American Home Shield Customer Service
Rated 1.11 of 5 Stars
Based on 123 Complaints

Contact American Home Shield Corporate

Toll free phone number: (866) 617-9098

American Home Shielder is most-chosen home warranty provider. Founded in 1971, it is one of the most trust worthy companies one can choose to safeguard your home. They have the most competitive rates with assured low costs when compared to others in the market. AHS Home Warranty is a service contract that covers essential applications, especially when there is a worn and torn situation.

However, customer service issues do commonly occur. The best contact number for the corporate office is 888-429-8247. If you want to write a letter to management, the headquarters is located at 889 Ridge Lake Blvd. Memphis, TN 38120. General Inquiries should be directed to American Home Shield P.O. Box 849 Carroll, IA 51401-9901.


Experienced poor service? File a complaint here!

American Home Shield Contact Information

Report complaints to corporate and get satisfaction

  • American Home Shield headquarters address

    • 889 Ridge Lake Blvd. Memphis, TN 38120
  • Company website

  • 1-800 phone number

    (866) 617-9098
  • Better Business Bureau rating

    A
  • Customer service hours

    24 hours a day

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Top American Home Shield Complaints

Browse more than 123 reviews submitted so far

20

I placed work order request on June 19, 2019 and to date the service for the AC has not been completed by AHS, I called every day and kept getting the run around, All Star Heating and Air hasn't emailed them, the approving department hasn't completed the part, on and on and on. Finally, I checked on my service request and it read...COMPLETED and even sent me a service survey! I sent it back stating the work was never done. Mind you I am 64 years old, with health issues and it's been a month. Things got so bad after weeks of having at least 10 fans through out my house that I finally had to call a local company and discovered that my air conditioner was under warranty but that the company didn't make them anymore and that mine was so poorly made that it required a new one. AHS let me down, no follow up after all my calls, no anything. I can't believe the company did this to a customer. What a let down, this was a nightmare! Horrible experience. AHS, how could you do this??????????

20

I am satisfied with the service you have give to myself and my family....My only complaint is when I call your company I don’t want it to sound like I’m trying to talk to Bin Ladins Sister.... I would Love to speak with someone who can speak English!!!!!

20

I really want to change the review to a 5 because of the customer service patient and understanding but I used AHS 3 times the past 8 months and every single time I have to argue, pressure, call several times in order to have CS to get someone over to do the job, winter was the first time and my wife and I spent days in the cold before we get a technician coming to the house the second time was the AC but it was OK because of the cold weather and now the AC and all I hear is.. we have no one available until Monday, I that happened yesterday (Thursday).
Why they cannot get more contractors and provide a better time for service?? WHY!!!

Hope they do because that is very important specially when you have a pregnant wife and 2 elder person in the house and the AC unit is death.
Big 5 starts to customer service but the lack of contractors takes the score back to 1.

20

I had a replacement dryer with your company. This is where your company starts pointing fingers. Finally the distribution company delivered the dryer after nearly a month with no dryer. They didnt install it because they didnt bring the correct cable. They told me when I called that their driver didnt indicate that on his paper work. They got supervisors on the phone who said they promised to get the cable to me today at 9am. It was 9:27am when I spoke to an extremely rude though somewhat helpful person in your appliance replacement department. He could not give me an eta on the delivery and installation that I have already paid for through my subscription with AHS. I know you don't care. I am just letting you know though that not only am I coming down on you now, I am posting a complaint with BBB. Yep, your company sucks.

20

I reported a problem with my air conditioner on June 28th, it's July 18th and I've been getting the run around from this company. The calls go to associates over seas who always claim they are not able to contact the companies they dispatched for service. I called the dispatch company, they told me they submitted the authorization to the company to purchase the parts needed but received no response (2 times). AHS said they don't believe they ever submitted anything. REALLY? It's been almost a month and I'm still waiting for this repair to be done and don't even have a ETR because neither company can confirm what the other had done. This is very poor service. I pay faithfully auto draft every month plus $100 service call fee. I want my air conditioner repaired as my contract states would be done.

20

my ac (central unit) has been out since June 28th. Your records say July 3rd. It's July 17th, still no ac. Status was updated to urgent because of medical issues with my grandchildren. Your first tech didn't show, then trouble locating anybody to work with AHS. Absoulete Paradise finally came out a week ago. They ordered part for ac (Ii don't know if it is in or not) I called this am and was told possibly today or tomorrow. I just wanted to tell AHS that your 24 hr. policy for repair is not true. It has been 14+ days with no cooling on a warranty that I worked hard to pay for the services and the deductible. Your company is not truthful. I will not recommend your company to anyone.

20

I have never worked with a more incompetent company in my life. My AC unit broke and I called someone on a Thursday. Someone was sent Friday and declared the unit dead. On Monday I called AHS to see if I was covered and they said they had not received the diagnostic yet. I spoke the contractor they hired (which is a horrible company as well) and they told me someone would come out on Wednesday from 9-1pm. Then on Tuesday I called to confirm and they said they were actually coming that day. I asked if this was to replace the unit, they said yes. On Tuesday no one showed up. I called again Wednesday and they sent someone out to DO THE SAME EXACT DIAGNOSTIC and did not replace the unit. It is no joke 100 degrees today and will be for the rest of the week and after 7 days we still have no AC unit. I called again and the company is now saying that the contractor was cancelled, which isn't true since they just left my house. I asked the operator how I can cancel my warranty after all of this and she said she didn't know and proceeded to hang up on me.

20

They replaced my 80 gallon electric water heater with a 50. Their contract states under overview that they should replace with the same capacity. They say because they installed a booster its the same. Its not. The booster only adds 25% which would only add 12 and one half gallons making it the equivalent to 62 and one galf gallons not 80. Theyt old me they no longer make 80 gallon water heaters. Not true. They have them in Lowes and Home Depot. They don't live up to their contract. My only option is to register a complaint with the BBB.
I'm tired of the run around.

20

Hi my ahs insurance number is 258935282, I had a technician come and check out problems with my ac. He apparently found the problem but did not fix it. He says the insurance would not cover it and tried to sell me a solution he has on his truck. I feel cheated. He says its a wire that goes from the control in the bed room to the ac thats broken. He tries to sell a wireless control which I dont want. He refused to repair the problem. Why do I have AHS if they dont fix my problem but try to cheat me after having paid a service call fee of 125 usd? I am very disappointed. Please let me know whats happening. If you refuse to have it fixed, let me know in writing so I can give it to my lawyers to sue.

40

I have been a customer with American Home Shield for over 20 years honoring my monthly payments this entire time. The payments have gone up from $50 per month to $75. The service fee has also gone up considerably to $75. My central air conditioner went out and I am 72 years old with chemically burned lungs, as well as other physical problems and just had a stroke last week when I was on the telephone with AHS and the VERY rude and highly badly reviewed service company. When I was told the company name that they were sending out I researched them and called AHS back right away and requested another company before AHS had actually assigned them. I was advised that this was NOT POSSIBLE! AHS had already collected my $75 service fee. The company that they sent out has been rude and hateful and has hung up on me 3 times thus far.
PLEASE I ask that you send another company out - The heat down here in New Orleans is horrible. I pray you will help an older lady in any way that you can! May God Bless YOU and YOURS and May God Bless America! Please advise: (985) 630-4464.

40

The AC company you sent to fix our ac did not complete the job (INTRASTATE ENERGY CONTROLS (210) 684-9131). Our ac can only cool down up to 82 degrees F only and we have to turn on all our fans in the house to have air circulation. We have had serious health problems last week when the ac was down ( I was hospitalized and confined for 3 days, this company came in briefly on July 11, 2019 and replaced parts in the outside ac unit but they did not fix the coil in the inside unit on the 2nd floor of the house, which according to the technician has been rusted and there is leaking from it. The blown air is thin and we do not have the desired cooling from the ac that was supposed to have been fixed. I am hoping that AHS will take this with utmost care for us as loyal paying customers. The order number is: 514386592, which I called in again since the ac unit was not completely fixed. Thank you.
Mr. Edwin Guingab
Contract #: 259291252
(210)317-5985

20

TRYING TO GET REIMBURSEMENT FOR DRYER THAT TOOK 8 SERVICE CALLS TO FINALLY GET IT REPLACED.SENT FAX ON JULY10 AND SEVERAL INQUIRES AS TO STATUS OF REFUND CHECKS WITH CALLS BEING LOST AND NO CALL BACKS,NOT A GOOD WAY TO KEEP A 12YEAR CUSTIMER SATISFIED.CONTRACT NUMBER 260842622 PHONE 863 701 6868,BE REALLY APPRECIATED IF SOMEONE REPLYS ASAP,BEEN ONGOING INCONVENIENCE CINCE MARCH,FAX HAD ALL REQUIRED INFO. THANKS

20

TRYING TO GET REIMBURSEMENT FOR DRYER THAT TOOK 8 SERVICE CALLS TO FINALLY GET IT REPLACED.SENT FAX ON JULY10 AND SEVERAL INQUIRES AS TO STATUS OF REFUND CHECKS WITH CALLS BEING LOST AND NO CALL BACKS,NOT A GOOD WAY TO KEEP A 12YEAR CUSTIMER SATISFIED.CONTRACT NUMBER 260842622 PHONE 863 701 6868,BE REALLY APPRECIATED IF SOMEONE REPLYS ASAP,BEEN ONGOING INCONVENIENCE CINCE MARCH,FAX HAD ALL REQUIRED INFO. THANKS

20

If I could give a negative star. I would. We have had a work order in for my A/C unit since February 14, 2019. No resolution. Spent over 4.5 hours on hold and being transferred around over the past 2 days. Finally got through to someone in the escalation department and let's just say, they are trained poorly. Still no resolution and Brandon hung up on me when I asked to be transferred above him. 2 of the A/C companies that they contract with will no longer provide service because AHS does not reimburse them on time and won't allow for certain repairs. How is it that I have been a loyal customer for a few years and this is how this ends up? Corporate greed at it's finest and poor customer service. After reading all the comments, it makes sense. I think it's time to put the money back in the pockets of the independent companies and not in 3rd party companies, trying to make money, while ripping off the boots on the ground providing the service. #worsthomewarrantycompany #stopthethirdparties #poorcustomerservice #scam #classactionlawsuit #dontbefooled

20

The absolute WORST customer service!!!! Have been waiting on authorization to replace central AC unit since last week. Issue has been in authorization for 48 hours. We live in Texas which is hot as hell right now. Have talked to 10 "reps" ... no resolution and never a call back as promised. The Escalation Dept does not answer rep call. Have asked to speak to a manager 5 times ... rep or AHS does not allow this. AHS may think this is going away but it is not

20

I would give this company 0 star if it let me. Please do not waste your time with them, they are scam with all of their representatives located overseas and who simply do not care about helping you. Save yourself nerves, money and time and run the opposite directions from them. American Shield Company? HA, try to find an American to speak with them.

All I heard was "Im sorry" when I tried to call multiple times and complain about our AC problem and the service we had to wait for 3 weeks during the triple digits weather. They didn't show up to their appointment, didn't call, then next dasy they sent come incompetent technician who blamed the problem on electricity when it fact it was the broken compressor.

We had to contact a different company so they can identify what was the problem. Are you serious???? The companies this insurance works with cannot even send you a technician who is competent enough to figure out what is the problem.

When we told them the compressor is bad and needs to be replaced they told us it would cost 4K and they will pay half of that. When asked how long it would take to get a new compressor, they told us about 2 weeks. We could not wait any longer and had to contact a different company (NOT through American Shield). The other company came the same day and changed the whole BRAND NEW unit for 4K. When we called American Shield to let them know they should cover the costs as promised (2K) since we paid out of pocket and had to find someone else since we couldn't wait for 2 weeks without the AC in the 100 degree weather, they told us all they owe us is $260.

This is the worst company ever. How dare they even advertise themselves on TV. they are only here to collect the premiums, when it comes to fixing things, they hide from you. I told all my family, coworkers, friends to never ever have them and some of my family members who had them, cancelled their services right away after having heard my story.

20

HORRIBLE HORRIBLE HORRIBLE company!! Not only is the service awful but the company is a scam and doesn’t even provide the service you PAY FOR!! I paid for the contract, then the service call fee and here I am 3 MONTHS later with no parts for my broken fridge. I’ll be freezing the charges I paid on my CC for this. DO NOT USE THIS COMPANY!!!

20

I waited on hold for nearly two hours to speak to a supervisor. Then after speaking briefly to a supervisor, she placed me back on hold for 30 min, kept checking the line to see if I was still there, and then hung up on me. I spent 2.5 hrs on the phone and nothing was resolved.

They are refusing to replace my refrigerator, which has been out of service since February (it’s July.)

20

Our compressed in our A/C unit went out and it’s under our warranty yet Home Shield Warranty refuses to order the part. They want to speak to the contractor who is working (July) all day and may not be able to take a phone call as he already recorded the model number needed. We are 4 days out without air and it’s July in Georgia.

20

I would give a rating of 0 but it would but allow me to.

20

AC Company came out beginning of May. AC never got fixed. I've called about 10 times, each time was told they had to contact AC company. To call back. Same story every time I call back. Today I got email saying the service call has been completed. It's not. AC still doesn't work.

20

I have been waiting to have my refrigerator repaired since March 29th. The fixed the ice maker but never repaired the refrigerator drawer or shelf. The service company claimed to have ordered the parts but claimed to AH that it was fixed. I had to open another ticket on May 30th to have it repaired. It is now July 9 and still no repair. Even though I checked and the parts could be obtained on the internet.

20

AC unit been down since 7/2/19. AHS cannot get parts locally. Be without air until at least 7/12/19. Under heat advisory. 90 deg. Inside.

https://www.wbrc.com/2019/07/09/dangerous-heat-values-expected-tuesday-w...

20

We were given authorization to purchase a fridge replacement, submitted documents and have waiting 2.5 months for our reimbursement. Were first told 10-14 business days. We did a review on Consumer Affairs and got a social media person form AHS to message stating they had the wrong address which is implausible, as we confirmed it each of the 8 times we spoke with the call center. We were told accounting had cut and mailed a new check - a week later, still no check or phone call. U.S. mail from their offices is no more than 3 days. We may have to go to governmental or legal avenues to get the funds due us per our contract. The worst experience I have ever had with a company!

20

I have a home warranty service with your company. My house address is 11905 Meriden Lane San Diego, CA 92128-4337. The service request number is 507066792. My house is rented to the Chief of the San Diego County police department. He is very busy so is his wife. I am living in London /UK. Your telephone receptionists in Philipines are very polite but absolutely useless. 3. or 4 times you have sent different engineers from different repair companies who had no clue about the problem. My tenant's valuable time in the USA and my time in London has been wasted and my tenants and I are very angry. Do not expect a good review from us.
Each change of companies meant more lengthy delays. The 3rd engineer having visited the house with a considerable delay, not keeping his appointment in a timely manner has ordered parts which were not reported to your repair's office on time. Your engineer has ordered the part but after more than 2 weeks, guess what/// Parts arrived and he went to the house and he replaced the much need part but the parts ordered were wrong and did not do the job. The GE machine in question is new yet your so-called engineers had no clue. How much longer are we going to wait for your useless game of either changing engineers or trying different parts? For the past 40 days, my tenants have been traveling for more than 75 miles to their closest family member for their washing needs. My tenant is very unhappy and he can no longer wait. Your inconsiderate telephone representative cannot understand the urgency of the situation and they keep saying that they will be contacting the engineers for a further update but we are not happy with the continuation and the repeat of the same. Can someone get to the bottom of this ASAP and get back to me with a decision to either repair the machine now or replace it??? I do not unhappy tenants. I do not want to lose my tenants either. If you are continuing to waste my tenant and my tenant is inconvenienced more than this unnecessarily, I will report you to BBB and
and every governmental body in USA and I will sue you in a San Diego court for damages and I very much mean what I say.
Please call me on my UK number at 011 44 777 573 6769. Tonight I have been calling your so-called customer reps 5 times and I have been kept online currently for more than 45 minutes listening to your music with no end in sight.

20

Customer service continues to either hang up on me or tell me they’ll follow up in 24 hrs but never do.

20

I cancelled my contract with AHS in 10/2015 because a contractor came to my home and broke my dishwasher and told me he would order some parts but never came back... at that time was told it would be cancelled and an email will be sent. I never heard anything else from AHS. I thought all was good at the time then found in April of 2019 that AHS was still withdrawing money from my back account. I requested my refund dating back to 10/2015 and was sent to the escalation department and spoke with a Supervisor who assured me I would be refunded in full and apologized for the "mishap". As of today, June 26,2019, I am still waiting on my full refund and have been getting the run around. I have made 4 separate phone calls and each time was told the escalation dept. would contact me. I refused the agent polite way of getting me off the phone and asked for a Supervisor again. So far, I have been on hold for for about 4 hours in total on my phone calls to the customer service and escalation departments combined and entirely frustrated. Next stop is the Better Business Bureau. This is theft and if possible I will file a report if this is not rectified in the next 2 weeks. (Withdrawal-ACH-A-5132686654 AHS/HSA WARRANTY (DEBITS) ($52.82)).... last withdrawal Jan. 24, 2019

20

Luster M. Fort
1407 Crossett Dr.
Spanish Lake, Mo. 63138
Ph# 314-378-6843
E-mail = 1oscruzer12@gmail.com

RE: Recent Plumbing Trouble Report
Service Request # 509512872

06/21/19 0930 1. Reported upstair bathroom toilet leaking and not flushing completely.
I takes sometimes 2-3 flushes to remove waste.
2. Also reorted upstairs bathroom sink leaking and draining slowly

10:55 Called and made appointment with American Plumbiing solutuions per American Home Shields recommendation for monday btwn. 09:00 and 11:00

06/24/19 09:00 American Plumbing solutions arrived promptly at 09:00.which I was happy to see, but with only a pair of channel-lock pliers in hand and proceded to fix the leak underneath the sink, after which he went to his van and came back and informed me that he didn't have the proper tool to rod the drain which was a slow drain not a stopage as was written in the report..
He looked at the toilet and said, (as a plumber before him said), that the toilet wasn't flushing completely because there is a build up of calcium/lime deposits in the inside of the top of the bowl causing the water from the tank to not drain fast enough to the bowl to flush completely all the time. That this was not uncommon for toilets 60 years old and this is the original toilet. He asked me for “a coat hanger” to attempt to remove the build up but was unable to..
He said the wax ring in the base of the toilet was leaking and that it had caused the floor to be dammaged, (which by the way leaks is inside the base of the toilet and cannot be seen until damage is done to the floor in most cases), and that he could not replace the toilet until the floor had been repaired. He left saying he had to call American Home Shield for Aproval.

Shortly after the plumber left I got a call from a American Home Shield adjuster,
(Kokeithia), who informed me that the “floor damage was secondary damage”, and that American Home Shield was not liable for that.
She said that I would have the floor repaired and I told her that I had called and s scheduled a contractor to look at it that day and that he said he could have it done by Wednsday or Thurdsay afternoon at the latest.
I asked her if I needed to call American home Shield or American Plunbing Solutions to schedule getting the toilet replaced and completing the job. She told me I was to call American Plumbing Solutuions and that there would be no further charges as I had already paid my $100.00 service fee.I informed her that I would try and schedule this friday morning as I was scheduled to leave town friday evening

AMERICAN HOME SHIELD 2.

12:33 Called American Plumbing Solutions and Informed them that the Floor would be repaired no later that Thursday afternoon and I would like to schedule the toilet replacement and finishing the job for friday morning.
She said that should be no problem and she would have the plumber call me that afternoon to confirm.

06/25/19 07:21 Called American Plumbing Solutions to let them know I had as yet not received a confirmation for a friday appointment. .She said, “oh, he hasn't called you yet? I'll have him call you as soon as possible.)
11:41 Called American Plumbing Solutions No confirmation called again and no answer. Left a msg.
/ 1:08 Called American Plumbing Solutions Still had not received a call with confirmation called left.msg.
1:11 Called American Home Shield explained my problem and she said she would call and e-mail them and ask them to call me.
4:49 Called American Home Shield explained my problem asked to speak to supervisor. Was put on hold and then dropped. (9:00 MIN.)
4:57 Called American Home Shield back again explaned my problem again asked to speak to a supervisor again. Put on hold many times for long periods.
Finally came back and said that the problem with the sink had been tranfered to PK Plumbing LLC with no explaination why. ???
I asked her what about the toilet and she said that I was to call Ken at American Plumbing Solutions directly to confirm the appointment to come out for the toilet. At least 3 times during that conversation I directly asked does he understand that he is replacing the toilet under the contract and she said yes each time. (40 MIN. CALL)
4:48 Called ken american plumbing solutions and he said that he was told that i was to pay him for the toilet and labor if he came out.
. 5:40 Called American Home Shield explained my problem asked to speak to supervisor rudely put on hold without informing me and dropped after 12 min.
5:51 Called American Home Shield explained my problem asked to speak to supervisor explained everything again before being transferred to a supervisor, on hold forever waiting for her to pick up. she finally picked up and had to explain everything from the beginning again. She puts me on hold 2 or three times for about 10 min. each. and comes back saying the the toilet was the Secondary damage which i explained that is not true, the toilet leaked causing secondary damage to the floor which i am paying the contractor $ 200.00 to repair in addition to the $100. dollar service fee.
Her final words to me were that she was going to call American Plumbing solutions again and talk to the plumber that initially came out and would call me back in 1 hour. I explained that I didn't have much faith in that seeing as no one had returned my calls since yesterday afternoon which is why I have been calling so much. At this point in time it has been 4 hours since she said I would get a call in 1 hour. (By the way this call was 2 hours in duration)

AMERICAN HOME SHIELD 3.

Up until now I have been pretty content with my service from American Home Shield with one eception prior to this and it was a plumbing issue also.. This experience is truly unbelievable. In summary I have a few thoughts.

1. Your off shore agents dont understand english nor do they relate the problems as stated, when they read the trouble reports back to you they clearly were not documented the way they were explained.
2. Your off shore supervisors may speak a little better english but do not understand much more.
3. The initial plumber that was sent out did not come prepared to do the job. My experience with the plumbers that were sent to me is that they come out for the service fee and if the job turns out to be more than a routine job or a simple fix they give you the impression that they don't want to follow up unless there is a whole lot of out of pocket to the customer. And they are well versed at what American Home Sield will not pay for.
4. There is no excuse for not giving a customer a call back for an entire day.

Sincerly,

Luster M. Fort

20

My AC went down at 8pm Sunday the 23rd of June. I made a service request of AHS at that time and was given the name of Cold Snap Air Conditioning in Red Bluff a city in a county next to the county and city where I live. I called them at around 7am on Monday June 24th and they told me they could not get out to look at the AC until Saturday June 29th. I made AHS aware of this and they gave me the name of Service 1 Heating & Air Conditioning. I have called them four times starting at 10:30am on 06/24/19. They have never returned my call. I have spoken multiple times to your call center in the Philippines. Nice people but useless if you have a problem. I was on the phone with them on 06/25/19 for one hour and five minutes. I was told by two different agent that I would receive a call back. That never happened. I called the corporate number of (901) 701-500 this morning 06/26/19 and spoke with Jack before 8am and was again promised a call back. It is now 11:00 am. I have heard nothing from anyone. On my initial call on Sunday I was required to pay $100 before they would assign me a technician. Over 48 hours have passed since then. No one has returned my calls either AHS or their technicians. I paid over $400 in March of this year to cover these problems. I am surprised and frustrated by my treatment by AHS. It was clear to me I was only receiving lip services from the call center in the Philippines and from Jack. What has happened to American Home Shield (AHS)??? All I wanted was a call back from the designated technician and date and time for assessing the problem and fixing it ASAP. Redding California where I live regularly has temps of over 100 degrees in the summers sometimes over 110 degrees. My AC needs to be fixed now. It appears AHS is unable to comply with the contract #256223332 I paid for which is very frustrasting and disappointing.

20

i have not heard anything back from my letter i sent to the corporate office on my complaint, re my agreement no 260068082 on the electrical issue

20

I used the service for the first time in January, 2019. I called regarding 2 leaks one in my bathroom and one in my kitchen. The repairman didn't fix the kitchen sink leak correctly a month later it started to leak again. My father had to come from another state to fix it. The repairman had to go so he didn't fix the leak in the bathroom when he came back AHS wanted to charge me an additional service charge fee. I had to fight to not have to pay that charge again. I also had to fight with AHS to have the repairman caulk around the leak. The next time I had an AC issue. As you know it is very hot in GA in the summer. My AC went out. I called to schedule a service call they told me they would contact me within 24 hours. I never heard from anyone so I called AHS back and they said that was 24 business hours and that none of their services provides worked on the weekends only between 8 to 5 Monday through Friday. This is twice that I've been unable to use the service that I have been paying for since 11/21/2018. I would like to be reimbursed my monthy payments of $34.99 from 11/21/18 to 6/21/19 and I would like to cancel this service. I have to add when I called in to voice my concerns your employees were very nonchalant and lacked empathy. I. would rather work with a company that appreciates my business, can relate to what I'm experiencing and work hard to make sure that their customers are satisfied. Please contact me at 404-932-3424 to let me know when I should expect my reimbursement ant that my account is closed. Thank you

20

I called AHS to have my ac unit worked on. I live in the desert temp was over 110 and was going to be triple digits all week. a contractor from ac blue came out the following day after I place a service call. he asked what the problem was. I told him my ac wasnt cooling down the house anymore. I set my ac for 80 degrees and it started to increase to about 85 degrees and stayed at that temp with the ac running all day. it never turned off. it finally cooled down to 80 degrees around 10pm. the contractor said "you probably need refrigerant " I told him ok but how do u know that's all it is without checking my system? he replied " cause thats what happens when you need Refrigerant. Refrigerant always leaks so u need to put Refrigerant every year that's normal". he stated I would have to pay him cash for adding Refrigerant and I could choose between 35 dollars a pound or 95 dollars a pound depending on what Refrigerant I chose. it didnt seem right to me that he was asking for cash so i asked if he would wait while i contacted AHS and he said no i have other appointments i have to go and he left. I called AHS and got the run around talked to a manager and was told they would give me a follow up call first thing in the morning and have another contractor come out and fix the issue. I have not had a call yet. I called AHS at about noon 6-14-19 and was told they were still working on the issue and waiting for the contractor to put the diagnostic. I asked to speak to a manager and was told they were busy and would call me when they where done talking to other customers. I am very disappointed and dissatisfied with AHS. I was referred by a family member and I really wish I would have gone with another company now. customer service is horrible. I'm hoping this issue will get resolved asap.
Albert Rocha.

20

I submitted an order for service for my pool pump, filter, and pipes yesterday 6/13/19. Blue Hawaiian Pools in Jackson, TN is supposed to be dispatched to my home, however, I have not heard from them. I called them this morning and they stated to me that they have not received any information from American Home Shield to service my pool. I called American Home Shield and the gentlemen who helped me told me that he sent the work order email to Blue Hawaiian while I was on the phone. Just now, which is several hours later, I spoke with Blue Hawaiian, and they still have not received a work order for service. The last time that I requested service from American Home Shield, it took several weeks for my repair to be done. I need this fixed today, as I cannot use my pool pump until this is fixed, which will cause more issues with the pool and me more money. Please contact me at 731-803-0763. My property address where the service is to take place is 141 Buttonwood Drive, Jackson, TN 38305.

20

Terrible run around from customer no/service dept.
I had a referral for a plumbing leak. See your referrals-Brix plumbing.
It was repaired by Brix plumber. He gave me a bill which I paid directly and he told me to contact AHS for reimbursement .
I contacted them and have spent endless hours getting a run around.
Help!........

925-323-6001

20

American Home Shield
This is the worse company threre is out there. They take out of your money every month and when they need to replace a broken item they hide behind the walls. American home shield does not live up to their statement of replacing items that are broken, instead they find crooked contractors to give report that the item is repairable. Can you imagine one contractor came into my home and deemed that my Ac needs to be replaced then American home shield sends another contractor after losing contract with the first contractor who deemed the AC needs replacement. Now the crooked contractor they send is saying the Ac can be replaced. How can a dead AC be repaired after several repairs done on the system and it still breaks, costing me hundreds of dollars. American home Sheild needs to come out from behind the walls and stopped using crooked contractors to rip off customers. I’m still waiting for them to make a decision about my Ac and in the process myself and children are being fried in the house due to increase hot weather.. I’m crying out for help so these crooked people can respond to a desperate customer who has faithfully paid American home shield for several years to be there when I need them. Management I need help.. stop robbing customers and give them the care they need and deserve...
Zero stars

20

AC problems. Went online and scheduled service request. Requested on Saturday, appt on Wednesday. Repairman added coolant to one unit. Did not address all issues. Drain still stopped up, other unit not cooling properly. Said Only had work order for one unit. When making the request for service at no time was I asked how many units. I called back in after he left. Supervisor told me it was my fault for not letting them know and that it did ask online and representative would also ask. Lie. I called back to place another service order and they did ask me how many units. Supervisor lied to me. No one ever asked how many units! And the phone representatives are horrible. You can’t understand them and they don’t listen to what you’re saying nor can you talk to someone of authority over them. I should not have to pay for another service call. I guess this is one way you cheat people. I expect to hear from someone that can resolve the issue , and soon. My air is still not working properly.

New, and unsatisfied customer.

Denise Hudson
940-393-6405

20

I have a service request that has been open since March 2019. KS Plumbing is not a reputable company, and I asked them to be removed as a contractor. My request has been escalated several times. Also, someone keeps putting KS Plumbing in my queue. I've asked for a manager, but keep getting the run-a-around. I need a manager to contact me at 251-232-8912.

20

Customer service is the worst! The company is too cheap to hire call center personnel that actually understand and speak English. Very frustrating dealing with anyone via a phone call! Trying to get a $75 payment reversed on my credit card from an appointment I cancelled and a week later, I'm still waiting. I was initially told 3-5 business days that has now stretched to 7-10 business days. When I asked for a supervisor, was told there was none available. Who does business like this?? I can tell you that once this home warranty expires, I will not be renewing it with this company! I do not recommend!

20

I have been without air condition for three weeks, and everyone I talked to in the authorization office continues to lie to me and give me the run around. I'm a military service member that does the right thing with paying AHS on time every month and to be told by their service agent in the authorization department that is i will get is the run around and what more do I want. I will report this to military authority to add AHS unauthorized list for the military. This down terrible service on your company.

20

My complaint is with the service company they sent to “fix” my A/C. Everyone knows the heat of summer in Texas can get unbareable so without A/C you can just imagine. Well it’s not even heat of summertime yet and when my air won’t cool you would expect when you pay for service you could the problem resolved, well service did not resolve the problem! A/C only worked for maybe an hour after technician left and are refusing to come fix issue. So I have now been without cooling air for 10 days in hot Texas weather

20

I have attempted to contact an Agent in the USA for over an hour. I have a A/C problem and you have sent two service people and no one will check for the leak that is allowing all of my refrigerant to run out in my attic. The first service person from Anthem Electric came on May2nd did something to the wires in the condenser shut off so now it won't come back on, plus he didn't report the problem with the leak. The second one Amen A/C just left today and he refused to check for the leak because he said Anthem Electric should be made to come back and fix the problem. I have been a member for over 15 years and have used this service less than once per year, therefore, I expect to have competent service when I request it. You take over $69 per month plus you have charged me $75 twice for the same problem but I cannot seem to get my A/C that is blowing hot air because the refrigerant is leaking in the attic and no one wants to go up and locate the leak. So, what am I suppose to do now? I need to speak with someone in the USA who understands my problem who speaks English that I can understand. Can anyone there help me?

Janice H Bates
65634 Avenida Dorado, Desert Hot Springs, CA 92240, (760) 251-9438

20

customer service says on thing and nothing gets done. I have now been waiting for a week for a call back when I requested to a call to be pulled for proof of what they said. I have spent 8.25 hours on hour in this last week for no resolution at all. I have been hung up on by more than 4 customer service agents also they are a legit scam with some of the worst customer service I have ever encountered

20

Complaint is that GE who was contracted by American Home Shield came out to repair my microwave on March 27, 2019 and discovered that the part needed to assemble the door was no longer available by GE and the microwave will need to be replaced. I have called several times and spoke to several agents at AHS who state they did not hear back from GE technician in reference to a diagnoses about the microwave. Called GE and transferred to consumer relation department who stated that report was sent in that day by technician stating that the part was no longer made by GE to assemble microwave door and the microwave will need to be replaced. GE consumer relations also state that AHS is able to see the report and they have had several customers call from AHS stating that AHS had not received a report from their technicians. VERY UPSET CUSTOMER

20

Waiting time on phone NO LESS then 35 mins.
Have been disconnected by rep & they have short period of time to reconnect.
Didn’t happened SO called back waited ANOTHER 45 mins.
Found out that I could NOT get a cash out quote from new rep. because they could not get an answer from company they sent to my house!
3 weeks have past...sent 3 emails... no answer! Chatted with Ray P. Who told me he could not help me & gave me ANOTHER phone number to call! AND THEN DISCONNECTED me on PURPOSE!!!
SERIOUSLY IN ALL MY ADULT YEARS I HAVE NEVER DEALT WITH SUCH A COMPANY!
There is no way to reconnect to rep. You originally call...and now even the CHAT LINE PERSON IS RUDE AND DISCONNECTED!???
What is it going to take for me to get a cash out quote from you???
Sincerely VERY ANNOYED
Denise Long
724-448-6959
Available Wed.-Sun. 9am- 12 pm
Mon.-Tues 10 am - 3pm
208 Pollock St Tarentum PA 15084

20

I made a claim on a side by side refrigerator not freezing or cooling as it should be 3 weeks ago. They sent 3 duiferent companies out. The first canceled b/c they don’t service my area. The other two came. The second one said it’s a Freon issue but he nor anyone in his company were certified to do Freon. After calling American home shield they said they would find someone to do Freon. When that company came out they couldn’t do Freon and said it was a sealed system and by the time your were finished it would cost 1/2 the price if the fridge to fix- he was recommending replacement. So I called AHS. They had trouble finding anyone to work in sealed systems. And this just lingered with nothing being done about it! They took my $75 and have done nothing for me! Not to mention the monthly payments I pay! It’s like either no employees make notes or they don’t read them. Each time I’ve called over the last 3 weeks I was on hold up to 3 hrs. Each time they call the same companies and even referred me to someone that had already come out that couldn’t do the job? The 4th company said they could do Freon so I called them before they came to ensure that b/c my having to take or make these calls jeopardizes my job! That company said yes we do Freon but we don’t work in sealed systems so I’m calling AHS to tell them that. That was last Friday. So I called AHS back. Talked to Molly. She said she was calling tor other vendors. Told her everyone had been doing that for two weeks and can’t find anyone and we’re referring it to distribution. Told her I’d been told that already several times. She said we needed a diagnosis and the two companies that came out couldn’t do it. Told her other AHS people told me I’d hear from the distribution within 48 hrs- have still never heard from them. Molly said she would email them to reach to me with their progress. That was 5 days ago. Today I called AHS and they guy asks when Capital city was coming out? Told him they turned it down b/c it was a sealed system. He said he’s call some companies. Told him no way- they’ve all been called and asked for his supervisor. Zy( supervisor) said they have to confirm with capital city they can’t do the job. Told him I know they did b/c the woman told me she would!!!
In a nutshell it’s been almost 3 weeks and have been referred to distribution 3-4 times already and nothing? This is ridiculous! There is some break down somewhere? Y’all have taken $75 from m me and done nothing in 3 weeks! When I said that your supervisor said “ if we give it back we cancel the work order?” That is horrific customer service!! I have paid a warranty company for 3 years and this is what I get? I have pics of my hours long conversations with y’all and still nothing!?
I want something done about this!

Sincerely,
Ann Meyers

20

A.S.H.recommended co. Air design air condition Serv. To sevice my ac. They did not come or call to do the repair and gives no response when notified.

40

Robert Crooks
#251689912

We noticed water on the ceiling of our first floor. Our ceiling is plywood--luckily it was over our garage. The one section of plywood was coming down due to the weight of the water. We did an online request and AHS sent a plumber and he fixed the problem. We had to take out more of the surronding plywood because the insulation was wet and we were afraid of mold. I read in my contract that:

NOTE: Where covered repairs require access to plumbing, AHS will provide access to plumbing only through unobstructed walls,
ceilings or floors, and will return access openings to a rough finish. If the plumbing is accessible only through a concrete floor, wall or
ceiling, AHS will pay up to $1000 per contract term for access, diagnosis, repair, or replacement of such plumbing, including returning
access openings to a rough finish. Customer is responsible for payment of any costs in excess of $1,000.

We didn't have an access opening to fix or evaluate the plumbing. I called a couple of weeks ago but no one ever called or emailed, so I called and AHS said it was cancelled because they didn't have anyone to fix it in the area still. So then we did a contiuation and they called a plumber again. I have called 4 times today to try and get someone to help me. The first time today I was on the phone for 36 min and I don't know if she hung up or what or lost me, but I do know that she did not call me back so I think that it is safe to say that it was purposeful. She said she did not have anyone in this area to fix the ceiling so she would put it in a que. That happened last time and it was cancelled because AHS said they still didn't have anyone to fix it and to try again later. So she offered me something like "a buy out or money offer-- to help when no one is able to fix the prob". She asked if that is what I wanted to do and I said I would like to talk with someone and ask questions and that is when I was hung up on. The second time today, Nicole, stated that this would not be covered. The fact that I have to explain how water from a second floor will go down onto the ceiling of the first floor is embarrassing. I explained that there were no access and that the ceiling had to be accessed for the plumber and that we had to remove more due to wet insulation. I asked to speak with a supervisor and they said the supervisor was not available. I asked to have them call me and left my number. Tonight I called back and spoke with Carif. I am not sure what happened to our conversation except for that he put me on hold to speak with his supervisor, but when he came back to the phone saying that these repairs aren't covered. I then said that I would like to speak with his supervisor and he then said she was not available. Isn't that what a supervisor is for? I explained that I have been waiting for supervisor to call me--which they still haven't. So then I read my contract to Carif regarding plumbing repairs--- I no longer had contact with him eventhough my phone continued to stay on. I kept calling his name and he never responded back to me, so I hung up after 28 minutes. It is very difficult to reach someone in your company regarding questions. I had to google complaints and BBB showed up. I really would love it if someone who has knowledge of plumbing and my contract. I don't expect much, but it does say it would help cover rough in when the ceiling did not have an access. I really don't want mice, snakes or anything else crawling through my celing and also my insulation is falling out because of the hole. I also want it noted that so far, I have had 2 great experiences with AHS and have recommended it to my freinds but just wish I could have spoken with someone who was knowledgeable about plumbing and construction. I would appreciate a return call or email.

Nikki Crooks
337-794-0341

20

Im having a hard time getting my central air fixed two service techs sent to my home by American home shield said my control panel and evaporar coil needs replacing the control panel was replaced but instead of replacing the coil put some stuff in to seal the leak and it leaked out will i be credited for the leaked freon because more freon would have to be purchased. They put the freon in and some stuff to seal the leak but i now have no AC and money wasted I want them to replace the coil not seal or plug it up. . i have numerous heath issues but cant get any one to fix this or replace AHS should have done more. Yesterday I asked to speak to a manager and was told no manager available was on a call so i told the service person i woul hold he kept saying some one would call me back i told him no i would wait because that mornig i was told someone would call and tell me something this is terrible service can someone help me.

Virginia elliott
11500 burning tree court
Bowie,md 20721
3013500214 home
3014668930 cell
Sent from Yahoo Mail on Android

Sent from Yahoo Mail on Android

Sent from Yahoo Mail on Android

20

Replacement of New Furnace by Piedmont Mechanical Contractors Heating and Air. Experienced Gas Leak from Furnace (Atlanta Gas & Light). Had to pay additional $75. Piedmont company unable to come out. Express Comfort Heating & Air sent out to fix gas leak. We were told "poorly installed" foil paper, duct board, back of unit falling apart" We have called Home Shield (5) five times requesting for company to come out and fix job with no response. Have spoken to a tech each time with promises to have company call us. We were told we had to pay another fee to have someone come out which we refused. Still smelling some gas. We paid additional $3,000 to bring furnace up to code.

20

Issues with AC/heat for about 9 months. AHS sent out a subpar contractor who totally messed up the system, supply/return in garage and ductwork. Multiple calls over winter regarding no heat, now with first heat of summer our ac is barely able to keep house 78 when set at 76. AHS refused to have another company repair contractor screwups. Hired an independent company who said the work done is ridiculous. Don't know what to do now to get reimbursed.

20

I was talking to the customer service rep in authorization department and he hung up on me. I was trying to tell him what was going on with my ac and that it doesn’t make sense to keep putting refrigerant in a system with a leak. I just had refrigerant put in last year in August. I told him that 2 different company contractors Of ahs told me the system is old and needs to be replaced. I didn’t cuss or yell when I told him I was going file a complaint with the better business bureau he told me to go ahead. He said if we replace everybody unit we will be broke and I said I’m not everybody . I told him I’ve been with y’all for 17 year and I have already paid for a replacement. I think y’all trying to give me The run around on this ac unit. There is a leak somewhere and it Doesn’t make sense to put refrigerant in it to leak out. 805.00 is a lot of money to be throwing away. I was on the phone for 57min with the first guy I talked too and ask for a manager the manager wouldn’t come to the phone. So I call the authorization Dept and that’s When that other guy hung up on me. I called on May 24 @ 7:00 pm and authorization dept @ 8:30 pm . I need a manager to call me and let me know what you’re going to do about my ac.

20

Subject: Air Conditioning

Good morning Mr. Wassmer, my name is Cathy Jones and I live in Bessemer, Alabama. You are a last resort for me. I have been reading about Mr. Rex Tibben, CEO of American Home Shield. Would you have a telephone number or email address for Mr. Tibben? My husband and I are desperate at this point. Our air conditioning went out on Tuesday, May 20, 2019 and we are currently in a heat wave in Alabama. I am a chronic migraine sufferer, my husband has hypertension and it seems like no one at American Home Shield cares. We have spoken with them daily and there is no compassion for our situation. We have been loyal customers for 8 years. AHS did order or authorize the purchase of the unit but the contractor says he can't install until Tuesday the 28th. I have been sick for 2 days. My husband and I have spoken with a representative and a supervisor @AHS this morning to request outside Authorization to be reimbursed for a hotel room for this holiday weekend until our air is fixed or we could pay for another contractor to install and be reimbursed for payment with outside Authorization. We were told it would be May 28th and there are no other options. You are my last hope. I have worked for the government over 29 years and I process contracts. I realize that the work order can be cancelled and we can take care of the air ourselves, but we need our money back. If AHS contractors are a reflection of the company, where is the professionalism, customer satisfaction and compassion. If you could put me in touch with someone who could help, we would be forever grateful. This will be the worst weekend ever and I am a veteran who served in the United States Army for 22 years. God bless you.

20

I was talking to the customer service rep in authorization department and he hung up on me. I was trying to tell him what was going on with my ac and that it doesn’t make sense to keep putting refrigerant in a system with a leak. I just had refrigerant put in last year in August. I told him that 2 different company contractors Of ahs told me the system is old and needs to be replaced. I didn’t cuss or yell when I told him I was going file a complaint with the better business bureau he told me to go ahead. He said if we replace everybody unit we will be broke and I said I’m not everybody . I told him I’ve been with y’all for 17 year and I have already paid for a replacement. I think y’all trying to give me The run around on this ac unit. There is a leak somewhere and it Doesn’t make sense to put refrigerant in it to leak out. 805.00 is a lot of money to be throwing away. I was on the phone for 57min with the first guy I talked too and ask for a manager the manager wouldn’t come to the phone. So I call the authorization Dept and that’s When that other guy hung up on me. I called on May 24 @ 7:00 pm and authorization dept @ 8:30 pm . I need a manager to call me and let me know what you’re going to do about my ac.

20

I have been trying to get my GE dryer fixed since 4/7/2019. The service guy (Dial One McConnell) has been out to my house twice. They was suppose to come back out on 4/19 but never showed and lady called to tell me they was going to order part. Well if they knew a part was needed I would NOT had to take off work for the 3rd time. I called May 7 somewhere in there to check and was told the part came in on 4/26. No one has notified me to schedule appt. Then when CSR called Dial One they informed that part came in broken so another part was order on 5/7-9. I called on 5/20 and CSR informed me part has been in since 5/15 and someone from Dial One will call me. I called 5/23 only to get informed that only a screw was sent and not the correct part. This is RIDICULIOUS! I have been lugging clothes to the laundry mat for almost 2 months because I cannot use my dryer and I keep getting the runarounds. I should NOT have to keep calling to see when my dryer would be fixed and no one is communicating with me. I am very displeased in the service of my warranty company and also the contractor and at the end I am losing out by no dryer, paying for laundry mat, and having to take of work multiple times and it is still NOT resolved. Not to mention when I called 3 times yesterday 2 people hung the phone up on me and one was very rude and bluntly lied right to me after I asked to speak to a Supervisor he told me one will call me back. I asked him to verify my contact information because he had not asked me my name, contract number, address, or anything and he disco'd call.

I would like an immediate resolution. It has only been since APRIL 7.

Annjanette Crawford
328 Ingram Ave
New Albany IN 47150
502-710-1982

20

I have an oven not working...GE profile. Started this process back at end of February. Contractor has been here 4 times to supposedly fix....has not happened yet!! Each time another part needs to be ordered....and is always on backorder. So most recently the planned visit 5/21 does not happen. No one calls me at all. So I have to call myself to find out it is going to be another 4 weeks. So now the end of June. I have no confidence in GE appliance repair to actually complete the process. And even less confidence in anyone at AHS to actually assist me and follow through on it. Just being told again that AHS can do nothing. I DO NOT want GE appliance repair in my house again. Have been a customer since 2006....and this has always been an issue with so many contractors. And Customer service at AHS is absolutely miserable at best. Not one of my 5 phone calls on this matter has ever had follow up contact with me. So should I not here from anyone in next ten days....I will just cancel my contract and move on. Certainly cannot be any worse off than I have been with AHS....no oven for 4 months with three young kids and working mom and dad...and all AHS can do is take my monthly payment and service fee as needed and say “we’re sorry, but there is nothing I can do”. Thank you AHS
Alan Dahlmann. 868 Chase Road. Evans, GA
8032706504.

20

I have 2 complaints. The first is very old because we gave up trying to have American Home Shield even fix the mess the service people made. Our whirled pool tub was not working and 3 different companies came out to try and repair the problem. One of the companies took the tub fixture and did not return to fix it. We were given the run around by the American home shield departments. As soon as we have the time and money we will contact and attorney to see what our options are. We loss faith in your company and not sure we why we even stick around. After this next issue is hopefully fixed we are switching companies. We now do not have a bath tub.
The current problem is our dishwasher. We've had one of your repair companies come out over 5 times to try and fix it. He even said it cannot be repaired. Now you want to send out a second company to try and fix it. We have not had a dishwasher for almost a month yet. You're company is very deceitful and do not have any concern for your customers. Working with your company has been one of the worst experiences of my dealing with anything pertaining my home.

I know that your customers concerns and satisfaction are at the bottom of your list. So I do not expect this to be answered but I will make sure I take every possible step to hold you responsible for fixing everything you have screwed up.

20

It appears AHS has outsourced it's incoming calls for service. I requested service on Monday; have not received any response from assigned contractor at all. Monday was told it takes 4 hrs to receive an email with contractor info??? What?? Now I'm being told that the 24-48 hrs that the contractor has to reply is BUSINESS HOURS, so it could take up to 6 days for a response??? I may be looking for another home warranty company real soon!!

20

Paul Rochette 901-237-8923

Note: Issue still un-resolved.

496782982
Furnace called in April 5th.

Greenway engineer showed up:

Came out on April 9th or 10th.
- Was unfamiliar with induction cooktop
- Diagnosed issue as power problem and recommended it be sent to electrician.

Real issue was secondary panel housed power to the cooktop. Breaker did not trip, but when reset corrected power issue. Called back and re-opened case supposedly.

497699282

Came back out around April 12-15th and diagnosed module issue.

Cooktop module ordered, arriving to Greenway, Monday April 22nd.

Came out for attempted repair April 26th, but module did not resolve issue. That was of course after the engineer came back and said he lost his cell phone. It was found inside the cooktop.

Engineer indicated a 1-2 business day time for replacement for cooktop.

Called Greenway on April 29th to see if engineer ordered parts. Was told he had.

Started calling three days apart, was told by Greenway, parts were called in, get with American Home Shield (AHS). We did, however, AHS kept saying it had not been called in. Each time AHS called Greenway and was told the same thing, they called it in.

Now about May 13th, I called both Greenway and AHS and requested they call it in since sending normal channels was not working. After complaining to a manager at Greenway on May 13th, Greenway sent in the request and magically showed up on May 14th.

I then called AHS on May 14th requesting a manager to call us back, to indicate the issues we are having. I called frequently, about two-hour intervals yet a manager was always unavailable. Could not get one to call us back. We were instructed AHS had until May 21st to finish processing. I was told, basically, just wait. Cannot speak to a manager, even though AHS sent the Greenway Home SVC to our home and failed miserably in attempting service.

We are extremely frustrated. When we call in and say this has been 50 days from the start, I suspect AHS looks at the second case opened three weeks later.

This is un-acceptable in any area of support. No matter when we called, or who we spoke to, the call center at AHS and Greenway told us what they thought we wanted to hear, and no results.

Today is May 20th, a day before the 21st supposed deadline and nothing. We have gone through family visits, Mother’s Day and daily life with no cooktop for 50 days. Unacceptable.

20

I filed a request to fix my air conditioning on 5/6 the tech came the next day and said that the high voltage coil was bad. He wanted me to pay him $700.00 to clean the unit and when I told him I have someone who can do it for me, he got defensive and said they don't work with others. He wrote the information on the part that he had to order and left. Its been two weeks now and I just found out today (5/20) that he never reported it to AHS for repair.If he couldn't squeeze that $700.00 out of me ,he wasn't going to fix it. ANOTHER COMPLIANT TO THE FTC. ( CUSTOMER CARE NO HELP YOU CAN'T UNDERSTAND THEM!!!!!!!!!)

20

1st complaint, customer service reps protect supervisors like no other company EVER!
My washer has had several separate issues over the past 2 years!
I’ve paid the service fee, I’ve had it waived after several 2-3 hour phone calls but still my washer has not been working. I believe it has been fixed properly and just has issue after issue because of its age or maybe it’s a lemon? I was just on hold for a supervisor and I’m absolutely positive the customer service rep disconnected the call intentionally. I will call again

20

Contract number 211332532. I have three other contracts on three other properties .

Property in question is 13335 Hidden Valley Rd., Victorville, CA 92395

I purchased a full coverage 11 months ago. Yesterday told that my faucet replacement was not covered, that I had an older contract.

I was never given the opportunity to upgrade that older contract. You completely blind sided me with this non covered issue.

Has I known, I would have upgraded.

Had I known it was a non covered item, then I would not have called AHS and wasted $75.00.

As a long term and multi contract customer, I am requesting that you make an exception and cover me on this faucet.

If you cannot do that, then kindly refund my $75.00. Thank you

20

Heating and air system has not been working correctly since Sept. 2018. Have had 3 compressors with the last one installed 3 weeks ago. Your customer service is very poor. You are not trustworthy. I have spent $1900 in Freon, not to mention the $300 or more in service charges. When do you decide to give me a new unit versus obviously used compressors. Totally dissatisfied with this company.

20

My ac unit went out approximately 2 weeks ago, close to the date 4-22-19. My wife and i live in a small town, Camden, Ar. I contacted Ahs the customer service rep. said they would contact me within 24 hours. The contractor contacted us 4-22-19 and said they would contact us to set up a appointment. I waited 2 days no response, i personally contacted the contractor, no response. I waited couple of more days no response. I then call ahs again, while i was on hold they tried to call the contractor no response. Then the rep offered me the option of finding a outside contractor which i refused. I am a disabled with major heart issues (3 open heart surgeries) and other health issues. I don't have the money to pay up front. After that the rep told me they would find someone within 24 and they did. The next day a Outlaws rep contacted me and we set up a 8:am appointment for the next day. A very pleasant technician diagnosed the problem rather quickly. After he install a new fan motor, he thought the problem was fixed. He realized he had a freon leak, it was bone dry. The problem we are having is coming out of our pocket 1260.00 for freon. If a contractor had responded faster, slow response time. The freon had almost 2 weeks to leak out. In other words the freon did't leak out over night. I have been a loyal customer for almost 20 twenty years. Please try to help!

20

OK, so filing the repair claim for my clogged drain a few months ago was easy. The AHS contracted plumbing company sent what I thought were reasonably competent plumbers....BUT, their plumbing "snake" was not long enough and so they said it was roots and that I was on my own. Another plumber came in and sure enough...it was GREASE....NOT ROOTS that was the issue.
Now, fast forward 2 months. Had to call AHS for a refridgtor leak...and THIS WAS COVERED. The (**^*&^(*&$#* contractor has been IMPOSSIBLE to get a hold of to reschedule the installation of the part, so my repair is STILL unresolved! Assholes is what the "A" in AHS should stand for!!

20

I needed a hot water heater (which provides hot water). I paid for it myself because it takes your service entirely too long to handle hot water heater replacements. I called it in and was told to contact the company that installed it 7 years ago. I was told by my plumber (was at my home doing some upgrades) and the heater had a leak and it was dripping onto the pilot, which was why the pilot continued to go out. The company that installed it told me that when it leaks water, it is time for a replacement. Yet, I would have to wait for someone to come out, try to find parts to repair, if repairable, get approval from AHS, if not repairable. In the meantime, my mom and the kids cannot take showers or baths because they can't handle the cold water. I think you get my meaning. I won't go any further into this. It is ridiculous. I ended up paying when I really should not have to do that. Some issues should be automatically escalated.

20

We called American Home Shield on Wednesday April 24th 2019 to report some electrical problems, today is April 30th 2019 and we had no service as of yet, we called American home shield and we get people from another country that we can't even understand, I can just hear them trying to explain an issue to a contractor . They found one company that never called us because they said we were to far out, however nobody from your company or the contractor called us. This is totally unexceptionable, we need to talk to Americans not foreigners that we cannot UNDERSTAND. What if this was our hot water heater, dos that mean we would be without water for 168 hours, what is this. I thought i choose the best provider in the country when i took out American home shield, the policy was sold to me by an American and communications was great. as of right now we still haven't had anybody call us to provide service. You should change your name to Foreigner home shield.

20

I accidently paid your company $3,184 instead of another bill last week and have tried to contact the billing department on numerous occasions and have spent at least 2 1/2 hours on hold. today alone I waited 45 minutes for a supervisor and them was informed that she couldn't talk to me and that they sent a email to the escalation team. I inquired as to their contact information and was informed that they did not have this. This is pure lack of customer service , My house address is 1525 Aurelia drive cummings GA, 30041 . Payment amount $3,184, reference # is R9K465ZV that was sent on 04/23/2019. I can be reached at 704/644/9510

20

Dear T. Seymour Vice President:
I called American Home Shied on May 2, 2018 for a work order for my heater priority Comfort tech came out looked at my heater deemed it unsafe run and shut it down and stated that we needed a new heating system and the cost would cost$5,600 would be and he would phone AHS. I am a disabled woman in a power wheelchair very upset that I had no heat no hot water since May 2, 2018 and have no heat or hot water to the present do to the amount of a new and to put some money away for the cost of the new heater AHS never followed up with me to see how things worked out so canceled my contact 1-31-19 even tho I been a valued customer over 20 years contacted #227223012
I need someone to contact at 267-288-3550

sincerely.

Tammy Itri cell 267-288 3550

20

I've been trying to get help from your "Customer service" on how to set up payment through my bank can't get addresses or numbers to try and set it up.

There are no supervisors available to take calls and they don't return calls.

Not sure how to address. Not a satisfied customer. I've currently been on hold for 30 minutes.

Thank you

William

20

AMERICAN HOME SHIELD COMPLAINT

1. I have been with AHS customer for over 20 years for my home warranty
2. The current Contract Agreement dated 01/25/1019 – please review regarding specific Air Conditioning/Cooler Agreement

COVERED STATES:

Ducted electric wall air conditioning system – Water evaporative cooler system –Cost related to Freon recapture – Ducted electric central air conditioning system including: condenser, metering devices (i.e. thermal expansion valves); furnace transition; evaporator coils and drain lines; air handling transition; secondary drain pan and lines; and refrigerant lines are covered.

Your representative told me they would pay only for the Evaporator coil.

We contacted another Air conditioning service in my area and their professional opinion advised me that most of the parts supplied should be covered.
I am aware that Freon is not covered.

Consequently I feel my bill was paid for the associated parts which were overpaid and I request a return of $534.00 for drain pan, master seal and safety switch which is in the Covered in agreement.

Please return this money!

20

Company that showed up for job fixed one problem and caused another. He was unprofessional and complained as soon as he got there about living in another state and he hoped it was a quick job. Changed a faucet then took off the knob in the tub and messed around with it and water started leaking through my ceiling into electric dining room light below. Then went to his truck and came back and said it’s not covered after causing the issue! And left my house with a water issue it didn’t have before. This company was terrible and this company is a company you sent to represent your company. I need the issue corrected that he broke. I spent 45 mins on the phone yesterday while a rep said they would look into it. Got disconnected and he never called back to discuss the damage that the contractor caused. Nor has the item they caused damage to been fixed which may cause more issues. Again he came for one issue and Caused the other. I need someone to address this ASAP as I have water coming into my electrical the floor below from damages they caused . He said it was the valve after saying he didn’t know what it was from , in my opinion because he knew valves weren’t covered and he wanted to leave ASAP. I can’t even gaurentee that’s the issue . Is this what can be expected from the contractors your company deals with?

20

Rooter King or R K plumbing Tucson. Came out refused to do 2 out of 3 jobs. One of the refusals was legitimate. Fixed a leak in a toilet, but refused to fix the plumbing leak in a sink. He said that I had to replace the vanity or knock a hole in the wall to replumb the pipe.

I went to Lowes, got the parts needed, and did the replacement in less than 15 minutes: with no modifications at all necessary.
There have been many complaints about this company on the internet and if the posts are to be believed, there have been many complaints to AHS about them as well.

The attitude of the technician was condescending and unhelpful. He lied to me about what would be needed to fix my sink problem. Most of the time he spent at my house, was sitting in his truck cab

I feel that in fairness, that I should get my $100 service fee back. I'd also like to get an apology from R K and from AHS for sending out such a useless tech.

My name is Robert Dawson, 8023 E Shadow Lane, Tucson, AZ, 85750, tdbob1@aol.com 520-241-6855

20

On 4/6/2019, I requested service online from AHS to let them know my upstairs air conditioning unit was not working. A service technician came out and told us that the compressor was bad and would need to be replaced. But he proceeded to tell me that because the unit is over 13 years old and the refrigerant needed to be replaced would cost $980.00 - R-022 which is being phased out next year, he would recommend replacing the unit. He could have his company come out and assessed how much the cost would be. AHS called us to let us know that the compressor needed to be replaced and I would have to pay $980.00 for the refrigerant. I asked them did the technician tell them that he recommended for the unit to be replaced because of the age and the refrigerant. I called the technician and asked him why didn't he tell AHS everything and of course he said he couldn't because the compressor could be replaced, but trying to influence me to use his company to replace the unit. I immediately called AHS to let them know what took place and didn't feel comfortable with this company and requested a second opinion. AHS informed me that I could have a second opinion and United Air Temps would be on the list of technicians I do not want to come to my house anymore. Also, if the diagnosis was the same I would have to pay a second $75.00 service fee and I said I understood. The second technician from Access Heating & Air came out and looked at the unit and also said the compressor was bad, but also wanted to look at the in house evaporator coil in the attic and informed us that the coil is leaking and needed to be replaced. The technician sent the information to AHS and after 3 days of not hearing anything from AHS I called them to find out that they still had denied the request from the second technician and would not have the unit replaced. I also called Access Heating and Air and Lisa, the representative informed me AHS told them not to follow-up or do anything further and they would be going with United Air temps recommendation even though we had concerns about the service. I had a maintenance contract with United Air Temps and every time they have come to my house for the check-up something happens with the unit. After a recent check, my upstairs thermostat burned to a crisp and he not once said there was an issue before but tried to sell us more stuff that was not needed. Every time I have called AHS trying to talk to someone about the situation it has been very frustrating and demeaning. Never have I experienced the lack of customer service your representatives have given. They tell me I cannot talk to a manager or anyone in the authorization department. I have been a loyal customer for three years, paid on time and this is what we get. It has now been a week later and the situation is still not resolved. I have asthma and a disabled son who cannot be in extreme heat. I have tried and tried again to let them know, why want they realize it is ludicris to put refrigerant in a compressor if the evaporator coil is still leaking and needs to be replaced. It is my intent to cancel the contract and contact legal action on this matter. It is a shame that you pay for services thinking you have the right coverage and people are constantly trying to rip you off or not do the right thing that needs to be done. If by some means, someone wants to talk to me, I can be reached at 240.398.0831 or my husband Francis at 240.398.6417. I have never been so disappointed with this experience. If I could give AHS a 0 I would, but I see that is not an option. After speaking with my real estate agent who recommended your company and informed her of our experience, i wanted her to know she might want to reconsider recommending AHS.

20

I recently had my wash machine go belly up, i have American Home Shield coverage protection. I was able to receive a free washing machine bc my wash machine part is no longer available. I have been without a wash machine for over two weeks now. The problem is AHS does business with a subcontractor named Ralphs Transfer Inc, apparently a delivery service that works with AHS. I have had to call these idiots five separate times, the customers service employees are clueless. I asked that my wash machine be delivered from 8am to 12 pm ONLY. They continue to have the time delivery time down wrong. I spoke with four different ppl for a simple request bc someone needs to be home for this project to be completed correctly. My brother leaves for work at 1.00 pm, hence the request to have this delivered at the earliest convenience. I spoke with the Supervisor yesterday and he guaranteed me i would be the second delivery of the day. Here it is 11.30 and they still haven't shown up UGHHHHHHHHH.

20

Called on March 29th 2019 to get dishwasher fixed. Contractor came out April 3rd 2019 said dishwasher needed a part and he would order it. Now irs April 15th and they still have not fixed the dishwasher and we have not heard from the contractor. So total time since we paid $100 deductible has been about 3 weeks the dishwasher is still broke cudtomer service is no help at all. This service sucks so give me my $100 back. I can go buy my wife a brand new dishwasher.

20

I have been with AHS for years (first mistake). I was told years ago they will screw you. I did not listen (second mistake). How can a heat/cool system less than 2 months old have problems and AHS dont want to replace it but only TRY to fix it. Only for it to break again several times before the year is up. Now that the part has broken again it will cost me $800 out if pocket expense on a NEW unit that's now less that than 18 months old. Go figure. And the different companies that come to your home most are rude and nasty. They act as if the customer has done something wrong. I would NEVER EVER recommend this company to anyone . And if anyone would ask me about them I would say RUN AWAY as fast as you can. My 3rd mistake was staying over 10+ years with this company. BUT I'm a firm believer you WILL REAP what you sow.

20

Repeated attempts to get service for pool equipment. Contacted American Home Shield first on March 3, 2019. No appropriate response from 2 separate pool service companies. Many attempts made to AHS customer service, have been placed on hold for 35-45 minutes at a time before anyone comes on the line and have to RE-EXPLAIN entire scenario all over again because of no notes made of my previous discussions with AHS personnel. I have spoken to/explained situation to a different representative every time I’ve called. One person said our claim was “in review” and a decision would be made shortly. When no one ever called me back, I called in yet again only to find out no such “in review” situation existed. This lack of professionalism is disgraceful. In March, when I called I was told of a “computers down” issue. I made 3 calls that one day to see if computers were back up (as instructed by AHS reps) and was told by all 3 reps that once that situation was resolved, I would be called back. To this day NONE of them has called me back. Our account # is 234975922. Please have someone call me who has the authority to make some decisions and who cares enough to honor the contract we have with AHS.

20

Contract #246889752
I called for service on our bathtub faucet. Our contract fully covers faucets.
On March 26, 2019, you sent a scam company, Bear Plumbing and Rooter, Inc. Two guys Greg and David, came out and spent 10 minutes talking to each other in a foreign language. They briefly looked in the tub crawl space. Greg then said to me he needed another tool to use to replace the hot water faucet, which will not turn off. He said he would be back to fix the faucet. We specifically asked Greg if this item was covered, and he assusured us it was. He then wrote up a report, which we can barely read. It reads "unable to remove hot side handle due to set screw is stripped."
We asked him about normal wear and tear, and he said the faucet is old and this was normal. The faucet is around 15 years old.
Low and behold, we get a call from Authorizations Dept. saying because of "abuse" of this 15 year old faucet, it was not normal wear and tear -- the exact opposite of what we were told. Mariah from Authorizations Dept. then offered a "2nd" opinion from Arsenal Plumbing. We said we did not want a company coming here with bad reviews. Looking up Arsenal Plumbing, there are so many bad reviews we could not read them all. We asked for another plumbing company and were refused.
We have been your customers for over 20 years, renewing at least three properties every year. Now, it seems your company has gone rogue and you use every trick in the book to deny service for covered items. You use companies willing to do your bidding to deny service for covered items while telling the customer the opposite to their face.
We read some of the numerous complaints lodged against AHS, where people have complained to FTC.gov and the Consumer Protection Agency and to Rex Tibbens, the CEO. They are threatening a class action suit.
If you insist on denying us service on our covered item and insist on sending us scam, substandard plumbing companies, we will join them on their suggestions. We have paid AHS too much money over the 20+ years for numerous contracts, which we WILL NOT renew, if this issue is not resolved.
(213) 300-3646

20

I have been trying to get a my toilet repaired since January 6, 2019. I have spoke to a Representative from American Home Shield 6 times since to be told a new toilet was authorized but no one called to schedule. I have been calling back each week and my home toilet had to be turned off and I still do not have a toilet.

PLEASE HELP ME RESOLVE THIS ISSUE....

20

My contract number is 233735552, i've been a HS customer for several years, i've attempted to get assistance with my policy for months without help. I've been charged for 2 bills that i didn't get service from so i've removed my automatic payment info. I spoke with a rep that informed me they would remove the fees however still 4 months later i'm still receiving bills. I have not added my billing info back because i don't want them charging me for the services i didn't receive. This has been the most horrible experience that i've ever had with HS. I have not been able to get service since Oct, so i don't feel that i should be charged a monthly contract fee for services that i'm unable to receive. We are a military family and we have used home shield because it travels with us where ever we go however, i will NOT recommend this service to anyone else due to my recent dealings with the company. I cannot even get anyone to help to remove the charges so that i can move forward. I will be looking for another warranty company to assist. I'd really like for someone to contact me back regarding my issues. Also i had a flood in my house due to a leaking pipe which i contacted HS about, and the people they sent to the house didn't come for over a week and by the time they came my whole entire basement had to be redone, the carpets and walls had molded. I ended up having to file an insurance claim with my Home Insurance policy, after i told HS that the people couldn't come out, they made me wait for a week.

20

I been trying to work with them on electric work
For 3 mos no one is calling me back ever time call and put on hold for 46min to and your ever time.So I need to cancel my contact if nothing is taking care of soon.

20

I have made over 3 attempts to receive reimbursement for an authorized ice maker repair since Jan 19. Each time over the phone I’am told to resubmit my receipts to email address: ahsosa@ash.com which I have complied with. This is unacceptable considering when funds are due to you they are paid immediately.

Funds reimbursement: $632.35

First request: Jan 30, 2019
Second request: Feb 14, 2019
Third attempt: March 8, 2019

Your support is greatly appreciated.

Dispatch # 487096882. Contract # 229688992. Reference #/485219512

My contract # is 206616512

Sincerely,

Herbert Winchester Jr.
228-365-7976

20

The line going through the door on my LG refrigerator to my ice maker collapsed and American Home Shield refuses to fix it because they say the ice maker is excluded. This is crap! It is always a fight with these people. I would think the bad publicity and the problems of going to arbitration or court would make them a little more thoughtful in their deliberation. But it doesnt they are still just as arrogant and smug. Dont ever do business with these crooks!

20

My furnaces are not working since January and each time I call AHS it takes 30mins to get a person then the call drops and I still haven't gotten my problem resolved.

My contract # 245581892

20

November 27 2018 we sent a request for service to fix our Ice Maker on an LG refrigerator. The service company4Star Repserve LLC came and replaced the unit but it did not work. They have since told me they are waiting on a new replacement from American Home Shield and LG that the one they put in was not the proper Ice Maker. We would really like some help in getting this resolved this just seems to drag on and on for almost three months!!!
Thank you.
Carl Crews
Contract number 230101112
Address: 2208 New Mill Lane Arlington Texas 76012
Phone Number: 817-988-4973

20

I lost my heat on 18 January. You were unable to find someone to come to my house. On 29 Jan. you advised me I could find someone myself. I did. They came out. I paid them and got a written estimate. My compressor was shot. I sent estimate to you. Tammy W. in retention dept. told me by email, that I would have to pay for the fix out of pocket and then submit the the paid invoice to you to determine if you would and how much you would reimburse. I have sent pictures of unit ser. no., make model etc...according to her, I did not provide enough information on the unit for you to honor your contract agreement as written. I have sent numerous emails and dozens of phone calls. I have been denied the right to speak with anyone that can help me. Please help me. I don't have $3,000.00 for a compressor. There is no excuse for your denial of acceptable service. I live in Murphy NC. There are 11 heat n air companies in Murphy. None of them will do business with your company. Now I see why. PLEASE HELP ME.
770-605-2573
1170 kILBY rOAD
mURPHY nc 28906

20

I lost my heat on 18 January. You were unable to find someone to come to my house. On 29 Jan. you advised me I could find someone myself. I did. They came out. I paid them and got a written estimate. My compressor was shot. I sent estimate to you. Tammy W. in retention dept. told me by email, that I would have to pay for the fix out of pocket and then submit the the paid invoice to you to determine if you would and how much you would reimburse. I have sent pictures of unit ser. no., make model etc...according to her, I did not provide enough information on the unit for you to honor your contract agreement as written. I have sent numerous emails and dozens of phone calls. I have been denied the right to speak with anyone that can help me. Please help me. I don't have $3,000.00 for a compressor. There is no excuse for your denial of acceptable service. I live in Murphy NC. There are 11 heat n air companies in Murphy. None of them will do business with your company. Now I see why. PLEASE HELP ME.
770-605-2573
1170 kILBY rOAD
mURPHY nc 28906

20

On 11/2018 I contacted AHS to have my microwave repaired. Appliance Repair Experts came out in 11/17/18, 11/30/18, 12/28/18 and 1/17/19. Each time I had to arrange for my son to be here each time. On Tuesday 1/22/19 I opened the microwave door and the entire microwave fell on me, scraping one arm, bruising the other, tweaking my neck and back a bit and putting a hole in the wall. The repair company had unmounted the microwave 3 time and apparently the last time they didn't re-mount it correctly. I contacted AHS, who said they contact the repair company, they called and emailed....supposedly. I was told by AMS representative that they needed to get Appliance Repair Experts side of the story, I heard nothing from AHS or the repair company. My son called Appliance Repair Experts and they response was, we fixed the microwave so they would not come back out without a service request. I called AHS again and was told someone would contact me in 24-48 hours, I explained the microwave was balancing on a Rubbermaid tub on my stove, still partially attached to the wall but no longer attached to the cabinet. I was now unable to use my microwave or stove. AHS gave me permission to have my neighbor come and finish taking the microwave down. This is now 4 days later, I'm still waiting for some resolution. It also appears when the microwave fell, the bolts that held the microwave to the bottom of the cabinet are damaged. My microwave is now sitting in my dining room, still on the rubber maid tub. I'm not a business owner, but I don't think this is how customers should be treated. Any idea when some one might take responsibility and fix this problem. Service request # 47921222.

20

The service over the phone is very poor , I called a about a water heater I pay out packet and I was trying to get information on what to do to.I was waiting for 1/2 hour and I was not able to get help from any body or department.

20

My hot water heater leaked about an inch of water all over my utility room this morning before I noticed it. I responsibly turn off the water to the heater and immediately call the warranty company. I submitted my service request with Laura, who was nice but robotic. When I received the text message from the contractor my request went to I called them and learned they couldn't get to me until tomorrow and I would have to be home to let them in or they couldn't do the work. I called back to AHS and got Laura again who told me that was within guidelines of 24hrs for service. When I asked to speak to a supervisor I got Christine after being on hold for 10 minutes. Christine repeated the same information as Laura and when I told her I needed someone out today she agreed to cancel the current service request and submit another one to try to find a company that could service the need today. I was put on hold for 60min (as timed by my phone) and then disconnected. When I called back I got Malik, who was the most professional and helpful out of everyone I talked with today. I asked for Christine and was told there are call centers everywhere and she was not aware of Christine and there were not notes in the system. She gave me to supervisor Steve, who again repeated the 24hr timeframe and then downgraded my need because I had turned the water off to the heater and now had to wait 48hrs. He refused to give me the information to contact the company leadership stating I could find it on the website, which it is not there. So once again I have had to call the main number and wait for another 15 min to get an address to write a complaint. The service company is coming tomorrow between 12-5 because they can't give a specific time and I have to be there to let them in and they will text me 30min out....yet I work 60min out. So I spend 3 hrs on the phone with AHS, had to go purchase a shop vac to get the inch of water off my floor, have no hot water in my house for the next 24hrs and still have to miss more work, my livelihood. So my question is who is the customer here...the policy holder or the contractor (who I know is not getting paid a market price but who agreed to that). Very poor examples of supervisors in customer service who leave customers on the line and never follow through on what they said they would do (Christine) and who basically tell the customer they are lying because there are no notes in the system form Christine and then refuse to give out address and name to file a complain (Steve). And yes I yelled at them after hearing the same canned text being read to me at least 8 times. POOR CUSTOMER SERVICE and A Waste of money.

20

After filing a complaint @my residence @5117 80th St SW Lakewood, Wn, 98499 due to a dead hot water heater, after two days a contractor was sent out confirming it needed to be replaced. Three more days went by (with no hot water) I was told by the contractor they still had no approval to replace it from you. This home is arental and the tenants were more than hostile by then. Finally the contractor said my cost would be about $750 more than what AMH would pay and he still didn't have an approval to fix. I then called Home Depot and they replaced the tank the very next day for $750 total without any help from you. I am also out the $125 deductable I paid for absolutely nothing.
This is terrible service. I am requesting some help for the cost of the tank from you as you eventually would have incurred some expense on this claim.
Your prompt attention is requested on this matter and if I receive no satisfaction I have requested complaint forms from the Washington State Insurance Commission's office regarding the complaint.
Tom Mauermann

20

After filing a claim at my residence @5117 80th st SW Lakewood, wa. 98499 due to a dead hot water heater, after two days a contractor was sent out and confirmed it needed to be replaced. Three more days went by (with no hot water) I was told by the contractor they still had no approval to replace it from you. This house is a rental and the tenants were more than hostile by then. Finally the contractor said my cost would be about $750 more than what AMH would pay and he still didn't have an approval to fix, I called Home Depot and they replaced the tank the next day for $750 total without any help from you. I am also out the $125 deductable I paid for absolutely nothing.
This is worse than terrible service. I am requesting some help for the cost of the tank from you as eventually you would have incurred some expense on this claim.
Your prompt attention is requested on this matter and if I receive no satisfaction I have already contacted the Washington state insurance commision
for help.

20

Our water heater developed a leak so I contact American Home Shield. I was contact quickly by the contractor and that's where any semblance of customer service ended. The contractor said our water heater was not installed to code and we would have to pay for modifications to bring it to code. Their estimate for that work was $966!! I had another plumber come to look at it and learned that the installation is completely up to code. The contractor refused to break down their charges by materials and labor. I had only a total dollar amount for each of 5 components they listed as requiring replacement.
I contacted AHS customer (non) service to discuss what appeared to be unethical business practice by their contractor. I waited on hold for 80 minutes, during which the recording told me every couple of minutes how important my call was to them. I was finally connected to a customer service agent who refused to let me talk to a supervisor. The agent informed me that she could pass on my concerns to the contractor relations department, but that I could have no direct contact with them (I could not email or call them and they could not email or call me). After explaining multiple times that my concern was not simply a concern about the amount they wanted to charge me, but the fact that it appeared they were unethical and charging me for things that did not need to be done at all (for example $149 for earthquake straps which are in correctly in place). I had to ask her multiple times to tell me what she was going to tell the contractor relations department because she just kept focusing on the dollar amount rather than the fact that it was for non-required work. She said she would contact me to tell me what the contractor relations group said, but after 3 days I have not heard a word.
I have never experienced such horrendous customer service from anyone. When my contract with expires, I will look elsewhere for coverage. Just because they don't have a lot of competition, it appear that they are happy to rake in the dollars and do as little as possible to actually provide service,

20

My mother, Penny Fallon has lived at 1207 Park Center in Benbrook Tx. for 20 years and has carried your policy for as many years. She recently moved in with me, her son and has been trying to cancel her policy for a month now. Yesterday 1-2-2019 she was on the phone over an hour only to be told her policy had NOT been cancelled and then transferred from person to person, each time being placed on hold until she finally hung up. I would like for someone from American Home Shield to contact her immediately and get this policy cancelled. I am very upset at this point and intend to start on social media as soon as I get done here and let everyone out there how terrible your customer service really is. I can be reached at any time by calling 817 401-4282. Penny Fallon may be reached at 817 229-8475. Thanks, Kevin Burns

20

My air conditioning broke now the warranty dep is telling me since my unit has a compressor that generates heat and cold my plan was not cover the heat pump. knowing that in the contract clearly stays AIRCONDITIONING/ COLD &HEAT. On January 2018 the warranty covered the heat problem. Now the unit need it a ne compressor and the company is denying the coverage staying the heat is not cover? accusing me that I CHANGED MY CONTRACT!!!! WHEN I NEVER DID !!!... the technician that came to see my unit disagreed how the company is denying my ticket to be repaired when they fixed my heat previously and they never said anything about the heat not being cover. He recommended to disputed since I does not make any sense not do approve it. I am a client for over 5 years, AHM increased the coverage with out any notice to me, when I called I was told the prices when up and if they make any changes to my plan is all on THEM not on me!

20

I tried calling regarding my account, I waited 45 minutes with no response. There is no email to ask a question. My account was bought for me by my daughter one year ago. It was renewed without any notification or to what it was billed to. Just can't get anyone on the phone to answer these questions.

20

I've had an ongoing issue with my heat and ac unit for over a year. i've paid enough money to the contractors and AHS to replace it. the issue isn't getting fixed and AHS wont replace the units. I don't understand what the point in having a warranty is if the problem isn't fixed and they wont replace the units. single mom here with no money to lose. help.

20

I have been without heat for two months. They (AHS) continue to refer me to the vendor to resolve. This is not acceptable. I am tired of calling and being given the run-around! I should not have to cram into one room to keep warm!!! Either fix the problem, condemn the unit and replace it!! NO ONE SHOULD HAVE TO LIVE LIKE THIS. I am extremely disappointed!! You take my money each month like clock work!

20

I callin an a lady in the Phenoix office name Presleyido not owe that 75.00 service free that woman was very rude please call me or I will cancel my service and I have been with you for years she even hung up on me when I told her i have 30 days to get it fix and it was not fix I keep looking at work order and it said pending under review on the AHS website I got so mad I said hell and she said I was rude I ask to her Supervisor and she told I do not have to get you a Supervisor I will be filling a complainer with the BBB if I do not hear from you 318-704-1245 home cell
318-407-1245

20

To whom it may concern, I recently had my hot water heater repaired by Alvarez Plumbing. My complaint is that my storage cabinet for my hot water heater was damaged during the repair. the plumber working on the cabinet of sure that it would be repaired he would have to report it to the company. That did not happen, I waited patiently for two weeks and I did not hear back from the company. At that point I decided to contactl company. They were unaware of the damage had occurred to my home and assured me that it would be taken care of. Alvarez Plumbing sent the same worker that service the hot water heater and did the damage to my cabinet. The work was done and was not repaired to its original condition in which I notified the company and they responded with we already sent someone out. I have tried to try to correct the issue with Alvarez Plumbing in which they are being very uncooperative. I have tried talking with Home Shield and they have been no help to me in solving this issue. All that I am asking is my cabinet is restored to its original condition prior to the damage from the Alvarez plumber. I feel at this point time I've been very patient and understanding and I've been treated with nothing but disrespect and unprofessionalism on all ends. I would like to have this issue resolved quickly.

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