Purchase AHS warranty for my home on 11/3/2022; was told all systems were covered. I was
ToId and I have a copy of my 14 page policy summary that I had $5000 in air conditioning
Coverage. Air Conditioning compressor blew up after resetting a breaker that had tripped;
Opened service request with AH S, they sent a tech out; waited 6 days (in Texas heat) to
Be told AHS says not covered. Received call 4 days later from technician representing and every call; being charged to cancel a policy - when the account summary clearly stated "
Cancel at Any Time". PERIOD

Full disclosure: I have initiated a social media campaign to boycott AHSand warn others of their
Practices. SeeTikTok - suzieintexasusa

I will continue to voice my outrage until I amcompensated per the ACCOUNT SUMMARY. Our unit
Was a 7.5 ton, 3 phase unit - AHScovers {and I clarified upon buying the policy in
11/22) up to a 5 ton unit at $5000. It does not say LIMITED TO A 5 TON UNIT. I agreed at
That time and with the sales rep that any charges over the replacement of a 5 ton unit I
Would be responsible for. AHSalso states that the unit must be on a single family residence of
Less than 10,000 sq ft to be considered residential and not commercial; my residence is 3300 sq
Ft and single family.
If in fact they do record their calls for quality and assurance purposes, I can assure any attorney I might hire for breech of contact will be subpoenaing those call logs.

UPDATE: AHS sent me an option to buy out my claim and I accepted thinking it would be at least half of the $8300 I am out of pocket (Policy Limit was $5000). I got a check for $688. WTF. Stay away from AHS.

AHS(Airtec services) saying AHSdeclined claim, but that they themselves would replace unit for a cost 14,900.00 out of my own pocket.

Contacted our own tech and are able to replace for $8500. Called AHS to ask for
Buy-out and see our own tech, only to find out that they deleted our original ticket/claim from
The system; I did cancel the policy and was charged $49.99 to cancel; again that information is
Not disclosed 14 page account summary provided.

On 7/18/2023 I phone AHS at 8:28am to inquire as to why my ticket/dispatch order has been
Delet ed from my account profile and " Linda" stated that my claim was closed because I didn't
Want to use the tech they sent and move forward with paying the replacement out of pocket
Tc, t h e m. Additionally, "Linda" stated that my claim was still in the approval department
And that no decision of denial had been rendered. When I explained to "Linda" that
1: I have copies of the original denial information; and
2: I didn't want to spend $14,900 when I could have it done by a local and reputable tech for $8500. At that time I also explained to "Linda" that I had up to $ 5 0 0 0 coverage and I expected a buy-out since I was replacing the unit myself, she
Explained that the coverage for a compressor was $1,700. To which I stated, "great send
Me a check". She placed me on a brief hold to transfer me to a supervisor to excellerate
The claim, but that depart ment wasn't available to speak to me.

I am angered about the deception and what coverages are really available; the deletion of a
Fil the ability for their authorized tech to try and bilk me of thousands of dollars; the
Inability to speak with someone in charge and I get a different answer each time I call.

UPDATE: AHS sent me a check for $688 = WTF and how is that even near the $8300 I am out of pocket.

I have been with AHS for over 15 years. Each year I said I would not renew but end up doing it. Today I have cancelled my service. Reasons are:

1. My refrigerator went out in Feb 2022. It is now Jun 2022, still not repaired by AHS. I keep getting the same response options, continue waiting for a part to arrive or have the board removed and sent in for repair. Sending the board in for take a minimum of 2 weeks, at which time I would have NO refrigerator at all. Somehow that seems like a reasonable response to AHS. I was able to find well known company to come out and it was repaired in 2 days. AHS will NOT refund me any money as they state I did not explicitly ask permission first.

2. My a/c finally died. Fully expected it to happen, so not a surprise. However AHS sent the wrong phone number to the clown service they selected, not once but twice. When I called the vendor to find out when they were coming out, they said in 3 days since I did not answer the phone when they called. They informed me of the phone number they had and it was the WRONG number. They would be willing to come out the next day if I paid an additional $150 service call fee on top of the already paid fee. I contacted AHS who once again gave the wrong phone number out to the vendor. I have no idea where they got that phone number, never had it or used it. I requested AHS to send another vendor instead. They told me they would do that and confirmed the phone number. AGAIN, they gave the wrong phone out. When I was finally able to determine who the new vendor was, I contacted them and was told by the wife of the owner, who answered the phone, it was too late to schedule any appointments. It was 4:45pm on Friday. They were going out of town and would schedule the repair when they returned, in 3 days at the earliest. This is all transpiring in Phoenix, AZ. It was 110 degrees and was expected to match or go higher over the next week. I finally called someone else. A complete new unit was installed before I got a call from any so-called AHS vendor to schedule a service call. AHS will NOT refund me any money as they state I did not explicitly ask permission first.

Well they have now lost a very long-time customer. It feels to me like they don't even care. How sad it is that money is the more important thing in the world to some businesses. If the customer is happy, that's a bonus, if not, just part of doing business.

Utterly abysmal customer service and communication. The WORST customer service experience I've ever had. AHS is a complete nightmare to deal with.

I put in a claim for an Air Conditioning service call on June 15 (Contract #*******). It's now August 5, and I still have no idea when I can expect a fix. I've already paid $350 out of pocket. Neither me nor the local HVAC company (which American Home Shield assigned) can even verify whether AHS has ordered the part we need. There's no way to contact anyone except by calling AHS's Customer Service line. But their Customer Service reps can't speak to any other departments, can't transfer calls, and can't escalate calls to any sort of supervisor. (Many many reps have told me that, so it's not just a one-off.) There's no feedback or complaints line. I've tried emailing every address I can find, Tweeting, and sending messages on Facebook. Nothing works.

It's been a nightmare from the start. I'm in Southern Georgia and it's HOT. I'm also disabled and heat makes my issues much worse.

First, AHS did not contact the HVAC company when there was an issue with the tech's paperwork. Took a week of me calling to determine the problem. After receiving the right paperwork, AHS delayed ordering the part for another week. No idea why. After many more phone calls from me and from the HVAC company, AHS finally ordered a part that took 3 weeks to arrive.

As it turns out, AHS ordered THE WRONG part. The HVAC company checked their paperwork—it was definitely AHS's mistake. AHS took another week to respond to the HVAC company again. And the HVAC company had to resubmit all of the paperwork again. Another week-long wait for authorization.

AHS finally authorized the second order for the right part (supposedly, but who knows at this point.) They said the HVAC company would get an email confirming the part was ordered, with an ETA.

The email never arrived. It's been 2 weeks since then. Now we're stuck in limbo. When the HVAC company calls AHS for an update, there's a 3 hour hold time for the dept they need to talk to (Purchasing). No other dept can update them, or even check to see if the part has been ordered.

When I call Customer Service for an update, they say they don't have any information since the very first technician diagnosis visit—2 months ago. According to the CS rep, if Customer Service wants to talk to Purchasing to get an update, they have to wait on hold for 3 hours too.

At this point I'd be willing to wait the 3 hours myself, but as a lowly customer, I can't get the phone number for that dept.

They've also outright lied to me. On my last call, the rep put me on hold so they could call the HVAC company. Claimed they'd given the HVAC rep a new phone number to use, to avoid the 3 hour wait. I immediately called the HVAC company to confirm—total lie. They'd told the HVAC company to call Purchasing and sit on hold for 3 hours.

Utter nightmare. We've had the warranty for 4 years and this is my first claim. My family members hold several AHS policies. As soon as I can get my money back or get this issue fixed, we'll be canceling them all. Totally pointless if this is what it takes to actually USE the service we've been paying for for 4 years.

I bought a house 10 years ago that came with an American Home Shield warranty and I renewed my contract every year. So your looking at about $7000 plus the service fees of $75.00 every time you need to use your warranty. In 10 years I may have used my warranty 3 times. No problems. They came out fixed the issue and life goes on as usual. Well until now... My AC stopped working. They weren't able to fix it. I'm thinking no problem if they can't fix it they have to replace it according to my contract. UNLESS they contract out an AC Company that knows how to work their system to suck more money out of you! This AC company wanted to charge me $1600+. They gave me some bogus story about needing to put Freon in the outside unit and having to move the unit in the attic in a different area for rewiring. They really must have thought I was that stupid because I'm a "mature" woman! I even asked the Home Warranty Rep. Why I needed Freon in a supposedly NEW unit when Freon is going to be obsolete by 2020. He said that was a good question and didn't know how to answer that. I"m thinking those crooks are trying to install a refurbished unit in my house. Duh! My house was built in the 80's so the access to the attic is one of those pull down cubby ladder access. Those scoundrels were too lazy to want to take the old unit apart; take it out of the attic and depose of it properly. They probably thought that I was too old to get up in that attic and I would never know. They thought they could get away with it AND charge me for "rewiring".
So then I asked the AC company if I was going to pay them $1600 what kind of warranty were they going to give me? She told me, "None. I had to continue to go through American Home Shield." I told her that I was not happy with AHS and that I will not be renewing my contract with them. So if they were going to do the work I wanted a warranty. She said they didn't do that and repeated that I had to go through AHS. She then proceeded to tell me that the $1600 was just a base price and that it could cost more. SCAM ALERT! Needless to say I cancelled that appointment with those #&%$#%^&. I called MY trusted AC Company that I use for my business and an other house. I had him install a brand new AC unit to the tune of $4000 and it came with a 10 year parts warranty. LESSON FROM MY EXPERIENCE... Save your money so you can use it on a company you trust. ALWAYS do your homework and read reviews BEFORE you go with any company/business. American Home Shield obviously does not vet their contractors. I hope this will help someone avoid making a very costly mistake.