American Home Shield

Worst Company ever, their practise border on fraud.

I have been a faithful customer with AHS for 4 years but in the last few months I have had 2 issues that took over 2 weeks to get fixed. I just learned that AHS requires the companies that they assign your problem to have to order the repair parts from AHS and they never send anything out immediately. My washer took a month to get repairs and as of today my dryer, after 2 weeks, still hasn't been fixed. When a request for a part comes in it should go out overnight for what I am paying AHS monthly.

Our hot water heater broke on the coldest weekend this winter and contacted AHS. They sent a plumber who determined it needed to be replaced. Instead of allowing the plumber to get the correct heater in order to quickly resolve the problem, AHS's policy is to put in an order for one to be delivered. Four days after our initial contact, the heater arrived and it was faulty. AHS said that it was now a warranty issue and it was up to us to get the replacement from the manufacturer. We would also be liable for the fee to get the plumber back in. We told the customer service representative that we wanted to speak to a supervisor about this and was told that we could only speak to one once in a 24 hour period. Since we already spoke to one today, we would have to wait until tomorrow. Needless to say after a week of long phone calls and no showers, we are still waiting.

This company is horrible, there is not customer support have been on hold for more th 15 minutes over the last two weeks!! Still no communication I am paying for absolutely no service.

American home shield is a terrible company. They do not honor the terms of you contract. They claim that items that can be repaired will be replaced but in reality this only applies to smaller lower cost items. It takes a very long time to get someone on the phone and they never resolve any issues. There is no follow up after a service call and when an appliance isn't repaired properly, they just keep sending the same company regardless of the results. My AC unit has been out for over 2 months, the company they sent never fixed the problem never even diagnosed it properly and never came back to finish the job. They came several time with no results, yet AHS insists on sending them regardless of their poor performance and won't allow for another company to come.

I have had a contract with American Home Shield for years! Put a call in for service on my heating unit. They said they sent the repair to their contractor and they would be contacting me in the appropriate amount of time. They never called so I called them. So far 3 appointments no one called and no one showed. Called them on Monday afternoon and was told they were running behind but would definitely be here today. They never called never showed. I called at 5:00 PM only to get a voicemail. It said to leave a message if an emergency so I did. Never got a response so I called Tuesday morning and was told appointment was now on Friday. No one called to tell me that but said the technician called yesterday and got no answer. I have NO missed calls or voicemails on my phone. If they don't want to fix the unit just say so!! Two days before Thanksgiving no heat! I have paid someone to wait on them and spent $200.00 on space heaters only to be told "we are sorry". I am so disgusted with AHS and I am shopping for a new home warranty!!!

I have had AHS for over 5 years. I have used them less than 10 times. My dishwasher broke and flooded my home. I ended up paying out of pocket for someone to come because AHS would never answer the phone. I held 2 times for over an hour only to have someone pick up the phone then hang up. They did send out a repair service only to tell me they would not replace my dishwasher, which is 13 years old. They would give me $80 toward the purchase of a new one. The thing flooded my house, I don't want it. I have been trying to cancel my service since last week and have held an unbelievable amount of time. Finally reached someone and was told I needed to speak to retention. I asked to speak to manager or supervisor and was told they couldn't help me. I could only speak to retention. I have been holding for 2 hours!! I have sent 2 emails with no response. I am so frustrated!

Third time we had to call them and never could get anyone out. First time air conditioner went out in middle of summer, filed for service and no one ever called or came out. ended up having to pay out of pocket , $1800 to get air fixed. I filed a compliant with them, and believe me it was lengthy and took a lot of time, after about a week they told me they could have got it done cheaper that I overpaid, gave us a $600 refund, only after we got someone who we knew, someone connected with on of there regional sales guys who had to make some calls for us did we even get that. Very disappointed, beware do your research fully , it is a scam. Second time , air went out in our second air conditioner, (had a string of bad luck), same thing, we filed for service, no one came out, we called the regional sales guy who made some phone calls, finally got someone out and the guy came from M[redacted] in Birmingham AL, he was rude , and just the way he treated us was like he was just tense and mad at us. Third time , my hot water heater got a leak, this was the most recent, so we filed for service, and got a response that [redacted] Plumbing Service would contact us within 24 hours, (well that's not good because I had a leak). I got an text from and 800 number stating they would be out December 2, and then immediately got another text stating that it was canceled . I never heard from anyone else, and since I had a water leak , had to make other arrangements to get the leaked fixed.

American Home Shield is the worst company I've ever dealt with. In 28 years of service to our country, 15 moves, and several similar companies like AHS "caring" for our homes, I'm done with them. I had to replace my air conditioner unit after going with another local AC company in GA for a second opinion. AHS didn't have a "second opinion" company what they authorize because no one wants to deal with them. There was only one company that would work with AHS and their office was 5 hours away. T[redacted] Air Care was awful too, missing appointments completely, being late and misdiagnosing the problems with my old unit. After six visits by T[redacted] Air and ~$2K worth of "fixing" the unit, I was done. They wanted another $800 to repair. Other company came in and said unit was beyond repair with many leaks. American Home Shield would not listen/help with AC replacement costs even after I reached the headquarters in TN. Worst customer service I've ever experienced. STAY AWAY FROM AHS.

I just literally spent 1 hour and 23 minutes on the phone with AHS. I just bought a new home and my agent covered me with them. I needed heating repair and they assigned me a company that was incredibly rude. The person called me and literally told me when he was coming without even asking me what my schedule was. When I told him it wasn't ok with me, he then told me he would call me back to reschedule later. I asked why we couldn't do this now, as we were speaking already, he said no, he would call me Sunday to schedule for Monday or Tuesday. (It was Friday that he originally called).
Uncomfortable with this behavior, I called AHS to ask for another company and that I would not be comfortable with the one they had assigned coming into my home. They said that they were unable to do that, asked if it was just the scheduler and not the service person and that they would need to call the company. I informed them that they can call the company if they wished but that I was not ok with them coming into my home. The next HOUR was me asking to speak with a supervisor when all I wanted was to have another company come.
This was unbelievable ... the customer service stinks. As it stands, after an hour of insisting, they were able to cancel my appointment with the original company and scheduled me with another. By the way, this will be 5 days since my original request for service of heating....

I will be waiting a phone call from a "supervisor"...apparently they are too busy to speak to customers on the phone immediately. Perhaps too many complaints?!?!?!?!

Horrible, horrible service! My client has a 26 year old air conditioner that AHS says does not have a leak, but they continue to charge it. We hired an independent contractor at our field representative's suggestion and lo and behold...there was a leak! But, AHS said they still had to have it proven by their hired contractor. They came out and found a leak (of course this is after my client paid to have the independent inspection!). They attempted to fix it and broke a bolt and now the leak is worse. The contractor said he could replace the coil and fix it. My client called me this evening and the AC is no longer working. He was on hold for over an hour and finally hung up. And on top of this it took 6 weeks to receive a return call for an electrical issue he has with a fan. RESOLUTION: My client paid for a warranty and the AC is not working, it is no longer fixable and he should receive a new AC unit ASAP and compensation for the service calls he was told to make and for the continue cost of the charges to the AC.

We have been AHS customers for three years since we purchased our home and have had to use their service several times. During the first year or so we had to have a couple of items replaced/repaired and albeit the process was often slow they did complete the service. However, in the past year or so we have found the quality of the service providers they assign to us to be exceptionally poor. Several of the contractors they work with have been rated and F by the Revdex.com. Our last experience was the worst. The contractor they assigned was rated F by the Revdex.com.org. I called and asked for another contractor but they denied my request. It took the contractor a week to show up to look at the leak in our shower which was behind the wall. The took a picture and said they would have to order a part. They scheduled a return for about 10 days out and didn't show. Their office called to say the technician had "called in" and they rescheduled for the following morning. They did not show on the second day again. The technician himself called to say they had gotten the wrong part and said that he had not called in the day before, I was simply not on his schedule at all. So I had to wait over a week for them to schedule another appointment to return. Again they did not show. I called American Home Shield after each missed appointment. They assured me the contractor would come out to complete the service. I began requesting that they simply assign someone else to come but they again denied my request. They said they would transfer my problem to their contractor relations department. Again I was told to make another appointment for the contractor to return to complete the repair. I waited beyond the 4 hour window as AHS contacted the contractor directly and was told they would still come to my home later that day. The did not. I again requested a different contractor. Nope. Needless to say I was assured by AHS that the contractor would come on the 5th day. Nope. I made several calls to AHS and let me just say that it is virtually impossible to talk to anyone beyond the initial customer service person. If you have a problem it is next to impossible to get it escalated and resolved. Some of their service people actually seemed annoyed at me for calling them to complain. After 5 missed appointments I was finally able to get them to schedule an appointment with another contractor. Unfortunately that contractor also did not show up! After that I told them I was not going to work with another of their contractors and they authorized me to use a licensed plumber of my choice and amazingly within the week the faucet was repaired. I have yet to be reimbursed by AHS for the cost of the repair.

So, my major complaints with ASH are that the quality of the contractors they work with is extremely poor, their customer service department is horrible and the ability to get help when their is a problem is virtually impossible.

American Home Shield is the WORST home warranty company in their field! I have had a broken washing machine for almost a month. Now, 3 technicians later, they are telling me that I need a second opinion after the last technician said my washing machine was not repairable. Their customer service stinks! I have been left on hold for very long periods of time and hung up on several times. I don't recommend this company to anyone. STAY AWAY and SAVE YOUR MONEY!

American Home Shield (AHS) has horrid customer service. I was up to date on all payments for a home warranty and I called them for a plumbing issue for my home in the Los Angeles area. The first plumber they sent took three days to call to set up the appointment. They showed up and found a bad whirlpool motor. They said they would take it and return with a repaired motor in 2 to 5 days. After a week and a half I called and they said they could not fix the motor and would order a new one. After another week and a half I called again and they said it just arrived. They installed it while I was away from the house. I did not check the work and after a time I found that they had installed the same, broken motor. I called AHS and they said the motor was under warranty but I would have to pay again for a service call. This time the next plumber (I did not want the first guy back) did not show up and called after the fact to say the truck broke down. I called AHS and requested a new plumber. They said one would call me within 1 business day. I waited two and a half days and did not receive a call. I spent almost 2 hours over the next two days on the phone (mostly on hold) with AHS to request a refund since they could not honor their contract. They said that they were due a 30 day office fee for any cancellation and since I was on a month-to-month contract I would not get a refund. This is one example of my typical experience with AHS. You are better off finding a tradesman on your own based on local Yelp reviews. It is cheaper and my reliable.

American Home Shield Review: I had American Home Shield for several years and was called by another company, American R[redacted], who told be they would save me money and give me the same service. I was lied to from the start. I had excellent service with American Home Shield, and going back this month. Anyone shopping for a home warranty, I recommend American Home Shield. They were excellent. It was my mistake for leaving them. I saved nothing. I'm happy I'm going back with American Home Shield, they are a company I can depend on if that need ever comes.

I have been a member of AAH for nearly five years. I submitted a service request on November 28, 2016, reference my refrigerator ice maker that does not work properly. Two different service contractors have been to my home to analyze and/or repair.

As of January 6, 2017, I still have the same problem with my refrigerator ice maker and have not heard from American Home Shield as to what or how they plan on handling the situation. They have not followed back around with me. I have called AAH at least six times, only to be left on hold with unappealing loud music playing in my ear for over an hour on all six occasions. Me being on hold would have lasted longer if I had not hung up the phone.

I am on hold with AAH as I write this review and what I just heard was, "Your call is important to us." How is that so when they do not answer the phone or return your call. I am a reasonable person, and I realize businesses get busy, but let me remind you that my service request was submitted on November 28, 2015. That was 39 days ago.

Another false statement that was made on the automated recording is that following the submitted service request, you will be contacted by a service contactor within 24 hours via email to confirm a mutually agreed upon date to come out.

My question then is why would they advertise something that they are clearly are not currently capable of undertaking, and why do they not return calls or answer the phone.

This is unacceptable service and the complete opposite of their commitment and agreement. Honestly speaking, I am uncertain how this company has been the recipient of several industry awards ranging from Best in Service by H[redacted] to Most Recommended Home Warranty Provider by W[redacted], by providing such horrible service.
My bill is paid up to date with AAH, but they have failed me. I cannot even get them on the telephone let alone my refrigerator fixed.
I am truly disappointed with their service and would not recommend this low level service to a single person.

American Home Shield is the company. I purchased a home warranty from them on June 11. Over $1200 for a 2 year home warranty. I should have read reviews of them before purchasing the warranty. Revdex.com has 70 plus reviews of them about refrigerators, dishwashers, etc going out and basically they do nothing about it. Read some reviews. They are sad! Imagine waiting a month without a refrigerator!
The only way to talk to someone at this company is to wait on hold for up to an hour! And, then, they tell you what they are told to say but this is not what happens. My first experience with them was I had a need for a plumber. I went online to request service but the list they offer only covers a portion and my problem, no water, wasn't listed but is included in my description of covered items. So, I called the number that they have on their website. The computerized voice tells you that you can use their 'state of the art' website. On the website, you cannot even email them. The computer says the wait is over 10 minutes. From my experience, 10 calls, and from what I read from your reviews, most waits are at least an hour. And, then to get someone out, you have to wait 24 to 48 hours for someone, a plumber, an electrician, whatever the issue is, to call you back. Then an appointment is made with the provider of services. Sometimes a week later, the plumber shows up. (I am speaking from experience now). They check what the problem is but won't fix it even if you tell them that if the item is not covered, they will be paid at that time! The provider of services then contacts AHS and AHS tells the service provider whether the item is covered. If it isn't, no one informs you of this! So you wait. The same issue happens when you request the service initially. I discovered that when I requested service on June 24 2015, I never received a phone call to schedule an appointment. A few weeks later, I logged onto the website and discovered that the service provider had said that he was unavailable. That was how I discovered it. No call, nothing. So, I tried again, went to the website, then called. Waited 50 minutes to talk with someone. Was given the same run around. It is now August 19 2015. I still have no water. I wouldn't be surprised if I have been blacklisted with the plumbers they deal with. In the contract, they say that within the first 30 days, you can cancel the contract. After 30 days, they will still cancel it but charge a fee. I read a few of their customers who tried to cancel after 30 days but were told that they were out of luck. I could go on and on about them.

Our upstairs toilet would flush water out and would fill back in but shortly afterward the water would suck backout. Soon afterward sewer gas odor seeping out. Called AHS to report toilet commode problem and they sent plumber out who took a look and said there was a problem with the design of the plumbing system. They were suppose to provide written statement but never received it but did get receipt of my payment for service call. They would not look at vent to see if clogged so asked if who could and they did not know. So I found a company that did did home repair. They sent plumber and said we had a crack and needed new toilet. Because of sewer gas odor so strong in our house I bought a new toilet and so far plumbing problem fixed and flushes properly. I called AHS to report the plumber they contracted out misdiagnosis and was told they would not reimburse me for the service fee or toilet. I should have called for second opinion. Why do I need a warranty with AHS?

I have had AHS for several years for my home in Florida. The microwave has conked out. I have tried repeatedly to talk with their Appliance Purchasing Division. I was on hold for 1-1/2 hours on Tuesday and an 1 hour on Thursday. No one ever answered. I am totally unhappy with them. I have also called 6 additional times and each time they indicate over 30 minute wait time. This is awful!!!!

This company is the absolute worse. Their customer service is terrible. You spend endless minutes on hold trying to talk to someone. As of now I have had 3 people come out to look at my cooktop. It is now almost 2 months and it still isn't fixed! First company diagnosed the problem. Did not here from them for 3 weeks. I called the company and they said they don't service my cooktop?!?! no notification from them or AHS explaining the situation. Another contractors sent. Says we need parts. Wait 3 + weeks for parts. Comes to fix and says nothing wrong with it and doesn't have right parts. Says just use the cooktop without exhaust fan and it will be ok or open drawers under the cooktop and the ignitor won't click?!?! Really??? Not an option! Called AHS and waited 30 minutes on hold to SPEAK TO SOMEONE, I was cut off in mid sentence and transferred into ANOTHER voice system where the wait time was another 30 minutes! you have got to be kidding me. This is unacceptable! I have not been able to use my cooktop properly for close to 2 months now... On hold AGAIN to speak to someone. This is unacceptable customer service.