Anonymous
map-marker Virginia, United States

American Home Shield never fixes anything!!!

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This is my second home and I was given a one year warranty with AHS again. They will have you sitting on the phone for hours and when they finally send someone out to look at your problem, they will come up with every excuse in the world to not fix it. Why bother having a home warranty. Save your money people. These guys are terrible!!! If anything you want fixed is missing a part (even a screw) this is reason enough not to fix it. They had my family sitting in the cold for two weeks after ordering an element for my heating unit. when the part came in they told me they wouldn't install it because the heater was installed wrong. Why not tell me two weeks prior? The ducts on my recent home were brittle and old and the return wasn't working properly. They told me that because the duct was missing a piece they couldn't help me?! They wouldn't replace a broke thermostat because a wire had come undone?! Don't waste your money on a service call because they aren't going to fix it!!!
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Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

Darrly Fri
map-marker Old Hickory, Tennessee

Still no repair or replacement after 4 weeks!

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I am in my 4th week of not having a refrigerator. Three different contractors have come to my home and say my refrigerator cannot be repaired. Two of them told me the last time you sent a repair person out they just put a "band aid" on my refrigerator and that it should have been replaced then! The last contractor told me he could NOT fix it and that I would be getting a new refrigerator. I waited 7 days to hear HOW to get my new one. Each time I call AHS I wait on hold for up to an hour to be told they are still waiting to hear his diagnosis. 7 days go by when the same Contractor calls me to say AHS say they ARE going to repair my refrigerator that he has ordered parts that will take 7 days to come in! I asked him if he was sure he had the correct customer because he told me he couldn't fix it. He said AHS says they can. I then asked him, "okay when the parts come in will you be able to fix it?" He responded, "I have been doing this for 30 years, for you to ask me if I can fix your refrigerator, infuriates me, I refuse to work with you" and Hung UP! So, now, I STILL don't have a refrigerator! I have 3 people telling me they can't do it and one who says he won't do it! I need a manager to call me and tell me why I don't have a replacement already in place, installed? This is very wrong and I don't mind calling all my major TV stations to cover this poor service! My phone number is 615-342-****, the property this home warranty is for is 2305 Devonshire Dr. Old Hickory,TN 37138 I am a single Mother with 2 children in 90 degree weather, waiting to have the quality of service you promised!
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Loss:
$2000
Cons:
  • Still no refrigerator after a month
Reason of review:
Bad quality

Preferred solution: Let the company propose a solution

1 comment
Guest

please share your story on https://www.facebook.com/homewarrantyresources/

Jornae R
map-marker Los Angeles, California

American Home Shield is a SCAM!

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My best friend is a real estate Agent in LA. She offered to buy me my home warranty. She actually said to me, I am buying you this for a one year protection (as she laughed) for you new home. Why are you laughing, I asked? She said because sadly, you would get more out of the money than you will the home warranty. She works in one of the largest firms in LA and said that ALL the agents complain about what a JOKE all Home Warranty companies are. Well, I now know what she was referring too. I have called AHS 4 separate times to come and fix issues. They charge me a $75.00 service fee only to tell me NOTHING is covered! Water heater, guys shows up, says ok I put a part on it works now. He leaves. 1 day later NO hot water. Call AHS sit on hold for 45 minutes, oh okay we will send him back out. Next day no word from AHS or plumbing tech. Call again on hold 30+ minutes Blah, Blah, Blah. Next issue they send a plumber to inspect a leak in my master bath, he find nothing, I call back the next day and say there is water all over the cracks in my tile again. They send the SAME plumbing company "go figure" and once again he says oh its just from the shower pan. Ummmm what? Anyway, he leaves and I still get to pay $75.00! Whooohoooo! But that is nothing compared to the $500.00 deductible that I had to pay farmers for all the water damage that occurred under my sub floor into the crawl space from the LEAK BEHIND THE TOILET THAT THE PLUMBER MISSED TWICE. The warranty company say's oh sorry we can only go by what our technicians tell us!!! Oh!!!!!!! I see. And somehow American Home Shield called to see if I wanted to continue my warranty. UMMMMM YOU'RE KIDDING RIGHT!!! PS: Fidelity has the same *** service. Have not tried Old Republic yet. They need to do the Home Warranty Company field what they did to VPI vet insurance. Make customer service oriented companies ,,, they in turn will create serious competition. And they will HAVE TO CHANGE!!!
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Cons:
  • No emergency action
  • Deceitful business practices
  • Worst of worst
Reason of review:
Bad quality
Anonymous
map-marker Randallstown, Maryland

M.R. Mechanical review:AC unit repair-incomplete & unreasonable

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My AC overheated on June 6 and American Home Shield's vendor M.R. Mechanical came to my home on June 7, 2016 to completed my service diagnosis. According to the tech my AC has a leak in the coil and requires a part to be ordered. I waited 2 weeks in the summer heat with my asthmatic kids to get a phone call from M.R. Mechanical to arrange another service date. A guy name Josh M.(technician) contacted me 30 minutes before arriving to my home. The MR. Mechanical technician (no ID badge or uniform) was annoyed when I begin to asking questions about my AC unit. He responded to my questions in a condescending tone and then told me he needed to call his Manager. He returned to my home irritated and told me that he can only accept cash from me at this point. Since I had so many questions. I told him that I paid my first service charge with my check upon the first visit so I'm not understanding why my check is not acceptable now. He told me he required $ 428 in CASH to fix my unit today. I told him that was unfair and I ask him to leave. He was extremely unprofessional: walking slow to retrieve his stuff, & making rude statements out loud. He was yelling " I'm not rude and you cant make me move any faster."Once I spoke to the manager RON, he told me that people that ask questions always bounce checks. So he don't tolerate people with questions. I immediately call AHS and requested another vendor. PLEASE AVOID THIS COMPANY! THEY ARE INCOMPETENT TECHNICIANS WHO ARE UNPROFESSIONAL, SNEAKY, RUDE, & UNETHICAL.
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Reason of review:
Poor customer service
Anonymous
map-marker Simi Valley, California

4 year customer treated like garbage

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Called to set appointment and explained that our ultra low flush toilets are discharging water every 20-30 minutes or so. They sent out a plumber who wouldn't "replicate" the problem. BS he didn't want to take the time. Now we are being charged a "service fee" when no work was performed. He didn't even fix the leaky sink faucet. Also: 1. Hold times on average one hour for each call made 2. AHS Clueless about how ultra low flush toilets work 3. Phone reps should tell you when you explain the problem that they won't fix it. Been a loyal customer for 4 years at this property, you would think that would account for something. But no, just get rude treatment.
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Cons:
  • Supervisors no help
Reason of review:
Poor customer service
Anonymous
map-marker Irvine, California

Enough after 7 weeks without a water heater! American Home Shield Not doing their Job!

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April 28th made first call for a claim on my broken water heater. May 2nd technician came to take a look and said yes, it is broken and we will need to get you a new one. We will need to come back. get a call from an American Home Shield representative. He told my husband the insurance should cover everything but a piece of wood from the cabinet that was prohibiting them from pulling out the broken water heater. When I got a call from AHS rep, she said that insurance would not cover certain things and that I would have to pay $255 out of pocket in addition to the $75 deductible. Unless I wanted to get a payout. I asked to get me what that amount would be while I get some 2nd opinions. After 8 days I called them back letting them know I had not received anything from them yet, she said they never received any notification about this and she would need to put in the request. I asked how long that would take and she said it depends on how many requests they received. Another 8 days later called again wanting to speak to a manager and they said, that was not possible, the manager would need to call me back and btw, they had not gotten to my request yet. And that was just to get a payout quote. After doing some comparison, I figured it would make more sense to just do it the insurance. They send the techs out a 3rd time. This time the work could not be done because we had not taken that piece of wood down. I said, I thought that the additional $255 I was paying meant they would do that? Nope, we cant do it and will have to leave! Ggrr..... Today it is 6/17 I've called 2 times. First time I was on hold for 18 minutes, and now I have been on hold for 32 minutes, that makes it almost an hour that no one can pick up the phone. Really!!! I never had these issues with First American. Do yourself a favor, save time, energy and your money by not going with American Home Shield.
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Cons:
  • Long wait time to speak to supervisor
  • Wait time on telephone always over 30 minutes
  • Too long of wait on the phone
Reason of review:
Order processing issue
Sebastain Qvv
map-marker Mobile, Alabama

Review in Household Services category from Mobile, Alabama

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We are located in

Mobile, AL. Just had an inexcusable experience with American Home Shield and their contract plumber, K & S.

My wife's condo is being leased by a nice, young couple. They called to say there were multiple plumbing leaks in the master bath, and the guest shower valve was making an intolerable, screaming noise.

We contacted AHS, with whom we have a home warranty contract. They contacted K&S Plumbing, who sent "Bill" to make the repairs. "Bill" ostensibly repaired the leaks, listened to the valve scream, and said he would return in two days with a new valve.

AHS then denied the claim, saying they don't cover noise. We called K&S to have "Bill" explain to AHS that the valve was screaming because it was worn out. K&S stonewalled us, saying it was our problem. We again contacted AHS, and they likewise stonewalled us, repeating that they don't cover noise.

We now called a REAL plumber, Dixon Plumbing, who removed the shower valve cartridge and showed me the heavy erosion of internal parts caused by, most likely, sand particles entrained in the water. They replaced the cartridge and now the valve is quiet.

Incidentally, the leaks supposedly repaired by "Bill" were still leaking, so Dixon took care of them.

WE STRONGLY ADVISE EVERYONE TO AVOID AMERICAN HOME SHIELD AND K&S PLUMBING. Do not do business with either.

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Reason of review:
Warranty issue
Anonymous
map-marker Argyle, Texas

Fake contract

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We had signed a contract with AHS about 5 years ago. We cancelled it 3 years ago after we had a really bad experience when our water heater needed to be replaced. Today I receive a CONTRACT on the mail on my name and my husband's with an account summary of $475.00!!! WE DID NOT REQUEST OR SIGN ANY CONTRACT WITH AHS!! I called them and after about 30 min waiting I explain the problem to a rep and he tells me to hang on...and he cancels the call!!!! I got a "good bye msg". This is plain outrageous. How dishonest!
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Loss:
$475
Cons:
  • Different story each call
  • Not being problem solvers
  • Any thing
Reason of review:
unsolicited contract

Preferred solution: Let the company propose a solution

Anonymous
map-marker Saint Paul, Minnesota

Terrible company

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I have been relocated several times for work and bought numerous houses-and this warranty was always included in the purchase by the seller. Terrible experience every time I had to use the "service". The latest experience is unfolding now-the a/c went out in the house and they can not find a contractor to even call us. I echo the other reviews-booked a service request on line-4 hours no call from a repair company. I waited over 30 minutes on line to be told not to expect them to find a repair company for 48 hours. That is to possibly get a call--not an appointment or repair. They have contracts with specific service companies who obviously put AHS calls at the bottom of the list as they are not receiving as much profit from AHS calls. They are in business because real estate companies partner with them and agents are pressured into selling the contracts with real estate sales. Better to get warranty through the electric or gas providers--lower rates and good service.
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Reason of review:
Poor customer service
Anonymous
map-marker Wichita, Kansas

American Home Shield Home Warranty Review from Wichita, Kansas

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We bought thisd service with our home and wheb we used them 6 times our problem was not fixed. We were told we didnt have a problem 5 of 6 times. I feel These repair professionals who are rude, and scared to diagnose a problem are now making monbey where they used to struggle are company people. You can tell this whenthey call the office before diagnosing and then demand the 75 dollar service call before further discussion and tax the ticket when the cant tax fr a service not rendered and when they duid nothing... Do not buy this insurance people it is a scam it uses repair personell who barely qualify and are rude, the office sucks ands no one will discuss the poor service .ie our microwave did not work right Sears old repair service was dispatched, the tech who was an hour late looked at it said it appears to have power why do you think it is broken, I said it doesn't heat and sparks inside. He says let me test, puts a coffee cup with water in for 2 min and checks its not hot he say lets try a bit longer this is an old unit 6 min later it heats and he tells me there isn't nothing wrong as the old units took a min wanted paid got his money and shipped me a light bulb, our ac makes noise and the vents leak they sent plumber and demanded 75 bucks. I'm getting pissed again so take it what is worth they suck steal and lie. BEWARE
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Loss:
$8000
Cons:
  • Shady business practices in denying coverage
  • Lack of communication between vendor and ahs
  • Callcenter
Reason of review:
Bad quality

Preferred solution: Let the company propose a solution

Venie Pyy

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker San Diego, California

Non existent service

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Updated by user Jul 14, 2016

can someone tell me how they stay in business....still no refrigerator repair going on 2 months

Original review Jun 07, 2016
this is a bogus company. they have a non-working phone number for their corporate headquarters. our refrigerator went out, after one day someone finally called to say they could come on Thursday. when you call the number that does work you are on hold 30 min. there should be a class action lawsuit against this company. based in Memphis but impossible to get the phone number there. how can they stay in business, I have no idea. and if you ask for a manager, mysteriously there is no one available. one time we called they were in a meeting. if I could get a working number other than the one you call for service- I would let them have it.
View full review
Cons:
  • No response and only one repair man callled
  • No emergency action
  • Not honoring the warranty
Reason of review:
Poor customer service
Raymont Fap
map-marker Frisco, Texas

WARNING: American Home Shield is a SHAM. RUN AWAY!!!!

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Updated by user Jun 08, 2016

Example of actual AHS coverage -

AC freon cost $60-$85 per pound. AHS only covers up to $10 per pound so you are stuck paying the difference of $50-$75 per pound.

You can be assured you'll pay closer to $75 per pound because the contractors AHS uses have the highest prices. You could skip all this and pay $60 per pound by avoiding AHS in the first place not to mention the cost of the sham warranty coverage.

Original review Jun 07, 2016
American Home Shield (AHS) is a sham. The warranty only covers a very small percentage of the repair cost and the repair costs are so excessive from their network of contractors that you can get a lower cost repair, with less headache, simply by going direct to a contractor. When you try and talk to someone at AHS, the hold time is always over 10 minutes. You can cancel but they won't issue any refund, even for payments made for future contract terms. That's where a credit card dispute comes in. The company is an absolute sham. Very deceptive, shady business practices, zero customer service. Federal authorities need to investigate and will shut them down.
View full review
Loss:
$650
Cons:
  • Wait time on phone
  • Callcenter
  • Poor customer service
Reason of review:
Not as described/ advertised

Preferred solution: Full refund

Anonymous
map-marker Johns Island, South Carolina

Short Review on June&nbs-04:00;07,&nbs-04:00;2016

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Ten days so far with no hot water, a straight forward water heater replacement has turned into a nightmare, absolutely useless. Then I have some woman quoting the contract to me tell me they're not responsible for the delays and to cancel my contract if I'm not happy. I wish I could reach a million people and tell them how terrible this company is.
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Reason of review:
Poor customer service
Lexis Bxl
map-marker Hanford, California

American Home Shield Air Conditioner Repair Review from Hanford, California

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Our initial service request was put in on 5/12/16. It is now 6/7/16 and we still have no air conditioner in triple digit heat. We feel like an address and a file number instead of a family with a 2 year old child. First company sent out was a no show, second company was "busy" and had to stop their job and restart the whole process again with the now 3rd company. We've been waiting on the phone or speaking to respresentatives for hours over the past few weeks. The wait times are extremely frustrating and have never lasted less than 20 minutes. We feel we are told a different story every time regarding a part and keep getting offered a cash out value instead. It seems they want to wash their hands clean of this situation. We were last told a part was going to take 10-14 days to get here and we are waiting again. It's 102 here today with no sign of the heat letting up. We've held our end of the contract but AHS has failed to do theirs.
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Reason of review:
Order processing issue
Anonymous
map-marker Las Vegas, Nevada

American Home Shield Customer Care Review from Las Vegas, Nevada

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This company is a scam !!! You're put on hold for up to an hour...they use the worst air conditioning contractors...they scam you for buying freon... I have had 5 different contractors in the past 2 years show up at my home...once my ac was damaged so bad Shady contractor that I had to pay $1200 out of pocket to repair it. They finally admitted guilt and reimburse me my $1,200. The customer service is probably the rudest in the industry...my air is still broken after more than 9 service calls nothing has been done. I am canceling them as of today save your money I'll look elsewhere these people are nothing but criminals
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Reason of review:
Poor customer service
1 comment
Guest

Dont purchase the warranty..no air conditioning for over a week in las vegas ..temp 109 degrees...liars..still not fixed..please dont let them into your life

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