American Home Shield

Our gas furnace quit. We called AHS on 1/24/24.

They sent a tec out the am of 1/26. This fella didnt realize that furnaces at ours age didnt have dual gas valves so the claim was denied and we asked for a second opinion. That occured also on 1/26 (Friday) a tec from Gibson heating and AC in Cathedral city CA. Came out and said he sent his diagnosis to AHS that afternoon.

On Monday, no contact with us. Tuesday 1/30 we called AHS and they said they would get in touch with Gibson and get the process underway. To make a long story short, they were unable to contact Gibson and neither could we. AHS on Tues Jan 29, said they were sending Field Agent to localte Gibson Heating and AC and for us to be patient .

This was 10 days after the original tec visit. We continued this back and forth talk with them not able to contact Gibson. On February second they continued to tell us to be patient. We are in our 80s and the night temperatures were in the mid 40s.

So on February 5th we called a local business and they installed a new furnace for $4150 and we have been nice and warm ever since. By the way on Feb 5th we called AHS and cancelled the contract.

So much be on hold for 2 weeks + with no heat. Would warn others to beware of using their service.

Where do I start? I've been with AHS approximately 15 years & at one time they used to be a great company!

In the past five years I've had more service requests turned down due to my contract all of the sudden not covering the issues! I recently had a hot water heater request turned down. The hot water heater is 23 years old, has sediment in the lines and hot water moves through the house the speed of a snail, if it even moves at all! I had the lovely Lindsay plumbing company, here in Houston, assigned to come out, theyre horrible as well, and they told me that the hot water heater wasn't working.

Well, the tech told AHS that it was working. So of course AHS denied coverage AND repair to my 23 year old hot water heater!

Needless to say I was furious so I called AHS to find out why my coverage was denied. I sat on hold for 20 minutes before talking to a woman, who I could just about understand, who then sent me to the escalation department for another 20 minute hold. When I was finally helped, I was told that nothing is covered for my hot water heater.

I told her I wanted to cancel my contract, so then I spend another 20 minutes with a woman who tried to keep me by giving me every possible perk she could think of EXCEPT for actually doing the job that I'm paying them to do, i.e. fix issues with my home!

She told me that they go off of the recommendation of the service company they send out. That would mean that the Lindsey company that gave me one story and gave AHS another! I truly believe that AHS specifically hires companies that are not the most reputable, and want to charge you full amounts and not do any repairs through your contract.

The technician I had, tried to sell me a $2000 water heater, after him and AHS decided that my water heater was not old enough to be worked on through my contract. I know for a fact that I can get a hot water heater for less than that.

I believe that AHS has a deal with their contractors to try to screw homeowners out of their service fee and contract.

She tried refunding my $100 service fee, refunding me next month's contract fee & just trying to talk me out of canceling it and I told her no on everything.

So then the sweet Asian lady goes full psycho, gets upset and decided that now she was going to be Miss Bossy & charge me a $23 charge for cancelling my contract! I don't know where these people are coming from, (oh yes i do theyre all coming from somewhere in Asia considering how difficult it is to understand any of them), but there's no way i would ever recommend this company to anyone!

The day before Thanksgiving of 2023 my hot water heater went out. One of my Thanksgiving gas happened to be an electrician and checked to see what the problem was.

Discovered that at least one if not both of the elements in the water heater needed to be replaced. I contacted American Home Shield who had one of their contractors contact me. That company sent out two incompetent technicians who said that there was electricity going into the tank, but not coming out of it. They stated that we needed to call an electrician because we had an electrical problem.

When they showed up, they did not have the proper equipment to even test the water tank and reported back to the company that the water heater needed to be replaced and it was under war. The water heater did not need to be replaced the elements I tried to contact American Home Shield and the company I kept getting the runaround American Home Shield said I was going to have to pay an additional $278 to have it fixed through them but that was only a quote. I received an email from the company that they had sent out and they stated they wanted $2500 to replace the water heater. Plus I was supposed to buy the water heater for them.

We desperately needed hot water in the house so I made another contact to a reputable company, they sent out a technician who had the problem diagnosed and fixed within one hour of his arrival. It was the elements I have attached a photo after several attempts to contact a manager and share with them calmly, my concerns. I finally got a hold of somebody who said its not their problem they were not gonna refund my hundred dollars that they were given to send somebody out to have the heater tested And I should have let them finish the work. I had to call them at least six times to speak to a manager who was less than helpful.

anyone that is considering purchasing an American Home Shield warranty plan best think about it twice of what you might be getting into. They are rude and customer service.

There is less than acceptable. By the way I now have hot water and Im very happy they listen to me in the first place, none of this wouldve happened just replace the elements and move on with it.

KRIS is one of the supervisors and let me just say she is absolutely TERRIBLE. would not let me escalate my call any further or talk to another supervisor for a confirmation/second opinion.

when i requested a new ticket be made to speak to somebody else/escalate the issue, she muted her mic and stopped talking to me. i can be very patient so i stayed on the phone trying to speak to her for exactly an hour and 11 minutes until she decided to hang up on me. absolutely unacceptable to be that unprofessional and petty when all i asked was to speak to somebody else.

i need an appliance repaired, you know, cause that's what i pay this company for, and they're giving me an option of either waiting 10-15 weeks for the part OR getting a cash payout. the cash payout is NOT enough to even replace the kind of appliance that i have PLUS to hire ANOTHER contractor to replace it/fix it for me.

AHS can go to another company for their parts but they're choosing to stick with a third party instead of going straight to the source of the company that DOES have the part ON HAND where i do not have to wait that long.

it's a loss either way!

i wait for WEEKS/MONTHS for the part or i accept money being thrown at me that would not even cover the parts+labor of a new contractor that I would have to find myself.

i pay AHS so i dont have to do that work. do not go with american home shield.

Not happy! American HS Sales lied to me to keep my business.

Foreign employees arent keeping the same American values. They feel they can lie and tell me I have coverage just to keep my business. Plumber came and said he would have to come back Monday and I would owe $1,000.00 furthermore, American Homeshield Customer Service has the Margaret Thatcher demeanor of saying no, no, no. They are foreign employees that, seriously, arent the American in American HS.

I WILL be canceling this sham! I can fix or replace any of my appliances without paying American HS the ridiculous monthly fees and deductible. Putting that money aside for all these years would repair plumbing and replace dishwasher.

I am going to create a public blog to warn people against American HS. They will only be wasting money!!!

My refrigerator/freezer went out. Filed for a service call this morning at 8am.

Response was that they will contact me within 24 hours to schedule an appointment (unless it's a weekend or a holiday, then longer). What?! This is what I consider an emergency because all my food is defrosting. They do not feel the same way.

They scheduled a service call for tomorrow afternoon, or I could also wait until next week. I called in and asked to have it escalated. After being on hold, and then on the phone with someone overseas for some time, and I was sent to the "escalation team", where I got the same canned response from the overseas "escalation team". It just gives me the impression that they will make you wait with the hope that you call your own contractor, then they don't have to cover it.

What a waste of money. Glad my home seller paid for it and not me. I am a Realtor and I will definitely not ever recommend this company.

We will see what happens with the service call and how things go from there. Meanwhile, lots of food being lost, which they do not cover.

I have a home warranty package that I pay for every month through American Home shield. They take out $81.99 every month for this.

I called them about two weeks ago and filed a service request with them to send a contractor out to me for my plumbing. I paid the125.00 service fee for a contractor to come. Out and fix my plumbing. They told me that they would have a contractor contact me within 2448 hours.

I waited. They never had anyone call me. I called them back and still no contactor. I had to call them every day so far for the past two weeks, same story every time they don't have any contractors in my area.

I live within 30 minutes of a big City. Then some woman called me with kids screaming in the background, dogs barking she sounded groggy and muffled saying that I needed to call her back, and she was from American home shield, or she would cancel my service request that I paid $125. Service fee for. I called American home shield back only to have them say that they had her call to update me that they still do not have a contractor.

I have asked to speak to a manager each time I call them in regard to this matter only to have some person with a really thick accent say they do not have any managers, but they will put me through to the escalation team and have them contact me back, but then they never do. The last time I called 1/27/2024 they told me they would reimburse me, but I had to pay out of pocket and get my own contractor first. I said No, this is why I pay so much for a home warranty package every month and I already paid the $125 service fee for them to get a contractor.

They seem like a scam company, they sure will take your money, but they will not do their part to take care of the things that you pay them for when they break down. They still have not called me with any contractors and no one from the escalation team has even tried to contact me either even though they keep taking my money

I thought I wrote one before but maybe I got confused.

This review site is not the only one place where I can post a bad review. I have posts elsewhere with thousands of views.

I also have social media. American Home shield shouldn't be able to scam people. IO can also report this scam to the attorney generals and the government. This is not over.

If you doubt me, just look at their answers to customers...

almost the same response, not relevant, and very uncaring. They dont care.

Another review site has notified me that my review has 38,000 views and counting. Hopefully I will convince every one to not sign up for this scam. My latest idea was to cancel the 500.00 contract so I could pay for the 600.00 labor.

No, you have to cancel only within 30 days (before you know what you are dealing with) and then they charge a 24.99 administration fee. RUN DONT WALK AWAY FROM THIS COMPANY AND ITS SCAM.

Their web site says they have a BBB rating. They are a scam & they specialize in not paying claims according to many reviews.

I think that realtors must get a huge kickback to have sellers pay for this to buyers. We received the plan free paid by the seller.

If you are a realtor don't offer seller to buy. If you are a seller do not buy. If you are a buyer, take the 500.00 instead.

The company is outsourced to the Philippines which is hard to understand & they only know their "script".

When my daughter moved into her new home, the water heater did not work. AHS set up a service call & I was charged 100.00 for a diagnostic service call.

I have had warranties on many appliances with Lowes, allstate, asurion. Etc. Zero money out of my pocket & they have replaced 3 dishwashers, 1 dryer, & 1 freezer & one stove top. When I complained about the diagnostic fee they said that would be my only fee & that everything else would be covered.

Then the technician comes out, I am told that it is a factory defect & it is under the manufactures warranty that will only pay for parts but AHS will not pay the 600.00 labor., Contract says will not pay when there is a warranty but there is no parts warranty.

The manufacturer told me that AHS should pay the labor as they have before.

I called AHS back & got an agent who 4 times told me they would pay the labor. I called back 2 weeks later & was told they would not pay, & they would listen to my recorded call for verification. Never heard back. I called twice after that & each time was PROMISED they would take care of this and never heard anything..

I am still fighting this but I really hate this company.

When you look at reviews of them, their reply to everyone is just cut & pasted.

AHS I will save you the trouble "Dear Rox,I understand your frustration & appreciate your feedback.

Please feel free to contact us at (web site of review) so we can talk more about your experience. Sincerely, Julia " Always the same & a lie.

Date of experience: October 27, 2023

_____

I hope this email finds you well, although I must express that my recent experience with American Home Shield has left me thoroughly disappointed and frustrated. After numerous attempts to resolve my concerns, I find it necessary to bring this matter to your attention in the hope of a fair and reasonable resolution.

I have been a loyal customer of American Home Shield for a considerable period, and I have always valued the assurance your services provided.

However, the recent events have left me questioning the integrity of your company's customer service.

Despite countless calls, I finally managed to cancel my policy after persistent efforts. However, the process was marred by an unfortunate discovery - a surprising $127.99 administrative fee for cancellation. It is essential to note that I was well within my grace period to cancel my policy, and this unexpected charge only added insult to injury.

I find it disheartening that a company I trusted would resort to such tactics. The numerous instances of being hung up on and lied to, coupled with the administrative fee, feel like an abuse of power and a betrayal of the trust I placed in American Home Shield.

I am reaching out to you in the hope of a fair resolution to this matter.

I kindly request a thorough review of my case and a removal of the unjust administrative fee. While I appreciate that my policy has been canceled, the financial burden placed upon me is both unreasonable and unfair.

If this issue is not promptly addressed, I feel compelled to escalate my concerns to the Better Business Bureau. Furthermore, I will share my unfortunate experience with everyone I encounter to ensure they think twice before considering American Home Shield.

I believe in fair business practices and transparency, values that seem to be lacking in my recent interactions with American Home Shield.

I sincerely hope that we can resolve this matter amicably and avoid any further escalation.

Thank you for your prompt attention to this matter. I look forward to hearing from you soon.

I try not to give out 1 star reviews but wow!

First time speaking with this company they assured me I was in the right hands since they've been in business for 50+ years. After dealing with them and American Home Shield all I get is the same run around, American Home Shield is trash and they blame Towson Appliance Repair and Towson Appliance repair blames American Home Shield. (the customer service always has no additional solutions and they do not hold their vendors accountable) No one takes accountability for their *** service, and no one is doing anything to make it right.

1 Refrigerator repair, 2 visits, 4 weeks have lapsed and absolutely no resolution. Technician came to fix my fridge, apparently marked the work order as completed when he gave me a paper note telling me that the part ordered was the wrong part and that my fridge was unrepairable. Towson marked the work order as completed instead of letting American Home Shield know that they needed another solution but instead made them believe that the job was done so they can get paid. I called multiple times and was assured that they would make the proper report and nothing has been done.

After many phone calls I still dont have a proper solution and I have no choice but to let others know about my experience.

My microwave ceased functioning, and I submitted a claim through the American Home Shield portal on October 10, 2023. I was assigned to a company called AT Appliances, Inc.

The company sent a technician to my house on October 16, 2023. This meant I did not have a functioning microwave for six days. After the technician's visit, he informed me that he would need to submit his diagnosis to American Home Shield. Once the repair is approved, his company would proceed with fixing my microwave door.

During his visit, he accidentally broke my microwave top cover panel. I reported this to someone at AT Appliance with a picture as proof. I also mentioned it to American Home Shield, and they assured me that AT Appliance would replace it during the repair process.

After a week and numerous phone calls, I managed to secure a new appointment from AT Appliance on October 27, 2023, with the understanding that they would repair my microwave door. To my surprise, when the technician returned on October 27, 2023, all he did was take the microwave door, informing me he needed to bring it to his office for repair.

This meant we did not have a working microwave for 17 days.

After the door was taken for repair, I did not hear back from American Home Shield and AT Appliances, Inc. regarding any status update on when to expect my microwave door back. After many calls and even involving my wife while I was out of the country, I asked her to follow up with them. It was very disappointing, as American Home Shield was providing false information.

Finally, we got a new appointment from AT Appliance to bring back and install the repaired microwave door. The appointment was on November 15, 2023. By that point, we did not have a working microwave for over a month.

After the technician finished installing the microwave door, I noticed numerous scratches and glue on it. It also looked like the door had been dropped, and one screw and cover were missing.

Additionally, the technician did not bring a new cover panel that he broke. So, he used a zip tie to secure the cover panel and told me that we would have to wait for two weeks to get a new one after he talked to American Home Shield.

After the technicians visit, I waited for a week or so and noticed that they had already closed my service with the status that it was completed. From that moment, there were back-and-forth calls with American Home Shield, and they assured me that I should not be worried and that I would get a new microwave door. I called on many occasions, and they fed me the same information, but no actions were really taken to get me a new microwave door or have my door in the same condition it was before it was taken for repair.

Although every time I spoke to American Home Shield customer service, they said not to worry and that they understood my concerns and frustrations, assuring me that they would resolve it and get me a new microwave door.

However, it was all a big lie because I received a letter in the mail on December 13, 2023, stating that my request to get a new microwave door was denied. As of now, I still have the zip tie that the technician used.

My microwave door did not have a zip tie or any scratches before it was taken for repair, so I think its only fair to request a new microwave door or have my microwave door in the same condition it was before it was taken for repair.

I dont think this is too much to ask. With the time wasted on phone calls and back-and-forth, my concerns have not been resolved, and now I am ready to take legal action against both American Home Shield and AT Appliances, Inc.

I called today and asked technician if I could a copy of the details of the three work orders I placed, and yes, I had to pay $107 for each, which is totally ok because they are separate trades. However, all I wanted was a copy of the records notes AHS had pertaining to my work orders, but was told she, Elcerr, could see the notes but could not send them to me.

She referred me to the online account, although, the online account does not include detailed of notes. AHS does not have a problem deducting the payment from my account every month or the service fee at the time a service request is filed, they should be able to provide me a record of whatever I need regarding my properties, yes three of them, what asked for. I dont know why its an issues to obtain notes they can view and Im paying for. BTW, Elcerr indicated she didnt have a manager she could connect me with.

Really, a national company and AHS doesnt have any mangers to assist members with issues.

Im about done with AHS; its becoming a hassle and pain in the butt to deal with the company . The recorded call was with Elcerr @ 0744 on 24 Jan 2024, if you need to verify this information.