Where is American Home Shield  Corporate office Headquarters

The customer service is the worst I have ever seen. Have a washer that needed to be repaired since 2018 and now a dryer. American Home Shield sends out the same repair service that refuses to do the work because they are full size in a small laundry area. The contracted company claims that because they only have one technician and he can’t get to the back of the machines, he can’t do the work, but they refuse to refund my money for the service fee or send someone out that can use a dolly and move the machines. What a joke for a home warranty company and so not worth the money. They also refused to repair a pipe under my sink because “we no longer work on galvanized pipes”. Don’t waste your time or money with this company. The monthly price keeps increasing and the covered work decreases. Not to mention that if you submit a claim from different systems, you have to pay separate deductibles. Reporting to the BBB and Action 9.

This is the worst company ever I have had them since August 2023 they have went into my account when they were not supposed to. I just got off the phone with a customer service rep regarding my refund that was supposed to be given back to me. Mr. Robert asked as if he did not know what I was talking about. I ask to speak to a supervisor and was told that I could not speak to one. Please read the reviews everything that’s being said about this company is true.

Ray Robinson Linda Robinson North Charleston South Carolina 29418-5320 Eva Street required services to be done at this address and it was never ignored and it was never done due to attack and technicality of a receipt we have a comply with the American on shield and they have a comply with us where we had something broken or it’s not working they either fix it or replace it now the situation is that is winter time and we have been in this dilemma for several several years now oh well getting older and we’re not moving this is our home but they refuse to put to replace the heating unit that’s underneath the house there they refuse to replace it and the contractor that they sent out to do the job he placed it on the ground itself and all the moisture ate it up at 1:20 we was breathing and toxic fumes our neighbor he went and checked it out for us and say man you guys are breathing in that toxic feeling because your heaters is broken it’s not working anymore it’s damaged so I would appreciate it if you would tell that your company regardless because they give us a second hand unit anyway the police come and replace this heating system I need these underneath this house bye we don’t want it underneath the house we want it on the side of the house we really would appreciate this elderly seniors citizens now I’m disabled and handicap and I cannot work no more and yes it’s cold in this house and with with all of these electrical heaters that we have in this it’s not it’s not suitable anymore for us it really isn’t any other time we call them to come fix something they come and fix it no hassle except for this time so please check into it for us we would appreciate it 843-468-38 30-843-813-6528 thank you

Customer service is so bad it’s almost comical. They sent an incompetent, lying contractor to my house who did nothing to fix the problem. Two months of following up AHA them to get this resolved, they now tell me the 30 day limit has passed and I need to resubmit a new payment and request. I have been getting the run around and my water heater is leaking more now.

I have tried to get this cleared up and customer service is unable to connect me to your escalation dept. I called in”last month to have my credit card removed from my acct as I was paying through my bank acct bill pay it wasn’t taken off so this month in January I have paid twice per my bank acct but according to customer service which is terrible they are not removing my card unless they have another means of payment. I am going to file a complaint with the attorney general of Texas. They show the payment to my credit card but not my bill pay posted to my acct which was processed first on my acct and sent Dec 29 .

Your company is a scam and you should be ashamed of yourselves for taking peoples money. You do not provide any service to your customers.

American Home Shield should be put out of business. Just reading through everyone seems to have the same services. Which are dishonest and inadequate. It would have costed me the same to not have used American Home Shield. Only I would have had my furnace installed 7 weeks ago.

Charges were maid on cancelled account!!!! Policy was useless and money were wasted!!! Bad customer service and communication was even worse

The American Home Shield Company is the worst company I have had to deal with in over 50 years.
This started out with a simple request to repair a dryer on September 19th. A Tele-review was done. A technician was sent out and arrived on October 1st. He made three attempts to repair the dryer , which is over twenty years old. His conclusion which was sent to American Home Shield was the system is old and a replacement is required. On October 3rd I received an email that additional parts are being ordered, for a twenty year old plus dryer. The parts are supposed to arrive by end of the day 5th. Then a call needs to be scheduled. Now I am going into my third week.
AHS should be avoided at all costs. If you continue reading the other comments. you will not find one positive.I tried to call the “Headquarters” number and it put me right back out to the service people.
I am a step away from going out to buy a new dryer. I will be elevating this to the Better Business Bureau, the Pennsylvania Attorney Generals office, and the Major Philadelphia news channels.
This company should not be doing any business at all , based on how they handle requests and obviously have no urgency in correcting the issue.

I would like to know how to submit a complaint please

Contract Number: 624031308. Have been an AHS member since 2013 (10 years now). Very very unhappy with the recent claim rejection of HVAC systems of my house. Feeling disillusioned after making all the payments for the last TEN years – only to be duped when the time came for AHS to do its share.

I am planning to lodge a formal complaint to the Attorney General’s Office of NC to look into my complaint.
But wanted to give American Home Shield a chance to resolve the issue if they wanted to do so.

Fred Neill
Cary, NC

Contract Number: 624031308. Have been an AHS member since 2013 (10 years now). Very very unhappy with the recent claim rejection of HVAC systems of my house. Feeling disillusioned after making all the payments for the last four years – only to be duped when the time came for them to do its share.

I am planning to lodge a formal complaint to the Attorney General’s Office of NC to look into my complaint.
But wanted to give American Home Shield a chance to resolve the issue if they wanted to do so.

Fred Neill
Cary, NC

Warranty # 626921018
I called for a service request for my corroded faucets. A technician was sent out and he inspected all of them. He stated that they were corroded and needed replacing. As you can see from the below corrosion is covered and the other picture states that the estimate was received from the technician to AHS. It states estimate is approved. So why am I getting the run around about replacing my faucets? Weeks have gone by and I’m sorry I have been patient and was nice each call except this last one because at this point this is a bit ridiculous. Anyone in my position would be upset. I need this addressed.

It will not allow me to attach the screenshot of my estimate for Myers approval for some reason

Called your outsourcing number for the 10th time today and No American representation. I need my refrigerator replaced ASAP. It’s going on day 10. The outsourcing department informed the parts will arrive on Friday the 8. No definite date
I need someone from the appliance department to call me this is unacceptable

I need someone from you office in the United States to contact me regarding my refrigerator. Parts on order but they no longer exist. I’ve been without my fridge for 8 days now. 810-853-3058

American Home Shield’s mission statement

“To empower homeowners to feel confident and in control of their home. We want to help you keep your home running smoothly, all the time. We aren’t insurance. We provide plans for people with home systems and appliances they’d like to keep in working order, regardless of their age or condition.”

The mission statement mentioned above is far from the level of service expected and I felt there was no empowerment at all.

Dear Sirs,

My Name is Phillip Lacy and I live at 2221 Rosedale St in Houston Texas. I am reaching out to you concerning my most recent service request by an HVAC contractor who was assigned to repair my air conditioner by AHS.

First let me say that this was not the 1st time that I had this HVAC contractor who was assigned, and it was not a pleasant experience. However, at that time I was able to work through our differences and get my AC repaired.

Currently, my recent service request was on August 4, 2023. My upstairs AC unit stopped cooling as it should and I called for service with AHS and got the same AHS contractor. After they came out I was informed by the technician that I had a leaking coil that needed replacing.

The tech also told me that my other option would be to replace the entire unit for $4,897 with 1/2 down and 12 months of financing to pay the difference. I thought that was odd and not acting on AHS recommendation as well as a form of solicitation, and it was quoted separately.

After a few days, AHS emailed me and stated that my out-of-pocket cost would be $1766 and I would be conducting business solely with the contractor.

This is where it gets interesting, I questioned the chargers with AHS and got nowhere. They gave me a list of the charges and stated that none of these charges would be covered. They told me that I would have to contact the contractor. Well, I tried to get the contractor and they would not return my call or AHS from what I was told. My other option would be to cash out the repair and find my contractor. Once I accepted the charges the contractor’s phone steam to start working and my calls were answered.

I feel that some of the contractor’s charges were unjustified and they completely took advantage of me and my family due to the heat. Those charges are as follows and I want my money back:

1. Modified ductwork $400, no materials were brought to the job sight and the helper simply made cuts in my existing ductwork and used an insulation adhesive to seal around the new coil.

2. $198 for a permit from the city of Houston. No representative from Houston Public Works ever showed up to inspect the work. After checking with the city of Houston, a permit is needed before the start of any work requiring a permit.

3. $300 for a drain pan. The part is less than $100 and the contractor charged me triple.

4. Installers arrived in an unmarked truck with no trade license or company name on the vehicle. That is shady as hell.

5. $58 per lb for R410 Freon and no one could tell me how much was needed and I asked several times. I was told that I would have to call the office. They charged me $870 as though that should cover it.
(HOW MUCH DID THE SYSTEM NEED??)

I have been an excellent long-standing customer of AHS, and on this repair request, I got the feeling that nobody did their due diligence with AHS to look into my complaint and AHS was complicit with this unscrupulous contractor who took advantage of me. All because they felt that I had no basis to question or complain about the price.

I’m sorry but you guys get an “F” for not stepping up or following up and helping preserve the integrity of the service process.

In Houston, it’s over 100 degrees and the perfect storm to price gouge on AC repairs. I feel that AHS has done nothing to prevent or protect its customers from would-be predators regarding HVAC contractors.

Once again I want my money back because this was not fair and I was ripped off. I feel that AHS played a role in the entire process.

FIND ANOTHER WARRANTY COMPANY!

Been a customer for over 15 years and every time I contact them they send the worst contractors out to fix it.
Have a broke washer that they sent a guy out 2 weeks ago, told us it needed transmission, be about a week for parts. Called 8 days later only to be told my claim denied, contractor submitted report saying it runs but noisy. It quit in the middle of a load, had to bale water out. Cant get a different contractor to look at it cause they wont send one out. Do yourself a favor, look elsewhere,

My air conditioning has been broke since May. I have called so many times and got a different story every single time. The first company that came out said that it looks like an electrical problem not an HVAC problem, so they sent an electrician who said that it is not an electrical problem. Then they came back out and said that the compressor needs to be replaced but because it is an old unit and the Freon was expensive, and wanted to charge me $200 a pound for the Freon and need roughly 17 pounds. I asked for a second opinion, and was granted a company to come out who said that there is no reason that the Freon cannot be. Would only need a few pounds if any at $50-$60 a pound. In a chat transcript that I have, it was agreed by AHS they would go with the second opinion company, and that they contacted them for an appointment. I then called the contractor and they said that they they would wait until the compressor arrive to them. I waited another week called back to AHS and they said that a compressor has never been ordered and that the company would have to call the order. So the contractor called them back and they said that they would send one. AHS said that it would be arriving on July 27. After July 27 came and went. I called AHS and they said that nothing has ever been ordered. The contractor called AHS and they also were told that it would be sent. Now it is the first week of August, and the contractor called to check on it, and AHS did not know anything about it. So I called, and I also got the and there is no work order. I do not know what to do, it took eight months for my dryer to be fixed, and several months for my refrigerator to be fixed. I have kept this home warranty company. I do not have the means to cover everything when it gets broken and this is supposed to be insurance to help in those circumstances. I need help, I know that I am not being treated correctly as a customer, at my work order, it has been handled correctly or appropriately, and I would appreciate any assistance.

I live in San Antonio, TX where my residential carrier AC unit went down Tuesday 1 Aug 2023. AHS dispatched a service technician who came the next day – excellent. He identified one broken down component-blower board. AHS on 3rd business day informed me of processing part and to allow up to 34 business hours. That puts us into next week Tuesday. With triple digits scorching the whole region, I expected faster service. I offered to pay for overnight delivery of parts but the administrative process wouldn’t allow it-you “won’t be charged any more.”

Please reconsider the allowed AC Unit repair time frames in the entire sweltering hot SW region! I found blower boards by calling vendors and could’ve had one delivered overnight.

Do better! It was over 90 degrees in my home at the hottest time, 84 coolest time and it’s 77 overnight so I’ve been doing nightly sleep on my back patio, thanks to no mosquitoes surviving this hot stretch!

I’m writing this complaint letter regarding my Central Air Conditioner unit. I placed a repair service call to American Home Shield (AHS) on May 15, 2023. The technician’s name was Nate with First Response who came out on May 22nd and diagnosed the problem. Nate told me that there was no Freon in the unit and that it was going to take 6 pounds at $200 per pound with a total cost of $1380 of which AHS will only be covering $10 per pound. Then I asked Mr. Nate to give me an estimated cost for upgrading my heating and air units.

Mr. Nate told me he was going to look at my units, give AHS a call and come back with some numbers. He gave me a cost of $17,987.98 with an AHS instant rebate of $4,000 and that left me with a final cost of $13,987.98 (copy attached). He had told me that they work with several finance companies, and they would run a soft credit report on me. He came back with some numbers for financing, and I wasn’t satisfied with the interest rate that company was offering. He left my house and told me he would call me back when he heard back from another finance company.

Mr. Nate also informed me that my air conditioner unit was over 40+ years old. At that point, I was not interested in sinking any more money into my AC unit. I knew that the unit had some age on it, considering I’ve been in my home for over 23 years now. I feel the unit has served its purpose and it needs to be replaced. I’ve put Freon into that unit on several occasions over the years and I’m tired of putting a band-aid over the problem.

I’ve had several (4) Licensed Contractors come out and give me estimates on replacing both heating and air conditioner units and they all had the same response, “Oh yeah this unit is very OLD.” All the contractors’ estimate for replacing both units was less than half the cost of what First Response had quoted me.
As a Homeowner, I prefer to invest in replacing both units because it doesn’t make sense to upgrade one without the other, especially considering the AGE of both (pictures enclosed). I should have been given the opportunity by AHS to upgrade both of my units. At the end of the day, I was still going to have some out-of- pocket expenses. I have never been given so many run-arounds when it came to dealing with AHS customer service Representatives. I have been trying to resolve this issue since May 15th and now the weather is starting to really heat up.
Page 2

I clearly understood that AHS was not going to pay for the total cost of replacing my heating and air units, and I wasn’t asking for that to happen either. But, to only offer $60 bucks seems very unreasonable, even though it’s in the agreement. When you think about it, that’s just a little less than a one monthly payment. Then I was offered a $235.00 reimbursement that I was hesitant to take. I called AHS customer service line on June 16th and was told if I choose not to accept that offer, then another offer would be made to me.
A week later, I called back to customer service and then was told “I don’t know why someone would say you will receive another offer”; but there will not be another offer made. (Those calls are being recorded for quality assurance purposes; so, you can research how many times I’ve tried to resolve my issue).

So now I’m frustrated and asked the rep to just cancel my AHS and she transferred me to customer service. After speaking with customer service, I was asked “Why did I want to cancel my agreement”; and I responded “I not satisfied with how AHS is handling my service request. We discussed the offer that was made, and she wanted to transfer me back to that department to accept the offer. I was getting more run-arounds and I told her “Don’t worry about it I will accept the offer that was sent to me via to email”.
I believe one of your representatives told me I have been a customer for over 8 years. I chose AHS so I could feel comfortable and have a piece of mind about my appliances and the services I would receive. I’ve even encouraged my family and friends to get your home warranty services. But at this point I’m very disappointed in AHS services.

I have decided to schedule for both of my units to be replaced without knowing if I would get any financial assistance from AHS. I don’t usually complain about anything because I’m an easy-going person. But this incident has really bothered my spirit to where I am very dissatisfied with AHS. So dissatisfied that I had refused to take the surveys I was being asked to take after every call. I didn’t feel like anything was going to get resolved, if I expressed my true feelings about how my situation was being handled.

Please let me know how AHS is planning on resolving my concerns and dissatisfaction. Thanks for allowing me to express myself in this letter. I’m hoping to get some satisfaction from AHS.
Thanks in advance for your time and I hope to hear from you soon!

I mailed this letter to the corporate office and it was returned to me without being opened.

I need my clan to be handled by a manager or supervisor, someone that will actually help me, instead of telling me I have no recourse. This problem has been going on since May 23 , 2023 Please help me ! The ladies handling my calls are no help I have been hung up on twice. I am angry and extremely frustrated .

I am very upset with AHS. I called for a repair in my bathroom shower. They are saying I have to pay $ 740.00 out of pocket for the repairs, because the plumber said he has to tear down a shower wall and replace the hot and cold water handles. AHS is saying it is a remodel. All I want is the leak fixed and hot water pressure.

I have been with American Home Shield since 2017. They take money from me every month but never provided me a service. I have had an A/C Unit broke since April 21st and it is now July 27 and the unit is still broken. I had a A/C contractor to come out to fix the unit and the first time he came to look at the unit he charged me $1000 to put freon into the unit and then said that it needed an accumlator. I asked him was he sure that was the problem and he said yes. I paid the $1000 and he put on a accumlator and that was not the problem. I called homeshied again and they sent him out again but we got the same results. I asked them to send another contractor out and they did, he came out three time and he couldn’t fix the unit either. I request to speak to a supervisor and they said that they didn’t have supervisors only the escalation dept. I finally got them to admit that they do have a supervisor and had them call me only to get the same results. Yesterday, one of the employees slipped up and said they had a district supervisior but refused to let me speak to them, even when I requested several times to speake with a manager, and they said that my case has been escalated too many times and they made a final decision and that is to cash me out. The cash out isn’t even close to the cost of replacing the unit. On their website it says if they can’t fix it then they would replace it. I requested my orginal contract because they changed my warranty without my consent when they changed ownership. They refuse to send me my orginal contract that they never sent me when signng up, Everything was online and I never expected them to revise my warranty with out notifyng me. I also requested all of the notes regarding this service ticket and they said they can’t do that because they don’t have the capacity to do that. My unit is still broken since April 21st and today is July 27, 2023. If I could give them less than a one star, I would give them a negative 5 review rating.

I have been a member since 2021, I needed them due to my A/c not working, it’s over 100 in our home after three days they finally sent their repair person for diagnostic, and not to mention me paying 100/for that. the tech they sent was trying to sell us a new unit for 9k we said no, once that happened of course they sent a diagnostic that it was due to a surge. Due to Duke energy, they installed a surge protector and it is in fact working. No one is willing to help you they are horrible they just want to take your money an no help then they want to charge you to cancel your account total thieves. Can not wait to go to the Better Business Bureau and everyone else I can contact.

Today is my 10th call to AHS in a week to try and get my refund of 240.00 and each time I call I get a different person who is answering the phone from a call center in another country. I just called the corporate number in Memphis, Tenn. and guess what that call went to the same call center in another country. What a disappointment. This company is no longer a reputable company and absolutely NO ONE should use their services. Previously (until the end of 2019) it was an excellent company. I could praise them highly till then. Since that time it has become a royal mess. VERY DISSATISFIED CUSTOMER!

This is to let you know how disappointed I am with your company I was just on the phone for the fifth time to try to get my dishwasher fixed
Everything I asked for at customer service there was no option for a supervisor or someone to complain
The had me sitting in the house from 9am till noon and no one was coming
Now you want me to sit home from 8am to 5 pm
This is a great way too. Loose customers
Your out sourcing stinks takes to long to figure out what the person is saying
Was told no way to speak to someone in the US

AHS reps have failed to follow up with me. I place a service request on May 26 for my roof. It is now July 17 and no one seems to be of any help even through the service call fee was paid on May 26. Every time I call to follow up I’m Told they have to reach out to the contractor or someone is going to call me back but nothing happens. This is by far the worst service I have ever received and my issue is still not resolved

I need to report American Home Shield for the poorest customer service ever! They take your monthly payment with no hesitation, with no resolution regarding your issue in a timely manner. My elderly father has been without use of a refrigerator since June 13, 23, had to throw away all his food. I was first told the replacement part could take 25 to 35 weeks, I thought this has to be a typo (this is almost 8 1/2 months)! How insane, who can wait that long! After explaining to AHS there is no way someone should wait that long, an email was sent regarding a cash-out offer, which was chosen. The check was sent, but it was made payable to my deceased mother! The check should have been in my father’s name. I called again to correct this issue, I was told because my mother was the borrower and my father co-borrower is why the check was in her name. Now, I have been told it will take 21 days to search that the check was not cashed! Really, 21 additional days with no refrigerator and no groceries! I have repeatedly explained to AHS my father is elderly and has a fixed income, he can’t afford to keep spending money on takeout, it’s expensive! He needs a refrigerator so he can have groceries. Today, 7-5-23 I was constantly transferred from one department to another department, each one kept saying the other department should be handling the situation and apparently a supervisor even transferred me to the wrong department. How does the escalation department not resolve the issue instead transfer you back to the department you were just transferred from!….so unprofessional! I was on the phone for 2 hours only to be told call back tomorrow 7-6-23 because the department has closed! All you get is a bunch of scripted apologies! They tell you let me see what options there is, but no-one seems to know what to do or want to make a decision(s). My father has been a customer for over 2 years, and this is the customer service he gets! How ashamed American Home Shield should be, they receive millions of dollars, you would think customer service would be superb! I will be contacting whoever will help me get this resolved for my elderly father!

As of 7/6/23-I contacted AHS through twitter and the situation still has not been resolved! They are still telling me it will take up to 21 additional days to research the check, void, and reissue, my mother is dead, she can’t cash it! this is poor poor poor understanding of what is important! I asked about the voucher, but cant do that because the original option was to mail a check, since the check was wrong and not cashed, cant change the option to a voucher by email?! I asked for a corporate number and I was told they do not have a corporate number to give me. I will just have to call the customer service number….this company do not care about the customer, just the $$$$!!!

I’m trying to reconcile an issue to which I can not be connected to a supervisor at the phone level.

I am utterly disgusted with this company as well as their unprofessional and lack of accountability.

I am sick of hearing lies and being given the run around such as “yes they will repair the fridge same day”, “sorry we can’t get a hold of the contractor for an update”, “sorry someone closed out your previous escalation ticket”, “sorry there has been a miscommunication about this as they said they completed the job“, “we don’t have a manager you can speak with”, “our escalation department will call you back”, “the contact or did not provide us any documentation,” etc, etc ,etc.

It has been 3 weeks and counting that this continues to go on and I have been without a fridge/freezer, yet certainly if my monthly payment was late there would be an issue.

I don’t advise ANYONE to utilize American Home Shield.

Wow, you took the time to block my account from the chat and asking questions but cannot return my phone call. Thank you AHS and Tara Tate

I’m still waiting for Tara Tate to call me. Another lie by the worse customer service ever. AHS used to be a great company but is an embarrassment now. Logging in to file BBB complaint and Insurance Commission complaint if ignored again today.

Once again promised a call by Tara Tate or Trudi Emerson at 1:30 and will nothing.

I have had nonstop issues with a service request and have asked for a supervisor for 6 days and am losing my patience with this company. I was told Trudi Emerson would call me for my concern and 3 days later no phone call and nonstop run around. I need a supervisor. I was sold a warranty for plumbing and now told they have none but assigned a company that doesn’t exist. And took my $100. All I want is a supervisor to discuss this issue with calmly and you block when I continue to state on the chat I want a supervisor. Right now I’ve been on the phone after now 72 hours waiting for who is probably not even a real supervisor and I’m at 40 minutes of told the same nonsense. Give me a supervisor and we will end our contract at the end of July since you all quickly took another monthly payment. But this is the last payment you will ever receive. I’m sure you will ignore me like all the other complaints but have some decency and call me and less discuss this like adults.

Lack of satisfaction with AHS and vendor Frog. Terrible service and your vendor insulted my wife.
Your employee, Wendell was not helpful today (6-9-23)in resolving my AC situation.
We are Platinum members.
ID 607 356 1043
Been without air for over 2 weeks
Will i hear from someone who can resolve our dilemma.
513-289-9857
Herman & Marva Byrd

The AHS reps have failed to follow up or document my calls. The contractor informed me (2/13)that he could not work on my refrigerator ,because it was under warranty. Yet your AHS rep sent Stephen Appliance back to my home today (2/21) without any parts to repair my refrigerator. He contacted AHS and they assigned another contractor, but they won’t be able to come out until next week 2/28. I’ve asked to speak with a supervisor no one called me back . I waited for an hour then called back and was told that a supervisor who was supposedly assigned to my complaint will call me back in 24-48hrs. Food in my freezer has spoiled, I can barely understand these reps and I don’t believe they understand what I’m talking about. So I wish I can address this issue with someone local.

I need to fax a complaint and called AHS for their fax number. They requested my name, address, phone number and email and a lot of mumbo jumbo and the representative still didn’t give me their fax number. It is so screwed up beyond belief.

For Months we have been trying to get our pool pumped repaired. We put in a request in October 2022 and to date the problem has not been repaired. My wife or I have spoken with numerous customer service representatives that all continue to tell us there are no service contractors in the area. Contract says AHS schedules the service and we pay the service fee of $100 plus we pay monthly fee.

We personally could find numerous contractors in the area but this would go against AHS contract.
Based on the poor service we would like to request a full premium refund. Since purchasing this warranty we have received very little if any adequate service.

Due to the numerous negative experiences we have spoken with many contractors and customers that are unhappy.
Most contractors do not want to be associated with AHS which explains why AHS cannot find service contractors in our area.

Having to wait weeks and months for AHS to find and provide service contractors is unacceptable and does not come close to meeting even below average customer service.

WTH is going on with AHS? I have never received such horrible, unacceptable customer service from them until now! I am experiencing what everyone else leaving a comment is experiencing! They took my money but never sent anyone out for repairs! They lied and said the company tried calling me 3 times, said there is no one else to send, etc. I called every day this week with no results! I asked to speak to a supervisor and still waiting! In the mean time no one is sent for my repair! Corporate! Please do better or shut your business down!

AHS has the WORST customer service. The reps are all about protecting AHS and not the Consumer/client. My stove/oven malfunctioned on November 15, 2022. AHS assigned JDS Appliance Repair and they never responded to me but informed AHS that tried to contact me twice which was not true. I asked for another Appliance Repair to be assigned. I was told by AHS that I HAD to give the assigned company time for due diligence. November 18 I was assigned Assurance Appliance-they did not have an appt until November 29. According to Assurance Appliance they immediately sent the diagnosis to AHS for permission to order the part. AHS indicates that they did not supply AHS with the information. So, after many phone calls and finally being turned over to a “SO Called Senior Resolution Specialist”, Ms. Lawanda Davis, 866-862-4508, option 3, ext 642 (lawanda.davis@ahs.com) the issue became a nightmare. It was a conversation between Ms. Davis and Assurance Appliance which became “he said – she said”. Assurance Appliance informed me that AHS was not honest with their customers and that they were considering no longer being a contractor for AHS due to the manner in which AHS treated their customers-they were not honest with clients. I have now been with out a stove/range since November 15 and Ms. Davis informs me I have to wait for the part which is suppose to come in on January 10, 2023. I called Tribles where the part was ordered from and was told it may not come in on that date – no way to tell. My contract states and Assurance Appliance stated that if the part cannot be delievered than the stove cannot be repaired – contract states “cash payout” which would mean paying to REPLACE the entire stove or AHS can replace my stove….JenAir Downdraft Range. Ms. Davis states she would only consider “cash payout” for the Board which was ordered. Not acceptable and not what my contract states. There is not BOARD available. Assurance Appliance has indicated again if the part (THE Board) cannot be found than the stove cannot be repaired. I have asked for Ms. Davis’ Supervisor and she keeps telling me she has put in the request but there has been no call from anyone in Authority. I have been unable to cook a meal since November 15 and here it is December 28 with NO satisfaction from AHS – are they going to reimburse me for “eating meals out” since there was no way to cook??? I just want AHS to do the right thing – replace my stove. I pay hundreds of dollars each year for this warranty that AHS is not honoring.

I’m requesting a callback concerning replacement of microwave that Whirlpool no longer makes part; the part is an exterior door. Initial correspondence was 11/29/22 and no solution yet. Promised call backs that never happened, only an erroneous email saying “Service Complete.”

This is Karen
I’ve had horrible response from your team on trying to get my heat pump repaired for awhile now.
Dispatch number 185783148. We have had Warren Haye out a couple of times and have done a good job. But thus time they installed a blower moter that failed within hours. NOT their fault. They have been ready to come back since then to replace the motor but you have refused them and been trying to get another contractor to come out for days. You have dispatched 3 all of which cannot do the job and csncelled.
We have 17 degree Fahrenheit (-8 degrees Celsius) with 5 degree windchill coming tomorrow in which our house, appliances. Pipes etc are going to freeze because you refuse to send out Warren Hay heating contractor for some reason.
Can you please get Warren Hay back to complete the job do we can have heat? They are standing by as tomorrow is Fridsy and then Christmas.
Thank you Karen,

I’d like to be contacted by your customer service dept. or your claim’s dept. Thank you,
John Walkejwalker7293@gmail.com
530-525-7293

I called to have a toilet repaired. They assigned a contractor Cahaba Contractors that called and without even being at my house he said that the pressure regulator was defective.The next thing I get is that it is going to cost me an additional $125.00 dollars. Did not trust that because he determine that with out even being here. Called another plumber and he determined that the pressure regulator was not bad and only needs there parts inside the tank to be replaced. Now American Home Shield will not credit my $100.00 back to me. They are the ones that picked this crock to do the repair. The rep. in India said that he is the only one that can make this decision and no refund. When I said that I wanted to v
cancel my contract he said I would have to call back because he does not have the authority to do that. I have been with them for several years but now have reached the end.

You customer service stinks. Dispatch #182532608 was given on 8th of this month and they never made it. Excuse was truck broke. They redid this for yesterday and the same excuse came about and the set it for the 15th. I do not trust the service people at all. My sister said you guys are the best but that is not my feelings. My name is Mel Hellman. Phone number 562 233 4188 Address 14673 Hawes St, Whittier, CA 90604. Bought this contract several years ago and never once have I used it. DID I MAKE A BIG MISTAKE??? Settle this for me please

I have been trying to cancel this bs membership. They haven’t fixed one thing when I call for a service call. I pay out of pocket with someone else and when I called to cancel this worth nothing membership I’m placed on long holds then disconnected. They are horrible. Beware Don’t Do Business With AHS They Steal from the people who don’t have the money and promise that you will be covered with NO PROBLEMS until you need something done… Don’t do business with them PLEASE… you will regret it!!!!

American Home Shield really bad customer service. Thank you for not leaving me with a/c, having to find my own person to fix it and get it working then not reimbursing me. Then after that completely blowing me off like I am not a paying customer. Do not use this company as you will be left with the short end of the stick and cannot get through to complain about it. American Home Shield

We had a plumber on sight & needed to add an item while there! Could not get thru AHS phone system to add while he was there. Plumber had to leave & now AHS wants to charge us another $75!!! We have had 3 different homes with AHS thru many years!!! 2 now & it should not be a 10-25?minute wait to get thru!!! Because of that we are being forced to pay $75 more & we are retired! We pay a huge contract on 2 properties so you make lots of money off us!!! This is not right!! I called while he was there & your robot that answers does not have an option to add to an existing work order while plumber was there. I am very disappointed & really very upset with your system & it’s limited answering robot!! We should not have to pay $75 more!!

Washer broke in August. It is now November 28th and all I get is lies from AHS and Sears. I want the 100s of dollars that I have had to spend at a laundromat refunded. I PAY to keep my appliances functional but obviously that is not possible with this company. They tell me I have to work with Sears to get this fixed but Sears has been ghosting me and lying to me since August. The only way I ever get information is to call them. I am so disgusted by these companies.

I have cancelled this policy since March and have received nothing but harassments since. I have spoken to 9 people to cancel this policy, and they never do. I get 2 phone calls a day about my payment. They WILL NOT cancel, and they do not handle any of the items they say they will. I had this company 25 years ago and they were great. Now, you are HORRIBLE!!!! BUYER BEWARE- DO NOT GO WITH THIS COMPANY!!!!!!!!

I requested a repair for my dryer three weeks ago and I am no closer to getting the dryer repaired. I paid my 100.00 fees to request the service and of course, American Home Sheild took that money immediately. I called the service center assigned to my repair and they informed me that they could not find the part to fix my dryer. No one bothered to call to tell me that they have not found a part and they would not be able to repair my dryer. I called American Home Sheild and was informed that they have to wait for the technician at the assigned service center to send them a request so that American Home Sheild can look for the part. This process will take approximately three days and they may not be able to find the part. My monthly fees are automatically taken out of my account and when I request service my money is immediately taken out, however when it comes to actually getting the services that I have paid for it’s a completely different story. For the length of time that I have been diligently paying for my home warranty, I have not gotten the service that I pay for.

Do not purchase a contract from American Home Shield!!!!!!!
Not renewing my contract. Poor service, anyone you talk to about service is overseas. They do not honor cash in lieu option & each person you talk to will give you a different reason. Will research the next company before entering a new contract.

Waiting for over ten days for my replacement furnace that was condemned on October 24

Currently I am a customer with AHS,,recently within the last 2 weeks,,I have received numerous calls to make an effort to pay my monthly payment of which is now past due,,I spoke with an Agent to confirm that I would make payments for the past due and current payment,,which I have made via a USPS money order,,which I believe was sent to wrong PO BOX which is in Memphis TN,,previously I was informed the correct PO BOX is in Dallas TX,,or so I was told,,today I received an email,,text and phone call reminder concerning payments within 2 hours of each other,,which is very annoying to say the least,,it seems as though no one is attentive to any prior conversation with me,,ie notes on my profile concerning my commitment to make payments current on my behalf,,I find that Agents are misleading and misinforming me to were I should send my payments.I will be contacting the BBB and Consumer Protection Agencies after I submit this.

The worst possible experiences one could ever have. They’re gleeful to take your payments, bur NEVER provide any service.

It’s been over a month since I paid for services that were approved and covered through AHS to service my AC. I’ve been sending them over and over the documents they need to issue my reimbursement, and I’ve yet to receive my reimbursement. I think I’ve spoken with everyone in that company to tell me they are sending emails to the department that is “processing” my reimbursement. I’ve even spoken to “managers” when my case has been “escalated” and have been told that in 7 I’ll get a reimbursement. It’s been over a month; and they insist that they can only send emails and I can’t speak with the department that is supposedly processing my claim. As a real estate agent in the state of Florida and as a customer, I will never refer my clients to this company again….and I will definitely not renew.

Someone from corporate needs to contact me asap to resolve this issue once and for all.

I have been with AHS a long time and never had any issues… up until now. I am on auto-pay and somehow, they used part of my autopay toward a service call. And the amount was wrong. I have now spoken with 9 (nine) different people and have been told 3 (three) times a supervisor would call me back. At this point, I am contacting their executives.

BTW – A vendor came out to review the leak in my washing machine. He said it was a broken seal and would put in for replacement. BUT – when I called to check on status, AHS told me that he said I was overloading the machine. This was an absolute LIE. In my humble opinion, DO NOT use Ukon Appliance, located in Los Angeles. They are fraudulent!!!!

On 10/4/2022 at 3:45 PM ED I tried to schedule my free HVAC checkup but Erica told me I had to sign the ProConnect agreement first before we could continue but while talking she told the system went down and to call back later, called back a few minutes later and spoke to Josh at 4:10 PM EDT, same issue, no results but he told me someone will contact me when the HVAC tune up will be available, it was too soon. Had the same issue in June and could not get the free tune up because it now was too late. We are now in October and it is not too early to schedule the HVAC check up for my heat pump.

On 6/23 2022 at 6:06:54 PM RDT I received an email in which AHS stated I was getting that free HVAC checkup, now I am still not getting it. I also can not sign an agreement with ProConnect since they are not in my area.

I am about ready to file a complaint against you w the Better Business Bureau

This company is a scam
I’ve wasted 15 years with them
Washer broken for over two months five different so called technicians
What is going on with my service

this has got to be the worst home warrantly insurance on the face of this earth. they dragged me along for two full weeks on fixing my central A/C and finally they declined my claim. their A/C partners will not fix my A/C but they were happy to replace it on my dime for $5500 instead of fixing it. I ended up going thru a third party on my own and fixing the unit on my dime. this is terrible and waste of my money on a useless home insurance policy. needless to say I will never renew my policy with them, ever.

I paid Collins Comfort 13,676.00 on my charge because I have zip money for an HVAC system. American Home Shield referred my case (It was HOT on 09/04/22) to a company that is off on weekends and holidays. Collins Comfort(Lowe’s referral) came right out and replaced the motor and capacitor on my AC.
Unfortunately, the condenser was dead and (ick on a stick!) I was forced along with my two pet birds to suffer for 4 nights at 97 degrees inside! It cooled of 3 degrees overnight though. That didn’t help! AHS has refused to compensate me saying I went “out of network”. I’m a recent widow and don’t have that kind of $$ so I put the cost on my charge. It was recommended that I replace the entire system as it was installed in 2006. I’m just so frustrated! I placed a complaint with the AZ BBB but haven’t heard anything. I also wrote to our State Senator Mark Kelly from AZ. This is a copy of what I sent to him basically.

I put in a service request 8/25/22 to have my refrigerator repaired. It is now September 28th and my refrigerator is still not fixed. I have contacted customer care several times and still nothing has been done to repair the refrigerator. Customer care gives a scripted speech and nothing else. I have lost several hundreds of dollars in food and was never offered any type proper resolution for being inconvenienced in waiting for such a long drawn out repair. This company does not give quality business ethics. Also AHS needs to re-evaluate the companies they choose to subcontract with, they have poor customer relation skills and do not pride in the work/service they provide to the customer in a timely manner.

I am totally fed up with American Home Shield Corp and about to cancel my policy. I contacted them on August 29, 2022 to ask for repairs, and paid their deductible of $108 shortly afterwards. I have talked to at least 4 agents since then, which is difficult because some have a heavy accent and it takes time for us to understand each other. They assigned a contractor but he has done no repairs and has sent me a copy of a notice American Home Shield sent to him cancelling the repair request. It is now Sept 2th and we have had no repairs, but our next monthly payment to AHS is coming up within days. I’m sure they’ll take that efficiently. Barbara Meilinger

I am extremely frustrated with AHS regarding the handling of my request for plumbing service to my home. Another claim and another time it is taking a month or more to get this claim remedied.
I called their vendor PCast plumbing on August 16th privately, because water was coming from my clean out each time I used my kitchen faucet. They felt there was a clog or stoppage in my sewer line located within the foundation of my home. I then had an outside plumber come in, for a second opinion, and he determined that the problem was leak within the wall. I placed a call to AHS asking to send a vendor out and PCast was sent again under my contract. They insisted the problem was a clogged sewer line, even though the problem only presented itself when using the kitchen faucet. No other faucet in my home caused the issue.
AHS denied my claim saying the problem existed outside the foundation of my home and as such was not covered. I appealed this because the line PCast said was clogged, did exist within the foundation of my home. The decision was reversed. I asked for a second opinion, and APlumbing was assigned. Anywhere Plumbing called me to ask what was going on and when I explained to them, the determined without coming to my home that this was a stoppage. The request sent by AHS said “leak” and not “stoppage”, therefore they would not come out to address my problem.
At no point was I told this was stoppage and not leak. As a lay person, I can only go by what I see. At no point during this time did AHS tell me I had to change my request from “leak” to “stoppage”. AHS sought to remedy this by creating a new work order for the same issue. They asked me to pay another vendor fee of 100.00 for the same issue, and told me it would be reimbursed, as this would be used as my second opinion. This was approved.
The request was made as “stoppage” to MPlumber. They came out and said they felt it was a broken pipe for kitchen sink drain line. Again, I called AHS to get a resolution on September 15th and was told they had not received a report yet from MPlumber. I had Trinity call them while I was on the line, and she came back and said it would be sent within 24-48hours. That was a week ago.
I still had not heard back, so I called yesterday, but no one could help because I was told the system was down. I called again today and spoke with Destiny who said the report was still not in and that she would escalate to get to the bottom of things. She called MPlumber again while I was on the line. She came back and told me MPlumber said they did not send a report because they came to the conclusion that my issue wasn’t covered. I was livid because this is not the vendor’s decision to make.
When I got off the phone with her, I called MPlumber directly to find out why they were making a decision that was not theirs to make, and Brittany informed me that she never said that to Destiny. Brittany told me a report was sent to AHS on September 16th, but she would email it again since AHS was claiming it was never received.
Within 2 hours of that call, I received a decision from AHS, saying my plumbing issue was only partially covered. Reason for failure was roots. I am flabbergasted because the report left with me by MPlumber says, “broken pipe in ground for kitchen drain line.” It also says the cable used came back with mud and roots. This was a blatant lie. My husband and I stood by the entire time the plumber worked and roots were never pulled out. I can only surmise that this was a money grab because the receipt left with us is completely different than the report allegedly submitted. With this new report, I am expected to cough up over 5,000.00 to the plumber. When I called, I spoke to a very rude representative who told me my only remedy was to get a second opinion. Are they serious??? I asked to speak with someone in a supervisory capacity and was placed on hold for 30 minutes. she never came back to the line, and I was hung up on afterwards.
I want this decision reversed, and some explanation why I am getting conflicting reports from AHS and their vendor. It seems like AHS uses a tactic of trying to wear a client down, instead of paying for repair costs. Had I accepted the denial, that would’ve ended the claim altogether. They were wrong, and I believe they still are. I have asked them repeatedly not to send MPlumber to my home because of past issues I have had with this company.
It is abominable that I pay for a service and every time I need help, it’s like pulling teeth with no anesthesia. It is downright disgusting that I can’t speak to anyone who seems to know what they are doing, and I have to hear roosters crowing in the background. I am really considering canceling my plan with AHS because enough is enough, and I am fed up with how difficult they make it to settle a claim every time. I am being made to jump through hoops just to get them to honor my contract. I expect to hear something from someone, or I may have to pursue legal avenues. If I don’t pay my premium, my service is terminated, but if I need service AHS can drag it on and on.
If AHS is supposedly the best, I may as well put money into an escrow account for repairs because they have shown me that they are reluctant to pay each, and every time I make a request. I would steer clear. They talk a good game, and their commercials make it seem easy, but it has certainly not been my experience whatsoever. I should have heeded the reviews I read.
AHS assigned K & S Plumbing for ANOTHER second opinion. They were supposed to call me within 24-48 hours. No one called, so I called them, only to find AHS had cancelled the request without telling me or explaining why this was done.

We had a hot water heater that took just under two months to fix and we were charged an additional $350 to “modify.” They wouldn’t allow us to switch contractors so we had to pay it, yet they literally cut our pipe and out it to the new hot water heater. They got paid to install it from ahs and the “modification “ was then hooking up the electric and water. Kind of hard to have a hot WATER tank without a water hookup. I’ve called ahs multiple times and they basically said they can do nothing to help us, their customers, they are in the corner of the contractor. So, apparently it’s okay for their customers to get ripped off.

I will NOT be renewing my contract with this company. They have horrendous customer service and take far too long to repair covered items. I’m still waiting for my stove to be repaired which was reported in June of ’22. Its now September ’22! My boiler also went and I’m still waiting to be assigned a specialist to repair. No hot water, yeah! Do yourself a favor and avoid this company…Not worth the money.

Okay loyal customers, lets put this all over social media as well as let our real estate agents know so that they do not tell homeowners or buyers about them. I put in a request the last week of July . This is now Sept and still not fixed. The company that they sent has avoided me for two months and AHS has not stepped in. I will not renew and I will post this message regarding AHS on every social media platform that I can. Until you affect their bank account, they will not change.

I have made three phone calls to cancel my policy, and I cannot remove my stored credit card from their site. They don’t provide a way to do that. They keep charging my card for monthly dues although I canceled. I finally killed my card with my card company. AHS called me today to install a new card, because they are unable to get my money. I told them to get lost. I re-affirmed again today my policy was canceled, but they have not sent me a confirmation. I filed a BBB complaint this week, and my next step is to file a complaint with my state Attorney General if I don’t soon receive confirmation my policy is canceled. Their site states that you can cancel at any time. Just try it, and you’ll see what I mean. They do not want to lose your money stream.

Your company sent out a Appliance Technician to work on our Miele refrigerator. The company that came out has no experience and is not certified to work on high end appliances, why would you do that? The tech that came out and took a look at the refrigerator and said I have 43 years experience but we do not service these and left. I called AHS back and complained the non english speaking lady was no help except on your process, customer be damned. So this is what she told me. AHS will wait to hear back from Quality Services. Once confirmed now AHS will find a certified Miele appliance company. Why weren’t they sent to begin with? Now according to AHS I will have to pay another $100 for the service call….really??????? So now I have paid AHS $400 and nothing to show for it. I want my money back you have not resolved the problem.

AHS is now ripping people off. Not complying with their own contracts. They think customers can sit on the couch watching water pour out of hot water heater and wait two days for their contractor. I spoke with escalation department and they refused to approve a plumber I called on emergency basis. I called prior to this plumber coming out for approval and AHS denied. Water pouring on my floor. The plumber came out. The contracted plumber could not come out for two days and AHS representatives refused to approve and I could not wait. I want the money that you all guarantee in the contract. It was an emergency and you all were trying to make me wait for two days. Give me my money!!!!!
I want the financial office or the CEO to call me or to be advised as to what you all are doing to customers. All the reviews lately look like a lot of fraud going on!!! Not smart!!

We too have a refrigerator (10 years old), covered by AHS, and today marks 20 days since entering a request for service. Four site calls by subcontractor later, STILL not working. Compressor replaced, actually made situation worse. Now its a control board; but won’t arrive for 5 more days. Sub is consistently late in updating status to AHS; sub NEVER returns phone calls or VM; NEVER answers the phone. Have made numerous complaints to AHS with very little results during the past 20 days…even AHS can’t get a phone call thru to sub. Supposedly a control board is on order but won’t arrive until 5 days from now…then out to house and PRAY it fixes the issue. That will mean we will have been without a refrigerator/freezer for nearly one month. And no one at AHS seems to think that’s a real crisis or a health/safety concern. Fortunately we’re not diabetics so we have no insulin to keep chilled. I have doubts the sub knows what he’s doing and ultimately we’ll have to BUY a new refrigerator. If so, there’s going to be some legal ramifications…AHS is NOT fulfilling its contract requirements in any kind of timely, reasonable manner.

AHS trains its reps to in using a lot of sympathy psychology talk (Oh, that must be very frustrating; I understand your frustration), what AHS fails to train them is how to cut thru the internal BS within AHS and get things done to assure the client the problem WILL be fixed. Reps can’t even call the next higher level in Contracts nor in Customer Service! Have to send e-mails!

AHS was a great company prior to acquisition by Service Master; has consistently gone down hill since. It is evident AHS has little or no rigorous qualification process for picking subs. And worse, the subs have learned how to use the contract language for identifying ‘out-of-pocket’ costs not covered (like ‘modications’ or ‘construction’ to gouge the home owner beyond what they get reimbursed for from AHS.

We have had AHS coverage for almost 30 years at various homes…that’s a LOT of premiums with only half dozen or so small claims over that time. I will NEVER renew again. Even if the competition is as bad, beating one’s head against the wall over and over (AHS as the wall) and expecting a different outcome…that’s a losing proposition. I’d rather beat my head against a new wall.

I’m really at a loss! I’m so tired of taking time away from my job to call AHS Customer Service representatives with no resolution in sight.
These are the facts concerning my issue:
1. August 4th – placed a service call
2. August 8th – technician from TexAire Heating & Air Conditioning came to the house and diagnosed the problem.
3. August 8th – I checked the AHS website and the status had been updated to “Parts Ordered”.
4. August 15th – I attempted to reach TexAire to check on the status and received no response.
5. August 18th – I again attempted to reach TexAire with no response.
6. August 18th – at approximately 1:30 p.m. CST, I called AHS Customer Service and received the WORST customer service I had ever received. She was disrespectful and refused to allow me to speak with a supervisor or manager (after I asked several times as it was clear to me that she must be a new employee and didn’t understand when a case needed to be escalated beyond the script she had in front of her). Her name was Chia, ext 5940557.
7. August 18th – immediately after the call with representative Chia ended, I called the customer service line…again. I spoke with AJ who was absolutely wonderful. She unsuccessfully attempted to reach the vendor and then reassigned my work order to a new company, A-US Air Condition of Texas LTD (San Antonio).
8. August 19th – A-US Air came to the house and said they would submit the report to AHS and then we’d be playing the waiting game.
9. August 22nd (a.m. timeframe) – I called A-US Air to verify the report was sent to AHS. The technician responded that report had been submitted.
10. August 22nd (approx 2:00 p.m. CST) – I called AHS to verify they had received the report. I spoke with Jenna who indicated the report had NOT been received from A-US Air. Jenna said she would email the company and ask for the report. She said I would receive an email once they received the report.
11. August 24th (approx 11:30 a.m. CST) – I decided to use the chat function because I’ve just taken too much time off work. The response I received “I greatly apologize there has not been any follow-up regarding your ac request. We spoke with the vendor TODAY and the claims team is now processing your claim.
12. Just seconds ago, I received a text that the repair required is NOT covered under my contract and will cost me $2,545.

We had to pay over $400 for some portable AC units just to be able to stay in the house…we live in San Antonio TX! Now I’m being told I need to fork over $2,545. We’ve been AHS customers for a long time now, well over 10 years but I’m really wondering why I should continue with this contract. Why am I having to work so hard to get a repair? Why isn’t AHS following-up? Especially on cases like I just described to you.

My information is as follows:
Contract # 593269368

I placed a service request on 6/14 and have had several calls with ahs to try and get this resolved. I’ve been given multiple tasks by ahs and have complied with all; however, this issue is still not fixed. Instead, I’m transferred from one person to the next, given no reasonable solution and I’ve spent hours upon hours on the phone. This is unacceptable.

My air conditioner has been broken since July 1st. A contractor came out to look and needed to order a part. I’ve called repeatedly with no resolution and have spoken to at least 20 reps and no one can give me a definitive answer as to when my part will arrive.
It would be nice if there was someone at corporate hq who would take some responsibility for the service and actions of this company . When I read of similar experiences below from the comments , It is really enraging and a complete disappointment that a company would operate this way. Poor poor management. No other option than to cancel and try to hire someone on my own to fix the a/c. What a complete waste of money and my time.

DO NOT USE THIS COMPANY!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!BEWARE OF BULLSHIT

THIS IS THE WORSE COMPANY !! BEWARE DO NOT USE THEM!!!!!!

It seems as though every time I call this company, I speak with someone in the Philippines or Central America. it’s very hard for me to understand the heavy accent most times, so when I finally reached an American this afternoon, I was told most of their representatives and retention customer service representatives are out of country. I made the remark that it might be time to put the American back in American Home Shield. Lori S. then told me that she was offended by that comment and would have to disconnect the call. As a disabled American Veteran, I have a very difficult time understanding how you can work and live IN THE UNITED STATES for a company called American Home Shield, cash your paychecks made from same said company name and have your feelings hurt. Needless to say, I did not get a call back or have the issue resolved. I will no longer support this company because I have always had issues trying to get service even though I have always paid on time, but this was the final straw. I hope they have a safe space in the offices there. Very sad and disappointed.

Horrible

i entered a repair request on my dryer on July fourth the contractor came and they need a heater unit that they had to order from you still no part to them if this is the quality of your service then I will be forced to file a complaint with the tn dept of consumer affairs

I submit a service request April 27,2022 about my AC Unit, contractor determined it needs to be replaced. It’s now July 25 and no repair!! At least 40+ phone calls to REPS all over the world but the U.S. and NO HELP! Just the same old story they read off a paper. American Home Shield, this is the worst service by far. But your still taking my monthly fee and No service, how do you not think 3 Months is acceptable. So NOT HAPPY WITH YOUR COMPANY!, I NEED MY AC FIXED!

My name is Gordon Ruff and I live in San Antonio Texas, we have American Home Shield. Our air conditioner went out on Thursday July the 14th. Smoke was coming out of the vents so my wife called the fire department. It was the a/c. We called American home shield someone couldn’t come out until the following Tuesday. We called an a/c company they came right away and diagnosed it as the coil. When the contractor came out from AHS he said nothing was wrong and tried to turn it on after my wife told him not to. My wife told him it was the coil. She called the a/c company while he was still there. He told them it was the coil after my wife had already diagnosed it for him. She didn’t trust him and asked him to leave. No one has been out since and we have been without a/c for 11 days now and it has been 102 degrees everyday. My father in law lives with us and he is 90 years old. We have 2 chihuahuas who are miserable and we feel like no one cares. We call multiple times a day and have no progress. Please look into this and respond. We live in a retirement community and are sweltering. Thank you. Gordon Ruff

America Home Shield worst company ever they owe me $150 since May because they canceled my appointment they don’t want to pay me they keep calling me telling me 24 to 48 hours then 21 working days supervisors call me they just don’t wanna pay me I don’t know who to turn to calling them does absolutely no good I’m a 74-year-old widow on Social Security and $150 a lot of money for me I wish somebody could help me

Terrible company. Being overcharged. CS. Is unbelievable. Total idiots

I have been a member of American Home Shield for a littler over 6 years. In that time I have had a water heater replaced and numerous air conditioner repairs. I had been rather happy/content with my service with AHS.

In 2016, I had a hole in the A Coil of my air conditioner, which AHS Contractor replaced. Things were going great until 2019, when my entire unit went down. The AHS contractor suggested replacing both the A Coil and outside unit. AHS, declined the A Coil replacement saying a TXV valve is all that was needed to make the A coil comparable with the new refrigerant, R410. The replacement of the outside unit brought about additional “non covered” costs, roughly $700. However, in 2021, the compressor in my outside unit went out. This resulted in internal temperature in my home to exceed 90 degrees. This ultimately killed our fish and brought about additional home costs of a portable AC unit, $245. The modifications that were “required” by AHS vendor (line filter, line modification, and new refrigerant) cost me another $675. 13 months later my compressor went out again. I attempted to co tact the vendor who installed the compressor in 2021 and was told it was on month 13 of a 12 month warranty therefore they could do nothing for me. I ended up filing a new claim with AHS.

AHS assigned a vendor whom came out to the home and completed an inspection. The technician, of the AHS assigned contractor, determined that the previous technicians DID NOT clear the lines of any RF22 thus causing the compressors to continue to fail. In order to completely resolve the issue it was recommended that the outdoor unit and indoor A Coil be replaced. AHS, denied the indoor unit replacement stating, “improper repair/installation.” When I contacted AHS escalation customer service I was told “there is nothing that can be done as AHS will not reconsider.”

AHS ASSIGNED contractors are the cause of my continued damage to my Air Conditioning system. We have spent countless hours on the phone, an additional $1,570 out of pocket for repairs, replacement of killed pets, and the inconvenience of YEARLY repairs.

AHS should be held responsible for their denial of the “A Coil” replacement in 2019, with lack of confirmation that THEIR VENDOR completely cleared lines and used NEW REFRIGERANT, and then in 2021 having a true diagnosis of a system that is less than 2 years old that should have been FULLY under manufactures 5 year parts and labor warranty costing me an additional $675.

I am requesting that AHS reevaluate the recent claim submitted by Advanced Air Mechanical advising of faulting repairs done by AHS vendors causing further damage.

Re: email is being forwarded to BBB, the Iowa association of Realtors, Iowa attorney generals office, FOX News investigative reporters, LinkedIn reviews, yelp, google, and any others I can think of until I receive a response.

Opened a service ticket on June 6 for AC repair. It is not July 22nd and it still is not repaired. The contractor came out and I agreed to pay the extremely high out of pocket cost associated with the repair. Since then I have been calling several times a week for an update. It was a couple of weeks ago I find that my service ticket had been cancelled and no one can tell me why nor did any of the previous customer service reps tell me it was cancelled. It was reopened and a part was ordered with the expected delivery date of July 13th. To date, no one can reach purchasing to find if the part has arrived. The contractor cannot do anything until they receive a pickup number from AHS, but no one can seem to provide this information. I have made several request to speak with Management but they will not forward my request to management only to the escalation team. One rep said since I have been having such issues they would see what could be done, however I haven’t heard back. They were going to see if they could get the contractor to reduce the out of pocket, but I haven’t heard anything on that as well. The downfall of this entire process is on AHS. I have been with AHS since 2000 and of late the service has become unacceptable. They have continuously made excuses and provide no resolution. I am a senior citizen being forced to live in a house where temperatures are recording in the 90s. There has to be some legal ramifications associated with this behavior.

By the way AHS
I am sharing my comments to social media to WARN EVERYONE to NEVER use your company !!!
Word of mouth can make or break you.
CHOOSE WISELY !!!

We have been getting the runaround for 3 months over our air conditioner. They have handed us off to 3 different contractors. We call and of course we can NEVER NEVER NEVER talk to anyone that matters. We have tried so many times to speak to management, to corporate, to CEO, etc. Absolutely to no avail. It is 102° in our upstairs and has been for 3 months because this company, American Home Shield, does NOT, stand behind its warranty service contract. They are more than happy to ROB you of your HARD EARNED MONEY every single month, but they have ZERO intentions of ever following through on their end with fixing or replacing things.
So for everyone here who is having the same issues we are, You can start a legal claim go to….
fairshake.com/american-home-shield/dispute-help/?top-bar
In the drop down there is a selection SPECIFICALLY to start a claim against AHS.
That’s how “popular” it seems AHS has become in arbitration from screwing people over. This is going to be our next step if they don’t get their $#!T together and get our air fixed !!!
They will then be responsible for A LOT MORE than just that ! It would be cheaper for them if they would just stand behind what they said they would do in the first place.

Claim #132315478

On July 11th I filed a claim for my AC
I was told I must find my own repair vendor that mets certain criteria and would be willing to work with AHS. My vendor quickly submitted the diagnostic information to AHS and we were told my AC repair claim was submitted to the Authorization team and typically 24-48 hours to respond. Everyday since then I have followed up and been told my ticket has been escalated and a supervisor will contact me in 24 hours. Not one call or email once so far.
My home has been 85-86 degrees everyday for my children and myself and it’s absolutely miserable. I am told over and over again I can not speak to supervisor but one will call and no other action can be taken to progress my claim approval since it’s a different dept and only an email from customer service can be sent.

I just need someone to help me reach the right person so we can progress my claim. I pay for this service year after year and now when I have needed it I am told I must find my own vendor, have that vendor contact AHS and submit documentation and now we have been waiting for 7 long days for a response to see if they will authorize the work so o can pay out of pocket and then hope AHS will reimburse me. It’s frightening to think I have to borrow money and hope to be able to pay it back if your company truly comes through on what they stated.
I feel helpless, frustrated and at a loss right now.

Please let me know what else or whom I can speak to to get my claim reviewed and approved to progress the repair.

Thank you in advance

I work from home, in TX. My AC went out. You didn’t have a contractor available, so I was given permission to get an outside contractor. Everything was done according to your instructions, but I’m still waiting on authorization for the contractor to install a new AC. It can’t be repaired as it takes R-22 refrigerant. Then y’all had the audacity to send an email survey asking if my repair was on track. No it’s not because you haven’t authorized it yet. Customer service keeps giving me different answers. My request to talk to supervisor or member of the escalation team is being ignored. All I’m ever told is 24 – 48 hrs, which seems to be your standard response for everything. Honor your contract with me and approve the installation. This is a health issue, and may soon become a legal issue. I left messages for the executive team with my phone number, and need to be contacted at the callback number I left.

My contract went up $30 dollars per month and no one could tell me why it was raised so high. The service rep Sean (808-7325) was so rude and would not answer my question. He said it was the cost of doing business.

I have been waiting a month for someone to fix my washer I got no update on the status of my service call please help in this matter

I need help, because the Customer Service line keeps making excuses and apologies and still does nothing. I had a pipe leak in the upstairs bathroom causing secondary damage. I filed the service request on MAY 15th, 2022 and paid the $100 fee for a plumber to come out. The plumber came out and said that the ceiling downstairs underneath the leak had to be opened before he could do the work, then he left. We opened the ceiling, made sure there was no mold and called again. After multiple calls to the plumber and your customer service, the plumber eventually came out again. He said he didn’t have the right tools to fix it, but he would come back in a few days with different tools. He never came back. The plumbers answering machine always picks up and says not to leave more than one message and they will call back shortly. We have been in circles – never getting calls back from the plumber and your customer service saying they will call the plumber and we need to call also. This has been 2 MONTHS and we still have a hole in our ceiling, and an unusable shower. Your customer service always saying the same thing and promising to get it resolved, but never get back to us. At this point, they should call another plumber who will do the job, and not keep waiting for the previous plumber who is obviously not going to do it. There is nothing but a phone number to resolve this – no email or address to address our concerns. I hope somebody in corporate is reading this message, and will step in and do something about it.

(Today 7-13-2022) I have been with AHS for over 20 years. But for the last 2 claims the experience has been “Terrible”. The people in customer service are dishonest and tell you liars to get you off the phone. I have asked to speak with a supervisor and they are too busy to take calls or make call backs. I have been trying to get the dispatch dept. to assign a Technical to come to my home for two weeks and I called again today, now they are telling me to wait longer. I am so upset right now and sick of all the run around this company is doing. My last claim I end up paying out of pocket and never received monies from AHS or my account credited. I am disappointed and will cancel after this claim is resolved. Please stay away from AHS they don’t care.

Service request for my over the range microwave is not complete and the AHS service department says that as long as the microwave heats and turn that the rattling and horn sounds from the microwave is not covered. It’s not normal for a horn sound to come out of the microwave and the contractor assigned has been twice and replace a turn value hoping this would correct it. It did not and now AHS agent is saying it is a closed request since the microwave heats.

I tried to cancel my policy and the Retention department is telling me that since my contract ends in October that my policy can’t be canceled without a month service payment. I’m not getting service and I can’t cancel?

I feel that I’m a victim of Fraud and “fine print” so that AHS does not have to send another contractor or replace the unit

If that is the final case I will not spend another penny as of today, July 13 to AHS and I want in writing that the policy is indeed canceled

AHS. I have been a customer since 1994, closing in on 28 years. When he came to customer service, this company was one of the best. Fast forward to today, or say the last three years, this company has the worst customer service possible. All your calls go overseas. You cannot understand what they’re saying. I’ve called them two times in recent months and have put in over 10 calls trying to get answers. Like many others that report here, I’m on my 33rd day of trying to get things resolved. Back in the day, when I made the comment their service was one of the best, they would call you and follow up and ask you how your service was. If your service was not up to par, they would offer to send somebody out and get a second opinion. They were there to make you happy and did whatever it took to make sure you were satisfied. Those days are gone. Nordstrom‘s, the retailer, has always been known for their customer service, and they are great as we all know, this company was a close second, but not anymore. Today the company with the best company service is, “Simply Safe”, the home security company. Mr. Rexford Tibbens, who runs American home shield AHS ,is all about the money. Money talks and customer service is at the bottom of their priority, because, like I said it’s all about the money Follow the money, make the money, screw the customer, but make the money. Money is what it’s all about. You the customer do not matter. Threaten to quit, drop them, it doesn’t matter, they just sign new people up and dilute the situation to where they are making more – money signing people up so fast they don’t have to worry about those of us that dropped them. They figured out the secret sauce, and don’t really care whether your problems get resolved or not, because it’s all about the money. Like I say, I canceled their program after 28 years and this month I’m moving on to one of their competitors. Not sure the competitor will be any better, but they can’t be any worse, so in my mind I have nothing to lose. In the last four years, American home shield has almost doubled my monthly price, while my service has gone to hell. Money Money Money Money Money Money Money Money Money Money Money Money Money Money Money Money Money Money Money Money Money Money Money Money Money Money Money Money Money Money Money Money Money Money Money Money Money Money Money Money Money Money Money Money Money Money Money Money Money Money Money Money Money Money Money Money Money Money Money Money Money Money Money Money Money Money Money Money Money Money Money Money Money Money Money Money Money Money Money Money Money Money Money Money Money Money Money Money Money Money Money Money Money Money Money Money Money Money Money
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I put in a service request for my free ac unit service over two weeks ago and when I call this morning it was know service request for my Ac unit I pay my premiums every month but it was a female representative who was talking bad to me by cutting me off after every word I want to cancel my service unless we can make a resolve because it’s a lot more warranty companies but I thought American home sheild would be best but I guess I’m wrong my name is Maurice Bond and my number 901-279-1516

Every comment in here is consistent enough for a major class action lawsuit for fraud. I’ve had the same HVAC problem for the last 3 years with no resolve.
1) If you’re with them, find a better home warranty provider.
2) Pay for a professional to come assess your maintenance problem, get good notes, and take pictures.
3) Send them the bill, when they refuse to pay or correctly repair the issue, make sure it is in line with your “contract”.
Most companies they contract with will tell you what you should do and what AHS will allow them to do.
Record that conversation and go hire a lawyer. As veteran, it’s a shame they love to scam people out of money.

My ac unit is not working. I have kids and I have been in a heat wave where my house is running at about 90 degrees here in the south. A month ago I called AHS and they erroneously tagged my call at 6/23…. they sent out a contractor from Xtreme Heating and Air on 6/28. The contractor told me that I need a part replaced and that his company would contact AHS. Today is 7/6 and no one seems to be able to tell me what is going on, while me and my kids are suffering in this HEAT. I call AHS everyday only to be hang up on, promised that a supervisor will call back etc. THIS IS RIDICULOUS CUSTOMER SERVICE!!!!! I have bought 3 industrial type fans which just blows the hot air around. I just checked and AHS does pull my monthly payment ON TIME every month. I would rate the service at ZERO (0) but that’s not available as a choice!!!!

This company is a joke! My central air has been down for 6 days My husband had a stoke, My cousin breathing problems. The sent Chams heating and air. Haven’t heard from them in 6days. Can’t leave a voice mail. It’s always full.
Home Shield is even worst.They don’t respond or give bulllshit excuses as if they care. Then act like they give a damn.Thwy don’t try to accommodate you at all! If I don’t recharge out to them you truly won’t hear from them.
Missouri weather has been brutal! You pay them. When you need them. You will be up a creek with no paddle.
Horrible! Unprofessional! Non Xaring Scammers!

I want to talk to somebody and corporate I want to talk to a manager supervisor director somebody in charge these people that you have outsourcing they are not doing their job and the technicians and representatives they’re not doing their jobs and they make up nothing but excuses when the work is not being done if the work is not being done I don’t care what you came out here to do if we’re having the same problem are we having any problem related to the problem that you fixed it’s not the job is not complete and it’s not acceptable and it’s been less than 30 days and you want to keep having us wait a week in 2 weeks for somebody to come are you going to send the same people out here I don’t want nobody in my house that’s when I come out and fix stuff halfway or not fix it right and put me in my family in danger what do you people think I’m stupid

Also you continue to have us talk to outsourcing representatives from different countries they are rude they are disrespectful and they act like they don’t understand English but they speak English and they’re not solving any problems they have no solutions when you want to go over they head the tickets speak to a manager supervisor or corporate office I had to go through this with xfinity that’s why I don’t do business and this expenditure is for why my house is almost catching on fire are we having electrical problems due to their equipment the doctor that was plugged into the garage the boost the signal of the cable I don’t have all that now I have AT&T And I’m trying to get the electrical problem fixed that the equipment that the equipment that xfinity calls and they just want to come out and follow criteria instead of doing the troubleshooting the fixed the problem that’s causing the outlets and the switches to go out

We’re having a problem we can’t get a number to a corporate your customer reps and outsourcing representatives are not doing their jobs you sent RNR electrical to our house twice to fix a electrical problem and outlets and switches they talking about they just came here to fix a switch when we got electrical problem and we had a burnt adapter from xfinity that caused the electrical problem in our garage with touch with the outlet in the garage the reset outlet in the garage the reset outlet in the kitchen and then several outlets and switches in the house we have a electrical short or electrical wiring problem are we have a fuse problem in the main circuit breaker problem the 10 and the 15 outfuses can’t be increased to 10 the 20 apps because they are all on the same wiring system and any

I requested service for my heat pump on 4/25/22. First contractor came diagnosed as it was unrepairable. I requested a second opinion from AHS.On 4/27/22, the same diagnosis was provided by second contractor. Every time I called AHS I was told call assigned contractor. Several times the AHS call representative would call but never able to reach the company. This has gone on from 4/25/22 to 6/17/22. The ticket is still open! I was told that I would offered a cash out options by customer retention, Ms. Roddy. She never called or emailed me back. She refunded the 75.00 for service fee in April. I have contacted BBB and AAA which filed my claim.
Since then we had to purchase a new heat pump out of pocket on 6/17/22. I have been a customer for over 12 years. All I want is promised cash out option for my heat pump replacement! I has been 2 months since service call was opened. Terrible service! If only AHS actually did what the promised on their commercials!

Have been without ac for over 5 weeks now in 100 degree temps. NOBODY is helping us out. No return calls, nothing~ This is the worst service ever. Almost time for contacting attorney.

I purchased a plan with American Home Shield to cover my home warranty from 10/11/2021-10/10/2022. In my contract #587858XXX I was given a Payment Type of 12 months with the Agreement Price of $587.88 with a Monthly Payment price of $48.99. For the first month they claim they “prorated” me and charged me $55.99 and the next month it was only $27.99. After that the monthly payments were supposed to be $48.99/month. Here it is June and my bank account is low (prices are through the roof, economy is horrible) so I decided to look and seen that they have continuously been taking $55.99 out of my account every single month instead of $48.99. When I called and asked for a refund and for my account to be corrected I was told that because it was June and the contract was over in October there was nothing they could do about it. EVEN THOUGH my contract clearly states $587.88 @ $48.99/month. I had to wait 24 hours for a supervisor to call me back and when they did after arguing with “Sabastian agent # 11191678” for an hour I decided that he is just wasting more of my time. I would like to do whatever it takes so that this does not happen to anyone else. This is horrible and unlawful!!

I contact American Home Shield to get a washer fixed. I was put through the ringer by overseas reps. They don’t understand issues and they don’t check with contractors before scheduling your appointments. They tell corporate that they are doing their jobs but they are not. This is the second time I have had to contact American Home Shield with an issue and both times I have had to contact Corporate. They are really hurting their business sending everything overseas because they do not understand. Not as thorough as their commercial portrays them to be.

I can not get service its been a week. All I get is someone is coming to call me but they never do. I have ac issues and I am told service provider is going to call but they don’t. I been calling every day

I’ve been a Customer for tge last 20 years. My home was built in 1999 by a replicable builder. Being new to homeownership and dependent
Upon my builder to provide all the equipment that’s to code. This leads me to the problem I continue to have upto m most current repair in May 2022; clearing back up of sewage in my bathrooms showers,tubs, and toilet. At $75 a visit, I have paid since the start of this problem in 2009 a couple thousand dollars. Took me a month or better fighting with your customer service to send a camera to investigate why this keeps acquiring only to be told a request was needed from the plumber which was done with some bantering back and forward to be told my contract does cover my pass through if not in covered housing. Why when I built my house would I know that; my contractor installed what is code and my most current episode in May with the plumber says it is code. You would think after so many visits, to my home for the same issue would be concern but no AHS is only interested in the $$. I was advised to read my contract coverage overview A. To me it appears to cover my ntry point which is covered.
It is also noting that for several years I’m never able to speak with local representives in the USA; it’s unfortunate that all of your reps are out of the country and the language barrier and their lack of knowledge provides a barrier.
Your attention to this matter will be appreciated sooner than later.

Worst service ever. We’ve had multiple problems with this company. The latest is that since March 1,2022 they have not been able to repair my fridge. They have a so nothing customer service department that is not empowered to solve any problems. They typical say they must call the contractor and then I should call back tomorrow. Usually spend about 45 minutes per phone call. Customer service reads from a script and will not deviate from it. I’d say about half the contractors they use are legit. The other half are sc not interested in doing any work or are incompetent .

I’ve only been a member of this company for less than a year and I’m glad they’ve shown me early on of their poor practices. The representatives are liars, when you ask to speak to a supervisor it never happens thereby your problems still exists. I will be canceling my membership and pay for repairs myself as I’ve always done! AHS is a rip off!

I have repeatedly asked that my payment date be changed since money deducted 4/5/2022. Also have repeatedly requested that a printed paper copy of the policy be sent to me by the U.S. Postal Service. It is your business expense to furnish policyholders with a copy of the policy. I am not going to get it off the internet and use my time, my computer, my printer, my paper and my ink to print your policy. If you cannot send me a copy of the policy or get the due date right, cancel my policy and refund my money.

I have old appliances and when they go you better replace them. After reading the comments below, I am going shopping for another home warranty policy.

I cancelled this company. American Home Shield is not worthy to be called a company. I spoke with several reps and all had different and contradicting answers. NONE HELPED. I ended paying FULL price for a covered item. This was becase reps did not know their job and gave me incorrect information. Been with AHS for 2 years and had only one emergency and AHS DID NOT DELIVER. They know how to take your money. But the one time I needed them they caused nothing but confusion and inaccurate information causeing to spend several thousand ON A COVERED ITEM. TERRIBLE COMPANY. DO NOT CONTRACT WITH THEM!!!!!

You are the WORST company EVER! It has taken almost a week to get a hot water heater, and I still DO NOT have one. It took 5 days to get someone to even come out to look at it, and now I am still waiting 2 days later to get an answer. When I called customer service, they told me that it will take another 24-48 hours to decide what they will do for me. I pay my premium on time every month, so I don’t have this problem, and yet here I am. We have out of town company and my son’s graduation this week, and I won’t have hot water. YOU DO NOT CARE about your customers! Period! When I asked to talk to a supervisor I got the run around and never was able to. I WILL BE REPORTING YOU to the Better Business Bureau and anywhere else I can! SHAME ON YOU for pretending to care about your customers!

Had two horrible experiences with AHS this past month. Ended up paying for everything myself. Wrote them a long complaint letter and sent it to the Headquarter address that is listed online. Well…just got the letter returned to me stating unable to forward? Tried several e-mails that I could find for them to e-mail the letter to them…all bounced back as Mailer Daemon. Has anybody been able to obtain a valid e-mail or address for this company?

Anyone else here want to start a class action lawsuit for wasted time, money, and sanity due to the ineptitudes of this company? I’m serious. knhuber@aol.com

The provider was assigned to cannot come to my home until next week. However, I have another LOCAL AHS provider who can come tomorrow. As of now, I have been on hold for 37 min. trying to get the AHS rep to reassign my service to the 2nd provider. This is ridiculous! I’ve been a long term customer of AHS and never had this kind of issue. I’ve always supported AHS on Facebook, etc. but I am not sure I can anymore.

I’ve been with AHS for 30+ years. My water heater is leaking and ruining my brand new carpet. AHS won’t pay for emergency repairs, they expect me to wait for three days for someone to contact me! Seriously?? So now I have to wait three days to cancel the #*@! contract!!!

Total agreement with other reviewers. Horrible company. Absolutely useless. After paying premium fees every month, when an appliance does need repair, they try to weasel out of it. The so-called technicians that they send are inept, misdiagnose the problem, order parts that are not needed because they are not what the problem is, for example ordering door locks for your washer, when the problem is the water component, then order a new set of parts. Which of course, they never come back to install. Additionally, their “technicians” invariably create new problems which American Home Shield refuses to address and you are expected to put in a new service request and pay all over again. We have had technicians wrongly connect pipes so that water comes through the furnace, dryer was supposed to be repaired for heat sensors that now leaks gas. Customer service reps are incompetent. All they do is scatter a few “I apologize” but don’t address your concerns. Or at worse are rude and obnoxious on top of not addressing your concerns. And as others have noted, they WILL NOT transfer you to a supervisor or manager. Save your money and a whole truckload of stress and avoid American Home Shield like the plague.

We have been customers with you for years with no issues. Now because a plumber failed to fullfill his job we are going on 3 weeks with no use of our washing machine, kitchen sink or dishwasher. We are a family of 5! Calling customer support is a joke, we have been lied to several times. I have called multiple times to speak with a supervisor only to be told they are not capable of such a thing. We will be taking our complaint as high as it can go and will not recommend your services to anyone ever again. We will also be taking our business else where once this matter is resolved. This is the worst customer service experience I have ever had to deal with. I work in customer service and I can tell you right now this is not how you handle an issue with your own procedures. You failed, your system failed and you should be ashamed. I am still currently waiting on a supervisor to call me…..

To whom this may concern,

name is Victor Theimer, and I have been a proud customer for years. Last month I put in a request for some one to service my pool equipment. The contractor you folks assigned the claim never called me back, never set up an appointment, and did nothing about my pool equipment. I called in after not hearing from anyone and your company agreed to send out a different contractor. The new contractor, same thing never called me back or did anything about my pool equipment. I’ve been on the phone with your company for hours and after getting disconnected several time on hold for hours, it seems like no one can fix this situation. It’s almost been a month and I have not gotten a response or a vendor of yours come out and look at the pool. My pool water is turning green and I need help. The American Home Shield rep said the only thing they can do is put a claim in que. The rep earlier today said she will transfer me to the escalation department and I’ve got disconnected. The 3rd rep today said the escalation department is not available after explaining I just got disconnected with that department he will have a team lead call me back, I still have not gotten a call back. I even inquired if I can call a pool vendor and they said I can’t and they can’t reimburse me. By far this has been the worse customer service I’ve ever experienced. Can you please help me.

I have tried to contact a manager with this company I understand outsourcing but it is really unfair no one calls back from corporate. I am a very disappointed customer. I have been with this company for 9’years. Very disappointed customer

Absolutely appalled with the lack of communication from the service provider. Left and said nothing before leaving. The office for the service provider said very little. Today, I have talked to two different representatives and found out information that should have been conveyed three days ago. But the contractor showed up so I get to kiss the fee I was charged.
Hopefully, the corporate office will return my phone call.

American Home Shield is a joke! I’ve been waiting for a service repair for 3 weeks on 3 appliances and no one EVER follows up! I call and no one gets back to me! What does someone need to do to get service????

Shame on you!!!! Robbery! Refuse to send someone back to finish work; back in October, vendor said we can’t finish the work and will need to come back in spring ‘when weather gets better’…. AHS has our notes and you won’t be charged for us to finish the work. Weather is better so i called to make the follow up appointment and AHS says ‘work was completed and vendor said no issues’. I said that’s a bold face lie. Waited longer again for another supervisor who then said ‘well, work order expired so you have to pay 150 service call again’. This is just the short story. There’s not enough room in here for me to tell you how horrible the phone call was- we’re screwed – costing us time and money and to them it’s laughable

05/05/2022, AHS is worthless, I will be cancelling my contract as soon as it is over. I have used them for over 10 years on each of my property. Most of those 10 year, I am sure I did not file a claims but they received my payment monthly. I submitted a AC request because my unit was not cooling, they came out and supposedly fixed the problem. Here we go again, the unit is not cooling and they sent the same company out to fix it. The company states I need a part, that AHS has to order. I called AHS to find out what was that all about. The customer service rep Lorraine, is telling me I have to pay over $1000 for the part to get it fixed. This is crazy. If that is the case, then I should just call my own tech and have them fix it. I asked to speak to a supervisor and she kept putting me on hold. No supervisor as of yet. Mind you, I live in the Miami FL area were the outside temp is over 80 degree, so my inside temp is well over 80 degree. You cannot understand what the reps are saying and instead of them transfer you to a supervisor, they give you this song and dance. I am waiting for a phone call from a supervisor and their corporate office. If I don’t receive a call back within a few days, I would be contacting my attorney to see what I can do. I am very disappointed with AHS

Absolutely would never recommend your company.

After 20 YEARS as your customer you only offer $500 to replace a water tank. NOBODY will do it for that

So…I just spent 2 hours of my time with your rude representatives. Each one wrist than the last. The last one however badge number 8065858( if that’s the real number), had to be the worst. After talking to me in a condescending, and very arrogant way, proceeded to argue with me, get smart with me, and also told me that they were not intimidated. To finally get to a resolution I attempted to end the call by asking 8 times for their superior to which I was told they would get back to me. In the end never will ever recommend anyone do business with this company again. Thank you.

4/15/22 UPDATE: After multiple calls from Dan in their excallation department assuring me that the problem will be resolved and he is personally going to handle it. I received a call today from a completely different contractor HVAC Aire1 LLC to schedule an appointment. When I asked the purpose of the appointment they stated it was to diagnose the problem and determine what needs to be done. I told them that I have had Air Command as the assigned contractor from AHS since November and they determined the system needed to be replaced due to a fire hazard the unit posed so why would they need to come out to re-diagnose the problem when I was given assurances that the unit was already being ordered from another company so I was led to believe?! My issue has still not been resolved since NOVEMBER 2021 and its now April 2022! NO ONE FROM CORPORATE HAS CONTACTED ME TO TAKE ANY ACTION AND ALL THEIR CUSTOMER SERVICE IS HANDLED 3RD PARTY OVER SEES. I’ve had the worst experience with AHS whom was provided for my warranty when I purchased my home in Mesa Arizona June 2021. AHS was not my choice but highly recommended by my agent. I’ve since had NO HEAT during the winter months and AHS has been contacted over 6 times to ask for an update as the HVAC company they sent out stated that the furnace is unsafe and posses a fire hazard and needs to be replaced. Each time I’ve called to get an update I’ve given the same answers “We’re sorry for the inconvenience”, “Let me assure you that I’m going to do my best to resolve this problem for you today” etc…and still no avail. I spent the winter freezing in my home after surgery and my husband has been ill as well we are both in our 60’s and have never experience such unprofessionalism from a company. Quick to take multiple co-pays but when it comes to service they fall short. We also detected a leak that we believed may have some from the water heater or toilet. AHS sent a plumber out who stated it wasn’t from the water heater but from the toilet however he didn’t repair the leak from the toilet stating that would require another call for service. I called my home owners insurance who sent out a company as the leak continued even after the toilet leak was repaired come to find 10k later the leak was in fact from the rear of the water heater…no thanks to AHS the damages were far worse since the tech couldn’t find the leak… Hopefully someone of authority contacts me to make this right instead of calling their service number and speaking to only individuals from another country. People expect service, communication and resolution not pleasantries and scripted responses.

Service man from Frontline came out Friday,, April 1st to look at a leak coming from my ceiling.. He came without any tools,, loked at the ceiling and stated that he needed approval. He left and never came back I call AHS and they told us that his report stated that he diagnosed the problem as a pinhole which they do not repair.. I asked AHS if they knew of this man having xray vision and could see through drywall. After a frustrating conversation convincing them that drywall had to be cut in order to see the pipes,, they offered a second opinion through A-Z plumbing.. Our appointment was on Monday 4/5/22, they showed up, we buzzed them in, but they didn’t come to the house. My spouse went to the gate and saw them in a parking space rescheduling our appointment to which they never came to. The next appointment was on 4/6/22 and they just fid not show. We called AHS and they said that A-Z rescheduled us for 4/8/22. We told her that we wanted another person and they told us to wait until after the appointment tomorrow and see what happens. All I know is that I never had any problems when I was in TX so there is something really wrong now with customer service and service period. We should be signing something after the job is done. The servicemen should not just be able to do whatever they want.

AHS has the worst customer service I’ve ever seen and its only been a few weeks since I’ve had them. I believe they have a third party call center working for them and they are horrible when it comes to assistance.

Terrible system. Don’t waste your money. I’ve been trying to get reimbursed for the service rendered. I had two toilets down and they couldn’t get service for me so I had to get an outside vendor. After getting permission to use the vendor I have yet to be reimbursed for the after waiting 5 months. They keep saying they can’t find the emails with the invoice. Don’t waste your money because you won’t get any service on time nor reimburse you when they can’t find anyone to help you.

Just curious……If any of these concerns/complaints have been addressed and/or resolved. I’m not sure if it’s even worth to post a complaint.

I’ve had the worst experience with AHS whom was provided for my warranty when I purchased my home in Mesa Arizona June 2021. AHS was not my choice but highly recommended by my agent. I’ve since had NO HEAT during the winter months and AHS has been contacted over 6 times to ask for an update as the HVAC company they sent out stated that the furnace is unsafe and posses a fire hazard and needs to be replaced. Each time I’ve called to get an update I’ve given the same answers “We’re sorry for the inconvenience”, “Let me assure you that I’m going to do my best to resolve this problem for you today” etc…and still no avail. I spent the winter freezing in my home after surgery and my husband has been ill as well we are both in our 60’s and have never experience such unprofessionalism from a company. Quick to take multiple co-pays but when it comes to service they fall short. We also detected a leak that we believed may have some from the water heater or toilet. AHS sent a plumber out who stated it wasn’t from the water heater but from the toilet however he didn’t repair the leak from the toilet stating that would require another call for service. I called my home owners insurance who sent out a company as the leak continued even after the toilet leak was repaired come to find 10k later the leak was in fact from the rear of the water heater…no thanks to AHS the damages were far worse since the tech couldn’t find the leak… Hopefully someone of authority contacts me to make this right instead of calling their service number and speaking to only individuals from another country. People expect service, communication and resolution not pleasantries and scripted responses.

I really need to speak w someone

There service suck can’t get people to come look at your appliances and then give you the run around when there policies stat that someone will be assigned to your job within 48 businesses hours. Then they want you to find a vendor and no one want to deal with them because they don’t pay. Then except you to pay out of pocket and jump through hoops to get reimbursed. What a joke.

Good afternoon Sir I am sending you this email in regards to the service that I received in regards to my heating unit the first represented a repairman came to my home he diagnosed it at being something pre-existing so I was told that American Home shield would not cover it I request for a second opinion repairman came out diagnosed the problem which was not pre-existing the part that they needed they said they would have to wait a couple weeks to get it a couple weeks turned into months I just received the part in February they placed the part on the unit now the unit with the same problem is happening again the represented said that I went past the 30-day mark so I would have to pay again I am not working and when I got the contract with American Home shield I was told American Home shield only use manufacturer parts evidently this wasn’t a manufactured part that was placed on there I’m not sure the repairman with very nice the part that was put on the unit has went bad within that short time period all that I’m asking is that if someone could come back out to my home at no charge due to the fact it’s the same problem I’m not working so I have limited funds I’m just asking something could be done so I can get out of the cold I made my monthly payments to your company since I started I don’t have no extra funds to pay over for something I already paid for and I had confidence in your company that it will stand behind the companies that they sent to my home to do the repairs thanks for your time sir but I just need some help to get it out of the cold I just feel even though it’s a few days past the 30-day mark that I could get some help from your company due to the fact that I was told in December that I will receive the part in a couple weeks but it took months I was patient in waiting to get those repairs in the cold so why can’t American Home shield take in consideration all what I have been through dealing with these matters with my heating unit thanks for your time sir look forward to your response

TERRIBLE CUSTOMER SERVICE !!!! My dish washer broke on Jan 28, 2022. I have been calling and leaving voice messages and here it is March 19 and no fixie dish washer. Call center is not in USA. I have been with AHS since March of 1988. I have spent about 18,000 dollars in monthly fees.

My name is Solomon Dean
I really need to talk with someone about a few incidents that happened. I am taking out a loan to have plumbing work done. Wastold tht yo

This is a horrible company with poor customer service and as far as i can see, horrible contractors. Left me with a toilet that would no flush for a WEEK. You cannot rely upon them for service and they do not seem to care about your issue at all. I will cancel once this contract is over – i am only with them as it was part of the seller’s contribution to a home purchase. There are other companies out there with better ratings – just do the research!

Terrible customer service. Noise in background sounds like reps are in a bar. Asked to speak to a supervisor I was told they are all too busy to talk to me. The reps also claim they have to fill out a form for a customer to speak
to a supervisor. I was told it takes 3 weeks to get a paper copy of my contract and I have bern asking for 5 months. Repair person was rude.

I enrolled with AHS thinking they would be a reliable USA company. Now any time I call I am connected to an agent in the Philippines with no supervisor available to speak with in the USA. I have a water leak under my slab. The plumber will not return to repair the leak without installing an isolation valve at my expense, $800.00 to $1,000.00. His argument is that he cannot tell whether the leak is in the yard or under the house. I dug under the slab and I can see the water coming from under the slab. Slab leaks are a nasty, dirty job to fix. He is trying to pad his company’s bill by insisting on installing the valve. Dealing with AHS and the plumber allows each entity to shift blame to the other. Disgusted with AHS!

Worst service ever! AHS has unsatisfactory service. Cannot get a contractor to come fix appliance, and the worst is they want you to pay for services upfront, prior to scheduling a contractor. I have had dropped calls and I honestly believe it is the representative hanging up on me. No call backs and you wait on hold beyond a reasonable length of time. I pay my monthly fee (that’s were they make their money) only to be provide with the most unacceptable customer service.

I have been a customer for over 15 years. I have had pretty good service up until the last couple of calls. The contractors may or may not show up, and are even less likely to fix the problem. I had a contractor come out for a simple step replacement in a shower faucet. They didn’t fix it and it took 30 calls and 18 days to get them to update the ticket. Then they closed the ticket without resolution. AHS believes I should have to pay another service fee to get an additional contractor out to my home. Customer Service would not really help and did a good job reading the script but once it got complicated, I was told there isn’t anything they can do. I asked to speak to a manager and was told it can go no further. Since the corporate office in Memphis doesn’t post contact information for its executive staff, or even directors and managers, I guess she was correct. I would like to speak to someone at the director level on my experience and give them an opportunity to make right before I make my decision on whether AHS is the same company I started with or if money takes precedence to service. This is the second time I have been left with a sour taste due to the contractor not fulfilling their responsibilities.

Service Request #: 98386318

I opened a service request Jan 29 2022 for a leaking water valve. The contractor showed up on Feb 2 and that was the last I heard from them. I have called them several times and they say they have not received authorization for repair from AHS. I have called AHS numerous times and they say it’s been approved. The AHS website confirms AHS has given authorization. This has gone back and forth for a month. AHS tells me every time I call they are going to elevate the issue and that I will receive notification within 48 hours. I never hear back from AHS so I call and repeat the process.

I do not believe the contractor (Direct Connection Plumbing) is being truthful. I’ve researched this company and they have very bad reviewers. I have repeatedly requested AHS send a different contractor but they refuse and so I remain in limbo.

I have been a AHS customer for several years and have never had an issue. I am deeply disappointed and extremely frustrated that AHS does not appear to have genuine concern for their customers. No one seems to care to resolve the issue.

If AHS cannot resolve this issue immediately, I demand a refund of my service fee so that I can cancel the current service request and look for a reputable plumbimg company that will fix my plumbing issue. I prefer to call a plumber on my own than continue waiting endlessly for AHS and a disreputable plumbing company.

Rafael Garcia
6198403413

Your organization is managed terrible. 2 plumbers in all of Bakersfield which you will have to go out and find your own plumber. Why have a warranty company…….not for convenience but to raise your blood pressure.
Not only do you pay $100 service call but no plumber means find your own and pay for it. then wait for reimbursement which is now over a month and I am told after sending the information/invoice a few times and reconfirming the email address………….well it was not received. I need help again today and same thing…..call back n 4 hours…..call back in four hours. What service are you providing? You need more plumbers to service your customers.

Had American home shield for about a Year. Had them come out and fix a plumbing issue twice the second time the company says your septic needs to be pumped will put it in and will have somebody come out and do it I spoke to three representatives from American home shield all three assured me that it would be taken care of no problem just to be told it’s not covered after their people three of them told me that it would be covered and I have the email showing that. After speaking to a supervisor who gave no cares I told them that I would seek legal counsel since their representatives are the ones who said it would be fixed now mind you that’s not the issue and I’ve told them it’s not the issue I’ve told them that the whole mainline needs to be snaked and that the plumber that was here than a half job of doing and resolving the issue but they told me oh well too bad so sad they weren’t fixing it

Are you guys reading all these complaints about your services? Have you ever responded to all these people or I would be a new one? Do say who cares? What’s really going on with your company? Are you really concern to collect the monthly fee? I am another subscriber and having the same problem as others. I am keep calling to customer service and talk each time for almost 1 To 2 hours each time to Eve, Agatha, Peter, Angle and few more each time they make notes and asked me to give them “5” to the survey which I do because they are very good listeners and keep apologizing from me for not receiving good treatments. They also promised me they escalate my request to higher department and they tells me I would receive a call in few hours and max 48 hrs. But nothing is happening. They sent a contractor for my AC to fix it but they ripped me off and sold me a brand new junk AC under the homeshield name for $8400 which is not working and their own technician is not able to fix it too. Now I am stocked with non working AC Paid $8400 and home shield not returning my calls. The only solution the left for me to seek a legal advice. It’s such a big disappointment for me as a widow female and a senior citizen.

Subject: 12307038 ORDER#

569 Ridge Park Dr Montgomery Al

To AHS …. I have made several attempts to contact your order department on cancellation of this order for a black slate microwave recommendation you send . My original microwave is black and I will not accept an odd appliance for the replacement. How this was recommended is clueless to me the color black slate. The technician came to my home and wrote down exact color. I am also not going to accept GE charging a restocking fee or AHS either. Today I call numerous of times no one seemed to know anything and was clueless. I receive several wrong numbers ….Never could get a supervisor or manager on the phone to help stop this order from shipping. The installation dept says the order hadn’t ship yet on today of Feb 14…the Oder just was requested on Feb 14 @ 9am. This order will be rejected and a complaint will be filed with BBB if this matter isn’t handled and resolved immediately. My microwave
is black and I want a black microwave . Do not recommend something I do not have , this is why it’s called a replacement. You call whoever you have to … to get this done ….Cancel this order now for this GE black slate microwave!
Mrs Hardman

Worst company I’ve been trying to get my reimbursement back since August 2021. Horrible!!!

I’m canceling my contract today and going with someone else. I had Old Republic and at least they would allow one to choose a repair person in an emergency when they could not get one of theirs to respond quickly enough. I just might go back to them. I have now been without heat for over 4 weeks. The same tech who showed up over 3 weeks ago and ordered parts (could have got the same from Amazon in 1 day) came back to install the new parts but didn’t have the right tool!!!! So he left and I’m still waiting to know when he will return. I told them it must be today, but who knows?

Had been waiting for services for since 1/31/22. She has not had no heat. Had called over 5 time. An haven’t got no response yet. She is a senior and with her health issues should not bring going without heat in her home. She lives in painter Virgina 23424 AREA… NEED HELP URGENTLY ( 757-442-7727) home #….

HSA CEO Rex Tibbins and President Tim Haynes should be embarrassed to even sell these warranties. My realtor and her colleagues will not be recommending HSA, and refuse to sell one more contract.

My roof is leaking. 6 weeks, 7 calls. 2 contractor recommendations: 1 not in business; the other does not work in my area because I am “an hour and 25 minutes away”. HSA’s “highly escalated team” is not escalated, but my anxiety is. Once again, I am waiting 24-48 business hours for their caring dispatch team to find someone. I have 2 contractors whom local folks referred to me — one is a half mile away. But HSA will not honor this, despite the fact that 6 weeks have passed and my walls and ceilings have peeling plaster and paint. Based on my experience with this company, their contractor list is a farce. The last person they sent to handle a different claim arrived 7 weeks after my initial contact and was 3 hours away. These current 2 contractors are out of business or do NOT work in my area. I filed a complaint with the Better Business Bureau. I wonder if it will make a difference.

Good Evening to whom it may concern,

I have been a customer of American Home Shield for over 15 years. I have never been so displeased with a company until now. I had put in a service request on 1/19/22 and the technician from GE Appliances came to my home on that Saturday,1/22/22. At which time he told me that the parts were going to be on backorder at least until 3/8/22. He also stated that the parts may even be longer than that before they arrived at my home. I explained to him at that time that I could not wait two months for parts to arrive. I asked him if there was an option to take credit for the parts being ordered and apply them to a cash out option to purchase a new refrigerator. He told me that I would have to speak with my warranty company.
Since that time I have not had any resolution. I have spoken with a number of representatives and nothing has been done. I had one representative who seemed to be concerned and followed up with me. He sent several emails to the authorization department and nothing happened.
I am so disappointed. Is this really the best that the company can do? I feel like I am being handled instead of being served. I have heard that someone would respond in 24-48 hours since January the 21st. Here we are on February 8th and still nothing.

Please contact me
Sincerely,
James R.

got my Home Warranty with American Home Shield when buying my house. All ours plumbing come out two times and misdiagnosed the leak under my sink called another plumber it was fixed within 20 minutes called American Home Shield and I? Hundred dollars back they just said sorry for the frustration too bad so sad so another words they can send out whoever who does not fix the problem and keep your money as well terrible business terrible not a way to do your customers it’s not over yet I’m looking for the corporate office number which they said is closed permanently so there’s your answer

I have a wall oven that should be replaced for $0. but they are out of stock I dont want to pay 1,100 for an upgrade They said I have 20 days to get or get a check I just want the 0.00 wall over and get no results I am A Realtor/Broker and they push us to sell these with no Comm. How can I push something that isnt the greatest to my customers

I don’t have experience with American home shield located in other cities but the service is worst in San Diego. I recently bought a home and from friends recommendation from cities, we bought American home shield. Within 5months we realized that was a big mistake. Our refrigerator was not cooling and completely stopper working on January 5th, 2022. We immediately informed AHS, they dispatched a tech from Expert appliance couple days later. We informed him that the compressor has to be replaced from our experience but he ignored our words.He unplugged our refrigerator and plugged it back and said he resolved the issue and the fridge will start cooling in 5hrs and nothing happened. We called this guy again the next day and asked him to order the compressor. He said ok and mentioned that it will take a week to get the parts. We were fine waiting a week hoping to get this resolved. He came back after a week and replaced a thermistor instead of compressor. That’s when we realized this guy doesn’t know anything about repairing and shows up as technician to unplug and plug the appliance.

We called AHS and told them that we need a different technician as we are happy with what he did. AHS made a new service ticket and asked us to pay another service fee because they can’t assign a different tech in the same service ticket. By now we were not worried about money and want to get this resolved because we were already without fridge for 2weeks. So it took another 3days for new technician to come and this guy is pretty knowledgeable about the Lg refrigerator that be brought the compressor with this. But the twist here is that he says he doesn’t have time to fix this compressor because it takes 2hours yo fix. He showed his appointments and told us he doesn’t have time. He gave February 1st as the earliest appointment which is 2weeks from his first visit. My question is why do you even visit the customer if you don’t have time to fix their problem?????
We kept calling AHS to address our problem as we have babies and elderly who store medicines and can’t live without the refrigerator. We spent in whole 10hrs of our time on phone. It’s January 23rd and we are still without working refrigerator. Again with my experience with AHS in San Diego, they don’t have technicians available in San Diego who can address your problem immediately. You literally have to wait a month or even more than that. Fingers crossed for my technician to come on February 1st to take care of my refrigerator.

AWEFUL HOME WARRANTY COMPANY! STAY CLEAR! I HAVE BEEN WAITING 5 MONTHS TO GET MY WASHER FIXED!