AHS has horrible customer service

I bought a home, and this warranty was part of the deal. AHS customer service is horrible. I had to do most of the leg work to find a vendor to repair my fridge. AHS kept scheduling techs to come out, I would have to *** work, and when the tech showed he would announce he didn't work on our brand. This happened 3 times, and then I had to find my own. AHS refused to pay for the vendor I found, until I escalated it - which is no easy task as no one takes calls. You must pay a $75 service fee upon the tech arriving, which I paid. AHS sent me 2 emails saying I failed to pay. I told them the date and check number of the cancelled check each time. Then they mailed me a bill for that same $75. I wasted so much time dealing with them
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ID
#903975 Review #903975 is a subjective opinion of poster.
Location
Franktown, Colorado
Service
American Home Shield Customer Care
Cons
  • Service
Reason of review
Poor customer service
Loss
$3250
Preferred solution
Let the company propose a solution
I have been with AHS for over a year. We've had a couple of little appliance issues that they have had fixed for us. No complaints. 6 weeks ago, our refrigerator went out. We have had 4 repairmen come out. All with a different diagnosis, which requires a different...
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ID
#903839 Review #903839 is a subjective opinion of poster.
Location
Lincolnton, North Carolina
Service
American Home Shield Refrigerator Replacement
Reason of review
Order processing issue

Not to be believed.............

My husband (Howard) and I have been loyal American Home Shield customers for over 30 years. We have made less than 5 claims in those years. We have been at our current home for over 6 years and have paid American Home Shield over $2500. I noticed that our gas hot water heater was leaking on Saturday, Aug 13. I wrapped a towel around the base and told Howard. We weren't worried about internal home damage as the gas hot water heater is located in the garage. Howard called American Home Shield that very day to report the issue. In turn, CNJ Services LLC (plumbers) called us that same day and said they could come out on Monday, Aug 15 but I worked out of town this week and my husband had a business appointment so they came out on Tuesday, Aug 16. Howard was told that we needed a new gas hot water heater and our service fee was $100. The gentleman was at our home less than 10 minutes. American Home Shield called Howard on Wednesday, Aug 17 and said that our portion would be over $620. We were not told what brand the gas hot water heater would be but we previously had a GE 12 year 50 gallon gas hot water heater. GE no long makes gas hot water heaters and we were told it would be replaced with "like or similar". American Home Shield told us that the $620 fee was to bring the gas hot water heater "up to code". We were given a list of installation hardware by CNJ Services that they would need to bring it "up to code" and they were charging us over $620. In actuality, the cost for those items, RETAIL, is less than $100 uninstalled. We feel we are being taken advantage of and a horrible "bait and switch" is being done by American Home Shield and CNJ Services LLC. So............we chose a "cash out" option so we can select our own reputable plumbers. American Home Shield said they would only reimburse us for what they would pay CNJ Services for the gas hot water heater.......and we all know is will be at a GREATLY reduced price!! Further, NO ONE knows what the amount of reimbursement to us will be except for the Claims Dept and they do not accept phone calls. They only work from e-mails and will "get back to you" within 3 - 5 business days. We do not want to make a decision until we know what we will be reimbursed as I just don't want to have to pay more that $620 for a gas hot water heater WHEN I HAVE BEEN PAYING INSURANCE!!!! Just spoke to the Supervisor, Ryland, at American Home Shield. He said he doesn't know what the reimbursement would be. He said the Claims Dept doesn't work on the weekends. He said he can't tell me when they will return our phone call. He said he can't help me. Today is the 6th day my family hasn't had hot water. IF American Home Shield calls us bask on Monday, Aug 22, it will be 9 days my family has been without hot water. IF American Home Shield calls back on Monday and we come to some sort of agreement, the soonest my family will have hot water will be Wednesday, Aug 24. My family will have been without hot water for 11 days............no hot showers, no hot laundry, no hot dish water. Yet, we have paid over $2500 in the last 6 years for "insurance" so this wouldn't happen. Sure doesn't seem like we are getting much of a return for our investment. Ouch, American Home Shield...............I wonder what they would do if this was their family? Would I recommend American Home Shield? Years ago, yes. Now, absolutely not!!!
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ID
#903832 Review #903832 is a subjective opinion of poster.
Location
Los Angeles, California
Product
American Home Shield Home Warranty
Cons
  • Not caring about losing a customer
Reason of review
Problems with payment

Dissatisfied Customer

Poor customer service. Delay in fixing issues. Customer has been without air in this summer heat for almost 2 weeks parts will not be back for another week. Company very cheap and no emergency plan.. Unacceptable. I do not know how they are still in business. DO NOT USE THIS COMPANY. THEY HAVE LOUSY SERVICE!!! Also what is amazing is the fact that they do not follow up in a timely matter. No ETA and no concern for the customer's needs. They certainly don't have any issues with debiting the customer's bank account. BOOTLEG COMPANY IS AN UNDERSTATEMENT. Unfortunately the few good reps there are stuck with a poor company.
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ID
#903617 Review #903617 is a subjective opinion of poster.
Location
Memphis, Tennessee
Service
American Home Shield Customer Care
Reason of review
Poor customer service

AHS in Decline

I've been with AHS for over 20 years and up until last few years service was good. My central air has been out since 8/9/16 ..here in Florida with heat index from 103 to 108 every day and no central air. Had 3 out 4 of their A/C providers that came out tell them the entire unit needs replaced and its been nothing but a stall since. Now AHS is trying to find a different provider to come and examine the AC but AHS can't locate a company yet. So off into another hot weekend of no air or service. I called my attorneys this AM...enough is enough!!!!
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ID
#903567 Review #903567 is a subjective opinion of poster.
Location
Apopka, Florida
Service
American Home Shield Customer Care
Reason of review
Poor customer service
Loss
$7000
Preferred solution
Let the company propose a solution
New Reviewer

American Home Shield - Home Warranty Review from Nacogdoches, Texas

I'm reading these reviews and wondering if it's the difference in the plans people have chosen that is the issue. We have had them going on a year and have had wonderful Experiances. In the beginning the sales person told us a shop was covered (I specifically asked and would have added it) they listened to our recorded calls and notes, and honored I even tho I offered to pay the extra to ensure it was all they time. Very impressed with that. Then a water heater blew shortly after purchase, replaced no issues- then after a storm all the lights in our shop blew, 9 ballast had to be replaced as well as 2 fans that stopped and some outside lights, - no issues. We had some leaks with almost every plumbing component inside- fixed no issues- an AC issue which I'm not sure is actually fixed all the way... But again not their fault it would be the tech that came out- now our washer is out... This has been a pain in the *** but it was a Sears issue not AHS. So it's been a long wait to get it fixed, finally we found today it will be replaced.. Hopefully that goes well.. I'm Not sure how that works- I just pray it has the same size tub and setting as we use them all! I don't foresee a problem with our past experience going so well- and highly recommend them to everyone we know purchasing their homes. Our renewal is due and we fully intend to keep them for as long as we can, it has been 100% worth the investment. With all the negativity, I'm reading while trying to see how the replacement works- I thought they could use a little positivity from a happy customer.
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ID
#903245 Review #903245 is a subjective opinion of poster.
Location
Nacogdoches, Texas
Product
American Home Shield Home Warranty
Reason of review
Poor customer service
New Reviewer

Simple.. BBB complaint for not replacing cooktop even after 3 weeks

Simple.. BBB complaint for not replacing cooktop even after 3 weeks. Call wait time 45 minutes each call. No supervisor available to answer a call or response back even after 48 hours per their policy. Transferring service calls from contractor to contractor as its not enough for them if two contractors says that 10 years old appliance needs to be replaced as they don't make the model and replacement parts anymore. They won't even create an emergency request for one of most important appliance in the house. I made them at least 24 calls within past three weeks, never had to wait lesser than 40 minutes before I can talk to real person.
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ID
#903146 Review #903146 is a subjective opinion of poster.
Location
Metairie, Louisiana
Product
American Home Shield Warranty
Cons
  • Deceptive company
  • Problem not fixed
  • Poor customer service
Reason of review
Poor customer service
Loss
$1000
Preferred solution
Let the company propose a solution

American Home Shield - Repair Review from College Park, Maryland

I've had more than one bad experience. The latest one takes the cake. A heating and Air was dispatched to our home because our unit went down after a storm and the guy that came was not prefessional at all. He complaint about being hot in the attic, he was unfit and when he left he forgot the model of the unit and sent my husband up to the attic to retrieve. Next he put down that he was coming to fix with part and he didn't bother to show up or called. Called AHS but once again I spoke to three unprofessional customer service people. They would offer any feedback nor were they sensitive to us calling for a second contractor. AHS manages to upset us each and every time. The people manning the phones are unprofessional not educated *** I'm leaving them for Sears.
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ID
#903058 Review #903058 is a subjective opinion of poster.
Location
College Park, Maryland
Pros
  • Ability to submit service request
Cons
  • No resolution to issue
  • No call backs
  • Long telephone hold times
Reason of review
Bad quality

American home shield a sham

I had AHS for 5 years before I needed a dryer repaired . They said it was a fuse. Paid 70$ service fee. Fuse blew next day. I replaced fuse twice after that, it kept blowing. Called AHS and came out and said it could not be repaired. They refused to replace dryer as they promise. Reason? Same reason they tell everyone. You didn't do proper maintenance on it. This is their scam to keep from replacing. Cheaper to buy new appliances with a warranty than pay them 4-5 hundred dollars a year. I foolishly paid 2000 dollars total over 5 years. Get my point? Don't fall for this scam.
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2 comments
#1200718

Àmerican home shield had limited plumbers and none available in emergencies. Some unethical workers. Only used plumbers services but never sent in guaranteed time frame.

#1200489

WE ARE PURCHASING A HOME..Do you think a home warranty is necessary? There's a hot water tank in the home and the A/c unit has s warranty.

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ID
#902592 Review #902592 is a subjective opinion of poster.
Location
Beverly Hills, California
Reason of review
Bad quality

AHS is a Money Pit - You'll be sorry!

I had AHS for almost 15 years on my home. I've had numerous experiences like others, contractors not calling, contractors not showing up, incompetent contractors, money grubbing contractors. Seems to be a theme with AHS vendors, only take those who are seriously lacking capital to grow and bilk the snot out of consumers like you and me. The only trade I ever had a good experience with was the dishwasher guy, he knew his business, did the job, the dishwasher worked and life went on. There is pretty much nothing redeeming about AHS, from the first contact to the contractor walking out your door. There has to be better alternatives out there, I'm sure. I'm just leery of signing on to another bad one. Plus they are expensive and the co-payment goes up every year. $$$$
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ID
#902546 Review #902546 is a subjective opinion of poster.
Service
American Home Shield Customer Care
Pros
  • Dishwasher repair guy
Cons
  • Any other trade they offered
Reason of review
Bad quality

American Home Shield Customer Care Review

Made 3 sevice requests plus an expediated request for ac repair over 3 weeks and have STILL not been contacted by a contractor to fix the problem. I will not be renewing with this company.
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ID
#902438 Review #902438 is a subjective opinion of poster.
Location
Orlando, Florida
Service
American Home Shield Customer Care
Reason of review
Poor customer service

American Home Shield Customer Care Review from Ashburn, Virginia

The contractors, long wait times, rude customer service representatives are the reason for this review. I've had nothing but problems with this service. From contractor mis diagnosis to no responses in a timely manner. Had an issue with my fridge starting in march of this year. Just now received replacement fridge. Never wanted to replace the fridge ecen though contractor #2 recommended. Finally they did 6 months later. Worst service ever
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ID
#901845 Review #901845 is a subjective opinion of poster.
Location
Ashburn, Virginia
Service
American Home Shield Customer Care
Reason of review
Order processing issue
New Reviewer
Called in service for a leak in my bathroom between my bathroom floor and my downstairs living room ceiling. Called AHS in December 2015 regarding the leak and a vendor was sent A&A Complete service who told AHS we had to tear out our living room ceiling to make sure...
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ID
#900929 Review #900929 is a subjective opinion of poster.
Location
East Saint Louis, Illinois
Service
Echo Plumbing Plumbing Service
Pros
  • Quick response from contractor
Cons
  • Wait time for service even with a leaking pipe
  • No management available to resolve issues
  • Repairs when appliances should have been replaced
Reason of review
Damaged or defective
Loss
$10000
Preferred solution
Let the company propose a solution
New Reviewer
I live in Tucson Arizona. And as many people know it gets pretty hot here. Every other year my A/C unit goes out since we have lived in out home. and every other year we have had to fight w/American home shield for repairs. Well my A/C unit has gone out again and...
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1 comment
#1199876

I am presently going through the same thing with AHS contractors with my central air conditioner and have been without air conditioning since July 29th, 2016. I've gone through one contractor who refuses to come back.

The other will return again for the third time Friday the 19th. Every time they come, they put R22 in the system that leaks right back out and system freezes within 7 hours. When I asked the tech why do you keep doing the same thing with no results, he told me an AHS go between by the name of "Todd" told him NOT to condemn my unit, just keep repairing it!!! I asked him for Todd's number but he would not give it to me.

I called AHS and of course they did not know "Todd". Agent supposedly escalated my complaint to AHS's Contractor Relations Department but agent has not received a response from CRD. As of now, agent at AHS left a message that another contractor will come out for a second opinion.... haven't heard from this contractor nor did AHS agent leave name or number of contractor.

Conveniently, I cannot contact this AHS agent directly and have to go through the robo system only to get another agent who doesn't know what I'm going through until she takes 5 mins to read all the information. Then gives me the standard answer "Recall" At first, I blamed bad contractors working for AHS but now I know none of them could care less.

ID
#900598 Review #900598 is a subjective opinion of poster.
Location
Tucson, Arizona
Product
American Home Shield Air Conditioner Warranty
Cons
  • Customer service
Reason of review
American Home Shield does not care about their customers
Preferred solution
REPLACE MY A/C UNIT! DO NOT BAND-AID LIKE YOU ALWAYS DO REPLACE!

Air condition

We have called 3 times for AC not working prooerly and it is still not working. The contractors they send are alway in hurry and has no time to listern to you and see how they can solve the problem or diagnose and see what can be done. Contractor "Ricks Heating and Air Conditioning" not professional at all. Very rude. Has no time to listern yo uou. They sent him twice. No resolution. Another contractor came at his own time and not at the schedule time. Not resllved the problem. AHS customer service takes hour to talk to someone, no matter what yime of the day you call. It is very hard to work with AHS and the contractors they have. We have been oayong yearly fees for last six years. We are going to discontinue service with AHS. They only want your money and do not want to provide service and customer satisfaction.
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ID
#900389 Review #900389 is a subjective opinion of poster.
Location
Alamo, California
Reason of review
Poor customer service