American Home Shield [AHS]
Reviews and Complaints

my name is David Robertson my agreement number is [protected] and my dispatch # is [protected].
i had called AHS representative several times for a water heater issues, the plumber from Badder mechanical did come out pretty quick and filed paperwork that the water heater was busted and needed replaced, that's when things went down hill, the representative stated that i would have to wait 10 days for replacement. (mind you the water was flooding my basement. the only way i could get it replaced quicker was to pay for it myself. i requested the cash out option. got it repaired and sent has a receipt of the work done witch was over a thousand dollars, my cash out was 700.00. i sent email. never heard anything, still waiting for my reimbursement cash out. I've called the representatives several times, ask to speak with supervisor, the reps are extremely hard to understand. this has become a crazy thing, ive paid to have insurance and still coming out of pocket for large amounts of cash. i want this resolved, please send me the 700 cash out option i requested, ive already sent proof of the completed work and what i paid.

My A/C stops working and I filled a claim with AHS. A contractor was assigned and service was performed, along with a bill for freon, which conveniently not covered, for $420.

Fast forward a day and a half, the A/C stops working again, service tech comes again, this time is the coil, and it has to be ordered. No problem, it's under warranty right?

Fast forward a week, parts come in, techs install them. Now the condenser is bad and leaking, ok, let's order that, it's under warranty right?

Fast forward two days, got the phone call saying condenser is coming in Monday, let's schedule the appointment to install. At this time A conversion takes place about the amount due when the repair is complete...

So Sir, you owe us $1625.00! Excuse me?

Some warranty right! So, I call AHS and they tell me that the charges are all "not covered items" acording to my contract. The problem with that is that the charges are supposed to be discussed and agreed upon before the repair takes place. AHS never contacted me once about any charges during this time, I only found out from the service provider.

How can it be legal to just rack up charges without notifying the owner?

I've got an appointment for consultation with an area lawyer, this is ridiculous.

To add insult to injury, I called another local contractor and was quoted a brand new A/C unit, installed for $2400.

I am being forced to pay the same amount for a repaired system? What a joke! F'ING Criminals!

To think, I only had AHS because the seller was required to provide it for a year as part of the contract when I bought the home.

Do not trust American home shield, do not pay them a dime, you will regret it. They are scam artists and good at what they do.

I have a leak in my basement it's been going on for 3 weeks ahs sent me a plumber the first time from a far location and they did not solve the issue then I had to call them 5 times to transfer to a local plumbing company and they couldn't find the issue I requested American leak detection and they found it right away a third plumbing company has come out and now I'm waiting on authorization to fix my leak and nothing has been submitted

My name is Mark Norton. AHS Contract Number is [protected]. At the beginning of May I requested service on three of the fans in my home. I was issued a work order number of [protected]. The contractor assigned was Lite It Up Electric and his initial assessment was conducted on 5 May 2021. Upon conducting the assessment the technician diagnosed the problem as: Living room fan needed a new capacitor and installed one, the other two fans; Master bedroom needed to be replaced, and the fan in bedroom number two, required an upgraded bracket to keep it from wobbling. I received a written evaluation and was told by the technician he need authorization for the work on the other two fans and that would take a day or two. After not hearing from the technician, I called on the status. He said AMS told him the fans weren't on the contract, but told AHS that the other fans were fine, even though the written assessment he gave me said otherwise. For three weeks I've been in communication with customer service and have not received any resolution.

This is Philip Host, American Home Shield Agreement number [protected]. I have received a service call from an AHS participating repair company (Legum Heat and Air Conditioning, Windsor, Virginia), for the purpose of repairing my inoperative heat pump. Due to the age of the unit and the extremely high cost of refrigerant I requested a cash settlement for the repair in lieu of an actual repair, with the intent of applying the cash settlement toward replacement of the heat pump. Legum has assured me that they have submitted the necessary paperwork to AHS for authorization of the cash settlement. I have discussed this matter with AHS at [protected] on April 26, April 28, April 29, May 3, and May 14. On each occasion the AHS representative has assured me that my issue would be resolved promptly and I would be notified of the timing and amount of my cash settlement within 24 hours. On April 29, May 3, and May 14 I requested to speak to a supervisor concerning AHS's non-responsiveness in this matter, and on each of those occasions I was assured that the matter would be escalated to a supervisor immediately and I would receive a call from the supervisor within 24 hours. Over this entire period of time I have received no status update on my cash settlement, and no supervisor has contacted me as promised. My customer service experience has been 100% TERRIBLE. Please expedite the resolution of my request and call me at [protected] to update me on actions taken. Thank you. Philip Host.

American Home Shield, a home warranty company. I have an account with AHS. They are double-billing my credit card monthly. As I am overseas, I can not call their 800 phone number. I have been trying to contact them online thru the email addresses from their 'Contact' list on their website, but to no avail. I have limited means of contact as networking infrastructure is different here than in the US. I need to contact them electronically, not thru a phone call. Besides their non-functioning email addresses, their website also has a 'Chat with us' function, which is also non-operational. I would like a refund for the months of double-billing, but I can not contact AHS. As I signed up and pay for their service online, I need to contact them online (not phone call). Now what? Thanks.

I sent an email Letter to AHS CEO on May-12, 2021

Mr. Rex Tibbens
CEO
American Home Shield Corporation
150 Peabody Place Suite 300
Memphis, TN 38103

Ref.: Service order # 519416 67
Agreement number: [protected]
Service location at: 25 Brainard Ave., Great Barrington, MA 01230.

Dear Mr. Tibbens:

I am writing you because I am highly frustrated with AHS to take care of a simple problem to repair or replace our dishwasher. AHS has failed to meet its contractual obligation to find a contractor since February 2021.

We could not wait forever and as instructed by AHS to find our own contractor which we did and had our dishwasher replaced.

Decker & Bebee in CT. refused to follow AHS procedure as they are not AHS contract. They are a big company and not willing to call and waste their time.

AHS asked us to file the OSA Form (front door), on April 20, 2021. Our claim was denied for not following the procedure. As stated above, the non-AHS contractor will not follow your procedure and AHS has not found its own contractor since February. This is a catch 22 situation. AHS cannot find a contractor, an outside contractor will not follow AHS procedure and meanwhile, we are out of luck on a functioning dishwasher.

Please note we have made 20 calls to various departments in AHS, not to mention long waste time (a major complaint about wait time).

Mr. Tibbens, we also have other items pending for the same reason that AHS cannot find a contractor. The non-AHS contractor does not want to follow AHS procedure as they are not obligated.

I have been an AHS customer for over 23 years with my three properties. I also have recommended several of our friends to go with AHS. We have paid a total amount of $323.71, yet AHS cannot find the contractors to repair our appliances.

Thank you for your attention to this matter at your earliest convenience.

Truly,
Dr. Majid Khan
[protected]

Encl.
OSA Form
Invoice from Decker & Bebee

I would like a reimbursement of $1, 464.94 for the replacement of the dishwasher.

I'm very disappointed how American Home & Shield keep harassing me about a service fee that never occurred. On 5April 2021 I made a service request to have my hot water faucet repaired. I have two homes insured with this company. I put in a service request at 908 Doewood Lane, Newport News, VA. 23608. I kept receiving emails. Letters and telephone calls stating that a $75.00 service fee is due. I never put a service request in for my other property at 65 Linda Dr. Newport News, Va. 23608. I thought this issue was resolved and I still am receiving correspondence for your company suggesting that I pay you $75.00. I paid the service fee for the work that was done at my home on 5 April 2021. Prior before anyone coming to my home I strongly stated that I definitely do not want Patriot Plumbing at by any of my homes. I have had a bad experiences in the past with Patriot Plumbing because they do sub-standard work and really tries to cheat the customer. So I explained when I put the service request in I made it clear not to send Patriot Plumbing. Service Mechanical came to repair my issue and I paid them a $75.00 service fee. I don't owe American Home & Shield anything. I very upset that American Home & Shield tried to access my credit card account for a bill that was never authorized by me. This appears not be resolved and I'm being harassed for a bill that I don't owe. I hope upon someone receiving this email that bill harassing stops! I am strongly considering cancelling my policy because I have had nothing but conflict and frustration trying to get this matter resolved. I have called customer several times and each time I call I am told that I owe nothing. S why am I still kept being billed. I have requested for a correspondence from American Home & Shields several times but yet to hear anything from this company. I'm very disappointed in this company and if I don't receive any feed back I will cancel my policy with this company.

I have paid extra to insure my wine refrigerator for the past four years. When I insured it I gave AHS the brand and model number of my refrigerator. I was not made aware of a cubic footage restriction which they now tell me is 6 cubic feet. I was not aware of this limitation since I did give them brand and model. I have had this repaired previously by AHS without incident or cause to believe this was not covered. They now tell me they were mistaken in covering a previous claim, but because they did I had no reason to believe my wine refrigerator was not covered. I asked them to repair this item on 3/20/21. They sent Elite Pro to my home and they attempted a repair three times withou success. Now they decided it needs a new compressor and AHS has refused to cover this because the unit is over six cubic feet. As previously stated, I was not aware of the contractual restriction of cubic footage, but AHS should have been aware because of make and model. Now I am left in need of repair completion. I ask that AHS either pay for the repair or refund to me the additional coverage that I have paid for. They refuse either choice. They can't have it both ways. Either cover the repair or refund to me what I have paid for coverage.

AHS would like to put in an H2O heater that is 20% smaller than my current water heater.

I have a water heater leak, call AHS who I have had for 16 years, and only 2 claims. The plumber came out to confirm my water heater was leaking.

I was told today that AHS wants to install a 40-gallon heater instead of the 50 gal heater that I currently have saying that it is similar per their contract.

I am also being told that I will have to pay an additional $150 to rehook up the T&P valve because it is not to code. Though they were the ones to install it and when we told them it wasn't to code they said it was fine.

[protected]@ahs.com goes into a page listing various home warranty companies. Agent on phone being told that I would go somewhere to fax the receipts informed that there was no way to fax the receipts. I have done that previously and informed the agent of that. I was then given a fax number. It is often not easy to understand the agents. I have no complaint about hiring people from the Philippines or anywhere else as long as they are trained with company policies and can help to resolve customer issues. On a previous call I was having an issue with something and asked to speak to a manager and was told that I could not.

American Home Shield has received good reviews on the Internet. Unfortunately, AHS only considers their profits. If any item over $100 needs to be repaired, it will either take 3 months to ignore the problem, or You must be hustle with AHS and the contractor to solve the problem. It is not worth paying for AHS services. Your money does not even buy peace of mind services. If you know the calculations, here is your total payment:

$45/monthly prime x 3 (it takes 3 months to fix) + $75 (inspection fee) = $210, the problem is not resolved within 3 plus months.

I asked to repair the broken dishwasher in January 2021, and the last part was fixed in late April 2021 and it took 3 months to complete. Due to long-term unresolved issues, AHS promised to refund $75 in March 2021. Until now, I have not received a refund (May 2021). AHS provides very bad service and will not fulfill its promises. This kind of customer service is unacceptable. I hope everyone knows what I have experienced with AHS.

Our hot water heater was leaking and damaging our hard wood floors. I filed a claim for repair on a Thursday at 4pm. Received a service ticket with the approved vendor but never heard from that vendor. I called the vendor on Friday at 12:30pm and they told me they would not be able to come give an estimate until the following Monday. I told them we could not wait that long so he declined out ticket and we had to start the process again with AHS. They were not willing to approve a company we found that could come fix our hot water heater that day until 4 business hours passed. By that time it was 6:30pm on Friday and we received approval for the outside company to fix our hot water heater. They called AHS Friday at 7pm and Sat morning at 8am to get approval and authorization but could not get through to anyone. They went and repaired our unit, we submitted all the paperwork and are now being DENIED reimbursement even though we were told they were approved! There aren't any numbers to speak with anyone in the claims department either. You just keep getting routed to a third party answering service. The customer service we received isn't about the customer at all. They were not willing to help us solve the problem or cover this repair. We do not recommend this company and would like to issue this complaint in hopes someone will help us get our money back!

My Central A/C unit has been broken since 10/2020. from that till date I have opened 3 new service tickets and had 3 different vendors come multiple times in October 2020, January 2021, February 2021 & March 2021.

In January 2021 vendor 1 (Major Home Appliance) came and determined that it was un reparable and it had to be fixed. After calling AHS (and they escalating it to contracts resolution) we waited a month with not result. Finally they transferred me to Vendor 2 (Rutan Refrigeration) who provided a the quote for repair / replacement - submitted in 2/2021. Authorization department then needed a second opinion. Since this is system generated it went back to vendor 1 (Major Home appliance). Again after calling almost daily, I was assigned to Vendor 3 (Agape). Agape who have been to the location more than 3 times, said they cannot fix the A/C and will only replace it with a Split Air unit. Huh? again after calling for another month, 4/2021 the agent said that the parts have been ordered and they should be contacting me shortly. Again, nothing. Today, 5/2021, I call and I am given the same status "waiting for authorization" to get detailed report on costs. they already have the estimate from a capable company. What type of service is this? 6 months plus to get an A/C fixed? I have never been late on my payments ever.

This issue started 6 months ago. I contact the AHS and was charged $75.00 on top of the annual premium. The tech then sent out to look at the dishwasher stated, "he couldn't find anything wrong". I told him to the dishes are the counter are from the last cycle ran through the dishwasher clearly not clean and looked worse due to hard water film on them. There was clearly a language barrier thus going off the ticket he wrote as "issue resolved", I disagreed with. He said sorry and left. I contact this tech company and they stated they go off what their tech recommend. I contacted AHS regarding the unresolved issue. they sent out a different tech. Again language barrier issues arose... but were better. He recommended changing dish soaps and "blue jet". I told them I have tried several brands all which made zero difference. I have owned several homes and the issues was clearly a dishwasher issue not a cleaner used issue. The tech was frustrated that I told him that recommendation does not fix the issue. He still I asked I sign the "issue resolved" paper work, which I refused and immediately called AHS again. I told them what had happened and now months into this issue and still an inoperable dishwasher. AHS told me they would need to further look into this after being on the phone with them for nearly an hour. I NEVER received a call back. I called again. Tried their online chat... which never worked due to agents not available aka no one working at any times. I called again, again being told they have to check into this as no record other than showing, "issue resolved"... clearly NOT.
I am now 5 months into this unresolved back and forth nonsense $75 and countless hours of time wasted on this!
RECCOMENDATION: TAKE THE ANNUAL PREMIUM AND THEIR $75 DOLLAR SERVICE CHARGE AND JUST GO PURCHASED A NEW ITEM.
My time and sanity are definitely worth more than a policy of worthless claims of coverage and time spent trying to resolve these. Take the money you pay and go to HomeDepot in ONE single afternoon and reoslve the issue yourself... eventually I had to go this route anyways! Would have been nice to at least have my time back minus the 1000 and 75 scam I paid for this company.

I called American Home Shield on March 15th to get my refrigerator repaired. I gave them the make and model number, but they assigned it to a contractor who don't repair my type of refrigerator. Next it got assigned to a new contractor, who did come to the house, spent 5 minutes looking at the problem and said he would have to order a part that would arrive at my house within 8 to 10 days. After two weeks, I called AHS again as I was worried about any packages arriving without my having a tracking number. AHS representative said they would call the contractor the next day since they were closed and call me back. Not so! After many calls, I have learned that AHS representatives repeatedly lie about calling me back with an update from the contractor who is apparently the only one that can fix my refrigerator. I asked that the situation be escalated, but still no return call. It has now been over a month and a half and still they are telling me that it is the contractor's fault for not submitting a report and getting a needed part approved. My repeated calls have not stirred AHS in any action to move this along. How long must I wait? Dealing with this is beyond frustrating!

We do not have water in our home. We contacted an independent plumber to review the leaking of the hot water heater. It was deemed the hot water heater requires replacement. As such, we contact American Home Shield. A plumber was dispatched must never arrived. In the interim, the company noted it's unlikely we will receive approval today. American Home Shield refuses to authorize a replacement of the hot water heater by noting their plumber must review the issue. After numerous calls to AHS, a supervisor was unavailable to provide emergency approval. We are required to pay out of pocket to ensure we have running water over the weekend.

Our JenAire cooktop with downdraft was replaced by A GE brand. We were asked to do modifications to get the down draft. The company who was sent to connect the cooktop did not do the job right as the cooktop was not heating. Ahs asked us to contact GE who sent their technician. He documented that the job done to connect the cooktop was a safety hazard not to mention that the downdraft can't be connected due to the design of the downdraft under the cooktop. We need a side vent to connect. When we called AHS and asked them to replace what they sent us with the correct model she blamed us for not knowing what the underside mechanics of the stove should have been. When we pointed out that we were only asked the size of the cooktop and any specifics such as a downdraft and that we very very frustrated with the way tjis was being handled the agent hung up on us. IT HAS BEEN 4 MONTHS SINCE WE HAVE BEEN WITHOUT A STOVE. I am attaching a picture of the down draft which even if we find the sleeve to fit under to run the pipe into the inground pipe there is not enough room. We need a down draft with the side vent. The GE technician did not re connect the stove and the wires can be seen. We have been with AHS for 20 years and the service is getting worse. We need this resolved.

AHS a tech to my home May the 27 of last year because my A/C unit was not working. The tech jimmy rigged the capacitor by adding a second capacitor to my unit instead of getting the correct capacitor and changed the motor in my unit and did not recharge the unit with freon. After restarting my A/C unit this year; the unit would not come on at all. I did inquire about what this could be and was told that when the motor was changed the freon should have been charged as well and was not. I called and qustiond AHS in regards to this and also told them my A/C unit was not workin again. They said I had to schedule another apptointment for a tech to come out. I did so and paid another 100.00 for an appointment. The new tech that came out and said that my unit had no freon in it and will need to be serviced and they sent me an estimate that included putting freon in it. I called AHS back and asked for an american representative and/or an american supervisor to deal with the terrible service from the first technician as they knew that when you change a motor out in an A/C unit you must recharge it and was told that they cannot transfer me to an american representative and I would have to keep calling back to get one.

On February 5 I ordered AHS to look at my garage door opener and they assigned the project to American Certified and took $80.25 out of my credit card. American Certified cancelled 3 times because they had no employees to work because of Covid-19. So AHS assigned Overhead Door to repair my garage door. They came on February 22 and diagnosed a bad garage door opener and came out March 1st and replaced the garage door opener and AHS charged me another $80.25. I called your billing department in the Phillipines 6 times and they understand what happened but they cannot correct it. I have been getting at least 3 calls a day to renew my contract for the last week and I tell them to correct the above problem because I can't use AHS when you have a billing due. Really, your billiing department is inadequate. Step up to the plate the make this right! This is America and your billing should be American MADE!
Susan Keller, [protected]@outlook.com, [protected], 4214 South 18th Street, Omaha, NE 68107 Account no. [protected]