AHS American Home Shield

American Home Shield Corporation [AHS] / toilets' leaking repair order #******* on 9/5/2019
Review: poor service representative to take order. Poor customer service to resolve the problem

First time to use AHS. This year is a 2nd year after signed up. I had no claim at first year. I called for toilets leaking service last week after tenant moved out. The Representative's English was very hard to understand. However, I got her name down as Zally. And I told her many times that there were 4 toilets' leaking, one at first floor, one in basement, and 2 at upstairs. In the end, I asked if I would get Email confirmation. She said no. I told her other company HMS gave me email confirmation. She repeated they don't send out email confirmation. Anyway, Chesapeake Plumbing office came on 9/12 to repair and showed me 3 toilets on the order instead of 4 to repair. Later, Ii called 3 times and complained and each time was told that supervisor would call me back. 5 days passed. Nothing happened.( I asked for phone recording to prove 4 toilets leaking.)

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

My A/C broke in 118 degree in Arizona and they make me suffer after 5 days they finally erlaubt me to find my own contractor cause they could not find one for me so bad they are no one wants to work with them I got some one came and replace my A/C and they pay nothing and decline the reimbursement they wanted to send someone after 12 days imagine inside my house was 96 degree and outside was 118 and did take there time cause they don't care about people there policy is to make you give up when you need them don't waist your money on this company's they are just laying and want your money I learned my lesson

All I wanted to do was cancel my policy because the rates keep going up and the coverage is less each year. Trying to get that done and being transferring a thousand times is incredibly frustrating and at the end of the call, I still have to call back in a month because they can't cancel a month in advance. The hard sell was ridiculous, I asked her 5 times to just cancel my policy, WOOOOOWWWWWWWWWW. If I could give this company a -******* I would.

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.

We had really bad experience and unhelpful trying to be tricky when it comes to provide the service.ia done.wasted my money …

If I would be able to give this company a 0, I would. We have been without air conditioning for a month now. They assigned our case to a contractor that not only did not repair the heating pump/AC unit, but damaged it even further. Afterwards, they changed it to another contractor that never showed up. Finally we talked to them this morning. After their customer service representative assured us the she left a voicemail for yet a third contractor, we called the contractor and guess what? There was no voicemail to leave a message on. We called American Hone Shield back. There were no notes about the last discussion we had with their representative about the third contractor. When you are asking for a supervisor they always say that the "supervisor is in a meeting". Offshore horrible lying deceiving customer service that are there just to cash a paycheck. To be lied to again and again is awful! To be in Florida weather without air conditioning for over a month is also awful. We waisted our money. We will cancel our account.

This company doesn't even deserve one star. I have called them many times and they don't cover anything. Then 4 months ago, they sent someone to look at a leaky hole in our duct. The first guy came out and poked his head into the attic and said he didn't see anything, I pointed to where it was located and he said he didn't want to go up again and left. I googled that company and they had 1 star on google so that makes sense.

Then I called them and asked them to send another vendor who will actually look at the leaky hole in the duct. It took two months for them to send someone and because of that, the duct was moldy and there was a hole in our ceiling. The vendor fixed the hole but said he needed to come back to replace the moldy duct and he would tell AHS to send someone to fix the hole in the ceiling. But AHS never sent anyone and the vendor never came back.

So for the last couple of months, I have been repeatedly calling AHS to find out the status. They say, "We will send someone to do both issues this week". Then a week goes by and nothing happens. I call again and they have no record of it. This went on over and over and over. I still have a hole in my ceiling and moldy ducts because of them.

I finally tried to cancel my account and it took several hours, and as of right now, it still looks like my account isn't canceled.

This is a waste of money and if I had just put the money I pay them into an account, and used that money to fix stuff, I would have a lot more money right now. Run. Don't walk.

Dealing with AHS Customer Service might be the worst experience with a company I've ever had. I submitted a cash out request on Monday, called back Tuesday only to have the agent tell me that the previous agent never submitted the request. I was told it would take 24 hours to process from then. I called again Wednesday and the agent said it would be processed by the end of the day and that a Supervisor would be giving me a call, which never happened. Called again Thursday requesting to speak with a Supervisor, to which the agent said she was busy and would give me a call back later that day, which never happened. Today is Friday, I haven't had a working A/C for over a week, and have yet to get a status update on my request, or successfully speak to a Supervisor after two separate requests. I'm starting to believe that they may not have any Supervisors on duty which is why the Customer Service agents just seem to run rogue in their dealings with customers. Truly disgusted with AHS Customer Service and their ability to make me feel like a valued customer. I would give negative stars if I could.

I have been having problems with my washer/dryer and called for service back in June. It was making clothes I put in it dirtier than before being 'cleaned'. I had a service call on 6/11/2020 and then another service call when the first person did not know how to fix it. Then it was escalated to a supervisor at AHS and they told me to buy a replacement for the washer/dryer which I did on 7/4/2020 and I submitted the receipt on 7/5/2020. More than two months have passed and I am still waiting for reimbursement for the washer/dryer.

I have called at least 12 times (including the many calls for service) and waited on hold an average of an hour each time. I have been told many times that my check is "being processed" and will be done in 2-3 weeks, but that should have been done a long time ago. The latest I was told is that my check was canceled because they didn't know where I live. Yet they knew where to send the service people and the bills for the last 10 years.

Yesterday I passed the three month mark since my first service call. What do I have to do to get reimbursed for my washer/dryer?

Made a central air claim with American Home Shield as a Platinum level customer on 3/8. They had to order a part which took 2 weeks (compressor), then had to order a second part which was installed yesterday (Reverser Valve), and replaced freon. As of 9 pm today the ac is not working. Called AHS and asked for the service provider to be recalled. Was Informed that their notes still show the job as waiting for the compressor and that the ticket Is closed simultaneously. It will take several days (going Into a holiday weekend) to investigate this claim. It has been a month of no AC, today was 96, and at 10 pm it is still 79 degrees In the house. Should not have to pay for a second claim when the first claim Is unresolved, and the contractor should be immediately re-dispatched. Have been on hold for 30+ minutes for the escalation department. This Is every single claim with American Home Shield--ZERO COMMUNICATION on top of that. They take a week plus to be able to locate a contractor In my area, despite the fact that they take the monthly fee. The next step Is a complaint to the Florida Department of Agriculture and Consumer Services. Taking money for services that you fail to provide Is stealing. Hoping calling attention to this culture of service with the parent company might have some impact.

Horrible Company if you need a big Item replaced, they will make sure they send the same type of contractors to "diagnose" or damage your system to AHS needs, my working AC was not cooling enough, first contractor arrived and "found" cables outside and noted the damage was "surge" witch AHS do not cover, send second contractor, noted more damage, cables disconnected, trash bag inside and motor locked...note this unit was working a week earlier, just not cooling enough. AHS denied claim now using "abuse" so, they sent a contractor that damaged the unit, a second contractor that verified first damaged the unit, then denied the claim even tho the dispatch CLEARLY states NORMAL wear and tear... their responses... we will refund you $100 and you can take the contractor to court... I bet the claims dept make their quota on denied claims...funny thing, if you look at those contractors in other review sites, many people have similar incidents with AHS, I think we need to start a class action lawsuit, this is not isolated.

They do not deliver what they promise! Cheap contractors that are not accountable and they even do not follow their own policies. Out to make a buck and zero customer service!

Was told my plan didn't cover a clogged sink. To my surprise I was flooded. My paperwork that I had said it would cover a clogged drain.I was ripped off by them so nothing good to say about AHS.

My mother received a call on October 17 telling her that she had not paid her bill for that month, I told the woman that I was her daughter and she was in the ER at that moment and I would have to call her back. My mother had a stroke 6 years ago and no longer handles her own business affairs. I called back the next day to try to find out what was going on because I could see that they had been paid. This is when we discovered that 1. There is no fax or email to send a POA. 2. They wanted me to put a woman who was in the hospital on the phone to give them permission to speak with me. When she was released, we called to see what was going and discovered they had been billing my sister's card for 20 months for an inactive policy. We canceled immediately, or so we thought. 3 days later they call again to tell us they had not been paid, they were trying to bill my sister again, it cost us $80+ as an early cancelation fee to get out of the contract. Today my sister finally got her $1800 refund, yes $1800 had she not reported her credit card stolen they would have continued to bill her and she would not have been able to resolve it because the contract was inactive and they could not find it until it did not get paid. What business today does not have email or fax to quickly resolve issues or allow people to give written permission to discuss their affairs. Just another reason I think they are shady and cannot be trusted.

The AC WAS NOT WORKING, AND THE CONTRACTOR SAYS IT IS HAS TO BE REPLACED, THEN THEY DON'T REPLACE AND ALSO ASK ME TO PAY FOR THE PARTS, BUT THE PLAN I PURCHASED IS COVER ALL PARTS, THEN THEY TELL ME THERE ARE MODIFICATIONS AND ASK ME TO CONTACT CONTRACTOR, AND CONTRACTOR DOES PROVIDE SUCH INFORMATION.

I have an issue with a freestanding ice maker. Reported issue on 7/6/2021 and am still without ice on 11/27/21. They have issued it to numerous companies, many who replaced many parts, one at a time i might add, and it still did not work. Forget trying to call and get resolution. If they don't hang up on you they placate you with words about how they will call you back and set up yet another vendor, which they do not do so you have to call again. After about three of these you finally get a vendor to call and schedule you the next month. They try to make it hard so you will give up and go away.
DO NOT USE THIS COMPANY FOR HOME WARRENTY, YOU WILL BE DISAPPOINTED AND VERY FRUSTRATED.

To the liars at American home shield. Get ready for jail time for fraud. All of you. From the owner, to CEO, to your pathetic "customer service" liars. You all belong in jail.

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!

AHS has charged my credit card 3 charges and no one in billing could explain why. Today they said it is bills the previous homeowner did not pay. Fraud!

When my AC broke, it took them a week to get a contractor out to my home, it took the 4 days to order a new compressor, and 7 days for the parts to arrive. When the parts arrived, the was no compressor. The only option I had was the pay out of pocket for the repair be because the contractor was able to get a compressor the next day. I paid $2770 because AHS didn't send the parts. I was called by AHS and offered $ 2580 for reimbursement, only they never sent a check. Two weeks later I called asking where is my check. Only to find out the reimbursement number was now $1900. No one could tell me why. I believe I'm being charged for the parts they never sent. I have called and called and talked to at least 50 representatives, many of which just put you on hold and hang up on you. Most of them don't speak English, in the end, I cashed the check for $1900 and canceled the policy. I paid $870 in premiums this year, $100 service call, and $2770 for the AC repair, I don't feel the $1900 is a fair compensation, given the policy reads that the AC is covered up to $3400. Then I cancelled the policy, and then they charged me another $6.85. So please don't give this company your money. You will be sorry. They are nothing but frauds.

They put the sheet rock back in the wall and left it looking like $#*!. Now I have to fix it I will never recommend Proven Professionals ever or American Home Shield.

The service man was very thorough in his inspection of the unit and finding what the problem was. He explanation of the problem was very clear and understanding.