AHS American Home ShieldReviews 578

My family has been a loyal patron of your company, American Home Shield (AHS), since 1998. For 22 years, we foolishly were led to believe the marketing gimmick currently displayed within your home page (https://www.ahs.com/about/): "Our Commitment Continues. Today we're the undisputed leader in home warranties, helping to provide peace of mind to millions of homeowners, regardless of the age or condition of their home. We also provide the convenience of having a single number to call when something goes wrong." This is an outright lie! Your company falsely advertises that it helps protect my family's budget when components and appliances within our home break down due to normal wear and tear. Further, your company advertises that it will either repair or replace such appliances and household items. Again, a fanciful ploy to entice families like us to believe that in a time of need you will have our backs; comical!

Stay away from this company! They take your payments and co-pays promptly but service takes months! The serviceman came out right away and determined that our garbage disposal couldn't be fixed. It took MANY phone calls and 7 months to replace our garbage disposal and then they replaced it with the CHEAPEST one they could find not one that was comparable to what we had. Second issue we are still trying to resolve is payment to a contractor who came out to fix our furnace. The contractor followed every instruction AHS gave him and its been 6 months and he still hasn't been paid. I have spent hours (5 1/2 hrs) on the phone over the last 2 days trying to resolve this issue and its still not taken care of. We chose this company because the reviews we saw on their website were excellent but I truly think those reviews are plants. STAY AWAY FROM AMERICAN HOME SHIELD!

This is my SECOND TIME dealing with them on appliance issue. The first time it took them over 2 1/2 months to repair my dishwasher because of the hold up in getting parts authorized. Now it's our refrigerator and now we are at two weeks without a refrigerator because we are waiting on them to authorized a part that THEIR CONTRACTOR states we need. If I paid out of my pocket it would have been fixed that day. But SHAME ON ME for trying them one more time. Just give me my money back and I will get someone else to do a this 30 minute job. If you can do without your appliances for months when they break then this is your company.

I would give zero stars if I could. They dont cover what is in your contract, then when you try to speak to a Supervisor they ALWAYS say they are not available but tell you a Supervisor will call you back but that never happens, then they try to double charge you on service calls you already paid for and they let you know this by e - mail that you can not respond back to because it's one of the no reply e mails so you are forced to call them at their overseas call center and wait on hold for 2 hrs. On average and then when you get through they will not answer your question out right then they hang up on you. When you ask them for their legal representatives point of contact so you can have your attorney contact them they out right deny that to you. I will never ever ever use this fraudulent company again. Oh and did I mention their website has no other number you can call but their overseas call center and they conveniently have a no class action lawsuit clause in your contract only small claims court which they give you no information when requested so you can give it to your attorney to make case for small claims court. Do yourself a favor and look at all the scams they have pulled on people on youtube.

My air conditioner stopped cooling so I placed a service order with AHS. The vendor they sent out discovered that my compressor had burned up and gave me an estimate of $3,000 to replace it. I later learned that this was well over a $2,000 inflation amount. Several days later, I tried calling AHS and no one answered and no one returned my call. My daughter and my son also called AHS several times and were laughed at and hung up on when they asked to speak to a supervisor. They were even told that the supervisor would not accept their calls. At this point, it was well over 105 degrees outside and inside it was in the 90s with no air conditioning. At the end of two weeks in this heat (I am a senior with major health problems so this was not good for me) my children helped me buy a brand-new air conditioner. Everything in AHS's contract were total lies. It was well over a month before I heard anything from AHS. I even sent a letter to the CEO who never answered my letter. For all they knew, I was still living in 90+ degrees in my house. I would never ever consider doing business with this company – fair warning!

I was mistakenly charged for a service fee of $100 on 8-3-2020. I called on 8-4-2020 and spoke with a customer service representative. They apologized and told me the refund would be processed in 7-10 days. On 8-13, it hadn't been refunded, I called back and spoke with another representative, I was told it would be processed by 8-18. I called back on 8-20 to speak with another representative, she stated she see the request was made but will follow up and have a supervisor call me back and let me know when I can expect the refund. I never received a call back nor have I received a refund as of 8-30-2020. I requested to cancel the contract, of course that hasn't occurred either!

AHS has been hot and cold when responding to work order request. Service is slow and the coverage is subject to interpretation. Service providers are mostly qualified, however there must be a relationship problem that makes its difficult for contractors to process work orders and get paid. Trying to speak to a representative takes 3 transfers and minimum of 45; minutes. What's happen to customer service? No sense of urgency to help when failures occur in the home. I would accept consistence as a standard service.

Almost 8 weeks of no answer.
I have been paying my home warranty through AHS for over 5 years at 116.00 a month.
As of now, I have paid AHS over $7000. 00!
My microwave broke down and American Home Shield told me that parts are no longer available for it and that they would have to replace it. So, AHS gave me a "special" number for the American Home Shield appliance purchasing line. I got a hold of them after long hold times and they told me that their system was down and they would call me back. Got this a couple of times and now they never answer. The "special line" is only open 8 hours a day and the wait time always equals the time left in a day. 8 hour wait time, 3 hour wait time, 5 hour wait time, and then click -gone.
I have called the AHS customer service line and they have been on hold, with me, for hours trying to get through to their special" line but the AHS replacement line never answers. Once we were on hold a total of 3 hours. And eventually -click! In my account online with AHS the incident is closed showing the microwave repaired!
I am starting to think that American Home Shield is a total consumer fraud.
It is coming up on 8 weeks. I will be forced to file a lawsuit for the return of my all premiums as the insurance appears to be worthless. The AHS online chat is gone, AHS does not list an address or email on their site. I have called American Home Shield's corporate numbers that I found online and I can't get through. And in the meantime, they are running ads raking in new customers.
If I can't trust this company with my microwave how can I trust it with my AC or refrigerator?

Thank you for your response. However, it has taken over a month to get any response from your company! I have tried calling in and the wait time always exceeds 90 minutes. This is unacceptable.

Please review my account. I have had several conversations with your customer service. Initially, when my water heater failed on a weekend, I spoke to Michael, one of your representatives who told me to call a plumbing company if it was an emergency because it would take at least 24 to 48 hours to have one of your contractors come out. He called me later to apologize that I was misled and that he failed to mention that part of the contract. He repeated that part of the contract over and over again when he called me because I asked a supervisor at your company to have the recording of our initial conversation reviewed. Obviously, he was reprimanded and was required to try to correct his mistake by reading and repeating American Home Shield's policies, only taking care of his liability and completely neglecting the problem it created with me.

I am asking you to make an exception and reimburse what I paid. This is an example of a poorly trained "customer service representative" giving me, a customer, misinformation. Your template email stating that "Unfortunately... Your claim has been denied..." is fitting for a company that takes no personal interest in its customers.

Because I have not experienced the great customer service or better response time I was expecting from American Home Shield, I am definitely going to another warranty company.

We contacted this company on Monday about our refrigerator going out. Two companies assigned to us and Thursday afternoon and no one has shown up after telling us they would be here daily. Just called and they said tomorrow. I just threw away over $1K in food today, trying to keep it until we could get our refrigerator and freezer fixed. 100 degrees here today and no ice, freezer or refrigerator for 4 days now. DO NOT WASTE YOUR GOOD MONEY ON THIS COMPANY. You will get ZERO customer service and spend days getting something fixed.

I think this is the 3rd time now in just a few months that our refrigerator's water dispenser stopped working. AHS has sent out contractors-- I won't even discuss the previous issues, but this time, I called the main number and could not get in contact with a human being! No matter how many times I said
"representative", it just kept ignoring me (i found out about an hour after all this bulls--- that the magic word is "agent." If you say representative or anything else, it will ignore you!

So I finally chose the option for someone to call me (when it finally gave that option, at least 15 minutes after holding!), and kept waiting for at least another 20 minutes. I stepped away literally for maybe 20 seconds to let my dog out of her crate, but could hear the "hold music" continuing. When I came back and looked at my phone, there was a sudden missed call from AHS! Meaning, since I had my phone on speaker and never heard any beeps, the way I would have if another call was coming through, that someone basically just called and hung up! So I cancelled the service request online and it said it will take 48 hours to get my refund. I'm still on hold and it is now 5:03 pm. I have been trying to get in contact with AHS since 3:43 pm. THIS IS A SCAM! If I ever get to talk to someone and AHS does not make this right and PROPERLY FIX MY REFRIGERATOR without charging me, I am immediately cancelling and will ensure that my best friend, who is a customer too, will cancel as well! What a terrible business! These are the kind of businesses whose executives are all going straight to hell and I cannot wait for such a day so I can rejoice!

Have you noticed that on the AHS website they don't have anywhere for escalations or complaints. Wonder why- because it would be the entire active customer base maybe? Hold times are LITERALLY over 2 hours. Their recording says 60-70 minutes. Yesterday I held for 223 minutes. Today I held for 144 minutes. I've had the warranty for YEARS. When i finally call because my fridge went out they said 12 days till we can schedule you for someone... 12 days without a fridge. Can you escalate i ask... no we don; t deviate from contractors... can I pay a fee and get someone here sooner? No- that negates your warranty... so- i can hold for 4 hours to have 3 minutes worth of conversations and have no way to escalate my concerns on the website or with a number... btw they can't transfer calls... what a wast of 70 bucks per month for the last 8 years... i can't go 12 days and have to buy a new fridge anyway... who holds them accountable?

They send a technician out on July 24,2020. They recommended that HVAC be replaced-- it's from 2002 & it's not cooling. Thermostat is set at 70, but the house reads 75-77 degrees. I have my dad, a 96 yr old VETERAN whose bedbound living in the house. They keep giving me the runabout between the Heat/AC company & authorization dept and have not reach a decision while we are burning up in the heat of summer.
Very unethical practices and poor customer service.

Do not waste your money and time for this unreliable and money draining company. Their customer service is the worst that you can get. Their phone waiting time is hours and hours. If there was less than zero star I have to give them. They will not fix or replace your appliances. They will find excuse to avoid repairing or replacing your item. They will increase every year your rate. Their service is the worst that you can get in California. They know how to fool people. They have the money to advertise their business. You don't believe me, try to have an agreement with them and you will see the outcome.

I've had to make multiple calls to American home shield to get a single item Fixed. Every whole time with the call is greater than 40 minutes. They never respond to new service request. They are contractors are all leaving their service they tell me. They always find ways not to pay you back.