Janeisha Kjy
map-marker Memphis, Tennessee

Would not recommend

Bottom Line…AC condenser coil went out. Contacted AHS and they sent out an individual from Greenway, who I would not recommend for anything, just read the customer reviews.

Confirmed the coil was the issue. I opted to replace the entire AC unit with a different company and chose to do a cash out. Spent $8000 on a new unit out of pocket. Took over 7 weeks for Green Way to send paperwork to AHS.

Finally received a call yesterday regarding cash out option which I informed AHS of over 6 weeks ago. Received several call regarding the coil which I told them I replaced the entire unit. The repair was estimated at almost $2000 dollars, I’m receiving $450 from AHS. The money I’ve paid them over the past three years I could have saved and been better off paying for my own repairs which I did.

I’ve never spoken to anyone for AHS before waiting at least an hour on the phone. Don’t know how companies like this are allowed to operate.

AHS if you have any issues with this review please feel free to contact me at clwoods68@***.com. I will echo the same sentiment….your company sucks and I will let everyone I come in contact with know.

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Loss:
$1500
Cons:
  • False represntation of a home warrenty company
Reason of review:
Problems with payment
1 comment
Guest

Perfect example of how any home warranty company operates. They would have paid Greenway $450 for a $2000 repair (in which case, Greenway would have lost over $1500, because Greenway would not be able to bill AHS more than $200, even though AHS would allow them to charge $450, still losing money at that price, in order to remain the #1 AHS service provider in the entire market).

At least, you did the smart thing and cash out, however small the amount or length of time it took to receive your check, instead of living like a refugee for months. Frankly, it gets old, reading all the complaints of health problems, asthma, pregnancy, children, etc.

and how the warranty company is evil when the customers are just plain irresponsible. If they choose to pursue a warranty repair that puts their health in jeopardy, then they value money over everything else including sanity.

Anonymous

Don't Waste you Money

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If you think a home warranty is a good deal, don't use American Home Shield. They are so quick to answer the phone and have good customer service when you sign up but if you EVER have a problem or issue you will NEVER get to a live person to discuss. I was unhappy with a contractor they sent out for our A/C and there is absolutely NO WAY to discuss the issue. I did have one employee call me after the contractor spoke with them and they left a message on my phone. If you think for one minute you can call them back to discuss, think again. It is done! So of course, I canceled.
View full review
Cons:
  • Customer service
Reason of review:
Poor customer service
Angelyne Zdy

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

American Home Shield TWO HOURS ON HOLD

American Home Shield: Yesterday I was on hold for two hours, depleted two batteries while waiting. I had requested services for our furnace. AHS assigned it to a company that had a 6 day appointment as their earliest. I called AHS and stayed on the line for 2 hours to report the 6 day appointment was not acceptable. A nice person finally came on the line and found another service provider. They were suppose to call to schedule a better appointment. I've not heard from this second company and have called them several times this morning having to leave messages. I'm now on hold with AHS again with a 30 minute hold time. As the person above stated, it's time to find another company. AHS has let their clients down by having inadequate phone support, long wait times and obviously poor relations with those whom they contract for services. Is my call that important it gets hours of being on hold? I will be posting a similar comment on YELP regarding AHS. I recommend anyone who is using or seeking a similar service to avoid AHS.
View full review
Loss:
$155
Cons:
  • Thirty minute to two hours waiting for customer service
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

Anonymous
map-marker Lake Hamilton, Arkansas

Useless.

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My experience with American Home Shield. Up until this point I generally have not had any substantial complaints about this home warranty company. However, on Saturday around 1900 we smelled a burning smell coming from the garage, then the smoke detectors started going off. I called the fire department and it turns out our circuit breaker box burned up and we lost power to the entire house. Being that it is mid 90s in Virginia and we have little six month old Ryan to take care of, we needed power restored as soon as possible. I called AHS and was on hold for an hour. A representative finally picked up and said that due to not having power it was an expedited request and a contractor would be out there that night. Liz has to take Ryan up to his grandparents house due to the fact it's nearly 90 degrees inside our house. I get a text saying the contractor, Butler electrical, would be calling me soon. Midnight rolls around and I have heard nothing. I call Butler, supposedly a 24 hour emergency electrician, and get voicemail. I try several times and get no response. At this point I call AHS again and am on hold for 90 minutes. I have to sit in my car with it running because my phone battery was dying at this point. Someone finally connects and said she would try to contact the company. She gets back on the line and assures me they would be out in the morning and if they aren't there by 8 to call back. 8 rolls around with no contractor. I call back and this time only have a ten minute hold. After arguing with the representative I convince them to let me find my own contractor. I use Michael & Son Services Richmond, who promptly responds. He examines the breaker box and finds that the entire unit needs to be replaced and several other tasks need to be completed to bring the electrical system up to code. AHS requires a breakdown of the job from the contractor before they approve it. I called them and again sat on hold for 45 minutes. The representative who answered said I did not have authorization to use an outside contractor. After correcting her she digs through the notes for ten minutes and finally finds the annotation. At this point the technician gives her the breakdown of the cost, which was over 3 grand. She began arguing with him about why he couldn't just fix the existing breaker. When he explained that was impossible due to that type and brand of box being out of production for 25 YEARS and of course the fact that THE BOX CAUGHT ON FIRE AND BURNED UP she finally said she understood but couldn't authorize the dollar amount and it would require a supervisor. She said that there were none in the building and I would have to wait until the next day. At this point it's 1pm on Sunday. I ask to leave a voicemail for a supervisor who was supposedly coming in at 3pm and did so, and I still haven't received a call back. I called the main line again and after another long wait finally told the woman on the phone I needed power and was going to have Michael and Son start the job. She said that was fine but the dollar amount exceeded their expectations and they may not cover the difference between their standard job rate and what Michael and Son was charging. I told her I could figure that out later but needed electricity so I wanted to get it done. She said I was good to go so he completed the job. I tried calling back that night to get the job paid for and was told that no one was there that could authorize it. I again asked to speak to a supervisor and my number was taken down. Still to the minute I am writing this have not received a call. Fast forward to yesterday, Monday. I call around noon on my lunch break. I am on hold an hour and twenty minutes before someone answers. I asked to be transferred to the authorization department and she told me no. She said that because I was not disputing a rejection I couldn't talk to them. When I informed her that the department itself had asked me to call them back she just said she wasn't going to transfer me. At this point my patience is gone. I tried one more time explaining what was happening and she tried to dismiss me by saying that since the work was completed that they wouldn't pay anything out DESPITE THE FACT THE REP FROM THE AUTHORIZATION DEPARTMENT SAID I WAS GOOD TO GO. I tried explaining my frustration and she tried to get me off the phone. I asked to speak with her supervisor and I was placed on hold again. After another 30 minutes elapsed, brining my total call time to two hours and five minutes, she came back on and said something I couldn't believe I was hearing. If you're still reading this sit down it's going to blow you away. This insufferable representative from this god forsaken company told me that I had reached the maximum time I was allowed to be on hold and a supervisor would call me back. Click. Here I sit, 20 hours after that most recent call. I tried calling back last night and was on hold for an hour before giving up. The practices by American Home Shield are disgusting, dirty, and outright fraud. We purchased the warranty for peace of mind but if left to their devices I STILL wouldn't have power. Check the BBB site and see that I'm far from the only person with these issues. If you are considering using them, please find another company.
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Reason of review:
Order processing issue
Anonymous
map-marker Aylett, Virginia

The worst ever

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Long wait time on the phone. I have been trying to cancel my account since the first week of December; today is January 06 and my account is still active. They don't keep their word. Called AHS once in the past 3 years for a service request and the service was never provided. Very rude customer service representatives...
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Reason of review:
Return, Exchange or Cancellation Policy
Anonymous

The repair cost is more for ME than AHS

December 18th 2017. AHS's authorized contractor for my heat pump contacted me with the approval to repair my unit.

However my cost would be $115.00 per pound for the R-22 refrigerant. AHS stated that they would pay the first $10.00 per pound . The repair required pounds of the R-22. Previously there had been a repair on the unit that required for a contractor to replace the reversing valve.

My only cost was the deductible in my contract.

Apparently "THE NEW CONTRACT" that I never received had a change to the different types of copays to the homeowner. I've already got a new warranty with a different company that will be in effect before the one that I have with AHS expires.

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Reason of review:
Problems with payment
2 comments
Guest

I’ve had this warranty for a few years and it’s always said $10 per pound of refrigerant.

Guest

Good luck with canceling your AHS service/contract. It's almost impossible. Now you'll have two home warranties probably.

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Cailie Ojn

Heating service

Awaiting supervisor contact and approval changing service vendor for immediate servicing.
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Willoughby Mpm

Ripped off

An issue clearly covered by my contract has cost me $2400 SO FAR plus a $100 deductible. Now AHS is telling me the problem is not covered. It is. The contractor who came to my house read my contract and also told them it should be covered. Stay away from this company. They'll screw you too. An electrical issue in my furnace caused some wires to melt, creating a slew of issues with the furnace. AHS told me it was a 'fire' issue so it's not covered. I, and the contractor, explained that is was an electrical issue, which is covered. Do not use this company.
View full review
Loss:
$2500
Cons:
  • Commitment to contract terms
  • No communication from supervisor
  • Horrible customer service and business practices
Reason of review:
Warranty issue

Preferred solution: Full refund

Stephenia Tnw
map-marker Memphis, Tennessee

Incredulous Customer Service

Bottom Line. I'm a 64 year old senior on disability, who has been without Air Conditioning, IN FLORIDA since mid JULY!

Tomorrow is October 25th!!! ...and the seasons first cold front will cool things down before American Home Shield does! The policy was sold to me by the realtor who handled the purchase of my condo back in 2015. It seemed like a reasonable idea at the time.

However, when my 18 year old AC unit finally quit almost 2 years later, It took American Home Shield more than 2 weeks just to approve the replacement. Then the nightmare started... To begin with, the AHS approved installer, AAA All Brands Appliance, claimed that the only 'AHS approved' replacement air handler wouldn't fit the ceiling space provided in my home, (without even measuring it), and then claimed the installation of that oversized unit would require dry wall work that wasn't covered by my policy, not to mention an additional $350 for a county approved hurricane stand, that was already installed on my roof! In fact, the exact replacement air handler (First Company 24HX5) is both plentiful and locally available.

At one point, I even offered to buy the correct air handler! The installer, AAA All Brands Appliance finally agreed the AHS approved air handler 'might' fit. And during the 2nd week of August (a full month into the ordeal), AHS tried to get me to accept a buyout offer, which was half of what it would cost me to hire the lowest priced legitimate reliable contractor to replace my AC...and to provide THEM with a receipt of the finished job! It sounded sinister to me!

I refused that option, and requested they complete the A/C installation as promised. At one point AHS tried to deny my claim altogether, but backed down when Florida Power and Light proved no record of a disqualifying 'power surge' when the failure happened. Since then, I've had repeated installation appointments. And repeated phone calls.

AAA All Brands doesn't call back or show up when promised. Calls to the company go nowhere even at the supervisory level. Since the power came back on after Hurricane Irma in September...All I keep getting are empty promises. July to October is an unreasonably long time to wait for A/C in Florida.

Just to try and deny an insurance claim? It's inexcusable!

View full review
Cons:
  • Leaving me out of service for an unknown amount of time
Reason of review:
Poor customer service

Preferred solution: Wire CMI A/C and Electrical (561-844-1004) $3288. Cancel my policy and refund my premiums.

1 comment
Guest

On November 1, 2017 American Home Shield informed me that the air handler needed to replace my AC system would require an additional 16-18 weeks to acquire the necessary parts to replace my AC system, in spite of repeated promises by AAA All Brands Appliance never materialized. I finally had no choice but to find a reputable service contractor, and reluctantly accepted the AHS 'buy out' option that was $1,000 less than the actual cost to replace my AC system.

My chosen contractor had the necessary replacement parts in stock, and will replace my A/C system, tomorrow, November 7th, 2017.

While this issue is now officially 'resolved', I remain totally dissatisfied with AHS, and would advise anyone that the American Home Shield warranty is not worth the paper it is written on. AHS refused to return my premiums paid to date.

Siraj Hxe
map-marker Memphis, Tennessee

Very unsatisfactory

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My microwave quit heating. I called AHS and they sent out company pretty quickly, he checked door switches and said they were fine and then diagnosed the control switch the culprit. After 3.5 weeks said company came to my house at 7:30 pm to put part on and it still doesn't work. A month later now he's saying the door switch which he checked first is now bad, can't give me a ETA on part, and AHS is saying there's nothing they can do until part comes in and tech installs it. Maybe another week, or two, who knows, needless to say I've paid another monthly payment and deductible. I asked for a new one and was told they could cash me out. Very,very disappointed and unhappy. I have a lot of friends who has them and their not going to be happy when I tell them....
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Reason of review:
Order processing issue
Resolved
Toniann Ifb

Resolved: BEWARE THIS IS NO LONGER AHS!!!!!

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Updated by user Sep 02, 2017

AHS took care of everything!

Updated by user Sep 02, 2017

ALL issues resolved. AHS could not have been more helpful! I got bad information from the techs.

Original review Sep 02, 2017
I called in for my stove, washer, and A/C -- NOTHING has been repaired!!!!!! I've been told that I have to log the problems and maybe then they can be repaired.

New ownership????? This used to be a great company and now they are worthless!!!!! I'm in a home with 95 degrees and not one call from the people who are supposed to respond!!!!! I've now searched on my own and hoping that the person I finally contacted will show up.

So this site wants 100 words? 100 words...100 words 100 words...100 words100 words...100 words100 words...100 words100 words...100 words100 words...100 wordsv100 words...100 words100 words...100 words100 words...100 words
View full review
Loss:
$1000
Reason of review:
Bad quality
1 comment
Guest

I had American Home Shield warranty service for over a year. I had problems with my furnace which is with oil not gas.

So I called AHS and the guys had to come out a few times because the furnace would not run on a consistent basis without shutting down. So obviously there was no heat in the house when it was needed. So I called AHS and they sent out 2 or 3 different companies. It was only the 3rd and last guy who told me what the real problem was and that was I needed a new motor.

So I paid at that time $125.00 for each company that came out and back then you could pay cash when they arrived. Now you have to pay in advance before one comes out to your home with a credit card and the cost has now gone up from $125 to $135. So just recently I had to call again because now my hot water heater was giving me problems. So I called AHS and this time like I said $135.00 in advance with a credit card.

I called them early on a Monday morning in the am but was able to use the automated system. I heard from AHS with a live person may 24 to 48 hours later but they didn't send anyone over until Thursday, 3 days later. I kept calling and calling and was on hold an average of 45 minutes to an hour each time I called. And I mean I called numerous times all throughout the day each day I did call.

Now being I used them in the past you would think they would have my records on file and know that I have an oil furnace and I reiterated this when I first used them for service. But what did they do this time, they sent me out a guy from a company who doesn't service furnaces or hot water heaters that run with oil. Hello!!!! I never told AHS I converted over to gas so why would they send someone over who doesn't service furnaces or hot water heater that runs by oil.

This should have been in their records. But no the guy came by and only stayed 3 minutes to say I don't service this and left. So I called AHS to complain and they had the nerve to tell me that they would send out another guy but I will have to pay another $135.00. My argument was why?

Because you sent out a company that doesn't service oil burners or hot water heaters run by oil. It's not my fault they sent out the wrong guy but yet they want me to pay again for their mistake and then also pay whatever the cost is for repairs. I did the math and realized I am paying these people to rip me off. At $69.51 a month I am giving them $834.12 a year plus $135.00 each time one comes out and then whatever the cost of the repair.

The *** with that. I cancelled my membership and just decided to hire a good handyman which I did call after this madness and he fixed my hot water heater in 20 minutes at a great cost actually the same cost for AHS just to have someone come out which is $135.00.

The money I give AHS every month, I can just save that just in case I need to buy a new appliance or something. All of can say is BUYER BE AWARE of AHS.

Alexzander Lhh

I had hard x getting to speak with ahs warranty

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It happened over a period of 3 days...after this encounter of being able to record...i was able to speak with a rep
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Reason of review:
Poor customer service
Francisco Dlp

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

Ripped off

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I called in a repair order. And no on ever came to my house they called once left a message to call them back. And next thing I know you are charging me for a repair that was never fixed. The after waiting for an hour and 20 min on the phone your rep Ashley was no help and I was again told that I have to pay another fee for them to send put another company to fix my heater. I never again will allow airtight heating and COOLING in my home as you sent them before to fix my air conditioning which wasn't fixed and now they don't even come to my house but yet I'm charged and I have to pay another company. What kind of business are you running
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Reason of review:
Poor customer service
Martha Fsj

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

Awful. So far. Ugh

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You have a minimum of 30 minute wait each time you call. The sellers of our home bought the spa coverage package and so we thought that our hot tub would be covered. We were wrong. Portable hot tubs ARE NOT COVERED!
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Reason of review:
Not as described/ advertised
Leanore Sov

In hold indefinitely

Dishwasher not working. For three weeks
View full review
Reason of review:
Poor customer service
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