AHS American Home ShieldReviews 578

I recently canceled my contract because of the very poor service I experienced from American Home Shield.

I called about a plumbing issue in my kitchen. While a contractor was selected, the contractor was scheduling over 10 days out. This was unacceptable as I need my kitchen to care for my disabled veteran husband. After contacting AHS again, another contractor was selected - from another city over an hour away, still scheduling several days before a visit could be made. After speaking with another AHS customer service representative, I explained, again, the importance of needed repairs. They escalated to dispatch BUT no one contacted me. I ended up contracting a licensed, bonded contractor and spent hundreds of dollars. I submitted receipts to AHS for reimbursement, because, I believe AHS was not doing their job in finding a repair contractor. A week later, a contractor contacted me, too little too late. And, an email denying my reimbursement!

I was so upset and subsequently upsetting my husband, I demanded reimbursement of my service call fee and canceled my contract demanding return of my yearly payment.

I truly believe the business practices are severely insufficient. I cannot believe how poorly the service is from such a "reputable" home warranty company.

They need to rethink their service philosophies.

I had a policy with them and when it comes to cancelation they charge u extra for no reason be careful

I'm not understanding why AHS has to reroute American calls to a foreign country. There is a language barrier and their scripted prompts are painfully annoying. Their foreign understanding of the problem is not the same as the American understanding, then they get an attitude with you. They always seem to get it wrong. I called to tell them that I did not want to auto renew my up coming policy. What she did was to delete my payment method when I had another payment due prior to my existing contract ending. This is ridiculous. There's no doubt that I will have issues when my current payment is due in a couple of days, since she deleted my credit card that was on file. AHS stop taking the cheap way out and hire the millions that are unemployed with our own country. Will NEVER use this company again!

We could not have had a worse experience with a home warranty. We paid the money we owed, we used the company they recommended when we had an electrical issue (which was covered), and then they fabricated an excuse for not covering the repair. I wouldn't be surprised if they had a scam going with the company they recommended because when I finally called a highly recommended a/c company, they fixed the electrical issue within minutes. American home shield has continued to lie to me telling me they are elevating my issue to their next level, but each time I call for a status, they have no record of having talked to me and the process begins again. Then they tell me I exceeded the amount of time to file a complaint when I've been trying to do that for months. They told me they would call me back 4 different times and never did. They figured out how the phone works when my warranty was nearing the expiration date and they called me three times a day for weeks. Save your money and hire a decent contractor for repairs. We funneled way too much money into this fraudulent company and their lousy contractors that are paid to say what AHS wants them to say. I would leave no stars if I could. We have been incredibly inconvenienced by this company and they robbed us of over $1400. Avoid them at all costs, it's a scam and not worth your time or money.

So I just made my first service call on my new home warranty policy. Toilet leak. I called in and after 20minutes of talking to a representative with hard to understand English, she finally confirmed that it was a covered item. She assigned a plumber to the job through their dispatch system and I received an email saying that I would get a call back within the next business day from the technician or I could call and contact them. I made the call to the technician and went to voicemail. The next business day came and went with no call from the technician... so I called again... and again to voicemail. Next I call AHS. They tried reaching out to the assigned technician as well... and no response. But she told me that they couldn't reassign the job and they would continue to reach out to the technician and the technician's supervisor until they get a response. So here I am... waiting on a service from a repair technician that might never come. AHS has already taken my money and seems nothing I can do about it. Oh, and by the way, I checked the reviews for the technician that they assigned: 1 star across the board with nothing but complaints. So hopefully you won't make the same mistake I did... do your due diligence and don't buy from AHS.

To the liars at American home shield. Get ready for jail time for fraud. All of you. From the owner, to CEO, to your pathetic "customer service" liars. You all belong in jail.

I had AHS for 4 years and never used them. Finally my kitchen sink started leaking and my bathtub jets stopped working. I had their premium service. It was 7 weeks before someone showed up. He never fixed my sink. Said he needed to order a part. He never even looked at my bath tub. 8 weeks later I call AHS to find out what's going on. First they say I wasn't covered. Then they say oh he needed to order a part for the sink and the part didn't come in yet. They didn't feel that they should have contacted me to let me know about the delay. Then I'm told my tub wasn't covered. I ask to speak to a supervisor who then tells me the tub is covered and they can't explain why no one came out to repair it in 8 weeks. I could have called a plumber and had them come out much sooner and for less money and I would be able to use my sink and bath tub. DO NOT USE AHS save your money.

Every time I deal with this company, it is an entire procedure. My dishwasher was deemed to need to be replaced. I spoke with an American Home Shield rep, who gave me a cash-out number based on the old dishwasher I had. Ok, so far, everything is good. As per their instructions, I find a dishwasher I like, order it, pay for it myself out of pocket, get it professionally installed, and email them the invoice to the email they gave me. Moments later, I get a confirmation email that my invoice was received and I should expect my check within 21 business days. Ok, no problem. This was Feb. 7,2022. 21 business days pass and no surprise, surprise, no check. I call the company, am assured that they will look into what the delay is and if I could just be patient for another couple of days. Ok, no problem. A few more days later, still no check. I call again and ask to speak to a supervisor. Their supervisors always seem to be out to lunch. Anyway, I get told that they will escalate the issue and a supervisor will call me 24-48 hours later as per their protocol. So a week later (no call from a supervisor and no check), and I call back. That brings us to this Monday. The rep keeps telling me that they will escalate the issue, but finally does connect me to a supervisor, who tells me that she will also look into what the issue is and get back to me as soon as possible. She gave me the number to her direct line. Ok, we hang up. She calls back a couple of minutes later saying that they've already issued the checks last year and in January. I bought the house in October so last year was for previous owners. In January, the check was for my oven (which was also a long project to get reimbursed). I explained to her that this was for a dishwasher and invoice was only sent Feb 7 so how could they have reimbursed me for it in January? Anyway, don't hear back from her yesterday. Called her back on her direct line today, left a message and no call back. Their business is fraud!

I have had multiple claims over the 2 years I had AHS and every encounter has been "over-the-top" terrible. Customer Service reps strictly follow their "scripts" and don't listen to the logic of your particular issue, escalation to an "on shore" representative does not exist, and their contractors are often incompetent, necessitating a second opinion.

Contractors have also misdiagnosed problems that meant the repair was not covered under the terms of the policy (assumedly, so they could charge me more for the uncovered repair). When I brought in my own contractor, my suspicions were verified, but AHS would not reconsider their findings because I didn't use THEIR contractor(s) for the second opinion.

Also had a contractor that wouldn't fix the open ductwork in my attic until October because he said it was too hot in the attic in July when the repair was needed. (Avg. Daily temps where I live is 100+ degrees in July.). Wait till October for air conditioning with these temps? Really? Learned from an honest contractor that this is a well-thought out plan by the contractors to shift peak business to the non-peak months so the tech staff has year-round work. Getting referrals from AHS is desired, but evidently only desired by these contractors in the off-season.

If you ever opt for their cash-out for a repair, so you can use your own contractor and/or replacement choice, you're offered penny's on the dollar! If this is the amount paid by AHS to their contractors for work, I understand why the previous issues prevail.

Bottom line, run, don't walk away from American Home Shield for your home warranty needs. Life's too short for that amount of stress and frustration!

My house is a vacation property so hard to keep on top of everything.

A contractor referred by American Home Shield never showed. My neighbour was going to look after letting them in. This was not an emergency, so no big deal. After a few months, my neighbour advised they never showed up. AHS is taking the contractor's side when they lied and said they did show and nobody was home. Yeah, we know that. They are now refusing to refund my $100.00 because I took too long to get back to them and they believed the contactor when they said we refused to reply to their calls and emails. R&R Electic All-Stars Winter Park Florida. LIARS!

In most cases you end up paying more to put in a service request than you would paying the contractor yourself not to mention the cost of the premium. They were too incompetent to even find me a plumber and told me to find my own and still charged me a $100 service fee. Their reimbursement was far less than the total cost of the job and was even less than the service fee they charged. They refused to refund the service fee after admitting they had done absolutely nothing.
The majority of the time their customer service is extremely unhelpful and hours are wasted contacting them for no result.

Description of Complaint:
I recently purchased a home. As part of the process, I requested and received a home warrantee from the seller/seller's real estate agent. The house was purchased on January 11,2022. The seller/seller's attorney purchase the home warrantee from American Home Shield. The American Home Shield contract number associated with the warrantee is XXXXX. On March 7,2022, I learned the pool heater and pool spa were not working. I called American Shield and opened a work order. They rejected the claim stating the that the pool is not heating because of something other than the pool heating equipment.
I asked them to clarify and they said they were not required to explain their decisions. Section I. 3 of the contract status that covered items include pool equipment "above ground, accessible, and operationally necessary components and parts of the heating, pumping, and filtration system". They claim that the pool is not heating because of something other than from the pool heating equipment.

Customer Service was horrible.

American home shield is a scam company I sent in my receipts to American home shield in January. I have still not received a check and every time I called them they informed me that I need to give them 21 more days. I told them it's been more than 30 days and I know they received my receipt because I got an email confirmation. They said they don't care that I need to give them 21 more days. After 10 days I called them back and was told I need to give them 21 more days. I wish they would just tell me we're never going to pay you so we can stop playing the games. I filed a grievance with the insurance board. I looked up American home shield and there are hundreds of complaints against them. Many for the same thing of never getting a check from them. Please use a different company

Save the $50/month that you'd pay for AHS to pay for your repairs! This company is a joke! I first called on November 27, to have my induction cooktop repaired. Someone came out, looked at the cooktop and said he'd have to order the part. The part took a month to come in. He came back out to install the part and still could not get it working. As he was reassembling the cooktop, he shattered it. He now had to order a new cooktop. A month later, he comes back with the new cooktop and the same part that he tried last time that didn't work so of course after reassembling everything, it still didn't work. He came back a third time, once again, still didn't get it working. Now, I guess they send in the "big guns", a new repair company called to schedule a time to come out. That company NEVER SHOWED!
When I went into my AHS account, it showed the job "complete". I spoke with an agent, who didn't seem to be too surprised that this has been a 3-month fiasco. She just said, "okay, we put in a request with the repair company to see why they marked the job as complete". And that was that!

Incompetent frauds. Taking money and finding every excuse to deny claims. You are "covered", but not COVERED.

Our hot water tank developed a leak in September 2021. We requested service from AHS but they were unable to secure a contractor to repair it. We were given authorization to find our own contractor to complete the work.
The local contractor began to make multiple attempts to work with AHS but after multiple long waits on the phone and other delays through this process he finally deemed an unproductive use of his time.
Now was January. After talking extensively with the AHS customer service person I was given authorization to go ahead and get the tank replaced and was provided with the instructions on submitting the invoice for reimbursement
I had the tank replaced and submitted the detailed invoice for the tank and installation on January 30 and did not hear back. I resent it on February 7. When I called after that I was told that there was still info missing so I sent again on February 15 and again on February 17 this time including proof of payment from my credit card statement. Just in case that was what was missing.
When I called today – February 23,2022 -- I was told that my claim would not be paid because the contractor had not gotten prior approval for the work. Really? So even though I was given approval get the work done and also given the instructions on how to submit the invoice for reimbursement they will not pay for the repair.
I do not understand how they can legitimately deny this claim. The really sad part is that we have been AHS customers since 2007. So disappointed in this company and would not recommend.

AHS CONTRACTING RELATIONS DEPARTMENT HAS MY FILE TO FIX MY FREESTANDING ICEMAKER FROM LAST SIX MONTHS DUE TO THEIR VENDOR NOT SHOWING UP FOR LAST 30 APPOINTMENTS, VENDOR SUNLINE APPLIANCE ONLY CAME IN OCTOBER 2021,
TOOK OUT ALL PARTS FROM FREESTANDING ICEMAKER, BROKE THE COVER OF THE DOOR, KEPT ALL OPEN PARTS ON FLOORS WITH NAILS, NEVER CAME BACK TO FIX IT AFTER PARTS HAS BEEN ARRIVED ON NOVEMBER 23,2021. FROM NOVEMBER 23,2021 I AM CALLING AMERICAN HOME SHIELD TWICE A WEEK, EVERY REPRESENTAIVE SAYS THEY ARE SENDING EMAIL TO CONTRACTING RELATIONS DEPARTMENT AND WILL HEAR FROM THEM IN 24 TO 48 HOURS. ALMOST WAITING FOR SIX MONTHS, CONTRACTING RELATIONS DEPARTMENT IS NEVER CALLING ME OR SENDING ME EMAIL HOW THEY ARE GOING TO RECTIFY THIS ISSUE.
SUCH A WASTE OF TIME. CAN NOT RELY ON THIS COMPANY OR THEIR VENDROS WHO
DOESN'T HAVE VALUE OF THEIR CUSTOMERS.

We had a drain problem in the kitchen sink that was pretty far away from the sink. They didn't want to pay for jet service what was about 700$. They say it is the maintenance. How the hell is maintenance something that I can't reach.The worst experience ever.We are cancelling our insurance.

My experience with AHS has been worst ever as they did NOT provide the services they claim
Before signing the contract. They deal with worst contractors who are NOT professional at all, I
Had to replace AC unit and a Water Heater. The assign me a contractor for replacing AC (ALL RIGHT Mechanical Inc., Roseville CA) who was 200 miles far from my home and same contractor made 3 trips before they figure out that AC is dead. I did NOT trust this Contractor so I got my own licensed contractor (5* rating) to replace the AC which cost me 9K and out of 9K AHS gave me 1K for AC repair.
Second water Heater contractor (Street Plumbing and Rooter san Jose CA) came 3 times and
Could NOT fix the problem then I called AHS again about the same issue and they said you have to pay $100 deductible again for the same problem and they automatically deducted $100 from my account to assign another contractor ( Pennington Plumbing Services - San Jose CA)
that was assigned to me. The did replace the water heater by paying $800.00 from my pocket. I have a duct connection problem with Water now as it did not pass the city inspection I called the contractor and he does not respond I am still waiting.
Finally after getting so Frustrated with AHS I cancelled the contract with them.
Please be careful in selecting this company as your Home Warranty, They be OK with small fixes
Where your deductible covers those small fixes but when it comes to major repair like mine they
Are No good.