AmericanHomeShield

Waited three weeks for the one-star contractor AHS hired to fix my fridge. After countless days of their contractor telling me he was coming today then not showing or calling to inform me, I decided to cancel the contract I had the AHS. Man let me tell you, speaking with their customer service representatives is horrible. They will hang up on you, put you on hold, cant answer anything, and whenever you ask to speak to a manager you get the same thing every time they will call you back in 24-48 hours which would be fine if they ever called me back. I must have heard that over a hundred times. Then if you decide to make the smart decision of cancelling, they make you jump through multiple hoops and will even try using the 24-48 hour line.
After everything, they ended up making no repairs or replacements in the entire time I paid for their service. They were kind enough to provide me tons of unneeded stress, countless wasted days, and to top everything off a $60 cancellation fee. Needless to say I was pissed about giving $60 to them for doing nothing, so I asked to speak to a manager to avoid paying the fee.
The employee informed me that they are told to never escalate a call by handing the phone off to a manager. Absolute trash.

I would give zero stars if I could. They dont cover what is in your contract, then when you try to speak to a Supervisor they ALWAYS say they are not available but tell you a Supervisor will call you back but that never happens, then they try to double charge you on service calls you already paid for and they let you know this by e - mail that you can not respond back to because it's one of the no reply e mails so you are forced to call them at their overseas call center and wait on hold for 2 hrs. On average and then when you get through they will not answer your question out right then they hang up on you. When you ask them for their legal representatives point of contact so you can have your attorney contact them they out right deny that to you. I will never ever ever use this fraudulent company again. Oh and did I mention their website has no other number you can call but their overseas call center and they conveniently have a no class action lawsuit clause in your contract only small claims court which they give you no information when requested so you can give it to your attorney to make case for small claims court. Do yourself a favor and look at all the scams they have pulled on people on youtube.

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 called American Homeshield on 6/15/202, paid the fee for service and it is going on One month that I have been without a Washing machine. In the interim My family and I are lugging clothes to the laundry mat, and American Homeshield seems extremely unbothered by my many calls regarding the status of my repair. To add injury to insult the technician assigned to my case is rude, unprofessional, and dishonest about why he has not come out, he went as far as to send an email to American Shield and myself saying that he came out on 6/17/2021. Beware that the customer service reps are outsourced to India so there is a lack of cultural understanding that being without a washer for three weeks is a pressing issue.

Have been trying to get my washer fixed for 4 months. They keep coming out and try and diagnious issue and order more parts and ndifferent person co

We've had American home shield for a year and it was time for renewal. That's when the snake raised his head. We were told on the reminder Email that we didn't have to do anything and everything would go on as before. I checked my account to find out they overcharged me. Talked to their rep. To find out nothing but unfounded excuses. Couldn't settle a simple mistake so we decided to cut ties with this company because if they can't handle something as simple as this, I wouldn't want them trying to assist with something in my home.

I did a service request for my garbage disposal and AHS assigned Immediate Response PLB & Rooter SERV INC out of San Antonio to do the repairs. The contractor called Tuesday and stated that they had no parts and the earliest they could send someone out was Friday. I said NP. Today she calls and says they can't come out on Friday they can come out next week. I said unacceptable. They haven't even come to my home to do a diagnosis to see if we even need a part! I told the contractor I would call AHS and request someone else. She tells me ALL contractors are having the same problem I guess to convince me to keep their business. As I was contacting AHS I realized that Immediate Response PLB & Rooter SERV INC was a company we had a bad experience with in the past and that their service was horrible. When I talk to the rep I inform her of our past encounter and I tell her I definitely don't want them coming to my home and that I made a complaint to corporate on them. She then tells me that my contract states I can't change the contractor assigned to me by AHS! I said are you serious? I had a bad experience with this contractor and you're telling me that a company that did me wrong and I made a complaint on I have no choice but to let in my home? I told her she needs to stop reading her script and look at her algorithm and look where it says "special situations call manager." I asked for her manager. She puts me on hold for a long time and then the phone hangs up. She calls back and says her manager will call me. It's the evening and no one has called me back. Half the reps don't know what they're talking about but they wonder why the customers get so upset on the phone.

This review is meant for 2 reasons. 1) to dissuade anyone from using these guys. I will get into that in a second. 2) to hear from anyone else who has had issue with these crooks.

So, first off my wife and I are 1 year and change into owning our home. During this duration we had the AC freeze up and stop working. We submitted a work order and had the guy come out from May's heating and air as that it who they predominantly deal with. (We are in Charleston, SC.) The guy came in, diagnosed it as a needing more freeon and left. Didn't charge for freeon this time but we spent $75 for a service fee. Flash forward to March. The AC crapped out AGAIN, showing that the job didn't get properly diagnosed. So they sent out another tech. Another $75. We informed him of what happened last time and showed him comments from HVAC techs on a subreddit after taking pictures of our unit with our issues to provide him with better resources. After calling AHS and May's it seems that neither one of them have any record of the first visit. They 2nd guy did the same thing after being 3 hours late to our house from the time frame they gave us. Now, this time they charged us $275 for the freeon. We have a 30 day recall period and our warranty was running up. 2 days after the recall period, our AC did the same exact thing again, it is now more than obvious that the job wasn't done properly. May's hasn't offered to help in any facet. AHS is even worse. We have been calling non stop for a week. They keep giving us the run around and all they have done is give us the email for their legal team. It is an error on both of their parts and we have thrown away over $300 plus the yearly warranty cost of $675 to basically have our money taken away from us, for a service that wasn't properly done. It honestly feels like we paid all that for absolutely nothing. So, to everyone reading this do not under any circumstances, for any reason whatsoever, at all, ever use AHS or May's heating and air. We are only asking for the situation to be rectified, we don't want to take it further, but will if necessary. I don't know anyone who would be a fan of spending hundreds of dollars and having nothing to show for it. Do you?

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.

I have put in several claims with this company this year. Customer service will put you on extended hold times, as standard procedure, don't speak very good english. The site will close your claim before it's fixed, or be behind the status. They hold up fixing things, making the contractor jump through hoops, over and over. I dread anything breaking now, because I have to deal with them. Can't wait for the warranty to end now and get someone else.

Phoned AHS on Saturday 7/11. They dispatched a company from Kingman that was in the area. Turned out to be a part not on their truck. I told the contractor that weareboth 75 and havemajor medical issues and anyhelp in expediting the repair would be appreciated. I phoned AHS the nextday Sunday the 12th and waited 1 hour to speak with someone about our psrts request. I also told them of our medical needs. I was told trhat the partrs werealready ordered and assured me that they were doing all possible. It is now Tuesdat night and not a word from AHS or the contractor.
So it is apparent to this consumer that mAHS did not do the correct thing and have our part Next day Air shipped. I believe they just put it on a truck and is still comiming. This is no joke here where we live. Temps on Saturday were 116 then 118 and again 118 today. We aremiserable. Noplace to go with A/C.
WE believe that AHS did not look at the mitigating facts and in fact did not do the rigt thing by having our parts air shipped. Pretty sad & dangerous when they only consider their bottom line.
I would advise anyone looking for home coverage to shop around as AHS is not your ally in times of real need. God knows when this will be completed. They are AWFUL to correspond with and not much compassion. Not happy and a long time loyal consumer.

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.

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.

Worst company ever. What a rip off! You pay for absolutely nothing! Would be cheaper to pay your own contractors as most do not charge a service fee and American Home shield charges you the customer a service fee for every service request along with the price you pay for the warranty and then they will pay around 5 to 10% of any repair bill leaving you the customer with the rest. Example of this. Have a bad garbage disposal. They will pay $141.00 my cost $385.00... why? Because AHS doesn't cover the "modifications" (bringing the plumbing/piping to code) and/or "accessing"(drilling the hole) for the work to be properly done. I have been in a constant battle with them for the past three weeks to get six plumbing issues including a gas water heater that went out and AHS wouldn't pay for the vent work which was leaking carbon monoxide into my home to be replaced... again... my cost for the vent $2 to $4 thousand... their cost $210.00. Scam company. Sends out their own contractors who look for ways to cost you the consumer more money then the warranty company will put out. Save your money, find your own contractors that you trust to do the work instead of the subpar contractors they send to your home. And I recommend to anyone already in this warranty trap with American Home Shield to contact their States Attorney Generals office and file a formal complaint to stop this company for scamming and victimizing other people out of their hard earned money as they have done to me. American Home Shield needs to be held accountable for the scam they run on the consumers who purchase their warranties thinking they will be taken care of in the event something happens to /in their homes.
Buyer BEWARE! This company is NOT on the side of their customers!

Prompt service. I got a phone call from the repair company within minutes of submitting the service request. They were ready to come out at that moment. Very professional and thorough.

My ac went out and AHS sent a contractor over.He condemned my system and said it had mold without even testing it.He refused to look at it and said I need a new system. Charged me witch I refused to pay (because he didn't even hook up gauges or address the problem. Said it was electrical. I looked at system after he left and found ac condenser drain was stopped up. I cleared it and got system running myself.Its been working for several month now. AHS sent me a bill and did NOTHING to help me. Terrible service a total bureaucracy and run around. I dropped them and am totally dissatisfied. I am glad I didn't get ripped off but they need to make some type of amends to there subcontractor and the inconvenience they caused me and my family, As of 01/11/2016 my ac is Still working!. AHS never apologized or attempted to take care of me or keep me as a customer. They are too big to care about one home owner. Show they are all about the money and not taking care of people!

My experience with their reps was positive. They were professional and courteous. I am satisfied with their services after switching. They were recommended by my family and they said it's better. However, I wish they could improve on the follow up service, especially confirmation emails.

The service technician was very courteous. He made sure he addressed our concerns. He did an excellent job with the repair and made sure we were satisfied.

Arrived on time. Did a great job finding and repairing the problem and cleaned up afterward.

The service was quick and he stayed to make sure everything was working properly. Great customer service. Thank you.

The response time was very good. The men called and were on time had a working knowledge of what they were doing. Took care of the problem and offered an explanation and answered all questions.

They called me promptly to schedule the service, the guy showed up when he said he would, he repaired my garage door opener and I am very satisfied with the work.

All the techs were very nice and explained the problem and what they did to fix it. Wonderful and quick response.