AHS American Home Shield

I think this is the 3rd time now in just a few months that our refrigerator's water dispenser stopped working. AHS has sent out contractors-- I won't even discuss the previous issues, but this time, I called the main number and could not get in contact with a human being! No matter how many times I said
"representative", it just kept ignoring me (i found out about an hour after all this bulls--- that the magic word is "agent." If you say representative or anything else, it will ignore you!

So I finally chose the option for someone to call me (when it finally gave that option, at least 15 minutes after holding!), and kept waiting for at least another 20 minutes. I stepped away literally for maybe 20 seconds to let my dog out of her crate, but could hear the "hold music" continuing. When I came back and looked at my phone, there was a sudden missed call from AHS! Meaning, since I had my phone on speaker and never heard any beeps, the way I would have if another call was coming through, that someone basically just called and hung up! So I cancelled the service request online and it said it will take 48 hours to get my refund. I'm still on hold and it is now 5:03 pm. I have been trying to get in contact with AHS since 3:43 pm. THIS IS A SCAM! If I ever get to talk to someone and AHS does not make this right and PROPERLY FIX MY REFRIGERATOR without charging me, I am immediately cancelling and will ensure that my best friend, who is a customer too, will cancel as well! What a terrible business! These are the kind of businesses whose executives are all going straight to hell and I cannot wait for such a day so I can rejoice!

As a property manager (or even a home owner), when you have an issue you should be able to speak to a manager in charge. I called multiple times and waited on hold for a long period of time and finally just gave up. I put in a request for a call back. The person on the other end was extremely difficult to understand and was very impatient and rude. When I asked to speak to a manager I was placed on hold again to wait... when a manager was not put on the phone with me, but the same difficult rep. After venting my frustration and her continuous repetitive answers of a manager is going to tell me the same thing... she hung up on me! I called back and sat on hold for over 30 minutes and gave up. There is nothing on their website allowing you to place a complaint or request a call for assistance for a dispute. If you reach reviews you will also see the numerous complaints of the worst customer service out there! To all who care... if you wish to have coverage of this type I recommend First American Home Warranty. AHS American Home Shield actually have a separate contract for rental homes and the service provides you with your own login and a much better line of communication. This coverage and their approach to assisting you here at AHS is a disgrace and they are simply robbing the American people of their money and presenting false hope of coverage for repairs and immediate service. Their commercials are better than their service.

Below is a timeline of complaints that I have with American Home Shield within the last year of being a customer.

10/17/19: I contacted AHS for a Refrigerator repair 11/2019 with a $79.50 service fee. AHS American Home Shield sent someone out. The guy "fixed the issue" by melting the ice from my freezer and did not replace any parts.

5/4/20: A few months later, in May 2020, I was having the same issue. I set up a service with AHS, again paying $79.50 service fee, and they sent someone out. This repair guy did the same thing the first guy did, by melting the ice, but this time he also ordered a refrigerator part. The new part was replaced on May 12,2020.

7/16/20: Everything seemed to be working until 7/16. I requested someone to come out again for the same issue. I was told I had to be charged a service fee again because it was over 30 days. I willingly paid $79.50 again, to resolve the issue. No one contacted me, forcing me to forfeit the request, so I was charged $48.23 instead of the full amount.

7/28/20: On 7/28, my fridge began to get warm again, and I requested the service. I choose the date 7/30/20 with Whirlpool who contacted me. The man who was assigned said that American Home Shield did not forward along any of my information, including the item that needed repairing or the brand/serial numbers. I set up a date 7/30 with him between the hours of 12-4 pm. I had to take off work using a sick day. I called around 2 PM on 7/30 to find out the status, and they said I was rescheduled for 8/6. I was not notified. So, another week with a broken fridge. I called American Home Shield, and their system was down, so the man could not locate any of my information.

7/31/20: The next day I contacted American Home Shield on 7/31 and spoke with a woman who claimed I was in the system for an 8/6/20 repair. Again, I took off work, using another sick day, between 12-4 PM to wait for a service repair guy. No one showed again without notice.

8/13/20: I called and spoke with a representative, he promised me a full refund for each charge above and requested that I call back 8/16 because he could not cancel my contract with American Home Shield.

8/18/20: I called and spoke with a representative Adrian for 40 minutes. He was very thorough and talked me OUT of canceling my contract with American Home Shield. He said the last representative did not process the refunds correctly, and that he would do that for me and reschedule a different service to repair my fridge. Even though I was reluctant, I agreed. He promised me Sears would come to my home, the next day 8/19/20, between 1-5 PM. I received a text message from Sears confirming that time and date and used another sick day at work.

8/19/20: I stayed patient and waited for the service guy to show up. At 3:43 PM, I received a text message from Sears saying, "Your Sears service has been rescheduled for 9/14 between 8:00 am-12:00 pm. I am sure you can understand how frustrated I felt at that point. ANOTHER month without a fridge? How is that possible.

8/20/20: I called American Home Shield and spent 2 ½ hours with two different representatives. The best I was offered was a refund on the service (previously promised to me) and to reschedule the refrigerator service EARLIER than 9/14 with another company, instead of Sears. That is completely unacceptable. The women I spoke to, again told me that my refunds were never processed on 7/31,8/13, or 8/18 and that she could only refund me $50 total for each inconvenience above. I requested to speak with another supervisor or someone that could help me because I felt that was not enough for what I have been through with this company. I was hung up on after 2 ½ hours of frustration and was not recalled from American Home Shield. Not only was I charged $484.02 to set up a year contract with American Home Shield on 9/10/19, but I was charged $79.50 each time I requested a service that was never repaired. I have lost over $1,000 worth of food since then, and my refrigerator is still broken.

My hot water leaked on a weekend in the middle of winter. I had to get it fixed fast. AHS had no live agents and the automated system wanted me to pay the deductible with giving me any idea if I would be dispatch an emergency service etc. I would not pay for something without knowing exactly and approximate time of receiving the service. I went ahead and did the job on my own and AHS (even though AHS American Home Shield asked me to fax the receipts) never responded not any of the managers when I repeatedly left messages. Wait time for all calls were at least 45 mins plus and 80% of the agents did not understand English very well. They start with apologizing profusely and the lines are generally cut when they cannot solve the issues. VERY IMPORTANT - the only time you get USA agents who are more experienced etc is when you inquire for new memberships - that's where the sugar coating starts. AHS claims generally hide behind offshore agents etc. I was lucky to get hold of a AHS local agent who I only got through when I posed as a new customer, she was very good and tried to talk me out of cancelling my policy and said she would give me some local numbers to call etc. I think the management hide behind bogus email addresses. ( because none of the email addresses published online worked in my case) At the end, I got nothing, last agent tried to talk me out of cancelling again. More embarrassing was I had also encouraged my neighbor to join AHS long before my claim and their hot water went down too. It took AHS almost a week to come and check and they said it would take a further week and a half for repairs. The neighbor kicked out AHS also lost money and they had to pay a couple of thousands to get it done elsewhere. I was so embarrassed because I was the one that recommended AHS in the beginning. AHS has lied to me in my case, did not reimburse any repairs, did not return any correspondence or phone calls. I would never recommend this company to anyone. They might seem the best of the lost but its the opposite. I tried and got short changed badly.
I recently received 2 emails from AHS stating that they want be back. REALLY?

Yes we had this for 20 years. At around $64/month, that's $15,000 they've charged us.

Maybe 4 years ago we had an AC unit replaced. It took a long time; the contractor reeked of marijuana, and the unit was installed crooked. It was the lowest quality unit available at the time. But, it's been working. I doubt the whole service was worth over $3000. We almost cancelled, but did not see anything noticeably better out there. Terrible customer service; impossible to reach an English-speaker person; all around poor experience.

Our current AHS disaster is our water heater. It has been 5 weeks without hot water. Customer service is with barely English speaking persons who have no idea what AHS American Home Shield are doing. The cut-rate contractor they assigned us sent out an uninformed "technician" who apparently did nothing. AHS claimed they would not pay for REMOVAL of the broken water heater. The plumbing company wanted $1350 in "not covered" expenses. AHS claimed they sent a unit to the contractor, then blamed the "supplier." Meanwhile the contractor was impossible to speak to as well. We finally fired them all.

I called a local plumber yesterday and he's installing my new Rheem ater heater RIGHT NOW. The cost will be $2200. He's nice and seems to know what he's doing.

Summary: AHS has taken $15,000 from me over 20 years, did one AC install (super cheap components) and now wants nearly $1500 above their "insurance" to install a cheap foreign water heater.

Folk you're way better off putting $65 aside every month and paying yourself. You'll save money, get better service, and avoid a massive headachel.

First, I want to cancel my plan effective immediately after this month. The customer service has been horrendous since I've been dealing with AHS. It was something I just dealt with due to the fact I needed service requests, but I have reached my last straw with them.

I have called repeatedly since Saturday, and have not got any help at all. My house has been 88 degrees upstairs and 85 degrees downstairs, and I placed a work order online on Sunday and even after AHS American Home Shield advertise 24/7 emergency help A-USA air conditioning was not available. I called about 10 times today to schedule service/get a recall done from my LAST SERVICE THAT WAS NEVER REPAIRED, just to be told that my 30 day period was up on the 20th yesterday so I would have to pay another $75 even though the issue was never fixed. How can that be fair if I scheduled yesterday AND called just to be hung up on yesterday. Today, I tried to escalate the call today twice just to be hung up on the first time, and still charged the service fee the 2nd time.

Also, the vendors suggested are not available until July 1st, so they are basically asking me to burn up until then. Does nobody understand the urgency of an emergency? Either way I am completely sick of AHS, the crappy vendors you assign, and the extremely insensitive and unhelpful customer service. I will be much more happy to go spend my money with a company that actually cares to take care of their customer in a timely manner, and doesn't charge for issues that were never fixed.

AHS' ads, commercials, and promises in their literature are a total sham in my opinion. We waited 7 weeks and counting in miserable heat, and called AHS many times, on an air conditioning system repair that was covered under the policy. There was simply no movement by AHS to fix the problem. We finally had to get a local contractor ourselves, who fixed the problem in 1 week. When I called to cancel my policy, I was polite but the representative hung up on me as I was explaining my reasons for cancellation, which was typical of the "customer service" I received from AHS.

AHS American Home Shield breached our agreement by their refusal to timely approve the work and ship the parts. My 8 or 9 phone calls during that period were met with lame excuses every week, from foreign "customer service" representatives who spoke poor English, and then nothing happened week after week. I used the online process but there is no way to email or contact AHS regarding questions or complaints. So, you have to request a AHS representative, and the sequence was always: apologize profusely-then blame their own contractor-then assure me all is taken care of-and then nothing would happen week after week. The contractor repeatedly said that they sent the required information to AHS.

The contractor also said they could fix the problem the next day if they had AHS' approval, and authority to buy parts locally. But there is a convoluted approval process and AHS insists shipping the parts. In week 3, the AHS representative said all was approved and taken care of, and I didn't need to do anything. Then, as usual, nothing happened. I called back in week 4, and the AHS representative dusted off the week 2 excuses, blaming their retained contractor (40+ miles away), for not sending required information, and stating that approval had not been given yet for the repair. I called in and online reported the initial work order on 29 April 2021, but AHS reset it to 17 May 2021 based on a phone call, apparently to hide the lengthy time delay.

After 7 weeks of sweltering heat in our 2d floor where all the bedrooms are, and after paying AHS over $1,000.00 in total monthly premiums, we had enough and cancelled the contract pursuant to section L2 of the agreement. I'm 64 years old and AHS has been about the worst customer service experience of my lifetime. I deserve a refund. There was no urgency or action on AHS' part but there were plenty of excuses and blame, and meanwhile the warranty-covered repair was not done. Good riddance to AHS.

Since our lousy AHS experience, I've read near identical stories about AHS on various review sites, and have heard many similar home warranty service stories from others, from our bank, and from other contractors. Insurance companies are always a challenge to deal with, but AHS takes the cake. AHS was a total waste of money for 15 months of premiums.

American Home Shield sent a sub-par plumbing service technician to my home that not only did not fix the plumbing issues, he created new problems. American Home Shield sent a sub-par (2 stars on Yelp) plumbing service technician to my home who was unprofessional, left huge messes and not only did not fix the plumbing issues, he created new problems. Sink Faucet: 1. Installed a diverter/sink stop (that does not work) and did not return the water pressure to a normal flow. Shower faucet leaking from head, handle and spout. 1. Replaced a cartridge in the handle, but did not affix the handle correctly leaving a large gap in the hardware. 2. Spout is still leaking and diverter remains broken We informed AHS the work was not completed satisfactorily and shared our concerns about the company's lack of professionalism. The AHS reps said that since the work order had been assigned that same plumber must come back and make the repairs so AHS rescheduled the plumber return. Customer service reps said AHS American Home Shield would call us back with options, but never did. They never offered to transfer the work order to another plumber. This went on for 4 visits and each time the plumber returned he never stayed longer than 10-15 minutes nor he did correct the original problems or the new ones he created. Plumber ultimately refused to complete the work. (This has ultimately cost us thousands of dollars in missed work since we had to remain at the house each time the plumber had to come back.) When we contact AHS seeking resolution, they informed us the plumber has stated that the work required "modifications" that would not be covered under our contract. Since the plumbing technician/company had already been to the home 4 times and each time, not very thorough, this diagnosis was suspect. AHS customer service reps were difficult to deal with and refused to allow me to speak with a supervisor. When I finally did reach a supervisor, he was not any better at resolving my concerns or at helping me resolve the problems. Everything they did/suggested lead to us paying more money in one form or another. We feel we have been victimized by AHS and this plumber who should have been better vetted by AHS. Seems AHS is in cahoots with their vendors and allow them to take advantage of consumers. We did not trust AHS or the plumber to proceed with the work and unfortunately still have broken and leaky faucets.

My refrigerator started acting up. I tried to reach a human being. It was extremely time-consuming. It took 3 days of calling to get to a real person. Prior to that, I tried using the online service to file a claim, but was notified that my policy had expired. This wasn't accurate. Less than a month before the call, AHS had extracted money from my bank account. After speaking to a human, I received a confirmation code and was told that in 48 hours I'd be contacted by a repair provider. 48 minutes before the 48 hours was to be reached, an AHS representative called to explain that AHS had not received a return call from their "vetted and approved" repair service. I stated that I knew a service provider that I new was not more than 10 minutes from my house, that was professional, competent, and honest. The representative told me that unless the provider was vetted, that AHS American Home Shield couldn't authorize a repair. I responded that their corporate policy wasn't a "me" problem, and that the corporate vetting procedure didn't seem to be very effective. The representative told me that my preferred repairman could service the appliance if I'd pay them, then submit my invoice to AHS for reimbursement. I asked how long it would take to be reimbursed by AHS and was told it would take between 14-21 days. I told the representative that 14-21 days was unacceptably long and fell outside of my acceptable guidelines for timely reimbursement. RECOMMENDATION: you'll receive more benefit from your money by using it to line bird cages. AHS counts on policy holders cancelling their coverage. They make their money on those who do so. Stay far, FAR away from American Home Shield and be all the happier knowing that the negative reviews are accurate, and have saved you a significant degree of frustration, money, and peace of mind!

Avoid this company at all cost & save yourself the headache. AHS only uses 1 contractor in my WHOLE state. The contractor is supposed to call you within 24 hrs of the approved service call which never happens you have to call them multiple times just to get them to even come to your home. We've had an issue with our AC since the beginning of the season & AHS American Home Shield STILL have NOT fixed the problem. Their assigned contractor has been to our home multiple times after we made the same complaint of no cooling in our home…4 service calls later they "discovered" we needed a new condenser which was the problem all along. After being billed for EACH service call and for Freon that was never the resolve anyway. I have called AHS multiple times from May to even as of yesterday tor a status update on our repairs only to be told each time please hold while they call the contractor…each time it's a new story on why this has still NOT been handled. I have requested to speak with a supervisor MULTIPLE times to be told they will have someone call me and it will be escalated & no none ever calls back. They DO NOT respond to calls and or messages you leave for a status update. We are about to be in August we have central air in our home & 2 children with bad asthma that I have had to find alternatives for cooling my home to prevent them from being triggered due to the humidity in our home. I can't go to another company as they will find the issue to be pre-existing. I have paid for the warranty in FULL for the year & been jerked around. If I knew what I knew now I wouldn't have signed up with them they are HORRIBLE to deal with & know nothing about customer service. Their reps are RUDE & condescending as if I haven't paid for service they have negated per obligation of my contract for them to complete.

My experience with AHS has been 100% unsatisfactory, frustrating, and costly. I have been trying to get a dryer repaired for almost 2 weeks. The assigned service company (AirKool LLC in Houston, TX) did an initial assessment but has not responded since. AHS will not respond or provide any information. The call center staff mostly speaks only broken promises call-backs that never happen. I have called 13 time and have absolutely.
Avoid American Home Shield at all costs. Although it is the largest home warranty company and advertises effectively, including posting many many positive reviews of itself online, it is the worst for honoring its contracts and for customer service/satisfaction. In short, the company is borderline fraudulent.

This is from a Washington Post expose of unethical home warranty companies:
"American Home Shield also hires contractors that are either unlicensed, under delinquency, or permanently closed by their local state.
WJLA-TV has reported on a case in which American Home Shield refused to pay for replacement of a clothes dryer that caught fire, on the ground that the local fire department had removed the dryer from the home when responding to the call. WJLA-TV repeatedly attempted to contact American Home Shield about the incident, but received no response.
This is from Consumer Reports' review of home warranty companies:
"Of the four companies we reviewed, the highest complaint generator by far was Memphis, Tennessee-based American Home Shield, with 4,660 complaints as of mid-June. Of the 44 reviews customers posted on the BBB website, 41 reported negative experiences with the company. Of the four companies we reviewed, the highest complaint generator by far was Memphis, Tennessee-based American Home Shield, with 4,660 complaints as of mid-June. Of the 44 reviews customers posted on the BBB website, 41 reported negative experiences with the company."

Can one actually give a negative star review? American home shield customer service is almost as horrible as their actual fee for service.

Attached is an excerpt from the actual contract for air conditioning coverage:
AIR CONDITIONING
COVERED ITEMS: All components and parts of the following air conditioning systems: Ducted central electric split and package units Geothermal Evaporative coolers Wall air conditioners Mini-splits. When repairing or replacing a Covered Item, if such repair or replacement requires component or part upgrades to maintain compatibility and/or compliance with SEER (Seasonal Energy Efficiency Ratio), HSPF (Heating Seasonal Performance Factor), or refrigerant standards, AHS will cover such upgrades and will also cover necessary associated upgrades to duct connections, plenums and indoor electrical lines up to and including the disconnect. NOT COVERED: Outside or underground piping, well pump, and well pump components for geothermal and/or water source heat pump Window units Water towers Humidifiers Dehumidifiers Chillers, chiller components, and water lines Portable units.

This clearly identifies coverage and specific exclusions from coverage.

At the front of the contract it states which clearly defines that the specific pf coverage are defined within the body of the contract.

A. YOUR AGREEMENT
1. Your Agreement with American Home Shield ("AHS") consists of:
A. The Account Summary provided to you by AHS; and
B. Sections A-E of this Home Service Plan along with other sections that pertain to your selected coverage.
2. Your Agreement with AHS includes only specified coverage for the systems and components ("Covered Items") stated as covered in your Account Summary, and is subject to the limitations, exclusions, and provisions set forth in this Home Service Plan. So you understand your specific coverage, please read your Agreement carefully. "You" and "Your" (upper case or lower case) are references to the person who has entered into or been provided a Home Service Plan agreement with AHS.

This contract is clear on inclusions (i. E. All components and parts of the following air conditioning systems: Ducted central electric split) and exclusions of said systems (I. E. NOT COVERED: Outside or underground piping, well pump, and well pump components for geothermal and/or water source heat pump Window units Water towers Humidifiers Dehumidifiers Chillers, chiller components, and water lines Portable units).

After well in excess of 2 hours on the phone AHS American Home Shield are denying coverage of a portion of the air conditioning systems: Ducted central electric split although it is contractually clearly covered as it is not specifically excluded. So this is the 2nd time that a covered item has forced me to spend out of pocket to repair something. Avoid American Home Shield at all costs as they will put you through the endless circle of red tape with promises of a call back by someone in a supervisory position, which may or may not actually understand contract language only to never call you back and to deny payment. This is theft by deception pure and simple. The components are even actually publicized on the website as covered components.

Put in a service request for our Refrigerator Ice Maker July 2020. AHS sent out a Sears repairman 2 weeks later, he ordered a replacement Ice Maker. Three weeks later I had to call AHS to get Sears to come back and put in the new Ice Maker. The replacement Ice Maker was not the problem. After a couple weeks I called AHS again and told them the replacement did not fix the problem. AHS then called another repair company, two weeks later that repair company came out and diagnosed the problem as bad door seals. A month later I am still waiting for this repair company to get the door seals in and make a repair appointment for me. This morning, Sept. 10th, AHS American Home Shield finally called and said 1/2 of the parts order had come in, but they expected the rest of the parts in early next week so they made an appointment for next week to make the repair. I have called AHS 3 times in the last month to find out what is going on and when the parts would be here and when the repairs could be made. Each time I called I was put on hold, with hold times being 1 hour to 1 hour and twenty minutes. I left my call back number each time. Each time I got a return call and the Customer Service person assured me if we got cut off he would call me back, each time I was put on hold for 15-20 minutes while they supposedly called the repair company and the parts company, each time I was hung up on and each time I got no return call. WTF. Terrible Customer Service. Three months now waiting to get Ice Maker fixed.

This is the WORST company EVER! Do NOT GET A HOME WARRANTY from them! It's a big, FAT Scam! AHS American Home Shield ALL are!

They lie through their teeth and make a thousand promises to get you buy their BOGUS plan! They do NOT cover ANYTHING! They initially told me that my service calls would be $45. The first time I called they denied that and it was $100.

They send contractors to your home that will ALWAYS tell you "American Home Shield doesn't cover that" and yet each time I called AHS I told them the problem and they guaranteed me it was covered. It never has been! Each time the contractor came to my home, they would say "but we can fix it for an additional $500 or $800 or $1,200.

It's a SCAM people! You will be throwing your money in the trash! They have deals with the contractors! One of the contractors told me he had never replaced a toilet in the 7 years he's been with American Home Shield. And yet they told me if my toilet couldn't be fixed, they'd replace it. Not ever going to happen! They will then keep your $100 service charge and get business for the contractor who is already in your home and will promise to fix the problem for hundreds or thousands of dollars more!

Don't fall for it! They are ALL scams but American Home Shield is the absolute WORST and Choice is a close second!

Then I canceled my plan on Monday, (and NO ONE there speaks clear English. I know SHOCKER right?!?!?!) and they had the nerve to charge my credit card again and told me there was a cancellation fee!

I am not stopping until these companies are investigated and shut down!

They are getting rich and doing NOTHING to help home owners! RUN, don't walk! Get far away from these slime ball, lying, no good scam artists!

Often people here on LinkedIn call out companies with excellent performance, excellent customer representatives, and excellent customer service. This is NOT one of those posts.
This post is an outright warning – DO NOT USE ‘AMERICAN HOME SHIELD' (AHS)! Again, DO NOT use ‘American Home Shield' (AHS). Run completely in the opposite and other direction. Do not talk to them about home warranties.
Why? Because in my experience across this past year, AHS does not honor their contracts.
Their Service Representatives are barely able to comprehend the urgency of an emergency. Let's take my current situation for example.
• Friday night my water heater expansion tank burst in the attic, hundreds of gallons poured out across the attic floor, water leaked through attic floor into the ceiling and light fixtures causing electrical shorts, and flooding the main floor of the house and ruining a Persian floor rug.
• As water spread further in the attic further power loss was experienced, electrical shorts from the water.
And this is what the AHS Service Rep told me; we have 24 to 48 hrs. To respond to your needs. I cannot get someone out to help. That my friends and acquaintances is an absolute exact quote. Unbelievable.
And more to this story is the back-story. The same water heater expansion tank burst in March of this year. Yes, flooding my attic, ruining the ceiling below it, and shorting the electrical. Hmmm! See a pattern here? The ‘then' plumber requested a new water heater, not just the expansion tank. AHS did not approve. AHS American Home Shield only approved changing the expansion tank.
So, here we are yet again with JUST MORE DAMAGE. And what you may ask is AHS doing about this matter. Absolutely nothing. I am at 21 calls, over 20 representatives and still no resolution.
Take a moment to read AHS' online reviews. Look at the BBB for example.
• (https://www.bbb.org/us/tn/memphis/profile/home-warranty-plans/american-home-shi...⇄ /> The BBB will not accredit AHS. These are just the AHS closed cases: 14,780+ complaints in last 3 years. 6,725+ complaints in last 12 months. How many are still open? I dare say into the 6-7 figures of complaints against AHS for failure to honor their contracts, failure to provide adequate repairs, and failure to provide adequate replacements.

There are thousands upon thousands of complaints across a multitude of review sites – each one stating ‘how BADLY AHS treats its customers', ‘how badly AHS does not respond to customers', and ‘how badly AHS just ignores its customers' – even though we have contracts with them.
A very enterprising lawyer firm or even an entrepreneurial attorney has the makings of a massive and very winnable CLASS ACTION LAWSUIT against AHS, in my humble opinion. Sign me up as client number One! And I do not understand why the Federal Trade Commission or the US Attorney's office is not investigating this company for its, again IMHO, fraudulent activities.

And just a little bit more for reference, there have been other calls to AHS (by me).
One specific: My refrigerator went out last year, well just the ice maker. It was fixed and replaced 5 times alone across 7 technicians visits with new ice makers, sensors, and fans. None of them could get it fixed. Finally, a competent refrigeration company diagnosed that the compressor was causing the issues. Yes, it was a Samsung – a company whose products I will never purchase again from other related appliance failures (reliability is horrendous). Look it up online. By I digress…. So back to the story. Seven (7) technicians later over 4.5 months, I finally get an email and a call from ‘someone' (Mari Dinkel), says he is in the AHS Executive suite (oxymoron here) to apologize. I nearly fell off my chair laughing my buttocks off. They finally sent me a check to buy a new refrigerator. Why, because they were too lazy, too incompetent to replace it themselves.

In conclusion – DO NOT USE THIS COMPANY. Again, DO NOT USE THIS COMPANY! Why? Everything they have stated to me have been across all my service requests have been lies, mistruths, misdirection, and avoidance of fixing the problem. AHS representatives, like its CEO, Rex Tibbens, do not care about you as a customer. They care about taking your money, lining their corporate pockets, and screwing their customers. Period. That is my honest and unbridled opinion of AHS.

Folks, you are much better off putting your money into a monthly savings account or mutual funds, collect the interest and use those funds when things break. Save your money and avoid this company.

#warning #donotuse #donotuseamericanhomeshield #americanhomeshield #frontdoorinc #SVMHoldingCorporation #warningwillrobison #Liars #cheats #incompetence #underhanded

Y HVAC unit went completely out on July 12,2021. I went on the AHS website to request service and paid the $75 service fee. AHS assigned a HVAC contractor, who was 2 hours away from my home. The contractor showed up on 7/20/21, and tried to diagnosis the problem without access to the inside of my home (did not call to ensure I was home). The contractor was very rude and extremely unprofessional. I filed a complaint with the BBB. I called AHS immediately and AHS American Home Shield sent out a local HVAC contractor. The new contractor came on 8/4/21. The problem was a bad compressor and possibly a coil. The unit is 12 years old. Here is where the problems start. The HVAC contacted AHS and was told it would take 2 weeks for the part to come in. On 8/17/21, my husband contacted the HVAC company to see when they would be able to come and repair the unit. We were told that AHS was giving them the "run around". My husband then called AHS and was told the part was on the way but couldn't give an ETA. My husband called back the next day and was told the part had not been ordered and tried to blame the HVAC contractor. The HVAC contractor told us they have been on hold, with AHS, for 5-6 hours. We live in the South and have 90+ degree days most of July and August. Luckily we do have 2 houses and had another home to go to. As of now, we decided to replace the HVAC at our own expense. We continue to get different answers from AHS. I have already filed a BBB complaint and will be filing a complaint with the GA state's attorney general's office as well as the GA Consumer Protection Commissioner. If I can ever get someone, at AHS on the phone, I will also be canceling my plan with them.

On July 6th, 2021, I called American Home Shield to cancel my current contract. On the same day, I received an email back from the AHS Cancellation Department confirming my contract cancellation. An attached letter from the email, states that owe ZERO. On July 25th, I received a notification from Privacy.com that I had decline notification from the credit card that I previously used for American Home Shield and then canceled the number after I closed the account. Subsequently, AHS American Home Shield called my wife's phone and said we owed the amount of $60.90 for our monthly payment. I then called them back and reminded them I had canceled the contract on the 6th of July and received notice that I had canceled the account. They then put me on hold to "confer with management" and never came back to the phone. I tried to email them, however, they don't have a customer complaint email listed on their website.

Eventually I filed a complaint with the Better Business Bureau to which they finally responded, "there are no additional payments due. Mr. Nece no longer has any active contracts with AHS listed in our system." After that response, they tried to charge my credit card (which is closed) TWICE. Clearly, they can't even figure out their own automated system and have no intention of fixing it. If you try calling them, the number they list goes nowhere besides a support desk associate who puts me on hold for hours or just hangs up after I ask for management. I even asked for Lynn Schroeder (who responded to the BBB complaint) by name and I got nowhere. Clearly, AHS has no intention of letting you call someone who can actually resolve a situation like this. Instead, they hide like cowards behind a maze of a telephone tree, non-responsive emails, and automated response to include the one to this complaint is a nearly word-for-word copy of each response.

I strongly suggest AHS completely rethink its customer service strategy. Making a person who has a grievance wait on the phone for hours on end without an answer and not having a listed customer complaint email on their website is completely unsatisfactory. I would wager most customers wouldn't go through the trouble to file a complaint with the BBB, therefore, there are countless screwed-over customers that are never heard from. For a customer service-based industry, that's just repugnant and completely unacceptable. I would say they should be ashamed of themselves, but it's clear from their responses (or lack thereof), that they really don't care, just as long as they get paid.

Not worth the money and it's a huge hassle to use. If you need to call and speak to a representative AHS American Home Shield ignore your questions and comments and read off a script. I had a technician assigned to fix my washing machine, he took three days to call me, made an appointment and didn't show up in the 4 hour window, or call, or text me.

I left to run errands and then he called and wanted to come, two hours after the window. I wasn't home and told him so. He told me he is too busy to let his customers know when he would be there. I told him I am busy too and to cancel the request. I then had to call AHS to do this. The repairman was very rude and I will not allow him in my house.

I called AHS. The young lady I spoke too said I had to cancel with the contractor. I said I tried to and he said I had to call AHS. She said she would call him, then she said she couldn't get through and the voice mail was full so I would have to call him. I said if you can't get through how can I? I told her to escalate the call to a manager, I then sat on hold for 45 minutes before the line dropped.

I called back, next person said she would cancel it and I'd see the money back in 5-7 business days. I haven't seen it. I asked her to file a complaint and have someone contact me, of course I haven't heard anything.

I asked the representative multiple times if I would hear something back from my complaint. She wouldn't answer me and kept saying "I understand you have a problem with your washing machine." It didn't matter what I asked her, that is what she replied.

Now, I guess I have to either eat the $100 or call them back and descend again into the pit and abyss of hell of calling AHS.

So, my advice is run, run, run, do not give these people any money. You might as well have a bonfire in your backyard and toss it on there.

My water heater suddenly not working on Saturday morning. I called AHS. AHS assigned Drainco Plumbing and I paid $75 services call. I waited. Nobody call me. I called Drainco many times, nobody answer. I check consumer reviews. Drainco has very bad reviews (1 star). I called AHS on Monday. AHS assigned another plumber call Plumbers Inc. Again I have to call them to get an appointment. AHS American Home Shield also have very bad reviews. The plumber came out on Tuesday. With less than 2 min. He said my water heater is missing couple parts and it needs to be replaced. The cost is $2350 (I know it should not cost more than $1000, because I did it in another house). He doesn't think AHS will cover the replacement and he will report it to AHS. Then he left. I called AHS. AHS said since you have missing parts, the insurance won't cover. You only have 2 choices, either pay the $2350 to Plumbers Inc to replace it or AHS will assign another plumber to inspect it, but I will be charged another $75 service call again if the 2nd plumber say the same thing as the first plumber. I said I don't trust AHS plumbers any more. I feel this is a scam. AHS plumbers will make up a reason that the insurance won't cover so they can charge the customer more money and AHS is happy they do that so that AHS don't have to pay for the service. If I ask for an 2nd plumber, he will say the same thing and I'll pay another $75. So I call up couple other plumbers, both of them said there is no missing parts, it is just the ignition part need to be replaced, but since water heater is very cheap now. It is cheaper to replace the whole unit than fix it. One plumber quoted me only $950. I went with him. He replaced it with coupe hours. I tried to talk to AHS to get back my $950+$75. Their response is it is not covered by the insurance (even on the contract said water heater is fully covered). Therefore I believe AHS is a scam. I'll tell all my friends don't buy their insurance. It is waste of money.

Two weeks ago, I had an issue with water accumulating on the step in my garage, just outside the door leading into my house. I used towels to dry it up and a few hours later there was the same amount of water. I used the AHS app to request service. I thought it was a plumbing leak, so AHS American Home Shield sent a plumber over from a company that does both plumbing and AC, two days after reporting the issue. By this time I have used every towel in my house and dried them several times. The plumber said this is some sort of condensation leak from the AC, which he couldn't help me with. So AHS had to rewrite the request as an AC problem. Two days later, a young AC tech came over from a different company. He confirmed that it was a condensation leak and even showed me where the water was coming down inside the back of the wall unit. He said I had a broken evaporator coil and would need to order that and he would be back in three days, after the holiday. An hour after he left, the temperature in my house rose 10 degrees. The air never kicked back on. I called the guy back and turns out he didn't put the panel back together properly. When he showed up, he still couldn't figure it out. He video chatted with his father, who owns the company, and they finally got it working again. With 117 degree temperatures here in Las Vegas, the next couple of days, my AC struggled to maintain 75 and stayed on all the time. I called AHS back and asked them for a second opinion. They told me that would be another $75 charge if they had the same diagnosis. But if I canceled the first company, I would get a refund and they would start over. Because of the other company's incompetence, I jumped on that. They scheduled a new company to come out on the two week anniversary of this problem. In the meantime, my dryer is getting a good workout. Later the next day, the temperature in my house was going up, so I called AHS to expedite the issue. They assured me someone would call me back within four hours to schedule a new appointment. Several days later... nothing. I called AHS to ask when the new AC tech was coming. They told me everyone was fully booked. So, I said at least I still have someone coming tomorrow as originally scheduled. But no! They canceled that the moment I expedited instead of waiting to cancel until a new company was found. Brilliant! Now I have nobody coming and my garage is still flooding. For the most part, the AC has stayed at 75, except for a few hours during the afternoon when the outside temperature spiked. I was surprised it was working at all with a cracked e-coil. They also told me I would owe $80 a pound for eight pounds of freon, because I'm still using the old freon which they conveniently only cover at $10 a pound. Anyways, after they told me they canceled the contractor, I asked to speak to a supervisor. I did ask where they were located, because I could hardly understand the thick accents of the people I was speaking to. She just said offshore. AMERICAN Home Shield? I was told the supervisor would call me back within the hour. That was five hours ago. If this is the best warranty company out there, then I'm screwed if I want to go try and find someone better. Two weeks and I am still at square one.