AHS American Home Shield

AHS CONTRACTING RELATIONS DEPARTMENT HAS MY FILE TO FIX MY FREESTANDING ICEMAKER FROM LAST SIX MONTHS DUE TO THEIR VENDOR NOT SHOWING UP FOR LAST 30 APPOINTMENTS, VENDOR SUNLINE APPLIANCE ONLY CAME IN OCTOBER 2021,
TOOK OUT ALL PARTS FROM FREESTANDING ICEMAKER, BROKE THE COVER OF THE DOOR, KEPT ALL OPEN PARTS ON FLOORS WITH NAILS, NEVER CAME BACK TO FIX IT AFTER PARTS HAS BEEN ARRIVED ON NOVEMBER 23,2021. FROM NOVEMBER 23,2021 I AM CALLING AMERICAN HOME SHIELD TWICE A WEEK, EVERY REPRESENTAIVE SAYS THEY ARE SENDING EMAIL TO CONTRACTING RELATIONS DEPARTMENT AND WILL HEAR FROM THEM IN 24 TO 48 HOURS. ALMOST WAITING FOR SIX MONTHS, CONTRACTING RELATIONS DEPARTMENT IS NEVER CALLING ME OR SENDING ME EMAIL HOW THEY ARE GOING TO RECTIFY THIS ISSUE.
SUCH A WASTE OF TIME. CAN NOT RELY ON THIS COMPANY OR THEIR VENDROS WHO
DOESN'T HAVE VALUE OF THEIR CUSTOMERS.

This is their "third strike" Their rates have gone up from $60/mo. To $80/mo. They refused to repair my refrigerator. They refused to repair my plumbing without documentation of why. They couldn't repair my washer. I got the part and installed it myself. Now they won't refund the part or the service call. Customer service is a joke. Those poor people overseas, don't have a clue. The standard reply for anything more complex is that "they will have to refer it to their supervisor or escalation department and you will have a reply is 48 hours." That NEVER happens. I sent a request for the refund to the email I was given on 1/18/21. Never heard back. Resent 3/16/21. This company is a ripoff. For the monthly fee and service charge over time, you have already paid for the repair of the minor things they actually cover.

They couldn't repair my plumbing because of "house movement" but had no back up from the plumber as to what "house movement" was. The plumber did not inspect under the house or use a camera to diagnose the problem.

My refrigerator had some rusted out interior parts. They ordered the replacement parts. One part was backordered so they refused to replace the parts that were available. Then they wanted to replace my mechanically sound high end refrigerator with a cheaper model. I declined. I watched the websites and when the parts were available I called back and scheduled another service call. He ordered and installed the parts. So 15 months later they actually did do something. Definitely not worth the cost and aggravation.

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.

I joined in december. After going over everything we have that can breaks down the ahs makes the promise everything is covered and if they can't repair it will replace it. You call in a service request. Wait 2 weeks for a person to call then wait 2 weeks for a repairman to show up then wait 2 weeks for parts.
Here is my complaint's. AHS sends out Prolite home appliance repairman comes out to fix our may tag dryer, he says i'v had one of these and no problem, it's making a hell of a lot of noise. The day he came out to fix it i was bringing my wife home from the hospital [stroke] i walk in to turn on the dryer and you have to $#*!ting me. I don't think he turned it on the noise still the same you can hear it thru out the house. Called shield and they were going to get back with monday have not heard from them only they said it's making a noise your not covered. Thats one the second one is fresno city plumbing my spa motor went out and they have left us hanging for 2 months still waiting for a answer. I been a business man for over 25 years and i would never treat my customers like AHS has treated us. and they people the hire to do the repair. They take my $$ and we have no satisfaction. Warning find another home warrantee besides AHS you'll regret it.
Berl Calif

Please READ the CONTRACT in DETAIL before purchasing. You have to pay your co-pay before a contractor is dispatched. The contractor has 24-48 hours to call to schedule appointment. Note, I said schedule appointment. The appointment could be scheduled a week out depending on availability of the contractor and prior appointments scheduled.

This is by far the worse company I have had to deal with for warranties. It is going on four weeks and my washer and dishwasher still are not repaired. AHS makes contractor locate parts to repair. Contractor found a vendor for the parts, however, on backorder with no promise date. This means, there are no parts. Contractor recommending replacement due to parts availability AHS has a purchasing department for parts, they are going to have purchasing department try to find used parts, even thou it has been recommended to replace. I have no idea when these work orders will be closed. If they replace with used parts, I anticipate future service calls.

My refrigerator stopped working. I called for service and was told the contractor had 24-48 hours to respond. REALLY, my refrigerator is dead. I need to wait two days, plus another 2 days for AHS to approve. I had to buy refrigerator on my own and AHS will not reimburse because I couldn't wait 1 week for them to go thru their B/S approval process.
DO NOT... REPEAT... DO NOT sign on for this contract. Find another company and read their contract in detail before purchasing. GET the FULL contract...

I purchased this warranty for my older home and to give my family some peace of mind if things went array while I was traveling for work. The prices have gone up every year to the high price of $71.99 a month, in addition to the $75 I have to pay for each visit. I have called them approximately 10 times over the 3 years and the contractors they chose to do business with never actually fixed the issues. The washer, microwave and garbage disposal all needed multiple calls because of the bandaid fix didn't actually fix the issue. I was without appliances for weeks and the warranty says they'll replace if it can't be repaired and when it came to the washer, they said we broke it and the warranty doesn't cover it! It came with the home and we had barely touched it but it could have been in rough shape but I had to put the money out to fix it anyway. The microwave was broken more by the contractor and then they refused to return my calls to actually fix it. So after 3 years I decided to cancel. Made the call to cancel was told it would be taken care of and I wouldn't be charged anymore. 3 weeks later I get another charge, I message on the website chat, was told they could take care of my cancellation and after 30 minutes of fear mongering where I just asked to have my account cancelled and a refund processed I was told I had to call again. Mislead and lied to from the beginning. Put away $72 a month and you've got enough to buy new appliances when they go out. Save your money, time and patience and stay away

I have had American home shield for almost a year and I'm most likely not going to renew my plan again. I had a kitchen sink leak going so I decided to use ahs, and get someone out to fix it. Well someone came and told me I would have to wait until the paperwork gets approved by AHS.
One week goes by nothing, then another week goes by nothing, a third week goes by and still nothing. As this is happening the leak gets soo bad it's dripping onto my bamboo flooring and has cauz mold and cracks underneath my sink. I had to turn off the main valve and wash my dishes in my tub which was ridiculous. I was constantly turning on and off the main valve. I called AhS, and complained on what was going on. The customer rep mentioned the paperwork can get approved within 24 hours. If this paperwork can get approved within 24hours, then why wasn't it approved 3 weeks ago? Now I have mold and water damage underneath my sink and discoloration on my bamboo flooring! AHS, get your act together, start caring about your customers needs, and deliver what your promised!

We are extremely disappointed in our recent experience with American Home Shield, AHS, and their vendor, A-US Air Conditioning of Texas. It took more than two weeks to get the new a/c unit installed in our home and the worst part was the lack of communication from them during the process. It was mid-June and we were into triple-digit temperatures, so staying in the house without air was not an option for us. We chose to check into a hotel. Instead of the 3 to 5 days to complete our project that we were told, it took more than two weeks. We ended up staying in the hotel for 15 nights which left us with an additional bill for over $1000. Our only A-US Air point-of contact (POC) was the installation supervisor in Garland TX and my repeated phone calls and messages went unanswered. When we called AHS, they just referred us back to our A-US Air POC. We felt that we were being ignored by both AHS and A-US Air. Front Door Pro Connect said repeatedly that all the equipment had been delivered and A- US Air said it wasn't. When the installation finally took place on Saturday 1 July, we still couldn't stay in the house. It took two more tech visits, one on Sunday, and another on Monday to get the a/c working properly. We are beyond frustrated. We feel like we were ignored and dismissed. We felt like we had no one at AHS or A-US Air to look out for our interests.

This is the worst company I have ever dealt with. Recently my tankless water heater stopped working. I called for the service request. They assigned so classed service professional for the job known as
A AND B PLUMBING SERVICES LLC, I called this company (A and B) at least 50 times but no response until three weeks later. Finally, the technician come and told me the control board is bad and since this part is under manufacturer warranty, so AHS will not fix it.
I called the AHS and ask them to pay for the labor because parts are under warranty for this unit. They told me to wait for one week our service department is reviewing your request. After calling them at least five times, finally, the answer was given to me a big NO since my unit parts are under warranty so we will not cover labor cost at all. The AHS gave me the punishment because my heater was under manufacturer parts warranty. I tried to explain to them, but they said NO. You will not cover this service request. Now I must hire another plumbing company to restart from the scratch because AHS's technician refused to come back.
In a conclusion, if your unit is under any kind of manufacturer warranty ASH will fix it and you are responsible for it fixing with out-of-pocket money.
Imagine in winter, I have been living with six weeks without hot water because of the AHS warranty otherwise I would have hired somebody and fixed the unit in two days. I wasted six weeks struggling with the AHS warranty.

While this company might have once been a good home warranty company (I have friends who used them years ago and got service back then), they are no longer in the business of serving customers. They avoid payouts. They delay service so that you will go find your own contractor and then they won't believe your contractor's findings. They are slow to pay contractors so contractors don't want to respond quickly to their calls. In my case, I was a customer for 16 months. 1 roofing request - 150 service fee to wait and wait... nope, they don't have anyone (I live in a well populated area with LOTS of roofers and less than an hour from a 1M person metroplex). 1 electrical request $125 service request fee to wait and wait and give up because in 100 degree weather you HAVE to have air conditioning - my floor was beginning to suffer from the heat... and now, a year later (after paying over $1000 in monthly contract fees) a request because a fitting was broken in the line to the sewer. This was scoped by a plumber because I did not call them for the stopped toilets since they had been unable to help in any previous situation. I explain the problem in detail to see if they will cover it. I called in to avoid any misunderstanding and I clearly stated that I was NOT prepaying a service fee because they had not been able to help in the past and what the problem was. They still charged me and were unable to supply service...and I gave up and cancelled my contract in disgust. So they charged me a 21.99 cancellation fee to cancel my service... seriously. You cannot make up this level of POOR customer service.

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

TERRIBLE COMPANY SUBSTANDARD CHEAP VENDORS WORK FOR THEM TO TELL YOU HAVE OUT OF POCKET COSTS WE WONT COVER OR PAY FOR ANY EXPENSES CLAIM DENIED. ALL SCAM AND FRAUD SAVE YOUR MONEY AND RUN ‍

They will take your money every month. When you make a claim, The contractors they send are hard to work with and Customer service is terrible.

Beware BEFORE you sign on that dotted line, if something comes up, such as illness and job loss, and you can no longer afford the monthly payment, they will turn you over to a Collection Agency.

Please do not waist your time or money with this company you will be very disappointed. I will never use again..

Repairman was on time, worked quickly and thoroughly. The same great experience I always have with the service people for AHS.

If you want to be sent cut rate technicians, wait on hold and spend hours of your life fighting for basic repairs, then a home warranty is for you. In order for anything to actually get done they put you through so many people in and out of your home and then still make you pay for basic diagnostics out of pocket. All their customer service representatives appear to have difficulty understanding fully what is being said to them, not sure if it's a language or cultural barrier- so they read every single they say off of a script, it is so frustrating when your 30+++ minutes into a call (for the 3rd time in a Row) and feel like you're explaining something to someone who, at no fault of their own, doesn't understand or comprehend what you're trying to say. If you try to escalate a matter you are told they'll call you back in 24-48 hours but they never do and then you call back days later only to have another customer service representative put you on Hold for 20 minute while they "investigate" then tell you they'll call you by the end of day, and again, they don't.

We ended up paying 6 months of their monthly $76 fee+ tax and a $100 service call out fee and had no resolution with simple plumbing issues and ended up having to call a competent company and getting it fixed for $360 out of our pocket after paying AHS for nothing other then hours of my life I can't get back and the pleasure of throwing money away.

Cancelling again took so much patience and effort as they read their scripts and try to "resolve" your issues when I clearly asked them to please not and just let me cancel painlessly.

Again, maybe a home warranty is for some, but I will not waste my time or money again on a service that doesn't provide what they promise then then taking a debit out of your account every month.

So I just made my first service call on my new home warranty policy. Toilet leak. I called in and after 20minutes of talking to a representative with hard to understand English, she finally confirmed that it was a covered item. She assigned a plumber to the job through their dispatch system and I received an email saying that I would get a call back within the next business day from the technician or I could call and contact them. I made the call to the technician and went to voicemail. The next business day came and went with no call from the technician... so I called again... and again to voicemail. Next I call AHS. They tried reaching out to the assigned technician as well... and no response. But she told me that they couldn't reassign the job and they would continue to reach out to the technician and the technician's supervisor until they get a response. So here I am... waiting on a service from a repair technician that might never come. AHS has already taken my money and seems nothing I can do about it. Oh, and by the way, I checked the reviews for the technician that they assigned: 1 star across the board with nothing but complaints. So hopefully you won't make the same mistake I did... do your due diligence and don't buy from AHS.

This company is a joke! I have had 2 problems with them. 1 in November when furnace went out waited 2 weeks for "part" to come in which it eventually did IN DECEMBER! Had to call another company and surprise! They fixed it that day! Called several times and all there customer service people are in India and could give a rat's $#*! if my home was freezing and my pipes could freeze. Finally got someone in the States to help and they refunded my money and gave me a discount to stay. Now it is June and my A/C goes out. AGAIN waiting on parts! It is July now a month later and was told yesterday they had questions about the parts so nothing was ordered? WTF get on the ball! Did you not contact the contractor right away about your questions? No they told me to contact contractor and tell him he needed to call them. This is ABSOULTLEY UNACCEPTABLE. Can't contact anyone, just get "so sorry for the delay". No one to email and they have no managers! DO NOT WASTE YOUR MONEY! They do not deserve any star review!

Horrible experience waiting on repair of a dishwasher for 3 months with no resolution! What a SCAM! Just drop them and save yourself bunch of money and headache. The whole point is that you pay a $1200 per year so you don't have to experience this. So just save yourself money and headache and drop them! On March 9,2023 I opened a service request for a broken Dishwasher. Initially AHS assigned Sears but they did not do anything. 2 weeks later GE was assigned as the contractor and came to see the dishwasher and said they will order parts. On March 31 GE came back again to install the parts and realized they needed more parts?! Then they transferred to Alpha Appliances on April 1,2023. They came and looked at it again and said they cannot locate the parts to order. Since then I have called American Home Shield 20 times and spend about an hour every time begging them for a resolution and they keep telling me that they are waiting on Alpha Appliances to let them know even though they have talked to the contractor multiple times and were told the part is not available. I call and beg for a resolution after more than 2 and a half months. They are still telling me they are waiting to see if they an order parts. I have been paying the close to $100 monthly premiums and the $125 service fee and sitting here like an idiot waiting for them for 2.5 months!. Basically I was told that as long as the service contractor does not tell them there is nothing they can do and this will stay indefinitely unresolved?!?!? How is that my problem!? IF THIS IS NOT A SCAM, WHAT IS? Their own policy is that if you can fix it or get the parts within 3 weeks, they will fix it. If not, they will replace the appliance. It has been more than 11 weeks since March 9 and today is May 27 and they keep telling me someone will call me to follow up but they don't. I am the one calling them multiple times with no resolution :( I just received an email yesterday on May 26 that they ordered a part 2.5 moths after I requested service. What a SCAM. I could have just bought a new dishwasher the first week and save my self $600 and countless hours on stress and phone calls with their incompetent reps :(

I was told during my time with AHS that services would be covered and charged a $100 service fee only to have them not be covered. I was told that I would recieve services for free only for them to then try to charge me. I spoke with various costomer service reps numerous times every time there was an issue only to be given the run around. I decided after 11 months with the company to cancel my service and had to speak with 5 reps who would not cancel my policy eventually to be told that I would be charged a cancelation fee WHICH THEY DO NOT TELL YOU ABOUT WHEN YOU SIGN UP FOR YOUR POLICY. Yes you can cancel at any time like they DO TELL YOU however there is a fee. They are VERY shady about what issues they do cover and their reps ARE NOT KNOWLEDGEABLE and generally do not seem very willing to help when there is an issue.

Toilet clog issue - pending for ~1 month. The vendor has not been able to fix it, and did not create a correct report. We had this issue with the toilet getting clogged. Logged a complaint, and a technician (CAL-HOME CONSTRUCTION) came after ~5 days. He said that looks like there is a problem with the main pipe and it needs a flush out /jet cleaning - which they do not do. He told that he will pass on the feedback and perhaps someone else would come to fix it. 1-2 weeks passed, no follow-up, and the toilet again clogged. I did the cleanup - and while we were following up, it happened the third time again. Ugh - it was really dirty. Although the service request was open, AHS did not bother to even find/follow-up what happened. When we called them and they said they sent the same technician/vendor again, after 3-4 days. I asked why same technician/vendor when he himself has said he cannot fix it. After a couple of follow-ups again i was told that we have to go with the same company as they have not filed the report that this needs jet cleaning. Ok- but whose fault was that? Above all, they said that since you toilet is working fine now we cannot order jet cleaning (so, in a nutshell wait for your toilet to get clogged, live in that dirty situation and wait for your technician to come, otherwise we cannot fix the problem)... I am one month past the situation. Have two kids, one dog, my parents living in this house, and we are only able to use one toilet for past one month. And have to go this dreadful clogging issue thrice... Waiting for the same technician to come, and hopefully file a correct report this time! AHS does not bothers about your situation - they will not care about following up for the work order unless you call them multiple times. After all its our duty to keep bugging them to solve our issue... not theirs. They just charge the yearly premium... Sorry, but very frustrated :( Worst home warranty company, we ever had!

This company is a scam. We purchased their highest teir of coverage because we were buying an older home with a lot of pre-installed appliances. Not only have they refused to cover any of our claims, they a incredibly dishonest about it. Most recently our glass strove top broke while we were boiling water on it. Nothing out of the ordinary, just a normal pot of water. When the glass broke, we weren't even in the room. They made us pay $85 dollars for a service guy to come out and take pictures of it and then after nearly a week, they said it couldn't be covered because it was not normal wear and tear. Apparently, boiling a pot of water on the stove is not normal wear and tear. They told me that the service person reported it that way, but the service company told me they did not say that. They said I would have to pay another service call to have a second opinion but would not allow me to choose the company. This is only the latest of their terrible service and I cannot stress enough that they are scammers and liars and you should not give them your bussiness.