American Home Shield

We have had AHS for years in several homes. Our water heater was leaking. We live on the 3rd floor in a condo an have to be concerned about flooding not only ourselves, but our downstairs neighbors. This happened on a Thursday.

The company they sent out told us they couldn't replace the water heater until Monday and we would have to pay $1060 out of pocket. We had another company replace it on Friday and agreed to a cash out with AHS.

The water heater replacement cost $1800. AHS offered us $350. We checked prices and you can't purchase and replace a water heater for $350. We know we won't get all of our money back, but $350! We pay you all monthly and have for years.

We want to be treated fairly.

Will not honor a recall on Heat Pump work that was finally completed on April 22, 2022, and stopped working the day afterwards with ATR Heating and Cooling. I have asked to speak with a supervisor and no one calls back. Terrible company, not sure why I stayed so long.

today is 5/3/2022 and I have been trying to work with American Home Shield (AHS) since 4/8/2022 as my furnace stopped working. They sent a technician out who diagnosed as a need for a complete replacement. AHS has since gone quiet.

I call and call and the only and same update every time is that they are waiting on THEIR authorization department to authorize the disposal of the replaced unit. That is an internal issue, not mine but obviously it has turned into my problem.

I have been without heat on several nights that the temperature has been at or below freezing. AHS negligence has lead me to believe they are intentionally not honoring their service agreement, breach of contract, with the hopes that I will replace my system on my own and outside of their warranty agreement and therefore…

Put in a service request for my HVAC unit at 4am on a Saturday morning. It was soo called in my home, I called back an hour later to have the request escalated to dispatch due to the temperature drop & health related concerns.

I was told to callback by 10am just to hear that a representative didn't follow through on sending the request to dispatch. I was placed on an extended hold then disconnected. sending request to dispatch,etc. I requested a supervisor and was told I had to wait 24-48 hours to be contacted.

I ended up hiring an outside HVAC company for $225 to complete the repair that American Home Shield gets paid monthly to maintain my contract to complete! I was told I would be reimbursed for any out of pocket expenses- just to have another representation tell me I couldn't be…

Called in my first claim and was denied and based on my contract it should have been repaired. Called several times to speak to a supervisor and was told a supervisor would call me on a certain day and she never did and when I finally spoke to her and

read Homeshields contract and exclusions she stated she could not help me and that she could not overturn the denial. I got NO HELP AT ALL w ANY of the reps nor the supervisor. This has been a waste of money and they are not abiding by there own contract. BUYER BEWARE ...

Not able to resolve the untimely matter of my complaints , Can't understand the poor english.

In return makes it difficult to corespond with agents.

last november, I discovered my freezer leaking and damaging my floors. ahs sent a service person. eventually it turned out the problem involved parts that are no longer made and the entire door would need replacing (which would cost about the same as a new refrigerator).

for four months I've been waiting for a replacement door and ahs told the service contractor that they would not offer a replacement. here are just some of my complaints: while the customer service folks are always lovely, they have no power.

they can't give m e a phone number or email to contact higher ups. four months is too long to wait for resolution. I could "order" a refrigerator and wait for them to contact a supplier, then wait for the appliance to be in stock, or I can request a payout and wait a month to be…

My name is Solomon dean call about a electrical issue and a plumbing issue. I just got off thy phone with one of your representatives and they do nit have any record of a plumber coming out to my house to do service.

I have emails from both companies. They cannot fine any information on me about a plumbing issue. This is a problem. Then I was told that I have to pay for another sve fee for a electrical work because I wasn't denied.

No one called me about scheduling one. When I talk w one of your representatives I was told that I have to pay for thy work to be fixed. I really y need to talk with someone. I am at the end of my rope.

I just had to take Alan for the plumbing work. That doesn't seem fair when I have a warranty company. It seems like someone isn't doing their job. I am…

While your representatives rate a 5 out of 5, I find the company procedures a minus 5. Why is it so difficult to call your customers first and ask them what specifications, ie size that will fit and what ventilating systems are in place, then provide a replacement appliance list that will accommodate those specific specifications in lieu of sending a " one size fits all" list., unless a one size all list is requested. Way to much info for a senior brain.

On February 15, 2022 my steam boiler failed and the technician from the Chesapeake comfort service company concluded that a new steam boiler was needed. American Home Shield authorized the replacement of the steam boiler. I was surprised to learn that American Home Shield felt their responsibility was only the partial payment for the boiler which amounted to $1500 requiring I pay $7600 for the new boiler.

The partial coverage was based on American Home Shield‘s interpretation that I had a silver shield level of coverage which only authorized $1500 towards a steam boiler replacement . 99 which is above the monthly cost for both the silver shield and gold shield plans.

Therefore I believe that I am owed $7600 to cover the rest of the cost of replacing my steam boiler .

The worst customer service. The highest fees. Don’t waste your money there are too many other companies out there that are much better than American Home Shield. They have 1000 reasons why they will not repair something. Save your money and call another company!

The technician miss diagnosed the problem he said it was the motor. The office told me that I had to wait until Monday for a intervention. I couldn't because the house was cold. The outside temp was below freezing.. I could have been arrested for elderly abuse.

I got King heating to come over they accurately diagnosed the problem fixed it by installing a cooling wheel. 00 I would like a refund please or cancel my policy Respectfully yours, Patrick w. com

After approving my request to move forward with a needed repair that they had not been able to fulfil, I submitted the invoice and proof of payment for reimbursement as instructed by their customer service rep. When I called last week to inquire about the issue, I was told there was missing information so I resent all the documents.

Today I am being told that they will not process this as the contractor did not get prior approval for the repair. It's like they are now making up excuses to renege on paying this legitimate claim. The really sad part is I have been a loyal customer since 2007.

So disappointed in this company.

Have been Givin the run around for 6 days and been hung up on and left on hold for hours ,they were quick to take my 100 dollar deductible, but not quick to get my main clogged drain repaired ,and say they have absolutely no companies on the weekends for emergency drain work so stay away

I cannot get a hold of anybody stateside they send out people that don’t finish the work order my work order has been open since December 31 and the guy never shows up the other work order I was told I needed a water heater and that’s not being taken care of there’s much more to this story I need to speak to somebody that understands English

A water heater was purchased through American home shell from my home on November 13, 2021. On January 20, 1920 22 the water heater stopped giving hot water. I contacted American home shield for assistance. I was told that the only thing I could do was to contact the warranty for the water heater which was American standard.

I was unable to get assistance through American Standard. And I was unable to get any assistance with this matter through American home shield.

Willie Barker. I have been waiting over 3 weeks for AHS to resolve my hot water heater issue. Please help now it's going on week 4 why, pleas help.

Contractor came and put in a new faucet in my tub and left and I have no hot water. He won’t call me or ahs back! I have been with our hot water in my only tub for 10 days!

I am told give us 24 hours, 48 hours tomorrow, next week, tomorrow. No one will help! No one is in the United States won’t tell you where they are. Won’t let you talk to escalation, won’t let you talk to a supervisor!

I am told I have to wait by the phone and if I don’t answer it’s tough luck than!

I was charged a service fee for service that was never done. I have been calling for 30 days to get a refund you can not speak to a supervisor because the phone is not answered in the United States. I was told that the refund was done on January 7 2022 I have called back twice and it is still jot on my Credit Card statement.

I have coverage for my built in oven and microwave.. The mircrowave went out. your company won't f it because they won't pull it out. they said I have to. I can't find anyone who will pull it out unless they fix it.

This is horrible customer service . They could at least have people that will pull it out, even if I have to pay them. I never have gotten my $100 fee back for a service never fixed.

On January 6, 2022 - Zia at American Home Shield took our Service Request for a Dishwasher that we had already reported and paid service charges for on numerous occassions. Prior to this call the last service repair person from Sears assigned by American Home Shield told us that they could not find the issue and are unable to do any further repairs we were assured they would report this to American Home Shield.

Zia opened the Jan 6th service order and requested another $75 - my husband objected to yet another fee - Zia placed him on hold returned and informed Gerald that the Service Fee would be Waived because of the past calls. We proceeded with the Sears Service CAll.

Now on Jan 23rd we received a Service Call Fee of $75. We contact AHS on January 24th (spoke with Elli at 11am)-…

I filed a service request 12/31/21 that my dishwasher had a bad timer and needs repair. A contractor was assigned, Attwood Appliance, service order #93191528, and never called me to make an appointment. When I called them on 1/5/22 was told they'd call back. That did not happen.

I called Attwood Appliance Repair again on 1/10/22 only to be told they could not come out to even diagnose problem until2/1. I called AHS service on 1/13, 1/17, and 1/20 requesting they assign a different service company. On 1/20 I was told this had been reassigned to Sears, service order #94815958.

On calling 1/21 to try to schedule a repairman, I was told the service department does not have the request for repair from AHS. THIS IS MY SECOND EXPIERIENCE WITH A CLAIM WITH AHS . The first time it took over 4…

I upgrade my service package I gave the AHS representative my credit card information to charge my credit card and not the Visa card that was on file because there was not enough money in my checking account for your representative use the card on file (255.12) however the representative charge the wrong card causing my checking account to go into a negative balance, I have called AHS for three days now and know one has returned any of my calls I have asked to speak with a supervisor and yet I have not heard anything. 215 605 1967

Hello Happy New Year I’m sending you another email regarding my service with above contract number in 9406 Amherst avenue , margate city NJ I have called In November for my heater system turns up anf I have paid for it . and it took a while for the contractor to come to my house and when he came He said that he can do any work Bc he forgot his ladder and

since then I am trying to set up an appointment and he doesn’t respond I have paid for it and it’s been 3 months and no service has been done , my monthly payment has gone up And I have called so many times and people at ANH keep saying a person from higher level will call me which never has happened yet Please advise

I submitted a work order on the 5th. The tech came out and stated a part needs to be ordered. Days later I had to call AHS for an update in which the thought it was complete. I received a call from the tech which stated they would be out on today between 11-3pm.

No one showed up and I have called AHS 4 times today which they too, have tried to contact the tech with no answer and stated the only way to assist me is by sending an email but until then I wait. This is the 2nd time this has happened due to communication between AHS and the tasked organization.

So again, after paying for service I wait for days! Professionalism?

Hello My name is Mary Anne Gertson address 6913 Fitzpatrick Dr Laurel Md 20707. My phone number is 301-490-9475. I am trying to contact your vic president of customer service. The problem started on May 6 and has been continuing through today. I am told one thing by one of your agents and another thing by another. Each answer is different and I would like to talk to someone who has the authority to really listen, hear why I am upset and tell the the truth and make a proper compensation for the total inconvenience caused by lack of communication. Please be kind enough to return my call and please not a customer service agent but by someone with authority, like your vice president of customer service.

Thank you for your time and I will be waiting to hear from you. Please try my land line…

Received a service contract w purchase of our new home.

First were up sold a washer and driver add on quoted at $17 and billed $75. Then went to use for a washer leak— were told after 2 days they could not find a repair person and if we used our own they may not cover it.

So canceled the work order and found someone to come same day - outside of AHS and were still billed a $106 trip fee. We got it working ourselves so didn’t end uo needing the service call anyway. Still disputing it with them.

They did refund the $75 up charge but still waiting for the $106 Credit they promised. Then they sent a bill again for the $75 they had refunded. Was able to remove my credit card from their system and trying to cancel the whole contract so they can’t keep making erroneous charges to my card.…

Total lack of customer service. Tried for 45 minutes to be transferred to a supervisor. before I can help you”. Ranging from needing all of my personal info to why exactly I needed a supervisor. I was also told there were no supervisors available so she would surely be able to help me instead of escalating.

I was unable to get a corporate number or address. I was in contact with the escalation department, the person was working from home and there were dogs and birds and she would constantly have me on mute to where I thought I had been disconnected.

When I mentioned it, she promptly did disconnect me.

called AHS for an emergency service and THEY were unable to find someone to come to our house that was on their list of providers. The service, or lack there of, was $75. they gave us an approval code to find our own provider and call them with the estimate.

once said provider showed up and got the estimate together, we called AHS and received an automated message stating that no one was available to take our call, if it is a true emergency to proceed with the service call... this is exactly what we did.

we have now paid for a warranty, the service call through them (which was unhelpful) and paid out of pocket for the service... they are now denying our claim. this has been going on since November 2021. at the very least the initial $75 should be refunded since we basically paid them to…

I have tried for 8 months to have a micro wave repaired or replaced. I have made countless phone calls and they give me a run around and nothing gets done.

It appears that this publicly traded company is a scam and that the SEC should investigate them. By not fulfilling their contractual obligations, they are grossly over stating their reported earnings.

For fellow contract holders. I did my dudiligence and verified what was covered before I closed on the house. I had an email from my realtor that showed Amerucan Home Warranty covered code violations. After calling and reporting code violations after we closed I was declined.

I am very disappointed in the customer service aspect of this company. I mean no disrespect to those in other countries. It is however hard to communicate with some of the representatives. I have been hung up on and left on hold for almost an hour before it hung up.

Mind you, I was calling and asking to show them my copy that stated my coverages. I always try to be a respectful person that means business. I will be taking the sellers on my home to court. This "company" needs to close.

Did Not perform according to contract and ignoring request to rectify.

Installed inadequate parts and is not acknowledging failure.

I have been fighting with American Home Shield since 08/26/2021 regarding my air conditioner unit which stopped working on that day. AHS had someone come to my home where it was determined the compressor which went out. After weeks of waiting for the work to be completed, I called the vendor American Home Shield uses.

They informed me the compressor is obsolete and cannot be replaced. An air conditioner cannot work without a compressor. 00 for the replacement cost. Well, anyone would have to be an idiot to accept an offer like that. If the compressor is obsolete, there is no amount of money that can replace it.

In the offer I was given 3 choices. Fix my unit, take the money, or forget it. I took the option to fix it. Well, I was online today, and see the request for service shows…

Dishwasher broke for 6 months and still not fixed. Ridiculous. Called AHS 5 times in 1 day and heard 5 different stories of why my dishwasher is not fixed. Terribly Customer Service. AHS has grown there empire to over 500 million by ripping off hard working Americans.

You should not have the right to use the word American in your company name when majority of your employees are based out of India.

I made an appointment for a service for the heating of my house on the first of December and they never told me or went to the house, the problem was that they charged my account $ 125 dollars without doing anything, and lying I believe this company is always according to the service companies and never listen to the customer thank you

On July 30, 2021 - I contacted AHS by website to fill out a service request because there seemed to be an issue with my water tank. I paid the $125.00 upfront and a servicer was dispatched to my home. RG Plumbing & Rooter Inc. came to my home, completed a diagnostic review and advised of the following:

Water tank needs to be replaced, Valve replaced (that controls the water pressure entering the home) and fixture in the upstairs shower. Upon the completion of the visit the rep from RG Plumbing advised that he would contact AHS and advise of what’s needed to complete the job and that I would be contacted to review what was covered and that I should be prepared to cover any permits associated with the replacement.

To date, I have called in on four separate occasions: 7/30, 8/3, 10/27 and…

I have been waiting since I filed my original request with AHS (August 13, 2021) to have my A/C wall unit repaired. The ticket was assigned to D & K Refrigeration HVAC LLC who came to my home in the last week of August (I don’t remember the day) and determined the issue was the mother board in the unit. I have not seen nor heard from them since.

I did try many times to contact D & K to no avail.

On October 6, 2021, I called AHS and was told the ticket was closed complete. I informed them it was not completed and they re-opened the request.

On October 15, 2021, I called AHS and I was told they were waiting on the diagnostic report.

On November 4, 2021, I called AHS and was told they had the diagnostic report and it would be approved in 24 hours.

On November 12, 2021, I called AHS and…

T Air conditioning in Miami Fl We live in Boynton Beach Fl which is 75 - 100 miles from me AHS in all the years we have been dealing with you never sent us a contractor so far away usually within 25 miles the most The tech came and said there is a fan inside that is dead and he would have to order part He will get back to us ASAP Well it is now 12/1/21 and

we still have no air conditioning Numerous calls to AHS and JET have only gotten lies and promises No one has even tried to get this resolved WE live in Florida my wife and I are both in our eighties with health problems We have no place to go to escape the heat W e have been sleeping in our car to cool off.

This is a horrible situation Please we are desperate Jet lies to us and AHS NEVER returns calls We need help now before one of us…

Had to use the outside contractor option and it's taken over a month for the refund for having to do their job. Only reason I stay with them is they are the only ones I can find that cover septic system. In my opinion over a month for a refund is a unacceptable failure, it makes me wonder if keeping AHS for septic services is actually worth it

They charge you the deductible right away, after that no service is provided.. if you call them the call goes to Phillipine, the customer rep just keep reading from the script and never understand your problem. I can’t understand when I’m paying them in American dollars why do I have to deal with people who don’t understand my language or my problems

Heating service requested got appointment 7 days later...not good for heating urgency

Today is 11/17/2021 and I placed a service request on 9/13/2021 to get my heat pump repaired. It still isn't repaired, and I have gotten every excuse from AHS for it not being repaired yet. AND IT'S A REPAIR COVERED UNDER WARRANTY.

I have called 22 times, been routed to overseas call centers, have been promised numerous times by supervisors for call-backs that never occur, and now am going to have to pay for the repair out of pocket because it's cold and I cannot do without my heat anymore. I have been with AHS since 2017 and have seen an absolute decline in their customer service and after this issue is resolved I'm cancelling my contract with them.

Their rating is down to 6 on the 1-10 business scale, and for good reason. This company is horrible. Stay far away!

Customer service is very disrespectful. Fraud from one of your reps and I want my money put back and charges against the reps you can never talk to a supervisor you would think this company is fraud I need to speak with the owner or someone with power over this company. 708 309-5594

Plan 292566652 We submitted a claim during this contract period for a Sewage Ejector Pump Y’all sent 2 Plumbing Companies out to fix it or replace it. It was not fixed or replaced either tim. The claim was denied so we ended up hiring s Septic Tank Company to come take a look and he ended up replacing it to the tune of $1925.00.

Some of your people we spoke to said it was covevered and should have been covered and some not.

We are sending photos that show during the time this contract was enforce that this pump was covered.

We would appreciate a very quick response to get this issue resolved. We would like to be reimbursed for our out of pocket expense!

Regards,

Jerry Haunschild

If I could give negative stars I would. Customer service is horrible. I have paid over $1200 for the plan, add-ons and service calls only to be told they will contact me within 24-48 hours. No one ever calls so we call back just to be told this over and over again.

They sent non-reputable service contractors who lied about the problems. Now we are left with broken appliances and no recourse. They won't refund us. Horrible, disrespectful customer service. SAVE YOUR MONEY and do not buy one of these warranties. There needs to be a consumer advocacy group to shut this company down!!!!

We have been very happy with the contractors they've used for our repairs. They’ve been responsive and more than competent. However, sometimes they have not been available to come to our home for as much as two weeks. This is unacceptable as we rent that house to vacationers and they cannot be without appliances as guests in our home. I believe they should have more options for repair companies and more local to our area, which is not by any means a small or sparsely populated county.

However I have been quite frustrated with their web site and phone support. More than once we’ve had the need for multiple repairs at the same time which would be a single repair order but there’s no way to indicate that on the web form when requesting service.

Worse, their phone tree is nearly impossible…

I have been with AHS for 16 years. The 1st 10 were so-so. Some contractors were great, others not so much. I don't know when they began outsourcing their customer service to South America, but it's been downhill ever since.

My furnace when out last week. AHS has only ONE, yes, ONE contractor they use within a 100 mile radius, and they couldn't schedule my service for TWO WEEKS. Mind you, it's almost November, and it gets darn cold. So, not knowing they only use ONE contractor, I called AHS, and told me they would need to cancel my appt in order to locate another contractor in my area to come sooner.

I begged them not to cancel my appt UNTIL it was confirmed another could do the job sooner. He told me another contractor would contact me 24-48 hours. Two more nights without heat. Today, I…

In mid August 2021, we noticed that our main bathroom toilet was leaking around its base. We have an American Home Shield contract and scheduled a repair person to come out and fix the problem. He arrived on 8/24/2021, checked the toilet and said the leak was from one of the bolts securing the tank to the main toilet base.

He tightened it and installed a new flush valve (the existing one worked just fine, but he replaced it anyway). Today, just under 60 days later we noted that the floor was, once again, showing signs of water having leaked from under the base of the toilet just as it had been in August. 00. I am furious!

The leak was never fixed in the first place. Had the plumber who came out flushed the toilet a few times would have seen that, plainly, the leak was from under the…

Customer service sucks! Spoke with Au ID#11842475 and requested to cancel our account. She said she couldn't cancel and what she could do was to delete our payment info and guaranteed me that I wouldn't be charged. The next day, which is today we are charged.

I was really expecting that this company can be trusted but this agent I spoke with surely can't be trusted.

My kitchen aid refrigerator has been out since June. I had repair guy come in July then reschedule for beginning august to replace parts. I still don’t have a working fridge. Today finally someone new cane he deemed it unfixable.

Now they said we can keep trying to fix this or you can have $837 dollars toward new. I have been trying to get a supervisor on the phone and they will not get one for me.