American Home Shield

This Is My 5th review for this company today. I will continue to write reviews until someone calls me back that actually knows something. All day I have talked to people in front of computers that talk for them. At no point did anyone help except one gentleman that actually listened and said that he would have someone call me. Before him I was hung up on and jerked around pretty much all day. Would not recommend this company to warranty or fix anything.

If you want Customer Service, do not choose this warranty company. I have kept warranty coverage with this company for twenty-one years. I regret I didn't opt out of the coverage. I have had two customer complaints over the years and both were handled unprofessionally and without a desire to keep my business.

American Home Warranty does not care about customer satisfaction, they are concerned about their bottom line. They didn't want to know or have any concern when I told them about a problem I had with the service technician who came to repair my air conditioner. American Home Warranty management said that it was just my opinion and people have lots of different opinions. In other words, they don't keep track of problems, they just move on to the next customer who will give them their monthly fee. Please don't support a company who doesn't care about your customer satisfaction. Dallas, Texas

Do not trust this company! They have no integrity, will take your money away and will give nothing in return. I was paying for premium insurance coverage and called them to replace my broken H[redacted] 8000 programmable thermostat ( A[redacted] retail price $162.95). After paying $75 service fee, the contractor came out and installed a W[redacted] 1f89-211 (A[redacted] retail price $45.52). I called American Home Shield several times, asking them to honor their contract which states that they will replace your appliance with the same features as you had before...they told me that they will do no such thing since the new thermostat is working properly. They also lied to me saying the contractor notified them that my previous thermostat did not match my furnace and if they install the same thermostat as I had before...I would have the same issue again...the problem is that , I had my previous thermostat for several years and had no problems with it. If you are looking for a reliable and honest company, I highly advise to stay away from American Home Shield.

It is amazing to me that the level of customer service is so wanting, that it leaves one wondering whether there are policies/procedures in effect to promote attrition on the part of AHS customers. Try this experiment, it works for me. After being put on hold for over 30 minutes hang up. Block your phone ID, and call back, and surprise someone picks up within 5 rings. Coincidence???\r\n\r\nI live in Texas, and had my air conditioning go out last August. I called AHS. The serviceman came out, and stated that it was a leaky evaporator. He also said that there would be extraneous charges in order to bring the unit up to code. I brought in two other AC people, and was told that the company ([redacted]) was padding the bill. $285 for a hanging kit, $250 for a drain ( 3/4\" PVC). I called AHS, and informed them that their contractor was not on the level. I was told that I could have the work done by a contractor of my choice, and that they would cover the needed part, but the labor would be negotiated. I submitted the bill in September. I heard nothing back.\r\nI finally got an email address....it didn\'t work. After getting another email address, I sent the invoice, information in. This week, after nearly 5 months, I get a check for approximately 10% of the bill. The AHS check was made out for approximately 25% of the cost of the evaporator alone, and did not consider the other parts (e.g. plenum, refrigerant). I ran into a scripted response from AHS. When asked to speak with someone with higher authority, the calls do not go through to a person. I leave messages, and do not get a response. \r\nI would advise people out there to think twice.\r\nThis last month, a refrigerator in the house quit working. We again called AHS. They sent a technician who told us that the problem was a faulty relay, and that it would have to be ordered. This was fine. The next day we get a call from AHS stating that since the refrigerator is in the laundry room it isn\'t covered, and we would pay the full rate. My wife was then told over the phone that it was not a relay, but the compressor, and the charge would now be increased by $600. I asked to speak to the technician, and received a prompt call back. I asked him why the story had changed, and now a new compressor was required. I was told that it was prudent to get a new compressor, and that it would be a gamble to just change the relay. I took this gamble, and for $179 dollars had the relay installed. The refrigerator started up, and within 24 hours was cold, and working perfectly. I do not trust these people. They do not appear to be dealing square with us.\r\n\r\nI am not going to give up on the air conditioner until I am satisfied, and have a feeling that this will require much effort.

I'm writing this review while I'm on hold with them. It usually takes an hour to speak to someone. If you can use their automated system it's great but if you need to speak to someone for any reason, you are stuck in telephone purgatory. I put a service call in 4 days ago and never heard from the contractor. I called the contractor and was told they would be out the next day. That is today. No visit, no call. I will look for another company next year.

Lack of service- 1.5 months and going for repair of my wall-unit air conditioner. Poor customer service- condescending associate. Excessive wait times with many disconnects (multiple 1 hour holds times with hangups after "system error"). Lack of transparency in the process- refusal to tell me what my "replacement" part was, which led to the wrong item (a central air unit compressor) being ordered. No communication from AHS on timing and processes. Being blocked from social media when posting a negative experience. Overall extremely negative experience, one that has driven me literally to tears.

I have been a customer of AHS since 2009. In the beginning they were legitimate, but have slipped into a category of gross negligence. They are slow to respond to claims, days turn to weeks and sometime months. They put you on hold for 20-30 minutes a phone call. They often send incompetent service people who misdiagnose problems that turn into hazardous disasters months later. My dryer had a timer replaced and weeks later it needed a heating element. THis is after a technician had investigated the dryer on 2 occasions. When the earliest appointment to replace the heating element was another 2 weeks, I watched a few [redacted] videos and tackled it myself. On opening the panel, I immediately saw the primary issue, the exhaust pipe within the unit had disconnected. There was so much lint inside the dryer, it could have easily started a fire. How is it a technician overlooked that simple but VERY serious problem, not once but twice. I am canceling AHS immediately before their lack of competence burns down my house.

Had a sewer pump issue in the house I just purchased. Called AHS was on hold for 45 minutes then they hung up. I had sewage backing up. I called back, while on hold I called a local plumber. The local plumber showed up prior to AHS customer service rep answering the call! ( 42 minutes ) Once the AHS Service rep did answer the response was " we can have someone out there in 24 to 48 hours" The local plumber overhearing this laughed! We fixed the impeller and were back in service within the hour. AHS is a fraud!

After arriving home from work at 6:30 pm July 9, 2016, I could hear a loud noise coming from the fan on my central air condition unit in the attic. Upon going into the attic I could tell that the fan was rubbing inside the housing, A short time later the noise became so loud my wife ask if someone was discharging firework outside and I explained it was the air condition unit fan. As it is stated in American Home Shield Contract I filed a repair request online.as soon as I found a malfunction and I considered this a malfunction. On July 10, I received a call from their repair contractor and after explaining what was going on, I was informed that the service would not be covered because the unit was still working and only making a noise. I called American Home Shield and after more than 30 minutes of waiting I talked to a live person and he told the same thing. I ask him to tell me where this was stated in the contract. After about 10 minutes he told me it was in section A, and quoted me something not related to my problem. When he was asked if I could talk to someone else, he said no he was the only one. I informed him that after using his company for 16 years I wanted to cancel my contract. After another long wait while he typed into the computer he said my contract was deleted but, someone would call me within 24 hours.

I only wanted someone to come and fix the problem before it became a major problem where we would be without air conditioning for several days during the extreme heat.

A couple of things before I begin my review:
1. I have been an American Home Shield customer for several years.
2. I have somehow on occasion lucked into getting AHS to do what they promise to do; repair or replace a covered appliance.
Now, I will continue by saying that I echo every other customer review and complaint in that I have been subjected to the one hour plus calls to the “cancellation dept.”, incompetent service technicians, and horrible customer contact and communication from AHS and its contractors. I am grateful to come out of dealing with AHS mostly unscathed after two unauthorized payment transactions (which were thankfully reversed by my bank), no shows from the service tech for my appliance repair, and of course the dreaded aforementioned cancellation department (Seriously? A separate phone number just to make frustrated customers wait even LONGER). Anyway, a word to the wise…steer clear of AHS. I have cancelled my policy two times now and I think I have finally learned my lesson. I hope it doesn’t take anyone else as long as me.

The call delay when you call AHS with an issue that does not make $ for them (such as contract cancellation or question about coverage) is horrendous and you will be lucky if your call is not 'accidentally' dropped. Twice, I got the run around, was put on hold for 30min and was then dropped.

We have had nothing but terrible experience with this company. We had sewage flooding our basement, and I called and put in an emergency request with the operator. No one called me back. My family and I were without water and the use of facilities. I finally called them and they claimed no one put it in as an urgent request. So we waited and waited for someone to come out. They sent out [redacted] from Phoenix. They are the absolute worst company, and I believe they are working together in some type of scam with AHS. The plumber lied to AHS. He claimed we had done something to cause the ejection pump to stop working, and the claim was denied. The plumber then left without doing a thing. We were once again stuck with sewage in our basement and no water. We had to hire our own plumber, and it turned out the [redacted] was completely wrong about the problem. It was not our fault, but a sewage pipe malfunction. When we called AHS to let them know, they contacted [redacted] and wanted us to pay another $75 call fee. We declined using [redacted] for any other services. We had to pay $6000 out-of-pocket for repairs because the plumber lied, and did not fully investigate the problem. The only thing we received from AHS was a $75 credit for a service call. I decided to not renew my contract for 2015 because of the poor service all around. I cancelled on November 9th. Today- January 2nd, my bank account is charged a premium. I called customer service and they tell me "You renewed your warranty today." I most certainly did not, and they even have it documented that I cancelled on November 9th! The customer service rep claimed she can't do anything tonight, but I went ahead and notified my bank. I suspect this is happening to other people and AHS is counting on people not noticing the checking account deduction. These people are crooked. How does a business get an A+ rating with over 4,000 complaints and only 1 positive experience? Something is not right. Do NOT use this company and please do not believe the A+ rating.

This company uses contractors that have no clue what they doing. The customer service is worse than C[redacted]. IF you can get a person, they hang up on you. My time is valuable. We called about leaks in a newly purchased home, and it's 30 days and still no action except for the plumber making off with our deductible for doing nothing. Poor customer service, poor business practices. Word of mouth and reviews go far these days.

Be careful, you are stuck with AHS dispatched contractors. They have regularly dispatched unprofessional (rude and inexperienced) contractors, for which you HAVE to pay the $75 service fee. You are then at the unprofessional contractor's mercy for proper care of your equipment otherwise, you will lose your $75 (they will not reimburse you.) In turn, they offer calling another contractor for ANOTHER $75 fee.

The above has happened numerous times for the past couple of y[redacted] in this household.

Our water heater was leaking and confirmed by AHS to be replaced but the contractor wanted over $500 in excess to comply Code. After telling AHS what I do for living (a mechanical/plumbing engineer & contractor) and disagreeing with the false code citation, AHS was silent and offered us less than $500 for us to do the work with NO cost break-outs (they claimed it was confidential.)

I will be reporting the apparent game AHS plays to the California Department of Insurance and intend to share my experience with the interested parties here.

PS: I should have stayed with S[redacted]' extended warranty service. I regret switching! :(

This company, along with the companies they contract out, (**A A** B[redacted] A[redacted] LLC) are professional liars. I have never dealt with a company that is as unprofessional as these two are. They wi** te** you everything you want to hear to make you feel good about the situation, but what they te** you is anything but the truth. I have been without A/C for 3 days now. Both companies have been te**ing me there wi** be a technician out today but then hours later the tech wi** ca** and give the most ridiculous excuses as to why he can't make it out. The best excuse was from a Tech named Jeff 813-850-4089. On day 2 he told me that he wouldn't be able to make it out today because of the rain. Norma**y, I would tota**y understand that to be a reasonable excuse, only problem on this day was it wasn't raining. Nor did it rain within 50 miles of my location.
The short of this review/complaint is, do not use AHS or **A A** B[redacted] A[redacted] LLC. It honesty feels like I have been scammed out of the $440 I paid for AHS coverage.
I now took it upon myself to find a A/C company to come out and wi** be paying out of my pocket for their repair services when I should have has repair already done through AHS.
I would like AHS to reimburse me the amount of the invoice I have from the outside A/C repair company I had to use.

My first call was for plumber who came and said he fix my leaking pipe. Six or seven months later same pipe leaking and ring he put on pipe was rusted through. I called AHS and they said would send same contractor out to fix leak again and it would only cost my regular service fee. I felt this was wrong, that it should have been fixed correctly the first time and I should not have to pay again to fix the same problem. American Home Shield disagreed, so I told them not to renew contract when expired. I also had a service request in which is taking a month to fix now. Am on 2nd contractor who does not answer phone. I would not recommend this company to anyone. It seems like a scam. Every six months you are paying for the same repairs over and over .

This company used to be great. I don't know what caused the sudden drop in customer service, quality. I came home on Saturday and found water dripping from my ceiling. On hold for over an hour, finally put in an online request. I was then advised that a contractor would call me Monday. I called the contractor Monday and was told that they didn't need to come out until Wednesday. I was also advised that it sounded more like an AC issue-in which case, I would need to start the whole process over after they looked at it Wednesday. Another hour on hold to AHS. They advised "not urgent" since I don't need AC (it is over 95 degrees here this week). I explained my elderly dogs would die without AC. Too bad, not urgent. I was then placed on hold several times, finally told they were referring it o an AC company located 100 miles from my house. I asked for options. Nope. Only one contactor available. Said contractor told me they had a5 hour window to show up, but they would call and give me a clearer idea on the scheduled repair day. No call after 4 1/2 hours of waiting. Guy in a beat up truck finally showed up, spent less than 5 minutes, saying he just put some glue on a pipe. I am not hopeful this problem is solved.

In summary, I wasted over $400 in lost wages as well as the service fee cost. I did ask if there was a way I could contact someone at AHS if this did not solve the problem without expecting to be on hold for over an hour, then waiting days for a repairman, hours waiting for the actual appointment. "Nope". I asked if that meant I could expect to be on hold for over an hour every time I called. "Yup". What happened?

AHS has a contract with Sears to repair washers. I summited a service request for my washer on 12/10/2015. It is now 1/8/2016 and my washer has not been repaired. Technicians came to my home on 12/15/2015, 12/28/2015, and 01/07/2016. Parts were ordered twice. Now I'm being told that the next available service date is 01/21/2016. That is unacceptable. I asked them to send another company only to be told that that I would have to pay another service fee of $125. This is the worse service I've ever had. My washer is only 5 years old. They should either fix it or give me another machine. I am cancelling my contract with them.

Sent payment in MAY for renewal.AHS Claimed they never got it!

Called and AHS gave me a bogus number to call which was NOT their accounting department. In JULY filed claim with my bank and the bank called them with me on the line. The bank faxed them proof of payment that day and a second time in July. AHS said I would receive my refund in 7-20 business days.

Called in AUGUST, again with Bank rep. on the phone. AHS claimed they NEVER got proof of payment! FAXED AGAIN, now they have to reaseach it AGAIN and "IF" they find it, I will get refund in 7-20 Business days.

DO NOT USE THIS COMPANY!!!!!!!! IT IS BAD BAD BAD! In the past when I have had to use for a repair, it has NEVER been the amount they have quoted. AND to top it off they keep calling me telling me that I need to pay them cause my service has been disrupted.

Really, you want me to send you MORE money. I Do NOT think so. THIS IS AN AWFUL!!! company.
DO NOT USE THEM!!!!!!!!!! PLEASE NOTE: this was an electornic payment, so it should be very simply to find it, due to the fact that my bank provided them all the information required to do so.

This was not done via snail mail which could be very easily lost.

I have a policy on a rental and my mother has a policy on her main home. So far we have had terrible results and this has been a waste of money.

I paid for the $100 service call on a built in microwave and it quit working 3 months later. Paid again (stupid on my part) and they could not figure out what was wrong. Still had to pay for service call. Finally, I replaced it without using useless warranty.

Now my mother bought a home and was given this warranty from her realtor. Her refrigerator stopped working so she paid for the service call and it still does not work so she had to call again. An hour on the phone fighting with AHS. Crappy company.

We are NOT impressed. In fact, this has been a WASTE of money.