Where is American Home Shield Corporate office Headquarters
American Home Shield Headquarters Address and Contact
American Home Shield Headquarters Location & Directions
American Home Shield Headquarters Executive Team
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Name |
Title |
|---|---|
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Mr. Rexford Tibbens |
President & CEO |
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Mr. Brian K. Turcotte |
Chief Financial Officer |
About American Home Shield, History and Headquarters Information
American Home Shield administers home service contracts. In simple words, they write home warranty. It was founded in 1971. Later, the company was acquired by Service Master in 1989. The service Master is into the business of providing residential and commercial services. The headquarters of the company is located in Memphis, Tennessee. There are around 1600 employees working with the company.
They offer repair and replacement of important appliances and systems that breaks down with time. They provide both repairing and replacing services.
Today the company serves more than 1.7 million customers. They provide online options for payment of warranties. It neither makes home inspection nor demands maintenance record.
The company allows the customer to select a plan. In the later stages, when the service necessity arises, the customer has to raise a request to the company to claim their replacements. The company hires local contractors to address the issues.
American Home Shield Headquarters Photos
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
Go to the company headquarter location online. There is a spot where you can summit your comments.
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
I’m with you on this. Please post how you get on. I think this warranty is a scam. When I phoned to complain they just tell me the service call has been closed. They really don’t care about their customers. It’s a complete rip off and a scam. I paid $125 for a rude plumber to appear at my house and spend 5 minutes then leave abruptly and tell me the problem is pre-existing and therefore not covered by the warranty. However the problem did not come up on the home inspection and it started after taking occupancy and we have the paperwork to prove that. However I am being told there’s no email address for me to send the documents to. What a joke company.
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
The warranty is a scam
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
Good luck Michael. I think this warranty is a scam
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,
Same thing happened to me with my washer!
Same thing happened to me too. It’s a complete scam
This warranty is a complete scam
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.
Sara contct the bbb they helped me.give them save detailed report try to write down names to speak too all the time between home shield and contractors notice times of day and dates like an outline than send to bbb as a complaint online it will work
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!
Contact bbb and put in an online complaint about American home shield with. Dates u contacted them and contractor do an online complaint and you will get faster results hopefully not waiting that long
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.
Tip: complain to Memphis Better Business Bureau and you’ll hear back from AHS.
I’d definitely send the bbba copy of your complaint cause they helped me resolve a refrigerator replacement. You should get ahs to replace both units since it’s in the agreement. Looks like that contractor is definitely taken a huge advantage of you 17k for a unit I am definitely sure there are lower priced units that are reasonable even if u could afford it ,you shouldn’t have to pay that huge high amt. Ur being price gouged by the contractor. Call or write the bbb online in ur state and complain about ahs put in a resolution for them to replace both units I bet u will get alot of help from them when bbb gets involve. St least try u hsve nothing to lose. Look up barely used units and hire a separate contractor to install u may find less expensive untis at units in New or barely used shape to Ines that are wrong size etc from others that are returned. Try to save urself money even look into a mini split units may be less expensive
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 feel your pain, these idiots told sears my dishwasher repair was a collect call? now i have received a bill from a collection agency for $279.00 WTF, you try and explain that to people who don’t speak English and they say we can not give refund “BULLSHIT” i am in the process of talking with AHS cooperate office at they are in Tennessee
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.
I’m in the same situation. They sold a contract with plumbing covered and they have no contractors in our area also. Nonstop run around but they assigned someone, took our $100, and then that company is not even in service any more and the phone numbers go to someone else. I’m going to fight for a refund also. This is second work request for plumbing in just over a year they refuse to honor. Sorry for your stress also.
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!
This is the same thing I am going through for my roof repair. I filed a complaint with the better business bureau today
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.
Hi Cathy I had the same problem. I think we should start a class act
Add us to the class action!
Hi Stewart I’d like to be apart of that class action.
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.”
Cynthia contact me we are starting a class action lawsuit
Need info on the class action. Add us.
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
Wow. This is horrible! It sounds like AHS switched up their customer service. It’s completed tanked!!!
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!!!!!!!!
Wow. This is horrible! It sounds like AHS switched up their customer service. It’s completed tanked!!!
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.
Yep! Seems to be the pattern in all these comments. Dang it. Wish I read them before
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.
I feel the same way..experiencing this now and I’m about to cancel my contract..they are horrible and they lie
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!!!!
Wow this just happened to me with my refrigerator..they lie
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.
Same here. horrible services. This company must pay for the online evaluation.
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.
I feel your pain…
My elderly parents have been without a refrigerator for almost 8 weeks. Some of the parts from the manufacturer have actually arrived.
What is going on with AHS??? I think we all need to file class action lawsuit???
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.
I TOTALLY AGREE!!!!!!!!
AHS has turned out to be a fraudulent company. There has to be something we can do as customers!!!
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
AGREED
Same thing happened to me. So, I am about to file a complaint myself.
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!
AGREED!!!!! BEWARE
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
I’m having the same type of problem my AC needs a air handler and this had been going on since July 8th. And in Texas it is way too hot to go without air. Try a different company folks
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
BULLSHIT!!!!!!!!!!!!!!
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.
AGREED!!!!!!
Hi. Can you let me know how far you have gotten with this? I am so upset by everything at this point.
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.
EXCUSES ALWAYS!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
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 !!!
I completely agree with you they just keep putting you off putting you off and they just don’t wanna return your money they r thieves
I do agree! My items have not been repaired since March! I have been reaching out! They closed the ticket. So now i going to the news to expose this company!!!!!
I wonder where the CEO or the owners of AHS are??? Or did they sell the company to China and they are just stealing our money???? Seriously. Lots of fraud here.
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.
STAY AWAY FOR THIS COMPANY
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.
I’m having the same problem
We are having a horrible time with this very crappy crooked company too. We found this arbitration company by accident while trying to figure out how to get ahold of somebody at corporate. You might want to check them out and pass it on to the next person. We are also posting anywhere we can on social media to warn people away from this SCAM of a company. You can read our review above.
fairshake.com/american-home-shield/dispute-help/?top-bar
(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
Good Luck with this. I have trying since June 6 to get my AC repaired and keep getting the run around and will not forward me to management or provide corporate information. The contractor has come out and everything. Totally PISSED!!!!
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
Archie. I’m so with you.I’m so done with this company. They don’t care. I’m making it my business to share this experience with family,friends and neighbors
I have not experienced rudeness from the reps, it just that they are incompetent and at times it is difficult to understand what they are saying or since English is not their first language the sentence structure leaves you trying to figure out what they are saying. It seems that they are just there to answer the phone and give excuses.
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 promise if any family member of mine gets ill. They’ll be speaking with my lawyer. I think I’ll reach out to him and see what can be done. Scammers! You pay . No service. They’re just as bad!
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
I’m in
Yes I do
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
Wow I’m seeing all the complaints something needs to be done.
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.
I feel your pain literally
We can’t even understand our so called representatives…this is THE worst home of a company! We didn’t want to go with them but our clueless real estate agent insisted they were the best. Now we’re screwed. I’m contacting the bette business bureau for what it’s worth.
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.
Dan.. ha! I asked dan for his boss and he says he doesn’t have one- wasn’t happy with his answer- he says he doesn’t have managers etc .. place is making bank
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.
What they are doing takes advantage of every day Americans
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!
Currently dealing with this same issue. Has this been resolved for you?
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!
Hi my name is Melissa Adams. I had a bad experience with your company policies and procedures. I had a new motor put in my furnace on Thursday it was working fine until Monday I call the heating and cooling office that put the motor in and left a voicemail stating I didn’t have any heat. They finally call me back to inform me that there office had COVID-19.The same day I called your company thinking they can help me with this situation. I told them I left a voicemail with heating and cooling and when I finally spoke to them I told your company they’ll had COVID-19 and there no way someone could come out. In the meantime I do not have heat. Your staff told me they had to wait to here from heating and cooling before they could do anything. I kept calling your company (AHS) telling them I do no have heat kept getting the same answer we sent an email out to heating and cooling. Which they are all out do to COVID-19 I asked AHS if they could have some else to come out and once again the same garbage they’ve to here form heating and cooling company. I asked to speak with a manager they told me I would’ve to wait until 24 to 48 hrs just got this manager to get my complaint. Then when he called all he did was just say he was sorry. I thinking to myself this company (AHS) is a sorry ass company. Finally cooling and heating had to call your company (AHS) just to get my case transferred yet I’m still freeze I’m still freezing in the house which I pay my billing faithless every month. Now, AHS didn’t have the decency to inform me that they’ve transferred my case to another vendor which came out on Wednesday to find out my furnace need a part. Your company didn’t reach out to see if I needed or offer hotel for me and my kids. UNBELIEVABLE!!!
During the course of our using this service, which was paid for by the seller, my advice to realtors is NOT to use this company. Our experience has been poor. The first vendor who was to fix the Washer, dryer, and Refrigerator took 5 trips and 3 months to finish the repairs, granted it’s harder to get parts, but come on now. Second problem is a water heater replacement, we noticed the damage last night. 6 hours and 4 agents later somewhere in the Pacific Ocean they said they could not find anyone to send out to our home and we would have to go through their reimbursement process to get paid back. What a Cluster…do you think you could make it any harder for anyone to get something done, especially when your water damage is also to the walls? I think a class action case is on the horizon for this company if they don’t clean up their act.
December 14th I submitted a service request for our heating unit.
December 15th, Absolute Air came out to review the problem and presented us with 2 options. 1-repair 3 parts on our “old” unit or upgrade. They expressed repairs would take an unknown amount of time but a new unit could be installed the same day. We explained we would like to consult with our warranty rep before making that decision. I called American Home Shield the same day and was advised they had to wait for the tech to submit his report to further advise us. Then said they would call us the next day.
December 16th no one called so I reached out and was told the report had not been submitted but the tech had 24 or 48 hrs I cannot remember.
December 17th I called American again first thing in the morning. The report had not been submitted yet. So they called Absolute Air and were told it would be submitted by end of day. We didn’t hear anything by 4:30p so I reached out again knowing temperatures were suppose to drop that night and be cold the next day. I was told again the report was not submitted and they attempted to reach Absolute again. We were told by American there was no answer and it would have to wait til Monday.
Since then we have gone back and forth between American Home and Absolute. They each blamed each other for the delays. Then American blamed their authorization department and that department really seems to not care about the delays.
Finally the part came in the week before last (almost a month after my service request) and Absolute dropped by to install the part and said there was yet another part needed. I called American and express the absence of that unit was causing the other units to overwork and this part could not take another month to be available for installation. I was told there was nothing they could do. I asked for permission to allow our regular air conditioning guy to come do the repair because he takes care of things the same day. I was told no. My husband has spoken to a high level supervisor who agreed it was ridiculous we were still waiting for the first part and refunded us the service fee. But even speaking to him has not changed anything.
Today is January 18th and we have heard nothing from either American or Absolute. This is unacceptable.
We are new to home warranty. We are semi retired and thought it was time to put into place a way to care for our home that would be less stressful. And now question the viability of American Home Shield to help us in that way. I cannot imagine getting older and having to go without heat or have this level of stress.
As I mentioned above, we have a local central air and heat company that is very reliable, honest and trustworthy. Our hope was that American would allow them to take the service calls so we could keep their warranty but it has not worked out that way.
Moved to a new state 4 years ago and started service with AHS. Today made my 5th call to correct a billing issue with again no resolution. Each time I am promised a call back and action to credit back their billing error. I have also sent info to a suggested customer service email with no response. This should not be this hard. Terrible customer service!! I will certainly look at other companies when my contract expires.
Hi my name is David A Arnold , myself and about 83 other people are filing a lawsuit against American home shield if you like to sign our petition feel free to reach out or email me back at dave121574@gmail.com as soon as you can our attorney are drawing paperwork as of last week and if you like to call (262)402-9069 .
Interested in the lawsuit, AHS customer services has gone down.
Is it too late to sign the petition?
I feel your pain. Been dealing with a water heater problem since Dec, 2021, with the same results
I have been an AHS customer for over 16 years. Despite 6-8 telephone calls and several chat sessions with AHS Customer Service, my issue / request has NOT yet been resolved! This is unacceptable and extremely frustrating!
The email I sent to customercare@ahslink.com was returned as UNDELIVERABLE. Apparently, the only way to contact AHS is through their call center / chat feature. Unfortunately, this seems to connect with customer service representatives who are not in the US, don’t seem to understand what I need, and are difficult to understand.
My current plan expires in a few days, and I feel concern that I have been unable to confirm the new contract effective date or cost. I have no choice but to look for a plan with another company.
Whatever you do do not please I say do not even think about calling home choice warranty they suck American home shield owns them .
Their US Headquarters is in Memphis, TN 901-537-8000
I filed a claim for a broken washer on 12/30/2021 . They sent out a contractor on 01/04/2022 who said that he could not fix it as it was a 2 man job. I contacted AHS and was told by 6 different agents including the escalation department that they are trying to locate a new contractor. To date 01/11/2022 still no assistance= broken washer……. Each time I spoke with an agent I was told that they will look for a contractor and call me back…… Do you think they did? NOPE……LESSON LEARNED!!!! NEVER AGAIN!!!!
I feel your pain same here they’re treating us the same way I made a service call 1/24/2022 and still no results today is 2/7/2022 . These people are no good and they have all these people who’s not American answering their phones and I can barely understand what the hell they’re saying to me . Oh but American home shield they’ll quit to draw your money out your account but can never follow through with the promises every day is a lie each time I call. Even with the escalation department they’ll even refuse you talking to a manager. I think I’m calling my attorney this week .
Spent over 1 1/2 hours on the phone trying to figure out why the link to verify my account was misspelled when AHS had it correct on their side. I cannot log into my account until I receive the link to my e-mail address. Was told by one person to start a new account with a different email address. I did so, only to receive an email stating a ling was sent to the misspelled address (not the email address I used for the new account) Called back (evidently the only calls handled by people in the States are those ones handling new accounts). She told me I could not start a new account until the old account had expired. Provided the new contract number, to which she replied, “Well, you can’t do that!” Really???”? AHS ALLOWED me to do it, so do not tell me I cannot do that! A bunch of incompetence. All I want to do is long into my account.
The absolute worst home warranty company you could ever imagine. I have been through hell and back trying to get my dryer repaired for the last month and still counting. They do not advocate for their customers but for the repair companies that repair for them. They have so many complaints with the Better Business Bureau than any other company I have ever seen. Check out all of the complaints on multiple Facebook pages started in response to their repeated insurance fraud. Don’t make the mistake of getting a warranty with them and if your buying a home that says a warranty comes with it, make sure it is not this company.
Water tank started leaking ,andAHS sent out a plumber from a local company in Lansing Michigan. The address that was listed for the place of business was a residential home that looked more like a crack house than a business. AHS said they would pay for the new water tank , 600 bucks, the cheapest tank you can buy , but the contractor wanted to be paid upfront over 500 dollars for plumbing supplies. I told them I would pay after the repairs when I was presented and itemized bill and they said , that’s not how we do business and hung up. I’m now taking the buy out of 600 dollars and will be getting my own contractor yo finish the job. I’m glad the realtor paid for the AHS worthless contract.
Submitted a claim on 11/29/2021 after we has a gas leak via our furnace on 11/29, its now 1/4/2022 and we still have the gas shut off to the home and no replacement furnace from AHS. There was a delay in ordering it then it got delivered damaged then we waiting for a new one. Now the local tech is refusing to pick it up and AHS won’t assign the job to another tech. Awful experience, and everyday we’re just told “we’re working on it, please give us a couple days”. We’re now at day 37….
Ive been without a refrigerator since November 20, 2021. With no response or concern from American Home Shield😡
Insurance Fraud? Thru AHS , after reading their contract fine line (always surprises), bought my electronic protection thru Asurion, they will have a complete protection for electronics including tv screen cracks, I was very surprised when I found out that my asurion electronics is no longer part of AHS and they decide to transfer it to all state with a minimum of coverages, Why did they transfer it without me being notified?
Are they paying for it? I choose asurion , now this low electronic protection plan only covers 10% of what I had before, I have a TV with a crack screen and they are telling me that there is nothing they can do.
Nobody has an answer , everytime they say someone is going to call me. Ja! this company is in the real Fraud Business!!!
So sad! Been paying for service and finally need to have someone come make a service call and no one called before coming and then reported the service was complete. My bill increased $10 a month – and I only had to use the service one time in over 12 months. So disappointing. Several calls and promises to lower my rate only to just now get off with the phone with someone who didn’t help at all.
I have a plumbing leak that is affecting the ceiling on the level below it. There is a musty odor in the lower level which further confirms there is a leak which needs attention, the sooner the better. I called 12/6/2021 & spoke with “Marge,” and she was quick to confirm my credit card on file for $100 service fee. For 3 days I call back for “customer service request status,” and robo-operator announces there is no existing service request for my property address. Then why charge my credit card $100? Shall we call this FRAUD? These people are crooks, charging customers a service fee then not following through. I am reporting them to the Attorney General’s Office, the Better Business Bureau, and will be cancelling my service with this fraudulent syndicate known as American Home Shield.
Hi Legal Eagle were you able to find another reliable company?
Worst service ever. It’s been 5 weeks since I called to have my new dryer repaired took contractor 10 days to show up and just stare at it did not attempt to open it or repair it. Told American home shield it needed felt strips and got approved 2 weeks later I called asking what the hold up is they replied waiting on shipment another week later he came back with no parts no felt stripes and took it apart scattered all over my garage and laundry room nuts bolts springs you name it and put in old parts that he dug out of his wife’s trunk oh by the way he doesn’t have a service truck his wife brings him out in a car that leaks oil on my property, then after installing old parts he took my felt strips and left. No word from either AHS or contractor. I have a new whirlpool cabrio dryer that’s scattered everywhere taking up space and still not repaired since Nov 6th 2021. At this point AHS is offering me 250.00 for replacing it are you kidding me I paid $800. For this unit new. Mean while I’m being jerked around for 5 weeks of he’ll. I’ve got to ask this why do I pay a hundred dollars deductible for service like this. MIKE ROSE
Same Mike! I had a small leak under my kitchen sink. The Plummer they sent took 4 days to get to my house…broke the shut off valve…made the leak exponentially worse…didn’t diagnose another leak…. then claimed it wasn’t covered. I’ve spoken with 6 different people…all claim I assure you this will be taken care of and as if this writing…I am 2 weeks in with a leak not fixed!!!
The phone number: 901-537-8000 does not work. It’s been disconnected. I can’t get a hold of the authorization department, I can’t get any other department.
I’ve had a contract with American Home Shield since April 2020 and have called them for 2 different occasions and each time, they cannot find anyone to address or fix the issue. I’ll get a bill for a service call but no one shows up. I called Nov. 4th 2021 about an electric furnace and here it is the 19th and still no one has shown up or returned calls or text. I spoke with a few companies in my area such as AC/Heating and Plumbing and they tell me they refuse to work with AHS because of the delay or refusal of pay. Even If the Homeowner gets a contractor of their own, it takes months to be reimbursed. What am I paying for?
That was a review from the 19th of Nov and here it is Dec 3rd and still no help, service or visit.
Sad to say my experience with this company is not too different than the comments before me other than the fact that we don’t have a problem getting a hold of someone on the phone but they’re usually not much help. Our water heater went out on 11/22. I made an appointment online and then called the contractor that we were assigned to see how soon he could come out. I have a sick 2 and 5 years old and didn’t want to be w/o cold water for too long. The contractor told me they couldn’t come out until 11/26 and to call AHS to see if they could find someone to come out sooner. I called AHS and the young lady on the phone told me because it was 10 mins before 5pm she could not help me and for me to call back the next day. We called the next day and they couldn’t get anyone else out so we waited until the 26th. We had to boil pots of water just to be able to take baths and wash dishes. We toughed it out and the contractor showed up on the 26th and within minutes said the water heater would need to be replaced. They said it would take 3-5 days for the water heater to come in. We were disappointed but figured we could tough it out another few days. Today is 12/3 and we were told the water heater had not even shipped out yet and that AHS would send an email to request an eta of shipping. I’d like to know why it only takes AHS minutes to deduct the fee for the service call but then weeks to over a month to make a repair. This summer we had our refrigerator go out and the contractor said a part needed to be replaced and he would be in contact when it came in. 3 weeks went by and no call. It took another week for them to call me back and over a month later our refrigerator was finally fixed. Let’s not forget I had requested repair on our dishwasher, on the same request, but the contractor said that wasn’t listed in their paperwork. The website and email notifications clearly stated both appliances. I called AHS who had to send someone else out to look at the dishwasher which had a leak. The contractor said that wasn’t covered and we’d have to have a plumber come look at it. I didn’t even bother calling AHS back after that. Some of these appliances that your company insures are needed for day to day survival. People can’t wait around weeks or months for your contractors to make repairs/replace the appliances. Put yourselves in our shoes. How would you feel? Perhaps the Presidents, CEO’s of AHS should use their own services to understand how frustrating and disheartening it is to pay for a service that doesn’t deliver. Your customers are human beings paying for a service which is terrible. When the issue is with your contractors, perhaps you need to be more selective on who you choose to send out on your behalf. I don’t even know why I’m wasting my time writing this. AHS certainly does not care as long as they continue to fill their pockets with peoples hard earned money without delivering. Shame on you and your marketing team for false advertising. “We Keep Your Home Up and Running” “Coverage For the Real World” You need to add “Eventually” to the end of that first sentence.
I feel the same Deelin! American Home Shield is the absolute worst home warranty company ever
I need to talk to the ceo!!! This is no see other being able to have a stove fixed in 90 days plus but kept charging me co pays on non one coming out!!!!!
HELLO YOU ALL I AM STILL WATING FOR A PHONE CALL FROM YOU ALL
7706169988
I AM STILL WAITING FOR A PHONE CALL !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! SO CALL ME YOU ALL
American Home Shield has to be THE worst company in the entire universe. I am going to try to make this as short as possible. I live in Columbus, Georgia I called them because the condenser (?) tube on my air unit was backed up. This was a new unit, put in by a friend so i was unsure how to stop it from leaking like i did the old unit. They sent out this outfit called Mike’s clean air out of Thomaston, why so far away i had no idea, but ok. Mike’s son and another idiot came to me house and looked at the outside, said they couldn’t find anything and left. My daughter was home and she let them go without anyone contacting me. I was at work (I can already feel my eyes starting to roll but ok) I called them back and explained to them that the stop up was IN the house, not outside. They came back and said they fixed what was wrong. I get home and it’s STILL leaking, what they did was change out a par that didn’t need changing and voided my warranty. (insert pissed off face here) The friend who installed the unit was out of the country which is why i called them in the first place. he came back and fixed my leak but the carpet was ruined so it had to be replaced. 6 moths later i go to turn on the heat…the smell of gas is everywhere! The gas company comes out declares it a hazard and cuts off my gas, I call the guy who put it in and he tells me it’s been rewired and the motor is toast. I call American home shield and they want to send the same ish hole person plus they tell me my premium is due and they can escalate it until I pay. I am leaving some stuff out but I am so freakin angry right now i could chew through a nail. I think I found the number for corporate but we shall see. Anyone have any other suggestions because the outsourced team just isn’t working for me. I need a way to resolve this. If you have a number to headquarters please share
SORRY MY NUMBER IS 770616 9988 SO CALL ME. ALSO I AM GOING TO STOP THIS TO WHEN I RECIVE A CALL FROM YOU OR THEY FIX MY BROPLEM
MR Rexford Tibbens OR MRBrian K. Turcotte . IF MEN PLEASE PICK THE PHONE A CALL ME AT 77019988 MY CELL . WE NEED TO TALK A BOUTH YOUR COMPANY HOW TREADING ME AND KNOW HOW PEOPLE FILL A BOUT YOUR COMPANY , AND I HOP YOUR READING THE COMMENTS . SO YOU ALL NEED TO CALL ME LIKE NOW TO FIX MY BROMBLEM NOW
I AM TRYING TO TALK TO YOU VIA PHONE BUT YOUR PAOPLE THEY WILL NOT SENT MY CALL TO YOU
YHANK YOU
BAD BAD BAD BAD BAD BAD BAD SERVICE
I NEED MR RRXFORD TIBBENS OR BRIAN TURCOTTE TO CALL ME NOW . JUST WANT TO LET HIM KNOW HOW BAD HIS CUSTOMER SERVICE AND HOW HOW PEOPLE FILL ABOUT THIS CONPANY .LIKE ME I HAVE CALLING SINCE THE 2 OF THIS MONTH AND BUDY CALL BACK
It is almost IMPOSSIBLE to get someone on the line that can handle a customer complaint. I have sent emails that go unanswered. All phone numbers listed for this company goes back to the same call center. Even the numbers listed for corporate goes back to the same vicious circle. They want customers to give up and go away. My appliance was not properly fixed and I am NOT giving up.
American Home Shield has to be THE worst company in the entire universe. I am going to try to make this as short as possible. I live in Columbus, Georgia I called them because the condenser (?) tube on my air unit was backed up. This was a new unit, put in by a friend so i was unsure how to stop it from leaking like i did the old unit. They sent out this outfit called Mike’s clean air out of Thomaston, why so far away i had no idea, but ok. Mike’s son and another idiot came to me house and looked at the outside, said they couldn’t find anything and left. My daughter was home and she let them go without anyone contacting me. I was at work (I can already feel my eyes starting to roll but ok) I called them back and explained to them that the stop up was IN the house, not outside. They came back and said they fixed what was wrong. I get home and it’s STILL leaking, what they did was change out a par that didn’t need changing and voided my warranty. (insert pissed off face here) The friend who installed the unit was out of the country which is why i called them in the first place. he came back and fixed my leak but the carpet was ruined so it had to be replaced. 6 moths later i go to turn on the heat…the smell of gas is everywhere! The gas company comes out declares it a hazard and cuts off my gas, I call the guy who put it in and he tells me it’s been rewired and the motor is toast. I call American home shield and they want to send the same ish hole person plus they tell me my premium is due and they can escalate it until I pay. I am leaving some stuff out but I am so freakin angry right now i could chew through a nail. I think I found the number for corporate but we shall see. Anyone have any other suggestions because the outsourced team just isn’t working for me. I need a way to resolve this. If you have a number to headquarters please share
I have been attempting to get my dishwasher replaced for over 3 months. When it first broke, a tech was sent to my home and he discovered it must be replaced. I contacted AHS representative and was told the only option I had was a cash settlement. Since I had dealt with something similar in the past, I went back to some of my previous files and found a phone number to Appliance Purchasing. A very nice lady sent me the link to order what dishwasher I wanted, so that is what I did. After the order was placed, a message came up that said I would receive an email with my order number. I never got that. So, I waited approx 3 weeks and never heard anything from anyone. I called AHS and was advised of the delivery company name along with their phone number. I called them and was advised they had an order for me and was supposed to have been delivered 2 weeks ago and they would have to do some research to find out why it had not been done. The next day, they advised that my delivery had been scheduled before they received the unit in their warehouse so they could not make delivery. After that, for some reason my file had been covered up and ignored for some unknown reason. Delivery was scheduled and delivery was made. The driver took the cardboard cover off and we scanned the unit but we did not open the door and it looked ok. That night, my wife came home from work and she wanted to see the dishwasher so I took the cardboard off again. She said let me see the inside so I opened the door. That is when I discovered the damage. The unit had yellow tape covering both top corners, but the left corner had a piece of plastic that had been broken and dangled from the tape when the door was opened. There was also a dent just below the broken plastic. The only this was discovered was when the door was opened because that yellow tape covered it up. Next, I contacted AHS and started a damage claim process. EVERYTHING has been a total nightmare since then. Evidently the delivery company either did not report the serial number being delivered or they reported the incorrect serial number. Over the past 4 weeks, I have worked with 3 different service reps in an effort to get a return authorazation and another dishwasher with NO progress. I don’t know what the problem is, but I still have the damaged dishwasher sitting in my Dining Room with NO progress in sight and NO answers. This situation is ABSURD AND RIDICULOUS!!! I have been a very loyal and responsible policy holder for 13 YEARS and this is the most disgusting situation I have ever seen. I am requesting that a MEMBER OF MANAGEMENT step in and assist me in the project. Thanksgiving and Christmas are around the corner and looks like I will still be washing dishes by hand and I AM VERY PISSED OFF!! My phone number is 870-227-0636.
Thank you,
Douglas Gray
I have been a customer for four months. My heating unit stopped working last Friday, October 29, 2021. I have called several times trying to find out when someone will be assigned to repair my unit. I have not been given a definite date. I am being told that they are trying to locate a service provider. They did locate a provider but the company was located in Roger, AR which is 5 hours from my home. I am still receiving no definite time, day or provider. The temperature where I live is in the 40s but the representative aren’t concerned about the danger to me and my family.
I am over my eyeballs frustrated with this company. I can deal with difficulty in the language barrier with everyone you talk to but what I can’t deal with is the blatant disrespect and lies. You get a different answer every time you call. I spoke to the company they hired to come out here that has documentation of reporting to AHS that the part needed to fix the refrigerator is no longer available. Now, the second person I talked to at AHS today refused to transfer or give me the number to the parts department ‘they don’t give that information to customers” and said, now AHS will search for the part but wouldn’t/couldn’t give the information on their search methods/process or where they were in finding it. When I asked how long do I sit and wait for you to search for a part that is no longer available she finally said “usually 21 days” after I asked multiple times. So, I can’t keep food in my refrigerator for a family of 6 and am just supposed to continue giving this company my money for less than subpar service. Their verbiage about arbitration in the contract does not scare me. I’m coming for the president, CEO and CFO since we can’t talk to any other managers. From one business professional to another there has to change. Your customers pay your bills so you might want to look at overhauling your process and your customer service personnel.
Horrible service.. I’ve had the wrong hot water tank ordered twice. Meanwhile you have representatives from other countries answering the phone that can’t relate or give you a manager.
Disgusted isn’t even the word. Too long a story for all the details here. Getting ready to write all in a letter to your Chairman of the Board of the inhumane & unkind PLUS UNPROFESSIONAL BEHAVIOR OF YOUR CUSTOMER SERVICE STAFF. It has affected my health, & had to call 911 due to the aggravation & unhealthy a/c conditions I have suffered. I ran a huge biz for 24 years, never would have mistreated any of my clients, NEVER. You should be ashamed! If you have any decency you will contact me. I have a contract on file and you can reach me with my name PAULINE CYMET 1161 Via Merced Cathedral City.CA 92234/I do not wish to publish my phone # or email address on a site such as this, but you have no problem accessing my records with my name & address. I have been ONHOLD despite explaining my heart/asthma condition. Today Have called 3x and disconnected each time. Each time the rep said they would call back. LIES AND LIES AND LIES AND WORSE. My neighbor spoke to a supervisor last Friday night thinking he could help me and your SUPERVISOR HUNG UP ON HIIM. I thought it was just female elderly abuse, but it isn’t, it is just PURE ABUSE TO ANYONE. Today I am not one day closer to a resolution to my problem. I’ve tried 3x to call and 3 times disconnected, and twice promised calls back. First person who lied to me Friday was Lorena, Today Arman, and don’t know the name of the last man, who said he was connecting me with Escalation, and again line disconnected. THIS IS OUTRAGEOUS! I am having my health impacted by my a/c problem, had to call 911 as hemorraging via the nose due to heat being 87 in my desert home. AND TODAY 10/25 still have the problem and NO ONE in your company helps. I speak 5 languages, but cannot understand your reps.who speak very poor English & communicate very poorly, including I say “I am hard of hearing, please speak slowly”before telling them my tale.. And do they? NO, THEYGO FASTER ON PURPOSE. SO INCREDIBLY INSENSITIVE AND RUDE TO A DISABLED WOMAN. THIS IS THE WORST CUSTOMER SERVICE in the United States. I am sitting here after being told it would be taken care of TODAY, MONDAY after waiting all weekend, and I am no closer to a resolution. Your one rep had the indecency to say I was yelling. Yelling? I am DEAF & TOLD THEM SO, and cannot HEAR myself at any level. The rudest employees in the world and ABUSIVE ON TOP OF IT.
This most recent issue arose when i placed a service request to have my refrigerator ice maker repaired (the 3rd time I’ve had to do so in the last yr and a half). The service fee was deducted and was told the technician would contact me to set an appointment. A week later and no call. I called customer service to inquire the status and was then told i had to contact the appointed service provider. So i called and the provider came out (same provider that repaired the ice maker the last time). The service provider told me that since this was an ongoing issue he was submitting the to have the refrigerator replaced and would let me know. Two weeks past with no contact. I called the provider who stated “I was the last thing on his mind because he had COVID.”
I called AHS customer service to let them know and that i need to have a different service provider sent out. I was told by the AHS customer service agent they would have to refund my service fee and rebill my service fee i said that was not acceptable as it could take over a week to process the refund. The agent told me they would cancel the original service call and assign a new one and waive the service fee. Several days later a new service provider came and fixed the ice maker.
Fast forward about a month. I logged in online to inquire about transferring the second contract i have on my rental house and discovered the notice about a past due service fee on my contract of my primary house. On the 11 of Oct I called customer service and spoke to an agent he told me they would have to send an inquiry to the agent who said the fee was waived and i would receive a call back in 24 to 48 hours. On the 15th having received no call back, i called in to customer service again to ask what was going on with the issue. The agent informed me again they would have to send in inquiry to the original agent and wait for a response. At this time i asked to speak to a supervisor only to be told they were not available and would tell me the same thing.
When i insisted on speaking to a supervisor the agent hung up the line.
I called back in told the next agent what had just happened and was told a supervisor would call me with 24 to 48 hrs. On Mon the 15th of Oct i received a call from a supervisor, explained the situation and provided the details of my previous contacts with the other customer service agents. The supervisor assured me the service fee would be removed within 24 hrs and he would look into the actions of the agent who had hung up the line.
Today i noticed the service fee is still reporting past due so i called again to ask why and what was going on. The agent told me they would have to send an inquiry to original agent. I stopped her there explained this had all been done and that a supervisor had removed the service fee. She said the notes in acct showed that i had spoken to a supervisor and he had said he was waiving the fee but she could not see the name of the supervisor. I ask to speak to another supervisor and was told he was busy doing errands.
The agents continually, as if scripted to do so, appologize and say they understand. It is very plain that they do not. “Can i speak to a supervisor?” “I appologize Mr Gardner i am going to help you for sure.” “But first…” It’s always “i appoligize’ I’m sorry, or I understand” They do not. I don’t know if it the language barrier or a culture barrier but it is ridiculous how difficult it is to escalate an issue to someone in supervisory capacity. And forget about taking it up the chain as all of the companys #s route you back to the same poor customer service.
I have been a customer since 2000 and have had 2 contracts since 2002. Up until the last couple of years i have been very happy with AHS and until recently would often recommend them. Now, i can honestly say I dont believe i will renew my contracts. I have never in my life experienced customer service with this poor a level of competance or integrity.
Have been without a washer for 10 weeks! Have tried three times to speak to someone, but they are always busy and do NOT return phone calls. The part is on order with NO ETA! Will NOT recommend AHS to anyone. Apparently everyone is in the same type of situation with this company.
Super Frustrated with AHS!!
Cannot get my Microwave/wall oven combo fixed or replaced. Now my portal we were keeping track of since APRIL! is “no longer available” because the price of my unit changed? Does that make sense to anyone? Does AHS even look at these comments?? I cannot speak with a supervisor as they are in “meetings” all the time.
My daughter has this company for her home warranty. She has been without hot water for two months with two babies at home. One of the Littles had to have surgery and they had to bring him home still with no hot water. It is HORRIBLE what they are doing to them. I can assure the CEO Rexford Tibbens or the CFO Brian TurboTax would not let their family members go without hot water for two months. This is just unheard of. They do not care and will lie and lie. Don’t bother asking to speak with a supervisor because that will never happen. They truly do NOT care or hold up there end of the contract. DO NOT USE them!!!!! BEWARE!!!!!
So frustrated.. Have spent three weeks trying to get downdraft fixed.. Had to turn off the power to that part of the kitchen. Keep getting the run around.. They won’t call contractors and contractors won’t call them.
Worst service in life since moving customer service to the Philippines
Yes and I will throw this everywhere FB Twitter etc. you guys haven’t called to resolve our issues with the fridge or your horrible customer service…… Shame on Y’all company
Y’all are horrible my fridge been broke since Aug 11, 2021 y’all refused to get a supervisor on the line… we about to sue the hell out yall ain’t fixed it or offered a new fridge
My experience with this so called company over the past three months make me wonder if it is a real business. They apparently know nothing about anything except to take your money! If you are looking for this type of service, may I recommend anyone else! I for see the AHS demise and soon!!!!!!!
Im a realtor and customer. No satisfaction for service of AC under their warranty. We all must call 60 minutes and put this awful company on TV and class action suit w Morgan and Morgan and advise National assoc of realtors!
I have been a customer of AHS for over 10 years and lately I have been very dissatisfied with the service your company have provided over the past year or two. I have been required to pay several times for the same service that was never completely repaired with the original visit such as my plumbing one Company Greenway I never want in my home again due to their ethics they did something in my downstairs restroom and my sink was pulled from the wall and stood back up like they did not do it and I still am unable to use my downstairs visitor restroom and the drain remains clogged up. I called for my upstairs restroom water was leaking from the sink they sent someone out to look at it and informed me someone will be back to repair the leak due to he did not have the parts to repair it. The new dat for someone to repair it was around 2 weeks later and my kitchen ceiling has fell and I still have a big hole where my ceiling should be. I also contacted AHS about my washer and dryer in May 2021 and they were to send Sears out to repair both items and the Rep came out and because it was a stacked unit the Rep states he had to reschedule to get a second person due to this was a 2 person job, about 2 to 3 weeks went by I continue to call 2 or 3 times a week and they sent another rep out by himself again and he looked at the washer and said he had to order parts and would order the parts and come back to repair my washer it is now September 29, 2021 and I spoke with Sears today and they informed me if I could not wait until the middle of October to allow someone to come out I should contact AHS and they could just purchase me a new washer which was extremely rude to me. I have called AHS office so many times and requested a call back from a manager I have never received a call back. I guess because they were all trained not to allow anyone to speak with management nor give any Corporate information out because I have spoken to several agents and I get the same lie every time no manager on site to speak with and no one have a number to wage a complaint and no Corporate number or any information about Corporate is known. I have had to take my family clothing to the laundry mat to wash clothes. I currently have a disability due to neck surgery with rods, screws and pins in my neck. I also have a severe back problem where surgery is also required and it is very difficult for me to get around especially trying to get clean clothes. I have kelp your services so long because of my health issues and you all have provided better service and am not sure what has happened to the great customer service you all have had in prior years versus now. I am so disappointed especially with my current health condition. I am about to report your Company to the BBB because I don’t think this type of treatment is fair for any customer especially a long term client. I have referred several people to your Company and lately there are more bad than good is being said about your Services. My mother and father, 2 of my aunts and my sister before she died all have already cancelled their relationship with your Company and I tried to get them stay but I do see now why they left. I am also considering that this will be my same fate. Thank You for your time and if don’t hear from some one about this complaint I will end my long term contract and go as far as the local news media only because of the hard time I am having and still paying for services I am not receiving.
Based on all of these comments, I assume they just don’t care because this behavior continues. I am dealing with the same things with them and I am so sorry I didn’t come to this site before I paid them. It’s a real shame that they are allowed to treat people this way and get away with it. Hard lesson learned.
AHS is a ripoff. You pay a monthly fee and then when you need them {for your AC} they give you a run around. No one speaks English, give you all kinds of excuses if you can understand them and do a lot of double talking. No one returns your calls, can never speak to a manager. I don’t know how the two men who run this company can hold their heads up. I will never recommend AHS to anyone. LIARS,LIARS LIARS.
NO HVAC in extreme heat conditions.,Waiting since June for service for the same issue they supposedly fixed last year and 2 years prior too. Lots of escalations clauses and promises to no avail.
NO available managers, No concern or urgency for the paying consumer. Representatives only concern is a positive rating on their call survey. Need corporate office to step in.
To say American Home Shield is no longer the company it once was, is a gross understatement. For years the industry leader and at the top of the pack, AHS have dropped to 2nd place as best home warranty service provider in the USA, based both on the huge increase in number of customer complaints received from former and existing AHS customers warning others to stay away from AHS, as well as our own experiences with AHS over the past 7 years.
Like other corporations that have gone under, AHS may not figure out until it is too late that ultimately, it is not sales volume or size of company that determines “who is No. 1”. It is the company that provides the best customer service that determines who No. 1 is. This is 2021, not 1991 and at the end of the day, it is customer satisfaction / feedback through social media that determines who is really the best company in their category. The reduced contract sales volume which will eventually catch up to AHS may be what it will take for the giant AHS to realize they are in real trouble. But by then, the tide will have changed and it will undoubtedly be difficult or impossible for them to get back their customers base they lost.
We have had multiple (5) properties in different States with AHS during this time and like so many other AHS customers, our experience has become consistent especially in past 2 years across all services. AHS has seemingly become solely revenue-focused, and not customer service oriented. We will be transferring our home warranties to other service providers as the ones with AHS expire.
THIS DECLINE IN PERFORMANCE HAS NOTHING TO DO WITH COVID OR THE CHALLENGES PRESENTED BY COVID – THI IS IS JUST AHS NOT PERFORMING AND NOT LISTENING TO THEIR CUSTOMER FEEDBACK AND IT STARTED 2-3 YEARS BEFORE COVID ARRIVED. Our experiences are being echoed across the internet with a staggering number of complaints and still climbing, being posted online from very unhappy AHS customers sharing their experiences and warning others to stay away from AHS.
I will not go into the details of our specific experiences, but I will highlight four (4) main areas where AHS have consistently failed and continue to fail, because they have not adequately responded to their customers’ complaints and mostly negative feedback:
1. The incredibly poor and unacceptable AHS Customer Service (call centre) experience; we always feel sick before calling AHS Customer Service because we know the experience is going to be a nightmare. And AHS rarely disappoints!
2. There is no customer loyalty program; instead, returning customers are rewarded by an increased rate at time of annual contract renewal, instead of being offered a promo or incentive to renew.
3. There seems to be a lack of qualified contractors who are willing to work for AHS, in order to meet the demand for repair services for a given population (city or area).
4. AHS’s so-called AC system Upgrade /conversion program (if it really even exists) needs a massive policy overhaul to actually meet a customer’s in-home needs.
Honestly, it has come to the point where we want to rather just pay full price out of pocket for in-home appliance or system repairs, than to have to deal with AHS. That is quite a statement to make, but it has become the reality.
Max
I was about to leave a comment, but after reading all of the others, I see there is no purpose. AHS doesn’t care about their customers at all and will leave you in a bad situation because they can. I have not seen one good comment on here; however, they continue to operate in the same way. When you call the corporate number, they have options that just steer you back to customer service and there is not an email address for situations to be handled effectively. I have been waiting on a supervisor to call me back for a week; meanwhile, we still have no hot water in my home – where there is someone with a disability and a toddler. THEY DO NOT CARE.
I can relate to every comment above. I have even written to the CEO and BBB. Has anyone had their issue resolved? What did it take to resolve it?
Glenda
The worst company on the planet. They lie, don’t tell the truth and constantly give miss information. They sent a less than professional plumbing company to replace my water heater, Big Orange Plumbing 23531 Hobart Court, Murrieta, California 92562, United States. Don’t use this contractor. Bottom line after no customer help, I had to hire a good plumbing company to replace my water heater. At a cost of over $1,200. Called to be reimbursed and there was no help. “Phil” with a horrible ascent said the escalation department was busy (I wonder why) and that they would call me. Nothing!! Worst company in the world.
I have made repeated attempts to cancel my service with AHS. The length of time I have spent on the phone is in the hours. In the end I am told (in a nearly impossible to understand foreign language) that my service is cancelled for my two properties. Yet every month I continue to be charged. I finally had my bank issue a stop payment and dispute claim (gone unanswered by AHS). However, AHS has sent a PAST DUE request and COLLECTIONS threat. I am being extorted, claiming to adversely damage my credit if I don’t pay. I have contacted the FTC and BBB as a first step. I simply want to close my accounts, which shouldn’t be this hard, unless this is intentional. This company sure seems corrupt.
One month into a service request because our AC unit flooded in the attic (this after AHS “fixed” the issue in June) and caused major damage. They sent a tech out on August 20th to take a look. No word after until almost 2 weeks. We were told by the technician to not use either unit as it was “extremely dangerous”. No resolution yet, NOTHING. I have spent a total of almost 8 hours on the phone with them, mainly on hold. I cannot understand any of the CSRs because of their heavy accent (I’m not trying to be racist just stating facts). They refused me to speak to a supervisor until 3 weeks into the ordeal. I live in an area that current temperatures are in the low 100s, I am a single mom (limited resources) with children, and my 77-year-old mother that has severe health issues lives with me. I have had AHS for several years now with minor issues, but THIS is not acceptable. I reached out to the BBB and AHS has over 12,000 complaints filed with the BBB within the last 12 months. Unfortunately, I will be taking them to court for “Bad Faith Insurance”. I just want my AC fixed and for them to repair the damage of the failed unit(s) (that they serviced in June for the same issue). If you are reading reviews because you are contemplating American Home Shield, I would say look elsewhere.
This service is no good and will never sign with them again
This is the WORST COMPANY EVER. I never leave company reviews but this has been so bad….if you get stuck with a contractor who doesn’t fix the problem or no shows, you will get stuck talking to employees who can’t do anything except “escalate” it to a supervisor who does absolutely nothing. After MONTHS of trying to talk to an actual supervisor, they will telk you their hands are tied by the contracts department. You will not be given the number to call the contracts department or to call the supervisor directly so you will wait and wait. And then they will finally call you to say what you well already knew, that the contractor assigned to your claim is not responding to calls. Yes, thank you. I know that the plumber is non respinsive. He’s been missing for 3 months and AHS still has not switched to a new plumber. Our tub still leaks and now we also have a whole in our ceiling from the one time the plumber did show up and cut a whole in the wrong place. This company is the WORST ever. Go elsewhere. Do not bother with this company bc yu will waste your life on hold or talking to a million representatives who can do absolutely nothing to resolve the problem. And why they can’t just fire the plumber that no shows and is totally non responsive to go w another compaby is seriously beyond me. Oh, and there is no way to actually talk to anyone with sny kind of power to make a complaint so ot is all going right here….
AHS is an AWFUL company! You can’t get any servise! 3 months we are waiting to someone to fix the refrigerator!!! Awful Servise!
Terrible customer service! Unresponsive to requests for service and opportunity to speak with someone at a higher level! I have made over 10 phone calls to try and get my dryer repaired and keep getting same response, i have not had a dryer since July 12, 2021 and today is September 3, 2021!
AHS is the worst company I have dealt with. All calls routed to Philippines with very poor communication or to Columbia and no one can help. AHS failed to follow their own policy of replacing non-functioning unit with a new unit. They advertised that they will replace old units such as my dishwasher with a new unit, no questions asked. The company sent a wrong contractor who could not fix the problem on the Refrigerator. Additionally, I mentioned if I can get a second opinion about my dishwasher unit and refrigerator, and the customer service representative said I need to pay extra $100 just for that.
I hope AHS do the right thing. My dishwasher is so old, rusty, and leaking. The contractor wanted to repair it, but it seems that the dishwasher unit is unrepairable.
My stovetop has been waiting on a part 2 months. This is a hot mess! This is the 1st issue that I have had with them. But this one is big enough for me to switch. AHS states that they sent the part to the company Hot Shot Appliances (Houston), and they say that they never received it….. So with that being said my stove top don’t get fixed and they have received my $100 co-pay. I have been calling and calling and those little customer service people just lie and lie to me, because the don’t know what to do!!! All I can say is they are going down hill!
DO NOT give this company your money. In April our now former real estate agent added an AHS policy to our escrow without our knowledge. We canceled the policy after they confirmed the policy was activated on 4/27. The representative who canceled it said we would get a full refund in about 21 days.. As of mid August we have not received it.
Their “customer service” people have a full armory of meaningless apologies and are all really sorry but are unable to produce any results. They are also unable to transfer customers to supervisors or anyone who can solve the problem. But they can put you on hold and either come back with a promise of action or hang up on you:
My first call was in mid mid June She assured me that she had given my information to her supervisor and that either she or her supervisor would call back with an answer. No call ever came.
7/5/21 Promised a refund within 8 days
7/19 Upgraded to a problem resolution team that was guaranteed to call back within 24 hours. No call
ever came.
7/27 First call was disconnected as I was calmly describing the problem.
Second call was disconnected after a 15 minute hold while she “researched” the problem.
Third call was answered and I was told that customer service could not do anything more since this
issue had already been upgrades to a resolution team.
Eight phone calls since Early May and nothing but broken promises. At this point I am going to try the BBB. If that does not work there is always small claims court, of course collecting on a judgement from these crooks would be a nightmare.
Wondering if you ever got a resolution. I am totally frustrated with company and their inability to provide customer service and resolve complaints!
Dennis, I am in the same situation as you. Have you moved forward with making a small claims case against AHS? I’m planning on doing so myself.
Worse company I have done business with. All calls routed to Phillipines with very poor communication. Sadly when asking for supervisor & call back 3 different times I was lied to. I am forced to cancel my policy & look for US based company.
You are right about the calls going to the Phillipines, I just got off the phone with a rep and all i heard in the background was a CHICKEN!!!!! My policy just started this month, I m in the process of a service call and its already off to a bad start. They closed by service request before it even got started – I was only assigned a contractor so far. No appointments available until tomorrow – only 2 contractors on their list (according to the rep) and we are in TX where its currently 95 and our AC is out! Then I get to call and wait on hold for 20+ minutes twice already today – then have to listen to wildlife make noise while the phillipine rep tries to figure out what went wrong. OMG. Im ready to scream so loud!!
AHS is the worst company I have ever dealt with. I pay them monthly and now that I need something repaired they have no clue. Don’t ask for a Customer Service Department because they don’t know what Customer Service is. I have talked to 8-10 people in the last 2 days and I could only understand 1 of them. The request I submitted was canceled by the Contractor because it was going to take them over a week to come out and fix my issue. AHS NEVER notified me that the request was canceled. All they wanted to do was call the Contractor that canceled the request to confirm why they canceled it. Don’t ask for a Supervisor when you call because not only will they not transfer you to one, they will hang up on you when you don’t answer the question they ask. Which by the way, you can’t understand the question they are asking. Don’t try calling their corporate office as there are only 3 menu options and all of them send you to the same Non Customer Service lines. AHS does not allow you talk to a real person. Someone that speaks non broken English. As soon as my issue is fixed, I am dropping them. DO NOT USE AMERICAN HOME SHIELD. There is nothing AMERICAN about them.
Hello,
I’m reaching out regarding the Home Warranty that I purchased. It seems I can’t get the help I thought your company would provide. My refrigerator is broken the ice maker won’t work. I called you my Home Warranty company on Sunday the 1st I was assigned to a company that has a 1.9 google ranking. I immediately called back and requested to be assigned to another company due to this and was. The Tuesday the tech came out attempted to fix the refrigerator and freezer it didn’t work. They sent the tech out again Wednesday he said he was unable to fix the issue and had to send a recall. A few hour pass I have heard nothing from your company. I called spoke to a representative explained the situation, I then assigned a new contractor. I called them Beyer Appliance in Tempe AZ they said the soonest appointment they had was next Tuesday the 10th of August. At that point my daughter who is a minor and I will have been without a refrigerator for 10 days. I immediately called your company back and requested another contractor due to the wait, I was told at that point it was not something that could be done. I wanted an explanation as to why, it was not clearly explained. I again asked why explaining I can’t be without a refrigerator the customer service rep again was unsympathetic and kept repeating what sounded like a script. I requested to speak to a manager a supervisor I was told to hold for escalations. The representative came back and told me nobody was available and that they would be closing soon. I asked are they going to disconnect the call the response was no. I said I will hold then she said they were all busy and she could offer me a callback I requested again to speak to a manager or supervisor because this situation is serious. I was then placed on hold. I need someone to please help rectify this. I am sure this is not the culture or customer service you promote for you company. I paid for my Home Warranty a full year in advance so aim lost at why getting repairs done so that I can buy groceries . I waited in hold for almost 2 hours then was hung up on see screenshot below
This has been a very disappointing experience to deal with AHS/Street Plumbing, the contractor which AHS assigned to me.
It was equally frustrating to be unable to talk to a ‘decision maker’ at AHS to escalate and resolve my issues.
I would appreciate hearing from someone at AHS to get reimbursement for the cost of replacement faucet and refund of $100 service call fee.
Justification for service call fee refund:
(1) I called AHS prior to booking the request for repair to find out if AHS will cover the REPAIR of TOUCH FAUCET. When I received a positive reply, I asked the agent to book my job request.
(2) When Street Plumbing first came out on 7/27, the plumbing technician, Rolando Bautista, found no issue. When the problem recurred the following day, I booked a re-visit. He returned on 7/29 and I briefed him on what Delta Faucet diagnosed and explained. He promised to get back to me after reporting the issue to AHS but I never heard back from him. Please see forwarded email to Street Plumbing in my attempts to reach someone on 7/30, Friday.
(3) I contacted AHS (Desiree) on Friday afternoon (~4PM CA time) and grew increasingly frustrated by the unsatisfactory responses to my questions. We decided to fix the faucet problem ourselves as we cannot tolerate not having water in our kitchen over the weekend.
(4) I called AHS on 8/2 AM to request for cash out reimbursement and refund of $100 service call fee since I practically received NO SERVICE to fix the faucet problem. I asked to be connected to a ‘decision maker’ at AHS but the customer agent was unable to do that. Instead, I was told that a Supervisor/Manager will call me back within 24 hrs (none, so far, as of this writing).
(5) By the time Street Plumbing called at around noon on 8/2, Monday, I told them I no longer require their service.
I observed that recently, the quality of service of AHS contractors and customer service agents have been below par based on my last two service calls/requests. I hope you can work on improvements in these areas.
Your customer service is abominable. People want to speak with someone in their own country who we can understand and who can get something done. Corporate nedds to contact me asap!
I have been trying to get my AC fixed here in Texas since Wednesday. It is now Monday night. Two agents lied to me about having a supervisor call me back on Friday. A supervisor in the US needs to call me asap, or I will be contacting a lawyer.
Please let me know if you do contact an attorney. I will join you! I have been reading ALL the recent complaints and it is NOT ok.
Ahs is a terrible company. I’ve been waiting for over a month for my dryer to be repaired. Slow service but they are quick to get their money for service fee and monthly cost. They tell me management will call back but they never do and the corporate number is not real it takes you to the customer service department. I will not continue my contract with them
I have had the same issues with them in Florida. I am filing a small claims suit against them because of there lack of responsibility and fulfilling their contract with me.
I have been without a/c for 2 months and this is beyond ridiculous! It is the first of august and it is 100 degrees outside. I have called several times a week for 2 months now! I have asked for supervisors, I have been on hold for hours during almost every phone call and still no results. I have been a loyal customer for years and do not understand why I can’t get this resolved. After reading numerous complaints with the air conditioning, there should be improved service for this issue. Not only better service, but using more reliable heating and A/C companies for their service. I am still being asked to pay a fee when this is finally fixed, which should be waived due to the amount of time I have been suffering without air. I need a resolution and I need someone with authority to contact me ASAP.
No AC for 2 months. Parts department will not respond to AHS as told to me by every representative I’ve talked to. Supervisors don’t return calls as promised.
Please someone help me file a lawsuit on this company , It’s a big ripoff
called AHS for a simple fix to water heater. I had the water heater flex hoses and needed them changed due to corosion. I just bought this house two weeks ago!! The “Contractor” could not find the turn off to the house, found a second that he said needed to be repaired and said he could not do it today cause this meant a SECOND CLAIM to call into AHS! Why not? It saves AHS time to have this contractor call it in saves everyone hassle gas and time for him to just do it right now. BUT NO! He went in the attic to try to turn it off one more time and said it did not work. He left b/c it was “5:00 oclock man!”
I called AHS for a second claim and met w a rude woman who would not send the first company (who had the knowledge of the problems) for either the first or second claim. It was to be assigned to someone else.
Why not u ask? LDK I told her I wanted a superisor and she refused to implement the second request for repair. She did not speak good english and I could not understand her. I finally talked her into it and asked for her supervisor. NO ONE CALLED.
Today I wake up to 1″ of water in my closet, hall, down stairs, kitchen and den. I called the vendor and he said nothing I can do man I am at my son’s game. THen I called AHS and they could not find a plumber to come out on a saturday. STILL waiting. I called a 24 hour service plumber who fixed most of the issues. To the tune of $500 and a $2500 bill for the drying equipment for the water damage. The Contractor will not call us back nor will AHS with the Contractors insurance details. THIS IS BAD and the lack of availability of a supervisor is disguisting. Your vendor broke this and flooded my house. It has to be repaired. Which one of you will be paying for this. Have someone who has grey matter and the pay grade to fix the solution call me 281.380.8390
I have been waiting for my refrigerator/ice maker to be repaired for a month now. I filed a claim on June 3rd. The first contactor refused the job after 3 days without notification to anyone. The second one sent a kid to my home that did not know what to do, and he tried to call his boss to find out what to do and he couldn’t reach him by phone or email. So I tried to call the office number and got on answer. So I called ahs to inform them of what was going on and I have been calling them every other day since. I have spoken to a supervisor on June 10th and she promised to give me a call back, still waiting. Last week I spoke to a person who says she was from the escalation department and she was going to call me back. Still waiting!!!!! They take my money every month without fail which is what my end of the contract states I must do,but it seems American home shield 🛡has no intention of upholding its end. So what’s the next step for me????? Anyone
Incompetence, zero knowledge of customer experience, blood sucking leeches. This should sum up American Home Shield (AHS) for you.
AHS has pissed me off so bad I am taking the time to write a complaint on how they do business. I have been a faithful customer for 13 years and never missed a payment. I have been having trouble with my central air unit for the last two years. I spent several days last year in the heat of the summer without air, where it was so hot in my home that I could not even go to the basement to cool off because it was hot underground. My unit started acting up again this year. Again it is hot as hell. AHS wanted to put another bandage on the AC after the technician said it needs to be replaced. . I am still in the process of waiting for someone to call me back and let me know when I can get reimbursed for the money that I had to spend on an AC that my Insurance was supposed to cover under my contract. I am up for renewal this fall and I considering going with another company. Where is the loyalty to customer that pay diligently their money to they companies.
My washer has not been fixed nor replaced since April 2021. I keep calling them ever since. It doesn’t make since. A technician was sent out twice only to ask me if I had the parts and to tell me he can’t get ahold of the authorization department.
I am experiencing the same thing let’s get together and do a big ass lawsuit
I want to bring to your notice that I had a leak at my house on the 17th May and a plumber was assigned property by AHS. Since then I had the restoration company break the wall and dry the leak. The plumber visited us on the 22nd May , with a comment that I will get an approval from AHS and come to fix the leak. Since then I have called AHS and the plumber daily only to hear , from AHS that plumber has to submit a request (and plumber saying I have submitted the request and no approval from AHS). Every time I call AHS I have a new rep who reads a script and promise a resolution in 24 hrs , with no call back or action.
I am very frustrated with a leak and broken wall for a month : hopefully you can help me get the service I pay for
Regards
Need corporate complaint line to email me
corrected number 804 928 3659
I need help!!!! I filed a claim 3 days ago and still no contractor assigned. We have no air conditioning and it’s unbearable. whenever I call there is never any updated information on timing. Please call me 804 828 3659. Need resolution not run around.
We’ve been waiting for well over a month – after 1st contractor finally showed up and deemed our AC ‘unrepairable’ and said we’d have to get a new. AHS then decided they wanted a second opinion – though the company that said it needed replaced had worked with them many times and never had their opinion questioned. Another company was assigned – only they didn’t service our area. Yet, that didn’t lead them to help us – instead, their ‘dispatch’ looked for another company – we’re in a rural area and no other company services here. We’ve explained that.
That was 3 weeks ago. Just got off the phone after another hour with an employee telling us to ‘patiently wait 24 hours for dispatch’ for the 8th time.
Hi Deb,
Were you able to get your a/c repaired or replaced? I’ve been trying to get my A/C and Furnace replaced since April with no success. I’m just getting the run around from AHS. I tried calling the number for the home office and the call went to the call center. They take our monthly payments but don’t want to fix anything.
I have the same issue here. Thinking about a lawsuit. The Better Business Bureau can help us. thoughts?
Need supervisor to call me @ 7023014068
did they call?
Have you had any luck asking them to call you?
I have 2 open claims at the moment & I am baffled by the lack of communication & the situation I find myself in. I have personally owned my policy for 18 years. As a realtor of 30 years I have supplied this policy for both my buyers & sellers. I have NEVER experienced such blatant unprofessionalism from the contractors AC Plus (for AC unit ) & All Out Appliances (for refrigerator) not to mention American Home Shield’s call center. As with many of the previous comments I am experiencing the same thing. My deductible was taken, tech’s came out & now they are missing in action. The AC issue has been going on since 4/28, I have Asthma & a history of a P.E., and the frig since 5/24,have insulin that has to be kept cold. With every call I have made I have been told the same thing. They need to reach out to the contractor, after another long wait they come back on the line to tell you they can’t reach them. I have told them they do not answer or return calls when I have called. Next thing I’m told is it has been sent to their Escalation Team & expedited. And I will get a call back in 30 minutes. I have been told this everyday for the last 3 weeks, when I call EVERYDAY. Today, I looked up the address for the corporate office located in TN, I called & guess what I ended right back at the call center. When I have asked to speak to a supervisor, I get the same run around we have done A,B & C & no supervisor. I have asked for confirmation that this has gone to the Escalation Team, they can’t provide me with that. I have been told I will get the $150, refunded.(which haven’t seen either) I don’t want a refund I need my appliances fixed. I am so completely disappointed in the way this has ben handled & the way this company has gone down so terribly. I can no longer buy these policies for my clients & my Brokerage company has been made aware of my experience. There are several other companies that offer the same coverage and at a much cheaper price & I have NEVER thought of moving I believe in LOYALTY, but it’s hard when you don’t receive the same.
If you have AHS Cancel. Very poor services. Call for service on my washer, stove and dishwasher Someone came who look to be 20 years old and weight 90 pound and tell me I need to pull out the washer. I am a 68 year old female and he is asking me to pull out a stackable washer. He open my self cleaning stove and told me I need to get spray for it . They took my $100.00 and did not repair one thing. And refuse to come back.
I have called to have my AC fixed on May 23 and I still don’t have any AC and the contractor United AC to come out and repair my unit and then tried to extort money out of me and change me $540 stating that AHS doesn’t pay for anything. I then called AHS back and spoke to Elijah who was not paying attention to my complaint and wasn’t helpful. The technician Maurice than gathered his belongings and left without fixing my unit. I called back and spoke to Janna who stated there was no supervisor available and I have to wait 2 more for AHS to see if they contact the vendor. This is ridiculous and poor customer service and the number for corporate is out of order. I am going to report this to the Better Buisness Bureau. I Am dissatisfied with the service from AHs and United Heating and AC Maurice for his extortion.
Good Idea I am calling The BBB also. Sound like what happened to me
Martin
April 30,2021
Last year August, 2020 I had service call for my 3 years old deep freezer. Customer service agent told it is under my policy & send technician with $ 100/- service charge. Later on AHS denied the service. AHS did not check properly my coverage before send technician. AHC told me they will refund/Credited $ 100 for next service call. It was fine with me.
March, 2021 my water heater leaking. Service agent told yes it is covering and told me, they will use $ 100/- credit towards present service charge. I said ok.
But my bank statement shows AHS charged $ 100/- 03/11/21. As I called service agent Mr. Paul Garcia & his supervisor informed me they cannot refund, because the clam was 90 days’ over.
Customer like me always believes & depend big corporation like your basic Principal, Honesty and Trust.
Looks line your agents are twisting the story, playing hid & sick games & cheating with customers day and night, $100/- is not big issue, but agent should do their job honestly to provide realistic suggestions /option.
This company offers very very poor service. They readily subtract the monthly fees from your card, but when it comes to showing up, the contractors are horrible.
I will NEVER use their service from TRIPLE ALLBRAND APPLIANCE AIR CONDITIONING 954-866-0665. They will give you an appointment for 48 hours later for an a/c service (which is in their plan description) but this company never shows up in 48 hours but rather 72 hours or later.
They keep stalling because they overbook appts. When you reach out to AHS these pleasant ladies who come on the line are in the Philippines, you can hardly understand them, (and this is not being xenophobic in any way) they try to reschedule you from the Philippines, a now urgent appointment for another 3 days later.
When asked to speak with a Supervisor or someone in charge, you are left to wait an hour or so at the end of which no supervisor comes on the line and you are back to square one.
The pleasant lady now tries to redirect you to what she calls the “Excellating Dept” Everyone is pleasant and polite but useless. Requesting an email address to send correspondence is hopeless, there is none. No way to contact the company. I am canceling all four of my contracts. The mailing address I reluctantly got out of one rep was 150 Peabody Place, Suite 301 Memphis Tennessee 38120. She didn’t want to disclose an email address as she claimed that was only for internal use. The President Tim Haynes, another Renford Tibbens CEO and Brian Turcottle. However the number on line was no longer in service. There might be a serious scam going on. We have seen these kinds before.
Mr. Barry, I have been a customer for a long time. I Never had the problem that I am having now. I open a ticket on 30 March 2021 for my hot water heater. The company that you all sent wanted to charge me $800 to put in the new one. I decline his offer and call you all for a buyout instead. I am still waiting for the check for the hot water heater. They keep giving me the run around about the pay. Please help me get the MONEY THAT IS OWED TO ME. My account # 282419022 and Dispatch# 53146367. I sent the receipts by certified mail on 30 Mar 21, giving them the proof that I purchased the hot water heater. As of today, I have not received anything for the item that I purchased and paid to have installed. I asked to speak with a Supervisor but they tell me that they don’t have to number. I know that is a LIE. CAN YOU HELP ME ON YOUR END? Thanks, Patricia Parker-Dumas, 478-994-42256.I
I want a supervisor to call me back asap, since this company chooses to not let a call come in for help.
No AC for 3 months, I called for a repair on May 26, 2020 after 2hrs on the phone I was finally given information on the contractor who was to contact me. Contractor called and said it would be 3 weeks before he could come to diagnose. Well time went by and when he did show he told his assistant “this would be the easiest job today!” He turned to me and said “yep you need a new unit.” Bad news is it’s going to be 3-5 weeks before the part would get to them from AHS.
It’s been 3 months going on 4 and still without AC. Each phone call is answered by an insensitive person who can not relate or one that even cares. I’ve made approximately 6 calls lasting from 45min-2hrs with no results. The only excuse I get is because of Covid-19 manufacturing is slow. I’ve called several local heating and air conditioning companies who can get a new unit in 2 days? I will say they are quick to take your service fee and monthly payment. Maybe I should stop paying and when called I’ll tell them I can’t make my payment because of Covid-19.
AHS is too difficult to contact for its customers and the companies they have contract to do the jobs. My sump pump has not been fixed and I am still waiting. This situation has been a problem which started in March 2020. Plumbing Enterprises LLc is having too many issues of getting simple answers for solving the problem which is replacing the sump pump. The problem is no one can contact AHS to receive any answers. They have called and so have I. Yet, I can check my back account and AHS has received their payment but I cannot receive services. My next move is to report this matter to the Better Business Bureau and drop AHS as well as tell everyone how poor you have been as a home warranty company. Your commercials about people having no worries is a lie.
Ms. J. Johnson
Maryland
It is amazing that on websites that AHS receives 5 stars real customers are not able to leave a review. I’m still waiting to have my A/C fixed. This saga stated on June 26, over two months ago.
I really don’t know how AHS is still in business, the worst company, who ever the head of this company shame on him to allow things to continue be this way, I will not be renewing my contract will never ever recommend this company to anybody, there advertising is false there is nothing good about AHS.
my BIGGEST complaint is the hold time with American Shield Home Warranty. NEVER less than 1 1/2 hours and then you get someone in the Philippines where some people have a language barrier. I tried calling the corporate phone number and you are in a continuous loop. You must have the extension of the person you are trying to reach. I was promised a credit to my account July 27, 2020 and still do not have it.
Just called again and the recording said wait time over 70 minutes! Just want to talk to someone that has authority and speaks and understands English fluently.
I have been a long standing customer of AHS. I am beside myself at the level of incompetence your company has exhibited during my recent interaction.
I have been off and on the phone for two weeks now, trying to get someone who can resolve my issue. The issue that your company said was “no problem”, gave us instructions on how process everything and then the fun started.
I’m sick and tired of playing the, let’s find a person to transfer me to, place me on hold, until my phone battery runs out and I become constraint to the short cord of my charger, completely consuming my afternoon and evening until I give up for the day.
Or, my personal favorite, connect me with a very sweet but heavily accented individual who I can understand, will repeat everything I say multiple times, place me on hold or eventually just hang up on me, so I get to re-live this hell all over again, as I have this past week.
I could continue with the details but to save you the misery of reading the full extent of my frustrations, how about you just send this complaint to the secretary of someone with little or no authority, who probably not reach out to me, I would be floored if they did. I only say this because, we have requested a Supervisor call us back on two separate occasions and still have not heard from anyone.
If you care at all about your business, or the customers it serves, I would love to speak to you personally. If you could respond to
I have been a customer with AHS for 20+ years and had been satisfied with the few services rendered thus far. I’ve been having stoppage problems in my master bath on several occasions. Contractors have ran the Auger (75+feet) at least four times this year. The last AHS plumbing contractor told me and written diagnosis stated if the problem continues the camera line and Jet is recommended because there may be a break in a line/pipe.
Water started backing up into the MB face bowl for more than a week. I decided to have the camera line ran( which I paid $350 ) on August 4, 2020. The contractor returned on the next day to run the camera in the guest bathroom. The camera did show a break and a sink in the pipe. The contractor sent me an email and called AHS with the diagnosis. When I called AHS on the 6th to find out if AHS will pay for the repairs, Customer Service told me that Authorization was processing the diagnosis and I should receive a call by the next day. Knowing this was the weekend, I knew I probably would not receive a call.
I called AHS early Monday morning only to be told by Customer Service that the contractor did not provide the diagnosis to Authorization. I explained to her that the diagnosis was provided on the 6th and I was told that Authorization was processing the diagnosis. We went back and forth for a few minutes about the diagnosis being sent. The CS rep told me that if Auth received the diagnosis she would see it in her system, so she finally decided to call the contracting company and received the diagnosis and told me I will hear from Auth within 24 to 48 hours. Frustrated and disgusted I asked to speak to someone in Auth or her manager only to be told that I could not speak to either. I asked the CS rep to hold on and I called the Plumbing Co to verify that the diagnosis was provided, with the three of us on the line together, the Co verified that they did called on Friday and provided the diagnosis and again a few minutes ago when the CS rep called. Fast forward, I could not speak to anyone in authorization and was told by the CS rep that she will expedite the orders to Authorization and I should hear something within the infamous 24 to 48 hrs.
I am so tired of the run around from AHS with Authorization saying they never received the diagnosis on an order.
QUESTION: How do AHS pay the providing company and deduct the $75 service fee from my account stating, Service Completed, if Diagnosis HAVE NOT been received?
I starting to believe AHS is no longer a RELIABLE and UP STANDING company and I will be reporting this company to the BBB.
We are having the same exact issue and I am beyond frustrated. I finally found this website to get some corporate emails.
Amy what is the website?
What is email address?
On 7/24/2020 the AHS sent a service person to check a repair on my washing machine which a prior service company from AHS said a mother board was needed. It was determined that the cost of the mother board would be more that the unit is worth. Service said I would be notified within 48 hours for the swap and to date I have not heard a thing. Calling is useless as the say I have a three hour wait. Worst service I have ever experienced. I have been on phone now for 2 1/2 hours with that miserable music playing. Very disappointed.
This company is awful. I am having major issues . They have taken out of my a account 163.00 this month. 37.99 which is part of my package deal. And that’s ok. And 125.00 for services they could not fix. So much as gone wrong I can not begin. Come Monday I am going to call an attorney, and see if I have a case.
I have been a American Home Shield customer since 1997 with my present home and 1985 with my past home. The customer service is extremely poor and to schedule a service it is over two hour wait time. I scheduled a service with American Home shield on 7-16-2020 with them coming to my home on 7-20-2020 to fix a leak under my kitchen sink and do a clean out on the stoppage I had in my bathroom sinks. The plumber that was sent out would only plug the sinks and stated the stoppage need to be completed through the vent on the roof. We called another plumber out and paid over $500.00 to clear the stoppage and they did not have to clear the stoppage from the vent on the roof. This plumber did even try and Loyalty Home service would not own up to their mistake. I called customer service for a refund of my $75.00 and was on hold from 9:00A.M. to 11:45A.M. with customer service only reading from their scrip paper to read, and It was a person out of the United States. Every time you call it is a long wait time with talking to someone oversees. My contact is up soon and I will be checking into another company that will give better service.
Why can customers not get in touch with you all? No lie I was on the phone on hold for over an hour in regards to a service reqeust I made on June 17th, the contractor came out and said that AHS had 2 weeks to find th part and servcie or replace my oven. No word from you all at all in regards to an update. I contacted you all last Tuesday and was placed on hold multiple times. The customer service rep indicated he was on hold trying to find out where the parts were and would call me back, he never did. I called again yesterday and was on hold for over an hour and did get a nice representative who indicated that the decision had been made to replace the oven, I indicated to her that no one has contacted me to tell me that or to set up this service. She aplogized and transferred to the purchasing department. I literally was on the phone with AHS for a total of over 3 hours including the conversation with the representative who transferred me. No one ever ANSWERED my call. I hung up and dialed the number she gave in case I was disconnected and was a gain on hold over an hour, no one ever answered my call. I called again this morning and the wait time is over an hour! This is ridiculous!!!!! Why can customers not email or have online chate with someone. Here we are without an oven for over a month!!! No one from this company cares to resolve the issue, which is what the this company is for!!! I need to be contacted ASAP by you all and a working oven installed ASAP! My agreement number is 214473742 contact me!!!!!
I have been sitting here for 1 hour and 34 minutes. The motherboard on our dishwasher is fried. We originally asked for service on 6/29. The repairman has been here 2 times and finally discovered the problem with the motherboard. AHS notified the repair company that they are authorizing a replacement. Did I just say they contacted the repair company? They did not contact us. Our contract expires on 9/20/20. We will not be renewing! If you were only on hold for 30 minutes…Congratulations. It’s not customer service it’s Corporate. Customer service can only do so much. Having worked in customer service I know they can only do so much. I would like to know what home warranty company to replace AHS come Sept. Adios AHS!
I’m extremely frustrated and disappointed with American Home Shield. I’m in disbelief as to the hold times exceeding THREE HOURS, the misinformation, lack of appreciation, and respect for a customer. I’m disabled which makes this even more devastating. To say that the process to get my washer and dryer repaired and now replaced has been beyond stressful is an understatement.
Please give me a call ASAP or atleast provide me with a valid email address.
Contract #271388662
Sincerley,
Lisa Bulla-WHite
I’ve been with this company for about 11yrs, I am in California and I must say that I have had a very good relationship with the company it’s self, now some of the companies that they work with to do the repairs at times, like now, isn’t much to be desired! I do believe that they need to do more to clear there rolls of all the bad companies and they have a lot, and not put they’re customers through this B.S. I know darn well these bad companies has been reported to A.H.S. so why put your customers that’s been with you for many years with these just awful experiences someone needs to root out the problem! there also needs to be an online contact place.
My name is Deborah G and I would like to file an complaint against the customer service I have received through AHS. On 05/14/2020 I had an service call for my refrigerator and due to COVID-19 which I was effected, the customer service stated that “I WILL NOT BE CHARGED THE $100.00 SERVICE FEE” for the service. The following month I received billing stating that I owe $100.00 plus $41.00 for service. I called the customer service line 4 times which waited on hold over 1hours BEFORE customer service connected. They reassured me that the $100.00 service fee would be revised BUT NEVER DID THE REVISAL HAPPENED.
I called again today which was put on hold for another 1 hours, and the customer service rep. gave me this number 1-877-413-3281 and told me to call this number to resolve this matter, but when I called at 10:30 pst the recording stated THIS DEPARTMENT IS CLOSED FOR TODAY PLEASE CALL BACK.
This is the worsts customer service I have experience and this is why I am sending both department this complaint because the website DO NOT HAVE A COMPLAINT LINE FOR COMPLAINTS!!!!! I WILL BE CONTACTING THE HEADQUARTER OFFICE ABOUT THIS MATTER.
MY ACCOUNT: 272824772
Deborah G
I am exhausted with American Home Shield and before contacting the local television station to discuss this problem I thought I am going to go to Corporate Headquarters. Guess what, you can’t get through to Headquarters which to me says they know damn well the product stinks so the executives hide because they don’t care. Well I am trying one more time then I am going to my local TV station. A year to get a free standing ice machine fixed is ridiculous. Multiple visits from the same company who didn’t resolve the problem and recommended a replacement, AHS ignores the advice. They have paid more then the value of the machine on parts and a year later it still doesn’t work. What really bothers me is Crystal on the Escalation team in Georgia last week promised one more visit and we will replace your machine, when I asked for her contact information she said oh we don’t have direct lines, I should have realize then I was being fed BS. Today when we spoke to Rose for 43:00 minutes she danced and danced and lied. Well Yelp, better Business Bureau, Facebook, Next door and Realty Associations we will be sending you our data and not recommending this service. Fortunately our contract expires shortly guess who will not be renewing.
Anyone who can help,
I have been a long standing customer of AHS, with policies on two properties. I am beside myself at the level of incompetence your company has exhibited during my recent interaction. I work in customer service based industry. I would be embarrassed and ashamed to admit I’m was apart of this organization.
My wife and I have been off and on the phone for a week and a half now, trying to get someone who can resolve our issue. The issue that your company said was “no problem”, gave us instructions on how process everything and then the fun started.
I’m sick and tired of playing the, let’s find a person to transfer me to, place me on hold, until my phone battery runs out and I become constraint to the short cord of my charger, completely consuming my afternoon and evening until I give up for the day.
Or, my personal favorite, connect me with a very sweet but heavily accented individual who I can understand, will repeat everything I say multiple times, place me on hold or eventually just hang up on me, so I get to re-live this hell all over again, as I have this past week.
I could continue with the details but to save you the misery of reading the full extent of my frustrations, how about you just send this complaint to the secretary of someone with little or no authority, who probably not reach out to me, I would be floored if they did. I only say this because, we have requested a Supervisor call us back on two separate occasions and still have not heard from anyone.
If you care at all about your business, or the customers it serves, I would love to speak to you personally. If you could respond to this email with a contact number, that you can be reached at, that would be great.
If not, just reply to this email showing some interest and I will provide you my personal cell phone number. You will not be placed on hold, routed to Manila and transferred around or hung up on. I will personally answer.
Thank you for making it possible for me to reach out to you, I look forward to hearing from you.
I could have written this from my experience also. Beautifully said. You very accurately described doing business with American Home Shield. And, of course, blame everything on Covid.
SAME THING WE ARE GOING THROUGH!!
I am having the same issue! This is ridiculous. I believe the better busness bureau needs to be contacted!
I can relate – this sounds exactly like my story but instead of 11/2 weeks I have been at it for 4 weeks
David Eastman
253-677-1901
This company has some of the worst customer service I have dealt with in a very long time. My AC went out almost 2 weeks ago. I live in the high desert of NM and the temps have been around 100 degrees. Had this company let my service company provide an AC I would have had a new one installed last week. As of this comment they have yet to receive the AC unit. I have had numerous calls, been given bad info and terrible attitude by some of the representatives. As soon as my AC unit is replaced I am canceling my service. They have offered nothing but apologies that are standard in the industry. I am beyond inconvenienced by this issue. On top of the 100 deductible I still have an out of pocket expense of 1200 dollars. On top of all this the wait times to talk to someone in any dept is horrendous.
At least you are getting one, two seperate technicians indicated on two seperate occasions that I needed a new one, they would not replace only would replace a part, my power bill has been sky high for the last couple of summers. I had to purchase one myself. Now my oven has went out and they are supposed to replace that but they don’t contact me to set up the service. They only thing that is quick or reliable for this company is when you make a service request, paying them $100 dollars to do so.
Worth considering….1. .Contact the States Attorney’s Office and submit a written complaint to them. Let them investigate. 2. Contact your local news station as most have a Consumer Help Desk. Perhaps they will do an investigation and maybe AHS will be on the local news. 3. File a complaint with your local Better Business Bureau. 4. File a written complaint with your local county/municipality Consumer Affairs Office. 5. Reach out to your Govenor’s Office and ask them to assist you.
Yes, it’s a lot of work and requires tenacity but AHS needs to be held fully accountable for their actions or lack thereof. They need to be on the “hot seat” from the Top down!
Consider me a very dis-satisfied former customer.
I will be taking you up on your advice!! They are ridiculous! Did you cancel your policy and what fee did they charge? If you don’t mind?
Great ideas and I plan to do so!
This company has no bussiness being in bussiness I have been on the phone for hours trying to get someone on the phone from Carroll Ia to Memphis Tenn I will never spend my Money with this Company ever again!!!!!!!
I have contacted the American Home Shield (AHS) Retention Department to CANCEL my contract IMMEDIATELY. Customer. I will not be recommending AHS to anyone. Very disappointed, dis-satisfied, disgusted, and frustrated. I’ve contacted my own heating & air conditioning company and plumber. The contractor you sent to my home never heard of an “Aurora” faucet. Did he just get out of plumbers school? AHS is a JOKE. Save your money. For what AHS charges, you are better off putting that money in the bank, draw interest and pay for needed services yourself. No one needs a Home Warranty Company
Make sure you read the fine print in their contract, because they will charge you a cancellation fee! Just another way they “screw” the consumer!
Called in a water well not working on July 2, 2020. Repairman came out on July 3rd and Contractor Relations Department told them not to do the work as it seemed expensive. Supposed to send a second repairman out. This was an expeditated call due to no water, still 5 days later and nothing is happening and no one can explain when something is going to happen. Nothing has happened as of July 7th. Still no water….. Have called at least 3 times a day trying get an answer. NOTHING…Need to talk to someone that can get this work done…. TOTALLY UNACCEPTABLE
I have been trying to have my dishwasher repaired for two years. Four different service providers have come to my residence on seven occasions to try to repair the device; however, the dishwasher continues to break down. AHS advised after the last time the device broke down, they would replace the device; however, have failed to do so. I was on the phone with them for 6 hours today and AHS is insisting on sending another provider out to look at the appliance.
American Home Shield
A call to the plumber on June 8 was unproductive as the Immediate Response Plumbing lady was rude. I was told the new the faucet was on order and would be in and installed on Friday, June 12. I did however receive a call from IRP to make an appointment for the following week to install the faucet on Friday, June 19th. The leak continues… NOTHING HAS BEEN DONE … as the backed up toilets continue… June 30, 2020
The first of 100 negative postings on all social media platforms. Background: I’ve enjoyed AHS for 14 of the 17 years as a homeowner. Generally pleased with service / claim experiences. On 26 May 2020, I opened a claim for my oven. The initial response was what I normally expect from AHS and its contractors. On 2 June the claim was reopened because the issue was not resolved and required a replacement motherboard. The Contractor contacted me promptly on 3 June and said he would not come out again to re-inspect the oven – he stated he would order the part and come out when the part arrived. I also received an email generated message on 3 June confirming the part was ordered and could take up to 10 business days for arrival. I waited 8 business before calling the contractor regarding status. By the 12 business day and third call (Now 19 Jun 2020), I had no return calls from the contractor. On Monday 26 June I logged into my AHS account and learned the part was delivered to the contract on 4 June via FedEx. Again calls to contractor not returned so I focused on contacting AHS and escalating issue as this is now causing me financial and health risks during a poorly contained pandemic. During the week of 26 June 2020 I contacted AHS seven times (each time with an average wait time of 48 minutes before reaching a call center). Each time I asked to speak with a supervisor. Each time I was told they were not available and they would have to call me back since they could not share a phone due to Covid 19. As of this first of 100 negative posts, I have not been contacted by AHS or the contractor to repair my oven. I have however had to run up credit card debt buying meals for my family of five for now nearly four weeks unnecessarily singularly because of this extreme failure of service, contract fulfillment and reputational commitment by AHS. I need to be made whole and repairing this oven seems to be out of the scope that it can do so according to my policy, I need a replacement oven. This message will be posted everywhere I can, and reposted should it become deleted daily. I have also been in contact with my local new outlets regarding this scandalous business outcome.
Been on hold 3 days this week for greater than 50 minutes and still no resolution. This customer service is HORRIBLE. I put in a request 15 days ago and still no A/C nor has provider responded to my calls. But let me miss a payment and AHS ready to sue
American home shield Corp, I have been without a/c for close to 3 weeks ,it is 88 degrees in my house with 3 big dogs, We called your company as soon as it started getting hot, you have one company that handles a/c, they are in Miami, we are 2 hrs north. They somehow cancelled our appt.
When we got them down here it was 6-7 days and the company South Cooling said it was the com-presser.All the the parts we’re coming from AHS, and we still do not have a date that this A/C problem will be fixed, ……
Really close to 3 weeks , you really need to fix this.
Laura Paladino 270232552.
861 Magnolia dr
Lake Park,Fl 33403
I am very frustrated with your company. My renewal is close to renewal. But I don’t want the frustration of waiting an hour or more, having 5 yes 5 companies referred to repair my heat pump none of whom knew what to do. I’m emailing a resolution person who doesn’t read all emails from me and closes my referral. What am I supposed to do next
Received an account renewal letter today. Now have been on hold 30 minutes waiting to talk with an associate. Very unaccepted service. This is one of the many reason we are cancelling our annual home warranty contract with AHS. You pay $1000 annually , then for a service call, then for uncovered repair work. all AHS fine print voids them having to cover any repair expenses. Not worth the money or headache.
Terrible customer service. We have been AHS customers for 20 years. Our refridgerator has been broken for a week. We are living out of ice chests and eating out. The serviceman came and said it needed a new compressor. I checked with the Appliance repair company today and even after a week AHS hasn’t approved the ordering of the compressor. I’ve called AHS 6 times today and can’t get through even after being on hold for 20 minutes each time. The customer service is terrible. I’m going to another company!
Tim Haynes, are you hiding from the public? Corporate Office does not answer the phone, auto-dump calls, on hold for nearly an hour, dont return phone calls.
Take care of your customers. Bring jobs back to America.
I’ve been placed on hold for extended periods of time, broken commitments of call backs, and hung up on. Apparently you all have no processes nor SLAs for anything you do. I’m so frustrated and so over this company right now that I am just pissed off. And the company that I pay doesn’t care as long as I’m paying them every month. I’ll add my complaint to the BBB with everyone else. Guess I’ll call back and wait an hour and half for someone to answer only to be placed on hold or hung up on again because their system is down.
Have used AHS for eight years with no significant problems. Called 5-8-20 for service on pool heater and as of today the contractor they selected has yet to set appointment and doesn’t return calls. After several attempts the contractor basically said they are busy with regular customers. Memorial Day is one week from today and no parts or service has been provided. Called AHS four times about this issue waiting on hold from 20-45 minutes each time. Requested a different contractor but they wouldnt agree. Asked to talk to someone in charge rather than a customer service rep but would not give any help. Evidently the only pool company is 45 minutes away while Peoria is twenty minutes away with numerous companies to do the job. Contractor just called and refused to come all the way to Pekin to look at the problem but think they know what parts are needed and maybe next week can look at the problem. Will fix at my own expense and not renew AHS in July when contract expires. There are numerous warranty companies out there with better reviews.
I have a same issues with the contractor telling us that is out of his way. I have called my own electrician but promised to be reimbursed.
I’ve been a customer for 6 years, my sister has been using AHS for 20 years and so far we have been pleased with the service when it comes to basic repairs. This is my first time needing a major appliance replaced on my policy and like most of the other people who have left comments, I’m finding that this company has horrible customer service.
My furnace quit working Saturday, March 21st, a contractor was at my house Monday morning with the bad news that my furnace had a crack and needed to be replaced. AHS contacted me March 24th to let me know that a replacement furnace would be covered on my plan and they were putting the order in that day. I called the contractor March 30th to check on the status and was told they hadn’t received notification the furnace was ready. I contacted AHS who in turn contacted my contractor and gave them a pickup number, so far so good.
Fast forward 2 days and still no notification that the furnace is ready for pickup. I call AHS again and am assured my furnace was ordered and they will contact the contractor. This scenario is repeated 2 more times that week (once via online chat). Since they outsource their call center to India, Philippines, Caribbean, etc. I am being told they have no way to connect me to a supervisor or operator in the US, each call was a minimum 45 minutes between hold time and restating the same information as there’s no way to talk to the person from the previous time I called. On April 2nd the call center escalated my claim to contractor negotiations. On April 3rd they admitted there was an error on their end and they had the wrong model number which didn’t exist so the furnace wasn’t ordered. They contacted the contractor and gave them another pick up number. The contractor has called the distribution center every day this week and still no order is on file for me (they also contacted the manufacturer and same thing, no order on file). I’ve been in contact almost daily for the past week and a half with the Furnace contractor and they’re as frustrated as I am.
I’ve tried every avenue I can think of to contact someone at this company who has authority to resolve my issue. I’ve tried calling all 5 phone numbers I’ve found on the AHS website and all go to the call center. I sent an email and got no response. The corporate phone number I found online has been disconnected and the new one is for a different company. I clicked on the send feedback link on their website and it gives a phone number that takes you to, you guessed it, the call center! I clicked on the link for repair “still not fixed?” and it takes me to request service with another minimum service charge.
I’m on day 19 with still no furnace due to a supposed clerical error. I’m so frustrated!
Thankfully the temperature in my house has risen to around 60 degrees with the use of space heaters but it’s a lot of work on my part and I can only imagine what this will do to my electric bill.
I will definitely be reconsidering my policy renewal with this company.
I’ve found their contractors & employees to be less than stellar. I’m in a battle myself with them, I’ve cancelled my coverage. I’m saving their monthly fee in a repair account I’d rather pay myself, especially since box stores usually offer 6 months fee interest on big purchases
Horrible money pit! Just had to set up my 6th appointment since 1/3/20 to get my very expensive refrigerator working – doesn’t cool evenly. They have sent out 4 different companies, ordered and replaced the main board, thermostat and blower fan, and it’s still not working. Now they want to send out yet another technician to confirm that it’s not working before they will talk about replacement…unbelievable. Will report them to the BBB.
I’m with you! Money pit !! I’ve set aside a repair account at my bank I’m done paying AHS to do nothing ! 4 different contractors from them nothing done !
I am on my 7th repair and the last tech told me that they were going to file a for a replacement and come to find out that they are ordering another part! And to top off they send you to a India rep that does not know what they are doing.. This is nuts!!!
This company is absolutely the worst customer service. They charge the highest service call $100 tthey send out incompetent service people who do not do the work and the custumer service department in the Philippians no one in the US they do not do anything, they put you on hold than the line is disconnected and than just start again. I am since 48 hours on the phone try to get a resolution for my service call or get my money back and I could not get a solution. !!! This. company should be revoked their license !!!!! I tried to register on the website so I can get the. service in writing however the website registration does not recognize my policy number or my address or phonenumber. THIS COMPANY IS A FAKE JUST TO GET YOUR MONEY BUT WILL NOT DO THE. WORK WHEN YOU NEED IT!!!!! ALSO THEIR. CORPORATE OFFICE DO NOTR HAVE A WORKING PHONENUMBER IT IS ONLY DISCONNECTED NUMBER! PERHAPS IT IS. JUST A SCAM TO GET THE MONTHLY POLICY PAYMENT AND THE SERVICE CALL PAYMENT BUT THEY DO NOT REPAIR ANYTHING. JUST COLLECT THE MONEY!!!!! IT IS A NIGHTMARE!!!!!REVOKE THEIR BUSINESS LISENCE!!!!!
If you paid by credit card dispute the charge. I did my credit company found in my favor and I was given a credit for my service fee From my credit card company.
The only reason we decided to go with AHS is because one of our retired neighbors recommended; however, at the time they had not placed a claim. We’re on a fixed income and since living in an older condo, only 1100 square feet, we decided to do it. Rates were raised in the fall at contract renewal time. We had not placed any claims. Now we want to cancel because we have all new appliances and systems. Of course, they can automatically take our monthly fee but when it comes to cancellation…a lot more difficult. No one is available in the Cancellation Department on weekends. The customer service reps from in the Philippines gave me misinformation and contradictory information about the cancellation process twice this weekend. AHS charges an administration fee to cancel however the rep failed to quote the correct amount of the fee according to what’s written in the contract. This is ridiculous. Why should I have to pay a fee to cancel when AHS cannot provide accurate information from their reps about the cancellation process! A customer non-service nightmare.
I thought I was the only one having issues with AHS. Just purchased home 2 months ago had to use my warranty for refrigerator. Tech company was GREAT but AHS customer services horrible. They have double charged my account. I have faxed them my bank statement as requested called to check status and everyday that I call I get the same response they have to send a form to some department. I called again today same answer but this time I called headquarters number and they are the same. First she tells me that no fax has been received to resend it. Instead I emailed it because she provided me with the email. I had her repeat it and I read it to her and she said yes that’s correct….but guess what email she provide is not correct. I got back an undelivered email. Not a happy customer at call.
Janet — Im with you…I cant wait to cancel too! Horror stories
I think it is about time a class action law suit to be filed against AHS for misrepresenting themselves. We pay our premiums in good faith but don’t get back what we are paying for. Everyone beware of this company don’t fall for the scam they are doing on all of us.
I have been a customer for well over 20 years and have never had the problems I have today with them. I will no longer be a customer of theirs. I just want what I paid for nothing more and nothing less. They are so bad they won’t let you talk to any type of management and won’t return messages that you leave with the associate. You look for yourself their is no email or contact information you can get in order to get to a higher up person. Everyone I have talked to is in the Philippines and very had to understand. I am like the others they each have a different story on what is going on but no final answer then they put you on hold. All they are is lip service and they aren’t even good at that.
I’ll be the first to sign up…David Lamson-Keene David@santoriniblu.com
Count me in!
I am willing to sue the pants off these bastards! We had our first year contract with an older home in a new area, and the initial work done by local service people was top notch. Then, we began to have problems with the ‘chain of command’- Having renewed for a second year, we now have 45minute-1 hour wait times at all hours of the day; no direct phone number to contact Corporate; emails are not answered, and are “ONLY” for security and privacy issues- in short, CORPORATE International crew-ups! The local service people (plumbers/electricians)are more than willing to do work for us, but it’s AHS’ inability to do the legitimate work orders, that ties up the entire process. We’re appealing to our bank for a refund/cancellation of our second year fee, after this.
Recently I called to request service on my refrigerator. The telephone prompted me with questions in which I responded with information needed for service. It then asked for a credit card number for the $75 service fee. The card that I gave for payment was different from the card that’s on file and used for my monthly membership payment. The called ended by giving me a confirmation number and the company who would be servicing my refrigerator.
However, without my permission, American Home Shield used the card on file for the service payment instead of the card that I gave them. I called to correct the charge and was told that they would credit my account, and charge the card that was given.
After one week, I noticed that the credit still had not been made, so I called again to learn that the correction had been denied. And what adds fuel to the fire is the rudeness of the customer service rep who I understood enough to know that she told me that it was my fault for putting using a different card, and when I asked to talk to someone else who could make a decision, she said that she had the final say – she was rude and talked over me. She said her name was Brecy S. – with a serious misunderstanding of excellent customer service.
I’ve been a customer for years, but strongly considering leaving and going where I’m appreciated and where my credit card is safe!
i can not wait to cancel my policy long time customer this company it is not like use to be you just pay for everything always they come up with something, by the time you need them a lot of things are not cover good luck have to pay out of pocket customer service forget about it !!!!! No more thank you
I have been scammed by this company by paying for a Warranty & they did not cone through. I have been trying to cancel my policy since Sept. – with NO success. You keep taking money out of my account – even after I have filed a stop payment with my bank. I have repeatedly ask that you refund my money & delete my bank account from your records. I have filed a FTC complaint against you.
Cyndy, can you share the site where you filed your complaint with the FTC ? We are so disgusted with AHS.
I have been using American Home Shield for many years and I am very happy with their service. I have called them for both air conditioning and plumbing problems. They set me up with a service company that showed up at my house as scheduled. I paid AHS a $100 charge for service and they took care of the rest. My kitchen sink was blocked and would not drain. The plumbers ended up having to go under the house and replacing a section of drain pipe that was clogged. I am sure the final bill was way more than $100. When my AC stopped working, the AC guy showed up, replaced the capacitor in my heat pump, cleaned the whole unit, and stood by to make everything was working right. I don’t know about $70 to $80 service calls, but it has been my experience that that is what is charged just to make a house call. Then you have parts and labor. I am totally satisfied with this company and would recommend it to anyone who is not a “Do-It-Yourselfer”
This company is nothing but a giant ripoff to the community they operate in. They have a few employees that answer the phone. They start by getting you to sign up and give a credit card no. and agree to pay $100 for any service call that is made to your home. Most service calls are $70 to $80. They tell you to pay them, and they will pay the service call. This is a ripoff as they make $20 to $30 on every call you make to them. They have several small service people they call to make the “service call” they will not change any parts without first getting approval and will report to AHS They will play you along and try to get you to pay for any parts with your credit card and they will pay you. This is the next ripoff as they will never repay you. When you call they use the same technique, a) put you on hole, b) transfer you, leaving you on hold, c) transfer you again, place you on hold, And D) after 20 to 30 minutes, they hang up!
If you call back, you go thru the same technique; hoping that you will get tired and hang up. Bottom Line you will never get satisfaction, or have your problem solved. We should all sigh a petition, telling our stories, and send the information to the at the attorney general, and demand that he investigate and prevent AHS from selling any of their products in the state of TN. Does anyone know of an attorney that can help us? I cannot personally take this Problem on, but I would be happy to help any way I can.
That’s what I’m going through right now! I just spent 49 minutes on hold! Wish I saw all this before I ever signed up a year ago!!! Somebody should be able to do something!
Every time I call it is a complete nightmare. That is why you cannot ever reach corporate headquarters to complain. If you ask for a supervisor they put you on hold or hang up on you! I have been at this for three weeks this time trying to get a washer and dryer fixed. Do not buy protection from this company!!
Our second year with AHS, and will be our last. They have no customer service at all, just want to take your money and collect their fees for every claim.
Our refrigerator/freezer failed 2 days ago resulting in a total food loss. AHS was contacted via their claims website as well as via their toll free number to a call center located in the Philippines. It resulted in many frustrating phone calls to their call center due to lack of updates regarding locating and scheduling a repair technician to diagnose the problem. After 36 hours, I received a text from a repair company indicating I would be required to wait another week before they can come diagnose the problem. No repair or replacement time frame in sight.
Earlier in the year, same experience regarding failed Central AC unit. We ultimately were forced to go to an outside vendor for complete replacement of the unit.
Don’t waste your money on this Warranty company.
I agree completely. My Kitchenaid refrigerator stopped working October 5th; today is October 17 and they have not contacted me even once. I have called too many times, every number I dial ending up at the same out of country center of very polite, but unhelpful women speaking limited English and unable to do any more than read their script, over and over. Time to cancel this ‘service’.
Good Luck, My experiences are very much the same. Refrigerator/freezer stopped working 10/13, reported issue and service technician did not arrive as scheduled on 10/21 so they rescheduled to 10/24. Technician replaced the compressor, and said temps would take 24 hours to normalize and start making ice again.
Now the unit operation has not improved, it cools, food won’t freeze, no ice. They won’t send the technician back out until 10/28.
My experience with calls to customer service are much like yours. Getting an operator or response or escalating to a supervisor never happens. They have a script that does not include customer service. Calls to the corporate office in Memphis, TN are a waste of time.
Mr Rexford Tibbens is the President & CEO of FrontDoor Companies including AHS. Let Social Media know issues with company. They try to shield themselves behind this phone system.
I have been an American Home Shield customer for over 5 years. Until recently I have always been very satisfied with services provided. In June I started the process to have my air conditioner repaired. It was running but not providing cool air, making a very loud noise and constantly draining water creating a consistently wet area around the unit. Two contractors have evaluated the unit and both have determined that the evaporator coil needed to be replaced. Contractor one started the process on June 25, 2019 and failed to completed the job and is no longer a contractor with American Home Shield. Contractor two started the process on August 27, 2019. I have been informed that Contractor two never sent in a diagnosis and repeated attempts have been made to obtain this information and to date it has not been received. No action has been taken to order the part or schedule repair of my unit since that date. I have called numerous times weekly and each time I am told that someone will call me back and get this scheduled and I have never received a call back. I have asked that this issue be escalated to management for resolution. On September 25, 2019 I spoke with Contract Relations and informed that they needed 48 hours to get the information from Contractor two and was assured that I would get a call back no later than September 30, 2019. I have not received a call back and I called today and was told that they could not transfer me to Contract Relations and there was no one that could speak with me. The call lasted 21 minutes and I repeated requested that I be transferred to someone in management that could assist me with resolving this problem and I was informed it wasn’t possible and that I would get a call back within 4 hours. I am contacting the corporate office seeking resolution of this problem.
Good Morning,
I have enjoyed being a client of AHS for many years. This morning I called regarding my account and was told it was deactivated due to a system glitch. I was greatly surprise and confused when told that the account must be reactivated. I was told that I would have to wait 30 days before using the service. To my great dissatisfaction and unbelief, I am told that I was the root cause of this issue and nothing AHS can do to reactive my account before 30 days.
I was on the phone this morning speaking with 3 individuals for over 1 hour and was not able to get this issue resolved.
See that I am a loyal customer of AHS, I am requesting that my account be reactivated before the 30 days. Can this happen? Please advise.
Thank you for all you do.
This is unbelievable…So many people with problems and this company is still in business. I’ve been without my refrigerator since Aug 7th. Living out of a cooler. I’ve explained to them that I have a 7 month old infant that has milk that has to be kept cold. AHS sent out this company called Fixx My Appliance and they have been here 5 times and its still not working. I was told that they would be here again today between 1 and 5pm. When I called them at 5:18 he told me that he was 2 and 1/2 hours behind. So my entire Sat. I sat home and I’m still waiting…STILL WAITING…
My name is Charlene Suttice (AHS Contract # 257684592) and I’m a customer/victim of American Home Shield and I believe I have been scammed for years. It all started in 2011; my air conditioner stopped cooling. I called my warranty company (I use that term loosely) and in turn they called a company out to repair it or so I thought. The company came to my home and filled the air conditioner with Freon then left. In a matter of 40 days the air conditioner went out again and at this time I requested that something else must be wrong. The company informed me that AHS won’t allow/approve anything else but replacing Freon. I then called AHS and spoke with a representative and was told basically the same thing.
Since 2011 we have been dealing with some sort of problems with our air conditioner. Each time AHS sent someone out, it has cost us money and the problem has yet to be fixed. I can’t believe the incompetence of this company (AHS). This entire company and its affiliates are total sham artists!!
I have dealt with warranty companies before and nothing and I do mean nothing derives remotely close to this mess. I can’t believe AHS is allowed to conduct business or shall I say rip people off the way they do! How American Home Shield is allowed to stay in business/ripping people off is beyond my understanding!!! I’m thoroughly disappointed with the entire process.
Now we are having to live in a hotel due to the fact the air conditioner went out in our home twice within a period of two months. The state of Texas is extremely HOT with the temperature reaching and exceeding 100 degrees.
Less than two months ago the air conditioner stopped working. After contacting AHS, a technician was dispatched to our home. The technician notified us that the compressor was out and a part needed to be ordered. It took over two weeks for the part to arrive. During that time we were in a HOTEL! We paid the required customer amount to get the air-conditioner repaired. Fast forward two months later, the air conditioner is broken yet again. Another company was dispatched to our home and to our SURPISE the compressor is broken again. Now, we are back in a hotel and AHS is requesting we pay another FEE to get it repair yet again! At what point will someone other than the home owner be held accountable?! One would think that the compressor plus all the components would be under warranty (being that the unit is only two months old); but NO it doesn’t seem to be that way.
Every time I speak to someone at your company, I receive different answers to the same questions. No one should have to tolerate this type of incompetence. We have decided to go with a reputable heating/air company and buy ANOTHER unit on our own due to the fact we can’t trust AHS/Affiliates. We then spoke with an AHS representative and was told that we would only be reimbursed $500 for a cash out. Mind you we have already spent a tremendous amount of money on a compressor that only worked for TWO MONTHS.
We purchased a home warranty to be proactive in case something happens and we would be protected. We can’t seem to get a straight answer from anyone at American Home Shield. I’ve asked several times to speak with a supervisor, manger, or even the manager of the Authorization Department and they will NOT transfer me to either. No one should have to go through this. I’m feeling tired and frustrated. American Home Shield really needs to be exposed for their erroneous behavior/business practice.
From this day forward, I will communicate with ANY and EVERYONE about our experience with AMERICAN HOME SHIELD and trust me it will NOT be favorable. I am not sure if writing this letter to the corporate office will make a difference. I have to inform you that your Vision Statement is not being represented AT ALL! I will also forward this same message to the local news investigative reporter in the Dallas/Fort Worth area.
AHS = American Home Shield —A Horrible Scam —
YOU DON’T EVEN LET PEOPLE CONTACT YOU BY EMAIL, FAX OR ANYTHING TO DISCUSS CONCERNS. YOUR CUSTOMER SERVICE WILL NOT ADDRESS THEM.
This isn’t really news, but another (somewhat wordy) story about why you should put money in your savings account rather than towards an annual contract with this company. We live in Texas, where it’s common to have two A/C units for two story homes. Our second unit, for the upstairs where we have three bedrooms, went out on a Saturday, September 7th. A call was put into AHS for a urgent service since the unit was out. Since we have two units, it wasn’t considered an emergency by AHS, but it was 90+ degrees in rooms where we sleep. But, they did book a company, company #1. When I called the company, the dispatcher (or person who takes weekend calls) was “rude” to put it mildly. She had absolutely no desire to help us. Another call was made to AHS and company #2 was assigned. Meanwhile, thinking the lines could be frozen, we turned off the air and left it off for 12+ hours. On Sunday it came back on, but we were obviously concerned. Monday, we finally heard from company #2 and got a “technician” to come on Monday afternoon. The technician happened to be the owner of his company.
The owner walked around with his flashlight and said the unit coolant was full. Noticed there was no filter and mentioned something like “I hope the coil isn’t dirty”. Didn’t check or offer to check. Went into the attic and saw damage to the duct work (original to the home built in 1989) and mentioned it would be about $700 and that American Home Shield didn’t cover duct work. He proceeded to tell my son how he could fix it himself by purchasing materials from Lowe’s. He returned to his truck and came out with a statement for his “visit” (where he did nothing). Didn’t replace the filter, nothing. Said “I don’t carry that stuff on me”. Essentially acted like he couldn’t be bothered – or, cared !!!! I called AHS, and complained, explained the situation again, and was assured that my policy covered the duct work if it was in need of repair. The Air conditioning unit went out again the next day (Tuesday). Called AHS, again, after no follow-up and requested a different company after our poor experience with company #2. Company #3 came Wednesday and said the machine had significant issues, was low /leaking coolant, coil issues and agreed with company #2 about the duct work needed. Instead of working on anything, company #3 handed us another piece of paper and said they had to wait for approval. I called company #3 as to why they did not fix the unit. They commented that the team that came to the house was only the “diagnosis” team and a report had to filed with AHS. Explained to them that the unit is not working. In reply, they commented that they (company#3) has 24 hours to submit the report to AHS. Called AHS again and they simply stated that they have to wait for the diagnosis from company #3 – that they have not received as yet.
Meanwhile, as of Thursday, we still had no A/C. My wife called company #3 and they stated that the diagnosis is only sent twice a day – 12:00 noon and 6:00 pm – the report will be sent to AHS at 6:00 PM. Made multiple calls to company #3, to AHS, who continuously passed the buck blaming the other for lack of paperwork/approval. Since we had spent several nights at a hotel, we decided to call a different company not associated with AHS to get the unit back on so we could come home. He (company #4) came that evening after normal hours, he stated how he doesn’t even bother with taking calls/business related to AHS. Company #4 got the machine running by adding coolant and TURNING ON A SWITCH THAT THE PREVIOUS AHS ASSIGNED COMPANY TURNED OFF ! company #4 told us the coil/condenser was fine, and not ruined. We discussed the duct work, and agreed for the need for repairs . He told us that a professional was needed that it was not an easy job with the duct work. Paid company #4 out of pocket for the repairs he completed, assuming that we could still get the duct work done through AHS.
Called AHS again on Friday to check on the status of the diagnostic report from company #3. Mentioned to AHS that we had an independent company come in and was able to get the unit running. AHS told me that they still had not received the diagnostic report from company #3. Called company #3 and, after being on hold for several minutes, stated that they have to call me back – never did. Called company #3 again later in the day – and they said that they would call AHS and call me back IMMEDIATELY – absolutely nothing. Called AHS again and they stated that they have up to 48 hours (Monday afternoon) to review the diagnosis and give an opinion.
Called the following Monday (1 week since co. #1) to check on the status of the duct work order approval from company #3. AHS first stated they had not received the paperwork. Co. #3 told us that AHS was wrong, and that they would contact AHS to straighten things out. Next thing we know, AHS says that the work order is denied because of a dirty condenser. Since we had company #4 come out, we knew that was false. Further, AHS told me that the duct work repair is DENIED as well because of “manufacturer defect” for duct work. Duct work that was put in in 1989, so 30 years old! I asked for an explanation how they could say that !!AHS stated they would call me back – nothing.
Called AHS again and requested to have the detailed diagnosis report sent to me and they stated that they will have company #4 (or them – not sure at this point who is doing well) email the report. IT IS NOW THURSDAY, SEPTEMBER 19TH and HAVE RECEIVED NO CALLS, FOLLOW-UP OR ANYTHING.
At this point, it is abundantly clear to me (and us) that AHS was playing the game of “say whatever we need to deny the claim, but keep their annual premium”. I requested an escalation of my call since it was clear that limits needed to be set with someone who had authority, and I was told that they were “too busy”. I told them that if they were too busy to deal with a loyal customer that I would cancel my contract with them, and take my complaints to social media. I got put on hold again. Then we were notified that they were sending another company for an opinion. My family talked with company #5 who scheduled a visit and stated they did not handle duct work. Unsure of what the company was actually coming to the house to do, we agreed to the visit. 5th company came (two guys) who went up into the attic for less than a minute, looked at the thermostat, ran outside, and came back in and said the machine was fine and the duct work was fine. They stated that they had been sent for a “second opinion” but that it was not specified to them what the opinion was even on. We tried to explain to them our series of technicians (now 3/4) who disagreed. He seemed to listen for some time and then said “Ok, my partner is in the truck on the phone with AHS, I’ll go check in and be right back. We went outside less than a minute after and they were gone. This couldn’t be funnier if it wasn’t in real life! Of course, AHS used company #5 (who said they did not do duct work) as the source for an “expert” second opinion to cancel out the other technicians who said there were significant issues.
We really have no idea how long the duct work has needed to be repaired and or replaced. We’ve had different companies sent by AHS over the years to look at the HVAC system since the upstairs circulation has seemed off for some time and no one has addressed anything. We’re at the point where continuing to try to work with AHS is insanity. Words like “unprofessional”, “dishonest”, and “shady” don’t even begin to describe our experience with American Home Shield. Invest your time and money into finding reliable, local, businesses for home repairs, not this garbage.
M. Dave Malenfant
Customer
I have attempted to contact the Office of the President to lodge a complaint on 4 different occasions today regarding the contractor sent to me for my air conditioner and also the customer service people I spoke too. I ask to speak to someone that could speak English as there 1st language and was never connected to one, even when I ask for a supervisor I was speaking this a foreign speaking person who was difficult to understand. Only when I spoke with a security office at the corporate office was I able to speak to a true English speaking person. However I still was unable to get a phone number of the Office of the President so I could lodge a complaint. I find it very strange that it is so difficult to obtain that office number. Every other corporation that I know of, has that number available to the public..I hope some actually read this comment and I receive a call back or an e-mail on who I can speak to. NOT GOOD CUSTOMER SERVICE !
Please BEWARE!!!!!! Two days after moving in, I called a sales rep one day and she was on her way to take real estate agents to lunch! I told her of the issues we have, along with no cellular service or internet here either. Two days later I called leaving her a message, calling to file/report a work order.
Their contractors have a radius of 50 miles from wherever. We were outside that radius and were told they would get an outside contractor to come out. Next I get a call from one of their contractors, asking of all the issues we have and to send pics of all them.
Then I asked, so when can you guy’s make it here? She replied, I can’t say. We will need to work you in our schedule. So I asked? What, one, two weeks or a month? She again replied, I can’t say because we don’t have a clue when we will be able to make it out there.
The a Friday I called to ask why an outside contractor didn’t call me as I was told that’s what American Home Shield would have to do! The lady said someone would contact me today or by tomorrow (Saturday) at the latest. Well that didn’t happen either.
So I called American Home Shield office and told them, since you guys were going to hire outside contractors then that’s what I am going to do myself…….and hung up! Now the sales lady texts me and asks me to give AHS resolution team a try.
I said too late, a plumber will be here Friday or before. Then she says I need to let the resolution team help me and to give me permission to use an outside contractor? Isn’t that what they were going/needing to do ANYWAY???? OMG! This is a story of SALE, SALE, SALE, and SALE more contracts that they can’t handle what they have!!!!! BS!!!!
We’ve been without hot water in the master bathroom shower, sink if VERY slow draining, the guest shower has NO pressure, hot water heater has a leak from the hot side outlet, and water seems to accumulate underneath the kitchen sink! We moved in 8/17/2019, time has run out for AHS!!!
Les
My son purchased a home and the realtor purchased an AHS policy for him. Part of the policy was the re-keying of up to 6 locks with 4 keys per lock. The “locksmith” showed up and re-keyed 1 lock and left 2 keys not 4. He told my son that AHS doesn’t pay him enough to do 2 of the locks and that he couldn’t do the other 2. Apparently he was not equipped to do the job he was sent to do. He complained that AHS didn’t tell him that there were 6 locks to be re-keyed. He wanted additional monies from AHS to do the entire job. My son called AHS customer service and was read a script with the AHS person unable or unwilling to understand the issue. This company is NOT recommended by me.
Seems this company is going down hill real fast. I had a problem with my pool pump and they sent a contractor from 1 and a half hours away. He came and returned and replaced my pool pump. I paid the first $100. and was told I would have to pay $200. more to the repair company for plumbing work. The service man did a bad job and caused a leak in my plumbing. I called the service company back and told them of the problem. The service man called me and told me I would have to place another service call and pay another $100. as it is a long distance drive for him. He was not professional, saying things like, you are a smart women you can fix it yourself… I notified AHS and they said they would have them come back out. I told them I did not want the same service man as he was very nasty to me. Later my pool filter was not working right so I put in another claim and included the plumbing leak. That took almost two weeks to be contacted for an appointment. More about that but I don’t want to write a book. The only local service man to me came out and did the list of repairs and up loaded it to AHS. After a week and a half I did not hear back I called the service man and he said he did not get any answers from AHS and told me to call AHS to see what the problem was. Well they said they never received the upload with the repair list and the contractor would have to call in. I have called both AHS and the contractor numerous times over 7 weeks and now I have many snakes coming and eating pollywogs and baby frogs out of my pool because I was told not to put any more chemicals in my pool as the repair required draining the pool. I can not let me dog outside to use the bathroom because of all the snakes. My son has a broken leg and was supposed to do his physical therapy in the pool. And also we have lost the use of my pool during the summer months. We are not happy at all. Yesterday the service man showed up at my house saying he had to take more pictures and that he would not leave until he got AHS on the phone to authorize the work. Well he told me that they want to investigate the claim and will call me. They never called. I called AHS again today only to be told they are sending another service man out to do the estimate. I am looking at another 2 weeks. When you call you can not speak to a supervisor. Most of the time you get people from another country that can not make decisions and put you off. This company is making me physically sick from all the stress.
You are the worst Company ever……
I have called multiple times with issues and placed a complaint and have not received a phone call back. Pretty sure this is not going to get answered either.
It is impossible to get a straight answer out of customer service. They don’t even seem to be looking at the same information that I have access to as the customer. I have currently been on the phone for more than 45 minutes and have yet to speak to the manager I asked to speak to when the call started. I would love for someone to reach out directly via email and explain whether the company lied to me or to the contractor when they told us different stories about repair parts. Your customer service told me 3 different stories (so far) and they don’t match up.
I had a service tech come to my home on August 26 to work on my washer and dryer he came in and let me know that he had not worked on a dryer like mines but had worked on the washer which I told them not to send out anybody that wasn’t certified to work on my machines because I had this problem before and had to call corporate I have explained to customer service that I know longer even trust this company and don’t want them back in my home I’m the owner of a salon and need my washer and dryer there I have spoken to 4 rep who out of the 4 one has called me back I need for corporate to step in on this matter
Mr. Rexford Tibbens, My name is Debbie Talamantez my contract number is 242291002. I am beside myself with the service your company has provided for almost 2 months we have been without an A/C. We live in Laredo, TX the average heat is over 108 degrees. My house never gets below 84 and that is with 5 fans and two window units we had to purchase due to your company being unable to send the correct working compressor (a rebuilt one). Your company sent a contractor that had to know immediately it was bad, but continued to try more Freon when they would show up. Everyday o we will be there tomorrow in the morning everyday and not show up. When the contractor put it in he new it was not working right it was making a hissing noise. We paid $65.00 for a third party to evaluate it. They said the compressor should have never been put in and another one should have been ordered. Now after 1 month and 3 weeks another one has been ordered. Only to find out it took your company 4 days after the contractor placed the work order to place the order for the compressor. (I hope this is a new one and not another defective one). I have now read reviews from other people where they feel your company is probably doing this in order for us to give up and do it ourselves to save you money, it almost borderlines on fraud and deceptive trade practices. It would also be nice to speak to a customer service rep that you can understand. I also called you and left you a message, I am sure I will never hear from you. If you truly care about your customer please get this taken care of and set up new procedures with your company so your other customers do not have to have this happen to them and get the great service you promote.
Did you get any response?
Dear Sir,
Your company sent a heating and air conditioner technician to my home three weeks ago who diagnosed that my air conditioners compressor needs replacement. I have called the phone number on my contract 6 times now and continue to get the run around. I have been repeatedly told someone would get back to me in 24 to 48 hours this never happens. My contract # is 260938522. It has been over 100 degrees frequently during this period. My realtor, who has been a realtor for over 30 years and is one of the top producers in her area recommended your company. My displeasure will have weight with her as I use to work for her. I do not feel at this point that my expectation of having a service appointment set up no later than close of business tomorrow 8/16/19 is unreasonable. Victor Herrera/Roxanne Luce
I also am waiting on someone to contact me back within that same 24 hr period and that has been since 8/26/19. The rep now tells me he doesn’t show a record of me calling on Monday 8/26/2019. They came out on 8/23/2019. I just don’t understand!!!!
Dear Sir,
I am writing to inform you of the POOR service that my family and I have been receiving from your company for the last month and a half. We have had a warranty with American Home Shield for a little over a year now and have had no complaints up until last month when our A C unit went down. Your contracted company out of OKC sent someone 3 days latter to fix it. Well as of today we have been without A C more than we have had it since it’s initial brake down. The service company has taken longer and longer each time to call on us and last night was the final straw. After coming out and replacing the heat condenser the Tech swore to us it was fixed, but of course it broke again 4 hours later and we slept in a HOT house again. This was the 3rd time they had been out to fix this unit. Now, this morning, I call and your people tell me they cannot have anyone here until Monday. Unacceptable. I called back and asked to speak to a supervisor, after spending 48 minutes on hold she finally gets on the call to tell me she has okayed another company to come out and repair our unit and I should be hearing from them shortly. (have not heard from anyone as of yet and it is now noon) I am letting you know of these problems so hopefully they can be fixed within your organization. You must also realize that I am a 100% Disabled Marine Veteran with lung and breathing issue comping me at the 100% level. It is actually life threatening for me to be going without A C the way that I have been. Please help me in getting this issue resolved and hopefully resolved today.
Thank you and my contact info is as follows:
Rick Garrett
account #: 242917692
When I signed up for AHS based on your commercials I thought you were an upstanding company and that you really cared about your customers/clients and would respond in a timely manner. However, that has not been the case. Everyone I’ve had the pleasure of speaking with is from another country. therefore they don’t have the complete records they are limited and they all have say the same thing. They ask if they can place me on hold 15 to 30 min later hang-up. I’ve been told that the manager is assisting other callers and would call me right back (never receive the call)
I’ve been trying to get your company to service my air conditioner unit since May 03, 2019.I’ve received every excuse in book Today August 13, 2019, my house is extremely and unbearably hot. I’ve expressed to your customer service that I’m asthmatic and have other health issues that are aggravated made I have a I’m asking your help in getting my central air fixed.
In addition, I had to have a window unit placed in my kitchen window which created a secondary problem the water from that unit ran in under the back of my sink I now need a new sink. Please help me.
This company BestWay HVAC has over 12 complaints file against them with better Business Bureau. There is one dated 07-15-2019 filed by one of your clients complaining about their shoddy work.
I have been trying for days to get a simple electrical problem looked at. Have called over a dozen times to check on the status of my WO and have to deal with the call center located in the Philippines. The people answering the phones do not/not understand English. The act like robots and just keep repeating from what they have on a script. The cannot and do not understand or speak English. I lived in the Philippines for three years and I can somewhat understand what they are saying. I pity the poor customers who can’t understand a word they are saying.
I have been a customer of AHS for years but will either cancel my current agreement or nor renew again. Horrible, horrible service. AHS should be ashamed of how they tout their company.
My sentiments exactly!!
Terrible Company – So similar to below. First problem with AC 6/26/19, 4 service numbers, lost count of calls, and still no AC. Vendor is poor and now says it is something they won’t fix, AHS, call and call, get same run around – need to check with vendor. Never get a call back. Now 8/7/19 and no resolution in site. No point in having this insurance. Last number 547041382.
Sorry to hear. They stated they are calling the vendor that came out to get information they should have had and sent already. I asked the now rep who I am on the phone with 3 times to speak with a supervisor.
Terrible company – DO NOT DO BUSINESS WITH AHS! I have been getting the runaround since 04/26/19 on a water heater issue which includes an issue with the gas line (deemed hazardous by PG&E). I’ve called AHS so many times and they will not escalate my call, they will only claim to send an email to a supervisor and give a 24-48 hour turnaround for a return call. The supervisor does not call back and the customer service department refuses to allow you to wait on the line for the next available supervisor. In addition, they keep repeating the same response to you over and over like a robot, that there is nothing they can do so you have to wait to hear back from the supervisor. I asked how I can escalate my issue when a supervisor fails to return my call or take action on my service request, and was informed that I can go online and google the corporate office. The customer service rep claims to have to email address/phone number for supervisor or corporate. I have a hazardous situation and have had to call PG&E out to cap off the gasline to keep my family from inhaling too much CO2 or from a possible explosion of my water heater. I’m so frustrated with AHS and have also been a long term customer. In addition, the companies that they contract with do less than quality work. I’ve had an issue with my A/C, refrigerator, stove, and now the water heater issue (hence the need for a home warranty), and the quality of work performed was to the level of having to be revisited over and over again. By the way, they installed a replacement cooktop on my stove that wasn’t even color matched to my stove/oven.
If AHS does not address this problem immediately, my next steps will be to hire a lawyer and cancel my policy.
#239813762
Im sorry. I was wondering myself was legal representation a good route
We have had your service for over 14years. We live in Arizona and have been trying to get our air conditioner fixed for over a month now. It’s been over 110 degrees here and we have a pet who is in the house all day! We call every day – you have pointed fingers at the service provider but the truth is – you don’t want to spend the money to fix or replace our unit that has been well serviced. When we finally get through to someone, we have to start all over again with the story. And if they speak English clearly and understand us- they give us the same story. We have gotten the run around. In the meantime, our 2nd a/c unit is now over loaded. We are praying that is doesn’t start having issues.
I have been a customer of AHS for years, this past year has been the worst in customer service. They don’t care about customer service and getting repairs done! They obviously don’t listen to what you are saying and just repeat over and over the same thing like they are robots. Their service contractors are the worst, the one they sent out to broke my garage door opener and left. when I requested him to come back and fix what he did, he refused and he has refused when AHD has called him as well. So instead of getting a new contractor, AHS continues to try and get him to come out and fix what he did. It’s been 2 weeks!! I guess I am going to have to hire my own contractor. It’s obvious AHS only wants to collect your money and doesn’t want to help the customer who’s money you are taking. I am so disappointed in AHS, I used to think they were a great.
Do Not Purchase any policies from American Home Shield, because they do not HONOR their contracts. I am experiencing the worst problem with AHS fixing Cloth Dryer/Washer/Rang covered in my policy. Every customer service number I called routed me to the Philippines and they are the worst customer service, refused to transfer the call to their supervisor. Never update the notes in your account. Some of them even refused to give their Employee ID# and said “there are not allowed”. Contractors under AHS also the worst contractors ever. They charge you deductible a head of time but don’t provide service. You have to call them dozen times but result ZERO. Its a night mare dealing with AHS.
ha, I asked the gentleman 3 times to transfer to his supervisor and they didn’t update notes on me either. each time I have used them for ac the vendors are horrible. I have requested some not return
AHS has helped me maintain my home for the past 12 years. The overall quality of the service is excellent, the only drawback is the customer service center. Not all reps have the proper information and are unhelpful.
I’ve had and am having a bad experience with this company as well. All of us should get together and put a lawsuit against this company. If anyone is interested, please email me at djsmooth601@yahoo.com.
Do Not Purchase any policies from American Home Shield, because they do not HONOR their contracts. I am experiencing the worst problem with AHS replacing the hot water heater covered in my policy. Every customer service number I called routed me to the Philippines. My water heater exploded in my garage 6 weeks ago and I am still waiting for American Home Shield to install the new water heater they stated was purchased. Now my policy is expired 6/29/19 and I am still waiting for a technician to come and install a tank. Last week on 6/26/19, I was told by American Home Shield that I did not have any out of pocket expenses. This week, 7/1/19, I called American Home Shields’ contractor, Polar Plumbing – Jacksonville, FL, for my appointment and they told me I had to verbally agree to pay them $300 out of pocket for them in order to install the tank. I asked Polar Plumbing to email an itemized list of charges that were not covered by AHS. I’m still waiting for their email. American Home Shield had no problems taking my money, but refuses to abide by the contract. The escalation supervisor, Anne, in the Philippines refused to call the authorization team at AHS to assist me with my issue. I’ve spoken to others representatives in the Philippines but still no resolution.
Sadly, I too had to replace a hot water heater. While AHS said the heater was covered I wound up paying $1,700 plus the $106 Service Charge for “bringing the piping etc. “up to code” and numerous other add-ons. As a novice with plumbing, I had to trust the vendor with the charges. The good news is that I love this contractor and will use him for any further plumbing issues I have. He just replaced two toilets for me and I am extremely pleased. I have already recommended him and his company to others. While AHS has sent me some pretty terrible vendors in the past, this one is a keeper. Unfortunately, its a real crap shoot as to who you get to do repairs/replacements. AHS should vet its vendors better before putting our costly appliances/systems in the hands of folks who might damage them more and leave us in a worse situation. Currently, I am covered for my washing machine with my AHS contract but after receiving a really bad vendor dispatch, I had to cancel it because when I checked reviews they were horrendous. My machine is only 6 years old with low to moderate use and I don’t want someone ruining it. I have chosen to just go to my Neighborhood call board to check on word of mouth recommendations for a skilled and reputable company.
Your service is awful. Whenever I have called in the past, I wait at least 45 minutes. On the bright side when I called today, I got through with in 5 minutes BUT I have been on the line for over thirty minutes waiting for your representative to explain why I have a late notice when my payment has posted to my bank account. You do, however, manage to get late notices and renewals in the mail with no issue. I wish I could issue you a late notice for the time it takes to answer phone calls and to respond to simple questions or perhaps I should get a discount for that??? The problem is if I don’t say on the call you will continue to send me late notices. Simply awful and this should be an embarrassment for such a large organization that collects so many payments with so little pay outs (at least that’s my personal experience). The CEO or who ever is in charge should go because this is not a new issue with this company, it’s been an issue for a long time and it does not appear to be getting better. After 20 years with this company, if I had another local option, I would take my business elsewhere. PROFITS over SERVICE!!!! When does this end???
We have been with AHS for over 10 years with 3 different houses and have NEVER had any issues until yesterday. Our washer went out and we were told it was the control board, technician said they discontinued the control panel years ago(which we already knew because we did research before calling to see if it would be cheaper to fix ourselves) He said if he was unable to find the part AHS would most likely authorize a new machine since there was no replacement part. Nope, AHS told them to remove the panel and MAIL it out of state to have it rebuilt and we would have it back min of 2 weeks. We have 5 kids, 2yr old twins who have had diarrhea for 2 days, a husband who has to have clean uniforms ready to go at a moment’s notice and I am a full time student who can’t go sit at a laundry mat all day wasting money (and won’t go to the laundry mat because they are in a bad part of town that is not safe). There is a definite language barrier when talking to customer service and it used to not be like this, they do not seem to understand what I am saying and I have to repeat myself several times. When asked if I could speak to someone in the US because of the language barrier I was told that is not possible. We will be looking at other companies if this isn’t resolved for this house and the one we just purchased that we were getting ready to set up a contract for. Was told it could be expedited and the company would have it back by July 10, that’s 13 days from now. We have already been without a washer for 1 week, we can not go another 2 weeks and there’s still a chance this place will not be able to rebuild the panel. Representative said he emailed the parts team to help locate a part, I again told him there are no parts, it’s been discontinued and was told to wait another 24 hours. Very unhappy and regret recommending AHS to other military spouses who ask about home warranty companies, and will now warn them to stay away.
I have been put through hell for the last month and lied to. I want someone to contact me today please to discuss a resolution.
I call a 888 682-1043 number for customer and requested service for rental unit in Sherman oaks CA. I ask them to call my Tenant provide name and phone number.
To do this I have call them twice (from Costa Rica) and today I have to call the again bouse customer has not provide the right information the A/C and Plumbing have the wrong contact person & phone number
and is not the first time verry mad customer
I
This company used to have pretty good service but it has deteriorated considerably in the last few years. They now have customer service that can’t speak English, no one can actually answer any questions, they don’t call to discuss replacement options, they send crappy, unreliable technicians, and it’s impossible to get estimates on time or answers to why they decided to do what they do (or don’t do). Once I have managed to close out my current, very frustrating service issue, I will be cancelling service and moving my custom to another company.
Hi,
Same here customer is “TEREIBLE”
Hello,
I am very dissatisfied with AHS they are so unprofessional. My Ac unit is not working and they have sent out 3 different contractors. Its a health hazard my elderly mother and child with allergy problems are suffering. The contractors are unprofessionally and do no know what they are doing. They don’t answer their phones when you call not even for AHS employees. The company Air Design has been out twice in one month and I still have no AC. They were out on 5/6 and put in 3 pounds of Freon and the unit was off again 2 weeks later. The contractor took over a week to come out on 5/31/19 and today 6/4/19 no air again. I asked for a new contactor which Eagle Heating and air and when I called their voicemail is full. I called back to AHS twice and was informed that I would be receiving a call today from the contractor. I have no received a call and again we are without AC. When you call the customer service workers barely understand what you are saying. I have to wait a long time to speak to a manager which never came on the phone. I pay them every month but being without AC is not considered an emergency. There are no after hour companies to services my unit. I need a real contractor to come asses the problem and fix it properly. AHS is taking my money but I am still without any air. My mother is elderly and I have a child with breathing problems. Last week it was over 95 in Georgia and we has no air. I had to stay at someone else’s home. I need help ASAP. Every time I call I get someone new and I have to start over again.
Worst Customer Service. American Home Shield sent out a contract April 2019 to have my dishwasher repaired and it is 5/28/2019 and still no working dishwasher. I have called every week for the past month and half and get the same story: we understand how you feel about your situation but let me assure you we will get it resolved. The contractor that AHS sent out can never be contacted by me or the AHS, its always we left a message on their phone or emailed them a message. Well, I paid the service fee and still no working dishwasher. Everytime I contact AHS, I request to be transferred to AHS contract relations and am told that there is no internal number that I can be given. So this last time, I called and requested AHS corportate number in the US and the REP was dumbfounded. His script: Sorry but I understand what you are going thru and I will add your concern to your records and someone will call you. That will never happen like I explained to him, that I’m still waiting for 3 calls that I was promised I would get in the last 6 weeks. So, I asked to talk to his supervisor and he wanted to know why I needed to talk to his supervisor, well at the moment I was MAD, I told him, I am allowed to talk to a supervisor, correct? The line went silent and I thought he had hung up on me, but he was just stalling. I asked again and he said that he had to put me on hold 10 min later(I’m not kidding) he comes back and tells me his supervisor is in a meeting and will have to call me back(never gonna happen). I wish I could talk to someone in AHS rep that is not outsourced. AHS gladly takes your money but stops caring about their customers.
This company (Service Contractor Plumbing) was chosen by my home warranty company (American Home Shield Warranty) and an appointment was scheduled for them to visit my residence on 05/10/2019, to repair pipes leaks in both bathrooms. I requested that they call me 15-30 minutes prior to arriving at my residence, so I could notified my mother of the technician name and arrival time. I call my mother informed her that Cody the technician would be arriving within 30 minutes to fix the pipes leaking in the bathrooms. Soon afterwards, I received a phone call from my mother stating there were two men at the residence displaying strange/out of the ordinary behaviors. My mother states one of the two men requested to enter my residence to fix a water heater, which was different then the work order request. She asked the technician for his name and he didn’t respond, and just stood at the door with a clipboard in his hand without any tools. So she requested that he show his work identification before entering the residence, and he stated he didn’t have too. My mother states the second technician stood quietly a little farther away and never responded. Therefore, my mother informed them that she would not allow them to enter the residence, since they were unable to provide some form of work identification or their names. My mother stated the technician closer to the door became very irritated and angry, and yelled “fix your own water heater” and storm off the porch. The two technicians got into unmark/unidentifiable vehicle that had no company logo or name displaying.
I contacted Service Contractor Plumbing and spoke with Savannah and she states the service request was closed due to my mother refusing to allow the technicians to enter the residence. I relayed the information that was provide from my mother to Savannah and requested that she send a different technician to my residence, and informed her I wound be presence at this future schedule appointment. Savannah states the service request was immediately closed and the monies would not be reimbursed, and I will have to pay again to have another technician come to my residence.
I contacted American Home Shield and spoke with a representative Angela and explained the situation that occurred between my mother and the technician at my residence. She informed me that the service request was closed immediately and could not be transferred to new plumbing contractor company. I explained to the representative that no services were rendered and Service Contractor Plumbing technicians attempted to fix my water heater, and there was nothing wrong with my water heater. American Home Shield representative states that Service Contractor technicians showed up at my residence to fix an issues and that is considered as services being rendered. The representative states she will forward this complaint to the review/investigation board and someone will follow up with me. Therefore, I would have to pay $75.00 dollars again to have another plumbing company come out to fix my leaking pipes.
In the same token, my sister contacted American Home Shield and spoke with a representative that stated someone will contact her within 4 hours with an outcome. My sister never received a return phone call from a representative from American Home Shield, which shows that customers concerns and complaints are meaningless and not important ttheir organization.
In conclusion, Service Contractor Plumbing closed the service request immediately, so they would not lose the service fee monies that were paid to them from American Home Shield. I am very disappointed in American Home Shield because they allowed a non-BBB accredited company with poor reviews, customer services, and demeanors to received monies for not fulfilling a service request. I am now very weary of money being taking out of my bank account by American Home Shield prior to me scheduling appointment or services being rendered. I have been long term customer with American Home Shield over ten years; however, in past two years the quality of services has been terrible and unacceptable, as well as the contractor companies that have been send to my residence to complete service requests.
your service is awful. I have been trying to cancel my contract for two weeks and every time I call they still say the contract is still open. I am about to contact my attorney if this isn’t resolved soon!
I had an American Shield service man came out to repair my forced hot air unit and was told it had to be replaced and would put in an order to replace it. American Home Shield notified me that my claim was denied and when I questioned their decision I was informed that they would replace the unit but that I would have $1450.00 in refitting expenses I check with several heating and air companies and was informed that the average cost of refitting was around $200.00 dollars and installation of a new unit with refitting was around $500 to $600.00. I asked American Home shield if they could give me the unit and have it installed myself, they said they could not do that but would give me $450 to buy the unit elsewhere. I check with the Home Depot and the cheapest inexpensive unit that I could buy from them was around $1000.00 plus tax. and that is without installation.When I told that to American Home shield they informed me that they could not pay more than what they paid wholesale. They would not give me the unit directly. This is a total scam as they know they pay more than $450 for the unit and want me to pay $1450 enough to cover their expense of purchasing the unit and enough for them to cover installation expenses. My next step is to notify the Better Business Bureau , I have already contacted the AARP fraud complaints and also gave a write up to consumers Pissed . If I have to contact my congressman to put in a complaint on Elder Abuse and company rip offs I will do that also. American Home shield is a a terrible dishonest company and all you have to do is check them out on line to see the many, many people who were ripped off by them. Stay away from this company and you will save a lot of money and aggravation . The Better Business Bureau also does not recommend doing business with them.
Your customer service is the worst. Phone call wait time always 30 min. – 1 hour or more. I paid my deductible for a service call in OCTOBER. I have yet to have my issue repaired. I am filing a complaint with the Better Business Bureau and calling the NYS Consumer Affairs.
I am an American Home Shield policy holder. Your service is the worst I have ever dealt with. I have been on hold for 4 hours and 10 minutes! You obviously are on an extended vacation and your employee went with you! I called the corporate office and was put on hold just like trying to put in a service request. I wish some one from the corporate office would please call me. My policy number is 233363612. My phone number is on the policy. Call my phone number!
I am an American Home Shield customer. I have attempted to reach you by phone this morning 1/11/19 to discuss my renewal. I have been waiting on three different phone calls, one time 28 minutes, second time 35 minutes and the last time 26 minutes. After waiting 28 minutes, a person took my call and referred me to an agent to no avail. This is very frustrating and poor customer service. I wanted to know why my agreement increased for the renewal. I still have no response. I am not certain I want to renew due to service or lack of service I received today. Thank you, I hope you receive this message.
Please Someone,
I would really appreciate it Someone of Authority would kindly get back to me in regards to this on going situation. I have been a customer of American Home Shield for well over fifteen years;
Please respond, as soon as possible, This has been going on since September 19, 2018 and is still not resolved. PLEASE
I would hope that one of you would actually call me on the phone, and if it goes to voice mail, PLEASE leave a name and number, and I will return your call immediately.
Thanking you in advance.
Sincerely
Bonita Walker.
agreement #239086532
Everyone I was told we should call the Attorney General and voice our complaints. Glad to find out this info and be able to pass it on, let’s get busy.
Most definitely need to elevate this to the attorney general and look into potential breaches of contractual obligations. Class action lawsuit possible.
Have you already contacted them?