American Home Shield [AHS]
Reviews and Complaints

My washer was making funny noise.
To make a long story short . I contacted
American Sheild' they responded by sending this 20 year old young man from aAccord appliance. On of the worst companies in riverside ca. If you check their reviews. He was here ten minutes and diagnose the problem . Reporting to American Sheild' that it was the owner fault without talking to me or my family. Second opinion show up I was told if was prob wear and tear since washer was 17 years own it could have been multiple things that could have broken it even overloading so American Sheild choose the one diagnostic problem that would get them out of repairing it overloading . what a horrible company I pay them every month on time no problem in the last five years i have I five file five claim s with this was a disappointment and I will no longer use their services for my home repair.

Disappointed
Customer

I have contacted AHS several times to try get an answer to this question. I had a tech come to my home about month ago to fix a plumbing problem. Well he could not fix it because he did not know how to get to the pipe . He wanted to tear my wall out but said he didn't know if he could fix the pipe or replace the space that he needed to tear out. Of course I knew he was not experienced and did ot know what he was talking about.

The teck was from Greenway Services in Nashville Tennessee. I was charged $75.00 for him to come out and not fix the problem, not offer a solution to the problem and really nothing. He gave me no information.

I think it is awful that people pay their money to have this AHS service and a lot of times they don't help or really sometimes I think they just don't know how to fix the problem but than we are still charged a service charge.

The date he came out was July 6, 2018 and my AHS number is [protected]. My address is 1100 alexander circle, Nashville, Tn 37208 and my phone number is [protected].

I would like my $75.00 refunded back into my account and I would like to know if there is a solution to my problem and if anyone plan on contacting me to solve this problem.

I'm goin wait until July 30 and I plan on filing a small claims suit to collect my money because I think it is very unfair.

After 21 years I cancelled my contract #[protected] due to the fact I requested service for my air conditioner, paid the service fee of $75.00 for Thermodyne to do the service. Nothing was done, I ending up working on the problem myself. My husband has leukemia and I have AFIB and congestive heart failure, this is why we have warranty services. After waiting for nearly 4 hours for 3 calls, I was told no supervisors were available and the people I talked to could barely speak English and everyone had the name of angel, precious, or promise. These are not their real names as you could tell by their voices. I asked on the 12th of July to cancel my contract with Anna and was assured my account would not be charged $50.82 fro July. Well I was charged and cannot get this resolved even by many calls. AHS is no longer to great company I started with 21 years ago. I am taking legal actions to have my money returned to me as it seems no one can help.

We live in a suburb of Denver Colorado. Our air conditioner stopped working on the evening of July 12th. Our contact id number is [protected]

Desired outcome:
Consistent messaging from Home Shield Warranty and our air conditioner fixed today.

We notified American Home Shield immediately and have not been given a consistent response since then. We are still unsure of when our air conditioner will be fixed and by whom and it has been 4 days. Some of the inconsistent messages:
- there are 4 companies that work with American Home Shield to fix air conditioners (there are actually 2)
- Contractors have 24 hours to respond just to the request (24 hours depends on when American Home Shield decides the time frame) Weekends are off limits and the turn around time from when we contacted Home Shield and then they decide to contact the contractor isn't actually a true 24 hours. Home Shield Warranty makes up their own time frames and leaves us hostage and at their mercy. It has been 4 days since we've contacted our local Home Shield office and we have yet to even speak with a contractor that can fix our air conditioner.

This morning the lady from Home Shield told my husband that he might have to wait another 3 days for our request to be acknowledged. Apparently, we can be held off another three days because of the shady scheduling practices from Home Shield Warranty. This doesn't mean our air conditioner will be fixed in 3 days, it means we will wait 3 days to hear from a contractor.

Clearly, Home Shield Warranty does not operate from the best interests of the paying customer. We could've had a repairman come Thursday evening and yet, we sit and wait in 100 degree heat for a simple acknowledgement of our situation.
I will be posting on social media and with the Better Business Bureau. I see there is already a low customer satisfaction rating so obviously we're not the only paying customers receiving poor service. I look forward to resolving this issue and getting consistent messages from Home Shield Warranty.

Hello all: It is 2:20 PM, Sunday, July 15, 2018. The temperature in my house is reaching high 80s, going for 90s, again. It has been like this for the past three weeks! Yes, three weeks it has been like this and my family has been living under this condition. They came out for the third time, yesterday, to fix the problem. Their man left at 6 PM, the air-condition was working. But by 9 PM it stopped. Again, we do not have cool air. They are coming here tomorrow between 12 and 4 PM. This has been the life for me, my wife and four kitties, of which one has fallen very ill due to this heat. By the way, I live in Tucson Arizona and at this time of the year the temperature does may up to 100s, at times. The company we have been assigned to is in phoenix, an hour and half away from here. I have talked to them (AHS), asked them, pleaded with them, begged them to transfer us to a local company which is located right here in Tucson, but American Home Shields resists, resists, and has been resisting to help us; based on their policy, they tell me. I am a disabled, almost bedridden man. This is what has been going on. Am I, at least, entitled to a refund, reimbursement, some kind of break? If the company was locally located, this could have been resolved long time ago. I am ill. I am very frustrated. My family has been suffering.

I had placed a service request in June, 2018 for my downstairs AC unit not working.
Automatic control company came and stayed all day to fix it .. said it was a problem with my compressor, took it their shop to repair and came and charged me $560.00 additional to the $100.00 I paid to AHS.
Two days back, July 10, 2018, two weeks after
They so called repaired my whole Ac unit
It was leaking profusely in my garage.
Placed a order, got a fantastic lady who set it up on an expedited manner.
Today they came, claimed that the pipes were clogged and that they had forgotten to check it and wanted another order set up
Another $100.00
I refuse to pay AHs additional amount for this company to do what they could have done on 6/29/18.
Ryan left my Ac unit open etc and took off
Since then I have been on line with AHs..
Got one woman didn't give her name,
Then called back got Archie from Memphis, after explaining the situation, he asked me to hold and now I line for 30 mins
Someone needs to do something
I need my AC fixed .. this is Florida and I have a dog at home.. my Ac unit has been dismantled by your service provider and collecting dust
Thanks

Date of call 7/12/2018
[protected]
I have home owner's insurance (pretty good one), but a friend recommended that I consider Home Shield so I requested a quote.
Someone called me promptly and I started asking questions. I asked if it would be possible to see a detailed (policy or contract to understand the fine print) and the agent said yes. He repeated my email address and asked if it was ok for him to send it there to which I responded yes.
Then he asked for payment. I said I would like to receive the information first, compare it to my insurance policy to make sure they really complement each other and not overlap- he got very mad, said any homeowner would know what a home warranty does and what insurance does and hung up (paraphrasing).
Well, that prompted me to go look at their reviews online and now I am glad I didn't sign up with them. They seem to be frauds. However, if they have any sense at all, I would appreciate an apology.

i have been a loyal paying (89.00 per month) customer of American home shield for over 12 years on June 17 2018 a/c unit stopped working called American homeshield and they sent out 2 inexperienced repairmen from temprite heating all they kept trying to do was sell us one of their units they supposedly fixed a/c it worked for 5 days then it stopped again my wife called back they kept giving her the runaround wanting to send the SAME company back we refused so they finally agreed to send a different company (long lane home services) they were very knowledgeable as soon as they opened the a/c unit up it was full of oil and coolant and had a gaping hole in the condenser the technician told me the unit was shot and I would need a new a/c unit the next day my wife called American home shield they told her the unit was ordered july 2 and would be sent to long lane to be installed Friday July 6 not to mention it has been 96-98 degrees for 6 days my wife has asthma had to go to doctors 2 times we watch 2 infants who had to be placed in other homes. Here it is July 11 still no a/c service from home shield has been absolutely horrible at best there is nobody there that can help you they just don't care or they don't know I spoke to 7 reps they all say the same thing like robots they read answers off of cards when you ask for a supervisor they are always busy and you get disconnected we have been lied to constantly today we found out a/c unit still wasn't shipped out this company STINKS I should be compensated for my inconvenience

This has been ongoing for 3 weeks now. From the beginning it was a disaster. I called the service company myself, because they never called. They finally answered on day 3 and advised they would come to my home on day 4. They came out for 5 minutes and stated I need a part. He said he had another appointment and would call me about the part that afternoon. After 3 days of no contact I took time out of my day to call customer service. Spoke to a supervisor who stated it can take 7-10 days for the part to come in. I told him that was absurd. I could just purchase a new microwave immediately and pay less than my deductible. He told me someone would call me in 24-48 hours to discuss a "buy out" option. Waited for that call back that of course NEVER happened. I called back Friday and spoke to another supervisor. After 2 hours on the phone he advised me that no managers were available and he would call me back on Saturday with a final decision. I advised him I would not pay a deductible because repairs were not made. He stated that the buy it out option would be my best option and we would discuss the deductible the following day. No phone call was received. Today I called back again and received the retention department who advised me the option was no longer available because a part was ordered and will be available on July 16th. That is unacceptable for a family of 6 to wait more than 3 weeks for a microwave to be repaired. I have spent countless hours trying to get customer service. At this point I have found other companies and I am canceling my contact.

I own a contract with American Home Shield. In late June I turned in a request for warranty service on the garage door opener covered under the above noted contract. A vendor named Open Sesame was assigned to do the repair. On June 3, the company dispatched a repairman to my property. He determined the garage door opener (on the Lodi garage door) had failed as a result of the springs loosing tension. He indicated the springs were not covered under my warranty and I would have to pay him $89 to have him retension the springs (aka balancing the door). I paid him this and he left after telling me the door would not be covered but he would be happy to sell me a new opener and install it for $400 plus dollars.

I contacted AHS and was told the springs were covered and the issue regarding being charged for this aspect of the repair was being turned over to contractor relations. I was also told the garage door opener repair request would be put back out to the vendor for completion. I have sent numerous emails to Holly Addeson the sales representative for the phoenix area which AHS should have access to for the purpose of review in forming a timeline of events and conversations. Holly had Christopher (also an area rep) contact me to assist as well. As of last friday, AHS informed me that any denial to repair the garage door opener under the warranty had been denied and the contractor had been spoken too. I heard nothing more and called AHS on July 9 and was told the recall had not been put out to the vendor, so it was at that time while I was on the phone. I learned this morning when speaking with AHS that the vendor cancelled the recall in the afternoon on July 9th unknown to me. It was indicated that the vendor said it would have to be a new repair request not a recall. I also learned this morning that since I paid the vendor the $89 charged me for an AHS warranted repair I had to go back to the vendor to obtain a refund. Since there are obvious communication issues prevailing in this situation, I contacted my credit card company to dispute and reverse this charge.
I made a 2nd call to AHS this morning to learn the status of the repair. I was told it is back in authorizations again. This was already determined by the powers to be (which may be someone above authorizations) as approved so why or who put it back through this process? I encouraged the representative to take the recorded conversations with me and pass them to someone higher in the organization. I sincerely hope she does this. I am a real estate broker in Arizona and this is not something I would want any clients of mine to suffer through. I have looked up reviews for many of the vendors used by AHS. Not only are they mostly negative but they also reference AHS when it is involved. I would appreciate a completion to my requested repair.

I have a warrantee with AHS covering 10 appliances. 1 appliance is my air conditioning and the warrantee covers up to 5 units. However, AHS online service requests only allows me to ask for service for 1 a/c unit and I am covered for up to 5 a/c units. I have called and after being on hold for over an hour, am told that I can only request service for more than 1 unit by making this request via phone. I am not always available in the country to make this phone call and specifically chose this warrantee for their online service request availability.

My air conditioning unit was cooling fine. The problem was with the condensation unit. You sent out a company that did a modification to my unit. A week later, I had no cold air. You sent out the company again. (Able Air) of Kansas City . The owner himself came out and said that his employee did not install the coil or condenser properly, and that he did not wire it properly as well. He repaired. Two days later, I have no air conditioning. Called Able Air as well as American Home Shield. Able Air's employees had quit and the owner could not come out again until the next week. Called American Home Shield and explained to them that I could not wait another week. You assigned another Company. This company says that my outside unit now has a leak and that the coil and condensing unit was not installed properly. So, now, I am out 250.00 for the modification fees, and no air conditioning. I am a 60 year old woman with asthma. We have air alert extreme temperature warning in my area. Why do you contract companies that do not know what their doing? You take the consumers monies and leave us hanging with worse problems than . In my case, my situation is worse than when it started. I would appreciate this matter being taken care of. It has now been 5 weeks since my request was put in for repair. I can not physically wait another day to get this issue resolved. I have filed a complaint with the BBB on this issue.

Property Address 58 Desert Highlands DR Henderson NV 89052

DOCTOR COOL Company assigned to diagnose the AC unit in my home, said the Blower Motor must be replaced. But, the 2x4 stud is on the way, thus he cannot replace the motor. Asked me to remove the 2x4 diagonal. But, that Stud is part of a Beam Truss holding the roof of the great room, and cannot be removed without re-engineering of the roof, which is a big task that nobody will do for just replacing a blower motor.

I agreed to do it outside of my warranty. Today, I hired Xcellence Cooling & Heating. They did not ask for better access, they replaced the blower motor. this is What they wrote in their invoice "... No need to remove stud, unit was hanging by all thread hangers all tech did was push the unit over a few inches and motor came out"

I called today 07/4/18 and spoke with a female named Stephanie. She was extremely rude and unprofessional, she couldn't address my problem. Very poor customer service skills and don't feel that we should be treated in this manner. We have been dealing with a problem for the past few days and only need an update, which is why I placed the call. The customer service representative handled the call with disrespect and rude behavior. She also cancelled the call without confirming or acknowledging that our conversation was completed.

(AHS Contract #[protected]) We attempted to address our concerns directly with the company, but they ignored the written concern and bounced us back and forth between departments with a hold time of at least 30 minutes each time. We would like to request reimbursement for the labor and replacement of our 50 gallon electric water heater and pressure regulator valve in the amount of $1300. We were shocked to learn we were expected to pay A&M Plumbing (the AHS assigned contractor) an additional $1200 after the service fee and coverage by AHS based on some proposed modifications that already existed.

We consulted with the City of Cibolo since our home was built only six years ago regarding these proposed modifications, received several estimates from reputable plumbers in the area, followed up with A&M Plumbing (AHS contractor) for clarity of the fees and then called AHS [protected]) and spoke with Pam (who would not reveal her last name but stated she was the only Pam in the department) on June 21, 2018 at approximately 12:50 pm (CST) to address the noted discrepancy. We informed Pam that several plumbers provided estimates and we were also advised by the City of Cibolo reference the proposed modifications (T&P Drain Modification, electrical modifications, PRV pipe modifications and PRV access). Pam informed us that AHS had nothing to do with charges outside of what the warranty covers, and our only option was to cash out if we did not agree; she also said they would not warrant a second opinion when requested. Given we had been inconvenienced and without hot water since 8 June 2018 (while we had a house full of guests for our daughter's graduation celebration), we proceeded with a more reasonably priced plumber to reinstate our hot water. We also contacted Plumbing Operations at AHS on June 28, 2018 at approximate 8:00 am (CST) who echoed Pam's responses. I used 45 minutes on my cell phone minutes waiting for a reasonable contact to escalate my concerns, but the attendant never returned.

We have been AHS Customers for about 10 years and have had 2 separate home warranties since 2011. Needless to say we were appalled to received such a thoughtless solution when we have been faithful customers for such a long period of time. Please reimburse us for the unnecessary, exorbitant out of pocket expenses for services that should have never been assessed from the AHS Contractor to begin with. I realize AHS relies on the technical experts in the field, but I would think there would be a system in place to keep your contractors honest in order to protect your customers and address their concerns. Feel free to contact us directly if you have questions or need clarity on anything.

Available Attachments Upon Request:
- Invoice of repairs completed by a licensed plumber
- Rheem Warranty Certificate for Water Heater
- City of Cibolo Inspection Results
- A&M Plumbing Invoice (AHS Contractor)

I've called several times - placed on hold and can't seem to get a hold of a supervisor! You take my money but can't communicate with your customers. Want a call back ASAP! Ready to cancel and take legal action. Strong accusation made by company who checked appliance that is absurd. Your representative said report doesn't make sense and tech couldn't back what he wrote. I want a call back!

On 6/05/18, Active Appliance, 6736 Van Nuys Blvd, CA 91450 responded to a American Home Shield warranty request for service on my 13 year old LG freezer/refrigerator. The technician came out inspected the issue: Ice maker not working; plastic rail cracked for tray; dispenser face pulled out on bottom; and dispenser cowling failing: I received a call from American Home Shield who said the technician report indicated the abuse by force on the refrigerator therefore they are not covering the repairs.
I contacted Active Appliance, Ms, Sara Jones Customer Supervisor who stated that they requested the work and parts and American Home shield denied the work. Ms Jones refused to tell me what was sent to American Home Shield under privacy contact.
When I called back and explained to her what American Home shield advise she was still was not at liberty to say.
As for additional issue, Active Appliance was sent out to fix my microwave oven on 5/24/18 prior, during the repair the glass door was chipped by the technicians. I noticed the chip less than an hour after completion. I called the company and they sent the technician back, he took a photo of the chip and when I explained the same noise from the cooling fan is still their he said he would submit a report. During my discussion with Ms. Jones I inquired as to the microwave door, she replied she see's where the technician returned however no report about the door or cooling fan issue was reported by him.

The company has a clause in their work order that they are not responsible for any damage done by their technicians.

American home shield sent doctor cool out to my home to repair my ac and my ac wasn't repaired properly. Attached is a picture of the work that was completed. I was told by the technician that I had a bad switch sometime in may. The switch wasn't replaced it was "jimmy rigged" to work only temporarily. I'm requesting a refund on the service. I don't recommend this vendor to other homeowners. I would like for american home shield to discontinue use of doctor cool as a vendor. I had a new technician come out to my home on 6/21/2018 to repair the switch properly. I also submitted a complaint with the bbb and doctor cool responded and accused me as the customer of making false statements. American home shield please contact me directly to see a copy of the bbb of southern nevada complaint.

Our AC units went out and we called AHS to send a repairman. The dispatch number was [protected]. Later we called to change the dispatch to only come fix 1 unit. The repair company said it would take 5 days to come to our house. On that day, I called to verify they were coming. They said AHS had cancelled the dispatch.

I called AHS. They said the best they could do was get the company out the next day. I asked to speak to a supervisor, but the representative (MAU) said no one could speak to me.

This as AHS's mistake, I took off work, and we had to spend 6 days and nights without our AC with the outside temps at 100 degrees.

This incident should never have happened. I would like a refund of the $75 to compensate for the extra day needed to be off work and the hassle of dealing with this. AHS apparently doesn't know how to train their workers to handle the computer system well enough to make simple changes.

I would also like someone from AHS to contact me about this incident. I don't appreciate being told by MAU that a supervisor couldn't speak to me. That is VERY unprofessional on the part of AHS.

On 15 June, I received a "Past Due Notice" of $61.82, with a Statement Date of 25 May 2018 for a contract that I cancelled on 26 April 2018. When I called American Homeshield to inquire about it, the customer service representative told me that the bill had doubled to $124.00 because I was delinquent for two months. I explained to him that I no longer own that house or contract; he stated that he saw that I cancelled the contract in April however the new owners of the house did not set up their American Homeshield Account so the bill had to be paid by someone. I tried explaining to him that I was not going to pay a bill for insurance for a contract that I already cancelled and a house that I no longer own. He told me that it would remain past due since no one paid it, when I asked him to speak to a manager he stated that no managers or supervisors were available. I am now faced with the potential that this past due amount will go to a collection agency for something that I do not owe. I have a separate contract with American Homeshield as well for my new house and American Homeshield placed the wrong city for my current residency although I have sent in supporting documents to show that the city they have listed for me is incorrect. This company is terrible. I have never dealt with such unprofessionalism.