American Home Shield [AHS]
Reviews and Complaints

I have called today 2/23/19 three times with a first hold time of 1 hour and 10mins to speak with a supervisor to have a representative say he will call me back, which was a plight to start the call over to change my call time. I had a service request back on 9/6/18 to fix my refrigerator that was not freezing or keeping food cold. The company replaced the board. My daughter came home last and all my food was unthawed in the freezer and warm in the refrigerator she had to throw everything out. I am very dissatisfied with this service at this point they want me to pay another service fee for something that was fixed once already and no one is going to reimburse me for all the food I have loss and have to replace. The representative keeps coming back to the phone to keep trying to call me back I am still holing to speak to a supervisor no for 1 hour and 40 minutes. I unprofessionalism of this company is repulsive.

After 3 weeks of waiting for a hot water heater replacement in sub-freezing weather, I had to buy and install everything myself. Now, they won't pay a dime and are ignoring the bbb complaint with no just cause. Simply saying, "we are not obligated to pay anything". These weasels stiffed me $530, plus my time, and monthly fees! Class action lawsuit time, please!

This is probably the worst service company I've ever had the displeasure to work with! I submitted a claim to replace my leaking water heater. They stated that A&S Mechanical (their contractor) will contact me within 24 hours to schedule service. They never called. I called them the next day and setup an appt for the following morning. The guy never showed up, never called to say he wasn't going to show up, and then wouldn't take my call. He just decided that he wasn't going to do the work. AHS dispatched it to the next contractor. They never call, so I call them later that next day, and they tell me AHS canceled the request and put me into que! (?) After waiting on hold twice for 25 minutes each, because the first time I waited, they picked up and hung up on me, they then tell me they don't know why it was put into que. AHS tells me (fourth day in now) that I have authorization to find my own contractor. I do that, and they deny my contractors price! I call them, they put me on hold for 35 minutes only to tell me they put the request back out to the second contractor they originally sent it to. 5 days later no one has been to my house and my basement is just about flooded! They have no concern for their customers nor their property! Ridiculous!

American home shield has a automatic renewal and they increased my policy by 25 percent! Who attempts to take advantage of a person except a scam? After being on hold for more than 4 hours, an agent asked what he could do to retain my business. We agreed on the original policy amount with a credit for the increased billing on my next automatic billing. Fast forward to my next billing and 25 percent increase was charged to my credit card. After an hour this time waiting on an agent, I was told that I would receive a credit for a couple months (sound familiar to my last call?). I requested a cancellation with a confirmation number. The agent would not provide me with a confirmation number but said that I sould recieve a cancellation email within a couple of days. I anticpate having to be out a tremendous amount of work cancelling my credit card by settting up new automatic bill payments with the ulitities and so forth. You should avoid american home shield like a cancer!

I can't get thru to talk to a service professional
In their authorization department.
My washer was deemed "unrepairable"
By technician. No one is willing to complete this service request.

It's been 2 weeks . We've purchased new, waiting for a settlement to pay towards replacement item,

I've waited on hold an average of one hour a day. I've been placed on hold. 30 minutes later, call goes dead!

Does this company stand behind any of their claims.?

Next stop BBB!

Please contact Debbie Blackerby in the San Antonio office for emails and invoice I submitted. I had two different vendors from AHS misdiagnose and issue with my HVAC. After much consternation, I hired a local, reputable firm who found that the issue was a refrigerant leak and replaced the coil. I'm asking to be reimbursed for that cost.

I have all the correspondence and invoice, but Debbie should have as well.

As a professional, I am very disgusted with your company's customer service. I am the vp of client services for the company I work for and ashamed at your company's service. The strategy of being on hold for over one hour every time I call, is it so people will just hang up? As I type this, I have been on hold for over one hour. I had a service call for an electrical issue. The technician came out, I had a emergency and could not be home. Tried to call the technician, number not working. He comes, waits 5 minutes and leaves, I had my daughter there 10 minutes late and he was gone. Does not call me to let me know he was on the way or that he was at my home. Previous technicians would call when they are on their way with any other service calls I have.in the meantime, ahs has removed the $75.00 fee from my account before the service call was completed. He reschedules with me to come back and does not come. Reschedules again and my daughter was home. He arrives, knocks on the door and leaves.
Very upset client and will not recommend your company to anyone.

I reported a leak last Tuesday, 1/2/19 to AHS and was assigned to More Than Plumbing who came out Wednesday, 1/3/19 and discovered they needed to go through walls to assess/repair the leak. We had furniture in the way that we moved. I tried to call AHS for 2 days to left on hold for hours. Finally on 1/4/19; reached the AHS' Authorization Department to inform them that barriers were removed and clear for plumbing work. Had appointment for 1/5/19(no show from company); rescheduled 1/8/19; Plimber came out and informed that they did not receive authorization code due to system being down so they left. It has now been a full week of a leak. Please assist!

We experienced a leaky toilette in the home we recently purchased. The water was coming from under the toilette and damaging the floor. After waiting on hold for over 50 minutes, we were finally connected with a customer service Rep who assigned us a work number and told us that the vender would contact us within 48 hours. Over 48 hours later, we still didn't hear from them and called them once again. After waiting over an hour, I talked with a Customer Service Rep. who asked me if I tried to call the plumber they provided me with. I said, no, I was told that they would contact me. The Rep. told me that she would call them and put me on hold once again. After 8 minutes. she got back on the phone and told me that she couldn't reach them either. She told me that AHS would cancel that work order, run my credit card again, and reach out to another vender, and that if I didn't hear from them within 4 hours for me to call them back again. After waiting for over 4 hours without hearing from them, I called back and was on hold for over an hour. This time I was informed that they scheduled the exact same vendor that was cancelled and that they would contact me within another 48 hours, because the first one was cancelled. When I complained I was told that they can supply me with a work order to give to a plumber of my choice, but I had to follow their criteria. The plumber must be licensed, have workers compensation insurance, have automobile insurance, and that at my expense, they would have to come out and [censored] the job and before completing the work call a number that American Home Shield supplied me with to get authorization, and that if American Home Shield deemed the work warranted, then they would start reimbursement procedures. When I told the Customer Service Rep. that no plumber would be willing to wait on hold as long as AHS requires, she assured me that the venders wait wouldn't be nearly as long as the customer. She said that they would get right in to a representative. I called the number that was provided for me to give the plumber, and the wait time to talk with a representative was over an hour. I have all of this recorded on my phone. I am going to do whatever I possibly can do to see that this company is held accountable. At the very least, they owe my money back that I put out on this worthless warranty. It's not worth the paper it's printed on

AHS states they mailed the funds and received a copy of the cancelled check that was issued as payable to me but then washed and cashed by someone else. My mailbox is a lock and key so this happened at some point en route from AHS using USPS. AHS promised to send me a fraud affidavit and have not. I follow up and they keep me holding for hours, they do not call me back when I put in for return call versus holding and this issues remains unresolved since payment was originally issued in Sept 2018 for 1K that I still have not received.

I have just requested a 3rd visit from Service Contractors Plumbing. They changed out my faucet on the 1st visit & since then I have no water pressure in the sink. They came out a second time & said it was fixed but now it is barely running in my kitchen faucet again. I can't help but feel that the faucet they put in is not right for my sink.
The are scheduled to come out again but I do not believe this company is up to American Home Shields standards.
I would like this complaint to be investigated.

PATRICIA Juvenal
Garland, Tx

Tried use this warranty for first time. Gave a a co called manny appliance. Guy was completely unprofessional. Didn't here from him for over 3weeks. Called back warranty co gave me another co to come out made appointment with them. Then all of sudden many appliance co. Has this guy James call me told me finally got parts and was supposed come out today between 8 am to 12 pm . He calls me says going be real late wasn't sure when he was going to be at my property to fix appliances. Pay every month for this warranty and it's been over A month got nowhere.

In December of 2016, I called American Home Shield to change my furnance. Supreme Plumbing and Heating, who did a terrible job, was contracted to do the work. They did not finish until April 2017.

The furnace did not pass inspection and American Home Shield refused to complete the job. I want AHS to fix my furnace according to the code standard.with the ability to pass inspection.

Poor customer service, no continuity, improper installation of water heater causing carbon monoxide to leak for months; being charged for service on dishwasher that was paid by check; threatening to send me to collection agency; wouldn't let me cancel service without paying fee
Tonight, I spent hours on the phone 2 hours, 3 minutes, 17 seconds AND when I was transferred to a 3rd person, I got a message that they were closed and to call back during normal business hours.

Contract # [protected]

I normally not do not post at all but am so angry I need this to spread so please share!
We have always had a home warranty - for the last 15 years it has been with American Home Shield (before 2003 it was a different company). So here goes our frustrating dealings with them recently...
The day before Thanksgiving I had a plumbing stoppage, frustrating but no problem we're covered. I called AHS, paid the service call fee and they assigned a contractor. 3 hours later the plumber shows up, sees that I have water coming out of the main line overflow and states that our cesspool is full. He peeks into cesspool and says - yep you're full, you need to be pumped, gets into his van an leaves. Was at our house for less than 5 minutes. We called AHS to ask if we still had to pay service fee because the plumber said it wasn't a stoppage and was told yes we still had to pay, no refund for us. Not happy but live and learn. We are now panicked because we had cesspool pumped when we bought the house just months before. I called multiple companies and finally found one that could add us to their jam packed schedule the day before a holiday. They arrive a few hours later only to see that my cesspool is in fact NOT full and we have a mainline blockage. Well that was a relief but I still can't use my water or facilities unless it gets snaked. We have them do the work. $255.27 later - yippee we are back in business!
I call AHS back to tell them that the "professional" they sent was wrong, that it was a plumbing stoppage, asked for a refund. I have been getting the run around for 6 days now with promises that they will "do some research" and call me back. Needless to say that has not happened. As the attached pic shows I was on hold for 5 minutes and mysteriosly was disconnected. Call back and was on hold for most of the hour that shows on my call log. Today I was told that they would not refund anything to me because I did not follow proper procedures. Their "procedures" indicate that I should have called and stated we disagreed with the diagnosis of first "professional" they sent. I'm so sorry - my crystal ball is in the freaking shop! How was I supposed to know I disagreeed with a "professional"! I followed the advice of the "professional" AHS sent us and called a cesspool company. Evidently we have to be able to see into the future to know that we disagreed with what their professional says.
Customer service barely speaks or understands English, supervisors are nearly impossible to reach and have no better understanding of customer service than the non English speaking people you are first connected with and Escalation Dept is a joke. When I asked to have this go to the escalation departments higher up I was denied.
Our policy is paid in full each year we have used AHS. This will be the last year we will waste our money on this sham of a company. After reading many complaint forums for AHS in the past 6 days it seems this is typical for them.
We personally will never use them again after contract is up and as a Real Estate professional I will NEVER recommend them and highly discourage anyone from wasting their hard earned money.
Please share the heck out of this!

Their contract is worded with weasel words and broad generalizations so that they can avoid getting out of paying.

Today is the second time I have called a contractor out to be told what I called for is not covered. Both times have been for plumbing issues.

In my contract the following is listed:

5. PLUMBING STOPPAGES
COVERED ITEMS: Clearing of sink, bathtub, shower, and toilet stoppages. Clearing of mainline drain and sewer stoppages through an accessible
ground level or interior cleanout up to 100 feet from access point. Clearing of lateral drain line stoppages up to 100 feet from access point including
accessible cleanout, p-trap, drain, or overflow access points.
NOT COVERED: Costs to locate or access cleanouts not found or inaccessible, or to install cleanouts - Access through roof vents -
Stoppages caused by collapsed, damaged or broken drain, vent or sewer lines outside the home's main foundation - Stoppages due to
roots or foreign objects - Lines broken or infiltrated by roots, or otherwise stopped by roots, even if within the home's main foundation -
Septic tanks.

If you read it very closely, you can see the glaring problem: "stoppages due to... foreign objects".

Yes, this means ANY clog in a drain you call about, they will say "sorry, not covered". What on earth would clog a drain that isn't a "foreign object"? The most common clog in a drain, hair, is classified by them as a foreign object! Ridiculous! This makes the ENTIRE coverage section of "stoppages" moot.

Another suspect wording in the contract comes in here:

3. Coverage under your Agreement is for a Covered Item malfunction occurring during your Agreement Term caused by:
a. Normal wear and tear of the Covered Item;
b. Rust or corrosion of the Covered Item;
c. Improper installation, repair, or modification of the Covered Item;
d. System installation where component units of the Covered Item were not properly matched to each other for proper operation; or
e. Insufficient maintenance of the Covered Item.

They will always return to "a" and tell you what you've done on your item is outside of "normal wear and tear", again allowing them to get away from any responsibility.

DO NOT USE THIS COMPANY. Most insurance companies will try to get out of paying you for anything, but these guys will straight up charge you the dispatch fee and leave you hanging with no repair! And then if you want to have the repair done, the repairmen have to charge you another fee through their agency! Huge, huge scam. Their customer service is also unhelpful and defaults repeatedly to the flawed contract.

Stay away.

It takes 45 minutes to an hour to get through to a service agent with a strong accent and poor understanding of English.
My Garage Door Spring was broken and they refused service saying it was part of the door track!
I had previously tried to change my monthly payment to an annual payment on line. I knew it was coming up for renewal, but had not had a renewal letter. Web site was very slow and kept freezing.
I made the inevitable long call to customer service to check on status of change after they automatically renewed the monthly installment at a higher price without sending me a contract renewal in the mail.
They said there was no record of the change to an annual contract or the charge on my card.
Next I see a charge for a yearly amount on my credit card, plus the second new monthly charge.
Called again they said there was no such charge. Finally figured out they had put a new contract on my primary mailing address. I did get them to cancel and refund it, after one hour and 25 minutes on the phone.
I have had trouble getting them to provide service at my rental. People they eventually send are not local and have a very poor opinion of AHS. Apparently the best contractors wont do business with AMS!
Do not use AHS, I would have been better off saving my AHS payments and just calling a contractor myself. Monthly payments plus the $100 service charge have worked out costing more than just saving the money and calling a contractor which would have been way less stressful.

Contract #[protected]. Marvin and Deborah Holcomb. Initial service date 10/1/2018. Second call 10/15/2018
Came to home and cut hole in ceiling to evaluate pipes deemed rusted and corroded. Refuse to cover because water does not flow through rusted and corroded pipes. Our plan covers rusted and corroded pipes. Left hole in our ceiling and refuse to repair pipes. We have called several times and they will not let us speak to a supervisor. They tell us repair issue has been "elevated" but will not let us speak to anyone involved in resolving the issue. They promise to return call that afternoon. They never call back. We cannot use the bathrooms and have a hole in our ceiling.

Sent to Ryan Hagge Tue, Nov 13, 3:39 PM

Please forward to the appropriate AHS department.
Effective immediately, we will no longer work for American Home Shield due to constant conflicts with our newly assigned contract rep, Ryan Hagge. We have enjoyed working for AHS for the last 8 years, until recently. As requested, we have reduced our pricing greatly and yet we have seen a HUGE drop in all dispatches. Our customers have repeatedly asked AHS if we can be dispatched and yet another contractor gets sent. We feel this is an unfortunate event for AHS, Dublin Heating & Air and our customers. Thank you for the opportunity to work for American Home Shield.

Have a blessed day!
Sincerely,
Steven and Kristy Pepper
Dublin Heating & Air Conditioning Inc.
114 S. Patrick St.
Dublin, Tx 76446
P [protected]

11/08/2018

Policy#[protected]

My garage door stop opening 2 days ago. Placed service request online.
11/08/2018 tech came said he need to contact AHS for authorization.
AHS authorization department representative refuse to cover broken spring at my garage stating spring is part of the door. But spring not even parts of the door.
Why repair that should be covered was denied ?
COD estimate was $395.00 with technician company and + to this AHS charge me $100.00 for service call. Total for repair $490. Seriously?
I request AHS to cover that repair since spring not parts of door at all.
I request a refund of $100.00 that AHS charged me - since nothing was done/covered. I requested AHS supervisor to contact me directly, so far no phone call received.
I paid out of pocket $395.00 (I have invoice available)
AHS policy itself cost me same amount. I will never sign any contract with AHS.
Natalia Nazemnikova 818.653.5049
[protected]@yahoo.com