American Home Shield
2.3M
CLAIMED LOSSES
4.5K
TOTAL REVIEWS
470K
PAGE VIEWS
37
ISSUES RESOLVED
American Home Shield Net Promoter Score (NPS)
-54
low
NPS
-100
100
- 15% Promoters
- 15% Passives
- 69% Detractors
American Home Shield's estimated NPS of -54 considered to be low. 15% of users would likely recommend American Home Shield to a friend or colleague.
Customer Satisfaction
American Home Shield Reviews
Rod E Ivt
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 ReviewerHORRIBLE COMPANY, DO NOT PURCHASE!
Absolutely ridiculous. I had a leaking water heater, and it's been five days and it is still not replaced. They have the worst customer service. Each time I called I was told something different, they do not have Supervisors available. No Email address. Their own Plumber indicated they are billing me for costs that should be covered under my plan. They will do anything and everything possible to avoid making the claim process simple. :-(
Loss:
$840
Cons:
- Everything possible
Preferred solution: Full refund
User's recommendation: AVOID AT ALL COSTS!
Rudolf R Vta
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 |
Apopka, Florida
Taking forever to get AC repaired
1. I started having issues with my home AC unit in March. We had a few hot days and my AC wasn't cooling. I called AHS for service and a service provider was dispatched. After inspecting the unit the service provider diagnosed the problem as low on Freon. My cost in addition to the $100.00 service call charge would be, I believe $300.00. I needed my AC to work and paid the additional money. 2. It got cooler for a while and my AC worked OK until the heat came back. After about a month the same problem happened. I called AHS and was advised that because 30 days had expired I would have to pay another $100.00 service call charge. I did and the same service provider returned. This time I was advised the AC coils had to be cleaned and the cost would be around $800.00 as this is not covered under the AHS protection plan. 3. An alarm went off in my head as I have the system serviced annually. No indications on any of the write ups from San Jose Air indicated a problem. I called AHS and told them I wanted to get another opinion as to the problem as I didn't trust the diagnosis made by the last service provider. Their original diagnosis and repair did not resolve my problem and that I have had my AC serviced annually. I was advised that AHS needed to have one of their contracted companies do the second opinion and that if diagnosed differently their would be no charge. Burleson AC arrived and after a few minutes advise that the compressor was broken. In fact as soon as the technician got out of his van he could hear the loud noise coming from the compressor. I asked if the coils needed cleaning. Taking the cover off the compressor he stated it looks clean and is not the issue. We looked at the air handler and it was also relatively clean. I saved myself an additional $800.00 by getting the second technician to look at the AC. 4. It took a could of days and I got an update from AHS that I needed to pay Burleson an additional $2000.00 for non covered items. Freon would be needed and AHS's max reimbursement is $10.00 per pound.. I paid the $2000.00. It took AHS almost a week for AHS order the part after I made the payment. 5. It is now July 5, and the compressor still hasn't arrived. I have called AHS time after time and asked to escalate the order. Most of the times a supervisor wasn't available, I was promised a call back that never came. Three commitments were made as to the delivery date, all passed without delivery of a compressor. Today, after two separate calls to AHS I was given the UPS tracking number and told it would be here on Friday, this for the third time. I took a few minutes to investigate myself, and got the following on the UPS tracking site. Last Updated: 07/05/2023 9:15 A.M. EST Shipment DetailsShipment DetailsShipment ProgressShipment Progress 07/03/2023 8:30 P.M. On Hand at Destination Orlando, FL, United States 06/29/2023 1:48 P.M. Consignee delayed delivery Orlando, FL, United States 06/29/2023 11:19 A.M. Out for Delivery Orlando, FL, United States 06/16/2023 12:02 A.M. Confirmed Arrival Orlando, FL, United States 06/15/2023 4:05 A.M. Documents received from shipper Dallas/Fort Worth, TX, United States 06/15/2023 4:05 A.M. Date Available to Ship Dallas/Fort Worth, TX, United States 06/15/2023 4:00 A.M. Departure Dallas/Fort Worth, TX, United States 06/14/2023 4:21 P.M. Received into UPS possession Dallas/Fort Worth, TX, United States 06/14/2023 12:01 A.M. ETD from Load Port Dallas/Fort Worth, TX, United States Want to see more? With UPS My Choice you can see your full 6. What does "Consignee delayed delivery?? I called UPS and spoke with a service representative. I was advised that the package, the compressor, delivery was on hold because of a wrong phone number for Burleson. That they tried to deliver twice but Burleson was closed, probably for the 4th of July Holiday. The biggest crux is that if I didn't followup with a 5 minute phone call with UPS the compressor would have probably not have made it to Burleson by this Friday either. - Hopefully it will be here tomorrow, I am sill waiting. 7. The compressor finally arrived yesterday at Burleson AC. However its missing the parts for the AC company to replace my compressor. I was advised that AHS is going to order the needed parts? With their ordering process I expect it to be another week before the part goes out. This is unacceptable. I have started to escalate this lack of progress in getting my AC working correctly.
User's recommendation: See how I was treated. Is this what you want for yourself
2 comments
Masi A
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 ReviewerHorrible Company
The Ac issue started by June 3rd and requested to repair. A technician came and fixed it, but the next day it didn't work. I called a few times, the technician and AHS, to follow up. Then he came by June 9th and turned the AC off and said it should be replaced. He said that AHS should contact you about this. I was waiting a few days for AHS to contact me, but they didn't. Finally, I called them, and they said technician didn't say the estimate to us yet. To keep it short, I called the technician and AHS multiple times. Finally, they emailed me on June 27th and said the estimate is in the process and will order the part. I called them every day to follow up with the process, and they said everything is in order but on July3th , they said the technician estimate was not complete, and they asked for another estimate. Just like before I called them every day to follow up the process and finally on July 10 they said that ordered the part and it will arrive on July 17th. Since July 17 I called them twice a day and they said the technician is supposed to pick up the parts. Every time I called AHS they left me on hold and they spoke with technician and hes going to pick it up. Also they said that emailed to technician as well. Finally yesterday AHS told me they ordered the wrong part and they should order again. This morning I talked with AHS supervisor and he said they have to reorder the parts because it was wrong the first time but they couldnt give me an exact time when the order will arrive and the problem will be fix. This is the whole story with AHS. This is the reason why I said AHS is horrible company. It has been more than 40 days we have been without air conditioning in the warmest time of the year.
Preferred solution: To replace the AC unit
User's recommendation: Waste a money
2 comments
Joy D Svg
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 ReviewerInept and Non-Responsive Contractor
Updated by user Jun 28, 2023
Second Update: Contractor’s office employee called this afternoon (6/28/22) and said we didn’t need a different dispatch number, which is contrary to what AHS told me yesterday. She also said it would not be necessary for them to return to our house for another...
Updated by user Jun 27, 2023
First update: During a conversation with AHS today (6/27/23) I was asked to call them back within 4-hours as they were escalating the complaint and I should have updated information available. When I called them back this evening, nothing had changed! During the...
Original review Jun 27, 2023
Order 21737**** was issued in April, 2023 for our heat pump. Frog Pro Services stated "the blower control shorted in the copper line set; txv not regulating the refrigerant, causing unit not to cool". We approved the additional charges for the repair and after multiple calls to the contractor they finally set a repair date. On the date of the repair, the contractor said he "jiggled the valve and added a little freon and it worked", so no additional repair was required. He prefaced that by saying we may still have a leak and if so, he'll have to come back out for the repair. Order 23683**** was issued on June 12, 2023 for the same problem we had in April. The contractor returned to the house (after an additional $125 service call) on June 16th (please note, the website information is incorrect and states we were scheduled for a service call on June 26th. Frog Pro told me via phone they made an error and input the wrong information in the system). The freon had all leaked out, and again the A/C was not functioning. We received no verbal assessment from the contractor, but assumed the original assessment from April would carryover for our heat pump repair. We requested additional freon during the service call to hold us over with A/C until the repair could be completed. Our Platinum plan states unlimited freon at no charge, however, the contractor said he could not provide freon. I received one phone call from a Manager at Frog Pro Services on June 21st at 1:20pm. I was unable to answer the call, but I returned his call the same afternoon at 3:45pm and spoke with Hailey. Hailey stated the manager was out on a job, but she promised he would return my call sometime before the end of the business day. I have never heard back from Frog Pro Services, however, the AHS update states the contractor has been unable to reach me by phone. I'm still waiting on that return call from June 21st! I have contacted AHS almost daily since June 19th, and after each contact I've been informed they have called the contractor on my behalf. The contractor stated the assessment had been forwarded to AHS, however, AHS never appears to have the information. On Friday, June 23rd I was told by AHS Customer Service, they had received the assessment the prior evening, but they required 48-hours to review the documentation and I would have information by Monday, June 26th. On Monday, June 26th, AHS changed their story and said they hadn't received the assessment from the contractor. I am so fed up with all the run-around and misinformation. It is impossible to speak with anyone with more authority than the customer service representative. I was going to email AHS directly, but I noticed the email is sent to customer service, so that probably wouldn't yield any results different than what I've already received. I have requested on numerous occasions to have this recent claim forwarded to someone at AHS who tracks non-responsive contractors and was told this had been done, although nothing has changed with the status of my claim. I have also asked repeatedly to have a different contractor assigned to this claim, but each time I'm told it can't be reassigned before the repair assessment has been received and reviewed by AHS. I looked up the contractor online, and they have a very poor customer review rating (some stating they could give less than a 1.0 rating if possible). This contractor's unresponsiveness to other AHS claims has been documented by AHS customers. Why would AHS, who claims to protect their customers with "ease by taking the stress out of breakdowns", retain an inept contractor whom multiple customers have complained? I have no faith in the contractor who has been assigned to our claim and honestly don't trust them with any repair. I have spent $250 in service calls during a two-month time span on the same problem with the same contractor, with no resolution in sight. I had been holding the contractor responsible, however, I now feel AHS is also negligent in ensuring their contractors provide the services I pay for on a monthly basis (Platinum - ID# 62177****). I kindly suggest AHS step-up and provide the guaranteed service I agreed to at the inception of my contract. Preferred solution: Deliver product or service ordered
User's recommendation: I know many people who have rave reviews for AHS, so this shouldn't preclude you from their services. However, be aware not all issues are responded to with a positive resolution.
3 comments
Rudolf R Vta
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 ReviewerAir conditioner taking forever and still not repared
1. I started having issues with my home AC unit in March. We had a few hot days and my AC wasn't cooling. I called AHS for service and a service provider was dispatched. After inspecting the unit the service provider diagnosed the problem as low on Freon. My cost in addition to the $100.00 service call charge would be, I believe $200.00. I needed my AC to work and paid the additional money. 2. It got cooler for a while and my AC worked OK until the heat came back. After about a month the same problem happened. I called AHS and was advised that because 30 days had expired I would have to pay another $100.00 service call charge. I did and the same service provider returned. This time I was advised the AC coils had to be cleaned and the cost would be around $800.00 as this is not covered under the AHS protection plan. 3. An alarm went off in my head as I have the system serviced annually. No indications on any of the write ups from San Jose Air indicated a problem. I called AHS and told them I wanted to get another opinion as to the problem as I didn't trust the diagnosis made by the last service provider. Their original diagnosis and repair did not resolve my problem and that I have had my AC serviced annually. I was advised that AHS needed to have one of their contracted companies do the second opinion and that if diagnosed differently their would be no charge. Burleson AC arrived and after a few minutes advise that the compressor was broken. In fact as soon as the technician got out of his van he could hear the loud noise coming from the compressor. I asked if the coils needed cleaning. Taking the cover off the compressor he stated it looks clean and is not the issue. We looked at the air handler and it was also relatively clean. I saved myself an additional $800.00 by getting the second technician to look at the AC. 4. It took a could of days and I got an update from AHS that I needed to pay Burleson an additional $2000.00 for non covered items. Freon would be needed and AHS's max reimbursement is $10.00 per pound.. I paid the $2000.00. It took AHS almost a week for AHS order the part after I made the payment. 5. It is now July 5, and the compressor still hasn't arrived. I have called AHS time after time and asked to escalate the order. Most of the times a supervisor wasn't available, I was promised a call back that never came. Three commitments were made as to the delivery date, all passed without delivery of a compressor. Today, after two separate calls to AHS I was given the UPS tracking number and told it would be here on Friday, this for the third time. I took a few minutes to investigate myself, and got the following on the UPS tracking site. Last Updated: 07/05/2023 9:15 A.M. EST Shipment DetailsShipment DetailsShipment ProgressShipment Progress 07/03/2023 8:30 P.M. On Hand at Destination Orlando, FL, United States 06/29/2023 1:48 P.M. Consignee delayed delivery Orlando, FL, United States 06/29/2023 11:19 A.M. Out for Delivery Orlando, FL, United States 06/16/2023 12:02 A.M. Confirmed Arrival Orlando, FL, United States 06/15/2023 4:05 A.M. Documents received from shipper Dallas/Fort Worth, TX, United States 06/15/2023 4:05 A.M. Date Available to Ship Dallas/Fort Worth, TX, United States 06/15/2023 4:00 A.M. Departure Dallas/Fort Worth, TX, United States 06/14/2023 4:21 P.M. Received into UPS possession Dallas/Fort Worth, TX, United States 06/14/2023 12:01 A.M. ETD from Load Port Dallas/Fort Worth, TX, United States Want to see more? With UPS My Choice you can see your full 6. What does "Consignee delayed delivery?? I called UPS and spoke with a service representative. I was advised that the package, the compressor, delivery was on hold because of a wrong phone number for Burleson. That they tried to deliver twice but Burleson was closed, probably for the 4th of July Holiday. The biggest crux is that if I didn't followup with a 5 minute phone call with UPS the compressor would have probably not have made it to Burleson by this Friday either. - Hopefully it will be here tomorrow, I am sill waiting. 7. The compressor finally arrived yesterday at Burleson AC. However its missing the parts for the AC company to replace my compressor. I was advised that AHS is going to order the needed parts? With their ordering process I expect it to be another week before the part goes out. This is unacceptable. I have started to escalate this lack of progress in getting my AC working correctly.
Preferred solution: I want them to fix my ac and not make me wait weeks longer
User's recommendation: Do you want to be treated like me.
6 comments
Matthew K Jnf
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Verified ReviewerUnresolved Service Request
I have been a customer of AHS for several years and currently have four different properties with contracts. Most of my experience has been positive with your company with one glaring exception that needs to be re-opened and resolved immediately or I will need to consider legal action regarding this matter (and yes I am aware of the arbitration clause in the contract). I opened a service request for our Samsung refrigerator ice maker in July of 2022. The issue was that the ice maker was making ice at a rate only about a quarter of the speed as stated by the manufacturer and as the fridge had originally operated since we purchased it. That original problem has never been resolved and the situation was made worse over the course of the service visits since. Over the last year we had more than five different companies sent out by AHS (over 15 visits) across three separate work orders to try and resolve this (July 14, 2022, Nov 2, 2022, and March 27, 2022). Currently our ice maker is in much worse shape than it ever originally was as the ice maker not only is still slow, but it now won't fully close, makes slush, is stuck in crush mode, leaks water, and the water could potentially ruin the finish on the fridge and our wood floors. Over the course of these 15 or so visits, multiple parts were replaced, including the majority of the ice maker on two separate occasions by two separate companies. It is unclear to me why AHS continually changed the company doing the servicing, and in one of my conversations with AHS the representative agreed that it seemed to be a mistake that this was happening. The last company that AHS sent out - Ukon Appliance - showed up and stayed for less than 5 minutes after I explained that multiple other companies had already worked on the ice maker and had attempted to make repairs and had replaced the entirety of the ice maker twice. They left a copy of a work order with me and the man said he would need to talk to his manager to determine next steps. The company then reported back to AHS that this was an original manufacturer defect which is in complete contradiction from his notes on the work order. Further, this company has a reputation of not only being horrible but being accused of fraud in conjunction with companies like AHS where they show up and simply report this back to collect their service fee. My wife and I have tried contacting this company for more than a month to get their explanation of why they reported this and left over 30 voicemails. Not a single one has been returned. The company doesn't even have a monitored phone, it sends you directly to a voicemail. Their physical address on the website is not an office, it is a residential apartment building. Their rating on yelp is only 1.5 stars. This company's report of an original manufacturer defect is a complete lie as they knew first hand that the ice maker had already been replaced per their own paperwork that they left with me. AHS also knows this is the case given that multiple companies have already tried to work on the ice maker - there are records of parts that have been ordered and replaced multiple times across the three different service requests (even though this all stems from 1 issue that was never resolved). Given all of this AHS needs to re-open this immediately and provide resolution for this issue per the contract or I will be forced to seek legal action and cancel all my current contracts with AHS.
Preferred solution: My ice maker fixed or fridge replaced.
User's recommendation: Avoid this company and service provider
1 comment
Anonymous
North Haven, Connecticut
Vendor Change request Water Heater
Vendor Change Dispatch to reference # 24680**** Vendor (All Clear Services LLC) American Home Shield contract # 63116**** I hope this letter finds you well. I am writing to file a formal complaint regarding refusal to allow me to select an alternative vendor for the repair of damages covered by their insurance program. I believe that their actions are unjust and infringe upon my rights as a consumer.. On 07/10/2023, I experienced my water heater leaking large puddles of water, for which I promptly contacted American Home Shield to initiate a service, they arranged for a vendor to contact me and he had me consent for a virtual review of the damage, which lasted onl 10 minutes. However, I strongly believe that during this brief interaction, I was taken advantage of, and the recommended vendor's services do not align with my best interests. Despite my concerns and dissatisfaction with the vendor selection, American Home Shield has refused my request to choose an alternative vendor, citing contractual obligations or other reasons. This denial of my right to select a vendor of my choice is both unfair and unreasonable, as it compromises the quality and integrity of the repair process. I would like to bring the following points to your attention: 1. Limited Virtual Review: The virtual review conducted by All Clear Services LLC was significantly brief, lasting only 10 minutes. Considering the complexity and extent of the damage, it is implausible that a thorough assessment could have been made within such a short timeframe. 2. Feeling Taken Advantage Of: During the virtual review, I sensed that I was being taken advantage of. The recommended vendor's qualifications and reputation do not inspire confidence, and I strongly believe that their services may not effectively address the extent of the damage. 3. Right to Choose: As an insurance company, I have the right to select a vendor that I trust and have confidence in. By denying my request to choose an alternative vendor, American Home Shield is infringing upon my rights and limiting my ability to ensure the best possible outcome for the repair process and causing the time frame it has taken to continue further damage. I kindly request the following actions to address this matter: 1. Investigation: I urge the Attorney General's Office to conduct a thorough investigation into the practices of American Home Shield regarding their denial of vendor change requests. I believe this issue may be indicative of a broader pattern of unfair treatment towards policyholders. 2. Enforcement of Rights: I request that the Attorney General's Office intervene and ensure that American Home Shield respects the rights of policyholders to select a vendor of their choice, provided that the chosen vendor meets reasonable qualifications and standards. 3. Resolution: I seek a resolution that allows me to exercise my right to choose an alternative vendor for the repair of the damages covered by my insurance policy. This resolution should ensure that my best interests, as well as the quality and integrity of the repair process, are adequately protected. I trust that the American home shield will take this matter seriously and pursue a fair and just resolution. I appreciate your attention to this complaint and look forward to your prompt action. As my water heater is still broken and leaking large amounts of water on my concrete. It has been over 72 hours and not resolution. Accept lengthy phone calls with empty promises. I have contacted the Connecticut Attorney General with my formal complaint. Thank you for your time and consideration. Yours sincerely, Constance Harris
User's recommendation: I would be careful. They assign vendors that do not have good ratings, which is testimonial about the last service. I received all clear services changed the order to disposition wording that put the burden upon the customer of cost for something very simple. I received three other estimates from plumbers, and none of which they needed to get the additional work that all clear claims they needed to do that AHS would not cover. I believe it was a scam just to get more money out of the consumer. I should have the right to choose my own vendor if I felt that the opinion was not justified by the way, they reviewed my water heater through a video for 10 minutes.
Kraig M Yys
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
I hope they fixed your ac by now! That is ridiculous!
I am surprised you gave them a 2 , if there is a zero star I would ! You need to report it to BBB and local state attorney general