American Home Shield
Reviews and Complaints

Here's my recent Yelp post: Well...it looks like I get to add to the list of disappointed customers. It was only after I found out from a neighbor with a bad experience that I decided to inquire further with AHS regarding the issue of "Labor" costs, and whether it is covered in their policies. I could not find anywhere in my policy that labor is included. I have now made three requests with customer service on this issue...all of which have said "YES"... labor "IS" included! But when I asked them to show me where it says that in my policy they cannot. Since they all have said labor is included I ask that they simply provide this to me in black & white. Two agents said they would send me this information...that was 4 weeks ago! My most recent conversation was with a supervisor named Marlon...overseas of course. Marlon also stated that labor is included but failed to point it out in my policy. So I demanded to speak to his supervisor. Marlon guaranteed me I would receive a call from his supervisor within 24 hours. As of this post...they have 5 hours to go. I seriously doubt I'll get the call...even after additiional reassurance from Marlon. What I have determined is that I have found a loophole in their business and they really want to avoid it at all costs. My policy came with the house I purchased last year and as a basic coverage policy I renewed it for another year only after I got wind of this scam. I will update this post when information is received from AHS...but I'm not holding my breath! Buyer beware. Just know that the price you are paying for this coverage is the price you are paying for piece of mind only! Just to update...two days has passed now and I have made contact three more times with AHS customer service. I find it troubling that I cannot speak to someone in the US! Every CSR continues to promise that a supervisor WILL call me back...and yet I have received NO call back! Just such poor service! I'm just tired of trying to get AHS to resolve this issue! What's the definition of insanity?

Name is confusing, isnt it? But thats not the only thing I have been with the Shield for more than 2 years, used the service multiple times and I have some serious comments/information for those who want to know. For all your in-home repairs, the company pulls from their pool of contractors and assigns them to you. You have no choice in the matter. Their selection is based on those firms who have plenty of availability. Who has plenty open slots? Those companies with a low number of appointments. Why do they have few commitments? Because they are not that good, not that professional and that is the service you end up with - companies with low review ratings. Repair parts are ordered through the AHS system. The parts will be same (or lesser) quality. There is never an upgrade in this process. Especially true for HVAC parts. If you think AHS will replace your entire system, forget it! They will only replace the part that is broken. The parts are ordered and the wait will startwith you in the heat (or in the cold) in the meantime. I just canceled my contract since I could not see the value of it. Since you cannot cancel your contract online you need to call the customer service phone number. This painstaking action took 45 minutes. First you talk to the first line of customer service agent (billing) where the agent will try to keep you as a customer by promising you one month a free service. When not agreeing, the call is transferred to member resolution where you are confronted with same questions and speels. Here I would get two months of free service - go figure. When I finally could get to a cancellation agreement, I was immediately charged a $9.45 cancellation fee. That fee is nowhere mentioned in the contract. Should I sue for that? Of course not. I am just relieved that from now on I will avoid the useless recurring monthly fees. AHS is out the Backdoor

I had 2 Heat pump installed in August of 2022 after waiting on AHS to get a contractor to my home for 3 months The contractor Integrity phone number 423-457-**** was at my home in july 2022 and installed 2 systems in august 2022 The job was left incomplete The last i heard from them was Dec. 2023 The Txt message was that AHS was refusing ton send them the parts to finish the INSTALL. I have called several times to both AHS and The contractor And all i'm getting is the runaround with promises from Home Shield that they will email me and call me back Now it is 10/17/2023 and I still have not been taken care of Then come to find out Integrity canceled their contract with AHS because of the poor customer service all I get is lies from AHS They never call me back

It took over a month for us to get our a/c replaced during the 100-103 temps in the summer. Waited on contractor for more than 48 hours, more like 4 days or so. Then found out it needed replacing. That took more time than it should to get approved, close to a week. Then we had to wait for the equipment to be delivered which was nearly two weeks. Then when it arrived the contractor set us up for the next day then cancelled and had to reschedule. Ridiculous. Also they kept jacking our prices up every few years. Went from $80 something to $130 with no notice whatsoever. We had pretty good experience with all other service calls but this was horrible. Cancelled immediately.

Hi, I had a plumbing leak in my basement, and requested service for it. AHS sent out a local plumber, who gave me a bid of just under $6,000 for the repair. I was told that if I did not choose to have the repair done (which involved over $5,000 in out of pocket/non-covered costs) that I could just request a cash out for the amount covered. I made this request, and have since been told, each week or so when I call in the check on the status, that AHS is awaiting to hear back from the contractor to confirm what the costs were. Which doesn't make much sense, since the contractor already submitted their estimate for the repair. Each time I call into customer service, I'm told the same thing by different people. They are waiting for the contractor. I've "escalated" it a few times and spoken with the "escalation department". But I'm told the same thing. I'm also told they will call me back within 24-48hrs, and they never do. Not once.

We submitted a Service Request to AHS on 8/11/2023 for Electrical Service, AHS promptly provided dispatch to an Electrical Contractor. After no follow-up communication for two days, I called the contractor and was informed that they had insufficient staffing to be able to service us and that it would be at least two weeks to be able to schedule an appointment and for us to call AHS if we had an issue. I called AHS and asked to have another vendor assigned. As of Thursday 8/17/2023, a full seven days from the initial SR, we still had not been assigned a new Electrical Contractor yet AHS had already debited my account for $100.00 Note: I had called at least three times to discuss this issue with AHS CS and still no resolution as of 8/17/2023 even though they claimed they had called another vendor but could not provide a date for service. As a result of the inability of AHS to service my contract for service, I had to hire a local Electrician to troubleshoot and correct the electrical issues and therefore canceled the Service Request with AHC. We have been a long-time customer of AHS (several years) but in the last few months, it appears that the level of service we are used to from AHS has dropped considerably, and we will have to really give thought as to continuing our association.

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.

Had a broken ice maker. Filled out service request and checked ice maker box. I was assigned a service provider and he arrived and determined ed he could not fix it and it was a closed system so I needed to come bract the manufacturer (LG) so the service fee was assessed for a drive to my house and a quick look at the ice maker. No service was provided and the contract states we still pay the $100, yes $100 service fee. If AHS or the service provider had aske any questions about the problem they would have saved themselves a trip and I would not have been Out $100. But everyone got paid for the trip. Ridiculous and not a way to keep customers on the books. Ill be passing the word to people I know to ensure they go in another direction. I have been with AHS for years. Ow considering a change. I service and higher prices not a good business model

A/C unit installed new by AHS approx 2 years ago failed (compressor died!) Their tech very responsive, ordered parts, replaced on holiday weekend ok. Charged several hundred dollars for refrigerant as their policy is not to cover sameeven when the proximate cause of need for same was failure of the compressor under warranty! Unable to find/speak with anyone in management-spoke with 2 customer service reps overseas who barely spoke English and read their scripts( one hung up on me). Tried online support chat- polite but insisted they never cover freon, declined to refer me to a company management person When AHS was an independent company in Memphis years ago, they had excellent customer service and published the phone no. Of the corporate offices in Memphis! Sadly, since acquisition by Servicemaster, their customer service is now abysmal!!!