AHS American Home Shield

AHS denied my claim twice for my oven fire. Two separate repair companies wrote in their report that I stated "plastic tray was in oven"
Something I never mentioned. I discontinued my policy

I was with them for over 10 years. The quality of work is excellent. The speed of response for service calls is excellent. The coverage is wide and I never had any problem with them saying an item is not covered in over 10 years. Those are the positives.

The negatives are:
- They will keep patching up an equipment till the very end to ensure they don't have to pay to replace.
- When they do have to replace the ceiling will get you a replacement but usually not a quality replacement. On my AC unit for example that finally failed, I ended up paying for a quality system totally out of pocket with no credit.
- If you don't pay attention you will sign up for a package that covers a number of items that are not in your home and as a result you are paying a higher premium because of that. Better to go with another company that covers just what you need for a much lower premium at a lower deductible (service call fee).
- If you ever decide to cancel, they will charge you a fee (approx $75) and they don't tell you this until they have completed the cancelation process and you are out the system. They really should disclose this up front. This is with 10+ years of payments.
- The plans auto renew with price increase each year and no advance notice of price increase. I literally did not know the price was increasing until this year. This was the reason for my cancelation.

We've had AHS for 7 years on a rental property we own. Being military and not in the area we rely on a property manager to handle our home and they require a home warranty. I haven't found one that isn't crap and a waste of money. AHS is no better. Our recent disaster with them is a fridge in our home. In May the compressor went out and was not repaired until August because of Covid and lack of parts. Now less than four months later the same part has failed again.

The first company assigned to the repair refused to do the work because another company had handled the original call. We called back to AHS to get it reassigned to that original company but they are no longer accepting service calls from AHS leaving us in limbo. It had been three days, six phone calls and we still hadn't been assigned someone to fix the dang fridge. We even demanded to speak to a supervisor twice and were promised one would call us back within fifteen minutes, which never happened. Finally at 6pm on Friday we were told by a rep that another company had finally been assigned to us. So now we've had a broken fridge for 3 days already and we never received the phone call back from the "elevated resolution" department so will not have anyone out to fix the only fridge in the house until next week. Our tenants are ticked off and the property manager is breathing down our throats because despite paying AHS to warranty my home we can't get them to do their job.

Honestly an unreliable company with terrible customer service and contracts for repair with the worst companies.

American Home Shield Corporation [AHS] / toilets' leaking repair order #******* on 9/5/2019
Review: poor service representative to take order. Poor customer service to resolve the problem

First time to use AHS. This year is a 2nd year after signed up. I had no claim at first year. I called for toilets leaking service last week after tenant moved out. The Representative's English was very hard to understand. However, I got her name down as Zally. And I told her many times that there were 4 toilets' leaking, one at first floor, one in basement, and 2 at upstairs. In the end, I asked if I would get Email confirmation. She said no. I told her other company HMS gave me email confirmation. She repeated they don't send out email confirmation. Anyway, Chesapeake Plumbing office came on 9/12 to repair and showed me 3 toilets on the order instead of 4 to repair. Later, Ii called 3 times and complained and each time was told that supervisor would call me back. 5 days passed. Nothing happened.( I asked for phone recording to prove 4 toilets leaking.)

AHS wants you to use their automated system which may lead to items not showing covered under a policy. When you pay for the incorrectly advised covered items that need immediate repair--e.g. Refrigerator and then they finally determine they are on plan, they will NOT REIMBURSE A PLAN ITEM... THEY ARE A WASTE OF TIME, RESOURCES AND MONEY. THEY DO NOT RESPOND IN A TIMELY MANNER AND IT IS ALL ABOUT DUPLICATE EFFORT TO WEAR YOU DOWN. YOU PAY ALOT AND ONLY GET ONLY FRUSTRATION. RUN AWAYAS FAST AS YOU CAN FROM AHS PROGRAM... VERY SAD BUSINESS PRACTICES.

Noticed AHS now hides Facebook Comments, you can only see your own. Why, is this? Probably because all are bad. Do not do business with a company who hides Facebook Comments, there is a reason.

Best adive I can give you from my experience is to take that monthly charge of $57.82 ($693.88 yearly) and deposit it into a savings account that's only for your repairs or replacements of items that they supposedly cover. They will find a way to READ the contract to you informing you that you are over the limit for coverage. I called them to have my a/c repaired ($75.00 service fee) and they sent the contractor whom fixed it or so I thought. Three days later my a/c was out, the contractor came and informed me that I needed a new compressor which shorted out after he changed the motor. On the original visit, he explained that the coolant was fine but I needed to have the unit cleaned ($89.00) for which I complied. Now AHS tells me that I am over my limit and it will be $785.00 to have the company repair. The agents (no fault of their own) can only read you the pre-written script and can not answer detailed concerns I have even though I pay them monthly. By the way, I have not called them out in about three years ($2081. 64 or more that I could have saved) to have anything repaired.

I have learned my lesson, so please let this review direct your money into your own personal account. It's just not worth the headache to deal with them not wanting to pay for repairs or replacements.

BUYER BEWARE

My A/C broke in 118 degree in Arizona and they make me suffer after 5 days they finally erlaubt me to find my own contractor cause they could not find one for me so bad they are no one wants to work with them I got some one came and replace my A/C and they pay nothing and decline the reimbursement they wanted to send someone after 12 days imagine inside my house was 96 degree and outside was 118 and did take there time cause they don't care about people there policy is to make you give up when you need them don't waist your money on this company's they are just laying and want your money I learned my lesson

All I wanted to do was cancel my policy because the rates keep going up and the coverage is less each year. Trying to get that done and being transferring a thousand times is incredibly frustrating and at the end of the call, I still have to call back in a month because they can't cancel a month in advance. The hard sell was ridiculous, I asked her 5 times to just cancel my policy, WOOOOOWWWWWWWWWW. If I could give this company a -******* I would.

You may have seen the one where the woman's faucet broke and is spraying water all over the house and she says "I'm not worried I have AHS". She should be very worried because AHS will only cover the repair of the leak not the damage that the water is causing. The $15,000 water damage is on you to pay. Without AHS coverage the leak would cost about a $150 for a plumber to fix. So when you substract the $100 AHS service fee you save maybe $50, Oh wait I forgot the $70 per month premium that AHS collects so you pay $170 to cover a repair that would cost $150 without AHS plus whatever it costs to repair the water damage.

This company doesn't even deserve one star. I have called them many times and they don't cover anything. Then 4 months ago, they sent someone to look at a leaky hole in our duct. The first guy came out and poked his head into the attic and said he didn't see anything, I pointed to where it was located and he said he didn't want to go up again and left. I googled that company and they had 1 star on google so that makes sense.

Then I called them and asked them to send another vendor who will actually look at the leaky hole in the duct. It took two months for them to send someone and because of that, the duct was moldy and there was a hole in our ceiling. The vendor fixed the hole but said he needed to come back to replace the moldy duct and he would tell AHS to send someone to fix the hole in the ceiling. But AHS never sent anyone and the vendor never came back.

So for the last couple of months, I have been repeatedly calling AHS to find out the status. They say, "We will send someone to do both issues this week". Then a week goes by and nothing happens. I call again and they have no record of it. This went on over and over and over. I still have a hole in my ceiling and moldy ducts because of them.

I finally tried to cancel my account and it took several hours, and as of right now, it still looks like my account isn't canceled.

This is a waste of money and if I had just put the money I pay them into an account, and used that money to fix stuff, I would have a lot more money right now. Run. Don't walk.

If I would be able to give this company a 0, I would. We have been without air conditioning for a month now. They assigned our case to a contractor that not only did not repair the heating pump/AC unit, but damaged it even further. Afterwards, they changed it to another contractor that never showed up. Finally we talked to them this morning. After their customer service representative assured us the she left a voicemail for yet a third contractor, we called the contractor and guess what? There was no voicemail to leave a message on. We called American Hone Shield back. There were no notes about the last discussion we had with their representative about the third contractor. When you are asking for a supervisor they always say that the "supervisor is in a meeting". Offshore horrible lying deceiving customer service that are there just to cash a paycheck. To be lied to again and again is awful! To be in Florida weather without air conditioning for over a month is also awful. We waisted our money. We will cancel our account.

Dealing with AHS Customer Service might be the worst experience with a company I've ever had. I submitted a cash out request on Monday, called back Tuesday only to have the agent tell me that the previous agent never submitted the request. I was told it would take 24 hours to process from then. I called again Wednesday and the agent said it would be processed by the end of the day and that a Supervisor would be giving me a call, which never happened. Called again Thursday requesting to speak with a Supervisor, to which the agent said she was busy and would give me a call back later that day, which never happened. Today is Friday, I haven't had a working A/C for over a week, and have yet to get a status update on my request, or successfully speak to a Supervisor after two separate requests. I'm starting to believe that they may not have any Supervisors on duty which is why the Customer Service agents just seem to run rogue in their dealings with customers. Truly disgusted with AHS Customer Service and their ability to make me feel like a valued customer. I would give negative stars if I could.

I have been having problems with my washer/dryer and called for service back in June. It was making clothes I put in it dirtier than before being 'cleaned'. I had a service call on 6/11/2020 and then another service call when the first person did not know how to fix it. Then it was escalated to a supervisor at AHS and they told me to buy a replacement for the washer/dryer which I did on 7/4/2020 and I submitted the receipt on 7/5/2020. More than two months have passed and I am still waiting for reimbursement for the washer/dryer.

I have called at least 12 times (including the many calls for service) and waited on hold an average of an hour each time. I have been told many times that my check is "being processed" and will be done in 2-3 weeks, but that should have been done a long time ago. The latest I was told is that my check was canceled because they didn't know where I live. Yet they knew where to send the service people and the bills for the last 10 years.

Yesterday I passed the three month mark since my first service call. What do I have to do to get reimbursed for my washer/dryer?

I Have a home warranty package that I pay for every month through American Home shield. They take out $81.99 every month for this.
I called them about two weeks ago and filed a service request with them to send a contractor out to me for my plumbing. I paid the $125.00 service fee for a contractor to come.out and fix my plumbing.They told me that they would have a contractor contact me within 24-48 hours. I waited. They never had anyone call me. I called them back and still no contactor. I had to call them every day so far for the past two weeks.now.its same story every time they don't have any contractors in my area. I live within 30 minutes of a big City.Then a couple of days ago some woman called me with kids screaming in the background, dogs barking and she sounded groggy and muffled saying that I needed to call her back and she was from American home shield or she would cancel my service request that I already paid $125. Service fee for. I called American home shield back again only to have them say that they.just had her call to update me that they still do not have a contractor. I have asked to speak to a manager each time that I have called them in regards to this matter only to have some representative with a really thick accent say they still do not have any available contractors in my area.and that they do not have any managers but they will put me through to the escalation team and have them contact me back but then they never do. The last time I called 1/27/2024 they told me they would reimburse me but I had to pay out of pocket and get my own contractor first. I said No this is why I pay so much for a home warranty package every month and I already paid the $125 service fee for them to get a contractor. They still have not called me with any contractors and no one from the escalation team has even tried to contact me either. And It's been two weeks now.

Made a central air claim with American Home Shield as a Platinum level customer on 3/8. They had to order a part which took 2 weeks (compressor), then had to order a second part which was installed yesterday (Reverser Valve), and replaced freon. As of 9 pm today the ac is not working. Called AHS and asked for the service provider to be recalled. Was Informed that their notes still show the job as waiting for the compressor and that the ticket Is closed simultaneously. It will take several days (going Into a holiday weekend) to investigate this claim. It has been a month of no AC, today was 96, and at 10 pm it is still 79 degrees In the house. Should not have to pay for a second claim when the first claim Is unresolved, and the contractor should be immediately re-dispatched. Have been on hold for 30+ minutes for the escalation department. This Is every single claim with American Home Shield--ZERO COMMUNICATION on top of that. They take a week plus to be able to locate a contractor In my area, despite the fact that they take the monthly fee. The next step Is a complaint to the Florida Department of Agriculture and Consumer Services. Taking money for services that you fail to provide Is stealing. Hoping calling attention to this culture of service with the parent company might have some impact.

Horrible Company if you need a big Item replaced, they will make sure they send the same type of contractors to "diagnose" or damage your system to AHS needs, my working AC was not cooling enough, first contractor arrived and "found" cables outside and noted the damage was "surge" witch AHS do not cover, send second contractor, noted more damage, cables disconnected, trash bag inside and motor locked...note this unit was working a week earlier, just not cooling enough. AHS denied claim now using "abuse" so, they sent a contractor that damaged the unit, a second contractor that verified first damaged the unit, then denied the claim even tho the dispatch CLEARLY states NORMAL wear and tear... their responses... we will refund you $100 and you can take the contractor to court... I bet the claims dept make their quota on denied claims...funny thing, if you look at those contractors in other review sites, many people have similar incidents with AHS, I think we need to start a class action lawsuit, this is not isolated.

They do not deliver what they promise! Cheap contractors that are not accountable and they even do not follow their own policies. Out to make a buck and zero customer service!