American Home Shield [AHS]
Reviews and Complaints

I live in Bakersfield, CA, normal summer temperature for July & August is 104-F. My AC went out on July 16, 2022. Called AHS, a tech was assigned, determined that the compressor was bad and needs replacing. AHS sent replacement parts from their Tennessee location. The service tech received the remanufactured part and installed in on Aug. 17, 2022. This is now 4 WEEKS since the unit failed.

The installed remanufactured parts installed failed within 1.5 hours, after installation. Thee service tech immediately came back and said the remanufactured parts had catastrophic failure and the complete compressor must be replaced.

Today, Aug 18, 2022, I was told that replacement parts are being shipped AGAIN from AHS Tennessee supply location. AHS stated that the parts and replacement are scheduled for Aug. 23, 2022. This is unacceptable, to keep customers waiting this long when the parts for needed repair are available in Calif.

Service requests [protected] & [protected].

On July 18, 2022 I filed a work order with AHS, the problem was our AC unit stopped working. A technician from MS Services Inc. came to our home and found the electrical circuit in the off position so she turned it back on and the AC worked for about 3 hours until the problem came back. I called the contractor and they sent another technician who found the electrical wiring to the AC unit was starting to melt! so he cut the wires and remove the melting wires and turned the circuit back on and the AC again worked for two hours. The next day and for the third time I called the AC contractor once again and requested a technician, the tech arrived and discovered my AC unit compressor was badly damage and because the unit was so old he would request AHS to replace the unit due to parts not being available for our AC unit du to obsolescence.

After waiting for two weeks for AHS to call me and schedule the AC replacement and not receiving a call from them I decide to call their office. I called on 7/29 and was informed by a customer representative that parts were ordered and I should be receiving a call from the technician to schedule the "repair" so I was confused because the technician had informed me on their their visit that parts were not available and I was going to need a replacement not a repair but I figure parts were found and my AC was going to get repair.

I did not hear back from anyone so on 8/4 I called AHS and was informed by an extremely rude dude that I needed to be patient and wait for parts that were already ordered and would be arriving soon. I have called everyday from 8/4 until 8/16 and was informed parts were on their way but 8/17 I asked to speak to a supervisor, she informed me parts were NOT ordered and I needed to wait because I was not the only customer waiting for parts/ Either AHS or the Contractor is lying to me. On 8/18 I was informed our AC will not be replaced. I continue my wait. Liars

I filed a claim with AHS last month. My thermostat was reading 80-83 degrees while it was set on 75. This was causing my ac to run constantly and the house not to cool. They assigned this to a local company Climateach who 1st came out last month. The first tech that came out was here about 20min. He could not find anything significant but opened the outside drain which was a little backed up. He told me to call him if the problem was still occuring. The following day, i tried to call him and forwarded photos of my ac thermastate reading 75 but my house was 81. He never replied. It took me approximately 10 days to get through to someone in their office. Their phone system goes directly to google. They finally sent out a tech that i was advised it should take about 1 hour for him to check the unit. The tech could not speak any english. I had to call the office so they can let me know what he was saying. 2 hours later they h informed me a valve needed to be replaced. He replaced the valve then told me we had to keep the air off because the repair used all the freon was used up, however he did not have the tool on his truck because another employee took it out of this truck for another job. He said he would be back in one hour. Two hours passed and no response. It took me several phone calls and text finally the office called me around 1pm an told me that tech went to another job and they would send someone else to my house to put in the freon but to keep my air off. The man showed up at 3pm put in the freon and left. Nothing was checked. The following day the same problem existed. It's now been 10 days again and I've been reaching out to AHS. I was told by someone in the Phillipenes that I need to speak to a supervisor to

have the call escalated, but her system was not working and they are not allowed to transfer the call. Several attempts were make to speak to someone in the escalation and the last person I spoke to today, told me that if

I want a different company to come out they would have to charge me another $100. I took out the platinum membership and the way this is being handled is beyond disbelief. We are in our sixties with disabilities an a couple of times i almost pasted out from the heat. I don't know what else to do at this point, but I do know I can not longer talk to AHS because it gets me nowhere and

my blood pressure goes way up! We really need some assistance so it you can help please contact me. Thank you.

I requested service on 7/5, regarding my air conditioner not running. A tech came out determined it was too complicated for him and referred it to another contractor, who scheduled for 7/19. I cancelled the appt. because I was able to restore service on my own. American Home Shield did NOTHING, yet they are attempting to charge a fee of $100.00 dollars for NOTHING. I have called three time and have been assured 3 times that the fee would be removed. I logged on to the AHS site and see the fee is still there! The contractors didn't accomplish anything and it was less then $100 to restore to working service. I'm going to call again regarding the fee. If not removed I will be forced to go to a more reputable home warrenty service. How dare you charge for a review. AHS did NOT provide a service at all.

I have a complaint against All Points Plumbing.

They were called to fix my hot water tank (the pilot will not stay lit) heater problem on 08/01/22 (It will not even spark)...I am thinking its a thermocoupling and/or solenoid issue.

Being that it's a recall, they don't seem to be able to re-schedule a sooner appointment than 08/18/22. That is unacceptable, and I would like American Home Shield to demand that All Points Plumbing, return on monday, 08/15/22...If I continue w/ AHS, please do not send All Points Plumbing again, if I don't cancel my service...thank you..Robert Thornton

I asked for service for my air conditioner 8/6/22. On 8/8/22, my credit card was changed the service fee of $100.00. When I did not hear from the service provider I called back AHS and inquired about the service scheduling. I was told that no service provider was available in my area, the service request will be cancelled, and was assured my credit card will be refunded the service charge. Today, 8/12/22, I called back and found out that no refund process was initiated, and again was assured by the billing department a credit will be issued within 3 to 5 business days. I just want to let you know that charging ones credit card for services that are not available and\or not provided amounts to credit card fraud. This is not the first time I've run into this problem with AHS. It took several communications with BBB and District Attorneys office to resolve the problem. It might behoove you to settle the issue without further delay, if nothing else to protect your reputation.

On the 15th it will be 2 weeks sense my AC went out. 6 adults and a 11 month old baby lives here and I am 85 yrs old. Teck came and said the motor was one he had never seen and would have to be ordered. Renting rooms and eating out wasn't a option so purchased 4 window AC's and sealed off halls. Last monday got a call part was here. Teck came and went on roof. Came down and said he knew it was the wrong item but checked connections to see if it would work. He didn't know why it was sent as AHS was sent the serial number plus pictures of the unit. The person filling the order should have known better. Now we are waiting again and wondering how long it will be. Live in Las Vegas, NV where temps were in the 100's last week and high 90's this week. My electric bill will be out of sight.

Hello,

I’m writing to you because we have been with American home shield for about 12 years now and this is the worst service that we have ever had. It’s been about a month going thru this process, we finally received our dryer last Tuesday 07/25/22, It’s a gas dryer ahs) the 2 contractors they gave us 1 said he didn't have time to install and the other never returned my calls or ahs calls, so we found a company to hook it up, so I called American home shield that day and they sent me a contractor, I called him and he said he never heard from American home shield, so he said let me call them and he would call me back, so a day went by and he didn’t call so I called him and he said I still haven’t heard from them so anyway, I called ahs and they said the contractor said ( tru-Fix Appliance Repair & Services) said they couldn’t do the job, so they assigned another contractor to us and I called him, ahs been calling him ( prime mountain )and their was no return call at all also they say that they emailed him and still no return call, I asked if they could assigned someone else and they said I have to wait 24-48 hours , so I waited and nothing so than they ahs assigned tru-Fix back to me again, I call him and he says I told them I couldn’t do the job, so he said let me call them and I’ll call you back ( didn’t hear from him) so I called ahs and told them, so in between I have spoken with the reps and 1 day of them said you can always find your own and we will reimburse you , so after the 2nd contractor never contact me, I started looking and I found 1, but than the last rep I spoke to said oh no we won’t be responsible if you find your own , so I waited another day, than I called the appliance center and they told me that they would reimburse, so I called the people up and finally they came to the house the next day ( 08/03/22) , so I’m thinking why couldn’t ahs find someone like I did. dryer was installed , we washed a load of cloths and we smelled gas when you open the dryer, so I called the people that installed it and they said to call the manufacturer, by that time the smell you could smell more when you go in the basement, so I called bge up and they came right away. I will attached what they said, I have never been so stressed from ahs, services has been good previously but this time has stressed the hell out of me ! I called ahs and they said they will send a general electric guy ( that’s who the dryer is under) over so that will take 24-48 hours, they have to inspect the dryer themselves, so now we have an appointment for 08/09/22. So I guess it will be another 2-3 weeks now. We could have went and shopped for our own dryer and had it up and running by now ( our basement could have blown up from this dryer) . I have been on the phone everyday since last Tuesday 087/25/22 when the dryer was delivered , we are paying ahs to ease our stress not to make it more stressful. Here is the attachment from BGE, I have had a headache dealing with this, it shouldn’t be like this. I probably left information out but hopefully you will see my point. We shouldn’t have to go thru all this for a replacement and shouldn’t have to take that long to get a dryer hook up. normally when you bring an appliance it normally gets hooked up the same day ,this has really put stress on me, trying to work and making calls when we are paying ahs to ease our stress. We was not offered a voucher which would have been much easier and we would not be going thru all of this and we would be using our dryer. this has been a very very stressful process ! You figure by the time we get this dryer running, we would have spent more money and could have went to purchase our own. and also someone should have explained how this process was gonna work, we had no idea it would just be delivered than someone else had to come install and they don't take the old dryer and the only option we were given was to order 1 on line we did not have the option of getting a voucher/check. thanks.

Ahs sent out several vendors that did not resolve the clogged drain in my home the drain backed up and spilled sewage into my home, causing secondary damages. The home was uninhabitable from july 1st when only when i lodged a service ticket on july 7th because the first vendor assigned scheduled me on july 7th. Only to hav ahs switch me to another vendor as it was an emrgency only to have the second cvendor come out and do absolutely nothing and leave with the drains stil clogged. Ahs sent out another vendor that came unprepared for the job and offered to bill me direclty to come back to finish the job with the correct equipment. After 2 weeks of hotels which ahs promised to refund one nights stay which they didnt. I had to pay out of pocket. Justification given by ahs for no reimbursement was that i didnt have prior authorization to hire my own vendor.

I have carried AHS for a number of years and have had only a few minor run ins, but NOTHING as bad as what happened today. Our entire AC unit went out in 95-100 degree weather and we filed a service request on 8/2 and were finally given a date a tech could come out on 8/8. An entire week of HOT HOT weather. I have a medical condition (Multiple Sclerosis) that is exacerbated with extreme heat, so I have to rely on Air Conditioning in my home to keep me safe and alive. The tech came out late afternoon on 8/8 and replaced the capacitor to start and noticed that the compressor was also not working. He said that the company would be able to replace it (or the unit), but didn't have any time to do it for another 3 weeks due to the fact that they only have 6 employees! I immediately got on chat with AHS this morning and noticed that the service was showing COMPLETE, but it is NOT complete. The AC unit is obvioulsly not working and needs to be replaced or repaired. NOTHING was accomplished with the chat today. The AHS chat representative said they are waiting on the paperwork from the contractor and then they would decide what to do. I explained the medical emergency and it was brushed off as no big deal. My medical condition is that the heat makes my body shut down and I could end up in the hospital or death could occur. The AC company is not responding and AHS is not helpful in making things happen. Having this AC is IMMINENT in our household. It seems no one is concerned enough to help with the problem that the contractor has not completed the job, has not sent in the report, is stating the repair is about 3 weeks out, and nothing has been done to correct the situation. I will have to go to my congressman and all news channels to complete the complaint full circle to make sure that everyone is aware that AHS is not holding up their end of the contract to make sure their customers are getting what they are paying for. I pay monthly for this service and for the copays for breakdowns and I expect that AHS will hold their end of the contract as well when it comes time to fix/replace items they cover.

AHS has contracted a service company to repair my washer. The contractor has came 3 times to repair the washer and as of August 8,2022, the washer still does not work. The problem i have is first the guy ordered a sensor. He replaced the sensor and said we could no longer wash on large cycle because the clothes are blocking the senor. My husband washed a load and the washer flooded the laundry room, kitchen and even the basement. Friday night while trying to wash a small load the washer over flowed again. At this point I cannot afford to have the contractor try to fix this wash machine because now the ceiling is hanging. The kitchen floor is coming up from the water damage. I am unhappy due to the fact i cannot turn on my kitchen light due to water damage, my floor will have to come up, the lights redone and the ceiling and walls repaired. I cannot trust that the washer is repaired and use it. I believe one more over flow from the washer will cause the ceiling to cave in. Tomorrow when the contractor comes i am going to show all the damage that has been caused by the water. i recommend and i will just replace the washer. I am done with repairs because it is not working and has caused too much damage. I tried to tell the representative i do not want it repaired i want it replaced.

I reported my claim to fix my air conditioner in June 2022. I have two units, one for the upstairs and one for the downstairs (outdoor systems) I indicated when I reported the claim that both units were broken and not working. Was not cooling.

I paid my deductible, and was assigned a service technician and company to do an inspection. The first company arrived and assessed the unit. It was determined that both of my A/C units needed to be replaced. But when I spoke with the technician he made several excuses on why they couldn't fix it but said AHS would contact me with the amount required from me to replace the unit. He indicated that it would cost 20k and my portion would be 6k.

I contacted AHS and they said I could request another company but would have to pay another deductible. Because I really wanted the unit fixed; i decided to pay another deductible and another company was assigned. This time the second company said they only had orders to look at the first floor unit and would could only assess the first floor. After their assessment, they indicated that they were not equipped to fix the unit and it would need to be assigned to another company. They indicated that they would report their findings to AHS. When I called, AHS representative indicated that he didn't have any notes about my claim. Suggested that I have it reassigned to another, yes a third service technician. After speaking with the third service technician, they indicated that they didn't know what was going on but they would go out and look at the unit and report back to AHS. I spoke to them after and they indicated that they could fix my unit and AHS would contact me after they submitted their report. The next week, I received an email from AHS and indicated that my claim had been assigned to another service technician. Actually, they assigned it to one of the same companies that had already been out to the house. When I called AHS, I complained about the service and requested why do they continue to send service technicians out to do an inspection when several have already indicated that the units need to be replaced. A representative indicated that they would have a manager review my case. It is now August and it has been over two months and I continue to get the run around. When I call, I can barely understand the agents and they have no clue of the process. I have requested numerous times for a manager to call me to discuss my case but no one ever calls. I have 3 properties with AHS and each time I try to get assistance, I experience the same problems.

We sold our house in DEC 6 2021. We called in to customer service and cancelled our contact told them to cancel as of January 14, 2021. We have now been billed 62.99 every month since we do own our house anymore.

1212 Catherine Lane, Burleson, TX 76028. I'm very upset we keep calling customer service on this.

May account now has been charge 440.93 from Jan 2022 to July 2022.

I want a head manager to call me [protected] of my husband [protected] very upset I'm turning this company in to

The better business bureau.

We should not have to pay for a house we do not own and we cancelled in Dec 2021

I put in a service request to AHS on 06/16/2022. Almost two months later we are still waiting. I call every day for status and I always get the same response. NO update waiting for purchasing office to give status if equipment ordered. I don't know what else to do this is very frustrating and stressful. Its hot season and I have a baby at home this is why we have the home insurance with AHS to make sure our family is taken care of.

On July 16 I contacted AHS that my LG refrigerator was broken (not cooling-no ice). AHS sent Budget Appliance to our home. The technician opened the door of the refrigerator and checked the model and said "you have a blown system, and we do not repair them". he stated, he would inform AHS that the refrigerator had a blown closed system For two days I did not near from AHS then I received an email stating the Nelson Appliance had be assigned to repair the refrigerator. I called Nelson Appliance and was told they do not work on closed system refrigerators. That they had refused the work order earlier.

I again contacted AHS that the service company assigned did not work on closed systems. I continued to contact AHS daily with no results. Then I received an email stating my service company was Sears and then service date was 11 August. I again contacted AHS and said this was not acceptable. That would mean a month (in the middle of summer) without a refrigerator and ice.

During this time I have had out of town guest for two weeks requiring me to purchase ice daily.

Last Week AHS cancelled the service request. (from an email I received from Sears) I have continued to call AHS daily with the same response. "WE ARE SO SORRY, we are working on taking care of your issue"

On several occasions the associates have said we are escalating this matter up to their supervisor. The associate on Sunday July 31 stated they had sent an email to the Field Mgr and they would contact me within 24 hours. I have yet to receive a call or email from them.

Today 3 August the AHS associate assured me I would hear back within two hours with a new assigned service company. That a has not happened!

I am so upset and dissatisfied with AHS that we are in week three with no working refrigerator, and NO SOLUTION provided by AHS. All of this after I increased my coverage to their "Platinum Plan"

I need assistance on resolving this issue ASAP

Thanks Gary Taylor

[protected]

On 7/28/2022 I called to request a service since my AC broke. The service provider came in on 7/30 and told me that he could not review both units since I had requested service online, (the online option does not allow customers specify both units) then ASH sent request for my approval to pay Not covered costs $130, I approved , but the escalation agent from AHS told me that she will send a new company to check the second unit.

So, on 8/2 a new technician came in and told me that my non covered costs would be $1980.00 which is significantly higher than $130 compared to first company

I called ASH again for the third time, and they sent the technician to double check the issue. This time the technician told me that he will NOT be able to fix the issue and that I should call AHS to schedule another company. So I called AHS again 4th time, and they told me that they needed to wait until the company three brothers - report back to AHS. In the mean time, I am in my home over 100 degrees and NO AC, and I have a health issue and anxiety is boiling in

I asked AHS agent what can they do to help me, they said in very broken English that AHS can not help at all until Three brothers report - BUT I HAVE NO AC

I would like to get the company to be responsible - I purchased insurance so I would not have irresponsible technicians, or to have to pay for expensive repairs.

I feel that AHS does not care and I have to be in a 100 degrees home, I am in Houston TEXAS. Please help to get my AC fixed now, NOT 48 hours or whatever agent in another country is telling me

Tkt: [protected]/Saturday, July 30, 2022. I advised the fan was loud and keeping a lot of noise. There wasn't any cool air coming from the vents. Plus, the temperature on the thermostat read 89 degrees and climbing. I called repeatedly Saturday wanting to get updates and help. To both the ventor and American Home Shield. I am ASTHMATIC using multiple inhalers and other supplemental prescribed medications by doctors. The tech from Eastern Shore H/A [protected]) called late afternoon to advise me it was the weekend and I needed to pay him $150/hr. I questioned why. (If he knew the ticket number, why is it he acted like he didn't know AHS sent him the ticket?) The tech said I had to call AHS and have AHS call him to verify I was truthful! AHS did and he called to say he would come! Why if he was not going to fix ANYTHING! The tech came 8:40 pm. took the unit apart to tell me what I told AHS. He said the FIRST VISIT IS ALWAYS DIAGNOSTIC and NOT REPAIRS! The TECH PUT IT BACK TOGETHER AND TOLD ME I COULD use MY air condition UNTIL HE CAME BACK.

I questioned

1) when that would be.

2) if it worked, why would I have called AHS. The tech did not answer!

3) If you CANNOT get freon for R22 compressors, WHY ORDER THE PARTS?

40. I ASK TO CHANGE VENDORS. I WAS TOLD THEN AHS WOULD NOT SHARE INFORMATION AND I WOULD HAVE TO START ALL OVER AGAIN.

The system WOULD NOT work without FREON! He left. Sunday 6:50 am I called AHS four (4) times. Two (2) put me on hold and DID NOT come back. Hard to believe. If the Rep does not come back in 18 - 25 minutes, I think it's a FAIR guess they are not coming back. The other two (2) Reps said the Field Tech did not close out his ticket, SO I have to wait. I had to get a window unit to get come relief! NO HELP with NOT HAVING ANY AIR! Today I've called six (6) times today on the phone from seventeen (17) minutes to over one (1) hour. The last call CHRIS the EXPEDITE SUPER told me he had other customers to talk to and I hung up. CHRIS kept saying they were ordering the COMPRESSOR, CONDENSOR AND TWO FAN PARTS. I questioned WHY went I checked three (3) other H/A companies and online. They all said the same thing. THEY DO NOT MAKE PARTS FOR A R22 NOR DO THEY MAKE FREON FOR THE R22. So, I will ask you, If you cannot get the parts or even if you do get remade parts, HOW LONG will it last and HOW ARE YOU GOING TO KEEP OLDER SYSTEM WORKING. Hire folk to help not blow people off. I told Rep to STOP shoveling Sh — at me with comments that don't make sense. Did chat online and the reply was "HOW long has your COMPUTER not worked. WHAT! Shé sent me to a computer tech. Why hold me hostage WITHOUT AIR?

Had water leak no water at home since Friday this is Monday. Have 83 yr old man ad. Disabled nephew there with no water. Your company who I pay for says they can’t find someone to come locate and fix water leak……I have called and provided company [protected] says they will come out if you call and authorize payment…I have called 3-4 times everyday and gotten no help but the run around…….address is 324 winston manor rd Santa Rosa beach Fla 32459

Oh one number [protected].

In April 2022 we noticed that our air conditioner was not cooling well. We contacted American Home Shield and they send a company to service the AC. The technician felt the AC was ok and no service was needed at this time. In April outside temperatures were mostly ok. In June we again, because of poor cooling of the AC we schedule another contractor service with AHS. The contractor stated it was a heating pump failure and that AHS did not cover heating pumps and it would cost $3000.00 to have it fitted. We were very surprise at this diagnosis because we don’t have a heating pump AC. We contacted AHS for reevaluation. Outside temperatures were 90+ Reluctantly after 2 weeks AHS scheduled another contractor, with another service charge, This contractor never showed up and never called. After another week the AC stopped working completely. AHS finally send a contractor from another company that confirmed it was not a not a heating pump AC and that was not the problem. AHS decided the AC was dirty and was not maintained and therefore they would not pay to repair it. But this AC was serviced in April with no issues found.

Dear AHS,

I just filled the following complaint against your company with the Better Business Bureau:

On 7/20/22 a service call was made to American Home Shield (AHS) for my rental unit in Florida by my tenant. The request was for air conditioning (AC) system repair. A technician came out and immediately stated his company didn't work on wall AC units. He asked for the service call fee from my tenant and left. AHS said it (the fee) would be applied to the next company contacted. The next company called to schedule the unit and my tenant (who is also my step son) asked "do you repair wall units" they said they did not. I called to inform AHS that the service still had not been completed and they said they would try to find a company to fix it. It is now 8/1/22 and still no service. This house is in Florida in JULY/AUG - life threatening!

At the same time my AC in my Southern Alabama residence went out on 7/28/22 Thursday. The company that AHS calls to my house only comes to my area on Thursdays and Tuesdays. It was too late for them to come the same day. So I found someone else that could fix it faster than a week. It was fixed by Saturday 7/30/22 at a fee of almost $500 with no assistance by AHS. Again no AC in July in AL for a week can be life threatening. I have spent more than 3 hours on the phone with AHS with no satisfaction or return of the service fee (house in FL). The only people I talk to at the AHS call center are employees in the Philippines who cannot seem to help in any manner. I have been unable to find a United States phone number for complaints or conflict resolution with AHS. I am done with this company and will be cancelling my monthly payments as soon as I get a refund for the unfulfilled service call. Maybe they will call me after that! my AHS contract numbers are: FL - [protected] and AL - [protected]. Lorraine Linn ph [protected], email [protected]@tuskegee.edu

Lorraine Linn, DVM, MS, DACVS

Associate Professor

Section Chief, Small Animal Surgery

Tuskegee University College of Veterinary Medicine

Tuskegee University

1200 W. Montgomery Road

Tuskegee, AL 36088

[protected]