American Home Shield

I have been on hold for 45 minutes waiting to talk to someone, anyone. They do not value their customers...they sure valued my money though...

I purchased my home in march of 2014, and a home warranty service through American Home Shield shortly after. I have been through 2 claims since then, both for things that were seemingly covered; both of them were declined for reasons that seemed ridiculous to me. Every person that I have communicated with in this company was very rude, and not at all willing to work with me on the matter. I would suggest you look the other way if you intend to use AHS as your home warranty company.

My water heater was leaking water and we called for service. We were told immediately by the repair team that the water heater had to be replaced. The technician also informed us that American Home Shield does not cover any additional upgrades that would be required in order for the water heater to be brought up to code. We did need some minor upgrades, like a larger diameter vent pipe, and a new gas valve. In addition to this, we inquired about having a pan installed underneath the heater. According to the technician, our additional fees should cost less than 200.00 (including the pan which was 40.00), however when we received a call from the repair company we were informed that the repairs were going to cost us over 600.00. When asked why, we were told that the permit was 250.00, the pan was 100.00, etc. After calling my township and discovering that the permit fee was only 50.00 and the pan cost 20.00 at a local building supply store I called American Home Shield to tell them that we were being taken advantage of by the repair company and that we would like to request another company to do the installation. American Home Shield said that they are unable to assign another repair company to the job. Our only option was to go through them or to find a licensed/insured plumber on our own and we would be reimbursed through their cash options department. American Home Shield would not even recommend another repair company for us or give us a list of the companies they use. They also said that it would take the "options department" 48 hours to process the claim and tell us the amount that they reimburse. Of course this conversation took place on a Thursday, which meant we would not the figure until Monday, meanwhile our current water heater was leaking all over the floor. We decided to hire a contractor to complete the job in hopes that American Home Shield would cover the amount. Having had a water heater replaced in my last home for 1,200.00, I had a pretty good idea what the job was going to cost. On Monday I received a call from Home Shield saying that they would cover 509.00. Once again I priced out a 50 gallon water heater from a local building supply store and the cheapest I could find was for that exact same amount. That didn't include the installation, and we all know how much certified/insured plumbers charge an hour. So in the end, we ended up paying 691.00 for water heater installation that was supposed to be covered under a home warranty!!!

DO NOT DO BUSINESS WITH THIS COMPANY. I requested air conditioning repair on July 2, 2015. To date 7/13/15, my air conditioning is still not working properly. First company ([redacted]) AHS hired is incompetent because their reps could not repair air conditioner. Second company ([redacted]) turn air conditioner on automatically, so my house went from no air to being in a deep freezer. These are the types of businesses AHS employees; I suspect to save them money and crew their customers. Totally unprofessional. Hire at your own risk.

this is a total sham. They give you the service when you purchase a home.
you can never speak to a live body about a claim.
I did have a water heater that failed. I called to put in a claim and they gave me the total run around. I could never speak to a person that simply did not want more money from me.
I would never pay 1200 dollars a year for their coverage.
it is a total scam

The most rediculous customer service. I cancelled my policy and still am being billed for a month and a half. The office to cancel closes really early and try calling to cancel, so far it's already been almost an hour.

I recently changed to American Home Shield. They said they did not send contracts until first payment but I was interest in this new HAVAC government ruling They assured me that the contract I was getting took care of all replacement parts AND IF NEEDED A NEW CENTRAL AIR CONDITIONER. When I turned on my air it did not work, I received a contract in the mail and it covered $10 a pound on freon and if the unit had to replaced it covered only $1500. I am 84 and on Social Security and that is the reason I wanted a Home Warranty. An air conditioner like I have will cost $3000- to $4000 and freon is $50 to $100 a pound. I feel that I was lied to and I am canceling my policy immediately. I hope I can keep some other person from paying out funds and not getting return. I had it fixed locally today for $109. If I had called them it would have been $75 for the service call plus a part and several pounds of freon. [redacted] talks says do no puchase a Home Warranty. They are no good

This is the worst company due to poor customer service and contract terms. They need to improve the vendors they select and hold them more accountable because there is no follow up to ensure the job is done in a satisfactory manner. The warranty company does not provide any support to assist the consumer when the vendor they contracted with is irresponsible and not held accountable to report back to the warranty company in a timely manner. In my situation, I am three months into getting my central air unit fixed and it still is not working. The company told me today they rely on good faith from vendors to get back to them, really? It continues to be me, the consumer to be in the middle and try to get the problem of the unit reaolved. I understand that companies will always take the cheapest route but we just purchased this house feeling protected with this warranty and it has been nothing but a stressful, unsafe (electrical problems) environment. They rigged pieces to fix and overall months have passed and I still have no heating/cooling working system. At least it is summer and we are not freezing and pipes are not frozen. My next step is to contact a lawyer and file a suit because the warranty company is not complying to there terms.

Don't waste your money at closing ask for cash instead!
AHS included in closing agreement.1 week into a new home microwave quits working. I call for service (knowing I still have to pay $75 out of pocket) their first available appointment was a month and a half later. That means no use of that "covered" appliance for nearly 2 months. That is not what I call being covered.
Had a similar experience with my previous home, and the same company. The "insurance" was included in the negotiated selling price. A month later had them come out to service my air conditioner paid the "service fee" got no service. said it was not properly maintained and was my fault... I JUST MOVED IN. This company has no intention of making any repairs they just take your money giving you a false sense of security. DON'T FALL FOR IT. Keep your money.

Almost a month now with no air conditioning, no resolution, and no help from American Home Shield.

I put in a service requests for my a\c and ceiling fan still waiting after 10 hot humid days here in Texas.. very dissatisfied with only apologizes AHS states if they can't fix they will replace I it that's not true they claim $75.00 that's Not true as well. I have spoken with several relentless unbelievable representative with different answers. To date 5/27/2015 still with no air conditioning !!!! saddest part I on SS income yes senior citizen with medical issues.

I called to have my central air unit fixed and the technician that came to my house said they could not fix it because something was covering the compressor. The compressor is supposed to be covered under my insurance but they said they could not fix it. This company enjoyed taking my money and made up any excuse not to fix my central air unit. I also called to cancel the insurance and no one has returned my call. This company are a whole BUNCH OF THIEVES!!!

AMERICAN HOME SHEILD. Please go after them. There is no sense of urgency. I have been waiting three weeks for them to fix my A/C. (middle of hot Oklahoma summer) Excuse after excuse parts we not ordered, then "oh the parts were ordered and 3-5 business days." Then after the first 3-5 days. we cant find the parts need to re-order them. They have told me twice 3-5 days and now we are in week #3. and there is no end in sight. They need to tell truth. If you like waiting 30-45 minutes every time you call. and if you like being lied to and manipulated then they are your the best company to offer you a most crappy service/experience.

I have had so many bad experiences with this company. Last summer my AC handler was dumping water in to my ceiling and stopped working. The service man looked at it and told my daughter to just watch for drainage. I called back and he refused to return.The result was my ceiling caving in. All they would say is we are not responsible for secondary damages. I ended up having to pay out of pocket thousands to have the unit replaced and having a real hard time getting reimbursed. Well my thermostat was not working properly after the new install. I had two or three AHS appointed service men come to replace it (it has not been replaced as of yet). none of which returned to replace it. There is still a $75 service fee on the account that I don't believe I should have to pay due to the fact that service was and is still not rendered. I have requested the name of which ever company believes they deserve a service fee of $75 for not returning to do the job and why AHS believes I have to pay it. Enough is enough.

American home shield has been the absolute worst. We have been in our house for 1 year now and have called for multiple issues with no resolve. The first issue was our home furnace. We have had 3 different companies out to look at our issues, each stating that our unit is shot and should be replaced, each time American home shield has denied the claim. Finally we had our gas and electric company out for an inspection to look at our system. Upon inspection they shut down our heating and ac units and our water heater stating they are leaking carbon monoxide and are not safe to use. 5 days later we are still fighting to get some out to even look at our system. No hot water and no heating and cooling we were told by American home shield to boil water for showers while we wait. The next issue is our electrical box blew a fuse and burned out the back of our electrical pannel. Half our our electrical appliances in the house stopped working so after fighting we got an electrician out to the house they rigged a temporary fix while they "looked for parts" to properly fix the box. We are now over 2 months out, running on a temporary fix fighting with American home shield to get this fixed. The customer service has been terrible and they have been doing everything they can to not fix our problems.

All the services(Dishwasher, Water Heater breakage, Fan repair) I used thsi service and its absolutely USELESS and WASTE ff your TIME and ENERGY.They schedule as per their will, send stupid technicians who do not show up , so you end up wasting your leave on them. WILL NOT RECOMMEND and when you call thier number the receptionst act clueless

Made service request on November 23. Was immediately provided name of service provider. P[redacted] in Raleigh, NC was the assigned service provider/contractor. Took them 5 days to contact me. Actually, I had to contact them. 2 guys came out the afternoon of November 28 to diagnose gas water heater. Was told it needed to be replaced.

2 days pass with no response from P[redacted]. I called them on November 30 to inquire about status. They had not even called HSA yet for the claim! An hour later I get a call from HSA saying the replacement had been approved, but that the service provider required "building code" modifications ($800). I told the HSA representative that I would inquire with some other plumbing contractors myself.

I have had 2 plumbing contractors diagnose the gas water heater. Both agreed it needs to be replaced. Quotes from $1200-$1550. However, NO BUILDING CODE MODIFICATIONS ARE NEEDED aside from normal labor and materials for installation.

I received a call this morning, December 1 from HSA saying that I could use another contractor of my choice and a check for the gas water heater replacement would be $466. That won't even cover half of what it would cost me.

I got transferred to the authorizations department and was basically told those were my options. Use P[redacted] or take the $466. This makes no sense. HSA has contracted with P[redacted] to provide timely and ethical service. Neither of which are being done. In fact, the guy from P[redacted] who came to my house for the initial diagnosis on November 28 is a convicted felon!! I looked him up on the NC Corrections website. Assault on a female, illegal possession of a firearm, etc....

As you can see this has been a horrible experience. This company is a complete scam. For small warranty jobs they are OK. Anything big (over $200) they are horrible and a complete SCAM.

I was looking for a Home warranty plan and American Home Shield came up with great reviews. I went to their online site, put in my information and received a quote that was pretty reasonable. I "chatted" online with a representative who showed me a discount they were having and how I could get the discount. I purchased my warranty online with the monthly payment plan option. I received the discount and an email verifying my purchase and stating the plan should take effect 15 days after purchase. 16 days later, I noticed I did not receive my contract as the email implied. I went online and chatted again but the representative could not find me in the system so gave me an 800 number to call. Called and the lady could not find me so she transferred me to another 800 number. The last lady told me I had to reprocess my contract even after I told her I could show her the email that came from American Home Shield and she could care less. I was appalled. The email showed evidence that something on their end "FAILED". I went with a competitor and spoke with the guy on the phone with a validated confirmation ##, name, etc. to make sure I actually got coverage this time.

HORRIBLE CUSTOMER SERVICE. I have been on hold now for one hour and nine minuetes and still holding...listening to their music over and over. I was denied repair on a recirc pump that should be working with my water heater. The pump does not work at all and therefore I have no hot water. Through American Home Shield I requested service. When the plumber arrived he needed to get approval to replace the recirc pump, he was told because I dont have water leaking, then I do not qualify for the replacement pump. According to my contract the pump is covered. It does not say anything about the fact that the pump must me leaking water in order for it to be fixed. I requested a supervisor to call me. It has been 3 business days and no call back. So I called in today to talk with a supervisor and have not been put on hold for one hour and fifteen minutes....and still holding. Is this anyway to run a business? I just spoke to someone and he says its an old pump and its not covered. I asked to speak to another supervisor and so no on hold again. 1:20 and holding.

I used AHS a number of times during one year of service. Was always concerned with the amount of time contractor spent with AHS (privately, on the phone) versus the consumer. More recently (after service expired), I've come to the conclusion that AHS "cost savings" was the motivator.

"Cheapest" is their mantra. During a garage door repair, the contractor only replaced "one" spring rather that both. This guarantees a future visit as the new spring wears out much faster because it has to compensate for the weaker spring. No professional repair would do this unless instructed to -- in this case, instructed by AHS. How they could ignore the safety risk of the old spring snapping and seriously damaging/injuring is beyond me. (no safety cord was installed)

Why bother with this type of service where the contractor will work only for AHS and lessen their work quality (without telling consumer) for the sake of saving money for AHS? Find another warranty service where the contractor works for you. The warranty service might not pay for "all" but at least the contractor is "working for you".