American Home Shield

I purchased a policy for my new home. My home had a severe plumbing issue that caused my home to be uninhabitable. After 4 days of waiting for AHS to process my request for service, AHS could stated they could not find a plumber, so we hired someone on our own. We did not have authorization, so we were not refunded.

Next, my refrigerator started having issues, so I contacted AHS. This time, we were supposed to wait 10 days for a technician. We could not wait 10 days without refrigeration for a technician to come to simply diagnose the situation and then to recommend a solution. I called and requested to cancel the policy for a full refund. Since tAHS was unable to perform, I was promised a full refund since I had never used the benefits.

I called AHS after July 13th, 2 weeks after my May 29th conversation with AHS, and was told to be patient for the refund check to arrive; that it could take 10-14 business days for the check to be processed. Now, 33 days later, I called and was told that I was not due a refund since I canceled the policy after 30 days of owning it, and even though AHS could not perform. The agent Antoniette in TN is rude. This is a dishonest company.

I was a AHS customer, but no longer. When we bought this house we had AHS for warranty. Well, we had to fork out over $10,000 in repairs and fixes to get electric, ac, and plumbing issues fixed. AHS never paid out a penny. AHS never made a deadline. Had to nag them. Sent incompetent people out. Worst waste of money EVER.

I have been a customer for over 2 years with AHS. The way they operate is that when there is an issue you call them and they contract a local service provider to visit your house to investigate the issue. My AC unit had an issue in Jul of 2015 where it wasn't producing cool air. AHS dispatched local company in NJ called [redacted] to investigate. They determined that the refrigerant needed to be replenished. AHS covered only 10$. I ended up paying over 200$, 100$ for the visit and the rest for the refrigerant. In Aug of 2015, the same problem reoccured. [redacted] came again and the technician informed me that compressor is not starting. The unit itself was about 30 yrs old and has reached end of life and would submit a report to AHS accordingly. I waited for a few days in the hot summer but got no calls from AHS. So I tried to reach out to them to find out the status. After about 60 mins wait I got through to someone and they told me that [redacted] had not called them yet and I had to call [redacted] to follow up. I was surprised to hear this but in my best interest I called [redacted] who said that they will inform AHS. But that only happened after I made 2 more follow up calls to [redacted]. Finally about 8 days later AHS called me to inform me that my claim has been denied. The reason given was the compressor got shorted because the wires were chewed by some pests. I asked them to give me the report that [redacted] gave to them because I was surprised to hear this as [redacted] had not mentioned anything like that to me when they were at my house to look at it. However, AHS said that it they were not obligated to get a report from [redacted] and if I want one that I should call them to get it. If had an issue with the denial, then I could dispute within 7 days by having another company come take look at the AC unit. And, I would have to pay another 100$ for this visit. As a customer paying for this service, I was shocked to hear about this process. I dont understand why I have to follow up with [redacted] to get a report in writing. I also don't understand how AHS could not have got a report from [redacted] about their assessment that cannot be shared with me who is paying for their service. I insisted on seeing the written report with pictographic evidence and I got the classic run around. I had requested that they give me more time to dispute it till I get to see the written report to which their response was the process does not allow it. After paying 57$ every month for over 2 years, the customer does get a report of the assessment explaning why the claim was denied and it is the customers responsibility to get that. What a scam !!

I needed a knob repair on my cooktop and the contractor was trying to replace the knob and cracked the cooktop and now they want another company to remove the cooktop before they will replace the new cooktop and knob. AHS have been unresponsive in resolving this problem.

To anyone thinking of g[redacted] Home Warranty Insurance, Please do not use "American Home Shield"
I have used them for two years and have had nothing but very frustrating experiences with their quality of service and customer care. I am highly disappointed and disenchanted with the whole idea of Home warranty Protection. Their Motto is: "Life happens, have a plan". Well whatever you do, Not their Plan!
When you call to request service you are on hold for long periods of time, yes you can request service online but there is nowhere in the request to let them know the extent of your damage. When you finally get someone on the phone they assigned a Contractor without even understanding your home location. I have made 4 service calls and two of them I was assigned contractors not even in the same area code. So after waiting for a contractor to call me and do repairs for over 24 hours. Come to find out that that contractor is out of my service area and will not take my job. So, I ended up waiting another 24 hours for another contractor to come and do the repairs. The people they send are not professional at all, which makes me think they don't do any research when selecting their contractors. They come and look at the situation, and leave without calling you to let you know what was found. Even though I have personally asked for this at every call. They charge $75 just to come out regardless!
On 4-21-2016 I placed a service request because of a water leak from the ceiling. I told them it was the water heater leaking. They send a company called E[redacted], Two guys came out open the attic door and said it was not their problem, that the issue was a roof leak. (Item not covered in the warranty). Called a roof repair and paid them to add additional sealer to the water heater Stack pipe. On 12-06-16 my kitchen was flooded with water coming from the same spot as before. The water heater is leaking profusely and the ceiling is collapsing. Called AHS again and reported it and they did not consider this an emergency. They assigned a contractor from another area code, who never called to schedule an appointment, when I called him his phone was disconnected. Now it is 8 pm everyone is closed and I have a leak in the house, ceiling falling pieces at a time and, now I am very concern because we are talking about a gas heater and a possible open flame. I had to pay an independent contractor to come and turn the water off to the heater and the secure the gas line to ensure the safety of my family. I called AHS to report this and I received no sympathy for my situation. I gave them several names of contractors within 30 min. They finally assign another contractor to call me within 24 hours...There we go again. Now I have to pay another $75 for them to tell me that my water heater needs replacing which should have been done 4-21-16, and because it is over 60 days since the last call, they will not waive the service call fee. I have a lot of damage to my home due to the negligence of the contractors used by AHS and there is no one to voice my concerns to because all you get is a Call Center personnel from some part of the world (that apparently don't have a clue about how BIG TEXAS is) with scripted answers and robotic attitudes.
I bought this insurance precisely for unexpected emergencies like this and for peace of mind. Which I have not received. My son and his wife who live in the house constantly have to take time from work to wait for someone just to come in and tell them is not their problem and charge $75.
If crying would help I would be crying, but I am so upset about this entire nightmare that I think I need to tell everyone and save someone else from making the same mistake.

It has taken me over a month to get my dishwasher fixed - still broken. Multiple calls, conversations, and AHS refuses to be helpful. They continue to use bad vendors like [redacted] who are horrible, and provide horrible service. They have lost my business - and I will spread the word -

This service is very disappointing. It feels as though your paying only for a mirage of safety.

The company does not have customer care as a business value.

In my experience their main tactic is to delay delay delay until the customer no longer can do without and pays someone else for the repair. Meanwhile we keep paying monthly.

Beware.

As a short synopsis; I called in a service request. Plumber came out but refused to service the request. I made a next available appointment which was days away. I cancelled the request due to the long waiting period - almost a week of standing water - and called a plumber who I paid of course. Then I get a bill from AHS for $125 for their plumber who did nothing!

I requested AHS revisit the billing action since nothing was done and it was the serviceman who determined that nothing could be done. That was not my choice.

I also suggested AHS consider asking a very simple question during the original service request: If it's a request involving a clogged drain, you might ask if there were chemicals used. If so you need not send service personnel. (This was the excuse used to refuse service.)

The act of sending a service person without the due diligence of determining if your own constraints (draino) prohibit performing services creates a clear lack of responsibility on your part. You are in control of your business.

The same applies to your plumbing contractors since they know about both drain clogs and AHS policy.

I spoke with AHS who didn't ask this question and I spoke with rightaway plumbing who also didn't ask. One might ask what the motivation is for sending service personnel into such an obvious situation where services cannot be performed.

Please acknowledge in writing. If you would be so kind, please don't expect me to call you and sit on hold for long periods of time.

My spouse and I have owned homes in two different areas over the last 10 years and have had an AHS warranty on one or both of them continually since that time. In that decade, AHS has made innumerable repairs to these homes, anything from broken springs on a window to the standard appliance problems.
They have always come through, even when the contractor they initially called over failed to do adequate work. A simple complaint via phone call and either the initial contractor came and completed the repair properly or a new contractor was brought in, at no charge to me.
That decade has seen the FULL REPLACEMENT of an HVAC unit, an air conditioning unit, a washing machine, a garbage disposal, and a hot water heater.
The only denied claim came from our busted sump pump, because our AC unit condensation is piped into the sump pump hole and my contract does clearly state that units like that were exempt.
Each and every year except 1 (where we got lucky!), the warranty has paid for itself and then some.
All in all, not bad, and we will continue to purchase our warranty through them while they stand by the work their contractors are hired to do.

After deciding to cancel our policy we have called to request the cancel. After calling several times and then finally waiting on hold for 20 minutes we were able to speak to a customer service rep who said she would put in our request to cancel and to stop billing our checking account. She said someone from the company would contact us within 24-48 hours to confirm our cancellation... they never called us so I called them again. They then said I had to speak to someone from the retention department and transferred me. No one ever answered the line or called us back. I have since placed a stop payment with my bank against them to be sure I don't keep getting charged! Horrible customer service! Would never do business with them again!

AHS used to be a very good company in the past. Lately they have become a money making company with very poor customer service. They don't cover half the things in the house, have increased their prices, and even charge you a service fee when you pay large sums of money to the repair company on an item where AHS didnt cover the item. And its taken me 3 weeks and 2.5 hours to even try to get someone on the phone. They just don't answer their phones. Average wait times are 20-25 minutes!!

We are ending our contract with AHS because of terribly bad customer service (hold times of 40 minutes consistently on a recurring issue) and the very poor coverage that they actually provide for servicing an old heat pump that needs to be replaced. Very disappointed in this company.

I am having a very difficult time with customer service at AHS. Four phone calls later, I still cannot get my 75.00 service fee that I do not owe removed. I had to pay a transfer fee since the wrong company showed up to do our service. I did that but AHS chargerd me for the first company as well. My account is locked up, the wait time is very long and the only explanation I get is that information has been recorded incorrectly by previous customer service representives.

This is the worst company I have ever dealt with. The only time they will pick up the phone on time is when they sign you up. I am being fraudulently billed on my account multiple times and I have tried contacting them numerous time but I get put on hold more hours and am not able to get a hold of anyone. They have charged service fee on my account multiple times for the same repair over and over and I keep getting emails saying my account is past due. Which is completely not true,

I requested a service to have my dishwasher looked at. A tech came out and deemed the product non fixable. I have waited a week , the advice from AHS, to have the appropriate paperwork to be processed. I call back a week later to get the run around from both parties. ( AHS and the service tech). I have asked to talked to management but have yet to hear a response. I am in need of a new dishwasher but AHS will not help me.

I had a poor experience with AHS. Difficult to speak with any customer service manager. They are never available immediately, the answering customer support member is required to send an email to escalate calls. The supervising customer support will contact you in 48 hours which never happens. There is no personalization. There is no transparency. If you are a detailed person with a busy career AHS would not be a good fit. I recommend no one uses this company. Your pay for services is money in the company's pocket, unfortunately the company does not seem to value their customers. It's unfortunate for AHS, the company at one point was fantastic. Not sure what happened to its vision or mission. No moral ethnics. So sad. Needless to say I will carefully research other companies as I leave this company. Hopefully, the CEO will learn of the many dissatisfied customers who choose to never pay for services through AHS, and consider changing key processes to improve customer satisfaction. Please do not make the same mistake I made, throughly research home warrenty companies.

My A/C went out on a Monday and I immediately reached out to this company to schedule a visit from a technician. I did not hear anything from the company for 48 hours and had to call once again to get somebody on the phone (after a 45 minute wait). They then choose to tell me that it will not be until Friday that the company can come to my house to inspect the unit. It is 100 degrees plus in my hometown and my house is 90 degrees on the inside! After the contractor comes out he tells me I will have to reach out to the AHS again to see what our next steps will be. I gave AHS a call on Monday morning at 9:00 a.m and they did not even have any notes in the system where the contractor had came out, it had been 72 hours since my unit was looked at. AHS then proceeds to tell me that I am going to have to pay 90% of the repair costs because my unit would have to be modified in order to fix the issue and they do not cover modifications. The whole purpose of a warranty claim is to have a problem fixed, all that this company has done has given any excuse as to why they do not want to do their job and fix my A/C! We discussed the option of a pay out for what pitiful amount they would be willing to cover and they said that they would call me back within 24 hours. That was on Monday and it is now Wednesday and I have not heard a single thing back from them. I have called and been on hold for another hour without any answer. I wasted $500 for a useless warranty.

I've been a member of AHS for 2 years now and for the first year, their service was awesome. Of course as long as your service requests can be resolved with as little money as possible, they will help you out. Once you start having major issues, they will do their best to drag out the issue as long as possible in hopes that you become frustrated and give up on them and have the issue repaired on your own dime. It's for this reason that I decided to cancel my service. Be advised, if you talk to an account manager alone about cancelling your service, you will continue to be billed even after your contract expires. Initially we had to sign a document and send payment to renew our contract but now it seems that contracts renew automatically. You have to speak to someone in the "Retention Department" and have them verbally confirm that you wish to end your contract, in which case you're given no confirmation number....you're told that a confirmation letter is being sent in the mail. Also, good luck speaking to a manager. Apparently they work the best hours of any job I've ever heard of.
You're better off saving your money should your home need repairs. This company is a joke, and that's putting it nicely.

We have had a home warranty plan with American Home Shield (AHS) for approximately 5 years. We have had some issues with repair request in the past but our most recent issue has been horrific. I made a service request on 08/12/16 due to our air conditioning unit not cooling. AHS assigned G[redacted] Home Services for our repair. G[redacted] came out on 08/16/16 and the repairment walked around to the side of my home and came back within 5 minutes. He said the unit was cooling correctly because it was so hot outside. I refused to pay him for the service call because I told him there was no way he had time to even check my unit. I called AHS and they informed me that I had to pay the $125 service fee. I paid and filed a complaint as well as talked to a supervisor. They informed me that they would call me back but no one contacted me. I waited for a month although my unit was not cooling and contacted AHS again because the temperatures were now cooler at night. I explained what had happened and that I was still having the same issue so they said they would send G[redacted] out again. G[redacted] failed to contact me the next week so I contacted them myself and they said AHS had not put in the request. So I called AHS again and put in another request. I then contacted G[redacted] myself the next day and they said they could not come out until 10/08/16 because their repairman for my area was out ill. The repairman that came out on 10/08/16 informed us that we indeed had a leak and now needed a coil because the leak was so bad but that he could not stay to do it because it was late and on a Friday! He informed me that they would contact me on Monday to set up another appt.and that he could not explain why the first repairman did not see the issue. I called and complained to a supervisor at AHS and she said they would purchase me some fans for the weekend. Then on Monday, I contacted G[redacted] and she said their repairman for Murfreesboro could come back out on 11/11/16. The repair just left my home on 11/11/16 and said that he would have G[redacted] contact us because we now had a really expensive repair because the unit had been out of coolant for awhile due to the leak. I am furious because I reported my issue on 08/12/16 and complained on 08/16/16 that the repairman had not check my unit but no one would listen to me. For months I have called and complained with no assistance from AHS. I have been told each time that someone would call me back! I am still waiting for a call form AHS.

This is the worst company I have ever tried to do business with! They do not return calls, send emails as requested or provide any requested information. Never do business with this company!

At the time of writing this review I noticed another 119 negative reviews and only 7 positive ones! So, let mine count as the 120th NEGATIVE one! The entire year I paid AHS without any service requests then it changed when a main sewer-line stoppage occurred. A few days later they sent a technician who works for R[redacted] plumbing in San Diego (one of the many incompetent plumbing compnaies in San Diego). The guy took a walk around the house and said he couldn't not find the clean-out. I asked him if there are other ways. He said there are but he is not allowed to that. Then he suggested to put a new clean out access. I asked him how much it would cost and he said $650. I said that's too much and if they can give me a discount. He said he would check with his boss and get back to me within a day or two. He never called while I had both my bathrooms backed up and we couldn't use the showers. He offered no help, no solutions, not even followed up as he said he would. Then I started calling the plumbing office, R[redacted]. You can call them a million times but they do not pick up. Left messages but no response. Eventually, one day, kept calling and calling and calling close to 5 pm and kept pressing different digits on the phone for different options and finally someone very agitated pick up the phone complaining why I call so many times and how on earth I managed to get ahold of his cellphone! It turned out he was the boss named Lucas. When I asked him about his plumber, Chris, who was supposed to call back and give me some sort of resolution but never did and if I can get ahold of him since we could not use the bathrooms for a few days by then, he said he would not give out his plumber's number and only would pass on the message. Again, never heard from them. Before the plumber guy left my house he said he would put the request on hold till we figure out what to do. A few days later I noticed the payment was posted as "late" on AHS' website. In my opinion, AHS is another incompetent home warranty and a barely hair away from really being considered a scam. DO NOT USE them or any other home warranty period, unless you don't mid $300-$400 of your hard earned money flushed down the drain and dealing with all the frustrations when you do actually need them. They, just like other home warranty services, do not monitor their contractors and probably pick some of the most incompetent ones like R[redacted] plumbing.