AHS American Home ShieldReviews 578

Have been attempting to resolve a broken A/C in the middle of summer. Called AHS to send out technician who spent less than 30 min after I told him I suspected the A/C Evap Coil was faulty. He technician from A-US A/C of Texas wrote in invoice the "customer wants to replace the coil". AHS "approved" the repair and I received a call from the Installation department. The gentleman (Chuck) proceeded to list all the service items I would be expected to cover above AHS. Items like pull a permit, insulate the 6 foot drain line, replace sediment Trap for gas line, replace Emergency drain pan, duct work and plenum modifications. Are you kidding me? I'm no fool but these are incredibly frivolous (BS) at best. I rated 1 star because you cannot do minus.

Avoid this company at all cost & save yourself the headache. AHS only uses 1 contractor in my WHOLE state. The contractor is supposed to call you within 24 hrs of the approved service call which never happens you have to call them multiple times just to get them to even come to your home. We've had an issue with our AC since the beginning of the season & they STILL have NOT fixed the problem. Their assigned contractor has been to our home multiple times after we made the same complaint of no cooling in our home…4 service calls later they "discovered" we needed a new condenser which was the problem all along. After being billed for EACH service call and for Freon that was never the resolve anyway. I have called AHS multiple times from May to even as of yesterday tor a status update on our repairs only to be told each time please hold while they call the contractor…each time it's a new story on why this has still NOT been handled. I have requested to speak with a supervisor MULTIPLE times to be told they will have someone call me and it will be escalated & no none ever calls back. They DO NOT respond to calls and or messages you leave for a status update. We are about to be in August we have central air in our home & 2 children with bad asthma that I have had to find alternatives for cooling my home to prevent them from being triggered due to the humidity in our home. I can't go to another company as they will find the issue to be pre-existing. I have paid for the warranty in FULL for the year & been jerked around. If I knew what I knew now I wouldn't have signed up with them they are HORRIBLE to deal with & know nothing about customer service. Their reps are RUDE & condescending as if I haven't paid for service they have negated per obligation of my contract for them to complete.

I GOT SUCKERED INTO A MAINTENANCE CONTRACT WITH THIS COMPANY BY THEIR FANCY TV COMMERCIALS. AFTER PAYING MONTHLY CONTRACT FEES FOR TWO YEARS I GOT A LEAKY KITCHEN SINK DRAIN. I CALLED THEM AND WAITED ON HOLD TILL I GAVE UP. I THEN WENT ON LINE AND PUT IN FOR A SERVICE CALL. THE CLOSEST THING ON LINE FOR A LEAKY DRAIN WAS FAUCET. I PUT IN MY REQUEST AND PAID THE $100 SERVICE CALL COPAY FEE. THREE DAYS LATER THEY SENT A COMPANY CALLED JUDIAH PLUMBING SFO BAY AREA ( AVOID THIS COMPANY ALSO). THE GUY TOOK PICTURES AND LEFT. AFTER WAITING TWO MORE DAYS I CALLED TO ASK AHS WHAT IS GOING ON. THEY TOLD ME THE CASE WAS CLOSED BECAUSE IT WAS NOT NORMAL WEAR AND TEAR. AFTER MUCH CONVERSATION I FOUND OUT THE PLUMBING GUY TOLD THEM THAT A HOT WATER HEATER DAMAGED THE DRAIN WHEN IN REALITY THE DRAIN IS 35 YEARS OLD THE THE METAL RUSTED OUT. AHS REFUSED TO REFUND THE $100 AND OR SEND OUT ANOTHER COMPETENT COMPANY TO FIX IT. I WENT AROUND AND AROUND WITH AHS AGAIN AND FINALLY I JUST CALLED A LOCAL PLUMBER WHO CAME AND FIX IT FOR $149 PARTS AND LABOR. TOOK THEM 45 MINS. I AM CANCELLING THE AHS CONTRACT NEXT MONTH WHEN THE CONTRACT RENEWS. I WASTED THOUSANDS OF DOLLARS ON THIS COMPANY. I SHOULD HAVE CHECKED THEIR RATINGS BEFORE PURCHASING.

I've been trying to get my washing machine fixed for 2 weeks. They decided they needed a 2nd opinion in order to replace it as recommended by first contractor but the 2nd contractor can't come out for another 2 weeks. I've followed every step they've recommended including calling back today... I've currently been on hold/in discussions for over 1 hour with no solution. All I'm asking is that they assign it to another contractor today so that someone can come out the first of the week (today is Friday), but unfortunately, they seem to follow a script that they are unable to deviate and can not refer you to a supervisor (even though they say they can). I've had AHS for multiple years... but almost every time I have to deal with them, I end up frustrated. Simply put, customer service is not a priority. If you can be extremely patient, then this warranty service might work for you. If you need something fixed in a timely manner, this company isn't for you. A second issue is that they look for loopholes in which to deny claims and delay service (a previous claim took several months to resolve). If you choose AHS, all I can say is "good luck."

IF I could i would have given them a ZERO star! This is the worst company, customer service, and will rip you off. We had a water heater and garage door break with in two weeks of each other. Plumber they sent out never returned calls and left us with no water heater. Here we are 1 month later and still no help from AHS for another plumber or cash out to buy our own water heater. Garage door spring broke and we disclosed this when claim was opened as well as to the door repair co. We were charged a fee $175 only to be told the spring was NOT covered. I am fighting to get refunded the $175 as both AHS and the garage repair company knew that it was a spring that was broken but took our money knowing that it was NOT covered. We have been paying into AHS for over 10yrs and this is the first claim we have ever done. AHS is a RIP OFF. Only bare min is covered
if that, they get you to pay the $175 knowing this. DONT WASTE YOUR MONEY ON AHS like we have!

This is by far the worst company I have ever dealt with and I cant stress this enough, stay away from them. They are truly criminals in my opinion and wont honor any part of your contract with them. I had AHS for 5 years and they never fixed one claim (garage door ironically, electrical panels, washing machines, dish washer, everything). I figured out how they scam you after I had repeated claims declined. Essentially, because the contractors relay on AHS for their business, AHS pressure them to give a reason why they might be able to deny the claim and then the use that to do so, even if its not a legit reason to decline it. Furthermore, they then offer to give you a second opinion. However, you have to pay another $100 service fee and then, guess what, THEY DO THE SAME THING! So you are in almost $300 and you get nothing fixed. The example that I use was my garage motor. They sent someone to fix a broken motor and then denied the claim because they said my garage door was too heavy. What? The same door was being used on the same motor for 20 years and it never had a problem. I eventually got the motor replaced after they denied the claim (by the same technician that they sent out. After they denied the claim, he didnt seem to think there was a problem with the door being too heavy!) and guess what? The motor works fine. Honestly, these guys are worst and I am surprised they are still in business given their shady business tactics. Please stay away!

Best adive I can give you from my experience is to take that monthly charge of $57.82 ($693.88 yearly) and deposit it into a savings account that's only for your repairs or replacements of items that they supposedly cover. They will find a way to READ the contract to you informing you that you are over the limit for coverage. I called them to have my a/c repaired ($75.00 service fee) and they sent the contractor whom fixed it or so I thought. Three days later my a/c was out, the contractor came and informed me that I needed a new compressor which shorted out after he changed the motor. On the original visit, he explained that the coolant was fine but I needed to have the unit cleaned ($89.00) for which I complied. Now AHS tells me that I am over my limit and it will be $785.00 to have the company repair. The agents (no fault of their own) can only read you the pre-written script and can not answer detailed concerns I have even though I pay them monthly. By the way, I have not called them out in about three years ($2081. 64 or more that I could have saved) to have anything repaired.

I have learned my lesson, so please let this review direct your money into your own personal account. It's just not worth the headache to deal with them not wanting to pay for repairs or replacements.

BUYER BEWARE

I made an online appoinment for the following day and I recieved an email and text message confirmation for my booked appointment. I requested the afternoon off of work to be home so that i can meet the service repair person. I was home waiting for the technician when I received a call from AHS saying that they didn't have a technician available. So I lost wages from work and i didn't get my repair estimate. They said they can book me for the next day, but can't guarantee that a technician will show up. Don't waste your time or money with this unreliable company!

One of the worst companies in existence. I ended up buying my own appliance just so that I don't have to deal with them. Read their contract carefully, they will charge you a full month for cancelling despite claiming there is no fees for cancelling. False advertising, Stay away.

AHS' ads, commercials, and promises in their literature are a total sham in my opinion. We waited 7 weeks and counting in miserable heat, and called AHS many times, on an air conditioning system repair that was covered under the policy. There was simply no movement by AHS to fix the problem. We finally had to get a local contractor ourselves, who fixed the problem in 1 week. When I called to cancel my policy, I was polite but the representative hung up on me as I was explaining my reasons for cancellation, which was typical of the "customer service" I received from AHS.

They breached our agreement by their refusal to timely approve the work and ship the parts. My 8 or 9 phone calls during that period were met with lame excuses every week, from foreign "customer service" representatives who spoke poor English, and then nothing happened week after week. I used the online process but there is no way to email or contact AHS regarding questions or complaints. So, you have to request a AHS representative, and the sequence was always: apologize profusely-then blame their own contractor-then assure me all is taken care of-and then nothing would happen week after week. The contractor repeatedly said that they sent the required information to AHS.

The contractor also said they could fix the problem the next day if they had AHS' approval, and authority to buy parts locally. But there is a convoluted approval process and AHS insists shipping the parts. In week 3, the AHS representative said all was approved and taken care of, and I didn't need to do anything. Then, as usual, nothing happened. I called back in week 4, and the AHS representative dusted off the week 2 excuses, blaming their retained contractor (40+ miles away), for not sending required information, and stating that approval had not been given yet for the repair. I called in and online reported the initial work order on 29 April 2021, but AHS reset it to 17 May 2021 based on a phone call, apparently to hide the lengthy time delay.

After 7 weeks of sweltering heat in our 2d floor where all the bedrooms are, and after paying AHS over $1,000.00 in total monthly premiums, we had enough and cancelled the contract pursuant to section L2 of the agreement. I'm 64 years old and AHS has been about the worst customer service experience of my lifetime. I deserve a refund. There was no urgency or action on AHS' part but there were plenty of excuses and blame, and meanwhile the warranty-covered repair was not done. Good riddance to AHS.

Since our lousy AHS experience, I've read near identical stories about AHS on various review sites, and have heard many similar home warranty service stories from others, from our bank, and from other contractors. Insurance companies are always a challenge to deal with, but AHS takes the cake. AHS was a total waste of money for 15 months of premiums.

Worst company to deal with. Beware of the fine print. Bought the warranty to cover my pool. In the warranty it specifies pool filter, pump, electricity and plumbing. The company refused to cover my sand filter. I offered to cover the sand in order for the serviceman to check the laterals inside the filter, but they told me they would not do it. They could not even show me in the contract where it said so. After calling them for almost 4 months I decided to cancel but they told me they would charge a 50 dollar fee and that i would get 30 dollas back. That after paying 250 dollars additional for pool coverage for only those 4 months. They are thieves and criminals

Yes we had this for 20 years. At around $64/month, that's $15,000 they've charged us.

Maybe 4 years ago we had an AC unit replaced. It took a long time; the contractor reeked of marijuana, and the unit was installed crooked. It was the lowest quality unit available at the time. But, it's been working. I doubt the whole service was worth over $3000. We almost cancelled, but did not see anything noticeably better out there. Terrible customer service; impossible to reach an English-speaker person; all around poor experience.

Our current AHS disaster is our water heater. It has been 5 weeks without hot water. Customer service is with barely English speaking persons who have no idea what they are doing. The cut-rate contractor they assigned us sent out an uninformed "technician" who apparently did nothing. AHS claimed they would not pay for REMOVAL of the broken water heater. The plumbing company wanted $1350 in "not covered" expenses. AHS claimed they sent a unit to the contractor, then blamed the "supplier." Meanwhile the contractor was impossible to speak to as well. We finally fired them all.

I called a local plumber yesterday and he's installing my new Rheem ater heater RIGHT NOW. The cost will be $2200. He's nice and seems to know what he's doing.

Summary: AHS has taken $15,000 from me over 20 years, did one AC install (super cheap components) and now wants nearly $1500 above their "insurance" to install a cheap foreign water heater.

Folk you're way better off putting $65 aside every month and paying yourself. You'll save money, get better service, and avoid a massive headachel.

There customer service is horrible. If you plan on talking to 4-5 CSR from AHS, and not getting anything done false promises, and have to repeat yourself over and over about your issue then this is a place you want to waste your money and time on. There contractor are garage unqualified even though they told you they are, and the contractor himself told me that AHS are a horrible company to work for and to deal with as a client and worker. WOW! One of the CSR told my husband to contact the contractor, "excuse", the CSR should be follow up with our on going problem not my husband. All the calls I was with the CSR were no help, and I have to repeat myself over and over to request a supervisor to handle my situation because no else know how to do there job. I NEVER EVER got to talk to the supervisor. I've canceled with AHS that the only thing they know how to do. I would never recommend AHS to anyone. I wish I can give them no star at all.

You may have seen the one where the woman's faucet broke and is spraying water all over the house and she says "I'm not worried I have AHS". She should be very worried because AHS will only cover the repair of the leak not the damage that the water is causing. The $15,000 water damage is on you to pay. Without AHS coverage the leak would cost about a $150 for a plumber to fix. So when you substract the $100 AHS service fee you save maybe $50, Oh wait I forgot the $70 per month premium that AHS collects so you pay $170 to cover a repair that would cost $150 without AHS plus whatever it costs to repair the water damage.

First, I want to cancel my plan effective immediately after this month. The customer service has been horrendous since I've been dealing with AHS. It was something I just dealt with due to the fact I needed service requests, but I have reached my last straw with them.

I have called repeatedly since Saturday, and have not got any help at all. My house has been 88 degrees upstairs and 85 degrees downstairs, and I placed a work order online on Sunday and even after they advertise 24/7 emergency help A-USA air conditioning was not available. I called about 10 times today to schedule service/get a recall done from my LAST SERVICE THAT WAS NEVER REPAIRED, just to be told that my 30 day period was up on the 20th yesterday so I would have to pay another $75 even though the issue was never fixed. How can that be fair if I scheduled yesterday AND called just to be hung up on yesterday. Today, I tried to escalate the call today twice just to be hung up on the first time, and still charged the service fee the 2nd time.

Also, the vendors suggested are not available until July 1st, so they are basically asking me to burn up until then. Does nobody understand the urgency of an emergency? Either way I am completely sick of AHS, the crappy vendors you assign, and the extremely insensitive and unhelpful customer service. I will be much more happy to go spend my money with a company that actually cares to take care of their customer in a timely manner, and doesn't charge for issues that were never fixed.

I contacted AHS April 26 for my dryer. Today June 17th still no dryer. Sears cannot get parts. It has been 21 days for them to get parts. 21 days up May 27 th and no response on getting my dryer fixed or an alternative. I have called 10 times talked to supervisors managers and still no resolution. AHE has had my $100.00 since April plus my monthly payments. Do not go with this company DO NOT use AHS.
How would you like to be without a dryer for 8 weeks! This could be you!

The government needs to step in and shut them down! Total fraud. I paid my policy 11 months for nothing! First time I needed service for electrical issues related to my ceiling fan. Lights goes on and off and makes a popping sound. Per contract they're supposed to fix issues within 48 hours from service request. The Gail to do that. They kept referring me to the same contractor that's over 45 miles away from me and only services my area once a week instead of finding a contractor from within the HUGE metropolitan area that's only 15 miles away from me!

This company is running a scam! Spent 4 hours on the phone yesterday and was promised another contractor with the condition I authorize another $100 deductible payment which I did. Anyway, this gets done by the system so you guessed right a human cannot change to who you're assigned and guess what? I was assigned the same contractor who's too damn lazy to service my area more than once a week.

Meanwhile they have 100s of contractors closer to me in metropolitan Houston just 15 miles south and the system won't assign me anyone. They SUCK! The trying to cancel my policy was a total nightmare! With a crazy Spanish speaking woman shouting at me like a demon then when I finally get the person who will cancel she told me I would be refunded $48.99. A minute after the phone call was completed I get this email full of bs with an "Amount Due" PDF document enumerating how much I had paid to date plus an administrative fee for cancelling and the total amount I should've paid for remainder of contract and now they're saying I owe them $30. Mind you, I'm on a month to month basis and you can't sue them by the way! Now I'm out of $600 and a faulty electrical issue with my ceiling fan.

I opened a claim when our 30 year old pool pump stopped working The service technician did not perform any diagonstic work - he just looked at it and declared that a plug was missing and therefore is not covered. This is where the story began. A week later and numerous calls to AHS overseas customer service and I am still getting the run around. I requested to speak to a manager, I requested a second opinion and no manager and no second opinion. They said they are still waiting on a diagnosis from the contractor and can't approve anything until they get it.

All the meanwhile - my 55,000 gallon pool has no pump in 110+ degree weather for a week and while not green yet - it will be. Today I actually broke down in tears while talking to the AHS customer service rep. My husband said "F*&% It" I'm hiring someone to fix/replace the pump. We will then cancel our policy.

Do yourself a favor and save a lot of stress and frustration and cancel this policy ASAP, open your own savings account for home repairs with the policy money you are paying them. We learned our lesson the hard way.

Do not waste your money or your time. They are THE WORST, absolutely the WORST WORST WORST. I could never in words describe how bad my experiences with them have been. Long story short, I have been without an oven since November 2020! Lies, mistakes, errors, lies and more lies and still my oven is not repaired. I have spent countless hours of my life on hold with AHS, hours that I will NEVER get back, hours that I could have spent with loved ones being happy, only to be on hold with them to be told lies! I really think they are hoping I go away so that I can keep sending them money every month and they can collect their paychecks. SCAM! Take it from me, save your health, save your money. Just take the money you spend every month with them and put it in your sock drawer. It will be utilized there.
I should stress that I have had this problem with them at another of my properties a few years ago with my refrigerator. They ended up having to replace it, it took two years of me fighting with them, and ended up with a Fridgedaire to replace a Viking, then they dropped me as a customer! Then on this property they fought me over a garage door opener which I finally gave up on and replaced it myself. I am NOT giving up on this oven. But shame on me for giving them this many chances. What good is a home warranty company if they won't fix anything? Oh, just to take your money. TOTAL SCAM!