AHS American Home Shield

AHS will not work with me to resolve 2 conflicting reports from 2 different furnace service providers.
On 11/4 I submitted a service request with AHS for my gas furnace and Rainier Heating and Air was assigned as our contractor. AHS American Home Shield came to check our furnace and said we had a cracked heat exchanger, that there was corrosion and build up in the furnace and it needed to be replaced. They told us the unit was leaking carbon monoxide and advised we shut it off immediately until it can be replaced. On 11/1, our carbon monoxide alarm went off and the fire department came and said it may be because of the furnace. The day after Rainier Heating came out, I called AHS to follow up. The representative I spoke with called and spoke with Sabrina Dixon at Rainier Heating. She informed them that the owner of the company had passed away and they would no longer be able to perform our service. AHS sent a second contractor, Parragon, on 11/8 to check our furnace. That contractor said there was nothing wrong and the unit was safe. At that point it had been turned off for several days. I immediately called Sabrina at Rainier to confirm the notes from their Rep's visit. She confirmed cracked heat exchanger, leaking carbon monoxide, corrosion, build up, and advice to turn the unit off. I called and spoke with Sequoia at AHS that same afternoon. She put me on hold and when she came back on she said she had called and spoke with Sabrina at Rainier Heating and Sabrina communicated the notes from their rep's visit. Sequoia said we needed to wait 24-48 hours for Parragon to submit their report, and if the reports didn't match they would send a 3rd contractor for the final determination. I called AHS on Monday, 11/11 and spoke with Mark. He said he would reach out to both contractors and go from there. He said he would call me back on Tuesday, 11/12 to make sure there was resolution. He never called. Tuesday I called back and spoke with an AHS representative who said Sequoia never spoke with Rainier Heating and the only report they have of the unit being unsafe is from us. This means either Sequoia was lying to me, or AHS is covering up information to avoid delivering on our contract. I called back 11/13 in the morning and asked to speak with a manager. The rep I spoke with said all managers were in a meeting and unavailable. She said they could send a 3rd contractor out, but I might be charged another $100 service fee for it. Her second offered resolution was to send a Sr. Technician from Parragon. Both solutions are unacceptable - this company has sent two contractors they trust to our home, and both have provided conflicting responses. Either Rainier Heating was lying to us to for the sake of a sale, or Parragon is telling us there is nothing wrong because they don't want to install a new furnace at negotiated rates during their busy season. At this point we have been without a furnace for over a week. I called back in the evening of 11/13 and spoke with Del. I again asked to speak with a manager. He again put me on hold and came back to tell me they're in meetings and can't speak with me. He said he was sending an email to his manager and their authorizations team and someone would respond to me today, 11/14. I let them know if I had not heard from them by this afternoon I would be filing a complaint. We trusted AHS to protect us in our home, but instead we have felt unsafe, scared, angry, and used.

We've had AHS for 7 years on a rental property we own. Being military and not in the area we rely on a property manager to handle our home and AHS American Home Shield require a home warranty. I haven't found one that isn't crap and a waste of money. AHS is no better. Our recent disaster with them is a fridge in our home. In May the compressor went out and was not repaired until August because of Covid and lack of parts. Now less than four months later the same part has failed again.

The first company assigned to the repair refused to do the work because another company had handled the original call. We called back to AHS to get it reassigned to that original company but they are no longer accepting service calls from AHS leaving us in limbo. It had been three days, six phone calls and we still hadn't been assigned someone to fix the dang fridge. We even demanded to speak to a supervisor twice and were promised one would call us back within fifteen minutes, which never happened. Finally at 6pm on Friday we were told by a rep that another company had finally been assigned to us. So now we've had a broken fridge for 3 days already and we never received the phone call back from the "elevated resolution" department so will not have anyone out to fix the only fridge in the house until next week. Our tenants are ticked off and the property manager is breathing down our throats because despite paying AHS to warranty my home we can't get them to do their job.

Honestly an unreliable company with terrible customer service and contracts for repair with the worst companies.

Hi, my name is Linda Veerkamp and I work with West Shores Realty in sunny Southern California. I have been working with home warranty companies for 28 years. Over the years, I continue to do the following:
* Help my sellers to obtain a warranty prior to listing their home.
* Name a home warranty company for my buyers when writing up a purchase agreement.
* Follow up on service request as I am notified when a claim is dispatched.
* Communicate, troubleshoot and assist the escrow company, other agents and clients in understanding
their home warranty contract (without giving legal advice) and find a QUICK solution to any problems.
I just recently contracted AHS as my personal warranty company after doing my homework and asking questions, such as: What are the caps on the covered items if any? Is there a yearly payout maximum? What are the exclusions if any for the covered items? What is your cancellation policy? Do you provide a full refund? Are all you contractors licensed, bonded and insured? Does AHS take full responsibility if there is a mistake, problem or accident or do you dodge responsibility to the third party contractor? After my questions were answered and verified under the sample contract, I proceeded to obtain coverage with additional pool coverage at $66/month with a $75 service call fee. My pool pump stopped working the beginning of March, 2021 and I called for service. It's been over two months, my pool has turned green, little critters seem to be swimming around and lily pads seem to be starting to grow. AHS has undeniably, irrefutably, scandalously and maliciously used every trick in the book to deny my claim. I call and get more frustrated everyday. To date, I have spent over 100 hours/verified by my phone records, in an attempt to find a solution namely because a large party was paid for and scheduled for a friend that is terminally ill. The band was going to play outside by the pool and the food was to be catered. This friend will never have a party and thousands of (nonrefundable) dollars went to waste because American Home Shield had no intention, EVER, to pay for repairs listed under their contract. When AHS was send proof of the event and the illness, AHS American Home Shield responded by laughing and putting me on hold even longer than before. This was not only heartbreaking it was not necessary and a complete waste of time for both me and AHS, my manager and countless others. I can honestly say, I've never dealt with any company this awful in my personal life or my entire professional career. Nothing, absolutely nothing, has been this awful, this time consuming, this abusive and this sad in my entire life. For the past 2 1/2 months I have been beat up daily. For the past 2 1/2 months I've been hung up on and lied to. For the past 2 1/2 months my heart aches because I wasn't able to have this party for my friend. I now look forward to taking American Home Shield to court, hiring council and wasting more time. AHS and their actions are despicable and malicious and their success of stealing are no different than a bank robber or a common thief, except they seem to be licensed in the state of California and throughout the USA to legally steal money out of our pockets by not honoring their contracts. I wish I could do something to change this but I'm only one person. Please don't make the same mistake I did and GOOD LUCK! Pool Pics Attached. Linda Veerkamp- Realtor - Manhattan Beach, Hermosa Beach, Redondo Beach California - Westshores Realty- license #01158501

AHS American Home Shield do not want to honor their contract. My contract started after a month waiting period on August 11. On August 13th, my AC stop working. They sent a technician from World Class AC, INC
After seeing it. He asked me when it braked. I told him that on August 13th my AC stopped working. He said that my policy is too new, and they are not going to cover it.
I work in insurance and that a person is not cover because of a policy is too new is unheard of. I had a second technician that explained that the compressor is bad.
American Home Shield denied the claim and still they want to charge me $200.
From their contract:
"2. Coverage under this contract includes normal wear and tear malfunctions during the contract term (as defined in Section B). Coverage under this
Contract also includes malfunctions of covered items which occur during the contract term resulting from the following situations prior to and during the
Contract term:"

They called my situation a preexisting condition due to, by their contract: "A simple mechanical test is defined as turning the item on and off to ensure that it is operational."

In other words. They do not want to cover it and is a preexisting condition because by the simple mechanical test.
Umm, isn't something supposed not to be working at the time I call a technician because something is not working? After all, that is the reason I call them, and I am paying them.
That means that every time someone call them because an appliance is not working. They can say is preexisting because it is not working at the time the technician comes.
So, when something brake. They would not fix it because is broken. So, they can deny every single claim. To anyone.
Here is Part d of their contract
"d. Undetectable pre-existing conditions which are defects or mechanical failures that could not have been detected by a visual inspection and/or
Simple mechanical test. A visual inspection of the covered item verifies that it appears structurally intact and without damage or missing parts that
Would indicate inoperability. A simple mechanical test is defined as turning the item on and off to ensure that it is operational. While turned on, the
Item should operate without causing damage, irregular sounds, smoke, or other abnormal outcomes.
When completing an American Home Shield (AHS) approved repair or replacement, AHS will pay the cost to:"
So be aware. We can only use American Home Shield on things that work perfectly and do need any repair.

Very Scammy... very scamy

Pretty much just say in the contract. We will take your money, but we can at our discretion denied all claims at any time.
That is why the technician was saying because I had only just started my policy. I should not expect them to cover something.

I received unsolicited email from AHS. On 6/13/2020, I called AHS and enrolled in the program the HVAC and home Well systems. The terms were one month waiting period, 48.32/ month, with 100.00 service call fee. I could cancel the contract anytime with no cancellation fee even when I had used the program to service my appliance. I did not know the terms of the contract as I was to receive it after 7/13/2020 with a link. On 7/13, I logged into my account and paid 100.00 to service my AC unit. I called the contractor a number of times but received no response from him. I called AHS a number of times but there was waiting time of 60-90 minutes. Logged into my account to see if I could file a complaint, or email, or cancel the contract. There was no contact information other than a phone number which has a hold period of hours. A live chat window opened in my account and very suspicious of AHS, I cancelled the contract thru live chat. Later that day, I received a call from AHS and lady persuaded me to give AHS another chance and offered to give both AC and Furnace service for 100.00 instead of 200.00 and promised that contractor will call me within 24-48 hours. I never received the phone call, and all messages to contractor went unanswered. I learned that I could not cancel the contract as the only way to reach AHS was through a phone which no one answered and had hours long hold. Very concerned that I was dealing with a fraud, I contacted my credit card company and explained the issue and told that there is a breach of contract on part of AHS for not providing service. The credit card company sent me an email within hours giving me permanent credit of payments. On 7/29, I received an email from AHS for collection of past due amounts. The email came from a no reply address but had a phone number which I were to call or text to make payment. The phone call had no one answering so I texted back explaining the issues and that contract with AHS was null and void as no service has been provided for which AHS collected monthly premium and service fee. Another email came on 814, threatening collection proceeding for unpaid charges. I called the number and after hours of wait I spoke with a woman named "Lady" who told me that there was no contractor for HVAC in the town where I lived. She forwarded my call to the cancellation department where I spoke with Allison who informed me that there was a cancellation fee of 99.00 dollars even when AHS was forcing me to cancel the contract and was basically running a fraud for collecting money and not providing service. I asked her to give me her supervisors name, number, email address but Allison refused to give that info and said that non payment of dues can not be escalated to the supervisor and told me to file a report with www.ADR.org which is an arbitration company.
In my view, AHS is a fraudulent, and deceptive company that tangles you in signing a contract from which you can not get out as AHS American Home Shield do not answer the phone number which is the only way to contact them. Consider this a warning and stay away from this company. I have spent days, and hours to untangle from this nightmare and has not been successful.

I own a second home and decided to use American Home Shield to help avoid major costs of system/appliance breakdowns and also to protect me from being price gauged by contractors when AHS American Home Shield see out of state tags on my vehicle. Well. That was a mistake... Last year my AC system stopped working and the circuit breaker kept popping. I called ahs, they dispatched the first contractor who diagnosed the problem, replaced a capacitor which seemed to work until the two months later when we arrived and the house was over 90 degrees. We immediately contacted ahs who once again wanted another $133 service fee because this repair was one day beyond the 60 day warranty. After several escalations they agreed to waive the fee. Sent the same contractor again who diagnosed the problem as a bad compressor... he explained that ahs would be responsible to replace the compressor but the air handler would be my responsibility. That was fine... the terms of the agreement were understood however, ahs refused to pay for the compressor and wanted another contractor to come and assess the situation which took almost a week... due to the extreme heat we were unable to stay in the home, had to rent a motel room... and was only reimbursed for one day by ahs... once the new contractor was assigned, he rewired some stuff in the compressor and modified some compacitors to make the system work. This lasted for only one month then the circuit breaker blew again... the second contractor came back and this time told me the circuit breaker was bad so he replaced it with an oversized breaker... The system immediately began to freeze up and he said to remove the filter. Net net. The system/compressor was no good. The gas was low but the contractor never did any diagnostics. Just patches. I finally sought out a qualified AC company, they confirmed the freon and oversized breaker were both mistakes... I purchased a new system and fired ahs. They are not worth the money. They are in business to make money which means patch not replace. The solutions were not comprehensive or safe... they are not good. Run away!

Buyer Beware

We've been a customer of AHS for years. We've used it periodically throughout the years but have just cancelled it today. We mainly kept it because we had bought a home with an older set of AC units and figured AHS American Home Shield would break in the upcoming years, so having this insurance would be a good idea.

The few times we have used AHS, the effort to get anything fixed was increased as you have AHS playing middleman with the service that is doing the work. But that's not really the awful part.

Two years ago, our refrigerator broke. AHS sent a subcontractor out to evaluate the issue and they determined it was just a part that needed to be replaced in the 10-year-old refrigerator. The part didn't exist at that point, but they kept looking for it. We kept our food in the small drink fridge in the garage for 2 months while they kept looking for the part that didn't exist. AHS finally gave us a check to replace the refrigerator.

Fast forward to now. One of the 25-year-old AC units broke. It is May 2020 in Texas and the temperatures are starting to frequently get into the 90s. AHS again sends out one of their subcontractors who determines that the AC unit just needs a part replaced. According to the subcontractor, AHS will pay ~$500 and we will pay ~$2,000.

Wait. What?

The AC unit is 25 years old. There are no parts on the market for this thing and according to the other AC Service repair company we had come out, there are other parts on the unit that are likely to break, so the unit should just be replaced. Even AHS's own web site states:

"It's not a matter of IF, but WHEN, you will need to replace your air conditioner. ACs generally last 10-15 years. Learn about how age and noise may factor into when to replace."
https://www.ahs.com/home-matters/repair-maintenance/when-to-replace-your-air-con...⇄ />
Having that on their website likely makes it seem that AHS is going to be reasonable about when to replace an AC unit. DON'T BE FOOLED. They are not. We've paid to have or old units serviced multiple times over the years and refilled with the now banned coolant. Our unit is 25 years old and in the heat of the summer American Home Shield wants us to wait while they look for some part that no longer exists. Or do they?

We were able to call their bluff about getting a mythical part with our refrigerator, but we couldn't go without AC for two months during the summer. Supposedly, there is some department within AHS that you can file a grievance with, but what they all say is, "The service technician determined that they just needed to replace a part, so that's what we have to assume is correct." What they leave out is, "the service technician that is working for American Home Shield".

So no luck getting AHS to follow their own documented understanding that AC units only last 10-15 years before they should be replaced.

Grrr. Frustrated. Fine we got screwed. AHS won. Let's cancel the policy. We spend more hours on the phone and are finally able to cancel the policy for another $62.

What!?! "We can wave the cancellation fee if you don't cancel.", states the representative. As if that was perfectly logical.

"Can we speak to a supervisor?"

"I can submit that request and if they call you it will be in 1 or 2 business days, but they won't call you as it is in regard to the cancellation fee and we can't override that."

Every conversation with an AHS representative is someone explaining how they are powerless to do the right thing.

Save your time, money and emotional energy and just avoid American Home Shield. The subcontractors are beholden to AHS, not you. So the evaluations will be for whatever costs AHS less. AHS is out to milk you for as much as they can once they get their fangs into you.

I am customer for American Home Shield more than two year. I am so surprise of their treatments for their customer.

Please take a time for reading my story for fixing water leakage with American Home Shield. And if possible, please let my story people know it.

There was water leak from air conditioner at July 10 2020. And I requested service at the same day and paid 120$ as a deductible. And American Home Shield assigned a local aircon service company(consolidated Mechanical cont. INC). A technician from the local company visited my home at July 14. He just went up roof where air conditioner is placed and came down. He said " I can't find water leakage from aircon" even though water was flowed out on the ceiling of a room due to water leakage. He said"I will not charge for service, so you call American Home Shield again". He left even though we asked proper service. It passed 5 day after first water leakage. So we complained American Home shield at weekend and the next Monday(July 17). After complaint, American Home shield assigned the same company(Consolidated Mechanical cont. INC) again at July 18, even though we complained the company because of poor service. So we contacted Consolidated Mechanical INC at July 18, AHS American Home Shield said "the technician can't access air condition, so they can't do service, It is out of their policy". We had to call again to American Home Shield and explain what happened with the local service company. And I really surprised their poor local service network pools. How can they have only one company for servicing aircon issues at whole phoenix area! After water leakage, It passed 1.5 weeks, and at July 17, American Home Shield said ""ey can't do anything because technician can't access aircon". I argued and complained strongly about their customer service mindset. Finally American Home shield assigned another company(AIR COMMAND LLC) for second estimation, and an technician from Air Command LLC came to my home at July 21. He just got rid of water of pan(water plate) and said " "ere are 3 missing part at my air conditioner, and the cost is 1108 and those are not covered because of missing part". I am an Electrical engineer. I can't trust "Air con was operated during 15 years without 3 parts". It passed 2 weeks after water leakage. So I hired a technician from local aircon service company at July 22. The technician, who I hired, said " Aircon didn't miss 3 parts, and 3 things are required for stopping water leak 1) deep clean for coil 2) replace float AC switch 3) flush water drain, and the cost for that is 707$". So I and my son contacted American Home shield at weekend and Monday several times. It passed 2 weeks, and leaked water wetted roof, insulator and ceiling continuously. My son called American home shield for explaining the whole situations several times, and he desperately gave up conversation with American Home shield because they insisted consistently that without missing part payment(1080$), they don't do service for water leakage. Finally I called American Home shield at July 24. I asked to representator of the company "what were missed?" After argument, she said parts doesn't missed, but parts didn't cover by my policy. So I asked "what part is not covered?", and She said "water pan is half size". I said "actually It is not matter, half size or full size?, My house have two aircon units and the leaked aircon unit is small. Water leakage is not due to pan size but dust coil, broken float AC switch, and blocked water drain" After long conversation, She agree on the reason for water leakage, and she propose that she will apply cash-out option for treating water leakage, and the approval will take one or two day. It passed too long time after water leakage( moving to 3 weeks). I thought that she understand and agree on the reason for water leakage, so cash-out will be approved soon due to urgency. I made appointment with the technician, who was hired and estimated the cost(707$) at Thursday(July 27). It was passed almost 3 weeks after water leakge!. I called to American Home shield at Tuesday, Wednesday, and Thursday for checking the status for cash-out. And they responded the cash-out process is pending still. Meantime, The technician came to my house and fixed water leakage easily and completely at Thursday(July 27). And I kept to call to American Home shield until today. And American Home shield finally responded me that they can't cover my payment for water leakage due to missed 3 parts.

I decided two things. 1) cancelling service contract with American Home Shield immediately 2) announcing my story to people.

Why to fix just water leakage is so difficult and complicate?
Why I had to pay the service charge even though I am customer more than two year for American Home shield?

Please help me by transferring my story about American Home Shield. Please image what happened to me during more than 3 weeks. It was really stress to me due to continuous water leakage at my home, have to call to American home shield every day, have to explain the same thing to representators every times.

I purchased a home warranty from this company. As soon as I moved into my home, I detected an AC leak that was damaging the ceiling of my house. AHS American Home Shield didn't cover the leak or the subsequent damage. I paid 100% out of pocket to have a company diagnose and fix the problem and fixed the ceiling myself. That same company inspected my unit and found multiple leaks on the condenser and evaporator. The tech surmised that hail might have damaged the outside unit, and recommended expanding my return to reduce differential pressure and prevent further leaks. I called back AHS to see if any of this was covered, and they sent out a tech of their own to inspect (at a $75 charge to me). The tech spent well over 95% of the visit trying to convince me to buy a brand new unit out of pocket. Then he insisted that he was only there to look at one unit, and when I told him I'd have him come back when he could look at both he "remembered" he was there for both. He spent less than five minutes looking at everything, then went right back to selling me a brand new unit. When I stood my ground and said that I wanted what my warrantee would cover, he ran off without saying anything. Two days later, I get a call saying the company won't cover anything wrong with my unit. Not one single thing. They claimed the condenser damage was from hail (suspiciously familiar to what the first tech said MIGHT have happened), and then said the evaporator leak was from differential pressure, which doesn't count as "normal wear and tear." Again, suspiciously similar to what the first tech had said. They claimed their tech had made these conclusions himself, but he couldn't have possibly made any of those determinations in the time he actually looked at anything. And ignoring that, precisely what does this warranty actually cover? The answer: nothing. The unreasonably strict "normal wear and tear" is based on the astoundingly nonsensical expectation that equipment should fail without any cause whatsoever. The cherry on top is that Ive since discovered another return that the first tech had missed, which means the original differential pressure concern wasnt even valid (even after they lied and said their tech had come to the same conclusion). So even keeping with their ridiculous expectation that the unit fail for no discernible reason, they still cover nothing. This company is running a complete racket, and trying to push thousands of dollars of brand new installations on people to boot. Do not do business with these thieves.

This is their "third strike" Their rates have gone up from $60/mo. To $80/mo. AHS American Home Shield refused to repair my refrigerator. They refused to repair my plumbing without documentation of why. They couldn't repair my washer. I got the part and installed it myself. Now they won't refund the part or the service call. Customer service is a joke. Those poor people overseas, don't have a clue. The standard reply for anything more complex is that "they will have to refer it to their supervisor or escalation department and you will have a reply is 48 hours." That NEVER happens. I sent a request for the refund to the email I was given on 1/18/21. Never heard back. Resent 3/16/21. This company is a ripoff. For the monthly fee and service charge over time, you have already paid for the repair of the minor things they actually cover.

They couldn't repair my plumbing because of "house movement" but had no back up from the plumber as to what "house movement" was. The plumber did not inspect under the house or use a camera to diagnose the problem.

My refrigerator had some rusted out interior parts. They ordered the replacement parts. One part was backordered so they refused to replace the parts that were available. Then they wanted to replace my mechanically sound high end refrigerator with a cheaper model. I declined. I watched the websites and when the parts were available I called back and scheduled another service call. He ordered and installed the parts. So 15 months later they actually did do something. Definitely not worth the cost and aggravation.

I have made several complaints to American Home Shield regarding SWAT Plumbing company and the service that was provided. The company is providing false diagnosis and upcharging customers for services that are not even the issue. I was charged almost $1600 for a misdiagnosis when in fact the problem was only a $5 part. When I contacted AHS to notify them the customer service representative told me that he was not going to do anything about it and I needed to call the plumbing company. This was unacceptable! I have canceled my contract with them and I was a customer for almost 10 years but enough is enough. I cannot believe that AHS is still using this company even after numerous complaints have been filed from other customers that have been scammed out of their money. If you're looking for a company that has technicians with several years of fake experience to misdiagnose issues, technicians that instantly develop scam artist amnesia when confronted, over charge you for services that are not needed, and provide you with the worst customer service possible then look no further, you've got the right company! S. W. A. T Plumbing! SWAT Plumbing came out to my house for an issue, diagnosed the problem as my water heater, charged me $1585 to replace it... BUT unfortunately I noticed the issue still there which means the water heater was never the problem. Basically the issue was diagnosed incorrectly! Even a second technician from THEIR OWN company confirmed it! He said he would have his master plumber call me to discuss the misdiagnosis. After that the company immediately stopped returning my calls and refused to give me a refund! AHS American Home Shield even went as far as to start falsifying documents to my home warranty company! I knew then I was in for a fight. I had a second company come out last week and a technician knew exactly what was wrong, provided a proper diagnosis, and fixed the problem. He never mentioned the water heater not once! Instead said my aerator on my faucet needed to be replaced. Want to try to guess how much the part cost? $5 measly dollars! Instead of the company owning up to the mistake and just sending a refund, they argued the other company was wrong in their diagnosis even though they actually fixed the problem. How is that possible? This is absolutely ridiculous!

Toilet clog issue - pending for ~1 month. The vendor has not been able to fix it, and did not create a correct report. We had this issue with the toilet getting clogged. Logged a complaint, and a technician (CAL-HOME CONSTRUCTION) came after ~5 days. He said that looks like there is a problem with the main pipe and it needs a flush out /jet cleaning - which AHS American Home Shield do not do. He told that he will pass on the feedback and perhaps someone else would come to fix it. 1-2 weeks passed, no follow-up, and the toilet again clogged. I did the cleanup - and while we were following up, it happened the third time again. Ugh - it was really dirty. Although the service request was open, AHS did not bother to even find/follow-up what happened. When we called them and they said they sent the same technician/vendor again, after 3-4 days. I asked why same technician/vendor when he himself has said he cannot fix it. After a couple of follow-ups again i was told that we have to go with the same company as they have not filed the report that this needs jet cleaning. Ok- but whose fault was that? Above all, they said that since you toilet is working fine now we cannot order jet cleaning (so, in a nutshell wait for your toilet to get clogged, live in that dirty situation and wait for your technician to come, otherwise we cannot fix the problem)... I am one month past the situation. Have two kids, one dog, my parents living in this house, and we are only able to use one toilet for past one month. And have to go this dreadful clogging issue thrice... Waiting for the same technician to come, and hopefully file a correct report this time! AHS does not bothers about your situation - they will not care about following up for the work order unless you call them multiple times. After all its our duty to keep bugging them to solve our issue... not theirs. They just charge the yearly premium... Sorry, but very frustrated :( Worst home warranty company, we ever had!

There is a definite need for a company that provides a service like American Home Shield used to provide. These older homes in the suburbs of large cities need lots of repairs on major systems in the house - heating, air conditioning, plumbing, large appliances etc. When there is no adult at home and the adult must take off of work to be there when the repair technician arrives, the amount of time taken off of work and the prompt arrival of the technician must happen. Also, when an older retired person is trying to stay in their house and not go to a "old folks home" type situation, this type of home repair service company is very much needed and depended upon.

But unfortunately American Home Shield finds it most profitable to use foreigners, mostly people living in India it sounds like, to exclusively handle their phone customer service. That sure does not sound "American" to me. AHS chooses to not give decent paying jobs with benefits to U.S. citizens living in the USA and who speak intelligible clear English. The customer service people are poorly trained and have to put you on hold for long periods of time. Many of these people have absolutely no customer service ability or skills whatsoever.

The idea it to have you schedule a service repair online or on the phone with a recording message taker machines and to eliminate as much as possible the customer speaking with a human being with a name.

AHS American Home Shield do not give you a paper receipt at the time that the repair is completed in the home. They say they will send your receipt in your email. You should not pay in advance for the service by credit card BEFORE you the repair is completed, although AHS is strongly pushing you pay by credit card and pay in advance or arrange automatic credit card charge to happen at some point immediately after the repair. That is NOT good for the customer.

The service costs about $560 per year and it goes up each year. Plus you pay $125 for each repair that is guaranteed for 60 days.

There are good things about these services but when you have to battle on the phone with the service vendor (plumbing company etc) and AHS and have to make several phone calls and emails trying to find out their promises were not kept to you and it takes you 4 or more days to get a repair done, it becomes not worth it.

Contractor: A-US Air Cond Of Texas Ltd is the offending contractor in my recent effort to get my central gas heating system which was completely not working. This company tries and succeeds in having you not be able to speak to a real person on the phone. The repair technician kept telling his bosses that he had text messaged me or that he had telephoned me when he had not done so. He communicated with me dishonestly and stayed on this cell phone for the entire one hour of his first visit. I think some of the cell phone calls were to get coaching on how to diagnose and fix the problem and other were personal phone calls. The repair person was Hispanic and I was beginning to suspect that he was an illegal alien or undocumented worker and not a U S citizen. On his second and final visit to complete the repair, I sat their with a notepad and watched his repair every second. I was going to kick him out if I saw him try to get on his cell phone with personal calls.

There are many tricks service companies can play on their customers and dealing with each one individually is also a big headache unless you live in a small town and know the companies and the people.

Once you sign a contract of any kind, then you are screwed and you start being treated badly.

But when it comes time for you to renew your contract and pay up for the next contract period, you will be bombarded with "reminders" to renew.

We reach out to the business directly prior to filing this complaint to address the issues, no answer at all

We placed our First service request, Service Request Date: 06/23/20 - Service Request #: 566312342 and it took almost 7 weeks (contractor went on 4 weeks' vacation) to fix the oven; after the technician left, we notice that the oven door was not closing properly, and we opened a new Service Request #: 21386107 on 08/18/2020. After we open the new service request, we received an email saying "Your assigned contractor should contact you within the next 24 business hours"; we waited for 3 days, no one called, then we tried to contact contractor to Set Appointment no answer, we left several messages, no one return our call, one week later we contacted AHS, customer service, said AHS American Home Shield called the contractor and no answer (AHS left v-mail) waiting for a call back. Two weeks later still no answer, WE HAD TO contact a repairman to fix the problem; he charged us $175.

We sent an email on their website (Dispute Date: 08/31/20) asking to credit the full amount of the warranty paid $479.88. Shaquel Ryan, AHS Specialist contacted us, she apologized for the bad service and said they will reimbursement the money, today October 31 we have not received the reimbursement, they do not answer our emails and/or phone calls

After, the door oven was damaged by your technician during a service call, then no answer at all from American Home Shield we had to paid from our pocket the repair, then the issue was sent to escalation/issue representative who promised to send us a reimbursement check; we did not received it and after that and so many calls and email not answered we start working with our credit card company to cancel the contract, since we are still working on that we had another appliance repair, our dishwasher wasn't draining completely; so we had to take care of it and we called a repairman, that's two repairs that we have paid from our pocket.

I have used HSA home warranty for 13 yrs in St Louis and had A&E come to our home for repairs time and time again with no issues. We moved to FL 2 yrs ago and need repair on our fridge. We called HSA, which contracted A&E to fix it. The repair man came on Jan 16,2021, diagnosed the issue and ordered the parts. AHS American Home Shield scheduled a revisit on Jan 29 to install, which they never came and never called. They also said on their system that we were not home. This is a total lie. I have a disabled husband and we are home ALL THE TIME. We called several times after the visit window ( 11a - 2pm) and were told they were on the way. At 6:30pm the agent apologized saying that there were no more agents in our area. Rescheduled for Feb 5 (sorry this is our next apt), to which they did the same thing. Never came and never called. Again for Feb 12. Again for Feb. 19 - which should be an apt tomorrow, but when I called today to confirm, I was told that no agent will be in this area and that the next apt is March 1. HSA will not send another vendor because the parts are from Sears. A&E keeps playing schedule games with me. So, as a consumer, I am completely screwed because I cannot get another vendor to come to install the parts and I am without a fridge for over a month now. Mind you, when the monthly draft is due, HSA happily takes the money out of my account. When I schedule a service call, HSA requires a pre payment. What is a consumer to do? My kids told me not to write a review because I could "sound like a Karen". What does A&E care? They will get paid regardless of when they come. Tomorrow or next month. What does HSA care? They get my monthly payment. And you know what? If I decide to cancel my insurance, They will not miss my $600/yr premium AND I will have to start from scratch. So there it is my friends... A sad story of a broken refrigerator and a broken-hearted house wife who just wants people to do their freaking JOB!

AHS - American Home Shield first sent us their sub contractor upon opening a service request. After making several calls and leaving 3 voice messages AHS American Home Shield finally called back after 3 days and said they do not service refrigerators. Then we called back and the sent another company. Same thing after repeated calls and leaving voice messages they gave an appointment. Tech showed up and said he cannot do anything and AHS will not cover anything because it is old Fridge and to call LG directly to see if they can help. Called LG support and they said Fridge is covered and they will send certified tech and he will replace the compressor free they will charge 125 service fee and 250 labor. Called AHS to cover the labor cost and they said they will not pay anything. I asked them to atleast refund me back my 125 deductible I had paid to open the request as their service contractors were not able to repair anything and it was waste of my precious time. They said they will not refund. I said please cancel both my rental property and residential and they said I have to pay administration fees and their retention team will call.
We are 7 people in family with 2 kids and also a 89 year old and had to wait 2 weeks and fridge is still not repaired.
Please stay away from American Home Sheild, they just take your money and put service charge and when it comes time to refund make excuses not to pay you.

Thank you for your response. However, it has taken over a month to get any response from your company! I have tried calling in and the wait time always exceeds 90 minutes. This is unacceptable.

Please review my account. I have had several conversations with your customer service. Initially, when my water heater failed on a weekend, I spoke to Michael, one of your representatives who told me to call a plumbing company if it was an emergency because it would take at least 24 to 48 hours to have one of your contractors come out. He called me later to apologize that I was misled and that he failed to mention that part of the contract. He repeated that part of the contract over and over again when he called me because I asked a supervisor at your company to have the recording of our initial conversation reviewed. Obviously, he was reprimanded and was required to try to correct his mistake by reading and repeating American Home Shield's policies, only taking care of his liability and completely neglecting the problem it created with me.

I am asking you to make an exception and reimburse what I paid. This is an example of a poorly trained "customer service representative" giving me, a customer, misinformation. Your template email stating that "Unfortunately... Your claim has been denied..." is fitting for a company that takes no personal interest in its customers.

Because I have not experienced the great customer service or better response time I was expecting from American Home Shield, I am definitely going to another warranty company.

We came into our contract with American Home Shield with the purchase of our home in 2016. It was added as a stipulation due to the age of the AC on the property and the age of the property itself. For the first year we didn't end up having to use the service. So we allowed it to renew. Which ended up being a major mistake on our part. Our first service call was a couple months into the new contract. I turned the water off in my shower, and the knob came off in my hand. Because as mentioned, the property is old. AHS American Home Shield were cheerful and helpful while they scheduled us with a contractor. The contractor was cheerful and helpful while they scheduled our visit. I was charged $75. The contractor they sent was a nice and friendly gentleman, who was physically unable to do his job. He and I worked around it and I did a lot of running up and down my stairs that day turning the water off and on. He assured me he'd be back as soon as the warranty company approved the part he needed. I waited. AHS called and informed me that my shower had broken not due to age, but do to the excessive force I put on it. What? I legitimately just tried to turn off the water. I asked the lady on the phone what it was that they were going to cover if they wanted to ignore the fact that these things were old. She actually chuckled and told me if I wanted things fixed I should have turned them in during the first year of my contract. I frustratedly talked with her about the fact that the faucet on the front porch had started leaking. She finally agreed to send the contractor back out to fix that without charging me another $75. The contractor proceeded to call me and let me know he was looking for the parts to fix the shower out of his own pocket and he would bring them with him and do the work for free when he returned to fix the outside faucet. The outside faucet was repaired. The shower never was because that part wasn't available and it needed more work to bring it up to a modern standard. But I decided they had fixed something. They had worked with me on the service fee. I'd continue the contract. Then this winter during a brisk freeze the heater died. I turned it in and called to see what timeframe we were looking at. The lady who answered the phone was rude from the second she answered the phone. She basically told us it didn't matter that we were freezing, our kids were freezing, and potentially our pipes would be freezing. She did however make sure I understood that if my pipes froze they would not be covering that. She finally acquiesced to put a rush on the order. We spent a couple days huddled around space heaters. AHS charged us $75. The contractor contacted us and came to our rescue. He was amazing. He got our heater up and running. He spent awhile talking to my husband, who had just returned from Afghanistan. He ended up giving the AC a look over and telling my husband that if we called in the AC come spring and had him sent out he would have it condemned because it was outdated, antiquated, and not worth trying to work on. I was extremely happy. Fast forward to late spring. The AC starts leaking. Here we go. I turned it in. The same contractor company called. I requested the same tech. They agreed. AHS charged me $75. During the wait the AC quits cooling at all. The day of our appointment came. Our appointment time came and went. 3 hours late a subcontractor showed up. He looked at the unit. Decided the inside unit needed a coil and a drip pan. And that the outside unit was missing some freon and was 17 years old. He told my husband that the age was the problem and he would get it all turned in. 24 hours later AHS called to let me know that due to the issues being caused by an undersized unit it would not be covered. Excuse me? Your technician just told us it was broken because it was old. Not too small. She assured me that if he had said it was due to age they would have been happy to replace it. And that if I wanted to dispute it I had the right to, but if the next contractor agreed with the first I would be out another $75. I filled the dispute. Another contractor contacted me and was scheduled. He came out on my birthday. He checked the freon and told me it was fine. He didn't know why the first company had said it was low. He did tell me at that point that he often comes out behind the first contractor and that they don't ever turn things in to be replaced. He looked at the outdoor unit. Agreed it was old. Said it really wasn't small for the house. Did not check the inside unit at all. Said he would turn in the need for replacement due to "inefficient functioning due to age" and that it should be approved by the following day. The next day we heard nothing. The day after I logged in to check the status and it said my appointment was canceled to call the contractor to reschedule. I called the contractor, they agreed they had been out. They had sent their paperwork and were waiting for AHS approval. She suggested I call them. I called AHS and got a young woman who was having trouble communicating with me due to language barrier. She didn't see anything about a second visit. When was it? Who was it? After I gave her this she was "ooooh yes yes I see it now." So I waited. 2 more days of nothing. I call AHS again. Get another young woman that is having difficulty communicating through a language barrier. She reads me the information about the second visit I gave the previous employee, and VERBATIM reads me the exact same report from the first contractor. I ask for a phone number to the decisions department. I speak to a gentleman there who seems genuinely confused when I tell him about the second visit and what I was told by the contractor. He puts me on hold to call the contractor. They don't answer and he tells me they will call me back when they talk to them or if something changes. My online portal continues to reflect that I need to reschedule the appointment that did in fact happen. Almost a week later my husband and I call both the contractor and AHS again. The lady who answers the phone is professional. Reads off a report that says the second technician has reported my AC is under capacity, and that a 5 ton unit was recommended. Will come back to that in a moment. My husband asks again about being told that the unit was past it's self life and she tells him since mechanically it functions it's not broken due to age. We tell her it's not mechanically functioning and hasn't been since before the first tech arrived. Nope. It's not covered due to lack of capacity. I canceled my policy at this point. My portal is still active. Showing an active work order that needs to be rescheduled. So I guess we see how this cancellation plays out. In the mean time I have had a company that I trust come out and look at everything. The outside unit is an appropriate capacity. It is a 3.5 ton unit on a 2,100 square foot home. In our zone that is appropriate. Especially when taking into account the fact that our home is under 3 very large shade trees and the unit functioned without major issue for 17 years. The outside unit needs to be replaced, and the inside unit needs a coil and a drip pan due to normal wear and tear. A 5 ton unit would in fact be oversized on our home causing it to short cycle which could lead to humidity issues and faster wear and tear on the unit. My honest recommendation is to not get tangled up with this company. They will argue with you on repairs. Their customer service is very hit and miss on professionalism. The repairs they did authorize would have been considerably cheaper that the $1500+ I have spent on them so far. It is not worth your time or money.

AHS American Home Shield do not at this point deserve any stars! If you look at reviews from this summer 2020 there are hundreds of complaints with the same issues. I have had american Home Shield for 4 years. In the past they have been great. I have recommended many friends and family members to this company. I am so disappointed with this company I don't know where to begin. I understand that this world is in a turmoil right now. But there is no excuse to the abuse and neglect from this company. In beginning of June I had the unfortunate experience of two refrigerators and my air conditioner going out. They first sent out a person for my refrigerators. He was able to fix one but could not work on the other one because it used a R-290 coolant. Explained he wasn't certified for it. Called AHS again and they gave a work order for Sears 3 weeks later. The day he was supposed to come he called me at the last 5 minutes of my window and said he was running late and couldn't be there for another 2 hours. I sat there all afternoon waiting for this technician. I live between 2 homes because I am my 84 year old mothers caregiver and have very little time at my own home. The tech. Said he would get a hold of his supervisor to see what they could do. Then I received a text that they couldn't come for another 3 weeks. This would set me back almost 2 months. Called AHS sat on hold for hours. Finally got through and they dispatched another company. 2 weeks out. He came out and again he was not certified to work on this fridge. This time I was told it was R-600 coolant. Again called and waited hours. This time I was told to get my own Company. They gave me a number for him to call to supposedly get through immediately. I had to pay the service company out of my own pocket and was told I would be reimbursed. The technician would have to call before he could work on it. He tried and sat on hold for 20 minutes. He hung up said he didn't have time to wait that it is my problem. I called and waited on hold for the number they gave me and was told it was the wrong number and gave me another number to call but was told this is only for technicians. I am sitting on hold as I type now for almost 45 minutes. After an hour on hold only to be hold that a technician had to call. I informed them I have and phone number and contact person with a invoice with the issues. Gentleman (not a gentleman) hung up on me. My air conditioner is another flop. They got someone out within 2 weeks. Was told it was low on coolant and AHS only covers $10.00 per pound for coolant. I spent $180.00 for this. The next morning my air conditioner was having the same issues. Called and waited on hold for hours again. They dispatched the technician out again. This time I was told I need the coils etc replaced and they had to call for approval. Waited another week received a call from the repair company and I would have to pay $850.00 out of pocket. What ever just get it fixed. They set an appointment for the following week. Again I waited 4 hours with a no show. When I finally got a hold of the technician I was told I had to call and approve the work. Why did they set up an appointment if I already said do it? Set up another appointment another week. They came and worked on it for 5 hours. The technician sat down and informed me they would have to go back to AHS because the two systems weren't working together. Called sat on phone for hours again. After another week another company called and said AHS is asking for a 2nd opinion. Another week out. They came out and said it needed a power booster. Has been working fine for a week now. Fingers crossed it stays this way (remember this has been going on since beginning of June and we are now into August. Since June I have clocked up close to 40 hours on hold. Approx. 9 appointments with a window time of 4 hours each. Not to mention between what is not covered and claim fees I have racked up a bill of almost $1200. 00 out of pocket. You can't get hardly anyone that speaks or understands English. If I ask to talk to someone I can understand I get hung up on You ask for a Corporate phone number and no one seems to have one. You ask for a supervisor and you get the run around. But they are so apologetic and understand my frustration. I finally got a supervisor named Leo informed me he would reimburse me $50.00. When I called again after so many problems got Leo again and again so apologetic and would reimburse me another $50.00. But I have only received $50.00 total. Not even close to the time and money I have had to put out for all this. This company does not care anymore

This is the 2nd vendor I have dealt with that is trying to rip me off and American Home Shield does nothing! Since Christmas 12/17 I have had leaks/broken pipes in my drainage and toilet. The vendor contacted me immediately and was here but continually tried to convince me that I need to repipe my entire house! The problem wasn't his focus. Getting me to pay him $1400 was for a leaking pipe in my laundry drainage. He wasn't listening to the 2 issues I had. He never explained anything. Again his focus was on a pending doom of a plumbing issue. I contacted my home owners insurance and AHS American Home Shield sent a claims adjuster. This took 2 more weeks and I never heard a word from him except the day the adjuster was to arrive and he was "worried" and wondered what the adjuster said.(the adjuster and 2 other professionals shook their head because of the blatant lies and price gouging!) I called him after the findings and he has not responded and American Home Shield has done NOTHING to follow up with what is REALLY GOING ON. I have had 2 other professionals here and there are 2 broken pipes that need repaired due to age. Each time I call AHS the hold time is an hour for customer service. All they do is follow their script. I am going to CANCEL AHS! I do not know why I am paying them. I have wanted approval to hire another vendor and they are avoiding the situation because rip off plumber isn't responding to them either. What a joke. You buy this "insurance" and it is money down the drain. I thought it was a fluke when the furnace repair company was trying to rip me off and AHS. They don't know what is going on with their contract labor. They only want your money.

87048
Do not use 6 weeks in and still micro wave is broken. 4 days off work to be home for the technician, still doesn't work! So called home shield and this is what I got. Hi can you tell me when my microwave will be fixed, "no sorry" how long will I need to wait before you just replace it as the technician has been out twice and still doesn't work, " Ummm, we will continue to replace parts until it works" so is there a time frame when you guys just say listen the customer has waited long enough we haven't fixed it so let's just replace it? " no we don't have anything like that" this was the best part... so why don't you send and email wit the suggestion for customer service sake a time frame should be set and once met no matter what we replace the item to ensure the customer has waited a reasonable period without resolve and we need to meet our obligation? " oh we can't send emails AHS American Home Shield don't let us make suggestions" so 6 weeks down and warranty paid in full. Not even a time frame for when the next tech will be out to try and fix it? So I would say if you need something in your life to test your patience and give you something to stare at that doesn't work, but like the occasional visitor to come in and try this is the warranty for you! Otherwise keep your money... and the company could care less... If American homeshield looks at this you can find me I'm in NM 87048 microwave broken. The wording part is they probably have 1000, 00 of us payers who still have broken stuff.

We have had a 2 contracts with them for over 7 years. We've had a few repairs here and there but nothing big. Our dishwasher broke last week right before guests arrived for a week visit. First, we had to schedule an online assessment... seriously? Can't be scheduled until 5 days after reporting the problem (ok, there was a weekend in there) on Tues, 5/4 at 1 PM. Had to call to remind them. AHS American Home Shield determine what was needed and said they'd order the parts. Today, 5/6 at 1 PM - 2 days later - I get a call from the order department to let me know the part won't be in until 5/30? And ends with, ok?

Of course I said no, it's not ok. I would like to speak to a supervisor. She continues - so do you want me to cancel the service? No, I would like to speak to a supervisor. Ends with, I don't have time to argue with you, call the (800) number and hung up.

I called the (800) and spoke to 'John' - off shore rep who was extremely difficult to understand. On the call forever. Finally got to the point where I think he said, they would give me a cash out to get it fixed myself. Not sure what amount that would be since we needed a heating board AND a problem with the top shelf fixed and he said there was no record of any other issue / problem than heating board. So if we move forward with repair they'll send someone 5/30 (over a month after reporting the problem) and they won't be able to fix both problems at once.

We've had minor things repaired over the years without the hoops and barrels. But here's the deal. Their business plan must be - we've had this contract for 7 years and it's likely they might start having issues with appliances, etc. so it's time to move to a different tier of service.

In my experience, the WORST company EVER!
So, two months ago, oven not heating, sent a guy, he yelled at me in front of my daughter, and then, my husband! The oven never did get fixed. The dryer broke, AHS American Home Shield were going to send same company, I said HELL NO, so they sent a different company. The guy BLEW UP our dryer and our electric circuit. Blamed it on our electricity. SO, they sent an electrician, he fixed it. It blew again, the electrician came again, fixed it, looked and said the dryer is melted inside and that it is burned up and the electric is not the problem and that the dryer has a short in it.
I called the owner back and told him the guy he sent ruined the dryer and blew up circuit breaker. The OWNER came and "fixed" the dryer. I did a load of laundry and it BURNED my husbands expensive work clothes. I called the owner, said I was going to call Home Shield. He said I was lucky to have him because someone else would take a minimum of two to three weeks, maybe more, before they would be able to look at my dryer. I told him I was concerned about his guy blowing up my dryer (by the way he didn't know his employee's name, he said he goes through them a lot). A guy at my husband's work said if it had so much electric going through it that the circuit breaker broke and it was melted inside, it would never be the same. So, he "fixed" it again. I did another load of laundry and it BURNED my husband's other expensive work clothes.
NOW, the appliance guy told American Home Shield that he never found any problem with the dryer?! Really?! So, their first guy, over the oven yells at me in my home in front of my daughter and the second guy, who blew up my, still not working dryer, it has now been about a month, said he found nothing wrong with the dryer?! Who are these people they are sending to my house? CRIMINALS? Apparently.
THEIR electrician said it was the dryer. NOW, after calling them for a month, having a shady people in my house, they want to have someone else come to my house. I said I really think after everything you have put me through I should have a NEW DRYER, because your guy BLEW mine up and it WASN'T blown up before! AND for ALL of his HORRIBLE, HORRIBLE inconvenience (just got of phone now having ANOTHER guy come to my house)! This has really added a lot of unneeded stress to my life. UPDATE: THEY SENT AN 8TH PERSON WHO SAID THEY WOULD CALL AN HOUR BEFORE ARRIVED AND SAID WOULD BE THERE 2-6. NEVER CALLED OR SHOWED UP! WORST COMPANY EVER!
Bottom Line: No, I would not recommend this to a friend

I'm super frustrated at the treatment you guys have given me.
I have raised complaints twice for the same problem.
I put pipe leaks in my complaint. The plumbers from Prime plumbing have come several times to my house. The first time the plumber came he couldn't identify the source of the leak. I showed him the damaged ceiling underneath the master bath tub. I also showed him water coming out of my living room floor (concrete slab).
The pressure was checked in my pipes and he said that the PRP value needs to be replaced. There was also a water leak from the water heater.
Anyways nothing got done on my first complaint. The plumber did say that he needed authorization from you guys to get a camera and identify where the leak was coming from underneath the floor. Nothing happened. Anyways I called again and I was told to raise another ticket so I did. Mind you I paid $125 twice to raise 2 tickets for the same problem. Plumber came and I showed him the problems. He said that he will order the parts and he will be back. Then 1 month passes I call Prime Plumbing again and AHS American Home Shield said "oh sorry we fired that plumber and can I tell them what the problem was". I went through the whole story again and they send a plumber who fixed only the water heater leak. I told thr plumber what about the rest of the stuff. He said it's not on his ticket and that I need to put in a new ticket. You guys must be joking or taking people for fools. I have received few months of really high water bills ($800) because you guys cannot get leaks fixed on time. My living room ceiling damage is increasing day by day. We are avoiding the use if the bathtub upstairs which is leaking. Then I call up again and they say your bath tub has a jacuzzi so it's not covered. The jacuzzi is not leaking the bathtub floor is leaking.
I call up again and again several times and operaters just hang up on me. They put me on hold and then hang up. All they say is raise another ticket. When I call prime plumbing they say they did not get authorization for the camera so they are unable to identify the leak underneath the floor.
They also say that PRP valve was not on their ticket. How the hell would I know what valves are called or how to do plumbing. How the hell would I know which pipe is leaking. How the hell would I have anticipated that a camera would be needed to diagnose the location of the pipe.
I'm sick and tired of chasing after you guys. I'm sitting here in my house with water in my living room and a dripping ceiling.
Please get your act together.

The government needs to step in and shut them down! Total fraud. I paid my policy 11 months for nothing! First time I needed service for electrical issues related to my ceiling fan. Lights goes on and off and makes a popping sound. Per contract they're supposed to fix issues within 48 hours from service request. The Gail to do that. AHS American Home Shield kept referring me to the same contractor that's over 45 miles away from me and only services my area once a week instead of finding a contractor from within the HUGE metropolitan area that's only 15 miles away from me!

This company is running a scam! Spent 4 hours on the phone yesterday and was promised another contractor with the condition I authorize another $100 deductible payment which I did. Anyway, this gets done by the system so you guessed right a human cannot change to who you're assigned and guess what? I was assigned the same contractor who's too damn lazy to service my area more than once a week.

Meanwhile they have 100s of contractors closer to me in metropolitan Houston just 15 miles south and the system won't assign me anyone. They SUCK! The trying to cancel my policy was a total nightmare! With a crazy Spanish speaking woman shouting at me like a demon then when I finally get the person who will cancel she told me I would be refunded $48.99. A minute after the phone call was completed I get this email full of bs with an "Amount Due" PDF document enumerating how much I had paid to date plus an administrative fee for cancelling and the total amount I should've paid for remainder of contract and now they're saying I owe them $30. Mind you, I'm on a month to month basis and you can't sue them by the way! Now I'm out of $600 and a faulty electrical issue with my ceiling fan.

American Home Shield fails to live up to their promises. On December 16,2020, my husband and I submitted a service request for our freezer and free-standing Icemaker (which of course gave out within 24 hours of each other). I was pleasantly surprised that the technician was able to come out within 48 hours of the request. After inspection, the technician relayed that there was a short in the ice- maker and the unit would need to be replaced due to the age of the unit. We were told that AHS would follow-up within a day. AHS American Home Shield did not. My husband then attempted to call. During that call he was told that the item was not covered because the problem was "pre-existing". This was in fact not the case because the icemaker had been working for the entire 2+ years we have been in the house. He was then told that we would have to pay to have another contractor (of AHS's choosing) to come out and evaluate. If they determine the same issue they will NOT cover. If something else is determined- then I guess we likely run the risk of starting this game over. We, of course, could not choose our own contractor to come inspect. After expressing our dissatisfaction with this option, he asked to speak with a supervisor and was told that is not possible. The Representative then hung up on him. He tried to call back and was hung up on again. Fast forward some days- I acquire the report from the technician which does not indicate any "pre-existing" language. I attempt to call AHS and get some resolution. After waiting 20 mins, I reach a man who puts me on hold and then disconnects. This happens again. I finally reach a woman who at least seems to make an attempt to help. I was told during this conversation that AHS made the decision that the problem "pre-existed" the activation of the account. Again, this appliance had been working up until the day we called. I was also told that there was another report regarding this appliance that could not be given to me. I asked for a supervisor again and was told this is not possible. There is also no way to email the supervisor. I was told that the supervisor would call me back. I am still waiting.
Per the terms of the contact, this item is absolutely covered. Now I am attempting to figure out how to wade through a murky "appeals process". Additionally, I have can only hope I do not have to go through this same thing regarding the freezer.
This warranty appears to be a scam. We are paying our monthly premium but cannot get any level of service outside of a generic call center script.

Almost 8 weeks of no answer.
I have been paying my home warranty through AHS for over 5 years at 116.00 a month.
As of now, I have paid AHS over $7000. 00!
My microwave broke down and American Home Shield told me that parts are no longer available for it and that AHS American Home Shield would have to replace it. So, AHS gave me a "special" number for the American Home Shield appliance purchasing line. I got a hold of them after long hold times and they told me that their system was down and they would call me back. Got this a couple of times and now they never answer. The "special line" is only open 8 hours a day and the wait time always equals the time left in a day. 8 hour wait time, 3 hour wait time, 5 hour wait time, and then click -gone.
I have called the AHS customer service line and they have been on hold, with me, for hours trying to get through to their special" line but the AHS replacement line never answers. Once we were on hold a total of 3 hours. And eventually -click! In my account online with AHS the incident is closed showing the microwave repaired!
I am starting to think that American Home Shield is a total consumer fraud.
It is coming up on 8 weeks. I will be forced to file a lawsuit for the return of my all premiums as the insurance appears to be worthless. The AHS online chat is gone, AHS does not list an address or email on their site. I have called American Home Shield's corporate numbers that I found online and I can't get through. And in the meantime, they are running ads raking in new customers.
If I can't trust this company with my microwave how can I trust it with my AC or refrigerator?

This is by far the worst company I have ever dealt with and I cant stress this enough, stay away from them. AHS American Home Shield are truly criminals in my opinion and wont honor any part of your contract with them. I had AHS for 5 years and they never fixed one claim (garage door ironically, electrical panels, washing machines, dish washer, everything). I figured out how they scam you after I had repeated claims declined. Essentially, because the contractors relay on AHS for their business, AHS pressure them to give a reason why they might be able to deny the claim and then the use that to do so, even if its not a legit reason to decline it. Furthermore, they then offer to give you a second opinion. However, you have to pay another $100 service fee and then, guess what, THEY DO THE SAME THING! So you are in almost $300 and you get nothing fixed. The example that I use was my garage motor. They sent someone to fix a broken motor and then denied the claim because they said my garage door was too heavy. What? The same door was being used on the same motor for 20 years and it never had a problem. I eventually got the motor replaced after they denied the claim (by the same technician that they sent out. After they denied the claim, he didnt seem to think there was a problem with the door being too heavy!) and guess what? The motor works fine. Honestly, these guys are worst and I am surprised they are still in business given their shady business tactics. Please stay away!

I'm not going to write a dissertation of my 6 months of nightmare with this company. BUT, I AM going to list for you the violations and abuses to which I have been exposed (in addition to the omnipresent 30 to 45 minute hold to speak to a human being at the company). To wit:

* AHS American Home Shield say in the first line of the contract under "Coverage Overview" that "Coverage under this contract includes... malfunctions. Which occur ... insufficient maintenance, rust, corrosion or sediment." BUT, when you file a claim for lack of water pressure due corrosion and sediment in the pipes, they say "We don't cover problems caused by low water pressure" and "It's not covered if there isn't a leak."

* In response to a call regarding the lack of water flow in the bathrooms and kitchen, they sent out a rude, incompetent contractor who broke my expensive vintage chrome gooseneck faucets with porcelain handles and separate sprayers. AHS tried to replace them with $5 cheap garbage flat faucets with plastic knobs and no sprayer. It took nearly TWO months to get THAT mess corrected and get proper replacements for my faucets - which, by the way didn't fix the problem (see the first item above).

* The same incompetent contractors, in order to replace the faucets, turned off my water at the main. Even AFTER I explained in GREAT detail about NOT turning it back on without disabling the sprinkler system because the sudden pressure would damage the system, they ignored me and blew my entire sprinkler system to the tune of $3,500 in repair costs and another $325 in lost water because I was at work and didn't see the problem until I came home to knee deep water in my yard. OH - neither the contractor nor AHS will take responsibility for the damage.

* They sent the same incompetent contractors (after multiple complaints about them) to fix a broken sewer pipe. They did such a slip shod job that now, 6 weeks later, I'm having to pay again to have the pipes fixed. I have refused to allow the previous contractors in my home. I have a new company working on them.

* The SAME incompetent contractors also manhandled my LG All In One Washer/Dryer unit which ceased working as soon as they roughly shoved it across the floor and I now have to have repairs done on that. AHS sent someone out who didn't even recognize the machine when he had just put his phone on it! So far its cost me $135, but it's not fixed and it's been a month. Again, they both refuse to take responsibility.*.

There are simply too many options now to put up with this total lack of service and refusal too perform on a contract.

Buyers Beware! This company is a big scam and needs to be investigated and taken down considering all the horrible business practices it does to all of its customers. Our washer machine broke down over a month ago and American Home shield (AHS) sent A&E Factory Service contractor on 7/10/21 contract # 76850127 & contract # 79736817 on 7/25/21 to fix our washer machine but due to the age of the washer unit, the parts could not be found or ordered and according to AHS policy AHS American Home Shield will be required to replace the washer machine. AHS did not do so and their excuse was we did not receive the diagnostic report from A&E Factory Service. I called A&E Factory Service many times and asked them to please email AHS and send a copy to myself which they did but up to today 8/14/21, AHS still denies of not receiving the report and will not accept the diagnostic report copy I received from A&E Factory Service. So AHS sends another contractor which now says it may take 1-2 weeks for the part to arrive and may take longer if they find other issues. Our washer is still not repaired and this issue has been dragged on for over a month and a half for a family who has to manage a disabled bed bound adult person living with MS and requires this washer machine every few days. We have constantly made AHS reps and their contractors aware of our situation but they do absolutely nothing about this issue. Is this how a company should treat its paying customers? This is called customer abuse.
Furthermore AHS Representatives delete reports/notes from their customers portals to hide evidence from being audited for legal issues. For instance they have deleted 2 other additional contractors besides A&E Factory Service who canceled and did not show up during this past 1.5 months of waiting. It is obvious American Home Shield's main objective is to maximize profit and to be in absolute disregard towards its paying customers. It is a shame that so many customers have suffered and not a whole lot has been or can be done against this company.