AHS American Home ShieldReviews 578

I had a crack in a 35 y/o toilet that leaked and they wouldn't replace saying it was NOT normal wear and tear. Really! I spoke to the contractor and he told me that was NOT what he reported but when the local contractor submits their reports, AHS will twist the report to fit their narrative so they can deny the claim. I asked to speak to a Supervisor and I was told one would contact me and that didn't happen.

I had an air conditioner compressor replaced by AHS less than a year ago. It always made a weird noise, but I didn't think much of it being the replacement was in August and I live in Texas (just needed my house to be cool). The sound got progressively worse and during my A/C checkup this summer, the contractor said it is faulty and needed to be replaced. This was in June 2021... it is now almost October. I have been tossed around between contractor phone calls telling me they haven't heard of a work order, agents from AHS telling me a variety of stories, not following through, and not to mention themultiple dropped calls. I was calling once every two weeks, to once a week, and now twice a week... still not getting anywhere. However, they are sure to still charge me my monthly subscription fee right on time. This company is so sketchy. Their representatives have chickens in the background, only the script, and their "manager" is always "busy with other clients". I have never experienced something like this and honestly feel like there might never be fixed.

AHS wants you to use their automated system which may lead to items not showing covered under a policy. When you pay for the incorrectly advised covered items that need immediate repair--e.g. Refrigerator and then they finally determine they are on plan, they will NOT REIMBURSE A PLAN ITEM... THEY ARE A WASTE OF TIME, RESOURCES AND MONEY. THEY DO NOT RESPOND IN A TIMELY MANNER AND IT IS ALL ABOUT DUPLICATE EFFORT TO WEAR YOU DOWN. YOU PAY ALOT AND ONLY GET ONLY FRUSTRATION. RUN AWAYAS FAST AS YOU CAN FROM AHS PROGRAM... VERY SAD BUSINESS PRACTICES.

TERRIBLE COMPANY SUBSTANDARD CHEAP VENDORS WORK FOR THEM TO TELL YOU HAVE OUT OF POCKET COSTS WE WONT COVER OR PAY FOR ANY EXPENSES CLAIM DENIED. ALL SCAM AND FRAUD SAVE YOUR MONEY AND RUN ‍

On the plus side, AHS repaired my dishwasher and air conditioner and replaced my water heater quickly and without any issues.

When it came to repairing my oven, however, the assigned contractor came to assess the problem and ordered a part, but never returned. I called the the contractor 14 times. Each time they promised to call back to schedule an appointment or show up for an appointment. I called AHS 8 times. Each time they apologized and offered to call the contractor again, but refused to assign a different contractor. This went on for 10 weeks until I filed a complaint with BBB. Only then did AHS assign a different contractor, which solved the problem. Thank goodness I "only" had to do without an oven for this period; it could have been my air conditioner or hot water heater.

I have been an AHS customer for 19 years. In the past, problems with three appliances have been handled very well. On August 5th our one (only) refrigerator went out. The first two contractors that AHS sent out were unable or unwilling to repair our refrigerator. The third contractor diagnosed the problem and reported back to AHS. AHS parts notified me by email on August 24th that it would be 10 to 14 weeks to get the needed parts. Talking to an AHS agent and an AHS supervisor I was told that if parts were not available within 21 days, my refrigerator would be replaced. Getting transferred to either their purchasing or authorization department I was told that their agents did not have the authority to say my refrigerator would be replaced. My only options was to wait... 10 to 14 weeks... or accept $520 as a cash-in-lieu of the repair. The replacement cost of my refrigerator was approximately $2,300. On August 31st, after being without a working refrigerator for 26 days, I accepted the $520 cash-out and purchased a new refrigerator. On my 27th call to AHS today I cancelled my service contract and the company had the audacity to charge me a $66 administrative fee.

One very frustrating issue with AHS is their agents are trained to be polite, but don't seem to have the authority to actually solve any problems. My personal opinion is that AHS service is terrible.

Used them for years with mixed success, this last one call was pathetic. Called to repair or replace a bathroom faucet that was leaking. The issue was you couldn't unscrew the faucet to replace the "O" rings, the screw was stripped. They plumber came and said "Yep, it's stripped and I need to see what AHS will do about it". A few hours later AHS emailed me telling me the ticket was cleared (at $100) and I needed to take the faucet apart so the plumber could replace the "O" ring! That's what I needed the plumber for! To pull the faucet apart! When you call you end up speaking to a non-English speaking woman in Malaysia who you can't understand and can't understand you. A complete rip off!

Horrible customer service. My AC has been broken since June 1st. The assigned technician is non-responsive terrible misdiagnosed the system once already. I can get no answers from the service representatives at American Homeshield, they have a very strict script that ends in them calling the assigned technician. I understand COVID has caused delays, etc. My parts were originally supposed to be in stock on July 27th but were not. My parts have been at the assigned technician's shop since August 20th. For 20 days now, I have been calling both the assigned technician and American Home Shield, and all they will tell me is to wait. The technician always has an excuse, the truck broke, he doesn't have enough help, he is overwhelmed with work. American Homeshield states they can not help.

My experience with AHS has been 100% unsatisfactory, frustrating, and costly. I have been trying to get a dryer repaired for almost 2 weeks. The assigned service company (AirKool LLC in Houston, TX) did an initial assessment but has not responded since. AHS will not respond or provide any information. The call center staff mostly speaks only broken promises call-backs that never happen. I have called 13 time and have absolutely.
Avoid American Home Shield at all costs. Although it is the largest home warranty company and advertises effectively, including posting many many positive reviews of itself online, it is the worst for honoring its contracts and for customer service/satisfaction. In short, the company is borderline fraudulent.

This is from a Washington Post expose of unethical home warranty companies:
"American Home Shield also hires contractors that are either unlicensed, under delinquency, or permanently closed by their local state.
WJLA-TV has reported on a case in which American Home Shield refused to pay for replacement of a clothes dryer that caught fire, on the ground that the local fire department had removed the dryer from the home when responding to the call. WJLA-TV repeatedly attempted to contact American Home Shield about the incident, but received no response.
This is from Consumer Reports' review of home warranty companies:
"Of the four companies we reviewed, the highest complaint generator by far was Memphis, Tennessee-based American Home Shield, with 4,660 complaints as of mid-June. Of the 44 reviews customers posted on the BBB website, 41 reported negative experiences with the company. Of the four companies we reviewed, the highest complaint generator by far was Memphis, Tennessee-based American Home Shield, with 4,660 complaints as of mid-June. Of the 44 reviews customers posted on the BBB website, 41 reported negative experiences with the company."

A few weeks ago our 9 year old hot water heater's electrical panel caught fire. American Home Shield Warranty is falsifying the claim submitted by their approved service company. AIn the claim report to submitted by the service company they simply stated "Hot water heater caught fire needs to be replaced." However, when they denied the claim AHS stated that "a power surge" caused the dire and therefore not covered. The service provider did not state it was a power surge and in fact we have a whole home surge protector.

AHS is even lying to the BBB despite my submission of the report showing that a power surge was ot deemed to be the cause.

Be warned: AHS will not willingly pay out on legitimate claims and is even willing to make up lies to deny your claim.

Y HVAC unit went completely out on July 12,2021. I went on the AHS website to request service and paid the $75 service fee. AHS assigned a HVAC contractor, who was 2 hours away from my home. The contractor showed up on 7/20/21, and tried to diagnosis the problem without access to the inside of my home (did not call to ensure I was home). The contractor was very rude and extremely unprofessional. I filed a complaint with the BBB. I called AHS immediately and they sent out a local HVAC contractor. The new contractor came on 8/4/21. The problem was a bad compressor and possibly a coil. The unit is 12 years old. Here is where the problems start. The HVAC contacted AHS and was told it would take 2 weeks for the part to come in. On 8/17/21, my husband contacted the HVAC company to see when they would be able to come and repair the unit. We were told that AHS was giving them the "run around". My husband then called AHS and was told the part was on the way but couldn't give an ETA. My husband called back the next day and was told the part had not been ordered and tried to blame the HVAC contractor. The HVAC contractor told us they have been on hold, with AHS, for 5-6 hours. We live in the South and have 90+ degree days most of July and August. Luckily we do have 2 houses and had another home to go to. As of now, we decided to replace the HVAC at our own expense. We continue to get different answers from AHS. I have already filed a BBB complaint and will be filing a complaint with the GA state's attorney general's office as well as the GA Consumer Protection Commissioner. If I can ever get someone, at AHS on the phone, I will also be canceling my plan with them.

I have been a customer of AHS for many years, have one time 6 houses under the warranty, so kind of a sizable customer. But nothing really matters, when you need the services. And the warrant do not cover the total cost. After many experiences, and always get shorted, I give up and canceled. Examples: heater break, AHS bring a company to fix, then you need to pay $900 on top of the warranty! A/C stop, AHS send a service company, need refill the R22, you pay $600-$1000, but they do not fix the leak, so next year you pay again! In the event that the A/c need to be replaced, AHS do everything to avoid the cost, so you end up with a $1800-$2500 out of pocket for AHS to replace or AHS offer you a cash out check of $385? When a system new cost 3800-4500. Really, I am writing that so you do not get fool by this company or any other home warranty! (They all the same) Scam you to pay for years, and when you need you will experience a horrible service. (not even talk about the hours on wait on the phone with AHS)… Just save money aside for home issues and avoid the frustrations! (I am a homeowner like you.)

I've called on a Sunday to inquire about an electric service and was given an appointment for the next day (Monday). They only create appointments but we need to agree to their terms and confirm the same. Just before the appointment time, got a call from their customer service that they have had overbooked and can't send a technician in the scheduled time and cancelled the appt and asked me to reschedule on a later day of the week. Went back to their website to make another appt and made one for Tuesday. It felt great that their appt system is so current with not lot of time to wait. Again minutes prior to the appt, got another call from their customer service with the same reason of overbooked and can't make it up to the appt and asked to schedule another one. Not sure even the 3rd one will be honored and do not want to take chance waiting for them to show up and gave up with this terrible company with pathetic appt systems. Didn't even get to review their workmanship or the skills of their technicians.

Buyers Beware! This company is a big scam and needs to be investigated and taken down considering all the horrible business practices it does to all of its customers. Our washer machine broke down over a month ago and American Home shield (AHS) sent A&E Factory Service contractor on 7/10/21 contract # ******* & contract # ******* on 7/25/21 to fix our washer machine but due to the age of the washer unit, the parts could not be found or ordered and according to AHS policy they will be required to replace the washer machine. AHS did not do so and their excuse was we did not receive the diagnostic report from A&E Factory Service. I called A&E Factory Service many times and asked them to please email AHS and send a copy to myself which they did but up to today 8/14/21, AHS still denies of not receiving the report and will not accept the diagnostic report copy I received from A&E Factory Service. So AHS sends another contractor which now says it may take 1-2 weeks for the part to arrive and may take longer if they find other issues. Our washer is still not repaired and this issue has been dragged on for over a month and a half for a family who has to manage a disabled bed bound adult person living with MS and requires this washer machine every few days. We have constantly made AHS reps and their contractors aware of our situation but they do absolutely nothing about this issue. Is this how a company should treat its paying customers? This is called customer abuse.
Furthermore AHS Representatives delete reports/notes from their customers portals to hide evidence from being audited for legal issues. For instance they have deleted 2 other additional contractors besides A&E Factory Service who canceled and did not show up during this past 1.5 months of waiting. It is obvious American Home Shield's main objective is to maximize profit and to be in absolute disregard towards its paying customers. It is a shame that so many customers have suffered and not a whole lot has been or can be done against this company.

Our first years, repairs and contractors did ok work. We will actually use one of the contractors for our future repairs. This year the service has become extremely poor. For 2 different incidences, for which you pay a monthly premium and a deductible per incident, we were sent contractors that didn't know what they were doing. One had to call their boss and say I am here, now what do I do. He had to call and ask how to open the panel on the dishwasher. This was April 2021, we are now in August of 2021. Our dishwasher was not repaired, the part has been ordered, delivered, than maybe not delivered, than delayed and maybe October before it will be here. On top of that the contractor is out of business and they keep trying to contact him and send parts to him. After at least 15 calls in the last three weeks, with a different story coming from each representative, we were offered a cash out payment. It is at least $150 lower than what it would take to repair the dishwasher, but it has come down to our only option. We have now called to cancel our policy. All of the sudden there was an offer for our deductible fee back, but that was promptly withdrawn by the next person and we will now also be charged a $75 cancellation fee. And we had to buy and install our own dishwasher.

-2 weeks, House up to 107 degrees inside, 10 phone calls to American Home Shield, begged to talk to a supervisor, assured I would get a return call, and still haven't gotten my first serviceman from American Home Shield or a call from a supervisor. They took the service fee immediately and have done ZERO towards fixing my AC. My name is Jeff in Moseley VA so American Home Shield can respond. Job opened 27 July and today is 8 Aug…. What you have done to my family is criminal!

We have worst experience from home shield. We have been using this company from past 2 years.
In past two years they have not provided any services, instead they have charged us for evaluation and provided us with replacement with the cheapest quality. 10 different will enter the house just to evaluate. Security issues.
The issue will take forever to be resolved.
We were without heating past winters coz they spaced our furnace which never worked. And guess what they do not want to understand our issues instead they will send some more vendors for evaluation. At this time our issue is unresolved.
Today when customer care personnel calls, he actually threatens us.
It's better to get the services done directly from the vendors- much safer, faster and reliable.

AHS is a scam. Help yourself by staying away from this company. I paid them for 2 years and when I called them for a service the technician came after 15 days and he said he can not perform the plumbing service as it needs another contractor to remove the wash basin and he need to cut open the wall. AHS charged me the service charge and said that it is not covered. Another time I called for a leak and the technician cut open the ceiling, I feel that it would have been so easy to figure out that the leak is from toilet up. I had to pay 500$ to fix my ceiling. Also they charge you for cancellation. So much money wasted and time to get hold of representative whom you can talk.