American Home Shield Reviews

I wish I could give zero stars! I have contacted American Home Shield a few times over the course of 6 years! I have paid in over $4000 to for piece of mind knowing that if I had a problem they would take care of it! Laughable. I’ve never been more upset and frustrated with a company in all my life! Every time I have called for a problem they are slow to respond and the item is never covered. There is always additional out of pocket expenses and they can’t give a clear explanation as to why. I have been without air conditioning in Georgia for over a week. I have called repeatedly to check on my claim and I have yet to be able to understand the representative. I have been recording the conversations and I am more confused now than when I called originally. I have been told by one rep it was covered one that it wasn’t one said they would do a buyout one wouldn’t. Can’t give me a clear reason for anything! What a scam!

We had the policy for almost three years before a coil went out on one of the air handlers during a very hot June. We called and 48 hours later the first repairman showed up. My wife said at first sight he would never be able to handle the job. Sure enough, after 30 minutes he came to us and said he could not get into the area needed to test the system so he was going to have to call AHS and have them send another company out to handle the work. So 48 hours later (now 4 days of no a/c) the next company arrives. He says it needs a new coil and it will be two weeks. I call AHS and his company, Total Air Care, to see if something can be done to expedite this at it was 91 degrees in the upstairs by then. After many calls we were told by AHS the part could be here in 24-48 hrs. We called TAC every day for news and finally gave up after a total of 12 days (from start). We had to go outside on our own and get the work done, which was done in 2 business days from our initial call. There is no follow up by AHS and the companies they contract to work have zero sense of urgency. After each call I asked if they would call me back the next day and not once did either AHS or their contractor do so. Total waste of money.

I have used American Home shield for over 25 yrs now. They use to be amazing. They us to use ARS for most of the contracts. I have not seen ARS come out in years now. Every Ac company they have sent me have tried to rip us off. One of the companies tried to tell me my AC unit needed to be in code before they could work on it. We live outside the city limits and did not need anything done for any codes. The last company they sent me tried to get me to replace my ac when all it needed was a part. When I looked up the reviews on that company many people felt they were being riped off by (Air Dynasty ac & heating). I tried to complain to American Home Shield but they said they would note it. Then when I called back to see what was noted they next American Home shield employee did not see a report. So that Tells me that American home shield does not care how there contractors are treating there customers. I also sell real state and I will not suggest American Homesheld anymore. I hope one day they bring the better contracts back and start to care about there customers.

WARNING!!!! I purchased American Home Shield warranty. AHS Corporation is an American home warranty company based in Memphis, Tennessee. It administers home service contracts on major home systems and appliances. I have had issue with my HVAC system twice and called the service department for service. It's corporate office maybe in Tennessee but ALL customer service is in the Philippines I have spent over 3 hours a day for 3 days on the phone with customer service rep that could not help me. I live in Raleigh, NC and they were trying to send HVAC companies out of SC which is 4 to 5 hours away. Also everyone they try to contact would not contact them back ,Also they has 1 star ratings for fixing your product or even showing up. I am on a fixed income with a special needs son and have been paying $61.73 per month for one year with NO help from this company. It sounds great but it is really NOT a professional or helpful company. You would be better putting your money in a savings account for yourself when you need it NOT putting it into this company's pocket! This company has slick advertising and unexceptable execution of what they advertise. THEY ARE NOT CUSTOMER FRIENDLY or HELPFUL in any way!! PLEASE save your money!!!!!

Horrible selection of contractors. First issue pertained to the AC repair company that was sent to repair our AC. They did a partial repair and advised that they would be back to finish the repair the next day. They didn't show up and we called them and they told us that they were backed up and it would be a week before they got back to us. We were averaging 100 degrees plus at that time. After much arguing with AHS over the phone regarding this contractor, they did provide us with a window AC. The next issue dealt with the replacement of a hot water heater. The contractor installed the hot water heater but the pilot light went out the next day. Can't call the repair company directly to schedule a follow up so waited a few more days for them to return to work on the pilot light. Went out again, another call to AHS to reschedule and another few days to get them out. The pilot has gone out again and again we wait. I asked for another plumber to come out to repair, but they want to charge me another $75. Their choice of contractors is pathetic. They need to shake things up a bit and let some of the old ones go and get some contractors that are more responsive and competent.

This company is a SCAM! Stay away. I am in Texas and the temperature Just hit 100. My AC has been down for two weeks now. I am trying to sell my house and American Home Shield is dragging this process out as long as they can. They refuse to put anything in an email. They have indicated they have put notices is the mail, however I haven’t seen anything. They claim they will cover replacing my evaporator coil, but I have to pay $800 dollars first before services are rendered. Like most of you complaining I have called over 8 times and given a script from someone who can hardly speak English. The $800 is for a new drain pan and float switch - both items in working order and cost no where near $800. It is obvious AHS is doing everything they can to offset their out of pocket expense by tacking on other meaningless charges to the order, calling it non-covered modifications. What’s crazy about all this, is there is no justification for any costs associated with these non-covered modifications. They just make up a number, likely a number that minimizes there out of pocket expense. I don’t see this business model lasting very long. It wreaks of fraud and wouldn’t be surprised to see a class action lawsuit. I have been recording my phone conversations with them and plan to put them on YouTube soon so the works can hear how phony this company is.

I used American home shield back 2014-2017 and have no issues. Fast forward to 2019. Customer support and choice of contractors has been absolute trash! On one of my properties the hot water wasn’t working in the shower, I was told I needed a new hot water converter. The company said they needed to order a part the would be delivered within 3-5 days. They NEVER called back, I am now deployed and still haven’t heard from them. House #2 needs a new AC evaporation coil, I was told I would have to pay $1500 dollars out of pocket. The customer service rep that HARDLY spoke English couldn’t explain why and also wasn’t “authorized” to tell me the cost of the whole project so I could tell what portion I was covering vs what portion AHS was covering

Very shady company. They just want members to pay and would not respect their own terms. I called in and paid $100 service fee to resolve smelling issues from the 3 drainage points that my tenants compained about. They sent a plumber who just checked few things and started asking for more money to do more tests. Whereas all was need was cleaning and flushing the 3 lines. Stay far away from this company. They actually made us lose 3 weeks in the process and did nothing plus I lost #100 for the service which was never returned even after NOTHING was fixed. Here is the part in their contract that they clearly mentioned it is covered but then end up playing some game of dillying dallying - 4. PLUMBING COVERED: Leaks and breaks of water, drain, gas, waste or vent lines - Toilets and related mechanisms, toilet wax ring seals, faucets, shower heads, shower arms, valves for shower, tub, and diverter, angle stops, risers and gate valves (similar features of finish and style used when replacement is necessary) - Hose bibs - Basket strainers - Permanently installed sump pumps (ground water only) - Built-in bathtub whirlpool motor, pump, and air switch assemblies - Pressure regulators - Expansion tanks - Sewage ejector pump (septic system sewage ejector pumps are not covered unless optional coverage H.4 is purchased) - Clearing of sink, bathtub, shower, and toilet stoppages - Clearing of mainline drain and sewer stoppages through an accessible cleanout up to 100 feet from access point - Clearing of lateral drain line stoppages up to 100 feet from access point including accessible cleanout, p-trap, drain or overflow access points. NOT COVERED: Stoppages caused by collapsed, damaged or broken drain, vent or sewer lines outside the home's main foundation - Lines broken, infiltrated or stopped by roots or foreign objects, even if within the home's main foundation - Bathtubs - Sinks - Showers - Shower enclosures and base pans - Toilet lids and seats - Jets - Caulking or grouting - Septic tanks - Water filtration/purification system - Holding or storage tanks - Saunas or steam rooms - Costs to locate or access cleanouts not found or inaccessible, or to install cleanouts - Access through roof vents. NOTE: Where covered repairs require access to plumbing, AHS will provide access to plumbing only through unobstructed walls, ceilings or floors, and will return access openings to a rough finish. If the plumbing is accessible only through a concrete floor, wall or ceiling, AHS will pay up to $1000 per contract term for access, diagnosis, repair, or replacement of such plumbing, including returning access openings to a rough finish. Customer is responsible for payment of any costs in excess of $1,000. It is 100% fraudulent company for sure.

Called about a broken dryer. Repair tech came out and said would take 2 to 3days to order part. After one week of no one notifying me I called Hot Shot Appliance Repair to find out the status. They said the part was on back order and they don’t know when it will be in. Okay, 2 weeks later now without being able to wash and dry clothes, I contact American Home Shield and they can’t give me any information and say I gave To wait indefinitely until part available. Sorry, I have to be able to wash and dry my clothes, can’t wait forever. They should have given me money towards new dryer or found a refurbished part to fix my dryer. Useless, I cancelled my contract.

American Home Shield is currently giving me the run around on my heating and cooling. The furnace has been decommissioned after 4 months. As for the HVAC it has yet to be looked at since they only looked at issues I pointed out. Now for my current issue is the company that said they need to replace the furnace is up charging me 2x labor costs to get items up to “code”. I have an invoice from them starring the code needs to be fixed before the new furnace is installed. They are quoting me 1300 dollars. When they filed it to American home shield they said they were modifications not codes and I’m getting the run around by both sides. This is very annoying! Since they are replacing the furnace every company I have talked to states they need to also replace the whole unit to make sure they are compatible and up to current standards when it comes to the coils. This company just said well yes and no....so the company is trying to get more money from me. Now for the cash out option. Anyone who knows anything knows the basic cost (cost alone and not turning a profit is easily 1K for a new furnace....they offered me 440 dollars. So not only are they trying to get me to cover the costs to “get to code” which comes with any furnace installation, but pretty much for me to pay for a new furnace. Quotes around 1800 let us check the math. Local company wants 1300 for “code updates or modifications as they filed it to American home shield” and the cash out option is 440. Total would be 1740 which is close to my 1800 quotes....does that not sound familiar?

I am a property manager living on the Gulf coast of Florida. I manage properties from St. Augustine to New Orleans. I have been involved with AHC on several of the properties I manage for over 10 years In the beginning it was very easy to call the home office and speak with someone you could understand, and request service The technician would call and set up a time, at which time you could discuss the problem. And you would not pay the service fee UNTIL the service tech arrived at your house. Now you call for service request and you are answered by an answering service from Pakistan ?, or some other out-sourcing, that tooooo many times is unintelligible. Just another layer to their onion service. Do you think customer service is their primary goal? If you go online for a request service you must pay your service fee upfront, and regardless if the job is cancelled or couldn't be completed, you must aggressively fight for your refund. There has been a sad disconnect with this company and I have ended all my affiliation with them. As has the dozen other property managers I am affiliated with. If you are interested in a home warranty, do your home work, ask the smart questions (who are the contractors in your area that will be responding to your request, what are their air conditioning repair limits, etc.) Bottom line: This company has slick advertising and pitiful execution of what they advertise. THEY ARE NOT CUSTOMER FRIENDLY!

UPDATE: It has been hours and still no call from whoever was going to "call me immediately" -- If I could give negative stars I would. On top of everything else, I log into my account today and suddenly I have no contract in the system?!?! WHAT IS THIS! I was on the phone with AHS for well over an hour today. 90% of that is being on hold. As an update to the last sentence in this review, I still have not received a call back from the supervisor who was supposed to call me directly immediately. It has been 40 minutes I have called AHS on: April 15th May 1st May 5th May 10th May 13th May 14th May 15th May 18th June 5th June 13th June 14th And TODAY, June 18th 2 MONTHS AGO I filed claims for my AC, faucet and a leak in my home. I have called about 10 times now to get these issues resolved. It's been 2 months and nothing is fixed. Every time I call in the customer service rep is just going through the motions and calls the contractor to get the diagnosis. "I called the contractor and asked for the diagnosis" - After reading that in the notes so many times you'd think they'd try to offer a different solution than the d same steps each time. It makes no sense, customer service is not going through the procedures, it's helping your customers when the service is sub-standard. And in this case it gets worse each time. A lot led up to my request in May, but there's enough detail in here that I don't need to go into all the details from April to May. In May, I just requested a new contractor and the Manager at AHS sent an email to contractor relations because obviously the contractor is not responding with a diagnosis (except they originally updated it from leak to slab leak so obviously they got some sort of update on it!) and I am just requesting the buyout to get the repairs done by another contractor that is actually responsive. The AHS Manager PROMISED ME I'd get a call back within 2 days.... NOPE - this was A MONTH AGO! I spoke with someone last week and they said the escalated the situation to a supervisor and I should get a call back. NOTHING. I had to call again and finally got approval for the faucet payout, because they MAGICALLY discovered the diagnosis somewhere in their system. The AC unit has had 5 people come out, first guy said it needs to be replaced, then they send someone out to replace it, that guy said he thinks there might not be electricity to our AC unit (there was) and he wants an electrician to come out, they send an electrician and of course he says that's not the problem, so they RE-SEND the first guy (who is wondering why they had him come back to say the exact same diagnosis as the first time), and we finally get someone out today - now it will take at least another 2 weeks to get it replaced. IT HAS BEEN 2 MONTHS! About the faucet and the leak - They have to send an email to the AHS Manager to figure out why the AHS contractor relations email hasn't been addressed?! So now they have to send an email within their own system to find out why the first email isn't being addressed. That is absurd. Oh, and they don't know why my contract isn't showing up on my account anymore so I have to call another number of their technical team to troubleshoot with them but they can't transfer me. I am now on the phone with another rep, who is not responding when I hear silence - which I presume means they're putting me on mute instead of hold. I ask for her Manager and she puts me on hold before I can finish my sentence, then gets back on the line and said she called the contractor to request the diagnosis. The EXACT SAME THING the rep I spoke with 30 minutes before had done, but our call got disconnected when he said he couldn't hear me and hung up. I tell her that she just did the exact same thing the previous rep did, and that I didn't ask for that I asked for a Manager. She said she'll transfer me to escalations, I said no I want to speak with her floor manager directly. I am now on hold again... it has been 10 minutes... she came back on the line again then put me on hold for 10 minutes AGAIN... The rep just came back on the line saying she will transfer me to a supervisor, then she says the supervisor is actually going to call me and she needs to end the call so they can call me right away .... NO CALL ... 40 minutes so far.. if it's longer than that I'm going to update this review ...

I have been a faithful customer for almost two years. I my A/C stopped working, I put in a request. No one came to my home for weeks, the technician finally came, he said he had to order a part. Over a week goes by, he comes to install the part, he blows the main breaker for the electricity to my house. I have NO electricity. I called AHS, they claim they are putting in an order for a technician to call me- still hasn't happened. I called back today- NO order was placed. They promised me again that a technician could call in 24-48 hours. REALLY? I have NO electricity due to the A/C guy! Not to mention, the people on the phone took over 10 minutes to understand me because they don't speak English that well. On top of that, they were not nice on the phone. They acted like I was bothering them. I asked to speak to a supervisor, he said they were busy and I couldn't talk to them. This is NO way to deal with a customer. There is no email to contact this company? No supervisor? No one that can speak English? I still have NO A/C, NO electricity and no hope that this will get fixed.

I've been with AHS for 17 years now. I have replaced, out of pocket, every single appliance in my home with the exception of my water heater and a garbage disposal. Initially, the provided services were up to standard. But then my air conditioner issues began. After the EPA decided to phase out R22 freon, AHS only covered $10 per pound of the $120 price tag. After the first few refills, it was clear that AHS had no intention on repairing the lines. It eventually was cheaper and much less frustrating for me to pay out of pocket. My last call to them was in 2012 for yet another freon fill. That was when I found out the previous installer AHS sent out (2008-2009) replaced my worn unit with a smaller (2003) one, that was already 5-6 years old at the time! Hasn't been able to keep the house at any desired temp since. And, of course, the leak was still there. So now in 2019, my AC has been dead dead for a week. AHS has offered to repair this inefficient unit , but still not repair the lines or replace the unit since R22 will be obsolete in 2020. My out of pocket costs are estimated to be $600 with AHS covering the other $700 for repairs. Estimated pricing for replacement option are between $6000 and $14,000. My home is 1400 sq ft! I've been on the phone with 3 different customer service reps in the Philippines today, currently still on hold for 39 minutes, and still no resolution. At $60 per month for 17 years, I've paid more than my fair share for anything I have have used from them. I would recommend AHS only for a first time homeowner and cancel as soon as you feel comfortable doing so after your contract ends. Unfortunately, I can't give a no star rating.

I found similarities between my case and some other reviews. This company tries to blame their subcontractors for their failures. They told me repeatedly for over a week that their sub had not yet reported to them. I believe now they just try to evade their contractual obligation and not perform the repair or replace as they must do. I reported a faulty AC on 6/5/19. So far (6/13/19, I have only heard from them evasive messages. I am a real customer. I will not let them fool me. I will defend my consumer rights vigorously and if they do not deliver, I will make sure the world knows about their business practices.

Was with American Home Shield (AHS) for more than three years, and only had to call in two repairs during that time period. During membership we actually SAVED them money by replacing a dishwasher on our own due to my wife wanting a certain model when the old one quit. / So, five days ago we needed emergency repair on our AC unit that was discovered during a normal service call by an outside company (the ones hired by AHS never called, never showed up). I called AHS to let them know while the service company was here of the situation. They told me the part was covered. So, I asked the technicians to go ahead and replace the part, hence SAVING AHS MORE MONEY because if the situation would have gone unchecked, it would have made matters worse. Upon completion of the work performed, I sent the receipt to AHS via email for approval, and was told I would have an answer within 48 hours. / Fast forward to today, 72 hours later, 14 JUN 2019 - Called AHS and they told me that - 1. They did not receive the email with the attachment, which was NOT true, and ... 2. They would not honor the receipt because I used and "Outside Company". In short, AHS has proven to be a dishonorable company. / We now have Select Home Warranty, which after a lot of research found out they are the best in America. When I called them they set me up with a GREAT, MONEY SAVING PLAN that is FAR SUPERIOR TO ANYTHING AHS HAS. Give them a call. Therefore, my Family and I do highly recommend Select Home Warranty. Give them a shot.

If I could give this a minus 5 star i wouldnt think twice. This is UNDOUBTEDLY the Worst Nightmare of a home warranty ins program Beyond your Imagination!!! They Lie to You. YOU Cant Talk to a mngr, they tell YOU one will call you Within 24hrs,(THEY DONT)!!! Their Vendors are Bottom of the Barrel!! They will Double Bill You. (DONT GET ON THEIR AUTO PAY) THEY WILL RIP YOU OFFFFF)!!!!! & NOT EVEN APOLOGIZE!! DID I SAY THEY LIE TO YOU??? YES I DID! THERE ISN'T ENOUGH SPACE TO TYPE IN THE BS I'VE GONE THROUGH WITH THESE SHYSTERS... YOUR A FOOL IF YOU LET THESE JERKS FENAGLE YOU AND LIE TO YOU WHILE TAKEN YOUR MONEY AND RAISING YOUR BLOOD PRESSURE. DONT EVEN THINK ABOUT IT, READ THE REVIEWS!! NOT THEIRS BUT THE REAL ONES. MOVE ON OR YOU WILL BE SORRY.

Made a service request to AHS 6/11/19 online because my A/C was not working properly. Waited 24 hour and did not hear anything from AHS. On 6/12/19 I called AHS and spoke to a lady who couldn’t explain to me why no one had contacted me. She finally told me that the work had been assigned to a contractor but the contractor had cancelled the work because he was busy. Now no one contacted me and informed me about the contractor canceling. Had I not called AHS I would have been just waiting for nothing. I was then told my work order would be put in a que to find another contractor and that I had to wait another 24 hours. On 6/13/19 I looked at the AHS website and saw I had no work order requested. I then called AHS and again got the same scripted run around from someone struggling with English. Got tired of the run around and asked to speak to a supervisor. The person tried to talk me out of this request but a person claiming to be a supervisor did get on the phone. This person was another script reader and offered no help. She told me that the time of my service request is within the contracted guidelines of service between 24 and 48 hours. I told them it had already been 48 hours. This so called supervisor then stated that the 48 hours were 48 business hours. What AHS is saying is that they will take 6 days before any contractor contacts you to even set up an appointment. I looked at my contract and it says 48 hours not 48 business hours. AHS does not respect its customers and attempt to read you the same scripted garbage. Guess what AHS you are playing with the wrong person. If you don’t honor the contract I will see this in litigation for breach of contract. Get ready to send your legal team to California to defend this case AHS. Customer service is horrible with AHS, this company thinks their customers are stupid and therefore they can just tell them anything.

I placed a service request for my A/C system on 5/31/2019. The first technician reported on 6/3/2019, and I was informed there are missing parts on the unit causing the Freon to leak. AHS tried to deny my claim based on the missing part. A second opinion was requested. The second technician reported on 6/6/19. As of today, AHS was unable to contact their contractor to get a complete diagnosis of the problem. My A/C has ONLY been serviced by AHS contractors, so if there are any missing parts it is the result of previous work orders. I have called the customer service department everyday since this time only to be informed my claim is being reviewed by the authorization department. I have requested to speak with a supervisor on several occasions, and no one is ever available. At this point I seriously doubt there is an authorization department. I live in the south so you can only imagine how miserable this situation is.

Awful experience with this company on several issues with a house I just purchased. Issue #1 which I will include in this review. I had to get my own plumber in after they said my hot water heater was not lite and turned in up. They were WRONG. It turned out I had multiple issues including: shower valve replacement, hot/cold water mixing/ no water coming out 1 side of the shower, faulty water heater gate valve, and I needed a new water heater from overuse due to the hot/cold water mixing. I found this out because I hired and payed for my own plumber who had the problem diagnosed and fixed properly that same day. They just called to see if I wanted to renew my coverage which I was shocked as I've been an extremely unhappy customer. The rep said that the shower valve actually had nothing to do with not getting hot water..... I laughed out loud. I couldn't believe what I was hearing. He tried to mansplain the situation which was unacceptable. The way the male rep spoke to me was insulting at best. I know what hot water feels like and I certainly know that turning up the hot water heater and still not getting proper hot water didn't fix my plumping issues. I noticed that AHS is commenting that they want to speak with the reviewers on this site with bad reviews. I'm assuming they want unhappy customers to call in to their customer service line, remain on hold, and then talk to a rep who just repeats what their tech said. You could not pay me enough to deal with calling into their customer service number. My issue was not fixed by their plumper which is non debatable. I want someone from their company to call me to get my money reimbursed. I have a detailed bill of $1850 explaining what the problem was and it had NOTHING to do with simple turning up the hot water heater.

If I could give less than one star I would!!! I have had this warranty for over 3 years and only used it twice, both times for A/C a year apart. This last time, the technician THEY sent can't fix the problems and suggests a new system. Of course, AHS denies that--says the issue is not normal wear and tear. The system is 20 years old! Customer Services is the WORST !! I have literally spent over an hour on more than one occasion trying to understand the script readers. Offered a "cash in lieu" and told to fix it myself. I do. But then the CIL is denied. They want me to continue to pay each month for an A/C they will not fix. And will not offer me one red cent. Stay as far away for these folks as you can.

I have had American Home Shield for 20 years. Most of that time it has provided very good service. However, it has now begun using non-US citizens to answer its phones. Not only is it difficult for them to understand me, but I can’t really understand them very well. I had to have a washer repaired, which should have happened quickly. It didn’t. They sent the order for the technician, and a repair was attempted, but it was not the right solution. A second attempt revealed the washer could no longer be repaired. At this point it is supposed to be replaced. It has not been replaced. I make many calls and receive promises of follow ups and a solution to my problem. Nothing happens. In over 2.5 months nothing has been done. I am currently on yet another call with them. Soon I will just give up and get a washer myself and NEVER use this service again. The service has been declining for several years anyway. No loss there. It’s sad to me because it used to be a great service. I do not recommend using it at all. You will only be frustrated if you actually have a large appliance problem.

AC unit air handler had died in mid May. I called AHS to file a case with them to get someone out to look at it. An entire week later, and I was told that the contract company was contacted, and I should "hear" something back in 24-48 hours. Fast forward to the beginning of June, I finally have a tech come out that figures out that the air handler has died (i told them this on the phone, weeks earlier). The tech showed up, troubleshot the system for about 5 minutes, made a determination and told me that he would have to submit his findings back to AHS for "REVIEW." 6 Business days later (I do not include the weekends) and now it's June 12th, I finally received a call back from AHS, telling me that the work order has finally been approved (you are telling me that you pause work for things like AC in the HOT HOT HOT Texas Weather, for a review/approval board? What is this? NAZI Germany?). I am told that now the parts can actually be "ordered" and that may take up to 1-2 weeks for the parts to come in. It is now approaching 94 degrees in my home, every day that goes by, the temperature has been raising, and why shouldn't it, it's the summer now. Now I have to sit around, sweating to death in my home, because of some "approval/review" board for purchases. I have been a customer for almost 6 years straight with AHS, and this just takes the cake. This is the most ridiculous, ludicrous company imaginable. I have also been recording every conversation that I have with an AHS representative, who gives me red tape and talks about all the processes and procedures that my claim has to go through in order to be reviewed. Excuse me, but no, I do not care about your processes and procedures, don't lip service me to death on the phone, talking about the hoops that YOU have to go through, that's exactly why I pay you for the contract, so that I don't have to be bothered by any ridiculous processes and procedures. That's YOUR job, not mine, which is why you receive money from me. Total thus far, I have 7 recorded conversations from low IQ individuals reading from a script in the Phillipines. I also have 3 recorded conversations from supposed "supervisors" who could barely speak english. Finally, someone from America called me, and told me that there is no such thing as a review board, he wasn't aware of it. He told me in plain english, that they service the claims as they come in, and right now they have a 2 week back log of claims, that they haven't gotten to yet, but since I kept calling and bugging everyone, they decided to move mine ahead of the line. So, for everyone else that's still waiting for something to get serviced from these incompetents, I truly apologize, it wasn't my objective to push everyone behind me in line. However, that being said, they shouldn't have a 2 week back log of claims, they should be if anything, 24 hours out, for EVERYONE. If someone was dying of cancer, would you make them wait 4 weeks for a doctor to finally tell them that their chemo has been ordered, and it might take an additional week or two for it to show up? Who does things like that? I'll tell you who: Criminals.

I just reported my complaint of a claim very unfairly denied--with little prospect of fair review of the decision--to the CA Depart of insurance at Claims Services Bureau. The first repair person said I was at fault for overloading my washing machine; I explained to the second repair person that companies no longer make full size washers that fit under kitchen counter so I intentionally ONLY put in HALF loads for years. He said technicians cannot distinguish between overload and metal fatigue due to age, wear and tear. But his supervisor, trying to please the hand that feeds them, also said I overloaded machine, thus claim was denied. There was no really no place to write out my complaint so it could be fairly reviewed. When the salesperson was trying to get me to renew my last year's policy, I said I had some old appliances, and he said "that is a very good reason to get insurance to cover them"--when it came time to really get help with replacement, I got zero assist. I wasted $425 on the policy plus another $100 on the repair call--money that would have been better spent towards replacement. Buyer Beware!

Customer service is completely clueless. I keep speaking to people that have no idea what is going on and is not able to solve anything, I called the I don't know, I don't care attitude. They always put me on hold, I am spending at least 4 hours a day trying to get my problem solved, but nobody is really able to help. Evertyhing started 2 month ago when I put my first claim, plumber found nothing, but he charged me for an uncoverd item, wich I payed out of my pocket. i kept loosig water... I found a leak while I was replacing a shower faucet, I opened the tile from shower and found that the main valve system was leaking. I called AMS again on 6/3/2019 and they sent a plumbing company as second opinion (not without demanding it, because remember this is clueles people that do not care and do not know what is going on). They said that the shower valve is leaking and they have to replace it (right...). They told me insurance will pay for that but, since the previosus sealing was some type of plastic, they have to put a welding sealing. so they said that I will have to pay about $285 out of my pocket for something they called a modification wich was replacing that sort of plastic seal for welding seal. I thought was too much money so i called AHS to see my options. after speaking with customer service for about 5 hours on Thursday the 6th 2019, they said they can send me a check for the covered item (remember that I am speding hours with them an demanding because again this is clueles people that do not care and do not know what is going on) and I would cover any additional not covered item. I said fine. Today they called me saying that they are sorry but the payment was not approved because the repair was done already... I said, what? What repair nobody has made any repair yet, after a long waiting then they said. I am sorry it was denied because the plumber could not make an opening to the wall and could not make a diagnostic. I said what? I already removed the tiles before plumber came and he gave me and estimate already, they actually just told me to remove a couple more of tiles and to call them so they can start the work... this was on and on and on for hours and you know... they do not care do not know... it was like speaking to a wall,, so that day i gave up... I called on Friday 6/14/2019 again (I just spent about 3 hours that day) finally spoke to a representative that called the plumbing company to ask for the estimate of the work so they can send me a check... and I am returning back to the same place again, and I will have to spend another 4 aday hours to speak to people thay will transfer me to other people that do not know... do not care.. This company is a joke. UPDATE 6/11/2019: So today this company called me, and they made me an offer they said they can offer me $16.15 for all this work... so I said what?? sixteen dollars? and fifteen cents?? the valve itself on home depot is about $120 and the plumber job? So they said: you can call to your own plumber and pay to them but we can just cover upto $16.15. and the explanation this woman gave was We Negotiate to a great scale so that is why we can get those prices, I hang up and I called again and they just said, this is just the information that we have. so they repeated the same.. (This is crazy... ) She also said that she sees on the system that a supervisor will be in touch with me I guess is the person that read here my complain And she said you can talk to her if you want and explain the issue to her and MAY BE she can do anything about it... Well I am still waiting that call and just FYI I already know this company is not worth it, is a joke and they do not know (clueles people) and to know care. But I want to know how far this goes. I just cannot believe business like this exist I have been paying $50 a month and they were nice until I made this claim... that is called strategic stealing. I already spent on a plumbing company $450 today 6/11/2019 (and they want to give me 16.15! geeezz). I already made the repair and I am just posting this so you can know... Will keep this up to date.

We recently bought our home and our Real Estate Agent wrote a home warranty into our contract. American Home Shield. They were paid by the title company... a month later they say they never got paid even though I have the canceled check to prove it. Their customer service rep “Jake” put me on hold more than 8 times to “check” on that. After 40 minutes on the phone with Jake, during which I demanded to speak with his supervisor no less than 10 times, I finally hung up. His supervisor either refused to talk to me or Jake never told him/her. I am livid. I have already had to pay out for repairs that they were supposed to cover. I suppose this is how they manage to make money... sell policies but don’t actually provide the services!

When I bought my home the sellers bought a one year of coverage from AHS. I can see why the a/c system goes out at least once a year. When you call AHS it takes them about a week to send someone to fix the issue. One week? There is a 75 y.o. Person in the home. We live in Florida where the temp is in the high 90’s. We had to buy to room a/c units just to be able to stay in the house until AHS sends someone out. After 2 years and multiple a/c failures this last time it was the air handler fan motor that went out. Service tech said AHS will shop for the cheapest fan replacement that can takes weeks. I called a different a/c company and had a new unit put in. As this debacle was going on our refrigerator stopped working. Called AHS and the earliest they would send a repair technician would be one week. One week? I lost all of my food and refrigerated medications. I called Angie’s list and got a repair tech the next day. I called AHS to cancel the contract. It takes 30 days to cancel and will be a cancellation fee. I asked the female on the phone with bad broken English what the fee would be but doesn’t know, put me on hold to come back and still not give me an answer to the question of how much. This company is a total joke. Avoid them at all costs!!!!!! You’ve been warned

Customer for almost 9 years. Having issues with ac unit. Was told earliest someone could get here was Tuesday. Well, the unit started leaking water and we called to see if anything could be done to speed up process so water damage to house could be limited. We were informed that a technician already agreed to a day and timeframe so this wasn’t possible and needed to be patient. When asked if we could go with another technician that could help us as soon as possible, the only understandable response was it would be another $75 fee. We questioned getting rid of the service because of slow and inconsistent response time in the past. We will definitely be dropping them now.

I have had a contract with AHS since I purchased my home in January of 2004 and have never had a problem with them until my current repair issue. It seems their customer service has been outsourced to a company in the Philippines now and there is no ability to speak with anyone in their corporate office (wherever that may be) to file a complaint. I don't want to go into all the tedious details of this service request, but suffice it to say, it's the worst experience I've ever had with a contractor of any sort. The most outrageous part is they have already charged me a $75 service call fee and my repair hasn't even been scheduled, much less completed. That is clearly unethical and I would think, illegal. I want to find out what the next level of filing a complaint against this company is.

I have a AHS home warranty and my A/C went out. I had a service technician to come out and I paid the $125 fee. They diagnosed the issue but spent more time trying to sell us a new unit, so we requested another service technican. The new technican came and diagnosed a different problem. It's now been 3 weeks since the first diagnosis and 2 weeks since the second diagnosis. I have called more than 10 time and spent more than 8 hours on the phone. I cannot get AHS authorization department to provide feedback. They will not call me back. I called againg today after waiting for more than 30 minutes on the phone, finally got a real person who put me on hold for 15 minutes then finally just hung up on me. This is unbelievable. I have 4 contracts with AHS and I have been a customer for more than 20 years and also recommended them to friends and family. I just don't understand what is happening. Each month they are deducting over $200 for contracts on 4 properties. Each time we make a request which is probabaly once a year, we pay a service fee but now we cannot get any service. I am beyond frustrated and would like to speak to someone is Customer Care/Loyalty. Any advise on what I can do next?

This happened the week of Memorial Day 2019. This company would allow the customer to speak to a supervisor at any time; customer service reps always pretended to put us on hold and after 15 min waiting call automatically disconnected; this happened on 4 occasions. Also, although denied, it is obvious that customer service reps are outsourced. They automatically debited my account with service charge when submitting request for service. Technician contacted us after 72 hrs. to tell us it might be 3-4 business days before they could send someone, and there was no telling exactly when and what time. It took us three days to have policy cancelled and we are still fighting the service charge with the bank. Last year, we put a service request, were charged the trade fee but we never got to see the technician even though were suppose to meet but opted to show up on a different date, only to deny the claim. We just terminated our contract, but was force to put a stop auto-draft from bank account for future monthly payment, just in case. CONSIDERING ITS YEARLY COST AND TRADE FEES, TERRIBLE COMPANY TO DEAL WITH AND ITS CUSTOMER SERVICE AND CANCELLATION POLICY SUCK.

My central A/C stopped working. AHS had their contractor contact me. They could not come for 5 days. On appointment day, their window of time for arrival at my home was from 9AM to midnight. They came. They diagnosed a leak in the coil in the attic. They told me I should replace both the inside and outside units. The outside unit would cost me around $8000. They told me AHS would cover a portion of the inside coil only. AHS told me that to replace the coil would cost me $2,200, close to $11,000 out of my pocket. I asked AHS how much they were paying, they said $500. I hired another A/C company and their cost to replace the entire system was $3,500. I regret paying the $500 for the annual AHS contract and the $82.00 to have their contractor come to my home.

The absolute worst service ever! I called AHS because one of our air conditioner units was not working. We have 3 units, the bedroom was not cooling. Keith came and told me to turn off other units. He then went into our attic and determined that roof rats had eaten through the lines going across the attic to the outside unit, even though he said there was lots of rat poison in attic. He said we needed to open up the drywall in the house to feed the line outside and it was a big job taking 3 hours and 2 men. He left and then we realized the main living room was not cooling (it was working when he came). I called Air Command and got answering service. I called Keith and he said he had disconnected the wrong unit....and was too busy doing an "attic" job and could not come back to re-connect good unit. I called a friend who had worked on our air conditioner before (he is in charge of Air Conditioners for a local school district). He came out and checked the lines in attic and said they were fine. He found the bedroom unit outside needed some wires replaced at the unit and he reconnected the disconnected unit. It only took him 45 minutes. Keith the technician for Command Air lied about the supposedly chewed up wires in the attic! I called Air Command, and they had nothing to say and did not follow up. I would never recommend this company! I called AHS and was routed to the Philippines. I had a difficult time understanding what was being said. They refused to let me speak to a supervisor, it was like they were reading from a script. They were no help at all, only made the situations more frustrating. On Monday when I reached a US customer service person, not much better. They were not concerned that the vendor lied and had left and turned off wrong air conditioner. They also would not let me speak to a supervisor and after 30 minutes finally refunded me the $100.00 service fee. I would never recommend this company!

I had this coverage for over 2 years, never used it. April 2019 month was paid. Canceled coverage last week of April. Customer Service said no problem with cancel the service. I was making changes with my property and told them I would get the service back when changes were made. Received e-mail on June 2 that I owed 52 dollars and some pennies for (May) service. I canceled in April. Was told by young lady that I could not understand very well ( Her accent) that by law they could charge me a fee to cancel. Did not try to work with me at all. Beware of these people they don't operate a business very well. Sounds like all they care about is money and not service. ( Beware )

FYI: Stop!! Do not use them. This is the company American Home Shield is in contract with! The scheduling was a fiasco and they showed up on the day I was moving and charged me.weeks later. The office lied about the scheduling problems. I had two properties and the second property the technician spayed water in unit and said he probably made it worse. Then he tried to sell me a $600.warranty!!! I am reporting to state on misconduct!!!!!! I assume it is not a coincidence of the low ratings. This is my first review in a negative tone. Terra, the office manager, hung up on me. I asked for owners name and she refused this information.

If I could give a zero I would. Their customer service reps cant provide correct information on your home warranty if you call to ask simple questions Such as : When is my new payment due? How much was my renewal? The rep Frances said I did not have a renewal. And my last policy was $315 when it was $441. That's alot of difference in cost. I asked to speak to a supervisor because I knew I renewed it 3 weeks ago with Agent Randy. I was on hold for over an hour. Bad customer service. When I did speak to the Supervisor, she did clarify I was right, my policy was renewed & the cost. But I had to wait an hour on hold for this simple information. The rep that answered the phn should have been able to answer that question. Over all very disappointed in the customer service skills. I would NOT recommend them. The insurance agent Randy did an excellent job in providing me with current and new info regarding my policy renewal.

I have been with AHS for 12 yrs. I have watched my premiums increase about 15% on average per year. i just keep paying worried that the big repair is right around the corner. But If I add up the avg. $800 per year and $75 service fees (for only 1 appliance at a time - if 2 sinks are clogged its 2 $75 service fees. I would of been able to cover it myself instead of putting myself through so much frustration, hours on the phone and $thousands of dollars wasted. , I had a washing machine that the bearing broke and according to 2 tech's,All Valley Appliance and Magic Appliance Repair they it wasn't broken even though it sounded like a rocket was taking off and shook so hard that it cracked my flooring but it was "fine". I had City First Electric come out for ceiling fan wobbling, the Jr. tech said he'll have to have someone comet and try to fix...never heard back from them. I signed up for the AC tune up. E&A Mechanical comes and goes right to my attic and says I need an overflow valve or it will leak and ruin your ceiling and cause mold.....$280 later I'm wondering why did I buy that? I have 2 Acs so I had to call 2x for E&A Mechanical to come 2nd time, take a valve from my unit and says they have to call AHS to see if covered. I never hear back from them, call AHS never hear from them, call back2x and they say they sent E&A Mechanical emails and they were not responding. I ask if they called them response was "no". I ask was anyone going to tell me? ....radio silence. The technicians they use are below average and some are quite creepy. I don't think most are properly licensed either. The call centers are overseas and you get a lot of "i'm sorry I understand your frustration...blah blah blah. Now with Home Advisor and Angie's list and many others, Home Warranty policies are for when your garbage disposal needs fixed. My experience has been awful and I finally terminated my contract and warn consumers that you will have spend time ranting and raving, have to call and call and call and have claims denied or fixed by unlicensed, sub par contractors. Go with reviews from the Home apps and save your hard earned $$$$$

I just cancelled my American Home Shield contract after 15 or maybe 20 years. I had just made a payment but was having trouble continuing to make payments so I called them to reluctantly cancel my contract. First they gave me to an agent who tried to get me to keep my contract going and she even offed to move my payment date. I had asked for this in the past and was told I would have to make two payments to do this. All of a sudden she can do it in an instant. Then she goes ahead and cancels my contract without telling me about a one month fee for canceling. Even that was fine I should know my contract but I had just made a payment to them and haven't used any or VERY few days on it and they're keeping the money as well. 115.64 is what they kept. Their agents either don't know the English language or are rude and pretend that their phone is having trouble. I was even hung up on. Where's my refund of the days I didn't use????!!!!! I am the widow of a deceased disabled American Serviceman and I am disabled myself. This is how they treat vets and their families. Watch out guys!

I purchased my home in September 2018 and had NOTHING but problems with my refrigerator. I have spoke to AHS several times and even went as far to talking to supervisor. The appliance company has been out to my home 9 times and every time it is a different issue. AHS is saying that the appliance company has to tell them the the refrigerator is not fixable before they will replace it. I told AHS as a company they should be able to tell by the 9 notations of trying to fix it AHS should no its not fixable! Also, not to say the time and money that is cost me to be off work and on the phone to try and get this resolved! Also, to mention the loss of food and NO ice that I have purchased. I DON'T RECOMMEND THIS COMPANY AT ALL! I feel that AHS is just trying to buy time and half way fix the refrigerator until my warranty is up and then I will be stuck buying a new one. Very poor customer service! They should take better care of their customers than this!

Summary version: We got near the end of our warranty, so AHS strung us out and left us high and dry to avoid having to pay to fix the HVAC. Do not trust or us this company. My wife and I purchased our house in May of 2018, and we got a year's worth of warranty when we bought it. Our HVAC needed servicing in early May of this year, so American Home Shield sent out a tech from some company to fix the problem. He failed. We called around a week before our warranty expired to set up a service to fix it, and we received confirmation that even though the service would be after the warranty expired, it would be covered by the warranty. The technician arrived, made a recommendation, and said that someone would be calling to schedule repairs. A week went by. We brought home our twin sons from the hospital to a house without functioning AC in May in Alabama. When we would call AHS to check the status, they would say they were waiting on the repair company. When we called the repair company, they said they were waiting on AHS. After a week of calling, we finally got someone to say they would come out 5 days from now, even though the AC still wasn't working and our roof was dripping. I called AHS to complain and was put on hold THREE times. Each time, after waiting for 15 minutes, I was disconnected. This is a shameless and dishonest company that you should not trust with your home.

I'm not going to write a dissertation of my 6 months of nightmare with this company. BUT, I AM going to list for you the violations and abuses to which I have been exposed (in addition to the omnipresent 30 to 45 minute hold to speak to a human being at the company). To wit: They say in the first line of the contract under "Coverage Overview" that "Coverage under this contract includes ... malfunctions .. which occur ... insufficient maintenance, rust, corrosion or sediment." BUT, when you file a claim for lack of water pressure due corrosion and sediment in the pipes, they say "We don't cover problems caused by low water pressure" and "It's not covered if there isn't a leak." In response to a call regarding the lack of water flow in the bathrooms and kitchen, they sent out a rude, incompetent contractor who broke my expensive vintage chrome gooseneck faucets with porcelain handles and separate sprayers. AHS tried to replace them with $5 cheap garbage flat faucets with plastic knobs and no sprayer. It took nearly TWO months to get THAT mess corrected and get proper replacements for my faucets - which, by the way didn't fix the problem (see the first item above). The same incompetent contractors, in order to replace the faucets, turned off my water at the main. Even AFTER I explained in GREAT detail about NOT turning it back on without disabling the sprinkler system because the sudden pressure would damage the system, they ignored me and blew my entire sprinkler system to the tune of $3,500 in repair costs and another $325 in lost water because I was at work and didn't see the problem until I came home to knee deep water in my yard. OH - neither the contractor nor AHS will take responsibility for the damage. They sent the same incompetent contractors (after multiple complaints about them) to fix a broken sewer pipe. They did such a slip shod job that now, 6 weeks later, I'm having to pay again to have the pipes fixed. I have refused to allow the previous contractors in my home. I have a new company working on them. The SAME incompetent contractors also manhandled my LG All In One Washer/Dryer unit which ceased working as soon as they roughly shoved it across the floor and I now have to have repairs done on that. AHS sent someone out who didn't even recognize the machine when he had just put his phone on it!! So far its cost me $135, but it's not fixed and it's been a month. Again, they both refuse to take responsibility.. Finally, after months of haggling with the company, I had my attorney write them a letter about the plumbing and about my LG Washer damage. AHS responded with a not-very-polite "we don't want your business". My LG washer is still broken because I can't afford to get it repaired and my new warranty company won't cover prior damage. So much for 'Home Warranty'. I will be filing a complaint with the state insurance board. There are simply too many options now to put up with this total lack of service and refusal to perform on the terms of a signed contract.

AWFUL AWFUL AWFUL! My AC went out April 11th, 2019 and it’s now May 30th and it’s STILL not fixed. Contractor no showed the first appointment and didn’t call/text/email. When he finally showed up, it was in a beat up, unmarked truck - no signage, no business cards, etc. He had to order parts to fix the problem and once the problem was “fixed,” our AC stopped working again two days later. After putting in another request, and getting no-showed two more times, he finally showed back up May 3rd to tell me my compressor was shot. When I asked him why he didn’t call me after I waited around for 4 hours, his response was “I knew you’d call AHS.” Are you serious?!?! Great customer service! Then he proceeded to wait until May 14th to tell AHS that I needed a new compressor! In those two weeks we received no communication from the contractor or AHS, and each party blamed each other. In between all of this I called AHS and asked to speak to a supervisor and all I got was transferred to the Phillipines (after the US sales rep told me she was transferring me to GA customer service). Contractor finally showed up to install new compressor on May 26th. On May 28th our air stopped working AGAIN. We called the owner of the heating an air company and they said they would have the tech call us to schedule an appt. Two days later, nothing. So I reached out to the contractor and he told me he would be arriving on May 30th (today) between 4-8pm. Well, of course he didn’t show, didn’t call, didn’t text, etc. I’ve tried customer service again only to get put on hold on the “supervisor line.” I can’t speak to anyone in the US, AHS has refused to refund my $75, and is telling me I can’t switch contractors because the current company already worked on the problem. We are literally desperate. We have two children trying to sleep in temps of 85-90 degrees and can’t get help from anyone. I’ve tried being nice, I’ve tried yelling, and nothing gets done. This is by far the WORST company I’ve ever worked with. I hate wasting my time with bad reviews but we had to post something somewhere in hopes someone at AHS will see it and call us. Scott Zannini

I’ve been a member for almost 3 years and have been dealing with an issue with American Home Shield for over a year. I called American Home Shield (6) times within a year for the same issue with my A/C unit and was told I would have to wait to get the diagnosis from the contractor when they came out every time. When i called to find out what diagnosis AHS had received they said they haven’t gotten anything from the company and have been calling them and calling them to no avail (LIES). Contacted both companies after getting off the phone this afternoon and was able to get the notes/recommendations/service information from the contractors who came to service my A/C unit. When I called AHS back to find out why this unit has been replaced, because I have called multiple times about it I was told it is my fault as the owner and I should follow up with my tenants to find out what the recommendation was. Isn’t it AHS policy to receive the diagnosis/issue and to send someone to repair it? If it is, and you claim the company who you sent out hasn’t provided you any information (which should be policy for AHS) with anything, why would you send them out again to “put a bandaid” on the A/C unit and not repair it? Because if they repaired it, I wouldn’t have had to call 5 different times throughout the year for the same issue. I have wanted my A/C unit to be repaired since August of 2018 and keep getting the run around about getting a diagnosis. This is not how you treat customers and is completely unsatisfactory

I am saddened by this companies treatment as I have been a customer with them for over 15 years. I had a refrigerator that was broken. They first kept sending out a repair guy to piece it back together, but it kept breaking. After several calls and complaints, and writing a review, they finally agreed to replace the refrigerator. Here is the email From AHS:I will allow up to $1565.00 for reimbursement. I will follow up with you 3/15/19 to see if you have found anything. Thanks. The frig was purchased March 16, 2019, and as of today I still have not been reimbursed for the refrigerator. It took them months to send a check, so when I called several times inquiring about the payment, I kept getting the "it is coming". I also emailed the person who reached out to me after my written complaint and she ignored my emails. After several more calls and months later, and speaking to a supervisor, they indicated they would stop payment on the check and reissue another one. That afternoon a check arrived. I called back informed the representative that the check did come, and should I cash it or wait since they were going to stop payment on the check. I was informed the process had not begun so I was free to cash the check. Great! so I go to the bank and make the deposit, only to get notice a week later that my deposit from AHS was stopped. So now I have incurred bank charges. Not only have I incurred bank charges I am also being charged interest on my card for the unpaid amount on my card due to the purchase of the new refrigerator. I am retired and on a fixed income. I can not afford these extra charges American Home Shield has placed upon me. I am saddened by the treatment they have provided for a long time customer. I have been dealing with my issue with American Home Shield since August 2018 and as of today (May 2019) my issue still has not been resolved. I warn you not to deal with this company because of their poor customer service and service overall.

This has got to be the worst customer service there is. On April 22nd we called that our AC was out, on the 23rd a tech came out, he advised us that the motor in the attic has burned out and it would take 3-5 days for the part to come in, on the 3rd day my wife called for a follow up, they had no diagnostic report from the AC tech the rep promised to follow up and it would take 48-72 hrs to get a reply, I called back three days later, I had to go through the entire issue from day one, seem there was no updated notes from our previous call, I asked to speak to a supervisor none was available, called back the next day for an update again I was asked to go over the entire issue asked for a supervisor again non available, I called a random number within the company and advised to call back customer service and and ask they send a request to their authorization department to request another AC company be sent out, called back the next day again had to tell the entire issue, but I got no positive response, ask for a supervisor finally got one, talk about a fumbling bumbling conversation, so I asked can you expedite my request because it’s now over two full week, I could not believe the supp response. No I Can’t Do That, but I’ll call you back, that never happened, made more random calls gat the number to the Authorization Department, spoke to a rep who sounded so concerned and sympathetic promised to push my request through and will call me back by end of day, glad I didn’t hold my breath, on May 10 one of my Church members who is a certified AC tech came and replaced the part, he only charged for the cost, on May 14 I sent an email requesting reimbursement, got an auto reply mail, we received your email, it will be read in the order it was received. Don’t ask me why but I call yesterday the 29th to see if I can get some assistance same result the rep couldn’t help transferred me to where I got disconnected. Bottom line this started on April 22nd here it is May 29th and I have not heard from anyone at American Home Shield

Well today is 2 days past Memorial Day 2019. Our basement pipe started leaking in February 2019 and we are still waiting to have it fixed. We're going to be entering month 5. We have to go down in the basement and shut off the water every time we leave the house because we don't know if our Band-Aid to hold the pipe will hold till we get home each and every day.. We have to shut off the main water when we go to bed.incase it blows our temporary fix during the night. It's a leak in the mail pipe coming into house. We have conservatively spent 6 hours on the phone trying to get help. Being tossed from one to another , some you can't even understand their accents. . we have had 4 plumbers in here looking at it. 😭. We are screwed so far with this company.

I requested service for my oven and a sear’s service specialist was sent to my home. He informed me the oven was beyond repair and needed to be replaced. I have waited for well over a month and called at least a dozen times only to be given the run around each time. Every time I was told in 24 hours a decision would be made and of course it was not. No effort was made to reach me even though I was promised a call back from a supervisor each time I asked. There appears to be disconnect between the obviously foreign outsourced customer service and the company. I am frustrated and feel somewhat powerless in the face of this company’s clear violation of their contract. I feel my only option may be litigation.

My AC stated leaking water on 5/1/2019 and reported on next day. Appointments were scheduled and cancelled by 2-3 vendors after repeated phone calls. Finally a vendor came a week after and checked it and said evaporator coil is leaking and need to replace along filling 2-3 lbs of Freon 410. AHS sent another contractor almost a week later for 2nd opinion, confirmed the same thing. POOR COORDINATION between AHS and Contractors, **** I had to contact AHS and Contractors at least 20-25 times by this time. **** Customer support doesn't understand anything and when asked to forward to supervisor or someone in USA (not to disrespect them), nothing works, just hitting the wall. Finally they have me the quote of $765 for Freon refill of 7 LBS after $10 covered by AHS. I explained AHS it requires only 2-3 lbs per what Vendor (Carolina Air INC) but story changed to 7 lbs and @ 119/lb, this is double than what I could get it done by individual contractors. I told AHS, I will get the Evap coil done by vendor (Carolina Air Inc) and get the freon filled by someone else on my own expenses. AHS refused and they also gave me the cash offer with tonnes of restrictions. I finally went with AHS's vendor by paying $765 and $110 for service fees. This tells, they jack-up the price for freon and no choice for customer for freon and win-win between AHS and Venodor, per my understanding. Another big problem is it's totally different brand, my system is Carrier, they did put dirt cheap Goodman's Evap Coil, in Amazon it's $365. With this combination, I could get the work done for less than $1000, why should I use the home warranty company? Major issues: 1) customer service is horrible, total 20-30 calls I had to make, poor answers 2) Almost a month to complete the work (except 1 extra day I took to decide whether to go with AHS or cash out option). If I haven't called, it could have taken another week or more. 3) Jack-up of freon cost compare to other vendors $49-69/lb vs $119/lb and not letting the option to split (even I want to pay from my own pocket) 4) Cash out option is on the fence, time it takes to process and also if they really refund the money based on "determination" of the work done by external contractor. 5) Vendor wants to fill 7 lbs of Freon, though only 2-3 lbs needed and AHS supported the Vendor and didn't want to comment on that. That's colluded in my opinion. 6) With AHS, my out of pocket is $875, if I get it done by myself, less than $1000 with better parts. and... deserves ZERO stars.

My air conditoner has been broke for over 3 weeks now. The contractor that AHS sent to my house was very unprofessional and unprepared. He kept complaining saying his boss is tired of not getting paid. On the invoice he wrote something so far fetched that I refused to sign it. He stated that he has to write what his boss tells him to. I called AHS and they called the contractor to have a "supervisor" sent out. The "supervisor" wanted to take the part that needed to be replaced with him for comparison. I called AHS because I felt uncomfortable doing that. AHS advised me not to allow him to take the parts with him. It took the contractor weeks to call back only to say they cant find the part and I would have to pay out of pocket for a new air handler. My child has been sick, it's been hot, so I thought I would just deal with the leak in my sons room temporarily. I tried to turn my air conditioner on and now it doesnt even blow air at all. So over 3 weeks mulitiple phone calls, repeating my story sometimes 3 or 4 times a day still without air conditioning.

They are very helpful when they are enrolling you for the service- Of course! But where it breaks down is when you need help- go figure! They are blissfully happy when you're sending in your payments in good faith, but when a claim is made the whole thing starts breaking down. I would never outright hire the maggots and malcontents that have signed up as "licensed contractors" one the company's list of approved repair shops. These knuckle dragging, low IQ dropouts can barely fog a mirror much less diagnose and repair today's HVAC systems. The bottom line is save your money, quit giving it to companies that will bleed you dry while professing to "have your back"