Horrible!!!!!!!!!!!!!!!!

We have had so many issues with this company, you can't reach anyone without experiencing very long hold times, the service people they send are rude, and usually can't fix the problem. We were without a washer for over 6 weeks due to this company's negligence, and incurred large bills from the dry cleaner in the meantime. Lastly, I approved 12 month billing and they charged my debit card the full annual amount without my authorization, now I am waiting up 7-10 business days for the money to be transferred back into my checking account. I called to discuss and was left on hold for over 40 minutes. Hopefully this review with save others time, frustration and wasted money.
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ID
#924247 Review #924247 is a subjective opinion of poster.
Location
Los Angeles, California
Reason of review
Poor customer service

American Home Shield - Customer Care Review from Cupertino, California

Horrible customer service. I have been working to get my stove top fixed for 3-months. No success, when I try to get it replaced they don't reapond. Have been on several calls for >30 mins waiting for an agent. I am writing this while waiting (current 1hr, 26min). Management clearly does not care if customers are serviced or not, they either are playing games and/or just do not provide adequate resources to service the accounts they are making money from. There should be significant actions take against the management of such poorly run companies!
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ID
#923941 Review #923941 is a subjective opinion of poster.
Location
Cupertino, California
Service
American Home Shield Customer Care
Reason of review
Poor customer service
have been a loyal customer of American Home Shields for six years. My AC stopped working three weeks ago. The first time I waited over 26 minutes to talk to someone. The agent said someone will come out to check the problem within 24 hours. The AC repair man from All...
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4 comments
#1511107

terrible customer service! DO NOT waste your money and time with this cheating people, not only with this one but wit non of warranty companies.

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ID
#923795 Review #923795 is a subjective opinion of poster.
Location
Dallas, Texas
Pros
  • Easy payment
Cons
  • Lack of responsibility
  • Lack of availability
  • Lack of availability of staff
Reason of review
Warranty issue
Loss
$3500
Preferred solution
Deliver product or service ordered

Microwave

I have a microwave that the door is nor working properly and has a crack on the door frame so I call for service and see it will cover the door they send a tech he look at it and say nooo they wont cover it for excessive use and ask for 75$ I think the costumer service should have say save you're money and go buy another one we don't warranty the door do to excessive use or force . so now I have to buy another microwave and pay for the service call and halve a day lost at work and the 75$ plus 54$ for the" warranty" I cud have a new microwave . they offer a second opinion but if tech says the same thing ill have to pay another 75$ out of my pocket . I try to cancel my policy but they transfer me to another person and 15 minutes on hold then they drop the call . soooo maddd
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ID
#923700 Review #923700 is a subjective opinion of poster.
Location
Memphis, Tennessee
Reason of review
Warranty issue

Long wait times

I used AHS' automated system two days ago to request service on my washing machine. They sent an email saying they had assigned it to a provider and I should be expecting a call. After two days and no phone call from the vendor, I called the vendor. They said they never received the request from AHS. I just spent another 1 hour and 33 minutes on hold trying to resolve the issue. Now AHS says they are contacting another vendor and I should hear from someone in a day or two. I'm going to begin researching a different home warranty provider.
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ID
#923365 Review #923365 is a subjective opinion of poster.
Location
Hillsboro, Oregon
Service
American Home Shield Customer Care
Reason of review
Poor customer service

American Home Shield - Home Warranty Review from Washington, District Of Columbia

The worst excuse fir a business. I requested my dishwasher and refrigerator be services and the first company (GE) never even called to schedule apportionment and never returned my voice message I left several times. AHS finally assigned another company (Family First) and they stated were #1. Well it took over a month to get them on the phone and Inly time they answer the phone is when I called AHS to complain. They had to 3 way call them to set the appointment, then had to call them over another two week period to correct the service AHS and Family First kept making. I calle more than 20 times and customer service kept giving me the run around asssuring me they were getting my order correct over a four month period. After Pamela and Regina Supervisor in the escalation department assured me all the parts that FF said would be in ten days buy took four months were in ready to be installed. Family First showed up with not all ofvthe parts as they stated they had and when i call AHS to report it and complain I was told Pamela said she and Regina would call me right back but never heard from them again, knowing my refrigerator was still missing parts. Pamela also told me the week before, mam Im going to give them until Friday to get all your parts and if they dont have them, because this had been way too long; Im going to replace your refrigerator and they dont want me to do that. She lied not only did FF not have the parts on Friday, Pamela did not call me like she said she was and I did not hear back from her until i call her supervisor Regina the next Monday and then they tried to act like they didnt remember promising to replace the refrigerator if the parts I had been waiting on for 4 months weren't in. They both lied and AHS has been the worst customer service Ive ever seen and the knowing contract out to vendors even worse than they are. Second issue then happens and my washing machine stops working call schedule an appointment confirm time and date the day before the appointment, annnnnd Sears doesnt show up for the 10-2 appointment and when I call AHS at 210 they tell me we just called them and they said they are running behind and my be there in about 2 hours...WTH....did i really need you to call them to tell me they running behing when the appt was 10-2, and i called you aftet 2. Smdh.. I asked so why didnt they call me to tell me they were running behind at any point in the last 4 hours I have been waiting for them.. I requested he have the prior Supervisor and service person contact me about the servicer not showing up and to help reschedule the appointment because the washer is still broken and full of water for a week now. He assured me he would have however now 4 days later no one from Sears or AHS called me and when i called to ask why and complain the customer service person was rude would not transfer me to the department I know i needed and then got smart and said well i see you cancelled the appt for the Washer, at that point I wad livid, and told clearly AHS lied again by choice lied on me and didn't document the fact the Sears never showed up and i called and reported it, not canceled since clearly I was waiting to be contacted by the escalation department to assist with rescheduling with a company they know would show up. I see why the monthly charge is so low.... and your getting why less than what you pay for......ridiculous you cant trust anyone to just do their job....
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ID
#922944 Review #922944 is a subjective opinion of poster.
Location
Washington, District Of Columbia
Product
American Home Shield Home Warranty
Reason of review
Poor customer service
New Reviewer

Six visits (and counting) to repair a clothes washer; 6 days lost work because of it.

About 2 months ago our clothes washer starting making a loud noise on the spin cycle. We called American Home Shield and put in a service request. On Monday, Sept 26, AHS will send techs out for a SIXTH time to repair this machine - a 12 year old GE top loader. First Visit - independent company comes out. Tech diagnoses problem, says he will order parts, and appointment will be set to make repairs Second Visit - the independent company punted the job to GE. Not sure why. A GE tech came over and did the same diagnostic as the first guy. GE tech said the machine needs a new transmission, drum and other internal parts, and because of the age of the machine it made more sense to replace it. He went out to his truck to call AHS and give the recommendation. An hour later the GE tech comes back into the house and says he couldn't get a hold of AHS. He got so frustrated waiting on hold that he just went ahead and ordered all of the parts. He said they would arrive at my house and he'd come back in a week to do the repair. Third visit - GE tech comes and install the parts that were delivered. Job takes about 2 hours. Washing machine appears to be working well. Fourth Visit - After using the machine less than 3 times, the drum became loose and banged around, making the machine unusable. A GE tech came and tightened a bolt. Repair took a few minutes. Fifth Visit - We noticed rust stains on the newly installed drum. Tech came out and said the drum has a seal loose, and some sort of fluid was coming out. He ordered a new drum and said he would come back in a week to install it. Sixth Visit -- it is scheduled for Sept 26. I will follow up to report how it goes. In summary...... -- I had to *** work on 6 separate days, a half day or more each time. So, lost 3 days of work income. For me, that's worth about $900. -- We haven't had a functional washing machine for most of the past 2 months. We have spent about $200 at the laundromat. -- I have spent about 5 hours on the phone dealing with this. That's not an exaggeration. Most calls to AHS start by being on hold for 30 minutes or more. -- AHS has eaten for the cost of 6 service tech visits and about 6 hours of their on-site time. Plus the costs of all new internal parts for the machine. For a 12 year old washing machine. I tried to call AHS and speak with a supervisor to discuss this. The situation is costing me and AHS a lot of time and money. I got a hold of a supervisor who literally wouldn't do a thing about all this. When I asked to speak to her manager or another person in authority, she said there was no one above her that I could talk to.
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ID
#922838 Review #922838 is a subjective opinion of poster.
Location
Rockville, Maryland
Cons
  • Customer service and quality of work
  • 2 months without a clothes washer despite 6 tech visits
Reason of review
Warranty issue
Loss
$1100
Preferred solution
Let the company propose a solution

American Home Shield : SCAM

American Home Shield claims if they cannot fix it, they'll replace it. This past month has been intolerable as their subcontractor has been here to "repair" a broken dryer 3 times! The dryer is still not working and the subcontracting company gave up! Now they refuse to replace and instead want to start the repair process all over again with another subcontractor! Seriously!? After a month of being without a dryer...not to mention having to schedule time for repair visits...and they want to stall more... No way! Time to cancel contract and find a more "reliable" and "honest" insurer! Shame on them!
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ID
#922435 Review #922435 is a subjective opinion of poster.
Location
Cary, North Carolina
Product
American Home Shield Dryer Warranty
Cons
  • Deny coverage
  • Too long of wait on the phone
Reason of review
Warranty issue

No service guarantee at all, take forever to fix appliance!

Our dryer broke a couple weeks ago. We notified AHS and they sent a repair man to check out the dryer. We paid $75 on the first trip. The man said he needs to order a part and we need to wait another week. Haven't heard anything for one week, we have to call AHS to check status. The repair-man came with the parts and it did not work. Then he needs to order another parts, which is another week. This repeated four times! Can you believe it? Then the repairman agreed it can't be fixed. But AHS decided to send another repair-man and he is going to repeat the same process again. AHS just refused to replace it. So you just live without the appliance for weeks. What a scam! What if the AC or heater breaks, who can't wait months for AC to get repaired? Just cancelled the policy!
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ID
#922389 Review #922389 is a subjective opinion of poster.
Location
Derwood, Maryland
Reason of review
Order processing issue

Feeling conned

I had a year warranty with American Home Shield. I used it twice both times for similar situations. They don't pay to bring your property back to where it was so consequently I have three holes in my ceiling. After a year I continued on a month to month basis and I was robbed in May. The credit card was cancelled due to the robbery. I tried to call and cancel and ended up on hold forever. Consequently, I never got through and just didn't give a new credit card number. They are now trying to say that I owe them for the remainder of the year (even though I was on a month to month). I am currently on hold with them again trying to resolve the issue. I was on hold for 5 minutes waiting for a supervisor and then they hung up on me. I am back in an endless ***.
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ID
#922086 Review #922086 is a subjective opinion of poster.
Location
Austin, Texas
Product
American Home Shield Warranty
Cons
  • Lack of flexibility for a resolution
  • No supervisor available
Reason of review
Return, Exchange or Cancellation Policy
Loss
$171
Preferred solution
Price reduction

Buyer Beware, AHS is a Scam

4 months into a dishwasher repair and it is obvious after having 3 repair companies and 3 technicians come out over 6 visits (all ordered by AHS), that AHS will stop at nothing to try and get out replacing an appliance. I was told by the last tech that the dishwasher was not repairable, but now we are told that we have to have a second opinion from a 4th tech. You are better off putting the money that you would pay to AHS in a savings account each year and pull from that when you need a repair. Terrible customer service, basically nonexistent. They have no intent of providing the services they promise. They just take your money and string you along indefinitely. We have turned this into the BBB.
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ID
#921447 Review #921447 is a subjective opinion of poster.
Location
San Jose, California
Cons
  • 4 monthw without a dishwasher despite 6 tech visits
Reason of review
Poor customer service

Two months without an oven and still waiting!

Our oven quit and AHS sent out Sears to fix it. The tech was great, but the element could not be replaced as they don't make it any more. AHS sent an element to our house and had the Sears tech come back to install it, but it isn't the right one because they don't make the needed part any more. So it didn't work. AHS sent another company out to try to install the part and it still doesn't fit. The tech took the part to try to match it and has never been heard from again, even AHS can't get in touch with him. Over two months now and AHS doesn't seem to know what to do, but we still don't have an oven!
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ID
#921445 Review #921445 is a subjective opinion of poster.
Location
Shreveport, Louisiana
Service
Sears Home Services Oven Repair
Reason of review
Poor customer service
New Reviewer

Had to pay twice for same problem

I have been with this company for at least 8 years and my AC stopped working about 3 weeks ago. I have 2 AC units and of course I wasn't sure which one broke, seemed to be both to me however after the tech came by he said it was the downstairs unit. After suffering for 2 weeks because a part had to be ordered, he fixed the unit, cost me $724, he left without checking the units and then when I came home one hour later and checked the unit, the upstairs unit was not working. Called him right away he came out the next morning and the motor needed to be changed on the 2nd unit. AHS said it was covered but I needed to pay another $100 dollars. I was shocked since both units probably were not working to begin with and I thought it was $100 per service call, however they claimed that only one unit was found to be broken and the guy checked the other unit out of courtesy to me and didn't find anything wrong. I now feel that the amount of money I paid on this warranty over the past couple of years, I could keep my money and just pay for repairs as they arise. Lesson learned, I will be cancelling my home warranty after these repairs are done. Good bye AHS
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ID
#921426 Review #921426 is a subjective opinion of poster.
Location
Woking, England
Cons
  • Long telephone hold times
  • Lack of care or concern i pay you to care
  • Waiting on hold for 35 minutes which is ridiculous
Reason of review
Bad quality
New Reviewer

American Home Shield - Repair Review from Columbus, Ohio

Awful Service. My A/C broke in June and it took a week for an American Home Shield appointment. After $150 later for the coolant my A/C was fixed? Fast-forward to Aug 16 my A/C went down again. This time it took American Home Shield two weeks to get someone out to look at it. Then I had to wait an additional two weeks for the parts to arrive and it cost me $450 out of pocket for stuff not covered under the warranty. Really? Good news is my A/C is fixed just in time for fall. Good thing I didn't need it for the hottest part of the summer, sarcasm. Seriously though, not to worry because I spent $250 for a portable A/C unit. American Home Shield you suck!
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ID
#921190 Review #921190 is a subjective opinion of poster.
Location
Columbus, Ohio
Reason of review
Poor customer service
Every year since 2006 I paid my bills ($4,000) doing what was required of me to maintain my home warranty insurance with AHS. In return, I expected excellent service from a company that promised to protect me. I signed up with AHS because the air conditioning unit was...
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ID
#920368 Review #920368 is a subjective opinion of poster.
Location
Gainesville, Florida
Service
American Home Shield Air Conditioner Replacement
Cons
  • Breach of contract
Reason of review
Not as described/ advertised
Loss
$4320
Preferred solution
Full refund