CharlesF R

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Verified Reviewer

Waiting since January 2021 for repair of dishwasher.

Service man determined could be repaired--needed parts. Parts unavailable. Multiple phone calls, hours with no result. No return calls --as promised.
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Preferred solution: Deliver product or service ordered

Peggy S Pon

NO SERVICE

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I contacted AHS on 2-8-21 about a leak. Of course, it was an automated call when I reported it and paid the $100.00 at that time. AHS said the plumbing company said because of the ice storm here in Louisiana was the reason they had not responded, but I had actually called before the ice storm, and I am still waiting. Of course the calls are out sourced, so it is very difficult to understand the reps. The only things they can do is apologize and will have the supervisor call you or transfer you to escalation department. The supervisors never call and, I think the escalation is not existent.
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Cons:
  • Non responsive

Preferred solution: I will call a plumber and they can pay the limit on the policy

User's recommendation: If you are offered this when you buy a home just take the money.

Anonymous
map-marker Los Angeles, California

Dryer not fixed after 2 months

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On January 26 my serviceable dryer, under contract with AHS, stopped drying. American Home Shield representative assigned a company to service the dryer with service number 4736**** . Their designated company named APPLIANCE PARTS SERVICE LLC service the dryer and informed American Home Shield that the needed part is no longer available According to contract American Home Shield has to either repair the appliance or to provide a buying option for a new one. Since the date I called AHS several times and their representatives made promises after promises that in short time authorization will be made to replace the dryer .And that's according to the contract .Now here we are almost 2 months later , dryer is still not fixed / replaced .My contract with AHS is expiring soon and I advise all of you not to choose this company for your appliances .My plan was all inclusive FlexPlan Combo plan covering all home appliances and cost me $682 /year .Avoid this company, is one of the worst in customer care I ever seen.
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User's recommendation: Avoid AHS they have a bad customer care service based outside US

Kim F Nlj

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Verified Reviewer

Agreement 27096****

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Agreement 27096**** I currently have a agreement with AHS that I want to cancel due to my rate increasing 25%from last year and the unbelievably horrible customer service. After numerous calls (twice hung up on) I still an unable to get this accomplished. I requested to have my contract cancelled as of Feb 24, 2021 when my next payment is due I was told since I was cancelling 1 month early you could charge any amount you wanted as a service fee. I requested to speak to a supervisor/manager and was put on hold then disconnected. I received an email stating my agreement was cancelled as of Feb 23, 2021. I called back for the 3rd time today and was told the same thing so requested since I was hung up on and no one calls you back, that my end date would be when my agreement runs out March 24, 2021 and I need a new email with that date. And again I was hung up on. What I am requesting is: Confirmation my account is still valid until expiration of March 24, 2021 Confirmation that I am cancelling my renewal I do not feel this should be so difficult and this is why among other reasons cancelling my account with AHS. Kimberly Fortunato 973-945-****
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Preferred solution: Agreement situation retified

Anonymous
map-marker Arlington, Texas

Service provide not in accordance with the Contract Agreement

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In Nov 2020, our sub-zero refrigerator/freezer did not operate as designed. A technician was dispatched in a timely manner. His assessment of the repair required the replacement of two parts. The Warranty company ordered the wrong part and closed the work order as being completed. The representatives continuously lied about the status of the work order to both me and the technician. It was only after I demanded that they reopen the work order that the correct part was ordered. Three months later (Nov, Dec, March) almost to the day, the part was received and the technician completed the repair in less than an hour. Inattention to detail, poorly trained customer service representatives, and a total lack of professionalism describes this company's performance. They are not a reputable company and should be shut down until they learn basic skills required for efficient customer service.
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User's recommendation: "DO NOT ENTER INTO AN AGREEMENT WITH THIS COMPANY!" IF YOU CHOOSE TO DISREGARD THIS WARNING, YOU WILL BE SORRY!!!!!!

Anonymous
map-marker Boardman, Oregon

Your failed to take care of buisness

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We have not heard from AHS or the company assigned to perform the repairs. Its been over 3 months without any resolution! This is BS!!! I am going to cancel my account & call an appliance repair shop myself. You guys should be ashamed of how you do business!! PATHETIC!!!!!
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User's recommendation: Do business with another company. American Home Shield is Pathetic

Candi E Ucu

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Verified Reviewer

Claim unresolved

Made a fridge claim prior to thanksgiving in November 2020 its now April 2021 still no resolution have been fridgeless since
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Pros:
  • It is nice to have the warranty on the house
Cons:
  • Difficult to deal with

Preferred solution: Let the company propose a solution

Anonymous

Class Action Suit

I have been a loyal customer of AHS for over 15 years. I am a single woman and kept the insurance after I purchased my current home.

While there have been a few large ticket items that they finally acquiesced to replace- overall all the complaints that customers have made over time remain the same. No customer service, poor reliability, no accountability for their service providers and breach of contract. I am writing this post on Oct. 30, 2017 as I believe the only way to make the thousands, if not tens of thousands of complaints heard is through a serious, class-action suit against Service Master, the corporation that now owns AHS.

This is fraud, beach of contract, false advertising and misfeasance. To make this real, I would need *** Consumers to sign up before being able to retain a law firm to represent this suit.

Please post your support or recommend another way to initiate this class action. Thank you.

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Cons:
  • Hold time was greater than 30 minutes to talk to a person
  • Dishonest contractors
  • Lack of qualified service contractors
Reason of review:
Poor customer service

Preferred solution: Full refund

120 comments
Guest

Take them to small claims court and ask for double for your trouble

Nadav Fxw

im in please

Rakeem Rmq

Same as everyone else. Terrible customer service.

Called about my washer (its a laundry center-one piece) in April. Now end of September and still not fixed!!!!

Guest

These guys are horrible. DO NOT USE THEM!!! BUYER BEWARE

Tifany Dij

I’m in too! This company is beyond unethical! They cost my 19,261.00

Guest

I"m in.... This is a Very Sorry and poorly run Company..

Amariona Ibb

My husband and I hired American Home Shield last year with them on our side we had a false sense of security during these trying times. AHS was on the side of the consumer.

Although, they were fine with repairing small jobs but when it comes to the large ticket items such AC units. American Home Shields are crocks. We called AHS to have our AC service. AHS was more than happy to take our money.

However, when it came time for they to step up to plate and do what was excepted with could be more angry, deceived and disappointed by there lack service and dishonest. They had a service provider come out to service our unit and he told us the AC needed replacing and even sent a quote of $5K. What we didn't know, that same service provider sent a work order to fix the unit which can't because parts are no longer available. So, when we finally connect with AHS (which was easy) we was told that our claim was denied.

No written communication was given regarding the information given by the service provider, no information from AHS nor written communication regarding the outcome to the service evaluation. If American Home Shield was a virus it would be considered COVID-19 virus.

Guest
reply icon Replying to comment of Amariona Ibb

This is a copy of my same experience with them over our AC!

Guest

Everyone seems to have the exact same issues with them. How do they stay in business?

Our situation is like everyone else's-broken appliance for over a month, no resolution, no customer service, no communication, no escalation to supervisors and lots and lots and lots of stress and inconvenience! Been a policy holder for over 10 years.

This is the last! I want to sue the heck out of them!

Agnes

Please sign me up.. they have refused to accept the responsibility for inept contractors as well as delayed repairs on both a refrigerator and air conditioner x2 at least and we have health conditions that require AC and our refrigerator to work..

poor customer service, refusal to have a supervisor call me back timely due to poor and different information being provided by reps and loss of food and jeopardizing my sons insulin supply because of our refrigerator failing. Two contractors that still could not repair the fridge after over a week. Stil waiting to hear from a supervisor and contractor to repair our fridge as I write this.. the last time I spoke with them last evening I was informed I have until 2 pm today to hear from someone after I was told earlier in the day to call within 4 hours from the initial call if I didn’t hear from the vendor.

When I did that I was basically scolded by the rep because I was so furious that I was getting the opposite information and he was not happy with my aggressiveness. Also we have had our microwave now repaired x5 times x 75.00 copays each time = $375.00 a decent NEW microwave.. not to mention the face we have not had a functioning microwave each time we report it for about a week.. HUGE inconvenience in a house full of boys.

Please count me in.. I would love to be a class action representative as well.

View more comments (119)
Aman A

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Verified Reviewer
| map-marker Richmond, Virginia

Dissatisfied because my hot water tank has not been repaired for the last six days.

To whom it may concern: My name is Aman Arsad and I'm a 100% disabled veteran . I writing this email because I am a very unhappy customer.

I made a service call request on Tuesday night 12 January 2021 and explained that my hot water gets cold as soon as the water runs for a while. I told them that Patriate Plumbers was not a reputable company and I ask AHS to send me someone other than them . I checked to see if the burner was working and I discovered that the pilot light was the only flame that I could see. It's been three days and I still have not gotten my problem resolved.

AHS sent me and email explaining that some sort of modification must be need to fix the control valve. The tank is almost 20 years old. I received a call from Patriate Plumbing stating today that an additional charge of $185.00 for a gas line that does not cost that much, is required and they still have to order the valve switch. I have had some bad experiences with Patriate Plumbing in the past and their rating and reviews are below standards.

I was told that I must wait another 24 hours before someone will contact me concerning this issue. I don't think its fair that Patriate Plumber would charge and additional $ 185.00 for short gas line and call it a modification. This tank is on its last leg and needs to me replaced. I don't want Patriate Plumber ever at my home again!

I hope this issue gets resolved soon because I have not had hot water that last long in my home because the pilot flame is the only thing heating water. I should not have to wait 4 or more days to have this problem resolved. Today is Friday and I was told that someone would contact me within 24hrs. I will wait until tomorrow to hear from someone.

I have two homes that AHS has covered and I would not like to lose your business, because my issues with my hot water tank has not been repaired. I am very disappointed with the service that I received from AHS and especially the " Plumber" that was sent to my house. He did not appear to be technically proficient and could not tell me when would my problem be fixed. He said it would take a few days for a part to be ordered.

I am willing to bet you if another plumber was to come out the he would suggest replacing the tank. I am concerned because the pilot light is the only flame burning and hopefully it does not crack the tank.

The technician should have told me something concerning the pilot light being on because it's not heating like it should. Hopefully this does not cause further damage.

I really hope someone contacts me and gets this resolved!!

Sincerely Dissatisfied

Aman Arsad

908 Doewood Lane

Newport News

Virginia

23608

(757) 890 -**** home

(757) 713-****

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Michael B Skx

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Verified Reviewer

Question of service denial

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I have a contract that includes the heating system and ductwork. The technician came out and found that the duct to my main bedroom has collapsed due to a faulty helix coil (whatever that is). AHS is refusing to repair and refuses to let me talk to their authorization department, manager or supervisor to get an explanation. End result; I am sitting in 28-30 degree weather with no heat to my main bedroom with a home warranty that says it will be fixed but the company refuses to fix it. I need answers, or I have no choice but to find another company that will honor their contract, Please get back with me so I can get some heat to my bedroom.
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Pros:
  • Try to get a tech out right away
Cons:
  • Customer service and refusal to let talk to necessary people

Preferred solution: do what your contract says you will do, fix my heating system

User's recommendation: good luck

Mr H Wtq

Login issues

Unable to login and theres a continuing message stating Error message unable to load. I spoke to someone who then gave me a number to contact someone in the IT Department. I did that and waited 35min just to be told to hang up and call back because somebody gave me the wrong number and I should go through the chat room and explain my issue to them that way. Number 1, nobodys has time to waste playing duck duck goose! Aha is a bunch of crap and Im unable to login to my account,view or make changes or even to make a service request...!This crap needs to be taken care of immediately and without hesitation.
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Pros:
  • Absolutely no pros
Cons:
  • Calls are routed to a 3rd world country

Preferred solution: Let the company propose a solution

User's recommendation: Contact some organization and seek help with your issue and if that doesn’t work start filing complaints with everyone all across the board because the pen is always mightier than the sword.

Anonymous

To prevent others to sign up for this "home warranty" service.

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I made a service request on December 16, 2020 for my furnace. A repair person came from Qualified Heating &;;;;;;;;;;;;; Air in Cedartown, GA and after a few minutes told me my unit needed parts.

Finally, on December 28, 2020, the same repair person called and stated that they couldn't find parts for the furnace because of its age. He went on to tell me that I would hear from the customer service department at American Home Shield, and they would apply $1,500 to obtain a new unit. It is now February 17, 2021, and after many calls to the service desk at American Home Shield, I have no working furnace, I am elderly, and am freezing to death. I try calling Qualified Heating & Air - I get a voicemail box that is full.

I've made numerous calls to American Home Shield customer service, and every agent I speak with looks up my contract number 2368**** and tells me they understand the problem, and say they are going to "take care" of me. They promise to contact their supervisor and report my complaint, and even say they will call me the next day to tell me what the next steps will be - however - no one calls me back. This nonsense has gone on for too long - meanwhile, I keep paying the monthly fee of $44.99, in hopes that someone will help me purchase a new unit with the $1,500 allowance I am entitled to receive. DO NOT SIGN UP WITH AMERICAN HOME SHIELD.

They are a scam...and so is Qualified Heating & Air - Their Better Business Bureau summary says they've been around since 2007, have 2 employees, and annual revenue is $94,000.00. SCAM.

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Loss:
$360
Cons:
  • Whole operation is a con
  • Terrible customer service and subpar contractors

Preferred solution: Deliver product or service ordered

Mark H Qdw

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

Water Heater

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Hello AHS,(ref): Contract #289111****207 Canterbury Dr, League City, TX 77573captnemo55@***k L. Holderman My original service request was Dec 04, 2020I am still awaiting resolution.This situation has been elevated to your Escalation Department (Daisey - point of contact)I was told that this situation was to be elevated to your Contractor Relations Department.I have not received any update or return calls - RHEEM has agreed that the water heater unit is Defective.A case number has been assigned for replacement (#263****)The AHS assigned contractor is Island Mann Plumbing (409-356-****)Apparently, Island Mann Plumbing is awaiting guidance from the AHS Authorization Dept. To review: the manufacturer has agreed to replace the defective unit and what remainsto be done is for the original assigned contractor to pick-up the new unit fromMoore Supply Company, in the Houston Area (713-643-****, 713-468-****, 832-456-****)note: 3 separate locations in Houuston Metro area. Your attention to this matter is greatly appreciated,Respectfully,Mark L. Holderman2207 Canterbury Dr, League City, TX 775732**-**4-0717 [H]281-731-**** [C]
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Preferred solution: Deliver product or service ordered

lisa s Cpr

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Verified Reviewer

Poor service, fraud

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Updated by user Oct 21, 2020

Well, this evening "Ron" called from American Home Shield. When I answered the phone, he was still talking with what I assume was his coworker laughing about another customer and didn't realize I was on the phone. When I continued to say "HELLO", repeatedly, Ron said,...

Original review Oct 20, 2020
OK GUYS..HOW MANY OF TIMES MUST THIS HAPPEN AND HOW MANY OF US MUST TOLERATE THIS **** BEFORE WE GET IT TOGETHER??
I need a simple hose put on a GE washing machine. It has taken over a month and still not fixed.
I have been charged $100 twice and refused a refund for the overpayment - first it was being processed Sept 30, then being processed Oct 15 sill Oct 20 no refund.

There is no way to speak to anyone in this company beyond the entry level call center person. They refuse to let you speak to their supervisor. If you can get them to stop repeating the same information over and over long enough to tell them you want to know how to file a complaint, you are told "let me transfer you to our escalation dept". Where upon you are put in phone orbit until it disconnects or you are told they are sooo busy they will call you or email you back - neither of which happens.
So I suppose we have a company too broke to refund $100 and still no fixed washer 30 days later.

I just keep bailing the water out as it spews through the hole in the old hose hoping it doesn't totally fail and spew all over the room. Otherwise I would have a month's worth of laundry piled up - extreme sanitary issue - and mold all over the place. I am disabled and cannot take the laundry out to do and HEY isn't that why I bought the warranty?

SO I COULD GET STUFF FIXED??
IS THERE EVER A RESPONSE FROM AMERICAN HOME SHIELD?? MY CONTRACT NUMBER IS 28577****
PAY RECORD:
Pending payments will appear in Payment History within 24 hours.
Monthly Auto PayPaid10/5/20$50.82
One Time PaymentPaid10/2/20$100.00
One Time PaymentPaid9/27/20$100.00
One Time Payment 9/25/20$100.00
One Time Payment 9/25/20$100.00
LISA SIMPSON KENTUCKY
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Loss:
$100
Pros:
  • Use to be responsive
Cons:
  • No supervisors to talk to
  • Not honoring the warranty
  • Poor service from contractors

Preferred solution: refund of overpayment washer fixed/replaced immediately

User's recommendation: DO NOT BUT

Linzie Quk

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Verified Reviewer
| map-marker Lawrenceville, Georgia

Poor customer service and below average contractors

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I've been waiting for a month now for my stovetop and microwave to be repaired. om what I can see not clear communication between contractors and AHS. The contractor keeps putting me off and I don't know even if needed parts have been ordered. AHS basically telling me they can do nothing until a series of attempts have been made meanwhile this is costing us and very stressful.Try another
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Loss:
$900

Preferred solution: Let the company propose a solution

User's recommendation: Try another company with better customer service

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