AHS American Home Shield

As a property manager (or even a home owner), when you have an issue you should be able to speak to a manager in charge. I called multiple times and waited on hold for a long period of time and finally just gave up. I put in a request for a call back. The person on the other end was extremely difficult to understand and was very impatient and rude. When I asked to speak to a manager I was placed on hold again to wait... when a manager was not put on the phone with me, but the same difficult rep. After venting my frustration and her continuous repetitive answers of a manager is going to tell me the same thing... she hung up on me! I called back and sat on hold for over 30 minutes and gave up. There is nothing on their website allowing you to place a complaint or request a call for assistance for a dispute. If you reach reviews you will also see the numerous complaints of the worst customer service out there! To all who care... if you wish to have coverage of this type I recommend First American Home Warranty. They actually have a separate contract for rental homes and the service provides you with your own login and a much better line of communication. This coverage and their approach to assisting you here at AHS is a disgrace and they are simply robbing the American people of their money and presenting false hope of coverage for repairs and immediate service. Their commercials are better than their service.

We could not have had a worse experience with a home warranty. We paid the money we owed, we used the company they recommended when we had an electrical issue (which was covered), and then they fabricated an excuse for not covering the repair. I wouldn't be surprised if they had a scam going with the company they recommended because when I finally called a highly recommended a/c company, they fixed the electrical issue within minutes. American home shield has continued to lie to me telling me they are elevating my issue to their next level, but each time I call for a status, they have no record of having talked to me and the process begins again. Then they tell me I exceeded the amount of time to file a complaint when I've been trying to do that for months. They told me they would call me back 4 different times and never did. They figured out how the phone works when my warranty was nearing the expiration date and they called me three times a day for weeks. Save your money and hire a decent contractor for repairs. We funneled way too much money into this fraudulent company and their lousy contractors that are paid to say what AHS wants them to say. I would leave no stars if I could. We have been incredibly inconvenienced by this company and they robbed us of over $1400. Avoid them at all costs, it's a scam and not worth your time or money.

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!

Not only did they not find me a plumber I had to pay for it myself and they have not given me back my $125 service fee! I canceled my contract and they went into my account and charge (stole) another month payment! This is THE WORST company EVER

AHS definitely has changed. I was told to look for a company near me that would come out to fix my AC since the company they chose did not respond to our calls or their calls/emails. The company they chose did nothing for us. We left many messages. AHS wanted us to wait another 24 to 48 hours before they can cancel the company they chose and pick another vendor. I would have to wait for a refund and pay another service fee to get another company or research and pay a company of my choice. They did nothing about the situation. I had to call them to cancel payment. I had to get another company on my own and pay them. No point in having this type of insurance company that chooses companies that don't respond and who chose to hide behind company terms and conditions and not help their customers. I will not be renewing my policy with this company. You're better off putting the money in a bank account for home repairs / emergencies or getting a company that actually does what it is supposed to do.

I had a 2-year premium policy for a new house I purchased. The second year the A/C started leaking water. Called AHS and paid fee - first tech explained that the leak was from an INTERNAL DRAIN PAN and accused me of abuse! No one ever could explain how I could "abuse" and internal component - and they denied the claim. I protested and the second tech claimed that it was negligence and lack of maintenance. Once again, no one could explain how a homeowner is supposed to 'maintain' an internal component THAT REQUIRES DISASSEMBLY TO GET TO IT - thus voiding any potential warranty it might have. They MANUFACTURED LIES AND ACCUSATIONS TO AVOID REPAIR OR PAYMENT - TOTAL RIPOFF - DON'T WASTE YOUR MONEY!

Had an issue with my refrigerator and the team didn't do anything for couple of days. On follow up, assigned someone who called and said they are not able to come. On next follow up, they started looking up a new one, this is after my call a day later. Assigned someone and that person comes in and say they don't work with this brand refrigerator. Follow up next day and still don't have any vendor assigned to take care of the issue. This is a week into after requesting for the service, the service price charged on the day the service was requested and the monthly premium have been increasing without any issues. This company is a big rip off. Unless you push for anything they do nothing for their customers. The only thing they know is to keep you on hold and indicate that they have your request in dispatch queue and will need 28-48 hours to get a vendor assigned. That vendor would take few more days to give you an appointment. When asked what are options, they say no options, the insurance is not liable for anything but to provide you reference with vendor. This is terrible customer experience and I wouldn't recommend this to even my enemies. I am off them and if possible sue them for all the losses in time and money.

For 4 years I paid every month for AHS insurance. Air conditioner broke down and the most they would pay towards the repair was $1,500 (which, to be fair, was stated in the contract). I would have been better off saving up the money I paid to AHS and paying for the repair myself. I decided to cancel, spent 15 minutes with Ronnie (nice American name but English was so bad I could barely understand him) listening to reasons why I should stay. When I couldn't take it anymore and told him for the 4th time I'd like to just cancel my policy, he transferred me to Consumer Sales Dept, who tried to get me to not cancel AGAIN, before canceling my policy, and then charging me $108 to cancel. Ridiculous.

It take for ever to reach their customer service, anytime and every time you call them for a service request. Very frustrating, better stay away from them.

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?

23 year customer on Gold plan can't get warranty coverage for a Hot Water Heater. The SWAT plumber claimed that code requires all parts to be replaced. Warranty covers the heater & all parts. SWAT plumbing says pay us $2,300 and we'll replace it. AHS says the heater & all parts aren't covered, won't allow me to speak to a supervisor & Escalated the request promising a call back in 24 hrs.
3. WATER HEATER (Gas, Electric, or Oil)
COVERED: All components and parts, including circulating pumps, except:
NOT COVERED: Solar water heaters - Solar components – Ancillary holding or storage tanks - Noise - Fuel storage tank and energy
Conservation unit - Flues and vents – Thermal expansion tanks – Instant hot water dispenser.

Save the $50/month that you'd pay for AHS to pay for your repairs! This company is a joke! I first called on November 27, to have my induction cooktop repaired. Someone came out, looked at the cooktop and said he'd have to order the part. The part took a month to come in. He came back out to install the part and still could not get it working. As he was reassembling the cooktop, he shattered it. He now had to order a new cooktop. A month later, he comes back with the new cooktop and the same part that he tried last time that didn't work so of course after reassembling everything, it still didn't work. He came back a third time, once again, still didn't get it working. Now, I guess they send in the "big guns", a new repair company called to schedule a time to come out. That company NEVER SHOWED!
When I went into my AHS account, it showed the job "complete". I spoke with an agent, who didn't seem to be too surprised that this has been a 3-month fiasco. She just said, "okay, we put in a request with the repair company to see why they marked the job as complete". And that was that!

Our hot water tank developed a leak in September 2021. We requested service from AHS but they were unable to secure a contractor to repair it. We were given authorization to find our own contractor to complete the work.
The local contractor began to make multiple attempts to work with AHS but after multiple long waits on the phone and other delays through this process he finally deemed an unproductive use of his time.
Now was January. After talking extensively with the AHS customer service person I was given authorization to go ahead and get the tank replaced and was provided with the instructions on submitting the invoice for reimbursement
I had the tank replaced and submitted the detailed invoice for the tank and installation on January 30 and did not hear back. I resent it on February 7. When I called after that I was told that there was still info missing so I sent again on February 15 and again on February 17 this time including proof of payment from my credit card statement. Just in case that was what was missing.
When I called today – February 23,2022 -- I was told that my claim would not be paid because the contractor had not gotten prior approval for the work. Really? So even though I was given approval get the work done and also given the instructions on how to submit the invoice for reimbursement they will not pay for the repair.
I do not understand how they can legitimately deny this claim. The really sad part is that we have been AHS customers since 2007. So disappointed in this company and would not recommend.

American Home Shield is an organization that should be avoided at all costs. Investing money with American Home Shield establishes a business relationship with a company that has proved to breach its own agreement. If and when you need to utilize the service, the AHS people you will be dealing directly with are representatives who work out of the country and speak very poor English. In addition, they lack integrity and make no effort to uphold high standards. The fine print of your agreement with AHS implies a guarantee that AHS will profit and no guarantee that you, the homeowner, will benefit. Our personal experience with American Home Shield included being lied to, receiving NO help from any professional service providers as promised, and our having to seek counsel to obtain reimbursement. AHS representatives via telephone refused to back up their verbal promises by putting them in writing via email. They simply refused. The only "shield" that was evident was the one AHS held up to hide from their promised responsibilities. We have documented proof that AHS replies to emails sent to them by organizations such as the Department of Consumer Affairs avoid addressing customer concerns. Our very strong advice is to not consider American Home Shield for your home needs.

This is by far the worst company that I have ever dealt with. They replaced my leaking shower faucet valve with a non-equivalent valve. (The valve that we had before was able to control the volume of the water and the temperature but the one that they replace with was controlling only the temperature and it is always on maximum flow, which wasting lots of water and energy. In addition to that they left the hole in our bedroom wall without fixing it even though they promised me to fix the hall after they finish replacing the valve. It took them about three months to replace the valve. After lots of calls ( each takes more than an hour every time) and over six months so far of waiting for them to come and replace the valve with the correct and equivalent one and fix the hole that they left in the our bed room wall. On top of that, In addition to the $ 75 Dollars charge ( deductible) they insist to charge me extra $125 dollars ( they told me it was for the extra work needed to make the piping suitable for the new valve). I didn't see that extra work and ended up with lower configuration valve and big and ugly hole in our bedroom reminding us every day of our great mistake to trust this company.

Putbin a service request Aug 5th for our washer. I'm still waiting for a 4th repair attempt by the same repair company. They won't come until Oct 26.

I don't know what to add to this list of reviews. Every single negative comment I've read here ACCURATELY describes my own experience. The long phone wait times, the ineptitude of the agents, the underhanded way of exploiting a desperate customer dealing with a broken appliance, etc. etc.

They were finding every possible way to free themselves of any legitimate obligation to pay for repairs. Perhaps other warranty companies do the same but these guys are standouts.

These guys stand out for their non-existent work ethic. I'm not just talking about their "way of doing business". They lack any shred of decency. They will wait patiently for you to eventually give up on your claims and complaints.

I've seen other solid customer service where the company does all it can to make good one way or another and create a win-win. AHS seeks every opportunity to harm the customer financially and emotionally, until you eventually decide to cut your losses... And then they hit you again (with more insulting fees) as you exit.

American Home Shield is the worst company to deal with. When I signed up the sales person said I would only have to pay a service fee of $100 and no additional costs from me out of pocket even if something needed to be replaced. That was a lie! First of all, they don't make the full contract agreement available to you until 30 days you sign up so if you saw something in the contract you didn't agree with, you wouldn't cancel within 30 days.
There are too many details to type. But basically my steamed heat boiler was leaning from the inside therefor we had no heat (and it was November in NJ). 2 months of going back and forth with AHS, it still was not fix. I ended up getting my own contractor replace the my boiler. I cancelled AHS right after that. Also, FYI- The service call center is overseas and they all speak very broken English. So I paid each month for service and received nothing from AHS at all. No reimbursement. Nothing! Please do your research and take these reviews seriously. Otherwise you will waste your money and pay a monthly fee for nothing. If there was a Zero stars, I would've chosen that. Giving a 1 star is way too generous.

I WISHED I WAS WARNED.
If I could rate a negative infinity I would. I had an emergency issue on the weekend and was told I needed to wait 4 hours for "Dispatch" to locate someone. If "Dispatch" could not assist, they would provide authorization for me to contact an available Contractor. ALL LIES. When I called back, they said I had to wait another hour. I waited another hour and then was told (WAIT FOR IT) by the 3rd representative all of the open businesses or ContractorS in my area are on their "DO NOT Contact list". The previous two representatives never mentioned a list. Been trying to reach Corporate to no avail. Customer service is in the Philippines and no help at all. WE SHOULD ALL BAN TOGETHER FOR A CLASS ACTION LAWSUIT. THEY ARE HORRIBLE.

AHS denied my claim twice for my oven fire. Two separate repair companies wrote in their report that I stated "plastic tray was in oven"
Something I never mentioned. I discontinued my policy

Absolutely garbage. Worst company. Stay away. Good luck trying to get answers. They say parts ordered and never ordered. When you ask they put you on hold and then hang up. Horrible company.

They will not get the job done after 7 hours on the phone and 3 months later! They will not give me any satisfaction at all. I am very disappointed at their response!

I was with them for over 10 years. The quality of work is excellent. The speed of response for service calls is excellent. The coverage is wide and I never had any problem with them saying an item is not covered in over 10 years. Those are the positives.

The negatives are:
- They will keep patching up an equipment till the very end to ensure they don't have to pay to replace.
- When they do have to replace the ceiling will get you a replacement but usually not a quality replacement. On my AC unit for example that finally failed, I ended up paying for a quality system totally out of pocket with no credit.
- If you don't pay attention you will sign up for a package that covers a number of items that are not in your home and as a result you are paying a higher premium because of that. Better to go with another company that covers just what you need for a much lower premium at a lower deductible (service call fee).
- If you ever decide to cancel, they will charge you a fee (approx $75) and they don't tell you this until they have completed the cancelation process and you are out the system. They really should disclose this up front. This is with 10+ years of payments.
- The plans auto renew with price increase each year and no advance notice of price increase. I literally did not know the price was increasing until this year. This was the reason for my cancelation.

The repair men were prompt and courteous. They were able to replace the broken part and repair what needed to be repaired all in one short visit. My garage door was fixed in under an hour.