fix that supposed to be and will be happy I think only on AHS you can find . My point is when your ceiling fan is not spinning as supposed to there’s something wrong with it if any one disagree with me I really don’t know what to say ,Hope this one gave a lesson to everyone .
6 years ago
Reply from American Home Shield
Hi JGD,
Your concerns and frustration are understood regarding your service request to have the ceiling fan repaired and both diagnosis. I would be glad to speak with you and get the issue resolved.
Your concerns and frustration are understood regarding your service request to have the ceiling fan repaired and both diagnosis. I would be glad to speak with you and get the issue resolved.
Sep. 4th, 2019
Herb San Diego, CA
My combo bathroom fan/light with timer & humidistat went out 3 months after I purchased my new condo. Called American Home Shield & they said no problem, took my $75 and 3 different repair companies later & 33 days later - Still waiting. Last repairman said he needed to replace the fan & switch but needed authorization. Five days later still nothing. I could have bought the new fan for $125 - same model. Now i keep calling in for status and the offshore call center says it is not authorized yet. Think it’s time to report this scam to the state of California. American Home Shield is a disappointment.
6 years ago
Reply from American Home Shield
Hi Herb,
I hate to hear about your most recent service experience with and the delay in service American Home Shield. I would be glad to speak with you and assist with a resolution to have the ceiling fan repaired.
I hate to hear about your most recent service experience with and the delay in service American Home Shield. I would be glad to speak with you and assist with a resolution to have the ceiling fan repaired.
Sep. 3rd, 2019
Mia Schreiner Troutdale, OR
Complete fraud! Got the american home shield warranty with the purchase of our home. Praised our realtor for the suggestion when our AC went out in May, during a heat wave in Oregon. It took over 3 weeks to get it fixed because a new compressor had to be ordered. The contractor they sent out told me that AHS only pays to repair things so I had no options other than paying $145 per pound of R22 freon. My freon bill ended up being $1740, and my total bill was $1869 because I had to pay for "tune up and cleaning."
Fast forward 45 days, another hot stretch, and the AC is out again. It took no less than 4 calls to AHS to finally get an order number to the same repair contractor so they can call me to schedule a service call to diagnose the problem. I was told on the first call that it would be a "call back" and I wouldn't be charged the $75 fee like the first time, so they did finally honor that, even though I was outside of the 30 day window. The repair person is supposed to call me in the am, 38 hours after my first call to AHS...
I spoke with a friend who has a different warranty company and he was shocked by the price I paid for the first service. I started to read more on line. That's when I realized that R22 is so expensive right now because they won't make it anymore after Jan 1, 2020- in just 4 short months! And I came across an article by American Home Shield.
https://www.ahs.com/home-matters/repair-maintenance/r22-replacement
"Although the year 2020 is still a few years down the road, we’re already starting to see the impact made by this official R-22 phase-out date. (Read: Soaring prices for refrigerants!) As a homeowner, that means it’s time to start thinking seriously about your options." The article was written several years ago and assures customers "Don’t worry. We’re here to help."
The article goes on to say that "although a total system replacement is quite an investment, it may end up being more cost-effective than simply “riding it out” for a while. You especially may want to consider going ahead and replacing your unit if: 1) It’s at least 10 years old already.
2) You’ve experienced consistent cooling issues...." Yes to both. Yet, I wasn't given any options.
The options the article says AHS offers is a discount on replacement with a "Carrier® brand full-HVAC system" (which I WOULD HAVE SERIOUSLY CONSIDERED given that the technician said my unit was 20 years old) or "If a line leak or compressor replacement issue requires R-22 refrigerant to charge the unit, you can choose to replace it with an EPA-approved alternative refrigerant like R-407C. This can be a cost-effective option when you consider the cost of R-22 compared to a new compressor, the alternative refrigerant, line flush labor and trade service call." This is exactly what the problem was, and I WAS NEVER OFFERED a cheaper alternative refrigerant.
Lastly, I have to point out that all of my phone conversations have been with people I can hardly understand with thick east Indian accents. Having grown up in a diverse community, I am actually quite good at understanding people with accents, but this is ridiculous. It took me 40 minutes on one call for the employee and I to understand one another.
So here I am, frustrated that AHS keeps blowing me off with their poor English speaking employees who all just read off a script, telling me " I'm so sorry you are having this problem" and "what we need to do is... " and I came across this site to review AHS. It seems like people who write reviews are actually getting responses from English speaking managers of the company, so I am hoping to personally speak to a manager. I asked twice on the phone and was denied the first time and told one couldn't be found the second time.
I think I deserve a better solution than paying $1740 for freon that probably leaked out from an undiagnosed broken pipe and now has leaked out again. We'll see what the repair guy diagnoses when he finally schedules a service call. I would like to know whether American Home Shield stands behind their warranty and is gonna make things right, cause right now I feel completely ripped off.
6 years ago
Reply from American Home Shield
Hi Mia,
I understand your concerns and frustration regarding the Freon cost to repair the air conditioning system. I would be glad to speak with you and address the noncovered cost.
I understand your concerns and frustration regarding the Freon cost to repair the air conditioning system. I would be glad to speak with you and address the noncovered cost.
Aug. 31st, 2019
Debbian Snellville, GA
I had my A/C repaired on August 7 came out of pocket $1000 within on August 18 it stopped working technician came out stated it was an issue from the original repair. Then the following week it stopped again called the repair company told to call AHS waited 4 days for repairs. During that time I had a house with sick Children with high fever. Called AHS to get status on where the technician was Outsource to the Philipines was denied an opportunity to speak with a supervisor and was told I would have to wait another day to get it transferred to a different company. Even though I repeatedly asked for a supervisor I was not given an opportunity to speak to on even when I explained that my four year old is roasting with fever temperature of 103.6. Very disappointed in the lack of customer service. Will definitely be terminating services along with my other relatives and friends who I have recommended this company to
6 years ago
Reply from American Home Shield
Hi Debbian,
I understand your concerns and frustration regarding the noncovered cost to repair the air conditioning system. I would be glad to speak with you and address the noncovered cost.
I understand your concerns and frustration regarding the noncovered cost to repair the air conditioning system. I would be glad to speak with you and address the noncovered cost.
Aug. 31st, 2019
Perry Tucson, AZ
I have had an American Home Shield Warranty on one of my homes since 2017. While I cannot say I was overly impressed on prior service requests, the jobs were completed without complication. Recently I had really terrible service. In July I placed a service call request for a problem in two of my bathrooms. The inability for their call center to communicate in English was beyond frustrating!!! The representative I was speaking with could not understand what I was calling about. The service request was incorrect, and was cancelled right away, but still got charged. I made another service call request, and none of the issues I had were deemed to be covered (a leaky faucet and a stopped up drain). I wonder if AHS will use the roughly 18% increase in their annual cost and service calls to improve their service. I SINCERELY DOUBT IT!!!!!!!!!!!!!!!!! If you are considering American Home Shield for your home warranty – do yourself a big favor – go someplace else!
6 years ago
Reply from American Home Shield
Hi Perry,
I hate to hear about your most recent service experience with American Home Shield. I would be glad to speak with you and assist with a resolution to have the bathrooms repaired.
I hate to hear about your most recent service experience with American Home Shield. I would be glad to speak with you and assist with a resolution to have the bathrooms repaired.
Aug. 29th, 2019
Tz801 Tracy, CA
Our refrigerator was dead at end of July, 2019 while we were away from home. We have to throw away about three to four hundred dollars food. AHS sent technician to diagnostic first, then let us wait for a week for parts arrive. They ordered the wrong parts and it does not work well with our refrigerator. The temperature is totally mess up and again, we have to throw away bad food every week. cost us more than five hundred dollars without a solution. They sent technician and we were being tested again to see if technician can fix the problem, but no luck. food is still going bad every week because temperature is not right. We called AHS, but they want us to go through the same process all over again, for a 2nd opinion. now is end of Aug, 2019. This has been one month without a refrigerator and no solution. We are still waiting now, food is still going bad and not knowing if we will have a refrigerator soon. this is totally nightmare with this kind of process. you may want to think again if you want to use their service.
6 years ago
Reply from American Home Shield
Hi Tz801,
I understand your frustration with regard to the delay in service that was experienced to have your repair completed. I would be glad to speak with you and discuss your experience.
I understand your frustration with regard to the delay in service that was experienced to have your repair completed. I would be glad to speak with you and discuss your experience.
Aug. 29th, 2019
R.D. Wichita, KS
We have been trying to have two appliances fixed for a month. Each time my husband calls we are told parts have been ordered. We have no time line as to when parts will arrive but amazingly I receive anything else I order in two days. My husband escalated to an escalation manager and was given his direct number. Called it back a few days later and it doesn't go to the same person rather anyone answers it and they don't know the person you spoke to previously. We are reaching out to our realtor as they were the ones who chose the warranty company on our behalf to see if they can assist with resolving. Finally received a call from Mariah. She had no answers regarding why we cannot speak to the same person twice. She contacted us a second time to tell us our parts would be arriving later that week but the repairman was already scheduled for that Tuesday. Parts for dryer worked but oven could not be fixed. Mariah called again and confirmed that oven would be replaced. Now it's been a week and not one person has contacted us regarding replacing the appliance. How incompetent can people be?
6 years ago
Reply from American Home Shield
Hi R.D.,
I hate to hear about your most recent service experience with American Home Shield. I would be glad to speak with you and assist with a resolution to have the appliances repaired.
I hate to hear about your most recent service experience with American Home Shield. I would be glad to speak with you and assist with a resolution to have the appliances repaired.
Aug. 13th, 2019
Dara Cypress, TX
I contacted AHS 8/11 regarding my unit not cooling until after the sun goes down. The vendor arrived to asses and fix the problem 8/14. I was told that the unit just needed to be cleaned which is not covered because it's maintenance. I paid an additional $225 on top of the $125 trip charge to have the unit cleaned. My house never cooled. I called the next morning and they sent the same person out on 8/16. Mind you the first trip they tech never went into my attic. This time he did and said that it needed a part and that he'd order it and would be back Monday. The vendor contacted me Monday 8/19 and said the earliest date they could come was 8/21. On 8/21 the tech came out and said he had the wrong part. So he had to re order the part. At this point the hottest it had gotten was 78. The next appointment was set for 8/23. I called the morning of to confirm that he had the part and ask to be the last person he would see because of my work schedule. At 5:05 I received a call from tech saying he did not have the part and not sure why the appointment was made he'd come out Monday. The next day Saturday 8/24 8:00pm my home was 89 degrees. I have a 14 mth old, teen, husband, myself, a 105lb dog and a small dog. It was almost UNBEARABLE! I called the vendor around 10pm said they would rout to a tech in the am. I Called again at 8am and said they would contact the oncall tech. The same tech text me said he would come by after church and see if he could "make an adjustment to try and bring the temp down". At 12:36 I hadn't received a call or text from him so I texted him back to see around what time he would be there. I didn't receive an answer. At Around 3pm I called and the tech stated he couldn't do anything until Monday because he had no part when earlier the conversation was different. I call the vendors office and I ask for it to escalated to management. I received a text approximately 30 min. later from the tech saying "I may be able to pull something off". He text about 20 min later saying that he is 30min away. When he arrived there was another person with him. He then said the compressor was weak and I needed a new one. Now it took this tech FOUR visits to diagnose the compressor! Now I have to wait 3-5 Business Days for the part. I contacted AHS four times Sunday after the tech said it was the compressor. The only convenient concession I was offered was 1 night at a hotel or 125 cash that could go towards a portable unit. I was told per the vendor they try to exopodite the ordering of the part and was told that they couldn't do that. I called and was told the same information to the compassionless Manager Erika in the Georgia office, said my case was not an escalated one, that she did not have a supervisor that I could speak with, and that she couldn't give me the information as to who her supervisor was. She also stated that escalated calls go through corporate and that she couldn't give me corporates number. AMERICAN HOME SHIELD DOESNT CARE ABOUT THEIR CUSTOMERS! Last night my house was 91 degrees!!! I guess life threatening conditions is not an urgent matter. They contract these jobs out to incompetent vendors and will not provide loaner window or portable units in cases like mine when the customer has been waiting weeks and there is life threatening temperatures. So I bought a window unit that only cools 1 small bedroom for 150.00 and I have to wait maybe another WEEK in this TEXAS HEAT!
6 years ago
Reply from American Home Shield
Hi Dara,
I understand your concerns regarding the delay in service that you have experienced to have your air conditioner repaired. Per your review, I would be glad to speak with you and address the noncovered cost associated to complete the repair.
I understand your concerns regarding the delay in service that you have experienced to have your air conditioner repaired. Per your review, I would be glad to speak with you and address the noncovered cost associated to complete the repair.
Aug. 28th, 2019
Cyn Azusa, CA
I was recommended American Home Shield from a family member. I REGRETFULLY purchased their insurance to cover multiple appliances in my home. When my AC unit went out, they sent a technician to “asses and fix” the problem. The process took well over a month just to be inconclusive. The technicians they chose claimed to have fixed my unit after charging me the $250 for Freon (which Home Shield does not fully cover) just for it to have leaked out completely 5 hours later. It did not last one day. After informing Home Shield, they recalled the tech to come back and re-asses my unit with a “new” conclusion that I need to replace a few parts totaling $2700 out of pocket because most of the replacement parts are not covered. In my conversation with the rep about resending the tech, she claimed the service would be free of charge since he did not fix it the first time but instead hit me with the $2700 charge almost a week later, after I called in to follow up. On top of that I was told I would need to repay for the Freon AGAIN, since it is not covered. I argued for a waiver on the Freon because I already payed for it the first time and it did not even last one entire day. I also argued the outrageous $2700 charge that the tech all of a sudden reported on his second, 15 minute assessment, without briefing us on what went wrong with his work the first time he “fixed” my unit. After an hour long conversation, they did not take responsibility for sending out a technician who failed to complete his job, but happily took my $250. I DO NOT RECOMMEND THIS COMPANY. I don’t believe they understand upholding integrity in their services. The warranties online are presented in pretty packages that sound like they will take care of you, but when the time came for them to help, their warranty failed to cover (what felt like) anything.
6 years ago
Reply from American Home Shield
Hi Cyn,
I understand your concerns regarding the delay in service that you have experienced to have your air conditioner repaired. Per your review, I would be glad to speak with you and address the noncovered cost associated to complete the repair.
I understand your concerns regarding the delay in service that you have experienced to have your air conditioner repaired. Per your review, I would be glad to speak with you and address the noncovered cost associated to complete the repair.
Aug. 28th, 2019
Julie Cain Topeka, KS
I am not happy at all with AHSC . We just bought a house with non working toilets . Realtor called warranty company to fix before we moved in . Someone came said he fixed all issues . On the day we moved in no working toilets . No paper trail either to see what was done . He comes back puts power flush parts on all the toilets he said he fixed . I called him a liar to his face . Then he told us all our toilets are under recall and it will cost us 275.00 a toilet because they are recalled we have to pay to have them installed . So this scam artist didn’t know that the first time he came . Plus the contract says all mechanical parts are covered . So then my husbands on the phone for 2 hours trying to figure out why we have to pay for this . They hang up on him . Also no paper trail again on what was done . We are now hiring our own plumber to install these parts . Such crap . They were never fixed the first time . It was even in our inspection that they didn’t work . So there is some crap on how the can’t replace recalled parts in section BS . If we would have known the first time the repair man came out we would have made owner pay for repairs . So now I have to wait for parts . And have one toilet for five people in my new house . I think the people they hire are scam artist ,
6 years ago
Reply from American Home Shield
Hi Julie,
I hate to hear about your most recent experience with the plumbing issue/ I would be glad to speak with you and address the noncovered cost to have the toilet repaired.
I hate to hear about your most recent experience with the plumbing issue/ I would be glad to speak with you and address the noncovered cost to have the toilet repaired.
Aug. 28th, 2019
Deborah Johnson Las Vegas, NV
Don't be fooled thinking this is a great warranty it's not water heater was leaking to replace OUT OF POCKET &700.00 +. $75.00 SERVICE CHARGE WHAT KIND OF WARRENTY IS THAT????
HERE'S THE SCOOP
plumbing company verbiage is modification,
Plumbing company has to modify the hot and cold water lines
NOT TRUE
They have to replace the hot and cold connection lines that might be 6 inches longer because American home shield uses their own water heaters plus they have to change out the gas hose because it might be longer, understand the hoses need to be changed but the cost for the hoses is $40.00 each at most, and it's replacing hoses
Next new water pan under the heater $100.00, $65.00 to take to dump, new vent because it's not the same size of water heater all because they have to use American home shield water heaters.
Here is my question if I needed a new air conditioner, do they just bring it into the home and drop it off because modification are going to cost thousand s????
6 years ago
Reply from American Home Shield
Hi Deborah,
I understand your concerns regarding the delay in service that you have experienced to have your water heater replaced. Per your review, I would be glad to speak with you and address the noncovered cost associated to complete the repair.
I understand your concerns regarding the delay in service that you have experienced to have your water heater replaced. Per your review, I would be glad to speak with you and address the noncovered cost associated to complete the repair.
Aug. 27th, 2019
David P. Cochran Harwood, MD
My experience with American Home Shield leaves a lot to be desired. I called on a Tuesday to have my HVAC serviced, mind you I informed that I had three senior citizens in my home, and with "feel like temperatures" at and above 100 degrees, was told that the earliest my call could be answered by a service tech was Friday. This is completely unacceptable. The service provider arrived on Friday and repaired the HVAC system.
6 years ago
Reply from American Home Shield
Hi David,
I hate to hear about your most recent experience and the delay in service to repair the air conditioning system. I would be glad to speak with you and address your most recent service experience.
I hate to hear about your most recent experience and the delay in service to repair the air conditioning system. I would be glad to speak with you and address your most recent service experience.
Aug. 27th, 2019
Marissa Bailes Lakeside, CA
Please run, do not pay this company any money. I am dealing with a broken refrigerator since May 22nd. The first time i believe I was without my fridge for I believe 5 to 6 days. The second time I was without a refrigerator for 2-1/2 weeks. Went out again last Thursday, it is now Monday and nothing has been done. I had an appointment last Friday between 10-1 and they didn't show. I have a medical condition and my medication must be kept cold (type1 diabetic), not to mention the fact that i have 2 babies under 14 months in my home. I have had to throw out all my food twice already and once again I am in an ice chest to try to keep milk cool. This company is a joke. Take your hard earned money but will not follow their part of the contract. I will be filing with the BBB, also, if need be will file a law suite. I want my refrigerator fixed or replaced ASAP!
6 years ago
Reply from American Home Shield
Hi Marissa,
Your concerns and frustration are understood with regard to the delay in service that you have experienced. I would be glad to speak with you and assist with a solution to repair your refrigerator.
Your concerns and frustration are understood with regard to the delay in service that you have experienced. I would be glad to speak with you and assist with a solution to repair your refrigerator.
Aug. 27th, 2019
