American Home Shield

DO NOT USE THIS COMPANY... They lie and just do not want to do the right thing. I have been a loyal customer for approximately 15 years and they failed to do the right thing when I needed service and cancelled my contract without my notice. I asked for a copy of the recording from my conversation and they failed to provide it... if they had nothing to hide, why not just share it!

Thanks

I have 2 policies for 2 separate homes, and my recent experiences have been terrible. Contractors used by AHS are unprofessional, unreliable, and have bad reputations.
Calling AHS customer service is beyond frustrating, I am writing this while I am waiting to speak to a representative, I have been waiting 35 minutes, and their little speeches of 'Your call is important to us, etc.' are laughable.
Who runs this joke of a corporation? How can anyone be proud of working at such a company? No wonder customer service is non-existent, the leadership of the company seems to be absent or uninterested in customer satisfaction.

If you are approached by AHS. RUN as soon as you can. I like to state facts, so I will keep this one simple...

FACT 1: Dishwasher leaking and request placed online 3/21/2016
FACT 2: Technician from ** arrives, turns on nozzle. States nothing was wrong with the dishwasher.
FACT 3: Ran the dishwasher on 3/27/2016 leak turns into a flood
FACT 4: Placed another request over the phone 3/27/2016. I was told that a technician would not arrive until the follow week.
FACT 5: On 3/28/2016 kitchen is completely flooded - Service request ticket now placed in "escalation" status by AHS
FACT 6: Technician #2 from different vendor arrives 3/29/2016 says cost to repair to high, and the dishwasher should be replaced
FACT 7: Technician #2 turn nozzle on to dishwasher, cabinet and kitchen flooded again
FACT 8: Called American Home Shield 3/31/2016 they have not received any information from the technician
FACT 9: On 4/1/2016 given another number from AHS to call to order a new dishwasher. Was told while I was at work that MUST be home to provide them with the dimensions of the old dishwasher before they could order the new dishwasher. They stated that they could not use the dimension provided by the ** technician or the second vendor they sent out.
FACT 10: Measured dishwasher, and was told my dimensions were incorrect. My dimensions were sent to another department and someone would call me back at a late time.
FACT 11: Received a 4/4/2016 from a ** technician #2 that said he fixed my dishwasher LOL!!!!!!!!
FACT 12: Received a call from technician #2 on 4/4/2016 stating that they had a replacement but could not give me a date or time for the install
FACT 13: After several emails, several phone calls, and several days missed of work... my dishwasher was finally installed on 4//5/2016.

These are the steps AHS uses to repair your appliances. If you choose this company BEWARE!!! You will lose time from work, forced to make multiple phone calls, and send many emails before your issue is resolved. I have cancelled my contract after one month of using this company, and switched to another company. Like the saying goes... "Cheaper is not always better."

American Home Shield is a complete sham! Do not invest your money. My Frigidaire had two issues and the 'technician' that AHS sent to assess and 'fix' the issue ended up costing me retail of over $300 to cover the repairs. NO WARRANTY APPLIED. They are full of [redacted]!

Don't do it! Save your money!

This company is the worst I have ever dealt with. Big hoax and scam. It takes almost 1 hour to reach somebody on phone. Even to cancel the contract it is a nightmare. They will never agree to replace even if things are completely not working. Waste of your time and money. Stay away

Purchased contract 08/11/2016 to cover appliances. The first time I tried to put in a service call no one would answer the phone. Just went to hold for next available person. Held on for more then an hour more then once. Had to call the South Carolina Insurance dept on 1/4/17. After being on line for over an hour the Agent finally got thru. The girl in service told me they didn't have someone near me, and had to look for someone. The company Lafayette Services aka appliance Guy still havenot called me back. I am requesting a full refund for the contract I paid for and couldn't use. Is this company real or a scam. Fred S

Im going to share my situation so potential customers may be aware to not buy coverage from this company.

Situation- Floors start to show signs of buckling. I wasn't aware why, so I looked up a company that specialized in flooring. They came out and said, I had standing water under the house in my crawl space. They told me, that I might have a potential pluming issue.

Called AHS and told them there was water under the house in a crawl space and it might be due to a pluming issue. They sent out a pluming company but also said that they don't cover "flooding". If the water was due to a broken pipe, they might send out an adjuster to check the damage. I paid the $75 dollar service fee and the

Plummer said we I good to go, no broken pipes.

So at this point, I have "no broken, leaking pipes", still have standing water, AHS doesn't cover "flooding", which all translate to me that I either have to figure it out myself or contract a company to do so.

Called a crawl space company, long story short, the want $20k to encapsulate my crawl space.

So I went under my house and started to clean out the standing water. There was a tarp that was laid under the house covering the dirt floor, which was covering the main sewage pipe. Upon removing this tarp, I immediately notice that the main sewage pipe was broken in two with a 1 ½ inch gap. So I called AHS to let them know that the Plummer that they sent out, failed to notice that. They issued a recall, the company called back saying that they couldn't get back to my house until next Tuesday the 18th and I made this call on a Thursday the 13th. So I had to be out of my home for a period of 6 days, with my wife and kids because they could come out on a recall. I expressed that this was an emergency and needed their services and the rep told me that they couldn't do anything because they contract the services, that if I wanted I can go outside the insurance I have and hire a Plummer at my own expense. What type of company says that? And they expect me to get a hotel for basically a week and live in that health hazard and wait on them, when they had an opening? I asked to speak to a supervisor who helped out and dropped the recall and sent my trouble ticket to the "dispatcher" and hopefully someone can pick it up and try to fix it that same day or maybe the weekend.
Received a call that a company will be coming out the very next day , so I only had to get a hotel foe 2 days. They showed up, went under the house and basically told me yeah your pipe is broken but we can fix it because of the standing water that is there, it's a health hazard and we cant work on your pipe. So there goes another $75 dollars just for them to tell me what I know already and that they cant do anything until the water is gone, which AHS doesn't cover.

Called a local company to get an estimate on the cleanup; they want $1500 dollars.

So all this back and forth with AHS on what they cover, what they don't, the wait game with the services, the extra money I have to dish out is becoming so complex. In the end they told me that if the water didn't cause the damage to my floors, it wouldn't be covered, that the moisture that the water gave off doesn't count as "damage" under the insurance.

So in the end this is my understanding of AHS:
1. Don't cover "flooding".
2. Pluming company that is contracted by AHS doesn't know what a broken pipe looks like.
3. Pluming company that is contracted by AHS doesn't do emergencies, only what's on their schedule.
4. AHS doesn't cover "Secondary damage" even if the pipe was broken, water got everywhere, but because the water wasn't basically on top of the floor, it doesn't count.

So remind me, why I'm paying into a company that doesn't fix any one of my issues I had?

The end result; it took me a $300 dollar vacuum to take out the water and a $13 dollar piece to fix my own pipe.

Oh yeah, they never called like they said they would. Thanks for the outstanding customer service. I don't want a call back from somebody up top, I don't want them trying to fix what should have never happened in the first place, I don't want anything. I'm just parting ways and ensuring that future customers don't go through this headache and pain, especially if they have kids. I'm dropping them.

I have been lied to, hung up on, promised returned calls that never came, and BLOCKED from their F[redacted] page for calling them out on their horrible customer service. I prepaid for a full year last year, so technically I AM STILL A CUSTOMER, but do not receive customer service. I was ripped off by their contractor and had to pay, with service fee, almost $ 400 for a water heater. I should have saved my yearly membership fee and I would have saved money this past year. Complete rip off and no business or moral ethics. STAY AWAY FROM THIS BUSINESS!

If you have hours to spend on hold and months to wait for repairs to take place this is a great choice. If not, do not be lured in by this scam. After paying into the home warranty service for 6 months I filed my first two claims. One was for a dishwasher repair, the other for a faucet repair. It took two visits from a repair person, 5 phone calls with an average wait time of 35 minutes and almost a month before my dishwasher was repaired. The same is true for my faucet, however at the time of writing this that repair in still incomplete. What makes this experience even worse is that the warranty is on a rental property and impacting my tenants. I paid $100 for each service call, on top of my monthly fees and now need to hire a plumber to come out and fix the problem on top of that. I couldn't imagine what this would be like if a major appliance goes down (a/c, refrigerator). I am canceling my contract today and taking the loss. Buyer Beware!

I have been with AHS for over ten and the service has been very bad to a degree recently I had AHS to come out to my house to fix my a/c and my refrigerator it took 3times for the right tech to come out and find the problem, since then it has taken 4 trips to fix my refrigerator and it still not working right , I also the company [redacted] to send a different tech but they want, I also0 complain to AHS about the s vice they are very slow about answering your call does not knowledge their job.

American Home Shield (AHS) is a waste of money, time, and effort. Each time I have called (except for the first person I spoke with today) the customer service has been awful and representatives have been awful. I am still trying to understand their purpose. The first year or so they were really caring and worked to ensure customer satisfaction. Over the past few years, no matter what my issue was, they did not cover it. I have a leak that their hired contractors have not fixed and I have paid in upwards of $500 over the past three summers for Freon (they only pay $10.00 a pound...what a joke). This last time, as I have done over the past 3 years, I called about my air conditioner. The first technician could not do anything because the unit was frozen. He stated he would place a request for a tech to come the very next day. After waiting a few hours past show time I called, just to be told the tech had not placed that request. Two days later, a new technician tells me I have a leak (again) and that he needed to place pressure on the unit in order to pin point it (in 3 years, it has not been pinpointed). In order to perform this test, he would need to drain all the Freon in the system and I would have to pay to have it replaced (10 lbs @ 55.00 per pound). After holding for about 20 minutes, I spoke with a very polite and concerned representative. I waited another 15 minutes to speak with some apathetic individual that kept talking in circles (as often they do); acting is if she was reading from a script. I said over and over and over again, that I felt I should not be charged for something the technician is deliberately removing. She kept stating that AHS could not do anything until they get a diagnosis from the technician. She place me on hold for about 15 minutes and still would not answer my concern, which is my having to pay $75 (paid), $550, then the cost of whatever the problem is. It took me saying to her to stop talking in circles before she says I would have to pay since they were putting in fresh Freon. She then goes on to speak on my declining service, when I had stated several times, I declined paying $500. I then asked to speak with someone else and she stated there was not any else I could speak to. I then stated that I know she has a supervisor and I wanted to speak with him/her. Ms. Apathetic stated that the supervisor was just going to tell me the same thing. My reply was to let them tell me the same thing. When asked how long I had to wait to hear from a supervisor (since I had been on the line 50 minutes with them (15 - 20 minutes of actual conversation) without a resolution) she stated they have up to 48 hours to contact me. Again I ask, what is their purpose if customers are still spending money...big money...and not getting any satisfaction?

This is the first time I have had to use my American Home Shield warranty. My dishwasher is broken and I filed a service request this morning via the website. I was assigned S[redacted] Appliance Company in Virginia Beach, Virginia as my repair servicer. They called within an hour and I thought this might be a really good experience. I was wrong! the receptionist was rude and dismissive. She offered only service calls in 5-hour blocks on weekdays with no call ahead provision. For those of us that work regular hours, 10 am - 3 pm is a terrible option. She would not even commit to an hour lead time. She stated, "he doesn't do lead times. If you can't do these times then you'll have to call American Home Shield and tell them." So, that's what I did. The lady from AHS said some contractors offer lead times and others don't. She called S[redacted]'s Appliance then came back on the line and said that they wouldn't do lead times but that she had offered me alternative dates....and she did, all weekdays with a 5-hour window in the middle of the day! I requested a change of service contractor and she said they couldn't do that. So I said I want to cancel my contract. She said okay and transferred me to another department. A man answered and I explained the whole situation to him then said that's why I want to cancel my contract. He asked if I would change my mind if he could assign a different contractor. Absolutely not. First, I don't think giving someone a 1-hour lead time call in the middle of a workday is too much to ask of a service company. Second, when I asked about changing the contractor the AHS rep could have said that she didn't have the authority to assign a new contractor but she could transfer me to someone that possibly could.....she didn't. Third, when I asked to cancel my contract there was no hesitation, as if she could care less whether I was a customer or not. And finally, AHS takes my payments on time and are happy to do so, but I have to threaten to cancel my warranty before someone offers a solution to my problem? No! Not acceptable. I do not want to, nor should I have to, complain or threaten to cancel my contract to have a reasonable accommodation made. POOR CUSTOMER SERVICE. Customers should be treated better.

I am a new customer of American Home Shield. How ridiculous is this company. I tried several times to use their website, and it takes forever for it to "load" anything. Tried again today. Nothing loads. Called customer service. On hold for 10 minutes. Then, basically was told they can't do anything about the website. Said to go to "contact us" and chat. I did that, and the wait time was 15 minutes or more. Asked to speak to IT department. He didn't know how to help me.

AHS is a service that promises to repair or replace covered items in your home. We have been trying to get plumbers to our house, which we rent to a family of 4, since September. It's now the end of May. EVERY TIME we call we're told that someone will be sent out. The plumber either never shows up- in one case they weren't even in business- or take the $75 fee, that we have to pay in cash, and never return. So far we've paid $73/mo these 8 months and for 5 $75 service fees (= $959!) plus had our own plumber work on covered issues that AHS won't get fixed. EVERY TIME we call we're told the policy is that a technician will be sent and if that doesn't work out that we'll be authorized to get reimbursed for our own plumber. We have never even gotten to the department that authorizes that option. No manager ever calls back, no promises of help have ever amounted to anything. After spending this much money plus phone calls weekly that can run well over an hour, we still have the same broken hot water heater, leaks and stopped drains. The tenants are livid, the caretaker wants to quit and we're bleeding money for this useless "service".

I have been going back and forth with this company for two weeks because of a lack of competence on the part of the service technicians and a lack of integrity on the part of management/ownership. I am an American Home Shield customer and was forced to deal with P[redacted] when my double oven's cooling fan stopped working, preventing the oven from operating at all. I had an appointment set two days later (because they failed to call me within the 24 hours stated by AHS). When they repairman came out, he failed to do anything besides look at the oven, turn it on and open the door. I told him about the error code, and what I had found out it was after a google search- all things I told the receptionist who took my call initially. In other words, he could've done everything he did in my home (wasting my time) on the phone. I paid him $125 in cash, expecting to have my oven fixed in a timely manner. Again, two weeks later, I'm still awaiting a repair for my oven. The part that the repairman ordered was the incorrect part, which I told him I believed it was, so the company sent out two service techs (one who was extremely rude and unprofessional) who shut off the power to part of my home without turning it back on (which cost me a $69 service fee when I thought my air conditioner had broken) and STILL failed to fix my oven- again, because the initial guy ordered the incorrect part. I contacted AHS and P[redacted] to find out what was going on with my part and was given the run around. The manager/owner, Tasha C[redacted], P[redacted] told me that the part that was "Out of stock" was now miraculously located and assured me that she was going to have it there by Friday and make me a priority as she understood I have a company of soldiers coming to my home for Thanksgiving as they are getting ready to go on a deployment to Iraq, as well as the fact that as a stay-at-home mom with two children, I need and use my oven on a daily basis. She assured me she would take care of me. After not hearing anything from the company on Friday, I waited until 1600 to call and see if the part had been delivered. The female I spoke to said deliveries typically came after 1600, but that if it came she would put me on the schedule for the next day, so that I would have my oven fixed. Obviously, she said that with no real intention of doing so, because I never received a phone call and didn't get any information until I called AHS to complain about P[redacted] and found out from them that they had, in fact, received the part and would be scheduling a repair for TUESDAY afternoon. I hung up with AHS and immediately called P[redacted] to complain. In short, the manager, Tasha, stated that they, "Have many customers who are upset and they are a priority." She tried to correct her admission that they have a precedent of failing their customers by saying, "They're upset with other companies." To which I responded, "Well, then your priority should be to the customers whom YOU have upset first." Seeing that I was getting nowhere and realizing that no matter how much in err they are, they will continue to blow me off, I confirmed the NEW time of Tuesday between 3-5pm and assured her I would be filing complaints with the Revdex.com. I'm disappointed, infuriated and disgusted with the customer service they are claiming to provide- and with a haughty attitude to boot. They do not need to have an A rating because they clearly don't deserve one. At this rate I have ZERO confidence that they will, in fact, arrive when they say they will and want written proof if they don't that they are a dishonest, unprofessional company.

Property Management company writes:
Just wanted to let you know that we have been round and round in circles with American Home Shield again. Almost every time we call them, the contractors do not show up for the appointment. It has taken 3 weeks for your tenant to get his stove fixed.They ordered a part, had it delivered to their home, and just marked the job fixed and completed, so we had to schedule AGAIN 5 days later for an appointment. (They are supposedly coming out today). The pipe under the sink broke, so they had to send a plumber for that (4 days later who was 3 hours late and was extremely rude). And now, the OTHER stove is broken, and the heat is not working. It is in the 30s and 40s here at night and in the mornings, and it is Thanksgiving weekend. The tenant is extremely dissatisfied with the services they are receiving. We waited on hold for 45 minutes to complain in which we were hung up on. Just wanted to make you aware of the situation, it seems like it is always something. With every tenant, there is a complaint with the heating and cooling system. All of which are repaired by American Home Shield.
I will not be placed on hold with this company any longer as we do have other properties to tend to.
I have Karen calling them today to schedule the heating appointment, because the tenant can not be without working heat. A complaint needs to be filed. I feel that they are too large of a company, and do not actually value their services as they have too many clients and can just move on to the next. When things are supposed to be fixed they are often times not fixed, and it takes way too long to get an appointment scheduled, or it is repeated no shows. Please feel free to forward my email to whomever you need to for the complaint.

AHS IS USING UNLICENSED CONTRACTORS. IN OKLAHOMA ITS THAT LAW THAT A TECHNICIAN HOLD A OKLAHOMA CONSTRUCTION BOARD LICENSE APPLICABLE TO HIS/ HER TRADE. AHS CALLED ALL COMFORT SOLUTIONS OUT TO MY HOME. THEIR TECHNICIAN DOESN'T EVEN HOLD AN APPRENTICE LICENSE FOR OKLAHOMA. THIS IS ILLEGAL IN EVERY WAY. HE PERFORMED MAINTENANCE AND CHARGED ME FOR HIS WORK UNDER FALLS PRETENSES. MEANWHILE MY FAMILY IS WITH OUR AIR CONDITIONING FOR THREE DAYS AND CONTINUING OVER THIS WEEKEND. I ASKED FOR THEM TO GET ME TRANSFERRED TO A CONTRACTOR I KNOW IS CERTIFIED AND THEY SAID THEY WOULDN'T DO IT.

My family and I have used American Home Shield for about 3 years and I have to say their services were in the beginning at best a grading of C now I have to give their overall services an F! The customer service line is absolutely absurd on MANY occasions I was just waiting to speak with a rep. for over an hour "No Kidding" and I just got tired and hung up the phone......I could go on and on about the many different unsatisfied incidents over the years with them, so if considering this company......PLEASE DON'T go someplace else.

My husband was manipulated into buying this service when we bought our new house 2 years ago. However we had a warranty service provided by the homeowner/sellers paid out of escrow. He tried multiple times to call and cancel the AHS contract, but the rep always launched off onto a script and would not cancel the service. After a year when it came time to renew our other service contract which had worked fine for some A/C problems, we canceled that service and started to work with AHS. Yikes! Never sends a service company that can fix the problem. Never follows up with problems. There are no managers available if you have problems. Doesn't believe anything is broken. Doesn't care. Won't cancel....

Do not sign up for this home warranty!!! . Their service is terrible! I submitted a claim on Aug. 1 st and it is now Aug. 28th and my dishwasher is still not fixed! It took them 3 weeks to come out and then said they didn't have the part and when it came in they would come back out to fix. Well the part came in Aug. 22 and they then said it would be Sept. 22 no beofre they could come back out to install part. Horrible service! I have called so many times I lost count and they only pass the buck and nothing gets solved. 2 moths to get a dishwasher fixed?? Unacceptable!