American Home Shield [AHS]
Reviews and Complaints

4/22/2021 - Service Ticket # [protected]
A week ago I filed a service request on our garage door opener. The first service provider AHS assigned me didn't even service my area, and when I contacted them after waiting 48 hours for a call, I was told to call AHS back. I did. That provider had even already cancelled my ticket. AHS provided a different provider who came out this past Monday. Wednesday night I get an email to contact AHS about "limitations" to my coverage. So I called this morning, speaking to an agent. I'm advised it's not covered due to non-normal wear. All I could get out of her was the circuit board was overloaded. ? We've only used it to open and close our garage door. We've not climbed up and done anything with the opener. When I opened the contract I was told I was still have coverage even after I advised that the house was 22 years old and we weren't the original owners. They did offer (extreme sarcasm coming now) to send another tech out for a second opinion. Of course, I get to pay for another service fee. No thank you! So, now I've paid my $49.95 / month for 10 months, I've done my part of the contract. I paid my $125.00 service fee. Now, they won't cover it. I guess all they have to decide it's not normal use. I guess my washing machine best not need service because I've actually washed clothes in it. I could pay a service company $125 trip fee without AHS. I have AHS, because they advertise if they can't repair it they'll replace it. A low end garage door opener at The Home Depot that's even nicer than we have is under $200. So, now I've paid $624.50 in my monthly commitment and the $125 service fee.
They are also just putting a band-aid on the HVAC that went out last week as well. My contract is up in 39 days and I'm not inspired to renew. Sincerely.

I filed a claim for the repair of my washing machine on or about 3/30/21. American Home Shield refuse to follow through with their end of the contract I have a service contract with American Home Shield (AHS). On or about March 28-30/2021. I filed a claim with AHS regarding my washing machine. On 3/30/21, a Sears repair person came to my house (3710 Woodlea Ave, Baltimore, Md. 21206) and determined that my Samsung washer needed parts replaced. I was advised by the repair person that the parts would be hard or impossible to find, given the age of my washer. The repair man advised that he would contact AHS to advise them of the situation. After not hearing from AHS for about a week, my wife contacted AHS. AHS advised that the status of my claim was in "waiting for parts" and that the part were being shipped to my house. On 4/16/21, I called Sears to check again on the status of my claim because they allegedly ordered the parts. Sears advised me that they determined on 4/1/21 that the parts to my Samsung washing machine were no longer available. After speaking to Sears, I again contacted AHS to complain first about why I was not notified of the information that Sears advised and secondly where do we go from here. AHS advised that they would contact Sears to get them to fax the documents needed to further the claim. I have called AHS at least three times since and get the same information from the call taker (They will call Sears). At this point I think I'm being ignored. I have paid my fees as required by AHS and have not gotten the service promised. I also requested a supervisor and was advised that one would call me. I never got a call.

Call on Wednesday the 14th with a plumbing problem. Nothing until Friday when a plumber shows up. They sent out Bear plumbing who tries to tell me I will have to pay them thousands of dollars that the insurance wont cover. I called two HONEST plumbers who said the repair is $400 and everything Harry from Bear said was complete bs. Two, independent plumbers who I know to be honest both said the exact same thing.

Call back to ahs who tells me I have to wait for a 2nd opinion from them. They send it to a company that shows as perminantly closed online and doesnt answer the phone or return calls! I call and speak to a dozen or so from the Philipines who cant handle ANYTHING. I spent at least 5 or 6 hours on the phone over 2 days trying to reach anyone with any level of competancy. NOT HAPPENING. IT IS UNBELIEVABLE THIS COMPANY IS STILL IN BUSINESS.

By the way, they claim on the site to be BBB accredited. On BBB it shows NOT accredited. Great honest company!

Hello. Today is 4/16/21. On 3/28/21, our dishwasher leaked to the basement for the 2nd time, and for the 2nd time, AHS sent a repairman (First Choice Appliance - FCA). FCA told us we need a new dishwasher, and he would inform AHS of this. But he has yet to tell AHS that we need a new appliance. AHS can't reach him; we can't reach him... We've called AHS several times. They keep telling us they'll call us in 24 hours (this has gone on for days).

We would like AHS to send someone else, or just proceed with a new dishwasher - anything but keeping us hanging. VERY poor follow-up. HELP!

I have a cook top that their service people said cannot be fixed so it must be replaced. American home shield emailed me saying I had five days to take a financial settlement that is less than half of what the cook top cost or my file will be closed. I did not expect that. Now they tell me they're going to replace my cook top with whatever they want to stick in there when they can find one. They will not replace it with what I already have as it's too expensive. They also told me the new cook top will require my granite to be cut and that is for me. They also have no cook tops in stock at the moment and it is my responsibility to call them every day to get them to look because they can't do it on their own. The last conversation I had with them the young lady basically told me just to go find my own clocked up and leave them alone. Every conversation I had with them, I have asked to speak to a supervisor and have been denied. It seems to me they're only concern is to find ways not to replace my appliance. I believe all this is totally unacceptable

I filed a service request on dishwasher issue, tech sent out and said didnt know what was wrong, called back to amhs and advised needs to send someone who knows what they are doing to fix, amhs shield sent same tech and compony again and his response was same, called amhs and they stated company that came out has not filed their completed order, amhs would reach out, this has been another week, please advise status, next step will be to file a complaint with the north carolina dept of insurance

steve carter'
contract # [protected]
phone # [protected]

My Water Heater in my home was leaking/not working for over 3 months now. AHS send a plumber over and he had to e the worst letting me know that in order to replace this header he would need over $700.00 to install as well. AHS offered me a cash out I excepted and send in an invoice from a plumber i trust to do the job. Its now going on months and they keep saying they never received my invoice and they are playing games because they are stalling to pay the bill. I haven't had hot water for my family for months now, and I now have to hire a lawyer for this matter. This is totally wrong on their end and I need this taken care of.

ABM APPLIANCE AND ELECTRONIC SERVICES, came to my house on 03/26/2021 the diagnosis was wrong thane I made a recall after a week the same technician came to my house and made the diagnosis the pump no work today 04/05/2021 after 10 days my washer is not working I paid for the services like my monthly payment, AHS don't have a solution i have water into the washer by more the 10 days healthy issues is now in my house smell bad the contract say 48 hours for solution we have more the 3 weeks in this

I am the customer of AHS and request faucet service 4 weeks ago and !st American plumbing service technician showed next week.
!st American technician told me I have a old master bathroom faucet and need replace.
Also I request yard faucet service too and he said have to check out for wall works.
He never get back to me the status and week later I called AHS and I was told need around $280 for modification for master bathroom faucet replace which I didn't get any detailed explanation, such as how he will modify with what etc..
I request detailed explanation to AHS because I have to pay my money, but still (with 5 call) only describe modification of water pipe not detailed one.-In my common sense, If he replace with similar one he does not need modification. He need only connection the pipe to new faucet.
If he insist that is modification I am going to public.
Also I found out that, it can be fixed with only exchange of stem part from Delta company(Cost of around $11), which can get from Home Depot.
This means technician try ripoff the customer with false informations.
Also with my yard faucet, according to him and AHS customer service, (never listen to my complaints or explanations. Alway said what technician told =this mean no customer care), it was damaged with freezing weather
but that is not true either. According to my 4th or 5th call with AHS agent told me that I have to pay $680 for yard faucet to fix.
I request 2nd opinion from 3rd party, but refused.
Here is situation I want my money back and that technician should get some restriction for business. Looks like, to every customer he is lying or give false information and ripoff the customer.
So This technician are not reliable person and it is AHS responsibility to use that kind of contractor. Also AHS never listen to customer.

I have been with AHS for a number of years but last year when we had to have someone come out 5 times to check our oven that was not working or working intermitted, we got the worst of service. First, in September they sent out a racist tech that threatened my daughter and called us all kinds of names. They were out of West Virginia...awful demeanor and worst service. Then in October of 2020 someone finally came out from AH Appliance to diagnose the problem. Supposedly they ordered parts. I waited through October, November, December and January. I was not able to utilize my oven through all the holidays - disastrous and unacceptable. They just kept saying "we order the parts but due to Covid we have no idea when they are coming". In December and January they just stopped taking my calls. Finally I got in contact with someone that gave me the option to get paid with the funds they would have used for the parts but only after I purchased a new range which I did in February. March 3, 2021 I sent all documentation needed to get paid the small amount they were willing to pay toward a new range. It has now been a month and no payment from AHS...scamming me I guess. Reporting to BBB and reviews on every site I can find. You'll have treated me horribly.

This Company should not be contracted with.
1. Client Retention persons called Supervisors just told me anything to get me off the phone. My service was so bad with the repair vendor lie on delivering a satisfactory repaired washing machine. I had to be transferred to a second repair vendor after 2 weeks of waiting because they did not order the part and AHS confirmed this. The second repair vendor took 1 month to complete the repair yet they had the part within a week or so and then did the repair that was not done right. It took them two weeks to come back and correct their work. AHS did nothing to help on this yet it was stated that the vendor had 3 days to correct their work.
2. AHS offerred me via their Supervisor a $100 credit on my next repair - I asked for it in writing and the Supervisor said it was in their records and she could not send me anything. Months later, I called in and needed to get my dryer serviced and was told there was no indication of the $100 credit.
I was told that she saw the note from the Supervisor that a Credit was requested. A total conflict with what I was told. - Supervisor lied.
3. I called on 10 March 2021 to speak with a Rep and explained that I may be moving and wanted to know about my $100 credit. I was told that this credit for service was only good on my current address. I spent 25 minutes on the line with AHS as I see that this company is not as professional as it appears, not allowing me to transfer my credit for their bad service and continue my service at another location - what is the difference - right?
4. Today, 1 April, I called in to get service on my dryer. The Rep told me that there were no record of the $100 credit. Said that there was no record of my calling and verifying it on 10 March. I asked 4 times to have a Supervisor take the call and was told they have no way of reaching Supervisors - she continued to tell me that there is nothing she can do because she cannot show I called them on 10 March.
5. Today, a Supervisor called me in the middle of my work day and I asked them to call me back and they did but I was still on the phone and could not take it. They have my email addresses - no email from them.
6. Again - I have had other Warranty Companies over my 30 + years of home ownership. AHS is promoted and sold by FARMERS and I would expect that FARMERS would not tolerate this.
7. Use another company and FARMERS endorsement of the product should be considered in your decision.
1 Star - I have had some good service - a garbage disposal and HVAC repair.
-M.S.

AHS has been getting complaints about United Air Temps. attempting to SELL warranty customer HVAC equipment instead of service the items since 2007. The complaints accusing AHS of being in bed with United Air Temps are all over the internet. Why does AHS stay? Its a win win.

AHS gets out of coving covered items based on United Air Temps bogus diagnosis and UAT gets free sales lead for the HVAC sales business. That's the business they're in. Sales! Stay away from both of these clowns

I have been with American Home Shield (AHS) for over 2 years and have only placed one claim for plumbing (which was basically covered out of my own pocket when all was said and done). I have the top tier plan (3x3 Combo Plan) and pay about 70 dollars a month for the coverage. The issue is a 1996 Central Air unit finally bit the dust and the outside unit is now inoperable. I placed the claim, had a HVAC guy come out, and they verbally recommend that a new unit be installed due to the advanced age of the model. After the HVAC company placed the work order submission, AHS will barely cover anything. After the claim was "placed under review" they determined that a fan motor, a fan blade, and an evaporator coil needs replaced.

The HVAC guy related that they need $2100 dollars paid out of my own pocket (not counting the vague amount that AHS is going to pay the HVAC company - the technician related he was not sure and it would likely be around $800 dollars from AHS paid out to him) to replace the "new parts" that need to be installed on the severely old system to make it work. I spoke directly to the HVAC technician that was referred by AHS, who recommended that I purchase a new system, and that he would install the new system (if purchased off of him) for around $2700 dollars. The HVAC technician related that AHS is only interested in the bear minimum of repairs, and that they are likely not willing to replace the unit. I want you to bear in mind, I received this poorly articulated email from an AHS representative about the "denials":

duct work mod $450
lineset mod $450
drain line mod $200
r22 10lbs $110 per lbs $1100

total $2200

That was all they had sent me...

I want to add that I looked up the going rate for R22 yesterday. 10 pounds of R22 runs for around $200 dollars and the HVAC Technician is charging $1100 dollars... AHS covers $10 dollars per pound of R22, and the rest is to be paid out of pocket. If my math skills are correct, that is a $900 dollar upcharge...

So, after multiple calls from myself and my wife to AHS, we keep getting the same canned responses from the customer service representatives. I have yet to be able to speak to anyone that has answers, and I honestly feel bad for the call takers from outside the United States that have to deal with this. All they say is "I understand your frustration" and they keep recommending that I take the "cash out" option. I know from reading the horror stories of the "cash out" option is that they will likely cut a check for around $600 dollars and close the claim. This is not going to cut it. These repairs (minus the ungodly price for the R22) are and should be covered under contract. We pay the bill every month without question, and we are getting the run around from AHS over it.

It is my sincere belief that the contractors involved with AHS know how to scam the system and come out ahead. I understand this, as nobody is in business to lose money. I asked the HVAC technician how much AHS is paying him to come and repair this, and I continued to get the run around and no concrete response. AHS was contacted, and related that they "do not have access to this information". This seems odd, as someone must be cutting the checks to the contractors from AHS. When I ask how to contact a representative from AHS that can give me this information (because I highly doubt that the HVAC Technician is going to install a new system for only $2700 dollars with no other expenses), they give me the scripted "we apologize for the inconvenience" nonsense. At that point, the merry go round of excuses and apologies continues.

Bottom line is this... AHS has done everything to avoid holding up their end of the contract that I pay them monthly to uphold. The central air system is severely outdated and any repairs to the system would likely lead to another breakdown in another week or two, resulting in another HVAC visit, more bills that "aren't covered -denials", and another $100 dollar deductible. The HVAC Technician himself even recommends that this system be replaced, but AHS only wants the components replaced and for me to foot the rest of the service fee of $2200 dollars. If this was not problem enough, the HVAC Technician immediately tries to sell me on paying $2700 dollars for a new system after he collects the money (which we still do not have an accurate total on) from AHS. I cannot get any hard copies of the invoice that AHS has based their determination on, other than what I have here (carbon copy slip) telling me that the "Fan Motor and Blade Need Replaced".

The HVAC technician I spoke with this morning on the phone related that the Evaporator Coil Needs Replaced as well but was never originally documented on the carbon slip I have.

If the only thing that needs replaced is a "Fan Motor and Blade"... Why all the additional charges for R22, Line Set Modifications, Drain Line Modifications, and Duct Modifications? Im not an HVAC Tech, but pulling off a cover and screwing in a fan blade to a newly installed motor likely does not require any other modifications.

I would like to see AHS cover this claim and have the HVAC people come out and give a legitimate assessment of this broken machine. Since the story has changed from a "Fan blade and motor" to a now all the sudden "Evaporator Coil" as well, it is difficult to trust the HVAC Technician. Especially since he is trying to juice me for all the other unnecessary modifications and his R22 that must have been manufactured on mars judging from obviously inflated price.

2/5/2021 service for dishwasher was made. Assigned A & E (sears). Tech. came out and was unable to repair item. Tech searched for parts while at the house. He could not locate any parts as the dishwasher is out of production.
Since 2/5 there have been multiple phone calls that I have made between A & E and AHS. Each call is the exact same.
A & E says they are sending the recommendation to AHS that no parts are available
AHS says they need a recommendation from A&E which needs to be in writing.
On my call 3/17 to AHS they talked to Sears who said no parts can be found and the AHS person stated that A&E needed to send a written recommendation.
It is now 3/29, I will have no dishwasher, I have been the one calling and advocating for my repair, I have spoken to numerous reps and supervisors always ending with the same way. AHS has called A&E, they are sending the written recommendation and we will get back to you in 24-48hours.
NOTHING HAPPENS but I will do not have a dishwasher. I have made two monthly payments and a service call fee to AHS.

On February 8, 2021, we placed a request in for service. The repairman showed up on February 13th as scheduled. He said that it would take 2 weeks to get the part(s). He said that the part may not be available any longer and if that was the case then we would be notified promptly for replacement. After hearing NOTHING, we contacted the call center and was told that it was a 3 week parts search. We heard NOTHING AGAIN, so we have called numerous times since and get the same story every time. They are waiting for a report from the contractor? My question is "has the contractor been paid? Why is this taking soooooo long? We were on hold and have spent hours upon hours making calls only to hear someone in another country read a script and doesn't really understand or cannot help us. We have been without a washer for 7 weeks now. We are very dissatisfied with this service. We had bragged and recommended your company before this happened but now we will not be renewing or recommending in the future as we have handicapped dependents on the premises and this has caused us great difficulties in caring for their and our needs. We would appreciate some consideration and I feel that a phone call to the services center would be sufficient in order to proceed with our replacement from whomever is in charge. The run-around manner we are receiving is getting very tiresome and we would like to have clean clothes to wear as i am sure you would feel the same way if it were you. Thank you for your prompt attention in this matter. Please let myself or my spouse know something as soon as possible. phone [protected] Rick & Carla Benning

I called on 3/26/2021 around 1:45pm. I spoke with a male agent that did not state his name clearly at the beginning at all to ask about getting our $100 service fee reimbursed due to issue not being fixed the first time (or first 6x with this exact issue and AC company actually.) He agent began yelling and talking over me as I simply asked that I speak with someone above him/supervisor. He than proceeded to yell at me that I can "call back and talk to someone else that way" and hung up. He refused to allow me to speak, then he would just speak over me by shouting and then to hang up without allowing me to speak with a supervisor.

Last September, I called to have a plumber fix our master bathroom shower. Bonafide Plumbing in Yuma Arizona was contracted to come out and repair our shower.

On October 9th, 2020 AHS authorized Bonafide Plumbing to purchase the required items to repair the shower.

I never heard back from Bonafide Plumbing. I called their local telephone number and left multiple messages. None of them were returned. I called the AHS customer service and was told that someone would be contacting me with answers to my question. No one has called me back! I have made no less than three calls to AHS to get this fixed/resolved and nothing has happened!

We paid our service fee and our monthly payments for this service and I am NOT happy with this.

I want my shower fixed ASAP! I do not want Bonafide Plumbing to ever step foot on my property again! The plumber form Bonafide Plumbing took my shower apart and never came back, so my shower is still inoperable.

Someone needs to contact me and tell me what you're going to do to resolve this or I will contact a lawyer and resolve this in Court if necessary.

This is total B.S. and your company is supposed to be better than this!

I look forward to your timely response.

I initially called in a service request on December 11, 2020 to AHS for my property located at 1515 Kyle Ave, Gadsden Alabama 35901. For the following concerns that were revealed during a per occupancy rental inspection conducted by the city of Gadsden Alabama. The following items were discovered. 1. Gas Hot Water Heater needs to be replaced. 2. Leaking sink 3. The Electric dryer outlet needed to be replaced. 4. The waste vent needed to repaired and winterized. I was referred to K&S Pluming to conduct the repairs. After several miscues on K&S Plumbing part like sending and electric hot water heater instead of a gas hot water heater. Missing two scheduled appointments to repair the hot water heater. The hot water heater was finally installed date unknown. So, I schedule the Gadsden City Rental Inspector to come and review the repairs conducted by K&S Plumbing. The inspector stated that the plumber who installed the hot water heater, based on the workmanship was not a licensed plumber and the installed was not to code. He also stated that I should seek another plumber as this one was terrible and if the vendor needed clarification, they could call him. I spoke with the K&S representative and have not received a call back. At this point it has been over three months the issue has not been fixed. I have to call AHS at least four times to discuss this issue and have been stalled every time with the canned promise that a supervisor or someone from the contract resolution team will call me. I am still waiting... I have been a customer of AHS for several years and expect that as a customer that when you commit to your customer to do something that it's done.

I called American Home shield today, I asked them to cancel my contract effective end of the month billing cycle (which falls on April 13, 2021).

Looks like AHS has already billed me for The month of March Billing cycle, which ends on April 13, 2021.
2966 Penman, 92782
Plan:
3X3 Combo
Contract #[protected]

The effective date of cancellation should have been April 13, 2021.
They sent me an email. . I am copying it here.

================================
Dear BIRENDRA PRASAD
This letter confirms the cancellation of American Home Shield contract number [protected] per
your request.
Since the total amount that you have paid for your contract is LESS than the total of the cost of
your contract through the Cancellation Date (Which may include the cost of the coverage provided
under the contract as well as any costs incurred by American Home Shield in proving you service
under the contract) and the applicable administrative fee for cancellation, you owe 53.99. Please
see your contract for specific terms regarding how this amount is calculated.
Total Contract Cost as of Cancellation Date:
Administrative Fee for Cancellation:
LESS (Total Amount Paid as of Cancellation Date):
-------------------------------------------------
Amount owed to American Home Shield:
$169.1
$53.99
($215.96)
----
$53.99
You are responsible for the above balance as well as any past due amounts. Log in to MyAccount
to make these payments. This cancellation of your contract voids all liability on the part of
American Home Shield for the above listed property. If you have any questions relating to the
cancellation of your contract, please call [protected].
=============

1. First of all they put a wrong cancellation date. (March 19, 2021) Furthermore they are charging me cancellation fees, which I did not agreed.

Please inform them about this complain.
If they are canceling the contract on March 19, 2021. I need a partial credit of the payment already made for the month of March until April 13, 2021.

That is the normal process for any cancelation.
Thanks
Biren Prasad

I was told over the phone I had authorization to get an outside source to come and fix my central heat. It was 40 degrees inside my home. When the technician got to my home he spoke with AHS and they said he was authorized to repair. After repair, further repair was required to complete the job, again I spoke with AHS as well as the technician the 2nd time and got authorization over the phone to go ahead and fix the unit. When I submitted the receipt they denied my claim. Now I am out of pocket 2500 dollars and AHS says they won't reimburse me because I didn't have authorization.