American Home Shield [AHS]
Reviews and Complaints

Situation: I had Mountain Heating and Cooling come out on November 15 to do a furnace inspection at which time they found a crack in the unit and said the furnace needed replacement. It's been three weeks, I have submitted another $75 for a service request and NO ONE has ever gotten back to me from either your organization or Mountain Heating. I have called various times only to reach people who tell me NOTHING about what I am to expect.

I am elderly and without a furnace.

Is it too much to ask that I be told what is going on? The last time I had a furnace problem you sent someone else to fix it because the company you had as my service company couldn't do it.

I find it funny that you sent me an email last month saying that I didn't pay my bill for that month which ended up being bogus because it's an automatic payment and I have proof that it was done. You certainly had time to address this but the actual service is being ignored.

Details:

Lynn Windbigler

2939 Lowren Loop

Port Orchard, WA 98366

[protected]

I just want this addressed by someone who has integrity enough to do so.

My next step if I do not hear back in the next day is to contact the state of Washington and make a complaint.

My concern is for my pipes breaking which you also cover and the fact that this seems like elder abuse to me.

September 2022

I had been paying the monthly contracted amount for Contract Number [protected] for over 3 years. I had never used the services in those 3 years.

I called because I noticed pooling water beside the house next to the foundation. The person that answered the phone said that unless it was under the foundation they would not come out.

I was so upset, I cancelled because the only 2 times I called American Home Shield, they either made it worse (as explained below) or wouldn't come out. I called a Plumber on my own, and it indeed was the main 2 feet under the foundation of the house. The plumber got under the home, dug it out and replaced a broken PVC T. It cost $3750.00. Had Home Shield come out as they should of, my costs would have only been a service fee. They would not even schedule the plumber to come look to verify where the leak was. Had they done what they are paid to do I would not be an underpaid retired teacher having to go back to work to pay this bill.

A month before this I paid the $100 service of having my Swmp Cooler looked at, even though I had already paid $200 to have it serviced, to make sure it was in perfect condition. It needed no service. I asked them to inspect it to make sure it was serviced correctly (pads in place). Within 20 minutes of them leaving, cooler that had been working for weeks correctly starting leading heavily off the roof. I immediately called Home Shield, they said they would send them back. I aid absolutely not, what was working fine became a disaster after they "inspected" the cooler. The men asked if I wanted new coolers, I told them absolutely not. These cooler were only one year old. I believe they intentionally took the small red caps off the coolers to make them leak to scam and put in new coolers, making a profit. I believe it was as close to a scam as it could be. I called American Home Shield, they reimbursed my $100.00 and offered my next service call free. That call was the above mentioned plumbing, which they refused to service.

They are scammers. As you can see from the photos, the lead was indeed well within the foundation as required by American Shield. They should have come out.

I signed up for this "service" back in March of 2022.

In August I had need of two service call outs and made the appointments with American Home Shield. One man texted back he was too busy and to find someone else. The other never showed. I called AHS back - they had lost both of my service requests. I made 2 more. Nobody called to set up an appointment with me. I called back. One service request had been lost again and the other they would contact for me to get them to come out.

8 weeks later the tech came out and he fixed the ice maker for me.

The other tech finally came out and said it couldn't be fixed as it was a design flaw.

* (I called a local contractor to fix it and paid out of pocket, it was not a design flaw).

I called to cancel the service because 8 weeks with only one satisfactory result was not the service they offered, or the contract I signed with them. Several of the service reps I spoke to agreed with me this was unacceptable and I canceled the service in September.

I came back from my vacation and went over my bills to see they had in fact not canceled my account and were still charging me October and November. I called them to dispute this and after 20 minutes of arguing with their "customer service rep" - he did cancel it with me on the phone and said he would be adding a $348.30 cancelation fee and NOT refunding me Oct and Nov even though he saw I had canceled it back in September.

This "service" is nothing more than a scam and I have now spent an hour wiht my American Express reps ensuring they cannot charge me and that I am now in a dispute with American Home Shield. I have been trying to locate a person to write to about this at the highest AHS levels and of course, they're nowhere to be found so far! I will be reporting this incident and today's phone call to as many places as I can to help warn others what I went through.

I contest the final decision given by Unified Contractors.

The contractor came a day before his appointment only to use our bathroom. As soon as he saw it was a camera doorbell he told me his company does not work on these and are not allowed to touch them.

He then said he would send his report for AHS to send someone else who does work on camera doorbells.

I ask you “how was he able to diagnose my camera” if his company doesn’t work on this type of a door bell? Next, he came in asked to use our bathroom looked at the camera didn’t touch it or checked to see what the problem was, because he’s company does not fix them. He falsely reported his diagnose and I deserve my service fee to be returned immediately back to my account because his company could not service or fix my doorbell.

My doorbell was never hanging on the wall. My camera doorbell is for security purpose. I would have bought a doorbell and paid him to put a new one on, but he never said that was the problem, because he never checked it. His diagnose is false. Attached are pictures of my doorbell the way it looked on the day he came to my house.

Also, I know a service fee is paid, and any additional work that is not covered is paid by me which I was going to do. I hope you do the right thing and return my service fee for services not received.

Alicia Luna Garcia [protected], I hope to hear from you soon. This is very upsetting that your contractors can lie and be paid.

Please do not buy an American Home Shield insurance policy at all!

This company is just a [censored] and doesn't want to take care of its customers. First of all, they ask you to pay a service fee of $100.00 in addition to the premium you pay. The reason you pay the fee is that you are expecting to get a service from them, but they send someone to provide the diagnosis in their favor and finally tell you something which is not right just not to cover the issues and not to pay for. I have asked them for 3-time services paying $100 each and they never provided me with a service or coverage. They always provide an estimate with a non-covered diagnosis. Everyone knows that there are a lot of companies who are willing to check the issues at no cost to you, but they ask you to pay even though they are not covering the cost of the issues.

This company is not trustable, and I think its mission is just to make its customer's pockets empty. I am going to cancel my policy right away and claim my bank to refund me the money I have paid for but have not received any services.

On 11/19/2022 called AHS to report that our furnace was not working. At that time the temperature was 25 degrees outside. They opened a claim and advised that a contractor had been assigned, Service Max Heating. This company is approximately 2,5 hours travel time from where we live. We then called Service Max Heating and left a msg regarding when they would be able to check our furnace. They never called back. We contacted AHS again about getting a contractor and would they assign someone closer to our location. For the next 3 days we received a run around from AHS about them assigning a contractor. On 11/21/22 AHS FINALLY agreed that we could find our own contractor. They explained the process for this which included we would need to pay out of pocket for the expense and after submitting required documentation would then be reimbursed for the expenses. We complied with their requests and emailed the requested information to them on 11/21/22. We did not receive an email confirming that they had received the email. On 11/28/22 a call to AHS was made to determine if the email had been received. We were advised that the email had been received on 11/22/22 (no email to us advising). The agent with AHS advised that there was an error on the Independent Contractor Reimbursement Form. We corrected that error and resubmitted by email the information to AHS. On 11/29/22 called AHS again to confirm that they had received the documentation by email sent on 11/28/22. Was advised they had not but to call back on 11/30/22. An AHS agent on 11/30/22 advised that no update was in the system and it would be 14-21 days before their dept would get notification about the email. Asked to speak to a supervisor. Was told there was no escalation dept there that we could be transferred to. Asked to have a supervisor call. Was advised that a supervisor would call; could be 24-48 hours or up to 7-14 days before supervisor calls. We are out approximately $800 at this point to have a service performed that AHS SHOULD have handled, eliminating the need for us to find our own contractor.

For your information, this information is being forwarded to the Attorney General, State of Washington and to Washington State Senator Patty Murray in hopes that they will be able to expedite this matter as AHS has been negligent in assisting us in a professional manner,

THIS COMPANY IS A RIPP OFF! I have been trying to get reimbursed $2,200 for an appliance that I purchased in March 2022. It is now November 2022 and I have not received nothing but the run around. I have spent a total of 8 hours in phone calls and waiting on hold. They have said they have sent checks, but they never do. They claim they have to do research on checks sent before they can send another check out. I do not believe they have any intention of reimbursing me for the appliance. It will soon be a year since they determined the appliance needed to be replaced, they are holding and making use of my money. There is no escalation of any concerns; only the "supervisor" who you cannot speak to. There is no one in their corporate office to complain to!

DONT WASTE YOUR TIME OR MONEY WITH THIS COMPANY!

I have been a customer of American Home Shield for several years going back to my days as a real estate agent being a big promoter of their services to my clients as part the their investment in purchasing a new home. My previous experiences with them have been excellent up until now. My refrigerator went out on the 5th of November 2022 it took a week in a half a service agent could even get out to look at. The repairman said it could be repaired of which I didn't have a problem with until his company called me and advise me to get in touch AHS due to the fact the part to repair the item was back ordered to January 2023 and there was no guarantee it would come then with news reports of material delays coming from China. I've tried on several occasion to reach a solution with their company representatives. I was even told they would give me a cash out option to go purchase another refrigerator only to call them to check the status of the e card they were suppose to be sending me. On this instance I spoke with a young man name Keyshan and he stated I would have to wait to January and that was the only option he would offer me and refuse to allow me to speak anyone else above him. So the inconvenience is driving me crazy the spoil food with the ruined Thanksgiving is more than they should even ask. Now you want me to miss out on cooking and celebrating Christmas dinner with my family. I need a refrigerator like yesterday. I need someone who can make a decision. Help

In October I requested their special to have my furnace checked. (Dispatch No:[protected]). Stated I would be contacted when a contractor was assigned. I am not sure of the exact date of the request, but I patiently waited. On 11/27/22 I began noticing an odd smell in basement. On 11/28/22 I went to my AHS online account to check status and the request was not even listed. I called AHS and the agent stated that their system had cancelled the request. I stated I wanted the service and he stated that the special had expired. I asked to speak to a supervisor. He stated none was available he would put in a request for a supervisor to contact me and that it would be 24-48 hours. As I was waiting the smell became stronger. I called lConsumers Energy and they came out within the hour. We had to evacuate the house and it was close to an hour before the carbon monoxide was low enough for them to be able to go inside and determine the cause which was my furnace. My furnace was shut down and I had them call someone for repair. Furnace could not be repaired and was replace on 11/29/22. The AHS supervisor did not call until hours after the furnace was replaced. I asked what they were going to do for me. Response was nothing as they did not call for repair. I told him if they had come and performed the service check as they should have, or at least have contacted me that they have no one to cover the area this emergency may have been avoided. The Carbon Monoxide levels in the basement was at 80 and consumers was surprised I was not ill. I told him I would have died if I had waited any longer on AHS. I told him that if they do not have sevice providers in an area they should not be taking payment for the warranties in that area.

They said they could not do anything for me.

I am complaining of lack of contract service to address 335 Eastfield Dr, Raeford NC 28376. My contract ([protected]) which is valid till 07/10/23. I am the owner of the rental property and contract. On 11/09/22, my tenant opened a work request for a malfunctioned microwave oven. On 11/16/22, a contractor from National Platinum Service (NPS) [protected]) arrived. The tenant was informed that he must submit paperwork to American Home Shield (AHS). Both me and the tenant have called AHS numerous times and we get the same story. An appointment is scheduled, and they are waiting to hear from NPS. When we speak to NPS, they repeatedly tell us they are waiting to hear from AHS. AHS has even given specific appointment dates and times, nobody shows up. The lack of service and lack of concern for my issue is totally unacceptable. My name is Xavier Poindexter [protected]), and my tenant is Yolanda Davis. My email is [protected]@msn.com

I started having issue with my refrigerator ice maker back in July. Several technicians have been out and parts have been replaced but ice maker still would not work. Dispatch #[protected] was the latest dispatch. After 5 months I purchased another refrigerator to restore service. I do understand these things take time to find the issue but after 5 months numerous dispatches and parts, still no service.

I had my HVAC serviced for the season. Was told by the technician the "existing system was currently down and beyond its average life expectancy." I called American Home Shield to share with them the report provided. AHS informed me they would have to send "their own technician" to look at the system. The technician came in, turned the furnace on and immediately shut it off, stating I needed a new unit. I was told by AHS I needed to use their contractor for service. I had another company to come in for an estimate. The representative from the second company informed me I was being charged too much for my out of pocket cost. When I called AHS, I was informed that they would only pay for the furnace and that they had no control over how much their contractor charged for out of pocket cost. I informed AHS that I was not pleased with their contractor and would be using my own registered certified company. My request was for a pay out (the money I would receive for the furnace). It took 6 calls to finally have some type of response to my request for a pay out. Every call gave a different response. The final call, I was told I would recieve an email with several options. The email received indicated, I would receive a payout of $725, only after I submitted proof of replacement.

This is dispatch ID [protected], in July 2022, I called to have my uline under counter refrigerator looked at since it stop working. On July 28, Tru Fix contractor (assigned by AHS) came to check out the appliance, they charged me $100 as my deductible and took defective parts out of the refrigerator to have them replaced. Since them I have not heard from them, AHS even at many times could not get hold of them. I asked AHS multiple time to assign another contractor, they said that they would but never did. I called their office over five times to check the status, they all tells me the same script every time. They always say that they will escalate but I never hear from them. I tried to cancel the contract on Nov 23, 2022 but the lady told me to give them one more chance to resolve and that she will send email to confirm. I never heard from her of AHS.

I have had to send back 2 refrigerators through this company as a result of a damaged refrigerator one time and missing parts the other time. I have not received any compensation for my time taking off work having to be home for deliveries only for me to have send the refrigerators back yet again. This is completely unacceptable and I'm highly upset that I now won't have refrigerator for holidays when I planned on cooking for my family! Not to mention, I have wasted tons of money having to eat out every day for a month. I have tried to reach a manager or supervisor or someone who could help me with this issue but I only speak to international support who aren't even in the US. I will never go through this company again for home warranty.

I have a Plumbing problem in my home in my master bathroom shower located at 10482 Rustyville Ct, Las Vegas, NV 89129. Had numerous Plumbing companies coming to my home to resolve a either blockage or break in my Pluming air vent line and ASH refuses to fix issue.

First line of contract says: Covered: Leaks and breaks of water, drain, gas, waste, or VENT LINES.

Their comments are not covered under their section I Limit and Exclusions: Not covered section (b) Flues, venting, chimneys, and exhaust lines.

I explained this section has nothing to dd with Plumbing but a Fireplace issue.

So will they please change decision and have someone from their company fix my plumbing issue ASAP while I still have a valid contract till DEC 31, 2022.

Any questions please call me ASAP at [protected]

Respectfully,

Roy Apuzzo

[protected]@cox.net

I paid service fee $100.00 for RR HVAC Inc. to troubleshoot my furnace and it was identified the motor was leaking. I called AHS twice and each time customer service stated they’ve reached out to the company and are still waiting for RR HVAC diagnosis write up. However , AHS representative stated after talking with RR HVAC that the motor will need to be replaced. As of 22NOV, RR HVAC Inc has yet to call me so I called AHS (22NOV22) to request an update and AHS stated nothing heard from RR HVAC. I stated to AHS customer service representative that I do not want a representative from the company back in my house and replace the motor as I don’t trust RR HVAC based on their lack of response.

I have a contract with this company on all appliances and they are not ture to what they have offer. my washer has been down for 4 week. When a part is no longer is in service my contract states a replacment is in order. This companty is not willing to honor the contract. I'm without a washer still. They keep given me the run around I'm very agner with American Home Shield. My first contact with was on 11/02/2022 and they sent Appliance Network LLC which was a joke my appointment was on 11/03/2022 and the repair person stated that we had used and abused our machine which that was not the case I paid $100.00 for that visit. So American Home Shield stated that they were not going to fix my washer becauce of the issue that Appliance Network LLC had place in thier statement. So they let me do a second opinion at first they were trying to have me pay amother $100.00 and I stated that I will not pay that so they wavied the cost since I was a value Customer (yeah right) if that's the case why do valued customer like this. So a new Contractor Miller Appliance Repair came out on 11/15/2022 to find that the first contratctor was lying about the issue that they had stated. Miller Appliance Repair stated that they could fix the washer they just need to order the parts. Well the washer needs two part to it so they would need to order them. Miller Appliance Repair learned that one part was on back order for 18 to 25 weeks and the other was no longer able to get, so with that being the case American Home Shield would need to replace my washer. American Home Shield is now wanting me to take $341.30 for that part that is no longer available to purchase me a new washer. That is not how the contract works. And new washer are more than $341.30 The work order is #[protected]

I filed a request for a repair on Wednesday evening, 11/16. The repair was assigned to a vendor and I contacted them on Thursday, 11/17, and they do not do the type of repair needed. AHS assigned it to another vendor on 11/17. On 11/17 I called the second vendor and they do not do that type of repair. I called AHS and they assigned it to A&E Repair and it was scheduled for Saturday, 11/19, from 8:00 am - 5:00 pm. At approximately 2:30 pm, I logged in to check on the status of my appointment and it was changed to 5:30 pm - 7:11 pm. At 5:30 pm I logged in to check on the status and the appointment was rescheduled to Tuesday, 11/22, without my consent or knowledge. I reached out to AHS on Sunday, 11/20 and Monday, 11/21, requesting a refund on the service fee since three times I've tried to get a repairman and three times they have failed. I have also tried to cancel my agreement which they refuse to do. I have not received a refund either and they have charged my credit card. While I have filed a dispute with the credit card company, I don't know what else I need to do to cancel the agreement which clearly states on their website and in my agreement that I can cancel it. They offer no email address in which to communicate regarding issues and it is only done by phone. I have, however, emailed their media department since that is the only email I could find and notified them that I wish to cancel the agreement.

Good Morning,

I have been a customer for 20 plus years. I requested service on November 18, 2022 because we had no heat. My husband and I are elderly with medical issues. I explained this to American Home Shield. Thy provided a number to United Air Temp who scheduled an appointment with me to fix it on Monday, November 21, 22 and then called back and said they could not service me until November 28, 22 which is way to many days to be cold. I then called American Home Shield and informed them as to what was going on. I reexplained my medical emergency. The first customer REP gave me three numbers only 1 worked no one answered. The other numbers did not connect at all. I then called back and spoke with a supervisor who stated it was expedited and the matter would be resolved on today, November 21st and there was no way I would have to wait a week to have heat. I called them this morning. All they did was give me an additional phone number for me to call and no one answered. I do not understand what expedite means. We remain without heat.