American Home Shield [AHS]
Reviews and Complaints

My Name SHeri Billings
My account number [protected]
My address 1609 Passion Vine Circle
Weston FL 33326

I requested service at my home for a leaking water heater.
American Home shield assigned A to Z plumbing to come to my home the next day. They were promp and came first thing in the AM> The young man Edwin stated that my Water heater was not up to code and would have to be brought up to code. That seemed strange to me as i just purchased the home a year before and the home inspector did not make any reference to code deficiency. I asked for a quote from the service representative. he stated he could not give me a quote as that was not his job. He told be someone would call me. The following day. I called the building and zoning department of WESTON FL. They asked for photos of the Wtaer heater. The inspectors stated he could not see any obvious code deficiencies. I there called another plumbing company to get a second opinion. They came to my home right away and stated there was not code violation and that the only thing i needed was a new water heater. ( West Side Plumbing quoted was $850). A to Z gave me a quote on Friday afternoon for $1, 400 plus the cost to bring "it up to code and install a new water heater. Then I received a call from American Home shield stating that because my Water heater was " NOT UP TO CODE" they would not be covering any of my water heater. The issue is as follows if the first young man had been either honest or qualified this would not have happened. I would have had a replacement with A to Z plumbing.
I have repeatedly called to speak to a manager at American Home Shield—-placed on hold or promised that a supervisor would call back...not one has called other than to advise they will not cover my Warranty. At this point i want my money back for the service call $75.00 plus my premium of my Home warranty service contract that has not gone into effect until July28th of which i paid in advance in good faith. $403...

I have been trying to get my refrigerator fixed since 5-23-18. Unfortunately I have gotten NO Help from anyone. Although your reps are kind and nice, etc. that has not gotten my issue resolved. I started this process on 5-23. By June 8th I had called approximately 10 calls to the repair company, Miricle Heating and Air. I have called them, AHS, Whirlpool, etc. to no avail. They told me my "relay" was ordered on June 8th. At that point they could have overnighted it. They gave me every excuse imaginable.

They bottom line is they are not happy that I contacted AHS or whirlpool. I have been paying for my AHS since I purchased my home several months ago, plus the $125.00 fee and still do NOT have my refrigerator fixed.

I chose AHW because my friends and family encouraged me to do so. It has turned out to be the worst decision ever. I finally purchased me another refrigerator ($800.00) tax delivery, etc. for my carport so I can at least have ice and eat.

I heard from Whirlpool because I sent in a negative survey. Of course they called, but didn't help my any...Just listened to me.

What is is going to take to help me? Please, cant someone do something? This is absolutely ridiculous. It is 2018 and doesn't take this long to get anyone a relay for a Whirlpool.

Please, help me! Can you send another company to my home without me paying another $125? This should have taken no more than 10 days.

My next step is an attorney. Hopefully, we will not get to that point. Just HELP me get this resolved!

Regards,

Nancy McRight
[protected]

Good morning,

My name is Derek Barnes and I am submitted a complaint after one of the worst customer service experiences I have had in my life. My contract number is [protected], mailing address 4716 Cadillac Blvd. Arlington, Texas 76016.

I went online this morning to submit a service request but the website is done and will not allow me to submit after several attempts. I decided to call the customer service phone number on my contract with hopes it would be quick and easy. I waited 41 minutes before getting a customer service agent with the name of Ceaser. I asked for an employee ID but he would not provide one. Your calls are recorded so I know the call from today can be located. Ceaser said that he accidentally took my call and had another customer on his line that he needed to help before speaking with me. I waiting another 15 minutes and he came back and throughout the call identified me as a female when I continuously told him I was a male. He submitted the request but during the call his tone was awful and he was extremely condescending to me. I requested a supervisor and waited over 35 minutes to speak to someone who claimed to be one. She identified herself as Meldz and would not provide and further employee information. She was even worse than the first consultant with her tone and attitude towards me, it was unbelievable. She told me all she could do was submit an escalation on the agent but that she would not confirm where I could send a written complaint. I told her that I was online and working on this complaint registration form and she quickly changed her tone and put me back on hold. After another 10 minuets, the call time totaled 2 hours and 7 minutes. The call ended because Meldz disconnected on me, I could not believe it. I will also be sending a hand written complaint to the corporate address and put attention to someone on the board of directors. Also, The same letter will be sent to the parent company Servicemaster. I also will be filing a complaint with the Better Business Bureau, as mentioned this was an awful experience and no other customer should ever have to endure.

AHS sent Express Air & Heating to my house regarding my AC. The service Tech lied about the accessibility of the part that needed replacement. I informed AHS in regards to same and was told by AHS that I could get a 2nd opinion. We submitted the 2nd opinion quote with pics showing that the part was accessible to a gentleman by the name of Will with AHS's auth. dept. Will said he would fwd the quote to his supervisor, who would in turn, contact me with regards to the amount AHS would cover. No one from AHS has not responded. I followed up with AHS and am now being told that we had to use a service tech of their choice and are now they are giving us the runaround and not addressing the 2nd opinion quote with pics that I sent to Will at AHS's authorization dept who told me that if the 2nd opinion quote I submitted was a reasonable one, that AHS would let us know what person they would be covering. AHS is a scam company. I will never use them again. I have been a paying customer for the past 8 years and have a legitimate claim that they have been avoiding. I will be filing another complaint with their corporate office in Memphis Tennessee.

My washer broke yesterday. I called yesterday 6/21/18 opened a claim. I was told someone would contact me to come by within 24hrs & I also got an email saying that as well. I missed work today because this to me is very important. Nobody called me or came by. I called American Home Shield and explained my concern and the lady was very sarcastic with me. I requested a supervisor and it sounded like it was the same lady pretending to be a supervisor laughing and told me I had to wait till Monday. I'm so upset my pymt is taken out every month AND I had to pay the $108.00 service fee when I opened the service call but know I have to not only wait but put up with them being sarcastic. Not putting up with this. Im looking for another company & telling all my family & friends that have this policy. Company is full of [censored].

Hello guys. I've been a customer for a long time.
Fan motor outside unit went out last night 6/21/18 around 9pm. Called in a service request and I contacted the vendor (severe climate control) this morning to let them know I was without a/c completely and needed someone out today to change this fan motor. They said monday was the best they could do, period. Well, that's not going to work in the heat of summer. So I called ahs and they said that due to the contract with the vendor, monday was within the time frame allowed and they couldn't call out another. So I had to take it upon myself to call and get someone out today. Succeeded with village plumbing and cooling. They (certified tech.) showed up in about an hour and a half. Changed the fan motor and I am up and running. Now that is service. Cost me about $800.00 out of pocket.
I am asking two things of ahs.
* when it comes to a/c in the summer especially. Have options as far as making sure a vendor can accommodate at least a 24hr fix when a/c is completely down. All that has to be done is making various calls to find a vendor that can assist in this timely manner. That's what I did. Especially for small repairs such as a fan motor.

* would you be willing to reimburse me for the attached invoice $799.95?
As you will see, I also had them install a surge suppressor which will prevent component failures due to potential electrical surges. Ahs should appreciate that. My cost.. No worries.

Knowing that the a/c vendors are swamped this time of year should encourage my first suggestion. Talk about making customers happy.

Please review and let me know your thoughts.
Jim johnson
[protected]
12942 oakwood manor drive
Cypress tx 77429
[protected]@gmail.com

This is Mrs. Sheree McRae and I am writing you reference my house at 329 Gardenia Drive Evans, GA 30809.
First of all, I'm a disabled vet and have been with your company for over 14 years. I have never encountered as many problems as I have in the past month and a half reference the AC. We even had two major appliances replaced without problems. The upstairs unit was not working properly and apparently every tech sent out was not capable of diagnosing the system correctly. One company states all is fine and after being sent back out several times, stated over $2000 dollars out of our pocket would fix everything. Total Air, a 2d company (by our request because of distrust of the 1st company), was sent to reassess the system. They stated it was only a valve and we had to pay them according to your rep over 450. The system didn't last an hour after they left and NO air again. Total Air was scheduled to go back out to the house on the 15th and NEVER showed up. The tenants took off work to be there and after they didn't show, they contacted the Realty Management Company. So the realty company sent out Mobley Air to diagnose the problem; at this point both units had stopped working since Wednesday the 13th. I spoke to James in the authorization department today around 1118 and he gave me a wrong email to have Mobley send their report from Friday the 15th. It's 104 degrees outside and a small child lives in the house. No one should be forced to live like that; that's a detrimental situation now. I purchased a portable air unit until AHS rectified the problem, now with both units out, the electrical bill is going to be astronomically high. As James stated something has to be done quickly now. James stated he could send a totally new company out and I asked if AHS can just use the report of the company that went out when Total Air didn't show. He stated "YES" and to have Mobley email the report and as soon as received AHS would contact me to let me know the help they can give. I know some parts are covered according to your rep; like the air handler, coil etc.
You have always been professional and expedient when it came to any problems we had encountered in the past but this time you dropped the ball. The system has been patched by your techs and now this.

Please help us get resolution this week.

Also I would recommend that all of your reps are on the same page with the information they provide. We, my husband and I, were told that if the 2d company went out and the report was totally different then AHS would find out why. We were also told we could decide what report we wanted to use, the 1st, 2d or cash out but when we called the rep stated that the 2d report had to be used because a 2d opinion requires the company to do a complete diagnosis. When I stated what the other rep said, he said that was incorrect. When I asked what was checked, he stated he didn't know because the company didn't put it in the report. Now something is not lining up because if AHS want to give the customer the best possible service, a full detailed report should be required of all companies.
Please review the ticket, estimate ad report emailed to you today by Mobley Mechanical Construction Services 6/18/2018 @ 1700.

Thank you in advance and look forward to someone contacting me tomorrow explaining everything and the solution.

Shereè McRae [protected]@gmail.com

Thank you for contacting your home warranty company, we are in receipt of your email. Should we have an questions or concerns regarding your request we will contact you within 7 business days.

***Please do not respond to this email - it is used for distribution purposes only.***

My contract #[protected] has been cancelled since 10/2016 but automatic charges are still being taken out of my Bank of America account. I have talked to 3 Customer Service representatives since May and faxed my bank statement to the number provided. I spoke to Carlos this morning and I feel I am still getting the run around. Payment continues to be taken out, June. 18, 2018 for 52.99 even though they have been made aware of their error. I am due an expedited refund of $1059.80. I would like this matter taken care of immediately as I am being charged for services not rendered.

We live in south Texas near San Antonio where it is hot in the summer. Our home central HVAC system stopped working April 1, 2018. We immediately contacted American Home Shield because we have had a home warranty with that company for several years.

American Home Shield sent a technician to our home during the week of April 2-6. He evaluated the system and said we could use our American Home Shield home warranty to repair the system by replacing only parts that were broken or we could pay ourselves to replace the complete system without help from American Home Shield.

We decided to use our American Home Shield home warranty, being told the system would fine once it was repaired. This would cost us much less than paying to replace the entire system ourselves. However, we had no choice of which HVAC company we could use for the repairs. We were required by American Home Shield to use Quantum Mechanical of San Antonio.

In the 10 weeks that followed, American Home Shield sent technicians to our home more than 20 times. The technicians from Quantum Mechanical did not wear uniforms or name tags. They always came to our home in unmarked vehicles without the company's name or state license number displayed anywhere. The owner of the company seldom answered our calls and came to our home only once during the 10 weeks when his technicians made at least 20 service calls to our home.

Throughout these 10 weeks, we repeatedly called service representative at American Home Shield. Often we would only get a recorded message and leave a voice mail asking for help. The response was slow and often took more calls from us. The results were always the same. After more days of summer heat, the guys from Quantum Mechanical would return.

In those 20+ service calls, technicians from Quantum Mechanical fixed leaking refrigerant lines in several places, replaced the compressor and fan in the outside unit, and replaced the air handler and drain pan in the attic. American Home Shield would not authorize replacement of the entire system, just repair of what was broken.

Numerous times the technicians from Quantum Mechanical would get the unit to cool for a few hours or days and then stop working. Thee technicians would return a few days later to deal with new issues.

On one occasion, the technicians said the problem was in our home breaker box/electrical panel. The 2 50-amp breakers that controlled the current to the AC were ruined, probably from all the strain put on them by the various repairs and modifications done to it. So we paid an electrician to replace those breakers.

Twice during these 10 weeks the system malfunctioned and water poured through the ceiling in the upstairs hall. The damaged sheetrock is quite visible but the technicians said it was not their fault. The service representative at American Home Shield did not seem to care.

Last week, on Monday, June 11, the technicians returned and got the system to cool again. It did for a few days but stopped on Thursday June 14. We called immediately but had to wait 4 days for help to arrive. Call to service representative at American Home Shield just went to voice mail.

After several more phone calls, the technicians returned today, Monday, June 18, and replaced the damper board in the air handler in the attic and replaced the thermostat in the downstairs living area. Yet, the system still would not cool.

They then discovered that the system was empty of refrigerant/freon because of a new broken line in the outside unit. They said the break was one they could not repair. They would need to get approval from American Home Shield if possible, to order a new part to replace what was broken.

After 10 weeks of putting up with the incompetence of Quantum Mechanical and the inability and unwillingness of American Home Shield to help us, I told the technicians to get their tools, leave immediately, and not return.

We still have no AC after 10 weeks thanks to American Home Shield. I want every home owner to know how American Home Shield treats its customers. By the way, my wife and I are both licensed Realtors.

I notified AHS that a/c was not working. They accepted payment of $75 on my credit card. Sun. a rep. of Freedom a/c repair called and set up an appointment for today from 11 until 3. At 2:45 I tried to call Freedom to see if their repairman would be out. No callback. I tried to leave a message but told their machine was full and they could take no more messages! It is now past 4:00 and still no call...
Perhaps your company should employ more than one co. to use/ freedom is not what I pay you for!
Ruth Foster

I paid 2 service fees because the plumber did not know that the issue was all under the sink - in other words - the problem was with the plumbing. The plumber came early, was very polite, but said he had never seen the water back up into the dishwasher as it had done on me.

When the Whirlpool man arrived about 6 hours later, he said that it was not a dishwasher problem, but a low lying hose located under the sink, far away from the dishwasher. He raised the hose - problem solved.

I had paid for 2 services, and AHS seems to think that this is all my problem, because I was not able to fully explain the issue online, and therefore requested 2 services.

I was on the phone for nearly an hour trying to reach a supervisor and was then given the number of a contractors relationship person. She sounded very off handed and like she was too busy to even make the recording so that she could call back at a later time.

I fault AHS execs for all of this - their customer service stinks because they do not care about the customer - and it shows!

at 2:25 pm on 6/15/18 I was talking on the phone with a service member that was rude to me and in no way helpful, so I requested to know her/his name (it is hard to decipher, as this person sounded like an older woman or a man that has a very high pitched voice but she would not give it to me. I talked to someone else in the customer service, but they would not allow me to speak to the supervisor nor they would give me the name of the agent I spoke to. She just said that she would write the complaint in the system and for 30 minutes we would go back and forth with me requesting to speak to the supervisor and her telling me to wait and then again telling me again that she will send a complaint and not giving me the chance to speak to the supervisor. I spoke to the other agent somewhere around 2: 30- 3 pm. The name of the manager that refused to talk to me : Toni A (I don't know if it is true, because she did not give me the last name on top of that she hang up on me when I tried to address the repair issue as well.
The name of the second person that I spoke with that refused to give me the name of the manager and was telling me not to worry about the complaint, that she wrote it down in the system is : Jasmine (she won't give me her last name)
Anyways, the whole customer service division is unprofessional.
Very unpleasant experience. I am considering to end my warranty with your company. I have been waiting for a month to have my dishwasher fixed and on top of that your customer service is covering up for each other. This makes me fee that this company is a scam
The account number is [protected], my address is [removed]

I had AHS for over 5 years. This is the first worst experience I had from them. These contractors they have are not reliable. Sunrise to Sunset been out to my house 3 times and my washer is still not fix it's going on a month. They schedule an appointment with you and don't show up. Every time they come out they have to order another part these is like the fourth part they are ordering. I the warranty so I don't have to go to the laundromat this is not right.

Recently we submitted a service request for a non-working A/C unit and the company servicing the request came out and trouble shot the problem and advised my wife and I that the problem was the entire unit needed to be replaced. He mentioned that the previous company that did repair service on the unit basically was putting a Band-Aid on the system that was worthless because each of the past years we had trouble with the unit. He mentioned that due to working with AHS that he would have to submit the work order, wait for AHS to order the part and then schedule a time to come out to replace the unit. Almost a week goes by and we called the company several times with no response. Finally we get the representative that came out and he said he had a death in the family and wasn't able to come out to fix the problem until he finishes his personal family business. Now this leaves me and my family sweating in a house with no A/C. We tried to call his company to ask where is the backup person to finish the job and it took some time getting ahold of the office management and finally they tell us there is no one other than him. They mentioned they only have 2 people servicing their entire business. To me that is ridiculous and not fair to me and me family. Why not have someone either as a backup or on standby in case of emergency. We have wooden floors in our house that is sweating. Possible mold/mildew starting to buildup, my wife has bronchitis and this is the kind of service we are dealing with.

I do understand my policy and there could be delays but this is entirely unfair to me and my family having to sleep in a house in the summer month in the state of Mississippi with no A/C and dealing with a company who failed to provide adequate service. I am paying entirely too much for my house to have to sit and wait around to get this resolve. I do not have the money to pay someone on my own to fix this problem is the reason I took out this warranty service years ago. I need someone high in the corporate management chain to assist with this problem. We are also scheduled to leave for vacation tomorrow night for 10 days and cannot afford to leave my house closed in for 10 days with no A/C and that would also cause more complications to my property that I would have to deal with. I am urgently asking someone please help with this matter ASAP.

Regards,

Kevin Watson
Property address: 12340 Trish Blvd.
Biloxi, MS. 39532

I am writing you to inform you of the unprofessional experience I am having with American Home Shield. I reported a Request Service on my Central Air Conditioning Unit on May 22, 2018 and it is now June 12, 2018 and my Air Conditioning Unit is still inoperable. AHS assigned Total Air Care as the organization to repair my spoke with a representative from your organization on October 28, 2016, in reference to replacing my Dryer Air Conditioning Unit. Total Air Care determined that the compressor was bad and AHS agreed to replace it. I was informed by AHS on June 04, 2018 that Total Air Care would replace the compressor, they only need me to call to agree to pay for the refrigerant. On June 05, 2018, I called Total Air Care and agreed to pay for the refrigerant. Total Air Care informed me that someone from their organization would call me within 30 minutes to setup an appointment to come complete the work on my Air Conditioning Unit. I called Total Air Care 03 more times on June 05, 2018 and once on June 06, 2018 because no one from their organization called me. I was given the same response, someone from our organization will contact you within 30 minutes. I then called AHS and explained the situation to them. A representative from AHS called Total Air Care and Total Air Care told AHS they were waiting on me to approve the additional cost for the refrigerant. AHS explained to Total Air that I had previously approved the cost. AHS, Total Air Care, and I agreed on an appointment for June 11, 2018 between 2:00pm - 6:00pm EDT. I received a text message from AHS on Wednesday, June 06, 2018 stating, "Hi DWAYNE! Your American Home Shield service appointment with TOTAL AIR CARE INC has been scheduled for June 11th, 2018. Your technician will arrive between 2:00pm - 6:00pm EDT. Reply to this SMS if you have any questions. I replied,"Thank you very much."

On June 11, 2018, I took the afternoon off from work due to the agreement between AHS, Total Air Care, and me. Total Air Care never came to my house. I called AHS on Tuesday morning, June 12, 2018 to express what did not take place. AHS representative called Total Air Care and spoke with a person there. AHS informed me that Total Air Care would contact me to reschedule the appointment because they couldn't believe they forgot to come to my house. I informed the AHS representative that was unacceptable because I have been without air close to 30 days now. The AHS representative asked me have I purchased any cooling accessories such as fans. I informed the AHS representative no, because I didn't expect to be without air this long. The AHS representative then informed me that there is nothing AHS can do since Total Air Care has already been assigned the Service Request and has diagnosed the problem. I informed the AHS representative that that was unacceptable because my family and I pay our AHS bill and we should not have to sit in a house without A/C. The AHS representative informed me that there is nothing else AHS can do about my A/C, I would have to wait on Total Air Care to contact me to reschedule an appointment.

Unfortunately, this is not the first time I have experienced this type of unprofessionalism with Total Air Care. I submitted a letter to AHS on May 04, 2017 in reference to the same procedures. I lost over $240.00 in wages that day and have lost it again this year again.

I called AHS Corporate Office and explained everything that has transpired thus far. The AHS Corporate Office Representative informed me that her supervisor was aware of the situation and would contact. It is now 9:30pm and no one from AHS has contacted me.

As a faithful paying client, I or no other client should be treated in such an unprofessional manner. I pay my account in accordance with the contract agreement and I have already paid the $75.00 Service Request Fee, however AHS is not adhering to the agreement of the contract. I feel like I am getting the run around and my family and I are suffering in a sweltering house and nothing is being done to correct it. I have missed a half day of work and pay and will eventually have to miss more time and pay pending the work being completed on my Air Conditioning Unit.

Thank you very much.

Dwayne M. Brown
US Army (Retired)

I reported that my dishwasher was not working April 25, 2018. Today is June 7, 2018 and after 4 technician visits and multiple parts ordered...my dishwasher still doesn't work! I was assured that a supervisor "Pam N." would call me Tuesday morning, but I'm still waiting.I was just on hold with AHS, for 45. minutes and there is not one supervisor/manager that can take my call. They will get back to me within 24-72 hours. A and E Factory Service is totally inept as is American Home Shield. Non existent customer service! I have missed multiple hours at work to await technician's visits as well as hours on hold.

The absolute worse experience I have ever had. I am now looking into possibly taking on a law suit which I am sure after reading these other comments I would not be the first! I have been dealing with an issue with my heating and cooling for 8 months now. Over 15 visits and 2 contractors later and I am still here with no AC. Every time I call they claim they are helping but they aren't. The contractors they use do not answer the phone and do not show up on time. They are simply making money off of them and us. At this very moment I am waiting for a contractor to show that was supposed to come hours ago. I called AHS and they had the nerve to say I should hear from them in 4 hours but yet I have been waiting over a week just for the appointment. Everyone does not have the funds to hire and outside contractor hence the reason for the warranty. I sent them this link to view not that it would make a difference but they need to see how horrible they are!

I submitted a claim to American Home shield on my toilets. They sent different contractors. On 5/17/18 Best way mechanical came out replace new parts on the toilets due to they would not flush on invoice#38606, during the repair they brought in electric saws and cut bolts and took the tanks from the toilets during that time they must have cracked the toilets. After they finish the toilets were leaking really bad' I ran out to their truck and got the guy before he left my drive way. he came back in and said it would stop but it did not. I call their office the same day after they left my home and american home shield and reported the repair and the problem. I made an appointment for them to come back and fix the problem. However, on 5/21/18 The
contractor came out said the toilets were cracked and needed to be replaced on invoice#38737. American home stated when the contractor sent them their report the said i Cracked the toilets. I explain The toilets were not working due to their repair and the water was turn off waiting for them to come back out to fix the problem. per the supervisor Marcus at american home stated that they admitted to cracking one toilet that, s why it got replace. BUT WOULD NOT REPLACE THE OTHER TWO THAT THEY CRACKED. american home stated this was not covered in my contract. Why send some one to my home with an F score from the BBB. I trust american shield with the contractors they send to my home and is and always will be a valuable customer I really need my toilets replace. I have been through the ringer behind this problem. At the point where I had to raise the tank top to flush bo bo. Not sure how I went from not flushing to cracked toilets I never turned any bolts nor use a saw..

Service company technicians not knowledgeable about Bosch dishwasher. 2 1/2 hours & unable to diagnose problem. Asked for owners manual & admitted did not know how to take apart machine. Co. Advised AHS not qualified to work on machines & another company would need to be called out. Broke door of machine. Drug it across porcelain tile without furniture pad, scratched & chipped tile. Also, marks on front of machine not removable. Why was this company sent in the first place when they clearly don't work on Bosch. And, AHS asks for brand of appliance.