American Home Shield

My husband and I have had AHS for the past 4 years and the majority of our service calls have been about our air conditioning unit and now 4 years later and several trade service fees they have finally found the leak. We now have to pay $500 for the freon and because we are out of the recall period they will do nothing for us. I guess it's ok for their service providers to take over a month to fix our unit (which is half way through the recall period) but it's not ok for us to be out of the recall period. I will be canceling our contract the minute I can. They are a horrible company that places zero value on their customers.

I am a 79 yr old woman with asthma. My heat has been out for a week now. We sit with 59 degrees and all I get is some kind of excuses. This company is incompetent and offers excuses as opposed to service. I will never deal with them again. They want additional service fees for sending another repair company. Their operators are like robots not people. BAD COMPANY!

My refrigerator stopped working and I called American home shield. The first company they sent the repair referral to said that it will be a week before they could make repairs. I Called American home shield again, and the 2nd company they referred said that they could come out to make repairs on Friday, and my refrigerator broke down on Monday. I was told that I could call someone on my own to fix my refrigerator, but the charges will not be reimbursed. Another representative told me that refrigerator repairs were not expediated. I called a repair person on my own, and they came out to fix my refrigerator the next day, and I had to pay them 210 dollars. I don't think this is the company to call for emergency services. I'm currently looking for another warranty company.

Refrigerator repairs requested on April 24, 2016. Refrigerator issue has not been resolved after many service and phone calls.
Refrigerator called in on April 24, 2016.April 26 2016 technician shows up gets $75.00 from me only to say we don't work on [redacted] there is nothing I can do for you. So we call AHS and they say ok we will send out another tech. Repair was diagnosed on April 29, 2016. The part requested were not ordered by AHS they were order by service tech. Part order were not in compliance with the appliance. Service tech sent part back and reorder suppose the correct part. Well 3 weeks later the part comes in and again it is not in compliance with appliance. The tech makes some phone calls trying to locate the correct part to no avail. We contact AHS with the Service Tech and we are told now after 2 month AHS will locate the part need for our refrigerator which is going to take another 3-4 weeks. While waiting to hear from AHS we called to find out a status on locating the part. We are told that they have authorize us to purchase a Dorm size refrigerator for my family of 4 and they still have not found the part. Every time I call AHS I am told that a different department will handle the issue and to wait 48 hours. If I don't call back, no one calls me. The refrigerator cannot be fixed apparently. I feel that AHS has not consideration for my family and our needs they gladly take my payment every month but refuse to address my claim in a timely manner or with the promise that is their claim of fix it or replace it!!! The contract states that I should get a new one equivalent to what I have. To this date 7/07/2016 we still have no refrigerator steaming mad in Oklahoma!!

WARNING TO AHS CLIENTS AND POTENTIAL CLIENTS!!!!
I have been a loyal customer of American Home Shield for 3 years. During that time I occasionally needed minor repairs and AHS performed satisfactorily. Their billing department was always somewhat unreliable but I didn't want to change to another company so I endured their lack of organization.
HOWEVER, my insurance needs changed a few months ago and I no longer required the services of AHS. I called AHS on 4/14/2015 and placed the request to cancel my policy effective 4/26/15. I was assured by their representative "Zeek" that the contract would be cancelled and I would no longer be billed, and he said someone would follow up with me.
HERE ARE THE RESULTS TO DATE:
1.) AHS has continued to bill me via my credit card they have on file.
2.) No one from AHS ever followed up with me.
3.) I called them on 2 occasions to try to speak with someone but was put on hold for more than 45 minutes each time. I finally hung up both times.

I discovered that if I saved my annual payment (about $550 annually) in a special account for repairs, I could call quality contractors on my on, and not have to pay AHS for their shoddy selection of servicemen.

The deductible seems to be actually more than the work that was ever performed.
I've been with them for 9yrs and am tired of the "bandaid" policy.

Today, I am quitting the AHS game of waiting at length for contractor to call me. Its been more than 72hrs and my a/c died. It dies about every year or so. I am tired of the freon fleecing.

If I get a call, it will be too late because I've moved on to reputable contractor to upgrade my system. I'm out.

I am thoroughly annoyed with AHS customer service; holding for 20 minutes or more to speak with a rude customer service representative is acceptable. I called three days in a row 6/20, 6/21, & 6/22. My wait time was more than 20 minutes. Secondly, I made a payment of $100.00 for services rendered by a AHS vendor on 6/20 and it was immediately taken out of my bank account. As of today 6/22 AHS has failed to process the payment in their system. As a result, I am unable to request service at any of my three properties.

I tried explaining to the customer service rep that my payment was processed and funds were deducted from my account. I also received an email from AHS stating the the payment had been processed and had a confirmation number. The customer service rep hung up on me.

Today I have called AHS three times! The first time the customer service rep hung up on me. The second time some one answered the line but would not speak. So this is my third time calling and I have been on hold for 11 minutes thus far.

Clearly AHS does not value my business! My cancellation

American Home Shield does not honor it's contract and thier customer service is horrendous. I had serval claims with them. 1 month after I filed a claim, my contractor still had not been by my house to address my issue. They refused to contact another contractor. They only use small, not necessarily local contractors. My contractor left a live cut wire in my well (WATER sump) I called AHS to complain, because I know this is NOT up to code. Thier respnse: they would send the same contractor out to screw a nut on the wire. (WHICH DOES NOT MAKE IT WATERPROOF) Wasn't worth the fight. I hired my own contractor.
AHS does not care if the work was performed well or even about following up on the job. Very disappointed & I can not understand why this company is rated so high.

AHS is horrible! To get a customer service rep, the wait time will typically run from 30-45+ minutes to speak with a live person. For a service company, this wait is unacceptable! Then, the AHS "system" assigns contractors and once assigned, they will NOT change contractors for any reason. We were assigned a provider who is KNOWN for TERRIBLE service in our area. (They changed their name due to their bad reputation!) When we asked for a different assignment (before ever being contact by the 1st company) we were told AHS "policy" prohibits contractors changes for any reason - unless they don't show up. When escalated to Brian in Customer Service in TX, his response was, "well, you should give everyone a fair chance and not pay attention to online reviews because people lie." REALLY???? Multiple negative online reviews are lies? This is no lie - do NOT waste your money on AHS - they don't care about the service you receive - and they train their employees the to think the same!

I have been an AHS customer for the last 11 years but I left today.

AHS has always been slow and hard to get on the phone, but I just had an experience that left me no choice but to cancel my contracts (yes contracts) with them.

I had a water heater leak at a rental house that has been covered by AHS for 11 years. I submitted a service request on Monday, December 28th. They are supposed to have a service company call you within 24 hours , none did (which is fairly common with AHS contractors) so I called on Wednesday, Dec 30th. the contractor said that they would try to get to the house on the next day. They got to the house the next day as promised but said that it would be at least a week before they could install a new water heater. I called AHS to speed this up but they kept transferring me to different lines until I was told that they were shut for the day.

I had an irate tenant so I paid another contractor to replace the water heater. I then called AHS for some type of reimbursement, but they would not even consider it. I guess a week and a half is reasonable to AHS for someone to be without hot water.

I called a local contractor and he replaced it that very day.

Just remember that AHS is slow, contracts with only the cheapest contractors, and heaven forbid if you have to get hold of them on the phone. Their prices keep going up, their service fees keep going up, and their service and response times keep going down.

After 11 years, I am calling it quits. It is not worth the poor service or the heartache.

Their response time is poor, good luck if you have an issue with your furnace in cold weather. I've had several issues with contractors not showing up to do the repair or with poor workmanship. I don't think they vet the service companies they use at all. I researched one company that refused to come back and complete the job and found they had a very long history of doing shoddy work, no way they would be in business if it wasn't for companies like AHS keeping them in business. I've found that they often have a hard time finding anyone to work in my area and I live in a major suburb outside of Boston. When it comes to furnace issues, I don't even bother to call AHS because we'd freeze before they even sent someone..

This past month there were so many problems which I had to address that I did not answer your survey right away. I had to call for an AC And Heating sometime ago which was solved with your contractor inspecting / the unit and following through with the work he had suggested. .It was a costly job, but less than purchasing a new unit UnfortunatelyI do not have the contractor's name, but he worked for indoor and Outdoor Comfort. Perhaps you can look up his firm's name

It has been over 28 days without a refrigerator. AHS and their contractor claim the part they ordered is missing. Whenever I call to speak to someone at AHS, they tell me someone will get back to me. They never do. Nor do they give out a contact phone number to at least have one person to deal with. So, I start from scratch EVERY DAY. It's like groundhog day in the refrigerator repair world.

We bought a new house and requested a Home Warranty as a condition of purchase. American Home Shield is what we got. I'm 52 Years old and I've never run into a company as ineffective as AHS. We had a hot water heater go bad; it was spewing water out of the top of the unit, on 9 June 2015. We called AHS who sent a plumber out a few days later. He said he could do the job, but would need me to build him a walkway in the attic. I should note at this point that the Hot Water Heater in question has an access hole built into a closet which is right in front of where it sits in the attic.

I requested that they determine what my "Cash in Lieu" value would be and asked them to send out a 2nd plumber. They informed me that they could not do both at the same time. The 2nd plumber arrived a few days later and said it would be no problem to use the access point right in front of the unit. I thought "good" we're finally going to get our hot water heater fixed. I had to wait a day for them to get his report and I called AHS back. They had decided to go with the first plumber, and would take no action unless I built him a walkway from the access point he wanted to use.

After two and half weeks without a water heater, we called a reputable plumber who came out the same day and did the work the following day. I paid $2100.00 to have the hot water heater replaced. We still don't have anything from AHS, but they did estimate the total cost to purchase a Hot Water heater and install it was $700.00. They are sending me a check for that amount.

A couple things to note when using this company:

1) You must be willing to do without your appliances for at least a week under normal circumstances, and longer if issues arise.
2) You will always wait for 45 Minutes or more before talking to someone. When I say "always" this is the demonstrated call waits in the 10+ calls I've made to them. Some hold times were longer than one hour.
3) They do not care about your individual situation, nor will they pretend to do so.
4) You must be willing to have work done in your home by low rated local contractors. AHS does not use the top rated professionals in your local area. They use the people that you probably wouldn't call to perform work in your home. (For example, the first plumber offered a 30 day warranty on his work. The plumber that I called that did the work offers a 2 year warranty on labor and 6 on the unit).
5) Their internal processes are deliberately designed to slow things down. Nothing happens quickly with this company. I asked to speak to a supervisor and that immediately cancels any other action that you currently have open on your account. We had a "Cash in Lieu" determination in the works, which was immediately cancelled when I asked to speak to a supervisor. The supervisor had to "restart" the "Cash in Lieu" determination and I was put back in the queue. So, be wary of asking for a supervisor. Oh, and BTW, A supervisor will call you back in 24 Business Hours. (That's 3 days)

When buying a house you have a choice in Warranty companies. I would not recommend this one.

Requested service through American Home Shield in March of 2015, for an instant Hot Water Dispenser. A service Technician responded to my residence, diagnosed the issue and ultimately ordered a new replacement dispenser. It is now July 14, 2015.
I have made numerous attempts to call AHS and have been hung up on (disconnected) several times by AHS customer service, some of the calls were good, but have ultimately resulted in no action to this service call. The sub-contracted company, [redacted] (Citrus Heights, CA) has been unresponsive to my calls and inquiries regarding this issue and have left me waiting on several ocassions waiting for their arrival.

July 14,2015, AHS Customer Service Rep (Kathy) just advised that they would set me up with a new vendor, wave the service fee, and I should be contacted shortly by the new vendor.
Four months to get service from a Home Warranty Co is unacceptable. I will cancel my service with American Home Shield once this issue is resolved.

It's in the teens outside and freezing in my house. What do I do to get American Home Shield to send out a vendor that will make sure everything is done and working properly before leaving. I've had two different vendors come out and neither of them fixed my problem completely but I bet AHS will want to charge me another $75 dollars soon. If you read my message please don't get AHS they are just collecting money. I've had this problem every year since I have had AHS. To top it off I can't request service online and I'm ALWAYS on hold for 30 minutes or more.

I am a tenant of a house in Loveland Ohio. The dishwasher broke 8 weeks ago and my landlord has a contract with American Home Shield, so she started the process to replace the dishwasher. I had to go through 100+ phone calls for 1) A professional adviser to approve the replacements, 2) an order to be placed with AHS, 3) a shipping company to receive the appliance from GE, 4) the shipping company to deliver the appliance, 5) the installation company, 6) a technician who told me this is the cheapest dishwasher in the market and apartment rated and can not be installed in a house and returned it, 7) all the process from scratch and at the end I noticed that AHS will only provide that specific cheap type dishwasher. And all of this had to be done through AHS, with long wait times of their customer service. And now we just passed 8 weeks and I still do not have that same cheap dishwasher installed!!! Probably need to wait another 2-3 weeks!

We recently bought a home that was 13 years old. Recently we returned home from work and found no hot water. We call AHS and was sent an email that a tech would get in touch with us, then have to call and get approval before ever starting the work. We have 3 small children and being with out hot water all weekend was not an option so we call a tech on our own and paid $300 to have it fixed with in a couple hours. AHS tech called me back at 9 am the next day. After canceling the service AHS told me They would not be reimbursing since I did not "wait" and use thier contractor. This makes thier Home protection contract useless in my option on some appliances they offer protection on.

First of all, every time I try to get in touch with a customer service representative it is an average of 25 minute wait time - very frustrating. The service people that they have contracted are less than quality. Last year I had a problem with my refrigerator - it took 4 months for that to be resolved. The fact that it was during Thanksgiving holidays did not matter to them. The people that they sent out didn't know what they were doing. One company took our washing machine apart and didn't know how to put it back together. Of course AHS replaced that appliance but now they are holding that against us. Their service fees have been raised to the highest of all the home warranty companies that we've called lately. After being a member for 9 years, they cancelled us saying that they've spent over $150,000 on us, which is impossible. After challenging them to give us a specific list of items that would have cost that much, they finally admitted that they had a glitch in their system. Those are only a few issues that I have encountered with this company. Looking forward to changing.

Their contractors mis-diagnosed an issue, and the coverage was denied as a result. We tried to get AHS to send a second opinion, but that was also denied. We paid out of pocket for a simple shower repair that should be covered under contract, and took us weeks to get fixed because AHS bureaucratic processes.