AHS American Home Shield

I have been an American Home Shield customer for almost 14 years. A service call was $15 or $20 when I started; now, it's $75 per service call. Over the last 6 six, AHS has gotten worse by contracting with the worse of, the worse for service. These types of businesses would go out of business if not for AHS, paying little to nothing for their service.
Now AHS has contracted out its customer service to some Asian country. When you call, you're treated as if you are lying, misinformed, hung up on, etc. For example, I had a problem with my exhaust fan, and the technician said he doesn't work on these. Contact AHS and told them it was a humidifier, but it wasn't. He didn't want to go into the attic. And AHS went with what the technician stated, even though I told the person on the line that I had the instruction in my hand and that the exhaust fan is not a humidifier. Needless to say, I had to hire someone off Yelp to repair the exhaust fan for $ 345, and AHS kept my $75.
I had a problem with my water pressure and hot water temperature. After calling AHS a total of 7 and then asking for a manager or supervisor, I was informed that none was available because they answer calls as well. No one updated the log to list my problems, how many times I called, or that the company did not respond to AHS calls or my calls. After six weeks of going back and forth with AHS, I hired a plumber to fix the problem for $871. Four weeks later, a supervisor called to follow up on my request to speak to a supervisor from five weeks ago.
Today I called AHS to repair a socket that the Verizon technician suggested changing. The socket is child protected; however, the socket is frozen, meaning the shield prevents the use of the socket. Not seeing an email, I called AHS back about an hour later and was informed that they could not locate a company to send out. However, AHS took my money, so I guess I'll search Yelp for an electrician and have the job done in a day or two. In the meantime, I will be searching for a new warranty company.

I had a policy with them and when it comes to cancelation they charge u extra for no reason be careful

This is the 2nd vendor I have dealt with that is trying to rip me off and American Home Shield does nothing! Since Christmas 12/17 I have had leaks/broken pipes in my drainage and toilet. The vendor contacted me immediately and was here but continually tried to convince me that I need to repipe my entire house! The problem wasn't his focus. Getting me to pay him $1400 was for a leaking pipe in my laundry drainage. He wasn't listening to the 2 issues I had. He never explained anything. Again his focus was on a pending doom of a plumbing issue. I contacted my home owners insurance and they sent a claims adjuster. This took 2 more weeks and I never heard a word from him except the day the adjuster was to arrive and he was "worried" and wondered what the adjuster said.(the adjuster and 2 other professionals shook their head because of the blatant lies and price gouging!) I called him after the findings and he has not responded and American Home Shield has done NOTHING to follow up with what is REALLY GOING ON. I have had 2 other professionals here and there are 2 broken pipes that need repaired due to age. Each time I call AHS the hold time is an hour for customer service. All they do is follow their script. I am going to CANCEL AHS! I do not know why I am paying them. I have wanted approval to hire another vendor and they are avoiding the situation because rip off plumber isn't responding to them either. What a joke. You buy this "insurance" and it is money down the drain. I thought it was a fluke when the furnace repair company was trying to rip me off and AHS. They don't know what is going on with their contract labor. They only want your money.

American Home Shield or AHS is a Premium Collecting company that will NOT provide the repair coverages that
Their Policy provides. They use low end Repair Serviceing companies who refuse coverage and quote twice the standard repair fees compared to Servicers who are not part of the AHS Service provided network. After paying Premiums for Whole House Coverage for 15 years and the $75 Service Charge, the very first time that I required Service on a non-functioning Garage Door Opener, the Agents at AHS refused coverage claiming that the "Spring" was not covered by their Policy. The AHS Servicer, Total Garage Solutions, offered to replace the Spring and then proceeded to upsell an additional replacement of the Steel Cables which were perfectly fine, quoting a price that was very high. On contacting another Garage Door Servicer that was not part of the AHS network, the same repair was professionally completed at 1/3 the cost. American Home Shield is a SCAM. Based on my personal experience, I would NOT recommend anyone purchase their Contract. I just cancelled my Contract with them after paying 15 years of Premiums without even once utilizing their Service.

I put in a request to repair my bathroom faucet as it was leaking. The plumber comes out and said it needed to be replaced. Problem is they will only replace it with a chrome builder grade faucet. The original faucet was oil rubbed bronze. Plumber said you can ask for a cash out and they will give you the amount of money to replace it with builder grade. No problem I will take it and put it towards the one I want. Plumber said he would put the paperwork in and to call AHS in an about an hour to request this because they would not call and let me know about this option. I waited a day and made the call, but AHS said it had no info about this claim. They placed me on hold and allegedly called the plumbing company. They responded with nobody answered at the plumbing company and a message had been left. This went on for 3 days! I finally got a representative on the phone with AHS and placed them on hold. Meanwhile I called the plumbing company and they said we have 10 people answering the phones they have not called. I merged the 2 calls and tried to work it out. The rep kept saying that the plumbing company need to file the request for the cash out. The owner of the plumbing company kept saying they had already done that and even gave him the confirmation number. The AHS employee kept saying the same thing over and over. Needless to say we finally get transferred to the the claims department where the gentleman finally approved the cash out. I was told I would get the check in 10-14 business days. I have still have not received the check. When I call to speak to someone all they can say is that the plumbing company has to request the cash out. I have come to the conclusion that I will probably never see the money! They are quick to charge my card every month, but I can't get anything from them. So, I have canceled my contract! I have taken the money that goes to them each month and placed it into a savings account. In the end they will not cover anything major and will only give you a credit of X amount of dollars towards the replacement cost. Save your money and sanity do not get AMERICAN HOME SHEILD!

Our AC is not cooling like it should, they sent out a supposed Tech, came in a regular truck, we live in the country, looked at our AC outside told my son oh that is full of dirt and bugs and has spiders, it needs to be cleaned, said it was fine and that was breaker was just tripped on it, my dad checked the breaker and it was fine, told my son he doesnt do spiders and bugs and doesnt have the equipment to deal with that, wrote AHS recommended our outside unit be replaced bc of it having cobwebs, spiders and possible rodent issues, which is doesnt, it may have some spiders and bugs and be dirty b/c it is the country, so ASH denied doing anything with the AC b/c of what Mikes Clean Air LLC wrote and if IM going to pay you a fee and the person is just gonna come check the freon and say there are too many bugs and he doesnt deal with bugs ect and they unit needs to sprayed off and told AHS he would not look or work on it b/c of that then why do I even pay for coverage, I requested a refund b/c basically nothing was done and my AC still is not working my home is still almost 80degrees and they refused the refund and refused to do anything and denied to anything b/c of the what the tech wrote about it having "bugs and pests" and that isnt normal wear and tear...SO high dissatisfied!

Poor Service and will only approve Cheap Quality Replacements. AHS Representatives will commit but their authorization department will disapprove.

AMERICAN HOME SHIELD is a fraud company. They take money every month religiously and when it is time to fix the appliances they don't do due diligence. I have a dishwasher that was leaking and when we 1st called they sent a person to check and he said rubber around the door needs to be replaced and next day he came in and put the rubber seal and said it is all taken care of. When we used a dishwasher on the same day, it started to leak again and we called the customer service again saying it is not fixed and needs to be looked at again. And they said they opened a ticket with resolving department and it takes 48 hours to call us back with the status. Since we didn't hear from them we called them after few days and said to customer agent that we haven't received a call from resolution department. For this again they opened a ticket with resolution department for not calling and asked us to wait again 48hrs (this is going on from almost a month n still waiting for them to call us). Every time we call them to ask for the status or to dispatch a new service person to fix, they seemingly need us to pay $75 again to send a new service guy to fix the same issue that initially started. We already paid $75 initially and that work is incomplete and now want us to pay again.
I do not understand this company there is no proper person that I can talk to or they do not call us back as promised, Every time it is a new agent to whom we have to repeat the history of what happened and how it has been a month and still not fixed, other than giving a solution or transferring to their supervisor they open a ticket again, and it is a same drill… wait for 48hrs. God this company is into cheating customers and extracting money but when time of fixing they have millions of reasons.
Well my Dishwasher is STILL NOT fixed even after a month and still going back and forth with customer service to know when they will call us with update or send a new service guy to fix. Very disappointing, AMERICAN HOME SHIELD is a fraud company, be careful n save yourself by not choosing them.

Avoid this company at all cost & save yourself the headache. AHS only uses 1 contractor in my WHOLE state. The contractor is supposed to call you within 24 hrs of the approved service call which never happens you have to call them multiple times just to get them to even come to your home. We've had an issue with our AC since the beginning of the season & they STILL have NOT fixed the problem. Their assigned contractor has been to our home multiple times after we made the same complaint of no cooling in our home…4 service calls later they "discovered" we needed a new condenser which was the problem all along. After being billed for EACH service call and for Freon that was never the resolve anyway. I have called AHS multiple times from May to even as of yesterday tor a status update on our repairs only to be told each time please hold while they call the contractor…each time it's a new story on why this has still NOT been handled. I have requested to speak with a supervisor MULTIPLE times to be told they will have someone call me and it will be escalated & no none ever calls back. They DO NOT respond to calls and or messages you leave for a status update. We are about to be in August we have central air in our home & 2 children with bad asthma that I have had to find alternatives for cooling my home to prevent them from being triggered due to the humidity in our home. I can't go to another company as they will find the issue to be pre-existing. I have paid for the warranty in FULL for the year & been jerked around. If I knew what I knew now I wouldn't have signed up with them they are HORRIBLE to deal with & know nothing about customer service. Their reps are RUDE & condescending as if I haven't paid for service they have negated per obligation of my contract for them to complete.

I do not recommend this company. I have been a customer soon to be ex customer. They do not care about their customers. And so far i have reported some issues and the company or techs that they sent out, most are worthless. Also these most vendors or so called techs. They are irresponsible and do not communicate. I have reported some issues to AHS so far they have not done anything. You call the customer service to report the bad service all they are trained to do is I apologize for the issue. But still nothing gets done. But yet they keep on with monthly charge. I currently have an issue AHS is aware and nothing has been done. Waiting for a part for 2 months now. Still waiting. Called the the tech several times keep getting ignored. I have called and chated with AHS Customer service several times have records. They say we will contact the tech still no response. All I get is run around and still waiting. Do not use this company they are the worst. AHS DOES NOT CARE ALL THEY CARE ABOUT IS CHARGING THE MONTHLY CHARGE. They deserve less than one star. I given them minus 100 stars the worst.

Public
Company response 7/4/2023
Dear Victor,

I do not recommend this company. I have been a customer soon to be ex customer. They do not care about their customers. And so far i have reported some issues and the company or techs that they sent out, most are worthless. Also these most vendors or so called techs. They are irresponsible and do not communicate. I have reported some issues to AHS so far they have not done anything. You call the customer service to report the bad service all they are trained to do is I apologize for the issue. But still nothing gets done. But yet they keep on with monthly charge. I currently have an issue AHS is aware and nothing has been done. Waiting for a part for 2 months now. Still waiting. Called the the tech several times keep getting ignored. I have called and chated with AHS Customer service several times have records. They say we will contact the tech still no response. All I get is run around and still waiting. Do not use this company they are the worst. AHS DOES NOT CARE ALL THEY CARE ABOUT IS CHARGING THE MONTHLY CHARGE. They deserve less than one star. I given them minus 100 stars the worst.

If I could give them a minus 5, I would do just that. I've been a paying customer of AHS for 20 YEARS. During that time, I've had to call them approximately 5 times. Once for a clogged shower, once for a ruptured booster tank inside the house for the well pump which caused massive flooding on the ground floor, and three times for my AC unit over the span of the last three years. The clogged shower was brilliantly resolved. The booster pump in the house was NOT COVERED because they claimed the part that IS covered is the little thing that sticks out from the ground well away from the my home itself. The first call I made to AHS for the AC unit to be serviced due to the compressor not working was NOT COVERED because they claimed the parts to fix the unit were no longer available. I HAD TO PAY THOUSANDS for them TO UPGRADE the old unit so that it could be fixed by them including the cost of refrigerant they themselves depleted trying to fix the problem. Year two - last year, I had the same issue with the unit. That time, they claimed it was a fuse, but we had to keep the unit on emergency heat to function properly. In February of this year 2022, the SAME THING HAPPENED AGAIN. Again it was a fuse- no surprise there since that is the cheapest fix possible. Today, the unit is still NOT WORKING and they refuse to send someone out unless we pay another $100. THEY ARE NOT REPUTABLE! And the last time I left a review, they claimed I was not a paying customer but I have automatic payments to them withdrawn from my bank account every month for the span of 20 years! You might ask why I don't just drop them? Because after 20 yrs of paying them thousands, they need to fix or replace my AC and Heating unit like they advertised they would do! I HAVE PROOF THEY ARE WORTHLESS! Perhaps a class action law suit is in order. What say you?

This is the WORST company EVER! Do NOT GET A HOME WARRANTY from them! It's a big, FAT Scam! They ALL are!

They lie through their teeth and make a thousand promises to get you buy their BOGUS plan! They do NOT cover ANYTHING! They initially told me that my service calls would be $45. The first time I called they denied that and it was $100.

They send contractors to your home that will ALWAYS tell you "American Home Shield doesn't cover that" and yet each time I called AHS I told them the problem and they guaranteed me it was covered. It never has been! Each time the contractor came to my home, they would say "but we can fix it for an additional $500 or $800 or $1,200.

It's a SCAM people! You will be throwing your money in the trash! They have deals with the contractors! One of the contractors told me he had never replaced a toilet in the 7 years he's been with American Home Shield. And yet they told me if my toilet couldn't be fixed, they'd replace it. Not ever going to happen! They will then keep your $100 service charge and get business for the contractor who is already in your home and will promise to fix the problem for hundreds or thousands of dollars more!

Don't fall for it! They are ALL scams but American Home Shield is the absolute WORST and Choice is a close second!

Then I canceled my plan on Monday, (and NO ONE there speaks clear English. I know SHOCKER right?!?!?!) and they had the nerve to charge my credit card again and told me there was a cancellation fee!

I am not stopping until these companies are investigated and shut down!

They are getting rich and doing NOTHING to help home owners! RUN, don't walk! Get far away from these slime ball, lying, no good scam artists!

Not worth the money and it's a huge hassle to use. If you need to call and speak to a representative they ignore your questions and comments and read off a script. I had a technician assigned to fix my washing machine, he took three days to call me, made an appointment and didn't show up in the 4 hour window, or call, or text me.

I left to run errands and then he called and wanted to come, two hours after the window. I wasn't home and told him so. He told me he is too busy to let his customers know when he would be there. I told him I am busy too and to cancel the request. I then had to call AHS to do this. The repairman was very rude and I will not allow him in my house.

I called AHS. The young lady I spoke too said I had to cancel with the contractor. I said I tried to and he said I had to call AHS. She said she would call him, then she said she couldn't get through and the voice mail was full so I would have to call him. I said if you can't get through how can I? I told her to escalate the call to a manager, I then sat on hold for 45 minutes before the line dropped.

I called back, next person said she would cancel it and I'd see the money back in 5-7 business days. I haven't seen it. I asked her to file a complaint and have someone contact me, of course I haven't heard anything.

I asked the representative multiple times if I would hear something back from my complaint. She wouldn't answer me and kept saying "I understand you have a problem with your washing machine." It didn't matter what I asked her, that is what she replied.

Now, I guess I have to either eat the $100 or call them back and descend again into the pit and abyss of hell of calling AHS.

So, my advice is run, run, run, do not give these people any money. You might as well have a bonfire in your backyard and toss it on there.

DO NOT GET YOUR HOME WARRANTY FROM THESE GUYS - AMERCIAN HOME SHIELD! Nothing they say is actually covered whe te time comes. We had signed up for AHS a few years ago for a property we had and we had horrible service then, We would pay the initial service fee and then afterwards the cost to repair the item alwasy came back as 'uncovered'. AND the estimated cost was double/triple what the cost is to get it repaired through a normal vendor.

For some reason I thought that service wold have improved after 10 yearsand signed up again but I was wrong. AS an example, they charged me $125 service charge to first find a vendor. It took them about a week to get me a vendor. (Mind you an overflowing toilet is an immediate concern and not 1 week old problme), The vendor came out about a week after the initial service request, and we got a estimate a few days later for a $650 cost to snake a line, which is an uncovered charge. I've cancelled my contrcat with them but spent money for zero service.

Please please find another company for your home warranty needs as this one will cheat you big time.

Service requests ******* & *******.
On July 18,2022 I filed a work order with AHS, the problem was our AC unit stopped working. A technician from MS Services Inc. came to our home and found the electrical circuit in the off position so she turned it back on and the AC worked for about 3 hours until the problem came back. I called the contractor and they sent another technician who found the electrical wiring to the AC unit was starting to melt! So he cut the wires and remove the melting wires and turned the circuit back on and the AC again worked for two hours. The next day and for the third time I called the AC contractor once again and requested a technician, the tech arrived and discovered my AC unit compressor was badly damage and because the unit was so old he would request AHS to replace the unit due to parts not being available for our AC unit du to obsolescence.

After waiting for two weeks for AHS to call me and schedule the AC replacement and not receiving a call from them I decide to call their office. I called on 7/29 and was informed by a customer representative that parts were ordered and I should be receiving a call from the technician to schedule the "repair" so I was confused because the technician had informed me on their their visit that parts were not available and I was going to need a replacement not a repair but I figure parts were found and my AC was going to get repair.
I did not hear back from anyone so on 8/4 I called AHS and was informed by an extremely rude dude that I needed to be patient and wait for parts that were already ordered and would be arriving soon. I have called everyday from 8/4 until 8/16 and was informed parts were on their way but 8/17 I asked to speak to a supervisor, she informed me parts were NOT ordered and I needed to wait because I was not the only customer waiting for parts/ Either AHS or the Contractor is lying to me. On 8/18 I was informed our AC will not be replaced. I continue my wait. Liars

Contacted AHS on Nov 23 to report the failure of a capacitor the company had replaced only two months. This affected our pool heater and pump. Dispatch #*******
No vendor has contacted us yet to schedule a visit

The system indicates "Pacific Pool has been assigned but that they have not succeeding contacting us" This is not true. I spoke to the contractor three times:
- Nov 28: schedule appointment for Nov 29 in the afternoon. No one showed up or called to cancel the appointment
- Nov 29: contacted contractor again to rescheduled for Nov 30. Contractor did not show again and failed to call to cancel again
- Dec 1: contacted contractor again they claim they could not come until Dec 5 and indicated they would contact AHS to have another vendor assigned

I have escalated the issue and was told on Dec 1st that Pacific Pool would come to the house on Dec 5. No one called. No one showed up

- pacific pools indicate that they are not the vendor assigned for the job
- AHS representative Jen indicated that nothing had been escalated and that whoever I spoke to on Dec 1 lied about setting an appointment for Monday

I was told by Jen that no manager or escalation team member was available

This is probably a great example of a complete failure to respond to a work order or provide a service

I am hoping all calls have been recorded as each representative has carefully hang up before the survey is transferred to rate their service

Please contact us at *******848 to indicate next steps as our pool is being damaged for not having a working pump for almost two weeks now

This summarises well the quality of the service AHS is providing to its customers

I am very agree with most of the reviewers who have given one star to this company. I am staying in Utah and know about other warranty companies as well. I will give 0.5 star to this one. Many reasons: they just want to take money and will always run away from the problem. I am struggling with ac problem, and several times they sent technician to repair, every time I end up giving several hundred dollars for refrigerant cost, apart from their one time service fee. But they never addressed the problem. I end up paying approximately ~ 1000 dollars for this but none of technician solved the issue. This time once again I paid their one time service call fee and this company has given me a "quote" of 810 dollars for excess refrigerant cost with a reasoning not covered is "normal wear and tear". Who is responsible? Why not they solved the problem in first time? Why they have taken money from me without solving the problem? If they never addressed the problem, why they are asking money again. How difficult to deal with such type of company, where you are paying several hundred dollars for the contract, service fee and top of that, they will never take responsibility to fix thing. This is one example, another one is also equally interesting. There was a problem in my furnace, they came and try to fix that and one of the technician made problem worst. A Technician concluded that parts of that furnace are not available and it is not repairable. In that situation, the warranty company needs to change the furnace. However, they asked me to pay 1800 USD. On the 8th of December, 2021, the technician replaced my furnace and I paid that amount to him. I monitored that furnace approximately a week or so in order to evaluate if that is working or not. It was not effective mainly because the capacity of this furnace is 56,000 BTU whereas the earlier furnace was 100,000 BTU. I immediately sent a message to that technician as well as called warranty company regarding that issue. However, there was no action from their side. I tried to call them repeatedly but unfortunately, no response. It has been several months since I am fighting for this issue but guys no response. It is something like you want to repair your car, and warranty company will give a bicycle for replacement. This is just few examples, which I quoted, hours are not sufficient if I keep writing about my other worst experience with them. So good luck to you, if you want to go for this company.