American Home Shield
6.8
Overall Score
Rhonda Casey Glenview, IL
Horrible. The service providers they send out seem trained to con you. Here is my story September 2019 in detail for which AHS has told me they will not reimburse me for the $75 charge.
Original problem: Both outside AC units AND inside fan are running BUT there is no air coming through the air vents in the house.
We were given instructions to turn off the AC unit 24 hours prior to a visit from Rush Heating and Cooling and was given a window of service between 2 - 4 on Tuesday September 10th.
There was a problem with this service call from the beginning. Here is a summary of the issues that we faced on September 10th.
1. Rush Heating and Air did not show at the appointed window of service nor did they communicate with me any issues concerning their tardiness.
2. Therefore, I called Rush at 3:53 to ask when service would be provided. I got an answering machine so left a message for them to call me as soon as possible. I followed up with a call to AHS too, but was told that the computers were down.
3. I called Rush again at 4:41 and did get someone on the line who told me that there was a lot of traffic and that is why they were late.
4. They finally arrived around 6, two hours after my window.
5. They said the freon levels were at about 50% and needed approximately 2 pounds of freon gas which would cost $180
8. They said that the unit was too small for the place and that was why the air was not circulating properly and a new unit was needed that could support the square footage of the building, yet the other 100+ townhomes in the community have the same unit.
8. I was billed $75 for a service call which did not fix the problem.
The AC unit was turned back on after the workers left. It did in fact cool the house and the air flow returned only to stop working again on Thursday September 12th.
As a result, I called in Azzo to assess the AC unit and here is what they found:
1. There was ice built up around the pipes outside and that prevented the proper airflow through the house. This was due to a freon leak in the system.
2. This would have been detected had Rush Heating and Air instructed me to turn on the AC unit one hour prior to their arrival.
3. Freon was down by one pound not two. Rush bold faced lied.
4. I was billed $100 by Azzo Air for the service call and freon,see attached.
Thankfully, the unit is now working.
It is my contention that due to the poor, dishonest and non-existent service offered by Rush Heating and Air, that I should not have been billed the $75 fee. Furthermore, That AHS should cover the costs of Azzo Air to fix the problem as part of the Warranty that is offered to new home buyers. Afterall, this is what the warranty and insurance is supposed to provide.
I should be at a minimum refunded the $75 service charge and a check to cover my out of pocket expenses for Azzo Air for $100, which totals $175.
Sincerely,
Rhonda Casey
7 years ago
Reply from American Home Shield
Hi Rhonda,
Your concerns and frustration are understood regarding your AHS experience and the delay to have the air conditioner repaired. I would be glad to speak with you and get the issues resolved.
Your concerns and frustration are understood regarding your AHS experience and the delay to have the air conditioner repaired. I would be glad to speak with you and get the issues resolved.
Sep. 16th, 2019
K.W. Wagner Montgomery, TX
I had a warranty with American Home Shield for 4.5 yrs. During that time I had a couple of times that I needed to use the warranty for small items like replacement of a garbage disposal or a leaking toilet. They covered these small items but, when my AC went out and had to be replaced, NO COVERAGE! When I had sewage backing up in my home due to my septic system being blocked, NO COVERAGE even though when I initially signed up with them they said that I was covered but since I did not contact them when the contract was renewed automatically each year; they did not continue my septic coverage so NO COVERAGE! I cancelled my contract with them and they charged me an "administrative fee" to cancel the contract! I called to dispute this and was advised to pay the fee or it would go against my credit! I've paid American Home Shield for the last time! I would not recommend them to even my worst enemy! Good riddance American Home Shield! I hope you got all the money from me that you wanted. Never Again!
7 years ago
Reply from American Home Shield
Hi K.W. Wagner,
Your patronage for the past four years is more than appreciated. I understand the concerns regarding your most recent American Home Shield experience and the issues that have been experienced to repair your air conditioning system. I would be glad to speak with you and get the issue resolved.
Your patronage for the past four years is more than appreciated. I understand the concerns regarding your most recent American Home Shield experience and the issues that have been experienced to repair your air conditioning system. I would be glad to speak with you and get the issue resolved.
Sep. 12th, 2019
Novosel Downers Grove, IL
We are new to American Home Shield and will not be purchasing another year. We requested our air conditioner to be serviced because it was slow to cool. It took three weeks for a technician to come out, parts to be ordered and them to return. Upon return, the air was completely broken and cannot be turned on (after paying 1600 dollars out of pocket for necessary “modifications “). It has now been 85 degrees in our home with small children for two weeks and we are still getting a run around from American Home Shield. They have been sitting on an authorization for 6 days and we are still waiting. We are still waiting. Save your money! At this point, the warranty is more trouble than it is worth.
7 years ago
Reply from American Home Shield
Hi Novosel,
I understand the concerns regarding your most recent American Home Shield experience and the modification cost that was paid. I would be glad to speak with you and get the issue resolved.
I understand the concerns regarding your most recent American Home Shield experience and the modification cost that was paid. I would be glad to speak with you and get the issue resolved.
Sep. 11th, 2019
Angie Medina Aurora, CO
My AC broke down and it took a week to get a service visit, then it took another week for them to get the part because American Home Shield apparently has to be the one to order the part and then mail it to the service provider. This is ridiculous! I can’t imagine having a baby in the house, my bulldog can barely take it and stays in the basement fresh. I can’t imagine this happening in the winter with my heater. Which actually, it did sort of happen. They said they couldn’t come out until the following week and I told them my house was 44 degrees. They said unless it was 40 degrees it was not considered an emergency. I had to argue on the phone for an hour to get them to make this an urgent service.
7 years ago
Reply from American Home Shield
Hi Angie,
I understand the concerns regarding your most recent American Home Shield experience and the delay in service to repair your air and heat system. I would be glad to speak with you and get the issues resolved.
I understand the concerns regarding your most recent American Home Shield experience and the delay in service to repair your air and heat system. I would be glad to speak with you and get the issues resolved.
Sep. 11th, 2019
Karen Walker Colorado Springs, CO
Since purchasing this warranty I have filed only two repairs but on the same service call. The contracted company came out and repaired one of the appliances but said they didn’t have a work order for the second appliance. I called AHS while the technician was still at the house only to he told yes it should have been for both but only one of the work orders was received by the assigned contractor. They assured me it would be remedy very quickly and a service call would be scheduled for the second appliance. After six weeks of calling and being told they’d call me back after they reached the provider I cancelled my contract. The excuses they gave were ridiculous “the contractor is closed for the day at 1PM in the afternoon or the contractors email is down, etc.” My experience with this company was worth negative 5 stars but unfortunately that wasn’t an option. I was lied to, promised call backs, disconnected so many times I lost count and canceling my contract was even made difficult by employees who suddenly lost the ability to understand English. My advice to anyone looking for a home owners warranty - look elsewhere as this company will happily debit your account monthly without fulfilling their end of the contract.
7 years ago
Reply from American Home Shield
Hi Karen,
I understand the concerns regarding your most recent American Home Shield experience and the delay in service to have the refrigerator and dishwasher repaired. I would be glad to speak with you and get the issues resolved.
I understand the concerns regarding your most recent American Home Shield experience and the delay in service to have the refrigerator and dishwasher repaired. I would be glad to speak with you and get the issues resolved.
Sep. 9th, 2019
Jon K New Albany, OH
I signed up for AHS earlier this year and finally cancelled my subscription to them today, after a very frustrating experience. My issues with my air conditioner service request are as follows:
1) They took longer than promised to schedule the service call. Not a huge deal, but not a good start for my first service request.
2) We knew in advance that Freon isn't covered. Our system needed $300 worth of Freon in addition to the $100 deductible for the call. We decided to put sealant in with the Freon to reduce the chances of it leaking again. The technician charged me $500 for 2 packs of the sealant. This is where the real issues started.
3) After the tech left, I checked internet pricing for the sealant (he had left the package, so I knew what I was looking for). Going rate per pack is $50 to $60. I understand companies need to make a profit, but marking up your cost 5 times is ridiculous. This is really a side issue, but important.
4) I submitted my invoice to AHS for claim reimbursement for the $500 sealant charge. I knew I wasn't going to be reimbursed for the Freon - no problem there. But the sealant - even at the exhorbitant markup - was still cheaper than replacing the guts of the A/C unit, so I felt like AHS would gladly pay for a lower cost repair.
5) I contacted AHS 4 times for status of my claim reimbursement. Every time, it was 15 to 20 minutes on the phone, and every time they promised to check on it and get back to me in one business day. Not once did they call me.
There are a few points to think about: Economically, it's questionable if paying $58 per month, and then the $100 deductible per tech visit and who knows how much for uncovered items is actually cheaper than paying as you go. But in the end, it was the broken promises from AHS that finished them for me. I can put up with a certain amount of bad news. But when someone doesn't do what they say they will do - 4 times, with at least 3 different people - I decided this isn't a company I want to do business with.
7 years ago
Reply from American Home Shield
Hi Jon,
I understand your concerns and frustration regarding the noncovered cost to repair the air conditioning system. I would be glad to speak with you and address the noncovered cost.
I understand your concerns and frustration regarding the noncovered cost to repair the air conditioning system. I would be glad to speak with you and address the noncovered cost.
Sep. 9th, 2019
Brandy
This is a scam! The first technician they sent told me my refrigerant was low and I would need to fill it, for am out of pocket cost of $300.00. I told the guy I had to have a refrigerant leak, because I have put more refrigerant end at the end of last summer. He said that my home warranty company doesn’t want them to look for leaks, he is just supposed to add refrigerant to get the ac cooling again. I refused to add coolant. I paid for another company to diagnose the problem and it took the guy 5 minutes to tell me I had a leak in the evaporator coil that would need replaced. It took my 6 weeks and many calls to finally get the home warranty company to send another technician who said that, sure enough, I have a leak in the evaporator coil and it would need to be replaced. I requested the cash in lieu of repair option because I planned to replace the whole HVAC which is 23 years old and I won’t be able to get freon for it next year anyway. The home warranty offered me $215.00. That is less than ten percent of another quote that I got to replace the evaporator coil. I called five times and emailed twice to get more information about why there was such a large discrepancy in what was offered and what I was quoted from another provider and all they told me was the service contracted to supply the coil put the cost of a replacement evaporator coil at $100.00 and they couldn’t do anything about it. If you research wholesale evaporator costs, you will never find one for $100.00. I would have had to pay $495.00, for coolant and replacement tubing not covered by the warranty to replace an evaporator coil that would cost them $215.00. Does that make sense? Don’t do it!
7 years ago
Reply from American Home Shield
Hi Brandy,
I understand your concerns and frustration regarding the noncovered cost to repair the air conditioning system. I would be glad to speak with you and address the noncovered cost.
I understand your concerns and frustration regarding the noncovered cost to repair the air conditioning system. I would be glad to speak with you and address the noncovered cost.
Sep. 9th, 2019
Mary Anne Ferrell Winter Garden, FL
I have had AHS for almost 30 years on multiple houses. I currently have 5 home warranties with them. This past year the responses and resolutions of matters have become horrible. I am trying to resolve two items one which has been ongoing since March and another in June. I get the same info. each time, it's being escalated, the service provider will be contacted and I will hear back from AHS within 48 hours. That doesn't happen and then I spend 45 minutes + every two weeks calling. I'm on hold right now and 39 minutes into a call with AHS. it's a shame this company has gone down so much as there was a time where I wouldn't go without a warranty with AHS and have referred dozens of friends and family which I will NEVER do again and work on finding a warranty company that you can actually count on.
7 years ago
Reply from American Home Shield
Hi Mary Anne,
Your patronage over the past 30 years is more than appreciated. I understand the concerns regarding your most recent American Home Shield experience and the delay in service to have the issues repaired. I would be glad to speak with you and get the issue resolved.
Your patronage over the past 30 years is more than appreciated. I understand the concerns regarding your most recent American Home Shield experience and the delay in service to have the issues repaired. I would be glad to speak with you and get the issue resolved.
Sep. 6th, 2019
Brandie Evans City, PA
I have been with American home shield for over 10 years. I called to have my faucet repaired payed the hundred dollar service fee company comes out and says it can’t be repaired I asked him to look at my other faucet they say they don’t have a tool. So needless to say some other shady stuff comes out with a plumbing company they turn my paperwork in someone else’s after I bring things to their attention the whole thing is very strange call American home shield they call them needless to say I’ve called the plumbing company twice no response. So now I’m told I could take a pay out needless to say all they’re going to give me is $155 towards my $400 Fossett yes I have an expensive Fossett I get it so I called the company back American home shield and ask them what did I pay you the hundred dollars for I had a company come out for two different facets and because they didn’t have a toolthey don’t fix it so I threw away $100 that I could have spent to have a faucet installed this seems very shady. Warning to people if you’re going to have a faucet repaired and it cannot be you’re better off not using American home shield you might as will just go pay for your Fossett out of your own pocket and have it installed because all they will do is a contractor grade replacement so needless to say I do not have a fixed master bedroom faucet for kitchen faucet.
7 years ago
Reply from American Home Shield
Hi Brandie,
Your patronage to American Home Shield is more than appreciated. for the past 10 years. Your concerns are understood regarding your most recent service request to have the faucet repaired. I would be glad to speak with you and get the issues resolved.
Your patronage to American Home Shield is more than appreciated. for the past 10 years. Your concerns are understood regarding your most recent service request to have the faucet repaired. I would be glad to speak with you and get the issues resolved.
Sep. 10th, 2019
Tommy H Elko, NV
My refrigerator compressor went bad called AHS they sent technician next day technician could not repair or replace compressor I paid 100 for that diagnosis, I called ahs again for the next 5 days they kept telling me to give them 24 hours to find technician I told them there is no other technician here cause it’s a small town, I called Sears technician and paid 109 bucks for another diagnosis and they said it will take 3 weeks to fix due to scheduling and 4 hours away I called ahs again they kept telling me it’s in que give them 24 hours we’ll it been a week so I bought another refrigerator 2000 bucks and 3 weeks later Sears came and repaired my refrigerator that went bad now I have 2 I paid 426.00 bucks to repair the refrigerator and 100 bucks for the diagnostic plus 2000 bucks for a new refrigerator a total of 2526.00 bucks and AHS would not reimburse me one red cent I thought they would replace item if they couldn’t repair it, they ripped me off and they will rip you off too I canceled my service with them quick I won’t pay them another dollar and I’m telling everyone I talk to including my realtor friends don’t go with ahs I’ll fix it my self
7 years ago
Reply from American Home Shield
Hi Tommy,
Your frustration is understood regarding the refrigerator cost for repairs and replacement. I would be glad to speak with you and get the issues resolved.
Your frustration is understood regarding the refrigerator cost for repairs and replacement. I would be glad to speak with you and get the issues resolved.
Sep. 6th, 2019
Branden Van Nuys, CA
OMG...I need about 6 martinis to tell this story, but have to say without a doubt, that AHS is THE WORST warranty company that I have EVER engaged! 3 different issues...MONTHS in duration and countless dozens of hours and contacts to try and sort things out that are seemingly NEVER "covered items" even after 3 technician visits (who all have a different diagnosis). ...the failures included: dishwasher, shower handles & dryer...their conclusion, "failed due to improper use." Seriously, how do you "improperly use" a shower handle? I say these people are a SCAM as pointed out by other reviews. I'm calling a lawyer after they've REFUSED to terminate my contract and give me my money back. Save your money and just pay for the repairs out of your pocket. They'll make up reasons for (whatever) not to be covered after wasting weeks to get a technician (or several in my case) there anyway. They are a waste of money, effort and time. ...and good luck in getting a "North American" representative!
7 years ago
Reply from American Home Shield
Hi Branden,
I understand the concerns regarding your most recent American Home Shield experience and the issues that have been experienced to repair your claims. I would be glad to speak with you and get the issues resolved.
I understand the concerns regarding your most recent American Home Shield experience and the issues that have been experienced to repair your claims. I would be glad to speak with you and get the issues resolved.
Sep. 16th, 2019
Christine Orange, CA
I have had the home warranty with AMS for several years. I have been happy with the plan and the technicians that have come out have been very nice, able to fix the problem and reliable until my recent service request. I submitted a request to have my washer fixed, the contractor called me, set an appointment and never showed up. I took an entire day off work to sit and wait. No calls from the contractor. I called left messages. Nothing. I spoke with customer service twice. The first time, the person was so difficult to understand I had to hang up and call back. The second person called the contractor who said "oh I had car trouble". My response was he doesn't have a cell phone. I told them I want a refund and I don't expect a charge for this service call to be rescheduled with a reliable company. According to the person I spoke with, none of their other contractors have Saturday appointments. I don't believe that. I have never had an issue with making a Saturday appt with their other contractors. I am highly disappointed with AMS. I am going to try and write a letter to the corporate office but they don't provide any contact information for complaints.
7 years ago
Reply from American Home Shield
Hi Christine,
I understand the concerns regarding your most recent American Home Shield experience and the delay to repair the washer. I would be glad to speak with you and get the issue resolved.
I understand the concerns regarding your most recent American Home Shield experience and the delay to repair the washer. I would be glad to speak with you and get the issue resolved.
Sep. 6th, 2019
ARG Groton, MA
was a member for 5 years as the company got bigger I had noticed they start providing bad services when you call for repair need to stay on the phone at least an 1/2 Hr or more most of the Tch guys they send are not fully trained or at all and either they rep you off or they do more damage to your existing problems especially heating issue (use local outsource Tec ) they only good for small problems
I had a issue with my hood that they could not fix and told me to replace it and they will reimburse me and they took them 2 years to pay me and they still short me of $289.00
All of these companies each have a way to scam their customers just be ready
7 years ago
Reply from American Home Shield
Hi ARG,
Your patronage over the past five years is more than appreciated. I understand the concerns regarding your most recent American Home Shield experience and the delay in service to have the issues repaired. I would be glad to speak with you and get the issue resolved.
Your patronage over the past five years is more than appreciated. I understand the concerns regarding your most recent American Home Shield experience and the delay in service to have the issues repaired. I would be glad to speak with you and get the issue resolved.
Sep. 6th, 2019
Derrick Brown Pleasant Grove, AL
I have been without air for almost 2 days now..... it’s a big deal because i have a new born she almost Month old and a 2 year old son. I have called y’all numerous of times been giving the run around about somebody coming to fix my air. I understand it’s a weekend but this is a emergency my one month year old is running a fever and it’s extremely hot in my house. I was offered a hotel stay for one night and $60 on a fan, but i was told i will have to pay for it and get reimbursement for it. The thing is I don’t have the money for that my wife don’t work she just had a baby plus i gave y’all my last $75 to come out and fix my air. I was told somebody was coming out today waited 4 hours now they telling me they not coming. This so ridiculous sitting in a hot house with a new born. Y’all taking out my account every month for my insurance, but you can get nobody out to fix my air in the time of need. You will be hearing from my lawyer asap
7 years ago
Reply from American Home Shield
Hi Derrick,
I understand your concerns regarding the delay in service that you have experienced to have your air conditioner repaired. I would be glad to speak with you and get the issue resolved.
I understand your concerns regarding the delay in service that you have experienced to have your air conditioner repaired. I would be glad to speak with you and get the issue resolved.
Sep. 9th, 2019
Libby Hancock Newburgh, IN
American Home Shield
If I could give them less than one Star I would do that! Absolute worst customer service I have had to deal with. Yet they are quick to take your deductible money out of your account! Only thing this company is good for is a Re-Key the person who showed up for that was on time and personal. So the dishwasher goes out, they send a service person out from SEARS IN EVANSVILLE, INDIANA! Service person says the mother board is gone out on the dishwasher. He orders one, it comes in within two days. Now two weeks later I am still waiting on the Sears Repairman to come put this part on!! Did he die? Did he get lost? Made numerous calls to Sears, hung up on three times. And then they say it will be another week for repairman to come put part on so that is three weeks without dishwasher! American Home Shield has to be the worst company going yet every Big Realty Company in town recommends them for a Home Warranty? Is it a racket? Do they get kick backs for the fees they charge? Someone please tell me why this is the worst Home Warranty Company available yet Realty Companies recommend you taking one out?
7 years ago
Reply from American Home Shield
Hi Libby,
I understand the concerns regarding your most recent American Home Shield experience and the delay in service to have the dishwasher repaired. I would be glad to speak with you and get the issue resolved.
I understand the concerns regarding your most recent American Home Shield experience and the delay in service to have the dishwasher repaired. I would be glad to speak with you and get the issue resolved.
Sep. 9th, 2019
Charleton Grant Charlotte, NC
The Customer Service Center is horrible. Like many others in the reviews of AHS customer service center are complaining of bad customer interaction. My HVAC unit is leaking water from a condenser line. The HVAC company that was sent on Aug. 8th could not find the leak and said it was possibly a leak from the roof or plumbing line (no plumbing are located in the attic). I pay for a roofer to check the roof, says it clearly not a roofing leak as no damage it to the attic floor only the sub floor directly where the condenser line is located (common sense). After speaking with several AHS customer service representatives about giving the authorization to getting the service line replaced, no HVAC has been re sent because the Plumber that was sent out cannot replace the condenser line (dough because it's an HVAC problem). It is now Sept. 3rd and still no work has been done. For a leak that is causing ceiling damage that is only getting worse by the day.
The customer service is the WORSE I have ever had to deal with. Why Does everyone have the same experience with the customer service center because it has NO managers working onsite. The customer service reps never transfer you to anyone with any authority (ask to speak to a manager immediately and see their response). The customer service is managed by a 3rd party with most calls directed over seas (which would not matter if this people could/had problem solving capabilities). They all read from a call script and can only solve simple problems like missed appointments. I have seen from the numerous negative reviews on this site that AHS cares so I will follow up once this review my job is completed. But right now I am doubtful! Glad Amazon has entered this market offering Home Warranties, I think I will take my business elsewhere.
7 years ago
Reply from American Home Shield
Hi Charleton,
I understand the concerns regarding your most recent American Home Shield experience and the delay in service to have the leak repaired. I would be glad to speak with you and get the issue resolved.
I understand the concerns regarding your most recent American Home Shield experience and the delay in service to have the leak repaired. I would be glad to speak with you and get the issue resolved.
Sep. 9th, 2019
JGD Fort Worth, TX
I been calling American home shield about my one ceiling fan My issues is for one of my ceiling fan that the technician repaired, the technician repair and replace the capacitor but one of my ceiling fan is not spinning as the other one so I ask the technician and said to me he don’t know what’s wrong with it and he say he will let American home shield know that my ceiling fan is not spinning as supposed to be and I call AHS again to confirm and AHS tell me that the Technician repot it that is ceiling fan is not spinning as fast no mechanical issue or failure and I ask Customer Service how come my ceiling fan is not spinning it supposed to be if no mechanical issues or failure, and AHS tell me to and that as long as the ceiling fan is working and it’s changed to Hi Medium and Low AHS will not replace my ceiling fan, My question is so simple how come my ceiling fan is not spinning as supposed to . So He send me another technician for 2nd opinion and the technician that came to my house when I say that the capacitor has been replaced he just look at it and ask me if the ceiling fan change to hi medium and law and I said yes but it’s to slow and he look on my other ceiling on my other bedroom to compare the spin and said okay if the capacitor has been replaced all I can do is report it to AHS the capacitor has been replaced and still not spinning at supposed to be and fan need to be replaced so I said okay , then I call AHS again and to get updates and AHS tell me that technician report it that ceiling fans working and there’s no mechanical issues so AHS will not replaced, how in the world you will diagnose and said no mechanical failure with out checking the ceiling fan , Like I said My question is easy how come my ceiling fan is not spinning as supposed to . And I call the escalation team to see if they can help but it’s much worst because, all she keep saying is we just go what the technician said
And if there’s no mechanical issues the AHS will not replace and she keep saying to that if the ceiling fan spin with hi medium and low , there will be nothing wrong with it because the ceiling fan is functioning as supposed to , and I said supposed to okay why my ceiling fan is not spinning as supposed to . So it’s something wrong with it and get back to me that the technician reported that no mechanical problem or issues . So I ask her fan not spinning well has no problem and she said yes because it’s spin and turn
On and off but I ask her again why my ceiling fan is no spinning as supposed to and answer me that the ceiling fan is working because it’s spin and tell me she have nothing that I can do and I don’t know what you want me to do, and I said okay let me ask you are you gonna be Happy if you call technicians to work on your ceiling fan and they did the work but your ceilings fan is not spinning as supposed to be and she answered a big yes , and I said wow really. I did not say this to her but I don’t know any people that when they call someone to fix something and then they did not fix that supposed to be and will be happy I think only on AHS you can find . My point is when your ceiling fan is not spinning as supposed to there’s something wrong with it if any one disagree with me I really don’t know what to say ,Hope this one gave a lesson to everyone .
7 years ago
Reply from American Home Shield
Hi JGD,
Your concerns and frustration are understood regarding your service request to have the ceiling fan repaired and both diagnosis. I would be glad to speak with you and get the issue resolved.
Your concerns and frustration are understood regarding your service request to have the ceiling fan repaired and both diagnosis. I would be glad to speak with you and get the issue resolved.
Sep. 4th, 2019
Herb San Diego, CA
My combo bathroom fan/light with timer & humidistat went out 3 months after I purchased my new condo. Called American Home Shield & they said no problem, took my $75 and 3 different repair companies later & 33 days later - Still waiting. Last repairman said he needed to replace the fan & switch but needed authorization. Five days later still nothing. I could have bought the new fan for $125 - same model. Now i keep calling in for status and the offshore call center says it is not authorized yet. Think it’s time to report this scam to the state of California. American Home Shield is a disappointment.
7 years ago
Reply from American Home Shield
Hi Herb,
I hate to hear about your most recent service experience with and the delay in service American Home Shield. I would be glad to speak with you and assist with a resolution to have the ceiling fan repaired.
I hate to hear about your most recent service experience with and the delay in service American Home Shield. I would be glad to speak with you and assist with a resolution to have the ceiling fan repaired.
Sep. 3rd, 2019
Mia Schreiner Troutdale, OR
Complete fraud! Got the american home shield warranty with the purchase of our home. Praised our realtor for the suggestion when our AC went out in May, during a heat wave in Oregon. It took over 3 weeks to get it fixed because a new compressor had to be ordered. The contractor they sent out told me that AHS only pays to repair things so I had no options other than paying $145 per pound of R22 freon. My freon bill ended up being $1740, and my total bill was $1869 because I had to pay for "tune up and cleaning."
Fast forward 45 days, another hot stretch, and the AC is out again. It took no less than 4 calls to AHS to finally get an order number to the same repair contractor so they can call me to schedule a service call to diagnose the problem. I was told on the first call that it would be a "call back" and I wouldn't be charged the $75 fee like the first time, so they did finally honor that, even though I was outside of the 30 day window. The repair person is supposed to call me in the am, 38 hours after my first call to AHS...
I spoke with a friend who has a different warranty company and he was shocked by the price I paid for the first service. I started to read more on line. That's when I realized that R22 is so expensive right now because they won't make it anymore after Jan 1, 2020- in just 4 short months! And I came across an article by American Home Shield.
https://www.ahs.com/home-matters/repair-maintenance/r22-replacement
"Although the year 2020 is still a few years down the road, we’re already starting to see the impact made by this official R-22 phase-out date. (Read: Soaring prices for refrigerants!) As a homeowner, that means it’s time to start thinking seriously about your options." The article was written several years ago and assures customers "Don’t worry. We’re here to help."
The article goes on to say that "although a total system replacement is quite an investment, it may end up being more cost-effective than simply “riding it out” for a while. You especially may want to consider going ahead and replacing your unit if: 1) It’s at least 10 years old already.
2) You’ve experienced consistent cooling issues...." Yes to both. Yet, I wasn't given any options.
The options the article says AHS offers is a discount on replacement with a "Carrier® brand full-HVAC system" (which I WOULD HAVE SERIOUSLY CONSIDERED given that the technician said my unit was 20 years old) or "If a line leak or compressor replacement issue requires R-22 refrigerant to charge the unit, you can choose to replace it with an EPA-approved alternative refrigerant like R-407C. This can be a cost-effective option when you consider the cost of R-22 compared to a new compressor, the alternative refrigerant, line flush labor and trade service call." This is exactly what the problem was, and I WAS NEVER OFFERED a cheaper alternative refrigerant.
Lastly, I have to point out that all of my phone conversations have been with people I can hardly understand with thick east Indian accents. Having grown up in a diverse community, I am actually quite good at understanding people with accents, but this is ridiculous. It took me 40 minutes on one call for the employee and I to understand one another.
So here I am, frustrated that AHS keeps blowing me off with their poor English speaking employees who all just read off a script, telling me " I'm so sorry you are having this problem" and "what we need to do is... " and I came across this site to review AHS. It seems like people who write reviews are actually getting responses from English speaking managers of the company, so I am hoping to personally speak to a manager. I asked twice on the phone and was denied the first time and told one couldn't be found the second time.
I think I deserve a better solution than paying $1740 for freon that probably leaked out from an undiagnosed broken pipe and now has leaked out again. We'll see what the repair guy diagnoses when he finally schedules a service call. I would like to know whether American Home Shield stands behind their warranty and is gonna make things right, cause right now I feel completely ripped off.
7 years ago
Reply from American Home Shield
Hi Mia,
I understand your concerns and frustration regarding the Freon cost to repair the air conditioning system. I would be glad to speak with you and address the noncovered cost.
I understand your concerns and frustration regarding the Freon cost to repair the air conditioning system. I would be glad to speak with you and address the noncovered cost.
Aug. 31st, 2019
Debbian Snellville, GA
I had my A/C repaired on August 7 came out of pocket $1000 within on August 18 it stopped working technician came out stated it was an issue from the original repair. Then the following week it stopped again called the repair company told to call AHS waited 4 days for repairs. During that time I had a house with sick Children with high fever. Called AHS to get status on where the technician was Outsource to the Philipines was denied an opportunity to speak with a supervisor and was told I would have to wait another day to get it transferred to a different company. Even though I repeatedly asked for a supervisor I was not given an opportunity to speak to on even when I explained that my four year old is roasting with fever temperature of 103.6. Very disappointed in the lack of customer service. Will definitely be terminating services along with my other relatives and friends who I have recommended this company to
7 years ago
Reply from American Home Shield
Hi Debbian,
I understand your concerns and frustration regarding the noncovered cost to repair the air conditioning system. I would be glad to speak with you and address the noncovered cost.
I understand your concerns and frustration regarding the noncovered cost to repair the air conditioning system. I would be glad to speak with you and address the noncovered cost.
Aug. 31st, 2019
Perry Tucson, AZ
I have had an American Home Shield Warranty on one of my homes since 2017. While I cannot say I was overly impressed on prior service requests, the jobs were completed without complication. Recently I had really terrible service. In July I placed a service call request for a problem in two of my bathrooms. The inability for their call center to communicate in English was beyond frustrating!!! The representative I was speaking with could not understand what I was calling about. The service request was incorrect, and was cancelled right away, but still got charged. I made another service call request, and none of the issues I had were deemed to be covered (a leaky faucet and a stopped up drain). I wonder if AHS will use the roughly 18% increase in their annual cost and service calls to improve their service. I SINCERELY DOUBT IT!!!!!!!!!!!!!!!!! If you are considering American Home Shield for your home warranty – do yourself a big favor – go someplace else!
7 years ago
Reply from American Home Shield
Hi Perry,
I hate to hear about your most recent service experience with American Home Shield. I would be glad to speak with you and assist with a resolution to have the bathrooms repaired.
I hate to hear about your most recent service experience with American Home Shield. I would be glad to speak with you and assist with a resolution to have the bathrooms repaired.
Aug. 29th, 2019
Tz801 Tracy, CA
Our refrigerator was dead at end of July, 2019 while we were away from home. We have to throw away about three to four hundred dollars food. AHS sent technician to diagnostic first, then let us wait for a week for parts arrive. They ordered the wrong parts and it does not work well with our refrigerator. The temperature is totally mess up and again, we have to throw away bad food every week. cost us more than five hundred dollars without a solution. They sent technician and we were being tested again to see if technician can fix the problem, but no luck. food is still going bad every week because temperature is not right. We called AHS, but they want us to go through the same process all over again, for a 2nd opinion. now is end of Aug, 2019. This has been one month without a refrigerator and no solution. We are still waiting now, food is still going bad and not knowing if we will have a refrigerator soon. this is totally nightmare with this kind of process. you may want to think again if you want to use their service.
7 years ago
Reply from American Home Shield
Hi Tz801,
I understand your frustration with regard to the delay in service that was experienced to have your repair completed. I would be glad to speak with you and discuss your experience.
I understand your frustration with regard to the delay in service that was experienced to have your repair completed. I would be glad to speak with you and discuss your experience.
Aug. 29th, 2019
R.D. Wichita, KS
We have been trying to have two appliances fixed for a month. Each time my husband calls we are told parts have been ordered. We have no time line as to when parts will arrive but amazingly I receive anything else I order in two days. My husband escalated to an escalation manager and was given his direct number. Called it back a few days later and it doesn't go to the same person rather anyone answers it and they don't know the person you spoke to previously. We are reaching out to our realtor as they were the ones who chose the warranty company on our behalf to see if they can assist with resolving. Finally received a call from Mariah. She had no answers regarding why we cannot speak to the same person twice. She contacted us a second time to tell us our parts would be arriving later that week but the repairman was already scheduled for that Tuesday. Parts for dryer worked but oven could not be fixed. Mariah called again and confirmed that oven would be replaced. Now it's been a week and not one person has contacted us regarding replacing the appliance. How incompetent can people be?
7 years ago
Reply from American Home Shield
Hi R.D.,
I hate to hear about your most recent service experience with American Home Shield. I would be glad to speak with you and assist with a resolution to have the appliances repaired.
I hate to hear about your most recent service experience with American Home Shield. I would be glad to speak with you and assist with a resolution to have the appliances repaired.
Aug. 13th, 2019
Dara Cypress, TX
I contacted AHS 8/11 regarding my unit not cooling until after the sun goes down. The vendor arrived to asses and fix the problem 8/14. I was told that the unit just needed to be cleaned which is not covered because it's maintenance. I paid an additional $225 on top of the $125 trip charge to have the unit cleaned. My house never cooled. I called the next morning and they sent the same person out on 8/16. Mind you the first trip they tech never went into my attic. This time he did and said that it needed a part and that he'd order it and would be back Monday. The vendor contacted me Monday 8/19 and said the earliest date they could come was 8/21. On 8/21 the tech came out and said he had the wrong part. So he had to re order the part. At this point the hottest it had gotten was 78. The next appointment was set for 8/23. I called the morning of to confirm that he had the part and ask to be the last person he would see because of my work schedule. At 5:05 I received a call from tech saying he did not have the part and not sure why the appointment was made he'd come out Monday. The next day Saturday 8/24 8:00pm my home was 89 degrees. I have a 14 mth old, teen, husband, myself, a 105lb dog and a small dog. It was almost UNBEARABLE! I called the vendor around 10pm said they would rout to a tech in the am. I Called again at 8am and said they would contact the oncall tech. The same tech text me said he would come by after church and see if he could "make an adjustment to try and bring the temp down". At 12:36 I hadn't received a call or text from him so I texted him back to see around what time he would be there. I didn't receive an answer. At Around 3pm I called and the tech stated he couldn't do anything until Monday because he had no part when earlier the conversation was different. I call the vendors office and I ask for it to escalated to management. I received a text approximately 30 min. later from the tech saying "I may be able to pull something off". He text about 20 min later saying that he is 30min away. When he arrived there was another person with him. He then said the compressor was weak and I needed a new one. Now it took this tech FOUR visits to diagnose the compressor! Now I have to wait 3-5 Business Days for the part. I contacted AHS four times Sunday after the tech said it was the compressor. The only convenient concession I was offered was 1 night at a hotel or 125 cash that could go towards a portable unit. I was told per the vendor they try to exopodite the ordering of the part and was told that they couldn't do that. I called and was told the same information to the compassionless Manager Erika in the Georgia office, said my case was not an escalated one, that she did not have a supervisor that I could speak with, and that she couldn't give me the information as to who her supervisor was. She also stated that escalated calls go through corporate and that she couldn't give me corporates number. AMERICAN HOME SHIELD DOESNT CARE ABOUT THEIR CUSTOMERS! Last night my house was 91 degrees!!! I guess life threatening conditions is not an urgent matter. They contract these jobs out to incompetent vendors and will not provide loaner window or portable units in cases like mine when the customer has been waiting weeks and there is life threatening temperatures. So I bought a window unit that only cools 1 small bedroom for 150.00 and I have to wait maybe another WEEK in this TEXAS HEAT!
7 years ago
Reply from American Home Shield
Hi Dara,
I understand your concerns regarding the delay in service that you have experienced to have your air conditioner repaired. Per your review, I would be glad to speak with you and address the noncovered cost associated to complete the repair.
I understand your concerns regarding the delay in service that you have experienced to have your air conditioner repaired. Per your review, I would be glad to speak with you and address the noncovered cost associated to complete the repair.
Aug. 28th, 2019
Cyn Azusa, CA
I was recommended American Home Shield from a family member. I REGRETFULLY purchased their insurance to cover multiple appliances in my home. When my AC unit went out, they sent a technician to “asses and fix” the problem. The process took well over a month just to be inconclusive. The technicians they chose claimed to have fixed my unit after charging me the $250 for Freon (which Home Shield does not fully cover) just for it to have leaked out completely 5 hours later. It did not last one day. After informing Home Shield, they recalled the tech to come back and re-asses my unit with a “new” conclusion that I need to replace a few parts totaling $2700 out of pocket because most of the replacement parts are not covered. In my conversation with the rep about resending the tech, she claimed the service would be free of charge since he did not fix it the first time but instead hit me with the $2700 charge almost a week later, after I called in to follow up. On top of that I was told I would need to repay for the Freon AGAIN, since it is not covered. I argued for a waiver on the Freon because I already payed for it the first time and it did not even last one entire day. I also argued the outrageous $2700 charge that the tech all of a sudden reported on his second, 15 minute assessment, without briefing us on what went wrong with his work the first time he “fixed” my unit. After an hour long conversation, they did not take responsibility for sending out a technician who failed to complete his job, but happily took my $250. I DO NOT RECOMMEND THIS COMPANY. I don’t believe they understand upholding integrity in their services. The warranties online are presented in pretty packages that sound like they will take care of you, but when the time came for them to help, their warranty failed to cover (what felt like) anything.
7 years ago
Reply from American Home Shield
Hi Cyn,
I understand your concerns regarding the delay in service that you have experienced to have your air conditioner repaired. Per your review, I would be glad to speak with you and address the noncovered cost associated to complete the repair.
I understand your concerns regarding the delay in service that you have experienced to have your air conditioner repaired. Per your review, I would be glad to speak with you and address the noncovered cost associated to complete the repair.
Aug. 28th, 2019
Julie Cain Topeka, KS
I am not happy at all with AHSC . We just bought a house with non working toilets . Realtor called warranty company to fix before we moved in . Someone came said he fixed all issues . On the day we moved in no working toilets . No paper trail either to see what was done . He comes back puts power flush parts on all the toilets he said he fixed . I called him a liar to his face . Then he told us all our toilets are under recall and it will cost us 275.00 a toilet because they are recalled we have to pay to have them installed . So this scam artist didn’t know that the first time he came . Plus the contract says all mechanical parts are covered . So then my husbands on the phone for 2 hours trying to figure out why we have to pay for this . They hang up on him . Also no paper trail again on what was done . We are now hiring our own plumber to install these parts . Such crap . They were never fixed the first time . It was even in our inspection that they didn’t work . So there is some crap on how the can’t replace recalled parts in section BS . If we would have known the first time the repair man came out we would have made owner pay for repairs . So now I have to wait for parts . And have one toilet for five people in my new house . I think the people they hire are scam artist ,
7 years ago
Reply from American Home Shield
Hi Julie,
I hate to hear about your most recent experience with the plumbing issue/ I would be glad to speak with you and address the noncovered cost to have the toilet repaired.
I hate to hear about your most recent experience with the plumbing issue/ I would be glad to speak with you and address the noncovered cost to have the toilet repaired.
Aug. 28th, 2019
Deborah Johnson Las Vegas, NV
Don't be fooled thinking this is a great warranty it's not water heater was leaking to replace OUT OF POCKET &700.00 +. $75.00 SERVICE CHARGE WHAT KIND OF WARRENTY IS THAT????
HERE'S THE SCOOP
plumbing company verbiage is modification,
Plumbing company has to modify the hot and cold water lines
NOT TRUE
They have to replace the hot and cold connection lines that might be 6 inches longer because American home shield uses their own water heaters plus they have to change out the gas hose because it might be longer, understand the hoses need to be changed but the cost for the hoses is $40.00 each at most, and it's replacing hoses
Next new water pan under the heater $100.00, $65.00 to take to dump, new vent because it's not the same size of water heater all because they have to use American home shield water heaters.
Here is my question if I needed a new air conditioner, do they just bring it into the home and drop it off because modification are going to cost thousand s????
7 years ago
Reply from American Home Shield
Hi Deborah,
I understand your concerns regarding the delay in service that you have experienced to have your water heater replaced. Per your review, I would be glad to speak with you and address the noncovered cost associated to complete the repair.
I understand your concerns regarding the delay in service that you have experienced to have your water heater replaced. Per your review, I would be glad to speak with you and address the noncovered cost associated to complete the repair.
Aug. 27th, 2019
David P. Cochran Harwood, MD
My experience with American Home Shield leaves a lot to be desired. I called on a Tuesday to have my HVAC serviced, mind you I informed that I had three senior citizens in my home, and with "feel like temperatures" at and above 100 degrees, was told that the earliest my call could be answered by a service tech was Friday. This is completely unacceptable. The service provider arrived on Friday and repaired the HVAC system.
7 years ago
Reply from American Home Shield
Hi David,
I hate to hear about your most recent experience and the delay in service to repair the air conditioning system. I would be glad to speak with you and address your most recent service experience.
I hate to hear about your most recent experience and the delay in service to repair the air conditioning system. I would be glad to speak with you and address your most recent service experience.
Aug. 27th, 2019
Marissa Bailes Lakeside, CA
Please run, do not pay this company any money. I am dealing with a broken refrigerator since May 22nd. The first time i believe I was without my fridge for I believe 5 to 6 days. The second time I was without a refrigerator for 2-1/2 weeks. Went out again last Thursday, it is now Monday and nothing has been done. I had an appointment last Friday between 10-1 and they didn't show. I have a medical condition and my medication must be kept cold (type1 diabetic), not to mention the fact that i have 2 babies under 14 months in my home. I have had to throw out all my food twice already and once again I am in an ice chest to try to keep milk cool. This company is a joke. Take your hard earned money but will not follow their part of the contract. I will be filing with the BBB, also, if need be will file a law suite. I want my refrigerator fixed or replaced ASAP!
7 years ago
Reply from American Home Shield
Hi Marissa,
Your concerns and frustration are understood with regard to the delay in service that you have experienced. I would be glad to speak with you and assist with a solution to repair your refrigerator.
Your concerns and frustration are understood with regard to the delay in service that you have experienced. I would be glad to speak with you and assist with a solution to repair your refrigerator.
Aug. 27th, 2019
RODNEY G PRUITT Freeport, FL
The wait time to talk with someone is horrible waiting sometimes for over 50 minutes. However, once you finally reach a live person, they are helpful. I do not live in a populated area and are disappointed in the available service options. having said all that i would use AHS again.
7 years ago
Reply from American Home Shield
Hi Rodney,
Your feedback is greatly appreciated with regard to your AHS experience and the hold times. I would be glad to speak with you and discuss the vendor availabilities within your area.
Your feedback is greatly appreciated with regard to your AHS experience and the hold times. I would be glad to speak with you and discuss the vendor availabilities within your area.
Aug. 26th, 2019
penny cashen Sacramento, CA
I called about a leak in my kitchen sink. They came out the same day in a timely fashion and completed the work quickly. The gentleman was courteous and friendly.
7 years ago
Reply from American Home Shield
Hi Penny,
Your feedback is appreciated and I hope you continue to enjoy your AHS experience!
Your feedback is appreciated and I hope you continue to enjoy your AHS experience!
Aug. 26th, 2019
Emily Leland, NC
2 Facts:
1. May 2019 when I was full term pregnant with twins, my air conditioning went out on the hot coast of NC. I was told I could have my babies at any moment, was very high risk and had two dogs that required the AC for safety (no boarding available) Heat indexes were in the 100s. AHS was 100% unable to help me get a technician to my house within 24hours, they were actually making me wait until the day of my C-section the following week even though I was very clear about my planned surgery. They were making me choose btwn the safety of my dogs (leaving them in heat) and the safety of my babies (if I went in to labor, not going to hospital right away to figure out who could help with our dogs.) I asked to speak to a manger and after 45 minutes of holding, I called a local place on my own and they showed up at my house to help me WHILE I was holding for a manger..... so I hung up and paid out of pocket.
2. I’m now on hold with AHS while I write this, 23aug bc my refrigerator repair that was done from their contacted technician over a week ago, included taping things as a “fix” and this is a fire hazard due to the lightbulb. They indicated to me that they have yet to receive the details from their hired vendor. I asked them how they have tried to get in touch for the documentation bc I have them 10 days. They have only contacted them on the days I have called AHS for an up, but no attempts beyond this. It’s been a 50 minute call of on holds this far, cutting in to my work day and taking time away from my family. Still no manager that can speak with me.
Im starting to think this is a scam..... and they are stealing our money. I have told the team member today that no more money is allowed to be withdrawn from my account until I hear from a manager and this refrigerator issue is resolved. I’m now on hold again....
please use a different company
7 years ago
Reply from American Home Shield
Hi Emily,
I understand your concerns regarding the delay in service that you had experienced to have your air conditioning system repaired. Also, I am aware of a refrigerator service request that you are in need of assistance with. I would be glad to speak with you and get the issues resolved.
I understand your concerns regarding the delay in service that you had experienced to have your air conditioning system repaired. Also, I am aware of a refrigerator service request that you are in need of assistance with. I would be glad to speak with you and get the issues resolved.
Aug. 23rd, 2019
Jennifer Saint Cloud, FL
I had a horrible experience with this company when getting the spring on my garage door replaced. The person I talked to at AHS told me it was covered and it wasn't so I ended up paying $500 with the service fee. I could have gotten it fixed much cheaper without a warranty claim. During this ordeal I called customer service at least 10 times and they always promised me that someone would contact me, but that never happened. Now I've decided to cancel my warrant with AHS and they're telling me there is a cancellation fee. However, the person I spoke to on the phone couldn't tell me how much the fee would be and how much I would be getting refunded since I paid for the entire year. Whenever I ask to speak to another department or Supervisor they tell me they are in meetings. The customer service is the worst I've experienced in my life. Not to mention everyone I've talked to says the same exact rehearsed script and they all speak broken English. So frustrating!
7 years ago
Reply from American Home Shield
Hi Jennifer,
I would like to apologize for your most recent service experience to have the garage door repaired. I would be glad to speak with you and reach a resolution regarding the cancellation of your warranty.
I would like to apologize for your most recent service experience to have the garage door repaired. I would be glad to speak with you and reach a resolution regarding the cancellation of your warranty.
Aug. 23rd, 2019
Hutchin Reno, NV
If I can give them 0, I would have done it. My washer was broken 6-7 weeks ago. The battle born tech came 3 time at my house to fix it unsuccessfully. Then they disappeared. After my calling every week , I was informed "I am so sorry that your washer is not fixed" by an Asian person and they would call the contractor who wouldn't attend their call. Then they would apologies and say the matter is escalated to the next level and you will be contacted in 4 hours or 48 hours or such . I never received once a call back from Home shield or the contractor to inform what's going on. The contractor doesn't attend the call.
Now 7 weeks later, I am thinking about involving my lawyer as I don't see any other way of communications. All roads to get the job done are stopped by the 888 phone numbers and the people who receive it. There no way to get a straight answer other than the parts are on order for 7 weeks.
I ended up renting a washer as it is difficult to go the laundermat every week.
My understanding of ahs is that they will get your money but not complete the job if the job is slightly difficult to be done. My money to contracter was $75 alongwith a couple of $K I gave ahs for their annual fee but I am getting no good service on my appliances.
I am seriously thinking about involving my lawyer.
I am amazed that this company runs without providing any good service.
7 years ago
Reply from American Home Shield
Hi Hutchin,
Your concerns regarding the washer machine service delay are understood. I would be glad to speak with you and get the issues resolved.
Your concerns regarding the washer machine service delay are understood. I would be glad to speak with you and get the issues resolved.
Aug. 23rd, 2019
Warren F. Wright Bridgeton, NJ
On 5/6/19 American Homesheild replaced my ductless mini split system with a Carrier Unit. The unit has never worked properly. We have called American Homesheild numerous times and only once received a call back. The unit was put on recall and it has not been resolved. The contractor charged me for things he did not replace, and he told he pulled a permit. He never did. He reused old lines, never changed the condensate line, used wire ties to connect pipes, and the air handler wad not level which caused the drip pan to leak. He also installed one Carrier air handler and hooked the old Fujitsu air handler installed to the new Carrier unit outside. Which may have contributed to the P4 error code that came up on the unit during the 60 day new install warranty. Using old lines can contaminate the new system with the old oils. In a new install it is required to change all the lines. The problem has never been fixed and I feel American Homesheild is not taking responsibility for their contractor and not honoring their 60 day new install warranty. We did not renew our contract because of the shady contractors and horrible customer service we were getting. Can you please help? Also Mid July your contractor ANS Services said they were coming out to take care of the problem and your social media specialist said he was coming out and he never showed up. Know why? Because he went out of business and you refuse to change the vendor. My next step is to contact the NBC News 10 Investigators, The Local News, Your CEO, CFO, The Better Business Bureau, The Board of Realtors, and American Homesheild Media Department. I just want to get it properly. I have all of the emails with your social media specialist with responses and all of the text messages from the contractors, and emails dated with pictures when I reported everything. Do the right thing.
7 years ago
Reply from American Home Shield
Hi Warren,
I understand your concerns regarding the delay in service that you have experienced to have your air conditioning system repaired. Per your review, I would be glad to speak with you and address the contract concerns.
I understand your concerns regarding the delay in service that you have experienced to have your air conditioning system repaired. Per your review, I would be glad to speak with you and address the contract concerns.
Aug. 23rd, 2019
Phillipa Weehawken, NJ
I have appliance insurance with American Home Shield. On July 31 I paid an additional $106 for a technician to go out to check the dryer because it was leaving orange marks on the tenant's clothes. I was advised that a part was being ordered, however it never arrived. I called on August 21 to find out what was going on. Apparently the home warranty company declined the purchase of the part. The drum of the dryer is rusting which is causing the orange stains. Due to some small print in my contract, apparently this falls under "cleaning of an appliance" and is not covered under our warranty. I spoke to a supervisor and then a supervisor's supervisor, to no avail. I spent 45 minutes on the phone with them trying to resolve the matter. Then I tried to cancel the insurance because of the lack of service. I have to now pay a $59 cancellation fee too. I am very frustrated and disappointed with American Home Shield.
7 years ago
Reply from American Home Shield
Hi Phillipa,
Your concerns are understood regarding the level of customer service that you have experienced to have your dryer repaired. I would be glad to speak with you and reach a resolution.
Your concerns are understood regarding the level of customer service that you have experienced to have your dryer repaired. I would be glad to speak with you and reach a resolution.
Aug. 22nd, 2019
Bob Portsmouth, RI
I have been trying to have my central air conditioner repaired for over one year. During this time 4 different companies came to look at the problem and were never authorized by AHS to perform the repair. Seems the second, third and fourth opinions missed the mark. In fact the funniest part of the story is that, in my area, AHS is running out of HVAC companies that will work with them. I am posting this message on the unlikely chance that who ever is writing the responses to everyone's postings (indicating they want to help resolve the problem) will write to me. Need to find a way to get around the completely ineffective call center.
7 years ago
Reply from American Home Shield
Hi Bob,
I hate to hear about your most recent service experience and the unsatisfactory level of customer service. I would be glad to speak with you and assist with a resolution to the AC repairs.
I hate to hear about your most recent service experience and the unsatisfactory level of customer service. I would be glad to speak with you and assist with a resolution to the AC repairs.
Aug. 22nd, 2019
Linda Henderson, NV
AHS has the worst customer service. Expect to be on hold for over a half hour before you can speak with someone. They route the calls to The Philippines. They send out contractors that do not know what they are doing. I had to have several recalls due to bad contractors. In addition, AHS sent out a contractor to my house for an item that was not covered. The AHS rep who wrote the work order wrote down the wrong item after I explained in great detail what needed to be fixed. AHS refused to refund my $75.00 service fee when it was their mistake. They are the worst company that I have ever dealt with.
UPDATE: After calling AHS over 15 times to make sure that we are not renewing our contract, they automatically renewed it. This is fraud. I am going to report AHS to my state's attorney general.
7 years ago
Reply from American Home Shield
Hi Linda,
I would like to apologize for your most recent service experience and the ongoing issue. I would be glad to speak with you and reach a resolution.
I would like to apologize for your most recent service experience and the ongoing issue. I would be glad to speak with you and reach a resolution.
Aug. 1st, 2019
sudharsan Corona, CA
I recently signed in for the home warranty with this company. Their customer service representatives are RUDE & Unprofessional.DON'T TRUST THIS COMPANY. My water heater got leaks and When i called this guys ,they charged me 100$ for a plumber visit and then he identified that we need to replace the water heater.After that they made us wait more than a week with no response.When we called them to check none of the representatives responded with correct information. They told all false information .When we asked to transfer to the supervisor they were disconnecting the call. We were struggling to fix the leaking water heater and we told we want cancel the contract because of their unprofessional response.They told that they wont refund us full.they will deduct 100$ from us.They are horrible. I am planning to sue them.
7 years ago
Reply from American Home Shield
I apologize that your experience with AHS was not satisfactory. I would like to assist you in an effort to get this issue resolved. I have sent a private message to you in an effort to get more information to assist you further. I look forward to hearing from you.
Aug. 21st, 2019
PR Houston, TX
I’ve had horrible experience with this company and their incompetent technicians. The company has rude reps and poor customer service. They’ve lied to me on several occasions about calling me or telling me someone will call me back and never do. The technicians come out and don’t know what they’re doing and ask me what I think the problem is — they’re supposed to be the experts. I’ve had the contractor HVAC company called Airtronics come to my home for the past 3-4 weeks and my AC is still not fixed. Now the AC is completely out when they’ve wasted my time and have not fixed it. I’ve been without an AC with my child at home for 2 weeks. They bring out faulty compressors and tell me it’s new but it’s defective. Don’t pay for this scam of a company who is quick to take your money but never addresses your questions and has yet to fix my AC! American Home Shield and Airtronics are a nightmare to deal with, don’t hire them!!!!
7 years ago
Reply from American Home Shield
Hi PR,
Your concerns are understood regarding the level of customer service that you have experienced to have your air conditioner repaired. I would be glad to speak with you and reach a resolution.
Your concerns are understood regarding the level of customer service that you have experienced to have your air conditioner repaired. I would be glad to speak with you and reach a resolution.
Aug. 21st, 2019
Michelle L Morrow Oklahoma City, OK
I will start by saying, I am first generation American and have been raised with many immigrants... The name, "American" Home Shield makes me laugh. Nobody I have spoken to at AHS lives in this country. They are doing the best that they can, but they are given scripts to follow and don't understand half of what is going on.
The real issue is that AHS sent an incompetent plumber to my house- I will spare the details. Ultimately, I had to call in someone who knew what they were doing because AHS couldn't get someone to the house to fix my (urgent) problem (sewage back-up/stoppage) for 4 days, after the first plumber failed to fix the problem. I have been waiting a month and a half to be reimbursed for paying them to send someone who did NOT fix my problem and I STILL do not have money back.
I have zero confidence in their ability to send people who actually know what they are doing, in a timely manner. Furthermore, I am tired of talking to people who I can barely understand, repeating myself over and over again, just to be "disconnected" and have to call and do it all over again. I feel terrible for them because I am sure it is difficult for them as well.
Live up to your name, American Home shield, and move your call center to AMERICA. AND- PLEASE, contract with people who know what they are doing!!!!
***UPDATE** After being on hold to speak with a supervisor for 30 minutes I was disconnected. I called back and was on hold for another 47 minutes, only to be told that I would receive a call from a supervisor, "TOMORROW". NOT HOLDING MY BREATH.
7 years ago
Reply from American Home Shield
Hi Michelle,
Your feedback and concerns are more than understood. I would be glad to speak with you and discuss the plumbing repairs and hold time.
Your feedback and concerns are more than understood. I would be glad to speak with you and discuss the plumbing repairs and hold time.
Aug. 21st, 2019
Ashton Peachtree City, GA
If I could give this company zero stars I would. The absolute worst company I have ever dealt with. Our reimbursement was denied because we had to us an outside contractor and pay out of pocket. After waiting A WEEK for one of their contractors to come out to only stay a matter of two minutes because he was not qualified to work on our particular unit. We had to take matters into our own hands- which we did previously with our hot water heater and had no issues with our reimbursement. I have been calling the entire month of August trying to speak with someone. I get the run around every time I call, ask to speak to a manager- never do, and I am told someone will call me back but they never do. I am 25 weeks pregnant and having no AC during this record breaking GA heat is not tolerable. When a company makes you wait a week in this heat and then they send a contractor who cannot even work on your unit, that is a huge problem, and the COMPANY’S fault. You need to be accountable for your errors and compensate for your wrong doings. This is no way to treat a customer, let alone a human being who is pregnant. Also, the fact like that I have called five times and cannot get this rectified is absurd. We will not be renewing our contract and I will be telling everyone to stay away from this company. I have never been treated so poorly.
7 years ago
Reply from American Home Shield
Hi Ashton,
I hate to hear about your most recent experience and the delay in service to have the air conditioner repaired. I would be glad to speak with you and discuss your request for reimbursement.
I hate to hear about your most recent experience and the delay in service to have the air conditioner repaired. I would be glad to speak with you and discuss your request for reimbursement.
Aug. 21st, 2019
Christine Richmond, TX
I have had AHS for over 3 years and never had to use it until last week, yes it and been one week, our microwave went out. I filed a claim the technician came out to try to repair it which he couldn't. He had stated that one of the parts he was needing had been discontinued so more than likely I would be getting a new one. As time goes on I haven't heard a word from AHS so I log into our account today and it states to call that we may be eligible for a replacement. Well I call and am on the phone holding for 58 MINUTES and when the gentleman answered the phone I said "WOW 58 minutes to pick up a call isn't great customer service" which then he hung up on me. I called back and was going to be placed in the que all over again. I requested a call back which was finally approved but I told her after 1:00, that wasn't an option. So if/when they call back I am going to be at an appointment and not be able to answer so I am going to have to call back and wait another hour??? This is so ridiculous! I need a microwave....all the money I have put in I could have bought multiple microwaves. Really questions myself if this is even worth it?
7 years ago
Reply from American Home Shield
I apologize that your repair has not been completed and this time. I would like to assist you in an effort to get this issue resolved. I have sent a private message to you in an effort to get more information to assist you further. I look forward to hearing from you.
Aug. 21st, 2019
Cynthia J Reinmiller Fort Worth, TX
Wish I could give zero stars. Absolutely the worst company I have ever dealt with. And unfortunately I have been a customer for 15+ years. They have taken my money for almost 2 decades but when my AC compressor went out 6 days ago - yes they made me wait in TEXAS in 106 degree weather with my son, pets and myself, a heart patient, for 5 whole days before they denied my claim on a TECHNICALITY! Their customer service sucks, I called every day trying to expedite the process - got the run around constantly. No managers are ever available. You have lost my business, my family's business and anyone I ever encounter because I have a big mouth AHS. I am struggling and at my lowest point and this was a crushing blow after years of loyalty to your company. You suck AHS. Heartless, greedy and unfair business practices won't earn you business. Try caring about your customers rather than your bottom line for a change.
7 years ago
Reply from American Home Shield
Hi Cynthia,
Your patronage for the past 15 years is more than appreciated. Your concerns are understood regarding your most recent experience to have the air conditioner repaired are understood. I would be glad to assist you and get the issues resolved.
Your patronage for the past 15 years is more than appreciated. Your concerns are understood regarding your most recent experience to have the air conditioner repaired are understood. I would be glad to assist you and get the issues resolved.
Aug. 20th, 2019
Vivia Turner Cleveland, OH
The experiences with AHS have been very good over the years I have used there services. Excellent customer service and timely response when repairs are needed.
7 years ago
Reply from American Home Shield
Hi Vivia,
Your feedback is more than appreciated and I hope you continue to enjoy your warranty with AHS!
Your feedback is more than appreciated and I hope you continue to enjoy your warranty with AHS!
Aug. 20th, 2019
John W Thomas Broken Arrow, OK
I have had amrican home for 3 years, Nothing but problems getting any good repair service. over the 4th of July this year it took them 2 WEEKS to get my AC repaired. 100 degree heat every day. Their customer service are now all outsourced to the Philippines, so your lucky to get anyone that speaks english, they are nice people, they just do not know how to do the work that need's to be done. Plus AMS is over priced, the average cost for most policies 45.00 AHS my cost $67.99 renewal. Be Careful check out all details for any company
7 years ago
Reply from American Home Shield
John,
I apologize that your experience with AHS was not satisfactory. I would like to assist you in an effort to get this issue resolved. I have sent a private message to you in an effort to get more information to assist you further. I look forward to hearing from you.
I apologize that your experience with AHS was not satisfactory. I would like to assist you in an effort to get this issue resolved. I have sent a private message to you in an effort to get more information to assist you further. I look forward to hearing from you.
Aug. 20th, 2019
Dee Wildomar, CA
I can't stand American Home Shield! Their customer service is whack and I am not certain who they are hiring for these customer service jobs, but they were not in the line when common sense was being handed out. As for their service providers, wtf? Why is it my responsibility to find out if the provider THEY assigned is still in business or still servicing my area? WTF am I paying for? As I type this review, I am on hold with my 4th call this morning trying to do THIER job. Don't waste your time or money. Best believe once this work order is done, I am canceling this crapy contract. Trust this rating is really a zero, but it was not an option.
7 years ago
Reply from American Home Shield
Hi Dee,
Your concerns are understood regarding the level of customer service that you have experienced to have your issue repaired. I would be glad to speak with you and reach a resolution.
Your concerns are understood regarding the level of customer service that you have experienced to have your issue repaired. I would be glad to speak with you and reach a resolution.
Aug. 19th, 2019
Kelly C Tulsa, OK
I have had the exact same problems as Kim C in aug 2019
First was denied access to working with any outside contractor when ahs could provide no service. I said I had service contract w company for expedited service available if AHS contractor could not provide service?
Then was contacted and told a company from a small town an hour away would provide service as contractor. Contractor said they were calling all over to find additional employees to try to schedule a time.
Contractor said ac had Freon leak & needed new coil. Coil would be ordered. First call on Sunday morning. Wednesday, still no ides if when it would be fixed? Could not use online because AHS had entered my info incorrectly.
Got call Thursday st 3:43 pmmy condenser was hit by a CAR and would not be covered. I could contact contractor and pay for a new condenser through them. I told AHS it was impossible for my unit to be hit by a car. I have privacy fence , swimming pool , one small gate. Pictures. Google the house. They asked if I wanted 2nd opinion. I said they could pay for a second opinion to see that it was impossible for a car to hit my air conditioner. I wanted a refund on my contract. They were not honoring the contract in good faith. They were trying to avoid any contractual responsibility. I said they could pay for a second opinion to see it was impossible for a car to hit my air conditioner. I wanted a refund on my contract. They were not honoring the contract in good faith. They were trying to avoid any contractual responsibility. It is time for a class action lawsuit and ask for punitive damages. Over a week without ac in dangerous heat when I thought it was going to be serviced from Sunday through Thursday.
I told The I wanted a refund and to cancel my contract. They said you want to cancel your contract? I said, only if I’m getting a refund. The lady with AHS said they never give a refund. Retention will contact me. Subsequently I received an email that my contract was canceled and I was being charged a cancellation fee. This seems all too well scripted to not pay for large ticket items to keep their contract fees and charge for a cancellation fee without ever paying for a refund .
7 years ago
Reply from American Home Shield
Hi Kelly,
I hate to hear about your most recent service experience and the unsatisfactory level of customer service. I would be glad to speak with you and assist with a resolution to your issue.
I hate to hear about your most recent service experience and the unsatisfactory level of customer service. I would be glad to speak with you and assist with a resolution to your issue.
Aug. 19th, 2019
GZ East Walpole, MA
Based on my one year experience with this company, I think their business model is a scam! I have a dryer that was not working properly, and I called the AHS, I paid $100 for their first visit and the technician came and refusing do anything by claiming the problem is due to clogged exhaust. Then I hired a pipe cleaning company to clean the exhaust but the dryer was still not working. I paid another $100 to have a technician came and he refused do anything again by claiming that the problem was caused by lack of maintenance. Basically, one can make this type of claim for any appliance's problem. Then, what are we paying the insurance for? That is why I think this is a scam to ripoff average consumers.
7 years ago
Reply from American Home Shield
I apologize that your experience with AHS was not satisfactory. I would like to assist you in an effort to get this issue resolved. I have sent a private message to you in an effort to get more information to assist you further. I look forward to hearing from you.
Aug. 20th, 2019
Diana Bloomington, CA
My air conditioner would only call my house to 75°. American Home Shield‘s company came out. Two men messed around with my thermostat. Went to the backyard to look at the unit but never took the cover off. I told him the air conditioner when I call the house and was making a winding noise outside. He said it was the thermostat. How does the thermostat make the air conditioning unit have a winding noise? I asked him twice to go outside and look at the unit. Finally He went back there and found a bad capacitor and he replaced it. I shouldn’t have had to beg him three times to look at the unit. Now he said it should work fine. The next day again the house with the cool down I called back the same guy came out and said there was nothing wrong with my air conditioner. He didn’t even bother to go look at the unit. He said I might need a new thermostat. I called American Home Shield back and requested a second opinion. They sent out another company the guy came in. It is a little gun at my air conditioning vent looked at my thermostat which showed 74° as we were talking in front of it it went up to 75 and he said that was normal because we were talking in front of the air conditioning I called American Home Shield back and requested a second opinion. They sent out another company the guy came in pointed his little gun at my air conditioning vent looked at my thermostat which showed 74° as we were talking in front of it it went up to 75 and he said that was normal because we were right in front of the thermostat and we were hot. Seriously! You did nothing else said he would make a report. He also said he would recommend a new thermostat. My house still won’t get any cooler than 75° and I have not heard back from the companies nor from American Home Shield. I have been with American Home Shield for 15 years. They used to be top quality now the representatives you call ate from the Philippines and hang up on you and are very rude. I’ve recommended all my friends to get American Home Shield in the house. They too are having problems now I’m so embarrassed that I did recommend this company. Yes my air conditioner is 25 years old but has a top-of-the-line air conditioner. Even the company that came to my house that I needed a new air conditioner but they would not write it in their report. Why? Because they don’t want to be the ones to put the air conditioner in. Like it’s coming out of their pocket. American home shield insurande plan covers the air conditioner unit so they would be paying for it. Maybe it’s American Home Shield that doesn’t want to put in. Also managers never call back and you can’t speak to an American rep. I work for a huge hospital as I am a nurse. I will be letting everyone know what I’ve been going through so they can cancel their plans. Very disappointed with American Home Shield who used to be top notch.
7 years ago
Reply from American Home Shield
Hi Diana,
Your concerns and frustration are more than understood with regard to the delay in service experienced to have the air conditioner repaired. I would be glad to speak with you and get the issues resolved.
Your concerns and frustration are more than understood with regard to the delay in service experienced to have the air conditioner repaired. I would be glad to speak with you and get the issues resolved.
Aug. 17th, 2019
