American Home Shield [AHS]
Reviews and Complaints

I called AHS to have my refrigerator looked at because it wasn't getting cold and the freezer was not also cold enough. July 12th a contractor from A.P2 Tech Services whose name is Zach was sent by AHS to look at and fix the problem. He advised me he would get with AHS because they will normally order the parts. He told me to unplug the unit because he would need it that way when he came to repair the unit. He called me 2 weeks later advising that the parts can not be found and the unit will have to be replaced. Since then I've been getting the runaround from AHS.I was at first being told they had not gotten the report from the contractor. I was on the line with a rep from AHS when I got a call from Zach telling me that he got a call from AHS and they were trying to also give him the run around saying they had not received his report. At that time he told me he had sent it 3 times. I was calling everyday starting August 15th only to be hung up on each and every time. They continued to tell me when I did get someone that they were still waiting on the contractor's report. I kept in contact with A.P2 Tech Services trying to find out what was going on. They were extremely professional and just as frustrated as I was.Never could I get an agent with AHS to give me a supervisor to speak with. Long story and dailey calls AHS called me on Sept. 8th to advise my claim was being denied because I had not had my contract long enough. She said I just got my contract on June 26, 2022 and I wasn't able to use it until July 27, 2022. I explained to her thatI got this contract on May 27, 2022 and have the emails stating my contract was good to start effective June 26, 2022. She hung up on me. I called back and the person I talked with then said my claim was being denied due to the contractor report stating my unit was already broken before they even came out. They said they received the report from the contractor on Sept. 7th. I called A.P2 Tech Services and once again talked with Zach who told me he never said that. He told me AHS was trying not to cover my claim. I called AHS back trying to talk with a supervisor only to be told there wasn't anyone to talk to. The only thing I could do was dispute the claim and they would send out another company but if that company found the same conclusion I would have to pay another service fee of 125.00. I am not trusting what AHS is doing. This has taken way too long and needs to be resolved.

I called 8/20/2022 to have my refrigerator fixed. The company they assigned (Daybreak Appliance Repair LLC) came on Wednesday 8/31/2022 and told me that it was unrepairable. I was told that AHS would call me in 24-48 hours to arrange for a replacement. I called AHS on Monday 9/5/2022 and was told that Daybreak had not yet sent them a report. My kitchen is now flooded from the refrigerator icemaker. I crimped and clamped the water supply line to stop it. I called AHS again on 9/9/2022 and was told that Daybreak has still not sent the report. They put me on hold to call them, and came back to tell me that Daybreak says they just sent the report. AHS told me that they need to call me back. Several hours later, I called AHS again. They still had not received the report. They told me the same thing again: they would get the report from Daybreak and call me back. I asked for the number to their corporate office. She said she doesn't have that number to give me. My kitchen is flooded and I am living out of a cooler. I WANT THE WARRANTY SERVICE THAT I HAVE BEEN PAYING FOR.

Opened claim on 8/27/2022. Contractor Service one (WHOM I HAVE REQUESTED NOT EVER BE ASSIGNED TO MY CLAIMS) He left one time on home phone when my cell # is primary contact #, I tried the phone # provided by AHS 2 TIMES A DAY FOR 3 DAYS NEVER RETURNED MY CALLS. I HAVE BEEN IN CONTACT WITH AHS EVERY DAY SINCE AND RECEIVED UNSATISFACTORY SERVICE SINCE I ENTERED THE SERVICE REQUEST, INCLUDING BEING LIED TO, HUNG UP ON, AND KEPT ON HOLD FOR LONG PERIODS OF TIME,UP TO 15 MINUTES. I HAVE BEEN A CUSTOMER FOR 20 YEARS. THE TEMPERATURE HAS BEEN 104-115 DEGREES SINCE I OPENED CLAIM. VERY DISAPPOINTED.

My name is Shirley Walker my account number is [protected]. i am a Senior Citizen. I live alone. i had someone from the ac department come to my home

as my air coditioner went out and it was 110 degrees in the evening that was September 2, 2022 at 1:00pm. they said their was a 3 ton and i needed a 4 ton and they turned me down. It is not

my fault a 3 ton was put on the roof if it was supposed to be a 4 ton. It was

approved and the ac company did it. I have my insurance that is false advertising if you say you are covered from your contract. my contract does

not state any exceptions only that i am covered. Please as a senior citizen

help replace the 3 ton and i can replace the difference with a 4 ton. please it is

unhealthy to be in this heat. I am to have back surgery in 7 days. My phone

number is [protected] or cell [protected] please text me.

Thankyou

Shirley Walker

On-going issue getting refrigerator fixed or replaced under warranty contract. Complaint ONLY about ice maker; all other functions working properly.

Aug 6 thru Sept 8, not fixed despite 4 sub visits and 2 components replaced.

Aug 9 first visit diagnosis compressor

Aug 22 second visit compressor replaced;

Aug 23 refrigerator not working at all

Aug 24 third visit; diagnosis controller board

Sept 6 fourth visit replace board

Sept 7 refrigerator not working at all

No plan from AHS nor sub about resolving

On July 19, 2022, I called AHS to report my central air unit is on but the house is hot and no air is blowing out. I paid my deductible and was emailed that contractor FAMILY HEATING & COOLING LLC was assigned to diagnose your issue. When I didn't hear from this contractor I made the call and was told it would be a two-week wait for someone to come out. Immediately I told them we couldn't wait we are in a heat wave and I already started experiencing problems because of my health. I called back to speak with AHS and told them, let me say it was extremely hard to really understand the agents because of language barriers. I was told they had to call the contractor and confirm this, well needles to say it took a few days, I called back and spoke with another agent asking if we could speak with a manager to expedite changing to another contractor explaining the importance of the heat wave happing and we had small children and my family in the house then we were able to change the contractor to SEWARD HVAC it took them a few days then he came and said we needed a new air condition unit. The order was put in and needless to say, while waiting for the parts to come in after two weeks we kept calling for updates and got the runaround. My family had to leave and stay at the hotel because of the dangerous heat. My husband stayed behind to make sure he was there to meet the contractors. three weeks went by my husband could no longer stay in the house and joined us at the hotel, still, no updates and AHS kept telling us to call the technician to ask for updates, the contractor said we had to call AHS because he put the paperwork in and AHS was the one putting the orders in and getting the parts and when it comes in they will call him to pick up. We called AHS back this time with the contractor on the line, which they put me on hold for forty minutes as usual and told me they couldn't reach the contractor, I said enough of this hold on and called the contractor he answered and said he didnt get a call from AHS he would have answered. He began asking if the part was in yet They said the condenser unit came in on August 2, 2022, and told us the coils were on backorder. We asked what the estimated time of arrival and we got no answer. By this time we have exhausted funds for our family having to stay in an hotel now for four weeks. Again I asked for any manager to speak with and was told they weren't available and would take my number to call me back. Skipping a lot of the meat of this whole disappointing process, on August 22, 2022, we called the contractor again for any updates on the coils before this day we called AHS again and were told that the coils weren't ordered and needed to be added in I was so bewildered on how they missed this it has been over a month and more that my central air is still not working. We decided to ask the contractor how long will the coils be back ordered or now the new order come in. He didn't know so, we asked is there was any other way, he said he knew of another company named Goodman in Dover he would check to see if any would be in. Behold they had them in stock he told us the price and we sent the money our self $800 for the coils and said we would inform AHS to let them know we can get it fixed now. They informed me if I wanted to take cash out to get it done they would stop the order. We told them no we don't want to wait and didn't know how much they would pay out, we already have the coils and the contractor has fixed it. The contractor put the receipt in and informed them we paid and needs a refund. To date, we haven't heard from them on that same call we were told the contractor wasn't going to be paid either. They told us we cannot get a refund until the job is complete, and we said the job is complete because we paid for the coils that AHS still wouldve had us waiting.

Please Help!

Agreement #[protected].

Repair dispatch ID #[protected].

[protected]@gmail.com

Original quote $935.99 Actual change to me $1345.00

I spent MANY hours talking customer service trying to get an itemized invoice to no avail.

The work was completed.

The charges undocumented

Invoice provided was inadequate.

[protected]@gmail.com

I had my electric range short out and placed a service call and it was approved and is being repaired. When the short occurred it also damaged the 220 line that comes from the circuit breaker box and the range plug. The wire is 220V with two 110 wires inside and one of them is no longer showing any power at the plug. It is obvious that the short from the range caused the electrical problem.

One of the companies that came out said the problem was caused by the wire being stapled too hard. The issue with that assumption is that they never entered my condo with a ladder so unless he had Xray eyes or could levitate he could not see any of the wire. I can verify that with my ring camera that shows him entering and leaving and again no ladder. I was also there the entire time and asked him if he was going to check the wire and he stated that he did not need to do it the problem was caused by the short in the range and the wire needed to be replaced. They also stated that 110 wire needs to be replaced with 220V. IT IS a 220V wire.

Let me assume that the surge caused the one wire to become dead and it happened where the wire was stapled (taking a whole lot of assumptions). Your web site states that you cover:

Undetectable pre-existing conditions (Moved into the condo in 2021 with no problems and had it inspected)

Improper installations, repairs or modifications

This would have to fit in one or two of these categories.

To save some time my Contract # is #[protected]

Range Ticket Dispatch number [protected] Approved but waiting for electrical to be fixed

Electric Repair Dispatch number [protected] Denied with the following

"per tech wire was worn out casing unit nt to work per tech it's due to nt n/w/t since as per tech staple that was hammered too much "

Please contact me with a resolution. I tried talking to customer service and all they could do is repeat back to me what the tech wrote. Would not explain how a improper installation or repair was not covered.

I have been trying to get my refrigerator repaired for over a month. I have had two contractors visit my home. The first contractor's representative determined that the condenser was malfunctioning and needed to be replaced.. The contractor determined that (based on a photo}, taken by his employee), the malfunction was caused by a problem with the electrical outlet.

AHS then set up an appointment with an electrician. The electrician determined that there was no problem with the electrical system and confirmed that the problem was that the condenser was malfunctioning. He turned the refrigerator on and a code appeared on the screen. This code confirmed that the condenser was malfunctioning.

Evidently, the refrigerator repair service determined that the electrician did not know what he was talking about and that, rather than replace the condenser, that the whole refrigerator needed to be replaced. I have been informed that a replacement would cost $1600 or $1800.

This whole situation has been a complete fiasco. I have been without a refrigerator for over a month. Noone but your assigned contractors have touched it.

You have, evidently, decided that the electrician, that you assigned, is incompetent and that you are going to accept an opinion, that is based on a photo and not on any documented test results.

If I am going to be forced to purchase a new refrigerator, you can be sure that I will find my own supplier. You can also be sure that, if this problem is not resolved, I will be cancelling my membership in your organization and that I will be submitting a report to the Better Business Bureau.

I look forward to hearing from you regarding this situation.

I can be reached at [protected]@aol.com or [protected]

John Kuhn

9 Herons Bill Dr.

Bluffton, SC 29909

They came out found the issues saw that the equipment needed replacing and they then they cancelled service. What a rip off! I have been with this company for over twenty years. It wasn't until the last three years i have so many problems with this company. It is in my opinion that management has changed and they now have a bunch of crooks working for them. Their service has really gone to the dogs and is unacceptable!

I want the items replaced that cant be repaired which was their promise to me and that is what i expect. or please refund me ALL 20 plus years of monthly service fees charged Totally unacceptable Return ALL 20 plus years of service fees and I can go out and get my own!

I opened a claim with AHS on 7/28/2022 for repair of my refrigerator. It is 9/6/2022 and I have, yet, to see a contractor. The contractor never called. When I called the contractor to set up an appointment, they said that they no longer do work for AHS because they don't pay them according to their billed hours. When I called AHS to let them know, nothing was done. The request sat pending. On 9/6 my refrigerator stopped working. When I called AHS to ask for a different contractor or permission to call one myself, I was told they needed to contact original contractor to confirm. They have had over 30 days to follow up on my request and have done nothing. Now, I'm being told I have to give them 4 hours to escalate and to determine our next steps. This is what over $800 a year gets you. NOTHING.

I opened a ticket April 8, 2022 for my Air Conditioning. AHS took more than a month and several phone calls from me to determine it was covered. They assigned South Placer Heating and Air to repair the AC. AHS was to order the evaporator coil, but never did. After several calls the finally assigned an Escalation manager who after a few weeks was able to get the evaporator coil on order, in the meantime AHS sent me a check to cover the cost of the evaporator coil expecting me to order it. Since AHS was taking so long to order the coil I asked what my options were. AHS told me I could cash out but could not tell me how much they would pay, so I never authorized the cash out. AHS sent me a check to cover the cost of the evaporator coil expecting me to order it. South Placer sent a sales rep to get me to buy a new AC or pay $3400 for the repair (for items not covered by AHS). When South Placer finally received the evaporator coil in August, they installed it (no other "uncovered items" were installed). While finishing the job, the tech stripped a valve and did not have the parts to fix it, so needed to send another tech, who came the next week and could not fix it, a 3rd tech was finally able to fix it on Aug. 31. Summary, don't waste your money on AHS, it cost me $3400 and 5 months to fix an essential covered appliance. I called AHS to cancel my contract, but they are only available during normal business hours for cancellations.

On June 21, 2022, our water heater began leaking into the pan, and brown rust-colored water began coming out of the pipes on the hot side. We called AHS on the 23rd of June, and a plumber was scheduled for the next day. He arrived, diagnosed the rather obvious water heater failure, and left to file the report with AHS. We didn’t hear anything for three weeks, then began calling AHS. Their support line’s average wait time was between 2-3 hours. After several failed attempts, I was able to speak to a person, who assured me that they would look into it. Then two more weeks of nothing. I send a new service request, which the same plumber responded to, but in lieu of showing up he simply called me and explained that he would re-submit the information to AHS.

Two more weeks passed. I began calling, and after three or four evenings spent listening to the hold music of AHS before giving up, I was able to talk to a person, who again assured me that they would look into the matter, and call me back.

In the portal, my service request status changed to “processing and evaluating”… and has been that way for another 3 weeks. I have again tried to reach a human, only to be met with interminable hold music.

AHS is clearly not interested in actually fulfilling the terms of the contract, and we have had restricted access to hot water for almost 10 weeks now. I want my contract fees refunded, contract canceled for failure to meet terms, and I’ll buy my own water heater.

AHS has made it nearly impossible to actually successfully submit a claim and receive service, and the lack of any ability to speak with someone either via email or chat, but only having a call service with a multi-hour wait, is an unreasonable obstacle to actually receiving any service from them as a provider. It is the action of a company that wants to make filing a claim so difficult that most people would simply give up. Which means that they have no intention of actually honoring the contract, they simply exist to dupe people out of their money. In addition, if I want to try to escalate things by filing another claim, they will bill me an additional 125$ for the privilege of being ignored.

I have no faith that filing this claim will actually result in anything but I’m doing it before moving on to the attorney general’s office, which won’t accomplish anything either, I suppose, but I’ll try all the same.

Hello, company is a scam, and what a POS to try to resolve my issue. My hot water tank died on 8/24/22, so I called AHS, (somewhere in Thailand) to report the problem, plus pay another $75, for what I don't know. They called their vendor/plumber Advanced Home in LAS. Advanced came out on the 25 and 26, by that time they said the tank needed replaced. (tank was sitting in water, pilot light was inop). After making 25 calls all over the world, I finally got hold of a USA service phone number in Memphis, TN. [protected]). I have talked with 6 different service women and keep getting the run-around. They NEVER get back in a timely manner. I just found out today they have to order the tank, and it won' be shipped till 8/10/22, then another week to have it installed. By the way, their vender is charging $600 for additional fees, ($200 for a permit, costs $41 from the city, and $300 for a new flex gas line) this is BS. It has been 9 days since I have had hot water, now they want another 14 days before its installed. I urge ALL to contact your Attorney General's Office, and BBB and file a complaint.

Over a week has gone by and still the contractor has not shown up to fix my ac. I call ahs and they say they cant change the contractor until the service order is closed out. So they sent them to come back out and it will be another week. An the forcast is 115 to 120 all week.

This is not service. There is a contractor/vendor that they use in my town, but yet they use someone else that is 70 miles away that either wont or cant come to my town but once aweek. That is piss poor

Been with AHS for decades. Used to be a good service. Now good lick getting anything fixed in less than months. 1. AC went out in terrible heat wave. Heard NOTHING after technician came out timely. AHS claimed he hadn’t put in request to replace parts. He said he had. After tussling with them over a “surprise” “co-pay” (had NEVER had one in the 40 years been with them) of $2,500, it still took weeks to get it fixed. In temps of 104-106, and having to call to get anything moving. They hadn’t done a thing til I called. Took a MONTH to fix-& wasn’t a parts supply issue. 2. Stove vent-hood quit. Had THREE VISITS over more than a month before finally repaired. Appliance replacement would have cost $500. Two visits had 2 technicians. First guy couldn’t do it. It worked for a short time, then power switch stopped. Nearly 2 months ago. Followed up w/tech service couple days ago. They called AHS & were told they couldn’t find the replacement part. No notice to us about it. Just left it. Been w/o stove vent starting last spring, thru a hot summer. 3. Pool timer went out. AHS just ordered insides. Took weeks to receive. Installed. Doesn’t work. Been w/o a timer since opened the pool first of May. Now Sept. No timer. See a PATTERN HERE? AHS drags their feet for as long as possible I can get a pool timer from Amazon in 2 days. THERE AREN’T PARTS SUPPLY ISSUES. 4. Tried calling AHS to discuss. NO ONE ANSWERS THE PHONE. Just cuts off call. AHS IS NOW OFFICIALLY A TERRIBLE, SLOPPY, SNOTTY, NON-RESPONSIVE COMPANY THAT DOESN’T CARE ABOUT FULFILLING THEIR CONTRACTS TIMELY. But they certainly DRAFT MY PAYMENTS TIMELY. Looking for another company. Meantime-AHS IS CRAP!

From 8/6/2020 AHS charged me for two accounts. Instead of upgrading my existing account the opened a new one a ever since charged me for both. The total overcharge was $1,079.76. After many phone calls on August 25, 2022, I was refunded $499.90; AHS still owes me $579.86. This has caused me extreme stress. I recently lost my husband and was taking care of him for several years. I always checked to see that my bills were paid but, I didn't check to see if I was being ripped off.

I have been paying American Home Shield for years. Finally, I need their help and am getting nowhere. I have called and talked in depth to the first-line call tree folks three time in the past two days (since I first opened my ticket - the morning of 8/30.22). I cannot get to any Supervisor, Manager or even Dispatch. The people answering are evidently trained to never escalate to a Supervisor, as I have asked every time). I have been informed they have just one Contractor in Key West, FL. That Contractor is "unavailable". That's it. No hope in site. It's 92 degrees, inside my home and my wife, dogs and I are sweltering. And I can't even get a Supervisor to call me. They cannot allow me to call one of the many, many air conditioning companies and send them the bill.

I have had multiple issues with this company. The first problem was when we put in a request for service on our ductwork. The service tech that was sent out did not do ductwork, yet we were charged for the contractor to come out just to tell us that he could not make the repair. I then requested service three more times for the ductwork. AHS assigned the SAME contractor each time. By same contractor I mean the one who DOES NOT do ductwork! I finally gave up an had it taken care of on my own.

Next we had another request for service for a noise that the A/C was making while running. The contractor that was sent out did NOT complete the service. When I contacted AHS I was told that the address was a commercial property. I explained that the address was a house and that we have had multiple repairs done through AHS. We requested service once again and requested that a different contractor be sent out since we already paid the last one for basically nothing. The customer service representative stated that she/he would put a note in the chart not to assign to this particular contractor. The request ONCE AGAIN was assigned to this same contractor that we had asked not to work with again. This has happened three more times! It has been assigned to the contractor that we do not want to work with three times so far AFTER it was supposed to be noted not to assign to him. I am currently waiting on another contractor assignment to see if they FINALLY GET IT RIGHT!

7/31/22 got "system malfunction" message on thermostat. Called contractor I have maintenance contract with and tech determined a non-functional compressor. Called ahs who assigned Crispy Air and Heating to check it. I overheard that tech talking to his supervisor say "he says (referring to me) the compressor is shot". After several minutes I was told "the accumulator leaks and all the refrigerant has leaked out. You need a new accumulator.". I reported this to the previous tech who aggressively disputed that finding. Crispy said it would take 3 weeks to get new accumulator. My house was under contract to sell. Typical temperature at the time was 105°+. I decided I could not live for that long for a fix to a problem that didn't exist so we decided to replace the entire system because the existing system was obsolete. Luckily my Maltese and I were able to stay with relatives for the two weeks it took to acquire and install the new system. I requested the cash out option for the "accumulator replacement" but have yet to see any money. It is OBVIOUS Crispy wanted to make a fast buck. They are crooks. Working with American Home Shield is a nighte.