American Home Shield is not your friend

I've had AHS for the past five years. I've needed service only once in that time. About two weeks ago my HVAC quit working so I scheduled a service call. It was determined that my compressor was shorted to ground and no longer functioned. Since the service call two things happened. First, the repair company gave me a breakdown of what AHS was willing to cover. I found out that all they were going to cover was the cost of the new compressor part leaving me with approximately $1300 in "uncovered expenses". Second, I reviewed my contract and called AHS for an explanation of the expenses that weren't covered. The "service" representative that I spoke with named Tonya, was very short with me answering my questions. She very much was trying to rush me off of the phone. Her explanation for the uncovered expenses was for me to reference section "I" of my contract which I did and did not find anything that matched my situation. I would have asked her to be more precise about the referenced section but as I said she was in a rush to get me off of the phone. As, to the covered expense I find it not to be a sound business decision to merely patch the immediate problem. This is for several reasons. Replacing the compressor does not guarantee a return of the HVAC to operational status. There are most likely other factors that caused the compressor to fail which will result in more expenses later to both AHS and myself. Additionally, the standard the HVAC is based on is obsolete based on Federal Guidelines due to the Freon it uses which AHS is kind enough to pass the cost on to the homeowner. Replacement of the system which is a more cost effective measure for AHS. It puts in place a system that will be covered by manufacturer warranty for the next ten years. It also more importantly keeps the homeowner happy and paying those premiums without requiring anything from AHS in return for the next ten years. A Pity, that isn't what AHS chose to do. The product advertising sounds nice though. I especially like the average replacement cost and average repair cost on the web page. What it doesn't tell you is that average repair cost is going to be paid a few times while they figure out what the problem is. Each time will cost you a day off of work waiting around for the repair technician. I don't see that factored into their math. Also, don't expect emergency service for after hours or holidays. Slick advertising will only get you so far. People are getting wiser and starting to pay attention to social media, reviews, and word of mouth as their guide to making purchasing decisions. I should have done more due diligence before buying. If I had I would have turned up their sample contract and realized they have "fine printed" their way out of nearly every scenario where they can do the bare minimum or less (cash you out with a value so low you couldn't possible fix your issue). This experience has resulted in the loss of my business. When I am paying more out of pocket then AHS for a repair then I really don't need AHS. I will take that money and put it into a interest bearing account and save for future expenses. I won't pay money for poor service and even worse very poor customer service. For now, I'll eat the cost of a new HVAC system and reduce that cost by the payments I would normally be making to AHS. I will also relate my experiences with AHS wherever appropriate.
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ID
#920364 Review #920364 is a subjective opinion of poster.
Location
Coatesville, Indiana
Product
American Home Shield Air Conditioner Warranty
Reason of review
Poor customer service
Loss
$8120
Preferred solution
Deliver product or service ordered

Too many emails

Even after hitting "unsubscribe" I continued to receive emails. Seven in four days. Even after a phone call where I told the guy. stop emailing me and calling. I'm NOT interested. The emails kept coming. What a *** company. Someone needs to do something to kick this company out of the home warranty business. Isn't there someone a person can complain too? I'm tired of getting all these emails. There was an email address to send a complaint, but it was seventy eight letters and numbers long, how can any one have an email address with seventy eight letter and numbers in it???????????????? If you have this company, drop them now.
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1 comment
#1213770

Depending on your email server, you should be able to check their emails as "spam" or "junk", etc. Then, when you receive new emails from their address your email server should automatically send them to your junk or spam folder. Check out how to do this in your help/support/settings within your email program if you don't see a junk or spam button to click on.

ID
#920004 Review #920004 is a subjective opinion of poster.
Location
Auburn, California
Service
American Home Shield Customer Care
Cons
  • Pressuring emails
  • Constant emailings
Reason of review
harranging emails

Cheap fix

My AC compressor went out and ahs said they would replace the whole unit because they could no longer order parts for mine. After a month and countless hours on the phone with them the contractor finally arrived to put the new unit in. They took the old one out and pulled the new one out of the box. Wrong unit!! I had to wait an additional week for another one. Once they finally put the new one in I realized they had replaced my top of the line Trane unit with a cheaper less efficient Payne unit. Needless to say I am not impressed with this company at all.
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ID
#919836 Review #919836 is a subjective opinion of poster.
Location
Providence Forge, Virginia
Product
American Home Shield Air Conditioner Warranty
Reason of review
Not happy
New Reviewer

AHS is making us wait five days to get our Air Conditioner fixed. Also referred us to a hvac company with really bad reviews.

Update by user Oct 16, 2016

American Home Shield commented they would look into it, never did. I paid twice to have someone come over and fix the airconditioner.

total 10 days with no airconditioner. I had to purchase a wall unit.

Original review posted by user Sep 16, 2016
Our AC was not working, WE finally go someone over to the home the end of the day and he told us the air handler was left open. He slammed it shut and it started working again. Well this keeps happening. We are under warranty to have him come out but he is now tell us it will be four days to come out. AHS said "sorry, he has five days to come out and fix the problem" They do not care that the air conditioner is broken. She told me a supervisor could call me back within 48 hours. 48 hours!!! We have 90s in South Carolina and AHS not only refers out techs that have really BAD REVIEWS but they just do not care out the quality of life. This is what $900 dollars a year buys you!!
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ID
#919721 Review #919721 is a subjective opinion of poster.
Location
Summerville, South Carolina
Cons
  • Customer service told us we had to wait five days
Reason of review
Bad quality

Cant ever get thru sit on phone a hour or more to get service or if have a complaint

call home sheild for ac fix, sent out ecko tec company came out said unit not fixiabel called into home sheild ..approved, three week later cant get the a/c company to come back out to install the new one , delivered unit sitting in yard since week end/ keep saying they r coming no show this was Monday called company again past two weeks cant get it hooked up .Im fed up with them and want you to handel this situation,As tired of calling them everyday and get yes Mrs Evans I will E-mail manager etc.Was suppose to be a epdite order as i have ashmia and have had to at some point stay in hotel and buy a window unit to a two floor 4 bedroom home...Which weather been in 90 "s heat factor 100 . I"m just over this and very on happy with this company more so the company they r using The phone number is 202 785 **** in Washington dc.Cant even get their manager to call me to talk too...Pleas call me too at 301 439 **** Mrs Evans
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ID
#918980 Review #918980 is a subjective opinion of poster.
Location
College Park, Maryland
Reason of review
Bad quality
I am cancelling my contract with this money hungry company. If you have any air conditioning problems or gas problems they will not help you. You will still be financially obligated to repair those items. The technician from Myers will come to your home stay fôr...
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1 comment
#1213088

They tried to do that to me. Said my freon was empty and left within three minutes.

A friend had told me there was *** in the line and the compressor was bad. I refused to pay the $75 and kicked the guy off my property. Called for a second opinion and was told no. Told the rep I would file suit for breach of contract and Walla second opinion verified whole in the line and a bad compressor.

I'm canceling my plan when it expires next month. They can kiss my ***

ID
#918503 Review #918503 is a subjective opinion of poster.
Location
Montgomery, Alabama
Reason of review
Poor customer service

Non-Covered Costs

Most repair companies that are contracted with American Home Shield are under what is called Price Guidelines. These are agreed upon rates between the technicians and AHS for repairs that need to be made. The companies are penalized if they go over a certain dollar amount per month on repairs. So they have to keep their costs down. Guess where they make up the difference? On non-covered items. The repair companies drastically increase of the non-covered items to make up the difference in pricing. Something that might costs $45 retail(for example a float switch on an air conditioner) which is not covered a lot of times, the tech charges up to $250 for the float to us, the customer.
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ID
#918271 Review #918271 is a subjective opinion of poster.
Reason of review
Pricing issue

American Home Shield - Customer Care Review from Plano, Texas

After paying premiums to AHS for years, I finally had to file a claim. My pool heater which was installed exactly as specified in the owners manual, failed after 10 years. AHS sent a pool company "technician" who was actually just a kid. After 5 minutes he said we weren't maintaining our pool properly. I told we have a pool maintenance company who has serviced our pool weekly since it was built and told him we have the records. He then said one section of the gas line by the meter was too small so AHS wasn't paying. He then tried to sell us a heater. I called his office and the owner refused to take the call. The person answering the phone hung up on me. I called back and asked for their address and they refused to give it. I called AHS and their service and attitude was even worse!! I was passed from person to person and left on hold each time for up to 30 minutes. For a second opinion I would have to have them pick a second company and pay another 75.00 service fee. I can't believe this company is legal!! Thousands and thousands of similar complaints on line.
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1 comment
#1212168

They are members of BBB. Call them up.

ID
#917518 Review #917518 is a subjective opinion of poster.
Location
Plano, Texas
Service
American Home Shield Customer Care
Reason of review
Poor customer service
New Reviewer

Too big for their bridges

This company is the worst. You would think I would wait until I don't have them anymore until I reported them. Well , I don't see how it could get any worse... STAY AWAY if you value your time and your money. 15 years ago they were great. now? Unbelievably bad. I have just spent 85 minutes on the phone trying to find out why I have been with out an air conditioner at my house when it is 95 degrees outside and its the hottest time of the year. They can say who's at fault, but they just told me what the said 10 days ago.." The contractor will contact you for repair" but they want to make sure that I know I will have to pay for the FREON.
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ID
#917252 Review #917252 is a subjective opinion of poster.
Location
Orlando, Florida
Service
American Home Shield Customer Care
Reason of review
almost all of the above
Loss
$500
American Home Shield - Customer Care Review from Katy, Texas
WORST COMPANY EVER!!!!!!! We have had to call them 5 times on the same prpblem. All they do is Band-Aid fix the problem, charge you your monthly fee+the service call fee. They just take and don't approve to have it fixed right!!! All of the ppl they send out even say...
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ID
#916778 Review #916778 is a subjective opinion of poster.
Location
Katy, Texas
Service
American Home Shield Customer Care
Reason of review
Problems with payment

Not good customer service, place service call last weekend. A/C still not fixed. Very hard to get info from AHS, once you get them, they hang up on you. They get your call back number and they don't call you back. Still A/C is broke. Get AHS on phone they tell me my...
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1 comment
#1210504

Having same issues in North Carolina a.c. not fixed after 2 weeks I have ask for different contractor they refuse

ID
#915718 Review #915718 is a subjective opinion of poster.
Location
Saginaw, Texas
Cons
  • Unethical practices
Reason of review
Poor customer service
Preferred solution
I want to know the cost of the repair that AHS is paying.

AHS only increases repair costs.

AHS costs more than it provides. We had a bad experience last year but I was willing to give them a 2nd chance. This year our HVAC compressor went out amidst 95 degree temperatures. My home is 90 degrees every day with fans going. I called AHS, their affiliate technician took 3 days to come out and assess the problem, despite my request for expediency. The technician confirmed the broken compressor and said someone would be in touch within 24 hours regarding our options. I called a company of our own choosing for a 2nd opinion and was told the cost to fix the compressor would be $2000. 4 DAYS later I finally called AHS again and was told the affiliate company had ordered our parts but our out of pocket costs would be over $1200. Mind you, I've already paid over $700 to AHS for the home warranty and now I'm told it's only worth $800 in fixative value and I'll have to come up with the other $1200 myself. SO I'm $100 ahead, right? Wrong. I've also spent approximately 8 hours on hold or on the phone talking with agents to get an answer. Here I am 2 weeks later still without air conditioning. I finally decided to just get it replaced myself rather than a "patch job fix" so I called AHS to get a cashout payment instead. Guess how much? Only $600 for a cashout option. American Home Shield rips off their customers. The cost for a home warranty with them has only increased my overall cost. Don't be sucked in by their promised of "we've got you covered" - they don't.
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ID
#915487 Review #915487 is a subjective opinion of poster.
Location
Nashville, Tennessee
Product
American Home Shield Home Warranty
Reason of review
Pricing issue

Add another one to the list

Waiting over 2 months to have our dishwasher repaired. They've sent out 2 worthless appliance companies who won't show up for the scheduled appointments. Trying to get American Home Shield to replace it.........getting nowhere. We will not be renewing our contract with them and I've filed a complaint with the BBB. It's a racket. Don't waste your time or money with them because when you truly need them, they will not have your back. We have called at least 7 times with a representative of American Home Shield who promises to call us back with an update only to never hear anything at all from them.
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ID
#915257 Review #915257 is a subjective opinion of poster.
Location
Milton, Washington
Service
American Home Shield Customer Care
Reason of review
Poor customer service
Loss
$1000
Preferred solution
Full refund

A/C and Plumbing Contractor Sucks

Our local contractor SUCKS! In the past 7 years we've had two water heaters go out and multiple problems with our central a/c. Each time the same contractor is called. Each time we are without water/air for more than 48 hours. This time the technician was scheduled to arrive between 8 and 12 (36 hours after scheduling the service). The service provider called to tell me he had a personal emergency at 9... so now it's 2 o'clock and we still haven't heard back from them. I understand it's mild today and they may not think our a/c being down is an emergency but do they seriously only have one technician that can come service our a/c? I hope our A/C gets replaced so we can just cancel our contract with AHS. It's not worth the hassle we put up with each time.
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ID
#915134 Review #915134 is a subjective opinion of poster.
Location
Montgomery, Alabama
Service
American Home Shield Customer Care
Reason of review
Poor customer service

Worst Home Warrant Company Ever

When I purchased my warranty from AHS, I paid in full. I have put in one service call to the company about my built in microwave, had a technician come to my home to ascertain the problem (he was at my home all of 20 minutes), left and the next thing I know AHS tells me the microwave has to be replaced. They send a new (150+) microwave to my home and now they won't assign the installation to a vendor that will not force me to take time off work so they can come to my home to install the thing. Mind you, I never wanted a new microwave. I went online to find out how to fix my old microwave and all that's required is the purchase and installation of a $30.00 part. I called AHS to ask for the name and number of an appliance installation vendor that will send someone to my home at least later in the day - instead of first thing in the morning - to install the microwave, their response, "Well the current vendor assigned to handle your install has service hours within our time frame." This is my one and only service request I have made with AHS and they are the most selfish, lazy home warranty company I've ever had to deal with. The appliance installation company (Appliance Avenue) and AHS have absolutely no regard for the fact that not everyone can *** of work and wait 2 to 4 hours for them to do what I have paid money to have done. I have never heard of a company that thinks it's okay to force customers to *** of work. I even asked Appliance Avenue if they could at least have the installer come in the afternoon and essentially, I was told, "No". Okay, I no longer wonder why I never heard of Appliance Avenue until AHS assigned them to install a new microwave I never wanted in the first place.
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ID
#914971 Review #914971 is a subjective opinion of poster.
Location
Bowie, Maryland
Service
Appliance Avenue Microwave Oven Repair
Reason of review
Poor customer service
Preferred solution
Full refund