AHS American Home ShieldReviews 578

American Home Shield fails to live up to their promises. On December 16,2020, my husband and I submitted a service request for our freezer and free-standing Icemaker (which of course gave out within 24 hours of each other). I was pleasantly surprised that the technician was able to come out within 48 hours of the request. After inspection, the technician relayed that there was a short in the ice- maker and the unit would need to be replaced due to the age of the unit. We were told that AHS would follow-up within a day. They did not. My husband then attempted to call. During that call he was told that the item was not covered because the problem was "pre-existing". This was in fact not the case because the icemaker had been working for the entire 2+ years we have been in the house. He was then told that we would have to pay to have another contractor (of AHS's choosing) to come out and evaluate. If they determine the same issue they will NOT cover. If something else is determined- then I guess we likely run the risk of starting this game over. We, of course, could not choose our own contractor to come inspect. After expressing our dissatisfaction with this option, he asked to speak with a supervisor and was told that is not possible. The Representative then hung up on him. He tried to call back and was hung up on again. Fast forward some days- I acquire the report from the technician which does not indicate any "pre-existing" language. I attempt to call AHS and get some resolution. After waiting 20 mins, I reach a man who puts me on hold and then disconnects. This happens again. I finally reach a woman who at least seems to make an attempt to help. I was told during this conversation that AHS made the decision that the problem "pre-existed" the activation of the account. Again, this appliance had been working up until the day we called. I was also told that there was another report regarding this appliance that could not be given to me. I asked for a supervisor again and was told this is not possible. There is also no way to email the supervisor. I was told that the supervisor would call me back. I am still waiting.
Per the terms of the contact, this item is absolutely covered. Now I am attempting to figure out how to wade through a murky "appeals process". Additionally, I have can only hope I do not have to go through this same thing regarding the freezer.
This warranty appears to be a scam. We are paying our monthly premium but cannot get any level of service outside of a generic call center script.

Not worth the money and it's a huge hassle to use. If you need to call and speak to a representative they ignore your questions and comments and read off a script. I had a technician assigned to fix my washing machine, he took three days to call me, made an appointment and didn't show up in the 4 hour window, or call, or text me.

I left to run errands and then he called and wanted to come, two hours after the window. I wasn't home and told him so. He told me he is too busy to let his customers know when he would be there. I told him I am busy too and to cancel the request. I then had to call AHS to do this. The repairman was very rude and I will not allow him in my house.

I called AHS. The young lady I spoke too said I had to cancel with the contractor. I said I tried to and he said I had to call AHS. She said she would call him, then she said she couldn't get through and the voice mail was full so I would have to call him. I said if you can't get through how can I? I told her to escalate the call to a manager, I then sat on hold for 45 minutes before the line dropped.

I called back, next person said she would cancel it and I'd see the money back in 5-7 business days. I haven't seen it. I asked her to file a complaint and have someone contact me, of course I haven't heard anything.

I asked the representative multiple times if I would hear something back from my complaint. She wouldn't answer me and kept saying "I understand you have a problem with your washing machine." It didn't matter what I asked her, that is what she replied.

Now, I guess I have to either eat the $100 or call them back and descend again into the pit and abyss of hell of calling AHS.

So, my advice is run, run, run, do not give these people any money. You might as well have a bonfire in your backyard and toss it on there.

Cancelled Account over 3 months ago & just received notice I was sent to collection co. For non-pmt. Of mo. Prem.? Will take a lot of time now to straighten out. Stay away from this outfit period!

STAY AWAY! DOES NOT GET ANY WORSE! No integrity. No customer service! Long hold times! Read all of the negative reviews & RUN! I wish I would have read them & avoided the waste of money and time. They sent out a contractor who was extremely rude. He never entered our property. I asked him to stop being rude & he just nastier & said I'm going to leave. Again he never entered the property & AHS assured me us we would not be charged. Two days later AHS sent an email that there is an outstanding service call fee? Really? After the rep assured us we would not be charged? DOESN'T GET ANY WORSE THAN THIS! STAY AWAY! Don't waste your money! Instead hire a trustworthy reliable locally owned appliance repair co.

We've had AHS for 7 years on a rental property we own. Being military and not in the area we rely on a property manager to handle our home and they require a home warranty. I haven't found one that isn't crap and a waste of money. AHS is no better. Our recent disaster with them is a fridge in our home. In May the compressor went out and was not repaired until August because of Covid and lack of parts. Now less than four months later the same part has failed again.

The first company assigned to the repair refused to do the work because another company had handled the original call. We called back to AHS to get it reassigned to that original company but they are no longer accepting service calls from AHS leaving us in limbo. It had been three days, six phone calls and we still hadn't been assigned someone to fix the dang fridge. We even demanded to speak to a supervisor twice and were promised one would call us back within fifteen minutes, which never happened. Finally at 6pm on Friday we were told by a rep that another company had finally been assigned to us. So now we've had a broken fridge for 3 days already and we never received the phone call back from the "elevated resolution" department so will not have anyone out to fix the only fridge in the house until next week. Our tenants are ticked off and the property manager is breathing down our throats because despite paying AHS to warranty my home we can't get them to do their job.

Honestly an unreliable company with terrible customer service and contracts for repair with the worst companies.

This is the worst company, I will never have AHS again. I had my oven break and two weeks later they had a very pleasant technician come out to look at it and it was determined that the main control system was broken. They were going to look for the part to fix it and if they couldn't fix/find the part then they would replace. Sounds legit right... wrong I called every week for nearly two months and everytime I would get the same answer that they were still looking for the part. Meanwhile no oven. Then they offered me a pathetic $289. I asked what that was for they said for the part. "What part you just said you can't find it". Then well its the best we can do. So I rejected the cash out. They proceeded to continue "looking" for the part. Then the technician calls me and is flabbergasted that it is now 7 weeks later and that the oven still hadn't been fixed. He said AHS found the part. When he called them back they apparently called him a liar and didn't have the part. I called and they couldn't tell me anything they weren't sure what was going on. Meanwhile "I assure you, I will personally call you with up dates". Never received a call I always had to call them and they never knew what was happening. Anyways I hate this company I just want my oven to work so I can cook. I couldn't even do Thanksgiving dinner for my kids which was extremely disappointing.

This company has fallen apart in 2020. I've been a customer for 10 years with 3 homes and now I call with a claim and have been getting the run around for 5 months. The repair guy who came said the issue can't be repaired for less than replacing the entire unit and that he'd recommend a cash out. I've been waiting and waiting, calling and calling and the response I've been getting is "oh yes, we sent your info to the cash out department, they will call you with the amount." I asked to talk to a supervisor when I haven't heard back and was told "oh we can't do that right now since we are working at home right now." What?!

Cancel your accounts everyone. Or better yet, go with someone else for your home warranty. I'm giving them one week to call me with a resolution or I'm walking.

DO NOT get a contract with American Home Shield; it is nearly impossible to cancel the contract. You cannot cancel the contract online and there is only one phone number to cancel your account. When you call this number, a representative asks you over and over why you are cancelling the contract; even if you do not give a reason, they will not go forward with the request to cancel the contract. If you are insistent with this representative that you want to cancel your contract, the representative says that they will connect you with the cancellation department as the representatives that answer that phone number do not have the authorization to cancel accounts, Then they return to the line and say that no one in the cancellation department is available so you are trapped in the contract.

American Home Shield has been a frustrating, time consuming and expensive experience. I have been sent contractors who were unfamiliar and/or unable to work in my appliance brands, contractors who fraudulently marked jobs as "complete" when they NEVER scheduled and an appointment NOR did they do any assessment, contractors who refused to submit detailed diagnosis of my repair leading to limbo for months while AHS runs circles around their documentation procedures. Most customer service reps are located off shore in Trinidad or the Philippines and the call hold times are typically between 1-2 hours.
In the end, I've had to spend hours on multiple calls and ultimately pay out of pocket for both appliances AND repairs because of the terrible service procedures and customer service. Avoid this company!

The worse company you can ever deal with. I hope no one uses this company. A dishwasher is something they cant even handle. Taking 2 months and still not done. Most incompetent agents, supervisors who never return calls. They charge a lot at time of renewal., but they send out the lowest unqualified, unlicensed vendors to do the job who start demanding cash when they come home. I can go on and on about them. The agents don't know what they're doing. Most unfit of people you can come across. It's a shame that they're still in business. Hopefully will be out of business soon!

I had been a long time customer, approaching 19 years, with AHS, picking up a policy upon purchase of our home in AZ. I added appliance coverage a number of years ago when Sears service, who I was quite pleased with, started closing stores. I recently requested refrigerator service when water from the ice maker began running into the lower freezer portion. AHS denied coverage stating that I didn't specifically have ice maker coverage. This is unacceptable to hide specific coverage in a policy when one is requesting appliance coverage. Beware of their fine print.

Used service twice. First time was excellent service. Second time called to have dryer repaired. Tech said needed to order part. Did not hear back until received text that service request was completed. Called AHS and could not understand Service Rep. Horrible English and bad communication skills. Informed that dryer cannot be repaired and needed to contact another dept. Have tried three times calling referred number. On hold for over one hour on each call. Minutes cost money. Unable to get in touch with anyone via phone, email or website. Terrible customer service!

Do not get this insurance since it is scam.
First of all, any time you have an issue you have to pay $75.00 for them to come and check the issue. Second, if the company that they have send has not fixed the issue you need to call American Shield to send that company back but they world not send them back right a way. For example, we had a leak that American shield had assigned a plumber to fix the issue. It took them 3 days to come to check the issue and next day we still had the leak and when we called American Shield they said they need to wait for plumber to send them the repot and that could take between 24 to 48 hours and since we called Friday now we have to wait until Money to find out when they will send someone to take care of this issue. Third, when they assign a company to fix the issue you find out that the issue is not covered by American Shield and you need to pay out of pocket.
My suggestion, save your money that you want to pay American Shield and use that money for when there is an issue, it will be cheaper and faster.

We reach out to the business directly prior to filing this complaint to address the issues, no answer at all

We placed our First service request, Service Request Date: 06/23/20 - Service Request #: ******* and it took almost 7 weeks (contractor went on 4 weeks' vacation) to fix the oven; after the technician left, we notice that the oven door was not closing properly, and we opened a new Service Request #: ******* on 08/18/2020. After we open the new service request, we received an email saying "Your assigned contractor should contact you within the next 24 business hours"; we waited for 3 days, no one called, then we tried to contact contractor to Set Appointment no answer, we left several messages, no one return our call, one week later we contacted AHS, customer service, said they called the contractor and no answer (AHS left v-mail) waiting for a call back. Two weeks later still no answer, WE HAD TO contact a repairman to fix the problem; he charged us $175.

We sent an email on their website (Dispute Date: 08/31/20) asking to credit the full amount of the warranty paid $479.88. Shaquel Ryan, AHS Specialist contacted us, she apologized for the bad service and said they will reimbursement the money, today October 31 we have not received the reimbursement, they do not answer our emails and/or phone calls

After, the door oven was damaged by your technician during a service call, then no answer at all from American Home Shield we had to paid from our pocket the repair, then the issue was sent to escalation/issue representative who promised to send us a reimbursement check; we did not received it and after that and so many calls and email not answered we start working with our credit card company to cancel the contract, since we are still working on that we had another appliance repair, our dishwasher wasn't draining completely; so we had to take care of it and we called a repairman, that's two repairs that we have paid from our pocket.

I had trouble with contractors and customer service, and finally was unable to cancel my contract. The contractors were not reputable and were sometimes rude. AHS also agreed to cover my split ductless AC but had no technicians to work on it. Contractors sometimes did not call back and other times canceled. The customer service deteriorated to the point that I had to pay a deductible on line before even filing a claim or talking to a person about an issue. When I tried to cancel, I was told that I would receive one free month for my trouble. Three months later, AHS suddenly deducted its monthly fee from my credit card. When I called about it, the representative said that I had agreed to continue the contract with 2 months free service! He refused to believe that I had not done so and said that no supervisor was available for me to speak with, adding that the original phone call I made requesting cancellation would need to be reviewed. Essentially AHS is calling me a liar. I spoke with VISA, which will dispute the charge if a supervisor doesn't call and cancel it and will cancel the card if any more charges appear. Don't deal with this company. It is awful!

American Home Sheild worst customer service I have ever experienced. Rudest, most unprofessional and inexperienced service companies that work for AHS. DO NOT PAY THIS COMPANY FOR A HOME WARRANTY!
Our microwave stopped working on September 3rd 2020 in are washing Machine my stopped working On September 8th 2020. This review is being written October 22nd 2020 with both still not working still getting the run around from American home shield. Absolutely insane to be on hold with customer service for over 45 minutes to speak to a customer service rep over 20 phone calls in to their customer service to be on hold for 25 minutes to be hung up on. Stay away save your money do not purchase an American home shield warranty plan