Customers report severe frustration with AHS's offshore customer service that provides runarounds, broken promises, and inability to reach supervisors. The most critical issue is extended wait times (weeks to months) for repairs, particularly AC units during hot weather, due to authorization delays and contractor coordination failures. Billing disputes and difficulty obtaining refunds compound the negative experience.
Common Issues
AHS SAYS IF IT CANNOT BE FIXED, THEY WILL REIMBURSE. Plumber could not fix and a replacement faucet was purchased. Have not gotten my reimbursement. Request was mailed on 7/6/20. Have not been able to get thru by phone. Waiting time is almost one hour.
I have asked numerous times to have my email removed from your goddamn service. If I continue to have it I will contact an attorney to have it legally stopped. After speaking with the Michigan Attorney General I was informed that utilizing a persons email to send a text message is the same is calling with a Robo call. Stop now!
Reported a broken oven 07/22/24. A technician from NANA services came 07/24/20 & diagnosed oven to be unsafe, fire hazard. O. # 572451202 was submitted. Every business day I'm averaging being on call hold for hours & no results of getting a replacement oven.
AHS agent Hilda called me 07/30/20 to me to call AHS APPLIANCE DEPT. but waited over 3 hours 07/31/20 with no results. I have contacted the better business bureau & filed case #40181017 for lack of customer support from AHS.
I'm forced to feeding my family which involves children to eating out risking covid-19 exposure & not being able to cook healthy food at home. its been a week without an oven & I plan to file a complaint with my state attorney general because this customer service is intolerable .
I need an oven asap. My contract…
I have been waiting for over a month, almost 2 months, actually, for American Home Shield to complete repairs on my Samsung refrigerator ice maker. As I write this complaint, I have been on hold for 45 minutes waiting for someone at AHS to answer the phone.
On my last call, the rep told me to hold on and never came back to me. If I could rate AHS zero stars, I would. have. Contacted AHS on Facebook and was told that someone would get back to me.
My only option now is to cancel the service and request a refund from AHS. This is not the first time that I have had nefarious dealings with AHS. How on earth does AHS get away with this?
I have been on hold for 4 hours pls for two days now waiting to get a new dryer that I have already been approved for but they will not answer the phone. I called the regular customer service number and after an hour I got them and they tell me there is nothing they can do they just have high call volume. Absolutely horrible service!
I filed a claim 7/16/20 ahs could not find anyone to come so I found one and paid $309.00 after I paid ahs $ 75.00 where do I send the paid invoice so I can be reimbursed ? My claim # 571214232 Thank you Charles Manus 970 963-6417
When I signed up for AHS based on your commercials I thought you were an upstanding company and that you really cared about your customers and would respond in a timely manner.
However, that has not been the case. Mostly everyone I've had the pleasure of speaking with was from another country, hard to understand and did not have complete records or the fact pertaining to my case. I would then be if I could be placed on a brief hold I’d agree that brief hold went from 15 to 30 min and the automatic hang-up.
I've been told that the manager is assisting other callers and would call me right back (never receive the call) I've been trying to get your company to service my air conditioner unit since May 03, 2019 with no resolution to the problem. Not even a call from your office. I have…
When I signed up for AHS based on your commercials I thought you were an upstanding company and that you really cared about your customers and would respond in a timely manner. However, that has not been the case. Mostly everyone I've had the pleasure of speaking with was from another country, hard to understand and did not have complete records or the fact pertaining to my case. I would then be if I could be placed on a brief hold I’d agree that brief hold went from 15 to 30 min and the automatic hang-up. I've been told that the manager is assisting other callers and would call me right back (never receive the call)
I've been trying to get your company to service my air conditioner unit since May 03, 2019 with no resolution to the problem. Not even a call from your office. I have…
, in Smyrna, TN. I am totally frustrated with AHS and the lack of ability to contact anyone. I’ve been transferred, put on hold repeatedly for hours, and still cannot get in touch with the people I need to speak with.
Our washer has been finally authorized to be replaced after over 2 months, and now I cannot reach anyone with the authorization dept. to discuss what machine we want, a possible upgrade, delivery date, etc. I’m totally at my wits end, and need someone in charge to please contact me to discuss our situation as soon as possible. com
did not show up as promised 2 days later they still have not contacted me even though I have already paid them. I would expect immediate service or my money back immediately. taking money from a customer and not performing a service is AGAINST THE LAW. Contact me immediately.
sent company out to fix my dryer on 6/27/2020, still not repaired or replaced and every call takes over an hour on hold to get through to then
I needed service on my freezer with meat spoiling. Started at 1pm and kept trying until 9pm. I had numerous calls and multiple hang ups. One said static on line. There was no static.i did somewhere in this mess get an appointment but not until Monday. With all the food spoiling. I had bought extra due to Corona virus. I had to throw out food. On Sat talked to escalation. Kevin. He also hung up. To save his butt he said he could not hear me. He was fine all the time before. I later foundx out my freezer was never covered but no one stopped to tell me that. It was set up under refrigerator and ice maker.
The whole incidence I has been a nightmare. It was very time consuming and never gave me a resolution. Taking that much time and frustration just to get an appointment and then to be told…
I called american home shield in may for my hot water heater and it still has not been fixed and every time I call know one knows anything
I made a service request. When the tech arrived to look at my dishwasher and microwave he did not remove and disassemble the microwave to replace parts. He also looked at the dishwasher and found that the dishwasher was almost rusted out and their parts that had fallen off.
He left and 3 weeks later, the microwave has not been repaired and I have the same dishwasher that does not run properly. Hold time with AHS is over an hour and I can not speak to any one. They still charge my account.
I want to cancel my product but I can not get ahold of anyone. I'm angry. Terrible service. Zero Stars...
It started this fall when after 18 years, we called on AHS to fix our washer. 5 months, numerous missed days of work, company missed appointments, etc to not get our washer fixed. With two teenage kids, we finally had to just go out any buy a new washer since AHS was not helping resolve our issue.
Now, we had someone come check the AC (which we have them check yearly) and AHS said it will be $1800 out of pocket. I was already so irritated from this fall and the incompetency, now we are dealing with this.
Very disappointed as I feel I’ve been wasting money each money for the past 18 years to not have them come through when needed. I’m shopping around for a different company. AHS is disappointing us after all these years. New owner? New management? What happened?
I have been calling the office since Tuesday to get someone to send out a company to work on my heat pump air conditioning unit. To date no one has returned my call. I been in the phone with extended wait time.
The service company they scheduled did not work on heat pumps. I know now why your rating is poor because of the service you provide.
00 service call, not fixed to date. All emails and texts including communications with AHS and plumbers. Plumber cannot correct problem waiting for AHS approval to replace sump pump. Sloppy unprofessional work ethics against AHS who are forcing me to pay additional money to pay a plumber not connected to their network to do their job.
Since 6/29/20 to date, nothing done to replace my sump pump. 00 extra (my cost) to modify sump pump but failed to disclose modification stating not up to California code. I disagreed and had another licensed plumber and licensed structure engineer verified in compliance before AHS had one of their 2nd plumbers who inspected yesterday on Wed 7/8/20.
The second plumber found sump pump and all plumbing pipes and etc in compliance, and there is no modifications to be done. A new sump pump must be utilized for replacement. Since 11 days have gone by without replacement. Through phone, email, and texts to AHS, I stated this is a very very serious health hazard to my family, neighbors.
pink eye and hep B possible illnesses. Sean from Direct Connection Plumbing (2nd plumber} inspected and took…
i requested for tune- up of my garage door since it is making noice. 99 service fee100.. vendor refused to do it claimed it is not covered because he wanted to make big buck. just do lubrication +greasing. so i called them they wasted my half day.
why the hell i need to pay monthly + service fee when they can not do such a small job. i have disputed and want full refund of this contract since they cheated in their contract. Total lies. never do business with them.
i am attaching a proof of service of other vendor want to replace my garage door panel. rather than greasing nuts and bolts. BAD + BAD + BAD
This used to be an outstanding company for service. Today and yesterday is truly the worst service that I have gotten from them in 17 years! I spent over an hour on hold. I cannot get billing. I called in a service which was charged to my account, I got nothin!
I cannot talk ti anyone been on hold since 10:30 am CST it is now 11:50. The phone 888 682 1043 takes all the information then is cutting off for technical difficulties. 866 765 1691 is just putting one on a long wait!
855 569 9586 is another long wait no response. I talked to an agent yesterday- who was very limited in English comprehension. Really disappointed in their service after 17 years.
American Home shield is not reliable… American Home shield is not reliable company. I called on Friday 07/03/2020 to report Water heater leaking, I waited till Monday no one call, around noon time I contacted American home shield, after waiting a bout 45 minutes agent answered and said she will assign a contractor.
After 24 hours no one contacted me. Next day Tuesday 07/07 2020 I call after about 40 minutes agent answered he did not provide his name after I explained the reason, he put me on hold and said he is going to assign a constructor.
I waited 2 hours 16 minutes he didn’t came back; at the same time, on the background people were talking that wasn’t an English. I call again and after about 45 minutes another agent answered and said he is going to assign a constructor and he will…
Horrible Customer Service.....Extremely long wait times on the telephone. Even got disconnected several times and had to call back and wait, and Wait and WAIT.
I've been a customer for over 10 years. They used to be good, but not anymore. I've paid American Home Shield thousands of dollars over the 10 years I was a customer.
They screw the customer one last time when you cancel the contract. They will charge you.
Well, I've done employee relocations for over 35+ years, but I will NEVER recommend AHS to anyone. Save your money and pay for the repairs yourself. In the long run, it is less costly, less frustrating and you will get to choose who you want to make the repairs.
The experience I have had with AHS is that they send what I consider sub-standard contractors to do the work. The…
An order was placed for a replacement washer & stove. Washer arrived & installed no problem 5/22 still eating for stove. Was brought out but needed electrical work did not accept, had work done then was to be installed 3 weeks later but never came off truck because it had been damaged.
Was told would be reordered, still waiting for email to call for installation date. Have been on the phone today different numbers trying to get help. Useless can’t speak to anyone in USA, can’t speak to A supervisor, can’t get a call back or number to a supervisor.
Can only be transferred or given a number where I’ll need to wait for at least another 2 hours for help & told they understand my frustration & are so sorry for the delay. Today I’ve already spent 3 hours on the phone & I’m still on hold as I…
My account was "autorenewed", which I had no intense of renewing with this company. I have been fighting with them for weeks to get the money that they ILLEGAL took from my hard earned bank account.
I am still experiencing the problem that I first called about on 5/27/2020. Our lights will flicker and then go out, taking half of the house down with it, A vendor named All Fix Service came out that same day, the first time that has ever happened in 15+ years.
Unfortunately they could not work on the problem because we have all aluminum wiring and they were not qualified to work on them. That serviceperson said that he would write up a report and send it in, AHS would send a different vendor out who was qualified and there would not be an additional service call fee.
I waited over a week and had to call for the second time on 6/9/2020. I explained the problem and a woman at AHS found that the first repairman had indeed sent in a request for a new provider but no one had done anything at…
April 15, 2020, I requested a technician come to our home and inspect the broken handle and cracked door on our microwave. A technician was sent from Sears in Tucson, AZ. The technician inspected the microwave and he told me that he had determined that the necessary parts were not available to fix the unit.
(We paid the required $75 service fee for the visit). A contract number of 554074532 was assigned. On about April April 21, 2020 I contacted AHS and was advised that a report from Sears regarding the technician visit was needed and Sears would be contacted.
On May 01, 2020, I contacted AHS and spoke to a representative that said her name was "Joey". She said that she would check on the status of my request and call me back, which she never did. Thinking that AHS was also probably…
Should be a 0/5! Talked to 6 different people over 2 days when AC broke down. Given contractor then found out they couldn’t come for 5 days! Put our request “back in the queue” (whatever that means). Assured someone would be here by Sunday (today).
It’s now almost 7 pm, been on phone over 3 total hours just today to be given runaround. Have a very ill spouse, active cancer patient who can’t stand heat, it’s 89 degrees in house (since unit broke). Was told could use OSA, then turned around and told I couldn’t use OSA (outside authorization) with no explanation.
There is no list of people customer can use if AHS can’t get someone. We pay a lot of money monthly for this ridiculous runaround when we need to use service paid for! I’m ready to take the legal path first thing Monday.
BTW told…
I hope this will make you think twice about using American Home Shield. You just get the same thing They don,t even have an Email address. Now my story. S. Monday the plumber called. (888-379-4321) The first thing he said was I have water damage.
His friend came out 45min. 00 in damage. I told the plumber no on the water damage. 00 for upgrades to the water heater install. 00. 00. Both me and my wife are 75,and disabled,with no water for 8 days Like I said call any phone numbers they list (it will tell the whole story).
My problem with the AHS is that they referred me to the Fast Response Heating and Cooling services, this company is not BBB accredited,has 1 star customer satisfaction ratings and fraud alert on their profile. After dealing with them,I can absolutely understand why.
On the third service call for the same issue,the man tried to sell me new AC unit plus furnace for $$, saying that AHS will not pay for replacement. I don't see why,I am with AHS for 20 years, and who if not them should replace it?
And AHS listening what they report. Filled a complaint with BBB for Fast Response ( twice had to wait for 5 days, third time- 3 days)
I spend 45 minutes on hold today. This wait time is totally inexcusable. Your company lists Covid as a reason for their poor service -- sorry, we all know you can answer a phone remotely. I initially called in a service report. They did NOT give me the name of the provider it was assigned to nor a number to reach them. Only a text message saying it was assigned to May. In looking online, I found May in Philadelphia, etc., and several in Georgia. I live in Georgia. A simple phone number would have been appropriate when taking the call. I sent two text messages requesting the phone number and address. Finally, got a response from one of those.
I then immediately got a phone call back, could they help me? After 45 minutes? No, I had taken care of the problem myself. We pay for this service…
We’ve had American Home Shield warranty for quite a few years.
On May 22, 2020 we requested service on a toilet that was not flushing properly. Three men from contractor Kings Plumbing was sent to our home with none of the contractors wearing face mask coverings. They tried using a tool to make sure the toilet plumbing was not clogged and in the process they scratched the porcelain in the toilet. I called AHS customer service (on hold for almost an hour) and we were told we need to contact the contractor as they were responsible for the damage. We tried for almost a week to get in touch with the contractor and each time there was no answer and their voicemail box was full, so we could not leave any messages. On May 27, 2020, we finally had to call Customer Service again (on hold for an…
This company is unprofessional, unethical. I called to cancel and after waiting on the phone for 50 min, someone answers the call and then hangs up. So I call back again, wait for an associate for another 30-45 min and told them I want to cancel.
They apparently "cannot do it... system issues" so they tell me that someone will call me back in 4 hours to complete the cancellation. They call while I'm not available and leave a message saying that they tried to reach me to complete the cancellation.
I call back and wait again for hours until I just have to hang up. I cannot believe that I have ever contracted AHS services. This is basically theft... they cannot complete my request to cancel. I can't believe companies in the US can operate like this. Unbelievable.
UNABLE TO SPEAK TO ANYONE would like to get reimbursed for the purchase of a new furnace and air conditioner. My furnace was declared unsafe to use had a crack and the cost to replace would have been a better value than to repair--prvious furnace was 15 plus years old!!
and the air conditioner was just wearing out too. When AHS sent a tech out it took 1-2 days for them to come and then it took another 1-2 days to get the part in and then another 1-2 day before they could coome back out and
put the part on--thats an entire week and no air---we are in georgia and it is hot. Senior Citizem Veteran, Health Problems, Covid-19 going on (did not feel comfortable going to stay at local hotel) nor was it offered cause we could not talk to a AHS rep.
SO I AM REQUEST A REIMBURSEMENT UP TO THE…
Had a pump failure in my well. AHS contacted and a contractor was sent to my home. Required 5 days before I had water at my home during covid-19. I paid the 100$ service plus 3500$ to have it replaced.
Been waiting 3 weeks now I be contacted by the claims dept. and a supervisor. Keep getting run arounds. Told to submit the invoice showing paid in full but email addresses they provide are block. If your looking for an honest company look elsewhere.
What sales promised is not what is provided
Compressor out on heat pump and is not being fixed. Should be under warranty but no paperwork provided at the time of installation last year. This was established Monday yet we are going back and forth with prewritten responses from each agent we speak with.
Each call is “remedied” at least 24 hrs after the call only when I personally call again. This is my worst experience with your company during my 12yrs with you!! I have gotten 10 other people to get contracts with you and no telling how many they brought in but I will be telling them about this experience!
I have even had an agent he said was named Juan that hung up on me but when I called back the next agent said it was not even reported in my account notes. Piss poor customer service to this point except for one young lady I spoke…
Refrigerator has not been fixed in over a month. Numerous attempts to call, was placed on a 2 hour hold each time. Multiple companies came to fix but nothing has been done. Still broken fridge in my kitchen. Multiple times tried to contact the supervisor but no one called back.
At one point was offered a dollar value of the cost to fix a 10 year old fridge. I have opted to fix because the dollar value was very little, 2 weeks later part has been ordered by Sears but there is a 2 week delay.
All of this during Summer and Covid 19. Called today spoke to a representative who said he will try to help and put me on hold ( on a 1 hour and 45 min hold) then we got disconnected, no one ever called back.
Will complain to top management and also go above if the issue does not get resolved…
I placed a call for my AC not working on Friday, made sure that I told the person on the phone that the tech needed an extension ladder that the AC was in the roof of a 3 story building. 00 at the same time.
Now here it is Tuesday and 2 companies later that AHS fail to tell them about the AC being on the roof of a 3 story unit. I have spent more time on the phone trying to get to get someone at AHS to help me.
When I called to cancel my contract, I was told that they could not authorize work of that nature that I need for my AC. I was disconnected and could never get anyone back on the phone after holding for 30 minute.
The first company that I called to come out to make repair, said it was no problem about the AC being on the roof of a 3 story building.
My dishwasher broke and AHS sent technician who ordered a new part. He came back a week later to install new drain pump. He yanked on door and said I can't get dishwasher out so I can't fix it and left with dishwasher all cock-eyed.
I call AHS to complain and they couldn't get a hold of company universal plumbing so made a service request. I call universal to make appt. with senior technician and they said AHS did wrong paperwork so they can't. 5 hours only for them to tell me they can't get ahold of technician so they can't do anything.
This is not acceptable as I have paid my deductible and been without a dishwasher because your company is calling short. Your customer service lacks the skills to be of any help. I am very disappointed and hope to hear from you soon about a resolution!…
00 refunded especially since they told me they wouldn't fix it
My monthly payment is processed through a credit card on file with American Home Shield. Today I received notification that my payment was overdue. Which is strange because my credit card is still on file with American Home Shield, and it is the one that was charged on May 3, 2020, April 3, 2020, etc.
So this error is on American Home Shield, waiting to hear what you're planning to do without penalizing me.
Additionally, I have been on hold for over 20 minutes,
Waiting 5 days for AC to be repaired. Want a call back from corporate office
I can not get through to anyone have been on hold for hours. talked to someone who did not take care of my problem. have been without air for 10 days. can not get through to get purchase info to get new unit.
I am going to turn them into the better business burrow! this is beyond rediculous
I submitted a cash out and have not received anything in the mail nor can I get my receipts in with the email provided. I have tried calling numerous times but get put on hold for hours and sometimes it's as if someone is picking up but then they hang up on me after ALL that wait time only to have to repeat it. I sent an email to support@ahs.com as well with all my info. Please let me know as soon as possible how to get this resolved so I can cancel my services.
Thank you
Regarding the company network of services technicians handling repair. With some technicians only to have multiple faulty repairs I have been dealing this problem since with my air conditioner with replacing the cords upgrade and Freon . I have 4 different technician to service my unit.
I also have had the technician said I needed to replace the cord but it never happen and also putting Freon in unit and it last about 3 weeks. 50. I have been a member with you for 10 years.
But as a corporate the company that you have you never get the same technician and a different company. And the technician saying one thing and the customer is going by what they say but report something else. I am going to get some understanding on this.
The only 2 appliance you have work on is my air conditioner…
I'm requesting assistance in getting my refrigerator fixed. I contacted AHS and they sent someone out to fix the issue, but apparently they didn't like the price so they sent someone out for a second opinion. After the second contractor comes, I contact AHS to get status only to learn that now want a THIRD opinion! They technician that was working with me has put me on hold now for 28 mins now while he give me an address. I've lost everything in my refrigerator and still don't know if or when they will complete this work order. Meanwhile, I've lost everything in the refrigerator and cannot continue to throw away food nor going out daily to find household.
Mot to mention my prior service request was incomplete also. I sent an email to try to get reimbursed for getting the work complete,…
My contract number is 271333272, my address is 1048 S Roca St, Gilbert AZ 85296, my mobile is 480 309 5114. I requested service May 4th. Work order number was assigned to Consolidated Mechanical Contractors Inc. The technician stated the compressor is bad.
American Home Shield approved and provided said bad compressors in October of 2019 to replace another "new" bad compressor that was replaced the same month. 00 for two back compressors provided by American Home Shield. 00, This is bad business and unfair to the consumer.
I've called American Home Shield about this situation…
My name is Kevin Millender. My plan # is 264603612. We have had issues with our air conditioning system. We reported that the system was having issues with cooling. On 3/23/20, we made a request # 551753812 for this issue. They sent a tech with Phil’s Good Ac and Heating to our home the next day who stated that everything was “fine”. He didn’t do anything.
The system was not “fine”. This issue was of great importance to us as it is very hot in Texas. We ended up having the same issues and called our previous AC technician who showed that we had Freon leaks and issues with the compressor issues with both units. We replaced both units for around 10,000 dollars. American Home Shield has refused to cover any of the replacement because they said we did not use “their’ technician. However, the…
I initially called to file a claim and requested a plumber for the bathroom in my rental. Within a few days, a plumber came to the house and said the work was beyond their abilities and indicated it would have to be assigned to someone else.
It has now been three weeks, dozens of calls have been made, and American Home Shield will not give me any answers and keep "reassigning" the work to the original plumber. There is no way to "speak" to anyone online and the wait time when calling is so long.
I'm very concerned I will loose my renter because of this. This is beyond frustrating.
I entered a warranty request on 4/8 for my ac after we found water leaking out of the light fixtures on our second floor and a handy man friend of ours noted the ac pan must be leaking from one of the units and the coils needed replacing. Here I sit still with no ac on 4/14 and they would not give me any info as to the tracking number or where the pan is that was supposedly expedited.
This has just been awful and with the heat, my 5 and 7 year old have not been able to sleep well and we are homeschooling due to COVID which makes for very bad days with children with no sleep. AHS sent a tech next day after the warranty request was entered noting the urgency of this situation due to the potential water damage.
The tech who came out was a terrible communicator and unfriendly. Our friend,…
Your Electrician cut corners with my bathroom issues and only fixed partially of this one single unit with three section services as follows: First button is for the Lights, Second button for the Fan and the third button is for the heat while taking a shower! The LAFD has record of this unit being a one device unit because they are the ones which brought it to my attention at time of my home inspection for safety inspections due to a special program for Senior Citizens and
handicap persons like myself as they discovered that the loud noise by pushing the second button was making a unknown loud noise and then the third button was pushed and sparks started coming out then smoke! They asked when this started?
I replied it never done these two unusual things! I told them I will immediately…