American Home Shield [AHS]
Reviews and Complaints

On 3 Jun 21 I opened a work order on our home air conditioner at 331 Balsa St., Henderson, NV 89002. The technician from Accent Air came out on 5 Jun. He determined that the compressor was drawing 18.5 amps. The compressor is rated at 18.0 amps. He advised that the compressor is over-worked and could die any time. He said he'd submit his diagnosis to AHS and they would notify later of their decision as to whether or not replacement is authorized.

On 17 Jun I contacted Accent Air for an update, and Paige advised that we need to contact AHS for an update. Kevin at AHS said they would contact Accent Air about the diagnosis. Accent had 24-48 hours to respond and someone would get back with me. No one called.

On 22 Jun Ronnie from AHS said that they hadn't received a response from Accent. I contacted Accent Air who said they had sent a response .

I called AHS again on the 25th who said they hadn't received a response and sent another request. The AHS agent expedited the request.I was told someone would call me with and update. I didn't receive one.

Again on the 30th, I called AHS who went through the same procedure. I called Accent Air who said they had responded to several requests for diagnosis from AHS. I called AHS again and Ash contacted Accent Air and made an appointment for the technician to come to the house on 1 July anytime between 10:00 and 2:00. The technician came. on time. with the assumption this was a new job order. When I talked with the AHS agent the day before, I was under the impression that he would be installing the new compressor.

Afterwards, I made several calls to AHS trying to find out why the compressor hadn't been replaced. Each time I was told that Accent Air needed to send a diagnosis to AHS. This had been done by Accent Air each time the request had been made.

Each time I called I got someone who was difficult to understand. I asked to talk/ with a supervisor several times and was told he/she was busy. I also asked several times to talk with a supervisor who speaks English as their first language. I was told to call back again and hope an English speaking as the first language answered.

Stay away from AMERICAN HOME SHIELD insurance! they are just another money grubbing company!
My name is Hubert H. I'm senior citizen living in Henderson Nevada
On 06-15-2021 my A/C start blowing hot air, outside temp.between 108 to 114 F.
Next day the technician from AR Complete Service, Corp. shows up, he remembered me from last year visit, That time he add 2lb. of freon R-22 And in less than five minutes he told me
that I need another 2lb. of R-22. cost me $178.00 I refused pay for, American Home Shield
pays only for a pound $10.00 dollars, what is like spitt in the wind!
I refused, and I told him to fix the leaks first than I will pay what I own.
Technician announced " I do not see any leak" and if I will not pay I should contact
American Home Shield, and he left, leaving me invoice note "Customer wants to wait"
Next day I contact AHS agent, told him the story, respond was that the AHS have to contact
A/C people and conferm my refusal. Next three days I talk with different agents, repeating the story over and over. I request speak with manager, my request was denied, but the
agents alawys ask me for feedback! I gave them 5 stars, but for American Home Shield - F!
And guess what happend aftr six days? MY A/C START WORKING properly again,
thanks no AHS! it means that no low frion was the reason!
AHS and AR Complete is not to help you

Filed heat pump not working june 12 they got filed 15th as of today still no ac sent 2 shady vendors that tried to say I had to give them $ I reported it cannot speak to anyone but agents you never get past agents tell you to wait its escalating being authorized... It's over 98 degrees in my house with baby fans do nothing I told them I wouldnt pay monthly 70.70 until they fix it

Horrible Horrible Horrible

We have been without AC for 3 days and no response from their contractor, integrity
It is 104 degrees outside!
I am promised phone calls and I have yet to receive a call back. The contractor won't call and his VM box is always full! The AHS reps ( from outside the country) have preprinted scripts and they do absolutely nothing! Do not waste your money.
Total rip off!

6/24/2021 Work Order [protected] - Agents don't speak English and are not helpful. Very condescending. Refused to contact more than one vendor or one in the local area regarding scheduling appointment. The Vendor contacted was 2 hours away from location, and could not schedule an appointment for 4 days.
Issue: expansion tank and hot water tank cracked 50 gallons of water flooded basement. 6/25/2021, Vendor Johnson HVAC contacted us not AHS to say they where assigned only available date to schedule 6/28/2021, between 10-2p arrived at 549pm. Tech advised all needs replacement but AHS need 48hours to approve. New date of replacement 6/30/2021 between 10-2pm.

We spoke to 7 different agents from AHS no one could escalate issue to a manager or provide names or phone number to Supervisor or Executive Offices. All AHS agents are scripted and phony and DON"T Speak English.

American Home Shield is awful. The companies they send are so restricted by AHS, that they will say, "Sorry, that is outside of what I'm allowed to do…" This is after you've paid the $100 for them to come out. You will also not receive a refund of any kind…none. With all the complaints that this company has, I can't believe they have been in business so long.

No oven since 4/28/2021 repair by Norrod Appliance caused further damage 5/5/21 first diagnosis
5/14/21 replaced part but broke hinges on oven door
6/3/21 fixed hinges BUT placed "leftover" parts behind stove repair person very uncleanly = owner says he fired him self cleaned oven for health protection but door permanently locked and more parts damaged
6/15 21 pulled panel and wiring, unlocked door from inside panel reassembled and left now there are no burners either!
6/15/21 called Norrod left message at 5:30pm and called AHS customer service
6/16/21called Norrod but message box full and AHS customer service
6/[protected] twice-24-28/2021 all to customer service who referred calls to supervisors that did not return calls but referred to contractor relations board who has not responded either! Each time I call, I am told they will reach Norrod Appliance and continue reassigned him even though there has been absolutely no contact or return or repair
I haven't had a stove to boil water, let alone bake something!
I have received no receipts from Norrod Appliance

Account #[protected] - Unhappy customer
I have been a AHS customer for several years. I have made only several service requests in the entirety of opening my account. The last service request I made, the heating and AC guy came out and I had to pay an additional $350. He stated what he had to do wasn't covered by AHS. He reconnected a vent. The vent wasn't disconnected when he got there… I called AHS to cancel my contract and she said it wasn't up until June. I said DO NOT reinstate me and cancel me then. She assured me she would…(Y'all record all calls, you can verify all this) I got online yesterday thinking this was probably the case, and as I thought, it was not cancelled. So, I put in for a service request on June 24th, 2021, yesterday. The AC company I was assigned to could not get me in for 6 days. My AC was on the verge of going out. I called AHS and talked with an operator re: the long wait time and that I didn't have 6 days with it being 100 degree Texas weather. He told me if I cancelled the request and requested another the outcome would be the same. He never gave me nor told me I could request an outside AC company on my own. I called an AC company and they came 3 hours after my call. While he was working on the AC the motor went out. I called AHS again today and spoke with an operator and she basically told me I was out of luck. That y'all would not refund me ANYTHING. I asked to speak with a manager and she said they were all busy and would call me back. NEVER CALLED BACK. I've attached the Invoice to show his diagnostics and my payment to Just Right Air and Heat. Can you help me with this matter. Ashley Cannon

I am NOT a happy customer with AHS! I called you on Monday, got the name of the contractor, tried to call him several times, LVMs, and emailed me him to no avail. I tried a couple of times on Tuesday and finally got him on the phone. He told me he could come out to my home on Wednesday, and then said he forgot he may be tied up then. I asked if he could come on Thursday and he said YES! I will me there about 9a. m no later than 10 a.m. I have waited ALL day, to no avail.. I tried calling him many, many times, LVMs a few times to no avail. I called AHS and GOT NOWHERE!
First of all I got a telephone operator who did NOT speak good and clear English and was told I had to wait on this contractor to come today to which HE NEVER CALLED nor did HE SHOW-UP. I called the 833 number at 1650, got another operator who did NOT speak good and clear English and was told I had to let this contractor come because AHS does NOT have another contractor in my area. I tried to explain to her, I have breathing problems (a lung condition), it is HOT here with a heat index around 109 or so. I also have a heart problem and getting hot, SOB and upset is not good for my heart nor my breathing. She did NOT care about my condition or my safety or comfort. I begged her several times to speak to a supervisor and was told, the supervisor would call me back in an hour or so. She put me on hold, after 18 minutes on hold, I got disconnected. I am still at this very time waiting on that CALL.
I have paid for this service in full, up front for the last 2 years. ONLY used you once and that was this winter when my heating system went on the blink in the middle of a snow storm. I was very please with this contractor. He was very professional, friendly and respectful and caring. I also paid the deductible you asked for for this service call the day I call June 21st. You have all my monies and I am getting the worse service EVER! Or NO SERVICE AT ALL! This is no way to do business.
I need someone (with authority) to call me ASAP! Called again this morning, got no where. My air is still not fix and AHS does NOT care! They can't even reach the contractor so how am I suppose to reach him. This is no way to treat a customer or a HUMAN! AMERICAN HOME SHIELD SUCKS! I am very upset with this company and would NOT recommend them to an ant!

I called to file a claim because my air conditioner was not getting cold. I was given a company that could not come out for over a week therefore, I called and asked if they had any other companies in the area. I was told yes and once she looked into it she said that they would come out tomorrow between the hours of 10-12pm. They first company was May Heating and Air and the second company was Reliable heating and Air. At 1:45 I called and was told no one was scheduled to come out today and that information was not in the system. They claim the calls are recorded and I told them how long I had been on the telephone, date and time. At that point I told them to just cancel the contract because this is so unprofessional, I pay them monthly, I paid the service fee and on top of that took off from work. How much money and time am I suppose to lose because of them being incompetent. It only gets worse after I get Ms Tiffany on the telephone and she reported well you should have just waited for the original date that is what I would do. I didn't know she was paying the bill, therefore I told her just cancel the contract because I don't care to deal with this company ever again. She reported I will be charged $13.80 because that is in the contract. I asked about my $100.00 service fee for no services rendered and she said you can get that any time. I am not sure if they will send it at all there may be a possibility I disappear out of the system therefore I am disputing the charge with my bank. I am not sure what should happen to this company other than refund me my money and and stop taking advantage of people and go out of business. This will be the best thing that can happen for them and the community looking for good service.

Below are all calls I made to AHS. AHS has not called me once.

6/16/21 - 8am - Requested service for Central Air Conditioner/not working.
6/17/21 - 8am - Told to call back in 4 hours.
6/17/21 - 12:24pm - Told to call back 7:30 tomorrow.
6/18/21 - 7:45am - Told still looking for a contractor. Supervisor to call me back.
6/18/21 - 11:30am - No call from Supervisor. Told being submitted for me to find a contractor and get reimbursed. Told to wait for a call.
6/18/21 - 3:00pm - Called to find out why they charged my credit card (normal service fee) yet have not provided me a contractor. I begged them to let me find a contractor then they could reimburse me. Was told if I let anyone look at my AC it could negate my warranty.
6/18/21 - 4:40pm - Same Line; "looking for a contractor"
6/19/21 - 1:45pm - Same Line; "looking for a contractor"
6/20/21 - 1:36pm - Same Line; "looking for a contractor". Told it will be Monday before I get a call.
6/21/21 - 10:36am - Same Line; "looking for a contractor". Told my request was being sent from dispatch to another department and it will be 24-48hrs before a contractor calls.
6/22/21 - 3:35pm - Called sales line. Gentleman seemed sympathetic and bewildered that I haven't heard from AHS. Gave two numbers to call and said to ask for a supervisor. Called both and get the same message.
6/22/21 - 3:50pm - Same Line; "looking for a contractor". Talked to a representative who could not switch me to a supervisor.

Agreement # [protected]

March 2021 complaint filed about washing machine not draining.
Ams sent out contractor accord appliances who sent a guy who seemed under qualified for the job. 4 visits later (June 14) without any progress, AMS orders a diagnostic video, sends out accord appliances again, they look at the washing machine, make a diagnosis, send quote to Ams, 3 weeks later (today 6/21/21) I go online to see the status of my claim and it's logged in as "completed". Really? I paid the $75 claim fee and got nothing back? Wtf are they good at besides taking money?

May 20, 2021 Wayne Powell (phone [protected]) arrived 2:40 p.m. By 3:12 p.m., he still had not figured out which part was causing problem. Said he is ordering parts (plural!)---although he had no idea which part was needed.

May 24, 2021 Wayne Powell was here 10:00 a.m.-12:45 p.m. We used dryer immediately after he left: result dryer ran about 25 minutes before it overheated and stopped running.

May 25, 2021 I called Wayne Powell, who arrived at 1:15 p.m. He said he will go to Dallas to get a fuse. Said if fuse doesn't fix the problem, he had no plan. I asked if he had contacted the manufacturer. His response was "I won't call them because I know as much as they do". How incredulous that he would make such an inane statement!

May 26, 2021 Wayne Powell here 2:00 p.m. to 3:15 p.m. We used the dryer as soon as he left. IT OVERHEATED AND STOPPED RUNNING AGAIN!

May 29, 2021 I received an email from American Home Shield, "How did we do?" Simple answer: dryer is still not working.

May 31, 2021 received a second email from American Home Shield, "How did we do?" Answer: same answer--"Wayne Powell DID NOT REPAIR OUR DRYER."

June 1, 2021 someone from AHS called to ask if Wayne Powell was at my house at that time. I assured that person Wayne Powell was not at my house nor will he ever again be allowed into my house!

As of today, charges by AHS have been assessed on my credit card in the amount of $358.54 ($63.87 on May 20 and $294.67 on May 24). Both of these charges cite PROCONNECT HOME SOLUTIONS, MEMPHIS, TN.

PLEASE confirm receipt of this information and date on which I should see this $358.54 removed from my account.

Olivia T. Lewis
4217 Dawn Drive
Benbrook, TX 76116
[protected]
[protected]@gmail.com

Since having American Home Shield, I have had nothing but headaches. All the phone calls are routed to the Phillipines, which is no assistance to me. It appears that they are reading from a script regarding any issues. The customer service reps repeat the same thing each time you call. The only time you can get to a United Stated rep is saying I want to cancel my contract with American Home Shield. Even by saying that it still huge resistance from the Philippines reps. I feel that having all these phone calls transferred out of country is a disservice when there is no resolution to the issues at hand. I have a plumbing issue and Infinity contract services came to my property on 18 June 2021, and my plumbing issue is still not resolved.
Please note if you disagree with the contractor, the contractor can also delay the issue getting resolved in a timely manner or not getting resolved at all. Which then you can get a second opinion, however that is a another delay of getting the issue resolve. Not to mentioned, when being transferred to the Philippines and there are all not experienced to handle customer service issues or complaints.
As a payed customer if I experience issues from a contract vendor then I am still forced to wait for a diagnosis to be completed from a company that I am having issues with is not beneficial to the paying customer. Some of your contract vendors are the worst.

Parts not order when told by customer service. Customer service told me that parts was ordered on 6/14/21. When contractor told us parts was supposed to be in on 6/17/21. Called your customer service and was told again that parts were ordered on 6/14/21 and was transferred to the supply office where I was told the parts were never ordered and it was going to be ordered today. I have been given the run around for over a month. This is poor customer service and when you ask to speak to a supervisor there is never one available. I need to speak with someone within your corporate office who can assist me with getting the parts expedited and get my ac up and running. Thanks. Zina Savage [protected]

Super disappointed in American home shield, and there are complete lack of training. I have been given so much miss information from different reps each time that I call. I've been trying to get everything fixed since June 1. It is now June 18. I have two accounts on the same service address that should not even exist, I've been over charged $300 on an account that had a contract canceled. And I've now been charged on the pending account that supposed to exist, but I can't get anyone to follow up on fixing the billing issues any the account issues. I'm not even able to access the actual account, and according to their reps, The technical issues that are preventing password recovery have yet to be fixed. This has been going on since last month. So unprofessional.

My contract number is [protected] and address is 202 W Grigsby St Pulaski, TN

I place a service request in on Monday morning June 14 for an air conditioning duct. Throughout Monday and Tuesday the request was listed as no company assigned to the issue. On Wednesday morning about 10:30 AM after 48 hour I called to request authorization to get a contractor and get reimbursed. I was told I needed to wait a couple of hours and call back with the dispatch number [protected]. I did this at about 1:00 PM. When I called back with the dispatch number I was told I would have to talk to dispatch and they would call me back within 24 hours.

I feel I am being given the runaround. Your contract says a provider is usually assigned within 48 hours of the service request. Since you can't find one the obvious thing for you to do is authorized me to get a servicer and get reimbursed. Why is this not happening?

I have three properties on my account if this is the way I am treated when I need service I need to reconsider the company I use.

I am also filing my complaint with the Tennessee and California Attorney General.

I requested my dryer to be fixed that i had under warranty. I was charged $ 125.00 + tax which i questioned and asked for a supervisor to contact me regarding the tax cause my other property i have always paid the flat service charge. No supervisor ever called me back still to this day! i paid the 125.00 + tax which came to $ 136.56 . Ahs sent out a&e which i guess is sears and the guy said he would have to order a part and that it would take a week. After not hearing back from anyone i called ahs and a&e both tried to blame the other for part not ordered. I was so upset and they said they would resend someone no charge. But then was sending the same company a&e whih i questioned because the gut at ahs said that they had alot of problems with a&e i said then why send them back out here again. The evening before i called ahs telling them it made no sense to resend same company that did not do what they needed to do. I did not have time to wait a week for part to be ordered. But again all l got was excuses and sorry . I took off work now for 2 full days to let the same company tell me same thing. The second guy first thought it was the motor but then said no its the switch that needs to be ordered. I told him i did not have time for him to order the part that we were moving. And that i had been out of dryer for weeks and that it was ridiculas! he called his supervisor and his supervisor told him to do work order as if they didnot come out. I called ahs and was told i would not be charged for june on both my accounts and that i would get my money back that i paid for service fee but still have not. When i called to cancel both contracts they didnt want to let me talk to billing department. Which was strange. I told them that i could of bought a new dryer and washer with money i lost letting them send out incompentant companies to repair dryer. That the reason i have warranty is to get service in timely manner and not to be put out of work / lose more money! still i requested supervisor to contact me but no one ever has to this day. Also, my other property in may i had toilet leak and paid 2 $ 125.00 service fees 1st one no one came out and i had my husband fix hose. But then i called back to request them to come look and paid again this time that company cancelled on me. So i called ahs and twice they said for my toilet i would get both my 125.00 back in my bank account. Total of $ 250.00 . Still not in my account! then after cancelling i was charged for june on my one property ! so as of now ahs owes me june payment, 2 service fees $ 125.00 each and $ 136.56 for service fee for dryer that part never ordered . Also, i shouldn't be charged for month of on either property cause i could not get service at all on either ! i am out money and stuck with broke dryer. I spoke with tonya, ping, mars with ahs. The guy from a&e i dont have name but they gave me his id # 784249.
Lisa estepp

I am a real estate broker and I'm disappointed in the lack of communication and follow up with my pipe leaking. I made an original service request on 5/17/21 for a leak detection from my dishwasher. On 5/19/21 Joe from GE Appliances came, and he couldn't find the leak. On 6/7/21 my light fixture in the basement started leaking I called AHS and someone from Brickstreet Plumbing came on 6/11/21 the tech found the leak from the drain pipe coming from the dishwasher to the disposer. I had to make this technician stay until the dishwasher completed a wash cycle to find the leak. He was very anxious and stressed he stated he has 12 appointments a day and he needed to leave within 10 minutes of the start of our appt. He found the leak and said he could not fix the leak because he said I needed to call AHS to get the part ordered and have the dishwasher tech come back out and install the new drain pipe. Since 6/11/21 I have called every day with no solution, I've requested a call each time from a supervisor, and no one has returned my call. Each time I have called the calls and holds are over one hour with no solution.

How can I have any confidence recommending this warranty? If this is the experience?

Jenny Lopez account #[protected]

I have been trying to get my washer and dryer repaired for going on 3 months. I have called AHS multiple times for weeks and keep getting the same story. They blame it on the repair company by saying they need to have the repair company notify them. The repair company then says they have notified them but need AHS approval. So nothing happens. It appears that is the plan. To take so long that you finally get frustrated and just have it repairs or buy new products. In the contract is says they will repair or replace. It just doesn't say how long that will take. How long could you be without a washer, dryer, refridgerator, stove or A/C? If any of those broke down I could get someone out and have it repaired or replaced in a few days no matter what it was. I will be curious to see if you reply to this to show me how good your customer service is. If it anything like the service so far I expect not to hear from you ever again. My number is [protected], Wayne Spencer