American Home Shield [AHS]
Reviews and Complaints

Hello,

I am writing to share the extremely POOR customer service that I have received with your company over the past two weeks. As an HSA member, I requested that my air conditioner be fixed two weeks ago. Nonetheless, it has yet to be fixed. Your company is not responding in a timely manner, and the representatives have been very rude and not getting me what I am asking for, when I asked to speak with someone in a higher position. The last person I just spoke with from the escalation team actually hung up on me! Her name was Hazel and that was about 30 minutes ago. I also spoke with a different hazel earlier, who also refused to assist me. I am extremely dissatisfied

Hello my name Tanika Gabe. I have had a ongoing HVAC problem and AHS will not fix it. They keep getting technician that come into my home and patch my AC and in SC weather the AC keeps going out. I am so frustrated at this point. One technician came in and it took him over a month to get a part. Absolutely ridiculous. I am going to report this to the BBB. My home should not have to be this way and the customer service sucks. I have to keep calling back to they can reach the technician and then let me know the next steps. Really!

I am on my 3 days of waiting for repairs on my AC. They have done nothing. Someone using the alias KEN located in the Philippines told me to call the contractor directly to see if they work in my area. The company is located 4 hours from where I live so NO, they do not work in this area. This company is an insurance scam. They have been NO HELP at all. BEATRICE West Africia cannot do anything to help other than wait a few days to see if they can find someone. Lloyd in the Philippines said they have no contact with Dispatch, so they do not know what is happening and they do not have a phone number for dispatch. All he could tell me is that they have 5 vendors and 4 of them are not even located in my city. Saki located in Trinidad the Carribean stated she could tell me nothing except that my order was in line to be worked on. It could take several days.

This is the 5th repair on the unit in 3 years, usually their only "allowed" (sealant and I have to replace the freon) last for a season, this year it last for 6 weeks and low and behold, 2 weeks beyond the warranty covered return visit without a charge policy. Mind you, this is now the 5th call on this unit. The first contractor that was assigned in May has a 1 rating on reviews and complaints with BBB so beware of who AHS contracts and allows in your home. Obviously, they don't value your home or care who comes into your home. That is scary alone but then they don't stand by the work they contract for. The call center is a whole different story. Sometimes, the call center operator is okay, sometimes the broken English is horrible and 50% of the call is spent asking for repeat or clarification of the sentence they attempted to speak. It's a horrible scam, once we get this issue settled, I am going to cancel the contract. I guess my next step is a TV station and since, I am just polluting the ozone with the leaking freon, I might need to let a local legislator know about it. Be smart, just save any monthly subscription payments in a bank account to cover repairs, you will probably won't be ahead of the game but at least, you won't have shady contractors coming into your house.

My air-conditioning has been broke since May when I called AHS for a service request. They sent out a contractor that wanted to charge me several thousand dollars, I asked for a second opinion, and it was going to be a couple hundred dollars if that. In a chat transcript, it was agreed that the second opinion company would be doing the job, and after several phone calls, the compressor was supposedly ordered, but after checking in several times, I have received a different story each call, and so has the contractor. At this point they are saying that nothing has been ordered after saying that a compressor would arrive on 27 July. Last week I was reimbursed my fee for the trouble, and they said they would expedite the compressor to Air Solutions, the company that was authorized to do the work. Today after calling AHS, and after the contractor calling, they said that nothing is in the works, that nothing has been ordered, that there is no work order, that nothing is happening with the job, and they have no idea who we have been speaking to. I am at a loss on what to do, this has been an absolute nightmare. It took them eight months to fix my dryer, it took them several months to fix my refrigerator, and this company is horrible with customer service. Every single time you call you get a different story and nothing ever gets resolved. Even when I speak with a very kind customer service representatives, and they say that everything will be taken care of, and I will get a call back, nothing ever gets resolved. Please help!

My husband made a call on May 8th as our washer was not finishing any cycle. A tech came out and over the next two months they replaced four or five parts before handing it to another company as they could not fix it. The next company cancelled the appointment twice at the very end of the day after my husband had took time off work. We contacted AHS and asked to speak to a supervisor. We were fed up at that point as going to the laundromat was costing us at least $30 a week. We wanted to just replace the washer. But we were told we had to wait for another company to come out. They did and we were told the machine wasn’t working and one part that had been replaced twice still wasn’t working right. Waited for another call from AHS just to be told more parts are on order. It’s now been three months without a working washer. I’m beyond frustrated and I’m done

We raised two services requests in May 2023 for 2 plumbing leaks and whirpool tub issues (two separate service requests and hence paid two separate service fees). AHS did not resolve the issue in 3 months. They first assigned a vendor who was not even qualified to work on the whirlpool tub issue and for the other leaks issue, the vendor looked for reasons why they cannot fix the leaks rather than trying to fix the leak. We called AHS and after 2-3 calls, they assigned the issues to another plumber. He came in with an incomplete work order (he was given only two items in the workorder instead of three). May end, he submitted a diagnosis to AHS under the wrong heading. Since that day, I have made around 10-12 calls to AHS trying to explain the issue and have these resolved. Their customer service and systems are very poor. Everytime they called the plumber but the plumber refused to answer to their calls or respond to their emails. Plumber didn't respond to our calls either. After 10th call they sent my request to their escalation team. The escalation team member also took the same steps that their regular customer service members were taking with no fruit. The second escalation team member said they will assign it to third vendor since the second vendor had not responded for 2.5 months. But she assigned it to the first vendor who had already said that they cannot solve the issue. On top of that, they charged our credit card again for the issue which had not been resolved and that too without taking our consent. We are very disappointed in AHS customer service, their outdated and rigid systems and processes. I finally asked the customer service to cancel the request. I am considering my initial money paid as a sunk cost as I don't want to be paying multiple times because AHS assigns my request to a vendor who cannot resolve the issue.

I call for service sunday they told me one off are local service company come out b call you monday no one call me I call people she told me we be go look thursday 8 am to 1pm and she call me wednesday evening cant come until next tuesday that mean we are out for air condition for now 10 days what I find out this insurance not good idea batter be done from pocket this is stress no peace off mind americana home shield their contract people don't want fix any thing this copay all b, s I don t recommend

We have had home warranty with American home shield (AHS) for several years and pay them every single month. Our Viking fridge and freezer stopped working so we called them to utilize our warranty on June 7th, 2023. They sent out a man named Paul from All Brands Appliance. Paul showed up unprepared, did not even have a drill and asked to borrow ours. He then did few things and told us he ordered a part for our freezer. Few minutes later we found he had left our drill inside the freezer. Paul returned about a week later, asked for some towels because freezer needed to be defrosted (I had advised him that we can do this but he said he is headed out of town and could take care of this right away) Both my husband and I continued working in our offices while he worked on the fridge. He then called out to us to tell us that everything is fixed now and he was headed out. I noticed several soaking wet towels in front of the fridge and quickly picked them up and moved to the laundry room because we have hardwood floors. I also noticed that fridge was not cooling and panel flashing. I called Paul and he said "I think it just needs to reset itself" Well, it did not reset itself and the next morning we woke up to warped wood floors in front of the freezer. He had gotten so much water on our floors that they lifted and are now bouncy and not flush with the rest of the flooring. He should have had a waterproof mat to lay down when working with water around wood. We have called AHS numerous times to ask for insurance information for All Brands Appliance but they're refusing to provide it to us and keep pointing at All Brands appliance even though AHS is the one that picked him! They have liability here as well, not just All Brands appliance. We have called Paul directly also but he called us "fraudulent" and refused to share insurance information. He has not allowed his insurance company to come out to look at the damage he caused. We're extremely upset with AHS and the contractor they picked for us who knew nothing about this fridge, how to fix it, and was careless with handling so much ice and water on our oak floors. We're tired of AHS passing the buck instead of taking care of the customer that has paid them for years. We also asked for the service fee, $100, back due to poor service by Paul and incomplete work that he did but have yet to see that either. We had to hire actual professionals to finish Paul's mess. They pointed out how he had pulled wires out of the panel, scratched several areas of our freezer and had truly no knowledge about this brand of appliance. I have included some photos of our floors but it's very hard to see moisture on the photo itself, I included the ones where you can see darker spots/lines on the wood. You can 100% feel the difference by walking on them as they're not flush or smooth but warped and bouncy. AHS is welcome to come out to see these floors to understand what we're talking about and why we're upset.

We are requesting All Brand appliances insurance information and AHS's insurance information so we can get damaged floors fixed and move on with this horrible experience we have witnessed. We're also requesting a call back from CEO, Bill Cobb, of AHS. All other representatives have struggled to understand this problem, refuse to transfer us to a manager, and keep calling about unrelated matters or acting like this is totally new information.

The dishwasher wasn't working properly so I filed a claim. Response was good and the "AE Technician" arrived within reasonable timing. He examined the dishwasher and specifically stated "The motor (pump) was no good" and that "There were no replacement parts available", and said I would be contacted within 48 hours. Then the following occurred - (1) I received notice with 2 documents on July 27, 2023 which stated I had signed them - which I had not signed, and (2) The technician stated the parts were no longer available, then (3) I received a notice stating parts were ordered! I contacted AHS on July 27, 2023 to advise them of the forged documents, and was told someone would call me back with 24 hours - no one ever called me back. I did my own checking online looking for the pump and neither Whirpool, nor FIX nor PARTS SELECT nor anyone else had the part - all stating 'no longer available'. I used the phone number given me and the web address as well for AE to follow up on my order and both stated they have no order for me. What is happening?

My Fridge has been broken since Feb 2023. I have paid 2 service fees to get it fixed, have been told multiple times that the contractor would be coming to fix it, when they finally showed up they stated it couldnt be fixed and it would need to be replaced. They never did the required paperwork, AHS wont do anything about it and my policy says that they will pay up to 4k to replace the fridge they have been dodging me for over 3 months now. I keep getting the run around. My dryer was also broken 2 months now, 1st repair place didnt fix it had another one come out but they said it needed parts and never came back. I have been paying over 2k a year for this service and have never gotten any value from it.

I reported that my refrigerator wasn't working properly on 7/23/23. They dispatched Rand Mechanical. Rand Mechanical did not contact me within the first 72 hours nor did they respond to the text that I sent to them. I called AHS and said that I had not been contacted so they dispatched Sears and said they would come on 8/2/23. Although I was unhappy with waiting that long I accepted the change. Sears contacted me to ask questions about what I was experiencing with the refrigerator and then told me that the service was scheduled for 8/22/23. That does not mean it will be repaired that day. So ATLEAST 1 month without a refrigerator is unacceptable. I have paid thousands for the home warranty over the years and expect service in a timely manner. I would NEVER pay for a warranty company for services that they fail to provide. It's fraudulent.

I always paid monthly premiums for this company on time- to this date about 4000$. I file a repair request on 07/04/2023, paid additional $125. After 3 weeks insurance did not provide a contractor for a repair, did not reimburse $125 or previously paid premiums and refused to work with the contractor I found.

I have 2 people with medical conditions in the house for whom working A/C is essential.

My email is [protected]@live.com

If someone from AHS sees this and can actually discuss the situation below that would be ideal.

Towards the end of June 2023 we found out we were having some water leak issues so I called a plumber immediately as water damage can be a serious thing. Once the plumber was here and diagnosed the problems I had him get to work.

I then remembered I needed to renew my AHS contract. While on the phone I let the rep know that I already have a plumber out fixing some issues and asked if it was too late to submit the claim because I have someone out or can I submit it at any time. The rep told me I could submit at any time.

A few hours later I get online and can't find a place to submit the receipt for the work done. So i get on the chat and ask where I can do that at. I am then informed that that is not allowed as I would have to make a claim first and have AHS send out a person of their choice. I inform them that I was told something completely different a few hours earlier. They agree to make a claim for an investigation of the phone call and to note my issue and that I should get an email within a day or two.

two days pass and I call AHS to find that there were no notes about my situation at all. So, they tell me again they will make notes, and someone will follow up. I wait another couple of days and call again. The notes are saved this time, but the investigation hasn't started. The rep on this phone call was very helpful and told me an actual time frame that an investigation usually takes (5 days). So, I waited 5 days and still nothing, so I call again.

I am told again that the investigation as been put in place and to just wait for the results. I wait another few days, again no one from the company has taken initiative and called or emailed me to keep me updated. I have had to call every time. When I call again I am finally updated that I the phone call will be reviewed that day (7/24/2023) and I should be contacted by the next day.

The next day comes and goes and half of today (7/26/2023) then I call them again. I had to tell the rep 3 times on this call that my issue should be noted. She then read the whole thing and informed me that the notes were actually updated with the results. The results being that a reimbursement cannot be made because there was no work order in place.

I became very frustrated at this point (i didn't yell or curse, just frustrated) because that wasn't even the issue that needed to be reviewed. It was as if they didn't even listen to the phone call and compare to what I said was the issue. I asked to be forwarded to a manager or someone. They offered to be forwarded to the escalation team, so I accepted.

Once on the phone with a person from the escalation team I received the same information repeated back and basically told there is nothing to be done as they are going to stand by that decision. Again, I was very frustrated and began to explain the whole situation to this representative. She again gave me the same information.

I asked for a copy of the phone call so I could give it to my legal team and have them review and contact AHS. They said they could not, but I could have my legal team contact their legal department then their legal department would reach out to mine. I asked them how I can be ensured that their legal team will actually contact my team in a timely manner since it took 4 weeks to get this investigation done, and not once did anyone contact me, I had to contact them every time. They didn't have an answer. I also asked for the number to the legal team and manager but was told I could not have that.

As a customer we rely on the customer representatives to be experts in the product, so when we ask a question, we hope to be told accurate answers to make decisions off of.

I live in Miami Gardens and have had a service contract with American Home Shield since 2019. On September 1, 2022 I call American Home Shield to report that my AC unit was not cooling. AHS sent out a vendor named Air Connection Mechanical, LLC. Air Connection Mechanical sent out a tech who spoke no English at all. He looked at the unit and wrote up a report that said the condenser needed replacing. He submitted the report to AHS. Three weeks later in October 2022 he returned and installed the new condenser. It worked and cooled my house for two days and stopped working. I called AHS to report that the new unit was not working. AHS sent Air Connection Mechanical out once again to service the unit. Upon watching the tech, I noticed that he was installing more freon in the unit. I asked him was there a leak and why was he installing more freon in a brand new unit. Since the technician didn't speak English, he put me on the phone with the receptionist at Air Connection Mechanical. She was the rudist most nastiest person that I ever spoke to. She tried to claim that it was my fault that the unit stopped working claiming that I must have done something to it. She then told me to call AHS and make another claim and hung up the phone on me. I called AHS and told them what happened and AHS said they would send out another vendor to look at the unit. On October 14, 2022 AHS sent out a company named J.E.T. Mobile to look at the unit. J.E.T. Mobile wrote up a report that stated that Air Connection Mechanical had installed the WRONG unit and also the wrong freon. That was why the unit keep shutting down. They submitted their report to AHS and also told them that they refused to work on my unit because they didn't want to fix another vendor's screw up. AHS the sent out another vendor on November 23, 2022 named South Air. They came out and looked at the unit and they also refused to correct the problem. I over the next two months I made over 23 calls to AHS inquiring about when someone would be coming by to fix my unit. On February 22, 2023 AHS sent out another company, Southern Air Conditioning and finally fixed the unit. It worked approximately 80 days before it started having problems again. On July 3, 2023 I contacted AHS once again to report the problem. They sent out J.E.T. Mobile again and they wrote up a report that the condenser was not communicating with the air handler. On July 14, 2023 AHS notified me that they would be replacing the condenser and the air handler and they would be ordering the parts. On July 18, 2023 I received a notice from Gia at AHS that they were denying my claim because of the mistake that Air Connection Mechanical made in installing the wrong unit. I then called to speak to a manager to explain to me how could they deny my claim when the only technicians to ever work on my unit were vendors that AHS contracted. They told me that a manager would be giving me a call to find a solution to the problem within 48 hours. To date no one from AHS has called or contacted me. I have called 6 more times and each time they keep promising me that a manager will contact me. At this point I am beyond frustrated and disappointed with AHS and all of their incompetent vendors. I need someone from AHS to contact me ASAP to explain this to me.

Dispatch #[protected]

It's summer in Texas. We're having100 degree weather. My AC went out and I requested service on Friday, 7/14/23. I got a service visit from A US Air Cond. the next day, on Saturday, 7/15/23. Technician tells me its the fan motor and he will have to order the part(s) on Monday. I contacted both A US Air Cond. and the Technician on Monday to remind them the part needed to be ordered. I was told by the technician it would probably be Thurs or Friday before they would have the part. I tried emailing, calling and texting on Friday, 7/21/23 to find out the part had arrived or to try to get an update on when I could expect the repair. No one will respond to you. I've tried the "chat" route and all I get is a run around. I asked repeatedly to talk with a supervior, but the agent would not allow me to talk with one. Finally when I asked if she was refusing to coneectd me with a supervisor, she said she would file some sort of reearch on the service request and a supervisor would contact me in 24-48 hours. I don't undertand why you can never talk with a live person anymore. Turns out I don't think the part was ever ordered. As soon as this is resolved, I'm canceling my service with AHS. I don't see how people sleep at night when they treat hard working people this way. I'm an older lady in 100 degree heat and no one seems to care. If you read this, don't do business with AHS. Its a scam.