American Home ShieldReviews 63

My 90 year old mother has a spare bathroom that hardly gets used and the toilet had a tiny drip on the tank bowl. She called AHS, and they sent out a tech to repair it. After working on it his diagnosis was it was abuse of the toilet. And AHS would not repair it. But he could fix it for $700. Talked to the escalation dept. no help or respect for the customer. She's been with them for several years. All our family has plans with AHS. 7 plans that are being cancelled. They used to be a decent company but now they're just greedy and don't care about their customers or their reviews. Thank You and good luck with your ratings AHS. 7 cancelled plans and counting.

These guys are crooks. I cancelled my warranty, received a confirmation that after 9/25/21 no further bank drafts would be made from my checking account. On 10/27/21, they indeed drafted my checking account and when contacted refused to return my money. Time to get an attorney!
Leon Richardson

AHS pays very little for repairs and parts mark up... so If you want the least trained, least professional service then sign up with them. I say this after years of experience

I am filing a formal complaint against American Home Shield for attempting to elude their contractual obligations to me as a paying customer. I have a home warranty so that when something breaks in my home I can get it repaired inexpensively and in a timely manner. However, this has not been my experience in my dealings with AHS and my last encounter was no exception and is the reason for my complaint that I am making in this email.

On May 11th, 2021 I called AHS to put in a service request for a gas leak in my hot water heater. The technician came out and immediately informed my wife and I that he could not perform the work today because it was a two person job and he was by himself, and he would have to call AHS to see if the work would even be covered. I asked him if he could call AHS to see if the work was covered and he told me that he would have to wait until the evening to call because AHS would have him on hold for at least 45 minutes to an hour.

This in itself presents a problem for AHS customers as it prevents work from being done in a timely manner. The company operates in this manner by design so that customers are forced to go outside of their network of incompetent contractors so they the can skirt their contractual obligation and not have to pay.

I asked the contractor once he refused to cooperate and get us an answer from AHS if he could give me a call in the evening to let us know what AHS said about coverage. He agreed to do so and to my amazement he actually followed through. He said that the work would be covered but unfortunately he would not be able to come back out until the following week to do the work. REALLY? I am without hot water. I can't shower. I can't wash dishes. I can't cook food.

Again this is systematic. This is the way that AHS operates so that they don't have to pay for legitimate repairs or replacements on big ticket items like hot water heaters and air conditioning systems. They want the customer to get frustrated and go to another contractor so they can avoid holding up their end of the contract.

I, of course, could not wait a week to get this particular repair done so I hired my own contractor and guess what, AHS is refusing to pay. My hot water heaters ended up needing to be replaced and it is costing me $5000. After two days of trying to reach a supervisor on the phone I finally got a member of the escalation team today to tell me this. Anyway I just wanted to formally put this complaint in writing and send it up the chain. I will be taking further action to hold AHS accountable to the contract I have with them. I have been a customer of theirs for several years and I expect some type of reimbursement.

This is the third such issue I have had with AHS in the past 3 years and it's always the same. They make you wait and wait and wait. They don't care about their customers and they will let their customers go days, weeks, even months without basic necessities.

I'm gonna keep this very simple. My water heater went out. I opened a claim with American Home Shield. They could not get a contractor out for several days so they granted me the rights to hire my own contractor, with the condition that they technician call in before completing the work. I hired a locally plumbing company with good reviews. I advised the technician to called AHS before making the repair. The technician called me back stating that he had to add a second hand to help him remove and replace the water heater from my attic. I asked if he had spoken with AHS. He said yes, everything is good. This was on March 10th.
On March 11, I got the photos of the damaged Water Heater, along with the invoice that included the diagnoses of the appliance. I immediately forwarded to AHS. A week goes by and I call on March 18th to confirm receipt. The agent can't confirm ad advises me to resend. No problem, I resent, after verifying the correct email address. On March 23rd I call back to confirm receipt the second time. The agent first tries to advise me to resend, again. So I pushed to get the answer they they did have the invoice, but had reached out to the contractor for more detail, but had not had a response. So, I called the contractor and requested a more detailed invoice. I had to call twice, but finally got it on March 24th. I immediately forwarded to AHS. On March 29th, I called to once again confirm receipt and see if they needed anything else. The agent advise that it was being taken care of because they are currently working on invoices received on March 26th. I again pushed for a more definitive answer. I finally got to a supervisor who proceeded to tell me that the contractor didn't follow the procedures correctly. She said that he called after the work was complete to "help me get reimbursed." So they were denying the claim. 1. The invoice and pictures were very clear as to the diagnoses, which is covered. 2. They had made effort to get a more detailed invoice after the original submission on March 11th, which implies coverage. After I went to the process of getting what they needed, they are now denying the claim because the contractor didn't get prior authorization. I asked to speak to someone above her because she continued to have the same "conflict resolution" response, followed by "I am the supervisor." Finally I said I would hold for her supervisor. She put me on hold, came back to check on me and hung up in the middle of telling me she was trying to get her supervisor on the line.

Been with them for several properties for over 25 years, now canceling. The company has really devolved. They try not to pay when possible, or look for the cheapest alternative - taking a long time to do so is not a problem for them. Largest problem is they cannot get good contractors to work for the little money they pay. You as an AHS client are forced to deal with these bottom feeders. They also tell their contractors that they can make their money on the very large list of uncovered items when they do cover a repair. What happens is you get these guys charging 2 to 3 times what a typical non-covered item should cost. Additionally, they have phantom charges, or never even do the work. You have no choice but to pay them, or get cashed out at some less then wholesale rate by AHS. I have had to sue or stop payment several times in the past. Now have moved on.

It is the worst company.The AC stopped working some time in April for my rental property. I have contacted AHS and AHS sent United Air Temp technician to fix the issue. Technician mentioned that there was some wire issue and he said it got fixed. After the technician left my tenant called me and mentioned AC issue is not fixed. I called AHS again they sent same company technician again and this time technician added 2 LB Freon liquid and he charged me $280, the issue was not fixed after adding the Freon liquid. I called AHS again, this time they sent a Cool Factory technician. The Cool Factory person mentioned he cannot do anything and replacement is only the option. Issue started 45 days ago and It is almost 2 weeks since Cool Factory technician visited. And I am calling every day both Cool Factory and AHS and their answer is report is pending at AHS authorization department and I will get a call back from the authorization department.
And I am calling AHS for last two weeks.So every time I call AHS I need to stay on the call for 1.5 hrs to 2 hrs.It is too hot and my tenant is not able to live in the house but AHS doesn't care.

I Hope no one will sign up for AHS after reading this review.

AC broken in Jan, now it's Jun still haven't been fixed. My service request has been transferred to 12 or 13 different contractor, none of them works on my AC units. Every time contractor came and told me same thing, they don't work on Lennox AC with zoning function, and they will tell AHS to use Lennox certified contractor. But 6 months already! Their agents keep kicking the ball to each other. Their call is recorded right? Check your recording see how they just hired bunch of liars as customer service. Let me tell you some, one agent told me "i promise to find someone who work on your lennox zoning system" and they sent same contractor who came here and clearly state that they don't work on my unit. Called back, they said oh something probably have change during the past few days. Now they probably have a certified technician who can work on your system. 2 days later, contractor cancelled work order. Called back again, agent told me "ok, i'll send your work order in queue, if no one can be assigned, we'll authorized you to use your own technician. Waited for 2 days, they assigned someone who doesn't work on lennox zoning system again! Called back, agent said"ok i'll send your work order in queue, if no one can be assigned in 24 hours, we'll authorize you to use outside contractor. Waited for another 2 days, called back, agent told me" oh! Actually we just received your service report from last contractor! Your ticket is in queue today! Just give us 24-48 hours, if no one can be assigned, we will..." check your recording see if i'm making up a story... definitely stay away from this cheating company.

Save your money! AHS is horrible. Sent a plumbing company that had horrid reviews but when I called they wouldn't change it. Plumber came. Then got bizarre call from AHS saying all sorts of weird things plumber never told me. Of course, they wouldn't replace broken faucet (oh would for $180) and recommended invasive, very questionable plumbing repairs - of course, not covered. After I cancelled my AHS plan I get a call that they'll send out another plumber - why the h*** didn't you do that on my first request? They obviously do not care about their customers, use worst vendors and guess what probably nothing will be covered. Naturally they didn't want me to cancel. They hv a gravy train here! Pay in pay in but forget getting pay out. Peace of mind? No another stress and hassle Don't waste your money

My 65 gallon water heater started leaking. I called AHS and they indicated since it was leaking they would escalate the work order. That did absolutely nothing.

The first uneducated repair person came out, took pictures of the leaking heater and indicated they would call it in immediately. Nothing happened for a second day. The next day the dispatcher called and said AHS approved a 50 gallon unit. I said my existing unit is 65 gallon. I want a like for like replacement. He called AHS and then AHS called me and said they sent my request to another plumbing company because the first company couldn't install a 65 gallon unit. What?

Next company comes out and diagnoses the same issue, calls it in and AHS again approves a 50 gallon heater but now with a mixing valve. AHS claims the mixing valve will provide the additional 15 gallons of "hot" water to equate to my 65 gallon unit. Oh, right...

Turns out the mixing valve is an anti-scalding valve, so the temperature will not go above 120 degrees at the heater. That means by the time it gets to a faucet or shower head in the house, the temperature drops.

I complain to AHS and they suggest a tub test to prove the heater is pushing out the correct temperature and gallons. According to the mixing valve company, the amount of water increase based on the temperature of cold water in my area of the country (70 degrees), I will get the equivalent of 78 gallons of hot water. The tub test is performed by filling a 5 gallon bucket and then taking the temperature of the water in the bucket with a professional thermometer.

From 5 gallons to 55 gallons the temperature went from 122 degrees to 81.1. The allowance is no more than a 30 degree drop or it fails. By 55 gallons, it had already dropped by 41.1 degrees. The plumber stopped at 55 and didn't go to 80 gallons because the test had already failed.

This information was sent to AHS, and they said they would cash me out. I suggested from the beginning that AHS did not abide by their own warranty to provide the same capacity and spec from my 65 gallon unit. They claimed although there is a 65 gallon hybrid, which is the only 65 gallon heater on the market, it was not the same as what I had originally. It doesn't matter as it is the only replacement available.

The cash out was calculated by installing 2 separate water heaters. One for 30 gallons and another for 40 gallons. I complained that this is a false comparison and has no bearing on installing the 65 gallon hybrid.

I received a cash out check but have not cashed it. Working with an attorney to determine my options.

Oh. By the way, the AHS contract states you have to advise them and get permission to sue them. LOL. OK. No problem.

So, my water heater went out and I called to place a service called to have someone to check out my water heater and get it replaced. Well, I get a call later telling me that one of the part is not covered because of its being an upgraded part. For one just let me hold that right here... (I work at a law firm) I get out my contract and as I look for the water heater title i read " Covered: ALL components and parts, including tankless water heater and circulating pumps, except: Not covered in all caps and in bold Auxiliary holding or storage or storage tank-noise-fuel storage tank and energy conservation unit." Nothing listed here states that T&P is an upgraded part. They dont even list upgraded part nor do they say to refer to page # letter. So, as I was advised by counsel to file a complaint. And ask for a refund. I even called another company to see how would they handle this issue and I was told that when a contract states ALL that mean ALL and should be covered. Before you call these Warranty companies please do a background check on customer service and product service. I now have filed a complaint with home office AG office with a copy of their contract...

After being with AHS for over 4 years and paying by automatic deduct from my checking account on a regular schedule, I attempted to arrange my first service call. Of course it was on a Friday after hours so their office was closed. I got one of their many reps who then informed me that my A/C system was not covered. It did no good to try to argue so I spent the weekend sweltering in 95 degree heat. I foolishly thought I could get this all cleared up on Monday when the main office reopened. Ha! I explained my situation to the first rep who said it didn't make sense and she'd look into it. After not being able to sort it out, she informed me that she would transfer me to someone who could. She transferred me alright. Straight to an in house voicemail system for their employees which asked for a code and then disconnected me. The second person I spent 30 minutes on the phone with wasn't much better and put me on hold numerous times because she didn't understand it either. Bottom line, even though I had been mailed a contract, called Shield Complete, from the company, over a year ago stating that the HVAC system was covered, I was told it was not. The rep that had originally signed me up and with whom I had been trying to reach by phone for days leaving numerous voice mails never returned my call. So even a contract from the company that I had been paying into for years meant NOTHING to them. Not only is their word worthless, this proved that their contracts are too. Oh and when you call to cancel your plan, make sure you have a lot of time. They will put you on hold for an unacceptable amount of time AND charge you an administrative fee. Insult added to injury. This company is absolutely good for nothing and can't be trusted at all.

1 star is too much for this review.
My AC broke on July 3rd... today is July 23rd they still did not fix AC. Horrible customer service, I had to pay $3500 for the compressor because they said they don't cover it. What is the purpose of the warranty when you have to pay even more than it cost... and 3 weeks later they still did not come to fix it. They outsource to contractors that you cannot reach, their mailbox is always full and they don't show up for appointments 5 times now, only promising that they will call, but they never do. Stay away from the company.