AHS American Home Shield

In November 2019 I requested service for a broken water heater. The company that was dispatched sent the technician 5 hours later than the scheduled appointment time. I was have work done in my house and the workers had placed two boxes in front of the water heater. The technician did not ring the bell but walked into the garage and left. When I called to inquire regarding the location, he informed me that he walked into the garage and saw the boxes in front of the water heater and left because he could not access the water heater. He was also supposed to repair the toilet (if you use this company, make sure that you have two items for the trip). He had no response. He wanted to return at 6pm. I had an appointment. I never got the hot water heater. One month later, they dispatched another company that couldn't come until January 2020. They came to rediagnose the hot water heater, two weeks later I called. The COMPANY supposedly mistakenly reported that the water heater had been repaired. Finally, this company said that I need to pay an addition $525 or the installation. The first company said that the uncovered portion was $179. I have had this company 10 years and it has become a nightmare to deal with them. Beware, stay away. I have three properties under warranty and if you value your time and money, don't deal with AHS.

I have called to them for my service they contacted to express appliances for repair they gave order for the parts but I haven't received them yet since a month ago I called them again they told me that they have to call them back to check out again I don't recommend any people out here I can cancel the insurance immediately if they are not able to fix my problem not a good service they provide I'm paying them 40 dallar every month but not getting good service again they recalled to the express let me see what happens next

Please do not buy this warranty i had issues they gave me run around hold for hours every time diff story and then i called because i was super upset wanted to cancel the warranty the person i talked agent id ******* name carol i think you guys can listen to the phone call i made around 4:30 Ca time on 5/26/20 she told me there was a charge 34 dollar to cancel the warranty i had paid for 12 months and used only for 10 months when she told me the charge i was gonna ask her since i am not getting any money back for 2 months left i rather keep it but she cancelled it when i was just asking her why have to pay 34 dollars to cancel which was not disclose when i was talking abt cancelling it anyways plz DO NOT BUY THIS HOME WARRANTY I had to pay them 125 and for repair 216 for 5 mins repair and i was told i would get some refund from ac company and might get deductible back i didnt want to get it done free i wanted to be fair

STAY AWAY! I've had multiple homes previously with AHS and had good experiences, not now! Whether pool, electrical, or any other service, AHS constantly looks for ways not to cover, claiming "not caused by normal wear and tear."
Example: I paid for additional coverage for my salt water pool. The heater developed a leak and died. The first technician said it was due to rodent damage. Denied coverage. Since the heater electrical was fine, and the heater is made of copper and aluminum, no way it was rodent damage. Called for a second opinion. Second technician said definitely not rodent repair, it was due to a leak that developed over time due to chemicals in the water. AHS said that is not normal wear and tear and since this was the second opinion, coverage denied and no further discussion.
Seriously? The 2nd tech said that it was normal since the heater was 10 years old.
Called in 3rd tech myself, paid myself for diagnosis -- leak due to normal wear and tear.
AHS will repair -- cost: $3,500!
AHS went round and round with explanations, including the heater was not designed for salt water. Great, that is covered according to the contract. But, no, AHS states again, no normal wear and tear.
Similar issue with an electrical problem in the house. Not covered. Got second opinion, and they agreed to address.
Total SCAM... buyer BEWARE! If you've used AHS in the past, it's not the same...

American home shield had a vendor come out to look at leaking pipe 3-21-2023 and I have not received a response from vendor and it is now 5-4-2023 The vendor came out and I have not been able to get a hold of vendor to fix problem in the last month. Called american home shield and they just say it has been escalated and wait 24-48 for the last two weeks. They have told me I just have to wait. This is not the service I have paid for.
I am still experiencing the problem. I call everyday now and get the same response we will get you a response in 24-48 hours. I have not gotten a response in 2.5 weeks since i have been calling to check to see what is going on. All they say is problem has been escalated and that is all we can do. I call the vendor everyday and no response, then I call American home shield and they go through the same routine the parts have been ordered. Then I have to tell them I know they are supposed to be ordered, but are they really i cannot get a hold of vendor to see what is going on. Then after I tell them that then call the vendor and say the vendor will not answer and we will send an email to vendor. So I will call back the next day and have same result. I have been hung up on by the call center when asking what is the resolution after 2 weeks of non communication for vendor. I will call again today and I promise it will be the same result. The last few times I call first then i go to the chat on AHS homeshield to try to get a response another way, but same result. The crazy thing is AHS still is debiting money out of my account while I am not receiving service.

Do not get this insurance since it is scam.
First of all, any time you have an issue you have to pay $75.00 for them to come and check the issue. Second, if the company that they have send has not fixed the issue you need to call American Shield to send that company back but they world not send them back right a way. For example, we had a leak that American shield had assigned a plumber to fix the issue. It took them 3 days to come to check the issue and next day we still had the leak and when we called American Shield they said they need to wait for plumber to send them the repot and that could take between 24 to 48 hours and since we called Friday now we have to wait until Money to find out when they will send someone to take care of this issue. Third, when they assign a company to fix the issue you find out that the issue is not covered by American Shield and you need to pay out of pocket.
My suggestion, save your money that you want to pay American Shield and use that money for when there is an issue, it will be cheaper and faster.

AMERICAN HOME SHIELD, is the worst ever. THEY ONLY TAKE YOUR MONEY. I have been with ahs since 2016, and their coverage is 10% of the warranty. THEY ARE SCAM! The local contractors are sad, the contractors are all bout making extra money. The work orders was for the plumbing, and appliances. THE CONTRACTORS WAS, CONCEPT RENNAISSANCE SERVICES, TOTAL AIR CARE POLOR PLUMBING, ALL BRAND APPLIANCES. PLEASE NEVER USED! I paid services fee of 150.00$ and my pay monthly fee 63.00 $. The work order was place on 6-15-2019 and NO RESOLUTION.

I had issues with my air conditioner in 2020. The contractor sent to house duct taped. My AC unit was older it could've caught my house on fire and AHS sent another contractor purchased a Bryant air conditioner for me had one of their contractors install it but wasn't able to order parts and wasn't a dealer. After speaking to AHS about the parts needed three weeks after they put in a brand new air conditioning unit I was told I had to contact Bryant and I had to pay for the repairs, it wasn't my choice what kind of air conditioner and the contractor sent is a goodman dealer not a Bryant dealer one part $350 labor yes the part is covered but yes that's the labor to fix it and I'm being told I have to pay for it. This place is a joke I had no choice of the unit and why would they put a Bryant an Air Conditioner and at the contractor doesn't., I had no choice of a unit and why would they put a Bryant a Air Conditioner in if the contractor doesn't have the ability to order parts? Stay away from this home warranty company

Description of Complaint:
I recently purchased a home. As part of the process, I requested and received a home warrantee from the seller/seller's real estate agent. The house was purchased on January 11,2022. The seller/seller's attorney purchase the home warrantee from American Home Shield. The American Home Shield contract number associated with the warrantee is XXXXX. On March 7,2022, I learned the pool heater and pool spa were not working. I called American Shield and opened a work order. They rejected the claim stating the that the pool is not heating because of something other than the pool heating equipment.
I asked them to clarify and they said they were not required to explain their decisions. Section I. 3 of the contract status that covered items include pool equipment "above ground, accessible, and operationally necessary components and parts of the heating, pumping, and filtration system". They claim that the pool is not heating because of something other than from the pool heating equipment.

Customer Service was horrible.

Horrible company, you can't email them for anything, you have to call, you can't cancel your account online, you have to call during business hours, long wait time on the phone, 20-40 min each time. Their venders are horrible for the most part, some are ok but they will try to nickle and dime you every time and you pay $100 every time you need a visit even if you need the visit on the same day for 2 diff toilets, it will be $100 for each toilet (just an example). Right now, I'm scheduled to wait almost 3 weeks from the time I requested service for a garbabe disposal to the time they can come install it and the company they are making me use is rude, so I went to home depot, bought my own and installed it. I'm trying to cancel my AHS account but they make it hard, can't do it on a Sunday, total BS, don't use them unless you want a lot of stress and want to waste money on service fees hoping to get a quality service provider. All of their web reviews are paid for, no google reviews, no real reviews.

Deanna

You guys are terrible! Worst customer service process I have ever seen! Managers are afraid to talk to customers or deal with escalations.
Agents are left on their own to handle customer issues with a very precarious process. Terrible company. In addition to not renewing the contract once it ends, I also don't recommend AHS to friends or family. In fact, I wouldn't even recommend it to enemies.
Also, when you give the option to rate your business with a stars via survey, I strongly recommend that you allow us to rate your company with ZERO star. One Star is too too many starts for this crap service. Also, instead of just giving us the option to choose ONE reason of why we would give ZERO star, please add the option "all the above". The overall AHS experience is terrible punctuality, poor coverage, poor problem solving and professionalism? This option is a joke! In a company where managers are afraid to talk to customers when there is an escalation and leave agents alone with a bad workflow, there is no Professionalism.
I hope my comments help this company get a little better and respect their customers. Today, this company couldn't be worse. Please stay away from AHS.ST

AHS - American Home Shield first sent us their sub contractor upon opening a service request. After making several calls and leaving 3 voice messages they finally called back after 3 days and said they do not service refrigerators. Then we called back and the sent another company. Same thing after repeated calls and leaving voice messages they gave an appointment. Tech showed up and said he cannot do anything and AHS will not cover anything because it is old Fridge and to call LG directly to see if they can help. Called LG support and they said Fridge is covered and they will send certified tech and he will replace the compressor free they will charge 125 service fee and 250 labor. Called AHS to cover the labor cost and they said they will not pay anything. I asked them to atleast refund me back my 125 deductible I had paid to open the request as their service contractors were not able to repair anything and it was waste of my precious time. They said they will not refund. I said please cancel both my rental property and residential and they said I have to pay administration fees and their retention team will call.
We are 7 people in family with 2 kids and also a 89 year old and had to wait 2 weeks and fridge is still not repaired.
Please stay away from American Home Sheild, they just take your money and put service charge and when it comes time to refund make excuses not to pay you.

Do not waste your money on AHS they will never fix anything just keep sending out vendors until someone agrees with AHS. Waste of money and time of frustration.

AHS CONTRACTING RELATIONS DEPARTMENT HAS MY FILE TO FIX MY FREESTANDING ICEMAKER FROM LAST SIX MONTHS DUE TO THEIR VENDOR NOT SHOWING UP FOR LAST 30 APPOINTMENTS, VENDOR SUNLINE APPLIANCE ONLY CAME IN OCTOBER 2021,
TOOK OUT ALL PARTS FROM FREESTANDING ICEMAKER, BROKE THE COVER OF THE DOOR, KEPT ALL OPEN PARTS ON FLOORS WITH NAILS, NEVER CAME BACK TO FIX IT AFTER PARTS HAS BEEN ARRIVED ON NOVEMBER 23,2021. FROM NOVEMBER 23,2021 I AM CALLING AMERICAN HOME SHIELD TWICE A WEEK, EVERY REPRESENTAIVE SAYS THEY ARE SENDING EMAIL TO CONTRACTING RELATIONS DEPARTMENT AND WILL HEAR FROM THEM IN 24 TO 48 HOURS. ALMOST WAITING FOR SIX MONTHS, CONTRACTING RELATIONS DEPARTMENT IS NEVER CALLING ME OR SENDING ME EMAIL HOW THEY ARE GOING TO RECTIFY THIS ISSUE.
SUCH A WASTE OF TIME. CAN NOT RELY ON THIS COMPANY OR THEIR VENDROS WHO
DOESN'T HAVE VALUE OF THEIR CUSTOMERS.

This is their "third strike" Their rates have gone up from $60/mo. To $80/mo. They refused to repair my refrigerator. They refused to repair my plumbing without documentation of why. They couldn't repair my washer. I got the part and installed it myself. Now they won't refund the part or the service call. Customer service is a joke. Those poor people overseas, don't have a clue. The standard reply for anything more complex is that "they will have to refer it to their supervisor or escalation department and you will have a reply is 48 hours." That NEVER happens. I sent a request for the refund to the email I was given on 1/18/21. Never heard back. Resent 3/16/21. This company is a ripoff. For the monthly fee and service charge over time, you have already paid for the repair of the minor things they actually cover.

They couldn't repair my plumbing because of "house movement" but had no back up from the plumber as to what "house movement" was. The plumber did not inspect under the house or use a camera to diagnose the problem.

My refrigerator had some rusted out interior parts. They ordered the replacement parts. One part was backordered so they refused to replace the parts that were available. Then they wanted to replace my mechanically sound high end refrigerator with a cheaper model. I declined. I watched the websites and when the parts were available I called back and scheduled another service call. He ordered and installed the parts. So 15 months later they actually did do something. Definitely not worth the cost and aggravation.

This is the worst company, I will never have AHS again. I had my oven break and two weeks later they had a very pleasant technician come out to look at it and it was determined that the main control system was broken. They were going to look for the part to fix it and if they couldn't fix/find the part then they would replace. Sounds legit right... wrong I called every week for nearly two months and everytime I would get the same answer that they were still looking for the part. Meanwhile no oven. Then they offered me a pathetic $289. I asked what that was for they said for the part. "What part you just said you can't find it". Then well its the best we can do. So I rejected the cash out. They proceeded to continue "looking" for the part. Then the technician calls me and is flabbergasted that it is now 7 weeks later and that the oven still hadn't been fixed. He said AHS found the part. When he called them back they apparently called him a liar and didn't have the part. I called and they couldn't tell me anything they weren't sure what was going on. Meanwhile "I assure you, I will personally call you with up dates". Never received a call I always had to call them and they never knew what was happening. Anyways I hate this company I just want my oven to work so I can cook. I couldn't even do Thanksgiving dinner for my kids which was extremely disappointing.

I joined in december. After going over everything we have that can breaks down the ahs makes the promise everything is covered and if they can't repair it will replace it. You call in a service request. Wait 2 weeks for a person to call then wait 2 weeks for a repairman to show up then wait 2 weeks for parts.
Here is my complaint's. AHS sends out Prolite home appliance repairman comes out to fix our may tag dryer, he says i'v had one of these and no problem, it's making a hell of a lot of noise. The day he came out to fix it i was bringing my wife home from the hospital [stroke] i walk in to turn on the dryer and you have to $#*!ting me. I don't think he turned it on the noise still the same you can hear it thru out the house. Called shield and they were going to get back with monday have not heard from them only they said it's making a noise your not covered. Thats one the second one is fresno city plumbing my spa motor went out and they have left us hanging for 2 months still waiting for a answer. I been a business man for over 25 years and i would never treat my customers like AHS has treated us. and they people the hire to do the repair. They take my $$ and we have no satisfaction. Warning find another home warrantee besides AHS you'll regret it.
Berl Calif

I purchased this warranty for my older home and to give my family some peace of mind if things went array while I was traveling for work. The prices have gone up every year to the high price of $71.99 a month, in addition to the $75 I have to pay for each visit. I have called them approximately 10 times over the 3 years and the contractors they chose to do business with never actually fixed the issues. The washer, microwave and garbage disposal all needed multiple calls because of the bandaid fix didn't actually fix the issue. I was without appliances for weeks and the warranty says they'll replace if it can't be repaired and when it came to the washer, they said we broke it and the warranty doesn't cover it! It came with the home and we had barely touched it but it could have been in rough shape but I had to put the money out to fix it anyway. The microwave was broken more by the contractor and then they refused to return my calls to actually fix it. So after 3 years I decided to cancel. Made the call to cancel was told it would be taken care of and I wouldn't be charged anymore. 3 weeks later I get another charge, I message on the website chat, was told they could take care of my cancellation and after 30 minutes of fear mongering where I just asked to have my account cancelled and a refund processed I was told I had to call again. Mislead and lied to from the beginning. Put away $72 a month and you've got enough to buy new appliances when they go out. Save your money, time and patience and stay away

Please READ the CONTRACT in DETAIL before purchasing. You have to pay your co-pay before a contractor is dispatched. The contractor has 24-48 hours to call to schedule appointment. Note, I said schedule appointment. The appointment could be scheduled a week out depending on availability of the contractor and prior appointments scheduled.

This is by far the worse company I have had to deal with for warranties. It is going on four weeks and my washer and dishwasher still are not repaired. AHS makes contractor locate parts to repair. Contractor found a vendor for the parts, however, on backorder with no promise date. This means, there are no parts. Contractor recommending replacement due to parts availability AHS has a purchasing department for parts, they are going to have purchasing department try to find used parts, even thou it has been recommended to replace. I have no idea when these work orders will be closed. If they replace with used parts, I anticipate future service calls.

My refrigerator stopped working. I called for service and was told the contractor had 24-48 hours to respond. REALLY, my refrigerator is dead. I need to wait two days, plus another 2 days for AHS to approve. I had to buy refrigerator on my own and AHS will not reimburse because I couldn't wait 1 week for them to go thru their B/S approval process.
DO NOT... REPEAT... DO NOT sign on for this contract. Find another company and read their contract in detail before purchasing. GET the FULL contract...